Review of Rove Concepts


Rated 3 out of 5 stars

I ordered two glass vases that were …

I ordered two glass vases that were scheduled to arrive two Saturdays ago via FedEx. Shipping was $19! But the bigger problem is that for some reason the delivery needs a signature by someone over 21 years old. If it just required a signature, I could sign the door tag and FedEx would be able to leave it at my door. But because it needs a signature for someone over 21, there has to be someone physically present to sign for the package. No one can be home during delivery hours. I tried to ask FedEx to change the delivery and they wouldn't let me make any changes. I called Rove Concepts and they said they would figure out what changes they could make with FedEx. I got a call later that day and was told I could either go pick up the package myself at a FedEx office or pay an additional $14 to have the shipment rerouted to my office where someone could sign for it. So...my shipping options were: pay $19 only to have to pick up the package myself anyway a week later or pay $33 to have it shipped to an address where someone could sign for it. The combined total of the two items I ordered BEFORE shipping is $40. I just found the exact same items on Walmart and even with shipping it would have come cheaper and a week faster.

UPDATE:
Regarding your reply, where does your website clearly state that an ADULT must sign for the package? When I spoke to your customer service rep, they said the company never requires a signature from someone 21+ and that it must have been categorized incorrectly when shipped.

From your site:
"Standard Shipping includes a delivery to the threshold, described as the "first dry area or garage" or lobby/service area of a high-rise building, unless shipped with UPS or a small parcel carrier for which a signature will be required upon delivery. Standard Shipping for Canadian shipments is a curb-side delivery service and it will be the customer’s responsibility to remove the item off of the truck and bring it inside."

May 8, 2017
Unprompted review

Reply from Rove Concepts

Hi ry,

Thank you for your review.

We appreciate your frustration with the delivery of your order. For all orders we clearly state in our shipping policy that we require an adult to be present for delivery. While this may be less convenient it avoids any cases of theft or damage that may occur if deliveries are left unattended, which we highly value for our customers. If a customer is unable to be present to accept a FedEx delivery of smaller items at the original shipping address we are able to either modify the shipment to be picked up at a local facility, or request that it be re-routed to a new address, which FedEx may charge fees for. We hope this explanation provides clarity and if you have any further questions we would be happy to help.

Edit:
We have checked with our warehouse as to their FedEx shipment signature policy. There are three signature options that can be used for a FedEx shipment, Indirect Signature, Direct Signature, and Adult Signature. Our warehouse has confirmed that for all FedEx shipments they process an Indirect Signature is required, allowing anyone at the specified address to sign for the package without an age requirement. We sincerely apologize if there was any miscommunication when receiving your order as a 21+ age requirement should not have been necessary to receive your order. We value your feedback and welcome any further questions.

All the Best,

Rove Concepts Team