Reviews

Review Details

• Review fromBarry D

  Date: 05/28/2024

  1 star

  Barry D

  Date: 05/28/2024

  I called and Smile Actives to cancel my repeat order. They said they would return the payment and not continue to bill me. They did not return my payment. They continued to bill me.

  SmileActives

  Date: 06/26/2024

  Dear *****,
  
  Thank you for your review. We 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 12/12/23.
  Your third shipment (a 90-day supply with cost split into 3 monthly payments starting at the time of shipping) was sent 4/12/24.  Also, on 4/12 your account was cancelled per your request.
  
  Information was provided about the 3rd shipment, remaining balance and 60-Day Money Back Guarantee.  On 5/28/24 we received your phone call informing us you had refused this shipment.  At that time the return had not reached **; you were informed of the one remaining payment and that once the return was received a refund would be issued.  Please be advised that returning a product via "Return to Sender" without verifiable proof of mailing, oftentimes results in a package never being received back to our facility to process a return credit to clear any balance owed. On 6/3/24 PayPal reversed the 2nd payment for your 3rd shipment. While this chargeback created a credit in your favor with your financial institution,it restored the balance due and activated the auto past due billing process to send monthly notices advising of the balance.
  
  Although your return has still not reached us **** tracking does show it as refused but no updates since 6/2.  As a gesture of goodwill, the balance has been cleared and a refund issued.
  
  Your smileactives account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Review fromJoe T

  Date: 05/27/2024

  1 star

  Joe T

  Date: 05/27/2024

  This company is a total scam and steals from customers. I have emails showing I cancelled my future orders and also unsubscribed. My calls have gone unreturned.

  SmileActives

  Date: 06/26/2024

  Dear ***,
  
  Thank you for your review. We 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 11/19/23.
  
  Your last shipment, a 90-day replenishment kit with the cost split into 3 monthly payments was sent 3/21/24.  The 1st payment was charged when the order shipped leaving two remaining payments to be billed 4/2 and 5/22.  On 3/22/24 we received your request to cancel via your online member account access. The account was cancelled that day which stopped future shipments but did not cancel the remaining payments due for the kit that had shipped on 3/21.  Orders that have already been shipped at the time of cancelation will continue to bill until paid in full or are returned for credit within the 60-Day Money-Back Guarantee.  The remaining 2 payments for the March shipment were charged as scheduled.
  
  On 5/28/24, one of our support team returned your call.  The billing for the last shipment was explained; your zero balance and cancelled account status confirmed.
  
  Your smileactives account remains inactive with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Review fromDiana B

  Date: 05/25/2024

  1 star

  Diana B

  Date: 05/25/2024

  Don't get dragged in their web of deceit. Their product didn't work and could not get a refund on a shipment I did not receive.

  SmileActives

  Date: 06/05/2024

  Dear *****,
  
  Thank you for your review. We 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 2/20/24.  Your 2nd shipment was sent 3/22.  This was a 90-day supply with cost split into 3 installment payments with the first charged when the order was shipped ******** tracking number ************************** this order was delivered 3/26/24.
  
  On 3/26, we received your LiveChat request to cancel.  Information was provided regarding the total cost of your 2nd shipment and the remaining two payments.  We regret to learn that this request was incorrectly processed and would like to apologize that the account was not cancelled at this time.  Please be advised that even if the account had been cancelled at this time it would not have canceled the balance still due for your 2nd shipment.  No additional shipment were sent.
  
  The remaining two payments were charged on 4/22 and 5/23 as scheduled since orders that have been shipped continue to bill until paid in full or return within the 60-day Money Back Guarantee for credit.
  
  On 5/25, we received your LiveChat inquiry about the billing since you stated you had only received two shipments.  The total cost and 3 payments for your 2nd shipment were explained.  Your account was cancelled.  As a courtesy and exception to our advertised guarantee, a refund for the last payment (charged on 5/23) for your 2nd shipment was issued.
  
  As we strive to provide only the highest quality products and service, we regret to learn your experience with us did not meet that expectation: we would like to apologize for any frustration you've experienced as a result.
  
  Your smileactives account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Review fromMark B

  Date: 05/22/2024

  1 star

  Mark B

  Date: 05/22/2024

  TOTAL MONEY SCAM!! I wanted to try the product so we ordered a 30-day supply for $30. The product didnt work so fine, ****** learned. One month later we get a pending charge for our subscription we were never made aware of (possibly buried on website but obviously from all the complaints never clearly communicated) never wanted, never would have signed up for. Immediately contacted the company to cancel, but customer service not open during listed hours. After calling again did get hold of customer service but was told I had to accept second shipment then return for refund. Even though its pending they wont cancel it. I asked if I could speak with supervisor bc of the pending status and misrepresentations and she said yes, then put me on hold and hung up. THE SECOND CHARGE IS PENDING SO I cant dispute it with Credit card company, but they said contact merchant to cancel. I CANT EVEN CANCEL A PENDING PURCHASE I NEVER WANTED OR KNEW ABOUT!!!Unbelievable- Company phone, email, chat options all lead to the same circular denials, delays, Heres an easy solution, when a customer calls to say they didnt know or intend to buy a recurring subscription, cancel it immediately. Apologize, then remove the unwanted charges. If it happens over and over and over- correct you're marketing or fire the marketing and legal department because your reputation is headed in the wrong direction!!!

  SmileActives

  Date: 05/28/2024

  Dear ****,
  
  Thank you for your review. We appreciate the time you have taken to let us know about your experience.
  
  We regret if you experienced any difficulty contacting us.  Our website offers multiple options to contact which have been tested without issue.
  
  While you may notice a trend with the reviews or complaints regarding our continuity program, happy customers generally do not leave any kind of reviews regarding their experience. Please keep in mind that the reviews and complaints that the Better Business Bureau receives are a very small portion of our customers.
  
  We do make every effort to make the offers as clear as possible on our websites, as well as by phone. The terms of the offer are typed in bold lettering so that they stand out and draw the customer's attention to them.  Before customers may finalize their purchase, they must check a box that states they agree to the terms of the purchase (including our no-commitment auto-replenishment program). Your authorization of future automatic shipments and associated charges was provided by checking the empty box on the order page to complete your order.  We regret if you found the offer unclear in any way.
  
   One-time orders of smileactivesproducts are available on the website and by phone. However, all BOGO free offers include a subscription and customers who choose to place one-time orders are only offered our retail prices.
  
  Your 2nd shipment began processing for delivery on 5/21/24 at which time we received an approved payment authorization from PayPal.  We received your request to cancel on 5/22.  By that time the shipment could not be stopped.  Your subscription was cancelled and return instructions were provided.  Although our policy states that orders already shipped will continue to bill until paid in full or returned for credit, as a gesture of goodwill the balance due for your 2nd shipment has been cleared.
  
  Your smileactives account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Review fromCurtis G

  Date: 05/22/2024

  1 star

  Curtis G

  Date: 05/22/2024

  This outfit is a ripoff I bought what i thought was a one time purchase only to find out that somewhere in the fine print they lock you into a contract for their junk product that they just keep billing for. I had to block my credit card to stop it even after calling and canceling the bogus subscription. TOTAL RIPOFF

  SmileActives

  Date: 05/28/2024

  Dear ******,
  
  Thank you for your review. We 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 10/19/23, 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 do make every effort to make the offers as clear as possible on our websites, as well as by phone. As part of their initial purchase, customers selecting an offer which includes a subscription, are informed they will receive automatic shipments until they contact customer service to cancel or make changes to their membership.  Information about the automatic shipments is clearly stated in three places online before an order can be submitted.  First on the order page of our website before an offer is selected; second in the shopping cart prior to any personal information is entered (in bold lettering so that the information stands out to draw the customer's attention); third, 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.
  
  We do offer the ability to purchase smileactives products without a subscription but one-time orders are only offered at retail prices but all the Buy One Get One offers include subscriptions.
  
  Per the terms of your purchase your 2nd shipment (a 90-day supply with cost split into 3 installments to be billed on 31-day cycle) was sent 11/20/23.  Your account was cancelled per your request and information was provided regarding your 2nd shipment, the remaining balance and 60-day Money Back Guarantee.  While cancelling stops future shipments it does not cancel a balance (or payments scheduled) for an order that has already shipped prior to cancellation.  They will continue to bill until paid in full or returned for credit within the 60-day MBG.
  
  Although our records do not indicate that any returns have been received to present date, as a gesture of goodwill the remaining balance (caused by declined payment request 1/21) has been cleared.
  Your smileactives account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director
  

• Review fromLeslie J

  Date: 05/21/2024

  1 star

  Leslie J

  Date: 05/21/2024

  This company is the biggest rip off! I ordered a special whitening gel from a special they were running on 8/1/23. I received the small gel you add to your tooth paste for *****. A week or so I received my order. Started using it. Then on August 31st they took $47.03 out of my card again. So the next day September 1st I cancelled the order! Have the cancellation notification. Which the entire cancellation was total harassment! Bullying me to not cancel. But I did any way. I went and looked back at my order. No where did I check to be put on this auto shipment crap! However again Oct 2nd they took another $47.02 out of my card. When I called and told them I had cancelled my order a month ago. She stated that it was for my auto shipment I would receive every 3 months. I said absolutely not! I never ordered that auto shipment and I cancelled it! She said she cancelled it but couldnt stop the future shipments. So I cancelled a month later was supposedly suppose to have gotten another order. (She said) By the way i NEVER received any other shipment except the 1s!! So now they took $136.80 out of my card in 3 payments for 1 tiny bottle of $***** whitening gel!! O. Called and explained that o havent received any other orders AND I HAD CANCELLED 2 months before!! But she wouldnt listen and said its for some whitening pens! I never ordered and never got!! On Nov. 2nd they tried to take $47.00 off my card again which I blocked immediately!! They kept emailing me and sending me statements for these pens I never ordered or got!! So now I get a statement from a collection agency saying I owe smile actives another $47.00!! NO I DO NOT!!! They are the biggest rip off ever!!! DO NOT ORDER FROM THESE SCAMMERS!! You will regret it and if you already have you better block them from your card!! They would get 0 stars if it didnt make you pic 1 to post this review! Kinda funny how many complaints they have on here that are ALL similar.

  SmileActives

  Date: 05/28/2024

  Dear ******,
  
  Thank you for your review. We appreciate the time you have taken to let us know about your experience.
  
  We do make every effort to make the offers as clear as possible on our websites,as well as by phone.  While you may notice a trend with the reviews or complaints regarding our continuity program,happy customers generally do not leave any kind of reviews regarding their experience. Please keep in mind that the reviews and complaints that the Better Business Bureau receives are from a very small portion of our customers. We do offer ****************************************** on the website and by phone for one-time purchases without subscribing but only at retail pricing.  If a customer selects an offer that includes a ******************** membership/subscription, they are informed they will receive automatic shipments until they contact customer service to cancel or make changes to their membership.  All of the Buy One Get One free offers include a subscription.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives on 8/1/23 with the purchase of a special BOGO 30-day introductory kit offer. Information about the automatic shipments is clearly 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 and a 3rd time beside the empty box that must be checked before customers may finalize a purchase.  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.
  
  Your first automatic replenishment shipment began processing for delivery on 8/31/2023.  The 90-day supply with the total cost split into 3 payments to be billed on 31-day cycle, was shipped as scheduled on 9/1.  Also, on 9/1, your account was cancelled per your request.  Information was provided regarding the 2nd shipment (which had just shipped), remaining balance and return instructions.  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. As no return was received the 2nd payment for this shipment was billed 10/2 leaving the final payment scheduled for 11/2.  When we attempted to charge that final payment on 11/2, it was declined and the auto past due billing process was activated to send monthly reminders of the remaining balance.
  
  Your account does not indicate any contact via phone, chat, or email either before or since 9/1/23 when it was cancelled.  Therefore, we were unaware that you did not receive the 2nd shipment.
  
  Although our records do not reflect any returns received to present date as a gesture of goodwill the remaining balance has been cleared
  
  Your smileactives account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director
  

• Review fromKaren M

  Date: 05/16/2024

  1 star

  Karen M

  Date: 05/16/2024

  Rip off company that does not stand by the advertised refund policy. Unsatisfied I returned the product as per instructions and was told by phone the subscription was cancelled. Yesterday, received more of the product and was charged. Do not get involved with Smileactives.

  SmileActives

  Date: 05/28/2024

  Dear *****,
  
  Thank you for your review.We 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 1/8/24.  Your initial 30-day introductory kit was shipped 1/9.  On 2/8/24, per the terms of your purchase, your 2nd shipment, a 90-day replenishment kit with the cost split into 3 payments, was sent as scheduled.
  
  On 4/17/24, we received your inquiry about the payment that was charged 4/10.  It was explained that was the last payment for your 2nd shipment.   We regret to learn that you were incorrectly advised that you would see no more charges as your account was not cancelled at that time.  We 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.
  
  The 3rd shipment was sent on 5/10.  Your return was processed on 5/21 at which time a refund was issued less s&h per our 60-day money back guarantee.  As a courtesy the s&h charges have now been refunded as well.  Please allow 3 5 business days for the credits to post.
  
  Your smileactivesaccount remains cancelled and nothing further will be shipped or billed.  We appreciate your feedback, as we strive to provide the highest quality products and service.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Review fromTheresa F

  Date: 05/10/2024

  1 star

  Theresa F

  Date: 05/10/2024

  I wish I had read these reviews before I ordered the product. I had a very similar experience. Not realizing that I was signing up for a subscription because the print is so tiny you can't read it. They keep your order guarantee to be returned on a 60-day hostage situation. You never get your money back at least I didn't. Even though I return the product within the requirements for time. The product is really good. It's too bad this company doesn't understand how to sell a good product and manage customer service they would do much better in the long run than trying to rope you into something you don't want or don't need. It included an electric toothbrush that I didn't understand I was going to receive. I already had two electric toothbrushes. I didn't need a third one. I will never order from them again even though I would like to have some of the product to use.

  SmileActives

  Date: 05/20/2024

  Dear *******,
  
  Thank you for your review. We 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 12/23/23.  We regret if the offer you purchased was unclear in any way.  We do make every effort to make the offers for smileactives as clear as possible on our websites.  Information about the subscription is provided in 3 places on the website.  The information provided in your shopping cart is bold (so that it stands out to draw a customer's attention to them) and in the same size font as the rest of the page. This information is provided prior to any personal information being entered. Before customers may finalize their purchase, they must check a box that states they agree to the terms of the purchase including our no-commitment auto-replenishment program.  By checking that box, you agreed to the terms of the offer.  The Vibrite Sonic Toothbrush Kit (normally $89.00) is offered as selected as a bonus add on to your initial order for $10.  We regret if it was not your intent to select the toothbrush kit.
  
  Just to note, we do offer one-time purchase options on our website as well as by phone, so you can order without subscribing and still take advantage of our satisfaction guarantee.
  
  Our records indicate that your account was cancelled 1/31/24.   Also,both of your shipments were returned on 2/12/24 and refunds were issued.  The remaining balance due for the 90-day replenishment kit (your 2nd shipment) was cleared.  Please check with your financial institution to confirm the refunds.  Depending on their policy refunds may not post to your account until 3-5 business days after they are issued.
  
  Thank you for your feedback.  Your smileactives account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Review fromKaren N.eal

  Date: 05/06/2024

  1 star

  Karen N.eal

  Date: 05/06/2024

  This company is a total rip-off. I ordered it for my husband at the advertised price of $24.95 for 2 tubes, which was fine. He then received another tube a few weeks later for the billed price of $74.85 with shipping and handling for a total cost of $90.10. I called the company on 3/4/24 and cancelled the "subscripotion", which I thought was for additional tubes, only to find out we were charged the $90.10 for the one (1) tube, which was nowhere explained on their website. I have again called them and was told that was the price for the one tube, which is absolutely ridiculous. Buyer beware! This company is a scam and rip off. The addresses on the forms is not even listed on the BBB website.

  SmileActives

  Date: 05/16/2024

  Dear *****,
  
  Thank you for your review. We 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 1/16/24 with the purchase of a 30-day Buy One Get One free offer which was shipped the following day.  Please be advised that a 30-day supply is one 1.0oz tube of Power Whitening Gel which retails at $29.95.  Your 2nd shipment was a full-size 90-day supply (a 3.8 oz tube) which was shipped 2/16.
  
  We do make every effort to make the offers as clear as possible.  When a BOGO offer is selected customers are informed that it includes a subscription.  The information regarding the replenishment shipments (including cost) is provided in bold print in the shopping cart before any personal information is entered. The offer you purchased states: One month after your first order is shipped, and then approximately every three months thereafter, you will be sent a new three-month supply of Daily Pro Whitening Gel. Each shipment will be charged to the card you provide today, in three monthly payments at the low price of $24.95 plus $2.99 for shipping and handling per month. All orders are subject to applicable sales tax.   We regret if you found the offer unclear in any way.
  
  On 3/4/24, your account was cancelled per your request which stopped future shipments.  Information regarding the remaining balance for your 2nd shipment was provided as orders that have already been shipped/delivered 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.
  
  Although the 60-Day guarantee has now expired for your 2nd shipment as an exception and gesture of goodwill, the remaining balance (created by a payment reversal/chargeback of the last payment by your credit card) has been cleared.
  
  Your smileactives account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Review fromMARK p

  Date: 05/04/2024

  1 star

  MARK p

  Date: 05/04/2024

  This company is a TOTAL SCAM! It set me up for auto shipments/payments I didn't sign up for when I ordered a $20 sample. I have tried to cancel several ways (there is nowhere on website to cancel ) I finally reached customer service and I had to threaten legal action , BBB among other things to get it cancelled. I still don't know if it even is cancelled. I called Paypal and they assured me no further payments will go to this company. I hope this is true!This is one of the worst companies, and experiences I have ever encountered.

  SmileActives

  Date: 05/16/2024

  Dear ****,
  
  Thank you for your review. We 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 4/1/24.  Your initial Buy One Get One free 30-day introductory kit offer was shipped 4/3.
  
  We do make every effort to be clear and forthcoming regarding the promotions and membership offers for smileactives.  As part of their initial purchase, customers ordering a special Buy One Get One kit are informed they will receive automatic shipments until they contact customer service to cancel or make changes to their membership. This information is provided in the online shopping cart -in bold print- prior to any personal information being entered.Also, before customers may finalize an online subscription order, 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 one-time purchase options on our website as well as by phone, but only at our retail prices.  We regret if you found the offer unclear in any way.
  
  On 5/4, your account was cancelled per your request.  Information was provided regarding your 2nd shipment (a 90-day replenishment kit with cost split into 3 payments) which was still in transit (since it had been sent 5/3)and the remaining balance as orders that have already been shipped at the time of cancellation will continue to bill until paid in full or returned for credit within the 60-Day Money Back guarantee.
  
  We regret to learn that you found the cancellation process difficult. The website offers phone, chat, & email options to contact customer service for changes/cancellation of your account.  You also have access 24/7 online through the account self-management login. When you call to cancel, we do want to ensure members are aware of all of their options and benefits available with our flexible membership program, as auto-delivery is a convenient and affordable way to achieve and maintain your whitest smile; additionally,we want to ensure that customers are able to clarify any questions at the time cancellation is processed.
  
   Although our records do not indicate that any returns have been received to present date, as a gesture of goodwill the remaining balance has been cleared.
  
  Your smileactives account remains closed.  Nothing further will be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director