Reviews

Review Details

• Review fromJonathan B

  Date: 08/27/2024

  1 star

  Jonathan B

  Date: 08/27/2024

  Shady billing practices. Bought a trial package with 60 day money back guarantee. Didn't like the product, sent it back. Not only have I not been refunded, but they've charged my card two more times. Each time I've gone thru the chat service. Had the *** explain to me their policy. Told them I've sent the product back and no refund. Told I would get the refund 3-5 business days. Nope.... Just another charge and same discussion again with a CSR. I told them I was going to my bank to claim fraudulent charges. Was told I would get my refund. Will see, otherwise I will file complaints with BBB, my bank and the **********. STAY AWAY FROM THEM

  SmileActives

  Date: 10/30/2024

  Dear ********,
  
   Thank you for your review. We appreciate the time you have taken to let us know about your experience.
  
  We apologize for any frustration you experienced regarding returning your smileactives replenishment shipment.   When you contacted us 7/24/24 your account was cancelled per your request and your 2nd shipment was noted as pending return as it had not been received at that time.  Since that 2nd shipment (shipped 6/26/24) was a 90-day supply the cost was split into 3 payments to be billed in 31-day billing cycles.  While cancelling an account stops 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 are returned for credit within the 60-Day Money-Back Guarantee.
  
  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.  If the return does not include account or order information needed to locate the correct account or if the order is returned via "Return to Sender" without verifiable proof of mailing, it can at times result in a package never being received back to our facility to process a return credit.
  
  Although your smileactives account does not reflect that any returns have been received to present date on 8/27/24 a refund was issued for the recent charge as an exception to our advertised MBG. 
  Sincerely,
  
  ****** *.
  Contact Center Operations Director
  

• Review fromSara O

  Date: 08/27/2024

  1 star

  Sara O

  Date: 08/27/2024

  I ordered from a 2 for 1 special of Smile Actives. The 2 that came were half the size of a regular tube for the same price, so no good deal was provided. Then they began charging my credit card $29 every few months because ordering from that special automatically made me a "member" who will receive more of their mid unasked for product. I cancelled my unasked for membership and returned their product, at my expense. I told my credit card company and ****** that this was a scam and don't provide any further funds. Today I received a past due bill from SA for $90! This is not a legitimate business. Stay clear!

  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.
  Per our records you placed an order online 7/6/24 for a special Buy One Get One offer of our smileactives30-day Power Whitening Gel for $24.95.  The full-size 90-day tube retails for $89.85.  We do make every effort to make the offers as clear as possible on our websites,as well as by phone.  If a customer selects a special offer that includes a smileactives membership/subscription (such as the ***** they are informed that they will receive automatic shipments until they contact customer service to cancel or make changes to their membership.  Information about the automatic shipments is provided in several places before any personal information is entered. Before customers may finalize their purchase they must check a box that states they agree to the terms of the purchase including automatic replenishment ************ checking that box, you agreed to the terms of the offer. We regret if you found the offer unclear in any way.
  Your replenishment shipment (a 90-day supply)was sent 8/13.  Your account was cancelled on 8/14 and information provided about the shipment in transit and the available 60-day Money Back Guarantee.  While cancelling an account stops all future shipments, it does not cancel the balance due for orders already shipped prior to cancellation.  We received a payment reversal for this 2nd shipment from ****** on 8/15. While this chargeback created a credit with ****** it restored the cost of the full-size replenishment shipment as due and payable and activated the auto-billing process to send monthly notices for the balance.
  Your return was received on 8/22 at which time a credit was issued clearing the balance due.   Rest assured your smileactives account remains cancelled with a zero balance.  Nothing further will be shipped or billed.
  Sincerely,
  ****** *.
  Contact Center Operations Director
  

• Review fromSherry P

  Date: 08/18/2024

  1 star

  Sherry P

  Date: 08/18/2024

  Too much aggravation! I signed up for this product the beginning off June 2024 and after I received my first shipment I went to my account on their site and cancelled the auto-renewal. Surprisingly, a month later a payment was charged to by bank account for a shipment. When I contacted Smileactives via chat, **** said the cancellation did not go through so I was stuck with the order or return at my own expense. He assured me my auto-renewal was now cancelled, by him, and that was the end of it. I kept the order as I had already been charged. Now, another month has passed and there is another charge on my bank account from **************************** I need to go through my bank challenge the charge.The products are not bad but the scheming to force customers in to the auto-renewal is a very bad business practice.

  SmileActives

  Date: 10/25/2024

  Dear ******,
  
  Thank you for your review. We appreciate the time you have taken to let us know about your experience.
  
  We regret to learn that your initial attempt to cancel your account through your online account access was not successful.  We apologize for any frustration this may have caused. Your account does not reflect any contact via phone, chat, email or member self- management access until 7/17/24 when the account was cancelled per your LiveChat request.  When a cancellation is processed via any channel an automatic cancellation confirmation email is sent to the email address on file.  While cancelling stops all future shipments, it does not cancel the balance due for orders already shipped prior to cancellation.  Since your full-size replenishment kit was already processed for delivery and could not be stopped, return instructions were provided as the cost of the full-size kit is split into 3 installments which will continue to be billed until paid in full or the shipment is returned for credit within the 60-day Money Back Guarantee.  As you kept this 90-day shipment the 2nd installment was billed as scheduled on 8/18.  Although your account does not reflect any returns to present date as a goodwill gesture the remaining balance due has been cleared.
  
  Please be advised that we do offer the ability to purchase smileactives products without automatic replenishments. However, customers who choose to place one-time orders are only offered our retail prices.  All of the promotionally discounted offers (like the Buy One Get One) included a subscription which is stated on the website several times before an order can be submitted.
  
  We appreciate your feedback, as we strive to provide the highest quality products and service.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director

• Review fromJulia H

  Date: 08/13/2024

  1 star

  Julia H

  Date: 08/13/2024

  It doesn't work, and they continue to Bill even for items you did not request, even though the subscription has been canceled.

  SmileActives

  Date: 09/25/2024

  Dear *****,
  
  Our records reflect that you enrolled online for automatic shipments of smileactives 3/2/24 with the purchase of a two BOGO 30-day introductory kits.  Both were shipped on 3/4/24.
  We appreciate that you decided to try our smileactives products but regret that they did not meet your expectations.  Results vary for each individual and for each product. Some people may see results in 3-7 days when used as recommend; for some it will take a longer. This process is a gradual one.Please remember that there are a lot of factors that go into how long the process takes, such as age, medication, eating habits, dental work, etc. It all depends on the stains, how long they have been there, and how deeply rooted they are in the enamel.
  
  Your automatic replenishment shipment was a 90-day supply with the cost split into 3 monthly payments.   When you cancelled your account that stops future shipment, but it does not clear any balance due for a replenishment kit already processed for delivery or shipped.  Scheduled payments will continue to be billed until the balance is paid in full or the shipment is returned for credit within the 60-day Money Back Guarantee.
  
  Your account reflects that a refund was issued for your replenishment kit shipment and the remaining balance cleared in August.  Rest assured your smileactives account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director

• Review fromJoan A

  Date: 08/13/2024

  1 star

  Joan A

  Date: 08/13/2024

  Disgraceful and misleading company!!!!!I ordered this product because of the tv commercial. I didnt joined their subscription or membership. But, within a week I received an alert from my checking account that they withdrew money from my account. This transactions happened twice within a few days and, without my permission. Immediately, I called the bank to reported them and stopped them from withdrawing additional money. I also called their customer service to asked why the company withdrew money from my account without my permission. I was stunned when the customer service guy said that, Ive a balance of $75. I asked him, how could that be! I only ordered the 30 days initial trial from the advertisement and, now youve charged my account for more money. How outrageous and, a SCAM to get people to buy the product. I asked him to cancelled the product for a full refund, and I would be happy to return their product.A few days after my cancellation I received another package from them with another product which I never ordered. Total SCAM AND ILLEGAL!!!So, I returned all three products and, paid for the cost of shipping including other fees and, they only refunded me $20.23, instead of $53.39. I didnt received a full refund, as claimed, money back guarantee. But, I did file a complaint to the *** and other agencies about this company. I will continued to file complaints until they refunded me the balance that they owe me. Hopefully, no one else gets misled by this fraudulent promotion. As far as the product, it DOES NOT work. SHAMEFUL!!!

  SmileActives

  Date: 09/25/2024

  Dear ****,
  
  Thank you for your review. We appreciate the time you have taken to let us know about your experience.
  
  Per your account on 6/2/24, you purchased a special smileactives Buy One Get One Free offer for a 30-day introductory kit through our website.  As we have stated in responses to previous reviews, we make every effort to make the online offers as clear as possible.   All of the **** offers include a subscription that can be cancelled at any time.  The information about the automatic replenishment shipments included with these special offers is provided 3 times on the website before an order can be submitted.  In the shopping cart it is displayed in bold print to draw attention.  The information is provided the 3rd time beside an empty box that must be checked, or the order cannot be submitted.
  
  That box 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.
  
  Your first automatic replenishment shipment began processing for delivery on 7/1 as scheduled. Replenishment kits are 90-day supplies, 3 times the size of a 30-kit and therefore 3 times the cost.   When you contacted us on 7/3, you were informed of the remaining balance for the replenishment shipment which was delivered a few days later.  While cancelling an account stops all future shipments, it does not cancel the balance due for orders already processed or 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
  
  Your account reflects that your 2nd shipment (the replenishment kit) was received at our facility and processed as a return on 7/25 at which time a refund was issued (minus shipping and handling as our satisfaction guarantee does specify that shipping costs are a non-refundable item) and the remaining balance due was cleared.
  
  Per your review, you stated you return all of the items received.  We regret to learn that only one refund was processed.  This can happen if both shipments were returned in one box, and information was not included clearly noting that (such as both order numbers or invoices for example).  The result:credit is only issued for one of the shipments.
  
  As a gesture of goodwill, an additional refund in the amount of $26.60 for your initial order has now been issued.  Please allow 3 5 business days for the funds to post.  Your smileactives subscription remains closed.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director

• Review fromGail H

  Date: 08/12/2024

  1 star

  Gail H

  Date: 08/12/2024

  Overcharging and misled auto subscription. I tried many times to cancel the subscription and it took numerous attempts to do so. They tried to upsell, upsell, upsell. They were extremely reticent to cancel the subscription and said they would take 48 hours to send an email confirming the cancellation. They are a company with absolutely no integrity.

  SmileActives

  Date: 09/25/2024

  Dear ****,
  
  Thank you for your review. We appreciate the time you have taken to let us know about your experience
  
  Our records reflect that you enrolled online for automatic shipments of smileactives 7/23/24 with the purchase of a Buy One Get One Special introductory kit offer.  This order was shipped the following day.
  
  We make every effort to make the offers for smileactives as clear as possible on our websites.  Customers are welcome to place one-time orders without a subscription but only at retail pricing and the one-time offers do not include the **** special offers. That is why when a **** offer is selected the information about the subscription is provided 3 times before an order can be submitted. Also, why there is an empty box that informs customers of the auto-replenishments included with these offers and that by checking that box to submit the order the customer is agreeing to (authorizing)the automatic shipments.
  Your account was cancelled on 8/12 per your request. This is the first contact we have on record regarding your account.
  
  We regret to learn that you found the cancellation process difficult.  Since you had only received your initial order 2 weeks prior, we want to ensure that you were able to clarify any questions about the product or usage; additionally, we want to ensure members are aware of all of their options and benefits available with our flexible membership program before a 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 fromRalph S

  Date: 08/11/2024

  1 star

  Ralph S

  Date: 08/11/2024

  A scam because I ordered a one time trial and ** getting charged each month for a subscription that I never volunteered to enter.

  SmileActives

  Date: 09/25/2024

  Dear *****,
  
  Thank you for your review. We appreciate the time you have taken to let us know about your experience.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives 6/10/24 with the purchase of a Buy One Get One Special offer.
  
  We regret if you found the offer you purchased unclear in any way.  We make every effort to be forthcoming regarding our promotions and offers for smileactives.  The information regarding the terms of the online BOGO special offer and the full-size automatic replenishment shipments are provided in the shopping cart -in bold print to draw attention -prior to any personal information being entered. To finalize any **** order customers 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 initial order.  As the offer states there is no minimum purchase required and you can cancel any time.  Every shipment is covered by a 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.
  
  Your subscription was cancelled per your request on 8/11, but your 90-day replenishment shipment had already been delivered in July.  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. The payments charged 8/11 and 9/11 were the remaining payments due for your replenishment kit not a monthly subscription fee.
  
  When you contacted our customer service team,on 9/11, as an exception to our 60-day return policy, a refund was issued for your 2nd shipment.
  
  Your smileactivesaccount remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director

• Review fromClarence C

  Date: 08/11/2024

  1 star

  Clarence C

  Date: 08/11/2024

  I want a reimbursement as I have not received the items I paid $68. for approximately 2 months ago FRAUD

  SmileActives

  Date: 09/25/2024

  Dear ********,
  
  Thank you for your review. We appreciate the time you have taken to let us know about your experience.
  
  Unfortunately, we have been unable to locate an account with the information provided in this review.  We need some additional information to locate your account and track down any missing orders so we can address your concerns.  Please contact us at ************ between 9AM until 8PM EST 7 days a week or if you prefer via that LiveChat option on the website.  One of our customer service team will be happy to assist you.
  
  Thank you for your understanding.
  
   Sincerely,
  
  ****** *.
  Contact Center Operations Director

• Review fromNeela D

  Date: 08/09/2024

  1 star

  Neela D

  Date: 08/09/2024

  Total Scam ! I agree with other reviews. Very unscrupulous marketing and company. Calling was fruitless.I am stuck with roughly ***** a month for 3 months for product I do not want or needI will **** it up but be sure to read the fine print before EVER ordering products again.

  SmileActives

  Date: 09/25/2024

  Dear Neela,
  
  Thank you for your review. We appreciate the time you have taken to let us know about your experience.
  
  Our records reflect that you reenrolled online for automatic shipments of smileactives 7/9/24 with the purchase of a Buy One Get One Special offer.  You had previously been a member in 2020.
  
  We do make every effort to make the offers as clear as possible and regret if you found the offer your purchased unclear in any way.  As stated in previous responses,if a customer selects an online offer that includes a subscription, information about the automatic shipments is clearly stated in 3 places before the order can be finalized.  In the shopping cart the terms of the offer selected are typed in bold lettering so that they stand out to draw the customer's attention to them.  Before customers may finalize a subscription 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 empty box to complete your initial order.
  
  When you called us on 8/9 your subscription was cancelled per your request, but your replenishment shipment had already been processed for delivery and could not be stopped.  If you would like to take advantage of the 60-day Money Back Guarantee still available for this replenishment kit, simply return it before 10/16 - even if empty - for a full refund of your purchase price (minus shipping and handling) by following the instructions on the shipment's invoice or found on our website.
  
  As a gesture of goodwill, the remaining payment scheduled to be billed in October has been waived.  Your smileactives account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director

• Review fromJane D

  Date: 08/06/2024

  1 star

  Jane D

  Date: 08/06/2024

  Total scam. As others have done, I ordered a one time trial. The next month, they automatically sent me a tube of their so called Smile Actives. I was charged over $30. Then, the next two months, they automatically charge a person over $30 each month for the one tube of Smile Actives. I've called and asked to be canceled. The first time didn't work. They never told me that I would be charged over $90 in three installments. The second time I called, I was told again that they are canceling it. Don't believe these people. One tube of toothpaste is over $90. This company needs to be put out of business. If I could give less than 1 star, I would. The worst. The BBB needs to review this company. More importantly, my teeth did not get whitened.

  SmileActives

  Date: 09/25/2024

  Dear ****,
  
  Thank you for your review. We appreciate the time you have taken to let us know about your experience.
  
  Our records reflect that on 4/29/24 you enrolled for automatic shipments of smileactives with the purchase of a Buy One Get One special offer.  As stated in previous responses, when this offer is selected information regarding the subscription that it includes is provided on the website 3 times before the order can be finalized.   Before customers may finalize any BOGO purchase, they must check a box that states they agree to the terms of the purchase including our no-commitment auto-replenishment program. By checking that box, you agreed to the terms of the offer.   Depending on the kit you purchase the order summary provided in the shopping cart (before any personal information is entered) includes the information about the 3 payments for the full-size 90-day replenishment kits, the amount of each payment and that sale tax may be added.  We do try to make the offers as clear as possible and regret if you found the offer unclear in any way.
  
  Results vary for each individual and for each product. Some people may see results in 3-7 days; for some it will take 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.  Also, every shipment is covered by a 60-day Money Back Guarantee.  Simply return the products -even if empty-within 60 days of receipt.
  
  Your account was cancelled when you requested but 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 unless returned within the 60-day guarantee. We appreciate that you decided to try our Power Whitening Gel but regret that it did not meet your expectations.
  
  Your smileactives account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director