Goby Tracking Order Status

Finally cancelling after YEARS of unfulfilled brush head refills. I have a three month subscription refill, they have charged me and haven’t sent at least 8 orders. They have alleged manufacturing delays and don’t openly communicate with customers. This company has poor customer service, they will lie to you and offer credit but will never offer to replace an order not sent. All this credit sitting in my account but when confronted about missing orders, they made it clear they don’t want me as a customer and told me they would cancel my subscription if I’m not happy. All I wanted was brush head refills, but they’re not willing to fulfill customers orders. If you’re a customer reading this, I recommend cancelling your subscription and switching to a reputable brand. There website reviews are fake. This company will keep selling subscriptions with no plans to actually fulfill orders. I’ve had too much money stolen from me by Goby to believe the lies they tell me anymore. Don’t buy goby!!!!!

Update: Finally cancelled my subscription as the fulfillment delays continued. I was billed for two subscription orders in 4 months and nothing was delivered, so I reached out to customer support to ask when they could deliver these. They couldn't commit to sending both purchases in the next 30 days, citing "the same widespread supply chain delay", so they refunded me for the unfulfilled orders. I hope they are able to figure out their brush head issue.

I first ordered my toothbrush in 2021, customer service was great, anytime I ordered replacement toothbrush heads they shipped right away. After only 2 years, my toothbrush stopped working for no reason. It was covered under the warranty but took them 2 months to ship, and the two times I've ordered replacement heads it's taken months to receive them. The company obviously changed their customer service and it's now pretty bad. I love the way the toothbrush looks, but other than that, I wouldn't recommend Goby.

FAILURE TO HONOR WARRANTY. On January 4, 2024, I contacted Goby about my toothbrush handle’s having lost its ability to hold a charge. Goby responded saying that “we’ll utilize our warranty to send a new brush handle.” Following that, I emailed Goby four times requesting a follow-through on the replacement, but each resulted merely in a seemingly automated response about heavy email volumes and alleged shipping delays. On February 26, I let Goby know that I would submit a complaint to the BBB if I didn’t hear back from them with details on the replacement. I did not hear back from them, so I submitted the complaint. Two days later, I received another canned response from Goby alleging ongoing shipping delays. It appears that Goby uses that excuse frequently to explain their inability to provide warrantied replacement items (even though there seem to be no such delays with shipping out the exact same items if purchased new). I have since requested a refund on the purchase price of the toothbrush, but Goby has rejected the request. Given my experience with Goby and their flippant responses to my inquiries, given the numerous BBB complaints against them for failing to honor their warranty, given the numerous online reviews here and elsewhere noting Goby's poor customer service, and given their refusal to provide a refund, I myself have no desire to use Goby products ever again. It is surprising to me that a company that specializes in only one product and that speaks so proudly of their warranty for that product could be so dismissive of customers when that product fails.

I like this product a lot, it's my favorite brush that I've used and has helped me improve my oral health to the point I finally hear praise from my dentist, but it's hard to continue using the product if Goby can't supply toothbrush heads in a timely fashion. I generally change my brush head monthly, so I order plenty at a time well in advance of my needs since Goby's never been quick to ship. But things are out of hand now, and the company isn't doing the bare minimum to even keep customers in the loop about fulfillment. I was billed for brush heads on July 1 and I am still waiting — I just got order tracking today, Sept 18, which was perhaps expedited for me because I complained at the company on social media (over toothbrush heads!! not something I ever saw myself doing, ha) because they had ignored my email inquiring about my order status after I'd already waited a decent amount of time to give them a chance to do the right thing. Customer support for Goby used to be solid, but now something is so wrong with their fulfillment that their default is just radio silence for months. At least if the company is forthcoming and sets expectations around whatever they're dealing with, I could feel good about trying to be a customer still, but not if the company just bills what they cannot fulfill in a timely fashion and don't even communicate that. Ultimately, though, they do have to solve their fulfillment issues so that the toothbrush doesn't become (more of) a chore for their customers. I hope Goby recovers from this, but they need to be communicative and share how they're working toward becoming reliable. It's bizarre this toothbrush company is selling toothpaste now when they have a big problem supplying their replacement brush heads and haven't communicated a plan around it. They haven't lost me as a customer yet, but if I have to hoard brush heads or buy another product anyway, I should probably move on.