Reviews

Review Details

• Review fromMarty M

  Date: 06/30/2024

  1 star

  Marty M

  Date: 06/30/2024

  The billing sysytme is a scam. The first order is a shipment of 3 seperate oders (*****). They do not mention this on their website. I tried to use their "cancel at anytime" options but that meant for the next 2 orders (6 shipemnt is all). They continue to bill me the $***** (even after I "canacelled". I have paid them for the first two shipments I did receive $60.00 and they refused not to send the 3 shipment and still bill me.Totally a scam and misleading to the customer.Buyer beware!

  SmileActives

  Date: 07/23/2024

  Dear *****,
  
  Thank you for your review. We appreciate the time you have taken to let us know about your experience.
  
  We apologize but it seems there has been some miscommunication regarding the billing for the two shipments you received.  Your account indicates that on 4/20 you purchased a BOGO free 30-day supply of our Pro Whitening Gel via our website.  Information about the additional replenishment shipments is provided in your shopping cart before any personal information is entered.  The offer you purchased states: One month after your first order is shipped, and then approximately every three months thereafter, you will be sent a new three-month supply of Daily Pro Whitening Gel.  Each shipment will be charged to the card you provide today, in three monthly payments at the low price of $24.95 plus $2.99 for shipping and handling per month. All orders are subject to applicable sales tax.  There is no minimum purchase required, and you can cancel are anytime.
  
  Your account was cancelled on 5/22 per your Live Chat request.  This cancellation stopped any future shipments, but your 1st full size (90-day)replenishment kit had already been processed for delivery on 5/21 and could not be stopped from shipping.  Please be advised that while cancelling an account stops all future shipments, it does not cancel the balance due for orders already shipped or that been processed for shipment prior to cancellation.
  
  Since this full-size kit was 3 times the size of the 30-day supply it was also 3 times the cost but as the terms of the purchase stated that total cost is split into 3 installments (payments)instead of being charged in full when the order shipped.  Although we received an approved payment authorization from PayPal for the 1st installment of $30.18 on 5/21,the request to finalize the authorized payment on 5/22 after the kit had shipped was declined.  Therefore, we only received one payment of $26.95 on 4/22 when your initial order was shipped.   The cost of your 2nd shipment is the balance due not charges for additional shipments.
  
  As a gesture of goodwill, the remaining balance due for the 2nd shipment you received has now been cleared. Your smileactives account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director
  

• Review fromLisa J

  Date: 06/20/2024

  1 star

  Lisa J

  Date: 06/20/2024

  VERY misleading. I see from the other BBB complaints here Im not the only one who has a problem with this. They offer you a product without you realizing its a subscription until its too late & they dont allow a cancellation. Blocked them from taking money out of my ************ awaiting a response after speaking to them a few weeks ago, I was supposed to be given a courtesy discount & a final bill. I just received an email with a high amount owed that Im awaiting an answer on. The **************** is ****************** agents are aggressive and nasty. The product ***** my gums and ********** have very super healthy dental hygiene. BEWARE of this **************** Buy at your own risk!

  SmileActives

  Date: 07/23/2024

  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 you may have experienced a potential reaction with the smileactivesproducts, as you have stated. A Customer Specialist will be contacting you within the next few business days to discuss your experience. It is of utmost importance to us that any issues are documented and addressed.
  
  Our records reflect that you enrolled for automatic shipments of smileactives on 4/13/24 with the purchase of a Buy One Get One free 30-day introductory kit.
  
  We do make every effort to make the offers as clear as possible on our websites,as well as by phone. The terms of the offer are typed in bold lettering so that they stand out to draw the customer's attention to them.  Before customers may finalize their purchase, they must check a box that states they agree to the terms of the purchase (including our non-commitment auto-replenishment program). Your authorization of future automatic shipments and associated charges was provided by checking the empty box on the order page to complete your order.  We regret if you found the offer unclear in any way.
  
  One-time orders of smileactives products are available. However, all BOGO free offers include a subscription and customers who choose to place one-time orders are only offered our retail prices.  Every shipment is covered by our 60-day Money Back Guarantee.
  
  Your last shipment (a 90-day supply with cost split into 3 payments) was sent 5/15.  Per your request the account was cancelled on 5/17. There was an additional 20% discount applied to the cost of this shipment as promised.  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.  Your final payment was received 7/12.
  
  We apologize if you were treated less than professionally by any member of our staff. 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
  

• Review fromKaren P

  Date: 06/09/2024

  1 star

  Karen P

  Date: 06/09/2024

  I cancelled my membership. They continued to send product. I called again to stop sending their product. When they stopped finally they continued charging my debit card. I called to get this corrected they said I was speaking with Sales. I was given the customer service number which reverted back to Sales. They dont honor their money back guarantee. Today I was told to send back the product which I threw out after I canceled in March. Im owed $148.91.

  SmileActives

  Date: 07/09/2024

  Dear *****,
  
  Thank you for your review. We appreciate the time you have taken to let us know about your experience.
  
  Your account indicates that you enrolled for automatic shipments of smileactives with an online purchase of a BOGO 30-day entry kit on 11/28/23.  A full-size replenishment kit was sent in January and a third in April before the account was cancelled per your request 4/2/24.  Please be advised that our records do not reflect any calls received from the phone number provided with your order (and this complaint), nor any other contact received in reference to your account before your cancellation request on 4/2. 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.
  
   When your account was cancelled that stops future shipments, but it did not cancel the remaining two payments due for your last shipment as it was a 90-day replenishment with cost split into 3 installments.  Orders that have already been shipped at the time of cancelation will continue to bill until paid in full or are returned for credit within the 60-Day Money-Back Guarantee.,which states if you are not satisfied 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).  Since no returns were received the remaining payments were charged.
  
  When you contacted us by LiveChat on 6/9 although your 60-day MBG had expired you were advised you could return the last shipment.  We regret to learn that you disposed of the shipment and were unable to take advantage of the MBG.
  
  Your smileactives account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Review fromFred C

  Date: 06/09/2024

  2 stars

  Fred C

  Date: 06/09/2024

  Minimum whitening....at best! Too expensive for the quality of the product.

  SmileActives

  Date: 07/09/2024

  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; 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.
  
  We appreciate your decision to try smileactives but regret to learn it did not meet your expectations.  Thank you for your feedback.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Review fromJoseph G

  Date: 06/07/2024

  1 star

  Joseph G

  Date: 06/07/2024

  After reading all the reviews I absolutely rest my case. The exact identical thing has happened to me today June 6th 2024. I firmly believe that smile active is full of c*** Their response to these reviews is an absolute joke. And I believe all of the reviews are true and there are so many because I've never experienced this with any other company in my whole life where every single review submitted has been absolutely negative. Smile active says that the people that are happy do not send a review. Which is an absolute joke. Only the bad ones come through they say. And the response is the same from them. In any case to my surprise I looked at my bank account today and I saw that there was a charge from them immediately I thought what in the world is this of course you cannot get through to anybody after hours I haven't tried during business hours which will be tomorrow and the runaround you get with the customer service automated person online is an absolute joke. they don't give you a spot or an option to really explain exactly what happened especially these fraudulent charges. I have no choice to believe that all these other reviews are absolutely legitimate come on how could there be so many reviews that are exactly alike. As I said the responses from smell active are exactly alike also. I do like the product in fact I love the product but I certainly did not subscribe to automatic deliveries or anything connected to continuing a subscription. For automatic deliveries. I would hate to stop ordering from them because as I said the product is good in my opinion. But I don't like this fraudulent activity that's going on in terms of charging me for something that I did not subscribe to. They claim it's all in both letters but that's an absolute joke. They also say it's in three places on the order which is an absolute joke I mean I'm not def dumb and blind and neither are all of these other people that have the same arguments that I have. I cannot continue ordering.

  SmileActives

  Date: 07/09/2024

  Dear ******,
  
  Thank you for your review. We appreciate the time you have taken to let us know about your experience.
  
  Unfortunately, the majority of customers who visit a companys ******************** site do so because they have a complaint.  That is not necessarily the case for many customers who post reviews through other sites.  Often these reviews provide a more balanced view of customer opinions regarding a product or service.  Some other review sources such as Amazon,Trusted Consumer Reviews and even the smileactives website can be found by searching the web for smileactives reviews.  As you noted, our responses to the reviews posted here are often similar because the complaints are similar.   As stated,many times previously we do try to make the offers for smileactives as clear as possible on our websites. We do not enroll customers in a subscription unless they purchase an offer that includes one (such as the discounted Buy One Get One entry kits) and the empty box (that states they agree to the terms of the purchase; authorizing automatic shipments) has been checked to submit the order.
  
  We are glad to hear that you have found our smileactives products helpful.  The ability to purchase just one-time orders without automatic replenishments is available through the website.  Just click on the **** tab at the top left of the home page banner. However, with one-time purchases the discounts available to members with active subscriptions do not apply, one-time orders are only sold at retail pricing.
  
  Reviewing your account, we see that you have purchased several of the **** 30-day entry kit offers since October 2022, the most recent ones in May 2024.  All of the subscriptions tied to earlier entry kit orders have been previously cancelled, the remaining one has now been cancelled as of July 5th. 
  
  As a gesture of goodwill, the balance due for your smileactives replenishment kit shipped in June has been cleared.  Nothing further will be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Review fromDiannr D

  Date: 06/07/2024

  1 star

  Diannr D

  Date: 06/07/2024

  This company is a scam. I tried to cancel back in Match then again in May but their taking $46 again for cleaning products that are not worth the money. They keep giving excuses. They said one more month then they will quit taking money out of my account.

  SmileActives

  Date: 07/09/2024

  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 by phone for automatic shipments of smileactives on 1/28/24 with the purchase of a full-size entry kit.  On 2/12/24 we received your call requesting to cancel your subscription. We regret to learn upon reviewing the call that your request to cancel was not correctly processed at this time and would like to apologize for any inconvenience which resulted.  A refund has been issued for the shipment that was sent on 5/1.  Please allow 3 5 days for the funds to post.  Your account was cancelled 5/4/24 and remains closed with nothing further to be shipped or billed.
  
  Thank you for your feedback. Rest assured that your experience has been reviewed and will be used to improve our service moving forward.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director
  

• Review fromKim S

  Date: 06/07/2024

  1 star

  Kim S

  Date: 06/07/2024

  They are the worst. They miss lead the customers and refuse to refund even though the product was not sent. They claim that they sent you 3 months and charge you almost $100 for a bad product.

  SmileActives

  Date: 07/09/2024

  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 replenishment shipments of smileactives on 2/2/24 with the purchase of a promotionally discount 30-day BOGO introductory kit.
  
  Your 3rd shipment (a 90-day 5-piece kit with cost split into 3 monthly payments) was sent 6/6/24. The first of three payments was charged at that time.  The following day 6/7, we received your call requesting to cancel your subscription.  Per your request the account was cancelled, and information provided about the 3rd shipment which was already in transit to you.  The remaining balance and the available 60-day Money Back Guarantee were provided also since although cancelling an account stops additional shipments it does not cancel a balance due for orders that have already been shipped.
  
  Although your return has not yet been received, as a goodwill gesture the remaining balance due for the 3rd shipment has been cleared prior to receipt of the return.
  
  Your smileactives account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director
  .
  

• Review fromDiane M

  Date: 06/06/2024

  1 star

  Diane M

  Date: 06/06/2024

  I cant get anyone on phone. The email address for customer support is a no-reply address. So cant email either. Argh! May have to cancel my credit card to get out of this one. I should have listened to my gut.

  SmileActives

  Date: 07/23/2024

  Dear *****,
  
  Thank you for your review. We appreciate the time you have taken to let us know about your experience.
  
  Please be advised that our records do not reflect any calls received from the phone number provided with your order, nor any other contact received in reference to your account since your initial online order 5/6/24, prior to receipt of your BBB review.  Additionally, if customers respond to any unmonitored promotional or confirmation email addresses, an automatic response is sent to advise of this which also provides our contact information. We regret if you experienced any difficulty contacting us via the phone, email, or chat options provided at our website, as these channels have been regularly tested without issue.
  
  Your subscription has been cancelled.  Also, as a gesture of goodwill the remaining balance due for the replenishment kit shipped 6/10/24 has been cleared although our records do not reflect any returns to present date.
  
  Your smileactives account is now closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director
  
  

• Review fromPatricia J

  Date: 06/06/2024

  1 star

  Patricia J

  Date: 06/06/2024

  Did not sign up for reoccurring deliveries, or charges. However after returning product and cancelling over the phone, charg3scstill occurring on my card. Still trying to resolve, but their phone number recording "Sorry, this number not assigned".

  SmileActives

  Date: 07/09/2024

  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 April 3, 2024, with the purchase of a Buy One Get One special offer of a 30-day introductory kit and a Vibrite Sonic Toothbrush Kit.
  
  We do make every effort to make the offers as clear as possible on our websites,as well as by phone. The terms of the offer are provided in the shopping cart before any personal information is entered.  This information is typed in bold lettering so that it stands out to draw the customer's attention.  Before customers may finalize their purchase, they must check a box that states they agree to the terms of the purchase (including our no-commitment auto-replenishment program). Your authorization of future automatic shipments and associated charges was provided by checking the empty box on the order page to complete your order.  We regret if you found the offer unclear in any way.   One-time orders of smileactives products are available on the website and by phone. However, all BOGO free offers include a subscription and customers who choose to place one-time orders are only offered our retail prices.
  
  On 5/3/24, your 2nd shipment, a 90-day full-size replenishment kit with cost split into 3 payments, was sent as scheduled.  Your subscription was canceled on 5/20/24 per your request. Information was provided regarding the remaining balance due for your 2nd shipment and return instructions.
  
  On 6/1/24, we received only a partial return of the items included in your 2nd shipment.  We regret to learn that when received the return was processed incorrectly.  Credit for the one item returned was not issued so the remaining balance due remained and the 2nd payment scheduled for 6/3 was charged.  We apologize for any inconvenience this may have caused.
  
  On 6/17, your financial institution reversed this 2nd payment. While this chargeback created a credit/refund in your favor with your financial institution, it restored the balance due and activated the auto past due billing process to send monthly notices advising of the balance.
  The credit due for your return has now been issued clearing the balance due for your 2nd shipment.
  
  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 fromDenise T

  Date: 06/05/2024

  1 star

  Denise T

  Date: 06/05/2024

  Total scam. Wont let you cancel. Click the link and nothing happens. Try to call you have to do it online.

  SmileActives

  Date: 07/01/2024

  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 on 11/1/23.  Your most recent replenishment kit was sent 6/5/24.
  
  We regret to learn that you experienced any difficulty contacting us.  Our website offers multiple options to contact us via email, phone ************* 9am-8pm ET), or chat (by logging in to your online account). These channels have been tested without issue.
  
  Your account has now been cancelled and as a gesture of goodwill the remaining balance due for your last shipment has been cleared.
  
  Rest assured your account is now closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director