I recently needed to order a replacement cushion for my Evelyn right arm chaise. I emailed the Concierge. She provided a solution with a very reasonable price, and coordinated shipping of the replacement part with a new piece I was ordering, reducing my shipping costs. When I gave her the greenlight, she wrote up an invoice and placed it in my account, permitting me to complete the order securely online.

Easy.

Only drawback was delay in Concierge response between my communications, which was about 48 hours. That appears to standard these day due to heavy customer demand for Rove products.