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:02/10/2023

  Type:Order 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.

  April 27, 2022 order a piece - establishment said 4 weeks. May 24th I receive notification to try the piece on. I hear nothing until June 29th when I get a random email charging me for a holding fee claiming the piece was done. They send me a picture of the piece I tried on unfinished. They never sent it back to finish the diamond stage. They began lying saying it was sent out. Ok. Its not July and Ive heard nothing. No one answers the phone no one is avail to contact. I leave a message informing them I will be pursuing a credit card charge back. August third they acknowledge the charge back and say ok. The order is cancelled. I get a message august 27th informing me the piece was completed. They pushed through the order anyway to strong arm me into my money. I show up to pick up the piece. Its still in GA. Its been a year and now the store has shut down in LA, no one returns calls or texts and they work out of a super secret VIP location. These scam artists are monsters and refuse to refund my charge back.

  Business Response

  Date: 03/05/2023

  We do apologize for the delayed response. We did try numerous times to contact about your finished product, but had no success. 

• Initial Complaint

  Date:12/12/2022

  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 ordered a product for grillz by scotty on June 8, 2022 & have yet to receive my item. They have refused to refund my money or correct the situation in any kind of way. They even gave me a different delivery date multiple times but I still never got the item.

  Business Response

  Date: 12/26/2022

  We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. There is a no refund policy for custom items. Grillz are custom items. We will fix all orders that have any issues. 

   

  https://w.smrtwvr.com/w/61070f5971f69/web/
  

  Order 6912 

  This order Is Stage of 3 out of 4
  
  All of the custom items are hand made to the highest quality and will take up to 30 days or more to complete. If a chargeback is opened due to impatience, the order will be cancelled or put on hold .
  

• Initial Complaint

  Date:11/18/2022

  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 contacted Scotty 3 weeks ago for a grill and because I was going to be in ******* between 11/17-11/20. He said it would be no problem and I could pick it up when I made it to *******. Just went to his store and nobody has any idea about my grill or where it is. I finally speak to a manager and she's like "I'm so sorry but we're trying to locate it and it's not finished yet" which made no sense because if you don't know where it is, how do you know it's not done. Poor customer service. Further more I've been texting Scotty and asking if it was done, if it's good to come by and get and he plainly says yes and the 18th (tomorrow) is good. I wasted money with ubers to go to the store FOR NO REASON. If things are backed up just be honest about it. It just seems like he's continuously trying to buy time because he hasn't started. But he had no problem or delay taking my money.I've also been texting a former worker **** who pinpointed that Scotty was lying all along. On top of everything, I paid for a rush service and it's still not ready on time. Worst part is that they can't even tell me where it is. Please help me and don't let anyone else spend money with this company ever again.

  Business Response

  Date: 11/24/2022

  Our company has miscommunicated scheduling with this customer, however we have committed to fulfilling this customer's order upon her compliance. All funds spent are refundable in the event that our company would not be able to produce a product. 

  Customer Answer

  Date: 11/24/2022

   
  Complaint: 18437428
  
  I am rejecting this response because: you say in the event youre not able to produce a product and clearly you havent. You said it would be ready 11/19 and it wasnt. Not only was it not ready but Scotty himself lied and told me that it was and told me to come to the shop and get it only for his employee to put on an act like he didnt know what I was talking about. After I left the shop NO ONE would communicate with me and probably had no plan to until i contacted the BBB. Your plan is to keep me on the line and continuously push the deadline back like you do to all the other clients you have. I was in ******* for a specific thing at a specific time and asked if it would be ready and Scotty said yes of course. Its not ready, no one even got started, who knows what you all put the money I gave you towards and now I want a refund. This is more than a little miscommunication. This is horrible customer service.  
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 03/05/2023

  I do apologize for the hassle it caused you, but I am happy we were able to issue a refund. 

• Initial Complaint

  Date:11/08/2022

  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.

  Original Date of transaction: 10/27/2021 Paid In Full Transaction Date: 02/10/2022 Amount Paid: $1,011.72 The first day I stepped foot in this establishment was over a year ago and needless to say, I still havent received my product due to the custom fitted jewelry never meeting the proper designs. I ordered a set of two teeth grillz, and these have been recreated over 3 different times and I still have yet to even receive my final product. Ive been very and ****** understanding in this situation, but communication has seized and I feel that I have been unfairly taken advantage of once my order was paid in full. The business would stay in contact about my order and giving me updates on when I can try on my product, and I traveled over 5 times to their location on Fairfax in *********** to try on and ensure the fit for my jewelry. The final time when I asked for a refund, they decided not to refund me my money but upgrade me on a new custom piece. This custom piece I got fitted for almost 3-4 months ago and I still have not received any communication or notice about my final product being ready. Ive spoken to both managers at their *********** location, and another manager from the ******* location but both continue to give me the run around and tell me that their business has been growing and the demand is too overwhelming to guarantee a time frame for my already paid in full product to be finished. Since June they have been sending custom video messages with updates on my order only until I realized they have been using a generic video to send to all of their unfinished orders. Im not the only person experiencing these delays due to their faulty business model and lack of communication and extremely poor customer service. This was supposed to be a gift to myself for last year, and here we are another year later without an item I paid for in its entirety.

  Business Response

  Date: 11/21/2022

  Customer is now satisfied with product and customer service team. Has no recent complaints, order is being shipped out to customer this week.

  Customer Answer

  Date: 11/21/2022

   
  Complaint: 18373296
  
  I am rejecting this response because:

   

  I still havent receive the grill. They havent provided shipping info, a delivery date, or anything further than a picture saying its ready. 

  ***** tried to help but missed her own deadline. 
  

  someone else chimed in after I shared my frustrations on social media, but they have yet to get me my grill either. 
  their email person told me I cant get a refund although candy said she would give me a refund if things didnt work out because of how long and frustrating this process has been.

  So I STILL DONT HAVE MY GRILL THAT I PAID FOR IN FEBRUARY 2022 AND GRILLZ BY SCOTTY DOESNT WANT TO REFUND MY MONEY ALTHOUGH I NEVER RECEIVED ANYTHING FROM THEIR COMPANY OTHER THAN FALSE HOPE.

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

  Business Response

  Date: 03/27/2023

  First and foremost we want to thank you for your purchase and supporting our growing business. We want to apologize for not upholding the standards that you may have expected.  The lack of communication and the delayed time that you have endured during your experience with us is unacceptable. We pride ourselves on offering a better experience. Would you please allow us the opportunity to make up for your expectations not being met?

• Initial Complaint

  Date:10/20/2022

  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 flew in from *** to *** May 11th 2022 to have custom grillz made for *********** boyfriend. We had our molds made, picked a design & sent in picture examples of the said design, before leaving we paid in FULL ($2,602.87) invoice # ****. On May 28th 2022 I received a text that both sets of grillz were ready for the test fit, before diamonds were added. Along with this text I received a picture of both grillz. THE DESIGN WAS NOT WHAT I REQUESTED/THE PICTURE I SENT IN. I expressed to GRILLZ BY SCOTTY that Im not pleased being that the design is not what we asked for. They proceeded to mail them out to us in ***, ensuring that my design would be corrected & that I shouldnt worry being that the GRILLZ are unfinished, unpolished and still would need to be worked on.. I WAS JUST SUPPOSED TO BE TESTING THE FIT. On June 11th 2022 our GRILLZ arrived to ***, I again communicated to GRILLZ BY SCOTTY that the design is incorrect and both of our fitment is off as well. Instead of text/email communications, I called them & informed that wed come back to ATL to communicate in person about the errors. They agreed. On September 10th 2022 while in ***, I called GRILLZ BY SCOTTY to setup an appointment to stop in & they agreed. We met on September 13th at the shop where they agreed that the design is off compared to the picture. They ended up getting my boyfriends to fit better, but for myself they ensured once the design is corrected, the added gold (to correct the design) would aid in the grillz fitting better. We left the grillz to be corrected & completed, & waited for the final product. On October 5th 2022, I received a text message with a photo saying the grillz were COMPLETE.. IT WAS THE SAME EXACT GRILLZ THAT IVE BEEN OBJECTING SINCE MAY 28th ! Only difference is the grillz were polished with the diamonds added. At this point, I dont know what to do. Neither set looks as requested, as well as mine not fitting correct. Just a NIGHTMARE !!

  Business Response

  Date: 11/03/2022

  In reference to this claim, we have committed to creating the exact request of the client at hand. We have attempted to offer a REDO in recreating this custom piece at no extra cost to the client. Our staff has attempted reaching out, spoke to the client's boyfriend via phone call, and offered to remake this product in lieu of an open chargeback as well. We at Grillz By Scotty are more than willing and committed to serving our customers in any situation. This client claims they are no longer interested in our services and prior agreements.

  Customer Answer

  Date: 11/07/2022

   
  Complaint: 18250961
  
  I am rejecting this response because:
  I gave Grills by scotty mulitple chances to correct and cix the problem. It has been months and we still have an issue with them. At this point Im exhausted and annoyed and would just rather have my money back at this point.

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

  Business Response

  Date: 11/21/2022

  We have been in touch with Miss ***** and are more than willing to remake her order to her liking. Being a hand crafted custom design, there is a chance things will not come out as planned. Nevertheless we can accommodate the need here to satisfy the customers expectations. Communications have been made to the customer and her boyfriend  by our customer service team about remaking their orders at no additional cost.

• Initial Complaint

  Date:10/09/2022

  Type:Sales and Advertising 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 a grill from Grillz by Scotty over a month ago and have not gotten my merchandise with no foreseeable time line as to getting it. There has been poor communication as to whats going on with my order. I have had to reach out to them. Any communication from them has been a text making promises of a finished product and then no product mo more communication. I would like my $788.41 to be refunded in full please.

  Business Response

  Date: 10/11/2022

  Due to worldwide shortages, we have been experiencing delays in our production as we are at the mercy of our material suppliers. We apologize for the delay and inconvenience, this has caused. We are working diligently to make sure that all orders are completed in the next few weeks and are not rushed through so that each customer is completely satisfied with the finished product. We will continue to update your order.

  Customer Answer

  Date: 10/12/2022

   
  Complaint: 18189520
  
  I am rejecting this response because:  it will be over two months since my order date with no end in site. The company should understand that with their supply chain issues they may just have to bend on their policies. Me not ordering now wont keep me from ordering In the future when their issues begin to subside, however due to their policy and them not working with me I will not order from them again. I feel as if I kept my word when I met them at an event and placed an order paid for it that week expecting to get a product within (no later than ) ****  days. And until now they havent communicated unless I reached out and ask what was going on with my order. (Bad customer service)   I still would like my refund of $788.41 

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

  Business Response

  Date: 03/27/2023

  First and foremost we want to thank you for your purchase and supporting our growing business. We want to apologize for not upholding the standards that you may have expected.  The lack of communication and the delayed time that you have endured during your experience with us is unacceptable. We pride ourselves on offering a better experience. Would you please allow us the opportunity to make up for your expectations not being met?

• Initial Complaint

  Date:10/08/2022

  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 contacted Grillz By Scotty at the end of July about a permanent diamond 6 top teeth grill. Communication was fine at first but the past month or so communication has been almost nonexistent. I received a mold kit in September and didnt hear anything back until I reached out a few weeks later saying the first mold I sent in wont work and sent me another mold kit to do the grill. No one called and told me this and I was waiting to hear news from them. Ive been trying to reach someone to talk to for about two weeks. The sales person I was dealing with is answering my calls and the only line of communication is the answering service they have. I already paid in full ***** dollars on the grill.Its been three months and the grill hasnt even been started on. At this point I dont want tue grill, I was want my money back. This company seems like a scam!

  Business Response

  Date: 03/27/2023

  First and foremost we want to thank you for your purchase and supporting our growing business. We want to apologize for not upholding the standards that you may have expected.  The lack of communication and the delayed time that you have endured during your experience with us is unacceptable. We pride ourselves on offering a better experience. Would you please allow us the opportunity to make up for your expectations not being met?

• Initial Complaint

  Date:10/01/2022

  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 started a transaction with this company in September 2021. I have experienced several representatives from this company with limited follow-up. I actually paid more than what's presented in added receipt; however, everything was paid in cash to *****. I have requested a refund several times as I still do not have my finished product and it's Oct 1, 2022. I would like a full refund at this time. This company does not care about customers and/or good business practices.

  Business Response

  Date: 03/27/2023

  First and foremost we want to thank you for your purchase and supporting our growing business. We want to apologize for not upholding the standards that you may have expected.  The lack of communication and the delayed time that you have endured during your experience with us is unacceptable. We pride ourselves on offering a better experience. Would you please allow us the opportunity to make up for your expectations not being met?

• Initial Complaint

  Date:09/18/2022

  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.

  Almost a year ago I purchased two sets of grillz over 2500$ worth of gold and diamonds and never received anything I have called repeatedly and complained multiple times got the run around and nothing happened just lied to me about getting these products I have talked to candy jaybird scotty and others and all they do is say they will call me back they don't and I have to call them with no solution I have requested a refund and they refuse to produce a product or refund very unhappy terrible business

  Business Response

  Date: 10/11/2022

  Due to worldwide supply chain shortages, several orders have experienced significant delays. As we do not pride ourselves on being unable to meet a deadline, we are at the mercy of our suppliers. Production is back in full swing, and all open orders are expected to deliver within the next few weeks.

• Initial Complaint

  Date:08/29/2022

  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 ordered some grills for 422 dollars and still havent received anything.Customer service is the worse ive dealt with.Do not even waste your time

  Business Response

  Date: 09/07/2022

  We have deemed this purchase as fraud, as we require the card that is used at the time of purchase to be accompanied by a matching **. With this particular transaction the client sent a picture of an electronic card off a phone with an electronic image of the ** (see attached) off a phone of the **, not a picture of the actual hardcopy **. The client was not the same as the person on the ** who's card was used, along with the shipping address not matching the ** of the person who was attempting to purchase. We are very strict about this policy, and for this reason we could not continue in making the grill for *************.