Rochester Furniture
Reviews and Complaints

I bought furniture CASH on Saturday, 30 September 2017 at Rochester Furniture (Thavhani mall) and till today I haven't received full delivery. I fail to understand why would one dispatch incomplete order. When I queried this with the store, no one could answer me and they said they'll come back to me...till today I'm waiting for feedback and delivery. I have logged a ticket and it has not been resolved. The kind of customer service I am receiving is very UNPROFESSIONAL and VERY BAD

The customer name is Thilivhali Masindi and contact details details are [protected] or +[protected]

The service at Polokwane Rochester is appalling.

I now understand why there is no landline or 0800 number for head office. Refer to website and documents from the branch.

Your main aim is to deceive clients, mislead them, focus on bait marketing.

Your company is indeed not complying to the Consumer Protection Act.

Let me name and shame those that are playing a role in the poor service that I received:

Regional Manager- Vincent [protected]. This person does not respond to calls or messages. What type of a Manager is this?

Polokwane (Savannah Mall Manager): Mr Taphiwa [protected]. This is a liar, who is unprofessional and unethical and always trying to cover his branch and at the same time blaming the Regional Manager and the Warehouse for his failure. Very bad in providing feedback. If he does provide feedback, it is only to cover up and make empty promises.

Mokoena Mmabatho (Savannah Mall Salesperson). Very interesting person who does not understand her line of work.

I am so disappointed at the service that was given to me and my husband by Rochester in Southgate. We bought a set of chairs and told the guy that we will be moving to a new place and we paid for the chairs in cash and left them with them, which they agreed, after two months they phoned and told us to come fetch the chairs and the table because they are doing a stock taking and when we fetched the chairs we did explain that we have not moved, we will only move the following year.

So when we got to our new house, we open the chairs, the one chair was on display when we bought it, the one chair was missing a leg and we took the chair to the shop and they said they will check and see if they find the leg and if not they will take the chair to the factory for the leg to be made. We gave them our contact details not even once we were given feedback.

I have been phoning them every week asking what is happening and they tell me we are still checking, today when I phone and tell them am coming to fetch the chair between Friday and Saturday, then I spoke to Gerald and he tells me there is nothing he can help me with and I have to come and fetch the chair.

It’s now a month later, I get told that I must fetch it and find someone to make the leg for me. I really do not appreciate that.

On the 17th of Jun 2017 I bought the Mykonos couch from Rochester, New Market, I paid in full for the couch . Couch was delivered on the Monday 19 Jun 2017, I still had to pay extra R450.00 for delivery.

After 2 weeks of having the couch, I notice the cushions of the couch are dented and that they stay dented, they are not firm at all. I sent Rochester an email and photos regarding the cushions, I had a friend over and she sat on the one cushion and it actually dented in (She weighs 55kg), it is still dented in (3 days after), the daybed cushions is also not firm because when I sit on it, leaves dents and the material is very loose, I can actually feel the base as I sit on the cushion's. They couch I sat on the day of purchasing didn't do that at all, false advertising.

I have been sitting 3 weeks now without cushions on my couch, I can't sit on my couch as it will damage the base, the service I'm getting from Rochester is unacceptable.
I purchased the couch from Rochester's they gave me faulty cushions and now I have to wait for them to get stock in. They can't tell when they will get stock in, this is not fair to me as I have paid in full for a product and expected good quality and service from Rochester.

I phone them everyday and they cant tell me when they will be getting stock in, they don't want to give me a replacement couch or refund me.

All of them say that they will get back to me and not one of them ever do.

I ordered couches from Rochester Centurion Mall on the 29th of March 2017, Saturday 20 June I went into the store and spoke to Marshall who just kept giving the excuse of a new system and a new purchase order. He phoned back on the Monday to request the final payment, when I went to pay the final payment he still had not done the transfer onto the new system and therefore couldn't confirm the delivery date. I waited in the store while the transfer was done. The following day it had still not been processed, finally 48 hours later it was processed and delivery was confirmed. The couches were delivered today and then turned out to be the wrong colour and all the sales person Marshall says is 'we have a problem' !
Please never ever purchase anything from Rochester! You will be very very dissappointed!

I purchased a couch from Rochester in November last year on a 24 month finance plan.

I only opened the couch when we moved in February this year.

Immediately feathers started protruding from every single cushion which poked and hurt when we were on the couch.

I emailed the salesperson who sold me the couch (without informing me of the feather problem) and he said it's 'normal' and should stop after some time.

I am paying an absolute fortune for this couch and have to deal with this on a daily basis.

How is this couch going to look in 5 years when every single feather has come out?

I would like to know if this couch can be returned and refunded as I can't go on like this and I am extremely dissatisfied with the product purchased.

Regards,

Kyla

On the 27th of April 2017 me and my sister paid a deposit of R4000. for a loigne suite at Rochester in Rustenburg. We both paid R2000.00 using our debit cards. Edwin (the salesman) promised that the delivery will take place within a week and they will contact us. We waited and decided to call them after two weeks and they promised that delivery will be done before the end of the following week.
After a week, we called the store and requested to speak to Karen the Manager & she was very rude to us. She told us it is nlot their fault because they were changing sytems and that caused delays in delivery of goods to customers.

We went to the store with my sister to cancel the contract and requested a refund of our deposit. In addition, we requested Ewin to email us a scanned copy to show that the deal has been cancelled. Ewin told us that Karen (Store Manager) must sign the form first & he will email it to us the following day. He told us that it will take 30 working dayds for us to get our refund as it can only be reversed by their head office.

We waited fot the refund and my sister contacted the her bank Capitec on the 08th of June 2017 and they were able to reverse her R2000.00 deposit without any delays. I trired to reverse mine with my bank Absa and they told me to send proof that the contract/deal has been cancelled.

On the 16th of June 2017 I sent en email to Rochester Rusternburg requesting them to email me copy of cancelled contract and Edwin replied that he will provide feedback regarding deposit on the 17th of June. I have not received proof of cancellation and my refunf. I have been sending enails to Edwin and he is not responding. Please assist urgently and reverse my deposit before I take further steps.

Obakeng Dipho-Mangwane
[protected]

I purchased a King size bed and bases from Rochester Nelspruit on 15 February 2017.
After waiting 4 months for stock to arrive, I was contacted by the store to collect my order.
I traveled 350 Km and 4 hrs of driving to Nelspruit return to be informed at the branch that they didnt realize my order included bed bases.

The branch manager informed me that he would have the bases in 2 days time and would deliver. Another 3 weeks have passed and I have had no response from the manager. I have called and left 2 messages at the branch.
I have also emailed Rochester Head Office twice via their website and had response.

Their service is absolutely shocking and would not advise anyone to purchase goods from this company.
I now have to hand the matter over to my attorneys which will incur more costs.

Despite being given the below feedback on Facebook, my complaint remains unresolved weeks later. To say the leash the service from Rochester is pathetic and if I ever get my set from the I will NEVER return to this shop again.

Hi there, please note that your reference number is: [protected]. Your complaint will be handled by the relevant department. Once they have resolved it, our customer relationship centre will contact you to confirm the feedback and close the complaint. Thank you.

I purchased a couch and a recliner from Rochester on 29 March. The sales lady informed me that the recliner will take up 6 weeks to complete. After two months for the recliner the sales lady called me to inform me that they will deliver Thursday 18 May. No delivery took place. I had to call the sales lady on the Friday to find out what happened. She informed me that they will deliver the next week.
The next week nothing happened. The sales lady called me to inform me that the warehouse did not release the recliner because of an outstanding amount. I paid the outstanding amount and the sales lady informed me that she will arrange for delivery. On Monday 5 June she called me to inform me that the manager is on leave and she cannot get a release note for the couch. I told her that this is unacceptable that if one person is not at work business cannot proceed. She indicated that she will call another manager to do the release note and they will deliver on Thursday 8 June. No delivery happened on Thursday. On Friday 16 June the sales lady called me and told me that the manager is back at the store but is refusing to give her the release note and requested that I call him personally. I did this (Paul) and he informed me that the delivery will take place on Monday 12 June. On Saturday the warehouse called me and indicated that they can only deliver on Tuesday. At this point I had enough. Today Tuesday they call me again and say they can only deliver tomorrow. You should be able to understand my frustration with the pure unprofessional way in which this has been handled.

I am very unsatisfied about how this deal was handled and I doubt I will ever buy from Rochester again and I will also pass the word along to my friends, family and colleagues.

When we visited your store (Boksburg) on the 21st March 2017, we have exhausted all other searchings for a desired lounge suit at other retail stores. We were very excited when we entered your store and started looking around due to the general layout and presentation of the products on offer.

We were also promptly attended to by Sindiswa Ndlazi who showed us the big variety of lounge suits in the showroom. We particularly favoured the suite we selected due to the look, feel, quality of the product and the fact the the lounge suit will be manufactured for us according to our specification with regards to the colour, uppers etc. Upon agreeing on the purchase, we promptly placed the order and paid an amount of R12 000.00 as well as purchased a leather care kit at the price of R325.00.

It was agreed by the sales person attending to us, after consultation with her superior in the store, that the balance of the payment will be made before delivery. We paid the balance of the purchase price on the 26 May 2017 which amounted to R27 995.00. As you can see, we have paid a total amount of R39 995.00 The estimated delivery date was agreed to be on the 15 May 2017. When my wife made contact with Sindiswa Ndlazi on Tuesday the 16 May 2017, after not hearing anything from the Boksburg store before the agreed delivery date, she was informed that a glitch was encountered with the order and that the lounge suit will only be dispatched on the 19 May 2017 and will arrive in JHB on the 22nd May 2017.

My wife made telephonic contact with Sindiswa again on the 23 May 2017 and it was confirmed by Sindiswa that the lounge suit was indeed received, my wife arranged to make the final payment in the store on the 25 May 2017 in order to have the delivery on the 27 May 2017. Subsequently on the 26 May 2017, we were informed that the lounge suit has gone missing from their distribution centre and cannot be found.

We visited the store on Saturday the 27 May 2017 to ascertain what the problem is. We were informed by Sindiswa that apparently the Distribution Centre has sold our lounge suit, this was due to system switchover issues and that she will speak with the Boksburg Store Manager for resolvement. I have in turn given a deadline to her for the resolvement of this matter by Wednesday the 31 May 2017. Should the issue not be resolved, or no feedback received, we would like the full purchase amount to be refunded.

I feel that the service received is not adequate and that it seems the only way to resolve this matter is to refund us our money according to the store. We still love the product and would like to give Rochester Furniture, who is part of the JD group, the opportunity to deliver the product which is said to be the purpose of the business, and in accordance with the Consumer Act.

I still have not received any constructive feedback, nor any resolvement on this matter even after numerous correspondence was send to Rochester.

I deposited R7000.00 for couches at Rochester, Boksburg. I asked the salesperson David to cancel my order and refund me since they couldn't come and repair the bed i bought from them only to walk in their shop one day to collect my refund and they told me it was an end of deal i asked how come the manager responded that i didn't pay the balance in time and i asked him how come when i had made it clear that they should cancel the order and refund me. The manager told me it could be sorted he will get my money back only if i purchase something and i purchased a lounge suite for i had paid the balance which was R9500.00 until now i haven't got the lounge suite its lies after lies i haven't got my delivery.

Good day 08 May 2017

Sales Order: 541465
Branch: Parkview
I shopped around for furniture to furnish a new flat I bought in Pretoria East. My wife and I were quite impressed with the service we received from the sales personnel at both the Rustenburg and Parkview branches of Rochester.
I ordered furniture on 22 March 2017, and paid in full (R25 000.00) on 05 April 2017 on condition that when I phone on one day, delivery will be done on the following day as I could not pinpointed when the new flat would be registered. I did point out to the Parkview branch that I expected that delivery most probably be required at the end of April over the long weekend.
I phoned on Friday 21 April 2017 and requested delivery on Wednesday 26 April 2017. Someone from Parkview branch contacted me on Monday 24 April 2017 to let me know that delivery could only be arranged for Thursday 27 April. The next day, Tuesday 25 April I received a call from the Warehouse, confirming that the furniture could not be delivered on Wednesday 26 April as I requested. The person did however promise that the furniture would be delivered on Thursday 27 April, even though it was a public holiday. Although this was not in line with the promises made by the sales people, it was acceptable for me. My wife and I left Rustenburg early on Thursday 27 April. We only had the long weekend to furnish and equip the flat as our son had to move in on 30 April at the latest.
On Thursday morning I phoned the warehouse and spoke to Kim who confirmed that all the furniture was loaded and on their way to be delivered. At 13h06 somebody phoned me again and asked if we were at the flat to receive the furniture. This person also requested directions. I confirmed that we would be there. Although we still had lots of shopping to do for the flat, we remained there waiting for the promised delivery. Later (from 16h25) I attempted to contact the warehouse without success. No one answered.
The next morning, Friday 28 April 2017, we went to the Parkview branch to cancel the order as Rochester did not keep their part of the deal. The branch Manager persuaded me not to cancel and promised that she will ensure that all the furniture would be delivered on the same day (Friday 28 April) before 17h00. I reluctantly agreed. When Kim was confronted on the phone she denied that there were any phone calls between her, the warehouse and myself the previous day. I showed the Branch Manager the call log on my cellphone. We left the shop with the understanding that the furniture would be delivered on the same day before 17h00.
I received a phone call from Parkview Branch Manager at 15h14 informing me that the driver had just left the warehouse. As promised in the morning, she sent the name and cellphone number of the driver to my wife. Apparently the Regional Manager, Francois was at the warehouse and was aware that the delivery was urgent.
Again, although we still had lots of shopping to do, we left our trolley full of goods in Pick and Pay and rushed to the flat to ensure we were there to receive the furniture.
At 16h14 Eric, the driver phoned to inform me that he had just left the warehouse in Jetpark. He had been instructed to do my delivery first. His estimation was that he would be at the delivery address within an hour.
Although the inconsistent information of the time the driver left Jetpark received from the branch manager and driver were frowned upon, I was willing to wait for another hour.
We started phoning the driver and branch manager when the driver had not arrived one and a half hours later.
A lot of phone calls were made between me, Chipo from the branch, my wife and the driver on Friday 29 April:
- 15h15 – Chipo informed us that the driver has left the warehouse
- 16h16 – The driver informed me that he just left the warehouse in Jetpark and planned to do our delivery first. He was at a garage filling up with diesel.
- 18h07 – The driver he had some problem with his tyre.
- 18h08 – Chipo to inform us the driver had trouble with his engine and that the N1 highway was very busy.
- 18h43 – from driver – he was still on the N1.
- 19h36 - to driver – The driver was busy with a delivery in Midrand.
- 20h05 - from Chipo – the driver would be at our place within an hour.
- 20h37 - from driver – he was at Menlyn, asking for directions. He had no idea of where the delivery was supposed to be made.
I realised that the delivery that was originally supposed to take place on Wednesday 26 April was not going to happen before 21h30, if at all. I then told the driver that I was not interested in the goods anymore and that he should take it back to the warehouse.
The following morning, Saturday, 29 April 2017 at 9h15 I went to your Parkview branch to cancel my order and get my money refunded with interest for almost one month. During this visit the Branch Manager was nowhere to be found. I was told that the branch was unable to reverse the amount on their card machine and insisted that refunds had to go through head office. I was informed that it would take up to four working days before the refund will reflect in my bank account. Up to today the refund still does not reflect in my bank account.
I left Rorchester at ±10h00 and went to Etienne Lewis. We chose the furniture we required. Whilst still at the cashier to finalise the payment they showed us on their CCTV camera that the base and mattress set and lounge suite were already being scotchguarded. I was sceptic when the sales lady promised delivery in a few hours. At 12h09 my wife sent photographs to Chipo, Parkview’s Branch Manager. The furniture was delivered, carried to the fourth floor and the driver made double sure that we were happy before he left. The sales lady also phoned just to make sure everything was in order. Needless to say that we were very impressed with the excellent service received from Etienne Lewis.
One would expect every business in this day and time to concentrate on providing excellent service. Good products and affordable prices mean nothing without after sales client service.
In a nutshell I would like to point out the repercussions of your extremely disappointing service had on me and my wife:
1. We planned to sleep at the new flat on Wednesday 26 April in order to have enough time to furnish and equip the flat. We only left Rustenburg early on 27 April.
2. We wasted a lot of time on 27 April as we were unsure of the time the delivery would take place. I bought the furniture from Rochester on one condition only, that delivery might have to take place on short notice.
3. On Thursday 27 April my wife and I had to sleep on the floor. We waited until after 20h00 before we left to buy food as it was confirmed by Kim at the warehouse that delivery would definitely take place on 27 April. She later denied that she spoke to me.
4. When I wanted to cancel my order the next day, your staff at Parkview persuaded me not to cancel. The Branch Manager promised to ensure that delivery would take place before 17h00. I wanted the furniture before 16h00 but again I was lenient.
5. On Friday 28 April we again stayed at the flat and waited for our furniture. Wasting another day. Again we had no choice but to sleep on the floor.
6. After speaking to Kim at the warehouse she gave me the impression that she is in control there and where and when deliveries take place only once she gives the instruction. In spite of promises made by sales people or even herself. To say the least, her attitude stinks.
7. Although Chipo was not to blame, unfortunately she over promised and under delivered. First rule of sales: Never commit yourself and make promises if you are not in a position to ensure the promise will be kept.
8. When my wife requested Francois’s cellphone number from Chipo she claimed that it was in her diary at the shop. It was after hours and she already left the shop. She apparently did not have his number on her cellphone. I find this very unlikely.
9. I suggest you review your delivery service. At some points while I was speaking to the driver the Branch Manager phoned my wife and gave a totally different explanation. Whilst the driver was nowhere near the estate, according to Chipo he was at the security gate of the estate.
10. We have several investment properties that we bought and then rent out furnished. Later we sell the property with the furniture and equipment.
11. We plan to acquire more property for investment in Pretoria in the foreseeable future.
12. Needless to say that we will never consider doing business with Rochester again.
13. I request that the full amount that I paid for the furniture at Rochester is paid into my bank account. I paid for the furniture on 5 April and expect market related interest on the full amount for every day since 5 April until the day it reflects in my account.
14. Should the amount not be in my bank account by Friday 12 May 2017, I will instruct my lawyer to take further steps.
15. Be assured that we will share our experience with everyone we know. Your after sales service is non existing.
16. In your competitive industry I am dumbstruck that a business as large as yours can afford not only to lose business but clearly underestimate the impact of negative word of mouth and social network influences.

___________________
Kobus Vorster
[protected]

I called rochester this morning regarding a factory fault christina chair that i had to keep in my house for over a month because Indira is too busy to call and update me on what is happening. I got off the call with her just now where she told me she doesn't care. I suppose your calls are recorded for verification purpose. I assume the manager never got off the phone because i never heard from him, i would have thought rochester hires competent staff who are equipped to handle customer complaints and still solve them. I was treated rudely and disrespected after i told them that due to their poor service they would rather take their chairs back and refund my money. I sent her an email she never responded, i called her she gave me false information and never bothered to make a follow up.

Good day

I am really not happy about the service rendered by Northgate. I ordered a couch from Mike ( Salesman) from the first day i walked in no one came to ask if i need assistance, the moment i walked in i knew exactly what i wanted and just needed their assistant to confirm prices and so on... I had to ask them to come and assist me, they do not take initiative or welcome me.
Even though i was not happy but because i received the best service from Eastgate, I decided to place the order. I paid same day and ask them when can i receive it. Mike confirmed that i will receive it saturday ( 22 April 2017), on that day i stayed in my house for the whole day waiting for them and arround about 12 my husband called to find out where they were and they told him there was a problem with their system and they will deliver today ( 25 April 2017). Today i called the branch and left messages for the supervisor to contact me with no success, I then called the branch for assistant and that is when he ( ayanda from Northgate branch ) called to apologies again because they brought the wrong couch.
My problem is that we are working and my husband had to put leave to be home today and now they bring the wrong couch. Who is going to wait for them again to deliver?
I asked for the manager's number Nico but he is not picking up my calls.

I really do not know what to do now, they should have told us they are having problems delivering our order and we were gonna go to another branch for assistance.

I am very angry and no happy about their service.

My name is D Le Mottee
I purchased lounge furniture including new corner couch, tables and TV unit. I requested delivery be held back so that I could remove my existing furniture first. That was no problem. On 8 April I paid the remaining balance and requested delivery. I was told it would take place on 15 April.

At this stage I had removed all my existing furniture in anticipation of delivery. I was informed on the 15th that there was a problem with delivery due to a change in the Rochester warehouse computer system. This is still the case on 25 April and I am told by the Northgate store that I will be informed when the information has been transferred to the new computer system by the distribution centre.

So its now getting on three weeks with empty lounge and Rochester can still not give me a delivery date for goods that are apparently ready for delivery other their computer problem

I brought 2 couches in 2016 and they are staring to peel off and losing shape. I went to the Clearwater branch, where I brought them, to lodge a complain and I was requested to complete and submit a form on the 11th March 2017. It is now 9 days since I lodged the complain with no assistance. Wherever I call the beach the sales pestle keep on promising to get back to me and they don't while the couches keep on getting worse

Hi

My name is William Mmela. I bought couches in collonade (Montana) in December 2015 and they had warranty as well as guarantee. So in October 2016 i noticed something unusual on the two seater sofa, I reported to the store and they asked me to send them pictures which I did and they made arrangements to come pick up the couch for repair and promised is going to take 21 working days. 21 days passed I called (tebogo selomo) asking how far and he said he will investigate and let me know about the progress. Two weeks went by and I received a call saying the couch is ready to be delivered, we arranged a date for delivery no delivery was made on the agreed date, two days after that I got a call saying the warehouse burnt down with my couch inside. And he is sorry about that, so my question to him was why my couch was not delivered on the agreed date and two days after that the warehouse burn, there was no answer he just told me I will have to wait till the following year 2017 for my couch to be made because they don't have them anymore, and he will keep me posted. Today I am writing this message, no one ever called to tell me what's going on.

How much longer must I wait for my couch?I paid for it but I don't have it. My request now is come get the rest of the couches and give my money back, I will go look at other stores. I cannot sit with two couches whereas I paid for three.

Please come get them, I don't want them anymore in my house.

Disappointed and angry

William Mmela
[protected]

I can not believe the kind of service Bedworthpark Rochester has, on the 12 of November 2016 I purchased lounge suite to a value of R26 000 I paid cash for it and the sales man by the named Keith assisted me, he reassured me the suite will be delivered by the 15 December 2016.

I made the first follow up on the 15 December asking about the delivery I was told according to the system its due on the 14th and it will be delivered on Monday the 17th, I left a message for Keith to contact me regarding delivery because he was not in on the day.

On the 16th, I was hoping for the sales person to call but didnt therefore I called and had a lengthy conversation with Keith and yet again he told me the suite has not been delivered and he will contact me first thing on Monday 17th to give clear status.

On Monday the 17th about 12:00 I made a call to the shop again and spoke to Keith, he now tells me about the truck will only leave Cape Town On Tuesday or Wednesday and cant tell if the lounge suit will be delivered by the 23rd December.

There are delays regarding production and delivery in every furniture outlets and that is understood. When I purchased the lounge suite I specifically said I need it by the 15 December 2016 and I was told that was possible therefore I made a purchase under the impression that a reputable furniture shop like Rochester will deliver by the set date.
I am astounded by the lack of communication from Rochester and all communications I have initiated not once did i receive a call from the sales person Keith. Secondly the arrogance I got from the gentleman when i call asking about the delivery of lounge suite I have paid cash for is unbelievable.

My first purchase at the Rochester has left a bitter taste in my mouth!

I remember years back, visiting Rochester store often. I saw a bedroom set and dining room set which i dreamed of having in my home one day. I loved the items.
Well...now i have sadly had to banish the dream of buying those items because Rochester has disappoint us with the items we have purchased.

Dealing with Rochester has been a nightmare, esp 2 of the staff members at Strubensvalley, one of which has left the company. The manager, Dante, is still there. A very sarcastic person and not very interested in good service.
He also assumes things without asking us, just to find out he is completely wrong. And to think we took them milk tart, when we went in to choose fabric colour, to say thanks for helping us. Well, ay least we tried.

As for their quality check, they dont even spot the most obvious problems.

We sent lounge suite in for recovering as the leather changed colour...to orange instead of staying the nice brownish colour it was, which we paid a 3rd of to recover and paid for collection and delivery. (Just a note, when in process of arranging for recovering and if possible, my calls were not returned, my emails apparenyended up in the trash mail etc. and thats why no reply)

I lost 2 days of work waiting for collection of the couches, and not even a phone call to tell me they cant collect. I ended up asking for the transport service contact number, which was hardly answered, but then they communicated via email. I dealt with the transport people so that i knew when collection would be.
When they collected, i even helped cover the couches, hold the trolley, take the trolley to couches...because i appreciated the help.

We waited almost 2 and a half months for our couches. I had to constantly phone to find out whats happening and i got different stories...basically i was lied to. Between Dante and the other ex-staff member, neither knew who was in charge of our couch process, saying the other one is dealing with it and neither actually knowing whats going on.

About 2 months after collection and being without couches, we got offered a couch to use in the mean time...that was so funny...a little late to offer, but appreciate the thought.

After about 2 and a half months, couches ready. Day of deliver...i waited and waited, losing another days work... i phoned Dante to ask if couches still coming...he said yes, but he has the strangest manners.
Our couches were delivered the evening, about 7:30pm. The 2 gentlemen were very nice people. They had something to drink, were the first 2 to sit on our newly covered couches, even took photos of them and sent photos to one of the gentleman. Also gave them pack of biscuits as we were concerned they may have not eaten and also to show our appreciation for them coming out so late.

This is such a long story, let me cut it a bit short...the couches have damages, one arm rest is much smaller than other, missing valcro, etc...
Dante then has the cheek to tell me that we damaged the couches. I have sheets over couches since we received them.
I spoke to Dante on the phone, i was crying, angry, and sad...he couldnt have cared less. Not an ounce of compassion.

Also, Dante and ex-staff member said the 2 doors of our wall unit will be fixed and no charge. Dante said the doors have cracks because the Kiaat wood was not dried properly and that why it cracked. Guess what, now Dante says its not covered, will be charges etc...

I knew when Dante said we must pay remaining balance before receive the couches, it would be a mistake. I even told him on the phone that i am afraid to pay, and when couches come and there are problems, they wont care because we have paid. And yes...we paid and have problems...so why shouls they care.

My aunt had problems with Rochester...she purchased a lounge suite...what a story.
I have family that wants to purchase from Rochester, and i feel bad not to tell them how scary Rochester is.

So my dream of getting the bedroom suite and dining room set from Rochester...is gone. We are too scared to purchase anything more from Rochester. If only we first read all the complaints on the internet...but now a little late.

I tried calling a number i was given by Dante to take matter further, just goes to voicemail. I tried head office... voicemail. I left messages for both. Will see if i get a response.

If only Rochester could have some compassion. I like to look after things. Before purchasing an item in a shop, i check to see if any damage etc... i like things to be perfect. Its because i appreciate what i am getting, what we get... now to have a lounge suite look like this. I am so sad. Husband is not happy at all. Says he will not leave it like this and neither will i.

Please please please be careful when purchasing from Rochester...your relationship with them will never end...if it were a good relationship, fine...never end... but its sadly a negative, battle of a friendship...one that makes you cry, feel frustrated and completely sad.

I hope Rochester will have compassion and sort all out