DF
Decofurn Factory Shop
Claimed Business
DF
Decofurn Factory Shop
Claimed Business
148 Reviews (last 12 months)
Does not respond to reviews
Rated in:
Scores reflect the Overall AI Score for each category
Decofurn Factory Shop
Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Decofurn Factory Shop is facing significant customer dissatisfaction across nearly every service touchpoint. Customers describe repeated breakdowns in Delivery, Fulfilment & Logistics (1.6), Refunds, Returns & Consumer Rights (1.5), and Customer Service & Support (1.8). Product Quality & Value (2.0) draws criticism for defects and misleading descriptions. A handful of positive experiences exist but are overshadowed by systemic post-sale failures.
TrustIndex
2
Jul '25 - Jun '26
Based on recent customer reviews, Decofurn Factory Shop is facing significant customer dissatisfaction across nearly every service touchpoint. Customers describe repeated breakdowns in Delivery, Fulfilment & Logistics (1.6), Refunds, Returns & Consumer Rights (1.5), and Customer Service & Support (1.8). Product Quality & Value (2.0) draws criticism for defects and misleading descriptions. A handful of positive experiences exist but are overshadowed by systemic post-sale failures.
The most common complaint about Decofurn Factory Shop, based on Hellopeter's AI analysis of recent customer reviews, is Refunds, Returns & Consumer Rights. Refunds, Returns & Consumer Rights (1.5) is the most damaging theme. Customers describe weeks-long refund delays, the rigid 48-hour defect window, R1400 mattress return fees, and outright refusals citing policy. Many threaten escalation to the CGSO and National Consumer Commission.
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Jan 2020
I was at decofurn boksburg yesterday. Every desk i wanted was out of stock. There was one we finally chose that she said they had stock off. They was supposed to deliver today 24 May. But they call and say all damaged. I did tell them I need delivered as soon as possible and they said today and thats why I bought it. The lady seemed unenthusiastic to help. Their contact number 010 534 8563
1 reviews | Active since Jan 2020
I was at decofurn boksburg yesterday. Every desk i wanted was out of stock. There was one we finally chose that she said they had stock off. They was supposed to deliver today 24 May. But they call and say all damaged. I did tell them I need delivered as soon as possible and they said today and thats why I bought it. The lady seemed unenthusiastic to help. Their contact number 010 534 8563
1 reviews | Active since Jan 2020
I keep getting emails from Decofurn to take up special offers and one of the catch phrases is "Super speedy delivery". Based on this I placed and paid for an online order. Only after your order do they state that delivery is between 5-7 working days!! Nothing speedy about that especially as I will be leaving for overseas before that time is up. Seriously false advertising and now I'm stuck with a paid order which I won't be able to take delivery of. Their call centre agent dismissed me in a do not care attitude and said it is what it is....shocking!
1 reviews | Active since Jan 2020
I keep getting emails from Decofurn to take up special offers and one of the catch phrases is "Super speedy delivery". Based on this I placed and paid for an online order. Only after your order do they state that delivery is between 5-7 working days!! Nothing speedy about that especially as I will be leaving for overseas before that time is up. Seriously false advertising and now I'm stuck with a paid order which I won't be able to take delivery of. Their call centre agent dismissed me in a do not care attitude and said it is what it is....shocking!
1 reviews | Active since Jan 2020
We bought a two seater, leather look-a-like couch, from the Decofurn shop in Centurion. We had the couch for about 2 weeks, when the "coating" of the upholstery, started to come off on some of the corners. I complained about this and this bad quality and, after about 3 weeks, the couch was replaced. About two months later, the same thing happened again. Unfortunately, by that time, I caused a little damage to the lid of the centre console and I knew, that I would have to pay for it, to get the couch replaced again. So, I just left it, because my damage was not that obvious. Now, only about two and a half years after we bought the couch, a large patch of the "coating" on the back rest, is coming off. It looks terrible. Except for that, the arm rest on the left hand side has lost its shape months ago already. I did not expect these faults, from a couch that we have paid R7k for. If I knew then what I know now, I would never have spent this kind of money, on this ****. (I would rather have bought a couch, that was covered with cloth and scotchguarded it.) Now we are sitting with this ******* and we cannot afford a new one, or to somehow fix it, which would mean having it re-upholstered all over and that will also cost an arm and a leg.
1 reviews | Active since Jan 2020
We bought a two seater, leather look-a-like couch, from the Decofurn shop in Centurion. We had the couch for about 2 weeks, when the "coating" of the upholstery, started to come off on some of the corners. I complained about this and this bad quality and, after about 3 weeks, the couch was replaced. About two months later, the same thing happened again. Unfortunately, by that time, I caused a little damage to the lid of the centre console and I knew, that I would have to pay for it, to get the couch replaced again. So, I just left it, because my damage was not that obvious. Now, only about two and a half years after we bought the couch, a large patch of the "coating" on the back rest, is coming off. It looks terrible. Except for that, the arm rest on the left hand side has lost its shape months ago already. I did not expect these faults, from a couch that we have paid R7k for. If I knew then what I know now, I would never have spent this kind of money, on this ****. (I would rather have bought a couch, that was covered with cloth and scotchguarded it.) Now we are sitting with this ******* and we cannot afford a new one, or to somehow fix it, which would mean having it re-upholstered all over and that will also cost an arm and a leg.
1 reviews | Active since Jan 2020
Worst online service I've ever experienced. Placed an order on 4th May 2026, paid , sent proof via email and now can't get any feedback on my order. In fact, the latest update says payment pending. No response to emails and chat bot (Dee) unhelpful. The worst online portal I've ever had to deal with. The App shows no helpful means of following up on an order.
1 reviews | Active since Jan 2020
Worst online service I've ever experienced. Placed an order on 4th May 2026, paid , sent proof via email and now can't get any feedback on my order. In fact, the latest update says payment pending. No response to emails and chat bot (Dee) unhelpful. The worst online portal I've ever had to deal with. The App shows no helpful means of following up on an order.
1 reviews | Active since Jan 2020
I am writing to formally lodge a complaint against DecoFurn due to the consistently poor service I have experienced following a furniture purchase of approximately R25,000. From the outset, the experience has been unacceptable. At the point of sale, I was never informed of any waiting period for the dining table. Had I been advised that the item was not readily available and still required transportation, I would have made an informed decision before purchasing. Since the purchase date, there has been no proactive communication from the store regarding the status of my order, which is extremely disappointing. The situation worsened on delivery days. Despite paying for installation, the delivery team refused to assemble the double bed base and headboard, claiming that no installation fee had been paid. This is incorrect. I was explicitly advised by the sales consultant that installation must be paid per item, and this was captured on DecoFurn’s system. It appears that the issue stems from an internal capturing error, which I should not be penalised for. To make matters worse, the store is now demanding a call out fee to return and fix outstanding installation issues, including: • The headboard and bed base assembly, which was mishandled on delivery; and • A coffee table that is uneven, clearly indicating improper installation. This would be the third visit, and I am being asked to pay yet another fee — despite the fact that these issues are the direct result of poor service and internal mistakes by DecoFurn, not my actions. The handling of my complaint by store management has been equally appalling. Rather than assisting, I was met with indifference and repeatedly told about “company policy,” and even made to feel as though my concern was dismissed as my word against the salesperson’s. This is unacceptable and deeply insulting to a paying customer. To be clear: • I paid for installation. • The failure to complete installation correctly is not my fault. • I will not pay an additional call out fee to fix errors caused by DecoFurn. • The store must send a delivery/assembly team to rectify the outstanding installations at no cost. After spending such a significant amount, the level of service received has been far below acceptable standards. I believe I have been unfairly treated, and this matter should be rectified immediately. I expect DecoFurn to take full responsibility, resolve the installation issues promptly, and improve its after sales communication. Until then, I cannot recommend DecoFurn to any customer. I trust HelloPeter will assist in escalating this matter for resolution.
1 reviews | Active since Jan 2020
I am writing to formally lodge a complaint against DecoFurn due to the consistently poor service I have experienced following a furniture purchase of approximately R25,000. From the outset, the experience has been unacceptable. At the point of sale, I was never informed of any waiting period for the dining table. Had I been advised that the item was not readily available and still required transportation, I would have made an informed decision before purchasing. Since the purchase date, there has been no proactive communication from the store regarding the status of my order, which is extremely disappointing. The situation worsened on delivery days. Despite paying for installation, the delivery team refused to assemble the double bed base and headboard, claiming that no installation fee had been paid. This is incorrect. I was explicitly advised by the sales consultant that installation must be paid per item, and this was captured on DecoFurn’s system. It appears that the issue stems from an internal capturing error, which I should not be penalised for. To make matters worse, the store is now demanding a call out fee to return and fix outstanding installation issues, including: • The headboard and bed base assembly, which was mishandled on delivery; and • A coffee table that is uneven, clearly indicating improper installation. This would be the third visit, and I am being asked to pay yet another fee — despite the fact that these issues are the direct result of poor service and internal mistakes by DecoFurn, not my actions. The handling of my complaint by store management has been equally appalling. Rather than assisting, I was met with indifference and repeatedly told about “company policy,” and even made to feel as though my concern was dismissed as my word against the salesperson’s. This is unacceptable and deeply insulting to a paying customer. To be clear: • I paid for installation. • The failure to complete installation correctly is not my fault. • I will not pay an additional call out fee to fix errors caused by DecoFurn. • The store must send a delivery/assembly team to rectify the outstanding installations at no cost. After spending such a significant amount, the level of service received has been far below acceptable standards. I believe I have been unfairly treated, and this matter should be rectified immediately. I expect DecoFurn to take full responsibility, resolve the installation issues promptly, and improve its after sales communication. Until then, I cannot recommend DecoFurn to any customer. I trust HelloPeter will assist in escalating this matter for resolution.
1 reviews | Active since Jan 2020
I bought two side tables (bedroom) and a tv cabinet and a mirror from decofurn and the process of collecting at their Boksburg branch was seamless. They loaded it into the car for me, made sure the mirror wasn’t broken too. But what stood out to me from their products (besides it being good quality) is that as a female I could build the furniture pieces myself, albeit it a bit difficult, it was doable! Comparing it to other companies where you build the furniture yourself, I will never not recommend Decofurn!! I have ordered a study desk from them. This time, however, I do want them to build it for me. A lot of blood, sweat and tears went into it the previous time and I’m not sure I can do that again lol. I see it’s only R60 for them to assemble it. Hopefully this process will be seamless once I collect and ask them to build it for me!
1 reviews | Active since Jan 2020
I bought two side tables (bedroom) and a tv cabinet and a mirror from decofurn and the process of collecting at their Boksburg branch was seamless. They loaded it into the car for me, made sure the mirror wasn’t broken too. But what stood out to me from their products (besides it being good quality) is that as a female I could build the furniture pieces myself, albeit it a bit difficult, it was doable! Comparing it to other companies where you build the furniture yourself, I will never not recommend Decofurn!! I have ordered a study desk from them. This time, however, I do want them to build it for me. A lot of blood, sweat and tears went into it the previous time and I’m not sure I can do that again lol. I see it’s only R60 for them to assemble it. Hopefully this process will be seamless once I collect and ask them to build it for me!
1 reviews | Active since Jan 2020
This was my first time purchasing from Decofurn, as I usually shop at House and Home or Rochester. However, due to a special promotion, my partner and I decided to give Decofurn a try on 28.02.2026. Upon entering the store, we were warmly assisted by a sales consultant, Leilani Sauls, who was friendly, attentive, and efficient. She quickly helped us locate the items we wanted and guided us to the payment point. Up until that moment, the experience was pleasant. Unfortunately, things took a significant turn at the pay point. There were already customers waiting to be assisted, including an elderly lady, while two staff members behind the counter were engaged in what appeared to be a personal conversation. When I approached to ask for assistance, I was met with a very abrupt response, lacking even basic customer courtesy. The consultant who assisted me, Evangelina, continued her personal conversation throughout the transaction. She handed me the card machine and simply said, “Tap or insert,” with no engagement or professionalism. During payment, I needed a moment to retrieve my PIN from my banking app, and her body language and visible impatience made the situation unnecessarily uncomfortable. Once the transaction was complete, no guidance was provided on the next steps. As a first-time customer, I had no idea where to go and had to rely on another customer to direct me to the collection point. At the collection area, the process felt disorganized and impersonal. Customers, including elderly individuals, were left waiting without clear communication, and names were simply called out when items were ready. Eventually, my item was handed over and stamped by security, but the overall experience felt cold and inefficient. While Decofurn’s promotions and online presence are impressive, the in-store customer service—particularly at the pay point and collection area—is deeply disappointing. As someone who also works in customer service, I understand that environments can be busy and challenging, but professionalism and basic courtesy should never be compromised. This experience left me feeling like just another number rather than a valued customer. Unfortunately, I will not be returning and will continue supporting stores where customer care and service standards are prioritized.
1 reviews | Active since Jan 2020
This was my first time purchasing from Decofurn, as I usually shop at House and Home or Rochester. However, due to a special promotion, my partner and I decided to give Decofurn a try on 28.02.2026. Upon entering the store, we were warmly assisted by a sales consultant, Leilani Sauls, who was friendly, attentive, and efficient. She quickly helped us locate the items we wanted and guided us to the payment point. Up until that moment, the experience was pleasant. Unfortunately, things took a significant turn at the pay point. There were already customers waiting to be assisted, including an elderly lady, while two staff members behind the counter were engaged in what appeared to be a personal conversation. When I approached to ask for assistance, I was met with a very abrupt response, lacking even basic customer courtesy. The consultant who assisted me, Evangelina, continued her personal conversation throughout the transaction. She handed me the card machine and simply said, “Tap or insert,” with no engagement or professionalism. During payment, I needed a moment to retrieve my PIN from my banking app, and her body language and visible impatience made the situation unnecessarily uncomfortable. Once the transaction was complete, no guidance was provided on the next steps. As a first-time customer, I had no idea where to go and had to rely on another customer to direct me to the collection point. At the collection area, the process felt disorganized and impersonal. Customers, including elderly individuals, were left waiting without clear communication, and names were simply called out when items were ready. Eventually, my item was handed over and stamped by security, but the overall experience felt cold and inefficient. While Decofurn’s promotions and online presence are impressive, the in-store customer service—particularly at the pay point and collection area—is deeply disappointing. As someone who also works in customer service, I understand that environments can be busy and challenging, but professionalism and basic courtesy should never be compromised. This experience left me feeling like just another number rather than a valued customer. Unfortunately, I will not be returning and will continue supporting stores where customer care and service standards are prioritized.
1 reviews | Active since Jan 2020
I am a repeat Decofurn customer. Four days into a runaround I now realise my experience matches almost every recent 1-star review on this page - that is the actual story here. Order #200320589 was delivered on 22 April 2026 - total R 15,494. Two days later I asked to return one side table and two folding chairs (unassembled, unused, in original packaging) and to BUY a different table and two chairs from Decofurn in the same trip. A net-positive transaction. What followed: Day 1 (23 Apr): I emailed returns@decofurnsa.co.za exactly as your published returns policy instructs. No reply. Day 2 (24 Apr): Two cases were opened - 00208458 (Michelle), 00208547 (Denise). Replies confused mattress/bed with the table/chair I had asked about. When I clarified, the thread went silent. Day 3 (25 Apr morning): Denise rep**** after 19 hours of silence with: "May you kindly please advise if you had been assisted already?" No, I had not. Day 3 (25 Apr 16:00 SAST): I sent a formal escalation email to info@, returns@ and stores@ with a 19:00 SAST deadline. Day 3 (25 Apr 18:26 SAST, 34 minutes BEFORE the deadline): Decofurn's response was three identical auto-acknowledgement emails fired four seconds apart, opening THREE MORE tickets (00208601, 00208602, 00208603) and promising "up to three working days" for a human reply. Day 3 (25 Apr): I also emailed three Decofurn directors personally and DM'd one of them on LinkedIn. Silence on every channel. Phone lines 087 049 4155 and 021 100 3945 have not connected on any of four days. Callback offers never materialised. I leave South Africa on Monday. The window to physically bring the items in closes tomorrow. I am asking Decofurn for one sentence: which Cape Town store accepts the return today or tomorrow. That is the entire question. Five active ticket numbers, four days, multiple direct emails to executives - and Decofurn still cannot answer it. This is not one bad case. The Hellopeter pattern - "REFUND!!!!!", "online order and refund nightmare", "returns and refunds are a nightmare", "appalling customer service" - is exactly what is happening to me. The TrustIndex of 2.0/10 is a leading indicator, not noise. Order #200320589. Cases 00208458, 00208547, 00208601, 00208602, 00208603.
1 reviews | Active since Jan 2020
I am a repeat Decofurn customer. Four days into a runaround I now realise my experience matches almost every recent 1-star review on this page - that is the actual story here. Order #200320589 was delivered on 22 April 2026 - total R 15,494. Two days later I asked to return one side table and two folding chairs (unassembled, unused, in original packaging) and to BUY a different table and two chairs from Decofurn in the same trip. A net-positive transaction. What followed: Day 1 (23 Apr): I emailed returns@decofurnsa.co.za exactly as your published returns policy instructs. No reply. Day 2 (24 Apr): Two cases were opened - 00208458 (Michelle), 00208547 (Denise). Replies confused mattress/bed with the table/chair I had asked about. When I clarified, the thread went silent. Day 3 (25 Apr morning): Denise rep**** after 19 hours of silence with: "May you kindly please advise if you had been assisted already?" No, I had not. Day 3 (25 Apr 16:00 SAST): I sent a formal escalation email to info@, returns@ and stores@ with a 19:00 SAST deadline. Day 3 (25 Apr 18:26 SAST, 34 minutes BEFORE the deadline): Decofurn's response was three identical auto-acknowledgement emails fired four seconds apart, opening THREE MORE tickets (00208601, 00208602, 00208603) and promising "up to three working days" for a human reply. Day 3 (25 Apr): I also emailed three Decofurn directors personally and DM'd one of them on LinkedIn. Silence on every channel. Phone lines 087 049 4155 and 021 100 3945 have not connected on any of four days. Callback offers never materialised. I leave South Africa on Monday. The window to physically bring the items in closes tomorrow. I am asking Decofurn for one sentence: which Cape Town store accepts the return today or tomorrow. That is the entire question. Five active ticket numbers, four days, multiple direct emails to executives - and Decofurn still cannot answer it. This is not one bad case. The Hellopeter pattern - "REFUND!!!!!", "online order and refund nightmare", "returns and refunds are a nightmare", "appalling customer service" - is exactly what is happening to me. The TrustIndex of 2.0/10 is a leading indicator, not noise. Order #200320589. Cases 00208458, 00208547, 00208601, 00208602, 00208603.
Decofurn Factory Shop has a TrustIndex of 2 out of 10 on Hellopeter, based on 148 reviews in the last 12 months. Hellopeter has tracked Decofurn Factory Shop across 1,857 total reviews. How is the TrustIndex calculated? →