Customer service
Customer reviews are visible and available for each product on adoreme.com, assisting customers to see product fit, satisfaction and beyond.[80]
Adore Me received Retail TouchPoints' Customer Engagement Awards' in 2017[81] and 2018.[82] The brand won the Excellence Awards as Best in 2018 Class Omnichannel Experience during Customer Contact Week.[83]
In December 2017, the company implemented a hybrid-bot on its website. The hybrid-bot enables Adore Me customers to receive live support via several messaging platforms.[84]
Before securing series B funding, Hermand-Waiche went on record stating that the company had 50,000 members with double that number in visits to the website each month. He stated that the revenue had been increasing by 40 percent each month from January through June 2012. At that time, the company model provided an individual showroom for each customer consisting of "bras, briefs, babydolls, slips, underwear, corsets, bustiers, shapewear, legwear and swimwear," with the sixth set purchased being free for members.[4]
Once fully funded, reports emerged detailing customer complaints about the implementation of the controversial practice of negative option billing. Adore Me offered the customers the choice of buying a product at full price or of buying the same product at a substantial discount by joining a membership club. The club then billed customers a fixed amount each month unless the customer bought lingerie or opted out for the month. While the membership may be cancelled, the customers have found it difficult to cancel.[85][86] Customer Kathy Lira filed suit against Adore Me seeking damages, injunctive relief, and court costs as restitution for the financial damages incurred from having her card automatically billed.[87] Following an investigation filed by the Federal Trade Commission about Adore Me's deceptive billing practices, the company agreed to refund up to $1.38 million to customers that had previously forfeited their store credits and to clearly disclose how much customers would pay on its monthly subscription plan.[88][89]
In 2017, Adore Me announced the launch of its scholarship program, offering a $1,000 scholarship to support women pursuing a degree in business. The company began awarding female students who had either started their own business or were planning to do so in the future.[90]
In 2022, Adore Me became the first US-based lingerie brand to be granted certification by B Lab, a nonprofit assessing company performance in order to determine corporate sustainability. Adore Me announced the certification saying they were "on a mission" to make shopping "more accessible to all consumers".[91][92][93][94] The company faces a potential class action lawsuit related to the Americans with Disabilities Act. As of April 7, 2023, Kevin Yan Luis has filed suit in the Southern District of New York claiming that the site cannot be accessed by the visually impaired.[95][96] A similar suit filed June 27, 2022 by Marta Hanyzkiewicz was dismissed with prejudice by Judge Nina Gershon on November 21, 2022.[97]
In 2023, the company was once again sued for deceptive billing practices, this time by thirty-one states and the District of Columbia. Included in the plaintiffs' arguments was that consumers who cancelled their membership in the VIP program were required to forfeit all of the accrued store credits in doing so. These credits had been accumulated through the monthly billing of the VIP program and consumers not having made a purchase between the first and the sixth of the month.[99][100] They settled the case in June 2023 for $2.35 million, to be split amongst the plaintiffs.[101][102][103][104]
