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:08/18/2023

  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 purchased a one-piece garmet on July 15, 2023 and the package was received on July 22, 2023. It was a bikini and not the one piece I ordered. I informed Ruby Love of the mistake and was told, they would send out a return label and my correct order. Today is August 18, 2023 and I keep being told it is being sent, but have never gotten a new tracking number or the correct suit. They took my money and will not give me the item I purchased.

• Initial Complaint

  Date:06/21/2023

  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.

  Ordered a swimsuit bottom for my daughter on 6/2/2023 received the item on 6/7/2023. First the sizing is completely off and secondly the bottoms aren't useable. There is a massive hold in the bottoms so if she were to go into the ocean it would gather so much sand aside from being completely uncomfortable. I emailed the company on 6/9 to ask what my options are and I've yet to hear back from anyone. I've emailed multiple times with days in between to give ample time for them to respond and still nothing. They essentially stole $50 dollars from me. At this point I want a full refund but can't even ask for one since no on is responding. There is basically no customer service. I wish I had read reviews on the company before ordering. Buyer BEWARE! I will never ever do business with this company again.

  Customer Answer

  Date: 07/16/2023

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

• Initial Complaint

  Date:06/02/2023

  Type:Sales and Advertising 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 bathing suit from Ruby Love and paid $112.34 on 4/30. I received an order confirmation but never received a tracking email. I emailed their support email on 5/18, 5/25 and 5/28. Each email generated an auto response that someone would get back to me. On 6/1 I went on their ******** page and noticed several people with the same complaints so I sent a message through their page and still have not heard anything.

  Customer Answer

  Date: 06/05/2023

  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:05/31/2023

  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 placed an order on 4/27/2023 and I still have not gotten anything, not even shipping details. I have written 4 emails to the customer service department (4/24, 4/27, 5/8, and 5/26). Only the first email was replied to and I was told the package was shipping the next day. Nothing happened, no shipping info was updated in Route or by email. I called on 5/16 and spoke to someone who told me, again, the package will be shipped tomorrow. Nothing happened again. I called all the numbers on the website on 5/26 and they only lead to voicemail. I have started talks with my bank to see if I can get any money back since the company has gone dark.

  Customer Answer

  Date: 06/29/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by RubyLove regarding complaint ID ********. However, I have received items from the company that I canceled. Items were received 6/23/23. After filing my complaint here I had my bank issue a charge back. No one has contacted me from the company to discuss the complaint and I am unsure why I have received items. 
  
  Sincerely,
  
  *************************
  

• Initial Complaint

  Date:04/17/2023

  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 placed an order through the online site for a swimsuit for my daughter that was needed by Saturday 4/15/2023. I paid $75 for overnight shipping to have the swimsuit delivered by noon 4/14/2023. The swimsuit did not arrive so I called Ruby Love and spoke with a rep who said there was an issue with fulfillment and she would attempt to have the swimsuit sent on Friday to be delivered by Saturday at noon. The swimsuit was needed for a special event on Saturday 4/15/2023. The rep said she would call me back to let me know for certain whether or not the swimsuit would arrive in time for the event. She never called me back and the swimsuit never arrived. I emailed and called Ruby Love multiple times on 4/14/2023 to find out what was happening with the order. When the swimsuit did not arrive I emailed them again to tell them I do not want the swimsuit at this point and asked them to refund my money since the swimsuit is not needed at this point. I received an email saying they would give me a $75 credit for the overnight shipping charge. I have not received the swimsuit and contacted *** to tell them not to bring the swimsuit. They are returning it to Ruby Love. I want my money back. The swimsuit has not been touched by me, has not been outside of the state of **, and *** is bringing it back to your warehouse. I do not plan on shopping with your company in the future.

• Initial Complaint

  Date:03/20/2023

  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 for bathing suit bottoms for my daughter on March 2. On March 16, I contacted the company as I had not seen any update on shipping or anything regarding my order in that two weeks. The company said the shipping company lost the item, but the shipping company said Ruby Love never sent the order to them. I called the company and was supposedly shipped a replacement about 5 days ago, but again have not seen any updates on this order. I called to follow up and was told that it is in the shipping process again. I asked to just cancel the order at this point and have it refunded, which they said they could not do. I have already been charged on my credit card for an item that has not arrived, nor does it seem that it will. I am very upset and would simply like a refund. Very disappointed in this company and warn everyone to simply go elsewhere.

  Business Response

  Date: 04/04/2023

  Hello Thanks for reaching out to us , It shows that customer made an order on March 2nd. She contacted us and we were having carrier issues but we still reshipped the package. As per tracking it shows delivered on March 24th . Here is tracking number ****************** for the new package we sent out . 

  Customer Answer

  Date: 04/04/2023

  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 asked for a refund instead of for a new item to be shipped, but was told it was not possible.  Very poor business practice to not refund something that was not shipped, and instead force a new, delayed shipment onto a customer.  I needed the item by a certain date and that date passed long before the second shipment was made.  Yes, the item eventually made it - 2 weeks beyond the original expected date.

   

   

   

   

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

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

• Initial Complaint

  Date:03/13/2023

  Type:Order 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.

  On January 10th, I ordered the 7 pc teen period underwear package in Youth Large for my daughter. When they arrived, I opened one pair of underwear and noticed they looked huge. At the same time, my daughter came home and said she learned in health class that Ruby Love's underwear contain harmful chemicals. Due to the huge sizing and my daughter's newly learned information, I contacted customer service for a refund. They quickly responded and explained that there is false information being circulated, and due to hygienic reasons, they only do exchanges. I was satisfied with this response and decided to exchange the underwear. As I started the exchange process online and looking at the shipment, I noticed that the company sent me 6 Adult Large and 1 Adult XL pairs of underwear. I contacted them and explained their error. They responded that they no longer sell youth large. In one email they said they sent me the large and XL because they no longer have youth in stock; in another email they tried saying I ordered the wrong size; and then in another email they said youth large and adult large are the same size - on what planet? Obviously, youth large and adult large/XL are COMPLETELY DIFFERENT sizes and not what I ordered. I requested a refund because this was their error, dishonesty, and if there are no more youth sizes, then there is nothing I can exchange that will fit my daughter. If they contacted me at the time of purchase and said they no longer had the youth sizes, I would have requested a refund and stop of shipment at that moment. Who gave them the right to decide what sizes to send me instead? We continue to email back and forth and they insist on their company policy of exchange only. I understand their company policy, but again this was their false advertising, error, and poor and dishonest customer service. I am happy to send the underwear back to them, as long as a I get a refund and free return shipping label. Thank you.

  Business Response

  Date: 03/13/2023

  hello. Thanks for reaching out to us. First i want to say that we apologize that your experience has not been optimal. I would like to add that  Ruby Loves period apparel has never contained any plastics, polyurethane laminates (PUL), PFAs, nano-*******, or other harmful materials. Ruby Love products have been tested several times, most recently in 2020 and, by an independent third party. Also Would like to note that Ruby love does have a no return for refund policy. that is stated on our website as well. we offer exchanges and store credits only. We have informed customer that 
  ****************** garments may or may not include the reference to the letter "Y" for sizing.  We understand that you may have selected a size on our site that uses "Y" in its sizing.  Ruby Love sends the garment that matches the size you requested in your order. As for the XL that was sent in error and she is entitled to be sent a large underwear for the ONE that was sent incorrect sizing. However she was sent correct size and if they are too big we informed her that she can just do an exchange to get a smaller size . We also offered to help customer with sizing suggestion so that she can receive a fitting size but customer did not provide information to assist with that. Again we apologize that your experience has not been optimal but we are willing to help in The ways that we can within our policy 
  

  Customer Answer

  Date: 03/13/2023

  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:

  If youth sizes were offered on your website and my payment was accepted for a YOUTH size, then I expect to be sent a youth size. How is this still a discussion?  You either falsely advertised having youth sizes, or were out of stock and accepted my payment anyway and sent me the wrong size intentionally, knowing that is not what I ordered.  I understand you said you wanted to help me find the right size, but my daughter wears Youth and if you no longer sell youth, as you keep stating, then you do not have a size that will fit her. The size you sent looks like it would barely fit me and I am a 40-year-old adult. See my receipt and order confirmation. You did not send me what I ordered. I ordered youth and you sent me adult. I demand my money back for your dishonesty and/or error. 

   

   

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

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

  Business Response

  Date: 03/14/2023

  The way to resolve this is get you a smaller size that will fit your daughter. The * was just apart of the labeling which i also explained . Teen large is made the same as adult large , we just split them up into categories. and put * for youth in the labeling. If i sent you a *outh large it would fit the same as the ones you have now. To clear any confusion so we did not send you the wrong size in an error . They are all the same size just different labeling and thats why we are working to remove them form the labels to not categorize them.Size wise if they are too big that is just not the size that your daughter wears according to Ruby Love sizing. If *ou can provide us her height and weight we can suggest sizing and get her out some underwear that fits her. Or you can exchange for a store credit that will last up to one year. Unfortunately we do NOT return for refund as stated in our POLIC* . 

  Customer Answer

  Date: 03/14/2023

  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:

  How can you sell something that is the same exact size using two different labels?  A consumer who orders youth expects youth, just as a consumer who orders adult expects adult. EVER* OTHER ONLINE STORE ON THE PLANET LABELS SIZES DIFFERENTL* WHEN THE* ARE INDEED DIFFERENT SIZES. If I go to any other online store at this moment and order a youth large and a teen/adult large, I will receive two completely different sizes.  If the youth large and adult large are the same exact size, and you are now removing the * from the label, you are admitting it is misleading. When I ordered youth, I expected youth. If you do not have youth sizes then I never wouldve ordered from you in the first place.  I was misled. *ou are dishonest.  I demand my money back.

   

   

   

   

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

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

• Initial Complaint

  Date:03/07/2023

  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.

  February 26, 2023 I paid $170.09 for two specialty swimsuits for young girls who are on their period. Upon receiving the two swimsuits clearly in two different packages, as if one was possibly returned. One had some weird dirty spots in the crotch area. Both did not meet my expectations. One looked as if it was dirty and had been returned and there were multiple threads sticking out all over. The quality did not meet my expectation. I reached out to the company asking for a refund. They do not offer refunds they will do, an exchange or a store credit. Im not happy with the quality and I believe them to be scammers. I prefer not to order from this company due to sanitary purposes. They tell me that they do not accept returns, but how else did they get dirty? Apparently they do offer returns for in-store credit. So they do take returns. I believe I received a used swimsuit. I have pictures of the swimsuits if I need to send them to you for proof.

  Business Response

  Date: 03/09/2023

  Hello ****. We apologize that your experience with the swimsuit has not been optimal. We understand your frustration and hope to help solve this issue. We will send you a replacement out asap. We do not restock, reshelf, or reuse products that are sent in due to the hygienic nature of the product. In the event that you did receive a unpleasant suit , we will mail out to a replacement being that those are the steps we take to fix this issue . We do not return for refund as stated in our policy so this is the solution we have to get you out new swimsuits. You will receive an email notification once item ships. 

  Customer Answer

  Date: 03/09/2023

  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]

   

  I would like to return the product for a full refund. The quality of the product is not up to my standards.

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

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

  Business Response

  Date: 03/10/2023

  Hello ** ***** Unfortunately we have to abide by company policy as these items are final sale. we do NOT return for refund but do not want your money to go to waste so we can send out a replacement that does not have these manufacturer issues . The solution would be to get you the swim suit that is up to your standards . if you wish not to receive the product at this time , we can issue a store credit in the amount. Store credit last up to one year . Please let us know which one of these will work for you. 

• Initial Complaint

  Date:11/07/2022

  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.

  Purchased period underwear from this company on October 13, 2022. Received the product, and followed the wash and use instructions. The product doesnt perform as stated. The company claims to have No leaks. No stains. No mess, and to have a leak-free guarantee. (All mentioned on their website) However, they are NOT leak, stain, or mess free. Furthermore, the company does NOT adhere to their own leak-free guarantee. After reading what they say is their exchange and return policy, there is absolutely no information on returns, so I reached out to their customer service. I explained the issues I had and inquired about how to get a refund. **************** responded by emailing me their policy, which I had already read, so I requested an answer to my actual questions. They replied with an explanation of why my order didnt qualify for an exchange and that, even though the product didnt perform as advertised and leaked, stained, and made a huge mess, since I could put them on my body, they were not defective. I would like to have my money refunded as per their leak-proof guarantee.

  Business Response

  Date: 11/08/2022

  Thanks for reaching out to us Via BBB. We are sorry that your experience has not been optimal. Unfortunately we have a no return for refund policy due to the hygienic nature of the products for the safety of our customers and workers. Our products are known to be be leak free. HOWEVER There is no where we guarantee a REFUND if by any chance  a leak happens. Very often, leaks are a result of a sizing issue -- usually when the item does not fit securely. Ruby Love apparel should  fit snugly in order to work effectively . Our products have a proprietary woven blend of absorbent cotton, and they can hold. the equivalent of 2.5-3 tampons depending on your flow and maintenance.  Keep in mind, that flow varies for everyone. We also recommend that you use our double sided pads for additional protection on heavier flows days.  Our reusable pads absorb up to 6 tampons worth of additional flow and fits perfectly in our gusset. We can provide you with a Gift Card that will allow you to try any style fit or color of your choice as we are confident you will find a product that works well for you. 

  Customer Answer

  Date: 11/09/2022

  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]

   

  As provided in the documentation in my original complaint, the company clearly advertises their products to be leak free, stain free, and mess free, as well as promising a leak-free guarantee. Additionally, as previously stated, I followed the use guidelines which are outlined in their response exactly: the product fit well and snugly AND was used with their double-sided liner, which was installed as per the companys instructions. The flow in question was far less than their stated capacity limitations, yet still leaked completely through their product, on multiple occasions, suggesting a consistent problem. The only conclusion that can logically be drawn from this experience is that their product does not perform as advertised. As per their own web listing, also included in the original complaint documentation, they do guarantee leak-free products, and therefore should provide a refund for the defective products. I have not asked for Ruby Love to allow for product return, as their hygiene policy is clearly stated (as well as it being common sense). I did, however, request they adhere to their published leak-free guarantee and refund my purchase. Had I not read said guarantee prior to my purchase, I would never have purchased from this company due to suspicion of unprofessional business practices and their knowledge of selling faulty products. 

   

   

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

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

  Business Response

  Date: 11/10/2022

  Unfortunately we have to abide by our policies and Once product leaves the warehouse . Due to the hygienic nature of the product we can not restock or reshelf products. As a result of that we DO NOT return for refund. We do NOT have a money back guarantee . Again we are sorry that your experience has not been optimal. If you would like the gift card in the amount of Purchased item we can Honor that . 

  Customer Answer

  Date: 11/10/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the resolution to offer a gift card for the full amount of my purchasewhile disappointing considering the evidence presented that the company has a leak-free guarantee published on their websiteis satisfactory to me. The matter can be resolved once said gift card is physically in my possession.  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:11/07/2022

  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.

  On August 25th 2022, i purchase a bathing suit for my daughter. On September 13th, i looked for tracking to see if the order had been shipped and there was no tracking information. I emailed the company to received a refund. They mentioned that i was sent a gift card, but i said that i wouldn't be purchasing from them again and i wanted a refund. They said no problem, they would unactivate the card and refund my credit card. It is November 1st and i still have not seen a refund. I emailed the company on September 13, sept 27 and October 7 and all i got was to call the customer care line and speak to a manager... in which i did. On october 7th i spoke to someone and she said : oh, there are a few people ahead of you. All i can do i push you closer to the top of the list" Come on now.... i work in **************** and i know this can be done way sooner. it should not take 2 months to process a refund. I sent a final email on Oct 31st stating that it would be last email trying to get this resolved. It is now November 07, and still nothing. All i want is my money back.My order number was: ******

  Business Response

  Date: 11/08/2022

  Hello Thanks for reaching out to us Via BBB. We are sorry your experience has not been optimal. We apologize for any inconvenience this may have caused as There is a process of how our refunds work. You are on The refund sheet and will be finished processing  No later then the end of NEXT WEEK. Please contact us if you have any further questions or concerns regarding how the process works . 

  Customer Answer

  Date: 11/22/2022

  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:

  Hi there,
  
  I am just emailing you to advise that the matter did not get resolved.  Ruby Love said the refund would take place at the latest end of last week ( week ending Nov 18th) .  No refund has been given to me as of yet.
  
  ********
  

  
  

  
  
  
  
  
   
  

  Business Response

  Date: 12/06/2022

  Thanks for reaching out . Your refund will indeed be processed no later then the end of business Tomorrow. We are extremely sorry for the delay and we want to apologize for any inconvenience.