Smile Pro Direct Bella at Home Not Smiling Today Henderson Nevada

 On 2/11/14, I ordered a 14-day trial from Smile Pro Direct and Bella at Home for $1.03 each for my husband's birthday and anniversary.  The advertisement on facebook stated the best results are seen when both products are used.  When I received my shipment, there were two boxes of the same thing even though I only ordered one.  The first charge of $1.03 showed up on my February 13, 2014, credit card statement; no other charges were on it.  It showed the transaction date and post date of 2/11/14. 

When I reviewed my March 16, 2014, credit card statement, there were charges for Bella at Home - $3.87, and Smile Pro Online for $1.03--both showed transaction date of 2/13/14 and post date of 2/14/14.  Another charge on the same statement showed Smile Pro Online for $3.87 with transaction date and post date of 2/14/14.  Since they had sent two boxes originally, I expected these charges.  HOWEVER, there was a fourth charge for Smile Pro Online for $94.31 showing a transaction date and post date of 2/20/14 which I HAD NOT RECEIVED and never did receive.     

On April 10, 2014, I called Smile Pro Direct at 877-277-6696 (the number on my credit card) to refute the charge of $94.31, as I did not order nor receive the product.  I was told that they would not refund my money as it states in their policy to automatically ship without the consumer requesting it.  When I initially ordered this product, there was not a policy listed stating this.  The person I talked to was of foreign descent so there was some difficulty understanding what he was saying.  He did state his name was Bryan.  I continued to refute this charge and he continued to state that their policy states they will bill for a next shipment unless the consumer cancels.  I asked to speak to a supervisor but he stated they would tell me the same thing.  I asked for a Call Reference Number, but he stated they do not give those.  I asked where he was located and he stated Henderson, NV.  I was only able to get his Employee ID# 1246214.  I told him to CANCEL THE ACCOUNT as of that day, April 10, 2014, and he stated it was canceled. 

Imagine my suprise when I RECEIVED ANOTHER SHIPMENT on May 9, 2014.  I called Smile Pro Direct today, May 16, 2014, at 888-636-9046, and the automatic voice response stated if we wanted to cancel an order to press "1"; I pressed "1" but nothing happened and the recording continued to repeat itself.  Finally, it took "1" to cancel; I was given the option to speak to a CSR so I pressed the number for them.  The customer service representative was "Jhode" who informed me that a shipment went out on May 2, 2014, and that I canceled the order today, May 16, 2014.  I again stated that I did not order this shipment and that I had cancelwed it on April 10, 2014, when I spoke to "Bryan, Employee ID# 1246214.  She stated there was no record that I had called to cancel on April 10, 2014, or any other time.  We were on the phone for 19 minutes during which time she told me repeatedly that they would refund 60 % of the charge when I paid shipping to return the product.  I repeatedly told her that I wanted 100% credit as I had canceled this order already.  She stated we were going round and round in circles and she was going to hang up.  I requested to speak to a supervisor several times and she stated they would tell me the same thing.  I asked for a Returned Merchandise Authorization Number which she gave #145-696294 and asked me to repeat it back to her.  She said goodbye but did not disconnect so I kept requesting a supervisor.  She came back on and offered me a 75% refund; I stated I wanted 100%.  I again requested a supervisor and she hung up.  So much for the "SMILE PRO DIRECTr'S NO-HASSLE PRODUCT RETURN POLICY"!!!!!