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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Ordered 2 set of 2 ???
Ordered an item on offer set of 2 £8.99 to buy single 1 at £8.99
Ordered 2 sets £17.98. Sending 2 at £8.99 each. Not 2 sets of £8.99.
Now seeking investigation and contacting Tradind Standards. Know its not a lot but too many companies trying these things on. Times hard for all and as a pensioner it's a lot to me to pay that again to get the 4 I want.
Would not order again or recommend
17 januari 2024
Review zonder uitnodiging
Antwoord van Roov
Hi Margaret.
Thank you for your recent review.
I'm really sorry you've had an issue your order, I'm unable to see any order information from you so am not able to look into this.
I've requested further information from you, please let us know your order details and we can look into this.
Kind regards,
Roov
Order cancelled no explanation or…
Order cancelled no explanation or reason. Got an email to say it had been cancelled but definitely no explanation
8 januari 2024
Review zonder uitnodiging
Antwoord van Roov
Hi.
Thank you for your recent review.
I'm so sorry to read that your order has been cancelled, I can confirm when an order is cancelled customers are sent an email with the reasoning behind this.
I have requested further information from yourself so that we can look into your order for you.
Kind regards,
Roov
My order was cancelled and refunded…
My order was cancelled and refunded with no explanation why!
8 januari 2024
Review zonder uitnodiging
Antwoord van Roov
Hi.
Thank you for your review.
I am terribly sorry of the trouble that you had with your recent order with ended in us having to cancel and refund it for you.
Our daily price update tool experienced a technical glitch during the same time our prices updated, which created a bug in our system and showed the incorrect purchase price. When the error was picked up by staff, all customers who placed orders were immediately contacted to advise of the issue with a full refund including any postage charges.
As a result of a technical glitch, you were able to purchase a product that was not ever available at the price shown which was immediately refunded by us, nothing was shipped out or expected to be returned.
We are very sorry for any inconvenience and have offered a unique discount code by way of apology, we are sincerely sorry for this experience and have instigated a full IT review as a result to ensure this issue does not happen again.
All the best,
Roov
Order refunded email, no explanation
Placed an order for a microwave in the sale, received an 'order changed' email which said it had been refunded. No email to say why, bad customer service.
8 januari 2024
Review zonder uitnodiging
Antwoord van Roov
Hi.
Thank you for your recent review.
I am so sorry that we've had to cancel and refund your order, please know this is the last thing that we would ever want to do.
I can see an email has been sent to your explaining the issue's that we faced and why your order was cancelled. There is no undelivered notice on the email so it has been accepted by your inbox, we would advise checking your spam folder if you cannot find it.
Our daily price update tool experienced a technical glitch during the same time our prices updated, which created a bug in our system and showed the incorrect purchase price. When the error was picked up by staff, all customers who placed orders were immediately contacted to advise of the issue with a full refund including any postage charges.
As a result of a technical glitch, you were able to purchase a product that was not ever available at the price shown which was immediately refunded by us.
We are very sorry for any inconvenience and have offered a unique discount code by way of apology, we are sincerely sorry for this experience and have instigated a full IT review as a result to ensure this issue does not happen again.
Kind Regards,
Roov
Order cancel
Ordered a microwave, next whenbtime to dispatch,refund email with no explanation. Totally unprofessional. Not gonna buy again.
8 januari 2024
Review zonder uitnodiging
Antwoord van Roov
Hi.
Thank you for your review.
I am terribly sorry of the trouble that you had with your recent order with ended in us having to cancel and refund it for you.
Our daily price update tool experienced a technical glitch during the same time our prices updated, which created a bug in our system and showed the incorrect purchase price. When the error was picked up by staff, all customers who placed orders were immediately contacted to advise of the issue with a full refund including any postage charges.
As a result of a technical glitch, you were able to purchase a product that was not ever available at the price shown which was immediately refunded by us, nothing was shipped out or expected to be returned.
We are very sorry for any inconvenience and have offered a unique discount code by way of apology, we are sincerely sorry for this experience and have instigated a full IT review as a result to ensure this issue does not happen again.
Many thanks
Roov
Took money, sent nothing
Ordered Microwave, money taken. Order cancelled, no apology, no reason given. Roov cant be trusted. Do not spend your money on their site.
7 januari 2024
Review zonder uitnodiging
Antwoord van Roov
Hi.
Thank you for your recent review.
I am terribly sorry for the inconvenience caused in having your order cancelled, we hate to let customers down and we are truly sorry for this.
I can see an email has been sent to your explaining the issue's that we faced and why your order was cancelled. There is no undelivered notice on the email so it has been accepted by your inbox, we would advise checking your spam folder if you cannot find it.
Our daily price update tool experienced a technical glitch during the same time our prices updated, which created a bug in our system and showed the incorrect purchase price. When the error was picked up by staff, all customers who placed orders were immediately contacted to advise of the issue with a full refund including any postage charges.
As a result of a technical glitch, you were able to purchase a product that was not ever available at the price shown which was immediately refunded by us.
We have instigated a full IT review as a result to ensure this issue does not happen again.
Take care,
Roov
Filled in online questionnaire with no…
Filled in online questionnaire with no health issues, other than had been previously treated for a condition in 2004, which incidentally the questionnaire didn't even asked what condition, which wasn't cancer, heart, or circulatory issues. So based on that I can only assume that it was, as the feedback gave, outside the companies policies. Therefore it must of been based on my DOB., 75 years old, very fit and active and indeed most people think I'm only in my fifties. So that tells me that some insurance companies, like this one are only interested in taking people's money and don't give a hoot about taking care of people they only want to fleece money from.
1 januari 2024
Review zonder uitnodiging
Antwoord van Roov
Hi John.
I can confirm this review is NOT for us and for a different company - we are a homeware website and not a health screening service.
Please can you remove the review for the incorrect website.
Many thanks
Roov
Ordered 17/11/23
Ordered 17/11/23, advised 7-10 days for dispatch. This would of been 1/12/23 No updates on order unless you contact Roov, very hard to get through on the phone, phone lines are always busy. They do reply within the advised timeframe when you leave a message but this is 48 hours everytime, but update is always the same, there is a delay, they are very busy at the moment, and they are expecting stock from the warehouse in x amount of days, this doesn’t happen and then I was advised yesterday that the item was due to to be dispatched yesterday and I have been upgraded to next day delivery, however order status remains as “awaiting fulfilment” which doesn’t give me the confidence I will receive my order in time for Christmas as intended, I feel as though I am being strung along so I have requested to cancel my order today as I am not happy with the service and the fact I have not recieved my order. Unable to comment on how easy the cancellation process or refund process will be however I am concerned based on other reviews I have read.
8 december 2023
Review zonder uitnodiging
Antwoord van Roov
Hi Laura.
Thank you for your recent review.
I am so sorry that there was such a delay on shipping your order, please note this is extremely rare but unfortunately, your order was delayed on this occasion.
We do clearly state on the listing to allow 7-10 working days for the item to be dispatched, this is due to it being held in an overflow warehouse.
I'm afraid due to the black Friday rush there was a delay in shipping your order which is why it wasn't sent on time, which again we are truly sorry for.
I can confirm the order was cancelled and refunded within 24 hours for you.
Kind regards,
Roov
What a disaster
I ordered a saucepan set on the 18/11/2023. One week later and nothing. Emailed them and they claimed I'd supplied the wrong email (which I didn't) The order was via Clearpay. They apologised for the long lead time and claimed it would be dispatched by 1/12/2023, and still nothing days later. Incompetence at its greatest. I had to raise a dispute via Cleapay for a refund and I'm awaiting the outcome. It's clear from other recent reviews that they have become very poor and cannot compete with other online retailers. Roov is run by the Xbite group and its a disgrace. The CEO should take emergency action to sort this mess out. Stop blaming customers, making lame excuses, and broken promises.
5 december 2023
Review zonder uitnodiging
Antwoord van Roov
Hi Francis.
Thank you for your recent review.
Firstly, I'm terribly sorry there was a delay on your order. We had an issue with the overflow warehouse and unfortunately did cause a delay.
We did fix the issues and this should prevent it from happening again but I appreciate that you did decide to cancel your order and a full refund was processed for you.
All the best,
Roov
Item not received
I ordered a bread marker for xmas presant didnt arrive i had to buy else where no communication with seller. i had to get in touch with bank and mark as fraud or scam very disappointed with your poor service. Why should i have to wait 10 working days to get my money back
20 november 2023
Review zonder uitnodiging
Antwoord van Roov
Hi.
Thank you for your recent review.
I'm terribly sorry that your bread maker didn't arrive, especially when it was for a Xmas gift.
I can confirm we have a dedicated customer service team who are available Monday-Friday from 8:30am-4:30pm on live chat, the phone and email (which are replied to within 48 hours)
I can confirm that once a refund has been processed it'll take up to 5 days to go back into your account, not 10 days.
Once again I'm so sorry for any inconveneince caused to you and if you need anything else please get in touch.
Kind regards,
Roov.
First time using Roov and will be the…
First time using Roov and will be the last!
Ordered a spice rack on the 17/11/23 - customer service is non existent, was told it would be dispatched within 7 to 10 days. It was never dispatched after that time, had to open PayPal case to get a refund.
17 november 2023
Review zonder uitnodiging
Antwoord van Roov
Hi Andrew.
Thank you for you review.
I'm really sorry to hear there was a delay on shipping your order, we did have some issues with the overflow warehouse and getting orders on time - unfortunately, this did result in some delays for customers which we're truly sorry for.
This has now been resolved and shouldn't happen again.
I can confirm we have a dedicated customer service team who are available Monday-Friday from 8:30am-4:30pm on live chat, the phone and email (which are replied to within 48 hours) I am sorry that you weren't able to get in touch with us.
Take care,
Roov
Customer service as it should be...
I always judge a company by its customer service, which is what these reviews should be about. My experience with Roov has been very good, they listened/read my comments and replied in good time. The were polite, helpful and offered options, what more could you want from a customer service team? When so many companies decide not to invest in customer service, I strongly believe we should reward the ones that do with our custom. This company has good customer service and I do not hesitate to recommend to anyone reading this.
2 november 2023
Review zonder uitnodiging
Antwoord van Roov
Hi Chris.
Thank you for your review.
Thank you so much for taking time out of your day to leave us such a lovely review, we do really appreciate this.
I'm pleased to hear that the customer service team did all they can to help and we look forward to you purchasing again with us in the future.
Kind regards,
Roov
Poor service!!
I ordered 2 items , both items were in stock according to website . I received an email confirming order . I then received an email saying that item was actually not in stock and would be refunded. I e mailed to ask if both items or just one was being refunded. Several e mails later and still no reply . I found a message thread on Facebook and tried that . I was told the e mail had been sent in error and given a delivery date . That date has now come and gone and still no clarification as to what is and what isn't in stock . Tried again using same message thread and no reply ? . They have now had my money for over 2 weeks and I still have no idea if the items which ate Christmas presents will be arriving or when I will be refunded so I can re order elsewhere. This is my first time dealing with this company and will definitely be my last . I'll also be pre warning friends and family to steer clear . Poor customer service
25 november 2023
Review zonder uitnodiging
Antwoord van Roov
Hi Helen.
Thank you for your review.
I'm so sorry that there was a technical glitch with the out of stock system, I can see you were notified a couple of hours after the email was sent that it was in error and your order would be shipped normally.
I'm unable to see an contact or order information so am unable to look into your emails but I've requested further information from you and once we receive this will look into this for you and update the response to your review.
Kind regards,
Roov
No one is answering my emails
No one is answering my emails, I want to return something and have emailed them so many times that they are lucky that I gave them one star
30 oktober 2023
Review zonder uitnodiging
Antwoord van Roov
Hi Lesley.
Thanks for your review.
I can see that we have a long chain of back and forth emails with yourself that have all been replied to within 24 hours -so I am unsure why you've stated we are not answering you?
I am sorry for any confusion but I can now see all returns information has been sent for you - we'll be in touch once we receive the parcel back to us.
Many thanks
Roov
Loved the website,product & services
Loved the website and the thing I was looking for was a bargain. I placed an order a Friday before 2PM which states if done so you can pay a extra £1 and have it sent tracked next day delivery service however, this did not happen, I expected the parcel on Saturday but it did not arrive until Tuesday but i was able to see tracking info prior, that package hadn't been dispatched and I did send them a email asking why. Anyway I recieved several replies apologising and was advised that I will be refunded the difference for services not fulfilled. I recieved the parcel Tuesday and prior to delivery was informed of the driver and the time of delivery which stated between 2-4pm but they actually delivered the package at 11am. Apart from the error with dispatch time etc, it was a great service, i loved that they followed up on their error and would definitely use them again and give recommendation their products and services, thumbs up 👍from me.
13 oktober 2023
Review zonder uitnodiging
Antwoord van Roov
Hi Diane.
Thank you for your review.
Thank you so much for leaving us a review, we really do appreciate this!
Unfortunately, we don't have Saturday delivery so it wouldn't have arrived on the Saturday but should have arrived on the Monday and I'm terribly sorry it didn't.
I'm glad to see our customer service team resolved this for you quickly and the parcel arrived soon after :)
We look forward to you purchasing again with us in the future.
All the best,
Roov
The product looks great and is lovely…
The product looks great and is lovely quality, one glass turned up broken and Roov responded straight away and are sending out a replacement, great customer service.
11 oktober 2023
Review zonder uitnodiging
Antwoord van Roov
Hi Josie.
Thank you for your review.
I'm terribly sorry that 1 glass turned up broken but so pleased the customer service team resolved this quickly - I'll be sure to pass your feedback over to them and they will really appreciate this.
We look forward to hearing from you again in the future.
Kind regards,
Roov
Excellent customer service.
Excellent customer service.
End to end experience seemless and smooth.
10 oktober 2023
Review zonder uitnodiging
Antwoord van Roov
Hi Haleem.
Thank you so much for taking the time out of your day to leave us a review, we really do appreciate this.
I'm glad to hear the experience was so great, it's what we like to hear :)
Take care,
Roov
Order #100100837
Order #100100837
I haven’t received my order andI paid for 2-3 day delivery. This was on the 29th August. I haven’t received email updates and I can’t check order updates on the website as I checked out as a guest and am unable to create an account.
It all seems a bit dodgy and this item is something I urgently needed
8 september 2023
Review zonder uitnodiging
Antwoord van Roov
Hi.
Thank you for your review.
I can see we do state on the listing: Despatched within 7-10 working days.
We do state this at the top of the listing so customers are made aware before purchasing with us, then the 2-3 days for delivery begins once the order is shipped.
You will have received an automatic confirmation email when the order was placed (We recommend checking all spam and promotional folders)
I can see that you sent us an email this morning and an advisor replied within 4 hours providing you with this information.
If you have any further questions you're welcome to contact us via email, live chat, or telephone Monday-Friday between 9am-4:30pm
Thanks
Roov Customer Service
A pleasant experience
Goods supplied were exactly as described, transaction was pleasant. Great communication throughout and speedy delivery. I would definately buy again and recommend Roov.
25 augustus 2023
Review zonder uitnodiging
Antwoord van Roov
Hi Terry.
Thanks for your review.
Thank you so much for taking the time out of your day to leave us a review, we really do appreciate this.
I'm so pleased you're happy with the order and that you loved the communication throughout the order process.
We look forward to hearing from you again.
All the best & take care,
Shuropody.
Pointless offer of next day delivery !
Placed my first order with Roov on August 26th and I am baffled as to what’s actually going on!
Paid for items and next day delivery. Items didn’t arrive. Contact them to be told items not available until September 11th ? Why would I choose to pay for something I need next day to wait almost three weeks ? Don’t offer this option. I emailed to enquire what’s happening. Finally got a response to explain that when it’s finally in stock they send it next day ? That’s no good to me !
I’ve asked for a refund. They’ve emailed back to say no refund as order has shipped. I’ve looked and it’s only partially shipped the one other item at £2.99. Not the rug thats the item I need.
I shop a lot online and I’ve never experienced this before.
Updated 5th September
You respond quicker on here than your actual site. The partially shipped item sent Friday has yet to arrive and it’s Tuesday ! Still making your next day delivery point useless. I’d like my delivery charge refunded also please.
4 september 2023
Review zonder uitnodiging
Antwoord van Roov
Hi Sharon.
Thank you for your review.
I can see we do state on the listing: Despatched within 7-10 working days.
We do state this at the top of the listing so customers are made aware before purchasing with us, we make next day delivery available as once an order is shipped it'll be delivered the next day.
I can see that as requested the second item has been cancelled - should you wish to return the first please let us know and we'll send over the relevant details.
All the best,
Roov
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