Adore Me, Inc.

Company keeps fraudulently charging us, customer service is of no help has claimed a manger would call us back for weeks now. Impossible to contact someone high up in company. Calling bank soon about fraudulent charges.

Review: Adore Me Lingerie automatically signed me up for a VIP Membership without clear instructions when I made a single, one-time purchase on [redacted]. I was unaware of the fact they would automatically withdrawal $39.99 from my account monthly if I did not make a purchase. When I received an email asking me to skip the month or be charged, I went to my account to try to skip the month. It said I had already purchased and wouldn't need to. I promptly called the company and left a message requesting to be contacted and left my phone number after being on hold for 30 minutes. I was told by an automated system that I would be contacted within one to three business days. Its been about two weeks and I still haven't heard anything from the business. The only way to cancel a membership "due to security reasons" is over the phone. Still haven't heard from them. I received and email stating they had taken money out of my account, without my permission and without giving me the option to skip the month. My original purchase, the intended one-time purchase, was $7.95, and now they are withdrawing $39.95 a month if I don't make a $39.99 purchase before the [redacted] of the month. They won't answer the phone, they won't cancel my account, they won't respond to emails. This site is essentially stealing money from me. I was given the option to refund my "credit," which I promptly clicked on the link and went through the steps to get the money back, and I was told it would take 1-3 days. There is no confirmation of receipt of my request, which doesn't seem legal, and I would really like for the company to stop taking my money!Desired Settlement: I want my money back and for the company to take the steps to make it more apparent that they automatically are signing people up for a membership if they miss the check-box that says "one time purchase." I live in [redacted], so calling [redacted] is not exactly an easy thing for me to do. By the time it is a decent hour here, they are halfway through their day. They need to have more people answering their phones as well. Being on hold this long is ridiculous. As I am writing this, I am on the phone with them. I've been on hold for 20 minutes already. I want all of my information removed from this site. I don't want to risk them charging me again.

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.The business deleted my "membership" and refunded me the money they withdrew from my account.

Sincerely,

Review: I bought an item and when processing the purchase subscribed to their website. I was unaware that in subscribing I was authorizing them to charge my credit card $39.95 every month to build up credit with their store. When I realized what was happening (3 months later) and called to have them refund my money I was told they had a 30-day limitation on refunds, so they would only refund $39.95 of the 119.85 charged to me.Desired Settlement: I would like to be permanently removed from their customer list and refunded all them money they charged to my credit card over & above my initial 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 unsubscribed

as of 6/**/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 April

and was charged on 04/**/2014, 05/[redacted]/2014 and, 06/**/2014 but contacted us on

06/**/2014 and was refunded. As previously stated she has been 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: 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: The company subscribed me into their VIP membership that has a monthly fee without my knowledge or agreement. When I called the customer service hotline to try to cancel the subscription, they refused to cancel it so I'm forced to be charged the monthly fee. The customer service rep told me that I have a 'mandatory' 10 day trial period. I shouldn't be forced to pay for a subscription I didn't agree to. I've read numerous online reviews about other customers being signed up for the subscription without knowing and being forced to stay with subscription. This is completely unethical.Desired Settlement: Please have retail site cancel my membership immediately.

Business

Response:

[redacted]

Thursday, May **, 2014

Dear Revdex.com,

Thank you for contacting us. this is a response to complaint ID [redacted]

I looked into this customers account with the E-Mail provided ([redacted]) and this account is inactive. There as never an order placed nor was this person subscribed for that reason. This customer will not be charged.

If there is anything else that we can assist this customer with, please let us know.

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 enrolled in Adore Me's "VIP program". With this I paid approximately $30 a month and was able to purchase online items with free shipping and returns. This seemed like a good enough deal as they advertised I could "cancel at anytime". Well, after a few purchases I realized that this was not something worth spending my money on and decided to cancel. As they are an online company I went online to cancel my subscription. I could not find anyway to contact the company. I finally found something that said I wasn't able to cancel online and I had to call during THEIR business hours (EST) and I work and live in California making this more difficult. I put it on my reminder list and swore I emailed them saying please take me off several months ago because it was past their hours of operation. I don't think I ever received an email back. Then several days ago I went on their website and it said I had an almost $200 credit! Apparently because I wasn't able to contact them to their liking I was still being charged. I couldn't believe it but I took responsibility as this was their protocol and I didn't remember actually ever speaking to someone on the phone. So I decided I'd use up my $200 credit and then contact them to cancel. I made a purchase on April ** and then, of course since it was past their business hours my only choice was to email them saying I was rather disappointed in the charges to my account, informed them that I had now spent this "credit" that they had taken from my credit card monthly and wanted out of their subscription and to stop taking money off of my credit card.

The response email I recieved was this:

"[redacted] replied:

Hello [redacted],

Thank you for contacting us.

We are very sorry to hear you wish to unsubscribe!

For security reasons, you must call our customer service team at ###-###-#### Monday - Friday from 8:30AM - 8:30PM (EST) to unsubscribe from the VIP Membership."

I think that it is ridiculous that an online company who will gladly take my credit card information (and readily with even options for "add another credit card" on their website) is now telling me that my contacting them is not enough and I have to contact them by phone. Well, instead of just getting really mad I decided to try and meet their expectations even though I thought they were absurd. Well, I called them just now during their business orders and said in plain terms that I wanted to cancel I was told to my shock that I could NOT cancel. When I asked why they told me that I had an order being shipped to my house ( I spent the $200 credit they had taken from me in order to zero out my balance so I could close my account). So I told them I was unhappy about this but that if my account remained open until my item was shipped that was fine just to please close it as soon as the shipment happens. I was told that they would not do this, not only would they not take my request to close my account right now they would not close my account until I had RECEIVED my shipment at which point I had to take further action to call them again during their business hours wait on hold like I had done again and talk to a representative again to cancel my subscription. I told them on the phone I was very disappointed and that this was unacceptable to me. I also wrote a follow up email outlining what specifically it was that was disappointing and wrong in the way that they have handled my business. I included in the email to them that I would be contacting the Revdex.com if this issue wasn't resolved despite my voicing such concern to them.

I think that this is ridiculous I have made my complaint, I have made it known that I was unsatisfied with their company and I wanted out of their membership and they no longer had the right to charge me further subscription as it is a "month to month" membership and my request to unsubscribe is going unnoticed until I call them again when this package arrives at my door and call their office before it closes for the day.Desired Settlement: I would have been happy to cancel my subscription having spent the $200 balance I had with them. But since this has caused me considerable time and effort to cancel this supposed month to month charge I no longer want their product at all.

I want out of their subscription and a full refund for the purchases I made most recently. If that's not possible I just want out of their subscription so that they will not continue charging me for subsequent months. I just want to end this charge as I don't want to do business with their company any longer. It's not customer service if I have to keep jumping through their hoops and calling them in their time frame to get out of this. Please help me get out of this monthly charge. After all, I signed up for a month to month membership and should be able to cancel without this hassle. Thank you so much for your time and attention.

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.

They did respond via email telling me if I called again I could unsubscribe and it must have been a misunderstanding. After calling again they did inform me I would be removed from their subscription. I will notify you if I am charged further by their company as they no longer have grounds to make charges to my credit card and have agreed to stop.

Sincerely,

Review: In April 2014 the company agreed to refund me $39.95 and cancel my account. Neither was done. In May 2014 I received another charge for $39.95 and my account has still not been closed. . I once again called to have both ther $39.95 and the account closed. I am seeking closure of my account and a full refund of $79.90 from this company.Desired Settlement: I would like a full refund of $79.90 credited to my American Express account ASAP.

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 been unsubscribed as well as refunded

as of 5/*/2014 Please allow 1 – 3 business days for the refund to show up in your

account.

This customer must be

willing to contact the claims department for further assistance (see info

below).

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 April

& May 2014.

Best regards,

This company is a total joke. I was charged to a VIP membership that I never signed up for. They did refund my money, however I never received the product that I ordered. I tracked the item through the post office, the label was created on their end, however the product never left their warehouse. [redacted]efuses to refund me the 69.40 I have paid for a product I never received. I was offered vouchers to order something else from the website, I do not want the vouchers, I want my money back. No one seems to be able to help me. I am getting excuses from Mike in customer service and I have not been able to get anywhere with them.

Review: I ordered a bra and underwear set from this company and when I took the bra out of the package I could tell just by looking at it that it was too small. Prior to resealing the package I checked the items to make sure everything was there and clean and it was. After the company received the set for exchange they sent me an email stating that the items weren't sanitary and they would not accept them for my exchange and that I would be charged for the second bra I received which is $49.95 plus an extra $8 shipping to get the first bra back. I personally looked at the items prior to shipment because I was aware of this policy and they were in the same condition as when I received them. It's not possible for them to be unsanitary if I didn't even put them on!Desired Settlement: I want them to accept the exchange and not charge my card for the exchange set I was sent.

Business

Response:

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 may have caused. We are currently investigating on the situation and why we are experiencing a lot of RMA rejections. For now, please call us at our customer care line at ###-###-#### and any one of our adorable representatives will be more than happy to assist you on this matter.

Kind regards,

Review: To begin with, Adore Me has an exceptionally questionable method of inducting members into the VIP membership without providing full information.

When I called Adore Me on Friday, I asked to be opted out of membership and to be refunded for February. The company instead put me on "membership vacation," and has provided no refund. y emails since have gone un-returned, and I have not been able to reach them by phone.

I will be disputing the charge with my credit card company.Desired Settlement: I would like a full refund for February, if not December and January, to be deposited into my bank account. Additionally, I would like my VIP membership cancelled immediately.

Business

Response:

AdoreMe, Inc

The Revdex.com, New York

Monday, February [redacted], 2013

Dear RevDex.com,

This is in reply to the

complaint ID [redacted].

Thank you so much for

contacting us.

I looked into this

customer’s account to see that they were refunded their full amount in store

credit on the day they called (2/**/2014). This customer must call our hotline if

they wish to be unsubscribed from our membership after their payment vacation

is over in May at [redacted]. We are open from 8:30AM – 8:30PM EST time,

Monday – Friday.

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.

E-mails regarding

membership sent to the customer in question (as seen in image #2):

This customer did not make a purchase or skip

the month in December 2014, January 2014, and February 2014, and was charged on

12/**/2014, 1/**/2014, and 2/**/2014 but refunded on 2/**/2014.

Best regards,[redacted]

Review: I ordered a product online in September. Paid for it and received it. Today when I checked my bank account I noticed an unauthorized additional charge of $39.95. I believe that this company is unethically charging customers each month. I attempted to "unsubscribe" on their website, and there is no way to do that. I tried leaving a voice mail at ###-###-#### (the number associated with the charge according to my online bank statement) and got a recording that the voice mailbox was full. I wrote the following email which was attached to their online link as "help" and it bounced back as undeliverable:

To the client services department:

I was shocked and surprised to find an automatic charge to my bank account for $39.95 on Tuesday, November [redacted]. I had no idea that purchasing something from your site would obligate me in this fashion, and I intend to file a complaint with the Revdex.com.

I expect a FULL REFUND and no further charges effective immediately. I also officially UNSUBSCRIBE from your list. Please do not force me to take further action. I expect a response to this email by close of day 11.**.2013Desired Settlement: I would like the $39.95 credited back to my account and I want proof that there will be no further charges to my bank debit card as well as an "unsubscribe" from their email list.

Business

Response:

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 by a representative by the name of [redacted].

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 11/**/2013, but contacted us on 11/**/2013 and was

unsubscribed.

Best regards,

Do not buy from this site. They hide the fact that you agree to a monthly fee and make it difficult to cancel it. We will also file with the [redacted]. This is exactly whaat that entity should be focused on.

Review: Requested to cancel account online because a representative said I cant call to request cancellation and I have to go online. Went online to cancel account. Months later I checked junk mail inbox and they have charged $

When I called again the representative said she cant refund and I can go online to close account again but wouldn't give me confirmation they will actually close account and stop charging my card.Desired Settlement: refund what they have taken and close my account as originally requested

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 placed an order with this company only to later get an email that I joined VIP services and would be charged a monthly fee, which was not made clear. I have called repeatedly to cancel the subscription. Each time I have waited at least half an hour and told I had to wait until the order was processed, then once that happened and I called back I was told I could cancel once it was delivered. I still have not be able to cancel this bio subscription with the monthly charge. This company is very deceptive and very difficult to talk to. My last call I asked for the supervisor, waited twenty more minutes and they disconnected me.Desired Settlement: I want them to cancel my vip subscription, stop any monthly charges and credit and monthly charge they have already processed.

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: This company has a "VIP membership" that is a complete scam, and they take 39.95 out of your bank account every month without your consent. There are two options at checkout, a one time purchase and the membership. Yes, the customers should read the fine print, but at the payment point it is so vague and misleading. They offer you two separate prices (with the membership price being lower), and of course everyone is going to choose the cheaper option especially when it says there is "no membership fee!" I was under the understanding that the "membership" was just email offers and benefits stuff like that. But no, if you don't get on between the[redacted] and [redacted] of the month and "pass", the company goes right ahead and takes the money out of your account. I got married on the[redacted] of this month and was on my honeymoon through the[redacted], so there was no way for me to get on and pass. I had no idea I even had to, that's how vague this "membership" was. This company makes their money on the oversights of customers. What I intended to be a one time purchase is costing me 40 a month. I have called the company multiple times with no answer. I have also written an email with no answer so far.Desired Settlement: I would like the 39.95 credit to be refunded to my card, my "VIP membership" cancelled, my card taken off file, and to never be charged for the membership again.

Business

Response:

AdoreMe, Inc[redacted]Phone:[redacted] The Revdex.com, New York[redacted], November [redacted], 2014 This is in reply to the complaint ID [redacted].Thank you so much for contacting us.First of all, we would like to apologize for any delay in response time from our customer service team.Regarding the subscription program, it is not our intention to mislead customers. I have attached a screen shot of the shopping cart with the two payment options (as seen in image #1). Customers just need to click on the „What do I need to do as a VIP?” button and they receive the information regarding the VIP membership (as seen in image #2). Emails regarding membership sent to the customer in question can be seen attached in image# 3. Unfortunately it appears that the customer did not open these emails.Upon further investigation we see that the customer contacted us on November[redacted]. We confirm that the customer was unsubscribed from the membership and the $39,95 store credit was refunded to the customer’s account. (as seen in image #4).If there are further comments questions or concerns, please let us know. Best regards, [redacted]Phone: [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: I placed an order around midnight of 6/**/2014-6/**/2014. After placing the order I decided to do some research on the company I just ordered from and saw a plethora of complaints from other customers. They said that they were signed up for VIP membership without knowing and being a VIP member means that there will be a monthly charge of $40 for products. When I ordered, the promotion was "get your first set for $24.95." It said nothing about having to become a member and I was never asked to become one. I also never accepted any terms and conditions. As soon as my bank opened at 9am I went to go cancel the payment but the company had already processed it. I called them in front of my banker and the customer service rep kept telling me "unfortunately we cannot cancel the order as it was already processed." She kept telling me she couldn't cancel my order or my membership; she said to cancel membership I would have to wait 10 days and call back. I asked to speak with her supervisor. Her supervisor told me all of the same things. They are extremely rude and unhelpful. They do not care about their customers or their problems. Everyone else on the forums on google said the same thing. The all said that they were mistreated by the customer service and their problems were not resolved. My banker heard all of the conversation. We decided that my best plan of action would to be to cancel my debit card. So now, thanks to Adore me's lackluster customer support, I've had to cancel my card and am very inconvenienced. This company should not be in business. They are scam artists and do not care about the people who are giving them their money. They need to be shut down immediately. Their terms and conditions and policies are completely ridiculous. Also, they say that they offer a "pay as you go" option instead of becoming a member, but they don't. I was never prompted to choose an option. I would have chosen pay as you go if an option was offered to me. You can't even view their products on the website unless you make an account.Desired Settlement: I want to have my $24.95 refunded and my account with them completely canceled. They have no way of billing me further now that my card is canceled, but I want my account COMPLETELY canceled. I do not want the product. I just want the order canceled and my money 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 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 an order on 06/**/2014. Unfortunately

this customer contacted us past the time frame we are able to cancel orders.

For more information about canceling orders feel

free to refer to our terms and conditions:

Except as permitted in the paragraph above, you may not

reproduce, distribute, display, sell, lease, transmit, create derivative works

from, translate, modify, reverse-engineer, disassemble, decompile or otherwise

exploit this Site or any portion of it unless expressly permitted by Adore

Me.com in writing. You may not make any commercial use of any of the

information provided on the Site or make any use of the Site for the benefit of

another business unless explicitly permitted by Adore Me.com in advance and in

writing. Adore Me.com reserves

the right to refuse service, terminate accounts, and/or cancel orders at its

discretion, including, without limitation, if Adore Me.com believes that client

conduct violates applicable law or is harmful to Adore Me's interests.

Please also refer to our USE OF THE WEBSITE 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:

[Your Answer Here]

I have not been unsubscribed. When I called they refused to unsubscribe me until 10 days past my order date. I had to cancel my debit card for this issue. And there was not an option to pay as you go.

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 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 placed an order on 06/**/2014. Unfortunately this customer

contacted us past the time frame we are able to cancel orders. As previously

stated this customer was unsubscribed (as seen in image #3):

For more information about canceling orders feel

free to refer to our terms and conditions:

Except as permitted in the paragraph above, you may not

reproduce, distribute, display, sell, lease, transmit, create derivative works

from, translate, modify, reverse-engineer, disassemble, decompile or otherwise

exploit this Site or any portion of it unless expressly permitted by Adore

Me.com in writing. You may not make any commercial use of any of the

information provided on the Site or make any use of the Site for the benefit of

another business unless explicitly permitted by Adore Me.com in advance and in

writing. Adore Me.com

reserves the right to refuse service, terminate accounts, and/or cancel orders

at its discretion, including, without limitation, if Adore Me.com believes that

client conduct violates applicable law or is harmful to Adore Me's interests.

Please also refer to our USE OF THE WEBSITE section, for additional

details.

Best regards,

Review: Adore Me advertises that VIP members get one free set every 5 sets purchased. The page that shows this advertisement is here: [redacted] . As a VIP member I expected to receive this deal, but after ordering 7 sets I still have not received a free set. I contacted their customer service and they told me that only full price sets apply to this deal, but nowhere on the page does it say that. I asked her to show me where it was stated, and she showed me that you have to roll over a question mark on an entirely separate page (my showroom) to see a pop up that states this restriction. Since I was shopping from a separate section of the website, not my showroom, I never came in contact with that information and there are no asterisks or indications on the get one free page that indicate that there are restrictions. Customer service was not able to resolve this issue for me. I should by now have received a free set and be 2 sets toward my next free set.Desired Settlement: I would like to have my account adjusted to receive a credit for my free set and show that I am 2 sets toward a second free set. Now that I know about this restriction, I will understand that in the future I must purchase a full price set to receive credit towards my free set.

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 this customer’s

case, and see that they have made purchases on sale items that don’t apply for

this offer.

We are not trying by any

means to mislead customers into purchasing items.

I have attached below a

screen shot of our terms and conditions where it states that sale items do not

apply for this offer. (as seen in image #1):

We do apologize about any misunderstanding. As a onetime courtesy we will

offer you 350 reward points that will reflect in your account and, a $10 store

credit that can be used towards any purchase on our website.

Reward points and store credit for customer’s in question (as seen in image #2):

The customer’s account was added store credit,

as well as reward points towards her free set as previously stated.

For further information about reward point please

refer to our terms and conditions:

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:

[Your Answer Here]

I am not disputing that the fine print that they forwarded to you does say that sale items do not apply to the buy 5 get 1 free benefit that is a part of being a VIP member. What I am saying is that I would never have organically come across that information in shopping from the buy 5 get 1 free page. The information is not on that page, nor is there any disclaimer on the sale pages that would indicate that the sale items do not apply to the buy 5 get 1 free membership benefit.

I appreciate the good faith effort they made in applying points towards my free set and the 10 dollar credit, but it's not enough. Even if we ignore the fact that after buying 7 sets I would have earned a free set already and be half way on my way to earning a second. Just based on dollars spent I would have earned enough points to be at 4 towards my buy 5 get 1 free benefit. My first set was credited appropriately. I then bought 6 more sets on their semi-annual sale on a bogo deal. The dollars and cents would add up to having earned 3 sets worth of credit. The 350 points (I don't know why they're putting it this way as a points number is never listed anywhere on the site, it's always referred to in sets) only amounts to credit for 1 set.

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 this customer’s

case, and see that they have made purchases on sale items that don’t apply for

this offer.

Unfortunately we are

not able to amend out company policy, due to misconception. We have this

information clearly stated on the website, as well as in the email

advertisements. To ensure all members are aware, it is also stated again upon

the first page of check out

as displayed below, that promotional offers may

not be combined (as seen in image #1):

This does include any BOGO (Buy One Get One), Final Sale Items or Discounts valuing over

$5.00.

As a onetime courtesy

due to the misunderstanding we have gifted her with 350 membership loyalty

reward points as well as $10.00 in store credit. Unfortunately we are not able

to offer a free set or any additional reward points at this time. The

customer is more than welcome to earn membership loyalty reward points by

making full price purchases going forward.

Reward points and store credit for customer in question (as seen in image #2):

The customer’s account was added store credit,

as well as reward points towards her free set as previously stated.

For further information about reward point please

refer to our terms and conditions:

Best regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. I still feel that the information in question was hidden far from the actual promotional advertisements, but I can see that the company has no intention of making it right or adjusting their advertising. I don't intend to argue any further with them.

Sincerely,

Review: On February [redacted] I initiated a return because the item was too small. I shipped it back on February [redacted] and a full two weeks later I finally received an email that said my return was rejected because it was not new and unworn. I knew this was incorrect because I never put the bottoms on and only had the top on for maybe one minute. I called immediately, spoke with [redacted] and was told that there was some sort of system error that notified every single person with a return that their items were rejected, even if they were not. She took my name and email and assured me they would email me within 24 hours with instructions on how to proceed. She also assured me I would not be “punished” for this and my return would be accepted. Later that same night I replied to the rejection email after realizing that I had given the customer service rep an email address which was different from my account email address. I requested a reply, as the customer service rep stated there would be, but never received any reply.

On March [redacted] I called customer service once again - a month after my return was sent - and requested an update on the situation. That customer service rep assured me they were aware of the issues, were working through it and that it would be resolved in two weeks or less. She also assured me that I would receive a phone call or email regarding the resolution. Two weeks later I still had not heard a word from them and there were no notices, refunds or credits to my account.

On April [redacted] I sent yet another email to customer service explaining the entire situation as well as my frustration with never being contacted and requested a resolution within 7 business days. I also provided my updated credit card information for the refund since my bank changed card providers. Adoreme was able to charge a pre-auth to my card (which was refunded) but still never acknowledged my emails. It has now been two months since I tried to return this item. I have called twice and emailed three times and no one has ever responded to my emails or provided me with a valid resolution over the phone. It is ridiculous to offer free exchanges and "EASY returns" when all they do is mess up the return and then avoid you for 2 whole months. No one has any answers and I feel like I am being avoided so they don’t have to admit to their screw up and refund my money.Desired Settlement: I would like my $49.95 refunded immediately with no fees (as I've waited TWO MONTHS for any sort of assistance) and I would like my account cancelled immediately.

Business

Response:

[redacted]

Tuesday, April [redacted], 2014

Dear RevDex.com,

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

Thank you so much for contacting us.

The order #[redacted] was paid with $39.95 in store credit and $10 in cash. In this case we would usually only refund the $10 paid in cash but seeing as this customer waited a long time for a response, we have set them a coupon to redeem a free set at any time (via E-Mail).

We apologize for any inconvenience that this may have caused.

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 such email with a coupon for a free set as the company claims to have sent. At this point I do not want any more merchandise from them because I feel as though they have stolen my money, stolen my merchandise and ignored me completely for over 2 months. Please refund all $50 for this terrible experience with Adoreme.com.

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

Sincerely,

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:

Clearly my last rejection email was not read. I HAVE NEVER RECEIVED AN EMAIL WITH ANY CODE FOR A "FREE SET" from Adore Me. Please take a moment to look up the code you claimed to have emailed to me and see that it has never been used. I have received ZERO emails from Adore Me to the email address on my account, which I check daily. Since the company hasn't taken the time to research my account and WHY I am so upset, I have compiled my entire DETAILED account history with screen shots of all charges and emails sent and received. Please review this entire document.

I will not accept a “free set” worth $39.95 because it is not an even or comparable resolution. I believe it is only fair for you to refund the entire $49.95 I HAVE ALREADY PAID YOU. If you can easily take money out of my account every month, then you can easily return it for all the trouble you have caused me and all the time you have wasted.

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

Sincerely,

Business

Response:

[redacted]

Tuesday, May [redacted], 2014

Dear RevDex.com,

This is in reply to the

complaint ID [redacted].

Thank you so much for

contacting us.

This customer placed an order with us on

February [redacted] that was worth $10. The order was placed with an

exchange code worth $49.95 with an additional amount in store credit of

$29.95., therefore only $10 was used to place this order. We are unable to

refund he amount disputed of $49.95.

The most that we could do would be to issue a

code for a free set. We have sent the code again to make sure it has been received

to the customer.

Best regards,

Review: I cancelled my membership with this online retailer in July 2013 because of my disappointment of the quality of their product. When closing my VIP account on the phone, I was informed I would also lose my "buy 5 get one free" status and I had remaining account credit they could not refund. In attempt to spend that credit, my account was "re-activated" when placing an order.

I phoned in August to report 1) I had never received my last order and 2) was charged for membership even though I cancelled in July. The CSR told me they would issue a report to UPS of a missing shipment and credit my account and explained why my VIP membership renewed because of the most recent order.

After calling a third time for September's unauthorized charges, I asked if they had followed up with the missing order with UPS/USPS. I was told that it was now my responsibility to follow up with UPS as they had shipped the product. I asked that my credit card be removed from their database and was issued a credit for the unauthorized charges.

As of December [redacted], I have had 5 consecutive months of unauthorized charges for a membership I cancelled in July. Each month I call for a credit, a renewed cancellation, and ask my credit card information and my membership be removed wholly from their database.

This issue has still not been resolved.Desired Settlement: 1) I would like a refund of December's charges.

2) A full refund for the $100 store credit.

3) A permanent closing of my account and deletion of my credit card information.

4) Accountability for the disgraceful and unethical customer service and policy at this company.

Business

Response:

Review: I have two different bank accounts, Wells Fargo and Ally Bank. I am a college student and have to pay rent on my own. I use my Ally account because I receive free checks, so I transfer money from my Wells Fargo Bank (I receive my VA deposits) and transfer it to my Ally account. Meaning, I only log into my Ally account once a month, to make sure my money has transferred. I ONLY use my ally bank card when I absolutely can't find my debit/credit card with wells Fargo, so I never go through my Ally transactions since I never use it. However, in October 2013 I bought a outfit off Adore Me 's website and it was only 19.95 (as it said on the ad on [redacted]) so I signed up to order a costume. I did that, and I only logged back in one time to check the status of my order. Yesterday, I was logged into my ally account to check my transfer status and I saw that Adore Me had taken out 39.95 and my account only had 5.45 in it. I stared at my computer trying to figure out what Adore me even was and then realized that I purchased something from them five months ago. So I immediately call them and sit on the phone for 15 minutes before I finally speak to someone and I explain to her that I was confused at to why they had taken 39.95 out of my account..She tells me that they have taken out 199 altogether and "unfortunately" would only be able to refund me back the month of March. I explained to her that I only purchased one thing, maybe there was a mistake because they can check to see that I have only logged into that account a couple times and the last time was in October after I made my purchase. She kept telling me there was nothing I could do, because the information was on the website about how their "VIP" works. She also said that I received a email every time they taken money out of my account, I only have an email from them from November and January, which I have JUST now seen because they're in my junk mail. Her name was [redacted] and she was a [redacted] woman, I insisted on speaking to a manager and she told me the manager could call me but there was no one I could speak to at the moment. She emailed me a Claims department letter that I needed to send to New York and wait for a response, so I called back a hour later, only to speak to the same woman who told me there wasn't a number you could call for claims. So I called my bank and had my debit card suspended since it had been compromised. I called back three hours later, to wait for 20 minutes this time and it was a Hispanic woman who picked up, with the same name "[redacted]" who wouldn't give me a last name. She said the same thing as the woman earlier, that I couldn't be refunded any of my money because it was after 30 days. I explained to her, again, that Ally isn't my primary account I do not check it regularly and that I made that purchase back in October with no intent of ever logging back into the account and really just wanted my money back. She just got really rude and told me to get over it, it was past 30 days. I told her I felt scammed because the VIP membership was never explained and even if if had been, I never logged back in!! Apparently, managers are only in between the [redacted] and couldn't speak with customers. Since then, I have read several reviews where people have been having the same problem with the VIP membership that takes 40$ out of your account, without permission.Desired Settlement: I would really just like my money back. I am partly responsible, since I didn't notice them taking the money out of my account, however it isn't my primary account. As a business I think a customer is very important and they should look at the fact that I hadn't logged back into the account since I made the first and only AUTHORIZED transaction.

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 have been unsubscribed as of 4/**/2014 and

will not be charged unless they decide to make a purchase.

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.

E-Mail’s sent to this

customer can be seen in the image provided (image #2):

This customer is no

longer a member and will not be charged any further. Please contact our claims

department for further assistance to receive any remaining store credit.

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 [redacted], will

not be partially refunded for sets not received. The only way to receive a

refund for orders placed with a [redacted], is to return the entire order.

Best

regards,

Review: I ordered a ba and panty set in Demember 2013 form Adore Me. They sent the wrong set. I asked for an RMA and returned the set for exchange. I never received the exchange and the company will not respond to my request for explanation. They did not refund my money, either. I would like the set I originally ordered and asked for in exchange for the wrong one sent to me by the company. Their web site states that the exchange was completed but it never was. See below:

Exchange #[redacted]Questions? Contact Us

Request Complete

View Return History

Item Description Price Quantity Reason

Geraldine Add 2 Cups Geraldine Add 2 Cups

BRA SIZE: 34B

PANTY SIZE: Thong S

$49.95 1 Other: You sent me ENTIRELY the wrong items! The bra and panties you sent are NOT the ones pictured here that I ordered. I am growing more and more disgusted with your company. Please send the right bra and panties IMMEDIATELY then CANCEL my account. Thank you. Exchange Summary

The warehouse has received and processed your package—this request is complete. Thank you for choosing Adore Me!

Exchange History

Exchange Started: Dec **, 2013

Request Complete: Dec **, 2013Desired Settlement: I would like to receive the items I originally ordered and paid for.

Business

Response:

[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 indeed

requested an RMA for order # [redacted]. Moreover, we

have contacted the customer on 12/**/13, confirming that the RMA

was approved and offering the exchange code that the customer needs to use to

place an order to replace the exchanged one at no extra cost (See: image 1)

The exchange code can also be found in

the customer’s account, under the Exchanges/Returns tab. All the customer needs to do is apply the exchange code in the promo code box, after adding the desired product to cart.

We apologize for the inconvenience this confusion may have caused.

Best regards,[redacted]

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:

[Your Answer Here] I RETURNED the items using the RMA label they sent to me. I have confirmation that they received the items, and it even states on their web site that the return was received. However, they have made no attempt to send the correct items in their place.

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

Sincerely,

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