Rochester Furniture
reviews and complaints

Good day
I was at you Centurion mall on Saturday 10th October around 10:45 am. There was a customer at the till counter who had his mask on his neck, with his mouth and nose exposed. I was in the store for about 15min and in all that time he was leaning over the counter talking to the cashier. Does your staff realise that covid is spread from droplets from the nose and mouth falling on surfaces as well as transferred to people in close proximity. Your cashier was exposed to this man. The next customer who came to pay would be exposed to this mans droplets. It shocks me that your staff do not realise the importance of wearing a mask in this pandemic. Please ask them to ENFORCE these rules to protect their customers. I hope spot checks are done at these stores.

I bought the new sofa set at rochester wonder park mall. I settled the payment this year on the 13 july 2020 through nedbank consolidation loan. My initial monthly payment method of r1522 00 was through debit order on the 15th. On the 15 july 2020 the debit order went through as well whereas I settled on the 13th july. Since then I have been calling rochester customer care to get my refund and I have been going to the store to ask for assistance, unfortunately I can get my refund back.
I am writing this complaint because it has been 3 months now requesting for my refund and with no luck I am not getting it. I have been promised that they will refund within 7 days
Attached is my bank statement that shows the debit order for july 2020

January 2019 I and my wife bought 3 beds (2 sleep master and 1 Sealy) and Leather couches.

I asked the manager to keep our furniture until our house was logged. She agreed her name is Hellen (Maponya Mall Soweto). Then in February she called us to come fetch our furniture as the couches were getting sold out from their warehouse. Mind you we didn't have a place to keep the furniture but had to ask my parents to use their store room from February - August when we could move to our new home. So the furniture was not used between January-mid August as it was kept in a storeroom.

Then in August we moved to our new home and in December I called the store to log a complain about the 3 beds that has bad quality. The beds were sagging and giving us bad sounds. the collections and exchanged were arranged but up until today 08th October 2020 nothing have been resolved instead only 1 Sleep master bed was exchanged and the other 2 have not been replaced.

We've been going to the store weekly but up until today Helen and Thabiso they haven't been helpful. I went to JD GROUP Braamfontein then we were told by the security that the company has moved to Malbouro and your staff didn't even know about that information.

I am very disappointed and I have spent more than R50000 on your store and I've been getting poor service. We are angry and will never recommend anyone to buy from your stores.

We have been asked to choose different beds thrice as the one that we bought were discontinued but till today we still don't have those beds.

We are shattered about the service we getting from Rochester Furniture and the only option we are now left with is to be in contact with OMBUDSMAN and EFF.

WE ARE GIVING YOU A WEEK TO RESOLVE THIS MATTER.

Good day,

On the 31.05.2020 a payment was made for the purchase of the above (invoice number930141781).
On the 14.06.2020 when the dressing table was delivered, it was damaged.
The very same evening I notified the salesman (Bafana from the Boksburg store). I requested that the dressing table be exchanged. Eventually after much unkepted promises, the replacement dressing table was delivered but the workmanship was worst. I notified all relevant parties that this is unacceptable. To date, I haven't received any communication from Rochester advising the way forward.

I made a Lay-By application on Sunday 12 July 2020 & received confirmation that my application was received. I then made a payment for the Deposit on Monday 13 July 2020 & forwarded my Proof of Payment to e-mail address '[protected]@rochester.co.za'.

To date I have not received any feedback as to whether my deposit was received or not, I have called all the numbers on the website trying to reach out to Rochester & track the status of my Lay-By . I also tried the Live Chat Support functionality which proved fruitless.

I also sent my complaint to your facebook account Inbox where I was asked for my bank details & was advised a re imbursement would be arranged but to date nothing. I just want my money back & it would be advisable to remove your online purchase functionality removed as I see I'm not the only one complaining.

Mookho

I made an online purchase for a bed on the 20th July and got a confirmation call on the 23rd that the bed was ready for delivery on the 25th. The 25th around 5:30am I got a confirmation sms that delivery was ready.
To this day I am still waiting. I have had numerous calls with HO, Rosslyn warehouse and the instagram DM but nothing has helped.
I have been promised that I will get the delivery and to make matter worse on the 31st July around 19:00 I get a call from a driver who says he is in Diepkloof and he is wondering if he can come and deliver.
Who makes deliveries at that hour?
This morning, I had to call the warehouse and ask if they planning to deliver which was a wasted effort as the supervisor had no clue that the delivery was not made and still had to call the driver to ask of he is planning to come and what time.
I am still waiting for an answer

Hi I bought 2 Occasional Chairs online from Rochester Furniture on the 4th of JUNE 2020, wrote on their facebook page and they said the only help they could give me was to lay a complaint, laid a complaint and the complain number [protected]
Till today which is the 15th of July 2020 they have not delivered no response from their Customer care number.

Purchased a bedroom suite online and have been waiting since 24 June 2020. No sms, no call from Rochester and everyday all I get is that my complaint is escalated. I just need my money back and no one wants to take responsibility. I cannot be robbed so R7500 by Rochester. Please someone help me get my money back. This is an emotional abuse of calling everyday and getting no assistance.

I ordered and paid for a three piece lounge on the 27th of june, I was told i'll receive delivery by the end of last week, I tried calling the store (maponya mall) and I was at first told there's nothing on the system with regards to my order, I called again and was told to wait for a phone call from a 021 number, up till now i've never received any call... I inboxed the rochester on facebook and I never got assistance.

Also I was never provided with any reference or order number all I was given was an email belonging to helen.

I was told we would receive our lounge suite today. I cancelled all my plans because they could not give me an exact time. No delivery. Call the branch - no help. Call the head office - refused to help me. This is after we struggled with the application process. This is utter nonsense. I don't even have an order number because every time I ask for one, I get ignored.

I've paid for my order online (rochester), on the 11th May 2020.
However, the only communication I've received was when their system picked up my payment and they were acknowledging this.
I've tried to call their offices, their phones don't get answered (as we are on level 3-so this should be delivered).
I've communicated with them on Facebook they only feedback they provide is their "apology".
I am the one who have to always contact them on Facebook (or call without any luck). No feedback with their emails too. I am not even kept up to date on the status of my order.
This is far the worse customer service I've ever received from any retail store in SA.

Good afternoon
My orders
• [protected]
• [protected]
• [protected]
I placed my first order in April. I cannot track the progress online or get through on any of the phone numbers listed on your site.
I spoke to the customer complaints department, they provided me with an alternative number because they do not deal with online purchases. The numbers they provided are no longer in service. The online bot provided me with a contract number and email address. Number does not work and to date, I have not received any feedback via email.

It is disturbing, after I spent so much money at your store, I now cannot get any feedback on my orders.
I had to spend my day googling, trying to find contact details for anyone associated with Rochester.

Numbers I have called
[protected]
[protected]
[protected]

I bought a Iounge suit at Rochester for R36000.00 It started falling in in less than 10 months, i took the complain to the store where i was met with a very racist manager who was against our compalin with no proper communication skills.
Acc number [protected] store phone number [protected]

I want a full refund on those couches its clear its a factory fault.

my camden lounge suite was 5 months old when ii complained about a faulty recliner in the first week of december 2019. i have been pushed back and forth between the store manager, stand in manager and rochester customer complaints department. two weeks ago a supplier came out to repair and confirmed that the unit was in fact faulty. today is the 27/02/2020 i am yet to receive feedback from anyone at Rochester. i want this lounge suite picked up immediately and i want a full refund. service at rochester is disgusting to say the least.

Good day

On Monday 17 February i wanted to purchase 2 reclining chairs from Rochester Parkview.

The store had only 1 and was not willing to be helpfull in getting me the other recliner which is at Montana. They wanted to force me into delivery at an extra R500 which i understand and accepted. They then made a mistake on the price they had given me for Schotch guarding or protecting the furniture. I asked them about this and then the manager started screaming at me the client. i was in tears. This behavior is unacceptable and i will be sure to never enter that store again and i will be telling every one i know about this terrible service.

I bought a dining room table and chairs on the Black Friday special, 2 weeks later I called the store I bought it from in this case Alberton to let them know that I have issues with the table. Subsequent to this call I called the store over a dozen times, each time the same sales person taking my call and promising to get someone to look into this, eventually he told me that is the festive season and workshops are closed and I would be contacted on around the 16 Jan 2020. Needless to say no one from Rochester furniture contacted me. I called Alberton store on Friday and I am still waiting for the salesman to call me back with feedback as he promised. I called the head office today only to be told that they are waiting for feedback from the supplier, sadly it takes this company 5, almost 6 weeks to get a response from their supplier and in the interim no feedback given to the customer who by now is very frustrated. In all my interaction with staff no apologies or empathy show towards me. Rochester furniture's customer service sucks and there is definitely no after sales service. After the run around I have been given, I never shopping there again!

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.