Rochester Furniture
Reviews and Complaints

I have purchased a couch from Rochester online. They lost track of the money and couldn’t find my order. Finally found it, it got delivered and was the wrong couches. I’ve been back and forth trying to sort it out and they are completely useless. From the call center . To managers, to everyone in Rochester I am so so disgusted by their service. I thought they was a reputable company but they are so useless and a scam. I am completely frustrated with how they handle customers

I went to your store in Pietermaritzburg midlands mall to order a single recliner sofa special order then I have 12k deposit it was in september then waiting but no one came back to me then decided to go there for follow up onlly to find that mu order was cancelled then I redo same order then waited till monday when I was told that my second order was cancelled again so was treated like a piece of [censored] for almost 2 month then now they dont want to give me my money to use tomorrow to buy sofas to other stores told me to wait 10 to 7 days and this has caused a big problem to myself n family and I need compensation for all my petrol n time going tjere as well as emotional disturbance cause by your staff to me Mbuyi Nkabinde and her manager n I wont recommend your store to anyone after these

Good day,

I bought a Nordic bed on 20/05/2023 for R5213.05 plus the delivery fee R430.43. About 2 weeks ago one of the panels underneath the bed got loose and one of the wooden "screw" broke. Last night the other panel got loose. I cannot fix it as the frame of the bed crunches where the screws came in.

The quality of the bed is very poor as im the only person sleeping on the bed. My weigth is 64kg. If i had someone sharing the bed we would be sleeping on the floor.

I bought my iterms at Rochester polokwane game center on the 08 August 2023,upon collection on the 09 August 2023.I was informed that there was no authorization for me to collect my items, meaning I could not collect will have to wait for authorization to be issued out.

I feel I should've been informed about the authorization issue before I went for collection, now all the time is waisted going there and have to wait, still have to go back there again it's tedious, can my authorization be attended to and be informed when my items are ready for collection.account number 7432728

The Lennox LS that I saw at rochester northgate, is not the same as what was delivered. I got the wish.com version! Absolutely fell in love with this couch it's a piece. I purchased it on a Thursday & it was delivered on the Saturday, great right! NOT on the Sunday went to change the legs to the chrome ones & noticed all the stitching is out of whack & there was a tear in one of the seams. So I logged an immediate complaint telephonically then I emailed the pictures about my concerns. received zero feed back called day after day only to be told its been escalated & I then phoned the store that I  purchased it from & was told use it as is a replacement could take up to 7 days. So I covered it up & waited. Got a call on the following Tuesday 9 days after it was delivered to say my replacement was on its way great! NO it wasn't so the first piece they brought in was the day bed side & in comparison to the one I already had it was so messed up even the delivery guy said to me I must pick which one was better & I just had to laugh. Why must I pick which one was better they supposed to be right. Anyways I now have half of the original delivered couch & the other part is from the second delivery let me not even start about that piece its not level with the rest of the couch everything is portioned differently & let's not even get into the terrible stitching which is even more visible from a distance now.

I was charged over R1000 for fabriguard and fabriclean cans. The sales person advised that the fabriguard had to be applied to the couches before sitting on them. The couches were delivered without the cans. I called the North Rand Road branch three times on the day for an update. They never called back but actually asked ME to contact another branch for assistance.

It’s been a week with nobody reaching out to me.

Worse service ever.

May concern – Rochester Head Office
I just want to bring to your attention that I have a problem with the Rosenborg daybed lounge suite that we bought from Rochester Bay west Port Elizabeth. We have had several calls locked with no luck. We also have negotiated with the branch manager Celeste at Bay West branch Port Elizabeth about this problem. She is the only one that is willing to help with this problem, but she also doesn’t get any response or feedback from her Area or Regional manger.

Please let me explain the problem:

We bought a Helsinki lounge suite from Rochester in October 2022 which was faulty. They came to pick it up and brought it back and said they couldn’t repair it and they were going to give us a credit what they did. Celeste asked us if we would like to purchase another lounge suite from them and we then decided to purchase the Rosenborg and paid in another R4000.00. At that moment we were moving and it was arranged that the Rosenborg lounge suite had to be delivered at the end of January 2023.

The Lounge suite was only delivered on the 9th February 2023. Attached please find the photo’s of what the lounge suite looked like when it was delivered. We took it up again with Celeste the branch manager where she arranged for it to be picked up again for repair. They picked it up on the 13th April 2023 and delivered it again on the 27th April 2023 with a note on it that reads ”SEALED WON’T BE REPAIRED” please see note attached.

Celeste logged another call with no luck. This lounge suite is only 2 months old and we paid R 18000.00 for it. We would like a refund and do not want to buy anything else again. If I don’t get any feedback before or on Friday the 5th May 2023, we will take this matter further. If you need any more info please do not hesitate to contact me

On December 20 2022 I bought Chairs and tables for R 29150 cash, Reference Number: [protected]. I was assisted by the Branch Manager. Clearwater Rochester Furniture.

On December 24.12.2023 the chairs where delivered, when the delivery team unpacked the chairs, I realised that the chairs where dirty. I informed the delivery team that the chairs are dirty, and I do not want them as they are very dirty.

The delivery team advised that the chairs cannot be returned to the warehouse as the warehouse was closed, they phoned the store and spoke to a sales consultant who also advised that their clearwater store will also be closing therefore they cannot accept the chairs, He said that it was not his responsibility to collect I must arrange with the call centre. I reported the chairs that I did not want them the same day and they forced me to keep the chairs because the warehouse was closed, and their store was closing. I spoke to the store while the delivery team was still here and the delivery team , said they have nowhere to take them.

I wrote on the invoice that I am forced to keep these chairs and also sent an email that I am forced to keep the chairs on the same day 24.12.2022. The branch manager responded on the same day 24.12.2022 and said that she would escalate the query for me on 28.12.2022 when she returns to the store. She also said on the email that what the Store team and Delivery team told me was a lie, and I was not supposed to take the chairs. (refer to email trail below). I also sent photos of the dirty chairs to the branch manager.

I followed up with the Clearwater Branch Manager every day for three months on when the chairs will be exchanged, and she kept on promising me every time that the warehouse will come. 3 months passed and the chairs was still not exchanged, there was very little communication from the store side. Every time I phoned, I was told they will be delivered next week. On March 03.03.2022 the Branch Manager said that the chairs have been delivered to their store and she will arrange for delivery and to date that never happened.

I then logged a complaint against the store at complains department - Reference Number [protected] on the 31 of March 2023. Since the call was logged again there was no feedback on when the chairs will be collected.

After waiting for three months with no feedback I then requested a refund and supplied all corresponding documents to the Branch Manager and sales consultant 05 April 2023.05.03.

Again every week I was told that the warehouse will pick up the chairs so that they can proceed with the refund , and to date the chairs have not been collected and I have not received my refund.

I have phoned the call centre to follow up on this case Reference Number [protected] and they have escalated it with the store 3 times already in the past month, but chairs still have not been collected.

I phone the store and I don’t get adequate feedback; I phoned the call centre and they escalate back to the store, the store blames the warehouse and I still don’t have my refund.

When I request to speak to a supervisor or any escalation point at the call centre , they tell me the best they can do is escalate to the store manager, the very store manager that I purchased from and has been promising me week in week out with no proper feedback.

Not sure what else to do.

Ref ro-furn-[protected]-2731 I bought couches from your store in oct 2022 after delivery I sow that there was damage on them due to the delivery people that did not take care of them on delivery.

Took photos and logged a call at ho they did not want to repair my couches. Went to the greenacres store and they said they would log a new call they sid they are willing to repair them but it will happen in feb 2023 when factory opens.

My couches was collected 01/03/23 after 3 weeks no respons when I phoned I was told that I must pay for repair. The assistant harold from greenacres then said that they will return my couches that was 3 weeks again I am still waiting from my couches to be delivered. They said last week wednesday 19/04/23 they would deliver. No delivery was done then when I asked again it would have been 22/04/23 stiil no delivery. I am not happy with this bad service nobody gets back to you

We bought a launch suite at Rochester Clearwater mall on the 8/4/23 and was promised that the delivery will be today. I called the store this morning to confirm the time of the delivery and was informed that the delivery will only tomorrow after we made arrangements for someone to be here to received it. This is unacceptable. We bought there before several items and everything we experience the very same bad service. Please assist me in this matter

This complaint is not so much Rochester itself, but the after care service.

I purchase a lounge set from Rochester. 2 weeks later the one recliner broke.

I sent all the information to the sales person with photo's on the 7th of Feb. He assisted immediately and lodged the complaint for collection and repairs.

However, it is now a month later and no communication from the repairs office, and not collection either.

After numerous of phone calls, it was scheduled for collection 24th Feb. I phoned them at 2.45 on the 24th as still no collection took place. The response was, the driver will collect today. No collection took place. I phoned them the Monday, and they checked on the system and saw that it was not collected. They lodged a complaint. Someone was supposed to get back to me within 24 hours. Nothing.

No communication, no phone calls, no collection - a month later and I still have a broken couch.

Again I phoned this morning and they said it will be prioritised for collection.

Let's wait and see.

From: Clint Moollen

Sent: Sunday, 26 February 2023 10:57

To: 'Rochester'

Subject: RE: [ Ticket: 110877 ] Repair

Good Day,

I am again following up on this query. After many calls and emails, this remains unresolved and escalations on this matter seem to disappear into black holes. Could I please get feedback on this and can you advise me as to when someone will be coming out to repair/resolve this? Your call centre (when I was able to get through) indicated that someone would be sent, but that was months ago.

Could you please assist as a matter of urgency as your product is falling apart? Failing to do so, could you then rather refund me so that I can arrange a replacement product of a better quality. I am disappointed and getting frustrated with the very poor levels of service that I have received (or rather not received)

This dates back to March 2022 (Order Number #[protected]) when we placed the order and then September 2022 [ Ticket: 110877- Repair] when the couches started to fall apart.

Thanks,

Clint Moollen

[protected]

Rochester

In October 2021, I bought a set of couches from Rochester Fourways, to be delivered in a village in Ga-Mashabela Limpopo. I was charged around R900 for delivery, with the understanding that the set will be transported from the Rochester Polokwane branch to the requested delivery address in Ga-Mashabela. My order was delivered without any hiccups.

On the 6th December 2022, I bought more items from Rochester, 1 3-seater couch and 2 occasional chairs. This order was also meant to be delivered to the same Ga-Mashabela address. Again, I was charged around R900 for delivery, because the items were to be delivered from the Polokwane branch.

My order was meant to be delivered on Thursday 8th December 2022. But on the 9th Dec, I received a call from the sales man (Lebo) informing me that my order wasn't delivered because I was undercharged for delivery. He said according to the warehouse, I needed to pay an extra R1 500 for my order because the requested delivery address is outside of the delivery zones. I explained to him that I made a purchase the previous year with the request for the order to be delivered at the same address I requested now and I was charged the same amount he had charged for my new order. He explained that he just recently learned that the store has changed its delivery policy since my October 2021 order.

Because of the steep delivery fee, I told him that I'll have to cancel my order. I went into the store on Monday 12th December 2022 for the order cancelation. Again, Lebo was the assisting. I asked if there absolutely nothing that can be done to waiver the additional cost, as I am a repeat customer. He explained that he spoke to his manager and the manager said there was nothing they can do to assist me. After capturing my refund request, I was told that I'd receive my money back by the end of December. Lebo explained that the store's policy is 5-7 working days but just to add a buffer, I should get my money around the 28th December.

On the 23rd of Jan 2023 and I still hadn't received my refund. I called Lebo last week to find out what's taking so long. He said the system the store uses to track refunds has been down since Monday (16/01/2023) and that he'll give me an update on Saturday (21/01/2023). I reminded him that I he said I'd get my refund by end of December, so the system being down for a week still doesn't explain why my refund hasn't been received yet. He emphasised that he'll give me an update on Saturday, but I he didn't get back to him. After a few more tries (going into the store again, calling the sales person and the store again) I finally got my refund on the Monday (13/02/2023). It wasn't the full amount as the delivery charge was not included. I went to the store on Wednesday (15/02/2023) to follow-up on the rest of my refund and I was told that I'll get it "hopefully" by Tuesday (21/02/2023).

In closing, I'm disappointed at how a big store like Rochester treats its customers. Whether you're a first time customer or a repeat customer, that doesn't make a difference to the store. I don't feel valued as a customer.

I just want to get my money back so that I never have to do any business with the store again. I'd like to know how much longer I need to wait for my money because I still have to buy the furniture I had ordered from Rochester, from a different store. I'm being held ransom by the store.

Couches were delivered torn on the 24th December 22. Logged a call with the complaints department on the 26th December 22 and Rochester Clearwater Mall via email. I have not received any feedback or acknowledging of my email to date (9 January 2023). The couches have still not been collected either and I have not received any feedback on when they will be collected.

My name is Rakgwedi

I bought a dining room suites at Richester store Mll at Reeds and paid additional transport fee for long distance as I wanted it to be delivered to Mokopane.

I only received chairs(which are from Polokwane)and they are telling me that tables is still coming,,,is almost a month now and i want the store to come and fetch the chairs and give me full refund

I had a lay-bye of a couch with Rochester shop in Mpumalanga The groove mall assisted by Maxwell. I then relocated to Gauteng and got a bigger place where the couch was not going to fit. I then called Rochester and requested cancellation I submitted all the required documents on the 21st of October. I then called again on the 24 to check if my request was processed Maxwell said yes it is and send me a screenshot from his desktop. Over 15 days later on the 14th of November I decided to check since I did not receive the money Maxwell said he will check and let me know he didn't inform me till today the 15th when I send him a text to remind him only for him to tell me that my cancellation had errors the manager has sent it and I have to wait another 7 days. Why is it difficult to Rochester staff to assist us effectively so the same way they do when we buy? I am not happy with the service.

Good day,

March 12 I paid for a special order which I was told by the store has been declining. The store manager promised to do the order herself after submitting a refund form almost 2 months later. I’m almost on the 4th moth not even a day the store has called me, I went yesterday it’s still the same issue the order was declined but no one alerted me a refund was submitted and I was promised the money will be on my account the next day, I left with the store manager busy since I got in without any clarity or remorse shown. I want the money on my account again today.

I bought the lounge suit cash on Monday the 13th of June 2022 a R29 515 at Rochester, the Grove mall branch in Pretoria East. The sales man by the name Emmanuel promised delivery within 48 hours.

With everyday comes a new excuse. It's been 5 days and this morning, Friday the 17th he promised that delivery would take place by 12:00 or 13:00 and that the drivers have confirmed receipt of the goods from the storeroom in Boksburg.

When I call him again my calls were ignored and later, he's phone was switched off.

I drove to the store and found it closed at around 16:45.

I am very disappointed by the poor service especially considering that it was my 1st time buying with them

I unfortunately only saw their bad reviews after my payment and regret it deeply!

He also mentioned that delivery is from an external source and that the price is R495 which I found very suspicious.

I bought a lounge suite (Lennox) in Boksburg on 9th November 2021. The sales person was Mpho Dlamini and the branch manager Luendo.

There was a problem with the suite and it was collected on 22/02/2022. Pick up Note: [protected]. (For repair or replacement under warranty)

A new order was placed on 23/02/2022 for a new lounge suite (Skylar MR2 in Grey Graphite) as we could not get the original colour.

On 20/04/2022 I spoke to Luendo and he told me Cebi will phone me back (His no: [protected])

On 21/04/2022 I spoke to Cebi and he gave me the order no: [protected] and the date of the order was 09/04/2022 (Not the 23/02/2022) (Skylar 3 seater and 2 seater CAT5)

On 26/04/2022 I phone Cebi and he told me that Luendo will phone me tomorrow to do a refund and let me know when the money was paid back.

On 01/05/2022 I phoned to query. On 05/05/2022 they phoned and try to let us take a Brown suite that was on the shop floor, but I declined as it is not what I want.

On 06/05/2022 I phoned again, but I only got a reply that they will phone me back.

On 09/05/2022 Luendo is sick and Cebi will phone and find out.

This is all the correspondence I got. I bought a lounge suite that was faulty. Since February 2022 I did not get ANY joy from your company. Not a new suite or a refund.

I phoned 17/05/2022 and 20/05/2022 - still no word!

I bought a daybed and a dining room suite in March on Layby. On 20th April I paid off my lady with the hope to have delivery few days after payment. It is literally almost a month I am still waiting for my table and ottoman.

The customer experience is appalling to say the least- can I get an expedient response from you. The branch manager has not even had a decency to manage this or assist. The sales guy has disappointed me in his promised to get my stuff delivered. I am angry.