Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Essops Home delivers a sharply divided experience. Customers consistently celebrate individual sales consultants, with Dee at Montana named again and again for patient, knowledgeable and warm service, lifting Customer Service & Support (3.7). A recurring theme, however, is what happens after payment, where Delivery, Fulfilment & Logistics (2.6) and Refunds, Returns & Consumer Rights (1.3) attract repeated complaints about long waits, damaged goods and stalled refunds.
Top Strengths:
- •Customer Service & Support: Named consultants carry the reputation here. Dee at Montana, Sharlotte at Menlyn, Kim at Boksburg and Zenzo at Carnival are repeatedly praised for patience, product knowledge and personal follow through, often sending photos and voice notes so customers can decide remotely.
Replied to 48% of negative reviews
Reply time on negative reviews: 63h 32m
TrustIndex
6.1
Ranking
#2
in Furniture & Home
Reply Time
110h 44m
NPS Score
12
Recommended: Likely
Replied to 48% of negative reviews
Reply time on negative reviews: 63h 32m
Nov '25 - Oct '26
Frequently Asked Questions About Essops Home
What do customers say about Essops Home?
Based on recent customer reviews, Essops Home delivers a sharply divided experience. Customers consistently celebrate individual sales consultants, with Dee at Montana named again and again for patient, knowledgeable and warm service, lifting Customer Service & Support (3.7). A recurring theme, however, is what happens after payment, where Delivery, Fulfilment & Logistics (2.6) and Refunds, Returns & Consumer Rights (1.3) attract repeated complaints about long waits, damaged goods and stalled refunds.
What is Essops Home's biggest strength?
Essops Home's biggest strength, according to Hellopeter's AI analysis, is Customer Service & Support. Named consultants carry the reputation here. Dee at Montana, Sharlotte at Menlyn, Kim at Boksburg and Zenzo at Carnival are repeatedly praised for patience, product knowledge and personal follow through, often sending photos and voice notes so customers can decide remotely.
What are the most common complaints about Essops Home?
The most common complaint about Essops Home, based on Hellopeter's AI analysis of recent customer reviews, is Delivery, Fulfilment & Logistics. A recurring theme is paid orders stretching from a promised two weeks into months, with stock shortages surfacing only after the customer chases. All day delivery windows collapse, items arrive damaged or as demo units, and the warehouse is blamed without updates.
How does Essops Home compare to other Furniture & Home companies?
Essops Home scores 2.9 out of 5 on Hellopeter's AI analysis of service quality in Furniture & Home, compared to the Furniture & Home industry average of 1.6. Their strongest theme is Customer Service (3.6); their weakest is Product Quality (2.6). The top AI-rated Furniture & Home business on Hellopeter is Cielo (3.3). How is the AI Score calculated? →
Is Essops Home trustworthy?
Essops Home has a TrustIndex of 6.1 out of 10 on Hellopeter, based on 116 reviews in the last 12 months. They reply to 48% of negative reviews, typically within 63 hours 32 min. Hellopeter has tracked Essops Home across 813 total reviews. How is the TrustIndex calculated? →
Recent reviews (116)
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
Essops Furniture refusing to assist with a faulty lamp based on store policy
I purchased a light from Essops Furniture that is faulty and has never worked. Despite this, they have completely refused to assist or even inspect the item, choosing instead to rely on their internal store policy regarding electrical components. My understanding is that Section 56 of the Consumer Protection Act provides consumers with a six-month statutory warranty, and that a store’s internal policy cannot override consumers’ statutory rights. I emailed proof of purchase to their Customer Care team on 9 September, but I am still awaiting a satisfactory resolution. I am extremely disappointed with this experience and expect Essops Furniture to resolve the matter by providing a refund or replacement for the faulty light.
1 reviews | Active since Jun 2020
Essops Furniture refusing to assist with a faulty lamp based on store policy
I purchased a light from Essops Furniture that is faulty and has never worked. Despite this, they have completely refused to assist or even inspect the item, choosing instead to rely on their internal store policy regarding electrical components. My understanding is that Section 56 of the Consumer Protection Act provides consumers with a six-month statutory warranty, and that a store’s internal policy cannot override consumers’ statutory rights. I emailed proof of purchase to their Customer Care team on 9 September, but I am still awaiting a satisfactory resolution. I am extremely disappointed with this experience and expect Essops Furniture to resolve the matter by providing a refund or replacement for the faulty light.
1 reviews | Active since Apr 2019
Excellent service from Essops Home
Excellent service from Essops Home. We made an online payment for the lamps and the process was quick and seamless. My colleague was able to collect without any issues, and the customer service was friendly, efficient and very helpful throughout. Such an easy and pleasant experience, highly recommend.
1 reviews | Active since Apr 2019
Excellent service from Essops Home
Excellent service from Essops Home. We made an online payment for the lamps and the process was quick and seamless. My colleague was able to collect without any issues, and the customer service was friendly, efficient and very helpful throughout. Such an easy and pleasant experience, highly recommend.
1 reviews | Active since Jul 2024
The Lady by the name "Dee", here at Essops in Montana, received me with a smile and in a very professional manner
The Lady by the name "Dee", here at Essops in Montana, received me with a smile and in a very professional manner. Her customer service was excellent and satisfactory. I told her what I needed (couches) and she patiently showed me around within the shop- but also showed me some couches on the computer to assist me with diverse choices. That helped me to make informed choice of couches. Further, she provided me with updates on the delivery of the couches and Buffet that I bought. That was so exciting and excellent customer service. Kind Regards Polly Mashigo (customer)
1 reviews | Active since Jul 2024
The Lady by the name "Dee", here at Essops in Montana, received me with a smile and in a very professional manner
The Lady by the name "Dee", here at Essops in Montana, received me with a smile and in a very professional manner. Her customer service was excellent and satisfactory. I told her what I needed (couches) and she patiently showed me around within the shop- but also showed me some couches on the computer to assist me with diverse choices. That helped me to make informed choice of couches. Further, she provided me with updates on the delivery of the couches and Buffet that I bought. That was so exciting and excellent customer service. Kind Regards Polly Mashigo (customer)
1 reviews | Active since Jul 2023
Essops Home Montana - I received outstanding service from Dee
Essops Home Montana - I received outstanding service from Dee. She assisted me over the phone and my order was placed within minutes. I would recommend Essops Home Montana
1 reviews | Active since Jul 2023
Essops Home Montana - I received outstanding service from Dee
Essops Home Montana - I received outstanding service from Dee. She assisted me over the phone and my order was placed within minutes. I would recommend Essops Home Montana
1 reviews | Active since Apr 2023
Dee, Montana branch...
Dee, Montana branch Essops service was 10/10 I appreciate a lot n she is friendly n explain perfectly so that u understand the furniture u want to buy 🔥🥂👌🏾🙏🏽
1 reviews | Active since Apr 2023
Dee, Montana branch...
Dee, Montana branch Essops service was 10/10 I appreciate a lot n she is friendly n explain perfectly so that u understand the furniture u want to buy 🔥🥂👌🏾🙏🏽
1 reviews | Active since Apr 2017
An angry client who was undermined
I’m so so disappointed with the service that I received from Essops Krugersdorp, on the 15th of July I purchased the couch and during the delivery it got scratched and the driver returned with it , a week later they delivered the couch only to find out out that it is the same couch that was damaged and they used paint or nail polish to cover that scratch . The driver and sales person said they not sure why the warehouse gave me same couch , The driver returned with that couch for the 2nd time Is been 2 weeks now waiting for the feedback regarding my couch.when I call the store , the respond that I’m receiving is they still waiting for the suppliers . My concern is how could Essops Warehouse and customer service treat me so unfair as a customer to use a paint or nail polish on the couch and delivered it to my place knowing exactly that the damage was hidden
1 reviews | Active since Apr 2017
An angry client who was undermined
I’m so so disappointed with the service that I received from Essops Krugersdorp, on the 15th of July I purchased the couch and during the delivery it got scratched and the driver returned with it , a week later they delivered the couch only to find out out that it is the same couch that was damaged and they used paint or nail polish to cover that scratch . The driver and sales person said they not sure why the warehouse gave me same couch , The driver returned with that couch for the 2nd time Is been 2 weeks now waiting for the feedback regarding my couch.when I call the store , the respond that I’m receiving is they still waiting for the suppliers . My concern is how could Essops Warehouse and customer service treat me so unfair as a customer to use a paint or nail polish on the couch and delivered it to my place knowing exactly that the damage was hidden
1 reviews | Active since Apr 2024
I am very happy with the service from Essops Home
I am very happy with the service from Essops Home. My order was processed quickly and arrived at the store sooner than I expected. The staff were friendly, and the collection process was smooth and hassle free. I would definitely shop with Essops Home again.
1 reviews | Active since Apr 2024
I am very happy with the service from Essops Home
I am very happy with the service from Essops Home. My order was processed quickly and arrived at the store sooner than I expected. The staff were friendly, and the collection process was smooth and hassle free. I would definitely shop with Essops Home again.