I was so upset to put a layaway down for two items of jewellery.
I paid $150 USD towards the item's and had to cancel the layaway due to personal hardship.
The seller refused to refund my any money. I am happy to give $50 USD for the inconvenience but wanted $100 USD returned. Made me feel even worse by me begging for a return and told me it was a sob story.
I have purchased from Ruby Lane for many years and never been made to feel so terrible. The seller had me in tears.
Initial Business Response / [redacted] (1000, 5, 2015/02/13) */ Contact Name and Title: [redacted] ***, SVP of CS Contact Phone: [redacted] Contact Email: ***@rubylane.com We are sorry to hear that Ruby Lane is not a good fit for this customer As requested, the refund of $has been issued via Amazon Payments on 2/13/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 / [redacted] (2000, 7, 2015/02/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) They responded & issued refund
Initial Business Response / [redacted] (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 (2/26/2012)Ruby Lane has a fair complaint window of 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 months (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 / [redacted] (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, clearly stated: Description: Vintage French Mid-Century Moderne Tapestry "Oiseaux Lyre" by Man Ray, CA.1960's, Item #:RL- In October 2014, an insurance appraiser informed me that Butler & Butler on RubyLane.com falsely misrepresented the tapestryOn November 4, 2014, the tapestry manufacturer, Robert Four, confirmed in an email that the artist was [redacted] (b1933), and NOT [redacted] *** The statute of limitations for fraud is three years after discovery in CaliforniaIn Florida, a legal action must be begun within 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=XXXX-...⇄ In this case of fraud, the state laws supersede the arbitrary day RubyLane.com policy Final Business Response / [redacted] (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 appraisedThe 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 resolutionI have requested the prepayment shipping return and the $1,refund of the item that was purchased on RubyLane in February Since 2011, I purchased almost $15,on of art from RubyLane vendorsI understand that RubyLane has a month return policyBut, 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 discoveryIn this instance the deadline should be October 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 / [redacted] (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 circumstancesThey 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.comThere has been no further communication from Sandra Butler or RubyLane.com
Initial Business Response / [redacted] (1000, 9, 2014/10/03) */ Hello, Ruby Lane Customer Support does not get involved in Layaway transactionsThe 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 partiesUnfortunately, 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 agentGuidelines 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 providerThe 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 siteAdditionally, 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 purchasesThe Ruby Lane Return Policy does not apply to layaway purchases, and Layaway Plans may vary by shopIt 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 purchasePlease 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 / [redacted] (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 headIt was not a claim for the USPSThat would have been a fraudulent claimI did speak to a representative at Paypaland they do not process or provide assistance on layaway claims which this wasIf I had made one payment, this claim would have been in my favorThe seller is clearly responsible for the damagesOriginally she was going to accept this damaged doll back until she changed her mindThe seller is in the wrong and is getting away with my $in her wallet Final Business Response / [redacted] (4000, 13, 2014/10/22) */ Hello, The staff at Ruby Lane understands this is a very unfortunate situationHowever, 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 shipperThe item apparently arrived damaged, and generally shipping a item damaged in shipping (after purchase) back to the sender would void the shipping insuranceBased 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 USPSThe burden of determining what damage occurred during shipping was supposed to fall to the USPS, not the buyerBy 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 processEach 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 saleIf 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 agentGuidelines 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: [redacted] 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 [redacted] 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 carrierBe 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 / [redacted] (4200, 19, 2014/11/04) */ ***, this complaint is going around in circlesAll Rudy Lane is doing is giving me pre- printed rules and regulations and completely ignoring the fact the the seller did not package correctlyWhat they need is to have public feedback on there sellers website and this would all have been avoidedThe seller would not be pleased if she had to account for her mistake in public viewSincerely [redacted]
Initial Business Response / [redacted] (1000, 8, 2014/09/04) */ Contact Name and Title: [redacted] Contact Phone: [redacted] Contact Email: ***@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 ***, 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 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 purchaseFortunately, 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 itemAlso, 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 buyerThe 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 approvalWe take all complaints about our shop owners seriously, and we monitor shops that have received complaintsShops 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 / [redacted] (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 sellerWhile I was refunded the purchase price, I am still out - the cost for the original and return shipping, nearly half the price of the purseWhile 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 listingI can only re-iterate the purse and the packaging still reeked of smoke after being aired out after daysI will also add that although Ruby Lane promises refunds within days of return, I was not refunded in 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 representedI am disappointed with Ruby Lane's response and will definitely not be doing business with any of their entities again Final Business Response / [redacted] (4000, 12, 2014/09/18) */ Hello, This situation is unfortunate, and their appears to be a conflict in the reported condition of the purseThe buyer says it smelled and the shop says nothing out of the ordinaryIn 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 SaleThe refund issued was for the full purchase priceHowever, it is not clear if the refund was not issued within days or not received within 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 itemAlso, 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 buyerThe 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 approvalWe take all complaints about our shop owners seriously, and we monitor shops that have received complaintsShops that receive excessive buyer complaints are not allowed to sell on Ruby Lane Respectfully, [redacted] SVP of Customer Support Final Consumer Response / [redacted] (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 proposalI 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/- days after the returnI can provide proof of the seller receiving it and when I received the refundFurthermore, the seller has relisted the item for less than I paid
I paid $150 USD towards the item's and had to cancel the layaway due to personal hardship.
The seller refused to refund my any money. I am happy to give $50 USD for the inconvenience but wanted $100 USD returned. Made me feel even worse by me begging for a return and told me it was a sob story.
I have purchased from Ruby Lane for many years and never been made to feel so terrible. The seller had me in tears.
Initial Business Response / [redacted] (1000, 5, 2015/02/13) */ Contact Name and Title: [redacted] ***, SVP of CS Contact Phone: [redacted] Contact Email: ***@rubylane.com We are sorry to hear that Ruby Lane is not a good fit for this customer As requested, the refund of $has been issued via Amazon Payments on 2/13/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 / [redacted] (2000, 7, 2015/02/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) They responded & issued refund
Initial Business Response / [redacted] (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 (2/26/2012)Ruby Lane has a fair complaint window of 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 months (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 / [redacted] (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, clearly stated: Description: Vintage French Mid-Century Moderne Tapestry "Oiseaux Lyre" by Man Ray, CA.1960's, Item #:RL- In October 2014, an insurance appraiser informed me that Butler & Butler on RubyLane.com falsely misrepresented the tapestryOn November 4, 2014, the tapestry manufacturer, Robert Four, confirmed in an email that the artist was [redacted] (b1933), and NOT [redacted] *** The statute of limitations for fraud is three years after discovery in CaliforniaIn Florida, a legal action must be begun within 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=XXXX-...⇄ In this case of fraud, the state laws supersede the arbitrary day RubyLane.com policy Final Business Response / [redacted] (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 appraisedThe 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 resolutionI have requested the prepayment shipping return and the $1,refund of the item that was purchased on RubyLane in February Since 2011, I purchased almost $15,on of art from RubyLane vendorsI understand that RubyLane has a month return policyBut, 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 discoveryIn this instance the deadline should be October 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 / [redacted] (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 circumstancesThey 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.comThere has been no further communication from Sandra Butler or RubyLane.com
Initial Business Response / [redacted] (1000, 9, 2014/10/03) */ Hello, Ruby Lane Customer Support does not get involved in Layaway transactionsThe 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 partiesUnfortunately, 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 agentGuidelines 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 providerThe 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 siteAdditionally, 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 purchasesThe Ruby Lane Return Policy does not apply to layaway purchases, and Layaway Plans may vary by shopIt 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 purchasePlease 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 / [redacted] (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 headIt was not a claim for the USPSThat would have been a fraudulent claimI did speak to a representative at Paypaland they do not process or provide assistance on layaway claims which this wasIf I had made one payment, this claim would have been in my favorThe seller is clearly responsible for the damagesOriginally she was going to accept this damaged doll back until she changed her mindThe seller is in the wrong and is getting away with my $in her wallet Final Business Response / [redacted] (4000, 13, 2014/10/22) */ Hello, The staff at Ruby Lane understands this is a very unfortunate situationHowever, 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 shipperThe item apparently arrived damaged, and generally shipping a item damaged in shipping (after purchase) back to the sender would void the shipping insuranceBased 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 USPSThe burden of determining what damage occurred during shipping was supposed to fall to the USPS, not the buyerBy 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 processEach 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 saleIf 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 agentGuidelines 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: [redacted] 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 [redacted] 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 carrierBe 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 / [redacted] (4200, 19, 2014/11/04) */ ***, this complaint is going around in circlesAll Rudy Lane is doing is giving me pre- printed rules and regulations and completely ignoring the fact the the seller did not package correctlyWhat they need is to have public feedback on there sellers website and this would all have been avoidedThe seller would not be pleased if she had to account for her mistake in public viewSincerely [redacted]
Initial Business Response / [redacted] (1000, 8, 2014/09/04) */ Contact Name and Title: [redacted] Contact Phone: [redacted] Contact Email: ***@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 ***, 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 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 purchaseFortunately, 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 itemAlso, 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 buyerThe 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 approvalWe take all complaints about our shop owners seriously, and we monitor shops that have received complaintsShops 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 / [redacted] (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 sellerWhile I was refunded the purchase price, I am still out - the cost for the original and return shipping, nearly half the price of the purseWhile 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 listingI can only re-iterate the purse and the packaging still reeked of smoke after being aired out after daysI will also add that although Ruby Lane promises refunds within days of return, I was not refunded in 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 representedI am disappointed with Ruby Lane's response and will definitely not be doing business with any of their entities again Final Business Response / [redacted] (4000, 12, 2014/09/18) */ Hello, This situation is unfortunate, and their appears to be a conflict in the reported condition of the purseThe buyer says it smelled and the shop says nothing out of the ordinaryIn 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 SaleThe refund issued was for the full purchase priceHowever, it is not clear if the refund was not issued within days or not received within 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 itemAlso, 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 buyerThe 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 approvalWe take all complaints about our shop owners seriously, and we monitor shops that have received complaintsShops that receive excessive buyer complaints are not allowed to sell on Ruby Lane Respectfully, [redacted] SVP of Customer Support Final Consumer Response / [redacted] (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 proposalI 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/- days after the returnI can provide proof of the seller receiving it and when I received the refundFurthermore, the seller has relisted the item for less than I paid