TF
Truewood Furniture
Unclaimed Business
TF
Truewood Furniture
Unclaimed Business
11 Reviews (last 12 months)
Does not respond to reviews
AI Review Summary
Based on recent customer reviews, Truewood Furniture faces significant criticism across multiple branches. Customers frequently report receiving incorrect or poor-quality products, including wrong colours and loose finishes, with lengthy delays in resolution. Refund requests are routinely denied, leaving buyers feeling trapped. After-sales support and follow-up communication are consistently described as lacking, with complaints going unanswered for weeks. Management interactions are often perceived as dismissive and confrontational. While a few customers praise the quality of the furniture and highlight exceptional service at The Grove branch, the overwhelming sentiment reflects deep dissatisfaction with accountability and customer care.
Performance(last 12 months):
TrustIndex
0
Ranking
#53
in Retail
NPS Score
-100
Recommended: Unlikely
Review Distribution
1.4|11 Reviews
May '25 - Apr '26
5(9.1%)
4(0%)
3(0%)
2(0%)
1(90.9%)
5(9.1%)
4(0%)
3(0%)
2(0%)
1(90.9%)
Frequently Asked Questions About Truewood Furniture
Based on recent customer reviews, Truewood Furniture faces significant criticism across multiple branches. Customers frequently report receiving incorrect or poor-quality products, including wrong colours and loose finishes, with lengthy delays in resolution. Refund requests are routinely denied, leaving buyers feeling trapped. After-sales support and follow-up communication are consistently described as lacking, with complaints going unanswered for weeks. Management interactions are often perceived as dismissive and confrontational. While a few customers praise the quality of the furniture and highlight exceptional service at The Grove branch, the overwhelming sentiment reflects deep dissatisfaction with accountability and customer care.
Truewood Furniture has a TrustIndex of 0 out of 10 on Hellopeter, based on 11 reviews in the last 12 months. Hellopeter has tracked Truewood Furniture across 33 total reviews. How is the TrustIndex calculated? →
Recent reviews (11)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceLM
Lebohang M
1 reviews | Active since Jan 2020
20 Feb 2026, 05:17
False promise of warranty and support for furniture products
Truewood promises warranty and support for their furniture however when they are required to assist you get ********** service. I have spent thousands of rands at Truewood buying various big furniture items over the years. I recently called them to assist with a leather couch which has a whole. The experience of chatting to the team that deals with these types of queries left me feeling cheated. The guy was very rude, completely disregarding my position as a long term client of Truewood, over multiple years buying from the same store. I tried to escalate the matter through the store, however they flat out refused to assist. They claim they bought the item from another supplier whom they no longer do business with. This was new to me, as they have always said they build their own furniture with a good network of product supplies thus they are able to support their products for a lifetime. I was not claiming warranty, I was going to pay for the product to be fixed, if needs be, however, as I say, they were simply not bothered. I am highly disappointed as I sit here with a house full of truewood furniture, from lounge suites, to wall units, bedroom suites, children's beds, etc. I'm not sure if I'll ever spend another cent at their store going forward. Thr experience has been exceptionally underwhelming.
Helpful (0)
|Replies (0)LM
Lebohang M
1 reviews | Active since Jan 2020
20 Feb 2026, 05:17
False promise of warranty and support for furniture products
Truewood promises warranty and support for their furniture however when they are required to assist you get ********** service. I have spent thousands of rands at Truewood buying various big furniture items over the years. I recently called them to assist with a leather couch which has a whole. The experience of chatting to the team that deals with these types of queries left me feeling cheated. The guy was very rude, completely disregarding my position as a long term client of Truewood, over multiple years buying from the same store. I tried to escalate the matter through the store, however they flat out refused to assist. They claim they bought the item from another supplier whom they no longer do business with. This was new to me, as they have always said they build their own furniture with a good network of product supplies thus they are able to support their products for a lifetime. I was not claiming warranty, I was going to pay for the product to be fixed, if needs be, however, as I say, they were simply not bothered. I am highly disappointed as I sit here with a house full of truewood furniture, from lounge suites, to wall units, bedroom suites, children's beds, etc. I'm not sure if I'll ever spend another cent at their store going forward. Thr experience has been exceptionally underwhelming.
0
Replies (0)vM
vijay M
1 reviews | Active since Jan 2020
26 Jan 2026, 09:54
After two months no delivery
Not delivered the product till now, its been two months i ordered and they suppose to deliver on 08th of January till today no one delivered my product really not impressed with the service
Helpful (0)
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Irma B
1 reviews | Active since Jan 2020
12 Jan 2026, 13:58
Excellent after-sale service!
I visited The Grove branch late last year, after my dining room seats had weathered, after storing it for 2 years, I thought. They informed me that the specific synthetic leather used by a third party when I bought it 20 years ago, was later found to be of a lesser quality. They would replace the seats, free of charge, which they did at my house shortly thereafter. I felt this was exceptional service, which warrants a mention.
Helpful (0)
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Irma B
1 reviews | Active since Jan 2020
12 Jan 2026, 13:58
Excellent after-sale service!
I visited The Grove branch late last year, after my dining room seats had weathered, after storing it for 2 years, I thought. They informed me that the specific synthetic leather used by a third party when I bought it 20 years ago, was later found to be of a lesser quality. They would replace the seats, free of charge, which they did at my house shortly thereafter. I felt this was exceptional service, which warrants a mention.
0
Replies (0)NS
Naomi S
1 reviews | Active since Jan 2020
18 Dec 2025, 07:02
Bad service,unfair treatment and wrong colour of the product
Hello Peter. I went to Truewood to purchase a TV stand. The TV stand was around R36k but it was on special for R27k. I took a laybye for 8 months but paid it off within 3 months. They delivered my tv stand in September when i was away attending a course in NW. when i got home i noticed that is not the colour i ordered and i immediately communicated with the sales lady and send her the picture. I went to the shop with one drawer to show them as directed by the manager, weeks or days later the manager by the name of Shaun called me informing me that they will do another tv stand for me and when delivering it they will collect the wrong one that was already delivered at my house. On the 8th of December the delivery guy called and i was working in Benoni i had to drive to pta only to find that its a wrong or same colour as the one in my house already. I instructed the delivery to take it back but i first informed the sales lady again and video called her and also send a picture to her. To my surprise the manager is telling me there is nothing they can do they tried to accommodate me twice but with no success so its either i take that tv stand in my house or they fix the damaged on that is on the display in the shop but i will never get a refund and the shop will never manufacture another one that i want. Yesterday on the 17th December i got a call from the “owner Jaco” who said to me that the wood takes about 6-8 months to transform or change to the colour i want because of the wood and furnishing they use. Its either i keep that one delivered to me or they fix the damaged one in the shop. I asked him why did he manufacture another one if the colour takes about 6-8 months to change he could not give me a clear answer. He just said he thought the wood that they cut this time maybe will be lighter. He told me he cannot do another one because he lost lot of money in trying to accommodate me so its either i take the old one in the shop or i keep the wrong colour. He further indicated that he has exhausted his time talking to me i can go to ombudsman if i want to but he will never refund me or give me the colour i wanted unless if i take the old one. My problem is in all 2 tv stands they did none of them fit the description of my colour. But i am told that they already lost so much money in crafting those tv stand. I am still with the tv stand that i didnt order (the colour) that is without the drawer. They dont want to send the driver to collect the tv stand, they dont want to give the colour i ordered and they also dont want to refund me. And the nerve of saying u can go to ombudsman when he knows very well that he gave me a wrong colour and i paid them in full in 3 months. Anyone who can help me in this regard i will really appreciate. The Truewood shop that i purchased my tv stand from is the one in Kolonnade Montana.
Helpful (0)
|Replies (0)NS
Naomi S
1 reviews | Active since Jan 2020
18 Dec 2025, 07:02
Bad service,unfair treatment and wrong colour of the product
Hello Peter. I went to Truewood to purchase a TV stand. The TV stand was around R36k but it was on special for R27k. I took a laybye for 8 months but paid it off within 3 months. They delivered my tv stand in September when i was away attending a course in NW. when i got home i noticed that is not the colour i ordered and i immediately communicated with the sales lady and send her the picture. I went to the shop with one drawer to show them as directed by the manager, weeks or days later the manager by the name of Shaun called me informing me that they will do another tv stand for me and when delivering it they will collect the wrong one that was already delivered at my house. On the 8th of December the delivery guy called and i was working in Benoni i had to drive to pta only to find that its a wrong or same colour as the one in my house already. I instructed the delivery to take it back but i first informed the sales lady again and video called her and also send a picture to her. To my surprise the manager is telling me there is nothing they can do they tried to accommodate me twice but with no success so its either i take that tv stand in my house or they fix the damaged on that is on the display in the shop but i will never get a refund and the shop will never manufacture another one that i want. Yesterday on the 17th December i got a call from the “owner Jaco” who said to me that the wood takes about 6-8 months to transform or change to the colour i want because of the wood and furnishing they use. Its either i keep that one delivered to me or they fix the damaged one in the shop. I asked him why did he manufacture another one if the colour takes about 6-8 months to change he could not give me a clear answer. He just said he thought the wood that they cut this time maybe will be lighter. He told me he cannot do another one because he lost lot of money in trying to accommodate me so its either i take the old one in the shop or i keep the wrong colour. He further indicated that he has exhausted his time talking to me i can go to ombudsman if i want to but he will never refund me or give me the colour i wanted unless if i take the old one. My problem is in all 2 tv stands they did none of them fit the description of my colour. But i am told that they already lost so much money in crafting those tv stand. I am still with the tv stand that i didnt order (the colour) that is without the drawer. They dont want to send the driver to collect the tv stand, they dont want to give the colour i ordered and they also dont want to refund me. And the nerve of saying u can go to ombudsman when he knows very well that he gave me a wrong colour and i paid them in full in 3 months. Anyone who can help me in this regard i will really appreciate. The Truewood shop that i purchased my tv stand from is the one in Kolonnade Montana.
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Replies (0)NN
Nicola N
1 reviews | Active since Jan 2020
5 Nov 2025, 17:43
Unresolved Bed Quality Issue & Poor Follow-Up
We purchased a bed from Truewood Furniture which was delivered and assembled on Monday, 6 October. When inspecting the bed, I noticed that the top part of the frame was loose. I contacted the delivery person, who told me that it was “supposed to be like that.” The following weekend, we visited the store to collect our free polish. My husband looked at the bed on display and saw that it was not the same as the one delivered to us. He explained the issue of the loose top section and the creaking noises the bed makes with every movement. The salesperson logged the complaint with the factory, and I received a follow-up call the next Monday. During the call, I explained clearly that someone is only available at home on Mondays and Thursdays, apart from weekends. I was told that I would be contacted with an update — however, two weeks passed with no communication. I called again last Saturday and was assured that I would be contacted today, but once again, no one has gotten back to me. At this point, the bed still remains unstable and noisy, and the lack of follow-up has been extremely disappointing. We paid for a quality product and expect the item to be delivered and assembled correctly, as well as concerns to be handled professionally. I am requesting that this matter be attended to urgently. Please confirm a suitable date and time (preferably Monday or Thursday) for a technician to inspect and repair or replace the bed.
Helpful (0)
|Replies (0)NN
Nicola N
1 reviews | Active since Jan 2020
5 Nov 2025, 17:43
Unresolved Bed Quality Issue & Poor Follow-Up
We purchased a bed from Truewood Furniture which was delivered and assembled on Monday, 6 October. When inspecting the bed, I noticed that the top part of the frame was loose. I contacted the delivery person, who told me that it was “supposed to be like that.” The following weekend, we visited the store to collect our free polish. My husband looked at the bed on display and saw that it was not the same as the one delivered to us. He explained the issue of the loose top section and the creaking noises the bed makes with every movement. The salesperson logged the complaint with the factory, and I received a follow-up call the next Monday. During the call, I explained clearly that someone is only available at home on Mondays and Thursdays, apart from weekends. I was told that I would be contacted with an update — however, two weeks passed with no communication. I called again last Saturday and was assured that I would be contacted today, but once again, no one has gotten back to me. At this point, the bed still remains unstable and noisy, and the lack of follow-up has been extremely disappointing. We paid for a quality product and expect the item to be delivered and assembled correctly, as well as concerns to be handled professionally. I am requesting that this matter be attended to urgently. Please confirm a suitable date and time (preferably Monday or Thursday) for a technician to inspect and repair or replace the bed.
0
Replies (0)MK
Motshabi K
1 reviews | Active since Jan 2020
29 Oct 2025, 08:47
Defective and Poor-Quality Couches – Refusal to Refund
I placed an order for couches on 6 October 2025, specifically requesting firm cushioning/density as per the sample chair I tested in-store. The couches were delivered on 23 October 2025, three weeks later. Upon delivery, I immediately identified several quality issues: The corner couch leather covering was loose and appeared worn, as if it had been used before, and it was also a different shade from the rest of the L-shaped couch. The right-hand section could not be properly attached, leaving a visible gap due to incorrect measurements. The stitching and finishing on the back cushions were inconsistent — some were closed on the side, others on the top. The chaise section (leg rest) cushion was uneven, narrowing toward one end. The same section also showed light discoloration, suggesting exposure to moisture or poor leather treatment. I immediately contacted the Centurion branch during delivery, but was told that Christo, the responsible staff member, was off duty and that the delivery team could not return the couches without his instruction. I then followed up with Christo the same day, expressing my dissatisfaction and requesting that the couches be collected and a full refund issued due to the product’s poor quality and failure to meet specifications. Despite several follow-ups, six days have passed (as of 29 October 2025) and the couches have still not been collected. Christo has since informed me that Truewood “does not have a refund policy,” which is contrary to the CPA.
Helpful (0)
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Motshabi K
1 reviews | Active since Jan 2020
29 Oct 2025, 08:47
Defective and Poor-Quality Couches – Refusal to Refund
I placed an order for couches on 6 October 2025, specifically requesting firm cushioning/density as per the sample chair I tested in-store. The couches were delivered on 23 October 2025, three weeks later. Upon delivery, I immediately identified several quality issues: The corner couch leather covering was loose and appeared worn, as if it had been used before, and it was also a different shade from the rest of the L-shaped couch. The right-hand section could not be properly attached, leaving a visible gap due to incorrect measurements. The stitching and finishing on the back cushions were inconsistent — some were closed on the side, others on the top. The chaise section (leg rest) cushion was uneven, narrowing toward one end. The same section also showed light discoloration, suggesting exposure to moisture or poor leather treatment. I immediately contacted the Centurion branch during delivery, but was told that Christo, the responsible staff member, was off duty and that the delivery team could not return the couches without his instruction. I then followed up with Christo the same day, expressing my dissatisfaction and requesting that the couches be collected and a full refund issued due to the product’s poor quality and failure to meet specifications. Despite several follow-ups, six days have passed (as of 29 October 2025) and the couches have still not been collected. Christo has since informed me that Truewood “does not have a refund policy,” which is contrary to the CPA.
0
Replies (0)GS
Giovanna S
1 reviews | Active since Jan 2020
8 Oct 2025, 08:27
Bad craftmanship, bad quality and false advertising
I bought a TV cabinet from them and have had endless problems. Bad workmanship, bad customer service, bad quality & false advertising to name a few. They will not refund you so the cabinet is sent backwards and forwards. The first time I sent it back, they returned the exact same cabinet in the same state as it was when we returned it to them. They will not let you talk to the CEO. The website promises that the items are made with solid wood but that is a lie. The cabinet is mostly chip wood. It has now been 4 and a half months and still no cabinet. I regret the day I bought the cabinet.
Helpful (0)
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Giovanna S
1 reviews | Active since Jan 2020
8 Oct 2025, 08:27
Bad craftmanship, bad quality and false advertising
I bought a TV cabinet from them and have had endless problems. Bad workmanship, bad customer service, bad quality & false advertising to name a few. They will not refund you so the cabinet is sent backwards and forwards. The first time I sent it back, they returned the exact same cabinet in the same state as it was when we returned it to them. They will not let you talk to the CEO. The website promises that the items are made with solid wood but that is a lie. The cabinet is mostly chip wood. It has now been 4 and a half months and still no cabinet. I regret the day I bought the cabinet.
0
Replies (0)TD
Tisetso D
1 reviews | Active since Jan 2020
2 Sept 2025, 14:53
Bad service and ****** Management!!
Warning: Avoid this store! They have a revolving door of salespeople, constantly hiring and firing every 2 months, making it impossible to build a relationship. But that's just the tip of the iceberg. The management is not only poor and misleading but also ****** and bullying. I've witnessed them mistreating their black staff, creating a hostile work environment. They also promise customers gifts and then manipulate them into writing complaints against salespeople to get rid of them. To make matters worse, a specific manager, Tommy (a white individual), has been known to call customers and badmouth former salespeople who have left the store, clearly trying to discredit them for his own benefit. While the furniture quality is excellent, it's not worth the toxic experience. This lack of accountability, blatant ******, and unprofessional behavior makes them completely *************. Take your business (and yourself) elsewhere.
Helpful (0)
|Replies (0)TD
Tisetso D
1 reviews | Active since Jan 2020
2 Sept 2025, 14:53
Bad service and ****** Management!!
Warning: Avoid this store! They have a revolving door of salespeople, constantly hiring and firing every 2 months, making it impossible to build a relationship. But that's just the tip of the iceberg. The management is not only poor and misleading but also ****** and bullying. I've witnessed them mistreating their black staff, creating a hostile work environment. They also promise customers gifts and then manipulate them into writing complaints against salespeople to get rid of them. To make matters worse, a specific manager, Tommy (a white individual), has been known to call customers and badmouth former salespeople who have left the store, clearly trying to discredit them for his own benefit. While the furniture quality is excellent, it's not worth the toxic experience. This lack of accountability, blatant ******, and unprofessional behavior makes them completely *************. Take your business (and yourself) elsewhere.
0
Replies (0)