Adore Me, Inc.

Review: Adore Me claims to offer lingerie in a large variety of sizes which is quality merchandise. When I signed up for the program, I found out that the merchandise which I liked and ordered was suddenly "out of stock" in my size and was unable to ever order anything I even liked or which fit me. Size L is a joke-- it wouldn't even fit a size 4, and I normally wear average size clothing.. Size M or L in regular department store sizes. The merchandise quality is awful-- I have bought better lingerie directly from China. When I tried to return my items, the customer service representative sent me the Return Label so late that it was past 30 days and I was no longer allowed to return. They keep charging me $39.99 every single month because obviously, I don't remember to "skip the month".. since I never receive an email or any other message informing me that it's time to opt out of this ridiculous charge. I now have $99 of store credit, several sets of lingerie which are too small to fit a 12 year old, and no options for purchasing anything I like that is my size because they are mysteriously always "out of stock". Even when I do manage to order, I get a message a week later telling me that my item is no longer available and will not be shipped. This business has treated me terribly and I am tired of just quietly accepting it.Desired Settlement: I demand a refund for the $99 of store credit which I will never use, as well as a refund for the $70 worth of merchandise which does not fit me and I was not allowed to return.

Business

Response:

Dear [redacted],

This is in reply to the complaint ID [redacted]. Thank you so much for contacting us.

We apologize for all the inconvenience that has been caused. We were able to refund her for any transactions placed within the last 30 days for the month of July ($39.95 Transaction ID [redacted]):

[redacted]

[redacted] * * [redacted]

[redacted]

Unfortunately, we cannot refund the rest of the store credit because the customer was aware of the VIP policy and didn't ask to be unsubscribed from the membership when they first noticed the charge.

This customer was contacted and notified about an alternative way to receive her store credit refund (seen in image below):

If there is anything further I can do to assist you. please let me know

Kind regards,

Again, we apologize for the inconvenience that has been caused.

Best regards,

[redacted] Product Owner

Review: I made a purchase on the web site and have been charged for the past 8 months a " monthly fee" of which I had not authorized, and it went unnoticed. The policy is to only refund one month back. When I called to complain [redacted] said she could not refund more than one month.Desired Settlement: I want a full refund, I want my name taken off their mailing list and I want Revdex.com to decrease the company's rating. Why is the Revdex.com endorse this company with A-? The products are nice and they are good quality but to dock a credit card for producing nothing but an email is hardly reputable.

Business

Response:

[redacted]

[redacted] Monday, December [redacted], 2014 This is in reply to complaint # [redacted].In regards to the membership, we would like to explain how it works. Customers who select the VIP Membership option during checkout are sent a membership confirmation email and reminder emails before the fifth reminding them to either skip the month or make a purchase. VIP members who do not shop or skip 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. Credits expire 12 months after the charge. Emails regarding membership sent to the customer in question can be seen attached in image #1. Unfortunately, it appears that the customer did not open these emails.As mentioned in our terms and conditions: [redacted], credits resulting from the monthly charge on the [redacted] are only eligible for a direct refund up to 30 days past the date of the charge.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:Adore Me: Claims[redacted]

[redacted] OR

[redacted]We will analyze the case and provide an answer by email within 10 business days .Moreover, the customer is free to unsubscribe from the membership by calling Client Services (8:30-8:30 M-F EST) and speaking with a representative.If there are further questions or concerns, please let us know. Best regards,[redacted]

Review: I initially purchased an item from this company. I did not realize it auto-signed me up for the VIP membership and do not feel the website was very informative or clear on this during the ordering process. As for the email, it apparently went into my spam and I never received it to verify that I was signed up (so the website needs to be more clear to avoid this). In looking back at the website now, it claims to have a "pay as you go" option however during checkout this was not an option prompted and when I log on now it is still not an option for me to select. After noticing the unauthorized charges on my account ($39.95), I emailed them and was told I had to call however "phone lines were down" that day. When I finally reached them I was told that since it was not within the [redacted] of the month, I couldn't be refunded and had to use my store credit. I succumbed and used it, then called back to cancel only to find out I had to wait until my shipment arrived before I could call back and try to cancel again. My shipment just arrived today so I called back yet again to cancel. This time they cancelled it HOWEVER told me I had to use my December credit and they couldn't refund it (because the refund would be 34.95 instead of 39.95 since my november order cost more). I was never told that the amount mattered nor did it indicate this on the website, just was told I'd be able to refund it (which apparently I can't now). Plus it is my money anyways so if I want to refund 34.95 instead of 39.95 I should be able to. Now I am stuck ordering something else to use the 34.95 credit up so I don't lose that money. And not to mention now it has resigned me up for VIP now that I have submitted an order (there was no option for "pay as you go" at checkout). I didn't realize it did this yet AGAIN because the website never stated this during the checkout process. I just happened to realize when I looked at my email and saw "welcome to VIP" again. I called again for it to be corrected and cancelled and now again they have told me I have to wait until my shipment comes in (which will likely be past the [redacted] of the month which means I will be charged yet again!). This has been an ongoing cycle and it is absolutely ridiculous that I keep getting the runaround after I try to cancel it or refund MY money. I feel as if this company just keeps finding more and more ways on ways to get around you cancelling the membership/getting your refund.Desired Settlement: I want to have the VIP membership cancelled immediately and my credit card information removed from your system (your website does not allow me to delete it myself). I do not authorize further charges with your company. I also hope they consider changing their protocols. I would be much happier to order from them if I didn't have to deal with this VIP madness. I also think they should reconsider their refund/cancel policy. You should be able to cancel with email, online, etc not just by phone (and not have to wait until your order physically arrives either) and you should be able to get a refund whenever you please (as t is my personal money anyways).

Business

Response:

[redacted]

[redacted] This is in reply to the complaint ID # [redacted]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 that are always 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 skipthe month or make a purchase. VIP members who do not shop or skip by the 6th 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.Upon further investigation, we see that the customer did not skip two months, and as a result, they accumulated $79.90. The customer used $44.95 for the order on Dec [redacted] and $34.95 for the order on Dec [redacted] (see attached image #2). The customer had, indeed, already used $5 of their December store credit to place the order on Dec [redacted] and , as a result, had a remaining store credit of $34.95. A [redacted] in our customer service team would have been happy to review the case and offer a solution. Unfortunately, as the shopper has since placed an order with the remaining credit we are unable to issue a refund for the amount in question. We would like to apologize to the customer for any inconvenience this may have caused.That being said, we now confirm that the customer has been unsubscribed from the membership once again (see attached image #3).If there are further comments questions or concerns, please let us know. Best regards, [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is resolved. The matter has been resolved solely because I myself have finally been able to unsubscribe after calling and going through many obstacles to do so however I am still unsatisfied with this business and feel as if their practices are simply unethical.As for screenshot number one, my screen did not look like that so they may want to have their tech department look into that. After all the issues I had, I purposely went on the website and put items in my cart and distinctly looked for a "pay as you go" option however there was none available. Additionally, the reason I did not skip the two months was because I was unaware I was even being charged for them in the first place. When I saw I was being charged for the membership (on my credit card statement), I did use the amounts (because when I called I was told I had to in order to process the cancellation. Otherwise my money would be lost). In their response, they also mentioned that I could've spoke to a [redacted], however not once when I called and expressed my dissatisfaction was I provided with this option. Simply put, if their practices weren't so suspect then there wouldn't be hundreds of complaints stating the same things. I will never order from them again and would like to warn others to beware of their practices too. Trust me it is not worth the hassle and no one should have to deal with this.

Review: I see that I am not the only one who has had this problem. I ordered a product after clicking on a [redacted] discount ad, and saw nothing when placing my order about agreeing to be charged 35$ a month if I do not sign on to their website. I never agreed to this. When I got an email stating this immediately after I placed my order I emailed them asking to cancel the order and "membership". I got an email back that stated that I must cancel over the phone. I called and was told that I can't cancel my order, and that I can't cancel my membership until after the item (which had not even been processed for send yet) had arrived, and then I needed to send it back, and then I could cal to cancel my membership which entitles them to charge my card for nothing each month. I said I needed to speak to someone in charge and was dismissed and told that they were busy and would have to call me back. I received no phone call, they have now shipped the unwanted item, and in doing so after I told them to cancel, have made it so I cannot even stop charges with my back until I receive and return the item. These people are running a very dishonest business and have no concern for the customer. They basically have for what now is an lengthened period of time trapped me into being one of their members.Desired Settlement: Remove me from this membership and contact shipping to take you merchandise back to you. If I email/call 5 minutes after ordering there is no reason why I should be told I cannot be helped. Also, returning my phone call would be lovely.

Business

Response:

[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 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 receive any additional

charges other than for the order they placed on 08/**/2014. As previously

stated this customer was already unsubscribed.

We do not offer the option to cancel orders once

an order is placed as stated in our terms and conditions. (as seen in image

#3):

If this customer does not want this order he/she

can process a return online in her Adore Me account.

Best regards,

Review: I have had similar issues already described in the many complaints listed on your site regarding the VIP Membership fine print.

When I couldn't get through to the company's customer service to cancel my membership in October, I ordered a new debit card and cancelled the old one so that the company would no longer have access to my card information to charge me. I did not give the company my new card information. AdoreMe gained access to my new debit card without my consent, and charged me again in November. This is scary.

I am shocked that the Revdex.com has given this company such a high rating, they deserve to a D- at best because of their lack of transparency, poor customer service, and sneaky business practices.Desired Settlement: A full refund for 79.90. Full refunds for all their customers for all sneaky charges and formal apologies. End to their VIP Membership Scam. No more sneaky taking of credit card information that isn't provided to them directly.

Business

Response:

[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]

Consumer

Response:

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,

Review: Adore Me sign up consumers with monthly memebership after 1st purchase without the consent from the consumer.

Business

Response:

[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

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,

Review: Hello,

I am writing the Revdex.com as I feel I have been deceived by this company. Not only have I been deceived, but through searching this company, hundreds of people have been deceived just in the past month alone. Let me start by posting my findings below: [redacted] I would love to continue as this is nearly breaking the surface of the hundred and thousands (this is not exaggerated) of complaints posted online, but I will stop there so I can plead my case to the Customer Service Team at Adore me.

I purchased 2 bra and panty sets on the Adore me app today at 10:15 AM, for reference, my order number is [redacted]. I was shocked, as soon as I placed my order, I received an email saying "Congratulations you are a VIP member!" After I received this email I immediately emailed them to cancel my membership. After unknowingly being signed up for this "membership" I began to research online only to find review after review after review after review.... after REVIEW saying this company is a complete scam. Although I don't feel this company is a scam, I do know they are fully aware what they are doing, and they are fully aware they are deceiving their customers into being signed up into a membership where your card is charged a monthly rate of $40.00.

I know I am not dumb, I consider myself a very smart person with a degree and a career to back it up. I decided to go through the app over and over again as a new member to figure out where I went wrong. I came to the conclusion that once you start shopping, you unfortunately are automatically a VIP member, unknowingly, without your permission. You have to literally go to the cart, and switch a button in the cart to check out as a guest. This wouldn't have been a problem if they let the customers know that, but they don't!

I understand now, that this is a subscription based website. The problem I have is they don't tell the customers they are a subscription based website. Furthermore, IF THEY DID they wouldn't have 100+ Revdex.com complaints saying they are a complete scam. And, they also wouldn't have thousands upon thousands of horrible reviews roaming the internet (again, NOT an exaggeration).

I am begging Adore me to not give me a "canned" response like they have given the 100+ other Revdex.com complaints about their hidden subscription fee. I would like a legit and sincere answer to my concerns!

In Conclusion, I would like Adore me to understand that I DO think they sale amazing product, there is no doubt about that. I even feel their business plan of a subscription fee is absolutely amazing, and very smart. Now that I KNOW about the subscription fee and how to get around it, I would still buy from you guys in the future. BUT, PLEASE, make it known to the customer from the very beginning it is a subscription based site! Although your sales might decrease, it is an honest business practice that will only further your company in the future. NO company can become a multimillion dollar company with this sort of practice. Look at [redacted] and [redacted] for example, they also have similar tactics, like the [redacted] or [redacted] Card but they make it VERY clear what it is and what you are getting yourself into. You literally have to check a box to agree to the term and conditions before proceeding.

Please get back to me at your earliest convenience and I sincerely thank the Adore me Customer Service Team in advanced for taking the time to read and resolve this complaint.

[redacted]Desired Settlement: I would like a sincere apology (not a canned response like the other complaints about how the customer is wrong and they are right.) I would also like my VIP membership immediately cancelled, and I would like my credit card information completely wiped from their site. From what I am aware, the $64.90 I paid for my product was without a VIP promo code and I would still like my product if I still will be receiving it for $64.90.

Business

Response:

[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 6/**/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’s account has been deleted as of 6/**/2014

but contacted us on 06/23/2014 and was unsubscribed at the time she called. As

previously stated she has been unsubscribed and her account deleted.

Best regards,

Review: I ordered some items from this company's website and in order to receive a discount signed up for their "VIP" progam. It turns out this program is apparently a membership and my card was charged monthly without my authorization. It was not made clear that this was a condition of the membership, nor was it made clear that my card was being charged every month. The credit card I used for the original purchase is not one I use often so I did not immediately realize they were charging the card and therefore did not call them until after 3 months of charges. They refused to refund anything past 30 days so I now have $80 of unauthorized charges on my credit card.Desired Settlement: I would like to be refunded all money that was charged to my credit card aside from the original purchase.

Business

Response:

[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 refunded for

their May store credit, for we have a strict 30 day refund policy.

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 March,

Aoril, & May 2014 but was refunded for May.

Best regards,

Consumer

Response:

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 still do not believe it was made clear that I would be charged monthly. Nor did the Showroom emails clarify that I would not be charged if I chose to skip that month. I would like a full refund.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

[redacted]

Dear RevDex.com,

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

Thank you so much for contacting us.

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.

The customer did not skip or make a purchase in March,

Aoril, & May 2014 but was refunded for May.

Best regards,

I bought a bra and panty set online. I received it and it didn't fit. I sent it back to the company for a return. That took two weeks before I ever heard anything. They then said they wouldn't accept it because it was dirty. I never even wore it and the tags are still on it. They gave me a voucher code to exchange it for something else but told me they were taking a restocking fee out of it. So they are going to restock a "dirty" item? Makes no sense. I will not be continuing business here and will stick with their major competitor that has quality and expertise.

Review: This company has been charging my credit card for three months without my knowledge or consent. I have e mailed them asking for my Money to be credit to my account. They refuse to do so. They said it is stated in their conditions but I was never told that I was signing up for a specific preferred membership that had a monthly fee. In fact, it was advertised as free. The whole company is shady and they refuse to work with me. This isn't the first problem I've had with them. I ordered a product that was never delivered and they took the money for it anyways. All together they have taken 119 dollars that I did not consent to.Desired Settlement: I would like the full 3 months they charged me without my knowledge. That total is 119.85

Business

Response:

[redacted]

Dear [redacted],

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.

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 fifth

reminding them to either skip the month or make a purchase. Customers who do

neither before the fifth 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 August

and was charged on 11/**/2013, 12/**/2013, 1/**/2014, but contacted us on 2/**/2014 and was

unsubscribed as well as refunded for the month of February.

Please

note that all preferred recurring members that neither select a lingerie set

nor skip the month by clicking the Skip the Month button before the [redacted]day of

the month (11:59:59 p.m. EST), will be charged the monthly dues and will

receive a store credit. All store credits can be redeemed within 12 months of

receiving the credit. Preferred recurring members that do skip the month

(before the **day 11:59:59 p.m. EST) may change their minds and purchase

any available item in their showrooms. If you receive an unwanted selection, or

if the selection is not completely to your liking, you may return it at our

expense and we will credit your account. Simply use the return shipping label

our client services department emailed to you and drop it off at the shipping

provider location. Please be sure to include your packing slip when returning

any product. You will receive a full credit to your account, which may be used

in accordance with our Credit Policy. To request a refund, please contact

our Client Services. All refunds are subject to our

Refund Policy. Please note: Credits resulting from the monthly charge on the ** 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 charged 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

We will analyze your

case and provide an answer by email within 10 business days (from the moment

you mailed out the letter) if you are from the US or 1 month (from the

moment you mailed the letter) if you are from Canada or other states.

Best regards,

Review: In May 2013, I made an online purchase from AdoreMe.com. One of the products I purchased was missing a piece. I called to inquire about how to receive compensation. They promptly gave me $10 in credit and requested that I send the piece back and they would give me a code to exchange for a new product. In the past, I have had terrific service from this company and expected quick service. According to my account, the package might have been rejected because it was not the complete set even though that was the reason for sending it back. A code is shown, but does not work to received a new set. When I called in June, I was told to wait for an email with a code, but this has been sent. I have recently emailed the company, but have not received a reply. I have waited almost half a year for compensation from the company.Desired Settlement: I would like either the set I originally order, "Candie", or an even exchange for another set.

Business

Response:

Dear Dispute Resolution Services,

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

Thank you so much for contacting us.

We apologize for all the inconvenience that has been caused. We understand that this customer claims to have not received an exchange code for their order [redacted]. When the label for an exchange is made, there is an automatic code that is generated for each customer. This code is located in their account under “Returns and Exchanges History.” (as seen in image 1):

They were also sent an E-Mail notifying them about their coupon code (as seen in image #2):

Again, we apologize for the inconvenience that has been caused.

Best regards,

Adore Me, Inc

Phone: [redacted]

Review: Dear Sir/Madame, I had orginally signed up to become a 'VIP' member of ADOREME which allows the company to bill you monthly but provides the customer with certain benefits. In February 2014 I called to cancel my VIP membership and request a refund for the charge that month. I did receive email confirmation of the refund and there were no further charges to my account.

However during this last billing cycle, I noticed a charge on my credit card again. When I went back to the website- it showed I have store credit of 119.86 meaning they have charged me for VIP membership for August, September & October.

When I was online looking at my account a representative via 'chat' service on the ADOREME website named [redacted] told me I would need to call customer service.

After 15min of being on hold, I spoke with '[redacted]' who presented herself as a 'senior agent' because she said none of their customer service supervisors are available at this point in the day; please note I was calling at 615pm EST, and they report on their site being available until 830pm EST.

She informed me she could only refund 1mo of credit and she could cancel the VIP membership again (which in her system showed being deactivated in July 2014). Putting aside the fact that I called and cancelled in February, at least July is before the 3months of August, September & October that I was being charged for.

When I asked for her full name or employee number she said 'I am the only [redacted] in the office and my name will be on the email confirmation you will get.'

Well the email confirmation doesn't have her name as she promised. I will gladly forward you my correspondence with the ADORE ME company if you would like proof of any of that stated herein.Desired Settlement: I would like an apology and a refund of all of the store credit to my credit/debit card.

Business

Response:

[redacted]

[redacted]This is in reply to complaint #[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 to investigate this issue and prevent it from reoccurring.In regards to the membership, we would like to explain how it works. 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 the [redacted] day of each month (11:59:59 p.m. EST), will be charged $39.95 and will 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. Credits expire 12 months after the charge.Regarding the charges, upon further investigation, we see that the customer received a refund on February [redacted] 2014, however, the account was not deactivated on that date (see attached image #1). During the months of March and April, the customer skipped the month from their showroom, therefore avoiding the charge (see attached image #2). From the month of May until July 2014, the system attempted to automatically make charge, however the attempts failed and therefore the customer was not charged (see attached image #3). From the month of August until October 2014, the customer did not skip the month and was charged for store credit. The $39.95 store credit for October wasrefunded on November [redacted] 2014, and the VIP account was deactivated at the customer’s request (see attached image #1).For the remaining store credit of $79.91, 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:Adore Me: Claims[redacted]

[redacted] OR[redacted]

We will analyze the case and provide an answer by email within 10 business days (from the postmarked date)Best regards, [redacted]

Review: I purchased a shower gift from this company and in setting up an account to make the purchase, I unwittingly became a member of their "VIP Membership Club" at the cost of $39.95/mo. Once I saw the charge on my [redacted], I went on their website to cancel (they say you can cancel at any time). I also called & cancelled over the phone. On July **, I sent them a Letter requesting cancellation of the VIP membership via certified mail & they signed for it so I know they got it. However, they have not cancelled my account, and they send me monthly emails saying they are trying to charge me $39.95 for VIP "store credits" and asking me to give them updated credit card information. They should have closed my account in the summer when I notified them via their website, via phone, and via certified mail that I do not want their service and they are not to attempt to charge me any more money. They have not closed my account and they are still trying to charge me. Their website claims you can cancel any time, but why are they ignoring my repeated requests to cancel my account and take me off their email list? I have a copy of the certified letter I sent them in July--please let me know how I can mail it to you to document this. The ONLY reason I have stopped them from stealing $39.95/mo is that I cancelled the credit card, but they are still trying to charge me and they have not lived up to their obligation to cancel this account and remove me from their email list. (Also, there was no place on the Consumer Information page to list an alternate email address, & I am not supposed to put any personal identifying info in this Complaint, so please contact me so I can give you the alternate email address that the AdoreMe.com account is listed under).Desired Settlement: I would like the following: (1) Cancellation of the account; (2) removal from their email list (I am tired of receiving monthly notices telling me they are trying to charge me for a $39.95 VIP store credit & nagging me to give them updated credit card info). And (3) I would like a letter sent via [redacted] from their VP of Customer Service BOTH apologizing for their repeatedly ignoring my cancellation requests as well as a promise in writing that they are closing my account, removing my email from their email list, and that they will never again attempt to charge me their $39.95 "VIP membership" charge or VIP "store credit" or whatever they call it when they try to take $39.95 per month from a customer who has clearly told them to cancel.

Business

Response:

[redacted]

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

Thank you so much for contacting us.

Regarding the subscription program, we are not trying by any means to force customers to join. I have attached 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.

That being said, we now confirm that the customer has been unsubscribed from the membership (as seen in image #2) and will no longer receive showroom notifications by email. We have also unsubscribed the customer from our newsletter. We assure the customer that there will be no further attempts to charge their credit card for store credit.

Moreover, we have attached a copy of the letter that will be sent to the customer via [redacted].

Best regards,

Review: I ordered an item online and after it arrived in the mail, in November, I was required to pay over $40.00 in Duties and Taxes, which made me realize that it would be too expensive to continue my membership with the company. I called in November and asked to cancel my membership. I received an email in January stating that my credit card had been billed, and upon inspection of the account that was supposed to have been closed in November, I saw that I had been billed for December and January. I requested the reimbursement at that time, as well as sent an email inquiring as too why I was charged. I was then informed that they had no record of me cancelling my account and that I needed to call to cancel. I searched my email for an email that said that I had cancelled my account, but could find no such record (as I probably deleted it because if an account is cancelled then I shouldn't need to worry about it anymore). So I called on January ** 2015 to cancel my membership and have the funds that were not supposed to be charged to my credit card in December returned to me. They said that they could cancel the account, but that they could not reimburse the amount as it was "too late for a refund." It isn't a large sum, $39.95, however it was not supposed to have been charged in the first place, and I feel that it should be refunded as I have no intentions of using their online store now, or in the future.Desired Settlement: I would really just like the refund of the amount, as I believe that the credit card charges should not have happened had the representative I spoke with in November properly cancelled my account.

Consumer

Response:

I have been in contact with a [redacted] at Adoreme.com and we have come to an agreement in regards to the charges that appeared on my credit card statement. They have informed me of steps that I can take to resolve any further issues if this happens again and have cancelled my membership with them. I appreciate any and all steps that you have taken in regards to this file.

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,

Review: I have ordered from the company one time, for promotional price, the product came with a flier informing of perks of a VIP membership where I would be charged monthly over $39. I was not aware I signed up for any VIP membership and I have called the 800 number to cancel as instructed by their web site. The lady I spoke with gave me the option of 3 month payment vacation I declined clearly stating I want to cancel. She said you are all set and then I got email stating congratulations you are on a 3 month payment vacation. I replied to this email stating this is a mistake and I want to cancel. I gave them a week to correct the problem but nothing happened. I called today (9/**/14) to cancel again just to be informed my account I frozen on a payment vacation and they cannot help me. I chatted with [redacted] from Adore Me and she informed me she can't help me but she said she has contacted their CC and they are calling me now. They never have. I just want to cancel and be done with such unethical company.Desired Settlement: VIP membership cancellation, I just want them to cancel my VIP membership, I am not interested in their products or services.

Business

Response:

[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 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 has not received any additional

charges other than for the purchase made by this customer on 09/**/2014. As

previously stated this customer’s account has been unsubscribed from the VIP

membership.

Best regards,

Consumer

Response:

I have received a voicemail from Adore Me two days prior to them canceling my membership (9/**/14) stating they can't help me because they have a proof I called and requested this payment vacation. Which is a lie! All of these communications from them are always via phone call so one can't prove the deceitful ways they do business. I had to cancel my credit card. It's a shame, they force unsuspecting customers to skip or purchase and the only way they will cancel is via Revdex.com complaint! Thank you Revdex.com for being there and standing up for customers, we TRULY APPRECIATE it!

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.

I

Sincerely,

Review: I ordered a product from the company and when I got my email confirmation it told me I was now a member of their VIP service. It was not clearly stated anywhere on the order page that I would be agreeing to sign up for a membership by placing an order and since I will be charged $39.95 every month for this membership whether I want a product or not, I searched the website to try to cancel the membership online, there is no way to cancel a membership or order online. I promptly called customer service to cancel the membership. Customer service would NOT cancel my membership. She said she couldn't cancel it because I had an open order. I asked her to cancel the order, she said she could not do that either, they can't cancel an order once it's been placed. I had just placed the order 10 minutes prior to calling customer service so to me it seems outlandish that they could not cancel the order, it seems that this company just will not cancel any orders. Her advice to me was to just return it when I got it and then I could call and cancel my membership. Sure, after they charge me $39.95 for a service that I do not want. This company's business practices are HIGHLY deceptive. It's wrong to trick a potential customer into signing up for a service they do not want, to not allow them to cancel it at any time for any reason, and to not allow customers to cancel orders that have not been processed or shipped.Desired Settlement: I would like my membership to be cancelled immediately and I would like my order to be cancelled. I do not desire to do business with a company that deceives it's customers.

Business

Response:

[redacted]

Monday, September [redacted], 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 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 was only ever charged for the order that she place on 09/**/2014

for the amount of $9.95. At this time the customer has no store credit in her

account and was unsubscribed as previously stated.

Best regards,

Consumer

Response:

It would have been nice if the business had notified me that they had unsubscribed me from the service, but I am pleased that they did.

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,

Review: For Order [redacted] placed May *, 2014 - I have still not received this order. I have written customer service twice and received the same generic response both times, with no real offer to solve my problem.Desired Settlement: I would like you to refund my money, as it is very clear the order has not been sent.

Business

Response:

[redacted]

[redacted]6

Monday, June [redacted], 2014

Dear RevDex.com,

This is in reply to the

complaint ID [redacted].

Thank you so much for

contacting us. We apologize for any inconvenience that this has caused. We

would be able to issue a refund if the package has not been received after 30

days. Please call Thursday June [redacted] 2014 if your package has not

been delivered by that time.

[redacted] Monday – Friday 8:30AM – 8:30PM EST Time

Best regards,

Consumer

Response:

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. Additionally, I would like to add that the package was received.

Sincerely,

This business is absolutely SCAM!! I had VIP membership and they tried to charge $39.95 every month if I don't skip the monthly showroom by [redacted] of the month. One time, I forgot to do it, so sure enough they charged on my credit card which they refused to refund. I decided to order the item, get rid of store credit and cancel the subscription. I decided to order BOGO deal. When I received the items, their quality were poor, not true to size and I can wear them whatsoever ( a way too small!). I called customer service and requested to exchange the size (because they say they only exchange the same item for different size, not refundable for BOGO deal), but customer rep said they can't do anything and flat refused to work with my issue. I requested to speak with their supervisor but rep said there is no such a person....Capital **!!!!! Rep told me it was simply my loss.....just rude and unbelievable! This business rip you off your hard working money and practice nothing but extortion!! I immediately canceled the membership, but they kept my information on their website including my credit card info. I tried everything I can do to delete my account but their system does not allow me to do so. I am calling Adore me right now and I have been on hold for over 60+ mins...still on hold.....just unbelievable and it shows how terrible this company is!! Ladies, BEWARE!!!!!

Review: My wife purchased an item Dec **, 2012 from the Adore Me site and a default option of a VIP purchase which claims no membership fee was used. Come to find out we have been being charged $39.95 each month since for this "membership" that we have no idea we were signed up for and never used. This seems like a very deceptive practice as you would think the default option would be a typical buying experience of purchasing an item for a price and maybe offering a membership with transparent fees as a second option. I see many other people on the Revdex.com and elsewhere on the Internet have had a similar experience and actually can't believe Adore Me is allowed to brandish a Revdex.com Accredited Business logo on their site based on these business practices obviously intended to mislead. If the VIP Membership is truly a great value and option people would want, I don't think such practices would need to be used to get people to sign up. I will be happy to discuss via phone if needed.Desired Settlement: Refund the 10 months of unauthorized charges totaling $399.50 from Jan-2013 to Oct-2013 and remove site credit. No purchases have been made at the site and therefore there has been no true cost to Adore Me over this time period and should not be difficult to reverse.

Business

Response:

Monday, November [redacted], 2013

Dear [redacted],

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 11/**/2013.

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:

Here is a screenshot of the details box that appears when clicked (as seen in image #2:

Customers who select the VIP Membership option during checkout are sent a membership confirmation email, then two reminder emails before the fifth reminding them to either skip the month or make a purchase. Customers who do neither before the fifth 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 #3:

The customer did not skip or make a purchase in November and was charged on 1/*/2013, but contacted us on 11/**/2013 and was unsubscribed as well as refunded $39.95.

For the remaining store credit, this customer was provided additional information on how to receive that remaining balance on her account (as seen in image #4):

This customer is currently unsubscribed.

Best regards,

Consumer

Response:

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:

The business states customers who "select" VIP membership are charged. My issue is VIP is default, not selected, and the standard practice of purchasing an item in a single transaction needs to be scrolled down to be seen on the site (we checked this again on our laptop). This is a misleading business practice and refunding one month of 13 months of charges is not acceptable. During this time, I did not know I was being charged, did not receive any product/service, and it should not be difficult to refund the money considering no services or products were rendered in any way. I see how this tactic can be profitable for the company but is not a best practice for consumers or customer service...

I will be happy to discuss directly with their claims department via phone if that is what needs to happen. My wife called a few weeks back and they did not resolve the issue. I would like a full refund and will not be happy until it is refunded since, as stated prior, we literally received nothing for the $400+ we were charged.

Thank You

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Dear [redacted],

Thank you for contactin us.

As previously stated, this customer has been unsubscribed but they must contact our claims department if they are requesting any store credit back.

Please note that all preferred recurring members that neither select a lingerie set nor skip the month by clicking the Skip the Month button before the 6th day of the month (11:59:59 p.m. EST), will be charged the monthly dues and will receive a store credit. All store credits can be redeemed within 12 months of receiving the credit. Preferred recurring members that do skip the month (before the 6th day 11:59:59 p.m. EST) may change their minds and purchase any available item in their showrooms. If you receive an unwanted selection, or if the selection is not completely to your liking, you may return it at our expense and we will credit your account. Simply use the return shipping label our client services department emailed to you and drop it off at the shipping provider location. Please be sure to include your packing slip when returning any product. You will receive a full credit to your account, which may be used in accordance with our Credit Policy. To request a refund, please contact our Client Services. All refunds are subject to our Refund Policy. Please note: Credits resulting from the monthly charge on the 6th 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 charged 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:

Review: The automatic enrollment for Adore Me is extremely unclear from the start. After one misunderstanding I called to have my account cancelled and monthly charges refunded. They were only able to refund my one month's fee due to a 30 day policy they have for refunds. I accepted this and was told that the unrefunded month's fee could be used as store credit. The following month I used my $40 credit to purchase a gift, and thought that would be the end on my involvement with Adore Me. Next month, I had another monthly charge on my account. I called again to have it removed, providing them with my cancellation confirmation number. I was told that when I used my store credit I should have chosen the "Pay As You Go" option, in order to avoid getting re-enrolled in the monthly charges. This was not clear AT ALL at the time of check out. I don't remember seeing that option, and even if it was there, there was nothing explaining what each choice entailed. They refunded the charge and cancelled my account again.

At the end of December, my husband informed me that we had more charges to our credit card. When I called in early January, they had already charged me again and said they would only refund the one which fell into the 30-day refund period, even though this appears to be an error on their part. This kind of system is extremely unclear and feels very predatory. Additionally, their customer service is unresponsive and unhelpful. All in all, my dealings with the company lead me to believe that AdoreMe is not customer friendly in the slightest.Desired Settlement: Adore Me needs to refund all new charges to the account in full and take our credit card information out of their system. They also need to have MUCH CLEARER information about how their monthly charges are set up, and what constitutes enrollment. Better customer service would be fantastic too.

Business

Response:

[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,