Adore Me, Inc.

Review: An order ([redacted]) I placed was returned by UPS ([redacted]) on the [redacted] of May 2013 due to a shipping label error made by the company. I have made numerous calls to the company in an attempt to have the package resent but each time I am told that a manager will get back to me and nothing happens. I have contacted customer support but they have ignored my email. It is the [redacted] of June 21 days after they signed for the package and no one has made an effort to contact me or resend my package.Desired Settlement: The package should be resent as well as a sensible reason why they charged my credit card in 2 days and for 21 days no one had the decency to contact me.

Business

Response:

Dear [redacted],

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

I have looked into the case and talked to one of our PR representatives and customer service managers and had them fixed the mix up that happened with the package and UPS. The package from original order number [redacted] will be resent to the address given by the customer and will be shipped out by this week. The $39.95 credit the customer was also referring to has been refunded to their account.

We apologize again for this inconvenience.

Best regards,

Review: I made 2 purchases from Adore me for my wife. I made these one time purchases just like I would from any site. I noticed today that my credit card had been charged an additional 39.95 that I did not authorize. I have contacted my [redacted] credit card company and they have placed a freeze on this company charging my card. I do know this is a scam now that I have read reviews on this company. I tried to contact this company but the recording says it is over a 15 minute wait and no one answers. I have emailed them but do not expect a reply. This company needs to be shut down. Wow, you can't even make a simple purchase online anymore without complications....Desired Settlement: My account with this company needs to be expired and my credit card needs to be credited for the 39.95.

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 - I hope.Adoreme has emailed and told me that they have unsubscribed me from their monthly VIP membership. The problem with this company is they say membership is free and then they sign you up for a monthly billing if you do not order something within a period of that month. Sounds like a scam to me.My [redacted] credit card company has credited my account with the 39.95 that Adoreme had billed without my knowledge. I just hope I don't see another billing show up next month.Sincerely, [redacted]

Review: I ordered an outfit through Adore Me's online site. They sent me an email 24 hours after placing the order apologizing that my size was out of stock and to pick something else. This happened multiple times and my card has been charged 4 different times. 9/** I was charged 2 times for $24.95 but that order did not go through and I certainly should not have been charged twice. Then I was charged $64.90 on 9/** (which is the only correct charge there should be). Then there was another charge for $49.95 on 9/**. I called on 9/** and the charges for $49.95 were removed but the other 2 still remain. I just had to follow up again on the other 2 incorrect charges. Now they are telling me that they can see and remove one of the charges for $25 from 9/** and they aren't sure about when or how to get the other charge removed.

I am happy that they are working with me but it is ridiculous that I have had all of these problems in the last week with just trying to place one order. I am concerned that this company is a fraud.Desired Settlement: I want all of the incorrect charges gone and I feel like they should do something to compensate for the fact that they have messed with my money so much in the last week. It takes time for them to credit those charges back and I am a Mom with a small child. What if I need that money and I can't use it because it is tied up in the refund process due to their mistakes. It's not like I have tons of money lying around to float me through situations like this.

I certainly don't feel like Adore Me deserves my future business if they can't make up for their mistakes in this situation.

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 this account is

still active 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):

At this time the customer was refunded for 3

sets out of the 4 sets she ordered and should have received 2 of those sets as

they already shipped out to her. So she actually got a free set for her to

keep.

If the customer has any additional questions she

can contact are customer care department at ###-###-#### operating hours are from

8:30am- 8:30pm Monday-Friday EST

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 am not concerned about the subscription. I knew what I was getting into going into that. What I did not expect was to be over charged, double charged, sent the wrong outfit, and now the outfit that was "supposed" to be to "fix" all of this mess is lost now too. The tracking info shows that my post office has had it for 5 days. I was supposed to receive it on 9/**, today is the [redacted]. The post office says that they never got it. UPS says that they scanned it to the post office and to call Adore Me. I called Adore Me and they are pointing the finger at UPS and USPS. This is ridiculous! There is a charge on my account from 9/** that still needs to be removed but they can't do it because it doesn't show on their end. How did it get there then? The bank said it clearly shows that they double charged me. So now my bank has to dispute those charges. I have to wait yet another week to get the product I ordered on 9/**. I was told that I can't cancel my subscription until after the item arrives. I also have an issue with their customer service. Until today I have never been allowed to speak with management no matter how many times I asked. I was trying to work out my issue with "[redacted]" and when she could not help me I asked to speak with a [redacted]. She told me no one was there and when I told her that was unacceptable, she put me on hold for 4 minutes only to come back and ask me if "you are done so I can finish". What a way to treat a customer! Especially after the experience has been so terrible to begin with!

I want my account cancelled and I do not want to be billed for anything else. I WILL NOT be doing business with Adore Me again regardless of what they do to make up for their errors.

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

Sincerely,

Business

Response:

H[redacted],

This is a follow up on your call from earlier today regarding complaint ID [redacted]. This customer's account has been unsubscribed as of 10/**/2014.

Kind regards,

Review: I have had many problems with this company. I purchased a corset through this company and loved the product. I was very happy with it. Then, a month later I realized that I was being charged a monthly fee if I didn't respond on their website that I wanted to skip the month. When I realized that is what was happening, I tried to go on their website and skip the month. It would not let me log into my account. The website wouldn't even come up on any of the four different computers that I tried. They apparently only give you five days to skip the month and I tried every single day. When I finally got a customer service number after sending them a message on facebook, which was also unhelpful, I tried to call them to get it taken care of and after an hour on hold I finally had to hang up. The next month it was the same. When I was finally able to get in touch with a customer service representative, she was extremely rude. She told me that their policy won't let them refund more than the most recent month. I told her that I wanted to be refunded that amount and I wanted to be taken off the monthly list. She said that she would do that. I asked her why there was no exception for this instance since the reason I couldn't do it was their website not working. She repeated that they just don't refund out more than the most recent month. I asked if I could speak to a supervisor about it. She replied that they were just going to tell me the same thing. I said that was fine and I still wanted to talk to a supervisor. Again she said that they were just going to tell me the same thing but that she would have them call me back. Then she hung up on me before I could ask anything else. I let this go and figured I would address the situation once the supervisor called me back. The supervisor never called me, I was not taken off the monthly list and I was not refunded the one month I was charged. A few days later I called again to get this fixed. By then it was apparently too late to even have one month refunded to me and they had no record of me calling in the first time. I explained the situation including that it should have already been done the first time I called in and was told that I couldn't be refunded. I was frustrated at this point and my lunch break was almost over so I just hung up. Later I tried sending an e-mail to the customer service department and received a response that I needed to submit a written claim and mail it to their New York address explaining why I could not request a refund within their 30 day time frame. I didn't know there was a 30 day time frame at that point and couldn't get on their website to even find a phone number. This explanation hadn't been good enough for anyone so far and I was not receiving good responses from their customer service department so I did not have much hope that they were going to be helpful. I decided that I would just use the credit left on my account and then close it. I was and still am ready to be completely done with this company. I ordered three things from their website. One was 49.95 and the other two were 39.95. They were running a buy one get one free sale at the time so I only paid 49.95 and 39.95. The credit covered everything except 4.99 which I paid. When I received the merchandise in the mail, I tried on the bras to see how they fit. The did not fit at all. They are at least a cup size smaller than what they are supposed to be. They did not have another size that would work. I cannot wear anything larger around than a 32 and the largest cup size was way too small. I immediately put them back in the package until I could get the one mailed back to them. The other two apparently cannot be returned or exchanged even though they are not true to size items. They are currently sitting in my dresser drawer where they will sit until I end up throwing them away. I left the other one in the box and sent it back to them after requesting the exchange through their website. Yesterday I got an e-mail telling me that my exchange was rejected. The email is this:

Dear Erin Henson!

We have just received your package for order #[redacted]containing the items

Name SKU Count

[redacted] S 724-Black-S 1

We can only authorize exchanges and returns on merchandises received in new and unworn condition.

Unfortunately, the sanitary inspection has shown that we cannot accept your item as it has been received in its new and unused condition.

We are given a really strict policy regarding the exchanges & returns, and there is really nothing we can do if your set was not shipped in its entirety.

Therefore, we can either ship your package back to you at your expense ([redacted]) by clicking here and making the payment or have it destroyed.

Please note that without answer from you within 14 days upon receiving of this email your package will be destroyed.

Please let us know how can we further assist you.

Kind regards,

Your dedicated Customer Care team

Click [redacted]/ to review your request.

Thank you for shopping at Adore Me!

Your dedicated Customer Care team.

Their e-mail to me states that it was received in new and unused condition, but they are still rejecting it. I don't understand this at all. I e-mailed back requesting an e-mail or phone call the same day since I wanted this to be take care of within their time frame. I did not receive a call or e-mail. I called today at about 6:45 when I got out of work and told the rep that there was problem with my exchange and I needed to get it fixed. She said that she could take my information and give it to the person that takes care of those and she will get back to me in two days. I gave her my information and hung up. After I hung up, I called back. The person that answered this time told me the same thing. I asked to speak to a supervisor. She told me that there was not a supervisor there because it was 7 o'clock in New York. (We are in the same time zone.) I asked if there was anyone else at all that could go ahead and help me. She said no that there were only two people working since it was night. I said, so there are only two people doing customer service for the whole company and you can't do exchanges or returns? She said yes. There were also multiple conversations I could hear in the background, so she was obviously not the only person there like she made it sound. I asked when I should call back to speak to a [redacted] and she told me 8:30. I told her that I was going to call back and talk to a supervisor and she kept trying to get me to give her my information so they could call me back since a [redacted] might not be in when I called back. I told her that was why I just asked her when they were there. So that I could speak to a [redacted]. She kept talking over me until I finally just said thank you and hung up on her. I have never been treated so poorly by a company that I was paying for services. As soon as this is resolved, I will never shop with them again. I will stick to pay $60 and $70 per item just to deal with a company that will not try to price gouge and screw me over at every turn. I work in customer service and if I had ever treated anyone the way they have treated me, I would have been fired. It is ridiculous that they treat people this way. I have advised everyone I know not to use this website.Desired Settlement: The amount of this item was $39.95. I would honestly love for them to take back the other two items as well, since I feel that they misrepresented their program and their merchandise does not specify that they are not true to size. They charged me a total of $84.89 for the items. They should have refunded the two months that they charged me for which was $79.90 and then I never would have had to deal with them again. I would really like that amount and for them to take this merchandise back, but will settle for a refund of the $39.95 item. I have tried to talk to them multiple times and they have shown a pattern of poor customer service and they need to be more up front about their practices.

Business

Response:

AdoreMe, Inc

My boyfriend told me to pick something out from adore me after seeing the commercial. So I did. It was an easy process to order and I did recive what I ordered. It doesn't fil like I hoped that that isn't really the problem. Apparently they sign you up for vip customer without asking you when you place your order. Which means they will charge your card EVERY month $39.99 which you can use then at anytime at there site!! I never asked for this and when I wanted to cancel they said I have to write an e mail and they will send me an e mail back with instructions on how to cancel. I still didn't recive an e mail back. But they cleared the $39.99 store credit from there site. When we called again they said that we forfit that money and they not gonna refund it. I advise everybody to stay away from ordering there.

Review: I ordered a lingerie item through this company and signed up for a monthly membership in response to a marketing email that I received that the item would be delivered in time for Valentine's Day. At 5:15pm on the [redacted] the product still had not arrived so I went online to track the package. To my surprise, the item showed a delivery date of Tuesday the [redacted]. I called the company to address the issue. The company representative told me that because of the weather that the package had been delayed. I informed her that Tuesday would be to late as I had already set everything up (including the kids to stay out of the house) for Saturday. She told me in a very unconcerned manner that there was nothing that they could do and Tuesday was the best that they could do. I offered the option of them sending one to me on a next day shipment. She stated that was not possible. I asked to speak to a [redacted]. She then informed me that the [redacted] was not available. I told her that I would wait. She told me that I couldn't do that and that someone would get back to me in 3-5 BUSINESS DAYS!!!!! I have never heard of a company that did not have a [redacted] that could address customers concerns at the time of the call, let alone at least the same day! I then told the "customer service" rep to cancel my membership. She said she couldn't do that until the product had been delivered. So then I have to waste more of my time calling back another day to cancel. I have never dealt with a company that had such little concern for their customers!!! What I thought was a good company with a great idea of a monthly lingerie membership program greatly disappointed me! Had I known of their delivery issue this morning, I would have had time to go out and buy something for my husband for our infrequent date nite. Now it is too late to do that and a very big part of our special evening has been taken away. Not to mention the "gift" I gave him of the monthly membership which I will soon have to cancel. I am disappointed in the delivery issues and the false advertising but even more disappointed in the customer service (or should I say lack there of!)Desired Settlement: I would like to see the company offer options for mail delays such as next day deliveries for guaranteed date items at the cost of the company. I would also like to see the company always have a [redacted] available to deal with customer concerns. Finally, I would like for the company to only hire customer service reps that actually care about the satisfaction of their customers.

Business

Response:

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 are still an active member since they have

reached us.

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):

As for the order that was place (Order # [redacted]),

we are not responsible for any delays in shipment due to weather advisory.

According to UPS, this package was delivered on 2/**/2024.

As for the customer service experience, this

case has been handed over to our manager. It will take 1 – 3 business days for

her to reply for she has other customers to reply to as well. We have addressed

the situation and this will be taken care of.

Best regards,

This is absolutely the worst company to deal with. I ordered a set 1 time! The small print did not clue me into the "service". That was my own fault. BUT, then I got my lingerie. It was cheaply made polyester. I was ill fitting and it just looked and felt cheap. I thought, meh...I just won't order again. Then came the 70$ in charges that when I tried to cancel and get the no hassle refund they promised I was told it was store credit. I didn't want that but the high pitched customer service rep said it was my only option. But I couldn't cancel until I used it. So I used it, and tried to cancel. Then I was told I couldn't cancel until I got the order. Then I got the order, but had to skip the month so I wouldn't get charged again. Then I couldn't cancel with a skipped month pending....and so on and so on. Keep in mind the wait time is NEVER less than 15 minutes. What a scam.

Review: I was charged $39.95 even when I didn't purchase anything and was added to my account as "Store Credit." This feature was supposedly included when signing up for the account. I was not made aware of this information until after being charged the amount. It was deceptive to entice the costumers to sign up for an account without explicitly explaining the full details. Although I was refunded the money, I want to cancel my account because each month I will be charged $39.95 again. It is also very difficult to cancel the account because you have to call their costumer service which has placed me on 30-45 mins holds without any response.Desired Settlement: They need to add an online option where I can deactivate my account by myself without having to contact their costumer service. They also need to have a much better costumer service line, if that is the only way cancel the account.

Business

Response:

[redacted]

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.-8:30 p.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 in which the terms of the membership are explained 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, here: [redacted], within 30 days of the charge.That being said, we now confirm that the customer has been unsubscribed from the membership (see attached image #2).If there are further comments questions or concerns, please let us know. Best regards, [redacted]

Review: A purchase was made for a product from this company. The product and price appeared to be reasonable and fair. After purchase, I was subsequently billed monthly for a sum of $39.95 per month. With further investigation, fine print specifies that by purchasing a product you are authorizing the company to bill a monthly amount mentioned above indefinitely. Upon calling and canceling, the charges (which I feel were not agreed to) were not refunded. The agreement was not clear to enter into this monthly billing (both by phone and online) and after a call to complain and remove the charges my credit card was continuously billed fraudulently. The merchant has refused to refund the 4 charges of 39.95 erroneously billed to my account.Desired Settlement: Refund if the 4 charges of 39.95 which occurred after cancelation of complaining about the monthly billing.

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 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 fifth reminding them to either skip the month or make a purchase (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, within 30 days of the charge. Upon further investigation, it appears that the customer has been unsubscribed from the membership on April [redacted], 2014 and was refunded the store credit for April (see attached image #3).Moreover, we see that the customer initiated a chargeback with their bank for the remaining store credit, and the said credit was frozen (see attached image #4). Unfortunately we are unable to unfreeze or refund the credit, as the customer has already been refunded by their bank.If there are further comments questions or concerns, please let us know. Best regards, [redacted]

Review: On June 6/** /2013 and 6/**/2013 I purchased lingerie for $19.95 and $34.95 respectively. Unbeknown to me the company started charging my debit card $39.95 on 7/**/2013, 8/*/2013 & 9/*/2013 which came up to a total of $119.85. When I noticed this I called the company and they advised me that I had signed up for some VIP membership which I asked them to cancel and they stated they would refund only $39.95 and give me a store credit for the rest. I never signed up for this and advised them I didn't want to purchase from them again and would like my full refund. the stated that they would only refund $39.95.

I believe I deserve the full refund as the company continued to monthly draft funds from my account and were rude when I tried to explain that I wasnt aware of their policy and still refuse to refund the remaining $79.90. Although their site also states that there is no cancellation policyDesired Settlement: I would like the full refund debited bank into my account

Business

Response:

Monday, September [redacted], 2013

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,

and also received a refund for the $39.95 as of 9/*/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 (seen in image

#1):

Here is a screenshot of the details box that appears when clicked (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 (seen in image #3):

The customer did not skip or make a purchase in April and was charged on 9/*,

but contacted us on 9/* and was refunded and unsubscribed.

We see here that the

customer was also E-Mailed and informed that they can receive their remaining

store credit back through our claims department (seen in image #4):

We apologize for any

inconvenience that this may have caused.

Best regards,

Product Owner

Review: I ordered online a matching bra panty set in May [redacted] 2014 for $39.95.

I was satisfied with the set and kept it.

I am being charged on an account that isn't used for the last 6 months including the month I bought the set.

I have not recieved email, letter, or product from the 5 MORE times they have charged me $39.95.

Which totals $199.75.

I did NOT authorize these purchases ON MY ACCOUNT.

I have not recieved any information reguarding the automatic withdrawl on my account.

I called today to attempt to recieve a full refund, and was told managment was busy.

I am VERY DISSATISFIED with the williness to continue withdrawing from an account that isn't activly purchasing.

This was not a disclosed reaccurring charge. I DO NOT USE THIS ACCOUNT FOR REACCURRING CHARGES>>>

I am highly dissatisfied with this company's inability to keep contact with one time customers, and am HIGHLY dissatisfied with customer service.

This has HIGHLY affected my families finances and can not believe that a company can continue charging after a one time charge.Desired Settlement: I would like to have the $199.75 put back on the card it was taken from, or a check so I can put that amount in the bank to cover the charges. I would like to have this company be help responsible for the fraudulent charges to the fullest extent...

Business

Response:

[redacted]

Thursday, November [redacted], 2014This is in reply to complaint #[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 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 and 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 can be seen attached in image# 2.We checked the customer’s account, and it appears that they have reached us and received a refund of $159.80 from our Claims Department on October [redacted] 2014, and a refund of $39.95 on October [redacted] 2014 as it can be seen in image 3.The customer was also unsubscribed from the membership on October [redacted] 2014, therefore there will be no further charges for store credit.Best regards,[redacted]

Review: I purchased a Halloween costume from Adore me and was offered a promo code that was automatically put into my care for $15 off of my product. The promo code said [redacted] and I was automatically given to me and any other customer. After I checked out I received an email that said "Thank you for joining our VIP member club". I found out that this required me to pay $40 per month to purchase something from this company. When I went back to the website to read up on it I noticed that the company also still has my [redacted] card information on file, something that I did not authorize. I also have 3 charges on my account from adore me. One for the costume and two more charges for $1 but I was told by [redacted] that these could increase once they are processed and cleared. They offered to dispute them since I only made one purchase. I have tried calling this company several times during their "business hours" and they are always closed. I have also emailed them and tried talking to an online chatline but no one answers me.Desired Settlement: I want to cancel my membership with this company immediately before any more charges are made on my card. I also want the $1 charges canceled on my card so I do not have to have them disputed with [redacted].

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 it. I have attached below a screenshot of the shopping cart with the two payment options that all customers are given (as seen in image #1)

Moreover, I looked into the customer’s case, and see that they have reached us and were unsubscribed as of [redacted] (see attached image #2)

Regarding the charges, the $1 charge the customer noticed was a “pre-authorization” charge that is made before the full transaction as a way to verify that the card is active before authorizing the total. The $1 drops off the account automatically and is not charged by Adore Me! The customer is free to verify this information with their bank. The only amount charged by Adore Me is the $24.95 for the order (see attached image #3)

Best regards,

Review: In January 2014 I ordered merchandise through Adore Me. At the time I was unaware that I purchased the item with the agreement that I was signing up for the VIP membership. The membership is a monthly charge of $39.00 that is counted as a credit for a future purchase. The consumer does have the option of "skipping" that months charge but can only do so within the first 5 days of every month. In February of 2014 I noticed that I had been charged again by this company. I called their customer service line and inquired why. Which is when they told me about the VIP membership. I told them that I did not want to be a part of the membership since I would probably never order anything from their company again since I was not impressed with the first product I had ordered. The woman I spoke with assured me that I would be taken off of the membership and my money was refunded. This morning I was conducting some online banking when I noticed that they had charged me the $39 membership fee. This time by doing so they over drafted my account. I did not give any authorization to this charge. I tried to call the company's customer service line multiple times today and have not been able to speak with a representative. I had to call my bank and file a fraudulent claim so I can be refunded this money and any fee's I may incur because of the overdraft. This is unacceptable

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 as well as refunded $39.95 (please allow 1 – 3 business days

for the refunds to appear into your account).

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):

As previously stated, please allow 1 – 3 business

days for the refunds to appear into your account.

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.

While I am satisfied with the refund and the company finally taking me off of the VIP membership which is what I asked for originally in February. I still think the business practices of AdoreMe are very questionable. In their 'proof' that they contacted me, it shows that I never viewed any of the emails they sent. I do not remember receiving any email about being taken off of the "payment vacation" or that I would be charged. My complaint is just one of hundreds, perhaps this is something that should be investigated.

Sincerely,

Nora Walker

As a consumer, I felt very caught off guard by the VIP membership enrollment. At the time of making an initial purchase, I was very unaware of the monthly enrollment that happened on my behalf without acknowledgement.

Review: I signed up to receive a matching bra and pantie set. I saw the add via [redacted]. It said I could get the set for a discounted price. I clicked on the link found a set I liked and ordered it. Newberry once did I see anything about a membership or it automatically taking money from my account. My husband sites all our finances and thought I signed up for this so never mentioned the money coming out of our account every month. I have been charged since July and not received anything! I called to get reimbursed for this money and they refuse to do so. Even though I have never received anything but have been billed for 6 months. I want my money back for the 6 months of nor receiving anything. It's pretty obvious this is a scam just by the way the customer service representatives handle you on the phone. They will not let you talk to a manager and you're on hold for at least 20 minutes. They are short with you and rude.Desired Settlement: I want to be refunded for all the automatic payments since July. I won't stop filing reports until the refund me. Until someone contacts me and refunds me I will right bad reviews on every site I can find.

Business

Response:

AdoreMe, Inc[redacted]Phone: [redacted] The Revdex.com, New York[redacted], December [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 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.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 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. The membership confirmation email was sent to the customer on 2014-**-12 (as seen in image #3). The customer was also sent notification emails, that can also be seen in image #3. Unfortunately, it appears that the customer did not open these emails.VIP members who do not shop or skip by the [redacted] day of each month ([redacted]), 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 [redacted]) 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 customers was unsubscribed from the membership and was refunded December’s store credit of $39.95 (see attached image #4).For the remaining $199.75 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:Adore Me: Claims[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]Phone: [redacted]

Review: I ordered ONE thing from this business on April [redacted],2014 it was part of they're wedding selection they have and there was a special going on that day if you ordered out of the wedding collection it would only be $24.95 so I went ahead and ordered out of the wedding collection for my best friend's wedding present. Then I logged into my online banking app that I am new too and it told me that someone from Adoreme.com had taken $39.95 out of my checking account in early August. So I reached out to the business via email and phone. The email reply I got back was automated telling me it would further be looked into,but at that point I was not happy someone had taken that money out of my account unauthorized 100% unauthorized ! So I called the customer service the woman was very rude with me and basically tried to tell me that I signed up for some VIP club that they run? Well I DIDN'T and I know I didn't so I told her that over and over I did NOT sign up for that there was a special that day going on for the wedding collection and I simply applied that to my order. She then proceeded to tell me that there was nothing she could do to fix it because I did sign up according to her. But I know I did NOT. So I contacted my bank to let them know what was going on since it had put my checking account in the negatives,they then discovered that Adoreme.com had taken plenty of money out of my account adding up too $159 over the months since I purchased in April,2014. They had taken $39.95 out of my account monthly (which I did not catch because I just set up my online banking in August) I didn't know what to say to them so they told me come in we have some paper work to fill out for you and we had to cancel your debit card (which I use to pay for everything with) I was so shocked that something like that had happened to me. I mean since according to them I signed up for they're VIP group or club whichever its called I never once received any notification on money being taking out of my account from them like an authorization email or whatever I mean ANYTHING! But no I've never received anything except they're promotions on everything they sale. I've taken them off of my emailing list now because they have been no help whatsoever. My bank managed to get back $79 of mine,but they still owe me $80 that they were not authorized to take out of my account I work monday-friday fulltime to take care of my family and people are going to take money out of my account without even notifying me? I do not think this is fair whatsoever especially knowing that I did not sign up for the VIP group. If there is anything you can do to help me please do..Thank you. [redacted]. 08/**/2014Desired Settlement: I would like my money back that they were not authorized to take from me in the first place. Thank you for your time.

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 as well as refunded in the amount of $39.95 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 was

refunded and unsubscribed on 09/**/2014. As previously stated I have refunded

and, unsubscribed this customer.

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

Or email:

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: I have been charge 39.95 every month since I made a purchase for 19.95 in May. If it was clear on their website, I would not have agreed to the charges.Desired Settlement: This company started charging my credit card after I made a purchase. The disclosure was not clear and visible. It was tiny and purposefully hard to see in order to take advantage of customers. I understand they have a right to make the information hard to find. But as a citizen, I also have a right not to be taken advantage of by a corporation. I simply want all the charges after my purchase on May *, 2013 to be refunded. The amount of 119.98 refunded.

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 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]

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,

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 never received the notification emails. I was unaware that my account was being charged. I would like a refund of the "account credit." By not refunding my money, I feel forced to make purchases I do not want!! I simply want my "account credit" refunded. I understand your return policy, but please understand that I didn't receive the notification emails. I also would not have agreed to this if it was made clear.

I don't understand why "Adore Me" will not refund my money. A good business would grant the refund. I feel like my hands are tied.

How is this a resolution? It is simply an explanation of why they will not refund my money. I do not accept this as a resolution.

Sincerely,

[redacted]]

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.

I looked into the

customer’s case, and see that they have since reached us and been unsubscribed

as of 08/**/2014 and refunded for the month of August. This customer also

contacted our claims department and was refunded the remaining balance of

$119.85 on 08/**/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 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 the full amount in her

store credit and was previously unsubscribed.

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.

Sincerely,

Review: I ordered from Adore Me in February. I assumed my order was a one time purchase and thought my relationship with Adore me was over from that point on. Almost immediately following, I moved, disconnected from my internet provider and lost my email account. I was not aware that they were billing my monthly since March $39.95. When I called to ask for my money back and unsubscribe, I was told that their policy was to only reimburse 1 month. There reasoning is because they were notifying me through email. However, all of their emails to me should have returned as undeliverable because I have not had that email address since February. I again, explained the issue with my email and was not aware that I would be charged a monthly fee or I would not have even purchased from them. I asked for a Supervisor and was told that the CSR I was speaking to was the highest I was going to get and that she was a Supervisor. Then she admitted that I couldn't speak to him. After requesting to speak to her Manager or someone above her several times, she placed me on hold without waiting for my permission to do so. Then a Lead CSR named [redacted]. took my call. I explained my situation again, while being interrupted several times by the robotic, "this is our policy" line over and over again. I asked to speak with her Manager and explained that I thought it was strange that I was supposed to be speaking with a man as the CSR hinted "he" wasn't going to be taking my call. [redacted] stated that there is noone in Management above her and that she would Unsubscribe me from their site, and return the 1 month.Desired Settlement: I would like my $39.95 for March and $39.95 for April as well the $39.95 for May credited back to my bank account. I did not receive notification that this money was being debited from my account, I did not authorize more than the one time fee I paid in February.

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 ($39.95) as well as unsubscribed from our VIP

membership.

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 August

and was charged on 3/**/2014, 4/*/2014, and 5/*/2014. This customer was only

refunded for their last sore credit amount for 5/*/2014 because we do have a 30

day refund policy *see terms and conditions for more information*

For any remaining store credit requests:

VIP

Membership Payment Option

Selecting the VIP membership during checkout enrolls you into a

flexible, active membership with many benefits. Members enjoy a special

in-house price in addition to exclusive deals and sales, reward points and free

shipping and exchanges in the U.S. Benefits of joining the VIP membership

are detailed during checkout. Your only obligation as a VIP member is to visit

the site between the [redacted] and [redacted] of each month, then decide if you want

to shop an item or skip that given month. Customers may skip an unlimited

amount of months (consecutive or not).

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 Adore Me.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.

VIP members may enroll in our Payment

Vacation program,

where they grow familiar with the perks of membership over a period of three

months, but do not need to visit the site and shop or skip each month. They

enjoy all the benefits, obligation-free, and will receive an email notification

towards the end of the vacation indicating their Payment Vacation is ending.

Customers will automatically rejoin the active membership after this period.

To enroll in the payment vacation program, please contact our customer service 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:

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.

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 have not received any emails. The email address you were sending emails to was shortly disconnected due to moving out of the area and changing providers. You should have received an failure to deliver notice and contacted me alternatively. It wasn't until I looked at my bank statement that I knew there were funds taken out by AdoreMe. If I had known about the monthly subscription, I would have cancelled it within that month.

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.

I looked into the

customer’s case, and see that they have since reached us and been unsubscribed

as of 5/*/2014 as well as refunded in the amount of $39.95 for the month of

June.

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

and was charged on 03/**/2014, 04/**//2014, 05/**/2014 but contacted us on 05/*/2014

and was refunded and unsubscribed at the time she called. As previously stated this

customer has been refunded and, unsubscribed from the VIP Membership.

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,

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 will send my complaint to claims as well.

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

Sincerely,

Review: I'm sure this is one of the 50+ billing issues submitted over the last 12 months...

On ** December, I ordered a product on the AdoreMe website using the "one-time only" purchase link. Shortly thereafter, I received an e-mail notifying me that I had been enrolled in a VIP membership program. On ** January, I received an e-mail stating that my credit card had been charged a monthly fee of $39.95. When I called customer service that day, they insisted that I had used a VIP (recurring monthly charge) membership program link and couldn't cancel without incurring a charge. Instead, they refunded my $39.95 and offered to put me on a charge-free payment vacation for 45 days and advised that I could cancel anytime after that period, no hassle.

I called to cancel this afternoon. After waiting on hold for 30 minutes, I spoke with a customer service agent who insisted that there's no way to cancel until * May. When I asked to speak with a [redacted], I was told that no one can resolve the issue.Desired Settlement: All I want is to cancel my VIP account with AdoreMe and to never receive a bill from them again.

Consumer

Response:

I have spoken directly with the [redacted] of AdoreMe, [redacted], and he has personally resolved my issue.

Best,

Confusing instructions and terms. Hard to use app. Clothing is not high quality and does not fit well. Frustrated that they charged monthly without ability of refund. Each time you return something they take a $6.95 fee but claim free exchanges and shipping along with a free membership that really costs you $39 a month. More of a scam. Unfortunate to have businesses like this.