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Business Profile

Cell Phone Supplies

Gabb Wireless

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cell Phone Supplies.

This business has 1 alert

Complaints

Customer Complaints Summary

  • 43 total complaints in the last 3 years.
  • 21 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/30/2024

    Type:Order Issues
    Status:
    UnansweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I signed up for a GABB phone and account to help my 12 year old daughter stay safe when using a phone. She received it for Christmas 12/25/2023. It is 01/30/2024 and the services are still not working correctly. I have reached out for assistance but continue to be told "I'm sorry for the inconvenience caused. Our dev team is still working on resolving this issue." Syncing parent approved contacts ONLY is not working which is one huge reason I signed up for these services. Another is the safe locations notifying when coming/going from certain places. I am unable to reset my password to my account, so tech support changed it to something generic for me, however I still can't update my password. I'm paying extra for services that I am not able to actually utilize. My daughter can call/text my phone ONLY which defeats the purpose and keeps her from being able to contact siblings, friends, her father in *****, etc.
  • Initial Complaint

    Date:01/24/2024

    Type:Service or Repair Issues
    Status:
    UnansweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Before Christmas of 2022, I ordered my son a Gabb watch. It promised using a phone safely so we decided to give it a try. Within the first few months, we knew that the $20 a month price was too much but weren't comfortable getting him a real phone but we stuck it out. Any time I had an issie and tried reaching out to the company, I was met with emails ensuring someone would get back to me but they never did. About 4 or 5 months ago, the speaker on the watch stopped working. It did not get wet or anything it is just a very poorly made product. There was nothing we could do due to lack of customer service. We decided to cancel the service this week because if he can't text due to their safety features and can't speak, what is the point of paying for this service monthly. I was told I'd have to pay over $100 to cancel early even though I'm canceling due to their product not working OR I could pay $200 plus $15 more monthly to get a new product. I was so beyond done with the service that I just filled out the cancelation form. 2 days later, I got billed for the month. AFTER I canceled. I tried calling the billing department and was met with the same automated message saying they're too busy to recieve calls. I then managed to get someone on chat who said I need to allow 7 to 10 days for cancelation and will need to contonue payong my bill until someone gets around to my case. After doing more research, I found many others who have been dealing with this same issue for MONTHS and have still not been allowed to cancel their service. The customer service is atrocious. The products are garbage.
  • Initial Complaint

    Date:01/18/2024

    Type:Service or Repair Issues
    Status:
    UnansweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Back in November of 2021 I purchased a watch for my son ($100) and signed a 2-year contract ($13 a month) with this company. The watch was supposed to be able to make calls and have *** capabilities. However, the *** rarely worked and the it was rare that I could call and get a hold of my son as the watch in general was terrible quality. After about 8 months the watch stopped keeping a charge and it was useless. I tried to cancel services but they reminded me that I would need to pay a fee of $250 to cancel my contract. It was less expensive to just finish out the contract, so I continued to pay for another 16 months for a product that was useless. After my contract came up, I requested cancellation and was met with requests for a pin that I created when I started the contract. Without it, they claim to not be able to cancel the contract. I cannot remember the pin and was directed to a page on their website that I should be able to change it yet the page is broken. They say there is nothing they can do until I verify the pin and they will continue to charge me until I change it, yet I cannot due to their broken website. Their customer service is non-exhistant and I cannot get anyone on the phone. I have wasted so much money with this company and they are absolutely terrible. Their products do not work, they make it impossible to cancel service, and they do not respond to requests for help.
  • Initial Complaint

    Date:01/17/2024

    Type:Service or Repair Issues
    Status:
    UnansweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have phone service through Gabb for the sole purpose of being able to monitor my nieces phone activity (whom I am responsible for) for safety purposes. However, I am unable to access certain features of this service at times. One of which is the call logs that can be viewed online, without having to look directly at the phone. When I log into the account, there is a message saying that there is no call history, even though there should, because calls are being made to and from this phone. Its just not showing up. I have contacted the company via chat and email several times. I have to wait for very long periods of time via chat in order to get a representative to respond. Additionally. they dont remedy the issue, when they do respond. I experienced this same issue a few months ago and it took them a week to resolve the problem. Currently, its been near a week and they tell me to wait 24 hours until they reset the account, but it still doesnt work. I feel that I should receive a partial refund for the time that I am not able to have access to the call logs which I feel is part of the services that I am paying to receive. I pay $35 a month.
  • Initial Complaint

    Date:01/11/2024

    Type:Product Issues
    Status:
    UnansweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a phone as a part of a free upgrade promotion during a Black Friday special. The upgrade was supposed to be free. I was charged in full for the new device and now have two phone lines established instead of just the one. I have called the company daily for the last month and get the response the call volume is too high to take your call, try chat instead or email instead then the line disconnects.*** tried emailing. The request is instantly closed due to too high of a volume of requests.*** tried chatting 3-4 days a week for the last month and no agent ever comes into the chat after waiting 2+ hours. I want my money back for the device that was supposed to be free. I want my money back for the line that was opened that shouldnt have been and at this point, I want to cancel my entire service, return my device and I will seek service elsewhere. This is unacceptable.
  • Initial Complaint

    Date:01/10/2024

    Type:Service or Repair Issues
    Status:
    UnansweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I pay for warranty services on a phone b/c the plan is for a child. She has lost her phone. I notice the website is now saying warranty will not cover lost. I want to quit doing business with these people b/c I can never reach them for assistance. I want to buyout of the 2 year agreement with one year in. I am not able to reach anyone and they continue to bill me.
  • Initial Complaint

    Date:01/08/2024

    Type:Sales and Advertising Issues
    Status:
    UnansweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have attempted to cancel service with this provider since May 2023 but they have not cancelled service and are continuing to charge my account and their customer service had a 20 minute wait when I was finally able get through to them on my 13th attempt to rectify the situation over the course of 7 months.
  • Initial Complaint

    Date:01/04/2024

    Type:Billing Issues
    Status:
    UnansweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have been trying to cancel the service for a gabb watch for about 3 months. Every call to support has led to hours in waiting to eventually be told that due to the 'high number' of calls there are always 10 people ahead of me. Each time each calls disconnects about 58 minutes of waiting. Given the website we followed instructtions to live chat which were unanswered. The automated live chat ends with referral to a live support person that never joins the chat. It was not this difficult to set up the watch or the payment plan so I'm not sure why cancelation is difficult. At this time we've invested up to 5 hours in attempting to cancel our account since October. Please cancel account immediately and reimburse payments as of October 2023. We used the gabb watch for 2 years and no longer need it. Our contract was already expired so we should have been month to month leading to no penalties. Please cancel and reimburse immediately.
  • Initial Complaint

    Date:12/27/2023

    Type:Product Issues
    Status:
    UnansweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am trying to cancel my daughter's subscription to their Gabb phones. I tried to do it online on December 24 and there is no way to do it. You have to contact them. I just tried to chat and they are not accepting calls because they are "at capacity". I can't find any other way to contact them. After they give you the message that they are at capacity and try later the whole screen freezes and you can't look further on their website without shutting the window and bringing up the website again. I am worried because I looked up reports about them and other people have the same problems and they get billed for months after.
  • Initial Complaint

    Date:08/16/2023

    Type:Product Issues
    Status:
    UnansweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a gabb phone as part of a back to school promotional. I received 50% off and paid $70 for the phone, plus some accessories. It was my understanding from the original ad that you could monitor the phone, see what texts were coming in and going out, and also decide what numbers your child could call or receive calls from. None of this turned out to be true. You can't control any numbers, and all you get to see is a log of calls and texts, but nothing else. The ad specifically mentioned parental controls, there are none whatsoever. All you can do from the parent app on your phone is locate the gabb phone and play a sound to find it. And what's worse, they made a separate app entirely and said you actually could control the numbers, you just have to have an iPhone. (I don't, but they said I should just use someone else's iphone.) And I have texts where they even say it's new and admitted that they didn't advertise it well. So I've tried to return the phone, but they're saying it's a $50 restocking fee for the phone that I paid $70 for. When I said just cancel service and forget the return, they want to charge me a non-returned product fee. I paid for this item, they have my card information, and this is incredibly poor business. They want $150 for the unreturned phone. I can't understand why I'm being charged for an item again I already bought based on false advertisement. I'm not even asking for a refund at this point. I just don't want to be charged again, but if I return the phone, I absolutely want my money back. They said if it was returned in 15 days that they would waive the restock fee, but the latest email said that wasn't happening.

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