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:03/28/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered from the company called SmileACTIVES. THIS ORDER WAS PLACED 1/28/23. AS OF YET I HAVE NOT RECEIVED MY PRODUCT. I CHATTED WITH 2 DIFFEENT REPRESENTATIVES. NO HELP WHATSOEVER. I TOLD THEM I COULD PROVIDE A SCREESHOT OF HOW MUCH I PAID ALSO ID PROVIDE THE LAST 4 OF THE **** I PURCHASED IT WITH. THEN THEY TOLD ME TO CALL MY BANKING INSTITUTION AND SEE IF THE ***** HAD BEEN WITHDRAWN. AND TO CALL CUSTOMER SERVICE. IT SEEMED LIKE THEY WERE JUST PUTTING ME OFF. MY FIRST MISTAKE WAS I ORDERED IT OFF AN ADVERTISEMENT ON ********* I JUST FEEL VERY DISRESPECTED. PLUS NOTHING WAS SOLVED. I WILL CHECK MY BANK AND I WILL CALL CUSTOMER SERVICE. I THOUGHT THE HELP CHAT WAS CUSTOMER SERVICE. OH WELL YOU LIVE AND LEARN. THANKYOU.

  Business Response

  Date: 04/02/2024

  Ms. ********************************** *********************
  ************************-6393
  
  
  Date: 04/01/24
  
  Complaint ID: ********
  Account Number: NA
  File Number: **********
  
  Dear ****************,
  
  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 February 22, 2024, as we only received this complaint on March 28, 2024.
  
  Unfortunately, we are unable to locate a smileactives order in your name with the information you provided.  If the issue was not been resolved after checking with your bank, we will need some additional information in order for us to review your concerns. We will need the order number, as well as the name and full address where the shipment was to be sent.  Your order number would be located on in the order confirmation email you received.  Once we receive this information, we will take immediate action on your behalf. Once you locate this information, you may forward it to the Better Business Bureau of ********, ** in the form of a Rebuttal to your complaint filed on February 22nd. Thank you for your understanding in this matter.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:03/28/2024

  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.

  Your tv ad is fraudulent. It appears a buyer is receiving two of the larger bottle (which I'd purchased before) because of the proportions of the bottle. It's shown about 4 times as tall as it is wide. The small bottle I received is half of that.No way around it- this was deliberate.

  Business Response

  Date: 04/02/2024

  *******************************
  240 Deacon Trce
  **********************-7929
  
  
  Date: 04/01/24
  
  Complaint ID: ********
  Account Number:  ******
  File Number: **********
  
  Dear ********************,
  
  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 February 21, 2024, as we only received this complaint on March 29, 2024.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives on January 21, 2024,with the purchase of a 5 - piece 30-day introductory BOGO special offer for our Pro Whitening Gel.  Your initial order was sent January 22, 2024, for a total cost of $52.95 (including $3.00 KY Sales Tax) and billed in full to the PayPal account provided.
  
  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.  ****** commercial displays a 1 oz bottle (30-day supply) of the Pro Whitening Gel as do the online Buy One Get One free offers.  It is on the label of each bottle pictured in these offers.  We do offer the large 3.8oz bottle online but the cost is 3 times that of the 1oz offer.  We regret if you found the offer unclear in any way.  
  
  Please be advised that every shipment is covered by a 60-day Money Back Guarantee.  If a customer is not satisfied for any reason, they can simply return the containers (even if empty) within 60-day of receipt for a full refund of the purchase price minus s&h.
  
  On January 22, 2024, per your request, your subscription was cancelled stopping any additional shipments.
  
  We appreciate your feedback, as we strive to provide the highest quality products and service.  Your smileactives account remains cancelled;nothing further will be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director
  

• Initial Complaint

  Date:03/27/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a sample batch of their products. I never sign up for recurring subscriptions on a product. Ive never tried their company automatically signed me up for a subscription and sent me $170 worth of product. I did not order. I called and spoke to an individual who said he would give me 20% off round and round over and over no supervisor to speak to, Very very shady tactics.

  Business Response

  Date: 04/18/2024

  *****************************
  Apt 13
  *****************
  ****************************-8451
  
  Date: 04/17/24
  
  Complaint ID: ******** 
  Account Number: ******
  File Number: **********
  
  Dear ******************,
  
  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 March 27,2024, as we only received this complaint on April 16, 2024.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives February 18, 2024.
  
  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 purchasing an introductory BOGO kit which includes a subscription are informed they will receive automatic shipments until they contact customer service to cancel or make changes to their membership. The information regarding the terms of the online offer and the continuity program are provided in the online shopping cart order summary in - bold print - prior to any personal information being entered. Before customers may finalize their purchase, they must check a box that states: "By checking this box, you are electronically signing your order, agreeing to the terms above and to our general Terms & Conditions,including our no-commitment auto-replenishment program, and authorizing us to charge payments to the credit card you provide".
  
  Your authorization of future automatic shipments and associated charges was provided by checking the empty box on the order page to complete your order. We regret if you found the offer unclear in any way.
  
  On February 19, 2024,?your initial order (a 30-day 5-piece introductory kit) was sent for a total of $53.32(including $1.87 FL Sales Tax)?and?charged in full to the?credit card provided. ? 
  
  On March 20, 2024, per the terms of the agreement, your 2nd shipment (a 90-day replenishment kit) was sent for a total of $171.94 (including $11.97 s&h and $10.12 UT Sales Tax) to be billed in 3 installments over 31-day billing cycles to the credit card on file.The 1st installment of $57.32 was charged at this time leaving a balance of $114.62. 
  
  On March 25, 2024, per your request, your account was cancelled.  Information was provided regarding your 2nd shipment.  Please be advised, while cancelling an account stops all future shipments, it does not cancel the balance due for orders shipped prior to cancellation: they will continue to bill as scheduled until paid in full or returned for credit within the 60-Day Money-Back Guarantee.  We regret to learn that the call ended before you could be transferred to a supervisor per your request.
  
  Although our records do not indicate that any returns have been received to the present date, as a gesture of goodwill the remaining balance of $114.62 has been cleared. If you would like to take advantage of the 60-Day Money Back Guarantee available, you may simply return the containers within 60 days of receipt to receive a full refund of the purchase price (minus shipping and handling) by following the return instructions located on the website or call customer service for assistance.
  
  Your smileactives account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 05/08/2024

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

• Initial Complaint

  Date:03/15/2024

  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.

  This subscription was cancelled yet Im still being charged by the company for this subscription I have a confirmation email that it was cancelled

  Business Response

  Date: 03/22/2024

  *****************************
  3900 *****************
  *************, ** 33069-3669
  
  
  Date: 03/22/24
  
  Complaint ID: ********
  Account Number: ******
  File Number: **********
  
  Dear **************,
  
  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 18, 2023,with the purchase of a 30-day introductory BOGO special offer for our Pro Whitening Gel.  As part of their initial purchase, customers enrolling in the smileactives member program are informed they will receive full-size automatic shipments until they contact customer service to cancel or make changes to their membership.
  
  Your initial order, a 30-day entry kit was sent December 18, 2023, for a total cost of $26.70 (including $1.75 ** Sales Tax) and billed in full to the PayPal account provided.
  
  Per the terms of your purchase, on January 18, 2024, your 2nd shipment (a 90-day replenishment supply) was sent as scheduled for a total of $89.69 (including $8.97 s&h and $5.87 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles.  The 1st installment of $29.90 was charged at the time of shipping leaving a balance of $59.79.
  
  On January 19, 2024, your account was cancelled per your request.  Information was provided regarding the remaining balance and return instructions since orders that have already been shipped at the time of cancelation will continue to bill as scheduled until paid in full or returned for credit within the 60-Day Money-Back Guarantee. 
  
  On February 18, 2024, the 2nd installment of $29.90 for your 2nd shipment was charged leaving a balance of $29.89.
  
  Also on February 18th, we received your inquiry regarding the charge.  The total cost of your 2nd shipment and the 3 installments was explained.  You were informed of the remaining payment scheduled for March.  At that time, you stated you would return the shipment.  Instructions were provided.
  
  On February 20, 2024, PayPal reversed the 2nd payment of $29.90 for 2nd shipment. While this chargeback created a credit in your favor with your financial institution, it restored the amount of $59.79 as due and payable.  This chargeback activated the auto past due billing process to send monthly notices advising of the balance.
  
  Although our records do not indicate that any returns have been received to present date, as a gesture of goodwill the remaining balance of $59.79 has been cleared.
  
  Your smileactives account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:03/15/2024

  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.

  On Jan. 7th of this year I authorised what I thought was a one-time purchase from Smile Actives for a tooth whitening product. As it turns out, I was scammed into an automatic purchase through PayPal for a recurring shipment each month for this purchase. I cancelled my automatic payments with PayPal when I became aware of what had happened, and they still sent me another shipment 30 days later. Now they are claiming that I owe them $90+ dollars because I ordered a 2 for 1 purchase and stopped automatic payments. This is a terrible scam that needs to be stopped. I shop online frequently and have never encountered anything like this!

  Business Response

  Date: 03/21/2024

  *************************
  1492 Fords Dairy Rd
  *********, ** 71461-4530
  
  
  Date: 03/21/24
  
  Complaint ID: ********
  Account Number:  ******
  File Number: **********
  
  Dear **************,
  
  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 January 7, 2024,with the purchase of a 30-day introductory BOGO special offer for our Pro Whitening Gel. 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 enrolling in the smileactives member program are informed they will receive full-size automatic shipments until they contact customer service to cancel or make changes to their membership.  Information about the automatic shipments is clearly stated in three places online before an order can be submitted.  First on the order page of our website before an offer is selected;second in the shopping cart -in bold print- prior to any personal information being entered, and lastly, before customers may finalize a membership purchase,they must check a box that states: "By checking this box, you are electronically signing your order, agreeing to the terms above and to our general Terms & Conditions, including our no-commitment auto-replenishment program, and authorizing us to charge payments to the credit card you provide."  Your authorization of future shipments and associated charges was provided by checking this box to complete your initial order.  We regret if you found the offer unclear in any way.
  
  Your initial order, a 30-day entry kit was sent January 8, 2024, for a total cost of $27.06 (including $2.11 LA Sales Tax) and billed in full to the PayPal account provided.
  
  Per the terms of your purchase, on February 6, 2024, your 2nd shipment (a 90-day replenishment supply) began processing for delivery for a total of $90.90 (including $8.97 s&h and $7.08 LA Sales Tax) to be billed in 3 installments over 31-day billing cycles.  We received an approved payment authorization from PayPal for the 1st installment of $30.30 at this time.  Your replenishment kit was sent the following day, February 7th .  We attempted to finalize the previously authorized payment of $30.30 but the request was declined by PayPal.  This left the full remaining balance of $90.90 due and activated the past-due billing process to send monthly notices advising of this balance.
  
  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 December, prior to receipt of your Better Business Bureau complaint. 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.  Just to note, cancelling a payment agreement with PayPal does not automatically cancel a subscription or balance due with that merchant.
  
  On February 23, 2024, your 2nd shipment was processed as returned at our facility, within the 60-Day Money Back Guarantee, at which time credit was issued to clear the balance due.  Per your request your account was cancelled.   Your contact information has been removed from our smileactives marketing databases. Please allow 4-6 weeks for these changes to take effect. 
  
  Your smileactives account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:03/15/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order in October 2023 but did not realize it was a subscription (like all the other people here.) In November 2023, I was charged over $40. I immediately called and then was told it was a subscription. I canceled the subscription and when the product arrived, it was immediately shipped back (unopened). I was charged agin in December and January. Those charges were refunded by my bank. However, they have sent two bills for an unpaid balance. I've called and they said there was a missing item in the returned box. I don't know how that was possible since I never opened the box, it was delivered and immediately taken to *** and shipped back. I told the lady I was not paying for something I do not have. The lady told me it the account would be turned over to collections. This company has unfair marketing and billing practices. They need to be fined.

  Business Response

  Date: 03/21/2024

  *****************************************
  *********************************************************************-6698
  
  
  Date: 03/21/24
  
  Complaint ID: ********
  Account Number: ******
  File Number: **********
  
  Dear ******************,
  
  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 February 15, 2024, as we only received this complaint on March 18, 2024.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives on October 9, 2023,with the purchase of a 30-day introductory BOGO special offer for our Pro Whitening Gel. 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 enrolling in the smileactives member program are informed they will receive automatic shipments until they contact customer service to cancel or make changes to their membership.  Information about the automatic shipments is clearly stated in three places online before an order can be submitted.  First on the order page of our website before an offer is selected; second in the shopping cart -in bold print- prior to any personal information being entered, and lastly, before customers may finalize a membership purchase, they must check a box that states: "By checking this box, you are electronically signing your order, agreeing to the terms above and to our general Terms &Conditions, including our no-commitment auto-replenishment program, and authorizing us to charge payments to the credit card you provide."  Your authorization of future shipments and associated charges was provided by checking this box to complete your initial order.  We regret if you found the offer unclear in any way.
  
  Your initial order, a 30-day 4-piece entry kit was sent October 9, 2023, for a total cost of $43.15 (including $3.20 ** Sales Tax) and billed in full to the PayPal account provided.
  
  Per the terms of your purchase, on November 8, 2023, your 2nd shipment (a 90-day replenishment supply) was sent as scheduled for a total of $142.37(including $11.97 s&h and $10.55 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles.  The 1st installment of $47.47 was charged at the time of shipping leaving a balance due of $94.90.
  
  On November 9, 2023, your subscription was cancelled per your request. Information was provided regarding the remaining balance and return instructions.  While cancelling an account stops all future shipments, it does not cancel the balance due for orders shipped prior to cancellation: they will continue to bill as scheduled until paid in full or returned for credit within the 60-Day Money-Back Guarantee.
  
  The 2nd and 3rd installments of $47.46 and $47.44 were charged on December 9, 2023, and January 9, 2024, as scheduled.  With the receipt of the 3rd payment in November your account was paid in full.
  
  Our records do not reflect any returns received to present date.  Unfortunately, if you returned the shipment via "Return to Sender" without verifiable proof of mailing, this oftentimes results in a package never being received back to our facility to process a return credit to clear any balance owed.
  
  On January 9, 2024, your financial institution reversed all the payments received for your 2nd shipment. While this chargeback created a credit in your favor with your financial institution,it restored the full cost of $142.37as due and payable. At this time the auto past due billing process was activated to send monthly notices advising of the balance.
  
  As a gesture of goodwill, the remaining balance of $142.37 has been cleared.  Per your request, your contact information has been removed from our smileactives marketing databases. Please allow 4-6 weeks for these changes to take effect. 
  
  Your smileactives account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:03/13/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/6/24 I purchased an introductory special for Smile Actives Pro Whitening Gel. The confirmation email states, One month after your first order is shipped, and then approximately every three months thereafter, you will be sent a new three month supply of Daily Pro Whitening Gel. Each shipment will be charged to the card you provide today, in three monthly payments at the low price of $24.95 plus $2.99 for shipping and handling per month. All orders are subject to applicable sales tax.On 3/7/24 I was charged $38.95 and another $38.95 on 3/8/24. I called to cancel and was informed that it was already processed and could not be cancelled. This is a scam.

  Business Response

  Date: 04/22/2024

  *****************************
  878 *****************
  ****************-2458
  
  Date: 04/19/24
  
  Complaint ID: ********
  Account Number: ******
  File Number: **********
  
  Dear ******************,
  
  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 apologize if you were treated less than professionally by any member of our staff. Rest assured, your customer service experience has been reviewed and will be used to improve our service going forward.  We also regret the delay in responding to your complaint filed with the Better Business Bureau on March 25, 2024, as we only received this complaint on April 17, 2024.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives on January 8, 2024,with the purchase of a 30-day introductory BOGO special offer.
  
  Your initial order, a 30- day 5-piece introductory kit, was sent January 9, 2024, for a total cost of $53.45 (including $3.50 GA Sales Tax) and billed in full to the PayPal account provided.
  
  Per the terms of your purchase, on February 9, 2024, your 2nd shipment (a 90-day replenishment supply) was sent as scheduled for a total of $173.15 (including $11.97 s&h and $11.33 GA Sales Tax) to be billed in 3 installments over 31-day billing cycles.   The 1st installment of $57.73 was charged at this time, leaving a remaining balance of $115.42.
  
  On February 12, 2024, your account was cancelled per your request.  Information was provided regarding the remaining balance due your 2nd shipment.  An offer of an additional 20%off the cost of this shipment was made and declined and return instructions were provided instead. Please be advised while since 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 as scheduled until paid in full or returned for credit within the 60-Day Money-Back Guarantee. 
  
  Since no return had been received,by March 11, 2024, we attempted to process the 2nd installment of $57.72 as scheduled for your 2nd shipment but the request for payment was declined by PayPal leaving the remaining balance of $115.42 as due and payable to smileactives.  At this time the auto past due billing process was activated to send monthly notices advising of the balance.  
  
  On March 20, 2024, we received your phone inquiry about the billing notices.   The available 60-day Money Back Guarantee was explained.  You were advised that returning the shipment would clear the balance and refund the charge (less s&h).
  
  Although our records do not indicate that any returns have been received to present date, as a gesture of goodwill the remaining balance of $115.42 has been cleared.
  
  Your smileactives account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 05/21/2024

   
  Complaint: 21416134
  
  I am rejecting this response because: My complaint # is different from what is indicated on the response and is addressed to a different person. Im a bit confused by the response.  I did return all products and received a refund less S&H.  
  
  Sincerely,
  
  *****************

  Business Response

  Date: 06/07/2024

  *********************
  **************************
  ****************** 19934-4113
  
  Date: 06/7/24
  
  Complaint ***********
  Account *************
  
  Dear **********,
  
  Thank you for the opportunity to respond. We sincerely apologize for any miscommunication or confusion. It appears the response you received to your initial BBB complaint was meant for a different customer.  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 February 6,2024, with the purchase of a 30-day introductory BOGO special offer.   Since you accepted the offer to add the Vibrite Sonic Toothbrush Kit for an additional $10.00, your order summary stated: One month after your first order is shipped, and then approximately every three months thereafter, you will be sent a new three-month supply of Daily Pro Whitening Gel and 3 brush heads. Each shipment will be charged to the card you provide today, in three monthly payments at the low price of $34.95 plus $3.99 for shipping and handling per month. All orders are subject to applicable sales tax.  You are in control of your membership, call or visit www.smileactives.com to customize your kit,modify shipping intervals, or to cancel your subscription. There is no commitment and no minimum to buy.  We regret if you found the offer unclear in any way.
  
  Your initial order, a 30- day introductory kit with the Vibrite Sonic Toothbrush Kit, was sent February 6, 2024, for a total cost of $34.95 and billed in full to the PayPal account provided.
  
  Per the terms of your purchase, on March 7, 2024, your 2nd shipment (a 90-day replenishment supply)began processing for delivery as scheduled for a total of $116.82 (including $11.97 s&h) to be billed in 3 installments over 31-day billing cycles.   We received an approved payment authorization from PayPal for the 1st installment of $38.95 at this time.
  
  When an order is scheduled to ship the initial payment is submitted to PayPal for approval prior to shipment. This may not always be the same date that we charge your credit card, as approved authorization is not finalized as a charge until the order has shipped. Funds in the amount authorized are often held by your financial institution (or PayPal) for 3-5 business days and may not be available to you during such time.   Typically, the amount authorized initially shows as pending and then drops off after the payment is finalized as a charge; it does not appear on your final statement, only the amount ultimately charged.
  
  On March 8, 2024, your 2nd shipment was sent and the 1st installment of $38.95 finalized as a charge leaving a balance of $77.87.  Also on March 8th, your account was cancelled per your request. Information was provided regarding your 2nd shipment.  Please be advised while cancelling an account stops all future shipments, it does not cancel the balance due for orders shipped prior to cancellation: they will continue to bill as scheduled until paid in full or returned for credit within the 60-Day Money-Back Guarantee.
  
  On April 1, 2024, your 2nd shipment was processed as returned at our facility, within the 60-Day Money Back Guarantee, at which time a refund in the amount of $26.98 was issued and the balance of $77.87 cleared.  Per the terms of our 60-Day Money-Back Guarantee, $11.97 s&h was not refunded.  
  As a gesture of goodwill, a refund of $11.97 for the initial s&h charge has been issued.  Please allow 3 -5 business days for the refund to post.
  
  Your smileactivesaccount remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 06/18/2024

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

• Initial Complaint

  Date:03/13/2024

  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.

  Ordered smileactive toothpaste and was fraudulently enrolled into a membership. I sent back the 2 orders 3 tubes- of the unused product after being automatically enrolled in auto pay connected to my PayPal account including my request for a full refund and to cancel my membership. They begrudging refunded a $20.00 for a $30.00 charge and $26.00 refund for a second charge. They have charged me an additional $26.00 charge for cancelling my membership. Im charging them with deceptive trade practices. They wont refund my full amount like they advertised. Please help.

  Business Response

  Date: 03/21/2024

  ***********************************
  *********************************************************-4916
  
  
  Date: 03/20/24
  
  Complaint ID: ******** 
  Account Number: ******
  File Number: **********
  
  Dear ****************,
  
  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 January 21, 2024,with the purchase of a 30-day introductory BOGO special offer for our Pro Whitening Gel.
  
  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 enrolling in the smileactives member program are informed they will receive full-size automatic shipments until they contact customer service to cancel or make changes to their membership.  Information about the automatic shipments is provided on the order page of our website before an offer is selected and in the shopping cart -in bold print- prior to any personal information being entered.  In addition, before customers may finalize a membership purchase, they must check a box that states:"By checking this box, you are electronically signing your order,agreeing to the terms above and to our general Terms & Conditions,including our no-commitment auto-replenishment program, and authorizing us to charge payments to the credit card you provide."  Your authorization of future shipments and associated charges was provided by checking this box to complete your initial order.  We regret if you found the offer unclear in any way.
  
  We do offer the ability to purchase individual smileactives products without a replenishment account.However, customers who choose to place one-time orders are only offered our retail prices.  All the special Buy One Get One offers include a subscription.
  
  Your initial order, a 30-day entry kit was sent January 22, 2024, for a total cost of $26.95 (including $2.00 TX Sales Tax) and billed in full to the PayPal account provided.
  
  Per the terms of your purchase, on February 22, 2024, your 2nd shipment (a 90-day replenishment supply) was sent as scheduled for a total of $90.53 (including $8.97 s&h and $6.71 TX Sales Tax) to be billed in 3 installments over 31-day billing cycles.  The 1st installment of $30.18 was charged at the time of shipping leaving a balance of $60.35.
  
  On February 28, 2024, your account was cancelled per your request.  Information was provided regarding your 2nd shipment, the remaining balance and return instructions since orders that have already been shipped at the time of cancelation will continue to bill as scheduled until paid in full or returned for credit within the 60-Day Money-Back Guarantee.
  
  On March 6, 2024, your 2nd shipment was processed as returned at our facility, within the 60-Day Money Back Guarantee, at which time a refund of $20.49 was issued and the balance of $60.35 was cleared. Per the terms of our 60-Day Money-Back Guarantee, the $9.69 (s&h plus applicable state tax on that charge) was not refunded. 
  
  On March 9th, per your LiveChat inquiry, your return was confirmed.  You informed us that you had returned both of your orders in the same shipment.   A refund of $26.95 for your initial order was issued at that time.  Your request for a summary of all your account transactions was submitted to our support desk.  An email with the summary was sent to the email address on file March 13th.
  
  Your smileactives account remains cancelled; nothing further will be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:03/12/2024

  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.

  Like several other complaints I too fell victim to this companys deceptive practices. I ordered their product and did not realize that it was a subscription. I have paid them 115 dollars and cancelled my subscription after being billed another 115 dollars. There is no way I would have paid over 200 dollars for this product which doesnt even work. I also noticed many more complaints but it seems the charges are all different

  Business Response

  Date: 03/19/2024

  *************************
  20888 *********************
  *************, ** 43019-9316
  
  
  Date: 03/18/24
  
  Complaint ID: ********
  Account Number: ******
  File Number: **********
  
  Dear ************,
  
  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 February 13, 2024, as we only received this complaint on March 13, 2024.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives on October 4, 2023,with the purchase of a 5-piece 30-day introductory BOGO special offer.
  
  We do make every effort to make the offers as clear as possible on our websites, as well as by phone.  As part of their initial purchase, customers enrolling in the smileactives member program are informed they will receive automatic shipments until they contact customer service to cancel or make changes to their membership.  Information about the automatic shipments is clearly stated in three places online before an order can be submitted.  First on the order page of our website before an offer is selected; second in the shopping cart -in bold print- prior to any personal information being entered, and lastly, before customers may finalize a membership purchase, they must check a box that states: "By checking this box, you are electronically signing your order, agreeing to the terms above and to our general Terms &Conditions, including our no-commitment auto-replenishment program, and authorizing us to charge payments to the credit card you provide."  Your authorization of future shipments and associated charges was provided by checking this box to complete your initial order.  We regret if you found the offer unclear in any way.
  
  Your initial order, a 5-piece 30-day entry kit was sent October 4th, 2023, and billed in full to the PayPal account provided.
  
  Per the terms of your purchase, on November 6, 2023, your 1st replenishment shipment (a 90-day supply) was sent as scheduled for a total of $173.96 (including $11.97 s&h and $12.14 OH Sales Tax) to be billed in 3 installments over 31-day billing cycles.  The 1st installment of $58 was charged at the time of shipping.   The cost of a shipment is determined by the number of items the kit includes.  We have customers who purchase only 1 item others eight, the maximum allowed in a kit.
  
  When we attempted to process the 2nd payment on December 7, 2023, the request was declined by PayPal.  This left the full remaining balance of $115.96 as due and activated the auto-past due billing process to send monthly notices advising of the balance due.
  
  On December 18, 2023, your subscription was cancelled per your request.  Information was provided regarding the remaining balance due for your 2nd shipment and the available 60 - day Money Back Guarantee.
  
  On January 9, 2024, when we responded to your previous BBB review, as a gesture of goodwill and exception to our 60-day satisfaction guarantee the remaining balance of $115.96 was cleared (although our records still do not indicate that any returns have yet been received). 
  
  Your smileactives account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:03/12/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Around August of 2023 I ordered the Smile Active promotion for their Pro Whitening Gel (1oz / 30grams) and the offer was to get a second one free. I was charged $26.45. I see also from other complaints about them that I have the same issue with them in that I did not know that this was an automatic subscription! No where in that process do I recall seeing that it was recurring OR that the price for the next one would be almost $90! I received the next shipment which was one bottle (3.8oz / 108grams) and then realized that it was sent automatically. I got my Oct. credit card statement and saw that I was charged $29.62. I thought that was what the charge was for this shipment and thought I would just keep it. On my Nov. statement I was again charged $29.62 and I was confused as to what was happening. Of course by now I am past the 60 day return policy! I did go on line and cancel any further shipments. When I was again charged $29.61 in Dec. I told the credit card company not to pay it because I had cancelled it. Now I am getting delinquent letters that my account is past due and needs attention. I called **************** and was told that when I ordered that first promotion that it was in the Terms and Conditions and that I needed to pay that balance. I said I have no record of you notifying me that I was getting another shipment. She told me they emailed me in Sept. which I have no record of! I argued with her and tried everything. I told her she could have the product back and that it was not opened. she said I was beyond 60 days. In the end I told her that I would report them for their shady practices and give bad reviews on this trickery! Beware of doing business with them!

  Business Response

  Date: 03/19/2024

  *********************************
  148 ***********************
  *********, ** 15902-1401
  
  
  Date: 03/18/24
  
  Complaint ID: ********
  Account Number: ******
  File Number: **********
  
  Dear **********************,
  
  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 February 8, 2024, as we only received this complaint on March 13, 2024.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives on August 28, 2023, with the purchase of a 30-day introductory BOGO special offer for our Pro Whitening Gel.
  
  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 enrolling in the smileactives member program are informed they will receive automatic shipments until they contact customer service to cancel or make changes to their membership.  Information about the automatic shipments is clearly stated in three places online before an order can be submitted.  First on the order page of our website before an offer is selected; second in the shopping cart -in bold print- prior to any personal information being entered, and lastly, before customers may finalize a membership purchase, they must check a box that states: "By checking this box, you are electronically signing your order, agreeing to the terms above and to our general Terms & Conditions, including our no-commitment auto-replenishment program, and authorizing us to charge payments to the credit card you provide."  Your authorization of future shipments and associated charges was provided by checking this box to complete your initial order.  We regret if you found the offer unclear in any way.
  
  Your initial order, a 30-day entry kit was sent August 29, 2023, for a total cost of $26.45 (including $1.50 ** Sales Tax) and billed in full to the credit card provided.
  
  Per the terms of your purchase, on September 28, 2023, your 2nd shipment (a 90-day replenishment supply) was sent as scheduled for a total of $88.85(including $8.97 s&h and $5.03 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles.  The 1st installment of $29.62 was charged at the time of shipping leaving a balance due of $59.23.
  
  On October 4, 2023, your subscription was cancelled per your online account access.  This generated an automatic canceled confirmation email which includes information regarding any remaining balance due at the time of cancelation  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 as scheduled until paid in full or returned for credit within the 60-Day Money-Back Guarantee.
  
  Since the 2nd shipment was not returned, the 2nd and 3rd installments of $29.62 and $29.61 were charged on October 29, 2023, and November 29, 2023, as scheduled.  With the receipt of the 3rd payment in November your account was paid in full.
  
  On December 26, 2023, your financial institution reversed the 3rd payment of $29.61 for your 2nd shipment. While this chargeback created a credit in your favor with your financial institution, it restored the amount of $29.61 as due and payable. At this time the auto past due billing process was activated to send monthly notices advising of the balance.
  
  We received your call regarding the billing notices on February 8, 2024.  The total cost and remaining balance due for your 2nd shipment were explained.
  
  On February 16, 2024, a payment via check of $29.61 for the remaining balance due was received.  This reinstated your account status as paid in full.  
  
  Your smileactives account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 03/29/2024

   
  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.
  I encourage people to thoroughly read and comprehend the agreement before ordering.

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