BEWARE! Rochester avoid being held accountable

<p>One of the 2 x couches we purchased from Rochester in July has an unsightly 'oil' mark/stain on the seat. Upon calling Centurion where we made the purchase, I was told to complete a service request. The feedback from that request was that Rochester would collect the couch and attempt to 'clean the mark,' as they do not have any stock to exchange the couch. My issue is that the couch is covered with a dark fabric and in my experience, trying to clean a mark off a dark fabric will only cause the farbric to fade or go lighter, in the area that it is cleaned. I asked McCarthy what would happen if the mark did not come off or if the couch was damaged in any way when attempting to clean the mark off. He told me that 'Rochester would take full responsibility for it'. When I questioned McCarthy on what that meant: 'would I get a full credit, as I do not want a 'damaged couch?' he said that I would. I asked him to include this in a reply email to me, but he refused, saying that 'he could not do that as he would need to getconfirmation from the customer service agent re. the credit. All he did state in the email is that Rochester would collect the couch for cleaning. Why tell me one thing and then simply refuse to confirm it in writing? A bit ***** if you ask me. Is it because 'taking full responsibility' is a broad statement that gives Rochester a loophole for being held fully accountable? I left a message for Nicky Simmonds from Rochester Headoffice to call me on Monday 15th August and I am still waiting for her to call me back. </p>