Constance M

Horrible Customer Service!

Customer Name: Mrs C.A. Maditse Customer Number: 110353292 I am writing to formally lodge a complaint regarding two Club Chairs – Rochester Rust Fabric that I purchased from Rochester Montana on 8 September 2025. From the day the chairs were delivered, I noticed that one of them was deformed. I immediately reported the matter to the store, but I regret to say that, to date, the issue has still not been resolved. I raised the matter with the salesperson, Mr Innocent Boikanyo, who escalated it to management and later to Head Office for assistance. Unfortunately, despite these efforts, I remain stuck with the same problem. I am a pensioner, and I am concerned that my complaint is not being treated with the urgency and seriousness it deserves. Instead of replacing the defective chairs, the store arranged to collect them for repairs. However, when the chairs were returned, their condition was worse than before. I then requested either an exchange or a refund, but my requests have been ignored. It has now been six months since the purchase, and I am being told that the process is lengthy, which I find unacceptable. At this stage, I no longer wish to keep the chairs. I request a full refund so that I may purchase furniture elsewhere where I will receive proper service. Please treat this matter as urgent. I am available on the contact details below should you require any further information. Mobile: 071 987 5789 Email: maditseca@gmail.com