Roov Opiniones 

Respuesta de Roov

24 jun 2025

Hi Sana,

It's disappointing you hear you've had a negative experience with us.

I can see that your order was shipped the same day this was ordered by EVRi

Within your dispatch email, you will have received a tracking link so you can monitor the parcel which has been successfully delivered to your address.

I can see you have been in contact us with us via email and have confirmed yourself that the parcel has been delivered.

Kind regards
Roov Customer Service

Respuesta de Roov

26 mar 2025

Hi Darrell,

I can see that the wrong delivery address was entered in checkout by yourself.

Looking at the email chain you emailed us on Sunday at 11:29am to request for the address to be changed, your order was, however, dispatched on Sunday at 2:24pm.

Sadly, our Customer Service doesn't work on weekends, which was mentioned to you on the auto reply email you received.

We have provided you with information stating that a full refund will be issued if the parcel is returned back to us as undelivered.

As mentioned on our website, it is the customer's responsibility to ensure all delivery details are correct before placing an order.

Our team is happy to update address information if we are able to do prior to the order being dispatched however, on this occasion, your order was dispatched 2 hours after the order was placed.

Please feel free to contact us via email if you require any further information.

Kind regards
Roov Customer Service

Respuesta de Roov

15 ene 2025

Hi Liz.

Thank you so much for taking the time out of your day to leave us a review, we really do appreciate this.

We're so pleased you're happy with the customer service given and that they resolved your issue quickly.


We look forward to hearing from you again.

Kind regards,
Roov.

Respuesta de Roov

Actualizada el 10 feb 2025

Hi Ian.

Thank you for your recent review.

I'm unsure why you have stated that you are unable to get in touch with us when we've had a 6 email conversation with you - the last sending you over the returns information and we're currently awaiting the parcel to be returned back.

I can also see you've stated we haven't responded on one part of the review and on the other part say that you've received replies.

I can see you made the order on the 10th of December at 2pm, you then emailed us to cancel the order within that same hour. Unfortunately, we can't get to everyone's emails in times and your order was shipped less than 24 hours after you made the order.

I can see we did respond to your email within 48 hours to apologize that it had been sent but once received that it could be returned and refunded.

I am really sorry we didn't get to your email in time and for the inconvenience this has caused you, we do state on the website to allow up to 48 hours for a response.

We'll be in touch as soon as we receive the parcel back with us.

Kind regards,
Roov.

Update:

Hi Ian.

I'm sorry you're having a problem with your return.

I've sent you over an email so we can get this resolved for you.

Kind regards,
Roov

Update:

Hi Ian.

Again, we have sent you more responses - I have also responded to this review as well to confirm this.

Other customers are emailing and receiving responses from us so I'm unsure why you aren't receiving ours, it's more likely something to do with your settings on your email account. I'd maybe advise emailing us on a different email account and hopefully you'll see our replies.

Many thanks
Roov.

Respuesta de Roov

15 ene 2025

Hi Paul.

Thank you for your review.

I'm really sorry to hear that you haven't received your order - I'm hoping this has now been resolved for you.

Our team respond to all emails within 48 hours (working days only) unfortunately, over the Christmas period it can take a little longer so apologies for this.

I've requested further information from you via this review so we can look into this and get anything resolved that needs sorting.

Kind regards,
Roov.

Respuesta de Roov

15 ene 2025

Hi.

Thank you for your review.

I'm terribly sorry to hear that your jars arrived with you smashed! We try our best with packaging all our glass items carefully with fragile stickers on the box but unfortunately, sometimes they can still arrive damaged.

We don't have a phoneline but customer services can be reached via email - they respond to all emails within 48 hours (working days only) unfortunately, over the Christmas period it can take a little longer so apologies for this.

I'm hoping this has now been resolved for you but if you do need anything else please pop us over another email and we'll get this looked into.

Take care,
Roov.

Respuesta de Roov

15 ene 2025

Hi.

Thank you so much for your review.

We're really happy that you're happy with the service given and your items, it's what we like to hear :)

We look forward to hearing from you again in the future.

All the best,
Roov

Respuesta de Roov

22 nov 2024

Hi Zlatina,
It's unfortunate to hear that your birthday present from your husband arrived damaged.
I can see the first contact we received from you was on the 21st of November (Yesterday) at 3:17pm
You received an automatic email from us acknowledging your email and advising you to allow up to 72 hours for a response.
Our team responds to emails Monday to Friday and sadly we don't have a telephone system.

I have personally replied back to your emails offering a solution to resolve this matter and I look forward to hearing from you.

Kind regards
Katie
Customer Service Manager

Respuesta de Roov

15 ene 2025

Hi Elane.

Thank you for your review.

I'm so pleased you had a 5 star experience with us and our items arrived with you quickly, our warehouse to try there best :)

Take care,
Roov

Respuesta de Roov

15 ene 2025

Hi Deborah.

Thank you so much for taking the time to leave us a review - the team do really appreciate it!

We're so pleased to see you're happy with your item and rating us 5 stars.

We look forward to hearing from you again in the future.

Kind regards,
Roov.

Respuesta de Roov

15 ene 2025

Hi Maria.

Thank you for your review and apologies for the delay in responding, we're been extremely busy over the festive period.

Looking at your order I can see you placed this at 10pm on the 3rd of November. it was then dispatched on the 4th of November via standard delivery which is 2-3 working days.

I've checked the Evri tracking and can see this was delivered on the 5th of November, the image shows the parcel being accepted at your door.

I can see the review was left on the 7th but we've had no emails or communication from you in regards to not receiving the order.

if you're still having problems please send our customer service team an email and someone will respond to your quickly.

Kind Regards,
Roov.

Respuesta de Roov

15 ene 2025

Hi.

Thank you for your review.

We're so pleased that you're happy with the service given and your happy with your product, I'll be sure to pass this over to the relevant teams :)

Take care,
Roov.

Respuesta de Roov

15 ene 2025

Hi John.

Thank you so much for taking the time out of your day to leave us a review, we do really appreciate this :)

We're so pleased your orders arrived quickly and that you're happy with all the items, it's what we like to hear!

We look forward to hearing from you again in the future.

Kind regards,
Roov.

Respuesta de Roov

4 feb 2025

Hi.

Thank you for your review.

I'm really sorry you had an issue with your order - I do hope this was eventually resolved for you.

If not please send an email to contactus@roov.co.uk and we'll get someone to get this sorted for you.

Kind regards,
Roov