Rochester is the WORST!! Terrible quality and customer service - DO NOT BUY FROM THEM!!!

ZERO stars because Rochester is the WORST store with the WORST service. I have had endless problems since i bought my LENNOX CORNER LOUNGE SUITE. Shortly after arriving it started sqeeking whenever i sat down and the legs started breaking!! I have submitted NUMEROUS queries - the couches get picked up and my family is left with nothing to sit on for almost 2 months only for the couches to be brought back with the same problems they left with.

My current query with them is outstanding since the beginning of December 2021 and it is now March 2022! I have emailed, called their lines and inboxed on Facebook so many times i am ready to scream!! They picked up one half of the couch to get fixed and there has been NO communication since! A month or so later the second part started having issues (the sames problem's they have apparently fixed before) and I have even sent email communication to 2 managers, Tshepo and Louisa and they didn't even bother themselves. to respond to my query.

The last phone call i had with an agent he told me that there is nothing he can do, if i am not happy i must get lawyers or report them to the Ombudsman!! What ******* is that!!???

The below is an email i sent 4 days ago to the so called managers and i still haven't received any feedback till today!! I am frustrated to my core and i want NOTHING to do with this store. I want them to pick up their remaining couch and return my money ASAP!!! What the hell do they think i am sitting on for all these weeks!!???

Mon, Feb 28, 3:10 PM (4 days ago) to louisab, Tshepo

Dear Louisa and Tshepo,

I need URGENT assistance regarding my unresolved complaints with couches that I purchased at Rochester in 2021.

I do not even have the patience to go through the entire story at this time but i need the couch that is still remaining at my house to be Picked up by the end of this week. It is unfair to have bought couches a year ago and have barely utilised them for even 4 of those 12 months because there are always faults on them OR they are sitting at your warehouse. Currently the one half of the Lennox lounge suite was picked up in early December 2021 and to this day i have received ZERO communication!

On the 6th of February i FINALLY got fed-up and i sent a request for the remaining half (which also is faulty) to be picked up and for Rochester to issue a refund. 21 DAYS LATER and the couch is STILL sitting in my house, i have called, sent complaints on your site and sent Facebook inbox messages NUMEROUS times and no response or when i get through i get agents who have a total lack of my frustration and they still can't give answers as to why the second piece hasn't been collected and my refund processed!

I have been more than patient and the worst thing is to be calling your call centre for the millionth time and be told by an agent that i should call the Ombudsman or call my lawyer if i am not accepting what he is telling me!! What ******* is that, these couches were not donated to me, I bought them with very hard earned money and if my patronage is not appreciated then please pick up this thing in my house and return my money and we can part in peace!!

I will be waiting for a response as i am no longer willing to speak to any more agents than the 10 or 20 that I have spoken to!

Kind Regards,