EB
1 Star — Paid for sofa, no delivery, no response, now requesting a refund
Star — Paid for sofa, no delivery, no response, now requesting a refund I purchased and paid for a sofa from ROVE LAB and was quoted a delivery timeframe of 5–7 days. That timeframe has now passed, and I still have not received the sofa, a confirmed delivery date, or any adequate resolution. I have attempted to contact ROVE LAB five times and, despite providing the information requested, I am still yet to receive a clear response to the most basic issue: where is the sofa I paid for, and when will it be delivered? At this stage, due to the lack of delivery, lack of communication, and failure to provide a confirmed update, I am requesting a full refund. I do not believe it is acceptable for a business to take payment, miss the quoted delivery timeframe, and then fail to respond properly to repeated customer enquiries. I am also in the process of lodging a formal complaint with the ACCC and Fair Trading regarding this experience. I find it particularly concerning that there does not appear to be a clear customer support phone number available on the website, making it extremely difficult to resolve urgent order issues. Based on my experience, I cannot recommend ROVE LAB. I simply want a response, a refund, and proper accountability for the way this matter has been handled. Absolutely do not purchase from this company
Response from Rove LabJun 2, 2026
Elisha, thank you for sharing your experience and for your direct feedback. I understand your frustration regarding the communication gaps and the delays with your M1 sofa order. You expected a 5–7 day delivery window, and we did not meet that timeline, nor did we provide the clear, unified communication you deserved when you reached out. I take full responsibility for that internal miscommunication and the system failure that left you without accurate updates. Our goal is always to provide a reliable and transparent service, and it is clear we missed the mark in your case. We take your feedback regarding our website communication and the availability of direct support channels seriously, and we are using this experience to review how we display pre-order timelines and manage customer queues. As requested, your order has been cancelled and your full refund for the sofa was processed on May 31, 2026. Depending on your financial institution, the funds should reflect in your account within the standard processing window of 5–10 business days. We will also be cooperative and transparent with any formal inquiries from the ACCC and Fair Trading to ensure this matter is fully and properly closed. Thank you again for your time and for holding us accountable. Gabe Dias Executive Client Relations | Rove Lab