Complaints

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.

• Initial Complaint

  Date:08/18/2023

  Type:Product Issues
  Status:

  AnsweredMore 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.

  - My subscription to their toothbrush product placed an order on May 18, 2023 - on May 31 I emailed support asking where my order was because it hadnt shipped - on June 1 they said there was inventory delay and my order should arrive between June 3-June 10 and gave me a credit of $7.50 for my next order - on July 10, after still not receiving it, I emailed requesting a refund as I no longer want to use their product - I never received a reply - on July 31, I emailed again requesting a refund and a response.- I never received a reply - its now 13 weeks after my initial order was placed and ********************************************** I believe this company may have gone out of business but is still accepting orders and taking peoples money and they still are charging people for subscriptions they cannot fulfill.

  Business Response

  Date: 08/22/2023

  We issued a refund for the customers pending / delayed order on 8/22/23, and followed up via email. 

• Initial Complaint

  Date:08/16/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore 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 get a replacement Goby toothbrush for months (as per their lifetime guarantee). My correspondence with Goby has been via email as they don't respond to ******** messages or phone calls. This is the second time I've had the same problem with my Goby toothbrush-the first replacement was shipped very quickly, with fantastc customer support. This current experience has been dismal. I have not been receiving my replacement brush heads on a regular basis, and my requests for a replacement brush were always met with " we have supply chain issues, your order will be shipped in July (2023). Again, after several emails, they replied "we have supply chain issues, your order will be shipped by August 15th (today). I have given up with this company, and I requested a refund of my original purchase price. I don't trust them to care for their customers anymore.

  Business Response

  Date: 08/18/2023

  We responded to the customer via email on 8/18 with the below. 

   

  "Hi *****,
  
  Thanks for reaching out and we're so sorry for the extended delay once again! I completely understand your frustration.
  
  We did receive some of our replacement parts yesterday, so we swapped your Goby blue parts for all-black brush replacement parts that will ship today - tomorrow. There is $15.00 store credit on your account so your next brush heads are on us, and I can thankfully assure we are working to ship your replacement Goby as soon as possible.
  
  Our sincere apologies once again.
  
  Please don't hesitate with any further questions, we're always here to help."

• Initial Complaint

  Date:08/10/2023

  Type:Product Issues
  Status:

  AnsweredMore 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 Goby toothbrush. They advertise that if it stops working, they will replace it. I was impressed with their product, brought it into my husband's business (he is an orthodontist) sent toothbrushes to my entire family and friends. In June, my toothbrush stopped working. I let them know and at the same time, purchased two more so that I could offer them to friends/family who may stay at our home. After weeks of waiting, I emailed them and let them know I hadn't received my order or replacement. I got a form letter back. I waited several more weeks. Another form letter came back. A few days ago I wrote them again stating that I was owed these three toothbrushes and that I had single handedly sent at least 30+ orders their way, and that I would contact the BBB. Today I received a nasty email from **.. who lied and said I had cancelled my orders. (My statement for my credit card can show that I did not cancel my order) and he canceled my subscription for brushes. I try to help small businesses. We were once a small business. This **** has sat on my order and caused me grief and he seems to enjoy this. There are only 5 employees at this business. He clearly has anger issues. All I want are the three toothbrushes I am owed,

  Business Response

  Date: 08/15/2023

  We responded to the customer with the following response via email on 8/15/23. 

   

  "Hi *****,
  
  Thanks for touching base and we're so sorry for the delay and the confusion!
  
  On 7/25/23 you stated that you would like to be refunded for your order, and that is why we canceled your orgiinal brush kit orders to initate a refund. We can now see now that you did not dispute the charge, our apologies. 
  
  We processed your 3 brush kits with 2-day shipping and you will receive an order confirmation, plus the tracking details once the package is on the way to you.
  
  Your brush kits are expected to ship between 8/17 - 8/20, and there is $15.00 store credit on your account so your next two brush heads are on us. 
  
  We're always here to help with any further questions as well!"

  Customer Answer

  Date: 08/16/2023

  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 find your sudden interest in my case insincere and late  I received at least two form letters stating that this would be taken care of in a timely manner  it was not   You advertise that your product has a lifetime guarantee and I purchased many for family and friends  They all took way too long to arrive and when my mothers quit working, you never replaced that  I wrote at least two emails for her with no response  I wouldnt recommend your product anymore to anyone and have forwarded my issues with you to those I gifted your product to and also those I recommended you too   Expect close to 50 people requesting refunds  and with ** as your customer service representative, Im sure the BBB will be contacted again  

   

   

   

   

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

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

  Business Response

  Date: 08/28/2023

  The customer's warranty items shipped on 8/17/23, and we followed up with the customer via email on 8/28/23. 

  Customer Answer

  Date: 08/30/2023

  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: Inevitably I will need to contact their customer service again as our household alone has 5 of their products. Their customer service person (**) seems to enjoy ignoring customers who require assistance. The same thing happened before when dealing with him while I was trying to get a replacement for my mother.  It never happened. Am I going to have to reach out to the BBB every time I need customer service from this company. It appears that way to me. How many other customers are disregarded as I have been on numerous occasions. What is my next step the next time this happens? 

  [Your Answer Here]

   

   

   

   

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

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

• Initial Complaint

  Date:08/07/2023

  Type:Product Issues
  Status:

  AnsweredMore 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.

  On July 19, 2022 I placed an order of $60 for a Goby toothbrush. This came with a subscription for replacement heads every three months. On May 16, 2023 I reached out to the company as I had been charged multiple times for brush heads that were not being sent out. They promised the brush heads would be sent out, and then stopped responding to all emails.On August 3, 2022, I reached out AGAIN after zero communication or brush heads and was told they would cancel my subscription after I asked for a full refund of the toothbrush. Due to no fault of my own, I can no longer use the product because they refuse to communicate with ANY of their customers, or send out paid for goods. They have a lifetime warranty on all their brushes, yet can't even respond to any customers. I know I am not the only one left in the dark with wasted money.I would like a full refund on the $60 brush since I can no longer use it due to their disservice and dishonesty.

  Business Response

  Date: 08/09/2023

  We refunded and responded to the customer on 8/9/23 with the below email. 

   

  
  Hi ******
  
  Thanks for reaching out and our sincere apologies for the shipping delay once again! We fully refunded your original purchase. 
  
  You should expect $60.00 refunded back to your original method of payment. It could take a few business days for the funds to appear, depending on your bank or credit card company.
  
  Please don't hesitate with any further questions, we're always here to help.

  Customer Answer

  Date: 08/18/2023

  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 received their email but have NOT received a refund. 

   

   

   

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

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Customer Answer

  Date: 10/24/2023

  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:

  This has still not been resolved.
  Goby said they would send a check in the mail for a full refund on September 28th and I have still yet to receive anything.
  
  This is getting ridiculous.

   

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

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Business Response

  Date: 12/11/2023

  We emailed the customer regarding the mailed refund process. 

• Initial Complaint

  Date:08/07/2023

  Type:Delivery Issues
  Status:

  AnsweredMore 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.

  Ordered a product from this company on 6/2/2023. I received confirmation but no shipping. Contacted company who stated it would ship 6/22-6/28 because they were behind on orders. Neve received shipment info or product. Attempted to contact again on 7/21/23 and asked for refund, have had no response.

  Business Response

  Date: 08/09/2023

  We refunded and responded to the customer via email on 8/9/23 with the email below. 

   

  "Hi there,
  
  Thanks for reaching out and our sincere apologies once again for the delay!
  
  We canceled your delayed brush head order so you will be refunded and it will not ship. 
  
  Please don't hesitate with any further questions, we're always here to help!"

• Initial Complaint

  Date:08/07/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore 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 made my purchase directly through ******** on July 7th, and my credit card was charged, but two weeks later I havent received anything from Goby. I called numerous times with customer service number listed on the website ************. Nobody answered, I left the voice messages, nobody call me back. So I contacted through email *****************************. Finally someone rely my message, and told me they will ship my items between 7/30-8/5 and I will receive the shipping confirmation from the email. So far by now, I havent received anything yet. And I tried to contact customer service to get the refund, nobody replied my message.

  Business Response

  Date: 08/09/2023

  We refunded the customer and responded to them via email on 8/9/23, our email response is below. 

   

  "Hi there,
  
  Thanks for reaching out and our sincere apologies once again for the shipping delay!
  
  We canceled your delayed brush head order so you will be fully refunded and it will not ship. You should expect the refund in your account within 1-5 business days!
  
  Please don't hesitate with any further questions, we're always here to help!"

  Customer Answer

  Date: 08/10/2023

  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:07/31/2023

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  Goby continues to bill my CC without sending the product. Goby should not charge credit cards until the product ships. The last 4 auto refills were not fulfilled and I was never sent a refund. Please send a refund.Auto refill dates: 4/19/23 $7.50 6/15/23 $7.50 6/19/23 $7.50 7/17/23 $7.50

  Business Response

  Date: 08/02/2023

  We responded to the customers inquiry for the second time on 8/2, with the below message. 

   

  "Hi *******,
  
  Thanks for reaching out and we're so sorry for the extended delay once again! I completely understand your frustration.
  
  I can confirm that all of your pending orders will ship once our brush heads are restocked. 
  
  Unfortunately the same widespread supply chain delay in receiving our inventory has continued until between 8/5 - 8/15. There is $15.00 store credit on your account so your next brush heads are on us, and I can thankfully assure we are working to ship your replacement Goby as soon as possible.
  
  Our sincere apologies once again.
  
  Please don't hesitate with any further questions, we're always here to help."

  Customer Answer

  Date: 08/08/2023

  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:

  I have logged onto my account with **********************. Their website does not show a store credit balance for any amount. I would like to request a full refund of all the money I have paid in the last year, in which I have not received product for. I have had to cancel my subscription and purchase another toothbrush due to not receiving the replacement heads in time.

   

   

   

   

   

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

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  Business Response

  Date: 08/22/2023

  We issued refunds for the 4 pending / delayed orders to the customer on 8/22/23, and followed up via email. 

• Initial Complaint

  Date:07/28/2023

  Type:Order Issues
  Status:

  AnsweredMore 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.

  date of transaction: December 15, 2020 amount of money paid: $70.50 business commitment: lifetime guarantee, to provide brush heads; continue to sell toothbrush and subscription fully knowing that they cannot honor orders; my toothbrush cannot work without a brush head; had to buy another toothbrush order number: #***********

  Business Response

  Date: 08/02/2023

  We refunded the customer and replied to them via email on 8/2 with the reply below. 

   

  "Hi ***,
  
  Thanks for reaching out and our sincere apologies for the shipping delay once again!
  
  We have refunded you $70.50 for your original purchase. You will see the funds within 1-5 business days. 
  
  I can also confirm your subscription is canceled - ******************************************************
  
  Please don't hesitate with any further questions, we're always here to help!"

• Initial Complaint

  Date:07/24/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Purchased an electric tooth brush, along with a a brush replacement subscription on February 27. I was supposed to get replacement heads sent to me every 3 months. I received the brush in the first week of March. It had one brush head in it. After a month or two it started to wear out, and for sanitary reasons I needed to replace it. I reached out June 20 about a replacement head (It should have come May 27). On June 20, and then again on July 5 (after I reached out AGAIN), "A.J." at Goby said "Thanks for touching base and we're so sorry your brush head still has not processed! We processed a brush head for you at no cost for the hassle, and you will receive an order confirmation, plus the tracking details once the package is on the way to you.We are working on the issue causing your subscription to not process, and will have this fully fixed shortly!" I never got the brush head replacement. I then asked to just send me a few brush heads, and cancel my subscription because this is clearly not a reliable way to get brush replacements. No answer. Then I asked to refund me for the toothbrush, no answer. I cannot use the tooth brush anymore because the original head has worn out, and no other toothbrush head brands will fit this brush (which Goby even states on their website). I need a refund for my order and my account canceled, but no one responds. I have spent $87 on this brush and would like that refunded to my CC asap.

  Business Response

  Date: 07/24/2023

  We responded to the customer via email with the following response. 

   

  "Hi there,
  
  Thanks for reaching out and our sincere apologies for the delay! I completely understand your frustration.
  
  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 7/30 - 8/5, and we adjusted your order to 4 white brush heads instead of 1. 
  
  There is $15.00 store credit on your account so your next brush heads are on us, and I can thankfully assure we are working to ship your replacement Goby as soon as possible.
  
  Our sincere apologies once again.
  
  We also canceled your subscription for you. You can confirm the change and edit further anytime here - ******************************************************
  
  Please don't hesitate with any further questions, we're always here to help!"

  Customer Answer

  Date: 08/17/2023

  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:

   

  The business did not follow through on their promise to send brush heads even after the BBB contacted them. I tried 2 more times, they are not responding. Please help! 

   

   

   

    

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

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

  Business Response

  Date: 09/14/2023

  We completed the customers request and followed up with the customer via email on 9/14/23. 

  Customer Answer

  Date: 10/31/2023

  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:07/19/2023

  Type:Product Issues
  Status:

  AnsweredMore 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.

  date of transaction: June 16 the amount of money paid to the business: $7.50 what the business committed to provide: electric toothbrush head via subscription nature of dispute: product not received; business is knowingly selling subscription, but cannot provide order number: ***********

  Business Response

  Date: 07/19/2023

  We responded to the customer with the below and refunded the customer for their delayed order on 7/19/23. 

   

  "Hi there,
  
  Thanks for reaching out and our sincere apologies for the shipping delay once again!
  
  We canceled this order so you will be refunded and it will not ship. 
  
  I can also confirm your subscription is canceled - ******************************************************
  
  Please don't hesitate with any further questions, we're always here to help!"