Tiger Lily Emporium is super efficient, quick response, amazingly fast delivery and gorgeous pin at a very reasonable priceAll in all, a great experience
Initial Business Response /* (1000, 5, 2015/05/21) */
Hello,
Ruby Lane has no registered member with the email address ***@gmail.com, or with the name *** ***
No mention of the Purchase Order number was made in the Revdex.com complaint, which would help us narrow down the
information we need
Also, we notice under ADDITIONAL DETAILS:
Case is being handled by another organization: PayPal, Ebay
Is it possible this purchase was made on Ebay?
Ruby Lane's Return Policy specifically indicates:
If you have any complaint against a shop owner concerning a Ruby Lane purchase, you need to contact Ruby Lane Customer Support within months (days) of the original purchase date for Ruby Lane to assist with the complaint
It appears this transaction took place in December, and would now be well outside the complaint process
However, we are still interested to know the details of this transaction, and would appreciate the purchase order # for the transaction
Thank You,
Ruby Lane Customer Support
Initial Business Response /* (1000, 5, 2015/05/22) */
Contact Name and Title: *** ***/SVP Cst Support
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@rubylane.com
Hello ***,
I am sorry you are experiencing some email/password *** on Ruby Lane
I personally called you on May
19th, at 9:29am EST, and left a message regarding the situation with your accountThe message was about seconds longMy message also contained my name and direct phone number, and an invitation to please return my callPlease see the attached telephone call log
Unfortunately, ATT has blocked Ruby Lane email from being delivered to all our customers with ATT.NET emailWhen you try to reset your password, the email is sent to you, but blocked by your mail providerI have included a copy of the mail log from our server to illustrate the area of difficultyYou can likely find the times (Pacific) in the mail logs to match up with your password *** attempts
While we have requested to be unblocked by ATT, the process appears to be taking considerably longer than we had hoped, you can contact your mail provider and tell them that you want to receive correspondence from RubyLane.comMeantime, we are striving to have the issue resolved as quickly as possible
You might also consider switching to a web based email, such as gmail.com, which is generally problem freeYou might also make the change just as a temporary fix until ATT.NET email is 100% operational for Ruby Lane
As a temporary workaround, I am emailing you a temporary password *** a Gmail email address ***@gmail.com (replies to this email address will only be monitored temporarily)You will be able to sign in using your email and the temporary password, but you will likely still not be able to receive email from Ruby LaneIf you would like to change your email address, you can sign in and do that from your My Account page
Again, I am sorry for the inconvenience, we would never ignore a member of Ruby LaneRegarding Live Chat: It has been extremely busy the past two weeks, and we have been handling as many Live Chats possibleUltimately, there are occasions when it may seem impossible to reach someone on Live help
Kindest regards,
*** ***
Senior Vice President of Customer Support
Ruby Lane, Inc
Initial Consumer Rebuttal /* (3000, 8, 2015/05/22) */
Dear *** ***:
I was contacted today by *** ***, VP of Customer Support for Ruby LaneHe provided me with a temporary password *** I was able to regain access to the accountI consider this matter closed, and thank you very much for your help and support
For your records, here is an edited transcript of the email between *** *** and myself:
Dear *** ***:
I have now successfully changed my passwordThank you for providing me with a temporary password ** access my account
With respect, while I understand the technological issues surrounding AT&T, I don't think it is my duty as a customer to have to change my email address or spend time on the telephone resolving something that shouldn't exist to begin withThis is not my issue, it is your issueA email from a separate address to all of your AT&T customers would have prevented a lot, at least for me
All I tried to do was follow the rules as laid out on your website and none of those worked for me
But again, I thank you for your help in resolving my issue and answering my concernsI appreciate that very much
Regards,
*** ***
From: Customer Support To: ***@att.net Sent: Friday, May 22, XXXX X:XX AM Subject: Ruby Lane Password *** from Revdex.com Complaint reply:
Hello ***,
I am sorry you are experiencing some email/password *** on Ruby Lane
I personally called you on May 19th, at 9:29am EST, and left a message regarding the situation with your accountThe message was about seconds longMy message also contained my name and direct phone number, and an invitation to please return my callPlease see the attached telephone call log
Unfortunately, ATT has blocked Ruby Lane email from being delivered to all our customers with ATT.NET emailWhen you try to reset your password, the email is sent to you, but blocked by your mail providerI have included a copy of the mail log from our server to illustrate the area of difficultyYou can likely find the times (Pacific) in the mail logs to match up with your password *** attempts
While we have requested to be unblocked by ATT, the process appears to be taking considerably longer than we had hoped, you can contact your mail provider and tell them that you want to receive correspondence from RubyLane.comMeantime, we are striving to have the issue resolved as quickly as possible
You might also consider switching to a web based email, such as gmail.com, which is generally problem freeYou might also make the change just as a temporary fix until ATT.NET email is 100% operational for Ruby Lane
As a temporary workaround, I am emailing you a temporary password
Again, I am sorry for the inconvenience, we would never ignore a member of Ruby LaneRegarding Live Chat: It has been extremely busy the past two weeks, and we have been handling as many Live Chats possibleUltimately, there are occasions when it may seem impossible to reach someone on Live help
Kindest regards,
*** ***
Senior Vice President of Customer Support
Ruby Lane, Inc
Final Consumer Response /* (2000, 17, 2015/06/18) */
Dear *** ***:
The business did respond and addressed my issueI wrote back to you to let you know, so I don't understand why you think I am not satisfied
Thanks,
*** ***
Initial Business Response /* (1000, 9, 2014/10/03) */
Hello,
Ruby Lane Customer Support does not get involved in Layaway transactions. The reason is that there can be so many variations in payments, shipping, timing, etc.
However, we always inquire with the shop owner to determine...
what may have happened, and we always urge the shop owner to try and remedy every situation to the satisfaction of both parties. Unfortunately, that is not always possible.
When our customer support team was notified by the buyer on Friday, September 12, 2014, we immediately contacted the shop owner on the buyers behalf.
When we contacted the shop owner, we referred to the Damaged Item procedure, indicated in our Return Policy, copied in part below:
"Damaged Item Procedure
Please do not return items damaged in shipment, as doing so will void the shipping insurance.
To begin the process, please contact the shop owner and alert them to the damage.
Claims should be made through the original shipping agent. Guidelines for insurance claims vary by carrier so please check with the carrier for specific instructions.
Be sure to retain all original packaging as well as all pieces of the damaged item, as the shipping agent will request to examine them.
In the event that you, the recipient, files the claim, the shop owner will provide you with the necessary insurance information.
For information on filing a claim through the following carriers, visit:
United States Postal Service: http://www.usps.com"
On September 12, the buyer returned the item to the seller, which automatically voids any possibility of an insurance claim being filed.
It also appears that on September 12, the buyer filed a case with PayPal, the payment provider. The case was determined in favor of the seller.
Ruby Lane's Return Policy, which specifically addressed Layaway transactions, is posted on various areas of the site. Additionally, on the Shop's Home page, there is a link to the Terms of Sale, which are copied in part below:
Layaway Policy
This shop offers a layaway plan for purchases. The Ruby Lane Return Policy does not apply to layaway purchases, and Layaway Plans may vary by shop. It is extremely important to read and understand this shops Layaway Plan below, and clarify any terms with the individual shop owner before you enter into a Layaway Plan agreement.
The Terms of Sale are also printed on the email receipt the buyer received at the time of purchase. Please understand that Ruby Lane makes every attempt to let buyers know the terms before they enter into a transaction with a shop.
Thank you for your time and attention.
Kindest regards,
[redacted]
Senior Vice President of Customer Support
Ruby Lane, Inc.
Initial Consumer Rebuttal /* (3000, 11, 2014/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The seller of this antique doll, did not provide enough packaging to protect the inside of the head. It was not a claim for the USPS. That would have been a fraudulent claim. I did speak to a representative at Paypal. and they do not process or provide assistance on layaway claims which this was. If I had made one payment, this claim would have been in my favor. The seller is clearly responsible for the damages. Originally she was going to accept this damaged doll back until she changed her mind. The seller is in the wrong and is getting away with my $500.00 in her wallet.
Final Business Response /* (4000, 13, 2014/10/22) */
Hello,
The staff at Ruby Lane understands this is a very unfortunate situation. However, as indicated in our previous correspondence, the Ruby Lane Return Policy does not apply to Layaway transactions.
The form of remedy originally available was to file a damage claim with the shipper. The item apparently arrived damaged, and generally shipping a item damaged in shipping (after purchase) back to the sender would void the shipping insurance. Based on the information provided to Ruby Lane customer support, that is what happened.
Insurance claims are adjudicated by the carrier, or their insurance company, in this case it was the USPS. The burden of determining what damage occurred during shipping was supposed to fall to the USPS, not the buyer. By not filing an insurance claim, and sending the item back to the seller, the insurance was effectively voided.
Ruby Lane has been in correspondence with the seller, who also denies any wrong-doing, and Ruby Lane cannot take sides, nor can we be of further assistance.
We are not indifferent to the difficulties experienced by [redacted], but it appears that the Damaged Item Procedure, copied below, were not followed as prescribed.
Damaged Item Procedure
Please do not return items damaged in shipment, as doing so will void the shipping insurance.
Damage claims can only be made on items shipped with insurance.
Ruby Lane requires that all shipments be insured unless declined by the buyer using the Decline Insurance option during the checkout process. Each shop shall determine if they allow a buyer the option to decline insurance on the shipment of an item at the time they list their item for sale. If a buyer requests that an item not be shipped insured, using the Decline Insurance option at Checkout, the shop owner is then not responsible for loss or damage to that item in shipping.
To begin the process, please contact the shop owner and alert them to the damage.
Claims should be made through the original shipping agent. Guidelines for insurance claims vary by carrier so please check with the carrier for specific instructions.
Be sure to retain all original packaging as well as all pieces of the damaged item, as the shipping agent will request to examine them.
In the event that you, the recipient, files the claim, the shop owner will provide you with the necessary insurance information.
For information on filing a claim through the following carriers, visit:*
United States Postal Service: http://www.usps.com
United Parcel Service: http://www.ups.com
Federal Express: http://www.fedex.com
DHL: http://www.dhl.com
* Note that not all shops ship via the above carriers, and that some shops insure their shipments via a 3rd party insurance agent, not that of the carrier. Be sure to contact the shop so that they may handle, or guide you through the process.
Kindest Regards,
[redacted]
SVP of Customer Service
Shop . Sell . Relax
Antiques & Art, Vintage Collectibles and Jewelry
www.rubylane.com
Join us on Facebook
www.facebook.com/rubylane
Follow us on Twitter
www.twitter.com/rubylane
Follow us on Pinterest
www.pinterest.com/rubylanecom
Final Consumer Response /* (4200, 19, 2014/11/04) */
[redacted], this complaint is going around in circles. All Rudy Lane is doing is giving me pre- printed rules and regulations and completely ignoring the fact the the seller did not package correctly. What they need is to have public feedback on there sellers website and this would all have been avoided. The seller would not be pleased if she had to account for her mistake in public view. Sincerely [redacted]
Initial Business Response /* (1000, 5, 2014/11/06) */
Hello,
This is an unfortunate, and rather unusual situation.
As indicated in the complaint, the transaction took place in February of 2012 (2/26/2012). Ruby Lane has a fair complaint window of 90 days, and this matter clearly falls...
far outside of that time-frame.
Please refer to the last bullet point of the 'Additional Return Policy Information' section of Ruby Lane's Site-Wide Return Policy, found by clicking Help on any Ruby Lane page, and copied in part below:
"If you have any complaint against a shop owner concerning a Ruby Lane purchase, you need to contact Ruby Lane Customer Support within 3 months (90 days) of the original purchase date for Ruby Lane to assist with the complaint."
We do sincerely apologize, but considering the excessive lapse in time, Ruby Lane is unable to assist with this matter.
Kindest Regards,
[redacted]
SVP of Customer Support
Ruby Lane, Inc.
Initial Consumer Rebuttal /* (3000, 7, 2014/11/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The Butler & Butler Gallery on RubyLane.com published motto states: We guarantee all of our fine merchandise to be OLD, ANTIQUE, and in the condition we state!!
The Butler & Butler Gallery on RubyLane.com listing and receipt dated February 26, 2012 clearly stated:
Description: Vintage French Mid-Century Moderne Tapestry "Oiseaux Lyre" by Man Ray, CA.1960's, Item #:RL-770
In October 2014, an insurance appraiser informed me that Butler & Butler on RubyLane.com falsely misrepresented the tapestry. On November 4, 2014, the tapestry manufacturer, Robert Four, confirmed in an email that the artist was [redacted] (b. 1933), and NOT [redacted].
The statute of limitations for fraud is three years after discovery in California. In Florida, a legal action must be begun within 12 years after the date of the commission of the alleged fraud, regardless of the date the fraud was or should have been discovered. http://statelaws.findlaw.com/california-law/california-civil-statute-of-limitati...⇄ http://www.leg.state.fl.us/statutes/index.cfm?App_mode=Display_Statute&URL=X...⇄ />
In this case of fraud, the state laws supersede the arbitrary 90 day RubyLane.com policy.
Final Business Response /* (4000, 10, 2014/11/24) */
Hello,
Based on the email from Ruby Lane Customer Support, copied below, it appears that [redacted] has contacted [redacted] from Butler & Butler, and a potential resolution is in progress.
Dear [redacted]
In October 2014, my insurance carrier requested that I have my art collection appraised. The appraiser raised the suspicion that the Butler & Butler Gallery at Ruby Lane: Ruby Lane representation of the Vintage French Mid-Century Moderne Tapestry "Oiseaux Lyre" by Man Ray, CA.1960's was NOT by Man Ray, because another was recently listed on https://www.expertissim.com.
I have been in contact with [redacted] of the Butler & Butler Gallery at Ruby Lane and we are hopefully proceeding to a resolution. I have requested the prepayment shipping return and the $1,550.00 refund of the item that was purchased on RubyLane in February 2012.
Since 2011, I purchased almost $15,000 on of art from RubyLane vendors. I understand that RubyLane has a 3 month return policy. But, in an instance of the misrepresentation of the merchandise, there should be an exception, especially if the discovery occurred after the established deadline.
In common law systems, the statute of limitations is one year after discovery. In this instance the deadline should be October 2015.
Sincerely,
[redacted]
Ruby Lane has received no further correspondence on the matter.
Kind regards,
[redacted]
SVP of Customer Support
Ruby Lane, Inc.
Final Consumer Response /* (4200, 12, 2014/11/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A resolution is NOT in progress.
On November 3, 2014, RubyLane responded that they would not be able to intervene on my behalf under the circumstances. They suggested that I contact the shop owner, Butler & Butler Gallery.
On November 4, 2014, the shop owner, Sandra Butler of Butler & Butler Gallery on RubyLane.com refused to comply with my request for a return and refund of the tapestry that was falsely misrepresented as an original artwork by the famous artist, Man Ray.
On November 5, 2014, I filed the complaint with the Revdex.com. There has been no further communication from Sandra Butler or RubyLane.com.
Initial Business Response /* (1000, 5, 2015/02/13) */
Contact Name and Title: [redacted], SVP of CS
Contact Phone: [redacted]
Contact Email: [redacted]@rubylane.com
We are sorry to hear that Ruby Lane is not a good fit for this customer.
As requested, the refund of $100 has been issued via...
Amazon Payments on 2/13/2015. As Ruby Lane did not receive a Refund Request, this was not in our system as such.
We are sorry for the delay and appreciate your understanding.
Initial Consumer Rebuttal /* (2000, 7, 2015/02/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They responded & issued refund.
Initial Business Response /* (1000, 8, 2014/09/04) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]@rubylane.com
August 14, 2014: Ruby Lane was contacted by [redacted] regarding her dissatisfaction regarding Purchase Order #XXXXXXX.
August 15, 2014:...
Ruby Lane replied to [redacted], indicating that all purchases are covered by Ruby Lane's site-wide Return Policy, which specifically indicates "If you are not pleased with your Ruby Lane purchase, simply contact the shop owner where you bought the item by email or phone within 3 days of delivery of your item to arrange for its return and a refund of the purchase price, less a restocking fee if stated in the shop owner's Terms Of Sale at the time of purchase."
August 15, 2014: [redacted] indicated that she was not satisfied with the remedy provided in the Return Policy, and that she would be contacting the Revdex.com and filing a complaint with her credit card company.
August 15, 2014: Ruby Lane contacted the shop owner regarding the situation, and asked that consideration be made regarding not charging the restocking fee, which was indicated in the shops Terms of Sale at the time of purchase. Fortunately, the shop owner did agree to waive the restocking fee.
The Ruby Lane Return Policy does not account for defects, or condition issues with an item. Also, Ruby Lane has never seen or held the item in question, and the seller and buyer have conflicting statements about the odors indicated by the buyer. The seller wrote about the purse after it was returned "I had someone else smell purse, paper, and box- no smell of smoke, only a box smell, paper smell, and old used purse smell perhaps."
The purse was returned to the shop owner, who issued a refund of $55, which was the original purchase price.
We are sorry that this transaction did not meet with [redacted]'s approval. We take all complaints about our shop owners seriously, and we monitor shops that have received complaints. Shops that receive excessive buyer complaints are not allowed to sell on Ruby Lane.
Please accept our sincere apologies for the delay in responding to this complaint.
Initial Consumer Rebuttal /* (3000, 10, 2014/09/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am snot satisfied with the response from Ruby Lnae and the seller. While I was refunded the purchase price, I am still out 23.25 - the cost for the original and return shipping, nearly half the price of the purse. While I realize I am in a she said/she said argument with the seller over the odors in the purse, she does admit it smells, which was never stated in the original listing. I can only re-iterate the purse and the packaging still reeked of smoke after being aired out after 3 days. I will also add that although Ruby Lane promises refunds within 3 days of return, I was not refunded in 3 days.
I feel Ruby Lane has not lived up to their guarantee "All open shops are required to follow an ongoing, standard set of quality guidelines to help ensure that all items you see for sale are genuine, and accurately represented." I do feel that the purse, given its odors was not accurately represented. I am disappointed with Ruby Lane's response and will definitely not be doing business with any of their entities again.
Final Business Response /* (4000, 12, 2014/09/18) */
Hello,
This situation is unfortunate, and their appears to be a conflict in the reported condition of the purse. The buyer says it smelled and the shop says nothing out of the ordinary. In cases such as this, Ruby Lane cannot side with either party, but must require that the shop follows the letter of the site-wide return policy, as well as the shop's Terms of Sale.
In this case, our intervention prevented the shop owner from charging the allowed Restocking Fee, as outlined in their Terms of Sale. The refund issued was for the full purchase price. However, it is not clear if the refund was not issued within 3 days or not received within 3 days.
Please refer to our previous reply of September 4, 2014, copied below.
The Ruby Lane Return Policy does not account for defects, or condition issues with an item. Also, Ruby Lane has never seen or held the item in question, and the seller and buyer have conflicting statements about the odors indicated by the buyer. The seller wrote about the purse after it was returned "I had someone else smell purse, paper, and box- no smell of smoke, only a box smell, paper smell, and old used purse smell perhaps."
The purse was returned to the shop owner, who issued a refund of $55, which was the original purchase price.
We are sorry that this transaction did not meet with [redacted]'s approval. We take all complaints about our shop owners seriously, and we monitor shops that have received complaints. Shops that receive excessive buyer complaints are not allowed to sell on Ruby Lane.
Respectfully,
[redacted]
SVP of Customer Support
Final Consumer Response /* (4200, 16, 2014/09/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will not accept Ruby Lane's proposal. I will only be satisfied with a full refund of the purchase price and reimbursement for shipping (78.25). I was sold a purse that reeked of smoke, returned it to the seller who received it 8/20/14, who will say it smelled old, and was sent a refund on 8/24 - 4 days after the return. I can provide proof of the seller receiving it and when I received the refund. Furthermore, the seller has relisted the item for less than I paid.
I received my merchandise in excellent condition My glassware was packed meticulously and was received within days of purchase
Tiger Lily Emporium is super efficient, quick response, amazingly fast delivery and gorgeous pin at a very reasonable priceAll in all, a great experience
Initial Business Response /* (1000, 5, 2015/05/21) */
Hello,
Ruby Lane has no registered member with the email address ***@gmail.com, or with the name *** ***
No mention of the Purchase Order number was made in the Revdex.com complaint, which would help us narrow down the
information we need
Also, we notice under ADDITIONAL DETAILS:
Case is being handled by another organization: PayPal, Ebay
Is it possible this purchase was made on Ebay?
Ruby Lane's Return Policy specifically indicates:
If you have any complaint against a shop owner concerning a Ruby Lane purchase, you need to contact Ruby Lane Customer Support within months (days) of the original purchase date for Ruby Lane to assist with the complaint
It appears this transaction took place in December, and would now be well outside the complaint process
However, we are still interested to know the details of this transaction, and would appreciate the purchase order # for the transaction
Thank You,
Ruby Lane Customer Support
Initial Business Response /* (1000, 5, 2015/05/22) */
Contact Name and Title: *** ***/SVP Cst Support
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@rubylane.com
Hello ***,
I am sorry you are experiencing some email/password *** on Ruby Lane
I personally called you on May
19th, at 9:29am EST, and left a message regarding the situation with your accountThe message was about seconds longMy message also contained my name and direct phone number, and an invitation to please return my callPlease see the attached telephone call log
Unfortunately, ATT has blocked Ruby Lane email from being delivered to all our customers with ATT.NET emailWhen you try to reset your password, the email is sent to you, but blocked by your mail providerI have included a copy of the mail log from our server to illustrate the area of difficultyYou can likely find the times (Pacific) in the mail logs to match up with your password *** attempts
While we have requested to be unblocked by ATT, the process appears to be taking considerably longer than we had hoped, you can contact your mail provider and tell them that you want to receive correspondence from RubyLane.comMeantime, we are striving to have the issue resolved as quickly as possible
You might also consider switching to a web based email, such as gmail.com, which is generally problem freeYou might also make the change just as a temporary fix until ATT.NET email is 100% operational for Ruby Lane
As a temporary workaround, I am emailing you a temporary password *** a Gmail email address ***@gmail.com (replies to this email address will only be monitored temporarily)You will be able to sign in using your email and the temporary password, but you will likely still not be able to receive email from Ruby LaneIf you would like to change your email address, you can sign in and do that from your My Account page
Again, I am sorry for the inconvenience, we would never ignore a member of Ruby LaneRegarding Live Chat: It has been extremely busy the past two weeks, and we have been handling as many Live Chats possibleUltimately, there are occasions when it may seem impossible to reach someone on Live help
Kindest regards,
*** ***
Senior Vice President of Customer Support
Ruby Lane, Inc
Initial Consumer Rebuttal /* (3000, 8, 2015/05/22) */
Dear *** ***:
I was contacted today by *** ***, VP of Customer Support for Ruby LaneHe provided me with a temporary password *** I was able to regain access to the accountI consider this matter closed, and thank you very much for your help and support
For your records, here is an edited transcript of the email between *** *** and myself:
Dear *** ***:
I have now successfully changed my passwordThank you for providing me with a temporary password ** access my account
With respect, while I understand the technological issues surrounding AT&T, I don't think it is my duty as a customer to have to change my email address or spend time on the telephone resolving something that shouldn't exist to begin withThis is not my issue, it is your issueA email from a separate address to all of your AT&T customers would have prevented a lot, at least for me
All I tried to do was follow the rules as laid out on your website and none of those worked for me
But again, I thank you for your help in resolving my issue and answering my concernsI appreciate that very much
Regards,
*** ***
From: Customer Support To: ***@att.net Sent: Friday, May 22, XXXX X:XX AM Subject: Ruby Lane Password *** from Revdex.com Complaint reply:
Hello ***,
I am sorry you are experiencing some email/password *** on Ruby Lane
I personally called you on May 19th, at 9:29am EST, and left a message regarding the situation with your accountThe message was about seconds longMy message also contained my name and direct phone number, and an invitation to please return my callPlease see the attached telephone call log
Unfortunately, ATT has blocked Ruby Lane email from being delivered to all our customers with ATT.NET emailWhen you try to reset your password, the email is sent to you, but blocked by your mail providerI have included a copy of the mail log from our server to illustrate the area of difficultyYou can likely find the times (Pacific) in the mail logs to match up with your password *** attempts
While we have requested to be unblocked by ATT, the process appears to be taking considerably longer than we had hoped, you can contact your mail provider and tell them that you want to receive correspondence from RubyLane.comMeantime, we are striving to have the issue resolved as quickly as possible
You might also consider switching to a web based email, such as gmail.com, which is generally problem freeYou might also make the change just as a temporary fix until ATT.NET email is 100% operational for Ruby Lane
As a temporary workaround, I am emailing you a temporary password
Again, I am sorry for the inconvenience, we would never ignore a member of Ruby LaneRegarding Live Chat: It has been extremely busy the past two weeks, and we have been handling as many Live Chats possibleUltimately, there are occasions when it may seem impossible to reach someone on Live help
Kindest regards,
*** ***
Senior Vice President of Customer Support
Ruby Lane, Inc
Final Consumer Response /* (2000, 17, 2015/06/18) */
Dear *** ***:
The business did respond and addressed my issueI wrote back to you to let you know, so I don't understand why you think I am not satisfied
Thanks,
*** ***
Initial Business Response /* (1000, 9, 2014/10/03) */
Hello,
Ruby Lane Customer Support does not get involved in Layaway transactions. The reason is that there can be so many variations in payments, shipping, timing, etc.
However, we always inquire with the shop owner to determine...
what may have happened, and we always urge the shop owner to try and remedy every situation to the satisfaction of both parties. Unfortunately, that is not always possible.
When our customer support team was notified by the buyer on Friday, September 12, 2014, we immediately contacted the shop owner on the buyers behalf.
When we contacted the shop owner, we referred to the Damaged Item procedure, indicated in our Return Policy, copied in part below:
"Damaged Item Procedure
Please do not return items damaged in shipment, as doing so will void the shipping insurance.
To begin the process, please contact the shop owner and alert them to the damage.
Claims should be made through the original shipping agent. Guidelines for insurance claims vary by carrier so please check with the carrier for specific instructions.
Be sure to retain all original packaging as well as all pieces of the damaged item, as the shipping agent will request to examine them.
In the event that you, the recipient, files the claim, the shop owner will provide you with the necessary insurance information.
For information on filing a claim through the following carriers, visit:
United States Postal Service: http://www.usps.com"
On September 12, the buyer returned the item to the seller, which automatically voids any possibility of an insurance claim being filed.
It also appears that on September 12, the buyer filed a case with PayPal, the payment provider. The case was determined in favor of the seller.
Ruby Lane's Return Policy, which specifically addressed Layaway transactions, is posted on various areas of the site. Additionally, on the Shop's Home page, there is a link to the Terms of Sale, which are copied in part below:
Layaway Policy
This shop offers a layaway plan for purchases. The Ruby Lane Return Policy does not apply to layaway purchases, and Layaway Plans may vary by shop. It is extremely important to read and understand this shops Layaway Plan below, and clarify any terms with the individual shop owner before you enter into a Layaway Plan agreement.
The Terms of Sale are also printed on the email receipt the buyer received at the time of purchase. Please understand that Ruby Lane makes every attempt to let buyers know the terms before they enter into a transaction with a shop.
Thank you for your time and attention.
Kindest regards,
[redacted]
Senior Vice President of Customer Support
Ruby Lane, Inc.
Initial Consumer Rebuttal /* (3000, 11, 2014/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The seller of this antique doll, did not provide enough packaging to protect the inside of the head. It was not a claim for the USPS. That would have been a fraudulent claim. I did speak to a representative at Paypal. and they do not process or provide assistance on layaway claims which this was. If I had made one payment, this claim would have been in my favor. The seller is clearly responsible for the damages. Originally she was going to accept this damaged doll back until she changed her mind. The seller is in the wrong and is getting away with my $500.00 in her wallet.
Final Business Response /* (4000, 13, 2014/10/22) */
Hello,
The staff at Ruby Lane understands this is a very unfortunate situation. However, as indicated in our previous correspondence, the Ruby Lane Return Policy does not apply to Layaway transactions.
The form of remedy originally available was to file a damage claim with the shipper. The item apparently arrived damaged, and generally shipping a item damaged in shipping (after purchase) back to the sender would void the shipping insurance. Based on the information provided to Ruby Lane customer support, that is what happened.
Insurance claims are adjudicated by the carrier, or their insurance company, in this case it was the USPS. The burden of determining what damage occurred during shipping was supposed to fall to the USPS, not the buyer. By not filing an insurance claim, and sending the item back to the seller, the insurance was effectively voided.
Ruby Lane has been in correspondence with the seller, who also denies any wrong-doing, and Ruby Lane cannot take sides, nor can we be of further assistance.
We are not indifferent to the difficulties experienced by [redacted], but it appears that the Damaged Item Procedure, copied below, were not followed as prescribed.
Damaged Item Procedure
Please do not return items damaged in shipment, as doing so will void the shipping insurance.
Damage claims can only be made on items shipped with insurance.
Ruby Lane requires that all shipments be insured unless declined by the buyer using the Decline Insurance option during the checkout process. Each shop shall determine if they allow a buyer the option to decline insurance on the shipment of an item at the time they list their item for sale. If a buyer requests that an item not be shipped insured, using the Decline Insurance option at Checkout, the shop owner is then not responsible for loss or damage to that item in shipping.
To begin the process, please contact the shop owner and alert them to the damage.
Claims should be made through the original shipping agent. Guidelines for insurance claims vary by carrier so please check with the carrier for specific instructions.
Be sure to retain all original packaging as well as all pieces of the damaged item, as the shipping agent will request to examine them.
In the event that you, the recipient, files the claim, the shop owner will provide you with the necessary insurance information.
For information on filing a claim through the following carriers, visit:*
United States Postal Service: http://www.usps.com
United Parcel Service: http://www.ups.com
Federal Express: http://www.fedex.com
DHL: http://www.dhl.com
* Note that not all shops ship via the above carriers, and that some shops insure their shipments via a 3rd party insurance agent, not that of the carrier. Be sure to contact the shop so that they may handle, or guide you through the process.
Kindest Regards,
[redacted]
SVP of Customer Service
Shop . Sell . Relax
Antiques & Art, Vintage Collectibles and Jewelry
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Final Consumer Response /* (4200, 19, 2014/11/04) */
[redacted], this complaint is going around in circles. All Rudy Lane is doing is giving me pre- printed rules and regulations and completely ignoring the fact the the seller did not package correctly. What they need is to have public feedback on there sellers website and this would all have been avoided. The seller would not be pleased if she had to account for her mistake in public view. Sincerely [redacted]
Initial Business Response /* (1000, 5, 2014/11/06) */
Hello,
This is an unfortunate, and rather unusual situation.
As indicated in the complaint, the transaction took place in February of 2012 (2/26/2012). Ruby Lane has a fair complaint window of 90 days, and this matter clearly falls...
far outside of that time-frame.
Please refer to the last bullet point of the 'Additional Return Policy Information' section of Ruby Lane's Site-Wide Return Policy, found by clicking Help on any Ruby Lane page, and copied in part below:
"If you have any complaint against a shop owner concerning a Ruby Lane purchase, you need to contact Ruby Lane Customer Support within 3 months (90 days) of the original purchase date for Ruby Lane to assist with the complaint."
We do sincerely apologize, but considering the excessive lapse in time, Ruby Lane is unable to assist with this matter.
Kindest Regards,
[redacted]
SVP of Customer Support
Ruby Lane, Inc.
Initial Consumer Rebuttal /* (3000, 7, 2014/11/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The Butler & Butler Gallery on RubyLane.com published motto states: We guarantee all of our fine merchandise to be OLD, ANTIQUE, and in the condition we state!!
The Butler & Butler Gallery on RubyLane.com listing and receipt dated February 26, 2012 clearly stated:
Description: Vintage French Mid-Century Moderne Tapestry "Oiseaux Lyre" by Man Ray, CA.1960's, Item #:RL-770
In October 2014, an insurance appraiser informed me that Butler & Butler on RubyLane.com falsely misrepresented the tapestry. On November 4, 2014, the tapestry manufacturer, Robert Four, confirmed in an email that the artist was [redacted] (b. 1933), and NOT [redacted].
The statute of limitations for fraud is three years after discovery in California. In Florida, a legal action must be begun within 12 years after the date of the commission of the alleged fraud, regardless of the date the fraud was or should have been discovered.
http://statelaws.findlaw.com/california-law/california-civil-statute-of-limitati...⇄
http://www.leg.state.fl.us/statutes/index.cfm?App_mode=Display_Statute&URL=X...⇄ /> In this case of fraud, the state laws supersede the arbitrary 90 day RubyLane.com policy.
Final Business Response /* (4000, 10, 2014/11/24) */
Hello,
Based on the email from Ruby Lane Customer Support, copied below, it appears that [redacted] has contacted [redacted] from Butler & Butler, and a potential resolution is in progress.
Dear [redacted]
In October 2014, my insurance carrier requested that I have my art collection appraised. The appraiser raised the suspicion that the Butler & Butler Gallery at Ruby Lane: Ruby Lane representation of the Vintage French Mid-Century Moderne Tapestry "Oiseaux Lyre" by Man Ray, CA.1960's was NOT by Man Ray, because another was recently listed on https://www.expertissim.com.
I have been in contact with [redacted] of the Butler & Butler Gallery at Ruby Lane and we are hopefully proceeding to a resolution. I have requested the prepayment shipping return and the $1,550.00 refund of the item that was purchased on RubyLane in February 2012.
Since 2011, I purchased almost $15,000 on of art from RubyLane vendors. I understand that RubyLane has a 3 month return policy. But, in an instance of the misrepresentation of the merchandise, there should be an exception, especially if the discovery occurred after the established deadline.
In common law systems, the statute of limitations is one year after discovery. In this instance the deadline should be October 2015.
Sincerely,
[redacted]
Ruby Lane has received no further correspondence on the matter.
Kind regards,
[redacted]
SVP of Customer Support
Ruby Lane, Inc.
Final Consumer Response /* (4200, 12, 2014/11/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A resolution is NOT in progress.
On November 3, 2014, RubyLane responded that they would not be able to intervene on my behalf under the circumstances. They suggested that I contact the shop owner, Butler & Butler Gallery.
On November 4, 2014, the shop owner, Sandra Butler of Butler & Butler Gallery on RubyLane.com refused to comply with my request for a return and refund of the tapestry that was falsely misrepresented as an original artwork by the famous artist, Man Ray.
On November 5, 2014, I filed the complaint with the Revdex.com. There has been no further communication from Sandra Butler or RubyLane.com.
Initial Business Response /* (1000, 5, 2015/02/13) */
Contact Name and Title: [redacted], SVP of CS
Contact Phone: [redacted]
Contact Email: [redacted]@rubylane.com
We are sorry to hear that Ruby Lane is not a good fit for this customer.
As requested, the refund of $100 has been issued via...
Amazon Payments on 2/13/2015. As Ruby Lane did not receive a Refund Request, this was not in our system as such.
We are sorry for the delay and appreciate your understanding.
Initial Consumer Rebuttal /* (2000, 7, 2015/02/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They responded & issued refund.
Initial Business Response /* (1000, 8, 2014/09/04) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]@rubylane.com
August 14, 2014: Ruby Lane was contacted by [redacted] regarding her dissatisfaction regarding Purchase Order #XXXXXXX.
August 15, 2014:...
Ruby Lane replied to [redacted], indicating that all purchases are covered by Ruby Lane's site-wide Return Policy, which specifically indicates "If you are not pleased with your Ruby Lane purchase, simply contact the shop owner where you bought the item by email or phone within 3 days of delivery of your item to arrange for its return and a refund of the purchase price, less a restocking fee if stated in the shop owner's Terms Of Sale at the time of purchase."
August 15, 2014: [redacted] indicated that she was not satisfied with the remedy provided in the Return Policy, and that she would be contacting the Revdex.com and filing a complaint with her credit card company.
August 15, 2014: Ruby Lane contacted the shop owner regarding the situation, and asked that consideration be made regarding not charging the restocking fee, which was indicated in the shops Terms of Sale at the time of purchase. Fortunately, the shop owner did agree to waive the restocking fee.
The Ruby Lane Return Policy does not account for defects, or condition issues with an item. Also, Ruby Lane has never seen or held the item in question, and the seller and buyer have conflicting statements about the odors indicated by the buyer. The seller wrote about the purse after it was returned "I had someone else smell purse, paper, and box- no smell of smoke, only a box smell, paper smell, and old used purse smell perhaps."
The purse was returned to the shop owner, who issued a refund of $55, which was the original purchase price.
We are sorry that this transaction did not meet with [redacted]'s approval. We take all complaints about our shop owners seriously, and we monitor shops that have received complaints. Shops that receive excessive buyer complaints are not allowed to sell on Ruby Lane.
Please accept our sincere apologies for the delay in responding to this complaint.
Initial Consumer Rebuttal /* (3000, 10, 2014/09/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am snot satisfied with the response from Ruby Lnae and the seller. While I was refunded the purchase price, I am still out 23.25 - the cost for the original and return shipping, nearly half the price of the purse. While I realize I am in a she said/she said argument with the seller over the odors in the purse, she does admit it smells, which was never stated in the original listing. I can only re-iterate the purse and the packaging still reeked of smoke after being aired out after 3 days. I will also add that although Ruby Lane promises refunds within 3 days of return, I was not refunded in 3 days.
I feel Ruby Lane has not lived up to their guarantee "All open shops are required to follow an ongoing, standard set of quality guidelines to help ensure that all items you see for sale are genuine, and accurately represented." I do feel that the purse, given its odors was not accurately represented. I am disappointed with Ruby Lane's response and will definitely not be doing business with any of their entities again.
Final Business Response /* (4000, 12, 2014/09/18) */
Hello,
This situation is unfortunate, and their appears to be a conflict in the reported condition of the purse. The buyer says it smelled and the shop says nothing out of the ordinary. In cases such as this, Ruby Lane cannot side with either party, but must require that the shop follows the letter of the site-wide return policy, as well as the shop's Terms of Sale.
In this case, our intervention prevented the shop owner from charging the allowed Restocking Fee, as outlined in their Terms of Sale. The refund issued was for the full purchase price. However, it is not clear if the refund was not issued within 3 days or not received within 3 days.
Please refer to our previous reply of September 4, 2014, copied below.
The Ruby Lane Return Policy does not account for defects, or condition issues with an item. Also, Ruby Lane has never seen or held the item in question, and the seller and buyer have conflicting statements about the odors indicated by the buyer. The seller wrote about the purse after it was returned "I had someone else smell purse, paper, and box- no smell of smoke, only a box smell, paper smell, and old used purse smell perhaps."
The purse was returned to the shop owner, who issued a refund of $55, which was the original purchase price.
We are sorry that this transaction did not meet with [redacted]'s approval. We take all complaints about our shop owners seriously, and we monitor shops that have received complaints. Shops that receive excessive buyer complaints are not allowed to sell on Ruby Lane.
Respectfully,
[redacted]
SVP of Customer Support
Final Consumer Response /* (4200, 16, 2014/09/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will not accept Ruby Lane's proposal. I will only be satisfied with a full refund of the purchase price and reimbursement for shipping (78.25). I was sold a purse that reeked of smoke, returned it to the seller who received it 8/20/14, who will say it smelled old, and was sent a refund on 8/24 - 4 days after the return. I can provide proof of the seller receiving it and when I received the refund. Furthermore, the seller has relisted the item for less than I paid.