Reviews

Review Details

• Review fromDebbie C

  Date: 02/14/2024

  1 star

  Debbie C

  Date: 02/14/2024

  After using this product twice a day for three weeks and does NOT work. I have seen NO difference in the color of my teeth! Also, they placed an extra charge on my credit card for auto delivery that I DID NOT sign up for. I an NOT paying it!

  SmileActives

  Date: 02/23/2024

  Dear ******,
  Thank you for your review. We appreciate the time you have taken to let us know about your experience.
  We regret to learn that you are unsatisfied with our smileactives products.  Please be advised that 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, correct usage etc. It all depends on the stains, how long they have been there, and how deeply rooted they are in the enamel.
  Our records reflect that you enrolled online for automatic shipments of smileactives on 1/7/24 with the purchase of a special offer of a Buy-One-Get-One-Free 30-day introductory kit which shipped 1/8.  We regret if you found the offer unclear in any way as the information regarding the automatic replenishment shipments is provided on the website in three places before an order can be submitted as well as in your order confirmation email.  We make every effort to be forthcoming and clear regarding our promotions and offers for smileactives.  Every shipment is backed by our satisfaction guarantee.  
  Your 1st automatic replenishment kit was scheduled to be sent 2/6 but the initial request for a payment authorization was declined by your financial institution; the shipment was placed on hold.   That shipment has now been cancelled.
  Please be advised that our records do not reflect any calls received from the phone number provided with your order (and this complaint), nor any other contact received in reference to your account since your enrollment in January, prior to receipt of your review. If you would like to take advantage of the 60-Day Money Back Guarantee available for your initial order, you can simply return the product(s) - even if empty - within 60 days of receipt, for a full refund of your purchase price (minus shipping and handling) by following the instructions on the website or contacting our customer service team.
  Your ******************** account is now closed.  Nothing further will be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Review fromMarcia P

  Date: 02/11/2024

  1 star

  Marcia P

  Date: 02/11/2024

  **************** Lacking!!!!! Total scam!!! I signed up for trial and they locked me into a "program". Took 45 minutes to find the cancel link which did not work; had to wait on a chat for an hour before an "agent" was available to help me. By that, I mean insulting and strong-arming me into keeping the membership. I hope you all avoid this *** and just take care of your teeth.

  SmileActives

  Date: 02/23/2024

  Dear ******,
  Thank you for your review. We appreciate the time you have taken to let us know about your experience. We apologize if you were treated less than professionally by any member of our staff.
  Our records reflect that you enrolled online for automatic shipments of smileactives on 2/4/24 with the purchase of a special offer for a 30-day introductory Buy-One-Get-One-Free supply.
  As part of their initial purchase, customers who choose to order the **** 30-Day introductory kit are informed they are also enrolling in the smileactives member program and will receive automatic shipments until they contact customer service to cancel or make changes to their membership.  The information is clearly stated on the website and in the shopping cart prior to any personal information being entered. Before customers may finalize an online membership purchase, they must check a box that states they agree to the terms of the purchase including automatic replenishment shipments. The terms are also provided in the order confirmation email.  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. We regret if you found the offer you purchased unclear in any way.
  On 2/11, your account was cancelled per your LiveChat request.  We regret if you experienced any difficulty contacting us via the phone, email, or chat options provided at our website, as these channels have been regularly tested without issue.  And also, that you found the cancellation process difficult.  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 fromJAMES L

  Date: 02/07/2024

  1 star

  JAMES L

  Date: 02/07/2024

  THIS IS A SCAM COMPANY THAT JUST SENDS STUFF AND BILLS YOU.

  SmileActives

  Date: 02/23/2024

  Dear *****,
  
  Thank you for your review. We appreciate the time you have taken to let us know about your experience.
  Please be aware that smileactives customers only receive automatic replenishment shipments and billing if their initial purchase included a subscription.  Before an order that includes automatic shipments can be completed customers 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 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.  Information advising of automatic shipments is provided in three places online; before an order is selected, before personal information is entered and before the order is finalized.  A subscription can be cancelled at any time as there is no commitment and no minimum to buy.  And every shipment is backed by a 60-Day Money Back Guarantee.  We regret if you found the offer unclear in any way.
  
  Our records reflect that you placed your initial order online for the Buy-One-Get-One 30-day supply special offer on 12/5/23.  Your first automatic replenishment kit (a full-size 90-Day supply with total cost split into 3 monthly payments) was shipped 1/5/24.  The 1st payment was charged when the order shipped; the 2nd on 2/5.  Your subscription was cancelled per your request on 2/7/24.   As a goodwill gesture the remaining payment scheduled for this kit has been cleared.
  
  Your smileactives account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Review fromShanae D

  Date: 02/05/2024

  1 star

  Shanae D

  Date: 02/05/2024

  This organization is a scam. I ordered the buy one get one free sale, now I am part of a subscription that I had not idea about. I cant get ahold of customer service to cancel, the only option to cancel is talking with them. I'm is terrified I will have a balance due and never stop getting charged!

  SmileActives

  Date: 02/23/2024

  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 12/28/23 and your initial order, a 30-day introductory BOGO special offer, was shipped the next day.
  We do make every effort to make the offers and promotions for as clear as possible on our websites, as well as by phone.  If a customer selects a purchase that includes membership they are informed they will receive automatic shipments until they contact customer service to cancel or make changes to their membership. The terms of the offer are typed in bold lettering so that they stand out to draw the customer's attention to them.  The information is provided in the shopping cart before any personal information is entered and beside the empty box that must be checked to finalize the order.  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."  By checking that box to complete your initial order you agree to the terms of the purchase.  We regret if you found the offer unclear in any way.  
  Per the terms of your purchase your 1st automatic replenishment kit ( a 90-day supply with the cost split into three payments) was sent on 1/30/24 and the 1st payment charged at this time.  On 2/6, your account was cancelled per your request and return instructions were provided.  Your return was processed at our facility on 2/14 within the 60-Day Money Back Guarantee at which time a refund was issued and the balance cleared; but the refund was declined by your financial institution due to a payment reversal/chargeback in process because of your dispute of the 1/30 charge.  We received official notification of the payment reversal on 2/19 at which time it was accepted as a way to issue your refund.
  Your smileactives account remains closed with nothing further to be shipped or billed
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Review fromSommer H

  Date: 02/03/2024

  1 star

  Sommer H

  Date: 02/03/2024

  I had the same problem. Bought myself the trial, then one as a gift. They set me up on TWO subscriptions! You cannot cancel without speaking to someone and they continually harass you and offer you other options no matter how many times you say I just want to cancel. Ended up spending $100 in about a month on tooth whitening stuff. I said want to get the next shipment I can send it back for a refund. Somehow I don't see that going smoothly. I took screenshots of this chat, it was beginning to feel like a scam. I liked the product until I dealt with the company but I will not do business with them again. If they continue to charge me or I have any more problems I have screenshots and I'm not messing around! H*** WILL be raised!!

  SmileActives

  Date: 02/23/2024

  Dear ******,
  Thank you for your review. We appreciate the time you have taken to let us know about your experience. 
  We regret to learn that you found the cancellation process difficult. On reviewing your chat, we note that 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. Just to note an option to cancel your subscription is available when signed-in to the 24/7 self-management account access for active members.
  Our records reflect that you purchased the special offer of a Buy-One-Get-One-Free 30-day supply of Power Whitening Gel on 12/5/23 and again on 12/17 as you stated.   Any purchase of this BOGO offer includes a subscription with automatic replenishment shipments, so two separate subscriptions were created.   That information was provided in your shopping cart each time you made the purchase.  We have several customers who like you, purchase a 2nd kit as a gift and continue with both subscriptions at times setting the gift subscription to ship to another location.   Or if the extra subscription is for a member of the same household, we often recommend combining the two into one (to save on s&h cost) since each shipment can be customized to include the items needed at that time.
  On 1/5/24, your 3rd shipment, the first 90-day replenishment supply with cost split into three monthly payments to be billed on a 31-day billing cycle) was sent as scheduled and the 1st payment billed at this time.
  Your 4th shipment, the 90-day replenishment supply for the 2nd subscription, was sent as scheduled on 1/17 and the 1st payment billed at this time.
  On 1/22/24 both subscriptions were cancelled per your LiveChat request.  Information was provided regarding the remaining balances due for each and the 60-Day Money Back Guarantee as orders that have already been shipped will continue to bill until paid in full or returned for credit.   While cancelling stops future shipments it does not cancel a balance remaining for orders already shipped prior to cancellation.
  On 2/5 and 2/17 the 2nd payments for the replenishment shipments were charged as scheduled.
  On 2/17, per your phone inquiries, the cancelation of both subscriptions was confirmed.   Balance information and return instructions were provided. Although our records do not indicate that any returns have been received to present date, as a gesture of goodwill the remaining balance has been cleared.
  Your smileactives account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Review fromAva O

  Date: 02/01/2024

  1 star

  Ava O

  Date: 02/01/2024

  This is a scam. I ordered a sample. I am then given a subscription that I never signed up for. I contacted them to cancel,they said it was canceled. But then they sent another product, than sent me a bill for $91 dollars. They are a fraud and it is a sad commentary that they have not been stopped from swindling people

  SmileActives

  Date: 02/23/2024

  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 12/18/23 with the purchase of a special offer for a 30-day introductory Buy-One-Get-One-Free supply of our Power Whitening Gel which 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.  If a customer selects an offer that includes a ******************************** (like the **** special), they are informed that they will receive automatic replenishment shipments of full-size 90-day supply 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, and also, 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 box to complete your initial order.  We regret if you found the offer unclear in any way.
  Your 1st replenishment shipment (a 90-day supply with total cost split into 3 monthly installments) began processing for delivery 1/17/24.  We received an approved payment authorization at this time for the 1st installment from PayPal.  The shipment was sent, but when we attempted to finalize the previously approved payment the request was declined by PayPal on 1/18.  This activated the auto-billing processed to send monthly notices advising of the full balance due.
  On 2/1/24 your account was cancelled per your request.  Information was provided regarding the remaining balance for the 2nd shipment and return instructions since although cancelling an account stops all future shipments it does not cancel the balance due for orders already shipped prior to cancellation.
  On 2/6/24 your 2nd shipment was processed as returned at our facility, within the 60-Day Money Back Guarantee, at which time the balance was cleared.
  Your smileactives account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Review fromBetty M

  Date: 02/01/2024

  1 star

  Betty M

  Date: 02/01/2024

  My complaint is the same as so many that I have read here. I ordered a sample of their teeth whitening product May 29, 2023. I tried the toothpaste and did not like the taste at all so after analyzing the ingredients I decided it was very expensive mint-flavored hydrogen peroxide and decided to not order more. Like the others here, I was surprised to find out that my **** had been charged for a "subscription" shipment that had been shipped. Despite what this company claims, there was no obvious warning at the time I ordered the sample that I was consenting to a subscription order. I immediately stopped payment on my **** card.I received the shipment and bill for the unwanted product and returned the package unopened on August 9, 2023 using the merchandise return label provided on the Smileactive website (with customer #****** and Order#******* clearly delineated on the form) at my own expense of $9.64 shipping and handling. In the interim I corresponded with several customer reps via their "chat" option who assured me that the account would be closed and the balance zeroed out. The first rep named *** agreed that the account should have been closed in June as requested and subsequently, Agent ***** also acknowledged that the account should have been closed in June. Agent ***** tried to persuade me to continue using the product by offering several incentives to continue "membership" and totally glossing over my discontent. Finally recognizing my objections to his offers, he agreed to cancel the account as requested (cancellation (******) and advised that I would receive no further shipments and that I would have a zero balance for the last order. Billing continued just as if I had spent no time or effort to right this wrong so I decided to report to the BBB in hopes that others can avoid dealing with this totally unethical company, I am now getting threatening letters from a collection agency! Thank you for this forum and for advocating for us.

  SmileActives

  Date: 02/23/2024

  ` 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 5/29/23 with the purchase of a special offer for a 3-piece 30-day introductory Buy-One-Get-One-Free supply which was shipped 5/30.   
  We do make every effort to make the offers as clear as possible on our websites, as well as by phone.  The information about the replenishment shipments is provided 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 3rd beside the empty box that must be checked before a membership purchase can be submitted.  That box states: "By checking this box, you are electronically signing your order,agreeing to the terms above and to our general Terms & Conditions,including our no-commitment auto-replenishment program, and authorizing us to charge payments to the credit card you provide."  Your authorization of future shipments and associated charges was provided by checking this box to complete your initial order.  We regret if you found the offer unclear in any way.
  On 6/12, we received your LiveChat request to cancel.  We regret to learn while reviewing your account that your request to cancel your membership was not correctly processed at this time and therefore remained active.  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.
  Your 1st automatic replenishment shipment (a 90-day supply with total cost split into 3 monthly payments) was sent as scheduled on 6/29.The 1st payment was charged at this time, leaving a balance to be billed in two more monthly payments.
  On 7/9/23 your account was cancelled per your request.  Information was provided regarding the remaining balance, since although cancelling an account stops all future shipments it does not cancel the balance due for orders already shipped/delivered prior to cancellation.  They will continue to bill until paid in full or returned within the 60-Day Money Back Guarantee for credit.  As a courtesy the remaining balance was cleared prior to any return,leaving your account inactive with a zero balance at this time.
  On 7/26, your financial institution reversed the initial payment (charged 6/29) for your 2nd shipment. 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 this balance.
  On 8/17 we received your written correspondence regarding returning your 2nd shipment.  Return instructions were emailed to you and as a courtesy a pre-paid return label was mailed to assist with the return.
  On 9/7 your return was processed as received at our facility after the 60-Day Money Back Guarantee had expired, thus no credit was issued.  The remaining balance has now been cleared.
  We appreciate your feedback, 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 fromLauren s

  Date: 01/31/2024

  1 star

  Lauren s

  Date: 01/31/2024

  Terrible company. The customer service agents are all robots and are not useful, I placed an order and have an order number yet they say they cant find me in their system All I wanted to do was access my account. Gave them the order number from the confirmation email and they said they cannot find that order in their system??? Keep directing me to the customer service line where I cant even get past the language selection as it just keep going in a loop. Praying I can dispute the charges with my CC company because I do not want anything form this company ever!

  SmileActives

  Date: 02/19/2024

  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 placed your initial order online 1/31/24, the same date you posted this review.  Please be advised although you receive an order confirmation email immediately when submitting an order online, at times it can take up to 24 hours for an initial online order to download into our customer service system.  Therefore, if you contacted our customer service team immediately after placing your order in may not have yet been available for the team to access.  We regret any frustration this may have caused.
  Your order was shipped 2/1/24 and per your request via your online member account 24/7 self-management access, any future shipments were cancelled the same day.  We also received your Live Chat inquiry that day and confirmed the shipment and the cancellation of future automatic replenishments.
  Every order is backed by our 60-Day Money Back Guarantee.  If you have changed your mind about trying smileactives or you're not completely satisfied for any reason,you may always simply return the product(s) - even if empty - within 60 days of receipt, for a refund of your full purchase price (minus any s&h charges,as our satisfaction guarantee does specify that shipping costs are a non-refundable item).
  Your smileactives account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Review fromSierra N

  Date: 01/20/2024

  1 star

  Sierra N

  Date: 01/20/2024

  I dont complain about products I dont like, but I think its good for buyers to be aware of whats out there. Like many other frustrated customers, I also thought I was just getting a sample of smileactives; it looked like an effective and easy to use teeth ********. I dont think its made my teeth much whiter, and it bleaches and irritates my gums every time I use it. *** tried to cancel my account three times. I dont think there are real people to help with customer service. When I called the number on their website, a robot refers you to the website for cancelations. There is no spot on the website for you to cancel your account manually. I had to cancel my account with the virtual chat. My account status is canceled now, and I hope that something actually went through their system, but Im going to be charged for three more months of product. Its a big inconvenience to send back a product and wait for a refund (if I even get one). Again, I dont complain about these kinds of things. If its a crappy product, its just water under the bridge for me. But I am worried that this will be an eternal $29.75 charge every three months for a product that I dont want and doesnt work. If you are doing some research about smileactives samples and wondering if its a smart purchase, youre better off finding a different product. Im sorry to say, but this is a scam. And for whomever is in charge of smileactives, this is an extremely frustrating purchase! The concept of making teeth whitening part of your daily routine is a great business model, but youre going about this the wrong way. The product itself needs drastic improvements, the customer service needs actual people to answer questions, and the billing system needs to be more transparent to the buyer. I had no idea I was signing up for a subscription when I ordered a sample.

  SmileActives

  Date: 02/19/2024

  Dear ******,  
  
  Thank you for your review. We appreciate the time you have taken to let us know about your experience.  
  
  We regret to learn that you experienced any difficulty attempted to contact us.  Our website offers multiple options to contact us via email, phone, or chat: which have been tested regularly without issue.  Just to note an option to cancel you subscription is available when signed-in to the 24/7 self-management account access for active members.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives on 5/3/23 and your initial order, a 30-day introductory BOGO special offer, was shipped the next day.
  
  We do make every effort to make the offers as clear as possible on our websites, as well as by phone. If a customer selects a purchase that includes membership they 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, 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.  
  
  We do offer one-time purchase options on our website as well as by phone, so you can order without subscribing, however one-time orders are only offered at our retail prices.
  
  Per your account you received three 90-day replenishment shipments (with cost split into 3 monthly payments beginning when an order ships) between 6/5 and 12/6 approximately every 3 months as scheduled.  On 1/10/24, per your chat request, your account was cancelled.  As a courtesy at that time the remaining payment due to be billed on 2/6 was cleared.
  
  We regret to learn that you may have experienced a potential reaction with smileactives as you have stated. Per your account you were referred to our Consumer Affairs Team to discuss your experience.  We would encourage you to contact them as it is of utmost importance to us that any potential reaction to this product is documented and addressed.
  
  We appreciate your feedback, as we strive to provide the highest quality products and service.   Rest assured your smileactives account remains closed, with nothing further to be shipped or billed
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Review fromSusan K

  Date: 01/12/2024

  1 star

  Susan K

  Date: 01/12/2024

  Below zero rating, terrible, i never signed up for subscription, cannot reach company! They sent me more products, never agreed to.Fraud!

  SmileActives

  Date: 02/02/2024

  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 11/28/23 with the purchase of a special offer for a 3-piece 30-day introductory Buy-One-Get-One-Free supply.   We regret if you found the offer unclear in any way.  The website does clearly state that the **** offers all include a subscription with larger (90-day supply) automatic replenishment shipments; the first of which ships one month after your initial order unless your contact customer service to change or cancel your subscription.
  
  We do offer the ability to purchase smileactives products without automatic replenishments via the website or by phone. However, customers who choose to place one-time orders are only offered our retail prices. For example, the individual items in your initial purchase (which included an add-on bonus offer of the Vibrite Sonic Toothbrush for just $10) can be purchased without a subscription but would cost almost 3 times as much as your cost. Replenishment customers are offered many great benefits including discounted prices, free gifts, the ability to customize future shipments, and the ability to customize shipping frequency.
  
  Your 2nd shipment (90-day supply total cost split into 3 monthly payments) was sent as scheduled on 12/29/23; the 1st payment was charged when shipped.  Your subscription was cancelled per your request on 1/12/24 and you were informed of the remaining balance and available 60-day Money Back Guarantee since the remaining payments will be charged as scheduled until paid in full or the order is returned for credit.
  
  Your account reflects the 2nd shipment as a pending return.  Although no return has yet been processed on your account, as a gesture of goodwill, the remaining balance has been cleared and a refund of $84.59 has been issued. Please allow 3-5 days for this credit to be reflected in your financial records.
  
  Your smileactives account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director