Ordering was easy
Ordering was easy. However, it was disappointing to see that white glove delivery service was not offered (perhaps) because of covid. So this will make things difficult seeing as though I live in a high rise condo. Also, the only way I was able to obtain my tracking number was to call up the customer department of the company that is handling the shipping. Every time I looked at my account on Rover it said tracking number wasn’t available. Thank goodness I called customer service because my delivery date is in two days which I would’ve never known had I not took the initiative myself. I received an email with a number that provided an error message when I entered it stating that it was too early for my tracking number to be available which was incorrect. I am glad, however, to see that I’ll be receiving my sectional a lot sooner than anticipated.
Reply from Rove Concepts
Hello Joyce,
We are sad to hear about your experience and we sincerely appreciate your feedback. Due to the pandemic and current precautions, we have temporarily suspended our White Glove delivery in some areas in order to keep our customers and carrier team safe. We do hope to resume these services once it is safe to do so. We sincerely appreciate your understanding in the meantime. Although we do our best to provide clear communication between the customer and carrier team and provide the carrier tracking information on the shipping confirmation email, we are sorry to hear about your experience with your order. We have shared this feedback with our concierge and carrier team to see how we can better improve on our service and to prevent issues like this from occurring in the future. We are glad to see our concierge team has been in touch with you to help with your order. We can't wait for you to receive your order and we do hope you love your new pieces as much as we do.
We again appreciate your feedback and if you have any further questions, please reach out to our concierge at concierge@roveconcepts.com, by live chat or by phone and we would be happy to help.
All the best,
The Rove Concepts Team