Thank you for sharing your feedback. You are correct that our outdoor fabric is not Sunbrella brand, but it is a similar outdoor performance fabric. Like Sunbrella, it is not waterproof, and we do not advertise it as such. Rather, our outdoor fabric is designed to be breathable, water-resistant, and fast-drying, and our outdoor cushions feature fast-dry foam to help them recover more quickly after exposure to moisture. That said, we do recommend using furniture covers or bringing cushions indoors when not in use, particularly during periods of rainfall, to help extend the lifespan of your outdoor furniture. We don't have the details of your specific order to review the delivery date, but if you'd like us to review your concerns further, please don't hesitate to contact us directly at www.roveconcepts.com/help. We'd be happy to take a closer look.
We're sorry to hear that the third-party warranty purchased via Rove Concepts has not been of use. On review, we do see that the full sectional was covered under warranty, but that it expired in June 2026, having been active since June 2021. During the active period, the warranty covered accidental incidents, but unfortunately did not cover general wear and tear over time. While, as a separate party, we are sadly unable to provide more detailed information of the plan that was purchased, we are pleased to see that the Mulberry customer service team has made themselves available to assist you with any additional questions or concerns.
We appreciate you bringing this to our attention. We were disappointed to hear about this lapse in communication from the carrier regarding the delivery date. We have been in touch with them to reset expectations moving forward. While the shipping fee typically remains non-refundable once the service has been completed in full, we are pleased to see that our leadership team was happy to connect with you directly regarding compensation. Our team also confirmed with you that the pieces had been fully inspected and that no claimable issues with the product were present, but we welcome you to connect with us directly about any product issues, so that we are better able to address any concerns
We are sorry to hear that, since receiving your delivery back in 2022, you have needed to order replacement hardware pieces. However, we're pleased that our team were able to assist and provide one of the pieces free of charge.
Kindly note that these replacement parts are not stocked in our North American fulfillment warehouse and are instead shipped directly from the overseas production facility. As such, the shipping charge reflects the actual cost of transporting the parts to you, and we are not applying any mark-up.
While we were ultimately able to source these parts and offer a discount on the pricing, we understand that your expectations were not met on this occasion, and so we will certainly take your feedback on board.
We thank you for taking the time to provide your feedback, and apologize that you haven't had a more positive experience. Our records indicate that a return was requested by yourself on May 18th, submitted by Rove to the return carrier on May 23rd, and completed by the carrier 2 weeks later, on June 6th. While this 2 week turn-around is typically considered normal for a facilitated return, we do regret the lapse in communication which resulted in your refund being delayed. Rest assured, we will be reviewing internally why the return carrier did not notify us of the completion of the return on June 6th, to ensure this doesn't happen again. In the meantime, please know that the items are not considered lost, and your refund has been applied. We do appreciate your patience, and any additional questions or concerns are very welcome.
We appreciate your feedback, and thank you for taking the time to provide it. While we are pleased to hear that your concern was ultimately resolved, we understand that the resolution process was not as smooth as it should have been. We sincerely apologize for that and will be reviewing the matter with management to help prevent similar issues going forward. If there is anything else we can assist you with in the meantime, please do not hesitate to reach out.
