“Lack of Communication & Ownership of Mistake- Ordered Rove Lounge Chair with Ottoman- Palermo Caramel (paid extra) and Rosewood Palisander. Stated would take 10-14 weeks. It took the entire 14 weeks with poor communication. Received the chair Friday am and immediately opened to an orange colored chair. The website, swatch sample and sample chair all show a light color brown. Immediately call customer care. After 2 voice mails and no response sent 2 voice mails to complaint. I then emailed and received on Monday a reply. After 20+ emails (they will not return phone calls), James stated the following- I was wrong and their samples/ floor room chairs are orange 2- Can return for re-stocking fee of 15% + shipping. Ask to speak to his supervisor- Told he was extremely busy and she would back him up. After 2 emails received her contact (also did not return phone call only email). Elly-Supervisor, stated the same as James. She also sent me totally different pictures of the color showing a bright orange. Ask to speak to her supervisor and told she had no one directly above her- What no GM? After posting 1 star reviews on Yelp and Trust Pilot received the exact same response from a Christopher and Victor. Both stated at the end of their review- “You really leave us with no options when you threaten our staff and attempt to extort us by filing a complaint with the credit card company.” Elly then stated that they were the senior management so i ask for their full names and tiles. This was her last email- “As I have stated several times, I am the most senior member of staff you can discuss your issue with, no further contact information will be provided. We cannot provide any further resolution to your case as you did receive the Palermo Caramel leather that was originally ordered. This is a non-negotiable response and please consider your case closed.” Bottom line they offered no resolution so I contacted my credit card company to stop last payment until it is resolved! All I want is the light brown leather chair and ottoman promised and still not here after 17+ weeks of headaches! In 30 years I have never had such POOR customer service! You may do what you like but I will never buy from Rove Concepts again.” .
This complaint and/or review was posted on HolySmoke.org on 10:19 am, July 27, 2019 (CST) and is a permanent record located at: https://www.holysmoke.org/scam/rove-concepts-review/.
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