Scores reflect the Overall AI Score for each category
Based on recent customer reviews, House & Home is described by customers as a retailer where the sale is easy but everything after it is a fight. Recurring themes include collapsing lounge suites and sagging beds, refunds that branches claim they have no cash to pay, missed delivery promises and unanswered call centre lines. Isolated consultants earn genuine praise, yet those bright spots sit inside a broadly adversarial after-sales experience.
Top Strengths:
- •Customer Service & Support: The clearest positives are individual people. Customers name Meicy, Fezeka, Kaycee, Karon, Nkosi, Lerato and Dudu for warm, informed help, and Charmaine at head office for taking ownership when a branch stalls, showing the culture can work.
TrustIndex
1.9
NPS Score
-89
Recommended: Unlikely
Nov '25 - Oct '26
Frequently Asked Questions About House & Home
What do customers say about House & Home?
Based on recent customer reviews, House & Home is described by customers as a retailer where the sale is easy but everything after it is a fight. Recurring themes include collapsing lounge suites and sagging beds, refunds that branches claim they have no cash to pay, missed delivery promises and unanswered call centre lines. Isolated consultants earn genuine praise, yet those bright spots sit inside a broadly adversarial after-sales experience.
What is House & Home's biggest strength?
House & Home's biggest strength, according to Hellopeter's AI analysis, is Customer Service & Support. The clearest positives are individual people. Customers name Meicy, Fezeka, Kaycee, Karon, Nkosi, Lerato and Dudu for warm, informed help, and Charmaine at head office for taking ownership when a branch stalls, showing the culture can work.
What are the most common complaints about House & Home?
The most common complaint about House & Home, based on Hellopeter's AI analysis of recent customer reviews, is Refunds, Returns & Consumer Rights. Refunds, Returns and Consumer Rights (0.7) is the most damaging theme. Customers repeatedly report branches claiming they have no cash, EFT refunds stretching from days into months, warranty claims deflected to suppliers and repairs returned worse than before.
Is House & Home trustworthy?
House & Home has a TrustIndex of 1.9 out of 10 on Hellopeter, based on 160 reviews in the last 12 months. Hellopeter has tracked House & Home across 2,474 total reviews. How is the TrustIndex calculated? →
Recent reviews (160)
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 2022
poor customer service, untrained staff, no communication
absolutely the worst service ! purchased a PS5 online and paid online however they dont tell you when the shipment will be , no communications , i called 3 times to both the store and the callcenter both have a dont care attitude. absolutely poor customer service training done with their staff and they just ignore you. Order # ***
1 reviews | Active since Feb 2022
poor customer service, untrained staff, no communication
absolutely the worst service ! purchased a PS5 online and paid online however they dont tell you when the shipment will be , no communications , i called 3 times to both the store and the callcenter both have a dont care attitude. absolutely poor customer service training done with their staff and they just ignore you. Order # ***
1 reviews | Active since May 2024
am writing to formally lodge a complaint regarding a Defy stove that I purchased from House & Home to replace
am writing to formally lodge a complaint regarding a Defy stove that I purchased from House & Home to replace my old stove, which had reached the end of its lifespan. Unfortunately, since installing the new stove, it has been causing damage to my kitchen unit. I visited House & Home to report the matter, and they contacted Defy to arrange for a technician to assess the problem. During the inspection, the Defy technician explained that the stove does not have a cooling fan and indicated that House & Home should have informed me of this limitation before I purchased it. The technician further advised that I would need to modify my kitchen unit to accommodate the stove and prevent further damage. My concern is that I used my previous stove in the same kitchen unit without experiencing any problems. I was not informed at the time of purchase that the new stove would require modifications to my existing kitchen uunit.When i go back to house and home they said they cannot do anything. I believe this information should have been clearly communicated before the purchase, as it would have influenced my decision. I am therefore requesting your assistance in resolving this matter by either: Replacing the stove with a suitable model that can safely operate in my existing kitchen unit without causing damage; or Providing a full refund, as the stove is not suitable for my current kitchen setup.
1 reviews | Active since May 2024
am writing to formally lodge a complaint regarding a Defy stove that I purchased from House & Home to replace
am writing to formally lodge a complaint regarding a Defy stove that I purchased from House & Home to replace my old stove, which had reached the end of its lifespan. Unfortunately, since installing the new stove, it has been causing damage to my kitchen unit. I visited House & Home to report the matter, and they contacted Defy to arrange for a technician to assess the problem. During the inspection, the Defy technician explained that the stove does not have a cooling fan and indicated that House & Home should have informed me of this limitation before I purchased it. The technician further advised that I would need to modify my kitchen unit to accommodate the stove and prevent further damage. My concern is that I used my previous stove in the same kitchen unit without experiencing any problems. I was not informed at the time of purchase that the new stove would require modifications to my existing kitchen uunit.When i go back to house and home they said they cannot do anything. I believe this information should have been clearly communicated before the purchase, as it would have influenced my decision. I am therefore requesting your assistance in resolving this matter by either: Replacing the stove with a suitable model that can safely operate in my existing kitchen unit without causing damage; or Providing a full refund, as the stove is not suitable for my current kitchen setup.
1 reviews | Active since Apr 2018
Mrs
I bought a TV last year on the 9th of October 2026 it suddenly stopped working I contacted them and produced proof and submitted photos they said they would send out a technician. I've since been there 3 times to no avail I am 78 years old and not fit to run around like this while they took my money and I'm a pensioner
1 reviews | Active since Apr 2018
Mrs
I bought a TV last year on the 9th of October 2026 it suddenly stopped working I contacted them and produced proof and submitted photos they said they would send out a technician. I've since been there 3 times to no avail I am 78 years old and not fit to run around like this while they took my money and I'm a pensioner
1 reviews | Active since Apr 2024
Zero correspondence from the team
I am still waiting for a refund I requested beginning September!! After they gave me a faulty iPhone that did not even last a week!! Terrible service
1 reviews | Active since Apr 2024
Zero correspondence from the team
I am still waiting for a refund I requested beginning September!! After they gave me a faulty iPhone that did not even last a week!! Terrible service
1 reviews | Active since Jul 2023
Pathetic service, poor quality products and bad management services.Request my refund
Poor service of refund and **** products encountered. Staff fears management with old processes and programmed, they don't apply logic but insists on bank statement and proof instead of using system to check funds in customer profile and ***. I need my refund into my account today, there's my *** used for debit and ID copy when i opened my account. I will not submit it, your staff is afraid of management and not applying their minds in challenging your old processes and coming with smart solutions to improve customer experience. Instead customers are treated bad, like we complaint for fun and we fighting for nothing thats the sentiment I got yesterday when requesting for my refund check. I bought TV stand cash, then decided to open and account since I don't have one. House and Home only cares about sales, then done. Customers are not trusted and interrogated when request for checks of settlement and refund. I wont submit bank statement and settlement letter from my bank because that is a stupid and absurd request when the system should be updated monthly. Where is our money and ***** occurs like this by higher management and collection dept. Your system should be modernized,upgraded and updated to new era. Ask your staff ideas and train them on customer service. I bought coffee table and bedset for my mom, that restonic matress sagged within a month of purchase and had to go through process of pictures and videos and confirm her weight, private use vehicle yo collection. Restonic approved my claim and my bank settled the account September and a monthly debit was done also. I regret buying **** product, Dial a bed products have not failed me and their services, I even got pillows as a gift. I don't have an account there. No apology offered, no gift, only the management story that I won't get my refund if I don't have proof and no answer for requesting such documents. Settlement letter is suppose to be offer by retailer not bank, how stupid is that to request? If I don't get my refund within 48hrs,I am escalating further.Don't call because I already know your pathetic processes, just SMS me with refund.
1 reviews | Active since Jul 2023
Pathetic service, poor quality products and bad management services.Request my refund
Poor service of refund and **** products encountered. Staff fears management with old processes and programmed, they don't apply logic but insists on bank statement and proof instead of using system to check funds in customer profile and ***. I need my refund into my account today, there's my *** used for debit and ID copy when i opened my account. I will not submit it, your staff is afraid of management and not applying their minds in challenging your old processes and coming with smart solutions to improve customer experience. Instead customers are treated bad, like we complaint for fun and we fighting for nothing thats the sentiment I got yesterday when requesting for my refund check. I bought TV stand cash, then decided to open and account since I don't have one. House and Home only cares about sales, then done. Customers are not trusted and interrogated when request for checks of settlement and refund. I wont submit bank statement and settlement letter from my bank because that is a stupid and absurd request when the system should be updated monthly. Where is our money and ***** occurs like this by higher management and collection dept. Your system should be modernized,upgraded and updated to new era. Ask your staff ideas and train them on customer service. I bought coffee table and bedset for my mom, that restonic matress sagged within a month of purchase and had to go through process of pictures and videos and confirm her weight, private use vehicle yo collection. Restonic approved my claim and my bank settled the account September and a monthly debit was done also. I regret buying **** product, Dial a bed products have not failed me and their services, I even got pillows as a gift. I don't have an account there. No apology offered, no gift, only the management story that I won't get my refund if I don't have proof and no answer for requesting such documents. Settlement letter is suppose to be offer by retailer not bank, how stupid is that to request? If I don't get my refund within 48hrs,I am escalating further.Don't call because I already know your pathetic processes, just SMS me with refund.
1 reviews | Active since Nov 2013
Frustration and despair
Poor communication on online purchase in-store collection availability. Customer service telephone line will never be answered, no matter the time of day. Strongly advise against online purchases from this lot!
1 reviews | Active since Nov 2013
Frustration and despair
Poor communication on online purchase in-store collection availability. Customer service telephone line will never be answered, no matter the time of day. Strongly advise against online purchases from this lot!
1 reviews | Active since May 2022
Dismal after-sales support
I bought the Sony Bravia Home Threathre system and upon installation that not all speakers ans amplifier are working. I returnef the unit in 18 August 2026 after doing and following all advise on Youtube. Returned the unit in 18 August and have been receiving numerous excuses not to replace the faulty unit. They even stated that there was nothing wrong with sound system. I said I will take the unit with exception that they have a rep to show the unit is workjng propetly, as it takes some time to set up the unit. I have followed up more than 10 times, struggling to get through and have sent numerous emails with proof. When I call, I do not get through, tge after-sales support is dismal. I have not received proper feedback on the way forward and is driven to Hellopeter. I see I am not the only one complaining about the same thing. Can zi pleade have feedback, I paid a premium, but do not have access to what I paid for. Kindly advise as I had no option but to report it.
1 reviews | Active since May 2022
Dismal after-sales support
I bought the Sony Bravia Home Threathre system and upon installation that not all speakers ans amplifier are working. I returnef the unit in 18 August 2026 after doing and following all advise on Youtube. Returned the unit in 18 August and have been receiving numerous excuses not to replace the faulty unit. They even stated that there was nothing wrong with sound system. I said I will take the unit with exception that they have a rep to show the unit is workjng propetly, as it takes some time to set up the unit. I have followed up more than 10 times, struggling to get through and have sent numerous emails with proof. When I call, I do not get through, tge after-sales support is dismal. I have not received proper feedback on the way forward and is driven to Hellopeter. I see I am not the only one complaining about the same thing. Can zi pleade have feedback, I paid a premium, but do not have access to what I paid for. Kindly advise as I had no option but to report it.