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
Company replied
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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
Replied to 100% of negative reviews
Typically replies within 2 weeks
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I wish I had read the reviews before…
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
3 June 2025
Unprompted review
Reply from Roov
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
I ordered from Roov and had mixed…
I ordered from Roov and had mixed feelings about the experience. The product quality was hit or miss, and communication with the company was frustrating—emails ignored and invalid phone numbers. Delivery times weren't ideal either. While some items arrived in good condition, lack of customer service makes me hesitant to shop with them again.
9 March 2025
Unprompted review
Sent to wrong address and refused…
Sent to wrong address and refused refund until they get goods nack
21 March 2025
Unprompted review
Reply from Roov
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
Delivered on time
4 March 2025
Unprompted review
Excellent Shopping experience
Excellent Shopping experience. Great prices and fast delivery.
Only bug bare was that I didn't receive a confirmation E Mail when I paid,
14 February 2025
Unprompted review
Good shopping experience
Easy to order, lots of correspondence throughout, a quick delivery with tracking, and with everything well packaged - really, as an internet shopper, that ticks all the boxes.
16 February 2025
Unprompted review
Great experience using Roov again…
Had to re-order a breakage with our lovely double walled coffee mugs. Was pleased that Roov still selling them as they are ideal for us and everyone comments on them. Roov website very easy to use, ordering was no problem. We were using them two days later, great delivery service. Roov were brilliant.
19 January 2025
Unprompted review
Happy customer
Very happy customer,super quick delivery and great quality product
12 January 2025
Unprompted review
Absolutely first class
Absolutely first class! Brilliant customer services. Excellent price. (Let down by Evri delivery I am afraid but I cannot blame them for that!)
I would definitely use again .😊
I would definitely recommend.👍🏻
3 January 2025
Unprompted review
Reply from Roov
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.
AVOID THIS AWFUL ATTEMPT AT AN ONLINE BUSINESS
THE WORST CUSTOMER EXPERIENCE EVER - DO NOT BUY FROM THIS COMPANY UNLESS you want next to zero responses to email, no way to cancel or change an order, weasly replies to emails and questions, no way to contact other than emai, the sooner ROOV go out of business the better, I would have given them minus 5 stars if I could, awful, awful, awful.
UPDATE 4/2/25 - Royal Mail email confirming delivery sent twice in two weeks to Roov/Xbite/Blackledge or whatever they’re called and still no response, refund, reply of any sort !
UPDATE 10/2/25 - Emails sent with proof of delivery, still no email response, what’s going on Roov/Xbite/Blackledge ???
UPDATE 17/02/25 - Still no response to Emails, despite sending from multiple Email accounts that have no problem elsewhere with sending or receiving mail. Would you like me to post the proof of return via registered mail?
30 December 2024
Unprompted review
Reply from Roov
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.
Appalling
I’m being asked to write a review on the item and service I’ve received from Roov the item hasn’t even arrived yet and I’m getting worried that it won’t!! I’ve emailed Roov asking where my item is and as yet have had no response I’m wondering if this company actually exists or have I been scammed. So far the interaction with Roov is appalling and would not recommend the to anyone
18 December 2024
Unprompted review
Reply from Roov
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.
Jars received in pieces
Jars received shattered in pieces.
No response from the company after sending pictures and asking for a refund.
Non existing telephone, no existing customer service.
7 November 2024
Unprompted review
Reply from Roov
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.
First time user of the site and cannot…
First time user of the site and cannot fault service and items.
5 December 2024
Unprompted review
Reply from Roov
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
Goods received damaged,
Goods received damaged,
Shame, as this was suposed to be a birthday gift for me from my husband. No response from the company about required return and refund.
Non existing telephone, no existing customer service.
I had much higher expectations from this company, regret that bothered. Hope my hubby have his money refunded :(
21 November 2024
Unprompted review
Reply from Roov
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
Great seller
Great seller , and super quick delivery highly recommend
13 November 2024
Unprompted review
Reply from Roov
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
Reply from Roov
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.
Reply from Roov
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.
Top marks
Efficient service and product ordered was of good robust quality. Will shop here again. Thankyou Roov.
28 October 2024
Unprompted review
Reply from Roov
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.
Quick delivery of excellent products
Very quick delivery of my purchase and I was kept up to date throughout the process. The quality of the product is excellent and will be added to my christmas display this year.
11 October 2024
Unprompted review
Reply from Roov
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.
Bought 2 bamboo shelves
Bought 2 bamboo shelves - one is perfect, the other the holes for the screws are in the wrong place, so it doesn’t work. I’ve tried to reach out to the company, many different ways. Never a reply. Or emails have bounced. No phone number that is valid, so no idea how I’m expected to get this resolved. First time shopping here and probably be the last. Shame really as they have a lot to offer.
3 October 2024
Unprompted review
Reply from Roov
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
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