Rochester - Terrible customer service by polokwane rochester manager lebogang mahlo

On the 11th of September 2024 I bought a St Marino Queen bed from Rochester Polokwane for my BNB. I was assisted by Lebogang Mahlo. The bed got delivered to my property at my property on the 14thof September 2024. Upon delivery we discovered that the bed had a factory fault, the headboard holes were not aligning to the base of the bed. The delivery people decided to drill other holes on the base of the bed to make it align. I discussed with the store manager Lebogang Mahlo what had happened, she advised that the bed be returned to the warehouse. She communicated with the warehouse manager and they advised that I will receive another bed on the 16th of September 2024. When the date came I was informed that the bed is now out of stock at the warehouse, they are awaiting delivery from the supplier on the 8th of October 2024. Lebogang Mahlo had gone to leave at that time and Karabo Sebeya took over in facilitating the order of the bed from the supplier. When Lebogang Mahlo came back from leave on the 2nd of October I made a follow up with her and she reassured me that the bed will be delivered on the 8th of October 2024. When the date came I called the warehouse to check if they have received my order they told me that they did not receive the order on their side. I tried to call Lebogang Mahlo she was nolonger picking up our calls. I sent her a WhatsApp text, she didn’t respond either. I called Karabo Sebeya and informed him that the warehouse people say they did not receive my order and I need the bed as my BNB is not operating due to me not having a bed. Karabo Sebeya told me that he’ll make it a point that I do receive the bed on the 9th of October 2024 as he has requested for the bed from Lephalale Warehouse. I drove from Johannesburg to Polokwane to await the delivery of the bed. When the bed got delivered I discovered that the bed was not new, it had tear cuts and scratches all around. I informed Karabo Sebeya that I cannot accept the bed in that condition. I tried to call the store manager Lebogang Mahlo who was our initial sales person but she was nolonger picking up our calls or attending to us when we go to the store. I informed the store that I found the bed at the warehouse in Boksburg, they told me that they cannot assist as Boksburg is far. I then requested for a refund so that I can go and purchase the bed from another Rochester store as I am not happy with their customer service. I went to the store on the 10th of October 2024 to fill in a refund form so that I can be able to get my money back. Karabo Sebeya informed me that he will process the refund immediately. To this date the 15th of October 2024 my refund has not been processed. Karabo Sebeya and Lebogang Mahlo are nolonger picking up our calls when we call. Even when we call the store landline our calls are not being picked up. As a loyal customer to Rochester I am very disappointed with the service I received from Rochester Polokwane. Especially from Lebogang Mahlo who was communicating with my wife almost on a daily basis when we were purchasing the furniture for our BNB but now she’s nolonger there to assist us. I have been a customer with Rochester for quite some time and I have never received a poor customer service like I the I received from Rochester Polokwane. The leadership and the employees are doing nothing to service their customers needs.