The complaint has been investigated and
resolved to the customer's satisfactionResolved Adore Organic Innovations — shameful sales tactics
resolved to the customer's satisfaction
I am writing a summary of my experience with Adore Cosmetics to hopefully prevent others from making the same expensive mistake I did.
My daughter and I were spending a fun day shopping at the Miracle Mile shops in Las Vegas on May 15, 2014. As we were about to leave the mall, we were offered a beauty sample by a lady standing outside the door of Adore. As we reached for the sample, she got very close to us and asked us to please step over the door threshold so she wouldn’t get in trouble. Of course, we didn’t want her to get in trouble so we crossed the threshold and were immediately whisked into a chair by a very smooth and flattering guy named Josh. He said he had some products that were better than a facelift that he wanted to demonstrate. He put some gel under my eye, let it dry, than placed another product on top of it. It did look better than the other eye and he could sell them to me $900! I said no thank you. Then he started offering to add some other products to the deal and demonstrated a facial peel on my daughter’s forearm that looked like it removed a lot of dead skin and dirt. (From other reviews I’ve read it will do the same thing to a clean countertop and light bulb!) Then he starting lowering the price and telling me other people in the store had gotten less and paid more. Before I knew it, I was suckered into 6 products for $400. I felt uneasy about spending that kind of money, but I figured I was getting a high end product for a deal. He had someone else ring up the purchase and bring the receipt to the chair I was sitting in rather than have me go to the register. I do not recall if it was a paper or electronic receipt that I signed. When I asked for the directions on how to use the product, Josh gave me his email address and told me to send him an email and he would instruct me on how to use them.
We rushed back to the hotel to get ready for dinner. I washed my face because Josh did tell me to use the product at night and not to wear make-up over it. The longest I could have had the product on was one hour. The area under my eye was a little red. We went out to dinner and spent the evening doing some sight-seeing. The entire time, the eye under which the product had been applied was watering. By the time we got back, the area was very red and swollen. I immediately realized I had made a mistake in purchasing these products, but I figured I would be able to return them since they appeared to be such a high end store. I found my receipt and was dismayed to find “No refunds” on it. This was my first indication that these products were not refundable. I was not told this and I did not see it when I signed the receipt.
After a fitful night of sleep, I returned to the store prepared for a fight, but hoping they would do the right thing. I had not opened any of the products. The girls at the store told me I had applied it wrong. (I didn’t apply it. They did!) Then they told me they don’t take returns and pulled out a sign from behind the register stating that fact. (Remember, I did not go to the register to pay.) They offered to exchange the items I bought, but I explained that since I was leaving town the next morning, I would not have time to test another product. Then they started talking to each other in another language which I thought was very rude and unprofessional. They suggested I call customer service which I did while still in the store. When I called, the representative asked which line of products I had bought and gave me the impression that Adore is not their only line of products. She told me to fill out a customer claim form and fax it to her. When I explained that I was leaving town and would not be able to return to the store, she told me I would have to mail the items to them. She gave me the impression that a return was possible.
After returning home, I filled out the form and emailed it to them. On May 27 I received a reply that they don’t take returns due to liability issues. She also said that the law requires that they place a sign stating their no refund policy in front of the register. She offered to exchange the products or give a store credit. When I explained that I had not seen the no refund policy because the receipt was brought to me, she claimed they do it that way as a courtesy to their customers. When I pointed out that reputable cosmetic companies allow you to return products, she compared their no return policy to Forever 21 and Bikini Bay which I thought was ridiculous since they aren’t comparable products. She did admit that not all of their sales people relay their return policy verbally as they are trained. I asked her to send me a copy of the receipt that I signed so I could possibly tell whether it was electronic or paper receipt. She did, but I cannot tell for certain what kind of receipt it was. However, I usually take the time to neatly sign my name and this one looks messy which makes me think it was an electronic receipt. I don’t believe what I signed had the return policy on it.
By the way, my husband stayed a few days longer in Las Vegas and walked through the mall and saw Adore was in the process of changing their signage. Are they using name changes to keep ahead of the complaints?
In summary, I believe this company is one to stay away from. If their products are so great, why do they use such deceptive and pushy means to sell them? Don’t fall for their charming sales people and their disreputable sales methods.
I am disputing the charges with my credit card company. They say I have a good case. I encourage others to do likewise.
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