ComplaintsforRubies DTC LLC

• Initial Complaint

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I returned mermaid man costume at fed ex and did not get a refund, this was almost a month ago. I tried to return ******** boy but it is stating I already returned it.

  

  Business response

  12/01/2023

  Hello, thank you for letting us know about the trouble you experienced. After looking at the images you provided of your order information, it seems that this order was placed through *******.  Because of that, we are unable to locate any order information through our system.  Please contact ******* directly. We may be able to locate an order if you provide your order number and tracking number(s) from the original shipments. You can also contact our customer service team directly to resolve this quicker. We are always happy to assist our customers if we are aware of the issue.

  Customer response

  12/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Walmart stated I have already returned the product when in fact that is not true, they cannot do anything. 
  
  Regards,
  
  ***********************************

  

  Business response

  12/04/2023

  Hello, as we previously stated, we are unable to locate any order information through our system because this was placed through ********* system directly. If we do not have an order, there is absolutely nothing we can do to assist as we have nowhere to issue a refund. We may be able to locate an order if you provide your order number AND tracking number(s) from the original shipments. You can also contact our customer service team directly to resolve this quicker. We are always happy to assist our customers if we are aware of the issue.

  Customer response

  12/04/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***********************************
  

• Initial Complaint

  11/10/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered from their on line catalog on 10/20/2022. (Order #**********) I received an email confirming my order and the total $41.13 posted to my PayPal account.I received an email on 10/21/2022 stating they were unable to fill my order and would credit my PayPal account. I have not received the return credit. I have emailed the company three times and my emails are now returned as "blocked". The phone number they have listed for their business is a "vacant number" per the phone company.

  

  Business response

  11/14/2022

  Hello,

   

  We are very sorry for the delay in refund!  We were not aware that the credit had failed when cancellation occurred.  We have manually issued the refund with transaction ID 6CA96214SU513030M.  Our team is looking into the potential error with our contact page.  We do not have active phone numbers as that is not a contact option we offer.

• Initial Complaint

  10/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have a gift credit of $413 from a return at ****************** that the owner ****** had given me. He informed me the ownership has changed and that the credit is lost. I want to be reimbursed for this.

  

  Business response

  10/19/2022

  Hello!  Thank you for providing the image of the receipt.  Unfortunately, you appear to have the wrong business.  The receipt states the business is Halloween Adventure and you noted in your complaint that the business name was ******************.  Neither of those are businesses that we currently are or previously have been affiliated with.  We also only sell online and do not have a physical store for a receipt to have been given.  We apologize for any inconvenience. 

• Initial Complaint

  05/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This past Christmas, I received the *********************** Holiday Onesie (item# Nmc15595) as a present that was purchased from Costumes.com. Although I am a big ****** **** I found myself immensely disappointed with it. The quality control, the execution, and the attention to detail were sorely lacking. It looks like a bunch of leftover scraps pieced together like patchwork, with ZERO planning and care invested into the finished product, a real eyesore.Compared to what I received, their cherry-picked onesie display could be construed as false advertising. It clearly misrepresents the subpar quality and zero pride in workmanship of my onesie. As shown in my side-by-side comparison pic, the difference is like night and day. On their display, I counted 8 FULL ****** faces on just the front torso and front legs, all nicely lined up and visible. Whereas on my botched onesie, I marked all the PARTIAL ******s with Green *** because those represent all the FAILED attempts to include her entire face and in most cases, her entire body. They were either cut off at the seams or covered by a pocket. Of the 8 X's, they produced 0 FULL FACES and just 1 EYE, circled in Blue. Sad! Had they used my onesie for their display, instead of their specifically tailored and marketed onesie, they would have had NO TAKERS.I wanted to either return it or exchange, but by the time I unwrapped my onesie, this item had been long sold out and completely removed from their website. Also, their return policy for seasonal items, states that it must be returned 7 days prior to the holiday which made this return, impossible. As soon as I noticed that Costumes.com had restocked this onesie, I tried to appeal to their better nature and request a replacement. For the past month, I have made several attempts, but they kept brushing me off. If they are a company that prides itself on providing quality, then they should see my atrocity of a onesie as unacceptable and look to replace it. Please help. Thank you.

  

  Business response

  06/02/2022

  Hello!  Thank you for reaching out.  Can you provide your order number for the onesie?  I was able to locate one order associated with the email address, but it is for a throw pillow.  We cannot issue any resolutions without the correct order number.  Thank you!

  Customer response

  06/03/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [I neither accept nor reject this response, because a solution has not yet been offered to me. As explained numerous times before, I received this item as a Christmas gift and therefore, do not have an order#. Since Costumes.com does not ship directly to ******, I had to purchase other items that I wanted and have them shipped to my relatives on the Mainland, who then delivered them to me, on their next visit to ******.  In addition to the throw pillow that you mentioned, I also purchased a Throw Blanket, a Premium Dog Plush, and a pair of Slipper Socks from your exclusive Mariah *********** I can't begin to tell you how much of pain and inconvenience this was, to burden my family with lugging these items to Hawaii, for me. I regret having done so.
  
  As shown in the pics that I provided, my Holiday *********************** onesie is still brand new and has all its original sale tags still attached. I also did not wear it or even try it on.  I live in ******, and it is much too warm to wear in my house. I can assure you that this item was purchased from Costumes.com which made and sold exclusively. So I don't know what more proof you need.
  
  What I can tell you is that when I unwrapped it on Christmas day, I felt cheated, like I received a cheap knockoff.  I'm sure if you were in my shoes, you would feel the same way. Compared to the one used in your website display, mine was poorly constructed and the pattern, thoroughly botched.  It is so bad that I believe in my case, your cherry-picked website display, borders on false advertising. Anyone should be able to take one glance at my side-by-side comparison pic and make that distinction. Now, I don't expect it to be perfect or look exactly like your display but it should look like someone put some thought and care into its final appearance. If I pay for item with ******** face or likeness, then that is what I expect to see, not some aberration of her, pieced together.  All her faces and bodies shouldn't be covered by a pocket or cut off at the seams or zipper.
  
  I can't believe that any reputable business would see this onesie as fit to be sold or acceptable to its quality of standards.  Again, if you guys are company that prides itself on providing quality products to your customers and don't want to be known for selling subpar goods, you will assume responsibility and provide me with a replacement rather than giving me the runaround. I don't know who I am conversing with, but this is the fourth or fifth time, over the last two months that I have spoken with Costumes.com, regarding this matter. Thank you.]
  
  Regards,
  
  *******************

  

  Business response

  06/07/2022

  Hello!  We are very sorry for the issue with your item and assure you that it is not our practice to send subpar items to our customers.  I can see in the images you provided that the item is not satisfactory compared to the listing.  However, as I stated before, without an order number, we are unable to issue any refunds or replacements as we do not have an order to resolve.  I was only able to locate one order with the contact information that was provided, but the item does not include a onesie.  If you are able to give me a different phone number or email that *** have been used to place the order, I can search for those or request that your family send you the order information with the order number included.  We are not disputing whether the item was purchased from us, however, we sold many *********************** items to many customers and are unable to search for your specific order without more information.  We would be happy to issue a complete refund for the item as soon as we can locate the order number.  For a quicker resolution, you can also contact our customer service team and they would be able to assist you with locating the order and simply request that they send the order number to ***************************** so that I can get the refund issued right away.  Again, we apologize for the faulty item and that a resolution has not been issued up to now. 

  Customer response

  06/14/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [I neither accept nor reject this response, because nothing has been resolved.  Try checking this email address: ******************]
  
  Regards,
  
  *******************

  

  Business response

  06/15/2022

  Hello, that email did pull up another order, but the order did not contain the *********************** onesie.  Please contact our customer service team at ************ at your earliest convenience so we can resolve this issue as quickly and efficiently as possible.  We are more than happy to issue the refund as soon as the order is located and speaking directly with a representative will be the quickest and easiest way to get this resolved.  Thank you!

• Initial Complaint

  02/08/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order on 1.28.2022 for 25 Spiderman Personalized candy bar wrappers. I received 25 square cut pieces of paper that are non adhesive and are not large enough to cover an actual candy bar. The presentation on their website is deceptive and not accurate, and several of the pieces of paper I received were damaged by other items they were poorly packaged with. The website states that they do not offer refunds on personalized merchandise but this is ridiculous. I received unusable items.

  

  Business response

  02/09/2022

  Hello!  We apologize for any confusion.  We do not accept returns for personalized items, but this does not apply to damaged/unusable personalized items.  I have issued a refund of $15.64 due to the damaged/unusable candybar wrappers that were received.  We did not receive contact from you so were unable to issue this refund sooner. Please contact our customer service team directly if there were any further issues with this or future orders so we can resolve errors quickly and efficiently.

  Customer response

  02/09/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  02/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought some shoes in a size 7 which, zi wear and could not get my foot in the shoes. I got them on Amazon and when I was attempt a return, I couldnt return it to Amazon. I finally got the info to return the shoes. I mailed them in December and have not heard or received anything.

  

  Business response

  02/09/2022

  Hello!  We are very sorry to hear about the delayed refund. Our customer service team is available weekdays from 9 am to 6 pm CST.  We were unaware of this issue so could not issue a resolution sooner.  Unfortunately, our system has no record of a return being received.  Please contact our customer service team at ************ and provide us with your return tracking number so we can look into this further.

  Customer response

  02/10/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  01/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a blowup baby boy costume for a gender reveal. I received the costume and it was missing a hand cover. They sent out a replacement cover. I tried on the costume and at 411 126lbs I couldnt see out of the whole. I tried it on in my living room. Took it off, packaged it up and filed a return. I originally gave them a 5 star review because the costume is amazing it just doesnt fit Im too small. The approved my return but then sent a message with 2 of the same photo showing dirt flakes on a costume. It looks like a generic scam photo. There is NO way that is what I returned. I didnt use it and there isnt dirt in my living room. They only refunded me 1/2 my money because they said they cant sell it. They should return my full amount because no one used that costume.

  

  Business response

  01/21/2022

  Hello!  We are very sorry to hear about the trouble with this order.  I would be happy to look into this, however, I am unable to locate your order with the information provided.  Can you provide me with an order or confirmation number?  We can also attempt to locate with a complete phone number or an alternate email address if applicable.  We look forward to hearing from you soon and hope that we can come to a satisfactory resolution.

• Initial Complaint

  10/16/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am due a refund for a coupon that never was applied to my order, as well as a set of cups that had arrived damaged ($8.84). I have reached out to the company several times and was told that the refund was being processed, but it still hasn't been credited to my original form of payment. Now the company is refusing to write me back when I had sent in multiple inquiries, thereafter.

  

  Business response

  12/23/2021

  Hello!  We are very sorry for the delay on the refund.  Due to the high volume during our busy Halloween season, the refund was delayed.  The discount was applied through our system in the amount of $6.27 on 10/9/2021 and the missing cups were refunded in the amount of $2.13 on 10/28/2021. It appears that the funds failed to process through to PayPal on those dates, so the total amount was manually processed in the amount of $8.84 on 10/24/2021.  The refund transaction ID is *****************.

*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. ↩