CB
Cindy B
1 reviews | Active since Jul 2025
24 Jul 2025, 13:58
Pathetic service
I booked in a defy washing machine almost two months ago that was purchased at Russell's store in Amanzimtoti.I have been speaking to Marcus and Nomusa from Russells keep telling me the part is being ordered. Don't even let me start with Mastercare little did I know my guarantee now sits with this company, they have given me a time frame of 3 to 5 workdays it's been way past that time. I called multiple times speaking to Daphne, Cookie and now Purdy everyone says they will get to me nobody ever does. I am highly frustrated paying for guarantee only to be with no washing machine for almost two years it's so easy to take installments yet when it comes to maintaining the appliance it's impossible to do.
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Replies (2)
MasterCare South Africa's replyOfficial
28 Jul 2025, 08:23Good day Cindy,
Thank you for bringing this to our attention.
Thank you for bringing this to our attention.
We sincerely apologise for the frustration and inconvenience you’ve experienced. Your concerns have been escalated to the relevant departments for urgent resolution, and we fully acknowledge the delays you've highlighted.
Please expect a call from a member of our Customer Experience Team shortly — we would like the opportunity to discuss your complaint directly and work towards a resolution that reflects the service standards you rightly expect.
We appreciate your patience and the opportunity to make this right.
Best Regards
The MasterCare Service Team
Best Regards
The MasterCare Service Team
MasterCare South Africa's reply28 Jul 2025, 08:23
Official
Good day Cindy,
Thank you for bringing this to our attention.
Thank you for bringing this to our attention.
We sincerely apologise for the frustration and inconvenience you’ve experienced. Your concerns have been escalated to the relevant departments for urgent resolution, and we fully acknowledge the delays you've highlighted.
Please expect a call from a member of our Customer Experience Team shortly — we would like the opportunity to discuss your complaint directly and work towards a resolution that reflects the service standards you rightly expect.
We appreciate your patience and the opportunity to make this right.
Best Regards
The MasterCare Service Team
Best Regards
The MasterCare Service Team
CB
Cindy B's updateReviewer Update
30 Jul 2025, 17:39Good day
A lady by the name of Pearl had contacted me soon after I complained, promising to get the part and replace it by today 30/07/2025.As usual I didn't get any reply as to the delay I took it upon myself to call and get the run around yet again highly frustrated. Pearl now changed the story to say there's a third party involved and so on which is not my problem. All I need is my washing machine to be fixed or better yet replaced as they clearly don't seem to be able to sort it out. I advise anyone dealing with this company to be very careful as they are not professional and have no customer ethics.
A lady by the name of Pearl had contacted me soon after I complained, promising to get the part and replace it by today 30/07/2025.As usual I didn't get any reply as to the delay I took it upon myself to call and get the run around yet again highly frustrated. Pearl now changed the story to say there's a third party involved and so on which is not my problem. All I need is my washing machine to be fixed or better yet replaced as they clearly don't seem to be able to sort it out. I advise anyone dealing with this company to be very careful as they are not professional and have no customer ethics.
CB
Cindy B's update30 Jul 2025, 17:39
Reviewer Update
Good day
A lady by the name of Pearl had contacted me soon after I complained, promising to get the part and replace it by today 30/07/2025.As usual I didn't get any reply as to the delay I took it upon myself to call and get the run around yet again highly frustrated. Pearl now changed the story to say there's a third party involved and so on which is not my problem. All I need is my washing machine to be fixed or better yet replaced as they clearly don't seem to be able to sort it out. I advise anyone dealing with this company to be very careful as they are not professional and have no customer ethics.
A lady by the name of Pearl had contacted me soon after I complained, promising to get the part and replace it by today 30/07/2025.As usual I didn't get any reply as to the delay I took it upon myself to call and get the run around yet again highly frustrated. Pearl now changed the story to say there's a third party involved and so on which is not my problem. All I need is my washing machine to be fixed or better yet replaced as they clearly don't seem to be able to sort it out. I advise anyone dealing with this company to be very careful as they are not professional and have no customer ethics.