Complaints

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.

• Initial Complaint

  Date:12/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 offers a lifetime warranty however when approached for a warranty claim they do not respond whatsoever. It has been a month since issuing the complaint seeking repair or replacement with no response. I was forced to purchase another toothbrush from another company when I just wanted a replacement from Goby.

  Business Response

  Date: 01/09/2024

  We processed the customers warranty parts on 1/9/24 and followed up with them via email. 

• Initial Complaint

  Date:12/22/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 placed an order for electric toothbrush head replacements through the Goby website on 8/9/23 for $8. I never received them to this day. I have followed up via email to their customer support several times and left voicemails on their support line, no response or acknowledgment.There is a whole Reddit page dedicated to consumers facing the same issue. The company is not out of business because they regularly send promotional emails.Link to Reddit complaints: **************************************************************************************************************************************************************************************

  Business Response

  Date: 01/09/2024

  We corresponded with the customer via email on 1/3/24 regarding their canceled delayed order that results in a refund. 

• Initial Complaint

  Date:12/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 this toothbrush on 11/24/19 Order # *********** and this business stated that when you buy one of their toothbrushes you get a lifetime guarantee on it. My toothbrush has stopped working and there has been 0 contact via email, social media and the phone hangs up on you. I've sent 4 emails in regards to getting a replacement and haven't heard anything back. Meanwhile they are still charging for my subscription. This is misinformation and a false promise to their customers and if not resolved my next stop will be to my dentist who sells these and then to the *** since this is now a breach on dental care.

  Business Response

  Date: 01/08/2024

  We reached out to the customer on 1/8/24 to utilize our warranty with their defective product. 

• Initial Complaint

  Date:12/20/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  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 toothbrush from them I believe back in 2020, and with that came a warranty that if anything happened to the toothbrush, a new one would be shipped out, I've been waiting since September/ August for a new brush handle and only received one or two brush heads since the start of this year when I should receive them every 2 months. Since then they were charging me every 2 months for a new brush head without delivering them and when I reached out. They got back to me weeks later and informed me they would be having shipping delays. But they knew they were having shipping delays for months and were still charging customers for products never received. Now they keep changing the date of delays for my new brush handle and brush heads, I'm paying for a service I'm not being provided with.

  Business Response

  Date: 01/08/2024

  We contacted the customer via email on 1/8/24 regarding their delayed warranty order, and refunds for their delayed brush head orders. 

  Customer Answer

  Date: 01/13/2024

  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:

  [Your Answer Here]

   They've continuously pushed back my brush head and tooth brush handle orders since spring of 2023, they keep saying they have widespread out of stock products and keeps changing their date of shipment each month but charging their customers and giving us credit for items we will never receive, barely any contact until I filled my complaint. They're doing this to all of their customers and not providing barely any updates. They keep lying and changing their dates of shipment for months now, I've been without my toothbrush since may of 2023 and they keep changing the date. They're scamming all of their customers. And I want to speak to someone in charge not a customer service representative that only replies every month.
  
  

   

   

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

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

• Initial Complaint

  Date:12/13/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 placed an order on 11/3/2023 for a replacement head for a Goby electric toothbrush. I was immediately charged $30. I checked my account and it states "order processing". I reached out via email on 11/28/2023 requesting an update on my order status and I received an automated response saying they "have received a higher than normal email volumes causing a delay in response time". I called them on 12/13/2023 and was prompted to leave a message. I left my information and have not heard back. I followed up with an email and received the same automated response that I received when I initially emailed them. I did some research and saw many stories on how this was happening to many other customers. They have stopped responding to emails/calls.As much as I loved this product, if they have gone out of business and cannot deliver what I ordered, I just want my money back.Regards,*****************************

  Business Response

  Date: 01/05/2024

  We corresponded with the customer on 12/13, and on 1/5/24 letting them know we canceled their delayed order resulting in a refund. 

• Initial Complaint

  Date:12/12/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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've contacted Goby multiple times regarding the delayed delivery of brush heads. Each time, they assured me that the items would be delivered and provided a "coupon code" as compensation. Despite their assurances, I haven't received anything for months, and I'm unable to cancel my services. Now, when I email them, I receive no response.

  Customer Answer

  Date: 12/13/2023

  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:12/06/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 to send me a replacement toothbrush head every two months. I had been receiving my subscription regularly until April. On August 5, October 5 and December 5 2023 my credit card was charged $8.17 but I have not received a replacement toothbrush head since April. I have sent two emails to the company and placed a phone call. The only response that I get is that they are experiencing a high volume of correspondence but I have gotten no resolution. I attempted to cancel my subscription on the website, but the only option involves a temporary cancelation until a future date. I would like a refund of $24.51 and confirmation that my subscription has been canceled permanently.

  Customer Answer

  Date: 01/03/2024

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Goby has been resolved.
  

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

  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:12/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Ive been a Goby customer since 2018, when I purchased my first electric-powered toothbrush from Gobys website and have been outspoken about my love the brand on my social media accounts. Somethings happening at Goby in 2023, and its caused me to have lost faith in the brand. In July of 2023, I reached out for support due to a mechanical failure of my most recent toothbrush, for which I felt confident the issue would be resolved with Gobys great warranty and capable customer support. I immediately received a response with an offer to send me a new brush right away, as I had hoped would be the case. Goby asked me to verify my mailing address in their initial response and that was the last time I heard back. From numerous follow-up emails over the past 5 months to the endless attempted calls to a number seemingly not being answered; and to the attempts to engage with them on social media, their initial response in July, promising to replace my defective toothbrush as per the terms of Gobys warranty, was the last time I have been able to make any contact with someone at Goby. However, they continue to *try* to auto-charge me for a quarterly subscription of toothbrush head replacements for my non-working toothbrush.

  Business Response

  Date: 01/08/2024

  We corresponded with the customer on 12/4/23 regarding their warranty and replacement order. 

  Customer Answer

  Date: 02/02/2024

  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 claimed they reached out to me on 12/4/23 to correspond about warranty and replacement options. Whether an honest mistake or intentional typo, the company did reach out to me, but on 1/4/24. Regardless, they communicated that my warranty had been processed, with the caveat that replacement parts would be out of stock between 1/10-1/20, but that I would receive shipment confirmation thereafter. As of today, 1/31, I have neither receive a confirmation of shipment or any further proactive communication from the company regarding an updated timeline for the warranty replacement. I have also not received a response to a follow up sent on 1/21 requesting any update on when the warranty replacement may arrive. While this was only 10 days ago, considering the history of communication with Goby over the past year, I hope that their correspondence a warranty replacement was not done only in the interest of satisfying their part in the complaint more favorably while having no actual intent to follow through.  

   

   

   

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

  
  Sincerely,
  
  *******************
  
  
  
  
   
  

  Business Response

  Date: 02/02/2024

  We responded to the customer on 2/2/24 regarding their delayed warranty order. 

• Initial Complaint

  Date:11/30/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 work at a dental practice that has given a Goby toothbrush free to all of our patients who start with our orthodontic practice for a few years. I recently cancelled a large order with them because they kept telling me the ship date would be delayed by two weeks. It took 5 months for me to get the previous order in. I have since stopped doing business with Goby. That being said, I still have many families who were given the toothbrushes. Goby has an auto ship brush head program that many of these families have enrolled in. I have heard from several families that say they are unable to get in touch with Goby to ask about their auto ship brushes that they have not received. Goby has continued to take the money from their bank accounts. To help these families get an answer I have called every phone number associated with Goby that I could find. One sends me straight to on hold music. One allows me to leave a message but I never get a call back. I have e-mailed the Goby rep that was in charge of my account at the dental practice and I am unable to get a response back. I have gone to the Goby website and the "help" option has been turned off. I need Goby to call me so that I can get the information my patients and their families need to get refunded for the auto ships they never received. Your help is appreciated. ***************************

  Customer Answer

  Date: 11/30/2023

  Better Business Bureau:
  
  The company has made contact with me and asked for information so they can reach out to the families who have been unable to contact them.

  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:11/28/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 stopped receiving deliveries since July 2023. I just figured it would arrive. After 3 months of not receiving my items I then went into my bank account to see if they just simply stopped charging the auto delivery. Realized they've been charging me on schedule but not delivering so I canceled my auto subscription. I emailed the company on October 25th 2023 and received a auto reply email talking about frequent asked questions.

  Business Response

  Date: 01/04/2024

  We corresponded with the customer via email regarding their delayed order on 12/12/2023.