Hello Rove Concepts,

We hope this email finds you well. The purpose of this email is to obtain your feedback on the experiences we have had as customers of Rove Concepts products.

Our first experience with Rove Concepts was back in 2015, where we purchased the Saarinen Tulip Table, (Order #40227) and we were happy with the craftsmanship and quality of the online order to our home in Toronto, Ontario.

We decided again to purchase through Rove Concepts again at the end of 2017 (Order #107694), this time to obtain the 1955 Sideboard. Upon receipt of the item in late December, we noticed (what we thought were) superficial quality issues, and submitted our first claim (Claim #4891). The quality issues included dents on the doors / metal tracks, rough finishes on handles, and blemishes on the sideboard. We applied for and received a blemish discount.

During the course of our first year of ownership, we had issues opening / closing the sideboard doors, and thought that this was a temporary issue and due to the new construction of the sideboard. However, we started noticing that one of the sideboard doors had a dent / blemish that was increasing in size. We submitted a second claim (Claim #7970) to investigate, and after many weeks of back and forth, which included us having to take apart the sideboard(using instructions provided by Rove Concepts), it was confirmed that this was a manufacturing issue.

The response received from Rove Concepts was that because the sideboard was outside of the 1 year warranty period (the period was a couple weeks outside of the 1 year order mark, but within 1 year if considering the date in which the sideboard was delivered), no action would be taken. We were unhappy with the lack of action, and wanted to escalate the issue to you for further feedback due to the following reasons:

1) The sideboard clearly had a manufacturing issue from the start that resulted in it not working as expected
2) There were multiple quality issues found with the sideboard brought up through 2 claims
3) The claims were made within a reasonable time period with ample documentation

An article that we found relevant was an interview where Customer Satisfaction was referenced as a priority, and we'd like to see how this issue can be addressed in a more satisfactory way. Please let us know if any additional information can be provided.

Globe and Mail - Rove Concepts
"Modern furniture retailer faces classic kinks in customer service"

Thanks in advance for your consideration.
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Update to response by Rove Concepts April 15th: As stated in the initial description, the initial compensation was for superficial damages found on receipt of the furniture. The second claim (confirmed by Rove Concepts) was for us to use manual effort to take apart the sideboard to identify a manufacturing defect, and this was not compensated nor considered for reimbursement. Manufacturing issues affecting the functionality of furniture is a significant issue, and we are disappointed in the response received on this concern.