Breanna F.

Ordering from AdoreMe has been one huge headache. I ordered my first set from their website on January 14th (after normal business hours - around 6pm), and realized only 2 hours later that I had entered the wrong city on my shipping address. This was my mistake. My issue lies with how their customer service handled my case.

I immediately called customer service and explained my issue. The lady who was "helping" me said their policy didn't allow for any changes in shipping address unless the issue was addressed within 30 minutes of placing the order. I asked why this was the case and if I could speak with a manager who had the authority to address my concern, as there was no way they had my order in a box with the shipping information on it ready to put it on a truck within two hours (when I had ordered it after the business day was already over). I was put on hold while she looked for a manager, and she came back and said all of their managers were busy on other calls and she couldn't help me. She said it was probably already on a truck (load of crap) and I could just wait a while for the tracking information to say it had delivered, then call them back and process it as a loss. This would take even more time, then I would be sent a voucher to make a new order (she explained that because this was my first set, my voucher would've been for the $20 I spent, not for the $49 item I purchased - so I wouldn't have even been able to get the merchandise I ordered with their voucher). She also made sure to give me some advice: "Next time you order I suggest that you double check your address before submitting". Thanks, hon. That helps a lot *eye roll*. I hung up, very dissatisfied, and called back about 10 minutes later as my issue had not been solved and I wanted to come to a more definite solution.

After being on the phone with the second representative for about 5 minutes I asked for a supervisor. I was on the phone with the supervisor for 45 minutes as she fed me the same lines over and over again about their policy, basically saying she couldn't do anything. I explained to her that I know how businesses with warehouses work and I knew that was a load of crap. I also explained numerous times that I was more than ok with cancelling my order completely and taking a refund, but apparently orders can't be cancelled (also a load of crap). After asking to speak with a manager who had the authority to actually do something about my case, I was told there were no managers available but I was given a time when a manager would be in and was told to call back then (my order was supposed to be shipped before then, and I had been told before that my order was ready to put on the truck immediately, so this wasn't going to help me but I was BEYOND pissed at this point and I wasn't getting anywhere so I hung up).

A few days go by, my order was supposed to have shipped but it still said "processing" online (oh also they took my money the day after I made the order - I had tried to cancel before they even processed my payment but apparently that couldn't be done. At this point I was out the money with no merchandise on the way, and when it did ship it was going to somewhere nonexistent). 5 days after I ordered, I get an email that says "Sorry, your order hasn't shipped yet, our warehouse is backed up". I immediately call and ask to speak to a manager, but before she puts me through to a manager I am forced to explain my entire situation, and she feeds me the same lines the other customer service people fed me before. I explain that I've already heard that numerous times, manager please! I'm told AGAIN that managers are busy - "call back in 30 minutes and I'll write you down on the list of people who need to speak to them". So I wait and call back in 30 minutes. After sitting on hold for 10 minutes, my call is not picked up, and the line disconnects. I call again, and my call is finally answered after 8 more minutes of waiting. I FINALLY get through to a manager who automatically assumes I'm calling about their warehouse backup issue and starts feeding me lines about how they're so sorry, they've already sent a discount code, yaddah yaddah yaddah. I have to interrupt and say, "actually sir, I have a different issue" and explain everything again. I simply ask if, since I have just been told that my order has definitely not been put on the truck yet, as I was told it had been 5 days ago, my shipping city could be changed. He says "oh yes, that's simple!" and changes it in literally 2 seconds. I checked the order on my online account and confirmed that he had entered the correct address. He says "I'll expedite that for you to make sure you get it at that new address in just a few days". I hung up happy and breathed a sigh of relief. I thought I was done dealing with them. BUT WAIT, THERE'S MORE.

Still giddy that I am done with calling their customer service line, I patiently wait for my email confirmation that my order has shipped. I received this email on January 24th. AND it had the correct address! Boy, that manager sure worked wonders! NO.

I have been keeping an eye out for my package since the day I got that email, and it never showed. I checked tracking info yesterday, both on the AdoreMe site and on the USPS site. The AdoreMe site says that it was delivered, yay! The USPS site says it went to the wrong city, and was returned to sender. NOT YAY. I guess the address change the manager said he did didn't actually go through or something.

Feeling defeated, I send an email to customer service last night, hoping to hear back from them this morning (this was late at night after their call center closed). After receiving no response, I called their customer service line after lunch today to report my order as a loss, as the first customer service lady said I should do if this happened. I sit on hold for 10 minutes and the line disconnects. Not surprised, this has happened before. I call again, the line disconnects again after another 10 minutes.

Folks, I gave up.

I pulled out my debit card, called the number on the back, and filed a dispute. I no longer care about receiving my cute underwear set (I actually stopped caring a long time ago). I no longer care about letting them have a chance to fix my problems, as they are clearly not capable of doing so. All I care about is getting my $19.95 back and never ordering from them or calling them again. Now that I have washed my hands of this horrible company I can go back to living my normal, happy life with the bras and underwear that I already have. Unlike AdoreMe's customer service, at least they'll always be there for me.