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:10/07/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  March 31 2022-ordered tooth paste for 26.94. Did not realize it was a subscription program. It does say as a subscriber you will enjoy the benefits of our subscription program unless you contact customer service to cancel a new kit will automatically be delivered.
  
  On May 1, 2022 $30.65 was paid out. I then realize it was a subscription program. I did receive toothpaste a few days later.
  
  May 2, 2022 I called by phone and canceled the account. Customer number ******. IN THE EMAIL IT SAY TOTAL BALANCE DUE IS ZERO.
  
  June 3, 2022 $29.93 was charged. A month after I had cancelled. I received no product and nothing was shipped. A complaint was filed with PayPal.
  
  June 7, 2022 I received a refund of $29.93
  
  June 9, 2022 received an email about having an unused smile actives credit of $9.67.
  
  August 15, 2022 I received a notice about not receiving a payment for $59.87. For what? It was canceled in May. I haven't received any further product.
  
  Oct 2022 they want to send me to collections for the $59.87. Ridiculous.
  

  Business Response

  Date: 11/03/2022

  Business Response /* (1000, 5, 2022/10/27) */
  ************************************************************************
  
  
  Date: 10/27/22
  
  ********************************************************************
  
  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 31, 2022. As you have noted in your complaint narrative, customers enrolled 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 each shipment's total cost and payment schedule. We regret if you found the offer unclear in any way.
  
  On March 31, 2022, your initial order (a 30-day introductory supply) was sent for a total of $26.94 (including $1.99 OH Sales Tax) and billed to the PayPal account provided.
  
  On May 1, 2022, per the terms of the agreement, your 2nd shipment (a 90-day full-sized supply) began processing for delivery, for a total of $90.52 (including $8.97 s&h and $6.70 OH 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 $30.65.
  
  Also on May 1, 2022, per your Live Chat request, your account was cancelled. Information about your 2nd shipment was provided, as well as return instructions, as shipments which have begun processing prior to cancelation cannot be prevented from shipping: they will be sent, and will bill as scheduled until paid in full or returned for credit within the 60-Day Money-Back Guarantee.
  
  We regret to learn that your automated cancellation confirmation email did not provide accurate information about the remaining balance owed for your 2nd shipment; this was due to a system error, which has since been identified and resolved. We apologize for any confusion which resulted.
  
  On May 3, 2022, your 2nd shipment was sent. The 1st installment of $30.65 was finalized as a charge to the PayPal account on file at this time; the 2nd installment of $29.93 was charged as scheduled on June 3, 2022, leaving a remaining balance of $29.94.
  
  On June 7, 2022, PayPal reversed the 2nd installment of $29.94 for your 2nd shipment. While this chargeback created a credit in your favor with your financial institution, it restored the amount of $59.87 as due and payable to smileactives(r). At this time the past-due billing process was activated, which sends monthly balance reminders.
  
  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 this matter, the remaining balance of $59.87 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, and nothing further will be shipped or billed.
  
  Sincerely,
  
  ********.
  Senior Manager Contact Center Operations
  
  
  Consumer Response /* (2000, 7, 2022/11/02) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Please try to make the terms plain and clear. The fact that this many people are missing it means something is lacking. The individual on the phone did not explain that this was a membership either. Please spend the same amount that the company spends replying to bbb on being clear with the customer. I'm sure that time can be spent on other things company wise.

• Initial Complaint

  Date:10/03/2022

  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.

  they keep billing for product I never requested. I called and not answering calls.

  Business Response

  Date: 11/28/2022

  ***************************
  2106 **************
  **********, ** 45215-5209
  
  
  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 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 June 27, 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 July 1, 2022, your initial order (a 30-day introductory supply) was sent for a total of $26.89 (including $1.94 MO Sales Tax) and billed to the credit card provided.
  
  On August 1, 2022, per the terms of the offer, your 2nd shipment (a 90-day supply) was sent as scheduled for a total cost of $90.35 (including $8.97 s&h plus $6.53 MO Sales Tax) to be billed in 3 installments over 31-day billing cycles. The first payment of $30.58 was charged at the time of shipping to the credit card on file; the 2nd and 3rd installments of $29.88 and $29.89 each were charged on September 1, 2022, and October 2, 2022, respectively.
  
  On October 3, 2022, per your phone inquiries, the installment billing for your 2nd shipment was explained and it was confirmed that your 2nd shipment was no longer within the 60-Day Money Back Guarantee period.
  
  On October 24, 2022, your 2nd shipment was processed as returned at our facility, after the 60-Day Money Back Guarantee had expired, thus no refund was automatically issued.
  
  As our website offers multiple options to contact us - via phone, chat, or email - we regret if you experienced any difficulty reaching us, as these channels have been regularly tested without issue.
  
  Per your complaint narrative, your account has been cancelled (effective November 22, 2022.) As a gesture of goodwill and in an effort to fully resolve this matter, a refund of your returned shipment's purchase price of $80.68 has also been issued. Please allow 3 - 5 business days for credits to post. The shipping and handling charge of $9.67 was not refunded, as our satisfaction guarantee does specify that shipping costs are a non-refundable item.
  
  Your smileactives(r) account is now closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Senior ********************** Operations

• Initial Complaint

  Date:09/29/2022

  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 subscribed to start a trial order from Smile Actives, I would end up cancelling the trial. A month later I get hit with an deduction coming out of my account, I contacted smile actives to cancel. Now today I get a another debuction for 14.67.
  

  Business Response

  Date: 11/15/2022

  Business Response /* (1000, 5, 2022/10/27) */
  ****************************************************************
  
  Date: 10/27/22
  
  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 February 6, 2022.
  
  On February 7, 2022, your initial order (a 30-day introductory supply) was sent for a total of $21.52 (including $1.57 MN Sales Tax) and billed to the credit card provided.
  
  On March 9, 2022, per the terms of the agreement, your 2nd shipment (a 90-day full-sized supply) was sent for a total of $74.24 (including $8.97 s&h and $5.42 MN Sales Tax) to be billed in 3 installments over 31-day billing cycles to the credit card on file. Your 1st installment of $25.22 was billed at the time of shipping; the 2nd installment of $24.51 was charged on April 15, 2022, leaving a remaining balance of $24.51.
  
  On April 15, 2022, per your phone inquiry, information was provided regarding the installment billing for your 2nd shipment, the remaining balance due, and the next scheduled shipment date was confirmed.
  
  On May 12, 2022, the 3rd and final installment of $24.51 for your 2nd shipment was charged to the credit card on file.
  
  On June 8, 2022, we received your phone request to cancel your smileactives(r) account, but our records reflect that you instead accepted an offer to reduce the products included your kits, as well as to postpone the next scheduled shipment. The account was placed on hold until September 30th, at which point regular shipments would resume.
  
  On September 30, 2022, your 3rd shipment (a custom kit, with one 30-day supply of Power Whitening Gel) was sent as scheduled, for a total of $36.59 (including $8.97 s&h and $2.67 MN Sales Tax) to be billed in 3 installments over 31-day billing cycles to the credit card on file. The 1st installment of $14.67 was charged at this time, leaving a remaining balance of $21.92.
  
  Also on September 30, 2022, per your phone request, your account was cancelled. Return instructions for your 3rd shipment were provided at this time, as orders that have already shipped at the time of cancelation will continue to bill as scheduled until paid in full or returned for credit within the 60-Day Money-Back Guarantee.
  
  Although our records do not indicate that any returns have been received to present date, as a gesture of goodwill and in an effort to resolve this matter, the remaining balance due of $21.92 has been cleared.
  
  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:09/28/2022

  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 ordered a television advertised product form this company. A one time purchase. The company repeatedly billed my credit card month after month for a product they were not even shipping to me. I attempted to contact the company to stop the billing but they refused. I stoped the charges by contacting my credit card company. I'm still getting bills from this company for products I'm not receiving and don't want if they were shipping them. This company needs to be investigated. This is a scam that takes advantage of elderly people such as myself, in hopes the charges will go unnoticed on their credit card. I'm looking into elderly abuse charges. My credit card needs to be refunded every dime this company stole from me.
  

  Business Response

  Date: 11/16/2022

  Business Response /* (1000, 5, 2022/10/27) */
  ***************************************************************
  
  Date: 10/27/22
  
  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 by phone for automatic shipments of smileactives(r) on July 16, 2021. At the time of purchase, customers are provided the option to either begin with a standard introductory 30-Day Entry supply or a full-sized 90-Day supply. At the time of your initial purchase, the option to begin with a 90-Day supply was accepted. We regret if you found the offer unclear in any way.
  
  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. 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 information on how to take advantage of the 60-Day Money Back Guarantee available, as well as each shipment's cost and billing schedule.
  
  On July 19, 2021, your initial order (a full-sized 90-day supply) was sent for a total of $64.04 (including promotional free s&h for your first order, and $4.19 GA Sales Tax) to be billed in 3 installments over 31-day billing cycles to the credit card provided. The 1st installment of $21.35 was charged at the time of shipping; the 2nd and 3rd installments of $21.35 and $21.34 each were charged on August 19, 2021 and September 19, 2021 respectively.
  
  On October 18, 2021, per the terms of the offer, your 2nd shipment (a 90-day full-sized supply) was sent for a total of $73.64 (including $8.97 s&h and $4.82 GA Sales Tax) to be billed in 3 installments over 31-day billing cycles to the credit card on file. The 1st installment of $24.97 was charged at the time of shipping; the 2nd and 3rd installments of $24.34 and $24.33 each were charged on November 18, 2021 and December 19, 2021 respectively.
  
  On January 19, 2022, your 3rd shipment was sent for a total of $73.64 (including $8.97 s&h and $4.82 GA Sales Tax) to be billed in 3 installments over 31-day billing cycles to the credit card on file. The 1st installment of $24.97 was charged at the time of shipping; the 2nd and 3rd installments of $24.34 and $24.33 each were charged on February 19, 2022 and March 22, 2022 respectively.
  
  On April 20, 2022, your 4th shipment was sent for a total of $73.64 (including $8.97 s&h and $4.82 GA Sales Tax) to be billed in 3 installments over 31-day billing cycles to the credit card on file. The 1st installment of $24.97 was charged at the time of shipping.
  
  On April 29, 2022, your financial institution reversed the 1st installment of $24.97 for your 4th shipment. While this chargeback created a credit in your favor with your financial institution, it restored the amount of $73.64 due and payable to smileactives(r). This activated the past-due billing process, which sends monthly balance reminders; your account was also cancelled at this time due to the payment dispute. Please be advised that cancelling an account stops all future shipments, but does not cancel the balance due for products shipped prior to cancellation.
  
  While our records do not reflect any calls, chats, or emails have been received in reference to your account since its inception, as a gesture of goodwill and in an effort to resolve this matter, the account balance of $73.64 for your 4th shipment 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 to have crossed in the mail.
  
  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:09/23/2022

  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 order a small amount of Smile Actives online back in spring of this year which was fine but then in May of this year a large tube of Smile actives came in my mail with an $88 bill. Unbeknownst to me by ordering the original product I was now part of a subscription which I didn't realize and certainly didn't want. Two days later on May 25, 2022 I took the unopened $88 tube and sent it back to the Smile Actives company ********************************** They have been harassing me ever since despite multiple emails and calls to customer service that I returned the product. I am to the point of hiring an attorney!
  

  Business Response

  Date: 11/21/2022

  Business Response /* (1000, 5, 2022/11/02) */
  *********************************************************
  
  
  Date: 11/2/22
  
  Complaint ID:********
  Account Number: ******
  File Number: ***********
  Dear Ms.********,
  
  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 April 21, 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 April 22, 2022, your initial order (a 30-day introductory supply) was sent for a total of $26.45 (including $1.50*** Sales Tax) and billed to the******* account provided.
  
  On May 22, 2022, per the terms of the agreement, your 2nd shipment (a 90-day full-sized supply) began processing for delivery, for a total of $88.85 (including $8.97 s&h and $5.03*** Sales Tax) to be billed in 3 installments over 31-day billing cycles to the******* account on file. We received an approved authorization from******* at this time for the 1st installment of $29.98.
  
  Also on May 22, 2022, per your phone request, your account was cancelled. As orders that already in processing at the time of cancelation cannot be prevented from shipping, and will continue to bill until paid in full or returned for credit within the 60-Day Money-Back Guarantee, return instructions were provided at this time and your 2nd shipment was noted as an expected return.
  
  On May 23, 2022, your 2nd shipment was sent. We attempted to finalize payment of the 1st installment for $29.98 at this time, but the request was declined by*******. This left the full balance of $88.85 due and activated the past-due billing process which sends monthly balance reminders.
  
  Our records reflect that per your phone call on June 27, 2022, during which you informed us that you had returned your 2nd shipment, it was confirmed that - while your return had not yet been received to our facilities - the balance due for it could be cleared in advance of your return's receipt, once tracking information for your return was provided.
  
  This information was also provided in response to your email inquiry received on September 26, 2022.
  
  Per your email response received on September 29, your 2nd shipment was noted as returned - however, as this was processed outside the 60-Day Money-Back Guarantee period, no credit was automatically issued.
  
  Although our records do not indicate that any returns have been received for your account to present date, as a gesture of goodwill and in an effort to fully resolve this matter, the remaining balance of $88.85 for your 2nd shipment has been cleared.
  
  Your smileactives(r) account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  *********
  Senior Manager Contact Center Operations

• Initial Complaint

  Date:09/22/2022

  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.

  I placed one order of SmileActives and paid through*******. Received the order. afterwards i was billed (through*******) for 2 additional orders, neither requested nor received. I placed a complaint through******* and they requested a response from SmileActives. No response. As a result, I was credited for the money pulled from my account. On 9/1/22 i was mailed the attached "past due invoice" for ******* for 2 orders (neither ordered nor received). Similar to many other reviews I have read, this company is not reputable !

  Business Response

  Date: 11/29/2022

  Business Response /* (1000, 5, 2022/10/21) */
  *****************************************************
  
  
  Date: 10/21/22
  
  Complaint ID:********
  Account Number: ******
  File Number: **********
  
  Dear Ms. *****,
  
  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 May 30, 2022. Please be advised that 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
  
  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. 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.
  
  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 1 smileactives(r) Power Whitening Gel, 3 Advanced Whitening Pens, and 3 brush heads. Each shipment will be charged to the card you provide today, in three monthly payments at the low price of $47.95 plus $2.99 for shipping and handling per month, unless you call to cancel. There is no commitment and no minimum to buy. All orders are subject to applicable sales tax." We regret if you found this offer unclear in any way.
  
  On June 2, 2022, your initial order (a 30-day introductory supply) was sent for a total of $54.10 (including $4.15*** Sales Tax) which was billed in full to the******* account provided.***** tracking #********************** indicates this shipment was delivered on June 6, 2022.
  
  On July 2, 2022, per the terms of the agreement, your 2nd shipment (a 90-day full-sized supply) began processing for delivery, with a total cost of $175.25 (including $11.97 s&h and $13.43*** Sales Tax) to be billed in 3 installments over 31-day billing cycles to the******* account on file. We received payment authorization from******* at this time for the 1st installment in the amount of $59.09.
  
  On July 4, 2022, per your Chat request, your account was cancelled. However, orders that have already processed for shipment at the time of cancelation cannot be prevented from shipping: they will be sent, and will continue to bill as scheduled until either paid in full or returned for credit within the 60-Day Money-Back Guarantee. Information was provided via email at this time outlining the billing schedule for your 2nd shipment.
  
  On July 6, 2022, your 2nd shipment was sent and the 1st payment of $59.09 was finalized as a charge to the******* account on file, leaving a remaining balance of $116.16.***** tracking #********************** indicates this shipment was delivered on July 11, 2022.
  
  On August 6, 2022, the 2nd installment of $58.09 for your 2nd shipment was charged to the******* account on file as scheduled, leaving a remaining balance of $58.07.
  
  On August 15, 2022, we received request from******* to reverse the August 6th charge. As this installment payment was processed within the terms of the member agreement, the shipment was confirmed as delivered by*****, and no return(s) had been received, the dispute was not accepted at this time. We responded to this dispute with fulfillment confirmation, as well as information about the 60-Day Money Back Guarantee available.
  
  On August 30, 2022,******* reversed the 2nd installment of $58.09 for your 2nd shipment. While this chargeback created a credit in your favor with your financial institution, it restored the amount of $116.16 due and payable to smileactives(r) for your 2nd shipment. At this time the past-due billing process was activated, which sends monthly balance reminders.
  
  While our records do not reflect that either of your shipments have been received as returns to present date, as a gesture of goodwill and in an effort to resolve this matter, the remaining balance of $116.16 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
  
  
  Consumer Response /* (3000, 7, 2022/10/27) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I am pleased the payment due has been removed. However this happened after I made yet another phone call about 2 weeks ago (roughly October 10) after receiving another bill. Again i was told it was a mistake.
  
  I believe this is a billing routine by SmileActives. Look at the number of complaints exactly like this submitted to ***.
  
  Thank you.
  
  
  Business Response /* (4000, 9, 2022/11/09) */
  *****************************************************
  
  
  Date: 11/09/22
  
  Complaint ID:********
  Account Number: ******
  File Number:***********
  
  Dear Ms. *****,
  
  Thank you for the opportunity to respond.
  
  While you may notice a trend with the reviews or complaints regarding our continuity program, please keep in mind that happy customers generally do not leave any feedback regarding their experience - the reviews and complaints that the ********************** receives reflect only a small portion of our customers.
  
  As stated in our previous response, we do make every effort to be forthcoming regarding our promotions and offers for smileactives(r). Information regarding the replenishment program, as well as cost and installment billing information, is provided on our website prior to any personal information being entered. This information is also reiterated on the invoice enclosed with each shipment, as well as the next scheduled shipment date.
  
  Please be advised that our records reflect the most recent notice of balance due was mailed on September 27, 2022. Per your phone call on October 10, 2022, it was confirmed that the notice you were inquiring about corresponded to your 2nd shipment: as explained previously,***** tracking information indicated this shipment was delivered on July 11, 2022. However, as you stated that you had received only your initial order, a request for removal of the balance was processed, as a courtesy in exception to the 60-Day Money-Back Guarantee period which was no longer available for your shipment sent in July.
  
  On October 11, 2022, the $116.16 balance due was removed as a gesture of goodwill in effort to resolve this matter.
  
  To confirm once more, your smileactives(r) account remains closed, and nothing further will be shipped or billed.
  
  Sincerely,
  
  *********
  Senior Manager Contact Center Operations

• Initial Complaint

  Date:09/17/2022

  Type:Customer Service 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.

  Continue to send product that I do not want. I informed Smileactives that I did not want auto ship products. I received another order in my mailbox today that I did not order.

  Business Response

  Date: 10/19/2022

  Business Response /* (1000, 5, 2022/10/12) */
  **************************************************
  
  
  Date: 10/12/22
  
  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 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 provided terms. 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 8, 2022, your initial order (a 30-day introductory supply) was sent for a total cost of $42.75 (including $2.80 ** Sales Tax) which was billed in full at the time of shipping to the ****** account provided.
  
  On September 11, 2022, per the terms of the offer, your 2nd shipment (a 90-day full-sized supply) began processing for delivery with a total cost of $141.05 (including $11.97 s&h plus $9.23 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles. As we received an approved authorization from ****** at this time for the 1st installment of $47.59, on the following date (9/12) your 2nd shipment was sent. We attempted to finalize payment of the 1st installment for $47.59 when the kit shipped, but the request was declined by ******. This left the full remaining balance of $141.05 due, and activated the past-due billing process to send monthly notices advising of this balance.
  
  On September 17, 2022, per your Live Chat request, your account was cancelled and information regarding the remaining balance, as well as our 60-Day Money-Back Guarantee, was provided. While cancelling an account stops all future shipments, it does not cancel the balance due for orders shipped prior to cancellation: they will continue to bill until paid in full or returned for credit within the 60-Day Money-Back Guarantee.
  
  On September 19, 2022, per receipt of your inquiry by email via the "Contact Us" link at our ********************** profile, return instructions were provided.
  
  On September 28, 2022, we received your check payment of $141.05 for your 2nd shipment, which paid your account balance in full: we ask that you please consider any invoices received after this date to have crossed in the mail.
  
  As you have requested, your contact information has now been removed from our marketing databases. Please allow 4-6 weeks for these changes to take effect.
  
  Your smileactives(r) account remains closed, with nothing further to be shipped or billed
  
  Sincerely,
  
  *********
  Senior Manager Contact Center Operations
  
  
  Consumer Response /* (2000, 7, 2022/10/18) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:09/09/2022

  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.

  It hasn't been good at all! When I ordered the product in March as a one-time a TV offer, I said I will not need auto shipping and did not want it. If I wanted more product I would order it. I was ONLY calling to take advantage of a marketed TV Offer. I was told this would be only one charge.
  
  I called back after getting the second shipment, which was a lot bigger. I didn't order nor need it; I called and explained that. The lady said it was cancelled and I wouldn't get any more charges & be refund for the April charge per the 60 days money back guarantee. I sent the item back but you can't find it and I can't seem to locate the tracking info.
  
  Now, in May I don't receive anything else in the mail, but I'm billed AGAIN.
  
  This company is a SCAM and I wish I had NEVER ordered your product.
  
  Then you send me an email in July and tell me I have a ***** credit and would I like to order more product. I asked you all to just forward me the credit and don't contact me anymore. Do you think I ever got my credit? But they are still sending email.

  Business Response

  Date: 12/02/2022

  Business Response /* (1000, 5, 2022/10/10) */
  **********************************************************
  
  
  Date: 10/10/22
  
  ********************************************************************
  
  Dear ************,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records reflect that you enrolled by phone for automatic shipments of smileactives(r) on March 8, 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 each shipment's cost and billing schedule, as well as the next scheduled shipment date. We regret if you found the offer unclear in any way.
  
  Please be advised that while we do offer the ability to purchase smileactives(r) products without a replenishment account, that 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 March 8, 2022, your initial order (a 30-day supply) was sent for a total cost of $27.31 (including $2.37 AR Sales Tax) and charged in full at the time of shipping to the credit card provided.
  
  On April 8, 2022, per the terms of the offer, your 2nd shipment (a 90-day supply) was sent for a total of $95.08 (including $11.97 s&h plus $8.26 AR Sales Tax) to be billed in 3 installments over 31-day billing cycles. The first installment of $32.45 was charged at this time to the credit card on file, leaving a remaining balance of $62.63.
  
  On April 14, 2022, per your phone request, your account was cancelled and return instructions were provided; while cancelling an account stops all future shipments, it does not cancel the balance owed for orders shipped prior to cancellation. Therefore, the 2nd and 3rd installments of $31.31 and $31.32 each for your 2nd shipment were charged as scheduled on March 9th and June 9th, respectively, after which that shipment was paid in full.
  
  Per your phone inquiry on June 10, 2022, as a courtesy in exception to our guarantee policy, refunds totaling $95.08 were issued for your 2nd shipment which had not yet been received to our facilities.
  
  On June 14, 2022, your initial order was processed as returned at our facility, after the 60-Day Money Back Guarantee had expired, thus no refund was automatically issued.
  
  On September 19, 2022, as a gesture of goodwill in response to your BBB review, a refund of $27.32 was also issued for your initial order.
  
  We regret that you have received unwanted marketing offers from our company. As was requested in your review, on September 19th your email information was removed from our 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,
  
  ********.
  Senior Manager Contact Center Operations
  
  
  Consumer Response /* (3000, 7, 2022/10/27) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  First off, I like how Smile Active claims that their records are in order, but I know different. When I ordered originally, I asked the the rep BEFORE placing the order was the auto-shipping required and she told me no. She assured me that she had cut that off and it was a one-time shipment per my request. Well that was a lie. Secondly, I called back after I received the next shipment and spoke with someone that told me it was then cancelled, said she was refunding me, and apologized for the inconvenience. The refund didn't happen at that point either. I never received a third shipment but did received a third charge. So again, things had not been taken care of by anyone. Then, I requested to speak with a supervisor because I felt this was was a scam and I was being taken advantage of. At that point, the took me seriously and did eventually refund my money. However, the entire process and all the conversations I had to have to discuss the same thing was ridiculous. Not to mention, if I didn't pay close attention to my credit card statement monthly, who knows how long Smile Actives would have been charging me. For them to write back with all these documented conversations with no documentation or acknowledgment of all the mistakes they made and how they wronged a customer ONLY validates my belief that they are happy with scamming people. BUYER BEWARE!
  
  
  Business Response /* (4000, 9, 2022/11/11) */
  *************************************************************************************************************************************************
  
  Dear ************,
  
  Thank you for the opportunity to respond.
  
  As stated in our previous response, we do offer the ability to purchase smileactives(r) products without a replenishment account, online and/or by phone. However, customers who choose to place one-time orders - rather than joining as a member - are only able to purchase the products at our retail prices, and are not able to take advantage of discounted pricing and free gifts included with membership purchases, such as the offer which you initially ordered. Our introductory Buy One Get One Free Power Whitening Gel promotion (two 30-day 1 oz supplies, at a total cost of $24.95 before taxes and including free s&h) which you purchased is only available with membership. Please be advised that retail price for individual 1oz Power Whitening Gels is $29.95 each, before tax or s&h applied.
  
  We do make every effort to clearly explain to customers enrolling for membership by phone that they will receive automatic shipments until they contact customer service to cancel or make changes to their membership; information about the terms of membership is also included with each shipment, as well as the billing schedule for each shipment which provides the amounts and dates of scheduled charges for it.
  
  When you contacted us by phone on April 14th to request cancellation, and on May 16th regarding the billing for your 2nd shipment, during both of these calls information was provided about the total cost of your 2nd and final shipment, the billing for it processed over 3 payments, and return instructions were provided - including confirmation that refunds are issued on receipt of a return within the 60-Day Money Back Guarantee.
  
  As previously noted, per your phone inquiry on June 10, 2022 - while our guarantee specifies that "Once the returned products have been received in our system, we will credit your account for the price of the items returned" - refunds inclusive of the s&h cost, totaling $95.08, were issued for your 2nd shipment, even though no returns had yet been received at that time.
  
  Additionally, on September 19th, as a gesture of goodwill in an effort to resolve your Better Business Bureau complaint, a refund for your initial order was also issued, even though this shipment was received as a return after its 60-Day Money Back Guarantee had expired.
  
  We regret if you felt you were treated less-than-professionally by any member of our staff: please rest assured that your experience has been reviewed, and will be used to improve our services moving forward.
  
  To confirm once more, all amounts paid on your smileactives(r) account have been refunded; the account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ********.
  Senior Manager Contact Center Operations

• Initial Complaint

  Date:09/08/2022

  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 gone back and forth with this company. I purchased a ONE TIME purchase of Smileactives. I then received notice that my credit card was charged again. I let them know I did not sign up for their reoccurring shipments. I returned the product they proceeded to ship to me and let them know to cancel any shipments. As I did not agree to this or sign up for this. I simply purchased a one time purchase to try it. They confirmed they have canceled this and I returned the product. They are still trying to bill me for product I returned. I get emails and letters in the mail asking for payment for product I don't have or want! This is harassment and it needs to stop and in no way should I be expected to pay for something I did not order and when received, promptly returned it to them. I have tried to call their phone number X-XXX-XXX-XXXX and it puts you on hold and then hangs up. Please resolve this issue.

  Business Response

  Date: 10/18/2022

  Business Response /* (1000, 5, 2022/10/10) */
  ***************************************************************
  Date: 10/10/22
  
  Complaint ID:********
  Account Number: ******
  File Number: **********
  
  Dear Ms. ******,
  
  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 June 2, 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. The information regarding the terms of the online offer and the continuity program are 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 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(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 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 each shipment's cost and billing schedule, as well as the next scheduled shipment date. We regret if you found the offer unclear in any way.
  
  Please be advised that while we do offer the ability to purchase smileactives(r) products without a replenishment account, that 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 June 3, 2022, your initial order (a 30-day supply) was sent for a total cost of $26.95 (including $2.00 ** Sales Tax) which was charged in full at the time of shipping to the credit card provided.
  
  On July 6, 2022, per the terms of the offer, your 2nd shipment (a 90-day supply) was sent for a total of $90.55 (including $8.97 s&h plus $6.73 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles. The first installment of $30.66 was charged at this time to the credit card on file, leaving a remaining balance of $59.89.
  
  On July 11, 2022, per your Live Chat request, your account was cancelled and return instructions were provided. While cancelling an account stops all future shipments, it does not cancel the balance due for orders shipped prior to cancellation: they will continue to bill as scheduled until paid in full or returned for credit within the 60-Day Money-Back Guarantee.
  
  Please be advised that our records do not reflect any calls, chats, or emails received in reference to your account either before or since July 11th. 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 regularly tested without issue.
  
  On August 6, 2022, we attempted to process your 2nd installment of $29.94 as scheduled, but the request for payment was declined by your financial institution. This left the remaining balance of $59.89 due, and activated the past-due billing process to send monthly balance reminders.
  
  Although our records do not indicate that any of your shipments have been received as returns to present date, as a gesture of goodwill and in an effort to fully resolve this matter, the remaining balance of $59.89 has been cleared.
  
  Your smileactives(r) account remains closed, and nothing further will be shipped or billed.
  
  Sincerely,
  
  *********
  Senior Manager Contact Center Operations
  
  
  Consumer Response /* (2000, 7, 2022/10/17) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I accept their response since they cleared the amount. I returned product to them per their instructions. Where it goes from there is out of my control. I appreciate the company making it right.

• Initial Complaint

  Date:09/06/2022

  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 made a one time purchase from Smileactives which I paid for with my debt card and now they keep debuting my account taking large amounts of money out of my account without my consent or knowledge I had to file a complaint against them through my bank because I'm on Social security and I would never give permission to them or a anyone to take money out like that they have taken money for my rent and they never said a word about it, I go to make a withdraw and there's nothing in there because they took it that highway robbery and it's a scam. Please help and stop others from getting ripped off.
  

  Business Response

  Date: 10/18/2022

  Business Response /* (1000, 5, 2022/10/10) */
  ********************************************************
  
  Date: 10/10/22
  
  Complaint ID: *******
  Account Number: ******
  File Number: **********
  
  Dear Ms. *****,
  
  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 June 3, 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 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, each shipment's cost and billing schedule, as well as the next scheduled shipment date.
  
  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, 3 Advanced Whitening Pens, and 3 brush heads. Each shipment will be charged to the card you provide today, in three monthly payments at the low price of $49.95 plus $3.99 for shipping and handling per month, unless you call to cancel. There is no commitment and no minimum to buy. All orders are subject to applicable sales tax." We regret if you found this 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 August 29, 2022, your initial order (a 30-day introductory supply) was sent for a total cost of $53.45 (including $3.50 ** Sales Tax) which was billed in full to the provided credit card.
  
  On July 6, 2022, per the terms of the offer, your 2nd shipment (a 90-day full-sized supply) was sent for a total of $173.15 (including $11.97 s&h plus $11.33 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles. The first installment of $58.29 was charged at this time to the credit card on file; the 2nd and 3rd installments of $57.44 and $57.42 each were charged as scheduled on August 6, 2022 and September 6, 2022, respectively.
  
  Also on September 6, 2022, per your phone request, your account was cancelled.
  
  Your smileactives(r) account remains closed, with nothing further to be shipped or billed unless you choose to place a new order in the future.
  
  Sincerely,
  
  *********
  Senior Manager Contact Center Operations
  
  
  Consumer Response /* (2000, 7, 2022/10/17) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I except the *** response because I trust and respect the fair and honest way that they handle each and every case that comes there way and it's done in a timely manner.