Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Lewis Stores shows a customer experience profile dominated by serious friction. Customers consistently report debit orders taken early or twice, settlement and paid up letters that never arrive, and credit bureau listings that misrepresent paying accounts. A recurring theme is furniture and appliances failing within months, followed by drawn out repair loops. Isolated praise exists for named consultants and individual branches, but it sits against widespread reports of collections harassment.
Top Strengths:
- •Customer Service & Support: Customer Service & Support (1.9) is the highest scoring theme, carried by named staff such as Paula Booysen, Shamima Jacobus, Carol Joemath and Winston Arends, who customers say take ownership. Elsewhere, collections conduct and unanswered escalations dominate the feedback.
Replied to 96% of negative reviews
Reply time on negative reviews: 12h 58m
TrustIndex
3.2
Ranking
#7
in Furniture & Home
Reply Time
12h 9m
NPS Score
-68
Recommended: Unlikely
Replied to 96% of negative reviews
Reply time on negative reviews: 12h 58m
Nov '25 - Oct '26
Frequently Asked Questions About Lewis Stores
What do customers say about Lewis Stores?
Based on recent customer reviews, Lewis Stores shows a customer experience profile dominated by serious friction. Customers consistently report debit orders taken early or twice, settlement and paid up letters that never arrive, and credit bureau listings that misrepresent paying accounts. A recurring theme is furniture and appliances failing within months, followed by drawn out repair loops. Isolated praise exists for named consultants and individual branches, but it sits against widespread reports of collections harassment.
What is Lewis Stores's biggest strength?
Lewis Stores's biggest strength, according to Hellopeter's AI analysis, is Customer Service & Support. Customer Service & Support (1.9) is the highest scoring theme, carried by named staff such as Paula Booysen, Shamima Jacobus, Carol Joemath and Winston Arends, who customers say take ownership. Elsewhere, collections conduct and unanswered escalations dominate the feedback.
What are the most common complaints about Lewis Stores?
The most common complaint about Lewis Stores, based on Hellopeter's AI analysis of recent customer reviews, is Product Quality & Value. Product Quality & Value (1.1) is a core weakness. Customers describe beds sagging or tearing within months, Grafton Everest couches peeling, and kitchen units cracking, with weight limits and warranty exclusions raised only after the failure occurs.
How does Lewis Stores compare to other Furniture & Home companies?
Lewis Stores scores 1.4 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 (2.6); their weakest is Account & Billing (0.8). The top AI-rated Furniture & Home business on Hellopeter is Cielo (3.3). How is the AI Score calculated? →
Is Lewis Stores trustworthy?
Lewis Stores has a TrustIndex of 3.2 out of 10 on Hellopeter, based on 519 reviews in the last 12 months. They reply to 96% of negative reviews, typically within 12 hours 58 min. Hellopeter has tracked Lewis Stores across 3,826 total reviews. How is the TrustIndex calculated? →
Recent reviews (519)
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
Terrible service from Lewis
I have paid up my Lewis account and received my paid up letter yet Lewis has blocked my credit profile by not updating and the account shows arrears even though it's paid up. I regret ever buying from this company it's terrible and no one wants to assist with this matter. I can't even buy a house or car because of all their nonsense
1 reviews | Active since Oct 2026
Terrible service from Lewis
I have paid up my Lewis account and received my paid up letter yet Lewis has blocked my credit profile by not updating and the account shows arrears even though it's paid up. I regret ever buying from this company it's terrible and no one wants to assist with this matter. I can't even buy a house or car because of all their nonsense
1 reviews | Active since Aug 2018
Poor customer service
I am not happy at all because I had never received any good customer service and fair treatment from Lewis Store in Protea Glen. Firstly, the Agent who was assisting me with applications and stuff had tendency of putting me under pressure when she is behind with her target she would text me out of the blue and tell me how I must pay because if I don't pay it won't qualify anymore mind you I earn monthly not weekly or every two weeks no I told her where to get off and she stooped putting me under pressure until the day I had money still she put me under pressure to a point whereby I had to send her cash send to pay on my behalf that's too risky yet I chose to trust her. Second one, the furniture was delivered on Friday whereas I was on my way home back from work and the delivery guy told me that he will come back the next day which is Saturday to collect the documents that needed my signature mind you he never pitched or call to at least let me know he won't make it and when I called him there was no answer. I left the documents where I had signed where was necessary and left my ORIGINAL ID with my neighbour, that was too risky I gave a stranger an access to my sensitive and personal information. I informed Susan and she said I mustn't worry when the manager requested for those documents they will be in trouble if by then the documents are not collected from me long story short she kept on calling every week to confirm my availability I had confirmed in many occasions that I am always available on weekends,weekdays I am at work and promise that by the weekend the delivery guy will come and collect those papers but still no one would come to collect until she decides to come by herself which was a month and weeks if I am not mistaken because I remember clearly my first debit order went through whilst the documents were with me. Third one, I changed banking and kindly asked Susan to assist with that on her side and do debicheck,she requested 3 months bank statement unfortunately I couldn't provide her with it because my bank was still new never used it before however there was sufficient for them to debit for June in my Capitec account therefore I became relaxed. Come July there were insufficient funds in my account I therefore asked Susan to provide me with Installment balance, account number and reference number that I can use to pay, would you believe that Susan provided me with that information 2-3 weeks after I asked her? Fast forward I received a call from a male agent I didn't their name clearly, it was inconvenient for me to speak I asked him to call me back exactly 15:00 I'll be on a 15 minutes tea break he agreed but never kept his promise. On the 30th of August which was on a Sunday some guy came to my residence to tell me that I must pay for 3 months because I was already one month behind, 3 months? Why and how did we get to that? Instead of getting answers I got insults he told me that I think I know better because I asked a simple question on how did we get to 3 months, mind you the date we agreed on for my payment is last day of the month yet that day was on a Sunday and I haven't got paid by that time. When I showed him my conversation with Susan from day one of being pressured to take something she was under pressure and behind with target, contact collection issue and where I asked her to provide with the reference, account number and the monthly Installment balance well that is where he came around, calmed down( stopped being rude) and called the store manager and explained what has caused the inconvenience yet never received any apology from him as he was rude to me, on behalf of Susan or the store. As soon as my salary reflected on Monday I paid, sent POP and 3 months bank statement to change banks and also send debicheck mandate to approve it to Susan and to the Store Whatsapp number they provided me with. However up-to-date never got assistance with changing of banking details and debicheck. Fourth Issue, on the 30th of September I paid and sent POP to the store Whatsapp number, to my surprise a week ago I received a call informing me that I missed September instalment haibo how I paid mos I asked her to check thoroughly and get back to me lol guess what dololo she never came back to me. Yesterday I received an sms saying that I didn't pay therefore on my next instalment I MUST pay 50% of September. Below is an attachment of POP for September and the sms I received and again is it possible for me to return the furniture, refund me my money and cancel my contract because am not happy at all how that store operates and I don't believe I deserve such treatment where your employees insult and disrespect me every chance they get because of their incompetence, is it because my ID starts with 9? Kindly assist with resolving matter, update my September payment and advice for cancellation or my account to be handed over to another store that knows a good customer service,respect clients and good tone and manner before it attracts unnecessary attention.
1 reviews | Active since Aug 2018
Poor customer service
I am not happy at all because I had never received any good customer service and fair treatment from Lewis Store in Protea Glen. Firstly, the Agent who was assisting me with applications and stuff had tendency of putting me under pressure when she is behind with her target she would text me out of the blue and tell me how I must pay because if I don't pay it won't qualify anymore mind you I earn monthly not weekly or every two weeks no I told her where to get off and she stooped putting me under pressure until the day I had money still she put me under pressure to a point whereby I had to send her cash send to pay on my behalf that's too risky yet I chose to trust her. Second one, the furniture was delivered on Friday whereas I was on my way home back from work and the delivery guy told me that he will come back the next day which is Saturday to collect the documents that needed my signature mind you he never pitched or call to at least let me know he won't make it and when I called him there was no answer. I left the documents where I had signed where was necessary and left my ORIGINAL ID with my neighbour, that was too risky I gave a stranger an access to my sensitive and personal information. I informed Susan and she said I mustn't worry when the manager requested for those documents they will be in trouble if by then the documents are not collected from me long story short she kept on calling every week to confirm my availability I had confirmed in many occasions that I am always available on weekends,weekdays I am at work and promise that by the weekend the delivery guy will come and collect those papers but still no one would come to collect until she decides to come by herself which was a month and weeks if I am not mistaken because I remember clearly my first debit order went through whilst the documents were with me. Third one, I changed banking and kindly asked Susan to assist with that on her side and do debicheck,she requested 3 months bank statement unfortunately I couldn't provide her with it because my bank was still new never used it before however there was sufficient for them to debit for June in my Capitec account therefore I became relaxed. Come July there were insufficient funds in my account I therefore asked Susan to provide me with Installment balance, account number and reference number that I can use to pay, would you believe that Susan provided me with that information 2-3 weeks after I asked her? Fast forward I received a call from a male agent I didn't their name clearly, it was inconvenient for me to speak I asked him to call me back exactly 15:00 I'll be on a 15 minutes tea break he agreed but never kept his promise. On the 30th of August which was on a Sunday some guy came to my residence to tell me that I must pay for 3 months because I was already one month behind, 3 months? Why and how did we get to that? Instead of getting answers I got insults he told me that I think I know better because I asked a simple question on how did we get to 3 months, mind you the date we agreed on for my payment is last day of the month yet that day was on a Sunday and I haven't got paid by that time. When I showed him my conversation with Susan from day one of being pressured to take something she was under pressure and behind with target, contact collection issue and where I asked her to provide with the reference, account number and the monthly Installment balance well that is where he came around, calmed down( stopped being rude) and called the store manager and explained what has caused the inconvenience yet never received any apology from him as he was rude to me, on behalf of Susan or the store. As soon as my salary reflected on Monday I paid, sent POP and 3 months bank statement to change banks and also send debicheck mandate to approve it to Susan and to the Store Whatsapp number they provided me with. However up-to-date never got assistance with changing of banking details and debicheck. Fourth Issue, on the 30th of September I paid and sent POP to the store Whatsapp number, to my surprise a week ago I received a call informing me that I missed September instalment haibo how I paid mos I asked her to check thoroughly and get back to me lol guess what dololo she never came back to me. Yesterday I received an sms saying that I didn't pay therefore on my next instalment I MUST pay 50% of September. Below is an attachment of POP for September and the sms I received and again is it possible for me to return the furniture, refund me my money and cancel my contract because am not happy at all how that store operates and I don't believe I deserve such treatment where your employees insult and disrespect me every chance they get because of their incompetence, is it because my ID starts with 9? Kindly assist with resolving matter, update my September payment and advice for cancellation or my account to be handed over to another store that knows a good customer service,respect clients and good tone and manner before it attracts unnecessary attention.
1 reviews | Active since Jul 2017
Lewis took very long to refund me
On the 15 September I vusited Lewis Stores Upington to pay my *** with my debit card R1500.00, the transaction only went through the 26 of September. On the 21 September I vusited the branch again to make payment because transaction never went through I paid with the same debit card R1400.00 this it went through. On the 26 September Lewis Stores debited my *** with R1500.00. Form to get a refund I had to bring bank statement wich I bring the next day. Monday the 12 October I visited the store again after several visits they told me they don't have money. I was told to collect money on the 15 October I am at the store from 13:00 till 16:00 they can't get hold of someone who must release the refund, have never experienced such bad experience in my life.
1 reviews | Active since Jul 2017
Lewis took very long to refund me
On the 15 September I vusited Lewis Stores Upington to pay my *** with my debit card R1500.00, the transaction only went through the 26 of September. On the 21 September I vusited the branch again to make payment because transaction never went through I paid with the same debit card R1400.00 this it went through. On the 26 September Lewis Stores debited my *** with R1500.00. Form to get a refund I had to bring bank statement wich I bring the next day. Monday the 12 October I visited the store again after several visits they told me they don't have money. I was told to collect money on the 15 October I am at the store from 13:00 till 16:00 they can't get hold of someone who must release the refund, have never experienced such bad experience in my life.
1 reviews | Active since Sept 2026
CREDIT BUREAU NOT UPDATED
It is now 2 months that I have signed and completed a credit contract with Lewis Stores yet my credit bureau report is not updated to that effect. I spoke to 2 customer agents in the course of the month of September and my query was forwarded to a Lewis Stores agent responsible to submit such information to the credit bureau (Hello *** was an option) and she advised me that because my *** was opened after the 8th of the month, then my details will only be submitted on the 8th of October. Today is the 15th of October and still there is no update on the credit bureau (Experian to be specific). I called the Customer Service yesterday again (14 October 2026) and spoke to another agent who took my details promising to escalate to the relevant head/person.
1 reviews | Active since Sept 2026
CREDIT BUREAU NOT UPDATED
It is now 2 months that I have signed and completed a credit contract with Lewis Stores yet my credit bureau report is not updated to that effect. I spoke to 2 customer agents in the course of the month of September and my query was forwarded to a Lewis Stores agent responsible to submit such information to the credit bureau (Hello *** was an option) and she advised me that because my *** was opened after the 8th of the month, then my details will only be submitted on the 8th of October. Today is the 15th of October and still there is no update on the credit bureau (Experian to be specific). I called the Customer Service yesterday again (14 October 2026) and spoke to another agent who took my details promising to escalate to the relevant head/person.
1 reviews | Active since Feb 2021
Thank you to Stacey from Lewis head office that sorted out our query
Thank you to Stacey from Lewis head office that sorted out our query. Your service and communication is outstanding 😁 if only all employees at Lewis can be like you. Keep up the good work Stacey.
1 reviews | Active since Feb 2021
Thank you to Stacey from Lewis head office that sorted out our query
Thank you to Stacey from Lewis head office that sorted out our query. Your service and communication is outstanding 😁 if only all employees at Lewis can be like you. Keep up the good work Stacey.
1 reviews | Active since Oct 2026
K
I was though by Vuyokazi Ngcukana to go at Lewis store for a Smart T.V and the Fridge because I asked her with store is the best store and she recommend me at Lewis store and the person who assistant me it was Richard the best service ever and I got my good on time we'll done Lewis store keep up the good service at Lewis store
1 reviews | Active since Oct 2026
K
I was though by Vuyokazi Ngcukana to go at Lewis store for a Smart T.V and the Fridge because I asked her with store is the best store and she recommend me at Lewis store and the person who assistant me it was Richard the best service ever and I got my good on time we'll done Lewis store keep up the good service at Lewis store
1 reviews | Active since Oct 2026
I got a best service nd explain everything about their furniture nd insurance they have
I got a best service nd explain everything about their furniture nd insurance they have.
1 reviews | Active since Oct 2026
I got a best service nd explain everything about their furniture nd insurance they have
I got a best service nd explain everything about their furniture nd insurance they have.