We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Online Retailer

RubyLove

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

Customer Complaints Summary

  • 160 total complaints in the last 3 years.
  • 70 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:03/09/2025

    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 product from Ruby Love, but accidentally ordered the wrong size. Sent an email to customer service asking if it could be exchanged, and was told as long as it was unworn and unwashed, I could exchange it. Sent product back to Ruby Love with a tracking number as requested and emailed them the tracking number. A few weeks after the package was received I still had not heard anything or received anything, so I sent another email. **************** was always very kind and said she would check, but then I wouldn't hear anything again. This back and forth continued for three months. Still have not received product, customer service won't respond, and website appears offline.

    Customer Answer

    Date: 04/03/2025

    Better Business Bureau:

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

    Sincerely,

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

  • Initial Complaint

    Date:02/05/2025

    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 ordered multiple products on October 16, 2024. I never got the products. I have reached out 8 times via email and keep getting the same response that my inquiry has been "escalated" . I have tried calling the customer service phone number and no one ever answers. I really just want a refund and no one seems to be able to look at my order and see that it never shipped and issue the refund.

  • Initial Complaint

    Date:12/12/2024

    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.
    On 7/25 I placed an order with RubyLove. Three weeks later I had not received the order, rendering it useless. Called customer service to cancel the order. On 9/5, five weeks after my initial order and after my cancellation, the order shipped. Ive reached out to service multiple times to issue a refund. Each time, Im told my issue is escalated. Apparently, RubyLove needs four months to take care of an escalated issue. On 10/19, I shipped the unopened package to them and contacted customer service for a full refund for the unopened product. Ive continued to contact them multiple times; each time Im told my issue is escalated. RubyLove has their untouched product and is holding my money hostage for their benefit

    Customer Answer

    Date: 01/06/2025

    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:11/25/2024

    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 for these special underwear back in August 2024. The order comprised of a bundle of 7 pairs of underwear, 1 pair of boy shorts and one single pair of underwear. When received the bundle package which was supposed to be mixed colors had a lot of duplicates (not the End of the world, but not what I was expecting), The boys shorts that I ordered were not the correct color and the single pair of underwear that I had purchased was not included in the order. Upon receipt of the delivery, I immediately notified customer service that the order was incorrect and incomplete. The company replied requesting that I sent photographs of what I had received, which I did. I was assured that it would be forwarded to fulfillment so that the errors could be corrected. I have been contacting them on a regular basis since August 24 and despite repeated thanks for my patience and assurances that initially the order would be corrected, and then subsequently that I would be given a refund for the items that were incorrect and or missing, I still have not received either the correct order or a refund. I am asking for a refund of $30 plus tax

  • Initial Complaint

    Date:11/14/2024

    Type:Service or Repair 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 went onto to the Rubylove site to purchase a bathing suit. The website made it look like order didn't go through and showed a countdown clock making me think my order hadn't gone through. When I hit the button, it added a suit in a different size to my order with no option to cancel. I emailed them as soon as I noticed (within ten minutes) and I was told that no luck, but they had a great return/exchange policy. The return policy included no refunds and even when asked to apply a bit of commonsense (I ordered a size XL, why would I add on a size XXS bathing suit?) I was told that they weren't willing to apply any flexibility. This is acting in bad faith. This is not a business that deserves to thrive.

    Customer Answer

    Date: 12/13/2024

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

    [Your Answer Here]

     

    They promised escalation to their management. I followed up with them last week asking for status and they said it was still being reviewed. 

     

     

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

    Sincerely,

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

    Customer Answer

    Date: 12/27/2024

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

    [Your Answer Here]

     

    I asked to cancel the item that I did not order within five minutes of placing the order (an aside, no idea why item was added to my order.) They are still refusing to refund the item that I did not order (for context, ordered one bathing suit size XL and and bathing suit size XXS was added to order) and trying to force me to accept store credit. I am not interested in store credit for something that I didn't order. Their product isn't great and they acted in bad faith.

     

    Let's be logical, why would someone ordering a size XL bathing suit order a size XXS? The email to cancel order was sent within minutes of getting confirmation email. After trying to resolve this through RubyLove I am at a loss of what to do next. 

     

     

     

     

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

    Sincerely,

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

  • Initial Complaint

    Date:10/15/2024

    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 placed an order back in JULY still had not recieved by the end of August, reached out, was said there was a delay but I would be getting it soon, waited 2 more weeks, no word, asked them to cancel. They never canceled and still keep charging my bank account monthly as well as charged the full ****** and never refunded it. I tried reaching out a few times and get a run around.

  • Initial Complaint

    Date:10/05/2024

    Type:Sales and Advertising 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.
    Product as not described, low-quality polyester, arrived in a used, dirty, torn box. they refuse to refund me even though I did not even try on their product. Mailed back today, the day after the products arrival. The description on their website:********** **** helps stop all front, side and back leaks. Securely locks in our double-sided pad or sanitary pad in place for optional added protection.2.Built-In Absorbent Organic Cotton Layer.3.Our Proprietary Super Absorbent Layer helps to fight odor and keep you dry.4.Leak Resistant Barrier ***** away moisture.5.Exterior Layer locks it all together.I do not want their project. It is not what I believed I was buying. I do not want an exchange.

  • Initial Complaint

    Date:09/08/2024

    Type:Delivery 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.
    Ordered an item. The wrong item was sent. As soon as I noticed I contacted immediately. I was told the correct item would be sent. It was not. Contacted again. Got the run around. Company is scamming people.

    Customer Answer

    Date: 10/03/2024

    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:09/05/2024

    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.
    Placed an order on 8/2/24. On 8/13 received an email that it shipped but with no tracking information. I reached out to them on 8/19 and they said that it would ship soon. On 8/22 I reached out again and asked them to cancel the order because it would arrive too late. I was told: "Your order is already out of the queue and into processing. Unfortunately, we are unable to cancel your order at this time.Not to worry! We offer efficient returns and exchanges. You can read our full return and exchange policy and procedure process on our FAQ page, return and exchange policy page, terms and service posted, and in checkout before payment was processed."I checked the policy and it said they do not take returns. So I reached out again the next day and was told:"Yes, you read correctlyour policy states that all sales are final, and we do not offer refunds or cancellations.We apologize for the delay. Once your order ships, you will receive an email with tracking information. Should you wish to return or exchange items, you may do so upon receipt.For further details, please refer to our policy and FAQs, which are available on our website and displayed at checkout before payment is processed."The item finally arrived on 9/3 - a month after I ordered it and well past the date that I needed the items.I never opened the package and I would be willing to return for a refund but I was told no. I just want my money back.

    Customer Answer

    Date: 09/30/2024

    Better Business Bureau:

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

    Sincerely,

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

  • Initial Complaint

    Date:09/02/2024

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

RubyLove is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.