Thursday, February 20, 2014

My Experience: Adore Me



Back in June of last year I decided to order lingerie for the first time because our honeymoon was nearing and I had never had a need to buy until then. Clearly this sounds like TMI but I really want to let everyone know how unhappy I am with the company I ordered from and want to warn you all about their policies so that the same thing doesn't happen to you. My goal is not to tell you not to shop with them but to make you aware because I was clearly confused.


Scrolling through Facebook, I saw that quite a few of my friends had "liked" Adore Me and an ad showed that when you make a VIP account you get your first set for 19.99. I looked at what they had to offer and their products looked classy and elegant. I was sold. I signed up, ordered one thing a month later, raved about it to my friends, and forgot all about the site for a while. When I received the piece.. I loved it. The quality was great and I definitely planned on shopping with Adore Me again the next time I wanted to purchase something of that nature. 


A few weeks ago, Stefan texted me to ask if I had ordered something online. Turns out.. Adore Me had charged our bank account 39.99 without my knowledge and had done so every month since my purchase. Irritated, I called the company to get everything worked out. Here are my frustrations. 




1.  I couldn't understand either woman I talked to. They barely spoke English and kept having to have me repeat things and vice versa which is an annoyance for both parties involved and puts a huge rift in communication.


2. They said their policy is that you're charged every month that you don't "skip" and that it's made clear upon check out. Now maybe I'm naive but when I originally signed up.. I was not asked to enter a credit card to be charged monthly. When I selected "VIP membership" it said your account would be charged store credit that could be used toward future purchases. I simply thought it was on my adore me account. I never dreamed they would go ahead and charge the first card I ever used to order a month after signing up. 


3. They won't refund any "store credit" that occurred past thirty days. Off the top of my head, I can't think of one store that has such a ridiculous time frame. Some stores will still accept returns years later and I'm not even trying to return anything to adore me. I just want my own money back!


4. Store credit expires after 12 months. So basically they take your money and if you don't take advantage of those credits within a year you lose out on your own money. If that's not a huge scam I don't know what is. I told the one woman this and she stated, "ma'am we wouldn't run our company in that way." Wait, what? Except that's exactly the way it feels and looks like to me. Who boasts about membership being free but still takes your money and refuses to make things right for their customers?


5. They state right on their "how it works" page that VIP membership is free... However, I found out the hard way that if you don't skip a month and don't use the money they take from you within 12 months you get nothing in return. That sounds like a fee to me. I searched the website for some fine print and the company uses the phrase, "monthly dues." Again.. how can you boast free membership in big bold letters on one page but talk about monthly dues in teensy tiny print on another page filled with a billion other sentences? 


6. They claimed I should have been notified about each charge by email each month. The problem is.. After they stated this I noticed that they send 3-4 emails a day so it's no wonder that the one email they sent to "warn" me didn't stand out. If I actually read every email from adore me, modcloth, forever21, Victoria's Secret, hautelook, YouTube, zappos, amazon, world market, kohls, 1800contacts, glasses shop, mac, coastal scents, ulta, and all of the other thousands of companies I get numerous emails from daily... I'd never put my phone down. I'm sure I'm not the only person who deletes emails as soon as they see who it's from. My life doesn't revolve around technology contrary to what society seems to think. Is anyone else sick of how technology based everything is? Ugh!


7. The first woman hung up on me and cut me off multiple times while I was explaining my frustration. I told her that I did not want to use my store credit because I had no desire to order with them ever again and that I would like money back. She told me that she could remove the credit and terminate the account if I'd like but I would not get that money refunded. I can't even comment on that statement. I'll let that Adore Me customer service rep speak for the company itself. 


8. They refused to let me talk to a manager. They said managers are "too busy" to take calls at the beginning of the month. I'm curious if that's due to all of the calls they probably get on or after the sixth when everyone realizes that they've been charged. 


9. They don't seem to care about keeping customers happy or building lifetime customers. I would have been an Adore Me shopper for life. But now that they treated me as if my business means nothing, took my money without my knowledge, and used misleading terminology to make this okay I have no desire to give them my business. I've never been treated with such poor customer service in all my life. I will never buy from a company who does not strive to satisfy their customers and uses misleading tactics to make their money. Honesty, character, and integrity are so meaningful to me. I don't care if you're a person or the biggest company in the world. If those things aren't meaningful to you.. you're no one I want to deal with.



It boils down to this.. I should've known better than to trust that a company would make their policies clear and concise. Had I done the research before hand, I would've seen that the way they worded things and the terminology about store credit and free membership confused me and now come across as misleading. Again.. I just never imagined they would take money from the bank account that I used to make my first purchase with them and I have my own naivety to blame. However, the company was rude and made no attempt whatsoever to understand my confusion and mend the relationship between customer and company. They had a, "you should have known" attitude from the second I started speaking with them.



If you're considering purchasing from this company please be sure to skip each month or DO NOT sign up for free VIP membership. And if you do forget to skip.. CALL within thirty days. Don't let a company make money off of you that they do not deserve. From now on I will definitely make sure I know what kind of company I am dealing with prior to doing business with them. Sadly, good products are not worth being treated the way that I was.



Sorry this blog was fiesty, long, and probably very boring. I really just want everyone to be aware because I never realized I'd have to make sure a company was being upfront before ordering.

UPDATE: Many people have found my blog post after trying to find out how to cancel an adore me membership. I have received a lot of emails with this exact question. To my knowledge, it can still be done on the adore me website. You will have to sign into your account and change the membership under your settings. It can also be done over the phone. Either way, you should get an email confirming the change.


40 comments:

  1. The company "JustFab" is the EXACT same way. the same exact thing happened to me! I had ordered from them just one time & I noticed I kept getting charged. They explained the same thing to me & I told them that I was not aware & I did not want to use their website again for anything. They argued with me & I finally said they would cancel my VIP membership that day.....YEAH RIGHT! The following month I get charged AGAIN! I was furious this time around...long story short, I talked to the supervisor he refunded me for everything they took out & got rid of my membership. I didn't want store credit or anything. I just wanted to be able to purchase something & move on. No extra charges, nothing! It's not a huge deal for some people, but I can't stand companies like that. Rant over lol thought I'd share my similar situation with you girl lol

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    1. I have JustFab and I love them, I just always make sure to skip on the first of every month until I actually want to buy something. It's like a bill. Their customer service is much better, like you mentioned.

      With the Adore Me issue Hailee, can you just redeem all those month's worth of lingerie and then cancel the VIP? I know it sucks, but at least that way you do get something in return rather than just lose 6 or so months worth of charges :/

      Check out my blog chickies www.foraluckygirl.com

      xoxo!

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    2. I guess I'm just too forgetful to deal with companies that charge you if you don't "skip." I probably wouldn't have ever signed up had I realized that the system worked that way because I know myself too well!! I think the most frustrating thing to me was the customer service. I don't enjoy giving companies my business when it does not even matter to them!

      I did end up redeeming my store credit. I finally got in touch with a manager and she made no attempt to make amends. I wasn't about to let them make easy money off of me after all of that! Lol!!

      I'm glad justfab worked it out for you!!

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    4. Just had the same experience and even tough I was upset with the automatic withdrawl, when I called to cancel I was nice. Though the woman named Donia I delt with was a raging bitch, could not believe someone could be so rude. She argued with me and acted like she knew more about the withdrawl from my account than my own bank did. To all looking into adoreme.com please know that it is SO not worth it; buying lingerie in the store will work out better anyways. The fit and faberic at adore me is all wrong. Seriously the WORST company I have come into contact with!!

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  2. Yeah, that was my first time ever hearing of a "skip the month" lol checking out your blog now! (:

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  3. We're they able to do anything about getting you at least the last month's back? I'd asked to terminate my account and the lady said there was a way on the website instead of calling, and I thought I had done that, but evidently not. I feel duped!

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    1. The whole set up is very tricky. I can go months without checking certain email accounts so I would never have been able to keep up with a VIP account with them. Life is crazy enough! They did refund my last month... And I used up my credits before terminating my account. I did not want to let them make easy money off of my mistakes!! Very frustrating. Hope you got everything worked out!

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  4. I just bought something from Adore Me and after I checked out I received a message about my "membership". I immediately became thrown off and did a little more research. I googled it and ran into this page so I really appreciate your post! I just called and they told me I could not cancel my membership until I receive my first order, so let's just hope I don't forget to call!

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    1. I hope you didn't forget to call!! If you did, they should refund within thirty days :)

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    2. I'm in the situation as well. It was never clear that would you be signing up for a membership. I Made a purchase over the weekend and I want to cancel that membership asap before they start charging my card. I will need to call tomorrow and speak to them. So my question is were you able to cancel your membership without any problems? And did you return what you ordered online? I go to basic training soon and I just don't want to be charged while I'm gone.

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  5. I was wondering how did you cancel your VIP membership? Cause I'm having the same problem.

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    1. I cancelled mine over the phone. I know there is a way to do it on their site as well, but I wanted to be sure that it was done as I obviously had some mistrust for the company. I believe you can change it under you "account" online. Either way you should get an email confirmation.. At least I did when I dealt with the problem a year or so ago. I hope you have luck! :)

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  6. Ugh, I'm going through this right now. But when I've asked to cancel the account they refused and said they can just freeze my account, but after 2 months I see they start charging me again! I'm waiting until they are open to call to hopefully terminate my account. Thanks for writing your experience with them. I don't recommend them either.

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  7. I'm dealing the exact same issue right now. I wish I would have looked at some reviews before ordering from this company...

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    1. Yes same here. I called today, mind you I was on the phone for like 25-30 minutes waiting to speak to someone and told her how I wanted to cancel my membership that was not even clear at checkout. She told me on the phone that I could cancel once I receive my order in the mail so I hope that's the case.

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  8. I have canceled and re-canceled my membership with no success. As of today if I don't get resolution I will find a lawyer and will suggest a class-action suit. This has been going on, in my case for 9 months.
    I keep thinking its canceled and then its not. I am on hold now again with and expected 30 minute wait time. I have reported them to the BBB as well with no movement.


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    1. Best thing I can suggest is have the bank issue you a new card. It worked for me for over a year but recently Adore Me found or bought my cc info and now they started charging me again! so bogus.

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  9. Finally I think I have found justice! My story about Adore Me

    July 30th 2014 I bought a lingerie set for a lower cost by signing up for the VIP membership, not realizing what was a scam it is. 7 days go by and they send me an email that they are going to charge my account and turn it into store credit and that I have the option to skip this month. Well, I never see the email because they send me 1-5 emails everyday. Thankfully I do not delete any of their email I just let them build up in my email graveyard and they go unseen forever.. or at least until today. Today is September 16th 2015. It's been over a year since my one and only purchase. I check my bank statement and see I have been charged $39.95 by Adore Me and investigate. I go into my Adore Me account and see that I have $79.95 store credit. WTH? After finding this blog and many other complaints I understand that Adore Me has been taking my money and I didn't even realized it. Stupid me for not checking my bank statement right? Wrong, I check it several times a month. The thing that struck me as odd was that I only had the amount of store credit which adds up to two months, yet I've been a "VIP member" since July 2014. Then on the website I read that after 12 months your store credit goes away and my heart falls to my stomach because I think this company blindly took $479.40 right out of my bank account. But how could this be? I always check my bank account. I look through my Adore Me emails and this is what I find:
    7/30/14 - I sign up for VIP and make purchase
    8/6/14 - Adore Me sends notice that I will be charged store credit
    8/10/14 - AM charges me $39.95 (didn't notice this in my bank acct)
    Later in August I lost my CC and had to get a new one >>>
    9/6/14 - AM tells me they need my updated CC to charge me (haha)
    10/6/14 - AM still needs my updated CC info
    11/6/14 - AM still needs my updated CC info
    12/7/14 - AM still needs updated CC info (weird it was sent on the 7th)
    ***This email continues to be sent to me every month on the 6th of each month until August 2015***
    8/7/15 - Adore Me still needs my updated CC info
    8/16/15 - AM says "Action needs to be made" AKA: give us your $$$
    Now here is the real quicker, I am just now seeing all these emails today (9/16/15) and have not once logged onto my AM account or even gone to the Adore Me website for over a year, after all this time they send me emails saying they need me to update my CC info and now all the sudden AM has somehow retrieved my new CC info and charges me!!! How did they find my CC info? All I can think is another website or third party that has recently charged my card sold them my CC info and now AM is using it. WOW...just WOW. That sounds super illegal, but sadly I'm not even sure if it is. (Sorry I know this has been long) TO my final point, my AM account said I have $79.40 store credit but how is that possible? AM charged me only twice. The first charge was August 2014 which would have expired and disappeared last month (12 months ago) and the second charge was this month (Sept 2015). How am I seeing 2 months worth of store credit? and also, where the heck did they get my CC info to begin charging me again??

    Any replies or input would be great! Thanks to those who read all of that

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    1. Don't know if you're still trying to figure this out but you should email claims@adoreme.com and explain your situation to them. A similar situation happened to me and they gave me a full refund for all my store credit as they realized their mistake.

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  10. I found this post as I was trying to figure out how to cancel my adore me membership. After not using my adore me account for months because my card number changed and realized I had no reason to update my card information anymore, I abandoned my account. Not long ago, I received an email from adore me saying that I had store credit which was odd because I never updated my card information. I went on my account and saw that I had $119 worth of store credit and was only able to get a refund for one month. I was trying to figure out how it was possible since I never got any emails for September and October saying that I had store credit. I emailed adore me and the first time they told me there was nothing they could do as they stated I should have checked my account to request a refund. I was a bit annoyed because once again, I never got any emails nor did I update my card info. I read under the terms and conditions and found another email account to email if you would like to get a refund for store credit after 30 days so I did and I explained my situation and to my surprise they realized how I never received any emails for 2 months and fully refunded all my store credit. The email is: claims@adoreme.com if you had a similar situation I strongly advise you to email that email address and explain your situation to them. Hopefully you'll get a full refund as well. Thank you for reading this

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  11. To cancel your Adoreme.com Adore Me VIP membership click the link below. Answer the questions and keep clicking the cancel membership and you will be FREE!!!!
    http://www.adoreme.com/helpdesk/index/membership_quiz/

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    1. Thank you so so much for posting this!!! You saved me from hours of over the phone annoyance.

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    2. http://www.adoreme.com/help_desk?am_sl=Te6EGGQ%2FURE1CgVWQStQfwpqh7f8c3LACDCjizdWep5BvXe%2BUrIaeav7HENjDCFEoCjzNLFp10VrGlXXZVYgu6g65F934jSiKZEFdTogknnA%3D%3D&cc-ref=236

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  12. I totally agree with you. Their customer service is so bad...I love the products but because the bad service, I am not going to stick with them, especially after reading your post.
    If you really want your money back, not as store credit, you should try call your credit card company and file a dispute.

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  13. I ordered from the Adoreme.com site three set of bra/panty. When I received the merchandise it was too small. The site states true to size and that is what I ordered my bra and panty size that I would usually wear in the garments if I had purchased from a department store. I called and requested a return which was granted and approved. The items were sent back, unworn and in the original packaging and shipping box within a week of receiving them. They received my returned items a week later. I waited another week and called to inquire about my refund to my bank card. At this time the CSR advised me it had yet to be processed and to call back in two weeks. I again called today to speak to a CSR about my $149.85 refund. I was informed that although the company determined the items had not been worn, they deemed them "dirty". How can they be dirty if I could barely try them on and placed them immediately back in the packaging? I was also informed I would receive neither a refund nor a credit. Really? For returning unworn perfectly returned merchandise? A company that has its items returned and refuses to refund $149.85. I don't even want a credit from this company. I will never buy anything from them nor any other company associated with Adoreme.com. Your merchandise is not true size, poorly made, and your customer service policies are fraudulent. I have purchased many items from other online merchants and shopping networks and never encountered policies as yours. I have contacted my bank and the BBB and filed a complaint against Adoreme.com and I will be receiving my $149.85 back to my bank account one way or another!

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  14. I ordered from the Adoreme.com site three set of bra/panty. When I received the merchandise it was too small. The site states true to size and that is what I ordered my bra and panty size that I would usually wear in the garments if I had purchased from a department store. I called and requested a return which was granted and approved. The items were sent back, unworn and in the original packaging and shipping box within a week of receiving them. They received my returned items a week later. I waited another week and called to inquire about my refund to my bank card. At this time the CSR advised me it had yet to be processed and to call back in two weeks. I again called today to speak to a CSR about my $149.85 refund. I was informed that although the company determined the items had not been worn, they deemed them "dirty". How can they be dirty if I could barely try them on and placed them immediately back in the packaging? I was also informed I would receive neither a refund nor a credit. Really? For returning unworn perfectly returned merchandise? A company that has its items returned and refuses to refund $149.85. I don't even want a credit from this company. I will never buy anything from them nor any other company associated with Adoreme.com. Your merchandise is not true size, poorly made, and your customer service policies are fraudulent. I have purchased many items from other online merchants and shopping networks and never encountered policies as yours. I have contacted my bank and the BBB and filed a complaint against Adoreme.com and I will be receiving my $149.85 back to my bank account one way or another!

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  15. I noticed the $39.99 charge and asked my wife what it was. She got honey-dicked on this also. She had no idea of the monthly charge and called and cancelled. They said they would refund what turned out to be two months of charges. I'll believe it when I see it in the account.

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  16. I hate to tell you this but their policy IS right where you can see it. I knew what I was getting into as soon as I started. AND.......you have days to cancel a day to skip. That and you can take a payment vacation. Its on YOU that you didn't read the print. Every monthly subscription has the same policies. JustFab.......Plated......ShoeDazzle....etc. They all work exactly the same. Don't be naive and know what you are getting into or don't get into it but don't blame the company when they state the info on the sight in the first place. All you had to do was a little looking around and you would have seen it.

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    1. Thank you for your comment. I'm not sure what their website looks like now as I haven't been to it.. But this post was made two years ago and I assure you that I checked their website thoroughly checked my information before posting at this time. Also, I even recognized in this post that the responsibility to check and double check policies was mine...I still don't think it should've been as misleading as it was at the time that I made this post. I'm happy to hear that they've changed the homepage of their website so that others don't have the same issues.

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  17. Well I'm glad I came across this page. Made my choice easy. I'll stick to VS.

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  18. Well I'm glad I came across this page. Made my choice easy. I'll stick to VS.

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  19. Hailee, I signed up for Adore Me about a day or two ago after watching a YouTuber's haul on their cute bra and underwear collection. I signed up because there was no other option to my knowledge. When you click the Adore Me site, the first page tells you to sign in, sign up or to use a Facebook account. I signed up, and my question for you is: did me signing up automatically make me a VIP member or do I have to click something within the site to become VIP? Under my account name it says "inactive VIP" but I assume that's because I haven't purchased anything. All I want to know is that if I don't purchase anything, I'm in the clear. All I want to do is sign out of my account and never revisit the site again. Please tell me that in my case it's just that simple? I really need an answer from someone, and it seems to me that you went through what I could possibly be going through. To sum it up, I signed up with them, I didn't click on anything VIP (but I wonder if I just automatically become VIP just by signing up), I haven't purchased anything from the site, nor have I even entered a credit card with them. I feel like I'm in the clear because I don't see a way that they can start billing me, and I never clicked or signed up to be VIP unless signing up in general is VIP. Please help me out.

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    1. I just finished reading your latest reply, and now I know that the site may be different from what you remember so to understand me better, I think you should just check out the sight. Don't sign in, just read everything you see on the home page and then let me know if me signing up made me automatically VIP?

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    2. It appears to me, and based on what I've heard recently, that the VIP prices are what is used to entice people to join..especially after looking at the homepage. But I'm pretty sure when you check out the VIP vs normal checkout option is much more clear. VIP used to be the default but I believe now you have to manually choose which you want. The VIP price will enroll you in the monthly club though which is where I was confused. I think they've made a lot of adjustments recently but I still do not choose to shop there and I'm much more aware when thinking about buying online now!

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  20. I just got a decline from my credit card...for Adore me that I had cancelled in MARCH! They have been billing my card all this time. I have almost $200 in credit! So I emailed them...Get the msg it could take 6 days to get an answer. Don't join!! I regret it so much!

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  22. Same with the monthly Laritzy beauty box, they changed their policy right after my sub ran out and charged me $70. Honestly online companies without outlet stores are shady af. If you order from online companies, cover yourself by sending an email directly afterward saying that you want to cancel your subscription or make sure you didn't sign up for one. That is the only reason I couldn't get my $70.00 back for the makeup: because I "couldn't prove I didn't want to continue my subscription". So when in doubt, just send an email and save the sent email for written proof that you don't want to be charged, and if it happens, you can hopefully get your money back from your bank. ugh.

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    1. The one thing that is good about adore me at this point is they state it clearly (at least now they do), but most sites have it under a different tab within all of their other boring policies that no one reads.

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  23. My husband did the same thing. He made an account to surprise me with some new set of bra and underwear. He did not even know he was being charges until i checked his account today. He got up to $119 worth of store credit because of it. I just use all of it and deactivating it now. Might a well use up the store credit since they won't give us our money back -_-

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