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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.
  • 14 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:02/05/2024

    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 have a subscription for replacement toothbrush heads through Goby. They have stopped sending toothbrush heads to me as of September 2023, and I've contacted them twice. They promised to credit me, but still haven't sent product. A credit for something they cannot produce is not a solution. I've paid $45 for replacements that should have arrived in September and December 2023. I have not received them, and I am not getting much of a response from their support. I've attached the most recent communication to them, which has gone unanswered. I will now have to find a new toothbrush product, and would like my money back

    Business Response

    Date: 02/05/2024

    We emailed the customer on 2/5/24 regarding their canceled delayed orders resulting in refunds. 

    Customer Answer

    Date: 02/07/2024

    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:02/02/2024

    Type:Delivery 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.
    Ordered replacement toothbrush heads on 1/6/24 and still have not processed the order. Order number ***********. I was told there was a delay beyond their control. Total cost was $11.44.

    Business Response

    Date: 02/05/2024

    We responded to the customer on 2/5 regarding their delayed order. 

    Customer Answer

    Date: 02/06/2024

    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 still have not received my items  I have constantly been told there is a delay. 

     

     

     

     

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


    Sincerely,

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




     

    Business Response

    Date: 02/20/2024

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

  • Initial Complaint

    Date:02/02/2024

    Type:Service or Repair 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.
    I ordered a toothbrush from Goby in October of 2022. I subscribed to their auto ship plan for brush head and toothpaste replacements. I have had 3 orders processed but not shipped dating back to August of 2023. I have not received replacement brush heads in many months and am still being charged for the refills. I inquired and was told Hi there,Thanks for touching base and our sincere apologies for the shipping delays once again. I completely understand your frustration. Unfortunately, the same widespread supply chain delay in receiving our inventory has continued until between 01/05-01/20, and there is a $15.00 store credit onto your account so your next brush heads ship free for the extended delay. I can thankfully assure we are working to ship your delayed order as soon as possible. Our sincere apologies once again for the inconvenience. *************. It is now February and I still have not received the replacements. My toothbrush is also not charging now. I am so disappointed by this businesses lack of communication and would like a full refund for the brush and brush head that were never shipped, not store credit because it is clear this business will not be able to provide services as promised after many months of delays.

    Business Response

    Date: 02/02/2024

    We responded to the customer on 2/2/24 regarding their canceled delayed orders resulting in refunds. 

  • Initial Complaint

    Date:01/29/2024

    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.
    I have a goby toothbrush for my son. When we received it we had a FREE brush head that was supposed to be sent and a subscription was setup to receive new brush heads every few months. I have tried to get in contact with goby 5-6x, calling and emailing. I never receive a response. I have NEVER received the product despite being charged for the product's subscription. I have had to dispute on my credit card companies account many times.When i did a ****** search about this website/company i saw the same thing. No response, never receiving the product and being charged. I think this company is a SCAM.Order dates below: No product ever received 01/13/2024 11/29/2023 09/19/2023 08/03/2023

    Business Response

    Date: 01/29/2024

    We responded to the customers email on 1/29/24 that was sent on 1/29/24 regarding their delayed orders and refunds. 

    Customer Answer

    Date: 01/30/2024

    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 emailed in september and october and received the same response, my product was never shipped- but i was charged monthly. This is a scam and NOT a subscription service if you do not ever receive the product you have paid for.

     

     

     

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


    Sincerely,

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




     

    Business Response

    Date: 02/07/2024

    We emailed the customer on 2/7/24 regarding their refund. 

  • Initial Complaint

    Date:01/26/2024

    Type:Sales and Advertising 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 daughter got braces and they gave her a Goby Toothbrush to use. We needed to order replacements heads in October 2023. It is now January ******************************************** an update. I have tried emailing them numerous times and left messages with no responses. We had to buy a new electric toothbrush from another company because we couldn't find anywhere that carries these brush heads.

    Business Response

    Date: 01/26/2024

    We reached out to the customer via email on 1/26/24 to proceed with a refund. 

  • Initial Complaint

    Date:01/24/2024

    Type:Delivery 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.
    I pay **** every 3 months to get toothbrush head replacements and I have not received them in at least 6 months. I have contacted this company 3 times in the past 5 weeks about a replacement charger since you cannot purchase one on the website and only received one response and zero follow up/shipping confirmation only after I messaged them on social media. This business seems to be running out of business and has no one to communicate to customers but is just taking their money. Can provide further details if necessary.

    Business Response

    Date: 01/24/2024

    We responded to the customer regarding their new charger that we replaced at no cost and the reason for the shipping delay with their recent order on 1/24/24. 

    Customer Answer

    Date: 01/26/2024

    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:

    they need to refund the past 2-3 toothbrush head replacements never received. 

     

     

     

     

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


    Sincerely,

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




     

    Business Response

    Date: 02/20/2024

    We emailed the customer on 2/20/24 regarding their refund that was processed on 1/26/24. 

    Customer Answer

    Date: 02/21/2024

    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:

    The business has not provided the promised products nor the complete refunds. they only respond after multiple emails and BBB claims so now i am asking for further financial compensation because this is taking time out of my day and putting distress on my life - and my teeth since they keep saying items are in the mail and they are not! They have multiple complaints on their social media accounts and are taking advantage of customers and being sneaky.

     

     

     

     

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


    Sincerely,

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




     

  • Initial Complaint

    Date:01/22/2024

    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 a Goby toothbrush in 2022 and several refills since that time. All of my orders were filled until 2 recent orders I placed for brush heads. The order details are as follows:- 11/17 (Order #***********) $15 total - 11/18 (Order #***********) $45 total Both orders are still shown as 'order processing' in my Goby account. I reached out to Goby multiple times regarding these orders and only heard back once promising a ship date of 1/10 at the latest. After trying to reach out again requesting to cancel my orders since I still have not received them, they have gone silent.All documentation including emails, order receipts and transactions are attached to this complaint.

    Business Response

    Date: 01/22/2024

    We canceled the customers delayed order resulting in refunds and followed up via email on 1/22/24. 

    Customer Answer

    Date: 01/23/2024

    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:01/22/2024

    Type:Order 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.
    Goby is a toothbrush company. They sell toothbrushes and replacement heads on subscription. They have failed to send me the last two I was charged for in August and November. I am seeking my money back and no further charges from this company. Each brush head is $7.50. So for two missing heads, that is $15.00. It appears I am not the only customer having this issues based on ******** and Instagram comments on the Goby pages. Attaching a photo of the two times I was charged but nothing ever shipped.

    Business Response

    Date: 01/22/2024

    We canceled the customers delayed order resulting in refunds and followed up with them via email on 1/22/24.

  • Initial Complaint

    Date:01/22/2024

    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.
    I purchased a Goby toothbrush in 2020. In May 2023 it stopped working and I contacted support to have it replaced under the lifetime warranty. I was told the replacement would be sent. I followed up twice in June 2023 with no response. In July 2023 I was again told the replacement would be sent and confirmed my address. It is now January **** and I never received my replacement. The brush was $80, plus brush head subscriptions. I would have never purchased this product if it were not for the lifetime warranty.

    Business Response

    Date: 01/22/2024

    We emailed the customer on 1/22/24 regarding their delayed replacement warranty order. 

    Customer Answer

    Date: 01/23/2024

    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:

     

    This is the response I received, which further states the order is delayed. I do not think I will ever receive this order and would like a refund for the cost of the brush. 

     

     

     

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


    Sincerely,

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




     

    Business Response

    Date: 01/31/2024

    We followed up with the customer regarding their refund on their original purchase on 1/31/24

  • Initial Complaint

    Date:01/19/2024

    Type:Service or Repair 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.
    Order: *********** I placed my order in November. I have not received my toothbrush. This is unacceptable. At this point, I would like to cancel my order and obtain a FULL refund. I will purchase a toothbrush elsewhere at another company. I have contacted Goby support but they have not responded.

    Business Response

    Date: 01/19/2024

    We responded to the customers email on 1/19/24 that was sent on 1/19/24 alerting them their delayed order has been canceled resulting in a refund. 

Goby is NOT a BBB Accredited Business.

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