Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/03/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  order first in May 2025. Did not agree to subscription. Got charged and received another shipment ******************************************** service online to get into website to cancel subscription. **************** line sends you into a loop never allowing you to speak to anyone or cancel order. Completely deceptive practices. Company should be shut down.

  Business Response

  Date: 07/12/2025

  ***** ****
  *******************
  **********************
  
  Date: 7/11/25
  
  Complaint ID: ********
  Order: SPSA253973
  
  Dear Ms. *****
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  On May ******** our records reflect that you enrolled online for automatic replenishment shipments of smileactives with the purchase of a promotionally discounted offer for of a 30-day Buy One Get One Pro Whitening Gel offer.
  
  We make every effort to make our promotions and offers for smileactives as clear as possible.  Customers that choose to purchase any of our introductory 30-day **** or kit offers are informed that they will receive automatic shipments until they contact customer service to cancel or make changes to their membership.  Information about the subscription included with all the **** introductory offers is provided in several places on the website: before an offer is selected, in the shopping cart order summary before any personal information is entered and again before the order or payment can be submitted.  By submitted your order and payment you agreed to the terms of the offer authorizing future shipments and associated charges.  We regret if you found the offer unclear in any way.
  
  Your initial order (the 30-day **** offer) was shipped May 20, 2025, for a total of $27.04 which was billed in full at that time.
  
  On June 20, 2025, per the terms of your purchase, your 2nd shipment, a full-size 90-day supply, was sent for a total of $90.84 to be billed in 3 installments over 31-day billing cycles.The 1st installment of $30.28 was billed at this time,leaving a balance of $60.56 to be billed in July and August.
  
  We apologize if you had difficulty reaching our customer service team.  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 since your enrollment in May, prior to receipt of your Better Business Bureau complaint.  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.
  
  Your smileactives account has now been cancelled.  As a gesture of goodwill and in exception to our advertised return policy (which states that any balance remaining for an order shipped before cancellation will continue to be bill until paid in full or returned within our 60-day money back guarantee) the remaining balance due for your 2nd shipment has been cleared.
  
  Per your request your contact information has been removed from our marketing database. 
  
  Your smileactives account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director

• Initial Complaint

  Date:07/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on 5/25/25, I purchased and received a whitening kit for $31.75. On 6/28/25 $46.58 was taken out of my account. When I called the company, the technician said it was for an installment subscription and the shipment was on its way. I asked her I wasn't aware of a subscription and to please cancel it because I do not see any results from the products. She further sent me an email of the 3 additional payments coming from my accounts totaling $93.16. Further, there was not mention of an installment plan in the advertisement. I do not want any additional products, so why are they going to charge me for something I am requesting them to cancel. Just because you have my credit card, you should not, at your liberty, use it.

  Business Response

  Date: 07/08/2025

  ***** ******
  ************************************
  Greenbelt, MD 20770
  
  Date: 7/8/25
  
  Complaint ID: ********
  Order: SPSA201258
  
  Dear Ms. *******
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  On May ******** our records reflect that you enrolled online for automatic replenishment shipments of smileactives with the purchase of a promotionally discounted offer for of a 30-day ******************************* kit offer.
  
  We make every effort to make our promotions and offers for smileactives as clear as possible.  Customers that choose to purchase any of our introductory 30-day kits are informed that they will receive automatic shipments until they contact customer service to cancel or make changes to their membership.  Information about the subscription included with all the **** introductory offers is provided in several places online: before an offer is selected, in the shopping cart order summary before any personal information is entered and again before the order or payment can be submitted.  By submitted your order and payment you agreed to the terms of the offer. We regret if you found the offer unclear in any way.
  
  Your initial order (the 30-day **** kit) was shipped May 28, 2025, for a total of $31.75 which was billed in full at that time.
  
  On June 27, 2025, per the terms of your purchase, your 2nd shipment, a full-size 90-day replenishment kit,was sent for a total of $139.74 to be billed in 3 installments over 31-day billing cycles.The 1st installment of $46.58 was billed at this time,leaving a balance of $93.16.
  
  On June ******** your account was cancelled per your request.  Although cancelling stops all future shipments, it does not cancel the balance due for orders already shipped prior to cancellation; they will continue to bill until paid in full or return for credit within the 60-day money back guarantee.  That is why the cancellation confirmation email included the balance and payment schedule for the 2nd shipment.
  
  We are sorry to hear that you the results while using the products did not meet your expectation.  Although our records do not indicate that any returns have been received to present date, as a gesture of goodwill the remaining balance of $93.16 has been cleared.
  
  Your smileactives account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director

• Initial Complaint

  Date:07/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I came across a promotional offer on their website that didnt mention a recurring subscription. Intrigued, I decided to give it a try, only to discover another charge in my account. Attempting to cancel the subscription has been an incredibly frustrating and challenging process. Im not even certain if my subscription has been canceled. The customer service department has been utterly unhelpful and ineffective, leading me on a wild goose ***** as I try to figure out if Ill still be charged or not, even after canceling my account. Its a complete waste of time and effort.

  Business Response

  Date: 07/12/2025

  ******** ********
  **************************************
  
  Date: 7/8/25
  
  Complaint ID: ********
  ****************
  
  Dear ************
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  We regret if you found the promotional offer of the 30-day *************** introductory kit you purchased unclear in any way.  We try to be transparent with all our offers and promotions for smileactives.  One-time purchases are available but only for individual items and are only offered at retail pricing.  All of the special 30-day introductory kit offers include a subscription.  When customers select a promotional kit offer, information about the automatic replenishment shipments is provided in several places: before an offer is selected, in the shopping cart order summary before personal information is entered and again before payment is submitted.  
  
  Our intent is not to make the cancellation process frustrating or challenging but we do want to ensure members are aware of all of their options and benefits available with our flexible replenishment program and are able to clarify any questions at the time cancellation is processed. Rest assured you smileactives subscription was cancelled per your chat request on June 28,, 2025. But please understand that while cancelling stops future shipments it does not cancel the balance due for orders shipped or processed for shipment prior to cancellation: they will continue to bill as scheduled until paid in full or returned for credit within the 60-Day Money-Back Guarantee.   Your first replenishment shipment (a full-size 90-day kit) was already processed for delivery on June 27th and could not be stop. So, information was provided regarding that shipment and the remaining balance at the time of your cancellation.  The total cost of the 90-day replenishment kit was $186.57 which is billed in 3 installments over 31-day billing cycles.  The 1st installment of $62.19 was charged after the order was shipped leaving a balance of $124.38 to be billed in July and August.
  
  As a gesture of goodwill, the remaining balance due for the 2nd shipment has been cleared.
  Your smileactivessubscription remains cancelled; nothing further will be shipped or billed.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director

• Initial Complaint

  Date:06/30/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I Ordered a package from the business in December 2024. I was signed up for a monthly subscription totaling $140 that I did not authorize. I would like a refund. I do not want this subscription.

  Business Response

  Date: 07/08/2025

  ******* *******
  **************************************************************************
  
  Date: 7/8/25
  
  Complaint ID: ********
  Order SPSA188537
  
  Dear Mr. ********
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  On December 16, 2024, our records reflect that you enrolled by phone for automatic replenishment shipments of smileactives with the purchase of a promotionally discounted offer for a 5- piece 90-day BOGO introductory kit.
  
  We make every effort to make our promotions and offers for smileactives as clear as possible online and by phone.  Customers that choose to purchase any of our introductory 30-day kits are informed that they will receive automatic shipments until they contact customer service to cancel or make changes to their membership.  Information about the subscription and the terms of the purchase (including billing) are provided and verbal agreement received before an order can be submitted.  One-time purchases are available but only at retail pricing and for individual items, not the discounted BOGO kit offers. We regret if you found the offer unclear in any way.
  
  Your initial order (the introductory kit) was shipped December 17, 2024, for a promotionally discounted price of $95.46 to be billed in 3 installments over 31-day billing cycles.  The 1st installment of $31.82 was charged at this time leaving a remaining balance to be billed in January and February. 
  
  On December 31, 2024, we received you call about the shipment not yet delivered.  ******** tracking it was still in transit at the time; delivery had been delayed.  As a courtesy the remaining balance for your initial order was cleared.  Per tracking info, the order was delivered January 14, 2025.
  
  On January 17th, we received your call regarding cancelling the subscription.  Our records reflect that an offer to postpone the next shipment and change the frequency was accepted instead. 
  
  On May 20, 2025, per the terms of your purchase, your 2nd shipment, a full-size 90-day replenishment kit,was sent for a total of $140.02 to be billed in 3 installments over 31-day billing cycles.The 1st installment of $46.67 was billed at this time,leaving a balance of $93.35.  On June 20th the 2nd installment of $46.68 was charged as scheduled leaving a balance of $46.67.  Please be advised shipped orders continue to bill until paid in full or are returned within the 60-day money back guarantee period for credit.
  
  Although the 2nd shipment has not been returned as an exception and gesture of goodwill the balance has been cleared and a refund for the 2nd installment of $46.68 billed June 20th has been refunded. 
  
  Your smileactives account has now been cancelled per your request; nothing further will be shipped or billed.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director

• Initial Complaint

  Date:06/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Smile active has automatically subscribed me to their products and they have deducted $64.4 from my account without my consent. I want to discontinue it and also requesting a refund of my money.

  Business Response

  Date: 07/02/2025

  Abdulai Samandu Hudu         
  *******************************
  *******************
  Date: 7/1/25
  
  Complaint ID: ********
  ****************
  
  Dear Mr. *****
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  On May *******, our records reflect that you enrolled online for automatic replenishment shipments of smileactives with the purchase of a promotionally discounted offer for a 30-day Perfect White & Fresh System introductory kit
  
  We make every effort to make our promotions and offers for smileactives as clear as possible online and by phone.  Customers that choose to purchase any of our introductory 30-day kits are informed that they will receive automatic shipments until they contact customer service to cancel or make changes to their membership.  Information about the subscription included with all the 30-day introductory offers is provided in several places online: before a kit is selected, in the shopping cart order summary before any personal information is entered and again before the order or payment can be submitted.  By submitted your order and payment you agreed to the terms of the offer. We regret if you found the offer unclear in any way.
  
  Your initial order (the 30-day introductory kit) was shipped May 19, 2025, for a total of $60.04 which was billed in full at that time.
  
  On June 19, 2025, per the terms of your purchase, your 2nd shipment, a full-size 90-day replenishment kit,was sent for a total of $193.20 to be billed in 3 installments over 31-day billing cycles.The 1st installment of $64.40 was billed at this time,leaving a balance of $128.80.
  
  On June *******, your account was cancelled per your request.  Although cancelling stops all future shipments, it does not cancel the balance due for orders already shipped prior to cancellation.  So, information was provided regarding your 2nd shipment and the remaining installments due to be billed in July and August unless returned within the 60-day money back guarantee.
  
  Although our records do not indicate that any returns have been received to present date, as a gesture of goodwill the remaining balance has been cleared.
  If you would like to take advantage of the available 60-Day Money Back Guarantee, you may simply return the containers within 60 days of receipt to receive a refund (minus shipping and handling).  You can find return instructions on our website.
  
  Your smileactives account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director

• Initial Complaint

  Date:06/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received two tubes of smile actives and was not satisfied with the results. I contacted the company to cancel my subscription but they are still charging me a monthly charge.

  Business Response

  Date: 07/08/2025

  ****** **********
  *******************************************
  
  Date: 7/7/25
  
  Complaint ID: ********
  ****************
  
  Dear **************
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  Your account reflects that you enrolled online for automatic shipments of smileactives on March 14, 2025, with your initial purchase of a Buy One Get One promotional offer for a 30-day introductory supply of our Pro Whitening Gel.
  
  We 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.  Customers that choose to purchase any of our BOGO introductory offers are informed that they will receive automatic shipments until they contact customer service to cancel or make changes to their membership.  The information is provided in several places on the website; before an offer is selected and prior to any personal information being entered. We regret if you found the offer unclear in any way.
  
  Your initial order, the 30-day introductory supply was shipped March 14th for a total cost of $27.45 which was charged in full at this time.
  
  On April *******, per the terms of your purchase, your 2nd shipment (a 90-day replenishment supply) was sent for a total of $92.22 to be billed in 3 installments over 31-day billing cycles.  The 1st installment of $30.74 was charged at this time leaving a balance of $61.48.  Since orders that are shipped/delivered continue to bill until paid in full or returned for credit within the 60-Day Money-Back Guarantee, the 2nd and 3rd installments for this shipment ($30.74 each) were billed on May 15th and June 15th as scheduled 
  
  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 since your enrollment in March, prior to receipt of your Better Business Bureau complaint.  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.
  
  On June 21st we received notice that you had disputed the June 15th payment for the 2nd shipment.  ************** institution reversed that payment of $30.74 resulting in a refund since we did not contest the dispute.  Your subscription was cancelled due to the dispute and chargeback.
  
  Your smileactives account remains closed with nothing further to be shipped or billed
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director

• Initial Complaint

  Date:06/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Your company charged me 47 dollars thanks for your I have no money left in my *********** did not freaking sign up for a subscription Im ****** at your company right now

  Business Response

  Date: 07/02/2025

  ***** *******
  2409 FM 879
  **********, ** 75165
  
  Date: 6/30/25
  Complaint ID: ********
  ****************
  
  Dear ***********
  
  Thank you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  On May *******, our records reflect that you enrolled online for automatic replenishment shipments of smileactives with the purchase of a promotionally discounted Buy One Get One introductory offer for a 30-day supply of our Pro Whitening Gel & a Vibrite Sonic Blue Toothbrush kit.
  
  We 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.   Customers that choose to purchase any of our introductory BOGO offers are informed that they will receive automatic shipments until they contact customer service to cancel or make changes to their membership.  Information about the subscription included with all the 30-day introductory offers is provided in several places online: before a kit is selected, in the shopping cart order summary before any personal information is entered and again before the order or payment can be submitted where is states: By continuing with your payment, you agree to the future charges listed on this page and the cancellation policy.  Your authorization of future shipments and associated charges was provided by proceeding with your payment to complete your initial order.  We apologize if you found the offer unclear in any way.
  
  Your initial order (the 30-day BOGO offer) was shipped May 22, 2025, for a total of $43.15 which was billed in full at that time to the credit card provided.
  
  On June 23, 2025, per the terms of your purchase, your 2nd shipment, a full-size 90-day supply, was sent for a total of $142.38 to be billed in 3 installments over 31-day billing cycles. The 1st installment of $47.46 was billed at this time,leaving a balance of $94.92 to be billed in July and August.
  
  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 since your enrollment in May, prior to receipt of your Better Business Bureau complaint. 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.
  
  Your smileactivessubscription has now been cancelled.   While we strive to stay within advertised guidelines for consistency (which state that although cancelling stops future shipments it does not cancel any remaining balance due for orders already shipped) the remaining balance of $94.92 has been cleared.  Every smileactives shipment is covered by a 60-day money back guarantee.  If you would like to take advantage of that guarantee,simply follow the return instructions available on the smileactives website.
  
  Your account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director

• Initial Complaint

  Date:06/20/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered Smileactives using a ******** link on May 8, ******* where on the order did I see any agreement for a subscription.I then received another bottle in the mail and was charged ***** on my Discover Credit Card.I called customer service to return the product, and cancel subscription which I didn't authorize.The customer service *** was not only rude, but now informs me I also owe another $55.88, as they bill the product over 3 months.I returned the product on 6/19/2025. I will await a refund, but according to their website instructions, I will have to pay shipping and handling for something I didn't order. This is a scam loud and clear.

  Business Response

  Date: 06/30/2025

  ***** *******
  *************************************************************************
  
  Date: 6/27/25
  Complaint ID: ********
  Order: SPSA227274
  
  Dear Ms. ********************* you for contacting us through the Better Business Bureau. We received your inquiry and sincerely apologize for any miscommunication. We take these complaints very seriously and appreciate the time you have taken to let us know about your experience.
  
  On May ******, our records reflect that you enrolled online for automatic replenishment shipments of smileactives with the purchase of a promotionally discounted Buy One Get One introductory offer for a 30-day supply of our Pro Whitening Gel.
  
  We 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.   Customers that choose to purchase any of our introductory BOGO offers 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 replenishment shipments included with all the 30-day introductory offers is provided in several places online: before a kit is selected, in the shopping cart order summary before any personal information is entered and again before the order or payment can be submitted where is states: By continuing with your payment, you agree to the future charges listed on this page and the cancellation policy.  Your authorization of future shipments and associated charges was provided by proceeding with your payment to complete your initial order.
  
  Our ******** ads are linked to our website so when a customer responses to an offer via ******** they are redirected to the website to place an order where, as stated above, information about the replenishment shipments is provided.   We regret if you found the offer unclear in any way.
  
  Your initial order (the 30-day BOGO offer) was shipped May 8, 2025, for a total of $24.95 which was billed in full at that time to the credit card provided.
  
  On June 9, 2025, per the terms of your purchase, your 2nd shipment, a full-size 90-day supply, was sent for a total of $83.82 to be billed in 3 installments over 31-day billing cycles. The 1st installment of $27.94 was billed at this time,leaving a balance of $55.88 to be billed in July and August.
  
  On June *******, your account was cancelled per your initial request. Information was provided regarding your 2nd shipment, remaining balance and the available 60-day Money Back Guarantee.  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.
  
   When you called again on June 19th,as an exception to our advertised return policy, a refund was issued for the 2nd shipment and the remaining balance cleared prior to the receipt of the return.  
  
  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 smileactivesaccount remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director

  Customer Answer

  Date: 07/06/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:06/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 5, I signed up for an introductory offer and did not realize this automatically activated a subscription service. Consequently, I was billed for a second shipment on June 5.The day the new charges were processed, I attempted to cancel my subscription through the website, but it was down. The chat system would not recognize my account information. I found the email contact information through other means and sent a cancellation request, but no one replied.On June 7, I tried the live chat system again and was offered a bonus gift to retain my membership. I explained that I did not realize I had signed up for a membership and that I wanted to cancel my account and all future charges. Because the second shipment had not yet shipped, I also requested that it be canceled immediately. However, I was told that the system would not allow them to cancel it, even though it had not yet been shipped. Later on June 7, I received a response to my email, once again telling me they would still charge me for the entire shipment even though it had not yet been sent.Competent companies are fully capable of canceling shipments that have not yet gone out. Forcing customers to accept and then return a product for only a partial refund (minus shipping and handling fees, which are either absent from their website or shockingly well hidden) is deceptive and shows that SmileActives does not stand behind its ********** you can see from the common complaints among customers, this is clearly a regular issue with this company. While it is every customers responsibility to understand what they are signing up for, competent companies who truly believe in the quality of their product do not need to rely on deceptive practices hidden in fine print. If SmileActives truly valued its customers, it would at the very least let them cancel shipments they do not want before they are sent.I am requesting that I not be charged for this second shipment and that it be canceled immediately.

  Business Response

  Date: 06/20/2025

  Dawn Larson
  124 W 1550 N
  Bountiful, UT 84010
  
  Date: 6/19/25
  Complaint ID: 23439399
  Order:
  SPSA220424
  
  Dear Ms.
  Larson,
  
  Thank you for contacting us through the Better
  Business Bureau. We received your inquiry and sincerely apologize for any miscommunication.
  We take these complaints very seriously and appreciate the time you have taken
  to let us know about your experience.
  
  Your account
  reflects your initial online purchase on May 3rd of a BOGO
  promotional offer for a smileactives® Whitening Power introductory kit, a
  30-day supply.
  
  We 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.  Customers
  that choose to purchase any of our introductory kit offers are informed that
  they will receive automatic shipments until they contact customer service to
  cancel or make changes to their membership.  The information is provided in several places on the website; before an
  offer is selected and prior to any personal information being entered. We
  regret if you found the offer unclear in any way.
  
  Your initial
  order, the 30-day introductory kit was shipped May 5, 2025, for a total cost of
  $32.12 which was charged in full at this time.
  
  On June 3,
  2025, per the terms of your purchase, your 2nd shipment (a 90-day
  replenishment kit) began processing for delivery for a total of $140.52 to be billed in 3
  installments over 31-day billing cycles.  The shipment left our warehouse on June 5th and the 1st installment of $46.84 was charged at this time leaving a balance of $93.68.
  
  On June 7, 2025, your
  subscription was cancelled per your chat request.  Information was provided regarding your 2nd shipment and the remaining balance since although cancelling stops future
  shipments, it does not cancel the balance due for orders shipped prior to
  cancellation: they will continue to bill as scheduled until paid in full or
  returned for credit within the 60-Day Money-Back Guarantee.  After reviewing your chat transcript, we
  realize there was a poor choice of wording used.  The 2nd shipment was already “in
  transit” rather than “in progress” so it could not be stopped.  We apologize for this miscommunication and
  any frustration it may have caused.
  
  Regarding the
  60-day Money Back Guarantee, we want our customer to be fully aware of the
  guarantee, so it is posted in several places on the website home page but also
  at the bottom of every web page in large print and states: “Try Smileactives®
  for 60 days. If you're not completely satisfied, simply return the product,
  even if empty. (less s&h)”  
  
  As an exception
  to our return policy and a gesture of goodwill, the remaining balance of $93.68
  for the 2nd shipment has been cleared.  You are still welcome to return the kit for a
  refund per the terms of the guarantee.
  
  Your smileactives® account remains closed, with
  nothing further to be shipped or billed.
  
  Sincerely,
  
  Morgan M.
  Contact Center Operations Director

• Initial Complaint

  Date:06/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered from SmileActives in early June without realizing it was an ongoing subscription until I had clicked to order. I immediately called and asked to cancel but talked at length with an agent who said I could move the next order out until November to make sure I wanted more. The product absolutely does NOT work- my husband and I both used it and it's worthless.I called on June 7 to cancel my subscription and was told that another larger order with 3 payments of nearly $50 each had already been shipped to me. I have not gotten the package yet but I was told that I would have to pay for return shipping to receive a refund and it took a LOT of talking to get the woman to cancel any future shipments. From reviews on Trust Pilot (which I saw too late) my chances of getting a refund from the company are slim. I want ALL my money back, including the initial payment. I will dispute this past charge with the credit card.

  Business Response

  Date: 06/18/2025

  Beverlee
  Simmons
  307 Mart Teague
  Street
  Mountville, SC
  29370
  
  Date: 6/17/25
  
  Complaint ID:
  23438035
  Account: SPSA222834
  
  Dear Ms.
  Simmons,
  
  Thank you for contacting us through the Better
  Business Bureau. We received your inquiry and sincerely apologize for any
  miscommunication. We take these complaints very seriously and appreciate the
  time you have taken to let us know about your experience.
  
  Our records
  reflect your initial order of a smileactives® 30-day introductory kit placed
  online May 5, 2025, as well as your request via
  LiveChat to cancel the order.  After information
  was provided regarding the benefits and options available with the
  subscription, you were offered and accepted a postponement of any automatic
  replenishment shipments until October 7, 2025, instead of cancelling. We regret
  to learn upon reviewing your account that the postponement was incorrectly
  processed and your first replenishment kit ship date (scheduled for June) was
  not changed.  
  
  The promotionally discounted 30-day
  introductory kit was shipped May 6th for a total of $32.35 and
  billed in full at that time.
  
  On June 5, 2025, your 2nd shipment,
  a 90-day replenishment kit, was sent as scheduled for a total of $142.38 to be
  billed in 3 installments over 31-day billing cycles.  The 1st installment of $47.46 was
  billed at this time leaving a balance of $94.92.
  
  On June 7th,
  your subscription was cancelled per your request.  Information was provided regarding the 2nd shipment and return instructions since although cancelling an account stops
  all future shipments, it does not cancel the balance due for orders shipped
  prior to cancellation: they will continue to bill as scheduled until paid in
  full or returned for credit within the 60-Day Money-Back Guarantee.
  
  As we strive to
  provide only the highest quality products and service we regret to learn that your experience with smileactives® did
  not meet your expectations or ours.   As
  a goodwill gesture and in exception to our advertised policies, a full refund
  of $47.46 for your 2nd shipment has been issued and the remaining
  balance of $94.92 cleared.
  
  If you would like to take
  advantage of the 60-day Money Back Guarantee still available for your initial
  order shipped on May 6th then simply return the shipment within 60
  days of receipt even if empty.  You can
  find detailed return instructions on our website. 
  
  Your smileactives® account remains closed, with
  nothing further to be shipped or billed.
  
  Sincerely,
  
  Morgan M.
  Contact Center Operations Director
  

  Customer Answer

  Date: 06/25/2025

   
  
  Complaint: 23438035
  
  
  
  I am rejecting this response because: There was no mis-processing with this and had I not complained here I would have been stuck. I was told by the condescending woman who I spoke with that I had not understood. She then offered to send me a toothbrush! I was made to believe that the initial order, which is far far smaller than the ads on TV show it, basically didn't count which resulted in an order being sent in June and THEN I would have the delay that had initially been agreed to.

  So as nice as it is to have my money refunded I still had to pay the shipping charges to return product I did not order, I am not satisfied that this company will treat other people any better. I will add that I mistyped in my initial complaint- I did indeed order the trial in May, not June as previously stated. Since I was not satisfied with the product I had called as soon as I thought they would accept a cancellation. We had tried the product for 4 weeks. But of course the large, expensive order had already been shipped and I was stuck dealing with a rude woman and having to pay to mail back the order. As I said before, the woman made it difficult to actually cancel future orders. 
  
  
  
  Sincerely,
  
  
  
  Beverlee Simmons

  Business Response

  Date: 07/07/2025

  ******** *******
  ****************************
  ********************
  
  Date: 7/7/25
  
  Complaint ID: ********
  Account: **********
  
  ****************************** you for the opportunity to respond.
  
  We apologize if you were treated less than professionally by any member of our staff and found the cancellation process difficult. Rest assured, your customer service experience has been reviewed and will be used to improve our service going forward.
  
  Sincerely,
  
  ****** *.
  Contact Center Operations Director