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:06/06/2025

  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 was a customer of ************ for several years until I cancelled my account several months ago. I received a new shipment this morning and called ***************************** to inquire why I received another package and to let them know I am returning it. I found that not only my account had never been cancelled as agreed upon but ************ wants ME to pay for shipping back the product which I never ordered. This is unfair and this is my complaint. An ethical business would rectify their misunderstanding without penalizing the customer. I should not pay for the return of a product I never ordered.

  Business Response

  Date: 06/16/2025

  ***** *****
  ***********************
  *****************
  
  Date: 6/10/25
  
  Complaint ID: ********
  Account: ***** / **********
  
  Dear Ms. ******
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  We also appreciate your decision in January 2018 to purchase smileactives and take advantage of the benefits of a membership since then.  We regret to learn, after reviewing your account history, that your cancelation request received February 2, 2025, was incorrectly processed and the subscription was not cancelled at that time.  We would like to apologize for any inconvenience which resulted.  The subscription was cancelled as of June 1st.
  
  A full refund of $92.42 has now been issued for the unexpected shipment sent May 21, 2025.  As a token of our apology for the error regarding your original request to cancel, you are welcome to keep this shipment free of charge.
  
  Your smileactives account remains closed, with nothing further to be shipped or billed. Please rest assured that your experience has been reviewed and will be used to improve our service moving forward.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director

  Customer Answer

  Date: 06/18/2025

   
  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.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:06/03/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ************ is a **** ************ is a SCAM. They enroll you in a subscription and then when you cancel they keep charging you!!!! Then I cancelled my credit card so they couldnt and they are harassing me by mail and email. Terrible awful company

  Business Response

  Date: 06/05/2025

  ******* *******
  *************************************************
  
  Date: 6/5/25
  
  Complaint ID: ********
  Account: ******
  
  Dear Ms.*******,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.  We also regret the delay in responding to your complaint filed with the Better Business Bureau on May 18, 2025, as we only received this complaint on June 4, 2025.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives on July 7, 2024, with the purchase of a special Buy One Get One 30-day introductory kit offer. Your order was shipped on July 8, 2024, and billed in full at that time.
  
  We do make every effort to make the offers and promotions for smileactives as clear as possible on our websites, as well as by phone.  We do offer the ability to purchase smileactives products without automatic replenishments. However, customers who choose to place one-time orders are only offered our retail prices.  All the **** offers include a subscription.   If a customer chooses an offer that includes a ******************** subscription they are informed that they will receive full-size automatic shipments until they contact customer service to cancel or make changes to their membership.  The terms of any offer is provided online in several places before an order can be submitted.  We regret if you found the offer unclear in any way.
  
  On August 12, 2024, per the terms of your purchase, your 2nd shipment (a full-size 90-day replenishment kit)was sent as scheduled for a total cost of $89.69 to be billed in 3 installments over 31-day billing cycles. The first installment of $29.90 was billed at shipping; the 2nd and 3rd installments of $29.90 and $29.89 were billed as scheduled on September 12th and October 13, 2024,respectively.
  
  On November 8, 2024, your 3rd shipment (another 90-day replenishment kit) was sent as scheduled for a total cost of $89.69 to be billed in 3 installments over 31-day billing cycles. The first installment of $29.90 was billed at shipping leaving a balance of $59.79.
  
  On November 13, 2024, per your LiveChat request your subscription was cancelled.  Please be advised that while cancelling a subscription stops all future shipments, it does not cancel the balance due for orders already shipped prior to cancellation: they will continue to bill until paid in full or are returned for credit within the 60-Day Money-Back Guarantee.
  
  Since your 3rd shipment was not returned, the 2nd installment of $29.90 was billed as scheduled on December 9, 2024, leaving the final installment of $29.89 to be billed in January.
  
  When we attempted to bill the final installment of $29.89 as scheduled on January 9, 2025, the payment request was declined by your credit card.  The auto past due billing process was activated to send monthly notices advising of the balance.
  
  Your account does not reflect any calls received from the phone number provided with your order (and this complaint), nor any other contact received in reference to your account either before or since your cancellation request November 13, 2024.
  
  Although our records do not indicate that any returns have been received to present date, as a gesture of goodwill the remaining balance of $29.89 has been cleared.  Please consider any invoices received after the date of this correspondence to have crossed in the mail.
  
  Your smileactives account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director
  
  
  

  Customer Answer

  Date: 06/05/2025

   
  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.
  
  Sincerely,
  
  ******* *******

  Customer Answer

  Date: 06/12/2025

  The company said I didnt owe and they would stop harassing me. Smile Actives emailed me a threating final notice again today (6/12) and mailed me yet another bill. They already took $200 from my credit card. I thought this was resolved?

  Business Response

  Date: 06/26/2025

  ******* *******
  ****************************************************
  
  Date: 6/23/25
  
  Complaint ID: ********
  Account: ******
  
  ****************************** you for the opportunity to respond. 
  
  We apologize for any confusion caused by the final billing notice you received.  The auto past-due billing system had already generated monthly reminders of the balance on June 4th before we responded to your initial BBB complaint and cleared the balance. 
  Please ignore the billing notification.  You should not receive any additional reminders. 
  
  Rest assured your smileactives account remains closed with no balance remaining. 
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director
  
  
  

• Initial Complaint

  Date:05/12/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered product from Smileactives in January. It said I had 30 days to cancel and subscriptions. I contacted the company within the 30 days and cancelled the subscription. I even received an email stating it was cancelled. A little while later I received a charge on my credit card. I contacted customer service and their response was that even though I had cancelled it within the 30 days, it was already in their warehouse so they were shipping it anyway. If I wanted the subscription cancelled and my money back I would have to return the product when I received it. I waited until I received, took it to the post office and paid for shipping. I was refunded part of what I was charged because smileactives also charged me shipping. I was assured my subscription was cancelled and even when I used the chat it said my subscription was cancelled. 3 months later I have now received another charge. When I customer service, they said I had 2 subscriptions and when I asked why the previous representative had not mentioned that they said they didnt know. They also couldnt answer why 4 months later another subscription appeared after the original order was placed. If there were 2 separate subscriptions, why wasnt I sent 2 separate new orders after the first month, I was just sent one.This is fraud.

  Business Response

  Date: 05/20/2025

  ****** ******
  *********************************************************************
  
  Date: 5/19/25
  
  Complaint ID: ********
  Account: **********
  
  Dear Ms.******,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  Our records reflect that on January 4, 2025,you purchased two 30-day smileactives introductory kits online; each included a subscription.   On January 7th your initial order was shipped. One kit included the ********** Whitening Gels kit (qty 2); the second was a Whitening Powerhouse System with the Gel,Advanced Whitening Pens and ****** Control Toothpaste.  The total cost of the order was $97.71 which was billed in full when shipped to the credit card provided.
  
  On February 1st one of your subscriptions (the Power Whitening Gel kit qty 2) was cancelled via a Chat AutoBot request but the 2nd subscription remained active.
  
  On February 4th, your 2nd shipment (the 90-day Whitening Powerhouse replenishment kit tied to the remaining subscription was sent as scheduled for a total of $142.32 to be billed in 3 installments over 31-day billing cycles.  The 1st installments of $47.44 as billed at this time leaving a balance of $94.88.
  
  On February 9th we received you call regarding the billing.  You were informed of the shipment already in transit and the remaining balance.  Return instructions were provided. We regret to learn that you were informed incorrectly that your account was already fully cancelled; your 2nd subscription was not located nor canceled at that time and remained active.  We apologize for any inconvenience this might have caused.
  
  On February 20, 2025, your 2nd shipment was processed as returned at our facility, within the 60-Day Money Back Guarantee, at which time refunds totaling $35.47 were issued and the balance was cleared. Per the terms of our 60-Day Money-Back Guarantee, the $11.97 (s&h plus applicable state tax on that charge) was not refunded.
  
  On May 5, 2025, your 3rd shipment (a 90-day replenishment kit) was sent as scheduled for a total of $143.37 to be billed in 3 installments over 31-day billing cycles.  The 1st installments of $47.79 was billed at this time leaving a balance of $95.58.
  
  On May 6th, we received you call regarding the charge. The billing was explained, and you were informed of the shipment in route.  Your 2nd subscription was cancelled.  As a courtesy the remaining balance was cleared.
  
  As we strive to provide only the highest quality products and service, we regret to learn your experience with us did not meet that expectation.  Please rest assured, your customer service experience has been reviewed and will be used to improve our service going forward.
  
  A full refund of the May 5th payment ($47.79) for your 3rd shipment has now been issued.  Please allow 3 5 business days for the funds to post.  If you have not already returned your 3rd shipment you are welcome to keep it free of charge, as a token of our apology for the miscommunication regarding your account status in February.
  
  Your smileactives account remains closed,with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director

• Initial Complaint

  Date:03/17/2025

  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.

  Today (3/17/25) I received another auto bill on my credit card after speaking with a company representative after the last one and requesting a cancellation of this product and its auto charges.

  Business Response

  Date: 03/26/2025

  ******* ******
  ******************************************************************************************
  
  Date: 3/25/25
  Complaint ID: ********
  *****************
  
  Dear Ms.******,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives on December 11, 2024, with the purchase of a 30-day introductory Buy One Get One Free special offer.
  
  We make every effort to be forthcoming regarding our promotions and offers for smileactives via the website, TV infomercials, inbound sales phone line, print materials, product packaging, and billing.  As part of their initial purchase, customers selecting any of our special discounted introductory kit offers are informed they will receive automatic replenishment shipments until they contact customer service to cancel or make changes to their membership. 
  
  Your initial order, a 30-day introductory kit was sent December 11, 2024, for a total cost of $43.17 and billed in full to the credit card provided.
  
  On January 13, 2025, per the terms of your purchase, your 2nd shipment (a 90-day replenishment kit) was sent as scheduled for a total of $142.44 to be billed in 3 installments over 31-day billing cycles.  The 1st installment of $47.48 was charged at this time leaving a balance of $94.96.
  
  On February 13, 2025, the 2nd installment of $47.48 for your 2nd shipment was charged as scheduled leaving a balance of $47.48 to be billed in March.
  
  On February 19, 2024, we received your request to cancel your account, but our records reflect that you accepted an offer to postpone future shipments until October 11, 2025, instead.  Information was provided regarding the remaining balance pending for your 2nd shipment. Please be advised that even if your account had been cancelled at this time future shipments would have been stopped but cancelling a subscription does not cancel the balance due for orders already shipped prior to cancellation.  They will continue to bill until paid in full or are returned for credit within the 60-Day Money-Back Guarantee.
  
  On March 16, 2025, the 3rd and final installment of $47.48 for your 2nd shipment was charged. 
  
  Per your request your smileactivesaccount has now been cancelled.  Rest assured nothing further will be shipped or billed.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director

• Initial Complaint

  Date:03/17/2025

  Type:Billing 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.

  The company is continuing to charge me monthly payments and sending products despite my account being closed and they have on record multiple times that I have tried to delete my account.They state that it is part of my original order that I agreed to this, but I have zero records on my end of any agreement during the transaction.

  Business Response

  Date: 03/24/2025

  ****** ****
  550 PO Box
  ******, SD 57543
  
  Date: 3/24/25
  
  Complaint ID: ********
  *****************
  
  Dear Mr. ****************** you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records reflect that you enrolled online for automatic shipments of smileactiveson December 31, 2024, of a promotionally discounted offer of a Perfect White & Fresh System 30-day introductory kit, a 90-day supply of our Color Correcting Foam Rinse subscribe & save offer and a ProLite LED Teeth Whitening Kit.   Customers purchasing any of our special offers for a 30-day introductory kit or subscribe & save offers are informed they will receive full-size automatic replenishment shipments until they contact customer service to cancel or make changes to their membership.  The kit and Color Correcting Foam Rinse each included automatic replenishments resulting in two separate subscriptions.
  
  Your initial order of the 30-day introductory kit, the Color Correcting Foam Rinse and a ProLite LED Teeth Whitening Kit was sent December 31, 2024, for a total cost of $185.80 which was billed in full at that time to the ****** account provided.
  
  On January 8, 2025, we received your request to cancel your subscription, our records reflect that instead you accepted an offer to postpone the next shipment until June 20, 2025.  We regret to learn while review your account that this postponement was only applied to one of the subscriptions leaving the Perfect White & Fresh kit active.  We apologize for any inconvenience this caused.
  
  On January 30, 2025, per the terms of your purchase, your 2nd shipment (a 90-day Perfect White & Fresh System replenishment kit) was sent as scheduled (since it was not postponed) for a total of $187.80 to be billed in 3 installments over 31-day billing cycles.  The 1st installment of $62.60 was billed at this time leaving a balance of $125.20.
  
  Also on January 30th, your subscription was cancelled per your request.  Information was provided regarding your 2nd shipment.   Please be advised that while cancelling an account stops all future shipments, it does not cancel the balance due for orders already shipped prior to cancellation; they will continue to bill until paid in full or are returned for credit within the 60-Day Money-Back Guarantee.
  
  On March 1, 2025, the 2nd installment of $62.60 for your 2nd shipment was charged as scheduled leaving a balance of $62.60.
  
  As a gesture of goodwill and a token of our apology for the unexpected replenishment shipment sent January 30th because both subscriptions were not postponed, a full refund of $125.20 has been issued for your 2nd kit and the remaining balance of $62.20 has been cleared.  Feel free to keep the shipment if you have not already returned it.
  
  Rest assured your smileactives subscriptions are cancelled.  Nothing further will be shipped or billed.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director

  Customer Answer

  Date: 04/02/2025

   
  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.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:02/25/2025

  Type:Order 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.

  Transaction date: Jan 9th, 2025 Amount: $30.11 Note: They said they would charge me another $30.11 on Feb 8th again to 'pay in full' for a product I specifically told them I no longer want. I sent back the product and had a discussion with someone online about it as well. I do not have either of the products and they still chose to charge me. This is a scam.

  Business Response

  Date: 03/13/2025

  Inahlee *****
  ***************************************br> ***************
  
  Date: 3/13/25
  
  Complaint ID: ********
  Account: *********
  
  Dear Ms. ******************* you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives November 5, 2024, with the purchase of a 30-day introductory kit.
  
  We make every effort to be forthcoming regarding our promotions and offers for smileactives via the website, TV infomercials, inbound sales phone line, print materials, product packaging and billing.  Customers enrolling in the ******************** member program with the purchase of a special offer for a 30-day introductory kit are informed they will receive full-size automatic replenishment shipments until they contact customer service to cancel or make changes to their membership.   The information regarding the automatic shipments is also provided in the online shopping cart before any personal information is entered, again before an order is submitted and also included in the order confirmation email.   We regret if you found the offer unclear in any way.
  
  On November 6, 2024, your initial order (a 30-day introductory kit) was sent for a total of $26.89 and billed in full at the time of shipping to the credit card provided.
  
  On December 6, 2024, per the terms of your purchase, your 2nd shipment (a full-size 90-day replenishment kit) was sent as schedule for a total cost of $90.33 to be billed in 3 installments over 31-day billing cycles.  The first installment of $30.11 was charged at this time leaving a balance of $60.22.  
  
  On December 18, 2024, your account was cancelled per your request.  An email confirming the cancellation and advising of the remaining balance was sent December 20th to the email address on file. Please be advised that while cancelling an account stops all future shipments, it does not cancel the balance due for orders already shipped prior to cancellation; they will continue to bill until paid in full or returned for credit within the 60-Day Money-Back Guarantee.
  
  On January ******, the 2nd installment for your 2nd shipment in the amount of $30.11 was charged as scheduled leaving a balance of $30.11.
  
  On January *******, your 1st shipment was processed as return at our facility at which time a refund of $26.89 was issued.
  
  On February ******, the 3rd and final installment for your 2nd shipment in the amount of $30.11 was charged as scheduled.
  
  On February *******, we received your inquiry regarding a refund for the 2nd shipment. Although the *** had expired for that replenishment kit and your account only reflected a return received for your 1st order, as a courtesy refunds were issued totaling $90.33.
  
  Your smileactives account remains closed with nothing further will be shipped or billed.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director

• Initial Complaint

  Date:02/25/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We paid the bill $1***** and they keep sending me invoices saying I owe them money. Ive attached the cleared check for $128 that was cleared on 12nine 2024.Their statement reads we have attempted to contact you multiple times regarding this past due balance and your your smiles activities account. This is your final notice.Please pay $1 ***** immediately weve paid this bill and Im tired of getting bullied by them. We want the account canceled and our account cleared plus anything that was sent to the credit union I would like corrected.

  Business Response

  Date: 03/12/2025

  ***** ******
  ***************************************************************************************
  
  Date: 3/12/25
  
  Complaint ID: ********
  Account Number: ******
  
  Dear Mr. *******
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives on May 17, 2024.  Customers purchasing any of our special offers for a 30-day introductory kit are informed they will receive full-size automatic replenishment shipments until they contact customer service to cancel or make changes to their membership. 
  
  Your initial order of a 30-day introductory kit was sent May 20th for a total cost of $38.44 which was billed in full at that time to the ****** account provided.
  
  On June 19, 2024, per the terms of your purchase, your 2nd shipment (a 90-day replenishment kit) was sent as scheduled for a total of $128.50 to be billed in 3 installments over 31-day billing cycles.  The 1st installment of $42.84 was billed at this time: the 2nd and 3rd installments of $42.83 each were billed as scheduled on July 20th and August 20th respectively.
  
  On September 18, 2024, per the terms of your purchase, your 3rd shipment (another 90-day replenishment kit) began processing for delivery as scheduled for a total of $128.50 to be billed in 3 installments over 31-day billing cycles.  We received a payment authorization for the 1st installment of $42.84 from ****** at this time.
  
  On September 19, 2024, your subscription was cancelled per your request.  However, orders that have been processed for delivery at the time of cancelation cannot be prevented from shipping: they will be sent and will continue to bill until paid in full or returned for credit within the 60-Day Money-Back Guarantee.  Information was provided regarding your 3rd shipment.
  
  Also on September 19th, your 3rd shipment was sent.   We attempted to finalize the authorized payment of $42.84 for the 1st installment at this time, but the request was declined by ******. This left the full remaining balance of $128.50 as due and activated the past-due billing process to send monthly notices advising of this balance. 
  On September 23, 2024, ****** reversed the three previous payments totaling $128.50 for your 2nd shipment.While these chargebacks created credits in your favor with your financial institution, they restored the amount of $128.50 as due and payable.  At this time the auto past due billing process was activated to send additional monthly notices advising of these second balance.
  
  On November 8, 2024, we received your call regarding the billing notices; the balances were explained.
  
  On December 8, 2024, a payment of $128.50 (via check #****) was received and applied to the balance due for your 2nd shipment, the balance reinstated due to the chargebacks.  After this payment a balance of $128.50 still remained for the 3rd shipment.
  
  On February 25, 2025, we received your call regarding the continued billing notices.   You informed us that you did not receive a 3rd shipment.  We regret to learn that while our customer service agent was consulting with a supervisor the call was disconnected.  We apologize for any frustration this may have caused.   Although the 60-day MBG had expired for your  3rd shipment as a courtesy the remaining balance of $128.50 due for that shipment was cleared.
  
  Your smileactives account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director

• Initial Complaint

  Date:01/02/2025

  Type:Customer Service 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.

  See attached.

  Business Response

  Date: 01/21/2025

  *** ******
  *******************************************
  ***************
  
  Date: 1/20/2025
  
  Complaint ID: ********
  Account *************
  
  Dear Ms.******,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Please note that we did not receive your attachment regarding the details of your BBB complaint, so we are unable at this time to address them specifically.  What is included here is a summary of your account and all transactions per our records.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives on February 28, 2024, with the purchase of a 30-day introductory Buy One Get One Free special offer.
  
  We make every effort to be forthcoming regarding our promotions and offers for smileactivesvia the website, TV infomercials, inbound sales phone line, print materials,product packaging, and billing.  As part of their initial purchase, customers selecting an offer of a BOGO special are informed they will receive automatic replenishment shipments until they contact customer service to cancel or make changes to their membership.  This information is provided in several places on our website before and order can be submitted.
  
  Your initial order, a 30-day BOGO introductory kit was sent February 29, 2024, for a total cost of $26.81 and billed in full to the credit card provided.
  
  On March *******, per the terms of your purchase, your 2nd shipment (a 90-day replenishment kit) was sent as scheduled for a total of $90.10 to be billed in 3 installments over 31-day billing cycles.  The 1st installment of $30.03 was charged at this time leaving a balance of $60.07.
  
  On March 31, 2024, your account was cancelled per your LiveChat request. Information was provided regarding your 2nd shipment, the remaining balance and the available 60-day Money Back Guarantee.   Please be advised that while cancelling an account stops all future shipments, it does not cancel the balance due for orders already shipped prior to cancellation; they will continue to bill until paid in full or are returned for credit within the 60-Day Money-Back Guarantee.
  
  Since no returns were received, the 2nd and 3rd installments of $30.03 and $***** for your 2nd shipment were charged as scheduled on April 29tha and May 30th.
  
  On August 14, 2024, your financial institution reversed the 2nd and 3rd installments of $30.03 and ***** for your 2nd shipment.  While these chargebacks created a credit in your favor with your financial institution, it restored the amount of $60.07 as due and payable.  At this time the auto past due billing process was activated to send monthly notices advising of the balance.
  
  On December 31, 2024, we received your written correspondence stating you did not receive the 2nd shipment.   Although the 60-day Money Back Guarantee had expired for your 2nd shipment,after a review the remaining balance of $60.07 was cleared on January 10, 2025,as a gesture of goodwill and in exception to our advertised policy.
  
  
  Your smileactives account remains closed,with nothing further to be shipped or billed.  If this response did not address your concerns please send any additional concerns to the Better Business Bureau of ********, ** in the form of a Rebuttal to your complaint # ********.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director

• Initial Complaint

  Date:12/17/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Will not stop automatic renewal, keeps charging my credit card, ive emailed, chatted, and still keep sending and charging me.

  Business Response

  Date: 12/23/2024

  *** *******
  ************************************
  APT 203
  *********** 98178-3971
  
  Complaint ***********
  Account *************
  
  Dear Mr.*******,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records reflect that you enrolled online for automatic shipments of smileactivesJanuary 27, 2024, with the purchase of a promotional Buy One Get One 30-day introductory kit.  Customers who choose to purchase this offer are informed they will receive automatic shipments until they contact customer service to cancel or make changes to their membership.
  
  Your initial order, the 30-day introductory kit, was shipped January 29, 2024, for a total of $43.99 which was billed in full at this time to the credit card provided.
  
  On February 29, 2024, per the terms of your purchase, your 2nd shipment (a full-size 90-day replenishment kit)was sent as scheduled for a total cost of $145.13 to be billed in 3 installments over 31-day billing cycles. The first installment of $48.38 was charged at the time of shipping; the 2nd and 3rd installments of $48.37 and $48.38 were charged as scheduled March 31st and May 1st respectively.
  
  Three additional replenishment kits were shipped as scheduled approximately every three months until the most recent shipment on December 4, 2024.
  
  Your 5th shipment sent December 4th was as the previous ones a 90-day supply with a cost of $145.13 to be billed in 3 installments over 31-day billing cycles. The first installment of $48.38 was charged at the time of shipping leaving a balance of $96.83.
  
  On December 13, 2024, your account was cancelled per your Live Chat request.  Information was provided about your 5th shipment.  While cancelling an account stops all future shipments, it does not cancel the balance due for orders already shipped prior to cancellation; they will continue to bill until paid in full or are returned for credit within the 60-Day Money-Back Guarantee.
  
  Please be advised that our records do not reflect any calls received from the phone number provided with your order (and this complaint), nor any other contact received in reference to your account since your enrollment in January until December 13, 2024. Our website offers multiple options to contact us via email, phone, or chat: we regret if you experienced any difficulty contacting us via any of these channels, as they have been tested without issue.
  
  Although our records do not indicate that any returns have been received to present date, as a gesture of goodwill the remaining balance of $96.83 has been cleared.  Per your request, we have removed your contact information from our marketing database. We ask that you please allow 10 business days for this removal to take effect.  
  
  Your Crepe Erase account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director
  

• Initial Complaint

  Date:12/17/2024

  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 was looking at my credit card statement today and noticed a charge of $57.99 for a company called smileactives. I have never done any business with this company. I tried calling the phone number for customer service and got directed to a couple different areas with no resolution. They said they will call back within 72 hours. I kept telling them that I never ordered this product. They didn't even have my phone number in their system. I just want to make sure I am not going to keep getting billed for something I never ordered. I never joined their club or purchased their product, yet they are charging me. Please make sure nothing else gets charged to my account. Thank you. ***** *****

  Business Response

  Date: 12/23/2024

  ***** *****
  *********************************************************
  
  Date:12/20/2024
  
  Complaint ID: ********
  Account Number: *********

  
  Dear Mr. ******
  
  We regret to learn that you may have been on the receiving end of suspicious activity. Please understand that this was not within our control.  If you feel that your charge card has been compromised?and have not already done so, we?suggest?that you notify?your credit card company?of your concerns and request their assistance to dispute any unauthorized charges.  This is to ensure you are protected from any penalties or fees and that your financial institution is made aware of the situation.
  
  Our records reflect?that?someone enrolled online for automatic shipments of?smileactiveson November 8, 2024, using your billing information. At that time, an initial shipment, a 30-day supply BOGO introductory kit, was sent for a total of $53.69, and?billed to the credit card provided.?
  
  On December 9, 2024, per the terms of the purchase, a 2nd shipment (a 90-day replenishment kit) was sent for a total of $173.97 to be billed in 3 installments over a 31-day billing cycle.  The 1st installment of $57.99 was charged at shipping leaving a balance of $115.98.
  
  Also, on December 9th we received your call regarding the charges at which time you informed us you had not placed or received any orders from smileactives.  A callback request was submitted to our suspicious activity department.  Later that afternoon a Customer Specialist attempted to reach you at the phone number provided.  When you were unavailable a message was left with the direct number our support department.  The account was cancelled.
  
  The remaining balance of $115.98 has been cleared and your contact information removed from our marketing database.  Refunds will be issued through your financial institution when the charges are disputed. Please rest assured?that?the?account is closed with?a zero balance,?and?nothing further will?be shipped or billed to you from this account.  
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director