I ordered 3 furniture items over a period of 2-3 months. The shopping at the website and utilizing the online chat was easy. The shopping experience overall was pleasant.

The first set of items (side-tables) were packaged and shipped timely. The choice of shipping vendor is surprising. There was tracking provided and once the items arrived, they sat for a number of days. Since this was a small freight company, the phone number did not work. In the end I contacted Rove concept and again the customer service was very prompt and they assured that they have contacted the freight company and the items will be delivered. Another week, multiple reschedules and finally the items arrived.
5* on packaging and the quality of the item
4* on customer service
1* on shipping to the US (please use a name vendor - your competition -west elm, room and board, crate and barrel all use named vendors and some offer much cheaper shipping options.

The second set was a Harper bed. I especially requested a different shipping vendor, and a different one (pilot) was used. Tracking worked again and showed that the item arrived as scheduled to the vendor facility. No calls from the freight company for a day. Finally called the freight company and they stated that they can't find two boxes. Reached out to Rove concepts again. Packages were magically located. After a few more delays, finally arrived. Quality of the Harper bed is excellent. The instructions to assemble it are atrocious, in fact the bottom support bracket installation is all together incorrect with the bolt pictures. No videos online, and the Harper bed is no longer on the website. Reached out to CS and they were kind enough to send the same PDF as the enclosed instructions.
5* on the packaging and quality of the item
2* on instructions - need to have video assembly instructions as well
1* for the choice of shipping vendor

Bottom line - good design, good product, good customer service, but bad end user experience.