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:04/29/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered teeth ********. It was a one time order. This company sent me a second order without me ordering it and they took the money out of my bank account. I called them and told them I did not okay this transaction and they told me by the way you also owe us $59.00 for a future shipment. I sent the shipment back and I keep getting a bill for $59.00.

  Business Response

  Date: 06/14/2024

  *************************
  *******************************************************************************
  
  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 January 14,2024, with the purchase of a special offer of a Buy Get One Free 30-day introductory kit which included a subscription.
  
  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. 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 January 15, 2024, your first shipment, a 30-day introductory kit, was sent for a total of $26.51 (including $1.56 MA Sales Tax) and charged in full at the time of shipping to the PayPal account provided.
  
  Per the terms of your purchase, on February 14, 2024, your 2nd shipment (a 90-day replenishment supply) was sent as scheduled for a total of $88.50 (including $8.97 s&h and $4.68 MA Sales Tax) to be billed in 3 installments over 31-day billing cycles.   The 1st installment of $29.50 was charged at this time leaving a balance of $59.00.
  
  On February 18, 2024, your account was cancelled per your request.  Information was provided regarding your 2nd shipment still in transit at that time 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.
  
  On March 16, 2024, we attempted to process the 2nd installment of $29.50 as scheduled but the request for payment was declined by PayPal leaving the remaining balance of $$59.00 due and payable.  At this time the auto past due billing process was activated to send monthly notices advising of this balance.
  
  On May 30, 2024, we received your inquiry regarding the billing via USPS.  Although our records did not indicate at that time (or to present date) that any returns had been received, as a gesture of goodwill the remaining balance of $59.00 was cleared.
  
  Your smileactives account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director
  

• Initial Complaint

  Date:04/21/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Originally I ordered Two small bottles of Smileactives teeth ********. I then found out I was enrolled in automatic shipments. I was never told this. They canceled that for me.I *** was charged $ ***** for the second time. The girl on the phone said that they split up the bill into 3 payments, so I will pay over $90 for something I didnt order and didt want. The girl also said their computer automatically signs you up when you order.What business practices are these? This company should not be allowed to operate.And I can see that others had the same complaint.I would appreciate it if you could do something about these crooks.Thank you.*********************

  Business Response

  Date: 04/26/2024

  *************************
  ***************
  *******************-3206
  
  
  Date: 04/24/24
  
  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 January 24, 2024,with the purchase of a special offer for a 30-day introductory Buy One Get One Free special offer of our Pro Whitening Gel.
  
  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.   We do offer the ability to purchase smileactives products without automatic replenishment shipments. However, customers who choose to place one-time orders are only offered our retail prices.  All of the **** free offers include a subscription.   Every shipment is covered by our 60-day Money Back guarantee.
  
  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 - in bold print - prior to any personal information being entered, and lastly, before customers may finalize a subscription 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 introductory kit, was sent January 25, 2024, for a total cost of $27.10 (including $2.15 NY Sales Tax) and billed in full to the credit card provided.
  
  On February 23, 2024, per the terms of your purchase, your 2nd shipment (a 90-day replenishment supply) was sent as scheduled for a total of $91.04 (including $8.97 s&h and S7.22 NY Sales Tax) to be billed in 3 installments over 31-day billing cycles.   The 1st installment of $30.35 was charged at the time of shipping leaving a balance of $60.69.
  
  On February 29, 2024, your subscription was cancelled per your request.   Please be advised while cancelling an account stops all future shipments, it does not cancel the balance due for orders shipped prior to cancellation:they will continue to bill as scheduled until paid in full or returned for credit within the 60-Day Money-Back Guarantee.
  
  The 2nd installment of $30.35 was charged March 25, 2024, as scheduled leaving a balance of $30.34.
  
  On April 10, 2024, we received your inquiry about the March charge.  The total cost of the 2nd shipment and 3 installments were explained.
  
  Although our records do not indicate that any returns have been received to present date, as a gesture of goodwill the remaining balance of $30.34 has been cleared.
  
  Your smileactives account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:04/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Smilesactive does not disclose that when you purchase their products you are signing up a a subscription. They save your payment and shipping address and charge your card every 2 weeks without your consent. They do not offer any customer support on their website and do not have working phones. Once the subscription is cancelled they charge you $60 for a cancelation fee. All of which without your consent. They do not offer you a way to return your items for a refund either and it is impossible to contact any customer help.

  Business Response

  Date: 04/26/2024

  ***************************************
  ************************************************************-4119
  
  
  Date: 04/24/24
  
  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 29, 2024,with the purchase of a 30-day introductory Buy One Get One Free special offer for our Pro Whitening Gel.
  
  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.   We do offer the ability to purchase smileactives products without a replenishment account.However, customers who choose to place one-time orders are only offered our retail prices.  All of the **** free offers include a subscription.  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 - 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 empty box to complete your initial order.  We regret if you found the offer unclear in any way.
  
  Your initial order, a 30- day **** introductory kit, was sent March 1, 2024, for a total cost of $26.95 (including $2.00 TX Sales Tax) and billed in full to the credit card provided.
  
  Per the terms of your purchase, on April 2, 2024, your 2nd shipment (a 90-day replenishment supply) was sent as scheduled for a total of $90.53 (including $8.97 s&h and $6.71 TX Sales Tax) to be billed in 3 installments over 31-day billing cycles.   The 1st installment of $30.18 was charged at this time leaving a balance of $60.35. 
  
  On April 4, 2024, your account was cancelled per your LiveChat request.   Information was provided regarding your 2nd shipment, tracking number,the remaining balance and return instructions.   Please be advised while cancelling an account stops all future shipments, it does not cancel the balance due for orders processed and/or shipped prior to cancellation: 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.  There are no membership or cancellation fees.  Any balance due or billing processed after a membership is cancelled is for product that has already been shipped per the terms of purchase. 
  
  We regret to learn that you had difficulty reaching us.  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.  Also,active members have online self-management account access 24/7.
  
  Although our records do not indicate that any returns have been received to present date, as a gesture of goodwill the balance of $60.35 due for your 2nd shipment 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:04/19/2024

  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.

  Dear BBB,I am filing this complaint against SmileActives, who forced me into a subscription service I did not consent to, and who continue to keep my customer status "active" despite repeated requests to cancel said subscription.In November 2023, I saw an advertisement for SmileActives - Whitening ********* (Buy One, Get One Free), with Toothbrush (Free w/ Purchase). I was charged $41.75 on 11/27/2023 for this purchase. I received and tried the product, but it didn't work. Oh well. To my surprise, I was charged $45.93 on 12/27/2023 and soon, I received a package containing three pens and a large (3.8oz) gel, which I did not order. When I contacted SmileActives, they notified me that upon my initial purchase, I had agreed to their monthly subscription service. At no point during the initial purchase was I made aware I was also signing up for a subscription. At that point, I spoke to a representative and requested to cancel the subscription. They said my subscription would be cancelled. I asked if I could return the three pens and large gel for a refund, they said I would need to wait for them to mail me a return slip. I have no idea why they couldn't email me this return slip. Meanwhile, they charged me another $45.92 on 1/27/2024. When I finally got the return slip and was able to return the product, they refunded me $45.93 and $33.41 in two separate charges.I was satisfied with this resolution up until a few days ago, when I checked my mailbox, and to my absolute horror, discovered another package from SmileActives containing three pens and a large gel. I checked my bank and confirmed I was charged $45.93 on 3/28/2024. I logged into my SmileActives account and immediately tried to cancel my subscription (AGAIN), and was told I have an outstanding balance of $91.82.

  Business Response

  Date: 04/26/2024

  *****************************
  Apt 4602
  *******************************************************************-5945
  
  
  Date: 04/24/24
  
  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 November 26, 2023,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 - 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 empty box to complete your initial order.  We regret if you found the offer unclear in any way.
  
  We do offer the ability to purchase smileactives products without a replenishment account. However,customers who choose to place one-time orders are only offered our retail prices.  All of the **** free offers include a subscription. 
  
  Your initial order, a 30- day 4-piece introductory kit, was sent November 27, 2023, for a total cost of $41.75 (including $1.80 HI Sales Tax) and billed in full to the credit card provided.
  
  On December 27, 2023, per the terms of your purchase, your 2nd shipment (a 90-day replenishment supply) was sent as scheduled for a total of $137.75 (including $11.97 s&h and $5.93 HI Sales Tax) to be billed in 3 installments over 31-day billing cycles.   The 1st installment of $45.93 was charged at shipping; the 2nd installment of $45.92 was charged January 27, 2024, as scheduled leaving a balance of $45.90.
  
  On February 12, 2024, we received your call regarding returning your 2nd shipment.  As a courtesy a request for a prepaid return label was submitted to assist the return of this shipment at no additional cost to you.   You were advised that your account remained active, and the next shipping date was March 28, 2024.  When asked if you could cancel the subscription online you were informed that you could. 
  
  On February 26, 2024, your 2nd shipment was processed as returned at our facility, within the 60-Day Money Back Guarantee, at which time refunds totaling $79.34 were issued and the balance of $45.90 was cleared. Per the terms of our 60-Day Money-Back Guarantee,the $12.51 (s&h plus applicable state tax on that charge) was not refunded. 
  
  On March 28, 2024, your 3rd shipment (another 90-day replenishment supply) was sent as scheduled for a total of $137.75 (including $11.97 s&h and $5.93 HI Sales Tax) to be billed in 3 installments over 31-day billing cycles.   The 1st installment of $45.93 was charged at the time of shipping leaving a balance of $91.82.
  
  On April 19, 2024, your account was cancelled per your LiveChat request.   Information was provided regarding your 2nd shipment.  As a courtesy and in exception to our 60-Day Money Back Guarantee a refund of $45.93 was issued and the balance of $91.82 cleared.
  
  Your smileactives account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:04/19/2024

  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.

  see Attached document

  Business Response

  Date: 04/25/2024

  *************************************
  1815 Sunset Dr
  ********************-3246
  
  
  Date: 04/23/24
  
  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.
  
  We regret to learn that you may have experienced a potential reaction with smileactives, as you have stated. A Customer Specialist will be contacting you within the next few business days to discuss your experience. It is of utmost importance to us that any potential reaction to this product is documented and addressed.
  
  Our records reflect that you enrolled by phone for automatic shipments of smileactives on December 25,2023, with the purchase of a 30-day introductory Buy One Get One Free Pro Whitening Gel special offer.
  
   We make every effort to be forthcoming regarding our promotions and offers for smileactives via the website, TV infomercials, inbound sales phone line, print materials, product packaging and billing.   As part of their initial purchase, customers purchasing 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.  We do offer the ability to purchase smileactives products without a replenishment account. However, customers who choose to place one-time orders are only offered our retail prices.  All of the **** free offers include a subscription.  We regret if you found the offer unclear in any way.
  
  Your initial order, a 30- day piece introductory kit, was sent December 28, 2023, for a total cost of $26.79 (including $1.84MN Sales Tax) and billed in full to the credit card account provided.
  
  Per the terms of your purchase, on January 29, 2024, your 2nd shipment (a 90-day replenishment supply) was sent as scheduled for a total of $93.22 (including $11.97 s&h and $6.40 MN Sales Tax) to be billed in 3 installments over 31-day billing cycles.   The 1st installment of $31.07 was charged at this time leaving a balance of $62.15.
  
  On February 29, 2024, we attempted to process your 2nd installment of $31.07 as scheduled but the request for payment was declined by your financial institution leaving a remaining balance of $62.15 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.  Shipped orders will continue to bill as scheduled until paid in full or returned for credit within the 60-Day Money-Back Guarantee.
  
  Please be advised that our records do not reflect any calls 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 December, prior to receipt of your Better Business Bureau complaint.  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.
  
  Although our records do not indicate that any returns have been received to present date, as a gesture of goodwill the remaining balance of $62.15 has been cleared.
  
  Your smileactives account has now been cancelled; nothing further will be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:04/18/2024

  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.

  On 1/24/24 I ordered a buy one get 1 free trial size tooth whitening gel from a commercial ad on TV. On 1/26/24 $38.01 was charged to my PayPal account and within a few days I received the product that I ordered. Done deal right?! Oh no not quite. On 2/23/24 my PayPal account was charged $42.36. On 2/26/24 I called to question that charge and was informed that my 1st purchase was now a subscription service which I was unaware since I just purchased it from a TV ad. I had not received the 2nd order yet but was told that I could cancel the subscription and return it for a full refund minus shipping charge. After a few days I did receive the product which is now a full size gel costing $127.06. They sent a bigger product so they could now charge $127.06 through the subscription which I never ordered. On 3/1/24 I mailed the product back through **** with a tracking #. On 3/5/24 per the tracking # it showed that the company had received it and on 3/7/24 I received a refund of $38.01(not the $42.36 that was charged) but I was satisfied with that and assumed once again it was a done deal. But again on 3/25/24 my PayPal account was again charged $42.35 and once again called on 3/27/24 to question the charge and they informed me that the had not received the return. I was told to contact **** for tracking as I had disposed of the tracking info that I had after seeing that the return had been received. Of course **** was unable to retrieve a tracking # from 3 weeks prior. I was told that nothing could be done without the tracking info and that I had one more $42.35 that would be charged to my PayPal account. So now this company has charged me $127.06 for a product I never ordered or wanted and somehow cant locate the return.

  Business Response

  Date: 04/25/2024

  *******************************
  9150 *******************
  ********, ** 14031-1107
  
  
  Date: 04/23/24
  
  Complaint ID: ********
  Account Number: ******
  File Number: **********
  
  Dear Ms. ******************* 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 January 25, 2024,with the purchase of a 30-day introductory **** special offer. 
  
  We make every effort to be forthcoming regarding our promotions and offers for smileactives via the website, ** infomercials, inbound sales phone line, print materials, product packaging and billing.  During the ** infomercials each time the price is displayed directly under the price it states: Includes Auto Delivery. Cancel at any time.    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 -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.
  
  We do offer the ability to purchase smileactives products without a replenishment account. However,customers who choose to place one-time orders are only offered our retail prices.  All of the **** free offers include a subscription. 
  
  Your initial order, a 30- day introductory kit, including the Vibrite Sonic Toothbrush Kit, was sent January 26, 2024, for a total cost of $38.01 (including $3.06 NY Sales Tax) and billed in full to the PayPal account provided.
  
  On February 23, 2024, per the terms of your purchase, your 2nd shipment (a 90-day replenishment supply) was sent as scheduled for a total of $127.04 (including $11.97 s&h and $10.22 NY Sales Tax) to be billed in 3 installments over 31-day billing cycles.   The 1st installment of $42.36 was charged at this time, leaving a balance of $84.68.
  
  On February 26, 2024, your account was cancelled per your request.  Information was provided regarding your 2nd shipment in process and return instructions. While cancelling an account stops all future shipments, it does not cancel the balance due for orders that have already been shipped prior to cancellation: they will continue to bill as scheduled until paid in full or returned for credit within the 60-Day Money-Back Guarantee. 
  
  On March 7, 2024, your 1st shipment was processed as returned at our facility, within the 60-Day Money Back Guarantee, at which time a refund in the amount of $38.01 was issued.
  
  On March 25, 2024, the 2nd installment of $42.35 for your 2nd shipment was charged as scheduled leaving a balance of $42.33.
  
  On March 27th and 28th we received your phone inquiries regarding the recent charge.  You were advised that your account did not reflect a return of the 2nd shipment. 
  
  Based on the information provided in this complaint it appears your return was processed on the incorrect order (the 1st initial order instead of your replenishment shipment).  Therefore, an additional refund in the amount of $33.67 has been issued.  This brings the total of both refunds to $71.68; the amount you were charged for the 2nd shipment less $13.02 (s&h plus applicable state tax on that charge) per our 60-Day Money Back Guarantee.  The remaining balance of $42.33 has been cleared.  Please allow 3 5 business days for the additional refund to post.
  
  Your smileactives account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 05/17/2024

   
  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:04/16/2024

  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.

  I ordered a tooth whitening product on this company online which I saw on **. Received product. Today received an auto ship from them and my credit card was charged $41.96. I did not order this. To cancel the order I have to return it minus shipping charge with the original invoice in envelope. Problem is there is not any paperwork in the package. When I went online to cancel the autopay it stated I needed to make payment of $82.00 plus change to cancel the order. Not sure if they are sending a 2nd auto ship or if this includes the original shipment plus the first auto ship. Unless there was something in small print on the ** advertisement , I had no way to know there was an auto ship and no paperwork was included with the first shipment. Even to pay for the first auto ship when it is something you do not want and have to pay to return it plus pay the shipping cost the paid to send it to you without the invoice should be prohibited. How many people has this been done to and have to pay for the 2nd shipment before you cancel the auto ship you did not order.

  Business Response

  Date: 04/22/2024

  Ms. ****************************** ****** Dr
  ****************************-8155
  
  
  Date: 04/19/24
  
  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.
  
  We also regret the delay in responding to your complaint filed with the Better Business Bureau on March 26, 2024, as we only received this complaint on April 17, 2024.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives on February 19, 2024, with the purchase of a 30-day introductory **** special offer.
  
  We make every effort to be forthcoming regarding our promotions and offers for smileactives via the website, ** infomercials, inbound sales phone line, print materials, product packaging and billing.  During the ** infomercials each time the price is displayed directly under the price it states: Includes Auto Delivery. Cancel at anytime.
  
  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 -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.
  
  We do offer the ability to purchase smileactives products without a replenishment account. However, customers who choose to place one-time orders are only offered our retail prices.  All of the **** free offers include a subscription.
  
  Your initial order, a 30- day introductory kit with the Vibrate Toothbrush Kit, was sent February 20, 2024, for a total cost of $37.05 (including $2.10 PA Sales Tax) and billed in full to the credit card provided.
  
  Per the terms of your purchase, on March 21, 2024, your 2nd shipment (a 90-day replenishment supply) was sent as scheduled for a total of $123.83 (including $11.97 s&h and $7.01 PA Sales Tax) to be billed in 3 installments over 31-day billing cycles.  The 1st installment of $41.29 was charged at the time of shipping leaving a balance of $82.54.  We apologize that an invoice was not included with this initial replenishment shipment and for any inconvenience this may have caused.   
  
  On March 26, 2024, your account was cancelled per your online request.  When you called the confirmation was confirmed.  Information was provided regarding the remaining balance due for your 2nd shipment and return instructions since 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.   
  
  On April 15, 2024, 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 $28.26 was issued and the balance of $82.54 was cleared. Per the terms of our 60-Day Money-Back Guarantee, the $12.69 (s&h including applicable tax) was not refunded.
  
  Your smileactives account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 05/17/2024

   
  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:04/16/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered the Smile Active product as advertised on T.V. Is advertised, it spoke of only of the tooth paste additive and whitening pens. Nothing was said about auto-delivery or or three installment payments of $57.73 to Oral Care Products LLC.

  Business Response

  Date: 04/22/2024

  Mr. ***************************
  **********************
  ********, MS 39705-9146
  
  Date: 04/19/24
  
  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.
  
  We also regret the delay in responding to your complaint filed with the Better Business Bureau on March 25,2024, as we only received this complaint on April 17, 2024.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives on February 23, 2024,with the purchase of a 30-day introductory **** special offer.
  
   We make every effort to be forthcoming regarding our promotions and offers for smileactives via the website, ** infomercials, inbound sales phone line, print materials, product packaging and billing.  During the ** infomercials each time the price is displayed directly under the price it states: Includes Auto Delivery. Cancel at anytime.
  
  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 -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 do offer the ability to purchase smileactives products without a replenishment account.However, customers who choose to place one-time orders are only offered our retail prices.  All of the **** free offers include a subscription.  We regret if you found the offer unclear in any way.
  
  Your initial order, a 30- day 5-piece introductory kit, was sent February 23, 2024, for a total cost of $53.45 (including $3.50 MS ***** Tax) and billed in full to the PayPal account provided.
  
  Per the terms of your purchase, on March 24, 2024, your 2nd shipment (a 90-day replenishment supply) began processing for delivery as scheduled for a total of $173.15 (including $11.97 s&h and $11.33 MS ***** 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 $57.73 at this time.
  
  On March 25, 2024, your account was cancelled per your request.  Information was provided regarding your 2nd shipment in process and return instructions. While cancelling an account stops all future shipments, it does not cancel the balance due for orders processed and/or shipped prior to cancellation: 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.  As a courtesy and in exception to our advertised satisfaction guarantee, a request was submitted to issue a refund for your 2nd shipment prior to receipt of the return.
  
  Your 2nd shipment was sent.  The previously authorized payment of $57.73 was finalized as a charge on March 26, 2024, leaving a balance of $115.42.
  
  On March 27, 2024, a refund of $57.73 was issued and the balance of $115.42 was cleared.  An email was sent confirming your cancellation and the refund.
  
  On April 1, 2024, your 1st shipment was processed as returned at our facility, within the 60-Day Money Back Guarantee, at which time an additional refund in the amount of $53.45 was issued.
  
  Your smileactives account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:04/16/2024

  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.

  01/10/2024 was the first date I ordered the SmileActives teeth whitening product and was charged on my PayPal account, $53.45. I received the product and started using it immediately, twice a day.After 10 days, there was no difference in the whitening of my teeth and they fairly white to start with.I called the company, because there was a payment pending, on my PayPal account, in the amount of $57.73, on 02/12/2024. I requested that the shipment be cancelled, and the money refunded to my PayPal account and was told that I would have to accept the shipment and then I would have to pay to return the product to SmileActives.I tried to cancel the subscription and the customer service rep kept talking over me, trying to convince me to keep using the product.I want a refund in the amount of $111.18, which is the total amount I was charged for the product and I am not satisfied with it's lack of truly making my teeth whiter.

  Business Response

  Date: 04/22/2024

  *****************************
  878 *****************
  ****************-2458
  
  Date: 04/19/24
  
  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.
  
  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.  We also regret the delay in responding to your complaint filed with the Better Business Bureau on March 25, 2024, as we only received this complaint on April 17, 2024.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives on January 8, 2024,with the purchase of a 30-day introductory BOGO special offer.
  
  Your initial order, a 30- day 5-piece introductory kit, was sent January 9, 2024, for a total cost of $53.45 (including $3.50 GA Sales Tax) and billed in full to the PayPal account provided.
  
  Per the terms of your purchase, on February 9, 2024, your 2nd shipment (a 90-day replenishment supply) was sent as scheduled for a total of $173.15 (including $11.97 s&h and $11.33 GA Sales Tax) to be billed in 3 installments over 31-day billing cycles.   The 1st installment of $57.73 was charged at this time, leaving a remaining balance of $115.42.
  
  On February 12, 2024, your account was cancelled per your request.  Information was provided regarding the remaining balance due your 2nd shipment.  An offer of an additional 20%off the cost of this shipment was made and declined and return instructions were provided instead. Please be advised while since cancelling an account stops all future shipments it does not cancel the balance due for orders already shipped prior to cancellation.  They will continue to bill as scheduled until paid in full or returned for credit within the 60-Day Money-Back Guarantee. 
  
  Since no return had been received,by March 11, 2024, we attempted to process the 2nd installment of $57.72 as scheduled for your 2nd shipment but the request for payment was declined by PayPal leaving the remaining balance of $115.42 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 March 20, 2024, we received your phone inquiry about the billing notices.   The available 60-day Money Back Guarantee was explained.  You were advised that returning the shipment would clear the balance and refund the charge (less s&h).
  
  Although our records do not indicate that any returns have been received to present date, as a gesture of goodwill the remaining balance of $115.42 has been cleared.
  
  Your smileactives account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:04/15/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered one of their products after hearing an ad. If was for a total of $44.15 total. I never received it. I have an email dated January 17, 2024 outlining the purchase and thanking me for my order. I called them on the toll-free number in the email. After an exhaustive wait of holds and transfers, they aske me for my account number. The email has no account number but it did list an order number which I gave them. They tell me they cannot find me or the order and to go on their website. I attempted that and kept getting error messages when trying to set up a login. I called back. They asked me all kinds of questions about the email which indicated the company address on ********************* in **********, Ca. The person on the phone told me they were from **** and never heard of that address. I offered to send them a copy of the email (one would think they would want that) but they were not interested. I would avoid this outfit like the plague.

  Business Response

  Date: 04/18/2024

  Mr. ************************************ 280
  *****************************************************************************************-1405
  
  
  Date: 04/17/24
  
  Complaint ID: ********  
  Account Number: NA
  File Number: **********
  
  Dear ******************,
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  We also regret the delay in responding to your complaint filed with the Better Business Bureau on March 5, 2024 as we only received this complaint on April 15, 2024.
  
  Unfortunately, we are unable to locate a smileactives order or account in your name with the information you provided.  The order number noted on the order confirmation email your included with this complaint is a temporary number assigned until the order downloads into our customer service and fulfillment system.  There are times, due to the security settings on our website or issues with payment information provided, that an initial order does not download into the system to be fulfilled.  Considering the time that has past since you placed the order in January that appears to be issue in this case.  We would like to apologize for any confusion or inconvenience which resulted.
  
  You may have seen an initial payment authorization when you first placed the order.  When an online order is placed the initial payment is submitted to your credit cards issuing bank for approval prior to shipment. This may not always be the same date that we charge your credit card.  An approved authorization is not finalized as a charge until the order has shipped. Funds in the amount authorized are often held by your financial institution for 5-7 business days and may not be available to you during such time before the hold expires and the funds are released back into your account or the payment is finalized.  Since your order was never shipped the payment was never finalized and no funds transferred to us.  Procedures vary amongst financial institutions, and you may want to check with your financial institution in terms of how it handles authorizations. If your financial institution confirms a finalized charge from smileactives in January, please contact our **************** directly at ************** (9:00am to 5:00pm EST Monday - Friday).
  
  Thank you for your understanding in this matter.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director