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:02/28/2023

  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.

  My name is ********************* ************************* and I ordered this product for a one time purchase!!! They put me in an auto shipment program I was unaware of and never authorized!! I tried cancelling the auto shipment online to no avail and it is impossible to communicate with them over the phone. This is an unlawful practice and its practically stealing from unsuspecting customers! The product does not do what they tout and I want my money back and this auto shipment cancelled. Smile actives is not authorized to charge my credit card.

  Business Response

  Date: 03/10/2023

  *************************
  201 **********
  *********, ** 07631-2213
  
  
  Date: 03/09/23
  
  Complaint ID: ********
  Account Number: ******
  File Number: **********
  
  Dear ************,
  
  Thank you for contacting ** 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 ** know about your experience.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives on January 22, 2023.  
  
  We make every effort to be forthcoming regarding our promotions, offers, and satisfaction guarantee available for smileactives via the website, TV infomercials, inbound sales phone line, print materials, product packaging, and billing. Information regarding the terms of the online offer and the continuity program is provided in the shopping cart prior to any personal information being entered; these terms are bold print and in the same size font 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. Your authorization of future shipments and associated charges was provided by checking this box to complete your initial order.  
  
  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 shipment's total cost, the payment schedule, and the next scheduled shipment date. We regret if you found the offer unclear in any way. 
  
  On November 23, 2022, your initial order (a 30-day introductory supply) was shipped for a total of $37.27 (including $2.32 ** Sales Tax) and billed to the PayPal account provided. 
  
  On February 22, 2023, per the terms of the agreement, your 2nd shipment (a 90-day full-sized supply) was sent as scheduled, for a total of $124.56 (including $11.97 s&h and $7.74 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles to the credit card on file. Your 1st installment of $42.06 was billed at the time of shipping to the PayPal account on file, leaving a balance of $82.50.
  
  On February 28, 2023, per your phone request, your account was cancelled and information regarding the balance remaining for your 2nd shipment was provided. Please be advised that while cancelling an account stops all future shipments, it does not cancel the balance due for orders already shipped prior to cancellation. They will continue to bill as scheduled until paid in full or returned for credit within the 60-Day Money-Back Guarantee. 
  
  Although our records do not indicate that any returns have been received to present date, as a gesture of goodwill the remaining balance of $82.50 has been cleared. If you would like to take advantage of the 60-Day Money Back Guarantee available, you may simply return the containers within 60 days of receipt to receive a full refund of the purchase price (minus shipping and handling), even if the bottles are empty.
  
  Your smileactives account remains closed, with nothing further to be shipped or billed. 
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 03/10/2023

   
  Complaint: 19510671
  
  I am rejecting this response because:  I did purchase a one time offer of smile actives 2 containers of their teeth whitening product.  I also purchase a toothbrush.  At no point was I told or was it specified within the offer that this would trigger an auto shipment of additional products or that they would charge my credit card with additional purchases.  That was never shown to me and I would have never accepted such an offer.  If it was deceptively hidden in some small print within the offer, I did not see it or else I would have rejected it.  I will accept the clearing of my alleged balance of $82.50, as I have already paid handsomely for tooth paste (that has not delivered on its promise) and a tooth brush.  I have seen many complaints about this specific offer by this company from customers like me who were unaware of the triggering of the auto shipment option.  I no longer wish to pursue this claim if smile actives does good on their promise of not charging me for any alleged remaining balance.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 04/03/2023

  *************************
  ************************
  *********, ** 07631-2213
  
  
  Date: 04/03/23
  
  Complaint ID: ********
  Account Number: ******
  File Number: **********
  
  Dear ************,
  
  Thank you for the opportunity to respond. 
  
  While you may note a trend in complaints regarding our continuity program, please keep in mind that the reviews and complaints the Better Business Bureau receives reflect only a small portion of our customers. Happy customers often do not leave any type of review regarding their experience.
  
  As stated previously, we do make every effort to be forthcoming regarding our promotions, offers, and satisfaction guarantee available for smileactives. Information regarding the terms of the online membership offer, the continuity program, and the cost of future shipments is clearly stated on the order page of our website. This information is provided in the online shopping cart - prior to any personal information being entered - in bold print which is the same size font as the rest of the page, in an effort to make this information stand out and draw a customer's attention. 
  
  The terms of the membership offer which you purchased were also provided in our prior response. 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." We regret if you found the terms of this offer to be unclear in any way.
  
  As also stated previously, in order to finalize their membership purchase, customers 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 ** 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. As also noted previously, the products are also shipped with information reiterating the terms and benefits of membership, including each shipment's total cost and payment schedule, as well as the next scheduled shipment date.
  
  We do offer the ability to purchase smileactives products without a replenishment account. However, customers who choose to place one-time orders are only offered our retail prices. Replenishment customers are offered many great benefits, including discounted prices and free gifts, such as the Buy-One-Get-One-Free introductory membership promotion you chose.
  
  As stated in our prior response, although our records do not reflect your 2nd shipment has been returned to present date, the remaining balance which was due has been removed in full.
  
  To confirm once more, your smileactives account remains closed: nothing further will be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:02/24/2023

  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.

  We ordered a "buy one get one" order from them. It was supposed to be around $40. We got it in the mail with product. Great. Happy. A few months later we get another order, and another charge from them. We didn't sign up for a subscription. I've now read more carefully that they have decided that we are on a subscription. We never signed up for one. They will not let you cancel through the website, you have to call their customer support team. You can only get a refund before 60 days, which is prior to the 2nd shipment. This company is setting customers up to jump through hoops to cancel a subscription which we did not agree to. It is theft.

  Business Response

  Date: 03/23/2023

  *********************************
  **********************************br>Ste *************************************-2623
  
  
  Date: 03/22/23
  
  Complaint ID: ******** 
  Account Number: NA
  File Number: **********
  
  Dear ******************,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.  We also regret the delay in responding to your complaint filed with the Better Business Bureau on February 24, 2023, as we only received this complaint on March 14th. 
  
  Unfortunately, we are unable to locate any smileactives account corresponding to the name, email, phone, or address information you have provided. In order for us to review your concerns we will need the account number, as well as the name and full address where the shipments were sent. Your account number would be located on the enclosed packing slip or invoice enclosed with your most recent order. Once we receive this information, we will take immediate action on your behalf. Once you locate this information, you may forward it to the Better Business Bureau of ********, ** in the form of a Rebuttal to your complaint filed on February 24, 2023. 
  
  Thank you for your understanding in this matter. 
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:02/23/2023

  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 saw an instagram ad for Smileactives to purchase their teeth whitening gel along with their whitening pens and a toothbrush for a total of about $50 (before taxes) which i proceeded to buy under the impression this was a one time purchase. Unbeknownst to me, this purchase locked me into a monthly subscription which I only found out the next month after a PayPal email notified me of this second charge. I then proceeded to cancel the subscription as I was not interested in a monthly subscription. A couple months later I started receiving emails asking to pay my balance of $174.77 with SmileActives to which I have no idea how that makes sense. I presumed this was a spam because as stated prior I cancelled the monthly subscription and also I am a full time student who cannot afford the monthly subscription, and also thought my original purchase was a one time purchase. I spoke with their customer service today and explained everything to them and offered to return all the products but they insist I still have to pay the full $174.77

  Business Response

  Date: 03/22/2023

  *****************************
  *******************************************************************************-4644
  
  
  Date: 03/21/23
  
  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.  We also regret the delay in responding to your complaint filed with the Better Business Bureau on February 23, 2023, as we only received this complaint on March 14th.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives on August 26, 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. 
  
  Your initial order (a 30-day introductory supply) was sent for a total of $53.95 (including $4.00 ** Sales Tax) and billed in full to the PayPal account provided on the same day it was ordered.
  
  On September 25, 2022, per the terms of the agreement, your 2nd shipment (a 90-day full-sized supply) began processing for delivery, for a total of $174.77 (including $11.97 s&h and $12.95 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles. We received authorization for payment of its 1st installment of $58.91 from the PayPal account on file at this time. 
  
  On September 26th, your 2nd shipment was sent. We attempted to finalize the previously-authorized payment for $58.91 at this time, but the request was declined by PayPal. This left the full remaining balance of $174.77 due for the shipment, and so monthly balance-due reminders have been sent. 
  
  Per your phone request on February 23, 2023, your account was cancelled. Information was provided regarding the balance still due for your 2nd shipment, as well as explaining that it was no longer eligible for return, because it was well outside the 60-Day Money Back Guarantee by that time.
  
  While our records do not indicate that any contact was received in reference to your account prior to February 23 - and your 2nd shipment has not been returned  - as a goodwill gesture in an effort to fully resolve this matter, the balance of $174.77 has been removed. Please consider any invoices received after the date of this correspondence as having crossed in the mail. 
  
  Your smileactives account remains closed, with nothing further to be shipped or billed. 
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 03/22/2023

   
  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:02/22/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought whitening toothpaste last August for *****., which was advertised as one tube. They sent another tube and charged my account another $30 in September and I called to complain. They sent another tube and charged my account another $30 in October. I blocked my PayPal account from them and are now sending me a bill for $20.88 for not sure what?? You paid ***** for toothpaste and the scavenger company is trying to bill for more. Not happening

  Business Response

  Date: 03/23/2023

  *******************************
  ********************************************************************-1637
  
  
  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 also regret the delay in responding to your complaint filed with the Better Business Bureau on February 22, 2023, as we only received this complaint on March 14th.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives on August 20, 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. 
  
  On August 22, 2022, your initial order (a 30-day introductory supply) was sent for a total of $26.76 (including $1.81 ** Sales Tax) and billed in full to the PayPal account provided.? 
   
  On September 21, 2022, per the terms of the offer, your 2nd shipment (a 90-day full-sized supply) was sent, for a total of $89.25 (including $8.97 s&h and $5.43 **?Sales Tax) to be billed in 3 installments over 31-day billing cycles. The 1st installment of $59.50 was charged at this time to the PayPal account on file; the 2nd installment of $29.75 was charged on October 22, 2022. 
  
  On October 29, 2023, per your phone and Live Chat requests, your account was cancelled. Information was provided regarding the installment billing for your 2nd shipment, as well as return instructions. As a courtesy (in exception to the terms of our 60-Day Money Back Guarantee which specifies s&h cost as a nonrefundable item) a credit for the s&h paid for your 2nd shipment was issued as well: this reduced the remaining balance due for your 2nd shipment to $20.88.
  
  On November 22, 2022, we attempted to process your 3rd and final installment of $20.88 as scheduled, but the request for payment was declined by PayPal. This left the remaining balance of $20.88 due, and so monthly balance reminders have been sent.
  
  On February 22, 2023, per your phone inquiry, the remaining balance due was explained; while our records do not reflect any returns have been received to present date, as a goodwill gesture the balance was cleared at this time.
  
  Your smileactives account remains closed, with nothing further to be shipped or billed.? 
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:02/22/2023

  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.

  Tried a trial sampler of product. 3 months later realized they were continuing to bill me. I called immediately and was assured they would cancel the ongoing charge. I was told I could get a refund if I wanted just send back any product. They charged me Nov. 7 : ***** Dec. 8: ***** Jan 8: ***** I did not notice the last 2 charges because it was the holidays. When I noticed it I immediately notified my bank to stop charges and called and canceled the service with smileactives directly.I believed they tried to bill my bank again in Feb and when it didnt succeed they mailed me directly asking for another *****. Surely there is some type of law against this type of fraud.

  Business Response

  Date: 04/03/2023

  .Ms. *********************************************************************** 33896-4736
  
  
  Date: 04/03/23
  
  Complaint ID: ********
  Account Number:  ******
  File Number: **********
  
  Dear Ms. ****************** you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience. We also regret the delay in responding to your complaint filed with the Better Business Bureau on February 22, 2023, as we only received this complaint on March 28th.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives on November 5, 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 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 each shipment's cost and payment schedule on the enclosed invoice. 
  
  On November 6, 2022, your initial order (a 30-day introductory supply) was sent for a total of $26.70 (including $1.75 ** Sales Tax) and billed in full to the PayPal account provided. 
  
  On December 7, 2022, per the terms of the offer, your 2nd shipment (a 90-day full-sized supply) was sent for a total of $89.69 (including $8.97 s&h and $5.87 **?Sales Tax) to be billed in 3 installments over 31-day billing cycles. The 1st installment of $30.32 was charged at this time to the PayPal account on file, leaving a remaining balance of $59.37.
  
  On December 14, 2023, per your phone request, your account was cancelled. Information was provided about the remaining balance to bill for your 2nd shipment, as well as the 60-day Money Back Guarantee available for it. Cancelling all future shipments does not cancel the balance owed for products sent prior to cancelation: they will continue to bill as scheduled until either paid in full or returned for credit within the 60-Day Money-Back Guarantee. 
  
  On January 8, 2023, the 2nd installment of $29.69 for your 2nd shipment was charged to the PayPal account on file as scheduled, leaving a remaining balance of $29.68.
  
  On February 8, 2023, we attempted to process your 3rd and final installment of $29.68 as scheduled, but the request was declined by PayPal. This left the remaining balance of $29.68 due, and so monthly balance due reminders have been sent.   ?? 
  
  While our records do not reflect that any returns have been received to present date, as a gesture of goodwill and in an effort to fully resolve this matter, the remaining balance of $29.68 has been cleared. Please consider any invoices received after the date of this correspondence to have crossed in the mail.
  
  Your smileactives account remains closed, with nothing further to be shipped or billed. 
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:02/21/2023

  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 ordered a product and was automatically enrolled into a subscription service. I contacted the company and reported I did not wish to be enrolled. The person, *****, would not remove the subscription so I asked to cancel order and would not do that either. Paypal has canceled the subscription for me but order is still charged. I can return item but will have to pay for ************. I wanted to just delete the order since I do not want to do business with company that sneaks subscriptions in on customers.

  Business Response

  Date: 03/22/2023

  *************************
  2685 **********
  **********, ** 31516-1152
  
  
  Date: 03/21/23
  
  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.  We also regret the delay in responding to your complaint filed with the Better Business Bureau on February 21, 2023, as we only received this complaint on March 14, 2023.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives on February 21, 2023. Your initial order (a 30-day introductory supply) was sent the following day, for a total of $42.75 (including $2.80 ** Sales Tax) which was billed in full to the PayPal account provided.
  
  We 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 contact customer service to cancel or make changes to their membership: this information is clearly stated on the order page of our website, prior to any personal information being entered. Additionally, before their membership purchase can be finalized, customers must also check a box confirming agreement to the provided terms of the purchase. The products are also shipped with information reiterating the terms and benefits of membership. 
  
  We do offer the ability to purchase smileactives  products without a replenishment account. However, customers who choose to place one-time orders are only offered our retail prices. Replenishment customers are offered many great benefits including discounted prices, free gifts, the ability to customize future shipments, and the ability to customize shipping frequency.  
  
  Per your chat request to cancel your membership on February 21, 2022, we note you disconnected from this chat prior to your account being located so that your request could be completed, and before any information could be provided about the satisfaction guarantee available for your order. As your introductory kit was already being processed for shipment, it was no longer possible to prevent it from being sent at this time. However, if for any reason you're not completely satisfied with your purchase, just return the containers within 60 days of receipt, and you'll get a full refund of the purchase price (minus shipping and handling), even if the containers are empty.
  
  As requested, your smileactives subscription has been cancelled; nothing further will be shipped or billed. 
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:02/20/2023

  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 authorized ONE SHIPMENT of SmileActive product on January 8, 2023 via my PayPal account. On February 7, 2023, I was advised a SECOND shipment was in process. I NEVER authorized a SECOND SHIPMENT and immediately contacted ***************************** The **************** representative explained the second shipment had NOT yet left the warehouse as I explained that I had never authorized a second shipment and requested her to immediately stop shipment. She explained she was not certain she could stop the shipment but that she would immediately confirm a cancellation notice to me via e-mail. I did receive the cancellation notice the same day, February 7, 2023.Three days after receiving the cancellation notice, I received a second shipment of product along with a bill exceeding $90! I HAVE NEVER AUTHORIZED ANY SHIPMENTS ABOVE & BEYOND THE INITIAL ORDER DATED JANUARY 8, 2023. Bottom line, this company is intentionally shipping & billing customers for product that was never requested or authorized. I have returned the erroneous second shipment to SmileActive along with documentation proving that I never authorized any shipments beyond my original January 8, 2023 order date.

  Business Response

  Date: 03/23/2023

  Mr. **************************** ************
  **************, ** 30269-1396
  
  
  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 also regret the delay in responding to your complaint filed with the Better Business Bureau on February 20, 2023, as we only received this complaint on March 14th.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives on January 7, 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. Information regarding the terms of the online membership offer and the continuity program is provided in the shopping cart prior to any personal information being entered; these terms are bold and in the same size font as the rest of the page. Before customers may finalize their purchase, they must check a box that states they agree to the provided terms of the purchase: your authorization of future shipments and associated charges was provided by checking this box to complete your introductory kit purchase. The products are also shipped with information reiterating the terms and benefits of membership.
  
  On January 9, 2023, your initial order (a 30-day introductory supply) was sent for a total of $26.70 (including $1.75 ** Sales Tax) and billed in full to the PayPal account provided.?  
  
  On February 7, 2023, per the terms of the offer, your 2nd shipment (a 90-day full-sized supply) began processing for delivery, for a total of $89.69 (including $8.97 s&h and $5.87 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles. We received payment authorization for its 1st installment of $30.32 from the PayPal account on file at this time.  
  ??
  On February 8, 2023, per your phone request, your account was cancelled. However, shipments already in processing for delivery at the time of cancelation cannot be prevented from shipping: they will be sent and will continue to bill until paid in full or returned for credit within the 60-Day Money-Back Guarantee.
  
  Also on February 8th, your 2nd shipment was sent.? We attempted to finalize the previously-authorized payment for its 1st installment at this time, but the request was declined by PayPal. This left the full balance of $89.69 due, and so balance reminders have been sent monthly.
  
  Although our records do not indicate that any returns have been received to present date, as a gesture of goodwill in an effort to fully resolve this matter the balance of $89.69 has been cleared. 
  
  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.

  As a matter of record, the second UNAUTHORIZED shipment made by SmileActives was promptly returned to the company on the day it was received.  I have read a number of customer complaints similar to mine and must note that this company appears to be making UNAUTHORIZED SHIPMENTS to customers as a common practice.  The Better Business Bureau should be advised of this fact.

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

• Initial Complaint

  Date:02/04/2023

  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.

  On 11/14/2022 I ordered the SA2 2PC 30D Duo Entry product with the understanding that I would receive another shipment based on a subscription, with the option of either receiving a refund within 60-days if unsatisfied with the product or or cancel my membership ahead of the renewal. I was not satisfied with the product so I tried to cancel the membership on the website but the cancellation button was non-functional so I just delayed the next shipment until I could figure out how to cancel the membership for certain. On 02/04/2023 I checked the website again to see if I could figure out a way to cancel the membership. The cancel subscription button was still non-functional and the chat feature seemed to work but after going through the options to tell the virtual assistant how I wanted to cancel the membership, it said it needed to connect me to a "beauty advisor" and I was put into a queue at 10:15AM. When I finally connected to an Agent ***** at 10:19AM, there was no response whatsoever and after I typed in that I would be filing a complaint with BBB, the agent left the chat. I then tried to call into the customer service line at ************** and was told to record my issue and I stated "membership cancellation". It them held me in queue with the wait music for approx. 10 minutes so I hung up. I again tried the chat feature around 11:54AM the same day 02/04/2023 and at 12:11PM I was finally able to confirm with an Agent ***** that my membership would be cancelled. However, I also want to mention that this chat itself was not easy with the agent taking about 2-3 minutes for each reply. As for now I have asked the agent to also send an email confirmation of the cancellation but this company is clearly trying to make it as difficult as possible for customers to cancel their subscriptions at all costs.

  Business Response

  Date: 02/17/2023

  ***********************
  11850 **********
  ********, ** 90602-1089
  
  
  Date: 02/17/23
  
  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 November 12, 2022.  
  
  Your initial order (a 30-day introductory supply) was sent on November 14, 2022, for a total cost of $27.51 (including $2.56 CA Sales Tax) which was charged in full to the PayPal account provided. 
  
  On November 24, 2022, your next shipment was rescheduled to March 1, 2023, via your online self-service membership management, as noted in your complaint narrative.
  
  On February 4, 2023, per your Live Chat request, your account was cancelled.   
  
  As we strive to provide only the highest quality products and service, we regret to learn that you found the cancellation process to be difficult: we do want to ensure customers are able to clarify any questions when their membership cancellation is processed, and we regret any frustration resulting from longer hold times during periods of high call volume or connectivity issues experienced during your chats. Please rest assured, your customer service 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: 02/17/2023

   
  Complaint: 19334041
  
  I am rejecting this response because: I would like to receive more information on the actions SmileActives is taking to enable the 'Cancel subscription' button that is provided on its account page for members. When you click on the button it opens to a non-functional pop-up window that is entirely blank. You are then forced to try the chat option or call the company and wait through the aforementioned wait times. Please provide more clarification on steps that the company is taking to enable the function of the 'cancel subscription' button or remove it entirely since it does not perform any demonstrable actions. In addition, is the company planning on providing an email address for customers to utilize so that they do not have to be on hold to make contact with a customer representative? It is very standard for businesses to create an email address that customers can utilize for contact but it seems that SmileActives is intentionally not providing one for customers so that they are forced to log questions and complaints during business hours only. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 03/27/2023

  ***********************
  11850 **********
  ********, ** 90602-1089
  
  Date: 03/26/23
  
  Complaint ID: ********
  Account Number: ******
  File Number: **********
  
  Dear **********,
  
  Thank you for the opportunity to respond.
  
  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.
  
  The option to edit a subscription does include the option to cancel the subscription as well; customers are also provided with options to reschedule their next delivery, customize future shipments, or to chat with customer service. After choosing the 'cancel' option,  the next screen provides information about any remaining account balance due, and includes a 'confirm' option to finalize the cancel request. On confirmation, the account is cancelled. A confirmation email is automatically generated and sent to the email address on file within ***** hours of cancellation, and online membership management is also inactivated. 
  
  In addition to the 24hr self-service options available through online membership management, customers are also able to contact our customer service via the chat or phone options provided at our website: any request(s) submitted though chat outside our hours of operation will receive follow up by email, ensuring that this channel is also provided as needed to customers.
  
  We appreciate the time you have taken to provide additional feedback. Please rest assured that your customer service experience has been reviewed and will be used to improve our service going forward. 
  
  To confirm once more, your smileactives account remains closed, and nothing further will be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:01/17/2023

  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.

  I was charged $30.93 and I was not aware that I would be charged this. I would like my money put back on my card ASAP. And I demand to cancel my subscription if I have one. I was not aware that I had to subscribe to order ur product. U can have some get back intouch with me concerning this matter ASAP PLEASE

  Business Response

  Date: 02/03/2023

  *****************************
  12970 **********
  ******, ** 80239-4408
  
  
  Date: 2/3/23
  
  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 do offer the ability to purchase smileactives products without a replenishment account. However, customers who choose to place one-time orders are only offered our retail prices. Replenishment customers are offered many great benefits including discounted prices, free gifts, the ability to customize future shipments, and the ability to customize shipping frequency.  
  
  Our records reflect that you enrolled online for automatic shipments of smileactives on December 16, 2022. 
  
  On December 19, 2022, your initial order (a 30-day introductory supply) was sent for a total of $27.14 (including $2.19 CO Sales Tax) and billed to the credit card provided.
  
  Per the terms of the offer, on January 17, 2023, your 2nd shipment (a 90-day full-sized supply) was sent for a total cost of $91.20 (including $8.97 s&h plus $7.38 CO Sales Tax) to be billed in 3 installments over 31-day billing cycles.  The 1st installment of $30.93 was charged at the time of shipping to the credit card on file, leaving a remaining balance of $60.27.
  
  On January 18, 2023, per your phone request, your account was cancelled. The cost and payments scheduled for your 2nd shipment were explained and return instructions were provided.  As a courtesy, the balance of $60.27 was cleared and a refund of $21.17 issued at this time, prior to any returns being received. Per our 60-day Money Back Guarantee the $9.86 s&h was not refunded 
  
  Your smileactives account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:01/16/2023

  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.

  I ordered product in Decemeber from Smileactive teeth whitening. They sent the product. I paid for the product. Then today they withdrew ***** from account advising because I placed the original order they automatically signed me up for additional shipments. I never signed anything and I am asking for an immediate refund.

  Business Response

  Date: 02/06/2023

  **************************;
  1119 ************** 
  *************, ** 30043-6237 
  
  Date: 2/6/23 
  
  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 15, 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 in the online shopping cart, in bold print of the same size font as the rest of the page. 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.  We regret if you found the offer unclear in any way.  
  
  On December 15, 2022, your initial order (a 30-day introductory supply) was sent for a total of $26.45 (including $1.25 ** Sales Tax) and billed in full to the credit card provided.?? ? 
  
  On January 16, 2023, per the terms of the agreement, your 2nd shipment (a 90-day full-sized supply) was sent as scheduled, for a total of $88.85 (including $8.97 s&h and $5.03 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles to the credit card on file. Your 1st installment of $29.98 was billed at the time of shipping, leaving a remaining balance of $58.87.??  
  
  Also on January 16th, per your Live Chat request, your account was cancelled and return instructions for your 2nd shipment were provided. Your request for refund in advance of return was also submitted for further review at this time.   
  
  On January 17, 2023, your request for exception was approved: a refund of $20.47 was issued, and the remaining balance of $58.87 was cleared.  The $9.51 (s&h cost plus applicable state taxes on that) was not refunded per our 60-day Money Back Guarantee. Our records reflect that a voicemail was left to confirm that your refund had been processed and that nothing further would be billed.
  
  Your smileactives account remains closed, and nothing further will be shipped or billed. 
  
  Sincerely,
  
  ****************
  Contact Center Operations Director