KARCHER
Verified Business
|2.8|13 Reviews (last 12 months)|Responds in 67h 45m
KARCHER
Verified Business
|2.8
13 Reviews (last 12 months)
Responds in 67h 45m
AI Review Summary
Based on recent customer reviews, Karcher receives polarised feedback from South African customers. A recurring theme on the positive side is the standout customer care from named staff members, particularly Wendy in the support team, who is frequently praised for turning negative experiences into positive resolutions. Branch staff at Boksburg and Westmead also receive commendation for hands on assistance and repair guidance. On the negative side, customers consistently raise concerns about product durability, with vacuum cleaners, hoses, and pressure washers reportedly failing within a year, alongside frustration around warranty coverage and refund delays.
Performance(last 12 months):
Trustindex Rating
4.8Ranked In Retail
#35Reply Time
67h 45mNPS Score
28Likely
Replied to 100% of negative reviews
Reply time on negative reviews: 120h 19m
TrustIndex
4.8
Ranking
#35
in Retail
Reply Time
67h 45m
NPS Score
28
Recommended: Likely
Replied to 100% of negative reviews
Reply time on negative reviews: 120h 19m
Review Distribution
2.8|13 Reviews
Sep '25 - Aug '26
Recent reviews (13)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceFS
Francois S
1 reviews | Active since Jan 2021
9 May 2026, 19:22
Complaint regarding Karcher DVAC 1500 Product Quality and Service
I am writing to formally express my dissatisfaction and disappointment regarding both the quality of the Karcher DVAC 1500 vacuum cleaner as well as the manner in which this matter has been handled. I purchased the vacuum cleaner from Builders Warehouse on 18 March 2026 with the expectation that I was investing in a reliable and reputable product. Unfortunately, after only three weeks of normal household use, the machine stopped functioning completely. Considering the reputation associated with the Karcher brand, this failure within such a short period is entirely unacceptable. I returned the unit to Builders Warehouse on 14 April 2026 in the hope that the matter would be resolved efficiently. Instead, I was informed that the store only offers a 7-day return policy and that the machine would need to be sent to Karcher for repairs. What followed thereafter was equally disappointing. When I followed up on 24 April 2026, I was informed that the vacuum cleaner had still not been sent to Karcher for repairs, despite already being in the possession of Builders Warehouse for more than a week. I was then required to make several additional follow-ups before eventually receiving the machine back on 7 May 2026. However, the frustration did not end there. Upon opening the packaging and testing the machine on 9 May 2026, I discovered that essential components were missing, including the suction hose, one suction pipe, and the dust bag. It is extremely concerning that a repaired product could be returned to a customer in such an incomplete and careless condition. This entire experience has left me deeply disappointed in the Karcher brand. Over time, we intentionally started purchasing Karcher products for our household equipment needs, including vacuum cleaners and pressure washers, because we trusted the brand’s reputation for quality and reliability. Unfortunately, this experience has seriously damaged that confidence. To summarise, the product failed after only three weeks of use, the repair process took an additional three weeks, communication and service were poor throughout, and the machine was ultimately returned incomplete. As a customer, it is extremely frustrating to now face the possibility of waiting even longer for the missing parts to be supp****. I sincerely hope that this matter will receive urgent attention and that an appropriate resolution will be provided without any further delays.
Helpful (0)
|Replies (2)FS
Francois S
1 reviews | Active since Jan 2021
9 May 2026, 19:22
Complaint regarding Karcher DVAC 1500 Product Quality and Service
I am writing to formally express my dissatisfaction and disappointment regarding both the quality of the Karcher DVAC 1500 vacuum cleaner as well as the manner in which this matter has been handled. I purchased the vacuum cleaner from Builders Warehouse on 18 March 2026 with the expectation that I was investing in a reliable and reputable product. Unfortunately, after only three weeks of normal household use, the machine stopped functioning completely. Considering the reputation associated with the Karcher brand, this failure within such a short period is entirely unacceptable. I returned the unit to Builders Warehouse on 14 April 2026 in the hope that the matter would be resolved efficiently. Instead, I was informed that the store only offers a 7-day return policy and that the machine would need to be sent to Karcher for repairs. What followed thereafter was equally disappointing. When I followed up on 24 April 2026, I was informed that the vacuum cleaner had still not been sent to Karcher for repairs, despite already being in the possession of Builders Warehouse for more than a week. I was then required to make several additional follow-ups before eventually receiving the machine back on 7 May 2026. However, the frustration did not end there. Upon opening the packaging and testing the machine on 9 May 2026, I discovered that essential components were missing, including the suction hose, one suction pipe, and the dust bag. It is extremely concerning that a repaired product could be returned to a customer in such an incomplete and careless condition. This entire experience has left me deeply disappointed in the Karcher brand. Over time, we intentionally started purchasing Karcher products for our household equipment needs, including vacuum cleaners and pressure washers, because we trusted the brand’s reputation for quality and reliability. Unfortunately, this experience has seriously damaged that confidence. To summarise, the product failed after only three weeks of use, the repair process took an additional three weeks, communication and service were poor throughout, and the machine was ultimately returned incomplete. As a customer, it is extremely frustrating to now face the possibility of waiting even longer for the missing parts to be supp****. I sincerely hope that this matter will receive urgent attention and that an appropriate resolution will be provided without any further delays.
0
Replies (2)KN
KEHILWE N
1 reviews | Active since Aug 2010
6 May 2026, 21:16
Friendly, professional Renee Read, Boksburg branch
I recently went to the Boksburg office with my broken vacuum cleaner, I was assisted by Renee Read. She was extremely helping, welcoming and explained everything in detail. My vacuum cleaner was sorted and Renee sent the collection correspondence. When I got there again, I met the same jolly, helpful and informative Renee. Thanks Renee for making my day. My vacuum was fixed.
Helpful (0)
|Replies (1)KN
KEHILWE N
1 reviews | Active since Aug 2010
6 May 2026, 21:16
Friendly, professional Renee Read, Boksburg branch
I recently went to the Boksburg office with my broken vacuum cleaner, I was assisted by Renee Read. She was extremely helping, welcoming and explained everything in detail. My vacuum cleaner was sorted and Renee sent the collection correspondence. When I got there again, I met the same jolly, helpful and informative Renee. Thanks Renee for making my day. My vacuum was fixed.
0
Replies (1)rH
AT
Alida T
1 reviews | Active since Apr 2021
16 Feb 2026, 15:03
Returned item at Boksburg branch still waiting refund from 30 Jan 2026
Returned item at Boksburg branch still waiting refund from 30 Jan 2026. Every week different excuses and empty promises or the lady is absent.
Helpful (0)
|Replies (1)CP
Cecelia P
1 reviews | Active since Apr 2021
3 Feb 2026, 11:00
Karcher FC 7 Floor Cleaner - Worst product and service
I bought a Karcher FC-7 machine from Karcher SA in December 2024. This machine has been back to Karcher for repairs every 3 to six months since I bought it. Everytime for the same problem. The wheels seize. You would think that a company with Karchers reputation would design a product with parts that are rust proof. Apparently not, and then they want to blame it on ware and tare. If a product comes back to you with the same problem you would expect the company to take some responsibility. Everytime I return it Karcher want to charge me for the repair, a repair that they have fixed just a few months ago. To date I refused to pay for the repairs, because when will they take responsibility for their inferior product? I will not advise anyone to buy any of their cordless mop and vacuum products. I paid R8000 for this product and they want to charge over R2000 for repairs. See the link on exactly the same problem that I have with this Karcher FC-7. Shame on you Karcher! https://youtu.be/biFPzM7CXCI?si=L-B2N7oIaxW0ATdO
Helpful (0)
|Replies (6)CP
Cecelia P
1 reviews | Active since Apr 2021
3 Feb 2026, 11:00
Karcher FC 7 Floor Cleaner - Worst product and service
I bought a Karcher FC-7 machine from Karcher SA in December 2024. This machine has been back to Karcher for repairs every 3 to six months since I bought it. Everytime for the same problem. The wheels seize. You would think that a company with Karchers reputation would design a product with parts that are rust proof. Apparently not, and then they want to blame it on ware and tare. If a product comes back to you with the same problem you would expect the company to take some responsibility. Everytime I return it Karcher want to charge me for the repair, a repair that they have fixed just a few months ago. To date I refused to pay for the repairs, because when will they take responsibility for their inferior product? I will not advise anyone to buy any of their cordless mop and vacuum products. I paid R8000 for this product and they want to charge over R2000 for repairs. See the link on exactly the same problem that I have with this Karcher FC-7. Shame on you Karcher! https://youtu.be/biFPzM7CXCI?si=L-B2N7oIaxW0ATdO
0
Replies (6)MJ
MA
Mike A
1 reviews | Active since Sept 2012
10 Dec 2025, 16:34
Karcher - Great products and great service!!
A great deal on a new carpet cleaner, the logistics were handled very quickly and efficiently. One item went missing with the courier, no questions asked, and Karcher sent a replacement. Great products and great service!
Helpful (0)
|Replies (1)MA
Mike A
1 reviews | Active since Sept 2012
10 Dec 2025, 16:34
Karcher - Great products and great service!!
A great deal on a new carpet cleaner, the logistics were handled very quickly and efficiently. One item went missing with the courier, no questions asked, and Karcher sent a replacement. Great products and great service!
0
Replies (1)A
Anonymous
1 reviews | Active since Dec 2016
1 Nov 2025, 13:58
Katcher
Returned a katcher item which was sent for repairs, the customer care did take some time to answer but when they did they were very quick and efficient. They kept me updated on the repair and was done quick. Thanks to two people who assistanted in making the process fast who are Miss/Mrs Wendy Matthyssen and also Chantel Naicker. Thanks for making things go smoothly and also delivering it as I wasn't able to fetch it. God Bless you.
Helpful (0)
|Replies (1)A
Anonymous
1 reviews | Active since Dec 2016
1 Nov 2025, 13:58
Katcher
Returned a katcher item which was sent for repairs, the customer care did take some time to answer but when they did they were very quick and efficient. They kept me updated on the repair and was done quick. Thanks to two people who assistanted in making the process fast who are Miss/Mrs Wendy Matthyssen and also Chantel Naicker. Thanks for making things go smoothly and also delivering it as I wasn't able to fetch it. God Bless you.
0
Replies (1)