Rove Concepts Outlet Santa Fe — Local services in Santa Fe Springs

Updating my review form one star to four stars and to share that the issue has been resolved and I was refunded for my order. It was a bit of work and back and forth, but once Justin, their Warehouse Sales Coordinator, got involved, I felt heard and understood. He addressed my concerns in a timely manner.

XRove let me keep the incorrect items, which I am now donating to Eaton Fire survivors.

The pieces are really nice quality and sturdy. They're just not what I expected or can use.

First, I should have been warned off by the poor online customer service reviews. What started out as a straightforward experience has resulted in them ghosting me and me filing a claim with my credit card company.

On Feb 8, I purchased a Milo armless sleeper and Milo sleeper ottoman for $1642. This particular item didn't have a photo, but all the other sleeper options showed what one understands to be a sleeper sofa and were all at similar price points. This one was marked "custom" so I took that to be an armless sofa. No big. I like the minimalism. Our place is small so it would be a better look for us.

I drove to Santa Fe Springs, CA on Feb 13 during the worst of a torrential rain storm. The warehouse guys loaded up my SUV and didn't go over what was in the boxes.

Waited until the rain subsided to unload everything on Feb 14 and you can see in the picture what I ended up with. A one-seater from their Milo sectional collection and the full size Milo one-seater ottoman. By the way, the full size ottoman is ENORMOUS. That's why I thought I had the full sofa.

I immediately contacted customer service, who were attentive and pleasant. They basically said that when the warehouse team returned on Monday they'd take care of it. And that's where all communication ceased.

What the warehouse team has done this week is update the photo attached to my online receipt with their version of my annotated image below. They are making it clear for future customers what their description doesn't clearly state. But there has been no communication with me to rectify the problem.

Their description always referred to the two pieces as "Milo Sleeper" not "One-Seaters." Everywhere on their site these two pieces are called "One-Seaters." So they got it wrong and I'm supposed to deal with it. Even if they say something is final sale, that's assuming that they delivered what was described, which they did not. In fact, their actions this week show bad faith on their part. I'm not complaining that the color is off, or that it has a ding in it. It's a warehouse sale, after all. But I did not get what was described and they have ghosted me.

If all had gone well, I wanted to buy additional pieces to match at regular price. Obviously that's off the table now that I've opened up a case with my credit card company and will never purchase from Rove Concepts again.

Anyway, buyer beware with Rove Concepts or the Rove Warehouse Sale. And if you do buy from them, work it all out in writing with the customer service before you...

I would sincerely advise against buying from this company. I have placed an order on May 24th and after 20 days, when the delivery was scheduled and confirmed, the delivery was cancelled because they didn't have all the items on hand. I reported this issue to Rove and this is what happened:

Day 1: My sectional was supposed to be delivered. The carrier contacted me saying that they couldn't do it, so they scheduled the delivery for the next day Day 2: I called the carrier at 8:27 AM to confirm the delivery time frame. They confirmed the sectional would be delivered between 1-3 PM. I took the day off work to receive the order. At 10:12 AM the carrier contacts me saying that they can't deliver my order because they don't have all of the boxes. I couldn't understand how this was possible if they had been in touch with me for two days trying to schedule the delivery and had just confirmed that it would happen. I was instructed to contact Rove. After 5 calls with Rove there was no resolution nor a time frame to get it resolved. Customer service kept reinstating the message that this was on Pilot and that their representative on the company wasn't replying. I bought this product from Rove, not Pilot, so placing the blame on this third-party that the company subcontracts is unreal for me. Day 3: Pilot tracking falsely states that they attempted to deliver the product, but failed to do so because no one was at home. After 4 calls with Rove there was still not a resolution. I was told that Pilot needed 24 hours to finalize a dock search for the missing item. This search only started on day 2, a full 24 hours after I reported the issue. My order was already one day late when it was scheduled, and now it had been 48 hours that I had reported the issue and there was still no resolution. To make matters even worse, Pilot lied again, stating that I had refused a partial delivery, when they never contacted me. I was also promised that they would get in touch with me on this day to schedule such partial delivery, but that never happened. Day 4: The short-haul carrier that Pilots subcontracts schedule the partial delivery (hopefully this will happen). I receive a confirmation that a replacement part has been shipped, meaning I will have to wait another 12 business days to receive my order. The dock search that was supposed to be completed is not completed and Rove is still placing the blame on Pilot and acting with zero sense of urgency

This has been the most frustrating experience ever as a...

You wrote a review for Rove Concepts 2 days ago 1.0 star rating5/23/2023 I wish I could give this company zero star. Recently, I purchased a standing table from them for a hefty price of $7,000,and my experience has been nothing short of a complete nightmare.

Upon delivery, I discovered that one of the cables necessary for the table's functionality was missing from the package. I immediately contacted their customer service team, who assured me that a replacement cable would be sent out promptly. Little did I know that this was just the beginning of a series of issues.

After enduring a lengthy wait of 2.5 weeks, the replacement cable finally arrived. To my dismay, it turned out to be the incorrect cable. This lack of attention to detail and failure to provide the right product left me utterly disappointed and frustrated. As a result, I have been unable to use the table as intended, which defeats the entire purpose of my purchase 2.5 months later...

In addition to the missing and incorrect cable, I also noticed that the table's surface had a rough texture in some areas, completely different from what was showcased in the product photos on their website and even the display desk in their showroom. Naturally, I contacted their customer service to address this issue, but to my surprise, they were unhelpful and unwilling to take any responsibility.

Furthermore, on top of everything mentioned above, I would like to add that none of the Uma Table Lamps we purchased worked either. We tried to use them, none of the lamps turned on. We tried different outlets but the lamps just don't work!! It was incredibly frustrating to have yet another defective product from Rove Concepts.

The poor quality of the product, combined with the unhelpful attitude of their customer service team, has left me deeply disappointed.

I want to emphasize that my experience with Rove Concept's customer service team is consistent with the many negative reviews this company has received on Google and Yelp. I strongly advise anyone considering purchasing from this company to save their hard-earned money and precious time. This company has demonstrated a lack of integrity, quality, and customer care.

In conclusion, my experience with Rove has been nothing short of a complete letdown. I implore others to learn from my unfortunate encounter and avoid making a purchase from...