Extremely Dissatisfied with Contour Daybed Purchase and Customer Service

I am extremely disappointed with my recent purchase of a Contour Daybed from the Rochester store in Rustenburg. The couch was delivered on May 30, 2024, and after less than six weeks of use, I noticed several defects, including loose fabric, stitching coming undone, and noisy springs. These issues appeared despite the couch being in normal, everyday use.

Upon noticing the defects, I promptly reported the issue to the salesperson who assisted me during the purchase on July 12, 2024. However, it was only on July 24, 2024, that my case was officially logged with Rochester, which is already far too late. I was then informed that my claim had been rejected because the couch was allegedly “abused” – an accusation that I find completely unfounded. I have used the couch in a normal manner, and the defects were present within such a short period of use.

What frustrates me further is that I was told I would have to pay R1941 to have the couch repaired, despite the issues clearly arising from defects. I am currently left in an incredibly difficult position, as I am still expected to make payments on a defective product that I am unable to use, which is now sitting in the Rochester warehouse.

I have reached out multiple times, both through emails and personal visits to the store, but no one has been able to assist me or take my concerns seriously. I was even referred to the supplier, but they have not addressed the issue either. The lack of accountability, poor communication, and refusal to provide a fair resolution has left me incredibly frustrated.

I would strongly advise potential customers to be cautious when purchasing from Rochester, especially when it comes to their after-sales service. It is incredibly disappointing to be left with a defective product and no clear solution, and I feel I am being unfairly charged for a product that cannot be used as intended.