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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:06/18/2024

    Type:Product 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 a bathing suit from Ruby Love and was charged $99 on 1/2/24. I never received the suit. I had several email communications with customer service and the issue has still not been resolved. I requested a refund on 5/15/24 since I still have not received the suit. I was told that they would submit the request for refund but I have not received anything yet. I am unable to contact them via phone because they have a "full mailbox." Is there a way to resolve this issue?My Rubylove order # is ****** and the order is in my daughter's name - *************************. The last 4 digits of the credit card charged were MC 3026.Thank you for your help.

    Customer Answer

    Date: 07/14/2024

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

    I requested a refund from them.  I told them that we no longer needed the item because after 4 months of no response we ordered the item from another company.  Instead, they sent the item.  

     

     

     

     

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

    Sincerely,

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

    Customer Answer

    Date: 07/30/2024

    Better Business Bureau:

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

    Sincerely,

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

  • Initial Complaint

    Date:06/07/2024

    Type:Service or Repair 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 ordered a bathing suit for my grand-daughter for Easter from this company. When it didn't ship within ten days I did an inquiry. I received a phone call stating the suit was not in stock (even though it showed on my account as fulfilled and I had been charged for it), and would I like ssubstitute or refund. I asked for the refund because the alternate suit, my granddaughter already had. I never received the refund (just short of 3 months now). The company is not reachable by phone, so I have sent numerous emails (which I have attached the entire thread) asking for the suit or a refund. I have gotten a response each time, "Thank you for your message, I apologize for the delay with your refund request. Your request is in queue for our team to review. We will reach out with an update when there is one available.Thank you for your continued patience and support.Regards,******** Ruby Love Customer Experience

    Customer Answer

    Date: 06/21/2024

    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 and the matter has been resolved, however, they did not provide the $7 shipping fee that they charged, even though there was never a product shipped.  But, I am happy after over 3 months to receive the $70.

    Sincerely,

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



     

  • Initial Complaint

    Date:06/07/2024

    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.
    Complaint against. Ruby Love, *********************************************** Order Placed: 4/30/24 Order No.: ****** Return back in hands of Ruby Love: 5/20/24 (tracking no. **** **** **** **** **** **** **)The swimsuit was too small. I contacted Ruby Love promptly and followed their guidelines for exchange. Today is 6/7/24 and I still have not received the replacement suit. Their online policy for exchanges is to "Allow for 3-5 days from the receipt of your returned item for Ruby Love to process your exchange." I have emailed the company over 10 times and get the same canned response. Their customer service phone number does not allow me to speak to anyone or leave a message.

    Customer Answer

    Date: 07/02/2024

    Better Business Bureau:

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

    Sincerely,

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

  • Initial Complaint

    Date:06/05/2024

    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.
    Order number ******. Placed on November 23, 2023. Order total is $152.00. I have contacted the company at least 30 times for failure to fulfill order. I have demanded a refund to no avail. No one answers their phone there. I have email after email where they say they are escalating the order which they never do because I still dont have my refund. My name is ***********************, ********************************************************************. **************. Company is a TOTAL SHAM. I have attached just one of our email exchanges. I have many more like this if you want more.

    Customer Answer

    Date: 06/30/2024

    Better Business Bureau:

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

    Sincerely,

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

  • Initial Complaint

    Date:05/29/2024

    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 was charged $99 to my **** card on March 18. When I still had not received my order On May 15, I double checked my email and found nothing. I then reached out via ******** and they gave me a support email address. They started messaging, stating they had reached out because the item I had back was back ordered. I searched my email, and I found no such contact, but i do agree that it may have gotten in the spam folder or been accidentally deleted. so I stated I would like a refund or my order. They offered a replacement, I gave my preference for a replacement and the email was not responded to. After my email, continue to be ignored, I reached out via ******** messenger again on May 22. Someone got in contact with me again via email I once again told them my preference for a replacement and they said they would be in contact soon with tracking information . This was on May 23. Once again they are not responding to my emails, and I have received no tracking information, Nor have I received a refund.I probably should have requested help sooner, but I did order from this company about a year ago and received my order promptly, and my daughter liked the product, so I was hopeful for them to resolve this. This seems unlikely at this point.

  • Initial Complaint

    Date:05/29/2024

    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.
    On December 30, 2023, I placed an order with Ruby Love for several pairs of period underwear and related products (Order #******). My credit card was charged $109.48 for this order the following day, on December 31, 2023. The order was estimated to arrive at my house in 1-2 weeks (January 6-13, 2024), but as of today, May 29, 2024, I have not received it. Over the following 4 months, I sent multiple customer service requests asking for an update on the order status. I received only vague replies, such as "we're working on it", and I never received a timeline for when I could expect my order despite multiple requests for one.On April 22, 2024, I requested a refund for this order, and over a month later, as of May 29, 2024, I have not yet received the refund, or even a timeline as to when I can expect to receive the refund. I have inquired three times about the status of my refund and again received only vague replies that did not commit to a specific timeline.

    Customer Answer

    Date: 06/25/2024

    Better Business Bureau:

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

    Sincerely,

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

  • Initial Complaint

    Date:05/28/2024

    Type:Product 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.
    In October of last year I ordered a swim suit for my daughter from ************. It was specifically for the competitive swim season that ran from November 2023 - February 2024. After ordering the suit I was informed it was on back order. Every week or two I would check on my order, it was always back ordered. The swim season is now over, I still have not received the suit and have requested a refund from them multiple times. Each time I am told they are escalating my request and then I get no further contact. All I want at this point is a refund of my $62.95. Order # ******

  • Initial Complaint

    Date:05/26/2024

    Type:Product 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.
    Regarding order #****** placed on 5/17/24, I sent the following message to the company on 5/24/24:I ordered your largest swim bottoms size, 3X, and according to the sizing chart it should have worked for me. However, much to my disappointment, I couldn't even get them up past my knees. I know your policy says no returns only store credit, but I only wanted swim bottoms which you don't have in the correct size. I have no desire or need for period underwear which is the only thing you have in a bigger size. Due to external vaginal and skin issues I would not be able to use the period underwear and should not, per my GYN. I only wanted the swim bottoms for an upcoming vacation one time use. I would greatly appreciate if there were any way you could give me a refund instead of credit when the return item is received.I have shipped the return to the company on 5/25/24. I received the following response from the company on 5/26/24:Thank you for providing your tracking details! Unfortunately, we do not offer refunds, only store credit. Once we receive your return, your gift card will be sent via email. Let us know if you have any questions!I feel like this is unfair and is bad business since the product I wanted is not available in a bigger size. The only other product I could try is one which I have no use for and shouldnt use per my doctor.

    Customer Answer

    Date: 06/20/2024

    Better Business Bureau:

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

    Sincerely,

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

  • Initial Complaint

    Date:05/14/2024

    Type:Product 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 just want them to stop emailing me. They sell period *******. Im a man. I never signed up for anything. Ive sent emails to remove me. *** tried to call but no one is there. I just want it to stop.

  • Initial Complaint

    Date:05/12/2024

    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 placed an order in February and when received one item was missing without any explanation. My order showed as fulfilled. When I inquired about the missing item I was told it was on backorder. I allowed approximately another 4 weeks and still no item or update. I asked again and they stated it was still on backorder and no further info. At that time I requested a refund of the undelivered item. That was now almost 2 months ago that I requested my refund. I keep getting told it was escalated to their processing team and still have not received anything

    Customer Answer

    Date: 06/06/2024

    Better Business Bureau:

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

    Sincerely,

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

RubyLove is NOT a BBB Accredited Business.

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