Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Rochester Home Decor is described by customers as a retailer where the in-store purchase feels smooth but everything afterwards collapses. Recurring themes include couches sinking or breaking within weeks, delivery dates announced then missed without communication, and refund or warranty claims that stall for months. Product Quality and Value (1.0) and Refunds, Returns and Consumer Rights (0.7) attract the sharpest criticism.
Top Strengths:
- •Product Quality & Value: A small group of customers praise showroom selection and the look of the ranges at point of sale, and one buyer notes an older Rochester couch still in perfect condition. Most, however, report premium priced suites sagging or cracking within weeks.
TrustIndex
1.8
NPS Score
-97
Recommended: Unlikely
Nov '25 - Oct '26
Frequently Asked Questions About Rochester Home Decor
What do customers say about Rochester Home Decor?
Based on recent customer reviews, Rochester Home Decor is described by customers as a retailer where the in-store purchase feels smooth but everything afterwards collapses. Recurring themes include couches sinking or breaking within weeks, delivery dates announced then missed without communication, and refund or warranty claims that stall for months. Product Quality and Value (1.0) and Refunds, Returns and Consumer Rights (0.7) attract the sharpest criticism.
What is Rochester Home Decor's biggest strength?
Rochester Home Decor's biggest strength, according to Hellopeter's AI analysis, is Product Quality & Value. A small group of customers praise showroom selection and the look of the ranges at point of sale, and one buyer notes an older Rochester couch still in perfect condition. Most, however, report premium priced suites sagging or cracking within weeks.
What are the most common complaints about Rochester Home Decor?
The most common complaint about Rochester Home Decor, based on Hellopeter's AI analysis of recent customer reviews, is Delivery, Fulfilment & Logistics. A recurring theme is confirmed delivery dates passing with no vehicle and no message, multiple conflicting SMS dates, part orders arriving with headboards or ottomans missing, and quoted delivery fees being increased after payment.
Is Rochester Home Decor trustworthy?
Rochester Home Decor has a TrustIndex of 1.8 out of 10 on Hellopeter, based on 128 reviews in the last 12 months. Hellopeter has tracked Rochester Home Decor across 2,066 total reviews. How is the TrustIndex calculated? →
Recent reviews (128)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Nov 2019
Horrible customer service
Rochester mall of africa horrible service. The ladies working there are horrible. One as i entered greeting and talking with her, left me talking alone to greet another customer leaving me there witj my questions. Second came, didnt even knw size of the couches and was just following me with no info to any of my questions. The last one was even worse. She seems she was watching a moving on her phone, while talking to me her movie was playing and soo loud on the phone. I asked questions abt couches and indicated I dont like particular softness she laughed forcing me what she things I need. I havr a layby with them and when I asked abt it indicating I dont wana continue witj them she said "do whatever u want" I walked out that nonsense place coz it was horrible.
1 reviews | Active since Nov 2019
Horrible customer service
Rochester mall of africa horrible service. The ladies working there are horrible. One as i entered greeting and talking with her, left me talking alone to greet another customer leaving me there witj my questions. Second came, didnt even knw size of the couches and was just following me with no info to any of my questions. The last one was even worse. She seems she was watching a moving on her phone, while talking to me her movie was playing and soo loud on the phone. I asked questions abt couches and indicated I dont like particular softness she laughed forcing me what she things I need. I havr a layby with them and when I asked abt it indicating I dont wana continue witj them she said "do whatever u want" I walked out that nonsense place coz it was horrible.
1 reviews | Active since May 2024
Delivery wants more and more top up.
I wanted a couch, but couldn't order online due to my area being out of their delivery zone, but a very nice sales lady assisted me to do everything( which is why I am giving 2 stars!. ) The problem started when I asked them for a delivery quote, i knew it will be higher than the normal price, and they did charge me extra. 3 days later, they called and said my delivery amount is short, (charging me extra again) they can't deliver unless I l top up, yet they are the one who gave me the first amount which was fully paid… like why am I adding money, yet you already charged me..
1 reviews | Active since May 2024
Delivery wants more and more top up.
I wanted a couch, but couldn't order online due to my area being out of their delivery zone, but a very nice sales lady assisted me to do everything( which is why I am giving 2 stars!. ) The problem started when I asked them for a delivery quote, i knew it will be higher than the normal price, and they did charge me extra. 3 days later, they called and said my delivery amount is short, (charging me extra again) they can't deliver unless I l top up, yet they are the one who gave me the first amount which was fully paid… like why am I adding money, yet you already charged me..
1 reviews | Active since May 2022
Pathetic
I have purchased your lounge suit (PRESTON 3 PIECE 3 ACTION LOUNGE WITH HIDDEN CONSOLE, grey) in December 2025 at your store located at Rochester N1 city and was delivered within a few business days later, on the day of delivery the lounge suit came brand new but was damaged in a sense that it was perished and color was changing and the back rests was all not sitting/fitting correctly... That being said i have told the delivery team to take it back the same time and they did so. I had then entered the store again and queried on this and another brand new set was then issued to me which was delivered within a few business days later In Dec 2025 (BEFORE CHRISTMAS). The second brand new set also had some issues with how the back rest fitted an the delivery team explained that they dont know anything about installing as they just deliver and dont even do installation and they just assisting. I had then called the store an they explained it will get right after using it sometime. In May 2026 i had called an questioned on the suit as it started perishing and changing color JUST AS HOW THE FIRST BRAND NEW SET THAT WAS RETURNED and the person i spoke to advised they will get back to me. Its being 3 months and still no feedback, the lounge suit is really not what i paid for, the single seater is unstable, the 3 seater is tearing in the back an staples are coming out, the 3 seater wood is bending, the 2 seater doesnt sit correctly, JUST TO NAMR A FEW OF THE ISSUES. Its basically getting how the first set was an this is really not what i paid for as it was not cheap. The main query is how the colour of the material is changing!!! We treat the lounge suit with the best care possible but due to how it was manufactured its extremely frustrating that we have to go through this an after 3 months no1 gets back to me!!!AFter sometime they did get back to me but saying i need to pay for the sofa to be repaired and they gave me a quote of which this was not our wrong doing but a default in the sofa - The store and the manager of the store is refusing to refund or give me a brand new set as they saying its what the manufacture says. Almost 2 months had past from our last query and now im told the sofa is damaged as we left it in the sun, I had sent pictures showing that the sofas has always being covered and treated with care, I have sent pictures showing that this is happening exactly how the first one is but the store and manufacture is refusing to assist and continues to play the blame game when I am providing proof that the fault is not on my side. I strongly urge anyone that wishes to have great experience to not use this store nor any product from them as once you spend R20.000 plus they don't care !!!
1 reviews | Active since May 2022
Pathetic
I have purchased your lounge suit (PRESTON 3 PIECE 3 ACTION LOUNGE WITH HIDDEN CONSOLE, grey) in December 2025 at your store located at Rochester N1 city and was delivered within a few business days later, on the day of delivery the lounge suit came brand new but was damaged in a sense that it was perished and color was changing and the back rests was all not sitting/fitting correctly... That being said i have told the delivery team to take it back the same time and they did so. I had then entered the store again and queried on this and another brand new set was then issued to me which was delivered within a few business days later In Dec 2025 (BEFORE CHRISTMAS). The second brand new set also had some issues with how the back rest fitted an the delivery team explained that they dont know anything about installing as they just deliver and dont even do installation and they just assisting. I had then called the store an they explained it will get right after using it sometime. In May 2026 i had called an questioned on the suit as it started perishing and changing color JUST AS HOW THE FIRST BRAND NEW SET THAT WAS RETURNED and the person i spoke to advised they will get back to me. Its being 3 months and still no feedback, the lounge suit is really not what i paid for, the single seater is unstable, the 3 seater is tearing in the back an staples are coming out, the 3 seater wood is bending, the 2 seater doesnt sit correctly, JUST TO NAMR A FEW OF THE ISSUES. Its basically getting how the first set was an this is really not what i paid for as it was not cheap. The main query is how the colour of the material is changing!!! We treat the lounge suit with the best care possible but due to how it was manufactured its extremely frustrating that we have to go through this an after 3 months no1 gets back to me!!!AFter sometime they did get back to me but saying i need to pay for the sofa to be repaired and they gave me a quote of which this was not our wrong doing but a default in the sofa - The store and the manager of the store is refusing to refund or give me a brand new set as they saying its what the manufacture says. Almost 2 months had past from our last query and now im told the sofa is damaged as we left it in the sun, I had sent pictures showing that the sofas has always being covered and treated with care, I have sent pictures showing that this is happening exactly how the first one is but the store and manufacture is refusing to assist and continues to play the blame game when I am providing proof that the fault is not on my side. I strongly urge anyone that wishes to have great experience to not use this store nor any product from them as once you spend R20.000 plus they don't care !!!
1 reviews | Active since Sept 2024
Dear Rochester Galleria Management, I would like to compliment your store on its clean, welcoming environment, excellent layout, and beautiful
Dear Rochester Galleria Management, I hope this email finds you well. I would like to take a moment to compliment Rochester Galleria on the excellent experience I had during my recent visit to your store. I was extremely impressed by the cleanliness, presentation, and overall atmosphere of the shop. From the moment I entered, the store felt clean, welcoming and professionally managed. The arrangement of the store is truly superb. The furniture is displayed beautifully, with the items clearly visible and arranged in a way that makes it easy for customers to browse, compare and appreciate the quality of the products. The overall presentation creates a very pleasant shopping experience and reflects positively on the Rochester brand. I would also like to give special recognition to one of your staff members, Mr Sandile Mathonsi. When I entered the store, Sandile welcomed me with a warm smile and immediately asked how he could assist me. I found this particularly impressive because he was the only staff member on the floor at the time, yet he remained attentive, professional and approachable. I was enquiring about the prices and details of several items that caught my attention, particularly the solid oak headboard and the chest of drawers with a mirror. Sandile took the time to explain each item I asked about and provided clear and helpful information. He was patient, knowledgeable and never made me feel rushed. His willingness to assist and the way he interacted with me made a very positive impression. Excellent customer service is not only about selling products; it is also about making customers feel valued and comfortable. Sandile certainly demonstrated this. His friendly attitude, professionalism and product knowledge are qualities that I believe deserve to be recognised and commended. I would therefore like to congratulate Rochester Galleria Management and the entire team for maintaining such a beautiful and welcoming store. Please also extend my sincere appreciation to Sandile Mathonsi for the excellent service he provided. My experience was so positive that I am pleased to say that I will be returning to Rochester Galleria on 15 October 2026 to purchase some of the items I viewed, particularly the furniture that Sandile assisted me with. I am looking forward to returning to the store and completing my purchase. Thank you for creating such a pleasant shopping environment and for having staff members who understand the importance of excellent customer service. Keep up the excellent work! Kind regards, Ruth Sekati cell ***
1 reviews | Active since Sept 2024
Dear Rochester Galleria Management, I would like to compliment your store on its clean, welcoming environment, excellent layout, and beautiful
Dear Rochester Galleria Management, I hope this email finds you well. I would like to take a moment to compliment Rochester Galleria on the excellent experience I had during my recent visit to your store. I was extremely impressed by the cleanliness, presentation, and overall atmosphere of the shop. From the moment I entered, the store felt clean, welcoming and professionally managed. The arrangement of the store is truly superb. The furniture is displayed beautifully, with the items clearly visible and arranged in a way that makes it easy for customers to browse, compare and appreciate the quality of the products. The overall presentation creates a very pleasant shopping experience and reflects positively on the Rochester brand. I would also like to give special recognition to one of your staff members, Mr Sandile Mathonsi. When I entered the store, Sandile welcomed me with a warm smile and immediately asked how he could assist me. I found this particularly impressive because he was the only staff member on the floor at the time, yet he remained attentive, professional and approachable. I was enquiring about the prices and details of several items that caught my attention, particularly the solid oak headboard and the chest of drawers with a mirror. Sandile took the time to explain each item I asked about and provided clear and helpful information. He was patient, knowledgeable and never made me feel rushed. His willingness to assist and the way he interacted with me made a very positive impression. Excellent customer service is not only about selling products; it is also about making customers feel valued and comfortable. Sandile certainly demonstrated this. His friendly attitude, professionalism and product knowledge are qualities that I believe deserve to be recognised and commended. I would therefore like to congratulate Rochester Galleria Management and the entire team for maintaining such a beautiful and welcoming store. Please also extend my sincere appreciation to Sandile Mathonsi for the excellent service he provided. My experience was so positive that I am pleased to say that I will be returning to Rochester Galleria on 15 October 2026 to purchase some of the items I viewed, particularly the furniture that Sandile assisted me with. I am looking forward to returning to the store and completing my purchase. Thank you for creating such a pleasant shopping environment and for having staff members who understand the importance of excellent customer service. Keep up the excellent work! Kind regards, Ruth Sekati cell ***
1 reviews | Active since May 2025
Pathetic service !
I made an order online, no one bothered to inform me it's out of stock. I made a second order, I don't have an order number, payment has been made if I don't follow up( telephonically) no one bothers to give me feedback, consultant doesn't even answer her emails or calls or provide any feedback after I have requested. I would never ever recommend making any purchases with this store. As it stands I don't have a delivery or order confirmation and I need to make arrangement again for delivery.
1 reviews | Active since May 2025
Pathetic service !
I made an order online, no one bothered to inform me it's out of stock. I made a second order, I don't have an order number, payment has been made if I don't follow up( telephonically) no one bothers to give me feedback, consultant doesn't even answer her emails or calls or provide any feedback after I have requested. I would never ever recommend making any purchases with this store. As it stands I don't have a delivery or order confirmation and I need to make arrangement again for delivery.
1 reviews | Active since Mar 2013
Rochester/Pepkor sold me a defective TV stand AND coffee table — 3+ weeks of unresolved runaround
I purchased a Weston MK2 TV Stand (Large) and matching Weston MK2 Coffee Table as a set from Rochester (Order ***). Both arrived defective. The TV stand's leg came away during normal handling, with chipped/broken wood, clearly a quality control failure at assembly. A replacement was arranged — I took a day of leave from work to be home for the delivery — and the replacement arrived in an even worse state: both drawers faulty, the unit misaligned and poorly assembled. Two units in a row, same failure. Rochester eventually agreed to a full refund on the TV stand, which was collected on 10 September and confirmed as submitted on 17 September (***). The coffee table is where this has gone from disappointing to unacceptable. It has multiple genuine defects: overlapping vinyl finish likely to peel, misaligned panels, legs installed at an angle causing a wobble, and exposed *****s at the rear on a product sold as freestanding. This is not a change-of-mind return — it's a defective product, and under section 56 of the Consumer Protection Act I'm entitled to return it without penalty within six months of delivery. Rochester initially tried to charge a 15% "handling fee," which I formally disputed in writing, citing the CPA. They then said they'd escalate to their supplier for an assessment — but weeks later, despite repeated follow-ups and a final deadline I gave them (18 September), I've had no collection date, no assessment outcome, and no response at all. I've now escalated this to the Consumer Goods and Services Ombud (CGSO), since Rochester has had every opportunity to resolve this directly and simply hasn't. Extremely disappointing experience for what should be a straightforward defective-goods return. Buy from Rochester at your own risk — the quality control on assembly appears to be virtually nonexistent, and once something goes wrong, be prepared for a long, unresponsive process.
1 reviews | Active since Mar 2013
Rochester/Pepkor sold me a defective TV stand AND coffee table — 3+ weeks of unresolved runaround
I purchased a Weston MK2 TV Stand (Large) and matching Weston MK2 Coffee Table as a set from Rochester (Order ***). Both arrived defective. The TV stand's leg came away during normal handling, with chipped/broken wood, clearly a quality control failure at assembly. A replacement was arranged — I took a day of leave from work to be home for the delivery — and the replacement arrived in an even worse state: both drawers faulty, the unit misaligned and poorly assembled. Two units in a row, same failure. Rochester eventually agreed to a full refund on the TV stand, which was collected on 10 September and confirmed as submitted on 17 September (***). The coffee table is where this has gone from disappointing to unacceptable. It has multiple genuine defects: overlapping vinyl finish likely to peel, misaligned panels, legs installed at an angle causing a wobble, and exposed *****s at the rear on a product sold as freestanding. This is not a change-of-mind return — it's a defective product, and under section 56 of the Consumer Protection Act I'm entitled to return it without penalty within six months of delivery. Rochester initially tried to charge a 15% "handling fee," which I formally disputed in writing, citing the CPA. They then said they'd escalate to their supplier for an assessment — but weeks later, despite repeated follow-ups and a final deadline I gave them (18 September), I've had no collection date, no assessment outcome, and no response at all. I've now escalated this to the Consumer Goods and Services Ombud (CGSO), since Rochester has had every opportunity to resolve this directly and simply hasn't. Extremely disappointing experience for what should be a straightforward defective-goods return. Buy from Rochester at your own risk — the quality control on assembly appears to be virtually nonexistent, and once something goes wrong, be prepared for a long, unresponsive process.
1 reviews | Active since Apr 2022
worst experience ever rochester the grove mbombela
**ROCHESTER THE GROVE NELSPRUIT THIS IS NOT CUSTOMER SERVICE — THIS IS A COMPLETE FAILURE OF PROFESSIONALISM AND ACCOUNTABILITY** I have never felt the need to write a complaint this serious about purchasing a piece of furniture, but our experience with Rochester has been so frustrating, disrespectful and unnecessarily complicated that I believe other customers need to know what happened. My wife and I app**** for credit to purchase a couch costing approximately **R25,000**. We were approved for approximately **R50,000**, with **NO DEPOSIT**, around two days before the end of August. We therefore reasonably believed the purchase was approved and that delivery would follow. We were then told the couch would be delivered in September. When we went back to the store at the beginning of September because nobody had contacted us regarding delivery, we were suddenly told that because it was a new month, **another assessment had to be done**. We comp****. We were then told that we only qualified for approximately **R25,000 and would now have to pay a deposit**. When we questioned this, we were given an explanation involving the salesperson apparently using her **HiFi Corporation/Incredible Connection login or credentials** during the original application, which allegedly resulted in the higher approval. Let me be very clear: **Whatever mistake or internal process occurred between the salesperson, Rochester and the credit application system is NOT the customer's responsibility.** We did not create the application. We did not use the salesperson's credentials. We did not manipulate the credit application. We simply provided our information and app**** for credit in good faith. Yet somehow **we, the paying customers, were the ones prejudiced by the situation.** What made matters even worse was the complete lack of communication. There were apparently **two applications**, and we were told that one of them had not been cancelled. This is an internal administrative issue. If Rochester's systems, staff or processes resulted in duplicate or incorrect applications, that should have been resolved internally without the customer having to repeatedly chase the store. And chase them we did. There were **no proactive calls, no meaningful updates and no sense of urgency from the store.** Every two or three days, WE had to physically go back to the store to ask what was happening. It genuinely felt as though we were **begging Rochester to take our money and complete a purchase**, rather than Rochester being interested in servicing a customer who had already been approved for finance and wanted to spend R25,000 on a couch. Eventually, after repeated back-and-forth with head office, the matter was supposedly resolved around **15 September**. But by then, there was another problem: **THE COUCH WE ACTUALLY PURCHASED/SELECTED WAS NO LONGER AVAILABLE.** After all the delays and administrative problems, we were left with the option of taking the **display model**. At this point, we were already extremely frustrated, but we agreed because we simply wanted the matter finished. Now comes the latest problem. **Delivery.** Almost another week has passed, and we are STILL waiting. We even offered to use our own truck to collect the couch ourselves, but were told that this was not possible. From our perspective, it is extremely difficult to understand why a customer who has already endured weeks of delays cannot simply collect a paid-for/display couch if they have the means to do so. Instead, we are left waiting while the store controls the delivery arrangements. At this point, what should have been a straightforward furniture purchase has turned into an almost **two-month ordeal**. Let that sink in: **Almost two months for a couch.** This is not a custom-built house. This is not an international shipment. This is not a product we were asking Rochester to give us for free. **WE ARE PAYING CUSTOMERS.** The most disappointing part is not even the delay itself. It is the **complete lack of ownership**. Nobody appears to be taking responsibility for the original credit application issue. Nobody appears to be taking responsibility for the duplicate application. Nobody appears to be taking responsibility for the fact that the original couch was no longer available. Nobody appears to be taking responsibility for the delivery delay. And most importantly, **nobody seems to understand that there is an actual customer on the other side of all these internal processes.** We have had to repeatedly go into the store ourselves just to get information that should have been communicated to us proactively. This is not how a reputable furniture retailer should treat customers. ### ROCHESTER — WE NEED ANSWERS. 1. Why was our original credit approval changed after we had already been approved? 2. Why were we prejudiced because of what appears to have been an internal salesperson/application issue? 3. Why were there apparently two applications, with one not cancelled? 4. Why did nobody from the store proactively communicate with us? 5. Why was the couch we selected no longer available after the matter was eventually resolved? 6. Why have we been forced to accept a display model? 7. Why is delivery taking so long after all the previous delays? 8. Why could we not simply arrange collection ourselves when we offered to do so? 9. Most importantly, **who at Rochester is actually taking ownership of this matter?** We are not asking for special treatment. We are asking for **basic professionalism, accountability, communication and respect.** A customer should not have to repeatedly visit a store, chase employees, escalate to head office and fight through internal administrative problems simply to receive a product they agreed to purchase. **Rochester has taken what should have been a simple transaction and turned it into an exhausting customer-service nightmare.** I am posting this on HelloPeter because clearly the normal channels have failed us. I expect Rochester's management/head office to investigate the **entire chain of events**, not simply respond with "we apologise for the delay." I want someone to take ownership, explain exactly what went wrong, and provide a **clear and immediate resolution and delivery date**. We have been patient. We have cooperated. We have repeatedly followed up. We have given Rochester opportunity after opportunity to resolve this professionally. **Now Rochester needs to do its part.** A R25,000 purchase should not require a customer to fight this hard to receive their couch. **This is not the level of service I expected from Rochester, and it is certainly not how a customer who is spending R25,000 should be treated.** worst regards Katekani Mkansi
1 reviews | Active since Apr 2022
worst experience ever rochester the grove mbombela
**ROCHESTER THE GROVE NELSPRUIT THIS IS NOT CUSTOMER SERVICE — THIS IS A COMPLETE FAILURE OF PROFESSIONALISM AND ACCOUNTABILITY** I have never felt the need to write a complaint this serious about purchasing a piece of furniture, but our experience with Rochester has been so frustrating, disrespectful and unnecessarily complicated that I believe other customers need to know what happened. My wife and I app**** for credit to purchase a couch costing approximately **R25,000**. We were approved for approximately **R50,000**, with **NO DEPOSIT**, around two days before the end of August. We therefore reasonably believed the purchase was approved and that delivery would follow. We were then told the couch would be delivered in September. When we went back to the store at the beginning of September because nobody had contacted us regarding delivery, we were suddenly told that because it was a new month, **another assessment had to be done**. We comp****. We were then told that we only qualified for approximately **R25,000 and would now have to pay a deposit**. When we questioned this, we were given an explanation involving the salesperson apparently using her **HiFi Corporation/Incredible Connection login or credentials** during the original application, which allegedly resulted in the higher approval. Let me be very clear: **Whatever mistake or internal process occurred between the salesperson, Rochester and the credit application system is NOT the customer's responsibility.** We did not create the application. We did not use the salesperson's credentials. We did not manipulate the credit application. We simply provided our information and app**** for credit in good faith. Yet somehow **we, the paying customers, were the ones prejudiced by the situation.** What made matters even worse was the complete lack of communication. There were apparently **two applications**, and we were told that one of them had not been cancelled. This is an internal administrative issue. If Rochester's systems, staff or processes resulted in duplicate or incorrect applications, that should have been resolved internally without the customer having to repeatedly chase the store. And chase them we did. There were **no proactive calls, no meaningful updates and no sense of urgency from the store.** Every two or three days, WE had to physically go back to the store to ask what was happening. It genuinely felt as though we were **begging Rochester to take our money and complete a purchase**, rather than Rochester being interested in servicing a customer who had already been approved for finance and wanted to spend R25,000 on a couch. Eventually, after repeated back-and-forth with head office, the matter was supposedly resolved around **15 September**. But by then, there was another problem: **THE COUCH WE ACTUALLY PURCHASED/SELECTED WAS NO LONGER AVAILABLE.** After all the delays and administrative problems, we were left with the option of taking the **display model**. At this point, we were already extremely frustrated, but we agreed because we simply wanted the matter finished. Now comes the latest problem. **Delivery.** Almost another week has passed, and we are STILL waiting. We even offered to use our own truck to collect the couch ourselves, but were told that this was not possible. From our perspective, it is extremely difficult to understand why a customer who has already endured weeks of delays cannot simply collect a paid-for/display couch if they have the means to do so. Instead, we are left waiting while the store controls the delivery arrangements. At this point, what should have been a straightforward furniture purchase has turned into an almost **two-month ordeal**. Let that sink in: **Almost two months for a couch.** This is not a custom-built house. This is not an international shipment. This is not a product we were asking Rochester to give us for free. **WE ARE PAYING CUSTOMERS.** The most disappointing part is not even the delay itself. It is the **complete lack of ownership**. Nobody appears to be taking responsibility for the original credit application issue. Nobody appears to be taking responsibility for the duplicate application. Nobody appears to be taking responsibility for the fact that the original couch was no longer available. Nobody appears to be taking responsibility for the delivery delay. And most importantly, **nobody seems to understand that there is an actual customer on the other side of all these internal processes.** We have had to repeatedly go into the store ourselves just to get information that should have been communicated to us proactively. This is not how a reputable furniture retailer should treat customers. ### ROCHESTER — WE NEED ANSWERS. 1. Why was our original credit approval changed after we had already been approved? 2. Why were we prejudiced because of what appears to have been an internal salesperson/application issue? 3. Why were there apparently two applications, with one not cancelled? 4. Why did nobody from the store proactively communicate with us? 5. Why was the couch we selected no longer available after the matter was eventually resolved? 6. Why have we been forced to accept a display model? 7. Why is delivery taking so long after all the previous delays? 8. Why could we not simply arrange collection ourselves when we offered to do so? 9. Most importantly, **who at Rochester is actually taking ownership of this matter?** We are not asking for special treatment. We are asking for **basic professionalism, accountability, communication and respect.** A customer should not have to repeatedly visit a store, chase employees, escalate to head office and fight through internal administrative problems simply to receive a product they agreed to purchase. **Rochester has taken what should have been a simple transaction and turned it into an exhausting customer-service nightmare.** I am posting this on HelloPeter because clearly the normal channels have failed us. I expect Rochester's management/head office to investigate the **entire chain of events**, not simply respond with "we apologise for the delay." I want someone to take ownership, explain exactly what went wrong, and provide a **clear and immediate resolution and delivery date**. We have been patient. We have cooperated. We have repeatedly followed up. We have given Rochester opportunity after opportunity to resolve this professionally. **Now Rochester needs to do its part.** A R25,000 purchase should not require a customer to fight this hard to receive their couch. **This is not the level of service I expected from Rochester, and it is certainly not how a customer who is spending R25,000 should be treated.** worst regards Katekani Mkansi