RH
Rochester Home Decor
Claimed Business
RH
Rochester Home Decor
Claimed Business
142 Reviews (last 12 months)
Does not respond to reviews
Rated in:
Scores reflect the Overall AI Score for each category
AI Review Summary
Based on recent customer reviews, Rochester Home Decor faces severe and systemic service failures across every measurable dimension of customer experience. Customers consistently report defective products delivered without inspection, refunds delayed for months, deliveries that never arrive on promised dates, unresponsive support teams, and billing disputes involving hidden charges. The few positive reviews praise individual in-store salespeople, but these are overwhelmed by widespread frustration.
Top Strengths:
- •Customer Service & Support: A handful of named sales consultants such as Clarisse, Thabiso, Marinkie, Khanyisile, and Tlou Mashala are praised for warmth, patience, and going above and beyond, showing pockets of genuine care at branch level.
Service Quality Ratings
MetricScoreIndustry AvgBest in Class
Performance(last 12 months):
TrustIndex
2.6
Score
Ranking
#7
in Furniture & Home
NPS Score
-93
Recommended: Unlikely
Review Distribution
1.4|142 Reviews
May '25 - Apr '26
5(7.6%)
4(0.8%)
3(0.8%)
2(3.8%)
1(87.1%)
5(7.6%)
4(0.8%)
3(0.8%)
2(3.8%)
1(87.1%)
Recent reviews (142)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceKA
KELLY A
1 reviews | Active since Jan 2020
18 Mar 2026, 12:41
Multiple Couch Defects Dismissed as “Customer Damage”
I am extremely dissatisfied with both the quality of couches purchased from Rochester and their refusal to take responsibility for clear defects. The first instalment for the couches was paid on 30 September 2024, and the furniture is still within what I understand to be the 2-year manufacturer’s warranty. I am also currently paying insurance on the items. After purchase, multiple defects began appearing across the couches. I reported some of the items, and Rochester collected one couch and the headrest of another for assessment. I have now been informed that the damage is being classified as “personal damage” and that they will not be held responsible. This is completely unacceptable. There are no visible signs of misuse such as tears, cuts, or external damage. The issue is internal. The seating structure or inner cushioning has deteriorated, causing the couches to sink and lose support. This is not something that can reasonably be attributed to normal use or accidental damage. In addition, the defects are not isolated. Multiple couches within the same set are affected, including items that were not part of the initial claim. This clearly points to a product quality issue rather than customer damage. I have requested a full replacement of the couches, as I have no confidence in the durability or quality of the product. Instead, my concerns have been dismissed without a fair or transparent explanation. I am now escalating this matter further, as I believe this reflects poor product quality and inadequate after-sales support. I would strongly caution potential customers to consider this experience before purchasing from Rochester.
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KELLY A
1 reviews | Active since Jan 2020
18 Mar 2026, 12:41
Multiple Couch Defects Dismissed as “Customer Damage”
I am extremely dissatisfied with both the quality of couches purchased from Rochester and their refusal to take responsibility for clear defects. The first instalment for the couches was paid on 30 September 2024, and the furniture is still within what I understand to be the 2-year manufacturer’s warranty. I am also currently paying insurance on the items. After purchase, multiple defects began appearing across the couches. I reported some of the items, and Rochester collected one couch and the headrest of another for assessment. I have now been informed that the damage is being classified as “personal damage” and that they will not be held responsible. This is completely unacceptable. There are no visible signs of misuse such as tears, cuts, or external damage. The issue is internal. The seating structure or inner cushioning has deteriorated, causing the couches to sink and lose support. This is not something that can reasonably be attributed to normal use or accidental damage. In addition, the defects are not isolated. Multiple couches within the same set are affected, including items that were not part of the initial claim. This clearly points to a product quality issue rather than customer damage. I have requested a full replacement of the couches, as I have no confidence in the durability or quality of the product. Instead, my concerns have been dismissed without a fair or transparent explanation. I am now escalating this matter further, as I believe this reflects poor product quality and inadequate after-sales support. I would strongly caution potential customers to consider this experience before purchasing from Rochester.
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krishna G
1 reviews | Active since Jan 2020
17 Mar 2026, 12:36
ROCHESTER FURNISHERS C HAS ALMOST ****MED BY THEM
I bought stuff from temu and I found out my card was compromised and was monies was being ****med by your company and it not a little money, I suggest you take all your staff for a lie detector test my number 0823258188 all details came from the bank
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krishna G
1 reviews | Active since Jan 2020
17 Mar 2026, 12:36
ROCHESTER FURNISHERS C HAS ALMOST ****MED BY THEM
I bought stuff from temu and I found out my card was compromised and was monies was being ****med by your company and it not a little money, I suggest you take all your staff for a lie detector test my number 0823258188 all details came from the bank
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Replies (0)ES
Esther S
1 reviews | Active since Jan 2020
16 Mar 2026, 13:51
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
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Esther S
1 reviews | Active since Jan 2020
16 Mar 2026, 13:51
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
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Parimalla(Pam) Gounder
1 reviews | Active since Jan 2020
13 Mar 2026, 13:03
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.
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Parimalla(Pam) Gounder
1 reviews | Active since Jan 2020
13 Mar 2026, 13:03
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.
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Replies (0)ST
Shade T
1 reviews | Active since Jan 2020
13 Mar 2026, 07:57
Disappointed
I ordered furniture on their online store over a week ago and was I formed via SMS that it will be delivered the Friday and then the Saturday that same week. I work during the week and on weekends and arranged to be home to receive my furniture. No one came to deliver and I never received any calls or messages saying it will not come anymore on those days. I phoned numerous times. I was informed that it should the come on Monday, I made arrangements by my work again, still no one came and no one informed me that the delivery would not be made that day. I then phoned again to find out what is going on, I was told they would come on Wednesday, I told them that I can't because I will be working the whole day till the following day 08:00AM as my work is in the security industry, I was on duty and couldn't leave my post. I then in the same phone all organised for my furniture to be delivered the following day(Thursday) as I will be off duty, I also arranged with the courier company for Thursday when they phoned later on the Wednesday requesting to drop the things off on that same Wednesday, after I explained that I cannot get off work to receive the furniture. I was told by both Rochester and the courier company(Incredible Connection delivery) that it will not be a problem and that I will receive my furniture on Thursday. Thursday around 15:00, after waiting the whole day I phoned the courier company to find out if they are still coming they told me no they are in a whole other town. I phoned Rochester they asked if I can rather receive the furniture on Friday as they will not be coming to me that day anymore, I explained that I will be working and won't be able to receive it as I will be at work and won't be able to get off to receive my furniture, I also complained about the fact that this is affecting my work, I was told that they will speak to the manager and get back to me shortly, I never received a phone call with them getting back to me. Friday around 09:00Am I get a call saying they want to deliver my furniture after I explained that I will be at work, on the phone call I tell them that I can't come because of work and all they tell me is that this is a problem now, as if I'm the issue now. This is poor service and lack of communication. This is becoming a big problem by my work now. This is very disappointing and I will not be recommending any of these businesses to anyone.
Helpful (0)
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Shade T
1 reviews | Active since Jan 2020
13 Mar 2026, 07:57
Disappointed
I ordered furniture on their online store over a week ago and was I formed via SMS that it will be delivered the Friday and then the Saturday that same week. I work during the week and on weekends and arranged to be home to receive my furniture. No one came to deliver and I never received any calls or messages saying it will not come anymore on those days. I phoned numerous times. I was informed that it should the come on Monday, I made arrangements by my work again, still no one came and no one informed me that the delivery would not be made that day. I then phoned again to find out what is going on, I was told they would come on Wednesday, I told them that I can't because I will be working the whole day till the following day 08:00AM as my work is in the security industry, I was on duty and couldn't leave my post. I then in the same phone all organised for my furniture to be delivered the following day(Thursday) as I will be off duty, I also arranged with the courier company for Thursday when they phoned later on the Wednesday requesting to drop the things off on that same Wednesday, after I explained that I cannot get off work to receive the furniture. I was told by both Rochester and the courier company(Incredible Connection delivery) that it will not be a problem and that I will receive my furniture on Thursday. Thursday around 15:00, after waiting the whole day I phoned the courier company to find out if they are still coming they told me no they are in a whole other town. I phoned Rochester they asked if I can rather receive the furniture on Friday as they will not be coming to me that day anymore, I explained that I will be working and won't be able to receive it as I will be at work and won't be able to get off to receive my furniture, I also complained about the fact that this is affecting my work, I was told that they will speak to the manager and get back to me shortly, I never received a phone call with them getting back to me. Friday around 09:00Am I get a call saying they want to deliver my furniture after I explained that I will be at work, on the phone call I tell them that I can't come because of work and all they tell me is that this is a problem now, as if I'm the issue now. This is poor service and lack of communication. This is becoming a big problem by my work now. This is very disappointing and I will not be recommending any of these businesses to anyone.
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Replies (0)CM
Constance M
1 reviews | Active since Jan 2020
12 Mar 2026, 16:24
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
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Constance M
1 reviews | Active since Jan 2020
12 Mar 2026, 16:24
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
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NT
Nosipho T
1 reviews | Active since Jan 2020
6 Mar 2026, 14:47
Rochester never ending instalments
I bought items at Rochester last year on credit. In October I paid R20 000 towards the account of which I was informed that I have R5800 left which would be payable after 3 instalments. The third instalment was supposed to be in December. To my surprise in January another instalment went off and I went to the branch to enquire. They said it’s probably the last one because of the previous calculations. Now in February ANOTHER instalment went off. I called the call centre and they tell me that I still have R290 that’s going to go off in March and by the time it goes off it would be almost a R1000 because of fees. The money that I have paid now is waaaay more than the R5800 that I was told I have to pay and which I was informed already includes the interest. Now March would be the 6th month that I’m paying this money that was left when I was originally told that I would be done in 3 months. When I called the call centre they inform me that the reason for the ridiculous charges of R5000 in 3 months is insurance fees and other additional fees. Had I known that the R5800 would turn into R10 080 in a space of 3 months then I would’ve settled it that time when I paid the R20 000. I feel ****** and misinformed because now I’m sitting with an account that I thought would be over on my credit report. Rochester has multiple compulsory charges that cost more than the payment of the furniture per instalment. R5000 worth of charges in a space of R3 months is ridiculous!
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Nosipho T
1 reviews | Active since Jan 2020
6 Mar 2026, 14:47
Rochester never ending instalments
I bought items at Rochester last year on credit. In October I paid R20 000 towards the account of which I was informed that I have R5800 left which would be payable after 3 instalments. The third instalment was supposed to be in December. To my surprise in January another instalment went off and I went to the branch to enquire. They said it’s probably the last one because of the previous calculations. Now in February ANOTHER instalment went off. I called the call centre and they tell me that I still have R290 that’s going to go off in March and by the time it goes off it would be almost a R1000 because of fees. The money that I have paid now is waaaay more than the R5800 that I was told I have to pay and which I was informed already includes the interest. Now March would be the 6th month that I’m paying this money that was left when I was originally told that I would be done in 3 months. When I called the call centre they inform me that the reason for the ridiculous charges of R5000 in 3 months is insurance fees and other additional fees. Had I known that the R5800 would turn into R10 080 in a space of 3 months then I would’ve settled it that time when I paid the R20 000. I feel ****** and misinformed because now I’m sitting with an account that I thought would be over on my credit report. Rochester has multiple compulsory charges that cost more than the payment of the furniture per instalment. R5000 worth of charges in a space of R3 months is ridiculous!
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