Reviews

Review Details

• Review fromJo M

  Date: 12/22/2023

  1 star

  Jo M

  Date: 12/22/2023

  Bait and Switch Subscription Model. Be SURE to read the full explanation of what you are signing up for before purchasing this product. While the Shopping Cart does explain that you will be charged in three monthly installments, it must be read carefully to fully understand. The bottom line is that you will be purchasing a three-month supply under the subscription model, so if you cancel after the first regular shipment, you will have spent $140 for one container of toothpaste. Don't be fooled by the installment method of payment, which makes the cost sound a lot lower than it is.

  SmileActives

  Date: 01/23/2024

  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 10/13/23 with the purchase of a 4 -piece 30-day introductory **** special offer (including Power Whitening Gels and Advanced Teeth Whitening Pens).   Your first full size 90-day replenishment supply was sent on 11/14 as scheduled.   
  You are correct that the online shopping cart informs customers enrolling in a subscription that they will receive automatic shipments until they contact customer service to cancel or make changes to their membership.  For example, if the **** free offer of the 1oz 30-day Powering Whitening Gel is ordered the shopping cart summary clearly 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.  This price may differ based on what the initial purchase contains. There is no Bait & Switch intended as the product cost of a full-size 3-month supply with the subscription discount is the same as a one-month supply times three (over a 15% discount off retail prices).  Also, smileactives products are available on the website for one-time purchases at retail pricing without subscribing.  Customers also have the option of paying for replenishment shipments in full when shipped instead of 3 monthly payments.  We regret if you found the offer unclear in any way.
  
  Every shipment is backed by a 60-Day Money Back Guarantee. If you're not completely satisfied, simply return the product - even if empty - within 60 days of receipt, for a full refund of your purchase price (less s&h) by following the instructions on the website or contacting customer service for assistance.
   
  On 12/4, we received your cancellation request via your 24/7 self-management online account access available to active members.  Your subscription was cancelled at that time. 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 fromFrederick E

  Date: 12/22/2023

  1 star

  Frederick E

  Date: 12/22/2023

  I signed up for 1 delivery to try. I have now been charged for a second one and after talking with customer they are going to try and charge me for one in January. They are a scam company do not buy

  SmileActives

  Date: 01/23/2024

  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 11/20/23 and your initial order of a 30-day introductory BOGO special offer.  
  We do offer one-time purchase options on our website as well as by phone, but only at our retail prices.  Customers enrolling in a subscription with an initial purchase of our BOGO introductory offer, 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 your online shopping cart -in bold print- prior to any personal information being entered.  Before customers may finalize an online 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.
  On 12/21, your first full size replenishment shipment (a 90-day supply with cost split into 3 monthly payments) was sent and the 1st payment was charged at this time.
  On 12/22, your account was cancelled per your request.  You were informed of the shipment in transit, the remaining balance, and 60-Day Money Back Guarantee available since 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.
  Our records indicate that on 1/2/24, your financial institution reversed the 1st payment for your 2nd shipment. While this chargeback created a credit in your favor with your financial institution, it restored full cost of the shipment 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 prior to the receipt of your return. Your smileactives account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Review fromCarol C

  Date: 12/21/2023

  1 star

  Carol C

  Date: 12/21/2023

  This is a terrible company that I feel is committing fraud. I ordered one tube of their product and was automatically entered into a subscription. I have tried 3 times to cancel the subscription yet I continued to receive product and continue to be billed for it. I have tried again today, 12/21/23, to cancel my subscription and have no more product shipped to me. I will never order from them again because of their abusive administrative practices.

  SmileActives

  Date: 01/23/2024

  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 9/26/23 and your initial order of a 30-day introductory BOGO special offer.
  
  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 enrolling in a subscription are informed they will receive automatic shipments until they contact customer service to cancel or make changes to their membership. This information has not been made difficult to locate or read in the online shopping cart and is provided -in bold print- 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 provided terms of the purchase. The terms are also provided in the order/shipment confirmation email.  We regret if you found our offers unclear in any way.
  
  As stated in previous responses, we do offer one-time purchase options on our website as well as by phone, but only at our retail prices.  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.

  
  On 10/30, your first full size replenishment shipment (with cost split into 3 monthly payments) was sent. We also received your request to cancel, a postponement until March was offered but declined.  Information was provided regarding the order that had just shipped and the remaining balance.
  
  Upon reviewing your calls, 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.  We appreciate your feedback.
  
  Your smileactives account was cancelled 12/21 per your request and remains closed. Nothing further will be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Review fromNancy J

  Date: 12/19/2023

  1 star

  Nancy J

  Date: 12/19/2023

  Do not deal with this company. Nothing but crooks!!! I ordered the intro order and cancelled auto shipment the same day. Received the auto shipment and kept receiving charges to my credit card. Called to return and a month later they said they didn't receive. I gave tracking number and message that US Mail did indeed deliver. And furthermore, the product did not seem to do anything. This is a total SCAM. Giving one star because I can't give them a minus 10.

  SmileActives

  Date: 01/23/2024

  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 8/27/23 with the purchase of a special offer for a 30-day introductory Buy-One-Get-One-Free supply) which was shipped 8/28.   Your 1st replenishment shipment (a 90-day supply with total cost split into 3 monthly payments) was sent as scheduled on 9/27. The 1st payment was charged at this time.
  
  Your account was cancelled on 10/2 per your phone request received that day.  Information was provided regarding the remaining balance due for the replenishment shipment, since cancelling an account stops all future shipments but 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 are returned for credit within the 60-Day Money-Back Guarantee.
  
  Please be advised that our records do not reflect any calls received from the phone number provided with your order, nor any other contact received in reference to your account before the 10/2 cancellation request.
  On 10/28 the 2nd payment for your 90-day replenishment shipment was charged as scheduled.
  
  Per your phone and chat inquiries on 11/17, the charges for your 2nd shipment were explained and return instructions provided.  The 60-day return period was extended.
  
  On 11/28 the 3rd and final payment for this shipment was charged.  
  
  When you contacted us on 12/19 regrading your return our records did not reflect any return processed on your account although the tracking number you provided confirmed it had been delivered to our facility.  A full refund was issued at this time as you provided proof of your return.  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, also if a return does not include any information needed to locate the order being returned (such as account or order number or customer contact info) then a refund cannot be processed to the correct account until the customer contacts us with additional information.   That is why we always suggest that customers obtain a Certificate of Mailing from the post office and keep it until a refund is issued.  We apologize for any inconvenience that might have resulted due to the delay.
  
  Your smileactives account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Review fromSondra P

  Date: 12/18/2023

  1 star

  Sondra P

  Date: 12/18/2023

  I personally feel that this company is very deceitful in the advertising and selling of their product. Buyers beware They offered me a product to try I had no idea it was a subscription until I was charged another 58 dollars after paying an initial *****. I have not received anything else but I got a bill for ******. When I called they said the second shipment was 3 months supply and the total was 173. So I end up paying over 200 dollars for which I originally thought was ***** After seeing similar complaints about this company I can only ask why something isnt done about it

  SmileActives

  Date: 01/23/2024

  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 10/4/23 and your initial order (a 5-piece 30-day introductory BOGO special offer) was shipped that day and charged in full at the time of shipment.   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 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 the terms of the offer, your 1st replenishment shipment (a 90-day supply with total cost split into 3 monthly payments) was sent on 11/6 as scheduled.  ******** tracking number ********************** the shipment was delivered 11/10.  The 1st payment of $58 was charged at the time of shipping.  When we attempted to process the 2nd payment on 12/7 the request was declined by PayPal.  This activated the auto -past due billing process to send monthly notices advising of the balance due.
  
  Future replenishment shipments were cancelled when you call us on 12/18/23.  Information was provided regarding the remaining balance due for your 2nd shipment and the available 60- day Money Back Guarantee.

  
  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

• Review fromSteve W

  Date: 12/15/2023

  1 star

  Steve W

  Date: 12/15/2023

  Lock you into an unwanted subscription and after canceling continued to send shipments. I had to contact my credit card company to stop payments to them. Then they sent me a bill for $140.00 plus that they state that I need to pay. Also, I don't believe that 100% of customers saw an improvement in the whiteness of their teeth as I am a customer and see no difference. I only gave a 1 star review because I can't give them zero.***************************

  SmileActives

  Date: 01/23/2024

  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 7/13/23 and your initial order (a 30-day introductory BOGO special offer) was shipped 7/14.   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.
   
  On 10/26, we received your request to cancel.  Upon review, we regret to learn that this request was incorrectly processed and would like to apologize that the account was not cancelled at this time.  Since the account remained active, another full-size replenishment shipment was sent 11/14 and the first payment for that shipment was billed at that time.
  
  On 11/22 we received a payment reversal (chargeback) from your credit card which reinstated the full cost of this shipment as due and activated the auto-billing process to send monthly notices of the remaining balance.  The account was cancelled at this time due to the chargeback.
   
  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. Please rest assured, your customer service experience has been reviewed and will be used to improve our service going forward.
  
  Your account balance has now been cleared and your smileactives account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Review fromIrene H

  Date: 12/12/2023

  1 star

  Irene H

  Date: 12/12/2023

  Same story as others. Billed several times when I didn't order. Guess I can't get my money back? Telling our bank not to accept any more billing from this company.

  SmileActives

  Date: 01/09/2024

  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 10/5/23 and your initial order (a 30-day introductory BOGO special offer) was shipped 10/6 and charged in full at the time of shipment.   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.
  
  Per the terms of the offer, your 1st replenishment shipment (a 90-day supply with total cost split into 3 monthly payments) was sent on 11/7/23 as scheduled.  The 1st payment was charged at shipping; the 2nd payment on 12/8 leaving the 3rd and final payment scheduled for 1/8/24.
  
  On 12/3/23, your account reflects that you made another online purchase of an additional 30-day introductory BOGO special which also included automatic replenishment shipments.  This order was shipped 12/4 and charged in full at the time of shipment creating a 2nd active subscription.   
  
  Please be advised that our records do not reflect any calls received from the phone number provided with your initial order, nor any other contact received in reference to your account since your initial enrollment on 10/5/23, prior to receipt of your BBB review.  Our website offers options to contact us via phone, or chat to assist with any questions.  We regret if you experienced any difficulty contacting us via any of these channels, as they have been tested without issue.
  
  Your account has now been cancelled, inactivating both subscriptions.  As a gesture of goodwill, the remaining payment for your 90-day replenishment shipment (scheduled for 1/8/24) has been cleared.
  
  Just to note, every smileactives shipment is backed by our 60-Day Money Back Guarantee.  If for any reason you're not completely satisfied, 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 shipping and handling, as our satisfaction guarantee does specify that shipping costs are a non-refundable item.)  Also, 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.
  
  Your smileactives account is now closed, with nothing further to be shipped or billed, unless you choose to make a purchase in the future.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Review fromSuzanne C

  Date: 12/12/2023

  1 star

  Suzanne C

  Date: 12/12/2023

  This is a scam. I never joined a "member ship". I ordered one product. The next month I received something from them I never ordered. Then I got billed every month for something I never ordered or received. They even billed me twice in May of 22, which my credit card company notified me of after I complained about this recurring fraudulent billing. I was referred to their fraud department, which they absorbed the fraudulent costs. Then, I started getting statements in the mail from them as "past due" notices. The other day I received a collection agency notice. Beware of this company. Stars need to show a minus 10

  SmileActives

  Date: 01/09/2024

  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 1/27/23 with the purchase of a special offer for a 30-day introductory Buy-One-Get-One-Free supply) 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.  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 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.
  
  On 2/28/23 your 1st replenishment shipment (a 90-day supply with total cost split into 3 monthly payments) was sent as scheduled.  The 1st payment was charged at this time. The 2nd and 3rd payments were charged on 3/31 and 5/1 respectively as scheduled.  
  
  On 5/31/23 your 2nd replenishment shipment (also a 90-day supply with total cost split into 3 monthly payments) was sent as scheduled.  The 1st payment was charged at this time.
  
  On 6/5/23 we received your phone inquiry about the charges.  Information was provided about the recent charge.  We regret to learn that the call was ended before additional information about the membership and 60-Day Money Back Guarantee could be provided.  
  
  Your financial institution does not absorb the charges you disputed, instead on 6/6/23 they processed payment reversals for the 2nd and 3rd payments charged for your 1st replenishment shipment.  While these chargebacks created credits in your favor with your financial institution, it restored those payments as due and payable and activated the auto past due billing process to send monthly notices advising of the balance.  Your account was cancelled at this time due to the chargebacks.  Just to note, 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.
  
  On 6/9/23, we received notice of an additional payment reversal for the 1st payment charged for your 2nd replenishment shipment.  This chargeback also restored the full balance due for this shipment and activated the system to send additional monthly billing notices regarding this balance.
  
  Please be advised that our records do not reflect any calls received from the phone number provided with your order nor any other contact received in reference to your account either before or since 6/6/23. Our website offers multiple options to contact us via email, phone, or chat.
  
  Although our records do not indicate that any returns have been received to present date, as a gesture of goodwill the remaining balances have been cleared. Further, ****************** was notified to remove your account from collections. Please consider any invoices received after the date of this response as having crossed in the mail.
  
  Your smileactives account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Review fromCarla R

  Date: 12/12/2023

  1 star

  Carla R

  Date: 12/12/2023

  Just like everyone else says this company is misleading the consumer. I filed a complaint through PayPal as that is how I purchase things.

  SmileActives

  Date: 01/08/2024

  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 11/4/23.  Your initial order (a 30-day 5-piece introductory supply) was shipped 11/6.   
  
  We want our customers to understand what they are ordering and make every effort to be forthcoming regarding our promotions and offers for smileactives. As part of their initial purchase, customers enrolling in the member program (usually by purchasing a Buy-One-Get-One-Free offer) 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, prior to any personal information being entered. Additionally, before a membership purchase can be submitted, customers must also check an empty box confirming agreement to the provided terms of the purchase.  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. 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.  
  
  Per the terms of your purchase, your 1st automatic replenishment kit (a 90-day supply with cost to be billed in 3 monthly payments) was sent on 12/6 with the 1st payment billed that day.   
  
  On 12/11/23, per your email request, your account was cancelled. Information was provided regarding the balance remaining for your 2nd shipment and return instructions so you could take advantage of the available 60-Day Money Back Guarantee.
  
  On 12/12/23, we received a payment reversal from PayPal for the 1st charge of your replenishment shipment.   While this chargeback created a credit in your favor with your financial institution, it restored the full balance as due and payable and activated the auto past due billing process to send monthly notices advising of the balance.
  
  On 12/28, our records reflect that you provided us with the tracking information for your return via Live Chat at which time the balance was cleared as a courtesy prior to the return being processed.
  
  Your smileactives account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Review fromJeffrey R

  Date: 12/08/2023

  1 star

  Jeffrey R

  Date: 12/08/2023

  This is an absolute scam, they continue to bill you and you aren't allowed to cancel. I cancelled on Oct 9 after receiving a second shipment I didn't order and they informed me of a $116 balance I didn't authorize. The product is weak and ***** my mouth. They have charged me almost $230 and this is a very deceptive method of doing business. This is a scam. I would give zero stars if I could. Nowhere is there a receipt saying I agreed to this SCAM

  SmileActives

  Date: 12/20/2023

  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 9/3/23.  Your initial order (a 30-day 5-piece introductory supply) was shipped 9/5.   
  
  We regret to learn that you may have experienced any issues while using the smileactives products, as you have stated. A Customer Specialist will be contacting you within the next few business days to discuss your experience. It is of utmost importance to us that any issues are documented and addressed.  
  
  We do make every effort to be forthcoming regarding the promotions and membership offers for all brands and products marketed and/or distributed by ***********************, via our websites, TV infomercials, inbound sales phone lines, print materials, product packaging, and billing.  Customers who choose to purchase an offer that includes a subscription 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 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 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.   The information was also included in your initial order confirmation email.  We regret if you found the offer unclear in any way.
  
  Per the term of your purchase, your 1st automatic replenishment kit (a 90-day supply with cost to be billed in 3 monthly payments) was sent on 10/6 with the 1st payment billed that day.   
  
  Your account was cancelled via your online cancellation request on 10/9. As stated in previous responses, while cancelling an account stops all future shipments, it does not cancel the balance due for orders already shipped prior to cancellation.  If not returned for credit within the 60-day Money Back Guarantee orders will continue to bill until paid in full.  Notice of the remaining balance was included in your cancellation confirmation email.
  
  The remaining payments for your replenishment kit were charged as scheduled on 11/6 and 12/7 since the shipment was not returned.
  
  Please be advised our records do not reflect any calls received from the phone number tied to your account, nor any other contact received in reference to your account to present date.  Our website offers multiple options to contact us via email, phone, or chat to assist with any questions.  We regret if you experienced any difficulty contacting us via any of these channels, as they have been tested without issue.
  
  Your smileactives account remains closed, with nothing further to be shipped or billed.
  
  
  Sincerely,
  
  ****************
  Contact Center Operations Director