Sue
Rock hard sofa and terrible return process
We order the R4 sofa. It arrived and was in good condition. However, the sofa itself was as hard as a rock. The top cushions are unattached, slide all over the place when using and offer very little cushion. We looked into it and were advised to give it time to further expand and that it would get softer. We waited a month. No improvement, was still like sitting on a rock. We contacted the company wanting to return the sofa as it was still well within their 100 day return policy. We were asked to take photos of the item which we did and were told that yes it was still in good condition and they’d contact freight company to come pick it up. This was on March 17th, 2026. It is now May 10th, 2026 and we are still waiting for the item to be picked up. I’ve contacted them and were told that initial company they contacted for pick up did not operate in our area and they’ve had to source another freight company… This is interesting since there were no problems initially having the sofa delivered to us. At this point we’re stuck with a rock hard sofa taking up space in our home for almost 2 months now. And our money has not been refunded as we’ve been told they can’t do so until they’ve received the sofa in good condition. Buyer beware.
Response from Rove LabMay 14, 2026
Hi Susan, I clearly see we missed the mark on the comfort you were expecting. Regarding the delay, I want to be direct about what happened. While the initial delivery was successful, our primary return partner later confirmed they could not service your specific area for a pickup, which led to the unacceptable wait time you've experienced since March. This isn't the level of efficiency I aim for, and I understand the frustration of having the sofa occupy your space while waiting for a resolution. To make this right, we have successfully secured an alternative carrier as of May 6 to handle your pickup. Additionally, as a gesture of goodwill for the inconvenience caused by these logistics, I have waived the standard $99 return fee for your order. We stand behind our products, but we also stand behind our commitment to a fair process when a sofa isn't the right fit. Thank you for your patience while we resolved these logistics issue. Rove Lab Executive Team Gabe