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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:11/08/2023

    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.
    Placed order ************) for three replacement brushes on 9/24/23. I have not received the brushes, but I have been charged on my recent credit card statement. I have emailed Goby multiple times and have called. Was finally able to leave a voice mail, but no call back or response to any emails. What is up with this company? Are they out of business?At this point, I no longer want the brushes, but would like a refund of $23.93.I can no longer use the $60.00 Goby electric toothbrush as I can no longer find the brushes. Thank you for any help you can provide.

    Customer Answer

    Date: 12/03/2023

    Better Business Bureau:

    At this time, I have not been contacted by Goby regarding complaint ID ********.  I have been in touch with my credit card company and they reached out to Goby as well.  However, never heard back from them.  My credit card company did give me a credit, so at this point the matter is closed.  I am very disappointed in Goby.  Not sure what happened to them.

    I appreciate your assistance and trying to resolve this matter.

    Sincerely,

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


    Business Response

    Date: 12/20/2023

    We corresponded with the customer via email on 12/8/23.

    Customer Answer

    Date: 12/28/2023

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

    I am not satisfied with Gobys response, however I want to consider this case closed!  They did send me an email on Dec 8th stating they were sending the brushes.  As of yet, they have not arrived.  I no longer want to use Goby and have purchased another Rechargeable toothbrush.  
    Please close this case..I am not satisfied with Goby, but no longer want to use their product.  

     

     

     

     

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







     

  • Initial Complaint

    Date:11/07/2023

    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 ordered new toothbrush heads for my daughter's electric toothbrush over a month ago. I sent two emails asking when it would be shipped. I tried to call there customer service number and it goes straight to voicemail. After giving them a bad review online someone replied to my email and said my order would be shipped no later than November 5th and they would put a $15 credit on my account for a future purchase. I still haven't received any shipping information and my order still says processing. There's no credit on my account as well. I replied again to the email and ask what is going on and no response. At this point I'm done begging for a product that I paid for over a month ago and nobody can explain why I don't have the product by now. In addition to my refund I would like a additional $10 for them taking my money and I'm sure they made money off of it, basically interest

    Customer Answer

    Date: 12/04/2023

    Better Business Bureau:

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

     

    Hello I have not heard back from the company, Goby. I am going thru the process of getting a refund on the card I used to make the purchase.

    Sent from *********************** (*********************)


    Business Response

    Date: 12/20/2023

    We corresponded with the customer via email regarding their refunded / canceled order. 

    Customer Answer

    Date: 12/20/2023

    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. It took a long time, just received the response of getting my refund today, I placed this order the first week of October.

    Sincerely,

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



     

  • Initial Complaint

    Date:11/06/2023

    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.
    We chose auto-renew for 2 toothbrush heads to be sent to us every 3 months for $15 per shipment. $15 was taken on our credit card on June 30. We did not receive the 2 brush heads. On September 29, another $15 was taken on our credit card and we did not receive the heads. We waited almost a month in case of shipping delays. We tried to contact them 3 times over the last 2 weeks, leaving my name, email address and phone number. We have not heard anything at all from them. We have not received what we paid for. Both shipments are showing Order in Progress on the website.

    Customer Answer

    Date: 12/01/2023

    Better Business Bureau:

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

    Sincerely,

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

    Business Response

    Date: 12/19/2023

    We replied to the customer via email regarding their delayed orders. 

  • Initial Complaint

    Date:11/02/2023

    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 ordered 2 brush heads from their website on September 26th, 2023, and still haven't received any update on them over a month later. I also created a brush head subscription about a month before that that was never fufilled. The status is shown as "order in progress". I tried emailing their customer support address ****************************** twice, and received no response. I also tried calling them and didn't get a response. Looking at their social media, there are many other customers complaining about ordering toothbrushes or heads and not having their orders fulfilled. I'd like a refund. My order ID is #***********.

    Business Response

    Date: 12/18/2023

    We corresponded with the customer via email regarding their delayed order on 11/29/23.

  • Initial Complaint

    Date:10/31/2023

    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 purchased a Goby toothbrush for my spouse and I several years ago (approximately 2020 or 2021). I also signed up for their automatic program that would send replacement brush heads on a periodic schedule. I had an issue with my toothbrush, which was eventually replaced by the business (due to a lifetime warranty) after an email exchange in April of 2023. On September 22, 2023 I emailed the company to explain the replacement toothbrush was experiencing the same issues as before. After thinking about the experience I have had, I decided that I didn't want to wait for a new replacement and would rather just find a new toothbrush. I emailed the company again on 9/27/23 stating that I wanted to cancel my account with ********************** entirely. It has been over a month and I have received no reply from the company. I do not want to be charged by them for my monthly subscription, but have no other way to reaching them except the email address on their website.

    Customer Answer

    Date: 11/25/2023

    Better Business Bureau:

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

    Sincerely,

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

    Business Response

    Date: 12/15/2023

    We corresponded with this customer via email on 11/22/23 regarding their canceled subscription and canceled delayed orders. 

    Business Response

    Date: 12/27/2023

    We corresponded with the customer, their subscription is canceled and they will not be charged further. 

    Customer Answer

    Date: 12/28/2023

    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:10/26/2023

    Type:Service or Repair 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.
    My electric toothbrush charger melted onto my toothbrush when it was charging. Both needed to be replaced. Goby has a great warranty which Ive used in the past. My whole family used goby toothbrushes. I emailed them pictures and video they said they would send me a replacement. I waited and waited, Ive emailed multiple times and still no response from them

    Customer Answer

    Date: 11/20/2023

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

    [Your Answer Here]

    they claimed the toothbrush replacement is out of stock. However the toothbrush is for sale in their website 

     

     

     

     

    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 with the customer regarding their delayed warranty replacement order on 12/26/23. 

    Business Response

    Date: 01/16/2024

    We canceled the customers delayed orders that resulted in refunds, and canceled the delayed warranty order. nothing is set to ship to the customer. 

    Customer Answer

    Date: 01/18/2024

    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.

    Sincerely,

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



     

  • Initial Complaint

    Date:10/23/2023

    Type:Sales and Advertising 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.
    Over the last six months Goby has been completely unresponsive to my customer service requests regarding a subscription for a brush head replacement. I was charged for one that was never shipped, and also for one that utilized an old address that I had previously updated in the system prior to shipping (but which matched the address of the one they never sent).

    Business Response

    Date: 12/11/2023

    We responded to the customer via email regarding their refund / canceled order. 

  • Initial Complaint

    Date:10/19/2023

    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 placed an order #*********** on 8/4/23. A couple weeks later it was still showing order was in process. I reached out to customer service and they said it was delayed but set to ship between 8/31 - 9/7. They added $7.50 store credit onto my account. I still hadnt gotten the shipment so I emailed them back on 9/15. They didnt respond then, nor to my last 2 emails asking for a full refund. Not happy!!

    Customer Answer

    Date: 11/13/2023

    Better Business Bureau:

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

    Sincerely,

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

    Business Response

    Date: 12/06/2023

    We responded to the customer via email regarding their delayed order and refund. 

    Customer Answer

    Date: 12/11/2023

    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:09/28/2023

    Type:Sales and Advertising 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.
    On Friday July 21, 2023 I ordered a brush head replacement for my Goby electric toothbrush. I paid $10.50 via credit card on their website. A month later on August 20th I sent customer service an email stating that I had not received the product yet. The response email was automated and stated that they had a volume of emails and that they will reach out as soon as possible. On August 23rd I got a response saying that there was "an unexpected transit delay" and that my product was set to ship on 8/25-8/30 and that I received a store credit on my account for my next brush head. I followed up on 9/12/2034 and have not received a reply to this day, September 28, 2023.

    Business Response

    Date: 11/13/2023

    We followed up with the customer via email regarding this issue. 

  • Initial Complaint

    Date:09/26/2023

    Type:Sales and Advertising 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 originally purchased my brush on November 3, 2017 for $60. On July 28, 2023 I sent an email stating my brush was no longer holding a charge. I received a reply on August 1, 2023 from "**" stating it would be replaced under their lifetime warranty. I was also asked in the email to verify my address. I replied to that email less than an hour later with my address. I sent an email on August 20, 2023 stating I had not received my brush and requested an update. I received no response. I sent another email on August 23, 2023 and did not receive a response. I called customer service on September 18, 2023 and left a voicemail and did not receive a response. My account also has a refill pending from August 3, 2023 and the money was already withdrawn from account. I want a refund for the refill and a concrete answer as to whether or not I will receive a replacement handle.

    Customer Answer

    Date: 10/20/2023

    Better Business Bureau:

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

    Sincerely,

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

    Business Response

    Date: 11/08/2023

    We processed the customers warranty replacement and followed up with them via email regarding this issue. 

Goby is NOT a BBB Accredited Business.

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