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:06/07/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a smileactives teeth cleaning product on Feb 25 2024 for $42.69. A simple transaction online and used my cc. Then I noticed that they continued to charge my cc for $46.85 for March, April and May. I also received an additional package (not the same quantity as my initial order). I called the company to tell them that i was continuously being billed and they said i had a subscription. I told them when i placed my order there was NOTHING on the order form with respect to a subscription. i merely put the one item in my "cart" online and made my payment. This company uses deceptive business practices by automatically enrolling you in a subscription that you did apply for! I offered to send the second package back if they would supply me with a return postage sticker. They refused and said I would have to pay to return the package, along with two other fees. I told them their business practices are deceiving and that they trick their customers. He didn't care in the least. This practice by smileactives needs to stop. They are scamming their customers.

  Business Response

  Date: 06/17/2024

  *******************
  22 Winding Trl.
  ******, NJ 07430-2916
  
  Date: 6/14/24
  
  Complaint ***********
  Account *************
  
  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 apologize if you were treated less than professionally by any member of our staff. Rest assured, your customer service experience has been reviewed and will be used to improve our service going forward.
  Our records reflect that you enrolled online for automatic shipments of smileactives February 25, 2024, with the purchase of a special offer of a Buy Get One Free 30-day introductory kit.
  
  We do make every effort to be forthcoming regarding our promotions and offers for smileactives via the website, TV infomercials, inbound sales phone lines, print materials,product packaging, and billing. We do offer the ability to purchase smileactives products without automatic replenishments. However,customers who choose to place one-time orders are only offered our retail prices.  All the Buy One Get One introductory kit offers include a subscription. As part of their initial purchase, customers purchasing the special introductory kit offer are informed they will receive full -size automatic replenishment shipments until they contact customer service to cancel or make changes to their membership. Information regarding the subscription is clearly stated in three places online before an order can be submitted.  First on the order page of our website before an offer is selected; 2nd in the shopping cart - in bold print- prior to any personal information being entered. More specifically the shopping cart order summary for the offer you purchased states: One month after your first order is shipped,and then approximately every three months thereafter, you will be sent a new three-month supply of Daily Pro Whitening Gel and 3 Advanced Whitening Pens.Each shipment will be charged to the card you provide today, in three monthly payments at the low price of $39.95 plus $3.99 for shipping and handling per month. All orders are subject to applicable sales tax.   Finally, customers must also check an empty box that affirms their agreement to the provided terms and conditions of the purchase including our no-commitment auto-replenishment program.  Your authorization of future shipments and associated charges was provided by checking this box to complete your initial order.  We regret if you found the offer unclear in any way.
  
  On February 26, 2024, your first shipment, a 30-day BOGO introductory kit of Power Whitening Gel and Advanced Whitening Pens, was sent for a total of $42.60 (including $2.65 NJ Sales Tax) and charged in full at the time of shipping to the credit card provided.
  
  Per the terms of your purchase, on March 27, 2024, your 2nd shipment (a 90-day replenishment supply)was sent as scheduled for a total of $140.55 (including $11.97 s&h and $8.73 NJ Sales Tax) to be billed in 3 installments over 31-day billing cycles.   The 1st installment of $46.86 was charged at the time of shipping; the 2nd and 3rd installments of $46.85 and $46.84 were charged on April 27th, and May 28th, as scheduled.
  
  On June 2, 2024, your account was cancelled per your request.  The total cost and three payments for your 2nd shipment were explained.  By this time the available 60-day Money Back Guarantee had expired on May 28th.  As a courtesy and exception, the 60-day guarantee was extended an additional 30 days until June 28th and return instructions were provided.
  
  Please be advised that our records do not reflect any calls received from the phone number provided with your order (and this complaint), nor any other contact received in reference to your account either before or since June 2, 2024. Our website offers multiple options to contact us via email, phone, or chat: we regret if you experienced any difficulty contacting us via any of these channels, as they have been tested without issue.
  
  If you choose to take advantage of the extended Money Back Guarantee available, you may simply return the containers by June 28th to receive a full refund of the purchase price (minus shipping and handling),even if the bottles are empty.  If you received an invoice, please include a copy in the return package and/or ensure that your full name and address are easily readable on the shipping label to the following address:
  
  Smileactives Returns
  ******************* <**********************
  
  We suggest that you obtain a proof of return or a receipt  from your post office and keep it for your records until your refund appears in your account.  Once your return is received and processed your refund will be issued.
  
  Your smileactivesaccount remains closed with nothing further to be shipped or billed.
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 06/20/2024

   
  Complaint: 21794163
  
  I am rejecting this response because:

  There was no wording in BOLD when i ordered the product online as they claim.  It did NOT say it was a trial size and that I was enrolling in a subscription, and it did NOT say "buy one, get one free" or any wording to that extent.

  It says i can return the product AT MY EXPENSE.  i offered to return the product if Smile Active's would send me a shipping label.  I DID NOT use the product.  If they will pay for the shipping (and handling, which is just non-sense fee income) I will return it.  When I called them, they did NOT tell me how to even return the product to them.

  This practice of putting ads up on Instagram with NO mention of the subscription is wrong and should be prohibited.  It is a trick on their consumers.  I've seen many complaints from other customers who ran into the same issue.

  
  
  Sincerely,
  
  *** *******************

  Business Response

  Date: 07/01/2024

  *******************
  22 Winding Trl.
  ******, NJ 07430-2916
  
  Date: 6/28/24
  
  Dear ****************,
  
  Thank you for the opportunity to respond.
  
  We do advertise our products on Instagram and ******** but the link to purchase the advertised offer takes a customer directly to our website.  As stated in our previous response, the details about the subscription or clearly stated in three places on the website prior to an order being submitted.  The terms of the offer in the shopping cart have always been typed in bold lettering so that they stand out to draw the customer's attention to them.
  
  Also, an order cannot be submitted unless customers check an empty box that states: By checking this box, you are electronically signing your order, agreeing to the terms above and to our general Terms &Conditions, including our no-commitment auto-replenishment program, and authorizing us to charge payments to the credit card you provide.  Your authorization of future shipments and associated charges was provided by checking this box to complete your initial order. 
  
  Any purchase of an introductory kit at discounted member pricing includes a subscription.  Your initial order, 2 Whitening Pens and two 1oz Power Whitening Gels retails for $95.90.  You took advantage of the discounted offer with membership for just $39.95 (plus tax).
  
  When you first contact customer service on June 2nd to cancel your account, the ****** Money Back Guarantee had already expired for your full-size replenishment kit shipped March 27th. As a courtesy and exception to our advertised policy the 60-day MBG was extended an additional 30 days until June 28th.  Return instructions are available on our website 24/7 and were also included in our response to your initial response.  
  
  At the time of your account cancellation on June 2nd, your account balance was paid in full.  Since the date of our previous response, your financial institution reversed all payments received for your 2nd shipment, a total of $140.55. While these chargebacks created a credit in your favor with your financial institution, it restored the amount of $140.55 as due and payable.  On June 18, 2024, the auto past due billing process was activated to send monthly notices advising of the balance.
  
  Although this shipment has not been returned and the extended MBG has now expired, as a gesture of goodwill and to fully resolve this matter, the balance of $140.55 has now been cleared.
  
  Your smileactives account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director
  

• Initial Complaint

  Date:06/07/2024

  Type:Order 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 bogo from Smileactives. Then they started billing me for things I didnt order or receive. I contacted PayPal to dispute the charges. They said the case was closed in my favor and a would receive a refund for the amounts they had billed me which I did. The problem is Smileactives keeps sending me a bill for the amounts that I was refunded from PayPal and they are threatening to send me to collections. I want them to quit sending me the bills and quit threatening me.

  Business Response

  Date: 06/17/2024

  ***********************
  9719 W ******* Drive
  ******************
  
  Date: 6/14/24
  Complaint ID:  ********
  Account 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 April 25, 2024, as we only received this complaint on June 7th.
  Our records reflect that you enrolled online for automatic shipments of smileactives November 6, 2023, with the purchase of a special offer of a Buy Get One Free 30-day introductory kit at discounted member pricing.
  
  We do make every effort to be forthcoming regarding our promotions and offers for smileactives via the website, TV infomercials, inbound sales phone lines, print materials,product packaging, and billing. As part of their initial purchase, customers purchasing a special offer for an introductory kit are informed they will receive full -size automatic replenishment shipments until they contact customer service to cancel or make changes to their membership. 
  Information regarding the subscription is clearly stated in three places online before an order can be submitted.  First on the order page of our website before an offer is selected; 2nd in the shopping cart - in bold print- prior to any personal information being entered. Finally, before customers can submit an order, they must check an empty box that states: 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 paym6ents to the credit card you provide.  Your authorization of future shipments and associated charges was provided by checking this box to complete your initial order.  We regret if you found the offer unclear in any way.
  
  On November 6, 2023, your first shipment, a 30-day BOGO Power Whitening Gel introductory supply, was sent for a total of $26.52 (including $1.57 AZ Sales Tax) and charged in full at the time of shipping to the PayPal account provided.
  
  Per the terms of your purchase, on December 7, 2023, your 2nd shipment (a 90-day replenishment supply) was sent as scheduled for a total of $89.09 (including $8.97 s&h and $5.27 AZ Sales Tax) to be billed in 3 installments over 31-day billing cycles.   The 1st installment of $29.70 was charged at the time of shipping.  The 2nd and 3rd installments of $29.70 and $29.69 were charged on January 7th and February 7, 2024, as scheduled.  At this point your smileactives account balance was paid in full.  
  
  On February 15, 2024, your account was cancelled per your LiveChat request.  Information was provided explaining the billing for your 2nd shipment. By the time we received your chat inquiries the 60-day Money Back Guarantee available for your shipments had expired.
  
  On February 19, 2024, PayPal reversed all three payments that had been received for your 2nd shipment delivered in December.  While these chargebacks created a credit in your favor with PayPal, it restored $89.09 (the full cost of the order) as due and payable. At this time the monthly billing notices were updated to reflect his new balance.  Please be advised that a dispute with PayPal that results in a chargeback does not automatically mean that a customer is not responsible for the amount in question.
  
  Our records do not reflect any calls received from the phone number provided with your order (and this complaint), nor any other contact received in reference to your account either before or since February 15, 2024. Our website offers multiple options to contact us via email, phone, or chat: we regret if you experienced any difficulty contacting us via any of these channels, as they have been tested without issue.  Each billing notice you received contained contact information as well.
  
  While we strive to stay within advertised guidelines for consistency, as a gesture of goodwill and in exception to the advertised guarantee, the remaining balance of $89.09 has been cleared.  Please consider any invoices received after the date of this correspondence as having crossed in the mail.
  
  Per your request, we have removed your contact information from our smileactives marketing database. We ask that you allow 10 business days for this removal to take effect.
  
  Your smileactives account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director
  
  
  

• Initial Complaint

  Date:06/07/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Was deceived into thinking I was getting 2 regular size products. They sent me 2 sample sized products. This was false advertising.

  Business Response

  Date: 06/18/2024

  *********************************
  Po Box 713
  ******************-0713
  
  Date: 6/17/24
  Complaint ***********
  Account *************
  
  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 May 16, 2024, as we only received this complaint on June 11th.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives May 12, 2024, with the purchase of a special Buy One Get One offer for an introductory 30-day supply of our Power Whitening Gel.
  
  Your order was sent May 13, 2024, for a total of $24.95 (including $2.28 CA Sales Tax) which was billed in full at this time to the PayPal account provided.
  
  We make every effort to be forthcoming regarding our promotions and offers for smileactives via the website, TV infomercials, inbound sales phone line, print materials,product packaging and billing.   The photos on the website for the offer you purchased clearly show the size of the Power Whitening Gel as 1oz.  Also, the order summary in the shopping cart states that one month after you received the introductory supply then a full-size (3-month supply) is sent approximately every three months unless you cancel or change your membership.  We regret if you found the offer unclear in any way.
  
  Every shipment is backed by our 60-Day Money Back Guarantee.  If you are not satisfied for any reason and would like to take advantage of this guarantee, simply return the product(s), even if empty, within 60 days of receipt, for a full refund of your purchase price (minus shipping and handling). If you received an invoice, please include a copy in the return package and/or ensure that your full name and address are easily readable on the shipping label to the following address:
  
  Smileactives Returns
  ******************* <**********************
  
  We suggest that you obtain a Certificate of Mailing (proof of return or receipt) from your post office and keep it for your records until your refund appears in your account. We will always do our best to process your return and issue your refund as quickly as possible. Once the returned products have been received in our system, we will credit your account for the price of the items returned. Refunds will be issued in the manner in which you originally paid.Once received please allow 7 business days to process your refund.
  
  On May 16, 2024, your account was cancelled per your LiveChat requests.
  
  As a courtesy your 60-day guarantee period has been extended any additional 30 days until July 13,2024.
  
  Your smileactives account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:06/07/2024

  Type:Product 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.

  Fall 2023-present; Canceled the subscription option with company, then aftewards ANOTHE shipment came, requesting payment. I disengaged paypal because I anticipated this action. Several nag emails came, I had nice chat with telemarket company rep, guaranteeing with my return of product no further action would happen - product returned - request for payments were NOT halted. Please no more emails or letters. Reading online posts/reviews, this is not a unique scenario, rather one which does reflect poorly on the company integrity/policies

  Business Response

  Date: 06/18/2024

  *********************
  ***************
  *****************************
  
  Date: 6/17/24
  Complaint ID: ********
  Account 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 April 24, 2024, as we only received this complaint June 11th.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives December 15,2023, with the purchase of a special offer of a Buy Get One Free 30-day introductory kit.
  
  We do make every effort to be forthcoming regarding our promotions and offers for smileactives via the website, TV infomercials, inbound sales phone lines, print materials,product packaging, and billing. As part of their initial purchase, customers purchasing a special offer BOGO for an introductory kit are informed they will receive full -size automatic replenishment shipments until they contact customer service to cancel or make changes to their membership. 
  
  On December 15, 2023, your first shipment, a 30-day introductory kit, was sent for a total of $27.32 (including $2.37 CA Sales Tax) and charged in full at the time of shipping to the PayPal account provided.
  
  Per the terms of your purchase, on January 14, 2024, your 2nd shipment (a 90-day replenishment supply) began processing for delivery as scheduled for a total of $91.78 (including $8.97 s&h and $7.96 CA Sales Tax) to be billed in 3 installments over 31-day billing cycles. At this time, we received an approved payment authorization from PayPal for the 1st installment of $30.59.
  
  On January 15, 2024, your account was cancelled per your LiveChat request.  Information was provided regarding your 2nd shipment and return instructions as orders that have already been processed for delivery at the time of cancelation cannot be prevented from shipping: they will be sent and will continue to bill until paid in full or returned for credit within the 60-Day Money-Back Guarantee.  Your 2nd shipment was sent but when we attempted to finalize the previously authorized payment of $30.59, the request was declined by PayPal. This left the full remaining balance of $91.78 due and activated the past-due billing process to send monthly notices advising of this balance.  
  
  On March 25, 2024, we received your phone inquiry regarding return instructions, which were provided.  We regret to learn that you were not informed at that time that the 60-day Guarantee period had expired.
  
  On April 1, 2024, your 2nd shipment was processed as received at our facility after the 60-Day Money Back Guarantee had expired, thus no credit was issued.
  
  On May 6, 2024, we received your letter regarding the remaining balance and your return.  After your account was reviewed the remaining balance was cleared as an exception.
  
  Your smileactives account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director
  
  

  Customer Answer

  Date: 06/20/2024

  Thanks for what you guys do.  As mentioned, I didnt require step'by'step answer the provided, which kind of just covered their tracks, but the last line did acknowledge the outcome I was hoping for:

          Your smileactives account remains closed with nothing further to be shipped or billed.

  thanks

  Rich...............................................

   

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/07/2024

  Type:Order 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.

  Company puts ads on ******** and does not make clear the fact that they are signing you up for a subscription. If you go to cancel, they claim you have a balance left over. They claimed my balance was $120 in addition to the $90 they charged me already.

  Business Response

  Date: 06/18/2024

  *************************
  9507 ************
  ********, MD 21046-2024
  
  Date:6/17/24
  Complaint ID: ********
  Account 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 April 19, 2024, as we only received this complaint on June 11th.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives March 19, 2024, with the purchase of a special offer of a Buy Get One Free 30-day introductory kit at discounted member pricing.
  
  We do make every effort to be forthcoming regarding our promotions and offers for smileactives via the website, TV infomercials, inbound sales phone lines, print materials,product packaging, and billing. As part of their initial purchase, customers purchasing a special BOGO offer for an introductory kit are informed they will receive full -size automatic replenishment shipments until they contact customer service to cancel or make changes to their membership.  Information regarding the subscription is clearly stated in three places online before an order can be submitted.  First on the order page of our website before an offer is selected; 2nd in the shopping cart - in bold print- prior to any personal information being entered. Finally, before customers can submit an order, they must check an empty box that states: 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 paym6ents to the credit card you provide.  Your authorization of future shipments and associated charges was provided by checking this box to complete your initial order.  We regret if you found the offer unclear in any way.
  
  On March 20, 2024, your first shipment, a 30-day BOGO Power Whitening Gel and Advanced Whitening Pens introductory supply, was sent for a total of $42.35 (including $2.40 MD Sales Tax) and charged in full at the time of shipping to the PayPal account provided.
  
  Per the terms of your purchase, on April 18, 2024, your 2nd shipment (a 90-day replenishment supply) began processing for delivery as scheduled.  The shipment was sent the following day for a total of $139.74 (including $11.97 s&h and $7.92 MD Sales Tax) to be billed in 3 installments over 31-day billing cycles.   The 1st installment of $46.59 was charged at the time of shipping leaving a balance of $93.15. 
  
  Also on April 19, 2024, your account was cancelled per your LiveChat request.  Information was provided about your 2nd shipment that had already processed for delivery and return instructions,as orders that have already processed at the time of cancelation cannot be prevented from shipping: they will be sent and will continue to bill as scheduled until paid in full or returned for credit within the 60-Day Money-Back Guarantee.
  
  On April 22, 2024, PayPal reversed all the 1st payment of $46.59 for your 2nd shipment delivered in December.  While these chargebacks created a credit in your favor with PayPal, it restored $139.74 (the full cost of the order) as due and payable. At this time the monthly billing notices were updated to reflect his new balance. 
  
  On May 13, 2024, your 2nd shipment was processed as returned at our facility, within the 60-Day Money Back Guarantee, at which time a credit was issued clearing the balance of $139.74.
  
  Your smileactives account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:06/05/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paid $25.00 for one tube of ******** and received a 1 oz container of ******** gel...was very disappointed to receive this thinking it was so small for the money. Then, they tried to get more money from my PayPal acct. and I called to cancel and was told you have another delivery coming to you. I said, cancel and refund my acct. that was supposed to happen. I immediately called PayPal to dismiss any more charges to Smile Actives only to receive an invoice in the mail, today - 6-4-24 for $91.74 which a few days ago, I did receive another container that was 3 oz. called and argued that I did NOT contract anything and if they thought I was going to dish out $91.74 for what I've received they're sadly mistaken and I was going to contact the BBB. I've since read on Yelp all the complaints describing just this I'm describing to you. Sad and despicable that they would do this to people in this day and time. I am on SSI and I'm not contributing my few pennies away to these SCAM artists!!

  Business Response

  Date: 06/17/2024

  ***************************
  1833 ***************
  Amite, LA 70422
  
  Date: 6/14/24
  Complaint ID: ********
  Account 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 April 22, 2024,with the purchase of a special offer of a Buy Get One Free 30-day introductory kit at discounted member pricing.
  
  While you may notice a trend with the reviews or complaints regarding our continuity program, please keep in mind that the reviews and complaints that the Better Business Bureau (or Yelp) receives are from a very small portion of our customers.Happy customers generally do not leave any kind of reviews regarding their experience.
  
  We do make every effort to be forthcoming regarding our promotions and offers for smileactives via the website, TV infomercials, inbound sales phone lines, print materials,product packaging, and billing. We do offer the ability to purchase smileactives products without automatic replenishments. However,customers who choose to place one-time orders are only offered our retail prices.  All the Buy One Get One introductory kit offers include a subscription.  As part of their initial purchase, customers purchasing one of these special offers are informed they will receive full -size automatic replenishment shipments until they contact customer service to cancel or make changes to their membership.
  
  Information regarding the subscription is clearly stated in three places online before an order can be submitted.  First on the order page of our website before an offer is selected; 2nd in the shopping cart - in bold print- prior to any personal information being entered. This information is provided a 3rd time beside the empty box that must be checked before a subscription purchase can be submitted.  That box states: By checking this box, you are electronically signing your order, agreeing to the terms above and to our general Terms & Conditions, including our no-commitment auto-replenishment program, and authorizing us to charge payments to the credit card you provide.   Your authorization of future shipments and associated charges was provided by checking this box to complete your initial order.  We regret if you found the offer unclear in any way.
  
  On April 23, 2024, your first shipment, a 30-day introductory kit, was sent for a total of $27.31 (including $2.36 LA Sales Tax) and charged in full at the time of shipping to the PayPal account provided.
  
  Per the terms of your purchase, on May 22, 2024, your 2nd shipment (a 90-day replenishment supply) began processing for delivery as scheduled for a total of $91.74 (including $8.97 s&h and $7.92 LA Sales Tax) to be billed in 3 installments over 31-day billing cycles.   We received an approved payment authorization from PayPal for the 1st installment of $30.58 at this time.
  
  On May 23, 2024, your account was cancelled.  Information was provided regarding your 2nd shipment that had already processed for delivery.  Please be advised while cancelling stops future shipments, orders that have been processed for delivery at the time of cancellation cannot be prevented from shipping: they will be sent and will continue to bill until paid in full or returned for credit within the 60-Day Money-Back Guarantee.  Your 2nd shipment was sent that same day, but when we attempted to finalize the previously authorized payment of $30.58, the request was declined by PayPal.This left the full remaining balance of $91.74 due and activated the past-due billing process to send monthly notices advising of this balance.  ******** tracking number 92612902711959573014393972,this shipment was delivered May 28th.
  
  On June 4, 2024, we received your phone inquiry regarding your 2nd shipment and the billing notice.  Information explaining the billing and the available 60-day Money Back Guarantee was provided at this time. 
  
  Although our records do not indicate that any returns have been received, as a gesture of goodwill and in exception to our advertised guarantee, the remaining balance of $91.74 has been cleared.
  
  Your smileactives account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director
  
  

  Customer Answer

  Date: 06/20/2024

   
  Complaint: 21801719
  
  I am rejecting this response because:
  It is NOT correct. I NEVER agreed to anything other receiving one order for ***** + shipping/tax.
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/01/2024

  ***************************
  1833 ***************
  Amite, LA 70422
  
  Date: 6/28/24
  
  Dear ********************,
  
  Thank you for the opportunity to respond.
  
  Our records reflect that your initial order was for a 2-piece kit containing two 1oz Power Whitening Gels which retails for $59.90.  The retail price for a single 1oz Whitening Gel is $29.95. You took advantage of the discounted offer with member pricing by purchasing the 30-day introductory kit for just $24.95 (plus tax).  Any purchase of an introductory kit at discounted member pricing includes a subscription.
  
  As stated in our previous response an order for this offer (at this price point) cannot be submitted unless customers check an empty box that states: By checking this box, you are electronically signing your order,agreeing to the terms above and to our general Terms & Conditions,including our no-commitment auto-replenishment program, and authorizing us to charge payments to the credit card you provide.  Your authorization of future shipments and associated charges was provided by checking this box to complete your initial order.   We do make every effort to make the offers for smileactives as clear as possible, and regret if you found the offer unclear in any way.
  
  Per our earlier response, your account balance of $91.74 was cleared.
  
  Your smileactivesaccount remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:04/29/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I need to report bad business practices by Smileactives. I ordered a set of teeth whiteners and received on 2/21/24. I paid $42.65 through PayPal. On 3/23/24 I was billed for a second set $46.92. I immediately called and canceled the subscription and disputed the charge. Days later I received the second set which I still have. Now I have a bill for $140.72! What for? Im mailing it back with an offer to return this set if theyll send me instructions. I noted that I owe them NO MONEY. What kind of lousy deceptive business practice is this?

  Business Response

  Date: 05/07/2024

  ***************************
  *******************************************************************************************-8012
  
  Date: 05/03/24
  
  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 on February 20, 2024,with the purchase of a 30-day introductory Buy One Get One Free special offer for our Pro Whitening Gel and Advanced Whitening Pens.
  
  We make every effort to be forthcoming regarding our promotions and offers for smileactives via the website, TV infomercials, inbound sales phone line, print materials, product packaging and billing.   As part of their initial purchase, customers selecting an offer which includes a subscription,are informed they will receive automatic shipments until they contact customer service to cancel or make changes to their subscription.  Information about the automatic shipments is clearly stated in three places online before an order can be submitted.  First on the order page of our website before an offer is selected; second in the shopping cart -in bold print- prior to any personal information being entered, and lastly, before customers may finalize a membership purchase, they must check a box that states: "By checking this box, you are electronically signing your order, agreeing to the terms above and to our general Terms & Conditions, including our no-commitment auto-replenishment program, and authorizing us to charge payments to the credit card you provide."  Your authorization of future shipments and associated charges was provided by checking this box to complete your initial order.  We regret if you found the offer unclear in any way.
  
  Your initial order, a 30- day 4-piece introductory kit, was sent February 20, 2024, for a total cost of $42.65 (including $2.70 NC Sales Tax) and billed in full to the PayPal account provided.
  
  On March 22, 2024, per the terms of your purchase, your 2nd shipment (a 90-day replenishment supply) was sent as scheduled for a total of $140.72 (including $11.97 s&h and $8.90 NC Sales Tax) to be billed in 3 installments over 31-day billing cycles.   The 1st installment of $46.92 was charged at shipping leaving a balance of $140.72.
  
  Also on March 22nd, your account was cancelled per your request.  Information regarding your 2nd and the 60-day Money Back Guarantee available, was 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.
  
  On April 1, 2024, PayPal reversed the 1st payment of $46.92 for your 2nd shipment. While this chargeback created a credit in your favor with your financial institution, it restored the full amount of $140.72 as due and payable to smileactives.  At this time the auto past due billing process was activated to send monthly notices advising of the balance.
  
  On April 23, 2024, we received your written correspondence regarding the billing notice and requesting return instructions.  As a courtesy a request for a prepaid return label was submitted to assist with the return of this shipment at no additional cost to you.     The return label was issued May 1st and sent via **** May 2nd.  An email was sent to the address on file informing you of the return label and confirming your cancellation.
  
  Although our records do not indicate that any returns have been received to present date, as a gesture of goodwill the remaining balance of $140.72 has been cleared prior to the receipt of your return.
  
  Your smileactives account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:04/29/2024

  Type:Order 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 Smila Actives in August 2023, knowing it was a subscription but the fine print said I could cancel anytime. After my first shipment and payment of $38.09, I called to cancel and I received a confirmation # that my membership cancelled, and I would no longer be billed. I was billed $45.46 for the next three months. I called three more times to cancel and finally spoke with a supervisor to complain and get the charges reversed. They never reversed the charges, and I continued getting billed - I feel their tactics are deceptive and misleading. I worked with my bank to get a new card number to stop the charges. It has now been 8 months and they continue to send me past due bills.In January 2024 I chatted with a rep and they waived the balance "as a courtesy" and confirmed I would no longer receive communication. I got another confirmation #.Since then I continue to receive past due bills. I am afraid this is going to get sent to collections and impact my credit score due to their error and carelessness, which would impact my job. I don't know how to get them to leave me alone.

  Business Response

  Date: 05/07/2024

  Ms. ***********************
  ***************************************************************************************-3439
  
  Date: 05/03/24
  
  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 on August 29, 2023,with the purchase of a 30-day introductory Buy One Get One Free special offer for our Pro Whitening Gel and the addition of a Vibrite Sonic Toothbrush Kit.  Your initial order shipped the same day for a total cost of $38.09 (including $3.14 WA Sales Tax) and billed in full to the credit card provided.
  
  On September 6, 2023, we received your call regarding the status of your order.  You were advised that it was still in transit and should be delivered within the next 3 5 days. The tracking number and information regarding the next shipment scheduled for September 29th was provided.
  
  On September 29, 2023, per the terms of your purchase, your 2nd shipment (a 90-day replenishment supply) was sent as scheduled for a total of $127.34 (including $11.97 s&h and $10.52 WA Sales Tax) to be billed in 3 installments over 31-day billing cycles.   The 1st installment of $42.46 was charged at shipping; the 2nd and 3rd installments of $42.45 and $42.43 each were charged on October 30th, and November 30th, respectively.
  
  On December 15, 2023, we receive your phone request to cancel due to too much product.  At that time, you were informed that account balance was zero since the last installment for your 2nd shipment had been charged November 30th.   We regret to learn that the cancellation request was incorrectly processed and would like to apologize that the account was not cancelled at this time. 
  
  Due to the error, on January 3,2024, the 3rd shipment (a 90-day replenishment supply) was sent as scheduled for a total of $127.34 (including $11.97 s&h and $10.52 WA Sales Tax) to be billed in 3 installments over 31-day billing cycles.   The 1st installment of $42.46 was charged at shipping leaving a balance of $84.88.
  
  On February 5, 2024, your financial institution reversed the 2nd and 3rd payments of $42.45 and $42.43 for your 2nd shipment as well as the 1st payment of $42.46 for the 3rd shipment. While these chargebacks created a credit in your favor with your financial institution, it restored $84.88 as due for your 2nd shipment and the full cost of $127.34 for the 3rd shipment.   At this time the auto past due billing process was activated to send monthly notices advising of the balance.  Your account was cancelled due to the chargebacks.   Please be advised that while cancelling an account stops all future shipments, it does not cancel the balance due for orders already shipped prior to cancellation.
  
  On February 19, 2024, we received your call regarding the billing notices.  The balance was explained.  When you explained that you did not receive the 3rd shipment, as a courtesy the balance due of $127.34 for that shipment was cleared.   However, your remaining past due balance of $84.88 for your 2nd shipment delivered in September remained due and payable,since the order was delivered and not returned within the 60-day Money Back Guarantee.
  
  As a gesture of goodwill, the remaining balance of $84.88 has been cleared as an exception to our 60-Day Guarantee policy.
  
  Your smileactives account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:04/29/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Around February of 2024 I ordered the Smile Active promotion for their Pro Whitening Gel (1oz / 30grams) and the offer was to get a second one free. I was charged $26.45. I see also from other complaints about them that I have the same issue with them in that I did not know that this was an automatic subscription! No where in that process do I recall seeing that it was recurring OR that the price for the next one would be almost $88! I received the next shipment which was one bottle (3.8oz / 108grams) and then realized that it was sent automatically. I got my APR2024 credit card statement and saw that I was charged $29.62. On Apr 13, 2024 is told SmileActives that I didn't order or agree to any membership/subscription and I want to return the last shipment. I asked for a return address. I received the following:This email confirms that your smileactives account has been successfully canceled. We miss you already and hope to hear from you again in the future! Youll no longer receive shipments, however, you may still have a balance owed for the last shipment you received. Any balance will be paid off in installments according to your monthly payment plan. Customer Number: ****** Your total account balance due is: $ ***** Sincerely,smileactives ************* Team ********************** is engaged in deceptive practices. I want a refund of $29.62 from the Apr 2024 shipment.

  Business Response

  Date: 05/07/2024

  *****************************
  ****************
  ************************-2881
  
  Date: 05/06/24
  
  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 on March 2, 2024, with the purchase of a 30-day introductory Buy One Get One Free special offer for our Pro Whitening Gel and Advanced Whitening Pens.
  
  We make every effort to be forthcoming regarding our promotions and offers for smileactives via the website, TV infomercials, inbound sales phone line, print materials, product packaging and billing.   As part of their initial purchase, customers selecting an offer which includes a subscription,are informed they will receive automatic shipments until they contact customer service to cancel or make changes to their membership.  Information about the automatic shipments is clearly stated in three places online before an order can be submitted.  First on the order page of our website before an offer is selected; second in the shopping cart prior to any personal information being entered in bold lettering so that the information stands out to draw the customer's attention. More specifically shopping cart summary for the Buy One Get One offer of Pro Whitening Gel that your purchased states: One month after your first order is shipped, and then approximately every three months thereafter, you will be sent a new three-month supply of 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. All orders are subject to applicable sales tax.  Lastly, before customers may finalize a membership purchase, they must check a box that states: By checking this box,you are electronically signing your order, agreeing to the terms above and to our general Terms & Conditions, including our no-commitment auto-replenishment program, and authorizing us to charge payments to the credit card you provide."  Your authorization of future shipments and associated charges was provided by checking this empty box to complete your initial order.  We regret if you found the offer unclear in any way.
  
  Your initial order, a 30- day BOGO introductory kit, was sent March 4, 2024, for a total cost of $26.45 (including $1.50 MD Sales Tax) and billed in full to the credit card provided.
  
  On April 3, 2024, per the terms of your purchase, your 2nd shipment (a 90-day replenishment kit) was sent as scheduled for a total of $88.86 (including $8.97 s&h and $5.04 MD Sales Tax) to be billed in 3 installments over 31-day billing cycles.   The 1st installment of $29.62 was charged at this time leaving a balance of $59.24.
  
  On April 13, 2024, your account was cancelled per your LiveChat request.   Information was provided regarding your 2nd shipment and the remaining balance.  Please be advised that while cancelling an account stops all future shipments, it does not cancel the balance due for orders already shipped prior to cancellation.   Orders that have already been shipped at the time of cancelation will continue to bill until paid in full or are returned for credit within the 60-Day Money-Back Guarantee.
  
  The email you referenced in your complaint is the automated cancellation confirmation email advising you of the account status.  We apologize for any confusion.  Our records of the chat transcript do not reflect a request for return instructions nor does your account reflect any additional contact after the April 13th chat. Just to note,detailed return instructions, including the return address, can be found on our website. 
  
  On May 2, 2024, your financial institution reversed the 1st payment of $29.62 for your 2nd shipment. While this chargeback created a credit in your favor with your financial institution,it restored the full cost of $88.86 as due and payable.   At this time the auto past due billing process was activated to send monthly notices advising of the balance.  The first billing notice was sent that day.
  
  Although our records do not indicate that any returns have been received to present date, as a gesture of goodwill the remaining balance has been cleared.  Your smileactives account remains closed,with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:04/29/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered TRIAL SIZE purchase of tooth ******** online, $29.62 charged to AMEX. I then had to dispute because company then sent full size of product which I did not order (apparently by ordering a trial size, they enroll you in a subscription program). AMEX reached out to them and they failed to provide requested info so AMEX declined payment of $29.62. Because theyre blocked by AMEX, theyre sending me invoices in U.S. mail for $88.85. Their email is a dead end. This is an online scam. I had a similar problem with another online company, however I was able to speak to them (and they admitted ordering trial size automatically enrolls you in subscription plan) and it was resolved very easilythey were very customer focused. However this company is clearly running an online scam. I hope you can resolve for me - I have a very good credit rating and dont want these scammers to ruin it. Thank you so much!

  Business Response

  Date: 06/17/2024

  *********************************
  **********************************************
  ******************
  
  Date: 6/13/24
  Complaint ID ********
  Account 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 April 29, 2024, as we only received this complaint June 7th.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives February 8, 2024,with the purchase of a special offer of a Buy Get One Free 30-day introductory kit at discounted member pricing.
  
  We do make every effort to be forthcoming regarding our promotions and offers for smileactives via the website, TV infomercials, inbound sales phone lines, print materials,product packaging, and billing. We do offer the ability to purchase smileactives products without automatic replenishments. However,customers who choose to place one-time orders are only offered our retail prices.  All the Buy One Get One introductory kit offers include a subscription.  As part of their initial purchase, customers purchasing one of these special offers are informed they will receive full -size automatic replenishment shipments until they contact customer service to cancel or make changes to their membership.
  
  Information regarding the subscription is clearly stated in three places online before an order can be submitted.  First on the order page of our website before an offer is selected; 2nd in the shopping cart - in bold print- prior to any personal information being entered. This information is provided a 3rd time beside the empty box that must be checked before a subscription purchase can be submitted.  That box states: By checking this box, you are electronically signing your order, agreeing to the terms above and to our general Terms & Conditions, including our no-commitment auto-replenishment program, and authorizing us to charge payments to the credit card you provide.   Your authorization of future shipments and associated charges was provided by checking this box to complete your initial order.  We regret if you found the offer unclear in any way.
  
  On February 8, 2024, your first shipment, a 30-day introductory kit, was sent for a total of $26.45 (including $1.50 PA Sales Tax) and charged in full at the time of shipping to the PayPal account provided.
  
  Per the terms of your purchase, on March 8, 2024, your 2nd shipment (a 90-day replenishment supply) was sent as scheduled for a total of $88.85 (including $8.97 s&h and $5.03 PA Sales Tax) to be billed in 3 installments over 31-day billing cycles.   The 1st installment of $29.62 was charged at this time leaving a balance of $59.23.  ******** tracking number 92612902711959573007510713,the shipment was delivered March 13th.
  
  On March 18th, PayPal reversed the payment of $29.62 for your 2nd shipment. While this chargeback created a credit in your favor with your financial institution, it restored the full amount of $88.85 as due and payable. At this time the auto past due billing process was activated to send monthly notices advising of the balance.  Your account was cancelled due to the chargeback.  While cancellation of an account stops all future shipments, it does not cancel the balance due for orders already shipped prior to cancellation; they will continue to bill until paid in full or are returned for credit within the 60-Day Money-Back Guarantee.
  
  Please be advised that our records do not reflect any calls received from the phone number provided with your order (and this complaint), nor any other contact received in reference to your account since your enrollment in February, prior to receipt of your Better Business Bureau complaint. Additionally,if customers respond to any unmonitored promotional, billing or confirmation email addresses, an automatic response is sent to advise of this which also provides our contact information. We regret if you experienced any difficulty contacting us via the phone, email, or chat options provided at our website, as these channels have been regularly tested without issue.
  
  Although our records do not indicate that any returns have been received, as a gesture of goodwill and in exception to our advertised guarantee, the remaining balance of $89.26 has been cleared.
  
  Your smileactives account remains closed with nothing further to be shipped or billed.

  
  Sincerely,
  
  ****************
  Contact Center Operations Director