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:07/17/2023

  Type:Product 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.

  1-Date of transaction: 17 June 2023 2-Amount of money: ***** (plus tax, amount not on order confirmation received by email from ****************************** but amount of **** per brush head is given on the web site)3-What business committed to provide: two electric toothbrush heads 4-Nature of dispute: It has been almost a month since the order. I paid for the two toothbrush heads by credit card but never received them. .5-Whether or not business has tried to resolve problem: There was no estimated estimated shipping time and no notification of a delay. When I sent an email to the email address listed on the goby*** web site (******************************) I received an email back stating they are receiving a high volume of emails and response times are delayed. When I did a search online to see if any other customers are experiencing similar issues with not receiving what they ordered, not receiving any notification of a delay, and repeatedly contacting the company, I decided not to wait further. Some of the complaints involved not even being able to log on to the web site to check on the status of orders not received. At this point I would prefer a prompt refund over waiting even more time for what I ordered. The company seems to have developed significant problems with supply issues and responsiveness to customers. The basic concept of the products they offer is good but unless these issues are ironed out I do not want to do business with them. I am too wary of my money going into a black hole since I bought the merchandise with my credit card and yet not getting what I paid for. This company is relatively young but they need to iron out these issues. This time what I ordered was not expensive but I still want a refund. However, I was planning on ordering an electric toothbrush and toothbrush heads for my daughter--not any more unless things change. Please note: the email for Goby ends in *** and not in ***m. Thank you. 6-Order number: Confirmation #*********** (no tracking # given)

  Business Response

  Date: 07/18/2023

  We responded to the customer on 7/17/23 with the email below. 

   

  "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 7/20 - 7/27, and we did add $7.50 store credit onto 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. 
   
  Please don't hesitate with any further questions, we're always here to help."

  Customer Answer

  Date: 08/09/2023

  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 as far as getting a refund for items never received. However, I have never gotten a response to questions I sent by email about when the items would actually be in stock and/or be able to be shipped/transported. I have an electric toothbrush from GOBY that works well but it will become useless in the very near future if I am unable to get replacement toothbrush heads. I am not sure why they are ignoring these questions. Since only their proprietary toothbrush heads fit their toothbrush then customers are "stuck" with an electric toothbrush they can't continue to use unless the issues are resolved

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

  
  

• Initial Complaint

  Date:07/11/2023

  Type:Service or Repair 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 sells electric toothbrushes with lifetime guarantee. Mine is no longer holding charge. In may they said I would get a new one. Then they said June. Then they said July. Now they have stopped communicating. Also I am supposed to get monthly toothbrush heads mailed. Im still paying for them and they have stopped sending them for many months. I would like my money for original toothbrush reimbursed since it came with lifetime guarantee that isnt being fulfilled. And I would like the monthly $7-$7.50 that Ive been paying reimbursed in full. I stopped receiving products many months ago. Im also shocked that they are still Accepting new customers and advertising when its clear they are no longer a functional business.

  Business Response

  Date: 07/11/2023

  We responded to the customer on 7/11/23 with the following message. 

   

  "Hi there,
  
  Thanks for reaching out and we're so sorry for the extended delay once again! I completely understand your frustration.
  
  We have canceled your subscription, your recent brush head order so you will be refunded $7.50, and canceled your replacement parts order. Nothing further will ship or be charged to you.
  
  Our sincere apologies once again.
  
  Please don't hesitate with any further questions, we're always here to help."

  Customer Answer

  Date: 07/11/2023

  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 toothbrush came with a lifetime guarantee.  I told them in may that my toothbrush was broken.  They said they would send me replacement in may.  Then in june.  Then in July.  I have not received it.  I feel I am owed the cost of the original toothbrush for $60.  Also they charged me for two previous toothbrush heads that were never mailed  I am still owed $75.

   

   

   

   

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

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

  Business Response

  Date: 07/14/2023

  We replied to the customer on 7/14/23 and processed additional refunds. Below is our email to customer. 

   

  "Hi *****,
  
  Thanks for touching base!
  
  We refunded you an additional $14.00 for the last two brush heads you paid for, on top of the $15.00 that has been refunded you the most recent brush head orders. Unfortunately since your original purchase was on an outdated payment method, we will have to mail a check for your refund on your original brush kit purchase for $60.00.
  
  Can you kindly share the best shipping address to mail the refund check to? 
  
  Our apologies once again!
  
  We're always here to help with any further questions as well!"

• Initial Complaint

  Date:07/11/2023

  Type:Service or Repair 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.

  The business stated that when you buy one of their toothbrushes you get a lifetime guarantee on it. My toothbrush has stopped working and I've been ghosted via email. I've sent 3 emails in regards to getting a replacement and haven't heard anything back. And they're still charging for my subscription. This is misinformation and a false promise to their customers.

  Business Response

  Date: 07/11/2023

  We processed the cusotmers warranty replacement parts on 7/11/23, and sent two emails to the customer with the following message below. 

   

  "Hi ******,
   
  Thanks for touching base!
   
  Your replacement brush handle has been processed and you will receive an order confirmation, plus the tracking details once the package is on the way to you.
   
  Please simply recycle or dispose of your old handle where you would other battery-operated items. You can also hold onto your existing charger and brush stand.
   
  We're always here to help with any further questions as well!"

  Customer Answer

  Date: 08/09/2023

  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]

   

   

   My issue still hasn't been resolved, they emailed me stating they were sending a replacement and it still hasn't come and has been 2 weeks.

   

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

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

  Business Response

  Date: 08/10/2023

  We responded to the customer on 8/10/23 with the below. 

   

  "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 brush handle inventory and that is why your order has not shipped. It's set to ship between 8/11 - 8/15, 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."

• Initial Complaint

  Date:06/26/2023

  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.

  I bought a toothbrush from Goby on July 11th 2022. I paid $49.50 for the toothbrush. The toothbrush stopped working on March 20th. They have a lifetime warranty on the brushes. I contacted the company to get a replacement. They said they would send it out. After 10 days, I emailed to follow up. They then put in a request for the replacement. I have emailed them several times and they keep telling me it's a supply chain issue and they won't be able to send it until ** date. When ** date passes, I contact them again and it keeps happening over and over. I checked their ******** page and it seems like this is a recurring issue for several people. I also bought toothbrush heads from them that I can't use and that they won't let me return. At least I think they won't bcs they stopped responding to me. I was on a subscription service tor the brush heads, but also bought 2 additional brush heads for $14 just in case on August 7th 2022. I want a refund for my toothbrush and the 2 additional brush heads I purchased from them since they are unwilling to back their warranty as promised.

  Business Response

  Date: 06/26/2023

  The customers warranty replacement shipped on 6/26, and we responded to the customer on 6/26 with the email below. 

   

  "Hi there,
  
  Thanks for reaching out and we're so sorry for the extended delay once again! I completely understand your frustration.
  
  Thankfully your all-black handle has shipped today and below is the tracking for you, and there is $15.00 store credit on your account so your  next brush heads are on us. 
  
  Our sincere apologies once again.
  
  Please don't hesitate with any further questions, we're always here to help."

  Customer Answer

  Date: 06/28/2023

  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:06/21/2023

  Type:Delivery 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.

  -Placed an online order on May 27, 2023.-My credit card was.charged for the items ordered.-Goby never shipped the order. -Goby does not have a customer service phone number. -********************** only has an email address.-I have emailed Goby three times since I placed my order and Goby responds by saying they will ship it within a week. It has been a month and my order still hasn't shipped.-I asked Goby for a refund. -Goby ignored my refund request.Please help.

  Business Response

  Date: 06/21/2023

  We refunded the customer $15.00 for their purchase. Refund initiated on 6/21/22, funds will be visible to the customer within 1-5 business days. 

  Customer Answer

  Date: 06/24/2023

  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:06/06/2023

  Type:Service or Repair 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 has some serious problems with shipping replacement brush heads and customer service. I always get charged right on time, but have had to contact customer service to find out where my order is. Ive had issues with 3 separate brush head orders and not receiving them or the tracking number not working. Its very aggravating to have to wait 2 weeks and contact the company every time. They also dont put any warnings to consumers saying orders are delayed. It is now June 2023, and the last time I received a brush head was the fall of 22. NINE MONTHS. They have stopped responding to emails or messages on social media. The company experienced an unexpected delay (that has been going on for 6+ months). It is impossible to get your order. I have included photos of both orders that were not even shipped out, along with the last email from APRIL telling me when the order was supposed to ship but *****. Give me a complete refund so I can take my money elsewhere.

  Business Response

  Date: 06/06/2023

  We responded to the customer an update regarding the brush head back order delay on 6/6/23. 

   

  "Hi there,
  
  Thanks for reaching out and we're so sorry for the extended delay once again! I completely understand your frustration.
  
  Unfortunately the same widespread supply chain delay in receiving our inventory has continued until between 6/8 - 6/20. There is $15.00 store credit on your account so your next brush heads are on **, and I can thankfully assure we are working to ship your replacement Goby as soon as possible.
  
  Our sincere apologies once again."

  Customer Answer

  Date: 06/14/2023

  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 want a refund on the entire price I paid for the toothbrush. You refuse to give a refund for the brush heads I paid for despite me showing I was charged. I purchased and signed up for your service because you, as a business, promised to be honest to your customers and you have not been. I dont want a credit for a product you cannot obtain - I want my money back for a scam product/company.  

   

   

   

   

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

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

  Customer Answer

  Date: 06/26/2023

  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 need this case reopened please. The company said they would give me a refund and I wanted to wait a few days to see if that happened- it did not. So they are lying to their customers. Please reopen the case. ID # ******** 

   

   

   

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

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

  Business Response

  Date: 06/26/2023

  The customer is referring to a refund on an order that was paid for with store credit, so they customer was never charged to begin with. we refunded the customer an old order for $7.50 that they will see the funds within 1-5 business days. 

• Initial Complaint

  Date:05/12/2023

  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 Goby toothbrush stopped holding it's charge/ would only work half the time after continuous charging. I contacted Goby support via email back in February of 2023. I was told that a replacement toothbrush and charging dock and cable would be shipped out once I confirmed my shipping address. Almost a month later, I still had not received the replacement. I contacted Goby through email and I was told it would delayed due to widespread supply chain issues. I also tried calling the Goby support number, and to my surprise, I was not able to talk to a person, but rather had to leave a message. I left a message and no one called me back. Fast forward to today, May 12th, 2023, and it has been the same pattern: wait a month, email them, they tell me it will be another 2 to 3 weeks due to widespread supply chain issues, wait a month, email them, they tell me it will be another 2-3 weeks.Here is a timeline:Feb 23, 2023 first contact March 17, 2023 second email April 13, 2023 third email May 10, 2023 fourth email

  Business Response

  Date: 05/12/2023

  We responded to the customer on 5/12/23 at 11:45 EST the following; 

   

  "Hi there,
   
  Thanks for reaching out and we're so sorry for the extended delay once again! I completely understand your frustration.
   
  Unfortunately the same widespread supply chain delay in receiving our inventory have continued until between 5/15 - 5/25. There is $10.00 store credit on your account so your next brush heads are on **, your last brush head was paid for with store credit 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:04/19/2023

  Type:Service or Repair 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 claims a "lifetime warranty" on their website. I reached out to the company because my toothbrush had broken, and instead of having this lifetime warranty claim fulfilled, I was told that there would be a delay due to "supply chain issues." I was understanding of this--the first time it happened. However, it has now been nearly three months, and they are still claiming supply issues. HOWEVER, there are toothbrushes in stock on their website. Every time I email to point this out, my emails are blatantly ignored. I am infuriated and disgusted by such slimy business practices.

  Business Response

  Date: 04/19/2023

  The customer's lifetime warranty replacement shipped on 4/18. 

   

  Tracking - **********************************************************************************************;

• Initial Complaint

  Date:03/24/2023

  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.

  Goby has a lifetime warranty listed on their website. My toothbrush died and I sent an email on December 15th asking for a replacement or a refund Here is a list of communications: Via Email:Sent: 12/15 - intial request Received: 12/15 - response asking to confirm address Sent: 12/15 - confirmed address Received: 12/19 - confirmation with estimated ship date 12/20-1/5 Sent: 1/17 - request for update with a new address since I have moved in the last month Received: 1/19 - apology with $15 credit, confirmed new address, and an estimated ship date of 1/25 and 2/5. Sent: 2/7 - request for update Sent: 2/9 - request for update or refund Received: 2/10 - apology reminding me of $15 credit, and an estimated ship date of 2/10 and 2/25. Sent: 3/1 - request for update or refund Received: 3/7 - apology reminding me of $15 credit, and an estimated ship date of 3/10 and 3/35 (typo).Received: 3/7 - confirmation of order (with no ship date or link) being sent to old address Sent: 3/7 - request to switch address Received: 3/7 - confirmation of order (with no ship date or link) being sent to new address Via instagram chat: Sent: 3/12 - request for update or refund Received: 3/13 - confirmation of shipping date 3/15-3/17 Sent: 3/20 - request for update or refund Sent: 3/21 - request for update or refund Sent: 3/22 - request for update or refund Sent: 3/24 - final request for update or refund ************* Sent: 3/23 - request for update or refund Via email: Sent: 3/24 - final request for update or refund Received: 3/24 - confirmation of shipping date "today - Monday"Sent: 3/24 - "If I don't get a shipping confirmation today I want a full refund, including all brushheads I've been sent without having a functioning toothbrush." As you can see, it's been continued promises of a replacement brush with no follow-through, and no offer of a refund despite clearly not having the product available. At this point I want a refund so I can buy a new toothbrush.

  Business Response

  Date: 03/24/2023

  We have processed a new brush kit for this customer that is expected to ship between 3/24 - 3/27. we have alerted the customer of this. the product is out of stock. if we had the product, we would ship it. 

  Customer Answer

  Date: 03/29/2023

  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 continue to get estimated shipping windows pushed over and over again. This is the 6th window in 3 months, as documented in the complaint. They do not have the product in stock and haven' since mid-December, so I would like a refund. 
  
  

   

   

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

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

  Business Response

  Date: 05/02/2023

  The customers warranty replacement brush kit was delivered on 3/31 according to this tracking - **********************************************************************************************;

• Initial Complaint

  Date:03/23/2023

  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.

  In 2017 I bought a goby toothbrush with limited lifetime warranty October 2022 I recieved a new toothbrush under that warranty That tooth cease to work January2023, while only using it for its intended appropriate use.Goby promised to send me a replacement toothbrush.I called and email GOBY many times. Each time Goby tells me there is no stock. I have not have a toothbrush replace in 3months time.

  Business Response

  Date: 03/23/2023

  we have processed a replacement Goby for this customer on 1/31/23 (less than two months ago), and on 3/23/23, we processed a whole new brush kit for the customer and emailed them on 3/23/23. We are experiencing supply chain delays in receiving our inventory and that is why they customers replacement parts have not shipped. If we had the parts in stock, they ship. 

  Customer Answer

  Date: 03/26/2023

  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.
  
  Sincerely,
  
  *******************