Adore Me, Inc.

Review: During the checkout process, the company automatically signs you up for a "VIP membership", which claims to have no monthly obligation or fee. They charge you $39.95 per month, which is not stated unless you click on a separate link. They say there is no "fee" because the $39.95 you are charged monthly is actually store credit and this is how they get around saying there is no monthly fee. It is unfair and sly business practice. When you call to inquire about the monthly charges, they state that "you should have known to switch to the 'pay as you go' option instead of the VIP membership", which again, is the default setting. There was no email verification process, and they did not have the correct email for my account, so I was not receiving their monthly emails regarding the VIP membership. They did NOT refund me may money, so basically I am now forced to spend an extra $119.85 at their business because I unknowingly signed up for a VIP membership. If I cancel my membership without spending the store credit, they don't allow me to spend all the money they have unknowingly taken from me, and only let me spend the store credit on 1 item instead of 3 (most items cost 49.99).Desired Settlement: A refund of the $119.85 that was unknowingly charged to my bank account, and a recommendation to the company that the "VIP membership" option NOT be the default selection during checkout.

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: Upon making one single purchase in March 2014 I paid $24.95 for a bra/underwear set. Since that purchase I hadn't visited the site. At the time of my purchase I was unaware I was signing up to have an automatic withdrawal from my account on the [redacted] of every month of $39.95. This knowledge was just brought to my attention and it needs to be rectified. To date my "account" on adoreme.com has $319.60 worth of "credits". As stated on their website I can only have a refund of the last charge within 30 days. This would leave a LARGE amount remaining on the account which I would then be forced to use on their products. I do not need or want any of their products.Desired Settlement: I need the full amount credited to my account of $319.60 returned to my bank account from which it was taken without my knowledge or consent.

Business

Response:

[redacted]

[redacted] This is in reply to complaint #[redacted].In regards to the membership, we would like to explain how it works. Customers who select the VIP Membership option during checkout are sent a membership confirmationemail and reminder emails before the [redacted] reminding them to either skip the month or make a purchase. VIP members who do not shop or skip the [redacted] day of each month (11:59:59 p.m. EST), will be charged $39.95 and will receive the same amount in store credit. Members may redeem this credit on AdoreMe.com at any time. VIP members who do skip the month (before the [redacted] day 11:59:59 p.m. EST) may change their minds and are free to shop any item in their showroom throughout the month. Please note this is an automatic billing, and members who do not participate in the active membership may accumulate store credits. Credits expire 12 months after the charge. Emails regardingmembership sent to the customer in question can be seen attached in image# 1.Upon further investigation, we can confirm that the customer was unsubscribed from the membership on November [redacted] (see attached image #2) and November’s store credit of $39.95 was refunded to the customer’s bank account.Moreover, the customer contacted our Claims Department and was refunded $239.70 on November [redacted] (see attached image #3). The customer has a remaining store credit of $39.95 that they are able to use towards a new purchase. The customer needs to make sure to select the Pay As You Go Option during checkout when offered the two ways topay, should they decide going forward that they wish to make a purchase.If there are further comments questions or concerns, please let us know. Best regards, [redacted]

Consumer

Response:

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

Sincerely,

Review: Hi,

When I placed my order with this business I did so because I was led to believe (via the website) that returns are free. It distinctly states "Free shipping both ways" on the homepage. There is no asterisk or footnote indication to signify that returns have other costs besides shipping, such as a re-stocking fee. Most online clothing vendors that offer free return shipping do not charge re-stocking fees, in my experience ([redacted]) and the companies that do (best buy) always make it very explicit.

So when I decided to return the item I purchased because I was dissatisfied with its quality, the re-stocking fee of $5.95 was a complete surprise. I made the purchase with the understanding that there were NO fees involved in returning it due to the very clear "Free shipping both ways" on the site.

I feel deceived by this business and request that they take responsibility for their misleading advertising and return this fee.

Thank you,

[redacted]Desired Settlement: I believe that this business should return $5.95 to me.

Business

Response:

[redacted]

Monday, June [redacted], 2014

Dear Revdex.com,

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

Thank you so much for contacting us.

I looked into the

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

their order, [redacted] ($14.00), as well as unsubscribed on 5/**/2014.

SHIPPING, RETURNS AND EXCHANGES

Free shipping, free exchanges and easy return to and

from addresses within the U.S of any merchandise ordered through the Site or in

connection with your membership are subject to the Adore Me Shipping, Return and

Exchange Policies. Customers

with addresses outside of the U.S and are welcome to purchase alternative

shipping methods at their expense that allows tracking or insurance on the package. Please

note that Adore Me does is not responsible for packages sent without

tracking information. There is no exchange possible on any merchandise

given away for free during a promotional operation. All products returned

for a refund are subject to a $5.95 restocking fee per set, to be deducted from

the amount refunded to the card used for purchase. Returns for a credit will

not be charged the $5.95 restocking fee per set.

Replacement

of products and credits to your account for shipped merchandises claimed as not

received are subject to our investigation, which may include postal-service

notification. We will adjust your account at our discretion. Repeated claims of

undelivered merchandise may result in the cancellation your membership.

Best regards,

I was shocked to see an article today about how poorly this business operates. I thought I just had a string of nightmares related to Adore Me but it's refreshing/frightening that so many people had similar issues. This website touts the fact that you can return or exchange any item within 30 days. Did they tell you that if they didn't have your size that you're out of luck? The customer service rep told me that it was within the fine print. Really? As a marketer, working for some of the most prestigious companies in the world, this is not how a good business operates. When I attempted to cancel it was like jumping through hoops. I was required to fill out a questionnaire which further infuriated me. The sole purpose of it was for the companies benefit only. From there you had to click several buttons indicating that you no longer wanted the service. Come on already, I didn't accidentally navigate to the section of your site to cancel only for you to make it more difficult for me. I will never use this site again and I will be sure to spread the word.

This business is a SCAM. Buyer beware, I would NOT recommend doing the subscription. They try to get you to sign up for the 'payment vacation' instead of cancelling your subscription all together (skips your payment and subscription for 2 months), but they DON'T clearly tell you that when you're on payment vacation, you're unable to cancel your subscription. So once your payment vacation ends, you only have 5 days to cancel your subscription until you're charged! Also, they make you jump through multiple hoops to cancel; they make you do a survey with 4 different pages to get you to cancel your subscription. I even tried to call their customer service line to have them cancel the payment vacation and they can't even do it for you. Also, I was told by a customer service representative that they don't have managers or supervisors you can talk to. This seems like such a scam! BEWARE.

This online lingerie company has a site that looks like a normal online clothing site. What its not telling its customers is that it enrolls you into a membership; charges your credit card 39.95US each month and you don't know it. After speaking with a representative for that company she stated that at the payment screen by default monthly membership is selected. I find this to be very deceiving and sneaky. I was being charged 39.95US each month and wasn't getting anything from them. I didn't notice this until months later. They take that 39.95US and put it as a store credit, forcing you to purchase from them.....hence store credit. You are then responsible to take the time out of your busy life to go into their account every month and request to not get charged each particular month and if you forget you are being charged!!! This is not right and ridiculous. They charged me for months and months yet would only give back 30 day refund.

Review: In February of 2016 I placed one order. Somehow placing this order signed me up for a $39.95 charge every month which in turn gives me a $39.95 in store credit. I NEVER signed up for this program. I realized it in May when I couldn't understand why I had been charged for this. When I logged in, I realized they have been charging me this every month since February. I was able to cancel April and Mays and get a refund however they do not allow you to request a refund on anything older than 30 days. So, there was still a $79 credit sitting there. Clearly I wanted to cancel this scam. I followed all the online prompts to cancel. Understanding that I was just going to be stuck with the $79 credit I figured I'd just order something. However, apparently when you cancel this VIP thing they REMOVE all credits you have in your account. So they basically just stole $80 out of my bank account with no recourse. I have contacted them to request a refund. If they refuse I will be contacting my bank and filing a dispute. This kind of thing should not be legalDesired Settlement: I would like a full refund or at the very least an in store credit for the money they stole from my bank account.

Business

Response:

[redacted]

Thursday, May ** 2016This is in reply to the complaint ID #[redacted]First, we would like to apologize to the customer for any inconvenience caused.In regards to the membership, it is only one of two option offered to customers upon checkout with their first order. Customers who select the VIP Membership option during checkout are sent a membership confirmation email and reminder emails before the fifth reminding them to either skip the month or make a purchase. VIP members who do not shop or skip by the 6th day of each month (11:59:59 p.m. EST), are charged $39.95 and receive the same amount in store credit. Members may redeem this credit on AdoreMe.com at any time. VIP members who do skip the month (before the [redacted] 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.That being said, we see that the customer was able to refund $79.90 via our online helpdesk (see below) and we now confirm that the customer has been unsubscribed from the membership (see below). When unsubscribing, it is stated that all unused credits will be forfeited. Customer did have to select “I agree” to processes the un-subscription. However, we see that the $79.90 Store Credit that was forfeited was refunded via our Claims Department on May ** 2016 (see attached image 1)If there are further comments, questions or concerns, please let us know.Best regards,Sandra N[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. However, I will note that I was NOT given the option to sign up for the VIP program. It was automatically done when I failed to see the tiny little "pay as you go" box at checkout. This is the ONLY way to not automatically get signed up for their VIP program. This is NOT clear to the customer. Also, I NEVER received any emails from Adore Me reminding me to skip or cancel my membership. It was only when I noticed it coming out of my bank account that I realized something was being charged to me that I never agreed to. While this company did finally give me a refund, this is a TERRIBLE way to do business and I will never shop with them again. I actually really liked the item I received. Perhaps they should rethink their business model as I know for a fact I'm not the only one who's had this same exact experience.

Sincerely,

Review: In addition to unauthorized billing issues, I also had severe issues with the customer service. The first time I called the support line in order to remove myself from the VIP program, I was told that there would be a 3-minute wait - I actually experienced a 43-minute wait, and then was promptly hung up on once I got into contact with an associate because she could not understand what I was saying. When I called back the second time - again, promised a 3-minute wait - I was on hold for 27 minutes. The customer service representative was unhelpful; I could not be removed from the program because my last purchase was not marked in the system as shipped, despite the fact that I had already received the item and had submitted the online form to return the purchase. I was instructed that I could not be removed from the program until the systems updated, but was not given a time frame of when this would be the case. Additionally, the only way to confirm this was to call the support line, and again be placed on hold. A week later I called to confirm that I could be removed, and I was able to do so - however, I was not sent the email that I was promised confirming this removal. Each month after my "removal" I have been charged the monthly $39.95 fee - which has been rectified once by Adore Me - but I strongly feel that I should not be receiving these charges at ALL because I am no longer in the program. Three months later, I received my third incorrect monthly charge from the company, and I am getting steamed. Additionally, I keep receiving marketing emails from the company despite the numerous times that I have unsubscribed from the email lists.Desired Settlement: In addition to having all of my billing charges reconciled, and being REMOVED from this automatic billing per month because I am no longer in the VIP program - I would also like to receive a phone call from a manager with an apology for the inconveniences that I have been anticipating. Additionally, I would like an email stating that I have been removed from this program. And then I would like to be officially removed from the mailing list - I am still receiving emails despite the fact that I have unsubscribed multiple times.

Business

Response:

[redacted]

[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 between3-6 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.We would also like to apologize to the customer for the dissatisfying service they received. This is unacceptable and we assure the customer that we are going to investigate this issue and prevent it from reoccurringUpon further investigation we see that the customer has been unsubscribed on December [redacted] 2014 and December’s store credit of $39.95 was refunded (see attached image #1). The customer was also sent two confirmation emails, on the same day ( see attached image #2).Moreover, we confirm that the customer’s email address has been unsubscribed from our emailing list. Also, one of the [redacted] in our customer service team will contact the customer with an apology.If there are further comments questions or concerns, please let us know. Best regards, [redacted]

Consumer

Response:

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

Sincerely,

Review: I have tried calling their member services line multiple times only to be put on hold for long periods of time. I purchased an item on this site and was then signed up for a VIP membership that I didn't sign up to take part in, I then looked up this site to find it has scammed and charged people even after canceling their membership I have been trying to get a hold of them to cancel the membership with no luck, I do not want to be a part of the membership and don't want to be sought after when I change my card number to avoid their in store credit charges.Desired Settlement: I want them to finalize the canceling of my membership and to not charge me for anything other than the current product that is being shipped, since I did not want to become a member and they have given little options to cancel it besides calling and they won't answer. I would like an email confirmation from the store that my membership has been canceled as well as a phone call to make sure they are doing this.

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: My daughter purchased some underwear from Adore Me. Dispite several claims on the web site, of no obligation, when signing up for the VIP club, to get a discount on the underwear, she was signed up for a $39.95/month charge that I am sure was buried in the small print. Yes, I am sure she checked a box that stated she read it when she had not. When she called to cancel the VIP club in September, and again in November, she was ignored and the charges continued. The month charge was not stopped until, I got involved in December and between my calls and using the credit company, the automatic payments were stopped. Adore Me has $119.85 tied up in her account, which I would like to get refunded. I have written their claim department in early January, and again have been ignored.Desired Settlement: $119.85 credit return to Tabitha's and my credit card account.

Business

Response:

AdoreMe, Inc

The Revdex.com, New York

Wednesday, February **, 2014

Thank

you so much for contacting us.

We

are not trying by any means to force customers in a subscription program.

I

have attached a screen shot of the shopping cart with the two payment

options, as seen in image 1. Customers who select the VIP Membership option during checkout are sent

a membership confirmation email, then two reminder emails before the 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.

Most frustrating online shopping experience ever. Not only was I also automatically signed up for the VIP membership; but once you create an account and buy something - they automatically save your credit card information without your consent. Even after I was able to unsubscribe from their VIP membership, I was still not able to delete my own credit card from my account. I ended up having to call and demanded that my entire account be deleted.

I purchased one thing from them and it took my weeks to sort out the mess that it created on my credit card. Their products are also incredibly cheap. I will never ever recommend Adore Me to anyone. In fact I plan on actively telling people NOT to sign up with them. How they are still an operating business is beyond me.

Review: The advertising is false. They do not say anywhere how much the actual "memebership" costs. It says membership is free yet they charge you 40 dollars a month even if you dont make a purchase! It only says you have to skip a month. Who is in their right mind going to remember to "skip" a month by the [redacted] of every month? I know I sure won't because I have other things in life to worry about. Who in their right mind buys 12 pairs of lingerie a year? I tried unsubscribing online. It has NOTHING online that lets you unsubscribe! You have to call in I called to unsubscribe and they tell me I have to wait 10 days before I can unsubscribe from the time of the first purchase. Are you kidding me?Desired Settlement: I want to unsubscribe whenever I please and if you are an online store might as well have an unsubscribe button ONLINE as well.

Business

Response:

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 12/**/2013.

We are not trying by any means to force customers in a subscription program.

I have attached below a screen shot of the shopping cart with the two payment options (as seen in image #1

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:

Best regards,

Be careful ordering anything from this company, they automatically sign you up for their VIP program which means they charge you $39 a month automatically and will only refund it for thirty days. Buyer beware! Better off finding another place to buy.

Review: Adore Me automatically signs you up for a VIP membership which is not clearly articulated on the website. It automatically puts you into a $39.99 a month charge on your card unless you opt out. They spam you with hundreds of emails so it's completely unclear that this policy was in place. Also in order to cancel, you can't do it on the website you had to call them. I was on hold for 27 minutes before I even got through to someone.Desired Settlement: I want to be refunded for the $439.45 credit balance I have that charged for.

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 between3-6 minutes, though there is a peak in the early mornings and afternoons. Our phone lines are open Monday to Friday, from 8:30 a.m.-8:30p.m.In regards to the membership, we would like to explain how it works. We have attached a screen shot of the shopping cart with the two payment options offered to the customers at checkout (as seen in image #1).Customers who select the VIP Membership option during checkout are sent a membership confirmation email (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. The membership confirmation email was sent to the customer on 2014-01-** (as seen in image #2), and it appears that the customer did view this email.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 and was refunded January’s store credit of $39.95 (see attached image #3).In order to be eligible for a refund of store credit charged beyond 30 days, customers have the option of writing a letter or sending 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:[redacted]

[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]

Review: This company lures people in by offering deals on lingerie. When you purchase a set, you're enrolled in a monthly subscription program and they charge your card $39.95 a month! This went on for three months without my noticing until I saw a charge on my card that I never authorized. When I called the company, they said "Sorry, nothing we can do!" and made off with over $100 of my money. Six months after I unsubscribed and told them to clear my name and billing information from their database, I receive an email saying that I have been billed for the month of September. Another call, but at least this time I got my $40 back--but still NO LUCK FROM LAST YEAR! I'm a college student; this is impoverishing me. This company thrives on luring women in, then saving their credit card information and billing them without their explicit consent. A simple search on the internet reveals that my problem is not uncommon with this company.Desired Settlement: I demand a full refund.

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 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,

Review: I signed up for a "free" membership from Adore Me. Without my consent, I was automatically enrolled into a VIP Membership Program in which my bank account was charged $39.95 a month. I did not approve nor have any knowledge of these charges until seeing them on my statement.Desired Settlement: Reimbursement for all charges applied to my account

Business

Response:

[redacted]

Monday, January [redacted], 2014 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 [redacted] reminding them to either skip the month or make a purchase. The membership confirmation email was sent to the customer on 2014-**-02 (as seen in image #2). Unfortunately, it appears that the customer did not open this email.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 (see attached image #3) and the $39.95 store credit was refunded to the customer’s bank account.If there are further comments questions or concerns, please let us know. Best regards, [redacted]

Review: I was charged $39.95 on November *, after they allege that I failed to 'skip the month'. I did, in fact, skip the month of November when I arrived home from a family weekend away on Sunday, November *. I did not notice the charges until I logged on to skip the month of December, on December *. I immediately emailed the company, and did not receive any response. I emailed again, a couple of days later. When I finally received a response, it did not reference my problem at all. So, I emailed AGAIN. Someone finally acknowledged what my problem was, but said that it was past the 30 day refund window that they allow. So, basically, too bad. I informed them that my first two emails were both sent to them WITHIN that 30 day window, and that they had failed to respond. I was told that I would now have to file a claim, which can take up to 30 days to process. The general feeling I get from the representatives is that I will not be receiving my refund, which is unacceptable to me.Desired Settlement: I would like for the company to refund the money to my credit card as soon as possible, and for the company to realize that they need to have customer service representatives who can respond appropriately to customer issues, in a timely manner, without blaming timing issues on the customer after failing to respond properly.

Business

Response:

[redacted]

[redacted]This in in reply to complaint ID #[redacted]. First of all, we would like to apologize to the customer for the dissatisfying service they received. This is unacceptable and we assure the customer that we are going to investigate this issue and prevent it from reoccurring. Regarding unwanted store credit, customers are able to request a refund directly, here: [redacted], within 30 days of the charge. This is mentioned in the store credit confirmation email that customers receive. In order to be eligible for a refund of store credit charged beyond 30 days, customers have the option of writing a letter or sending an email to our Claims department. All requests sent to our Claims department are processed within a maximum of 10 days since receipt.However, we see that the customer initiated a chargeback with their bank which means that their store credit will be frozen until the case is solved (see attached image #1).If there are further comments questions or concerns, please let us know. Best regards, [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

First of all, I did request my refund within the 30 day window; my request was not granted. I have also filed a claim with the claims department and it has been WELL past 10 days; I have as yet heard NOTHING from them at all.I filed a complaint with my credit card since I was not getting anywhere with the company. I gave them MANY chances and QUITE A BIT of time to resolve the issue before taking it to the credit card company. In regards to the response that my credit is 'frozen' because of the complaint to the credit card... what does that even mean? I understand I can't use the credit; I do not WANT to use the credit. I want it refunded. Can you not refund the money because I told the credit card company you charged without my consent? That is ludicrous. How can we resolve the issue so that my money can be refunded as soon as possible. This company is the WORST I have ever dealt with in regards to customer service.

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

Sincerely,

Business

Response:

[redacted]

[redacted] Monday, March [redacted], 2015 This is in reply to the customer’s rejection of our answer to complaint #[redacted]The store credit is not due to a new charge. As we previously mentioned, the customer was unsubscribed from the membership. The credit was unfrozen, as a result of the chargeback being concluded. As the customer has been refunded by the bank, we have now removed the credit from their account.Best regards, [redacted]

Consumer

Response:

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

Sincerely,

Review: I've been dealing with bank issues because of this company for months now. They have been taking a $39.95 membership fee monthly even though I've requested to have my membership cancelled monthly. They have been making my bank account negative along with multiple overdraft fees. I plan on canceling my bank account and getting a new one because of this business. But this company needs to refund me my money as soon as they receive my complaint. I will never be shopping with this business again and I will never refer anyone to them either.Desired Settlement: I want my money refunded onto my debit card immediately.

Business

Response:

[redacted]

Dear RevDex.com,

This is in reply to the

complaint ID [redacted].

Thank you so much for

contacting us.

I looked into the

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

as of 7/*/2014 and also refunded for the month of July.

We are not trying by any

means to force customers in a subscription program.

I have attached below a

screen shot of the shopping cart with the two payment options (as seen in image

#1):

Customers who select the VIP Membership option during checkout are sent

a membership confirmation email, then two reminder emails before the [redacted]

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

neither before the [redacted] are charged $39.95, which turns to store credit

available for their use at any time.

Emails regarding membership sent to the customer in question (as seen in image

#2):

The customer did not skip or make a purchase in April

and was charged on 04/**//2014, 05/**/2014, 6/*/2014, and 7/*/2014 but

contacted us on 7/*/2014 and was refunded for the month of June. This customer

has already been refunded and also unsubscribed as previously stated.

Best regards,

Review: I will describe a bad experience and request I had with Adore Me. Please let meknow if there is anything you could do to help me close my account with them and ensure they delete any of my personal information and payment account they have in their system.

I am extremely dissatisfied with Adore.me as they definitely are not open with Canadian customers regarding all charges and fees – as custom fees – and disguise the price which ends up being much more than what they advertise.

I have started receiving adore.me emails a couple of months ago and I was very impressed with their promotions, price and beautiful products. I received 50% discount in my first lingerie set, which made me purchase a full price set as well. Unfortunately, both sets did not fit properly and I called AdoreMe to get information on how I could do to return both sets. AdoreMe representative was very nice and passionate – badly she was giving me wrong information when she said no more charges would be made in case I exchanged both sets, trying to get my correct size, including no custom charges.

This weekend I received a Canada Post notification and I had to pay $20.83 to custom to be able to get 1 of the exchange sets, and the second set is still to come. When I called AdoreMe they agreed that I was misinformed by one of their representatives as there is always a chance that we pay custom fees in Canada. Therefore they misguide me as now the price I had paid for those sets and the waiting time have been way too much compared to any other retailer in Canada.

Once again, I do understand the custom may charge for any package coming from US, but having your employees misguiding customers guaranteeing that it would not happen, it is not correct and I sure get extremely upset with AdoreMe and this experience. I will then ensure I will tell all my friends, family and network to be very careful if they think on buying anything in the future from AdoreMe.

To AdoreME – it is a shame that you arenot upfront with your customers and worst do not have any effort to keep a customer satisfied or try to fix your employees mistakes.

One more bad experience with Adore ME, it is regarding information protection and how bad this company secure privacy and customer information. Due to a very bad customer service and shopping experience I had I called Adore Me to ensure they would cancel my account and with that delete any customer data, especially any payment card information they had due to my previous purchases. Adore Me just answered me that my account is dormant. Therefore they cannot access it, delete it or cancel it, they do not have access and my information will continue there – including payment card as they CANNOT change anything on THEIR system.

I am extremely dissatisfied and now I am sure Adore Me does not keep their promises to their customers but it is just a scheme to pretend they have attractive prices but at the end charges will come anyway as they are not upfront about them, and lock customer information WITHOUT CUSTOMER CONSENT.

If there is anyone who could help me to delete my information from this company’s database please contact me at ###-###-#### or email [redacted] Thank you, [redacted].Desired Settlement: Refund of $20.83 regarding the custom charge that Adore me said that would not be charged and deleting my account and personal information as well payment information from their database. In additional to receiving the 2nd lingerie set that I have ordered and paid for but I have never received - therefore if custom charges it as well I will also need to refund of customs or retunr it and receive total refund of the product.

Business

Response:

[redacted]

Dear RevDex.com,

This is in reply to the

complaint ID [redacted].

Thank you so much for

contacting us.

I looked into the

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

as of 7/*/2014.

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 made a purchase for the month of

June and was not charged the monthly auto charge. However, Canadian order may

be subjected to custom fees as stated in the shipping information listed on our

website (as seen in image #3):

Please also refer to our How It Works section, for additional details.

Best regards,

DO NOT USE THIS COMPANY. they will take your credit card information and then never allow you to cancel and you will keep being charged. The help desk is useless; I was on hold for 35 minutes to be told that I was a liar and then not have my problem resolved. I was also told that I could not speak to a manager because my complaint was not serious enough. I still can't cancel my account. DO NOT GIVE THEM YOUR CREDIT CARD INFORMATION