Reviews

Review Details

• Review fromToby S

  Date: 03/02/2023

  1 star

  Toby S

  Date: 03/02/2023

  Complete scam.First- The product doesn't work Second- I ordered and paid for the trial pack with no intention of a subscription. Then I received more. I contacted them to get an RA for the return and cancel the subscription. They do not issue RA's so you have to ***************** mail to prove you returned it. They continued to send me invoices for the returned merchandise. I continued to call to dispute the charges to no avail. They sent more letters saying I was being turned over to collections. and away we go. Just get the stuff from your dentist.

  SmileActives

  Date: 03/09/2023

  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 11/19/22, and your order for an introductory 30-day supply was sent on 11/21. 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. The products are also shipped with information reiterating the terms and benefits of membership. 
  
  Per the terms of the offer, on 12/20, your 2nd shipment (a full-sized 90-day supply, with total cost split into 3 installments) began processing for delivery. As we received payment authorization for its 1st installment from PayPal, this shipment was sent on 12/21; however, our request to finalize this payment was declined, leaving the full balance due for the shipment. Monthly balance due reminders have therefore been sent.
    
  On 12/21, your account was cancelled per your chat request, and information regarding the balance due for your 2nd shipment was 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: they will continue to bill until paid in full or returned for credit within the 60-Day Money-Back Guarantee.
  
  On 1/6/23, per your phone call to inform us that you had refused your 2nd shipment on arrival, it was explained that the balance still due for the shipment would be removed on receipt of your return. Unfortunately, returning a product via "Return to Sender" - without verifiable proof of mailing - can result in a package never being received back to our facilities to process a return credit.   
  
  Per your call on 3/2, it was confirmed your 2nd shipment had not yet been received as a return; your payment for the balance owed was processed to the provided card at this time.  
  
  While our records do not reflect your 2nd shipment has been received as a return yet, as a gesture of goodwill, the payment posted for this shipment on 3/2 has now been refunded.  Please allow 3 - 5 business days for credit to be reflected. 
  
  Your smileactives account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Review fromDenise O

  Date: 03/01/2023

  1 star

  Denise O

  Date: 03/01/2023

  I agree with all the complaints below. Unethical business practices. Also....realize that with the way the "subscription" is set up, you are paying $90 PER TUBE OF TOOTHPASTE! Outrageous. Even $60 is too much. No wonder they have no BBB good rating....I should have checked before I got roped in. Thank you.

  SmileActives

  Date: 03/09/2023

  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 10/15/22, and your initial order for an introductory 30-day supply was shipped on 10/17. 
  
  We do make every effort to be forthcoming regarding our promotions, offers, and satisfaction guarantee available for smileactives via the website, TV infomercials, inbound sales phone line, print materials, product packaging, and billing. Information regarding the terms of the online offer and the continuity program is provided in the shopping cart in bold font which is the same size text as the rest of the page, prior to any personal information being entered, and before customers may finalize their membership purchase they must check a box that states they agree to the provided terms of the purchase.
  
  More specifically, the offer you purchased states that: "One month after your first order is shipped, and then every three months thereafter, you will be sent a new three month supply of smileactives 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, unless you call or visit www.smileactives.com/account to cancel. There is no commitment and no minimum to buy. All orders are subject to applicable sales tax." The products are also shipped with information reiterating the terms and benefits of membership. We regret if you found this offer to be unclear.
  
  On 11/16, your 2nd shipment (a full-sized 90-day replenishment supply, with total cost split into 3 installments) was sent as scheduled, with the 1st installment charged to the credit card on file when it shipped; the remaining 2 installments were charged as scheduled on 12/17 and 1/17/23.  
  
  On 2/16/23, your 3rd shipment (another full-sized replenishment supply, with total cost split into 3 installments) was sent as scheduled, with the 1st installment charged to the credit card on file when it shipped.   
  
  Per your phone request on 3/1, your account was cancelled and the remaining payments scheduled for your 3rd shipment were confirmed.
  
  While our records do not reflect your 3rd shipment has been received as a return, as a gesture of goodwill, the remaining balance for it has been removed. 
  
  Your smileactives account remains closed, and nothing further will be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Review fromJeff P

  Date: 02/26/2023

  1 star

  Jeff P

  Date: 02/26/2023

  Deceptive disreputable and underhanded business who makes the consumer go through contortions to cancel an account.

  SmileActives

  Date: 03/03/2023

  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 12/26/22, and your order for an introductory 30-day supply was sent the next day. 
  
  We do 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 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 regarding the terms of the online offer and the continuity program is provided in the shopping cart prior to any personal information being entered, in bold print of the same size font as the rest of the page. 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. 
  
  Per the terms of the offer, on 1/26/2023, your 2nd shipment (90-day replenishment supply, with total cost split into 3 installments) was sent as scheduled, with the 1st installment charged to the PayPal account on file when it shipped.    
  
  Also on 1/26, per your phone request, your account was cancelled and information regarding your 2nd shipment's payment schedule was 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: they will continue to bill until paid in full or returned for credit within the 60-Day Money-Back Guarantee. Therefor the 2nd installment was charged as scheduled on 2/26.
  
  While our records do not reflect your 2nd shipment has been received as a return, as a gesture of goodwill, the remaining 3rd payment which was due has now been cleared. 
  
  Your smileactives account remains closed, with nothing further to be shipped or billed. 
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Review fromClaire G

  Date: 02/23/2023

  1 star

  Claire G

  Date: 02/23/2023

  I'm currently on hold with their customer service. They make it IMPOSSIBLE to cancel and charge you for products even when you postpone. AWFUL. Please investigate them!

  SmileActives

  Date: 03/01/2023

  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 12/21/22, and your order for an introductory 30-day supply was sent the same 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, including the next scheduled shipment date as well as each shipment's payment schedule listed on the enclosed invoice.
  
  Per the terms of the online offer, on 1/23/23, your 2nd shipment (a 90-day full-sized supply, with total cost split into 3 installments) was sent as scheduled, with the 1st installment charged to the card on file when it shipped; the 2nd installment was charged as scheduled on 2/23. 
  
  Also on 2/23, per your Live Chat request, your account was cancelled and information regarding your 2nd shipment's remaining balance due was provided.  Please be advised that while cancelling an account stops all future shipments, it does not cancel the balance due for orders sent prior to cancellation. 
  
  While our records do not indicate your 2nd shipment has been received as a return, as a gesture of goodwill in an effort to fully resolve the matter, the remaining 3rd payment which was due for this shipment has been cleared. 
  
  Your smileactives account remains closed, and nothing further will be shipped or billed. 
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Review fromEsther W

  Date: 02/13/2023

  1 star

  Esther W

  Date: 02/13/2023

  It’s a scam. Lying, thieving scam. You can’t stop them from sending products. Company must be investigated

  SmileActives

  Date: 02/17/2023

  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 12/13/22.   
  
  We do 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 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, and 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. 
  
  Per the terms of the offer, on 1/13/23, your 2nd shipment (a 90-day supply, with total cost split into 3 monthly installments) was sent as scheduled, with the 1st installment charged to the card on file when it shipped.   
  
  Also on 1/13, your account was cancelled as you requested, 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 sent prior to cancellation: they will bill as scheduled until paid in full or returned for credit within the 60-Day Money Back Guarantee. 
  
  The 2nd payment was charged as scheduled on 2/13, as explained during your call to us on this date. 
  
  On 2/16, 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 this amount due once more for your 2nd shipment, as it has not been received as a return to present date.  
  
  As a gesture of goodwill, the remaining balance which was due for your 2nd shipment - along with the balance created by the payment reversal - has been removed, without any returns received. Your money-back guarantee has also been extended by an additional 30 days, so it is available until 4/13/23. If you would like to take advantage of the satisfaction guarantee available for your 2nd shipment, you can simply return the product(s) - even if empty - within the extended guarantee period, for a full refund of your purchase price (minus shipping and handling) by following the instructions on the shipment's invoice. 
  
  Your smileactives account remains closed, and nothing further will be shipped or billed. 
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Review fromLynn G

  Date: 02/13/2023

  1 star

  Lynn G

  Date: 02/13/2023

  I have to agree with the commenters below. The company makes it deliberately very difficult to cancel a subscription. The AI chat is useless; the conversations w/ customer service reps do not result in the requested actions -- in my case, to cancel a subscription. I contacted customer service earlier this year after receiving multiple shipments and charges. After one long exchange (text or phone) to cancel my order, the message I received was that the account was "updated." Hmmm. That's not what I requested. Another round and additional charges and deliveries and I have returned two packages by mail (do I have faith that these will be refunded???) and reiterated my wish to cancel and ... lo and behold, another charge arrived this week. I have finally taken the step I should have taken earlier and blocked this payment from PayPal. At least I'm not the only one?

  SmileActives

  Date: 02/17/2023

  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 twice for automatic shipments of smileactives on 11/30/22; both offers you purchased included membership in our automatic replenishment program. 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. 
  
  Your 1st introductory-sized kit was sent on 11/30/22, and the 2nd was sent on 12/2/22; your 1st full-sized shipment was sent on 1/4/23. 
  
  Per your Live Chat request on 1/7, your subscription for a single Power Whitening Gel was cancelled. Your 2nd subscription (for a 4-piece kit with Power Whitening Gel and Advanced Whitening Pens) remained active. We regret if it was your intent to cancel both memberships at this time.
  
  Your 2nd full-sized shipment (the 4-piece set) was sent on 1/9/23.
  
  Per your phone inquiry on 1/17/23, information was provided about the billing for your 4-piece kit, and return instructions were also provided.   
  
  On 2/16/23, both your full-sized shipments were processed as returned at our facility, within the 60-Day Money Back Guarantee, at which time the remaining balances were cleared and refunds were issued. Per the terms of our 60-Day Money-Back Guarantee, s&h charges were not refunded.  
  
  We regret to learn that you found the cancellation process difficult. On reviewing your chat, we note that you were offered information about options for membership management prior to connecting with a Live Chat Agent, as you stated that you had enjoyed using smileactives products. We do want to ensure members are aware of all of their options and benefits available with our flexible membership program, as auto-delivery is a convenient and affordable way to achieve and maintain your whitest smile; additionally, we want to ensure that customers are able to clarify any questions at the time cancellation is processed. 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 fromMorton H

  Date: 02/11/2023

  1 star

  Morton H

  Date: 02/11/2023

  Whole promotion on TV a lie! They offer 2/1 at 24.95 but then tell you you must subscribe to their program , and it will cost much more. Of course they say you have 60 days to cancel, but who would believe that after all the lies? I agreed to the original deal, but of course said "no" after all the story changes. I am so tired of all the misinformation attempts! C'mon! Just be honest and tell the truth!

  SmileActives

  Date: 02/20/2023

  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 via the website, TV infomercials, inbound sales phone line, print materials, product packaging, and billing. We regret if you found the offer referenced to be unclear in any way.
  
  We would like to clarify that 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 able to take advantage of many great benefits including discounted prices, free gifts, the ability to customize future shipments, and the ability to customize shipping frequency. 
  
  Our records reflect that you enrolled online for automatic shipments of smileactives on 2/6, and your initial order (a 30-day introductory supply) was sent and billed in full on 2/8.  
  
  Per your phone request on 2/16, your smileactives account was cancelled; nothing further will be shipped or billed unless you choose to place a new order in the future.    
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Review fromSeema K

  Date: 02/06/2023

  1 star
  Terrible experience. I have 3 subscription vitamins that charge me and send me exactly what was promised and make it easy to pause or cancel when I have too much.
  Smileactives makes it frustrating and difficult to cancel. Then they act like they’re doing you favors. They are going to charge me for the next 3 months for a bigger more expensive new product that I never signed up to receive and that I am returning. The gel did not work for my husband and
  I. I like the toothbrush but will never give Smileactives an opportunity to scam me again into buying something (even a replacement brush head).
  THERE IS NO WAY TO DELETE YOUR PAYMENT INFORMATION on the website. So I now have to reach out to my credit card company to block them from charging me in the future fake prices for unwanted products.

• Review fromDarla H

  Date: 01/30/2023

  1 star

  Darla H

  Date: 01/30/2023

  SmileActives is a scam! Read the reviews below - they respond with the same copy-and-paste message I guess their lawyer has given them. They advertised an offer to "try" their product with a buy-one-get-one-free. Nowhere on the form was there an option to either opt-in or opt-out of a subscription; I do not remember any mention of a subscription at all, the entire offer was to "try" their product. Yeah it's 100% a scam - beware! You are automatically enrolled in their subscription and they instantly, within 2 weeks, sent me another big tube of product demanding $88.50 via email and mail. It took me 3 calls to get the subscription cancelled. I had to literally call and say nothing but "I am calling to cancel my account" over and over again until the representative got sick of trying to talk me into staying in the subscription (that I never signed up for) - they tried everything like, "can we postpone your next order for 6 months", and "what you don't like our product". When I said about 50 times "I am calling to cancel my account" their tone changed and I was able to get a cancellation email. Told them I didn't order the big tube, and they said they would knock a third of the price off if I just kept it rather than shipping it back. Using mailed checks so there is an audit-trail, and had witness when I called and they noted they would take off a payment. Who wants to do business with a company like this? They trap you in a subscription where you have to basically harass the company and beg to cancel the subscription you "never" signed up for - and they wouldn't show me proof where I agree to getting in a shady subscription to begin with. So beware, if it sounds too good like "try our product and get one free" it is too good to be true! Stay away from this company, they are a scam, and honestly afraid to use their product if they are this shady. Now watch, they will paste their same message on this as they have for the other 1,000 compliants.

  SmileActives

  Date: 03/07/2023

  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, please keep in mind that happy customers generally do not leave any kind of reviews regarding their experience; the reviews and complaints that the Better Business Bureau receives reflect only a small portion of our customers.
  
  We do make every effort to make membership offers as clear as possible: our website provides the terms in bold lettering, the same size text as the rest of the page, in effort to make this information stand out and draw a customer's attention. The ********************** are also shipped with information reiterating the terms and benefits of membership, as well as the shipment's total cost and billing schedule, the next scheduled shipment date, and information about our 60-Day Money Back Guarantee.   
  
  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 and free gifts (such as the buy-one-get-one-free promotion you purchased on 12/5/22, which was shipped the same day as ordered.)  
  
  Specifically, the offer you purchased states that: One month after your first order is shipped, and then every three months thereafter, you will be sent a new three-month supply of smileactives 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, unless you call or visit www.smileactives.com/account to cancel. There is no commitment and no minimum to buy. All orders are subject to applicable sales tax. We regret if you found this offer to be unclear.
  
  Per the terms of the offer, your 2nd shipment (a 90-day supply, with cost split into 3 monthly installments) was shipped on 1/5/2023, as payment authorization for its 1st installment had been approved by the PayPal account on file. However, when we requested to finalize that previously-authorized payment, the request was declined. This left the full balance due for the shipment.
  
  Per your phone request on 1/19, your account was cancelled and one of the 3 installments due for your 2nd shipment was also waived as a courtesy. Your 2nd check payment was posted on 2/3, at which time your account was paid-in-full.
  
  Your smileactives account remains closed, and nothing further will be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Review fromPreston B

  Date: 01/28/2023

  1 star

  Preston B

  Date: 01/28/2023

  The SmileActive electronic toothbrush stopped working between day 91-120..so less than 4 months in the product is defective. Upon calling to get a replacement electronic toothbrush I was told one would be shipped out to me and they apologized for the bad experience. But then the toothbrush never arrived! I called and they said too bad the order was canceled and I will not be getting a replacement! Soooo to conclude the product is defective and the company has NO INTEGRITY AND NO SHAME IN PUTTING OUT A VERY POOR PATHETIC PRODUCT!!! VERY DISAPPOINTED AND DISGUSTED!!!

  SmileActives

  Date: 03/06/2023

  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 8/30/22. 
  
  We regret to learn that you experienced issues with the Vibrite Sonic Toothbrush which was included with your introductory order. We do offer a 60-Day Money Back Guarantee for smileactives products: while the item was no longer within this guarantee period when you contacted us on 1/2/23, an exception was made to allow a replacement for it as a courtesy. However, due to a processing error, this replacement was not promptly shipped - we apologize for any inconvenience this may have caused.  
  
  Our records indicate that your product issue was documented by our Customer Specialists on 1/31, and your replacement item was delivered on 2/3.
   
  Your smileactives account remains active, with the next shipment scheduled for ****** We are grateful for your feedback, as we strive to provide only the highest quality products and service.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director