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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.
  • 12 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:01/16/2024

    Type:Billing 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 a goby subscriber for a few years now without much issues up to the last 6 months or so. I placed a replacement brush head order on august 13 2023 (order #***********) and November 14 2023 ( order #***********) I have emailed customer service many times over the last month and have not had any responses. I have not had a replacement brush head in like 6 months and I guess I need to buy a new electric toothbrush now.I want my money back and was told the only way to do so other than filling with my bank is to submit a BBB complaint.If you search reddit or ig there are hundreds of people in the same boat as me. The companys website has outdated promotions from black friday and their ig has been dead since september. Please refund me Goby and get your s*** together.

    Business Response

    Date: 01/16/2024

    We canceled the customers delayed orders resulting in refunds and followed up with them via email on 1/16/24.

    Customer Answer

    Date: 01/17/2024

    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. However, I do wish that the business would be more forthcoming with its customers as I did not hear back from them at all for months until I submitted a BBB complaint. They have completely alienated their customer base and it seems the future of the company is in jeopardy at this point.

    Sincerely,

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



     

  • Initial Complaint

    Date:01/12/2024

    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 have had a goby toothbrush for four years and i have had heads mailed to me every three months for both my husbands toothbrush and mine. I have not received a new head in over six months. My toothbrush no longer works. My card is being charged and the order shows it is processing. I would like my subcription cancelled and the last two charges refunded. I have called and emailed the company with zero response.

    Business Response

    Date: 01/12/2024

    We corresponded with the customer on 1/11/24 via email regarding their canceled subscription, and canceled order that was delayed resulting in a refund. 

  • Initial Complaint

    Date:01/12/2024

    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 purchased replacement toothbrush heads from Goby on 11/25. I received an initial order confirmation email, but since then I have not recieved any communication. I have attempted to contact them multiple times by email with no response. They have no intention of filling the order and I would just like my money back.

    Business Response

    Date: 01/12/2024

    We corresponded with the customer on 1/3/24 and 1/12/24 letting them know we canceled their delayed order resulting in a refund. 

    Customer Answer

    Date: 01/13/2024

    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,

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



     

  • Initial Complaint

    Date:01/11/2024

    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.
    On October 2nd, 2023, I ordered a new brush head for $10.50. I also decided to do a subscription. My brush head hasnt arrived (1/9/2024). After contacting the company on 10/16/23, I finally received an email reply on 12/4/23 stating that my order was on the way. It still hasnt arrived.

    Business Response

    Date: 01/11/2024

    We corresponded with the customer on 1/9/24 and canceled their delayed order resulting in a full refund as requested.

  • Initial Complaint

    Date:01/10/2024

    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 purchased replacement toothbrush heads through their website. This was back in October 2023. They have never sent them out and they will not respond back to an email phone call or Messenger on ******** about this matter. I noticed online and ****** reviews and read it that this is happening to a lot of people and I figured this was a good opportunity to get you involved if you haven't already. It's not a big deal but it's $25 from a lot of people on every order they have not shipped out and I've been paid

    Business Response

    Date: 01/11/2024

    We corresponded with the customer via email on 11/29/23 and 1/11/24 regarding their delayed order and estimated shipping times. 

  • Initial Complaint

    Date:01/10/2024

    Type:Sales and Advertising 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 with Goby toothbrush to receive replacement brush heads every 3 months. On October 6, 2023 I was charged $9.50 and never received my replacement. Again on December 6, 2023 I was charged $9.50 and never received my replacement. I have reached out numerous times via email and phone call. Have not had a response from them.

    Business Response

    Date: 01/10/2024

    We corresponded with the customer on 1/10/24, and canceled their delayed orders resulting in refunds. 

    Customer Answer

    Date: 01/16/2024

    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:01/04/2024

    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.
    18-Nov-2023: I purchased a replacement charger for a toothbrush (Goby Order Confirmation #***********) and paid extra for one day shipping. 09-Dec-2023:I sent an email to ****************************** informing them of my purchase details and not receiving the product. I received an apparently automated response, saying they were experiencing higher than normal email volume and responses would be delayed. 18-Dec-2023: I responded to a How likely are you to recommend Goby to a friend email survey, with a 0 - Not Likely and provided details in the review as to why. 04-Jan-2024: I submitted a 1-star review on the website (goby.co) with supporting details and sent a follow up email informing the company that I have not received the product, a refund, or any contact from this company and demanded a refund in full for my purchase, immediately. As of now, no additional response has been received from this company, and I am beginning to wonder if it is a scam.

    Business Response

    Date: 01/10/2024

    We canceled the customers delayed order resulting a full refund, and corresponded with them via email on 1/5/24. 

  • Initial Complaint

    Date:12/28/2023

    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 two replacement toothbrush heads from Goby and never received them. I have tried reaching out to the business about getting a refund, but have not heard back. My first order was on August 28, 2023 and the order number was #***********. My second order was on November 28, 2023 and the order number was #***********. I would like to receive a refund and cancel my Goby subscription.

    Business Response

    Date: 01/09/2024

    We corresponded with the customer via email regarding their refund on 1/3/24.

    Customer Answer

    Date: 01/10/2024

    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:12/28/2023

    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.
    On August 11, 2023 I placed an order(#R**********) for 2 brush heads to ship every 2 months. I paid via my paypal account on that date for a total of $15.00. On August 26,2023 I sent an email requesting a status of my order which was still listed as "order in progress". I never received a reply so on September 7,2023 I sent a second request for an update. I received an automated reply on the same day advising me they are experiencing higher than normal email volumes and asking for my patience. On September 25, 2023 I received an email from Goby (A.J.) stating that they had unexpected transit delays and my order is set to ship between 9/30-10/5 and added a $7.5 store credit onto my account. I never received the order. On 10/11/2023 I received an Order Confirmation # *********** stating that my subscription has been processed and my paypal was charged $7.50(they applied the $7.50 credit to this which is why it was on $7.50). I never received this order either. On 11/3/2023 I emailed again for an update with no reply. I emailed again on 11/28/2023 and automatically received the same automated message about experiencing higher than normal email volumes on 11/28/2023. Still never received either shipment. On 12/8/2023 I once again received an email stating my subscription will ship soon and my paypal account was charged $15.00. I was finally able to figure out how to cancel my subscription after this happen. To this date I never received a single brush head and was not refunded any money.

    Business Response

    Date: 01/09/2024

    We canceled the customers delayed orders on 1/9/24 initiating a refund and followed up with them via email. 

    Customer Answer

    Date: 01/11/2024

    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:12/26/2023

    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 had a subscription to receive replacement heads every 3 months for 2 toothbrushes with Goby. I was charged in August for 2 toothbrush heads I never received and then for 2 more in November that I also never received. After sending several emails, I finally got a response that they would be sent out the first week of December. It is now the end of December and still no brush heads. At this point, I would like to be refunded the $30 I was charged for the products I never received.

    Business Response

    Date: 01/09/2024

    We canceled the customers delayed orders on 1/9/24 and followed up with them via email. They will be refunded for the delayed orders. 

Goby is NOT a BBB Accredited Business.

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