Based on recent customer reviews, Cellucity shows a sharp divide between in-store staff friendliness and back-end process failures. Customers praise named consultants at Hemingways, Kenilworth, Benmore Gardens and Bedfordview for patience, expert device advice and after-hours help. However, most feedback centres on unpaid refunds, faulty or pre-owned handsets, Apple and Honor repairs dragging on for weeks, undisclosed Vodacom package changes during upgrades, lapsed insurance, online order and website pricing discrepancies, and unanswered emails, WhatsApps and calls from head office and the contact centre.
TrustIndex
2.9
NPS Score
-27
Recommended: Unlikely
Dec '25 - Nov '26
Frequently Asked Questions About Cellucity
What do customers say about Cellucity?
Based on recent customer reviews, Cellucity shows a sharp divide between in-store staff friendliness and back-end process failures. Customers praise named consultants at Hemingways, Kenilworth, Benmore Gardens and Bedfordview for patience, expert device advice and after-hours help. However, most feedback centres on unpaid refunds, faulty or pre-owned handsets, Apple and Honor repairs dragging on for weeks, undisclosed Vodacom package changes during upgrades, lapsed insurance, online order and website pricing discrepancies, and unanswered emails, WhatsApps and calls from head office and the contact centre.
Is Cellucity trustworthy?
Cellucity has a TrustIndex of 2.9 out of 10 on Hellopeter, based on 33 reviews in the last 12 months. Hellopeter has tracked Cellucity across 440 total reviews. 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 Experience1 reviews | Active since Jun 2020
Cellucity Clearwater not serious about certain type of their customers
To Whom it may concern, I trust that you are well! Last month I bought an Honor 600 Pro at Cellucity Clearwater which comes with a watch, I have now been waiting for a very long time for the watch to come! I went to the store twice on different weekends already! I requested the store manager to update me last week Monday, but I do not remember getting any update. Anyone cares to update me please! Regards, Sammy Machethe
1 reviews | Active since Jun 2020
Cellucity Clearwater not serious about certain type of their customers
To Whom it may concern, I trust that you are well! Last month I bought an Honor 600 Pro at Cellucity Clearwater which comes with a watch, I have now been waiting for a very long time for the watch to come! I went to the store twice on different weekends already! I requested the store manager to update me last week Monday, but I do not remember getting any update. Anyone cares to update me please! Regards, Sammy Machethe
1 reviews | Active since Dec 2023
Sue-Anne @ Cellucity
Sue-Anne and her Melrose Arch Cellucity team took out a contract on my name and details **********ly and I found myself been taken to the collectors. This affected me at work as I lost my job. She has to pay for this as she is the manager and she authorized this ***** and she seems to not care about my case as I have reported this countless times.
1 reviews | Active since Dec 2023
Sue-Anne @ Cellucity
Sue-Anne and her Melrose Arch Cellucity team took out a contract on my name and details **********ly and I found myself been taken to the collectors. This affected me at work as I lost my job. She has to pay for this as she is the manager and she authorized this ***** and she seems to not care about my case as I have reported this countless times.
1 reviews | Active since Feb 2026
Outstanding Service from Siphokazi Zozi at Cellucity! ⭐⭐⭐⭐⭐
I would like to give a huge thank you to Siphokazi Zozi at Hemingways Mall – Cellucity for the outstanding service I received. Siphokazi was absolutely amazing from start to finish. She is a friendly, patient and excellent problem solver, and she went above and beyond to assist me with my device. She took the time to understand my situation, explain everything clearly, and make sure that I was properly assisted. It is not often that you come across someone who genuinely cares about helping customers, and Siphokazi definitely made my experience so much easier and more pleasant. Thank you so much, Siphokazi, for your professionalism, kindness and willingness to help. You are a true asset to Cellucity Hemingways Mall! 👏🏽📱 I highly recommend visiting Siphokazi if you need assistance with your device — you will definitely be in good hands! ⭐⭐⭐⭐⭐
1 reviews | Active since Feb 2026
Outstanding Service from Siphokazi Zozi at Cellucity! ⭐⭐⭐⭐⭐
I would like to give a huge thank you to Siphokazi Zozi at Hemingways Mall – Cellucity for the outstanding service I received. Siphokazi was absolutely amazing from start to finish. She is a friendly, patient and excellent problem solver, and she went above and beyond to assist me with my device. She took the time to understand my situation, explain everything clearly, and make sure that I was properly assisted. It is not often that you come across someone who genuinely cares about helping customers, and Siphokazi definitely made my experience so much easier and more pleasant. Thank you so much, Siphokazi, for your professionalism, kindness and willingness to help. You are a true asset to Cellucity Hemingways Mall! 👏🏽📱 I highly recommend visiting Siphokazi if you need assistance with your device — you will definitely be in good hands! ⭐⭐⭐⭐⭐
1 reviews | Active since Oct 2010
Cellucity don't deliver
Cellucity don't live to they promise, I bought a phone that was suppose to come with a voucher and it's now almost 3 month of me waiting for the voucher, I raised the issue on their whatsapp line, then was advice to write an email, I now have wrote 3 email of follow up but they just choose to ignore my emails
1 reviews | Active since Oct 2010
Cellucity don't deliver
Cellucity don't live to they promise, I bought a phone that was suppose to come with a voucher and it's now almost 3 month of me waiting for the voucher, I raised the issue on their whatsapp line, then was advice to write an email, I now have wrote 3 email of follow up but they just choose to ignore my emails
1 reviews | Active since Dec 2013
Disappointing online customer service
I app**** for a phone contract through Cellucity online. I have been waiting for 6 weeks now and the only feedback I ever got was when I phoned them. That in itself is easier said than done, as their lines are always busy and their voicemail box full, so that you cannot even leave a message. When I enquired about the progress the answer went as follows: when I phoned on a Monday I was told it would be finalised by the end of the week. When I phoned on a Friday I was told definitely next week and so on an so forth… I understand that they have to wait for the relevant phone to become available, but rather tell me you don’t have the phone and not that the system is showing the phone has arrived and just have to go through a few more steps or something along those lines. I cannot speak to their customer service in-store, but this was my experience online. The one thing that I can say is that the consultants were always very friendly.🤦🏻♀️
1 reviews | Active since Dec 2013
Disappointing online customer service
I app**** for a phone contract through Cellucity online. I have been waiting for 6 weeks now and the only feedback I ever got was when I phoned them. That in itself is easier said than done, as their lines are always busy and their voicemail box full, so that you cannot even leave a message. When I enquired about the progress the answer went as follows: when I phoned on a Monday I was told it would be finalised by the end of the week. When I phoned on a Friday I was told definitely next week and so on an so forth… I understand that they have to wait for the relevant phone to become available, but rather tell me you don’t have the phone and not that the system is showing the phone has arrived and just have to go through a few more steps or something along those lines. I cannot speak to their customer service in-store, but this was my experience online. The one thing that I can say is that the consultants were always very friendly.🤦🏻♀️
1 reviews | Active since Jun 2020
Poor service
Bought a pre owned Samsung phone almost a month ago, was not happy due to visible scratches returned back for a refund. Since I've been calling the manager Olinka very *********** she keeps promising lies all I need is my refund as I returned your product.
1 reviews | Active since Jun 2020
Poor service
Bought a pre owned Samsung phone almost a month ago, was not happy due to visible scratches returned back for a refund. Since I've been calling the manager Olinka very *********** she keeps promising lies all I need is my refund as I returned your product.
1 reviews | Active since May 2025
Cellucity Changed My Vodacom Package Without My Knowledge and Wants Me to Pay More to Correct It
On 1 May 2026, I visited the Cellucity Canal Walk store to upgrade my Vodacom contract. I specifically asked the sales consultant to provide me with upgrade options available on my existing Vodacom Flexi 320 package. I had no intention of changing my package and simply wanted to upgrade my handset. The consultant recommended the OPPO A6 and quoted me a monthly premium, which I accepted on the understanding that I would remain on my existing Flexi 320 package. At no point during the sales process was I informed that accepting this handset required my package to be changed to a RED 1GB 50 Minute Top Up package. When my contract became active, I discovered that my package had been changed without my knowledge. This left me with significantly fewer benefits than I previously had, including a substantial reduction in my monthly airtime allocation, and I found myself having to purchase additional data. Had I been told that accepting the handset required a package change, I would never have proceeded with the transaction and would have chosen a different device. To their credit, Cellucity's management acknowledged my complaint, apologised for the inconvenience, and spent several weeks trying to resolve the matter. I appreciate the professionalism shown by the Area Sales Manager and Branch Manager throughout the process. Unfortunately, the proposed solution does not resolve the problem. The final offer was to reverse the upgrade onto my original Flexi 320 package, but at a monthly cost of R649, which is approximately R140 more per month than the amount I was originally quoted and agreed to. In other words, I am expected to pay more each month to correct a mistake that occurred during the sales process. I have respectfully declined this proposal because I do not believe it is reasonable for a customer to be financially disadvantaged as a result of an error that was not of their making. This complaint is not about trying to obtain additional benefits or compensation. It is about the principle that customers should be provided with all material information before entering into an agreement. If I had been informed that the handset required a different package, I would have made a different purchasing decision. I have attempted to resolve this matter directly with Cellucity over the past month, but unfortunately we have been unable to reach a fair outcome. I have now escalated the matter to Vodacom Customer Relations for an independent review and will also be lodging a complaint with the National Consumer Commission if necessary. My expectation is simple: I would like to be restored to the position I would have been in had the correct information been disclosed to me before I accepted the upgrade. I hope Cellucity and Vodacom will reconsider this matter and reach a resolution that is fair to both parties.
1 reviews | Active since May 2025
Cellucity Changed My Vodacom Package Without My Knowledge and Wants Me to Pay More to Correct It
On 1 May 2026, I visited the Cellucity Canal Walk store to upgrade my Vodacom contract. I specifically asked the sales consultant to provide me with upgrade options available on my existing Vodacom Flexi 320 package. I had no intention of changing my package and simply wanted to upgrade my handset. The consultant recommended the OPPO A6 and quoted me a monthly premium, which I accepted on the understanding that I would remain on my existing Flexi 320 package. At no point during the sales process was I informed that accepting this handset required my package to be changed to a RED 1GB 50 Minute Top Up package. When my contract became active, I discovered that my package had been changed without my knowledge. This left me with significantly fewer benefits than I previously had, including a substantial reduction in my monthly airtime allocation, and I found myself having to purchase additional data. Had I been told that accepting the handset required a package change, I would never have proceeded with the transaction and would have chosen a different device. To their credit, Cellucity's management acknowledged my complaint, apologised for the inconvenience, and spent several weeks trying to resolve the matter. I appreciate the professionalism shown by the Area Sales Manager and Branch Manager throughout the process. Unfortunately, the proposed solution does not resolve the problem. The final offer was to reverse the upgrade onto my original Flexi 320 package, but at a monthly cost of R649, which is approximately R140 more per month than the amount I was originally quoted and agreed to. In other words, I am expected to pay more each month to correct a mistake that occurred during the sales process. I have respectfully declined this proposal because I do not believe it is reasonable for a customer to be financially disadvantaged as a result of an error that was not of their making. This complaint is not about trying to obtain additional benefits or compensation. It is about the principle that customers should be provided with all material information before entering into an agreement. If I had been informed that the handset required a different package, I would have made a different purchasing decision. I have attempted to resolve this matter directly with Cellucity over the past month, but unfortunately we have been unable to reach a fair outcome. I have now escalated the matter to Vodacom Customer Relations for an independent review and will also be lodging a complaint with the National Consumer Commission if necessary. My expectation is simple: I would like to be restored to the position I would have been in had the correct information been disclosed to me before I accepted the upgrade. I hope Cellucity and Vodacom will reconsider this matter and reach a resolution that is fair to both parties.