Easy ordering. Wack shipping.
Easy enough ordering experience, discount code and all. The friction came with the shipping notifications. I get it, we’re in an era of Amazon speed delivery expectations but...
Four days after order I get an ‘item has shipped’ email with a tracking number from Rove. Awesome. Tracking number doesn’t work. Wait “48 hours” for system to update. Still doesn’t work. Call the shipping service company, wait on phone. “No, we don’t have that yet”. Call Rove. Wait on phone. “It hasn’t been picked up yet by the shipping service”. Uhh why do I have a tracking number and shipping notification email? “The shipping service will notify you when I they have it. They have you information and will give you their tracking number.” Ok. So... 2 tracking numbers. Wthell. Wait a week. Hear nothing and get no email. Call shipping service. “Oh yeah we have it. Ready for delivery when you’re available”. Ok great, planned on telling me when you were going to deliver it since it requires a signature, I have two kids and we both work full time? “Yes. Will deliver tomorrow between 3-hour window and driver will call half hour before”. Great. Excited. No call. Van shows up at very end of delivery window. Sure they were young kids (hustling hard too) but I was about to leave to pick up my kids. Whole thing took two weeks. All within the bounds of their projected delivery policy on their website but so much hassle in between order and deliver felt unnecessary.
Reply from Rove Concepts
Hi Jack Pedersen,
Thank you for your review.
We're glad to hear that you had a smooth and easy ordering process, but are sorry to hear that you found the delivery experience frustrating. For all orders we send out a notification email as soon as your order has been prepared for shipment. This includes the carrier contact information, and the tracking number for your shipment. Once this has been arranged with the carrier it usually takes 24-48 hours for the carrier to arrive to our warehouse and scan the shipment into their system, with the tracking becoming live shortly after. We sincerely apologize for any confusion about this process or delay in your tracking becoming live. We require signature upon delivery for all orders for the benefit of our customers, so that no damage or theft occurs to unattended shipments. For all larger furniture orders the carrier will call the consignee to offer a delivery window so that they can arrange to be present. We are sorry to hear that the carrier was late for your delivery window, as this is never the experience we want for our customers, but are glad to hear that you successfully received your order within the 7-16 business day lead time. We hope the Soren Bed is giving you great nights of sleep, and if you have any further feedback please let us know at customercare@roveconcepts.com.
All the Best,
Rove Concepts Team