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:10/10/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 filed a claim with you guys a year ago because I paid for a product by the business and never received it/ they kept promising they were going to deliver the product and refused a refund. I still have not received one half of my order and they are still refusing a refund. I need help resolving the issue because its been over 2 years since I originally placed the order. I need your help getting a refund.

• Initial Complaint

  Date:10/09/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  On April 6 2024 , I purchased two 10 karat gold grillz , 2 individual teeth from Grillz by Scotty at their pop up stand at the Black on the Block wellness event. I paid $258.71 for the two teeth which made it $129.36 for each tooth. The order was initially completed 5/28/24 and I went to pick up at their LA location on 6/7/24 at 4:30. Upon pickup only one of the gold teeth was complete as the other grill was not fitted properly and had to be redone. I was fine and understood the similar timeline of about 6 weeks. I sent a text July 15th to get a status as I didnt get any of the status messages I got when I originally ordered no response. I sent a text July 27 and was told to email and had no response. I emailed 8/23 and said if the order was not complete by end of September to process a refund and they responded it should be fulfilled before or by then. Then nothing. I sent two more emails September 18 and September **************************** my last email I asked to be refunded for the 2nd tooth by the end of the month since they have been unable to fulfill my order and no response. It is now October 9, 2024 and still no response

• Initial Complaint

  Date:10/06/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  In June 2024, I placed an order with Grillz By Scotty at a vendor event they were at. My total was $453.61 for a grill. I was told that ** receive my order via **** in ***** days. At the ****************************************************************************************************************************** the upcoming days. A week later, I was contacted by an employee stating that the molding of my grill had been stolen during a store robbery and that Id need to come in to do a new molding. Very odd as I was told that my order was complete and had been shipped. Nonetheless, I went in to an apartment location to provide a new molding and was promised that the order would be expedited and shipped in 21 days, due to the inconvenience. It was now been an additional 45 days and I have yet to receive my order. When I contact the customer support email, my message is bounced back saying the email address is no longer active. My email has been blocked. I have reached out to Grillz By Scotty on all platforms and have yet to receive a response in the last 5 months. This is so disheartening and an absolutely terrible experience. 0 out of 10 would recommend.

• Initial Complaint

  Date:09/17/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  On 4/24/2024 I inquired on a custom grill from Grillz by Scotty via IG DMs. Whoever runs that account messaged me a phone number where I can continue the conversation. On 4/25 I sent one payment to ***** ****** $2,000 and sent the remaining balance of $406.23 on 4/26 both via Zelle. I went in to their new location on ******** on 4/26 and did my initial mold. I told the "specialist" what I wanted done. I was given a turnaround time of 30 days. I specifically asked them this because I wanted my custom grill by June 1st (***** Thee Stallion concert). It wasn't until a few weeks later that I received a text message that my grill was "in progress". I then asked them how much would it be to expedited and I was given an amount that was too much (somewhere in the ball park of $500+). On May 28th I started emailing them about the status of my order. Every email that I have sent has been responded with "standard" 30 days processing. June 17th I sent them an email and I was the one who stated that I saw that Scotty was in a bad accident and if they could provide me a timeframe as to when my order would be completed and prioritize my order. Still no time given. Fast forward to August they finally sent a email to all of their customers stating that they should be all processed by Thanksgiving. I sent them a response and told them this was unacceptable and to give me my money back. They then sent another response and told me that my order would be done within a couple of weeks. On Sept 7th I sent them an email requesting my full refund of $2,406.23. They didn't respond so I sent them the same email on 9/16 and they responded on 9/17. It has been 4 months and some days since I paid them for my grill. At this point I am beyond frustrated and disappointed in the service or lack there of.

• Initial Complaint

  Date:08/12/2024

  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 purchased a grill on February 14, 2024 from Grillz By Scotty. I was told the turn around time was 30 days which was perfect because I wanted my grill before my birthday which was March 21, 2024. One of their employees by the name of **** was taking care of ******** said I would get a call to get fitted before my grill was made but I never got the call so I ended up calling her ************ gave me all kinds of excuses. So I proceeded to go back to the location where I purchased my grill to speak with someone in person & the Grillz By Scotty Decatur location was moved. I then went to their new location & started to take videos of the workers & the lies they told me. They said my order was in the **************** would let me know when it was finished. Apparently GrillzByScotty got into an accident around ************** was apologizing through emails & said that they are working hard to get orders sent out. These people send out fake pre written emails to me every time I email them. At this point I just want my money back, I dont even want the product.

  Business Response

  Date: 08/14/2024

  Dear ******,

  We have reviewed your concerns, particularly regarding the communication around your fitting and the status of your order. Please know that your order has been progressing, and were working diligently to complete it as quickly and thoroughly as possible. Weve sent you an email with the expected delivery timeframe for your grill.

  Per our policy, we do not issue refunds on custom orders that have gone into production and which we are able to fulfill. Your order remains a priority for us, and we are committed to delivering it to you as promised.

  To better manage orders and communicate more effectively with our customers, weve made significant improvements to our internal processes. We apologize for any frustration this situation has caused and appreciate your patience as we continue to enhance our services.

  Please rest assured that we are doing everything possible to ensure your grill is completed and delivered to you soon. If you have any further questions or concerns, feel free to reach out.

  Best regards,

  Grillz By Scotty, LLC

• Initial Complaint

  Date:08/11/2024

  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.

  June 23rd 2024 I visited the ******** location in *******,*******. While I did expect a different price as advertised online, some of the upcharges seemed unnecessary and fraudulent. $624 was paid upfront via Zelle, and I was told by the representative it will be finished in 30 days. Two emails were sent, one requesting an update (36 days later) and the other was a reply to their response, to which I was informed, if I'd like "expedited service", it will be an additional $500. I did not appreciate that response as a paying customer, who's only mistake was patronizing a local black-owned business that seems to be having issues delivering products as promised. What outcome I would like at this point, is a return of original payment.

  Business Response

  Date: 08/14/2024

  Dear *****,

  We have reviewed your concerns. The expedited service option was offered as an additional service, but we want to clarify that you were not charged for this, and your order was prioritized at no extra cost. Please know that the charges you incurred reflect our standard service feesthere were no up-charges. For your reference, a copy of your receipt is attached.

  Per our policy, we do not issue refunds on custom orders that have gone into production and which we are able to fulfill. We assure you that we are working as quickly and thoroughly as possible to complete your order, and weve sent you an email with the expected delivery timeframe.

  We appreciate your patience and understanding as we continue to enhance our services.

  Please rest assured that your order is a priority, and we are committed to delivering it to you as promised.

  Thank you for supporting our business. We truly value your patronage and look forward to completing your order.

  Sincerely,

  Grillz By Scotty, LLC

  Customer Answer

  Date: 08/15/2024

   
  Complaint: 22126073
  
  I am rejecting this response because:
  I paid in full upfront. The representative said 30 days. Your response to my complaint was, I will not get a refund and ohh while we're here, it may be 180 days (Thanksgiving), our bad, here's 10% off on your next visit. My choice as a consumer was taken away from me at the point of sale. I'm 1000% sure wherever you shop for any goods and services, this type of behavior is unacceptable. 
  Sincerely,
  
  **************' ******

  Business Response

  Date: 08/16/2024

  Dear *****,

  We understand how important clear expectations and timely delivery are.

  To clarify, we generally aim to complete all custom orders within 30 days. However, due to an unexpected influx of orders, we faced delays as we worked to expand our team and restructure our workflow to meet the increased demand. While these improvements have enhanced our capacity and reduced turnaround times, we are still in the process of catching up on some existing orders.

  When we mentioned your order would be completed before Thanksgiving, it was intended as a conservative estimate to avoid overpromising. This does not mean you wont receive your order until Thanksgivingwe are actively working to complete it sooner. Your order is part of a batch that will be finished in its entirety by then, but our goal is to deliver it well before that timeframe. We apologize if our wording caused any confusion.

  We truly appreciate your patience during this process. Our top priority is to deliver a product that meets your expectations, and we are committed to keeping you informed with timely updates as we finalize your order. Thank you again for your support and understanding. We look forward to seeing you enjoy your grill in style.

  Sincerely,

  Grillz By Scotty, LLC

  Customer Answer

  Date: 03/16/2025

   
  Complaint: 22126073
  
  I am rejecting this response because: 

  This place has took my money and I believe there is no intention to fulfill the order, like many other victims! I did business here in June 2024 and have not received the order. Six hundred twenty six dollars and thirty nine cents of my HARD EARNED MONEY has been stolen!! They are posting fake reviews on ****** and even had the audacity to post reviews of "customers" flaunting the exact product I ordered. I've had with them and I want something done now!

  
  
  Sincerely,
  
  *. *****' ******

• Initial Complaint

  Date:08/02/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  On August 6, 2023, as an early 17th birthday present, my husband, ***************, and I took our daughter ****** to Grillz By Scotty in *********** for a custom grill fitting, for which we paid a total of $6110.39. On February 9, 2024, ******, accompanied by her sister, returned to *********** to try on her grill before the diamond placement.Despite numerous attempts to contact the establishment, we have not received the grill. Our last communication with them was on June 12, 2024. We have kept all correspondence, including emails and screenshots of Instagram messages. Like others who have complained, we have found that the business does not answer the phone. We recently watched a segment on Atlanta's Channel 2 News on ******* highlighting similar issues faced by other customers who paid money but did not receive their grills. It is unacceptable for this business to take advantage of people in this manner. We now simply want a refund or to pick up the grill in person, as we do not trust it will arrive safely by mail. If the issue is not resolved promptly, our next step will be to file a lawsuit.

• Initial Complaint

  Date:07/05/2024

  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 a Grill on July 22, 2022 after months of going back and forth I received my package that was to contain my finished product on 3/6/2024. The package was empty and company is refusing to fully compensate me for missing product. They refuse to reach out and discuss the issue all I get is a bunch of emails saying they are not liable. It was a delivery confirmation package that did not require a signature otherwise I would have refused it. But it was delivered to my mailbox in a we care bag from the postal service. Communication is poor and I feel taken and disregarded after I paid my money. Service was good until I paid in full after that it was a wrap I practically had to beg for my finished product follow up is just as horrible.

  Business Response

  Date: 07/18/2024

  Dear *******************,
  
  Thank you for bringing this matter to our attention. We understand the frustration caused by the delivery of an empty package. According to our shipping policy, once custody of your order has been transferred to the courier, we are not liable for any shipping discrepancies, including loss or damage during transit. It is the customer's responsibility to ensure appropriate shipping arrangements, including the option to purchase shipping insurance if desired.
  
  Regarding the "We Care" bag from the postal service that was included with your package, this is typically used by the postal service to indicate that your package may have been mishandled during transit. We regret any inconvenience this may have caused.
  
  As a gesture of goodwill, we would like to offer you a discount on a new order. Please reach out to us directly so we can assist you further in placing a new order and applying the discount.
  
  We recommend contacting the postal service directly to inquire about any additional assistance they may provide regarding the mishandling of your package. We are here to assist you and address any further questions or concerns you may have.
  
  Sincerely,
  
  Grillz By Scotty, LLC

  Customer Answer

  Date: 07/20/2024

   
  Complaint: 21945726
  
  I am rejecting this response because: I do not think that it is fair to hold me the customer responsible for not receiving the item that I purchased from you. I was not given an opportunity to choose a shipping method  and it changed from what was being used initially.  I was not given any options for shipping. It was shipped to be and the package was recipe empty and you are placing the responsibility on me the customer that is not fair at all. I paid just under 1200 dollars for a product and you all wash your hands of it. Even offering me a discount off a new product it not satisfactory because that will be even more money out of my pocket and more time waiting for a new product when I have waited 2 plus years for this. Where in writing does it state that once you mail a product you are no longer responsible? Why do you all refuse to accept mailed correspondence and why is it not possible to have a conversation with someone of higher authority?  When you all mailed it there was no additional insurance and one 100 dollars worth of insure was on n the product and the sender which is you all would have to be the one who start the claim I was not allow to do it.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 07/23/2024

  Dear ****,

  We apologize for the inconvenience and frustration caused by this situation. We understand your concerns and want to clarify our shipping policy to address your points.
  

  As per our shipping policy:

  "If the package cannot be delivered to the given shipping address due to causes ascribable to the absent cooperation of the customer (wrong or incorrect phone number, wrong or incorrect shipping address, absent receiver,) or if the customer refuses to collect the package, the package will be returned to the sender at the customer's expense. The expense includes shipping costs and any duty and tax the package may have incurred; this amount will be deducted from the total of the order to be refunded.
  

  If you receive your package and it is damaged and/or opened, please take a photo of the damage before checking the contents inside. Please submit a claim via the courier used to ship your order.
  Grillz by Scotty WILL NOT BE HELD LIABLE for any shipping address discrepancies, which include lost, stolen, misplaced, or incorrectly delivered shipments. It is the customer's responsibility to provide the correct shipping address information. If the address information provided is incorrect or incorrectly entered at the time of purchase, we are not able to make any changes."
  

  We sincerely apologize for any confusion and for the inconvenience caused by this unfortunate situation.
  

  In response to your notification, we have reached out to **** to initiate a claim regarding your missing package. The **** Service Request Number for this claim is ********. We urge you to follow up with **** as well, as they will handle the investigation and processing of the claim for theft or loss.
  

  If you need any additional information, please feel free to reach out to us directly. We are committed to resolving this issue and can handle remaking the grill if necessary, still at a discounted price.
  

  Thank you for your understanding and patience.
  

  Sincerely,
  

  Grillz By Scotty, LLC

• Initial Complaint

  Date:06/07/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 1 grill consisting of: 10 Karat x 6, Yellow Gold x 1, Special Cut x 4, and OOT Service Fee x 1 (Mold Kit), for a total of $678.92 was placed and paid for on March 6, 2023. Since then, I've been contacted by the business for order updates on October 8, 2023, November 21, 2024, November 22, 2023, December 10, 2023, March 6, 2024, March 8, 2024, March 25, 2024, April 18, 2024, in which the business provided adequate reassurances that the order would be fulfilled. However, as of June 7, 2024, I have yet to receive my order. According to the business's refund policy, refunds will be issued if the goods cannot be delivered. It has been over a year since I placed the product order. At this point, I have every reason and right to consider this order unfulfilled and undeliverable.I want my order to be delivered so I can cease all communication with this business indefinitely.

• Initial Complaint

  Date:05/22/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  the date of purchase was 02/16/2024 i had purchased a set of grillz for 751.67$ i was told the grillz would be ready in a possible 30 days was notified around a month later that process was almost completed which was march 7th i waited patiently and kept giving the business the benefit of doubt so around april when the grillz still were not finished i asked can i get a refund the business denied me and said there are no refunds unless the order cant be fulfilled kept being denied of a refund so here we are in may i had a pick up date scheduled for the 17th which is almost 4 months later when i went to pick up i was informed that someone had stolen multiple grillz and that mine was included when the theft happened i asked for a refund since the grillz can no longer be fulfilled as they state in there refund policy i stopped by the store asked for a refund and was yet denied again i was told we dont carry cash and all refunds have to be processed thru a supervisor i asked to speak with a supervisor and was denied again saying someone will reach back out i emailed the customer service email and still have yet to been contacted or heard of how we will move forward with a refund just very unprofessional and scammed me out of my money at this point i dont know if i take them to court or how i go about this to get my refund because im starting to really get frustrated by trying to stay calm and peacefully ask for my refund