Highly Frustrated - Poor Service and Refund Issues at Rochester

I am writing to express my disappointment and frustration with the service I received from Rochester, a company that I had previously trusted with my purchases. Despite being a loyal customer, my recent experience has left a sour taste in my mouth.

Last year, I placed a laybye for a couch that cost me R39,000. I paid a portion of the laybye, and in December 2024, I paid an additional R12,000. However, three months later, I was informed that the funds had not been allocated, which caused me significant frustration as I needed to complete my laybye. The salesperson at the shop assisted me, and it took over a week for the allocation to be processed.

In April 2025, I paid the remaining balance in full, and the delivery of the couch was made. However, upon receiving the couch, I realized that it was too big for my space. I promptly requested to exchange it for a different one. It has been over two weeks since my request, and I am still waiting for the allocation of the new funds. I have been informed that there are authorizations that need to take place, but I am not provided with a clear timeline for when this will be completed.

I am disappointed in the system that Rochester has in place, which seems to prioritize internal processes over customer satisfaction. As a customer, I expect a more streamlined and efficient process, especially from a prestigious company like Rochester. The lack of transparency and communication regarding the status of my exchange and refund has caused me significant inconvenience and distress.

As a consumer, I have the right to fair treatment and transparent communication from the companies I do business with. According to the Consumer Protection Act of 2008 in South Africa, "a consumer has the right to receive goods and services that are of good quality, and to have access to redress if the goods or services are defective or not of the quality that the consumer could reasonably expect.”

I expect Rochester to take immediate action to resolve my issue. This includes processing the exchange and refund in a timely manner, providing clear communication regarding the status of my request, and taking steps to improve their internal processes to prevent similar issues in the future.

In conclusion, my experience with Rochester has been disappointing, and I hope that the company will take my complaint seriously and take necessary steps to improve their customer service. The salesperson at Rochester New Market has been very helpful and supportive, and I commend him for that. However, I am angry and irate; I am highly disappointed with Rochester. I chose other items instead of requesting a refund, and there are funds that the store needs to refund to me. I have been informed that this can only take place next week (maybe). I do not understand how the system works, but it is quite frustrating. As someone who works with customers, I believe this is not how we should treat them; customer care is crucial as it affects the overall perception of the store. Right now, I just want my money back. If the delivery and refund are not processed by Thursday this week, I will consider going to another store to make my purchase.

I expect a prompt response and resolution to my issue - order number ***9

Cellphone - ***