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:09/14/2022

  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 placed an order for the yearly subscription where you get an initial nightguard and then a replacement every 3 months. Order # ****** for $135.01 on 11/13/2021. Everything was ok, until my first replacement in March 2022 was shipping . I was emailed **************************************. Cheeky emailed March 10, 2022 saying my replacement was being made and if I wanted to change anything. I stated if I could get a thinner one as my first one was a little thick. They stated on March 13,2022 they would change it. I then got an email March 13, 2022 stating "why are you leaving us". I emailed ****** back asking what is this? She stated don't worry it was an error. I then received an email March 14, 2022 saying that you for your order # ****** and charged me $235.98. I emailed ****** March 14 and 15, 2022 stating why was I charged for something I already paid for back in November 2021. She replied March 16, 2022 that she would inform the accounting ***** about the error. Emails were exchanged March, April and May. ****** saying sorry for the delay they were short staffed and working on it. April 9,2022 I received and email stating my order #*****. (first replacement) from the original order # ****** was being shipped. More emails exchanged and still the same reply sorry, I'll expedite it to accounting. **** 9, 2022 I received email that a replacement was shipping on order # ******. It was received (I'm guessing this was from the second subscription charged) Finally after not getting my refund I made a dispute with my bank in **** 2022 who ultimately said I need to reach out to Cheeky, because Cheeky stated I had already received 2 nightguards in the last 6 months. I emailed cheeky stating thatMarch to **** is not 6 months so there is no way I could have received 2 plus I was charged twice for the yearly subscription. I had ****** close my account for fear of being charged in error. Altogether I was charged $370.99. refund needed for $235.98

  Business Response

  Date: 09/14/2022

  Hi, 

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

  We have gone ahead and issued a full refund to the customer and should be reflected in their account within 5 business days. 

   

  Best,

  Team Cheeky 

  Customer Answer

  Date: 09/18/2022

  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:08/31/2022

  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.

  While I have been temporarily refunded, I received notification from my bank that Cheeky had disputed my claim that I did not receive product, which could result in them reversing my refund. Here's the back story:On July 1st of this year, I received an email from customer support confirming that my fourth and final night guard of my subscription was delivered. After realizing that it was sent to a previous address (which I no longer have access to), I replied to customer support. I explained the issue and they confirmed that they would set up a replacement order to be shipped to the correct address. That order was eventually delivered and received.From there, I received three separate notifications for new orders that were placed, with one being for $219, the cost of renewing an annual subscription. I immediately reached out to customer service, asking about the $219 charge. They assured me that this charge was done in error, and would be refunded in 7 to 10 business days.This was communicated to me on July 15th.For the next several weeks, I reached out to customer service, asking about the status of my refund. I was quoted the same turnaround time (which had now passed), along with apologies- they were short staffed. On August 2nd, the 12th business day, I again expressed my concern about the time in which it was taking to process my refund.I received the same answer for the delay, and at this point, I lost confidence in the business. This was the same day I reached out to **** of America to dispute the charge. I also faxed a portion of my communications with customer service. I am incredibly frustrated to hear that the business is stating that I received additional products, when they previous confirmed that the charge was accidental. I really liked the product, but I simply cannot trust that any future orders will be handled properly.

  Business Response

  Date: 09/01/2022

  Hi!

   

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

  I can see on my end that the customer has been refunded via the dispute and that we have accepted to the dispute on our end. 

  The case will be closed within 14 days and the customer will be receiving a full refund. 

   

  Best,

  Team Cheeky 

• Initial Complaint

  Date:08/31/2022

  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.

  I initially ordered an annual plan in December of 2021. I found the thicker guard uncomfortable and not quite fitting correctly, so I asked for the thinner option and to re-do my impressions. After sending in the new impressions I only received one correct order. Since then, every replacement has had issues from quality, incorrect type of guard, incorrect fit, missing pieces (only top sent), and long processing and shipping delays. Most recently I was supposed to receive a hard top/bottom set June 2022. I have since received a set that didnt fit at all, a soft top and bottom set, a soft top only piece, and a hard top only piece that also doesnt fit at all. Its now the end of August and I still have no replacement set, just a lengthy back and forth with customer service. Really wish I had done more research before purchasing as there are a multitude of bad reviews for cheeky and I see why! All I want is a correct set or a partial refund for the replacement sets I havent received and to cancel my subscription.

  Business Response

  Date: 08/31/2022

  Hi, 

   

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

  I can see that three different night guards and impression kits were sent out to the customer. 

  I Weill go ahead and process a full refund for the subscription. 

   

  Best,

  Team Cheeky 

  Customer Answer

  Date: 09/13/2022

  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:

  [Your Answer Here]

   

   I have not received any refund.

   

   

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

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

  Business Response

  Date: 09/16/2022

  Hi!

   

  The customer has been refunded and we have sent email confirm action with the refund transaction ID.

   

  Best,

  Team Cheeky 

• Initial Complaint

  Date:07/28/2022

  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.

  My experience with Cheeky has been a very frustrating, infuriating, long and drawn out process. I initially ordered on 12/13/21, which includes the impression kit and night guard. I sent my impressions in and received an email that they were received. My night guard never arrived and after contacting them, they said they were in production and will be sent within less than a week. Never received them and contacted them again and they said they are short staffed, but they will be made and sent out. I finally stated that if they didnt ship, to please cancel and refund, and suddenly they were being shipped that week. This was 3 MONTHS after I sent the impressions. They claim they mostly ship **** days after the impressions are received.Once I received it, it didnt fit properly (one side did and the other did not) and they had accidentally sent another impression kit in the beginning so I used that to send off my new impressions, along with the guard that didnt fit. I was assured that future guards would be made with the new impressions.4/5/22, a new guard was shipped and charged to my card which is shortly after the first one came. The first night guard was shipped so late, that it caused the subscription to already send the next one with the OLD impressions! Sent the guard back and and they put my account on hold until they figure out what is going on. I spent so much time waiting and after 6 months of time (ridiculous), have no night guard.On 06/2/22, I asked for a full refund of all charges from the beginning (initial kit with guard, plus the guard they automatically sent by mistake). Checked in multiple times about the request and was told they would check in with the team (every time). A month later, I got a refund for $63.58 (which was the guard they sent shortly after the first one finally came), but not for the initial guard and kit.I am still waiting on the refund of $74.67. I have been given the run around from this company for months.

  Business Response

  Date: 07/28/2022

  Hi!

   

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

  I have gone ahead and refunded the customer in full for all charges and they will be receiving email confirmation shortly. 

   

  Best,

  Team Cheeky