Rochester displays items on the floor and they deliver something totally different. They are delaying my refund process.

I am only rating a one, because I cannot rate anything less than that. However, I want to share my experience with Rochester.

I bought a dining table and chairs, as seen at the shop floor. Delivery was paid for and scheduled for three days after purchase. Two days after purchase I get a call for delay in delivery due to the warehouse tables being wet. I allow for the delay. Delivery eventually happens 6 days later and it is the incorrect table ( I got the chairs the day before). I send back the table with the delivery guys and the store agrees to have the correct table delivered in the next four days. However the store calls me two days earlier than scheduled to tell me they will delivery on the same day. I was very excited. The driver gets to my place without letting me know an hour before (as they had communicated he would), I had to rush home from work to accept collection. I get home and the table is still not the correct one.

I speak to the sales lady to inform her and I asked that she send a picture of the one I saw at the store to show her that it is not the same. She then sent me a picture of a table at a different store (which looks like the one they delivered) but it is not the one I saw at her store. The driver leaved the table and I decided to go to the store after work to resolve this. I get there and I ask for a refund because they clearly do not have what I want anymore. I asked to see the table and they told me it was bought and it is on its way to Zimbabwe.

Next day I lodge a complaint with their customer service department. This was on a Friday so I waited for the Monday to follow up. I followed up on the monday and they indicated that the table will be fecthed on Thursday. Today as I type this review it is a day later and no one has contacted me and the ugly table that I do not want is still in my house.

I called customer service and I also contacted their whatsapp support team and the feedback I got is that the call has been closed and the note read "customer does not know what she wants". So I call the store to find out why they have not called me and I how long it takes to get a driver to collect, so while on the call the manager (who had been hanging up on me before - I have recorded conversations) calls the delivery guy and they indicate that they will fetch it on Monday.

When they take your money they rush but now that I am not happy and I want my money, now I must get the run around. This is unacceptable. I have had to open another complaint to address the same issue