Rove Concepts Rove Melrose Modern Furniture Missed delivery deadline, no resolution, terrible customer service Los Angeles California

This has been the worst buying experience of my life. I spent nearly 3K USD with this company that simply does not care about their consumers and does not honor deadlines.

June 11th: My sectional was supposed to be delivered. The carrier contacted me saying that they couldn't do it, so they scheduled the delivery for June 12th (with no specific time frame). It had been 20 days since I bought the item already

June 12th: I called the carrier at 8:27 AM to confirm the delivery time frame. They confirmed the sectional would be delivered between 1-3 PM. I took the day off work to receive the order. At 10:12 AM the carrier contacts me saying that they can't deliver my order because they don't have all of the boxes. I couldn't understand how this was possible if they had been in touch with me for two days trying to schedule the delivery and had just confirmed that it would happen.

I was instructed to contact Rove. After 5 calls with Rove there was no resolution nor a time frame to get it resolved. Customer service kept reinstating the message that this was on Pilot and that their representative on the company wasn't replying. I bought this product from Rove, not Pilot, so placing the blame on this third-party that the company subcontracts is unreal for me.

June 13th: Pilot tracking falsely states that they attempted to deliver the product, but failed to do so because no one was at home. After 4 calls with Rove there was still not a resolution. I was told that Pilot needed 24 hours to finalize a dock search for the missing item. This search only started on the 13th, a full 24 hours after I reported the issue. My order was already one day late when it was scheduled, and now it had been 48 hours that I had reported the issue and there was still no resolution. To make matters even worse, Pilot lied again, stating that I had refused a partial delivery, when they never contacted me. I was also promised that they would get in touch with me on this day to schedule such partial delivery, but that never happened.

June 14th (morning): The short-haul carrier that Pilots subcontracts schedule the partial delivery (hopefully this will happen). I receive a confirmation that a replacement part has been shipped, meaning I will have to wait another 12 business days to receive my order. The dock search that was supposed to be completed is not completed and Rove is still placing the blame on Pilot and acting with zero sense of urgency.

As I stated previously, this has been the most frustrating customer experience ever for me. Regardless of the products, this whole experience has tainted everything. I had to miss work, come out of meetings to make follow up calls because I never got updated, get lied to, see deadlines not being honored over and over again. If this was a 10 USD purchase it would have been frustrating and unacceptable as well, and considering I spent nearly 3K USD with this company only makes it worse, especially considering that over 200 USD was for shipping.

I was a Rove customer, not a Pilot customer, so I expected Rove to honor its commitments regardless of its partners, and this hasn't happened. I sincerely hope that the company learns and improves from this miserable experience. And of course, that I don't have to wait for over a month to get my sectional.