Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/28/2023

  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 returned all the products that Smileactives sent me (some of which I never ordered or approved to be charged for), within the 60 day money-back guarantee refund window. They received the products on June 3, 2023. They said I should receive a purchase price refund within 7 to 10 days. I was told to return the products to: Smileactives, ********************************* *****-9712. Thus far, I have not received my refund.Also on May 24, 2023 I called Smileactives Customer Support and canceled my Account per Cancellation Reference #*******. I was also told if I returned all the products I had been sent within their 60-day money-back guarantee timeframe that I would get a purchase price refund, minus any handling charges.I have sent them several follow up notes, but they never respond to my correspondence. I tried using their Chat option, but it is a Bot and doesnt understand my questions.I want my Refund and I asked for a written confirmation back from them, that they will never send me any more product; nor will they ever charge any more charges to my charge card.Here is the tracking information that I returned ***************************** received them.USPS TrackingFAQs >Tracking Number:9534910960253152668721 O Copy ** Add to Informed Delivery Latest Update Your item was delivered to the front desk, reception area, or mail room at 9:32 am on June 3, 2023 in *****, ** *****. The item was signed for by *************Get More Out of ******************* Tracking Plus Delivered Delivered, Front Desk/Reception/Mail Room

  Business Response

  Date: 08/14/2023

  Ms. ******************************* Box 40816
  ******, ** 85717-0816
  
  
  Date: 08/14/23
  
  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 6/11/2023, as we only received this complaint on July 31, 2023.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives on April 23, 2023. As part of their initial purchase, customers enrolling in the smileactives member program are informed they will receive automatic shipments until they cancel or make changes to their membership. Before customers may finalize their membership purchase, they must check a box that states they agree to the provided terms of the purchase: by checking that box you agreed to the terms of the offer.
  
  Your initial order for a 30-day introductory supply was sent on April 24, 2023 for a total cost of $27.00 (including $2.05 ** Sales Tax) which was charged in full to the credit card provided. 
  
  On May 24, 2023, per the terms of the online offer, your 2nd shipment (a 90-day full-sized supply) was sent for a total of $90.70 (including $8.97 s&h plus $6.88 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles. The 1st payment of $30.73 was charged at the time of shipping to the credit card on file, leaving a balance of $59.97.
  
  Also on May 24th, per your phone request, your account was cancelled and return instructions were provided.
  
  Please be advised that returns must go through several processing steps, and so the date your tracking information shows delivery may not be the same date the return is processed and credited back to your account; we ask to allow **** business days for returns processing. On June 15, 2023, your 1st and 2nd shipments were processed as returned at our facility, within the 60-Day Money Back Guarantee, at which time refunds totaling $48.02 were issued and the balance of $59.97 (for your 2nd shipment) was cleared. Per the terms of our 60-Day Money-Back Guarantee, the $9.71 (s&h) was not refunded.
  
  Your smileactives account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 08/25/2023

   
  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; as long as they never ship me any more product, nor will they never charge my card again.  I agree this issue is closed, as long as this company keeps their word.  I have seen comments from other upset customers that they start shipping & charging months later after stating a persons Account was closed.  I guess only time will tell if they keep their word.  If they dont, you will hear back from me again 

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

• Initial Complaint

  Date:07/27/2023

  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.

  Smileactives falsely advertises a 60-day money back guarantee, while their website says they dont offer cancellations after the order has shipped! There is no way to cancel on their website. **************** lets you wait on hold, then they pick up and disconnect! This is an egregious violation of consumer rights. Was also never aware I was signing up for auto shipping for 3 months of the product. This is a new level of deceptive marketing. This will make me hesitant to make any purchases based on a television advertisement. Disgusting!Im still within the 60 days to cancel and get a full refund. Purchase date was 4/30/23. Today or 6/17/23. But to act on this guarantee, I can only call them and they wont speak to me! So now Ill be auto billed for 3 months of a product that did not produce the results described by Smileactives!

  Business Response

  Date: 08/14/2023

  ***********************
  26 ************
  ********, ** 06405-2404
  
  
  Date: 08/14/23
  
  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 June 17, 2023, as we only received this complaint on July 31, 2023.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives on April 30, 2023. We do make every effort to be forthcoming regarding our promotions, offers, and satisfaction guarantee 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 cancel or make changes to their membership. Information regarding the terms of the online offer and the continuity program is provided in the shopping cart, in bold print the same size text as the rest of the page, prior to any personal information being entered. 
  
  More specifically, the offer you selected states that: "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.
  You are in control of your membership, call or visit www.smileactives.com/account to customize your kit, modify shipping intervals, or to cancel your subscription. There is no commitment and no minimum to buy." To finalize their membership purchase, customers must check a box that states they agree to the provided terms of the purchase: "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.  The products are also shipped with information reiterating the terms and benefits of membership, including instructions on how to take advantage of the 60-Day Money Back Guarantee available. We regret if you found the offer unclear in any way.
  
  May 1, 2023, your first shipment (a 30-day introductory supply, with a buy-one-get-one-free new member promotion applied) was sent for a total of $26.53 (including $1.58 ** Sales Tax) and charged in full to the credit card provided.
  
  Per the terms of the offer, on May 31, 2023, your 2nd shipment (a 90-day full-sized supply) was sent for a total of $89.14 (including $8.97 s&h plus $5.32 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles. The 1st payment of $30.09 was charged at the time of shipping; the 2nd and 3rd payments of $29.52 and $29.53 each were charged as scheduled on July 1, 2023, and August 1, 2023, respectively.
  
  Please be advised that our records do not reflect any contact received in reference to your account since its inception, until our 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 regularly tested without issue. Please also note that if your web browser blocks popups, it can interfere with the functionality of self-service membership management options (including cancelling future shipments.)
  
  As a gesture of goodwill, we have extended the 60-Day Money Back Guarantee available for your 2nd shipment by an additional 30 days. You can simply return the product(s) within this extended guarantee period - even if they are empty - for a full refund of your purchase price (minus shipping and handling, per the terms of our guarantee) by following the instructions on the shipment's invoice. Please use the address on the front side of your invoice for your return. If you don't have your original invoice, you can use the following address:  
  Smileactives Returns 
  ****************************************
  
  As our records do not reflect any returns have been received on your account to present date, there is no refund due. 
  
  Your smileactives account is now closed as requested, and nothing further will be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:07/25/2023

  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.

  SmileActives subscription was cancelled and confirmed on 5/12/23. I had previously told them to cancel in March due to their electric toothbrush was faulty and stops working after initial charge wears out it does not recharged even after I already had a replacement sent out to me. I told them to cancel and they said ok and then I get an email later in May stating I owe them money for product I never received. They are claiming I was mailed product I never received and they have no evidence of this false claim. I did not receive anything from them since March 2023. Yet they still insist on harassing me with fraudulent claims that I owe them for something they have made ** in attempt to defraud me because I am an unsatisfied consumer with their product.My balance I owe is ZERO and should reflect as such immediately and all attempts to defraud me with false claims need to cease and desist!

  Business Response

  Date: 08/08/2023

  **************************
  1691 ***********
  ********, ** 32750-6219
  
  Date: 08/08/23
  
  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 August 30, 2022.  Your initial order for a 30-day introductory supply was sent that same day, for a total of $53.45 (including $3.50 VA Sales Tax) which was charged in full to the PayPal account provided.  
  
  Per the terms of the offer, on September 30, 2022, your 2nd shipment (a 90-day full-sized supply) was sent for a total of $173.15 (including $11.97 s&h and $11.33 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles. The 1st payment of $58.29 was charged the PayPal account on file when it shipped; the 2nd and 3rd payments of $57.44 and $57.42 each were charged on October 31, 2022, and December 1, 2022, respectively. 
  
  We regret to learn that you experienced issues with the Vibrite Sonic Toothbrush which was included with your introductory order. We do offer a 60-Day Money Back Guarantee for all smileactives products: while the item was no longer within this guarantee period when you contacted us on January 2, 2023, an exception was made to allow a replacement for it as a courtesy. However, due to a processing error, this replacement was not promptly shipped - we apologize for any inconvenience this may have caused. 
  
  On January 4, 2023, your 3rd shipment was sent as scheduled for a total of $173.15 (including $11.97 s&h and $11.33 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles. The first payment of $58.29 was charged at this time, leaving a balance of $114.86.
  
  Per your phone inquiries on January 25th and 30th, a request was submitted for a follow up call to you regarding your replacement item which had not yet shipped, due to the above-noted processing error.
  
  Our records indicate that your product quality concern was documented by our Customer Specialists on January 31, 2023, and the replacement was delivered on February 3rd.
  
  The 2nd and 3rd payments of $57.44 and $57.42 for your 3rd shipment were charged as scheduled on February 4, 2023, and March 7, 2023, respectively.  
  
  Per our receipt of your Better Business Bureau review on March 3, 2023, your next scheduled shipment date in ***** was confirmed in our response.
  
  On ***** 5, 2023, your 4th shipment was sent as scheduled for a total of $173.15 (including $11.97 s&h and $11.33 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles. The first payment of $58.29 was charged at this time, leaving a balance of $114.86. **** tracking #********************** indicated this shipment was delivered on ***** 8, 2023. 
  
  On May 6, 2023, we attempted to process your 2nd installment of $57.44 for your 4th shipment as scheduled, but the request for payment was declined by PayPal. This left the remaining balance of $114.86 due, and so monthly reminders were sent.
  
  On May 12, 2023, per your phone request, your account was cancelled.  Please be advised that 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 either paid in full or returned for credit within the 60-Day Money Back Guarantee.  
  
  Per your phone inquiry on July 6, 2023, the remaining balance of $114.86 due for your 4th shipment was removed as a courtesy, in exception to the limits of our 60-Day Money Back Guarantee.
  
  While our records do not reflect any items were shipped to you in March 2023 - nor that your 4th shipment sent in ***** 2023 has been received as a return to present date - as a gesture of goodwill and in an effort to fully resolve this matter, a refund of $58.28 has been issued for this shipment, reflective of the remaining purchase price not already credited (including s&h.) Due to the previously-cancelled PayPal agreement, this refund will be issued by check to the billing address on file to your account; please allow up to 4-6 weeks for processing and delivery via ****. 
  
  As your 4th shipment's remaining balance was already removed in July, our records do not reflect any further billing adjustment is due.
  
  Your smileactives account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 08/08/2023

   
  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:07/13/2023

  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 bought their product with a 60 day money back guarantee on 3/15/2023! Paid $27.32) I used it for about two and a half weeks, and it was burning my gums, so I put it aside for about a week, and tried it again. It still burnt my gums. In about another week and a half as I was getting ready to get he product together to return and I was shipped a larger product from them on 4/17/2023, and charged again. I then sent back the original order and the larger order, and was only refunded $21.34 for the original order(i guess less shipping) I paid $31.16 for second shipment that I did NOT order, and sent both shipments back!, and told them not to send anymore, and to send me a refund, and they said they owe me nothing!!

  Business Response

  Date: 07/21/2023

  ***************************
  *********************************************
  Apt 202
  Studio City, ** 91604-1027
  
  
  Date: 07/21/23
  
  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 March 15, 2023, and your order for a 30-day introductory supply (with a buy-one-get-one-free promotion added) was sent that same day, for a total cost of $27.32 (including $2.37 CA Sales Tax) which was charged in full to the credit card provided.  
  
  As part of their initial purchase, customers enrolling in the smileactives member program are informed they will receive automatic shipments until they cancel or make changes to their membership: this information is clearly stated on the order page of our website, in bold text the same size as the rest of the page, prior to any personal information being entered. To finalize their membership purchase, customers must check a box confirming agreement to the provided terms of the purchase. Your authorization of future shipments and associated charges was provided by checking this box to complete your order. 
  
  More specifically, the offer you purchased states that: 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. You are in control of your membership, call or visit www.smileactives.com/account to customize your kit, modify shipping intervals, or to cancel your subscription. There is no commitment and no minimum to buy." The products are also shipped with information reiterating the terms and benefits of membership, including the next scheduled shipment date on the enclosed invoice. We regret if you found the offer unclear in any way.  
  
  Per the terms of the offer, on April 17, 2023, your 2nd shipment (a 90-day full-sized supply) was sent for a total of $91.78 (including $8.97 s&h and $7.96 CA Sales Tax) to be billed in 3 installments over 31-day billing cycles; the 1st payment of $31.16 was charged to the payment card on file at this time, leaving a balance of $60.62.
  
  Also on April 17th, per your chat request, your account was cancelled and return instructions were provided for your 2nd shipment, as it was already in transit. Orders that have already been shipped at the time of cancelation will continue to bill as scheduled until either paid in full or returned for credit within the 60-Day Money-Back Guarantee. 
  
  On May 17, 2023, 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 $21.34 was issued and the balance of $60.62 was cleared. Per the terms of our 60-Day Money-Back Guarantee, the $9.82 (s&h) was not refunded. 
  
  On June 6, 2023, per your phone inquiry, an additional $9.82 refund was issued for your 2nd shipment (reflective of the s&h amount, as well as applicable states tax on that), as a courtesy in exception to the terms of our guarantee which specifies s&h as a non-refundable item. 
  
  We regret to learn that you experienced any issues while using the products, as you have stated in your complaint. Our records reflect that when you spoke with our Customer Specialist to discuss your experience on July 20, 2023, an additional refund of $27.32 was issued as a gesture of goodwill for your introductory order, as you stated you had returned both shipments within the same box. While our records reflect only your 2nd shipment was received as a return, this additional refund completes a full refund of all amounts paid to smileactives on your account: as such, there is no additional refund to be issued.
  
  Your smileactives account remains closed, with nothing further to be shipped or billed. 
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:06/27/2023

  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.

  I called and canceled my subscription. But I am still being billed $57.69.

  Business Response

  Date: 07/11/2023

  *********************
  12573 ******************
  ************, ** 32225-5561
  
  
  Date: 07/08/23
  
  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 May 27, 2023 as we only received this complaint on June 28, 2023.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives on March 25, 2023.?
  
  On March 27, 2023, your initial order (a 30-day introductory supply) was sent for a total of $53.70 (including $3.75 ** Sales Tax) and billed in full to the credit card provided.? 
  
  On April 26, 2023, your 2nd shipment (a 90-day full-sized supply) was sent for a total of $173.96 (including $11.97 s&h and $12.14 **?Sales Tax) to be billed in 3 installments over 31-day billing cycles;the 1st installment of $58.60 was charged to the credit card on file when it shipped, leaving a balance of $118.36.
  
  Also on April 26, 2023, your account was cancelled per your phone request. Please be advised that 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 following the schedule on the enclosed invoice until either paid in full or returned for credit within the 60-Day Money-Back Guarantee. 
  
  On May 27, 2023, the 2nd installment of $57.69 for your 2nd shipment was charged as scheduled, leaving a balance of $57.67. Also on this date, per your phone inquiry, the payment schedule for your 2nd shipment was explained and return instructions were provided.
  
  On June 16, 2023, your 1st and 2nd shipments were both processed as returned at our facility.  Your 2nd shipment was received within the 60-Day Money Back Guarantee, at which time a refund in the amount of $103.42 was issued and the balance of $57.67 was cleared. Per the terms of our 60-Day Money-Back Guarantee, the $12.87 (s&h) was not refunded. As your 1st shipment was received after the 60-Day Money Back Guarantee had expired, no refund was issued. 
  
  Your smileactives account remains closed, and nothing further will be shipped or billed. 
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 07/13/2023

   
  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:06/27/2023

  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.

  I ordered from SmileActives on 2/15/23. I completed an order, which included an auto ship/auto refill option. Admittedly, I should have read the fine print. However, when I realized that I was signed up for a subscription, on 3/21/23, I immediately tried to cancel, which the company made difficult. I was notified of a balance on my account ****** on 4/27/23 and tried to make the payment. The website did not accept my card information despite the card being used elsewhere during this time. I was able to cancel my account on 5/2/23 after being disconnected at least twice (and after several attempts to sell me more product). I was again notified of a balance on 5/25/23, which I again tried to pay to be done with the company but the website again would not accept my credit card information. I feel like this is a ploy by SmileActives to continue keeping me on the hook. I am trying to pay this balance to end this situation and SmileActives is making it impossible.

  Business Response

  Date: 07/07/2023

  *******************************
  6830 ********
  *********, ** 53213-3820
  
  
  Date: 07/07/23
  
  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 May 25, 2023 as we only received this complaint on June 28, 2023.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives on February 15, 2023, and your initial order for a 30-day introductory supply was sent the following day for a total of $26.32 (including $1.37 WI Sales Tax) which was billed in full to the PayPal account provided.? 
  
  Per the terms of the online offer, on March 21, 2023, your 2nd shipment (a 90-day full-sized supply) was sent for a total of $88.42 (including $8.97 s&h and $4.60 WI Sales Tax) to be billed in 3 installments over 31-day billing cycles. The 1st installment of $29.80 was charged at this time to the PayPal account on file, leaving a balance of $58.62. 
  
  On April 21, 2023, we attempted to process your 2nd installment of $29.31 as scheduled, but the request for payment was declined by PayPal. This left the balance of $58.62 still due, and so reminders were sent monthly. 
  
  On May 2, 2023, per your chat requests, your account was cancelled. We regret to learn that these chats were ended prematurely, prior to confirmation of your remaining balance due or information provided about the 60-Day Money Back Guarantee available: orders sent prior to cancellation will continue to bill as scheduled until either paid in full or returned for credit within the guarantee period. 
  
  Please be advised that our records do not reflect any contact was received in reference to your account before or since May 2, 2023. Our website offers multiple options to contact us via email, phone, or chat: we regret if you experienced any difficulty contacting us through any of these channels, as they have been regularly tested without issue. 
  
  Although our records do not reflect that your 2nd shipment has been returned, as a gesture of goodwill and in an effort to fully resolve this matter, the remaining balance of $58.62 has been removed. Please consider any notices received after the date of this correspondence to have crossed in the mail. 
  
  Your smileactives account remains closed, and nothing further will be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:06/05/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered the smileactives whitening gel and pen on April 1, 2023. At this time, I do not remember signing up for a subscription. Nevertheless, one month later, I received a 90 day refill pack and was charged $140 dollars. When I then went online to cancel my membership, I found that there was no way to cancel online. There was also no way to remove my credit card information from the website. When I used the online chat assistant to try and cancel my subscription, it kept delaying my next shipment and did not give me any option to cancel my membership, which I found to be very frustrating. I would like smileactives to cancel my membership and also refund me (or send me a prepaid envelope to send back my most recent package).

  Business Response

  Date: 06/19/2023

  ***********************************************
  ******************************************************-2940
  
  
  Date: 06/19/23
  
  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 April 10, 2023.?? As part of their initial purchase, customers enrolling in the smileactives member program are informed they will receive automatic shipments until they cancel or make changes to their membership: this information is clearly stated on the order page of our website, and is provided prior to any personal information being entered. Before customers may finalize their purchase, they must check a box that states they agree to the provided terms of the purchase: by checking that box you agreed to the terms of the offer.  The products are also shipped with information reiterating the terms and benefits of membership, including the next scheduled shipment date, the shipment's total cost, and its payment schedule. 
  
  On April 10, 2023, your initial order (a 30-day supply) was sent for a total of $47.44 (including $4.99 s&h and $2.50 MA Sales Tax) and billed in full to the credit card provided.? 
  
  On May 11, 2023, per the terms of the offer, your 2nd shipment (a 90-day supply) was sent for a total of $139.31(including $11.97 s&h and $7.49 MA?Sales Tax) to be billed in 3 installments over 31-day billing cycles. The 1st installment of $46.45 was charged to the credit card on file at this time, leaving a remaining balance of $92.86.
  
  On May 18, 2023, per your phone request your account was cancelled.  Information regarding the remaining balance for your 2nd shipment and the  60 Day Money-Back guarantee available was provided, as orders shipped prior to cancellation will continue to bill as scheduled until either paid in full or returned for credit within the 60-Day Money-Back Guarantee. 
  
  On June 11, 2023, the 2nd installment of $46.44 for your 2nd shipment was charged as scheduled, leaving a balance of $46.42. 
  
  We regret that you experienced any difficulty with the cancellation process through online self-service membership management; please be advised that if popups are being blocked by the web browser, this could interfere with the functionality of this area.
  
  While our records do not reflect your 2nd shipment has been received as a return to present date, as a gesture of goodwill and in an effort to resolve this matter, the remaining balance of $46.42 has been cleared. Additionally, a pre-paid return label has been issued to assist with the return of this shipment at no additional cost to you. Please allow **** business days for that label to arrive by mail, and follow the enclosed instructions to return the shipment. Your guarantee period for your 2nd shipment has also been extended by an additional 30 days; once the return is received within the extended guarantee period, a refund of the shipment's purchase price will be issued (minus shipping and handling, per the terms of our guarantee).
  
  Your smileactives account remains closed, and nothing further will be shipped or billed. 
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:05/26/2023

  Type:Delivery 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 "buy one get one" order from Smileactives, the cost was $26.34 including tax. There was nothing in the literature when I placed the order stating that I signed up for a recurring order. A few weeks later I got an email from Paypal, not the company, stating that I was charged $29.80 from Smileactives. I barely started using the original product and they were already sending more?? I called the customer service line to cancel. They said the product was already on the way. They told me I would be billed $29.80 three times for the product that was on the way. One each month for the next 3 months. Two of those already went through Paypal, One on May 3rd and one the next day, on May 4th. I cancelled on May 4th so they must have gone in and quickly put the 2nd payment through. Ridiculous!!!!! So $29.80 X 3 payments is $89.40. $89.40 plus the original $26.34 is $115.74. So I am paying $115.74 for 2 very small bottles of whitening toothpaste. After reading other complaints I am sure that somewhere in the companies trial offer was a subsciption clause that I would not have agreed to had seen it. This is a total and complete scam if I ever saw one. Their ratings and comments on BBB are terrible. I will send back the unordered product but at THEIR expense so I will need a shipping label from them. And then I want my account adjusted to $0 and completely closed. No more product sent, no more billing.

  Business Response

  Date: 06/06/2023

  *******************************
  227502 ***********
  ******, ** 54401-7115
  
  
  Date: 06/05/23
  
  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.
  
  While you may notice a trend with the reviews or complaints regarding our continuity program, please keep in mind that happy customers generally do not leave any kind of reviews regarding their experience; the reviews and complaints that the Better Business Bureau receives reflect only a small portion of our customers.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives on April 3, 2023.?? As part of their initial purchase, customers enrolling in the smileactives member program are informed they will receive automatic shipments until they cancel or make changes to their membership: this information is clearly stated on the order page of our website, in bold print which is the same size text as the rest of the page, and is provided prior to any personal information being entered. 
  
  More specifically, the offer you selected states that: "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 smileactives 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.
  You are in control of your membership, call or visit www.smileactives.com/account to customize your kit, modify shipping intervals, or to cancel your subscription. There is no commitment and no minimum to buy." The products are also shipped with information reiterating the terms and benefits of membership, including the next scheduled shipment date, the shipment's total cost, and its payment schedule.
  
  Before customers may finalize their membership purchase, they also must check a box that states they agree to the provided terms of the purchase. This box 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." By checking that box, you agreed to the terms of the offer. We regret if you found this offer unclear in any way.
  
  On April 3, 2023, your initial order (a 30-day supply) was sent for a total of $26.32 (including $1.37 ** Sales Tax) and billed in full to the PayPal account provided.? 
  
  On May 3, 2023, per the terms of the offer, your 2nd shipment (a 90-day supply) began processing for delivery, for a total of $88.42 (including $8.97 s&h and $4.60 **?Sales Tax) to be billed in 3 installments over 31-day billing cycles. We received authorization from the PayPal account on file for payment of its 1st installment for $29.80 at this time.  
  
  When a shipment starts processing delivery, payment is submitted to your financial institution for approval first: this may not always be the same date that we charge your credit card. Funds in the amount authorized are often held by your financial institution for 3-5 business days and may not be available to you during such time.? As procedures vary amongst financial institutions, you may wish to check with PayPal and/or your financial institution in terms of how they handle authorizations. Typically, in any case, the amount authorized does not appear on your statement, just the amount ultimately charged. 
  
  On May 4, 2023, your 2nd shipment was sent and the 1st installment of $29.80 was finalized as a charge, leaving a balance of $58.62.
  
  Also on May 4, 2023, per your phone request, your account was cancelled, and information regarding the remaining balance as well as the 60 Day Money-Back guarantee available was provided. 
  
  On May 22, 2023, per your phone inquiry, return instructions were provided.
  
  Although our records do not indicate that any returns have been received to present date, as a gesture of goodwill in an effort to resolve this matter, the remaining balance of $58.62 for your 2nd shipment has been cleared prior to the receipt of any returns on your account. Once your return is received within the guarantee period, a refund of the purchase price will be issued (minus shipping and handling costs, per the terms of our satisfaction guarantee).
  
  Your smileactives account remains closed, with nothing further to be shipped or billed. 
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 06/28/2023

   
  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:05/18/2023

  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.

  On August 11, 2022, I ordered $27.26 worth of products from SmileActives and unknowingly signed up for an auto-renewal subscription service during the transaction. After reviewing BBB complaints, I see this is a very common experience for SmileActives customers. I was then charged $90.53 the next month on September 16, 2022. I never received a notification from the company about an upcoming order or even a shipment/tracking email. All I received was a notification of a charge from my credit card company-- this is very uncommon and has never happened to me when using subscription services. I was not able to get them to cancel the order. I cancelled the subscription, only after being on chat for longer than three hours. I agreed with the customer support agent to return the items and then get a refund. They refused to send me a shipping label via email and would only send it via traditional mail. The products arrived within a week of canceling the account. I waited over two months to receive the shipping label. I contacted them numerous times to check on the progress of the shipping label but never received a reply. I was worried about how long it was taking to arrive as I was in the process of moving to the **************. Only after I had moved from my residence, did the return label arrive. I am now not able to return the products. On April 14, 2023, I received a notice from the ****************** demanding to collect the debt of $90.53. But, when I enter my account number on their website, it does not find my account and I cannot actually pay the charge.This has become very frustrating and I would just like SmileActives to leave me alone. I am worried for my US credit history-- which until now has been immaculate.Thank you very much for your help and I look forward to hearing back from you. Best, *******************

  Business Response

  Date: 05/29/2023

  Ms. **************************************************************************** 20018-1067
  
  
  Date: 05/29/23
  
  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 August 11, 2022.??As part of their initial purchase, customers enrolling in the smileactives member program are informed they will receive automatic shipments until they cancel or make changes to their membership: this information is clearly stated on the order page of our website in the shopping cart, and is provided prior to any personal information being entered; before customers may finalize their membership purchase, they must check a box that states they agree to the provided terms of the purchase - by checking that box, you agreed to the terms of the offer. The products are also shipped with information reiterating the terms and benefits of membership, including the next scheduled shipment date, the shipment's total cost, and its payment schedule. We regret if you found the offer unclear in any way.
  
  On August 16, 2022, your initial order (a 30-day introductory supply, with a buy-one-get-one-free promotion) was sent for a total of $26.95 (including $2.00 ** Sales Tax) and billed in full to the credit card provided.? 
  
  On September 16, 2022, per the terms of the offer, your 2nd shipment (a 90-day full-sized supply) was sent for a total of $90.53 (including $8.97 s&h and $6.71 **?Sales Tax) to be billed in 3 installments over 31-day billing cycles. The 1st installment of $30.66 was charged when it shipped, leaving a balance of $59.87.
  
  Also on September 16, 2023, per your Live Chat requests, your account was cancelled and information was provided about your 2nd shipment's remaining balance. Return instructions were provided, as cancelling an account does not cancel the balance due for orders already shipped prior to cancellation. Order sent prior to cancellation will continue to bill as scheduled until paid in full or returned for credit within the 60-Day Money-Back Guarantee. A postage prepaid return label was issued the following date, to assist with the return of your 2nd shipment at no additional cost to you; this label was mailed on 9/19. Unfortunately, our prepaid return labels are presently only available via **** and cannot be emailed; we appreciate your feedback.
  
  As no returns had been received, on October 17, 2022, the 2nd installment of $29.94 for your 2nd shipment was charged to the credit card on file as scheduled, leaving a balance of $29.93. 
  
  On October 25, 2023, your financial institution reversed the 1st installment of $30.66 for your 2nd shipment. While this chargeback created a credit in your favor with your financial institution, it restored the amount of $60.29 due and payable to smileactives. Monthly balance reminders were therefore sent. 
  
  On November 11, 2023, your financial institution also reversed the 2nd installment of $29.94 for your 2nd shipment. This chargeback restored the full cost of $90.53 for the shipment as due and payable to smileactives. Reminder notices continued to be sent monthly, reflecting this updated balance.
  
  Please be advised that our records do not reflect any contact received in reference to your account after your cancellation request was processed on September 16, 2023.
  
  Although you state in your narrative that your 2nd shipment has not been returned, as a gesture of goodwill in an effort to fully resolve this matter, the remaining balance of $90.53 has been cleared; ****************** has also been notified to remove your account from collections. Please consider any invoices received after the date of this correspondence as having been crossed in the mail. 
  
  Your smileactives account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:05/04/2023

  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.

  I purchased a whitening teeth. The ad said $27.50 trial. They sent the trial. I canceled, but they continue to bill me. They are billing me in the amount of $30.50 and when I call and ask them they tell me a different amount Like $18.50. I canceled on March 27 2023 and they billed me on March 30/2023. Every time I call they give me the run around. They advertise that you can cancel at anytime. I would like to be refunded in the amount of $30.50 and for this to canceled.

  Business Response

  Date: 06/02/2023

  *************************
  ********************
  ************, ** 63017
  
  
  Date: 06/02/23
  
  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 re-enrolled by phone for automatic shipments of smileactives on February 24, 2023.
  
  As part of their initial purchase, customers enrolling in the smileactives member program are informed they will receive automatic shipments until they cancel or make changes to their membership. The products are also shipped with information reiterating the terms and benefits of membership, including the next scheduled shipment date, the shipment's total cost and payment schedule, as well as information about the satisfaction guarantee available.
  
  On February 24, 2023, your initial order (a 30-day supply) was sent for a total of $26.00 (including $1.05 MO Sales Tax) and billed in full to the credit card provided.? 
  
  On March 26, 2023, per the terms of the offer, your 2nd shipment (a 90-day supply) began processing for delivery, for a total of $90.49 (including $11.97 s&h and $3.67 MO?Sales Tax) to be billed in 3 installments over 31-day billing cycles. We received a payment authorization from the credit card on file for the 1st installment of $30.50 at this time. 
  
  On March 27, 2023, per your phone request, your account was cancelled. We regret to learn that this call was disconnected before any information could be provided about the balance scheduled to bill for your 2nd shipment, or about the 60-Day Money Back Guarantee available for it. Please be advised that while cancelling an account stops all future shipments, it does not cancel the balance due for orders already processing for shipment at the time of cancellation. Orders that are already processing for shipment 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. 
  
  On March 28, 2023, your 2nd shipment was sent and the 1st installment of $30.50 was finalized as a charge; on April 28, 2023, the 2nd installment of $29.99 was charged to the credit card on file as scheduled, leaving a balance of $30.00. 
  
  On May 4, 2023, per your phone inquiry regarding the April payment, the total cost and installment billing for your 2nd shipment was explained.  As a courtesy at this time, the remaining balance of $30.00 was removed.
  
  As our records do not reflect that your 2nd shipment was received as a return, there is no refund due. 
  
  Your smileactives account remains closed, and nothing further will be shipped or billed. 
  
  Sincerely,
  
  ****************
  Contact Center Operations Director