APPALLING Customer Service - Couch tearing at the seams.

POOR customer service! I bought a lounge suite from Rochester in 2018. Couches delivered: 2018/06/23. Mid March 2020, I noticed the 3-seater couch cracking at the seams. I sent an email to Rochester customer care in April 2020. I was told my case will be attended to at the earliest possible time as there are delays due to the National lockdown. Which I fully understood. However, there were no updates, I had to constantly call and send emails, and I'd be sent from pillar to post.

Eventually the couch was collected on 23 September 2020. And I received to communication from Rochester after the collection of my couch. On 17 December 2020, I called the customer call centre; only to be told they are waiting for the payment of R2 611.19 for the couch to be fixed (they say they sent me a quotation in October which I never received).

The couches came with a 2-year warranty. I reported the problem before the end of the 2-year warranty. The couch is tearing at the seams, there is no way I intentionally did that. It is a sign of poor workmanship from their side, now they are expecting me to pay for their fault.

The service is APPALLING, don't follow-up with customers, I constantly have to follow-up with them. I am DISGUSTED at their customer service!

I want my couch fixed and I am not paying a cent, or they must come collect the rest of their couches and bring back my money!