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

• 

  Rove Concepts

  8414 Melrose Ave West Hollywood, CA 90069-5306

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:12/06/2024

  Type:Delivery 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.

  the transaction date is February 26th, 2024, for $2969.64 plus the membership fee of $226 on February 2nd which was paid in order to get a discounted price on the couch and would not have been purchased had I not been buying the couch. I bought a couch from Rove Concepts on February 26th. The sofa arrived on April 1st, and the two couch sections were different colours. By April 3rd, the company agreed to send me a new couch, ensuring that this one would be inspected before shipping. They don't inspect all their couches. The second couch arrived on May 25th with excessive delivery complications, which I will not outline here. The replacement couch, though supposedly inspected before shipping, came with the fabric too loose; therefore, the sofa looks baggy and sloppy. This is after being inspected before shipping. **** told me to steam iron the sofa as if that would tighten the fabric and make it fit better. The company offered a 20% discount, which is not a satisfactory discount to me, and I prefer a refund. When I refused the 20% and requested a refund. I received silence for three days until I wrote, informing them that I would dispute the charge with my credit card. **** then phoned me, but I wrote back requesting the communication be kept in writing so I have an accurate record of what is said, which generated more silence. At this point, I am done with this company. I paid in good faith in February, and it is now June, and I still do not have a couch that meets my satisfaction or an agreeable solution. Refund requests have gone unacknowledged. Attached: copies of the communication between myself and the company regarding the couch's multiple errors and poor attempts to correct the situation. I am also filing a complaint with the Better Business Bureau. I have pictures of both couches that I can forward upon request. Rove Concepts is slow and seems unequipped to support customers when there are issues. Could not attach all my files, I am happy to forward

  Business Response

  Date: 13/06/2024

  Thank you for taking the time to share your feedback. Firstly we apologize for the issues with your order, rest assured it is our priority to resolve the issue asap. All product feedback is taken seriously and will be reviewed further internally, we appreciate your understanding. A member of our dedicated claims department will be in touch shortly to arrange pick up of the order. Please do not hesitate to reach out if you have any further questions in the meantime.

  Customer Answer

  Date: 14/06/2024

   
  Complaint: 21822803
  
  I am rejecting this response because: Rove Concepts sent me a private email requesting I withdraw the credit card dispute which seems unethical. They had ample opportunity to provide a refund but instead choose to go silent for days and then try and make me pay to return their mistake. I do not trust that withdrawing the credit card dispute would have Rove Concepts provide a full refund as I read in other complaints about them withholding dillivery fees etc. I will now dispute the membership fee with my other credit card company. Add to this I have provided this company enough of my time including two four hour delivery windows and I am not providing another four in order for them to pick up the defect which I would have had Rove not played refund games when I was sent not one but two couches that had issues. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 18/06/2024

  Thank you for reaching out to us. We sincerely apologize for the inconvenience caused by your order. Rest assured, resolving this matter is our top priority. Regarding the chargeback process, once a chargeback is initiated, the funds are held by the bank during their review, which can take up to three months. Because the funds are not available in our account during this period, we are unable to process a refund directly. To expedite the resolution, we kindly request that you close the chargeback and provide confirmation of this action. Once we have received confirmation, we will provide a refund. In the meantime, the carrier will need to collect the sofa as you no longer wish to keep. Our claims' supervisor will be in contact to discuss further. Please do not hesitate to reach out if you have any further questions in the meantime. 

  Customer Answer

  Date: 19/06/2024

   
  

  Complaint: 21822803
  

  Rove Concepts has made repeated attempts to have me withdraw the dispute with the credit card which then leaves me without protection if they fail to act ethically. Based on history and other complaints I have read I am maintaining the credit card dispute for my protection. **** continues to attempt to persuade me through multiple emails and attempting to have the carrier pick up the couch (I guess so they can sell it to some other unsuspecting customer) though the complaint has not been resolved. This is an attempt to bully me into withdrawing the dispute though I do not have my money back. There has been zero ethical action on Rove Concepts part so I do not trust this company and will therefore maintain the dispute. Further Rove Concepts has ignored my multiple requests to not contact me directly and to go through the credit card dispute or the BBB. I have told them 4 times to STOP!!!! They refuse and continue to try and bully me into withdrawing the dispute. I am an informed consumer I know it is not within my best interest to withdraw the dispute with the credit card company now will I. Further to that Rove has yet to refund to Feb 26th membership charge which I have not filed a credit card dispute about as of yet so it is a lie to say all the money is being held by the credit card and it would have been a show of good faith to refund that portion but they have not. I will now proceed with disputing that charge with that credit card as Rove Concepts continues to act in unethical ways. The simple fact that **** attempted to have me withdraw the dispute without providing a refund first is a clear display that this company does not act ethically. 

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

• Initial Complaint

  Date:23/04/2024

  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.

  Ordered 11/16/2023, delivery taken on 12/29/2023. We paid $3,617.83 to the vendor for (1) Winston 63" Dining Table and (6) Aubrey Side Chairs. I purchased your 63" Winston Ceramic Marble Table in October, waited two months for it to be delivered. Three months after we got your table delivered, we reached out to you regarding a clear defect in craftsmanship in our veneer on the underside of the table, and was VERY surprised that Rove Concepts told us that they won't do anything to stand behind their craftsmanship and products!!!! We spent over $2000 on just the table, and another $450 for delivery and you guys won't honor a warranty due to failed product quality? We are very displeased and will continue to share our experience and tell people TO STAY AWAY FROM BUYING ANYTHING with Rove Concepts whenever we get the chance! We are a family of two and haven't even hosted our first holiday dinner on your table and it's already showing clear marks of falling apart. We are kindly demanding a new replacement top to be sent out for a swap of our defective table top due to the veneer coming undone. This is very clearly a defect in workmanship. You guys need to make this right and honor your warranty. If not your warranty then you need to honor the fact that the table that costs $2,200 will last more than 3 months with minimal usage. If not I will take this to all social media and I will make sure that this is taken up financially with your company.
  

  Business Response

  Date: 23/04/2024

  Thank you for taking the time to share your feedback. We take feedback such as this seriously, and all feedback will be reviewed internally as we continuously strive to improve and enhance our services. A member of our dedicated claims department will be in contact with you shortly to ensure an amicable resolution is met, we appreciate your understanding. Please do not hesitate to reach out if you require any further assistance in the meantime.

• Initial Complaint

  Date:18/04/2024

  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.

  I purchased furniture shaded in Ash Veneer from this company. Waited 3 months for delivery, and was disappointed upon opening the package. Color of the furniture was not what I purchased. It was much darker than advertised in their website. After contacting the company for claim, they offered 100% refund which I agreed. They also admitted over the phone that the color issue comes from their newly contracted manufacturer and was already a known issue to them. After a few business days, I received refund except shipping cost I paid for ($399). Company refused to refund the shipping cost regardless of the issue as it is involved with their 3rd party contract. However, this color issue was at their fault as they admitted, not a customer's fault in the beginning. Even if there is mandatory shipping cost that is usually non-refundable, a customer has no ability to expect what is going to be delivered is defective item. I basically ended up paying $399 for the large furniture that I did not even order. I am requesting refund of the remaining $399 to the original payment method. I previously paid $3003.42, but only received $2604.42 partial refund.

  Business Response

  Date: 19/04/2024

  Thank you for taking the time to share your feedback. Firstly our apologies for the issues with your order, it is not the service we aim to provide. A member of our claims department will be refunding the shipping costs in full and will be in contact with you shortly to confirm the details, we appreciate your understanding. Please do not hesitate to reach out if you require any further assistance in the meantime. 

• Initial Complaint

  Date:06/03/2024

  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.

  We bought a sofa from Rove Concepts that was delivered on 11/25/2022 with an extended warranty that covered damages and defects. We immediately noticed a design defect that caused safety issues, as 2 out of 3 seats in the sofa were prone to tipping forward when someone sat on it. We had over 3 incidents where people fell off as they sat on the sofa and the sofa tipped over. After reaching out to Rove Concepts, they told us to buy adapters on ****** and have a local carpenter attach them to the sofa. We were uncomfortable in doing so as this did not seem like the safest solution. We reached out again to Rove Concepts on 2/3/2023, to which we were responded to on 2/6/2023, repeating their suggestion to buy an adapter. We again repeated our concerns and were told someone would call us back, this never happened. We opened a claim with their warranty department in June 2023, and were sent replacement rubber pads, which didnt address the issue. We insisted that the product is not safe and that we wanted to return this product, but they refused any return or accepted the product was defective. We returned to our house in January 2024, and had 2 incidents where people fell off the couch after it tipped over, luckily there were no injuries. We reached out again to Rove Concepts, and were initially given the same response. This time we escalated the issue and after repeatedly insisting that the product had a safety issue, on 2/14/2024, we received an email from Rove Concepts stating that, “The pieces have been confirmed as defective by our senior production officials. The tipping and wobbling were issues with an older batch of the Tanner pieces.” After repeatedly denying any wrongdoing or fault for 13+ months, Rove Concepts finally agreed that this product did have, as suspected, major safety flaws in the design. However, since we were outside of their 30-day window return policy, they are denying a return and refund, and only offering store credit or a replacement.
  

  Customer Answer

  Date: 07/03/2024

  We bought the original sofa with a 5 year extended warranty. I am attaching a screenshot. 

  Business Response

  Date: 12/03/2024

  Hi There.

  Thank you for taking the time to share your feedback, we apologize for the issues with your order.

  After careful review of order ******* I understand a claim was filed due to the Stability of the ****** sectional. A member of our claims team offered to replace the pieces under our warranty policy, or you are able to provide a pre-authorized repair quote and once received we will review. Finally, if a replacement or a repair is not suitable, we are able to make an exception under our warranty policy by offering to credit the amount paid for the sectional as store credit. 

  I tried to phone you directly to discuss further, however I was unable to reach you. Our claims' supervisor will be in contact via email to discuss further, we appreciate your patience so far.

  Customer Answer

  Date: 12/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  

  I called back, and spoke to a team member in your  Claims Department. As discussed, I am not willing to accept a replacement as this issue was brought forth to your company within the first month of delivery, and your company has steadily refused to accept the presence of any defects, nor any responsibility for the design until February, 2024. Your team member explained that a refund is not possible due to the amount of time that has elapsed since purchase, yet this does not make sense as we have been consistent in our complaint that the product is not safe, a claim that your team ultimately decided was accurate, and which resulted in design changes. Furthermore, according to your team member and the timeline of events, your team was aware of this issue even while denying to us the existence of this issue, and your team ultimately had the time to identify the design flaw, implement changes in the production process, and complete production of the new version, all the while denying that the design was flawed until 3 weeks ago. Clearly we have been strung along and now your  Claims Department is denying us a refund because of the length of time that has elapsed, even though you admit our initial complaints of the design flaws from the time of purchase were accurate, and ultimately went through the process of making design changes. At this point I have no faith in your design process, nor the questionable practices that your Customer Support team engages in, and would like a return and refund of the sofa, as initially requested. 

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

  Business Response

  Date: 14/03/2024

  Thank you for your patience and cooperation throughout this process.

  We understand your concerns and frustrations regarding the issues with the delivered order.

  We sincerely apologize for any inconvenience caused by the delay in resolving this matter. Our commitment to transparency and customer satisfaction remains unwavering, and we are determined to find a resolution that meets your expectations.

  Despite our efforts to address the problem with replacement parts and subsequent offers, it's clear that the issue persists and we acknowledge your dissatisfaction. In light of this, we are willing to make an exception and provide you with store credit equivalent to the amount you paid for the sectional. We understand that you may still wish to keep the piece, donate it, or consign it elsewhere, and we fully support your decision in this regard. Unfortunately, due to the time elapsed since the delivery of the order, we are unable to accept a return. However, we hope that our offer of store credit or a free-of-charge replacement demonstrates our commitment to resolving this matter to your satisfaction.

  Our claims' supervisor will be in direct contact with you via phone within the next 24 hours to further discuss the details and ensure a swift resolution. We genuinely appreciate your patience and understanding as we work to rectify this situation for you.

• Initial Complaint

  Date:05/02/2024

  Type:Sales and Advertising 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.

  We were offered a 30% voucher to be used as store credit for future purchase when we purchased 4 custom made counter stools. We spend USD $2207.65 on four custom counter stools. They came damaged and scratched. We brought this issue up and it was resolved. Now we want to purchase another piece and we keep going back and fourth. I realized the discount they were offering did not include the 30% voucher of total product price as we were told. It was not in the fine print nor were we informed that they had a $300 cap for the 30% voucher. I feel this is ********** and ********* and we would never have purchased the counter stools to begin with knowing they had a $300 cap. Please help. Its really concerning that they did not know about the 30% voucher until I screenshotted the email with that statement which I will provide to you.

  Business Response

  Date: 07/02/2024

  Thank you for taking the time to share your feedback.

  Please kindly note that transparency is important to us, and we provide all policy information on our website prior to purchase. We advertise all members benefits along with voucher exclusions under our store policy on the website. At the time the order was placed, it was stated the voucher would be capped at $300, we appreciate your understanding.

  As of now, you have a voucher worth $300 along with store credit of $363.80. Both the voucher and store credit can be combined and used on a future purchase.

  Please do not hesitate to reach out if you have any further questions. 

   

  
  

  Customer Answer

  Date: 08/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  Of your statement ..we provide all policy information on our website prior to purchase. We advertise all members benefits along with voucher exclusions under our store policy on the website.
  
  Ive provided evidentiary documentation that the policy information on Rove Concepts website states that during promotional period, the voucher can be capped at $500 or $1000. It did not state that the cap is $300 and believe the company will possibly change the information to include the language of the $300 on their website to avoid liability in this matter. But I read carefully all the fine print and conditions concerning purchasing furniture from Rove Concepts.
  
  The company did not provide any evidentiary documentation of this notice to me that they intended to cap the voucher at $300. Id like for them to provide me the correspondence or record that this information was provided to me please. 
  
  Additionally, regarding the damaged items, they did not provide an itemized breakdown of how the discount was calculated despite multiple requests. We are unsatisfied with the lack of transparency regarding the discount on damaged items. We went back and forth many times. We essentially gave up and settled on the discount on damaged items in hopes to rectify the situation by having a better customer experience purchasing another highly sought after furniture. This obviously was not the case. 
  
  Additionally, as hard working individuals we do not appreciate the prolonged and indefinite resolution to this matter. This has taken up a lot of our time and energy and this point we are exhausted. Please honor the 30% voucher on the total product price or we will elevate this matter by publicizing our concerns on ******, your website, and ******** ******* among other platforms.  
  
  Regards,
  *********************

  Business Response

  Date: 13/02/2024

  Thank you for providing the details.

  There has been a change in the member's program since your order was placed. It's important to note that any changes made to the program after the order date wouldn't affect the terms of your original purchase. Since your order was placed on 09/23/2023, the terms and discounts applicable at that time would apply to your transaction.

  Given that your order was made on 09/23/2023, the terms and benefits applicable at that time, including the 30% member's discount and the 15% voucher (or 30% voucher during flash sales) with a cap at $300. 

  The new terms of the members program are 25% off the product price paid for the original purchase plus a voucher, which varies from 10%-20% depending on which promotion was active on the date you place your order. The new terms came into effect on 02/01/2024. Vouchers are capped at either $500 or $1000 depending on the active promotion when the order was placed. 

  You benefited from a higher member's discount off the original order placed which was 30% along with a 30% voucher, however the vouchers are capped at $300. 

  Please do not hesitate to reach out if you require any additional information. 

   

  Customer Answer

  Date: 23/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  

  When my husband and I purchased the counter stools on 09/23/2023 the fine print regarding the conditions and limitations of the voucher stated that the cap during the 09/23/23 promotion was at $500 to $1000.

  We asked for documents or records regarding your claim that you informed us at the time of purchase of the $300 cap, which you have yet to provide. You record phone calls for quality assurances. I purchased the counter stools over the phone. You have that phone call recording, so retrieve and share that recording with us for transparency whether your salesperson told us the conditions and limitations of the voucher.

  It is not about what is the better deal or promotion. The issue at hand is regarding that we feel ******* and misinformed given that you never told us about the $300 cap. Also, the credit provided to us for the damaged stools were insufficient but we accepted it so we could proceed with another purchase even we believe that there is a large possibility that any other item we purchase from your company will be damaged too.

  We would like the contact information for your supervisor.

  *********************

  Business Response

  Date: 08/03/2024

  Hi There, 

  Thank you for your response. Please kindly note, upon purchase, all vouchers were capped at $300. However, as an exception, we have increased the voucher to $406 which is 30% of the product price paid for the 4x Solana Dining chairs. Please note, membership fees, mulberry fees & custom fees on the order are not included in the voucher amount. I will be contacting you directly on Monday to discuss further. Please do not hesitate to reach out in the meantime if you have any further questions. 

• Initial Complaint

  Date:15/01/2024

  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.

  i was delivered a sofa with broken legs and with stains. after multiple emails with Rove Concept. they insist on sending me legs AND i have to be responsible for replacement OF THE ******** what if something goes wrong when i change the legs. if i hire a professional, its another 200$ for the job. and they offer 10 % on purchase price expluding shipping i paid. OR that say i can ship back the sofa at my cost to ******** ****************. The shipping cost to return the sofa to ** is between 800-1000$ plus taxes and that's after i paid the sofa plus shipping cost of 300 $!!!puchased date december 13, 2023- delivery date december 28, 2023.

  Business Response

  Date: 18/01/2024

  Thank you for taking the time to share your feedback.

  Firstly, we apologize for the issues with the shipment of your order. After careful review, I understand our claims department offered to replace the legs along with a partial refund to attach the legs once received, or a pre-authorized quote for a third party to attach the legs. I understand the resolutions were not suitable, therefore our claims department is now arranging a pickup and return of the product.

  Please do not hesitate to reach out if you have any questions, in the meantime, we appreciate your understanding. 

• Initial Complaint

  Date:05/12/2023

  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 coach from this company back in July. During the time of purchase we also purchased insurance for this product. When we received the coach there was a significant stain on both cushions as well as the bottom frame of the coach. After many attempts to file a claim i was finally able to do so. Rove Concepts did ship me another coach but again upon delivery there was significant water damage and this time also a tear! This coach was purchased for a secondary residence in an entire different state that we are living. Accepting delivery the 2nd time was a major inconvenience and I did discuss this with customer service. Their offer to me know is take delivery on a 3rd coach or receive a 25% and keep the coach. I no longer want to deal with this company and have requested a 100% refund of my product which they are not willing to do. I am not going to make yet another trip out of state for them to come get their coach when I know they are just going to discard it anyway. Customer service has been terrible and product even worse.

  Business Response

  Date: 06/12/2023

  Thank you for taking the time to share your feedback. Firstly, I am sorry to hear of your experience thus far, it is not the service we aim to provide. I appreciate your patience and understanding throughout this process. Following a thorough review, I'm glad to hear that our claims team was able to assist you in reaching a resolution, and a refund for the product has been provided. Please don't hesitate to reach out if there's anything else we can assist you with, or if you have any additional concerns.

• Initial Complaint

  Date:24/11/2023

  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.

  Hello I’m writing to file a compliant about the business practices of Rove Concepts as I believe this merchant uses ********* practices. This by far has been the worse experience I’ve had with a merchant.
  
  I purchased a dining table on 8/07/2023 for $2,342.05 and after ordering the table I also decided to place an order for the matching chairs on 9/04/2023 for $2,237.58. We are not talking about insignificant sums of money.
  
  The merchant sent me a defective table. After submitting a claim with the merchant they offered to send me a replacement table. The replacement table was also defective and I refused the merchandise at the time of the delivery. The merchant did not take accountability for their lack of quality control and in no time did the merchant give me the reassurance or guarantee that the third table would not be defective like the first 2. I attempted to resolve this matter with the merchant amicably. I asked for the vendor to refund me me for the table as well as for the matching chairs. I would have never purchased the chairs if I didn’t buy the the table nor do I have use for the if I don’t keep the table. The merchant told me because the chairs were considered a custom order they could not give me a refund.
  
  The merchant is being unfair. They have been ********* me by calling me outside of business hours and asking for me to remove my dispute with my credit card.
  
  I am seeking the better business bureau to assist me in the resolution of this matter. I do not wish to do any business with Rove concepts and I’m seeking a full refund for the defective table, as well as for the matching chairs. They have offered me a discount for the table which I reject. I would not pay $1 for this defective table. The merchant has a responsibility to do right by its consumers. I am being held ******* because they are attempting to charge me for a defective table and do not want to offer me a refund for the chairs.

  Business Response

  Date: 25/11/2023

  Thank you for taking the time to share your feedback. I am sorry to hear you have not had a positive experience thus far. After reviewing, I can confirm we have been trying to reach you via phone & email in order to reach a resolution. We requested clearer images to help better understand the issue with the table you have informed us of, despite not receiving the requested images the following resolutions have been offered; A replacement of the table, a discount to keep the table as is, or a pickup of the table in order to receive a full refund. Please kindly reply to our concierge supervisor who is awaiting your response, we appreciate your patience so far.

  Customer Answer

  Date: 14/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  *******************************
  
  *************************
  
  Date: November 28, 2023
  
   
  BBB
  **************************************************************** ***
  Phone: **************
  Fax: **************
  Email: ****************************************
  URL: *************************************
  
  Complaint ID: ********
  
  Hello,
  
  I received a notification about a response from the business regarding my complaint. I categorically reject their response as it is based on ********** and ************* statements. This raises even more concerns to me about the business practices used by Rove Concepts.
  
  I would like to reiterate the issue I am having this this business, which continues to act in a ********* manner. I purchased a table from Rove Concepts and the matching chairs. I would not have purchased the chairs if I didnt purchase the table. Due to Rove Concepts poor quality control they delivered to me (from *****) 2 defective tables the original purchase and the replacement. I have asked for a refund for the table and the chairs. Rove concepts has given me excuses about not being able to refund me for the chairs because they are considered a custom ordered, instead of owning up to their failure as a company for selling me 2 defective tables. I have no desire to keep the defective table but I also do not wish to keep the matching chairs since I have no use for chairs that go with a table that Im not keeping.
  
  The business has completely ignored my request and instead has provided inaccurate/***** statements to you and **************** about this situation. As shown below, in their message to the BBB the vendor is saying that they have been trying to reach me, that they have requested clearer images and have not received them, and that they are seeking a reply from me.
  
  Their response to **************** (shown below) claims that they have no record of me  cancelling this purchase and that I have not been responsive with them.
  
  I am beyond frustrated with the amount of stress, headache, anguish this vendor has created for me and for the colossal waste of my time. Rove Concepts is simply ***** because while they have contacted me, they do so after business hours when I am busy with family duties and should not be contacted by a merchant.
  
  They are using the images ** * ****** ** ***** ******. I have provided clear images to them that show the defect in the tables. I have shown the images to other individuals, and I have yet to hear from anyone, other than Rove Concepts, that the defect is not evident. IT IS CLEARLY EVIDENT.
  
  I have email evidence of me notifying Rove Concepts about the table defect the moment I received it. So their statement to **** is factually inaccurate.
  
  Lastly, below you will see snips of recent emails I sent to Rove Concepts on 11/9 and 11/27. Again, their claim that I have not been responsive is factually incorrect.
  
  I was very clear with the merchant not to contact me again if they do not offer me a resolution with the best outcome to me, the customer. Afterall, this is all happening due to Rove Concepts poor quality control. Somehow, I am being ********** for their failure as a Company.
  
  I am seeking the BBBs assistance in receiving a refund from Rove Concepts for the table and the chairs I purchased from them. They are not a reputable company and I will continue to give them bad reviews and negative feedback on ************* **** ** *** ******* ** **** * ******* ** ********
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 18/12/2023

  Hi there, thank you for your response. After careful review, I understand the original table arrived with issues, therefore was replaced. However, upon receiving the replacement, you informed us that there was an issue with the replacement table. Upon reviewing the image of the table, we were unable to fully understand the issue, however offered either a discount to keep as is, a replacement or a pickup and full refund. After a further careful review, I am pleased you were able to connect with the concierge manager who is organizing a pickup of the table. Once collected both the table & the second order with the chairs will be refunded, we appreciate your understanding. If you require any further assistance in the meantime, please do not hesitate to reach out. 

• Initial Complaint

  Date:25/10/2023

  Type:Delivery 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.

  The transaction took place on 10/24/23 and the company stated the chairs were in stock. I received the chairs on Saturday that I picked up from their distribution center and the boxes were checked and verified with their employee stating the chairs were black.
  When we arrived home we took one of the chairs out of the package box and noted the chair was grey. I immediately contacted the company and was told that I could not receive a refund.
  I have corresponded with the company customer service several times to no avail. I am requesting the company to give me a refund and that is up in the air at this moment. I am asking for assistance to retrieve my refund. Many thanks
  ***** ******

  Business Response

  Date: 30/10/2023

  Hi There, thank you for your feedback. I am sorry to hear you do not find the colour of the fabric suitable. Upon reviewing the images, the chairs do appear to be in the correct fabric, which is 'Trento Black'. I understand you have a second order for the same chairs however in 'Trento Jet Black' which is a darker fabric, order *******. Order ******* is on pre-order due to arrive in our warehouse between Jan 29, 2024 - Feb 13, 2024. Please kindly be advised, our concierge team will be in contact to provide the return details for order ******* which is for the chairs in 'Trento Black' which you do not find suitable, we appreciate your patience so far. 

• Initial Complaint

  Date:16/10/2023

  Type:Delivery 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.

  We paid over $15,000 for furniture from this company. We waited over 3 months for our furniture to get delievered. We paid for the "white glove" service for the furniture to be delivered and set up. We were given a delivery window of 12 hours, and we booked off work to be there for the delivery. The first issue is that the delivery arrived over 4 hours late, OUTSIDE the delivery window. The second issue was that there were supposed to be at least 2 delivery people to set up the furniture. When it arrived, there was only one person. This is relevant, as one of the furniture pieces was 400lbs; there is no way that the delivery driver could lift this alone. Thirdly, the delivery driver **** to us. He first told us that the furniture was "damaged". We demanded to see the furniture, and when he showed it to us, it was in perfect condition. Then when we went into our house, he switched the delivery label on our furniture and proceeded to tell us that because it was the wrong label, he could no longer deliver it. Our table apparently had gone "missing". The fourth issue is that when we called Rove and nothing was done to resolve the issue. It took close to 4 hours on the phone with Rove Concepts "customer service" to come to any sort of resolution. They had no idea where our "missing furniture" had gone. Their only solution was to send another table, which we are still waiting to receive. This will be close to 6 months after spending $15,000 on furniture from this company. This is unacceptable.

  Business Response

  Date: 18/10/2023

  Hi there, thank you for taking the time to share your experience. Firstly, my sincere apologies for the issues during your delivery appointment, we take feedback such as this seriously to ensure these types of issues do not reoccur. I have reviewed the information, I understand the table-top was located however was damaged therefore a replacement was set up for you, the replacement order information has been communicated to you via email. As a gesture of our apology, we have refunded 50% of the shipping costs directly to you, we appreciate your understanding. Please feel free to reach out directly to our claims department if you require any additional information. 

  Customer Answer

  Date: 18/10/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  1) the table top was not damaged. The delivery driver **** to us.

  2) given the significant issues with shipping/customer service, I dont think it is appropriate to charge us anything for any white glove delivery. This delivery process was a nightmare and both my wife and I have now sacrificed multiple days of work (ie pay) due to issues with your company.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 31/10/2023

  Hi There, thank you for your response. Please kindly be advised, after reviewing, I understand there has been an issue with the replacement top. A member of our claims team will be in contact to offer a quick resolution to rectify any ongoing issues, we appreciate your patience and understanding so far.

  Customer Answer

  Date: 01/11/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I was told that either my wife or I would receive communication/resolution from Rove Concepts on October 31, 2023.

  No one has contacted us from the company to provide an update. We have wasted countless hours on this - we would like compensation for our time invested in this.

  It is now NOVEMBER. This is completely unacceptable customer service.

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

  Business Response

  Date: 08/11/2023

  Thank you for your response, It appears you have been in contact with our claims department and agreed to proceed with a further replacement top which was generated on 11/07. Our claims associate who you are already in contact with is able to provide any additional information you may require. Please do not hesitate to reach out if you require any further support, we appreciate your patience and understanding so far.