Industry AI Summary
Based on an analysis of recent customer reviews across South African furniture and home retailers, the sector delivers a customer experience that starts strong but deteriorates after the point of sale. In-store service and product selection earn consistent praise, but delivery reliability, product durability, and after-sales support are significant and recurring pain points. The high-value, credit-driven nature of furniture purchases means that unresolved issues cascade into billing disputes and lasting financial harm.
Industry Strengths
- Customer Service & Sales Experience: When furniture retailers invest in their people, the results are powerful. Customers consistently praise named sales consultants who take time to understand their needs, recommend suitable products within budget, and create a welcoming, pressure-free shopping environment. Strong in-store service is the sector's most reliable driver of loyalty.
Best in Class by Service Theme
Top-ranked Furniture & Home companies per service quality theme
- Delivery
- Best company: Multi Furniture and Appliances
- Score: 2.5/ 5
- Industry average: 1.5
- Product Quality
- Best company: Cielo
- Score: 4.0/ 5
- Industry average: 1.5
- Customer Service
- Best company: Cielo
- Score: 3.5/ 5
- Industry average: 1.7
- Returns & Warranty
- Best company: Cielo
- Score: 2.5/ 5
- Industry average: 1.2
- Account & Billing
- Best company: Beares
- Score: 1.1/ 5
- Industry average: 1.0
- Delivery
- Score: 2.5/ 5
- Best company: Multi Furniture and Appliances
- Industry average: Ind. avg 1.5
- Product Quality
- Score: 4.0/ 5
- Best company: Cielo
- Industry average: Ind. avg 1.5
- Customer Service
- Score: 3.5/ 5
- Best company: Cielo
- Industry average: Ind. avg 1.7
- Returns & Warranty
- Score: 2.5/ 5
- Best company: Cielo
- Industry average: Ind. avg 1.2
- Account & Billing
- Score: 1.1/ 5
- Best company: Beares
- Industry average: Ind. avg 1.0
4.5-5 Excellent 3.5-4.5 Great 2.5-3.5 Average 1.5-2.5 Poor <1.5 Terrible
Best Furniture & Home Companies in South Africa
Sort by service quality:
To rank in best categories, a business must actively reply to reviews and have received 12 or more reviews in the last 12 months. Verified businesses are always shown regardless.
C
3.9|385 reviews (last 12 months)|#1 in Furniture & Home
TrustIndex8
Reply Time9h 20m
NPS68
AI Score3
Replied to 90% of negative reviews
Typically takes 10 hours 59 min to reply
C
#1 in Furniture & Home
3.9|385 reviews
TrustIndex8
Reply Time9h 20m
NPS68
Replied to 90% of negative reviews
Typically takes 10 hours 59 min to reply
Delivery
2Ind. 1.5
Best: 2.5 (Multi Furniture and Appliances)
Product Quality
4Ind. 1.5
Best: 4 (Cielo)
Customer Service
3.5Ind. 1.7
Best: 3.5 (Cielo)
Returns & Warranty
2.5Ind. 1.2
Best: 2.5 (Cielo)
Account & Billing
N/AInd. 1
Best: 1.1 (Beares)
Overall AI Score3
Industry: 1.4Best: 3 (Cielo)Delivery
2
Industry: 1.5Best: 2.5 (Multi Furniture and Appliances)
Product Quality
4
Industry: 1.5Best: 4 (Cielo)
Customer Service
3.5
Industry: 1.7Best: 3.5 (Cielo)
Returns & Warranty
2.5
Industry: 1.2Best: 2.5 (Cielo)
Account & Billing
N/A
Industry: 1Best: 1.1 (Beares)
Overall AI Score
3
Industry: 1.4Best: 3 (Cielo)
4.5-5 Excellent 3.5-4.5 Great 2.5-3.5 Average 1.5-2.5 Poor <1.5 Terrible
L
Lewis Stores
Verified
1.6|498 reviews (last 12 months)|#2 in Furniture & Home
TrustIndex3.1
Reply Time14h 6m
NPS-66
AI Score1.1
Replied to 87% of negative reviews
Typically takes 14 hours 37 min to reply
L
Lewis Stores
Verified
#2 in Furniture & Home
1.6|498 reviews
TrustIndex3.1
Reply Time14h 6m
NPS-66
Replied to 87% of negative reviews
Typically takes 14 hours 37 min to reply
Delivery
1.4Ind. 1.5
Best: 2.5 (Multi Furniture and Appliances)
Product Quality
1.3Ind. 1.5
Best: 4 (Cielo)
Customer Service
1.1Ind. 1.7
Best: 3.5 (Cielo)
Returns & Warranty
1Ind. 1.2
Best: 2.5 (Cielo)
Account & Billing
0.9Ind. 1
Best: 1.1 (Beares)
Overall AI Score1.1
Industry: 1.4Best: 3 (Cielo)Delivery
1.4
Industry: 1.5Best: 2.5 (Multi Furniture and Appliances)
Product Quality
1.3
Industry: 1.5Best: 4 (Cielo)
Customer Service
1.1
Industry: 1.7Best: 3.5 (Cielo)
Returns & Warranty
1
Industry: 1.2Best: 2.5 (Cielo)
Account & Billing
0.9
Industry: 1Best: 1.1 (Beares)
Overall AI Score
1.1
Industry: 1.4Best: 3 (Cielo)
4.5-5 Excellent 3.5-4.5 Great 2.5-3.5 Average 1.5-2.5 Poor <1.5 Terrible
H
Homechoice
Verified
1.1|412 reviews (last 12 months)|#3 in Furniture & Home
TrustIndex2.9
Reply Time7h 3m
NPS-76
AI Score0.7
Replied to 89% of negative reviews
Typically takes 7 hours 9 min to reply
H
Homechoice
Verified
#3 in Furniture & Home
1.1|412 reviews
TrustIndex2.9
Reply Time7h 3m
NPS-76
Replied to 89% of negative reviews
Typically takes 7 hours 9 min to reply
Delivery
0.8Ind. 1.5
Best: 2.5 (Multi Furniture and Appliances)
Product Quality
0.9Ind. 1.5
Best: 4 (Cielo)
Customer Service
0.7Ind. 1.7
Best: 3.5 (Cielo)
Returns & Warranty
0.6Ind. 1.2
Best: 2.5 (Cielo)
Account & Billing
0.6Ind. 1
Best: 1.1 (Beares)
Overall AI Score0.7
Industry: 1.4Best: 3 (Cielo)Delivery
0.8
Industry: 1.5Best: 2.5 (Multi Furniture and Appliances)
Product Quality
0.9
Industry: 1.5Best: 4 (Cielo)
Customer Service
0.7
Industry: 1.7Best: 3.5 (Cielo)
Returns & Warranty
0.6
Industry: 1.2Best: 2.5 (Cielo)
Account & Billing
0.6
Industry: 1Best: 1.1 (Beares)
Overall AI Score
0.7
Industry: 1.4Best: 3 (Cielo)
4.5-5 Excellent 3.5-4.5 Great 2.5-3.5 Average 1.5-2.5 Poor <1.5 Terrible
M
Mr Price Home
Verified
1.4|195 reviews (last 12 months)|#4 in Furniture & Home
TrustIndex2.6
Reply Time70h 31m
NPS-73
AI Score1.2
Replied to 92% of negative reviews
Typically takes 72 hours 33 min to reply
M
Mr Price Home
Verified
#4 in Furniture & Home
1.4|195 reviews
TrustIndex2.6
Reply Time70h 31m
NPS-73
Replied to 92% of negative reviews
Typically takes 72 hours 33 min to reply
Delivery
1Ind. 1.5
Best: 2.5 (Multi Furniture and Appliances)
Product Quality
1.6Ind. 1.5
Best: 4 (Cielo)
Customer Service
1.2Ind. 1.7
Best: 3.5 (Cielo)
Returns & Warranty
1.1Ind. 1.2
Best: 2.5 (Cielo)
Account & Billing
N/AInd. 1
Best: 1.1 (Beares)
Overall AI Score1.2
Industry: 1.4Best: 3 (Cielo)Delivery
1
Industry: 1.5Best: 2.5 (Multi Furniture and Appliances)
Product Quality
1.6
Industry: 1.5Best: 4 (Cielo)
Customer Service
1.2
Industry: 1.7Best: 3.5 (Cielo)
Returns & Warranty
1.1
Industry: 1.2Best: 2.5 (Cielo)
Account & Billing
N/A
Industry: 1Best: 1.1 (Beares)
Overall AI Score
1.2
Industry: 1.4Best: 3 (Cielo)
4.5-5 Excellent 3.5-4.5 Great 2.5-3.5 Average 1.5-2.5 Poor <1.5 Terrible
D
Dial-a-bed
Verified
2.7|121 reviews (last 12 months)|#5 in Furniture & Home
TrustIndex0
Reply Time12h 57m
NPS6
AI Score2.2
Replied to 95% of negative reviews
Typically takes 9 hours 4 min to reply
D
Dial-a-bed
Verified
#5 in Furniture & Home
2.7|121 reviews
TrustIndex0
Reply Time12h 57m
NPS6
Replied to 95% of negative reviews
Typically takes 9 hours 4 min to reply
Delivery
2Ind. 1.5
Best: 2.5 (Multi Furniture and Appliances)
Product Quality
2.1Ind. 1.5
Best: 4 (Cielo)
Customer Service
3Ind. 1.7
Best: 3.5 (Cielo)
Returns & Warranty
1.8Ind. 1.2
Best: 2.5 (Cielo)
Account & Billing
N/AInd. 1
Best: 1.1 (Beares)
Overall AI Score2.2
Industry: 1.4Best: 3 (Cielo)Delivery
2
Industry: 1.5Best: 2.5 (Multi Furniture and Appliances)
Product Quality
2.1
Industry: 1.5Best: 4 (Cielo)
Customer Service
3
Industry: 1.7Best: 3.5 (Cielo)
Returns & Warranty
1.8
Industry: 1.2Best: 2.5 (Cielo)
Account & Billing
N/A
Industry: 1Best: 1.1 (Beares)
Overall AI Score
2.2
Industry: 1.4Best: 3 (Cielo)
4.5-5 Excellent 3.5-4.5 Great 2.5-3.5 Average 1.5-2.5 Poor <1.5 Terrible
B
Beares
Verified
1.4|143 reviews (last 12 months)|#6 in Furniture & Home
TrustIndex0
Reply Time14h 18m
NPS-66
AI Score1.1
Replied to 90% of negative reviews
Typically takes 14 hours 39 min to reply
B
Beares
Verified
#6 in Furniture & Home
1.4|143 reviews
TrustIndex0
Reply Time14h 18m
NPS-66
Replied to 90% of negative reviews
Typically takes 14 hours 39 min to reply
Delivery
N/AInd. 1.5
Best: 2.5 (Multi Furniture and Appliances)
Product Quality
1.1Ind. 1.5
Best: 4 (Cielo)
Customer Service
1.2Ind. 1.7
Best: 3.5 (Cielo)
Returns & Warranty
1.1Ind. 1.2
Best: 2.5 (Cielo)
Account & Billing
1.1Ind. 1
Best: 1.1 (Beares)
Overall AI Score1.1
Industry: 1.4Best: 3 (Cielo)Delivery
N/A
Industry: 1.5Best: 2.5 (Multi Furniture and Appliances)
Product Quality
1.1
Industry: 1.5Best: 4 (Cielo)
Customer Service
1.2
Industry: 1.7Best: 3.5 (Cielo)
Returns & Warranty
1.1
Industry: 1.2Best: 2.5 (Cielo)
Account & Billing
1.1
Industry: 1Best: 1.1 (Beares)
Overall AI Score
1.1
Industry: 1.4Best: 3 (Cielo)
4.5-5 Excellent 3.5-4.5 Great 2.5-3.5 Average 1.5-2.5 Poor <1.5 Terrible
E
3.8|126 reviews (last 12 months)|#7 in Furniture & Home
TrustIndex0
Reply Time104h 48m
NPS-4
AI Score2.5
Replied to 64% of negative reviews
Typically takes 54 hours 51 min to reply
E
#7 in Furniture & Home
3.8|126 reviews
TrustIndex0
Reply Time104h 48m
NPS-4
Replied to 64% of negative reviews
Typically takes 54 hours 51 min to reply
Delivery
2Ind. 1.5
Best: 2.5 (Multi Furniture and Appliances)
Product Quality
2Ind. 1.5
Best: 4 (Cielo)
Customer Service
3.5Ind. 1.7
Best: 3.5 (Cielo)
Returns & Warranty
N/AInd. 1.2
Best: 2.5 (Cielo)
Account & Billing
N/AInd. 1
Best: 1.1 (Beares)
Overall AI Score2.5
Industry: 1.4Best: 3 (Cielo)Delivery
2
Industry: 1.5Best: 2.5 (Multi Furniture and Appliances)
Product Quality
2
Industry: 1.5Best: 4 (Cielo)
Customer Service
3.5
Industry: 1.7Best: 3.5 (Cielo)
Returns & Warranty
N/A
Industry: 1.2Best: 2.5 (Cielo)
Account & Billing
N/A
Industry: 1Best: 1.1 (Beares)
Overall AI Score
2.5
Industry: 1.4Best: 3 (Cielo)
4.5-5 Excellent 3.5-4.5 Great 2.5-3.5 Average 1.5-2.5 Poor <1.5 Terrible
S
Sheet Street
Verified
1.6|76 reviews (last 12 months)|#8 in Furniture & Home
TrustIndex0
Reply Time41h 58m
NPS-73
AI Score1.1
Replied to 83% of negative reviews
Typically takes 46 hours 45 min to reply
S
Sheet Street
Verified
#8 in Furniture & Home
1.6|76 reviews
TrustIndex0
Reply Time41h 58m
NPS-73
Replied to 83% of negative reviews
Typically takes 46 hours 45 min to reply
Delivery
0.9Ind. 1.5
Best: 2.5 (Multi Furniture and Appliances)
Product Quality
N/AInd. 1.5
Best: 4 (Cielo)
Customer Service
1.4Ind. 1.7
Best: 3.5 (Cielo)
Returns & Warranty
1Ind. 1.2
Best: 2.5 (Cielo)
Account & Billing
N/AInd. 1
Best: 1.1 (Beares)
Overall AI Score1.1
Industry: 1.4Best: 3 (Cielo)Delivery
0.9
Industry: 1.5Best: 2.5 (Multi Furniture and Appliances)
Product Quality
N/A
Industry: 1.5Best: 4 (Cielo)
Customer Service
1.4
Industry: 1.7Best: 3.5 (Cielo)
Returns & Warranty
1
Industry: 1.2Best: 2.5 (Cielo)
Account & Billing
N/A
Industry: 1Best: 1.1 (Beares)
Overall AI Score
1.1
Industry: 1.4Best: 3 (Cielo)
4.5-5 Excellent 3.5-4.5 Great 2.5-3.5 Average 1.5-2.5 Poor <1.5 Terrible
B
1.4|100 reviews (last 12 months)|#9 in Furniture & Home
TrustIndex0
Reply Time21h 57m
NPS-82
AI Score1.2
Replied to 93% of negative reviews
Typically takes 19 hours 3 min to reply
B
#9 in Furniture & Home
1.4|100 reviews
TrustIndex0
Reply Time21h 57m
NPS-82
Replied to 93% of negative reviews
Typically takes 19 hours 3 min to reply
Delivery
1.5Ind. 1.5
Best: 2.5 (Multi Furniture and Appliances)
Product Quality
1.1Ind. 1.5
Best: 4 (Cielo)
Customer Service
1.3Ind. 1.7
Best: 3.5 (Cielo)
Returns & Warranty
1.1Ind. 1.2
Best: 2.5 (Cielo)
Account & Billing
1.1Ind. 1
Best: 1.1 (Beares)
Overall AI Score1.2
Industry: 1.4Best: 3 (Cielo)Delivery
1.5
Industry: 1.5Best: 2.5 (Multi Furniture and Appliances)
Product Quality
1.1
Industry: 1.5Best: 4 (Cielo)
Customer Service
1.3
Industry: 1.7Best: 3.5 (Cielo)
Returns & Warranty
1.1
Industry: 1.2Best: 2.5 (Cielo)
Account & Billing
1.1
Industry: 1Best: 1.1 (Beares)
Overall AI Score
1.2
Industry: 1.4Best: 3 (Cielo)
4.5-5 Excellent 3.5-4.5 Great 2.5-3.5 Average 1.5-2.5 Poor <1.5 Terrible
T
2.3|86 reviews (last 12 months)|#10 in Furniture & Home
TrustIndex0
Reply Time251h 53m
NPS-80
Replied to 13% of negative reviews
Typically takes 188 hours 46 min to reply
T
#10 in Furniture & Home
2.3|86 reviews
TrustIndex0
Reply Time251h 53m
NPS-80
Replied to 13% of negative reviews
Typically takes 188 hours 46 min to reply
Delivery
N/AInd. 1.5
Best: 2.5 (Multi Furniture and Appliances)
Product Quality
1Ind. 1.5
Best: 4 (Cielo)
Customer Service
2.1Ind. 1.7
Best: 3.5 (Cielo)
Returns & Warranty
N/AInd. 1.2
Best: 2.5 (Cielo)
Account & Billing
N/AInd. 1
Best: 1.1 (Beares)
Overall AI ScoreN/A
Industry: 1.4Best: 3 (Cielo)Delivery
N/A
Industry: 1.5Best: 2.5 (Multi Furniture and Appliances)
Product Quality
1
Industry: 1.5Best: 4 (Cielo)
Customer Service
2.1
Industry: 1.7Best: 3.5 (Cielo)
Returns & Warranty
N/A
Industry: 1.2Best: 2.5 (Cielo)
Account & Billing
N/A
Industry: 1Best: 1.1 (Beares)
Overall AI Score
N/A
Industry: 1.4Best: 3 (Cielo)
4.5-5 Excellent 3.5-4.5 Great 2.5-3.5 Average 1.5-2.5 Poor <1.5 Terrible
M
Multi Furniture and Appliances
Verified
3|150 reviews (last 12 months)|#11 in Furniture & Home
TrustIndex0
Reply Time360h 57m
NPS-32
AI Score2.8
Replied to 43% of negative reviews
Typically takes 596 hours 17 min to reply
M
Multi Furniture and Appliances
Verified
#11 in Furniture & Home
3|150 reviews
TrustIndex0
Reply Time360h 57m
NPS-32
Replied to 43% of negative reviews
Typically takes 596 hours 17 min to reply
Delivery
2.5Ind. 1.5
Best: 2.5 (Multi Furniture and Appliances)
Product Quality
2.6Ind. 1.5
Best: 4 (Cielo)
Customer Service
3.4Ind. 1.7
Best: 3.5 (Cielo)
Returns & Warranty
N/AInd. 1.2
Best: 2.5 (Cielo)
Account & Billing
N/AInd. 1
Best: 1.1 (Beares)
Overall AI Score2.8
Industry: 1.4Best: 3 (Cielo)Delivery
2.5
Industry: 1.5Best: 2.5 (Multi Furniture and Appliances)
Product Quality
2.6
Industry: 1.5Best: 4 (Cielo)
Customer Service
3.4
Industry: 1.7Best: 3.5 (Cielo)
Returns & Warranty
N/A
Industry: 1.2Best: 2.5 (Cielo)
Account & Billing
N/A
Industry: 1Best: 1.1 (Beares)
Overall AI Score
2.8
Industry: 1.4Best: 3 (Cielo)
4.5-5 Excellent 3.5-4.5 Great 2.5-3.5 Average 1.5-2.5 Poor <1.5 Terrible
Frequently Asked Questions About Furniture & Home
What are the best-rated Furniture & Home companies in South Africa?
The highest-rated Furniture & Home companies in South Africa on Hellopeter, ranked by TrustIndex, are:
- Cielo — TrustIndex 8 out of 10, 385 reviews (last 12 months)
- Lewis Stores — TrustIndex 3.1 out of 10, 498 reviews (last 12 months)
- Homechoice — TrustIndex 2.9 out of 10, 412 reviews (last 12 months)
- Mr Price Home — TrustIndex 2.6 out of 10, 195 reviews (last 12 months)
TrustIndex combines customer sentiment and a business's responsiveness to negative reviews. For theme-specific leaders, see the Best-in-Class breakdown earlier on this page.
How do customers rate Furniture & Home providers in South Africa?
Across 11 Furniture & Home providers on Hellopeter, the average star rating is 2.2 out of 5, based on 2 292 reviews in the last 12 months. The top Furniture & Home providers score 3+; providers in the bottom tier score below 1.4.
What should consumers look for in a Furniture & Home provider?
For Furniture & Home in South Africa, the same quality markers that distinguish the best Retail companies apply: The top-performing furniture retailers break the sector's "sale-to-silence" pattern. They are honest about stock levels and delivery timelines at the point of sale, so customers know what to expect before they pay. They deliver on time, in good condition, with assembly included. And when something goes wrong, they replace rather than endlessly repair, resolving warranty claims in weeks rather than months. The best retailers treat after-sales service with the same investment as the showroom experience.
What does Hellopeter's AI analyse for Furniture & Home?
Hellopeter's AI analyses Furniture & Home providers across key service themes including Delivery & Fulfilment, Product Quality & Durability, Customer Service & Sales Experience, Returns, Refunds & Warranty, Account Management & Billing. Each theme is scored based on the sentiment and detail of real customer reviews. How does Hellopeter analyse companies? →
How does Furniture & Home compare to other Retail subcategories?
Furniture & Home is one of the reviewed subcategories within Retail on Hellopeter. Customer feedback in this subcategory tends to focus on the same five service themes used to score the parent industry, with Delivery & Fulfilment typically the most scrutinised area in Furniture & Home.