Terrible Cutomer Support
I had trouble logging in because I had to re-download the app on a new phone and forgot login details. After going through the verification process, I managed to login to my account. I tried to make a purchase from Shein and use Atome but I encountered an error stating that my account has been blocked. Emailed in to Customer Support, was first responded to by 'Fatin'. She responded that they "passed the case on to their internal department for further follow-up" and gave a number of reasons why the account would be blocked. To my knowledge, I have no outstanding payments as I have not used the app for purchases since 2023 and logged in once in 2025. The only other options would be issues with verifying my ID or the account security is at risk. Was then responded to by 'Jeff' who informed that "my appeal application is being rejected and they are unable to disclose the specific reason." I responded by asking if they could at least inform me how to move forward with the case or inform why my account had been blocked in the first place. I also requested that they delete my account if they could not fulfill those requests. Jeff's response afterwards seemed more like a template response. "Due to internal policies, we are unable to provide specific details regarding this decision. We appreciate your understanding and encourage you to reapply in the future if circumstances change." I wrote back "I had not asked for the reason for the rejected appeal and was asking how to move forward with the situation. Is the only option to delete the account?" Last response from Jeff: "We are sorry to inform you that we are unable to disclose the specific reason. You will not be able to perform further new purchase with Atome." Based on their repeated responses, it is most likely that Atome's Customer Service is being replaced with AI bots or just standard template replies to avoid accountability and transparency. Extremely dissatisfied with this experience.