Rochester - Disappointing service at rochester liberty mall- pietermaritzburg

The service I've received from Rochester has been highly unsatisfactory. It seems that nobody genuinely cares about the service they provide to me as a customer, as they are preoccupied with internal conflicts, it is embarrassing. Furthermore, the furniture's durability does not meet the expected standards.

This is how I have been negatively affected as a customer;

Delayed Gratification: I am still waiting for the furniture to be delivered. I cannot enjoy the product that I am paying for on a monthly basis
Inconvenience: I have had to make multiple calls, visit the store, and invest my time and effort to address the issues. This inconvenience is frustrating, costly and time-consuming.
Uncertainty: The lack of communication and ongoing delays create uncertainty about when I will receive my furniture. It is stressful
Financial Impact: I am making monthly instalment payments for furniture I don't yet have. This situation ties up my financial resources, which could be used for other fruitful purposes.
Limited Seating: The furniture I currently have may not provide adequate seating for my household. This affects my daily comfort and convenience yet I am paying for a full set of lounge suite
Frustration and Dissatisfaction: The service issues and lack of a resolution has led to my frustration and dissatisfaction. As a customer, I deserve a smooth and efficient experience, which is currently lacking.
Lack of Accountability: It seems that there are issues and miscommunications between the store and the warehouse, and this affects me negatively as the customer. I feel like no one is taking responsibility for resolving my genuine concerns.
Loss of Trust: The whole experience has led to a loss of trust in the company and its ability to provide quality service and products as promised. I would avoid Rochester for my future purchases and would not recommend it to anyone

In November or December of 2022, I made a purchase of the Evolution 3-piece lounge suite with a daybed attached to a couch featuring a centre console, as well as an additional 2-seater couch from the Rochester store in Midlands Mall, Pietermaritzburg. It was a mission then to get my goods delivered.

Around the end of July or in August, I reported a fault with the 2-seater couch that is connected to the daybed, as it had a noticeable depression or dent. The process of having the furniture picked up was not exceptionally swift, but it was not excessively delayed either. They eventually collected the 2-seater couch around August 16th. It took approximately a week or so before they delivered a replacement 2-seater couch, only to discover that the wrong item had been identified as faulty. They then decided they were going to replace both the daybed and the 2-seater couch. After some time, I received a call from Bongani at the Newcastle Warehouse, informing me that the Evolution set was no longer in stock. As I was in Johannesburg at the time he called, he suggested that I visit a Rochester store in Johannesburg to identify a similar-priced lounge suite for a replacement and I would then communicate with Rochester Midlands Mall. This conversation took place at the end of August.

I visited the Rochester store by Greenstone Shopping Centre, but I couldn't find a lounge suite within the same price range that was to my liking. The Evolution

Around the 20th of September, Charlene, the Manager at Rochester in Midlands Mall, called me to inform me that they had been credited for my lounge suite, and I could choose any furniture from the store. However, she did not specify the amount of credit available. I explained to her the inconvenience of driving 400 kilometres just to view the furniture, and I questioned who would cover my fuel and time expenses. She mentioned that she would discuss the matter with the Regional Manager and send me an email, but I never received any communication from her. Frustrated, my husband and I drove to the store on the 20th of September, only to find Charlene was on leave. It appeared that the entire store was aware of my situation as the "Evolution lady." A young lady assisted me and showed me a three-piece Evolution set on display. She said that if I was satisfied with it, they would arrange for it to be delivered. We inspected the set and agreed that it was alright. She assured me that it would be wrapped and set aside for delivery arrangements.

When I received no updates from Rochester, I made another phone call. This time, I spoke with Charlene, who went into detail about issues with the warehouse codes and stuff like that. Honestly, I was not interested in their internal processes; I simply wanted to know when I would receive my furniture.

On the 11th of October, I called Rochester again, but Charlene was unavailable. I spoke with Jo-Anne, whom I initially thought was the young lady who had assisted us in September. Jo-Anne clarified that she was not the one who had helped us but was aware of our situation. She explained that they were facing challenges with the Newcastle warehouse. I then contacted the Newcastle warehouse and spoke to Sheila, who expressed her frustration with the Midlands Mall, Rochester store. She indicated that I should choose furniture in stock, as they couldn't pick up the lounge suite in Pietermaritzburg. I reached out to Rochester once more and explained my frustration to Jo-Anne regarding being caught in-between their dispute with the Newcastle warehouse. I asked her to inform Charlene upon her return to escalate my matter. Additionally, I mentioned my desire for a refund, as the current situation was not working for me. Unfortunately, I have not received any follow-up from them up to this point. I am in the process of changing my address, and if I don't receive my lounge suite soon, I'm uncertain about how this will be handled.

This situation is incredibly disappointing, and I urgently need to hear from Rochester Management