DO NOT SUPPORT ROCHESTER

First time buyers

Please do yourself a favor and DO NOT support this company, I made the mistake of buying our first couch from them at a premium thinking I'm paying for quality but in reality I bought a cheaply manufactured product. The customer service received from Rochester has been dreadful, I've been dealing with the most *********** people that actually do not know what they are doing, I purchased a couch from Rochester last year and a month after we took ownership of the couch it started to make alot of creaking sounds and there was a hole behind one of the cushions and it started to change color and the cushions started to sag as well, it was then returned however the collection department arranged with us on 3 different occasions to collect the couch but each arrangement was missed with no explanation. 3 weeks after the 3rd appointment they finally came to collect the couch, the next day i received a call to advise that they will be replacing the couch with no explanation on what was wrong with the couch and why replacement was required which was concerning as i did not want to have the same issue with the replacement and needless to say we had issues with the delivery of the replacement couch. 3 months after receiving the new couch we had the same issue with the poor quality of the product, we decided to return the couch for a full refund, however collection was delayed on many occasions with no explanation. Collection was done 3 weeks after the original appointment. We requested for a full refund as we where not happy with the purchase and customer service and that is when our nightmare started. 2 months later we do not have a couch I do not have my money back! The only option they provided was a replacement or an upgrade where I had to pay the difference, I could see that I was getting nowhere with receiving my refund so I felt like I had no other choice but to Opt for the upgrade and pay the difference. I was told that delivery would take priority as I have been without a couch for 2 months now. 7 days later they attempt to deliver my old couch, I have zero to little faith that Rochester knows what they are doing, I am sharing my experience so that you won't have to go through this horrific experience as I did, DO NOT SUPPORT ROCHESTER