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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.
  • 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:06/05/2024

    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 have a Goby toothbrush with a lifetime replacement guarantee. I reached out to Goby with a request to replace the toothbrush when it stopped working and was promised a replacement. Since then, excuse after excuse about backfilling orders has come my way and no replacement was ever issued despite promises to the contrary. Their last response was that I should receive it between May 2 and 4 but nothing ever arrived and they have stopped responding.

  • Initial Complaint

    Date:06/04/2024

    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.
    On 4/20/24 I ordered replacement brush heads for the Goby our orthodontist gave us. I emailed on 4/29 to request an update and was told there were transit issues and it would ship by 5/10. I followed up by email on 5/20 and again 6/1 and got no response to my request for a refund. They charged me and gave me no product. Our orthodontist says this is a pattern and they no longer work with Goby for this exact reason.

  • Initial Complaint

    Date:06/04/2024

    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.
    Ive paid a monthly subscription for years from Goby to get my toothbrush heads delivered. I have been charged one every two months but I have no received a brush head since September. Over the years, Goby has been very spotty with my orders and it usually takes over a month for their products to arrive. Them not showing up is a first and now its happened for almost 9 months in a row. I didnt notice until now, its a convenience thing I dont check so it slipped through the cracks. I emailed Goby multiple times, no response. They are scamming their customers.

  • Initial Complaint

    Date:06/04/2024

    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 have had a subscription with Goby to receive replacement toothbrush heads every two months. I have been billed in Aug 2023, Oct 2023, Dec 2023, Feb 2024, and Apr 2024 for replacement heads that havent been sent. I reached out to customer service who said that theyve had issues outside of their control with receiving inventory, but its been nearly a year and I havent received any of the products Ive paid for. I want my product or a refund, but theyve only continued to provide later and later shipment dates when I ask.

    Customer Answer

    Date: 06/28/2024

    Better Business Bureau:

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

    Sincerely,

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

  • Initial Complaint

    Date:05/31/2024

    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.
    Im a subscriber to their brush head subscription, have been charged five times without receiving anything over the past year. I have reached out to them on multiple occasions and received emails ranging from supply chain issues to we no longer have help to respond without any refund or support.

    Customer Answer

    Date: 06/26/2024

    Better Business Bureau:

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

    Sincerely,

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

  • Initial Complaint

    Date:05/30/2024

    Type:Sales and Advertising 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 toothbrush has supplier issues that have affected their ability to ship out toothbrush heads for almost a year now. I had auto-order enabled when I first enrolled and have an order from August 26, 2023 that has still not been fulfilled. When I have contacted Goby by email several different times they reiterate that its a supply issue and that theyre working on the problem. Time and time again they say the same thing and nothing changes.

    Customer Answer

    Date: 06/24/2024

    Better Business Bureau:

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

    Sincerely,

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

  • Initial Complaint

    Date:05/28/2024

    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.
    I submitted an ordered and paid for a Black Toothbush kit on Oct 06,2023 from Goby through their website and have not received my product or received a refund after attempting to resolve the matter with the business directly. As of today, May 25th, 2024 the order status remains as 'Order in progress...". After receiving an initial response after my first inquiry indicating the order was set to ship between 12/20 - 12/30 ( I assume 2023 although not clearly called out) I have not been able to achieve any further response or update either by email or via phone. I have made payment and not received the goods promised and request a full refund.

    Customer Answer

    Date: 05/28/2024

    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:05/24/2024

    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.
    The website is stating they placed my orders both on Jan 12, 2024 & April 12, 2024 and my credit card was charged, but never received the replacement brushes.

    Customer Answer

    Date: 06/18/2024

    Better Business Bureau:

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

    Sincerely,

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

  • Initial Complaint

    Date:05/22/2024

    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 have been a Goby subscriber for years without issue and am happy with the toothbrush itself. I committed to a subscription to receive a new brush head every 3 months. After not receiving a new head, I checked my account and realized that the last 3 replacement heads were not sent, though I was charged for them.The transactions are as follows:#*********** * October 10th, 2023 #*********** - January 10th, 2024 #*********** - April 10th, 2024 When I complained, I was told that my order would ship by April 25th. It's now May 21st. I issued another complaint and did not receive a response.The heads each cost about $8.00 with shipping, so $24 in total. The larger issue however is that the brush is supposed to have a 'lifetime warranty'. Without being able to purchase brush heads, the brush and its warranty are useless.Regarding resolution -- I have a black toothbrush but would happily accept brush heads in any color as long as they are compatible with my toothbrush!

  • Initial Complaint

    Date:05/21/2024

    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 toothbrush heads on 1/7/2024 for $22.50. I reached out on 1/14/2024 when I hadn't received a notice of shipping within 7 days. My order number is ***********. A.J. from GOBY responded on 1/16/2024 apologizing for the delay, added $7.50 in credit to my account for the hassle (which would be nice if you could ever receive any products from them), and said my order would ship between 1/20-1/30. I have not received any notice of my order shipping or any further communication from the company. From their social media, it appears this is a widespread problem and no one is receiving anything. I tried to dispute the charge with my credit card company, but they said since it has been over 120 days I would have to mail in my dispute, so I am trying the BBB route instead.

    Customer Answer

    Date: 06/15/2024

    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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