********** service from Rochester The Grove

My current dealings with Rochester have been **********, to say the least. I purchased an L-shape couch on promotion with them on credit in July which I was easily approved for. The couch was delivered. 8 days after delivery, however, we noticed a defect, 1 day after the 7 days exchange period. I struggled to lodge the complaint & fault & even more so in getting the defective couch collected for repair. I was initially told that I was going to wait up to 14 working days for the couch to be repaired. So am I to now sit on the floor? I was promised by the salesman & his manager that we'd have it back the next week. I was then called by the salesman & told that the couch was unrepairable & due to it being an export they could not replace it & they had no further stock (hence the promotion to get rid of old unreplaceable stock). I was then told that I could then purchase another couch of the same value. I declined this as I wanted what I had purchased & there was nothing at Rochester which was suitable. I then asked for the credit application to be cancelled & for the 1st debit to not go off my account as we were returning the couch & purchasing elsewhere. Well, lo & behold, I was told the debit would not go off & off it went, on 1.09.2022. It is now 15.09.2022 & I am still struggling to get Rochester to collect the remaining part of the couch from my garage & refund me my 1st debit amount & R2000 cash in-store deposit I paid. The manager at the branch where we purchased the couch cannot or does not reply to emails. I am constantly having to phone her to follow up on what is happening. I can't believe that a store is so badly operated. I get put on hold for 8-10 minutes at a time as I am having to phone to follow up on what is happening & get to hear the staff's conversations in the shop reflecting very unprofessional work practices. I am appalled at the horrific level of service I have received from this branch & will never, ever buy anything, cash or on credit from Rochester, ever again. All I want is for the couch to be collected & my money returned.