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:09/25/2023

  Type:Order 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 did a trial for Smile Actives and if you were not satisfied 30 days at no charge. They send me a bill every month.

  Business Response

  Date: 09/26/2023

  *****************************
  Apt C3
  **********************
  ******, ** 44883-3361
  
  
  Date: 09/26/23
  
  Complaint ID: ********
  Account Number: ******
  File Number: **********
  
  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.
  
  Our records reflect that you re-enrolled online for automatic shipments of smileactives November 8, 2022.
  
  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. As part of their initial purchase, customers enrolling in our member program are informed they will receive automatic shipments until they contact customer service to cancel or make changes to their membership. The information regarding the terms of the online offer and the continuity program is provided in the shopping cart (in bold) prior to any personal information being entered. Additionally, before customers may finalize their purchase, they must check a box that states they agree to the terms of the purchase.  The products are also shipped with information reiterating the terms and benefits of membership including the next scheduled shipment date and our 60-Day Money Back Guarantee available, which states if you're not completely satisfied, simply return the product, even if empty. Within 60 days of receipt for a full refund of your purchase price (less s&h). We regret if you found the offer unclear in any way.
  
  Your initial order, a 30-day introductory kit of Power Whitening Gel, was sent November 8, 2022, for a total cost of $26.75 (including $1.80 OH Sales Tax) and charged in full at the time of shipping to the PayPal account provided.
  On November 19, 2022, we received your request to cancel your account, but our records reflect that you instead accepted an offer to postpone future shipments until April 9, 2023.  
  
  On December 16, 2022, we received your phone inquiry to confirm your smileactives account status.  You were advised that the account was still active with the next shipment scheduled for April 9th.
  
  On April 9, 2023, per the terms of the agreement, your 2nd shipment, a 90-day supply, began processing for delivery for a total of $89.89 (including $8.97 s&h plus $6.07 OH Sales Tax) to be billed in 3 installments over 31-day billing cycles. We received an initial authorization for the first payment of $30.40 at this time from the PayPal account on file.
  
  On April 10, 2022, we received your request to cancel your account, but our records reflect that you instead accepted an offer for a complementary shipment of Whitening Pens and another postponement of future shipments until October 10, 2023.
  
  On April 12, 2023, your 2nd shipment (the first 90-day supply) was sent.  The previously authorized 1st payment of $30.40 was finalized as a charge at this time, leaving a balance of $59.49.
  
  On May 13, 2023, the 2nd installment of $29.75 for your 2nd shipment was charged as scheduled to the PayPal account on file.
  
  On May 15, 2023, we received notification from PayPal of your dispute of the 2nd installment of $29.75.  Your account was cancelled due to the dispute.  Please be advised that while cancelling an account stops all future shipments, it does not cancel the balance due for orders already shipped prior to cancellation: they will continue to bill as scheduled until paid in full or returned for credit within the 60-Day Money-Back Guarantee.
  
  On June 1, 2023, PayPal reversed the 2nd payment of $29.75 for your 2nd shipment. While this chargeback created a credit in your favor with your financial institution, it restored the amount of $59.49 due and payable to smileactives.  At this time the auto past due billing process was activated to send monthly notices advising of the balance.
  
  On June 19, 2023, we received your mail correspondence regarding the billing notices.  In response, an email explaining the balance and requesting that you contact us for resolution was sent to the email address on file.
  
  Although 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 June 19th, nor have any returns been received to present date, as a gesture of goodwill the remaining balance of $59.49 has been cleared.
  
  Your smileactives account remains closed. Nothing further will be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 10/07/2023

   
  Complaint: 20577640
  
  I am rejecting this response because:
  I did cancel I did not accept keeping it open. 
  Sincerely,
  
  *************************

  Business Response

  Date: 10/13/2023

  *****************************
  Apt C3
  **********************
  ******, ** 44883-3361
  
  
  Date: 10/12/23
  
  Complaint ID: ********
  Account Number: ******
  File Number: **********
  
  Dear **************,
  
  Thank you for the opportunity to respond.
  
  As stated in our previous response, our records reflect that you re-enrolled online for automatic shipments of smileactives November 8, 2022.
  
  Per a review of your calls received since your re-enrollment November 8, 2023, you agreed to the postponement date of April 9, 2023 and were advised (on both November 19th and December 16th) to contact us prior to April 9th to cancel or make changes to your account.
  
  On April 9, 2023, per the terms of the agreement, your 2nd shipment, a 90-day supply with total cost billed in 3 installments over 31-day billing cycles), began processing for delivery and could not be stopped when you contacted us on April 10th.   
  
  During the April 10th call, information was provided regarding your 2nd shipment, the total cost and 60-day Money Back Guarantee available that would expire on June 10, 2023.   An offer for a complementary shipment of Whitening Pens and another postponement of future shipments until October 10, 2023 was accepted instead of cancellation.
  
  Your account was cancelled on May 15, 2023, when we received notification from PayPal of your dispute of the 2nd installment of $29.75 billed for your 2nd shipment.  The payment reversal (chargeback) caused by the dispute increased the remaining balance due to $59.49 and activated the auto past due billing process to send monthly notices advising of the balance.  
  
  Although our policy states that orders already shipped at the time of cancellation continue to bill until paid in full or are returned for credit within the 60-day Money Back Guarantee; as an exception and gesture of goodwill the remaining balance of $59.49 was cleared as part of our response to your initial complaint.
  
  Your smileactives account remains closed, with nothing further to be shipped or billed: at this time, we do consider this matter answered and closed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:09/14/2023

  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.

  June 2023 I was shipped a package from smileactives that I did not order. I was charged $174.77. I called them in July to see why I got the other package and to cancel my account. I was told I was signed up for automatic shipments. I did not sign up for this when I ordered the product the first time. I requested my account be canceled and was told if I shipped the product back I would be refunded. Product was shipped back to the company in July via **** In August I got a bill from them for the $174.77 again. I contacted them on Sept 6 to ask why I still had a balance. I was told they never received the returned product. I told them I shipped in July and they again said they never saw it and since it was now 60 days since order I was no longer eligible for a credit to zero out the balance. They have been deceptive in not revealing they signed me up for auto ship and for claiming they have not received the package and attempting to charge me for something I shipped back.

  Business Response

  Date: 09/15/2023

  ***********************
  8705 E Fm 917
  ********, ** 76009-6092
  
  
  Date: 09/15/23
  
  Complaint ID: ********
  Account Number: ******
  File Number: **********
  
  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.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives May 5, 2023.
  
  As part of their initial purchase, customers enrolling in the smileactives member program are informed they will receive automatic shipments until they contact customer service to cancel or make changes to their membership. This information is clearly stated on the order page of our website, and in the shopping cart prior to any personal information being entered. Additionally, before a membership purchase can be submitted, customers must also check a box confirming agreement to the provided terms of the purchase. Your authorization of future automatic shipments and associated charges was provided by checking the empty box on the order page to complete your order.  The products are also shipped with information reiterating the terms and benefits of membership, as well as each shipment's total cost, billing schedule, and the next scheduled shipment date.  We regret if you found the offer unclear in any way.
  
  Your initial order, a 30-day 5-piece introductory kit, was sent May 8th for a total cost of $53.95 (including $4.00 ** Sales Tax) and charged in full at the time of shipping to the PayPal account provided.
  
  On June 5, 2023, per the terms of the offer, your 2nd shipment, a 90-day supply, began processing for delivery for a total of $174.77 (including $11.97 s&h plus $12.95 Sales Tax) to be billed in 3 installments over 31-day billing cycles. We received an initial authorization for the first payment of $***** at this time from the PayPal account on file.
  
  On June 6, 2023, your 2nd shipment (the first 90-day supply) was sent.  We attempted to finalize payment of the 1st installment for ***** at this time, but the request was declined by PayPal. This left the full amount of $174.77 due and activated the past-due billing process to send monthly notices advising of this balance.  
  
  On July 25, 2023, per your phone request, your account was cancelled.  Information regarding the balance remaining your 2nd shipment was provided as well as return instructions since cancelling an account stops all future shipments, but it does not cancel the balance due for orders already shipped prior to cancellation.  
  
  On September 6, 2023, we received your phone inquiry regarding the billing notices.  You advised us that you had returned the shipment.  Our records did not reflect any returns received.  Since the 60-day Money Back Guarantee had expired for this order, your call was placed on hold while an attempt was made to consult a supervisor regarding the issue.   We regret to learn upon reviewing your experience that the call ended prematurely while on hold. We regret any inconvenience this may have caused.
  
  Although our records do not indicate that any returns have been received to present date, as a gesture of goodwill and in an effort to resolve this matter, the remaining balance of $174.77 has been cleared.
  
  Your smileactives account remains closed, with nothing further to be shipped or billed.
  
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 10/07/2023

   
  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:09/11/2023

  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 am a new customer who placed an order online. About a month later, I noticed there were 2 charges made to my Paypal account from this vendor. I then realized that they have auto-subscribed me. On their ordering page, there was NO indication whatsoever that they will auto-subscribe you if you place an order! There was no indication anywhere on anything! This is fraud and they need to be shut down!Also, when I went on their website to investigate how I got subscribed, there was again no indication that when I placed my one-time order that it would be a subscription. They also claim that a subscription can be easily canceled by visiting their website yet there is NO WAY to cancel. The only way to cancel is by calling them and only during business hours. There is NO ONLINE WAY TO CANCEL the subscriptions that they set up fraudulently. Again, this company is setting up UNAUTHORIZED SUBSCRIPTIONS for anyone who places an order!

  Business Response

  Date: 09/15/2023

  Ms. ************************************************************************************* ** 27560-6823
  
  
  Date: 09/14/23
  
  Complaint ID: ********
  Account Number: ******
  File Number: **********
  
  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 make every effort to be forthcoming regarding our promotions and offers for smileactives via the website, TV infomercials, inbound sales phone line, print materials, product packaging and billing. As part of their initial purchase, customers enrolling in our member program are informed they will receive automatic shipments until they contact customer service to cancel or make changes to their membership. The information regarding the terms of the online offer and the continuity program has not been made difficult to locate or read.  This information is provided at the top of the home page before any offer is selected and again in the shopping cart (in bold) prior to any personal information being entered. Additionally, before customers may finalize their 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 they agree to the terms of the purchase. Your authorization of future automatic shipments and associated charges was provided by checking the empty box on the order page to complete your order.  The products are also shipped with information reiterating the terms and benefits of membership including the next scheduled shipment date and our 60-Day Money Back Guarantee available. We regret if you found the offer unclear in any way.
  
  Please be advised, we do offer the ability to purchase smileactives products without a replenishment account on the website and by phone. However, customers who choose to place one-time orders are only offered our retail prices.
  
  Customers may contact us via the chat option on the website or by phone to request cancellation.  Active members also have access to make changes to their accounts via the online self-service membership management login.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives July 25, 2023.  Your initial order for a 30-day introductory supply was sent that day, for a total of $37.48 (including $2.53 ** Sales Tax) and charged in full at this time to the PayPal account provided.  
  
  On August 25, 2023, per the terms of the offer, your 2nd shipment (a 90-day full-sized supply) was sent as scheduled for a total of $125.29 (including $11.97 s&h and $8.47 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles. The 1st installment of $41.77 was charged at the time of shipping to the PayPal account on file leaving a balance of $77.52.
  
  On August 26, 2023, per your Live Chat request, your account was cancelled.  Information regarding the remaining payments and the satisfaction guarantee was provided; since 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.  As a courtesy and exception to our normal guarantee, a refund of $41.77 was issued, and the remaining balance of $77.52 cleared prior to the receipt of your return.
  
  Your smileactives account remains closed. Nothing further will be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 09/28/2023

   
  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:08/25/2023

  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 cancelled a subscription on 12/19/22 with SmileActives customer service that I wasn't aware I signed up for when I made a one-time purchase. Their customer service team told me my subscription was cancelled and gave me this confirmation number: *******. For months I have been threatened by SmileActives for not paying for a purchase that I did not make of $29.75 on 12/20/22 (AFTER THE *** I CANCELLED THE SUBSCRIPTION). I should not have to pay this money as I cancelled my subscription. Stop harassing me. The order # is ******* and account # is ******.

  Business Response

  Date: 09/01/2023

  *******************************
  Apt 1N
  ***************************************************************-5636
  
  
  Date: 09/01/23
  
  Complaint ID: ******** 
  Account Number:  ******
  File Number: **********
  
  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.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives November 18, 2022. 
  As part of their initial purchase, customers enrolling in the smileactives member program are informed they will receive automatic shipments until they contact customer service to cancel or make changes to their membership; this information is clearly stated on the order page of our website, prior to any personal information being entered. Before customers may finalize their 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 . By checking the box you agreed to the terms of the offer.  We regret if you found the offer unclear in any way.
  
  Your initial order, a 30-day introductory kit was sent November 18,2022 for a total cost of $26.76 (including $1.81 ** Sales Tax) and charged in full at the time of shipping to the credit card provided.

  On December 18, 2022, per the terms of the offer, your 2nd shipment, a 90-day supply, began processing for delivery for a total of $89.25 (including $8.97 s&h and $5.43 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles. We received an approved payment authorization from your credit card at this time for the 1st installment of $29.75. 
  
  On December 19, 2022, per your Live Chat requests, your account was cancelled.  Information regarding your 2nd shipment was provided as well as return instructions since cancelling an account stops all future shipments, but it does not cancel the balance due for orders already processed for delivery prior to cancellation.  They cannot be stopped from shipping and will continue to bill until paid in full or returned for credit within the 60-Day Money-Back Guarantee.
  
  On December 20, 2023, the 2nd shipment was sent and the authorized 1st installment of $29.75 was finalized as a charge. 
  
  On January 20, 2023, the 2nd installment of $29.75 for your 2nd shipment was charged as scheduled; the 3rd and final payment of $29.75 was charged on February 20, 2023, at which time your account was paid in full.

  On March 23, 2023, your financial institution reversed the 3rd payment of $29.75 for your 2nd shipment. While this chargeback created a credit in your favor with your financial institution, it restored the amount of $29.75 due and payable to smileactives.  At this time the auto past due billing process was activated to send monthly notices advising of the balance.
  
  Although our records do not indicate that any returns have been received to present date, as a gesture of goodwill and in an effort to resolve this matter, the remaining balance due of $29.75 has been cleared. 
  
  Your smileactives account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:08/25/2023

  Type:Customer Service 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 have called and cancelled the promotion item after having an allergy to the product. I asked for a refund and cancelled account. They continue to bill my account after I've cancelled! Won't stop.

  Business Response

  Date: 09/06/2023

  ***************************
  *****************************************************************-8158
  
  
  Date: 09/01/23
  
  Complaint ID: ********
  Account Number: ******
  File Number: **********
  
  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 to learn that you may have experienced a potential reaction with smileactives, as you have stated. It is of utmost importance to us that any potential reaction to this product is documented and addressed.  Per our records you declined the offer of a callback from Customer Specialists to discuss your experience.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives June 7, 2023.  As part of their initial purchase, customers enrolling in the smileactives member program are informed they will receive automatic shipments until they contact customer service to cancel or make changes to their membership.
  
  Your initial order, a 30-day introductory supply, was sent June 8, 2023, for a total of $54.32 (including $4.37 OK Sales Tax) and billed in full at the time of shipping to the PayPal account provided.
  
  On July 8, 2023, per the terms of the agreement, your 2nd shipment began processing for delivery, for a total of $174.93 (including $11.97 s&h and $13.11 OK Sales Tax) to be billed in 3 installments over 31-day billing cycles. We received an approved authorization from PayPal at this time for the 1st installment of $58.32.
  
  Also on July 8th, per your live Chat request, your account was cancelled.  Information regarding your 2nd shipment, balance and payments scheduled, as well as return instructions were provided, since orders that are processing for delivery at the time of cancelation cannot be prevented from shipping: they will be sent and will continue to bill until paid in full or returned for credit within the 60-Day Money-Back Guarantee.
  
  On July 10, 2023, your 2nd shipment was sent, and the previously authorized 1st installment of $58.32 was finalized as a charge, leaving a balance of $116.61.
  
  On August 10, 2023, the 2nd installment of $58.31 was charged as scheduled to the PayPal account on file, leaving a balance of $58.30.
  
  Although our records do not indicate that any returns have been received to present date, as a gesture of goodwill the remaining balance of $58.31 has been cleared.
  
  Your smileactives account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:08/25/2023

  Type:Product 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 got the first shipment and canceled. I didn't like the product. The electric toothbrush broke within a week. They are billing me $114.86 for nothing I received. I have contacted them several times with no return response. This is a scam and had to cancel my credit card in fear they would keep charging it.

  Business Response

  Date: 09/01/2023

  ***************************
  **********************************************************************-1311
  
  
  Date: 09/01/23
  
  Complaint ID: ********
  Account Number: ******
  File Number: **********
  
  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.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives December 27, 2022.
  
  As part of their initial purchase, customers enrolling in the smileactives member program are informed they will receive automatic shipments until they contact customer service to cancel or make changes to their membership. The products are also shipped with information reiterating the terms and benefits of membership.
  
  Your initial order for a 30-day introductory supply was sent December 28, 2022, for a total of $53.45 (including $3.50 IN Sales Tax) which was charged in full to the credit card provided.  
  
  We regret to note on reviewing your chat on January 24, 2023; that your chat ended before you were transferred to an agent to confirm your next shipment date.
  
  Per the terms of the offer, on January 31, 2023, your 2nd shipment (a 90-day full-sized supply) was sent for a total of $173.15 (including $11.97 s&h and $11.13 IN Sales Tax) to be billed in 3 installments over 31-day billing cycles. The 1st installment of $58.29 was charged at the time of shipping to the credit card on file: the 2nd and 3rd installments of $57.44 and $57.42 were charged as scheduled on March 3, 2023, and April 4, 2023, respectively.
  
  On May 4, 2023, your 3rd shipment (a 90-day full-sized supply) was sent for a total of $173.15 (including $11.97 s&h and $11.13 IN Sales Tax) to be billed in 3 installments over 31-day billing cycles. The 1st installment of $58.29 was charged at this time to the credit card on file.
  
  On June 4, 2023, we attempted to process your 2nd installment of $57.44 as scheduled but the request for payment was declined by your financial institution leaving a remaining balance of $114.86 due and payable to smileactives.  At this time the automated billing process was activated to send monthly notices advising of the balance.  
  
  On July 10, 2023, per your request received via mail, your account was cancelled.  Please be advised that while cancelling an account stops all future shipments, it does not cancel the balance due for orders already shipped/delivered prior to cancellation. They will continue to bill until paid in full or returned within the 60-day Money Back Guarantee.  
  
  On August 14, 2023, in response to your additional written correspondence, an email was sent confirming your account cancelation and explaining the remaining balance; our contact information was provided.
  
  On August 15, 2023, although our records do not indicate that any returns had been received, as a courtesy the remaining balance was cleared.
  
  Your smileactives account remains closed. Nothing further will be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 09/13/2023

   
  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:08/23/2023

  Type:Billing 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.

  they have charged my account for the last 7 months, HAVE NOT received any product. ill called customer service to cancelled, 7 months ago, and still having charged without product, i want my money back or i will file on court.

  Business Response

  Date: 09/01/2023

  **************************
  530 *******
  *********, ** 40601-4404
  
  
  Date: 08/30/23
  
  Complaint ID: ********  
  Account Number: ******
  File Number: **********
  
  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.
  
  As part of their initial purchase, customers enrolling in the smileactives member program are informed they will receive automatic shipments until they contact customer service to cancel or make changes to their membership; this information is clearly stated on the order page of our website, prior to any personal information being entered.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives January 17, 2022. Your initial order for a 30-day introductory supply was sent January 17, 2022, for a total of $21.15 (including $1.20 ** Sales Tax) which was charged in full to the credit card provided.  
  
  Per the terms of the offer, on February 15, 2022, your 2nd shipment (a 90-day full-sized supply) was sent for a total of $72.95 (including $8.97 s&h and $4.13 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles. The 1st installment of $24.68 was charged at the time of shipping to the credit card on file: the 2nd and 3rd installments of $24.14 and $24.13 for your 2nd shipment were charged as scheduled on March 18, 2022, and April 18, 2022, respectively.
  
  Additional 90-day full size replenishment shipments (billed in 3 installments over 31-day billing cycles) continued to be sent as scheduled approximately every three months until November 18, 2022.
  
  On November 18, 2022, your 5th shipment (a 90-day full-sized supply) was sent for a total of $88.85 (including $8.97 s&h and $5.03 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles. The 1st installment of $29.98 was charged at the time of shipping to the credit card on file leaving a balance of $58.87.
  
  Also on November 18, 2022, we received your phone inquiry due to the $29.98 charge.  Information regarding your 5th shipment, the next shipment date, and that the account remained active was provided.  You informed us that you had not received the previous shipment.  A replacement was requested.  We regret to note on reviewing your experience that, due to a processing error, the replacement order was not shipped.  We apologize for any inconvenience this may have caused.  A replacement has now been processed and should be delivered within 7 10 business days.
  
  The 2nd and 3rd installments of $29.44 and $29.43 were charged as scheduled on December 19, 2022, and January 19, 2022, respectively.
  
  On February 21, 2023, your 6th shipment (a 90-day full-sized supply) was sent for a total of $88.85 (including $8.97 s&h and $5.03 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles. The 1st installment of $29.98 was charged at the time of shipping; the 2nd and 3rd installments of $29.44 and $29.43 were charged as scheduled on March 24, 2023, and April 24, 2023, respectively.
  
  On May 23, 2023, your 7th shipment (a 90-day full-sized supply) was sent for a total of $88.85 (including $8.97 s&h and $5.03 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles. The 1st installment of $29.98 was charged at the time of shipping; the 2nd and 3rd installments of $29.44 and $29.43 were charged as scheduled on June 23, 2023, and July 24, 2023, respectively.
  
  On July 24, 2023, per your phone request, your account was cancelled.  You informed us that you had not received the last shipment sent May 23rd.  Although the 60-Day Money Back Guarantee had just expired for this shipment, as a courtesy a refund check in the amount of $79.34 was issued.  Per the terms of our satisfaction guarantee, the $9.51 (s&h) was not refunded.
   
  Your smileactives account remains closed. Other than the replacement mentioned previously, nothing further will be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:07/29/2023

  Type:Customer Service 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 have repeatedly called and tried to cancel the account, and they claim they are not authorized in customer service to cancel. Hence, i keep getting charged.

  Business Response

  Date: 08/14/2023

  *************************************
  *********************************************************************-1855
  
  
  Date: 08/14/23
  
  Complaint ID: ******** 
  Account Number: ******
  File Number: **********
  
  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 also regret the delay in responding to your complaint filed with the Better Business Bureau on 6/26/23, as we only received this complaint on 7/31/23.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives on February 24, 2023.  Your initial order for a 30-day introductory supply was sent that same day, for a total of $42.60 (including $2.65 ** Sales Tax) which was charged in full to the PayPal account provided.  
  
  Per the terms of the offer, on March 26, 2023, your 2nd shipment (a 90-day full-sized supply) began processing for delivery, for a total of $140.55 (including $11.97 s&h and $8.73 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles. We received an authorization for payment of the 1st installment of $47.39 from the PayPal account on file at this time. 
  
  Also on March 26th, we received your phone request to cancel, but our records reflect that you instead accepted an offer to extend the 60-day Money Back Guarantee for your first shipment, since you had not yet tried the products. Information regarding your 2nd kit already in processing for shipment was provided at this time.
  On March 28, 2023, your 2nd shipment was sent and the previously-authorized payment of $47.39 was finalized as a charge, leaving a balance of $93.16. The 2nd and 3rd installments of $46.59 and $46.57 each for your 2nd shipment were charged as scheduled on April 28, 2023, and May 29, 2023, respectively.
  
  On June 26, 2023, your 3rd shipment (a 90-day full-sized supply) began processing for delivery, for a total of $140.55 (including $11.97 s&h and $8.73 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles. We received authorization for payment of the 1st installment of $47.39 from the PayPal account on file at this time. 
  
  Per your phone request also on June 26th, it was confirmed that your 3rd shipment could no longer be prevented from shipping by that time. Orders that are processed to be shipped at the time of cancelation will be sent, and will continue to bill as scheduled until paid in full or returned for credit within the 60-Day Money-Back Guarantee. We regret to learn on reviewing your experience that your request to cancel all future shipments was unable to be processed at this time, due to a system delay, and then was not completed immediately once your account status had updated to allow cancellation: we apologize for the delay in completing your request. Please rest assured that your experience has been reviewed and will be used to improve our services moving forward.
  
  On June 27, 2023, your 3rd shipment was sent. We attempted to finalize the previously-authorized payment of the 1st installment for $47.39 when it shipped, but the request was declined by PayPal.  This left the full remaining balance of $140.55 due, and so balance reminders were sent monthly.  
  
  Although our records do not indicate that any returns have been received on your account to present date, as a gesture of goodwill in an effort to fully resolve the matter, the remaining balance of $140.55 for your 3rd shipment has been removed. Please consider any invoices received after the date of this correspondence to have crossed in the mail.
  
  Your smileactives is now closed as requested, and nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  Date:07/28/2023

  Type:Product 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 returned all the products that Smileactives sent me (some of which I never ordered or approved to be charged for), within the 60 day money-back guarantee refund window. They received the products on June 3, 2023. They said I should receive a purchase price refund within 7 to 10 days. I was told to return the products to: Smileactives, ********************************* *****-9712. Thus far, I have not received my refund.Also on May 24, 2023 I called Smileactives Customer Support and canceled my Account per Cancellation Reference #*******. I was also told if I returned all the products I had been sent within their 60-day money-back guarantee timeframe that I would get a purchase price refund, minus any handling charges.I have sent them several follow up notes, but they never respond to my correspondence. I tried using their Chat option, but it is a Bot and doesnt understand my questions.I want my Refund and I asked for a written confirmation back from them, that they will never send me any more product; nor will they ever charge any more charges to my charge card.Here is the tracking information that I returned ***************************** received them.USPS TrackingFAQs >Tracking Number:9534910960253152668721 O Copy ** Add to Informed Delivery Latest Update Your item was delivered to the front desk, reception area, or mail room at 9:32 am on June 3, 2023 in *****, ** *****. The item was signed for by *************Get More Out of ******************* Tracking Plus Delivered Delivered, Front Desk/Reception/Mail Room

  Business Response

  Date: 08/14/2023

  Ms. ******************************* Box 40816
  ******, ** 85717-0816
  
  
  Date: 08/14/23
  
  Complaint ID: ******** 
  Account Number: ****** 
  File Number: **********
  
  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 also regret the delay in responding to your complaint filed with the Better Business Bureau on 6/11/2023, as we only received this complaint on July 31, 2023.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives on April 23, 2023. As part of their initial purchase, customers enrolling in the smileactives member program are informed they will receive automatic shipments until they cancel or make changes to their membership. Before customers may finalize their membership purchase, they must check a box that states they agree to the provided terms of the purchase: by checking that box you agreed to the terms of the offer.
  
  Your initial order for a 30-day introductory supply was sent on April 24, 2023 for a total cost of $27.00 (including $2.05 ** Sales Tax) which was charged in full to the credit card provided. 
  
  On May 24, 2023, per the terms of the online offer, your 2nd shipment (a 90-day full-sized supply) was sent for a total of $90.70 (including $8.97 s&h plus $6.88 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles. The 1st payment of $30.73 was charged at the time of shipping to the credit card on file, leaving a balance of $59.97.
  
  Also on May 24th, per your phone request, your account was cancelled and return instructions were provided.
  
  Please be advised that returns must go through several processing steps, and so the date your tracking information shows delivery may not be the same date the return is processed and credited back to your account; we ask to allow **** business days for returns processing. On June 15, 2023, your 1st and 2nd shipments were processed as returned at our facility, within the 60-Day Money Back Guarantee, at which time refunds totaling $48.02 were issued and the balance of $59.97 (for your 2nd shipment) was cleared. Per the terms of our 60-Day Money-Back Guarantee, the $9.71 (s&h) was not refunded.
  
  Your smileactives account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer Answer

  Date: 08/25/2023

   
  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; as long as they never ship me any more product, nor will they never charge my card again.  I agree this issue is closed, as long as this company keeps their word.  I have seen comments from other upset customers that they start shipping & charging months later after stating a persons Account was closed.  I guess only time will tell if they keep their word.  If they dont, you will hear back from me again 

  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/27/2023

  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.

  Smileactives falsely advertises a 60-day money back guarantee, while their website says they dont offer cancellations after the order has shipped! There is no way to cancel on their website. **************** lets you wait on hold, then they pick up and disconnect! This is an egregious violation of consumer rights. Was also never aware I was signing up for auto shipping for 3 months of the product. This is a new level of deceptive marketing. This will make me hesitant to make any purchases based on a television advertisement. Disgusting!Im still within the 60 days to cancel and get a full refund. Purchase date was 4/30/23. Today or 6/17/23. But to act on this guarantee, I can only call them and they wont speak to me! So now Ill be auto billed for 3 months of a product that did not produce the results described by Smileactives!

  Business Response

  Date: 08/14/2023

  ***********************
  26 ************
  ********, ** 06405-2404
  
  
  Date: 08/14/23
  
  Complaint ID: ******** 
  Account Number:  ******
  File Number: **********
  
  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 also regret the delay in responding to your complaint filed with the Better Business Bureau on June 17, 2023, as we only received this complaint on July 31, 2023.
  
  Our records reflect that you enrolled online for automatic shipments of smileactives on April 30, 2023. We do make every effort to be forthcoming regarding our promotions, offers, and satisfaction guarantee for smileactives via the website, TV infomercials, inbound sales phone line, print materials, product packaging, and billing. As part of their initial purchase, customers enrolling in the smileactives member program are informed they will receive automatic shipments until they cancel or make changes to their membership. Information regarding the terms of the online offer and the continuity program is provided in the shopping cart, in bold print the same size text as the rest of the page, prior to any personal information being entered. 
  
  More specifically, the offer you selected states that: "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.
  You are in control of your membership, call or visit www.smileactives.com/account to customize your kit, modify shipping intervals, or to cancel your subscription. There is no commitment and no minimum to buy." To finalize their membership purchase, customers must check a box that states they agree to the provided terms of the purchase: "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.  The products are also shipped with information reiterating the terms and benefits of membership, including instructions on how to take advantage of the 60-Day Money Back Guarantee available. We regret if you found the offer unclear in any way.
  
  May 1, 2023, your first shipment (a 30-day introductory supply, with a buy-one-get-one-free new member promotion applied) was sent for a total of $26.53 (including $1.58 ** Sales Tax) and charged in full to the credit card provided.
  
  Per the terms of the offer, on May 31, 2023, your 2nd shipment (a 90-day full-sized supply) was sent for a total of $89.14 (including $8.97 s&h plus $5.32 ** Sales Tax) to be billed in 3 installments over 31-day billing cycles. The 1st payment of $30.09 was charged at the time of shipping; the 2nd and 3rd payments of $29.52 and $29.53 each were charged as scheduled on July 1, 2023, and August 1, 2023, respectively.
  
  Please be advised that our records do not reflect any contact received in reference to your account since its inception, until our 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 regularly tested without issue. Please also note that if your web browser blocks popups, it can interfere with the functionality of self-service membership management options (including cancelling future shipments.)
  
  As a gesture of goodwill, we have extended the 60-Day Money Back Guarantee available for your 2nd shipment by an additional 30 days. You can simply return the product(s) within this extended guarantee period - even if they are empty - for a full refund of your purchase price (minus shipping and handling, per the terms of our guarantee) by following the instructions on the shipment's invoice. Please use the address on the front side of your invoice for your return. If you don't have your original invoice, you can use the following address:  
  Smileactives Returns 
  ****************************************
  
  As our records do not reflect any returns have been received on your account to present date, there is no refund due. 
  
  Your smileactives account is now closed as requested, and nothing further will be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director