Based on recent customer reviews, UFO Furniture draws heavy criticism for product durability and after-sales support. Shoppers report beds and bases squeaking, springs popping through mattresses, couches sagging, recliners failing and PU or leather finishes cracking, often within months of purchase. Complaints departments, suppliers and head office are described as slow, unresponsive or quick to shift blame, with warranty and refund requests frequently declined or charged for. Positive feedback exists and centres on individual consultants at Menlyn, Brakpan, Vereeniging and Festival Mall who communicate well and follow up.
Replied to 42% of negative reviews
Reply time on negative reviews: 10h 15m
TrustIndex
2.9
Reply Time
8h 33m
NPS Score
-88
Recommended: Unlikely
Replied to 42% of negative reviews
Reply time on negative reviews: 10h 15m
Dec '25 - Nov '26
Frequently Asked Questions About UFO Furniture
What do customers say about UFO Furniture?
Based on recent customer reviews, UFO Furniture draws heavy criticism for product durability and after-sales support. Shoppers report beds and bases squeaking, springs popping through mattresses, couches sagging, recliners failing and PU or leather finishes cracking, often within months of purchase. Complaints departments, suppliers and head office are described as slow, unresponsive or quick to shift blame, with warranty and refund requests frequently declined or charged for. Positive feedback exists and centres on individual consultants at Menlyn, Brakpan, Vereeniging and Festival Mall who communicate well and follow up.
Is UFO Furniture trustworthy?
UFO Furniture has a TrustIndex of 2.9 out of 10 on Hellopeter, based on 14 reviews in the last 12 months. They reply to 42% of negative reviews, typically within 10 hours 15 min. Hellopeter has tracked UFO Furniture across 689 total reviews. How is the TrustIndex calculated? →
Recent reviews (14)
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
The store experience was good; however, the delivery service needs major changes.
I was dissatisfied with the delivery and assembly service I received following my purchase from UFO. While my experience with the in-store sales team from Marlboro was very positive, the delivery process was extremely disappointing, stressful, and far below the standard of service I would expect from the store. My unhappiness relates to two separate delivery attempts and, in particular, the poor communication, unprofessional conduct, disregard for my property, and questionable quality of the assembly service. 1. First Delivery Attempt: Failure to Deliver as Agreed At the time of purchase, the salesperson assured me that my item would be delivered on Saturday between 08:00 and 11:00. He further undertook to confirm the arrangement with the delivery team on Saturday morning. On Saturday morning, we spoke as agreed, and he informed me that he had contacted the driver, who had confirmed that he would arrive at approximately 10:30. Based on this confirmation, we remained at home and waited beyond the agreed time, allowing for a reasonable delay. At approximately 11:15, when the delivery had still not arrived and failed to call for an update, I called the number provided for the driver to establish his whereabouts. To my surprise, he informed me that he had not been told about my morning delivery arrangement and that, as a driver, he was not responsible for knowing such details. His response and manner of communication were unprofessional and dismissive. I explained that we needed to leave home by 12:00. However, at approximately 13:30, he called to inform me that he was coming from Sebokeng and asked whether we were still at home. By that time, we had already left. This experience raised serious concerns about the communication and coordination between the store and the delivery team. If a delivery had been confirmed, why was I expected to chase it? If there was a delay or a change in arrangements, why was I not informed in advance so that I could plan accordingly? The failure to deliver as agreed disrupted my family's activities for the day and resulted in unnecessary inconvenience and frustration. 2. Second Delivery Attempt: Poor Communication and Unprofessional Conduct During the following week, I arranged for the delivery to take place again on Thursday. On this occasion, I appreciated that the driver called me in the morning to inform me that he was on his way to my address. However, the interaction quickly became problematic. The driver asked me to send him my location. While I appreciate that directions may sometimes be necessary, I would reasonably expect delivery personnel to be familiar with using GPS navigation, particularly when delivering to an address within a city. He also asked about access to the property, and I informed him that I would make the necessary arrangements. A few minutes later, I called to check whether everything was all right. He told me that he had just left. Later, however, he called and insisted that he was already at the gate but could not gain access. We contacted security to establish whether there was a problem, only to be informed that the driver was not at the gate. I called him again and told him that he was not there. While speaking to him on the phone, I could see through the access monitoring system that he had only just arrived at the gate. This inconsistency was unnecessary and caused further stress. I found it concerning that the driver insisted he was at the gate when the available evidence indicated otherwise. Such communication undermines trust and reflects poorly on the professionalism of the delivery service. 3. Disregard for My Property and Instructions During Assembly Once the delivery team entered my home, I requested that they assemble the item outside on the patio to avoid scratching or damaging my furniture and flooring. Unfortunately, my instructions were ignored, and the team proceeded as they saw fit. One of the delivery personnel placed his toolbox directly on my clean, freshly washed carpet. I had to physically move a small item and relocate the toolbox myself to protect my carpet, flooring, and white curtains from potential damage. There was no apology or acknowledgement of the inconvenience caused. I found this behaviour particularly disappointing. As a customer, I expect delivery personnel working inside my home to treat my property with care and respect and to listen when reasonable instructions are given to prevent damage. 4. Concerns About the Quality of Assembly As the assembly progressed, it became increasingly apparent that the delivery team was unfamiliar with how to assemble the item properly. They appeared to be experimenting with the components rather than following the instructions confidently. The item was visibly unstable and wobbly, yet the team appeared ready to leave it in that condition. I had to point out that the item was not stable and could not reasonably be left as it was. One of the guys adjusted the top slightly while holding a plastic packet containing screws that had come from the packaging. I asked him where those screws were supposed to be used. He explained that, according to the instructions, they were intended to be ******* into the top. However, when I examined the instruction sheet myself, it was clearly stated that the screws were for mounting purposes. This raised serious concerns about whether the team understood the assembly instructions and whether the item had been assembled correctly and safely. Despite my concerns, the item was ultimately left unstable, with a piece of cardboard placed underneath it. When I requested that they correct the problem, they attributed the instability to my floor being uneven. Given the inconsistencies and lack of confidence demonstrated throughout the assembly process, I had little reason to feel reassured by this explanation. I was left questioning the quality of the work performed and whether the item had been assembled according to the manufacturer's instructions. 5. Unacceptable Attitude and Lack of Customer Service Throughout the second delivery and assembly process, I found the one of the guy’s attitude particularly concerning. He raised his voice and spoke to me in a confrontational manner, creating an unnecessarily hostile atmosphere in my own home. I did not appreciate his tone or the way he responded when I raised legitimate concerns about the assembly and the condition in which the item was being left. A customer should be able to ask questions and raise concerns without being spoken to aggressively or made to feel intimidated. His conduct suggested a lack of appropriate customer service skills and an inability to handle customer concerns professionally. At the end of the process, he asked me to sign the delivery paperwork, which I did. However, I also recorded a note indicating that UFO needed to address his work ethic. Immediately after I signed, he grabbed the paper from my hand. His reaction appeared angry and further reinforced my concerns about his professionalism and conduct. I consider this behaviour unacceptable. 6. Unexplained Photography and Video Recording Inside My Property Just when I thought the ordeal was over, another member of the delivery team, who had been outside, entered my home and began taking photographs and videos of my furniture, walls, and surrounding areas. When I asked about this, he explained that the recordings were only related to the item that had been delivered. However, he did not show me the photographs or videos he was taking, nor was I given a clear explanation of what was being recorded, why it was necessary, or how the footage would be used. I found this practice unprofessional and unsettling. While I understand that photographs may sometimes be required for delivery documentation, I believe customers should be informed clearly about the purpose and scope of any recording taking place inside their homes. The lack of transparency added to an already stressful experience. 7. Impact on My Overall Customer Experience What should have been a positive experience following a purchase turned into an unnecessarily stressful and frustrating ordeal. My initial experience with the Marlboro store was positive, and I made my purchase with the expectation that the delivery and assembly service would reflect the same level of professionalism. Unfortunately, the delivery experience was completely at odds with that expectation. The first delivery attempt disrupted my family's plans because the agreed delivery time was not honoured and no timely communication was provided. The second attempt involved further inconsistencies, disregard for my property, questionable assembly practices, an unacceptable attitude, and a lack of transparency regarding photographs and videos taken inside my home. I should not have had to repeatedly follow up on a confirmed delivery, supervise the delivery personnel to protect my own property, question whether my item was being assembled correctly, or endure confrontational behaviour when raising reasonable concerns. These are not minor inconveniences. They reflect serious shortcomings in communication, customer service, professionalism, and the quality of the delivery and assembly process.
1 reviews | Active since Oct 2026
The store experience was good; however, the delivery service needs major changes.
I was dissatisfied with the delivery and assembly service I received following my purchase from UFO. While my experience with the in-store sales team from Marlboro was very positive, the delivery process was extremely disappointing, stressful, and far below the standard of service I would expect from the store. My unhappiness relates to two separate delivery attempts and, in particular, the poor communication, unprofessional conduct, disregard for my property, and questionable quality of the assembly service. 1. First Delivery Attempt: Failure to Deliver as Agreed At the time of purchase, the salesperson assured me that my item would be delivered on Saturday between 08:00 and 11:00. He further undertook to confirm the arrangement with the delivery team on Saturday morning. On Saturday morning, we spoke as agreed, and he informed me that he had contacted the driver, who had confirmed that he would arrive at approximately 10:30. Based on this confirmation, we remained at home and waited beyond the agreed time, allowing for a reasonable delay. At approximately 11:15, when the delivery had still not arrived and failed to call for an update, I called the number provided for the driver to establish his whereabouts. To my surprise, he informed me that he had not been told about my morning delivery arrangement and that, as a driver, he was not responsible for knowing such details. His response and manner of communication were unprofessional and dismissive. I explained that we needed to leave home by 12:00. However, at approximately 13:30, he called to inform me that he was coming from Sebokeng and asked whether we were still at home. By that time, we had already left. This experience raised serious concerns about the communication and coordination between the store and the delivery team. If a delivery had been confirmed, why was I expected to chase it? If there was a delay or a change in arrangements, why was I not informed in advance so that I could plan accordingly? The failure to deliver as agreed disrupted my family's activities for the day and resulted in unnecessary inconvenience and frustration. 2. Second Delivery Attempt: Poor Communication and Unprofessional Conduct During the following week, I arranged for the delivery to take place again on Thursday. On this occasion, I appreciated that the driver called me in the morning to inform me that he was on his way to my address. However, the interaction quickly became problematic. The driver asked me to send him my location. While I appreciate that directions may sometimes be necessary, I would reasonably expect delivery personnel to be familiar with using GPS navigation, particularly when delivering to an address within a city. He also asked about access to the property, and I informed him that I would make the necessary arrangements. A few minutes later, I called to check whether everything was all right. He told me that he had just left. Later, however, he called and insisted that he was already at the gate but could not gain access. We contacted security to establish whether there was a problem, only to be informed that the driver was not at the gate. I called him again and told him that he was not there. While speaking to him on the phone, I could see through the access monitoring system that he had only just arrived at the gate. This inconsistency was unnecessary and caused further stress. I found it concerning that the driver insisted he was at the gate when the available evidence indicated otherwise. Such communication undermines trust and reflects poorly on the professionalism of the delivery service. 3. Disregard for My Property and Instructions During Assembly Once the delivery team entered my home, I requested that they assemble the item outside on the patio to avoid scratching or damaging my furniture and flooring. Unfortunately, my instructions were ignored, and the team proceeded as they saw fit. One of the delivery personnel placed his toolbox directly on my clean, freshly washed carpet. I had to physically move a small item and relocate the toolbox myself to protect my carpet, flooring, and white curtains from potential damage. There was no apology or acknowledgement of the inconvenience caused. I found this behaviour particularly disappointing. As a customer, I expect delivery personnel working inside my home to treat my property with care and respect and to listen when reasonable instructions are given to prevent damage. 4. Concerns About the Quality of Assembly As the assembly progressed, it became increasingly apparent that the delivery team was unfamiliar with how to assemble the item properly. They appeared to be experimenting with the components rather than following the instructions confidently. The item was visibly unstable and wobbly, yet the team appeared ready to leave it in that condition. I had to point out that the item was not stable and could not reasonably be left as it was. One of the guys adjusted the top slightly while holding a plastic packet containing screws that had come from the packaging. I asked him where those screws were supposed to be used. He explained that, according to the instructions, they were intended to be ******* into the top. However, when I examined the instruction sheet myself, it was clearly stated that the screws were for mounting purposes. This raised serious concerns about whether the team understood the assembly instructions and whether the item had been assembled correctly and safely. Despite my concerns, the item was ultimately left unstable, with a piece of cardboard placed underneath it. When I requested that they correct the problem, they attributed the instability to my floor being uneven. Given the inconsistencies and lack of confidence demonstrated throughout the assembly process, I had little reason to feel reassured by this explanation. I was left questioning the quality of the work performed and whether the item had been assembled according to the manufacturer's instructions. 5. Unacceptable Attitude and Lack of Customer Service Throughout the second delivery and assembly process, I found the one of the guy’s attitude particularly concerning. He raised his voice and spoke to me in a confrontational manner, creating an unnecessarily hostile atmosphere in my own home. I did not appreciate his tone or the way he responded when I raised legitimate concerns about the assembly and the condition in which the item was being left. A customer should be able to ask questions and raise concerns without being spoken to aggressively or made to feel intimidated. His conduct suggested a lack of appropriate customer service skills and an inability to handle customer concerns professionally. At the end of the process, he asked me to sign the delivery paperwork, which I did. However, I also recorded a note indicating that UFO needed to address his work ethic. Immediately after I signed, he grabbed the paper from my hand. His reaction appeared angry and further reinforced my concerns about his professionalism and conduct. I consider this behaviour unacceptable. 6. Unexplained Photography and Video Recording Inside My Property Just when I thought the ordeal was over, another member of the delivery team, who had been outside, entered my home and began taking photographs and videos of my furniture, walls, and surrounding areas. When I asked about this, he explained that the recordings were only related to the item that had been delivered. However, he did not show me the photographs or videos he was taking, nor was I given a clear explanation of what was being recorded, why it was necessary, or how the footage would be used. I found this practice unprofessional and unsettling. While I understand that photographs may sometimes be required for delivery documentation, I believe customers should be informed clearly about the purpose and scope of any recording taking place inside their homes. The lack of transparency added to an already stressful experience. 7. Impact on My Overall Customer Experience What should have been a positive experience following a purchase turned into an unnecessarily stressful and frustrating ordeal. My initial experience with the Marlboro store was positive, and I made my purchase with the expectation that the delivery and assembly service would reflect the same level of professionalism. Unfortunately, the delivery experience was completely at odds with that expectation. The first delivery attempt disrupted my family's plans because the agreed delivery time was not honoured and no timely communication was provided. The second attempt involved further inconsistencies, disregard for my property, questionable assembly practices, an unacceptable attitude, and a lack of transparency regarding photographs and videos taken inside my home. I should not have had to repeatedly follow up on a confirmed delivery, supervise the delivery personnel to protect my own property, question whether my item was being assembled correctly, or endure confrontational behaviour when raising reasonable concerns. These are not minor inconveniences. They reflect serious shortcomings in communication, customer service, professionalism, and the quality of the delivery and assembly process.
1 reviews | Active since Aug 2011
Bad quality product
I bought couches in November last year.2 months ago,a 2 seater couch leg broke and o realised that a very low quality pin materials we use. I tried to contact them in their web but they did not come back to me.***
1 reviews | Active since Aug 2011
Bad quality product
I bought couches in November last year.2 months ago,a 2 seater couch leg broke and o realised that a very low quality pin materials we use. I tried to contact them in their web but they did not come back to me.***
1 reviews | Active since Nov 2025
Disappointed quality-not genuine leather as expected
Bought chairs I believed to be genuine leather turns out they are not Genuine Leather. Dis-coloring, factory writings on chairs plus sagging. Disappointed quality-not genuine leather as expected
1 reviews | Active since Nov 2025
Disappointed quality-not genuine leather as expected
Bought chairs I believed to be genuine leather turns out they are not Genuine Leather. Dis-coloring, factory writings on chairs plus sagging. Disappointed quality-not genuine leather as expected
1 reviews | Active since Jan 2025
Joo buy at your own risk totally waste of money and time.
This store is Expensive but one get Poor Quality. I purchased a bed in January 2025, and although it was claimed that "The luxurious pillow top creates a cloud like sleep experience," it is so hard that I have been experiencing back pain within a week. When I complained over the phone within seven days, I was informed that I couldn't return the bed for hygienic reasons, such as a soiled underwear. I contacted and mentioned that I had 14 days to return the items, and I was still inside that time frame. The terms and conditions also don't say that the bed isn't returnable. They have asked for evidence that the bed is undamaged. The supplier stated I had to pop out more and take more expensive than the one I purchased, and the regional manager rejected the bed exchange, they cited. Since one would prefer to select a different bed brand, there is essentially no exchange or refund. Fast forward I had since then top up and exchanged new bed for poor workmanship. Now I am sleeping on a R15 000 sagging and noisy bed.
1 reviews | Active since Jan 2025
Joo buy at your own risk totally waste of money and time.
This store is Expensive but one get Poor Quality. I purchased a bed in January 2025, and although it was claimed that "The luxurious pillow top creates a cloud like sleep experience," it is so hard that I have been experiencing back pain within a week. When I complained over the phone within seven days, I was informed that I couldn't return the bed for hygienic reasons, such as a soiled underwear. I contacted and mentioned that I had 14 days to return the items, and I was still inside that time frame. The terms and conditions also don't say that the bed isn't returnable. They have asked for evidence that the bed is undamaged. The supplier stated I had to pop out more and take more expensive than the one I purchased, and the regional manager rejected the bed exchange, they cited. Since one would prefer to select a different bed brand, there is essentially no exchange or refund. Fast forward I had since then top up and exchanged new bed for poor workmanship. Now I am sleeping on a R15 000 sagging and noisy bed.
1 reviews | Active since Jan 2011
UFO Poor Workmanship
I wrote to formally lodge a complaint regarding a Daybed in Light Grey PU Fabric that I purchased from their store on 30 November 2024 for R21,850.00. I have taken great care of this furniture and have followed the manufacturer's care instructions at all times. The daybed has only been cleaned with clean water, exactly as recommended. Despite this, the PU fabric has started cracking in several areas, while other sections remain completely intact. This indicates that the damage is not the result of misuse or improper cleaning, but rather appears to be a defect in the material or its manufacture. Considering the purchase price of R21,850.00 and the relatively short period of ownership, I find this deterioration unacceptable. I expected a product of this quality and cost to remain in good condition for many years under normal household use. I therefore requested that UFO Furnishers investigate this matter and provide an appropriate remedy, whether by repairing, replacing, or otherwise resolving the issue in accordance with the applicable consumer protection laws. They Never Rep****
1 reviews | Active since Jan 2011
UFO Poor Workmanship
I wrote to formally lodge a complaint regarding a Daybed in Light Grey PU Fabric that I purchased from their store on 30 November 2024 for R21,850.00. I have taken great care of this furniture and have followed the manufacturer's care instructions at all times. The daybed has only been cleaned with clean water, exactly as recommended. Despite this, the PU fabric has started cracking in several areas, while other sections remain completely intact. This indicates that the damage is not the result of misuse or improper cleaning, but rather appears to be a defect in the material or its manufacture. Considering the purchase price of R21,850.00 and the relatively short period of ownership, I find this deterioration unacceptable. I expected a product of this quality and cost to remain in good condition for many years under normal household use. I therefore requested that UFO Furnishers investigate this matter and provide an appropriate remedy, whether by repairing, replacing, or otherwise resolving the issue in accordance with the applicable consumer protection laws. They Never Rep****