BL
Ok Sofa, Bad Customer Service
The S8 Sofa was fine, however the customer service post-sale was horrendous. When my sofa arrived yesterday, I gleefully unpacked it. However upon going to the website, I learned that there was a new model. This new one must have launched on or near the exact date I placed an order for my old one. Upon learning this, I contacted their customer service inquiring about an exchange, but they said that wasn't possible. I would have to incur the $99 return fee and then order a brand new one. Needless to say that doesn't fly, and they don't seem to be doing the math well. I was read to to pay 50% more for a new sofa, and all they had to do was waive the $99 return fee... but instead, they're getting the whole sofa back. And will make no money from me. They are not valuing my time, which is worth more than $99 to me.
Response from Rove LabSep 28, 2026
Hi BL, we're sorry you were caught in between the launch of a new model. That's exactly why we have a 100-day return window: if you're not 100% happy, you always have the option to return. We don't have an exchange program, so moving to the S8+ does mean returning your S8 and placing a new order, unfortunately that's not something we can bypass. Our team has already reached out personally to help with the return and reorder if the S8+ is your preference.