Rochester Sold Me a Defective Custom Sofa – Manufacturer ****, Retailer Failed to Investigate - ***

I am extremely disappointed in how Rochester has handled my complaint regarding a brand-new, custom-made sofa that arrived with a visible dent.

The sofa was delivered into my home by Rochester’s delivery team. The damage was clearly visible before any use. My home has tiled floors throughout, and I already own another Rochester couch that is in perfect condition, which demonstrates that I take proper care of my furniture. The dent is consistent with an impact or fall prior to delivery, not misuse.

Instead of investigating this matter independently, Rochester simply forwarded a letter from the manufacturer (V and V Creations) and treated it as final. The manufacturer’s manager alleged that the sofa was “abused” — an accusation that is false, unsupported, and unprofessional. No proper technical inspection was done, no tools or methodology were disclosed, and no photographic or quality-control evidence was provided.

What is most concerning is that Rochester did not protect my consumer rights and made no attempt to verify:

Whether this specific sofa passed quality control;

How the damage could have occurred;

Or whether the manufacturer’s claims were credible.

As a consumer, I am entitled under the Consumer Protection Act (Sections 55 & 56) to receive goods that are of good quality and free from defects. Instead, I was dismissed and expected to accept a defective product based on a one-sided and misleading letter from the manufacturer.

I formally rejected that letter, communicated my dissatisfaction telephonically, and followed up in writing — yet Rochester still failed to intervene meaningfully.

At this point, I am not asking for sympathy — I am asking for accountability.

What I want resolved:

A full replacement of the defective sofa or

A full refund, without delay.

We consulted our attorney, and while legal action is an option, the legal costs outweigh the value of the couch — which is why I am turning to HelloPeter so other consumers can see how this matter was handled.

Rochester needs to step up, take responsibility, and stop hiding behind manufacturers when customers receive defective products.