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:01/20/2025

  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 ordered a night guard on 12/23/24 and paid $134.26. After 4 week of not getting any type of response, not even a confirmation, I contacted the company to see what the status of my order was. All they wrote was that it was unfulfilled and there was no tracking number. Okay, so now what?? This companys customer service *****. They have no phone number to call, so you cant even talk to someone. Not sure what to do next. They basically ignore email inquiries or respond with an automated message.

  Business Response

  Date: 02/03/2025

  Hi, 

   

  Our records indicated that we responded to the customer on 01/21/25 and are still waiting on a response from them regarding the impressions to use. 

  We also fulfilled the most recent order with tracking (USPS) **************************
  
  

   

  Best,

  Team Cheeky 

• Initial Complaint

  Date:07/22/2024

  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 ordered a nightguard from Cheeky through ******* website for the purchase price of $110.07 including tax.As noted on their instructions, I requested another supply of molding materials since what was provided did not fill the trays to cover my teeth completely. It took several weeks before I got the replacement putty. After successfully making my nightguard molds, I sent them in May 18. I received an email saying that the new nightguards were delivered on May 28th but they were never delivered to my address. I have camera access to all deliveries along with picking up my *********** mail every day.Since May 28th I have requested a refund for the total dollar amount 5 times and I am told the same thing every time. That it has been sent to the accounting department that very day and that I would be receiving a confirmation email shortly. I have never gotten the confirmation emails nor the refund. Please help me get my money back from them, I nothing to show for over $100 and almost 5 months of trying to get a refund.

  Business Response

  Date: 07/22/2024

  Hi, 

   

  Our records indicate that the night guard was delivered according to the tracking information.

  USPS: **************************

   

  We are happy to issue a full refund as a courtesy, however the ******* platform will not allow a refund as it is past the return window. 

  We are in contact with them to override this as refund the customer. 

   

  Best,

  Team Cheeky 

  Customer Answer

  Date: 07/22/2024

  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:

  [Your Answer Here]

   I sent in the molds for my nightguard on May18th.  Since then, there have been 14 emails sent basically telling me the same thing - that they were working on my refund.  But to date, July 22, I still don't have the nightguard nor a refund.  I asked for a refund on May 30.  Well within the 90 days return period for ******* since I originally ordered them on March 23.  

   I am not confident that I am going to see any different response with this last statement. 

   

  ***********************************

   

   

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

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

  Business Response

  Date: 08/02/2024

  Hi, we will follow up on this and make sure it is sent out. 

   

  Best,

  Team Cheeky 

  Customer Answer

  Date: 08/05/2024

  Better Business Bureau:
  
  I have received a refund from ******* not Cheeky for the purchase in question (reference to complaint ID *********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***********************************
  
  
  
   
  
  

• Initial Complaint

  Date:07/08/2024

  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 first subscribed to their service in March of this year. I received the impression kit, which I completed and sent back. After not hearing anything for a couple of weeks, I got a new impression kit in the mail. I'd received no communication from them about any issues so was surprisedand had been expected the actual night guard. This has now happened three times and it's getting absurd, so I contacted them to cancel my subscription. They said I'd have to return my unused kit to do so. Since they gave me no way to do that, I asked for the address (which is never included and lengthens the turnaround time). I was then sent a link, which didn't work or lead to an address. I contacted them again and was told that since my account is more than 30 days old, I'm not eligible for a refund. This is in violation of their own policy which states the 30 day window is after receiving the product, which I never did. At this time I'm being charged for something I never received and what feels like a scam to just do endless impressions.

  Business Response

  Date: 07/08/2024

  Hi, 

   

  Apologies for the delay in getting your refund issued. 

  We have just sent you a return label via email to return the kit and will have your refund issued right away, 

   

  Best,

  Team Cheeky

  Customer Answer

  Date: 07/13/2024

  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:

  No email was sent/received by the company. I have checked my spam folder as well.

   

   

   

   

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

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

  Business Response

  Date: 10/18/2024

  Hi,

   

  Refund has been issued and email confirmation sent to customer. 

   

  Best,

  Team Cheeky 

  Customer Answer

  Date: 10/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that after over three months of intervention by the BBB this appalling, incompetent company finally did what they were supposed to do in the beginning. This is in no way "satisfactory," but at least is finally done. Burn in **** Cheeky. 
  
  Sincerely,
  
  ***** ******
  
  
  
   
  
  

• Initial Complaint

  Date:06/28/2024

  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.

  Cancelled order quickly after receiving impression kit on May ********************************************************************** box as the kit said it contained. Returned the kit and have NOT received a refund since May 27th. Have followed up and it's still has not been resolved. I want a full credit on my credit card as I followed all instructions They do not respond timely nor issue refund as promised.

  Business Response

  Date: 06/28/2024

  Hi, 

  We are very sorry for the experience the customer has been having. 

  The return label was sent via email to the customer once the impression kit delivered. 

  We'd be happy to issue a full refund but the customer submitted a chargeback so the system physically will not let us issue it anymore. 

  The customers bank is holding the funds and we will accept the chargeback. 

   

  Best,

  Team Cheeky 

• Initial Complaint

  Date:04/17/2024

  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 paid $139.30 for a cheeky mouth guard subscription on 12/20/2023. i have been emailing trying to figure out how to get my next mouth guard. No one has replied to any of my emails. I had to use ****** to find a working phone # and now i see these complaints. All i want is my next mouth guard that i paid for without the run around.

  Business Response

  Date: 04/17/2024

  Hi *********, 

   

  Thanks for reaching out!

  I can see that your guard is currently in production and is scheduled to ship out within the next 5 business days. 

  I can see that you were speaking with our agent ****** via customer support and she sent your guard to production. 

   

  Best,

  Team Cheeky 

• Initial Complaint

  Date:03/27/2024

  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 started a yearly subscription with cheeky in May 2022 with a 30% off of their annual fee totaling $153. I received the product I paid for over the year. The subscription automatically renewed in October 2023 for $219 and I did not receive any product or refund until being charged again in March 2024, six months later, for $219. Ive been charged twice within a year and didnt receive any product for 8 months. Ive emailed the company many times to refund the October charge and have not received a refund nor have I heard back after the last email I sent inquiring about the refund.

  Business Response

  Date: 03/28/2024

  Hi, 

  Thanks for reaching out!

  The customer was only billed once for their renewal on march 8th and their night guard was delivered according to the below tracking number: USPS **************************

  We'd be happy to initiate a return and refund the full amount. 

   

  Best,

  Team Cheeky 

  Customer Answer

  Date: 03/28/2024

  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:

  [Your Answer Here]

  I have been charged twice. Once in October and again in March. Your company stated I was refunded for the October billing however my bank has no record of a deposit or refund  from your company, only withdraws. I would like an actual refund of $219.00 into the same bank account that the company withdrew money from.

   

   

   

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

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

  Business Response

  Date: 04/01/2024

  Hi, 

   

  The customer was refunded $219 for order number ******* 

  The customer will. be receiving a new email confirmation of this momentarily. 

   

  Best,

  Team Cheeky 

• Initial Complaint

  Date:02/12/2024

  Type:Billing 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 an annual subscription with Cheeky which is supposed to send me a new mouthguard every three months. Since I renewed, the company has delayed my shipments by a month each time and now has converted my renewal to annual without sending the fourth guard I paid for. *** had to fight for my orders to be shipped every quarter and now theyre claiming they dont have to send the final guard. Its been a fight for a year to get them to fulfill their end of the subscription on time and now theyre trying to use these stall tactics to get out of their obligation. ******* was on April 13, 2023 for a new guard shipped every three months. The next shipment was Friday, August 18, one month late. After continuing to complain, the next one was sent in November. We are still waiting for the final one, but the next order says November of **** and that it was converted to an annual subscription. We have had to fight for every one of these to be shipped on time and now theyre actively trying to short us one guard. Each of the past two shipments were late and the company wasnt even going to ship the November one until December, according to an email with customer service on November 16 because theyd changed the date to December 13. The apologized on Thurs November 16 at 2:23 pm but have not fixed the issue.

  Business Response

  Date: 02/12/2024

  Hi

  We are terribly sorry for the experience the customer has been having. 

  We will make sure the final guard is rushed out to the customer this week as well as issue a $50 credit to their account for the inconvenience. 

  Best,

  Team Cheeky 

• Initial Complaint

  Date:11/29/2023

  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.

  I had a subscription that was supposed to renew on 11/30. With zero reminder or notification, Cheeky raised the price and then billed on 11/29 so I didn't have proper time to cancel my subscription.

  Business Response

  Date: 11/29/2023

  Hello,

  The order has been fully refunded and the customer was sent email confirmation of this. 

  Best,

  Team cheeky  

• Initial Complaint

  Date:10/25/2023

  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 purchased a mouthguard from Cheeky on January 5, 2023. I received the item the following mouth and tried it for the month of March, but the guard did not fit my teeth well. I returned the product in full accordance with Cheeky's return policy, and the business confirmed that they did receive the return of my mouthguard. I did not, however, receive the full refund that I was ***********. I have contacted the company consistently from April 2023 to the present in an attempt to get my refund paid back to me. The only information that I receive every time is: "I will reach out to the accounting team and check the status of your refund request. I will notify you once I hear back from them. Please wait while we process your refund request." I have now sent 9 total emails and have heard the same exact thing every time. There is no customer service phone number to call, and I have exhausted all options to recoup my money.

  Business Response

  Date: 10/25/2023

  Hi, 

  The customer was refunded in full. 

  Please see attached correspondence showing the refund processed on Shopify. 

   

  Best,

  Team Cheeky 

• Initial Complaint

  Date:09/25/2023

  Type:Sales and Advertising 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 paused my account with ********************** back in June which was verified by Cheekys customer service on 6/08/23. On 9/11/23 I received an invoice stating that a new order (#******) was processed and my bank account had been charged for $35.00. At this point there began emails back and forth stating that it was their error and a refund request was being processed. Unfortunately, that refund has not been made and they are no longer responding to my emails.

  Customer Answer

  Date: 09/25/2023

  Better Business Bureau:
  
  After informing the business that I had filed a complaint with BBB (complaint ID *********, they have issued the refund to my account and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *************************