Rochester will not do a couch inspection or clean my new couch even after complaining. They have stated that it's not their problem.

Whatever you do please do not purchase from Rochester. Ever, you will regret it. As soon as the purchase is done, they forget about you. I have not been assisted, I have not been contacted, and nothing has happened from Rochester's side regarding the couch matter. Finally, after almost a month, I followed up again yesterday. I was told that the supplier will not check the couch as it is not their problem and it is not a manufacturing defect. Who's defect is it then? Not even one person has contacted me for a resolve. I wanted to also find out what warrants couch inspection? They will not even clean it professionally as it was sitting in their warehouse. The problem started when I purchased the couch. They don't want to inspect, they don't want to clean it. They don't want to provide me with feedback. Each time I follow up it's "It has been escalated". I am so angry because if I was someone important, they would have assisted me the moment I complained. Cleaning a couch professionally on their behalf does not even cost a cent, but as long as the sale is done. That is all that matters. I will be spreading the word with every person I come into contact with to NOT PURCHASE FROM ROCHESTER EVER YOU WILL REGRET IT. I am typing all of this not because I have all the time in the world and I am so busy working but I am so angry and frustrated. I also tried contacting their call centres, all their agents don't want to be bothered. It's like you are bugging them, they treat you like you are inconveniencing them. THEY DON'T WANT TO BE BOTHERED. They keep telling you about "the system", "I will add your complaint on the system". The system is clearly not working as I have not been assisted to this day. It's sad because it is only after the purchase or after the sale has been done that you get "THE REAL CUSTOMER SERVICE". You also realise that your money, you as a customer does not matter. The only thing that matters is a sale. Why would I be making up the fact that I bought a couch and it was infested with bugs that I had to clean out with my own resources and products? Why would I go out of my way to do this? For the fun of it? No, because it actually happened. When you call and tell their agents, they tell that this has never happened. They make you feel like you are crazy for complaining. I thought this would be so simple. Getting someone to do a couch inspection and get it professionally cleaned with their own professional products should be a simple thing. But today I got an email from the supplier telling me that this is not a manufacturing fault and nothing will be done. So if nothing will be done, I want my full refund so that I can go spend the money at Cori Craft. Please don't not purchase from Rochester, you will regret it. You will not matter after the sale is done.