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
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See what reviewers are saying
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... See more
Company replied
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... See more
Company replied
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... See more
Company replied
3.3
Average
4K reviews
No recent history of asking for reviews
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Worst experience with online shopping
Worst experience with online shopping
I placed my ordered-on 31 July 2023.
4 week later 26 August 2023 I received a box.
The item I received only 4 items out of 8.
Seller said they have sent 8 items.
There is no chance that 8 item can fit into the box they have sent.
So, I have sent them some pictures and video to proof that 4 item only can fit into that box. Waiting for reply.
August 30, 2023
Unprompted review
Reply from Roov
Hi.
Thank you for your review.
I am so sorry that there was an issue with your order, unfortunately, there has been a picking error in the warehouse and I can see our customer service team are in the process of resolving this for you.
I can see that you're currently discussing having the additional shipped out to you and they will work quickly to resolve this for you.
Kind regards,
Roov
Update on reference to my review.
I'm updating my last review as I was disappointed with the delivery charges and having to wait five days for it to arrive when I paid next day delivery.
Roov were kind enough to refund the postage cost and were very apologetic so I cannot fault them for that. Overall, customer service is attentive and wants to make sure you are happy after a disappointing delivery. But the product overall is lovely. I have changed my mind, I will most probably use them again. Thank you for the refund. It's rare when the company does care when it hasn't gone the way we have thought.
August 26, 2023
Unprompted review
Reply from Roov
Hi.
Thank you for your review.
I am terribly sorry to hear that you had an issue with a delay in your delivery, we appreciate how frustrating this must be an apologise for this.
I'm glad to hear the positive comments and that the customer service team were attentive and resolved this to the best of there ability.
Thank you again for taking the time to leave us a review, we really do appreciate this.
All the best,
Roov
no stock
they accepted order & payment and a week later informed me they have no stock... now waiting for refund
August 25, 2023
Unprompted review
Reply from Roov
Hi Shaf.
Thank you for your review.
I can see that we did state to allow Despatched within 7-10 working days for your order to be dispatched which is why it wasn't sent.
On the 7th working day when the warehouse went to pick the item they realised it wasn't in stock and due to a system error this didn't show on the website.
This is rare to happen but we are so sorry about this and that we had to cancel the order.
I can confirm a full refund was processed within 24 hours of the email to yourself.
Apologies again for the inconvenience caused to yourself.
Take care,
Roov
Shocking paid for 2 to 3 day delivery…
Shocking paid for 2 to 3 day delivery on 14th Aug. Then get an email saying my order will be delivered 2 to 3 days after 28th August?????????
Not what I paid for, I suggest you get my order to me by Monday 😡
Update
Customer service still saying after 28th Aug talk about false advertising on delivery times.
August 17, 2023
Unprompted review
Reply from Roov
Hi Paul.
Thank you for your review.
I can assure you this isn't false advertising, we clearly state at the top of the listing to allow additional days for your item to be sent.
We make this very clear to customers and cannot be held responsible for customers not reading the items they are purchasing.
I have requested further information from yourself so that we can look into this for you and help in anyway we can.
Kind regards,
Roov
Wouldn't recommend...
I placed an order and paid extra for next day delivery, that was 4 days ago, still havent received the item. I wrote to them 2 days ago and still havent has a response from them. Tried calling them multiple times a day and didnt pick the phone up as they were "busy". Probably busy with everyone elses orders that aren't getting worked on. Definitely wouldn't recommend
August 12, 2023
Unprompted review
Avoid at all costs
Avoid at all costs.
No communication at all. Impossible to contact them. I’ve tried phoning and emailing for days and had no response. No way of getting my money back.
August 7, 2023
Unprompted review
Reply from Roov
Hi Lisa.
Thanks for your review.
I'm sorry you're having an issue getting in touch with us, we do have live chat available on the website Monday-Friday, we also have our phone number on the website and all emails are responded to within 48 hours.
I've requested further information from you so we can look into this for you.
All the best,
Roov
I ordered waiting one week & they…
I ordered waiting one week & they delivered to deferent address! I contacted customer service! But they don’t respond! It’s wasting my money & my time! I don’t recommend anyone
July 28, 2023
Unprompted review
Reply from Roov
Hi.
Thank you for your review.
This is untrue - you gave us the incorrect address. All we can do is send parcels to the address's given to us by customers which is what we have done. We cannot be held responsible for you giving the wrong address.
We replied to all your emails within 24 hours and explained this to you.
We will let you know once the order has come back to us and process a full refund for you.
Take care,
Roov.
Good service
Good service. The only problem we had was with Evri courier leaving parcel on our front doorstep. No fault of Roov.
July 19, 2023
Unprompted review
Reply from Roov
Hi.
Thank you for your review.
Thank you so much for taking the time out to leave us a review, we really do appreciate this.
I am sorry your parcel was left but glad you now have this :)
Kind regards,
Roov
Awful customer service, Would Not Recommend
Problem as one item was missing from my order placed on 24th May, no explanation, contacted customer service and have been promised delivery on 08th June, one month later same story, looks like Roov.co.uk has only one trainee Customer Service Advisor "A", who seeks permission from non existent product manager to deliver my missing item. Very disappointed with such appalling customer service. I will now contact my credit card company to get a refund. Stay well away from this company and certainly would not recommend.
July 12, 2023
Unprompted review
Reply from Roov
Hi.
Thank you for your review.
I am terribly sorry that 1 item out of your order wasn't received, we did have a issue with the warehouse with the item. We did try to resource if from elsewhere but we're unfortunately unable to.
I can confirm the item has been fully refunded for you.
We do have a number of agents working from our customer services team and respond to all emails within 24 hours (working days only)
Again I am terribly sorry for any inconvenience this has caused you.
Kind regards,
Roov.co.uk
Brilliant products excellent service…
Brilliant products excellent service cannot fault the company.
July 5, 2023
Unprompted review
Reply from Roov
Thank you so much for your lovely review, we really do appreciate this!
Non-delivery. Stay away!
I ordered an item that was in stock and due to be delivered in 7-10 days. Thankfully I took a screenshot of my order details because the money was taken from my account but I never received order confirmation. After 3 weeks I contacted them to ask for a refund because the item hadn't arrived (you need your order number to do this so take a screenshot if you place an order), I was told there had been a small delay but I'd get it at the end of the week. Another 3 weeks later, still no item, had to contact them again. Hoping they actually issue a refund. My advice is stay away!
July 4, 2023
Unprompted review
Reply from Roov
Hi Cara.
I'm so sorry for the issues with your order and the inconvenience it caused.
We have forwarded your feedback over to the correct departments so that this can be looked into a prevented from happening again.
A full refund has now been processed for you.
Kind regards,
Roov.co.uk
Highly recommend
Used Roov a good few times now and everytime I am surprised at the quality of goods for the price
Excellent service, highly recommend
June 16, 2023
Unprompted review
Reply from Roov
Hi Caroline.
I'm so glad to hear this and thank you so much for taking the time to leave us a review, we really do appreciate this!
Great item and quick dispatch
May 23, 2023
Reply from Roov
So glad to hear this and thank you so much for leaving us a review :)
Reply from Roov
So glad to hear this and thank you for your feedback :)
Have not received my order after a 2…
Have not received my order after a 2 weeks and have not received any email with confirmation
May 23, 2023
Reply from Roov
Thank you for your review.
I'm terribly sorry you're not happy with your experience with us - we do state clearly on the listing before you purchase: Delivery within 7-10 Days
You were still within the delivery timeframe but the order has now been cancelled and refunded as per your request.
Reply from Roov
I'm so glad to hear you're so happy with your shopping experience with us here at Roov!
Reply from Roov
Thank you so much for your positive review, we're really glad you're happy with our service.
I had a recent hiccup with an order a…
I had a recent hiccup with an order a delay to dispatch but more to do my my local delivery courier..
I contacted customer services over this a few times & they were excellent! Was all sorted in due course.
I’ve ordered from Roov before & been very happy with everything & would highly recommend them. 😊
May 30, 2023
Unprompted review
Reply from Roov
Thank you so much for taking the time out of your day to leave us a review, we really do appreciate this :)
Just bought a toaster off them and…
Just bought a toaster off them and first time using them.. the toaster came with a small dent.i agree it doesn't affect the toaster working but I paid for perfect not damaged.when I emailed to return roov the asked for a photo of the dent so they could decide on what to do..well roov I want to return the item which is in my rights nit stand taking pictures of the thing..Its also taking them days to reply to emails.useless company that I would stay well away from and certainly would t recommend.
May 19, 2023
Unprompted review
Reply from Roov
Hi Julie.
Thank you for your review.
I'm terrible sorry that your order arrived with you damaged. We asked for an image of the dent as we may not have required the item to be returned for a full refund but did need evidence of the damage before we agreed to that.
Unfortunately, due to not receiving an image we have had to get the item back to us in which I can see a pre-paid label has been sent for yo - however, I can see you have now given this away and do not require to return it.
I've had a look at the email thread also and can see emails were replied to within around 24 hours - we do state that it can take up to 24 hours for a reply as we do have lots of customers to reply too but we do try our best to shorten this when we can :)
I'm sorry you're not happy with the experience and if you do need any further help please don't hesitate to contact our customer service team.
Kind reagrds,
Roov
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