Furniture Stores
Rove ConceptsThis business is NOT BBB Accredited.
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Complaints
This profile includes complaints for Rove Concepts's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 56 total complaints in the last 3 years.
- 13 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:21/02/2023
Type:Product IssuesStatus: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 ordered a bed which was delayed for 6 weeks. We tried calling multiple times to cancel, but could not get in touch with anyone. We disputed the charge with our bank, who was on the line while we tried calling. Rove finally reached out to reverse the chargeback. The chargeback was reversed a day before our 30 day return policy. Rove will not accept a return now, and will not return any of my calls. They simply send an email saying they will have no further contact with me, and I am past the 30 day return mark. We would have returned the product, had the dispute not gone through. We have the product still in the wrapping hoping to return. It is not cheap, and we feel we should be allowed to return it. I have requested a call back from a supervisor 5 times and have yet to get a call. I only get an email saying they will no longer communicate with me. I will happily send the unopened product back as soon as they answer me. If they answered originally, the order would have been canceled, and no dispute would have taken place. Conveniently the dispute was reversed a day before the 30 day return window….Business Response
Date: 10/03/2023
Dear BBB,
Our customer received the delivery of their order ******* on December 23rd, 2022. A proof of delivery document is attached.
The customer contacted us on the day of delivery saying they wanted to cancel and have the item picked-up. There was no record of any attempt prior to this email on December 23rd that a cancelation had been requested. Our phone lines are open from 5.30 am to 5.00 pm, PST. Our live chat service is open from 5.30 am to 5.00 pm, PST and our inbox is open 24/7. There was no record of contact through any of these channels prior to the Dec 23rd date.
The customer then filed a charge-back with their credit card company, as the dispute was in the hands of the credit card companies dispute team, we had to wait for the credit card company to make a decision on the funds. The credit card dispute team found in favour of Rove Concepts as the product had been delivered as advertised with our supporting documents.
The customer was given the option to proceed with a return if that was their preference. The customer refused to follow the return policy advertised on our website. The customer is required to ship the item back to our warehouse within (30) days of delivery in original condition to receive a refund once the products have been inspected at the warehouse. The email correspondence with the customer ended around December 30th, 2022.
The customer then decided to phone our customer service line again on Februrary 9th, 2023. By this time, the 30 day return window has closed. The customer continually called our customer service line and on several occasions was verbally abusive to our customer service agents. We do not tolerate abusive language towards ouremployees.
After a thorough review of the situation with our Concierge Management Team I can see that our team has done their utmost to follow our guidelines and allow exceptions where possible.
We take all of our customer concerns seriously and we always strive to provide the highest level of satisfaction. Unfortunately, there are certain situations where we are unable to accept returns due to specific circumstances.
If there is anything else we can do to assist you, please do not hesitate to let us know. Once again, we apologize for any inconvenience this may have caused our customer, and we are grateful for their understanding.Initial Complaint
Date:04/01/2023
Type:Delivery IssuesStatus: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 a couch from this company and set delivery for December 30th. I paid for $400 for delivery service.
I was contacted by the delivery company
The day before to confirm and again 20 minutes before delivery. I confirmed with the dispatcher the couch must be delivered though the back door, which was not far away from the front door, due to the dimensions of the unit being too big to fit through the front door (recently purchased 5k door- did not want to risk scratching).
I wasn’t notified of any issues with my desired delivery method from dispatch, but when delivery guys came, they would not deliver to the back. I again advised them of my issue and that I expected 400 delivery to be in the home, but they said they could either leave it outside in front of my garage , deliver through the front door or take it back without delivery (all of which I had to sign for)
When I told them I did not feel
comfortable with these options, especially since it was raining, and that I needed to contact the customer service department to confirm, I felt that I was pressured into making a decision and signing a confirmation.
The unit was eventually left outside of my garage underneath a covered area (which I did mention leaks to the delivery team) during a heavy rain.
I am dissatisfied with the way this delivery was handled. First, because I paid 400 dollars for something I might as well have arranged pickup for. Second, because I was not notified otherwise during my call with dispatch that the delivery couldn’t happen through the back door, despite my providing the reasoning and ensuring a pathway clear of obstructions and snow. Lastly, by feeling pressured to sign so the delivery team could move on with their route.
I now have to find a way to get it inside, ***** ** ************ *** ** ********* *** ** * ****** *****
I’d like a call from the company to go over what’s covered in the delivery fee and ideally a refund for poor delivery experience.
Thank you
*****Business Response
Date: 20/08/2023
Thank you for your feedback, we are sorry to hear of any issues. After reviewing further I understand you were in contact with our claims agent shortly after delivery. We explained that you purchased standard delivery which is a threshold delivery to the first dry area, it does not include the carrier taking the order to an area of choice, inside installation or removal of packaging. I appreciate the carrier did not explain this on your phone call therefore the feedback regarding the delivery service was reviewed internally with the carrier directly to prevent any further issues, we appreciate your understanding.Initial Complaint
Date:20/12/2022
Type:Delivery IssuesStatus: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 had hard time to order the product. Sending out many emails to talk to different people and quote me different price. It was 4 months ago. Then I supposed to get a discount after filling out a review. Nothing happened. After many months, I finally can get the order to set up delivery. But they only deliver once a week. Every time is on Thursday from the 4 hours time frame. I asked “Palmer” per the guy picked up the phone saying will be delivered 12/22 between 9:30-1:30. I asked if it is ok to do before 10 or after 12. He said no. This is the second time I missed the delivery. I am very very very unhappy about the whole ordering and delivery process. I am not sure if I buy anything from rove concept in the future. **** *************Customer Answer
Date: 29/12/2022
I have not received my sofa yet. The delivery company (global) only gave me 4 hours time frame to choose during a week period. So far I missed two weeks because I was not avail for those time frame. And they did not notify me the time frame at all, I have to call the delivery company to ask them.
Thanks
*******Customer Answer
Date: 01/03/2023
Yes I did.Initial Complaint
Date:14/12/2022
Type:Billing IssuesStatus: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.
12-03-2022
Item has not yet shipped and I have tried calling & emailing to cancel it. As I go back to their site, it appears in chinese, & their email etc is jumbled leading me to feeling this is a **** company (didn't appear that way before).
I would like order cancelled before it ships!
Order#******* No tracking #
Paid $2803.36
****** ***** ************Business Response
Date: 23/12/2022
Hello ******, thank you for reaching out and sharing your experience. I see that you have been in communication with our concierge team and the last email on December 16, 2022, from one of our agents was advising you the cancellation process. Please review this communication, if you want to proceed with a cancellation there is a cost to our customers. I suggest that you continue to communicate through the email thread you have open with our team and I assure you they will best support you. Look forward to resolving this issue for you quickly.Initial Complaint
Date:13/12/2022
Type:Product IssuesStatus: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.
5th of December - fraudulent advertisement. The product I purchased was given a different price on the website than at the final price. The final price was not visible before purchase, and not clear because of 'membership' financing. When asked why the price was different to what was on the website I was told that the price was for the '***** *******ed storage not for the '****** ******'. I was given a screenshot from the website as proof. However, I had taken a screenshot of the '****** *****r' for the price that was supposed to be only for the '***** *******'. When I sent this to customer service I was told, that I had pulled up the wrong website. However, it is the website that I see as a customer, and there is nowhere on the site any information or any hint that there could be a different price for ***** ******* or ****** *****r. I should also mention that, when it was not really clear how the membership prices worked and I had contacted customer support twice, I only heard back after I filled out a negative review on **********, before my concerns were totally ignored.Business Response
Date: 23/12/2022
Hello, thank you for taking the time to share you experience and frustration with our advertising. We list and advertise the lowest price available for products, this does include all configurations, it is specific to certain fabric, and details of the product itself. Membership pricing is listed above the product price, and is available to all our customers that wish to be part of our program. I apologize that our concierge team did not provide a response or resolution that you feel met your issue. I would like to partner with you further on this issue. Please feel free to reply here and we can partner to come to a mutual resolution together. Look forward to hearing from you soon.
Customer Answer
Date: 23/12/2022
Complaint: ********
I am rejecting this response because:I have a valid membership, so the issue is not that I thought the membership price of the ****** Storage Unit in Walnut is for all users. The issue is that on your website, please see attachment, the ****** Storage Unit in Walnut, is given the sale price for members $679 for members. However, when I bought the unit I was not given the Sale price with the argument that the sale price was only for the ****** Storage Unit in ***** *******. I ask you, how should I know this. As you can see from the screen shot, there is the ****** Storage Unit in Walnut with the Sale price. How can I know that the sale price is only for the unit in ***** *******. There is not information about this anywhere. When I wrote to you I was told that on a different website I could see the storage unit in ***** ******* with the Sale Price and I should have known it is only for this storage unit. However, there is no information on your website, no clarification which price is for what, anywhere. How can I as consumer know that the price you list under a specific item (****** Storage Unit in Walnut) is not the price for this item, but for a different item (****** Storage Unit in ***** *******). When I pointed this out to your customer service, I was basically told I should have known and was not offered a readjustment of my bill. In my mind your advertisement is deceptive. Checking on your website today, you have corrected the issue. So you admit, that there was a problem with your website. Nevertheless, in your correspondence with me you refused to take responsibility and refund me the difference. You advertised a price on your website, then when buying the item I was not able to see the final amount I was paying before clicking the 'pay' button. I had to go by what your website was advertising. When I then received the final bill (after I had paid) and I contacted you immediately asking what is going on, you then did first not respond to me, then you said you could not reverse the charges, nor could you refund the difference, nor could I return the item. When I requested to return the item, even saying I would cover the return costs, I never heard from you again. Considering all this, I have the feeling I am dealing with some 'rireadyp off' business model and that with a serious company. I would like to want other people about you so they will not run into the same problems. You could have solved the whole issue by honouring what was on your website and refund the difference to me without any hesitation. Instead you have ruined your reputation with me for the value of $135.
Sincerely,
**** ********Business Response
Date: 24/12/2022
Hello, thank you for your fast response and sharing more detail about your experience and feedback. These situations provide us the opportunity to identify areas of improvement. I apologize that it has been back and forth with no adequate resolution. I have shared your experience with our web development team and we will be sure to review all pricing and continuously improve our check out process. I have applied a refund to your order for the price adjustment and refunded your membership fee. Again, I thank you for taking the time to share your experience, and please not hesitate to reach out if you have any further questions or concerns.Initial Complaint
Date:02/12/2022
Type:Delivery IssuesStatus:UnansweredMore 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 spent $5400 for a new couch that was said to be “in stock” on 10/30. Was told shipping would take 2-4 weeks. I contacted support at various points within the 4 weeks because I was told I was going to receive a processing and shipping confirmation, but never received it (even today almost 5 weeks later I haven’t received a shipping email). When contacting support within the 4 week window, they assured the couch would arrive in 4 weeks max. Once that threshold hit, I contacted them again, and they said it would be delivered in 2 days (on 11/30) and that the carrier would call to confirm delivery window. The next day I contacted again saying the carrier hadn’t contacted me and support team said 11/30 is now too late so to confirm 12/1. He sent screenshots saying “operations” (the team that speaks with carriers) confirmed the 12/1 date. The next day I still hadn’t heard from the carrier so I contacted support once more. This time support confirmed again the carrier would deliver 12/1 (the next day) and that they would only call right before delivery. The support agent CONFIRMED delivery (screenshot).
It is now 12/1, and the whole day passed without any call or notification from anyone (please note throughout this entire 4 weeks Rove has NOT ONCE sent a proactive communication to me). I contacted support again, and the agent said that they would talk to “operations”, but there was no response from them and so they would contact me tomorrow. * ***** **** ** **** ******* **** *** ********** ********** ********** ** ** *** ****** ******* *** ********** ***** *** ********* ***** ** ** ** *** ** *** *** **********.
** **** ** **** ***** *** **** **** ********* * ***** ** **** *** **** *** * ****** **** ** ******* *** **** ********** ******* *** *********** ********** ** ** *****
I absolutely cannot condone anyone buying anything from this company if they gotten this many things wrong on a single order/delivery. I just want my couch and to be done with them forever.Initial Complaint
Date:24/11/2022
Type:Delivery IssuesStatus: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 bought dining chairs 6 sets and paid $2840.74 at June 2022.
-they shipped the wrong 2 chairs.
-I requested a replacement but they said my item is no longer available.
-I requested a return all chairs and a full refund but they said they can provide 2 chairs for free returns.
-they just refunded $2591.73
This is history.
Order ******* * **********Business Response
Date: 24/11/2022
Thank you for reaching out to Rove Concepts and sharing your feedback. Sharing your experience is an opportunity for us to identify where we can do better. I am happy to see that our Claim Supervisor has been in contact with you and has processed a full refund for your order. Please feel free to reach out if you have any further questions or concerns.Initial Complaint
Date:02/11/2022
Type:Service or Repair IssuesStatus: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 bought a desk online from Rove Concept on September 28th.
It cost me a total of 1492.84 $ including 249$ of shipping.
When the desk was delivered to my address, I was told that, despite paying 250$ for shipping, my incredibly heavy desk would be left on the curb for me to move alone. This was not clearly explained on the website when I made my order or I would never have proceeded considering the cost. Then the delivery person told me 'if you tip us well, we'll move it'. It felt a little like extortion and I had to pay them 50$ to take my item from the curb to inside my apartment.
By the time I finally got the box (full of nails) open, I realized the desk came with no installation instructions and couldn't find any online.
I did finally manage to install it, only to realize that one of the legs was broken and could not be properly screwed in.
I sent images and videos to Rove Concept to prove it and requested to return the item and obtain a full refund.
Though they accepted my claim and acknowledged that the desk was broken and that the delivery was problematic, they have thus far not been willing to take it back and refund me.
They first offered to reimburse only my delivery fee, and now are offering to refund me 500$ when I paid almost 3 times that.
I want to return the defective item and be fully refunded.Business Response
Date: 09/11/2022
Thank you for reaching out and sharing your experience with us. I can see that you have been communication with our claims team and we have arranged for the order to be picked up and we will apply a full refund. If you have further questions or concerns please reach out through email on the existing thread you have with our team.Customer Answer
Date: 10/11/2022
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:31/10/2022
Type:Delivery IssuesStatus: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.
On October 16th, 2022, I placed an online order with you for six dining chairs. My order number is *******, and the chairs are ****** side chairs. With white glove shipping the total cost was $2,891.59. On 10/22/2022 I received notice that my order had been shipped. At the time of purchase, I also opened an account with Rove Concepts. On October 21st I received a text asking if the chairs could be delivered on a particular date and time. I wrote back that I would not be able to be home on that day and asking if we could reschedule for the following week. The answer was "**** ** *** ********** *** *** *** **** ****** " I was then told in. another message that they would get back to me for rescheduling. I've heard nothing so far. What's most troubling, however, is that, no matter how I try, I can't get in touch with this company. The phone number, 1-800-705-6217 is useless. I've either been on hold interminably or told to "keep my place in the Qeue" by having you call me back. I've done this three times with no call back. You also say that you offer a chat, but in fact there's no way to make that happen. I'm totally frustrated with your company. I need to know if I'm actually getting these chairs or whether your company is a ****. If I'm not getting the chairs, then I want my money back!! I've tried your Vancouver phone number and there's no one there. I've also tried you LA store and your Miami store, but they seem to have closed down. **** ******* * ****** ******** ****** ************* **** **** ** ***** ** **** ** *** **** ****** *** **** ** ** ***** ***** ****** *********************** *** *** ****Business Response
Date: 31/10/2022
Thank you for reaching out and we are looking into your complaint further. I can see that one of our agents has attempted to call you Monday October 31, and has followed up via email. Look forward to hearing from you soon.
Rove Concepts is NOT a BBB Accredited Business.
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