ComplaintsforAdam & Eve
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Complaint Details
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Initial Complaint
02/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I made three separate orders with this company. Order number one was shipped via **** regular standard shipping. Order number two was shipped 2 day air *** with me paying the shipping expense. Order number three was shipped 2 day air with me paying the shipping expense.Order number two did not get delivered as promised on the second day that *** had the package I reached out to said company and they sent me an email telling me they would refund my shipping and track the package. The package was set for next day for delivery never arrived Package was set for delivery for today and was physically delivered to my home. Order number three this is where we get bigger issues. Today was the second day air. My package was on a truck set for delivery when I get notification from *** that the sender has recalled the delivery and requested it be held at a facility for the recipient to pick up. When question said sender, they claim they got an email from *** stating they would not deliver to my address. When confronted ***, they said no such email exists because the package is physically on the truck set for delivery today. But according to said company/sender, thats incorrect. Ironically package number two was delivered to the same address. So package number three is now set for me to pick up at a location that is 30 minutes away from my home one way and I am to now drive down there during business hours to pick up package that I paid for second day delivery to my home. Company tells me that theyll refund me some of my shipping but not all. Why is it my fault that they canceled my delivery ? When I reach out to them, they implied horrible customer service and are making this out to be my fault. I told them that I will not drive an hour round-trip and stand in a facility. That is a very large place during business hours, when I have my own work to do and I cannot pick up this package. at this point, I have now told the company I want a refund. company has ghosted me.Business response
02/22/2024
On 02/02/24 we contacted *** and had them redirect the package to the customer's address. *** delivered the package to her address on 02/05/24. The customer was refunded for all of her shipping charges.Customer response
02/22/2024
Complaint: 21239957
I am rejecting this response because: I was only given partial shipping refund on one of my orders! Not ALL like you claim! Shipping was ***** for each order you refunded me ***** for one order which I can assume you charged me TAXES on shipping and the other refund was 8.58 which was half the shipping for another. YOU DID NOT REFUND ALL like you claim!
Sincerely,
*****************Business response
02/23/2024
We only refunded complete shipping charges on the one order that was originally held by *** and later delivered to the address. As an apology for issues with your orders, you have now been refunded for complete shipping charges on all three orders. Please allow 3-5 business days for the refund to appear with your original payment method.Initial Complaint
01/24/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On December 17, 2023, I ordered a *** toy on the **** and *** Website. The product itself was $14.--; and, with shipping the total amount was $23.13.When I received the product, the box was not sealed and was completely open on one end. The *** toy was not in any sort of wrapping to show any standard of hygiene. The box was devoid of instructions or warranty information or other literature. Against my better judgment, I used the product without first cleaning it.The energy put forth from the product was extremely weak and puny - and did nothing for me. I contacted **** and *** customer service to ask about warranties or returning the product. They simply told me to return the product - which seemed great, because other adult entertainment companies are very strict about not allowing returns.Within two (2) days of trying the *** toy, I developed a female problem. I am very annoyed about this. I had to go to the doctor, and pay for testing.I should have received the refund a long time ago by now. The product was shipped back to them at their ************************************************************* on January 2, 2023. They received the product on January 8, 2024.I DON'T CARE IF THEY MIGHT HAVE TALKED NICELY ON THE ****** THEIR SLOPPINESS AND THEIR UNWILLINGNESS TO HONOR HYGIENE STANDARDS BY RESELLING USED *** TOYS TO OTHER CUSTOMERS (WITHOUT THOROUGHLY CLEANING/STERILIZING THE PRODUCT) IS EXTREMELY UNACCEPTABLE!!!!Business response
03/11/2024
A check in the amount of $85.00 was mailed to the customer 03/07/24. The customer was previously refunded $13.45.Initial Complaint
01/15/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I made a purchase from this company for next day delivery and paid an extra fee of ***** for that service. The next day I was told the product would not be arriving and instead be coming 3 days later. They have refused to refund the extra fee I paid even though the did not fulfill they end of the agreement. to that point if I were to place the exact same order today the order would arrive at the same time as my original order for only 26 dollar. I only place to order based on their word and would not have done so if I knew they couldn't follow through. order date: 1/12/2024 order number: ***********Business response
03/11/2024
We apologize *** did not deliver the package to the customer when they wanted it. The customer paid for Saturday delivery which is not guaranteed. The next business day was a holiday that *** did not deliver any packages. The order was delivered on the day following the holiday. However, as a one time courtesy, we have refunded the customer for the difference in Saturday delivery and next day delivery. Please allow 3-5 business days for the refund to appear with your original method of payment.Initial Complaint
12/27/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
On 12/22/23 I purchased a rose toy for $64.49. After allowing the device to charge for a little more than two hours the product failed to do what is listed on the packaging. The packaging describes this product as having strong suction and the device I received has none and hardly vibrates at all. Being that the location was closed, I waited until the following day to call to ask the return policy as this was not stated at the time of purchase. The lady who answered asked for if I had a receipt and then said never mind because she knew who worked the day before and she doesnt give receipts and proceeded to find my receipt in the system. She found it and let me know that I could come and do an exchange because they dont do refunds. However, when I arrived I was denied an Exchange after the employee took the replacement out of the box and said, Well this one is just as dead so Im not sure what you wanted us to do about it. Might I add the website states that it has a 100% satisfaction guarantee, meaning if I am not satisfied I should be able to at least exchange. That didnt happen and I was turned away after being told to come in for the exchange. Obviously I am not the only one who had issues with this product according to the reviews, so the product is defective no matter if exchanged or not. I would like a full refund for inconvenience and dissatisfaction.Business response
03/11/2024
We apologize the customer received a defective item from a retail store. The retail stores are privately owned franchises that have their own return policy. We cannot refund for any items that were purchased from a retail store. However, as a one time courtesy, the customer can email us at ******************** and we will be more than happy to send her any item from the website with an original retail up to $64.99. We will need the customer to provide us with their full name and mailing address for the exchange.Initial Complaint
11/13/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
10/27/2023 EmpireStores.co, aka Adam&Eve. closed my account after I purchased over $600 worth of movies to stream online. I asked for access, the charged my credit card $500 fraudently, with they refunded, then 3 weeks later accused me of ordering movies with insuffient funds, which I never did, closing my account and the ********************** I supposedly had access to for life. I don't trust them, want a reasonable refund, as deserved for a fraudulant company.Business response
03/18/2024
We have reached out to DVD Empire, the company who manages the Video On Demand website, for further information on this particular situation. Once we receive all of the facts of the situation, we will respond accordingly with any resolution that *** be possible. We apologize for the delay in response.Customer response
03/19/2024
Complaint: 20857398
I am rejecting this response because: there no repose to the resulution. They still have my CC#, I demand a refund of the $600, of what they claim as "life-time videos" as false, misleading advertising from a shady company, that does follow their own rules. The customer pays the price. Horrible customer service . They deserve an f-, and should be closed, everyone refunded.
Sincerely,
*********************Business response
03/20/2024
The customer joined **** & Eve **** on September, 8 2023 at the $499 Lifetime level, and then immediately contacted customer service asking to cancel the Lifetime membership. The membership was canceled and the $499 was refunded to the customer. The customer also placed a $19.57 VOD order on September 3, 2023 which was later disputed by his card company on October, 17 2023. Once a dispute is placed the customer's account was closed. However, after discussing the issue, Adult Empire has decided to re-open the customer's account. The customer now has access to their purchased library. We apologize for any inconvenience.Customer response
03/20/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*********************Initial Complaint
11/09/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I purchased a product that did not use or open. The store refused to refund me or give me a credit note even though I had a receipt. This is not acceptable.Business response
03/11/2024
The retail stores are privately owned franchises with their own return policy. We cannot refund for items purchased from a retail store. However, as a one time courtesy, the customer can return the item, with copy of the receipt included, to the website at PO BOX 8200 ************, ** ***** and include a note with an item of equal value from the website that they would like to exchange the item for and we will send that item to the customer.Initial Complaint
11/06/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On the 3rd of this month I went online and I ordered my wife some cream off their website, for the first time ever. I placed my order and paid extra $12.99 for express shipping. My order came out to bein $24.25 and I paid using one of my debit cards and I was expecting to get my order fromthem at least by Friday since it had already been deducted from my debit card and I never recieved anything not even a email explaining where my order was at. I get my daughter to call into the customer service number while I'm workin and they tell her that she nor any of our family members can order from their company cause of a order that she had back 2 years ago she paid a close to $35.00 for some shavin cream and somethin else, and she never rcieved her order so she told them that she didn't recieve it so they say we are banned from ordering again. ******** are totally two different people. I just want to know why they took my money and now will not return it back to my account and I still have not recieved my order? They will not tell my wif anything but I work, all the time and this is a problem when a company takes money from my bank account and refuses to return it. I only want my money back. There is more places I can take my business to besides them. They should have enough DECENCY to write a email and explain there reasoning behind not send in me my order.Business response
03/11/2024
We apologize the customer did not receive their attempted order. We only allow one account per household. When we receive a disputed charge on an order, the account the order was placed on is closed until the dispute is resolved. We received a dispute on an order from 2022 that was shipped to the same address and the account was closed. When the customer attempted to place another order that order was not able to process due to the account being closed. When an order is attempted, the bank places a pending authorization on the customer's account. The pending authorization will then fall off based on the banks policy, normally, ***** hours. As the order never shipped the customer's bank account was never charged. Due to our privacy policy, we can only speak to the person whose name is on the order.Initial Complaint
10/09/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On its website it assures you that your order comes in discrete packaging. There was nothing discrete about the packaging of my order. Not only could you feel what it is, it is also easily outlined. I only purchased this item because I would get a free gift when I signed up for texts, and they did not send the gift, either.Business response
03/11/2024
We apologize if you were embarrassed in any way by how your order was packaged. We work very hard to make sure that some of our items are shipped in boxes, versus padded envelopes. I have spoken with our warehouse team to make sure they are more careful in how customer orders are packaged. We have refunded you 10% off your order. The customer did not receive free gift for signing up for text messages because they used another promotion on the order that gave them a larger discount. Only one promotion per order is allowed and promotions cannot be combined. However, as a one time courtesy, we will ship the free gift to the customer.
Initial Complaint
10/04/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I have an order that was supposed to be delivered by September 28 at the latest. I even paid extra money to have it rushed. The order has still not arrived. I have contacted customer service a few times and no one has responded to any of my messages (email and directly on the company website) regarding my missing order.Business response
03/11/2024
We apologize the customer's original order did not arrive. The customer contacted us on 10/02/23 and we reshipped the package to the customer. The package shipped on 10/03/23 and was delivered on 10/06/23. We do not show that we received any previous communication before 10/02/23.Initial Complaint
10/02/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
An order was placed by mistake on **** with the business. On ****, I contacted the company to cancel the order. They stated it has a tracking number but will not ship until **** but cannot cancel the order. If a package has been picked up by the shipping carrier, why cannot the order be cancelled? I just want a refund and to cancel the order.Business response
03/11/2024
We apologize that we could not cancel the order as it had already been processed for shipment. The customer placed the order with express delivery on 09/30/23 and the order shipped on 09/30/23, The customer had the option to refuse delivery with the carrier so that the package could be returned to us at no cost to the customer.
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Customer Complaints Summary
63 total complaints in the last 3 years.
33 complaints closed in the last 12 months.