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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.
  • 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/28/2024

    Type:Billing Issues
    Status:
    Answered
    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 reoccurring 2 month brush head order. Charged for two heads $15 on July ********************************************************************** they would come the next month. In the meantime, gave a $15 credit towards next order. Nov 2023 order processed for two more heads. Those have also not arrived and are also continuously coming next month It is now almost March. I have asked for a refund as it has been 7 months.

    Business Response

    Date: 02/28/2024

    We emailed the customer on 2/28/23 regarding their refunded orders. 

  • Initial Complaint

    Date:02/23/2024

    Type:Service or Repair 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.
    My last transaction with Goby was in November. After multiple emails, including one where they told me Id be refunded AND get extra toothbrush heads, I still have no refund and no product. When I logged into my acct it appears that I have a $15 order processing for every single day of June and July of this year. I feel like the business has gone under and wont say it. Rather, they kept my money and never provided the product paid for or the sorry gift as promised. Very disappointing considering all five family members used these expensive toothbrushes.

    Business Response

    Date: 02/23/2024

    We emailed the customer on 2/23/24 regarding their refund, and clarified their account situation with them. 

    Customer Answer

    Date: 02/23/2024

    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.

    I greatly appreciate Goby refunding and hate that I had to make public complaint to get a response.  Either way, I am satisfied. 

    Sincerely,

    ****** 



     


  • Initial Complaint

    Date:02/21/2024

    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.
    Hello,I made an order on 11/14/2023 for a replacement toothbrush head through Goby (Order #***********). After receiving no shipping updates, I emailed them on 11/27 asking for an update, to which they replied and let me know it would be delayed to ship between 11/30-12/7 due to transit delays. I checked in AGAIN on 12/15/2023 and they let me know it's now been delayed until 12/20-12/31. I emailed AGAIN on 1/20/2024 asking for a full refund and have gotten no response from them. I have paid for a replacement head that I have not received in over 3+ months and am not being issued a refund.

    Business Response

    Date: 02/21/2024

    We emailed the customer on 2/21/24 regarding their refund. 

    Customer Answer

    Date: 02/22/2024

    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:02/20/2024

    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 have been using a Goby electric toothbrush for years and had a subscription for brush heads to be refilled every three months. My last three orders were charged but never shipped. On June 19, 2023 (ORDER #***********), I was charged $15 for two brush heads. Again, on September 19, 2023 (ORDER #***********) and December 19, 2023 (ORDER #***********), I was charged $15, respectively, and never received the brush heads. I reached out via email and received a response from ** stating that there was a shipping delay and issues "increasingly out of our control lately". He said I'd soon receive an email with shipping info and a $15 credit for my next order. Still nothing. I sent two more emails after this to follow up and haven't received any further response.

    Business Response

    Date: 02/21/2024

    We emailed the customer on 2/21/24 regarding their refunds. 

    Customer Answer

    Date: 02/23/2024

    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:02/20/2024

    Type:Service or Repair 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 Goby's toothbrush replacement heads in late December and was advised it would take a couple of weeks for delivery. I reached out when it was over a month and have tried several times since then to get a response via email and phone with no success. Their phone goes straight to a voicemail and they will not respond to email. I have paid for these items and their customer service is unacceptable. This is not how you retain customers, especially when you push them to automatically order each month. Very shady!

    Business Response

    Date: 02/20/2024

    We emailed the customer on 2/20/24 regarding their canceled order resulting in a refund. 

    Customer Answer

    Date: 02/23/2024

    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:02/20/2024

    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.
    I want to cancel my subscription with Goby and want a refund for the 2 brush heads that I have not received. I was charged $7.50 for September 20, 2003 (ORDER #***********) and $7.50 for December 20, 2003 (ORDER #************ but on my account it currently still shows order in progress for both and I have not received the brush heads. I have emailed the company 2 times - once on 1/13/2024 and was told on 1/16/2024 "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 1/20 - 1/30, and we did add $7.50 store credit onto your account so your next brush head is on us for the hassle". I have not received a store credit as promised (either on the website or credited to my bank account) and have not received a shipping notification either. On 1/31/2024 and 2/8/2024 I emailed them again asking to cancel my subscription and have had no response. I do not want them to continue to charge me for brush heads that are never delivered and and am not wanting them to have my debit card information on file. There is no way to cancel my subscription on their website.

    Business Response

    Date: 02/20/2024

    We emailed the customer on 2/20/24 regarding their canceled orders resulting in refunds and canceled subscription

    Customer Answer

    Date: 02/22/2024

    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 would 

     like to have my debit card information removed from the Goby website and also my entire account to be deleted.

     

     

     

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


    Sincerely,

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




     

    Business Response

    Date: 02/27/2024

    We have deleted the customers entire account and all associated data on 2/27/24. 

    Customer Answer

    Date: 02/29/2024

    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:02/12/2024

    Type:Product Issues
    Status:
    Answered
    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 months ago and despite multiple promises from customer support that they would send a replacement, no replacement has arrived. I would like a refund for the brush handle so I can buy another from a company that keeps its promises.

    Business Response

    Date: 02/12/2024

    We responded to the customer on 2/12/24 regarding their refund. 

  • Initial Complaint

    Date:02/09/2024

    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.
    Goby failed to send me at least one brush head (possibly two), but billed me regardless. When I emailed customer service after weeks of waiting, they told me a shipping delay meant that my order would be shipped out between 01/20 and 01/30, but that never happened. Goby then failed to respond to my subsequent two emails asking for a status update and ultimately a refund. Goby's website also no longer appears to let customers view their order history, so I can't even be certain whether I received the previous brush head in my subscription. Goby appears to have no intention of fulfilling these orders or responding to my emails.

    Business Response

    Date: 02/09/2024

    We responded to the customer via email regarding their canceled delayed orders resulting in refunds. 

    Customer Answer

    Date: 02/14/2024

    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:02/08/2024

    Type:Service or Repair 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 was a subscriber of Goby toothbrush product and every 3mos I automatically get charged and a new brush head gets shipped to me. Well lately Ive been getting charged but have not received my brush heads. I emailed the company and they responded with the following: 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 11/30 - 12/7, and we did add a $7.50 store credit to your account so your next brush head is on us for the hassle. You will receive a shipping notification once it is on the way to you! Our sincere apologies once again, these issues have been increasingly out of our control lately. We thank you for your patience and understanding. Please don't hesitate with any further questions, we're always here to help. Now with that said I have not received what they promised and I continued to reach out but now Im not even getting a response back. At this point I just want my money back. Please help, its been months.

    Business Response

    Date: 02/08/2024

    We emailed the customer on 2/8/24 regarding their refunded delayed orders. 

    Customer Answer

    Date: 02/14/2024

    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:02/06/2024

    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.
    I ordered replacement brush heads for my Goby brush on 9/24/23 and have not yet received them as of 2/6/24. After repeated emails, I finally received a reply from the company on 11/21 indicating they'd ship 11/25 -11/30. I immediately requested a refund, and didn't hear back. I requested a refund twice more, and haven't heard back. I doubt I will ever receive the product, and want a refund.

    Business Response

    Date: 02/06/2024

    We contacted the customer on 2/6/24 regarding their refunded order. 

    Customer Answer

    Date: 02/08/2024

    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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