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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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
This company hasn't invited customers recently, so reviews may not be representative
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Took quite a while for this to come…
Took quite a while for this to come back in stock, and wasn't notified when back in stock.
March 23, 2023
Reply from Roov
HI.
Thank you for your review.
Unfortunately, sometimes some items are hard to get hold of and will take a while to come back into stock but I'm glad you managed to purchase one.
If you pop your email address into the box on any item not in stock on the listing we will email you once it's back in stock.
Kind regards,
Roov
Reply from Roov
We are so grateful for your kind words Donna and it's a pleasure to provide you 5 star service :)
Great product, good size for price
Arrived on time. Packaged well and product cheaper than elsewhere.
March 22, 2023
Reply from Roov
Thanks so much for sharing your experience with us Kath
Avoid these guys
Avoid these rguys, they advertise stock they don't have and don't email or answer the phone.
Really bad.
Don't believe their reply below, it was not my experience.
March 19, 2023
Unprompted review
Reply from Roov
Hi.
Thank you for leaving your recent review.
I'm sorry that you've had a negative experience with us - I can assure we do have all items in stock however, some are held in an overflow warehouse which is why some items will have lead times on the website.
Our phone/live chat is available Monday-Friday from 9am till 4.30pm.
We also answer all emails within 24 hours (working days only)
We have a dedicated customer service team that respond to all customers, please feel free to contact us and we'll be happy to address any complaints that you do have.
Kind regards,
Roov
Will not be returning again
Ordered an item in good time for a birthday but paid for 2-3 days delivery anyway. A week goes by and no delivery or even a shipping update. Get told from Customer Services that although you pay for a quick delivery, dispatch is up to 7 days. Then a week later I receive an email stating that they don't have any stock, they are cancelling my order and issuing a refund after 2-5 days. Seems a terrible way to process orders.
March 21, 2023
Unprompted review
Reply from Roov
Hi.
Thank you for your recent review.
I'm terribly sorry that we did have to cancel your order - as stated on the website there was a lead time of 7-10 working days to ship your order. This is due to your order coming from our overflow warehouse.
Unfortunately, when the delivery arrived your item wasn't included and couldn't be located. This is extremely rare but can happen on the odd occasion and I am so sorry for any inconvenience this has caused you.
Kind regards,
Roov
Not received
Ordered and paid for Tower Rose Gold 5 Piece Nylon Utensil Set on the 24th February. Still haven’t received. Have emailed, tried calling and live chat but can’t get through. Please avoid to save you wasting your money like I have.
February 24, 2023
Unprompted review
Reply from Roov
Hi.
Thank you for your review.
I'm sorry that you're unable to get through to us, if you go onto the website our live chat option is available Monday-Friday 9am - 4.30pm.
Our telephone number is: 01246 808610 & is available Monday-Friday 9am - 4.30pm.
You can also email us at contactus@roov.co.uk or via the contact form, our dedicated customer service team respond to all emails within 24 hours (working days only)
Please get in touch with us regarding your order and we can look into this for you.
Kind regards,
Roov
Reply from Roov
Glad to hear it and thank you so much for your review :)
I ordered the item a week ago and paid…
I ordered the item a week ago and paid for 2-3working days delivery. 7 days later I haven’t received it and when I emailed to find out what’s happening the email bounced back. I have tried calling but no reply. My next move is to contact my credit card company to get a refund. DO NOT ORDER FROM THIS COMPANY
March 1, 2023
Reply from Roov
Hi Rosie.
I'm terribly sorry that you've had an issue with your order, I can see from our email correspondents with you that you did get through to us on the phone and managed to cancel your order.
As mentioned we do state at the very top of the listing: Dispatched within 7-10 Days
This is why your order hadn't been sent just yet - I'm terribly sorry for any confusion caused and that this was missed. But I'm glad this has now been explained and resolved for you.
DO NOT BUY FROM THIS COMPANY
Placed order at the start of February for 5 mugs. Paid 2-3 days delivery but had nothing for nearly 2 weeks. Contacted them to be told one of the mugs is out of stock so they will refund my entire order. I asked for them to send me the 4 mugs that they have in stock and refund me for the one that they don't have. On 15th Feb got an email saying that it is fine and my order will be sent to me shortly. Today, 28th Feb (2 weeks later!) I get an email saying only one mug out of 5 has been dispatched! What happened to other mugs??? DO NOT BUY FROM THIS COMPANY! It's a joke.
Update 2nd March - 2 mugs out of 5 arrived. Both not packed properly so 1 is broken. I wonder how long it will take me to get a refund for the damaged item… the whole thing so far it’s been a month since I placed the order!
February 28, 2023
Unprompted review
Reply from Roov
Hi Jovi.
I'm sorry to hear you've had an issue with your order with us.
As mentioned to yourself we do state very clearly on the listing to allow additional days for the order to be sent - this is due to it being held in an overflow warehouse.
Apologies that one did arrive with you damaged! We package our items as best we can but unfortunately, sometimes they can arrive damaged. Please send us an email regarding this and we'll get it sorted for you right away.
Great company, highly recommend
Great company ! Fast delivery, excellent delivery charges. I had an issue with part of my order and the customer service was second to none. Highly recommend.
February 22, 2023
Unprompted review
Reply from Roov
Thank you so much for your review, we do really appreciate this :)
Problem as item was defective
Problem as item was defective, so I contacted customer services but no reply. Don’t buy from this company!
February 18, 2023
Reply from Roov
I'm really sorry you've had an issue with your order - after speaking with you on the phone we confirmed we had received no emails from yourself which is why you haven't received a reply.
We've now emailed over the returns information to get this back to us for a full refund and to resolve your issue for you.
Kind regards,
Roov.co.uk
Obviously Popular so change the price
So i ordered and paid for 2 frying pans at a special price, Roov took payment straight away on Sunday, then i get an email today Tuesday saying i will be getting a refund and no explanation. So i emailed them to ask why, and i am told there was a price error and they apologise and tell me i will get a refund within 2-5 days, however they took my money quick enough. I feel i should have been honoured for there mistake, surely a big company can support that. Another unhappy customer.
February 14, 2023
Unprompted review
Reply from Roov
I'm really sorry that we've had to cancel your order, all customers this issue effected were emailed to be notified why they had there orders cancelled and refunded.
The pans were over £40 and sold for £4, I can assure you they weren't priced at this price on purpose. The last thing we would ever want to do is cancel and refund orders.
Unfortunately, due to a human error we had a pricing issue which ended up selling a lot of items and as a business it wasn't viable for us to send the order out which is why we had to cancel them.
This is extremely rare to happen and we totally appreciate the frustrating this caused, we truly are sorry for any inconveneince this caused you.
Kind regards,
Roov.co.uk
Order status update 'refunded'
Placed order, expected delivery 2-3 days...Just received email status update saying 'refunded'
Don't know how long I have to wait until the refund is processed....
Obviously the items are out of stock between order placement and dispatch. Not happy. First time I've ordered from this company, and will be the last.
February 12, 2023
Unprompted review
Reply from Roov
I'm terribly sorry to hear this Angela, all refunds are processed within 24 hours.
If you would like to send us over an email we can explain further why your order was cancelled and refunded.
Roov.co.uk
Ordered item
Ordered item. Two days later had email saying money was being refunded but no explanation given. Very poor customer service. Would not use them again.
February 14, 2023
Unprompted review
Reply from Roov
I'm terribly sorry we had to cancel and refund your order due to a pricing issue - I can see however you did receive our email explaining why your order had to be cancelled.
Unfortunately, due to a human error we had a pricing issue which ended up selling a lot of items and as a business it wasn't viable for us to send the order out which is why we had to cancel them.
This is extremely rare to happen and we totally appreciate the frustrating this caused, we truly are sorry for any inconveneince this caused you.
Kind regards,
Roov.co.uk
Ordered and paid for 2 frying pans
Ordered and paid for 2 frying pans. Roov had no problem in taking my money straight away. Had a mail today saying they will not be delivered as they sold them at the wrong price and that it will take up to 5 days to refund me. They took my money quickly enough. This company cannot be trusted. STAY CLEAR
February 14, 2023
Unprompted review
Reply from Roov
I'm so sorry that we had to cancel your order, please rest assured the last thing we want to do is cancel and refund orders. But due to a huge pricing issue as a company it wasn't viable for us to send the orders and we did have to cancel them.
All orders were refunded within 24 hours however, it does take your bank 2-5 days to process the refund which is down to them and not ourselves.
Awesome products
Awesome products, great prices and fast delivery what more could you want.
February 9, 2023
Unprompted review
Reply from Roov
Thank you for your lovely review :)
You still have not delivered the…
You still have not delivered the package - absolutely hopeless
January 31, 2023
Reply from Roov
I'm so sorry that your order got lost in transit - please note we sent this with full confidence it would be delivered to yourself.
I've checked your correspondents and can see that our customer service team have now refunded and resolved this for you.
Reply from Roov
Hi Louise.
As mentioned on our emails the items takes additional days to be sent out to you, we do state this very clearly on the listing and the confirmation email.
Your order has now shipped and been delivered.
Overall first class
Overall first class. However your packaging could be a lot better. Coming apart, odd use of outer boxing to protect contents.
February 2, 2023
Reply from Roov
We’re really grateful and appreciate you taking the time to share your rating with us
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