AC Direct
Claimed Business
AI Review Summary
Based on recent customer reviews, AC Direct receives strong praise for competitive pricing, fast delivery, and professional installation teams, with individual staff members like Warren, Klaas, and Piet frequently recognized by name. However, a significant portion of customers report severe breakdowns in after-sales service, including ignored emails, generic automated responses, lengthy installation delays, stock availability issues, and poor accountability when problems arise. Communication gaps between the sales and installation departments appear to be a recurring frustration, often leaving customers without updates or resolution for weeks.
Performance(last 12 months):
0Trustindex Rating
#53Ranked In Retail
726h 48mReply Time
0 NPSUnlikely
Replied to 34% of negative reviews
Reply time on negative reviews: 251 hours 13 min
TrustIndex
0
Ranking
#53
in Retail
Avg Reply
726h 48m
NPS Score
0
Recommended: Unlikely
Replied to 34% of negative reviews
Reply time on negative reviews: 251 hours 13 min
Review Distribution
2.7|58 Reviews
May '25 - Apr '26
5(42.3%)
4(1.9%)
3(1.9%)
2(1.9%)
1(51.9%)
5(42.3%)
4(1.9%)
3(1.9%)
2(1.9%)
1(51.9%)
Frequently Asked Questions About AC Direct
Based on recent customer reviews, AC Direct receives strong praise for competitive pricing, fast delivery, and professional installation teams, with individual staff members like Warren, Klaas, and Piet frequently recognized by name. However, a significant portion of customers report severe breakdowns in after-sales service, including ignored emails, generic automated responses, lengthy installation delays, stock availability issues, and poor accountability when problems arise. Communication gaps between the sales and installation departments appear to be a recurring frustration, often leaving customers without updates or resolution for weeks.
AC Direct has a TrustIndex of 0 out of 10 on Hellopeter, based on 58 reviews in the last 12 months. They reply to 34% of negative reviews, typically within 251 hours 13 min. Hellopeter has tracked AC Direct across 506 total reviews. How is the TrustIndex calculated? →
Recent reviews (58)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceHS
Helane S
1 reviews | Active since Jan 2020
19 Mar 2026, 10:19
Great Price but ZERO Customer Service
We recently purchased an Aircon with installation from AC direct and although they are probably the best priced, their service is nothing but appalling. There is literally no human communication other than when you are required to make a payment, they don't update you on the process and the installers simply do not arrive at the scheduled date and time. The first time we moved everything around to be at home and they never showed, when I phoned, I was told the car broke down and it had to be rescheduled. Then we had an issue with a water leak and once again sat around waiting all day for the installer to come and check and once again, we were told the car broke down. It had to be rescheduled and the guy showed up but 2 hours later than scheduled. So for Service I would actually have to give them a big fat ZERO for effort.
Helpful (0)
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Helane S
1 reviews | Active since Jan 2020
19 Mar 2026, 10:19
Great Price but ZERO Customer Service
We recently purchased an Aircon with installation from AC direct and although they are probably the best priced, their service is nothing but appalling. There is literally no human communication other than when you are required to make a payment, they don't update you on the process and the installers simply do not arrive at the scheduled date and time. The first time we moved everything around to be at home and they never showed, when I phoned, I was told the car broke down and it had to be rescheduled. Then we had an issue with a water leak and once again sat around waiting all day for the installer to come and check and once again, we were told the car broke down. It had to be rescheduled and the guy showed up but 2 hours later than scheduled. So for Service I would actually have to give them a big fat ZERO for effort.
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Replies (0)CM
Colin M
1 reviews | Active since Jan 2020
17 Mar 2026, 15:03
AC Direct changed price after payment and failed to attend installation
I purchased a Samsung AR6500 Wind Free 18000 BTU air conditioner with installation from AC Direct for R18,299, which was invoiced and paid in full. My installation address was provided at the start of the transaction: Langebaan Country Estate, Western Cape. Only after payment was made was I informed that an additional R1,200 travel charge would apply because the installation location is considered an “outlying area”. This charge did not appear on the invoice issued for payment. Despite the dispute over this newly introduced fee, installation was scheduled for 16 March 2026 at 10:30 AM. Unfortunately: No installer arrived No prior communication was provided I only received a later phone call advising the installation had been moved to 23 March, still conditional on paying the additional travel fee I have since opened support tickets #1787 and #50206 requesting that AC Direct either: Honour the original invoiced agreement and proceed with installation without the additional fee, or Cancel the transaction and refund the full R18,299 At the time of writing, the matter remains unresolved. I hope AC Direct’s management team will review this matter and resolve it fairly and promptly.
Helpful (0)
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Colin M
1 reviews | Active since Jan 2020
17 Mar 2026, 15:03
AC Direct changed price after payment and failed to attend installation
I purchased a Samsung AR6500 Wind Free 18000 BTU air conditioner with installation from AC Direct for R18,299, which was invoiced and paid in full. My installation address was provided at the start of the transaction: Langebaan Country Estate, Western Cape. Only after payment was made was I informed that an additional R1,200 travel charge would apply because the installation location is considered an “outlying area”. This charge did not appear on the invoice issued for payment. Despite the dispute over this newly introduced fee, installation was scheduled for 16 March 2026 at 10:30 AM. Unfortunately: No installer arrived No prior communication was provided I only received a later phone call advising the installation had been moved to 23 March, still conditional on paying the additional travel fee I have since opened support tickets #1787 and #50206 requesting that AC Direct either: Honour the original invoiced agreement and proceed with installation without the additional fee, or Cancel the transaction and refund the full R18,299 At the time of writing, the matter remains unresolved. I hope AC Direct’s management team will review this matter and resolve it fairly and promptly.
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Replies (0)AS
Adriaan S
1 reviews | Active since Jan 2020
17 Mar 2026, 12:36
Poor service
I had a very frustrating experience with AC Direct. While they were quick to request payment in January and serviced two units timeously, the repair process for a third unit was a failure. I paid R2,700 upfront for a new PC board, only to be met with over a month of radio silence. The logistics were handled poorly: a courier attempted delivery with zero prior communication or tracking info. After spending significant time and effort redirecting the part to their Cape Town office, I still heard nothing for a week and eventually had to call them myself to secure an appointment. They are great at the initial sale, but their follow-through and guarantees are non-existent. I would strongly recommend using a different provider who values post-payment service
Helpful (0)
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Adriaan S
1 reviews | Active since Jan 2020
17 Mar 2026, 12:36
Poor service
I had a very frustrating experience with AC Direct. While they were quick to request payment in January and serviced two units timeously, the repair process for a third unit was a failure. I paid R2,700 upfront for a new PC board, only to be met with over a month of radio silence. The logistics were handled poorly: a courier attempted delivery with zero prior communication or tracking info. After spending significant time and effort redirecting the part to their Cape Town office, I still heard nothing for a week and eventually had to call them myself to secure an appointment. They are great at the initial sale, but their follow-through and guarantees are non-existent. I would strongly recommend using a different provider who values post-payment service
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Replies (0)avdK
andrew van der Knaap
1 reviews | Active since Jan 2020
12 Mar 2026, 07:23
Best aircon company in SA
I have used AC Direct three times, and on all occasions the level of service has been excellent. They managed to deliver and install ahead of the scheduled times. I would highly recommend them for their professionalism, efficiency, and reliability. Shanaye was great to deal with, Godfrey was friendly, helpful, and assited with installation on delivery.
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andrew van der Knaap
1 reviews | Active since Jan 2020
12 Mar 2026, 07:23
Best aircon company in SA
I have used AC Direct three times, and on all occasions the level of service has been excellent. They managed to deliver and install ahead of the scheduled times. I would highly recommend them for their professionalism, efficiency, and reliability. Shanaye was great to deal with, Godfrey was friendly, helpful, and assited with installation on delivery.
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Replies (0)DC
Dylan C
1 reviews | Active since Jan 2020
11 Mar 2026, 08:56
Don't buy from AC Direct
Never buy from AC Direct, mark my words. I spent nearly 50k on an air conditioning install, which included paying extra for scaffolding so they could reach my unit on the 3rd floor. When they arrived they didn't bring their scaffolding, so started with a ladder. Then even when the scaffolding did arrive they still used their ladders and dragged them all across the wall damaging it. It being a Body Corporate wall now makes me liable for damages. AC Direct refuses to take any responsibility and spring at most R1000 to fix the wall, saying I should have protected the wall, and their installers took precautions. They are unable to say how I'm supposed to protect an exterior 3 story wall. In addition, the installation did not work correctly from day 1, because one of the units they installed was faulty. They initially refused to replace it and sent me from pillar to post trying to sort it out. At one point tricking me into signing off the installation and trying to put it through a warranty claim to replace the faulty part. Completely forgetting that the CPA allows for full replacement regardless of warranty within 6 months of purchase. Three weeks later, and many angry phone calls later and additional damage to my wall they eventually replaced my unit and it works. But still refuse to fix the damage to my wall. No discount, no apologies, nothing. They do not give a **** about you as a customer because you've already handed over your money. Never ever purchase from them.
Helpful (0)
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Dylan C
1 reviews | Active since Jan 2020
11 Mar 2026, 08:56
Don't buy from AC Direct
Never buy from AC Direct, mark my words. I spent nearly 50k on an air conditioning install, which included paying extra for scaffolding so they could reach my unit on the 3rd floor. When they arrived they didn't bring their scaffolding, so started with a ladder. Then even when the scaffolding did arrive they still used their ladders and dragged them all across the wall damaging it. It being a Body Corporate wall now makes me liable for damages. AC Direct refuses to take any responsibility and spring at most R1000 to fix the wall, saying I should have protected the wall, and their installers took precautions. They are unable to say how I'm supposed to protect an exterior 3 story wall. In addition, the installation did not work correctly from day 1, because one of the units they installed was faulty. They initially refused to replace it and sent me from pillar to post trying to sort it out. At one point tricking me into signing off the installation and trying to put it through a warranty claim to replace the faulty part. Completely forgetting that the CPA allows for full replacement regardless of warranty within 6 months of purchase. Three weeks later, and many angry phone calls later and additional damage to my wall they eventually replaced my unit and it works. But still refuse to fix the damage to my wall. No discount, no apologies, nothing. They do not give a **** about you as a customer because you've already handed over your money. Never ever purchase from them.
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Replies (0)A
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Henry Jansen van Vuuren
1 reviews | Active since Jan 2020
5 Mar 2026, 11:03
Financial department not on par
The problem we encounter is in doing work for AC Durect. We did our jobs as proffesional as posible, we did the invoices straight after. The workers are very friendly but unfortunatly very un helpfull as when it comes to payments. Payments dates keep getting moved on and all we get is they will sort the rest tomorrow. Same as last week. We actualy did morr work for them with still no payment.
Helpful (0)
|Replies (0)HJvV
Henry Jansen van Vuuren
1 reviews | Active since Jan 2020
5 Mar 2026, 11:03
Financial department not on par
The problem we encounter is in doing work for AC Durect. We did our jobs as proffesional as posible, we did the invoices straight after. The workers are very friendly but unfortunatly very un helpfull as when it comes to payments. Payments dates keep getting moved on and all we get is they will sort the rest tomorrow. Same as last week. We actualy did morr work for them with still no payment.
0
Replies (0)EP
Eddie P
1 reviews | Active since Jan 2020
1 Mar 2026, 11:49
Poor service
I submitted an online enquiry requesting the installation of my own air conditioner, as well as servicing of four existing units. I was advised that you do not sell the brand I have. I clarified that I already own the unit, as stated in my original enquiry. I was then informed that you do not install or service any brands that you do not supply. Surely an air conditioner remains an air conditioner, regardless of the brand and shouldn't they put it on their website instead of wasting customers time?
Helpful (0)
|Replies (0)EP
Eddie P
1 reviews | Active since Jan 2020
1 Mar 2026, 11:49
Poor service
I submitted an online enquiry requesting the installation of my own air conditioner, as well as servicing of four existing units. I was advised that you do not sell the brand I have. I clarified that I already own the unit, as stated in my original enquiry. I was then informed that you do not install or service any brands that you do not supply. Surely an air conditioner remains an air conditioner, regardless of the brand and shouldn't they put it on their website instead of wasting customers time?
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Replies (0)