PATHETIC AFTER SALES SERVICE

<p>We bought 2 couches from Rochester Parkview branch a few months ago. We experienced a problem with the one ouch and contacted them with regard to repairing the couch at the end of May 2016. The salesman at the Parkview branch was very helpfull and organised for the couch to be collected for repairs. The repair would take approximately 6 weeks.</p> <p> </p> <p> </p> <p>After 6 weeks and many followup phone calls to the branch to ensure the couch would be fully repaired and delivered as promised, we received the couch. At delivery, we noticed that the couch was not fixed correctly or maybe not even fixed at all, we sent the couch back to complete the repairs.</p> <p> </p> <p>After another 3 weeks we received the couch. At delivery, again we noticed that the couch was not fixed correctly or maybe not even fixed at all, we sent the couch back to complete the repairs. This time we emailed Rochester Customer Services and logged a complaint on Rochester's website.</p> <p> </p> <p>The regional manager phoned us the same day and said he would find out what the problem was and speak to us by 10:00 the next morning. 10:00 came and went with no call from the regional manager. Later in the day my phone rang only once. Great, they phoned back, but to my surprise, not voicemail or sms or anything. After a while and no followup phone calls from them, I contacted the regional manager, waited on the line for someone to call him and then the phone just went dead.</p> <p> </p> <p>The couch has now been with Rochester for 10 weeks to be repaired. No repaired couch, no call from the regional manager and no idea of what to expect next. In our complaints we requested a new couch or our money back for both couches and we will support Rochester's competition, but no response yet.</p> <p> </p> <p>I will never buy from Rochester again.</p> <p> </p> <p>A final note to Rochester. Please do not send me your standard response that you send to all the complaints on this forum - "......the regional manager will contact you shortly.....". I have already spoken to the regional manager and I am of the opinion that he cannot resolve our problem. If you ask someone to contact us, it should be someone that can actually help us.</p>