Rochester - NEVER DO BUSINESS WITH THEM

Well, where to start - because every single avenue we have been down has been an utter disappointment and frustrating experience. My wife and I purchased a set of Stacy chairs from Rochester Park Meadows in March 2017. We had a lot of challenges just receiving the chairs due to a system change which caused havoc in their warehouse and the delivery of their orders - first unacceptable issue Finally the chairs arrive, and much to our disappointment they were not master guarded and also 2 were damaged. I contacted the store to collect the damaged chairs, and to master guard the remaining 4 chairs. After many weeks of waiting, calls and emails (from my side) we finally received our 2 chairs back - once again not master guarded (after specifically discussing this with the warehouse before delivery and I was assured it was done) - I did not accept the chairs and sent them back. After a few more weeks of waiting for the warehouse manager to contact me to discuss this issue (this was in early August) and after continual disappointment of not being contacted, I cancelled the deal. We arranged for the collection of the chairs, and have been waiting now for weeks for our refund - the funniest part is that they cannot do a refund as their system is not currently able to refund customer (WHAT A JOKE THIS COMPANY IS) I was then given the regional manager's email address to try and resolve this, but after sending Nico Grobler a mail, it has been 2 weeks and i have not had a response yet.

WARNING TO ALL THAT THINK THAT ROCHESTER IS INTERESTED IN DOING BUSINESS WITH YOU - IT'S A LIE. ALL THEY WANT IS YOUR MONEY, AND IF THINGS GO WRONG, THERE IS NOT ONE SINGLE INDIVIDUAL THAT IS INTERESTED IN RESOLVING IT. WHAT A BUNCH OF *******!!!

And Nico Grobler (the regional manager of Rochester), you should be ashamed of yourself. This is not what I would expect of a senior manager of a company this size. You should remember the promises that Rochester make to their customers (maybe refresh your memory from the website mission statement) because as they say, a fish rots from the head. If there is not accountability or willingness to assist from the senior managers, then of course I will NEVER receive any attention from the rest of the staff below you.

For all that get through this whole rant, below is the sequence of events as they unfolded (taken from the mail i sent to Nico on the 7th September 2017 - nearly 6 months after we purchased the chairs): History of complaint: 1.Bought the chairs in March 2017, with the delivery date given as end of April 2017 2. End of April comes and goes, with no contact from the salesman. 3. I contact the salesman and he tells me he has left - gives me a new contact (Craig Furno) 4. Contact Craig - my order has not come across onto the new system (SAP) that has been rolled out 5. Delays on order - a few weeks further to wait 6. Chairs arrive: 2 damaged and none master-guarded as per the agreement (all paid for and settled in full in March) 7. Contact store to collect 2 damaged chairs (collected early June); Craig came and master-guarded the 4 remaining chairs himself on 6 June, but there was not enough to cover all 4, so one only 2/3ds of 4th chair completed 8. 3 weeks later, 2 fixed chairs arrive not master-guarded (which I refused to accept nor sign for) after having explicitly confirmed with Crisanda that they were master-guarded the day before the delivery 9. Craig mentioned on the 18th of July he can provide me with a R500 voucher for the inconvenience. I was not impressed and asked for the store manager to contact me. 10. Waited for the warehouse manager to contact me so I could have a frank discussion about how poorly this whole thing has been managed and how the warehouse processes are failing 11. Still to this day awaiting that call (after multiple follow ups from my side for this action) 12. Processed cancellation - due to sheer frustration and lack of confidence in the Rochester brand and staff. Definitely do not consider the customer at all 13. Now I find out, almost 2 weeks after the chairs have been collected that I cannot be refunded as yet as there is a system issue? Not only this, but there is no manual process to accommodate me at all.