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Why is my furniture is late?
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At the point of sale we estimate a lead time based on past performance of a
supplier, at that point this is our best estimate, from the time that you order
various things might happen, from strikes to electricity shortages, or raw
material availability shortages, all these and many other factors might
influence the actual quoted time. Remember it is in our best interest to deliver
the product as soon as possible and that is our aim!
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What do I do if I am not happy with the product I received?
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The best course of action is to return the product on delivery, we can then asses
the very next day if the product that we delivered deviate from that of the quality
that we display at the show room. We will then contact you and establish a best
course of action. Remember that most products Rochester sells are unique so the
same item might not be available immediately.
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Where does my product come from?
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Most products that we have are manufactured locally and we have for the past 16
years supported the local market where ever possible, as most of the products we
sell are in unique combinations and colors we can only obtain this in a reasonable
time from local producers, it is also our opinion that the local products exceed
the quality from the eastern counterparts, local products are also more serviceable.
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Motion furniture with all those parts? Is it reliable?
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Yes yes and yes, on the actual mechanisms we have less than a 0.1% complaint rate
from our local producers and due to the extreme comfort that they offer are very
popular.
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Why ask a deposit?
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Made to order products, have been produced specifically for you, therefore no refunds
or exchanges can be made after 7 days of placing your order unless there is an error
on our part regarding the product specification, or the item is found to be faulty.
We promise to give you a full refund if you change your mind for any reason within
7 days of placing your order with us. After this date we will have in most cases
a binding contract with our suppliers to supply and make your product.
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What is "natural marks"? And what if I don’t want any?
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Natural marks is marks left by the environment on certain high quality leathers,
from our perspective it reinforces the natural beauty of leather and is a good indication
that you are indeed buying a more natural product with all the benefits of this
type of leather. If natural marks does not appeal to your tastes we have an excellent
variety of protected and corrected leathers that does not show these with a whole
list of its own benefits.
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Quality vs price? What should I do?
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Buy the best quality you can afford, over a period of ten years you will reap the
benefits of this. Do not overpay or buy for more than you can afford, but where
possible try and find the compromise that suites your pocket.
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Bad service, what should I do?
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For us bad service is simply you did not "get" what you “expected" in either service,
product or experience. Please complain, our "Talk To a Director" link does go to
2 Directors and two top managers, and where ever possible will take responsibility
for our staff, our suppliers, and your experience.
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What is the story with Credit?
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Rochester has partnered with Nedbank and offer credit to customers who would prefer
to use this method, we thus do not offer our own credit which have two huge benefits
to customers.
- Our products are not priced higher to accommodated bad debts etc.
- Nedbank offer credit priced from prime, thus every customer is looked at as an
individual and rates can be from a low as prime plus 2 or 3 %, none of that standard
26% some people pay.
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