I'm pleased with our sofa, but we had a poor experience with Rove.

I ordered our sofa on 1/11, it shipped 1/16, and arrived 1/26. This timeline was perfectly suitable, however, we received the wrong color legs. I felt disappointed that this was overlooked.

Rove said they couldn't (wouldn't) expedite shipping on the legs. I mentioned I would send back the wrong legs if they provided a label and this is, verbatim, part of the response I received:

"You are more than welcome to use the chrome legs in the meantime if you want to set up and use the sofa - switching out the legs will not compromise the integrity or stability of the legs. Once the replacement legs arrive you are welcome to keep, gift or dispose of the incorrect legs as you wish."

I have a huge problem with this, as we believe installing the legs and switching them out would have 100% compromised the stability, not of the legs, but of the sofa. They are screwing straight into wood and taking them out and screwing them back out would have definitely stripped out the wood.

I'm also disappointed about not being able to return the legs. It seems like they don't want to pay ANY shipping outside of the initial shipment. Gift them? Dispose of them? Wasteful. This was a shocking response.

We finally received four out of eight of the legs today. Apparently, the other four are arriving tomorrow and I'm not sure why. Two weeks turned into three weeks and no one has reached out to apologize or recognize the mistake. I understand things happen, but acknowledgement is really important, especially to gain return customers.

Update:

The rest of the legs arrived and we installed them. We used our own screws, as the ones provided were too short.

I saw that the sofa was discounted further (less than 30 days from my purchase) but they would not retroactively discount my purchase. I even mentioned the hiccups we had and still, no acknowledgement, no apology, no inquiry as to what our issues were.

My suggestions:

-If you're not going to expedite orders to correct mistakes, gain a better quality control system.

-Follow up with orders that have reported mistakes. It only makes your company look better.

Rove does not seem concerned about offering proper customer support and gaining return customers. I'm sure they'll continue to get first time buyers, but it's a disappointment, as the product is lovely. I just can't support a company who truly doesn't seem to care about their customers.

I would not consider ordering from Rove again and would not recommend Rove to friends.