Based on recent customer reviews, @Home is drawing heavy criticism for after-sales support across its furniture and homeware ranges. Customers repeatedly describe promised delivery windows that slip by weeks, with beds, couches and coffee tables arriving late, damaged, incorrect or not at all, and orders taken on stock the system did not have. Warranty and defect claims on couches, microwaves and cookware are often declined or blamed on customer negligence, with shoppers sent between stores, the distribution centre and TFG customer care. Bright spots involve individual consultants at Kramerville, Mall of Africa and Carnival who go well beyond expectations.
TrustIndex
1.9
NPS Score
-79
Recommended: Unlikely
Dec '25 - Nov '26
Frequently Asked Questions About @Home
What do customers say about @Home?
Based on recent customer reviews, @Home is drawing heavy criticism for after-sales support across its furniture and homeware ranges. Customers repeatedly describe promised delivery windows that slip by weeks, with beds, couches and coffee tables arriving late, damaged, incorrect or not at all, and orders taken on stock the system did not have. Warranty and defect claims on couches, microwaves and cookware are often declined or blamed on customer negligence, with shoppers sent between stores, the distribution centre and TFG customer care. Bright spots involve individual consultants at Kramerville, Mall of Africa and Carnival who go well beyond expectations.
Is @Home trustworthy?
@Home has a TrustIndex of 1.9 out of 10 on Hellopeter, based on 41 reviews in the last 12 months. Hellopeter has tracked @Home across 1,321 total reviews. How is the TrustIndex calculated? →
Recent reviews (41)
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 Aug 2018
Expired of a gift voucher
I was in and out of hospital since birth of my daughter, so a friend bought me voucher of R1000 @home stores, so since I was frustrated I forgot about this voucher, now I found it in one of my Jackets then I noticed it has expired. I called the TFG contact center to explain my situation, the gentleman told me there is nothing he can do, it means I forfeit the R1000. Please assist me. The card was never used.
1 reviews | Active since Aug 2018
Expired of a gift voucher
I was in and out of hospital since birth of my daughter, so a friend bought me voucher of R1000 @home stores, so since I was frustrated I forgot about this voucher, now I found it in one of my Jackets then I noticed it has expired. I called the TFG contact center to explain my situation, the gentleman told me there is nothing he can do, it means I forfeit the R1000. Please assist me. The card was never used.
1 reviews | Active since Aug 2018
Expired voucher
I received gift voucher in July 2023, My voucher which has a value of R1000 has expired in 28 July 2026. I have explained my problem to the contact center that I have been in and out of hospital since 2023 in September, I totally forgot about the voucher. I saw it today when I am packing my clothes since I put it save. I am requesting to voucher to be active and he refuses. Please help me
1 reviews | Active since Aug 2018
Expired voucher
I received gift voucher in July 2023, My voucher which has a value of R1000 has expired in 28 July 2026. I have explained my problem to the contact center that I have been in and out of hospital since 2023 in September, I totally forgot about the voucher. I saw it today when I am packing my clothes since I put it save. I am requesting to voucher to be active and he refuses. Please help me
1 reviews | Active since Apr 2023
@Home will not honor a warranty
*PLEASE DO NOT BUY BACCARAT POTS OR PANS FROM @HOME* I am absolutely shocked and deeply disappointed by the way @home is handling my warranty claim on a Baccarat cookware set. I purchased this set believing I was investing in a quality product backed by a LIFETIME WARRANTY. After just TWO YEARS, the non-stick coating on two of the pans has completely deteriorated. There is virtually no non-stick surface left. And here’s what makes this even harder to accept: 👉 The pots from the exact same set are perfectly fine and show no comparable deterioration. 👉 The entire set has been cleaned, maintained and used in exactly the same way. 👉 I have used only silicone utensils. 👉 Yet @home’s response is that the condition of the pans is simply “normal wear and tear” — and therefore they will not honour the warranty. Seriously? If two pans from a supposedly premium cookware set deteriorate to this extent after only two years of normal use, while the pots from the same set remain perfectly fine, how exactly is that acceptable “wear and tear”? To make matters even worse, @home required me to hand over my ENTIRE cookware set for assessment. I have now been without my cookware for TWO WEEKS, with virtually no communication other than being told that a courier collected it and transported it to Cape Town for assessment. Which I have just recieved word they will NOT HONOR THE WARRANTY. This is not the level of customer service I would expect from a major South African retailer. And then there is another rather concerning detail… The Baccarat cookware range (mine is the Baccarat stone 4pc) has subsequently been DISCONTINUED. After doing my own research, I have also found multiple other customers reporting problems with the non-stick coating deteriorating within months of use. So I have to ask: if this is simply “normal wear and tear”, why are so many customers reporting the same problem? And why has the product been discontinued? A LIFETIME WARRANTY should not simply become meaningless when a customer actually needs to use it. I bought this product from @home in good faith. I looked after it properly. I used appropriate utensils. And after just two years, two of the pans have effectively lost the very feature they were purchased for. What I find most disappointing is not just the failure of the product — it is @home’s apparent unwillingness to stand behind it. I am asking @home and Baccarat to take responsibility, properly investigate this issue and provide a fair resolution rather than simply dismissing it as “wear and tear”. I would also like an explanation as to why a product marketed with a lifetime warranty is apparently so difficult to have that warranty honoured. @home @Baccarat — your customers deserve better. #@Home Watercrest Dbn ***?? #CustomerService #Warranty #Baccarat #@Home #Cookware #NonStick #ConsumerRights #SouthAfrica #Bash See less
1 reviews | Active since Apr 2023
@Home will not honor a warranty
*PLEASE DO NOT BUY BACCARAT POTS OR PANS FROM @HOME* I am absolutely shocked and deeply disappointed by the way @home is handling my warranty claim on a Baccarat cookware set. I purchased this set believing I was investing in a quality product backed by a LIFETIME WARRANTY. After just TWO YEARS, the non-stick coating on two of the pans has completely deteriorated. There is virtually no non-stick surface left. And here’s what makes this even harder to accept: 👉 The pots from the exact same set are perfectly fine and show no comparable deterioration. 👉 The entire set has been cleaned, maintained and used in exactly the same way. 👉 I have used only silicone utensils. 👉 Yet @home’s response is that the condition of the pans is simply “normal wear and tear” — and therefore they will not honour the warranty. Seriously? If two pans from a supposedly premium cookware set deteriorate to this extent after only two years of normal use, while the pots from the same set remain perfectly fine, how exactly is that acceptable “wear and tear”? To make matters even worse, @home required me to hand over my ENTIRE cookware set for assessment. I have now been without my cookware for TWO WEEKS, with virtually no communication other than being told that a courier collected it and transported it to Cape Town for assessment. Which I have just recieved word they will NOT HONOR THE WARRANTY. This is not the level of customer service I would expect from a major South African retailer. And then there is another rather concerning detail… The Baccarat cookware range (mine is the Baccarat stone 4pc) has subsequently been DISCONTINUED. After doing my own research, I have also found multiple other customers reporting problems with the non-stick coating deteriorating within months of use. So I have to ask: if this is simply “normal wear and tear”, why are so many customers reporting the same problem? And why has the product been discontinued? A LIFETIME WARRANTY should not simply become meaningless when a customer actually needs to use it. I bought this product from @home in good faith. I looked after it properly. I used appropriate utensils. And after just two years, two of the pans have effectively lost the very feature they were purchased for. What I find most disappointing is not just the failure of the product — it is @home’s apparent unwillingness to stand behind it. I am asking @home and Baccarat to take responsibility, properly investigate this issue and provide a fair resolution rather than simply dismissing it as “wear and tear”. I would also like an explanation as to why a product marketed with a lifetime warranty is apparently so difficult to have that warranty honoured. @home @Baccarat — your customers deserve better. #@Home Watercrest Dbn ***?? #CustomerService #Warranty #Baccarat #@Home #Cookware #NonStick #ConsumerRights #SouthAfrica #Bash See less
1 reviews | Active since Apr 2026
@Home’s “policy” is a convenient excuse to pocket your money
I received two @Home gift cards from a friend as a gift, for a significant amount of money. I misplaced them somewhere in my own house — an honest, everyday mistake anyone could make. When I contacted @Home for help, I was met with a flat, robotic response: “if the cards are lost, they are lost, there is nothing we can do.” Let that sink in. In this day and age, a retailer is telling me they have absolutely no way to trace a gift card back to a purchase — not with the purchaser’s name, not with proof of purchase, nothing. I find that not just hard to believe, but frankly insulting to my intelligence. Every transaction in a modern retail system is logged and trackable. The idea that @Home has zero mechanism to verify and reissue a lost card is either a shocking failure of their systems, or — more likely — a deliberately unhelpful policy designed to make it as easy as possible for them to simply keep your money and wash their hands of any responsibility. There is no goodwill here, no attempt to assist a paying customer, no acknowledgment that these cards represent real money given in good faith by my friend. Just a shrug and a door slammed in my face. I will not be spending another cent at @Home, and I would urge anyone considering purchasing gift cards from this company to think twice. If they can’t be bothered to help a customer recover a significant, traceable sum of money, what does that tell you about how little they value the people who keep their stores running? Avoid @Home gift cards. You have been warned.
1 reviews | Active since Apr 2026
@Home’s “policy” is a convenient excuse to pocket your money
I received two @Home gift cards from a friend as a gift, for a significant amount of money. I misplaced them somewhere in my own house — an honest, everyday mistake anyone could make. When I contacted @Home for help, I was met with a flat, robotic response: “if the cards are lost, they are lost, there is nothing we can do.” Let that sink in. In this day and age, a retailer is telling me they have absolutely no way to trace a gift card back to a purchase — not with the purchaser’s name, not with proof of purchase, nothing. I find that not just hard to believe, but frankly insulting to my intelligence. Every transaction in a modern retail system is logged and trackable. The idea that @Home has zero mechanism to verify and reissue a lost card is either a shocking failure of their systems, or — more likely — a deliberately unhelpful policy designed to make it as easy as possible for them to simply keep your money and wash their hands of any responsibility. There is no goodwill here, no attempt to assist a paying customer, no acknowledgment that these cards represent real money given in good faith by my friend. Just a shrug and a door slammed in my face. I will not be spending another cent at @Home, and I would urge anyone considering purchasing gift cards from this company to think twice. If they can’t be bothered to help a customer recover a significant, traceable sum of money, what does that tell you about how little they value the people who keep their stores running? Avoid @Home gift cards. You have been warned.
1 reviews | Active since Jan 2014
Bad quality and warranty non disclosure
I bought a couch in December 2025 and it’s still under warranty, first the armrests were falling, they got fixed, now the couch is peeling and they claim that is not covered on warranty, something they disclose only now when I call them, i wouldn’t have bought the couch with such exclusions on warranty.
1 reviews | Active since Jan 2014
Bad quality and warranty non disclosure
I bought a couch in December 2025 and it’s still under warranty, first the armrests were falling, they got fixed, now the couch is peeling and they claim that is not covered on warranty, something they disclose only now when I call them, i wouldn’t have bought the couch with such exclusions on warranty.
1 reviews | Active since Aug 2026
Cielo would never!!
If I could give it a negative stars I would. Absolutely terrible, I have been waiting for my office chair for almost a month now . It was supposed to take 5-10 working days, the worst part I when I logged a query I was told it’s ready for collection only to go to the store and find out it’s not. Then I was told “oh sorry it will arrive on the 19th” the 19th came and went and still nothing.
1 reviews | Active since Aug 2026
Cielo would never!!
If I could give it a negative stars I would. Absolutely terrible, I have been waiting for my office chair for almost a month now . It was supposed to take 5-10 working days, the worst part I when I logged a query I was told it’s ready for collection only to go to the store and find out it’s not. Then I was told “oh sorry it will arrive on the 19th” the 19th came and went and still nothing.
1 reviews | Active since Aug 2026
Lost Payment and Terrible Customer Service
Tried to buy a Sage Coffee Machine for my birthday...@Home system error meant the payment got lost and went unallocated to an order. Support is completely unhelpful with 24hr delays between any kind of response. Still trying to get the money refunded or assigned to an order number. It's been a week now and we are no closer to a resolution. Been one of the worst customer service experiences!
1 reviews | Active since Aug 2026
Lost Payment and Terrible Customer Service
Tried to buy a Sage Coffee Machine for my birthday...@Home system error meant the payment got lost and went unallocated to an order. Support is completely unhelpful with 24hr delays between any kind of response. Still trying to get the money refunded or assigned to an order number. It's been a week now and we are no closer to a resolution. Been one of the worst customer service experiences!
1 reviews | Active since Dec 2009
Poor Quality
A large roasting dish purchased from @Home starting developing cracks with use. The dish was taken back to @Home and the matter referred to Head Office. Subsequent feedback was that the dish was out of warranty (correct) and the cracks were caused by oven temperature being too high during use. This was disputed and it was noted that there is no maximum temperature limitation stated anywhere. I was then offered a 20% discount on the purchase of a new roasting dish. This "generous" offer was declined
1 reviews | Active since Dec 2009
Poor Quality
A large roasting dish purchased from @Home starting developing cracks with use. The dish was taken back to @Home and the matter referred to Head Office. Subsequent feedback was that the dish was out of warranty (correct) and the cracks were caused by oven temperature being too high during use. This was disputed and it was noted that there is no maximum temperature limitation stated anywhere. I was then offered a 20% discount on the purchase of a new roasting dish. This "generous" offer was declined