RH
Rochester Home Decor
Claimed Business
RH
Rochester Home Decor
Claimed Business
147 Reviews (last 12 months)
Does not respond to reviews
Rated in:
Scores reflect the Overall AI Score for each category
Rochester Home Decor
Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Rochester Home Decor is facing severe and systemic customer experience failures across every measured theme. Customers report defective furniture, ignored complaints, refund delays, broken delivery promises, and adversarial after-sales support. Isolated positive experiences with named sales staff exist but are overwhelmed by complaints about manufacturing defects, warehouse dysfunction, and head office unresponsiveness.
TrustIndex
1.8
Jul '25 - Jun '26
Based on recent customer reviews, Rochester Home Decor is facing severe and systemic customer experience failures across every measured theme. Customers report defective furniture, ignored complaints, refund delays, broken delivery promises, and adversarial after-sales support. Isolated positive experiences with named sales staff exist but are overwhelmed by complaints about manufacturing defects, warehouse dysfunction, and head office unresponsiveness.
The most common complaint about Rochester Home Decor, based on Hellopeter's AI analysis of recent customer reviews, is Refunds, Returns & Consumer Rights. Refunds routinely take weeks or months, with customers forced to submit affidavits and chase repeatedly. Warranty claims are rejected with blame-shifting to 'wear and tear' or 'personal damage'. Replacement requests under the CPA are dismissed, pushing customers toward legal escalation.
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Jan 2020
I am extremely disappointed with Rochester. At the beginning of this year, I placed a couch on lay-by and completed all my payments within three months. However, it has now been almost a month of waiting for delivery, and I still have no clear assistance or resolution. I have been in constant communication with different customer care agents, repeatedly providing proof of payment, bank statements, and every document requested from me. Despite this, I keep being asked for the same information over and over again, while my case seems to go nowhere. No one appears to be taking accountability or arranging delivery for my couch. As a paying customer, this experience has left me feeling helpless, frustrated, and hopeless. After paying such a large amount of money, I am now genuinely worried about whether I will even receive my couch. I expected much better customer service, communication, and professionalism from Rochester.
1 reviews | Active since Jan 2020
I am extremely disappointed with Rochester. At the beginning of this year, I placed a couch on lay-by and completed all my payments within three months. However, it has now been almost a month of waiting for delivery, and I still have no clear assistance or resolution. I have been in constant communication with different customer care agents, repeatedly providing proof of payment, bank statements, and every document requested from me. Despite this, I keep being asked for the same information over and over again, while my case seems to go nowhere. No one appears to be taking accountability or arranging delivery for my couch. As a paying customer, this experience has left me feeling helpless, frustrated, and hopeless. After paying such a large amount of money, I am now genuinely worried about whether I will even receive my couch. I expected much better customer service, communication, and professionalism from Rochester.
1 reviews | Active since Jan 2020
Very unhappy... order numer 45110340 received and paid for delivery. Delivery date was set for Friday 15/05 then received a call to pay additional delivery fee. Very unhappy as this is not what I was quoted for. How can changes be made after deal was done and paid for?? Deal was done at Rochester Kramerville with Kone Donald Mulaydzi and Takalani. Please I need my order to be delivered as it was paid for and there was no extra charges quoted or discussed
1 reviews | Active since Jan 2020
Very unhappy... order numer 45110340 received and paid for delivery. Delivery date was set for Friday 15/05 then received a call to pay additional delivery fee. Very unhappy as this is not what I was quoted for. How can changes be made after deal was done and paid for?? Deal was done at Rochester Kramerville with Kone Donald Mulaydzi and Takalani. Please I need my order to be delivered as it was paid for and there was no extra charges quoted or discussed
1 reviews | Active since Jan 2020
I am posting this review out of frustration with Rochester’s failure to resolve my order issue. Account number: 9657182 Branch: Atterbury, Pretoria On 24 January 2026, I purchased 2 lounge suites and paid in full. One suite was delivered, while the other had to be custom made. The custom suite was delivered twice and returned both times because it was not made according to our specifications. Despite repeated follow-ups, Deon Muller from the branch and Masego Madabulela from customer service have provided no meaningful feedback or resolution. I have exhausted all normal customer service channels with no success. If a senior JD Group representative does not contact me within 48 hours, I will lodge formal complaints with the CGSO and NCC for a violation of my rights under the Consumer Protection Act. I demand an immediate full refund for both suites and for the 1 suite that was delivered to be collected. Contact me urgently.
1 reviews | Active since Jan 2020
I am posting this review out of frustration with Rochester’s failure to resolve my order issue. Account number: 9657182 Branch: Atterbury, Pretoria On 24 January 2026, I purchased 2 lounge suites and paid in full. One suite was delivered, while the other had to be custom made. The custom suite was delivered twice and returned both times because it was not made according to our specifications. Despite repeated follow-ups, Deon Muller from the branch and Masego Madabulela from customer service have provided no meaningful feedback or resolution. I have exhausted all normal customer service channels with no success. If a senior JD Group representative does not contact me within 48 hours, I will lodge formal complaints with the CGSO and NCC for a violation of my rights under the Consumer Protection Act. I demand an immediate full refund for both suites and for the 1 suite that was delivered to be collected. Contact me urgently.
1 reviews | Active since Jan 2020
I ordered an item online. The online process was seamless. The delivery staff were accommodating and helpful. They did a fantastic job. I actually felt sorry for them. The amount of deliveries they do in a day as well as the process involved with a delivery is time consuming and they end up finishing very late. Also, they need 1 more person to assist them with their deliveries as some items are so large and too heavy for 2 people to carry, like the item I purchased.
1 reviews | Active since Jan 2020
I ordered an item online. The online process was seamless. The delivery staff were accommodating and helpful. They did a fantastic job. I actually felt sorry for them. The amount of deliveries they do in a day as well as the process involved with a delivery is time consuming and they end up finishing very late. Also, they need 1 more person to assist them with their deliveries as some items are so large and too heavy for 2 people to carry, like the item I purchased.
1 reviews | Active since Jan 2020
order number : #1400067786 Daylight *******, *******, no accountability. I bought a reclining chair on 10 March 2026 for R5.999 delivery was on the agreed time. The chair doesn't close nicely and I went to Nelspruit Rochester to complain and they gave me email address, I emailed 3 times, no one responds. Rochester are ******, the physical shop and online service no accountability. They stole my R5,999, travel fee to the shop and emails being disregarded. I Daylight *******, *******, no accountability. My hard earned money you pick pocket because you are powerful, shame on you.
1 reviews | Active since Jan 2020
order number : #1400067786 Daylight *******, *******, no accountability. I bought a reclining chair on 10 March 2026 for R5.999 delivery was on the agreed time. The chair doesn't close nicely and I went to Nelspruit Rochester to complain and they gave me email address, I emailed 3 times, no one responds. Rochester are ******, the physical shop and online service no accountability. They stole my R5,999, travel fee to the shop and emails being disregarded. I Daylight *******, *******, no accountability. My hard earned money you pick pocket because you are powerful, shame on you.
1 reviews | Active since Jan 2020
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.
1 reviews | Active since Jan 2020
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.
1 reviews | Active since Jan 2020
WHAT A DISAPPOINTING and HORRIBLE EXPERIENCE I HAVE RECEIVED FROM ROCHESTER. EVERY PROCESS HAS BEEN A MESS! THEY DO NOT WANT TO REFUND MY MONEY!I WANT MY MONEY TODAY! OR COME GET YOUR COUCH!
1 reviews | Active since Jan 2020
WHAT A DISAPPOINTING and HORRIBLE EXPERIENCE I HAVE RECEIVED FROM ROCHESTER. EVERY PROCESS HAS BEEN A MESS! THEY DO NOT WANT TO REFUND MY MONEY!I WANT MY MONEY TODAY! OR COME GET YOUR COUCH!
1 reviews | Active since Jan 2020
Bought a headboard, delivered but had no *****s and nuts to attach it to the pedestals. When I enquired about this I was told that they will be ordered. After some time I was told that they got them and were given to the delivery man. When I call the shop, they are giving me stories. Such a horrible customer service. If you value your money do not buy from them. Shame their are nice people when they want your money.
1 reviews | Active since Jan 2020
Bought a headboard, delivered but had no *****s and nuts to attach it to the pedestals. When I enquired about this I was told that they will be ordered. After some time I was told that they got them and were given to the delivery man. When I call the shop, they are giving me stories. Such a horrible customer service. If you value your money do not buy from them. Shame their are nice people when they want your money.
Rochester Home Decor has a TrustIndex of 1.8 out of 10 on Hellopeter, based on 147 reviews in the last 12 months. Hellopeter has tracked Rochester Home Decor across 2,040 total reviews. How is the TrustIndex calculated? →