Reviews

Review Details

• Review fromAnne F

  Date: 10/18/2023

  1 star

  Anne F

  Date: 10/18/2023

  Wanted to try smile actives at the introductory price. Did NOT sign up for auto shipments or lifetime subscription!!! Within 2 weeks I received another package with a huge container- had not even seen any whitening improvement yet! Need to cancel ASAP!

  SmileActives

  Date: 10/25/2023

  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 originally for automatic shipments of smileactives 8/29/23 and your initial order (a 30-day introductory supply) was shipped that same day and charged in full to the PayPal account provided.
  
  As part of the 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.  The information is provided in your shopping cart -in bold print- prior to any personal information being entered.  Before customers may finalize their purchase, they must check a box that states they agree to the terms of the purchase. Your authorization of future automatic shipments and associated charges was provided by checking the empty box on the order page to complete your order.  The products are also shipped with information reiterating the terms and benefits of membership. We regret if you found the offer unclear in any way.
  
  On 9/29, your 2nd shipment (a 90-day full-sized supply, with total cost split into 3 monthly payments) was sent as scheduled, with the 1st payment charged at the time of shipping.  The 2nd and 3rd payments are scheduled to bill on 10/30 and 11/30 respectively.
  
  Your account has now been cancelled per your request.  Please be advised that while cancelling an account stops all future shipments, it does not cancel the balance due for orders already shipped/received prior to cancellation; they will continue to bill until paid in full or are returned for credit within the 60-Day Money-Back Guarantee.
  
  If you would like to take advantage of the 60-Day Money Back Guarantee available, you may simply return the containers - 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 shipment's invoice and our website, or feel free to contact our customer service team via chat or by calling ************ for assistance.
  
  Your smileactives account is now closed, and nothing further will be shipped.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Review fromSuz J

  Date: 10/16/2023

  1 star

  Suz J

  Date: 10/16/2023

  A very difficult company to work with. You have to telephone them or "chat"; no email address is available. Their membership program is dubious at best. I DID manage to get the charges for my second & last order deleted from my PayPal account so I can credit them that much. But be aware of this company.

  SmileActives

  Date: 10/25/2023

  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 originally for automatic shipments of smileactives 5/23/23 and your initial order (a 30-day introductory supply) was shipped that same day.
  
  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. As part of the initial purchase, customers enrolling in the member program are informed they will receive automatic shipments until they contact customer service to cancel or make changes to their membership.  The information is provided in your shopping cart -in bold print- prior to any personal information being entered.  Before customers may finalize their purchase, they must check a box that states they agree to the terms of the purchase.  The products are also shipped with information reiterating the terms and benefits of membership. We regret if you found the offer unclear in any way.
  
  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: you can manage your subscription online 24/7 through our dedicated member site, and there's absolutely no commitment - cancel anytime.  Every shipment is covered by our 60-day Money Back Guarantee.
  
  Per our records your 1st auto replenishment shipment scheduled for 6/23 was postponed until 9/19 via your online self-service account access.  That shipment (a 90-day full-sized supply, with total cost split into 3 monthly payments) began processing for delivery on 9/18 and was sent as scheduled.
  
  On 9/19, per your Live Chat request, your account was cancelled.  Information was provided regarding your 2nd shipment, the remaining balance and return instructions, 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 received your return 10/12 at which time credit was issued which cleared the product cost less s&h per our satisfaction guarantee.  
  
  We regret to learn you found it inconvenient or difficult to contact us via phone or chat.  We do have an email available for support through your online self-service account access; ***********************************
  
  Your smileactives account remains closed, and nothing further will be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Review fromSkye J

  Date: 10/03/2023

  1 star

  Skye J

  Date: 10/03/2023

  I was really excited to get my first order of Smileactives in June 2023 for just $27.14. My husband and I thought we started to see slight results after a couple of months but we were not very impressed. I was mostly surprised to see subsequent charges from Smileactives the next month, then the next month, for a total of $91.20. I never signed up for a membership or subscription. Smileactives makes it incredibly difficult to cancel your membership which they don't even tell you that you signed up for in the first place. DO NOT ORDER SMILEACTIVES. With your first purchase of the whitening paste, you are automatically signed up for a membership and are billed monthly for your next order. This is a scam. Be careful of the boxes you check when checking out and make sure to read the terms and agreements in whole. I hope you read this PRIOR to ordering Smileactives. I was really disappointed by the company, the product, and the customer service. They need to make it more apparent that you sign up for a membership when making that initial purchase. I don't usually leave reviews of products but I hope this helps someone else. I wish I had known this sooner. Smileactive, you can do better by your customers.

  SmileActives

  Date: 10/06/2023

  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 6/1/23.  Your initial order for a 30-day introductory supply (with a buy-one-get-one-free promotion) was sent that day and billed in full to the credit card provided.   
  
  We do make every effort to be forthcoming regarding our promotions and offers for smileactives: as part of their initial purchase, customers enrolling in the smileactives member program are informed they will receive automatic shipments until they cancel or make changes to their membership.   The information is clearly stated on the website when selecting an offer and again in the shopping cart in bold print- prior to any personal information being entered.  Additionally, in order to finalize their membership purchase, 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. The products are also shipped with information reiterating the terms and benefits of membership including the next scheduled shipment date. We regret if you found the offer unclear in any way.
  
  We do offer the ability to purchase smileactives products without a replenishment account via our website or by phone.  However, customers who choose to place one-time orders are only offered our retail prices.
  
  On 7/3, your 2nd shipment (a 90-day full-sized supply, with total cost split into 3 monthly payments) was sent as scheduled, with the 1st payment charged at the time of shipping.  The 2nd and 3rd payments were billed as scheduled on 8/3 and 9/3.
  
  On 10/2, your 3rd shipment (a 90-day full-sized supply, with total cost split into 3 monthly payments) began processing for delivery; we received an approved payment authorization for the 1st payment at this time.  On 10/3 the shipment was sent.  
  
  Also, on 10/3 per your Live Chat request your account was cancelled.  Information regarding the 3rd shipment, balance remaining and return instructions were provided, 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.   
  
  We regret to learn 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.
  
  As gesture of goodwill, the balance due has now been cleared in advance of your return.
  
  Your smileactives account remains closed, and nothing further will be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Review fromStephen B

  Date: 10/02/2023

  1 star

  Stephen B

  Date: 10/02/2023

  They scam you into an auto-delivery "membership" when you only wanted to try their sample kit. Then they bill your card for over $45 for three straight months and send you one full package, all with no instructions for use! Awful company useless product and awful customer service. I had AMEX block future "purchases" and payments, but they could not force a refund.

  SmileActives

  Date: 10/06/2023

  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 originally for automatic shipments of smileactives 7/31/23 and your initial order (a 30-day introductory supply) was shipped the following day.
  
  As part of the 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.  The information is provided in your shopping cart -in bold print- prior to any personal information being entered.  Before customers may finalize their purchase, they must check a box that states they agree to the terms of the purchase. Your authorization of future automatic shipments and associated charges was provided by checking the empty box on the order page to complete your order.  
  
  More specifically 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 and 3 Advanced Whitening Pens. Each shipment will be charged to the card you provide today, in three monthly payments at the low price of $39.95 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.
  
  We regret to learn that you did not receive the normal paperwork enclosed with your shipment.  The information regarding product ingredients, directions for use, our satisfaction guarantee and return instructions can be found on our website.  
  
  On 8/31, your 2nd shipment (a 90-day full-sized supply, with total cost split into 3 monthly payments) was sent as scheduled, with the 1st payment charged at the time of shipping.  The 2nd payment was charged as scheduled on 10/1.
  
  On 10/2, per your Live Chat request, your account was cancelled.  Information was provided regarding your 2nd shipment 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.
  
  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.  If you would like to take advantage of the 60-Day Money Back Guarantee available, you may simply return the containers within 60 days of receipt to receive a full refund of the purchase price (minus shipping and handling), even if the bottles are empty.  Just follow the directions for returning a purchase on our website.
  
  Your smileactives account remains closed, and nothing further will be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Review fromUrsula G

  Date: 10/01/2023

  1 star

  Ursula G

  Date: 10/01/2023

  I'm so disgusted by this company, I don't even want to continue using their product. I ordered the product, and I later received a bigger tube that I never ordered. Apparently, ordering from them triggered automatic enrollment in a membership program, which was NOT made clear on the website, but was nestled at the bottom of the order confirmation email. This business is sneaky and shady. Don't have ANYTHING to do with this company, or it will cost you $90 at a minimum, even after terminating the membership.

  SmileActives

  Date: 10/06/2023

  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 8/25/23 with the purchase of a special offer for a Buy-One-Get-One introductory 30-day supply.  Your initial order was sent 8/28 and billed in full at the time of shipping.  
  
  We do make every effort to be forthcoming regarding our promotions and offers for smileactives: as part of the 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.  The information is provided in your shopping cart- in bold print- prior to any personal information being entered. 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.. By checking that box, you agreed to the terms of the offer.  The products are also shipped with information reiterating the terms and benefits of membership. We regret if you found the offer unclear in any way.
  
  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.  Auto-delivery is a convenient and affordable way to achieve and maintain your whitest smile.
  
  On 9/26, your 2nd shipment (a 90-day full-sized supply, with total cost split into 3 monthly payments) was sent as scheduled, with the 1st payment charged at the time of shipping.  
  
  On 10/1, per your phone request, your account was cancelled.  Information was provided regarding your 2nd shipment and the satisfaction guarantee available, as orders that have already 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.
  
  Although your 2nd shipment has not yet been returned, as a gesture of goodwill the remaining balance has been cleared prior to any return being received.
  
  Your smileactives account remains closed, and nothing further will be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Review fromPam A

  Date: 09/25/2023

  1 star

  Pam A

  Date: 09/25/2023

  I hate that I was duped by a commercial. This product does not work. I've been using it for 2 weeks and there is no difference in my teeth. When you use it as recommended, by using the same amount of smile active to toothpaste , what it does do, is burn the heck out of your gums and turn them white! Very painful experience. But I was determined to give this product the best chance possible. And have been putting up with the pain and discomfort. Still my teeth are the same dingy color since I drink tea daily. I do wish I could get my money back. I hate financing a company who is making a quick multi-million dollars at my and everybody else's expense!

  SmileActives

  Date: 09/29/2023

  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 9/12/23 with a purchase of the Pro Whitening Gel BOGO offer.  Your order was shipped that same day.
  
  We regret to learn that you may have experienced any issues while using smileactives Pro Whitening Gel 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 potential reaction to this product is documented and addressed.
  
  Please be advised, results vary for each individual and for each product. Some people may see some results in 3-7 days; some within 30, for others 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.
  
  We do offer a 60-day Money Back Guarantee on every shipment. 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 any initial s&h cost).  Return instructions are provided on the shipment invoice and our website.
  
  We appreciate your feedback about your experience, as we strive to provide only the highest quality products and service.
  
  Your smileactives is now closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Review fromdan m

  Date: 09/16/2023

  1 star

  dan m

  Date: 09/16/2023

  I bought the product for $29.47 and initially likes it, Then I got another supply mailed and charged to my PayPal account that I didn't ask for. I canceled further activity with smile active as ***** cancelling further payments on my account. I got a bill for $88.42 a week later! It's a scam!

  SmileActives

  Date: 09/21/2023

  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 8/5/23.
  
  We do make every effort to be forthcoming regarding our promotions and offers for smileactives: as part of the 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.  This information is clearly stated on the order page of our website, and also provided in your shopping cart in bold print prior to any personal information being entered. 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.  The products are also shipped with information reiterating the terms and benefits of membership (including the 60-Day Money Back Guarantee available.  More specifically the offer your 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.
  
  On 8/7 your initial order (a BOGO special 30-day introductory supply) was sent and billed in full to the PayPal account provided.
  
  On 9/6 per the terms of your initial purchase, your 2nd shipment (a 90-day supply with cost split into 3 monthly installments) was sent as scheduled.  We received an approved payment authorization for the 1st installment prior to shipping, but when we attempted to finalize the previously-authorized payment the request was declined by PayPal.  This activated the automatic billing process to send monthly notices advising of the full balance due for this shipment.  Your account remained active as this time.  
  
  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 since your enrollment on 8/5/23, prior to receipt of your Better Business Bureau review. Our website offers multiple options to contact us via email, phone, or chat: we regret if you experienced any difficulty contacting us via any of these channels, as they have been tested without issue.
  
  Although our records do not indicate that any returns have been received to present date, as a gesture of goodwill and in exception to our 60-Day Money Back Guarantee policy, the remaining balance has been cleared.  
  
  Your smileactives account is now closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Review fromChris H

  Date: 09/14/2023

  1 star

  Chris H

  Date: 09/14/2023

  A terrible company. They advertise specials and then send unauthorized products. When I called, they said I would have to return the product at my own expense in order to get a refund. Meanwhile, they deducted $150 from my account in three Increments. I would never sign up for installments on toothpaste! On top of that, they deducted shipping from my refund!! This has caused me financial hardship, as I am disabled and live on a fixed income. I would give zero stars if that was an option. I will never recommend or use this company again.

  SmileActives

  Date: 09/15/2023

  Dear *******,
  
  Thank you for your review. We appreciate the time you have taken to let us know about your experience.
  
  While you may notice a trend with the reviews or complaints regarding our continuity program, happy customers generally do not leave any kind of reviews regarding their experience. Please keep in mind that the reviews and complaints that the Better Business Bureau receives are a very small portion of our customers.
  
  We regret to learn 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; (since the process is a gradual one and the time it takes for desired results differs per individual).  Also, we want to ensure that customers are able to clarify any questions at the time cancellation is processed.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives 5/4/23.  
  
  Your first automatic replenishment shipment (a 90-day full size supply with cost split into 3 monthly installments) began processing for delivery 6/4 as scheduled at which time we received a payment approval from PayPal for the 1st installment.
  
  Also, on 6/4 per your phone request, your account was cancelled.  However, orders that have been processed for delivery at the time of cancelation cannot be prevented from shipping: they will be sent and will continue to bill until paid in full or returned for credit within the 60-Day Money-Back Guarantee.  Information was provided regarding the 2nd shipment in process, the remaining balance and our satisfaction guarantee.  The order was sent; the approved payment was finalized as a charge on 6/5.
  
  On 7/6, the 2nd installment for this shipment was charged as scheduled, but your financial institution reversed the payment. While this chargeback created a credit in your favor with your financial institution, it restored the amount of $55.88 as due and activated the automatic billing process to send monthly notices advising of the balance.
  
  On 7/18, we received your phone inquiry regarding the billing notice.  The balance was explained and return instructions were provided.
  
  Unfortunately, returning a product via "Return to Sender" - without verifiable proof of mailing - can result in unpredictable transit times, and may also result in a package never being received back to our facility to process a return credit.
  
  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.
  
  We appreciate your feedback about your experience, as we strive to provide only 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 fromWendy H

  Date: 09/13/2023

  1 star

  Wendy H

  Date: 09/13/2023

  Smileactives company is a scammer company!!!! They keep charging you even if u cancel with them!!!! They kept charging me small amounts and sending a million toothbrushes not even any of the smileactives solution!!! They are foreign customer service people who do not try to understand!!! Cancel all your cards involved with them. They wont stop if *** only call them!!! Dont buy it!!!! I am sure another company has similar products!!!Stay away from Smileactives!!!

  SmileActives

  Date: 09/21/2023

  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 first enrolled online for automatic shipments of smileactives on 7/19/2021.  Your initial order, a 30-day 5-piece introductory kit (which included the Power Whitening Gel, Vibrite Sonic Toothbrush and Advanced Teeth Whitening Pens) was sent the same day and billed in full to the PayPal account provided when the order was placed.   
  
  On 7/25/2021, a second online enrollment for automatic shipments was processed, this time with your order for the 30-day 1-piece introductory kit of Power Whitening Gel BOGO special.  This order was sent July 26th and billed in full to the PayPal account provided.
  
  On 8/19/2021, per the terms of the agreement tied to your first order of the 5-piece kit, your 2nd shipment for that membership (a 90-day supply with cost split into 3 monthly payments) was sent as scheduled.  Your 1st installment was billed at the time of shipping.  The 2nd and 3rd installments were billed as scheduled on 9/19/21, 10/20/21.
  
  On 9/1/2021, the first automatic shipment (a 90-Day supply for the 1-piece kit) was sent and the 1st installment was billed at the time of shipping.  The 2nd and 3rd installments were billed as scheduled on 10/2/21, 11/2/21.
  
  On October 20, 2021, per your phone inquiry, your automatic shipments were customized to include just the Vibrite Sonic Toothbrush replacement heads.  Although the total cost of the kits changed (based on the contents) the payment plan with cost split into 3 monthly installments billed on a 31-day cycle remained the same.
  
  The first custom kit shipped, December 1, 2021.   After this shipment your shipping frequency was changed to every 5 months.  Since no additional changes were requested or made via your online self-service membership management access, the custom kits continued to be delivered approximately every 5 months as scheduled and billed in three monthly payments until 8/2/2023.
  
  On 8/8/23 per your phone request, your account was cancelled.   We regret to learn that the call ended before information regarding the remaining balances due was provided.
  
  On 9/2/23 the 2nd installments for your last shipments were charged.
  
  On 9/13/2023, we received your phone inquiry regarding the 9/2 charges.  Information was provided explaining the charges and remaining balance.  Upon review, we regret to learn that this call was ended before a resolution could be offered.
  
  As a gesture of goodwill, the charges posted on 9/2 have been refunded and the remaining balance cleared.
  
  Your smileactives account remains closed, and nothing further will be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Review fromAnnie W

  Date: 09/13/2023

  1 star

  Annie W

  Date: 09/13/2023

  The product showed no effectiveness, the subscription was expensive and difficult to cancel. They kept trying to sell me more, and then, when I continued to request cancellation, they issued an invoice for product they had not yet shipped.

  SmileActives

  Date: 09/15/2023

  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 by phone for automatic shipments of smileactives on 4/24/23, and your initial order for a 30-day 5-piece introductory supply was sent that day.
  
  As with any product, results vary for each individual. This process is a gradual one.  Some people may see results in a few days; for some it will take a little longer.  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.
  
  Regarding cost, our flexible no-commitment membership includes the ability to customize each shipment (to as few as one item) and your delivery frequency to ensure you only receive the products that best meet your needs at a cost that fits your budget.
  
  On 5/25, 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 remaining two on a 31-day billing cycle (6/25 & 7/26).  
  
  On 8/25, your 3rd 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.
  
  On 9/13, per your Live Chat request your account was cancelled. Information regarding the remaining balance due for your 3rd shipment and return instructions were provided.  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.  Orders that have already been shipped will continue to bill until paid in full or are returned for credit within the 60-Day Money-Back Guarantee.
  
  We regret to learn 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.
  As a gesture of goodwill, the remaining balance due for your 3rd shipment has been cleared prior to the receipt of any return.
  
  Your smileactives account remains closed, and nothing further will be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director