Adore Me, Inc.

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: 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]