ComplaintsforCustom Gold Grillz

• Initial Complaint

  11/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a custom grill (for teeth) from Custom Gold Grillz. They send you two molds to mold your teeth. They ask that you take a picture or said molds for approval before mailing them back. They approved that the molds were good and had me send them in. I get my grills back and the top do not fit. They give me tips and tricks on how to fix it. It doesnt work so they send more molds to be refit. They once again approve the new molds I took of my teeth and say to send it with the grill to be remade. They receive the grill then tell me I have to pay $1950 to have them remade because they were made improperly the first time. What?? Please help!

  Business response

  11/06/2024

  Hi there,

  We sent the piece to Cx in great condition and was sitting on the stone mold when we sent it out but we got the piece back for the initial refitting and it was bent in a way that it might snap if we were to refit it and it looks like it no longer sits on the customers teeth well. We used the CXs molds to make the grill which were taken by the customer. Since the piece was no longer in the same condition of when we sent it out. We offered to remake it at a highly discounted rate from our retail cost to address the fitting issues they're having by remaking the piece.

  Customer response

  11/06/2024

   
  Complaint: 22519274
  
  I am rejecting this response because:

   

  The piece in no way was manipulated. The piece fits exactly into the mold made and sent with the grills. I was even told to try to manipulate the molds to make them fit before sending back. This is fraud. I cant believe it this. See attached images. They make you take your own molds then send them pics to approve. They said all molds were good and could be sent. Now theyre saying the grill was bent out of shape. Impossible because they told me how to try to reshape them myself to make them fit. I could not make them budge. Thats when they said to send back to be remade. I just want to make them right. They have never fit from day one, why am I being made to pay for them again??
  
  Sincerely,
  
  ******** ********

  Business response

  11/10/2024

  Hello again,

  We understand where CX is coming from and we wanted to rectify this issue as best we can. As a resolution for this issue, We'll remake the top set free of charge to address the fitting issues and as compensation for the issue, We'll also work on remaking the bottom grill for free as well. 

• Initial Complaint

  07/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I had ordered from their site on May 28th, 2024 and only received the "order" from the post office this afternoon and when I opened up the package their was only one of the 5 items I had ordered, ive tried to go through their live chat and calling them but had no success with them what so ever and they don't seem concerned that they completely messed up my order, I ordered a 14kt 30" Rope chain with a custom pendant but I only got the pendant with a 24" stainless steel chain and that's it, out of the 5 items I ordered I received one of them and a fake chain.

  Business response

  08/12/2024

  Hi There, 

  We've corresponded with the customer externally and have provided compensation in the form of a giftcard that's usable on our website and a reshipment of the solid gold chain missing from the initial package. 

  Customer response

  08/12/2024

   
  Complaint: 22062781
  
  I am rejecting this response because: I have received the replacement package and they sent me the wrong item once again !! 

  Now they want me to send the item they sent me back to them before they send me what I paid for, not once but twice they have sent me the wrong item and they want me to send back their mistake before sending what I ordered. 

  How does a company manage to do this twice I'm a row. 

  I feel disrespected as a customer 

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

• Initial Complaint

  06/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  May 3, 2024 was ordered no.CCG-107085 2 double caps Top left and right side White **** Diamond Dust 2 double caps Bottom Left and Right Side White **** Diamond Dust Item stated delivered on May 13, 2024 in a parcel box with the wrong zip code. I've yet have not received my purchased item. My building rental management helped looked for item in ALL parcel boxes. Nothing was put in as investigated.I've went to postal office that delivered in zip code area and stated it can't be found in mail drop delivery station. On numerous occasions I've sent text and emails stating the issue at hand. They responded by they have not heard anything from **** almost 3 weeks now. I've request to send another one, but at different address if possible. And they still have not responded back. I've been very patient and a lot of round around and calling to check if anything available come in. I get NO response from Company. I feel as they've taking my hard earn money and no being honest or at least help resent item to a different location. It's very bad as I read reviews similar to what I'm going through now. Taking people money when they trust a company to do the job and having it done professionally and not being carefully responsible.

• Initial Complaint

  05/21/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Paid for product and services never received. I request a refund on website because now these scammers aren't answering the phone or responding to my emails.

  Business response

  05/22/2024

  Hi there,

  We've addressed this concern with the customer by speaking to him over the phone. We've agreed to continue with the order provided that we ship out the finished item w/ a signature confirmation. 

   

   

  Customer response

  05/22/2024

   
  Complaint: 21741853
  
  I am rejecting this response because:

  I was told that another mold kit would be shipped expedited and require a signature like I paid for, as the mold kit that was shipped is currently saying delivered but not to me. I was also told that the finished product would be shipped with a signature requirement. Once I receive this replacement mold kit with signature I'll be satisfied with the outcome unless things change. As of this moment, I have no idea when a replacement mold kit will be provided to me. 
  
  Sincerely,
  
  ***************************
  
  Sincerely,
  
  ***************************

  Business response

  05/28/2024

  Hi there, We've sent the molding kits with signature confirmation. The molds has been tagged as delivered and was signed for by the customer today. We'll have the finished piece shipped out the same way to cx which will also require signature confirmation.

  Customer response

  05/30/2024

  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. The mold kit should arrive Friday May 31, 2024 for the final product to be made. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of transaction 2/27/2024 I paid $2350 to the company I was manipulated by a person I know to buy custom gold grills. After a month had passed I regret doing this. I contacted the business and they have poor communication and sent me the grills and told me I can not get a refund of any kind. The business has not tried to resolve the problem at all.

  Business response

  03/07/2024

  Thank you for bringing your concerns to our attention. We're sorry to hear about what happened with the customer but we are currently in contact with ************** and we are working towards a proper resolution.
  While our standard policy does not allow for refunds, we recognize the unique circumstances of your situation and have made an exception by offering to accept the return of your piece for scrap value which will be put towards a store credit wherein you can use to purchase from our website.
  We're currently waiting on the return shipment of the grillz and we're remaining in contact with ************** to assist her in this concern as best we can.
  At Custom Gold Grillz, we strive to provide exceptional customer service, and we strive to accomplish this for each customer at the best of our abilities. We value your feedback and will use it to improve our communication and processes moving forward.
  

  Customer response

  03/11/2024

  Being that the website is for male jewelry and the amount of money I spent on the grillz, I would rather a refund to my original payment method. I looked through all the jewelry you sell and there is nothing I would wear. 
  

   

  Complaint: 21387013
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Business response

  03/17/2024

  We understand your desire for a refund and we sincerely apologize for any inconvenience this situation may have caused.

  
  Upon reviewing your case, we would like to reiterate that our company policy clearly states that we do not accept returns on completed custom grillz. These pieces are crafted specifically to your individual specifications and cannot be resold or reused once they have been made. It's typically industry standard for custom jewelry that there are no refunds once a piece is made, especially for customized jewelry pieces made to someone else's molds and specifications.

  
  In consideration of your request, we went above and beyond our standard policy by offering you the option of returning the piece for scrap value, which would be applied towards a store credit that you can use for future purchases on our website. This offer was made in an effort to find a mutually acceptable resolution to the situation.

  
  While we understand your desire for a full refund, we hope you can appreciate that we have already made an exception to our policy in offering the store credit option. Unfortunately, we are unable to accommodate your request for a full refund at this time.

  
  We remain committed to providing exceptional customer service and we value your business. If you have any further questions or concerns, please do not hesitate to contact us.

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On Oct. 13 2023 I made a purchase of a grill. I was told it would take 3 weeks for me to receive my product. I had my wedding and my birthday that I ordered it for and it still is not here. I message and I get a response like you will receive it soon. I will let my team know. Just ridiculous. I paid 384$ for my product. I don't like being screwed around and just told whatever they think I want to hear. When I pay this much money I expect the date of production to be the date of production. I still have not received my grill and I either want my money back or my product. Thank you

• Initial Complaint

  06/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/19, I reached out to this business to create a grill for me. I was presented with a mock up of the grill and confirmed the design I wanted. I merchant then asked me if wanted I front or back bar. I asked what the difference and was not properly explained what it was. I made my decision based on the information they gave me and their knowledge. I did not receive another mock up of the design and the invoice stated the correct 6 solid golds. Once I received the item, it was not correct. I reach out to them and even the representative was confused about my order as well. They told me they will not refund me and I had to pay an extra ****** fix fix their mistake. Im being punished because I was not clearly told what I was ordering. I trusted them to provide with the correct information. Return the item because its not what I wanted. At this time, I have not been refunded nor have I heard anything from the merchant. They basically stole my money and they have prouduct with no resolution

  Business response

  06/14/2023

  This customer placed an order with us and did a last minute change for the style. The style was confirmed and explained to them, we have screenshots of our conversations to prove this. It is also well displayed on the website with photo references just in case. The customer did not request a secondary mockup as they wanted to get their last minute request in without delays. Per our refund policy, any custom items made are non-refundable. We are understanding of this situation but we have very clear policies in place regarding buyers remorse. We offered this customer a significant discount to redo their order made to their new specifications. The customer declined this as they feel they are not wrong, however they did double check and pay the original invoice. We've been in conversation up until this customer did a chargeback, in which we are now letting the banks handle this. In conclusion, we have made every effort to ensure transparent communication and confirmation at each step of the customer's order. We are always willing to work with our customers to address their concerns and find an agreeable solution.

  Customer response

  06/14/2023

   
  Complaint: 20171327
  
  I am rejecting this response because: I did not do a last minute change on what I wanted. We were discussing this in real time. So there was no last minute changes. I dont know why you would lie. You even tried to charge me more . Next you said I didnt request a 2nd mock up. You sent to this first one to me without me asking. This appeared to be appart of you business practice. Again, the customer is being punished for your poor customer service and you act as if you. Cant recrify the situation.Again, your policies and how you treat your customers is not transparent. I order was based on me asking you questions which obviously were no clear and concise. Again I have screenshots as well. You made the incorrect product and have the final. I have nothing. But Im out ******. On my form I says 6 golds with hearts. I did not receive that. I just ask you to refund or correct it he produce. 
  
  Sincerely,
  
  ***************************

  Business response

  06/16/2023

  The change was from front bar to back bar, this was the last request the customer put in before we started production. This is the main issue here. It seems we sent a mockup even without the customer asking, proving that we are in the best interest of the customer and try to be as helpful and visual as possible. Anyone can easily and quickly view our policies on our website, there's a dedicated section for this. We also have clearly labeled pictures showing the difference between back and front bars on the website as well. To re-iterate, the customer has inittiad a chargeback, and the funds are frozen from the bank. We cannot offer a refund per the chargeback, let alone our policies. 

  Customer response

  06/19/2023

   
  Complaint: 20171327
  
  I am rejecting this response because: again you are lying. I did not make a last minute change. We were discussing the details of the items in real time throughout Instagram before anything went into production and an invoice was sent. Again the information that I asked for was not clear and I made a based your expertise of what I wanted. I asked the difference. Is that the back bar was invisible! Again to me, that does not say I would only have The photos that you have were not of the same item so again as the customer how would I have known that is why I asked for clarification. I have never told I would get the two end caps and not a full bar. I have even reached out to other companies showed them photos and was never asked that question. I asked for the item to be remade correctly and I was told I had to pay ******. The original grill was sent back so Im out of money and no product. Per the complaints Ive seen this company are a bunch of scammers 
  
  Sincerely,
  
  ***************************

  Business response

  06/22/2023

  The bank has sided in our favor. We will be sending the customer their returned items back at no cost to the customer as a courtesy for this situation. We've tried to come to a solution that both parties are happy with, however with the steps the customer has taken, we are left with just having them accept it as is. We apologize for the inconvenience but hope the customer is understanding of the situation, our policies, and the decision of the bank. 

  Customer response

  06/22/2023

  
  Complaint: 20171327
  
  I am rejecting this response because:
  
  Affim only agreed because iI decided to drop it and go through my actual bank who is neutral. So once thats paid I will actually take it up with personal bank about the charges. You all are scammers and liars. As you lied about what i was receiving and you lied on this platform about what you did to refecity the situation. You arent doing me any favors send me back the incorrect item you sent me. Now Im left with the incorrect product and out of  380 for two golf caps. Again, once Affim is paid, I will follow up with my personal bank. This company is horrible and obviously Im not the only who feels that way. 
  
  

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

• Initial Complaint

  02/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made purchase for custom gold grills. When sent my final grill the product I received was nothing like the pictures. There were scratches, material is flimsy and cheap, it didnt fit properly. Custom Gold Grillz is a complete scam. They refused to give me a partial refund and said all sales are final. This is unacceptable. I wasted over $300 on this product. I was not given what I paid for and what was promised by the company.

  Business response

  02/28/2023

  We've tried to resolve amicably with the customer and have agreed to refund 50% of the grillz purchase and they may keep the grillz.  We've replied to their email and have also escalated this case as they have become irate and very vulgar in voice calls with our support team.  We always try to work with our customers when given the opportunity. Refund amount $95.

  Customer response

  03/02/2023

   $95 is not half the refund. $150 is half of $300. Thats not 50%. I havent yet received the refund. 

  Business response

  03/03/2023

  A refund has been issued for 50% of the grillz price, shipping is non-refundable. The grillz were $190 and we refunded 95. A confirmation emailhas been sent to customer and the funds should post back 2-3 business days.

• Initial Complaint

  10/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Company made the wrong product for me and they only refunded me a fraction of my money.

  Business response

  10/28/2022

  The customer was not happy with their piece even though it was made to their specifications.  The customer got their order delivered and never contacted us.  We got their returned customer item (per our site there are not refunds on completed orders).  We reached out to them and they were asking for a refund.  We offered what resolutions were available and the customer accepted a refund for the scrap value of their item which was $90.  We only refunded what the customer agreed to.  We made an exception to our policies in order to find an amicable solution for us both. 

  Customer response

  10/30/2022

   
  Complaint: 18232390
  
  I am rejecting this response because: the business states in their message that the piece was made to my exact specifications however that is not true, the piece was in accurately made to my specifications hence the reason I requested a return on the item.  (I also have a text message saved from them stating that they acknowledge making an error on my item)however they informed me after I shipped it back to them that they do not offer returns and can only give me a partial return.  I reached out to the customer support numerous times and heard nothing back until after the piece had been made. Why am I responsible for the error and losing out on money when this company made messed up the order in the first place And tell me I have to accept it?
  Sincerely,
  
  *************************

• Initial Complaint

  07/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased the product on 10/12/21 for ****** They were to provide me with gold that fit my teeth.Disputing because I never received my product I purchased.The business told me they didn't receive my molds but they'll keep an eye out. After going back and forth about this they told me to file a dispute with my bank on April 26th 2022, So I did. The problem with this is that the time to dispute the purchase has exceeded. They knew this and that's why they told me to file a dispute. So they could take my money. I trusted in good faith they would do the right thing but to no avail they didn't. I reached back out to them to see if they would reverse the charge but they said it's nothing they can do. Order number for this purchase is CGG-*****.

  Business response

  07/28/2022

  We take all claims very serious and do a throughout investigation.  The customer had contacted us with fitment issues in which we were happy to help them out.  Per our policies on custom fit items a customer has 7 days to contact us with any issues (defects or fitment) and we'll be happy to help.  We sent the customer mold kits which are needed for this process and they were to return the molds and custom item for adjustments.    The mold kits were sent 3/22/22 and we also provided a return label in which the customer never used and was never scanned by USPS.  The customer also didn't follow up with us until 4/22/22 in which we let them know the return label was never scanned which implied he never sent the item nor molds back (which is part of the process).  Now months later they are falsifying information to get a refund which they are not entitled to.  https://www.customgoldgrillz.com/pages/returns-and-refunds-policy Also, now its months later and they are asking for a refund months after the initial contact.  We directed them to file a dispute with the bank because, per our policies, we wouldn't issue a refund.  Not only do we not offer refunds on completed custom items, but the customer never sent the item back for adjustments and demanded their money back. Unfortunately, we've exhausted all options and since the customer never sent the item back, we cannot adjust something we don't have. 

  Customer response

  08/01/2022

   
  Complaint: 17634966
  
  I am rejecting this response because:
  I sent the items back for refittment. **** cant find my item. Which tells me it has became lost in shipment or the business is lying that they didnt receive it.
  Sincerely,
  
  *************************

  Business response

  08/03/2022

  Reiteration of what we previously responded.

   

  We take all claims very serious and do a throughout investigation.  The customer had contacted us with fitment issues in which we were happy to help them out.  Per our policies on custom fit items a customer has 7 days to contact us with any issues (defects or fitment) and we'll be happy to help.  We sent the customer mold kits which are needed for this process and they were to return the molds and custom item for adjustments.    The mold kits were sent 3/22/22 and we also provided a return label in which the customer never used and was never scanned by USPS.  The customer also didn't follow up with us until 4/22/22 in which we let them know the return label was never scanned which implied he never sent the item nor molds back (which is part of the process).  Now months later they are falsifying information to get a refund which they are not entitled to.  https://www.customgoldgrillz.com/pages/returns-and-refunds-policy Also, now its months later and they are asking for a refund months after the initial contact.  We directed them to file a dispute with the bank because, per our policies, we wouldn't issue a refund.  Not only do we not offer refunds on completed custom items, but the customer never sent the item back for adjustments and demanded their money back. Unfortunately, we've exhausted all options and since the customer never sent the item back, we cannot adjust something we don't have. 

   

  The customer never sent back the customer items for adjustments; tracking on the return labels never updated which would imply them never being used. 

  Customer response

  08/03/2022

   
  Complaint: 17634966
  
  I am rejecting this response because: Truthfully I returned the package in the same return box you sent me. And to be honest when I sent them back the first time they were never corrected. They were the exact same. If they had been fixed correctly the first time we wouldn't be in this situation. If it has gotten lost with in route or mailing, that is not my fault. I would think doing business with you guys would be fair. It seems you are not. I took a while to email you about my grill update because I know you are very busy and did not want to interrupt the process or make you upset. I was being very patient with you guys. For you all to do me this way is very upsetting. You stole money from me. And you tell me there's nothing you can do is a lie. At least you could do is give me half back. I understand the way of business. But yall are not being fair at all. I'm not even asking for all my money back just half because I know things happen but this is truly not my fault at all. 
  
  Sincerely,
  
  *************************

  Business response

  08/04/2022

  Return tracking didn't update for the alleged return nor did we ever get the return package back. Unfortunately, we've exhausted all our options to offer an amicable resolution. 

  Customer response

  08/05/2022

   
  Complaint: 17634966
  
  I am rejecting this response because: you have not used all resources. You can give a refund. You just choose not to. That's not good or honest business. Why would I go this far? I've ordered from you'll before. So I'm not out here trying to lie to get a refund. I just want to be treated fair.
  
  Sincerely,
  
  *************************

  Business response

  08/08/2022

  Unfortunately, a refund has never been an option. The customer has failed to send back the custom jewelry so we may adjust accordingly.  We sent molds and included a return box with prepaid label on it; the return label was never used.  We have no record of a return from the customer and therefore can't take any further action.  

  Customer response

  08/08/2022

   
  Complaint: 17634966
  
  I am rejecting this response because: I understand your policy but this shows you do not put the customer first. You guys have literally stole hundreds of dollars from me and I am left with nothing. This is not good business. I will not accept nothing you say unless we talk a refund. Again I'm being fair enough to ask for half back not even the full because obviously it seems **** has lost the package. Be a responsible company and do the right thing.
  
  Sincerely,
  
  *************************

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