ComplaintsforAdam & Eve

• Initial Complaint

  06/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a few items from **** and ***'s website one item was a toy for the ******* another item was gummies to enhance your arousal another item was a gummy for men to arouse their arousal and a cream for tightening also they gave a free rabbit toy I wanted the items by Monday June 24th 2024 I ordered them on June 21st 2024 and when I did I purchased the two-day air delivery which said it would be here on Monday costing me extra money I also paid extra money for Rush processing once I got my tracking number it said it was not going to be here until the following day Tuesday June 25th ********************************************************************** so I told them to cancel the order they would not cancel the order I told him that's fine I'll just dispute it with my bank well here we are on June 25th 2024 a Tuesday the package comes in the mail it is missing the ****** toys and the tightening cream and when I tried to speak with customer service again they said that they won't help me because I said I was going to dispute the transaction and they started being very rude over chat so I decided I'm going to file a customer service dispute on here their service ***** they're very rude and I'm missing two items that they won't refund I'm trying to avoid disputing it with my bank cuz it's just a hassle but if that's my last resort that's what I'll do

  Business response

  06/26/2024

  We apologize the customer was missing two items from his order.  We also apologize the customer had confusion about the delivery date.  We have refunded the customer for the two missing items and for his 2 *************** that he paid for even though the package was delivered on time.  The refund of $51.72 has been processed to the original payment method and should appear in 3-5 business days. The customer's interactions with the agents have been forwarded to their direct Supervisors for coaching, training and any disciplinary actions that *** be necessary. 

• Initial Complaint

  06/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order with this company on June 14,2024 for a total amount of *****. I have not recieved it, or received an order confirmation yet the amount has been taken out of my account. I have called customer service 3 times and each time there is a recording stating they are sorry, there is no one available to speak with me due to a company wide meeting. I ordered from this company years ago and never had an issue. This is ridiculous I just want my money back.

  Business response

  06/25/2024

  We apologize DHL and **** are delayed in delivering the customers order.  The order shipped on 06/13/24 and according to the tracking on DHL website the package has experienced a delay in transit and to please allow additional time for delivery.  As a courtesy, we have refunded the shipping that the customer paid for the delay.  There was a company wide meeting where **************** was unavailable for an hour.  We apologize that the customer could not contact us at that time.  **************** is now available for this customer should they wish to contact us back.  The customer also sent an email and it has been replied to also explaining that the package is delayed and the estimated delivery date is now 06/28/24.  The confirmation emails can be located in the customer's SPAM or Junk folders.  We will be more than happy to provide the customer with the order number and the tracking number.  Again, we apologize the order is delayed.

  Customer response

  06/25/2024

   
  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 pending I receive my package and shipping refund 
  
  Sincerely,
  
  *********************

• Initial Complaint

  06/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order with them and went to return the items. During the process you have to hand write your returns. I contacted the company about the returns and I was told the funds would be returned to my card which they never were. I then disputed it with my bank and lost. Im out product and money. No way to track to return since you had to hand write the return. I do have the fed ex confirmation. Thats all. I was given a number to call ************** and when you call it it state that number doesnt work. The company is a big scam. I would never do business with such a back road company again.

  Business response

  06/14/2024

  We apologize the customer had so many issues with their order.  We shipped the original order to the customer and it was confirmed delivered on 12/29/23.  The customer stated that the package was not received, so we reshipped the order to the customer on 01/07/24.  The customer received the reshipped order on 01/10/24.  We received a package back on 01/30/24.  A refund was attempted, however a technical error prevented the refund from being processed back to the original payment method.  We have issued a refund for the merchandise that was received back in the amount of $291.04.  Please note:  We do not refund for any shipping and handling charges.  The customer can expect to see the refund within 3-5 business days on the original payment method.  Agents can be reached 24 hours a day through email or chat and from 7 AM EST until Midnight EST, 7 days a week by calling **************.

  Customer response

  06/17/2024

   
  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

  05/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 4/29/2024 order number *********** never processed and the status was Unable to Process, called the company and the stated it was because I used my military discount to many times and the company can not make money on me if I use my discount they offer.. I don't understand why have a military discount if you are going to then punish veterans for using it and banning them from ever shopping with you again.. ideally I would like to be able to shop here again with access to the discount they advertise they give military veterans.

  Business response

  05/31/2024

  Promotional offer codes are intended for one time use on orders with multiple items.  When a customer places multiple orders on the same day for single items at 50% off with free standard shipping, they are abusing that promotion and the cost of doing business with the customer outweighs the benefits of doing business with the customer.  At that point, a business decision is made to not process any future orders for that customer.  We appreciate our veterans and the freedoms they protect which is why we offer a military discount, however, we also have to protect the best interest of our company so we can continue to provide pleasure to the masses.   Unfortunately, we will not be processing any current or future orders for this customer.

• Initial Complaint

  05/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered from Adam & Eve, autofill used an old address and I caught it a few days after I purchased the product. The product has not shipped yet, but the company claims they cant change my address nor can they cancel the order so I can reorder (as if I would after this).

  Business response

  05/30/2024

  We apologize that the order has already been processed and it is too late to cancel or make any changes to the order.  We have refunded the customer in full for the order and the refund will appear on their original payment method within 3-5 business days.  If the customer does receive the original package they will need to mark it as "Refused and Return to Sender".  

  Customer response

  05/30/2024

   
  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.
  
  This was all that needed to be done in the first place. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased an adult item from **** and even upon receiving the item it did not work at all I immediately contacted **** and *** to request a replacement for the defective item they said no I then said I would like a full refund of the purchase price less shipping and handling the company has not responded further to any of my calls or emails the item was purchased around May 15,2024 I have tried in good faith to resolve this matter with no resolution I would like the bbb to assist I do want a full refund for the defective item

  Business response

  05/28/2024

  We apologize the customer received a defective item.  We replied to his email on 05/26/24 attempting to troubleshoot the item for the customer in hopes that his item did work. The customer never responded to the email, so we assumed he was able to get the item working.  Unfortunately, it seems the item still does not work, so we have issued a full refund for the purchase price of the item.  There is no need to return the defective item.  Please allow 3-5 business days for the refund to appear with the original method of payment.

  Customer response

  05/28/2024

   
  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.
  I did respond to there email and the item still don't work I accept the resolution by the business 
  Sincerely,
  
  *******************

• Initial Complaint

  04/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Falsely advertising free product with purchase

  Business response

  04/29/2024

  We apologize the customer did not understand our policy on free gifts.  In order to receive free gifts with an order, the merchandise total must be $17 or more after any discounts and before any shipping and handling charges.  The customer's merchandise total was only $7.79.  However, as a one time courtesy, we are shipping the free gifts to the customer and they will receive them in 3-5 business days.

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  More info

  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

  More info

  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.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩