Complaints

This profile includes complaints for Rove Concepts's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Rove Concepts

  225 34 W 7 Ave Vancouver, BC V5Y 1L6

• 

  Rove Concepts

  8414 Melrose Ave West Hollywood, CA 90069-5306

• 

  Rove Concepts

  8414 Melrose Ave West Hollywood, CA 90069

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the product on September 15, 2024, but it did not arrive until Late October/Early November. I last contacted the business on Monday, June 2nd.
  

  
  

  t, and it makes me wonder why its always on sale. A $2000+ sofa should come with peace of mind about quality and support.Every time I reach out, Im met with robotic replies and policies Id never heard of (and that they failed to mention the first time around), like a 3-day reporting window and no fabric warranty. Apparently, after 72 hours, they take no responsibility.Their best offer? Hire a professional ********** honestly shocked. *** purchased a lot of furniture in my life and have never encountered this level of inflexibility, poor product performance, and dismissiveness from a brand that presents itself as high-end.If something goes wrong, they won't take accountability. Overall, I'm left with a rapidly deteriorating couch that I'm afraid to even sit on.

  Business Response

  Date: 18/06/2025

  We appreciate the opportunity to respond to our customer's concerns and were genuinely sorry to hear about their dissatisfaction with the ***** Sofa.
  
  The order of events were as follows:
  09/15/2024: The customer placed their order of 1 x ***** Sofa.
  10/08/2024: The sofa was delivered to the customer's home.
  04/07/2025: The customer contact ************** to advise that the sofa had become stained.
  
  Were pleased that all parties are aligned in that the sofa was delivered in good condition, and that no concerns were raised during or immediately after delivery. As noted by the customer, the discoloration began appearing after use. While we understand their frustration, Rove Concepts cannot be held responsible for wear or damage that occurs during use in their home over time.
  
  Our Customer Experience team has been in contact with the customer, but do regret that when markings appear post-delivery, options for resolution are limited. 
  
  We do take pride in the quality of our products and strive to provide accurate expectations regarding care and warranty coverage. While we understand this outcome may be disappointing, we have made every effort to assist within the bounds of our policies and appreciate the feedback, which well continue to use to improve the customer experience.
  
  Additional documentation such as customer communication transcripts and proof of delivery can be provided should you feel it necessary.
  
  Sincerely,
  Rove Concepts ***************** Team

  Customer Answer

  Date: 20/06/2025

   
  Complaint: 23430044
  
  I am rejecting this response because it does not adequately address the issue I have raised.
  
  My experience with Rove Concepts and the ***** Sofa has been deeply disappointing. I purchased this item as a high-end piece intended for regular use but treated with exceptional care (no food or drinks near it, and no spills). Yet, despite this, unexplained discolourations and stains have continued to appear over time. When I followed the companys suggested cleaning method, the issue only worsened, leaving an even more prominent and permanent **** on the fabric (which, without a disclaimer provided that this may occur).
  
  Rather than acknowledging this as a potential product defect, Rove Concepts continues to deflect responsibility, offering only dismissive suggestions like hiring a professional cleaner. Their communication has largely consisted of unhelpful responses and in one message, they referred to a 3-day reporting window and fabric exclusions from warranty, policies I was never made aware of until well after the fact.
  
  It is clear this issue is not isolated. Numerous reviews across multiple platforms describe similar problems with this and other Rove products, especially related to staining, fabric integrity, and poor customer service. Claims that they previously said to me were the first time they'd heard of this issue are simply not credible. I have attached numerous claims of similar issues taken from ****** Reviews and Trust Pilot.
  
  I maintain that this is a manufacturing defect. I did not spend over $2,000 for a product that deteriorates within a year. I reject the companys unwillingness to take accountability and am requesting a full refund. Until then, I will continue to advocate for transparency so that future customers are fully informed of the risks before purchasing.
  
  Sincerely,
  
  ***** ***

  Business Response

  Date: 23/06/2025

  The customer has referenced reviews from other individuals; however, of the reviews cited, only one pertains to the same fabricAlesundand in that review, the customer simply states that the fabric is not practical. This reflects a personal opinion based on their own experience and home environment. Rove Concepts acknowledges that light-colored fabrics, such as the beige Alesund, may not be suitable for every household, as markings and stains are more visible on lighter upholstery.

  In this case, the customer's specific concern is that stains are appearing randomly, without any identifiable cause. This type of issue is not reflected in the reviews cited, nor is it something Rove Concepts has previously encountereddespite having sold thousands of pieces in this exact fabric over the years. While some customers have noted that their pieces became stained and expressed frustration that cleaning methods were not fully effective, those instances have consistently resulted from regular use, not unexplained or spontaneous markings.
  
  It is also worth noting that the continued use of this fabric in our product lines is a direct result of the overall satisfaction expressed by the majority of our customers. ************** is committed to offering high-quality products, and it would not be in the company's interest to knowingly offer materials that fail to meet our standards or those of our customers. Customer satisfaction is fundamental to our business, and any emerging patternssuch as product issues or fabric-related concernsare closely monitored. At this time, there is no indication that the Alesund fabric presents any inherent quality issues that would warrant its removal from production.
  
  While we were glad to have the opportunity to further review the concerns, the facts that we originally presented do remain relevant: the product was delivered in good condition on October 8, 2024as shown in the attached proof of delivery. The customer reported to ************** that the piece had become stained on April 7, 2025, approximately six months after delivery. By that time, the furniture had been in active use within the customers home. The reported concern is related to staining, not to any structural issue or product defect that would be covered under the Rove Concepts warranty.

  We respectfully maintain that Rove Concepts cannot be held responsible for staining that occurred after delivery, while the product is in the customers care.

  Attached to this response:
  -Proof of delivery confirming the product arrived in good condition on 09/15/2024
  -Record of the customers first report of staining on 04/07/2025
  
  We regret that we are unable to offer a resolution beyond what has already been communicated.

  Customer Answer

  Date: 23/06/2025

   
  Complaint: 23430044
  
  I would like to respond to several points raised in the message and provide further clarification on my experience, which I believe continues to reflect a legitimate issue with the quality or durability of this fabric, one that warrants further attention.
  
  While the staining was formally reported on April 7, 2025, the issues began appearing a few months after the delivery in October 2024. During periods of extended travel, the sofa was left unused, which is why the report was not submitted immediately. The delayed report does not change the fact that the problem began well within the first months of ownership.

  The core issue remains: the stains appeared randomly and without any direct cause. As Ive stated previously, I would know if something had been spilled or if a specific incident occurred. Thats not the case here. This isn't about general wear and tear or common household mishaps; these stains have emerged in a way that suggests a possible underlying issue with the fabric itself.
  
  While only one of the cited reviews mentions the Alesund fabric by name, many others describe nearly identical issues: discoloration, poor stain resistance, and cleaning difficulties. This points to a broader concern with Rove Concepts light-colored fabrics, even if the specific fabric name isn't always referenced. Additionally, Roves response overlooks the fact that many customer reviews do name the product purchased (e.g., the ****** Sectional), and a simple online search confirms that these items are available in *******. Its not difficult to connect the dots and see a consistent pattern.
  
  Rove Concepts team recommended the use of a diluted *****-brand cleaner. I followed the instructions exactly, including spot testing. Unfortunately, this made the staining noticeably worse. This outcome has never been acknowledged in their responses, despite the fact that I was following advice from their team. For reference, here is the original message I received from the claims team:
  
  Our claims team has reviewed your inquiry and recommends the following cleaning method for white and off-white colors, such as Alesund:
  
  Dilute *****-brand upholstery cleaner before application.
  Dab the cleaner firmly into the piece rather than rubbing, to preserve the fabric.
  Always spot-test in a discreet area and allow it to sit for 12 days before applying it to a larger section.
  
  Its disappointing that no accountability has been taken for this recommendation or its result.
  
  I have also come across another customer who is now selling their ************** couch after facing similar unexplained staining. Photos of their situation are attached. Their experience mirrors mine: random markings on light fabric (Aselund) that cannot be explained by spills or use. This adds to the growing body of evidence that the issue may not be isolated.
  
  Rove Concepts states that light fabrics may not be suitable for every household. I find this explanation overly dismissive. I have owned other couches with similar-coloured upholstery and have never had issues with mystery staining or the inability to clean them. A light fabric being more susceptible to visible marks does not justify random staining with no cause, or a fabric that retains marks despite recommended cleaning.
  
  A couch is a product meant to be lived on. If simply sitting on it or using it as intended results in long-term stains, then that raises serious questions about the materials durability and practicality. It should not be considered acceptable for a piece of furniture at this price point to become blemished from light, everyday use, or for stains to appear at random.
  
  Its deeply concerning that Rove Concepts has shown no interest in investigating whether this could be a production or material defect. Any customer and quality-focused company would likely ask the following: Was this particular batch of fabric tested? Was the product manufactured on a day when other issues were reported? Has this pattern appeared elsewhere, even if reported through social platforms or resale listings?
  
  It is not unusual for product issues to affect a small percentage of customers, and this does not invalidate the legitimacy of those complaints. Just because a defect doesnt affect thousands doesnt mean its not real.
  
  Their statement that there is no indication that the Alesund fabric presents any inherent quality issues simply does not reflect the reality presented by multiple customer experiences, mine included. I plan to continue compiling and sharing these examples if required.
  
  In closing, I remain disappointed by the lack of ownership shown by Rove Concepts. This is not a case of misusing or damaging a product; it is about unexplained fabric behaviour, failed cleaning methods recommended by their team, and a complete lack of effort to investigate the cause.
  
  If customer satisfaction is indeed fundamental to their business, then these concerns deserve more than template responses and deflections.
  
  Sincerely,
  
  ***** ***

• Initial Complaint

  Date:02/04/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered a marble table over two months ago and paid for white glove delivery, meaning assembly would be included. The oval top weighs 300 pounds and has a rounded edge, so it really needs to be assembled by a team.First, the top of the table was damaged in transport and the delivery team decided not to deliver while we there replacement top on order. This was a reasonable decision, but that's where this goes off the rails.The replacement top arrived with no base, and no assembly and Rove's team would not establish a new time for delivery of the base and assembly of the full product. After we refused delivery on the top twice, I was assured they would arrange for delivery of the the base and assembly if we accepted the top. So I agreed to take the delivery.Rove subsequently lost the base, which had already arrived at the local warehouse and had to order a new base which took another 2-3 weeks to arrive. In the meantime, we have had to store a 300 pound marble slab in a crate, which takes up my entire dining room for 3 weeks.The base arrived today, but the delivery team was not equipped to assemble the full table. They insisted that white glove applied to only the part delivered. We are still waiting for assembly of a table that we can't reasonably assemble on our own in our dining room.

  Business Response

  Date: 02/04/2025

  Dear Better Business Bureau,
  
  We appreciate the opportunity to respond to ******* concerns.
  
  At Rove Concepts, we take customer satisfaction seriously and strive to resolve issues fairly.
  
  We agree that the assembly services that the customer paid for on purchase have not yet been completed, and as such we have employed a third party delivery team to provide the services. The services are scheduled for tomorrow, April 3rd between the hours of 9am and 1pm. The customer is aware that the service is scheduled to take place tomorrow.
  
  The customer has been provided with a point of contact within our management team, whom they can contact directly with any additional questions or concerns. We remain committed to working with the customer and welcome the opportunity to resolve this matter amicably.
  
  Sincerely,
  Rove Concepts *************

• Initial Complaint

  Date:01/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 23134972
  
  I am rejecting this response because:

  This company doesnt do anything but continue to lie and NOT take responsibility. 
  Not one person in management has tried to reach out to me. ZERO. I have the proof. The person that called was to see when they could pick the sofa up. At my cost! I told the salesperson who is horrific that I was in ****** until 4/5. The salesperson lied to my wife and I when we visited the showroom and met with salesperson. We sat on and loved the **** model they had in the floor. I specifically told salesman that we looked the style of the ****** model online. I asked will that be the same comfort level and size of this one except for size and style? He said YES. 
  

  Based on his assurances, I made the order a few days later. When the sofa came it was 6.5 inches shorter than the **** model we saw at showroom! Also it was as hard as a brick and nowhere near as comfortable.

  Also, as we were leaving the showroom that day we were there,  I saw a sofa that was really low. I said to the salesman the ****** is not low like this one is it? He said No its bigger. Another LIE. In fact I emailed him as soon as my wife called me and said that sofa was delivered and it was so low. She said to me this is just like that low one at the showroom and the salesman said it wasnt that low. I have copies of emails. 
  he also lied and went back in his word in writing that he would include the upgraded shipping.

  They have an F rating with the BBB and tons more horrible reviews on them are out there. All I am sure all well deserved.

  I want the sofa picked up and my full purchase price refunded. Their refund policy means nothing once they lied repeatedly and misrepresented the product.

  If they continue to lie and not hold themselves accountable for their lies and mistakes, I will have charges reversed by my credit card company. In speaking to them, they said based on my side of the story I would definitely get refunded.

  Rove concepts needs to get off of their high horse, accept responsibility and make this right immediately.

  If they continue to fight me wrongly, I will have sofa put in storage and they can eventually go pick it up there.

  FULL REFUND, NO LOSS TO ME WHATSOEVER and sofa picked up after 4/5.

  Once I confirm that they will not bend or give me full refund, I will have charges reversed disputed and reversed by my credit card company.

  Sincerely,
  
  ******* ******

  Business Response

  Date: 03/04/2025

  Dear Better Business Bureau,
  
  Thank you for passing on the feedback. We would like to address the concerns raised regarding the ****** sofa and provide further clarification.
  
  Upon reviewing the details, we would like to confirm the following:
  
  Seat ****************start="329" data-end="332"> As per the product specifications available on our website, the height of the ****** model is 25 inches. Within the email chain between the customer and the sales associate, prior to delivery, the customer confirms that they know that the height is 25", and the sales associate replied to confirm again that the heigh is 25" and provided full dimensions of the piece. The customer did not make a request to cancel the order.
  
  Firmness of the **************start="698" data-end="701"> The ****** sofa features high-density foam, which is designed to be firm upon delivery. However, please be advised that this foam will soften over time with regular use. Any information provided regarding the firmness level would take this into account.
  
  Review by Management:
  We have not claimed that management has tried to contact the customer directly. It is not standard practice for management to handle a situation such as a product return. Following a thorough review of the email communication with our sales associate, we did not locate a request for management to reach out directly.
  Within the email chain, the sales associate did confirm that the delivery service level could be upgraded, however there was no mention of the services being complimentary. The customer was informed that the services would cost an " additional $159".
  The information found within the emails was found to be accurate, and aligned with policy. A return was requested and has been authorized, and so there is no alternative resolution that can be provided at this time by management.
  
  Return *****************start="1181" data-end="1184"> We are happy to assist with the return and can arrange for the sofa to be picked up from an alternative address, such as a storage unit, if needed. Please note, as per our return policy, the return window is 30 days from the date of delivery. We recommend that the customer proceeds with the return at their earliest convenience to ensure compliance with this timeframe. With that said, the customer being out of town until 04/05 is not a problem, as the return window is open until 04/25.
  
  We hope this clarifies the situation. If you require any further assistance, please do not hesitate to reach out.
  
  Sincerely,
  Rove Concepts *************

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23134972
  
  Dear BBB and Rove dishonest Concepts,

  There is a reason why this company has an F rating with the BBB and have tons of other poor reviews on other review sites with customers citing similar experiences as mine.

  This latest response from Rove Concepts was truly laughable. They continue to lie and gaslight. They continue to not any accountability whatsoever.

  Their management is truly unprofessional, incompetent and refuse to take any blame or accountability.

  The email that they provided proves my point! I emailed them as soon as my wife said that the 25 high that the couch is too low and not what the salesman told us.

  So immediately raised a red flag and emailed the salesperson. He confirmed that it is only 25.

  When the couch arrived we were so disappointed and not look the way we were told it would look. Then I immediately emailed the salesperson.

  The salesman, AGAIN told us when we asked the question if the ****** sofa was as comfortable as the **** model they had on the showroom floor that we saw and sat on, the salesman said yes! When we asked if the ****** model we saw on line would be the same look and dimensions as the **** model on floor, he said YES! Its just a different look/style.

  Also, AGAIN when we were leaving the showroom we saw a couch that really sat low to ground. Which was only 25 inches high. I said to the salesperson the ****** we like doesnt sit this low does it? He said no. Its the same as the ****.

  AGAIN, based on the salespersons assurances, we decided to place the order a few days later.

  He lied and misrepresented the sofa to us. Period, end of story. The fact that they dont even have the guts to sign off with their real name on these emails speaks volumes. AGAIN, Look at their horrible ratings with just the BBB alone!

  I will not continued to be lied to and gaslighted. They have accepted no responsibility, offered no solution to make it right by waving some fees, etc. NOTHING.

  I had already spoke to my bank. They said based on the letter I sent them describing everything in detail, the charge for the sofa will be reversed. They have never let me down yet. They will even give me a temporary credit until investigation is complete. I will also take Rove Concepts to small claims court if for some odd reason I do not get my full refund from my bank. Which I doubt.

  If they want to continue to fight me over the $500 or so they would take out of my refund, so be it. Very foolish as it will cost them more than that once I am said and done. They did not respond to my 3-4 emails for over a week! Horrible customer service all the way around.

  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 02/04/2025

  Dear Better Business Bureau,
  
  We appreciate the opportunity to respond to Anthonys concerns.
  
  According to our records:
  On 03/06/2025, the customer placed an order for a black "******" Sectional. The product was successfully delivered to the customer on 03/25/2025
  On 03/26/2025, the customer advised that they wanted to initiate a return, as the sectional did not meet their needs in terms of comfort level. They acknowledged that they had an understanding of the return policy that had been agreed to on purchase, in that transit fees incurred by completed offline services, are non-refundable.
  On 03/31/2025 Rove Concepts replied to the customer to confirm that a return was possible and that a third party carrier had been employed to collect the sectional from the customer. ************** confirmed within the email that outbound transit fee and return transit fee were both non-refundable.
  
  The next step to proceed with a return of the item, is for the customer to schedule a suitable time and date for the carrier to pick-up the sectional. The customer has confirmed that the carrier has already made contact with them via phone call. Once the sectional has been returned, the customer will be refunded for the product, less the non-refundable transit fees, in alignment with policy.
  
  Email transcripts and Rove Concepts return policy are attached for reference.
  
  We remain committed to working with the customer and welcome the opportunity to resolve this matter amicablyif they have questions or concerns, then can reach out to us directly at any time.
  
  Sincerely,
  Rove Concepts *************

• Initial Complaint

  Date:25/03/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 25/03/2025

  Hi *******,

  Thank you for taking the time to reach out to us, we are very sorry to hear that you are unhappy with your Rove LAB purchase and return. 

  Our Rove LAB team has confirmed that they are happy to waive the $99 return fee as an exception in goodwill, our RoveLab customer support team will be in touch shortly to confirm the details of the return process. 

  Should you have any further questions or concerns, please do not hesitate to reach out.

• Initial Complaint

  Date:04/03/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 23016564
  
  I am rejecting this response because:

  I followed up after the last call because the return hasn't been scheduled yet but no answer. I really need this to be picked up asap as it's taking a lot of space. It's been more than a week since I requested a return and someone needs to follow up urgently to schedule a return. They are taking way too long to resolve this and not understanding customer has to deal with all the inconvenience caused by Rove Concepts.
  
  Sincerely,
  
  **** ****

  efund. Why would they keep sending defective items to customers in the first place and try to negotiate the price, is this on purpose..? I paid more than $3000 and this should've arrived in new condition and I didn't need to go through this. I'm wasting my time/money and this is causing a lot of inconvenience for me.

  Business Response

  Date: 05/03/2025

  Hi Hana,

  Thank you for taking the time to reach out to us, we are very sorry to hear that you have had a negative experience with your Rove purchase.

  Upon review, we can see that your claim was filed on Wednesday, February 26th afternoon, and we first replied on Friday, February 28th, morning. Following your reply to our initial email on Monday, March 3rd, a member of our Claims Team spoke to you over the phone the next day to confirm a final resolution. Kindly note our response time for Claims is up to 2-3 business days, and we do our best to ensure all claims are replied to within this timeframe. We understand claims typically accompany a less than ideal order experience, and appreciate your patience while we work to resolve your claim. 

  As for the resolution offered, for large items that are not structurally damage, our team does typically first explore a discount in the event that you are interested in keeping the piece at reduced cost, however this resolution is only an offer, and we are always open to reviewing further should you prefer a different resolution. It looks like ******* confirmed a final resolution of a pick-up of the item and a full refund on March 4th, so you can expect to hear from us regarding your refund once the item has been collected. 

  We appreciate your patience in the meantime, any questions you may have are more than welcome. 

  Business Response

  Date: 07/03/2025

  Hi Hana,

  Thank you for your response, we are sorry to hear that we have not been able to resolve your claim in a manner that meets your expectations. 

  While we work to resolve all claims as efficiently as possible, our response time is, as the previous response notes, up to 2-3 business days. In the case of return or pick-up requests, they can take up to 1-2 weeks to arrange once confirmed as scheduling is subject to the local delivery team's availability. We understand where you are coming from and are working to have the claim resolved as urgently as possible, and our team will prioritise your request and be touch once an update is available. 

  Any questions in the meantime are more than welcome.

  
  

  Customer Answer

  Date: 13/03/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:03/03/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *** ******

  Business Response

  Date: 05/03/2025

  Hi ***,

  Thank you for taking the time to bring the matter of your claim to our attention. We have reviewed the details of your communications with us and want to acknowledge that your initial claim was filed on October 18th and a delay of this degree to resolving your claim is unacceptable and not a reflection of how we expect issues to be handled. 

  Our Productions Team is aware of the issue that you experienced with your original order and we are committed to ensuring the issue does not recur with future batches. We will also be reviewing your case in detail so that our team remains committed to effective resolutions for the future. As for your resolution, we are happy to confirm that a pick-up has been scheduled for today (March 5th), and you will be refunded in full upon pickup. 

  We apologise for the negative experience you had with this order and hope we are able to resolve this case for you right away. Please expect to hear from us regarding your refund by end of day today. f you have any questions in the meantime please do not hesitate to reach out. 

• Initial Complaint

  Date:13/02/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I am waiting for the Rove Concepts company to replace the table again for me. If the quality is still problematic, we will discuss a refund. Thank you!
  
  Sincerely,
  
  *** ****tudy, and took away the desktop with the damaged corner, promising another replacement. They also confirmed that the ceramic desk leg were fine and did not need replacement.3. Third delivery -- February 13, 2025: The same delivery company from the first attempt delivered another replacement desktop. But the team found that the area where the screws attach to the ceramic desk leg had been damaged by the second installation team. As a result, the newly delivered desktop could not be installed, and they said the ceramic leg must also be replaced. So they took away the new desktop, leaving the desk still unusable.Due to repeated product quality issues and the unreliable installation team who are shifting blame between themselves, this entire process has resulted in severe inconvenience. My demands: 1. Take away the unusable desk parts as soon as possible. 2. Expedite the delivery of a new *** desk that meets quality standards, or a full refund to my original payment.Thank you.

  Business Response

  Date: 21/02/2025

  Hi Yan,

  Thank you for taking the time to share your feedback, we are sorry to hear that you have experienced issues with your Rove order.

  It looks like Lexi, Senior Claims Agent, has been in touch to offer the resolution you requested, and that you are in communications now to discuss the terms of the resolution. **** is aware of the circumstances of your experience and will continue to work with you until we reach a satisfactory resolution. 

  If you have any questions in the meantime, please do not hesitate to reach out.

• Initial Complaint

  Date:09/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, we purchased the furniture in June 2022.  The table broke around August 2022.  We contacted them immediately and they told us the table is out of stock but we could buy another one, much more expensive.  No discount, no store credit, nothing. 

  Then, the sofas ripped August 2024.  Note: (We kept the furniture covered each winter- from November until May -in 2022 and 2023).  Their warranty is only for 1 year I believe.  We contacted them on July 16, 2024 and they responded July 23 saying it was outside of their warranty and nothing they could do.  And that the items were out of stock anyway.  No remorse, no assistance, discount or anything.  Such inferior products and should not be marketed as outdoor furniture!

  Business Response

  Date: 11/12/2024

  
  Thank you for taking the time to share your feedback.
  
  Upon review, I see that a full refund for the table was processed in August 2022 due to the ceramic top cracking. Regarding the sofa fabric tearing, we were unable to open the images you provided through the BBB complaint. However, since the order was delivered in 2022, the warranty on soft parts expired in 2023. Issues arising from regular use or wear and tear are not typically covered under warranty. We apologize for any disappointment this may have caused. If you would like to share the images again, please email them to ************************************* Attn: ******.

  Customer Answer

  Date: 12/12/2024

   
  Complaint: 22658866
  
  I am rejecting this response because the vendor could not see the images of the torn furniture fabric so I am resending them again here.  This furniture was sold for outdoor use yet the fabric was not rated for outdoors.  In 2 years (24 mos) of ownership and covered from November to April (6 mos x 2 years = 12 months), the fabric could not withstand 12 months of exposure?  That is unheard of and vendors should clearly disclose that the fabric is not weather-proof or weather-safe for standard use.  To sell furniture for outdoors but it can't withstand the elements is a fraud. Total waste of money.
  
  Sincerely,
  
  ** ******

  Business Response

  Date: 17/12/2024

  Thank you for sharing your feedback and allowing us the opportunity to address your concerns.After a thorough review, we see that the ceramic table in this order was refunded in 2022, following the claim you filed at that time.Regarding the fabric of the daybed, since the order was delivered two years ago, it unfortunately falls outside our one-year warranty for soft parts on outdoor pieces. As outlined in our warranty policy, wear and tear or damages resulting from regular use are not covered. You can review our full warranty policy on our website for further details.Additionally, we regret to inform you that we do not currently offer individual covers for the day bed. We sincerely apologize for any inconvenience or disappointment this may have caused.If you have any further questions or concerns, please dont hesitate to reach out to us.

  Customer Answer

  Date: 17/12/2024

   
  Complaint: 22658866

  
  I am rejecting this response because Rove Concepts should not sell products labeled as "outdoor furniture" if the furniture is not intended to be used outdoors. As mentioned, the outdoor coffee table we purchased cracked in half a few weeks later while sitting in our backyard. Moving forward, after just two ******* since our original purchase of the outdoor couch set and day beds, all the fabric on the furniture has been torn to pieces and denigrated. The fabric sold as outdoor rated is not intended to be outdoors. I am attaching additional pictures of the couch fabric to this email for your review.

  We spent thousands of dollars and many hours purchasing the furniture from this retailer under the false pretense that it was selling outdoor-rated furniture. Consumers should not bear the cost of a misleading company that is clearly selling subpar products that are not intended to be used as advertised. Also, even though Rove refunded the price of our coffee table, we still had to pay for the seating set without any resolution. It is simply not fair. 

  
  Sincerely,
  
  ** ******

• Initial Complaint

  Date:08/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 22528556
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 11/11/2024

  Thank you for taking the time to share your feedback, we are sorry to hear the bed has not met your expectations. 

  After a thorough review, our team has confirmed that the bed dimensions match what is advertised on our website. While there can be some variation depending on the mattress used, the dimensions provided online align with what has been received, we appreciate your understanding. 

  We understand that sometimes a product may not meet expectations once it arrives, which is why we have a return policy in place. A member of our claims team will be reaching out shortly with details on how to proceed with a return.

  If you have any further questions, please dont hesitate to reach out. 

• Initial Complaint

  Date:28/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 22479163
  
  I am rejecting this response because: the company advised me that I was able to see the incorrect image (I.e - the product I assumed I was purchasing) because the rove concepts website is lagging and I, as a consumer was supposed to choose different options. How am I supposed to know the specifics of a fabric, when the image is wrong. Additionally, how am I supposed to know at that this a completely different product. 

  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 28/10/2024

  Thank you for reaching out and sharing your feedback. I apologize for any inconvenience youve experienced with your product. Our claims supervisor will contact you by the end of today to discuss a resolution for your Womb chair, covered under our warranty policy.

  In regard to the Reya Sectional, weve confirmed that the Alesund fabric is accurately listed as "Modern Felt" and not suede on our website. This can be verified on both the product page here and on the swatch request page here. Please let me know if you have any further questions in the meantime. 

  Business Response

  Date: 29/10/2024

  Thank you for taking the time to respond.

  The order was placed online through the website by yourself. On the website, we state which fabric colours and fabric types are available, and you chose Alesund- Modern Felt, not suede. A concierge manager will be contacting you today to discuss further. Please do not hesitate to reach out if you have any further questions in the meantime. 

  Customer Answer

  Date: 29/10/2024

   
  Complaint: 22479163
  
  I am rejecting this response because:
  Kindly see attached email conversation. 
  
  Sincerely,
  
  ****** ****

  Customer Answer

  Date: 29/10/2024

   
  Complaint: 22479163
  
  I am rejecting this response because: emailed regarding resolution or never steps for legal actions. 
  
  Sincerely,
  
  ****** ****