Disappointed - Defect + Poor Exchange Policy
We love the outdoor furniture we ordered. Unfortunately, the sofa came with a defect as there is a crack in the weld where the leg attaches to the seat chair. We did not notice this until a couple weeks after we had the sofa but we were told that we could not return the item or exchange the item for a new sofa (that we were to report all defects within 2 to 3 days). This is a very poor return/exchange policy. I believe the defect was there when we purchased the item, but even if not, to develop such a crack means the item is not of high quality and an exchange should be permitted given that the time window was so short. I don't know any other furniture store that has such a poor exchange policy.
Reply from Rove Concepts
Hi disappointed first customer,
Thank you for your review.
We are so sorry to hear of any damage on your Linnea Lounge Chair. As your order was delivered over three weeks before the issue was reported, we were not able to determine the cause of the damage and therefore unable to file a claim for this. We understand that inspecting all products within 3 days of delivery can seem daunting, however, this is exactly why we require signatures for delivery of all shipments.
Damage in transit is unfortunately a possibility in freight shipping large furniture items across the country, which is why we always want to make sure that our customers are aware of this policy. We list this information in both our Store Policy and on our tracking emails right next to the tracking number. We apologize again for the unfortunate circumstances.
We appreciate your time and welcome any further feedback directly at customercare@roveconcepts.com.
All the best,
The Rove Concepts Team