Reviews

Review Details

• 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

• Review fromBonnie H

  Date: 04/26/2024

  1 star

  Bonnie H

  Date: 04/26/2024

  The product does not work.l have been on the phone twice trying to get my money back and after almost 5 months l have never received any money and the company received the product because l have the *** code. At this point l am asking the BBB to help.***************************

  SmileActives

  Date: 07/23/2024

  Dear ******,
  
  Thank you for your review. We appreciate the time you have taken to let us know about your experience.
  
  Per your account the return of your 2nd shipment (the 90-day replenishment supply) was received within the 60-day Money Back Guarantee as you were informed when you called.  But reviewing the return we regret to discover that due to a system error when the return was processed the remaining scheduled payments were cancelled but the refund was not issued.  This has now been corrected.  Your refund should be reflected on your credit card within 3- 5 business days.
  
  We apologize for any inconvenience this error may have caused.  Thank you for your feedback. Rest assured, your customer service experience has been reviewed and will be used to improve our service going forward.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director
  

• Review fromDenise B

  Date: 04/25/2024

  1 star

  Denise B

  Date: 04/25/2024

  Scammers - I tried to cancel my "subscription", which when making the first order says you can do at any time. After my first order, I went to their web site to cancel and it stated "cannot be canceled at this time - call customer service". Called customer service and she said the only thing she could do was put my next order out 6 months. Ridiculous! Don't get scammed - do not order anything. I had to call my credit card provider and cancel my credit card that I have had for over 10 years to get rid of these scammers.

  SmileActives

  Date: 05/09/2024

  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 4/22/24.  We apologize for any difficulty you encountered with an online cancellation request.  If you attempted to cancel your account within 24- 48 hours of placing your initial order, then you would receive the message "cannot be canceled at this time - call customer service".   When an order is in the process of shipping some options available through your online account access are temporarily unavailable until the database is updated regarding the shipment.
  
  Our records indicate that your account was cancelled when you called on 4/25.  As you had not yet received or had an opportunity to try the product at that time the offer to postpone future shipments was made.  When you declined, the account was cancelled per your request.
  
  Your smileactives account remains cancelled with nothing further to be shipped or billed.
  
  Sincerely,
  ****************
  Contact Center Operations Director

• Review fromRegina E

  Date: 04/25/2024

  1 star

  Regina E

  Date: 04/25/2024

  I contacted them via live chat for subscription cancellation. I was asked over and over why I was cancelling. Then was "bullied" by them, as if I did not have that option. Even though their site clearly states No Commitment Subscription. I have a transcript of the chat. Was told I would receive a cancellation confirmation in 48 hrs. Overall, beyond terrible customer service.

  SmileActives

  Date: 05/14/2024

  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 4/18/24 with the purchase of a Buy One Get One free offer of the Power Whitening Gel 30-Day supply with the added Vibrite Sonic Toothbrush Kit.   Your account was cancelled per your request on 4/25.
  
  We regret to learn that you found the cancellation process difficult. On reviewing your chat, we note that you were offered information about options for membership management, as you stated that you had enjoyed using smileactives products. 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. We appreciate your feedback about your experience, as we strive to provide only the highest quality products and service.
  
  Your smileactives account remains cancelled with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Review fromYolanda P

  Date: 04/18/2024

  1 star

  Yolanda P

  Date: 04/18/2024

  I purchased this product JUST TO TRY and found out I now have a membership! I called the customer service to cancel this membership and I was told I have a balance of $60.00. This is ridiculous. I paid for the samples I received back in March and now they want to charge me again for more. The product DOES NOT WORK! If I could rate this a -0 I would.

  SmileActives

  Date: 05/08/2024

  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 3/16/24 with the purchase of a Buy One Get One free offer of  a Power Whitening Gel 30-Day supply.  We do make every effort to make the offers as clear as possible on our websites, as well as by phone.  We do offer the ability to purchase smileactives products without automatic replenishments. However,customers who choose to place one-time orders are only offered our retail prices.  All of the **** offers include a subscription.
  
  If a customer chooses an offer that includes a ******************** membership/subscription, information about the automatic shipments is clearly stated on the order page of our website before an offer is selected; in the shopping cart -in bold print- prior to any personal information being entered, and also, 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.
  
  Per the terms of your purchase your 2nd shipment, a 90-day replenishment kit, was sent on 4/17/24 and the 1st of 3 payments charged at that time.  The cost of 90-day replenishment kits are split into 3 monthly installments (per the terms of the initial offer) unless a customer request payment in full when the order is shipped.
  
  On 4/18/24, your account was cancelled per your request.  Information regarding your 2nd shipment that was in transit, and the remaining balance was provided.  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.
  
  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 prior to the receipt of your return.
  
  Your smileactives account remains cancelled with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Review fromDebi R

  Date: 04/15/2024

  1 star

  Debi R

  Date: 04/15/2024

  The product is just so so. And when you order it, they dont tell you that its automatic renewal, and the next charge is going to be three times what you paid the first time. Its a SCAM!

  SmileActives

  Date: 05/02/2024

  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.  We do offer the ability to purchase smileactives products without automatic replenishments. However, customers who choose to place one-time orders are only offered our retail prices.  If a customer chooses an offer that includes a ******************** membership/subscription, information about the automatic shipments is clearly stated on the order page of our website 3 times; first before an offer is selected; next in the shopping cart -in bold print- prior to any personal information being entered, and finally, 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."  The cost of the automatic replenishment shipments is provided in the shopping cart order summary.  For example, the order summary for a BOGO 30-day introductory kit of our Power Whitening Gel 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 $3.99 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.
  
  Our records reflect that you placed your initial order for a BOGO 30-day kit on 2/2/24.  Your automatic replenishment shipment (a 90-day supply) was sent on 3/6/24 as scheduled. Your account was cancelled per your request on 3/10/24.
  
  As a gesture of goodwill, the remaining balance due for the 2nd shipment has been cleared.
  
  Your smileactives account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Review fromDennis G

  Date: 04/15/2024

  1 star

  Dennis G

  Date: 04/15/2024

  Product marginally good. **************** "blah". I first ordered in February, by early March already received notice of the second billing, immediately cancelled by phone. Once again, early April received notice of another billing, cancelled that too. You're only supposed to use twice a day, I still have some of my original shipment remaining.Bad business model or should I say possible scam.

  SmileActives

  Date: 05/02/2024

  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 1/27/24.  Your initial 30-day introductory kit was shipped 1/29.  Per the terms of your purchase your 2nd shipment, a 90-day replenishment kit with cost split into 3 monthly payments, was sent 2/29.  Also, on 2/29 we received your request to cancel.  Information was provided regarding the 2nd shipment and return instructions, as the order had already been processed for delivery and could not be stopped.   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; they will continue to bill until paid in full or are returned for credit within the 60-Day Money-Back Guarantee.
  
  No additional shipments were sent after the 90-day replenishment kit but since no return was received the 2nd scheduled payment for that kit was charged on 3/31. This 3/31 charge was reversed by your financial institution on 4/8. While this chargeback created a credit in your favor with your financial institution, it restored the amount of that payment as due and payable.  At this time the auto past due billing process was activated to send monthly notices advising of the balance.
  
  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 cancelled and nothing further will be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Review fromTricia E

  Date: 04/15/2024

  1 star

  Tricia E

  Date: 04/15/2024

  DO NOT PURCHASE!!! Product is horrible, does not work. Numerous calls to customer service (which is outsourced to another country) with no resolution on my credit for returning the product. I was told by a supervisor that upon receipt of my return I would get a $60 refund. It has been a month and nothing. Call to customer service gets you nothing but the "round around" of having to check on "status".

  SmileActives

  Date: 05/02/2024

  Dear ******,
  
  Thank you for your review. We appreciate the time you have taken to let us know about your experience.
  
  We are sorry to hear that you were not satisfied with your results when trying smileactives. Results vary for each individual and for each product. Some people may see results in 3-7 days;for some it will take longer. This process is a gradual one. Please remember that there are a lot of factors that go into how long the process takes, such as age, medication, eating habits, dental work, etc. It all depends on the stains, how long they have been there, and how deeply rooted they are in the enamel.  Every shipment is backed by a 60-Day Money Back Guarantee.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives on 12/29/23.  Your 90-day replenishment order began processing for delivery on 1/28/24 with the cost split into 3 monthly payments.   Per your request the account was cancelled on 1/29/24; information was provided regarding the replenishment order and the available 60-Day Guarantee.  As a courtesy at that time a pre-paid return label was issued and mailed to you on 1/30.  A second return label was issued and mailed on 3/5 when you informed us that you did not receive the first.  By the time your return was received, and a refund processed, all 3 payments scheduled for the 2nd shipment had been charged.  In addition, we had received a payment reversal/ chargeback for one of the payments from your financial institution.  The chargeback was accepted as a way to refund one of the 3 payments.  When refunds were processed for the remaining two payments on 4/15 only one refund was accepted by the credit card due to the chargeback.   A request for a refund check for the 3rd payment was submitted.  The check was issued 4/24.  Please allow a minimum of 7- 10 business days for the check to reach you via USPS.
  
  We appreciate your feedback about your experience as we strive to provide the highest quality products and service.  Your smileactives account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Review fromHeather L

  Date: 04/12/2024

  1 star

  Heather L

  Date: 04/12/2024

  Huge rip off. They trap you in this membership and keeps charging my account. Once cancelled, they sent me a balance. Does not even work that well! Very disappointed!!!!!

  SmileActives

  Date: 04/26/2024

  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 on 3/14/24.
  As stated previously, we make every effort to be as clear as possible regarding our offers for smileactives.  Before any offer that includes a subscription is selected and finalized as an order information is provided three times on the website informing customers that the offer includes automatic replenishment shipments.  There is no commitment or minimum to buy and a subscription can be cancelled at any time by contacting customer service.  We do offer one-time purchases without a subscription but those are only available at retail pricing and do not include any of the **** offers.  Every order is backed by our 60-day Money Back Guarantee.  We regret if you found the offer unclear.
  
  On 4/12/24, your 2nd shipment (the full-size replenishment kit) was sent as scheduled.  Also on 4/12, per your phone requests, your subscription was cancelled.  Information was provided regarding the kit that had just shipped as well as return instructions since cancelling stops future shipments but does not cancel any balance due for orders shipped prior to cancellation. Both of your shipments were received and processed as returns on 4/26 at which time refunds were issued and the balance cleared.
  
  Your smileactives remains account closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Review fromJoe G

  Date: 04/11/2024

  1 star

  Joe G

  Date: 04/11/2024

  Bait and switch, thieves, highway robbery is only a few adjectives to describe this company Astronomical charges they do not tell you about Do not fall for their schemes and do not by any chance order from them I canceled twice and they are still trying to charge me! The worst company ever and the representatives humor you but do not cancel your order

  SmileActives

  Date: 04/26/2024

  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 on 1/29/24 and your initial order (a special offer for a 30-day introductory Buy One Get One free of our Pro Whitening Gel) was shipped that day.
  
  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 enrolling in the smileactives member program with the purchase of a special BOGO offer 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 on the order page of our website before an offer is selected; in the shopping cart -in bold print- prior to any personal information being entered. In fact, the offer you purchased stated: 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.
  
  Your first replenishment kit (a 90-day supply with total cost split into 3 monthly payments kit began processing for delivery 2/28 as scheduled and was shipped 2/29.  The first payment was charged at that time.  Also on 2/29, your account was canceled per your online request.  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: 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 was received the 2nd payment was charged as scheduled 3/31 leaving one more scheduled for 5/1/24.
  
  We received your call on 4/1/24 regarding the payments.  The total cost and 3 payments for your replenishment shipment were explained.  On 4/2 PayPal reversed the 2nd payment for the replenishment kit. While this chargeback created a credit in your favor with your financial institution, it added that amount to the remaining balance.  This activated the auto -past due billing process to send monthly notices advising of the balance due.
  
  Although our records do not indicate that any returns have yet been received to present date, as a gesture of goodwill the remaining balance has been cleared.
  
  Your smileactives remains account closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director