Adore Me, Inc.

As part of a larger order, I ordered a "panty grab bag," three pairs of underwear at a discount. I understood that the grab bag was non-refundable, which seemed a reasonable trade-off due to the low price.
When I received the order, the grab bag contained two pairs of underwear and one bikini (i.e., bathing suit) bottom. Bikini bottoms and underwear are not interchangeable. This was a bait and switch, committed on a non-refundable basis, so the customer has no recourse.
When I emailed customer service, I think the first two responses were from bots. The third response may also have been from a bot, it was simply "I'll pass your comments along." No response to my complaint that they represented that they would sell me one thing and then delivered something else.

Got exactly what I ordered, it fit beautifully and came on time and I am absolutely happy with what I got

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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 9/**/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 July
and was charged on 07/**//2014, 08/**/2014, 09/**/2014, and refunded herself
via her showroom on 08/**/2014 and 09/**/2014 for the months of August and
September. At this time the customer has no store credit in her account and was
unsubscribed as previously stated.
Please also refer to our How It Works section, for additional details.
Best regards,
[redacted]
[redacted] [redacted]
[redacted]

Adore Me is a great mail order site. Everything I have ordered is high quality and arrives very quickly.

I did not receive my purchase. Apparently the item was undeliverable and was returned to the warehouse. I called customer service and they couldn't explain what happened and the post office was the same. Now I'm gonna have to wait until they received the shipment back to receive an email of whether or not I want a refund or repurchase the item. Which could have been avoided if someone was doing their job. This is my 2nd bad experience with them and frankly, I don't think I will continue to be a customer much longer.

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[redacted] This is in reply to the customer’s rejection of our answer to complaint #[redacted].Upon further investigation we see that the customer used a part of the remaining store credit ($99.90) for the order placed on Jan [redacted], 2015 (see attached image).If there are further comments questions or concerns, please let us know. Best regards,     [redacted] [redacted] [redacted] [redacted] [redacted]

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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 7/**/2014 and refunded for the month of July.
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 June
and was charged on 06/**//2014but contacted us on 07/**/2014 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 and mailed to:
Adore
Me: Claims
[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]
Dear RevDex.com,
This is in reply to the
complaint ID [redacted]
Thank you so much for
contacting us.
 
Here is a look at what
appears on our terms and conditions on our website:
SHIPPING,
RETURNS AND EXCHANGES
Free
shipping, free exchanges and easy return to and from addresses within
the U.S of any merchandise ordered through the Site or in connection with your
membership are subject to the Adore Me Shipping, Return and Exchange Policies. Customers
with addresses outside of the U.S and are welcome to purchase alternative
shipping methods at their expense that allows tracking or insurance on the
package. Please note that Adore Me does not hold responsibility on
packages sent without tracking information. There is no exchange
possible on any merchandise given away for free during a promotional
operation. All products returned for a refund are subject to a $5.95
restocking fee per set, to be deducted from the amount refunded to the card
used for purchase. Returns for a credit will not be charged the $5.95
restocking fee per set.
Replacement of products and
credits to your account for shipped merchandises claimed as not received are
subject to our investigation, which may include postal-service notification. We
will adjust your account at our discretion. Repeated claims of undelivered
merchandise may result in the cancellation your membership.
Best regards,
[redacted]

The packaging is meant to be special, but the shipping methods often tear it all to pieces. The price is good if the quality was slightly better. Some items I can get from discounted intimate stores. The variety is not fluid enough for monthly must haves.

Always fast service, lots of styles to choose from, and the fit and quality are very good.

I love adore me!! Great prices, reasonably timed free delivery, and great products!!! Never had to do an exchange or return with them, and I have 15 sets from them, all super awesome! I highly recommend adore me!!

I do love every iteam iv gotten juat I find ir hard to shop since your plus size options are not always avaliable

I love love love a lot of the lounge wear but I fond my self noy buying because its not in my size
I know that a new line has just came out and lots of plus sizes are avalable but its a limited stock as iv been told before

Would love to see the fitness outfits in plus sizes took a while for bathing suits to apear be big gals wanna feel sexy to give us the chance

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/>
This is in reply to the complaint ID #[redacted]. Thank you so much for contacting us.
Upon investigating this issue we see that , with their first order, the customer chose the VIP membership option. The VIP Membership is one of two payment options (the other is Pay As You Go, a one-time purchase option) customers select during checkout with their first order (see attached 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. To cancel the VIP membership, it is necessary to contact our Client Services. Our Customer Care Center is open Monday – Friday 8:30 a.m. – 8:30 p.m. (EST), not including weekends and holidays.
Regarding the returned order, # [redacted], this was placed with an exchange code, [redacted], (see attached image #2). There were not any transactions captured by our system, so our system couldn't automatically refund the customer. The transaction we captured and we can actually refund is the one from  Jun ** for $24.97 USD, Order #[redacted] – the customer placed this order using a discount code, purchased 2 sets for $49.94 (see attached image #3) and returned one of the sets for an exchange. That being said, we have refunded the customer for this transaction (see attached image #4).
We apologize for any miscommunication the customer may have experienced with our customer service so far. It is certainly not our intention to frustrate shoppers. Moreover, our developers are currently investigating the glitch that the customer mentioned in the complaint, in order to prevent it from reoccurring.
 
Best regards,
[redacted]
[redacted]
[redacted]
[redacted]

Very good

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Wednesday October **, 2014
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 2/**/2014 as well as refunded in the amount of $199.85 on 9/**/14.  It
appears there was a miscommunication between our claims department and customer
service and we apologize.
 
I have contacted the
claims department on behalf of this customer to find out the status of her
claim. After investigating the issue, I spotted the mistake, and personally
issued the final refund of $39.95 for the customer on 10/**/14 .This brings our
total refunded amount to $159.80, as originally agreed with the customer. Please
allow 2-3 business days for the full refunded amount to be available in your
account.
This was an exceptional
case, we intend to investigate why it was mishandled, and we apologize for the
error and inconvenience.
I have attached below a screen shot of the transactions.
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 or send an email to our
claims department explaining the case and why you were not able to call within
our 30 day limit to request a refund. We agreed to refund beyond that time
period as a one-time exception for this customer.
 
I have attached below a
screen shot of our Refund Policy.
Please let us know if
there is anything further we can do.
Best regards,
Adore Me
[redacted]
[redacted]
[redacted]

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]

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 chose Payment vacation. During the 3 month "vacation", I called in to cancel my membership. The representative told me I couldn't cancel my membership until after my payment vacation was over.As soon as I got the email saying my "payment vacation was due to end soon, I emailed in  about canceling. I was responded to that I needed to call in. I called 4 different times and was placed on hold for over 30 minutes even though the wait time promised is "within the next 3 minutes". After still not getting an answer I waited and called a few days later, to which I got a automated message saying "theres an error with our service provider [redacted], please call another day"...I knew I was in a subscription, and I knew the membership details. My issue is the complete disregard for my cancellation request via live chat, phone & email I sent way within my membership terms, and charging me against my request even after me contacting so many times.I would have been fine purchasing something every month or so, but not being auto charged against my verbal and written consent. I will use the credit to avoid and further hassle with this company.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,[redacted]

I was mislead by Adore Me. I was enrolled in the VIP club without my knowledge. Once a month they were emailing me telling me I had a store credit of 39.95. I had bought a lot from them so I thought it was a fantastic policy. Unknowingly due to the fact that they sent an email confirming that I paid zero for the item, they were actually charging my credit card without my knowing. I got another email this morning saying I had a store credit so I ordered something for that price and received another email confirming that I paid zero. Then it was brought to my attention by my husband that they charged me 39.95 today. I called them today and spoke to a supposed supervisor who refused to cancel my order stating the it was outside of the half hour window that they could do it in. I would have to wait for the item and then return it with a shipping and restocking fee. When I asked to speak to her manager she refused to comply stating that there was no one available. They are liars and thieves. I will never buy another item from them. I also asked her to cancel my VIP membership that I never signed up for and she told me she couldn't that I would have to go through the process described in the email she sent me. I hate this company.

Revdex.com:I was refunded a little under 3 months out of the 6 months they charged me for, I then later received an email from someone saying that I can email someone else and such to try and get back the rest of my money. Unfortunately I do...

not have time to go through that process so I took it as a loss and canceled and re issued a new credit card. I still feel as though the company should of refunded 100% of my money right away, I'm just taking this as a lesson to be learnt anyway.At this time, my complaint, ID [redacted] regarding Adore Me, Inc has been resolved.
(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,[redacted]

I didn't like it when I can't used my gift card with the promo offer.