Ruby UK Reviews

Name: Ruby UK
Address: Ruby UK LTD, Burdon Lane, Highampton, Beaworthy, Devon
Rating: 4.73

4.7 Rating 1,297 Reviews

93 %

of reviewers recommend Ruby UK

4.7

Based on 1,297 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 83%
Accurate And Undamaged Orders	Greater than 71%
Customer Service
Communication Channels	Telephone, Email
Queries Resolved In	Under An Hour

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Ruby UK 5 star review on 20th September 2026

680

Anonymous

Anonymous // 01/01/2019

Filter: Rated 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Frankly, a bit disappointed. I needed fence capping rails for a rental property in Bristol. I live in Oxford. I explained that I would need to to drive the 2 hours to the property to receive the order. I was assured that I would be emailed as to delivery date and text/telephoned to ensure I could be there to meet delivery. Neither of these happened. I was contacted by the delivery driver who was outside the Bristol address with no one home. I was in Oxford at the time. I explained the situation and requested the order be returned and then Ruby would contact me as they promised to do so. There was nowhere secure to leave the order. The delivery driver stated he could not do this and left the order on the street. Luckily it was still there when the tenant got home. Upon fitting, one of the rails was bowed. Again, luckily, we left that one for last to saw up and ‘do the awkward bits of the fence. I am disappointed in the delivery service, the quality of the product and when I emailed all this to complain, I have heard nothing back at all.”

Helpful Report

Posted 1 week ago

Good Morning Melanie, We’re very sorry to read about your experience, particularly with the delivery arrangements and the issue you subsequently found with one of the capping rails. We’re also sorry to hear that you haven’t received a response to the email you sent us. We’ve checked our correspondence but unfortunately can’t seem to locate this email, so we apologise if this hasn’t reached us as intended. I’ve sent you an email directly so that we can discuss everything properly with you and look into what happened. Kind regards, Kate Ruby

Posted 1 week ago

“The delivery time was not as stated, items were sent wrong but replaced but this again added time But after some upsets very pleased with building”

Helpful Report

Posted 1 week ago

Good Morning Kevin, Thank you for taking the time to leave us your feedback. We’re very sorry for the delays you experienced and that some of the items initially arrived incorrectly. We completely appreciate the additional frustration and time this added to your project while we worked to get the correct items out to you. We’re really pleased to hear that, despite the issues along the way, you’re now very happy with the finished building. Please do get in touch if there is anything further we can do to help, or anything you feel we can do to put things right for you. Kind regards, Kate Ruby

Posted 1 week ago

“Ordered 2 Iroko gates totaling £2400, and was given a delivery time of 10 to 15 Days! Following numerous phone calls, of which many were ignored, delivery took over a month. Finally I was promised a delivery date on September 1st, as the fitters had been arranged to be on site. Despite this, delivery did not take place until the 5th, incurring great inconvenience and cost. In addition labels had been attached to the main gate and sprayed over, causing stains. Although an apology was offered, it did not mitigate the frustration caused! At lease they managed to get the sizes right!”

Helpful Report

Posted 2 weeks ago

Good Morning Fred, We’re very sorry to hear about the experience you had with your order and completely appreciate your frustration, particularly after waiting considerably longer than expected and then experiencing a further delay with the delivery. We also apologise for the inconvenience this caused with your fitting arrangements, as well as the issue you found with the labels and staining on the gates when they arrived. I’ve sent you an email directly as I wanted to look into what happened and discuss your experience with you further. Kind regards, Kate Ruby

Posted 1 week ago

“Unfortunately the picket gate I ordered was damaged by the courier company while in transit, so that the outer pales both fell off. While a full refund was provided, I had concerns about the quality of the gate that meant it was damaged so easily and didn't re-order.”

Helpful Report

Posted 2 weeks ago

Good Morning, We’re very sorry that your gate was damaged during transit and completely understand why this left you concerned about the product itself. We’re glad that we were able to resolve the matter with a full refund, but we’re sorry that the experience ultimately meant you didn’t feel confident reordering from us. Thank you for taking the time to share your feedback. We do take comments like this seriously and will continue to review both our packaging and delivery processes to help reduce the risk of damage in transit. Kind regards, Kate Ruby

Posted 1 week ago

“Good customer service and delivery, however due to damage to edge of door frame prior to fit has reduced the score.”

Helpful Report

Posted 3 weeks ago

Good Morning Ken, Thank you for taking the time to leave us your feedback. We’re pleased to hear that you were happy with the customer service and delivery, although we’re very sorry to hear about the damage to the edge of the door frame. I’ve sent you an email directly as I’d like to look into this further for you and see if there is anything we can do to help. Kind regards, Kate Ruby

Posted 1 week ago

“Overall my latest experience has been poor. Before ordering we check on a lead time. We were told 2-3 weeks. At week 4 we contacted to check time scale and were told it would be end of week. This carried on for two additional weeks with a promise of delivery then silence. We finally arranged delivery for end of week 6 only to be told at 3:30 on the Friday if we could confirm the drawings so they could start manufacturing. We were then asked if they could substitute the oak for softwood as it was “easier”. Deliver on week 7, Arrived and quality ok but not great. Signs of woodworm but told this was “normal” and offered £150 compensation (5%) Overall it was sorted however poor experience”

Helpful Report

Posted 4 weeks ago

Good Morning Henry, Thank you for taking the time to leave us your feedback. We’re very sorry for the delays and the lack of clear communication throughout your order. We completely understand how frustrating this experience must have been, particularly after being given several different timescales. We’re glad that everything was ultimately resolved, but we appreciate that the overall experience fell short of the service we aim to provide. Your feedback has been taken on board. Kind regards, Kate Ruby

Posted 1 week ago

“Delay on in delivery it said 7 working days online but took more like 3/5 weeks i ordered two gate's the first one that turned up was damaged a missive crack in it, spoke to ruby and they said they would wavier delivery cost £45. several days later the second gate turned up ok but had to wait for the replacement to be made and finally delivered a few weeks later. not a good experince”

Helpful Report

Posted 2 months ago

“i ordered quite a few lengths of 2"x1" planed larch. I then added 2 more lengths to the order and was informed that this may delay delivery, which was fine. after several weeks and emails i eventually received the delivery, but the 2 extra pieces were missing. I'm not sure how my extra pieces held everything up, when the they weren't delivered. a week alter they turned up. to be honest i've used the planed wood, but it wasn't brilliant, with bits missing, and some pieces very warped.”

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Posted 2 months ago

“bought some british cedar cladding month ago they are t&g it was very hard to join them eachother cause of canal was soo tight also many of them was bendy”

Helpful Report

Posted 5 years ago

“Excessive delivery lead time which you are not made aware of until you have completed the purchase. They then did not stick to the lead time and no communication from them until I chased. Products are ok quality, but nothing to get too excited about. Overall not impressed with the experience dealing with Ruby and will not be buying from them again or recommending them to others.”

Helpful Report

Posted 5 years ago

Hello Mr Stock - we are very sorry that you are not happy with your purchase. The lead times are always given prior to you completing the purchase at check-out so we are sorry if you did not see this. I know there were emails between us about the delivery but I can't see any email from you to complain about the quality but if you would like us to collect these and refund you for your order, please do not hesitate to contact us and we can get this sorted out for you. Kind regards Ruby Customer Service Team

Posted 5 years ago

“I ordered 10 lengths of fence posts, the delivery was 6-7 hrs late, the guy who delivered it put it at the side of our house without our knowledge, when the fencing company came today there was two lengths that where like bananas which had conveniently been placed at the bottom of the pile. Customer service from ruby was good but the products delivered were not good enough”

Helpful Report

Posted 5 years ago

“Website said 1-5 days, as soon as I'd ordered that changed to 10-15 days, actually turned up a month after ordering... Then got a message with a time for delivery, after chasing through the day it was finally delivered 6 hours late... The planters come with metal tags with the company name screwed into them... Wouldn't buy from here again.”

Helpful Report

Posted 5 years ago

Hello We are very sorry that you were not happy with your planters. At the point of order where you proceed to delivery, it does state the following on this item: Shipping method 10 to 15 Working Days Delivery 10 to 15 business days and this comes up before you purchase so you can choose at this point not to proceed with the order. I can see your order on the 2nd April and your order was delivered on the 30th April so this is 18 working days (due to Easter Bank Holidays) and we are very sorry that we were therefore 3 days late on delivery. With regards to our name tags, this is our branding - we make these planters ourselves and as such like them to have our metal labels on which is common for most companies to do so. We certainly though do not wish any customer to be unhappy with their purchase and so we will email you about this. Kind regards Ruby Customer Service Team

Posted 5 years ago

“While the products were exactly what I was looking for and at a good price, they took much longer to arrive than advertised and I had to chase delivery via the phone. When I did so they told me they would call me back, and didn't, opting to email instead. They were advertised as arriving in 10-15 working days, and in the end I ordered on the 31st March, and they didn't arrive until 29th April.”

Helpful Report

Posted 5 years ago

“I was told that my delivery would be between 13.50 -15..50 and it arrived at 12 midnight then dumped on my front lawn. Lovely”

Helpful Report

Posted 5 years ago

Hello We are extremely sorry to hear this about the delivery. I am now making enquiries with the courier company as to what happened here as they are not allowed to delivery past 9pm to our customers. Our sincere apologies once again for this. Kind regards

Posted 5 years ago

“Wood full of knots some damaged some missing and some one else's order delivered by mistake and collected at 9 o'clock in the evening will not use again”

Helpful Report

Posted 5 years ago

“Not expected the items I bought”

Helpful Report

Posted 5 years ago

“Having confirmed delivery instructions prior to placing the order, what seemed a simple request to be "informed of delivery day & time" turned out to be impossible for Ruby to carry out. 1 to 5 day delivery turned out to be 10 day, No response from " transport manager" as promised by "on line chat" response. No confirmation email on day of delivery nor text/call from delivery driver. However the product, 12ft gate is excellent and great quality.”

Helpful Report

Posted 5 years ago

“The product seems fine, but postage was ridiculous.”

Helpful Report

Posted 5 years ago

Hello - we are very sorry that you are not happy with our postage charge. For orders over £50.00 this is free to most UK postcodes. I can see it was just one item that you ordered and so that is why you were charged our minimum courier fee of £15.00 as this item is too large to send with Royal Mail. Kind regards Nikki

Posted 5 years ago

“Wood was soaking wet. Been in the garage nearly a month still not dry. Looks like it was stored in a swimming pool. If the wood bows i will be seeking compensation”

Helpful Report

Posted 5 years ago

“All that has arrived is one bag of nails. I am still waiting for all the timber.”

Helpful Report

Posted 5 years ago

Ruby UK is rated 4.7 based on 1,297 reviews