M S K.
Extremely Poor Customer Service and Unresolved Refund Issues
I normally don’t write reviews, but my experience with SmileActives was unacceptable and I want others to be aware. I purchased what I believed was a one-time order, not a subscription. When I realized I had been enrolled in a subscription without clear disclosure, I called customer service on August 5 to cancel and request a return. I was told the subscription was canceled on that day. I returned the first and second shipments together in one package, including a written letter. However, the company charged me a third payment of $30.35 on September 5. Later, I received partial refunds of $27.10 and $23.85 (with shipping fees deducted), but the $30.35 refund was never issued, even though customer service had told me they would refund it. When I contacted them again in October, I was told the “third product should have arrived,” but it never did. On another call, they suddenly claimed they “only received the first return” even though I returned both items together in the same package. They also said the 60-day guarantee had expired—even though the delays were caused by SmileActives, not me. Every time I called, I was told a supervisor would contact me. Nobody ever contacted me. Not once. At this point, I am no longer asking for a refund. I simply want others to know that: • The subscription was not clearly disclosed • Customer service provided contradictory information • Refund promises were not honored • They repeatedly said a supervisor would contact me, but never did • They claimed not to have received items that were returned together This has been one of the most frustrating customer service experiences I’ve had. I hope this review helps others avoid the same situation.