The RW Collective — Local services in Goodwater

Save your company time and money and buy from another wholesale company. Although the products offered are appealing, they are not quality checked, and instead of owning up to the flawed merchandise they will blame it on the shipping carrier. Paint overspray, gouges under finish, etc are not a carriers mishandling. Rockford then will only issue minimal repair credits, to be used on future purchases with more problems. Logistics is a complete blame game, of which Rockford should find other carriers to handle orders if they are that unsatisfied with the carrier. Your business then is left to handle logistics with a third party, Zenith. Zenith at one point stated that the lady from Rockford 'no longer wanted to deal with us' regarding delivery issues & then pick up of damaged merchandise that should have never left the Rockford warehouse. If it had been quality checked for defects in the first place we would not had the need to return or complain about the products. We ended up storing a return for over a month, a return that was not damaged in transit, although Rockford will not admit it was sent on that condition. You are then left with original freight charges, repair credits because they will not refund. Rockford employee Wendy, then calls to yell at my assistant for disputing charges on second purchases. We used our 'return credit' from first purchase and gave them a second chance and ordered additional items as a test before placing a larger order. 2 of 3 were damaged (quality control damage, not freight damage). The repair credit on one item would have been fair, IF we wished to purchase from them again. They're solution of an $80 repair credit on an item that retails for over $1,000 was absurd. Let alone the freight we paid for that item to be delivered. Was then offered to return item in a box (item arrived wrapped in cardboard, no box) was also unsatisfactory considering we have to asbord $450 in freight charges for the total of 3 items, would need to purchase a box for an item that wasn't even shipped in a box, & would not be provided a pickup date for returns. Last return took over a month to be picked up and we are not a storage facility and our money is tied up for their issues. Two orders in, too many...buy elsewhere. There are plenty of beautiful furniture companies with excellent customer service. Rockford is NOT...

I purchased a table from a local store in my town sold by this company. It developed a crack and I reached out to the local store about it. In frustration I actually left a bad review on this site. Well within a hour I was contacted by Kala who has worked tirelessly to make this right. She has gone above and beyond to help me. I love the piece I have and am so glad we have resolved Thank you Kala for reaching out and actually communicating with me and working toward a solution.

While all the above is true the solution has taken forever to be resolved. I had my table picked up and received a new table only to have been sent the wrong table. I have been without a dining room table for over 7 weeks only to be told I am waiting to be placed on a route coming this way. It has been a frustrating experience and thank goodness for Kala and her willingness to help me because the local store could...

I sadly have had a terrible customer service experience. I ordered a sofa from Rockford for a client. The sofa seat cushion arrived stained and the seat cushion didn’t fit correctly. Rockford would not resend a new seat cushion to replace the poor quality one sent. My client is so upset and can’t return the sofa. I will never buy another Rockford sofa again. It’s so unfortunate bc I have a lot of customers in my shop who ask about their sofas but I can’t sell them anymore. I show them other brands now. I’m so disappointed. Poor customer service. Rockford has poor quality control apparently. And their customer service is horrible. Penny wise and Pound foolish. They have lost...