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:01/09/2023

  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.

  Hello.Let me begin by providing a bit of context. GOBY electric toothbrushes comprise two parts. Brush Handles are the main piece of equipment that take a charge and power the second component, the Brush Heads. The Brush Handle is a one time purchase and then buyers can subscribe to receive replacement Brush Heads.I ordered a Brush Handle and Brush Head on 10/4/22 and subscribed to receive replacement Brush Heads on a bi-monthly schedule. I received a shipping confirmation via *** Ground on 10/5. I believe I received that initial order, the Brush Handle and Brush Head, within a week, per *** guidelines. I received a shipping notification and was billed for a replacement Brush Head on 12/5 (which I still have not recieved).On 12/10, I contacted GOBY's customer service because my Brush Handle stopped powering on, or taking a charge when plugged in.They offered me a replacement Brush Head, and I was satisfied with that resolution. They sent a shipping notification - with no tracking info - on 12/16/22.On 1/5/23 I reached out again, because I had not received the Brush Head, which supposedly shipped 12/5/22 or the replacement Brush Handle, which I had no way to track. At that point, I requested a refund. The product was guaranteed for 60 days, and so I am entitled to a full refund. The **************** Associate cancelled the orders for both the replacement Brush Head and the subscription Brush Handle, but only refunded me $8.17 for the subscription Brush Handle. Again, I am entitled, per GOBY's 60 day guarantee, to a full refund. My records show that I was charge $76.21 for the Brush Handle on 10/5/22.I wrote back to **************** clarifying that I expect a refund for the Brush Handle on 1/5/23, and it has been radio silence on their end since then. I checked back in the next day, to no avail, and I called the number provided on the company's website and left a message with my contact info the day after that. No refund. No response.

  Business Response

  Date: 01/09/2023

  We are processing full refund for the product. 

• Initial Complaint

  Date:01/06/2023

  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.

  Toothbrush has a lifetime warranty. Toothbrush is no longer charging or working. Contacted customer service and it is taking them two weeks for each response and they are repeating questions that were already asked without moving anything forward towards replacing or fixing the toothbrush. A lifetime warranty is meaningless if there is not adequate support to act on it especially for a toothbrush. As a result, I'm switching to Philips Sonicare and want a refund on my toothbrush and refills.

  Business Response

  Date: 01/06/2023

  We are fulfilling the customer's lifetime warranty and any necessary refunds. 

  Customer Answer

  Date: 01/06/2023

  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 not been contacted about any refunds as of yet.

   

   

   

   

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

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

  Business Response

  Date: 02/28/2023

  We replaced their defective product with a brand new product under our warranty. 

   

  The brush kit that shipped under our warranty shipped on 2/24 and here is the tracking - **********************************************************************************************;

  Customer Answer

  Date: 03/01/2023

  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:

  Of the reasons I provided previously. Waiting 2 months for a replacement brush is unacceptable. 

   

   

   

   

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

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