logistics coordinator

customer service representative

customer support representative

call center supervisor

agent de centre d'appel

Rove Concepts

It definitely seems like a great job when you’re in training and during the interview process. In the beginning, I was super excited to work here. However, this job is very misleading and draining. Be prepared to deal with extremely angry and upset customers all day. The supervisors barely do anything and micro manage you all day. They talk about how this is the best job they’ve ever had, clearly because they don’t have to deal with any of the angry customers. This company is very unorganized and has countless problems with their shipping couriers. The management has little to no empathy for customers and doesn’t offer much to compensate for all the inconveniences caused. Furniture will arrive damaged or not arrive at all and that’s just normal to everyone. It’s very frustrating because you feel very hopeless and can’t really do much for the customers. I felt extremely bad for many people literally crying on the phone because they’ve spent thousands of dollars and haven’t received their furniture. The only good thing about this job was the nice office, benefits and free food. I wouldn’t even say the pay is that amazing for how overworked you are. It’s pretty much impossible to stay on top of all your emails and actually help people properly. Takes days to get a response from warehouses and couriers, most of the time their answer isn’t every helpful at all either. The typical vibe seems like no one really cares about the outcome of their actions whether that’s the delivery workers, warehouse workers, higher ups etc. I don’t understand how so many concerns from customers can just be ignored and the owners have done nothing to try and improve or fix customers experiences. I wouldn’t be surprised if this company goes out of business in the next few years. Save yourself the stress and do not waste your time working here!!!!

Gives little to no time to deal with previous customers' ongoing situations as new complaints/problems are constantly given. I tried my best to help customers as their experiences were tainted (carrier issues, warehouse discrepancies etc.) but was never given enough time to complete my follow ups unless I do overtime. They definitely overworked their staff due to a high turnover rate. Employees tend to quit every month or two. 

They also had an unfair return policy and damage policy, admitted by the management team, so customers are usually upset at the compensations you offer, which will affect your overall score. For example, if something comes damage, the resolution is to give a replacement, which usually takes months on end due to it being back ordered. If the customer decides they do not want the replacement anymore, they will only refund the product price but not the shipping costs because the shipping is "completed", even though it came damaged. 

Although I had to deal with many upset customers, I was ok with it but the management was very inconsistent, which prevented me from delivering quality customer service. I honestly just felt bad for the customers. 

Ending it on a positive note: celebrated staff's birthdays, random hangouts after work (drinks are usually provided), lots of snacks provided, friendly staff. 


Avoid working here for your own good. The interview makes you hopeful and when you start it feels like the best place ever. They lure you in with great benefits, optional overtime, optional work from home, and free drinks and snacks. All of it seems like a dream job, but once you show your worth and what you can do and how hard you can work, they will drain every last bit of energy, passion, and respect you have until your run dry. So many employees have mental health issues (a lot to do with the job and lack of work life balance/in office drama/customers who scream at you and make you and your coworkers cry in the bathroom or at their desks/harsh and heavy work loads) and are open with management about this, as we have been requested to do. Management doesn’t care and will fire people if their mental health problems are too much of an issue for them. There is no respect for employees other than within the concierge department and the supervisors, even then it’s on ice. The only good thing about this job are the benefits and the people you meet in the small department and the only reason most stay. They’ll give you false promises of what you could achieve in the company, don’t trust it. Read any of the other reviews here, or maybe the yelp reviews, and trust what they say. Any other job will treat you with respect and dignity and care, do not work for Rove Concepts. 

A start up with exponential growth especially in the last few years during the pandemic.  With that, come a lot of stress and long hours of dedication.  Everyone is busy and constantly pulled from one project to another  so you must really appreciate the grind.  Despite the stress, the entire team is all very supportive and management does everything we all do.  Everyone is very hands on!  It's nice to know that leadership doesn't sit there and pass the buck, they actually get down and grind hard.  The company grew very quickly over the last few years and with this there were a lot of time invested.  However, I've appreciated every opportunities of learning.  You can't get to the top of the mountain without climbing through the hard times.  Looking back, I am forever grateful for the amazing talent that I got the opportunity to work with.  Russell Simmons said, "surround yourself with people smarter than you!"  Lots of career growth opportunities so it's a matter of you knowing what you want and how you want to go about achieving it.  Be sure to speak up about your aspirations and they will do their best to support your personal growth.  Thank you, Rove, for the best 3 years of my young professional career!

Rove Concepts seems to be an amazing job when you’re in training – the office is modern and clean, the company provides free snacks, it has great benefits and pay, and it’s in a good location. 

The supervisors will boast about how great of a job it is, but that’s because they aren’t the ones that have to deal with upset customers one on one. Supervisors will make you deal with escalations and provide little to no support.

The company has many delivery issues and system errors that at least 90% of the customers you will deal with are calling because they are upset. Customers believe that we are scamming them as we end up either losing their package, or it happens to be damaged upon arrival after spending thousands and thousands of dollars. The store policy is also ridiculous and it makes you feel terrible for not being able to provide a decent resolution. I personally could not stand working here as it was mentally draining, and often felt empathic for ripping off customers. Employees come and go every few months which just shows how bad of a company this is. It also shouldn’t be normal for employees to have to leave their desks to cry.

Avoid at all costs and read customer reviews before applying!

When you’re hired, it seems like a great job. The pay is decent, the training period is a breeze. Once you start getting into it, it’s truly awful. There is clear favoritism with supervisors, insane micromanagement, and the job itself is incredibly stressful. They’ll let go of multiple people at a time, so if you’re one of the ones still employed, you of course then drown in responsibilities. The place is so mis-managed, I am not sure how they are still going. Customer service is not a priority, everything is about sales. Agents don’t see any commission for these sales either, besides maybe a low-effort incentive occasionally. There is a lack of communication when it comes to changes in the timeblocking schedule, even if it’s being adjusted for 5 minutes into the future. 

Overall, not a good experience. Definitely avoid. 

The same as all of the other reviews. The company can't seem to get it together, there's constantly one mess after another. Their systems always mess up, and we were just left to deal with it. Very unorganized, they sell it as a start up business in the interview, and make it sound like you'll have loads of autonomy to make decisions and help the company, when really you're just tidying up mess that higher management don't care about. All they care about is making money off selling bad products. They would do sales every week even though staff could not keep up with demand already, they just cared about the money. Other agents would literally cry every day because customers would be yelling at them. Workload is huge which no one can seem to keep up with. Management seemed to favorite certain people over others. 

Don't know why the previous former employees all have such negative things to say AFTER they leave.  There's a reason why you have left or was let go.  The company stand behind customer care but you know we can never ever be perfect!  They do their best to respond to customers and help even when it's a lost for the company.  Sometimes what the customer wants and need is beyond our control like when pandemic logistics crisis was the issue.  Comon customers, be reasonable.  It's a business and they do their best already.  I admit it can be stressful being yelled at by customers.  But what do you expect being in a customer service front facing role?  Overall, the company understand the role we play and do their best to support us so we don't pull out our hair everyday!  We get socials, company lunches and treats!  We even have the option to WFH 2 times a week!  I'm still happy to be employed :)

Rove Concepts is the worst company I have ever worked for. It is so emotionally draining to just deal with angry customers all day long. Management doesn't really care about customer service or angry customers. The policies are designed to just ensure we get customers payments and then leave them with very limited return resolutions. One customer was ripped off for thousands and I was encouraged to make it as difficult as possible for them to return a piece of furniture that was damaged on delivery, so that they would eventually go away. They did, and I felt terrible. Customers accuse us of scamming them and it is true, that is how the company makes money. It's a really negative place to be, especially you have a conscience.

Rove Concepts were an early stage online furniture store based in Vancouver when I joined.  The company has since grown considerably, ranking one of the top in North America.  
Problem solving is key to the busy day to day, with the logistics alone running a long line of potential issues.  Swift and effective  communication skills are essential, as I remained the primary contact for both customer and freight related concerns.
The company owners and management are always supportive, offering steady career growth and fair remuneration review.
Rove Concepts is a challenging and rapidly evolving workplace, with a great team and a positive future.

Top Job Titles	Average salary
Logistics coordinator 3 salaries reported	$49,000 per year
Customer service representative 3 salaries reported	$19.33 per hour
Customer support representative 2 salaries reported	$19.00 per hour
Call center supervisor 2 salaries reported	$56,501 per year
Agent de centre d'appel 2 salaries reported	$56,501 per year

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