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Business Profile

Online Retailer

RubyLove

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

Customer Complaints Summary

  • 149 total complaints in the last 3 years.
  • 49 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/04/2022

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered two bathing suits for my daughter in July 9. The order said it would arrive in 1-2 weeks. When I did not receive it in 2 weeks and I still hadnt received notification that the order was shipped, I emailed customer service. They said I would receive the order by July 29. When that did not happen, I emailed again and was told we will ship the order as soon as possible. When I responded again, they have now not replied in 2 days. At this point, I have been waiting for nearly a month for the order and would just like a refund and to cancel my order.

    Business Response

    Date: 08/26/2022

    Upon reviewing the order we do see that there was a delay in shipment due to the order handling process that we transitioned to, However we did respond to customer with an Update . Her order was requested to go out. Fulfillment handles request in the order that they are received. Again we do apologize for the delay but due to company Policy we do not issue for refund due to hygienic nature of the product. Tracking shows delivered. Customer has received product. 

  • Initial Complaint

    Date:08/02/2022

    Type:Delivery Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Ordered a swim suit on July 8th. Email said order arrives in 1-2 weeks. Per their site, item has not shipped. Tried emailing them and contacting them via chat. Got one response that it would be here July 29th followed by response that they have forward my email to appropriate person and I would hear back soon. No other response followed and suit did not arrive by July 29th. Have tried calling, got message with full voicemail box. Have emailed again and tried chat again, no response.

    Customer Answer

    Date: 08/06/2022

    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 and the matter has been resolved.

    Sincerely,

    *******************



     

  • Initial Complaint

    Date:08/01/2022

    Type:Sales and Advertising Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On 6/24 I ordered $74.36 from Ruby Love, one item was a bikini bottom. On 6/30 I returned the bottom for an exchange in size and I paid the $7.95 for shipping of the exchange. On 7/15 I reached out because I had not received the item for the exchange. I needed it for an upcoming vacation. On 7/25 I reached out again because I had heard nothing back. Finally I was told my item was never shipped from fulfillment. I then asked for a refund, have heard nothing back from them since. I want a refund for the item I bought as well as the reusable pads because they are worthless to me without the swim bottoms.

    Business Response

    Date: 08/26/2022

    As stated in Policy, Exchange can Take up to 30 days. Upon Reviewing the account customer was sent item on ****** and received within 2 days of ship date which is august 5th. Please note that the 30 days starts from the time we have received product. 

  • Initial Complaint

    Date:08/01/2022

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Ordered product for upcoming trip. Upgraded my shipping because of timelines for shipping. Never received my items in the time promised. When followed up, was told to wait longer. Product must have been delivered to the wrong address. Ruby Love required that I fill out a police report, even though my security footage shows no delivery to my house. Over 1 month later, still no product. Police report filed. No need for the product now, and they're only willing to replace the product. I don't want or need the product anymore. Still haven't received a product, so the concern with hygiene isn't an issue.

    Business Response

    Date: 08/26/2022

    The first delivered package we were sent proof of delivery from the carrier. We have tried to compensate the customer with re-shipping the package she refused the package it came back to us. We will be issuing the customer a store credit due to company policy & recipient refusing the re-shipped package.

    Customer Answer

    Date: 08/30/2022

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because
    I do not want a credit. I do not want to support this business after receiving horrible customer service. The items were not delivered in the time needed. Now I have ZERO use for this product or anything from them ever again.

     

     

     

     

    In order for the BBB to appropriately process your response, you MUST answer the question above.


    Sincerely,

    *************************




     

    Business Response

    Date: 09/02/2022

    As we have explained to the customer the shipping information is on our website. It does break down the time frame in which we ship our product for all methods. Please see below:

     

     

     

     

    Customer Answer

    Date: 09/02/2022

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

    [Your Answer Here]

     Their response is not accurate or reasonable. I paid for expedited shipping. The timeline would have been fine, had the items been delivered to me. The customer service told me to wait when I first followed up about the delivery not having been received. I do not be need or want a credit because I have no use for the product!!!

     

     

     

    In order for the BBB to appropriately process your response, you MUST answer the question above.


    Sincerely,

    *************************




     

  • Initial Complaint

    Date:08/01/2022

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered bathing suit bottoms from Ruby love on June 6 and paid 795 shipping and handling. Website promises 1 to 2 weeks delivery. On June 22 I reached out to the company inquiring on where my product was and if it has not been shipped to please cancel it. I did not receive a reply. I reached out again and the customer service rep told me they were forwarding my issue onto another rep. A week later I did not hear anything. A few days later I received an email after I requested it be canceled a week prior that it had shipped. I reached out again and no answer. I called the number today because the mailbox is finally saying its not full and a very rude woman did not want to deal with me and told me they deal with a third-party shipping and they can only give me a store credit. I Me

  • Initial Complaint

    Date:07/30/2022

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a swimsuit from this company on June 1, 2022. Upon arrival of the product, it was clear that the item was too small for my daughter. She didn't even try it on. So we requested a return/refund. The email I received with return label stated "After we receive and process your return, well issue an immediate refund to your original form of payment. It may take up to 10 business days for your financial institution to process the refund." Now the company is informing me that they don't issue refunds, rather gift cards for their company. This is unacceptable to me, as I would never support this company again, considering the hassle, inconvenience and time **** this company has caused me. I just want my refund of $69.45. It is already July 30 and still no action.

    Business Response

    Date: 08/26/2022

    On our website we state that due to the nature of our product we do not do refunds. However we do allow exchanges, which this is the case. If a exchange is not wanted we will issue a store credit that is good for a year. This is what is stated on our website.

    Hygiene is a top priority at Ruby Love for our customers and our associates.  As a result, we do not accept returns.   We realize that you may need to change sizing.  For these instances, we do accept exchanges if an item has NOT been worn or washed.  We do not restock or resell items when returned.  We do offer store credit if any refund is required.  

    Customer Answer

    Date: 10/04/2022

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

    In my return receipt, your company stated that I would receive a refund to my original form of payment. Please see attached statement submitted with original complaint filing. Additionally, your company appears to have deleted my account altogether making it impossible to receive any kind of credit. Lastly,  your company has failed to reach out to me, to award any credit. Please send me full refund to original form of payment.

     

     

     

     

    In order for the BBB to appropriately process your response, you MUST answer the question above.


    Sincerely,

    *******************************




     

    Business Response

    Date: 10/06/2022

    We have gone over your order there wasn't a return item received for a refund or store credit to be processed. If there is a tracking number that can be provided to us  for the item we can and will issue you a store credit.

    Customer Answer

    Date: 10/06/2022

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

    The item was absolutely returned! Interesting that your company is only now suggesting the item wasnt returned. The tracking number was included with the packing slip that I printed from your company, which is now expired, and Im unable to access. I demand a refund to my original form of payment. I would NEVER support your company by purchasing or wearing anything you sell. 

     

     

     

     

    In order for the BBB to appropriately process your response, you MUST answer the question above.


    Sincerely,

    *******************************




     

  • Initial Complaint

    Date:07/28/2022

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Order merchandise from Rubylove. Product does not fit well. Poor design. Requested to Return for a refund. Was denied.

    Business Response

    Date: 07/29/2022

    The customer placed her order july 25th. she received her items fast an effeciently. Our policy states we do not do return or refunds. I will upload the policy. The customer is more than welcome to do an exchange or receive a store credit.

     

  • Initial Complaint

    Date:07/28/2022

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On July 9th I ordered a bathing suit and a pair of underwear for my daughter in the amount of $108.98 order # ******. I still have not received this order despite being promised 1-2 weeks. I emailed this company last weekend and received a stock response that they would forward my email to the proper department. I have receive NO RESPONSE. I even tried calling and their voicemail is full.

    Business Response

    Date: 07/29/2022

    The team at Ruby Love is deeply sorry for the shipping delays experienced by our customers over the past month. In a transition to a new order handling process, there were internal issues in how we managed the change. As a result, Our customers experienced long delays in receiving their order's. The customer have received her tracking and delivery date of saturday july 30th. 


  • Initial Complaint

    Date:07/27/2022

    Type:Delivery Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I placed an order on 6/15 for a swimsuit and havent received it yet, nor a shipping confirmation, despite numerous emails with customer service. Im hoping for full refund of the $89.99, as the swimsuit was needed at the beginning of the summer and not the end, but just getting the suit would be an acceptable resolution at this point.

    Business Response

    Date: 07/28/2022

    Hello,  we do apologies for this grave delay in shipments as we have experienced numerous shipping delays. The customer item was placed on back order as we do not have the item in stock. The customer is entitled to a full refund as we do not have the product in stock. the customer will receive her refund back to her original payment in 5-7 days.

     

    Customer Answer

    Date: 08/01/2022

    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 and the matter has been resolved.

    Sincerely,

    *******************



     

  • Initial Complaint

    Date:07/26/2022

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I placed an order on July 15th. I found out on ******** that orders were behind on shipping. I needed the product for my daughter and couldnt wait so I bought what I needed at a retail store. I then proceeded to email them that I wanted my order canceled since it hasnt been shipped. I got an email back stating they would send this cause to the appropriate department and follow up. I then emailed again asking why it had to be done this way, and my response was if you want it quicker you need to call. I called today and the lady told me no refunds and it hasnt been shipped. I just want my money back since it hasnt shipped thats all.

    Business Response

    Date: 07/27/2022

    Hello, our company policy is that we do not accept cancellations after an order is processed. The customer order is set to ship and arrive to her in the shipping time frame paid for. We are experiencing shipping delays but the items are arriving to the customers. This customer is not entitled to a refund as her order was processed, packed and will be received on friday. 

RubyLove is NOT a BBB Accredited Business.

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