Leather upper layer is pealing badly on 3 seater couch. Problem was reported by e-mail with supporting photographs to Rochester Boksburg on 8/1/13 who referred it to head office. After various e-mails to Tracy van Niekerk (the Customer Liaison Officer) she undertook to discuss the matter with management. I received no feedback, eventually got hold of Darian Simons. He undertook to visit my home to inspect wear. He made two appointments, never arrived. Eventually representative (Chandre) arrived on 24/5/13 to inspect wear. He undertook to get a quote from a repairer and to advise me by Wednesday 29/5/13. This never happened and I called him on 3 June 13. Chandre advised me that Rochester is prepared to pay 50% of the repair cost, between R 3500 to R 4000. I told him that this was not acceptable to me as the wear was abnormal due to inferior quality. Chandre then undertook to discuss with management and to phone me back within two hours. He did not phone me back and I phoned him on 13 Jun 13, he undertook to ask Darian to phone me back. Darian did not phone, left message for Darian with Renata on 26 /7. No response, left message with Wayne Henderson, 2/8 for Darian, no response.
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