Complaints

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:07/17/2025

  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 ordered custom grills for nearly $300 CAD and followed all instructions, including sending mold photos for approval. After waiting over two months, the company approved my mold, but after I shipped it back, they claimed it was unusable and asked me to pay again for new molds and shipping.I refused to pay more, requested a full refund, but they only refunded me 80% of my payment and kept all shipping costs, despite never starting production on my grill.Throughout this process, their communication was slow and unprofessional. They promised to make it right but failed to provide any resolution or explanation.Finally, They only refunded $170 CAD, keeping $120 CAD, citing a 20% cancellation fee plus shipping costs without any follow up or explanation.

  Business Response

  Date: 07/21/2025

  Thank you for bringing this matter to our attention. We apologize for any confusion or dissatisfaction the customer experienced throughout the ordering process.
  
  We were able to locate Order CGG-****** and reviewed the full communication history. This order was placed for a custom grill and involved multiple steps of coordination, including the mold approval process and the shipment of impression kits to the customer in *******
  
  Upon review, we found that:
  
  The initial mold photos were approved for mailing based on visual guidelines, but when physically received, the molds did not meet the required production quality standards due to structural issues.
  
  As stated in our policy (available on our website), we are only able to fully cancel and refund an order prior to molds being checked in. Once molds are received and inspected, labor and operational costs are incurred even if the order does not move forward into full production.
  
  The customer was informed that we would deduct a standard 20% cancellation fee in accordance with our terms and conditions, as well as any applicable shipping costs, since the impression kit had already been shipped internationally and received.
  
  The final refund amount issued was $170 CAD, which reflects the original amount minus the 20% processing/cancellation fee and international shipping charges already incurred.
  
  While we understand the customers frustration, we stand by our refund policy in this case. The refund was processed fairly and accurately per our established guidelines.
  
  We strive to provide clear communication throughout the process, and we regret if any messages came across as delayed or unclear. We always aim to improve in this area and appreciate the feedback.
  
  Sincerely,
  Custom Gold Grillz

• Initial Complaint

  Date:07/09/2025

  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.

  What started as an exciting purchase has turned into a cash and time ****. I ordered jewelry and custom grillz for a few top and bottom teeth. Initially, communication was great. The jewelry was sold out and refunded. I needed a smaller mold and one was shipped out quickly. The original molds were received on April 15, 2025. The next one was received May 14, 2025. It's basically been crickets since then. I have emailed, sent messages through the website and instagram pages, and even texted a number that was used to communicate early on. I just called the landline to store location in ** with no answer. Strangely, I'm still hoping that my grillz will arrive any day. I had hoped to have them by Summer and definitely by my birthday. It's not looking good. I really wish someone would get back to me. I've worked in custom clothing and know things can take time but communication really is key.

  Business Response

  Date: 07/21/2025

  Thank you for bringing this to our attention. We sincerely apologize for the frustration this customer has experienced and appreciate the opportunity to address the issue.
  After thoroughly searching our system using the name, address, email, and phone number provided in the complaint, we were unfortunately unable to locate any record of an order placed by a Kocayne ******. We also could not find any matching correspondence through our customer support channels, including our email system, order platform, and messaging services.
  Because we are unable to identify the order in question, we are currently unable to verify the purchase, check on its progress, or initiate a resolution.
  We kindly ask that the customer contact us directly at ********************************** with:
  The order number (if available)
  The full name and email address used at checkout
  Any receipt or proof of payment (e.g., transaction ID or screenshot)
  We are more than willing to look into this further and resolve the matter promptly once we can confirm the details of the purchase. Our goal is always to ensure our customers are taken care of, and we truly regret the lack of communication theyve experienced.
  Sincerely,
  Custom Gold Grillzhank you for bringing this to our attention. We sincerely apologize for the frustration this customer has experienced and appreciate the opportunity to address the issue.
  
  After thoroughly searching our system using the name, address, email, and phone number provided in the complaint, we were unfortunately unable to locate any record of an order placed by a Kocayne ******. We also could not find any matching correspondence through our customer support channels, including our email system, order platform, and messaging services.
  
  Because we are unable to identify the order in question, we are currently unable to verify the purchase, check on its progress, or initiate a resolution.
  
  We kindly ask that the customer contact us directly at ********************************** with:
  
  The order number (if available)
  
  The full name and email address used at checkout
  
  Any receipt or proof of payment (e.g., transaction ID or screenshot)
  
  We are more than willing to look into this further and resolve the matter promptly once we can confirm the details of the purchase. Our goal is always to ensure our customers are taken care of, and we truly regret the lack of communication theyve experienced.
  
  Sincerely,
  Custom Gold Grillz

• Initial Complaint

  Date:06/25/2025

  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.

  In March 2022 I bought a grill from the company for $452.49. On February 14, 2025 I contacted the company to get said grill refitted that was $70 fee. While doing that, I informed the company that my address had changed from 2022 and I needed to change it in the system. It got changed and the molds got sent to me March 4, 2025. I sent the molds back March 6, 2025 with the $452.49 10K gold grill inside to have it refitted. Come April 7, 2025 I get a delivery notification saying the $452.49 grill has been delivered. Upon looking, they have been delivered to the old address when I specifically changed the address before all of this. I spoke with the company who kept putting me on the back burner for weeks. They did not offer to make the same gold grill, but they did offer to give me a silver one. I did not accept that offer because that is not what I purchased. After going back-and-forth with them, they decided that they would remake my grill and include eight teeth instead of six. Mind you this had been going on since February 14th, 2025. Come June 19th 2025 they show me a grill they say is mine and already made but its six teeth when I was promised eight. I informed them of that they then had to go back to the drawing board again and said the delivery time would be two weeks out. Come June 24, 2025 they tell me the grill is made and for all the troubles they will include a tennis chain. They told me this twice. Now, June 25, 2025 they respond saying that the grill will be delivered June 28, 2025, but they werent able to include the tennis chain because of stock issues. But they added a $50 gift card. Which is really comical.

  Business Response

  Date: 07/02/2025

  Business Response to BBB Complaint Essence ******
  
  Thank you for the opportunity to respond. We sincerely apologize for the inconvenience and delays that Ms. ****** has experienced and we truly regret how this situation has unfolded.
  
  To clarify, the original order was placed in 2022, and in February 2025, Ms. ****** reached out to request a refitting of her original custom 10K gold grill. A refitting fee of $70 was paid on February 14, and she correctly informed us of her updated shipping address. However, due to an internal miscommunication, the return shipment was mistakenly sent to her previous address.
  
  We acknowledged the error, offered our apologies, and agreed to remake the grill to match the original specifications at no additional charge. Additionally, in good faith, we offered to upgrade the remake from 6 to 8 teeth and also promised a complimentary tennis chain to make up for the extended delay.
  
  During the remake process, there was a misstep on our end where the remake was initially completed with only 6 teeth. Once this was brought to our attention, we immediately began a new remake and assured Ms. ****** that we would expedite the process. That updated grill was completed and shipped to her correct, updated address on June 24, 2025. **** tracking confirms it was delivered shortly thereafter.
  
  Unfortunately, due to an unexpected inventory issue, we were unable to include the tennis chain as promised. As an alternative, we provided Ms. ****** with a $50 gift card, which she has since received and activated.
  
  We understand how frustrating this series of errors must have been, and we take full accountability for the delays and inconsistent communication. This situation does not reflect the standards we strive to uphold, and steps have already been taken internally to ensure future requests are handled with better care and clarity.
  
  At this point, the corrected 8-tooth grill has been completed and delivered, the gift card has been issued as compensation, and the original refitting fee was used toward the remake. While we cannot undo the frustrations caused, we hope this resolution reflects our sincere effort to make things right.
  
  Please let us know if any further assistance is needed.
  
  Sincerely,
  Custom Gold Grillz Support Team

• Initial Complaint

  Date:06/25/2025

  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.

  Ordered a top and bottom set of custom gold teeth or crowns on April 5th. The company shipped a mold kit to create the order as outlined within their confirmation which stated within two business days. The mold kit came with instructions on how to get a "good" mold and directions to send pictures via email or text to receive feedback that the mold was "good" prior to shipping. I was sent in was repeatedly told the mold wasn't good after following instructions, each time I was also sent slightly different instructions which contradicted what came with the mold kit. Due to failed attempts, I also needed a new mold kit because I only ended up with one good mold for the bottom set and still needed to do my top set to fulfill my order. I asked several times for a new mold kit or replied "yes" when asked if another was needed but communication was completely unacceptably untimely with replies days apart and often times repeating the same cycle. It came to a point this company no longer felt reputable, professional, or trustworthy so I asked for a refund on May 14th. I felt the request was ignored and filed a dispute on May 16th. They finally responded to my text May 18th agreeing to process refund after the dispute was filed. They misrepresented themselves in the dispute and provided tracking for the mold kit as if that was fulfillment of the order. Order confirmation is also misleading because it uses language for both custom and pre-made orders and tracking shows the order to be made instead of explicitly stating that the tracking is for the mold kit to create the product. I text them again May 29th to ask where my refund and they took until June 10th to send a reply to claim they tried but couldn't due to dispute. The dispute was closed due to them lying and I still don't have a refund. I replied on June 10th and sent at least three emails since and they have completely stopped responding. Also, they don't have a phone number that doesn't push through calls, scam!

  Business Response

  Date: 07/01/2025

  Business Response to BBB Complaint (****** ***** Order CGG-119087)
  
  Were very sorry for the frustration this customer has experienced and appreciate the opportunity to clarify the situation. We would like to share the full timeline and context regarding the order and the communication around the refund process.
  
  Order Background:
  Ms. ***** placed an order for a custom gold grill set (top and bottom) on April 5, 2025. As part of our process for all custom grill orders, a molding kit is shipped first so the customer can take accurate impressions of their teeth. This is clearly outlined in our order confirmation and product page.
  
  Communication and Mold Submissions:
  
  The customer initially struggled with the molding process. Our team responded promptly with specific feedback and updated instructions based on the photos provided.
  
  We offered additional resources, including instructional videos and tips, to help with the molding process.
  
  Our team also sent a courtesy replacement mold kit as requested to support her in completing both top and bottom impressions.
  
  On May 5, 2025, Ms. ***** requested a refund instead, citing ongoing difficulty with the process.
  
  Refund Process and Dispute Filing:
  
  On May 18, we confirmed we would honor the refund request, with deductions for shipping and mold kit usage per our policy.
  
  Unfortunately, a chargeback was filed shortly after the refund was initiated, which locked the transaction. We were then unable to process the refund as planned.
  
  When the dispute was closed, we attempted to resume the refund process, but this was delayed due to internal miscommunication, which we deeply regret.
  
  Clarification on Misrepresentation in the Dispute:
  
  The tracking information provided in the chargeback response was for the mold kit, not the final grill. This is standard in our process as the kit is the first step in a custom order.
  
  We agree that this could have been confusing and are reviewing how we present this to better align expectations moving forward.
  
  Resolution:
  
  We have since confirmed that $495 USD has now been refunded in full via the original payment method.
  
  We sincerely apologize for the delay and gaps in follow-up. This was not reflective of the standard we aim to uphold, and we are actively reviewing our customer support procedures to avoid similar issues in the future.
  
  We appreciate Ms. ****** patience and regret the inconvenience caused. Should she need further assistance or documentation of the refund, we are happy to provide that directly.
  

  Customer Answer

  Date: 07/02/2025

   
  Complaint: 23517600
  
  I am rejecting this response because the refund of $495 does not include the sales tax amount as shown in the breakdown attached to be $51.10. After months of going back and forth to get a refund and having my many attempts to communicate via text/ email since June 10th be ignored until I filed a BBB complaint, it's disheartening to see that the company still refuses to just do what's right and close this matter properly. The shipping fee being $24.99 seems very inflated but I won't negate that, however, for this company to state that "taxes are non-refundable as they are remitted directly to the state and not kept by us" in the attached email exchange is not only egregious but a blatant lie and another attempt to extort money from me. Furthermore, under California law, refunds must include the sales tax that was originally paid. Also, California Civil Code section 1723 also requires retail sellers to conspicuously display their return and refund policies, which I acknowledge from the order confirmation was clearly stated and justified the deduction of molding kits and the shipping fee. Please refund the sales tax amount as shown in the breakdown provided below to be $51.10 so we can all move on. 
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 07/02/2025

  Business Response to BBB Complaint ****** *****
  Complaint ID: ********
  
  Thank you for your continued feedback. We truly regret the ongoing frustration caused by this experience and appreciate the opportunity to clarify.
  
  As noted in our original response, we issued a refund of $495.00, which reflects the total order amount less the cost of shipping and non-refundable molding kits, in accordance with our published policy.
  
  Regarding the sales tax of $51.10, wed like to clarify that we do not retain any portion of sales tax collected during checkout. These funds are remitted directly to the appropriate state agency, and as such, we typically do not refund sales tax unless the entire transaction was voided or canceled before fulfillment began. However, we understand your concern and, in good faith, we are reviewing this further with our payment processor and tax remittance system to see if an exception can be made in this case.
  
  Were sorry again that this matter took longer than it should have to resolve and acknowledge that communication delays only added to your frustration. While our policy was followed, we never intended to make you feel ignored or unheard.
  
  We will follow up directly with you via email within the next 35 business days with a final update regarding the sales tax portion. We appreciate your patience and hope to resolve this fairly.
  
  Sincerely,
  Custom Gold Grillz Support Team

• Initial Complaint

  Date:06/25/2025

  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.

  On March 31, 2025, the shopping app Affirm assisted with the purchase of a piece of jewelry that is custom made and goes on your teeth called a GRILL. I ordered one from Custom Gold Grillz. This custom grill that I order is made out of 14KT Rose ***** I had ordered a specific style called a DEEP CUTZ Grill. Several weeks had gone by and I received the grill. I opened the box and it was literally one of the finest pieces of jewelry that I had ever seen. It was a very nicely crafted Grill. When the grill is shipped to the person who bought it the grill is delivered attached to a mold that matches the owner's teeth. The grill came on that mold. Unfortunately, I could not remove the grill from the mold. I have ordered two grillz before already and typically they pop off the mold with very a little wiggling and prying of the grill back and forth. I tried over and over to carefully remove the grill but it would not come off mold. Eventually, I started to notice that the grill was compromised. The grill started to have these splits and I knew there was trouble. I sent the grill back and said I can't get it off and during the process of trying to remove the grill it has been damaged. *** is trying to tell me that what I am seeing as damage is just part of the way the grill is cut and it CLEARLY is not because I - WITH MY OWN EYES - saw the grill give and watched the Rose **** curl. I have tried to call ***, I have explained everything to them, I have sent pics but they absolutely WILL NOT call me back and help me resolve the issue and they are trying to tell me that the cracks are normal. They are sending the grill back without even getting me on the phone or helping me solve the issue. I have dealt with multiple people through their texting service. They will text, but will not pick up the phone and call me and the grill is clearly compromised as a result of not being able to get the grill off the mold, which I feel is a mistake on their end.

  Business Response

  Date: 07/01/2025

  Thank you for the opportunity to respond. We truly value ***** as a returning customer and appreciate his acknowledgment of our craftsmanship and prior service.
  
  Summary of the Order and Issue:
  
  Mr. ******** placed a custom order for a 14KT rose gold *********** bottom grill on March 31, 2025. Once the product was completed, it was shipped and successfully delivered to the customer. Mr. ******** confirmed receipt and described the piece as one of the finest pieces of jewelry [he] had ever seen, praising its polish and overall craftsmanship.
  
  Shortly after, the customer reported difficulty removing the grill from the stone mold it was mounted on. Our team immediately provided guidance on how to safely remove the grill, which is typically secured with a light wax hold. Mr. ******** stated that during his attempt, he believed the grill was damaged and opted to send the item back to us for inspection.
  
  Investigation and Findings:
  
  Upon receipt, our jewelers carefully inspected the piece and found no cracks or structural damage. The markings noted by the customer were confirmed to be part of the *********** design a style that includes distinct, deep grooves between the teeth for a more defined look. This design can occasionally be mistaken for splits, especially when viewed while the grill is still on the mold.
  
  We confirmed that the grill was still securely attached to the mold using standard wax holds. Our team removed the grill without issue. The piece was then polished and prepared for return.
  
  Resolution and Communication:
  
  Throughout this process, we maintained ongoing communication with Mr. ******** via our SMS support channel. While we were unable to accommodate a live phone call due to high call volumes, our support team responded to all messages and provided updates promptly.
  
  After our final quality check, we communicated the results to the customer and offered to return the grill. Mr. ******** acknowledged our update and expressed his intent to send the piece for a secondary inspection, which we fully respect. He also reiterated his satisfaction with the design and mentioned future purchase plans.
  
  Conclusion:
  
  We understand how important it is for our customers to feel confident in both our product and service. We took this matter seriously, conducted a thorough inspection, and transparently shared our findings. Given the nature of custom grillz which are handcrafted to order and non-refundable per our policy we stand by our quality assurance process and the outcome of our internal review.
  
  That said, we remain committed to customer satisfaction and are happy to provide ongoing support should any issues arise in the future.

  Customer Answer

  Date: 07/03/2025

  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 for now. Custom Gold Grillz made more of an issue about the deep "cutz" than about what I told them (through texts) that I visually saw damaged on the front of the grill. They refused to call so that I could explain. It is impossible to find a resolution to a problem through texts. I never got the chance to tell them what happened because they simply would not call so that I could explain and their responses through texts was very frustrating. They stated that they are too busy to call, but they are certainly not too busy to text you. Custom Gold Grillz does not seem to have a department of quality control where certified inspections take place, so I have to trust that the damage that was done is fixed. As stated, I will have a secondary inspection of the grill. I know exactly the point that was damaged on the grill and that is the first place I will look. With all this said, if the problem is fixed then I'm very happy with their product. *** makes very nice grills. For a company that works with precious metal and stones, I think it would be great if they could step up their Quality Control and offer a lab certified inspection report in cases like this.  

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

• Initial Complaint

  Date:06/21/2025

  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.

  My name is ******* ***** my order number for this product is: Order No. CGG-******. I have made several attempts to get in touch with this company number one the product that I ordered are a bottom pair of goldteeth along with a top pair of gold teeth a total of 20 gold teeth 10 on top 10 on bottom. my teeth were delivered approximately the second week of April. And this company has a policy that if you do not let them know thatyou have an issue with the teeth in the first seven days youre basically on your own. I made several attempts in the first seven daysto let them know that the teeth did not fit incorrectly. I first alert them of this problem on the ninth or 10th of April 2025 It took them several hours to get back withme in regards to the matter, and they had unorthodox methods in trying to get me to attempt in order to get the teeth to fit my teeth. However, it did not work the teeth or go teeth were greatly undersized. After several attempts on my end along with a lot of evasive conversation on there and no resolved to this issue. For example, I would contact the customer service and they would take 3-4 hours to get back to me and they texted or emailed me, I would respond almost immediately. I have several text and emails along with screenshots and videos to support or bolster my complaint. I was charged $1485 and I feel as thoughthey never wanted to make the product right for me and this is a product that I had my heart set on to fit and to wear for quite some time now. I would like for them to either make this issue right and send out new mold kits and give me some type of affirmation that they will work with me until this situation orthis issue is made right. And I would really like to speak to somebody over the phone in regard to this matter versus sending dozens oftext messages, emails and screenshots along with videos. their customer service is really great when they are taking your money however, after your money is processed, you are forgotten

  Business Response

  Date: 07/02/2025

  **** you for the opportunity to respond.
  
  Were very sorry to hear that Mr. ***** was disappointed with his experience and we sincerely regret that the order did not meet his expectations. This order was for a full custom gold grill set10 top and 10 bottom teethand was delivered in April 2025. We understand that Mr. ***** reported a fitting issue shortly after receiving the product, and we did attempt to assist him through our standard refitting support process.
  
  As part of our service, we try to resolve most minor fitting concerns by walking the customer through safe adjustment techniques or evaluating new impressions if needed. We responded to Mr. ****** messages with instructions and follow-ups, though we acknowledge that the back-and-forth may have felt slow at times. We apologize if our response times caused any added frustration.
  
  Unfortunately, before we were able to complete the refitting process or confirm return details for a proper remake, a chargeback was filed with ******************** institution. This dispute has since been reviewed and resolved in the customers favor, with a full refund issued. As a result, the order is now considered closed on our end, and we are unable to provide additional replacements or services for this transaction.
  
  That said, we remain open to working with Mr. ***** in the future should he choose to place another order. We truly wish things had gone more smoothly and thank him for sharing his concerns.
  
  Sincerely,
  Custom Gold Grillz Support Team
  

• Initial Complaint

  Date:06/14/2025

  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 purchased a ***** recently they sent me two mold kits. The instructions says once you done your mold send them a message with a picture of the molds to continue the next step. They never message me back after I sent the pictures of the molds. I then emailed them multiple times before they finally messaged back asking for my order number I sent it didnt hear anything back for from them. Since then Ive messaged them multiple times threw email.Instagram and text still no reply this company is taking people money sending them mold kits and then not responding after.

  Business Response

  Date: 06/16/2025

  Hi BBB,
  
  Thank you for the opportunity to respond to this complaint. First and foremost, we sincerely apologize to the customer for the delay in our responses. Due to a recent surge in inquiries, our response times have been slower than usual, and we understand how frustrating this can be.
  
  We were able to locate the customer's order and responded to them today to ensure they are properly assisted. Weve confirmed that their mold photos were received, and weve provided the next steps to proceed with production. We are also monitoring the order closely to make sure there are no further delays in communication or fulfillment.
  
  We take customer satisfaction very seriously and are committed to making this right.
  
  Sincerely,
  Custom Gold Grillz Customer Support Team

• Initial Complaint

  Date:06/14/2025

  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 ordered a custom grill for $635.00. A couple days later from the order date I received a mold kit. I never sent in the mold because I was no longer interested in having a grill made. I been calling, emailing the company almost everyday for a refund but no one is responding to the calls and emails. I also been sending messages to there social media accounts and still no response. Since I do still have the mold kit, its fine for them to deduct the cost of that from the refund amount I been trying to get my money back for weeks.

  Business Response

  Date: 06/16/2025

  To whom it may concern. 
  
  We sincerely apologize to Ms. ******** for the delay in response and any frustration caused. We understand how important it is to feel supported when requesting a cancellation, and we take full accountability for the lack of timely follow-up.
  
  Ms. ******** placed her order on May 30, 2025, and received the molding kit shortly thereafter. On June 3, she informed us that she was no longer interested in proceeding with the custom grill and requested a refund. Since that time, she followed up multiple times through email, phone, and our contact form. Unfortunately, her messages were not addressed promptly, which was a failure on our part.
  
  As of June 17, 2025, we have issued a refund for the full order amount minus the cost of the molding kit, as the kit was delivered and not returned. The refund was processed to the original payment method, and a confirmation has been sent directly to the customer.
  
  We regret the inconvenience caused by the delayed communication and appreciate Ms. ******** patience throughout the process. Our team is reviewing internal workflows to ensure similar requests are acknowledged and resolved in a more timely manner moving forward.
  
  Please let us know if any further action is required.
  
  Sincerely,
  Custom Gold Grillz Support Team

• Initial Complaint

  Date:06/11/2025

  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.

  On April 29, 2025, I placed an order with Custom Gold Grillz (also known as ****************) for a two-piece custom gold grill, totaling $405. The charge was processed through my ***** account. Shortly after, I received and returned the mold kit as instructed. My tracking showed the mold was delivered back to them.They confirmed receipt and told me the grill would be produced and shipped. However, nearly 3 months have passed, and I have not received the finished product. My multiple attempts to reach out via text, email, and DMs have been completely ignored, even though the messages show as read. Ive since filed a dispute through Chime.Despite being unresponsive to me, the business continues to actively post on social media and advertise to new customers, which leads me to believe I am not alone in experiencing this issue. A quick look at comments shows other customers are having similar complaints products not delivered, messages ignored, and poor customer service.I feel that Ive been scammed or deceived by this company. I am requesting a full refund of $405, or the immediate delivery of the product I paid for. I also request the BBB investigate this business for repeated customer complaints and lack of *********************** Info:Custom Gold Grillz (aka ****************)Owner/CEO: ****** LeeBased in: *************, **********

  Business Response

  Date: 06/16/2025

  Response to BBB Complaint **** ******* ******* (Order #CGG-120621)
  
  We sincerely apologize to Mr. ******* for the delay and the lack of timely updates on his order. We understand how frustrating this experience has been, and we take full accountability for the communication breakdown.
  
  Mr. ******* placed his order on April 29, 2025, and his molds were received and approved by our team in early May. While our standard estimate for basic gold sets is typically ************************************************************************************************* our lab. This also impacted our ability to provide consistent communication during that time, which we acknowledge was unacceptable.
  
  Mr. ******* reached out multiple times via direct message and eventually received a response confirming that his order was in queue and being monitored. We appreciate his patience and willingness to continue engaging with our team despite the delays.
  
  Were pleased to confirm that his grillz were completed and shipped on June 11, 2025, via ****. Tracking number: **********************. Our team has followed up directly with this tracking information to ensure successful delivery.
  
  We regret the inconvenience this has caused and appreciate Mr. ******* continued patience throughout the process. Internally, we are taking steps to improve communication consistency and better manage production queues to prevent similar issues in the future.
  
  Please let us know if any further action is required.
  
  Sincerely,
  Custom Gold Grillz Support Team

  Customer Answer

  Date: 06/17/2025

   
  Complaint: 23456885
  
  While I appreciate that Custom Gold Grillz finally responded and shipped my order, I am not satisfied with the resolution. The grillz I received do not fit properly, are uncomfortable, and are not wearable. Despite following their mold process correctly, the product does not sit properly in my mouth and feels like a poor fit. Even worse, wearing the grillz chipped one of my teeth, which raises serious concerns about the safety and craftsmanship of their product.
  
  
  In addition to the product issue, the overall experience was unprofessional:
  
  
  There were major delays, far beyond their 23 week estimate
  Their advertised 24/7 customer service was unresponsive, and I only got a reply after calling them out publicly on social media
  I had to reach out multiple times just to get basic updates
  I saw numerous public complaints from other customers with similar or worse experiences
  
  
  
  
  I gave the company multiple chances to do the right thing, but they failed to deliver a product that is usable or safe. I am requesting a full refund due to both the poor quality and the dental damage their product caused
  
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 06/25/2025

  Dear BBB,
  
  Were sorry to hear Mr. ******* is still dissatisfied and would like to address his concerns.
  
  The order was placed on April 29, 2025, for a custom sterling silver grill. Due to high volume at the time, production took longer than usual, but we kept the customer updated and ultimately fulfilled the order. We also included a complimentary tennis chain as a courtesy for the delay.
  
  The grill was made based on molds submitted by the customer. We did not receive any photos beforehand nor any report of fit issues or discomfort after delivery. This is the first time were hearing about the alleged dental damage, and we have no record of the customer reaching out about this concern prior to the complaint and chargeback.
  
  Regarding customer service, we acknowledge that delays in response occurred during our high-volume period, but we did follow through and delivered the order.
  
  Resolution:
  Due to the chargeback being filed and funds withdrawn, we are unable to proceed with any further resolution, including a refitting. Had this issue been raised earlier, we would have been happy to assist.

• Initial Complaint

  Date:06/10/2025

  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 set of 8 top 8 bottom 18k white gold grillz with 4 teeth being covered in vvs diamonds. After 1 year they started having black tarnish spots on them. I took them to a local jewlery shop who told me they are fake diamonds and that the grillz are not 18k gold. Buyer beware. I spent over ** on theses.

  Business Response

  Date: 06/16/2025

  To whom it may concern,
  
  Thank you for bringing this matter to our attention. We value all customer feedback and take any concerns about product quality very seriously.
  
  The customer placed an order for a fully custom 18k white gold grill with VS diamond settings. As with all of our high-end custom pieces, this order was handcrafted using solid gold materials and ethically sourced natural diamonds. Our quality control process includes thorough inspection and documentation, and we stand behind the authenticity of the materials used.
  
  That said, we understand how frustrating it can be to experience issues with a piece over time. Tarnishing can occur due to a variety of factors including pH balance, environmental exposure, or lack of regular maintenance. In our ongoing effort to support our customers, we have already extended a complimentary professional cleaning and inspection service to help restore the piece and assess any necessary adjustments.
  
  We remain committed to working with the customer and welcome them to take advantage of this free service so we can evaluate the grill in person and provide the best resolution possible.
  
  Please let us know if further documentation is required.
  
  Sincerely,
  Custom Gold Grillz Support Team

  Customer Answer

  Date: 06/16/2025

   
  Complaint: 23448562
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *******

  Customer Answer

  Date: 06/16/2025

  Ordered 18k white gold with 4 teeth having vvs diamonds. These things have black spots all over them now and I took them to a local jewlery shop who informed me they are NOT 18k white gold and the diamonds are not vvs diamonds. Buyer beware, don't get ripped off for 5k like I did. 

  Business Response

  Date: 06/16/2025

  To whom it may concern
  
  Thank you for the opportunity to address this matter.
  
  We are sorry to hear about the concerns raised by Mr. ******* and we want to clarify and assist to the best of our ability.
  
  Regarding order CGG-*****, the grillz were crafted in real 18K white gold and included genuine VVS diamonds, as reflected in the order details and invoice. Our products undergo quality control and are made using authentic materials, and we stand by the specifications provided at the time of purchase.
  
  That said, discoloration or black tarnish spots can occasionally occur on precious metals such as gold due to exposure to chemicals, environmental factors, or wear and tear over time. This does not indicate fake material but rather a need for cleaning or maintenance similar to other fine jewelry.
  
  If the customer has doubts, we encourage third-party testing at a certified jeweler or lab of their choice. We also offer professional cleaning and restoration services and would be happy to provide this at no charge as a one-time courtesy. If upon further inspection the piece shows any defect on our part, we are more than willing to address it appropriately.
  
  Weve reached out to Mr. ******* directly to offer a resolution and are awaiting his response. We genuinely appreciate his past business and hope to regain his trust.
  
  Sincerely,
  Custom Gold Grillz Customer Support Team
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 06/17/2025

   
  Complaint: 23448562
  
  I am rejecting this response because:

  This company has already stolen from me, I will not mail back these fake grills because of this. I live across the country(which they know) so obviously I won't be taking them to them.  I have alread taken the grillsbto Reeds where I was informed they are not solid 18k white gold and that the diamonds are not natural vvs like I ordered but fake lab grown diamonds.  I want a full refund of the almost $5,000 I payed for these. This company has alread ripped me off I shouldn't have to jump through hoops to get my money back. They should be ashamed of themselves. 
  
  Sincerely,
  
  **** *******