1 reviews | Active since Jul 2016
Disrespect of the elderly- Appalling service
<p>My 68 year old mother bougt a couch from the strubens valley store. The material started fading, foam cushions started pulling skew, basically a load of problems. After many weeks of calling and threatening the couch was taken away for repair. My mother was forced to sit on her tiled lounge floor for 3 weeks before the couch was returned. It came back in a worse state than what it was in to start with and the delivery/collection people damaged her walls, back door and curtain tie backs. Once again a major run around has happened. She was asked to get three quotes for the repairs of the damage caused. Thsi was done, The couch was collected and this time they at least gave her a chair to sit on. She was then informed that she has to drive from the West Rand to Jet Park, during the week to go and look at three different couches, choose one and they would deliver. My mother does not drive. I work full day. We explained this to the manager/service person and we were assured that they would sort it out. We have heard nothing from them in over two weeks. My mother has called several times and left several messages. These people were quite happy to take a pensioners money, but not to give her any service. Totally disgusted.</p>
Thank you for bringing this complaint to our attention.
We have escalated the matter to the Regional Manager for the Strubens Valley showroom for investigation and urgent assistance.
We have also contacted the supplier to follow up on the repair, and it will be back at our warehouse tomorrow. The customer service agent will be in contact to arrange delivery.
We apologise for the inconvenience caused.
Kind regards
Rochester Management
Thank you for bringing this complaint to our attention.
We have escalated the matter to the Regional Manager for the Strubens Valley showroom for investigation and urgent assistance.
We have also contacted the supplier to follow up on the repair, and it will be back at our warehouse tomorrow. The customer service agent will be in contact to arrange delivery.
We apologise for the inconvenience caused.
Kind regards
Rochester Management
Rochester eventually sent the couch back, but they have not sorted out the other problems. I have sent them the following email, to which we received a flurry of responses with more empty promises.
My 68 year old pensioner mother has been taken for a royal ride by the strubens valley branch.
After months of struggling she eventually got her couch sorted out and back.
The issue of the damage to her flat when the couch collected has not been solved.
You can all refer to the complaint on Hello Peter dated 6 July 2016.
We have tried unsuccessfully to contact the branch, the phones are never answered and messages are never returned.
Amazingly the people at the branch do not know the name of the service manager for the group and have no idea who the area manager or CEO of this company is.
To sum up:
The walls, back door and curtain tiebacks were damaged and broken by the collection people.
We submitted 3 quotes as requested to Fakhri Burns, who apparently no longer works at the branch, no response was received. We were then handed over to Wiseman no response, he also resigned.
This ridiculousness has been going on since December 2015.
CAN SOMEBODY PLEASE SORT THIS OUT????????????
Rochester eventually sent the couch back, but they have not sorted out the other problems. I have sent them the following email, to which we received a flurry of responses with more empty promises.
My 68 year old pensioner mother has been taken for a royal ride by the strubens valley branch.
After months of struggling she eventually got her couch sorted out and back.
The issue of the damage to her flat when the couch collected has not been solved.
You can all refer to the complaint on Hello Peter dated 6 July 2016.
We have tried unsuccessfully to contact the branch, the phones are never answered and messages are never returned.
Amazingly the people at the branch do not know the name of the service manager for the group and have no idea who the area manager or CEO of this company is.
To sum up:
The walls, back door and curtain tiebacks were damaged and broken by the collection people.
We submitted 3 quotes as requested to Fakhri Burns, who apparently no longer works at the branch, no response was received. We were then handed over to Wiseman no response, he also resigned.
This ridiculousness has been going on since December 2015.
CAN SOMEBODY PLEASE SORT THIS OUT????????????