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 55% of negative reviews
Reply time on negative reviews: 156h 9m
TrustIndex
4
Reply Time
147h 32m
NPS Score
-44
Recommended: Unlikely
Replied to 55% 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 4 out of 10 on Hellopeter, based on 52 reviews in the last 12 months. They reply to 55% of negative reviews, typically within 156 hours 9 min. Hellopeter has tracked AC Direct across 386 total reviews. How is the TrustIndex calculated? →
Recent reviews (52)
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 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
1 reviews | Active since Mar 2010
Good experience with AC Direct
I worked with Warren. Excellent service on assisting to select the correct unit, quick turnaround time to get quote. During the order to installation process something went wrong but Warren stepped in and resolved the issue. Installation Team arrived on time as scheduled. Friendly Guys and did the installation and cleaned up behind them. If it was not for something that went wrong at one point this would have been a 5 Star rating, Warren and Installation Team stepped up and took a 1/2 Star to a 4 Star - Great job!
1 reviews | Active since Mar 2010
Good experience with AC Direct
I worked with Warren. Excellent service on assisting to select the correct unit, quick turnaround time to get quote. During the order to installation process something went wrong but Warren stepped in and resolved the issue. Installation Team arrived on time as scheduled. Friendly Guys and did the installation and cleaned up behind them. If it was not for something that went wrong at one point this would have been a 5 Star rating, Warren and Installation Team stepped up and took a 1/2 Star to a 4 Star - Great job!
1 reviews | Active since Jun 2018
Very poor
Placed an order over a week ago. Website promises delivery within 5-7 days yet order remains in unfulfilled status. Then when you request a refund, they suddenly need a bank confirmation letter? for what? this is the only business I know that is request bank confirmation letters to process refunds.
1 reviews | Active since Jun 2018
Very poor
Placed an order over a week ago. Website promises delivery within 5-7 days yet order remains in unfulfilled status. Then when you request a refund, they suddenly need a bank confirmation letter? for what? this is the only business I know that is request bank confirmation letters to process refunds.
1 reviews | Active since Jun 2012
Worse Customer Service
**Absolutely Pathetic Customer Service – AC Direct** AC Direct has some of the worst customer service I have ever experienced. Their complete lack of interest in assisting potential customers is absolutely shocking. I have been trying for nearly three weeks to obtain a quotation and the experience has been nothing short of a nightmare. Emails go unanswered, WhatsApp messages are ignored, and whenever you phone to speak to the person responsible, they are conveniently never available. You are constantly passed from one person to another, with absolutely no feedback or sense of urgency. I genuinely don't know whether this is how AC Direct operates or whether they simply have no interest in securing new business. Either way, it is an absolute disgrace. If this is how they treat potential customers before a sale, I would hate to imagine what their after-sales service is like. It certainly gives the impression that unless you are one of their major clients, your business is simply not worth their time. **I would strongly advise anyone considering doing business with AC Direct to think twice before wasting their time chasing a quotation.** There are plenty of other companies out there that actually value their customers and appreciate the opportunity to earn their business. Absolutely embarrassing, AC Direct!
1 reviews | Active since Jun 2012
Worse Customer Service
**Absolutely Pathetic Customer Service – AC Direct** AC Direct has some of the worst customer service I have ever experienced. Their complete lack of interest in assisting potential customers is absolutely shocking. I have been trying for nearly three weeks to obtain a quotation and the experience has been nothing short of a nightmare. Emails go unanswered, WhatsApp messages are ignored, and whenever you phone to speak to the person responsible, they are conveniently never available. You are constantly passed from one person to another, with absolutely no feedback or sense of urgency. I genuinely don't know whether this is how AC Direct operates or whether they simply have no interest in securing new business. Either way, it is an absolute disgrace. If this is how they treat potential customers before a sale, I would hate to imagine what their after-sales service is like. It certainly gives the impression that unless you are one of their major clients, your business is simply not worth their time. **I would strongly advise anyone considering doing business with AC Direct to think twice before wasting their time chasing a quotation.** There are plenty of other companies out there that actually value their customers and appreciate the opportunity to earn their business. Absolutely embarrassing, AC Direct!