Service appalling

<p>I purchased chairs from Rochester on the 3rd of May 2016 and I was informed that I can expect delivery of the goods in 6 weeks’ time because it’s a special order. Which would have been around the 10th June 2016? Two weeks ago my husband followed up on how far the process was. We were informed the chairs were at the factory and will be collected and we should collect the Chairs the next day. Few days into that the sales person then informed us that the chairs were not in the right condition and he had to return them to the supplier. Obviously noting how long we had to wait I accepted that and waited.</p> <p> </p> <p>On the 24 June my husband went to collect the chairs and the sales person informed him that everything is in order and they can take the chairs. He paid the balance and was informed R 195 * 2 was required for the spraying of the chairs to protect the material, which he paid for as well as the outstanding balance.</p> <p> </p> <p>When I arrived at home that night, I realised a few things the workmanship on the chairs was very poor, in certain areas you could pick up the material was coming apart, and the clue in certain instances used to keep the sewing was coming undone. I phoned the salesperson to inform them of my dissatisfaction noting that I already had to wait a further week so that the supplier addresses those issues. And I also realised that we were over charged by R 195, which was already included on the total outstanding balance.</p> <p> </p> <p>On the 26 June 2016 I returned the goods to Rochester and was informed that the sales person is not around but the manager will accept the goods. I showed them the issues with the chairs and my frustration around the matter. I was again told the chairs will be returned to the supplier and I will be informed on the way forward. I was a bit taken aback by the noting that my relationship is with Rochester and if the supplier second time around has failed to produce quality work, am I as customer expected to wait again?</p> <p> </p> <p>What further exacerbated the matter was when I informed the manager that I was over charged he informed me I should wait for the sales person to return to deal with that. I then asked the manager what if the sales person did not return will that mean I am forced to wait as a customer and obviously he has access to the system to check whether my facts are factual. The manager finally decided to process that matter and I was informed I will have to wait for head office to get my money. It’s funny that when you purchase goods from the store its quick but getting the money back becomes difficult.</p> <p> </p> <p>I later received correspondence from the salesperson who informed me that:</p> <p>- They will return the goods and I will have to pay 30% for cancellation fee in line with the Rochester policy<br />- I then informed them that cannot be possible because in term of the CPA if you have ordered goods and did not see them and later when they are received you realise the quality is not satisfactory you do have the right to return them<br />- The salesperson who then told me my husband signed the acceptance note and was happy therefore; I can’t raise such issues now. Obviously I responded by tell them you are given some time to return goods if they are not of the right quality in line with the CPA. And Rochester cannot move from the premise that I just changed my mind therefore I should pay the 30%. And that the chairs were covered therefore my husband could not have been in a position to check the condition, meaning the salesperson has decided to blatantly lie on that point. <br />- I then realised my conversation with the salesperson is going nowhere and I asked for the managers details and Rochester head office details were I can take the matter up, a request which the salesperson ignored.</p> <p> </p> <p>So as I customer I am very disappointed on how the matter is being handled from Rochesrer Mall@reds</p> <p> </p> <p>Regards</p> <p>Disappointed Customer</p> <p> </p> <p> </p> <p> </p>