POOR, ********** AND ******* CUSTOMER SERVICE

I bought a bed online via Rochester's website on Thursday 30 July 2020 and paid online and received an immediate email confirming my purchase. Over the weekend of 01 and 02 August I perused through their Instagram and Facebook pages, only to see negative and bad reviews about (i) non delivery of products after purchases; (ii) no feedback and communication with customers when they complain about very late deliveries; and (iii) overall poor customer service.

On 03 August I submitted a query form on their website on how to cancel online orders as that option is not available and to date I have not received a response despite the fact that I received an email acknowledging my online query.

I also viewed their Hello Peter reviews pertaining to very late delivery of products which were very negative. On the 4th of August, which was 5 days after my online purchase and also within the cooling off period prescribed by the Consumer Protection Act and the Electronic Communications and Transactions Act, I communicated with the Rochester Facebook team to cancel my online order as there is no cancellation option on their website. Their team was quick in their response to state that they have escalated and submitted my cancellation to their online sales team.

On the 5th of August I requested their Facebook team to provide me with the reference number of my cancellation as submitted to the online sales team as per their previous statement. On the 6th of August they responded and provided that they do not receive reference numbers for cancellations and that I can contact *** and ask for the Rochester Online Sales Team.

On the 7th of August I called the above Rochester number and they indicated that I must send an email with my order number to Dereck Radzokota <***> and Marvin Hlagala <***> which I did. Dereck and Marvin both sent me an online complaint form and requested the necessary verification forms for my cancellation and refund which I provided on the same day. Dereck advised on the same day that my refund was already being processed.

On the 10th of August I sent Dereck and Marvin an email inquiring on the status of the cancellation as my purchase still reflects on Rochester's website as being in progress and not cancelled. No response was forthcoming.

On the 11 of August I sent another email inquiring on the status as there was no cancellation on their website and again on the 13 of August requested feedback to still get no response and there 2 gentlemen were also not answering their office phones since the 10th of August.

On the 13 of August I again called the Rochester online sales team and spoke to an HR Receptionist who stated that she will escalate my matter to the 2 gentleman and also copy in their manager, a Lindie Samela <***>. The Receptionist sent the escalation email at 16H12 to the above 3 parties and copied myself to which nobody from Rochester responded to the escalation.

To date my order application status still reflects as in progress (order placed successfully) and there is no tracking activity available as yet as the next online step has not taken place (order picked and reserved) and DESPITE NUMEROUS EMAILS AND CALLS TO ROCHESTER MY ORDER IS STILL NOT YET CANCELLED.

Their estimated delivery of 5 - 15 days has lapsed and there is no communication from them on: 1. Delay of my online order delivery; 2. Cancellation of my online order; or 3. Response to my online query submission of how to cancel an online order as that option is not available online.

I have paid R5995 to Rochester which needs to be refunded to me but their team is silent and not forthcoming on the cancellation of my online purchase and as to when I will receive a refund of my money. This is poor and ********** customer service from Rochester as no one is willing to respond to my cancellation