Rochester's Service Stinks

When you enter the Rochester store in The Grove Shopping Centre you are greeted by smiling store attendants wearing "I love my Customers" buttons on them. As soon as you have parted with your hard earned cash, the love seems to disappear. These guys and Rochester in general, do not know what customer service is all about. My mother purchased a couch from them on 27 July 2019. It was duly delivered on 30 July. Seven days later one of the seat cushions collapsed. One would have thought that it would be a simple exercise of apologizing and replacing the faulty couch. No - not with Rochester. We have reported the faulty item - first to the saleslady, then to the store manager and thereafter to the Customer Care line. Each time we were promised that the matter has been escalated as a matter of urgency. They then promised to pick up the couch on Thursday 15 August, so that the supplier may inspect the couch and decide whether to fix it or maybe to replace it. What a chee****!! Anyway, we're still waiting for them to pitch up. At this stage we are at wits end, as nobody seems to care - once they have your money - that's all they care about. At the very least we would like Rochester to do the honorable thing and replace the couch or alternatively refund the purchase price plus the transport costs. We will never, never ever buy from Rochester again!!!!!