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:11/08/2022

  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 saw an ad and tired the trial of two small bottle. I wasn't getting the results and so I reach out 3 times to get a refund and every time the rep would offer more product and extended the return period. When I kept saying this wasn't working out for me. They stop responding to my request and chat and now just continue to bill me. I return all the products by refusing it yet I have never received a single penny back. Stop billing me and stop sending me your product that doesn't work!
  

  Business Response

  Date: 01/09/2023

  Business Response /* (1000, 5, 2022/12/22) */
  ***********************************************************
  
  
  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 July 14, 2020. 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. 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.
  
  Your initial order (a 30 day introductory supply) was shipped on July 15, 2020, for a total cost of $21.85 (including $1.90 CA Sales Tax) which was charged in full to the PayPal account provided.
  
  On August 8, 2020, our records indicate we received your Live Chat request to cancel your smileactives(r) account, but you accepted an offer of a complementary ProLite Advanced LED Whitening Device, along with postponing your next shipment, instead. The account was placed on hold until October 31, 2020, at which point regular shipments would resume.
  
  On August 19, 2020, we received your next Live Chat request to cancel your account. Our records reflect that you instead accepted an offer of a complementary Power Whitening Gel to use with your ProLite; your next shipment remained on hold until October 31, 2020, at which point regular shipments would resume.
  
  Our records indicate that on October 7, 2020, we received your third Live Chat request to cancel your account but you instead accepted an offer of a complementary Advanced Whitening Pen, along with rescheduling your next shipment once more. The account was placed on hold until March 30, 2021, at which point regular shipments would resume.
  
  Please be advised that our records do not reflect any contact received in reference to your account after October 7, 2020.
  
  On March 30, 2021, per the terms of the offer, your 2nd shipment (a full size 90-day supply) was sent as scheduled for a total of $42.62 (including $8.97 s&h and $3.70 CA Sales Tax) to be billed in 3 installments over 31-day billing cycles. Your 1st installment of $16.78 was charged to the PayPal at the time of shipping; the 2nd and 3rd installments of $12.92 each were charged on April 30, 2021 and May 31, 2021 respectively.
  
  A total of 5 additional full-sized 90-day shipments were sent as scheduled - approximately every three months - between June 2021 and August 2022. Each 90-day supply was billed to the PayPal account on file in 3 installments over 31-day billing cycles.
  
  On November 10, 2022, PayPal reversed the 3rd payment of $12.92 for your 7th shipment. While this chargeback created a credit in your favor with your financial institution, it restored the amount of $12.92 due and payable to smileactives(r). Your account was canceled at this time due to the payment dispute.
  
  As our records do not indicate that any returns have been received to present date on your account, no refunds are due. Unfortunately, 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. However, as a gesture of goodwill in an effort to resolve this matter, the balance of $12.92 created by the payment reversal for your 7th shipment has been removed.
  
  Your smileactives(r) account remains closed, and nothing further will be shipped or billed.
  
  Sincerely,
  
  Morgan M.
  Senior Manager Contact Center Operations

• Initial Complaint

  Date:11/08/2022

  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 a one-time order for a smilesactive product for testing. They kept on supplying the product and kept on charging me. It caught my attention, and I requested reimbursement for my money. They are uncooperative and request for remedial action. Thanks
  

  Business Response

  Date: 01/09/2023

  Business Response /* (1000, 5, 2022/12/23) */
  ***************************************************************
  
  
  Date: 12/23/22
  
  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. We also regret the delay in responding to your complaint filed with the Better Business Bureau on November 8, 2022, as we only received this complaint on December 12, 2022.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives(r) on August 7, 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 purchase they must check a box that states they agree to the terms of the purchase. The products are also shipped with information reiterating the terms and benefits of membership.
  
  On August 8, 2022, your initial order (a 30-day introductory supply) was sent for a total of $26.45 (including $1.50 MD Sales Tax) and billed to the credit card provided.
  
  Per the terms of the offer, on September 7, 2022, your 2nd shipment (a 90-day supply) was sent as scheduled for a total of $88.85 (including $8.97 s&h plus $5.03 MD Sales Tax) to be billed in 3 installments over 31-day billing cycles. The first payment of $29.98 was charged at the time of shipping to the credit card on file; the 2nd and 3rd installments of $29.44 and $29.43 each were charged on October 8th and November 8th, respectively.
  
  On November 8th, per your phone request, your account was cancelled. While our records do not reflect that any returns have been received on your account to present date, as a courtesy during your call - and in exception to the terms of our 60-Day Money Back Guarantee - a full refund of $88.85 for your 2nd shipment was also issued at this time. Please allow 3-5 business days from the date of issue for credits to post.
  
  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:11/07/2022

  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.

  Original order 6/7/2022.Received first charge for shipment on 7/13/22 $41.13.Realized shipment would really cost $123.37.Tried calling to cancel subscription. Called phone ************** multiple times. Message when picked up is "we are having technical difficulties. call back later."Decided to return product with note to cancel subscription.Received credit of $29.16 on 7/30. $41.13 less shipping of $11.97.Received another shipment on 11/4/22. Same problem with phone, same message. "Live chat" does not work.I have tried every which way to find out how to cancel on line with no luck.In original email it says "if you wish to customize your product, modify shipping intervals, or cancel your subscription, please visit****************************************************** Tried that. Cannot find any way to cancel subscription.I JUST WANT THEM TO STOP SENDING ME THEIR PRODUCTS and to let others know that it is a bad idea to work with this company>
  

  Business Response

  Date: 01/31/2023

  Business Response /* (1000, 5, 2022/12/22) */
  ******************************************************
  
  
  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 June 7, 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, in bold print of the same size font as the rest of the text on the page.
  
  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 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, as well as our customer service contact information. We regret if you found the offer unclear in any way.
  
  On June 7, 2022, your initial order (a 30-day introductory supply) was sent for a total of $37.13 (including $2.18 MA Sales Tax) and billed to the credit card provided.
  
  Per the terms of the offer, on July 11, 2022, your 2nd shipment (a 90-day full-sized supply) was sent for a total of $123.37 (including $11.97 s&h plus $6.55 MA Sales Tax) to be billed in 3 installments over 31-day billing cycles. The first payment of $41.13 was charged at the time of shipping to the credit card on file, leaving a remaining balance of $82.24.
  
  Per our records, on July 12, 2022, your next shipment was postponed until October 10, 2022, via your online self-service membership management; on July 19th, the shipment was once more rescheduled, to November 1, 2022.
  
  On July 28, 2022, your 2nd shipment was processed as returned at our facility, within the 60-Day Money Back Guarantee, at which time a refund in the amount of $29.16 was issued and the balance of $82.24 was cleared. Per the terms of our 60-Day Money-Back Guarantee, the $11.97 (s&h) was not refunded. We regret to learn that you included a request with this return to cancel future shipments, as our records do not indicate such request was received.
  
  On November 1, 2022, your 2nd shipment (a 90-day supply) was sent as scheduled for a total of $123.37 (including $11.97 s&h plus $6.55 MA Sales Tax) to be billed in 3 installments over 31-day billing cycles. The first payment of $41.13 was charged at the time of shipping to the credit card on file, leaving a remaining balance of $82.24.
  
  On November 10, 2022, your 2nd shipment was processed as returned at our facility, within the 60-Day Money Back Guarantee, at which time a refund in the amount of $29.16 was issued and the balance of $82.24 was cleared. Per the terms of our 60-Day Money-Back Guarantee, the $11.97 (s&h) was not refunded. Your account was cancelled at this time per two consecutive returns received.
  
  On November 11, 2022, per your email inquiry, your account's cancellation was confirmed.
  
  Please be advised that our records do not reflect any calls, chats, or emails were received in reference to your account prior to November 11, 2022: we regret if you experienced any difficulty contacting us via any of these channels, as they have been regularly tested without issue.
  
  Your smileactives(r) account remains closed, and nothing further will be shipped or billed.
  
  Sincerely,
  
  Morgan M.
  Senior Manager Contact Center Operations
  
  
  Consumer Response /* (3000, 7, 2022/12/28) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not expect any further action by BBB....as Smileactives has finally cancelled my account. I just want to reiterate that I had attempted to contact them using any and all the phone numbers and email addresses I could find on their website. Over at least a 4-month timeframe and many phone calls, the phone was never answered. The recorded message was something like the phone is temporarily out of service. I got the same message every time I called. When I emailed them, many of the emails were returned as "undeliverable". I kept writing HUGE handwritten notes on my return paperwork to cancel my account. It seems the only time any action was take is when the BBB was involved. Thank you.
  
  
  Business Response /* (4000, 9, 2023/01/11) */
  ******************************************************
  
  
  Date: 01/11/23
  
  Complaint ID: *******
  Account Number: ******
  File Number: **********
  
  Dear ***********
  
  Thank you for the opportunity to respond.
  
  As noted in our prior response, your account was automatically cancelled on November 10, 2022, due to 2 returns received consecutively. We do regret the delay in responding to your complaint originally filed with the Better Business Bureau on November 7, 2022, as we did not receive your complaint until December 12, 2022.
  
  As also stated previously, our records do not reflect any calls, chats, or emails were received in reference to your account prior to November 11, 2022: we regret if you experienced any difficulty contacting us via any of these channels, as they have been regularly tested without issue.
  
  To confirm once more, your smileactives(r) account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  Morgan M.
  Contact Center Operations Director

• Initial Complaint

  Date:10/28/2022

  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 active sent me without my approval a tube of there toothpaste. I sent it back almost 3 weeks ago return to sender. They have not removed it from my pay pall account and won't answer phone when they put me on hold. The amount $29.88
  

  Business Response

  Date: 12/16/2022

  Business Response /* (1000, 5, 2022/11/28) */
  **********************************************************************
  
  Date: 11/28/22
  
  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. We also regret the delay in responding to your complaint filed with the Better Business Bureau on October 28, 2022, as we only received this complaint on November 17, 2022.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives(r) on September 5, 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. 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 September 6, 2022, your initial order (a 30-day introductory supply) was sent for a total of $26.45 (including $1.50 MD Sales Tax) and billed in full to the PayPal account provided.
  
  On October 6, 2022, per the terms of the offer, your 2nd shipment (a 90-day supply) was sent as scheduled for a total cost of $88.85 (including $8.97 s&h plus $5.03 MD Sales Tax) to be billed in 3 installments over 31-day billing cycles. The first payment of $29.98 was charged at the time of shipping to the PayPal account on file, leaving a remaining balance of $58.87. Per your phone inquiry on this same date, information was provided about the shipment in transit as well the satisfaction guarantee available.
  
  On October 11, 2022, per your phone request, your account was cancelled and your 2nd shipment was noted as an expected return.
  
  Please be advised that returning a product via "Return to Sender" - without verifiable proof of mailing - can result in unpredictable transit times, and may also result in a package never being received back to our facility to process a return credit and/or clear any remaining balance owed.
  
  Although our records do not indicate that any returns have been received to present date, as a goodwill gesture and in an effort to fully resolve this matter, the remaining balance of $58.87 has been removed and a refund of $20.47 has been issued, prior to your return's receipt. As procedures vary amongst financial institutions, you may wish to check with PayPal for any inquiries regarding the timeframe for this credit to post. The $9.51 (s&h plus applicable state taxes on that) was not refunded, as our satisfaction guarantee does specify that shipping costs are a non-refundable item.
  
  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:10/28/2022

  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.

  I was making a one time purchase of a teeth whiting kit online. I never received my order and had forgotten all about it until I had a second garnishment to my checking account a month later. That was when I reached out to them to request a refund with no answer. I then contacted my bank disputing the charges. The bank investigated and refunded me both charges to my account. I still continue to receive a bill, although I have reached out twice to the company....once in writing and once I left a message, since nobody answers the line.
  I just want my account removed from their system, Thank you.
  

  Business Response

  Date: 12/16/2022

  Business Response /* (1000, 6, 2022/11/28) */
  ************************************************************
  
  
  Date: 11/22/22
  
  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. We also regret the delay in responding to your complaint filed with the Better Business Bureau on October 28, 2022, as we only received this complaint on November 17, 2022.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives(r) on June 13, 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. 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 June 14, 2022, your initial order (a 30-day introductory supply) was sent for a total of $26.35 (including $1.40 AZ Sales Tax) and billed to the credit card provided. USPS tracking #********************** indicates this shipment was delivered on June 22, 2022.
  
  Per the terms of the offer, on July 14, 2022, your 2nd shipment (a 90-day supply) was sent as scheduled for a total of $88.51 (including $8.97 s&h plus $4.69 AZ Sales Tax) to be billed in 3 installments over 31-day billing cycles. The first payment of $29.84 was charged at the time of shipping to the credit card on file, leaving a remaining balance of $58.67. USPS tracking #********************** indicates this shipment was delivered on July 20, 2022.
  
  On August 14, 2022, we attempted to process your 2nd installment of $29.34 as scheduled, but the request for payment was declined by your financial institution; this left the remaining balance of $58.67 due and payable to smileactives(r), and activated the past-due billing process to send monthly balance reminders.
  
  Please be advised that our records do not reflect that any contact has been received in reference to your account prior to receipt of your Better Business Bureau complaint.
  
  As you have requested, your account has been cancelled (effective November 22, 2022.) Your contact information has also been removed from our smileactives(r) marketing databases; please allow 4-6 weeks for these changes to take effect. As an additional gesture of goodwill and in an effort to fully resolve this matter, the remaining balance of $58.67 due for your 2nd shipment has also been removed. Please consider any invoices received after the date of this correspondence to have crossed in the mail.
  
  Your smileactives(r) account is now closed, and nothing further will be shipped or billed.
  
  Sincerely,
  
  Morgan M.
  Senior Manager Contact Center Operations

• Initial Complaint

  Date:10/22/2022

  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 signed up for recurring shipments from the company. I received 2 of the shipments and then they continued to charge me but not ship product. I would like my money back for what I believe they had no intention of sending. I commented this on a reel they posted and my comment was immediately deleted and I could no longer see the reel. They are a scam to take peoples money.
  

  Business Response

  Date: 12/19/2022

  Business Response /* (1000, 5, 2022/11/30) */
  **********************************************************
  
  
  Date: 11/30/22
  
  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. We also regret the delay in responding to your complaint filed with the Better Business Bureau on October 22, 2022, as we only received this complaint on November 17th.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives(r) on July 1, 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. As part of their initial purchase, customers enrolling in the 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, as well as each shipment's cost and billing schedule.
  
  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(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." We regret if you found the offer unclear in any way.
  
  On July 7, 2022, your first order (a 30-day introductory supply) was sent for a total of $43.55 (including $3.60 CA Sales Tax) and billed to the PayPal account provided.
  
  On August 8, 2022, per the terms of the offer, your 2nd shipment (a 90-day supply) was sent for a total cost of $143.69 (including $11.97 s&h plus $11.87 CA Sales Tax) to be billed in 3 installments over 31-day billing cycles. The first payment of $48.63 was charged at the time of shipping to the PayPal account on file; the 2nd and 3rd installments of $47.54 and $47.52 each were charged on September 8, 2022, and October 9, 2022 respectively.
  
  On October 22, 2022, per your social media inquiry, information was provided about the installment billing for your 2nd shipment, and your account was cancelled as requested.
  
  We do offer a 60-day Money Back Guarantee on every shipment; however, our records do not indicate that any returns have been received to present date, and your shipments are no longer within the guarantee period.
  
  Your smileactives(r) account remains closed, and nothing further will be shipped or billed.
  
  Sincerely,
  
  Morgan M.
  Senior Manager Contact Center Operations

• Initial Complaint

  Date:10/18/2022

  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 bought your product a month ago. I only wanted that order. Somehow you auto-enrolled me into a subscription for teeth whitening that I did not want. I called to cancel before 8pm Eastern time and my call was never answered. I went online as the recorded prompt said on the phone to cancel my "subscription" and there was no option to cancel the order, to cancel the subscription, or to remove payment method. This is simply lying and theft. As soon as I saw the transaction being made, I froze my credit card. Please cancel the order, because it has not shipped yet. Please cancel the transaction and cancel my subscription and remove my payment method from my account. The "order" information is taken from the body of the email I just received.
  You authorized a payment of $29.98 USD to Oral Care Products LLC(************************)
  
  This purchase will appear as a pending transaction until Oral Care Products LLC processes your order. To see the full transaction details, log in to your PayPal account. Keep in mind, it may take a few moments for this transaction to appear. Thanks for using PayPal.
  
  Transaction ID
  *****************
  
  Transaction date
  Oct 18, 2022 16:38:30 PDT
  
  Merchant
  Oral Care Products LLC
  *************************************
  
  Instructions to merchant
  You haven't entered any instructions.
  
  Invoice ID
  ****************************
  
  Shipping address
  *******************************************************************
  

  Business Response

  Date: 12/16/2022

  Business Response /* (1000, 5, 2022/11/28) */
  **********************************************************
  
  Date: 11/28/22
  
  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. We also regret the delay in responding to your complaint filed with the Better Business Bureau on October 18, 2022, as we only received this complaint on November 17, 2022.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives(r) on September 16, 2022.
  We do 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 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. 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 September 16, 2022, your initial order (a 30-day introductory supply) was sent for a total of $26.45 (including $1.50 MD Sales Tax) and was billed in full at the time of shipping to the PayPal account provided.
  
  Per the terms of the offer, on October 19, 2022, your 2nd shipment (a 90-day supply) was sent for a total of $88.85 (including $8.97 s&h plus $5.03 MD Sales Tax) to be billed in 3 installments over 31-day billing cycles. The first payment of $29.98 was charged at the time of shipping to the PayPal account on file, leaving a remaining balance of $58.87.
  
  Per your phone request also on this date, your account was cancelled. Information regarding your 2nd shipment already in transit was provided, as 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 November 19, 2022, the 2nd installment of $29.44 for your 2nd shipment was billed to the PayPal account on file as scheduled, leaving a balance due of $29.43.
  
  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 resolve this matter, the remaining balance of $29.43 for your 2nd shipment was cleared on November 19, 2022 per receipt of your Better Business Bureau complaint. Additionally, per your phone request on November 22, a refund of $29.43 was also issued for this shipment as a courtesy - once more in exception to the terms of our Money-Back Guarantee, as no returns have yet been received on your account to present date.
  
  Your smileactives(r) account remains closed, and nothing further will be shipped or billed.
  
  Sincerely,
  
  Morgan M.
  Senior Manager Contact Center Operations

• Initial Complaint

  Date:10/17/2022

  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.

  Smileactives will not cancel my membership and will not stop charging me... this is fraud!
  

  Business Response

  Date: 12/16/2022

  Business Response /* (1000, 5, 2022/11/28) */
  *****************************************************************
  
  
  Date: 11/28/22
  
  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. We also regret the delay in responding to your complaint filed with the Better Business Bureau on October 17, 2022 as we only received this complaint on November 17, 2022.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives(r) on July 12, 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 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, 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 July 13, 2022, your initial order (a 30-day introductory supply) was sent for a total of $42.69 (including $2.74 MO Sales Tax) and was charged in full at the time of shipping to the PayPal account provided.
  
  On August 16, 2022, per the terms of the offer, your 2nd shipment (a 90-day supply) was sent as scheduled for a total cost of $140.85 (including $11.97 s&h plus $9.03 MO Sales Tax) to be billed in 3 installments over 31-day billing cycles. The first payment of $47.51 was charged at the time of shipping to the PayPal account on file, leaving a remaining balance of $93.34.
  
  Per your Live Chat request on this same date, your account was cancelled, and information was provided regarding your 2nd shipment already in transit as well as the remaining balance due for it. Return instructions were also provided at this time. Please be advised that while cancelling an account stops all future shipments, it does not cancel the balance due for orders already shipped: orders shipped prior to cancelation will continue to bill as scheduled until paid in full or returned for credit within the 60-Day Money-Back Guarantee.
  
  As our records do not indicate that your 2nd shipment has been received as a return to present date, the remaining installments have been billed as scheduled, per the invoice enclosed with the shipment, to the PayPal account on file: the 2nd installment of $46.88 was charged on September 16, 2022; the 3rd and final installment of $46.66 was charged on October 17, 2022.
  
  Also on October 17th, per your phone inquiry, it was confirmed that your account was cancelled and paid in full.
  
  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:10/17/2022

  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.

  SmileActives is scamming by subscribing me to this this tooth whiting system. I only wanted one product not a subscription. Truly a scamming sales tactic.
  

  Business Response

  Date: 01/11/2023

  Business Response /* (1000, 5, 2022/12/22) */
  *************************************************************
  
  Date: 12/22/22
  
  Complaint ID: *******
  Account Number: ******
  File Number: **********
  
  Dear Mr. ******,
  
  Thank you for contacting us through the***********************. 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 September 8, 2022.
  
  We do 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: "By checking this box, you are electronically signing your order, agreeing to the terms above and to our general Terms & Conditions, including our no-commitment auto-replenishment program, and authorizing us to charge payments to the credit card you provide." Your authorization of future shipments and associated charges was provided by checking this box to complete your initial order.
  
  More specifically the offer you purchase 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. We regret if you found the offer unclear in any way.
  
  While we do offer the ability to purchase smileactives(r) products without a replenishment account, 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.
  
  On September 8, 2022, your first order (a 30-day introductory supply) was sent for a total of $27.10 (including $2.15 ** Sales Tax) and charged to the credit card provided.
  
  Per the terms of the offer, on October 12, 2022, your 2nd shipment (a 90-day full-sized supply) was sent for a total of $90.28 (including $8.97 s&h plus $6.46 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles. The first payment of $30.09 was charged at the time of shipping to the credit card account on file, leaving a remaining balance of $60.19.
  
  Per your Social Media request, our records reflect that a supervisor contacted you by phone on October 18, 2022: your account was cancelled at that time, and the remaining balance of $60.19 was also cleared as a gesture of goodwill.
  
  Your smileactives(r) account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  *********
  Senior Manager Contact Center Operations

• Initial Complaint

  Date:10/13/2022

  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 have tried without success to cancel my subscription. I did not realize I would be auto-billed for a product that doesn't even work. When trying to cancel online, the link to cancel is broken. Virtual chat just sends you in circles and you can never get a hold of a real person. Meanwhile I am receiving past due invoices for products I did not order.
  

  Business Response

  Date: 11/15/2022

  Business Response /* (1000, 5, 2022/10/27) */
  ******************
  ************************************************
  
  
  Date: 10/27/22
  
  Complaint ID: ******************************
  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 1, 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. 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 August 1, 2022, your initial order (a 30-day supply) was sent for a total of $43.70 (including $3.75. CA Sales Tax) and billed to the PayPal account provided.
  
  On August 31, 2022, per the terms of the agreement, your 2nd shipment (a 90-day supply) began processing for delivery, for a total of $144.18 (including $11.97 s&h and $12.36 CA Sales Tax) to be billed in 3 installments over 31-day billing cycles to the PayPal account on file. We received an approved authorization from PayPal at this time for the 1st installment of $48.82.
  
  On September 1, 2022, your 2nd shipment (a 90-day supply) was sent. We attempted to finalize payment for the 1st installment of $48.82 at this time, but the request was declined by PayPal. This left the full balance of $144.18 due, and activated the past-due billing process which sends monthly balance reminders.
  
  On October 13, 2022, per your Live Chat request, your account was cancelled and information was provided regarding the remaining balance due for your 2nd shipment. As you informed us that this shipment had been refused on arrival, it was noted as an expected return at this time. Please be advised that orders sent prior to cancelation will continue to bill until either paid in full or returned for credit within the 60-Day Money-Back Guarantee; additionally, 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 and/or clear any balance owed.
  
  Although our records do not indicate that your return has yet been received to present date, as a gesture of goodwill and in an effort to fully resolve this matter, the remaining balance due of $144.18 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,
  
  ********.
  Senior Manager Contact Center Operations