SC
Sherantya C
Active since Mar 2016
2
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0
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Reviews
2 reviews1 month ago
Don't Buy
Absolutely disgusted by the after-sales service from Rochester Menlyn and the PTA warehouse. The initial sales process was smooth, but everything after that was an absolute nightmare. I specifically requested van delivery because my complex does not allow trucks, and I even had a reference number confirming this. Yet on delivery day, a truck arrived anyway. The driver sat outside and eventually left, while the call centre showed absolutely no care or urgency and simply told me to send the truck back and they will reschedule — after I had already taken time off work to wait for the delivery. Trying to also contact the Rochester Menlyn branch was another nightmare. After hours of unanswered calls, we eventually drove 20 minutes to the store only to be told the phones were “not working” while we literally stood there watching them ring unanswered. The furniture finally arrived later that evening, only for the recliners not to work properly and the couch to have a tear. From there, the experience just got worse — weeks of chasing staff, ignored follow-ups, empty promises, and pathetic communication from both the store and warehouse. Louise from the PTA warehouse was especially rude, dismissive, and completely unhelpful. Apparently she “didn’t like my tone,” despite the fact that I had been trying for over two weeks just to get assistance. Even the store staff told me to contact her directly because THEY couldn’t get hold of her either and she ignored their follow-ups too. Imagine the customer having to do all the chasing because staff cannot even communicate internally. After more than two weeks, an exchange was finally done — and unbelievably, the replacement recliners STILL don’t work properly. I received one call about another exchange and since then, absolutely nothing. Almost two weeks since the last call. This has honestly been one of the most frustrating and exhausting customer experiences I have ever dealt with. Once Rochester has your money, don’t expect decent after-sales service if something goes wrong. Think very carefully before buying from them.
0 replies
124 months ago
FANTASTIC SERVICE
On the 9 February 2016 I came in with 15 people. We were welcomed and given in my opinion VIP treatment by Coco. She immediately brought us a little plate of chips for the baby so that we could feed him while we were waiting for our food to get ready. She also found ways to keep him occupied when our meal arrived. She continuously checked to see if we needed anything. We again came in today and even though she was not our waiter she recognised us from the last visit and checked if all was in order. In my opinion that is exceptional service and she deserves to be recognised for going the extra mile and not expecting anything in return.
1 reply
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5 Star
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4 Star
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1 Star
1 (50%)