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:04/21/2023

  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.

  Peace. I reached out to Grillz By Scotty in January and got a quick response back as a potential costumer. Someone who worked for him texted and called me several times, because I was on the fence deciding between their business and a local one. On 1/30/23, I finally decided to get a 3 bottom-teeth rose gold grill. Then on 2/3/23 I sent the actual payment in of $340.20 to ******************************** va Zelle. They said they would send out a molding kit, since I live in MI and theyre in GA. I waited and they didnt say anything or mail anything after that. On 3/4/23 I notified them about the molding kit not coming through or any updates or emails communicating sending them or the delay thereof. I needed these for a music video and they were holding up the whole project. After that, I asked them to just send me my money back because I would rather work with a business that is responsive and punctual because I have things to do. I also suggested that if I get the money back I could work with them in the future for a full set IF customer service was good. On that same day, they said to text a different number for all that. I did and they didnt respond. I reached out again on 3/20/23 and either number didnt respond. I then took initiative to direct message the Grillzbyscotty Instagram and then that day someone reach out to me and said that they were trying to contact me but the email on file was incorrect. However, when I looked at our prior emails, which was just the receipt of the order from January, the email was correct and I didnt receive any other messages so I feel like they were just saying that as an excuse to a delay. Either way, they werent answering texts or calls and my number was correct because they were responsive when they wanted my money and then stopped responding and never sent any molding kit for months. I have never filed a complaint against any business. I just want my money back so I can take care of my health expenses please. Thank you.

  Business Response

  Date: 05/10/2023

  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:04/19/2023

  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.

  On Jan 28, 2023 I placed an order with Grillz by Scotty. I paid $843.15 for a set. I asked the agent that took the order how long would It take I was told 30 days. On 2/13/23 I received an email stating my order would be complete on 2/27/23. That has yet to happen! On 2/27/23 I got an email stating they were finishing and wanted to know my pickup option. On 3/1/23 I got Perfect that means phase 4 onces its completed we will send a picture of final product Thank you for smiling with Grillz By Scotty. On 3/7/23 I called and left messages I didnt hear anything again from them until 3/12/23 stating I had chosen to have my order mailed which wasnt the case. On 3/16/23 I got a message saying they were delayed but my order would be completed in a week or so. I then went to the store on multiple occasions and spoke with 3 separate managers first one told me that someone would call me, another time I was told my order would be completed that Friday another I was told that he put my order on priority and it would be done in a few days. I want back to shop and was told on 3/29/23 that my order was in a shipment heading to the store for delivery that day. On 4/7/23 i in the store again and now my order was still being made and it was again being put in priority mode . I asked whats the process to cancel I was told that someone would reach out to me that day and that didnt happen through out I had friends reach out to the owner personally multiple times. *** called, texted, emailed, and messaged on social Media with no success. I requested a refund and received a scripted response that didnt give any clarification. To this day 4/19/23 I nor any employee knows the status of my order.

  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?

• Initial Complaint

  Date:04/19/2023

  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 ordered a product from this business on February 7th 2023, I was told that the completion of my product would be expected in ***** days. It is currently April and I have received no product and none of the numerous calls I have made have been Returned. Also the customer service has been very poor and unprofessional, downright disrespectful with the way they neglect regular clients orders opposed to their selected celebrity clientele.

  Business Response

  Date: 05/10/2023

  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:04/19/2023

  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.

  Jewelry was purchased/paid in full February 06, 2023. Total spent is $3218.34. Communication from the company post-purchase has been spotty, unclear, and outright suspicious. I have had many days of expected delivery and I do not have any product. Delivery of goods has exceeded weeks past the ever-moving deadline and all I truly want at this point is a refund.

  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?

• Initial Complaint

  Date:04/14/2023

  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.

  On October 14th I had finished paying my total, the $1,856.51 for the Grill. On November 16th 2022 at 7:34 pm I was told that the turn around time is typically ***** business days. Today it is April 14th of 2023. I have several emails of Grillz by Scotty saying the same things over and over. I thought they were getting somewhere when they emailed me again several months later stating that my grill is SCHEDULED to be done by Monday March 27th 2023. Still I have nothing. I emailed back after the scheduled date, trying to share my concerns but I immediately got an email back stating that email address is no longer found. I had to go through a previous employee to get guidance on what to do to get my money back! I had to send a couple messages on instagram to get in contact with customer service again with a new email. Well, I have now been directed to do this complaint. It has been a nightmare working with them. I am no longer interested in this product , I simply want my money back. PLEASE! Also it is suspicious as to why my last payment transaction shows as cash , when all of my payments were made through Zelle. Im in a whole different state, how would I pay them cash? I have all Emails and all receipts. Please help. I just want my money back.

  Business Response

  Date: 05/10/2023

  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:04/12/2023

  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.

  On Mar 24,2022, I place an expedited order for bottom grillz. I paid over $2000 which included an expedited shipping fee to receive the product by April 28, 2022. The item was not received on time and I was proved multiple updated delivery dates, the final being June 14, 2022. It is 4/12/2023 and the organization has blocked my email address and phone number but still has not provided me my product.

  Business Response

  Date: 05/10/2023

  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:04/10/2023

  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.

  Transaction started: 2/24/2022 -Paid $400 4/28/2022- Paid remaining $1920.84.Total amount paid: $2320.84 Order number# **** Order: 14kt Rose **** Grill, 6 bottom teeth. Si Diamonds x70 in both canine teeth.Complimentary upgrade: VS diamonds in both canine. 2 additional gold teeth thus total of 8 bottom teeth. Nature of dispute: its been literally a year with no actual progress. Only back and forth grill kits. Two FaceTimes with some person in LA to ********* kits. Conversation with ***** in GA that promised upgrade. Told no refunds. I have not received my original designer 6 set rose gold grill with Si diamonds since 4/2022. Nor have I received my upgraded 8 set rose gold grill with VS diamonds. Told multiple excuses from a fire or some other disaster at their warehouse caused delays. To we dont know where your grill is in the process. To promised upgrades by *****. To some phantom new order number #**** as of 4/3/2023.

  Business Response

  Date: 05/10/2023

  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:04/09/2023

  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 am writing to lodge a formal complaint against Grillz by Scotty. My experience with this company has been nothing but disappointing, frustrating, and unprofessional.Firstly, the customer service at ********************** is simply atrocious. Their staff is unresponsive, unhelpful, and rude. I had a difficult time getting any information about my order, and when I did finally get through to someone, they were dismissive and uninterested in my concerns.Secondly, my order was delayed by an unacceptable amount of time. I was promised a delivery date that was weeks later than what was originally stated, and when I called to inquire about the delay, I was met with more unhelpful and dismissive staff members.Thirdly, the lack of professionalism at Grillz by Scotty is astounding. They do not seem to have any commitment to deadlines and seem to have no concern for the impact their delays have on their customers. I was left waiting for my order for months without any updates or communication from the company.Overall, my experience with Grillz by Scotty has been a complete disaster. I made my initial payment in January 2022, set for completion by April 2022. They finally completed it without proper fitting in October and refused to accommodate for their diligence. I would not recommend this company to anyone. I urge the Better Business Bureau to investigate their practices and hold them accountable for their unprofessionalism and lack of commitment to their customers.

  Business Response

  Date: 05/10/2023

  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:03/30/2023

  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 paid in full on July 21, 2022 and I still don't have my grill. I was told at the time of purchase it would take no more than 6 weeks from start to finish and I am still waiting. I have asked for a refund and sent several emails text and phone calls and still nothing. I have been scammed, I asked for my contact and other information in order to file a lawsuit and they refuse to give me that as well. A one star rating is to much for this company if you are not a celebrity good luck on getting a finished product. I have been getting the run around ever since I paid ******* Horrible business never again and people say support black owned lol no no no.

  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?

  Customer Answer

  Date: 08/15/2023

   
  Complaint: 19874691
  
  I am rejecting this response because: I am not at all concerned with the amount of orders you have to fulfill.  Neither am I concerned with who all wants a product from you all. I am only concerned and disappointed in how I have been handled during this process. I was told it would take no more than 6 weeks to complete my order. As the customer I have been given the run around in more ways than one since I paid in full. The communication has been horrible and there has been one empty promise after another. I was tricked into thinking the process would be smooth and easy and since I paid in full it has been nothing short of a scam. You all are obviously not able to complete my request  so I feel like a refund would be the next step. Instead of pre written emails thanking me for my patience for waiting  60 plus weeks for something that I was told would take 6 weeks or less. This is ridiculous. My next step is to take legal action which is going to cost even more money. Support your own is what I promote but this is far from my own. At this point I am demanding a refund. You all are obviously unable to complete my order because if you were able to properly complete it I would have it by now. I sent my grill back in December to get diamonds and the design corrections done and I have yet to get my grill back ******* is what I would like not that rushed poor quality product. As for stated if they ship down in an effort to catch up ok but they post on social media daily getting even more orders and disappointing even more people. Any negative comment they delete. As if to say they don't want people knowing the truth. I want a refund not empty offers on other services you all offer. If you have done me wrong on this why would I want anything else from you all. The owner even posted a video one time giving a refund guarantee but that was quickly deleted. Refund PLEASE!!!
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:02/21/2023

  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 contacted *** about ordering a grill. I needed it no later than the 24th of February. I explained that when I spoke with ***. I came in to get molded and paid on January 11. I was told it shouldnt be a problem given the ***** day time period. I was then told after email after email that it will be ready by Feb 27th, 6-1/2 weeks after my initial contact. Even contacted *** about this issue and was given a nonchalant response and told only to contact the ** email. *** asked to have the grill ready before then and still no response to this day. They take your money, give you false promises, lack of any customer service, no real response when/if they do, and fully dont care. If I wouldve known it would ***********-1/2 weeks for a grill, I wouldve went elsewhere. This is not my first grill so the timeline given is bs.

  Business Response

  Date: 03/05/2023

  I TOTALLY understand your frustration
  
  Just to give you insight 
  We have over 300 orders that we work on at a time. We are a new business that is growing very quickly. So we are having to learn to adjust with the load of orders as we go. 
  
  We really do apologize for how long its taking. We truly value you as a customer, and We are going to make sure the quality is top notch.

  Customer Answer

  Date: 03/07/2023

   
  Complaint: 19445576
  
  I am rejecting this response because no communication has been made from your company to me since February 13. I have emailed and called and left messages. This I poor business ethic. I have 3 businesses and communication is key, especially when it comes to customer satisfaction. I feel you should, at the very least, fully refund the sum $1,663.19 to me for failure of goods not delivered upon time given. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 03/25/2023

  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?