*********** Rochester

16 The Pass Khyber rock johannesburg, Gauteng, 2191 *** 2021/09/07 Tristun nel Consumer Complaint Division Rochester Head office

Re: Ro-*** Ro-*** Ro-***

To whom it may concern,

On 2020-12-20 I bought a Lenox corner couch at your Rochester Woodmead branch. Unfortunately, I have had multiple issues with your product.

First problem I purchased the unite before Christmas to entertain family that were invited to my home to celebrate the festivities. Unfortunately, it broke 5 days after the purchase date, I did not go to and loge a repair ticket with the store immediately due to the festive season, and shortly after Christmas I travelled for work as I am a wildlife camara man. I did however lodge the complaint immediately upon my return the 21st of January.

It took roughly 2 to 3 weeks for the supplier to call me and arrange collection, during this time I visited the store on multiple occasions to enquire when the couch would be collected and repaired. Eventually it was collected and after another two weeks it was delivered.

This left me roughly a month and half with a broken couch and at least two weeks with no furniture. Not to mention all the money on fuel and airtime as well as my time that went to waist. This was nothing compared to what was to come.

Second problem The couch broke again about two weeks after the repair again I was away for work but once I returned, I logged the complaint. Again, it took weeks and multiple visits to the store just for collection and once collected it took another two weeks for repairs to be done. This process cost me fuel and time again driving up and down trying to get a lounge suite repaired and returned. Third problem The couch broke again this time however it took not weeks but over a month just for collection, I have requested a refund only to be told the best that can be offered is store credit. This is unacceptable I do not want any Rochester product I want my money back so I can go and buy a lounge suite that will last from a supplier with a proper service department. This process consisted of over 30 visits to the store multiple emails and calls. I am done with this now I want my money refunded immediately or I will take legal action against Rochester. The amount of money I have spend over and above for a suite I have probably had a total of 5 weeks of use is ridicules.

I will never recommend your store to any person considering your store, I will give negative reviews on every social media platform made available on multiple user accounts I have had enough of your complete disregard to your customers. Sincerely, Tristun Nel ***