Rochester Canal Walk

I was so excited to purchase there this past Saturday, bought a beautiful couch, was assured delivery was today, had a family member wait all day, you had no courtesy to call and update me, I called twice this afternoon, 1st Time speaking to a gentleman who said delivery was tomorrow and when I told him I was promised today he fobbed me off by saying he would call me in a few minutes.45 minutes went by and I called back saying I wanted to know when delivery would happen and the lady left me hanging and never came back.Customer service skills leave much to get desired

Purchased the Tuscan 5 piece lounge suite a week ago from Rochester Canal walk. Let me tell you the service was top notch to sell me the couch. BUT everything from there onwards was a nightmare and I will never ever purchase anything from them again. Ordered the charcoal couch and when it was delivered it was the wrong colour. Long story short they never had what I wanted after telling me they do have it. When they re delivered they sent one driver to deliver a 5 piece couch. One person to deliver a couch. (SERIOUSLY) so I helped the driver offload and assemble my own couch. Bad service and definitely wont be going back.

Your shop is very beautiful inside and out but biggest scammers that I ever met. I will never buy anything not even by mistake. I bought TV Stand from you that I never even took it out of the Shop from 16 March 2022 and 17th I cancelled now its mid April I never receive my money back yet I cancelled the purchases instead I was told that you still need to check condition of the goods. But the good never went out of the store it was just a couple of hours in-between. Canal Walk never responded though its call centre that answered me.

Xavier, the store manager, was excellent. From giving us expert advise to managing the flawless delivery of our beautiful couches, I would highly recommend the professional service of Xavier. Thank you Xavier, we sincerely appreciate your advice, patience, professionalism and management skills.

Your service is really poor I was expecting that you will have a top-notch service but you disappointed me. l was so excited when you opened a branch in Cape Town because I had heard of your high quality products. Since December last year my queries have not been solved. Every time I have to be the one who calls the manager to follow up. I have given you enough time to respond and attend to my query, i called the manager of the store many times to follow up but he doesn't bother to call back and check if the query was attended to. Please improve Rochester you are putting a bad name to your brand. This is not right.

I purchased a daybed in November 2022. 8 days after receiving it, the stitches pulled loose. I reported it to Rochester Canal walk who promised me a replacement. They've refused to repair or replace my daybed and they still have it with them. Horrid after sales service. I will never buy from them again

Lack of urgency, service in store is extremely slow. Sales reps not knowledgeable about the goods and services provided for customers. Then there was this Kgopotso chap who spoke to me over the phone like he was falling from a tree. Only person who remained patient throughout the process of buying my couch was Afika, was also very helpful and kind. Guys who delivered my couch were also great. All in all, there are major improvements to be made. Most of the other people in store just seemed unbothered and there’s lack of communication, especially key information. I honestly wouldn’t buy or recommend this store. It’s such a laborious process just to get one thing done or get help effectively.

If you know you value every cent that you work hard for, trust me don't think one or twice you will regret. The worst customer service ever. You will wait for your delivery and it will not arrive. My couches was faulty and it took them over 3 months to pick up and upon delivery after repairs it was scratched and dusty. Filthier than than ever, and no one wants to take responsibility. Stay away from this guys. Rochester Canal walk your service is pathetic.

I have been struggling since 24th of December to get assistance from this shop, they left a glass table and plasma stand not assembled correctly. Please stay away from this shop