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:04/04/2023

  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.

  In December 2021 I was charged $219 for the renewal of an annual subscription. I contacted Cheeky via email telling them I did not want this renewal and to pause my account indefinitely- they refunded me and confirmed the pause of my account (no further payments to be taken)On March 20th 2022, Cheeky charged me $219 again for a subscription renewal. I immediately contacted them with screenshots of our December conversations and told them that I need an immediate refund and I need them to stop taking unauthorized payments from my account. They said they would reach out to accounting and let me know when my refund would be processed. I have waited 14 days sending several follow up emails which have resulted in no refund and no further information. I have asked to speak to someone on the phone but no number is provided. I have asked to speak with a manager or for them to escalate my issue, I get the same we are reaching out to accounting. Now I am not even getting responses. I need them to refund my $219 and I have requested that they delete my entire account because I do not trust them after this experience.

  Business Response

  Date: 04/04/2023

  Hi, 

   

  Apologies for the delay in issuing the refund. 

  The customer has been refunded in full and will be receiving email confirmation. 

   

  Best,

  Team Cheeky 

• Initial Complaint

  Date:04/03/2023

  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 attempted to cancel a recurring monthly subscription several times, both by phone and email. I have never received any contact back from Cheeky Fitness and months later, I'm still getting charged for t-shirts I don't want any longer. I canceled my debit card and got a new one last month and was charged again anyway. Make it stop! I can't afford to throw this money away!

  Business Response

  Date: 04/03/2023

  Hi, 

   

  The customer has the incorrect business as we are not Cheeky Fitness and have no customers associated with the email address listed. 

   

  Best,

  Team Cheeky 

• Initial Complaint

  Date:03/27/2023

  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 wanted to cancel a subscription that I was charged $169 for on November 21, 2021. I canceled it before they sent out the first delivery and I contacted the company to have my money refunded back to me since I no longer had a need for the subscription. I was promised that I would receive my refund once the company heard back from their accounting team. For months, it was crickets, I never received my refund nor did I receive the mouthguards I was charged for. I contacted the company on three separate occasions to rectify the matter and I was not allowed to speak to anyone but their customer service representative who was no help, she continued to make these false promises. Considering I never even received this product, this is literal theft and I am beyond frustrated with the situation. I just want a full refund of the $169.00 that was removed from my credit card.

  Business Response

  Date: 03/27/2023

  Hi, 

   

  The customer has been refunded in full for their subscription renewal. 

   

  Best,

  Team Cheeky 

• Initial Complaint

  Date:03/14/2023

  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 have never had an experience with a company like this before. On 1/19/23, I was charged $219 for new mouth guards. I reached out to Cheeky's customer service email. I had tried to cancel the day previously, but I was getting an error that said there was no account associated with my email. I received an email back from them that the order was cancelled and would be refunded. I reached back out again 1/30/23 inquiring about the refund as it had not come through to my account. I received a response that an additional team needed to look over and approve my request. I started a new email chain on 2/7/23 further inquiring about the refund. My partner went through this process at the exact same time and received their refund within less than 1 week, so I wanted to make sure there was nothing on my end that was holding up the processing. I was once again told that they need to submit the refund request to an additional team and that I would need to return the guards. There was no product to be returned. Reached out again 2/21/23 and received same generic response about awaiting response from accounting team. 2/28/21 reached out again. No respone. 3/6/23 emailed again, they responded about delays due to covid and they would reach out when my refund was processed. No one ever reaches out. It has now been almost 2 months and still have not received any updates or refund to my account.

  Business Response

  Date: 03/14/2023

  Hi, 

   

  We do apologize for the experience the customer has been having. 

  The customer was billed for their renewal as they signed up to a recurring night guard subscription. 

  A full refund has been issued for this renewal and we have removed the customers card info from his account. 

   

  Best,

  Team Cheeky 

  Customer Answer

  Date: 03/14/2023

  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:01/25/2023

  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 purchased an annual mouth guard subscription through Cheeky. Once I took the necessary imprints and sent them back in, an improper fitting, painful and useless mouth guard was delivered. I immediately returned it. In that time I had a consultation about my TMJ and it came to light that this product was not going to be what I needed for my condition. I emailed customer service asking for a refund, since I never received a usable product for the $206.50 I had paid. They directed me to cancel my subscription and that they would refer my case to the accounting department for review and refund. This process started on December 5, 2022. I waited patiently as I trusted this company would do me right. On January 10, 2023 I followed up on the status of my refund. I was not given an explanation and was told the *** followed up with the department. By January 15 I still had not received a refund and emailed again to follow up, and I was told it takes **** business days to process a refund. It has now been 8 business days since I last heard from this company. Given that I have now been attempting to get my money back for over a month I felt the need to involve the BBB. Attached are all emailed referenced above. Please help.

  Business Response

  Date: 01/25/2023

  Hi!

   

  We apologize for the experience the customer has been having. 

  I can see that we are waiting for the night guards to be returned to ** in order to issue a full refund as per our policy. 

   

  Best,

  Team Cheeky

  Customer Answer

  Date: 01/27/2023

  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]

   

   When the initial poor imprints were delivered, I was told to throw them away and wait a new impression kit  nobody in my direct contact with cheeky has told me to send anything back to them  if I send the impression kit back will I get my refund? I dont understand why the customer service rep Ive been in contact with didnt tell me this is what they were waiting on  

   

   

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

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

  Customer Answer

  Date: 02/23/2023

  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]they did not give me a full refund  they shorted me $30 and I emailed the rep directly to ask about it, was told she would follow up and since not heard anything  

   

  They are still holding my money and I need the full refund I am entitled to.  

   

   

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

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

  Business Response

  Date: 02/28/2023

  Hi!

   

  A full refund has been issued back to the customers payment method. 

  We are happy to provide proof if needed. 

   

  Best,

  Team Cheeky 

• Initial Complaint

  Date:01/12/2023

  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 initially subscribed to Cheeky's annual subscription (a new night guard every 3 months / 4 night guards annually) on November 26, 2021 Order #******. I loved cheeky so much that I purchased an annual subscription for my husband on May 21, 2022 Order #******. He received his first night guard June 29, 2022. He hated it, it rubbed against his gums/inner cheek and he felt like it was cutting his mouth. On July 1, 2022 we reached out to customer service and asked if maybe the night guard could be switched to the thinnest 1.5mm thickness. Cheeky agreed to make the changes and a new night guard was sent out for my husband. His new night guard arrived toward the end of July. Once it arrived the new night guard also did not fit well and he was unhappy with the fit as he felt it was still cutting the inside of his mouth. On July 28, 2022 we reached out to customer service to cancel my husbands annual subscription and ask for a refund or if possible have the remaining 3 night guards on his annual subscription that were unused be transferred to my subscription. We received a response from customer service that same day saying the 3 night guards from his subscription could be transferred to my subscription. We sent a follow up email to confirm that in addition to my 1 remaining night guard (which would ship in September 2022) I would now have 3 additional night guards transferred for a total of 4. **************** responded July 29, 2022 stating "Yes, please be adviced that *******'s account already have a total of 4 guards remaining. Also be advised that we already have your account unsubscribed." Come December 2022 I see a charge on my credit card Order #****** for $237.07 and I reach out to Customer telling them per the conversation in July I should have 3 night guards in my subscription that were transferred from my husbands subscription and my card should have never been charged. I asked for a refund of the $237.07. I have reached out weekly and have yet to get a refund.

  Business Response

  Date: 01/12/2023

  Hi, 

   

  We are terribly sorry for the confusion and delay in issuing the refund. 

  Transferring night guards from one subscription to another is something that we do not usually do, however we did make an exception for the customer. 

  It looks like there was some confusion on which order to refund and which subscription to keep active. 

  I have gone ahead and issued a full refund to the customer for the extra order. 

   

  Best,

  Team Cheeky 

• Initial Complaint

  Date:11/21/2022

  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.

  Like others, Cheeky charged me for a subscription renewal to which I did not subscribe. I first purchase a one year subscription in 2020. On November 22, 2021, they renewed me for a Hard/Soft/Upper/2.0 mm guard costing $169.00. I emailed them when I received the charge complaining that I did not subscribe for a second year and I wanted to make sure it did not happen again. Cheeky eventually responded and said they noted my cancellation request on my account. I thought that was the end of it, until this morning I received notification that they have charged $219.00 for a Hard/Upper/0.76 mm guard. I emailed customer service but have not heard back. I did not renew this subscription, never changed what type of guard (I noticed they changed it to up charge me) and a year ago I asked them to cancel it going forward. I would like a refund of this 2022 charge of $219.00.

  Business Response

  Date: 11/21/2022

  Hi,

   

  We apologize that the customer's subscription was renewed as it was listed as active in our system. 

  A full refund has been issued to the customer and will be reflected in their account within 5 business days. 

   

  Best,

  Team Cheeky 

• Initial Complaint

  Date:10/27/2022

  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 purchased a kit to make a mold for a night guard. It took 2 weeks to receive the kit and then I was told it would take over 2 more weeks to get the night guard. I was leaving out of the country and in desperate need (due to pain) of a night guard. My dentist was able to make one in 3 days so I had one made thru ****************. - original purchase date 8/3/22 -purchase price $188.78 - asked for refund and return label to ship back impression kit -shipped return 8/22/22 -I'm unable to review tacking info any longer and I didn't keep a copy - emails to Cheeky rep 9/26/22, 9/27/22, 9/28/22, 10/2/22, 10/6/22, 10/11/22, 10/15/22 all with a reply from ******* that they are looking in to this for me... - as of today I haven't received a refund

  Business Response

  Date: 10/28/2022

  Hi!

   

  The customer purchased a custom night guard and reached out to us to cancel after ordering. 

  We usually require the customer to return the product in order to claim a refund but the customer never returned the kit. 

  We will make an exception and issue a full refund to the customer. 

  The funds will be returned within 7 business days. 

   

  Best,

  Team Cheeky 

  Customer Answer

  Date: 11/22/2022

  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-
  
  The company Get Cheeky has not resolved the issue with a refund. I sent another message last week and the response was they are checking with their finance department. Since then I has still heard nothing nor have I received a credit to my credit card.
  
  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: 11/22/2022

  Hi, 

   

  The customer has been refunded in full and we have sent email confirmation as well. 

  Best,

  Team Cheeky 

  Customer Answer

  Date: 11/29/2022

  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:10/20/2022

  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.

  Similar to the other published complaints, I purchased a 1 year subscription in April 2021. I had problems with the fit of the device and after many phone calls to customer service found a fit that was acceptable. Overall I did not like the product and at one point last year, specifically asked for a cancellation and refund of the remaining subscription. Despite statements on the website stating you can cancel at any time, this request was denied. Now, without warning, today I was charged $219 for subscription renewal. I did not authorize this. I have tried to reach out to customer service as the other is still in an "unfulfilled" status and have not received a response. I simply want a full refund for the $219.

  Business Response

  Date: 10/20/2022

  Hi, 

   

  The customer was billed for their subscription renewal today. (Same day as compliant). 

  We have gone ahead and refunded the charge in full for the client. 

   

  Best,

  Team Cheeky 

• Initial Complaint

  Date:09/19/2022

  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.

  In short, Cheeky charged me for a renewed annual subscription in August which I was not notified of and did not consent to. They agreed to cancel the subscription and refund the full amount. Since then, I have been given the run around, no substantive updates, and they have thus far failed to refund me or provide any details on when they will return my money. Details and timeline below:On August 12, 2022 I received an email that Cheeky had auto-renewed me for another annual subscription. I was not given any notice that such a renewal would be happening. That same day I emailed Cheeky's customer support indicating that I had not approved the charge and asked for it to be cancelled. After some back and forth "******" from customer service indicated that they would cancel the charge. Two days later, on august 14, 2022, Cheeky charged me for the full amount - over $200. I waited a few days to see if a reversal would come through, but finally I emailed on the 19th to ask when it would be refunded. That same day ****** responded, apologized, and indicated she would speak with finance about expected date of refund and let me know. I did not hear back from ******. On August 30th, I emailed asking for a status update again. Once again, ****** responded almost immediately apologizing and promising to inquire with their finance team for an update. Once again, I heard nothing. On September 14, I emailed again, and received a nearly identical response as I had to the prior emails. I asked to be connected with a supervisor, or to escalate the matter, as it had been over a month since the original charge. I have not heard anything back.

  Business Response

  Date: 09/19/2022

  Hi!

   

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

  I have gone ahead and issued a full refund back to the payment method used. The customer will be receiving email confirmation momentarily. 

   

  Best,

  Team Cheeky