Reviews

Review Details

• Review fromEric S

  Date: 11/04/2024

  1 star

  Eric S

  Date: 11/04/2024

  Total scam! Had no idea I was signing up for a reoccurring payment 1st of all. Just wanted to try the product. They never sent tracking and I never received my order. Tried to cancel online but when you hit 'cancel' only a white box pops up. Then they took their 'sign in to account' down off the web site for weeks. By that time they sent another box (that I haven't received AGAIN!). So I called and canceled and was offered a refund for my 1st box that never came. Told them to stop charging me, I never received the product and I'm done. Now today I received a bill in the mail for $173! For What?!?! This is ridiculous and they should be shut down! It is a scam and they are ripping people off!

  SmileActives

  Date: 12/07/2024

  Dear ****,
  
  Thank you for your review. We appreciate the time you have taken to let us know about your experience.  We apologize for any inconvenience you may have experienced due to recent changes to the smileactives online account member access portal.  We are upgrading the system; access for active members will be restored.  In the meantime, our website offers 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.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives on 6/25/24.  Your 2nd shipment, which was initially scheduled for 7/25 was postponed twice via your online account self-management access; first until 8/31 then again until 10/22.   We were unaware that you had not received your initial order until you contact us on 10/22.  When you declined a replacement, an exception to our 60-day money back guarantee was made and a refund issued.  Your subscription was cancelled at that time per your request, but the full-size replenishment kit had already been processed for delivery on 10/21 and could not be stopped from shipping.  The reason you received the bill is because ****** declined the request to finalize the payment for that shipment although we had received a payment authorization prior to shipping.
  
  We regret any frustration you experienced due to the issues with delivery. We were unaware that you did not receive this 2nd shipment as we have not heard from you since the order was shipped.   The balance due of $173.96 has now been cleared.  Your account remains inactive with a zero balance.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director

• Review fromGlendon W

  Date: 10/18/2024

  1 star

  Glendon W

  Date: 10/18/2024

  They lied on the 2 for 1 you know buy 1 get 1 free They trick you into upgrading your order then charge you for the 2 bottles you get plus an extra payment so you don't get anything free They lie don't buy

  SmileActives

  Date: 12/07/2024

  Dear *******,
  
  Thank you for your review. We appreciate the time you have taken to let us know about your experience.
  
  We try to make our offers as clear as possible.  At the time of purchase, customers are informed of other promotions available.  One of those is to either begin with the standard introductory 30-Day Entry supply or a full-sized 90-Day supply. At the time of your initial purchase, our records reflect that you accepted the 90-day offer.  We regret if you found the offer unclear in any way.
  
  This 90-day introductory kit was a Buy One Get One free promotion.  Your order included two of the full-size Whitening Gels enough to last 6 months (plus 3 Whitening Pens) for the cost of a 3-month (90-day) supply.  The cost was 3 times the price for the 30-day introductory kit and therefore split into 3 payments.  We received your return on 11/5 at which time a full refund was issued and the remaining balance cleared.  Your account remains closed with nothing further to be shipped or billed.  We apologize for any confusion regarding your initial order.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director

• Review fromDeborah R

  Date: 10/16/2024

  1 star

  Deborah R

  Date: 10/16/2024

  Product doesnt work, Difficult to cancel subscription after cancellation continues to send shipments and charge your credit card

  SmileActives

  Date: 12/07/2024

  Dear *******,
  
  Thank you for your review. We appreciate the time you have taken to let us know about your experience.
  
  We each have our own set of expectations when we try a new product.  Results vary for each individual and for each product. Some people may see results in 3-7 days when using smileactives as recommended; 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.
  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 continue to bill until paid in full or return for credit within the 60-Day Money-Back Guarantee.
  
  Our records reflect that your subscription was cancelled 10/16/24 and a refund issued for your last shipment.
  
  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 and 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.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director

• Review fromPatrick c

  Date: 10/10/2024

  1 star

  Patrick c

  Date: 10/10/2024

  Theyre a major rip off. They claim a money back guarantee but they make it extremely difficult to get a refund. And the product *****. Stay away.

  SmileActives

  Date: 12/07/2024

  Dear *******,
  
  Thank you for your review. We appreciate the time you have taken to let us know about your experience.
  
  Every smileactives shipment is covered by a 60-day Money Back Guarantee which states: If for any reason you're not completely satisfied, just return the containers within 60 days of receipt, and you'll get a full refund of the purchase price (minus any initial shipping and handling),even if the containers are empty.
  
  Per our records you called us the afternoon of 10/6/24 regarding an order you had placed that morning.  You stated that you had submitted the order accidentally and had not intended to order.  At the time the order had already processed for shipment and could not be stopped.  The subscription was cancelled which stopped future shipments; information was provided regarding return instructions and the 60-day Money Back Guarantee. **** tracking indicates the order was delivered to you on 10/11/24.  Although your shipment had not been returned,as an exception and goodwill gesture a refund was issued on 10/12.
  
  Your smileactives account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director

• Review fromMaddie

  Date: 10/06/2024

  1 star

  Maddie

  Date: 10/06/2024

  These customers are 100% correct. I purchased ********************** on August 29, 2024, when I realized an email they enrolled me for on going orders which I did not want or sign up for. Three days later on September 1, 2024, I called to cancel my order and boy it was difficult finally a Supervisor got on the phone and said she will cancel my order. I sent it back immediately when I received it and did not open the box but stuffed my information in it for returning as requested and sent **** Tracking and the item was received on September 10 2024 by Smileactives. Still waiting for a refund. These are scammers my warn to all is check with the BBB before signing up for purchasing anything. PS gyms are big scammers too.

  SmileActives

  Date: 12/07/2024

  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 make our offers and promotions for smileactives as clear as possible online and by phone.  We do not automatically enroll customers in a subscription for replenishment shipments unless they purchase an offer that includes one such as the special discounted Buy One Get One Free 30-day introductory kit you purchased in August.  One-time purchases are available but only at retail pricing.
  
  Your subscription was cancelled via your Live Chat request on 9/1 and confirmed when you spoke with us on 9/4 at which time return instructions were provided.  Please be advised that a returned shipment must go through several steps to be scanned in, processed, and have credit issued for the returned items to the appropriate account: this may not always occur instantaneously at the time a return's tracking information indicates delivery to our facilities. We will always do our best to process returns and issue refunds as quickly as possible. Once received, we ask that customers please allow up to 7 -10 business days to process the refund, per our Guarantee policy. Your refund was issued, and your account remains cancelled.
  
  We regret if you found the offer you purchased unclear in any way.  You will receive no future shipments or additional charges.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director

• Review fromShelly T

  Date: 09/28/2024

  1 star

  Shelly T

  Date: 09/28/2024

  This is an entrapment. Currently stuck in an auto shipment that I did not sign up for. They are not allowing me to get out of the subscription - the subscription I NEVER SIGNED UP FOR. Have placed many calls and tried to un-subscribe online but the charges keep coming. AGREE WITH ******************* FOR THIS TRAP! NOT A GOOD COMPANY! NO BIG DIFFERENCE IN TEETH COLOR. BAD BAD BAD AND EXPENSIVE EXPERIENCE OVERALL. STILL NOT OVER!

  SmileActives

  Date: 12/06/2024

  Dear ******,
  
  Thank you for your review. We appreciate the time you have taken to let us know about your experience.
  
  Our records reflect that your subscription was cancelled when you first requested on 9/28.  You were informed of the balance remaining for the full-size 90-day supply that you had just received and provided return instructions so the shipment could be returned for credit.
  
  Please understand although cancelling stops future shipments it does not cancel any remaining balance due for orders already shipped prior to cancellation.  Every shipment has a 60-day money back guarantee; if received within 60 days of receipt a refund is issued and any balance remaining cleared.  We regret any frustration, but you continued to see charges because your 2nd shipment never reach us to be processed as returned.  Also, when you disputed the charged on 11/12 with your financial institution, although it created a credit for the disputed amount with your credit card it reinstated the cost of the shipment as a balance due.  The auto billing system was activated to send monthly reminders of this balance.
  
  Although your account does not reflect any returns received to present date, as a goodwill gesture, the remaining balance has been cleared.  Your account remains closed with nothing further to be billed.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director

• Review fromStephen V

  Date: 09/10/2024

  1 star

  Stephen V

  Date: 09/10/2024

  Got stuck in an auto shipment scam that I didnt want. I ordered once to try it & within 2weeks another showed up with a much larger bill! I called to cancel ****************** kept coming! DONT USE SMILES ACTIVE WHITENING! THEY USE FRAUDULENT ENTRAPMENT!

  SmileActives

  Date: 12/06/2024

  Dear *******,
  
  Thank you for your review. We appreciate the time you have taken to let us know about your experience.
  
  We apologize for any confusion regarding your smileactives membership and billing.  Our records reflect that you purchase one of our online **** offers of a 30-day introductory kit.  As we have responded before, offers for one-time purchases are available, but all of the **** special offers include auto replenishment shipments.  When you cancelled your account a month after your initial order the full-size 90-day kit had already been processed for delivery.   While cancelling stops any additional shipments it doesnt stop payments scheduled for orders already processed/shipped.  They are charged as scheduled unless the shipment is returned for credit within the 60-day money back guarantee.  The cost of your 2nd shipment, the 90-day size, was cost split into 3 installments to be billed over 31-day billing cycles.  Since that shipment was not returned the remaining installments were charged as scheduled.  We regret it you found the terms of your purchase unclear in any way as we try to make the online offers as clear as possible.
  
  Your account remains cancelled with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director

• Review fromCJ P

  Date: 09/04/2024

  1 star

  CJ P

  Date: 09/04/2024

  ******! ************ has a business model that whether you know it or not you are 'subscribing' to auto deliveries and recurring charges to your credit card. While the product may work in some cases it is not worth the hassle of ordering. It took me ********************************************************************************************************************* refund my card (a charge I have marked as fradulent).

  SmileActives

  Date: 11/27/2024

  Dear **,
  Our business model includes one-time purchases with no subscription as well as discounted offers that include auto replenishment.  We try to make the offers for smileactives as clear as possible online and by phone as stated in previous responses. Customers are welcome to choose between one-time individual purchases at retail pricing or the special offers on introductory kits which include a subscription. No minimum purchase is required, the subscription can be cancelled at any time and all shipments are back by a 60-day money back guarantee even if bottles are empty. 
  Our records reflect that you took advantage of the Buy One Get One Free promotional offer for a 4-pc 30-day introductory kit.  All the Buy One Get One specials include a subscription.  When this offer is selected information about the replenishment shipments is provided 3 times on the website before any personal information is entered.  Also,the **** offers require customers to check an empty 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.  The order cannot be submitted unless this box is checked.
  Your account was cancelled when you contacted us on 9/4, but the auto shipment had already been processed for delivery the day before and could not be stopped.  When the shipment was returned the remaining balance was cleared since you had already been refunded via a payment reversal/chargeback when you disputed the charge.  The account remains inactive with nothing further to be shipped or billed.
  Sincerely,
  ****** *.
  Contact Center Operations Director

• Review fromJess L

  Date: 09/04/2024

  1 star

  Jess L

  Date: 09/04/2024

  Bought and paid for two shipments but they keep sending me bills for things I never received. Stay far away from them or you'll be charged over and over again for nothing.

  SmileActives

  Date: 11/27/2024

  Dear ****,
  Thank you for your review. We appreciate the time you have taken to let us know about your experience.
  We apologize for any confusion you may have experienced regarding billing for your 2nd shipment.  We only sent two shipments,but the second one was a 90-day supply, 3 times the size of your 30-day entry kit and therefore three times the price.  The larger replenishment shipments are billed in 3 monthly installments instead of being charged in full when they are shipped.  We received the first installment when your 2nd shipment was sent but when we attempted to billed the 2nd installment a month later the request was declined by your financial institution.  At that time the auto billing system was activated to send monthly notices advising of the balance remaining for that 2nd shipment.  When we received your written correspondence on 10/10 the remaining balance was waived as a gesture of goodwill.
  We hope this information is helpful. Your smileactives account remains closed.
  Sincerely,
  ****** *.
  Contact Center Operations Director
  
  

• Review fromFrank W

  Date: 08/30/2024

  1 star

  Frank W

  Date: 08/30/2024

  This is a **** subscription organization. They hide the fact that you are subscribing to their product and then when you try to quit with them they keep on charging you anyway. Stay far far away.

  SmileActives

  Date: 11/27/2024

  Dear *****,
  We make every effort to as forthcoming and clear regarding our promotions and offers for smileactives via the website, TV infomercials, inbound sales phone line,print materials, product packaging and billing. regret if you found our offers unclear in any way.  Customers purchasing any special offer that includes a subscription are informed several times before an order can be submitted that they will receive automatic replenishment shipments until they contact customer service to cancel or make changes to their membership.  One-time purchases are available without automatic replenishments, but the one-time offers are only offered at retail pricing.  All the Buy One Get One specials include a subscription.  The cost of full-size 90-day replenishment kits is split into 3 installments.  When a subscription is cancelled it stops any future shipments but does not cancel any balance still due for a replenishment kit that has already been shipped unless that kit is returned for credit.   Every shipment is covered by a 60-day Money Back Guarantee.  We regret if you found our offers unclear in any way. 
  Sincerely,
  ****** *.
  Contact Center Operations Director