Multiple Couch Defects Dismissed as “Customer Damage”

I am extremely dissatisfied with both the quality of couches purchased from Rochester and their refusal to take responsibility for clear defects.

The first instalment for the couches was paid on 30 September 2024, and the furniture is still within what I understand to be the 2-year manufacturer’s warranty. I am also currently paying insurance on the items.

After purchase, multiple defects began appearing across the couches. I reported some of the items, and Rochester collected one couch and the headrest of another for assessment.

I have now been informed that the damage is being classified as “personal damage” and that they will not be held responsible.

This is completely unacceptable.

There are no visible signs of misuse such as tears, cuts, or external damage. The issue is internal. The seating structure or inner cushioning has deteriorated, causing the couches to sink and lose support. This is not something that can reasonably be attributed to normal use or accidental damage.

In addition, the defects are not isolated. Multiple couches within the same set are affected, including items that were not part of the initial claim. This clearly points to a product quality issue rather than customer damage.

I have requested a full replacement of the couches, as I have no confidence in the durability or quality of the product. Instead, my concerns have been dismissed without a fair or transparent explanation.

I am now escalating this matter further, as I believe this reflects poor product quality and inadequate after-sales support.

I would strongly caution potential customers to consider this experience before purchasing from Rochester.