Rochester - Absolutely Appaulling, Disgusting, Infuriating Disappointment

I have had the absolute WORST WORST WORST service from Rochester. Just appaulling and disgusting - from the quality to the service to the attittude of all of the staff. I bought my couch cash last year (saw the couch I wanted and paid the full amount while standing there) and within the first 3 months the couch started denting in and the foam started pushing out, we were unfortunately under lockdown so Rochester couldn't do anything to inspect or collect my couch, but as soon as they were able to I struggled to get them to come out to collect my couch and find the fault and fix it. After about a month of struggling and calling and e-mailing they arranged with me to take half a day off work one day to be there when they came to collect the couch, but no one ever showed up or gave me any reason or feedback as to why - So I lost half a day's salary because of false promises. I had to call and e-mail multiple people several times and over several days for them to give me any answers and to arrange the collection of my couch again. Not a single one of the 7 people I e-mailed had the decency or professionalism to respond to any of my e-mails. Eventually, after threatening that I am going to the media, they arranged the collection of my couch.

It has now been over a month and EXACTLY as I struggled with ALL of the staff at Rochester - from the Clearwater Branch where I purchased my couch to the Warehouse in Cape Town where my couch was taken to - I have had countless calls and e-mails asking for feedback from about 7 people. All I have received every single time I called was false promises or people that have no idea what is going on. I have been told so many times "we will call you back in the next 30 minutes and we will send an e-mail now and cc you in so that you know what's happening", but ALL of it has been lies. I have sent once again multiple e-mails and not one person has the decency to respond or keep me informed.

Now I am fighting for my money back. That alone is once again another repeat of all of the struggles I've had with them. I don't want an exchange for my couch, I don't want a credit on my account, I want the cash back into my account.

I have been without a couch for a month. They have had my couch and my money, now I have had enough.

I will never in my life purchase ANYTHING from Rochester ever again and I will encourage the people I know of the same.