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:04/10/2024

  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 something from smileactives and received and I turned around and cancelled my membership which I did not know I was in. I have tried to cancel this two different times. Now today I see where they have taken another ***** out of my acct. please help me stop them from doing this

  Business Response

  Date: 04/17/2024

  Ms. ***************************** Earlswood Ct
  ************************-4703
  
  
  Date: 04/15/24
  
  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 December 28,2023. 
  
  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 enrolling in the ******************** member program are informed they will receive automatic shipments until they contact customer service to cancel or make changes to their membership. This information is clearly stated on the order page of our website, in bold font, prior to any personal information being entered.  Before customers may finalize their 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 automatic shipments and associated charges was provided by checking this empty box to complete your order.  We regret if you found the offer unclear in any way.
  
  On December 28, 2023,?your initial order (a 30-day introductory supply) was sent for a total of $26.82 (including $1.87 FL Sales Tax)?and?charged in full to the?credit card provided. ? 
  
  On January 30, 2024, per the terms of the agreement, your 2nd shipment (a 90-day full-sized supply) was sent for a total of $90.10 (including $8.97 s&h and $6.28 FL Sales Tax) to be billed in 3 installments over 31-day billing cycles to the credit card on file. The 1st installment of $30.03 was charged at this time leaving a balance of $61.07. 
  
  On February 1, 2024, per your request, your account was cancelled.  Information was provided regarding your 2nd shipment.  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.
  
  Per **** tracking number **************************, your 2nd shipment was delivered February 3rd.
  
  The 2nd installment of $30.03 was charged as scheduled on March 1, 2024, leaving a balance of $30.04.
  
  On March 4, 2024, we received your chat and phone inquiry regarding the recent charge.  The billing was explained, and your cancellation confirmed.  You informed us at that time you had not received the 2nd shipment sent January 30th.  As a courtesy refunds totaling $50.42 were issued and the remaining balance cleared. Per the terms of our 60-Day Money-Back Guarantee, the $9.64 (s&h) was not refunded.
  
  Your smileactives account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:04/10/2024

  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.

  For Christmas of 2023 I ordered Smile Actives from a commercial on tv - not from the internet. I did not sign up for Auto Renewal- but a one time purchase only. When I received the product it was trial sizes. I thought well this is ok. Then on January 22,2024 I am billed ***** for a ninety day supply- which I receive a few days later. I call and they tell me , "I must have accidentally signed up for auto renewal." I stated I did not want anymore of Smile Active products. **** that I spoke with said - return the products. So on January 29, I went to *** and returned the merchandise. I then received an email to say on Jan 31, 2024 they received my return of all the second products I never ordered. On Feb 20 they bill me again for another installment of ***** . I call again on March 2,2024 and say you all have received my products and I have not been credited. I gave the lady the tracking number. She said it's still being processed - OVER A MONTH AFTER receiving the return. I say I want to speak to her supervisor and she puts me on a 20 min hold. "High Level Support" as she called them must have been at lunch. . I am out almost 100.00-NEVER EVER BUY FROM SMILE ACTIVES. They are unethical!

  Business Response

  Date: 04/17/2024

  *********************************
  6185 ********** Dr
  *****************-3969
  
  
  Date: 04/15/24
  
  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 December 18, 2023. 
  
  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 enrolling in the ******************** member program are informed they will receive automatic shipments until they contact customer service to cancel or make changes to their membership. This information is clearly stated on the order page of our website, in bold font, prior to any personal information being entered.  Before customers may finalize their 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 automatic shipments and associated charges was provided by checking this empty box to complete your order.  We regret if you found the offer unclear in any way.
  
  On December 18, 2023,?your initial order (a 30-day introductory supply)was sent for a total of $43.05 (including $3.10 GA Sales Tax)?and?charged in full to the?credit card provided. ? 
  
  On January 18, 2024, per the terms of the agreement, your 2nd shipment (a 90-day full-sized supply) was sent for a total of $142.04 (including $11.97 s&h and $10.22 GA Sales Tax) to be billed in 3 installments over 31-day billing cycles to the credit card on file. The 1st installment of $47.35 was charged at this time leaving a balance of $94.69. 
  
  Also on January 18th, we received your phone inquiry about the charge.  Information was provided about the 2nd shipment and the total cost.
  
  On January 23, 2024, per your request, your account was cancelled.  Please be advised that while cancelling an account stops all future shipments, it does not cancel the balance due for orders 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 January 24, 2024, per your inquiry, information was provided regarding the remaining balance and return instructions for your 2nd shipment.
  
  The 2nd installment of $47.34 was charged as scheduled on February 18, 2024,leaving a balance of $47.35.
  
  On March 2, 2024, we received your call regarding a refund for your 2nd shipment. Our records did not reflect that any returns had been processed on your account.  You provided your return tracking number.  When you asked to speak with a supervisor, one was not available at that time.  We regret to learn that the call ended before a resolution could be offered.
  
  The 3rd installment of $47.35 was charged as scheduled on March 21, 2024.
  
  Also on March 21, 2024, we received your phone inquiries regarding the charge and a refund for your 2nd shipment.  Our records still did not reflect that any returns had been processed on your account.  When you referred to the return tracking information provided previously, a supervisor was consulted and confirmed per the tracking information that the return had reached our facility.  A refund of $129.14 was issued.  Per the terms of our 60-Day Money-Back Guarantee, the $12.90 (s&h) was not refunded.  Please be advised that a returned shipment must go through several steps to be scanned in, processed, and have credit issued for the returned items to the appropriate account. There are times when we are unable to process a return and issue credit because the information needed to locate the correct account is missing.  We always make every effort to process returns and issue refunds as quickly as possible.  We apologize for any inconvenience this delay may have caused.
  
  Your smileactives account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:04/10/2024

  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 ordered this product on a trial basis, it did not work for me. I contacted the seller 1st on 10/25/23 to cancel any further shipments. The representative asked me to give it another month and she (*****) would extend the trial period. Nothing more would be shiped before December and call before that if I still wish to cancel. I called again on 11/13/23 and spoke with **** who agreed to cancel any further shipments and would send a confirmation of same by email within 24 hours. I did not receive a confirmation email.I was charged an additional $30.97 on 12/6/23 so I called 12/12/23, spoke to *** who was not cooperative in helping me. I disputed the charge with my Credit card and they actually sent me a notification dated 12/12/23 that the Dispute had been resolved, they credited my account.Then I received a bill in the mail dated 12/29/23 and another one dated 1/30/24 for $92.90 unpaid balance. On 2/1/24 I received the first email billing notice which I replied to, and another one on 2/29/24 which I also replied to. This last one was responded to with an email saying that I replied to a "Do Not Reply" email. And to contact **************** At this point I am contacting you instead. I made notes that are included in the docs uploaded that I hope you can read. If there are any further questions please do not hesitate to contact me. I really want to get this resolved. I feel like I'm being digitally stalked by SmileActives.Thank you. *****************************

  Business Response

  Date: 04/17/2024

  Ms. ************************************* Box 93
  *********, ** 12823-0093
  
  
  Date: 04/16/24
  
  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 1,2024 as we only received this complaint on April 11, 2024.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives October 6, 2023.
  
  Your initial order (a 30-day introductory supply) was sent that day for a total of $26.70 (including $1.75 NY Sales Tax)?and?charged in full to the?credit card provided. ?
  
  Our records indicate that on October 25, 2023, we received your phone request to cancel your smileactivesaccount, but you accepted an offer to postpone future shipments and an extension of the 60- day Money Back Guarantee to 90 days instead. The account was placed on hold until December 6, 2023, at which point regular shipments and billing would resume. 
  
  On November 13, 2023, we received your request to cancel.  We regret to learn that your request to cancel your membership was not correctly processed at this time and would like to apologize for any inconvenience which resulted.Please rest assured that your experience has been reviewed and will be used to improve our service moving forward.
  
  On December 6, 2023, your 2nd shipment (a 90-day full-sized supply) was sent for a total of $92.90 (including $11.97 s&h and $6.08 NY Sales Tax) to be billed in 3 installments over 31-day billing cycles to the credit card on file. The 1st installment of $30.97 was charged at this time leaving a balance of $61.93. 
  
  On December 12, 2023, per your phone requests your account was cancelled.  We regret to learn that the 2nd call ended before a resolution could be offered.  The 2nd shipment was flagged as a pending return since you stated you would be returning it.  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 automatically as scheduled until paid in full or returned for credit within the 60-Day Money-Back Guarantee.
  
  On December 27th, your financial institution reversed the 1st payment of $30.97 for the 2nd shipment. While this chargeback created a credit in your favor with your financial institution, it restored the full amount of $92.90 as due and payable.  At this time the auto past due billing process was activated to send monthly notices advising of the balance.
  
  The remaining balance of $92.90 has now been cleared and the order removed from collections.  Per your request your contact information has been removed from our smileactives marketing databases.  Please allow 4-6 weeks for these changes to take effect.
  
  Your smileactives account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:04/05/2024

  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.

  When I purchased the original l package, I was not informed of an enrollment into their club!They sent me a refill bottle and are trying to charge me for a membership program, shipping etc.I don't owe them any money, because I did not agree to this plan at any time. How can I get them to stop billing me in the future?

  Business Response

  Date: 04/26/2024

  *******************************
  Apt 106
  900 ***** Way
  *****************-5415
  
  
  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 December 9, 2023,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.  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 **** introductory kit, was sent December 11, 2023, for a total cost of $26.45 (including $1.50 GA Sales Tax) and billed in full to the PayPal account provided.
  
  Per the terms of your purchase, on January 9, 2024, your 2nd shipment (a 90-day replenishment supply) began processing for delivery as scheduled for a total of $88.85 (including $8.97 s&h and $5.03 GA 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 $29.62 at this time.
  
  On January 10, 2023, your 2nd shipment was sent.  We attempted to finalize payment of the previously authorized 1st installment of $29.62 at this time, but the request was declined by PayPal. This left the full cost of $88.85 due and activated the past-due billing process to send monthly notices advising of this balance. 
  
  On February 1, 2024, your account was cancelled per your LiveChat request.  We regret to learn that after 3 minutes of agent inquiries and attempts to confirm you were still connected with no response the chat was ended before additional information could be provided regarding the remaining balance and return options.   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. 
  
  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 1st. 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 and in exception to our advertised 60-Day Money-Back Guarantee, the balance of $88.85 due for your 2nd shipment has been cleared.
  
  Per your request your contact information has been removed from our smileactives marketing databases. Please allow 4-6 weeks for these changes to take effect.  
  
  Your smileactives account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:03/28/2024

  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.

  Similar to the numerous other complaints with this company, when I cancelled subscription via chat they continued to bill me in an unauthorized manner.

  Business Response

  Date: 04/02/2024

  Mr. ******************************* ***********************
  ********************-4002
  
  
  Date: 04/02/24
  
  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 February 27, 2024, as we only received this complaint on March 29, 2024.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives on August 24, 2023,with the purchase of a special offer for a 5 -piece 30-day introductory kit including the Vibrite Sonic toothbrush.  Your initial order was sent the same day, for a total cost of $74.15 (including $4.20 KY Sales Tax) and billed in full to the credit card 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.  As part of their initial purchase, customers enrolling in the ******************** member program are informed they will receive automatic shipments until they contact customer service to cancel or make changes to their membership.
  
  Per the terms of your purchase, on September 25, 2023, your 2nd shipment (a 90-day replenishment supply) was sent as scheduled for a total of $171.53 (including $11.97 s&h and $9.71 KY Sales Tax) to be billed in 3 installments over 31-day billing cycles.  The 1st installment of $57.19 was charged at the time of shipping: the 2nd and 3rd installments of $57.18 and $57.16 were charged on October 26th, and November 26th, as scheduled.
  
  On December 27, 2023, your 3rd shipment (another 90-day replenishment supply) was sent as scheduled for a total of $171.53 (including $11.97 s&h and $9.71 KY Sales Tax) to be billed in 3 installments over 31-day billing cycles.  The 1st installment of $57.19 was charged at the time of shipping.  The 2nd installment of $57.18 was charged on January 27, 2024, as scheduled leaving a balance of $57.16 to be billed in March. 
  
  
  On February 5, 2024, your financial institution reversed the 2nd installment of $57.18 for your 3rd shipment. While this chargeback created a credit in your favor with your financial institution, it restored the amount of $114.34 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.  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.
  
  On February 27, 2024, we received your LiveChat inquiry regarding your account status.  You were informed that the account was cancelled.  The 3-pay plan for the 90-day replenishment shipments was explained and you were advised of the remaining balance due.
  
  Although our records do not indicate that any returns have been received to present date, as a gesture of goodwill the remaining balance of $114.34 has been cleared.
  
  Your smileactives account remains closed with nothing further will be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:03/28/2024

  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 ordered Smile Active tooth whitening product - I received a 1 month supply and then a larger 3-month supply. I do not think the product performs as stated and was unaware that I had signed up for additional shipments. The 3-month shipment just arrived. I accepted that shipment but called to stop future shipments. The customer care person said I was due for another $90 shipment. I told ******* I would refuse the shipment and tell my credit card company to refuse payment. She informed me that I would be turned into collection agency for doing so - that I had no option to cancel . I want to cancel - as of 1/29/2024 without any further shipments.

  Business Response

  Date: 04/02/2024

  Ms. *******************************
  ****************
  *********************-8119
  
  
  Date: 04/02/24
  
  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 February 29, 2024, as we only received this complaint on March 29, 2024.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives on January 22, 2024,with the purchase of a 30-day introductory BOGO 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.  As part of their initial purchase, customers enrolling in the ******************** member program 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.
  
  Your initial order, a 30- day introductory kit with the Vibrate Toothbrush, was sent January 22, 2024, for a total cost of $37.31 (including $2.36 NC Sales Tax) and billed in full to the credit card provided.
  
  Per the terms of your purchase, on February 22, 2024, your 2nd shipment (a 90-day replenishment supply) was sent as scheduled for a total of $124.71 (including $11.97 s&h and $7.89 NC Sales Tax) to be billed in 3 installments over 31-day billing cycles.  The 1st installment of $41.58 was charged at the time of shipping leaving a balance of $83.13.
  
  On February 29, 2024, your account was cancelled per your request.  Information was provided regarding the remaining balance of $83.13 for your 3rd 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.   We apologize for any miscommunication at this time regarding your account cancellation and the balance still due.  While cancelling an account stops all future shipments, it does not cancel the balance due for orders already shipped prior to cancellation.
  
  On March 24, 2024, the 2nd installment of $41.57 for your 2nd shipment was charged as scheduled leaving a balance of $41.56.
  
  Although our records do not indicate that any returns have been received to present date, as a gesture of goodwill the remaining balance of $41.56  has been cleared.
  
  Your smileactives account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:03/28/2024

  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.

  I spoke to the company a few months ago and told them that I didn't want their product because it didn't work. **************** said they would send me a different product free if I would mail previous product back to them. I mailed it back to them and they gave me credit on bank card. I got another one today that I didn't request.

  Business Response

  Date: 04/02/2024

  ******************************
  **********************************
  **********************-9524
  
  
  Date: 04/02/24
  
  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 February 24, 2024, as we only received this complaint on March 29, 2024.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives on October 14, 2023,with the purchase of a 30-day introductory BOGO special offer for our Pro Whitening Gel.  As part of their initial purchase, customers enrolling in the smileactives member program are informed they will receive full-size automatic shipments until they contact customer service to cancel or make changes to their membership.
  
  Your initial order was sent October 19, 2023, for a total cost of $26.27 (including $1.32 VA Sales Tax) and billed in full to the credit card provided.
  
  Per the terms of your purchase, on November 21, 2023, your 2nd shipment (a 90-day replenishment supply) was sent as scheduled for a total of $88.27 (including $8.97 s&h and $4.45 VA Sales Tax) to be billed in 3 installments over 31-day billing cycles.  The 1st installment of $29.42 was charged at the time of shipping leaving a balance of $58.85.
  
  Our records indicate that on November 25th, we received your LiveChat request to cancel your smileactives account, but you accepted an offer to try a complementary Whitening Pen to help boost the whitening results of the Pro Whitening Gel instead. You were informed that the account remained active with the next shipment scheduled for February 20, 2024.  Return instructions were provided per your request.
  
  The complementary Advanced Whitening Pen was sent November 27th.
  
  On December 14, 2023, 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 $19.97 was issued and the balance of $58.85 was cleared. Per the terms of our 60-Day Money-Back Guarantee, the $9.45 (s&h plus applicable state tax on that charge) was not refunded.
  
  On February 20, 2024, per the agreement, your 3rd shipment (a 90-day replenishment supply) was sent as scheduled for a total of $88.27 (including $8.97 s&h and $4.45 VA Sales Tax) to be billed in 3 installments over 31-day billing cycles.  The 1st installment of $29.42 was charged at the time of shipping leaving a balance of $58.85.
  
  On February 24, 2024, your account was cancelled per your request.  Information was provided regarding the remaining balance for your 3rd 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 March 6, 2024, your 3rd shipment was processed as returned at our facility, within the 60-Day Money Back Guarantee, at which time a refund in the amount of $19.97 was issued and the balance of $58.85 was cleared. Per the terms of our 60-Day Money-Back Guarantee, the $9.45 (s&h plus applicable state tax on that charge) was not refunded.
  
  Your smileactives account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:03/28/2024

  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.

  I purchased a one time purchase of teeth whitening solution. This company is charging me a membership pr recurring fee without my knowledge. I had rocket money cancel this subscription and I have respondent's to emails for them to cancel and stated I never signed up for anything. And yet they keep charging my account.

  Business Response

  Date: 04/02/2024

  *****************************
  **************
  **********************-0450
  
  
  Date: 04/01/24
  
  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 February 22, 2024, as we only received this complaint on March 28, 2024.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives on August 5, 2023,with the purchase of a 30-day introductory BOGO 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.  As part of their initial purchase, customers enrolling in the smileactives member program 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.
  
  Your initial order, a 30-day introductory kit was sent August 7, 2023, for a total cost of $26.69 (including $1.74 OH Sales Tax) and billed in full to the credit card provided.
  
  Per the terms of your purchase, on September 6, 2023, your 2nd shipment (a 90-day replenishment supply) was sent as scheduled for a total of $89.69(including $8.97 s&h and $5.87 OH Sales Tax) to be billed in 3 installments over 31-day billing cycles.  The 1st installment of $29.90 was charged at the time of shipping: the 2nd and 3rd installments of $29.90 and $29.89 were charged on October 7th, and November 7th, as scheduled.
  
  On December 7, 2023, your 3rd shipment (a 90-day replenishment supply) was sent as scheduled for a total of $90.10 (including $8.97 s&h and $6.28 OH Sales Tax) to be billed in 3 installments over 31-day billing cycles.  The 1st installment of $30.03 was charged at the time of shipping leaving a balance due of $60.20.
  
  On December 24, 2023, 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 $30.03 was charged on January 7, 2024, as scheduled.
  On January 8, 2024, we received your email inquiry regarding your account status.   Your cancellation was confirmed and the remaining balance provided.
  
  On February 7, 2024, we attempted to process the 3rd installment of $30.04 for your 3rd shipment, but your charge card was declined by your financial institution.   At this time the auto past due billing process was activated to send monthly notices advising of the $30.04 balance.
  
  Although our records do not indicate that any returns have been received to present date, as a gesture of goodwill the remaining balance of $30.04 has been cleared.
  
  Your smileactives account remains closed with nothing further will be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:03/28/2024

  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 from the company called SmileACTIVES. THIS ORDER WAS PLACED 1/28/23. AS OF YET I HAVE NOT RECEIVED MY PRODUCT. I CHATTED WITH 2 DIFFEENT REPRESENTATIVES. NO HELP WHATSOEVER. I TOLD THEM I COULD PROVIDE A SCREESHOT OF HOW MUCH I PAID ALSO ID PROVIDE THE LAST 4 OF THE **** I PURCHASED IT WITH. THEN THEY TOLD ME TO CALL MY BANKING INSTITUTION AND SEE IF THE ***** HAD BEEN WITHDRAWN. AND TO CALL CUSTOMER SERVICE. IT SEEMED LIKE THEY WERE JUST PUTTING ME OFF. MY FIRST MISTAKE WAS I ORDERED IT OFF AN ADVERTISEMENT ON ********* I JUST FEEL VERY DISRESPECTED. PLUS NOTHING WAS SOLVED. I WILL CHECK MY BANK AND I WILL CALL CUSTOMER SERVICE. I THOUGHT THE HELP CHAT WAS CUSTOMER SERVICE. OH WELL YOU LIVE AND LEARN. THANKYOU.

  Business Response

  Date: 04/02/2024

  Ms. ********************************** *********************
  ************************-6393
  
  
  Date: 04/01/24
  
  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 February 22, 2024, as we only received this complaint on March 28, 2024.
  
  Unfortunately, we are unable to locate a smileactives order in your name with the information you provided.  If the issue was not been resolved after checking with your bank, we will need some additional information in order for us to review your concerns. We will need the order number, as well as the name and full address where the shipment was to be sent.  Your order number would be located on in the order confirmation email you received.  Once we receive this information, we will take immediate action on your behalf. Once you locate this information, you may forward it to the Better Business Bureau of ********, ** in the form of a Rebuttal to your complaint filed on February 22nd. Thank you for your understanding in this matter.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:03/28/2024

  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.

  Your tv ad is fraudulent. It appears a buyer is receiving two of the larger bottle (which I'd purchased before) because of the proportions of the bottle. It's shown about 4 times as tall as it is wide. The small bottle I received is half of that.No way around it- this was deliberate.

  Business Response

  Date: 04/02/2024

  *******************************
  240 Deacon Trce
  **********************-7929
  
  
  Date: 04/01/24
  
  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 February 21, 2024, as we only received this complaint on March 29, 2024.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives on January 21, 2024,with the purchase of a 5 - piece 30-day introductory BOGO special offer for our Pro Whitening Gel.  Your initial order was sent January 22, 2024, for a total cost of $52.95 (including $3.00 KY Sales Tax) and billed in full 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.  ****** commercial displays a 1 oz bottle (30-day supply) of the Pro Whitening Gel as do the online Buy One Get One free offers.  It is on the label of each bottle pictured in these offers.  We do offer the large 3.8oz bottle online but the cost is 3 times that of the 1oz offer.  We regret if you found the offer unclear in any way.  
  
  Please be advised that every shipment is covered by a 60-day Money Back Guarantee.  If a customer is not satisfied for any reason, they can simply return the containers (even if empty) within 60-day of receipt for a full refund of the purchase price minus s&h.
  
  On January 22, 2024, per your request, your subscription was cancelled stopping any additional shipments.
  
  We appreciate your feedback, as we strive to provide the highest quality products and service.  Your smileactives account remains cancelled;nothing further will be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director