ED Magedson – Founder
RoveConcepts990 West 7th Ave Vancouver, British Columbia Canada
RoveConcepts Beware RoveConcepts - Their Policies are NOT in Your Best Interest Vancouver British Columbia
Buyer Beware when dealing with RoveConcepts - their policies are NOT in your best interest!
We are building a new house and I wanted to use Eames loungers for the theater, but I just could not bring myself to spend $5K per chair when I needed 4-8 of them! So after doing a lot of research among reproduction companies...and based on the mostly positive reviews seen online...I ordered one Eames lounger from RoveConcepts to check it out before ordering the rest. Glad I did the 'test' order first as it didn't go well at all.
Without getting into the time delays....of which there were a few....the customer satisfaction of the experience was astoundingly bad.
Here is the short version and my recommendation if you decide to order from RoveConcepts.
I have full documentation on all of this, but the above gives a clear picture.
Now my story has a happy ending because all it took was a 10 minute call to Visa and they credited the funds to my card. BUT this may not be the case for you. I have a longstanding business relationship with my bank and credit card supplier. From my understanding Visa simply did not want me to be the victim and credited the funds. Whether they go after RoveConcepts or not for reimbursement, I do not know. However, this shows what true customer service looks like.
I did call Consumer Affairs even though I had satisfaction from Visa and was told it is BUYER BEWARE. It is YOUR responsibility to be aware of all the seller's policies - whether they make them known to you or not. So be sure you know all of RoveConcepts policies as listed on their site - specifically that YOU are responsible for shipping - even when the item is damaged. Also take a close look at the warranty...it does not appear to cover a great many things that seem important at this price level. I didn't look at this at first, but sure would now.
To put things further into perspective, I buy a LOT online. By that I mean literally 1000+ purchases to date. And the fact that this is the first review I have ever written and the only time I have not been satisfied with an online purchase experience says a lot.
So why did I write this review? It is not to say anything about the quality of their furniture because I did not even have the chance to try the chair, so I cannot comment on that. It is my hope that if you decide to buy from RoveConcepts, that you can ensure that you are treated more fairly than I was.
How to do this?
Before ordering I would simply ask them to put in writing that they will be responsible for any and all shipping charges for ANY damage, defects or warranty replacement/work. If they won't agree to this, then I think you have your answer as to whose best interests are being looked after - and it is not yours. In my few phone calls with their CSR, I got a lot of 'don't worry about it' and 'not a problem' and 'we'll take care of it', but this simply didn't turn out to be true...so get satisfactory terms of sale in writing BEFORE you give them your money!
If enough of their potential customers demand this, perhaps they will change their policy to better represent the customer and take more care in their quality control.
This report was posted on Ripoff Report on 02/14/2014 08:19 AM and is a permanent record located here: http://www.ripoffreport.com/r/RoveConcepts/Vancouver-British-Columbia-V6H-4J1/RoveConcepts-Beware-RoveConcepts-Their-Policies-are-NOT-in-Your-Best-Interest-Vancouver-1123522. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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