RubymovesReviews of rubymoves.com

Response from RubymovesOct 23, 2026

Thank you for sharing your feedback. While we are disappointed to read your review, we feel it is important to clarify several facts to ensure an accurate representation of the services provided by Ruby International. From the very first quotation, we have been fully transparent regarding our services, pricing, and exclusions. Our documentation clearly identifies shuttle services due to abnormal destination access as an excluded charge, should such services be required. This information was provided in writing before you agreed to proceed with your shipment. Although your shipment was quoted on a door-to-door basis, this does not mean that additional services resulting from restricted access are automatically included. This is standard practice throughout the international moving industry. Once your destination address in Portugal was provided to our overseas delivery partner, it was determined that the street could not accommodate the large delivery truck required to transport your shipment. Consequently, a smaller shuttle truck is necessary to safely complete the delivery. This is not a failure by our overseas partner to provide proper equipment, but rather an access restriction requiring an additional service that was clearly excluded from your original quotation. Our destination agent in Europe, Gosselin Relocation, is one of the largest, if not the largest, military agents worldwide. Here are their comments regarding your delivery location and the reason a shuttle truck is required: "Hi Ashlee, After double checking (checking twice before confirming the shuttle truck requirement) with the local delivery team, they still determined that a shuttle van would be needed for your delivery. Because the truck they will use is 13 meters long, 2.5 meters wide and 4 meters high. If we park the 13-meter TIR Truck there, the driveway would be blocked, and it is not allowed". We also wish to address your comments regarding our communication and transparency. Ruby International has made every effort to explain the charges, provide documentation, and assist you throughout the moving process. At no point were these potential charges hidden or misrepresented. While we understand that international relocation can be stressful, we were particularly saddened by several deeply disturbing messages directed toward our company, including statements wishing for the downfall of our family-owned business. Copied client comments from clients email to us: "More importantly, I'm a praying woman. I pray that each dollar you receive will bring your business to an end" We respect every customer's right to express dissatisfaction and share their experience. However, we believe that communication should remain respectful and professional, even when disagreements arise. As a woman-owned, family-operated business, we take tremendous pride in our reputation, our employees, and the international partners we work with. We strive to treat every customer fairly, regardless of their personal circumstances, while consistently honoring the terms and conditions agreed upon by both parties. We sympathize with the challenges you have described. However, personal circumstances do not change the documented scope of services or the legitimate costs associated with additional services required to complete a delivery. To be absolutely clear, the shuttle charge is not an unexpected fee invented after payment. It is a standard, conditional service charge that was expressly identified as excluded from the very beginning. We remain committed to completing your delivery professionally and in accordance with our agreement.

Response from RubymovesOct 2, 2026

Thank you Nunzia, your 5 star review and comments and greatly appreciated! We look forward to the opportunity of assisting you again.

Response from RubymovesSep 14, 2026

Thank you for sharing your concerns. We are genuinely sorry to hear that some of your belongings were found damaged upon delivery. It is never our intention for a customer’s belongings to arrive in anything other than the condition in which they were shipped. We do, however, feel it is important to provide context regarding this shipment. Your household goods were professionally packed and wrapped at origin in your presence by one of our most experienced crews and loaded directly into a full 20-foot container at your residence in your presence for international transportation to Argentina. Both of your televisions were packed into custom TV boxes made specifically to transport televisions, similar to the original boxes televisions come in when purchased new. An international shipment involves considerably more handling than a local move. After leaving the residence, the container is transported to port, loaded aboard a vessel, may move through transshipment points, and is discharged at destination.  In Argentina, household goods shipments are also subject to mandatory customs inspection, which requires additional handling of the shipment. Goods are unloaded from the container, inspected, handled, and repacked into a transportation truck before ultimately being transferred for final delivery (in your case 750 kilometers away from the port of entry). With a full 20-foot container of household goods traveling internationally and undergoing the required handling and inspection process, there is unfortunately always the possibility that a limited number of items may sustain damage. While we never want to see any damage whatsoever, unfortunately, that appears to be what occurred with your shipment. ​We precisely strongly recommend transit insurance to our customers and provide the opportunity to purchase coverage. In this case, transit insurance was offered and declined for the full 20-foot-container shipment. We also maintain a detailed inventory and condition report at origin. As these were used household goods, the inventory documented the pre-existing condition of the items at the time of packing, including applicable scratches, dents, and other existing wear. We respectfully disagree with the characterization that the damage itself establishes that our packing crew was negligent. Without evidence establishing where and how a particular item was damaged, it would not be reasonable to attribute every instance of transit damage solely to the origin packing crew. We certainly understand how disappointing it is to discover damage after an international move, and we do not minimize that frustration. However, transit insurance exists specifically because damage can occur despite professional packing and careful handling, particularly during an international shipment involving ocean transportation, ports, mandatory customs inspections, and multiple handling points. We stand behind the professionalism of the crew that performed the origin service and regret that some items did not arrive in the condition everyone had hoped. We also stand by our recommendation that customers protect their belongings with appropriate transit coverage for exactly these types of unforeseen circumstances.

Response from RubymovesSep 3, 2026

Thank you so much for your wonderful five-star review! We greatly appreciate your recommendation, and it was truly a pleasure working with you.

Response from RubymovesJul 6, 2026

We take customer feedback seriously and would like to clarify several points regarding this review. The final invoice was first sent on April 30, and on May 5 we advised you by email that your container had sailed on April 27. Under the terms of our signed contract, the final invoice was due within 72 hours of receipt. This payment obligation is not dependent on the availability of online tracking or the provision of a tracking screenshot. With respect to tracking, we did provide the container details. The issue arose because the incorrect shipping line was being used when attempting to track the shipment. Once this was brought to our attention, we sent additional instructions explaining exactly which container number should be used, after which the tracking information became available. The 5% administrative late fee is also addressed within our contract. While the agreement does not specify a fixed percentage or dollar amount, it expressly permits Ruby International to assess administrative fees at its discretion. Given the length of the payment delay, a higher administrative fee could have been applied; however, we limited the charge to 5%. For clarity, the payment timeline was as follows: April 30: Final invoice issued and payment requested. May 12: Follow-up payment request sent. May 28: Final payment request sent. After receiving no response to our repeated emails and telephone calls, payment was processed using the credit card you had provided and authorized us to keep on file, in accordance with our contractual terms and standard business practices when repeated payment requests go unanswered. None of these payment requests or attempts to contact you were answered until after the card on file had been charged. It is also important to note that your move was originally scheduled for 2025 but had to be postponed because the required documentation was not in place. Under the terms of your contract, this last-minute postponement would have resulted in a 25% cancellation fee, as significant planning, scheduling, and resources had already been allocated to your move. As a gesture of goodwill and to accommodate your circumstances, Ruby International made the business decision to waive this fee in its entirety, despite being contractually entitled to charge it. Throughout this process, Ruby International has acted in good faith and in accordance with the signed agreement. The administrative late fee was assessed solely because payment was not received within the agreed contractual timeframe. It was not the result of any action taken by Ruby International. Regarding your request for a receipt, the invoices reflecting your payments serve as confirmation of the amounts received. If you require a separate payment receipt for your records, we are happy to provide one. Finally, the 5% administrative late fee remains outstanding. In accordance with the terms of the signed agreement, your shipment will remain on hold until the outstanding balance has been received. Once payment has been made, we will proceed accordingly.

Response from RubymovesApr 24, 2026

Thank you for your five star review. We appreciate the trust you placed in the hands of Ruby International to assist you with your move. We wish you the best.

Response from RubymovesApr 8, 2026

We take all client feedback seriously, and we are genuinely saddened to read this review as it does not accurately reflect the full scope of the situation or the extensive efforts made on this shipment. From the outset, this move involved specific timing and regulatory challenges. The client had sold their home in the United States and was not planning to be in Vietnam for several months. As a result, storage in the U.S. was discussed, quoted, and agreed upon in advance so that the goods could be safely packed, removed from the residence, and held until the client was ready to proceed with delivery. In addition, Vietnam is widely known to be one of the most complex countries in the world for importing household goods—even for native citizens. Because of this, we proactively connected the client with our FIDI-certified agent in Vietnam prior to packing and loading in Texas. This is a critical step we take to ensure all documentation requirements are clearly understood before shipment. Our Vietnam agent worked directly with the client to review the required paperwork. Unfortunately, the documentation initially provided was not sufficient for import clearance, which resulted in extended back-and-forth communication while attempting to resolve these requirements. Ultimately, our agent advised that the best path forward would be to reroute the shipment through a more lenient port. This option, along with the increased cost and potential for delays due to congestion, was clearly explained to and approved by the client. The container was then booked in alignment with the client’s requested arrival timeframe. As anticipated and disclosed in advance, congestion at the alternate port did occur, contributing to delays beyond our control. Despite these challenges, the shipment did successfully arrive, clear customs, and was delivered. Throughout this process, our team in both the United States and Vietnam remained actively involved, coordinating closely to navigate complex international regulations and ensure a successful outcome. We understand that delays can be frustrating, but they were largely driven by documentation requirements and port conditions—not a lack of action or communication on our part. At Ruby International, transparency and client preparation are top priorities. We make every effort to educate our clients on international shipping requirements before booking, precisely because of the complexities involved in destinations like Vietnam. We stand by the work completed on this move and the level of service provided by both our domestic team and our top-tier overseas partner. It is disappointing to see this effort characterized in a way that does not reflect the reality of the situation. We remain committed to providing professional, compliant, and reliable international moving services, and we encourage future clients to work closely with our team to fully understand all requirements for their destination country.

Response from RubymovesMar 29, 2026

Thank you Ronni. It was a pleasure working with you and your mom. Best of luck!