ROCHESTER IS A ****- DO NOT BUY ON-LINE FROM ROCHESTER

I did an online purchase on 14 November 2019 and to date, 19 December 2019 am still awaiting delivery of the purchase. After numerous follow ups with the company and their delivery partners --JD Group, I receive an automated acknowledgement of my query but no resolution to the issue- non delivery- and I still did not receive the delivery. On my last follow up chat on their company website, I was told that the order has not been processed despite having logged numerous queries and being told that the product was delivered to Centurion instead of Cape Town. my chat below is with their Roger from customer services. Apparently he has logged a compliant and to date I have had no response.

I am still following up with the Rochester robots for my refund- Good Luck to me and my R14 500.00

---------- Forwarded message --------- From: Chat Transcript <***> Date: Wed, 18 Dec 2019 at 11:55 Subject: Your chat transcript with www.rochester.co.za (18 Dec 2019, 08:33 AM GMT) To: <***>

Chat Transcript with VANESSA GOVENDERChat started on 18 Dec 2019, 08:33 AM (GMT+0)(08:33:31)*** VANESSA GOVENDER joined the chat ***(08:33:32)VANESSA GOVENDER: I did an online purchase on 14 November 2019 and to date am still awaiting delivery of the purchase. After numerous follow ups with your JD Group, I still have not received the delivery. Kindly process my refund so I can make my purchase elsewhere. Kindly note I am expecting to be contacted by Rochester so that Rochester can process my refund with immediate effect.My order details are :ORDER NUMBER : #***PLACED ON: NOVEMBER 14, 2019 7:01:23 AM SAST Instant EFT/ EFT ProShipping Information:Shipping Method:Vanessa Govender Shipping Method - 3 - 7 Working Days Delivery Item Sku Price Qty SubtotalLAYLA D.TABLE AND MIRRO, D.WALLNUT, WOOD *** R13,995.00 1 R13,995.00Subtotal R13,995.00Shipping & Handling R495.00Grand Total (Excl.Tax) R12,600.00Tax R1,890.00Grand Total (Incl.Tax) R14,490.00 Click Below to Track Your Order. (08:33:42)*** Roger joined the chat ***(08:33:53)Roger: Good day Vanessa, I trust you are well,(08:34:28)VANESSA GOVENDER: Hello Roger, I am frustrated with the service delivery from Rochester(08:35:35)Roger: I do apologise for this Vanessa, I see that you selected the 3 - 7 working day delivery period for this order.(08:36:50)VANESSA GOVENDER: Roger, please advise what do you require from me to process my refund(08:37:08)VANESSA GOVENDER: I will send you my banking details(08:37:21)Roger: However I see that your order is yet to be processed, I can log a complaint regarding this.(08:37:29)VANESSA GOVENDER: No(08:37:33)VANESSA GOVENDER: I want a refund(08:37:45)VANESSA GOVENDER: This purchase was done on 14 November(08:37:48)Roger: If you wish to cancel your order please send your request to *** along with all your order details.(08:38:12)VANESSA GOVENDER: I received numerous emails from jdg resolution servcies(08:38:34)Roger: I understand Vanessa.(08:38:37)VANESSA GOVENDER: to date no one has been of any assistance in this regard(08:38:51)Roger: Your order is still being processed.(08:38:54)VANESSA GOVENDER: I also mailed them to process this refund a week ago(08:39:03)Roger: Would you like me to log a complaint regarding this?(08:39:17)VANESSA GOVENDER: But is it 7 days now since 14 November(08:39:37)VANESSA GOVENDER: Yes, Roger please log a compliant(08:39:51)VANESSA GOVENDER: thats why I am making contact(08:40:19)VANESSA GOVENDER: My last resort in this regard is social media(08:40:22)Roger: Yes it is 7 days, however weekends and public holidays are excluded so today marks day 2.(08:40:39)VANESSA GOVENDER: For the love of God, Roger(08:41:05)VANESSA GOVENDER: how is today 18 December 2 days less public holidays from 14 Novmeber(08:41:33)Roger: Like I advised weekends and public holidays are excluded, so yesterday was day 1.(08:41:58)VANESSA GOVENDER: I made this purchase on 14 NOVEMBER 2019(08:42:04)VANESSA GOVENDER: 14 NOVMEBER(08:42:09)VANESSA GOVENDER: IS THAT CLEAR(08:42:13)VANESSA GOVENDER: 14 NOVEMBER(08:42:42)Roger: Yes the purchase was made on the 14.11.2019 I dont disagree.However you selected a 3 - 7 working day delivery period (which excludes weekends and public holidays).(08:43:01)Roger: Today marks business day 2.(08:43:40)VANESSA GOVENDER: CAN YOU PLEASE TELL ME WHAT DAY NUMBER WILL 25 NOVEMBER BE THEN(08:43:54)VANESSA GOVENDER: BY YOUR OWN CALCULATIONS(08:44:23)VANESSA GOVENDER: OR EVEN 05 DECEMBER FOR THAT MATTER(08:44:48)VANESSA GOVENDER: DO I NEED TO CALCULATE HOW MANY WORKING DAYS WOULD HAVE PASSED SINCE 14 NOVEMBER(08:44:55)Roger: Vanessa I do apologise.(08:45:03)VANESSA GOVENDER: LISTEN PLEASE DO NOT WASTE MY TIME(08:45:09)Roger: I thought that the order was placed on 14.12.2019.(08:45:17)Roger: Please accept my humblest apologies.(08:45:20)VANESSA GOVENDER: I WANT TO BE CONTACTED BY SOMEONE WHO CAN PROCESS AND APPROVE MY REFUND(08:45:25)Roger: I will log the complaint right away for you.(08:45:44)VANESSA GOVENDER: MY CONTACT DETAILS ARE ***(08:46:07)Roger: Once the complaint is logged, some one from Head Office will contact you to discuss the matter.(08:46:08)VANESSA GOVENDER: CAN YOUR CFO CONTACT ME TO APPROVE MY REFUND PLEASE(08:46:49)VANESSA GOVENDER: I EXPECT TO BE EMAILED A CANCELLATION FORM SO THAT ROCHESTER CAN REFUND ME ASAP(08:46:57)Roger: Someone from Head Office will contact you.(08:47:10)Roger: Head Office will discuss the refund with you.(08:48:26)VANESSA GOVENDER: I HAVE EMAILED THIS CHAT FOR MY RECORDS. IF I DO NOT RECEIVE A REFUND WITHIN 48 HOURS I WILL RESORT TO SOCIAL MEDIA(08:50:05)Roger: I will log the complaint using the information from your online order.(08:50:12)Roger: A reference will be sent via email or SMS.(08:52:21)VANESSA GOVENDER: I have received many reference numbers and emails confirming receipt of my query but no one is resolving this for me.(08:52:42)Roger: Did you already log a complaint?(08:52:55)VANESSA GOVENDER: yes(08:53:29)VANESSA GOVENDER: Re: New Call: Reference. ***)Vanessa Govender <***>Tue, 10 Dec, 11:52 (8 days ago)to SaadighaCan someone please direct me to whoever the manager of this unit is.I am really frustrated with the level of service and constant acknowledgement of receipt of my query but no one can resolve this issue.Please if anyone calls me again to acknowledge my query i am going to DEMAND and full REFUND with interest of this purchase.I want the product delivered or a refund with interest TODAYVanessa On Fri, 6 Dec 2019 at 11:20, Saadigha Faroa <***> wrote:Dear Mrs. Vanessa V GovenderThank you for contacting our call centre, please find attachedthe details of the complaint logged.Yours SincerelyMiss. Saadigha S FaroaJD Customer Call CentreDisclaimer and confidentiality notice. Everything in this e-mail and any attachments relating to the official business of Pepkor Trading (Pty) Ltd (an authorised Financial Services Provider FSP3247), with specific reference to its division, the JD Group, comprising of Bradlows, Russells, Rochester, Sleepmasters, Incredible Connection, HiFi Corp, JD Financial Services (duly authorised to act on behalf of Century Capital (Pty) Ltd NCPCP 74) and Supply Chain Services, is proprietary to the JD Group. It is confidential, legally privileged and protected by law. JD Group does not own and endorse any other content. Views and opinions are those of the sender unless clearly stated as being that of the JD Group. The person addressed in the e-mail is the sole authorized recipient. Please notify the sender immediately if it has unintentionally reached you and do not read, disclose or use the content in any way. JD Group cannot assure that the integrity of this communication has been maintained n or that it is free of errors, virus, interception or interference.(08:54:37)VANESSA GOVENDER: Re: Rochester Delivery Updates // ***Vanessa Govender <***>Thu, 5 Dec, 18:14 (13 days ago)to Web, MarvinI have not yet heard from Marvin or anyone else at Rochester.Please can someone call me regarding this urgently on ***.At this stage I am very tempted to get some attention via social media platforms.Regards Vanessa On Wed, 4 Dec 2019 at 14:40, Vanessa Govender <***> wrote:Good dayI have not heard from anyone to date. Please can you call me to discuss my options as I want a refund on this payment.RegardsOn Fri, 29 Nov 2019 at 13:51, Web Shop <***> wrote:Good day Vanessa Thank you for the purchase with Rochester.Kindly be informed that we do not have a Rochester branch in your location. Our logistics team are working to advise how soon we can get your delivery completed. You may expect follow up updates from Marvin as copied in this email Kind Regards, Tapiwa DereckTraditional Retail Division – EcommerceOffice: +27 (11) *** Ext. 82428cid:[email protected] Disclaimer and confidentiality notice. Everything in this e-mail and any attachments relating to the official business of Pepkor Trading (Pty) Ltd (an authorised Financial Services Provider FSP3247), with specific reference to its division, the JD Group, comprising of Bradlows, Russells, Rochester, Sleepmasters, Incredible Connection, HiFi Corp, JD Financial Services (duly authorised to act on behalf of Century Capital (Pty) Ltd NCPCP 74) and Supply Chain Services, is proprietary to the JD Group. It is confidential, legally privileged and protected by law. JD Group does not own and endorse any other content. Views and opinions are those of the sender unless clearly stated as being that of the JD Group. The person addressed in the e-mail is the sole authorized recipient. Please notify the sender immediately if it has unintentionally reached you and do not read, disclose or use the content in any way. JD Group cannot assure that the integrity of this communication has been maintained n or that it is free of errors, virus, interception or interference.--Vanessa(08:54:47)Roger: One moment please, let me have a look into the complaint.(08:55:25)VANESSA GOVENDER: [Rochester #***] Re: Successful order Received!InboxxSaadiqua <***>Mon, 25 Nov, 12:31to meGood day,Thank you for contacting the JDG Customer Resolution Centre.We apologise for the delay on the complaint's progress, this matter has again been escalated to the relevant department and the progress will be provided at first opportunity.Should you require further assistance please contact us.Kind Regards,JDG Resolution Centre***(08:55:32)VANESSA GOVENDER: I have many more emails like this(08:55:34)Roger: One moment please, let me have a look into the complaint.(08:56:02)VANESSA GOVENDER: take your time, I have been waiting since 14 November 2019(08:56:11)Roger: Thank you.(09:17:06)Roger: I will escalate the matter from my side Vanessa, and request urgent feedback.(09:20:33)VANESSA GOVENDER: can I have a contact number for a follow up(09:20:46)Roger: You can dial ***.(09:55:16)*** VANESSA GOVENDER left the chat ***