Absolutely Disgusted with Rochester Furniture’s Service – I Demand a Refund or a New Couch!

My wife and I purchased a couch from Rochester Furniture in February this year. Within just 3 months, one of the seats started sagging — completely unacceptable for a brand new couch. We logged a complaint, and Rochester came to collect the couch for assessment.

Before they took it, we recorded a clear video showing the couch was in perfect condition with no stains. A few days later, we received an email from them saying the couch has a stain and therefore they refuse to exchange it, offering only to send it in for repairs. The picture they sent was unclear and unconvincing — and we sent back the video we took as proof. Still, they refuse to exchange it.

It has now been 3 weeks, and they are still refusing to replace the couch. I will not accept a repaired couch that is barely 6 months old — how many more issues will we have going forward? This is clearly a manufacturing fault, and instead of honoring their responsibility, they are shifting the blame and being completely dishonest about the condition of the couch.

Their service is not just disappointing — it’s dishonest and unacceptable. We paid for a new couch, not a recurring headache. If they won’t replace the couch, I demand a full refund.

I will not be silent about this — this is the worst customer service I’ve experienced. Do better, Rochester!