Rochester Furniture

BUYER BEWARE: Definately not a vendor who is capable or willing to give a clear and concise answer to a problem after a purchase. My Correspondence started November 11/10 indicating Sofa was pilling and is under WARANTEE EXPIRING DECEMBER 1st 2010. Manufacturer indicates solution is VENDOR'S responsibility and Rochester indicates it is the mmanufactuer's responsibility. Received 1 call from Manager. Several follow-up emails sent to attention of Manager were ignored. Shipper/Receiver looked at sofa at end of his shift to look at sofa. He does not have authority to make a decision. In all sincerity, I could not recommend this store to my many business associates or extensive network of friends. NO ASSURANCE HAS BEEN GIVEN THAT A SOLUTION WILL BE FOUND BEFORE WARANTEE EXPIRES DECEMBER 1/2010.

Hello,
We went to numerous furniture stores when purchasing a new sofa set for our home. We would be getting various answers and prices from a lot of companies. Most of them were constantly pushing us to purchase extras such as scotch guard saying it would void the warranty if we did not. Also they would never give us a proper answer when it came to purchasing the sofa set unless we included the additional 'extras'
The people at Rochester we very honest with all our questions and at the end gave us the best price.
From the sales people to the service personnel, Rochester Furniture truly shows you what the meaning of customer service is about.

We were looking for a pair of chairs for our family room for quite some time. We didn't want to settle for your run of the mill Leon's, or Brick crap that wouldn't last very long and is poorly constructed. We were looking for a specific type of chair that would fit in a relatively small space. We had done some research and found this store distributed quite a bit a number of quality products. From the outside of the store it doesn't look like anything special, hardly worth the effort to look in. But once we did we were surprised at the selection and quality of the furniture they had. We settled on a pair of designer made chairs who comes on CityLine quite often. the construction, quality, and material selection was great. The store personnel were helpful, knowledgable, and provided a great deal. In the end, the price was very reasonable considering the "so-called" quality products you would find at other places. Delivery was actually earlier than anticipated, and we are very happy with our purchase. I would highly recommend others to visit this place.

Purchased a Broyhill Bedroom set for a very decent price (almost half the price quoted to us from Decorium). The delivery crew were excellent, and despite the heavy weight of this set, they were able to climb up the stairs without a single scratch on the wall.
We had a warranty issue with one of the pieces (Chest), and they were slow to bring someone to look at it, but once they came out, they replaced the Chest with a brand new one. Overall, very happy with the experience, but their service time for warranty issues could use major imporvement

What a disaster we have shopping at this store. When the delivery people scuffed up our gumwood in the hall way, I contacted the owner of the store, and not a single apology was offered. He said that it was the responsibility of the homeowner to remove the frontdoor off the hinge. We would of, if the delivery boys did not rush to push the future through the front door because they have 20 deliveries to do. Worst yet, the delivery guys refused to carry our end table up to the master on the second floor if we don't sign a waver to say they are allowed to scuff up the gumwood on the wall leading upstairs.

Buyer beware!! Guidelines will not permit me to express my true feelings of and about this organization. Needless to say, honesty, integrity and honourability are not three words I would use.

If you want to spend your hard earned dollars on an organization whose policies are:

1. To not inspect a product for damage before it is sent to customer - enven when it is requested and written on the bill of sale.

2. To insist on full payment before product is removed from the delivery truck. Remember, you have not seen the state of your purchase yet!

3. I was deemed to be 'fussyer than most' over certain defects as they were in a 'non-touchable area,' therefore perfectly acceptable to the customer. Can someone explain to me which parts of furniture are 'non-touchable?'

4. Very slow on providing a rememdy to the problem. I was about to enter my 3rd month of waiting when I decided to call the manufacturer's customer service to get the truth about the problem at hand, when it was called in to the manufacturer, timeframe for repair, etc. Funny how the manufacturers statementments were a complete contradiction of Rochester Furniture's.