Poor customer service at Rochester

I am honestly disappointed by how Rochester deals with its customers. I logged a complain months back and I never received any response from them until I threatened to cancel my account with them. It took them months again to respond to me. They sent their team to come collect the bedroom suite for repair and I'm still waiting for it. They are not communicating with me or whatsoever. I have to keep on calling them and then they keep on say "They will escalate this issue". If this is how you treat your customers, then you I feel sorry for you. I want my bed back and I'll just pay the settlement and cancel the account. I've never seen nor experienced such poor service!