Rove LabReviews of rovelab.com

Response from Rove LabJul 3, 2026

Hi Neet, Thank you for your review. There was a short delay in the carrier pickup, which caused the tracking to take longer than usual to activate. Your order has since been collected and is on its way. Delivery typically takes 2 to 4 business days from the collection date. Tracking details have been shared via email so you can follow the progress. Should you have any further questions, feel free to reach out to our support team. The Rove Lab Team

Response from Rove LabJun 30, 2026

Hi Paul, Thank you for taking the time to share your feedback. We're truly sorry to hear that your experience with both the M1 Sofa and our communication did not meet your expectations. We sincerely apologize for the difficulty you experienced trying to reach us. After reviewing your case, we found that there was a typo in the email address we had on file, which unfortunately prevented our replies from reaching you. We completely understand how concerning that must have been, especially while waiting for assistance with your return. We're glad one of our representatives was able to reach you by phone, and we can confirm that your return request is now being processed. We're also genuinely sorry that the M1 Sofa wasn't the right fit for you. While comfort and seating preferences can vary from person to person, we understand how disappointing it is when a product doesn't meet your expectations. We appreciate you giving it a try, and we're committed to making the return process as smooth as possible. Thank you again for your patience and for bringing this to our attention. We truly appreciate your feedback, as it helps us improve both our products and the experience we provide to our customers. Dênis V. Head of Operations

Response from Rove LabJun 29, 2026

Hi Miel, Thank you for sharing your feedback. Pilling after just over a year is definitely something we'd like to look into for you. We've sent you an email with the next steps so our team can review your case and find the best resolution. Please check your inbox and follow the instructions there. Looking forward to helping you out. Dênis V. Head of Operations

Response from Rove LabJun 20, 2026

Hi Lisa, Thank you for taking the time to share your feedback. We're sorry to hear that the M1 Sofa and Ottoman did not meet your expectations. We understand how disappointing it can be when a product doesn't align with what you envisioned, particularly when it comes to comfort, proportions, and ease of setup. While all product dimensions and specifications are provided on our website to help customers make informed decisions, we recognize that perceptions of size, scale, and comfort can vary from person to person when viewing photos and videos online. Comfort is also highly subjective, as individual preferences and body types can significantly influence how a product is experienced. Regarding the return process, your return request has been processed and is currently being coordinated with a local carrier. Because carrier assignments vary by region and availability, we are sometimes unable to provide carrier details until the pickup has been scheduled. We understand that waiting for updates can be frustrating, and we appreciate your patience while our team works to arrange the collection. We also appreciate your feedback regarding both the product presentation and the handling expectations shown in our marketing materials. Comments such as yours are valuable and have been shared internally with the appropriate teams for review. Our Customer Experience team remains available to assist you throughout the return process and will continue to provide updates as soon as additional information becomes available. Thank you again for your feedback, and we appreciate the opportunity to address your concerns. Dênis V. The Rove Lab Team

Response from Rove LabJun 10, 2026

Hi Lisa, Thank you for your review. We're sorry, your last message did not get a reply when it should have, and that's on us. Your order was placed on pre-order with an estimated shipping window between June 2 and June 9. We had a short delay on our end, but your order has just arrived at our warehouse today and is currently being processed by our team for dispatch. Please allow 1 to 3 business days for processing, and once shipped, delivery typically takes 5 to 7 business days, depending on your location and courier. We'll do better on the communication side. Thanks for your patience, Lisa. Denis V. Head of Operations Rove Lab

Response from Rove LabJun 12, 2026

Hi Anna, We reached out to gather more details so we could assist with your return request, but we did not receive a response within the required timeframe and the case was closed. If you still need help, please contact our support team at [email protected] with your order details, and we will look into this for you. Dênis V. Head of Operations

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

Response from Rove LabJun 2, 2026

Dustin, thank you for taking the time to share your review, and I hear your frustration regarding how the process has played out. We aim to make our return process as straightforward as possible, but I understand that waiting for a resolution during a busy time like a move is incredibly stressful. Our team requires a few standard verification steps—such as confirming the condition of the boxes with a photo and verifying the pickup address—before our logistics partners can schedule a collection. Because we can only arrange a return pickup from the original delivery address, these details are essential to lock in. I know you want this resolved immediately. Once those final details and photos are confirmed on our email thread, we will submit the request to our carriers right away to get the couch collected and your refund initiated, minus the standard $99 return fee. I appreciate your patience as we work through this final stretch to get things sorted for you. Gabe Dias Executive Client Relations | Rove Lab