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Business Profile

Dental Equipment

SmileActives

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Dental Equipment.

Complaints

Customer Complaints Summary

  • 230 total complaints in the last 3 years.
  • 59 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/19/2022

    Type:Delivery Issues
    Status:
    Answered
    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

SmileActives is NOT a BBB Accredited Business.

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