"If you are looking for modern furnishings, run - don't walk away from Rove Concepts. The worst customer service I have ever experienced to the point that I filed a complaint with the Better Business Bureau. I ordered a contemporary sectional that was indicated to be in-stock. Long story short - after months of waiting, the shipper never received a full and complete order but I was still charged $600 dollars in shipping. You have to request the right to connect with customer service and will typically only be allowed to correspond by email. Even then, they were largely unresponsive until I filed a dispute with my credit card company, then responses were swift! Their business practices seem to be almost fraudulent. On the flip side, I ordered a piece from ModLoft and the product arrived as scheduled, the furniture was of excellent quality, and their customer service was exceptional. I will NEVER engage with Rove Concepts again. "

"I have had to call visa to contact them to get my money back. As well as a BBB report.

Terrible. DO NOT buy from them."

"I ordered several pieces of furniture from them, the product description and the salespeople i dealt with all stated they have an oak veneer, however when i received these products to my shock it is NOT a veneer but a plastic laminate coating and not wood at all. I have tried resolve this with costumer service to no avail...

!!!DO NOT BUY ANYTHING FROM THIS COMPANY!!!"

"DO NOT BUY FROM THIS COMPANY THEY ARE SCAM ARTISTS.

They advertise that you receive a 20% voucher to the value of purchase BUT fail to mention that the voucher is capped at $300!!?? AND that you can only purchase BIG ticket furniture items with your voucher (this should be clearly communicated in their marketing NOT intentionally buried away in a website term). VERY POOR and deliberate!

The products are also overpriced for what they are, you can find better quality elsewhere.

JOKERS!!! Do yourself a favour and look elsewhere.
"

"They sent me the wrong couch.
I called customer service and after 25 minutes, I finally got a hold of someone. They confirmed that I "ordered" this couch in a specific color I know I did not order.
I went back to the page I ordered the couch on. They show you colors that AREN'T available (you have to click on a button to show you which ones are available). I went through the process of ordering another couch in a color option that wasn't available. It took me through the check-out process without warning me that the color wasn't in stock and it would only take 1-2 weeks to arrvie.
If you do buy from there, be cautious at the very least."

"By far one of the worst companies I’ve ever had to deal with! We ordered a sectional that took months to get here and when it arrived it was missing parts, it was damaged, smelled like mould (which still hasn’t gone away ) the softness, look and feel of the couch was not as described. Furthermore the couch cushions sound like there is garbage bags inside. Needless to say in addition to the missing parts and damage the couch is poorly made and NOT a what we ordered.The delivery company provided photos of the damage, I’ve provided endless photos as well as videos and ROVE is basically refusing to allow me to return the couch. I’ve been going back-and-forth with Rove for weeks and getting sent to multiple different representatives every time I try to communicate with them. The couch is now even damaging my hardwood floors because it was delivered with no legs and was just placed directly on my hardwood floor . Am i expected to keep a $5000 sectional that is damaged and is not what I ordered???!! I would not recommend this company to anyone, be very cautious before purchasing here !!"

"I have purchased close to $10k in products from them over the course of 6 months. In all instances I've had one sort of issue regarding their customer service. The last experience I had with them is why I am here providing this feedback.

1st issue was when I ordered a rug that was not in stock with a delivery of early June 2022 (I ordered the rug in March 2022). I understand that delays happen yet after the first time that they reached out in early June saying there will be a delay and the product will be delivered early July. After this notification no one cared to reach back out with an email or a call that the rug will be delayed even further. Website updated to show my order delayed I believe 5 times before the order got delivered at the end of August 2022.

2nd issue I've recently had. Because I was ordering a greater sum of products I decided to get their membership by paying $175. The service promises concierge service and discounts. Discounts yes I received as advertised on each their product page. Concierge service I received none let alone any service.

I decided to return a part of my order and contacted them. They said "the return company" would reach out to me to schedule a pickup and it has been 2 weeks I have been trying to contact someone from rove concepts with regards to my return and they either just don't answer phone calls or never answer emails. I was finally able to contact someone through their chat after a wait of about 30 minutes and they said they have reached out to the return company today after me trying to reach out to rove concepts and trying to send back their products to order new ones. In a sense they have been using my home as a warehouse and sitting on top of my $5k funds while offering no help. They are asking over $600 to pick up the items from my apartment as if I have an option of packaging a 250 pound marble table top myself the same way they packaged and ship it back to them."

"We ordered several items for our bedroom in January. Some were delivered in July, some were lost once and it seems like they were lost again. We have tried to start the refund process as the items did not show up at our house on the confirmed delivery date. Rove refuses to start the refund process after we have advised them we will not be accepting the delivery. "

"Do Not buy any of their marble top tables!!
They are poor quality and are not sealed. Very easily are stained. I only put a glass with water"

"Poor quality product and horrible customer service.
Bought 3 bar stools from Rove Concepts. All 3 came with various different defects (wrong paint at joint corners, scratches, cracked leg, seat tilted forward). Submitted a claim for reimbursement and they closed the claim “Resolved” without any resolutions or responses. Submitted the claim again and they want me to send back the chairs but they don’t want to cover return shipping expenses and packaging. I already paid more that $200 on the initial shipping.

Here is part of their email response:

If you would like to return the chairs in your possession you would be able to follow our return policy. I'm afraid we do not have return agreements with our 3rd
party carriers so we are not able to assist with the return shipping. We are working to expand our network so we
can offer better return options in the future. I would recommend doing a web search for local freight carriers in your area as they tend to have lower rates compared to small parcel carriers such as UPS or FedEx. For full details of our return policy, please see our refund policy page.

There is no refund of original shipping costs. The item(s) must be returned in their original packaging. If this has been disposed of, you may source alternative packaging or have the product(s) professionally packaged. Please ensure your order number is clearly marked
on all boxes. The customer is responsible for the return shipping
costs and arranging the return shipping to the warehouse. Only upon inspection of the items at the warehouse can the refund be issued…"

"We ordered a desk that cost over $2,500, and it arrived damaged and Rove refused to fix the damage. DO NOT purchase from this company. "

"It is absolutely worse online shopping experience I ever had. I have upgraded my delivery service from Threshold to white glove service. From 7/16-7/26/2022, Rova concierge service and their operation team replied to me in emails and phone calls that they have notified the carrier on the upgrade. As of today 7/26/2022, I have to call the carrier for the upgrade status, I was told that Rova never notif y the carrier on the status change. Rova is lying to its customer! I am going to cancel entire order and request for full refund!!! Be aware of the worse customer service and logistic when you are dealing with Rova."

"Purchased over $20,000.00 of outdoor furniture. Within days that the furniture was covered, the fabric started staining $1500.00 of custom covers. Reached out to Rove Concepts and they told me that it was "rust stains" and sent me a link for cleaning instructions. In other words, they accepted no responsibility. Funny thing is there is no metal on the furniture, only an aluminum frame. Aluminum does not rust!!! Rove Concepts, you are a total disappointment. So much for your "warranty". You will never see my business again. "

"My experience with the concierge has been slow and disappointing at best. I've been dealing with them for 2 months now. I ordered the Milo sleeper on May 21. I paid $1559.20 for the couch, $134.48 for taxes and $399 for white glove delivery totaling $2092.65. I also purchased the membership for $175. We measured the door according to the specs on the website. The delivery people arrived and said it wouldn't fit since the couch was long and it wouldn't pivot in the hallway. They were at my home for 5 minutes. The delivery truck was full and they never removed the couch or packaging from the truck and said it would be returned to the warehouse. The concierge reached out to start the return process. They agreed to refund the white glove service and just charge me the standard shipping of $249. I got my refund on July 13 after checking in a few times. I was surprised to get a refund of only $1590.87. When I reached out I found out they charge $249 each way, so $498 for something that had never left the truck and a 5 minute interaction. According to the return policy on their website: "Please note that the shipment of a return is to be independently arranged and covered by the customer". It was never clearly stated the cost that would be incurred to return the product. This feels extreme and like a predatory and unfair business practice. I had been interested in dining room chairs and a bed too, but with this horrible customer experience, I can't recommend Rove Concepts and would advise to go elsewhere."

"worst company to order from. be aware! their items arrived damaged. the delivery team which we paid extra $500 damaged the legs while they installed it and now we need to return the items and pay out of pocket $900!!!!!!!!!!!!!!!!!!!! outrageous!!!! never get near this company!"