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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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:05/21/2024

    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.
    The customer service is horrible and the lifetime replacement option they advertise is a fraud. I have contacted them multiple times and they just stopped responding. Ive been reaching out since February 2024. The phone line doesnt work either. This company is a scam.

    Customer Answer

    Date: 06/14/2024

    Better Business Bureau:

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

    Sincerely,

    ***** *****

  • Initial Complaint

    Date:05/20/2024

    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.
    My order *********** of 4 brush heads was confirmed on 2/23/2024 and I am yet to receive this order. Then after contacting them by email it said delivery between 3/15 and 3/25. Then the next month when I emailed the response said between 4/15 and 4/25 and I recently contacted them and now I got no update on this order, I paid $15 because I had a $15 credit because this happened back in 2023 too. I honestly would like a refund on the whole toothbrush system and the replacement heads I ordered so I can buy a different brand. My stepdaughter has gone without her electric toothbrush since March since they have been unable to provide the replacement heads in a timely manor.I cant remember what was paid for the brush kit but they would know the cost and I would like that refunded in addition to the brush heads that we ordered and are yet to receive.

    Customer Answer

    Date: 06/13/2024

    Better Business Bureau:

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

    Sincerely,

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

  • Initial Complaint

    Date:05/20/2024

    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 signed up for Goby Toothbrush Head Replacement automatic refill for 3 toothbrushes (me, my husband and my son) My PayPal Account was charged but replacement heads were never received. Goby Account Orders shows these scheduled shipments were "in progress" I contacted Goby ************** and was told they were having supply issues but did not provide refund.

  • Initial Complaint

    Date:05/17/2024

    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.
    Ordered toothbrush head on 3/11/24. Contacted Goby after not receiving the item. I was told the brush head was expected to ship between 4/25/24 - 4/5/24. Contacted Goby again on 5/16/24 after not receiving the item. Got an automated email response saying, Goby can no longer process orders or respond to emails. I was billed for the order on 3/11/24.

  • Initial Complaint

    Date:05/16/2024

    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 1/22 I placed an order for toothbrushes, a travel case and heads. The total was $145.36 (ORDER ************), I also asked for a recurring delivery of new heads every few months, and was charged $24.51 on 3/21. Nothing was ever received. I contacted the company 5 times - I was told delays, delays and delays. I simply want my money back and no subscription. I have no mechanism for canceling since they sent me no confirmation of shipment or account. Now get the automated mail: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.

  • Initial Complaint

    Date:05/13/2024

    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 a confirmation # ************ for two replacement toothbrushes from Goby. They said they,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 04/25 - 05/10, and I can thankfully assure we are working to ship this order as soon as possible.I have reached out twice, I get no response from the company.I went to their web site, all my past orders have been deleted. The company will not contact me. Can you please help?I would love to have the replacement toothbrushes or a refund.

    Customer Answer

    Date: 06/07/2024

    Better Business Bureau:

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

    Sincerely,

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

  • Initial Complaint

    Date:05/10/2024

    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.
    I am on their toothbrush replacement head program and they are charging me for the items, but never shipping them. I see that this is now a chronic problem with their company. They also have no way to cancel your subscription through their website. Their phone is just a recording to leave a message. I emailed them about the issue and got a robot response that they are having "operational challenges" and "responses will be significantly delayed". My orders are ORDER ************ Total: $15 October 21, 2023 ORDER ************ Total: $15 April 03, 2024 ORDER ************ Total: $15 April 04, 2024 ORDER ************ Total: $15 April 05, 2024 I don't even know why they have orders 3 days in a row. They are not authorized to do so, nor is that part of the subscription, but they did anyway. They need to refund me completely, NO CREDITS, as they are obviously having business issues. And they need to stop the subscription and close my account. They are commiting fraud.

    Customer Answer

    Date: 06/04/2024

    Better Business Bureau:

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

    Sincerely,

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

  • Initial Complaint

    Date:05/07/2024

    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.
    I have not received brush heads for my toothbrush in months despite a recurring bill setup to get new heads. I emailed and the response was that they would not be able to get back to me about my question. I searched the internet and came across numerous instances of this occurring to others. I'd like a refund and for the removal of my credit card information from their website.

  • Initial Complaint

    Date:05/07/2024

    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.
    My complaint is the same as everyone elses complaints. Have been waiting for replacement brush heads since the beginning of the year. All I get are ridiculous excuses product shipping delays, shipping notifications with no shipment ever received, etc. I really like their product but feel its time to go another direction and purchase a different brand. Lets face it how long can you use the same brush head?! Goby continues to sell toothbrush kits and replacement heads on their website. How is this possible if they cant even send a replacement head???????If the company is out of business, why cant they just say so?! Should I remove my credit card info from their website?

    Customer Answer

    Date: 06/01/2024

    Better Business Bureau:

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

    Sincerely,

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

  • Initial Complaint

    Date:05/06/2024

    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.
    We have been Goby subscribers since 2019 and our toothbrush replacement heads are on autoship. Over time you end up with extra and a backup supply. I realized last month that I hadn't received my March shipment which is 3 toothbrush replacement heads. I asked the household and no one recalled receiving any in several months. I went back to review my orders and my shipment confirmations and realized we have been charged for them every 3 months but we haven't received any since at least the summer of 2023. I tried reaching out to the company by calling them several times but it just asks you to leave a voicemail and then they never call back. I did send an email and then a ******** messenger but the other ******** comments were very discouraging from other customers. I would like at least a refund if they don't have product to ship or if they've gone out of business. Their lifetime guarantee had me not planning on buying a new toothbrush for any of us and that is also a big bummer. I can't find anything that says they've gone out of business but this is definitely shady as all get out at this point.

    Customer Answer

    Date: 05/31/2024

    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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