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: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.

• Initial Complaint

  Date:08/23/2022

  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 wish to cancel auto ship but they don't answer the phone and you can't cancel online, I've already tried. I do not want my card charged again or any more of their product.
  

  Business Response

  Date: 10/03/2022

  Business Response /* (1000, 5, 2022/09/14) */
  *****************************************************
  
  
  Date: 09/14/22
  
  Complaint ID:********
  Account Number: ******
  File Number:***********
  
  Dear**********
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives(r) on July 23, 2022.
  
  On July 25, 2022, your initial order (a 30-day supply) was sent for a total of $43.24 (including $3.29 MO Sales Tax) and billed to the PayPal account provided.
  
  On August 24, 2022, per the terms of the agreement, your 2nd shipment (a 90-day supply) was sent as scheduled, for a total of $142.66 (including $11.97 s&h and $10.84 MO Sales Tax) to be billed in 3 installments over 31-day billing cycles to the credit card on file. Your 1st installment of $48.22 was billed at the time of shipping, leaving a remaining balance of $94.44.
  
  Also, on August 24, 2022, per your after-hours chat request on 8/23, your account was cancelled. Please be advised that while cancelling an account stops all future shipments, it does not cancel the balance due for orders which have already shipped prior to cancellation; they will continue to bill as scheduled until paid in full or are returned for credit within the 60-Day Money-Back Guarantee.
  
  Our records do not reflect that any calls have been 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 August 24, 2022. As our website offers multiple options to contact us - via email, phone, or chat - we regret if you experienced any difficulty connecting with us via any of these channels, which have been regularly tested without issue.
  
  As a goodwill gesture, a pre-paid return label has been issued to assist with the return of your 2nd shipment at no additional cost to you. Please allow a minimum of 7-10 business days for that label to arrive by mail. Once your return is received within the 60-Day Money Back Guarantee period, any remaining balance due for the kit will be cleared, and a refund of the purchase price issued (less shipping and handling, per the terms of our guarantee.)
  
  Your smileactives(r) account remains closed, with nothing further to be shipped.
  
  Sincerely,
  
  Morgan M.
  Senior Manager Contact Center Operations

• Initial Complaint

  Date:08/17/2022

  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.

  I tried to cancel my membership using the instructions provided. There was no place within my profile when I logged in to allow me to cancel. NO PLACE. So, I did I live chat that was obviously not a real person. In the chat it said all customer service was busy and they would pass on my request and I should receive an email. I did not get an email. I had to stop payments through PayPal but I'm concerned they'll keep trying to send products.
  
  Second complaint is that I paid initially for the first set of products directly through paypal. After the second set came I got a bill for that amount plus the initial amount. They're trying to double-bill me. I'm going to return everything but I believe this company is trying to scam me. Please help!
  

  Business Response

  Date: 09/22/2022

  Business Response /* (1000, 5, 2022/09/15) */
  *********************************************************
  
  
  Date: 09/15/22
  
  ********************************************************************
  
  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 June 27, 2022. We do make every effort to be forthcoming regarding our promotions and offers for smileactives(r) via the website, TV infomercials, inbound sales phone line, print materials, product packaging, and billing. 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. 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 supply) was sent for a total of $42.65 (including $2.40 MD Sales Tax) and charged in full to the PayPal account provided.
  
  On July 31, 2022, per the terms of the online offer, your 2nd shipment began processing for delivery, with a total cost of $139.73 (including $11.97 s&h and $7.91 MD Sales Tax) to be billed in 3 installments over 31-day billing cycles. We received an approved authorization from PayPal at this time for the 1st installment of $47.07.
  
  On August 2, 2022, your 2nd shipment (a 90-day supply) was sent. We attempted to finalize the previously-authorized 1st payment as a charge at this time, but the request was declined by PayPal; this left the full order balance of $139.73 due and payable to smileactives(r), and activated the past-due billing process which sends monthly balance reminders.
  
  As procedures vary amongst financial institutions, you may wish to check with PayPal in terms of how it handles authorizations: typically, the amount authorized does not appear on your finalized account statement, just the amount ultimately charged. As our request to finalize the 1st installment payment for your 2nd shipment was declined, no funds have been transferred to us for that shipment.
  
  On August 18, 2022, per your chat request, your account was cancelled. We regret to learn that the response email which confirmed your account cancellation and provided information regarding the remaining balance due was not sent to the correct email address, and we would like to apologize for any confusion which resulted. Please be advised that orders sent prior to cancellation will continue to bill until paid in full or returned within the 60-Day Money Back Guarantee.
  
  As a goodwill gesture in an effort to fully resolve this matter, a pre-paid return label has been issued to assist with the return of your 2nd shipment at no additional cost to you. Please allow a minimum of 7-10 business days for that label to arrive by mail. Additionally, the balance of $139.73 has been removed in advance of your return's receipt: 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 /* (2000, 7, 2022/09/21) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:08/16/2022

  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.

  I ordered their Smile Actives whitening gel back in February 2022 and called to cancel the automatic subscription well within the window. Rather than cancelling my account, they delayed my account, and I just received a pending payment to them this morning for the automatic subscription. When I called they stated they would cancel my account but it was too late to cancel the order. The first installment is $33.61 and that's what I'm hoping to get credited back to my PayPal account.
  

  Business Response

  Date: 09/21/2022

  Business Response /* (1000, 5, 2022/09/14) */
  **************************************************
  
  Date: 09/14/22
  
  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 8, 2022, at which time your initial order (a 30-day supply) was sent for a total of $26.51 (including $1.56 IL Sales Tax) and billed in full to the PayPal account provided.
  
  On April 5, 2022, our records indicate that we received your phone request to cancel your account, but you instead accepted an offer to postpone future shipments. Your account was placed on hold until August 15, 2022, at which time regular shipments resumed.
  
  On August 16, 2022, your 2nd shipment (a 90-day supply) was sent as scheduled, for a total of $100.80 (including $5.97 s&h and $5.58 IL Sales Tax) to be billed in 3 installments over 31-day billing cycles to the PayPal account on file. The 1st installment of $33.61 was charged at the time of shipping, leaving a remaining balance of $67.29.
  
  On August 16, 2022, per your phone request, your account was cancelled and return instructions were provided, as well as information provided about the remaining balance for your 2nd shipment.
  
  On September 9, 2022, your 2nd shipment was processed as returned at our facility, within the 60-Day Money Back Guarantee, at which time a refund of $27.64 was issued and the balance of $67.29 was cleared. Per the terms of our 60-Day Money-Back Guarantee, the $5.97 (s&h) was not refunded.
  
  As a gesture of goodwill in effort to fully resolve this matter - and in exception to the terms of our satisfaction guarantee - a refund for the $5.97 s&h paid for your 2nd shipment has now also been issued. Please allow 3-5 business days for credits to post.
  
  Your smileactives(r) account remains closed, and nothing further will be shipped or billed unless you choose to place a new order in the future.
  
  Sincerely,
  
  Morgan M.
  Senior Manager Contact Center Operations
  
  
  Consumer Response /* (2000, 7, 2022/09/20) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I appreciate the follow through and refunding the shipping as well. It made me feel heard, unlike when I originally attempted to close my account.

• Initial Complaint

  Date:08/11/2022

  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.

  Smile actives charged my account 3 times once even after I canceled my account... my customer number is ******.... when I tried to explain to them they charged my account 2 days in a row they said I was wrong... I explained how my balance was deducted 49.27 on Aug 9th and 10th they said I was wrong again and that never happened.... it is impossible to get a straight answer out of any of them they just keep saying I'm wrong.... that I was not charged... I want my money back for the 2 charges... this product is horrible... customer service is terrible
  

  Business Response

  Date: 09/16/2022

  Business Response /* (1000, 5, 2022/08/29) */
  ****************************************************************
  
  Date: 08/29/22
  
  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 July 9, 2022.
  
  On July 11, 2022, your initial shipment (a 30-day introductory supply) was sent, with the total cost of $44.05(including $4.10 ** Sales Tax) charged in full to the ****** account provided.
  
  Per the terms of the offer, on August 9, 2022, your 2nd shipment (a 90-day supply) began processing for delivery as scheduled, for a total of $145.33 (including $11.97 s&h and $13.51 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles. We received an authorization from ****** at this time for payment of the 1st installment of $49.27.
  
  Please be advised that each ****** payment is submitted for authorization approval first; this may not always be the same date that we charge your account, as our payment authorization is not finalized as a charge until a shipment has been sent. Funds in the amount authorized are often held by your financial institution for several business days and may not be available to you during such time. As procedures vary amongst financial institutions, you may wish to check with ******, and/or your financial institution associated with the ****** account, in terms of how authorizations are handled. Typically, the amount authorized does not appear on your final statement - just the amount ultimately charged.
  
  On August 10, 2022, your 2nd shipment was sent. The previously-authorized 1st installment of $49.27 was finalized as a charge at this time, leaving a remaining balance of $96.06.
  
  Also on August 10, 2022, per your phone request, your account was cancelled. Information regarding your 2nd shipment's installment billing and remaining balance was provided, as orders that have already been 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.
  
  As a gesture of goodwill in an effort to fully resolve this matter, the remaining balance of $96.06 has been cleared in advance of any returns received. Additionally, a pre-paid return label has been issued to assist with the return of your 2nd shipment at no additional cost to you. Please allow 7-10 business days for that label to arrive by mail. Once your return is received within the guarantee period, a refund of the shipment's purchase price (less s&h, per our 60-Day Money Back Guarantee) will be issued.
  
  Your smileactives(r) account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  *********
  Senior Manager Contact Center Operations

• Initial Complaint

  Date:08/01/2022

  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.

  Re: Smile actives I bought a sample a while ago, then they sent me a full product. I was told I had to keep it. I clearly didn't know that was the case. I then cancelled any further shipping. Then I received another. I was told they would email a return label. Waited, called, told they are not sending me one!
  

  Business Response

  Date: 09/16/2022

  Business Response /* (1000, 5, 2022/08/29) */
  *****************************************************
  
  
  Date: 08/29/22
  
  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 March 13, 2022. As part of their initial purchase, customers enrolling in the smileactives(r) member program are informed they will receive automatic shipments until they contact customer service to cancel or make changes to their membership. This information is clearly stated on the order page of our website. The products are also shipped with information reiterating the terms and benefits of membership, as well as each shipment's total cost and payment schedule. We regret if you found the offer unclear in any way.
  
  On March 14, 2022, your initial order (a 30-day supply, with a buy-one-get-one free Power Whitening Gel introductory promotion) was sent for a total of $26.51 (including $1.56 ** Sales Tax) which was billed in full to the credit card provided.
  
  On April 13, 2022, per the terms of the offer, your 2nd shipment (a 90-day supply) was sent for a total of $88.50 (including $8.97 s&h and $4.68 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles. The 1st payment of $29.50 was charged at the time of shipping, leaving a remaining balance of $59.00.
  
  On April 29, 2022, your 2nd shipment was processed as returned at our facility, within the 60-Day Money Back Guarantee, at which time a refund in the amount of $20.53 was issued and the balance of $59.00 was cleared. Per the terms of our 60-Day Money-Back Guarantee, the $8.97 s&h was not refunded.
  
  On July 14, 2022, per the terms of the offer, your 3rd shipment (a 90-day supply) was sent for a total of $88.50 (including $8.97 s&h and $4.68 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles. The 1st payment of $29.50 was charged at the time of shipping, leaving a remaining balance of $59.00.
  
  On July 28, 2022, per your phone request, your account was cancelled. Please be advised that while cancelling an account stops all future shipments, it does not cancel the balance due for orders sent prior to cancellation: they will continue to bill as scheduled until either paid in full or returned for credit within the 60-Day Money-Back Guarantee. We regret to note on reviewing your experience that your request for a pre-paid return label at this time was not correctly processed, and would like to apologize for any inconvenience which resulted. Please rest assured that your experience has been reviewed, and will be used to improve our services moving forward.
  
  On August 14, 2022, the 2nd installment of $29.50 for your 2nd shipment was charged as scheduled to the credit card on file, leaving a remaining balance of $29.50.
  
  As a gesture of goodwill in an effort to fully resolve this matter, the 60-day Money Back Guarantee for your 3rd shipment has been extended an additional 30 days, and a pre-paid **** return label has been issued to assist with the return of the shipment at no additional cost to you. Please allow a minimum of 7-10 business days for that label to arrive by mail. Additionally, the remaining balance of $29.50 for your 3rd shipment has been cleared in anticipation of your return; once your return is received within the extended guarantee period, a refund of the purchase price (less s&h) will be issued.
  
  Your smileactives(r) account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  *********
  Senior Manager Contact Center Operations

• Initial Complaint

  Date:07/25/2022

  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.

  This company continues to steal money from my checking account, even though I cancelled this account last year! They are uncooperative and represent fraud in the highest degree! Again, they have stolen money from me ($42.47) with a hold on my checking account. They did not have my consent to take this money out! I am overdrawn and would also like to have my overdrawn banking fees replaced!!! ($29.00) I am asking for a total doller amont of *******
  
  Pending Transactions (1)
  Pending transactions may not be the final amount that posts to account.
  DATE DESCRIPTION AMOUNT
  07/27/22 POS Hold, GRC*SMILEACTIVES *******

  Business Response

  Date: 09/02/2022

  Business Response /* (1000, 5, 2022/08/15) */
  ****************************************************************
  
  
  Date: 08/15/22
  
  Complaint ID: *******
  Account Number: ******
  File Number:***********
  
  Dear **. *****,
  
  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 February 22, 2022. As part of the initial purchase, customers are enrolled in the smileactives(r) member program and are informed they will receive automatic shipments until they contact customer service to cancel or make changes to their membership. This information is clearly stated on the order page of our website. The products are also shipped with information reiterating the terms and benefits of membership.
  
  Your first shipment (a 30-day introductory supply) was sent this same date, and charged in full $37.57 to the provided payment card at the time of shipping.
  
  Per the terms of the offer, on March 25, 2022, your 2nd shipment (a 90-day supply) was sent for a total of $125.58 (included $11.97 s&h and $8.76 ** state tax) to be billed in 3 installments over 31-day billing cycles. The 1st payment of $42.47 was charged to the card on file at the time of shipping, leaving a balance of $83.11.
  
  Our records indicate that on March 28, 2022, we received your request to cancel your smileactives(r) account, but you instead accepted an offer to postpone future shipments. The account was placed on hold until July 25, 2022, at which point regular shipments would resume. As requested, return instructions were also provided at this time in order to take advantage of the 60-Day Money-Back Guarantee available for your 2nd shipment.
  
  On April 25, 2022, the 2nd installment of $41.56 for your 2nd shipment was charged as scheduled to the card on file, leaving a balance of $41.55.
  
  Per your phone inquiry on April 27, 2022, it was confirmed that your 2nd shipment had not yet been received as a return. As a courtesy however, a full refund of $84.03 was issued for this shipment and the remaining $41.55 balance was cleared, in advance of any returns received. We regret to note that your next scheduled shipment date was not confirmed during this call, and would like to apologize for any confusion which resulted. Please rest assured your experience has been reviewed and will be used to improve our services moving forward.
  
  On July 25, 2022, your 3rd shipment (a 90-day supply) was sent as scheduled, for a total of $125.58 (included $11.97 s&h and $8.76 ** state tax) to be billed in 3 installments over 31-day billing cycles; the 1st payment of $42.47 was charged to the card on file at the time of shipping, leaving a balance of $83.11.
  
  Per your phone call on this same date, your account was cancelled. As a courtesy in effort to resolve your concerns - and in exception to our returns policies - it was explained that a full refund would be issued in advance of return for your 3rd shipment, as soon as the charge had finalized and could be reversed.
  
  Please be advised that your payment is submitted to your credit card's issuing bank for approval at the time a shipment begins processing for delivery: this may not always be the same date that a charge finalizes to your credit card. Funds in the amount authorized are often held by your financial institution for 3-5 business days and may not be available to you during such time. As procedures vary amongst financial institutions, you may want to check with your financial institution in terms of how it handles authorizations.
  
  On July 26, 2022, a full refund was issued in the amount of $42.47 for your 3rd shipment and the remaining $83.11 balance was removed, in advance of any returns received.
  
  Per your phone call on July 27, 2022, your refund was confirmed as well as your account's cancelled status.
  
  As all charges for your 2nd and 2rd shipments have been refunded in full, there is no refund to be issued for those kits. If you would like us to review the overdraft fees that you have incurred from your bank, please fax the following to our Account Specialist, **********************
  
  (1) Your bank statement that includes the daily balances for the month affected
  (2) Your smileactives(r) account number
  (3) Your name and complete address
  
  Your smileactives(r) account remains closed with no balance owed; nothing further will be shipped or billed.
  
  Sincerely,
  
  *********
  Senior Manager Contact Center Operations

• Initial Complaint

  Date:07/21/2022

  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 signed up for this company and cancelled via phone on or around June 13th, 2022. The company verified with me that I would no longer receive the product, my card would no longer be billed going forward and I expected this issue to be settled. However, on July 16th I was again billed for this product. This is fraudulent and as such, has been reported.
  
  I find it unconscionable that a company will keep billing you, despite requesting stoppage of their services.
  

  Business Response

  Date: 08/24/2022

  Business Response /* (1000, 5, 2022/08/05) */
  **************************************************************
  
  Date: 08/05/22
  
  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 11, 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. 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.
  
  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) Power Whitening Gel and 3 Advanced Whitening Pens. Each shipment will be charged to the card you provide today, in three monthly payments at the low price of $37.95 plus $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."
  
  Before customers may finalize their purchase, they must check a box that states they agree to the terms of the purchase: "By checking this box, you are electronically signing your order, agreeing to the terms above and to our general Terms & Conditions, including our no-commitment auto-replenishment program, and authorizing us to charge payments to the credit card you provide." 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 May 11, 2022, your initial order (a 30-day supply) was shipped for a total of $42.45 (including $2.50 Sales Tax) and billed to the credit card provided. Per USPS tracking #**********************, this order was delivered May 17, 2022.
  
  On June 16, 2022, per the terms of the agreement, your 2nd shipment (a 90-day supply) was sent as scheduled, for a total of $139.31 (including $11.97 s&h and $7.49 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles to the credit card on file. Your 1st installment of $46.45 was billed at the time of shipping, leaving a remaining balance of $92.86.
  
  On June 17, 2022, per your phone request, your account was cancelled and information was provided about the remaining balance due for your 2nd shipment. Please be advised that while cancelling an account stops all future shipments and associated charges, it does not cancel the balance owed for shipments sent prior to cancellation: they will continue to bill following the schedule on the enclosed invoice, until paid in full or returned for credit within the 60-Day Money-Back Guarantee.
  
  Per **** tracking number **********************, your 2nd shipment was delivered on June 21, 2022.
  
  On July 15, 2022, the 2nd installment of $46.44 for your 2nd shipment was charged to the credit card on file as scheduled, leaving a remaining balance of $46.42.
  
  On July 25, 2022, your financial institution reversed all payments: $42.45 for your initial order, as well as the 1st and 2nd installments for your 2nd shipment in the amounts of $46.45 and $46.44, respectively. While these 3 chargebacks created credits in your favor with your financial institution, they restored the total cost due of $42.45 for your initial order, and $139.31 for your 2nd shipment. At this time, the past-due billing process was also activated to send monthly notices for each shipment advising of the balances owed.
  
  While our records do not indicate that any returns have been received to present date, as a gesture of goodwill the remaining balance of $139.31 for your 2nd shipment has been cleared. However, the remaining balance of $42.45, created by the payment reversal for your initial order, remains due and payable to smileactives(r) for the reasons listed above. If you would like to remit payment for this balance, please contact our Billing Department at the number listed on the invoice mailed to you July 25, 2022. If you would prefer to remove this balance, we ask that you please return the products for which the payments were reversed.
  
  As all payments were already reversed by your financial institution, there is no refund to be issued.
  
  Your smileactives (r) account remains closed, with nothing further to be shipped.
  
  Sincerely,
  
  *********
  Senior Manager Contact Center Operations

• Initial Complaint

  Date:07/19/2022

  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 purchased product from smile actives on July 3rd in the amount of ****** but never received my items. They state that they shipped it and it was received however I never received it. I would like to either have the product sent to me or a full refund issued please. I have contacted the post office in ************** and they said they could not help me because the business didn't send it insured. I have emailed the business 3 times now but no resolution has happed therefore I am reaching out to you.

  Business Response

  Date: 08/24/2022

  Business Response /* (1000, 5, 2022/08/04) */
  *********************************************************
  
  
  Date: 08/04/22
  
  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 27, 2022.
  
  On July 1, 2022, your initial order (a 30-day introductory supply) was sent for a total cost of $26.51 (including $1.56 ** Sales Tax) which was charged in full at the time of shipping to the PayPal account provided.
  
  Per **** tracking #**********************, your shipment was delivered at the provided ship-to address on July 7, 2022; while our records reflect that your billing address differs from your shipping address, the latter matches information you have provided with this complaint.
  
  On July 11, 2022, we received your email via the "Email this Business" link at our ********************** profile, and we attempted to call you in order to assist with your request. A voicemail was left providing our contact information, as well as an email sent to you with this information.
  
  Our records do not reflect any calls have been received to present date from the phone number provided with your order (and this complaint), nor any other contact received via chat or email in reference to your account, before or since the email message you sent us through the **********************.
  
  As your requested resolution is delivery of your order, we ask that you please return our call or email - using the contact information previously provided on July 11, or via the chat or phone options provided at our website where you also placed your order - to confirm your correct shipping address. If you prefer, you may instead forward this information to the ********************** of ************ in the form of a Rebuttal to your complaint filed on July 19, 2022. Once the correct address for your re-shipment is confirmed, we can take immediate action to process a replacement, at no additional cost to you, for your initial order. Please be advised that we are not able to add postal insurance to your shipment(s); if you would prefer a refund resolution instead, please contact us via any of these methods to let us know accordingly.
  
  Your smileactives(r) account remains active, with your first 90-day replenishment shipment scheduled to be sent on August 30, 2022.
  
  Sincerely,
  
  *********
  Senior Manager Contact Center Operations