Reviews

Review Details

• Review fromTracy B

  Date: 12/06/2023

  1 star

  Tracy B

  Date: 12/06/2023

  This is a shady company. Initiated first purchase 8/9. Canceled 9/9. They have billed me $41 in Sep, Oct and Nov despite cancelling. I just disputed the charges with my credit card after they refused to give me a refund,. I see no difference in the shade of my teeth *using the container they sent initially so this product and this company is a scam NO STARS

  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 8/7/23 and your initial order (a 30-day introductory supply) was shipped 8/8 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 offer, your 1st replenishment shipment (a 90-day supply with total cost split into 3 monthly payments) was sent on 9/7/23 (30 days after your initial order) as scheduled.  The 1st payment was charged at this time.
  
  On 9/9 your account was cancelled via the self-management account access available to members.   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 returned within the 60-day Money Back Guarantee.  The remaining balance would have been noted in your cancellation confirmation email.  Information about the scheduled payments for your 1st replenishment shipment is provided in your shopping cart - in bold print when you placed your initial order as well as available through your online account access.
  
  The remaining two payments were charged as scheduled on 10/8 and 11/8, at which point your account was paid in full.
  
  On 12/6, we received your phone inquiry regarding the charges.  The cost of your 2nd shipment and payments were explained.  When you ask about returning the 2nd shipment for a refund you were advised that unfortunately the 60-day Money-Back Guarantee had expired.
  
  Please be advised that 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 before 12/6.  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.
  
  We regret to learn that you were not pleased with your results when using the initial 30-day supply.  Results vary for each individual and for each product. Some people may see results in 3-7 days; for some it will take a little 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.
  
  Your smileactives account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Review fromJoyce D

  Date: 12/05/2023

  1 star

  Joyce D

  Date: 12/05/2023

  I did not realize I was subscribing to order after order of this minimally whitening product. Its a total scam. I tried to cancel on line and it doesnt let you. As everyone else has said do not get roped into this product. If it was really great maybe I wouldnt mind so much getting scammed but it hasnt even worked for me. I have already spoken to my daughter who is an attorney and I will be able to cancel but Im sure this company will put up a fight instead of just doing the right thing and canceling it. I feel like they are taking advantage of me since I am older. Scamming the elderly-not something I would want my company known for.

  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 11/4/23 and your initial order (a 30-day introductory supply) was shipped 11/6.
  
  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, also, before customers may finalize their purchase, they must check a box that states: "By checking this box, you are electronically signing your order, agreeing to the terms above and to our general Terms & Conditions, including our no-commitment auto-replenishment program, and authorizing us to charge payments to the credit card you provide."  Your authorization of future 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 the offer, your 1st replenishment shipment (a 90-day supply with cost split into 3 payments) was sent on 12/6.   Although we received a payment authorization from PayPal on 12/5 when the shipment began processing for delivery, the request to finalize the payment on 12/6 after the order was sent was declined.  This activated the activated the automatic billing process to send monthly notices advising of the balance.  
  
  On 12/7 per your live chat request, your account was cancelled.  Information was provided regarding your 2nd shipment already in transit, the balance remaining and 60-day Money Back Guarantee available. Return instructions were provided.
  
  On 12/15, your replenishment shipment was processed as returned at our facility, within the 60-Day Money Back Guarantee, at which time credit was issued to clear the balance.
  
  Your smileactives account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Review fromCindy H

  Date: 12/05/2023

  1 star
  They are a sham. I returned the 2nd delivery and they add trying to charge me for it. I will be reporting to the BBB. Horrible

• Review fromHelen P

  Date: 12/03/2023

  2 stars

  Helen P

  Date: 12/03/2023

  The product is ok. The subscription service is deceptive. They say you can cancel anytime but when you try to cancel you have a balance. Go to Amazon and get the product not worth getting ripped off on the membership

  SmileActives

  Date: 12/19/2023

  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 9/30/23 with the purchase of a 30-day Buy-One-Get One offer.
  
  On 11/2, per the terms of your purchase, your 2nd shipment (a full-size 90-day supply with cost split into 3 monthly payments) was sent as scheduled and the 1st of 3 payments was charged.   Your account was cancelled per your request on 12/3.
  
  Our membership offer does state: You are in control of your membership, call or visit www.smileactives.com/account to customize your kit, modify shipping intervals, or to cancel your subscription. There is no commitment and no minimum to buy.  But 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 returned within the 60-day Money Back Guarantee.
  
  Although your account does not reflect any returns received to present date, as a gesture of goodwill the remaining payments due for your last shipment have been cleared.
  
  Your smileactives account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Review fromPatrick B

  Date: 11/29/2023

  2 stars

  Patrick B

  Date: 11/29/2023

  The product is pretty good - seems to work but really triggers tooth sensitivity. So might not be for everyone.The big red flag though is that they put up barriers in your ability to cancel your subscription. When you click cancel membership on their website (either desktop or mobile, and I tried multiple browsers), there is a blank popup that should include some sort of confirmation page or button that you'd think click. But it's just blank. So you can't do anything. I was not able to cancel my account by contacting them through chat. It may be the case that I can call them to cancel my membership, but there should be no reason to add that barrier and to either (1) intentionally break your own website to reduce the likelihood of cancellations or (2) fail to fix your website to reduce the likelihood of cancellations. Either way this is problematic. My suggestion is to not get a subscription from them and maybe just buy single items if anything.

  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 2/28/23 and have received three additional full-size replenishment orders; the last one sent 11/24/23.  A review of your account indicates that, until this point, you have managed the membership (including customizing & postponing shipments) entirely online through the 24/7 self-management account access available to active members as your account does not reflect any calls or chats with our customer service team to the present date.  
  
  We regret to learn you experienced any difficulty cancelling your account online or contacting us via chat as these options have been tested without issue.  We have forwarded the information you provided about the blank popup screen encountered when you attempt to cancel to our IT team.  ******** checking that you do not have any pop-up blockers active and/or clearing your browser history/cache can prevent some of these types of issues when navigating our website.
  
  Although smileactives products are available without a subscription, auto-delivery is a convenient and affordable way to achieve and maintain your whitest smile.  Replenishment customers are offered many great benefits including discounted prices, free gifts, the ability to customize future shipments, and shipping frequency: as well as 24/7 access to the subscription online through our dedicated member site.
  
  We appreciate your feedback about your experience. It will be used to improve our service going forward as we strive to provide only the highest quality products and service.
  
  Your smileactives account is now closed; nothing further will be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Review fromBarbara M

  Date: 11/28/2023

  1 star

  Barbara M

  Date: 11/28/2023

  Would give Smileactives a minus 1 star if I could. Their business model is chaotic. They sent orders that were not ordered and did not include a receipt or a process for returning unwanted products. They treat your credit card like its their credit card. I truly regret that I tried this product. Banks should filter this product like a fraud.

  SmileActives

  Date: 12/19/2023

  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 7/19/23 and your initial order (a 30-day introductory supply) was shipped that day.   
  
  We make every effort to be forthcoming regarding our promotions and offers for smileactivesvia the website, TV infomercials, inbound sales phone line, print materials, product packaging and billing. Information about the smileactives member program, shipping frequency and payment plan for automatic shipments is clearly stated on the order page of our website, in the shopping cart, prior to any personal information being entered.  It is also found online 24/7 via the self-management account access available to active members as well as the ability to make changes to future shipments (contents, ship date, request cancellation, etc.). Return instructions are also available on the website.
  
  Per the offer you initially purchased, your 1st replenishment shipment (a 90-day supply) was sent on 8/22 and billed in 3 monthly payments.  On 11/20, your 2nd replenishment shipment was sent as scheduled and the 1st of 3 payments was charged.   Your account was cancelled via your online cancellation request on 11/28.
  
  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 returned within the 60-day Money Back Guarantee.
  
  Also, 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 prior to the automated cancellation request on 11/28. 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.
  
  Although your account does not reflect any returns received to present date, as a gesture of goodwill the remaining payments due for your last shipment have been cleared.
  
  Your smileactives account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Review fromDavid V

  Date: 11/18/2023

  1 star

  David V

  Date: 11/18/2023

  Totally disappointed. Tried to order but their TV ad is misleading. I called to get the advertised deal bit they told me it would cost more to place a onetime order. They didn't seem to care about losing a customer. I think this should be legibly disclosed in their advertising

  SmileActives

  Date: 11/22/2023

  Dear *****,
  
  Thank you for your review. We appreciate the time you have taken to let us know about your experience.
  
  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.  ****** infomercials do provide information that the advertised offer includes a subscription as do the offers on the website.  
  
  As you were told, 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 shipping frequency.  With membership you can manage your subscription online through our dedicated member site or by calling customer service, and there's absolutely no commitment and no minimum purchase required.  You can cancel, reschedule, or customize future shipments at any time.  
  
  In addition, all orders, one-time or replenishment, are 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 (less s&h).
  
  We appreciate your feedback and hope you will reconsider trying smileactives, with or without a subscription.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Review fromSharon L

  Date: 11/15/2023

  1 star

  Sharon L

  Date: 11/15/2023

  Scam!! They continue taking your money even after you cancel your subscription!!

  SmileActives

  Date: 11/21/2023

  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 re-enrolled online for automatic shipments of smileactives on 7/15/23.  Your initial order was shipped 7/17 and charged in full at that time to the PayPal account provided.  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 8/16, per the terms of the offer, your 2nd shipment (a 90-day full-sized supply, with total cost split into 3 monthly payments) was sent as scheduled; the 1st payment was charged at the time of shipping, the 2nd payment on 9/16.
  
  Also, on 9/16 we received your call inquiring about the payments.  Information was provided regarding the total cost of your 2nd shipment and the remaining payment scheduled for 10/17.  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 since your reorder on 7/15 until 9/16, and no contact since.  Per a review of the 9/16 call, there was no request for cancellation. We do regret to learn that prior to the end of the call you were not informed of your active account status nor the next scheduled shipment date.  We would like to apologize for any confusion that *** have resulted. On 10/17, the 3rd payment for your 2nd shipment was charged as scheduled.  
  
  A 3rd shipment was sent on 11/17.  We received a payment authorization prior to shipping but when we attempted to finalize the previously authorized payment PayPal reject the request leaving the full balance due. This activated the auto billing process to send monthly notices advising of the balance, since orders continue to bill until paid in full or are returned for credit within the 60-Day Money-Back Guarantee.
  
  As a gesture of goodwill, the remaining balance has been cleared.  We appreciate your feedback, as we strive to provide the highest quality products and service.
  
  Your smileactives account remains closed, and nothing further will be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Review fromRichard T

  Date: 11/15/2023

  1 star

  Richard T

  Date: 11/15/2023

  I ordered the smile active product and used it for 30 days as suggested. I saw no difference in teeth whiteness at all. To make it worst they refused to cancel my next shipment even though I told them I did not want it. This is a fraudulent company and product. Stay away.

  SmileActives

  Date: 11/22/2023

  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 with the purchase of a special offer for a Buy-One-Get-One introductory 30-day supply on 5/17/23.  
  
  We regret to hear you were not pleased with your results when using smileactives.  Results will vary for each individual and for each product, even when using it 2x a day as recommended. Some people may see results in 3-7 days; for some it will take a little 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.
  
  On 5/30, we received your call to cancel.  Per our records a postponement with an email notification prior to the next shipment was accepted instead.  We regret to learn upon reviewing your account that the request for prior notification was incorrectly submitted and therefore not sent.  We would like to apologize for any inconvenience which resulted.  
  
  Your 2nd shipment began processing for shipment on 11/15 as scheduled.  Also on 11/15, we received your call about the authorized payment for this shipment.  At the time we were unable to stop the shipment.  Information about the 60-day Money Back guarantee was provided.  Per your Live Chat inquiry on 11/17, the cancellation of your account was confirmed.
  
  As a gesture of goodwill, a pre-paid return label has been issued to assist with the return of this shipment at no additional cost to you. Please allow a minimum of **** business days for that label to arrive by mail. In addition, a refund has been issued prior to the receipt of your return.
  
  We appreciate your feedback. Please rest assured that your experience has been reviewed and will be used to improve our service moving forward.  Your smileactives account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Review fromJim W

  Date: 11/13/2023

  1 star

  Jim W

  Date: 11/13/2023

  I called within 60 days to have my money returned only to find out they had sent out another tube of the product. I was told to keep it and pay $24.99. ****** did I know that this one charge of three! They make it difficult to cancel and I found the precut to only marginally make a difference.

  SmileActives

  Date: 11/21/2023

  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 with the purchase of a special offer for a Buy-One-Get-One introductory 30-day supply on 8/10/23.  The order was shipped that day.  
  
  As you stated each purchase does come with a 60-Day Money Back Guarantee, but since your initial order was a 30-day supply the 1st replenishment kit (a 90-day supply with cost split into 3 monthly payments) was shipped as scheduled one month later, per the terms of the offer.  The information regarding the automatic shipments and 3-payment plan is provided in your online shopping cart -in bold print- prior to any personal information being entered.
  
  Your account was cancelled per your Live Chat request on 9/11.  Information was provided about the 2nd shipment already in transit.  As a courtesy an additional 20% discount was applied to the shipment, lowering the balance.  We regret to learn that the chat connection was lost before the new adjusted balance and payments could be provided.  When you chatted with us again on 11/13 the billing and total cost of the 90-day replenishment kit was explained.  
  
  We regret to learn that you found the cancellation process difficult. On reviewing your chat, we note that you stated you had not yet tried using smileactives so a postponement of additional shipments was initially offered. We do want to ensure members are aware of all of their options and benefits available with our flexible membership program and to ensure that customers are able to clarify any questions at the time cancellation is processed.
  
  We appreciate your feedback about your experience, which will be used to improve our service going forward.
  
  Your smileactives account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director