Rove LabReviews of rovelab.com

Response from Rove LabMay 11, 2026

Hi there, thank you for sharing this feedback. I want to be direct regarding the delay you experienced with your order. We identified a technical synchronization issue between our Warehouse Management System (WMS) and our shipping platform that specifically affected certain AU orders. While our team confirmed the item was indeed in stock at the warehouse, this integration error prevented the dispatch instructions from processing within our standard 1–3 business day window.I can confirm that the logistics hurdle has now been cleared and your order has been delivered. We take these system errors seriously and are currently working with our technical teams to audit our integration logs to ensure this type of communication gap between our systems is prevented in the future. Thank you for your patience and for your business. Best regards, Executive Team Rove Lab

Response from Rove LabApr 28, 2026

Hi Genevieve, Thank you for your candid review. I have personally reviewed the history of your case, and I am truly sorry for the ordeal you described. Preparing for a newborn is a significant life milestone, and the logistical failures you experienced—coupled with the frustration of a "construction zone" living space—fell far short of the support and reliability you deserved. I want to be transparent regarding the situation with your unit. When our carrier declared the replacement shipment "lost in transit," we issued a full refund in good faith, with the mutual understanding that if the unit were to arrive, it would be returned to our warehouse. Now that the sofa has been delivered, we are simply trying to finalize that agreement. I understand that our recent follow-up regarding the pickup felt like an added burden after the long, difficult experience you endured, and I apologize that our communication came across that way. That was not our intention. However, we are currently in a position where we have fulfilled your refund, but the return of the item remains unconfirmed. We would appreciate the opportunity to resolve this final logistical piece fairly. We take your feedback seriously because it highlights where our systems—and our partnerships with carriers—failed you. We are reviewing this case internally to ensure our team handles these rare, complex logistical breakdowns with much greater care in the future. Thank you for giving us a try and for holding us accountable. Best, Gabe Dias Executive Client Relations | Rove Lab

Response from Rove LabApr 28, 2026

Hi Fatima, Thank you for the candid feedback. I have reviewed your case and am writing to confirm the final resolution. I acknowledge that the timeline and the communication surrounding your return were unacceptable and fell well short of our standards. We have identified the gaps in our logistics and internal coordination that caused this, and we are taking the necessary steps to ensure these processes are corrected moving forward. I can confirm that the return collection has been successfully completed, and your full refund has been processed. You should see the funds appear in your account within 5–10 business days, depending on your bank's processing times. Thank you for holding us accountable; this feedback is instrumental in helping us improve our operations. Best, Gabe Dias Executive Client Relations | Rove Lab

Response from Rove LabApr 16, 2026

Brigitte, thank you for the candid review. I’m glad the ordering, delivery, and return experience was smooth. At the same time, I’m sorry to hear the R4 did not live up to expectations for you. We position it as an exceptionally comfortable sofa, so when someone feels that it missed that mark, that is feedback we take seriously. We offer a 100-day trial for exactly this reason. Comfort is subjective, and buying a sofa online requires a level of trust. The $99 return fee is part of that policy, but the intention is to make sure customers can try the product in their home and still have a simple path back if it is not the right fit. On the delivery company’s comment, I can’t validate that, and I would not present it as representative. What I can say is that we take feedback seriously, we stand behind the product, and we know not every sofa will be the right fit for every home. Thank you again for giving us a try and for taking the time to share thoughtful feedback. Gabe Dias Executive Client Relations | Rove Lab

Response from Rove LabApr 28, 2026

Aila, thank you for your candid feedback. I am sorry to hear that the sofa did not meet your expectations regarding its appearance and that the return process proved frustrating. To clarify, as this order was placed through Costco, the return and support process is managed directly by their logistics team. This is why our internal support team was unable to locate your ticket in our system or assist with your inquiries directly. We understand that navigating a third-party return process can be difficult, and I apologize if that experience added to your frustration. I will be sharing your feedback regarding the color and fabric representation with our product team. We take these insights seriously to ensure our photography and descriptions accurately reflect our products. Thank you for taking the time to share your experience. Best, Gabe Dias Executive Client Relations | Rove Lab