Rove LabReviews of rovelab.com

Response from Rove LabMar 26, 2026

Thank you for taking the time to share a detailed review, we genuinely appreciate it. We’re sorry to hear the sofa didn’t meet your expectations. While I’m glad our customer service team was able to step in quickly, it’s clear the overall comfort and construction fell short, and that matters. We’re grateful you recognize our commitment to sustainability—it's core to what we’re building. Your feedback on cushion structure, sizing, and support is heard, and we’re actively taking it on board as we continue to improve. Thank you again for your honesty.

Response from Rove LabMar 5, 2026

Hello R D, We truly understand how frustrating this situation has been, especially given the limited space in your home. Receiving two right-side pieces instead of a right and left was clearly not the experience you expected, and we sincerely apologize for that error. When you contacted us, your call was escalated to a supervisor immediately so we could address your concerns directly. We offered to ship the correct left-side piece right away, ensure manual warehouse inspection prior to shipment, request priority processing, and provide a 15% refund on the sectional ($164.55 + tax) as compensation for the inconvenience. This compensation goes beyond our standard policy, where typically a replacement item alone would be provided in situations like this. We can confirm that the replacement left-side piece has now been processed, and the 15% + tax refund has been issued to your original payment method. When you had requested a return, we also approved waiving the $99 return fee as a courtesy. As outlined in our terms and conditions agreed to at purchase, returns are coordinated through third-party local carriers and follow a 1–3 week estimated timeline based on availability in the customer’s area, with refunds issued once items are picked up. We genuinely regret the inconvenience this experience has caused and appreciate the opportunity to resolve it. — The Rove Lab Team

Response from Rove LabMar 2, 2026

Hi, First, thank you for taking the time to share such detailed feedback. I’m really sorry to hear that the S8 didn’t meet your expectations — especially when comfort is the most important part of any sofa experience. We completely understand your frustration. Comfort is subjective, and while many customers find the S8 supportive and structured, others prefer a deeper, more sink-in feel. The S8 is intentionally designed with a firmer seat profile to provide long-term structure and durability, but we recognize that this won’t align with everyone’s comfort preference — and that doesn’t make your experience any less valid. Regarding the seating depth and back support: the S8 does have a more lounge-forward design, which can feel different from traditional sofas. Your feedback about the balance between back support and feet placement is helpful, and we’ll be sure to share it with our product team. We never want anyone to feel stuck with something that isn’t right for their home. If you haven’t already connected with our team, please reach out to us at [email protected] with your order number so we can review your options and make this right for you. We truly appreciate you giving Rove Lab a try, and we’re sorry this experience felt disappointing. —Rove Lab Team

Response from Rove LabFeb 9, 2026

Hi Karen, My name is Victor, and I’m a Senior Supervisor on the Customer Experience team at Rove Lab. Thank you for sharing your feedback. I’d like to clarify a few points for transparency. You first contacted us on January 12 regarding the comfort of the sofa, at which time we explained the product’s construction and confirmed that additional foam could not be added. A return was not requested during that conversation. On February 6, you reached out to ask how to initiate a return. Our team provided the full return instructions and required form via chat and followed up by email. These details were resent on February 7 to ensure nothing was missed. This review came as a surprise, as the return documentation has already been shared multiple times and we have not received a reply or request for further assistance since. At this stage, the return process is fully ready on our end. We are simply awaiting the completed form in order to schedule pickup and proceed. Our team remains available should you wish to move forward. Kind regards, Victor Silva Senior Supervisor, Customer Experience Rove Lab

Response from Rove LabFeb 3, 2026

Hello Kel, This is Victor, Lab’s CX Senior Supervisor. After reviewing your order, we can confirm that the item you purchased was a pre-order product, with an estimated shipping window between January 26 and February 2, as clearly stated on our website at the time the order was placed. This information was also included in your order confirmation email sent on December 29. Additionally, this timeline was reiterated in our email exchange when you contacted us on January 12, 2026. Estimated shipping dates are displayed throughout the purchasing journey—including the Product Page, Cart, and Checkout. That said, we have shared your feedback internally to ensure this information is even more visible moving forward. As scheduled, the product has now arrived at our warehouse and is currently being processed for shipment. You should receive a shipping confirmation with tracking details shortly, along with an updated delivery estimate. Our Customer Experience team will follow up via email to recap this information and remain available should you wish to make any changes to your order. If you prefer to cancel, this can still be accommodated at this stage, provided you notify us promptly so we can avoid shipping the item and initiate the refund accordingly. Please let us know if you have any questions. Victor Santos CX Senior Supervisor Rove Lab

Response from Rove LabJan 8, 2026

I’ve reviewed your case in full and want to clarify the factual timeline, as the order was handled in line with our stated delivery and returns policies. Your order was placed on 29 December, and the advertised lead time for this item is 3–6 business days. You contacted us on 31 December (after 2 business days) requesting a cancellation because you required delivery within three days and were moving imminently. At that stage, the order had already been collected and was in transit with the carrier, meaning shipping and logistics costs had already been incurred. As outlined in our policy, once an order is in transit, it can no longer be cancelled without return costs applying. We therefore initiated a return-to-sender request with the carrier in line with your cancellation request. You then contacted us again on 2 January to confirm you were happy to proceed and wait for delivery. Unfortunately, once a return-to-sender request has been processed by the courier, it cannot be reversed, and we are unable to stop or redirect the shipment back for delivery. Your refund was processed promptly, with the return handled according to our policy, and we also reinstated your one-time VIP discount code as a goodwill gesture for a future order. We appreciate that moving dates can be stressful, and we’re always happy to help customers plan delivery around address changes, but we do rely on customers to confirm that delivery timeframes align with their circumstances before an order ships.