Adore Me, Inc.

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[redacted]  [redacted] This is...

in reply to the complaint ID #[redacted]Thank you so much for contacting us.First of all, we would like to apologize to the customer the inconvenience we have caused them. In regards to the VIP membership, we would  like to explain how it works. We have attached a screen shot of the shopping cart with the two payment options offered to the customers at checkout (as seen in image #1).  Customers just need to click on the „What do I need to do as a VIP?” button and they receive the information regarding the VIP membership (as seen in image #2).Customers who select the VIP Membership option during checkout are sent a membership confirmation email and reminder emails before the [redacted] reminding them to either skip the month or make a purchase. VIP members who do not shop or skip by the [redacted] day of each month (11:59:59 p.m. EST), are charged $39.95 and receive the sameamount in store credit. Customers are able to request a refund directly here: [redacted], within 30 days of the charge. That being said, we would like to explain why the second charge occurred. A recent update to our 3rd party banking system includes an automatic card update for all recurring payments. This is designed to help a shopper transition utilities or other recurring bills to avoid an interruption in service . We apologize for this customer’s misunderstanding and frustration, and would have been more than happy to assist over the phone.As requested, we have issued a refund for $39.95 today  – see attached image #3. The previous $39.95 charge was refunded on 11/** when the customer called and unsubscribed. We have also removed all credit card and address information from our system(see attached image #4).If there are further comments questions or concerns, please let us know. Best regards,     [redacted]
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Dear RevDex.com,
This is in reply to the
/>
complaint ID [redacted].
Thank you so much for
contacting us.
I looked into the
customer’s case, and see that they have since reached us and been unsubscribed
as of 8/**/2014 and refunded for the month of August.
We are not trying by any
means to force customers in a subscription program.
I have attached below a
screen shot of the shopping cart with the two payment options (as seen in image
#1):
Customers who select the VIP Membership option during checkout are sent
a membership confirmation email, then two reminder emails before the [redacted]
reminding them to either skip the month or make a purchase. Customers who do
neither before the [redacted] are charged $39.95, which turns to store credit
available for their use at any time.
Emails regarding membership sent to the customer in question (as seen in image
#2):
The customer did not skip or make a purchase in May
and was charged on 05/[redacted]/2014, 06/**/2014, 07/**/2014 and 08/**/2014 but contacted
us on 08/**/2014 was refunded and unsubscribed at the time she called. As
previously stated this customer was already refunded and unsubscribed.
For any remaining store credit that exceeds our
30 day refund policy please contact our claims department:
To
request a credit refund, please contact our customer service
department. All refunds are subject to our Refund Policy.
Please note: Credits
resulting from the monthly charge on the [redacted] are only eligible for a refund up
to 30 days past the date of the charge. In order to be eligible for a refund
of store credit beyond 30 days, you must write a letter to our claims
department explaining the case and why you were not able to call within our 30
day limit to request a refund. Please include your email address in the letter.
All requests sent to the claims department must be typed and mailed to:
Adore
Me: [redacted]
[redacted]
[redacted] 
We will analyze your case
and provide an answer by email within 10 business days (from the postmarked
date) if you are from the U.S.  or 1 month (from the postmarked date) if
you are from Canada or another country. 
Store credit refunds are at
the sole discretion of Adore Me.com. Orders placed using Groupon, will not be
partially refunded for sets not received. The only way to receive a refund for
orders placed with a Groupon, is to return the entire order. 
Please
also refer to our How It Works section, for additional details.
Best regards,
[redacted]
[redacted] [redacted]
[redacted]

good experience, good quality, good packaging

I received a package in the mail from Adore Me which I did not order. I called the company to find out who set it to me. The product is a set of lacy pajamas which I would consider a personal item. They were unable to help me without a billing address and told me to keep it. The representative said that I should contact all my friends and relatives to find out. This is horrible customer service and an unsafe policy.

Very easy to order, quality and comfortable lingerie. Never had an issue

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[redacted]
Dear RevDex.com,
This is in reply to the
complaint ID[redacted].
Thank you so much for
contacting us.
I looked into the
customer’s case, and see that they have since reached us and been unsubscribed
as of 09/**/2014.
We are not trying by any
means to force customers in a subscription program.
I have attached below a
screen shot of the shopping cart with the two payment options (as seen in image
#1):
Customers who select the VIP Membership option during checkout are sent
a membership confirmation email, then two reminder emails before the [redacted]
reminding them to either skip the month or make a purchase. Customers who do
neither before the [redacted] are charged $39.95, which turns to store credit
available for their use at any time.
Emails regarding membership sent to the customer in question (as seen in image
#2):
This customer has not received any additional charges
on this account other than the order placed by the customer on 09/**/2014. At this
time we are not able to delete the customer’s account so that the customer has
access to her order history. However the
customer will not receive any charges as there is no billing information on
this account and it has been deactivated as well. As previously stated this customer’s account HAS
been unsubscribed and the credit card information has been removed
Please also refer to our How It Works section, for additional details.
Best regards,
[redacted]

Received as ordered! Love my Adore Me selections.

Great product, great quality, great service.

Excellent product, always ships quickly and reasonably priced.
Especially important is that the sizing is always consistent. I know what size to order, and it always fits. No guessing, no surprises.
If I have anything negative to say, it's that they have a shortage of seamless styles. They could really improve on that.

They are amazing! Good products every time and great customer service

So far I have loved every item that I have purchased from Adore Me - I think I am up to set number 7 or 8. My husband loves them too. They are well made. comfy and nice to look at

When I had to reach out to customer service to make a return it was very pleasant and they were helpful. My refund was quick and painless.

I will continue to place orders with them

I have generally had no issues with my orders from Adore Me, the website is easy to navigate, they text me so I don't miss either shopping or skipping a month as I'm VIP so I don't get charged the 39.99 and the check out is secure. Although recently my order was sent to the wrong address so now I have to wait a month for it to be considered lost/stolen as they can't divert it through the shipping company. Even though it clearly states on my account the address they sent it to, which is my old address that I can no longer receive mail at and it says on the package tracking that it was sent to the wrong address. What a pain. I have ordered since moving and it was sent to the right address and my order following this one was sent to the right address. (I've received that one already). At least they were easy to contact. Hopefully I get my parcel soon.

Overall I really enjoy purchasing my products from AdoreMe, Inc. & will continue my business with them in the future as well as recommend them to friends & family. All their products are of quality material & they have impeccable customer service.

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[redacted]
Dear RevDex.com,
This is in reply to the
/>
complaint ID [redacted].
Thank you so much for
contacting us.
I looked into the
customer’s case, and see that they have since reached us and been unsubscribed
as of 8/**/2014.
We are not trying by any
means to force customers in a subscription program.
I have attached below a
screen shot of the shopping cart with the two payment options (as seen in image
#1):
Customers who select the VIP Membership option during checkout are sent
a membership confirmation email, then two reminder emails before the [redacted]
reminding them to either skip the month or make a purchase. Customers who do
neither before the [redacted] are charged $39.95, which turns to store credit
available for their use at any time.
Emails regarding membership sent to the customer in question (as seen in image
#2):
The customer did not skip or make a purchase in February
and was charged on 02/[redacted]/2014, 03/**/2014, 04/**/214, 05/**/2014, 06/**/2014
and 07/**/2014 but contacted us on 08/**/2014 and was unsubscribed at the time
she called. As previously stated this customer was already unsubscribed.
For any remaining store credit that exceeds our
30 day refund policy please contact our claims department:
To
request a credit refund, please contact our customer service
department. All refunds are subject to our Refund Policy.
Please note: Credits
resulting from the monthly charge on the [redacted] are only eligible for a refund up
to 30 days past the date of the charge. In order to be eligible for a refund
of store credit beyond 30 days, you must write a letter to our claims
department explaining the case and why you were not able to call within our 30
day limit to request a refund. Please include your email address in the letter.
All requests sent to the claims department must be typed.
Please email:
[redacted]
Or address your letter to:
[redacted]
[redacted]
[redacted]
[redacted]
We will analyze your case
and provide an answer by email within 10 business days (from the postmarked
date) if you are from the U.S.  or 1 month (from the postmarked date) if
you are from Canada or another country. 
Store credit refunds are at
the sole discretion of Adore Me.com. Orders placed using Groupon, will not be
partially refunded for sets not received. The only way to receive a refund for
orders placed with a Groupon, is to return the entire order. 
Please
also refer to our How It Works section, for additional details.
Best regards,
[redacted]
[redacted]
[redacted]

[redacted]
 
[redacted] Wednesday, January [redacted],  2014 This is in reply...

to the complaint ID  #[redacted].We have investigated this issue and it appears that the customer received a coupon code in exchange for this order. A new order was placed, using the coupon code, onDecember [redacted] .Moreover, we see that upon placing the new order, the customer chose the VIP membership option and was re-enrolled. The customer is welcome to contact Client Services (8:30-8:30 M-F EST) should they wish to be unsubscribed from the membership once again.If there are further comments questions or concerns, please let us know.  Best regards,     [redacted]

Even though I could find a better price at other places, but Adore has my size in so many cute and sexy styles I'm looking for. Also I'm so glad about they're new sportswear.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 
 
 I have the emails each month asking to unsubscribe.   I feel they forced me to subscribe by ignoring my emails and continuing to take money out of my account.  I am asking for a full refund if all money taken after I requested in writing to cancel. This is extremely poor business practice and I did not receive any goods for the money they stole from me.
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

AdoreMe, Inc[redacted] [redacted]Phone:[redacted] The Revdex.com, New York[redacted] [redacted] [redacted] [redacted], November...

[redacted],  2014 This is in reply to the complaint ID [redacted].Thank you so much for contacting us.First of all, we would like to apologize for any delay in response time from our customer service team.Regarding the subscription program, it is not our intention to mislead customers. I have attached a screen shot of the shopping cart with the two payment options (as seen in image #1). Customers just need to click on the „What do I need to do as a VIP?” button and they receive the information regarding the VIP membership (as seen in image #2). Emails regarding membership sent to the customer in question can be seen attached in image# 3. Unfortunately it appears that the customer did not open these emails.Upon further investigation we see that the customer contacted us on November[redacted]. We confirm that the customer was unsubscribed from the membership and the $39,95 store credit was refunded to the customer’s account. (as seen in image #4).If there are further comments questions or concerns, please let us know. Best regards,    [redacted] [redacted]Phone: [redacted]

I absolutely love AdoreMe. Their policies are extremely straightforward and their product are beautiful. The quality of their items quite high, considering the low prices that they sell them for.

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[redacted]  [redacted] This is in reply to the...

complaint ID #[redacted]First of all, we would like to apologize to the customer for the dissatisfying  service they received. This is unacceptable and we assure the customer that we are going toinvestigate this issue and prevent it from reoccurring.  In regards to the membership, we would  like to explain how it works. We have attached a screen shot of the shopping cart with the two payment options offered to the customers at checkout (as seen in image #1).Customers who select the VIP Membership option during checkout are sent a membership confirmation email and reminder emails before the [redacted] reminding them to either skip the month or make a purchase. The membership confirmation email was sent to the customer on 2014-07-** (as seen in image #2). Unfortunately, it appears that the customer did not open this email. The customer also received a confirmation email with their second enrollment.VIP members who do not shop or skip by the [redacted] day of each month (11:59:59 p.m. EST), are charged $39.95 and receive the same amount in store credit. Members may redeem this credit on [redacted] at any time. VIP members who do skip the month (before the [redacted] day 11:59:59 p.m. EST) may change their minds and are free to shop any item in their showroom throughout the month. Please note this is an automatic billing, and members who do not participate in the active membership may accumulate store credits.  Customers are able to request a refund directly, here: [redacted], within 30 days of the charge.That being said, it appears that the customer has been unsubscribed  from the membership on January [redacted], 2015 and January’s store credit was refunded on the same day (seeattached image #3).Upon further investigation, we see that the customer has a remaining store credit of $39.95. The customer initiated a chargeback with their bank which means that their store credit will be frozen until the case is solved. After the investigation is concluded, the customer will either be refunded by their bank, or the bank will contact us and we will be able to unfreeze the customer’s account and offer them a refund.If there are further comments, questions or concerns, please let us know. Best regards,    
[redacted]
 
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