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:08/25/2023

  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 paid $295 on 7-24-23 for a year subscription of upper and lower mouth guards. Prior to the purchase I could not apply the 30% off coupon code which would have brought the price within my budget, but **************** assured me they would apply the coupon after the fact. I still have not received a refund of the coupon amount, my guards are not fitting properly, one has cracked, and **************** is now ghosting me. I want to get a complete refund, as the quality of the product is very poor, and their service is non existent. I have canceled any future renewal of the subscription, but cannot get help for the refund.

  Business Response

  Date: 08/25/2023

  Hi, 

   

  We are very sorry for the experience the customer has been having and have gone ahead and issued a full refund. 

  Please allow up to 7 business days for it to be reflected back. 

   

  Best,

  Team Cheeky 

  Customer Answer

  Date: 08/28/2023

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

• Initial Complaint

  Date:05/31/2023

  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 3/26/23 I ordered a night guard from Cheeky for $113.75. Later that same day, I received an email issuing order # ******. I also received an email from "*****" with Cheeky customer service asking if I thought they should include a large tray (for holding the impression putty) with the standard medium size tray. I responded in the affirmative. When I received the order, there was no large tray. I was unable to create a good impression with either of the 2 trays that were included. Some may be my own fault - I probably should have made sure that more of the putty ended up in the back of the tray although I'm not sure it would have made much difference; the well-mixed putty never hardened. I was eventually able to contact ***** by phone. I told him that I thought the medium tray was too small. He sent me a new kit with a large tray. Unfortunately, it turned out that the large tray was too large to fit. On 5/22/23 I sent an email to Cheeky customer service explaining that the large tray would not work. I suggested we try the medium tray once again or figure out some other way to resolve the issue. To date, the only thing I have heard from Cheeky are emails asking me to rate their customer service.

  Business Response

  Date: 05/31/2023

  Hi, 

   

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

  I will go ahead and make sure both medium and smaller trays are rushed out today and tracking is emailed to the customer. 

   

  Best,

  Team Cheeky 

• Initial Complaint

  Date:05/09/2023

  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 signed up for a year plan for mouthguards through cheeky in 2021 and was happy with my initial year of guards. I was not aware that it would automatically renew for an additional year and did not receive any warning that I was going to be charged for the next year. I received a confirmation email on 3/7/23 for the additional year of mouth guards. I immediately contacted customer service as I was having some financial troubles and wanted to cancel the charge as soon as possible. The customer service representative said they would pause my account so I would not receive the additional mouth guards. I requested a refund of the amount charged ($315.65 after tax) and was told the request would be sent to the accounting team on 3/8/23. I still have not received a refund two months later. I have contacted the company six times over the past two months, each time receiving a response that they are short staffed and will check in with the accounting team and I don't hear anything else. Short staffed or not, they have held my money hostage long enough. Please assist me in getting refunded!

  Business Response

  Date: 05/09/2023

  Hi,

   

  The customer has been issued a full refund and will be receiving email confirmation momentarily. 

   

  Best,

  Team Cheeky 

• Initial Complaint

  Date:05/08/2023

  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.

  At the start of 2022 I paid $100 for a 1-year plan that included 4 night guards, shipped every 3 months. I received the first 3 night guards just fine in February, May, and August. In August I sent an email to change my address with Cheeky as we had just closed on a house and would be moving on September 3rd. They acknowledged this change of address at that time. In October, my last night guard of 2022 was shipped to the old address, according to emails from both Cheeky and the ***** Since my **** change of address was still active, I assumed it would be forwarded to me, but it was not. I promptly emailed Cheeky to alert them to their mistake.In January and and again in April, the same thing happened - they sent the night guard to my old address, despite my efforts to make sure they ONLY had my currebt address on file. I've now paid $125 for goods I've never received.On top of all of this, I had planned on not renewing my subscription with Cheeky for 2023, but they gave no chance to cancel before being charged for the new year. They also doubled the price for the one-year subscription (from $100 in 2022 to $219 in 2023) with no notification or chance to decide not to renew at the higher price.

  Business Response

  Date: 05/08/2023

  Hi, 

   

  We have sent two guards to the customer since Jan 2023. 

  The customer only reached out in May to let us know the address was incorrect and it had not been changed online. 

  We'd be happy to send free replacement guards to the customer or issue a refund for the remaining guards not sent. 

   

  Best,

  Team Cheeky 

  Customer Answer

  Date: 05/08/2023

  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:

  I changed my address with Cheeky in August of 2022, as seen in the attached screenshot. Their website didn't work when I attempted to change it through the website so I emailed them, and they acknowledged the change and it appeared in my account on the website.

  Also attached is a screenshot of the email I sent in January addressing the fact that I hadn't been alerted to the fact that my plan was automatically renewing and I had been charged over $200 without a chance to decide against it. They talked me into staying with Cheeky by offering me another year at a discount. That email also mentioned the issue of the change of address but it wasn't my main focus at the time.

  I received an email today that they will be issuing me a refund but it wasn't clear whether they're refunding me for the two night guards that were sent to the wrong address and I never received, or just the 2 that haven't gone out yet.

   

   

   

   

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

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

  Business Response

  Date: 05/08/2023

  Hi, 

   

  We have made an exception and refunded the customer in full, including the orders which were shipped out months ago. 

  The customer will be receiving email confirmation of this shortly. 

   

  Best,

  Team Cheeky 

  Customer Answer

  Date: 05/08/2023

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

• Initial Complaint

  Date:05/04/2023

  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.

  In June of 2022 I cancelled the automatic renewal for a yearly subscription and was told a refund of $295 was being processed. I have reached out multiple times inquiring about the refund that I have yet to receive. Many of my emails go unanswered, and the rare responses I do receive simply state that the accounting team was contacted and my refund is being processed. It is now May of 2023, and my refund has never come through.

  Business Response

  Date: 05/04/2023

  Hi, 

   

  Apologies for the delayed response. 

  The customer has been refunded in full and should have received email confirmation. 

   

  Best,

  Team Cheeky 

• Initial Complaint

  Date:04/20/2023

  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.

  Was charged $236.52 usd on 12/19/22 for an annual plan renewal despite having cancelled my plan previously. Reached out to customer service and was offered a discounted price to keep the plan. ****** and never received the discount, Was sent a night guard that was incorrect reached out and was promptly sent another which was also incorrect. Then asked for a full refund as I was not getting the product I wanted and was unsatisfied. Was offered another discount, refused and asked for full refund per their 100% satisfaction guarantee. Waited over 30 days and reached out again, told they were understaffed and would process it right away. Was asked to return the incorrect products, returned them immediately. I have exchanged over a dozen emails now over the course of about 5 months. I understand staffing issues causing delays but for a transaction that should take "5-7 business days" my patience has worn out.

  Business Response

  Date: 04/20/2023

  Hi, 

   

  The customer has been refunded for the order and has been charged the heavily discounted $100 promotion for an annual subscription. 

  If the customer would like a full refund they will need to return the product to as as per our return policy. 

   

  Best,

  Team Cheeky 

  Customer Answer

  Date: 04/20/2023

  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:

  [I returned the product with the shipping label provided on 4/6/23, please check the tracking it should have been delivered]

   

   

   

   

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

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

  Business Response

  Date: 04/20/2023

  Hello,

   

  The customer has been refunded in full for the order. 

   

  Best,

  Team Cheeky 

  Customer Answer

  Date: 04/21/2023

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

• Initial Complaint

  Date:04/14/2023

  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 tried the service and ended up not using the product. I was not planning on placing another order but was unknowingly enrolled in auto-subscribe and charged with no notice of upcoming renewal to be given the option to cancel. I contacted them as soon as I found out and they agreed to a refund. I have been contacting them monthly since Jan 2023 when I first contacted them and still have not received the promised refund; it is now April. The only response I get is they are awaiting a response from accounting and I will be notified when it is processed.

  Business Response

  Date: 04/14/2023

  Hi, 

   

  The customer was immidiatly refunded for the renewal and we have bank confirmation that the refund has been fully processed. 

  We are happy to provide evidence. 

   

  Best,

  Team Cheeky 

• Initial Complaint

  Date:04/12/2023

  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 signed up for a year subscription for four nightguards. They were all different with a terrible fit. In January I cancelled subscription, and they said they would take care of that for me. They then proceeded to charge me ****** after I cancelled. I reached out and requested a refund, and they told me it would be in my account within 7 business days. I have messaged them multiple times since then, and get the same response, and its now April, and still no refund! No product either. Its theft, and I want my money back. Its very clear that every time I email, I get a generated response, because it always says the same thing.

  Business Response

  Date: 04/12/2023

  Hi,

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

  We have gone ahead and refunded the order in full. The customer will be receiving email confirmation of this. 

   

  Best,

  Team Cheeky 

• Initial Complaint

  Date:04/04/2023

  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 had ordered a night guard and it didn't fit properly. The company offers to send you a new impression kit and to make you a new night guard free of charge. They sent the impression kit, I sent back my impressions and then they sent out a new night guard. Except they sent it to an old address, even though my address had been changed on file and I had also contacted them about my new address. I had contacted them and they said they would make a new one and send it to the correct address. Well on April 1, 2023 they decided to charge for $59 for my quarterly subscription (which I had skipped the month of April and pushed it to July). I have tried emailing them (since they don't have a phone number) and the only response I keep getting is "I am sorry this has happened, please be advised that I have coordinated this with the team." They shouldn't have charged me for my subscription when I skipped it and they messed up on their part and don't pay attention to someone's account. I have been fighting with them to get a refund but they won't do anything. Seems like automated emails I am getting back. This company is terrible and just wants to take your money.

  Business Response

  Date: 04/04/2023

  Hello, 

   

  The customer has been refunded in full and a free replacement has been sent. 

   

  Best,

  Team Cheeky 

  Customer Answer

  Date: 04/07/2023

  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]

   Finally got refund after arguing back and forth. But still waiting for replacement night guard. We will see if I ever get it. 

   

   

   

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

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

• Initial Complaint

  Date:04/04/2023

  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.

  Cheeky made an unauthorized order and posted a ****** dollar charge on my credit card on February 16th, 2023. I contacted them through e-mail, and they offered a 100-dollar plan to replace this order. I accepted their offer. However, I have not received any refund till today.

  Business Response

  Date: 04/04/2023

  Hi, 

   

  The customer has been refunded the difference for the promotion and will be receiving email confirmation. 

  Apologies for the delay. 

   

  Best,

  Team Cheeky 

  Customer Answer

  Date: 04/04/2023

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