Rochester after sales service is terrible

<p>Towards the end of Nov 2016, I went to Rochester in Rustenburg to complain about a Leather couch, that had damage to the frame for a the 2nd time. (But was the 3rd problem from buying the couch new.) Spoke to both the store salesman and the area Mangr that was present. Was promised that it will be taken up with the service department IMMIDIATELY and hopefully I will get an answer back the same day. It took two weeks before they came back to me, stating that it is too late for the couch to be fixed as the Service dep is closed and will only open in Jan 2017. In January 2017 I was phoned by the store and promised that the service dep had transport organised to fetch the couch at the end of Jan 2017 and that it will be taken for repairs - again. Told the store that I would like to speak to 1 of the Directors as I am unhappy with the service (or rather lack thereof) and that I feel if a R 9000 couch can give repeated problems like this, that I would like to have another one. It is clear that the build quality is NOT good. Monday 30 Jan the store phoned me and said the service del FORGOT to organise transport and I need to bring the couch in to the store myself… Told them it is not possible and to phone me back the next day to arrange pickup. Store did NOT phone back. Wednesday 1 Feb I phoned the JD group HQ and asked to speak to a Senior manager or 1 of the Directors, as I had enough. Message was taken by "customer solutions" (or something like that) and I was promised that once the Manager get out of a meeting, he will be asked to contact me. It is now TWO days later and still NO CALL. THAT, is the ROCHESTER experience. So what is next? Lawyers? Your TEN YEARS Guarantee (or whatever..) means NOTHING. And your promises even less.</p>