Leather Gallery
Claimed Business
AI Review Summary
Based on recent customer reviews, Leather Gallery faces severe criticism around product quality and after-sales service. Customers consistently report defective furniture, including spring noises, peeling leather, sinking cushions, and overstuffed designs, despite paying premium prices ranging from R16,000 to R65,000. A recurring frustration is the company's unresponsive customer service, with complaints ignored for months and escalations to management yielding no resolution. Several reviewers mention being denied warranty claims or refunds, and wrong colour deliveries have added to customer distress. Only one review praised a friendly in-store experience at the Ballito branch.
Performance(last 12 months):
TrustIndex
0
Score
Ranking
#53
in Retail
NPS Score
-95
Recommended: Unlikely
Review Distribution
1.1|33 Reviews
May '25 - Apr '26
5(3.6%)
4(0%)
3(0%)
2(0%)
1(96.4%)
5(3.6%)
4(0%)
3(0%)
2(0%)
1(96.4%)
Frequently Asked Questions About Leather Gallery
Based on recent customer reviews, this business delivers a consistently strong customer experience anchored by outstanding agent quality and rapid communication. Customers frequently name individual consultants and praise their friendliness, patience, and professionalism. Recurring praise is given to claims and roadside assistance, though a vocal minority report frustrating delays, rejected claims, and poor transparency around premium increases.
Hellopeter's TrustIndex is a 0–10 score based on review star ratings, reply speed, and recent activity over the last 12 months. How is the TrustIndex calculated? →
Recent reviews (33)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceMM
Malehlonono M
1 reviews | Active since Jan 2020
19 Mar 2026, 07:06
********** customer service
I made a layby last year online and it went through. The following day I received a text message from one of the online staff notifying me that some of the stuff I put on layby is unavailable and some are not in condition. Nqoba Mvuni offered me alternative items to replace the ones that were unavailable. Since I didn't like the new items he offered, I asked him to assist with canceling the other items and he created a new invoice for me. However, when I check on the system, nothing was updated and tried several times to contact the online team regarding my query from last year October till to date no one has bothered to respond to my emails. Their service is very poor and **********. If I had an option to give them no star, I would. Now I'm stuck with an unresolved layby because no one is willing to assist. I would recommend them to any of my family members or close friends. No customer deserves to go through what I'm going through.
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Malehlonono M
1 reviews | Active since Jan 2020
19 Mar 2026, 07:06
********** customer service
I made a layby last year online and it went through. The following day I received a text message from one of the online staff notifying me that some of the stuff I put on layby is unavailable and some are not in condition. Nqoba Mvuni offered me alternative items to replace the ones that were unavailable. Since I didn't like the new items he offered, I asked him to assist with canceling the other items and he created a new invoice for me. However, when I check on the system, nothing was updated and tried several times to contact the online team regarding my query from last year October till to date no one has bothered to respond to my emails. Their service is very poor and **********. If I had an option to give them no star, I would. Now I'm stuck with an unresolved layby because no one is willing to assist. I would recommend them to any of my family members or close friends. No customer deserves to go through what I'm going through.
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Mogotladi M
1 reviews | Active since Jan 2020
11 Mar 2026, 06:23
Unacceptable quality of couch
Bought a couch from this store and when i had a issue with the installing the leg it does not fit ,notified the store was told to log complaint on the website ,and the way the whole thing was handled is not acceptable.No body from the complaints calls me all they do is sent message a day later .no imediate response .I request that this thing sorted as soon as possible
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Mogotladi M
1 reviews | Active since Jan 2020
11 Mar 2026, 06:23
Unacceptable quality of couch
Bought a couch from this store and when i had a issue with the installing the leg it does not fit ,notified the store was told to log complaint on the website ,and the way the whole thing was handled is not acceptable.No body from the complaints calls me all they do is sent message a day later .no imediate response .I request that this thing sorted as soon as possible
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Thakgalang M
1 reviews | Active since Jan 2020
19 Feb 2026, 18:02
Unhappy customer
We are unhappy about the service regarding a delivery from the Menlyn Store. We called to arrange delivery on Wednesday, and they confirmed for that we will have our goods on Thursday. Today they didn't deliver and they have cannot get us in touch with the delivery team to give an exact day of delivery.
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Thakgalang M
1 reviews | Active since Jan 2020
19 Feb 2026, 18:02
Unhappy customer
We are unhappy about the service regarding a delivery from the Menlyn Store. We called to arrange delivery on Wednesday, and they confirmed for that we will have our goods on Thursday. Today they didn't deliver and they have cannot get us in touch with the delivery team to give an exact day of delivery.
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Slindy S
1 reviews | Active since Jan 2020
16 Feb 2026, 14:05
Bad Experience!!!
Poor Quality for 3 piece couches To Whom It May Concern, I would like to formally share my disappointment regarding the 3-piece couch set I purchased in December 2025 for R50,000. Within just two months of purchase, the inner structure of one of the couches was damaged while my son was playing on it. This was not misuse, but normal household activity that any family furniture should reasonably withstand. For a product in this price range, I expected far better durability and quality. I contacted the Gallery team to express my concerns, only to be informed that I would need to pay for a technician, as the damage allegedly does not fall under “household use.” I find this response unacceptable. A couch purchased for R50,000 should not suffer internal damage from ordinary family use, nor should a customer be expected to incur additional costs so soon after purchase. Based on my experience, I cannot confidently recommend your couches to others. The quality does not reflect the premium price, and this has been extremely disappointing. I hope you will reconsider your position and provide a fair resolution to this matter.
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Slindy S
1 reviews | Active since Jan 2020
16 Feb 2026, 14:05
Bad Experience!!!
Poor Quality for 3 piece couches To Whom It May Concern, I would like to formally share my disappointment regarding the 3-piece couch set I purchased in December 2025 for R50,000. Within just two months of purchase, the inner structure of one of the couches was damaged while my son was playing on it. This was not misuse, but normal household activity that any family furniture should reasonably withstand. For a product in this price range, I expected far better durability and quality. I contacted the Gallery team to express my concerns, only to be informed that I would need to pay for a technician, as the damage allegedly does not fall under “household use.” I find this response unacceptable. A couch purchased for R50,000 should not suffer internal damage from ordinary family use, nor should a customer be expected to incur additional costs so soon after purchase. Based on my experience, I cannot confidently recommend your couches to others. The quality does not reflect the premium price, and this has been extremely disappointing. I hope you will reconsider your position and provide a fair resolution to this matter.
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Mary C
1 reviews | Active since Jan 2020
10 Feb 2026, 11:24
Leather Gallery already broken in 6months time
I bought couches from Leather and Gallery last year July and to my surprise the 3seater spring is broken and resulted in a flat couch....as well as a 1seater is also flat. I emailed them and they simply responded that I have been seating on on the couch repeatedly. We are only 2 in the house and normally I will be at work and my daughter will be at school.
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Mary C
1 reviews | Active since Jan 2020
10 Feb 2026, 11:24
Leather Gallery already broken in 6months time
I bought couches from Leather and Gallery last year July and to my surprise the 3seater spring is broken and resulted in a flat couch....as well as a 1seater is also flat. I emailed them and they simply responded that I have been seating on on the couch repeatedly. We are only 2 in the house and normally I will be at work and my daughter will be at school.
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Roberto B
1 reviews | Active since Jan 2020
20 Jan 2026, 09:48
Be careful when buying online from Leather Gallery, you might not get what you paid for.
I have been searching for an occasional chair for the last few weeks and came across a chair I like on Leather Gallery's website. The item was a Moroccan Sun Julia chair advertised at R6999 on promotion. I decided to go to a branch to look at the chair and here is where it got interesting so I will note a number of points in my review: 1: When I asked the salesperson at the Boksburg branch how long it would take for delivery (usually furniture shops take 7 - 14 days to deliver) I was told that the promotion is for the chair on the floor. So that means if I bought online without going to the shop, I would have expected a brand-new chair, not one that was a demo unit that has been sitting on a floor, that was sampled by customers, possible been swapped out between branches, but in actual fact received demo stock from a floor. This is all good and well if it is a demo clearance but its not, it is advertised as normal promotion. 2: Next, the actual promotion price on the website shows that it was R10300 and discounted by 33% to a mere R6999. What does not make sense is all other colors (not on promotion) are selling at full prices of between R7250 and R8000. So, I queried that and get told that its the color. I now guess the color yellow is linked to the price of gold. I raised this via there online chat and they said its an end of range sale. I then contacted head office and was told the same but they added there is a disclaimer on the website that speaks to errors. Great, so the point is, if you ever plan to buy from them, dont assume you are getting new furniture, expect the worst so that you are not disappointed. As a parting note, I did mention to them that I do not have a problem with demo items or buying them as long as I know. My problem is deceiving clients online to make them believe they are buying brand new furniture when they are not. If they offered demo clearance or end of range at a discounted amount it would have been fine. (A real discount though, not one that claims yellow is as expensive as gold showing inflated original prices that doesnt make sense)
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Roberto B
1 reviews | Active since Jan 2020
20 Jan 2026, 09:48
Be careful when buying online from Leather Gallery, you might not get what you paid for.
I have been searching for an occasional chair for the last few weeks and came across a chair I like on Leather Gallery's website. The item was a Moroccan Sun Julia chair advertised at R6999 on promotion. I decided to go to a branch to look at the chair and here is where it got interesting so I will note a number of points in my review: 1: When I asked the salesperson at the Boksburg branch how long it would take for delivery (usually furniture shops take 7 - 14 days to deliver) I was told that the promotion is for the chair on the floor. So that means if I bought online without going to the shop, I would have expected a brand-new chair, not one that was a demo unit that has been sitting on a floor, that was sampled by customers, possible been swapped out between branches, but in actual fact received demo stock from a floor. This is all good and well if it is a demo clearance but its not, it is advertised as normal promotion. 2: Next, the actual promotion price on the website shows that it was R10300 and discounted by 33% to a mere R6999. What does not make sense is all other colors (not on promotion) are selling at full prices of between R7250 and R8000. So, I queried that and get told that its the color. I now guess the color yellow is linked to the price of gold. I raised this via there online chat and they said its an end of range sale. I then contacted head office and was told the same but they added there is a disclaimer on the website that speaks to errors. Great, so the point is, if you ever plan to buy from them, dont assume you are getting new furniture, expect the worst so that you are not disappointed. As a parting note, I did mention to them that I do not have a problem with demo items or buying them as long as I know. My problem is deceiving clients online to make them believe they are buying brand new furniture when they are not. If they offered demo clearance or end of range at a discounted amount it would have been fine. (A real discount though, not one that claims yellow is as expensive as gold showing inflated original prices that doesnt make sense)
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Phillistus K
1 reviews | Active since Jan 2020
10 Jan 2026, 01:00
50k for bad quality couches and Leather Gallery's bad customer service
I am extremely disappointed with the quality of the couches I bought from Leather Gallery and the way my complaint has been handled. I paid R50,000 expecting long-lasting, premium furniture, but within less than two years, the couches began sinking, making noises, and developing wrinkles. This should NEVER happen with furniture in this price range. When I reported the issue, Leather Gallery took the couches in for “repairs,” but the situation became even worse. The couches came back uncomfortable, continued sinking shortly after, still made creaking sounds when sitting or getting up, and had visible wrinkles throughout the couches To make things worse, Leather Gallery closed my query without resolving anything. My concerns were treated as though they meant nothing. I was told the work was done out of “goodwill,” but if that were true, I would not still be dealing with these major defects. I have completely lost faith in this product and the service received. I am formally requesting a full refund. I refuse to keep going back and forth while receiving no proper resolution. I paid for quality — and this is far from it. I will continue escalating this matter through the National Consumer Commission until it is resolved fairly. I want my money back. #LeatherGallery #PoorQuality #BadService #ConsumerRights #DefectiveProduct #FaultyCouches #UnresolvedComplaint #CustomerServiceFail #RefundRequested #ConsumerProtectionAct #NotWorthR50000 #QualityIssues #DisappointedCustomer #DoBetterLeatherGallery
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Phillistus K
1 reviews | Active since Jan 2020
10 Jan 2026, 01:00
50k for bad quality couches and Leather Gallery's bad customer service
I am extremely disappointed with the quality of the couches I bought from Leather Gallery and the way my complaint has been handled. I paid R50,000 expecting long-lasting, premium furniture, but within less than two years, the couches began sinking, making noises, and developing wrinkles. This should NEVER happen with furniture in this price range. When I reported the issue, Leather Gallery took the couches in for “repairs,” but the situation became even worse. The couches came back uncomfortable, continued sinking shortly after, still made creaking sounds when sitting or getting up, and had visible wrinkles throughout the couches To make things worse, Leather Gallery closed my query without resolving anything. My concerns were treated as though they meant nothing. I was told the work was done out of “goodwill,” but if that were true, I would not still be dealing with these major defects. I have completely lost faith in this product and the service received. I am formally requesting a full refund. I refuse to keep going back and forth while receiving no proper resolution. I paid for quality — and this is far from it. I will continue escalating this matter through the National Consumer Commission until it is resolved fairly. I want my money back. #LeatherGallery #PoorQuality #BadService #ConsumerRights #DefectiveProduct #FaultyCouches #UnresolvedComplaint #CustomerServiceFail #RefundRequested #ConsumerProtectionAct #NotWorthR50000 #QualityIssues #DisappointedCustomer #DoBetterLeatherGallery
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