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Business Profile

Online Retailer

Goby

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 193 total complaints in the last 3 years.
  • 16 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:06/24/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 which has a lifetime warranty. Earlier this year I submitted a warranty request on April 3. Goby communicated with me and told me they would replace my toothbrush. Then I started receiving emails informing me that they are running late or have delays. As of today 6/23 I have not received a replacement. The company is no longer responding to me. ************************* **************************************** *********************** ************ Thanks for touching base and we're so sorry for the delay! 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.

  • Initial Complaint

    Date:06/17/2024

    Type:Order Issues
    Status:
    Unanswered
    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 charged my account for two recent refill orders and failed to send them. When I contacted the company they failed to respond.

    Customer Answer

    Date: 07/15/2024

    Better Business Bureau:

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

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

     

    Hello,

     

    Thank you for your email of today's date.  Per your request as to whether Goby has contacted me directly, they have not.  I have not received a response to my inquiries or a refund of the amount owed.

     

    Sincerely,

    *********

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

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


  • Initial Complaint

    Date:06/11/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Its been six months or more since Ive received new brush heads for my wife and my toothbrushes, but we were charged multiple times for replacement heads. A couple of months ago, I got a reply from Goby That parts were on back order, but since then they refuse to respond to any of my follow-up emails. They owe me Reimbursements for multiple subscription fees for these brushheads. Horrible service and communication!

    Customer Answer

    Date: 07/08/2024

    Better Business Bureau:

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

    Sincerely,

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

  • Initial Complaint

    Date:06/10/2024

    Type:Product Issues
    Status:
    Unanswered
    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 November 24, 2023, I ordered 5 replacement electric toothbrush heads for a total of $37.50. My order number is #***********. As of June 8, 2024, I still have not received my order NOR a refund. I have contacted customer service numerous times via email, each time the response was "there are shipping delays, but we are expecting your order any day." On May 28, 2024, I contacted customer service requesting a full refund. I have yet to receive any response or transaction refunds. I want a full refund immediately.

    Customer Answer

    Date: 07/04/2024

    Better Business Bureau:

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

    Sincerely,

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

  • Initial Complaint

    Date:06/10/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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 customer of ********************** since 2018. I have bought 7 toothbrushes for my family members and all the brush heads come to me every 3 months. I have had a handle stop charging and they have replaced it no problem. There is a lifetime guarantee on their products. August of 2023 my toothbrush stopped charging, so I emailed them about it and they responded right away, experiencing higher than normal email volumes that is causing delays in our response time. Then in Sept they emailed they would send a new brush handle. In Oct, email them I havent received yet. No answer. Nov, I email again twice, no answer. I call and leave messages as well. Its now Jan, I email again twice, and now I have 2 brush handles not working. They finally respond with the same message as before about delays and a new shipping date. March, I email again, and they have experienced transit delay in receiving their inventory and a new ship date in March. Meanwhile they keep charging me for brush handles, that I dont receive. I was charged $30 twice, once on 1/8 and again on 4/8. I cant cancel anything because their website is gone. I just emailed again today, June 9th, no response yet. I now have 3 brush handles not working. This has been the most frustrating experience. I invested in 7 toothbrushes because of their warranty, and now have 3 broken handles and no brush heads!

  • Initial Complaint

    Date:06/07/2024

    Type:Product Issues
    Status:
    Unanswered
    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 a Goby brush kit in April 2018 and had subscribed to receive replacement brush heads every 2 months. Prior to this year, I had positive experiences with the company, their products and their customer service.I had expected to receive my most recent shipment of replacement brush heads in May 2024, and even received an email from the company on April 29, 2024 stating that I had until May 2, 2024 to make any changes to the order. On May 28, 2024, I reached out to the company via email stating that I had yet to receive my replacement brush head and that I had not yet been charged (which it turns out is a good thing). I never received a response to my email, and when I attempted to reach their customer service by phone, I was taken immediately to a voice messaging system where I could leave a voicemail but with no opportunity to speak with a live representative.On June 1, 2024, I emailed again to request the closure of my account due to the lack of response to my previous email and the reports I had begun reading online from other customers reporting similar issues over the past few months. I also requested the cancellation of my subscription and the deletion of my personal contact information and credit card data since it was impossible to delete this information through their website. As of this morning (June 7, 2024), I still have not received a response, and the company's website now appears to have been taken down completely.I am requesting that the company (if it still exists) cancels my subscription and purges any/all of my data from its system so that my contact information and payment method cannot be accessed. Since I was never charged for the latest shipment I was intended to receive, I am not requesting any financial compensation or refund at this time, though I am disappointed that a toothbrush with a lifetime guarantee is no longer usable since I cannot replace the brush heads with a similar model from another company.

    Customer Answer

    Date: 07/02/2024

    Better Business Bureau:

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

    Sincerely,

    **** *****

  • Initial Complaint

    Date:06/07/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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 an electric toothbursh kit on 02/17/2024 and was charged through Goby with a 2 week shipping period at the time of ordering.Since then I have sent follow up emails on the below dates 03/07 : advised of 2 week delays due to supply chain issues 03/14 : advised of 2 week delay due to supply chain issues 03/21 : advised of 2 week delay due to supply chain issues 04/12 : advised of 2 week delay due to supply chain issues 06/04 : still waiting for a response.My card was charged in February when the order was placed. At this point I would like a refund for the purchase made in February. I do not believe I will receive the toothbrush kit despite all the false assurances.Thank you

  • Initial Complaint

    Date:06/06/2024

    Type:Billing Issues
    Status:
    Unanswered
    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 brush head replacements on January 29, 2024, order number ************. I was told several times the shipment was delayed and they were coming. Now, it appears that the company is out of business and, as far as I can tell, I have not received a refund. I asked for a refund but, have not heard from the company.

    Customer Answer

    Date: 06/30/2024

    Better Business Bureau:

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

    Sincerely,

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

  • Initial Complaint

    Date:06/06/2024

    Type:Customer Service Issues
    Status:
    Unanswered
    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.
    ive been billed for brushes, but not received one in over six months. I have reached out to inquire about order status but get no response. I am assuming company is out of business but my card is still being charged monthly without receiving any product.

    Customer Answer

    Date: 06/30/2024

    Better Business Bureau:

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

    Sincerely,

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

  • Initial Complaint

    Date:06/06/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    Despite multiple attempts to contact the company, I have not received the items I ordered nor any satisfactory update on their status. Additionally, the company's website (www.goby.co) is no longer active. 1st Order: 4/23/24 Order #: *********** Total: $10.50 ***************** toothbrush replacement brush heads, ordered via GOBY's website.2nd Order: 4/25/24 Order #: *********** ******************** electric toothbrush, agreed upon by a customer service representative after my current toothbrush stopped working while still under warranty. The replacement was to be sent free of charge.Initial Responses:4/24/24: "Thanks for reaching out and we're so sorry to hear you're experiencing issues with your Goby! We'll utilize our warranty to send a new brush handle. Can you kindly confirm your shipping address for me?"4/25/24: "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."Despite confirming my shipping address and placing the orders as requested, I have not received either order. Attempts to contact GOBY:Phone: I left 3 voicemails on companys customer service line/************.Emails: I sent 3 emails to customer service at help@***************************/7/24, I received the following email: "Thank you for reaching out to us. We regret to inform you that due to unforeseen operational challenges, our business is currently unable to process orders or respond to emails directly at this time. We sincerely apologize for any inconvenience this may cause and appreciate your understanding. If you have any urgent concerns, please note that responses may be significantly delayed. Thank you for your understanding"Company has become completely unresponsive. I feel like Ive been scammed.

    Customer Answer

    Date: 07/02/2024

    Better Business Bureau:

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

    Sincerely,

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

Goby is NOT a BBB Accredited Business.

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