I had a last minute idea to have a personalised gift for my friends and contacted ROR to see what could be possible in the short time frame. Their team was amazingly helpful and helped me pick items... Se mer
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För att skydda plattformens integritet granskas både verifierade och overifierade omdömen av vår automatiserade programvara som är tillgänglig dygnet runt. Tekniken är utformad för att identifiera och ta bort innehåll som bryter mot våra riktlinjer, inklusive omdömen som inte är baserade på en äkta upplevelse. Vi är medvetna om att vi inte kan lägga märke till allt. Det går att flagga sådant som du tror att vi kan ha missat. Läs mer
Det här tycker kunderna
I purchased an amazing personalised leopard print tote bag and cap from Rock on Ruby. They are perfect for the summer and I can’t wait to use them. The quality is excellent, the item matched the descr... Se mer
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Sizing is really off, and they won’t offer an exchange as selecting the appropriate year, counts as personalised. Sweatshirt fit well across the shoulders/chest area, but sleeves were really long, bod... Se mer
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Whilst the product is good quality and the service is friendly, the fact they won’t do exchanges makes shopping with this brand high risk. I don’t consider selecting a colour and the year to be pe... Se mer
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Företagsinformation
Skrivet av företaget
Rock On Ruby is a family-run, personalised clothing brand based in Manchester. Every item is made to order by our small team and personalised especially for the customer. We're proud to have created hundreds of thousands of personalised gifts over the last 10+ years and are committed to providing friendly customer service and high-quality products. Where you will have seen us" On ITV's This Morning, Loose Women, Capital Radio and more...
Kontaktuppgifter
Storbritannien
- supportsquad@rockonruby.co.uk
- rockonruby.co.uk
3,7
Medel
32 omdömen
Ingen inbjudningshistorik registrerad
Det här företaget har inte bjudit in sina kunder. Omdömen kanske inte är representativa
Har besvarat 100 % av sina negativa omdömen
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Se hur deras omdömen och betyg hämtas, betygsätts och modereras.
Sizing way out. Don't waste your money.
Product was mis sold and total waste of money. I ordered a medium ladies sweatshirt but it's more like an extra large. Far too big. The colour dusky pink is also nothing like the shade shown online. I won't be able to wear the garment as it will drown me. Very disappointed. Wish I'd read the reviews first! Don't waste your time or money.
27 mars 2025
Omdöme utan inbjudan
Svar från Rock On Ruby
Hi,
Thank you for taking the time to leave a review.
We're sorry to hear that you were disappointed with your order.
We'd just like to clarify for future customers reading this review that our sweatshirts are a relaxed unisex fit rather than a ladies fitted style.
This means they are intentionally designed to have a looser, more casual fit than many traditional women's sweatshirts, and sizing information is provided on the product page to help customers choose the best option for them.
We're also sorry to hear that the dusky pink colour wasn't what you expected. Whilst we make every effort to ensure our photography accurately represents our products, colours can sometimes appear differently depending on individual screen settings and devices.
We're disappointed that the sweatshirt wasn't right for you and appreciate you sharing your experience.
Holly & The Rock On Ruby Team
Great products and swift service
I bought personalised vintage caps from Rock on Ruby for my daughter's rugby coaches, it was a group gift and I was very impressed with the quality of the product. I was also super impressed with how quick and effective the service was. I got various emails with updates on my order.
My personalised order arrived within a few working days, and all wrapped in sustainable packaging, even more impressed!
I will definitely use this company again when I need another personalised gift, and I would definitely recommend you do the same!
20 mars 2025
Omdöme utan inbjudan
WOW!! Above and Beyond
WOW! ROR went out of their way to make sure that I got my personalised gifts in time for Christmas. Customer service is so quick and friendly, really pleased with the quality of the items I received as well. I was totally surprised when everything arrived wrapped beautifully! Can't wait to give these as gifts!
22 december 2024
Omdöme utan inbjudan
Exceptionally poor quality product
Exceptionally poor quality product, sizing out and customer service unable to help. Straight to the charity shop, don’t waste your money!!!
1 oktober 2024
Omdöme utan inbjudan
Great company to deal with
Ordered some bespoke t shirts for Christmas. The speed, service and communication was perfect. Great company to deal with.
4 november 2024
Omdöme utan inbjudan
Bad experience Poor quality product
Poor quality product, sizing out, heavily overpriced, colour didn’t match the website, with no refund due to personalised year, very poor experience. Product went straight to the charity shop.
Took 19 months to reply to my review, shows in black and white their company morals and values. Reply says the product was oversized, but it was a standard fit, not what I was expecting. Avoid, avoid, avoid
9 oktober 2024
Omdöme utan inbjudan
Svar från Rock On Ruby
Hi,
Thank you for taking the time to leave a review.
We're sorry to hear that you were disappointed with your order.
Our sweatshirts are designed to be a relaxed unisex fit rather than a fitted ladies style, which can sometimes feel different to what customers may be expecting if they are used to purchasing women's fit garments. We provide sizing information on our product pages to help customers choose the best fit for them.
We're also sorry to hear that the colour wasn't what you expected. Whilst we do our best to accurately represent colours in our photography, screen settings and device displays can sometimes cause colours to appear slightly differently in person.
As your item was personalised with a custom year, it fell within our personalised product policy and was therefore not eligible for return unless faulty.
We're disappointed that the sweatshirt wasn't right for you, but we do appreciate you taking the time to share your feedback. As we've only recently claimed our Trustpilot account, we're now working through historical reviews and responding where we can add helpful context.
Holly & The Rock On Ruby Team
Misleading refund policy! Avoid !
Extremely misleading company as ordered a 1972 personalised sweatshirt and read the refund policy which states to contact for a refund with in 7 days.
Which I did to get told they can not refund personalised products which they conveniently only mention way down the bottom no where near the refund section.
Extremely misleading and will never buy anything from this company again
18 januari 2024
Omdöme utan inbjudan
Svar från Rock On Ruby
Hi Beka,
Thank you for taking the time to leave a review.
We're sorry to hear that you were disappointed with your experience.
The sweatshirt you ordered was one of our personalised products, which are made to order with the specific year chosen by the customer. As these items are created especially for each order, they fall under our personalised product policy and unfortunately cannot be returned or refunded unless faulty.
We do appreciate that personalised product policies can sometimes be frustrating, which is why we try to highlight this information in multiple places throughout the website, including the product page, FAQs and order process.
We're sorry that you felt this wasn't clear enough and will continue reviewing how we communicate our policies to ensure customers can make informed purchasing decisions.
Thank you again for your feedback.
Holly & The Rock On Ruby Team
What great service
What great service . Quality of sweatshirt was really nice, soft fabric. I emailed the company about a query and their response was quick and helpful. I would use this company again. Lovely personalised gift for my daughter in law to be.
Thank you
27 april 2023
Omdöme utan inbjudan
Svar från Rock On Ruby
Hi Nick,
Thank you so much for your lovely review 💛
We're so pleased to hear that you were happy with both the sweatshirt and the service. We firmly believe that if someone's taking the time to get in touch, they deserve a quick and helpful reply -preferably before they've had chance to make a second cup of tea 😊
We're delighted that the personalised gift was a success and we hope your daughter-in-law-to-be loved it.
Thank you again for taking the time to leave such kind feedback and we hope to create something else for you in the future.
Holly & The Rock On Ruby Team x
Disappointed
I ordered a black make up bag with my friend’s name JANE on it printed in gold letters ( that was ok). Unfortunately her name was followed by a heart which had been drawn by hand so that it was wonky around the edge and the two halves of the heart did not match. They won’t give me a refund because it is a personalised item. I cannot give Jane her gift so it is useless. Good and polite customer service.
31 januari 2023
Omdöme utan inbjudan
Svar från Rock On Ruby
Hi Mrs Graham,
Thank you for taking the time to leave a review.
We're sorry to hear that you were disappointed with your purchase.
The item you received was the same design shown within the product photographs on Not On TheHigh Street and the heart detail featured prominently throughout the listing images, which customers are able to view before ordering.
We've sold many thousands of these items over the years and have been fortunate not to receive similar feedback previously, which is why we were surprised to hear your comments.
However, we do understand that design preferences can vary from person to person, and we're sorry that this particular style wasn't what you were hoping for.
Thank you again for your feedback.
Holly & The Rock On Ruby Team
What a find! 5 Stars!
What a find! Gorgeous quality sweatshirt and really personal customer service. Went above and beyond to deliver my custom item.
2 november 2022
Omdöme utan inbjudan
Awful customer service
After receiving a white jumper that had a mark on it, and a big line around the area the 2001 had been pressed on, and black fluff I contacted the company. The response was, and continued to be very disappointing.
After emailing the company I received this response.
Hello, Thank you for your message and for bringing this to our attention. We're really sorry to hear that the sweatshirt isn't as expected - this is very disappointing. Please could you send over another photo of the mark as we're struggling to see it on the photos supplied and we'd like to look into this further for you. If it is a mark that you think you would be able to sponge out at all, we would be able to offer you a further discount on the sweatshirt. The lines on the sweatshirt are normal and not a fault, the press requires high heat and pressure in order to adhere the numbers and this sometimes leaves creases. These should easily iron out if you turn the sweatshirt inside out and iron it lightly. Apologies for the inconvenience this may cause. We're so sorry that there was black fluff on the sweatshirt, these are usually lint rolled before they leave us so apologies if this was missed this time - it's very rare and not our usual standard. Sincere apologies again for any inconvenience caused. We will aim to resolve this as soon as we can. Kind regards, Chloe x
The first thing I saw when l looked at the jumper was the mark on it. When buying a new product I don’t expect to have to sponge out the mark, or iron & lint roll. I’d paid £30, so it wasn’t a cheap gift. After many emails I requested a refund of half the price of the jumper as there wasn’t time for me to receive a new jumper, and I’d have to buy my goddaughter another gift. Even then the company decided that they’d refund 50%, but that included the sale price, not 50% of what I paid. So I’m receiving £11.96 instead of £15. Their products are below standard, their customer service is awful. I really hope for the value of £3.04 someone will read this & not buy from Rock on Ruby.
24 januari 2022
Omdöme utan inbjudan
Svar från Rock On Ruby
Hi Lindsay,
Thank you for taking the time to leave a review.
We're sorry that you weren't completely happy with your sweatshirt.
When we reviewed the photographs you sent, two of the three issues originally raised did not appear to be faults with the item. The third concern related to a mark, however this wasn't visible in the images provided, so we were unable to verify it from the photographs alone.
We completely understand that this was intended as a special gift and that you wanted it to be perfect. Under normal circumstances, we would have asked for the item to be returned so that we could inspect it and, if necessary, arrange a replacement. However, due to the time-sensitive nature of the order, there wasn't enough time for us to receive the item back, assess it and send out a replacement before the gifting date.
With this in mind, we offered a further 30% refund as a gesture of goodwill and to provide the most practical solution available within the timeframe. As the order had already been purchased using a 20% discount code, this meant you ultimately received a total reduction of 50% against the full retail price.
We're always committed to helping where we can and finding fair resolutions for our customers.
Thank you again for your feedback and we hope the recipient still enjoyed their gift.
Holly & The Rock On Ruby Team
Badly made top arrived and the customer…
Badly made top arrived and the customer service experience was poor. They wouldn't refund my return postage despite me returning the top that was bad quality. I'm sure they are mostly good, but if something goes wrong or you disagree with them, they are a nightmare to deal with.
13 juli 2021
Omdöme utan inbjudan
Svar från Rock On Ruby
Hi Penata,
Thank you for taking the time to leave a review.
We're sorry to hear that you were disappointed with both the product and your experience with us.
As this review relates to an order from 2021, we're unfortunately unable to identify the specific order details from the information available on Trustpilot. (Our verified review channel is JudgeMe)
However, we always aim to resolve quality concerns fairly and work with customers to find a suitable solution wherever possible.
We're sorry that you felt unsupported during the process, as providing friendly and helpful customer service has always been incredibly important to us as a small business.
We've continued to grow and improve our processes over the years and we genuinely appreciate all feedback that helps us do better.
Thank you again for taking the time to share your experience.
Holly & The Rock On Ruby Team
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