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:05/03/2023

  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 purchased SmileActives teeth whitening products after seeing an ad on social media. I received the order and was pleased with it, but not planning to purchase future items as I found it expensive and not a good value. I couple of months later I received another delivery which I kept because I thought it was part of my previous order. Yesterday, I received another order @ $58.90. After examining the invoice, I noted that, in fact, I was set up for a subscription at $149.85 and the shipment cost of $58.90. I went to the SmileActives website to try to cancel, but there is NO WAY TO CANCEL FROM THEIR WEBSITE. Totally deceptive! They make it, virtually, impossible to cancel the "subscription"!!!!!!! When I dialed the business phone number, I was on hold for 30 minutes and ultimately disconnected. I will dispute these charges with my credit card company. What a SCAM!

  Business Response

  Date: 05/11/2023

  *******************************
  100 ***********
  Apt 626
  ********, ** 30058-4964
  
  
  Date: 05/11/23
  
  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 online for automatic shipments of smileactives on November 30, 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. 
  
  More specifically, the offer you selected states that: "One month after your first order is shipped, and then every three months thereafter, you will be sent a new three month supply of smileactives Daily Pro Whitening Gel, Advanced Whitening Pens and replacement brush heads. Each shipment will be charged to the card you provide today, in three monthly payments at the low price of $49.95 plus $3.99 for shipping and handling per month, unless you call or visit www.smileactives.com/account to cancel. There is no commitment and no minimum to buy. All orders are subject to applicable sales tax." 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 December 2, 2023, your initial order (a 30-day supply) was sent for a total of $53.95 (including $4.00 ** Sales Tax) and billed in full to the credit card provided.? 
   
  On January 4, 2023, per the terms of the offer, your 2nd shipment (a 90-day supply) was sent as scheduled for a total of $174.76 (including $11.97 s&h and $12.94 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles. The 1st installment of $58.90 was charged to the credit card on file at the time of shipping; the 2nd and 3rd installments of $57.93 each were charged on February 4th, and March 7th, respectively. 
  
  On April 5, 2023, per the terms of the offer, your 3rd shipment (a 90-day supply) was sent as scheduled for a total of $174.76 (including $11.97 s&h and $12.94 **?Sales Tax) to be billed in 3 installments over 31-day billing cycles. Your 1st installment of $58.90 was charged at this time, leaving a remaining balance of $115.86.
  
  On April 14, 2023, per your phone request, your account was cancelled. Information was provided about the remaining balance to be billed for your 3rd shipment, as well as the satisfaction guarantee available for it; orders shipped prior to cancellation will continue to bill as scheduled until paid in full or returned for credit within the 60-Day Money-Back Guarantee. As a courtesy at this time, the remaining balance of $115.86 was removed in advance of any returns received. 
  
  We regret to learn that you encountered 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. 
  
  If you would like to take advantage of the 60-Day Money Back Guarantee which is still available for your 3rd shipment, you can simply return the product(s) within 60 days of receipt, 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. As a gesture of goodwill, the guarantee period for this shipment has also been extended by an additional 30 days.
  
  Your smileactives account remains closed, and nothing further will be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:04/13/2023

  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 have attempted to cancel my subscription a number of times and they keep billing me - I moved and they now have a credit agency coming after me for $24.53 which is insane. I have no idea how to pay this (the collections agency can only be contacted by giving them my credit card details over the phone - which I will not do) and smile actives is still refusing to cancel my account. I am totally stuck and being harassed. Please help.

  Business Response

  Date: 04/20/2023

  Ms. **************************************************************************************************** ** 76205-8106
  
  
  Date: 04/20/23
  
  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 January 9, 2021.??
  
  On January 11, 2021, your initial order (a 30-day supply) was sent and billed in full to the provided PayPal account.
  
  On February 10, 2021, your 2nd shipment (a 90-day supply, to be billed in 3 installments over 31-day billing cycles with the 1st payment charged at time of shipment) was sent and charged to the PayPal account on file. Two additional full-sized shipments were sent as scheduled - approximately every three months - in May and in August, with each full-sized shipment billed over 3 installments.
  
  Our records indicate that on August 12, 2021, we received your Live Chat request to cancel your smileactives account, but you instead accepted an offer to postpone your next shipment as well as receiving free s&h on it. Your account was placed on hold until January 31, 2022, at which point regular shipments and billing resumed.  
  
  Three additional full-sized 90-day shipments were sent as scheduled - approximately every three months - in February, May, and August 2022. 
  
  On October 4, 2022, we attempted to process your 3rd installment of $24.53 as scheduled for your August 2022 shipment, but the request was declined by PayPal. Monthly balance due reminders have therefore been sent.
  
  On November 4, 2022, your next scheduled shipment was placed on hold due to the invalid payment information on file for your account. 
  
  On December 2, 2022, your address was updated per notification from **** of *******of-Address.
  
  On April 2, 2023, your account was automatically canceled due to the amount of time it was on hold without any updates or payment; please be advised that our records do not reflect any contact was received in reference to your account between August 12, 2021, and April 3, 2023.
  
  Per your phone and chat inquiries on April 3, 2023, we learned that you had not received your August 2022 shipment. Because this shipment was well outside its 60-day Money Back Guarantee by that time, and you declined the option to replace this shipment on payment of its balance, your request to clear the balance owed was forwarded for review.  
  
  On April 4, 2023, your request for exception to the limits of our satisfaction guarantee was approved, at which time the remaining balance of $24.53 was cleared. Additionally, ****************** was notified to remove your account from collections. Please consider any invoices received after this date to have 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:03/31/2023

  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 the trial product. I called and told them I didn't want any more product. But after that they sent me product that I did not order and was billed $90 for it. So I entered a chat with them (which I saved in case I needed it), and they said I could send it back (at MY expense) and I would get refunded $59 ($90 less the shipping and "handling".) During the chat they tried to get me to purchase a whitening pen, which I declined. Why didn't they offer that to begin with??? So I'm out over $30 for a product I never ordered. And to top that off, the product didn't even work even though I followed the directions. Stay away from this company. I Would give this company a 0 rating if I could. It is a total scam. And the ratings on it 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: 04/11/2023

  ***********************
  27 ************
  **************, ** 28792-7423
  
  
  Date: 04/10/23
  
  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 February 11, 2023.?? 
  
  On February 13, 2022, your initial order (a 30-day introductory supply) was sent for a total of $26.64 (including $1.69 ** Sales Tax) and billed in full to the credit card provided.? 
  
  On March 15, 2023, per the terms of the online offer, your 2nd shipment (a 90-day full-sized supply) was sent for a total of $89.49 (including $8.97 s&h and $5.67 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles. The 1st installment of $30.24 was charged to the card on file at this time, leaving a balance of $59.25. **** tracking #********************** indicates this shipment was delivered on March 17, 2023.
  
  On March 21, 2023, per your phone and Live Chat requests, your account was cancelled.  Information was provided regarding the remaining balance due for your 2nd shipment, as well as return instructions to take advantage of the satisfaction guarantee available. Cancelling future shipments does not cancel the balance owed for products sent prior to cancellation; shipments already 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.
  
  Please be advised that our records do not reflect any calls, chats, or emails received in reference to your account prior to March 21st. 
  
  As a gesture of goodwill and in an effort to fully resolve this matter, the remaining balance of $59.25 for your 2nd shipment has been removed in advance of any returns received on your account. In addition, a postage pre-paid return label has also been issued to assist with the return of your 2nd shipment at no additional cost to you. Please allow **** business days for that label to arrive by mail. Once your return is received and processed within the guarantee period, a full refund of the shipment's purchase price (less s&h, per the terms of our guarantee) will be issued.
  
  Your smileactives account remains closed, and nothing further will be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 04/28/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  I have sent the product back to the business with the return label they sent me.  I expect that this is the end of it, I will be refunded anything I owe, what I've paid so far for the product that I sent back, and my account with them is closed/cancelled and I will owe no more to them.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:03/30/2023

  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.

  Note all three phone calls were recorded since I figure it was a scam. So I ordered Smileactives on 6-14-2022. We I received the teeth-whitening toothpaste I realized it was not what I was lead to believe it was. Not having time to waste I just threw it away and forgot about it. However, I noticed the second paypal charge on 7-15-2022 and called to find out why. They explained I was on a subscription that I was not aware of so I just asked them to cancel unfortunately they never did. On 2-6-2023 while reviewing my paypal account which I rarely use I realized they were still charging a $30 a month and haven't stopped since June 2022. Called them again and they said they would cancel it. However, just the other day on 3-19-2023 they charged me another $30. I just got off the phone with them (3-22-2023) and again they stated they will cancel my subscription, but of course I don't believe that for a second. Please help!

  Business Response

  Date: 04/10/2023

  *********************************
  ********************************************************************************-3903
  
  
  Date: 04/10/23
  
  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 June 14, 2022.?? 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: this information is clearly stated on the order page of our website. The products are also shipped with information reiterating the terms and benefits of membership, including the next scheduled shipment date as well as information on how to take advantage of the 60-Day Money-Back Guarantee available on every shipment. 
  
  On June 15, 2022, your initial order (a 30-day introductory supply) was sent for a total of $26.95 (including $2.00 ** Sales Tax) and billed in full to the PayPal account provided.? 
   
  On July 14, 2022, per the terms of the offer, your 2nd shipment (a 90-day full-sized supply) began processing for delivery, for a total of $90.53 (including **** s&h and $6.71 **?Sales Tax) to be billed in 3 installments over 31-day billing cycles. We received payment authorization from the PayPal account on file for its 1st installment of $30.66 at this time. 
  
  On July 15, 2022, we received your phone request to cancel. Information was provided about your 2nd shipment already in processing, as it could no longer be prevented from shipping by that time. We regret to learn that your request to cancel all future deliveries subsequent to the shipment already in processing was not correctly escalated for prompt completion at this time, and would like to apologize for any inconvenience which resulted from instead being advised to call back on receipt of the shipment to complete your cancellation request. Please rest assured that your experience has been fully reviewed and will be used to improve our services moving forward.
  
  Also on July 15th, your 2nd shipment was sent and the previously-authorized 1st installment of $30.66 was finalized as a charge; the 2nd and 3rd installments of $29.94 and $29.93 each were charged on August 15, and September 15, 2022, respectively. 
  
  On October 16, 2022, your 3rd shipment was sent for a total of $90.53 to be billed in 3 installments over 31-day billing cycles. The 1st installment of $30.66 was billed at the time of shipping; the 2nd and 3rd installments of $29.94 and $29.93 each were charged on November 17, and December 18, 2022, respectively. 
  
  On January 16, 2023, your 4th shipment was sent for a total of $90.53 to be billed in 3 installments over 31-day billing cycles. Your 1st installment of $30.66 was billed at the time of shipping, leaving a balance of $59.87.    
  
  On February 6, 2023, per your phone request, your account was cancelled and information was provided regarding the remaining scheduled payments for your 4th shipment, as orders sent prior to cancelation will continue to bill as scheduled until either paid in full or returned for credit within the 60-Day Money-Back Guarantee.  
  
  On February 16, 2023, the 2nd installment of $29.94 for your 4th shipment was charged as scheduled; the 3rd and final payment of $29.93 was charged on March 19, 2023, at which time your account was paid in full.  
  
  On March 22, 2023, per your phone inquiry, your prior account cancellation and current paid-in-full status were confirmed. As no supervisors were available to take your requested transfer at this time, a request was submitted for a supervisor to call you back.
  
  On March 23, 2023, a  voicemail message was left by a supervisor at the phone number on file, once more confirming your account's cancelled and paid-in-full status as well as providing contact information for any further inquiries. 
  
  As our records indicate that all shipments were confirmed as delivered per **** tracking numbers, and none have been received as returns, there is no refund due.
  
  Your smileactives account remains closed, with nothing further to be shipped or billed. 
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:03/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In October, I ordered a sample and tried the product. I did not like or want more and I notified SmileActives and told them so. I told them on a website and I also called them. On returning from vacation, I found a package from them at my front door. I did not open it but I did call them. I was told that they hadn't cancelled my order. They said something like I should have called them in March to tell them to cancel the delivery. I had already cancelled and can't understand why there was a delivery in the first place. After calling Amex, I found they charged me over $50. Now, they said they are sending me a return address label and I can send it back. So, now, I am responsible for taking the time and spending the money to return something that I did not order in the first place. It is really upsetting. If I had not come home from being away, I would not even know there was a package there. I look at this as a fraudulent sale. Getting unwanted and unsolicited items and then having it up to me to return it is very upsetting.

  Business Response

  Date: 04/10/2023

  *******************************
  77 ****************
  ********, ** 11714-1324
  
  
  Date: 04/10/23
  
  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 by phone for automatic shipments of smileactives on October 4, 2022.? 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. The products are also shipped with information reiterating the terms and benefits of membership. 
  
  On October 5, 2022, your initial order (a 30-day introductory supply) was sent for a total of $27.10 (including $2.15 ** Sales Tax) and billed in full at this time to the credit card provided.? 
  
  Our records indicate that on October 12, 2022, we received your phone request to cancel your smileactives account, but you accepted an offer to postpone your next shipment instead, allowing time to try out the products and determine if you wanted to continue with auto-delivery membership. The account was placed on hold until March 4, 2023, at which point regular shipments and billing would resume.
  
  Following a brief inventory delay, on March 8, 2023, your 2nd shipment (a full-sized 90-day supply) was sent as scheduled for a total of $94.30 (including $11.97 s&h and $7.48 **?Sales Tax) to be billed in 3 installments over 31-day billing cycles. The 1st installment of $32.12 was billed at this time to the credit card on file, leaving a balance of $62.18.  
  
  On March 30, 2023, per your multiple phone requests, your account was cancelled, and the remaining balance due for your 2nd shipment was also cleared at this time, in advance of any returns received, as a courtesy.
  
  As a gesture of goodwill in an effort to resolve this matter, a postage pre-paid return label has also been issued to assist with the return of your 2nd shipment at no additional cost to you. Please allow **** business days for that label to arrive by mail.  Once your return is received and processed, a refund of the shipment's purchase price (less s&h, per the advertised terms of our 60-Day Money-Back Guarantee) will be issued. 
  
  Your smileactives account remains closed, and nothing further will be shipped or billed.?
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:03/30/2023

  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.

  On or about 12-13-2022 I purchased a trial pack of smile actives. I have been billed on 12-13-2022 through Paypal ***** and on 1-13-2023 *****. I got an e-mail stating they were readying another shipment I called and I thought I had canceled. I also at that time terminated my Paypal recuring charge agreement. I have never received any thing but the first trial shipment from the company, however I keep getting billed for ***** for something. I have repeatedly tried to call the company and get a busy signal. I have also tried chat and have never found it online. I do not want any more product nor do I wish to be billed for something I didn't receive. 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 any shipments if I had seen it. I want the company to stop billing me for *****. customer Id ****** order *******.

  Business Response

  Date: 04/10/2023

  Mr. ****************************************************************** ** 73701-9460
  
  
  Date: 04/10/23
  
  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 December 13, 2022.?? 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: this information is clearly stated on the order page of our website, in bold font which is the same size text as the rest of the page. 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.
  
  On December 13, 2022, your initial order (a 30-day introductory supply) was sent for a total of $27.22 (including $2.27 OK Sales Tax) and billed in full to the PayPal account provided.? **** tracking #********************** indicates this shipment was delivered on December 16, 2022.
   
  On January 13, 2023, per the terms of the offer, your 2nd shipment (a 90-day full-sized supply) was sent for a total of $90.63 (including $8.97 s&h and $6.81 OK?Sales Tax) to be billed in 3 installments over 31-day billing cycles. The 1st installment of $30.21 was billed at this time to the PayPal account on file, leaving a remaining balance of $60.42. **** tracking #********************** indicates this shipment was delivered on January 18, 2023.
  
  On February 13, 2023, we attempted to process the 2nd installment of $30.21 as scheduled for your 2nd shipment, but the request was declined by PayPal. This left the remaining balance of $60.42 due, and so monthly balance reminders have been sent.
  
  Please be advised that our records do not reflect any calls have been received from the phone number provided with your order (and this complaint), nor any other contact received via chat and/or email in reference to your account since its inception, to present date. Our website offers multiple options to contact us; we regret if you experienced any difficulty reaching us via any of these channels, as they have been regularly tested without issue. Additionally, we would like to clarify that any chat requests received outside our regular hours of operation are forwarded to email for follow-up.
  
  We appreciate the additional information you have provided via your Better Business Bureau complaint, advising that you did not receive your 2nd shipment. Although **** confirmed this shipment was delivered, and it has not been received to our facilities as a return - and the shipment is no longer within the 60-day Money Back Guarantee - as a gesture of goodwill and in an effort to fully resolve the matter, the remaining balance of $60.42 for your 2nd shipment has been removed, and a full refund of its purchase price totaling $30.21 has been issued. As procedures vary amongst financial institutions, you may wish to check with PayPal for any inquiries regarding the timeframe for this credit to be reflected.
  
  Your smileactives account is now closed as you requested. Nothing further will be shipped or billed. 
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 04/28/2023

   
  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:03/29/2023

  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 purchased with this company under the knowledge that I would be notified before my next shipment since I was trying out the product. For me, I have used it every day (20 days or so) since I received the product. The whitening has not happened. I was going to cancel as soon as I go my notification of the next shipment. That never happened. On 3/19 I was looking at my bank account and there was a charge of $42.24. I called SmileActives and asked to cancel. They said they could not cancel the shipment (which has not gone out yet) and that they could not cancel my subscription that I would have to call tomorrow, Monday 3/20. I called first thing on Monday and they said the product had already gone out, but I could return it. Even though I was very persistant, they tried everything not to cancle my subscription. I finally got the person to say she was cancelling it.Fast forward Wednesday, 3/22, the product is just now being shipped and I notice a second charge for $42.24. I will call them today about this, but this is a SCAM. Stay away from this company.

  Business Response

  Date: 04/06/2023

  *******************************
  10 *************
  ********, ** 31419-8906
  
  
  Date: 04/05/23
  
  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.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives on February 16, 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. 
  
  More specifically, the offer you selected states that: "One month after your first order is shipped, and then every three months thereafter, you will be sent a new three month supply of smileactives 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, unless you call or visit www.smileactives.com/account to cancel. There is no commitment and no minimum to buy. All orders are subject to applicable sales tax." 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 this offer unclear in any way.
  
  On February 17, 2022, your initial order (a 30-day supply) was sent for a total of $37.40 (including $2.45 ** Sales Tax) and billed in full to the PayPal account provided.? 
   
  On March 19, 2023, per the terms of the offer, your 2nd shipment (a 90-day supply) began processing for delivery, for a total of $125.00 (including $11.97 s&h and $8.18 **?Sales Tax) to be billed in 3 installments over 31-day billing cycles. We received an payment authorization from PayPal for the 1st installment of $42.24 at this time. 
  
  Your payment is submitted to your financial institution for approval at the time your shipment begins processing for delivery; this payment authorization is not finalized as a charge until the shipment has been sent. 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 want to check with your financial institution and/or PayPal in terms of how it handles authorizations. Typically, in any case, the amount authorized does not appear on your statement, just the amount ultimately charged.
  
  Also on March 19th, we received your phone request to cancel. As your 2nd shipment had already entered processing for delivery and could no longer be prevented from shipping by that time, we regret to learn that your request to have future shipments cancelled was not correctly escalated, in order to be processed as soon as the shipment status had updated. Please rest assured that your experience has been fully reviewed and will be used to improve our services moving forward.
  
  On March 20, 2023, per your phone request, your account was cancelled; as your 2nd shipment still could not be prevented from shipping, information regarding the 60-Day Money Back Guarantee available was also provided.
  
  On March 21, 2023, your 2nd shipment was sent. The 1st installment of $42.24 was finalized as a charge at this time, leaving a balance due of $82.76.
  
  On March 22, 2023, per your phone inquiry, the payment authorization process was explained. Information was also provided once more about the 60-day Money-Back Guarantee available for your 2nd shipment, as orders that have been processed or are in processing at the time of cancellation will continue to bill as scheduled until either paid in full or returned for credit. 
  
  As a gesture of goodwill and in an effort to resolve this matter, the remaining balance of $82.76 for your 2nd shipment has been removed in advance of any returns received on your account. If you would like to take advantage of the 60-Day Money Back Guarantee available for your 2nd shipment, you can simply return the product(s) within 60 days of receipt, 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. 
  
  Your smileactives account remains closed, with nothing further to be shipped or billed. 
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 04/28/2023

   
  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.  Eventhough, they do not warn you when the next shipment is being processed.  When I first signed up, I was told I would be warned before the next shipment.  I accept this resolution even if the company has bad business practices.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/29/2023

  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 cancelled my subscription with Smileactives because their product does not work. They gave me a hard time when I cancelled, and I had to answer a million questions via online chat before they would cancel. Anothe reason why I cancelled was that I kept being charged for more products when I wasn't even finished with the old ones. I received another charge one day and asked for a refund because I didn't want it. They told me that the product was already being mailed and I could not receive a refund until I sent the unused product back. Well I never received the product. I also today received a "past due invoice" from them, even though I cancelled my subscription weeks ago. It says to call the phone # or mail the payment in. Super shady.

  Business Response

  Date: 04/05/2023

  Ms. ********************************* **********
  ************, ** 07753-6217
  
  
  Date: 04/04/23
  
  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 December 7, 2022, and your initial order for a 30-day introductory supply was sent the following day (December 8, 2022) for a total of $26.60 (including $1.65 ** Sales Tax) and was billed in full to the PayPal account provided.? 
   
  On January 9, 2023, per the terms of the offer, your 2nd shipment (a 90-day full-sized supply) was sent, for a total of $89.37 (including $8.97 s&h and $5.55 **?Sales Tax) to be billed in 3 installments over 31-day billing cycles. The 1st installment of $30.18 was charged to the PayPal account on file when it shipped, leaving a balance of $59.19. **** tracking #********************** indicates this shipment was delivered on January 18, 2023.
  
  The 2nd installment of $29.58 for your 2nd shipment was charged on February 9, 2022, leaving a balance of $29.60. Also on this date, per your Live Chat request, your account was cancelled, the installment billing for your 2nd shipment was explained, and return instructions were provided. Please be advised that cancelling all future shipments does not cancel the remaining balance owed for products already delivered: shipments sent 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 March 12, 2023, we attempted to process the 3rd and final installment of $29.60 for your 2nd shipment as scheduled, but the request was declined by PayPal. This left the remaining balance of $29.60 due, and so a balance due reminder was sent.?? 
  
  Although our records do not indicate that any returns have been received on your account to present date, as a gesture of goodwill in an effort to fully resolve the matter, the remaining balance of $29.60 has been cleared. 
  
  Your smileactives account remains closed, and nothing further will be shipped or billed.?
  
  Sincerely,
  
  ****************
  Contact Center Operations Director
  

  Customer Answer

  Date: 04/27/2023

  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.

  
  

  I would just like to note that I never received the second shipment that SmileActives is referring to, which I why no products have been sent back. So I was charged for something I never received. 

  
  

  Sincerely,

  
  

  ***************************

• Initial Complaint

  Date:03/17/2023

  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 tooth ******** from this company on 3/08/2023 and was received. I now want to cancel any further orders I was told I could do. I think it cost too much. I called the customer service # **************, nobody took my call. I tried 3 more times, then I called the order line and was told no one there could help me. At this point I don't want to get any more of this product. the item # SA2A0424 customer#****** order#******* order date 3/08/2023.c

  Business Response

  Date: 03/30/2023

  ************************************
  ***************************
  Apt 203C
  ************, ** 46227-2908
  
  Date: 03/29/23
  
  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 by phone for automatic shipments of smileactives on March 8, 2023.  
  
  On March 9, 2023, your initial order (a 30-day introductory supply) was sent for a total of $26.70 (including $1.75 IN Sales Tax) which was billed in full to the credit card provided. 
  
  On March 17, 2023, per your Live Chat request, your account was cancelled. We regret to learn that you experienced any difficulty reaching our **************** by phone, as this has been regularly tested without issue. We also regret to learn that you were not offered the option to transfer to **************** when calling our **************** on this date, and would like to apologize for any inconvenience which resulted. Please rest assured that your experience has been reviewed and will be used to improve our services moving forward.
  
  Your smileactives account remains closed, and nothing further will be shipped or billed. 
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 03/31/2023

   
  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:03/10/2023

  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.

  On February 6, 2023 I ordered the whitening powerhouse pen and gel duo from SmileActives for $42.34. This was supposed to be a one time order. I received the product and did not like it because it made my gums feel like needles were being stuck in the them. I did not contact the company for a refund and threw the product away. On Tuesday, March 8, 2023 I received notification that my credit card was being charged $47.07 for another shipment of SmileActives. I immediately contacted this company through livechat and told them I did not order a subscription and to immediately cancel my account. They then tried to pause the order without cancelling the order and transaction. When I told them to cancel through livechat suddenly the chat went dead. I contacted them again through livechat on March 9, 2023 telling the agent to again cancel the subscription immediately and do not charge my credit card. He again tried to just pause the subscription. I told him that I wanted to immediately cancel the subscription and I do not want any more shipments. He argued with me some more about cancelling and when I insisted the livechat ended again stating technical difficulties. My credit card was still charged the $47.07 and I will owe 3 more payments for something I did not sign up for.

  Business Response

  Date: 03/23/2023

  ***************************
  ***************************
  Unit 2903
  **************, ** 23462-3286
  
  
  Date: 03/22/23
  
  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 regret to learn that you may have experienced a potential reaction with smileactives, as you have stated. A Customer Specialist will be contacting you within the next few business days to discuss your experience. It is of utmost importance to us that any potential reaction is documented and addressed. 
  
  Our records reflect that you enrolled online for automatic shipments of smileactives on February 6, 2023. 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: this information has not been made uneasy to read 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. 
  
  On February 7, 2023, your initial order (a 30-day introductory supply) was sent for a total of $42.35 (including $2.40 VA Sales Tax) and billed in full to the PayPal account provided.? 
   
  On March 8, 2023, per the terms of the offer, your 2nd shipment (a 90-day full-sized supply) began processing for delivery, for a total of $139.73 (including $11.97 s&h and $7.91 VA?Sales Tax) to be billed in 3 installments over 31-day billing cycles. We received payment authorization for its 1st installment of $47.07 from the PayPal account on file at this time.
  
  Also on March 8th, per your Live Chat request, your account was cancelled and information regarding the shipment already being processed, as well as the 60-day Money Back Guarantee available for it, was provided. Orders that have already processed at the time of cancelation cannot be prevented from shipping: they will be sent, and will continue to bill as scheduled until either paid in full or returned for credit within the 60-Day Money-Back Guarantee. 
  
  On March 9, 2023, your 2nd shipment was sent, and the previously-authorized payment of $47.07 was finalized as a charge, leaving a balance of $92.66.
  
  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 $92.66 has been cleared. If you would like to take advantage of the 60-Day Money Back Guarantee available for your 2nd shipment, you may simply return the containers within 60 days of receipt to receive a refund (minus shipping and handling), even if the bottles are empty. A postage prepaid return label has also been issued to assist with the return of this shipment at no additional cost to you: please allow 7 - 10 business days for arrival by mail.
  
  Your smileactives account remains closed, with nothing further to be shipped or billed. 
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 03/23/2023

   
  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,
  
  ***********************