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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:09/25/2023

    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 has charged me multiple times for toothbrush heads that never arrived. I tried to contact the company and they told me they would only credit me for 1 order of heads. According to my subscription page, at one point I was charged $7.50 10 days in a row - still have not received the toothbrush heads.

    Business Response

    Date: 11/07/2023

    We responded to the customer regarding via email additional store credit and their delayed order that shipped to them. 

    Customer Answer

    Date: 11/08/2023

    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:


    [Your Answer Here]


    I am requesting a refund for the heads. I paid for multiple heads and they offered me 1 replacement head free of charge. I want a refund for all of the heads I was charged for because I have since canceled my subscription.  


     


     


     


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




    Sincerely,


    **** *******









     

    Business Response

    Date: 01/04/2024

    We canceled the customers delayed order on 1/4/24 and followed up with them via email regarding their refund that should be expected. 

    Business Response

    Date: 01/04/2024

    We canceled the customers delayed order on 1/4/24 and followed up with them via email regarding their refund that should be expected. 

  • Initial Complaint

    Date:09/20/2023

    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.
    I have contacted Goby multiple times since Sept 9 re replacement of one of the two toothbrushes purchased DIRECTLY from them March 7 2021. The ON/OFF switch is malfunctioning and I want it replaced. I've also left voicemails and no response and this is the poorest customer service EVER!Please! I need someone to contact me ASAP and honor the lifetime warranty by sending my replacement toothbrush.

    Customer Answer

    Date: 10/21/2023

    Better Business Bureau:

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

    Sincerely,

    **** And *******************************

    Business Response

    Date: 11/08/2023

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

    Customer Answer

    Date: 11/10/2023

    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:09/19/2023

    Type:Sales and Advertising 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 subscribed to the company refills every 3 months. Not only have they not honored that frequency, but they are still charging me for unfulfilled orders. They are clearly having inventory issues that they are not transparent about with their customers and take customers money nonetheless.Id recommend anyone reading this to buy a different product.

    Customer Answer

    Date: 10/13/2023

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

    [Your Answer Here]

     

     

     

     

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

    Sincerely,

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

    Business Response

    Date: 10/26/2023

    We communicated with the customer on 10/13/23, and we refunded their orders that have been delayed in shipping. 

    Customer Answer

    Date: 10/26/2023

    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. Please post my complaint public, in any case.

    Sincerely,

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



     

  • Initial Complaint

    Date:09/14/2023

    Type:Service or Repair 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 have ordered three replacement toothbrush heads and my account was charged for all 3. I was charged $14.50 on July 11 (I opted for 2 day shipping), and I paid $7.50 August 11 and Sept 5. I have not received anything in the mail. They have not responded to any of my attempts to contact them at all except with a copy and paste email that assured me I would get a store credit. This was in July. I kept getting charged my refill because it was on a subscription. At one point, it was impossible to even cancel on their website and there is still no option to remove my card info. I am nervous I will get charged again. They clearly do not have the products they are selling. The nonexistent customer service is one thing, but to take alot of people's money and not deliver anything? It is fraudulent. There was no notice that they were having shipping issues, I was told my replacement would ship sometime in late July and it never came. I am beyond upset.

    Business Response

    Date: 10/05/2023

    We followed up with the customer via email on 10/5/23 regarding their delayed orders that have shipped, and not shipped, and refunded shipping costs for a delayed order. 

  • Initial Complaint

    Date:09/13/2023

    Type:Service or Repair 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 have been a subscriber for a while. Years. Out of nowhere, my subscription shipments stopped showing up, however, Goby was still more than happy to charge me for them. This latest subscription did not arrive, but again, I was still charged. I reached out to them via email on September 5th, and have not received a reply. I called just now, and no one answered the phone. Is this business even still in operation??? Or are they just charging everyone's accounts, collecting money, but not providing their service?

    Business Response

    Date: 10/05/2023

    We followed up with the customer on 9/18 and 10/5 regarding their delayed order that has shipped via email. 

  • Initial Complaint

    Date:09/08/2023

    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 ordered toothbrush heads from the company in both june and july. I have recevied neither order. I email and call to inquire and noone ever answers my call or retunrs my call. I get a form email from customer service sating they are sorry for the delay and will issue be a credit. I reply asking for the product or a refund and they again email me the same form letter about a credit. I have repeatedly asked for either the product I ordered OR a Refund. I have not been able to get either and have also not been able to ever speak with anyone in person- email reply or voice message only

    Business Response

    Date: 09/28/2023

    We responded to the customer and resolved the complaint via email on 9/13 and 9/28.

    Customer Answer

    Date: 09/28/2023

    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:08/28/2023

    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.
    I placed an order for 2 replacement brush heads (#***********) on July 19 this year and received a confirmation email the same day. After waiting a month for the items to ship, I sent an email asking about the status of my order and have yet to receive a response. I also tried calling their phone number, but it went straight to voicemail. I left a message but haven't gotten a call back.Goby's website states that orders will ship the next business day. At this point it has been well over a month with no communication from the company.

    Business Response

    Date: 09/07/2023

    We followed up with the customer via email on 9/7/23 with an explanation and credited their account. 

    Customer Answer

    Date: 09/27/2023

    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:08/23/2023

    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.
    Have their electric toothbrush that has lifetime warranty. Contacted them end of may when it stopped working &/they said they were sending a replacement. I have not received it & have contacted multiple times to keep getting shipment dates of 2 weeks out. I also ordered & paid for replacement toothbrush heads & have not received. When you try to go to order history on their site you continually get an error message. I try calling & you can only leave a voicemail & do not get a return call. Emails are not being answered.

    Business Response

    Date: 08/29/2023

    We responded to the customer on 8/29/23 via email, alerting them their current warranty order is still out of stock, and that we processed warranty products that are in stock that will ship within 1-2 business days. Original warranty order will still ship once restocked. 

    Customer Answer

    Date: 08/29/2023

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is the same response i have gotten every time & it just keeps extending the date later & later. i have come to the conclusion that it is never coming
    Sincerely,

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



     

  • Initial Complaint

    Date:08/22/2023

    Type:Service or Repair 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.
    My son ordered a toothbrush head on 7/17/2023 after two weeks of not getting a conformation email. he emailed them and they said he would have a head by Aug 10th. We are now at august 21st with no toothbrush head but they took the money out of his bank account on the 17th of july. Now I ordered him a head just so he would have a toothbrush head and they took the money out of my bank account but still no email and the will not get back in contact with me after phone calls or emails.

    Business Response

    Date: 08/28/2023

    We responded to the customer via email regarding their delayed brush head order on 8/28/23. 

  • Initial Complaint

    Date:08/21/2023

    Type:Billing 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.
    Have refills for ******* toothbrush heads every 3 months and they continue to charge me but no longer deliver them or respond to emails. They owe me $18 and are trying to charge me again on August 23rd even though I haven't gotten a product since March.

    Business Response

    Date: 08/21/2023

    We responded to the customer on 8/21 with the following via email. 

     

    "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 8/23 - 8/30, and we did add $15.00 store credit onto your account so your next brush heads are 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. 
     
    Please don't hesitate with any further questions, we're always here to help"

Goby is NOT a BBB Accredited Business.

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