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:12/13/2024

  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.

  My wife has memory issues.Earlier this year she saw an ad on tv for this companys product. She thought she was ordering a single product. We were never sent an invoice or any **************** I was checking our bank statement and discovered that we had been charged $26.70 for the last 3 months without any notice from Smileactive!I called them today and found out that they activated a membership and were going to send further shipments and charge our account. My wife had no knowledge of this! I told them to cancel the membership!

  Business Response

  Date: 12/23/2024

  ***** *******
  ***************************************************************************
  
  Date:12/20/2024
  Complaint ID: ********
  Account *************
  
  Dear Mr.*******,
  
  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 your wife enrolled by phone for automatic shipments of smileactives September 15,2024.   We do make every effort to make the promotions and offers for smileactives via the website, TV infomercials, inbound sales phone line, print materials, product packaging and billing.  If a customer chooses to purchase a special discounted offer of an introductory kit they are informed about the membership and automatic replenishment shipments before an order is submitted.  Also, at the time of purchase, customers are provided the option to either begin with the standard introductory 30-Day Entry supply (billed in full when shipped) or a full-sized 90-Day supply (billed in 3 monthly installments).  At the time of the initial purchase, the option to begin with a 90-day supply was accepted. We regret if your wife found the offer unclear in any way.
  
  On September 16, 2024, the order, a 90-day introductory kit, was sent for a total cost of $80.09.  The products were shipped with an information enclosed regarding billing and terms of the purchase.  The first installment of $26.70 was charged at this time.  The 2nd and 3rd installments $26.70 and $26.69 were charged as scheduled October 17th and November 17th respectively.  With the 3rd and final payment, the order was paid in full.
  
  On December 4, 2024, the account was cancelled per your request which stopped any future replenishment shipments.
  
  Please rest assured?that?the?account remains closed with?a zero balance,?and?nothing further?will?be shipped or billed.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director

• Initial Complaint

  Date:12/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled this subscription on September 23, 2024 and have an email confirmation from the conversation with SmileActive. They continue to bill me. I had a zero balance when cancelled but they sent another product and billed me $47.00

  Business Response

  Date: 12/16/2024

  **** *****
  *****************
  *******, FL 34698
  
  Date:12/16/2024
  
  Complaint ***********
  Account *************
  
  Dear Mr. ******************* 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 smileactiveson February 18,2024.  Your initial order of a 30-day introductory kit was sent February 19th for a total cost of $42.75 which was billed in full at that time to the ****** account provided.
  
  Per the terms of your purchase, three additional replenishment shipments were sent before your subscription was cancelled on September 23rd.   The third and last one was shipped on September 20, 2024, and was still in transit when we received your cancellation request.
  
  Each of the replenishment shipments were 90-day supplies with a total cost of $141.05 split into 3 installments billed over 31-day billing cycle.  When your last shipment was sent on September 20th, the first installment of $47.03 was charged at that time leaving a balance of $94.02.
  
  Your account was cancelled on September 23rd per your LiveChat request but please be advised that while cancelling an account stops all future shipments, it does not cancel the balance due for orders already shipped prior to cancellation.  They will continue to bill until paid in full or are returned for credit within the 60-Day Money-Back Guarantee.
  
  Since no return was received, the 2nd installment of $47.02 was charged on October 21, 2024, as scheduled leaving a balance of $47.00.  When we attempted to bill the 3rd and final installment on November 21st ****** declined the request.  At this time the auto past due billing process was activated to send monthly notices advising of the $47.00 balance.
  
  Although our records do not indicate that any returns have been received to present date, as a gesture of goodwill the remaining balance has been cleared.
  
  Your smileactives account remains closed, with nothing further to be shipped or billed.
  
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director

• Initial Complaint

  Date:12/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Misrepresentation of sales.Non performance of cancelation policy

  Business Response

  Date: 12/16/2024

  J.R. *************************************************************************
  *******************
  
  Date: 12/13/2024
  
  Complaint ID: ********
  Account Number: *********
  
  Dear Mr. ******
  
  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 with the purchase a special promotional offer for a 30-day Perfect White System on September 21, 2024.
  
  We make every effort to be forthcoming regarding our promotions and offers for [product] via the website, TV infomercials, inbound sales phone line, print materials, product packaging and billing.  As part of their initial purchase, customers that have selected one of our promotional offers for the 30-day kit are informed they will receive automatic shipments until they contact customer service to cancel or make changes to their membership.  This information is clearly stated in three places online before an order can be submitted.  First on the order page of our website before an offer is selected; 2nd in the shopping cart - in bold print- prior to any personal information being entered. More specifically the order summary for the offer you purchased stated: One month after your first order is shipped, and then approximately every three months thereafter, you will be sent a full-size supply of Smileactives Pro Whitening Gel and 3 Replacement Brush heads. Each shipment will be charged to the payment method you provide today,in three monthly payments of $39.95 plus $3.99 for shipping and handling. All orders are subject to applicable sales tax. You can manage your subscription by calling ************ or visiting ******************************************************** at any time to customize your kit, modify shipping intervals or cancel your subscription.
  
  The information is provided a 3rd time directly above the Pay Now button before the order can be submitted.  Your authorization of future shipments and associated charges was provided by proceeding with your payment to complete your initial order.  We regret if you found the offer unclear in any way.
  
  Your initial order, the 30-day introductory kit (plus a Vibrite Blue Sonic LED Toothbrush Kit) was sent September 23, 2024, for a total cost of $45.03 and billed in full to the credit card provided.
  
  
  On October 23, 2024, per the terms of your purchase, your 2nd shipment (a 90-day replenishment kit) was sent as scheduled for a total of $142.05 to be billed in 3 installments over 31-day billing cycles.  The 1st installment of $47.35 was charged at the time of shipping, leaving a balance of $94.70.
  
  On October 24, 2024, your account was cancelled per your LiveChat request.  Information was provided regarding the order that had just shipped and the available 60-day money back guarantee.  Please be advised that while cancelling an account stops all future shipments, it does not cancel the balance due for orders already shipped prior to cancellation.  They will continue to bill until paid in full or are returned for credit within the 60-Day Money-Back Guarantee.
  
  Since no return was received, the 2nd installment of $47.35 was billed on November 23rd as scheduled. On November 25th we received your call regarding the recent charge.  The total cost and payment scheduled for the replenishment kit were explained.
  
  On December 2nd, your financial institution initiated a dispute for the 2nd payment in the amount of $47.35 for your 2nd shipment. At this time this dispute has not been resolved.  As a courtesy and exception to our advertised return policy the remaining 3rd installment schedule for 12/24 have been waived.  But until the dispute is settled no action can be taken regarding the $47.35 November payment.
  
  Your smileactives account remains closed and nothing further will be shipped. Pending the result of the chargeback dispute nothing further will be billed.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director

• Initial Complaint

  Date:12/08/2024

  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.

  They have not canceled my account and continue to charge me monthly

  Business Response

  Date: 12/12/2024

  ***** *************
  *****************
  Suamico, WI 54173
  
  Date:12/12/2024
  
  Complaint ***********
  Account *************
  
  Dear Mr. *************************** 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 19, 2024, as we only received this complaint December 7, 2024.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives on March 16, 2024, with the purchase of a 30-day introductory Buy One Get One Free special offer.
  
  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.   As part of their initial purchase, customers selecting an offer of a BOGO special are informed they will receive automatic replenishment shipments until they contact customer service to cancel or make changes to their membership.
  
  Your initial order, a 30-day BOGO introductory kit was sent March 18, 2024, for a total cost of $26.32 and billed in full to the ****** account provided.
  
  On April 17, 2024, per the terms of your purchase, your 2nd shipment (a 90-day replenishment kit) was sent as scheduled for a total of $88.42 to be billed in 3 installments over 31-day billing cycles.  The 1st installment of $29.47 was charged at this time leaving a balance of $58.95.
  
  On April 19th we received your Chat request to cancel your smileactives account,but our records reflect that you accepted an offer to postpone you next shipment instead and decrease the frequency of replenishment shipments.  The next shipment was postponed until August 1, 2024.  We regret to learn that the LiveChat ended before information could be provided about your 2nd shipment, still in transit at that time.
  
  The 2nd and 3rd installments of $29.47 and $29.48 were billed as scheduled for your 2nd shipment on May 18th and June 18th respectively.
  
  On November *******, your financial institution reversed the 1st installment of $29.48 for your 2nd shipment.  While this chargeback created a credit in your favor with your financial institution, it restored the amount of $29.48 as due and payable.  At this time the auto past due billing process was activated to send monthly notices advising of the balance.  Your account was cancelled at this time.  Please be advised, while cancelling an account stops all future shipments, it does not cancel the balance due for orders already shipped prior to cancellation. They will continue to bill until paid in full or are returned for credit within the 60-Day Money-Back Guarantee.
  
  Our records do not reflect any calls received from the phone number provided with your order (and this complaint), nor any other contact received in reference to your account either before or since April 19, 2024. Our website offers multiple options to contact us via email, phone, or chat: we regret if you experienced any difficulty contacting us via any of these channels, as they have been tested without issue.  At the time you attempted to sign on through our online member portal the site was down because it is being upgraded as the screenshot you included with this complaint indicated.  We apologize for any frustration this may have caused.
  
  As a gesture of goodwill, the remaining balance of $29.48 has been cleared.  Rest assured your smileactives account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director

• Initial Complaint

  Date:12/07/2024

  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.

  After attempting several times to cancel my orders they continued to charge my card through ******. The website does not work and cannot access account online. Pictures added. I contacted ****** to dispute the charges and they finally were able to cancel the subscription for me. Now I am receiving a delinquent notice for $29.48. Call the number and remain on hold forever, chat is a bot. Looking for smileactives to stop trying to collect $29.48 and officially remove me from any and all subscriptions. The product does not work and they do not stand by their guarantee.

  Business Response

  Date: 12/12/2024

  ***** *************
  *****************
  Suamico, WI 54173
  
  Date:12/12/2024
  
  Complaint ***********
  Account *************
  
  Dear Mr. *************************** 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 19, 2024, as we only received this complaint December 7, 2024.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives on March 16, 2024, with the purchase of a 30-day introductory Buy One Get One Free special offer.
  
  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.   As part of their initial purchase, customers selecting an offer of a BOGO special are informed they will receive automatic replenishment shipments until they contact customer service to cancel or make changes to their membership.
  
  Your initial order, a 30-day BOGO introductory kit was sent March 18, 2024, for a total cost of $26.32 and billed in full to the ****** account provided.
  
  On April 17, 2024, per the terms of your purchase, your 2nd shipment (a 90-day replenishment kit) was sent as scheduled for a total of $88.42 to be billed in 3 installments over 31-day billing cycles.  The 1st installment of $29.47 was charged at this time leaving a balance of $58.95.
  
  On April 19th we received your Chat request to cancel your smileactives account,but our records reflect that you accepted an offer to postpone you next shipment instead and decrease the frequency of replenishment shipments.  The next shipment was postponed until August 1, 2024.  We regret to learn that the LiveChat ended before information could be provided about your 2nd shipment, still in transit at that time.
  
  The 2nd and 3rd installments of $29.47 and $29.48 were billed as scheduled for your 2nd shipment on May 18th and June 18th respectively.
  
  On November *******, your financial institution reversed the 1st installment of $29.48 for your 2nd shipment.  While this chargeback created a credit in your favor with your financial institution, it restored the amount of $29.48 as due and payable.  At this time the auto past due billing process was activated to send monthly notices advising of the balance.  Your account was cancelled at this time.  Please be advised, while cancelling an account stops all future shipments, it does not cancel the balance due for orders already shipped prior to cancellation. They will continue to bill until paid in full or are returned for credit within the 60-Day Money-Back Guarantee.
  
  Our records do not reflect any calls received from the phone number provided with your order (and this complaint), nor any other contact received in reference to your account either before or since April 19, 2024. Our website offers multiple options to contact us via email, phone, or chat: we regret if you experienced any difficulty contacting us via any of these channels, as they have been tested without issue.  At the time you attempted to sign on through our online member portal the site was down because it is being upgraded as the screenshot you included with this complaint indicated.  We apologize for any frustration this may have caused.
  
  As a gesture of goodwill, the remaining balance of $29.48 has been cleared.  Rest assured your smileactives account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director
  

• Initial Complaint

  Date:12/07/2024

  Type:Sales and Advertising 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 single product and canceled the subscription immediately to avoid being charged before I could test the product and see if I liked it. I realized it does not work as advertised, but was shocked to find I was charged and sent product anyway, even though I had canceled several weeks prior. When I emailed customer service they said they had applied a discount to my next order instead of canceling it like I had requested. I asked for a refund and was denied which is both fraudulent and in violation of federal trade commission guidlines. A customer should NEVER be charged for unordered product and is legally entitled to full refund immediately. I canceled in september and was charged October 21, and told I will be charged twice more.

  Business Response

  Date: 12/12/2024

  ****** ******
  *****************
  *******************
  
  Date:12/12/2024
  
  Complaint ***********
  Account *************************
  
  Dear Ms.******,
  
  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 18, 2024, as we only received this complaint December 7, 2024.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives on September 19, 2024, with the purchase of a 30-day introductory Buy One Get One Free special offer.
  
  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.  As part of their initial purchase, customers selecting an offer of a BOGO special are informed they will receive automatic replenishment shipments until they contact customer service to cancel or make changes to their membership. 
  
  Also, on September 19th we received your Chat request to cancel your smileactives account, but our records reflect that you accepted an offer of an additional 20% off the next shipment instead.  Information was provided regarding the next shipment date of October 20th and that changes could be made any time before that date.  
  
  Your initial order, a 30-day BOGO introductory kit was sent September 20, 2024, for a total cost of $27.13 and billed in full to the credit card provided.
  
  On October 21, 2024, per the terms of your purchase, your 2nd shipment (a 90-day replenishment kit) was sent as scheduled for a total of $74.88 to be billed in 3 installments over 31-day billing cycles.  The 1st installment of $24.96 was charged at this time leaving a balance of $49.92.
  
  On October 26, 2024, your account was cancelled per your Chat request. Information was provided regarding your 2nd shipment, the remaining balance and the available 60-day Money Back Guarantee.
  
  On November *******, your financial institution reversed the 1st installment of $24.96 for your 2nd shipment.  Rather than contest this chargeback it was accepted thereby refunding the charge.  The remaining balance of $49.92 was also waived.
  
  Your smileactives account remains closed,with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director

• Initial Complaint

  Date:12/07/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Asked to stop further shipments, but company sent additional, unwanted order. Company continues to bill for additional order. Contacted to clarify and ask for resolution. Have unopened product and would send back if company pays shipping and discontinues billing.

  Business Response

  Date: 12/12/2024

  ***** ******
  ***************
  **************************
  
  Date: 12/11/2024
  
  Complaint ID: ********
  Account Number: ******
  
  Dear Mr. *******
  
  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 18, 2024, as we only received this complaint December 7,, 2024.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives on July 14, 2024, with the purchase of a 30-day introductory Buy One Get One Free special offer.
  
  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.   As part of their initial purchase, customers selecting an offer of a BOGO special are informed they will receive automatic replenishment shipments until they contact customer service to cancel or make changes to their membership. 
  
  Your initial order, a 30-day BOGO introductory kit was sent July 15, 2024, for a total cost of $26.57 and billed in full to the ****** account provided.
  
  On August 13, 2024, per the terms of your purchase, your 2nd shipment (a 90-day replenishment kit) began processing for delivery as scheduled for a total of $89.26 (including $8.97 s&h and $5.44 FL Sales Tax) to be billed in 3 installments over 31-day billing cycles.  We received a payment authorization for the 1st installment of $29.75 from ****** at this time. 
  
  On August 14, 2024, your account was cancelled per your Live Chat request.  We regret to learn that the chat ended before you could be informed of the shipment that has already processed and could not be stopped.   Please be advised that while cancelling an account stops all future shipments; orders that have been processed for delivery at the time of cancelation cannot be prevented from shipping: they will be sent and will continue to bill until paid in full or returned for credit within the 60-Day Money-Back Guarantee. 
  
  Your 2nd shipment was sent August 14th, but when we attempted to finalize authorized payment of the 1st installment for $29.75 at this time, the request was declined by ******. This left the full remaining balance of $89.26 due and activated the past-due billing process to send monthly notices advising of this balance. 
  
  As a gesture of goodwill, and in exception to our advertised policy the remaining balance due of $89.26 has been cleared.  
  
  Your smileactives account remains closed,with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director

• Initial Complaint

  Date:11/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  E-mail sent on 10-16-24, I got to read it 10-17-24, it said reply by 12:00 am, so I wrote back right away.From: ***** from Smileactives [mailto:******************************************************] Sent: Wednesday, October 16, 2024 7:00 PM To: ****** ***** Subject: ******, You've Got a Credit Waiting in Your Account!Hi ******, I wanted to personally let you know that you have a credit waiting in your account. ??You can use it on your next purchase, but there's a catchit expires at midnight. Id hate for you to miss out on this little extra something, so be sure to grab it while you can!Redeem *********************************************************************** Team MY REPLY Hello *****,A credit, send me the ********* sent the e-mail 10/16/2024 and then gave me until midnight to use it?I asked for the money long ago and never heard back from the company, I waited this long for you to tell me I still had a credit?COME ON !!!Send me the money your holding on me, PLEASE!If again, I dont get the money back, I am reporting this as a fraud business *************** Haber

  Business Response

  Date: 11/21/2024

  ****** *****
  ***************************************************************************************
  
  Date: 11/19/24
  
  Complaint ID: ********
  Account Number: ******
  Dear Mr. ******
  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.
  Based on the information you provided regarding the email you received from smileactives and a review of your account the credit mentioned in the email is for a special discount off a new smileactives entry kit order.  Occasionally these offers are sent to former customers who no longer have an active account.  It is not a credit or refund due from a past order or return.  We apologize for any confusion this may have caused
  Our records reflect that you initially enrolled online for automatic shipments of smileactives on January 24, 2024.  Your account was cancelled on June 5,2024.  As a courtesy a prepaid return label was issued to assist with the return of your last shipment at no additional cost to you.  On July ******** that shipment was processed as returned at our facility,within the 60-Day Money Back Guarantee, at which time a refund in the amount of $71.84 was issued and the remaining balance cleared.  There have been no additional shipments are charges since your account was cancelled in June.
  Your smileactives account remains closed with nothing further to be shipped or billed unless you choose to place a new order in the future.
  Sincerely,
  ****** *.
  Contact Center Operations Director
  

• Initial Complaint

  Date:11/06/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered this product and after 3 months saw that it was not doing as advertised...my order was cancelled on July 24, 2024. I have since not received any product, but have received a bill for product. My complaint is that if all the product I received was paid by credit card, why would I keep getting a bill for product I did not receive. If the product worked as good as they said it did, I would have not cancelled. Also, it would help if their customer service had people answering the phone that spoke better english!!! I want the bill adjusted to -0-89.397

  Business Response

  Date: 11/19/2024

  ****** *******
  PO BOX 339
  ********************
  
  Date: 11/12/24
  
  Complaint ***********
  Account *************
  Dear Ms. ********
  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 12, 2024, as we only received this complaint on November 6, 2024.
  Our records reflect that you enrolled online for automatic shipments of smileactives on March 14, 2024, with the purchase of a 30-day introductory Buy One Get One Free special offer.
  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.   As part of their initial purchase, customers selecting an offer of a BOGO special are informed they will receive full-size automatic replenishment shipments until they contact customer service to cancel or make changes to their membership.
  Your initial order, a 30-day BOGO introductory kit was sent March 15, 2024, for a total cost of $26.70 and billed in full to the credit card provided.
  On April 12, 2024, per the terms of your purchase, your 2nd shipment (a 90-day replenishment kit) was sent as scheduled for a total of $89.69 (including $8.97 s&h and $5.87 NC Sales Tax) to be billed in 3 installments over 31-day billing cycles.  The 1st installment of $29.90 was charged at the time of shipping; the 2nd and 3rd installments of $29.90 and $29.89 were charged on May 13th and June ******** respectively.
  On July 12, 2024, your 3rd shipment (another 90-day replenishment kit) was sent as scheduled for a total of $89.69 to be billed in 3 installments over 31-day billing cycles.   The 1st installment of $29.90 was charged at the time of shipping leaving a balance of $59.79.
  On July 24, 2024, your account was cancelled per your online request. Please be advised that while cancelling an account stops all future shipments, it does not cancel the balance due for orders already shipped prior to cancellation. Orders that have already been shipped at the time of cancellation will continue to bill until paid in full or are returned for credit within the 60-Day Money-Back Guarantee.
  On August 12, 2024, the 2nd installment of $29.90 due for your 3rd shipment was charged as scheduled leaving a balance of $29.89
  On September 3, 2024, your financial institution reversed the 2nd payment of $29.90 for your 3rd shipment. While this chargeback created a credit in your favor with your financial institution, it restored the amount of $59.79 as due and payable. At this time the auto past due billing process was activated to send monthly notices advising of the balance.
  On September 25, 2024, an email was sent in response to your written correspondence regarding the billing notices.  The balance was explained.  Although the 60-day MBG had expired at this time as an exception to our advertised MBG you were informed that the order could be returned to clear the balance.
  On October 12, 2024, we received your phone inquiry regarding the balance.  Information was provided explaining the total cost of the full-size shipment and reason for the balance.  We regret the call was ended before a resolution could be offered.  A request for the account to be reviewed and supervisor to call you was submitted.
  On October 16, 2024, a supervisor reached out to you by phone.  A voicemail was left informing you that as a goodwill gesture the remaining balance had been cleared without the return of the shipment. 
  On October ******** an email was sent explaining the balance and billing notices, confirming your account cancellation,and that the cleared balance had been cleared.
  Your smileactives account remains closed,with nothing further to be shipped or billed.
  Sincerely,
  ****** *.
  Contact Center Operations Director

• Initial Complaint

  Date:11/06/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased teeth whitening product from SmileActives and not being advised the product was setup for auto ship, I cancelled the purchase and returned the last shipment to the ******************************* After returning the unopened package through the local **** SmileActives continued to send me invoices and FINAL WARNING demanding payment.Smileactives states a money back guarantee for not being 100% satisfied with the product but I continue to receive threatening invoices.I am requesting SmileActives stop sending me invoices and harassment.

  Business Response

  Date: 11/19/2024

  ******* *****
  ****************
  *****************
  
  Date: 11/12/24
  
  Complaint ***********
  Account Number: ******
  Dear Mr. *************** 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 5, 2024, as we only received this complaint on November 6, 2024.
  Our records reflect that you enrolled online for automatic shipments of smileactives February 7, 2024, with the purchase of a special promotional offer for a 30-day introductory kit.Customers purchasing any of our special offers for a 30-day introductory kit are informed they will receive full-size automatic shipments until they contact customer service to cancel or make changes to their membership.  This information is provided on our website before an offer is selected and in the shopping cart prior to any personal information being entered.  More specifically, the offer you purchased stated: One month after your first order is shipped, and then approximately every three months thereafter, you will be sent a full-size supply of smileactives Pro Whitening Gel and 3 Advanced Whitening Pens. Each shipment will be charged to the payment method you provide today, in three monthly payments of $39.95 plus $3.99 for shipping and handling. All orders are subject to applicable sales tax.  In addition, before customers may finalize their purchase they must check a box that states they agree to the terms of the purchase. Your authorization of future shipments and associated charges was provided by checking this box to complete your initial order.  We regret if you found the offer unclear in any way.
  On February ******, your initial order (a 30-day introductory supply) was sent for a total of $43.05 and billed in full at the time of shipping to the credit card provided.
  On March ******, per the terms of your purchase, your 2nd shipment (a full-size 90-day replenishment kit) was sent as scheduled for a total cost of $142.04 (including $11.97 s&h and $10.22 GA Sales Tax) to be billed in 3 installments over 31-day billing cycles. The first installment of $47.35 was charged at this time leaving a balance of $94.68.
  On March *******, your account was cancelled per your online request.  Information was provided regarding the balance due for your 2nd shipment and return instructions because although cancelling an account stops all future shipments, it does not cancel the balance due for orders already shipped prior to cancellation. Orders that have already been shipped at the time of cancellation will continue to bill until paid in full or are returned for credit within the 60-Day Money-Back Guarantee.
  On April 29, 2024, we attempted to process your 2nd payment of $47.35 for your 2nd shipment as no return had been received, but your charge card was declined by your financial institution. At this time the auto past due billing process was activated to send monthly reminders of the $94.68 balance remaining.  
  Please be advised that billing notices for your 2nd shipment has continued because our records do not reflect that any returns have been received to present date.  If the shipment was returned via refused/return to sender without verifiable proof of mailing, this oftentimes results in a package never being received back to our facility to process a return credit to clear any balance owed.
  As an exception to our advertised 60-day MBG and a gesture of goodwill, the remaining balance of $94.68 has been cleared.  We have also removed your contact information from our marketing database per your request.We ask that you please allow 10 business days for this removal to take effect.
  Your smileactives account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director