Parimalla(Pam) Gounder

ROCHESTER ROCHESTER - WHERE IS YOUR DUTY TO CUSTOMER SERVICE- Nelpruit- Midrand- Sandton- Catoridge.

Dealing with the WORST, MOST UNRESPONSIVE, NELIGENT customer care and warehousing division of Rochester from Sandton- Cator Ridge - Nelspruit. ( SINCE Jan). Grafton Everest 2 seater was purchased from Rochester PMB- sent for repair of a lapsag in Jan 2026. Rochester wanted to deliver the couch in a disgustingly filthy condition. All photos for collection and delivery were sent to Louisa Baloyi and her team in Sandton. As head of "customer care", she has totally absolved herself from this very relevant customer complaint- asking me to work with equally elusive managers. Warehouse manager (Yanna)in Nelspruit does not pick up calls- no feedback at all- it has been deferred to Vanilla in KZN, who has been "escalating" this to yet another equally elusive manager for the last month. This is such a low customer service bar that a flea can scale. The couch remains in a worse off state in the Nelspruit warehouse. PEPKOR CEO, and the "real management structure", can you help resolve this, as your regional customer support and warehousing teams fail to address the case of a damaged Grafton Everest couch in their care, and, more importantly, it's time you reviewed the quality of your customer care team, as they make a pitiful representation of the Rochester Brand. The quality standard you advertise falls very far from the customer service that ought to go with it.