Defective Dining Chairs & Extremely Poor After-Sales Service

I am extremely disappointed in the after-sales service received from Rochester.

I purchased dining chairs online on 11 July 2025 (Order Number: ***). Within less than five months of normal use, the material started peeling. The chairs were never washed, never cleaned with chemicals, and were used under normal household conditions.

I reported the issue on 07 November 2025 and received reference number RO-ROCH-***. After multiple calls, WhatsApp messages, and attempts to get assistance, I finally received the following response:

“Good day. Thank you for contacting us. See below a rejection attached.”

There was:

No explanation

No inspection of the chairs

No phone call

No proper investigation

No empathy or accountability

The rejection letter claims improper cleaning caused the damage, which is completely incorrect. The chairs were never exposed to harsh cleaning products.

I find it unacceptable that a product deteriorates within 5 months and the company simply dismisses the complaint without physically inspecting the item or engaging properly with the customer.

As a consumer, I am protected under the Consumer Protection Act, which states that goods must be of good quality, durable, and suitable for their intended purpose.

I am requesting:

Replacement with a better-quality material, OR

A full refund.

I expect Rochester to properly investigate this matter instead of issuing a generic rejection.

Very disappointed customer.

Nokwanda Thandiwe Hlomuka