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:09/02/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  On 9/13/23 I placed an order for 2 kits which I never received. I contacted the company by email on 12/16/23, 2/28/24, 3/24/24, 3/25/24,5/7/24, and 7/18/24. Each time it was stated that they were sorry and would escalate the situation and resolve the matter. To date, 9/2/24, I have not received a resolution by either receiving the products or a refund as requested.

• Initial Complaint

  Date:08/21/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 sent my daughter for summer with her dad in ********** so on May 20 I ordered a $109.99 bathing suit to his house. We live in ********. After 3 weeks I wrote an email to see what had happened since no item arrived neither a shipping email and said it was out of stock so I asked if changing the color to one available would work and they said no. In Aug 8th , after 19 emails , I was told my order was shipped even though I had ask for a cancellation and refund multiple times on those 3 months. My ex husband moved out of state and nobody knows who lives now at that delivery address . They asked me to call the **** to redirect it when I didnt even needed the item anymore! so on Aug 15th I was told my request for a refund had been denied by the escalation team and that is my problem now to get a hold of the package. This has been the worst experience ever, now I dont have my money back and they want to blame me for shipping the item 3 months later and not receiving it when nobody lives there anymore. I have asked to re-escalate the matter its now been 4months since my original purchase date. So unprofessional to do this to customers by shipping everything late to have proof of delivery and avoid refunding. That was child support money that I could really use now that she is back to school.

  Customer Answer

  Date: 09/15/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by RubyLove regarding complaint ID ********.
  
  Sincerely,
  
  ***********************
  

• Initial Complaint

  Date:08/20/2024

  Type:Delivery 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 placed an online order on June 16, 2024 for the product (order # #******). The cost, including shipping, was $26.94. The product arrived July 2, 2024 but the sizing was incorrect. The website said sizing for the product was based on adult sizes, but I received teen sizes. I emailed customer service and they advised me to exchange the product for larger sizes. I returned the product for exchange July 6, 2024, requesting the same items in larger sizes. I paid $7.95 to send in the exchange. On July 11, 2024, I received an email confirmation that the product I wanted to exchange had been received. It said it would take 2-5 days to process. There was no tracking number provided. On August 14, 2024, I forwarded that email to customer service, asking for an update on the exchange status. ******** from customer service replied requesting the tracking number and said she'd send a gift card. I reiterated that there was no tracking number and that I wanted to exchange the product. She said she would escalate the request. I heard nothing further. I wrote again requesting an update on August 16, 2024 and ******** said she would re-escalate. It is August 20 and I've not received any proactive communication from RubyLove. I think I've been scammed.

  Customer Answer

  Date: 09/14/2024

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding RubyLove has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

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

• Initial Complaint

  Date:08/18/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 for a Period Swimwear Bundle on 6/19/24. A month later, on 7/18/24, I received an email telling me these items were ready to ship. Due to the month delay, I no longer needed the items and told the company not to send them. My request to stop shipment was denied and the items were shipped. When they arrived on 7/22/24, I attempted to process a refund, but my only options were store credit or exchange. Neither resolution was helpful. The company could have easily stopped shipment on 7/18/24 and sold the unused items to another customer. After email communication, I was told by customer service "I have escalated this to the team that handles exchanges/refunds. Please return the item with this Exchange Form and note you would like a refund to the original payment plan." "As soon as your item is returned we will process it." A plain reading of these words would lead anyone to believe the refund had been approved. On 8/7/24 I was contacted by a woman named *** from the escalation team. She told me the refund would not be issued and verbally berated me. It was the most unprofessional and aggressive phone call I have ever had with a company representative. I attempted to pursue the company's email escalation process again on 8/7/24, but as on 8/18/24 I have still not received a response. The only way to resolve this matter is by refunding my purchase price. If the items had not been severely delayed (or if the order had been cancelled when I requested that due to the delay) none of this would be an issue. There are other companies that sell period swimwear under compliance with the same health and safety rules that do not allow return of the items. Those companies (for example, Knix) refund the customer's money and ask the customer to donate the items. That is good customer service. I hope this matter will be resolved via a refund and the company will address the way their employee spoke to me.

  Customer Answer

  Date: 09/12/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by RubyLove regarding complaint ID ********.
  
  
  

• Initial Complaint

  Date:08/16/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 period bathing suit for my autistic daughter on July 3, so that she could have it before a trip at the end of July. Order #******, amount $90.45.I emailed on 7/22 asking what the status of the order was, since I hadnt received it. I was told the item was out of stock and would be shipped when it was in stock. No answer as to when that would be. Several emails later and now it is August 16. I asked to either ship the item or for my money back immediately. They replied and said they do not offer refunds. They STILL have not replied further or shipped the item. I would like my money back and to be removed from their email list, which they also have not done. MADDENING. Especially since they serve a much needed purpose-period friendly swimwear, for my autistic child. Thanks.

• Initial Complaint

  Date:08/14/2024

  Type:Delivery 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.

  Ordered a bathing suit on July 21st. NO mention of back orders. Each email I have received says something different. I have included one full email where it states they don't offer refunds. I called the number listed on their page ************ and was told this was being sent to the accounting department for a refund. Considering the back and forth BS, I am not confident this will be the case. Three weeks holding my money is ridiculous.

  Customer Answer

  Date: 09/08/2024

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding RubyLove has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

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

• Initial Complaint

  Date:08/08/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 a swimsuit for my daughter back in May! It stated it would take 1-2 weeks to receive. After not receiving the merchandise in a timely manner, I sent an email to customer service. They told me it would take 1-2 weeks. I again sent an email much later after the stated delivery time and requested a refund as it wasnt going to come for the month of June that it was needed. The email notified me that it was escalated. I sent another one at the end of June and received a response that it was in the cue! After looking at some social media comments, I noticed that this is not unusual practice for them. I believe that they should not be able to run a business if they continue to rip people off and give them the run around. Im just looking for my money back since I never received the product. On my account on their website, it shows completed whatever that means!

• Initial Complaint

  Date:08/06/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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 on January 21, 2024. On February 6th, I was advised that the item was on backorder and I could accept a substitute. I initially declined the substitute, opting to wait for the backordered suit to come in. I contacted the company via email in February and March, told each time the the company did not have an ETA for the delivery. On April 22, I contacted the company via email (because Voicemail is not correctly set up and I was never able to get ahold of someone via customer service phone number). Via email, I requested that the substitute swimsuit be shipped to me, since I had already paid $67.94 for the suit and it had already been several months of waiting. I was told that the substitute suit would be shipped out shortly. I have contacted the company approximately 7 times since April. I have yet to receive any suit or resolution. Beginning in June, I began requesting a refund. **************** simply repeatedly apologizes for the inconvenience, says that it is not their typical customer service and agrees to send it up the chain. To date, there has been no refund and no delivery of the ordered item, though it has been 8 months since the order was placed and paid for.

• Initial Complaint

  Date:08/05/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Date of Transaction: December 29, 2023.ORDER #****** I spent $98.89 which is shown in the attachment. The business had committed itself to providing their product of attire to where during your menstrual cycle which is shown in another attachment. The nature of the dispute is not receiving am order I have paid for.******** from the customer experience team twice said she would escalate my complaint but i have not heard anything back. Their Instagram page where they continue to promote advertisements as a legit business is: shoprubylove

• Initial Complaint

  Date:07/26/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 swimming suit in March 2024. I was provided with information that it would arrive soon, I believe 7-10 days. When that time came and went I contacted the business. They then told me the item was on backorder and asked if I wanted something else. I told them they shouldn't have sold something that was on back order and that I wanted a refund. Since that time I have been contacting them by email asking for a refund and they have yet to refund my money. I have now disputed the charge with my credit card and instead of then giving my money back they responded to my credit card company with an inactive tracking number. They have never shipped my swimming suit nor refunded my money. I will never buy another product from this company. I just want my money back and they still wont give it to me. In previous responses they say be patient. It doesn't make sense. It takes minutes to refund someone for something they never received. This was paid for through ******* I have been in contact with RubyLove about all disputes. They also bill under the name Panty Prop.

  Customer Answer

  Date: 08/20/2024

  At this time, I have been contacted directly by RubyLove regarding complaint ID ********, however my complaint has NOT been resolved because

  This is what they emailed me on July 26th:

   Hi ****, 

  Thank you for reaching out! We are so sorry to hear this.
  Ive escalated this to our team to look further into this. We will be in touch as quickly as possible.
  Regards,
  ********
  Ruby Love Customer Experience Team
  Have the Time of Your Month! 

  I have heard nothing from them since that time.  My credit card has again credited me for this purchase, but I dont know if the company has responded to them again regarding the transaction. 

   

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