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:10/10/2023

  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.

  I am writing to report a serious issue with my purchase from Rove Concepts. Order number:******* Total amount:$12758.67 On May 15, 2023, I received the [******* ******* Sectional] $5331, and the foam cushion collapsed after just four months of use. Rove Concepts advised routine maintenance, but this hasn't resolved the issue. It's evident that the problem is due to poor material quality and not maintenance. I've attempted to contact Rove Concepts without success. I'd like a replacement of the [******* ******* Sectional] or a full refund.
  

  Business Response

  Date: 12/10/2023

  Hi There, thank you for taking the time to provide your feedback. After reviewing, I understand the sectional was received in May 2023, a claim was filed in September as the foam has an indentation. Typically foam or cushioning is not covered under our warranty policy, however an associate from our claims department will be in contact with you directly to discuss further. If you have any questions in the meantime, please feel free to reach out to our concierge department. 

  Customer Answer

  Date: 23/10/2023

  
  Complaint: ********
  
  Shannon reached out to address the sofa collapse problem and requested that I dismantle the sofa cover, capture photos, and forward them via email. He mentioned needing confirmation from the product team and the supplier. I'm currently awaiting Shannon's email concerning the case.
  
  I wanted to emphasize the significance of this situation. The case has a ten-day restriction period, and I've shared this information to ensure it doesn't inadvertently get closed. Your prompt response and communication are highly appreciated.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 29/10/2023

  Hi There, thank you for your response. After reviewing, I understand Shannon has contacted you directly and offered a one time exception to replace the affected piece under our warranty policy. I understand you are still in contact with Shannon regarding the next steps, please let us know if you require any additional information, we appreciate your understanding and patience so far. 

  Customer Answer

  Date: 30/10/2023

  
  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:25/09/2023

  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 canceled my order before it was even shipped. They charged me over $1,000 in returning fees even for the white glove delivery which never even happened. They also cancelled my membership i paid for and the voucher I earned for the future purchase. The membership fee according to them was refunded to me which they never did and when i asked for the summary of the refund they said I already got one and they can not resend it.

  Business Response

  Date: 25/09/2023

  Hi There. Thank you for your feedback. Please kindly be advised based on the information it appears the order was placed on 05/29. You called to cancel on 06/05 however the order had already left our warehouse and was in transit to be delivered to you. As the order had already shipped, our concierge department provided the return policy information and requested the carrier to return the order. As the order had already shipped, the return fee applied and the outbound shipping is non-refundable. A refund of the order was issued on 06/09 minus the return fee & outbound shipping fee, we appreciate your understanding. 

  Customer Answer

  Date: 26/09/2023

  
  Complaint: ********
  
  I am rejecting this response because: I dont understand why the returning fee includes white glove delivery which never happened and where is the refund for my membership which was canceled and also my voucher?
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 27/09/2023

  Hi There, thank you for your response. Please kindly note that standard delivery was purchased, the white glove service was not purchased. The outbound standard shipping fee and return fee + tax was the only fee deducted from the refund. The membership was included in the refund, which was issued on 06/09/2023. The voucher is part of the membership program, as part of the membership program you receive a voucher to use on a future purchase 30 days after receiving the original order. However, if you return the order resulting in a refund the voucher is then removed as the original order in which the voucher was generated from would be cancelled and refunded. The charge remaining on the order was the standard outbound shipping fee and the return shipping fee, we appreciate your understanding. 

  Customer Answer

  Date: 27/09/2023

  
  Complaint: ********
  
  I am rejecting this response because: can you please send me the summary of the return and all the fees because it seems too high and i never got one also when i talk to customer service on the phone they wont send me one
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 28/09/2023

  Thank you for your response. A member of our concierge department will be in contact via email to provide the refund breakdown, we appreciate your patience. 

• Initial Complaint

  Date:25/09/2023

  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.

  I ordered a furniture from Rove Concepts online after traveling to Florida to see the showroom and joining their membership club. I was told by a salesman that the furniture was returnable if I ordered online. I ordered two sofas, coffee table, bar stool and chair (in anticipation of ordering a set of chairs and barstools.) I paid for white glove delivery. My sofa arrived damaged with a weird indentation in the fabric than can not be fixed. I sent them photos and videos. They offered me $25. The bar stool and chair were not the color they appeared online. So I packed them right back and emailed the company. To return them, I had to ship it back to California, packed in a manner they approved, and then they would tell me if the return was accepted. After packing up the chair and barstool and hauling it to the shipping company, I learned the cost of shipping each was more than I had paid for them. The return policy and quality control is non-existent,

  Business Response

  Date: 25/09/2023

  Thank you for your feedback, we apologize for any issues. After reviewing the order information, it appears you reached out to our concierge department to advise the chairs were not a suitable colour for your space & the counter stool was too high for your space. As you requested to return the pieces it defaults to our regular return policy where a return fee applies, we appreciate your understanding. In regard to the ******* **** *** sofa, after reviewing the claim information, the left arm sofa piece arrived with an indentation in the fabric, our claims department offered a credit of 25% discount which you accepted. A credit of $479.87 was applied to your account following the confirmed resolution, we appreciate your understanding. Please kindly reach out to our claims department if you would like to discuss any further. 

• Initial Complaint

  Date:21/09/2023

  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.

  July 6th- Original order for ***** Table was placed.July 28th- Order arrived with two damaged bases. I refused delivery and filed claim same day (Claim #*****). I was offered a 25% credit by **********, if I kept the damaged items. I declined as the damage was too visible to sit in my dining room. August 24th- Replacement bases for the ***** table were delivered. During assembly, the table was dropped repeatedly and hit against the wall causing it to break. Claim was filed the same day (claim#*****).September 10th- Received a call from Rove delivery. We scheduled replacement delivery for Friday, September 15th. As of 9/14 there was no time window provided and I contacted ********** (Rove Concierge). She reassured me someone would be out to deliver and the matter was escalated. Friday came and the delivery driver text me and said they couldn't make it since they were in *******. I sent multiple emails requesting an update. September 18th- I requested a full refund and cancellation as it did not seem Rove had any intention of getting a complete product to me. After multiple attempts to reach ********** by email, I called and also chatted online with the customer service team and was again reassured someone would contact me. On 9/20, ********** finally responded offering a 10% off discount for my purchase or a full refund. That was a slap in the face considering all the trouble and wasted time. I refused the credit and requested the refund for the full amount paid $2,882.65. I received a call the evening of 9/20 from Rove Delivery attempting to schedule delivery of the table on Saturday 9/23. This shows Rove has not processed the cancellation and has no intention of refunding my money. Please see emails and communication attached. I am requesting a full refund for my purchase including the white glove delivery and membership fee. I don't anticipate I will be purchasing from Rove in the future.

  Business Response

  Date: 22/09/2023

  Thank you for your feedback, we are sorry for the issues with your order. I have raised all the issues internally, which will be reviewed internally for coaching purposes to ensure these types of issues are prevented moving forward. In the meantime I understand my colleague has raised a full refund including the membership fee & all shipping costs associated with your order, we appreciate your understanding. Please kindly reach out to our claims department via email ********************************* if you require any further assistance. 

  Customer Answer

  Date: 25/09/2023

   
  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:20/09/2023

  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.

  The ******************* from Rove Concepts has a severe defect that it generates, then absorbs and persists stains.We put a coffee cup without coffee drop on the table yesterday, about an hour later, it generated a cup-shaped stain that cannot be removed.I called customer service, however they didn't admit the defect and refused to return or replace, and they said even it's returned, I won't get any refund and I have to pay for shipping.This table has other defects, whenever we put something on it, no matter hot or cold dishes, it immediately shows a dish-shaped shadow, after some time like 2 hours maybe, that shadow will disappear. From the product description, there's nothing mentioning such defects.I'm very disappointed.

  Business Response

  Date: 21/09/2023

  Thank you for your feedback, we are sorry to hear of any issues. Please kindly note after reviewing the images I am afraid this would not be considered a defect. Our marble tables have two coats of waxy sealant which will provide basic protection; however, due to the porous ****************, we advise you to be cautious with any spillages. A common assumption is that marble sealers prevent stains. This isn't exactly accurate, as a sealer only slows the natural rate at which a stone absorbs a liquid. Sealant does not prevent etching. This is physical damage to the stone, and we therefore recommend using coasters, place mats or other surface protectors and avoiding contact with acidic and alkaline foods as best as possible. To protect and maintain our marble tables, we recommend purchasing a special marble cleaner and an additional sealant, both available at most hardware stores. If you require any further information in regard to cleaning/maintaining the marble, please reach out to our concierge team directly. 

• Initial Complaint

  Date:13/09/2023

  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.

  Purchased beautiful looking white outdoor extra large couch, within only few months the fabric started. to rotten and turned blackish, and if you sit on the couch the fabric rips under you! **** ***** ***** ********* **** *** ***** ********* ********* ** ****** Please stay away from this **** *** ********** company!

  Business Response

  Date: 13/09/2023

  Hi There, thank you for your feedback. Please kindly be advised, after reviewing the order details, the order was delivered in March 2021. I am afraid ripped fabric & mould stains shown on the images are not a claimable issue under our warranty. Warranty covers manufacturer issues, warranty does not cover wear & tear issues. You are welcome to visit our website to review our product care information for cleaning/ care recommendations, we appreciate your understanding. 

• Initial Complaint

  Date:11/09/2023

  Type:Sales and Advertising 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.

  Unwanted Email Communications: - Once or twice I have reviewed Rove Concepts' products online through a google search. - since that time I have received numerous emails, communications for which I did not agree subscribe - To rectify this, I have tried the following: - I have repeatedly unsubscribed from Rove Concepts emails - I have contacted them trying to remove my information I do not have an account with them, nor have I ever made a purchase there. My request: Stop sending unsolicited messages in all forms.

  Business Response

  Date: 11/09/2023

  Hi There. Thank you for providing feedback, I am sorry to hear of the issues you are experiencing. I have requested the marketing team to remove you from all mailing, you are also able to click 'unsubscribe' to the emails once received. Please let me know if you require any further assistance. 

  Customer Answer

  Date: 12/09/2023

  
  Complaint: ********
  
  I am rejecting this response because: I have frequently clicked unsubscribe from different computers, using various browsers. None of them work. 
  

  I appreciate your response and accept this intermediary step with gratitude. However, to better serve your clients, I want to alert you that the Rove unsubscribe option do not work. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 13/09/2023

  Hi There. Thank you for your response, I have raised the issue with the relevant department to review further & resolve this issue. However in the meantime, I have made the marketing team aware to remove you completely from all mailing, we appreciate your understanding. 

  Customer Answer

  Date: 14/09/2023

  
  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:01/09/2023

  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.

  ***** bought and delivery of sofa paid on August 8,2023 I never received the soap. I bought at Rove Concepts because they assured me that the sofa was available and in stock ready to be delivered immediately. I never received the sofa. The delivery date was changed so many times finally on August 15 2023 their delivery associates came to my building but they refused to take the 1 box sofa upstairs one floor above. They refused and told me that because the sofa didn't fit in the elevator they couldn't deliver it.*** ** ***** *** ***** I couldn't take the sofa to upstairs myself and alone. .y building is a 4 storey building (4 levels) the entrance where they came to is the 2nd floor and my apartment is on the 3rd floor. These 2 delivery men refused to go up 1 flight of rwith the 1 boxe. They kept my fully paid sofa and fully paid delivery of over 300$ just for the delivery and left. I've nit been able to recover .y property ever since. I told them I'll pick my sofa myself with a friend but they refused they td me no not possible you'll need to wait at least another 2 weeks for them to process the paper so that I can pick .y fully paid sofa up They changed over and over the delivery *************. They never follow-up their responsibility to deliver. Never I was and still am very upset by this horrible experience with this company. I went 3 times after buying the sofa one time alone to try to see with RC when I was going to receive my sofa. They kept on saying this date between 12 -6 but they never came..I've numerous emails from them and to them and they never honored the delivery service they were paid for I'm still wititbe sofa and 4402.16$ less After weeks of calls, visits there and emails for nothing I went again on Saturday August 26 2023 with a friend and they've accepted and told .e and .y friend that I will be refunded the entire amount of 4402.16$ as they refused to deliver and the full amount of the sofa and delivery should be refunded because it was their fault The employee ************************* told me that's what I'll do myself if I was in your situation. He assured me that because it was their fault I'll be refunded the delivery and the full amount paid for the sofa At some point last week the reason RC gave me to refuse to deliver the sofa it is because the delivery associates can't go up the the 32 nd floor. I couldn't believe what they were telling me. This delivery 2 men team came to my 4 floors building. It's a very small building 4 floors up not 32 floors I sent a link to my building to the company to show that our building has only 4 leveyso t The 2 men of the moving company came to my apartment building. They were in front as well as inside the building. It's still unbelievable how really they just unjustifiedly refused to do their job. I paid over 400$ for the delivery. They refused to let me go get the sifa myself with my friend. They said oh no we will have to change the order if you want to pick the sofa yourself it'll take more than 2 weeks Terribly unprofessional and unpleasant delivery company. (Their delivery associates are in *********** and are so inefficient and unprofessional)Unless you've your own transport for your furniture and or you've a document that says you can go to pick up your new furniture I would never recommend this furniture store and their dielivery services Beautiful furnitures but nightmare experience with the delivery RC is to be avoided I canceled my order and finally got my refund that's the only good thing that has happened in my dealings with this store

  Business Response

  Date: 01/09/2023

  Hi There, Thank you for your feedback. Firstly my sincere apologies for the issues with your order, after reviewing the order history it appears the sofa did not fit in the elevator. We do kindly request for all dimensions to be reviewed prior to purchasing to ensure a smooth delivery. I appreciate you experienced previous issues with the delivery of the order therefore the concierge associate who you were in contact with at the time has proceeded in refunding your order in full, including the membership fee and all shipping costs associated with your order. A full refund was issued over two transactions, issued on 08/29 & 08/30. Refunds typically take up to 5 business days to clear into your account, we appreciate your patience and understanding so far. If you require any further assistance in the meantime please do not hesitate to reach out to our concierge department directly via email; ************************************.   

• Initial Complaint

  Date:10/07/2023

  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.

  I purchased a lot of furniture from Rove Concepts for a move last year. One of my rugs, shed everywhere to the point it was in the air and settling in my food, lungs, and all over my apartment. I emailed customer servicer right away and they told me I had to vacuum it for multiple months. After doing so for MANY months frequently, the problem did not resolve, in face it has bald patches all over and is shedding like crazy. I emailed customer service, and despite their guidance to wait and keep vacuuming it, they then said well its past the 30 day return policy, but acknowledged the issue and offered some return program that would cost me close to the price of the carpet ($300 for wrapping + shipping + $145 fee etc) out of my pocket!!! for their defective item. I want a full refund ASAP!

  Customer Answer

  Date: 13/07/2023

  
  
  Hi *****,
  
  The company has claimed they are issuing me a refund so we can close this out.
  
  Thank you so much!
  Andrew 

• Initial Complaint

  Date:05/06/2023

  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.

  Purchased a couch and coffee table on November 25, 2022. Picked a special fabric for the couch which has longer lead times because it has to be custom made. Paid the extra fees for the couch and custom product fee with white glove delivery for the items (which means they will delivery unpack and set up the items). Custom products from Rove Concepts are a 6 month lead time. I waited the 6 months.Invoice:Custom Product Fee - $100 Rove Members Program - $175 ********************* Coffee Table Top - $2899 *********** Table Base - $600 *********************** $6673.75 White ***** Delivery - $1119 Sales tax - $1216.44 Total - $10,748.63 I organized a date with the delivery company to receive these items on May 23, 2023. Delivery driver showed up to the house mid morning and notified me that he couldnt locate the order in his truck. Days later I received an update from the shipping company that they could only locate 3 boxes out of the 7 boxes in the entire order. Rove Concepts ignored my emails for days regarding the status of the order. Finally, they responded and said they will get the shipping company to send the 3 boxes that were located and we will figure out a resolution for the missing boxes afterwards.The 3 boxes came in on May 30. They consisted of two boxes for the coffee table and one box for one piece of the couch.I then received an email saying they can ship out the missing pieces but I would have to wait another ***** weeks. I asked for some sort of compensation and they offered me a $500 discount for me having to live without a couch for another 5 months.This is an unacceptable offer. I love the couch but unfortunately I am not happy with the way they have handled this situation and would prefer to go with a different company for the couch. At this point, as having one piece of the couch is useless. I would need an entire refund for:Custom Product Fee - $100 *********************** $6673.75 White ***** Delivery - $1119 = $7892.75

  Business Response

  Date: 16/06/2023

  The customer has already received a full refund on 06/06/2023 for the sofa, surplus white glove shipping costs and the custom product fee. 

  This issue was resolved internally through our Claims team and the customer directly.  Our Claims team works to ensure that our customers are satisfied with their outcome.  

  Customer Answer

  Date: 16/06/2023

   
  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,
  
  ***************************