Complaints

This profile includes complaints for Spencer's TV & Appliance's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Spencer's TV & Appliance

  17500 S 40th St Chandler, AZ 85226-2572

  
• 

  Spencer's TV & Appliance

  525 W 21st St Tempe, AZ 85282-2027

  
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  Spencer's TV & Appliance

  13800 W Mcdowell Rd Goodyear, AZ 85395-2637

  
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  Spencer's TV & Appliance

  13820 N Tatum Blvd Phoenix, AZ 85032-5534

  
• 

  Spencer's TV & Appliance

  2711 S San Tan Village Pkwy Gilbert, AZ 85295-0712

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/21/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Maytag dishwasher on 11/08/2022 for $546.99 from the above store after the salesperson advised me that it was Made in ***.The unit was delivered and installed on 11/13/2022.However, Made in *** is not listed on the manufacturers label affixed to the dishwasher.I returned to the store and the salesperson *********************** and I looked at the floor model dishwasher (MDB4949SKZ) that I had purchased and he agreed that the information was not listed.He gave me contact information for Maytag customer service but they were unable to provide the information.My son placed a phone call to **************** on the evening of 11/16/2023 as *************** business card indicates that his business hours are from 11 am to 9 pm on that day.**************** informed my son that he was on his way to have tequila with his wife for dinner and that the store was understaffed and that he couldnt make any promises about getting back with us that night.He did call later and texted information that had been posted 6 years prior by a Best Buy store.I visited a Best Buy store today and the sales person agreed that the information we needed was not posted on the washer.I went to Spencers today and was seen in a timely manner by store manger ***********************, who contacted his **************************************** who sent an email stating that my unit was manufactured in ****.I interpret this to mean that the materials are sourced from an unknown country.I have requested that my unit be returned but ****************** is refusing to honor my request.I have not washed any dishes in the unit and have not added any rinse agents.I did run an empty cycle with a dishwasher soap pod.I hope that BBB can help us resolve this issue.I will attach photos of labels from a unit from another store with Made in *** printed on it and the label on my unit to help you see what I am requesting.All I ask is that I be able to return my unit and receive a refund.Thank you very much.

  

  Business Response

  Date: 11/23/2022

  This customer asked at the time of sale to be sold a dishwasher that was made in *******. All Maytag dishwashers are made in ****,in their ******* factory. It was even verified with the Whirlpool corporate office that the units are made in ****, and then verified through a high level employee of Whirlpool that they are *** made. The salesperson did exactly as instructed by the customer, and sold them a dishwasher that is indeed made in *******.After the unit was installed, the customer changed their request to wanting a dishwasher that was made in *******, with only parts/materials that were also made in *******. Unfortunately, if thats what the customer is looking for, there are no consumer appliances that are known to Spencers that are made with 100%******** parts, materials, and labor. Typically at least a few parts, pieces,wiring, or chips come from another country, and end up in nearly every consumer appliance sold in the marketplace. Spencers does not take back appliances after they have been installed, especially in cases where there is nothing wrong with the unit. This customer received exactly what she asked for, a dishwasher made in *******, and for those reasons Spencers is declining to return that unit.

  Customer Answer

  Date: 11/23/2022

  I have attempted to attach *** regulations that can be found at ***.gov, but I am unable to send it because BBB says the document is too long.

  The information can easily be obtained at the website.

  I am attaching a photo of the label of the dishwasher delivered to my home which does not have "Made in ***" printed on it because Maytag is aware that it does not comply with those regulations.

  I am also attaching a photo of the label of a different dishwasher model on the showroom floor of the ********** which does clearly state "Made in ***" because the manufacturer is aware that the dishwasher does comply with the *** regulations.

  

  Business Response

  Date: 11/29/2022

  When this customer came into the store, they asked for a dishwasher that was made in *******. A phone call to Whirlpool revealed that all Maytag dishwashers are made in ******* ****, which the customer accepted,and the dishwasher was purchased and installed. Now, the customer is sending in FTC guideline documents to the BBB, and demanding a far higher burden to overcome other than the simple request of a made in ******* dishwasher that was asked for at the time of sale. Had Spencers known that we would need to seek the council of an attorney to review an FTC document before offering a made in American dishwasher to this customer, to ensure that enough parts,pieces, connectors, and materials were sourced from ******* before selling that dishwasher, it would have been handled differently at the time of sale, but that was not the case. It has only been after the purchase and install of the product that all of these additional requests and modifications beyond simply made in ******* have surfaced. Unfortunately, since the item was already sold and installed based upon the customers initial requests at the time of purchase, Spencers cannot be responsible for the changes made to those requests after install, and will not be returning the appliance. Again, had any of this been brought up before the purchase was made, there would have been an opportunity to handle the situation differently, but since all of this is happening after the fact, Spencers should not be liable for the customer changing their mind about what they really wanted.

  Customer Answer

  Date: 12/01/2022

  When I entered the store, I asked for a dishwasher that was Made in ***, and was told that it was.
  
  
  We can go round and round on this, but what cannot be denied, is that the manager of the Spencers store sent me an email on November 17, 2022 stating that: This was made in ****** sent you all the proof in writing, just like you asked for. We are done here. Enjoy your dishwasher
  
  
  If the manager would like to produce evidence on this BBB site that he did indeed send me proof in writing that the dishwasher was Made in ****** would welcome that.
  
  
  If Spencers can provide proof that the main components of the dishwasher are sourced from ****** will accept that.

• Initial Complaint

  Date:11/02/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They broke a $1,200 brand new cabinet installing a double oven and then insulted us saying that we installed refurbished cabinets. They are brand new *************** cabinets and this particular one is custom made. They also scratched our freezer and our refrigerator door squeaks. The man we spoke to named *********************** was extremely rude and demeaning to my wife. What a terrible company with terrible managers.

  

  Business Response

  Date: 11/09/2022

  Spencers is currently working with this customer on a resolution that is acceptable to both parties.

• Initial Complaint

  Date:10/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to make a complaint about the quality of service I am receiving from Spencers TV and Appliance located on ************************************************************* since February 19, 2022. On 2/19/22 I purchased Imperial Kitchen Ventilation model# WHP 1936BP1SBSS, invoice # QA7910 together with installation. I paid $1530.My sales consultant ******************* told me that I will receive my item on 5/28/22. On that day nobody called, nobody showed. I called several times, left several messages, but nobody ever called back. I sent text message and got answer that delivery was postponed for another month. In **** was postponed until July and in July until August. Finally to stop those emply promises I went to store and meet with ************. He checked his system and just to get rid of me he scheduled delivery and installation on 9/3/22. Of course nobody showed up and they rescheduled to following Saturday 9/10/22. Both of these Saturdays I was getting messages to get ready for my delivery, to welcome driver etc. Again,nobody showed up. His "game" caused me financial loss,since I couldn't go to work. Also had to pay cancelation fee for tile workers who showed up to set up the wall for hood. ************ is so rude with answering my messages " I don't work today, I don't work Thursday, I am not at store, I went on last minute vacation etc" . He is dealing with me quite inefficiently and is not showing any interest to finalize my purchase. I am so disappointed and frustrated.I have never received such a low quality of service in my life! I look forward to your reply and resolution to my problem. I hope you will look into the matter immediately and ensure that my Imperial Kitchen Ventilation will be finally deliver and install. I will wait until 10/31/22 before seeking other help.*********,*******************

  

  Business Response

  Date: 10/18/2022

  We apologize for the delays that this customer is experiencing with their shipment. Spencers does not manufacture appliances, so we have very little control over the time that a certain model will be produced and shipped.We share the projected dates that the manufacturers give us when anticipating a shipment. Most of the time, these dates are accurate. There are however some rare instances where projected shipping dates are pushed out several times, for varying reasons, though they are typically supply chain related. We will follow up with the salesperson and ensure that the lines of communication are open,and that Spencers expectation for follow up concerning open orders is being adhered to. Again, we do not control when a company makes a particular item, but we can make sure that we are following up with the customer properly when/if the shipping dates change. We have reached out to the customer a couple times since receiving this message, and we do hope to hear back soon so we can move forward.

• Initial Complaint

  Date:10/04/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a refrigerator from ********* and paid for an extended warranty. Over a year ago, my ice maker was supposed to be replaced. The person they sent to replace the ice maker has come out at least 4 times and each time he has an excuse why he can not do the work. Most recently, he arrive with incorrect parts. I have been waiting approximately a year for this warranty service to be done.

  

  Business Response

  Date: 10/05/2022

  We apologize that getting this repair finalized has been so difficult. After speaking to the service manager for the repair company, the customer is scheduled for 10/10 and we believe that this will be the final visit that finishes up the ice maker repair. All the parts are in stock, and we are looking forward to getting this resolved.

• Initial Complaint

  Date:09/23/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a maytag washer. It is defective. Ask them to come and get it.They said all they could do is have a technician come out to prove its defective. And exchange it for another one. I said no. I want my money back.They said I only had two choices fix this one or get another.I was never told this up front nor did I signs anything says as much.I'm disputing it my credit card company and have asked them to come and get it. They aren't willing to do this.The water **** out while filling up. I have to keep lifting the lid and pushing the button for any amount of water to get in there. It dosen't move the cloths around. Dirty after the so called washing.Today just tryed to fill it up on the deep wash still not much water. Then swiched it to drain and spin and it was in agitate mode not what I set it too.They guy that sold it to me said he has a deep wash and his clothes don't get cleaned. But never told me before the purchase about the water level or problem I may incounter.I'm disabled on a fixed income. I need a washer that work.***** at corporate said they wouldn't come and get it. He hinted that they win in the dispute and I would be stuck with this machine. Even when I said. I placed the setting on drain and spin and it's agitating. Blaming me for not being able to use the machine.I feel this company is frauding its customers and potential customers by not stating up front that they don't give money back only exchange or fix.Or how these machines operate with little water. Only after the payment is made. And refusal to come and get it

  

  Business Response

  Date: 09/26/2022

  This customer reported problems that are consistent with not using the machine as the manufacturer instructs, and a service order was created to have someone come out and look at the machine to verify if this is a real mechanical issue, or an educational opportunity where the customer can be shown how to properly use the machine. Newer washing machines do not work the same way that older machines do, and many of the normal operations can seem strange at first. Having someone take a look at the machine in a case like this is standard procedure, as Spencers does not take back appliances simply because the customer has changed their mind. Doing so brings a used appliance back into inventory, which has to be sold at a loss. In the event of a true manufacturing defect, that can be addressed in a number of ways, several of which would be satisfactory to the customer. However, in this case the customer chose to contest their credit card, and file with the BBB not hours after having the machine installed. This does not give Spencers an opportunity to solve the problem, but puts us in a position where we now have an appliance in this customers home that is not paid for. Spencers has made every effort to address this machine using the proper channels, but the customer has not allowed us to verify that the machine is indeed defective, and not that it simply works differently than the customers old machine. There is an open service call invoice under the customers phone number, and if the customer cancels their card dispute, we would be glad to start the process over as if it never happened.

• Initial Complaint

  Date:09/16/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am attaching my purchase receipts as well as photos and a letter sent to Spencers. I have never had the courtesy of a response. The microwave was improperly installed. This is stated on work order where the arcing was repaired. He said it is a 2 man job to install it and that it could fall down on my new oven.Further, the installer of the refrigerator was on that side of the refrigerator where the dent and paint damage is. I can't be on both sides because when the refrigerator is pulled out you can't move to the other side. It should not be their policy to force an appliance, hide damage, and then refuse to consider it a scratch and dent. I only know about this because I had my handyman over to pull it out after spilling aspirin on the floor and wanting to be sure they were all swept up so my dogs didn't get one. They complained it was 2 months after install, but how often do you pull out your refrigerator?

  

  Business Response

  Date: 09/20/2022

  Spencers has a very limited time to report any cosmetic damage to the manufacturer, which includes damage that *** be concealed by the box, or inside of the appliance itself. It is not Spencers policy to hide damage when installing appliances, nor are the drivers incentivized to do so. The customer is free to inspect their *********************** upon delivery, and are able to refuse the product at that time. For the microwave, the install took place on 3/29/22, and a problem presented itself about 3.5 months later, prompting the customer to call for service. Contrary to the service technician, a microwave install is a one person job, with the exception of very heavy or large models.This customers microwave is a standard size, over the range microwave, and is easily installed by one person. That being said, under most circumstances, the servicer will completely refuse to repair an item that was installed incorrectly. Given that ** performed and paid for the repair, their findings concerning the installation of the microwave surely were minor, though Spencers would be glad to come back out and make sure that the install is up to spec. A service call invoice has been written under the customers phone number to address any shortcomings concerning the microwave install, and the customer can schedule that appointment by calling any store.

  Customer Answer

  Date: 09/26/2022

  I did not receive a prior correspondence from you.  ** sent someone to correct a sparking, not check the installation.  When the repairman was here I brought to his attention that the microwave seemed lose.  He then told me it had been improperly installed and that was not what he came to do and to contact Spencers.  I have more pictures, one on the side that was installed correctly and another from the other side where it was not.  Of course the installer did not bring to my attention that they damaged the refrigerator on installation, why would they bring attention to their error?  Further, as I stated, with the kitchen being so narrow I could not be on both sides of it at one time.  I do not want this dismissed and I want to know what further action can be taken. 

  I do also want to file a dismal rating on the firm.

• Initial Complaint

  Date:09/09/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My 8 month old refrigerator compressor went out on 8/9/2022. This refrigerator was purchased in November 2021 and delivered in December 2021 from Spencer's TV & Appliance Arrowhead store. Since it is within the 1-year manufacturer's warranty we've been going through Whirlpool factory service who has been trying to order a compressor for over a month now. They are back-ordered and the first one was damaged in shipment. The second one came in 8/31/22 and the servicer (Dino's Appliance) came and installed it on 9/7/22 only to find out that this one is defective also and will not run. The only thing they can do is keep ordering it again, but ********* said it is still back-ordered and will probably not arrive till the end of September. Whirlpool said their 1-year warranty only covers parts and labor and not replacement. I am expected to wait another month for another compressor that *** or *** not work. I have been trying to contact ********* about getting a replacement refrigerator since I spent over $4000 on appliances there 9 months ago, including this one, and I have just been getting a runaround from *********. No one wants to accept any responsibility for this and I am expected to just keep waiting months for shipments of defective compressors. Meanwhile I have no working refrigerator. This is a very big hardship for my family. I want ********* to replace my refrigerator.

  

  Business Response

  Date: 09/14/2022

  We know that having service on an appliance is a frustrating experience sometimes, especially when it is an appliance that gets a lot of use, like a refrigerator. The service and repair centers do their best to make the repairs in a reasonable timeframe, though sometimes things can happen like shipping delays, manufacturing delays, or parts arriving damaged, that are out of their control. The manufacturer is the party that is responsible for servicing the appliance during the warranty period, and they set the procedures for repairing or replacing the unit. Spencers does not take back, refund, or exchange appliances in lieu of the manufacturers warranty process. This appliance has been in the home and in use for eight months now, and Spencers receives no assistance from the manufacturer if an unapproved exchange is performed without authorization from the manufacturer. The best course of action for the customer at this point would be to call Whirlpool and express that this repair is taking too long, and that a replacement is desired. Spencers can make that call on the customers behalf, but we have noticed that the customer gets better results when they call directly. If Whirlpool agrees to exchange the product rather than service it, Spencers will gladly assist in making that part of the process as smooth as possible. We do hope that either the repair or replacement happens quickly, and that the customer can get back to using their refrigerator.

  Customer Answer

  Date: 09/17/2022

   I am not at all happy with ********* and their complete lack of concern, passing the buck.  I just got a runaround from them every time I called them.  Their attitude that I had it for 8 months and that should be sufficient for the cost of what I paid for the refrigerator is not appreciated at all.  However, my servicer got the part for the third time  and finally replaced it this week and it is running now, no thanks to ********* at all.  I will never do any business with ********* again and will most definitely give them bad reviews wherever I can.  Being without a refrigerator for 5 and a half weeks when it was only 8 months old was a miserable experience!

  

  Business Response

  Date: 09/26/2022

  We know that waiting for a repair can be frustrating,especially in the case of an appliance that is very important, like a refrigerator. The manufacturers do their best to service and repair appliances as quickly as possible, but sometimes it can take a little longer to solve the problem. Additionally, the manufacturers are experiencing the same supply chain issues and delays as the rest of the world, which can have a negative impact on finding the needed parts. The warranty that comes with the appliance is a service warranty, not a replacement warranty, and Spencers does not advertise or promote that we will exchange an appliance after eight months in the home,or in the case that service takes longer than expected. Spencers does not take back, exchange, or replace appliances in lieu of the manufacturers warranty. This is entirely the responsibility of the manufacturer, as they are the entity that made the appliance, and are responsible for ensuring it is repaired when needed. This is the same as if the appliance were purchased at any other retailer, as the manufacturer does not provide any assistance when an appliance is exchanged without authorization. Given the highly competitive consumer appliance industry, no company can take on the burden of privately funding the service and repair sector of another business. We hare happy that the refrigerator is working after this last repair, and we hope that it continues to provide the customer years of faithful service.

  Customer Answer

  Date: 09/26/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  Since my refrigerator is now working you may close the complaint.  I am still unhappy with this business and will never do any business with them again.

  
  ***************************
  
   
  

• Initial Complaint

  Date:09/02/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paid for new fridge July 25, 2021, with promises of delivery in a few months, due to sourcing issues. Settled on a different fridge that was available, and Spencers installed it Nov. 12. Installers brought it through an exterior dining room door, rather that the wider front main door, and severely scratched the outside of two of the four doors. TWICE Spencers ordered replacement doors and both times they were delivered and spencers came to install. The first time all four doors shipped were incorrect. The second time, one of the four doors shipped was correct and installed,. Spencers installers would not take the incorrect doors back with them, and after two months of them not picking them up, i took them into a spencers store. After 21 emails, 10 months and numerous phone calls to salesman *********************, **************** Sales at Spencer's TV and Appliance, and two other salesmen (********************* and ***********************), and one today who would not listen to me and talked over me throughout the "recorded" call, i still do not have the door replaced. I asked when i would hear back from someone since my last email May 17 to **** was ignored, he said he didn't know. I asked to escalate and he said he couldn't do that. I'm done. I want the door replaced and installed, or a new fridge replaced and installed, now.

  

  Business Response

  Date: 09/06/2022

  The salesperson and the customer came to an agreement on how to handle the doors today, and we are happy to report that the issue has been resolved.

• Initial Complaint

  Date:09/02/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, on 8/20/22 My mother ****** acting on my behalf called SPENCERS **************************** to inquire about purchasing a new Frigidaire Gallery refrigerator from SPENCERS located at ***********************************************************************, ************ 4 my grandmothers 79th Bday which was on 8-27-22. My mother "******" spoke to sales person JS344, at *********************************************************************************, ************ who offered a deal on a brand new Frigidaire Gallery Refrigeratr. We requestd no USED/REFURBISHED refrigeratr 4 our lovd 1's 79th Bday. WE REQUESTD THE SAME UPGRADED ************* refrigeratr my grandmothr alrdy ************* person JS344 said he hd the exact brand, make & model we wer looking 4 in stock 4 $1,749.00 at the main stor but tht if we purchasd directly frm his ******** stor he wld giv us a deal. On 8/21/22 JS344 was off work so my mother "******" bought an allegd new refrigeratr frm sales prson GB311 at the ******** locatn. Sales prson GB311 was extrmly kind & helpful & undrstd my families wnt 2 bless our aging Gmother with a NEW fridge 4 her 79th Bday. Aftr findng the same Frigidaire G brand on Amazon 4 undr $1,200.00 ****** inquire about whethr GB311 wld meet or beat Amazon's ofer. GB311 oferd the Frigidaire G on 8-21-22 for $1,149.99 total with tax, Etc. totalng $1,325.21- by phone paymnt. On 8/23/22 GB311 was off wrk. Complaint-No Waranty included, needed 2 purchas. GB311 nevr returnd call. On 8-26-22 at 7:15 am Ref. was delivrd. On 8-26-22 my Gmother complaind 15 mins. aftr hook up tht fridg lookd ******** weird sounds coming frm it. On 8-26-22 ****** requestd movers retrn our fridge & pick their Refrigeratr. bck up 15 mins aftr installatn. ***** did nt return -allegd 2 bckd up wit delivries. On 8-30-22 freezr was brokn. Thick ********** cone like ice formd evrywher in Freezr. Watr driping/melting & ruining food boxes. Time stamps video of broken frige available/Complaint made on 8-30-22 to JS344- disrespectful/rude REFUSED refund or exchange & hung ** in my face.

  

  Business Response

  Date: 09/06/2022

  Looking into the issues that the customer is reporting, the refrigerator was definitely new in a box, with our inventory markers showing that it was pulled from our distribution center, from new stock. Also, the photos that the drivers took of the refrigerator at the time of delivery show the factory packaging tape and point of purchase stickers in tact, as well as the unit being factory clean on the inside. Had this been a floor model, or an open model, the customer would have been informed by their salesperson right from the beginning that they were discussing a floor model purchase, but that was not the case, as this is a new appliance. If the customer has a service or repair issue, the product does come with a warranty from the manufacturer, and a service technician can be sent out to evaluate the unit. If there is something that needs attention, the factory technician can assist in getting that addressed.

• Initial Complaint

  Date:08/30/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Beko Microwave OTR 1.5CF Conv Item NO. MWOTR30200CSS from Spencers Tv and Appliances in December 2020. The unit quit working in Dec. 2021. I have made many calls, and spoken to many Spencers Representatives at the store where the Microwave was purchased, the ****************** at ( Goldwing ), and last but not least Spencers Head Quarters in ******** *******. I continue to hear the same story that they are trying to resolve this issue. My original purchase order No. is Q78116-0. The last person I spoke to was ***** at ************. I have spoken to ***** several times. He keeps saying **** is not responding to his requests or his service Managers requests for this issue to be resolved.

  

  Business Response

  Date: 09/02/2022

  Spencers has been working with our service manager and ************* manager directly in the attempt to get them to agree to replace this customers appliance rather than continue to make them wait for the needed parts to arrive for the repair. We have not received authorization from the manufacturer to exchange the unit as of this reply, though if we do, we will gladly assist in the exchange. Spencers does not take back, exchange, or replace appliances in lieu of the manufacturers warranty. **** is the party responsible for ensuring that the product works during their warranty period,and as such Spencers receives no assistance when we circumvent the service and repair process by performing an unauthorized exchange. Initially the customer wanted to file a ******************** complaint against Spencers, but it was suggested that the more effective path would be to register a complaint against ****, because Beko is the entity holding up this process, not Spencers. Several employees here at Spencers have been working hard to get this appliance repaired or replaced,with very little help from Beko. It is unfortunate that the customer persisted in their desire to post a complaint against Spencers for Bekos shortcomings, but they can be assured that we are working just as hard as we were before the BBB filing to get this process moving.

  Customer Answer

  Date: 09/02/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************