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Tshepo P

1 reviews | Active since Sept 2025

27 Sept 2025, 17:32

Formal Complaint – Incomplete Delivery & Non-Installation of Couch (Rochester Baywest)

Rochester Baywest – Paid for Installation, Still not able to use the couch.

I bought a couch from Rochester Baywest on 2 September 2025 and it was delivered on 18 September 2025. I paid for both delivery and installation, but the couch was not installed.

On the same day of the delivery, when I tried to assemble it myself, I discovered missing pieces, which I immediately reported to the store via WhatsApp and phone calls. On 23 September 2025, I was told the drivers would come on 26 September 2025 to install the couch but they never arrived and there was no communication.

Today is 27 September 2025, and I still cannot use the couch I paid for in full. This is unacceptable service. I paid for installation, yet weeks later I have no usable couch.

I expect Rochester to: 1. Deliver and install the couch immediately, with all missing parts supp****. 2. Refund the installation fee if they cannot honour the service.

I reported to their sales consultant on the 26 September 2025 that they haven't honoured their commitment and she promised to get back to me and it's 27 September 2025 @ 17:32 and nothing from her.

Very disappointed with the poor service and lack of accountability.

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Replies (2)
TP
Tshepo P's update27 Sept 2025, 17:36
Reviewer Update
Rochester order ***
Rochester complaint # ***
JD service: Reference Number is: RO-ROCH-***
TP
Tshepo P's update01 Oct 2025, 13:50
Reviewer Update
I want to update my earlier complaint about my couch purchase (Order ***) from Rochester Baywest.
The Baywest store team, especially salesperson Clarisse, have been nothing short of excellent. Clarisse went out of her way to assist me, even arranging for Mr Fabian, a private delivery service, to help install my couch when the warehouse and central service teams failed to act.

The Baywest store deserves full credit for their professionalism and customer care. Unfortunately, the problem lies with Rochester’s warehouse and head office, which remain unresponsive despite complaints and references.
Compliments to the Baywest branch and Clarisse – but Rochester’s central operations must urgently improve.