I wish I had read the reviews before ordering. Ordered glass mugs and never received them. Here's tracking number doesn't work either. I will be now complaining to consumer code
Bedrijf heeft geantwoord
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Order goods on Sunday payment taken Monday . Goods still not dispatched and will only be in their warehouse 15th then another three working days to get to me . Tried cancelling order and asking... Toon meer
Bedrijf heeft geantwoord
Ordered Sunday afternoon, delivered Tuesday lunchtime - no complaints there! The glasses I ordered are exactly as described and well packaged. Will definitely use again. One thing to note: Some ite... Toon meer
Bedrijf heeft geantwoord
Was concerned by some reviews saying items not received, etc but decided to give it a try and bought some double-walled coffee mugs and double-walled gravy jugs. They arrived promptly and very well p... Toon meer
Bedrijf heeft geantwoord
3,3
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Purchased an item but still havent…
Purchased an item but still havent received it well over a week later. No reference to follow up from Roov only chases to say that my Shopping Cart is Waiting with the item is still there, although I paid.
Really not impressed.
24 september 2024
Review zonder uitnodiging
Antwoord van Roov
Hi Derek.
Thank you for your recent review.
I'm just looking at your order for you and can see you purchased this on the 13th of September, it was then dispatched the same day and an email with tracking information sent to you.
Looking at the tracking it looks like they have tried to deliver but the business was closed so they were unable to do.
They will a further 2 times but if they are unable to it will be returned back to us. We would advise if it's unable to be delivered to contact the couriers and arrange collection.
I've checked your email address on the order and am unable to see any emails from you. Please feel free to contact us on contactus@roov.co.uk if you need further assistance.
Kind Regards,
Roov.
Order arrived on time good service
Order arrived on time . As described of good quality
1 augustus 2024
Review zonder uitnodiging
Antwoord van Roov
Hi Tracey.
Thank you for your recent review.
We're so pleased that your order has arrived on time and that you love the item :)
We appreciate you taking the time out of your day to leave us a review.
Kind regards & all the best,
Roov
I’ve received my order but no reference…
I’ve received my order but no reference number to return an item and unable to contact company as telephone number is invalid and wrote to Roov but no response! I will now have to go through my credit card company for a refund! Bad customer services
30 augustus 2024
Review zonder uitnodiging
Antwoord van Roov
Hi Alison.
Thank you for your recent review.
I'm really sorry that you're unhappy with the service given.
I've had a look at our email chain and can't see any complaints from you, just us giving you the returns information and you confirming it's being sent back.
As soon as it's received back as mentioned a full refund will be processed for you.
I can see we also responded to all emails within 48 hours (working days) so I'm unsure why you feel that you need to go to your credit card company - please get in touch with us regarding this and we'll do what we can to resolve your complaints.
I look forward to hearing from you.
Roov
I wish i'd read the reviews first!
I placed an order on 10/08. Received confirmation that the order had been dispatched from their warehouse on 12/08. It's now 22/08 and there's no sign of my order, no tracking information and no response from customer services. If I don't hear anything within the next 5 days I will have to raise a fraud claim with my credit card issuer.
UPDATE: Customer Services eventually contacted me and offered to issue a refund. I requested that the refund go to a separate account as unfortunately I had closed the credit card that I used to pay for the order. I just received notification this morning that the refund has been issued to that closed credit card. These people are something else!
10 augustus 2024
Review zonder uitnodiging
Antwoord van Roov
Hi Dom.
Thank you for your recent review.
I'm sorry that there was a delay in us replying to your emails, as mentioned previously we've been extremely busy at the moment and haven't been able to get back to customers as quickly as we normally would however, this is now resolved and we're back within our 48 hour response time :)
Unfortunately, it regards to refunds we're unable to issue a refund to another card - this is due to data protection and for security.
We appreciate that this must be frustrating but we can't send a payment to another bank, we apologize for this.
If you need any further help with getting this resolved with your bank please don't hesitate to contact us and we'll do all we can to resolve this for you.
Kind regards,
Roov
Happy with my item
Item arrived later than expected (2 weeks) but half the price of any other website.
19 augustus 2024
Review zonder uitnodiging
Antwoord van Roov
Hi.
Thank you for your recent review.
We're pleased to hear that you liked your item and that it was cheaper than most other places.
I can see the item you ordered is from our overflow warehouse which is why we state at the very top of the listing before you purchase to allow extra days for dispatch.
We will look into making this more clear though as we wouldn't want customers ordering and not being aware of this.
Thank you for taking the time out of your day to leave us a review - we really do appreciate this.
Kind regards,
Roov
This is scam company please do not…
This is scam company please do not purchase any items from them. I had ordered last week cups and it has not been delivered. Can't contact as the number provided in website does not ring. FRAUD
18 augustus 2024
Review zonder uitnodiging
Antwoord van Roov
Hi Komal.
I can assure you we are not a scam company and this is not fraud, please feel free to research the website and you'll see we are not a scam.
I can see your order was shipped the same day that your ordered, unfortunately, the courier tried to deliver but was unable to due to nobody being at the property. Due to this they've returned it back to us and a full refund has been processed.
I'm unable to see any contact from yourself, if you do ever have a problem please get in touch and we will do all we can to resolve any issues.
All the best,
Roov.
Wish I'd read the reviews before…
Wish I'd read the reviews before ordering. My parcel.never arrived. Couldn't contact them. Evri said not their problem. Roov were hopeless. Do not use
1 augustus 2024
Review zonder uitnodiging
Antwoord van Roov
Hi Alison.
Thank you for your recent review.
I'm sorry that your order wasn't delivered, as mentioned to you via email when you entered the address at checkout the house name was missing - this is why the parcel hasn't been delivered and is being returned back to us.
As mentioned once we receive the parcel back to us we'll process a full refund for you and notify you via email.
I appreciate this must be frustrating but we do ask that all customers make sure the address they are entering is correct and fully there to prevent these situations.
We'll be in touch with you shortly to confirm your refund.
Kind regards,
Roov
Not a great experience!
Placed order 31st July and delivery estimate 2-3 days. Heard nothing since and ignoring email and Facebook messages asking for an update.
Edit - after several promises of it being dispatched in the next few days, finally went for a refund as felt it was unlikely the item would arrive.
31 juli 2024
Review zonder uitnodiging
Antwoord van Roov
Hi Jamie.
Thank you for your review.
I can assure you that we are not a scam website.
I'm really sorry that there was an issue with the stock on your item and that the order was cancelled and refunded.
The item you purchased is held in an overflow warehouse and our systems showed the item in stock which is why you were able to purchase.
Unfortunately, once the item was picked in the warehouse to ship they noticed it wasn't available, this is due to a system error. This is rare to happen but unfortunately, can on some occasions.
I can see as soon as we were made aware of this a full refund was processed and we notified you via email.
All the best,
Roov.
Very happy with product
Very happy with product, delivery time was great with no problems.
7 augustus 2024
Review zonder uitnodiging
Antwoord van Roov
Hi Drew.
Thank you for your review.
Thank you so much for taking time out of your day to leave us a review, we really do appreciate this :)
We're really pleased to hear you're happy with your product and that the order arrived on time!
We look forward to hearing from you again in the future.
Kind regards,
Roov
Not true. Still haven't received refund. Second I have been told it will be in my account in the next 7 days. Still not received refund in my account 10/09/2024.
Received a bread maker with a massive dent on the side. Took images minutes after delivery and sent off email. Could not phone as number does not exist tried second number is always busy. When we made contact was offered 15% refund. This was rejected because of the significant damage to bread maker. We have asked for a full refund and return of goods on the 31/07/2024.
It has now been over a week since receiving damaged goods and we still have no answers.
Make it easier to contact seller don't have phone numbers that do not exist and email box that's full. Make it clear who we are dealing with. Is it Roov or
is it Exbite? Hoping that we have not been conned and get a refund.
26 juli 2024
Review zonder uitnodiging
Antwoord van Roov
Hi Brian.
Thank you for your review.
I'm really sorry that your bread maker arrived with you damaged and for the inconvenience this has caused you.
We have been extremely busy at the moment so are struggled to get back to everyone within our usual 48 hours window and we are truly sorry for this, we are back to our 48 hours response times now.
When a customer receives something damaged we do always like to offer a partial refund and some customers do prefer this then having to return orders back to us.
Of course, if a customer would prefer to return that's totally acceptable like in your case and I can see we emailed you over a pre paid label.
I've checked your order and can see this has now been fully refunded for you.
Once again we apologize for the delay in resolving this matter for you.
All the best,
Roov.
Avoid this company
Avoid this company! DO NOT BUY FROM THIS COMPANY.
Emails are not responded too. I see many others have the same problem. Presently trying to get my money back through Paypal. Goods arrived damaged. Any problems, company has set ways of avoiding helping and supporting. They do the opposite. Make it more difficult in hope you'll give up, as obviously too many do. Helplines have very strange response that number does not exist yet it's not a standard BT message. You cannot talk to them. Email is useless. DO NOT BUY FROM THIS COMPANY. You have no assurances when things go wrong. I'm just trying to claim for products they did not wrap properly, that broke in transit. They want me to send back product before refund!! Why can't they send the parts that are broken. As I say, they consciously avoid responsibility. They obviously have serious internal problems. Even their raised queries through their website come back with a standard reply and no reference numbers, just standard Subject, I quote! 'Message from client' !!!! How their staff hook up complaints or issues coming in????????? Obviously they do not even want to look or work in that direction.
Have just read their response. What rubbish they write. NO they do not wrap properly and the main problem! They asked me to return through Paypal claim process. Return it and we will refund!! Paypal obviously saw the light to. This company has very lax, mean and not customer friendly way of dealing with things. Try to phone them!!
1 augustus 2024
Review zonder uitnodiging
Antwoord van Roov
Hi Martin.
Thank you for your review.
I'm so sorry that your order has arrived with you damaged, we package items as best as we can to not incur damages but sometimes it can't be avoided due to it going through the post, especially with glass jars like you purchased.
I've had a look at your email thread and nowhere have we stated that these need to be returned - we would never ask for damaged glass to be returned back to us for the safety of everyone involved so this is untrue.
I am sorry that we did take a while in getting back to you, as mentioned on our emails we were extremely busy and were taking longer to respond to all customers - this is now resolved and we're back to our 48 hours response time.
I can also confirm we don't have set ways to avoid returns - we accept all returns but in your case the item would have been fully refunded with no return due to it being damaged glass.
Unfortunately, as mentioned due to you opening a payment dispute with your payment provider we were unable to refund as they lock in the funds and will only release them once the issue is resolved.
Once the funds are released we'll process a full refund for you.
Once again we apologize for the inconvenience caused to you in receiving your order damaged.
Kind regards,
Roov.
No answer from a message
No answer from a message, phone number not recognised! Scam!! Avoid! now to try get money back
26 juli 2024
Review zonder uitnodiging
Antwoord van Roov
Hi Mark.
Thank you for your review.
I'm really sorry that you've had to leave a negative review.
Unfortunately, we were recently behind with emails due to being extremely busy, this has now been resolved and all emails are being resolved within the standard 48 hours (working days only).
I'm afraid we don't currently have a phone line so apologies for this, we're in the process of removing this from the website until it's resolved.
I can assure you we are not a scam and if you're still having an issue please send us an email to contactus@roov.co.uk and someone will respond within 48 hours.
Many thanks
Roov.
Excellent Service
Excellent Service. Next day delivery. Much cheaper than anywhere else for same product.
29 juli 2024
Review zonder uitnodiging
Antwoord van Roov
Hi.
Thank you for your review.
We're so pleased to hear that you're happy with the service and your order arrived on time!
Thank you for taking the time out of your day to leave us a review, we do really appreciate this.
Take care,
Roov
Ordered 2 photo frames and one has 4…
Ordered 2 photo frames and one has 4 large cracks and the other cracked broken edge.
Have emailed but had no response
23 juli 2024
Review zonder uitnodiging
Antwoord van Roov
Hi Michelle.
Thank you for your review.
I'm really sorry that your order has arrived with you damaged and the inconvenience that this has caused you.
I've checked the email chain and can see this has now all been resolved for you but apologies for the delay in response. We've been extremely overwhelmed with emails at the moments, we're working as fast as we can but there was a delay in getting back to customers.
However, I can confirm this is now resolved and all customers are receiving responses within the usual 48 hours.
I'm pleased this has now all been resolved for you.
All the best,
Roov.
After constant emails and attempts to…
After constant emails and attempts to call there registered telephone number I got my refund, but I would not touch this company with a barge pole. All listed telephone ☎️ numbers are not registered and most emails are not recognised. DO NOT TAKE A CHANCE, read all the reviews!!
16 juli 2024
Review zonder uitnodiging
Antwoord van Roov
Hi David.
Thank you for your review.
I'm really sorry that you were struggling to get in touch with us, we've been extremely overwhelmed with emails recently and haven't been able to keep within our normal response times.
We appreciate this is frustrating for customers and apologies for the inconvenience this has caused.
I'm pleased to report everything is now back to normal and email response times are back to 48 hours.
At the moment we don't currently have an active phoneline, the number is being removed from the website to not cause any further confusion.
I have checked your email thread and can see this has now all been resolved for you.
All the best,
Roov.
Stay well clear
Order goods on Sunday payment taken Monday .
Goods still not dispatched and will only be in their warehouse 15th then another three working days to get to me .
Tried cancelling order and asking for refund
Emails ignored phone number doesn’t exist.
Customer service non existent
Avoid at all costs
Wish you could give minus numbers to leave review
7 juli 2024
Review zonder uitnodiging
Antwoord van Roov
Hi Manash.
Thank you for your review.
I'm really sorry that you were struggling to get in touch with us, we've been extremely overwhelmed with emails recently and haven't been able to keep within our normal response times.
We appreciate this is frustrating for customers and apologies for the inconvenience this has caused.
I'm pleased to report everything is now back to normal and email response times are back to 48 hours.
I can see in regards to your order we do state in bold writing at the top of the listing before you purchase to allow additional working days for the item to dispatch which is why it hadn't been shipped.
I can confirm this has now been cancelled and refunded as requested.
Kind regards,
Roov.
Worry not just order
I was a bit worried when I read some of the reviews about orders not arriving and no way to contact the company. This was the only company I found that stocked what I wanted. I deceided to order & pay on my cc then if it didnt arrive I could claim it back. I neednt have worried ordered on the Monday delivered on the Tuesday. What a great service
Thanks Roov
8 juli 2024
Review zonder uitnodiging
Antwoord van Roov
Hi.
Thank you for your recent review.
We're so pleased to hear that you're happy with the service and that your order arrived on time!
Thank you so much for taking the time out of your day to leave us a review, we really do appreciate this.
Take care,
Roov.
Roof are hopeless at dealing with problems
I've just received a response to my trustpilot review roov, it took Roov 2 months to respond & they advise they emailed a reply but i never received an email. Roov is an even bigger pain to deal with than my first review. Since complaining about one of the products going faulty another has developed the exact same problem. I neither have the will or time to invest in lengthy correspondence with a company as useless as Roov. We will let this go as thankfully not a lot of money was spent. My earlier review said I couldn't proceed on this review without selecting one Star - I would have preferred minus 5 starts. Roov is a joke to deal with. No problem with delivery, the problem is faulty goods, Roov whole set up is not to answer via email, facebook, trustpilot, instagram or phone. Roov doesn't give a damn but I note responds to a positive comment on Trustpilot. Bottom line is, you only find out how awful they are, if you have a problem. If you don't then yes they deliver. Am I expected to suck up a faulty product? Won't deal with these unscrupulous firm again
12 juni 2024
Review zonder uitnodiging
Antwoord van Roov
Hi Kevin.
Thanks for the review.
Where you have put we only respond to positive reviews is incorrect, if you look through our Truspilot page all reviews are responded too - we've been a little behind in that recently due to being very busy which is why we are now catching up :)
I can assure you that we do respond to customers but as mentioned in responses above we've been very overwhelmed with emails the last couple of months which has effected our response time - we apologize for this and the inconvenience caused.
We do send 1000s of items out a day and a very small minority can turn up faulty/damaged, unfortunately, we cannot help this but will always strive to resolve this for customers.
I can see we've responded to both your emails offering a resolution to your issue but have received no response - please reply to our emails and we'll get your items replaced/refunded for you.
Kind regards,
Roov
Nightmare company to deal with!
My father purchased something from you which is faulty. He emailed you on detailing the problem and got no response and later completed via an online email form from your website, again no response. The phone No on your website 01246 808610 is answered by an answer machine saying the No is of no use. The phone No on your facebook page 0333 101 4456 was automatically answered today at 10.30 saying nobody is available to answer calls. My Father claims you are a nightmare to deal with and people should know not to buy from you because of your appalling after sales service and wanted me to pass this message to you and to warn others about what is like to deal with you after purchasing.
28 juni 2024
Review zonder uitnodiging
Antwoord van Roov
Hi Karen.
Thank you for your review.
Thank you for your review.
I'm really sorry that you & your father were struggling to get in touch with us, we've been extremely overwhelmed with emails recently and haven't been able to keep within our normal response times.
We appreciate this is frustrating for customers and apologies for the inconvenience this has caused.
I'm pleased to report everything is now back to normal and email response times are back to 48 hours.
I'm hoping by now the issue has been resolved for your father but if not please ask that he email us on contactus@roov.co.uk and someone from customer services will respond ASAP.
All the best,
Roov.
Ordered on the Friday received the very…
Ordered on the Friday received the very next day. As described with communication that kept me updated along the way. Excellent service, thank you!
5 juli 2024
Review zonder uitnodiging
Antwoord van Roov
Hi Colleen.
Thank you for your review.
We're so pleased to hear that your order arrived next day and as described.
We really do appreciate you taking the time to leave us a review.
We look forward to seeing you again.
Kind regards,
Roov.
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