Update by user Aug 21, 2018
After I posted this review on Pissed Consumer and the BBB, they restored my reward points and VIP status without requiring me to make a purchase.
Original review posted by user Aug 19, 2018
Adore Me’s products have always been amazing, but should anything go wrong with an order, their customer service is poor and creates such a frustrating customer experience. I am writing today to share an experience that is so wrong.
I called Adore Me customer service on Friday to process an exchange—I ordered a two piece bathing suit, and they sent me two bottoms instead of a top and a bottom.
Easy enough to fix—that portion of the call seemed to go fine. Twenty minutes after I hung up, I received and email stating I had been unsubscribed from my VIP membership, which meant I lost all of my reward points. I called them back to see what was going on—I’d been a VIP member for 2+ years, and I never requested the membership be canceled. They weren’t able to tell me what happened, but they said there was a link in the unsubscribe email, so click that to restore.
I clicked the link, and it did not restore my membership—it simply took me to a screen that showed me the status of my exchange. I called them a third time to let them know my issue was not resolved. They told me to send a screen shot of the issue and someone would contact me back within 24 hours. No one contacted me, so I called a fourth time today and was told the only way to restore my VIP membership was to *make a purchase*, select “I want VIP membership” at checkout, and then call them and then they would restore all of my points.
To summarize, in order to rectify a mistake I didn’t make and restore the points and rewards I earned, I am required to spend money before they will take action.
This is a disgusting business practice, especially considering that the representative let me know that she still had access to and could see how many points I had earned—she simply couldn’t give them back to me until I spent more money. It’s insulting to a loyal customer who has spent more money than I care to admit with this company over the past few years.
Product or Service Mentioned: Adore Me Vip Membership.
Reason of review: Poor customer service.
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