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:06/07/2023

  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 a grill by Scotty in January of 2023 for $5200. It has not been received and has not even started production according to email correspondents but they will not issue me a refund even after they originally said it would be done March 15 and they still havent started. I do not expect to get my money back at this point but if you have made a purchase with them recently, please file a report with the ***.gov. Scammers dont pay taxes and if theres one thing the government dont play about, its their taxes. I have kept all email correspondents and forwarded to the *** which will forward to all local law enforcement. Its sad that this is what happens when you try to support your people.

  Business Response

  Date: 06/15/2023

  I do apologize for the lengthiness it has taken to complete your grillz.
  Our refund policy is that- we only issue refunds if we cannot deliver the goods. And fortunately, we are able to complete your order.
  
  We can offer you a free teeth whitening, or free tooth gem, and if not we can do 10% off your next order. We take pride in our customer service and we can assure you that your grill will be top quality. Due to everyone wanting a Grill By Scotty and being a new company we are still working out the kinks and trying to deal with the surge of incoming orders.
  
  Will you allow ** the opportunity to complete your grillz as soon as possible?

• Initial Complaint

  Date:06/07/2023

  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 was given a new order from previous issue riddled unfulfilled order in February. They decided to completely start over and promised my order would be ready in ***** days. I received a message in April that it would be late, well past the time 30 days. I have had correspondence *** email and text, including with the manager Candy who via text on May 1st told me:"Okay good I just just let them know again you need a refund. Due to the grill coming back 3 times incorrect." I called and spoke to ******* (their turnover sales people regularly). Who said she'd get back to me. I've called and sent messages weekly since then and I no longer receive replies. They have failed to provide my order in the timeframe promised well over 3x.

  Business Response

  Date: 06/15/2023

  I do apologize for the lengthiness it has taken to complete your grillz.
  Our refund policy is that- we only issue refunds if we cannot deliver the goods. And fortunately, we are able to complete your order.
  
  We can offer you a free teeth whitening, or free tooth gem, and if not we can do 10% off your next order. We take pride in our customer service and we can assure you that your grill will be top quality. Due to everyone wanting a Grill By Scotty and being a new company we are still working out the kinks and trying to deal with the surge of incoming orders.
  
  Will you allow us the opportunity to complete your grillz as soon as possible?

  Customer Answer

  Date: 06/16/2023

  I do not accept. They are not a new business. This is a standard answer they release. They have had ample time, way past the promised ***** days, to provide the product, and they have not.

  This is the third time they changed my order number and they promised to deliver a product and haven't delivered it. Three order numbers for one grill order. I do not trust I will get my product, and if I do that, it'll be what I ordered (carats etc.) They have retaliated by ignoring my calls and texts. 

  BACKGROUND: They lost my order and wouldn't tell me. I had to offer to make a new mold after approximately 3 months of being told it'll be late. The product they showed me was not what I asked for, the tooth count was wrong, the carats were wrong (see photos). This issue has been going on for almost a year. My complaint corresponds to the latest "order", same grill order, they just changed the order number. I have not seen anything from them in several months of that order. 

  In the meantime, celebrities and their friends have ordered and received their products. As evidenced by their social media accounts.

  Candy, the manager, sent me a text about my refund (photo). She indicated that given all the issues, I could contact the store for my refund. I also spoke to ******* at the store at that time, who was supposed to get back to me. They usually confirm with the manager before doing anything. She never got back to me. Still no refund. They both no longer respond to my messages via text or phone. So, I am confused about the policy (see below).

  The offers of freebies they tried already. It is a move to pacify the customer for additional time. It is not what I asked for or want. They still have not given a photo shoot they promised.

  At what point are they in breach of contract? They exchange of r a product within ***** days. Month after month I have not received a product.

  PHOTOS:

  Photo 1 and 2 are of what I asked for and showed them repeatedly

  Photo 3 is what they were going to give: globby, poorly fitted. I paid an additional $125 and asked them to make them appropriate changes and seen nothing, even after they remade the order

  Photo 4 is of my order. Compared to photo 3, the carats are wrong. The date is wrong on photo 3, and the tooth count is wrong. The form, my order, nothing lined up. I can't trust them.

  Photo 5 Candy response to my regarding my refund. I do not know when they did this policy. Partway through this they claimed they no longer allow deposits and tried to collect  compensation for full grill. Their policies are ever changing.

  I am asking for my $300 deposit and $125 tooth cost refunded. A total of $425.

  Thank you.

  Business Response

  Date: 06/26/2023

  Tell us why hereI do apologize for the lengthiness it has taken to complete your grillz.
  Our refund policy is that- we only issue refunds if we cannot deliver the goods. And fortunately, we are able to complete your order.
  
  We can offer you a free teeth whitening, or free tooth gem, and if not we can do 10% off your next order. We take pride in our customer service and we can assure you that your grill will be top quality. Due to everyone wanting a Grill By Scotty and being a new company we are still working out the kinks and trying to deal with the surge of incoming orders.
  
  Will you allow us the opportunity to complete your grillz as soon as possible?...

• Initial Complaint

  Date:06/01/2023

  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 placed and order in January..its june now. I still havent received my order..i just want my money back but they have no refund policy i need help getting my refund. I feel like i been scamed

  Business Response

  Date: 06/01/2023

  I do apologize for the lengthiness it has taken to complete your grillz.
  Our refund policy is that- we only issue refunds if we cannot deliver the goods. And fortunately, we are able to complete your order.
  
  We can offer you a free teeth whitening, or free tooth gem, and if not we can do 10% off your next order. We take pride in our customer service and we can assure you that your grill will be top quality. Due to everyone wanting a Grill By Scotty and being a new company we are still working out the kinks and trying to deal with the surge of incoming orders.
  
  Will you allow ** the opportunity to complete your grillz as soon as possible?

  Customer Answer

  Date: 06/01/2023

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

• Initial Complaint

  Date:05/25/2023

  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 have reached out several times regarding the Order **** I placed on February 28, 2023 that totaled $958.14. I placed the order with Scotty (the owner) by phone and he shared an order confirmation with me (attached). It is now May 4 and I have not received the kit to begin the process of my order. On several occasions I have emailed, called, texted and left voicemails to both check on the status of my order and now to cancel it. No one has responded. I would simply like a refund for my purchase. I have made contact with my bank and they have encouraged me to file a police report. I do not want to take it this far. I am simply trying to get back the money that I paid for a product that I have not received 3 months after purchase

  Business Response

  Date: 06/01/2023

  I do apologize for the lengthiness it has taken to complete your grillz.
  Our refund policy is that- we only issue refunds if we cannot deliver the goods. And fortunately, we are able to complete your order.
  
  We can offer you a free teeth whitening, or free tooth gem, and if not we can do 10% off your next order. We take pride in our customer service and we can assure you that your grill will be top quality. Due to everyone wanting a Grill By Scotty and being a new company we are still working out the kinks and trying to deal with the surge of incoming orders.
  
  Will you allow ** the opportunity to complete your grillz as soon as possible?

• Initial Complaint

  Date:05/24/2023

  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 physically went into this business and paid $2000 for a grill to be made. I was told that it would take 30 days to deliver. Its now going on 3 months and still have not received my product. I have been emailing them and they telling me they cant issue a refund because the can fill my order and give them more time because they are a new business. No one seems to care about trying to make this issue positive but me

  Business Response

  Date: 06/01/2023

  I do apologize for the lengthiness it has taken to complete your grillz.
  Our refund policy is that- we only issue refunds if we cannot deliver the goods. And fortunately, we are able to complete your order.
  
  We can offer you a free teeth whitening, or free tooth gem, and if not we can do 10% off your next order. We take pride in our customer service and we can assure you that your grill will be top quality. Due to everyone wanting a Grill By Scotty and being a new company we are still working out the kinks and trying to deal with the surge of incoming orders.
  
  Will you allow ** the opportunity to complete your grillz as soon as possible?

  Customer Answer

  Date: 06/04/2023

   
  Complaint: 20102444
  
  I am rejecting this response because:
  I feel like they are making up excuses to not give me a refund. I have got this same message in a email. I did my research and this is not a new company. Its obvious they are not able to deliver or make my product as promise. I deserve a refund. As I told them before, ** trying to keep this case from going to court but they pushing it!  
  Sincerely,
  
  *************************

  Business Response

  Date: 06/15/2023

  I do apologize for the lengthiness it has taken to complete your grillz.
  Our refund policy is that- we only issue refunds if we cannot deliver the goods. And fortunately, we are able to complete your order.
  
  We can offer you a free teeth whitening, or free tooth gem, and if not we can do 10% off your next order. We take pride in our customer service and we can assure you that your grill will be top quality. Due to everyone wanting a Grill By Scotty and being a new company we are still working out the kinks and trying to deal with the surge of incoming orders.
  
  Will you allow ** the opportunity to complete your grillz as soon as possible?

  Customer Answer

  Date: 06/29/2023

   
  Complaint: 20102444
  
  I am rejecting this response because: 

  I have received this same message in a email from this business on May 8, 2023. I believe this company is not making the attempt to fulfil my order as they are promising. I am ready to make the next step. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/24/2023

  Type:Service or Repair 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 ordered a custom grill on October 13th 2022. I paid ****** and was forced to pay via Zelle to ensure I had no recourse for refund. I have never received the product despite following up with every employee and going into both the ******* and LA locations multiple times. They did not even process my order until December. Then, they did not make the grill as we discussed and refused to make it according to what I asked for and paid for. They have given me the run around and have forced me to inquire via phone, email, and Instagram to no avail. They have stopped responding to me and I have yet to receive a product.

  Business Response

  Date: 06/01/2023

  I do apologize for the lengthiness it has taken to complete your grillz.
  Our refund policy is that- we only issue refunds if we cannot deliver the goods. And fortunately, we are able to complete your order.
  
  We can offer you a free teeth whitening, or free tooth gem, and if not we can do 10% off your next order. We take pride in our customer service and we can assure you that your grill will be top quality. Due to everyone wanting a Grill By Scotty and being a new company we are still working out the kinks and trying to deal with the surge of incoming orders.
  
  Will you allow ** the opportunity to complete your grillz as soon as possible?

  Customer Answer

  Date: 06/01/2023

  It is a lie that they were able to complete my grill. The pictures here show them sending me a picture of a design and I stated that isnt what I asked for. Then I showed Scotty, the owner, a picture of what I wanted and they just altered the same one that didnt match what I wanted. Then they refused to redo it and said I was wasting their time. They have yet to complete the grill so this response is false and is not a resolution. Also I do not have the grill in my possession and it is illegal for them to continue to hold my money without sending me the goods. As a consumer it is within my rights to receive my money back for a good I did not receive. Weve already been in contact over six months about making my grill and they have failed to do so. This resolution is not satisfactory and it is the blanket statement they give everyone. 

  Business Response

  Date: 06/01/2023

  I do apologize for the lengthiness it has taken to complete your grillz.
  Our refund policy is that- we only issue refunds if we cannot deliver the goods. And fortunately, we are able to complete your order.
  
  We can offer you a free teeth whitening, or free tooth gem, and if not we can do 10% off your next order. We take pride in our customer service and we can assure you that your grill will be top quality. Due to everyone wanting a Grill By Scotty and being a new company we are still working out the kinks and trying to deal with the surge of incoming orders.
  
  Will you allow ** the opportunity to complete your grillz as soon as possible?

  Customer Answer

  Date: 06/01/2023

   
  Complaint: 20099307
  
  I am rejecting this response because this statement is false. You did not complete the grill I asked for. Since you advertise custom grills you cannot tell me that my order is complete because you made something. It did not match my custom order and after going back and forth with yall to explain that, you refused to make it properly. So no, you did not complete my order just because you made something random. Do not advertise custom grillz if you will try and force the customer to take what you made even when it does not match what was ordered. Again this response is unsatisfactory because it is not true that you completed my order and you have refused to do so. I want a refund per the exact same policy youve stated since there has been a failure to complete my order. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/19/2024

  Dear *******,

  Thank you for your patience during this process. We sincerely apologize for any frustration you experienced.

  There was a miscommunication regarding the design specifications, and the incorrect design was melted down. However, we have ensured that you received your custom grill exactly as specified. We appreciate your understanding and are pleased to know you are happy with your order.

  Thank you for giving us the opportunity to correct and improve our processes.

  Sincerely,

  Grillz By Scotty, LLC

  Customer Answer

  Date: 07/19/2024

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

• Initial Complaint

  Date:05/14/2023

  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.

  This business advertises and agrees to deliver services within 30 days. I visited, ordered, and paid on 27 Feb 2023. On 27 March, I contacted the business and was given the run around between employees for weeks. It's been 76 days to date and they completely stopped responding. Do not trust this business. They even had the audacity to ask me for another $500 to expedite the order after they were already a month past the agreed-upon delivery date, per their own service agreement.

  Business Response

  Date: 08/14/2023

  I do apologize for the lengthiness it has taken to complete your grillz.
  Our refund policy is that- we only issue refunds if we cannot deliver the goods.
  And fortunately, we are able to complete your order.
  We can offer you a free teeth whitening, or free tooth gem, and if not we can do 10% off your next order.
  We take pride in our customer service and we can assure you that your grill will be top quality. Due to everyone wanting a Grill By Scotty and being a new company we are still working out the kinks and trying to deal with the surge of incoming orders.
  Will you allow us the opportunity to complete your grill as soon as possible? 

  Business Response

  Date: 08/14/2023

  Product has been completed. 

  Customer Answer

  Date: 08/14/2023

   
  Complaint: 20057883
  
  I am rejecting this response because:

  In product was delivered, despite numerous attempts to work with this business to achieve success. No attempts have been made to rectify the situation, deliver my order, or otherwise. 

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

  Business Response

  Date: 08/16/2023

  You have filed a charge back on your account before we could complete the product so there is no way for us to complete the product without it being paid for. 

  Customer Answer

  Date: 08/16/2023

   
  Complaint: 20057883
  
  I am rejecting this response because:

  Your policy says 30 days to delivery. I filed a fraudulent charge claim with my credit card company after approximately 90 days with no product, despite multiple attempts to coordinate with your business to resolve the issue in a timely and respectful manner. After being given the run around by your team and eventually being ghosted, it became apparent that you cannot deliver a product. I even offered to reissue payment upon pickup of the product, which is entirely reasonable after 90 days of nothing. 

  
  Sincerely,
  
  *********;

• Initial Complaint

  Date:05/01/2023

  Type:Customer Service 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.

  On February 3, 2023, I paid a $460 deposit to Grillz by Scotty's to secure an appointment to have moldings done for me and my husband. During our Feb. 11, I paid the remainder of my order in two Zelle payments of $569.29 and $53.99. They said we'd get the grills within 30 days. I followed up via text (the same number I text to set up the appointment) and email about a month later to see if I'd have my order in time for an event I was attending at the end of March. I sent three emails before getting a generic response saying that they are completing my order and don't want to say an exact date as to properly manage expectations. I asked for a date range and gave them my order number to track it, but I didn't receive an answer. I emailed about an update again, and the message was undeliverable. The correspondence with the text message said they could not provide a date range and that there was a no-refund policy. On April 12 on Instagram, Scotty's posted a secondary email for people to check the status of their order. When I emailed asking for a refund or my order status, they said, "Sorry as of now we don't have an exact date when your order will be completed." I'm reaching out with assistance for a refund. The communication and customer service has been atrocious. I have provided my order number, and they have no clue where my order is, can't update me and refuse to provide a refund. I ordered the grills in February and it's ****

  Business Response

  Date: 05/08/2023

  I do apologize for the lengthiness it has taken to complete your grillz.
  Our refund policy is that- we only issue refunds if we cannot deliver the goods. And fortunately, we are able to complete your order.
  
  We can offer you a free teeth whitening, or free tooth gem, and if not we can do 10% off your next order. We take pride in our customer service and we can assure you that your grill will be top quality. Due to everyone wanting a Grill By Scotty and being a new company we are still working out the kinks and trying to deal with the surge of incoming orders.
  
  Will you allow ** the opportunity to complete your grillz as soon as possible?

• Initial Complaint

  Date:04/28/2023

  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.

  Feb.18 placed an order for a grill. It has been roughly 10 weeks and have not received it. No Eta has been provided. They simply take your money and do not deliver the product.

  Business Response

  Date: 05/08/2023

  I do apologize for the lengthiness it has taken to complete your grillz.
  Our refund policy is that- we only issue refunds if we cannot deliver the goods. And fortunately, we are able to complete your order.
  
  We can offer you a free teeth whitening, or free tooth gem, and if not we can do 10% off your next order. We take pride in our customer service and we can assure you that your grill will be top quality. Due to everyone wanting a Grill By Scotty and being a new company we are still working out the kinks and trying to deal with the surge of incoming orders.
  
  Will you allow ** the opportunity to complete your grillz as soon as possible?

• Initial Complaint

  Date:04/27/2023

  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 ordered a custom made grill on Dec 7, 2022. I was told that it would be ready before Christmas. *** reached out to them and they said it would be ready Feb 27, 2023. That they are in their last stage. Its almost May and I have not heard back from them. It doesnt seem like theyve even made my grill and theyre just stalling for time. I want my money back

  Business Response

  Date: 05/08/2023

  I do apologize for the lengthiness it has taken to complete your grillz.
  Our refund policy is that- we only issue refunds if we cannot deliver the goods. And fortunately, we are able to complete your order.
  
  We can offer you a free teeth whitening, or free tooth gem, and if not we can do 10% off your next order. We take pride in our customer service and we can assure you that your grill will be top quality. Due to everyone wanting a Grill By Scotty and being a new company we are still working out the kinks and trying to deal with the surge of incoming orders.
  
  Will you allow ** the opportunity to complete your grillz as soon as possible?