This business is not BBB accredited.

Adore Me, Inc.

Additional Locations

View Additional Phone Numbers 499 7th Avenue, 19th Floor, South, New York, NY 10018 http://www.adoreme.com


BBB Business Reviews may not be reproduced for sales or promotional purposes.


BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that lowered the rating for Adore Me, Inc. include:

  • 753 complaint(s) filed against business
  • Length of time business has taken to respond to complaint(s)
  • Business has failed to resolve underlying cause(s) of a pattern of complaints

Factors that raised the rating for Adore Me, Inc. include:

  • Length of time business has been operating
  • Response to 753 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

753 complaints closed with BBB in last 3 years | 475 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 69
Billing/Collection Issues 442
Delivery Issues 30
Guarantee/Warranty Issues 2
Problems with Product/Service 210
Total Closed Complaints 753

Additional Complaint Information

BBB files indicate a pattern of complaints concerning this company's advertising and billing policies. Consumers are complaining to BBB about enrollment in an automatic membership program and customer service issues with Adore Me. Numerous consumers are telling BBB that after making a purchase on the Adore Me website, they find they have been automatically signed up for the company’s VIP program, which charges a monthly fee of $39.95. Many consumers allege that the enrollment in VIP program was not clearly disclosed to them during checkout and they only became aware of it after seeing a monthly charge on their credit cards. Consumers that attempt to contact the company to cancel the enrollment report that the only way to apply for a refund is by telephone, and they are frustrated by the inconvenient process as well as long wait times to reach the customer service department.

In July 2016, Adore Me provided an explanation to BBB of the following initiatives they have begun implementing to address the issues raised in the Pattern inquiry and customer experience: clarification of the VIP program enrollment process on the website; introduction of another platform for customers to unsubscribe from VIP membership; and increasing the number of Customer Care agents to reduce call waiting times.

Customer Reviews Summary Read customer reviews

405 Customer Reviews on Adore Me, Inc.
Customer Experience Total Customer Reviews
Positive Experience 300
Neutral Experience 10
Negative Experience 95
Total Customer Reviews 405

Additional Information

BBB file opened: August 23, 2012 Business started: 11/23/2011 in NY Business incorporated 03/30/2012 in DE
Type of Entity

Corporation

Business Management
Mr. Morgan Hermand-Waiche, CEO Eugen Neiculescu, User Experience Manager
Contact Information
Principal: Mr. Morgan Hermand-Waiche, CEO
Customer Contact: Ms. Sandra Negrea, Customer Care Analyst
Business Category

ONLINE RETAILER LINGERIE SWIMWEAR & ACCESSORIES CLOTHING-RETAIL


Customer Review Rating plus BBB Rating Summary

Adore Me, Inc. has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of D+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    499 7th Avenue
    Floor 19S

    New York, NY 10018

  • THIS LOCATION IS NOT BBB ACCREDITED

    499 7th Avenue, 19th Floor, South

    New York, NY 10018

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

8/19/2016 Billing/Collection Issues
8/15/2016 Billing/Collection Issues
8/12/2016 Problems with Product/Service
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6/7/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased an item from adore me which was too small. I return this item which I did not try on because of it being too small with the tags on including the pantiliner perfectly attached. I received a message saying that they could not refund or exchange this item. With pictures attached. I called the customer service line and the lady was rude and said that the reason why it cannot be exchange was because of an order either perfume or tobacco and so therefore the garment was DISCARDED and I was not entitled to any form of refund or exchange. THIS ITEM WAS IT NEW PERFECT CONDITION!!! I have a few other items from this company which are at a larger size I could not try this item on because it is Just TO SMALL I DID NOT WEAR THIS ITEM!! I requested the item be exchanged for another suit!!! They have my money!!! Anyone at that place could inspect and say It might smell of someone's perfume and so we're going to discarded and take it home! You should at least give the consumer the option of having it back if they pay for it!!!

Desired Settlement: I would preferred to just have it exchanged for the correct size, or an option for another suit in the correct size.

Business Response:

Hello,

In the attachment you can find our response to the complaint ID #********

 
Please let us know if there is anything else you might need.

Best regards,   
Sandra N*****

AdoreMe, Inc
*** * **** *** **** ***** *** ***** ** ***** ****** **************

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5/20/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: 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 legal

Desired 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: ******** *** *** * **** ** *** ***** **** ***** *** **** ***** ** ***** ****** ************** *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****
Thursday, May ** 2016

This is in reply to the complaint ID #********

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 ****** 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*****


*** * **** ** *** ***** **** ***** *** **** ***** ** ***** ****** *****************

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, 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,

***** *****


 

5/20/2016 Problems with Product/Service
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5/6/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Made a purchase in Jan and did not realize I was continuing to be billed for "VIP" membership ever since. They feature a discount but to not properly disclose that it is contingent on VIP membership or that charges will be recurring thereafter. After calling, they sent an email to a webpage for cancellation that required compltion of a survey and 4 separate prompts before accepting my cancellation.

Desired Settlement: I called and membership was cancelled, with 2 month refund after an onerous survey and additional 4 page prompts.

Consumer Response:

Better Business Bureau:

At this time, my complaint, ID ******** regarding Adore Me, Inc. has been resolved.

I initiated contact to cancel my automatic billing, which they did.  


Sincerely,

***** ******

5/5/2016 Billing/Collection Issues | Complaint Details Unavailable
4/29/2016 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I returned a product within the 30 day return period and requested a refund. I received an email saying they received the return and would refund me "in the coming days". It has been 6 business days since they received my return and I still haven't received my refund so I contacted the company and they're now telling me they won't refund my money and will only give me a credit. They already deducted a restocking fee as well which was only supposed to be deducted if I wanted a refund. I do want a refund, so the restocking fee is fine but now they're refusing to refund me. Thank you in advance for helping me resolve this issue.

Desired Settlement: I would like my money refunded.

Consumer Response:

Aftet emailing and calling the company repeatedly and getting no where. I contacted BBB. I then let the company know that I had contacted the BBB and they suddenly had a change of heart and decided to honor their return policy. I received a refund minus a restocking fee. I'm thankful to have my money back but would never shop through Adore Me again. Nor would I advice anyone else to.

Better Business Bureau:

At this time, my complaint, ** ******** regarding Adore Me, Inc. has been resolved.


Sincerely,

***** ****

4/15/2016 Billing/Collection Issues | Complaint Details Unavailable
4/14/2016 Billing/Collection Issues | Complaint Details Unavailable
4/14/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I order a bra and panty set from AdoreMe.com in January 2016, a total purchase of 19.95. Adore Me had a commercial saying that your first purchase from them was 19.95. What I didn't know, if you don't make a purchase every month, they charge your account 39.95 monthly, they've taken a total 119.85 since Feburary. When I called to find out about this and have my money returned, I was told that they don't return money, they only give store credit. When I told them that's not acceptable, I was told that only 79.90 would be returned and that was just a favor. I'm owed 119.95 ( 39.95 taken from my account in February, March and April). Then I asked to speak with a supervisor and was told that no one was available.

Desired Settlement: I would like the total of 119.85 ( 39.95 monthly since February) returned to my banking account.

Consumer Response: Better Business Bureau:

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

Sincerely,

******** **********


 

4/11/2016 Billing/Collection Issues | Complaint Details Unavailable
4/5/2016 Billing/Collection Issues | Complaint Details Unavailable
3/29/2016 Billing/Collection Issues | Complaint Details Unavailable
3/29/2016 Billing/Collection Issues | Complaint Details Unavailable
3/22/2016 Problems with Product/Service | Complaint Details Unavailable
3/21/2016 Billing/Collection Issues | Complaint Details Unavailable
3/20/2016 Billing/Collection Issues | Complaint Details Unavailable
3/20/2016 Billing/Collection Issues | Complaint Details Unavailable
3/15/2016 Delivery Issues | Complaint Details Unavailable
3/15/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Placed one order from website and was automatically put in a VIP membership that involves monthly ordering/opting out or your credit card is charged. This was not clearly spelled out when I placed my order. I never would have placed an order if I had known this would happen.

Desired Settlement: I would like the membership cancelled immediately.

Consumer Response: Better Business Bureau:

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

Sincerely,
****** *****



 

3/11/2016 Billing/Collection Issues | Complaint Details Unavailable
3/9/2016 Billing/Collection Issues | Complaint Details Unavailable
3/8/2016 Billing/Collection Issues | Complaint Details Unavailable
3/3/2016 Problems with Product/Service
2/27/2016 Billing/Collection Issues | Complaint Details Unavailable
2/24/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Made order did not know anything about automatic enrollment and was surprised to see a $39.95 charge on my checking account. Tried contacting company by phone with no answer x's3 . Also sent email several times with one response to go to website and request refund however there is no where to ask for refund as I am not a VIP member. Tried contacting them again with no response. Had to pay my bank a fee to stop payment to them. I still have not received a refund after requesting it many times. They are very dishonest and I want my money back. I do not have it to freely give to them as I am on a fixed income. Want my refund. They are scammers and should be treated as such!

Consumer Response: Better Business Bureau:

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

Sincerely,
******* ******



 

2/22/2016 Billing/Collection Issues | Complaint Details Unavailable
2/13/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: 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: Better Business Bureau:

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

Sincerely,

******** ******


 

2/12/2016 Billing/Collection Issues | Complaint Details Unavailable
2/12/2016 Problems with Product/Service | Complaint Details Unavailable
2/10/2016 Problems with Product/Service | Complaint Details Unavailable
2/6/2016 Billing/Collection Issues | Complaint Details Unavailable
2/6/2016 Billing/Collection Issues | Complaint Details Unavailable
2/3/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I am unhappy, I purchased an item on their website. Adoreme.com and I was unaware that they signed me up for a monthly membership. They charged me$39.95 and I requested a refund, they charged me $39.95 the next day and gave me a refund for $39.95. I requested to cancel my account, they have charged me $39.95 two more times in January. Customer service is frustrating, I waited on the phone for 28 minutes to speak to a person and was disconnected. The only way to reach them is by email. I really just want them to cancel my account and refund me all of the payments they took and over charged me with. They have charged me with 2 monthly fees each month. Frustrated! don't shop there. its not worth the headache.

Desired Settlement: cancel my account and refund my money then lose my information. I will never shop with them again. Sneaky and deceitful.

Consumer Response:

Better Business Bureau:

At this time, my complaint, ID ******** regarding Adore Me, Inc has been resolved.


Sincerely,

**** **********

2/3/2016 Billing/Collection Issues | Complaint Details Unavailable
1/29/2016 Delivery Issues | Complaint Details Unavailable
1/28/2016 Billing/Collection Issues | Complaint Details Unavailable
1/28/2016 Problems with Product/Service | Complaint Details Unavailable
1/28/2016 Delivery Issues | Complaint Details Unavailable
1/22/2016 Problems with Product/Service | Complaint Details Unavailable
1/20/2016 Problems with Product/Service | Complaint Details Unavailable
1/19/2016 Problems with Product/Service | Complaint Details Unavailable
1/19/2016 Billing/Collection Issues | Complaint Details Unavailable
1/15/2016 Billing/Collection Issues | Complaint Details Unavailable
1/9/2016 Billing/Collection Issues | Complaint Details Unavailable
1/5/2016 Billing/Collection Issues | Complaint Details Unavailable
1/5/2016 Problems with Product/Service | Complaint Details Unavailable
12/27/2015 Billing/Collection Issues | Complaint Details Unavailable
12/24/2015 Billing/Collection Issues | Complaint Details Unavailable
12/10/2015 Billing/Collection Issues | Complaint Details Unavailable
12/8/2015 Billing/Collection Issues | Complaint Details Unavailable
12/7/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased an order through Adore Me months ago. I did not enroll in the "VIP" membership. They have been charging me $39.95 every single month since my first order in June 2015. In September of 2015 I realized this and they agreed to reimburse me as well as discontinue my VIP membership. I went back and forth with emails for weeks regarding this matter and they were very rude to me. I was never able to actually talk with a human on the phone and when I finally did yesterday 11/*/15 I was on hold for 27 minutes. I called again because I realized after all of that hassle I had been charged AGAIN for two months. I waited because i was determined. When I finally talked with someone she was even more rude than the representatives in the email. She told me that this was all my fault and that I did not unsubscribe, which I 100% did. She also told me that if I filed the charges as fraud she would dispute it and it wouldn't be accepted. She also told me that if I wrote an email demanding the total amount due she would deny that as well.This was the worst customer service i have ever had with any company my entire life. This company made me over withdrawal my checking account THREE times, this was a $30 fee every time.

Desired Settlement: I would like to be refunded for two months of their VIP membership and taken off their membership. I just want this to be done, i cannot afford this.

Consumer Response:

Better Business Bureau:

At this time, my complaint, ID ******** regarding Adore Me, Inc has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

They refunded me the money i needed after a long wait. Thank you


Sincerely,

******* *****

11/15/2015 Problems with Product/Service | Complaint Details Unavailable
11/15/2015 Billing/Collection Issues | Complaint Details Unavailable
11/10/2015 Billing/Collection Issues | Complaint Details Unavailable
11/5/2015 Advertising/Sales Issues | Complaint Details Unavailable
10/19/2015 Problems with Product/Service | Complaint Details Unavailable
10/14/2015 Billing/Collection Issues | Complaint Details Unavailable
10/13/2015 Problems with Product/Service | Complaint Details Unavailable
10/6/2015 Billing/Collection Issues | Complaint Details Unavailable
9/22/2015 Problems with Product/Service | Complaint Details Unavailable
9/8/2015 Billing/Collection Issues | Complaint Details Unavailable
8/27/2015 Problems with Product/Service | Complaint Details Unavailable
8/18/2015 Billing/Collection Issues | Complaint Details Unavailable
8/16/2015 Problems with Product/Service | Complaint Details Unavailable
8/11/2015 Problems with Product/Service | Complaint Details Unavailable
8/5/2015 Delivery Issues | Complaint Details Unavailable
8/4/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: THEY ARE ADVERSTISING ON *** AS YOU GET BRA AND PANTS FOR 29.95 THEY NEVER ONCE ADVISE YOU THAT YOU WILL HAVE A CHARGE EVERY MONTH OR THAT YOU ARE JOINING A CLUB... IT WAS NOT UNTIL I LOOKED ON BBB THAT I FOUND OUT OTHER COMPLAINTS THAT THIS IS A MONTHLY FEE,

Desired Settlement: MY ACCOUNT CANCELED AND NO CHARGES TO MY CC

Consumer Response: Better Business Bureau:

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

Sincerely,

***** *****



 
Adore Me has deactivate my account  thank you for your help. 

***** *****

7/17/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I made one purchase with this company from my cell phone, and was unaware that I would be charged a monthly subscription fee for upcoming months. I have been charged twice, since (a total of $79.90USD - $102CAD), and just noticed today. My first monthly fee ($39.95USD - $52CAD) went unnoticed, and is now 2 days beyond the "30 day store credit refund policy". I have requested a refund for the second payment, processed on July ****, and am currently awaiting this payment. At this point, I am out at least $39.95USD, and possibly $79.90USD. From the mobile version of this site, there was no mention at any point during my order that I was signing up for this service, and I am also unable to unsubscribe from the mobile site. After reading the numerous related complaints (really wishing I had read these prior to ordering) - I have realized that I am not the only one, and that this is a widespread issue.

Desired Settlement: I would like for my payments to be refunded in full - in the amount of $102, and I wish to be unsubscribed from any future memberships or involvements with this company. I also ask that this company make their intentions more clear - especially through their mobile site.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. My money was refunded in full, however, I still believe that the company needs to make their billing practices more clear, especially with regard to purchases made online. 

Sincerely,

******* *********



 

6/23/2015 Billing/Collection Issues | Complaint Details Unavailable
6/16/2015 Billing/Collection Issues | Complaint Details Unavailable
6/15/2015 Billing/Collection Issues | Complaint Details Unavailable
6/13/2015 Billing/Collection Issues | Complaint Details Unavailable
6/7/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: So in August I purchased Lingerie from the website, everything showed up fine I was happy with the purchases but the company decided to sign me up for an automatic subscription. Since August they have been taking $50.00/month off my credit card, which comes to about $400.00 total. I phoned the company and they were quick to reply but they will not refund me all of my money back. They tried to credit me money towards purchasing new lingerie, considering they frauded my credit card and scammed me I don't want anything more from this site as I do not support this type of business. After all of this I researched the company and found out like LOTS of other people are complaining about the same thing. I hope this company goes bankrupt and everybody gets there money back this is not a proper way of doing business. I will be reporting these charges as fraud to the bank.

Desired Settlement: The only outcome is that I get 100% of my money back besides the money I spent purchasing lingerie. Since I have purchased the lingerie I have no even viewed the site, I should not be paying $50.00/month for nothing. This company should go bankrupt.

Consumer Response:

Better Business Bureau:

I was refunded a little under 3 months out of the 6 months they charged me for, I then later received an email from someone saying that I can email someone else and such to try and get back the rest of my money. Unfortunately I do not have time to go through that process so I took it as a loss and canceled and re issued a new credit card. I still feel as though the company should of refunded 100% of my money right away, I'm just taking this as a lesson to be learnt anyway.

At this time, my complaint, ID ******** regarding Adore Me, Inc has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)


Sincerely,

******* ******

6/1/2015 Problems with Product/Service | Complaint Details Unavailable
5/19/2015 Billing/Collection Issues | Complaint Details Unavailable
5/18/2015 Billing/Collection Issues | Complaint Details Unavailable
5/13/2015 Problems with Product/Service | Complaint Details Unavailable
5/12/2015 Guarantee/Warranty Issues | Complaint Details Unavailable
4/22/2015 Advertising/Sales Issues | Complaint Details Unavailable
4/22/2015 Billing/Collection Issues | Complaint Details Unavailable
4/18/2015 Billing/Collection Issues | Complaint Details Unavailable
3/31/2015 Delivery Issues | Complaint Details Unavailable
3/23/2015 Delivery Issues | Complaint Details Unavailable
3/19/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a bra set from Adore me on 12-**-14 and received it. It was a one time purchase. I charged it to my *** credit Card. It is a card that I pay monthly and so after paying off the charge I did not check my card balance again till the following month. At that time I noticed 2 more charges from Adore me for 39.95 each. one on 1-**-15 and one on 2-*-15. I called my credit card company and disputed the charges and my card company said that they were recurring charges . I did NOT sign up for any further purchases!! I had to cancel my card and order a new one. I have not heard if I will receive my money back yet. I find Adore me' s way of doing business very deceptive as I saw nothing in the ordering that said I would be expected to buy something monthly I only ordered and received the first item and never ordered or received anything else. I tried calling their phone number repeatedly after I found out about the fraudulent charges and the phone hangs up immediatly

Desired Settlement: I expect Adore me co. to refund the 2 charges of 39.95 and I hope that the BBB does something to prevent that company from taking advantage of other customers with these unenexpected charges. It should have very clearly stated that one time purchases become recurring, if that is the way they run their business it is disgraceful!

Business Response: AdoreMe, Inc

*** *** ******* **** *****

*** ***** ** *****

Phone: **************

 

The Better Business Bureau, *** ****

** **** **** ******* **** *****

*** ***** ** *****

 

******, March***, 2015

 

This is in reply to the complaint ID # ********.

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). The membership confirmation email was sent to the customer on 2014-12-** (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 6th day of
each month (11:59:59 p.m. EST), are charged $39.95 and receive the same
amount in store credit. VIP members who do skip the month (before the 6th
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: http://www.adoreme.com/charges,
within 30 days of the charge.

Upon further investigation, we see that the customer
initiated a chargeback with their bank regarding February’s store credit(see
attached image #3). Until the bank concludes the investigation we are unable to
refund the customer .

For the remaining store credit of $39.95, the customer needs
to contact our Claims department. In order to be eligible for a refund of
store credit charged beyond 30 days, the customer must write a letter or
send an email to our Claims department explaining the case and why
they were not able to request a refund within our 30 day limit.  All requests sent to the Claims department
must be typed and mailed OR emailed to:


Adore Me: Claims
*** *** ******
**** ****** ******
*** ***** ** *****

OR

******************

We will provide an answer by email within 10 business days.

Moreover, please note that the customer has been automatically unsubscribed from the membership.

If there are further comments, questions or concerns, please let us know. 

Best regards,
****** ******

*** *** ******* **** *****
*** **** ***** ** ***** 
Phone: **************

 

3/19/2015 Billing/Collection Issues | Complaint Details Unavailable
3/19/2015 Delivery Issues | Complaint Details Unavailable
3/18/2015 Problems with Product/Service | Complaint Details Unavailable
3/16/2015 Billing/Collection Issues | Complaint Details Unavailable
3/16/2015 Advertising/Sales Issues | Complaint Details Unavailable
3/16/2015 Problems with Product/Service | Complaint Details Unavailable
3/13/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered 1 item from this company about a month or two ago and from there I unsubscribed in order to no longer receive emails or be a part of any membership, yet my account has been charged, unauthorized, $39.95. My credit card information should NOT have been kept but somehow I got charged again - TWICE. Please refund my $79.90 and remove all of my information from your records. It is unprofessional to keep your customer's personal information and just charge them whenever you want, even after they have tried unsubscribing and revoking any kind of membership. Thank you in advance for your help in refunding me my $79.90. You should have all of my information to reimburse me since you were able to charge me without my consent. I MADE A ONE TIME PURCHASE AND DIDN'T WANT TO FURTHER CONTINUE BUSINESS WITH THIS COMPANY. WHEN SOMEONE UNSUBSCRIBES, THAT MEANS DON'T CHARGE THEM MORE MONEY. I NEED THE FULL $79.90 REIBURSED TO MY ACCOUNT.

Desired Settlement: I NEED THE FULL $79.90 THAT WAS CHARGED WITHOUT MY CONSENT REIMBURSED TO ME AND ALL OF MY PERSONAL INFORMATION ERASED FROM THIS COMPANY'S DATABASE SO THAT I DO NOT CONTINUE TO RECEIVE UNWANTED CHARGES.

Business Response: AdoreMe, Inc

*** *** ******* **** *****

*** ***** ** *****

Phone: **************

 

The Better Business Bureau, *** ****
** **** **** ******* **** *****

*** ***** ** *****

 

******, March***, 2015

 
This is in reply to the complaint ID # ********.

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). The membership confirmation email was sent to the customer on 2014-12-** (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 6th day of
each month (11:59:59 p.m. EST), are charged $39.95 and receive the same
amount in store credit. VIP members who do skip the month (before the 6th
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: http://www.adoreme.com/charges, within 30 days of the charge.

For the remaining store credit the customer needs to contact
our Claims department. In order to be eligible for a refund of store
credit charged beyond 30 days, the customer must write a letter or send an
email to our Claims department explaining the case and why they were
not able to request a refund within our 30 day limit.  All requests sent to the Claims department
must be typed and mailed OR emailed to:


Adore Me: Claims
*** *** ******
**** ****** *****
*** ***** ** *****

OR

******************

We will provide an answer by email within 10 business days.

Moreover, please note that the customer was charged for store credit, as they were still an active VIP member at that time. We now
confirm that the customer has been unsubscribed from the membership on 2015-03-** (see attached image #3).

If there are further comments, questions or concerns, please let us know. 

Best regards,    
****** ******

*** *** ******* **** ***** 
*** **** ***** ** *****
Phone: **************

3/13/2015 Billing/Collection Issues | Complaint Details Unavailable
3/13/2015 Billing/Collection Issues | Complaint Details Unavailable
3/12/2015 Billing/Collection Issues | Complaint Details Unavailable
3/12/2015 Advertising/Sales Issues | Complaint Details Unavailable
3/12/2015 Billing/Collection Issues | Complaint Details Unavailable
3/12/2015 Billing/Collection Issues | Complaint Details Unavailable
3/12/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: After originally purchasing items from their website, I was unknowingly signed up for the VIP program that deducts 39.95 monthly from my debit card account. I have called to cancel and ask for a refund several times. I am told I can not get a full refund for what's in my "adore me" account, but only for the amount most recently deducted. After several calls requesting cancellation adore me simply puts my account "on hold" and then the automatic deduction start right up again.

Desired Settlement: I am demanding a refund for the total amount of my "adore me" credit, which is up to approx. $240.00 not just the most recent amount deducted. I also request an actual closure of the account and an acknowledgement from adoreme.com that they understand any future deduction will be considered fraudulent

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** ***** ****** **************   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****   ********** ***** **** ****

 

This is in reply to the complaint ID # ********

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). The membership confirmation email was sent to the customer on 2014-04-** 
(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 *** day of
each month (11:59:59 p.m. EST), are charged $39.95 and receive the same
amount in store credit. VIP members who do skip the month (before the ***
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: ******************************,
within 30 days of the charge.

Upon further investigation, we see that the customer did
request a refund of February’s $39.95 store credit directly from the website.
From the remaining $199.75, the customer used $169.80 for order
#********* (see attached image #3).

Moreover, we confirm that, as per their request, we have now unsubscribed the customer from the membership (see attached image #4) .

If there are further comments, questions or concerns, please let us know. 

Best regards,
****** ******

*** *** ******* **** ***** *** **** ***** ** ***** ****** **************

 

 

 

 

3/11/2015 Billing/Collection Issues | Complaint Details Unavailable
3/11/2015 Billing/Collection Issues | Complaint Details Unavailable
3/10/2015 Billing/Collection Issues | Complaint Details Unavailable
3/9/2015 Advertising/Sales Issues | Complaint Details Unavailable
3/9/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: They are selling rebranded products (I have provided a link with more information). When you buy your first product you are auto enrolling into their "VIP" program. What they neglect to mention is that they will save your card information, and make it so you cannot delete your card information, or unsubscribe from the VIP program via web. The VIP program requires you to visit their site within the first few days of every month to "opt" out of being charged $39.95 which will be credited towards your next underwear purchase. In order to get out of the program you need to call their hotline, which has an "estimated" wait time averaging 15 minutes. If you stay on the line long enough (over 15 minutes) you can leave a message on their messaging machine which purports to get back to the caller within the "next few business days". I called over two months ago, and left a message, and still have not received a call. I have not managed to get a hold of any operator after calling 3-4 times at different times of the day, and have been on hold for times varying 12-30 minutes. This is not a good business model. If they were truly a good business they would not force their customers to visit their site periodically or charge the customer if they forget to visit their site. Also the quality of the underwear is not that great. **********************************************************************

Desired Settlement: I want them to remove all card information, and stop forcing me to visit their site at the beginning of every month just to "opt" out of being charged $39.95 every month. This is required later

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** ***** ****** **************   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****   ******* ******** ***** ****

 
This is in reply to the complaint ID # ********

First of all, we would like to apologize for the fact that the customer encountered difficulties in trying to contact our customer service.

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 ***** reminding them to either skip the month or make a purchase.

Moreover, we have revised our Terms and Conditions and customers are now offered the possibility to unsubscribe online, directly from
their account. That being said, we see that the customer has chosen to unsubscribe on February **** (see attached image #2).

Regarding the online review, it is clearly mentioned that since the publication (in 2013) of the article mentioned by the customer the author has published updates that reflect the changes in our company, focusing on the collections designed in-house by our Head of Design.

If there are further comments questions or concerns, please let us know. 

Best regards,   
****** ******

 

*** *** ******* **** ***** *** **** ***** ** ***** ****** **************

 

 

3/9/2015 Advertising/Sales Issues | Complaint Details Unavailable
3/9/2015 Billing/Collection Issues | Complaint Details Unavailable
3/6/2015 Billing/Collection Issues | Complaint Details Unavailable
3/6/2015 Billing/Collection Issues | Complaint Details Unavailable
3/3/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: 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: ******** *** *** *** ******* **** ***** *** ***** ** ***** ****** **************   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****   ******* ******* **** ****


This in in reply to complaint ID #********.
 

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: ******************************, 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,    

****** ******



*** *** ******* **** ***** *** **** ***** ** ***** ****** **************

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, 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 BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

****** *******




 

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** ***** ****** **************   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****

 

Monday, March ***, 2015
 

This is in reply to the customer’s rejection of our answer to complaint #********

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,    
****** ******

*** *** ******* **** ***** *** **** ***** ** ***** ****** **************
 

 

Consumer Response: Better Business Bureau:

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

Sincerely,

****** *******



 

2/26/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I placed an order on February *, 2015, Order #********* and I have not yet received it. The site had an explicit guarantee that any orders placed by February **** would have been received before Valentine's Day. It has been 23 days since placing the order and I still have not yet received it. In order to follow up on this order, I went above and beyond our responsibilities as a customer with absolutely no resolution: - On February ****, I emailed the address provided in the iPhone app and still has not received a response. - On February ****, I again emailed, and also haven't received a response. - On February ****, I called customer service and was on hold for 20 minutes with no answer - On February ****, I e-mailed once again with no answer - The Live Chat service on the site has never worked - On February ****, I called customer service and was on hold for 45 MINUTES before reaching a customer support representative. I was told by the representative that it wasn't Adore Me's fault but *** for never delivering it. That is fine by me, but it is not my job to follow up with ***. My responsibilities as a customer end after I make a payment. I was told that they will ship another set and investigate with ***. When I told the customer service representative that wasn't enough for me considering the horrible customer service I received, she said she was doing me a favor by investigating with *** so I didn't have to. I was told that her supervisor would follow up with me via a phone call and she took down my phone number, even repeating it back to me. a week later nobody has called me. Today I contacted the team via the Adore Me twitter, where they seem to sometimes respond to complaints, nobody answered any of my two tweets. It has been 24 days since placing the order, customer service has horrifically failed me. Besides not carrying through on an explicit guaranteed delivery by Valentine's day, emails don't seem to get answered, the live chat never works, and when I called, after being on hold for 45 minutes, I never received a follow up. I am all out of options for an extremely simple problem that has made me disappointed in the company. I have been a long time VIP customer and this has to be the worst customer service experience I have ever faced from any company. A simple Valentine's Day gift has turned into a frustrating nightmare. Another thing to note is that they actually have a BBB logo on their site. I can't imagine how that is possible considering all the negative reviews of their customer service I've found on the internet.

Desired Settlement: I expect to receive my item, which was supposed to arrive by February ** (in their site they explicitly said all orders made by February **, 3PM EST will be received by Valentine's Day) I also expect to receive a logical explanation as to why I need to wait 14+ to get customer support. I would like for the company to provide me with some sort additional benefit as they have deeply disappointed me and made me waste my time. Not only did they never reply to any of my e-mails or tweets, the supervisor hasn't called me. Lastly, I don't think they are worthy of having your logo on their website. I've only read negative comments about their customer service and it's degrading BBB.

Consumer Response: Better Business Bureau:

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

Sincerely,

******* *******



 

2/25/2015 Billing/Collection Issues | Complaint Details Unavailable
2/24/2015 Billing/Collection Issues | Complaint Details Unavailable
2/21/2015 Problems with Product/Service | Complaint Details Unavailable
2/20/2015 Billing/Collection Issues | Complaint Details Unavailable
2/20/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I placed an order on december ****. Shipping said i would have it by the ****. It is now the **** and the second time i have contacted the company about my purchase. i have not gotten my item. They said they would send it again that i would get it in another week. I needed this by the past weekend so i explained to them i dont need it anymore to cancel the whole order they said they cant. And hung up so now i waited way over my shipping time frame dont have the item didnt get a refund or any type pf customer service for the entire problem. order number is *********

Desired Settlement: I would like my card to be refunded if the item is received i will send it back but will not pay the restock fee as i shouldn't have to it is being returned because of lack of service and late delivery not because i don't want it . i also want my member ship completely canceled and do not want to be charged for any additional items.

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** ***** ****** **************   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****

 

Wednesday, January ****,  2014

 

This is in reply to the complaint ID  #********.

We have investigated this issue and it appears that the customer received a coupon code in exchange for this order. A new order was placed, using the coupon code, on
December **** .

Moreover, we see that upon placing the new order, the customer chose the VIP membership option and was re-enrolled. The customer is welcome to contact Client Services (8:30-8:30 M-F EST) should they wish to be unsubscribed from the membership once again.

If there are further comments questions or concerns, please let us know. 

 

Best regards,    

****** ******


*** *** ******* **** ***** *** **** ***** ** ***** ****** **************
 

Consumer Response: Better Business Bureau:

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

I still never recieved the complete order from the reorder. I hsd to call multiple times and was told  Iwould yet again get another code. SO i did and got that order but the items i originally ordered I only got the panties to I was told that I would recieve the bran and still havnt i check it everyday and it still says processing.

 

 

 

 

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


Sincerely,

******** *****




 

Consumer Response: Better Business Bureau:

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

I was told that i would still recieve the bra to the set even with all the confusion and mess up. It says processing because the bra is suppose to be sent out to me and still hasnt been. I recieved the panties and not the bra. I have tried emailing and calling the company and nothing has been done about the missing piece i was told i would still recieve so i moved to BBB in hopes something will get done and its still an argument with the company

 

 

 

 

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


Sincerely,

******** *****




 

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** ***** ****** **************   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****   ******* ******** ***** ****

This is in reply to the customer’s rejection of our answer to complaint #********
 
As we have mentioned in our previous reply, order # ********* appears to be processing due to the fact that the warehouse hasn't shipped out the complete order. The customer is free to keep the item they received, but unfortunately, we are unable to also ship the missing piece from the initial order.

We emphasize once again the fact that this order was replaced with order # *********, at no extra cost. Therefore, the customer did receive a complete set for the amount they paid for the initial order. We would also like to mention the fact that the first order (on Dec ****), that was lost during shipping, was for an item from the sale section, and we
offered the customer an exchange code for a full-priced item.

We have also attached a screenshot of all the customer’s transactions: the price paid for the initial set that was not received, the amount that was mistakenly charged for the replacement order and was voided and the amount for expedited shipping , that was refunded.

Unfortunately, we consider that there is no further action we can take in this case.

Best regards,  

****** ******

*** *** ******* **** ***** *** **** ***** ** *****  ****** **************

 

2/20/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: There is a charge of $39.95 that was taken from my credit card, which they were insulting about when I tried to resolve the issue with them, by saying it states twice before you check out that you're signing up for their VIP Membership. I never saw anything of the sort and I want my money back that they just flat out took from my credit card. I didn't purchase anything with it!!

Desired Settlement: $39.95

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** ***** ****** **************   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****   ******* ******** **** ****

 

This is in reply to the complaint ID # ********

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 ***** reminding them to either skip the month or make
a purchase.

VIP members who do not shop or skip by the *** 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 *** 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: *******************************
within 30 days of the charge.

Upon further investigation we see that the customer requested a refund for January’s store credit  from
their account and the amount  was refunded on the same day (see attached image #2).
 Moreover, the customer is free to request a  direct refund for February’s store credit.

For the remaining $39.95 store credit (from December) the
customer needs to contact our Claims department. In order to be
eligible for a refund of store credit charged beyond 30 days, the
customer must write a letter or send an email to our Claims
department explaining the case and why they were not able
to call within our 30 day limit to request a refund.  All requests sent to the Claims department
must be typed and mailed OR emailed to:

***** *** ****** *** *** ****** **** ****** ***** *** ***** ** *****


OR

******************


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,
****** ******

*** *** ******* **** ***** *** **** ***** ** ***** ****** **************

 

 

2/19/2015 Billing/Collection Issues | Complaint Details Unavailable
2/19/2015 Problems with Product/Service | Complaint Details Unavailable
2/19/2015 Billing/Collection Issues | Complaint Details Unavailable
2/19/2015 Problems with Product/Service | Complaint Details Unavailable
2/18/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

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

Desired Settlement: My account with this company needs to be expired and my credit card needs to be credited for the 39.95.

Consumer Response: Better Business Bureau:

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


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

Sincerely,

****** **********



 

2/18/2015 Billing/Collection Issues | Complaint Details Unavailable
2/18/2015 Billing/Collection Issues | Complaint Details Unavailable
2/18/2015 Problems with Product/Service | Complaint Details Unavailable
2/18/2015 Billing/Collection Issues | Complaint Details Unavailable
2/17/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I made a purchase from this online company in May 2014 with a debit card. I got my product in a timely matter and was fine with the product. However, I did not realize that the purchase cause me to be signed up for their VIP membership which meant being charged $39.95 every month. I did not realize that I was being signed up for this so called service at the time. I left for a study abroad program in Australia from August until December, didn't use the debit card much and then came back finding these chargers on my card. A total of $279.65 had been taken off my card from this company without my consent for a "store credit" that I have no desire to use. When I call the company on January ***, 2015, the line was full and I had to wait for a really long time to talk to anyone. When I told ***** that I did not want this store credit, that the company was never authorized to take this money, and that I wanted a refund, she told me that a couple emails were used to justified this ridiculous charges. Also she told me that that they couldn't refund the money, only the last order. She did cancel my supposed subscription but she could only refund me the last month's charge. This is a completely ridiculous and fraudulent business plan. You can't be charged for a service that you don't want and then have no option for a refund all from making one purchase. When I told her I wanted to speak to her *******, she told me her ******* was not in but would give me a call within the next week. The ******* has not called me. Also I repeatedly told ***** that I would file a complaint with the BBB if she could not resolve this for me.

Desired Settlement: I want to see the remaining amount of store credit refunded to me. I want to see $239.70 either sent to me in check form or placed back on my debit card. It is unacceptable to secretly charge people for a service that they don't want and then have no options for getting a refund. I do not want a store credit from this company and I want my money back. As the ******* couldn't even get back to me, no other option will satisfy me.

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** ***** ****** **************   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****   ********** ******** ****  ****

 

This is in reply to the complaint ID # ********

First of all, we would like to apologize to the customer for the dissatisfying  service they received. 

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 ***** reminding them to either skip the month or make a purchase. The membership confirmation email was sent to the customer on 2014-05-** (as seen in image #2).

VIP members who do not shop or skip by the *** 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 *** 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: ******************************, within 30 days of the charge.

That being said, it appears that the customer has been unsubscribed  from the membership on January ***, 2015 and January’s store credit was refunded on the same day (see
attached image #3).

For the remaining $239.70 store credit, the customer is welcome to contact our Claims Department.

In order to be eligible for a refund of store credit charged beyond 30 days, the customer must write a letter or send an email to our Claims department explaining the case and why they were not able to call within our 30 day limit to request a  refund. All requests sent to the Claims department must be typed and mailed OR emailed to:


***** *** ****** *** *** ****** **** ****** ****** *** ***** ** *****



OR



******************



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,    

****** ****** *** *** ******* **** ***** *** **** ***** ** ***** ****** **************
 

 

 

Consumer Response: Better Business Bureau:

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


This company is a complete scam. You can NOT run a company by charging customers for a service they do not want, bill them automatically, have absolutely TERRIBLE customer service and then leave them no options for recourse. 

AdoreMe has asked me to
"In order to be eligible for a refund of store credit charged beyond 30 days, the customer must write a letter or send an email to our Claims department explaining the case and why they were not able to call within our 30 day limit to request a  refund. All requests sent to the Claims department must be typed and mailed OR
emailed to *****************"
So I am doing just that with the BBB arbitrating because this companies inability to serve its so-called customers.

I was UNABLE to call to cancel my subscription from Aug. **** until Dec. **** because I was in Australia and DID NOT have a working phone. I was there on a study abroad trip. I have included my flights and my visa information to prove this.  There is no way I could call the claims department to cancel my subscription because I couldn't even call within Australia.
 
This means you need to refund me a total $159.80 for 4 months multiplied by $39.95. MINIMUM!

As to the charges from 6/**/14, 7/*/14, and 8/*/14, all I can repeat is that I did not know about the charges. Of course I would have cancelled right away if I had know about them. I am a college student and can not afford these sorts of senseless charges. I can only reiterate what numerous others have complained about. I made a simple online purchase from this company and then unknowingly was enrolled in this ******** "VIP" membership for which I received NO BENEFITS. This is suppose to be an online business where you can purchase items without being trapped into a costly monthly membership. On your first screenshot the checkout lists "No obligation to buy every month, no membership fee", under VIP Perks, yet also says that you'll be charged $39.95 if you don't shop. HOW CAN ONE BE CHARGED FOR NOT SHOPPING OR SKIPPING, YET SAY THERE IS NO OBLIGATION TO BUY AND CLAIM NO MEMBERSHIP FEE?

So there is an obligation! Either you have to buy something or skip the month if you don't want to be charged, correct? So there IS an obligation to 1) buy or 2) go on your website to skip, otherwise you wind up with monthly charges. You claim these monthly charges are store credit? Well then store credit should be refundable, past your limited 30 day policy. My whole store credit should be refundable. AdoreMe, please answer me this. How can an online shopping company be able to automatically bill me but yet supposedly be unable to refund me the money?

This is such a headache and a half, companies like yours should be sued and put out of business. I regret my purchase so deeply because of these ridiculous charges, the horrible customer service and lack of resolutions.

You are not winning any customers, you are just scamming people. 

 

 

 

 

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


Sincerely,

****** *****




 

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** ***** ****** **************   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****

 

Tuesday, Feb ****, 2015

This is in reply to the customer’s rejection of our answer to complaint # ********

Upon checking the customer’s Adore Me account, we see that our Claims department has refunded 6 months’ worth of store credit to the customer’s bank account, a total of $239.70 (see attached image).

If there are further comments, questions or concerns regarding this case please let us know. 


Best regards,    
****** ******


*** *** ******* **** ***** *** **** ***** ** ***** ****** **************

 

2/17/2015 Problems with Product/Service | Complaint Details Unavailable
2/17/2015 Billing/Collection Issues | Complaint Details Unavailable
2/13/2015 Problems with Product/Service | Complaint Details Unavailable
2/13/2015 Billing/Collection Issues | Complaint Details Unavailable
2/12/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a product from AdoreMe on 9/*/14 and upon deliver I called and unsubscribed my membership to their website and was told on the phone that my membership had been cancelled. The emails I received from them went to an old email address and just happen to check them a week ago and I had been charged $159.80 that accumulated in store credit because my account was never cancelled. So I called and could only be refunded two separate $39.95 amounts, so far only one of those has been added to my bank account and I have called about this twice. Additionally, I used the leftover $79.90 to buy products since I couldn't get that amount refunded. But instead of AdoreMe using the store credit, my debit card was charged $79.90. I called again to fix this issue and so far I have not been refunded the $79.90 but my $79.90 store credit now states $0.00.

Desired Settlement: I would frankly like my $159.80 back, but I understand that is not their policy. Thus, if nothing else I want to be refunded other $39.95 and the $79.90 for a total of $119.85. Additionally, I would like to be unsubscribed from this company and never want to do business with them again. Meaning that I no longer wish to be a member and don't want to be charged any monthly membership fee of $39.95 again.

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** ***** ****** **************   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****   ********* ******** ****  ****
 

This is in reply to the complaint ID ********.

Unfortunately, there appears to have been a misunderstanding.

Upon checking the information in the customer’s account, we see that that the customer has been unsubscribed  from the membership on January ****, 2015 and received  refunds for 2 months’ worth of charges: January and December (see attached image #1), as  we have a 30-day no questions asked refund policy for unwanted store credit.

The customer had a remaining store credit of $79.90 that they intended to use towards order # ********* on January **** However, it appears that the amount was unintentionally charged to the customer’s credit card . We have refunded this amount to the customer’s bank account on January ****  (see attached image #2).

At the moment, the remaining credit of $79.90 is restored (see attached image #3). In order to be eligible for a refund of store credit charged beyond 30 days, the customer must write a letter or send an email to our Claims department explaining the case and why they were not able to call within our 30 day limit to request a refund.  All requests sent to the Claims department must be typed and mailed OR emailed to:


***** *** ****** *** *** ****** **** ****** *****  *** ***** ** *****


OR


******************



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,    

****** ****** *** *** ******* **** ***** *** **** ***** ** ***** ****** **************

2/11/2015 Problems with Product/Service | Complaint Details Unavailable
2/11/2015 Billing/Collection Issues | Complaint Details Unavailable
2/11/2015 Billing/Collection Issues | Complaint Details Unavailable
2/11/2015 Billing/Collection Issues | Complaint Details Unavailable
2/10/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I was charged $39.95 even when I didn't purchase anything and was added to my account as "Store Credit." This feature was supposedly included when signing up for the account. I was not made aware of this information until after being charged the amount. It was deceptive to entice the costumers to sign up for an account without explicitly explaining the full details. Although I was refunded the money, I want to cancel my account because each month I will be charged $39.95 again. It is also very difficult to cancel the account because you have to call their costumer service which has placed me on 30-45 mins holds without any response.

Desired Settlement: They need to add an online option where I can deactivate my account by myself without having to contact their costumer service. They also need to have a much better costumer service line, if that is the only way cancel the account.

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** ***** ****** **************   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****   ******* ******** **** ****
 

This is in reply to the complaint ID # ********

First of all, we would like to apologize for the extended time the customer waited on hold when they contacted us by telephone. Wait times usually average between 3-6 minutes, though there is a  peak in the early mornings and afternoons. Our phone lines are open Monday to Friday, from 8:30 a.m.-8:30 p.m.

In regards to the membership, we would  like to explain how it works. We have attached a screen shot of the shopping cart with the two payment options offered to the customers at checkout (as seen in image #1).

Customers who select the VIP Membership option during checkout are sent a membership confirmation email in which the terms of the membership are explained and reminder emails before the ***** reminding them to either skip the month or make a purchase.

VIP members who do not shop or skip by the *** 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 *** 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: ******************************, within 30 days of the charge.

That being said, we now confirm that the customer has been unsubscribed from the membership (see attached image #2).


If there are further comments questions or concerns, please let us know. 


Best regards,    

****** ****** *** *** ******* **** ***** *** **** ***** ** ***** ****** **************

 

2/9/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

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

Desired Settlement: Refund if the 4 charges of 39.95 which occurred after cancelation of complaining about the monthly billing.

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** ***** ****** **************   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****   ********* ******* *****  ****

 

This is in reply to the complaint ID # ********

In regards to the membership, we would  like to explain how it works. We have attached a screen shot of the shopping cart with the two payment options offered to the customers at checkout (as seen in image #1).

Customers who select the VIP Membership option during checkout are sent a membership confirmation email and reminder emails before the fifth reminding them to either skip the month or make a purchase (as seen in image #2).

VIP members who do not shop or skip by the *** 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 *** day 11:59:59 p.m. EST) may change their minds and are free to shop any item in their showroom throughout the month. Please note this is an automatic billing, and members who do not participate in the active membership may accumulate store credits.  Customers are able to request a refund directly, within 30 days of the charge.
 
Upon further investigation, it appears that the customer has been unsubscribed  from the membership on April ****, 2014 and was refunded the store credit for April  (see attached image #3).

Moreover, we see that the customer initiated a chargeback with their bank for the remaining store credit,  and the said credit was frozen (see attached image #4). Unfortunately we are unable to unfreeze or refund the credit, as the customer has already been refunded by their bank.

If there are further comments questions or concerns, please let us know. 


Best regards,   

****** ******

 

*** *** ******* **** ***** *** **** ***** ** ***** ****** **************

 

2/7/2015 Advertising/Sales Issues | Complaint Details Unavailable
2/7/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Hello, I had contacted this company multiple time previously to cancel my account. This includes calling, emailing, and live chat. Below, I have archived the live chat convo with the customer service rep. ****: How can I help you? Me: Hey, I tried canceling my account over 3 months ago, I called to cancel before my "vacation" was over and she told me I had to call back after or to reply to the email saying I wanted to cancel. It really shouldve been cancelled over the phone when I originally asked. I then got the email saying my payment vacation was ending soon. I responded to the email saying I want to cancel. Then, the email responded and instead of helping me they told me I had to call. I called during your business hours Multiple times, and even after waiting over 30 minutes EACH call, I got a message a few times saying the lines werent working because of **** ****** ***** error...then the others ones were no answer. then i got charged AGAIN!! and then this most recent charge I was able to request a refund for which was nice but I would rather you guys cancel my account and refund all of the money i was charged to store credit back onto my credit card.. ****: I am terribly sorry, my colleagues are overwhelmed by calls and we are doing our best to answer and resolve all the cases as soon as possible Me: Im sorry this is so long ****: Unfortunately, it is absolutely necessary to talk to you personally on the phone in order to cancel your account Me: IVE TRIED CALLING IDK WHAT TO DO ANYMORE ****: I would love to help personally but they are the only ones authorized to cancel accounts Me: ok can I request to be called Me: I will have to dispute these charges I dont recall reading anything about these company policies regarding cnceling and being Ignored so badly Me: I will provide the emails as well saying I needed to call Me: this is insane I dont want to be charged any more Me: How can I get in touch with a supervisor or someone who does have the authority to cancel my account now ****: this is the only number available ****: Please try again later Me: Calling multiple times, I like shopping here is the thing. Like I dont mind spending money here but I dont want it taken out unless I want something on my own time. Me: I did try multiple times, am I just supposed to call back to back like i dont have a job? ****: our line is very busy , but the holding time is under 10 mins ****: please try again When users express they do not want their cards to be billed or charged for merchandise they never ordered or authorized and have EXPRESSED strong intent to stop charges and shipments, yet they continue to do so. Please have all charges refunded to my card, from December and January, and CANCEL my account PLEASE!!!!!

Desired Settlement: When users express they do not want their cards to be billed or charged for merchandise they never ordered or authorized and have EXPRESSED strong intent to stop charges and shipments, yet they continue to do so, that should be and even sounds so shady and illegal. Please have all charges refunded to my card, from December and January, and CANCEL my account PLEASE!!!!!

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** ***** ****** **************   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****   ********** ******* *****  ****

 

This is in reply to the complaint ID #********

First of all, we would like to apologize for the fact that the customer encountered difficulties in trying to contact our customer service.

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 ***** reminding them to either skip the month or make a purchase. The membership confirmation email was sent to the customer on 2014-08-** (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 *** 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 *** 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: ******************************, within 30 days of the charge.

That being said, we now confirm that the customer has been unsubscribed  from the membership and was refunded the $39.95 they requested directly from their showroom (see attached image #3 and #4).

For the remaining $39.95 store credit, the customer is welcome to contact our Claims Department.

In order to be eligible for a refund of store credit charged beyond 30 days, the customer must write a letter or send an email to our Claims department explaining the case and why they were not able to call within our 30 day limit to request a refund. All requests sent to the Claims department must be typed and mailed OR emailed to:


***** *** ****** *** *** ****** **** ****** ***** *** ***** **  *****


OR


******************


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,   

****** ******

 

*** *** ******* **** ***** *** **** ***** ** ***** ****** **************

 

 

 

 

 

Consumer Response: Better Business Bureau:

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

[Your Answer Here]

 
I chose Payment vacation. During the 3 month "vacation", I called in to cancel my membership. The representative told me I couldn't cancel my membership until after my payment vacation was over.

As soon as I got the email saying my "payment vacation was due to end soon, I emailed in  about canceling. I was responded to that I needed to call in. I called 4 different times and was placed on hold for over 30 minutes even though the wait time promised is "within the next 3 minutes". After still not getting an answer I waited and called a few days later, to which I got a automated message saying "theres an error with our service provider **** ****** *****, please call another day"...

I knew I was in a subscription, and I knew the membership details. My issue is the complete disregard for my cancellation request via live chat, phone & email I sent way within my membership terms, and charging me against my request even after me contacting so many times.

I would have been fine purchasing something every month or so, but not being auto charged against my verbal and written consent. I will use the credit to avoid and further hassle with this company.



 

 

 

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


Sincerely,

******* *****




 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is DISsatisfactory to me and the matter has been resolved outside of my favor, but I refuse any further contact or retort.

Sincerely,

******* *****



 

2/6/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: The automatic enrollment for Adore Me is extremely unclear from the start. After one misunderstanding I called to have my account cancelled and monthly charges refunded. They were only able to refund my one month's fee due to a 30 day policy they have for refunds. I accepted this and was told that the unrefunded month's fee could be used as store credit. The following month I used my $40 credit to purchase a gift, and thought that would be the end on my involvement with Adore Me. Next month, I had another monthly charge on my account. I called again to have it removed, providing them with my cancellation confirmation number. I was told that when I used my store credit I should have chosen the "Pay As You Go" option, in order to avoid getting re-enrolled in the monthly charges. This was not clear AT ALL at the time of check out. I don't remember seeing that option, and even if it was there, there was nothing explaining what each choice entailed. They refunded the charge and cancelled my account again. At the end of December, my husband informed me that we had more charges to our credit card. When I called in early January, they had already charged me again and said they would only refund the one which fell into the 30-day refund period, even though this appears to be an error on their part. This kind of system is extremely unclear and feels very predatory. Additionally, their customer service is unresponsive and unhelpful. All in all, my dealings with the company lead me to believe that AdoreMe is not customer friendly in the slightest.

Desired Settlement: Adore Me needs to refund all new charges to the account in full and take our credit card information out of their system. They also need to have MUCH CLEARER information about how their monthly charges are set up, and what constitutes enrollment. Better customer service would be fantastic too.

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** ***** ****** **************   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****   ********* ******* *****  ****

 

This is in reply to the complaint ID #********

First of all, we would like to apologize to the customer for the dissatisfying  service they received. This is unacceptable and we assure the customer that we are going to
investigate this issue and prevent it from reoccurring.
 
In regards to the membership, we would  like to explain how it works. 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 ***** reminding them to either skip the month or make a purchase. The membership confirmation email was sent to the customer on 2014-07-** (as seen in image #2). Unfortunately, it appears that the customer did not open this email. The customer also received a confirmation email with their second enrollment.

VIP members who do not shop or skip by the *** 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 *********** at any time. VIP members who do skip the month (before the *** 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: ******************************, within 30 days of the charge.

That being said, it appears that the customer has been unsubscribed  from the membership on January ***, 2015 and January’s store credit was refunded on the same day (see
attached image #3).

Upon further investigation, we see that the customer has a remaining store credit of $39.95. The customer initiated a chargeback with their bank which means that their store credit will be frozen until the case is solved. After the investigation is concluded, the customer will either be refunded by their bank, or the bank will contact us and we will be able to unfreeze the customer’s account and offer them a refund.

If there are further comments, questions or concerns, please let us know. 

Best regards,    
****** ******


*** *** ******* **** *****   *** **** ***** ** ***** ****** **************

 

 

2/6/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: 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: ******** *** *** *** ******* **** ***** *** ***** ** ***** ****** **************   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****   ******* ******* ***** ****
 

This is in reply to the complaint ID  #********

First of all, we would like to apologize for the extended time the customer waited on hold when they contacted us by telephone. Wait times usually average between
3-6 minutes, though there is a  peak in the early mornings and afternoons. Our phone lines are open Monday to Friday, from 8:30 a.m.-8:30p.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 ***** 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 *** 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 *** 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: ******************************, 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:


***** *** ****** *** *** ****** **** ****** ***** *** ***** **  *****



OR



******************



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,   

****** ******

 

*** *** ******* **** ***** *** **** ***** ** ***** ****** **************
 

2/5/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered lingerie in February 2014 didn't like the quality and returned it. I then found out this company has been charging me $39. a month fee on a credit card that didn't verify the charges and the credit card only sends me on line statements. Adore me claims I joined their club. I called and told them why would I authorize a $39 a month fee for no product. The only product I received I returned and told them to give me a refund. They refunded December's fee only and cancelled "the VIP" membership that I never joined. This is fraudulent they probably had some fine print I didn't see and I would never spend $39 a month to received nothing in return. How many other people are they scamming? This has costs me $400 for absolutely nothing in return.

Desired Settlement: I want them to refund my credit card. Why should I pay for a service I never wanted and I never received any benefit. I returned the product and they did refund me for the cheap product. But I had no idea they were charging me for a membership I never asked for or would have knowingly subscribed to.

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** ***** ****** **************   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****   ********** ******* *****  ****

 

This is in reply to the complaint ID  #********

Thank you so much for contacting us.

First of all, we would like to apologize to the customer for any inconvenience we may have caused them.

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 ***** reminding them to either skip
the month or make a purchase.  Emails regarding membership sent to the customer in question can be seen attached in image# 2. It appears that the customer has viewed the membership confirmation email that was sent on February ****, 2014, in which the terms of the membership were explained.

VIP members who do not shop or skip by the *** day of each month (11:59:59 p.m. EST), are charged $39.95 and receive the same amount in store credit that they can use towards any purchase on the website. Members may redeem this credit on AdoreMe.com at any time. VIP members who do skip the month (before the *** 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 given the option to request a refund directly, here: ******************************,
within 30 days of the charge.

In order to be eligible for a refund of store credit charged beyond 30 days, the customer must write a letter or send an email to our Claims department explaining the case and why they were not able to call within our 30 day limit to request a refund. All requests sent to the Claims department must be typed and mailed OR emailed to:

***** *** ****** *** *** ****** **** ****** ****** *** ***** ** *****

OR

******************


If there are further comments questions or concerns, please let us know. 

 
Best regards,    
****** ******

*** *** ******* **** ***** *** **** ***** ** ***** ****** **************

 

Consumer Response: Better Business Bureau:

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

 

[Your Answer Here]

 I did not open any email from this business or receive any emails advising me of these charges.  Why would I do this when I returned the item in question and advised them when I returned the item I didn't want any future items.  This is totally a scam.............

 

 

 

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


Sincerely,

*** **********




 *

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** ***** ****** **************   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****

 

Friday, January ****, 2015

This is in reply to the customer’s rejection of our answer to complaint #********

As stated in our Terms and Conditions, here: ***************************************, customers can cancel their membership  at any time by calling Client Services (8:30-8:30 M-F EST) and speaking with a representative . Customers who unsubscribe from the membership receive a confirmation email from our representatives.

Upon checking the customer’s account, we see that they were unsubscribed on 2014-12-**. Moreover, all the store credit charges occurred prior to this date and the customer was sent automated emails regarding every charge (as seen in the image attached to the previous reply). Customers are able to request a refund directly, here: ******************************, within 30 days of the charge.

As we previously mentioned, in order to be eligible for a refund of store credit charged beyond 30 days, the customer must write a letter or send an email to our Claims department explaining the case and why they were not able to call within our 30 day limit to request a refund. All requests sent to the Claims department must be typed
and mailed OR emailed to:


***** *** ****** *** *** ****** **** ****** ****** *** ***** **  *****


OR


******************


If there are further comments questions or concerns, please let us know. 

 

Best regards,    

****** ******


*** *** ******* **** ***** *** **** ***** ** ***** ****** **************

 

Consumer Response: Better Business Bureau:

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

this is an email scsm I never received emails that I would be charged. This business should be closed. I guess I will request in writing a refund and contact the FBI or any other agency I can to get these scam artist closed.

 

 

 

 

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


Sincerely,

*** **********




 

2/4/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have tried contacting Adore Me, since October 2014. I have placed multiple calls, with hold times > 15 minutes, yet have never been able to speak to a customer service representative. I've emailed and received no response. I have reached out to their Live Chat and after five minutes received a response saying that my account could not be canceled via chat, but had to be canceled by calling Customer Support, **************. I've again tried calling but cannot get ahold of anyone to cancel my account, which continues to be charged a monthly credit of $39.95. I have not used this credit and because of that, currently have a credit of $153.85 charged to my account. I've reached out to my credit card provider, whereupon I was told to contact BBB since they were unable to block the transactions.

Desired Settlement: Ultimately my goal is to cancel my account with Adore Me and receive a refund of my current credit of $153.85. My account continues to be charged between the *** and *** of every month.

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** ***** ****** **************   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****   ******* ******* ***** ****
 

This is in reply to the complaint ID #********

First of all, we would like to apologize for the extended time the customer waited on hold when they contacted us by telephone. Wait times usually average between 3-6 minutes, though there is a  peak in the early mornings and afternoons. Our phone lines are open Monday to Friday, from 8:30 a.m.-8:30p.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 and reminder emails before the ***** reminding them to either skip the month or make a purchase.

VIP members who do not shop or skip by the *** 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 *** 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 from their account, within 30 days of the charge.

Upon further investigation, it appears that the customer has been unsubscribed  from the membership on 20 15-01-** and was refunded the store credit for January (see attached image #2).

Moreover, we see that the customer initiated a chargeback with their financial service provider regarding the remaining store credit,  and the said credit was frozen (see attached
image #3).  Unfortunately, there is no further action we can take at the moment. Until the bank concludes the investigation we are unable to refund the customer. The funds are held by a third-party while the dispute is investigated, and upon winning, the customer should received those funds automatically. Upon the initiation of the dispute, the funds are automatically taken out of our account.


If there are further comments questions or concerns, please let us know. 

 

Best regards,    

****** ******

*** *** ******* **** ***** *** **** ***** ** ***** ****** **************

 

 

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. My goal was to be unsubscribed from the service, which was confirmed by the business in their recent communication to you. Pending total refund (post action from the business following the third-party resolution) I see this case as closed.

Thank you, BBB for your efforts. They are greatly appreciated.

Sincerely,

***** ******



 

2/4/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I was not made aware the there would be a monthly charge for the "VIP" service. I called them to tell them that I need to be refunded my full amount since I did not authorize my card to be billed monthly. I had only purchased one item. The women I spoke with on the phone was extremely rude and kept interrupting me and talking over me. I had to ask to speak to her ******* over 5 times before finally being transferred to her *******. Her ******* then proceeded to tell me that they can only reimburse up to 30 days. It is very clear as to how they make their money. I have done my research and they are scamming hundreds of people across the country using this tactic. Never in my life have a heard of a company taking out money from a credit card without my authorization. If the bbb does not help me get this resolved and if I do not get my FULL amount back I will take this to my bank and this will go legal.

Desired Settlement: I want my full amount that they took out of my bank out which was 39.95 per month for the past 5 months which is a total of $199.75.

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** ***** ****** **************   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****   ******** ******** *****  ****


 

This is in reply to the complaint ID #********.

Thank you so much for contacting us.
 

First of all, we would like to apologize to the
customer for the
dissatisfying  service they received.
This is unacceptable and we assure the customer that we are going to
investigate this issue and prevent it from reoccurring.

In regards to the membership, we would  like to
explain how it works. We have attached a screen shot of the shopping cart
with the two payment options offered to the customers at checkout (as seen in
image #1).

Customers who select the VIP Membership option
during checkout are sent a membership confirmation email and reminder
emails before the ***** reminding them to either skip the month or make
a purchase. The membership confirmation email was sent to the customer on 2014-06-** 
(as seen in image #2). The customer was also sent notification emails, that can
also be seen in image #2. Unfortunately, it appears that the customer did not
open these emails.

VIP members who do not shop or skip by the *** 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 *** 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: ******************************,
within 30 days of the charge.

Upon  further
investigation, we see that the customers was unsubscribed from the membership
and was refunded December’s store credit of $39.95 (see attached image #3).

For the remaining $119.85 store credit (4 months’ charge, as
seen in attached image #3), the customer is welcome to contact our Claims Department.

In order to be
eligible for a refund of store credit charged beyond 30 days, the
customer must write a letter or send an email to our Claims
department explaining the case and why they were not able
to call within our 30 day limit to request a refund. All requests
sent to the Claims department must be typed and mailed OR emailed to:


***** *** ****** *** *** ****** **** ****** *********** *** ***** ** 



OR



******************



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,    

****** ******


*** *** ******* **** ***** *** **** ***** ** ***** ********************
 

 

Consumer Response: Better Business Bureau:

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

[Your Answer Here]

 

 I have already put given you my reason of what happened. You can take it and give it to your claims office. Getting my money back is more difficult than it should be. I have looked up your reviews and there are MULTIPLE who are having this same issue. There is obviously something wrong with the way you are executing this supposed "VIP" package. Instead of arguing with the customer you should just give them their money back!!! 

 

 

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


Sincerely,

******* ******




 

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** ***** ****** **************   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****   ******* ******* ***** ****

 

This is in reply to the customer’s rejection of our answer to complaint #********.


Upon further investigation we see that the customer used a part of the remaining store credit ($99.90) for the order placed on Jan ***, 2015 (see attached image).


If there are further comments questions or concerns, please let us know. 


Best regards,    

****** ******


*** *** ******* **** ***** *** **** ***** ** ***** ****** **************


2/3/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

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

Desired Settlement: I would really just like the refund of the amount, as I believe that the credit card charges should not have happened had the representative I spoke with in November properly cancelled my account.

Consumer Response: Better Business Bureau:

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

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

Sincerely,

******* *********



 

2/3/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: 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: Better Business Bureau:

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

Sincerely,

******* ******



 

1/31/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have called customer service 5 times to asked them to remove my card because I no longer use the checking account & I know longer want an account with them. They told me they deleted my account & removed my card but they didn't. Because they didn't my account was in the negative because they continued to take the $35.00 off my card.

Desired Settlement: I would like for my card to be removed & the account closed.

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** ***** ****** **************   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****   ********* ******* *****  ****

 

This is in reply to the complaint ID #********

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.

That being said, we confirm that the customer has been unsubscribed  from the membership on January **** 2015 (see attached image #1). Moreover, it appears that there have been no charges since November. The last charge was refunded on November ***, 2014 (see attached image #2).

If there are further comments questions or concerns, please let us know. 



Best regards,   

****** ******

 

*** *** ******* **** ***** *** **** ***** ** ***** ****** **************

 

 

Consumer Response: Better Business Bureau:

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

Sincerely,

******* ******



 

1/30/2015 Advertising/Sales Issues | Complaint Details Unavailable
1/29/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I place order #********* on 11/**/14. A few days later, I got a email from the company stating the item wasn't in stock and all they were going to do was give me a $10 dollar store credit for the problem. My CC was charged for the items they couldn't deliver. I emailed customer service a few times asking if the item would return into stock or if I would ever get the items I ordered. No responses at all.

Desired Settlement: I would like my CC refunded for the amount. Thank you. Disappointed customer service would not respond.

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** ***** ****** **************   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****   ********** ******* *****  ****

 

This is in reply to the complaint ID  #********

Thank you so much for contacting us.

First of all, we would like to apologize to the customer for the delay in response time from our customer service.

That being said, we see that the customer was automatically sent a voucher code (on November ****) to replace the order that was out of stock (see attached image #1), as well as $10 store credit . This voucher code can be applied towards any purchase on the website and it is the standard procedure in this type of cases.

Upon further investigation, we see that the voucher code has not yet been used, therefore the customer is free to apply it at any time.


If there are further comments questions or concerns, please let us know. 

 
Best regards,    

****** ******


*** *** ******* **** ***** *** **** ***** ** ***** ****** **************

 

1/21/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I made one purchase from this website and ever since then, every month I have to request a refund from the $39.95 they take from my account. I never signed up for that, nor do I see the benefit in having a program like that. It is designed to steal money from unaware customers. Two of the months, I was out of the country without internet and unable to request a refund, and they have as a result stolen $80 from me. I tried to get in touch with them, but they told me that I couldn't cancel my account or resolve my issue over email. I have made several phone calls only to wait on hold for over 30 minutes without ever talking to a representative before hanging up. I can't resolve my issue with them and have to remember to request a refund every month in order not to have $40 taken from me.

Desired Settlement: I would like a refund of the $79.90 taken from me and I would like to be removed from their system.

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** ***** ****** **************   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****

 
******** ******* ***** ****

 

This is in reply to the complaint ID  #********

First of all, we would like to apologize for the extended time the customer waited on hold when they contacted us by telephone. Wait times usually average between 3-6 minutes, though there is a  peak in the early mornings and afternoons. Our phone lines are open Monday to Friday, from 8:30 a.m.-8:30 p.m.

In regards to the membership, we would  like to explain how it works. We have attached a screen shot of the shopping cart with the two payment options offered to the customers at checkout (as seen in image #1).

Customers who select the VIP Membership option during checkout are sent a  membership confirmation email and reminder emails before the ***** reminding them to either skip
the month or make a purchase.

VIP members who do not shop or skip by the *** 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 *** 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: ******************************, within 30 days of the charge.

Upon further investigation, we see that the customer  did request refunds for each month, except for the month of  May (see attached image #2). The shopper is welcome to use this $39.95 store credit like cash on our site at any time (within 12 months of the original charge) or contact our Claims Department directly.

In order to be eligible for a refund of store credit charged beyond 30 days, the customer must write a letter or send an email to our Claims department explaining the case and why they were not able to call within our 30 day limit to request a refund. All requests sent to the Claims department must be typed and mailed OR emailed to:


***** *** ****** *** *** ****** **** ****** ****** *** ***** ** *****


OR


******************


Moreover, we now confirm that the customer has been unsubscribed from the membership (see attached image #3).

If there are further comments questions or concerns, please let us know. 

 
Best regards,    

****** ******


*** *** ******* **** ***** *** **** ***** ** ***** ****** **************

 

 

 

 

1/17/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

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

Desired Settlement: I want to have the VIP membership cancelled immediately and my credit card information removed from your system (your website does not allow me to delete it myself). I do not authorize further charges with your company. I also hope they consider changing their protocols. I would be much happier to order from them if I didn't have to deal with this VIP madness. I also think they should reconsider their refund/cancel policy. You should be able to cancel with email, online, etc not just by phone (and not have to wait until your order physically arrives either) and you should be able to get a refund whenever you please (as t is my personal money anyways).

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** ***** ****** **************   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****   ******* ******* ***** ****

 

This is in reply to the complaint ID  # ********

In regards to the membership, we would  like to explain how it works. We have attached a screen shot of the shopping cart with the two payment options that are always offered to the customers at checkout (as seen in image #1).

Customers who select the VIP Membership option during checkout are sent a  membership confirmation email and reminder emails before the ***** 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 *** 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: ******************************, within 30 days of the charge.

Upon further investigation, we see that  the customer did not skip two months, and as a result, they accumulated $79.90. The customer used $44.95 for the order on Dec **** and $34.95 for the order on Dec **** (see attached image #2). The customer had, indeed, already used $5 of their December store credit to place the order on Dec **** and , as a result, had a remaining store credit of $34.95. A ******* in our customer service team would have been happy to review the case and offer a solution. Unfortunately, as the shopper has since placed an order with the remaining credit we are unable to issue a refund for the amount in question. We would like to apologize to the customer for any inconvenience this may have caused.

That being said, we now confirm that the customer has been unsubscribed from the membership once again (see attached image #3).

If there are further comments questions or concerns, please let us know. 

 
Best regards,    

****** ******

 

*** *** ******* **** ***** *** **** ***** ** ***** ****** **************

 

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is resolved. The matter has been resolved solely because I myself have finally been able to unsubscribe after calling and going through many obstacles to do so however I am still unsatisfied with this business and feel as if their practices are simply unethical.

As for screenshot number one, my screen did not look like that so they may want to have their tech department look into that. After all the issues I had, I purposely went on the website and put items in my cart and distinctly looked for a "pay as you go" option however there was none available. Additionally, the reason I did not skip the two months was because I was unaware I was even being charged for them in the first place. When I saw I was being charged for the membership (on my credit card statement), I did use the amounts (because when I called I was told I had to in order to process the cancellation. Otherwise my money would be lost). In their response, they also mentioned that I could've spoke to a *******, however not once when I called and expressed my dissatisfaction was I provided with this option. Simply put, if their practices weren't so suspect then there wouldn't be hundreds of complaints stating the same things. I will never order from them again and would like to warn others to beware of their practices too. Trust me it is not worth the hassle and no one should have to deal with this. 

*** ******



 

1/15/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a trial item, and returned it within the return window, along with a written cease and desist / cancellation order, directing Adore Me to refund the purchase of the trial item, send me no further items, and charge my card no further. I asked that my account be canceled completely. My online account with Adore Me shows that they received the return and the written cancelation (it was included with the item returned). The company proceeded to ignore the cancellation order, and started charging my credit card on a monthly basis, WITHOUT SENDING ME ANY MERCHANDISE. Yes, Adore Me was just charging my card, and turning around and issuing me a "store credit". This happened a total of 5 times. I demanded a refund, asked why my written request to cancel the subscription was ignored, and was told several interesting things: - They acknowledged receipt of the written cancelation - They intentionally disregarded it, as "they only acknowledge VERBAL cancelation requests" - They acknowledged that they continued to charge my card and not send me any merchandise - They refused to refund any but the most recent charge, and told me to use the store credit "to give people gifts". If I had any intention of buying my friends sub-standard bra/panty sets, I would have done so. The nerve of a company taking my money without permission, against my direct orders, consists of theft and credit card fraud. Doing so and then proceeding to tell me how to use said funds it is preposterous beyond belief. I have canceled the credit card that was being used so that no additional charges can be fraudulently made.

Desired Settlement: I am seeking a FULL refund of the total amount charged to my card that has yet been un-refunded. I would further like a revision of company policy to explicitly state that written notices of cancelation will be honored immediately, thereby preventing any other people from being charged like this. Furthermore, I would like the BBB of New York to investigate New York law to see if a crime has been committed on grounds of the company ignoring my written cancelation. If credit card fraud has indeed been committed by this company, I will be taking further action.

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** ***** ****** **************

 
*** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****
 

Thursday, January ***, 2015




This is in reply to the complaint ID #********

First of all, we would like to apologize to the customer for the dissatisfying  service they received. This is unacceptable and we assure the customer that we are going to
investigate this issue and prevent it from reoccurring.

In regards to the membership, we would  like to explain how it works. 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 ***** reminding them to either skip the month or make a purchase. The customer chose the VIP option (we do not offer a trial option, as the customer mentioned) and the membership confirmation email was
sent to the customer on 2014-07-** (as seen in image #2). The customer was also sent notification emails, that can also be seen in image #2. Unfortunately, it appears that the customer did not open these emails.

VIP members who do not shop or skip by the *** 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 *** 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: ******************************, within 30 days of the charge.

That being said, by using the Adore Me.com, Corp. website customers agree to follow and be bound by our Terms and Conditions , here: ***************************************. We have attached the part about membership cancellation  (image #3). The customer mentioned that they included a written cancellation request with they return package. Unfortunately,  returned packages are received and processed by our warehouse and warehouse employees do not have access to customers’ personal information and accounts.

However, upon  further investigation, we see that the customer contacted us by telephone on December ***, was unsubscribed from the membership and was refunded December’s store credit of $39.95 (see attached image#4).

Moreover, after reviewing the customer’s  account it appears that they initiated a chargeback for a part of their store credit. For the remaining store credit ,  the customer is welcome to contact our Claims Department.  In order to be eligible for a refund of store credit charged beyond 30 days, the customer must write a letter or send an email to our Claims department explaining the case and why they were not able to call within our 30 day limit to request a refund. All requests sent to the Claims department must be typed and mailed OR emailed to:

Adore Me: Claims

*** *** ****** **** ****** *********** *** ***** ** 

OR

******************


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,    

****** ****** *** *** ******* **** ***** *** **** ***** ** ***** ****** **************
 Tell us why here...

1/14/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I wish to dis enroll from the VIP program and contacted customer service via email, was informed that I would have to call their 800 number. I called that number several times and waited for at least 10 minutes before system disconnected my call. Company clearly providing barrier to disenrollment.

Desired Settlement: Remove me from VIP program and don't charge me anything additional.

Business Response:  

******** *** *** *** ******* **** ***** *** ***** ** ***** ****** **************   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****   ******* ******** ***** ****
 

This is in reply to the complaint ID #********



Thank you so much for contacting us.

 

First of all, we would like to apologize to the customer for any inconvenience that was caused. We are sorry to hear that the customer encountered difficulties upon contacting us by telephone. Unfortunately, it appears that we experienced technical issues that caused a number of calls to be disconnected.

That being said, we now confirm that the customer has been unsubscribed from the membership (see attached image #1), therefore there will not be any charges for store credit in the future.

If there are further comments questions or concerns, please let us know. 

 

Best regards,    

****** ******


*** *** ******* **** ***** *** **** ***** ** ***** ****** **************

 

 

                                                                                         

Consumer Response: Better Business Bureau:

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

Although they cancelled my subscription, they did not address my updated issue regarding only receiving a partial refund for my returned merchandise, after not disclosing that there would be a charge.  I wish to receive the remaining portion of my refund, as my return has been confirmed.  A full refund will fully resolve my complaint.

 

 

 

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


Sincerely,

****** ******




 

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** ***** ****** **************   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****   ********** ******* **** ****

 

This is in reply to the customer’s rejection of our answer to complaint #********

Thank you so much for contacting us. We would like to apologize for not addressing the additional issue that the customer had brought up.

That being said, we are sorry to hear that the customer felt misinformed. It is clearly mentioned in our return policy on the website, here ************************************* and also in our Terms and conditions, that each returned set is subject to a $5.95 restocking fee (also see attached image #1). Moreover, each customer receives an automated email as soon as their returned order is received and processed by our warehouse, which states that they are able to choose between a free exchange or a refund of the initial amount minus the $5.95 restocking fee.

We apologize for any inconvenience that may have been caused to the customer. If there are further comments questions or concerns, please let us know. 


Best regards,    

****** ******



*** *** ******* **** ***** *** **** ***** ** ***** ****** **************
 

Consumer Response: Better Business Bureau:

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

The explanation is unsatisfactory, the info was not reasonably presented i.e. I read in a reasonable manner and did not see such a caveat, and I want my money back.  Considering the amount of time and trouble I went through trying to cancel and wait for these various responses they need to refund me the $5.95 and we will call it even.

 

 

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


Sincerely,

****** ******




 

1/14/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I made a purchase on adoreme's website, and after the purchase I notice a charge of 39.95 per month for the last three months. I did not authorize this charge, and I did not sign up for a membership. I called the billing the department of adoreme and asked why I was being charged 39.95 a month after I made a purchase and they stated I signed up for a monthly membership, I told the representative I did not signup for any membership and I want a full refund. The representative refused the cancel the so called membership I signed up for and also refused to stop billing me, and also refused to give me a full refund for all of the unauthorized charges. This is fraudulent and constitutes criminal behavior on the part of management. I will also take legal action, and contact the justice department. Even my bank Wells Fargo refused to accept a credit card dispute, stating I signed up for the membership when I made the purchase, completely absurd and ludicrous.

Desired Settlement: I want a full refund, and a criminal investigation into this company's actions. I also want to be paid for my time, and for all of the phone calls as a result.

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** ***** ****** **************   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****

 

Wednesday, January ***, 2015

This is in reply to complaint ID#******** 

First of all, we would like to apologize to the customer for the dissatisfying  service they received. This is unacceptable and we assure the customer that we are going to
investigate this issue and prevent it from reoccurring. 

In regards to the membership, we would  like to explain how it works. 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 ***** reminding them to either skip the month or make a purchase. The membership confirmation email was sent to the customer on 2014-09-** as seen in image #2). The customer was also sent notification emails, that can also be seen in image #2. Unfortunately, it appears that the customer did not open these emails.

VIP members who do not shop or skip by the *** 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 *** 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: ******************************, within 30 days of the charge.

Upon  further investigation, we see that the customer was unsubscribed from the membership and was refunded December’s store credit of $39.95 (see attached image #3).

For the remaining $79.90 store credit (2 months’ charge, as seen in attached image #4), the customer is welcome to contact our Claims Department.

In order to be eligible for a refund of store credit charged beyond 30 days, the customer must write a letter or send an email to our Claims department explaining the case and why they were not able to call within our 30 day limit to request a refund. All requests sent to the Claims department must be typed and mailed OR emailed to:


Adore Me: Claims

*** *** ****** **** ****** *********** *** ***** ** 



OR



******************



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,     

****** ****** *** *** ******* **** ***** *** **** ***** ** ***** ****** **************

 

 Tell us why here...

1/13/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: 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: ******** *** *** *** ******* **** ***** *** ***** ** ***** ****** **************   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****
 

Monday, January ***, 2014

 

This is in reply to the complaint ID # ********

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 ***** 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 *** 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 *** 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: ******************************, 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,   

****** ******

 

*** *** ******* **** ***** *** **** ***** ** ***** ****** **************

 

 

 

1/13/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have called three months in a row trying to cancel my account. After holding for 15 minutes each time calling I was given various reasons why they would not cancel my account. The most recent call I held 15 minutes, I asked to speak to a ********** when the rep would not cancel my account. She refused to get a supervisor. I asked to be put on hold so she could get a supervisor. She said "fine I will put you on hold". Held for another 15 minutes until a woman came back claimed could not hear me and hung up.

Desired Settlement: I need my account cancelled and no other charges put on my credit card.

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** ***** ****** **************   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****   ******* ******* **** ****

 

This is in reply to the complaint ID #********

First of all, we would like to apologize to the customer for any inconvenience that was caused. We are sorry to hear that the customer encountered difficulties upon contacting us by telephone.

That being said, we now confirm that the customer has been unsubscribed from the membership on December **** (see attached image #1), therefore there will not be any charges for store credit in the future.

If there are further comments questions or concerns, please let us know. 


Best regards, 

****** ******

 

*** *** ******* **** ***** *** **** ***** ** ***** ****** **************

 

 

1/12/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: On 11/**/14 I made an order of two sets, it was buy one get one free. The purchase price for both sets was $39. 95. The order # is *********. On 11/**/14, I received an email from Adore Me stating my package will be delivered to me by 11/**/14-12/*/14 via ****. On 12/*/14, I did not received my package. I called Adore Me, they told me it was delivered to **** ****** **** ******** ** ***** on 11/**/14. I no longer live at this address. I ordered from Adore Me once when I lived at that address. My last two orders, the package came to my current address **** ****** **** *** ***** ** ***** and I've made this change on my account. The customer service rep told me sometime the old address will default back on the account. I ask her what are the next steps because I do not live on ****** that address is a building complex. She told me I would need to file a claim with the post office and call back with the claim number. I went to the post office on 12/*/14 to file a claim. The post office was hesitant about filing the claim because they say the sender (retailer) should file the claim because they need information regarding the package such as, if the packaged was insured, how much they paid to ship the package. For me it was free shipping and I did not have that information. The post office went on ahead and completed the claim form without the sender's packaging information. On 12/*/14 I called Adore Me to give them the claim number *********. The customer service rep told me that was not the right number, the number usually start with a CL. I explained to her this is the number that is on the form and I also told her what the post office told me regarding it being the sender's responsibility to make a claim. The customer service rep told me that was wrong. the post office had me fill out the wrong form and that she never heard the sender needing to make the claim. She mentioned ***. I told her, the package was not sent via *** it was sent via the ** ****** *******, maybe their process is different. I ask to speak with a ******* or ********** she said one was not available. She said she escalated the call and a ******* or ********** will call me back. It's been 2 two days and I have not received a call from anyone. Adore Me has my money but I do not have my items that I've purchased. I should not be the go between person for Adore Me and the post office to receive my items. This is not good customer service. When you go to the post office website, under file a claim, it list all the information needed to file a claim ************************************* Most of the information I did not have when I filed the claim. I fill like this is thievery because Adore Me received payment for the items but I do not have my items that I've purchased.

Desired Settlement: I would like my items shipped to me at my current address and it should be a next day delivery for compensation of inconveniencing me. I had to go to the post office on a Saturday because I work Mon-Fri. I had errands I had to run for my parents that they cancelled because I was in the post office for a very long time trying to get this issue resolved. Or Adore Me can refund me my money.

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** ***** ****** **************   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****   ******* ******* **** ****

 

This is in reply to the complaint ID #********

First of all, we would like to apologize to the customer for the inconvenience that was caused. The procedure in case of lost packages is as follows: the customer needs to start an investigation with the **** to locate their missing package. This can be done by the customer, simply by calling **************; the **** will follow up with them within 48-72 hours with their discovery. The customer did not need to file a claim with their post office. We are sorry to hear that the customer felt misinformed regarding this procedure.

That being said, upon further investigation, we see that the customer was sent a voucher code as a replacement for the order that was not received. The code was not correctly applied towards order # *********, on December **** (see attached image #1); however, the customer was refunded the full amount that had been charged (see attached image #2).

If there are further comments questions or concerns, please let us know. 


Best regards,   
****** ******

 
*** *** ******* **** ***** *** **** ***** ** ***** ****** **************

 

 

1/12/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased one item in February of 2014 and was charged an additional $39.95 in March. I called and cancelled the VIP membership and was refunded the $39.95. Randomly in August of 2014 I was charged again. I called again and explained I had cancelled and the refunded the charge. In On December *** I saw that I was charged again. I called and waited on hold for 20 minutes and had to hang up. I called again on 12/** and waited 27 minutes and someone finally picked up. I told her the problem. She was rude and told me I did not read the fine print. I agreed I had not the first purchase but had called 2 other times to cancel and get refunds. She said she could see in my account I had requested the refunds but said I did not ask for a cancellation. I asked why would I do that and never purchase anything else and have not asked for a cancellation? She told me because I didn't know what I was doing! She was extremely rude. She said she would refund my December charge but there were also charges for September, October and November that it was too late for a refund and that amount would remain in my account but now that I "cancelled" my membership every item would be $59.95 instead of $39.95! Asked to talk to a **********. She said none was available. I asked when they would be available and she said should could not tell me that because she was not a **********! I told her unless she was the ***** of the company there was someone over her. She said there was no way for me to talk to a **********. I told her I knew that was not true. She said she would put in a quay for an available ********** but there would never be one available. She again put me on hold and after another 10 minutes I had to go back to work and had to hang up. Tonight I tried to get into my account to see how much was in there and just order something to at least het something from the $120 I paid and did not get refund and it says my account balance is $0!!!!! I feel I have been totally ripped off with no way to talk to a **********.

Desired Settlement: I would like the three months I paid for refunded or credit to buy 3 items or $39.95.

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** ***** ****** **************   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****

 

Friday, January ***, 2014

 

This is in reply to the complaint ID # ********

First of all, we would like to apologize for the extended time the customer waited on hold when they contacted us by telephone. Wait times usually average between
3-6 minutes, though there is a  peak in the early mornings and afternoons. Our phone lines are open Monday to Friday, from 8:30 a.m.-8:30p.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 reoccurring.

That being said, upon further investigation we see that the customer placed order # ********* on December **** 2014, using the remaining $119.85 store credit (see attached image #1). Moreover, upon checkout, the customer chose the VIP option, thus subscribing once again to the membership (see attached image #2).

Please note that one of the benefits of the VIP membership is $10 off any set (this is also mentioned upon checkout, as seen in attached image #3).

If there are further comments questions or concerns, please let us know. 

Best regards,    
****** ******

 

*** *** ******* **** ***** *** **** ***** ** ***** ****** **************



1/7/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased from Adoreme.com one time in October. I received my order and didn't care for what I got but I figured you win some you lose some so I didn't return it. I was moving on from their services and I had no plans to order from them again. November came and I got a bill from my credit card company for 39.95 for adoreme.com. I was shocked as I knew I had not ordered anything from them. I come to find out that they charge you to have your account and auto-bill you for each month and just leave the credit add up on your account. I called the next business day and asked for a refund and to cancel my account as I no longer wanted to order from them and I didn't want to be auto-billed anymore. I spoke with someone that sounded like they were in India or something and they assured me that I would be refunded the full amount and that they would cancel my account. Neither of which actually happened. It is December now and I have been auto-billed again after I was assured that my account was closed and I wouldn't be billed. I called them again and stressed to them that I don't want to have any credit with them and I wanted to close my account and get the 39.95 refunded. They told me that they would not refund the original 39.95 that I asked for but they would refund the money from this month. So they auto-billed me 3 times and each time I asked for a refund AND to CANCEL my account. They still haven't refunded my original 39.95 stating that it has been more than 30 days. It is more than 30 days now, but originally I called them right after I received my statement and told them to refund my money and cancel my account. Still waiting 3 months later and no refund. It has been more than 30 days now but they said they were refunding it 2 months ago. How is it my fault that they don't do what they said that they would?!? Terrible customer service and quite a SCAM.

Desired Settlement: Refund my original 39.95 that I asked for 2 months ago and CANCEL my account!!! NO MORE AUTO-BILL

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** ***** ****** **************   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****

 
******* ******* **** ****

 

This is in reply to the complaint ID #********.

In regards to the membership, we would  like to explain how it works. We have attached a screen shot of the shopping cart with the two payment options offered to the customers at checkout (as seen in image #1).

Customers who select the VIP Membership option during checkout are sent a membership confirmation email and reminder emails before the fifth reminding them to either skip the month or make a purchase. VIP members who do not shop or skip by the *** 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 *** 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: ******************************* within 30 days of the charge.

That being said, we now confirm that the customer has been unsubscribed on 12/**/2014 (see attached image #2).

Please note that the remaining store credit is from October (the customer placed their first order in September and the first charge for store credit occurred on October ****), see attached image #3.

For the remaining $39.95 store credit, the customer is welcome to contact our Claims department.

In order to be eligible for a refund of store credit charged beyond 30 days, the customer must write a letter or send an email to our Claims department explaining the case and why they were not able to call within our 30 day limit to request a refund. All requests sent to the Claims department must be typed and mailed OR emailed to:

Adore Me: Claims

*** *** ****** **** ****** *********** *** ***** ** 

OR

******************


We will analyze the case and provide an answer by email within 10 business days .

If there are further comments questions or concerns, please let us know. 


Best regards,
****** ******


*** *** ******* **** ***** *** **** ***** ** ***** ****** **************

 

Consumer Response: Better Business Bureau:

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

[Your Answer Here]

I fully understand how to read. I tried to cancel as I said in my original statement. These people have a very shitty business plan that screws their customers. I tried to cancel multiple times and tried to get a refund multiple times before the 30 day limit. I was assured that it was taken care of multiple times and they didn't do anything. Read my complaint. They are thieves that is all there is to it. 

 

 

 

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


Sincerely,

**** ****




 

1/7/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: 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: ******** *** *** *** ******* **** ***** *** ***** ** ***** ****** **************   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****   ******* ******* ****  ****

 

This is in reply to the complaint ID #********

First of all, we would like to apologize for the extended time the customer waited on hold when they contacted us by telephone. Wait times usually average between
3-6 minutes, though there is a  peak in the early mornings and afternoons. Our phone lines are open Monday to Friday, from 8:30 a.m.- 8:30 p.m.

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 reoccurring

Upon further investigation we see that the customer has been unsubscribed on December **** 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 ******** 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,    

****** ******



*** *** ******* **** ***** *** **** ***** ** ***** ****** **************
 

Consumer Response: Better Business Bureau:

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

Sincerely,

******* *****



 

1/6/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have two complaints with this business. I have tried calling them but have been unsuccessful and have been hung up on. FIRST I simply want to cancel their VIP membership - which they signed me up for automatically. With this "membership" I am charged $39.99 EVERY month if I don't click a skip button in an email they send me within a short period of time (It has been around 1-2 days for me before their deadline where they will charge me) SECONDLY, I purchased 3 products through them, one of the products was out of stock and I was notified of this after my purchase. However, they will not refund me for the item! I have tried calling and emailing and they keep telling me "it is not within their policy"! So now I do not have the item or the money!

Desired Settlement: I would like for them to send me written proof that my VIP membership has been cancelled and to refund my purchase ($39.99) that they could not send me.

Business Response:  
******** *** *** *** ******* **** ***** *** ***** ** ***** ****** **************   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****
 

Tuesday, December ****,  2014

 

This is in reply to the complaint ID #********.

Thank you so much for contacting us.

First of all, we would like to apologize to the customer for the dissatisfying  service they received. 

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 ***** reminding them to either skip the month or make a purchase.  VIP members who do not wish to make a purchase are able to skip the month before the *** of the month by clicking the „Skip the month” button, located in their showroom.

Upon further investigation, we see that the customer was unsubscribed from the membership on December ****  (see attached image #2).

Moreover, regarding the set that was not received, we sent an automatic notification to the customer on December *** (the order was placed on December ***) that the set was out of stock, and we offered a voucher code that the customer was able to use to order any other set on the website, plus $10 store credit as an apology (see attached image #3). However, the customer declined this offer, and one of our representatives issued a refund for $7.95, the cost of the set that was out of stock, (see attached image #4).

If there are further comments questions or concerns, please let us know. 

Best regards,

****** ******


*** *** ******* **** ***** *** **** ***** ** ***** ****** **************

 

1/6/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I called Adore Me to cancel a membership, because I am being laid off from my job in February and I did not want any chance of them billing my account for goods not purchased as per their agreement. Their customer service representative told me I would receive email confirmation of cancelation. But when I got the email they only put me on payment vacation, which is 3 months of not having to respond to them to skip the month. When I called them back to complain and try again to cancel, I was told that they had put me on payment vacation and their system would not allow them to cancel my membership until the 3 months has passed. I asked to speak with a supervisor and she told me she was the superior on duty and was not able to do anything for me.

Desired Settlement: I want my membership canceled immediately.

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** ***** ****** **************   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****

 

Friday, January ***, 2014

 

This is in reply to the complaint ID #********

First of all, we would like to apologize to the customer for the dissatisfying  service they initially received. We hold our employees to extremely high standards of performance and take complaints seriously. Being unhelpful to a customer is entirely unacceptable, and we intend to take the appropriate measures.

Upon further investigation, we see that the customer’s membership has been canceled on December **** by a manager in our team (see attached image #1), who also sent a confirmation email to the customer.

If there are further comments questions or concerns, please let us know.
 

Best regards,    

****** ******

 

*** *** ******* **** ***** *** **** ***** ** ***** ****** **************

 

 

Consumer Response: Better Business Bureau:

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

Sincerely,

******** *****



 

1/5/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered one set from their website in Sept 2014. I was not made aware that they automatically sign you up for their "VIP Membership" and charge your credit card $39.95 per month. I've seen charges on my credit card in Oct & Nov of 2014. I have contacted my credit card company to dispute the charges. Adore Me does NOT let you can this "membership" online. They state that you must call their customer service line. I have tried 3 times to call - each time I hear the same initial "your wait time is approximately 3 minutes", same song, same ads, same "we're sorry about your wait" that is repeated over and over. Even after waiting 15 minutes, I have not been able to get through to a human being. I want these charges refunded and this "membership" cancelled. No one should have to log onto their website once a month during a 5 day period and "skip the month" to NOT be charged the $39.95.

Desired Settlement: Refund of $79.90 (for Oct & Nov 2014 charges)

Business Response:   ******** *** *** *** ******* **** ***** *** ***** ** ***** ****** **************   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****   ******* ******** ***** ****
 

This is in reply to the complaint ID #********.



Thank you so much for contacting us.

 

First of all, we would like to apologize to the customer for any inconvenience we may have caused them.


In regards to the membership, we would  like to explain how it works. We have attached a screen shot of the shopping cart with the two payment options offered to the customers at checkout (as seen in image #1).  Customers just need to click on the „What do I need to do as a VIP?” button and they receive the information regarding the VIP membership (as seen in image #2).

Customers who select the VIP Membership option during checkout are sent a membership confirmation email and reminder emails before the ***** reminding them to either skip the month or make a purchase. The membership confirmation email was sent to the customer on 2014-09-** (as seen in image #3). The customer was also sent notification emails, that can also bee seen in image #3. Unfortunately, it appears that the customer did not open these emails.

VIP members who do not shop or skip by the *** 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 *** 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: ******************************, within 30 days of the charge. Please note that in order to be eligible for a refund of store credit charged beyond 30 days, customers must  send an email to our Claims department, ******************, explaining the case and why they were not able to call within our 30 day limit to request a refund.

Moreover, upon further investigation, we see that the customer was unsubscribed from the membership and was refunded November’s store credit of $39.95 on December ***, 2014 (see attached image #4).


If there are further comments questions or concerns, please let us know. 


Best regards,    

****** ******

*** *** ******* **** ***** *** **** ***** ** ***** ****** **************

 

 

12/29/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: This company automatically signed me up for a "VIP" program without making me aware of the details: specifically that membership involves charging my credit card every month for a store credit. I have called the store several times: on two phone calls I asked a customer representative to remove me from the VIP list. The first time they ignored my request. The second time, I specifically asked twice, and received verbal confirmation that they would remove me from the VIP program. They told me I would receive a confirmation email and the email never came. In addition, the VIP program states in writing that I have the option of logging in before the *** of the month to cancel the credit card charge. Since I didn't get a confirmation email after the last phone call, I logged in this month, but could not find a way to cancel the credit card charge, so I though maybe I had been removed as promised, but the charge has shown up again.

Desired Settlement: I would like them to: 1. Cease their deceptive and misleading business practices, specifically by communicating to new customers all the details of the VIP program before signing them up and making it possible to unsubscribe online or extend phone hours to make it more accessible. 2. Provide me with a written letter of apology for their failure to do business in a straightforward and honest manner. 3. Refund my credit card for the charge this month. 4. Remove me from the VIP program within 5 business days and do not contact me with any promotions or sales offers.

Business Response: AdoreMe, Inc
*** *** ******* **** *****
*** ***** ** *****
Phone: **************
 

The Better Business Bureau, New York
** **** **** ******* **** *****
*** ***** ** *****

 

******, December ****,  2014

 



This is in reply to the complaint ID ********.

Thank you so much for contacting us.


First of all, we would like to apologize to the customer for the dissatisfying  service they received. This is unacceptable and we assure the customer that we are going to
investigate this issue and prevent it from reoccurring.

In regards to the membership, we would  like to explain how it works. We have attached a screen shot of the shopping cart with the two payment options offered to the customers at checkout (as seen in image #1).

VIP members who do not wish to make a purchase are able to skip the month before the *** of the month by clicking the „Skip the month” button, located in their showroom (see attached image #2). The membership is also explained on the „How it works” page, here: ***********************************

 
VIP members who do not shop or skip the *** day of each month (******** **** ***), 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 *** day ******** **** ***) 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: ******************************, within 30 days of the charge. Upon further investigation, we see that the customer received a refund for each of the three months they were charged (see attached image #3).

Furthermore, we now confirm that the customer has been unsubscribed from the membership (see attached image #4), therefore there will not be any other charges for store credit in the future. Also, the customer’s email address has been unsubscribed from the newsletter.

We also confirm that a manager in our customer service team has sent a letter of apology to the customer, via email.

If there are further comments questions or concerns, please let us know. 

 
Best regards,    

****** ******


*** ********** **** *****
*** **** ***** ** *****
Phone: **************

 

12/29/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased 1 item from this company in April of 2014. After that, I unsubscribed from this company in that I wanted nothing more to do with them or their services offered. Just recently checking my banking account, I was charged each month after that one purchase. My banking account is being charged $39.95 a month for something I did not sign up for. I was unaware of these charges to my account until now. I was charged over $200 since April from this company. When I contacted customer service, I asked to speak with the ******* of customer service which was very rude with me raising her voice while speaking with me. She told me she could not do anything for me and to contact claims service of their company.

Desired Settlement: I would like to be refunded the amount since April in which my banking account has been charged for something I was unaware of.

Business Response: AdoreMe, Inc

*** *** ******* **** *****

*** ***** ** *****

Phone: **************



The Better Business Bureau, New York

** **** **** ******* **** *****

*** ***** ** *****







******, December ***,  2014






This is in reply to complaint  # ********.

In regards to the membership, we would  like to explain how it works. Customers who select the VIP Membership option during checkout are sent a membership confirmation email and reminder emails before the ***** reminding them to either skip the month or make a purchase. VIP members who do not shop or skip the *** day of each month (******** **** ***), 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 *** day ******** **** ***) may change their minds and are free to shop any item in their showroom throughout the month. Please note this is an automatic billing, and members who do not participate in the active membership may accumulate store credits. Credits expire 12 months after the charge. Emails regarding membership sent to the customer in question can be seen attached in image# 1.


Upon further investigation, we can confirm that the customer was unsubscribed from the membership on November **** (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 **** (see attached image #3).


If there are further comments questions or concerns, please let us know. 



Best regards,    
****** ******



*** *** ******* **** *****
*** **** ***** ** *****
Phone: **************

 

 

Consumer Response: Better Business Bureau:

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

I have not been refunded the full amount Adore Me has (AUTOCHARGED) my banking account each month, which happened in a very unethical way of scamming customers into a VIP service automatically when you choose to buy a product at a reduced price. As shown in the refund attachment from the company, it is listed I was AUTOCHARGED seven times at $39.95 for the total amount of $279.65. However, I was only refunded the amount of $239.70 as shown in the attachments. I emailed the claims department twice, asking for a justification of why I was not fully refunded for the seven times that I was AUTOCHARGED at $39.95, with the dates and amounts straight from my banking account statement of the charges. I received no response from the company, and I am still looking for a justification for why I was not fully refunded.

 

 

 

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


Sincerely,

**** *****




 

Business Response: AdoreMe, Inc

*** *** ******* **** *****

*** ***** ** *****

Phone: **************



The Better Business Bureau, New York

** **** **** ******* **** *****

*** ***** ** *****



 
******, December ****,  2014


This is in reply to the customer’s rejection of our answer to complaint # ********.



First of all, we would like to apologize for this error. We now confirm that the remaining charge was refunded and it will be available in the customer’s bank account in 1-2 business days (see attached image).

If there are further comments questions or concerns, please let us know. 



Best regards,

****** ******
 

*** *** ******* **** *****
*** **** ***** ** *****
Phone: **************

12/26/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I signed up to receive a matching bra and pantie set. I saw the add via ********. It said I could get the set for a discounted price. I clicked on the link found a set I liked and ordered it. Newberry once did I see anything about a membership or it automatically taking money from my account. My husband sites all our finances and thought I signed up for this so never mentioned the money coming out of our account every month. I have been charged since July and not received anything! I called to get reimbursed for this money and they refuse to do so. Even though I have never received anything but have been billed for 6 months. I want my money back for the 6 months of nor receiving anything. It's pretty obvious this is a scam just by the way the customer service representatives handle you on the phone. They will not let you talk to a manager and you're on hold for at least 20 minutes. They are short with you and rude.

Desired Settlement: I want to be refunded for all the automatic payments since July. I won't stop filing reports until the refund me. Until someone contacts me and refunds me I will right bad reviews on every site I can find.

Business Response:
AdoreMe, Inc

*** *** ******* **** *****

*** ***** ** *****

Phone: **************

 

The Better Business Bureau, New York

** **** **** ******* **** *****

*** ***** ** *****

 

******, December ****, 2014

 

This is in reply to the complaint ID ********

Thank you so much for contacting us.

First of all, we would like to apologize to the customer for the dissatisfying  service they received. This is unacceptable and we assure the customer that we are going to investigate this issue.

In regards to the membership, we would  like to explain how it works. We have attached a screen shot of the shopping cart with the two payment options offered to the customers at checkout (as seen in image #1).  Customers just need to click on the „What do I need to do as a VIP?” button and they receive the information regarding the VIP membership (as seen in image #2).

Customers who select the VIP Membership option during checkout are sent a membership confirmation email and reminder emails before the ***** reminding them to either skip the month or make a purchase. The membership confirmation email was sent to the customer on 2014-**-12 (as seen in image #3). The customer was also sent notification emails, that can also be seen in image #3. Unfortunately, it appears that the customer did not open these emails.

VIP members who do not shop or skip by the *** day of each month (******** **** ***), 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 *** day ******** **** ***) 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: ******************************, within 30 days of the charge.

Upon  further investigation, we see that the customers was unsubscribed from the membership and was refunded December’s store credit of $39.95 (see attached image #4).

For the remaining $199.75 store credit, the customer is welcome to contact our Claims department.

 In order to be eligible for a refund of store credit charged beyond 30 days, the customer must write a letter or send an email to our Claims department explaining the case and why they were not able to call within our 30 day limit to request a refund. All requests sent to the Claims department must be typed and mailed OR emailed to:



Adore Me: Claims

*** *** ******

**** ****** *********** *** ***** ** 



OR



******************



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,    
****** ******


*** *** ******* **** *****

*** **** ***** ** *****

Phone: **************

 

 

12/25/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: 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: Better Business Bureau:

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

Sincerely,

****** *****



 

12/24/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: 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: Better Business Bureau:

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

Sincerely,

*** *****



 

12/19/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I followed an advertisement from ******** to Adore me and ordered a set of bra and panty for $24.95. I recevied the product and it was fine. However, several months later, when I checked my bank statements, I found that Adore Me charged me a monthly fee of $39.95 (total of 2 months). I called and tried to get an refund and ask about how the charge is for. They told me that I am on a VIP membership program which the charged $39.95 will turn into store credit. I've never agreed to join the said program but they insisted that I picked that option when I was placing my first order. I never received any communication about the said VIP membership program. At the end, they are only willing to refund one of the $39.95 since they have a "30 day refund policy" Since they didn't communicate clearly about the membership program, I feel scammed and I don't think this is a honest business practice.

Desired Settlement: Refund my other $39.95

Business Response:  

AdoreMe, Inc

499 7th Avenue, 19th Floor

New York, NY 10018

Phone: **************

 

The Better Business Bureau, *** ****

** **** **** ******* **** *****
*** ***** ** *****

 

******, December ****,  2014

 

This is in reply to the complaint ID ********.

Thank you so much for contacting us.

First of all, we would like to apologize to the customer for any inconvenience we may have caused them.

 
In regards to the membership, we would  like to explain how it works. We have attached a screen shot of the shopping cart with the two payment options offered to the customers at checkout (as seen in image #1).  Customers just need to click on the „What do I need to do as a VIP?” button and they receive the information regarding the VIP membership (as seen in image #2).

Customers who select the VIP Membership option during checkout are sent a membership confirmation email and reminder emails before the ***** reminding them to either skip the month or make a purchase. The membership confirmation email was sent to the customer on 2014-09-** (as seen in image #3). The customer was also sent notification emails, that can also bee seen in image #3. Unfortunately, it appears that the customer did not open these emails.

VIP members who do not shop or skip by the *** day of each month (******** **** ***), 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 *** day ******** **** ***) 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: ******************************, within 30 days of the charge. Please note that in order to be eligible for
a refund of store credit charged beyond 30 days, customers must write a letter or send an email to our Claims department explaining the case and why they were not able to call within our 30 day limit to request a refund.

Upon further investigation, we see that the customers was unsubscribed from the membership and was refunded November’s store credit of $39.95. Moreover, the customer used the remaining store credit of $39.95 to place order #********* (see attached image #4) and chose the VIP membership option upon placing this order. The customer was again unsubscribed on 2014-11-**. As the customer was unsubscribed from the VIP membership,  they will not need to shop or skip the month and there will be no other charges for store credit.

If there are further comments questions or concerns, please let us know. 


Best regards,    

****** ******


*** *** ******* **** *****

*** **** ***** ** *****

Phone: **************

 

 

12/18/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have had similar issues already described in the many complaints listed on your site regarding the VIP Membership fine print. When I couldn't get through to the company's customer service to cancel my membership in October, I ordered a new debit card and cancelled the old one so that the company would no longer have access to my card information to charge me. I did not give the company my new card information. AdoreMe gained access to my new debit card without my consent, and charged me again in November. This is scary. I am shocked that the BBB has given this company such a high rating, they deserve to a D- at best because of their lack of transparency, poor customer service, and sneaky business practices.

Desired Settlement: A full refund for 79.90. Full refunds for all their customers for all sneaky charges and formal apologies. End to their VIP Membership Scam. No more sneaky taking of credit card information that isn't provided to them directly.

Business Response:  

******** *** *** *** ******* **** ***** *** ***** ** ***** ****** **************   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****   ******* ******** *****  ****

 

This is in reply to the complaint ID #********

Thank you so much for contacting us.


First of all, we would like to apologize to the customer the inconvenience we have caused them.


In regards to the VIP membership, we would  like to explain how it works. We have attached a screen shot of the shopping cart with the two payment options offered to the customers at checkout (as seen in image #1).  Customers just need to click on the „What do I need to do as a VIP?” button and they receive the information regarding the VIP membership (as seen in image #2).

Customers who select the VIP Membership option during checkout are sent a membership confirmation email and reminder emails before the ***** reminding them to either skip the month or make a purchase. VIP members who do not shop or skip by the *** day of each month (11:59:59 p.m. EST), are charged $39.95 and receive the same
amount in store credit. Customers are able to request a refund directly here: ******************************, within 30 days of the charge. 


That being said, we would like to explain why the second charge occurred. A recent update to our 3rd party banking system includes an automatic card update for all recurring payments. This is designed to help a shopper transition utilities or other recurring bills to avoid an interruption in service . We apologize for this customer’s misunderstanding and frustration, and would have been more than happy to assist over the phone.

As requested, we have issued a refund for $39.95 today  – see attached image #3. The previous $39.95 charge was refunded on 11/** when the customer called and unsubscribed. We have also removed all credit card and address information from our system(see attached image #4).

If there are further comments questions or concerns, please let us know. 

Best regards,    
****** ******

*** *** ******* **** ***** *** **** ***** ** ***** ****** **************

 

Consumer Response: Better Business Bureau:

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

Sincerely,

******* ******



 

12/17/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: After purchasing and item in September 2014. On November **** 2014 an unauthorized charge of 39.95 posted against my checking account, overdrafting it. The below email was in my Inbox. I immediately requested a refund and contacted my bank to report the unauthorized charge. As a result my debit card was cancelled and I am now waiting (3-5) days to get a new one. At no point in time was I advised that I would be enrolled in anything, and if I had been given the option I would have declined. This incident has left me feeling violated and caused a headache with by bank. Sending me an email that I have store credit that's really my money they have in affect stolen is not only shady business practice but should be against the law. Hello, Your Adore Me November store credit is ready! Shop your personalized showroom now! See showroom 10 dollars off any set, any time Every *** set is on us Exclusive access to VIP only sets Don't want store credit? No problem! You can request a refund for this month's store credit below, hassle-free. credit to spend Request See refund lingerie Questions or concerns? We're always here to Help. You can contact our customer care team by phone, email or chat. Real people, no robots. Best, Adore Me

Desired Settlement: I would like this vendor to be prosecuted for theft. And I want to be compensated for the undue stress and mental anguish this has caused me and the others who have been violated by this company.

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** ***** ****** **************   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****   ********** ******** *****  ****

 



This is in reply to the complaint ID ********.


Thank you so much for contacting us.

 
First of all, we would like to apologize to the customer for any inconvenience that may have been caused.

 
In regards to the membership, we would  like to explain how it works. We have attached a screen shot of the shopping cart with the two payment options offered to the customers at checkout (as seen in image #1).  Customers just need to click on the „What do I need to do as a VIP?” button and they receive the information regarding the VIP membership (as seen in image #2).

Customers who select the VIP Membership option during checkout are sent a membership confirmation email and reminder emails before the ***** reminding them to either skip the month or make a purchase. The membership confirmation email was sent to the customer on 2014-09-** (as seen in image #3).

VIP members who do not shop or skip the *** 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 *** 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: ******************************, within 30 days of the charge.

Moreover, we now confirm that the customer has been unsubscribed from the membership. Upon further investigation, we also see that the customer requested and received a refund on 2014-11-** (see attached image #4). As the customer was unsubscribed from the VIP membership,  they will not need to shop or skip the month and there will be no other charges for store credit.

If there are further comments questions or concerns, please let us know. 


Best regards,
****** ******

*** *** ******* **** ***** *** **** ***** ** ***** ****** **************

 

12/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Made an online order on adorme.com Discovered that they will charge me $39.95 a month if I do not log on and perform certain actions once a month between the *** and the *** of the month. Called customer service to cancel this service. Was told they cannot cancel service until reciept of the ordered item. Discovered i cannot delete my credit card information from their website to prevent them from placing charges which i do not authorize onto my credit card.

Desired Settlement: I should be able to remove this companies ability from charging my credit card after my intended purchase. I should be able to decline this service which charges monthly fees. I should be able to remove this same service. The details of this service should be laid out plainly in their ordering process.

Business Response:  
******** *** *** *** ******* **** ***** *** ***** ** ***** ****** **************   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****   ******** ******** **** ****

 



This is in reply to the complaint ID ********.

Thank you so much for contacting us.

Regarding the subscription program, we 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).

Customers who select the VIP Membership option during checkout are sent a membership confirmation email and reminder emails before the ***** reminding them to either skip the month or make a purchase.

VIP members who do not shop or skip the 6th 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 *** day 11:59:59 p.m. EST) may change their minds and are free to shop any item in their showroom throughout the month.

Upon further investigation, we see that the customer was unsubscribed from the membership on December *** 2014 (see attached image #3). As the customer was unsubscribed from the VIP membership,  they will not need to shop or skip the month and we confirm the fact that no charges for store credit will occur.

If there are further comments questions or concerns, please let us know. 


Best regards,    

****** ****** *** *** ******* **** ***** *** **** ***** ** ***** ****** **************
 

12/16/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I made a purchase on the web site and have been charged for the past 8 months a " monthly fee" of which I had not authorized, and it went unnoticed. The policy is to only refund one month back. When I called to complain ***** said she could not refund more than one month.

Desired Settlement: I want a full refund, I want my name taken off their mailing list and I want BBB to decrease the company's rating. Why is the BBB endorse this company with A-? The products are nice and they are good quality but to dock a credit card for producing nothing but an email is hardly reputable.

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** ***** ****** **************   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****



 



Monday, December ***,  2014

 

This is in reply to complaint  # ********.


In regards to the membership, we would  like to explain how it works. Customers who select the VIP Membership option during checkout are sent a membership confirmation email and reminder emails before the fifth reminding them to either skip the month or make a purchase. VIP members who do not shop or skip the *** 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 *** day 11:59:59 p.m. EST) may change their minds and are free to shop any item in their showroom throughout the month. Please note this is an automatic billing, and members who do not participate in the active membership may accumulate store credits. Credits expire 12 months after the charge. Emails regarding membership sent to the customer in question can be seen attached in image #1. Unfortunately, it appears that the customer did not open these emails.

As mentioned in our terms and conditions: ***************************************, credits resulting from the monthly charge on the *** are only eligible for a direct refund up to 30 days past the date of the charge.In order to be eligible for a refund of store credit charged beyond 30 days, the customer must write a letter or send an email to our Claims department explaining the case and why they were not able to call within our 30 day limit to request a refund. All requests sent to the Claims department must be typed and mailed or emailed to:


Adore Me: Claims

*** *** ****** **** ****** *********** *** ***** ** 


OR
******************


We will analyze the case and provide an answer by email within 10 business days .

Moreover, the customer is free to unsubscribe from the membership by calling Client Services (8:30-8:30 M-F EST) and speaking with a representative.

If there are further questions or concerns, please let us know. 


Best regards,
****** ****** *** *** ******* **** ***** *** **** ***** ** ***** ********************

 

 

12/12/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Adore Me Lingerie automatically signed me up for a VIP Membership without clear instructions when I made a single, one-time purchase on ***** ******. 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 *** 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 ******, so calling *** **** 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: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, 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,

******* ******



 

12/9/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: The company operates on a loosely scam-based model, where you have to press a button every month in order to NOT be charged $40. I liked the products offered, so I decided it wasn't that big of a deal to put up with. A few months after signing up to the website, I started receiving fraudulent charges on my card. Despite clicking their buttons, I was charged $40 in July. I contacted the company and informed them of this, at which time I was told via email by ******, "it is no trouble to get you refunded for your July store credit. Simply give us a call on our customer service line and we would be happy to process this for you." When I contacted the company to get this resolved, I was told 30 days had past and I could no longer get a refund on the credit. In ******'s email, no indication of a time restraint was given. In the following months, I was fraudulently charged two more times even when the "skip the month" button was clicked. I ended up with a store credit balance of $119.85 due to three $39.95 charges in July, September, and November. After complaining yet again about fraudulent charges, miraculously they stopped happening. Huh. I logged into my account a few months ago to skip the month and noticed that my store credits had gone down to $79.90. I called customer service to ask what was going on and was told that the store credit expires after a year and that $39.95 was now gone and unusable. Again, another bit of information I was never informed of. He said that I should just spend the money on merchandise. Adore Me charged my card three times without my permission, refused to give me my money back, then said I couldn't use said money on merchandise.

Desired Settlement: I had $119.85 stolen from Adore Me that needs to be returned, and my account closed.

Business Response:  
******** *** *** *** ******* **** ***** *** ***** ** ***** ****** ************** *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** ***** ********** ******** *****  ****


This is in reply to complaint # ********.

Thank you so much for contacting us.

Regarding the subscription program, we are not trying by any means to force customers to join. I have attached a screen shot of the shopping cart with the two payment options (as seen in image #1).

Customers who select the VIP Membership option during checkout are sent a membership confirmation email, then two reminder emails before the ***** reminding them to either skip the month or make a purchase. Customers who do neither before the ***** are charged $39.95, which turns to store credit.

In regards to the store credit that was charged on July ***, these charges were not fraudulent. As seen in attached Image #2, the customer did not successfully skip the month. This also applies to the charges in September and November.

The customer contacted us on July *** 2013 by email regarding the charge in July, and we responded on July *** 2013, well within our 30 day refund policy. Unfortunately, the customer did not contact us by telephone within that time frame to request a refund.

Moreover, we regret that the shopper did not understand our time limitations - this 30 day refund policy is stated in our How It Works page ************************************, in the credit confirmation email the customer received and opened following the charge (see attached image #3) and in our terms and conditions: ***************************************.

It is clearly mentioned that credits resulting from the monthly charge on the *** are only eligible for a refund up to 30 days past the date of the charge and that credits expire 12 months after the charge (as seen image #4). By using the Adore Me.com, Corp. website the customer agrees to follow and be bound by our Terms and Conditions.

That being said, there is no problem unsubscribing the customer from the membership. They simply need to contact our Client Services, Monday – Friday 8:30 a.m. – 8:30 p.m. (EST), not including weekends and holidays.

 
Best regards,

****** ****** *** *** ******* **** ***** *** **** ***** ** ***** ****** **************

Consumer Response: Better Business Bureau:

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

Re-stating the policy is not even an attempt to solve this matter. I did not protest the validity of my subscription to the program. However unethical it may be, I am aware that is what I signed up for.I also did not protest the fact that an email (just one, not two) is sent regarding skipping or purchasing before the *****.

However, I am protesting the fact that, despite skipping the month, I was charged three times.  While the AdoreMe system may state that I did not skip the month, I most certainly did. Had I simply forgotten to skip the month, why would I have reached out to customer service that same day stating that I was charged even though I skipped the month? Then again two more times? Three times, I clicked a button that told this company not to charge my card and it was charged anyway. If the system didn’t process my authorization denial, that’s on the company system, NOT on me. 

It was not relayed to me that I had 30 days to get this refund. It seems AdoreMe can’t get a grip on how they want to process refunds. Reading through the hundreds of BBB complaints, some say they were told to send an email, write a letter, or call in, only to be told it could not be processed in that manner. Nearly every complaint is responded to with a different method of dealing with a refund. How many hoops do your honest customers need to jump through, AdoreMe? A customer should not have to go to such great lengths to receive a refund when their card was fraudulently charged. It is absolutely ludicrous that it is so easy to sign someone up for their card to be charged every month, yet dealing with fraud is apparently so difficult. 

I am eagerly waiting a real response, one that actually addresses my complaint. I’ve heard enough policy regurgitation through email and on the phone. I still have not received a response that covers why I was fraudulently charged three times, and why that money has now disappeared.

 

 

 

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


Sincerely,

***** ****




 

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** ***** ****** **************   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****   ******* ******** *****  ****
 

This is in reply to the customer’s rejection of our answer to complaint #********

First of all, we would like to explain how it works:  in the course of this year we changed our policy in order to simplify the refund process and customers are able to request a refund directly, here: ******************************, within 30 days of the charge, as an alternative to requesting the refund by telephone.  Also, as mentioned in our Terms and Conditions: ***************************************, in order to be eligible for a refund of store credit charged beyond 30 days, customers must write a letter or send an email to our Claims department explaining the case and why they were not able to call within our 30 day limit to request a refund. We analyze the cases and provide an answer within 10 business days. That being said, it was never our intention to confuse customers and we would like to apologize to the customer for any inconvenience that was caused.

Unfortunately, as mentioned before, store credit expires after 1 year and we are unable to refund expired store credit. However, we have restored the customer’s store credit, as we do understand that the customer intended to skip the month at that given time and was unable to, because of a possible glitch.

The customer now has $119.85 store credit that they can apply towards a purchase. We have also unsubscribed the customer from the membership as per their request, therefore the customer will need to use the store credit as a Pay As You Go customer when they place an order.

If there are further comments questions or concerns, please let us know. 


Best regards,    
****** ******



*** *** ******* **** ***** *** **** ***** ** ***** ****** **************

 

12/1/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a bathing suit on adoreme.com on August **, 2014. In doing so, I was automatically added to their "VIP membership program". This program basically charges me $39.95 every month regardless of whether I purchase something or not. I have contacted the company by email and by phone a total of 4 times since August in attempts to be removed from their membership program and have my money refunded. Each time they refund me and assure me I've been removed from their list and I should not be receiving anymore automatic drafts from my bank account. As I was checking my statement today, I noticed that, yet again, $39.95 had been deducted from my checking account. This time it caused me to nearly over drafted which would have come with fees of its own. I just want to cancel my membership and after being promised three times now that I would no longer be charged.

Desired Settlement: I want adore me.com to keep their word when promising to remove me from their membership program. I want to be refunded my my $39.95, and I never want to be charged again.

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** ***** ****** **************   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****   ******* ******** *****  ****

 



This is in reply to the complaint ID *********


Thank you so much for contacting us.

First of all, we would like to apologize to the customer for the dissatisfying service they received. This is unacceptable and we assure the customer that we are going to investigate this issue and prevent it from reoccurring.

Regarding the subscription program, we do not sign customers up automatically. 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 and reminder emails before the ***** reminding them to either skip the month or make a purchase. VIP members who do not shop or skip the *** 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 *** day 11:59:59 p.m. EST) may change their minds and are free to shop any item in their showroom throughout the month. Please note this is an automatic billing, and members who do not participate in the active membership may accumulate store credits. Credits expire 12 months after the charge. Emails regarding membership sent to the customer in question can be seen attached in image# 2. Unfortunately it appears that the customer did not open these emails.

The customer is welcome to contact us by telephone again, in order to unsubscribe from the membership, and we assure the customer that once she receives the confirmation email, there will be no further charges.

Credits resulting from the monthly charge on the *** can be directly refunded up to 30 days past the date of the charge. We confirm have refunded the November charge to the
customer’s account (Transaction Refund Detail For ID: *******).

For the remaining $39.95 store credit, the customer is welcome to contact our Claims department.

In order to be eligible for a refund of store credit charged beyond 30 days, the customer must write a letter or send an email to our Claims department explaining the case and why they were not able to call within our 30 day limit to request a refund. All requests sent to the Claims department must be typed and mailed or emailed to:



***** *** ****** *** *** ****** **** ****** *********** *** ***** ** 


OR


******************


We will analyze the case and provide an answer by email within 10 business days (from the postmarked date).

If there are further comments questions or concerns, please let us know. 


Best regards,    

****** ****** *** *** ******* **** ***** *** **** ***** ** ***** ****** **************

11/28/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Dear Sir/Madame, I had orginally signed up to become a 'VIP' member of ADOREME which allows the company to bill you monthly but provides the customer with certain benefits. In February 2014 I called to cancel my VIP membership and request a refund for the charge that month. I did receive email confirmation of the refund and there were no further charges to my account. However during this last billing cycle, I noticed a charge on my credit card again. When I went back to the website- it showed I have store credit of 119.86 meaning they have charged me for VIP membership for August, September & October. When I was online looking at my account a representative via 'chat' service on the ADOREME website named ***** told me I would need to call customer service. After 15min of being on hold, I spoke with '*****' who presented herself as a 'senior agent' because she said none of their customer service supervisors are available at this point in the day; please note I was calling at 615pm EST, and they report on their site being available until 830pm EST. She informed me she could only refund 1mo of credit and she could cancel the VIP membership again (which in her system showed being deactivated in July 2014). Putting aside the fact that I called and cancelled in February, at least July is before the 3months of August, September & October that I was being charged for. When I asked for her full name or employee number she said 'I am the only ***** in the office and my name will be on the email confirmation you will get.' Well the email confirmation doesn't have her name as she promised. I will gladly forward you my correspondence with the ADORE ME company if you would like proof of any of that stated herein.

Desired Settlement: I would like an apology and a refund of all of the store credit to my credit/debit card.

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** ***** ****** **************   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****   ********** ******** *****  ****




This is in reply to complaint  #********


First of all, we would like to apologize to the customer for the dissatisfying service they received. This is unacceptable and we assure the customer that we are going to investigate this issue and prevent it from reoccurring.

In regards to the membership, we would  like to explain how it works. Customers who select the VIP Membership option during checkout are sent a membership confirmation email and reminder emails before the ***** reminding them to either skip the month or make a purchase. VIP members who do not shop or skip the *** 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 *** day 11:59:59 p.m. EST) may change their minds and are free to shop any item in their showroom throughout the month. Please note this is an automatic billing, and members who do not participate in the active membership may accumulate store credits. Credits expire 12 months after the charge.

Regarding the charges, upon further investigation, we see that the customer received a refund on February *** 2014, however, the account was not deactivated on that date (see attached image #1).  During the months of March and April, the customer skipped the month from their showroom, therefore avoiding the charge (see attached image #2).  From the month of May until July 2014, the system attempted to automatically make charge, however the attempts failed and therefore the customer was not charged (see attached image #3).  From the month of August until October 2014, the customer did not skip the month and was charged for store credit. The $39.95 store credit for October was
refunded on November *** 2014, and the VIP account was deactivated at the customer’s request (see attached image #1).

For the remaining store credit of $79.91, the customer is welcome to contact our Claims Department.

In order to be eligible for a refund of store credit charged beyond 30 days, the customer must write a letter or send an email to our Claims department explaining the case and why they were not able to call within our 30 day limit to request a refund. All requests sent to the Claims department must be typed and mailed or emailed to:


Adore Me: Claims

*** *** ****** **** ****** ***** ****** *** ***** ** 



OR

******************

We will analyze the case and provide an answer by email within 10 business days (from the postmarked date)


Best regards,   

****** ****** *** *** ******* **** ***** *** **** ***** ** ***** ****** **************

 

 

 

 

11/28/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Hello, I am sure you have gotten numerous complaints about this company. I was unaware that I was even signed up for their VIP Membership, and when I realized I was I called immediately to cancel. I finally got through to someone who assured me that I would not be getting charged anymore. Well, I just got another $39.95 charge on my bank account, and I tried calling them again, waited over a 40 minutes on the phone, and couldn't get through to anyone. Please help me with this, I recently graduated college, and am paying back student loans. I do not have enough funds to keep getting charged $39.95 a month. If there is ANY way I can get refunded for this charge, it would be much appreciated, seeing as the woman that I spoke to on the phone last month at Adore Me said that I would not be charged any longer. Thank you for you time, ******* ***********

Desired Settlement: Get me off the VIP Membership so I do not keep getting charged, and a full refund of the most recent $39.95 charge from Adore Me.

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** ***** ****** ************** *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****   ******* ******** *****  ****




This is in reply to complaint  # ********

First of all, we would like to apologize to the customer for the dissatisfying service they received. 

In regards to the membership, we would  like to explain how it works. Customers who select the VIP Membership option during checkout are sent a membership confirmation
email and reminder emails before the ***** reminding them to either skip the month or make a purchase. VIP members who do not shop or skip the *** 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 *** 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.

Upon further investigation, we can confirm that the customer was unsubscribed from the membership on November **** (see attached image #1).

Regarding store credit, the customer was charged in September, October and November, and accumulated $119.85 in store credit. The customer placed two orders using store credit, on October *** and November ***, for a total of  $99.90. Therefore, the customer has a remaining store credit of $19.95 (see attached image #2). We have now refunded this sum to the customer’s account (see attached image #3).

If there are further comments questions or concerns, please let us know. 

Best regards,   

****** ******

*** *** ******* **** ***** *** **** ***** ** ***** ****** **************

11/27/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered a product November **** 2014, still have not received it. First time I called customer service they said that they would give me a call back, which they did. But then they called back to say that the product never went out and that they would replace the product. The only problem is that I told them that I ordered when I did so I had enough time to receive the product by a certain date. They are aware of this. I asked if the shipping could be expedited to make up for the lost order, and they said only if I pay an additional fee. The product was misplaced as an error on their end, using their regular shipping practices. No matter who's error it was, they are responsible for their customers getting their products. As good faith I should not have to pay to have the shipping expedited. Especially since their current carrier is already at fault. I asked to speak with a supervisor, and they said I would receive a call back. As of today I still have not received any call back from a supervisor, in fact the Customer Service representatives keep saying "I'm on her list" for a call back, and I STILL have not received my order. I should not have to keep calling for service, only for Customer Service to repeatedly brush me off. If I had know that the service was going to be this bad I would have paid for the expedited shipping in the first place, now my event is this week and I do not have my items nor have I received any communication from Customer Service. All I asked is that they expedite the shipping as good faith given how long it has taken them to resolve this issue. At this point I don't think that is too much to ask.

Desired Settlement: I would like my items shipped to me using expedited shipping.

Consumer Response: Better Business Bureau:

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

Sincerely,

******** *****



 

11/27/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: 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***** and ***** of the month and "pass", the company goes right ahead and takes the money out of your account. I got married on the***** of this month and was on my honeymoon through the*****, 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

*** *** ******* **** *****

*** ***** ** *****

Phone:**************

 

The Better Business Bureau, New York

** **** **** ******* **** *****

*** ***** ** *****

 

*********, November ****,  2014

 

This is in reply to the complaint ID ********.



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****. 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,    

****** ******



*** *** ******* **** *****

*** **** ***** ** *****

Phone: **************

Consumer Response: Better Business Bureau:

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

Sincerely,

***** ******



 

11/25/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I had made one purchase with Adore Me, earlier this year in April 2014. When I made my purchase, I was never told (or shown) that I would be signing up for a debt of $39.95 on the *** of every month to my credit card. I realized I was being charged in October 2014. I went to their website, and on the website it states that they are crediting my account as "store credit" but it is clearly a charge to my card to receive more money. I decided to search a bit online and read on multiple websites that so many other women have been a victim of this stupid scam. Currently I am on hold with AdoreMe customer service for the 3rd time today, each time when I mentioned I wanted my money back they hung up. This is absolutely ridiculous. T

Desired Settlement: I would like a refund of the total amount Adore Me has charged on my card which is $239.70.

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** *****       *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****         ******* ******** **** ****




Dear Better
Business Bureau,





This is in reply to the
complaint ID ******.

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 10/**/2014 as well as refunded in the amount of $39.95 for the month of
October.





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 *****
reminding them to either skip the month or make a purchase. Customers who do
neither before the ***** are charged $39.95, which turns to store credit
available for their use at any time.



I have attached below the emails we sent this customer about their membership,
the charges and order information. Unfortunately it appears this customer did
not view any of these emails.

 

Please note we have issued a refund for $39.95,
and as per policy are unable to refund credit for beyond this time. 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 *** 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 *******, will not be
partially refunded for sets not received. The only way to receive a refund for
orders placed with a *******, is to return the entire order. 

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


Best regards,

********** ***** *** *** ******* **** ***** *** **** ***** ** *****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# 10******, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

 

I have read their response, and still entirely believe they should refund me for all of the charges, however... When I spoke to them beforehand I told them to cancel my account or whatever was linking me to getting charged. They said I was not going to be charged any longer. But on October *** 2014 they charge my credit card AGAIN. I am sending you a snapshot of online banking to show their charge. This is unbelievable. I'm just a young woman, Im certainly not made of money. And $40 monthly charges that won't stop do add up for someone like me. I'm not using their products, I asked to be removed from the vip list. I was given a confirmation I was removed, yet they charge me again. This needs to stop, I deserve to be refunded in full, and if not in full at least for the charge they took after I cancelled my "subscription". 

 

 

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


Sincerely,

******* *********




 

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** ***** ****** **************   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****   ******* ******** *****  ****



This is in reply to the customer’s rejection of our answer to complaint  # ********

Upon further investigation, we see that the customer was unsubscribed from the membership on October *** 2014 (see attached image #1).


The customer also received a refund on the same day (October ***), for the charge that occurred on October *** 2014 (image #2). As the customer was unsubscribed from the VIP membership,  there will be no further charges for store credit.

For the remaining $199.75 store credit, the customer is welcome to contact our Claims department.

In order to be eligible for a refund of store credit charged beyond 30 days, the customer must write a letter or send an email to our Claims department explaining the case and why they were not able to call within our 30 day limit to request a refund. All requests sent to the Claims department must be typed and mailed or emailed to:


Adore Me: Claims

*** *** ****** **** ****** *********** *** ***** ** 


OR

******************


We will analyze the case and provide an answer by email within 10 business days.


Best regards,
****** ****** *** *** ******* **** ***** *** **** ***** ** ***** ****** **************

 

11/22/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: 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 *** 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: ******** *** *** *** ******* **** ***** *** ***** ** ***** ****** **************   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****   ******* ******** *****  ****



 

This is in reply to complaint  #********.

In regards to the membership, we would  like to explain how it works. Customers who select the VIP Membership option during checkout are sent a membership confirmation
email and reminder emails before the ***** reminding them to either skip the month or make a purchase. VIP members who do not shop or skip the *** 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 *** day 11:59:59 p.m. EST) may change their minds and are free to shop any item in their showroom throughout the month. Please note this is an automatic billing, and members who do not participate in the active membership may accumulate store credits. Credits expire 12 months after the charge. Emails regarding
membership sent to the customer in question can be seen attached in image# 1.


Upon further investigation, we can confirm that the customer was unsubscribed from the membership on November *** (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 **** (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 to
pay, 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,   

****** ******
*** *** ******* **** ***** *** **** ***** ** ***** ****** **************

Consumer Response: Better Business Bureau:

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

Sincerely,

****** *****



 

11/21/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Do not trust these people with your account info. I was signed up for the monthly membership. When I tried to cancel, they made it impossible. When you try to call, you are on hold forever. So, I contacted the company online with my request to cancel my membership. The response was that I had to call in to cancel. I replied that I can't get through on the phone. I FINALLY got through to a rep on 10/**/14 (after multiple previous attempts). I requested a refund for the automatic charge on 09/**/14 that is a part of the monthly membership, as well as to finally cancel my membership. I talked to three different people that said they would not refund the money because they have a 30 day refund policy, and that I could have requested a refund online if I couldn't get through by phone. That is a lie. Three people told me the same thing. Take a look at their FAQ page. It explicitly states that you have to call in for a refund. So, now they tell me my only option is to be forced to purchase something from them, or lose the money on the account in a year. Eventually, I had to block them through my bank account. Trust me, DO NOT DO THE MEMBERSHIP OPTION. Besides, once you sign up you will find that they are out of stock on everthing you want anyway. They also tell you that you can simply elect to not pay the montly payment at the beginning of each month, if you don't see anything you like. In order to skip the month, you have to sign in within a certain number of days and elect to skip the month. Problem is, your "reminder" email from them will be buried in a multitude of solicitious junk mail. Not worth it!

Desired Settlement: Full refund

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** *****       *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****         ******* ******** **** ****




Dear Better
Business Bureau,





This is in reply to the
complaint ID ********.

Thank you so much for
contacting us.

 

It appears there was
some miscommunication on the phone – for security reasons, any shopper wishing
to request a refund or to unsubscribe must call in and speak with a
representative.



New VIP members who forget to shop or skip between the ***** and ***** of the
month are given the option to request a refund online for the ***** month –
though this does not apply to this shopper’s case as they had shopped with us


While we regret the shopper’s frustration, we offer a no-questions asked 30 day
refund policy for unwanted store credit. When this customer called in to
unsubscribe and request a refund on 10 / ** / 2014, we unsubscribed one credit but
were unable to refund the remaining credit that fell beyond this time frame, as
per store policy.


I have attached below a screen shot of our Refund Policy.


Attached is a screenshot
showing the credit this shopper has successfully used in the past, the refunded
amount and the amount remaining on their account.




The shopper is welcome to contact our claims department for more assistance
(contact ****************** directly),
or shop with this credit at their convenience within 12 months before credit
expires.


Please let us know if
there is anything further we can do.

Best regards,

Adore Me


***** ******** *** *** ******* **** ***** *** **** ***** ** *****

Consumer Response: Better Business Bureau:

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

If you require a customer to call in for a refund or to close an account, then you should have the phone lines staffed so that calls are answered in a reasonable timeframe. The fact that the company refuses to refund one month because I finally got through on the phone line a handful of days after the 30 day policy, is just more evidence of their extremely poor customer service.  It's unreasonable and should serve as a warning to prospective customers.  Potential customers should google reviews on this company.  They will find a history of unchecked, poor customer service. 

 

 

 

 

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


Sincerely,

****** *******




 

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** ***** ****** **************   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****   ******* ******** *****  ****



 

This is in reply to the customer’s rejection of our answer to complaint  # ********

***** of all, customers are also able to request a refund directly from their account, here: ******************************,  within 30 days of the original charge, as an alternative to contacting us by telephone.

That being said, we would like to apologize for the extended time the customer waited on hold when they contacted us by telephone. Wait times usually average
between 3-6 minutes, though there is a  peak in the early mornings and afternoons. Our phone lines are open Monday to Friday, from 8:30 a.m.- 8:30 p.m.

Moreover, as a one time courtesy due to the fact that the customer did contact us just one day later than the 30-day time limit, the remaining $39.95 store credit from September has now been refunded to the customer and it will be available in their bank account in 2-3 business days. Transaction Refund Detail For ID: *******

 

Best regards,

****** ******

 

*** *** ******* **** ***** *** **** ***** ** *****

Phone:
**************

 

11/20/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered online a matching bra panty set in May *** 2014 for $39.95. I was satisfied with the set and kept it. I am being charged on an account that isn't used for the last 6 months including the month I bought the set. I have not recieved email, letter, or product from the 5 MORE times they have charged me $39.95. Which totals $199.75. I did NOT authorize these purchases ON MY ACCOUNT. I have not recieved any information reguarding the automatic withdrawl on my account. I called today to attempt to recieve a full refund, and was told managment was busy. I am VERY DISSATISFIED with the williness to continue withdrawing from an account that isn't activly purchasing. This was not a disclosed reaccurring charge. I DO NOT USE THIS ACCOUNT FOR REACCURRING CHARGES>>> I am highly dissatisfied with this company's inability to keep contact with one time customers, and am HIGHLY dissatisfied with customer service. This has HIGHLY affected my families finances and can not believe that a company can continue charging after a one time charge.

Desired Settlement: I would like to have the $199.75 put back on the card it was taken from, or a check so I can put that amount in the bank to cover the charges. I would like to have this company be help responsible for the fraudulent charges to the fullest extent...

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** ***** ****** **************

*** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****


Thursday, November ****,  2014




This is in reply to complaint  #********. Thank you so much for contacting us.


Regarding the subscription program, we are not trying by any means to force customers to join. I have attached below a screen shot of the shopping cart with the two payment options (as seen in image #1).

Customers who select the VIP Membership option during checkout are sent a membership confirmation email and reminder emails before the ***** reminding them to either skip the month or make a purchase. Customers who do neither before the ***** are charged $39.95, which turns to store credit available for their use at any time. Emails regarding membership sent to the customer in question can be seen attached in image# 2.

We checked the customer’s account, and it appears that they have reached us and received a refund of $159.80 from our Claims Department on October **** 2014, and a refund of $39.95 on October *** 2014 as it can be seen in image 3.

The customer was also unsubscribed from the membership on October **** 2014, therefore there will be no further charges for store credit.

Best regards,

****** ******

*** *** ******* **** ***** *** **** ***** ** ***** ****** **************

 

 

 

 

11/19/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a shower gift from this company and in setting up an account to make the purchase, I unwittingly became a member of their "VIP Membership Club" at the cost of $39.95/mo. Once I saw the charge on my **********, I went on their website to cancel (they say you can cancel at any time). I also called & cancelled over the phone. On July **, I sent them a Letter requesting cancellation of the VIP membership via certified mail & they signed for it so I know they got it. However, they have not cancelled my account, and they send me monthly emails saying they are trying to charge me $39.95 for VIP "store credits" and asking me to give them updated credit card information. They should have closed my account in the summer when I notified them via their website, via phone, and via certified mail that I do not want their service and they are not to attempt to charge me any more money. They have not closed my account and they are still trying to charge me. Their website claims you can cancel any time, but why are they ignoring my repeated requests to cancel my account and take me off their email list? I have a copy of the certified letter I sent them in July--please let me know how I can mail it to you to document this. The ONLY reason I have stopped them from stealing $39.95/mo is that I cancelled the credit card, but they are still trying to charge me and they have not lived up to their obligation to cancel this account and remove me from their email list. (Also, there was no place on the Consumer Information page to list an alternate email address, & I am not supposed to put any personal identifying info in this Complaint, so please contact me so I can give you the alternate email address that the AdoreMe.com account is listed under).

Desired Settlement: I would like the following: (1) Cancellation of the account; (2) removal from their email list (I am tired of receiving monthly notices telling me they are trying to charge me for a $39.95 VIP store credit & nagging me to give them updated credit card info). And (3) I would like a letter sent via **** from their VP of Customer Service BOTH apologizing for their repeatedly ignoring my cancellation requests as well as a promise in writing that they are closing my account, removing my email from their email list, and that they will never again attempt to charge me their $39.95 "VIP membership" charge or VIP "store credit" or whatever they call it when they try to take $39.95 per month from a customer who has clearly told them to cancel.

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** ***** ****** **************   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****   *************** *****  ****

 

This is in reply to the complaint ID ********.

Thank you so much for contacting us.

Regarding the subscription program, we are not trying by any means to force customers to join. I have attached a screen shot of the shopping cart with the two payment options (as seen in image #1).

Customers who select the VIP Membership option during checkout are sent a membership confirmation email, then two reminder emails before the ***** reminding them to either skip the month or make a purchase. Customers who do neither before the ***** are charged $39.95, which turns to store credit available for their use at any time.

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

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

Best regards,
****** *******


****** ******* **** ***** *** **** ***** ** *****
 

11/19/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: The company had charged me for two transactions I had not made one 45.10 the other 50.59 they also owe me about 39.95 for a return I made in July/august. none of the transactions charged to my credit card show up in my order history for adore me. Also they have another address I did not add linked to my account with a different email address then what I provided. I have tried to talk to customer service about the problem I'm not sure if she was having a bad day or if the call was to long I was put on hold and they hung up. My credit card company took care of the two charges and adore me is now trying to recharge me.

Desired Settlement: I hope they get the bugs in there service program fixed. I also want the refund for the return I made ages ago. I also want to be completely remove from their data base after everything is settled so I no longer have to worry about the fraudulent charges from this company.

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** ***** ****** **************   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****   ********** ******** *****  ****

 

This is in reply to the complaint ID #********. Thank you so much for contacting us.

Upon investigating this issue we see that , with their first order, the customer chose the VIP membership option. The VIP Membership is one of two payment options (the other is Pay As You Go, a one-time purchase option) customers select during checkout with their first order (see attached image #1). Customers who select the VIP Membership
option during checkout are sent a membership confirmation email, then two reminder emails before the ***** reminding them to either skip the month or make a purchase. Customers who do neither before the ***** are charged $39.95, which turns to store credit available for their use at any time. To cancel the VIP membership, it is necessary to contact our Client Services. Our Customer Care Center is open Monday – Friday 8:30 a.m. – 8:30 p.m. (EST), not including weekends and holidays.

Regarding the returned order, # *********, this was placed with an exchange code, ***********, (see attached image #2). There were not any transactions captured by our system, so our system couldn't automatically refund the customer. The transaction we captured and we can actually refund is the one from  Jun ** for $24.97 USD, Order #********* – the customer placed this order using a discount code, purchased 2 sets for $49.94 (see attached image #3) and returned one of the sets for an exchange. That being said, we have refunded the customer for this transaction (see attached image #4).

We apologize for any miscommunication the customer may have experienced with our customer service so far. It is certainly not our intention to frustrate shoppers. Moreover, our developers are currently investigating the glitch that the customer mentioned in the complaint, in order to prevent it from reoccurring.

 
Best regards,

****** ****** *** *** ******* **** ***** *** **** ***** ** ***** ****** **************

 

 

 

 

11/15/2014 Billing/Collection Issues | Complaint Details Unavailable
11/13/2014 Problems with Product/Service | Complaint Details Unavailable
11/13/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I was charged a total of $199.75 of which only $39.95 was refunded to me, for a "VIP service" that kept on charging me $39.95 without my consent or knowledge each month. When I initially purchased an item, there was nothing stating that I would be charged and not refunded. I never ordered anything again, because besides the company wrongfully charging me each month, they also are misrepresenting and lying about the quality of their products. It is supposed to be "high quality" lingerie items, and what I received was cheaply made, halloween costume-like quality garments. There is information that also points out that they are actually relabeling most of the clothes they sell which they get from cheap manufacturers. I called and after 20 minutes of waiting after being asked to leave a message, I was helped by a lady who told me that she could only return 39.95 of my total amount of $199.75. I told her that I never authorized this or agreed to such service when I made my first purchase. She couldn't do much more for me and refunded only the amount of 39.95. She told me that they sent out an e-mail welcoming me to the service which stated all the information about the recurring charge of 39.95, I checked my e-mail inbox for all past correspondence between Adore Me and I, and there was no such e-mail. I was never notified that this would happen. Moreover, when I tried to delete my card to avoid future charges since you cannot cancel your account online (even though this is an online based service), there was no such option.

Desired Settlement: I want all the ''credits'' that they posted in my account, which is money wrongfully charged to me refunded back to that card. This is a total of $159.80.

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** ***** ****** **************   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****   ********** ******** ****  ****

 

This is in reply to complaint #********.

Thank you so much for contacting us.


Regarding the subscription program, we are not trying by any means to force customers to join. I have attached below a screen shot
of the shopping cart with the two payment options (as seen in image #1):

Customers who select the VIP Membership option during checkout are sent a membership confirmation email, then two reminder emails before the ***** reminding them to either skip the month or make a purchase. Customers who do neither before the ***** are charged $39.95, which turns to store credit available for their use at any time.

I looked into the customer's account to further investigate this issue and it appears they opted for our "Payment Vacation" plan during the call on 10/** and are still an active VIP member.

While we send reminder emails to shop or skip before the ***** of each month, again, our VIP membership is active. VIP members visit the site during the first week of each
month.

Following the customer's first purchase as a VIP member on 05 / **, we sent a series of emails including a membership confirmation, reminder emails and confirmation of
the credit each month. Emails regarding membership sent to the customer in question (as seen in attached image #2): Unfortunately, it appears that these emails have not been viewed by the customer.

Moreover, credits resulting from the monthly charge on the *** are only eligible for a refund up to 30 days past the date of the charge. In order to be eligible for a refund of store credit charged beyond 30 days, the customer must write a letter or send an email to our claims department explaining the case and why they were not able to call within our 30 day limit to request a refund. All requests sent to the claims department must be typed and mailed or emailed to:

***** *** ****** *** *** ****** **** ****** *********** *** ***** **  ** ******************

For the remaining store credit of $159.80 the customer is welcome to file a claim and request a refund from our claims department.  We will analyze the case and provide an answer by email within 10 business days (from the postmarked date)



Best regards,

****** ******

 

****** ******* **** ***** *** **** ***** ** ***** ****** **************

 

 

11/13/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

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

Desired Settlement: I want to cancel my membership with this company immediately before any more charges are made on my card. I also want the $1 charges canceled on my card so I do not have to have them disputed with ********.

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** ***** ****** **************   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** ***** ********* ******** ****  ****

 

This is in reply to the complaint ID #********.



Thank you so much for contacting us.


Regarding the subscription program, we are not trying by any means to force customers to join it. I have attached below a screenshot of the shopping cart with the two payment options that all customers are given (as seen in image #1)


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

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

 
Best regards,

****** ****** ****** ******* **** ***** *** **** ***** ** ***** ****** **************



 

11/12/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: i had returned all products purchased and replacement items they were messed up and did not fit it took months for usps to get them back to adore me i was finally able to get them tracked and confirm adore me had finally received them back prior to this i had tried to cancel my subscription but couldnt remove my CC info from the website so i contacted my bank to stop the charges then i finally got them on the phone and they said they had taken another 39.95 from my account given me credit for the month but froze my account because i contacted my bank so not only will i not be credited or refunded for the two items returned and because i contacted my bank they could not refund me the frozen credit either nor would she say no further CC charges would be made..or that the info would be removed.

Desired Settlement: to be refunded 3xs 39.95 for my two returned orders and my subscription that was taken our then use of the monthly credit blocked thank you

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** *****   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****    ******** ********* ***** ****

Dear Better
Business Bureau,

This is in reply to the
complaint ID *********

Thank you so much for
contacting us.

I looked into the
customer’s case, and see that they have since reached us and been unsubscribed as
of 9/**/2014.

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

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

Customers who select the VIP Membership option during checkout are sent
a membership confirmation email, then two reminder emails before the *****
reminding them to either skip the month or make a purchase. Customers who do
neither before the ***** 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 make a purchase or skip the
month for the month of February and was charged store credit on 02/**/2014,
03/**/2014 and 07/**/2014. She used up $79.90 of her store credit on her order
placed on 03/**/2014 and filled a charge back for the remaining store credit.
She was refunded the remaining $39.95 on 09/**/204 and was automatically banned
from the membership. As previously stated this customer Has refunded and banned
from the membership.

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


Best regards,
********** ***** ****** ******* **** ***** *** **** ***** ** *****

Consumer Response: Better Business Bureau:

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


i wants not refunded for either my returned items totaling 79.90 nor my subscription amount of 39.95 and i can provided bank statements if needed. this is what was sent to me today

***** ******** ********** *** ****  *  ******* *** 
******** ************** replied:
**** ****** ***** ********* **** ******* ** ******* **** *** ********* * *********** **** ******* *** **** ****** ***** **** ********** ** ***** ************** *** **** ******* ** ***** ********* *** ****** ** **** ** *** ************* ** *********  ***** *** *** **** ************* *** *** ******** ** ***** *** 
Kind regards,
**************** **************  ******** **** *** * ***** **  *** ******* ******* ***** ** ******  *** ***** *** *****  *** * *** * ****  *** ***** ** *****  *** * *** * ********************************************************** *** **** ********  ***** ***** ** **** *** ***** ************************************************* ******************************************************

 

 

 

 

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


Sincerely,

***** *******




 

Consumer Response: Better Business Bureau:

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


I want crefit for all items returned 39.95 without a vip membership makes it nearly impoosible to purchase an item on adoreme.com

 

im not going to spend  another $ 10s of my hard earned money when i still have not received credit or refund for 70.90  items that eere returned unworn and in the condition they were received

 

 

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


Sincerely,

***** *******




 

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** ***** ****** **************   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****   ********** ******** ****  ****

 

This is in reply to the complaint ID *********



Thank you so much for contacting us.

As stated in our previous response, this customer sent back 2 sets for exchange and 1 set for a refund (Image
1). They received 2 voucher codes to replace the sets and used those voucher codes on the orders placed on 03/**/2014 and 05/**/2014 (Image 2). 

The 3rd item this customer sent back as a return and was received in dirty condition therefore it is not refundable (Image 3).

Although the rejected return is not refundable, as a one time courtesy, we can provide the customer with a voucher code to place a new order. They would just have to
contact customer care directly so they can assist the customer in replacing this rejected return.

Regarding store credit, the customer did not make a purchase or skip the month and was charged store credit on 02/**/2014, 03/**/2014 and 07/**/2014. They used up $79.90 of the store credit on the order placed on 03/**/2014 . The customer did not request a refund for July’s store credit until September , when they filed a charge back for the remaining store credit (Image 4), although they were offered 30 days to request a refund. 

The charge back has been settled and we won the case, as the customer was aware of how the membership works by skipping the month in their account between the months
of March and July .

The customer is able use the remaining store credit of $39.95 as a Pay As You Go Customer, on any full priced item.


Best regards,

****** ******

 

****** ******* **** ***** *** **** ***** ** ***** ****** **************

 

 

11/11/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a bikini through Adore Me in July 2013, which signed me up as a VIP member. Nothing on the screen mentioned a recurring debit to my card every month. I never received even one email (until February 2014) that money was being withdrawn, nor did anything at checkout specifically say this. I bought the bikini because they were having a promotion. I received two emails right away...one saying all styles would be $39.95 (still nothing about a monthly fee) and then my order (also nothing about a monthly fee.) If I had known they'd be so sneaky and shady, let alone rude and dismissive, I'd never have ordered from them in the first place. When I finally realized that particular debit card was being charged monthly (I rarely use it) I tried to cancel my unwanted and unaware of until then, monthly debit. I tried to cancel online...due to "security" it had to be done over the phone. So, you can accept debit/credit card payments online but not cancellation requests??? Right.....not shady at all!!! I was charged from August of 2013 through February 2014, with the exceptions of November and January. I received an email in February 2014 stating I had $39.95 of store credit, which is when I realized what was happening. I called Adore Me, after emailing a cancellation request on 2/**/14 and receiving a reply from ******* ******* stating I'd need to call to cancel "Also, for security reasons, you must call our Customer Care Service at ###-###-#### to cancel your membership. They are open Monday– Friday 8:30 a.m. – 8:30 p.m. (EST). " I called twice that night and was on hold for almost 45 minutes total. I emailed ******* ******* back on 2/**/14 and heard nothing back until 2/**/14-they must have a lot of angry customers to reply to! She told me to try calling back the next day. I was finally able to get through on 2/**/14 (after waiting an ungodly amount of time, yet again) and cancelled my account. I had spoken with ********* ****** and she was able to refund my February 2014 charge, but informed me I'd have to file a complaint (which can only be mailed) for the remaining "Store credit." I mailed a claims letter on 2/**/14 and have yet to hear back from anyone at this business. I emailed them again on 4/**/14 saying the same. I emailed them again on 7/**/14 alerting them to the fact I'd be contacting the BBB and yet nothing. Their own site says the following with regards to 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. " It's now been almost 7 months and I have yet to hear anything back from anyone!! I would like a refund in the full amount of $159.80 resulting from charges to my debit card on 8/**/13, 9/*/13, 10/*/13 & 12/**/13. I will never purchase anything from them again, nor will I recommend them to anyone. They are extremely rude, dishonest and obviously do not care enough about their customers to put an upfront message on their site stating how the VIP system truly works. It would be sad to take them to court over this amount, but if that's what it comes to...the ***** in their court.

Desired Settlement: A check refund in the amount of $159.80 for the months of August 2013, September 2013, October 2013 and December 2013 that I was wrongly charged.

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** ***** *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****   ******* ********* *** ****

Dear Better
Business Bureau,

This is in reply to the
complaint ID *********

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 02/**/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 *****
reminding them to either skip the month or make a purchase. Customers who do
neither before the ***** 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 for
August and was charged on 08/**/2013, 09/**/2013, 10/**/2013, 12/**/2013, and
02/**/2014 but contacted us on 02/**/2014 and was refunded for the month of February
and unsubscribed. I have contacted the claims department on behalf of this
customer to find out the status of her claim. She should receive an email from
the claims department within 2-3 business days from today.

 
Best regards,
********** ***** ****** ******* **** ***** *** **** ***** ** *****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* They have also emailed me and will be refunding the full "store credit" owed, and I find that this resolution is satisfactory to me and the matter has been resolved. It would have been nice if they had just responded to me, and taken care of this, when I initially contacted them.

Sincerely,

******** *****



 

Consumer Response: Better Business Bureau:

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

I had filed a complaint against Adore Me on September *** 2014 due to store credit that was wrongfully charged to my debit card. They agreed to refund me the full amount of $159.80. I received the first 3 credits back on my card that very same day (September **, 2014.) They then emailed me over an hour and a half later, and said that one credit had expired but since it was recent, they would refund it back to my card as well ("We have noticed that one store credit has recently expired in this case because it was recent we will also refund that $39.95 as well. It will also be available within 1 to 3 business days.") The email said I should expect it to hit my card in 1-3 business days. It never hit my card, so I emailed them and they are now saying that it was expired and they can't refund it. I told them I had emailed them in February, April and July of this year asking for this to be resolved. I also sent a letter in February. Those two emails are posted directly below this line, followed by the email now telling me that they can't refund the expired credit : From: AdoreMe Claims (******************) You moved this message to its current location. Sent: Fri 9/**/14 3:11 PM To: ******************** Hello ********, Thank you for taking the time out to write to us and explaining your situation. Our goal is never to upset any of our customers and we deeply apologize about any inconvenience you have encountered. We have been able to review your case and have been able to refund the store credit back to your credit card account. The funds amounting to $119.85 USD will be available within 1 to 3 business days. Have a great day. Best Regards, Claims Department From: AdoreMe Claims (******************) You moved this message to its current location. Sent: Fri 9/**/14 4:41 PM To: ******************** Hello ********, We have noticed that one store credit has recently expired in this case because it was recent we will also refund that $39.95 as well. It will also be available within 1 to 3 business days. Best Regards, Claims Department From: AdoreMe Claims (******************) You moved this message to its current location. Sent: Fri 10/**/14 2:50 PM To: ******** ***** *********************) Hello ********, Thank you for your email. You were refunded for the store credit that was in your account. We are not able to refund expired store credit that has not been used longer than a year. As it was stated in the previous emails the refunds that were done on September ** have already been posted on your card. I apologize for any inconvenience, but being hat you had some expired store credit we are not able to refund the expired store credit. Have a great day. Best Regards, The Claims Department It's bad enough that it's taken this long to get my refund, but the fact that they outright lied in writing about refunding me the money...not very smart. This is how lawsuits happen. I will not be satisfied until I receive the remaining $39.95 which is owed and promised to me. I will also not close this case until it happens. They have since not responded to my most recent email, so next in line is contacting my attorney if this is not resolved immediately. These people have horrible Customer Service skills and have lost a customer for good.

Desired Outcome: A refund of $39.95 back to the same card that the other three credits were refunded to.

 

 

 

 

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


Sincerely,

******** *****




 

Business Response:   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****  
 


 
 
Wednesday October **, 2014




Dear Better
Business Bureau,





This is in reply to the
complaint ID ******** .

Thank you so much for
contacting us.

 

I looked into the
customer’s case, and see that they have since reached us and been unsubscribed
as of 2/**/2014 as well as refunded in the amount of $199.85 on 9/**/14.  It
appears there was a miscommunication between our claims department and customer
service and we apologize.

 

I have contacted the
claims department on behalf of this customer to find out the status of her
claim. After investigating the issue, I spotted the mistake, and personally
issued the final refund of $39.95 for the customer on 10/**/14 .This brings our
total refunded amount to $159.80, as originally agreed with the customer. Please
allow 2-3 business days for the full refunded amount to be available in your
account.


This was an exceptional
case, we intend to investigate why it was mishandled, and we apologize for the
error and inconvenience.



I have attached below a screen shot of the transactions.


Credits resulting from the monthly charge on the *** are only eligible
for a refund up to 30 days past the date of the charge. In order to be eligible for a refund of
store credit beyond 30 days, you must write a letter or send an email to our
claims department explaining the case and why you were not able to call within
our 30 day limit to request a refund. We agreed to refund beyond that time
period as a one-time exception for this customer.

 

I have attached below a
screen shot of our Refund Policy.



Please let us know if
there is anything further we can do.

Best regards,

Adore Me



***** ******** *** *** ******* **** ***** *** **** ***** ** *****

11/11/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered from Adore Me once. I wasn't aware that I was enrolled into the VIP program in which they automatically withdraw $40 a month from my account, which they call a "credit". They give you the option to opt out and provide a refund for the month, which I clicked. However, after that I wanted to cancel my enrollment in the program. In order to cancel, you have to call a number and speak to a representative. I've called numerous times and haven't been able to get in touch with anyone. I want my enrollment to be cancelled immediately.

Desired Settlement: I would like my refund of $40 to go through and I'd like my enrollment to be cancelled immediately. Thanks.

Business Response:

******** *** *** *** ******* **** ***** *** ***** ** *****       *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****         ******* ******** **** ****




Dear Better
Business Bureau,


This is in reply to the
complaint ID ******.

Thank you so much for
contacting us.

 

I looked into the
customer’s case, and see that they have not been unsubscribed from our active
membership program. We encourage this customer to call again at ###-###-####,
as our wait times average under three minutes and the phone lines are open from
8:30-3:30 ET.  



We offer a no-questions-asked refund policy for unwanted store credit and would
be happy to issue a refund for this customer.


Best regards,
********** ***** *** *** ******* **** ***** *** **** ***** ** *****

10/14/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: The company invites customers to enroll in a "members only" program that does not fully disclose their policy of automatically charging the customer credit card each month, regardless of whether goods were desired or purchased. Upon discovery of the unauthorized credit card charges, their customer service department stated that the only way to obtain a complete refund was to write an email or letter to the company, explaining the reason for the refund, at which point they would determine if the circumstances warranted such a refund. Further, after canceling the account and credit card charges over the phone the business continued to charge the customer credit card without regard for the customer's stated intent to cancel those charges and prevent any further charges. Altogether the company has charged over $300 without authorization to the customer credit card. In addition, this company generally engages in the most unethical type of business practices available including misrepresentation of information (customer was told that a refund could be processed by email, only to find this was not the case), wait times of over 30 minutes to reach an initial customer service agent, additional wait times of over 30 minutes when a request was made to speak to a **********, and an argumentative and hostile demeanor when requesting to have money returned to the customer credit card. To date, a refund to the customer credit card has not occurred over 4 months after the account was cancelled and a refund was requested.

Desired Settlement: As has been requested repeatedly, customer is requesting a complete refund to the credit card that was initially charged. Also requesting that the account be permanently closed and no further charges made to the credit card, as the company has already resumed charges after permission was expressly denied by the customer.

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** *****   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****   ******* ********* ***** ****
Dear Better
Business Bureau,

This is in reply to the
complaint ID ********.

Thank you so much for
contacting us.

I am unable to find this
customer info with the information provided. Please provided the information
associated with the customer’s Adore Me account in order for me to locate the
customer’s account.

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

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

Customers who select the
VIP Membership option during checkout are sent a membership confirmation email,
then two reminder emails before the ***** reminding them to either skip the
month or make a purchase. Customers who do neither before the ***** are charged
$39.95, which turns to store credit available for their use at any time.



Best regards,
********** ***** ****** ******* **** ***** *** **** ***** ** *****

Consumer Response: Better Business Bureau:

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

The response failed in any way to address the specific issues mentioned in the complaint, other than simply re-stating their membership policy. They did not address either the fact that my credit card was charged even after the account was cancelled WITHOUT NOTIFICATION or their decision to so far refund none of the over $300 in charges that have appeared on my credit card. In addition, they have failed to explain why it is that they feel it is acceptable to enroll customers in a monthly payment plan with just one click but in order to cancel that enrollment it requires a written letter (not email, but written) to be sent to a claims department that is unreachable by any other means. 

I continue to await a clear and actual response to my issues as stated above. 

In response to their request to additional account information, note that the email address associated with the account is *****************. 

 

 

 

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


Sincerely,

***** ********




 

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** ***** *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****   ******* ********* ***** ****

Dear Better
Business Bureau,

This is in reply to the
complaint ID ********.

Thank you so much for
contacting us.

I am unable to find this
customer’s info bases on the information provided. Please provided the
information associated with the customer’s Adore Me account in order for me to
locate the customer’s account and be able to assist you with an accurate
response.


Best regards,
********** ***** ****** ******* **** ***** *** **** ***** ** *****

10/7/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I had a normal account with the Adore Me website. The offer of a VIP membership claimed to be free in the advertising so of course, I joined. They did not inform me of the fact that if a customer did not purchase an item from their website every month, they would charge the customer $39.95 every month that you did not purchase. I found out that they were pulling money out of my debit account. So, I called the company and told them that I would like to cancel my account. That was March *** about 4:15 pm. They handled it pretty well except, they must have either not gone through with task or that it was a misunderstanding because when I got my bank statement back in July, I saw that the company, still, had been pulling money from my debit account and leaving me, several times, with a negative balance to my debit account. I had noticed, a couple days before I got the bank statement, on the website, I had over $100 in store credit. I figured it was probably from them charging me in the past, so I used my store credit and got a few products on the website. So, I made a trip to my bank and filed an act of fraud against them because I had cancelled that account many months before and they had $119.85 pulled from my debit account leaving me with negative balances. I called the website once more and said that I had to try to cancel the membership back in the beginning of March and that it never went through so they have been charging me. The customer service specialist I talked to was not concerned with the situation and just kept trying to get me to stay on the website. She told me that I can only get reimbursed that money they took by giving me store credit. I told her I needed the membership cancelled immediately and she told me that once I cancel, I can't get the store credit back. I got the letter back from the bank a few days ago saying that they couldn't continue with the fraud claim and so they never gave me back that $119.85 and so my bank decided to pull it back out of my account and leave me with a negative balance once again.

Desired Settlement: I would like to have that $119.85 refunded back to me so I can put into my account to get rid of that negative balance. I would also like to have their website's advertisement to show that if a customer doesn't purchase anything in a month from their website, that the customer will be charged for not purchasing.

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** ***** *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** ***** ******* ******* ** ******

Dear Better
Business Bureau,

This is in reply to the
complaint ID ********.

Thank you so much for
contacting us.

I looked into the
customer’s case, and see that they have since reached us and been unsubscribed as
of 8/**/2014.

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 *****
reminding them to either skip the month or make a purchase. Customers who do
neither before the ***** 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 make a purchase or skip the
month for the month of February and was charged store credit on 02/**/2014,
03/**/2014, 04/**/2014, 05/**/2014, 06/**2014, 07/**/2014 and 08/**/2014. She
used up $129.85 of her store credit on her order placed on 06/**/2014. The
remaining balance is in this customer’s account as store credit and available
for use. We have a 30 day refund policy were we are able to refund any charge
within 30 days of when the charge occurred.

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 *** are only eligible for a refund up
to 30 days past the date of the charge. In order to be eligible for a refund
of store credit beyond 30 days, you must write a letter to our claims
department explaining the case and why you were not able to call within our 30
day limit to request a refund. Please include your email address in the letter.
All requests sent to the claims department must be typed and mailed to:

Adore
Me: Claims

*** *** ****** **** ****** *********** *** ***** **  ** ****** ******************

We will analyze your case
and provide an answer by email within 10 business days (from the postmarked
date) if you are from the U.S.  or 1 month (from the postmarked date) if
you are from Canada or another country. 

Store credit refunds are at
the sole discretion of Adore Me.com. Orders placed using Groupon, will not be
partially refunded for sets not received. The only way to receive a refund for
orders placed with a Groupon, is to return the entire order. 

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



Best regards,
********** ***** ****** ******* **** ***** *** **** ***** ** *****

Consumer Response: Better Business Bureau:

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

Sincerely,

**** **********



 

10/4/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

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

Desired Settlement: I want all of the incorrect charges gone and I feel like they should do something to compensate for the fact that they have messed with my money so much in the last week. It takes time for them to credit those charges back and I am a Mom with a small child. What if I need that money and I can't use it because it is tied up in the refund process due to their mistakes. It's not like I have tons of money lying around to float me through situations like this. I certainly don't feel like Adore Me deserves my future business if they can't make up for their mistakes in this situation.

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** *****   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****    ******* ********* ***** ****

Dear Better
Business Bureau,

This is in reply to the
complaint ID ********.

Thank you so much for
contacting us.

I looked into the
customer’s case, and see that they have since reached us and this account is
still active as of 9/**/2014.

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

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

Customers who select the VIP Membership option during checkout are sent
a membership confirmation email, then two reminder emails before the *****
reminding them to either skip the month or make a purchase. Customers who do
neither before the ***** are charged $39.95, which turns to store credit
available for their use at any time.

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

At this time the customer was refunded for 3
sets out of the 4 sets she ordered and should have received 2 of those sets as
they already shipped out to her. So she actually got a free set for her to
keep.

If the customer has any additional questions she
can contact are customer care department at ###-###-#### operating hours are from
8:30am- 8:30pm Monday-Friday EST

 

Best regards,
********** ***** ****** ******* **** ***** *** **** ***** ** *****

Consumer Response: Better Business Bureau:

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

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

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


 

 

 

 

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


Sincerely,
****** ********




 

Business Response: H* **** ****,

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

Kind regards,
********** 

 

Consumer Response: Better Business Bureau:

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

Sincerely,

****** ********



 

10/2/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

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

Desired Settlement: VIP membership cancellation, I just want them to cancel my VIP membership, I am not interested in their products or services.

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** *****   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****   ******* ********* *** ****

Dear Better
Business Bureau,

This is in reply to the
complaint ID ********.

Thank you so much for
contacting us.

I looked into the
customer’s case, and see that they have since reached us and been unsubscribed
as of 9/**/2014.

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

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

Customers who select the VIP Membership option during checkout are sent
a membership confirmation email, then two reminder emails before the *****
reminding them to either skip the month or make a purchase. Customers who do
neither before the ***** are charged $39.95, which turns to store credit
available for their use at any time.

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

The customer has not received any additional
charges other than for the purchase made by this customer on 09/**/2014. As
previously stated this customer’s account has been unsubscribed from the VIP
membership.

 
Best regards,
********** ***** ****** ******* **** ***** *** **** ***** ** *****

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

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

I
Sincerely,
******* ****



 

9/29/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I have called Adore Me, Inc.'s customer service phone line twice trying to cancel my VIP account and have been met with inconsistent directions and have been told twice that I am unable to deactivate the VIP account. I never chose to enroll in said VIP program, it was automatically started via email after submitting an order online. When I first realized this, I called immediately asking to be taken off of Adore Me, Inc.'s VIP monthly auto-charge membership. The representative I spoke with said that she would be unable to do so until my order had been processed and I would have to receive my order in the mail before she could close the account. She did, however, tell me that I could put my account on a "payment vacation" after I expressed my worry that my boyfriend's card would be on file and routinely charged in the event that I forgot to "waive" in time according to Adore Me, Inc.'s VIP terms for monthly showrooms (which I only discovered after I was automatically enrolled following my purchase). Upon receiving my order, I called the customer service line again and as instructed by the previous representative, asked to cancel my VIP account. With my second call, the representative I spoke to said that she was unable to cancel my account, as I was on a "payment vacation" and my account was "frozen" to make any changes. She instructed me to call in 3 months time when the account would be removed from this "vacation," then and only then could I close the account. She assured me, however, that should I wish to purchase something, my account would still be active. I explained repeatedly that I wished to close the account because my order was purchased as a gift from my boyfriend and he did not knowingly sign up for this automatic membership. She instead instructed me to change the payment card when purchasing my next order to ensure my boyfriend would not be charged. While I was happy with the product, I explained that there will not be a next order after my experiences. I have tried to be patient in this matter, but am extremely dissatisfied with the company's handling of my concerns. Their website is misleading, and the fact that I will need to wait three months to cancel a VIP account (and can only do so by phone) that I did not wish to be signed up for is completely unreasonable. I have also told all of my female friends to beware of Adore Me, Inc.'s deceptive ******** advertising and have told them of my experience. Sale prices are advertised without clear notice that purchasing such items will automatically enroll customers into a "membership club" that automatically charges on a monthly basis if the user does not remember each month to log in to the store's website and decline the charge. Had I known any of these policies up front, I would have never allowed my boyfriend to purchase my gift through the site.

Desired Settlement: Cancel my account and remove all auto-billing information tied to my boyfriend's credit card. Delete all of my information in its entirety.

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** *****   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****    ******** ********* ***** ****

Dear Better
Business Bureau,

This is in reply to the
complaint ID ********.

Thank you so much for
contacting us.

I looked into the
customer’s case, and see that they have since reached us and been unsubscribed as
of 9/**/2014.

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

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

Customers who select the VIP Membership option during checkout are sent
a membership confirmation email, then two reminder emails before the *****
reminding them to either skip the month or make a purchase. Customers who do
neither before the ***** 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 did not receive any charges
other than her first purchase. At this time the customer’s credit card
information has been removed and she has no store credit in her account. As
previously stated this customer is not unsubscribed.

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


Best regards,
********** ***** ****** ******* **** ***** *** **** ***** ** *****

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** *****   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****    ******** ********* ***** ****

Dear Better
Business Bureau,

This is in reply to the
complaint ID ********.

Thank you so much for
contacting us.

I looked into the
customer’s case, and see that they have since reached us and been unsubscribed as
of 9/**/2014.

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

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

Customers who select the VIP Membership option during checkout are sent
a membership confirmation email, then two reminder emails before the *****
reminding them to either skip the month or make a purchase. Customers who do
neither before the ***** 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 did not receive any charges
other than her first purchase. At this time the customer’s credit card
information has been removed and she has no store credit in her account. As
previously stated this customer is not unsubscribed.

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


Best regards,
********** ***** ****** ******* **** ***** *** **** ***** ** *****

Consumer Response: Better Business Bureau:

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

I have requested via the Better Business Bureau, customer service phone calls, and emailing Adore Me, Inc. directly asking that they delete all account information and cancel my account subscription.  In ********** *****'s own reply to my first Better Business Bureau complaint, she gives contradictory information, saying in the beginning of her response -  "I looked into the customer’s case, and see that they have since reached us and been unsubscribed as of 9/**/2014."  She then closes her response with the contradictory statement that my account is not unsubscribed: "As previously stated this customer is not unsubscribed."

I went back to the site to check if this was simply a typo, but my account is still on file with all email contact information and billing information.  The credit card number has finally been removed, but the account itself is still active, as I was able to re-log in with my email address.  I am again requesting that the account be DELETED in its entirety with all of my information removed, as requested in all of my previous correspondence.  As of September **, 2014 this has still not been resolved.

 
****** *******

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


Sincerely,

****** *******




 

Consumer Response: Better Business Bureau:

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

I have requested via the Better Business Bureau, customer service phone calls, and emailing Adore Me, Inc. directly asking that they delete all account information and cancel my account subscription.  In ********** *****'s own reply to my first Better Business Bureau complaint, she gives contradictory information, saying in the beginning of her response -  "I looked into the customer’s case, and see that they have since reached us and been unsubscribed as of 9/**/2014."  She then closes her response with the contradictory statement that my account is not unsubscribed: "As previously stated this customer is not unsubscribed."

I went back to the site to check if this was simply a typo, but my account is still on file with all email contact information and billing information.  The credit card number has finally been removed, but the account itself is still active, as I was able to re-log in with my email address.  I am again requesting that the account be DELETED in its entirety with all of my information removed, as requested in all of my previous correspondence.  As of September **, 2014 this has still not been resolved.

 
****** *******

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


Sincerely,

****** *******




 

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** *****   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****   ********** ********* ***** ****

Dear Better
Business Bureau,

This is in reply to the
complaint ID********.

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 09/**/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 *****
reminding them to either skip the month or make a purchase. Customers who do
neither before the ***** 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):

This customer has not received any additional charges
on this account other than the order placed by the customer on 09/**/2014. At this
time we are not able to delete the customer’s account so that the customer has
access to her order history. However the
customer will not receive any charges as there is no billing information on
this account and it has been deactivated as well. As previously stated this customer’s account HAS
been unsubscribed and the credit card information has been removed

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


Best regards,
********** *****
****** ******* **** ***** *** **** ***** ** *****

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** *****   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****   ********** ********* ***** ****

Dear Better
Business Bureau,

This is in reply to the
complaint ID********.

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 09/**/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 *****
reminding them to either skip the month or make a purchase. Customers who do
neither before the ***** 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):

This customer has not received any additional charges
on this account other than the order placed by the customer on 09/**/2014. At this
time we are not able to delete the customer’s account so that the customer has
access to her order history. However the
customer will not receive any charges as there is no billing information on
this account and it has been deactivated as well. As previously stated this customer’s account HAS
been unsubscribed and the credit card information has been removed

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


Best regards,
********** *****
****** ******* **** ***** *** **** ***** ** *****

9/24/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Adore Me has signed me up with their monthly membership without my knowledge/consent. I bought a bra set in May 2014, thinking it was a good deal. I strictly went into this knowing that I would be buying from them ONE TIME. As I have read on BBB's website, hundreds of others have also had this problem. Adore me has sent me several emails a week, advertising new bra sets/seasons/etc. If they sent me any "reminder" emails on how they were going to charge me $39.95/month since May, it is no wonder I missed them in the flood of ads they send.

Desired Settlement: I looked through my bank account and found that on June ***, I was charged 39.95. On July ***, I was charged 39.95. On August ***, I was charged 39.95. I was lucky enough to notice that this month (September) I saw a weird charge from Adore me that was 39.95. It caused me to look back and see what else they have charged me. FOUR months of this. I demand a full refund for the past five months, totaling in $159.80.

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** ***** *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****    ******* ********* ***** ****

Dear Better
Business Bureau,

This is in reply to the
complaint ID *********

Thank you so much for
contacting us.

I looked into the
customer’s case, and see that they have since reached us and been unsubscribed as
of 9/**/2014 and $39.95 refunded for the month of September.

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 *****
reminding them to either skip the month or make a purchase. Customers who do
neither before the ***** 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 July
and was charged on 07/***/2014, 08/**/2014, 09/**/2014, and refunded herself
via her showroom on 08/**/2014 and 09/**/2014 for the months of August and
September. At this time the customer has no store credit in her account and was
unsubscribed as previously stated.

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 *** 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 or send an email 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 or emailed 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 AdoreMe.com. Orders placed using Groupon, will
not be partially refunded for sets not received. The only way to receive a
refund for orders placed with a Groupon, is to return the entire order. 

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


Best regards,
********** ***** ****** ******* **** ***** *** **** ***** ** *****

Consumer Response: Better Business Bureau:

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

I have not received a refund for August, as mentioned by the Adoreme representative. And as attached, the benefits of the VIP membership do not clearly say that I would be charged 39.95 every single month. I want a refund for the months where I was unaware of Adoreme charging me without my knowledge (June, July, August). I have contacted their claims department, and they still have not gotten back to me. 

 

 

 

 

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


Sincerely,

**** *******




 

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** *****   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****   ******** ********* ***** ****

Dear Better
Business Bureau,

This is in reply to the
complaint ID *********

Thank you so much for
contacting us.

I looked into the
customer’s case, and see that they have since reached us and been unsubscribed as
of 9/**/2014 and $39.95 refunded for the month of September.

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 *****
reminding them to either skip the month or make a purchase. Customers who do
neither before the ***** 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 July
and was charged on 07/***/2014, 08/**/2014, 09/**/2014, and refunded herself
via her showroom on 08/**/2014 and 09/**/2014 for the months of August and
September. At this time the customer has no store credit in her account and was
unsubscribed as previously stated.

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 *** 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 or send an email 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 or emailed 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 AdoreMe.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,
********** ***** ****** ******* **** ***** *** **** ***** ** *****

9/23/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Adoreme has been charging me $39.95 each month since June 2014. I did not want them to charge me monthly. They have charged me three times, before I cancelled: on 6/**/14, 7/*/14, and 8/*/14. I need a refund. I was moving during these months, and my father was ill- my life was very hectic, and I was not able to contact them or approve or see these charges during these months. When I called, rather than getting someone who was willing to hear this situation and problem, the customer service rep rattled off a long script. I kept asking for her to wait to hear what I called about and she did not stop speaking the script. I do not trust this company will be able to handle my issue or hear my claim, and so I have to place a complaint with BBB. They are very difficult on the phone, and I need them to refund me everything they have charged me; the amount in full is $119.85. I did not receive any products or services for this amount, and I want my money back.

Desired Settlement: I want them to refund me the full amount, $119.85 on my creditcard, which they charged it on.

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** ***** *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****   ******** ********* ***** ****

Dear Better
Business Bureau,

This is in reply to the
complaint ID ********.

Thank you so much for
contacting us.

I looked into the
customer’s case, and see that they have since reached us, been unsubscribed as
of 9/**/2014 and $39.95 refunded for the month of September.

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 *****
reminding them to either skip the month or make a purchase. Customers who do
neither before the ***** are charged $39.95, which turns to store credit
available for their use at any time.

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

The customer did not skip or make a purchase in June
and was charged on 06/***/2014, 07/**/2014, 08/**/2014, and refunded herself
via her showroom on 09/**/2014 for the month of September. As previously stated
this customer has been unsubscribed and refunded.

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 *** 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 or send an email 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 or emailed 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 AdoreMe.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,
********** ***** ****** ******* **** ***** *** **** ***** ** *****

9/19/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I signed up for the VIP service in April. I later decided that I couldn't afford the $39.95 monthly charge. The only way to cancel membership is over the phone, so I called in both July and August to ask for a refund and request a membership cancellation. I was assured both times that my membership would be cancelled, but then I received another $39.95 charge for the month of September. I did an online chat on the website to see what was going on, and the representative informed me that there's no record of my requesting a cancellation in previous months. She suggested I call again, so I did, and I was on hold for 15 minutes before giving up. I am tired of doing this every month.

Desired Settlement: Refund of September credit and termination of membership, with an email confirmation. Adore Me should offer the option to cancel membership on the website, not just via phone. This is not a "security" issue. It's a very common practice with other businesses.

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** ***** *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** ***** ******* ********* ***** ****
Dear Better
Business Bureau,

This is in reply to the
complaint ID *********

Thank you so much for
contacting us.

I looked into the
customer’s case, and see that they have since reached us and been unsubscribed as
of 9/**/2014.

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

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

Customers who select the VIP Membership option during checkout are sent
a membership confirmation email, then two reminder emails before the *****
reminding them to either skip the month or make a purchase. Customers who do
neither before the ***** 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 July
and was charged on 07/**//2014, 08/**/2014, 09/**/2014, and refunded herself
via her showroom on 08/**/2014 and 09/**/2014 for the months of August and
September. At this time the customer has no store credit in her account and was
unsubscribed as previously stated.

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


Best regards,
********** ***** ****** ******* **** ***** *** **** ***** ** *****

Consumer Response: Better Business Bureau:

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

Sincerely,

** ********



 

9/17/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

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

Desired Settlement: I would like my membership to be cancelled immediately and I would like my order to be cancelled. I do not desire to do business with a company that deceives it's customers.

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** *****   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****

Monday, September ****, 2014

Dear Better
Business Bureau,

This is in reply to the
complaint ID ********.

Thank you so much for
contacting us.

I looked into the
customer’s case, and see that they have since reached us and been unsubscribed as
of 9/**/2014.

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

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

Customers who select the VIP Membership option during checkout are sent
a membership confirmation email, then two reminder emails before the *****
reminding them to either skip the month or make a purchase. Customers who do
neither before the ***** are charged $39.95, which turns to store credit
available for their use at any time.

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

The customer was only ever charged for the order that she place on 09/**/2014
for the amount of $9.95. At this time the customer has no store credit in her
account and was unsubscribed as previously stated.


Best regards,
********** ***** ****** ******* **** ***** *** **** ***** ** *****

Consumer Response: Better Business Bureau:

It would have been nice if the business had notified me that they had unsubscribed me from the service, but I am pleased that they did.
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

******* ******



 

9/16/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Store credit has been removed without proper warning or other notice. When I signed up in 2013 there was no mention of store credit expiring. In August of 2013 I had $99.85 in store credit due to forgetting to skip certain months and refunds from products. Suddenly the balance began diminishing. I emailed earlier this year to address the concern and didn't get a sufficient response. My balance is now down to $0. I had intended on using the credit but didn't find the products that suited my taste, but now have no money to use and find that my credit is completely gone. Unfair business practice. A notice should have at least been appropriate since there was no advertisement of credit expirations when I signed up.

Desired Settlement: I'd appreciate having my store credit back so I can make a purchase.

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** *****   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****    ******* ********* ***** ****
Dear Better
Business Bureau,

This is in reply to the
complaint ID ********.

Thank you so much for
contacting us.

I looked into the
customer’s case, and see that they have since reached us and is still active as
of 9/**/2014.

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

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

Customers who select the VIP Membership option during checkout are sent
a membership confirmation email, then two reminder emails before the *****
reminding them to either skip the month or make a purchase. Customers who do
neither before the ***** 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/***/2013, 05/***2013, ***10/2013, 07/***2013, and 08/***2013.

The store credits do expire 12 months after they
were charged. This information is stated in the emails informing you that you
have been charged and your money is in store credit on the website for use on
your next purchase. It’s also stated in the terms and conditions (as seen below
in image #3):

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


Best regards,
********** ***** ****** ******* **** ***** *** **** ***** ** *****

Consumer Response: Better Business Bureau:

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

Hello,
I am attaching a sample email confirmation of when a credit is charged from May 2013.  Please note that a mention of expiration is nowhere in the email. 

Unfortunately, their policy is misleading.  Even in their statement to the BBB they say the credit can be used "at any time", which if it were more accurately stated would read, "Anytime within the next 12 months".

I am respectfully requesting that my credit of $99 be reinstated.  I would love to use it as soon as possible.  I am not asking for a refund, simply the ability to purchase goods with the money I have already paid and the company has already accepted.

 

 

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


Sincerely,

********* ******




 

9/15/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

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

Desired Settlement: Remove me from this membership and contact shipping to take you merchandise back to you. If I email/call 5 minutes after ordering there is no reason why I should be told I cannot be helped. Also, returning my phone call would be lovely.

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** ***** *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****   ********* ********* **** ****

Dear Better
Business Bureau,

This is in reply to the
complaint ID ********.

Thank you so much for
contacting us.

I looked into the
customer’s case, and see that they have since reached us and been unsubscribed
as of 9/*/2014.

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

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

Customers who select the VIP Membership option during checkout are sent
a membership confirmation email, then two reminder emails before the *****
reminding them to either skip the month or make a purchase. Customers who do
neither before the ***** are charged $39.95, which turns to store credit
available for their use at any time.

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

The customer did not receive any additional
charges other than for the order they placed on 08/**/2014. As previously
stated this customer was already unsubscribed.

We do not offer the option to cancel orders once
an order is placed as stated in our terms and conditions. (as seen in image
#3):

If this customer does not want this order he/she
can process a return online in her Adore Me account. 


Best regards,
********** ***** ****** ******* **** ***** *** **** ***** ** *****

9/12/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

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

Desired Settlement: I would like my money back that they were not authorized to take from me in the first place. Thank you for your time.

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** *****   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****    ********* ********* **** ****

Dear Better
Business Bureau,

This is in reply to the
complaint ID ********.

Thank you so much for
contacting us.

I looked into the
customer’s case, and see that they have since reached us and been unsubscribed
as of 9/*/2014 as well as refunded in the amount of $39.95 for the month of August.


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

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

Customers who select the VIP Membership option during checkout are sent
a membership confirmation email, then two reminder emails before the *****
reminding them to either skip the month or make a purchase. Customers who do
neither before the ***** are charged $39.95, which turns to store credit
available for their use at any time.

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

The customer did not skip or make a purchase in May
and was charged on 05/***/2014, 06/**/2014, 07/**/2014, and 08/**/2014 but was
refunded and unsubscribed on 09/**/2014. As previously stated I have refunded
and, unsubscribed this customer.

For any remaining store credit that exceeds our
30 day refund policy please contact our claims department:

To
request a credit refund, please contact our customer service
department. All refunds are subject to our Refund Policy.
Please note: Credits
resulting from the monthly charge on the *** are only eligible for a refund up
to 30 days past the date of the charge. In order to be eligible for a refund
of store credit beyond 30 days, you must write a letter to our claims
department explaining the case and why you were not able to call within our 30
day limit to request a refund. Please include your email address in the letter.
All requests sent to the claims department must be typed and mailed to:

Adore
Me: Claims

*** *** ****** **** ****** ***** ****** *** ***** ** 

Or email:
******************

We will analyze your case
and provide an answer by email within 10 business days (from the postmarked
date) if you are from the U.S.  or 1 month (from the postmarked date) if
you are from Canada or another country. 

Store credit refunds are at
the sole discretion of Adore Me.com. Orders placed using Groupon, will not be
partially refunded for sets not received. The only way to receive a refund for
orders placed with a Groupon, is to return the entire order. 

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



Best regards,
********** ***** ****** ******* **** ***** *** **** ***** ** *****

9/11/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Among multiple issues that I have had with this business including poor quality in clothing and not allowing credit to be returned to my credit card (I was not aware I would be charged every month so the store credit built up substantially - my fault for not being more careful while reading the small print/researching the company) I was forced to use the credits and go on a "Payment Vacation" so that my credit card would not continue to be charged. After receiving my package and having to pay an a additional $50 for customs, I decided the credit amount left on my Adore Me account was not worth the ridiculous America to Canada customs fee (I order things from the States often and have never had to pay such an outrageous amount). First I emailed and received a reply stating that due to security reasons they could not cancel my account via email and to telephone the company (I guess there are no security issues while signing up online and charging my credit card monthly.) So I called and was told that my account was frozen and they can not delete my account until September ***. I do not trust this company with my personal and financial information. Customer service was horrible and insulting. I spoke with a computer technician who specializes in programing and was told it should not be an issue to delete my information from their system Today.

Desired Settlement: I would like my account cancelled and all of my information deleted from Adore Me's (and any site/company related to Adore Me) database today.

Business Response: ***** *** *** *** *** ******* **** ***** *** ***** ** *****   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****   ******* ****** **** ****

Dear Better
Business Bureau,

This is in reply to the
complaint ID ********.

Thank you so much for
contacting us.

I looked into the
customer’s case, and see that they have since reached us and been unsubscribed
as of 8/***/2014.

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 *****
reminding them to either skip the month or make a purchase. Customers who do
neither before the ***** are charged $39.95, which turns to store credit
available for their use at any time.

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

The customer did not skip or make a purchase in March
and was charged on 03/**//2014, 04/**/2014, 05/06/2014 and 06/**/2014 but contacted
us on 07/**/2014 and agreed to be placed on a payment vacation for the
following 3 months at the time she called. As previously stated this customer
was already unsubscribed.


Best regards,
********** ***** ****** ******* **** ***** *** **** ***** ** *****

Consumer Response: Better Business Bureau:

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

Did you read my complaint?  The sign up was not the issue.  I want my Account completely deleted from your system so that I don't ever have to hear from you or contact you to remove myself from your system again. I have attached an email stating that my account cannot be deleted due to being on the "payment vacation" (which is what I assume you refer to as being "deactivated") this "deactivation" is not permanent. Please make it permanent.

 

 

 

 

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


Sincerely,
********* ********




 

Consumer Response: Better Business Bureau:

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

I refuse to contact this company personally as they offer such awful customer service and do not complete requests - which is why I am contacting the BBB so that this situation can be documented and resolved. I continue to receive emails from Adore Me (see attached dated August **) and they obviously have not deleted me from their system as they provided a screen shot with my name present on their system. Why is my request so difficult to address and complete? This is ridiculous. 

 

 

 

 

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


Sincerely,

********* ********




 

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** *****    ******* ****** **** ****

Dear Better
Business Bureau,

This is in reply to the
complaint ID ********.

Thank you so much for
contacting us.

I looked into the
customer’s case, and see that they have since reached us and been unsubscribed
as of 8/**/2014.

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 *****
reminding them to either skip the month or make a purchase. Customers who do
neither before the ***** are charged $39.95, which turns to store credit
available for their use at any time.

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

The customer did not skip or make a purchase in March
and was charged on 03/***/2014, 04/**/2014, 05/**/2014 and 06/**/2014 but contacted
us on 07/**/2014 and agreed to be placed on a payment vacation for the
following 3 months at the time she called. As previously stated this customer
was already unsubscribed.

In order to stop receiving emails this customer
must unsubscribe from the emailing list by going to one of the promotional
emails and at the bottom of that email clicking unsubscribe from all emails.
The promotional emailing list is separate from the customer’s account. I went
ahead and removed this customer from the emailing list today please allow 24
hours after today’s date 9/*/2014 to stop receiving emails


Best regards,
********** ***** ****** ******* **** ***** *** **** ***** ** *****

8/27/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I placed an order with this company online with a credit card. One of the products was returned and I received credit for future purchase. The credit card I used was having larger balances than I seen and checked the card and found out I was being charged for a VIP membership for Adore Me that I was not aware of. My credit balance with the store is now $239.70. They debited my card monthly with NO DELAY, but when asked to stop my membership, refund the entire credit balance back to the credit card charged, they claim it takes up to 30 days.

Desired Settlement: Refund the entire $239.70 store credit balalnce to my credit card in the same time frame that they would charge for VIP membership and an order.

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** ***** *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****    ******* ****** ***** ****

Dear Better
Business Bureau,

This is in reply to the
complaint ID ********.

Thank you so much for
contacting us.

I looked into the
customer’s case, and see that they have since reached us and been unsubscribed
as of 8/**/2014.

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 *****
reminding them to either skip the month or make a purchase. Customers who do
neither before the ***** 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 February
and was charged on 02/***/2014, 03/**/2014, 04/**/214, 05/**/2014, 06/**/2014
and 07/**/2014 but contacted us on 08/**/2014 and was unsubscribed at the time
she called. As previously stated this customer was already unsubscribed.

For any remaining store credit that exceeds our
30 day refund policy please contact our claims department:

To
request a credit refund, please contact our customer service
department. All refunds are subject to our Refund Policy.
Please note: Credits
resulting from the monthly charge on the *** 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.

Please email:
******************
Or address your letter to:
***** *** ****** *** *** ****** ***** ** ***** *** **** ***** ** *****

We will analyze your case
and provide an answer by email within 10 business days (from the postmarked
date) if you are from the U.S.  or 1 month (from the postmarked date) if
you are from Canada or another country. 

Store credit refunds are at
the sole discretion of Adore Me.com. Orders placed using Groupon, will not be
partially refunded for sets not received. The only way to receive a refund for
orders placed with a Groupon, is to return the entire order. 

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


Best regards,
********** ***** ****** ******* **** ***** *** **** ***** ** *****

Consumer Response: Better Business Bureau:

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

[Your Answer Here] The timeliness of the resolution. They can charge my card right now, but refunds in 10 days?

 

 

 

 

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


Sincerely,

***** *****




 

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** *****   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****   ******* ****** ***** ****

Dear Better
Business Bureau,

This is in reply to the
complaint ID ********.

Thank you so much for
contacting us.

I looked into the
customer’s case, and see that they have since reached us and been unsubscribed
as of 8/**/2014.

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 *****
reminding them to either skip the month or make a purchase. Customers who do
neither before the ***** 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 February
and was charged on 02/***/2014, 03/**/2014, 04/**/214, 05/**/2014, 06/**/2014
and 07/**/2014 but contacted us on 08/**/2014 and was unsubscribed at the time
she called. As previously stated this customer was already unsubscribed.

This customer has already contacted our claims
department and was refunded in the amount of $239.70 (as seen in image #3):  


Best regards,
********** ***** ****** ******* **** ***** *** **** ***** ** *****

Consumer Response: Better Business Bureau:

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

Sincerely,

***** *****


 

8/27/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Website deceives customers by signing them up for paid membership without customer's knowledge or consent.

Desired Settlement: Remove all personal information from their system and to not charge my account monthly.

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** ***** *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****    ******* ****** ***** ****
Dear Better
Business Bureau,

This is in reply to the
complaint ID ********.

Thank you so much for
contacting us.

I looked into the
customer’s case, and see that they have since reached us and been unsubscribed
as of 8/**/2014.

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 *****
reminding them to either skip the month or make a purchase. Customers who do
neither before the ***** are charged $39.95, which turns to store credit
available for their use at any time.

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

The customer did not receive any additional
charges other than for the order they placed on 08/**/2014. As previously
stated this customer was already unsubscribed.


Best regards,
********** ***** ****** ******* **** ***** *** **** ***** ** *****

Consumer Response: Better Business Bureau:

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

Sincerely,

******* ******



 

8/20/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been charge 39.95 every month since I made a purchase for 19.95 in May. If it was clear on their website, I would not have agreed to the charges.

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

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** *****   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****    ******* ****** **** ****

Dear Better
Business Bureau,

This is in reply to the
complaint ID ********.

Thank you so much for
contacting us.

I looked into the
customer’s case, and see that they have since reached us and been unsubscribed
as of 8/**/2014 and refunded for the month of August.

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

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

Customers who select the VIP Membership option during checkout are sent
a membership confirmation email, then two reminder emails before the *****
reminding them to either skip the month or make a purchase. Customers who do
neither before the ***** are charged $39.95, which turns to store credit
available for their use at any time.

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

The customer did not skip or make a purchase in May
and was charged on 05/***/2014, 06/**/2014, 07/**/2014 and 08/**/2014 but contacted
us on 08/**/2014 was refunded and unsubscribed at the time she called. As
previously stated this customer was already refunded and unsubscribed.

For any remaining store credit that exceeds our
30 day refund policy please contact our claims department:

To
request a credit refund, please contact our customer service
department. All refunds are subject to our Refund Policy.
Please note: Credits
resulting from the monthly charge on the *** 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: ****** *** *** ****** **** ****** *********** *** ***** ** 

We will analyze your case
and provide an answer by email within 10 business days (from the postmarked
date) if you are from the U.S.  or 1 month (from the postmarked date) if
you are from Canada or another country. 

Store credit refunds are at
the sole discretion of Adore Me.com. Orders placed using Groupon, will not be
partially refunded for sets not received. The only way to receive a refund for
orders placed with a Groupon, is to return the entire order. 

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





Best regards,
********** ***** ****** ******* **** ***** *** **** ***** ** *****

Consumer Response: Better Business Bureau:

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

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

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

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

Sincerely,
******* ***]

 

 

 

 

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


Sincerely,

******* ***




 

Business Response: ***** *** *** *** *** ******* **** ***** *** ***** ** *****   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****    ******* ****** ***** ****

Dear Better
Business Bureau,

This is in reply to the
complaint ID ********.

Thank you so much for
contacting us.

I looked into the
customer’s case, and see that they have since reached us and been unsubscribed
as of 08/**/2014 and refunded for the month of August. This customer also
contacted our claims department and was refunded the remaining balance of
$119.85 on 08/**/2014.

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

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

Customers who select the VIP Membership option during checkout are sent
a membership confirmation email, then two reminder emails before the *****
reminding them to either skip the month or make a purchase. Customers who do
neither before the ***** are charged $39.95, which turns to store credit
available for their use at any time.

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

The customer did not skip or make a purchase in May
and was charged on 05/***/2014, 06/**/2014, 07/**/2014 and 08/**/2014 but contacted
us on 08/**/2014 was refunded and unsubscribed at the time she called. As
previously stated this customer was already refunded the full amount in her
store credit and was previously unsubscribed.

 

Best regards,
********** ***** ****** ******* **** ***** *** **** ***** ** *****

Consumer Response: Better Business Bureau:

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

Sincerely,

******* ***



 

8/16/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: When I purchased from adoreme.com, they told me that I could close my account if I called them after I received my order so that I wouldn't be charged every month for their subscription fee. I followed their instructions but instead of closing my account they switched it to a three month "vacation payment." I tried calling them again to make sure that my account was closed and they said that I would have to wait to close it until after the three month vacation period (on November *) or they would charge me again for the subscription.

Desired Settlement: I would like to have my account permanently closed immediately and have no future billings.

Business Response: ***** *** *** *** *** ******* **** ***** *** ***** ** *****   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****    ********** ****** ***** ****

Dear Better
Business Bureau,

This is in reply to the
complaint ID ********.

Thank you so much for
contacting us.

I looked into the
customer’s case, and see that they have since reached us and been unsubscribed
as of 8/**/2014.

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 ***** reminding them to either skip the
month or make a purchase. Customers who do neither before the ***** 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 July
and was charged on 07/**//2014, then later used that credit towards the order
placed on 07/**/2014. As previously stated this customer was already unsubscribed
and this account is now deactivated. (as seen below in image #3):

This account will not receive any further
charges as it is now inactive.


Best regards,
********** ***** ****** ******* **** ***** *** **** ***** ** *****

Consumer Response: Better Business Bureau:

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

Sincerely,

******* ****



 

8/15/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered an item from this company, then I discovered three weeks later that they had just added another charge. When I called them to ask about the charge, they claimed I had signed up for a program that would charge me $40 a month for a 'showing room' in their store. I did not sign up for this service and was very upset about them using my credit card information this way.

Desired Settlement: I would like the $40 refunded, to have my account with them closed, and to have my information removed from their system.

Consumer Response: Better Business Bureau:

The response made by the business in reference to complaint ID ******** was that they would refund the money to me within two to three business days. If they do so and I am not charged again, then I am satisfied with the response and measures they took. 

Sincerely,

****** *******



 

8/7/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: This website advertised great deals on lingerie but in the process tricked me into somehow signing up for a "VIP Program". They have been charging my credit card 39.95 USD per month!!!! When I called to have it stopped they told me they refuse to refund past 30 days unless I write a "typed letter" and MAIL it to their "claims department". The customer service was TERRIBLE!!!! This practice is disgusting and if it's not illegal....it SHOULD BE! I was charged !100.00 by my bank for going over my credit limit because I HAD NO IDEA THEY WERE CHARGING ME!

Desired Settlement: I WOULD LIKE THIS AMOUNT OF $39.95 USD PLUS my $100.00 bank charge to be refunded. I dont believe this to be unreasonable as I WAS TRICKED INTO SOMETHING I DID NOT WANT. I WOULD NEVER SIGN UP TO BE CHARGED THAT AMOUNT EVERY MONTH!!!

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** *****   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****    ******** **** ***** ****

Dear Better
Business Bureau,

This is in reply to the
complaint ID *********

Thank you so much for
contacting us.

I looked into the
customer’s case, and see that they have since reached us and been unsubscribed
as of 7/**/2014 and refunded for the month of July.

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

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

Customers who select the VIP Membership option during checkout are sent
a membership confirmation email, then two reminder emails before the *****
reminding them to either skip the month or make a purchase. Customers who do
neither before the ***** are charged $39.95, which turns to store credit
available for their use at any time.

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

The customer did not skip or make a purchase in June
and was charged on 06/***/2014, and 07/**/2014 but contacted us on 07/**/2014
was refunded and unsubscribed at the time she called. As previously stated this
customer was already refunded and unsubscribed.

For any remaining store credit that exceeds our
30 day refund policy please contact our claims department:

To request a credit refund, please contact our customer service
department. All refunds are subject to our Refund Policy.
Please note: Credits
resulting from the monthly charge on the 6th are only eligible for a refund up
to 30 days past the date of the charge. In order to be eligible for a refund
of store credit 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,
********** ***** ****** ******* **** ***** *** **** ***** ** *****

8/5/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

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

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** ***** *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****   ******** **** ***** ****

Dear Better
Business Bureau,

This is in reply to the
complaint ID ********.

Thank you so much for
contacting us.

I looked into the
customer’s case, and see that they have since reached us and been unsubscribed
as of 7/**/2014 and refunded for the month of July.

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

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

Customers who select the VIP Membership option during checkout are sent
a membership confirmation email, then two reminder emails before the *****
reminding them to either skip the month or make a purchase. Customers who do
neither before the ***** are charged $39.95, which turns to store credit
available for their use at any time.

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

The customer did not skip or make a purchase in June
and was charged on 06/**//2014but contacted us on 07/**/2014 was unsubscribed
at the time she called. As previously stated this customer was already unsubscribed.

For any remaining store credit that exceeds our
30 day refund policy please contact our claims department:

To request a credit refund, please contact our customer service
department. All refunds are subject to our Refund Policy.
Please note: Credits
resulting from the monthly charge on the *** 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,
********** ***** ****** ******* **** ***** *** **** ***** ** *****

8/5/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: They make it incredibly difficult to cancel subscription and continue to charge my credit card. I made a purchase, which enrolled me in a subscription service. You cannot cancel the subscription through your online account or via email. You cannot remove your credit card information from the account. The only way to cancel is to call a phone number. There is always a long wait, and I have twice called to cancel, and they make it incredibly difficult, and even hung up. They automatically charge your credit card, and threatened to take away the credits I had already been charged for if I cancelled.

Desired Settlement: Allow for cancellation of membership through online account. I couldn't even find the information on their website on how to cancel.

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** ***** ****** ************** ********* **** ***** **** *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****   ********* **** ***** ****




Dear Better
Business Bureau,





This is in reply to the
complaint ID ********.

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 *****
reminding them to either skip the month or make a purchase. Customers who do
neither before the ***** are charged $39.95, which turns to store credit
available for their use at any time.



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


The customer did not skip or make a purchase in June
and was charged on 6/*/2014. We are unable to refund this customer because they
used their store credit but they are more than welcome to return their item.  

 

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,

******** ***** ****** ******* **** ***** *** **** ***** ** *****

Consumer Response: Better Business Bureau:

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

 I have previously complained about the policies of this company, and though my complaint was closed, the issue has resurfaced. I made a purchase through this website, and was automatically enrolled in a 'membership' program where I am charged a monthly 'credit', and have only 5 days to opt out. There is no way to quit except to call the business. You aren't able to quit via the internet or your online account, and it isn't made clear during checkout that you are being enrolled. There is also no way to remove your credit card information from their website. I had a very difficult time getting un-enrolled last time (long hold times, CSRs that hang up/make it very difficult to quit). I had a credit in my account because of the auto-debit from my account, and was informed that I would lose it if I quite prior to using it, so rather than lose my $40 entirely, I spent it. I was using a credit that I was charged for without my authority and was informed that I would lose entirely if I tried to quit. I spent it rather than losing $40. I would argue this is a VERY different thing than making a 'purchase' on their website as the representative from Adore Me tried to say I was doing in their response to my complaint. It was not by choice, but rather force. I would have much preferred to have the money back, and not have to buy another item of poor quality from them, but it was better than being out the money. I received said item, it was of bad fit/quality, so I returned. Again, I did not receive a refund, but another credit. So...I spent it again today, and then received an email that I had be re-enrolled in the "membership"! I tried to call again and quit, and after being on hold for 10 minutes, I was hung up on. I called again, had to hold for another 10 minutes, and was then informed that I COULD NOT quit the membership until the item arrives, which means that I'm going to have to call back yet again! Unbelievable. Absolutely unbelievable


 They need to make quitting the membership something that people are able to actually do. Unethical practices.

 

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


Sincerely,

******* ****




 

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** *****    *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****   ******** **** ***** ****

Dear Better
Business Bureau,

This is in reply to the
complaint ID ********.

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 *****
reminding them to either skip the month or make a purchase. Customers who do
neither before the ***** are charged $39.95, which turns to store credit
available for their use at any time.

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

The customer did not skip or make a purchase in June
and was charged on 06/**//2014.This customer used her store credit on **/**/2014
but contacted us on 07/**/2014 and was unsubscribed at the time she called. This
customer returned her item purchased on **/**/2014 and was refunded in the form
used to place that order which was her store credit. The customer used her
store credit on 07/**/2014 and again checked out as a VIP member rather than a
pay as you go customer in order to take advantage of a discount. Today the
customer has been unsubscribed again.

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


Best regards,
********** ***** ****** ******* **** ***** *** **** ***** ** *****

8/4/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I went on this website to purchase a corset for my wedding. During check-out it asked if I would like to be registered for a monthly subscription and if I did then I would receive a discount on my purchase. I just noticed that they have been taking $39.95 out of my account each month and applying it as a "store credit" that can be used by their website only. I called to complain and they stated that that is what the monthly subscription is. I stated that I never agreed to have money taken out of my account and would like a refund for the amount that has been pulled out so far. They stated they could only refund me for the past 30 days and that if I would like a refund for the rest I would need to mail a written letter to their office. They would not allow me to speak to anyone in claims nor could they give me any sort of email address, only a mailing address. I think this is completely unacceptable and very bad business.

Desired Settlement: I would like to be refunded for the amount of $119.00 - the remainder of what was charged without my knowledge.

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** *****   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****    ******* **** ***** ****

Dear Better
Business Bureau,

This is in reply to the
complaint ID ********.

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 as well as refunded in the amount of $39.95 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 *****
reminding them to either skip the month or make a purchase. Customers who do
neither before the ***** 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, 06/**/2014, and 07/**/2014 but contacted
us on 07/**/2014 and was refunded and unsubscribed at the time she called. As
previously stated I have refunded her 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 *** 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,
********** ***** ****** ******* **** ***** *** **** ***** ** *****

7/25/2014 Billing/Collection Issues | Complaint Details Unavailable
7/24/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: 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: ******** *** *** *** ******* **** ***** *** ***** ** ***** *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****    ********** **** ***** ****
Dear Better
Business Bureau,

This is in reply to the
complaint ID ********.

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 *****
reminding them to either skip the month or make a purchase. Customers who do
neither before the ***** 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,
********** ***** ****** ******* **** ***** *** **** ***** ** *****

7/18/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: 5/**/14: Order placed (#*********) 6/*/14: Received notification email stating that as a "VIP Member" I needed to either "shop or skip" in the next four days or be charged $39.95 on 6/**. 6/*/14: Replied to AdoreMe stating "I didn't subscribe to this recurring payment. Cancel my membership immediately." 6/*/14: "Skipped" the month to avoide the $39.95 charge 6/**/14: Received reply from AdoreMe stating that the VIP Membership is automatically added to the cart, and that it cannot be cancelled on the website or through email. ###-###-#### must be called in order to cancel. 6/**/14: Called ###-###-#### and spoke to a representative. Representative told me that my account was now cancelled. 7/*/14: Notification received from Visa that my card was charged $39.95 by AdoreMe.com on 7/*/14, despite my having cancelled the account on 6/**, and despite no reminder email of the impending charge. 7/*/14: Email received from AdoreMe stating that my $39.95 July credit is now ready to use on the site 7/*/14: I attempt to call ###-###-#### again to see why my account was still active when I had been told it was cancelled. I spend 10 minutes on hold without ever being put through to a representative. 7/*/14: I reply to the AdoreMe email explaining that I cancelled this membership the previous month, and that I attempted to call the 1-800 number but was never able to get through to a representative in 2 attempts. I again ask to have the account cancelled, as it should have already been. 7/**/14: Reply received from ***** ********* at AdoreMe. She dodges my questions as to why it was not cancelled when I called in last time and was told it was cancelled, and also dodges answering if there are any alternatives to calling in and spending an incredible amount of time on hold. "I was able to check into your account to gain some further insight into how I may assist you at this time.I can see that you are still a VIP member and you were charged with 39.95$ . We have a 30 day, no questions asked refund policy for store credit you dont want on your Adore Me account. For security reasons, you must call our Customer Care Service at ************** Monday - Friday from 8:30 am - 8:30 pm to request a refund and to cancel your membership."

Desired Settlement: I want the account cancelled this time, pure and simple. I want written documentation stating this fact; something which I cannot get by calling their 1-800 number. I also want the unauthorized charge of $39.95 refunded back to my credit card; not issued in store credit.

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** *****   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****   ********* **** ***** ****

Dear Better
Business Bureau,

This is in reply to the
complaint ID ********.

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 as well as refunded in the amount of $39.95 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 *****
reminding them to either skip the month or make a purchase. Customers who do
neither before the ***** 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 July
and was charged on 07/*/2014. As previously stated I have refunded and,
unsubscribed this customer. This customer should receive an email confirming
that this account was deactivated.

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


Best regards,
********** ***** ****** ******* **** ***** *** **** ***** ** *****

Consumer Response: Better Business Bureau:

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

Sincerely,

*** ******



 

7/18/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I made a $25 purchase in Feb and got automatically signed up as a VIP member (which charges you $39.95 every month) without knowing it. After I found out about their VIP membership and before they charged me any money, I called Adore me customer service and canceled the membership. But they've been charging me $39.95 for 3 months until I found out. I called the customer to get the last month $39.95 refunded but was told that I have to write a letter to claim for a refund for any charges made one month earlier. I have to wait for one month to get respond for whether they are going to refund me. While waiting, I just fund out that they are still charging me, without any reminder. I am just furious. It is a total scam.

Desired Settlement: Refund all the money charged on my credit card and stop charging me!

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** *****   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****    ********** **** ***** ****

Dear Better
Business Bureau,


This is in reply to the
complaint ID ********.

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 *****
reminding them to either skip the month or make a purchase. Customers who do
neither before the ***** 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 6/24/2014 and was refunded for the month of June. This customer
later contacted our claims department and was refunded by the claims department
on 7/*/2014 for the remaining balance of $119.85. This customer has already
been refunded and also unsubscribed as previously stated.


Best regards,
********** ***** ****** ******* **** ***** *** **** ***** ** *****

Consumer Response: Better Business Bureau:

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

Sincerely,

**** *****



 

7/17/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have had to call every month since February for them to dis-enroll me from their VIP program. Every month I am apologized to and told it won't ever happen again yet I continue to have the unauthorized charges taken from my bank account.

Desired Settlement: Remove my account and credit card information from their system since they are not capable of doing what they promised by stopping the monthly charges.

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** ***** *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****   ********** **** **** ****

Dear Better
Business Bureau,

This is in reply to the
complaint ID *********

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/*/201.

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 *****
reminding them to either skip the month or make a purchase. Customers who do
neither before the ***** are charged $39.95, which turns to store credit
available for their use at any time.

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

The customer did not skip or make a purchase in May
and was charged on 05/**/2014, 06/***/2014, 07/**/2014. As previously stated this
customer has been unsubscribed.

 
Best regards,
********** ***** ****** ******* **** ***** *** **** ***** ** *****

7/17/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a set from Adorme.com I noticed after purchasing the set and reading reviews of a VIP Charge of $39.00 monthly charge. It honestly was not clear on the site and did not notice that they were going to start charging me this. It was when I was reading reviews that I came ac cross dissatisfied customers and they mentioned this monthly fee as well and how hard they made it to cancel. I took action immediately to cancel but only to realize that nothing had been done. I canceled within 30 days of my purchasy, this was not an easy task. I unsubscribed from the VIP and to my surprise they kept charging the monthly fee. I tried calling there 1-800 and no one answered. I contacted them directly thru there contact us on there site and no action as been done to cancel and refund me $ 119.85. I also tried to remove my credit card info on file and this is not even an option. As a business owner I feel cheated as I owe an online business as well this is not ACCEPTABLE business ethic.

Desired Settlement: I would like to get my full refund for the months charged $119.85

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** *****   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****    ********** **** **** ****

Dear Better
Business Bureau,


This is in reply to the
complaint ID ********.

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 as well as refunded in the amount of $39.95 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 *****
reminding them to either skip the month or make a purchase. Customers who do
neither before the ***** are charged $39.95, which turns to store credit
available for their use at any time.

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

The customer did not skip or make a purchase in May
and was charged on 05/**/2014, 06/***/2014, 07/**/2014. There is no record that
this customer called us to unsubscribe. As previously stated I have refunded and,
unsubscribed this customer.

For any remaining store credit that exceeds our
30 day refund policy please contact our claims department:

To request a credit refund, please contact our customer service
department. All refunds are subject to our Refund Policy.
Please note: Credits
resulting from the monthly charge on the *** 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,
********** ***** ****** ******* **** ***** *** **** ***** ** *****

7/16/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: This company tricks people into signing up for a 'VIP' membership. It charged 39.95 to your card every month. Because I never signed up for their membership I was a bit confused to see 80 dollars taken from my bank account for their monthly service. I bought one clothing item from them, and apparently that was enough for them to make the assumption I want to be a part of their membership.

Desired Settlement: I would like all of my money back, I would like to be removed from their membership, and I would like them to not have any way to take money from people unjustly.

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** *****   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****   ********** **** **** ****

Dear Better
Business Bureau,

This is in reply to the
complaint ID ********.

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 *****
reminding them to either skip the month or make a purchase. Customers who do
neither before the ***** are charged $39.95, which turns to store credit
available for their use at any time.

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

The customer did not skip or make a purchase in June
and was charged on 06/**/2014, 07/***/2014, and contacted us on 7/*/2014 and was
refunded and unsubscribed at the time of her call. As previously stated this
customer has been refunded and unsubscribed.

 
Best regards,
********** ***** ****** ******* **** ***** *** **** ***** ** *****

7/16/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: 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 ********************* Thank you, *****.

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: ******** *** *** *** ******* **** ***** *** ***** ** *****   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****    ********** **** **** ****

Dear Better
Business Bureau,

This is in reply to the
complaint ID ********.

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 *****
reminding them to either skip the month or make a purchase. Customers who do
neither before the ***** 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,
********** ***** ****** ******* **** ***** *** **** ***** ** *****

7/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: 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: ******** *** *** *** ******* **** ***** *** ***** ** ***** *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****   ******* **** ***** ****

Dear Better
Business Bureau,

This is in reply to the
complaint ID *********

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 *****
reminding them to either skip the month or make a purchase. Customers who do
neither before the ***** 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: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, 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 BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

***** *******




 

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** ***** *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****    ******** **** **** ****

Dear Better
Business Bureau,


This is in reply to the
complaint ID ********.

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 *****
reminding them to either skip the month or make a purchase. Customers who do
neither before the ***** 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,
********** ***** ****** ******* **** ***** *** **** ***** ** *****

7/3/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I actually liked the lingerie I bought from them. My problem is with their business practices. It's not obvious when you're making a purchase, but they opt you into a "VIP membership," which continues to bill you about $40 every month, whether you make a purchase or not. There IS an option to pay as you go instead, but they put it in a grey box that the average buyer (who is not used to having to choose NOT to sign up for a subscription service) can easily overlook. I purchased a lingerie set and received it, but then realized a few days later that I'd accidentally opted myself into this VIP thing. They claim that you can "cancel at any time," but when I called they said I have to wait ten days before cancelling. Where is that in your terms and conditions, AdoreMe? I'm especially irritated because it seems like they only have one person answering their phones, and the wait takes a long time. In addition, I've found out that when you cancel the membership, they retroactively bill you more money, because apparently only VIP members get the special price that you buy the first set at. If you return, they take a 15% restocking fee. I looked in their terms and conditions and policies, and it doesn't say this anywhere. I got this information by talking to them on the phone. If they weren't being so sneaky about it, I would have probably been a repeat customer, because I liked the stuff and it shipped quickly. Most of the money they are making is probably from people who don't realize they've set up a recurring charge on their card. If you're not the kind of person who checks your statements very closely, I can see how this charge could go unnoticed. I'm very unhappy with this business and feel that I've been lured into making a purchase, and now there is no way for me to get all of my money back from them. I'm afraid that if I send the unworn product back, they will keep it and not refund my money because I don't have the original shipping box that it came in, and they stipulate that the item must be returned in "original packaging." They have a lot of hidden policies, and if I'm going to be out $40, I sure as heck am not giving them the product back. They'll probably make me pay return shipping if they decide they don't want to refund my money.

Desired Settlement: I either want to cancel the VIP membership immediately and return the unworn merchandise for a FULL refund, or I want to cancel the VIP membership, keep the product I paid for, and incur no additional charges as a result of cancelling the membership. Your website says that you can cancel membership at any time. You also say returns are free. If you're going to retroactively bill at the "non-member" price and charge a restocking fee, that information needs to be accessible to your buyers. The way you practice business is deceptive and dishonest.

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** *****   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****   ******** **** ***** ****

Dear Better
Business Bureau,

This is in reply to the
complaint ID*********

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 *****
reminding them to either skip the month or make a purchase. Customers who do
neither before the ***** are charged $39.95, which turns to store credit
available for their use at any time.


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

As previously stated this customer has been unsubscribed
from the VIP Membership.

For 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.

Please
also refer to our Shipping, Return and
Exchange Policies section, for additional details.


Best regards,
********** ***** ****** ******* **** ***** *** **** ***** ** *****

7/3/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have ordered about 8 different bras and panties from this company, my family and boyfriend have ordered for me as well. I have a big problem with their sizes, because they are always different. You would think, since the company makes all these items, they would have consistency in their sizes. I order small in one item and the panties fit, the next time I order a small, the panties fit more like ***. There is absolutely no consistency in their sizes what so ever! I could be a size ** * to **** at any given time. I liked the gray lacy bra I ordered, but the size * panties fit more like ***. They have strict 30 day return, that I realized too late. So stuck with bra that fits, but cant wear panties. I noticed there was a similar styled bra with same colored panties, so I ordered with size med panties this time. When I got the order, the bra fit a little big and the panties were huge on me. This was final sale item, so could only be exchanged for same item in diff size. I called the company because it would not let me do exchange online since they did not have same size bra still in stock. I told the sales person, I have the bra in right size, the panties are just the wrong size. The sales lady said, although they still had the panties in stock and in correct size would not let me return item in box and just swap for the correct size panties. I now have two lacy grey bras with matching panties that I can not wear! I told them to cancel my membership!

Desired Settlement: Would have been happy if they could exchange item that they still had in stock with the item I have that does not fit

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, I have since been contacted by Customer Service at Adore Me, they were very helpful, apologetic and offered to help me return the items that did not fit. They will be sending correct sized items out to me and I will return the incorrect sized apparel. I was very satisfied with the customer service I received and this issue is now resolved


Sincerely,

***** ******* 

7/3/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I made my purchase from AdoreMe.com on March **, 2014 (Order #: *********). When I received my package on March **, 2014, I noticed I was missing an item. I attempted to call the company within the hours of operation listed on the website (Monday-Friday 8:30am - 8:30pm EST) but was unable to get an answer. I then sent an email to customer service (on March **, 2014) explaining my issue. On March **, 2014, the customer care representative, ***** *****, responded and told me to send back the incomplete set and call them on the number listed on their website (###-###-####). I attempted to call the company several times within the specified operating hours and was unable to get an answer, regardless of the fact that I tried every extension. Unfortunately, I reside in a dormitory and do not have the privilege of sending outgoing mail. I wrote an email to customer care representative ***** ***** (on March **, 2014) stating that I did not have access to outgoing mail, and asked if she could possibly send me the missing items separately. ***** ***** responded on March **, 2014. In her response, she asked that I call the ***** ****** listed on the website yet again. As soon I received her email, I dialed the *********** again, and still was unable to get an answer. In my last email sent to *** ***** (March **, 2014), I informed her that if my issue was not resolved in 24 hours, I will be filing a complaint with the ****** ******** ******. It has been 24 hours, and I have yet to receive a response from *** *****. I am very disgusted with the way this company is handling me as a paying customer. I do not appreciate the amount of time and effort I have had to put into this process. I would not recommend this company to anyone, and I am immensely shocked at the unprofessional behavior this company exhibits.

Desired Settlement: I would like to receive my complete order (******** complete with thigh high attachments), and cancel my account with this company.

Business Response:

Dear ****** ******** ******,

This is in reply to the complaint ID *******.

Thank you so much for contacting us.

 

Our sets are sold in a complete set. If the customer was sent an incomplete set, they will have to exchange the one they received. This way, we can send them a brand new set.

 

Free Exchanges To The U.S & Canada

Request your exchange and process it on the spot! You will immediately receive a voucher for the exchange order. Free tracking is included for all U.S. orders. We recommend Canadian shoppers purchase insurance for all shipments. Exchanged orders must be returned to our warehouse within 30 days, or pay for the exchange voucher in full. Final sale items may be exchanged for the same style, different size while stock lasts.

Easy returns

Returns are easy and convenient! Free tracking is included for all addresses within the U.S. We recommend Canadian shoppers purchase insurance for all shipments. Each returned set is subject to a $5.95 restocking fee. Final sale items are not eligible for returns.

1. Make sure to ship back your entire set in its new, unworn condition* within 30 days of delivery. Sets received 30 days after delivery, or incomplete sets will not be accepted.

2. Complete your exchange & return form available Here or under My Orders.

3. Repack items in their original packaging and seal the box securely with tape. If your poly-mailer is not reusable, simply send your items in the Adore Me box.

4. Please print your pre-paid Return Label and affix to your original package. You must cover or remove any original shipping information. If not, your package might be lost or rejected by the warehouse.

5. Schedule a pickup, give the package to your mailman, drop it in your mailbox, at work or at a post office without waiting in line. Please do not return packages to self-serve drop boxes as this may result in delays. Allow 30 days for us to process your request upon receipt.

Note: Again, Adore Me does not offer any tracking services on labels for exchanges or returns from Canada, and is not responsible for lost packages. Customers are welcome to purchase alternative shipping methods that allow for tracking or insurance on the package.

* Items not in new or unworn condition will be rejected during the sanitary inspection, and will be shipped back.

 


Best regards,******************

Consumer Response: ****** ******** ******:

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

As I stated in the original complaint, and previously communicated to *** *****, I live in a dormitory and I do not have access to outgoing mail so I do not see how it is possible for me to exchange the set. I do not understand why the thigh high attachments can not be shipped separately, as I am sure the value of them is less than $1 combined.

 

 

 

 

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


Sincerely,

****************




 

Consumer Response: Better Business Bureau:

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

As previously stated, my bank account was illegally debited a total of $119.85. According to my bank statement, AdoreMe charged my account on:

4/**/14 - $39.95
5/**/14 - $39.95
6/**/14 - $39.95

This transaction was unauthorized due to the fact that I asked to be unsubscribed from VIP membership on March **, 2014 (picture attached). I also stated in that request that I wanted my money refunded for the purchase that arrived missing items, and for my entire account with AdoreMe to be terminated.

AdoreMe states that they refunded $39.95 of the debited $119.85 today (6/**/14), but according to my bank statement, there have been no deposits on AdoreMe's behalf. The alleged $39.95 was not refunded to me, and my account has yet to be terminated. Attached is a picture showing that not only is my account still intact, but that I have a store credit of $79.90 still remaining. While I would love to call AdoreMe and discuss this ongoing matter, I have attempted to contact them numerous times, on several occasions, on all extensions, and my call was never answered.

Best Regards,
**** **********

 

 

 

 

 

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


Sincerely,

**** **********




 

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** *****   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****    ********* **** ***** ****


Dear Better
Business Bureau,


This is in reply to the
complaint ID *******.

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 *****
reminding them to either skip the month or make a purchase. Customers who do
neither before the ***** 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, and 06/**/2014. As previously
stated I have refunded her and, unsubscribed her from the VIP Membership.

Action taken on this customer’s account (as seen in image #3):

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 *** are only eligible for a refund up
to 30 days past the date of the charge. In order to be eligible for a refund
of store credit beyond 30 days, you must write a letter to our claims
department explaining the case and why you were not able to call within our 30
day limit to request a refund. Please include your email address in the letter.
All requests sent to the claims department must be typed and mailed to:

***** *** ****** *** *** ****** **** ****** ***** ****** *** ***** ** 

We will analyze your case
and provide an answer by email within 10 business days (from the postmarked
date) if you are from the U.S.  or 1 month (from the postmarked date) if
you are from Canada or another country. 

Store credit refunds are at
the sole discretion of Adore Me.com. Orders placed using Groupon, will not be
partially refunded for sets not received. The only way to receive a refund for
orders placed with a Groupon, is to return the entire order. 

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


Best regards,
********** ***** *** *** ******* **** ***** *** **** ***** ** *****

7/3/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: 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: ******** *** *** *** ******* **** ***** *** ***** ** ***** *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****   ********* **** ***** ****

Dear Better
Business Bureau,


This is in reply to the
complaint ID******** .

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 *****
reminding them to either skip the month or make a purchase. Customers who do
neither before the ***** 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 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 *** 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,
********** ***** *** *** ******* **** ***** *** **** ***** ** *****

7/2/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I received an email that stated I had a credit on my account that about to expire. I went to their web site, found an item i wanted to purchase, and did so. AFTER my purchase, I received an email stating the terms of my VIP membership. They had saved my credit card information without my consent or knowledge, and were going to bill me $39.95 for each month that I did NOT log in their web site withing a specific time period. None of this was disclosed in the original email or on the purchase screen. It was disclosed to me AFTER I had completed my purchase. I immediately emailed their customer service and told them I did NOT want them to store my card information and wanted to close the account. They answered that they could not close an account or delete my card information on line, That I had to CALL their 800 number. I emailed back that I had notified them in writing to close my account and to delete my card information. They said no way, you have to CALL. The next day, I clocked out from work to make the call. Stayed on hold for 10 minutes, hung up and called back. When a non English speaking person finally answered the phone, I told her I wanted to close my account.She said she could not do that at this time, that I had to wait 10 days and then call back. I would NEVER do business with a company who forced me to keep an account that I did not want,( especially after I had told them several times, several ways that I wanted to close the account)or a company that stored my credit card information without my knowledge or consent, without a full up front disclosure. It looks like I will have to cancel a credit card I have had for YEARS just to be sure these people don't make unauthorized charges.

Desired Settlement: I would like my account to be closed immediately. They should also have to make full disclosures on all emails they send to potential customers. Another good business practice would be to allow account changes to be completed by the customer on line. Also, they should stop being deceptive with the customers. When they say you have to call to close your account, you should be able to close the account with one phone call.

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** *****   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****   ******* **** ***** ****

Dear Better
Business Bureau,

This is in reply to the
complaint ID ******** .

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 *****
reminding them to either skip the month or make a purchase. Customers who do
neither before the ***** are charged $39.95, which turns to store credit
available for their use at any time.

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

As previously stated this customer has been unsubscribed.

 

Please also refer to our Terms and Conditions section, for additional
details.


Best regards,
********** ***** *** *** ******* **** ***** *** **** ***** ** *****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. I hate that it took me having to file a claim with the BBB to get them to close my account. They did have some nice items that I would have considered purchasing. The screenshot that was forwarded from them was not mine. I did NOT order the "******" lingerie set that is pictured in the email they attached.. I ordered a blue striped swim suit. Also "the pay as you go" button was on the right side of my screen. The "confirmation" email gave me no way to CONFIRM or DENY the VIP membership. It was the first statement of terms I had seen.

Sincerely,

***** ******



 

7/1/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Adore Me advertises that VIP members get one free set every 5 sets purchased. The page that shows this advertisement is here: ********************************* . 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: ******** *** *** *** ******* **** ***** *** ***** ** ***** *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****   ********* **** ***** ****


Dear Better
Business Bureau,


This is in reply to the
complaint ID********.

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: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, 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 BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******* *********




 

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** ***** *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****    ******* **** ***** ****


Dear Better
Business Bureau,


This is in reply to the
complaint ID ********.

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: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********.  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,

******* *********



 

7/1/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: In December of 2013 I signed up for the VIP membership with Adore Me, fully aware that they would be charging me $39.95 every month. The next month I decided that I no longer wanted to be a part of the membership so I cancelled and was refunded the $39.95 for the month of January. I was not charged for the months of February, March, or April. In March of 2014, I lost my card that was connected to the bank account Adore Me was taking money from, so I got a replacement card with a new number on it. I just checked my bank statement for the month of May and the beginning of this month (June) and I noticed that $39.95 was taken out of my account for the month of May as well as the month of June. I have not touched my Adore Me account since I cancelled my membership, and have not updated my credit card information. I have no idea how they got access to my new credit card number, but they did not obtain it with my authorization; I did not give the number to them. I am very concerned that they will continue to try and charge my card even if I get another new credit card, seeing that they somehow got my new credit card information without my consent.

Desired Settlement: I would like to be refunded the $79.90 that was unknowingly taken from my account, cancellation from their membership with written documentation mailed to me, and documentation of the removal of all of my banking information.

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** *****   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****   ******* **** ***** ****

Dear Better
Business Bureau,

This is in reply to the
complaint ID********.

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 *****
reminding them to either skip the month or make a purchase. Customers who do
neither before the ***** are charged $39.95, which turns to store credit
available for their use at any time.

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

The customer did not skip or make a purchase in May
and was charged on 05/*/2014, 06/***/2014 but contacted us on 06/**/2014 and
was refunded as well as unsubscribed at the time she called. 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 *** are only eligible for a
refund up to 30 days past the date of the charge. In order to be eligible for a refund
of store credit beyond 30 days, you must write a letter to our claims
department explaining the case and why you were not able to call within our 30
day limit to request a refund. Please include your email address in the letter.
All requests sent to the claims department must be typed and mailed to:

***** *** ****** *** *** ****** **** ****** *********** *** ***** ** 

We
will analyze your case and provide an answer by email within 10 business days
(from the postmarked date) if you are from the U.S.  or 1 month (from the
postmarked date) if you are from Canada or another country. 

Store
credit refunds are at the sole discretion of Adore Me.com. Orders placed using
Groupon, will not be partially refunded for sets not received. The only way to
receive a refund for orders placed with a Groupon, is to return the entire
order. 

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


Best regards,

********** ***** *** *** ******* **** ***** *** **** ***** ** *****

7/1/2014 Problems with Product/Service | Complaint Details Unavailable
7/1/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Hello, I am writing the BBB as I feel I have been deceived by this company. Not only have I been deceived, but through searching this company, hundreds of people have been deceived just in the past month alone. Let me start by posting my findings below: ********************************************************************** ******************************************************************************************** ************************************************* ******************************************************** *** **** ************ ***************************************************************** ******************************************************************************************************************** I would love to continue as this is nearly breaking the surface of the hundred and thousands (this is not exaggerated) of complaints posted online, but I will stop there so I can plead my case to the Customer Service Team at Adore me. I purchased 2 bra and panty sets on the Adore me app today at 10:15 AM, for reference, my order number is *********. I was shocked, as soon as I placed my order, I received an email saying "Congratulations you are a VIP member!" After I received this email I immediately emailed them to cancel my membership. After unknowingly being signed up for this "membership" I began to research online only to find review after review after review after review.... after REVIEW saying this company is a complete scam. Although I don't feel this company is a scam, I do know they are fully aware what they are doing, and they are fully aware they are deceiving their customers into being signed up into a membership where your card is charged a monthly rate of $40.00. I know I am not dumb, I consider myself a very smart person with a degree and a career to back it up. I decided to go through the app over and over again as a new member to figure out where I went wrong. I came to the conclusion that once you start shopping, you unfortunately are automatically a VIP member, unknowingly, without your permission. You have to literally go to the cart, and switch a button in the cart to check out as a guest. This wouldn't have been a problem if they let the customers know that, but they don't! I understand now, that this is a subscription based website. The problem I have is they don't tell the customers they are a subscription based website. Furthermore, IF THEY DID they wouldn't have 100+ BBB complaints saying they are a complete scam. And, they also wouldn't have thousands upon thousands of horrible reviews roaming the internet (again, NOT an exaggeration). I am begging Adore me to not give me a "canned" response like they have given the 100+ other BBB complaints about their hidden subscription fee. I would like a legit and sincere answer to my concerns! In Conclusion, I would like Adore me to understand that I DO think they sale amazing product, there is no doubt about that. I even feel their business plan of a subscription fee is absolutely amazing, and very smart. Now that I KNOW about the subscription fee and how to get around it, I would still buy from you guys in the future. BUT, PLEASE, make it known to the customer from the very beginning it is a subscription based site! Although your sales might decrease, it is an honest business practice that will only further your company in the future. NO company can become a multimillion dollar company with this sort of practice. Look at ********** ****** and ********* for example, they also have similar tactics, like the ***** **** or ********* Card but they make it VERY clear what it is and what you are getting yourself into. You literally have to check a box to agree to the term and conditions before proceeding. Please get back to me at your earliest convenience and I sincerely thank the Adore me Customer Service Team in advanced for taking the time to read and resolve this complaint. ****** ********

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

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** ***** *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****   ******* **** ***** ****

Dear Better
Business Bureau,


This is in reply to the
complaint ID********.

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 *****
reminding them to either skip the month or make a purchase. Customers who do
neither before the ***** are charged $39.95, which turns to store credit
available for their use at any time.

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

The customer’s account has been deleted as of 6/**/2014
but contacted us on 06/23/2014 and was unsubscribed at the time she called. As
previously stated she has been unsubscribed and her account deleted.


Best regards,

********** ***** *** *** ******* **** ***** *** **** ***** ** *****

7/1/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I made a one time purchase not realizing i was signing myself up to be charged for a monthly fee. I have called several times and it is almost impossible to get through to a representative. When i finally did get someone on the line i asked them if they could refund the full $159.80, well the lady i spoke to said no that they could only refund for the last 30 days. So i asked her if i could speak with a ******* she said no, i asked her when i could speak with a ******* and she said that even if a ******* was there that she would have to fill out a form which could take up to 24-48 hrs to get a call back. I asked her very nicely to please fill out the form so i could speak with the *******, she refunded my account for the charge that month and i waited. I never go a call or a voice message left on my phone with a call back number, nothing. I checked my bank account this weekend and there is another charge on 6/*/14 for 39.95. My only request is a full refund of the $159.80 I was charged I also want my account with this company fully cancelled and i will never place an order from this website again. Thank you,

Desired Settlement: Please refund my account $159.80 and cancel my account with this website.

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** *****     *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****   ******* **** ***** ****
Dear Better Business Bureau,


This is in reply to the
complaint ID********.

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 *****
reminding them to either skip the month or make a purchase. Customers who do
neither before the ***** are charged $39.95, which turns to store credit
available for their use at any time.

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

The customer did not skip or make a purchase in August
and was charged on 03/*/2014, 04/**//2014, 05/**/2014 but contacted us on 05/**/2014
and was refunded but not unsubscribed at the time she called. As previously
stated I have refunded her 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 *** are only eligible for a
refund up to 30 days past the date of the charge. In order to be eligible for a refund
of store credit beyond 30 days, you must write a letter to our claims
department explaining the case and why you were not able to call within our 30
day limit to request a refund. Please include your email address in the letter.
All requests sent to the claims department must be typed and mailed to:

***** *** ****** *** *** ****** **** ****** *********** *** ***** ** 

We
will analyze your case and provide an answer by email within 10 business days
(from the postmarked date) if you are from the U.S.  or 1 month (from the
postmarked date) if you are from Canada or another country. 

Store
credit refunds are at the sole discretion of Adore Me.com. Orders placed using
Groupon, will not be partially refunded for sets not received. The only way to
receive a refund for orders placed with a Groupon, is to return the entire
order. 

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

Best regards,

********** ***** ****** ******* **** ***** *** **** ***** ** *****

6/27/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: The company offers a membership that guarantees a monthly e-mail stating that you will have an opportunity to decline the charges for that month. I stopped receiving e-mails notifying me that they were charging me but they continued to charge me and I found out about it via my bank. I called them to ask for a refund but they refused as one charge was more than 30 days old. This is their policy, but their policy is also to notify customers of any pending charges with the opportunity to opt-out. They neglected to follow their own policy by halting my notification e-mails so I feel that the 30 day return policy should be flexible as well. They offered store credit but I do not want to do business with this company anymore.

Desired Settlement: I just want to money refunded to my bank account and the account cancelled.

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** ***** *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****   ********* **** ***** ****




Dear Better
Business Bureau,





This is in reply to the
complaint ID ********.

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 *****
reminding them to either skip the month or make a purchase. Customers who do
neither before the ***** are charged $39.95, which turns to store credit
available for their use at any time.


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

The customer did not skip or make a purchase in June
and was charged on 6/*/2014, but contacted us on 6/**/2014 and was unsubscribed
as well as refunded to their equest.



Best regards,

******** ***** ****** ******* **** ***** *** **** ***** ** *****

6/26/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

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

Desired Settlement: I would like my $39.95 for March and $39.95 for April as well the $39.95 for May credited back to my bank account. I did not receive notification that this money was being debited from my account, I did not authorize more than the one time fee I paid in February.

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** ***** *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****   ******* **** **** ****

Dear Better
Business Bureau,

This is in reply to the
complaint ID ********.

Thank you so much for contacting us.

I looked into the
customer’s case, and see that they have since reached us and been refunded for
their May store credit ($39.95) as well as unsubscribed from our VIP
membership.


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

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

Customers who select the VIP Membership option during checkout are sent
a membership confirmation email, then two reminder emails before the *****
reminding them to either skip the month or make a purchase. Customers who do
neither before the ***** are charged $39.95, which turns to store credit
available for their use at any time.

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

The customer did not skip or make a purchase in August
and was charged on 3/**/2014, 4/*/2014, and 5/*/2014. This customer was only
refunded for their last sore credit amount for 5/*/2014 because we do have a 30
day refund policy *see terms and conditions for more information*

 

For any remaining store credit requests:

VIP
Membership Payment Option

Selecting the VIP membership during checkout enrolls you into a
flexible, active membership with many benefits. Members enjoy a special
in-house price in addition to exclusive deals and sales, reward points and free
shipping and exchanges in the U.S.  Benefits of joining the VIP membership
are detailed during checkout. Your only obligation as a VIP member is to visit
the site between the *** and *** of each month, then decide if you want
to shop an item or skip that given month. Customers may skip an unlimited
amount of months (consecutive or not).

VIP members who do not shop or
skip the *** day of each month (11:59:59 p.m. EST), will be charged $39.95 and will receive the same amount in
store credit. Members may redeem this credit on Adore Me.com at any time. VIP
members who do skip the month (before the *** day 11:59:59 p.m. EST) may
change their minds and are free to shop any item in their showroom throughout
the month. Please note this is an automatic billing, and members who do not
participate in the active membership may accumulate store credits. Credits
expire 12 months after the charge.

VIP members may enroll in our Payment
Vacation program,
where they grow familiar with the perks of membership over a period of three
months, but do not need to visit the site and shop or skip each month. They
enjoy all the benefits, obligation-free, and will receive an email notification
towards the end of the vacation indicating their Payment Vacation is ending.
Customers will automatically rejoin the active membership after this period.
 To enroll in the payment vacation program, please contact our customer service department.

To request a credit refund, please contact our customer service
department. All refunds are subject to our Refund Policy.
Please note:
Credits resulting from the monthly charge on the *** are only eligible for a refund
up to 30 days past the date of the charge. In order to be eligible for a refund
of store credit beyond 30 days, you must write a letter to our claims
department explaining the case and why you were not able to call within our 30
day limit to request a refund. Please include your email address in the letter.
All requests sent to the claims department must be typed and mailed to:

***** *** ****** *** *** ****** **** ****** *********** *** ***** ** 

We
will analyze your case and provide an answer by email within 10 business days
(from the postmarked date) if you are from the U.S.  or 1 month (from the
postmarked date) if you are from Canada or another country. 

Store
credit refunds are at the sole discretion of Adore Me.com. Orders placed using
Groupon, will not be partially refunded for sets not received. The only way to
receive a refund for orders placed with a Groupon, is to return the entire
order. 

 



Best regards,

******** ***** ****** ******* **** ***** *** **** ***** ** *****

Consumer Response: Better Business Bureau:

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

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

 

 

 

 

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


Sincerely,

******* ***********




 

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** ***** *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****   ******** **** ***** ****

Dear Better
Business Bureau,


This is in reply to the
complaint ID ********.

Thank you so much for
contacting us.

I looked into the
customer’s case, and see that they have since reached us and been unsubscribed
as of 5/*/2014 as well as refunded in the amount of $39.95 for the month of
June.


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

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

Customers who select the VIP Membership option during checkout are sent
a membership confirmation email, then two reminder emails before the *****
reminding them to either skip the month or make a purchase. Customers who do
neither before the ***** are charged $39.95, which turns to store credit
available for their use at any time.


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

The customer did not skip or make a purchase in March
and was charged on 03/**/2014, 04/**//2014, 05/**/2014 but contacted us on 05/*/2014
and was refunded and unsubscribed at the time she called. As previously stated this
customer has been refunded and, unsubscribed from the VIP Membership.


For any remaining store credit that exceeds our
30 day refund policy please contact our claims department:

To request a credit refund, please contact our customer service
department. All refunds are subject to our Refund Policy.
Please note: Credits resulting from the monthly charge on the *** are only eligible for a refund up
to 30 days past the date of the charge. In order to be eligible for a refund
of store credit beyond 30 days, you must write a letter to our claims
department explaining the case and why you were not able to call within our 30
day limit to request a refund. Please include your email address in the letter.
All requests sent to the claims department must be typed and mailed to:

Adore Me: Claims

*** *** ****** **** ****** ***** ****** *** ***** ** 

We will analyze your case
and provide an answer by email within 10 business days (from the postmarked
date) if you are from the U.S.  or 1 month (from the postmarked date) if
you are from Canada or another country. 

Store credit refunds are at
the sole discretion of Adore Me.com. Orders placed using Groupon, will not be
partially refunded for sets not received. The only way to receive a refund for
orders placed with a Groupon, is to return the entire order. 

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

Best regards,
********** ***** ****** ******* **** ***** *** **** ***** ** *****

Consumer Response: Better Business Bureau:

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

I will send my complaint to claims as well. 

 

 

 

 

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


Sincerely,

******* ***********




 

6/26/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: My daughter, ******** *******, a minor at the time, entered into the "VIP" plan with Adore Me. She did not understand that this meant that she would be billed whether or not she purchased anything, but would receive a "store credit," which would continue to build up whether or not she ever purchased anything. I asked for a full refund, but Adore Me would credit only the past 30 days, leaving an unretruned credit of $119. I was told that although everything else is done on-line, we needed to call to cancel the account. This is, in my view, part of the unfair practice, putting another step in the way of cancellation. My daughter tried to call twice, but had to leave after being placed on hold for long periods. I finaly reached them to cancel. While on hold, it was evident to me that the site caters to young women, many of whom are unsophisticated about what they are getting into. I believe this to be an unfair business practice and, if necessary, will file suit to challenge this process. I saw that Adore Me's contract has a mandatory arbitration process (of course!), but I believe that this is an unenforceable contract of adhesion, used against minors.

Desired Settlement: A full refund by check

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** *****   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****   ******** **** ***** ****

Dear Better Business
Bureau,


This is in reply to the
complaint ID ********.

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 June store credit ($39.95) as well as unsubscribed from our VIP
membership.

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

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


Customers who select the VIP Membership option during checkout are sent
a membership confirmation email, then two reminder emails before the *****
reminding them to either skip the month or make a purchase. Customers who do
neither before the ***** are charged $39.95, which turns to store credit
available for their use at any time.

The customer did not skip or make a purchase in
March and was charged on 3/**/2014, 4/*/2014, 5/*/2014 and 6/*/2014. This
customer was only refunded for their last sore credit amount for 6/*/2014
because we do have a 30 day refund policy *see terms and conditions for more
information* As previously stated this customer was refunded and unsubscribed.

For any remaining store credit requests:

VIP Membership Payment Option

Selecting the VIP
membership during checkout enrolls you into a flexible, active membership with
many benefits. Members enjoy a special in-house price in addition to exclusive
deals and sales, reward points and free shipping and exchanges in the U.S.  Benefits
of joining the VIP membership are detailed during checkout. Your only
obligation as a VIP member is to visit the site between the *** and *** of each month, then decide if you want
to shop an item or skip that given month. Customers may skip an unlimited
amount of months (consecutive or not).

VIP members who do not shop or
skip the *** day of each month (11:59:59 p.m. EST), will be charged $39.95 and will receive the same amount in
store credit. Members may redeem this credit on Adore Me.com at any time. VIP
members who do skip the month (before the *** day 11:59:59 p.m. EST) may
change their minds and are free to shop any item in their showroom throughout
the month. Please note this is an automatic billing, and members who do not
participate in the active membership may accumulate store credits. Credits
expire 12 months after the charge.

VIP members may enroll
in our Payment Vacation program, where they grow familiar
with the perks of membership over a period of three months, but do not need to
visit the site and shop or skip each month. They enjoy all the benefits,
obligation-free, and will receive an email notification towards the end of the
vacation indicating their Payment Vacation is ending. Customers will
automatically rejoin the active membership after this period.  To enroll
in the payment vacation program, please contact our customer service department.

To request a credit
refund, please contact our customer service department. All refunds are subject to
our Refund Policy. Please note: Credits resulting from the
monthly charge on the *** 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. 

Best regards,
********** *****

****** ******* **** ***** *** **** ***** ** *****

 

Consumer Response: Better Business Bureau:

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

[Your Answer Here]

 

Adore Me conducts its solicitations, billing, sales, returns, and other processes through the internet. The fact that it has a completely different policy for refunds, i.e. requiring a non-electronic letter, shows that Adore Me is adding an additional impediment to discourage consumers from seeking refunds. In addition, this is an "opt-out" system, whereby the consumer must take affirmative action to avoid being billed for absolutely nothing, other than a store credit, which has no value added, since the consumer could just as easily pay for the product at the time of ordering. In a class action lawsuit, it wil be interesting to see how much unexpended funds Adore Me bills, collects, and ultimately keeps.

 

 

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


Sincerely,

****** And ***** *******




 

6/26/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was tricked into having a membership with a monthly recurring charge. I received a confirmation email stating that I would have a monthly charge. I called the same day, hours later to cancel the transaction. I told them I don't want to have the membership and to cancel it immediately. The customer service department refused to stop payment.

Desired Settlement: I would like the order cancelled and a refund. I don't want the membership or the recurring monthly charge.

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** ***** *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** ***** ******** *** ***** ****
Dear Better Business Bureau,


This is in reply to the complaint ID ********.

Thank you so much for contacting us.

I looked into the customer’s case, and see that they have since reached us and been unsubscribed as of 5/**/2014.

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 ***** reminding them to either skip the month or make a purchase. Customers who do neither before the ***** 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 May **** and checked out as a VIP member. They have been unsubscribed. If they do not wish to enroll into a membership,
but would like to continue purchasing with us, they are more than welcome to choose the “Pay as you go” method during checkout. As for a refund on their
purchase, because the package has already been shipped, we are unable to refund them at this time. Being unsubscribed does not affect the order that was
placed.

Best regards,

******** ***** ****** ******* **** ***** *** **** ***** ** *****

Consumer Response: Better Business Bureau:

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

[Your Answer Here]

I called a few hours after I put in the order.  I told them repeatedly to cancel my order and they refused. My credit card had not been charged yet. I wanted them to stop the order before it shipped. I was told I had to wait for it to be shipped and then to send it back after it arrived. I mailed the product back and I am waiting for a full refund. I don't want any further business with this company.

 

 

 

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


Sincerely,

******* ******




 

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** *****   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****   ******** **** ***** ****


Dear Better
Business Bureau,


This is in reply to the
complaint ID ********.

Thank you so much for
contacting us.

I looked into the
customer’s case, and see that they have since reached us and been unsubscribed
as of 5/**/2014 as well as refunded in the amount of $19 for order number ********.


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 *****
reminding them to either skip the month or make a purchase. Customers who do
neither before the ***** 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):

This customer was unsubscribed from our VIP
Membership and, also refunded for her order as previously stated.

We do have a $5.95 restocking fee policy for returns:

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.

Please also refer to our Shipping, Return and Exchange
Policies section, for additional details.

Best regards,
********** ***** *** *** ******* **** ***** *** **** ***** ** *****

Consumer Response: Better Business Bureau:

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

The checkout process is tricky and misleading. As soon as I received the confirmation email, I saw that I was signed up for the membership. I called immediately to stop the order. They refused to stop the order, after i repeatedly asked them to. My credit card had not been charged at that point and the item had not been shipped. I was told I had to wait for them to send me the item and then I could ship it back. I want a FULL refund. I do not want to pay the restocking fee because they refused to cancel the order before it shipped.


 

 

 

 

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


Sincerely,

******* ******




 

6/24/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I made a single purchase through this company in October 2013, the next month, I received an email saying that I had earned store credit. Naturally, I assumed that this was actually just store credit and used it to make a second purchase. Within the same day, I looked at my bank statement and realized that what they were calling "store credit" was actually money taken directly from my bank account using the debit card information that I had used for my first purchase, without my authorization. I immediately contacted their customer service department via email in an attempt to cancel to order and have the money refunded, but they told me that they would not do either. Despite the fact that I submitted in writing that they did not have permission to either use or retain my information, which was acknowledged by their responding customer service representative, they have attempted to charge me every month since. Evidently, one must "opt out" of their program every month or get charged without giving permission or being able to get a refund. They've told me that the only way to cancel this "subscription" is via telephone, which I have attempted several times only to be on hold for upwards of 90 minutes before giving up. These practices are grossly dishonest at best, an attempt to literally hold people's financial information hostage.

Desired Settlement: I would like a refund of the "store credit" that was charged to me without my permission, as well as a termination of the "subscription" I didn't ask for. Ideally, this business would also be investigated for their exploitative and borderline illegal financial practices.

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** ***** ****** ************** *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****

Friday, May ***** 2014

Dear Better Business Bureau,

This is in reply to the
complaint ID ********.

Thank you so much for
contacting us.


I looked into the
customer’s case, and see that they have since reached us and been unsubscribed
as of 5/**/2014.


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 *****
reminding them to either skip the month or make a purchase. Customers who do
neither before the ***** 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 December between the ***
– *** and was charged on 12/*/2013. They also used their store
credit on an order (#*********). At this time, because the order was placed
with store credit, we are unable to grant a refund (seen in image #3).


Best regards,

******** ***** ****** ******* **** ***** *** **** ***** ** *****

Consumer Response: Better Business Bureau:

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

As the attached documents show, I have been charged yet again for "store credit" without my permission as of 6/*/14. Therefore, the business's assertion that I contacted them and my unwanted subscription was cancelled as of 5/**/14 is an outright lie. This business is clearly dishonest, and in addition to my original requests I would like this most recent $39.95 refunded immediately.
 


Sincerely,

********* *******




 

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** ***** ****** **************   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****   ********* **** ***** ****

Dear Better Business Bureau,

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

I looked into this customers account to see that they have been Unsubscribed, as well as refunded since the  day they called on 6/**/2014. There is no further action to be made on this complaint.

Best,
******** ***** ****** ******* **** ***** *** **** ***** ** *****

Consumer Response: Better Business Bureau:

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

My original request for a refund of the money taken out of my account without my permission in December has not been granted. I maintain that this business removed the funds illegally despite my repeated communications with their customer service department notifying them that they did not have permission to retain and use my financial information, as documented in my original complaint. 

Sincerely,

********* *******




 

6/16/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Purchased an item in October: ** OCT ADORE ME************* $39.95 They charged me again in November: NOV ADORE ME************** $39.95 Disputed the charge, won the dispute, changed my credit card info. They somehow found my new credit card number and charged me again: ** APR ADORE ME###-###-####** $39.95 Always a different company name on the charge, and they never, ever contacted me. Their phone goes straight to voicemail.

Desired Settlement: This company needs to stop charging me.

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** ***** *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****   ******* **** **** ****


Dear Better Business Bureau,


This is in reply to the complaint ID ********.
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 4/**/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 *****
reminding them to either skip the month or make a purchase. Customers who do
neither before the ***** are charged $39.95, which turns to store credit
available for their use at any time.

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

The customer did not skip or make a purchase in August
and was charged on 10/**/2013, 11/*/2013, 4/*/2014. Chagebacks were disputed there
for there is no further action to refund at this time. This customer was also
unsubscribed automatically on the date of the chargeback 4/**/2014.



Best regards,

******** ***** ****** ******* **** ***** *** **** ***** ** *****

6/13/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

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

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** ***** *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** ***** ********** **** ***** ****

Dear Better
Business Bureau,





This is in reply to the
complaint ID ********.

Thank you so much for
contacting us.

 

I looked into the
customer’s case, and see that they have since reached us and been unsubscribed
as of 6/**/2014 as well as refunded $39.95 (please allow 1 – 3 business days
for the refunds to appear into your account).





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

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

Customers who select the VIP Membership option during checkout are sent
a membership confirmation email, then two reminder emails before the *****
reminding them to either skip the month or make a purchase. Customers who do
neither before the ***** are charged $39.95, which turns to store credit
available for their use at any time.


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

As previously stated, please allow 1 – 3 business
days for the refunds to appear into your account.



Best regards,

******** ***** ****** ******* **** ***** *** **** ***** ** *****

Consumer Response: Better Business Bureau:

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


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

Sincerely,

Nora Walker



 

6/10/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: 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 (******* ********** ***********) 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, ******

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

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** ***** *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****
 
Monday, June ***, 2014

Dear Better Business Bureau,

This is in reply to the complaint ID ********.

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, ********* ($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,

******** ***** ****** ******* **** ***** *** **** ***** ** *****

6/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: When making an online purchase, nothing was stated that I would be entered into their VIP program. Later, I received an email stating that I was now a VIP member and that I would be charged $39.95 d if I did not purchase something from them every month. I just wanted to cancel the service so I read their terms and conditions on cancellation. According to their terms and conditions, it stated that I could cancel at any time if I called ###-###-#### between the hours of 8:30 am and 8:30 pm EST. When I called to cancel the VIP membership, I was on hold for twenty minutes before I could speak to someone and they refused to cancel the membership because they told me that I was in a 10 day trial period. No where in their terms and conditions is this ten day trial period mentioned. When I stated this fact to them they told me they would tell their ******* and I asked if I could speak to the *******. They refused to let me speak to them.

Desired Settlement: I would like my account terminated with them.

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** ***** *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****   ******* **** **** ****

Dear Better
Business Bureau,

This is in reply to the
complaint ID ********.

Thank you so much for contacting us.

I looked into the customer’s case, and see that they have since reached us and been unsubscribed as of 5/**/2014.

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 *****
reminding them to either skip the month or make a purchase. Customers who do
neither before the ***** 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,

******** *****
****** ******* **** ***** *** **** ***** ** *****

6/5/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On February **** I initiated a return because the item was too small. I shipped it back on February **** 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 ******** 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 **** 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 *** 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: ******** *** *** *** ******* **** ***** *** ***** ** ***** ****** ************** *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****
 
Tuesday, April ****, 2014

Dear Better
Business Bureau,

This is in reply to the complaint ID ******** .

Thank you so much for contacting us.

The order #******** 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: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, 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 BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******* *****




 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, 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 BBB to appropriately process your response, you MUST answer the question above.


Sincerely,

******* *****




 

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** ***** *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****

Tuesday, May ****, 2014

Dear Better
Business Bureau,



This is in reply to the
complaint ID ********.

Thank you so much for
contacting us.

 

This customer placed an order with us on
February *** 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,

******** *****

****** ******* **** ***** *** **** ***** ** *****

6/5/2014 Billing/Collection Issues | Complaint Details Unavailable
6/4/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: For Order ********** placed May *, 2014 - I have still not received this order. I have written customer service twice and received the same generic response both times, with no real offer to solve my problem.

Desired Settlement: I would like you to refund my money, as it is very clear the order has not been sent.

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** *****       *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** ****6
 
 


 
 
Monday, June ***, 2014




Dear Better
Business Bureau,





This is in reply to the
complaint ID ********.

Thank you so much for
contacting us. We apologize for any inconvenience that this has caused. We
would be able to issue a refund if the package has not been received after 30
days. Please call Thursday June *** 2014 if your package has not
been delivered by that time.

 

************** Monday – Friday 8:30AM – 8:30PM EST Time

 

Best regards,

******** ***** ****** ******* **** ***** *** **** ***** ** *****

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. Additionally, I would like to add that the package was received.

Sincerely,

****** ****



 

6/3/2014 Problems with Product/Service | Complaint Details Unavailable
5/28/2014 Billing/Collection Issues | Complaint Details Unavailable
5/27/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

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

Desired Settlement: I would like to be refunded all money that was charged to my credit card aside from the original purchase.

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** ***** *** ***** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****   ******* *** **** ****




Dear Better
Business Bureau,

This is in reply to the
complaint ID ********.

Thank you so much for
contacting us.


I looked into the
customer’s case, and see that they have since reached us and been refunded for
their May store credit, for we have a strict 30 day refund policy.


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

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

Customers who select the VIP Membership option during checkout are sent
a membership confirmation email, then two reminder emails before the *****
reminding them to either skip the month or make a purchase. Customers who do
neither before the ***** are charged $39.95, which turns to store credit
available for their use at any time.


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


The customer did not skip or make a purchase in March,
Aoril, & May 2014 but was refunded for May.



Best regards,

******** ***** ****** ******* **** ***** *** **** ***** ** *****

Consumer Response: Better Business Bureau:

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

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

 

 

 

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


Sincerely,

**** **********




 

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** ***** ****** ************** *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****

Dear Better
Business Bureau,

This is in reply to the complaint ID ********.

Thank you so much for contacting us.

To request a credit refund, please contact our customer service department. All refunds are subject to our Refund Policy. Please note: Credits resulting from the monthly charge on the *** 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. 

The customer did not skip or make a purchase in March,
Aoril, & May 2014 but was refunded for May.


Best regards,
******** ***** ****** ******* **** ***** *** **** ***** ** *****

5/23/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I made a purchase from Adore Me in the last quarter of 2013 using a promotional coupon. I knowingly signed up for a VIP membership after reading all the terms and informing myself of provisions to unsubscribe. I was quite happy with my purchase. In January of 2014, I realized that my lifestyle couldn't afford a monthly lingerie commitment. Accordingly I re-read the unsubscribe information and emailed the company. I never received a satisfactory response other than the typical customer service "auto-reply". So I called the 1-800-number on their website and spoke to a representative who ultimately assured me that I was unsubscribed and gave me a refund. I was actually relieved because I had heard many horror stories about the company online. I was even pleasantly surprised because the representative voluntarily offered to maintain my bonus points (whatever those are) so I could use them the next time I made a purchase. Because of this pleasant experience I had actually considered making future purchases with them. However my recent experience has put them down in my book as an unethical business that I will never be dealing with again. Four months after my unsubscribe transaction, in May, I find a charge on my credit card and I'm notified by email that I have pending store credit May. The website does have an option where you can go on purchasing vacation and not be billed and not pile on store credit for a few months at a time. I did not choose this option. I elected to be removed permanently and definitely from the VIP membership. Now, it's my understanding that if I have specifically asked the business to unsubscribe me from the VIP service, I have withdrawn authorization to use my credit card. I could be wrong about the legality but I know that charging my credit card without my re-authorization is an unethical practice. I called the 1-800-number again and went through the motions again. I was told I am unsubscribed and I have been issued a refund. But this problem shouldn't have even existed in the first place.

Desired Settlement: I would like a written assurance from the company that they are going to purge my account and billing information (credit card information, addresses) and would like to receive no further direct communication from them.

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** ***** ****** ************** *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** ***** ********** *** ***** ****

Dear Better Business Bureau,
This is in reply to the complaint ID ********.

Thank you so much for contacting us.
I looked into the customer’s case, and see that they have since reached us and been unsubscribed as of 5/*/2014.

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 ***** 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):

We deeply apologize for any inconvenience that this may have caused.  We assure you that this customer has been unsubscribed and will not be charged again unless they go on to the website and make a purchase on his/her own.

Best regards,
******** ***** ****** ******* **** ***** *** **** ***** ** ***** ****** **************

5/20/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: After making a one time purchase I was enrolled in their "VIP Membership" without my authorization and charged $39.95 per month. Once I discovered this activity I contacted them to cancel said membership. In March 2014 they refunded my money and supposedly canceled my "VIP Membership". I thought the issue was settled but discovered today that they continued to charge me $39.95 per month. I contacted them this afternoon and was told there was no record of a cancellation nor of my refund in March. The representative was very combative and said they would only refund the $39.95 current charge. I would not receive a refund for April. It remains to be seen if I get the May charge refunded. After discussing this with my bank officer, my debit card was canceled and they are going to block any future attempts to charge my account. I am preparing a certified letter to the New York Attorney General Fraud Division regarding this situation.

Desired Settlement: Adore Me says there are two options for membership...VIP which you are charged $39.95 per month and a One-Time Shopping Pass which I selected. I have read several comments where, like myself, a shopper used the One-Time pass and was added to the VIP Membership without their authorization. In addition to getting a full refund, I would like the company to be forced to cease the fraudulent practice of signing you up for VIP Membership without your knowledge or permission!

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** ***** ******     *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****         ********* *** **** ****



Dear Better
Business Bureau,





This is in reply to the
complaint ID ********

Thank you so much for
contacting us.

 

I looked into the
customer’s case, and see that they have since reached us and been unsubscribed
as of 5/*/2014. This customer was also refunded for their May store credit
($39.95)

 

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):

 

Best regards,

******** ***** ****** ******* **** ***** *** **** ***** ** *****

5/16/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I saw an ad for Adore Me on ********. I joined thinking that I could leave at any time. I was wrong. I was locked in as a "VIP member" for MONTHS against my will. I called to cancel my membership and they told me they can only put my account on hold until May 2014. When May 2014 came, I called to cancel my membership and they told me they can only cancel my "VIP membership" and that I would still be a member of Adore Me. I told them I no longer want to be a member AT ALL and they proceeded to tell me they can't cancel my membership, that they only have active members and inactive members. I told them I don't want to be a MEMBER at all and they said that it's impossible to not be a member. I feel bamboozled. I should be able to leave a service with no strings attached. Nobody should have my contact information or credit card information against my will. This is not how you run a credible business. Please rectify this situation.

Desired Settlement: I would like Adore Me to change their policy. If I don't want a business having my information anymore, I should reserve the right to do so. You can't keep all your customer's information and categorize them as active and inactive. You should ERASE my information from your databases FOREVER and IF I decide to become a member again, that's when you can get it back. Talking to a customer service representative who could not effectively explain the reason for this policy left a nasty taste in my mouth. This company is not credible and does not have good business practices. In addition to a formal apology for sub par customer service, I'd like them to change their policy so that a customer reserves the right to no longer be a member.

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** ***** ****** **************   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****   ******* *** **** ****




Dear Better
Business Bureau,





This is in reply to the
complaint ID ********.

Thank you so much for
contacting us.

 

I looked into the
customer’s case, and see that they have since reached us and been unsubscribed
as of 5/*/2014.

 

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 *****
reminding them to either skip the month or make a purchase. Customers who do
neither before the ***** 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):


This customer has not been charged.

 

Best regards,

******** ***** ****** ******* **** ***** *** **** ***** ** ***** ****** **************

Consumer Response: Better Business Bureau:

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

My concern is not about whether or not I will be charged. My concern is that Adore Me has my information and I do not want them to have it anymore. I want to be removed from their system completely. I do not want them to have my address, phone number, email address, or credit card information. I do not know where they got the idea that I thought I was being falsely charged. That is nowhere in my complaint. Also, nowhere in their reply do I see an apology. Again, I would like to be REMOVED from their system (as if I never existed), I would reallly like for them to change their policy so that a customer can unsubscribe at ANY time (not just when Adore ME allows it), and I would like an apology for all of this. 

 

 

 

 

Sincerely,

********* ******




 

Business Response:

******** *** *** *** ******* **** ***** *** ***** ** *****     *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****
 
 


 
 
Thursday, May ***, 2014




Dear Better
Business Bureau,





This is in reply to the
complaint ID ********.

Thank you so much for
contacting us.

 

I looked into the
customer’s case, and see that they have since reached us and been unsubscribed
as of 5/*/2014.

 

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 *****
reminding them to either skip the month or make a purchase. Customers who do
neither before the ***** 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):



This customer has not been charged.

 

Best regards,

******** ***** ****** ******* **** ***** *** **** ***** ** *****

5/15/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: 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: ******** *** *** *** ******* **** ***** *** ***** ** ***** ****** ************** *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****       ********* *** **** ****




Dear Better Business Bureau,





This is in reply to the
complaint ID ********

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 *****
reminding them to either skip the month or make a purchase. Customers who do
neither before the ***** 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,

******** *****

****** ******* **** ***** *** **** ***** ** *****

5/13/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My checking account was billed Dec **2013, January **2014, February **2014, March **2014, April **2014. Each transaction of 39.95. I was completely unaware of these charges. ADOREME.COM IS A SCAM. These are all unauthorized fragulante charges. When I called the number given to my bank it says this is a voice mail goodbye. And when I called an online customer service number I was in hold 1 hour. After researching this company online I learned their are many VICTIMS like me. I want my money back!! I did not receive any product or services over the last 5 months. This is theft adore me.com!!

Desired Settlement: I want ALL of my money back into my account! I have had my debit card shut off, you will no longer be stealing from me.

Business Response: ******************
Monday, May ***, 2014

Dear Better
Business Bureau,

This is in reply to the
complaint ID *********

Thank you so much for
contacting us.

I looked into the
customer’s case, and see that they have since reached us and been unsubscribed
as of 5/**/2014 as well as refunded $39.95 for the month of April.

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

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



Customers who select the VIP Membership option during checkout are sent a
membership confirmation email, then two reminder emails before the fifth
reminding them to either skip the month or make a purchase. Customers who do
neither before the fifth are charged $39.95, which turns to store credit
available for their use at any time.



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

The customer did not skip the month in September
2013, October 2013, November 2013, December 2013, January 2014, February 2013,
March 2014, April 2014, and was refunded for April 2014 as well as
unsubscribed.

 

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 ***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.

 

Best regards,

*****************

5/13/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I was automatically signed up for a service they call "Free VIP membership" when I made a purchase. This membership consists of automatically charging my credit card a flat $39.95 fee every month. Also I was not informed in any obvious way they would be storing my credit card information. I will admit the information however is buried deep in the terms of service. Every month I was changed and the balance was just added to a pool of store credit that was accruing even though I haven't logged onto the site in months. There is no easy way to remove my credit card information from the site. This type of subversive bait and switch advertising should be illegal. Apparently they do send you a email about the charge but my inbox was bombarded with emails daily about their "deals" so I was sending them straight to my spam folder. When I was finally able to reach someone they informed me I was only able to get one month worth of fees refunded and I would have to jump through hoops to get the rest back. Nothing about my experience with the business was acceptable. When I contacted the customer care department it was explained to me that I "accepted" the VIP membership when I bought something that was on sale during Christmas. The fact that the item was on sale is all it took for me to be auto enrolled and charged without my consent every month. I would NEVER agree to a scam like this. Additionally they are now keeping my personal information, including my credit card billing information, without my consent. When I asked for it to be removed I was simply told that "they cant". There has to be something about this that is illegal. The bottom line is I was not informed in any obvious or meaningful way that I would be auto enrolled in your "free" VIP membership and automatically charged without making any purchases.

Desired Settlement: On a personal level -My credit card and contact information completely erased from their systems -A full refund of all the money that was stolen from me On a business level -Find a money making scheme that doesn't involve preying on the absent minded -Stop calling their VIP service "free" -Stop misleading consumers with bait and switch tactics

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** ***** ****** **************   *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****         ********** ***** ***** ****




Dear Better
Business Bureau,





This is in reply to the
complaint ID ********.

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 4/**/2014 as well as refunded $39.95 for the month of April.

 

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

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

Customers who select the VIP Membership option during checkout are sent
a membership confirmation email, then two reminder emails before the fifth
reminding them to either skip the month or make a purchase. Customers who do
neither before the fifth are charged $39.95, which turns to store credit
available for their use at any time.



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

The customer did not skip the month in January
2014, February 2014, March 2014, April 2014 and was refunded for April 2014 as
well as unsubscribed.

 

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 6th are only
eligible for a refund up to 30 days past the date of the charge. In order to be
eligible for a refund of store credit 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.

 

Best regards,

******** ***** ****** ******* **** ***** *** **** ***** ** ***** ****** **************

Consumer Response: Better Business Bureau:

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

[Your Answer Here]

Typical copy pasted response from the over 100 other complaints about this scam. For a company that has been accredited for only one year it is pitiful to have so many complaints regarding the same issue and nothing done on their end to fix it. I know legally I can do nothing about this but someone should step in and prevent this abuse.

However that copy pasted response did not address the fact this company is now holding my credit card and billing information without my consent. I do not give AdoreMe permission to store my credit card information as I do not trust them. I have called their customer service number twice and both times I was told there is nothing they can do. I want all of my billing information removed from their systems, including credit card number and address information.

 

 

 

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


Sincerely,

****** *******



 

Consumer Response: Better Business Bureau:

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

[Your Answer Here]

If you read my last response you would see that I want my credit card information removed from your systems. I would like to know how to accomplish this. Please actually read the complaint.

 

 

 

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


Sincerely,
*****




 

Business Response:


******** *** *** *** ******* **** ***** *** ***** ** ***** ****** **************     *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****    


 
 
Monday, May***, 2014




Dear Better
Business Bureau,





This is in reply to the
complaint ID ********.

Thank you so much for
contacting us.

AS PREVIOUSLY STATED

I looked into the
customer’s case, and see that they have since reached us and been unsubscribed
as of 4/**/2014 as well as refunded $39.95 for the month of April.

The customer did not skip the month in January
2014, February 2014, March 2014, April 2014 and was refunded for April 2014 as
well as unsubscribed.

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 6th are only
eligible for a refund up to 30 days past the date of the charge. In order to be
eligible for a refund of store credit 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.

 

Best regards,
******** ***** ****** ******* **** ***** *** **** ***** ** ***** ****** **************

5/10/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had trouble choosing an "issue" with this company. They are unethical and manipulative. I made the mistake of placing a single order with them 6 or so months ago and despite multiple attempts to get them out of my life, I can't. They won't cancel my account, keep emailing me, and have some of the worst customer service and unethical business practices I've ever seen.

Desired Settlement: I don't want to be charged for a service I have been ACTIVELY trying to get to leave me alone. I don't want any more obnoxious emails. I want to be left alone so so bad that I actually had to file this complaint.

Business Response: **********


 
 
Monday, May ***, 2014




Dear Better
Business Bureau,





This is in reply to the
complaint ID *****.

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
**********
 

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):




This customer has not been charged.

 

Best regards,

**************

Consumer Response: Better Business Bureau:

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

 
It completely mischaracterized my complaint and did not guarantee that contact with me would not be attempted, which is all I ask. They don't need to make up things or give me a boilerplate response.  The fact that it is boilerplate suggests that the problem they think I was complaining about happens all the time and makes me wonder if they even bothered reading my complaint.  I just ask they leave me alone, which tempts me to accept their request but doing so seems like it could open me up to further emails and continued annoyance.  Thanks!

 

 

 

 

 

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


Sincerely,

***************




 

Business Response: Dear Better
Business Bureau,





This is in reply to the
complaint ID *************.

Thank you so much for
contacting us.

At the end of every email that is sent, there is an option to unsubscribe from E-mails. If this customer wishes to never receive any E-Mails, they are more than welcome to unsubscribe from E-Mails.

Kind regards,
***************

Consumer Response: Better Business Bureau:

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

Sincerely,

*****************


 

5/8/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered an item for St Patty's day. I received the item, tried it on, and mailed it back the next day BEFORE St Patty's day. I didn't like the way it fit. I never wore it. I didn't even try on all the peices! I sent it back and they refused to give me a refund! I don't even know why since it was not worn. They just said the package was refused!

Desired Settlement: I just want my full refund.

Business Response: Dear Better
Business Bureau,


This is in reply to the complaint ID *****)

Thank you so much for contacting us.

Seeing as this was an error with our warehouse at the time this customer placed her order, she is
more than welcome to contact our customer service line to redeem a coupon code to purchase any set for free.

Please call ******* Mon-Fri 8:30AM-8:30PM EST time.

We apologize for the inconvenience,

**************

Consumer Response: Better Business Bureau:

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

 

[Your Answer Here]

 I don't want another item. I just want my refund. I am no longer in need for an item they offer.

 

 

 

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


Sincerely,

***************




 

Business Response:

Hello **********.

 

We have refunded this customer as requested. Here is her refund information.

If there is anything else that we can do for you at this time, please let me know.

 

19.00 USD - Transaction Refund Detail For ID: *********19.00 USD 

 

Kind regards,

*************

Consumer Response: Better Business Bureau:

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

Sincerely,

**************



 

5/7/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: 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: ********
 
Thursday, May **, 2014

Dear Better Business Bureau,
Thank you for contacting us. this is a response to complaint ID ****

I looked into this customers account with the E-Mail provided (*******) 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: Better Business Bureau:

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

Sincerely,
*
**********



 

5/7/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: When purchasing a product on this site ( www.adoreme.com ) they automatically enroll you in their VIP monthly services. There isn't button to click that says "yes" I'd like to be enrolled it just does it automatically. I wanted to unsubscribe from the VIP service but they would not let me. They said I had to wait 30 days and then call back. Also I was told that there was no ******* to speak to about my concerns. That they could have the ******* call me back in 24-48 hours. I had to say "I will file a complaint with the BBB if I am not connected to a *******". Then she connected me to a ******* within seconds. Once on the phone with the ******* she also told me that I couldn't cancel my VIP membership until 30 days later. This is a bait and switch … big time! Tricking people into buying what they think is a one time purchase and then being enrolled into a monthly fee.

Desired Settlement: I want to get unsubscribed from their VIP services with no fee

Business Response: *************



This is in reply to the
complaint ID ****.

Thank you so much for
contacting us.

 

I looked into the
customer’s case, and see that they have since reached us and been unsubscribed
as of 5/**/2014.

 

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):




This customer has not been charged.

 

Best regards,
**************

Consumer Response: Better Business Bureau:

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

Sincerely,

*************



 

5/1/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered two items that didn’t fit. I exchanged them for new sizes, as soon as I got it; I realized i ordered a size smaller instead of a size bigger. I put it right in the bag and return it. Two months later I’m still waiting for my refund. Was informed that their warehouse is rejecting all returns and that’s why is taken longer than expected. Called back after two months and was told my items are being rejected, because i wore it. I never even tried it on. if it’s been rejected why are they offering me a code to purchase a new item. I just want my money back. STAYS AWAY, TOTAL RIP OFF. I wish I read reviews before I ordered.

Business Response: Dear Better
Business Bureau,





This is in reply to the
complaint ID ********.

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 3/**/2014 as well as refunded $39.95.





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 *****
reminding them to either skip the month or make a purchase. Customers who do
neither before the ***** are charged $39.95, which turns to store credit
available for their use at any time.



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


The customer did not skip or make a purchase in August
and was charged on 3/**/2014 but did not contact us until 3/**/2014.



Best regards,

******** ***** ****** ******* **** ***** *** **** ***** ** ***** ****** **************

5/1/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Adore Me refused to cancel and reimburse me for charges that I had not authorized. I cancelled my membership with them Sept. of 2013 and was billed and again in Oct., Nov. and December. Only after I threatened them with filing a complaint did they finally cancel my membership but refused to reimburse me the unauthorized charges. I complained to them that they took my money even after I put it in writing to cancel and they said they would look into it and get back to me- i never heard from them again. Adore Me says you can cancel at any time. marked that I did not want this month. Please refund and cancel me. > > Your September store credit is waiting for you! > Come pick out your favorite pieces this month. > > > > > > > > > > > > > Order Details > > Account number: ****** > Billing Date: September, ** 2013 > Payment method: **************** > Total: $39.95 > ** ******************** 11/*/13 to info I have requested three months ago to be cancelled from this plan. This is the third month that you have continued to bill me. Again, I ask that you cancel and credit my money back to me. Thank you. ******** * ****** Sent from my iPhone > ******** ******************** 12/*/13

Desired Settlement: I would like Adore Me to at least refund me the money they should not have taken in the first place and to honor their own terms

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** ***** ****** ************** *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****         ********** ***** ***** ****




Dear Better
Business Bureau,





This is in reply to the
complaint ID *********

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/*/2014 as well as refunded $39.95 for the month of December.





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 *****
reminding them to either skip the month or make a purchase. Customers who do
neither before the ***** are charged $39.95, which turns to store credit
available for their use at any time.



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

The customer did not skip or make a purchase in August
and was charged on 9/**/20143, 11/*/2013, 11/*/2014, 12/*/2013 but did not
contact us until 12/*/2013.

 

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 *** are only
eligible for a refund up to 30 days past the date of the charge. In order to be
eligible for a refund of store credit beyond 30 days, you must write a letter
to our claims department explaining the case and why you were not able to call
within our 30 day limit to request a refund. Please include your email address
in the letter. All requests sent to the claims department must be typed and
mailed to:

 

***** *** ****** *** *** ****** **** ****** *********** *** ***** **

 

We will analyze your case and provide an answer
by email within 10 business days (from the postmarked date) if you are from the
U.S.  or 1 month (from the postmarked
date) if you are from Canada or another country.

 

Store credit refunds are at the sole discretion
of Adore Me.com. Orders placed using Groupon, will not be partially refunded
for sets not received. The only way to receive a refund for orders placed with
a Groupon, is to return the entire order.



Best regards,

******** ***** ****** ******* **** ***** *** **** ***** ** ***** ****** **************

Consumer Response: Better Business Bureau:

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

[Your Answer Here]

 

 

 I have the emails each month asking to unsubscribe.   I feel they forced me to subscribe by ignoring my emails and continuing to take money out of my account.  I am asking for a full refund if all money taken after I requested in writing to cancel. This is extremely poor business practice and I did not receive any goods for the money they stole from me.

 

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


Sincerely,

******** ******




 

Consumer Response: Better Business Bureau:

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


I have already cancelled my membership and asked for a refund 3x, (please refer to attachments) why should I continue to do so?  They continued to took unauthorized funds from me and have refused to reimburse me.  If I am unable to resolve this matter I will pursue a lawsuit in small claims court and file a complaint with Consumer Protection of Connecticut.  

[Your Answer Here]

 

 

 

 

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


Sincerely,

******** ******




 

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** ***** ****** ************** *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****     ********* ***** ***** ****


Dear Better
Business Bureau,


This is in reply to the
complaint ID *********

Thank you so much for
contacting us.

 
As previously stated:

I looked into the
customer’s case, and see that they have since reached us and been unsubscribed
as of 12/*/2014 as well as refunded $39.95 for the month of December.

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 provided previously)

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

The customer did not skip or make a purchase in August
and was charged on 9/**/20143, 11/*/2013, 11/*/2014, 12/*/2013 but did not
contact us until 12/*/2013.

 This customer MUST participate in the action below 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 *** are only
eligible for a refund up to 30 days past the date of the charge. In order to be
eligible for a refund of store credit beyond 30 days, you must write a letter
to our claims department explaining the case and why you were not able to call
within our 30 day limit to request a refund. Please include your email address
in the letter. All requests sent to the claims department must be typed and
mailed to:

 

***** *** ****** *** *** ****** **** ****** *********** *** ***** **

 

We will analyze your case and provide an answer
by email within 10 business days (from the postmarked date) if you are from the
U.S.  or 1 month (from the postmarked
date) if you are from Canada or another country.

 

Store credit refunds are at the sole discretion
of Adore Me.com. Orders placed using Groupon, will not be partially refunded
for sets not received. The only way to receive a refund for orders placed with
a Groupon, is to return the entire order.



Best regards,

******** ***** ****** ******* **** ***** *** **** ***** ** ***** ****** **************

4/24/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This company forms a contract in such fine print that a purchaser is unaware they have signed on for a monthly purchase. They also will not cancel your participation without a phone call to them. The phone call is not answered in a timely manner. Even after a call has been made, they may continue billing an individual. I consider it a hoax.

Desired Settlement: For myself, I desire immediate cancellation. For others, I desire refunds of charges made after phone calls have been made cancelling.

Business Response: AdoreMe, Inc
***************
Wednesday, April ***, 2014
  
Dear Better Business Bureau,

This is in reply to the complaint ID *****.

Thank you so much for contacting us.

I looked into the customer’s case, and see that they have since reached us and been unsubscribed as of 2/**/2014.

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

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

Customers who select the VIP Membership option during checkout are sent a membership confirmation email, then two reminder emails before the fifth reminding them to either skip the month or make a purchase. Customers who do neither before the fifth are charged $39.95, which turns to store credit available for their use at any time.

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

The customer did not skip or make a purchase in August and was charged on 10/**/2013, 11/**/2013, 12/**/2013, but used their remaining store credit balance or $119.85 on 2/**/2014 (order #***

Best regards,
*********

4/24/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been raving about this site since ordering a set for $30 shipping included. When going over my visa statement last night, I noticed a charge from them for $45. Upon further investigation I found more. Apparently when you sign up you're agreeing to this $45 PER MONTH. That's an expensive lingerie habit. I don't feel that I was informed of this in a way that I would feel a responsible business should inform it's customer. Furthermore, they did not return my call or email and I had to call until I reached them, and then they refused to refund my money. Which I'm sure is legal as this clause is hidden in their terms and conditions. I feel they should have to make this part of the VIP membership FAR more public to be seen as responsible to consumers. I paid $30 USD for my first purchase In February they removed $45 CAD from my account In March they removed $45 CAD from my account. She refunded $39.95 USD and I had to use the leftover in the online store

Desired Settlement: As they would not refund my last $40 credit I used it in the store (although they quickly took away my VIP member status to assure I would get no price breaks)

Business Response: Dear Better
Business Bureau,





This is in reply to the
complaint ID *******.

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 3/**/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 *****
reminding them to either skip the month or make a purchase. Customers who do
neither before the ***** are charged $39.95, which turns to store credit
available for their use at any time.


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

The customer did not skip or make a purchase in March,
and was charged on 3/*/2014 but contacted us on 3/**/2013 and was unsubscribed.
This customer also used their remaining store credit of $39.95 on the same day
after unsubscribing.





Best regards,

******** *****

****** ******* **** ***** *** **** ***** ** ***** ****** **************

Consumer Response: Better Business Bureau:

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

Like 80% of smartphone users in this day and age, I receive countless junk e-mails per day.   When checking out my original order I dismissed the sidebar as an advertising frame.  Given that I am unusually diligent, I do not feel that their autocharge notification is as front and center as necessary.  Only rectification of this complaint would be adding "Continue to check-out and accept membership autocharge program" or something to that effect on the button that actually confirms the order.  Any reasoning to why they would not do this shows they are trying to sly the autocharge in.

 

 

 

 

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


Sincerely,

******* ******




 

Consumer Response: Better Business Bureau:

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

 

I had originally opened a complaint against "Adore Me" Lingerie as I believe they're taking advantage of customers and putting them into a VIP program without proper notification/authorization.  After going to the extreme of removing all my information from them and filing a complaint, I found that they charged my credit card again this month.  After calling them they proclaimed that I re-entered the VIP program on March **** when I processed an order for a store credit they were not willing to refund when I unsubscribed.  Their correspondence to the BBB however states that I unsubscribed on March ****.  You'd think they'd have found it worth mentioning if I'd immediately signed back up again.  Originially when joining the VIP there was a $15 discount.  Apparently by throwing on a $5 discount to my second forced order they resubmitted me to the VIP program and therefore entitled themselves to more pre-authed deposits from my credit card.  How in seven hells is this kosher. Go try to make a non-VIP order through that God-forsaken site and tell me that there isn't something very wrong there. 

 

******* ******

 

 

 

 

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


Sincerely,

******* ******




 

Business Response:


Dear Better
Business Bureau,





This is in reply to the
complaint ID *******.

Thank you so much for
contacting us.

 

As previously stated, I looked
into the customer’s case, and see that they have since reached us and been
unsubscribed as of 3/**/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 *****
reminding them to either skip the month or make a purchase. Customers who do
neither before the ***** are charged $39.95, which turns to store credit
available for their use at any time.



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



The customer did not skip or make a purchase in March,
and was charged on 3/*/2014 but contacted us on 3/**/2013 and was unsubscribed.
This customer also used their remaining store credit of $39.95 on the same day
after unsubscribing.





Best regards,

******** ***** ****** ******* **** ***** *** **** ***** ** ***** ****** **************

4/24/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Adore ME advertises your first purchase for an underwear set at a great price. Nothing is mentioned of signing up for a membership. This month I received an email that I would be charged 39.95 a month for my subscription to their program. Apparently when you purchase this great deal it signs you up for an automatic draft of 39.95 from my credit card. I did not approve this and it was very difficult to cancel this "subscription". My credit card is still listen on their website after I requested for it to be removed and cancelled. This information was never disclosed and this tricks the consumer.

Desired Settlement: I do not want to be associated with this company and I want my credit card removed ASAP. This needs to be addressed fully on their website.

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** ***** ****** ************** *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****    

 
 
Wednesday, April****, 2014




Dear Better
Business Bureau,





This is in reply to the
complaint ID *********

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 4/**/2014 as well as refunded $39.95.





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

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

Customers who select the VIP Membership option during checkout are sent
a membership confirmation email, then two reminder emails before the fifth
reminding them to either skip the month or make a purchase. Customers who do
neither before the fifth are charged $39.95, which turns to store credit
available for their use at any time.



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


The customer did not skip the month in April and
was refunded as well as unsubscribed the same day they called.

 

Best regards,

******** ***** ****** ******* **** ***** *** **** ***** ** ***** ****** **************

4/23/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: 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 ********) 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 ******** and she was a ***** 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 "********" 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 ****** 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 Better
Business Bureau,





This is in reply to the
complaint ID *******.

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 *****
reminding them to either skip the month or make a purchase. Customers who do
neither before the ***** 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 *** 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 *******, will
not be partially refunded for sets not received. The only way to receive a
refund for orders placed with a *******, is to return the entire order. 

 

 

 

Best
regards,

******** ***** ****** ******* **** ***** *** **** ***** ** ***** ****** **************

4/23/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: 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: "******** ************** replied: Hello ****, 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 BBB 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: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, 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,

******** ******



 

4/23/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I originally purchased items from this company using a ******** My credit card was captured to capture a small excess charge. Over the last 6 months, I have consistently received a charge for 39.95 from the company. Upon further investigation, I found that the companies fine print automatically signed me up for a "club" that charged me an amount of 39.95 every month. This was not clearly stated during my purchase, and is an obvious and despicable scam.

Desired Settlement: Refund of any monthly charges over the 6 months since my original purchase.

Business Response: Dear Better
Business Bureau,





This is in reply to the
complaint ID ********.

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 4/**/2014 as well as refunded $39.95 for the month of April. We are only
allowed to refund anyone within 30 days.

 

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 6th are only eligible for a refund up to 30 days past the date of the
charge. In order to be eligible for a refund of store credit 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.





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 *****
reminding them to either skip the month or make a purchase. Customers who do
neither before the ***** 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 the month in January
2013, February 2013, March 2013, May 2013, November 2013, December 2013, January
2014, February 2014, March 2014, April 2014,  and was refunded for April 2014 as well as
unsubscribed.

 

Best regards,

******** ***** ****** ******* **** ***** *** **** ***** ** ***** ****** **************

4/22/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I want to cancel my monthly account. I have tried calling the number to cancel my account, but have sat on hold for upwards of an hour with no one answering the phone. I emailed them to cancel since I couldn't get through on the phone, and I got a reply email telling me that the only way to cancel is to call; I can't do it over email. But no one will answer the phone. This is clearly a scam in hopes that I will forget to "skip my month" and they will get to charge my credit card $39.95. I want my account cancelled immediately.

Desired Settlement: Cancel my account.

Business Response: Dear Better
Business Bureau,





This is in reply to the
complaint ID *******
.

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 4/**/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 *****
reminding them to either skip the month or make a purchase. Customers who do
neither before the ***** 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):




This customer was unsubscribed.

 

Best
regards,

******** ***** ****** ******* **** ***** *** **** ***** ** ***** ****** **************

4/22/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I recently signed up on the website for an account, giving them my email address and creating a password. However, I decided to delete my account/have my information removed from their system. I had to call their customer service telephone line to do so. I called there and the woman on the other side told me that I could not have that data removed from their system unless I bought a product from their website. I requested multiple times to have it taken down. Her only suggestion was to log into my account and choose the option to unsubscribe from emails they would send to my email address. This is not what I wanted. I want my email wiped from their records and rendered unable to be sold or given away without my written permission. I have not signed any contracts or agreed to any usage requirements. I was not presented any policies or other such documentation when I entered my email and password.

Desired Settlement: Have all record of my visitations to the website removed and my email and password deleted from their system. I do not want any of my information out of my control. I believe this is fair to ask.

Business Response: Dear Better
Business Bureau,





This is in reply to the
complaint ID *******.

Thank you so much for
contacting us.


I looked into the
customer’s case, and see that under the E-Mail provided (*********************) there is no
account and or purchase made (see screen shots for details).

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 *****
reminding them to either skip the month or make a purchase. Customers who do
neither before the ***** are charged $39.95, which turns to store credit available
for their use at any time



Best regards,

******** ***** ****** ******* **** ***** *** **** ***** ** ***** ****** **************

Consumer Response: Better Business Bureau:

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

[Your Answer Here]

 You did not acknowledge at all that I simply want my email and password removed from your website/servers.  I know that I did not buy something from the website.  I know that you say that I don't have an account.  All I want is to have any identifying information you have of me deleted.  This includes my email and the password I created.  I want control of where my information is on the internet.

Please honor my request.  It's all I want from you.

 

 

 

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


Sincerely,

******** *****




 

Consumer Response: Better Business Bureau:

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

[Your Answer Here]

 I have already unsubscribed from emails sent by adoreme.com.  The only issue I keep bringing up has still not been addressed.  Why is my email still in use on your website?  Regardless if an account is inactive, it is still an account.  I only want my account deleted permanently.  Why is this apparently not possible?  Why is it (I assume) a policy that a person cannot delete their account unless they buy something?

I want your company policy regarding consumers' email use sent to me.

I also want to know whether I agreed to any terms of use agreements when I accessed your website.

If these issues are not addressed, I will refuse to let it drop.

********

 

 

 

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


Sincerely,

******** *****




 

Business Response: Dear Better
Business Bureau,





This is in reply to the
complaint ID *******.

Thank you so much for
contacting us.

 

I looked into the
customer’s case, and see that they are not registered on AdoreMe.com with the
E-Mail address *********************





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 *****
reminding them to either skip the month or make a purchase. Customers who do
neither before the ***** 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 may feel
free to log in a view the site but they are not a VIP member and they will not
be charged unless they make a purchase.

 

Best
regards,

******** ***** ****** ******* **** ***** *** **** ***** ** ***** ****** **************

4/18/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered two products from this website. When they arrived and were unsatisfactory I requested a return and this request was accepted. I shipped the items back following their instructions and policy very carefully. They have received their merchandise back and I was notified that the return had been processed but they are withholding my refund. The extremely rude customer service representative explained that their warehouse had rejected the return, I explained that I had written confirmation to the contrary and she just told me there was nothing that she could do. I request assistance getting my money back minus their restocking fee, they already have their merchandise back. Never worn, with the tags still attached.

Desired Settlement: I would like my money back minus their restocking fee which was the agreed terms of the return.

Business Response: Dear Better
Business Bureau,





This is in reply to the
complaint ID ********

Thank you so much for
contacting us.

 

This
customer was refunded on April *** 2014 for their order:

Order
Number: *********

Refunded
amount of $53.00 online.

Best
regards,

******** ***** ****** ******* **** ***** *** **** ***** ** ***** ****** **************

Consumer Response: Better Business Bureau:

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

Sincerely,

******* *****



 

4/17/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Adore Me posted a special on ******** for a lingerie purchase for $24.95. Nowhere in the advertisement did it say if you purchased, you would be entering into their membership and charged $39.95 monthly. I tried to ask this company for a refund to my credit card that was fraudulently charged without my consent however, they will only offer a store credit, which I DO NOT want! I just want to be issued a refund. I am disputing this with my creditor! They need to make their terms more clear to customers.

Desired Settlement: I want my credit card refunded. I never even purchased anything additional from this company. They have charged me for a product I do not have and do not want. They are stealing money from people.

Business Response: Dear Better
Business Bureau,





This is in reply to the
complaint ID *******.

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 3/**/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 *****
reminding them to either skip the month or make a purchase. Customers who do
neither before the ***** 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):

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 *** 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 ***** ******. Orders placed using *******, will
not be partially refunded for sets not received. The only way to receive a
refund for orders placed with a *******, is to return the entire order. 

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

 





Best regards,

******** ***** ****** ******* **** ***** *** **** ***** ** ***** ****** **************

Consumer Response: Better Business Bureau:

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

When I called Adoreme.com to inquire about the unauthorized charge on my credit card, the representative told me she would cancel my membership, which I was not even aware of. I requested a credit to my credit card, which was refused. I was told I could have a store credit. In Adoreme.com's response to you, they note the following:

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

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 *** 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".

The representative did not offer me the information to write a request  to their claims department. I was never, ever offered that option. They are crooks and scammers and DO try to sign people up for their "membership" and hide it from you.

I have since disputed their unauthorized transaction with my credit card company and my credit card company has sided with me and deemed their transaction with unauthorized.

I want Adoreme.com to offer this information to other customers going forward, as I was never offered the option of writing their claims department for a refund.

 

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


Sincerely,

******* *****




 

Business Response: Dear Better
Business Bureau,

This is in reply to the
complaint ID *******.

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 3/**/2014.

VIP Membership Payment OptionSelecting the VIP membership during checkout enrolls you into a flexible, active membership with many benefits. Members enjoy a special in-house price in addition to exclusive deals and sales, reward points and free shipping and exchanges in the U.S.  Benefits of joining the VIP membership are detailed during checkout. Your only obligation as a VIP member is to visit the site between the *** and *** of each month, then decide if you want to shop an item or skip that given month. Customers may skip an unlimited amount of months (consecutive or not).VIP members who do not shop or skip the *** day of each month (11:59:59 p.m. EST), will be charged $39.95 and will receive the same amount in store credit. Members may redeem this credit on Adore Me.com at any time. VIP members who do skip the month (before the *** 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 credit. Credits expire 12 months after the charge.VIP members may enroll in our Payment Vacation program, where they grow familiar with the perks of membership over a period of three months, but do not need to visit the site and shop or skip each month. They enjoy all the benefits, obligation-free, and will receive an email notification towards the end of the vacation indicating their Payment Vacation is ending. Customers will automatically rejoin the active membership after this period.  To enroll in the payment vacation program, please contact our customer service department.To request a credit refund, please contact our customer service department. All refunds are subject to our Refund Policy. Please note: Credits resulting from the monthly charge on the *** 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 *******, will not be partially refunded for sets not received. The only way to receive a refund for orders placed with a *******, is to return the entire order. 

Please contact our claims department for further assistance.

Best
regards,

******** ***** ****** ******* **** ***** *** **** ***** ** ***** ****** **************

Consumer Response: Better Business Bureau:

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

I will never accept ***********'s responses because they are liars and scammers!

 

 

 

Sincerely,

******* *****




 

4/17/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Adore Me has a VIP membership program which can be used to earn discounts and free shipping on orders. The user's end of this agreement is that they will purchase something from the store each month, otherwise, the credit card associated with the account will automatically be charged $39.95 on the *** of the following month; this charge can later be used as store credit. A user can "skip" the month through an option on their account page and not be charged. In order to cancel the VIP Membership, the user must call Adore Me's customer service number for "security reasons". (Previously, their policy allowed for cancellation online.) My personal experience is that I no longer desired to be a member of the VIP program in order to avoid accidentally forgetting to "skip" and being charged. Initially, I contacted their **************** email with a request for cancellation and was told that I would need to call their phone number instead, as they did not have access to cancel accounts. Now, this is difficult for me — their hours are 8am to 8pm (EST). I work all day, so by the time I get home, they are closed. After attempting to cancel through email, my credit card was automatically charged the $39.95. Today, I decided to call during a break at work... To no avail, I sat on hold for 10 minutes. Afterward, I visited their online chat for support and was, once again, told that I would need to call the number to cancel my account. The question is, how am I supposed to cancel if no one will pick up the phone? They're clearly busy, but if they're so busy that someone is sitting on hold for 10+ minutes, why have the policy that VIP memberships can only be cancelled by phone? It's very poor customer service, and frankly, it feels like they're intentionally doing it to hold onto members and earn more money off of those who forget to "skip" the month.

Desired Settlement: In addition to Adore Me revisiting their VIP membership policy, I would also like my account cancelled (obviously) and a refund issued for the month of April...

Business Response:   
Dear Better Business Bureau,

This is in reply to the complaint ID ********.
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 4/**/2014 as well as refunded $39.95 for the month of April. 

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 *****
reminding them to either skip the month or make a purchase. Customers who do
neither before the ***** 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 the month in April
2014 and was refunded for April 2014 as well as unsubscribed.

 

Best regards,

******** ***** ****** ******* **** ***** *** **** ***** ** ***** ****** **************

Consumer Response: Better Business Bureau:

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

Sincerely,

**** ********


 

4/16/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: The business in question has repeatedly charged my credit card without notice to me as "store credit", after several phone calls telling them I don't want their service and I want my money back they say, they only refund within 30 days of the charge. My last phone call to them was in December and now out of the blue in April, they charge me again.

Desired Settlement: I want a refund for everything they have charged me when I did not order a product and I want my information deleted from their records.

Business Response: Dear Better
Business Bureau,





This is in reply to the
complaint ID *******.

Thank you so much for
contacting us.

 

I looked into the
customer’s case, and see that they have since reached us and been unsubscribed
as of 2/**/2014.





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

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

Customers who select the VIP Membership option during checkout are
sent a membership confirmation email, then two reminder emails before the *****
reminding them to either skip the month or make a purchase. Customers who do
neither before the ***** are charged $39.95, which turns to store credit
available for their use at any time.



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


The customer did not skip or make a purchase in August
and was charged on 10/**/2013, 11/*/2013, 12/*/2013, 4/*/2014 but contacted us
on 4/**/2014 and was unsubscribed as well as refunded $39.95 for the month f
April 2014.





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 *** 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 *******, will not be partially refunded
for sets not received. The only way to receive a refund for orders placed with
a *******, is to return the entire order.



Best regards,

******** ***** ****** ******* **** ***** *** **** ***** ** ***** ****** **************

Consumer Response: Better Business Bureau:

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

The money was refunded to me, but how am I to be certain they won't charge me again in the future. I called them in December 2013 and requested to be unsubscribed, a request the company promised to uphold, and still I was charged $39.95 just now in April. This is not a proper way to conduct business, and I want to make sure I am never again charged any dollar amount by this company.  The website also does not allow me to erase my credit card information. 

 

 

 

 

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


Sincerely,

***** *********




 

4/16/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On April **, 2014 I checked my bank account and noticed that $39.95 was taken out of my checking account from Adoreme.com I only purchased one item from this website 2 or 3 months ago, and the total was only 20 dollars, so I knew that my previous purchase had nothing to do with this money being taken out of my account. I have not purchased anything else from the website since. I have tried calling Adore Me multiple times since April ****, and no one will answer the phone.

Desired Settlement: I would like the amount of $39.95 to be refunded to me in my checking account.

Consumer Response: *****************

I have had contact with Adoreme.com and they resolved my billing issue. complaint ID: ********

Thank you for your time.

Sincerely,

***************


 

4/7/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased an item online back in Nov 2012, when I received item was anything like it was advertised. When I called adoreme they said that they products are "high quality" and no returns were allowed. ( when they say no questions asks for returns). So I said "cancel my account I do not wish any business with your company". They said you are all set but asking zip code ans e-mail address. Next thing you know I have been charged $39.95 every single month, I called my bank almost a year later when I noticed the issue, my bank (***) refund me, cancelled my debit card and told me I was all set. This was few months ago, now again adoreme has been taking money out of my bank account $39.95 monthly without my consent. I have not purchase anything, I called my bank again to do stop payment, I called adoreme to for the thirsd time cancel "this account". Adoreme just told me that it was fraud because someone it is using my account. This company is a huge fraud!

Desired Settlement: I would like for them to refund ALL CHARGES since day one. Not to mention that after I cancelled the debit card they went ahead contacted VISA to get my new card to keep charging my account without my consent, no e-mails no monthly statements no advise!

Business Response:

******** *** *** *** ******* **** ***** *** ***** ** ***** ****** **************


*** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** ***** ******* ******** ***** ****

Dear ***** *******,

This is in reply to the complaint ID*******.

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 ***** reminding them to either skip the month or make a purchase. Customers who do neither before the ***** 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:



This customer was also sent information on how to request the remaining store balance back.

 

Please note that all preferred recurring members that neither select a lingerie set nor skip the month by clicking the Skip the Month button before the *** day of the month (11:59:59 p.m. EST), will be charged the monthly dues and will receive a store credit. All store credits can be redeemed within 12 months of receiving the credit. Preferred recurring members that do skip the month (before the *** day 11:59:59 p.m. EST) may change their minds and purchase any available item in their showrooms. If you receive an unwanted selection, or if the selection is not completely to your liking, you may return it at our expense and we will credit your account. Simply use the return shipping label our client services department emailed to you and drop it off at the shipping provider location. Please be sure to include your packing slip when returning any product. You will receive a full credit to your account, which may be used in accordance with our Credit Policy. To request a refund, please contact our Client Services. All refunds are subject to our Refund Policy. Please note: Credits resulting from the monthly charge on the *** are only eligible for a refund up to 30 days past the date of the charge. In order to be eligible for a refund of store credit charged beyond 30 days, you must write a letter to our claims department explaining the case and why you were not able to call within our 30 day limit to request a refund. Please include your email address in the letter. All requests sent to the claims department must be typed and mailed to:

***** ** * ****** *** *** ****** ******** ******* **** ****** ****** ****** *** ***** **

 

We will analyze your case and provide an answer by email within 10 business days (from the moment you mailed out the letter) if you are from the US  or 1 month (from the moment you mailed the letter) if you are from Canada or other states. 

Refunds are at the sole discretion of AdoreMe.com and are subject to a $5.95 processing fee to be deducted from the amount refunded to the card used for purchase. Orders placed using *******, will not be partially refunded for sets not received. The only way to receive a refund for orders placed using a *******, is to send back the full order. Refunds will be subject to a 5.95 USD restocking fee per set.

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

 

**** ******** ******** ***** ****** ******* **** ***** *** **** ***** ** ***** ****** **************

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID#*******, and have determined that my complaint has NOT been resolved because I never received e-mails from them verifying any information/ or subscription. This adoreme.com is misleading . I've tried on numerous times to cancel the subscription and even cancelled my debit card and they still went ahead and charged more money without any authorization. BBB should look onto website customers reviews. I want all monies back to me. They had no authorization at all and they lied about canceling this "subscription" the first time I contacted them but even then they got away with charging a monthly subscription!  They should not be in business after all. 

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

Sincerely,
***** ****  

Business Response: ******** *** *** *** ******* **** ***** *** ***** ** ***** ****** ************** *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** ***** **** ****** ******** ******* **** ** ** ***** ** *** ********* ********** ***** *** ** **** *** ********** *** * ****** **** *** ********** ***** *** *** **** ***** **** **** ******* *** **** ************* **** ******** ****** ** ** ********** *** ***** ** * ************** ** *** **** ********** ** *** *** ****** ** *** ***** ** ***** ********* ** * ************ ******** * **** ******** ***** * ****** **** ** *** ******** **** **** *** *** ******* ******* *** **** ** ***** ****     *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****   ********* ********** **** **** ****** ******** ******* **** ** ** ***** ** *** ********* ********** ***** *** ** **** *** ********** ***   * ****** **** *** ********** ***** *** *** **** ***** **** **** ******* *** **** ************* **** ******** ****** ** ** ********** *** ***** ** * ************** ** *** **** ********** ** *** *** ****** ** *** ***** ** ***** ********* ** * ************ ******** * **** ******** ***** * ****** **** ** *** ******** **** **** *** *** ******* ******* *** **** ** ***** ****     *** ****** ******** ******* *** **** ** **** **** ******* **** ***** *** ***** ** *****
 
 


 
 
Thursday, March****, 2014




Dear Better
Business Bureau,





This is in reply to the
complaint ID*******.

Thank you so much for
contacting us.

 

I looked into the
customer’s case, and see that since they have called, has been unsubscribed.
This customer called us on 12-**-2013 and spoke to a representative by the name
of*******.


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 *****
reminding them to either skip the month or make a purchase. Customers who do
neither before the ***** are charged $39.95, which turns to store credit
available for their use at any time.



Here are E-Mails sent to this customer. Please be aware that we are not
responsible for any unseen messages by any customer. We are not responsible for
any spam settings on their personal account that may also block E-Mails. We
advise that they double check to see if they have received this (seen in image
2):

We also highly recommend
that they take a look back at our terms and conditions again to understand how
to receive their remaining store credit back. There is no other way but to
contact our claims department (see information below):

 

VIP
membership payment option

The VIP membership is
a program offered to our customers willing to enjoy even more benefits from
Adore Me. By enrolling to this program, you have "VIP only" perks,
like special prices on any of your purchase, early access to new products
release or free sets after 6 purchases. All benefits of the VIP membership are
explained in detail on the website. By enrolling in the VIP membership program,
you have limited commitment: visit us monthly to decide if we you want to
purchase a product or skip for the given month. Should you not visit us, we
will credit your Adore Me account with a store credit and your credit card will
be charged of the same amount. The store credit can be used to make purchase on
our website at any time.

VIP members that
neither select a lingerie set nor skip the month by clicking the Skip the Month
button before the *** day of the month (11:59:59 p.m. EST), will be charged the
monthly dues and will receive a store credit. All store credits can be redeemed
within 12 months of receiving the credit. Preferred recurring members that do
skip the month (before the *** day 11:59:59 p.m. EST) may change their
minds and purchase any available item in their showrooms.

We offer for free the
option to our VIP member to enroll in the payment vacation program, by which
they don't have to visit our website for a period of three months without being
charged. They still enjoy all the VIP perks during this period and will receive
a notification by email at the end of the latter to remind our VIP members that
this payment vacation period is due soon. To enroll in the payment vacation
program, please contact the customer care call center.

To request a credit refund, please contact our Client Services. All refunds are subject to our
Refund Policy. Please note: Credits resulting from the monthly charge on the
*** are only eligible for a refund up to 30 days past the date of the charge.
In order to be eligible for a refund of store credit charged beyond 30 days,
you must write a letter to our claims department explaining the case and why
you were not able to call within our 30 day limit to request a refund. Please
include your email address in the letter. All requests sent to the claims
department must be typed and mailed to:
***** ** * ****** *** *** ****** ******** ******* **** ****** ***** ****** *** ***** ** 

We will analyze your
case and provide an answer by email within 10 business days (from the moment you
mailed out the letter) if you are from the US  or 1 month (from the moment
you mailed the letter) if you are from Canada or other states. 

Store credit refunds
are at the sole discretion of AdoreMe.com and are subject to a $5.95 processing
fee to be deducted from the amount refunded to the card used for
purchase. Orders placed using *******, will not be partially refunded for
sets not received. The only way to receive a refund for orders placed using a
*******, is to send back the full order. 

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

Best regards,
******** ***** ****** ******* **** ***** *** **** ***** ** ***** ****** **************

Consumer Response: Better Business Bureau:

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

 

[I received a $79.90 refund to my account on **rch **, 2014 , I am NOT satisfied with adoreme.com services or products. They illegaly withdraw funds from my account even after I changed credit cards numbers , called few times to cancel and contacted my own bank to report the illegal activity. This case is now assigned to the ** and the NY ** and they are looking into it. At this time I would like to close the case with the BBB.

Thank you for your assistance]
*** ****        

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


Sincerely,
***** ****  

4/1/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: The company advertises free returns but when merchandise was returned, they made only a partial refund to my credit card. When I call the lone receptionist always claims her ******* is out.

Desired Settlement: I need a complete refund for their advertised "free returns and shipping" policy to mean anything.

Business Response: Thank you so much for
contacting us.

 

Here is a look at what
appears on our terms and conditions on our website:





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