Rove LabReviews of rovelab.com

Response from Rove LabMay 18, 2026

Hi Bruno, Thank you for being so honest and sharing your feedback with us. I am sorry to hear that the M1 Sofa Sectional did not work out for you and that you found it uncomfortable and too low to the ground. We design our furniture to meet high standards of comfort, but we also recognize that comfort and dimensions are highly subjective, and a specific design may not be the right fit for every home or individual preference. Because we want our customers to feel confident buying online, we do have specific policies in place to assist when a product isn't a perfect match, though it looks like you decided to dispose of the sofa independently without reaching out to our support team first. While I wish we could have connected sooner to help find a better solution for you, I truly appreciate you taking the time to share your experience with the M1. Your feedback is valuable as we continue to refine our products. Gabe Dias Executive Client Relations | Rove Lab

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

Response from Rove LabMay 11, 2026

Hey Sharon, I totally get where you’re coming from. No one likes feeling like they missed out on a better deal. To give you some context on how we run things at Rove Lab: like most brands, our prices and promos tend to shift depending on the season, what we have in stock, and just general business timing. Because of that, we have a specific window for price adjustments in our policy, and we’re unable to apply new discounts once that window has closed. I really value having you as part of the Rovelab community, and I’ve shared your feedback with the team so we can keep improving how we do things. We’re glad you chose us, and we’ll do our best to make sure your next experience is even better. Best, Gabe

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 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

Response from Rove LabApr 17, 2026

Thank you for taking the time to share your experience. Your order, placed on March 7th, was a pre-order with an advertised stock ETA of April 30 – May 7, which was also confirmed in your order confirmation email. This timeline has remained consistent, though I appreciate there was a misunderstanding around the lead time initially. Following your message on March 15th, our team supported your request to change colour and worked to improve delivery by splitting the shipment. While there was some confusion around availability and slight shipping delays, we were able to prioritise and deliver your 3-seater ahead of the full set. The two ottomans remain on track with the original April 30 – May 7 arrival window. We’re very pleased to see the 3-seater now in your home — it looks fantastic, and we appreciate you sharing that with us. We’re looking forward to completing your set shortly. We do take your feedback on clarity seriously and will continue improving how we communicate timelines.