Based on recent customer reviews, AC Direct is widely praised for competitive aircon and heat pump pricing, a smooth sales process and, in many cases, neat and punctual installation crews, with staff such as Warren, Shanaye, Klaas, Thabo and Moses named repeatedly. However, most reviewers describe a sharp drop in service after payment. Recurring complaints include unanswered emails and calls, long installation waits, stock shortages, unexpected outlying area travel fees added post invoice, workmanship defects causing water damage, and reluctance to accept responsibility for repairs or damages.
Replied to 52% of negative reviews
Reply time on negative reviews: 156h 9m
TrustIndex
3.9
Reply Time
147h 32m
NPS Score
-32
Recommended: Unlikely
Replied to 52% of negative reviews
Reply time on negative reviews: 156h 9m
Nov '25 - Oct '26
Frequently Asked Questions About AC Direct
What do customers say about AC Direct?
Based on recent customer reviews, AC Direct is widely praised for competitive aircon and heat pump pricing, a smooth sales process and, in many cases, neat and punctual installation crews, with staff such as Warren, Shanaye, Klaas, Thabo and Moses named repeatedly. However, most reviewers describe a sharp drop in service after payment. Recurring complaints include unanswered emails and calls, long installation waits, stock shortages, unexpected outlying area travel fees added post invoice, workmanship defects causing water damage, and reluctance to accept responsibility for repairs or damages.
Is AC Direct trustworthy?
AC Direct has a TrustIndex of 3.9 out of 10 on Hellopeter, based on 55 reviews in the last 12 months. They reply to 52% of negative reviews, typically within 156 hours 9 min. Hellopeter has tracked AC Direct across 389 total reviews. How is the TrustIndex calculated? →
Recent reviews (55)
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 Mar 2009
Not the 24,000 BTU unit I paid for. Instead a 22000BTU was installed
I have lodge a complaint regarding the Hisense Aeolus Inverter Air Conditioner purchased, which was explicitly marketed, sold, and invoiced by AC Direct as a 24,000 BTU unit. The unit has been installed. However, upon checking the manufacturer specifications on the delivered unit, the model number is ***. This is a 22,000 BTU unit, not the 24,000 BTU unit I paid for and required for my room's thermal requirements.
1 reviews | Active since Mar 2009
Not the 24,000 BTU unit I paid for. Instead a 22000BTU was installed
I have lodge a complaint regarding the Hisense Aeolus Inverter Air Conditioner purchased, which was explicitly marketed, sold, and invoiced by AC Direct as a 24,000 BTU unit. The unit has been installed. However, upon checking the manufacturer specifications on the delivered unit, the model number is ***. This is a 22,000 BTU unit, not the 24,000 BTU unit I paid for and required for my room's thermal requirements.
1 reviews | Active since Nov 2024
Very happy with AC DIRECT
I had a wonderful experience with AC DIRECT. The initial item I ordered went out of stock and they called me back to offer me a different, more expensive item for the same price. The installers did a great job. We're very happy.
1 reviews | Active since Nov 2024
Very happy with AC DIRECT
I had a wonderful experience with AC DIRECT. The initial item I ordered went out of stock and they called me back to offer me a different, more expensive item for the same price. The installers did a great job. We're very happy.
1 reviews | Active since Jul 2011
Five months, two damaged replacement covers, and still no resolution
I am extremely disappointed with the after-sales service I have received from AC Direct. What should have been a straightforward replacement of a damaged air-conditioning cover has now dragged on for over five months, with no satisfactory resolution. For context, here is a timeline of events: 4 May 2026: I reported that AC Direct technicians had left three dents in my Daikin air-conditioning unit following maintenance work. Photographs taken before the work showed that the dents were not previously present. AC Direct apologised and agreed to replace the damaged cover. 19 June 2026: After several follow-ups and scheduling arrangements, technicians arrived with the first replacement cover. Unfortunately, this cover had a dented corner, meaning another replacement was necessary. June to September: I repeatedly followed up regarding the second replacement. I was continually told that the supplier was being contacted or that feedback would follow. On 31 August, I was advised that the cover would be available in Johannesburg within three to four weeks. 5 October 2026: Almost five months after my original complaint, technicians finally arrived with the second replacement cover. Although the corners were undamaged this time, the new cover had a chip in its galvanised coating. I immediately photographed and reported the damage. 6 October 2026: AC Direct acknowledged in writing that the damaged galvanising could lead to rust developing over time. I questioned why I should accept another damaged replacement and was told the matter would be raised with the supplier. 16 October 2026: Instead of receiving a resolution, I was informed that, according to the supplier, I had accepted the cover. This is simply not true. I immediately reported the damage when the technicians were present and subsequently raised my concerns in writing. Throughout this entire process, I have been patient, polite and understanding. I have repeatedly had to chase AC Direct for updates, sometimes waiting weeks without meaningful feedback. I am now in the ridiculous position where an air-conditioning unit that was originally undamaged has gone through two unsuccessful replacement attempts, and I am still left with a defective cover. What frustrates me most is that none of this damage was caused by me. I purchased a quality Daikin product, and I simply expect it to be returned to the condition it was in before AC Direct's technicians damaged it. I am asking AC Direct to take ownership of this matter, provide an undamaged replacement cover at no cost to me, and commit to a clear timeframe for resolving this once and for all. After more than five months, I do not believe that is an unreasonable expectation. Order: *** Support tickets: ***
1 reviews | Active since Jul 2011
Five months, two damaged replacement covers, and still no resolution
I am extremely disappointed with the after-sales service I have received from AC Direct. What should have been a straightforward replacement of a damaged air-conditioning cover has now dragged on for over five months, with no satisfactory resolution. For context, here is a timeline of events: 4 May 2026: I reported that AC Direct technicians had left three dents in my Daikin air-conditioning unit following maintenance work. Photographs taken before the work showed that the dents were not previously present. AC Direct apologised and agreed to replace the damaged cover. 19 June 2026: After several follow-ups and scheduling arrangements, technicians arrived with the first replacement cover. Unfortunately, this cover had a dented corner, meaning another replacement was necessary. June to September: I repeatedly followed up regarding the second replacement. I was continually told that the supplier was being contacted or that feedback would follow. On 31 August, I was advised that the cover would be available in Johannesburg within three to four weeks. 5 October 2026: Almost five months after my original complaint, technicians finally arrived with the second replacement cover. Although the corners were undamaged this time, the new cover had a chip in its galvanised coating. I immediately photographed and reported the damage. 6 October 2026: AC Direct acknowledged in writing that the damaged galvanising could lead to rust developing over time. I questioned why I should accept another damaged replacement and was told the matter would be raised with the supplier. 16 October 2026: Instead of receiving a resolution, I was informed that, according to the supplier, I had accepted the cover. This is simply not true. I immediately reported the damage when the technicians were present and subsequently raised my concerns in writing. Throughout this entire process, I have been patient, polite and understanding. I have repeatedly had to chase AC Direct for updates, sometimes waiting weeks without meaningful feedback. I am now in the ridiculous position where an air-conditioning unit that was originally undamaged has gone through two unsuccessful replacement attempts, and I am still left with a defective cover. What frustrates me most is that none of this damage was caused by me. I purchased a quality Daikin product, and I simply expect it to be returned to the condition it was in before AC Direct's technicians damaged it. I am asking AC Direct to take ownership of this matter, provide an undamaged replacement cover at no cost to me, and commit to a clear timeframe for resolving this once and for all. After more than five months, I do not believe that is an unreasonable expectation. Order: *** Support tickets: ***
1 reviews | Active since Feb 2023
Excellent service
Exceptional service. With the summer El Nino heat coming up i decided to explore getting an aircon for my house. Firstly what attracted me to AC Direct was their flexible payment methods as i could use my payjustnow on their website. Secondly i couldnt decide on the aircon and decided to call the sales team. I spoke to Craig who advised me on a Haier special they were running and had a 50% off special with extended warranty I was updated on every step when i placed my order and got an *** which had a online document to fill in which lets you take images of the area you want the aircon installed for the team to prep Kudos to the installation team on arriving on time on the set dates and doing a, marvelous job on the installation
1 reviews | Active since Feb 2023
Excellent service
Exceptional service. With the summer El Nino heat coming up i decided to explore getting an aircon for my house. Firstly what attracted me to AC Direct was their flexible payment methods as i could use my payjustnow on their website. Secondly i couldnt decide on the aircon and decided to call the sales team. I spoke to Craig who advised me on a Haier special they were running and had a 50% off special with extended warranty I was updated on every step when i placed my order and got an *** which had a online document to fill in which lets you take images of the area you want the aircon installed for the team to prep Kudos to the installation team on arriving on time on the set dates and doing a, marvelous job on the installation
1 reviews | Active since Oct 2026
Excellent Service and Team
A BIG THANK YOU TO AC DIRECT FOR EXCELLENT SERVICE! I would like to express my sincere appreciation to AC Direct and Waren Excellent sales agent, for the outstanding service I received with my first online order. From the moment I placed my order until the final delivery, the entire experience was smooth, stress-free, and truly professional. The communication throughout the process was excellent, with prompt feedback, regular updates, and professional assistance every step of the way. It is refreshing to deal with a company that delivers exactly what it promises and values its customers. My order arrived as expected, and I could not be happier with the service I received. Well done to the entire AC Direct team! You have set a high standard for customer service, professionalism, and reliable delivery. I will gladly recommend AC Direct to friends, family, and anyone looking for a trustworthy company to do business with. Thank you for making my first online shopping experience with AC Direct such a positive one. You have definitely earned my trust and future business! Keep up the excellent work!. Kind regards, Herman Pretorius
1 reviews | Active since Oct 2026
Excellent Service and Team
A BIG THANK YOU TO AC DIRECT FOR EXCELLENT SERVICE! I would like to express my sincere appreciation to AC Direct and Waren Excellent sales agent, for the outstanding service I received with my first online order. From the moment I placed my order until the final delivery, the entire experience was smooth, stress-free, and truly professional. The communication throughout the process was excellent, with prompt feedback, regular updates, and professional assistance every step of the way. It is refreshing to deal with a company that delivers exactly what it promises and values its customers. My order arrived as expected, and I could not be happier with the service I received. Well done to the entire AC Direct team! You have set a high standard for customer service, professionalism, and reliable delivery. I will gladly recommend AC Direct to friends, family, and anyone looking for a trustworthy company to do business with. Thank you for making my first online shopping experience with AC Direct such a positive one. You have definitely earned my trust and future business! Keep up the excellent work!. Kind regards, Herman Pretorius