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:09/10/2022

  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 purchased two swimsuits from Ruby Love on June 15.On September 7, Ruby Love issued me a gift card for the purchase price, stating the swimsuits were backordered.I requested a full refund since a) I don't have confidence in this company delivering a product, and b) we've now passed the entire summer.Ruby Love refused to issue a refund, stating a no return policy.

  Business Response

  Date: 09/13/2022

  We would like to apologize for any inconvenience we will be issuing you a full refund. The reason the refund wasn't automatically issue is there was no answer to our email. Once we issued you a credit you responded and should've been issued a full refund when you asked for one. Again we would like to apologize.

• Initial Complaint

  Date:09/01/2022

  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 June 8th I placed an order for a swimsuit for my daughter for the amount of $116.27 (order number ******) to rush ship a swimsuit so my daughter could have it for her summer trip to the beach. We talked to customer service representatives of ********************** to try to get the right fit for her, as the sizing on the website is very strange and doesnt seem to align with normal teen or womens sizing. I ordered my daughters normal sizing of xsmall/small. When it came in it was extremely small and not true to size. I contacted the company and they refused to send a refund, and said they would send a replacement suit after I returned the first. Over a month later of back and forth communication and I was sent the same swimsuit again in the same size. I contacted the company and they said that they would send me a return label. I said at this point I really need a refund. My daughter isnt going to be able to wear the suit this summer at this point with how long this process is taking. Ive sent many emails and called and twice they have only responded with what size and suit are you wanting so we get it right, with no further comment or response. Its now September 1st and we still dont have this resolved. I still have the second wrong sized suit, no refund, and no correct swimsuit.

  Business Response

  Date: 09/16/2022

  Thanks for reaching out to Ruby Love. We do apologize for any inconvenience this has cause. Unfortunately we do not return for refund so an exchange or store credit is the only Method to resolve an exchange. However we do apologize for the delay in receiving the product. It looks like the customer has received the requested size as of sept 12 as per tracking information **********************. If customer has any further questions Please feel free to contact us ***********************************

  Customer Answer

  Date: 09/16/2022

  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 

   

  After an entire summer of lack of response, this company only sent the correct swimming suit after I filed a BBB complaint. Buyer beware, this company has no interest in making things right with the customer. I asked for a refund and was again refused with no willingness to change even though the company is at fault. I will never buy another thing from this company and will warn everyone I know against buying from them as well. You may get stuck as well with either no response, an incorrect response, or a swimsuit that your daughter will likely outgrow at the end of the summer that she wont be able to maybe wear for the next year. 

   

   

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

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

  Business Response

  Date: 09/19/2022

  We have sent the bigger size to the customer here is the tracking number **********************. We sent the customer the different swimsuit that she requested.

• Initial Complaint

  Date:08/31/2022

  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.

  On August 17th 2022 I ordered a swimsuit from Ruby Love and paid $75 for overnight shipping. Since I ordered the swimsuit after 12PM Eastern time I was aware that I would not receive it until August 19th. I did not receive the swimsuit until August 22nd, even though I paid an excessive fee of $75 for OVERNIGHT shipping. I contacted customer service on 8/19 after realizing I wouldnt receive the suit until 8/22 (tracking) and stated that I would like a refund of the overnight shipping fee. Through several email interactions, I still have not received any resolution, or refund of my money. Supposedly a manager is looking into it, but I highly doubt that. As evidenced by the many negative ****** reviews on this company, I would go so far as to say they are scamming people in any way they can. I definitely should have done a search on the company before buying anything from them, but I dont think they should continue to be allowed to do what they are doing. I dont have enough room to list all of the awful things in the ****** reviews, but BBB could easily look it up and see how Ruby Love is scamming their customers.

  Business Response

  Date: 09/02/2022

  Thanks for your review. Unfortunately your order was placed on august 17th at night which is stated on our website all orders will be processed next business day. On 08/18 it was processed and shipped for overnight. which should had arrived 08/19. Looks like the carrier was delayed but order did arrive 08/20 not 08/22  which is uploaded as proof of delivery with this response. In the event that you were delayed one day we are able to credit a partial refund for shipping , but not ***** as our company still accrued that charge from the  carrier to get it delivered in the time frame ordered. We can suggest to file a complaint with the carrier as well however we do understand. And willing to compromise. 

  Customer Answer

  Date: 09/02/2022

  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]

   At this point, I dont even care about the $75. Whats done is done. I sent this complaint so that the BBB and other consumers would be aware how badly and shadily this business is run, and to avoid purchasing from them at all costs!!

   

   

   

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

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

  Business Response

  Date: 09/06/2022

  Thanks for reaching back out. We do apologize for any inconvenience this has caused you. You will receive a partial refund for the order arriving late in the amount of *****. ***** was charged due to receiving product in two day time frame as that is the ship cost for express (2day). Your refund is being processed today and should take approximately 3-5 business days to reflect in account. We are sorry that your experience has not been optimal. 

  Customer Answer

  Date: 09/06/2022

  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:08/26/2022

  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 contacted Ruby Love to enquire what currency the website was selling it's products in as it was not clear on the website. Being in a small country (***********) with more limited consumer options, it's not unusual to purchase from overseas websites. They had a variety of adverts in ** so it was possible that like some companies, they were displaying NZD prices. They never responded to my online enquiry or seperate email requesting clarification. I went back to the website a week later and went through the order process. They clearly stated that tax/customs duty weren't covered by the company as one would expect. There was no mention however of currency, what any conversion rate would be, any fees occurred for conversion etc. It wasn't clear when clicking on the purchase button if this would take me to a seperate page to confirm the transaction where it might show estimated cost/conversion rates/fees for conversion etc. It didn't, the order went through and it immediately showed me then, only after the purchase what the actual NZD cost was. It was far higher than I would have expected. There were obviously hidden conversion rate fees, not that this was disclosed or forewarned. I immediately contacted Ruby Love to request the order be cancelled. They didn't respond. I kept on emailing, but they never responded. The package was sent and subsequently arrived. I was sent a standard post email purchase, I responded and finally got a reply. I explained the situation and my disappointment that no-one had responded sooner. The customer service since has been appalling; rude and dismissive. I have been offered a US$25 gift voucher but expressed that I would rather this amount be credited to my purchase card instead. They have rudely refused. I'm concerned they deliberately hide the currency of their items, don't provide any information on how currency conversions are carried out and then will do anything possible to avoid the customer to rectify. Order ****** made 9th Aug

  Business Response

  Date: 08/29/2022

  We do not do the conversion for any country. As the customer checks out it does say USD.

  Customer Answer

  Date: 08/29/2022

  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]

  It is not clear on the website that the currency is US$ At the checkout, after entering shipping details, it doesnt state the currency. It therefore isnt clear if its AU$, **$ etc. Due to this, I contacted the company asking for confirmation of the currency shown. They did not respond. There are many different countries that have a dollar currency. It is not at all unusual for companies that ship internationally to alter what currency they show their products in, especially after shipping details are confirmed. Hence why I wanted to clarify. If Ruby Love had responded to my initial requests for this information then I could have made a more informed choice. There was no mention, again, especially after an overseas address was entered, that the currency conversion was a third party/no estimate of costs to be provided. There was no mention of any fees associated for ordering from overseas with regards to credit card etc. Basically the process is not at all transparent. I regularly order from American websites and have normally had very clear and transparent purchases. This is my first instance of an **************** shipping overseas who dont wish to make it clear how an overseas customer will be charged. The complaint also isnt resolved on account of the poor customer service Ive since received. They never responded to my emails until after the product arrived. I had one email in cap letters as if to shout at me, they publicly tell customers on social media they will get a refund, but then claim to me this cant happen as its against company policy. When I explain Id be happy to resolve the issue with the offered gift card being done as a credit to the card used to make the purchase (so a credit amount direct to me), they claim this cant be done. I wasnt asking for a full refund.  The complete inflexibility and way that they communicate to customers is the worst Ive experienced to date. Ive never used BBB before as have had no need to until now.

   

   

   

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

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

  Business Response

  Date: 09/02/2022

  As we have stated at the checkout point it does advise that this is in USD. There is not much more we can do for this customer we went as far as to offer her a gift card and she refused.

  Customer Answer

  Date: 09/04/2022

  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:

  There are only two things I wish to have from the company to resolve my complaint:

  An acknowledgement that at the time of my order (early August), the currency was not stated on the website. I've regular checked back and only in the past couple of days have they since updated their website, which I am really pleased to see as it is now transparent going forward for overseas customers. They have however refused to accept or acknowledge that when I ordered this wasn't the case and I would assume they've only rectified this as a result of my complaint (which as already stated, I am pleased about). I am wanting acknowledgement of the fact this wasn't in place when I ordered however - for them to just acknowledge and accept that when I ordered, it wasn't clear and arguably misleading. I don't understand why they won't just do something as simple as that.

  Secondly, I still have no explanation why the $25 gift card that I was offered can't be applied as a credit to the card used for the original order. They have told me they don't do refunds. I'm not asking for a full refund. They do however publicly state on various social media where people have complained about orders, that they can expect their refund etc. So they clearly do offer credits/refunds. Why not on this occasion?

  If they could acknowledge the situation, instead of having responded to me with an email in capitol letters, as if to shout at me, for example, this would go a long way to resolving my complaint. If I'm already being offered $25, how does it matter if this is effectively used against a previous order as opposed to another one? 

  I personally think it's a really simple resolution that most other companies would have handled in a much better and professional way.

   

   

   

   

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

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

• Initial Complaint

  Date:08/23/2022

  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.

  Order ****** I ordered 2 bathing suits on 5/25/22.One was sent but one suit ($89.99) was unavailable. **************** reached out on 5/26/22 and offered options for the unavailable suit. My daughter did not like any of the options so I ignored the email as the email made it sound like we could wait.On 6/23/22, I responded and asked to cancel the order. I was asked again to consider another option and declined. I was told no problem so I assumed that refund was forthcoming. No refund occurred.On 8/4/22, I reached out again and was told to contact Customer Support, and not fulfillment who I had sent the refund request to, and given an email address. I emailed and asked again for a refund. On 8/7/22, I received a response from the customer support email and told to call for the refund. On 8/8/22, I called and was told that I would be at the top of the refund list.Its now 8/23/22 and this company has had my money for about 2 months.

  Business Response

  Date: 08/29/2022

  We would like to apologize for the delay with the customers refund it has been processed today 8/29/2022 in the amount of $89.99 for the swimwear that was on back order. The funds should be available in 3-5 days.

  Customer Answer

  Date: 08/31/2022

  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:08/21/2022

  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.

  8/13/2022 I placed an order for $129.85 I requested almost immediately via email that they cancel the order, not charge my card or ship the items out. They waited over 24hrs to respond and refused to cancel the order and claimed it was already in process. The package was not received by ***** until late on the evening of the 15th. This is over two days after placing the order originally. Why would I request this? I came across multiple poor reviews and realized the company was not who they appear to be. Upon receiving the product I simply took it out of the package and looked at it to discover it is so poorly put together and does not appear how its presented on the website at all. I was told to pay return shipping send it to their donation center for them to donate it but there is no way to receive a refund. If I mail it back I will be out close to $150 with nothing in return. This business has an F rating and I can very clearly see why. Im just sorry I attempted to support them in the first place. I just want my money back and to move on.

  Business Response

  Date: 09/06/2022

  Thanks for reaching out to us. We value your feedback. However . Once order is placed , within the next 15 minutes it is in que to be processed and shipped. Processing is printed , packed , boxed, and labeled  and put in bin for Fed ex to be picked up. We have thousands of packages a day . So once this process is done we are unable to cancel any order. As for once the order is unable to be cancelled it will ship and is eligible for return for exchange/store credit only as stated in Policy. Unfortunately we do not return for refund. 

  Customer Answer

  Date: 09/06/2022

  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]

   This business has received the unused and unwashed items back to them on August 29th and I am still out the order total as well as the return shipping fees with no communication from them.  I would just like my money refunded and to be able to move on from this terrible experience with this company and their products.

   

   

   

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

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

  Business Response

  Date: 09/08/2022

  We are willing to provide the customer with a store credit in the amount of $129.85. She didn't like the make of the item as per company policy we do not do refunds. She shipped back the item on her own and we have issued her a store credit.

  Customer Answer

  Date: 09/08/2022

  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]

   

  I am only willing to accept a refund as stated on their ******** page they do for free within 31 days of purchase.  The company and its products are a very clear F rating.

   

   

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

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

• Initial Complaint

  Date:08/20/2022

  Type:Sales and Advertising 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.

  Purchase swim bottoms that didnt fit my daughter. Returned them. Order another size. Item was confirmed to have been returned and delivered on July 9, 2022 by ***** I have communicated with them about a dozen times after they did not refund me the money for the returned swim bottoms- valued $50. I have been giving the run around and was told I would be reimbursement. Then told I was getting ecredit after inquiring about not getting a reimbursement. Still havent seen the money refunded and I have all the email commmunication to support this, as well as my **** confirmation delivery and bank statements without a refund. I also reached dour to PayPal a few days ago to dispute the charger but no progress yet.

  Business Response

  Date: 09/06/2022

  Customer was refunded back on 08/24. Thanks for reaching out to Ruby Love.  (See File attached)

• Initial Complaint

  Date:08/15/2022

  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.

  Ordered product June 26th. Received product Aug 2nd, only to find they shipped the wrong size. They size products as if they are custom made. Our daughter is a Medium, and they say to order so it will be snug, so we ordered a Small/Medium. Product shipped is not a custom garment made to Small/Medium sizing, simply a Size Small garment. Of course, too tight. Paid to ship it back, and selected Medium/Large. Arrived today and lo and behold is just a true Medium, fits her great. No idea what parent who has a large child would do with this sized garment.I understand their canned responses about returns, and I knew that going in. But I had to pay duty on this product TWICE, because they failed to correctly mark the return product in proper sizing as a return/warranty on the ***** form, so I got to pay return shipping and duty twice all because they couldn't ship a correctly sized garment. And its been 50 days to get the product as I ordered it.Sizing should be industry standard, Small, Medium, Large, matching the actual tags on your product. Also shipping should understand how to correctly mark returns of product to foreign countries (****** in my case) so customers aren't paying duties twice on a single product. ***** said that is how it should be handled.

  Business Response

  Date: 08/26/2022

  Customer ordered a SM/MD which was the size we sent to her, Customer needed a Medium in which she exchanged for and we sent her correct sizing that was ordered both times. Unfortunately we are not responsible for customs, taxes, duties or imposed fees that are accrued by customers region or country as stated in our policy and also on our website. We handled order accordingly. 

  Customer Answer

  Date: 08/26/2022

  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]

   

   Their response is inaccurate.  The sizing on the product we bought are listed as XXS, SM/MD and MD/LRG.  There is no listed single sizing.  When ordering a SM/MD, it is not a custom sized garmet that would cover Small and Medium sized bodies, its is simply a tagged and sized Small product.  To correct this we ordered a MD/LRG which ships and is sized as a Medium garment.  I can't imagine any parent who orders this tagged and sized Medium garment for a Large sized child would have it fit as its not a size in between MD and LRG, it is simply a Medium.  Their sites sizing guide suggest ordering for a tight fit, we had the choice of SM/MD or MD/LRG as our daughter is a true Medium.  So we ordered the SM/MD so we could achieve that fit (tight) but receiving a Small sized garment is not a SM/MD, its a Small.

   

   

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

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

  Business Response

  Date: 08/29/2022

  On The website our products are listed for example SM/MD, which is typically the first size mentioned. The product does have a little bit of a stretch for full coverage which is the reason for the next size mentioned. 

• Initial Complaint

  Date:08/15/2022

  Type:Sales and Advertising 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 two separate products and then realized they are ordered as a bundle together for significantly less, and it would also save me shipping costs. I immediately emailed to ask if I could have my order charged as the bundle, saving me almost $60US or $90 Can. A day later I received an email saying no, because by then it had already shipped. This is very disappointing and I wont use this company again. I paid far too much for something that was advertised as less.

  Business Response

  Date: 09/02/2022

  We would like to apologize for any inconvenience this may have caused you but we use a shipping company that  had already shipped the order there was nothing that could be done at that time.

  Customer Answer

  Date: 09/02/2022

  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:

  My complaint was that i emailed instantly to alert them that I had entered two separate orders, which, had they been placed together would have saved me over $60.  They delayed answering me until after they were shipped and then refused to even refund me the difference of the deal let alone the extra shipping they cost me.  I feel it would have been fair to, at the very least, give me the deal that was offered if both things had been purchased together instead of separately (several minutes apart.)  I will not use this company again  

   

   

   

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

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

  Business Response

  Date: 09/14/2022

  Thanks for reaching out. The company is unable to manually change any original orders after they are placed. The only way to honor a sale or coupon is if it is placed on the original order BEFORE checkout. When more then one order is placed there will be more then one shipping charge unless free shipping is applied at time of order being placed due to amount in cart which is $65 and over. We operate with integrity and follow company Policy at all times. Bending the rules does not apply to one customer. This was handled correctly as there was no other solution. Thanks for shopping with Ruby Love and we do apologize if you feel your experience has not been optimal. 

  Customer Answer

  Date: 09/14/2022

  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:

  It is absolutely your prerogative to not honour your special because I didnt see it until after I submitted the order and to claim you cannot change the shipping even though I alerted you seconds after I made the mistake and the shipping plus the bundle savings was almost $100 more as a result. I have the right to never order your product again because the quality of your customer service is so poor. I bought the teen bundle for my 12 yr old as well as pairs for myself. I like the product and would have continued to buy for both of us, but because of this experience I will be looking for another brand moving forward.  

   

   

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

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

• Initial Complaint

  Date:08/05/2022

  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 at the beginning of June in preparation for a trip in mid-July. I received ZERO communication from Ruby Love about my order, but my credit card was charged. In early July, I started emailing and saying that they product will not be received in time and that I need to cancel my order. I received a copy and pasted reply several times. As I became more upset, the rep replied to me that I would be REFUNDED (I have this email in writing). I waited and again did not hear anything. I followed up again and 2 weeks later she said sorry we will not be refunding as we just shipped it. She did nothing to stop it as she had promised the refund in WRITING!! I was out of the country as I advised her. A delivery may have been attempted however I was OUT OF THE COUNTY ON VACATION, as I had told her. The customer service is horrendous and I wish I had read these complaints before ordering. My order was almost $200. I have NO need for the product as my vacation is over. I will be seeking legal advice as I have in writing that I will be refunded 2 weeks prior to any attempt to ship.This company does nothing to communicate with customers and when you have an issue they stall and delay with copy and paste replies and drag their feet so they can fraud you. I will also be going to the media via consumer reports with my evidence should a resolution and my refund not be issued!!!

  Customer Answer

  Date: 08/30/2022

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