Scores reflect the Overall AI Score for each category
Based on recent customer reviews, MasterCare South Africa presents a sharply divided picture. When a technician is dispatched quickly, customers describe fast, professional on site repairs and thank individual technicians by name. A recurring theme, however, is repairs dragging on for months, jobs closed while appliances remain faulty, and cancellation requests ignored while debit orders continue. Communication and accountability are the clearest weak points.
Top Strengths:
- •Staff & In-Store Experience: Named technicians including Albert, Martin Majavie, Absalom, Bravido and Mpho draw consistent praise for punctuality, respectfulness and clear explanations. Branch teams in Centurion, Durban and Cape Town are singled out, although sales staff and some team leaders undermine that goodwill.
TrustIndex
4.7
NPS Score
-19
Recommended: Unlikely
Nov '25 - Oct '26
Frequently Asked Questions About MasterCare South Africa
What do customers say about MasterCare South Africa?
Based on recent customer reviews, MasterCare South Africa presents a sharply divided picture. When a technician is dispatched quickly, customers describe fast, professional on site repairs and thank individual technicians by name. A recurring theme, however, is repairs dragging on for months, jobs closed while appliances remain faulty, and cancellation requests ignored while debit orders continue. Communication and accountability are the clearest weak points.
What is MasterCare South Africa's biggest strength?
MasterCare South Africa's biggest strength, according to Hellopeter's AI analysis, is Staff & In-Store Experience. Named technicians including Albert, Martin Majavie, Absalom, Bravido and Mpho draw consistent praise for punctuality, respectfulness and clear explanations. Branch teams in Centurion, Durban and Cape Town are singled out, although sales staff and some team leaders undermine that goodwill.
What are the most common complaints about MasterCare South Africa?
The most common complaint about MasterCare South Africa, based on Hellopeter's AI analysis of recent customer reviews, is Product Quality & Performance. Successful repairs leave appliances working perfectly, but a recurring theme is washing machines, fridges and dishwashers failing again days after paid part replacements, refurbished or incorrectly sized parts being fitted, and units returned dented or cracked.
Is MasterCare South Africa trustworthy?
MasterCare South Africa has a TrustIndex of 4.7 out of 10 on Hellopeter, based on 107 reviews in the last 12 months. They reply to 75% of negative reviews, typically within 163 hours 4 min. Hellopeter has tracked MasterCare South Africa across 937 total reviews. How is the TrustIndex calculated? →
Recent reviews (107)
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 Jul 2021
I reported my oven problem on the 4 Sep 2026 and Mastercare appliance repairs has not fixed my ov...
I reported my oven problem on the 4 Sep 2026 and Mastercare appliance repairs has not fixed my oven and have been a member since 2003, promises made and not kept
1 reviews | Active since Jul 2021
I reported my oven problem on the 4 Sep 2026 and Mastercare appliance repairs has not fixed my ov...
I reported my oven problem on the 4 Sep 2026 and Mastercare appliance repairs has not fixed my oven and have been a member since 2003, promises made and not kept
1 reviews | Active since May 2012
Its a ****
I seen their advert on Facebook andade contact, when I took out the contract, the sales lady asked me to send pictures of the appliances and serial numbers. That seemed fair. In the past year, my DEFY stove door would not close properly and we assumed it was the rubber seal faulty. The technician came out, checked and found that the door hinges and stove door rubber was faulty, parts were put on order. 3 weeks later I get a call that the parts can not be sourced as they stove is outdated. I accepted that. 2 months down the line, my SAMSUNG fridge stopped cooling, again the same technician came out and it was found that it needed re-gassing. I asked him why the water function was reduced and he checked and said the water pump seems faulty. 6 months of coming and going and thumb sucking, we find the water filter needed replacement, which was never to this day done. Now my RUSSELL HOBBS dishwasher stopped washing, and low and behold, its the pump, same excuse like the other 2 appliances, spares can not be sourced, its discontinued. I accepted that the appliance have had a good run but it doesn't make sense to continue paying for these items as we know the excuse that will follow should it stop working completely. I contact them to cancel, obviously I dont want to pay for something that is considered "Junk" The please cancel goes ignored, just like the requests for updates on status of parts do. The technicality is now that they did not receive an *** canceling the contract. Their contract should ask for the age of the appliances before they decide to offer cover. The contract does not state anything of that nature. I would love to know if anyone that complained experienced the same outcome? It is a well thought of ****. Same excuses all the time, they dont realize that they gave me the same story 3 times this year on 3 of 5 items covered by them. They can not take simple instructions like cancel!!!!
1 reviews | Active since May 2012
Its a ****
I seen their advert on Facebook andade contact, when I took out the contract, the sales lady asked me to send pictures of the appliances and serial numbers. That seemed fair. In the past year, my DEFY stove door would not close properly and we assumed it was the rubber seal faulty. The technician came out, checked and found that the door hinges and stove door rubber was faulty, parts were put on order. 3 weeks later I get a call that the parts can not be sourced as they stove is outdated. I accepted that. 2 months down the line, my SAMSUNG fridge stopped cooling, again the same technician came out and it was found that it needed re-gassing. I asked him why the water function was reduced and he checked and said the water pump seems faulty. 6 months of coming and going and thumb sucking, we find the water filter needed replacement, which was never to this day done. Now my RUSSELL HOBBS dishwasher stopped washing, and low and behold, its the pump, same excuse like the other 2 appliances, spares can not be sourced, its discontinued. I accepted that the appliance have had a good run but it doesn't make sense to continue paying for these items as we know the excuse that will follow should it stop working completely. I contact them to cancel, obviously I dont want to pay for something that is considered "Junk" The please cancel goes ignored, just like the requests for updates on status of parts do. The technicality is now that they did not receive an *** canceling the contract. Their contract should ask for the age of the appliances before they decide to offer cover. The contract does not state anything of that nature. I would love to know if anyone that complained experienced the same outcome? It is a well thought of ****. Same excuses all the time, they dont realize that they gave me the same story 3 times this year on 3 of 5 items covered by them. They can not take simple instructions like cancel!!!!
1 reviews | Active since Mar 2015
Pathetic service - cannot do what they say they can.
Very disappointing. Called out for a fridge (faulty door hinge)..... Nope, sorry, can't help. Can't get parts on older models. Called out for Samsung TV (faulty sound)..... Says it's fixed and returns it. Still gives the same problem. Call them again. They pick up again. Nope, sorry, can't get the parts - speaker replacement. Not actually sure what I'm paying for if nothing can be repaired? Then I'm told that the only replace with original parts and not generic parts. Nowhere in their advertising, their emails to me, their website or policy document does it show that they only replace with original parts? Convenient excuse? I just want my appliance working! Will be cancelling this policy. Pathetic!
1 reviews | Active since Mar 2015
Pathetic service - cannot do what they say they can.
Very disappointing. Called out for a fridge (faulty door hinge)..... Nope, sorry, can't help. Can't get parts on older models. Called out for Samsung TV (faulty sound)..... Says it's fixed and returns it. Still gives the same problem. Call them again. They pick up again. Nope, sorry, can't get the parts - speaker replacement. Not actually sure what I'm paying for if nothing can be repaired? Then I'm told that the only replace with original parts and not generic parts. Nowhere in their advertising, their emails to me, their website or policy document does it show that they only replace with original parts? Convenient excuse? I just want my appliance working! Will be cancelling this policy. Pathetic!
1 reviews | Active since Feb 2021
Mastercare South Africa - Cape Town branch
Great professional service by Mastercare Cape Town! Martyn and Lluwellyn was on it, providing feedback from the word go. Making appointments in convenient timeslots for our family, updates on parts ordered and what the problems were that required attention. Repairs done professionally by technicians with good advice on appliance care. Thank you so happy I signed up with Mastercare and will definitely refer family and friends! Leillani Geduld
1 reviews | Active since Feb 2021
Mastercare South Africa - Cape Town branch
Great professional service by Mastercare Cape Town! Martyn and Lluwellyn was on it, providing feedback from the word go. Making appointments in convenient timeslots for our family, updates on parts ordered and what the problems were that required attention. Repairs done professionally by technicians with good advice on appliance care. Thank you so happy I signed up with Mastercare and will definitely refer family and friends! Leillani Geduld
1 reviews | Active since May 2017
BAD BAD BAD COSTUMER SERVICE!!
To say I'm fed up with them is an understatement! Going through the reviews, I notice I'm not the only one experiencing the same problem. Now and then I get a sms saying that my subscription is in arrears?? My debit order is supposed to go off every single month, on the same date. There is more than enough money in my account to service that. So, why does it go into arrears?? Trying to phone them is a lost case. It's like trying to get customer service from someone on the moon.... The phone number (on the website) keeps on ringing and then: "the person you are trying to call is unavailable". Going onto the website and leaving a request for someone to contact me is also in vain. NO RESPONSE. After trying to contact them too many times without success I received a letter from the attorney with regards to being in arrears for 3 months (where they could just have taken my premium via debit order?!?). I would not recommend this company EVER and would like to cancel my subscription if I can get hold of them - but I guess the chance of me going to the moon is more likely than that ever happening!!! :-((
1 reviews | Active since May 2017
BAD BAD BAD COSTUMER SERVICE!!
To say I'm fed up with them is an understatement! Going through the reviews, I notice I'm not the only one experiencing the same problem. Now and then I get a sms saying that my subscription is in arrears?? My debit order is supposed to go off every single month, on the same date. There is more than enough money in my account to service that. So, why does it go into arrears?? Trying to phone them is a lost case. It's like trying to get customer service from someone on the moon.... The phone number (on the website) keeps on ringing and then: "the person you are trying to call is unavailable". Going onto the website and leaving a request for someone to contact me is also in vain. NO RESPONSE. After trying to contact them too many times without success I received a letter from the attorney with regards to being in arrears for 3 months (where they could just have taken my premium via debit order?!?). I would not recommend this company EVER and would like to cancel my subscription if I can get hold of them - but I guess the chance of me going to the moon is more likely than that ever happening!!! :-((