Adore Me, Inc.

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[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. 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 2014-05-** (as seen in image #2). 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 AdoreMe.com 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).For the remaining $239.70 store credit, the customer is welcome to contact our Claims Department.In order to be eligible for a refund of store credit charged beyond 30 days, the customer must write a letter or send an email to our Claims department explaining the case and why they were not able to call within our 30 day limit to request a  refund. All requests sent to the Claims department must be typed and mailed OR emailed to:
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[redacted]We will provide an answer by email within 10 business days.If there are further comments, questions or concerns, please let us know. Best regards,     [redacted]

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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 thecustomer for thedissatisfying  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 toexplain how it works. We have attached a screen shot of the shopping cartwith the two payment options offered to the customers at checkout (as seen inimage #1).Customers who select the VIP Membership optionduring checkout are sent a membership confirmation email and reminderemails before the [redacted] reminding them to either skip the month or makea purchase. The membership confirmation email was sent to the customer on 2014-06-** (as seen in image #2). The customer was also sent notification emails, that canalso be seen in image #2. Unfortunately, it appears that the customer did notopen these emails.VIP members who do not shop or skip by the [redacted] day ofeach month (11:59:59 p.m. EST), are charged $39.95 and receive the sameamount in store credit. Members may redeem this credit on AdoreMe.com atany time. VIP members who do skip the month (before the [redacted] day 11:59:59p.m. EST) may change their minds and are free to shop any itemin their showroom throughout the month. Please note this is an automaticbilling, and members who do not participate in the active membership mayaccumulate store credits.  Customersare able to request a refund directly, here: [redacted],within 30 days of the charge.Upon  furtherinvestigation, we see that the customers was unsubscribed from the membershipand was refunded December’s store credit of $39.95 (see attached image #3).For the remaining $119.85 store credit (4 months’ charge, asseen in attached image #3), the customer is welcome to contact our Claims Department.In order to beeligible for a refund of store credit charged beyond 30 days, thecustomer must write a letter or send an email to our Claimsdepartment explaining the case and why they were not ableto call within our 30 day limit to request a refund. All requestssent to the Claims department must be typed and mailed OR emailed to:
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[redacted] OR[redacted]We will provide an answer by email within 10 business days.If there are further comments questions or concerns, please let us know.  Best regards,     [redacted]
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Great company. Great communication with any questions online via chat. Long time customer, very pleased

Love the product!!!!!

The product is great along with the prices. Delivery is always prompt and is always beautifully packaged. LOVE adore me!

Love everything I've purchased here. The clothing is very well made. Also, the VIP Club, with its flexible membership, is much appreciated.

I purchased one item from this online business and did not want to enroll in a monthly program. But I was enrolled in the program anyway and I finally noticed the monthly charge on my credit card bill three months after I was enrolled. When I called to cancel, I was told that I could only get a refund for the charge on the most recent month. I said I needed all my money back and they said I could only get store credit for the other 2 months. When I asked to cancel the account and use the store credit, I was told that by canceling the account, I would also forfeit the store credit. This is not good customer service. It feels very unfair. I purchased one item only. I indicated I did not want to be sold any other products and now I am out two months' credits. I will not do business with this company again and I will not recommend it to others.

Great product, always easy to deal with.

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 This is in reply to the...

complaint ID #[redacted]First of all, we would like to apologize for the extended time the customer waited on hold when they contacted us by telephone. Wait times usually average between 3-6 minutes, though there is a  peak in the early mornings and afternoons. Our phone lines are open Monday to Friday, from 8:30 a.m.-8:30p.m.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.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 AdoreMe.com 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 from their account, within 30 days of the charge.Upon further investigation, it appears that the customer has been unsubscribed  from the membership on 20 15-01-** and was refunded the store credit for January (see attached image #2).Moreover, we see that the customer initiated a chargeback with their financial service provider regarding the remaining store credit,  and the said credit was frozen (see attachedimage #3).  Unfortunately, there is no further action we can take at the moment. Until the bank concludes the investigation we are unable to refund the customer. The funds are held by a third-party while the dispute is investigated, and upon winning, the customer should received those funds automatically. Upon the initiation of the dispute, the funds are automatically taken out of our account.If there are further comments questions or concerns, please let us know.  Best regards,     [redacted]

Love Adore Me!!!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]...

Love Adore Me so much!! Thank you for excellent quality & beauty all in one package.

Absolutely love Adore Me! Everything fits, looks great and is comfortable. Prices are fair and comparable to other high end shops. Shipping is quick. Communication with the company is also fast and helpful.

I have been a VIP customer for over a year now. I love the Adore Me products. Laces could be a little more sturdy, though,

I love this business!!! There products are amazing!!! I tell my friends to get on their site & buy their products!!

This website and business is a total scam. "Easy returns and exchanges" are listed but not an option. Once you exchange you can not refund. They also charged me because my return "didn't pass inspection" but refused to send me a picture of the "damaged item" I returned. I'm never shopping with them again.. I would suggest you don't either.

So cute!! Love this

I've had wonderful experiences shopping at AdoreMe.com. My purchases come quickly and usually everything fits perfectly. When I've needed to return something, there are no hassels, it's quick and easy. My replacement order will usually arrive within a couple of days. The product line is very extensive and it's great to be able to have a selection in larger sizes that are pretty and fit well. I've had a [redacted] with [redacted], so it can be difficult to find bras that aren't too "pointy" since I don't have [redacted] anymore. I've been able to find a good selection of bras that fit well and don't have an empty space at the front of the cup.

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:

Hello,
I am attaching a sample email confirmation of when a credit is charged from May 2013.  Please note that a mention of expiration is nowhere in the email. Unfortunately, their policy is misleading.  Even in their statement to the Revdex.com they say the credit can be used "at any time", which if it were more accurately stated would read, "Anytime within the next 12 months".
I am respectfully requesting that my credit of $99 be reinstated.  I would love to use it as soon as possible.  I am not asking for a refund, simply the ability to purchase goods with the money I have already paid and the company has already accepted.
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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:

I have not received any such email with a coupon for a free set as the company claims to have sent. At this point I do not want any more merchandise from them because I feel as though they have stolen my money, stolen my merchandise and ignored me completely for over 2 months. Please refund all $50 for this terrible experience with Adoreme.com.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]