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Business Profile

Dental Equipment

SmileActives

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Dental Equipment.

Reviews

Customer Review Ratings

1.09/5 stars

Average of 271 Customer Reviews

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Review Details

  • Review fromCharles B

    Date: 09/11/2023

    1 star

    Charles B

    Date: 09/11/2023

    Like the vast majority of reviewers, I too have had difficulty terminating my relationship with this company. I recognize that when I placed my order on May 4, 2023 (Order #DWSAA02A8411), I was signing up for a subscription service. What I didn't appreciate is how difficult it would be to get out! My initial order was for 2 samples (30 day supply). When I received notice on June 4, 2023 that my PayPal account was being charged $27.94 for the next shipment, I immediately called and spoke to a **************** Rep who was well-versed in reading from a script and informed me that it was too late to cancel the next shipment. After many attempts to convince me to purchase other products, she eventually cancelled my membership and received a confirmation email on June 4. I was informed that all I needed to do was return the shipment for a refund of my $27.94. After returning from a trip in mid June, I also received an email informing me that I owed an additional $55.88! I called **************** again and I was told that charges would be reverse if I returned product. I immediately went to my local US ********************* and refused the order. **** accepted my unopened package and returned it to SmileActives, on or about June 30, well within the 60 day return period. Since then I have received numerous harassing emails and first class letters requesting payment of $55.88, for a product I returned unused and unopened! I'm not sure is the problem is one of predatory sales tactics as suggested by many other reviewers, or mere incompetence. If anything, I am due a refund of $27.94 for return of product. I urge potential future customers to be very wary of this company and their products. Moreover, it didn't work as advertised and has been a pain to get satisfactory resolution. ****************

    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.

    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,

    ****************
    ************** Operations Director
  • Review fromShay C

    Date: 09/07/2023

    1 star

    Shay C

    Date: 09/07/2023

    very poor service and a scamming site, definitely do not recommend

    SmileActives

    Date: 09/12/2023

    Dear Shay,

    Thank you for your review. We appreciate the time you have taken to let us know about your experience.

    We do make every effort to be forthcoming regarding our promotions and offers for smileactives via our websites, TV infomercials, inbound sales phone lines, print materials, product packaging, and billing. As part of their initial purchase, customers enrolling in our member programs are informed they will receive automatic shipments until they contact customer service to cancel or make changes to their membership.  The products are also shipped with information reiterating the terms and benefits of membership including the next scheduled shipment date and 60-Day Money Back Guarantee available.  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.  

    Unfortunately, we are unable to locate a smileactives order in your name with the information provided in your review.  In order for us to address your concerns we will need the name and full address where the shipment was sent, the email tied to your initial order or an order number. Please email this information to ************************************************

    Once we receive this information, we can better address your concerns and will take any action needed on your behalf.

    Thank you for your understanding in this matter.  

    Sincerely,

    ****************
    Contact Center Operations Director
  • Review fromRon J

    Date: 08/29/2023

    1 star

    Ron J

    Date: 08/29/2023

    I saw this on their web site "youll be enrolled in our auto-delivery program". There was something similar on their television commercial. Judging by other reviews, that means they will keep sending and charging you product till you tell them to stop. I was a potential customer until I read the other reviews. Thanks BBB.

    SmileActives

    Date: 09/12/2023

    Dear ***,

    Thank you for your review. We appreciate the time you have taken to let us know about your initial interest in smileactives.

    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 receive are a very small portion of our customers. We make every effort to make the offers as clear as possible on our websites, TV infomercials, as well as by phone.  As you mentioned, information regarding the auto-delivery program is noted in several places on the website before any offer is selected or order placed.  It is also part of the infomercials and inbound sales phone offers.

    We do offer the ability to purchase smileactives products without a replenishment account through the shop option on our website or by phone. 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 as well as 24/7 account access via online self-service membership management.  

    Also, every order, be it a replenishment or one-time order, is covered by our 60-day Money Back Guarantee.  If you're not completely satisfied, simply return the product, even if empty within 60 days of receipt.  

    We encourage you to reconsider trying smileactives.  

    Thank you again for your feedback.

    Sincerely,

    ****************
    Contact Center Operations Director
  • Review fromKayhy H

    Date: 08/29/2023

    1 star

    Kayhy H

    Date: 08/29/2023

    This product does not work any better than any tooth gel but cost three times more. They have continued to try to bill me after I canceled the autoship. The company makes false claims & is using predatory business practices to take money after cancelation. DONT BUY THIS PRODUCT

    SmileActives

    Date: 09/08/2023

    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 6/15/23, and your initial order for a 30-day introductory supply was sent the following day.

    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; this information is clearly stated on the order page of our website.

    As with any product, results vary for each individual. 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.  Every shipment is covered by our 60-day Money Back Guarantee. If not satisfied for any reason, 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 each shipment's invoice or on our website.

    On 7/14, 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.  

    We attempted to process your 2nd payment for the 2nd shipment on 8/17, but the request was declined by PayPal.  This activated the auto-billing system to send monthly notices informing of the balance due.

    On 9/6 we received your written correspondence regarding the billing notices.  A response was emailed to you explaining the total cost, payments for the 2nd shipment and providing customer service contact information. 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 9/6. 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 the remaining balance has been cleared.

    Your smileactives account is now closed, and nothing further will be shipped or billed.

    Sincerely,

    ****************
    Contact Center Operations Director
  • Review fromJudy P

    Date: 08/27/2023

    1 star

    Judy P

    Date: 08/27/2023

    This smileactives is a scam!!!!!! DO NOT GET INVOLVED. They lie they cheat and take your money! The product does not work

    SmileActives

    Date: 09/12/2023

    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 6/25/23, and your initial order for a 30-day introductory supply was sent the following day.

    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; 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.

    As with any product, results vary for each individual. Some people may see results in 3-7 days; for some it will take a little longer. This process is a gradual one.  Every shipment is covered by our 60-day Money Back Guarantee. If not satisfied for any reason, 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 each shipment's invoice or on our website.

    On 7/26, 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.  

    On 8/5, per your phone request your account was cancelled. Information regarding the remaining balance due for your 2nd 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.

    On 8/26, the 2nd payment for your 2nd shipment was charged as scheduled. Also, on 8/26 we received your phone inquiry about the charge.  Your account status as cancelled was confirmed; the billing and remaining balance for the 2nd shipment explained.  Although our records did not indicate that any returns had been received at that time (or to present date), as a courtesy the remaining balance was cleared, and a full refund issued prior to the receipt of your return.   

    On 8/27, an email confirming cancellation, refund and balance cleared was sent to the email address provided with your initial order (which differs from the email provided with this review).  

    On 8/28, our records indicate you spoke with a supervisor at which time information was again provided confirming cancellation and refund.  You inquired about the refund for your initial order.  As an additional courtesy this order was also refunded prior to the return being received.  

    Your smileactives account is now closed, and nothing further will be shipped or billed.

    Sincerely,

    ****************
    Contact Center Operations Director
  • Review fromTyler S

    Date: 08/27/2023

    1 star

    Tyler S

    Date: 08/27/2023

    This is an absolute scam of a company with even worse customer service. I got signed up for an auto subscription without my knowing. Chatted with customer service to cancel and they said in order to do so Id have to return the product. Fine, whatever, did that, and somehow never got my money back. Next month they charge me AGAIN, and their response this time is sure we can cancel the future subscription, however all prior ones must be PAID beforehand. Youre telling me I have to pay for product that does not work, I did not sign up for, and cant get my money back when I follow your instructions to ***?!?!? Minus a million stars if possible

    SmileActives

    Date: 09/12/2023

    Dear *****,

    Thank you for your review. We appreciate the time you have taken to let us know about your experience.

    Please be advised that while cancelling an account stops all future shipments, it does not cancel the balance due for orders already shipped prior to cancellation; they will continue to bill until paid in full or are returned for credit within the 60-Day Money-Back Guarantee.  Once a return is received within the 60-day timeframe any remaining balance is cleared and a refund issued (less s&h).

    Unfortunately, we are unable to locate a smileactives order in your name with the information provided in your review.  In order for us to review your concerns we will need the name and full address where the shipments were sent, the email tied to your initial order or an order number. Please email this information to ************************************************

    Once we receive this information, we can better address your concerns and will take any action needed on your behalf.

    Thank you for your understanding in this matter.  

    Sincerely,

    ****************
    Contact Center Operations Director
  • Review fromJerry K

    Date: 08/23/2023

    1 star

    Jerry K

    Date: 08/23/2023

    This is a bogus Company, They are scamming everyone !! do not fall for it !! they charge you and do not give your money back they must be shut down !! I just wanted to try it and now they want to ship me more, I cancelled my order balance but they insist I owe them a balance for s*** I am not going to get or want !! complete ******** !! SCAM I am going to fight them all the way. only one person who answers the calls and she is difficult to understand not AMERICAN PRODUCT OR REAL COMPANY !!!!

    SmileActives

    Date: 09/08/2023

    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 7/2/23, and your initial order for a 30-day introductory supply was sent 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 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 8/3, 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.  

    On 8/22, per your phone request your account was cancelled.  Return instructions were provided as well as information regarding the remaining balance due and payments scheduled for your 2nd shipment; since orders that have already been shipped will continue to bill until paid in full or returned for credit within the 60-day Money Back Guarantee.

    On 8/29, you provided a tracking number for your return which had not yet been received.  A refund was issued (less s&h per our satisfaction guarantee) and the remaining balance was cleared.  

    Your smileactives account remains closed with nothing further to be shipped or billed.

    Sincerely,

    ****************
    Contact Center Operations Director
  • Review fromkim z

    Date: 08/21/2023

    1 star

    kim z

    Date: 08/21/2023

    Auto-enrolls you in the subscription plan ($30/month) the first time you make a purchase. Youre NOT notified its a subscription until you receive the purchase confirmation email. There are no further notification emails that you will be shipped additional products, they just show up - meaning that you do not have the opportunity to adjust or cancel the subscription that you unknowingly paid for. Their website has an unusable chat feature and the only way to cancel your subscription is via phone - at which point, the customer service rep presses multiple times for details on why youre canceling and offers additional products at a discount. Not to mention, youre forced to pay for the full 3 months even after cancelling. The company lists in one of their responses the products are also shipped with information reiterating the terms and benefits of membership, and includes the next scheduled shipment date as well as the shipment's total cost, and payment schedule on the enclosed invoice - we received the first shipment without an invoice or email notification, coincidentally making it impossible to make a return. Predatory business practices, completely unusable website, and pushy, unhelpful customer service. An absolute scam.

    SmileActives

    Date: 09/08/2023

    Dear ***,  

    Thank you for your review. We appreciate the time you have taken to let us know about your experience.

    We do make every effort to 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 clearly stated in bold font on the order page prior to any personal information being entered. Additionally, before a membership purchase can be submitted, customers must also 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.  

    Our records reflect that you enrolled online for automatic shipments of smileactives on 7/16/23, and your initial order for a 30-day introductory supply was sent the following day. On 8/16, your first auto-replenishment 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.  

    Email notifications prior to auto-replenishment shipments are not automatically sent because customer enrolled in the member program can manage their subscription online through our dedicated member site, including access to past and future shipment information, the ability to customize future shipments, and shipping frequency.  Also, as you mention from a previous response, shipments normally include an invoice/packing slip that notes the next scheduled shipment date as well as the shipment's total cost, and payment schedule.  We regret to learn that you did not receive one in your initial shipment.  Replacement invoices can always be requested through customer service, especially if a customer wishes to take advantage of the ****** Money Back Guarantee available.   

    On 8/21, per your phone request, your account was cancelled.  Information was provided regarding your 2nd shipments remaining balance because 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.  Your account reflects that you opted to pay off the remaining balance for this shipment when the cancellation was processed.

    Rest assured, your customer service experience has been reviewed and will be used to improve our service going forward.  We appreciate your feedback about your experience, as we strive to provide only 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 fromKari D

    Date: 08/16/2023

    1 star

    Kari D

    Date: 08/16/2023

    I wanted to try a bottle but was enticed into ordering a 60 day supply (2 bottles) for a better price. I kept receiving and being charged for product, just to find out I had somehow signed up for a subscription? I would have never signed up for a subscription had I known I was doing so. I called the company, and they insist I owe them $88+ and want to send me more. I don't need more, and I don't want more.If this company wasn't so dishonest, I would probably order again in the future, but now I know (and will warn others) that they are predatory and deceitful.

    SmileActives

    Date: 09/08/2023

    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 7/4/23. Your initial order for a 30-day introductory supply (with a buy-one-get-one-free promotion) was sent 7/5 and billed in full to the PayPal account 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 regarding the terms of the online offer and the continuity program are provided in the shopping cart 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 shipments and associated charges was provided by checking this box to complete your order. The products are also shipped with information reiterating the terms and benefits of membership including the next scheduled shipment date and 60-Day Money Back Guarantee available.   We regret if the offer was 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.

    On 8/3, your 2nd shipment (a 90-day full-sized supply, with total cost split into 3 monthly payments) began processing for delivery.  Although we received an approved payment authorization for the 1st payment at this time, when your 2nd shipment was sent on 8/4, the request to finalize that authorized payment was declined: this activated the system to send monthly billing reminders of the balance due.

    Also on 8/4, per your phone request, your account was cancelled.  Please be advised 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 return within the 60-day Money Back Guarantee.

    As a gesture of goodwill, the remaining balance due for your 2nd shipment has been cleared prior to any returns being received.

    Your smileactives account remains closed, with nothing further to be shipped or billed.

    Sincerely,

    ****************
    Contact Center Operations Director
  • Review fromRose T

    Date: 08/15/2023

    1 star

    Rose T

    Date: 08/15/2023

    Every two months they send and bill me for a product I've repeatedly returned. The Manager is always too busy to talk and the operator say they will issue full credit. Today will be my fourth attempt to get a credit. I am at the point where I may close this ************ account and open another just so they CANNOT access my account in the future. Since I'm making multiple calls per week to end this, I might as well be calling all my automatic payments accounts with my new account info.

    SmileActives

    Date: 09/08/2023

    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 4/2/23, and your initial order for a 30-day introductory supply was sent 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.

    On 5/3, 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.  Also, on 5/3 we received your phone request to cancel. We regret to learn while reviewing your experience that your request to cancel your membership was not correctly processed at this time and would like to apologize for any inconvenience which resulted.

    On 5/25 your 2nd shipment was processed as returned at our facility, within the 60-Day Money Back Guarantee, at which time a refund (less s&h per our satisfaction guarantee) was issued, and the balance cleared.
     
    On 8/3, your 3rd shipment (a 90-day full-sized supply, with total cost split into 3 monthly payments) was sent and the 1st payment charged at the time of shipping.  

    Also on 8/3, per your phone request your account was cancelled.  Due to previous notations about the promised cancellation on 5/3, a refund was issued for the order in transit prior to any return.  We regret to learn while reviewing your experience that due to an error when this refund was processed only a partial credit was issued.
     
    You informed us on 8/15 that you had returned the shipment, at which time the remaining refund was issued (less s&h per our 60-day Money Back Guarantee).  

    As a token of our apology the remaining s&h charges for your 3rd shipment were refunded 8/22.  

    Thank you for your feedback.  Rest assured, your customer service experience has been reviewed and 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

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