Horrible service and customer relations

I ordered a sofa from Rochester in Galleria. I was informed that due to the festive season delivery could he delayed so I opted to collect from their warehouse in Cato Ridge.

The sales rep mentioned that we would be liable for any damage to the item and advised that we check the product throughouly before transporting it. I specifically asked if they would open it for us because "this seems like a difficult task", to which the sales person rep**** saying if we ask them then they will have too.

We went to collect on the 12th of December

1. At the warehouse I waited more then an hour for them to process.

2. When employees brought the sofa my husband asked them to open it so we could view the product. They refused to do so and said it was against company policy.

So we said okay just load it...

3. Employees at the warehouse refused to load it into the van. They said it was again AGAINST COMPANY POLICY.

My husband and I traveled from ballito to the warehouse and waited for more then an hour to hear this. I called the Rochester galleria branch and told them what was happening... I mentioned that it was them that insisted we ask to check the product, they said we would get assistance to view and load the product. And we didn't not bring anyone to assist us because when we purchased they told us there would be people to assist.

The sales rep simply said There's nothing that can be done now because it's there company policy. When I asked why we were not informed of this he said it was the sales rep mistake. So I asked ... if your sales rep made a mistake by not informing me do I go back to ballito after waiting for so long and return on another day when this was no fault of mine. HIS RESPONSE WAS DO WHAT YOU LIKE MAM, ITS ALREADY DONE AND IT CANT BE UNDONE.

I asked who I could complain to. He laughed and said I can come to the store!!!!

I am so upset. The audacity to admit fault but treat me with such disrespect and offer no solution to remedy the situation!!

I am completely dissatisfied and disappointed. To top it all off... after waiting so long to load the couch not only did we get stuck in traffic but we got caught in bad weather and the couch was drenched!