ComplaintsforSmilebox Inc.

• Initial Complaint

  06/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up in 2018 for their annual membership after about a year I went back in to cancel the account and they had no way of me cancelling online. I was not able to use the account it said I did not have an account with my login, I figured they cancelled it. I would walk away and thing well that was resolved on it on only to find out 5yrs later they are still charging me every year *****. One I need this cancelled since I can't cancel online and when I go to account history it says not history and no form of cancelling it. I also want my money back for the last 4yrs

  Business response

  06/11/2024

  Hello *******, thank you for your message. We are terribly sorry for any inconvenience you faced while using our platform. 
  We received your email on May 26 (to: ********************************) and replied with a solution within several hours. Could you please send us another email in case you still have any unresolved questions? We would be glad to double-check the situation and find the best solution. 

  Thank you for your time and understanding!

  Smilebox

• Initial Complaint

  08/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Signed up for a free Smilebox account approximately 15 years ago. Cancelled it after the 30 day free trial. I have come to find out that I am being charged on an Amex that I don't use $47.88 a year. The Amex being charged has long since expired. I tried contacting Smilebox but the number that matches Amex is a fake number. I have no way to be compensated. This company is an absolute scam and should be sanctioned.

  Business response

  08/24/2023

  Hello! Thank you for your comments, we would be glad to explain the situation one more time. Please note that we received your email yesterday and already issued a refund. You are welcome to double-check a reply from us. Also, you subscribed to the Premium plan after the free trial and your subscription has been never canceled (until yesterday). We send email reminders about the upcoming annual charge 7 days before the payment date so you have enough time to cancel the subscription if you do not want to continue it. Also, we send payment confirmation emails after the successful transactions. Please check the email box of the email address that you used to register with us, as you will be able to see all the messages from us. We appreciate all the years that you have been with us and hope to see you in the future. If you have any additional questions, please reply to the email we sent you yesterday or contact us via ********************************* Have a great one! 

• Initial Complaint

  06/20/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am writing to express my utmost dissatisfaction with the dental services I received from your company. I purchased your Direct Smile aligners with high hopes of achieving a perfect smile, as promised by your smile guarantee. However, I am deeply disappointed with the results, as my top teeth have become gapped and my bottom row remains crooked.Not only does this outcome fail to meet the standards outlined in your advertising, but it has also led to significant distress and dissatisfaction with your product. I have attempted to resolve this issue by reaching out to both a dentist and your customer service department, but regrettably, I have made no progress.Despite my efforts to communicate my concerns with your customer service representatives, I have been met with unhelpful responses and no viable solutions. This lack of responsiveness only compounds my frustration and confirms my belief that your smile guarantee is nothing more than false advertising.I demand immediate corrective action to rectify this situation. I expect a full refund for the ineffective treatment and compensation for the additional time and resources wasted on this unsatisfactory experience. I implore you to take my complaint seriously and address it promptly to restore my faith in your companys integrity and commitment to customer satisfaction.I attracted phots of before and after 2 rounds of aligners.

  Business response

  06/21/2023

  Hello! Please note that you have written the complaint to the wrong service. Smilebox.com (our platform) lets customers create beautifully animated greeting cards, invitations, and slideshows for any occasion. We are sorry for the situation occurred but please contact the correct service to resolve your issue. We would appreciate if you could delete this review. Thank you and have a great day! 

  Customer response

  06/21/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***************
  
  
  
   
  
  

• Initial Complaint

  03/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have used Smilebox in the past, and I have either used the free account or I chose the monthly account so that I could create what I wanted for a decent price and then cancel the subscription. I created a monthly account recently to create videos for my daughter's wedding. It should I have been charged for TWO annual subscriptions and two days apart! One is for $104.21, and one is for $59.88. Why would I need two accounts, both are under my name and exact same info? The first week should have been a free trial anyway. There is the option to cancel the subscription, but then I just lose this crazy amount of money for two little videos that I should have been able to make for free or close to it. It's just fraud! I am so disappointed in them.

  Business response

  03/29/2023

  Hello! We are sorry for the inconvenience you faced while using the website. 

  Please note that we do not have free trials or monthly subscriptions at the moment. But we offer 50% off for the customers who purchase the annual plan. As we se from the attached screenshots, you purchase the annual Premium plan and then upgraded your subscription to the annual Pro plan, so you did not pay for 2 subscriptions. Nevertheless, we still want you to be satisfied with the service so we sent you an email. Could you please check it and get back to us at your earliest convenience. 

  Thank you for your time and understanding! 

• Initial Complaint

  02/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I used this service as an annual subscription for many years but Smilebox's software no longer works. In 2022 I tried to cancel it, but customer service refused to cancel the service. They would send me links that did not work, refuse to cancel the renewal, and refused to address my pleas to cancel it prior to the renewal date. After many dead ends attempting to contact them, they charged me. They have charged me again in 2023 and refuse to answer any communications to rectify it. The charge in 2022 was $50.99 on Jnauary 12, 2022 and and another charge in 2023 on January 12th for $50.99.

  Business response

  02/22/2023

  Hello! We are terribly sorry for the inconvenience you faced while using the website. I see that our last communication was in January 2022, where we helped you to navigate the platform. No other emails regarding the payments issues were received. Nevertheless, we do want to make you happy and resolve the case. That's why we sent you an email. Could you please check it and get back at your earliest convenience. Please note that the email communication is the only way of communication with the customer support department. Thank you for your time and understanding! 

• Initial Complaint

  02/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I opened an account with Smilebox two years ago. I made one project using me work email to establish the account. I then left that job and that email/username is defunct. Smilebox attempted to renew my subscription in January of this year, and I attempted to explain I dont want their service. Unfortunately, the website wouldnt work over the course of the SEVERAL DAYS that I attempted to cancel, not even letting me remove the defunct email address. (Oh, but it worked off I wanted to use the service, though; no problem with it then!) Finally, by literally treating the site like it was a clicker game, I managed to get the cancellation through on January 24or so I thought. I then saw a charge for $119 on my credit card from Smilebox on February 9. I tried to call Smilebox customer service, but they have none. As in, NO CHAT AND NO PHONE NUMBER. Actually, there is a phone numberwith a recorded message basically saying send an email. I dont want Smilebox, and frankly, I dont trust them. Ironically, *** discovered 2 friends with a similar problem who had to cancel through their budgeting app. Who cares so little about customer service that they dont even offer a way to speak to them? Not even a freaking bot?!

  Business response

  02/13/2023

  Hello from Smilebox! Unfortunately, we do not offer Customer Support via telephone, but we have had much success with our email support. We have sent you an email to resolve the issue as we did not receive any email from you. Please get back to us with the account details so we could assist you as soon as possible. Thank you for your time and understanding. Just in case, we can be contacted at ********************************. 

• Initial Complaint

  01/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Smilebox will not stop billing me every year. Even though I have tried to contact them, I have disputed the credit card charge they KEEP ON BILLING ME EVERY YEAR- they wont stop! And its impossible to find a phone number to actually call them and tell them STOP. They have done this for what is now the 4th year? I have not even used this website in since 2017-2018? ! have I tried to log in with what I thought was my user id email/password would be........ and they say they do not have my email! But they have my credit card! )PLEASE if anyone can advise how to get these people to STOP charging me!

  Business response

  01/25/2023

  Hello! We are terribly sorry for the inconvenience. I see that you sent us an email and your case is already resolved by our agent. During the conversation with you, we figured out that you had an active account with a different email address that was not provided upon our request. Nevertherless, we canceled your Premium Membership and refunded the amount billed to your account. Please let us know if there is anything else we can do for you. Once again, we sincerely apologize for the inconvenience and wish you a great day! 

  Customer response

  01/25/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  12/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have used this service for at least 7 years to create a holiday slideshow that I use with clients, family and friends. It has had glitches from time to time but I have always been able to produce a finished product that was amazing.This year I paid for the premium membership and spent A WEEK of my time continually logging in and trying to create my slideshow, which I am very adept at doing, having done it for many years. Nothing would work. Come to find out, the new version of Chrome is incompatible with their software. I am required to use Firefox. This is not disclosed anywhere and with such a large population of prospective customers being Chrome users, I have to believe they are intentionally not disclosing this. Every business should be required to have a telephone number at which you can reach support. There is NO way to get through to this business through social media channels, email or phone. They have a contact form and they promise to reply within 48 hours. When I was told Chrome was incompatible, I immediately told them I was cancelling my account. I cancelled my account and guess what? The next screen says it is cancelled but my subscription will end in January ****. What this means is that they don't refund when you cancel. They just cancel the auto-renewal so you won't be charged NEXT TIME. I wrote back and said I would pursue the refund through **************** and they did write back and they said they would process a refund within **** days. This business should disclose the software that is compatible with the program, to save consumers the hassle and the racket Smilebox has going, with auto renewals and a lack of means to communicate with them "live". What business in 2022 does not allow you to speak with a live person?!? *************** like this company has been sold and is operating on the edge, with dishonest practices.

  Business response

  12/16/2022

  Hello ********, we are sorry for the inconvenience you faced while using the platform. The issue with Smilebox must have occurred because of the newest Chrome update that was released on Dec 2nd. The Tech team is already working on resolving the problem, but it requires some time. That's why we are offering to use Firefox as a temporary measure. I see that you contacted us via email, and you received your first reply within 6 hours. The refund to you was issued in less than 12 hours as ********** about customer's satisfaction despite the fact the we don't have a phone line. Nevertheless, I do understand your frustration and if you are still interested in using Smilebox, please contact us via email ********************************* We would be glad to give you a small gift :) 
  
  

• Initial Complaint

  09/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been charged annually for a subscrition to smilebox and I cant cancel or contact them as the app doesnt work and they have no phone contact. Even when my expiry date was changed, they manage to charge me every year for 3 years ! Last charge was today, Sept 4. 2022 This must stop !!

  Business response

  09/07/2022

  Hello ******, thank you for clarifying your concern. Unfortunately, we cannot find your account with this email address so we sent you an email with a request to provide the needed information. Please check it and get back to us so we could close the case as soon as possible. We are sorry for the inconvenience and please stay assured that we do want to help you! Looking forward to hearing from you. 

• Initial Complaint

  07/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Years ago I signed up for ************ I usually just ordered a one month subscription. Unfortunately, once I ordered a year subscription. That was a very long time ago and I have stopped using their services completely. I have continuously received a monthly **** on my credit card for $6.99.There is no way to cancel and I am very frustrated to pay that money every month for a service I have not been receiving for a long time. I have no way to cancel or get out of this because there is no way to contact them. This is totally unfair and robbery of my money for a service I am not using.

  Business response

  07/12/2022

  Hello! We are sorry for the inconvenience that occurred. We received your email address and forwarded it to the support team to contact you. Please check your inbox for the incoming email from Smilebox. You can always contact us by writing an email to ******************************** or ********************************* We will be waiting for your reply to our email. Take care and have a great one! 

*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. ↩