Rove Concepts

We are sorry to hear about your experience and understand how concerning this situation has been for you. While this is the only report of this nature we have received, the matter was taken seriously immediately upon being brought to our attention. Our team has reviewed the communication history associated with your case and, while we were unable to find evidence of calls being intentionally disconnected, we do see that your concerns were actively addressed by our Support and Claims teams throughout the process. Pickup was being arranged for disposal, as we understand the challenge that disposing of a large piece of furniture can represent for an individual. However, as the pickup service was ultimately not required by yourself, it has since been canceled and a full refund has been issued. An internal review remains underway as part of our standard investigation procedures. We appreciate you bringing this matter to our attention and apologize for the distress and frustration caused by the experience.

Thanks for the feedback — we do appreciate you taking the time. While we understand that the shipping cost can feel high, sadly, shipping furniture items across such large distances as British Columbia to Nova Scotia can genuinely be quite costly. Third-party carriers determine which areas are considered beyond point, so unfortunately we are not able to comment on that decision directly. We do aim to be transparent by providing the final shipping fee at checkout before the purchase is completed, allowing customers to make the decision that is right for them. We completely understand if this may not be the best fit for you moving forward and respect your feedback on this. We also want to assure you that if you prefer to talk things through over the phone rather than through live chat or email, you are always welcome to call us at 1-800-705-6217, where our team will be happy to assist. Store credit does hold cash value and can be applied at checkout as partial payment toward a future order, should you choose to place one. Your feedback is valuable to us, and we will ensure it is passed on to the relevant teams.

We appreciate you taking the time to provide this feedback, and we sincerely apologize for the experience you have had with your Sarina Bed order. Ongoing issues of this nature are not something we consider normal or acceptable, and situations like this are taken seriously internally. We also apologize for your experience with the third-party delivery carrier. We fully agree that final-mile delivery is an important and highly visible part of the purchasing experience, and when a carrier does not align with the standards we expect, it is disappointing for us as well. We are pleased to see that, after this was reported to the Claims Agent handling your case, the matter was escalated internally for review by our Logistics Management team. While damage claims related to incidents caused by third-party delivery carriers must ultimately be filed directly with the carrier themselves, we are happy to assist and support the process as much as possible. We truly appreciate your patience while we continue working toward a complete and satisfactory resolution for you.

We appreciate you providing this feedback, and while the three-day claim window for damages is a necessary industry standard, we agree that this would not apply to manufacturing defects that could not have been caused by accidental damage following delivery. We do also want to assure you that showroom floor models and open-box returns are never resold online as new items. Having reviewed the communication, we were unable to identify the specific concern that led you to believe this may have occurred, but we would be happy to discuss this further so we can better understand your concerns. In the meantime, leadership has reached out to you directly regarding the Louis Outdoor Armchairs, and we look forward to continuing the conversation with you directly.