MasterCare South Africa
Scores reflect the Overall AI Score for each category
Based on recent customer reviews, MasterCare South Africa shows a deeply polarised service experience. Loyal long-term customers praise specific technicians and branch teams for fast, professional appliance repairs, while a substantial group reports prolonged repair delays, parts unavailability, ignored cancellation requests, and unauthorised debit orders. Communication breakdowns and accountability gaps dominate negative feedback, undermining the strong technical work delivered by individual field staff.
TrustIndex
5
NPS Score
-16
Recommended: Unlikely
Sep '25 - Aug '26
Based on recent customer reviews, MasterCare South Africa shows a deeply polarised service experience. Loyal long-term customers praise specific technicians and branch teams for fast, professional appliance repairs, while a substantial group reports prolonged repair delays, parts unavailability, ignored cancellation requests, and unauthorised debit orders. Communication breakdowns and accountability gaps dominate negative feedback, undermining the strong technical work delivered by individual field staff.
MasterCare South Africa's biggest strength, according to Hellopeter's AI analysis, is Staff & In-Store Experience. Customers repeatedly name specific technicians like Albert, Martin, Mpho, Bravido, Sonnyboy, Absalom and Bruce Rabie for professional, knowledgeable and respectful service. Branch teams in Centurion, Cape Town and Durban earn consistent praise for politeness and skilled workmanship on appliance repairs.
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 Dec 2016
I have been a MasterCare Appliance (SA) subscriber for at about three decades, I certainly signed up in the mid 1990’s. I make monthly payments every month via a direct EFT from my bank. And I am not a serial claimer; I only call when something stops working. Over the years I have made the occasional claim, but nothing crazy. I had a repair done to our tumble dryer in December of last year, it was apparently a loose wire, but to get that done, I had promises of visits by a technician who failed to arrive and to get MasterCare to respond is very difficult. Their claims on the website do not in any way match up to their service delivery. When they have done repairs in the past, they seem to take an inordinate amount of time, which is not what I expect from a maintenance contract, which is what I assume it is. Anyhow, I sent an email to the company reporting the Tumble Dryer issue, got no response. Went online and sent a message via their message system, and I get no response. I sent a message via their WhatsApp system and finally got a response. But, they try and call once and then send a message saying they can’t get hold of me! I responded with a complaint which indicated that to try and call me once and not get an answer is not acceptable, when they called, I was on another call. I then got a message asking if they could call now, and I indicated they could and spoke with a call centre person. But the call centre person at the other end of the line was incapable of dealing with my issue, which is not complex. I also had previously looked at the website, which recognized me as a customer and showed a list of appliances which were covered. According to the website, when I went on it, and indicated that I needed my tumble dryer looked at, there was a note saying that they only allow one repair per year, which I find patently ridiculous. Can one imagine having car or household insurance indicating that they have decided that one can only claim once a year? I think it is time that the public understood just exactly what level of service they are getting. As a client of theirs since the 1990’s, I have now reached the point where cancelling this ludicrous subscription and I hope that the CEO/MD is reading this. I think it is time that we, as members of the public, get the level of service which is what we expect.
1 reviews | Active since Dec 2016
I have been a MasterCare Appliance (SA) subscriber for at about three decades, I certainly signed up in the mid 1990’s. I make monthly payments every month via a direct EFT from my bank. And I am not a serial claimer; I only call when something stops working. Over the years I have made the occasional claim, but nothing crazy. I had a repair done to our tumble dryer in December of last year, it was apparently a loose wire, but to get that done, I had promises of visits by a technician who failed to arrive and to get MasterCare to respond is very difficult. Their claims on the website do not in any way match up to their service delivery. When they have done repairs in the past, they seem to take an inordinate amount of time, which is not what I expect from a maintenance contract, which is what I assume it is. Anyhow, I sent an email to the company reporting the Tumble Dryer issue, got no response. Went online and sent a message via their message system, and I get no response. I sent a message via their WhatsApp system and finally got a response. But, they try and call once and then send a message saying they can’t get hold of me! I responded with a complaint which indicated that to try and call me once and not get an answer is not acceptable, when they called, I was on another call. I then got a message asking if they could call now, and I indicated they could and spoke with a call centre person. But the call centre person at the other end of the line was incapable of dealing with my issue, which is not complex. I also had previously looked at the website, which recognized me as a customer and showed a list of appliances which were covered. According to the website, when I went on it, and indicated that I needed my tumble dryer looked at, there was a note saying that they only allow one repair per year, which I find patently ridiculous. Can one imagine having car or household insurance indicating that they have decided that one can only claim once a year? I think it is time that the public understood just exactly what level of service they are getting. As a client of theirs since the 1990’s, I have now reached the point where cancelling this ludicrous subscription and I hope that the CEO/MD is reading this. I think it is time that we, as members of the public, get the level of service which is what we expect.
1 reviews | Active since Feb 2026
Master Durban gives you excellent service. The technicians are professional and very respectful. The problem is always resolved. I would recommend Mastercare anytime to my family and friends.
1 reviews | Active since Feb 2026
Master Durban gives you excellent service. The technicians are professional and very respectful. The problem is always resolved. I would recommend Mastercare anytime to my family and friends.
1 reviews | Active since Nov 2017
I logged a call for my friedge to be repaired almost a month ago. I had to make follow up yesterday on the status of the repair and was informed a technician will be dispatched today. It’s COB now and no technician has been dispatched even though I spent the whole day waiting without any updates from the company. This level of service is unacceptable as this is the second time I’m dealing with a similar issue. Clearly Mastercare does not take its clients seriously.
1 reviews | Active since Nov 2017
I logged a call for my friedge to be repaired almost a month ago. I had to make follow up yesterday on the status of the repair and was informed a technician will be dispatched today. It’s COB now and no technician has been dispatched even though I spent the whole day waiting without any updates from the company. This level of service is unacceptable as this is the second time I’m dealing with a similar issue. Clearly Mastercare does not take its clients seriously.
1 reviews | Active since Apr 2026
🌟⭐️⭐️⭐️⭐️ Exceptional Customer Service from Mastercare! I’m genuinely impressed with the customer service from Mastercare. From the very first interaction, the team was friendly, professional, and incredibly responsive. They took the time to listen, provided clear and helpful answers, and went above and beyond to make sure everything was handled smoothly. What really stood out was their efficiency and genuine care—no generic responses, just real support from people who clearly value their customers. It’s refreshing to experience service that’s this attentive and reliable. If outstanding customer service matters to you, Mastercare truly sets the standard. I would happily recommend them and will definitely use their services again.
1 reviews | Active since Apr 2026
🌟⭐️⭐️⭐️⭐️ Exceptional Customer Service from Mastercare! I’m genuinely impressed with the customer service from Mastercare. From the very first interaction, the team was friendly, professional, and incredibly responsive. They took the time to listen, provided clear and helpful answers, and went above and beyond to make sure everything was handled smoothly. What really stood out was their efficiency and genuine care—no generic responses, just real support from people who clearly value their customers. It’s refreshing to experience service that’s this attentive and reliable. If outstanding customer service matters to you, Mastercare truly sets the standard. I would happily recommend them and will definitely use their services again.
The most common complaint about MasterCare South Africa, based on Hellopeter's AI analysis of recent customer reviews, is Returns, Warranty & Repairs. Repeat repair failures, parts unavailability for older appliances, refurbished components that fail within days, and quoted repair costs exceeding new-appliance prices undermine the warranty proposition. Customers report appliances returning damaged or unrepaired, with refunds and policy cancellations routinely ignored.
MasterCare South Africa has a TrustIndex of 5 out of 10 on Hellopeter, based on 103 reviews in the last 12 months. They reply to 96% of negative reviews, typically within 78 hours 10 min. Hellopeter has tracked MasterCare South Africa across 917 total reviews. How is the TrustIndex calculated? →
