Esther S

Paid for Repairs, Couch Still Broken – Rochester Ignoring Emails

We purchased a couch from Rochester which later started sagging badly. The couch was out of warranty, however we were willing to resolve the issue and were instructed to pay for the collection, delivery, and repair costs, which we did. The couch was collected and later returned to us without any repairs being done. The couch is still sagging exactly as before. What makes this situation even more frustrating is how the matter has been handled. Our emails are now going unanswered, and the service centre has even claimed that we refused to make payment, which is completely false. We did make payment and have proof of payment, which was sent to them. This issue has now been ongoing for more than three months, and we are left with: A sagging couch that has not been repaired Money paid for repairs that never took place Being accused of refusing payment despite proof being provided Even though the couch was out of warranty, we acted in good faith and paid the required fees to have it repaired. Unfortunately, we have received no repair, no resolution, and no communication