ComplaintsforSmileActives

• Initial Complaint

  08/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Unfair practices. The seller Smileactives offered an introductory offer with the promise that further shipments can be easily canceled. I recieved the introductory offer then promptly canceled via phone ( unpleasant encounter to say the least) after cancelation, another shipment arrived. I refused to accept that shipment and it was returned. I called again to verify cancelation and inform the seller that I refused receipt of unwanted shipment. Then I began recoding bills and calls and emails! Demanding payment for something I did not want or accept AFTER cancelation. Now they are threatening collections. This is horrible business practices. They are harassing and in professional. The information on their ad is misleading and prays on people.

  Business response

  09/06/2024

  *****************************
  ********************************************************
  *********************
  
  Date: 9/3/24
  
  Complaint ID: ********
  Account 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 April 13, 2024, with the purchase of a special offer of a Buy Get One Free 30-day introductory kit at discounted member pricing.
  
  We do make every effort to be forthcoming regarding our promotions and offers for smileactives via the website, TV infomercials, inbound sales phone lines, print materials,product packaging, and billing. As part of their initial purchase, customers purchasing a special discounted offer for an introductory kit are informed they will receive full -size automatic replenishment shipments until they contact customer service to cancel or make changes to their membership.
  
  Your initial order, a 30-day introductory kit, was sent April 15, 2024, for a total cost of $38.09 (including $3.14 MN Sales Tax) and billed in full to the ****** account provided.
  
  On May 14, 2024, per the terms of your purchase, your 2nd shipment (a 90-day replenishment kit) began processing for shipment as scheduled for a total of $124.36 (including $11.97 s&h and $10.54 MN Sales Tax) to be billed in 3 installments over 31-day billing cycles.   We received a payment authorization from ****** for the 1st installment of $42.46 at this time.
  
  On May 15, 2024, your 2nd shipment was sent, but when we attempted to finalize the preauthorized payment of $42.46 for the 1st installment, the request was declined by ******. This left the full remaining balance of $127.36 due and activated the past-due billing process to send monthly notices advising of this balance.
  
  On August 28, 2024, your account was cancelled per your written request.  A confirmation of the cancelation, including the remaining balance, was sent to the email on file. While cancelling an account stops all future shipments, it does not cancel the balance due for orders already shipped prior to cancellation.
  
  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 either before or since August 28th. 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.
  
  You noted in this BBB complaint that you refused the 2nd shipment.  Unfortunately, returning a product via "Return to Sender"without verifiable proof of mailing, oftentimes results in a package never being received back to our facility to process a return credit to clear any balance owed.  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.
  
  Your smileactives account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director
  

  Customer response

  09/13/2024

   
  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,
  
  *****************************

  Customer response

  09/13/2024

   
  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

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Was subscribed to this monthly without my knowledge and they continue to raise prices each time, also without my knowledge. Ive been trying for a few months to cancel this subscription which they make so very impossible as their unsubscribe button online is only a glitch and there is no way to reach out to a real person through their customer service which is all a dead end. They also have a form of cancellation page that requires you to pay them more after filling up information which is crazy and a scam just to collect even more money. Finally, after canceling subscription payments on ******* they continue to send bills to my apartment asking for money for things I am no longer (or even want to be) receiving. Ive never had such trouble and frustration with cancelling just a product, wow. Please CLOSE AND CANCEL all activity from my account, this can be reported further if I keep receiving unnecessary notices.

  Business response

  08/21/2024

  *************************
  *******************
  ******************************
  
  Date: 8/20/24
  
  Complaint ID: ********
  Account 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 Kind Science on April 13, 2024, with the purchase of a promotionally discounted 5-piece 30-day introductory kit.  We make every effort to be forthcoming regarding our promotions and offers for Kind Science.  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. 
  
  Your initial order, the 5-piece 30-day introductory kit, was sent April 15th for a total cost of $64.75 (including $4.80 TX Sales Tax) which was charged in full at the time of shipping to the ****** account provided. 
  
  On May 15, 2024, per the terms of your purchase, your 2nd shipment (a full size 90-day replenishment kit) was sent for a total cost of $275.21 (including $14.97 s&h plus $23.24 CA Sales Tax) to be billed in 3 installments over 30-day billing cycles.  The 1st installment of $91.73 was charged at the time of shipping leaving a balance of $183.48.
  
  Also on May 15th, we received your phone request to cancel your Kind Science subscription, but our records reflect that after you were informed of the benefits and options available to members (including discounted prices and the ability to customize future shipments and shipping frequency) you decided instead to keep your subscription active and consider possible customization options before the next shipment scheduled for August.  Information was provided regarding your 2nd shipment that had just processed for delivery. 
  
  On June 14, 2024, the 2nd installment of $91.73 for your 2nd shipment was charged as scheduled leaving a balance of $91.75.
  
  On July 9, 2024, we received your request to cancel.  The total cost and billing for your 2nd shipment was explained. We regret to learn that your request to cancel your membership was not correctly processed at this time and you were misinformed that the account was cancelled.  Please be advised that even if the error had not occurred, orders that have already been shipped at the time of cancelation continue to bill until paid in full or are returned for credit within the 30-Day Money-Back Guarantee.  We would like to apologize for any inconvenience which resulted.
  
  As no return had been received, on July 14, 2024, the 3rd and final installment of $91.75 for your 2nd shipment was charged as scheduled.
  
  Since the subscription was still active, on August 14, 2024, a 3rd shipment began processing for delivery for a total cost of $275.21 (including $14.97 s&h plus $23.24 CA Sales Tax) to be billed in 3 installments over 30-day billing cycles.  We received a payment authorization for the 1st installment of $91.73 for ****** at this time.
  
  Also, on August 14th we received your call regarding the pending payment.  Your account was cancelled but although we were unable to stop the shipment from being sent, we were able to stop the request for the authorized payment to be finalized as a charge.  The full cost of this shipment ($275.21) was waived.  Since this payment was never finalized, there is no charge to be refunded; our authorization for this payment is estimated to expire as of August 20th but since procedures vary amongst financial institutions, you may wish to check with ****** in terms of how it handles pending authorizations when a request for payment is not finalized as a charge.
  
  Rest assured that your experience has been reviewed and will be used to improve our service moving forward.  Please keep the last shipment free of charge, as a token of our apology for the error resulting in this replenishment kit being sent.
  
  Your Kind Science account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  08/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  DATE: August 2 and August 3 I ordered a bottle of toothpaste from Smileactive in April. It was a one time purchase and they charged my credit card for another shipment. Nowhere on the website said it was a monthly membership. I called and requested them to cancel my membership. I thought it was all resolved. I returned the product and was refunded my money.ON August 2nd and 3rd my credit card was charge $30.18 and $60.35 without my authorization. I called them and come to find out my account was not cancelled like they said in April. I finally got it cancelled and now they won't refund my $90.53 unless I send the products back. It is their mistake not mine.

  Business response

  08/16/2024

  *********************
  *********************************************************************
  
  Date: 8/12/24
  
  Complaint ID: ********
  Account 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 April 3, 2024, with the purchase of a special offer of a Buy Get One Free 30-day introductory kit at discounted member pricing.
  
  We do make every effort to be forthcoming regarding our promotions and offers for smileactives via the website, TV infomercials, inbound sales phone lines, print materials,product packaging, and billing. As part of their initial purchase, customers purchasing a special discounted offer for an introductory kit are informed they will receive full -size automatic replenishment shipments until they contact customer service to cancel or make changes to their membership.  All of the Buy One Get One offers include replenishment shipments.  Information regarding the terms of the offer and subscription is provided in three places online before an order can be submitted.  First on the special offers page of our website before an offer is selected; 2nd in the shopping cart, in bold print to draw a customers attention prior to any personal information being entered.  Finally, before customers can submit an order, they must check an empty box that states: By checking this box, you are electronically signing your order, agreeing to the terms above and to our general Terms & Conditions, including our no-commitment auto-replenishment program, and authorizing us to charge paym6ents to the credit card you provide.  Your authorization of future shipments and associated charges was provided by checking this box to complete your initial order.  We regret if you found the offer unclear in any way.
  
  We do offer the ability to purchase smileactives products without a replenishment subscription on our website as well as by phone. However, customers who choose to place one-time orders are only offered our retail prices.  All purchases are backed by a 60-day Money Back Guarantee.
  
  Your initial order, a 30-day BOGO introductory kit, was sent April 4, 2024, for a total cost of $26.95 (including $2.00 TX Sales Tax) and billed in full to the ****** account provided.
  
  On May 3, 2024, per the terms of your purchase, your 2nd shipment (a 90-day replenishment kit) was sent as scheduled for a total of $90.53 (including $8.97 s&h and $6.71 TX Sales Tax) to be billed in 3 installments over 31-day billing cycles.   The 1st installment of $30.18 was charged at the time of shipping leaving a balance of $60.35.
  
  Also, on May 3rd we received your call regarding the charges.  Information about your 2nd shipment and the remaining balance was provided. Upon review we discovered your account was not cancelled at this time per your request.
  
  On May 21, 2024, your 2nd shipment was processed as returned at our facility,within the 60-Day Money Back Guarantee, at which time a refund in the amount of $20.49 was issued and the balance of $60.35 was cleared. Per the terms of our 60-Day Money-Back Guarantee, the $9.69 (s&h and applicable sales tax) was not refunded.
  
  On August 2, 2024, per the terms of your purchase, your 3rd shipment (a 90-day replenishment kit) was sent as scheduled for a total of $90.53 (including $8.97 s&h and $6.71 TX Sales Tax) to be billed in 3 installments over 31-day billing cycles.   The 1st installment of $30.18 was charged at the time of shipping leaving a balance of $60.35.
  
  Also on August 2nd, your account was cancelled per your request.  As a courtesy in an attempt to clear the balance and stop additional charges, the payment plan was cancelled.  We regret to learn that due to an error this was incorrectly processed resulting in the full balance of $60.35 posting as a second charge on this date.  We would like to apologize for any frustration you've experienced as a result of this error.
  
  On August 5, 2024, we received your LiveChat inquiring about the charges.  A request was submitted to our support team to review the account and correct.  On August 5th refunds totaling $90.53 were issued for the 3rd shipment.  A call was placed to inform you of the refund and to keep the shipment as a token of our apology.
  
  As we strive to provide only the highest quality products and service, we regret to learn your experience with us did not meet that expectation. Please rest assured, your customer service experience has been reviewed and will be used to improve our service going forward.
  
  Your smileactives account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer response

  08/26/2024

   
  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

  08/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Company is running a total scam. I am a retired law enforcement agent who specialized in online scams, and frauds. After initially ordering this product having watched a commercial, I decided to try it. After initial order, they automatically enroll you into a monthly subscription, (although they did not OFFER and OPT-OUT, or tell you that you were Opting in, as required by NYS Consumer Law). After my ****** account was debited a second month for a product that I did not order, or want, or authorize anyone to order and charge my account on my behalf, I called the company. The call center agents are clearly reading from a script, which is also a violation of ************************* FTC Law. The agent then goes on to say they cancelled everything, only to have it charged on my account a third time. At this point, I ***orted the fraud to ****** fraud investigations, so that this did not happen to other PAYAPAL customers. Now a fourth attempt was being made, and they had the nerve to send me an email to say my card was declining the transaction. Well yes it was, because I not only cancelled the subscription that I did not authorize, and I also ***orted the fraud to ******. Then after visiting their website today, 7.31.24, at 1315 hours EST, my e-mail address for my account was mysteriously not in their system. I called customer service yet again, and mysteriously, the customer service *** was able to get me into my account, (using my email address) and then had the nerve to tell me I owe a past due balance of $30.35. After explaining to him the fraud, and the laws they have broken while on a recorded line, and asking to be put through to a Supervisor or the General Counsel for the company, the call center employee mysteriously says he is transferring me and hangs up the phoneline and the line goes dead. Have no problem joining a class action lawsuit as this one is such a scam and is far too easy. Just need ten or more victims to file a complaint. 100% refund for all!

  Business response

  08/12/2024

  ***********************
  **************************
  *****************
  
  Date: 8/8/24
  
  Complaint ID: ********
  Account 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 March 30, 2024, with the purchase of a special offer of a Buy Get One Free 30-day introductory kit at discounted member pricing.
  
  We do make every effort to be forthcoming regarding our promotions and offers for smileactives via the website, TV infomercials, inbound sales phone lines, print materials,product packaging, and billing. As part of their initial purchase, customers purchasing a special discounted offer for an introductory kit are informed they will receive full -size automatic replenishment shipments until they contact customer service to cancel or make changes to their membership.  All of the Buy One Get One offers include replenishment shipments.
  
  Information regarding the terms of the offer and subscription is clearly stated in three places online before an order can be submitted.  First on the special offers page of our website before an offer is selected; 2nd in the shopping cart, in bold print to draw a customers attention prior to any personal information being entered.  Finally, before customers can submit an order, they must check an empty box that states: By checking this box, you are electronically signing your order, agreeing to the terms above and to our general Terms & Conditions, including our no-commitment auto-replenishment program, and authorizing us to charge paym6ents 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. 
  
  More specifically the order summary for the offer you purchased states: One month after your first order is shipped, and then approximately every three months thereafter, you will be sent a new full-size supply of Smileactives Daily Pro Whitening Gel. Each shipment will be charged to the payment method you provide today, in three monthly payments of $24.95 plus $2.99 for shipping and handling. All orders are subject to applicable sales tax. Please note exact shipment times may vary.  You can manage your subscription by calling ************** or visiting smileactives.com/account at any time to customize your kit, modify shipping intervals or cancel your subscription. We do offer the ability to purchase smileactives products without a replenishment subscription on our website as well as by phone. However, customers who choose to place one-time orders are only offered our retail prices.  All purchases are backed by a 60-day Money Back Guarantee. We regret if you found the offer unclear in any way.
  
  Your initial order, a 30-day BOGO introductory kit, was sent April 1, 2024, for a total cost of $27.10 (including $2.15 NY Sales Tax) and billed in full to the ****** account provided.
  
  On May 1, 2024, per the terms of your purchase, your 2nd shipment (a 90-day replenishment kit) was sent as scheduled for a total of $91.04 (including $8.97 s&h and $7.22 NY Sales Tax) to be billed in 3 installments over 31-day billing cycles.   The 1st installment of $30.35 was charged at the time of shipping; the 2nd installment of $30.35 was charged as scheduled on June 1st leaving a balance of $30.34.
  
  On July 2, 2024, we attempted to process your 3rd and final installment of $30.34 for your 2nd shipment, but ****** declined the request.  At this time the auto past due billing process was activated to send monthly reminders of the balance due.  Please be advised that cancelling a payment agreement with ****** does not automatically cancel a service or subscription agreement with the merchant.
  
  On July 31, 2024, your account was cancelled per your request.  Information was provided regarding the cost of your 2nd shipment and remaining balance.  At your request to speak with a supervisor the customer service representative contacted the support team.  We regret to learn that the call was lost before you could be introduced and transferred to the supervisor.   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 until paid in full or are returned for credit within the 60-Day Money-Back Guarantee.  Although the *** for your 2nd shipment had expired at the time of your call, as a courtesy and exception to our advertised guidelines, the remaining balance of $30.34 was waived.   
  
  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 either before or since July 31, 2024. 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 remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  07/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Smileactives offered 90 day money back guarantee for their products. I purchased them in April & returned in June before the 90 days was up. The product was ordered 4/25 & returned June 15th. Ive emailed them 3 times since July 14th when I got an invoice asking them why I had to pay for what I returned at ****************************** with no reply.

  Business response

  08/02/2024

  *****************************
  *********************************************************************
  
  Date: 8/1/2024
  
  Complaint ID: ********
  Account 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 April 24, 2024, with the purchase of a Buy One Get One Free offer for a 30-day introductory kit of our Power Whitening Gel and Advanced Whitening Pens.  The order was sent April 25th for a total cost of $42.75 (including $2.80 IA sales tax) and billed in full to the credit card provided.
  
  Customers enrolling in our replenishment program are informed they will receive full-size automatic shipments until they contact customer service to cancel or make changes to their membership.
  
  Per the terms of your purchase, on June 5, 2024, your 2nd shipment, a 90-day supply, was sent for a total of $140.21 (including $11.97 s&h plus $8.39 IA sales tax) to be billed in 3 installments over 31-day billing cycles. The first payment of $46.75 was charged at the time of shipping,leaving a balance of $93.46.
  
  On June 11, 2024, your account was cancelled, per your LiveChat request.Information was provided regarding the remaining balance for your 2nd shipment and return instructions as 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.
  
  We regret any misunderstanding; while the replenishment shipments are 90-day supplies the advertised money-back guarantee is 60-days.  Also, please be advised that your account does 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 either before or since June 11th.  Additionally, if customers respond to any unmonitored promotional or confirmation email addresses, automatic response is sent to advise of this which also provides our contact information.  Our website offers multiple options to contact us.  We regret if you experienced any difficulty contacting us via the phone, email, or chat options provided at our website, as these channels have been regularly tested without issue.
  On July 18, 2024, your 2nd shipment was processed as returned at our facility,within the 60-Day Money Back Guarantee, at which time a refund in the amount of $34.78 was issued and the balance of $93.46 was cleared. Per the terms of our 60-Day Money-Back Guarantee, the $11.97 (s&h) was not refunded.  
  
  Our records do not reflect a return of your initial order, shipped April 25th .  If you have proof of mailing indicating that the package was postmarked by June 24th (i.e. tracking number)please fax that to the attention of Corporate Escalation Team, at ************.  Or submit via the BBB Rebuttal process to allow us to locate the return.  Upon receipt of this information, the appropriate refund will be issued. 
  
  Your smileactives account remains closed, with nothing further to be shipped or billed.
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer response

  08/05/2024

   
  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

  07/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Smileactives 07/06/2022 Charged $37.75 Item received 08/05/2022 Charged $42.71 Item received, although not requested - it was an automatic shipment 08/16/2022 Call requesting shipping label - spoke with Choz or ****(?) Information given to me during call: Shipping label - 5-7 days to receive 7-10 days to return package 3-5 days to receive refund Refund amount: $83.46 08/17/2022 Shipping label sent Both items returned immediately 10/11/2022 Credit received of $29.78 Not acceptable. The company claims that I returned the items in October, which is not true. I was told that the return must be made within 7-10 days, which I did. This was within 60 days of the initial receipt of the product. The company states that they have a "60 Day money-Back Guarantee."A complaint is being made now due to an audit of my bank statement. The return took place within the required 60 days of receipt of the products. The credit applied was insufficient and I deserve to receive the proper credit.

  Business response

  08/02/2024

  *******************************
  **************
  *****************
  
  Date: 7/31/2024
  
  Complaint ID: ********
  Account 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 July 5, 2022, with the purchase of a special offer of a 3-piece 30-day introductory kit at discounted member pricing.
  
  We do make every effort to be forthcoming regarding our promotions and offers for smileactives via the website, TV infomercials, inbound sales phone lines, print materials,product packaging, and billing. As part of their initial purchase, customers purchasing a special offer for an introductory kit are informed they will receive full -size automatic replenishment shipments until they contact customer service to cancel or make changes to their membership. 
  Information regarding the subscription is clearly stated online before an order can be submitted.  Before customers can submit an order, they must check an empty box that states: By checking this box, you are electronically signing your order, agreeing to the terms above and to our general Terms & Conditions, including our no-commitment auto-replenishment program, and authorizing us to charge payments to the credit card you provide.  Your authorization of future shipments and associated charges was provided by checking this box to complete your initial order.  We regret if you found the offer unclear in any way.
  
  On July 6, 2022, your first shipment, a 30-day introductory kit was sent for a total of $37.75 (including $2.80 TX sales tax and charged in full at the time of shipping to the credit card provided.
  
  Per the terms of your purchase, on August 5, 2022, your 2nd shipment (a 90-day replenishment supply) was sent as scheduled for a total of $126.17 (including $11.97 s&h and $9.35 TX sales tax)) to be billed in 3 installments over 31-day billing cycles.   The 1st installment of $42.71 was charged at the time of shipping leaving a balance of $83.46.
  
  On August 16, 2022, your account was cancelled per your request.  Information was provided regarding your 2nd shipment, the remaining balance and return instructions as orders that have already been shipped prior to cancellation will continue to bill until paid in full or returned within the 60-Day Money Back Guarantee.  As a courtesy a prepaid return label was mailed August 17th to assist with the return of your 2nd shipment at no additional cost to you.  
  On August 29, 2022, we received your call asking to confirm instructions for how to return your shipment.
  
  Since no return had been received, on September 5, 2022, we attempted to process your 2nd payment of $41.74 for your 2nd shipment as scheduled but your charge card was declined leaving the remaining balance of $83.46 as due and payable.  This activated the auto past due billing process to send monthly notices advising of this balance.
  
  On October 6, 2022, your 2nd shipment was processed as returned at our facility, within the 60-Day Money Back Guarantee, at which time a refund of $29.78 was issued and the balance of $83.46 was cleared. Per the terms of our 60-Day Money-Back Guarantee, the $12.93 s&h (including applicable sales tax) was not refunded.   Also returned at this time was your initial order which had shipped July 6th, but the money-back guarantee had expired for this shipment on September 6,2022, therefore no refund was issued.
  
  Our records do not reflect any calls received from the phone number provided with your order (and this complaint), nor any other contact (email or chat) received in reference to your account from August 29, 2022, until July 24, 2024.
  
  On July 24, 2024, you called inquiring about billing and refund for your shipments.   Information was provided.
  
  On July 25, 2024, we received another call which was transferred to a supervisor per your request.  The account was reviewed.  When you inquired about a refund for your initial order you were advised that the return had been received 30 days past the *** which was why it was not refunded at that time.  Also, you were informed that your account reflects that it has been over two years since that order was shipped and almost two since we last received any contact from you, therefore, due to the age of the shipment it is no longer eligible for a refund.
  
  We strive to stay within advertised guidelines for consistency.  After review of your account and complaint due to the amount of time that has passed, as the last previous contact from you was in August 2022, we are unable to issue a refund even as an exception to the advertised 60-day ***.
  
  Your smileactives account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

• Initial Complaint

  07/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Purchased 1 time order & a month later, was sent a large order & was told it was part of " membership"

  Business response

  08/02/2024

  ***************************
  ********************************************************************************
  
  Date: 7/31/2024
  
  Complaint ID: ********
  Account 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 June 8, 2024, with the purchase of a special offer of a Buy Get One Free 30-day introductory kit at discounted member pricing.
  
  We do make every effort to be forthcoming regarding our promotions and offers for smileactives via the website, TV infomercials, inbound sales phone lines, print materials,product packaging, and billing. As part of their initial purchase, customers purchasing a special offer for an introductory kit are informed they will receive full -size automatic replenishment shipments until they contact customer service to cancel or make changes to their membership. 
  Information regarding the subscription is clearly stated in three places online before an order can be submitted.  First on the order page of our website before an offer is selected; 2nd in the shopping cart - in bold print- prior to any personal information being entered. Finally, before customers can submit an order, they must check an empty box that states: By checking this box, you are electronically signing your order, agreeing to the terms above and to our general Terms & Conditions, including our no-commitment auto-replenishment program, and authorizing us to charge payments to the credit card you provide.  Your authorization of future shipments and associated charges was provided by checking this box to complete your initial order.  We regret if you found the offer unclear in any way.
  
  On June 11, 2024, your first shipment, a 30-day BOGO Power Whitening Gel introductory supply, was sent for a total of $24.95 and charged in full at the time of shipping to the credit card provided.
  
  Per the terms of your purchase, on July 10, 2024, your 2nd shipment (a 90-day replenishment supply) was sent as scheduled for a total of $83.82 (including $8.97 s&h) to be billed in 3 installments over 31-day billing cycles.   The 1st installment of $27.94 was charged at the time of shipping leaving a balance of $55.88.
  
  On July 15, 2024, your account was cancelled per your LiveChat request.  Information was provided regarding your 2nd shipment, the remaining balance and return instructions as orders that have already been shipped prior to cancellation will continue to bill until paid in full or returned within the 60-Day Money Back Guarantee.
  
  On July 23, 2024, your 2nd shipment was processed as returned at our facility, within the 60-Day Money Back Guarantee, at which time a refund of $18.97 was issued and the balance of $55.88 was cleared. Per the terms of our 60-Day Money-Back Guarantee, the $8.97 s&h was not refunded.  
  
  Your smileactives account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director
  

• Initial Complaint

  07/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a product from this company this morning. I immediately 15 minutes later seen that it was a repeating order. Also that when I sent my payment info they changed my email contact to that of my payment company not the one I specified. Then I called them and it was impossible to get through due to the unauthorized changes they made to my contact info. I finally spoke to a real person by contacting the "New order line" and was directed to another ***** I told them to cancel my order they said it had not processed although I had received an email saying it did and that it could not be canceled until it did. I waited and on the site chatted with a rep. *** kept saying she wanted me to try it and then cancel I said no then she said that it was already in route and she couldn't cancel. I checked my payment site and it had not even cleared. I told her to cancel she said I was welcome to send it back but she would not cancel it.

  Business response

  08/02/2024

  *********************
  *****************************************************************************************
  
  Date: 7/31/2024
  
  Complaint ID: ********
  Account 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 smileactivesJuly 22, 2024, with the purchase of a Buy One Get One Free 30-day supply of our Pro Whitening Gel for a total cost of $26.81 (including $1.86 OH Sales Tax).
  
  Please be advised that when an order is placed via our website and order confirmation email is sent as soon as the order is submitted with a temporary order number,but it can take up to 24 hours for the order to download into our customer service and fulfillment system.  Once an initial order has been downloaded it begins processing for delivery almost immediately.   If you called initially within 15 minutes of placing the online order, then most likely your order was not yet available in the customer service system.
  
  Your account indicates that you use your ****** account for payment.  Anytime ****** is selected as the payment method all the billing contact information (address, email, phone etc.) is pulled from the ****** account.  If the billing information provided for an order does not match the information tied to the payment method a payment cannot be authorized and the order will be cancelled.
  
  When you contacted us via LiveChat later the afternoon of July 22nd, we had received an initial payment authorization from ****** for $26.81 and the order was already processing for delivery.  Your subscription was cancelled per your request, which stopped any other future shipments, but as you were informed your initial order could not be stopped by that time.  As a courtesy and exception to our normal return policy, a request to stop the pending payment, if possible,prior to any return.
  
  Although we were unable to stop your 2nd shipment from being sent, on July 23, 2024, we were able to stop the request to finalize the authorized payment of $26.81: these funds were not transferred to us.Since this payment was never finalized, there is no charge to be refunded.  Normally the pending hold on an authorized payment expires (drops) within 7 10 days if the merchant does not ask for the payment to be finalized.  As procedures vary amongst financial institutions, you may wish to check with ****** in terms of how it handles authorizations when a request for payment is not finalized as a charge.
  
  Your smileactives account remains closed, with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

  Customer response

  08/06/2024

   
  Complaint: 22026112
  
  I am rejecting this response because: They clearly took payment days after my order was placed. I was told that calling back later that day I would be able to cancel, yet was given another run around obviously to delay until it truly could not be reversed. After saying that my order would be cancelled the *** on the phone kept trying to talk me into various other offers. When I declined them all she then changed her tune and said she could not cancel. This company is corrupt in it's business dealings.
  
  Sincerely,
  
  *********************

  Business response

  08/20/2024

  *********************
  ********************************
  **************************
  
  Date: 8/14/2024
  
  Complaint ID: ********
  Account Number: ******
  
  Dear ************,
  
  Thank you for the opportunity to respond.
  
  Our records indicate that you placed an order online on July 22, 2024.  When you contacted us via LiveChat later the afternoon of July 22nd, we had received an initial payment authorization from ****** for $26.81 and the order was already processing for delivery.  Your subscription was cancelled per your request, but as you were informed, your initial order could not be stopped by that time.
  
  When an order is placed, the initial payment is submitted to your financial institution for approval (an authorization or hold) prior to shipment. The payment is not finalized as a charge until an order is shipped.
  
  As stated previously, although we were unable to stop your order from being shipped, we were able to stop the request to finalize the authorized payment of $26.81: these funds were not transferred to us. Since this payment was never finalized, there is no charge to be refunded.  We suggest that you check with ****** to confirm that the authorized payment has not been finalized and how they handle pending authorizations when the merchant does not ask for the payment to be completed.
  
  Your smileactivesaccount remains closed, with nothing further to be shipped or billed.  For the reasons stated above there is no refund due.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director
  

  Customer response

  08/27/2024

   
  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

  07/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Smileactive I canceled the second order last month and they said they had to go ahead and charge me because it had shipped, but she assured me she canceled it well this month as of today they are charging me again. I called their customer service, which is a joke some dude in the *********** that I couldnt understand couldnt explain anything to me and it took me probably 20 minutes to even get to a real person

  Business response

  07/29/2024

  ***************************
  *************************************************************************
  
  Date: 7/25/2024
  Complaint ID: ********
  Account 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 13,2024, with the purchase of a special offer of a Buy One Get One Free 30-day introductory kit.
  We do make every effort to be forthcoming regarding our promotions and offers for smileactives via the website, TV infomercials, inbound sales phone lines, print materials,product packaging, and billing. As part of their initial purchase, customers purchasing a special offer for a BOGO introductory kit are informed they will receive full -size automatic replenishment shipments until they contact customer service to cancel or make changes to their membership.
  
  On May 14, 2024, your first shipment, a 30-day introductory kit, was sent for a total of $53.94 (including $3.99 TX Sales Tax) and charged in full at the time of shipping to the credit card provided.
  
  Per the terms of your purchase, on June 13, 2024, your 2nd shipment (a 90-day replenishment supply)began processing for delivery as scheduled for a total of $116.53 (including $11.97 s&h and $12.95 TX Sales Tax) to be billed in 3 installments over 31-day billing cycles.   We received an approved payment authorization from your credit card for the 1st installment of $58.27 at this time.  The shipment was sent the following day, June 14th, and the authorized payment of $58.27 was finalized as a charge leaving a balance of $116.50.
  
  Also on June 13th, your account was cancelled per your request.  Information was provided regarding your 2nd shipment and the remaining balance.  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 until paid in full or are returned for credit within the 60-Day Money-Back Guarantee.
  
  On July 15, 2024, the 2nd installment of $58.26 for your 2nd shipment was charged as scheduled leaving a balance of $58.24.  Also, on July 15th we received your LiveChat inquiry and call regarding the charge.  The account cancellation was confirmed and an explanation of the billing for your 2nd shipment was provided.
  Although our records do not indicate that any returns have been received to present date, as a gesture of goodwill the remaining balance of $58.24 has been cleared.
  
  Your smileactives account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director
  

• Initial Complaint

  07/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In October 2023 I purchased a teeth whitening toothpaste from Smileactives and paid for the product through PayPal. Smileactives offered a 60 day money back refund minus shipping. I returned the toothpaste in December prior to the 60 day return date. After returning the product no refund was issued. I disputed the charges through paypal and received a credit. A new shipment for a 90 day supply of toothpaste was sent and a bill for ***** was issued. I called Smileactives to dispute the the new product and discussed my prior order. After an hour long conversation with customer service ********************** agreed to send me a postage paid label to return the product which I never ordered. I sent the product back to Smileactives and they keep sending me invoices, emails and the threat of future collection efforts. The customer number for this account is ******, order#*******, balance due $*****. Smileactives contact #**************. Please help resolve this issue as I have perfect credit and do not want any collection activity on my record. Thank you for your help.

  Business response

  07/29/2024

  *******************************
  *************************************************************************
  
  Date: 7/25/2024
  Complaint ID: ********
  Account 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 October 28, 2023, with the purchase of a special offer of a Buy One Get One Free 30-day introductory kit which included a subscription.
  
  We do make every effort to be forthcoming regarding our promotions and offers for smileactives via the website, TV infomercials, inbound sales phone lines, print materials, product packaging, and billing. As part of their initial purchase, customers purchasing a special offer for a BOGO introductory kit are informed they will receive full -size automatic replenishment shipments until they contact customer service to cancel or make changes to their membership.  Information regarding the subscription is clearly stated in three places online before an order can be submitted.  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.   Your authorization of future shipments and associated charges was provided by checking this box to complete your initial order.  We regret if you found the offer unclear in any way.
  On October 30,2023, your first shipment, a 30-day introductory kit, was sent for a total of $27.57 (including $2.62 IL Sales Tax) and charged in full at the time of shipping to the PayPal account provided.
  
  Per the terms of your purchase,on November 29, 2023, your 2nd shipment (a 90-day replenishment supply) was sent as scheduled for a total of $92.62 (including $8.97 s&h and $8.80 IL Sales Tax) to be billed in 3 installments over 31-day billing cycles.   The 1st installment of $30.87 was charged at this time leaving a balance of $61.75.
  
  On December 11, 2023, our records reflect that we received your phone request to cancel your smileactivesaccount, but you accepted an offer to postpone future shipments instead, at which point regular shipments would resume.   Information was provided regarding the remaining balance for your 2nd shipment and the available 60-day Money Back Guarantee.  We regret to learn that the postponement was not processed correctly and the scheduled ship date for your next replenishment,February 29, 2024, remained unchanged.
  
  On December 30, the 2nd installment of $30.57 for your 2nd shipment was charged as scheduled; the 3rd and final payment of $30.88 was charged on January 30, 2024, at which time your account was paid in full.
  
  You stated in your complaint that you returned both shipments.  Our records do not reflect that either were received.   Unfortunately, if a shipment is returned via "Return to Sender" without verifiable proof of mailing, it oftentimes results in a package never being received back to our facility to process a return credit.  Or if a return does reach our facility but there is no information included (like invoice or customer contact information) to locate the order then the return cannot be processed.
  
  On February 28, 2024, your 3rd shipment (a 90-day replenishment supply) began processing for delivery as scheduled for a total of $92.62 (including $8.97 s&h and $8.80 IL Sales Tax) to be billed in 3 installments over 31-day billing cycles.   We received an approved payment authorization from PayPal for the 1st installment of $30.87 at this time.  The shipment was sent the following day,February 29th, but when we attempted to finalize the previously authorized payment of $30.87 at that time, the request was declined by PayPal.  This left the full balance of $92.62 as due and payable.
  
  Also on February 29, 2024, PayPal reversed all the payments received for both of your previous shipments as well.  While these chargebacks created a credit in your favor with PayPal, it restored the amounts of $27.57 and $92.62 as due and payable since your account did not reflect any returns.   At this time the auto past due billing process was activated to send monthly notices advising of the three balances.
  
  Your account was cancelled due to the chargebacks.  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 until paid in full or are returned for credit within the 60-Day Money-Back Guarantee.
  
  On March 18, 2024, we received your call regarding the billing notices.  The remaining balances were explained, and your account cancellation confirmed.  When you informed us that you had returned the first two shipments a request was submitted for a supervisor to review you request to clear the balance since no returns were reflected in your account and the ****** MBG had expired for your first two shipments.  After review, the balances for your initial order and 2nd shipment were cleared as an exception to our advertised policy.   Also, as a courtesy a prepaid return label was sent to assist with the return of your 3rd shipment.
  
  On May 14, 2024, your 3rd shipment was processed as received at our facility after the 60-Day Money Back Guarantee had expired.  Since this was an automated process, no credit was issued to clear the balance of $92.62 for this last shipment and the automated billing notices continued.
  
  This remaining balance of $92.65 has now been cleared.  You will receive no additional billing notices.  Per your request we removed your contact information from our smileactives marketing databases. Please allow 4-6 weeks for these changes to take effect.
  
  Your smileactives account remains closed with nothing further to be shipped or billed.
  
  Sincerely,
  
  ****************
  Contact Center Operations Director

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