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Business Profile

Online Retailer

Goby

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

Customer Complaints Summary

  • 193 total complaints in the last 3 years.
  • 12 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:11/27/2023

    Type:Product Issues
    Status:
    Answered
    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 bought a couple of toothbrush heads from Goby from their online store in *****. The amount (30$) has been withdrawn from my account. I have yet to receive any package. They have not answered any of my emails.

    Business Response

    Date: 01/03/2024

    We corresponded with the customer via email on 11/30/23 and canceled their delayed order resulting in a refund. 

  • Initial Complaint

    Date:11/21/2023

    Type:Delivery Issues
    Status:
    Unanswered
    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 ordered and paid for GOBY electric toothbrush 2 heads on July 16 2023 My order # ************ Ive called a company three times and my problem has not been resolved. at this point, I would like a refund or my merchandise. Although I like the product, but I'm not satisfied with the poor customer service..

    Customer Answer

    Date: 12/17/2023

    Better Business Bureau:

    At this time, I have not been contacted by Goby regarding complaint ID ********.

    Sincerely,

    *******************

    Business Response

    Date: 01/02/2024

    We issued a refund on 1/2/24 for the delayed order for the customer. 

    Customer Answer

    Date: 05/24/2024

    Better Business Bureau:

    At this time, I have not been contacted by Goby regarding complaint ID ********.

    Sincerely,

    *******************

  • Initial Complaint

    Date:11/14/2023

    Type:Delivery Issues
    Status:
    Answered
    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.
    Goby is a tooth brush care Company - in mid October (oct 17,2023) I ordered replacement brushes - i was charged for them on the credit card and they never arrived . Goby customer service is nonexistent. Emails go in answered except an automated reply with no help. A month has gone by and nothing. At this point I want my money back as we need to buy different brushes- this was recommended by my children s an Orthodontist to clean braces - very angry they posted nothing and have made no attempt to respond. Something happened in the summer of 2023 as I did get brushes then. After this summer the web is filled with issues like mine.

    Business Response

    Date: 12/27/2023

    We corresponded with the customer via email regarding this issue on 12/19/23. 

  • Initial Complaint

    Date:11/14/2023

    Type:Delivery Issues
    Status:
    Resolved
    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 was subscribed to a tooth brush head replacement for every 3 months. My order was set to ship on July 10th, 2023. I contacted Goby customer service and was informed on August 23rd, 2023 that there was an unexpected delay and that my order was now set to ship between August 25th-30th, 2023. Goby charged my credit card on August 3rd, 2023, yet I havent received my order. I contacted customer service again on November 3rd, 2023 to cancel my order and to receive a refund. They have yet to get back to me and I would like my $7.50 back. The order number is #************

    Customer Answer

    Date: 12/08/2023

    Better Business Bureau:

    At this time, I have not been contacted by Goby regarding complaint ID ********.

    *********************************************************

    Business Response

    Date: 12/27/2023

    We corresponded with the customer regarding this issue on 12/18/23. 

    Customer Answer

    Date: 12/27/2023

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

    **********************************************************



     

  • Initial Complaint

    Date:11/13/2023

    Type:Customer Service Issues
    Status:
    Resolved
    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.
    Subscription brush head processed on 10/4/2023 and brush head not received. I am also trying to cancel my brush head subscription and no one responds to the help desk emails. Company has a habit of not responding in a timely manner and not sending product in a timely manner - see social medial complaints on instagram

    Customer Answer

    Date: 12/08/2023

    At this time, I have been contacted directly by Goby regarding complaint ID ********, however my complaint has NOT been resolved because:

    I have not received the toothbrush head I was charged for in October 2023.

     

     

     

     

    In order for the BBB to appropriately process your response, you MUST answer the question above.

    Sincerely,

    *************************

    Business Response

    Date: 01/30/2024

    We responded to the customer's email on 11/12/23 and also sent a follow up email 1/30/24 regarding their delayed orders. 

    Customer Answer

    Date: 01/30/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved because I cancelled my account. This company does not communicate well until a complaint is filed.

    Sincerely,

    *************************



     

  • Initial Complaint

    Date:11/13/2023

    Type:Delivery Issues
    Status:
    Answered
    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 my Goby device June 19, 2022. They say to replace the heads every few months. I signed up for the subscription service that was said to deliver every three months. Three months later (September 19th, 2022), I was dismayed to see my delivery was late. Ultimately, it was delivered but the delivery notes did not match with the status of the package which came days after it said. Three months after that (December 18, 2022), the same situation occurs at the new $7.50 price versus the $7 price upon the initial order. I am frustrated by the delays but, the brush does enough for me replacing cheaper electric options that for my next order, I planned ahead. I cancelled my subscription immediately and figured that I would order multiple heads in the future so as not to have my routine delayed by bad business practices. I figured it was not worth finding another company since I already spent nearly $75 pursuing this option that was supposed to be permanent. I placed a $15 order on May 22nd, 2023 for two brush headsone black, one white. Days after the order date, there was an order delay message on the Goby site that remained until 5 months later in September. A tracking number had finally been generated in October and I only noticed because I checked the order daily. Forums reported on the poor service of Goby and I lamented the situation with a peer who is a customer. But, I allowed an opportunity for them to deliver. Weeks later, I emailed them as I still had not received an operational tracking # nor my package. I received a single automated message in response and nothing since. When contacted, DHL alerted me that the tracking # was never even associated with a parcel that was shipped to one of their facilities! The vendor seems to have just generated it as a means of "doing something." This is frustrating and unacceptable. They are actively avoiding responsibility for ongoing charges they allow on services they promise with no apparent willingness to deliver.

    Business Response

    Date: 12/27/2023

    We corresponded with the customer via email regarding this issue on 12/17/23. 

  • Initial Complaint

    Date:11/13/2023

    Type:Product Issues
    Status:
    Answered
    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.
    Company continued to charge me for brush heads for most of this year while not actually sending any. Toothbrush I bought from them is now useless despite still working because I cannot get brush heads from them. They no longer respond to support emails or phone calls, despite continuing to charge. Would like a refund for the undelivered brush heads ($22.50) and the cost of the handle that can no longer be used ($75.00).

    Business Response

    Date: 12/27/2023

    We corresponded with the customer via email regarding their refund and warranty order on 12/7 and 12/27.

  • Initial Complaint

    Date:11/09/2023

    Type:Delivery Issues
    Status:
    Resolved
    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 a Goby customer since April 2019, and in the past they have been responsive when contacted. Recently this has changed. I have a monthly subscription for two brush heads each month, for my wife and I. Starting in December 2022, the monthly deliveries started to fall behind, first by just one month, then the April, May and June shipments did not go out until July. My credit card is charged on the first of each month regardless of back orders or shipping status. Currently my September (#************), October (#***********) and November (#***********) shipments all say order in progress on the Goby website. Ive been charged $16.33 for each of these three months but have not received any of them, and only get an automated email response when I reach out to the company. On top of all that, my brush handle has begun to fail, its unable to hold a charge for more than a few hours. Ive requested a replacement under Gobys lifetime warranty, contacting them on Oct 24 and again on Nov 1, but both times only received an automated email response saying theyll be in touch soon. What Id like to see as a resolution here is a credit for the Sept and Oct orders, and shipment asap of the November order as well as the replacement handle. Along with some assurance that these delivery and/or availability issues have been resolved.

    Customer Answer

    Date: 12/04/2023

    Better Business Bureau:

    At this time, I have not been contacted by Goby regarding complaint ID ********.

    Sincerely,

    ***************************

    Business Response

    Date: 12/26/2023

    We corresponded with the customer regarding their delayed order on 12/12/23. 

    Customer Answer

    Date: 12/27/2023

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

    Sincerely,

    ***************************



     

  • Initial Complaint

    Date:11/09/2023

    Type:Delivery Issues
    Status:
    Answered
    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 places and order for a brush head on 10/20/23. They processed my payment the following day. Per their website shipping should have been within 2 business days. My order status still says processing, I have not received my product. I have called customer service several times and it goes to a voicemail that does not get returned and emailed the company several times.

    Customer Answer

    Date: 12/04/2023

    At this time, I have been contacted directly by Goby regarding complaint ID ********, however my complaint has NOT been resolved because:

    [Your Answer Here]

     
    **** **** ****** 
    *** *** ***** ***** *** 
    Hi there,

    Thanks for reaching out and we're so sorry for the extended delay!

    Unfortunately, we have experienced an unexpected transit delay in receiving our inventory and that is why your order has not shipped. It's set to ship between 11/30 - 12/7, and we did add a $7.50 store credit to your account so your next brush head is on us for the hassle. 

    You will receive a shipping notification once it is on the way to you!

    Our sincere apologies once again, these issues have been increasingly out of our control lately. We thank you for your patience and understanding.

    Please don't hesitate with any further questions, we're always here to help.


    I still have not received the product as of today 12/4/23 

     

     

    In order for the BBB to appropriately process your response, you MUST answer the question above.

    Sincerely,

    *************************

    Business Response

    Date: 12/26/2023

    We corresponded and refunded the customer on 12/6/23. 

  • Initial Complaint

    Date:11/08/2023

    Type:Product Issues
    Status:
    Resolved
    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 automatic shipments of replacement heads for my Goby electric toothbrush. I started having problems with the deliveries in April of 2023. I was charged 4/1 but the shipment was not sent at that time. After several emails, with slow response rate, and no response from phone messages, I received the brushes sometime in June. Automatic shipments scheduled for August 3rd and September 28th have been charged for $7.50 each. Neither order was ever shipped when I view my account on the website numerous times. I have emailed several times and only get canned answers. I have cancelled my automatic shipments and asked in an email dated 10/16 for a refund of $15 if they cannot ship the replacement heads. There has only been a canned response to the email stating: "We are experiencing higher than normal email volumes that is causing delays in our response time. We do apologize ahead of time and we will be with you as soon as possible. We appreciate your patience!"

    Customer Answer

    Date: 12/04/2023

    Better Business Bureau:

    At this time, I have not been contacted by Goby regarding complaint ID ********.

    Sincerely,

    *****************

    Business Response

    Date: 12/26/2023

    We corresponded with the customer regarding their delayed order on 12/6/23.

    Business Response

    Date: 01/10/2024

    The customer was only refunded $7.50 because half of the order ($15.00 total) was paid with $7.50 store credit, so the customer was only charged $7.50. 

     

    On 1/10/24 we refunded the customer an additional $7.50 from a previous order that will be fully refunded to their account within 1-5 business days. 

    Customer Answer

    Date: 02/22/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

    I would like to add that there was no correspondence from the business regarding the error or that the amount was refunded.  I only discovered it on my bank statement.  A simple apology and explanation can go a long way to help maintain a business's reputation and future viability. 

    Sincerely,

    *****************



     


Goby is NOT a BBB Accredited Business.

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