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:05/15/2025

  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 am trying to access my rubylane account, which I set up some years ago but which I only used a few times. Whatever I do on the website, the following message soon appears: "This email needs to be verified". However, no verification email has been received - neither in my inbox nor in my spam folder. I hit "re-send verification e-mail" multiple times but have received nothing. I have tried the help pages and other links over several days but the same thing keeps happening and it is impossible for me reach out to anyone or get some resolution through the website. This must be a glitch. Please help me to re-set my account.

  Business Response

  Date: 05/26/2025

  Hello Jonas,
  
  Im sorry to hear you had trouble with your email validation. Generally, when these emails are not found, they have ended up in the SPAM or Junk folder. 
  
  It appears that you may have located the validation email and successfully cleared the status. According to our records, the status was cleared on Thursday, May 15th. A copy of our email log is attached for your reference.
  
  If you're still experiencing any issues with your account, please dont hesitate to reach out to me directly at ****************************************************.
  
  Kind regards,
  *** *****
  ******************************start="641" data-end="644">
  Ruby Lane, Inc.

• Initial Complaint

  Date:03/21/2025

  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.

   
  Complaint: 23098139
  
  Dear Ruby Lane,

  Yes, you have my correct address that is clearly noted on my Ruby Lane account, and also clearly noted on the invoice as the SHIP TO address.

  I sent you a screen shot showing you that *** does NOT HAVE THIS ADDRESS because the seller did not give *** the correct address, and I sent FOUR urgent messages to the seller politely requesting that he correct the address.

  I already contacted *** and they REFUSED to correct the address. The SHIPPER (seller) needs to correct the address.

  The Seller has REFUSED to correct the address.

  As the seller has NOT shipped this item to me at my address as shown on my Ruby Lane account and shown on the SHIP TO address on the invoice, I demand that you send me a full refund IMMEDIATELY.

  This seller took over TWO THOUSAND DOLLARS of my money and refuses to send this item to me as agreed.  This is EXTREMELY DISTURBING and I am very upset.
  

  Here is the address that the seller gave to *** that you can easily see by looking at the tracking information for this package:

  WRONG ADDRESS ON THE *** LABEL: ***************************************************************************************************************************** SAUSALITO

  I checked this online a week ago, then I called *** and they confirmed that the above was entered on the shipping label (WRONG ADDRESS). I then checked online again today and it has STILL not been corrected, and I also received a nasty note from the seller refusing to correct the address.

  He took thousands of dollars and refuses to enter the correct shipping address? That is not normal.
  

  This has been a horrible experience. I will expect you to send me a full refund immediately, and to deal with this seller yourselves--as I have spent a week trying to get this seller to correct the address and he refuses.

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

  x". However, there should be no duty tax on this item and either DHL (the seller's shipper, not my choice) is over charging, padding the bill, or the wrong code was entered when the item was shipped. I need a telephone number for Ruby Lane (a working number that will reach a human). This is the reason I am filing this complaint through BBB, to get a telephone number to resolve this issue. To get the address and duty tax code corrected. If this does not happen, then the entire purchase price for this expensive item needs to be refunded in full-- immediately. The address is wrong and the item will either go missing or be returned to the sender in ******. We have no idea why the seller has not corrected the address. It makes no sense. Thank you so much for your help. ******* ******* ITEM COST: $2,041.50 DUTY TAX CODE SHOULD BE: ******* DHL is trying to charge $117.** in duty tax and the wrong duty tax code was probably entered. There should be ZERO duty tax on this item.

  Business Response

  Date: 03/21/2025

  Hello *******,
  
  I'm very sorry to hear about this unfortunate mix-up.
  
  Ruby Lane does not offer direct telephone support, as we are not set up to record phone calls. Instead, we handle all support via email so that everyone involved has a written record of the situation.
  
  Our Customer Support Specialist, Sunny, has been assisting you by email, and I recommend replying directly to her message if needed.
  
  From what weve seen so far, the seller has contacted ***, and theyve suggested you reach out to your local *********** Based on your location, it appears the nearest DHL location is:
  
  DHL
  *******************
  ***********************************************
  Phone: **************
  
  Regarding customs forms, Ruby Lane is not involved in the shipping process and cannot confirm what was submitted to *** or U.S. Customs. We also do not see the wrong shipping address used by the seller. However, the address listed on your Ruby Lane account is:
  
  ******* *******
  *************************
  Sausalito, CA 94965-3323
  
  Again, Im sorry youre going through this and appreciate your patience.
  
  Kind regards,
  *** *****
  ************* Officer

• Initial Complaint

  Date:02/13/2025

  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.

  My name has been used fraudulently for loan requests. I sent an email and it was returned to sender. Do NOT approve any transactions using my name.

  Business Response

  Date: 02/14/2025

  Hello,
  
  Im sorry to hear about your concerns regarding potential fraudulent activity. We have received your complaint via the BBB; however, it is unclear why Ruby Lane has been included in this matter.
  
  Upon review, we found no account associated with the name, email, or phone number provided. Additionally, the screenshot you shared does not appear to reference Ruby Lane.
  
  If you have further information that directly connects Ruby Lane to this situation, please provide those details, and we would be happy to assist.
  
  Best regards,
  *** *****
  Chief ************************start="762" data-end="765">
  Ruby Lane, Inc.

   

   

   

   

   

   

   

• Initial Complaint

  Date:09/16/2024

  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.

   
  Complaint: 22294069
  
  I am rejecting this response because: I have contacted you last year when I purchased the item but I was told it is not tax free. I recently checked and asked that case with tax expert and they told me it is wrong, it should be a tax exempt item inNC
  
  Sincerely,
  
  ****** ***

  Business Response

  Date: 09/17/2024

  Dear ****** ***,
  
  Thank you for your message regarding order #*******. I understand your concerns about the sales tax charged on your purchase of silver coins.
  
  To clarify, the sales tax was collected at the time of purchase based on the guidance from our tax partner, *******. Since your order was placed on March 3, 2023, and you contacted us on August 30, 2024over a year laterthe sales tax has already been remitted to the state of **************. Once tax has been collected and paid, Ruby Lane is unfortunately unable to issue a refund.
  
  However, we recommend that you request a refund of the sales tax directly from the state of **************. We have provided a link to their refund claims page, which may be helpful: *****************************************************************.
  
  We encourage you to contact the state for further assistance.
  
  Thank you for your understanding.
  
  Best regards,
  *** *****
  Chief Service Officer
  Ruby Lane, Inc.

  Business Response

  Date: 09/18/2024

  Hello WEILUN GUO,

  Kindly Forward, do not copy & paste, the original email reply you received from Ruby Lane Customer Support, to ****************************************************. We are unable to locate the email in our system, and the original email may assist me with that. 

  I hope to receive the email forward from you soon. 

   

  Regards,
  *** *****
  Chief Service Officer
  Ruby Lane, Inc. 

   

   

  Customer Answer

  Date: 09/19/2024

   
  Complaint: 22294069
  
  I am rejecting this response because: I forward the email to ****************************************************
  
  Sincerely,
  
  ****** ***

• Initial Complaint

  Date:05/22/2024

  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.

   
  Complaint: 21745341
  
  I am rejecting this response because:
  
  No complaint or chargeback has been filed with PayPal that I am aware of.  The seller did not refund correctly.
  Sincerely,
  
  *************************

  Business Response

  Date: 06/03/2024

  Hello ******,
  
  I am sorry to hear about your disappointment with a recent purchase from a Ruby Lane seller.

  Ruby Lane has reached out to the shop owner regarding your situation. While we understand the outcome was not satisfactory to you, we have addressed the matter with the seller and noted their account to prevent similar issues in the future.
  

  Since a chargeback has been filed with PayPal, they will handle any potential refunds. Once a chargeback or PayPal complaint is initiated, it supersedes Ruby Lane's complaint/refund process.
  

  We apologize for this unfortunate situation and hope you will continue to shop with other Ruby Lane shops.

  Kind ********************************************** Officer

  Ruby Lane, Inc.

  Business Response

  Date: 06/04/2024

  Hello ******,

  Please see our attached screenshot, which shows the PayPal dispute/chargeback initiated on the order history.

  Thank you,
  *****************

  Ruby Lane, Inc. 

   

• Initial Complaint

  Date:01/16/2024

  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 purchased a gold plated chain from a seller. The item arrived not to my expectations item was more worn than I could appreciate from pictures. (I buy a lot of antique and vintage jewelry so I know wear is expected but I spent more than $300 getting this item and reviewed sellers terms before making the purchase, expecting they would honor their return terms.) ******* terms said returns were accepted and I contacted seller within a day or two of item being delivered. I shipped the item back at sellers instruction. They acknowledged receipt of the item and refused a refund by saying the item arrived damaged. They have kept more than $300 of my money AND the item. They blocked me on Rubylane so I cannot communicate with the seller to request the item (*my* item because I paid in full for it) be returned or a refund issued. PayPal wasnt a help because the only option was that the item didnt arrive as expected to me which wasnt so much the issue the issue is the theft of my money and the item. Rubylane has been unreachable Ive emailed through their website and tried to call their phone # which always says they are unavailable.

  Business Response

  Date: 02/01/2024

  Ruby Lane apologizes for this unfortunate situation. Once a PayPal dispute is filed, Ruby Lane defers to the settlement of that dispute. However, the buyer is entitled to either the item, or a refund.

  After multiple contacts with the seller of the chain, the parts were located and are being shipped back to the buyer, as it should have initially. The **** tracking number is 9497436110322270294186.

  Pictures are attached, which were provided by the seller.

  Again, we apologize for this understandably upsetting situation. 

  *****************
  Chief Service Officer
  Ruby Lane, Inc. 

• Initial Complaint

  Date:11/21/2023

  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.

   
  Complaint: 20900965
  
  I am rejecting this response because: It seems Ruby Lane is more interested in protecting its relationships with its Vendors than it is in providing excellent customer service to Customers.

  While an apology from Ruby Lane is fine, we specifically requested an apology from Happy Moose Vintage since they are the ones who waited for over a week before confirming our order, cancelled our order without any notice at all to us, and then kept our money for over 2 weeks before refunding it. Further, Ruby Lane's complete lack of urgency in assisting customers is shocking. In response to each of our inquiries, Ruby Lane's tepid response was always to "wait (for X number of days)" and then, if no response from the Vendor, "please reply back to this email so we may assist you further". This level of customer service is totally unacceptable.

  In conclusion, only after much time/effort from us as well as intervention from the ********** *********************** and the Better Business Bureau, did Happy Moose Vintage finally do the right thing and refund our money; however, we are still awaiting an apology from them. That is the only acceptable response for us. 

  Respectfully,
  ***********************

  se Vintage for their atrocious customer service.

  Business Response

  Date: 12/05/2023

  Hello ***,
  
  We understand your position on this situation. However, our primary goal was to secure your refund. 

  Our customer support team has procedures, which are followed the same for everyone. Your complaint received no less attention than any other we have addressed.

  While we do agree that Happy Moose Vintage could have handled your order with much more finesse, we are unable to require that a Shop Owner issue a direct apology as you have requested.

  Our internal processes have made it clear to the Shop Owner that the way the order was handled was not acceptable. It is also well documented in the shop's records, so we can take immediate and appropriate action if something like this ever happens again. We don't expect that it will. 

  The refund was not issued due to the ********** ************************ or the BBB (we never heard from either before the refund was issued). It was issued because of the diligence of Ruby Lane Customer Support, who closed the shop until the refund was confirmed. Even then, the shop was not reopened until it was made perfectly clear that their handing of the refund was unacceptable.

  Thank you,
  Ruby Lane

  Business Response

  Date: 12/05/2023

  Dear Mr. ********,

  We truly apologize for the difficulty you experienced while patronizing "Happy Moose Vintage".

  This is not a typical experience while shopping on our site, and it appears the situation was a result of some confusion on the part of the seller, specifically regarding the refund. 

  At this time, your refund has been issued in full.

  Again, we apologize for any inconvenience. 

  Regards,
  *****************
  Chief Service Officer
  
  Customer Support

   

   

   

  Customer Answer

  Date: 12/06/2023

   
  Complaint: 20900965
  
  I am rejecting this response because: The primary goal for Ruby Lane (or any company) should always be providing EXCELLENT customer service to the public, not just "securing a refund" (we could accomplish this ourselves by simply disputing the charge with our credit card company).

  We were asked what an acceptable outcome is for this matter and we requested 1) a full refund AND 2) an apology from Happy Moose Vintage, since they are the ones who waited for over a week before confirming our order, cancelled our order without any notice at all to us, and then kept our money for over 2 weeks before refunding it. So, while refunding us is fine (basic customer service 101), we're not happy that Happy Moose Vintage has yet to accept full responsibility for their actions.

  Here's the reality - Happy Moose Vintage waited a week before sending confirmation of our order. Once we contacted Ruby Lane about this issue, Happy Moose Vintage then claimed there was some "confusion" about the order (notice their pattern of not accepting responsibility). Obviously, unhappy that we reported their shady behavior, Happy Moose Vintage then hastily cancelled our order without any notice to us, the Customer (a clear violation of ********************** policy, per your customer service rep). To add insult to injury, Happy Moose Vintage then kept our money for over 2 weeks before refunding us (and only processed a refund after Ruby Lane closed their shop, per your correspondence). 

  Upon emailing Ruby Lane on 11/24/23, that this matter had been referred to the ********** Attorney General, we received a resolution within 30 minutes. Curiously, prior to reporting this matter to the ********** *********************************************** standard default response was always - "wait (for X number of days)" and then, if no response from the Vendor, "please reply back to this email so we may assist you further".

  In conclusion, if Ruby Lane thinks it is acceptable for its Vendors to hold onto a customer's hard-earned money for over 2 weeks, before finally intervening to resolve the matter, you are sadly mistaken. Not only is this practice illegal but also actionable. Further, I strongly suggest Ruby Lane ****** "Beware Of The Success Syndrome" by *********************** so you can properly train your staff on how to deliver excellent customer service. Because what we experienced from Ruby Lane and Happy Moose Vintage is totally unacceptable.

  Respectfully,
  ***********************

• Initial Complaint

  Date:07/27/2023

  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.

   
  Complaint: 20386566
  
  I am rejecting this response because:  I am thanking you for all your help in advance.  It is my fault for shipping back **** and not *** as I was not aware of that.  I should have read the fine print but also the seller should have reminded me.  This is just their way of not refunding me.  The bottom line is that the items were sold complete and all in working order.  Only 1 piece was in working order and it was filthy.  When it was returned the piece the seller said was broken was a piece already broken when I received it.  I find this unbelievable she is getting away with this.  When I shipped it *** told me it was insured but it wasn't.  That is committing fraud if it is claimed on insurance anyway because it was all broken when I received it which should have been her responsibility.  This should be illegal what she is doing.  She is making alot of money off me and I am out everything.  

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

  back to seller, which *** did refund me. This would be committing fraud with *** as it was broken and incomplete when I received it. I can't get any help after numerous emails to Ruby Lane. The seller now won't even answer my email. I think I am due a complete refund since she said item was working and complete when it wasn't.I think you for all your help.

  Business Response

  Date: 08/07/2023

  Hello *******,
  
  Ruby lane's Customer Support team has previously explained this situation. Ruby Lane did not see this item in person and cannot comment on the condition before shipping.
  

  The Return Policy specifically indicates:

  "The item must be returned via the original carrier (unless agreed otherwise in writing), in its original packaging, insured (if available) for its purchased price, and must be received in the same condition as when it was shipped to you with the Shop's tags and identifying marks intact."

  You shipped the item back via **** not ***** which contravenes the terms of the Return Policy.
  
  As the situation falls outside the terms of the Return Policy, we regret that Ruby Lane is unable to further assist you.
  
  
  Ruby Lane Customer Support
  Complaints Department

   

• Initial Complaint

  Date:05/17/2023

  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 placed an order for an item and received an order number for it. I was sent an email that said I had to wait for the owner to send me the final price which included tax and shipping. I wait a day and in the morning see my order was cancelled and on hold for another person. I thought it was strange because I had an order number which meant the item was for me, but don't understand how another person can get the item. I called multiple times and emailed them as well but got no response.

  Business Response

  Date: 05/18/2023

  Dear Chunzhuo **,

  First, we are sorry to hear about your apparently disappointing experience shopping with one of Ruby Lane's Shops. 

  Looking at our system, it does not appear that our Customer Support team has received any request for assistance regarding your Canceled Order.  

  You are welcome to contact customer support at the link below, where a member of Ruby Lane's Customer Support staff can assist you.

  **************************************************
  
  Regards,
  *****************
  Chief Service Officer

  
  Ruby Lane, Inc.

   

   

   

   

   
  

• Initial Complaint

  Date:12/05/2022

  Type:Customer Service 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.

  
  Complaint: 18528601
  
  I a* rejecting this response because: After Rubylane closed my shop in review I spent an entire month working day and night to revise over *****+ listings in my inventory to try to self locate issues that were not identified by Rubylane.  I took over 900 listings out of my store and re-listed only 52 items. Upon requesting my shop to be re-opened, Rubylane decided to permanently close my store because I had 1 listing with a description as "silver metal hooks" and "the silver metal hooks are not hallmarked".  Rubylane told me that I was inferring to buyers that the silver metal hooks were 925 sterling silver. I made no reference to this being sterling silver, other than referring to the color of the metal.  Rubylane could have easily pointed this out to me and asked me to remove the word "silver" prior to opening my store but they did not and closed my store. 

  After 7 years of running a very successful store with Rubylane I find this business practice unkind and very unprofessional to treat one of their vendors this way.  I asked for help and I never received it. I spent over a month of my time while my store was closed trying to pin-point issues that were not made clear to me with over ***** items in my inventory.  Rubylane should have told me what the issues were when I asked the* so I could have made the necessary changes with their help so I could re-open my store.  I feel I have been unfairly targeted in this, I have seen many other stores on Rubylane with multiple errors in their listings and they are still open.  I do not feel it is fair to have employees of Rubylane, who are also store owners, conducting these types of reviews.  Rubylane should be helping their store owners work through listing errors instead of shutting the* down over something simple to fix.
  

  
  
  Sincerely,
  
  * *******

  o pay shop fees and a percentage of their sales to Rubylane to be left with no guidance like this. After their review, Rubylane abruptly shut my store down without giving me the opportunity to fix the remaining "issues" with my listings. I was given no proper guidance throughout this process and was told to figure it out. Furthermore, I had escalated my concerns to the *** and the *** and I was told that another shop owner was actually reviewing my store. I find this to be highly unethical, how can another shop owner be the deciding factor of whether or not my shop should remain open. Is this not a conflict of interest? Rubylane should have been honest and confirmed the listings that were not in compliance, giving me the opportunity to fix them. As a result I have lost my shop and my income. This is a brutal way to treat a shop owner, it's unkind and after 7 years of successful business to shut you down like this without any help to rectify the listings is unconcionable.

  Business Response

  Date: 12/20/2022

  This situation is more complex than the Shop Owner, ****************, explains. The Shop Owner was selling items, which were not within the guidelines for items sold on our site, and those items were flagged. As a result of receiving 5 flags within a 3 month period, the shop was subject to a Flag Review. 

  
  Note that initially, any shop in Flag Review remains open while the Shop Owner has time to make corrections. In this case, we provided 14 days to make those corrections, and provided some examples of the corrections needed (we cannot list every item that needs correction. 
  

  The listing guidelines are sufficient to make a decision regarding suitability of items offered for sale). At the end of that correction period, our staff checked the shop again. Upon review, it was noted that more items needed correction and the shop was closed to the public. The Shop Owner was notified and allowed more time to make the necessary corrections before we reviewed the shop for opening again. Unfortunately, sometimes this process does not end up as we hope, and a shop is not reopened.   
  

  It's not clear what ****************** is referring to regarding another Shop Owner reviewing her shop. However, it is public knowledge that some of our staff, including those in Customer Support, are also shop owners. This lends to experience, not conflict, as we always want our sellers to be successful. 
  

  As Ruby Lane is lawfully required to collect sales tax, there is an open layaway order with sales tax due. We cannot refund any positive balance until this order is finalized as sold and the sales tax paid to Ruby Lane. The mount of sales tax owed is $74.25 and the balance in the account is $58.65, which leaves a difference of $15.60 sales tax owed for this order.
  

  ****************** is welcome to contact ***************** at **************************** for more details about this order.