Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Decofurn Factory Shop shows severe and consistent service breakdowns across every measured theme. Customers repeatedly describe paid orders arriving late, incomplete or damaged, with a recurring theme of the 48-hour damage reporting rule being used to refuse replacements. Isolated praise exists for named consultants and for product value, but the dominant pattern is unanswered emails, broken delivery promises and refunds that require escalation.
Top Strengths:
- •Product Quality & Value: A minority of customers praise sturdy dining chairs, luxurious looking lounge sets and genuine value at the price point. However the recurring pattern is chipping board, peeling couch coating and structural failures within months of purchase.
TrustIndex
2
NPS Score
-76
Recommended: Unlikely
Nov '25 - Oct '26
Frequently Asked Questions About Decofurn Factory Shop
What do customers say about Decofurn Factory Shop?
Based on recent customer reviews, Decofurn Factory Shop shows severe and consistent service breakdowns across every measured theme. Customers repeatedly describe paid orders arriving late, incomplete or damaged, with a recurring theme of the 48-hour damage reporting rule being used to refuse replacements. Isolated praise exists for named consultants and for product value, but the dominant pattern is unanswered emails, broken delivery promises and refunds that require escalation.
What is Decofurn Factory Shop's biggest strength?
Decofurn Factory Shop's biggest strength, according to Hellopeter's AI analysis, is Product Quality & Value. A minority of customers praise sturdy dining chairs, luxurious looking lounge sets and genuine value at the price point. However the recurring pattern is chipping board, peeling couch coating and structural failures within months of purchase.
What are the most common complaints about Decofurn Factory Shop?
The most common complaint about Decofurn Factory Shop, based on Hellopeter's AI analysis of recent customer reviews, is Customer Service & Support. Customers consistently report unanswered emails, promised manager callbacks that never come and branch managers who defend policy rather than resolve. Named consultants are occasionally celebrated, but collection counters and after sales contact are described as indifferent or confrontational.
Is Decofurn Factory Shop trustworthy?
Decofurn Factory Shop has a TrustIndex of 2 out of 10 on Hellopeter, based on 134 reviews in the last 12 months. Hellopeter has tracked Decofurn Factory Shop across 1,896 total reviews. How is the TrustIndex calculated? →
Recent reviews (134)
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 Oct 2026
Poor quality and communication
Purchased a bug infested headboard. After spraying a repellent, numerous bugs crawled out from the inside of the headboard. I've never seen those bugs in my home ever! Despite sending a video and ***, I'm still awaiting a response with a product I paid for chilling in my garage because I can't bring it inside. I can't spend that amount and not even enjoy the product for 6 months?! Where the hell was it being kept?? Deeply disgusted and disappointed with the product quality and the branch's lack of communication.
1 reviews | Active since Oct 2026
Poor quality and communication
Purchased a bug infested headboard. After spraying a repellent, numerous bugs crawled out from the inside of the headboard. I've never seen those bugs in my home ever! Despite sending a video and ***, I'm still awaiting a response with a product I paid for chilling in my garage because I can't bring it inside. I can't spend that amount and not even enjoy the product for 6 months?! Where the hell was it being kept?? Deeply disgusted and disappointed with the product quality and the branch's lack of communication.
1 reviews | Active since Jul 2012
Awful experience
Awful experience, ordered a bed for my mom who is to come out of hospital in 2 days, website said fulfilment time 1-2 days. Made the payment and got an SMS that the order would be fulfilled in 5-7 working days. Called the call centre, person was extremely impatient, didn't have any information and said refunds take 7 days. Eventually heard back that the order is in transit to the local facility, then they said "oh by the way, you know this is a child's bed" - would probably be a good idea to advertise it as such then. When I again requested a refund, the person said they would get back to me and couldn't even give me a solid answer that it was being sorted. It's a pity because decofurn used to be decent.
1 reviews | Active since Jul 2012
Awful experience
Awful experience, ordered a bed for my mom who is to come out of hospital in 2 days, website said fulfilment time 1-2 days. Made the payment and got an SMS that the order would be fulfilled in 5-7 working days. Called the call centre, person was extremely impatient, didn't have any information and said refunds take 7 days. Eventually heard back that the order is in transit to the local facility, then they said "oh by the way, you know this is a child's bed" - would probably be a good idea to advertise it as such then. When I again requested a refund, the person said they would get back to me and couldn't even give me a solid answer that it was being sorted. It's a pity because decofurn used to be decent.
1 reviews | Active since Sept 2016
Decofurn Fourways ********!!!
Decofurn Fourways' service has been extremely disappointing. We purchased a side table in August while it was on sale. At the time, we were advised that the item was out of stock, but we could still pay for it at the advertised sale price and would be contacted once stock became available for collection. We were never contacted. When we eventually followed up to collect the item, we were then told that we had to pay the difference between the sale price and the current price before the item could be released. We were apparently required to have the invoice reprinted, and because the sale had ended, the original sale price was no longer applicable. This is completely unacceptable. The entire reason we purchased the item was because it was on sale. Had it not been offered at that price, we would not have purchased it in the first place. We fulfilled our side of the agreement by paying for the item at the advertised sale price. It is not reasonable to expect us to pay an additional amount simply because Decofurn failed to notify us when the stock became available. Extremely poor service and a very frustrating experience. We expected much better from Decofurn Fourways.
1 reviews | Active since Sept 2016
Decofurn Fourways ********!!!
Decofurn Fourways' service has been extremely disappointing. We purchased a side table in August while it was on sale. At the time, we were advised that the item was out of stock, but we could still pay for it at the advertised sale price and would be contacted once stock became available for collection. We were never contacted. When we eventually followed up to collect the item, we were then told that we had to pay the difference between the sale price and the current price before the item could be released. We were apparently required to have the invoice reprinted, and because the sale had ended, the original sale price was no longer applicable. This is completely unacceptable. The entire reason we purchased the item was because it was on sale. Had it not been offered at that price, we would not have purchased it in the first place. We fulfilled our side of the agreement by paying for the item at the advertised sale price. It is not reasonable to expect us to pay an additional amount simply because Decofurn failed to notify us when the stock became available. Extremely poor service and a very frustrating experience. We expected much better from Decofurn Fourways.
1 reviews | Active since Feb 2017
Decofurn failed to deliver a plant but refuses to take liability or refund me
Decofurn refuses liability for item I paid for but never received Decofurn delivered my order on 21 August 2026, with damaged chairs and a Palm Plant in Pot valued at R519 missing. I reported the missing item by *** on 23 August 2026, within 48 hours as instructed by their driver. The chairs have since been repaired, but 20+ days later, I still have not received the plant I paid for. Decofurn has now refused to accept liability for the missing item. I paid for it. I did not receive it. Decofurn refuses to resolve it. Case *** has now been escalated to the relevant consumer authorities.
1 reviews | Active since Feb 2017
Decofurn failed to deliver a plant but refuses to take liability or refund me
Decofurn refuses liability for item I paid for but never received Decofurn delivered my order on 21 August 2026, with damaged chairs and a Palm Plant in Pot valued at R519 missing. I reported the missing item by *** on 23 August 2026, within 48 hours as instructed by their driver. The chairs have since been repaired, but 20+ days later, I still have not received the plant I paid for. Decofurn has now refused to accept liability for the missing item. I paid for it. I did not receive it. Decofurn refuses to resolve it. Case *** has now been escalated to the relevant consumer authorities.
1 reviews | Active since Sept 2026
The service is pathetic and so is the quality of their products, i bought a storage ottoman as advertised on their website only to get an ottoman that does not open
The service is pathetic and so is the quality of their products, i bought a storage ottoman as advertised on their website only to get an ottoman that does not open. I took it back and they tell me i was not suppose to have assembled it…now how would i have know it was something i did not like without having assembled it! They refused to take it back
1 reviews | Active since Sept 2026
The service is pathetic and so is the quality of their products, i bought a storage ottoman as advertised on their website only to get an ottoman that does not open
The service is pathetic and so is the quality of their products, i bought a storage ottoman as advertised on their website only to get an ottoman that does not open. I took it back and they tell me i was not suppose to have assembled it…now how would i have know it was something i did not like without having assembled it! They refused to take it back
1 reviews | Active since Mar 2022
Decofurn Fourways incompetence
Reuben and Shaun “store managers” are highly ***********. We have bought a couch that was delivered broken. Called in for a replacement. The 2nd couch was also broken. Called in again for yet ANOTHER replacement. They assured us they tested the couch and all is in working order. Received the “last replacement” only to find it ALSO broken. Instead of worrying about our customer service, the so called store manager is now asking us to resubmit a whole new ticket with proof to get YET ANOTHER replacement couch. Absolutely ridiculous. Decofurn please sort your management out. Seems you only care about our money and not delivering good furniture and customer service
1 reviews | Active since Mar 2022
Decofurn Fourways incompetence
Reuben and Shaun “store managers” are highly ***********. We have bought a couch that was delivered broken. Called in for a replacement. The 2nd couch was also broken. Called in again for yet ANOTHER replacement. They assured us they tested the couch and all is in working order. Received the “last replacement” only to find it ALSO broken. Instead of worrying about our customer service, the so called store manager is now asking us to resubmit a whole new ticket with proof to get YET ANOTHER replacement couch. Absolutely ridiculous. Decofurn please sort your management out. Seems you only care about our money and not delivering good furniture and customer service
1 reviews | Active since Feb 2014
Return issue
I purchased from Decofurn on Monday 7 Sep 2026. (INV77291 refers) The chair was purchased for use at my place of work and, as part of the purchase, I paid Decofurn to assemble the chair. Unfortunately, once I adjusted to its highest setting, I found that the chair is still too low for me at my place of work and is therefore unsuitable for my needs. I emailed Decofurn on Tuesday 8 Sep 2026, the day after my purchase, requesting to return the chair. I am yet to receive any response to my email. I subsequently went to the Boksburg store yesterday afternoon (Friday 11 Sep 2026) to try to resolve the matter in person and return the chair. The warehouse manager made every effort to assist me, for which I am grateful, but was unable to process the return because the person authorised to approve the 20% surcharge for an assembled unit was unavailable. I understand that Decofurn's stated timeframe for returning purchased items is 7 days. I therefore contacted Decofurn well within this timeframe — in fact, I requested the return only one day after purchasing the chair. I find it extremely concerning that, despite my having comp**** with the stated return timeframe, I have still been unable to return the chair due to internal authorisation requirements. I also find the proposed 20% surcharge for an assembled unit shocking and unreasonable, particularly in these circumstances. The chair was assembled by Decofurn at my cost, using an assembly service offered by your company. I should not be disadvantaged to this extent simply because I elected to have the chair assembled, especially when I promptly notified Decofurn that the chair was unsuitable. Furthermore, I am an elderly person and am unable to carry the chair from my vehicle to the unit where I stay. The chair has therefore remained in my car for the entire week. I am now in the unfortunate position of having paid for a chair that I cannot use and being unable to return it without assistance. I would therefore request that Decofurn urgently resolve this matter. I believe I have acted reasonably and promptly throughout this process. I notified Decofurn of my intention to return the chair on 8 Sep, well within the stated 7-day return period, and I made a further attempt to return it personally at the Boksburg store. It is extremely frustrating that I have been unable to resolve what should be a straightforward return because the relevant person was unavailable to authorise the surcharge. This is an internal Decofurn matter and should not leave me, the customer, carrying the inconvenience and cost.
1 reviews | Active since Feb 2014
Return issue
I purchased from Decofurn on Monday 7 Sep 2026. (INV77291 refers) The chair was purchased for use at my place of work and, as part of the purchase, I paid Decofurn to assemble the chair. Unfortunately, once I adjusted to its highest setting, I found that the chair is still too low for me at my place of work and is therefore unsuitable for my needs. I emailed Decofurn on Tuesday 8 Sep 2026, the day after my purchase, requesting to return the chair. I am yet to receive any response to my email. I subsequently went to the Boksburg store yesterday afternoon (Friday 11 Sep 2026) to try to resolve the matter in person and return the chair. The warehouse manager made every effort to assist me, for which I am grateful, but was unable to process the return because the person authorised to approve the 20% surcharge for an assembled unit was unavailable. I understand that Decofurn's stated timeframe for returning purchased items is 7 days. I therefore contacted Decofurn well within this timeframe — in fact, I requested the return only one day after purchasing the chair. I find it extremely concerning that, despite my having comp**** with the stated return timeframe, I have still been unable to return the chair due to internal authorisation requirements. I also find the proposed 20% surcharge for an assembled unit shocking and unreasonable, particularly in these circumstances. The chair was assembled by Decofurn at my cost, using an assembly service offered by your company. I should not be disadvantaged to this extent simply because I elected to have the chair assembled, especially when I promptly notified Decofurn that the chair was unsuitable. Furthermore, I am an elderly person and am unable to carry the chair from my vehicle to the unit where I stay. The chair has therefore remained in my car for the entire week. I am now in the unfortunate position of having paid for a chair that I cannot use and being unable to return it without assistance. I would therefore request that Decofurn urgently resolve this matter. I believe I have acted reasonably and promptly throughout this process. I notified Decofurn of my intention to return the chair on 8 Sep, well within the stated 7-day return period, and I made a further attempt to return it personally at the Boksburg store. It is extremely frustrating that I have been unable to resolve what should be a straightforward return because the relevant person was unavailable to authorise the surcharge. This is an internal Decofurn matter and should not leave me, the customer, carrying the inconvenience and cost.
1 reviews | Active since Sept 2026
Decofurn refusing to replace damaged goods — concerns regarding CPA compliance
FORMAL COMPLAINT – DAMAGED COUCH BOUGHT AT DECOFURN AND REFUSAL TO ACCEPT RESPONSIBILITY I am extremely disappointed with my experience with Decofran and the manner in which my complaint regarding a damaged couch has been handled. I purchased a couch from Decofurn on Thursday last week and was assisted by SYLVIA , expecting to receive a new product in good condition. Unfortunately, when the couch was delivered to my premises, I discovered that the couch was damaged on the bottom section. I immediately brought the damage to Decofurns attention. ROXANNE the floor manager Instead of taking responsibility for delivering a damaged product, she advised that Decofran could repair the couch, but the cost of the repair would be for my own account, monday we had a conversation with the dispatch manager DEON who said they will look at the footage but funny story the email they sent said they had already looked at the footage how are you looking at it again when you claim you looked at it? I find this response completely unacceptable. Decofurn has subsequently referred to CCTV footage which allegedly shows that the couch was in good condition before it left their premises. However, the footage provided only shows the top portion of the couch. It does not adequately show or establish the condition of the bottom section where the actual damage is located. Consequently, the footage cannot reasonably be re**** upon as conclusive evidence that the couch was undamaged when it left Decofran's possession. The specific area that arrived damaged is precisely the area that the footage does not adequately demonstrate. I purchased a new couch, not a damaged couch requiring repairs at my expense. I therefore reject the position that I should be financially responsible for rectifying a defect or damage that was discovered immediately upon delivery. As a consumer in South Africa, I expect my rights under the Consumer Protection Act 68 of 2008 to be respected, including the right to receive goods that are of good quality, in good working order and free of defects, and to have appropriate remedies available where goods supp**** do not meet the required standard. I am therefore formally requesting that Decofurn: Accept responsibility for the damaged couch; Arrange for the couch to be repaired or replaced at no cost to me, as appropriate; Provide a proper explanation as to why I am being asked to pay for damage discovered upon delivery; and Provide the complete and relevant evidence re**** upon to support Decofran's position that the couch was in the same condition when it left its premises as when it arrived at my home. I have acted reasonably and have given Decofurn an opportunity to resolve this matter directly. However, I will not accept being held financially responsible for damage to a product that was delivered to me in a damaged condition. If this matter is not resolved fairly and within a reasonable period, I reserve my right to escalate the complaint to the appropriate consumer-protection authorities and pursue any other remedies available to me. I am posting this complaint publicly because I believe consumers should be made aware of how Decofurn handles complaints involving damaged goods and, in particular, whether the company accepts accountability when there is a dispute regarding the condition of goods at the time of delivery. I expect Decofurn to take accountability and resolve this matter without imposing any further cost on me.
1 reviews | Active since Sept 2026
Decofurn refusing to replace damaged goods — concerns regarding CPA compliance
FORMAL COMPLAINT – DAMAGED COUCH BOUGHT AT DECOFURN AND REFUSAL TO ACCEPT RESPONSIBILITY I am extremely disappointed with my experience with Decofran and the manner in which my complaint regarding a damaged couch has been handled. I purchased a couch from Decofurn on Thursday last week and was assisted by SYLVIA , expecting to receive a new product in good condition. Unfortunately, when the couch was delivered to my premises, I discovered that the couch was damaged on the bottom section. I immediately brought the damage to Decofurns attention. ROXANNE the floor manager Instead of taking responsibility for delivering a damaged product, she advised that Decofran could repair the couch, but the cost of the repair would be for my own account, monday we had a conversation with the dispatch manager DEON who said they will look at the footage but funny story the email they sent said they had already looked at the footage how are you looking at it again when you claim you looked at it? I find this response completely unacceptable. Decofurn has subsequently referred to CCTV footage which allegedly shows that the couch was in good condition before it left their premises. However, the footage provided only shows the top portion of the couch. It does not adequately show or establish the condition of the bottom section where the actual damage is located. Consequently, the footage cannot reasonably be re**** upon as conclusive evidence that the couch was undamaged when it left Decofran's possession. The specific area that arrived damaged is precisely the area that the footage does not adequately demonstrate. I purchased a new couch, not a damaged couch requiring repairs at my expense. I therefore reject the position that I should be financially responsible for rectifying a defect or damage that was discovered immediately upon delivery. As a consumer in South Africa, I expect my rights under the Consumer Protection Act 68 of 2008 to be respected, including the right to receive goods that are of good quality, in good working order and free of defects, and to have appropriate remedies available where goods supp**** do not meet the required standard. I am therefore formally requesting that Decofurn: Accept responsibility for the damaged couch; Arrange for the couch to be repaired or replaced at no cost to me, as appropriate; Provide a proper explanation as to why I am being asked to pay for damage discovered upon delivery; and Provide the complete and relevant evidence re**** upon to support Decofran's position that the couch was in the same condition when it left its premises as when it arrived at my home. I have acted reasonably and have given Decofurn an opportunity to resolve this matter directly. However, I will not accept being held financially responsible for damage to a product that was delivered to me in a damaged condition. If this matter is not resolved fairly and within a reasonable period, I reserve my right to escalate the complaint to the appropriate consumer-protection authorities and pursue any other remedies available to me. I am posting this complaint publicly because I believe consumers should be made aware of how Decofurn handles complaints involving damaged goods and, in particular, whether the company accepts accountability when there is a dispute regarding the condition of goods at the time of delivery. I expect Decofurn to take accountability and resolve this matter without imposing any further cost on me.