Complaints

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.

• Initial Complaint

  Date:07/26/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 items on 6/28/22. On 6/29/22 I received an email saying 3 of my items have shipped. One 6/30/22 I received an email stating my remaining 1 item shipped. I received my items from the first shipment with the 3 items on 7/2/22. To date I still have not received my last item. I have contacted them on chat, ******** and email to find out status of my last item. I then started requesting them to cancel this item as I started finding reviews of people waiting months without getting their items. On 7/21/22 I received an email saying my order was going out that day. To this date I do not have the item and when I check the status of the item online it still just shows as confirmed. Not shipped. This is the same thing that other people have said. They would be told the item would ship the next day and it would never ship.

  Business Response

  Date: 07/27/2022

  HELLO, THE CUSTOMER RECEIVED HER ITEMS IN THE SHIPPING TIME FRAME PAID FOR AT CHECK OUT. ONE OF HER ITEMS WAS BACK ORDERED. The customer contacted us about half of her items not shipping and we requested for the item to ship when it comes back in stock. The customer contacted us and requested to cancel the back order. We did cancel the order and the customer is set to be refunded.

• Initial Complaint

  Date:07/23/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 (#******) with Ruby Love on June 18th 2022 in the amount of $87.89 for a swimsuit top and bottom, with an arrival time of 1-2 weeks. The status continued to report no tracking info or that the item was ever shipped. After 2 weeks, I submitted a complaint on July 2, 2022 and was responded to on July 4 that the order was being processed and info was with fulfillment. On July 5, I received a second message saying that the swimsuit bottom was out of stock so they couldnt ship it, and I needed to pick a different product. I requested to cancel the order / be refunded if it could not arrive that weekend which is far longer than the 1-2 week estimate for shipping. On July 15, I received an email from a fulfillment team through Pantyprop.com that the item was out of stock and I should pick other options (sent 3 links to other swimsuits) with no option to cancel / get refunded.

  Business Response

  Date: 07/25/2022

  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. This customer is in entitled to refund as we do not have the item in stock and could cancel the order as well. We would love to refund the customer but there is an open dispute with the customer so we will have to wait for the dispute to be resolved before we can even refund the customer. 

• Initial Complaint

  Date:07/22/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 2 teen period swim bottoms on June 30, 2022. I paid ***** for these. "Orders over ***** were free shipping in 1-2 weeks". I received order confirmation and downloaded the *** (SHOP) provided to track my item.After the 2 weeks of expected shipping time, I started to contact their customer support to inquire about my order. According to the *** (SHOP) they provided, the order was never processed or shipped. I never received a tracking number.I have since tried to contact the customer service email provided on the website 4 times. Each met with an auto-generated response that they will " forward to message to the relevant parties to handle the concern" No one has ever responded back to me!!I also tried the "chat" option on their website and again NO ONE responds!I would like to cancel my order and a refund of ***** Order #****** Please help me resolve this and receive a refund. I have noticed many have similar issues with this company!*********************

  Business Response

  Date: 07/25/2022

  We do apologize for the extreme delays in shipment. 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 Item was shipped and tracking number emailed on July 22 the item is currently out for delivery. Again our sincerest apologies.

   

• Initial Complaint

  Date:07/22/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 07/17/22 for a bathing suit for my daughter. I paid almost $50 extra for 2 day shipping. I was supposed to receive the item by 7/20/22 the latest. This company failed to abide by the contract of the 2 day shipping and now the suit will not make it in time for our vacation. Even though it took them 3 more days to respond they are unapologetic and blamed their shipping provider. Not only have they ruined my daughter's vacation it has placed another financial burden on me as I need to purchase and pay for expedited shipping of a new product. They will refund the full amount of shipping and offered underwear as compensation. They were borderline rude and unorganized

  Business Response

  Date: 07/22/2022

  This customer has been in contact with us every day since her order was shipped. she has been able to call in and speak with a supervisor. The customer items were shipped on time but to no avail ***** has had many shipping delays. The customer was told she can be partially refunded for shipping as her items are being received to her in 4 days in which she should have  received them in 2 business days. We also asked the customer would she like to just cancel the order and be refunded since she is being inconvenienced. She also denied and told us NO and she will wait for the product to come and do not want to cancel the order for the refund. This customer has been helped and its nothing further to be done with this customer order. she will be refunded partial shipping in ***** business day.

   

• Initial Complaint

  Date:07/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 with Rubby Love 6/27/22 I realized it was a duplicate order and reached out right away. I was told my order was canceled and I would receive a refund. Its been a moth and all Ive gotten is a run around. Also, my husband placed an order the day before and we still have not gotten a tracking number or the product. Again, the same run around but no refund or product as promised.

  Business Response

  Date: 07/22/2022

  Hello, ******************** called yesterday and we was able to get his order out and also ********************* order refunded. We do apologize for the inconveience and the delay in the orders some of the items were on back order so we di have to wait for our shipment to come in. We did upgrade the shipping and the order will be to the customer in a few days.

• Initial Complaint

  Date:07/20/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 a swimsuit for $87.09 from Ruby Love on July 1st, 2022. I received an order confirmation, with the order #******, and it said it would arrive within one to two weeks, and they would notify me when it shipped. Since then, NOTHING. I periodically email them, and receive exactly the same reply, which is that they've forwarded my email to the relevant parties, so they can assist me further. I looked up their customer service phone number, and the recording says the mailbox is full. (Probably with complaints from people like me.) I would like to know if the bathing suit is still available, and to please ship it immediately, (rush shipping) or if not, I'd like a refund.

  Business Response

  Date: 07/22/2022

  Hello, the customer Items have been shipped and a tracking number emailed to the customer. We do apologize for the delay. The fulfillment **** is working very fast to get orders out in a timely manner. 

  Customer Answer

  Date: 07/22/2022

  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:

  They have NOT sent me an email with a tracking number. 

   

   

   

   

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

  
  Sincerely,
  
  *********************** ******
  
  
  
  
   
  

  Business Response

  Date: 07/25/2022

  Customer Items have been shipped and out for delivery. 

  Customer Answer

  Date: 07/25/2022

  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:07/18/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Contacted 7/15 due to no information on shipping. Ordered products on 6/30 for a vacation coming up this week and was given 1-2 week window on shipping. Currently the status is order confirmed but has not been shipped. Which means we wont get it on time. Have made 3 attempts to contact via email and chat and have had no response back.

  Business Response

  Date: 07/22/2022

  This customer have been in contact with us and we have shippped out the order and sent the tracking number. The customer order is currently out for delivery. The fulfilment **** had a bit of delays in shipping so we do apologize for the delay. 

• Initial Complaint

  Date:07/17/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 a bathing suit for my daughter on May 6, 2022. On May 9 I received a shipping confirmation email. I reached out on May 31 to see why I had not received my shipment and they said it was never shipped. I was told it was on back order and I could choose a new bathing suit to replace it. I ordered 3 pieces and asked if they could ship the partial order. They agreed. I received the 2 smaller pieces 2 weeks later. I continued to email to ask what my other options were for my remaining product and they stopped replying. I requested a refund and have not received anything. They have stopped responding too emails and chat messages. They should not have charged my card until my order was successfully shipped. I have over 30 emails of me corresponding with them. This has been going on since May 6.

  Business Response

  Date: 07/18/2022

  The customer requested for 2 of the 3 items in the bundle to go out to her and when the one piece come back instock to be shipped out. The items have not come back in and we have asked the customer if she would like a replacement. We will rectify the situation and charge the customer for the 2 swim bottoms and give her the difference back in a gift card.

• Initial Complaint

  Date:07/15/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 over a month ago but never received word that the product had shipped despite my credit card being charged. I contacted customer service this week to cancel the order and was told that one of the items was on backorder. The customer service rep refused to cancel the other items or refund my credit card. I asked to speak with a supervisor, but they would not escalate the issue. They just kept giving me the same phone number to call. When I did call that number, another customer service rep also refused to provide any help in the way of canceling the order.

  Business Response

  Date: 07/18/2022

  Hello, The customer Items were shipped and could not cancel an order that was already in processing. We did inform the customer numerous times that she could not cancel the order but we could cancel the item that was currently out on back order. The customer is set to be refunded in the amount of *****

  Customer Answer

  Date: 07/18/2022

  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:
  

  This response does not solve or address the problem at all. The company refuses to assist or cancel my order. They do not provide an explanation why they cannot do so.  It is unacceptable.

   
  

  Business Response

  Date: 07/22/2022

  Hello, The customer Items were shipped and could not cancel an order that was already in processing. We did inform the customer numerous times that she could not cancel the order but we could cancel the item that was currently out on back order. The customer is set to be refunded in the amount of *****. We tried to refund the customer and noticed she has open a dispute with her credit card. After the dispute is complete we revisist the refund for the out of stock item.

  Customer Answer

  Date: 07/22/2022

  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:

  
  As I have now stated innumerable times. I asked to cancel an order that was not shipped. Ruby Love refused to help me with this request. They refused to let me talk to anyone in a supervisory position and never provided an explanation as to why they could not cancel the order. They only shipped the order once I asked to cancel it. This is an unacceptable response to the problem.

  
  

• Initial Complaint

  Date:07/13/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 3 bathing suits for my granddaughter so she could select the one she liked. We received the three bathing suits and they do not fit well. She was a little desperate to use one of them so she decided to keep one of them and we altered it in the straps and she wore shorts over it to make it work. I went online to return the other two and was told we could only exchange them. This is not stated ANYWHERE while you are ordering and I would never have purchased 3 suits if I knew this upfront. I purchase a lot of items online and have never had anything I could not return. This is apparently a consistent problem with this company and I think it is completely misleading and wrong.

  Business Response

  Date: 07/18/2022

  Hello, Our policies strictly states that we do not accept return of any kind this. This policy is on our website. I have uploaded the policy. The customer is more than welcome to get an exchange or exchange for a store credit That will be good for up to a year.