ComplaintsforSmilebox Inc.

• Initial Complaint

  07/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Smilebox charged my credit card for a subscription renewal of $50.87 on 06/16/2022. The Transaction Reference Number is: ******************. I have previously cancelled this subscription, as the website become unusable and would not work for me as they had committed to provide. The company tried to work with me in the past, by suggesting that I delete and re-download, etc., but none of these resolutions worked. After getting charged on 6/16/2022 for a subscription renewal that I cancelled, I have tried calling Smilebox every other day to their customer service numbers: ************* and ************* to get this resolved, but these numbers are both disconnected. I've tried to ****** to find other contact numbers, and am reading that other customers are having the same issues I am. I also tried to resolve this by going to the Smilebox website. I tried logging into my old account by changing the password. This took me to something resembling an account, but there is no payment or transaction history, there are no pictures, cards projects from my prior projects and no way to do anything.

  Business response

  07/04/2022

  ****************. We are terribly sorry for the inconvenience. Unfortunately, we no longer have the phone support but we have sent you an email to resolve the case. Please check your incoming emails and get back to us at your earliest convenience. Thank you for your time and understanding!

• Initial Complaint

  02/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/26/2022 I made a slideshow for a funeral that is taking place 3/1/22. I spent hours making this and was charged $60 after it initially saying it would be $35. I went ahead and bit the bullet bc I needed the slide show. After being charged $60 I was unable to download the video I sept hours making and COULD ONLY SHARE IT. After looking and sending two claims in to customer service I still have no response. The $60 membership should have allowed me to download it. After paying it said I needed to pay $119. I emailed twice asking for access to download my video or give me a refund. This site is scamming people and has no customer service to answer questions. Will be disputing with my bank . I even sent screen shots of original price. Beware because I wish I had read reviews prior to taking my time and spending money On something I cant even use now.

  Business response

  03/21/2022

  Hello from Smilebox. We are terribly sorry for the inconvenience you faced while using the website. We see that you contacted us twice, were you able to check the replies that we sent you right away? We have contacted you one more time to resolve the issue. Please check the email and get back to us once you have a chance. Thank you for your time and understanding! 

• Initial Complaint

  02/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Date of the transaction: 2/14/2022 Company: Smilebox, **** *******, ** branch Amount charged: $50.99 (Discovering this has been an annual charge since 2011 and possibly earlier)I am trying to get in touch with Customer support, to find out the details of when I started this Photosharing that I am being charged for, I want to know if it was a free trial that then ended up being charged for. I have not used this since 2012, and want to know how to cancel. Because I have not used this credit card in years, I am unsure why it is still being charged to annually. There is no phone number (only registers a busy signal) and from reading complaints, it seems to take many trials at contact by email and then a complaint to BBB before there is resolution. Since they have successfully charged me $50.99 annually, that is a "my bad" on my part for not catching it. BUT, it is important that I can now cancel this year's charge and not receive ANY more. charges from Smilebox. I would think a Company with integrity would at the very least contact their customers when another charge is coming up and ask you if you would like to continue the program.Part of the problem with this Smilebox account is I do not know which account I used to set up this program and therefore do not have a way to "access" my account. Why I need a contact from the Customer Support,

  Business response

  02/28/2022

  Hello from Smilebox. We sincerely apologize for the inconvenience you faced. Unfortunately, this is the first request that we received from you. Please check your email box as we have already contacted you. Looking forward to your reply!

• Initial Complaint

  01/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up on the smilebox website over a year ago under a "free account". (Their premium accounts charge money. Their free accounts are supposed to be "free"). I've not used my account in over a year. Recently ************ charged $71.76 to my credit card for no apparent reason. They have no customer service telephone number. I emailed their customer service email twice but have not received any response or credit on my credit card statement.Their website appears reputable, however, looking at some of the other complaints against them, I believe they may be a scam. Can the BBB assist me in any way?

  Business response

  02/07/2022

  Hello *******! Thank you for contacting us. We sincerely apologize for the issue occurred. We see that you have another account with us with the email **********************. We sent you an explanation there, please check your email box and get back to us if you have any questions. We appreciate your time and understanding! 

• Initial Complaint

  10/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company took $119.98 from my acct and I did not authorize. The customer service number says they are not accepting calls and to use there ******************** we site. Submitted ticket and no response. I can't believe this company is still in business. It appears this is all they do is take money from people. I submitted a dispute with my bank but it could take weeks to get my money back

  Business response

  10/22/2021

  Hello!

  Thank you for contacting Smilebox. We do not provide phone support to the customers, but we have had much success with our email support. The customer contacted us on October 21, and received a reply from us within less than 10 hours with a request to provide more information about the charge to find the account. This is the normal practice if the customer contacts us from a different email address, not the one that was used for the registration. We are more than interested to resolve the case without a dispute as it will be faster and more convenient for both sides. So we request the customer to check the reply from the Support team and get back to us with the additional information. 

  Thank you for your time and understanding! 

• Initial Complaint

  10/18/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  A membership was purchased over four years ago with Smilebox. For several years I have tried calling with no avail. I have tried to cancel the membership this company for along time. When calling they do no respond. Ive emailed them numerous time and no response. I am getting charged **** per month. This has been occurring for 3 years. I would like a refund and a cancellation of the membership in which I have had no luck with communication with Smilebox.

  Business response

  11/09/2021

  Hello ****. Smilebox does not offer Customer Support via telephone, but we have had much success with our email support. Unfortunately, we did not receive any email from you so our manager contacted you directly using the email address you indicated here. Please check it and get back to us so we could find the best resolution as soon as possible. Thank you for your time and understanding! 

  Customer response

  11/09/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  You company Smilebox charge my credit card $6.99 for three years without my authorization. Presently your company is trying to make it look as it I am the blame. If I used your company credit card to pay for items without authorization its considered fraud. Your company defrauded me for 3 years of $6.99 per month. I expect a refund of the entire three year period of you taking $6.99 from my credit card.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  11/11/2021

  Hello ****, thank you for the reply! We believe that your issue has been already resolved by the support team. Thank you for your time and understanding! 

*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. ↩