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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.
  • 15 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:05/06/2024

    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.
    I purchased new Goby toothbrush heads on 3/17/2024 ($15 for 2 toothbrush heads). I followed up with them via email on 3/29/24 because I still had not received my brush heads. They responded that they were experiencing delays and that the heads were expected to ship out by 4/15/24 - 4/20/24. I still havent recieves them so I followed up with them on 5/4/2024, and I received an email back saying that their business is no longer processing orders. Am I expected to be reimbursed for the product I didnt get? From reading the other complains, it seems they were expecting this to happen. If they foresaw this coming, I would rather they told me so I couldve gotten my family new toothbrushes. Its very frustrating. These were expensive toothbrushes and I honestly want my money back for them, which totals to $150 for 2 tooth brushes.

    Customer Answer

    Date: 05/30/2024

    Better Business Bureau:

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

    Sincerely,

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

  • Initial Complaint

    Date:05/03/2024

    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 brush motor stopped working in May 2023. I contacted them and was told it is under warranty and would be replaced. First, the delay was blamed on supply chain issues. Among other replies was they havent forgotten about me. Despite not having a working brush, they continued to try to send me replacement brush heads (for a charge). I contacted them and they cancelled my brush head subscription. I sent another email today and the reply was that they cannot respond due to operational challenges. I am tired of this avoidance and request a refund. I am unable to find the purchase amount due to their account order history does not work.

  • Initial Complaint

    Date:04/26/2024

    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 am enrolled in Gobys toothbrush head subscription program. Delivery time has been spotty for over a year, but has escalated to the point where the company no longer appears to be shipping out replacement brush heads even though they charge customers credit cards. For example, my replacement brush head was ordered in January 2024 and has still not shipped. Ive contacted customer service three times and am told each time that there are supply chain issues and a new anticipated ship date. They still accept new orders, but cant fulfill the orders they already have.

    Customer Answer

    Date: 05/21/2024

    Better Business Bureau:

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

    Sincerely,

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

  • Initial Complaint

    Date:04/19/2024

    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 am subscribed to receive monthly brush head replacements. I have not received a new brush head in 8 months, and the company continued to charge my account $8.17. All orders are noted as "In Progress" on their site, and I received communication that my brush heads would be shipped each month as expected. Checking over my subscription I see that there was an additional unfulfilled order dating a couple years back. Looking at these complaints now, I see I am part of a much broader pattern. Super disappointing and shady.

    Customer Answer

    Date: 05/16/2024

    Better Business Bureau:

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

    Sincerely,

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

  • Initial Complaint

    Date:04/15/2024

    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 had a recurring subscription with Goby for replacement toothbrush heads for the electric toothbrush we own. I was charged on my credit card on 10/2/23 for a replacement head that was never received. Goby was also supposed to send a replacement handle for this toothbrush as well since ours broke. I contacted Goby multiple times regarding the handle as well as the replacement heads that were never sent. I was told that there was a delay in shipping. The last time I contacted Goby to request a refund on 2/16/24, I received a generic response from them that they were having significant delays responding to customers. I have since cancelled my subscription.

    Customer Answer

    Date: 05/10/2024

    Better Business Bureau:

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

    Sincerely,

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

  • Initial Complaint

    Date:04/04/2024

    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 have a toothbrush from this company. I signed up for a subscription for new brush head every 3 months. They've sent 2 and then stopped but still charged me for brush heads I've never received.They do not answer the phone or reply to emails.

  • Initial Complaint

    Date:03/11/2024

    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.
    Nov 19, 2023 I ordered brush head refills for my Goby tooth brush. I paid with my CC and was billed on Nov 19th. The website informed me it would take about a week to send. I have reached out to Goby four times and they continue to tell me they are having supply chain problems. I have sent two more emails with no response. If they cannot fulfill the order I would like a refund. My order number is Goby Order Confirmation #*********** Thank you

  • Initial Complaint

    Date:03/07/2024

    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 ordered (Order #*********** 5 replacement heads from Goby on 11/16/23 (which they charged my credit card). I have sent them over 7 emails requesting a delivery date. Each time Goby responds with a new delivery date blaming supply chain delays or shipping delays. I am getting the runaround. I cannot use their electric toothbrush without replacement heads (which cost me $90).

    Customer Answer

    Date: 04/01/2024

    Better Business Bureau:

    At this time, my complaint, ID ******** regarding Goby has been resolved.

    (By clicking "OK", your complaint will be closed as Resolved.)

    I requested a refund and they sent it to me.
    Sincerely,

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

  • Initial Complaint

    Date:03/05/2024

    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 ordered a few expensive electric toothbrushes from the company in May of 2023 at my dentist's office. They come with a lifetime warranty. One of the toothbrushes quit charging a few months later, therefore quit working. I contacted the company via email several times regarding a replacement toothbrush and was responded to by the same person assuring me my toothbrush was being sent. I also ordered replacement heads for my remaining toothbrushes online and was charged for them and never received the heads (when I ordered them, I was unaware it signed you up for a every 3 month reoccurring charge.) So I did not get the replacement heads that I was charged for in November. I emailed them again and told them I have not received the toothbrush, nor the replacement heads for which I'd already been charged and had been notified via email that I was about to get another shipment, FOR WHICH ID BE CHARGED AGAIN. I received an email in January after my correspondence with ** with the company that showed they would be shipping out another toothbrush and my brush heads but I never did get them. I dont know how to unenroll in the auto ship because that information isn't available on their website and the person that I have been corresponding with has not told me how to do it. I would like the replacement toothbrush and heads that I have paid for or a full refund AND to be unenrolled in the auto ship. This has all been super frustrating.

  • Initial Complaint

    Date:03/04/2024

    Type:Product 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.
    GOBY has charged me for 3 items that were never shipped. The dates are Sept. 28, 2023, Nov. 28, 2023, and Jan. 28, 2024.I see that this is a common problem with this company, so you are familiar with the problem.I would like them to either ship the brushes NOW, or refund all of my payments.

    Business Response

    Date: 03/04/2024

    We emailed the customer on 3/4/24 regarding their refunds. 

    Customer Answer

    Date: 03/13/2024

    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,

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



     

Goby is NOT a BBB Accredited Business.

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