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:05/08/2024

  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 via Ruby Love's website for a bathing suit on 3/15/24-order # ******. After not receiving the bathing suit I called and spoke to someone in April to have my ordered canceled. The representative said ok that she would cancel the order and it may take up to 7 days to see a refund. I did not receive a refund nor did I ever receive the bathing suit I ordered. I have tried to call back numerous times and no one will answer the phone. I then emailed customer service on 4/23/24 again asking for either a refund or for the product to be shipped. The only response I received was that my request has been submitted. As of today, 5/8/24 I have still not been refunded. I submitted a dispute via my credit card and they have credited my account the money but the refund should have come from Ruby Love not my credit card.

  Business Response

  Date: 05/22/2024

  Hi there,

  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

• Initial Complaint

  Date:05/07/2024

  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 bathing suit from Rubylove on January 24, 2024. I paid for expedited shipping as I needed it for an upcoming trip. The total cost including the bathing suit and shipping was $216.97. My order stated that it would arrive within 9-13 business days. After it did not arrive by the timeline given, I contacted the company and their customer experience team replied that they had had more orders than expected and would send me the product as soon as they had more in. I tried to clarify a timeline for this but was given vague answers each time, stating that my concerns were being escalated to their team. After continuing to get vague responses each time I reached out, I realized the product would clearly not arrive in time for when I needed it, if it were to ever arrive. February 29 I sent another email to the customer service team asking them to cancel my order as it was way past the timeline I had paid for with expedited shipping and I no longer needed the item as it would arrive too late. At this point I also asked for a refund as I had not even received the product. Again, I got vague responses and I never heard from the team that was supposed to contact me to resolve the issue. March ***************************************************************************************************************** queue. Not once was I given clear information with any kind of timelines. I even tried calling the company but was never able to get through to reach anyone. The only response I got was through email. It is now been 3.5 months since I ordered the product and I have no product and no refund and have heard nothing from the company since my last email at the end of March. I would really like a refund for this product I never received.

  Customer Answer

  Date: 06/01/2024

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

• Initial Complaint

  Date:05/06/2024

  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 December 29, 2023, I ordered a Period Swimwear Racerback bathing suit online from Ruby Love (Order No. ******). Upon placing the order, my credit card was charged $67.20. The shipping method on the order indicates, ******* ******** Shipping (1-2 weeks)." On January 29, 2024, I emailed Ruby Love at ********************************** and explained that I had not yet received the bathing suit I ordered a month earlier. A reply email indicated the company had "higher volume of orders than anticipated during this season, which has caused a longer-than-normal processing time for your order." On February 27, 2024, I again emailed ********************************** requesting an updated on the order, and if was going to take much longer what I needed to do to cancel the order. A reply email stated, "We are still waiting for our warehouse to receive the product to fulfill your back order." No information was provided on how to cancel the order. On April 9, 2024, I emailed ********************************** and asked for an update on the order, as well as when I would be provided the option of selecting a replacement bathing suit. A reply email said, "We are still waiting for items to restock. I've escalated your case to see what other options we have. We'll be in touch at the earliest opportunity." On April 29, 2024, I emailed ********************************** and requested that my email be forwarded to a supervisor. I asked that the company either send the suit I ordered, send a replacement suit, or refund my money. A response email, from the person who sent all prior responses (********), said, "I've escalated this to our team to look further into this. We will be in touch as quickly as possible with an update." It has been more than 4 months since I ordered and paid for this swim suit. I just want my money refunded, and to be done with this company.

  Customer Answer

  Date: 05/31/2024

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

• Initial Complaint

  Date:05/02/2024

  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.

  Let me start by stating that I have ordered from Ruby Love on several occasions. In December 2023, I ordered two items that, as of today, I have never received. I have been in numerous email conversations with a Customer Experience Team member and was told that my order had been escalated. I get the same runaround with each email and they never provide a shipping date despite me getting numerous emails from the company about a sale they are currently having. In my last email, I asked them to be transparent and tell me why they are delayed in getting my order to me...no response, yet. It's disappointing to see how many complaints have been filed in recent months. I will be contacting my credit card company for assistance in getting my purchase amount back.

  Customer Answer

  Date: 05/08/2024

  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.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:04/30/2024

  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.

  Purchased a bathing suit from this business. Paid for expedited shipping. Five days went by and I never received an email. Reached out and they told me the suit was back ordered and did not know when it would be back in stock. Expedited shipping was refunded. I have been going back and forth with this company since 2/12/2024. I purchased the suit online on 2/6/2024. They tried offering my an alternative suit, but we already have it. I requested a refund and they keep responding that it has been escalated. I still have not received a refund. They are clearly not going to refund my money. I also tried calling and receive a voicemail to call back later.

• Initial Complaint

  Date:04/23/2024

  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.

  Placed an order 11/19/23 for 2bathing suits , order # ******, and was immediately charged $197.99. The estimated delivery said 1-2 weeks. I kept following up starting 11/30/23, 12/8, 12/13, 1/3/24, 2/7/24, 2/15/24, and on. Each time if I get a response it says the product was back ordered and getting escalated. This product in the sizes ordered are still offered each time I check in the website with no indication of delay. I have also tried to call weekly, leave voicemails bc it always says leave a message that they are currently not available and no one returns the call. I have requested refund at this point because it is clear they have no intention of providing the product. I have a lot of emails and ******** messenger messages with no return. I have tons of emails but I cant upload them all. If you could help me get my refund I would be grateful. Thank you.

  Customer Answer

  Date: 05/19/2024

  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:04/17/2024

  Type:Product 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 order in December of 2023 for $97.94 ORDER #****** and was provided an ETA of 1-2 weeks. The items were never shipped. After SEVERAL emails with customer service telling me that they will escalate the matter, nothing was resolved. I then started asking for a refund and after another several emails of them stating that the matter was transferred to a separate team that handles refund requests, I have yet to receive a refund. It's now been over 4 months with no resolution. I just want a refund period.

  Customer Answer

  Date: 04/27/2024

  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.
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  Date:04/11/2024

  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 swimsuit for my daughter with an extra 25 dollars for expedited shipping (website indicating 3-4 days) so as to have the product in hand prior to a trip. When the swimsuit did not arrive within the allocated time period I contacted the company and was told that the 3-4 day shipping time is in addition to an up to 5 day warehouse processing time but that they were on it and someone would contact me shortly. Okay. Misleading for sure but okay. I responded that this was misleading and that I was disappointed. I was assured that the "matter had been escalated" and I would receive a response. 13 days later (went on trip nothing delivered no contact from company) I emailed customer service again that it had now been 20 days since I had ordered my product and that I had received nothing and had no emails regarding the issue despite my attempts. I asked for a refund in full and for my order to be canceled as it was not listed as "shipped" in tracking. I received an apology but no refund and no product. It has since been moved to "shipped" in status despite my request for cancelation. This amounts to theft.

• Initial Complaint

  Date:04/08/2024

  Type:Product 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.

  Purchased two pair of swim bottoms from Ruby Love on 3/10/24 (Order #******). I received the order on 3/16/24. The swim bottoms received did not meet the sizing specifications listed on their website (not even close, they would have barely fit my teen daughter). I reached out to Ruby Love via email and was told I could return them, but they could only offer store credit due to the nature of the items being purchased (for sanitary purposes). Though the items were never worn, I resolved to accept store credit, although the reason for return was due to an error on their part. I returned the items via **** (tracking # **********************) and received confirmation from Ruby Love that they received my return on 3/19/24. Their policy states that they will issue a refund in 3-5 days of receipt of the returned package. It is now 4/8/24 and I still have not received store credit. I have e-mailed customer service repeatedly, with the same response every single time from "********" in customer service stating that they have "escalated the case for review". There has been no store credit issued, though they have had my return for 3 weeks. Additionally, I have tried calling their customer service number but am only offered voicemail and told to e-mail for quicker service.

  Customer Answer

  Date: 05/03/2024

  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:01/18/2024

  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 placed an order in Sept of 2023 for approximately $70 and was provided an ETA of 1-2 weeks. After SEVERAL attempts I reached someone in customer service who insisted my order was being shipped later that week. Its now been over 4 months with no resolution. Ruby Love cannot provide shipping info and is non retro my requests for a refund (they charged my card just days after the order was placed)