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:01/03/2023

  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 received the product and was sent way too much. I tried to cancel and it was impossible without contacting an agent (screams scam). Upon contacting an agent and requesting cancellation, they only wanted to retain me. They then hung up on me during the chat. I contacted them again and asked for cancellation. Their response was that they would put my subscription on hold and keep me on so that I get "credit" for what I paid and then hung up on me again. Now I'm getting bills in the mail from them and the product has now caused gum issues for me. This is the worst customer experience I've ever had. I'm considering legal action on this. I'm okay paying them what I have thus far but I no longer want bills from them as their products are not good.

  Business Response

  Date: 02/06/2023

  Ms. ******************************** ********************** 
  *************, ** ********** 
  
  Date: 02/06/23 
  
  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 while using smileactives products, as you have stated. A Customer Specialist will be contacting you within the next few business days to discuss your experience, as it is of utmost importance to us that any such issues are documented and addressed. 
  
  Our records reflect that you enrolled online for automatic shipments of smileactives on August 25, 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.    
  
  We do make every effort to be forthcoming regarding our promotions and offers for smileactives via the website, TV infomercials, inbound sales phone line, print materials, product packaging, and billing. 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 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. The products are also shipped with information reiterating the terms and benefits of membership. 
  
  On August 26, 2022, your initial order (a 30-day introductory supply) was sent for a total of $42.35 (including $2.40 ID Sales Tax) and billed in full to the PayPal account provided.??  
  
  On September 26, 2022, per the terms of the agreement, your 2nd shipment (a 90-day full-sized supply) was sent as scheduled, for a total of $139.01 (including ***** s&h and $7.19 ID Sales Tax) to be billed in 3 installments over 31-day billing cycles to the PayPal account on file. Your 1st installment of $46.35 was billed at the time of shipping, leaving a remaining balance of $92.66.??  
  
  Also on September 26th, per your Live Chat request, your account was cancelled and information was provided about the installments remaining to bill for your 2nd shipment.
  
  We regret any inconvenience which resulted from connectivity issues experienced during your chat. On reviewing the transcripts, we note that you were offered information about options for membership management, as you stated that you had enjoyed using smileactives products. We do want to ensure members are aware of all of their options and benefits available with our flexible membership program; additionally, we want to ensure that customers are able to clarify any questions at the time cancellation is processed. We appreciate your feedback about your experience, as we strive to provide only the highest quality products and service. 
  
  On October 27, 2022, your 2nd installment of $46.34 was charged to the PayPal account on file, leaving a balance of $46.32 for your 2nd shipment.
  
  On November 7, 2022, we attempted to process your 3rd and final installment of $46.32 as scheduled, but the request for payment was declined by PayPal. This left the remaining balance of $46.32 due for your 2nd shipment, and so monthly balance reminders have been sent.
   
  Although our records do not indicate that any returns have been received to present date, as a gesture of goodwill and in an effort to fully resolve the matter, the remaining balance of $46.32 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, and nothing further will be shipped or billed. 
   
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:12/29/2022

  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 this product and canceled and spent much time on the phone in the summer to stop stop stop and they keep billing me!!!! I disputed it on my credit card and they STILL say I never canceled! They just shipped and billed me for more! STOP

  Business Response

  Date: 02/03/2023

  *****************;
  4472 ******************* 
  ***********, ** 63108-2404 
  
  Date: 01/31/23 
  
  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 on December 29, 2022, as we only received notice of this complaint on January 24, 2023.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives on August 24, 2021.  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. 
  
  Your initial order (a 30-day supply) was sent the same day it was ordered, on August 24, 2021, for a total cost of $41.37 (including $3.42 MO Sales Tax) which was charged in full to the credit card provided.  
  
  On September 24, 2021, per the terms of the offer, your 2nd shipment (a 90-day supply) was sent for a total of $137.16 (including $11.97 s&h plus $11.34 MO Sales Tax) to be billed in 3 installments over 31-day billing cycles. The first installment of $46.45 was charged to the credit card on file at the time of shipping; the 2nd and 3rd installments of $45.36 and $45.35 each were charged on October 25, 2021, and November 25, 2021, respectively. 
  
  A total of 4 additional full-sized 90-day shipments were sent as scheduled - approximately every three months - between December 2021 and September 2022. Each 90-day supply was billed to the credit card on file in 3 installments over 31-day billing cycles.  
  
  On September 22, 2022, per the terms of the offer, your 6th shipment (a 90-day supply) was sent for a total of $153.51 (including $11.97 s&h plus $12.69 MO Sales Tax) to be billed in 3 installments over 31-day billing cycles. The first installment of $51.90 was charged at the time of shipping, leaving a remaining balance of $101.61. 
  
  Please be advised that our records do not reflect any contact was received in reference to your account prior to October 17, 2022. On this date, we received your phone inquiry about returning your 6th shipment and cancelling future orders; we regret to learn that your account was not cancelled as you requested at this time. Please rest assured, your customer service experience has been reviewed and will be used to improve our services going forward. 
  
  On November 2, 2022, your 6th shipment was processed as returned at our facility, within the 60-Day Money Back Guarantee, at which time a refund in the amount of $38.85 was issued and the balance of $101.61 was cleared. Per the terms of our 60-Day Money-Back Guarantee, the $13.05 (s&h) was not refunded. 
  
  On December 23, 2022, your 7th shipment was sent for a total of $153.51 (including $11.97 s&h plus $12.69 MO Sales Tax) to be billed in 3 installments over 31-day billing cycles. The first installment of $51.90 was charged at the time of shipping, leaving a remaining balance of $101.61. 
  
  On December 29, 2022, per your phone request, your account was cancelled, and a postage pre-paid return label was issued to assist with the return of your 7th shipment at no additional cost to you. 
  
  As your 7th shipment had not yet been received as a return to our facilities, on January 23, 2023, we attempted to process your 2nd installment for it as scheduled: however, the request for payment was declined by your financial institution. This left the remaining balance of $101.61 due and payable to smileactives, and so a balance due reminder was sent.
  
  On February 2, 2023, your 7th shipment was processed as returned at our facility, within the 60-Day Money Back Guarantee, at which time a refund in the amount of $38.85 was issued and the balance of $101.61 was cleared. Please consider any invoice received after this date to have crossed in the mail. Per the terms of our 60-Day Money-Back Guarantee, the $13.05 (s&h) was not refunded at this time. 
  
  As a gesture of goodwill in an effort to fully resolve this matter, an additional refund for the $13.05 s&h cost on your 7th order has also now been issued, refunding in full all amounts paid on your account after your initial request to cancel was received.
  
  Your smileactives account remains closed, and nothing further will be shipped or billed. 
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:12/28/2022

  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.

  Smile Actives (dba Oral Care Products LLC) sells whitening toothpaste and tooth polish products that are essentially useless. But adding insult to injury are the hidden costs -- like many "try-it free offers," they sign you up for a subscription service and begin charging you later when you're presumably already hooked. But Smile Actives waits until the 60-day trial ("money back guarantee") period is over, then hits you with exorbitant changes spread over three payments ($45) -- just for the first order -- then piles them up over time, so that by the time you cancel you are already on the hook for three payments for each package they've sent you ... which only see after the 60-day trial. They bury all the details in hard-to-find language deep in their website, but it's obviously as scam.

  Business Response

  Date: 02/06/2023

  ********************************;
  1964 ******** 
  *************, ** 94116-1236 
  
  Date: 02/06/23   
  
  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 on December 28, 2022, as we only received notice of this complaint on January 24, 2023.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives on May 27,  2022. 
  
  We make every effort to be forthcoming regarding our promotions and offers for smileactives via the website, TV infomercials, inbound sales phone line, print materials, product packaging, and billing. 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 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. 
  
  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 Advanced Whitening Pens. Each shipment will be charged to the card you provide today, in three monthly payments at the low price of $37.95 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 information on how to take advantage of the 60-Day Money Back Guarantee available. We regret if you found the offer unclear in any way.  
  
  On May 27, 2022, your initial order (a 30-day introductory supply) was sent for a total of $43.40 (including $3.45 CA Sales Tax) and billed in full to the PayPal account provided.??  
  
  Our records reflect that on June 19, 2022, your next shipment was rescheduled to October 24, 2022, via your online self-service membership management.? 
  
  On October 24, 2022, per the terms of the agreement, your 2nd shipment (a 90-day full-sized supply) was sent as scheduled, for a total of $133.41 (including $8.97 s&h and $10.59 CA Sales Tax) to be billed in 3 installments over 31-day billing cycles to the PayPal account on file. Your 1st installment of $44.99 was billed at the time of shipping, leaving a remaining balance of $88.42.??  
  
  On November 1, 2022, per your Live Chat request, your account was cancelled and information was provided about the remaining payments scheduled for your 2nd shipment. 
  
  The 2nd and 3rd installments of $44.21 each for your 2nd shipment were charged as scheduled on November 24, 2022, and December 25, 2022, respectively. 
  
  On December 28, 2022, per your Live Chat inquiry, the installments which had billed were reviewed, and your account status (inactive and paid in full) was confirmed.   
  
  As our records do not reflect any returns have been received to present date for your account, there is no refund due.  
  
  Your smileactives account remains closed, and nothing further will be shipped or billed. 
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 03/06/2023

   
  Complaint: 19321983
  
  I am rejecting this response because:

  SmileActive's ****** complex billing "plan" speaks for itself. The goal is to hook the consumer into a free trial, then "de-couple" shipments from payments, so that shipments are received first and then invoices trail after the fact, ballooning the customer's financial burden up to a couple hundred dollars before they even realize it and can begin SmileActive's burdensome cancellation process.

  This is a horrible business preying on its customers through free "trials" and ****** complicated billing practices.

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

• Initial Complaint

  Date:12/09/2022

  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.

  Dear BBB. I have tried numerous times to end my purchases with smile actives by phone and email. On July 11 ***** at 340 pm est I sent an email mail directly asking them to cancel sending the product ,, I furthermore canceled the credit card they had on file. Dec 7 ***** I received a bill for $115.12 for product I never received, let alone all these measures to part ways with this company. On Dec 7 , 2022 at 948am est I called smile actives at ************ to voice my displeasure and stated I never received the product and want services with this company ceased. Between July and December I moved and they didn't have means to my address so obviously they sent the unwanted product to the old address. I received a confirmation number of ******* and everything will be taken care of. Today Friday Dec 9 , 2022 I'm still getting e mails. I just want this amount of $115.12 dissolved ,, due to the fact I never received the product and I don't want anything sent again. It shouldn't be this difficult to part ways with a company if u feel there product is faulty and over priced and I shouldn't have to go to the measures of canceling the credit card they have on file. Please can u help me get some closure and eleviate any future contact from this irrational and highly abrasive company ?? Thank you for your attention on this matter.

  Business Response

  Date: 01/27/2023

  *******************************
  38020 ************
  Apt 102
  **********, ** 44094-3468
  
  
  Date: 01/27/23
  
  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(r) on May 29, 2022.
  
  On May 31, 2022, your initial order (a 30-day introductory supply) was sent for a total of $53.57 (including $3.62 OH Sales Tax) and billed to the credit card provided.
  
  On June 30, 2022, per the terms of the offer, your 2nd shipment (a 90-day supply) was sent for a total cost of $173.56 (including $11.97 s&h plus $11.74 OH Sales Tax) to be billed in 3 installments over 31-day billing cycles. The first payment of $58.44 was charged at the time of shipping to the credit card on file; the 2nd and 3rd installments of $57.56 each were charged on July 31st, and August 31st, respectively.
  
  On September 30, 2022, per the terms of the offer, your 3rd shipment (a 90-day supply) was sent for a total cost of $173.56 (including $11.97 s&h plus $11.74 OH Sales Tax) to be billed in 3 installments over 31-day billing cycles. The first payment of $58.44 was charged at the time of shipping to the credit card on file, leaving a remaining balance of $115.12.
  
  On October 31, 2022, we attempted to process your 2nd installment of $57.56 for your 3rd shipment as scheduled, but the request for payment was declined by your financial institution. This left the remaining balance of $115.12 due and payable to smileactives(r), and so monthly balance due reminders were sent.
  
  On December 7, 2023, per your phone request, your account was cancelled and your 3rd shipment was approved as an exception to the limits of our 60-day Money Back Guarantee; as a courtesy, the remaining balance of $115.12 was removed in full at that time.
  
  Please be advised that our records do not reflect any calls, chats, or emails were received in reference to your account prior to December 7, 2022.
  
  Per your email inquiry received on December 9, 2022, a response was sent the following day confirming your account's cancellation and zero remaining balance.
  
  As you have requested, we have removed your contact information from our smileactives(r) marketing databases. Please allow 4-6 weeks for these changes to take effect.
  
  Your smileactives(r) account remains closed, and nothing further will be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:12/07/2022

  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 October 4, 2022, I order the product Smileactives for a trail period of 30 days. Before the trial period ended, I canceled the product order and paid the regular price. During the conversation about my cancellation, I request that all further orders be canceled. On November 4, 2022, I called the company and questioned the charge toward my payment card and they assured me of credit will be given. I have not received a full credit of ******* On December 6, 2022, I received another charge from the company in the amount of ******* I have tried to rectify the dispute on several occasions.

  Business Response

  Date: 02/01/2023

  Business Response /* (1000, 5, 2023/01/25) */
  *********************************************************
  
  
  Date: 01/25/23
  
  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 December 7, 2022, as we only received this complaint on January 12, 2023.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives(r) on September 29, 2022.
  As part of their initial purchase, customers enrolling in the smileactives(r) 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 (including the 60-Day Money Back Guarantee available).
  
  On September 29, 2022, your initial order (a 30-day introductory supply) was sent for a total of $27.06 (including $2.11 LA Sales Tax) and billed in full at the time of shipping to the credit card provided.
  
  Per the terms of the offer, on November 2, 2022, your 2nd shipment (a 90-day full-sized supply) was sent for a total of $94.15 (including $11.97 s&h plus $7.33 LA Sales Tax) to be billed in 3 installments over 31-day billing cycles. The first payment of $32.06 was charged at the time of shipping to the payment card on file, leaving a remaining balance of $62.09.
  
  Also on November 2nd, per your phone request, your account was cancelled and information was provided regarding the remaining balance to be billed for your 2nd shipment, as well the 60-day Money Back Guarantee available for it. Please be advised that orders shipped prior to cancellation will continue to bill as scheduled until either paid in full or are returned for credit within the 60-Day Money-Back Guarantee.
  
  USPS tracking #********************** indicates that your 2nd shipment was delivered on November 7, 2022.
  
  On December 3, 2022, the 2nd installment of $31.05 for your 2nd shipment was charged to the credit card on file as scheduled, leaving a remaining balance of $31.04.
  
  Per your phone call on December 7, 2022, informing us you did not receive the 2nd shipment, a full refund of its purchase price (totaling $63.11) was issued and the remaining balance was cleared at that time.
  
  Your smileactives(r) account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  Morgan M.
  Contact Center Operations Director
  
  
  Consumer Response /* (2000, 7, 2023/01/31) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The company has issued a refund regarding my complaint.

• Initial Complaint

  Date:12/07/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered this product for a one time purchase!!! They put me in auto pay n after I've called repeatedly telling them do not charge my card anymore , they continue to do it ! N I haven't even received the last 2 mths that I was charged for n I want money back! I sldnt have to replace my card that will take **** to get another one cuz the won't stop charging me for something I haven't received

  Business Response

  Date: 01/26/2023

  ***********************************
  320 *********
  Apt 126
  ******, ** 44420-3030
  
  
  Date: 01/26/23
  
  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 December 7, 2022, as we only received this complaint on January 12, 2023.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives(r) on August 2, 2022. As part of their initial purchase, customers enrolling in the smileactives(r) 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 before customers may finalize their membership purchase, they must check a box that states they agree to the provided terms of the purchase. The products are also shipped with information reiterating the terms and benefits of membership, as well as each shipment's total cost and installment billing schedule. We regret if you found the offer unclear in any way.
  
  On August 2, 2022, your initial order (a 30-day introductory supply) was sent for a total of $26.63 (including $1.68 OH Sales Tax) and billed in full to the credit card provided.
  
  Per the terms of the offer, on September 2, 2022, your 2nd shipment (a 90-day supply) was sent for a total of $89.48 (including $8.97 s&h plus $5.66 OH Sales Tax) to be billed in 3 installments over 31-day billing cycles. The first payment of $30.23 was charged at the time of shipping to the credit card on file, leaving a remaining balance of $59.25.
  
  Our records indicate that on September 12, 2022, we received your phone request to cancel your smileactives(r) account, but you instead accepted an offer to postpone future shipments. The account was placed on hold until February 28, 2023, at which point regular shipments would resume. As a courtesy, the 2nd and 3rd installments scheduled to bill for your 2nd shipment (originally scheduled on October 3rd and November 3rd) were also each postponed by 30 days.
  
  On November 3rd, the 2nd installment of $29.62 for your 2nd shipment was charged as scheduled; the 3rd and final payment of $29.63 was charged on December 4th, at which time your account was paid in full.
  
  Per your phone inquiry on December 8, 2022, the total cost and installments billed for your 2nd shipment were explained, and it was confirmed that the shipment was no longer eligible for our 60-day Money Back Guarantee. Your account was cancelled as requested at this time. As an additional goodwill gesture, the 2nd and 3rd installments of your 2nd shipment were also refunded, for a total of $61.91.
  
  Your smileactives(r) account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:12/05/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been receiving bills from Smile Actives for product that I tried to return to sender and it was sent back to me. I signed up for a trial and before I finished my first tube, I received a second order followed by another order within a matter of days. I paid for the original tube that I ordered and was not aware that they automatically sign you up for automatic shipments. I never received any email notications prior to my shipments so I didn't have any chance to try to cancel said shipments. I cancelled this company with my PayPal account so they could not continue to send me shipments. I also disputed everything but the original order with my credit card company.

  Business Response

  Date: 02/01/2023

  Business Response /* (1000, 5, 2023/01/25) */
  ***********************************************************
  
  
  Date: 01/25/23
  
  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 December 5, 2022, as we only received this complaint on January 12, 2023.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives(r) on June 25, 2022. We do make every effort to be forthcoming regarding our promotions and offers for smileactives(r): 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 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. By checking that box, you agreed to the terms of the offer.
  
  More specifically, the offer you purchased 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(r) Daily Pro Whitening Gel. Each shipment will be charged to the card you provide today, in three monthly payments at the low price of $24.95 plus $2.99 for shipping and handling per month, unless you call or visit **************************** 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 instructions on how to take advantage of the satisfaction guarantee available. We regret if you found the offer unclear in any way.
  
  On July 6, 2022, your initial order (a 30-day introductory supply) was sent for a total of $26.70 (including $1.75 IA Sales Tax) and was billed in full to the PayPal account provided.
  
  Per the terms of the offer, on August 5, 2022, your 2nd shipment (a 90-day full-sized supply) was sent for a total of $89.06 (including $8.97 s&h plus $5.24 IA Sales Tax) to be billed in 3 installments over 31-day billing cycles. The first payment of $29.69 was charged at the time of shipping to the PayPal account on file, leaving a remaining balance of $59.37.
  
  USPS tracking************************ indicated your 2nd shipment was delivered on August 10, 2022. We would like to note that returning a product via "Return to Sender" - without verifiable proof of mailing - can result in a package never being received back to our facility to process a return credit.
  
  On August 15, 2022, we received a request from your financial institution for reversal of the 1st payment of $29.69 for your 2nd shipment. As this payment had been processed within the terms and conditions of the online offer, the chargeback request was not accepted at this time; however, all future shipments were automatically cancelled due to the payment dispute received.
  
  On September 5, 2022, we attempted to process your 2nd installment of $29.69 for your 2nd shipment as scheduled, but the request for payment was declined by PayPal. This left the remaining balance of $59.37 due and payable to smileactives(r), and so monthly balance due reminders have been sent.
  
  Please be advised that our records do not reflect any calls, chats, or emails have been received in reference to your account since its inception.
  
  Although our records do not indicate that any returns have been received to present date, as a gesture of goodwill to fully resolve this matter, the remaining balance of $59.37 for your 2nd shipment has been cleared. Please consider any invoices received after the date of this correspondence to have crossed in the mail.
  
  Your smileactives(r) account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  Morgan M.
  Contact Center Operations Director
  
  
  Consumer Response /* (2000, 7, 2023/01/31) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Thank you for handling this for me.

• Initial Complaint

  Date:11/28/2022

  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.

  March 31 2022-ordered tooth paste for 26.94. Did not realize it was a subscription program. It doesn't state anywhere initially it's a subscription. You get an email that you have a re-occurring charge (already been charged when you get the email). Called by phone to cancel and told order already shipped and can't be canceled. Then you get the high pressure sales pitch to prevent you from canceling the account. Also, the cancel or chat with customer service is not active on the website you have to call Customer service and wait on hold. When you finally try to cancel they say hold a minute then they come back and say they've pushed your renewal out three months and this goes on for a while in the hopes you'll agree to a feat in your shipment unless you have time on your hands to demand up through the call center people to finally cancel your subscription.
  

  Business Response

  Date: 01/09/2023

  Business Response /* (1000, 5, 2022/12/22) */
  *********************************************************************
  
  
  Date: 12/21/22
  
  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(r) on August 14, 2022.
  
  We make every effort to be forthcoming regarding our promotions and offers for smileactives(r) 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 purchase, they must check a box that states they agree to the provided terms of the purchase.
  
  More specifically, the offer you purchased 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(r) Daily Pro Whitening Gel and 3 Advanced Whitening Pens. Each shipment will be charged to the card you provide today, in three monthly payments at the low price of $39.95 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 information on how to take advantage of the 60-Day Money-Back Guarantee available. We regret if you found this offer unclear in any way, or if you experienced any difficulty contacting us via the phone, email, or chat options provided, as these channels have been regularly tested without issue.
  
  On August 16, 2022, your initial order (a 30-day introductory supply) was sent for a total of $43.30 (including $3.35 NY Sales Tax) and charged to the PayPal account provided.
  
  Per the terms of the offer, on September 16, 2022, your 2nd shipment (a 90-day full-sized supply) was sent for a total of $142.85 (including $11.97 s&h plus $11.03 NY Sales Tax) to be billed in 3 installments over 31-day billing cycles. The first payment of $48.29 was charged at the time of shipping to the PayPal account on file, leaving a remaining balance of $94.56.
  
  Also on September 16th, we received your phone request to cancel your smileactives(r) account, but our records reflect that you instead accepted an offer to postpone future shipments, with an email reminder to be sent prior to your next shipment. The account was placed on hold until January 13, 2023, at which point regular shipments would resume. Information regarding your 2nd shipment already in transit, as well as the remaining balance to be billed for it, was provided at this time.
  
  On October 17, 2022, the 2nd installment of $47.28 for your 2nd shipment was charged to the PayPal account on file as scheduled; the 3rd and final installment of $47.28 was charged on November 17, 2022, at which time your account was paid in full.
  
  Also on November 17th, per your phone request, your account was cancelled.
  
  Your smileactives(r) account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  Morgan M.
  Senior Manager Contact Center Operations

• Initial Complaint

  Date:11/28/2022

  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.

  There is A LOT of misinformation with this company.
  When I placed the order, your page states:
  
  One month after your first order is shipped, and then every 3 months thereafter, you will be sent a new three month supply of smileactives Daily Pro Whitening Gel. Each shipment will be charged to the card provided today, in three monthly payments at the low price of $24.95 plus $2.99 for shipping and handling per month.
  
  This is a blatant lie. When you go into your account and go to the next shipment, you are actually shown that you will be sent 1 month after the first shipment. You are charged a lump sum, NOT the 3 monthly payments as originally stated. Your information is VERY misleading as you state it will be in 3 different payments when it's 1 large sum.
  
  I chatted with someone today to cancel after this and continually they kept trying to lure me back in by asking how they can make it right / offering me incentives... when I just wanted to CANCEL. Finally he said he would cancel for me and I took picture proof of this and had the transcript emailed to me as my account still shows as active with a next shipment date. So I have a feeling that come next shipment date, there will be a charge. If that is the case I will be filing a complaint with both the state of *********************** where the business is registered.
  

  Business Response

  Date: 01/09/2023

  Business Response /* (1000, 5, 2022/12/23) */
  *****************
  *******************************************
  
  
  Date: 12/22/22
  
  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(r) on November 24, 2022.
  
  We do make every effort to be forthcoming regarding our promotions and offers for smileactives(r); as noted in your complaint narrative, the offer you purchased states that "One month after your first order is shipped ... you will be sent a new three month supply of smileactives(r) Daily Pro Whitening Gel and 3 Advanced Whitening Pens." As also noted in your complaint narrative, full-sized shipments are subsequently sent every 3 months thereafter: each full-sized shipment is billed in 3 installments, until/unless adjustments are made to the membership or it is cancelled. We regret if you found this offer unclear in any way.
  
  On November 25, 2022, your first order (a 30-day introductory supply) was sent for a total of $43.40 (including $3.45 NY Sales Tax) and billed in full to the credit card provided.
  
  Our records indicate that on November 25, 2022, the contents of your next kit were adjusted via online self-service membership management; on November 28, 2022, the shipment was rescheduled to February 2, 2023, also via self-service.
  
  Please be advised that only the total cost of the next shipment would have been listed on your My Next Kit page, when viewing it prior to shipment: the cost of full-sized 90-day replenishment shipments is billed in 3 installments by default, unless a customer requests otherwise. Installment billing information would be located within the Order History tab after a kit has shipped; the billing schedule is also enclosed with each shipment.
  
  On November 28, 2022, per your Live Chat request, your account was cancelled, and confirmation of the cancellation was also sent per your email request on this date.
  
  Rest assured your smileactives(r) account remains closed, and nothing further will be shipped or billed.
  
  Sincerely,
  
  ********.
  Senior Manager Contact Center Operations

• Initial Complaint

  Date:11/18/2022

  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 smile actives with the intent of a one time order. When I received a second shipment in the mail I contacted the company to cancel my subscription and offer to return the product. I asked if they would pay the return shipping as the autoship membership was not clear on initial purchase. They refused and insisted I pay for the product. I have denied other payments but continue to be contacted. I am contacting you concerned this is a deceptive and predatory subscription service and request the matter to be resolved. Thank you for your time.
  

  Business Response

  Date: 01/06/2023

  Business Response /* (1000, 5, 2022/12/16) */
  ********************************************************
  
  
  Date: 12/16/22
  
  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(r) on March 20, 2022. While we do offer the ability to purchase smileactives(r) products without a replenishment account, one-time orders are only available at retail prices; replenishment customers are able to take advantage of many great benefits including discounted prices, free gifts, the ability to customize future shipments, and the ability to customize shipping frequency.
  
  We do make every effort to be forthcoming regarding our promotions, offers, and satisfaction guarantee available for smileactives(r): 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 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.
  
  More specifically, the offer you purchased 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(r) Daily Pro Whitening Gel. Each shipment will be charged to the card you provide today, in three monthly payments at the low price of $24.95 plus $2.99 for shipping and handling per month, 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 instructions on how to take advantage of the 60-Day Money Back Guarantee available. We regret if you found the offer unclear in any way.
  
  On March 21, 2022, your initial order (a 30-day introductory supply) was sent for a total of $26.95 (including $2.00 TX Sales Tax) and billed at the time of shipping to the PayPal account provided.
  
  On April 20, 2022, per the terms of the offer, your 2nd shipment (a full-sized 90-day supply) was sent for a total cost of $90.53 (including $8.97 s&h plus $6.71 TX Sales Tax) to be billed in 3 installments over 31-day billing cycles. The first payment of $30.66 was charged at the time of shipping to the PayPal account on file, leaving a remaining balance of $59.87.
  
  Also on April 20th, per your Live Chat request, your account was cancelled and information regarding your 2nd shipment in transit, as well as the remaining balance due, was provided. While cancelling an account cancels all future shipments, it does not cancel the balance owed for products which have already been shipped. Orders that have already shipped at the time of cancelation will continue to bill as scheduled until either paid in full or returned for credit within the 60-Day Money-Back Guarantee.
  
  On May 21, 2022, we attempted to process your 2nd installment of $29.94 as scheduled, but the request for payment was declined by PayPal. This left the remaining balance of $59.87 due, and activated the past-due billing process which sends monthly balance reminders.
  
  Although our records do not indicate that any returns have been received on your account to present date, as a gesture of goodwill to fully resolve this matter, the account balance of $59.87 has been cleared. Additionally, North Shore Agency was notified to remove your account from collections. Please consider any invoices received after the date of this correspondence as having crossed in the mail.
  
  Your smileactives(r) account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  Morgan M.
  Senior Manager Contact Center Operations