ComplaintsforGoby
Online Retailer
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/06/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On December 8, 2023, I ordered one toothbrush kit, two toothbrush travel covers, and one tube of toothpaste for just under $100 as a Christmas present. I never received my order. I followed up via email on January 12, 2024 and was told that they were having delays but my order should ship at the end of that month. I never received my order. It is now September 5, 2024 and I still have not received my order, nor have I received a refund.Customer response
10/02/2024
Better Business Bureau:
At this time, I have not been contacted by Goby regarding complaint ID ********.
Sincerely,
****** *****Initial Complaint
09/03/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Ordered 2 toothbrush heads on September 30, 2023 for $7.50 and a second set on December 1, 2023 for $7.50. Neither ordered was shipped or refunded.Initial Complaint
08/07/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I placed an order october 1, 2023 and still haven't received it. I inquired about the order via email to ****************************** on November 29th, 2023 and got this response..."Thanks for reaching out and we're so sorry for the extended delay!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."It is now August 2024 and I still haven't received my order and No credit was added my account. Unacceptable.Customer response
09/01/2024
Better Business Bureau:
At this time, I have not been contacted by Goby regarding complaint ID ********.
Sincerely,
*****************************Initial Complaint
07/12/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Beginning February 6, 2024 and continuing regularly through May 20, 2024 I submitted requests to use the warranty included as a part of my original purchase ($75). Each request/follow up I sent was met with obfuscation and claims to be "working to ship your replacement as soon as possible" until the last request (5/20/24). In that message I requested a refund if the warranty would not be honored, and was subsequently ignored.Customer response
08/05/2024
Better Business Bureau:
At this time, I have not been contacted by Goby regarding complaint ID ********.
Sincerely,
***************Initial Complaint
07/11/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I ordered a brush kit as a gift for someone on 12/7/23 for $97, order number: ***********. I've been emailing and calling Goby for updates. Rarely, they'd reply via email with a response that the order was delayed a couple of weeks. Now, in July, the customer service number has been disconnected. I ordered a brush replacement for myself on 3/22/24 when I received an email from Goby alerting me that they had the brush heads currently in stock. That was $40 order number: ***********. Similarly, I received one email saying it was delayed by two weeks after other numerous emails I've sent. I want a refund.Customer response
08/05/2024
Better Business Bureau:
At this time, I have not been contacted by Goby regarding complaint ID ********.
Sincerely,
*************************Initial Complaint
07/10/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Beginning in May 2023, I have not received subscription brush head replacements. I have been in contact with Goby since then regarding the replacements I was subscribed to receive every three (3) months. Each time I was told there was a delay in Goby receiving their inventory and I have not had a brush head sent to me. I have once again checked on the order statuses and it seems as though Goby is no longer operating as a company.Customer response
08/05/2024
Better Business Bureau:
At this time, I have not been contacted by Goby regarding complaint ID ********.
Sincerely,
*********************************Initial Complaint
07/08/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
On 3/6/24 I ordered a replacement head for my Goby electronic toothbrush. I got confirmation from Goby and the money was taken out of my account. On 4/5/24, The ***** Team responded that they have been in higher demand than expected and will get with me a soon as possible. On 4/8/24, **** responded to me and stated my order should be shipped between 4/5-4/15 and I will receive a tracking notification when it has been sent. On 6/27/24, I emailed them Again about the status of my brushhead because I had not received it or a tracking number. As of today, I have not received a response and their website is now down.Customer response
08/01/2024
Better Business Bureau:
At this time, I have not been contacted by Goby regarding complaint ID ********.
Sincerely,
***********************************Initial Complaint
07/02/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I placed an order (order #***********) with Goby and received an email confirmation on 2/16/24 for my order (electric toothbrush kit). My bank account was debited the $90 cost on 2/20. I was told I would receive a follow up email with a tracking number once it was assigned to be shipped to me. After a few weeks passed with no communication, I reached out on March 5th to inquire about the status. I got a response from **** that there was an unexpected transit delay in receiving their inventory shipment but that it was set to ship between 3/10-3/15 and they were working to ship my order as soon as possible. I received no further communication and reached out again on 3/25 since I was going out of town for two weeks and asked if there was any intention on their part to issue a partial credit or refund due to the delays and lack of updates. **** responded by saying the supply chain delay had extended to between 3/25 and 4/05 but did not address the matter of a refund or credit. I patiently continued to wait and reached out via email again on June 1st, asking for a cancellation of my order and refund as soon as possible. I still have not received an answer to this last email. I called the customer service number and left a voicemail the same day stating the same and never got a call back. I tried calling again last week and now only get a busy signal or the call immediately ends. The only time I received any updates is when i directly asked but they made no effort to communicate otherwise. They still have my money but I have not received the promised product now almost 5 months later and now am receiving no responses at all.Customer response
07/27/2024
Better Business Bureau:
At this time, I have not been contacted by Goby regarding complaint ID ********.
Sincerely,
*********************************Initial Complaint
07/02/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
My family owns 4 Goby electric toothbrushes. Periodically (the company recommends every 3 months) they need new brush heads. I ordered 2 brush heads on February 18, 2024 and the company charged my credit card. I have never received them. i responded to the "we got your order" email in March and again in early April to let them know that i never received them and they informed me that they were having "supply chain" issues. Now they are not responding. A search on line suggests that i'm not alone in this issue, yet their website is still accepting orders for brushes. At this point i want either the brush heads i ordered in February or a refund of the charge to my credit card. I obviously don't expect that they will restore my faith them and so will have to replace the 4 $80 electric toothbrushes as well. Quite a sham. Replacing the brushes will cost $320. Teh undelivered brush heads were $15. This was their order #***********Initial Complaint
07/01/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Date of transaction was December 10,2023. The seller was supposed to provide toothbrush replacements. I placed the order for 4 brush head replacements. I received no follow up until I started emailing the company. I kept being told that there were shipment delays and I kept receiving updated shipping dates. The items never shipped. When I contacted most recently on June 4th, no response was provided. I have uploaded all of the emails I sent to the company. PayPal will not reimburse me because so much time has passed and my credit card company denied a reimbursement as well.Customer response
07/26/2024
Better Business Bureau:
At this time, I have not been contacted by Goby regarding complaint ID ********.
Sincerely,
*****************************
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Customer Complaints Summary
193 total complaints in the last 3 years.
157 complaints closed in the last 12 months.