Rochester Furniture
Reviews and Complaints

Absolutely pathetic service received from Rochester!
Apart from incorrect pricing being advertised and Rochester not willing to honour their deal, I received an email to communicate that my order would be cancelled from an extremely rude consultant who refuses to give us a call or a contact number. Furthermore, my payment for the online order done immediately however I am still awaiting feedback as too when I will get a refund on a purchase I'm not receiving!

Please note the complaint due to very poor service and after several complaints to the store it self (Pretoria, Kolonnade)
I have regrettably purchased the Layla Bedroom suit from Rochester Kolonnade - and had so many issues that it is frustrating to even type them out:
1. Delivery of the set was scheduled, confirmed and communicated to me as the customer on the 20/04/2021 for delivery on 22/04/2021. After not receiving the suit I called the store that advised that the suit will be delivered the next day - 23/04/2021.
On the 23/04/2021 I went to the store to follow up on the delivery as the sore did not call me - they advised that delivery will be done on 24/04/2021.
2. On the 24/04/2021 the suit was delivered at my house but the team was reluctant to carry suit upstairs and assemble - they then left and returned later with additional people to carry suit upstairs.
3. On delivery I noticed that I did not receive a chair for the mirror table - this was optional according to the explanation from the delivery team, but the option was never provided to me by the sales person. I called the to inform the I will come to purchase a chair.
4. My guests had to assist carrying suit up stairs and delivery team was very rood and wanted to drill holes into the suit to assemble it.
5. After assembly it was noticed that the top drawer of the mirror table's wheel was broken and could not pull out.
The delivery team was reluctant to take the drawer back and also wanted us to sign full delivery - if I signed I would never receive the drawer, especially based on my current experience.
6. On 25/04/2021 I went back to the store to follow up on missing drawer and to purchase the chair. Upon me entering the shop the sails person was standing in a vest in the shop and prior to assisting me put on his shirt and loosened his pants completely (In front of me) to tuck in his shirt - I complained about this as I see this as sexual harassment and very disrespectful - the store Manager was speaking to the sales person while his pants were completely loosened.
7. The Sales person advised that I should have returned the entire suit due to one drawer being broken - this is a ridicules request (and if this is a requirement from the company this is ridicules) as the suit is heavy and massive and caused damage to my house (Whole in the sealing) while carrying it up, now the request is to carry the entire suit down (Damaging the suit and my house) to only replace the drawer - that is not logical.
8. I purchased the chair from the store manager who could not show me a picture how what the chair looks like - but very tired of the issues I just purchased the chair - asking for discount he advised that he cannot (Not even willing to) assist.
9. Sales person called manufacturer to get new drawer and advised that it will be delivered to me. I requested them to keep me posted on the status.
10. Receiving no feedback on the status of the delivery of the chair or the broken drawer the warehouse called on 07/05/2021 to advise that they will deliver the chair.
11. The drawer was still not delivered.
12. 11/05/2021 the warehouse delivered the drawer and upon delivery noticed that the drawer does not fit.
13. At this stage the frustration is so high that I want to return this suit and want a refund. The delivery guy advised he will return to the warehouse to get another drawer - please note if this drawer is not correct Rochester will refund me.
14. Please also note that I will be logging a HalloPeter complaint due to the extremely bad service received and the unwillingness from the store.
15. I will never purchase any furniture from Rochester.

Worst company to deal with, biggest regret ever to have bought a coach from them. First I bought a new couch which I discovered that it is not new because it was sluggish on the day bed side. I called rochester to report this in september 2020 everytime they would tell me they will call to arrange for collection but they wouldn't instead i'll get a call from the driver telling me they on the way, like wtf? Eventually in february 2021 they came to collect the couch and no feedback has been communicated to me, I have no idea what is happening and when am I getting back my couch. When you call their service line it rings then cuts off.. I want my couch back please! Just give me my couch which I paid for and we'll never have to deal with each other ever again am done with such nonsense service
Name: Zoe Ndaba

I bought couches on account from Rochester, my 3 seater recliner couch broke during lockdown. I reported it, they came and fetched it in October. It is the 23rd of February and I still do not have my couches. I have phoned numerous times, they sometimes say they will arrange for the pick up of my couches and then are surprised to hear that they have already picked up my couches and I am waiting for delivery. I was promised delivery on the 6th of February, they said the driver will phone me about an hour before delivery. Nobody phoned me on the 6th of February. I have complained online, I have complained on their Facebook page and still nothing, all I get are promises that "someone" will be in touch with me shortly. I have phoned again today (23 Feb 2021) and was promised delivery on the 27th of Feb, again told the driver would phone me an hour before delivery. When I asked for some kind of guarantee that this would indeed happen, I was told they can't give me one. When asking to speak to a manager, said manager responded saying he cannot take my call as he has other things to do and I should just send him an e-mail. His name is Sameer Fakir. Still no couches, still no guarantee that my couches will in fact be delivered as promised.

Good Day

I have made a special layby order on the 05.09.2020 and I was assisted by Nkosana and he was extremely helpful at that time and he confirmed that on the next following Tuesday he will place an order and they will start making it and by the time I pay it up it will be ready to be delivered. I did promised him that I will settle my couch on the 20th of September and he said I will get it at the time. I did not settle the account in that September because of health reason due to being admitted in hospital however I did trf the outstanding balance of R10 800 on the 20th October 2020.

What pisses me off is that I am the one who need to call them to do a follow up on the time, they don't even give me a courtesy call to tell me what going on, it is always a story after a story all the time

Dear Sirs

I purchased MISSOURI QUEEN STD LU BED (Product code [protected], Total value R16 490.00) at Fourways Fochester furniture store on the 23 December 2020 and was assisted by NishanPillay and afterwards by Linet Jaka. We agreed with the Store to make the delivery between 12th and 13th of January 2021, however i was suprised to be told on the 11th January 2021 that the delivery is taking place where i was forced to arrange someone to be present when the delivery take place.

The bed was delivered on the day but upon my arrival i discovered that they did not assemble the bed completely but half job was done. Through my assessment i discovered that they failed it assembly the full bed because there's some defect on it.

I then called the store, sent them pics and they advised me that they will arrange warehouse to come back. They did come back on the 13th January 2021 and unfortunately i was not around but i arranged my sister to be around.

I was then told that everything are in order and the bed was assembled fully. when i came back from work i assessed the bed only to find out that what i discovered about the defect was correct because instead of tightening the screws they could not do that but pushed them so they could look like they are fitted properly.

I then spoke to the Store who promised to exchange it and exchange was arranged i was called by the lady at warehouse by the name of charlote on the 14th January and promised that i shall receive delivery on the 19th January 2021 and they shall call me in the morning before 8am on the 19th January 2021.

On the 19 January i did not receive a call as promised. I called and when i called i was rather told that the delivery was not going to take place anymore because there was a stock-taking despite been promised that i must be around for the delivery.

As a results of this empty promises i made myself available for the delivery and furthermore moved all my business meetings, and even incurred costs to get someone to do my job.

As promised the delivery did not take place and no one after spoken to the store (Nishan and Linet) and warehouse (charlote) to advise me their position.

I demand my refund within 24hours failing which i am going to take legal actions.

my contacts: [protected]@gmail.com/[protected]

So not going to ever use this company again in purchasing furniture and I'm going to spread the news of their bad service I have received as well. I purchased an TV unit in December 2020 it arrives but not assembled correctly even though I paid for this to be done. Log a complaint and get a reference number so this all happened on 28 December 2020. Eventually get told they are going to replace it and send us another unit and exchange it. WAIT for it get sms 6 January 2021 be home so we can deliver oh it is now the 18 January 2021 and still no deliver. Oh, wait for it again we get told warehouse delivering today and they can deliver anytime in day. Oh, wait for it again and guess what nothing has been delivered. Shocking Service from sales, too complains head office to warehouse. Very unhappy client Mr and Mrs Tilbrook first time buyers from Rochester furniture Cornubia Durban.

My name is Andries van Schalkwyk. On 18 December I paid for 2 cabinets plus delivery to my home in Meyerton. Firstly I asked if delivery will be made before the 24th December, Lindile Mbane from Boksburg branche promised me that my purchase will be delivered before 24 December. I said the purchase is a christmas gift and if not delivered in time I will claim my money back. The next few days I received a few messages. The messages claimed that my purchase would be delivered on 23 December. Keep in mind it has been a week later already.23rd Came and no delivery around 14:00. I then phoned the store manager Collin and he just brushed me off saying deliveries are done even at night time. He said it isn't even 15:00 hours yet and that if message said delivery will be done on this day they will deliver. I then explained that I stay at a Retirement Village and night time delivery is unacceptable. He just said that delivery will be made same day. Needless to say 3 o'clock came and went and no delivery was made that day. Once again without anyone contacting me to arrange for a delivery. I received a message at 17:30 that delivery will be on the 31st December. I then phoned the store on 24th and said There was no delivery done so I will come collect my money back. The response was there is nobody in store to do the refund. I then went to the store on the same day and spoke to the store manager. He just gave me the contact number of head office after I asked for it. I then phoned the head office manager giving my complaint. I was not permitted to speak to a manager before a case number was opened, witch we did at this time. I spoke to a lady called Dolly to handle my complaint. She gave me a case number and said the issue will be handled in 7 working days. She said management will contact me later today. Keep in mind I just want my money reversed and do a purchase somewhere else. On the 28th December I called the lady Dolly and person on the other end of the line said there is no Dolly working there. Then suddenly the lady said Dolly is busy with a client on the phone. She asked me if someone contacted me and I said no. Keep in mind I just want my money reversed, I do not want any merchandise from this store now or ever in the future because of how I am treated due to the lack of decent customer service. I then received another message after hours, witch is getting a pattern at this stage, that delivery will be made 31 December. I am beyond the point of doing any purchase at this point, I just want my money reversed so I can do a purchase somewhere else. Even the R604.35 for delivery that I paid for already is excessively high. No-one in Gauteng region pays so much for a delivery anyway. The amount which I paid is R4 685.00. I refuse that this case lingers any further just so that this company claims handling fees etc. My case number is #[protected] that was sent to my phone on a later stage. I am really getting frustrated at this point of receiving messages of delivery that will be done on 31 December. I just want my money reversed in my account and that's it. Please respond by telling me I can come to a store and my money will be reversed in my account. I want nothing fom this store at all.

We bought coaches at the Polokwane store which are now fully paid. They had to be returned back to the store due to faults and promised to get another coach. It has been months now and we have not received any coaches as yet and the store manager (Mmabatho) kept on telling us that they are waiting for finance authorization. My question is, does it take months to authorize when customers have to receive their goods but less period when we are required to pay the store? This is absolutely poor service and we are frustrated as we don't have coaches to seat on at home. At least give us our money back and we can buy where we are valued.

Good Day

We settled on goods at Rochester in Boksburg on 02nd December 2020. The salesperson Mpho acknowledged that once goods are paid in full all that they require is POP sent to him and goods will be delivered immediately at no charge. Goods were paid in full to the amount of R37000.00 on 04/12/20, and immediate payment made via the bank which costed us R70.00. We sent POP to Mpho and he promised us that goods will be delivered on 04/12/20. Endless call were made to Mpho and still no goods were delivered. We waited on 05/12/20 for goods to be delivered and still no delivery. Called Mpho and he promised again that goods will be delivered. Saturday 06/12/20 we called Mpho again and he acknowledged that goods will be delivered before 11am. Saturday passed and still no delivery.

Please note that in the meantime we sold our current lounge suit after payment to Rochester and during the weekend we had visitors which had to opt to sitting outside as we had no lounge suite as Rochester promised us that delivery would take place on Friday 04/12/20.

Sunday 06/12/20 we went into the branch and my details were not found on the system.. no branch manager available and Mpho was not at work.

Monday 07/12/20 the Branch manager Colin called me stating that Mpho did not load sale onto the system but goods will be delivered during the day. Called Colin again at 12pm/14pm/15pm and salesperson said he was busy on another call.

To date my goods have still not been delivered and in conclusion Rochester not only gives utter poor customer service satisfaction but also lies and shows no regret

Regards
Marlin Abrahams
[protected]

We purchased couches from Rochester end of 2018 and early 2020 January I filled for repairs of my recliner and they came and took my 3 seater and two sitters. Only returned 3 seater recliner and it was not fixed they returned it the same way. February I sent email and complain about the couch they never returned. March we had lockdown and I let them be.
But once everything was opened in August I followed up on the couch and till today we still with one couch that is fine and 3 seater they didn't fix and off cause the missing couch. They always call and ask if We received the couch but never deliver.
I want my money back since they failed to return my couch and the warranty is useless because they failed me.

Please can you assist, because i'm tired it's December and am stuck with broken couch and the other one missing. From January till December just to fix a couch.

We also went to the store to complain northgate place were we bought them and nothing. Keep saying they will call warehouse.

I have layby couches at Rochester kolonnade retail park in August and a month later when I settled them, I was told that they were stock out. I have been waiting for new stock till date, every time when I make a follow up am given a new date. The sales agent does not provide feedback until I ask her. I have escalated the matter with their client service department and till date I didn't not receive any call regarding my complaint. I will never purchase anything from Rochester store
User's recommendation: Never purchase anything from Rochester.

In 2018 I bought the leather uppers couches 3, 2, 1 seaterat Rochester. Late last year the recliner part of the Couches is peeling off. Now it is also continuing and also pealing of on the second couches as well. please assist.

Good day

My complaint is based on the daily phone calls (up to 15 calls a day). I am being forsed to confirm an amout that I prefere to pay monthly and date I would like to pay.
I am not in arears and a have never skipped a payment nor have I ever made a bad payment but I continue to receive calls on a daily basis as if a am a bad customer.
I feel that I should have the right to pay any amout a am comfortable to pay as long as it is the agreed instalment amount or even more than the instalment amount and I should be able to pay anyday of the month as long as it is before the due date.

I am sick and tired of receiving daily calls as though im a bad customer.

Rochester im sure you will loose a lot of customers because of this, no customer would want to be called for this.

I will never buy from you again if this is the type of treatment your customers receive

The Management of Rochester Colin Bresler and the Management team

Colin I have written to you on the 15 September 2020 about and issue I have had with Rochester Furniture since August 2020 and we are yet again a month later lots of promises an opportunity to right the pathetic service we have had and I am sitting here with stress and anxiety issues because of Rochester

As per my discussion with Aneske on the 04/10/2020 she agreed that we no longer want the Sicicly as we have taken delivery 3 times with issues from date of purchase it was agreed that we exchange the suite for the Camden to be Master guarded before it comes to us.

We also agreed that we would wait. On Wednesday the 14/10/2020 Lidia called us to say that the Lounge suites will be exchanged Master guarded by the 16/10/2020, possibly on the 15/10/2020

We agreed and left it as such, no word on the 15/10/2020, on the 16/10/2020, we cancel all our meetings because we need to be available in the anticipation that this Rochester will actually honour there word I called Lidia at 11:55, she will call me back the driver is at the ware house. She does not call me back, I call her back at 13:30pm because I need to pick my daughter up from school, she will check with the driver and call me back. AGAIN SHE DOES NOT CALL ME BACK, I call her back at 16:54 she will call the driver.. DOES NOT CALL ME BACK AGAIN. Eventually at 18:15 Still waiting like damn idiots I call Aneske, she calls me back to say Sorry She cannot get hold of Lidia or the driver.

The driver calls me to say he was waiting the whole day at the warehouse only to be turned away because its closing time.

Lidia calls us at 8am this morning we at church to say she is Sorry (mind you your employees always understand (maybe another language certainly not English) or they are sorrr), but they will deliver at 11:30am, we rush home and now I get delivery at 13:15pm and guess what THE LOUNGE SUITE IS NOT MASTERGUARDED, but once again they will do it on my laminated flooring which they messed up the last time.

Colin does Rochester think we are a bunch of idiots, I have lost time, money patience and work days because of incompetence and there is no response from your management

National Consumer Council I have copied you on this e-mail and I have officially logged a complaint on this.

Derek Watts - Carte Blanche I have also sent you a request on your website here is a story of how consumers are fighting to get what they paid for and how a company treats consumers like total idiots.

We purchased a couch from Rochester Park Meadows branch last year. Upon noticing that the foam in the cushions was tearing which left visible dents on the couch, I went to report this to the store as the couch was still under warranty. The cushions were collected on the 8th of September 2020 for repairs and to date they have not returned. We have made countless calls to the store and the warehouse enquiring about our cushion but no one has answers for us. I wish I have done my research before buying from them. The service we have received is appalling.

I bought 2 occasional chairs (bentwood) from the cornubia branch in durban. I when I opened the box for the chairs in my home, I found the front right leg was broken on one of the chairs. I phoned the store the next day, they assured me they will lay a complaint and arrange for the chair to be picked up however I still have the broken chair in my home that is taking up unnecessary space