Good Support on Initial Sale. Unhelpful During Delivery Process So Far

First off - I never write reviews for anything but feel compelled to do so here.

This is my first experience with Rove and I was impressed with the customer service on the front end of my Milo Sectional purchase.

However, when I called to clarify issues related to the status of my shipment I was very put off. I had received an email notification that my shipment was being inspected in WA (north of Seattle where I live) only to learn there is actually no longer a facility there. Further, when I called the logistics agency, they told me they had attempted delivery but the merchandise was not provided. I called Rove customer support to try and better understand the situation but was instead lectured at length about how the shipping partner had given me bad information and lots of insights into how each "system" works at Rove vs. the shipping partner. Little appreciation for the confusion the situation had created - not a small matter as I try to plan upcoming travel while trying to manage delivery of this huge sofa. I had multiple calls with both Rove and the shipping partner. Only the shipping partner went out of their way to call their team in the field to better understand the status and resolve the confusion. The Rove agent(s) were continuously unhelpful and arrogant.

Important for Rove to appreciate that some potential "system" issue at the shipping partner that creates confusion is not a problem for the shipping partner but rather part of the full Rove customer experience.

I am in the process of furnishing a new condo and looking forward to receiving the Milo sofa - however, my recent customer service experience will certainly color my decision to buy additional items from Rove.