Complaints

This profile includes complaints for Cheeky's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Cheeky

  155 Water St Brooklyn, NY 11201-1016

  
• 

  Cheeky

  35 Meadow St Brooklyn, NY 11206-1758

  

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:05/15/2025

  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 first got cheeky last year for my daughter I had no issue until I placed a completely new order aside from her for myself, they automatically sent a new set of different retainers with her mold never sent me a new mold, I reached out to customer service which is extremely difficult to contact despite them having a chat, they resolved the issue and sent me a mold, the only issue is this was the first and only time the mold was correct every other one I had received never fit me I didnt realize it until January so I just canceled my order out of frustration. This April I get charged for the annual subscription again, and I cancel it, I try reaching out to cheeky for my refund and I never get a respond it has been two weeks. I only ever get an automated email asking me to rate the customer service. I never realized how difficult it would be to get a simple respond of when my refund will come I canceled my order April 29, 2025 its not May 15, 2025 and I have still waiting on a response and a refund.

  Business Response

  Date: 05/15/2025

  Hi, 

   

  Please see attached, we did answer the customer and even followed up multiple times times with either cancellation options or to ask if they wanted to change plans. 

   

  Best,

  Team Cheeky 

• Initial Complaint

  Date:04/22/2025

  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 was charged $210.94 for a yearly subscription on 1/20/2025 which I did not want/authorize. I had to have the BBB make this company fulfill my original order in 2024! They responded that they cancelled my subscription but nothing about a refund so I reached out to my credit card company who put a stop on the payment. The cc company found out cheeky cancelled my subscription so they ceased their investigation. cheeky said they couldnt issue a refund bc the cc company was involved. And I still have zero refund of any money. Please help!

  Business Response

  Date: 04/22/2025

  Hi, 

   

  The customer signed up for a recurring night guard subscription and was billed for their renewal in January. 

  They had not reached out about cancelling or a refund until after the order was processed. The customer then disputed the charge so we are unable to issue a refund as their bank is now holding the funds and the resolution is out of our hands. 

   

  Best,

  Team Cheeky 

  Customer Answer

  Date: 05/13/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  hello, my cc company did not end up stopping payment bc cheeky said they had cancelled my order but i did NOT receive a refund at all.  can this issue be looked into again???
  thank you much & i am sorry i missed your message thank you, ********* ***** Sent from my iPhone 

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 05/13/2025

  Hi, 

   

  The bank decided to side with the company on the chargeback and there is no option to issue a refund. 

  The customer must reach out to their bank who is controlling the transfer of funds. 

   

  Best,

  Team Cheeky 

• Initial Complaint

  Date:04/17/2025

  Type:Delivery 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 had a subscription for four mouthguards that was subject to auto-renewal on February 27, 2025. I canceled my subscription within 12 hours after I received the emailed notification of auto-renewal and the $199.00 charge. Despite the immediate cancellation, I was informed that the mouthguard was, surprisingly, already in production (mouthguards tend to be delivered on an inconsistent schedule). I was told to reject delivery or return the mouthguard and I would get a refund. I returned the mouthguard, unopened and as instructed. **** tracking information (**** **** **** **** **** **) shows the item was delivered three weeks ago, on March 28th, to the front desk. Cheeky customer service has gone silent. They have not responded to my last several emails requesting an update and the money that was withdrawn from my account has not been refunded.

  Business Response

  Date: 04/17/2025

  Hi, 

  The customer return was received and the refund has been processed. Please allow up to 7 business days for it to be reflected. 

   

  Best,

  Team Cheeky 

  Customer Answer

  Date: 04/29/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  There is neither a posted or pending refund on my account. While they stated that it may take up to seven days, that is beyond the response time allowed in this system. Had this business actually processed the refund, as they have stated they did 5 days ago, the transaction would at least show pending on my account. I believe they say they have processed a refund but have not.

  Sincerely,

  
  **** *******
  
  
  
  
   
  

  Business Response

  Date: 05/30/2025

  Hi,

   

  Our customer service team is following up with the customer today to ensure the funds are received and the return is closed. 

   

  Best,

  Team Cheeky 

  Customer Answer

  Date: 06/02/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  **** *******
  
  
  
   
  
  

• Initial Complaint

  Date:04/05/2025

  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.

  1/5/2025 $96 The business committed to provide me with a set of night guards. The nature of this dispute is that I never received the night guard and when I asked to cancel my order, I was told that the return window had passed. Their accounts also confirm that they never sent me a night guard.

  Business Response

  Date: 04/05/2025

  Hi,

   

  Although the customer did request a refund outside of the return time frame and without sending the impression kit back we will still honor the request and issue a full refund. 

   

  Best,

  Team Cheeky 

• Initial Complaint

  Date:03/19/2025

  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 mouth guard 1/6/25. They took my payment but It is now 3/19/25 AND I STILL DON'T HAVE MY MOUTH GUARD. I asked NUMEROUS times for a refund. They declined. CHEEKY CS IS THE WORST I HAVE EVER ENCOUNTERED. By the sound of their responses it sounds to me like a BOT. A simple mouth guard order should not take 12 weeks and I am so infuriated with this company. There is no one to speak with live.

  Business Response

  Date: 03/19/2025

  Hi, we do apologize for the experience the customer has bene having. 

  Our records indicate that the night guard was shipped out but unfortunately it looks like **** misplaced the package in transit: (**** **************************)

  The customer imitated a chargeback and their bank has taken the funds so our system will not let us issue a refund until the bank resolves the issues. 

   

  Best,

  Team Cheeky 

  Customer Answer

  Date: 04/02/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The business did not resolve my complaint. I requested numerous times to credit my method of payment. They did not. Now I have to file with my ********** account and report FRAUD. Cheeky iss an unethical company taking advantage of their customers. I will never do business with them again, and I plan on lodging negative reviews about their company on all social media platforms.

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:03/17/2025

  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.

  Ordered a night guard from Cheeky and paid $111.57 USD total, including taxes.The impression kit ultimately did not work out for my mouth, so started the return process per Cheeky's instruction. The impression kit was returned. However, I only received $102 in refund. Upon follow up, Cheeky wrote that I need to contact the tax bureau myself to claim refund on the taxes. It should be Cheeky's role to claim taxes from the state, not mine. Cheeky still owes me $9.57. I am submitting a BBB complaint to claim a full refund.

  Business Response

  Date: 03/17/2025

  Hi, 

   

  Apologies for the confusion here. The full refund has been issues including the tax. 

  The tax was refunded separately as it had been remitted to the state. 

   

  Best,

  Team Cheeky 

• Initial Complaint

  Date:02/26/2025

  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 2/1/25 i purchased a kit so Cheeky could make me an upper and lower night gaurd. The kit was sent to address I am staying at and mailman didnt deliver and returned kit to cheeky. Cheeky said they were sending a replacement kit to my PO Box this kit never was sent to me and returned to sender in ********. I purchased the insurance o. This product. Cheeky will not return my money as no product received and insurance said this cheeky responsibility since no product received.

  Business Response

  Date: 02/26/2025

  Hi,

   

  The products is showing as delivered by *** (a not returned back to sender). Please see attached screenshot. 

  Additionally the customer is entitled to a full refund via the route insurance protection they purchased. They can claim the refund here *************************

   

  Best,

  Team Cheeky 

• Initial Complaint

  Date:02/17/2025

  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 paused auto order for the grind night guard in summer 2024. January 23 2025 they charged my card with a reoder. I reached out immediately and repaused/stopped auto orders again. And could not remove my credit card from their system.The only way to reach customer service is via email. It took several days before I received communication. They claimed that the product was already shipped. And said I could start a return process. Provided a link to start the process. But every other day, I tried the return process and it shows that the order is unfulfilled so I can't start the return process, yet this is the only process they keep telling me is available. Other than, rejecting the delivery upon arrival which I cannot do because our mail person puts packages on the porch or in the community mail box. Today, Feb 16, I checked my account and it shows the product was delivered. But no tracking info is provided and never received an email showing tracking. Not only that, I receive alerts from **** for upcoming mail/deliveries which I check daily to stay alerted for this package. Nothing. I believe this company has purposely used my account to reorder a product I had on pause. Instead of stopping the order immediately, they waited a few days to respond to my email and lied claiming the order has been shipped. That is close to a month ago now. An order from NY to ******** would not take this long. They tried to get me to let them keep a portion of the payment which I declined because i did not want the product and did not reorder. This company has stolen my money!!!!

  Business Response

  Date: 03/03/2025

  Hi, we tried to refund the customer in full but they had initiated a chargeback which prevents us from refunding the order. 

  The customer's bank has taken the funds for further investigation and we must wait for them to end the chargeback before we can issue a refund. 

   

  Best,

  Team Cheeky 

• Initial Complaint

  Date:01/24/2025

  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 am writing to express my dissatisfaction with the ongoing issues regarding my order for a mouth guard kit, placed on December 3, 2024. My order was delayed for several weeks, and while I have since received the kit, I am unable to return the impressions because no return label was included in the package.I have sent six separate emails to the Cheeky team, each time receiving the same automated response indicating my inquiry has been forwarded to the relevant department, but no one has followed up or provided any assistance.Given that I have been unable to resolve this issue for nearly two months and I have paid for a product that I have not received or been able to use, I request an immediate refund. Additionally, I want to cancel any future deliveries associated with my account as the customer service is poor and i cannot send my impressions. Thanks

  Business Response

  Date: 01/24/2025

  Hi

   

  I am sorry for the experience you have been having. 

  I can see a return label was emailed to you by our customer service team this week. I am going to go ahead and send another email with the label attached. 

  Please let us know if you need additional assistance. 

   

  Best,

  Team Cheeky 

• Initial Complaint

  Date:01/20/2025

  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 purchased a mouth guard from Cheeky (**************************************) on 10/19/24 for $138.00 After numerous attempts to contact them to obtain the status of the order, and them not being able to provide any answers, I begun asking for a refund.

  Business Response

  Date: 04/28/2025

  Hi!

  The night guard was delivered to the customer- please see tracking number: **************************

  We have also uploaded the latest correspondence with the customer. They needed to return the product for a refund as per our policy. 
  
  

   

  Best,

  Team Cheeky 

  Customer Answer

  Date: 05/07/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***** *******