1 reviews | Active since Jan 2013
Sub Standard expensive couch and customer service
<p>In 2013 I bought a leather Peroni couch from your store and paid a deposit towards a second couch (which I never got back). Rochester failed to provide me with the leather Peroni and instead delivered a suede Giant off the floor (only informed me after delivering). Within a year I could feel the couch considerably softer when I sat on it. When I mentioned this to Bafana, he said that is how the couch is supposed to feel. The couches were not used a lot so I assume that the quality of the couch I was given was sub-standard as now I can hardly sit on the couches because the springs are poking me. For the amount of money I paid and how the brand is marketed I do not expect this couch to be falling apart internally after a year even after 5 years. The company did not hesitate to take thousands of my rands but they are unable to assist me with this issue. I was contacted by Nico who decides to get me quote for me to PAY to fix the couches. Essencially, I bought and paid for a new set of leather couches..... Rochester delivered a USED SUEDE set which was BROKEN, now they want me to pay to fix their mess up. Nico is now ignoring my email communication with him. GREAT CUSTOMER SERVICE ... I warn anyone to be careful when dealing with this organisation, they will take your money and run</p>
Thank you for bringing your complaint to our attention.
We have investigated the matter with both the Regional Manager and the Supplier.
Due to it being three and a half years after delivery, your product no longer falls within the warranty period. Also the sagging on the one seat of your suite is due to normal usage. Taking these factors into consideration there will be a repair charge allocated to you.
Kindly contact us if you require any further information.
Kind regards
Rochester management
Thank you for bringing your complaint to our attention.
We have investigated the matter with both the Regional Manager and the Supplier.
Due to it being three and a half years after delivery, your product no longer falls within the warranty period. Also the sagging on the one seat of your suite is due to normal usage. Taking these factors into consideration there will be a repair charge allocated to you.
Kindly contact us if you require any further information.
Kind regards
Rochester management
Hi
I am not satisfied with this feedback. I paid for a new couch and you gave me a second hand couch which seems to have been broken. Had you given me a new couch as I expected, I do not think that this would have happened. Unless you are saying that your couches last for less than 3 years. Why should I be going through this because you gave me a used product, your organisation should at least have the courtesy to fix this couch. I also have a problem with you expecting ME to contact YOU, is this how little you value your customers? Who should I be ciontacting since I have been speaking to 2 different perople, this is ridiculous!
Hi
I am not satisfied with this feedback. I paid for a new couch and you gave me a second hand couch which seems to have been broken. Had you given me a new couch as I expected, I do not think that this would have happened. Unless you are saying that your couches last for less than 3 years. Why should I be going through this because you gave me a used product, your organisation should at least have the courtesy to fix this couch. I also have a problem with you expecting ME to contact YOU, is this how little you value your customers? Who should I be ciontacting since I have been speaking to 2 different perople, this is ridiculous!
This comment from Chantel Wakeford is interesting:
"The sagging could not possibly be due to normal usage. All suites/couches have a 5 guarentee on the foam and a minimum of 5 years on the frame. I was in the industry for many many years".
I suppose the guarantee dioesn't apply to Rochester couches.
This comment from Chantel Wakeford is interesting:
"The sagging could not possibly be due to normal usage. All suites/couches have a 5 guarentee on the foam and a minimum of 5 years on the frame. I was in the industry for many many years".
I suppose the guarantee dioesn't apply to Rochester couches.
An update on my ordeal with ROCHESTER. I have returned from my international trip and contact Rochester to try and fix the couch at my expense. I am now being slapped with a R995 COLLECTION FEE, this is for the second hand couch which was sold to me as a new couch and Rochester will not assist me to resolve the issues I have. I am still flabbergasted at the way I am being treated as a customer, Rochester is not prepared to do anything for me. I think this story deserves a call to 702 as Rochester is always advertising on that station (as the best furniture store). I am not happy at all, the least that could be done is this company could absorb this ridiculous collection fee.
An update on my ordeal with ROCHESTER. I have returned from my international trip and contact Rochester to try and fix the couch at my expense. I am now being slapped with a R995 COLLECTION FEE, this is for the second hand couch which was sold to me as a new couch and Rochester will not assist me to resolve the issues I have. I am still flabbergasted at the way I am being treated as a customer, Rochester is not prepared to do anything for me. I think this story deserves a call to 702 as Rochester is always advertising on that station (as the best furniture store). I am not happy at all, the least that could be done is this company could absorb this ridiculous collection fee.
I am still not being assisted by Rochester, my emails are being ignored. This how I am treated as a customer.
I am still not being assisted by Rochester, my emails are being ignored. This how I am treated as a customer.
Thank you for updating us on your complaint.
As per previous response your item no longer falls under warranty and there will be a repair charge allocated to you.
Kind regards
Rochester management
Thank you for updating us on your complaint.
As per previous response your item no longer falls under warranty and there will be a repair charge allocated to you.
Kind regards
Rochester management
I agreed to pay for the repairs but now your store wants to charge me R1000 collection fee which I feel is ****************. I disagree with your reponse because you delivered me a USED couch, if this was a NEW couch which was what I paid for I would accept your response. How is your organisation not willing to absorb that R1000 collection fee because this whole situation is caused by you delivering USED couches to me. These couches were used prior to them getting to me, you cannot apply a blanket "warranty" response to this issue. Is it your policy to sell customers used couches when they paid for new ones?
I agreed to pay for the repairs but now your store wants to charge me R1000 collection fee which I feel is ****************. I disagree with your reponse because you delivered me a USED couch, if this was a NEW couch which was what I paid for I would accept your response. How is your organisation not willing to absorb that R1000 collection fee because this whole situation is caused by you delivering USED couches to me. These couches were used prior to them getting to me, you cannot apply a blanket "warranty" response to this issue. Is it your policy to sell customers used couches when they paid for new ones?
No service request was received until this year.
Every customer within the consumer protection act has the full right to state a claim within 6 months after delivery.
No service request was received until this year.
Every customer within the consumer protection act has the full right to state a claim within 6 months after delivery.
You are giving me an arrogant response about service requests, I am asking you about you delivering second hand goods and not being prepared to meet a customer halfway to resolve an issue. This is indicative of the type of service I have received from Rochester.
You are giving me an arrogant response about service requests, I am asking you about you delivering second hand goods and not being prepared to meet a customer halfway to resolve an issue. This is indicative of the type of service I have received from Rochester.