Rochester Furniture
Reviews and Complaints

I bought a server and wingback chair online in November 2019, got an email from them, Webshop will be in contact with me re delivery. Waited 3 wks, no communication further, emailed Webshop no reply up till today. I then cancelled my order, the same day, I received an email, my order is ready and it's on it's way. I replied immediately back that I still want it cancelled and request for my refund back, no respond from if and when I will get my money back. I am frustrated because their communication channels are nonexistent and they are extremely good at delaying tactics.

Dear Complaints Board,

I am truly frustrated and dissapointed with the non-existing customer services received from Rochester on-line order placed and paid for 03.12.19

Order number [protected]

2 Cairo Pedestals (Gray/white)
1 Cairo Queen Headboard (Gray/white)

I have to date not received delivery of my order placed and paid for on-line 03.12.19

Rochesters delivery terms indicated are between 3 to 7 days, this indicated on the order and payment confirmation received and confirmed on the online reply i teceived from Rochester 03.12.19

It is now the 09.01.20, over a month later and no delivery, no reply on my varioue e-mails sent to Rochester customer services centre, i even asked them to re-fund me if there was a proble.

When tracking my order online, it simply says there is no tracking available.

I have been in contact on numerous occasions both telephonically and via e-mail to their customer service centre, this to no avail...

Thank You,

Geraldene.

I purchased a Daybed couch online from Rochester on the 27th Nov 2019, the following day I received a call from 021 431 6475(their delivery department) informing me that they would deliver the couch the following day. I took a day off work and waited in vain, I never even got a call from them informing me that they were not coming. I have been calling this 021 number and there's always an automated voice recording saying "non of our consultants are available to assist", I have not once went through this number and the customer care line consultants also cannot assist as they tell me that they cannot do anything all I must do is wait until this non-functional 021 number calls me again. I have never been so pissed, companies like these take our money and treat us like garbage. I have just used their live chat option to enquire and again I was told to just wait for the non functional number to call me.

I purchased a dining suit from Boksburg. My first question to the salesman Sizwe was..." PLEASE do NOT send me the table which is standing on your showroom floor" No, no, I was assured we will send you a brand new one from the warehouse. This was on the 25th September 2019 and was told that the suite would be delivered on Friday the 27th, after the chairs had been master guarded. When the chairs arrived, I queried where the table was and the driver said his paper work only showed the 6 chairs to be delivered. He knew nothing about the table. I called Sizwe and told him there was no table. He then spoke to the driver and I could hear they were arguing with each other, although I could not understand their language. The driver then rudely told me to sign the paper work for the chairs so that he can get on with his other deliveries. Sizwe informed me that another truck would be delivering the table later that same day.

The other truck eventually arrived at 18h45. They assembled the table and the wood cracked in 2 places (of which I have photos). I called the store on the Saturday and informed Sizwe that the table was damaged. He was totally unaware of this. I then checked the 2 delivery notes and was that the table was collected from Boksburg store K503...then I knew...Sizwe was being dishonest and sent me the table from the store.

I then went to the store and he almost fell off his chair when he saw me enter the store. Then to make matters worse, he lied to me and told me the table had been delivered to someone else "Just that same morning"? Really? I am NOT an imbicile. I had taken photos of the table in the store before I had decided on which set I was going to purchase and all this after his "NO, no, we will deliver a brand new one from the warehouse". It so turned out that there and NONE at the warehouse and they are still awaiting the shipment.

After hearing this, my husband inspected the chairs VERY thoroughly as well and we then realised that the entire set if of an inferior quality.

We then went to the store AGAIN on Monday the 30th Septemberand advised the manager Colin that we no longer want this dining suite and that we would like a refund.

He asked me to send confirmation of my bank account as well as my ID and the refund could take up to 7 days. It is now the 7th October and I have still not heard anymore. Today when I called Colin, he informed me that they had to collect first before I receive my refund.

This is unacceptable...I have read NUMEROUS complaint on Hello Peter about people who after 2 and 3 months are still awaiting their refund.

I have now requested a refund from the cash department and the lady Sherrie is escalating the matter to the area manager. I told her I want my refund before they collect. I will now be subjected to paying interest on my credit card and I'm sure Rochester will not re-imburse me those charges.

They expect me to trust them, but they will not trust me to collect AFTER receiving my refund.

These things should work both ways.

I am a VERY unhappy EX rochester customer.

I was even considering purchasing another set, but after this, I point blank refuse to deal with this company.

I visited the Rochester (Park Meadows) on Sunday 24 September 2019 where I was assisted by a male employee, I think by the name of Jacob. I wanted to buy a couch, that was on special, on a credit agreement. This gentleman also assisted me with the opening of a credit account. The problem began when this gentlemen started asking me to sign documents without even explaining why I was signing, during the credit appliation process. I had to ask why I was signing and another colored employee would explain to me what I was signing for and why I was signing. the colored employee kept assisting Jacob on what to do and how to do it, I'm not sure if Jacob was new. I was uncertain about the insurance and additional costs but the colored employee explained everything very well to me because Jacob was struggled a bit. I only recall Jacob saying to me my documents will be sent to the finance department at their head office for some checks and then once that has been done I will receive a call from them asking me if I want to commence with the credit agreement. A few weeks later I contact Rochester Park Meadows enquiring about my credit application and I spoke to a lady who checked on the system and I told me the credit agreement had expired. I asked her how because I have been waiting for a call from them after the financial checks, as discussed to me during the application process. The lady asked to call me back and then when she did Jacob spoke to me, I tell him I'm confused why I'm receiving SMSs asking for my ID, proof of address and bank statements when I submitted these documents when I first applied. Jabob's tone was unacceptable. He then tells me the special has expired because they were waiting for me to call them back once I have read the insurance documents they had given to me. This to me is ridiculous, I believe I should've been contacted by any rochester emoloyee when the expiry date was approaching to check with me if I was still interested in the product, which I still am. Jacob then gave me an altimatum asking if I'm still interested in the application or not? He didn't even tell me that if I was still interested I would then have to buy the couch at it's original price and the ottoman would then be excluded, I had to ask him myself if the couch would be would be sold at its original sale price. Jacobs tone was demeaning and he did not care at all. I'm not sure if calls are recorded at the Rochester Park Meadows but I need for our conversation to be traced. Not once did Jacob tell me that I have to come back myself and tell them that we can proceed with the application. If the cameras have audio I would love for our conversation during application to be tracked. Customer services is about treating the customer with respect and that needs to be reciprocated to the employees as well. I believe customer servicing includes contacting the client and getting info from the client especially when it involves credit agreements, there was major miscommunication in this case. The client should never have to go out of their way to notify the service provider of anything unless expressly discussed and understood by both parties. In this case it was Rochester's responsibility to contact me regarding this credit agreement to check if I was still interested. I am still interested in the special.

I hope to get a way forward.

Regards,
Nokwanda Ndlovu
[protected]

I purchased a bed at Rochester Thavhani mall Thohoyandou on the 29th August 2019 and the lady Nesta said the bed take 6-8 weeks. Today on the 2nd of October 2019 I went to check how far is the order knowing very well that next week it will be delivered. She showed me on the system clearly showing that she only ordered the bed yesterday the 1st of October and she then said it will take 6-8 weeks which was not what she said initially. I'm disappointed at the service and lack of communication and communication to me as a customer.
Will like to know how do I cancel the order since I'm not even sure when will I get the bed as she too cnt tell me..

Been battling for more than two months to get my couch fixed and back to me with no luck. 6 appointments made for delivery to be made to my house 5 times didnt pitch after I had to take of work. Once they rocked up with a even more damaged couch not fixed at all. Dismal service. Looks like management has no control over here staff and am not able to even do a simple delivery.

Home >> General >> Rochester Complaints - Bad service and unethical manner
Company Name : Rochester - View All Rochester Complaints Posted : 5 Jun, 2019 by 90932625Send MailForward ThisREF NUMBER:[protected], RO-AT-[protected]

Rochester has a bad service ever in the retail stores.I purchased a couch on the 15/04/2019 and after two week I noticed that the couches are sagging sinking so I called the sales agents who I purchased the couches from and he said he will call back but he never did, I continued to attempt to get hold of him until I managed. The couch was collected on the 15/05/2019, but until to this date has never been returned. Tuesday I personally went to the store to get the clarity but to my surprise the agent was giving me an attitude. I called the customer complaint to check how far will my couch be brought back and to my surprised no attention was made to my complaint.
Please this retail store is failing so many clients if you can have aclook at the couches they sell in the shop and the one's they delivers they are totally not of the same quality.Now at my place I have nothing to sit on but I bought the couches.

Good day,
Today I ask for assistance, as I am of the opinion that the retail store (Rochester Mall@Reds) is not living up to the name that once was a strong house hold brand.

Customer no : 212194 - couch
Customer no: 2887464 - Bed

Two (2) couches and one (1) bed set was purchased at the Rochester store. The purchase was cash with delivery and installation charged for. Items of poor structure, quality which led to the internal wood supporting beams breaking on both couches and frames of bed and side sills. The store offered poor customer service with myself probing them to assist. After endless calling to get the goods picked up, no follow up calls or even an email was sent to comfort us. I followed the basic protocol and went to the store physically and then via emails and phone calls. I tried my best to get the correct escalation lines to follow, though this was unsuccessful as you may follow in the email trial attached.
I finally get the items picked up and with no justification, no evidence provided on gross negligence or purposeful damage, the repair is rejected. NOT Factory Defect.

If one looks at the photos, its evident that the damages are internal, no exterior damage, as this is internal poor structure failure.

Photos taken by Rochester staff and myself at the same time of pickup

Kindly refer to the below claims
RO-ATLA-[protected]
RO-ATLA-[protected]

Desirable outcome, is to honour the warranty and repair the items purchased.

Hello Peter and Social media is reeking of complaints, and in some cases the very same items. So I trust there will be a positive outcome

Brandon Mudhray
[protected]
brandon.[protected]@ssp-worldwide.com

Absolutely shocking customer service and product. Bought a new bed frame in April, after 6 weeks the bases support collapsed sent photos complained nobody ever responded now the bed is completely broken. I demand a new bed with better support 😡😡😡😡😡😡😡😡😡😡😡😡😡
I phoned repeatedly reported it on facebook one guy phoned me and said he would send somebody out and nothing happened. My poor husband fixed it temporary but now it needs to be replaced phone me urgently [protected]

I purchased and paid for my aspen bed on the 12 September from the fourways crossing branch. Assured I would get a call from delivery agent to arrange for delivery on 15 September no one contacted me. I called the store on the 17th of September numerous times call not answered. Asked my father to go on the 18th. Mabel from delivery agency confirmed delivery for 20th of September and to be given 1 hours notice prior to delivery. Driver called when 15 minutes away. Bed assembled with missing parts needs to be taken back to the store. I am awaiting to be contacted about new delivery date.

I purchased 3 beds from the branch at mall @ carnival about a month ago and I was told to collect it at their warehouse last week Saturday. I made the remaining payments and was told that it would be ready for collection the next day. After hiring a vehicle to collect the warehouse says no payment from the branch has reflected. I then called the salesman and he stated that they where having technical difficulties but it will be released. After a 2 hour wait at the warehouse he gets back to me stating that they are still having difficulty and the warehouse closes at 11:30 . I then had to leave the premises without my merchandise and pay the driver as well. I was then told by the salesman that they would deliver it on monday. We have been running up and down signing document after document and still nothing gets done. I then called the store and was told by the salesman I am not the only customer and I must wait. The nerve and attitude is appalling. Now that everything is paid for this is the type of after service you get. I have also read the reviews and it is just as pathetic as the service however no one from Rochester responds. You call the call centre and they give you the store number. You ask to speak to a manger the manager is on leave, ask for an assistant manager they are also not in. It makes it impossible for this to happen.

On 02.06.2018 I purchased a King size bed cash. The sales consultant was Vanessa. Cash sales order: 3240771
She said we will have the bed Wednesday 06.06.2018 we did not get the bed up until today. When Ibohine the branch they can not tell me when I will receive the bed or why I did not receive it. Winston the manager did nit help me or get back to me to follow up. I spoke to another sales person today, he only placed the order today on the 20.02.2018
This is unacceptable the bed should have been ordered when the purchase was made. The service is extremely poor I have even been phoning the warehouse myself to find out about stock sincd the staff don't follow up
I will never butmy from Rochester again and I will never recommend Rochester to anyone

rochester furniture
rochester furniture contacts & information
posted: jan 9, 2018 by debbie botha
lounge and dinning room suite with tv stand
complaint rating: 0 % with 1 votes
contact information:
boksburg, south africa
I purchased the above items at rochester branch boksburg on saturday 6th january, today is 9 january still no delivery made. this is a r30 000 cash order!
excuse is their warehouse is off line and they cannot despatch the items.
I was offered the stock from the floor as a solution to the delay in delivery. if I wanted demo stock then I would have purchased their demo stock!
I am appalled by going on line now and seeing all the complaints about this company and will never recommend this store to anybody!
talking to the manager zane does not help the matter at all and the saleslady jacqueline is also all salesman talk.
my order no is 2876079.
who does a customer complain to without having to send emails direct.
this service is [censor] and unacceptable!
any one wanting to purchase from rochester should rethink their decision, it's not worth the buy!

I bought a cordoba headboard and bed on the 25th of November for cash at the Northgate branch and up till today and i have not received my items. First was told it was out of stock then was told my money was "hanging" in the air but i used my debit card to pay for this purchase. The manager and the sales lady do not even bother to call back and update me on the order. Such [censor] service from you Rochester

Good day...

Purchase Mombasa Lounge Suite
25 November 2017
Rochester Park View
Order number: 2748845

To whom it may concern
.
We are very displeased with the after sales treatment we received from the Parkview branch.

On Saturday 25 November 2017 we were in the market looking to purchase a lounge suite.

We had a look at different shops and ended up at Rochester Brooklyn.

The Mombasa lounge suite seemed to be the one we fancied and suited our needs.

But as they did not have one on display they told us that the Parkview branch had one, so off we went.

At the Parkview branch our sales representative was Tantenda.

As per usual...the before sales was a wonderful experience and he was very friendly and helpful.

We were going to purchase it at the Brooklyn store but then decided to rather us driving all the way back to Brooklyn we were going to purchase it at Parkview.

We placed the ordered and paid for it. And was told that it would be delivered within two days.

We arranged with Tantenda to rather do it on Tuesday 28 November 2017 as we had to arrange for someone to be home for delivery. I phoned him on Monday 27 November 2017 and indicated that i will be available to receive the lounge suite after 13h00 on Tuesday. He again confirmed that the lounge suite will be delivered on Tuesday, 28 November 2017.

On Monday night just before 20H00 a lady phoned us from a warehouse and told us that there is no way that they would be able to deliver it the following day as they have over 300 deliveries for that day and would try and deliver it on Wednesday.

We told her in that case they should cancel the order as I all ready arranged for one day leave to be home.

The following morning before 09H00 Tatenda phoned and told me that he had arranged with another contractor for the delivery and everything is as planned and they will deliver the lounge suite on the 28th of November 2017 after 13h00.

At approximately 14h30 I tried to give him a call and his cell phone was off. I phoned the branch and they told me that he had left with the guys of the delivery company to go to the warehouse to pick up our lounge suite.
I did not receive any feedback from him or the store with regards to the time that they will deliver the lounge suite. As time went by I made a couple of calls to the branch as well as to Tatenda.

Tatenda's phone was still off and the branch kept on telling me he is not yet back and is with the delivery guys and they don't have the number of the delivery company.

At 17h00 my husband phoned and they told him the same story, he then asked to speak with the manager. They told him that the manager has already left.

By that time we were tired and had enough and was not satisfied and told them to cancel the order. They told us that we need to come in to the shop to fill in a form for cancelation.

On our way we got stuck in traffic and turned around and went home. When we return home we sent Tatenda an email and told him we are not happy with the way they treated us and we are no longer interested in doing business with them. About 10min later just before 18h00 Philemon phoned us and told us that the delivery company is 5min away from us. So why suddenly now they have their phone number after telling us the whole day that they don't have any way of contacting them.

When we spoke to the guys of the delivery company they told us that they only saw Tatenda in the morning when he delivered the original delivery documents but the Parkview staff told us that he went with them to the warehouse.

This morning Tatenda phoned and told my husband that Tuesday was his day off and he only went in to arrange with the delivery company.

This whole situation could have been avoided if they just informed us what was going on and when the delivery can be expected, there was no need to give us the run-around with lame excuses.

And then the best thing of it all is the 3-seater on the left hand arm rest has small scratches. Attached please find a photo for your attention.

But we don't want to deal with the Parkview team any longer... could you please have another branch help us.?

Thank you for you assistance herein.

Regards

Carisa Greyling
[protected]

good day
I bought side table in July along with other furniture. I have never seen such horrible service from a shop as I did with Rochester. I bought these items from Rochester wonder park and a man called Charles was the one who assisted me. Our delivery venues were mixed up and we only received the last couch 2 months later after calling so many times and going to the shop so many times. A side table is still outstanding and it was bought for more than R2000. the one that was delivered to our house was old and had so many scratches on it. They came to collect it after a very long time. then its been 2 months since then, no table to show for the money that we paid. I have been going to the shop so many times since the table was collected. I even spoke to the manager ones and it just seems no one is willing to assist me, they don't even want to refund us the money that we paid for it including the delivery fee paid

My husband and I applied for the Contempo bedroom suite. After lots of promises, I was advised that the set will be delivered end of September 2017. We moved into our new home, but the suite was never delivered. I got bronchitus and had to sleep on a matras for a month. My dr. advised that I'm not getting better because of sleeping in these conditions.

After numerous calls, complaints and tears, the bedroom suite was delivered a month later than promised. However, they did not deliver the side-planks that connect the headboard with the footboard. The footboard is standing loose against my bedroom wall and it can hurt someone if it falls over. The manager, Monique, advised that I must not worry, it is not a crises. I am FED UP of the appalling service that I received. I phoned yesterday and was promised that they will contact me today. Once again, they didn't bother to contact me. No respect for customer service.