Business Profile

Dental Supplies

Cheeky

Complaints

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

Customer Complaints Summary

62 total complaints in the last 3 years.
22 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:04/05/2025
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,

***** *******
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,

***** ******

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