ComplaintsforRuby Lane, Inc.

• Initial Complaint

  01/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  11/21/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This month was our first-time using Ruby Lane and we're very dissatisfied with your poor customer service. On your website, you trumpet that each Ruby Lane shop is prescreened before opening for business; however, we ordered an expensive teapot over a week ago from one of your shops - Happy Moose Vintage - and as of today's complaint, we still haven't been refunded our money even though your shop already cancelled our order (#*******). Happy Moose Vintage waited a week before reaching out to us to verify our mailing address (yes a week), which we verified immediately. Then today, we found out from ******* in Ruby Lane Customer Support that our order was cancelled with no notice to us, the customer?? In any case, Happy Moose Vintage has now gone radio silent on the status of our refund so obviously, this company and their atrocious customer service somehow evaded your rigorous prescreening process.In conclusion, wed like our credit card refunded immediately and an apology from Happy Moose Vintage for their atrocious customer service.

  Business response

  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 response

  12/05/2023

   
  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,
  ***********************

  Business response

  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

  Customer response

  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

  07/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Placed order June 12, 2023 $584.55 Purchased through Ruby Lane website to the seller *********************** Dolls and Collectables, ********************* Order #******* Items were to be in working order and complete After months of complaining to seller and Ruby Lane the seller is only offering to refund $100.00.I purchased what was supposed to be a ******************** supposed to be in working order and complete. When I received the items it was not complete, only one piece in working order and filthy. I contacted ************ away and sent it back. In returning through *** I was told it was insured. When the seller received the item she said the a piece that was already broken when I received it was broken in another place so is not refunding me. I think this is totally wrong since the item I received was falsely advertised as complete and working when it wasn't. She wants me to collect from *** which they tell me now it was only insured for the $111.72 that I paid to ship it 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

  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

   

  Customer response

  08/07/2023

   
  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,
  
  *************************

• Initial Complaint

  05/17/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  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

  12/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was a seller on RubyLane for 7 years, I ran a very successful shop and had a Platinum rating. This year Rubylane put my shop in preview mode which is not open to the public. They told me to read all their guidelines on listing items. When I asked Rubylane to further clarify the issues with my items, they were not forthcoming with the answers. They pointed out a few examples here and there but they would not fully disclose all the issues in order for me to revise. I had over a thousand items in my store and I spend a month going through all of my listings and revising what I thought needed to be revised. During this process I requested Rubylane to tell me exactly which of my listings were causing the issue and to help me. Rubylane responded that it's up to me to figure it out. After I finished my review and edits I asked Rubylane to reopen my store. Rubylane said it would take 5 days to review everything and get back to me, it took them longer than 5 days. It is not fair to sellers who 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

  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.

  Customer response

  12/21/2022

  
  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,
  
  * *******

• Initial Complaint

  11/29/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I tried to sign up to sell on Ruby Lane and was rejected for no valid reason. They accepted me as a buyer but will not let me set up a selling account. If I am qualified to buy why cant I sell.I am an older person an immigrant and my English is limited. They have accused me of using false addresses and different IP addresses. Since the application process is long I have had relative help. Obviously they all have different computers. I have many antique dolls of high value to sell. Why is Ruby Lane treating me unfairly. I am a very honest older person. This is unfair.My son in law is typing this for me so there is no misunderstanding!Please help me get a selling account with Ruby Lane. If they let me buy I should be able to sell.Please respond by email. If need be I can supply any type of ID required.*********************

  Business response

  12/17/2021

  Hello,

  Ruby Lane has various accounts with different names and contact information, which are associated with **** Basins. Based upon the information in our systems, we are declining to open a shop for **** Basins.

  Our Terms of Use specifically indicate the following:
  

  "We reserve the right to refuse service to anyone, to reject any Seller membership applications, and to discontinue existing service at any time. We also reserve the right to close down any shop, or stop offering any of our services to any Seller, due to unprofessional conduct or practices, Buyer complaints, listing components or items that do not meet Site listing requirements, and other issues which we consider, at our sole discretion, to be disruptive to the business and reputation of our Site."

  Also, the 'Seller Representations and Covenants' section of our Terms of Use indicate:

   - Only open shops on our Site using your real, verifiable name, and allow us to check periodically your real identity by requesting for verification as may be reasonable and appropriate, at our sole discretion.

   

  Additionally, Seller and Buyer accounts and materially different in their requirements. While having a Seller account automatically includes a Buyer account, a Buyer account does not entitle the buyer to also sell. 

   

  Thank you for your understanding.

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

  Chief Service Offer

  Ruby Lane, Inc. 

  Customer response

  12/20/2021

  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.
  
  Sincerely,
  
  **** Basins

*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. ↩