8/29: Updating my ratings from 3 to 4 stars due to resolution:

It took a week but Rove did what was the right thing to do to resolve the issues.
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8/25: I’m rating this company based on 2 things: customer service and product quality.

1. Customer service: the sales process was easy. You call and place an order or you just buy online. The sales team is quick to respond just as expected. But once you receive the product and having an issue and, it’s quite difficult and a lengthy process to get a hold of anyone to help. They take days to response to your inquiries and take days to reply. Very disappointing and annoying! I can’t believe they’re that busy that cannot response within a 24-hr window.

2. Product quality: the sectional I received was pretty nice and fairly well made overall. However, the packaging left some of the cushions dented and it’s impossible to get the dents out from from a velvet sofa. They’re there permanently. I am now stuck looking at my dented ottoman for years to come. Another disappointing thing!