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.

close

Find a Location

Spencer's TV & Appliance has 16 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Spencer's TV & Appliance

  17500 S 40th St Chandler, AZ 85226-2572

  
• 

  Spencer's TV & Appliance

  115 W 1st Ave Mesa, AZ 85210-1311

  
• 

  Spencer's TV & Appliance

  14202 N Scottsdale Rd Scottsdale, AZ 85254-4077

  
• 

  Spencer's TV & Appliance

  14202 N Scottsdale Rd Scottsdale, AZ 85254-4077

  
• 

  Spencer's TV & Appliance

  525 W 21st St Tempe, AZ 85282-2027

  

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:08/26/2022

  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.

  Purchased ***** refrigerator 2 weeks ago and am unhappy with it. Door doesnt close easily causing refrigerator to be left open. Drawer inside doesnt open smoothly - takes to hands to open it. Tech came out and said that is just the way this was made. Spencers is unwilling to exchange, even after the manager acknowledged he has the same issues with this refrigerator at his home.

  

  Business Response

  Date: 08/30/2022

  Getting used to the way that a new appliance behaves can take a little time, as they tend to operate and feel different than the old familiar appliance it replaced. ***** refrigerators are a little more heavy duty than some other models, and sometimes that can mean a little more force needed to open and close the doors and drawers. In most cases, this is normal operation, and the appliance is working exactly as the manufacturer designed.If there is a true service issue, Spencers will gladly send out a technician to check the appliance under the manufacturers warranty. Should anything need to be addressed, the technician can ensure that it is. Spencers does not take back, refund, or replace appliances in lieu of the manufacturers warranty process. Additionally, Spencers does not exchange or refund appliances simply because the customer has changed their mind after using the product in the home.In this case, the customer said that they already had a factory certified tech examine the refrigerator, and there was no defect found in the way that the doors and drawers operate. This is simply how they are designed, and the doors are a little more robust than the customer is used to.

• Initial Complaint

  Date:08/16/2022

  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.

  On 1/3/22, we purchased a Bosch refrigerator Model # B36CD505NS from Spencers **************************** ***********************************************************************************************. It has been 7 months -- and a series of frustrating activitiesand we still have a refrigerator that has no working icemaker and water dispenser, as well as has sharp corners on the glass shelves, causing injury. The refrigerator is continuously showing electronic error messages.The Icemaker stopped shortly after installation. We placed two calls to Spencers and left messages that were not returned. We accessed the Bosch website and looked for authorized repair. They referred us to a local repair company, Gold Wing which we contacted. On March 25th, a Service Tech named ******* said he would call Bosch Technical Support and confirm our information. We did this on our own, still no response from Spencers.Then, no response from ******* or Gold Wing for several days, so we called Gold Wing the following week on 3/30/22 and on 4/19. An individual indicated that he did not have any update on ETA for the parts, but would contact his parts department internally, asking them for updated information from Bosch. ***** indicated he would call back on my tele number and advise us of the latest information. NEVER HEARD BACK FROM *****!We also contacted **************** at Bosch regarding the glass shelves. No response.

  

  Business Response

  Date: 08/22/2022

  We know that servicing an appliance can be frustrating, and we are equally frustrated at the lack of communication throughout this process.Spencers would not generally contact the customer after the service center becomes involved, as it would be the servicer that would have all of the information about parts, appointments, and estimated arrival times, not Spencers.The issues that the customer is having are manufacturer warranty issues, and as such Spencers will contact the servicer on behalf of the customer to have them reach out and provide some detail on the status of the parts. Due to the global pandemic, parts have been harder to come by, and have taken longer to be produced and shipped by the manufacturer. Due to these delays, parts can take longer than normal to arrive. However, once they do arrive, the servicer will ensure that they are installed, and hopefully that will get the refrigerator working as the manufacturer intended.

  Customer Answer

  Date: 08/22/2022

  This applicance needs to be replaced. 

  

  Business Response

  Date: 08/23/2022

  The servicer contacted this customer yesterday and gave them an update on the ice maker, which is due near the end of the month. It is up to the manufacturer to decide whether or not to replace an appliance under the manufacturers warranty, and it is rare that they replace an entire refrigerator for an issue with the ice maker. If the customer would like to contact the manufacturer themselves, they might make a concession given the length of time that the part has been on order, but that is up to them. Spencers does not take back, replace, or refund appliances in lieu of the manufacturers warranty process, as we receive no assistance from the manufacturer when we perform an unauthorized exchange. The best course of action if the customer would like to attempt to speed up the process would be to call Bosch directly and express their displeasure in being asked to wait for the part rather than receive a full replacement from the manufacturer.

• Initial Complaint

  Date:08/13/2022

  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.

  on 10/9/2021 my wife and I purchased a washer/dryer unit from ******* on ********************* after the delivery, we notice a huge dent on the right side of the washing machine. we then contacted the salesperson thereafter, who then instructed us to e-mail pictures of the damage, since then (now in August 2022)we have not been contacted or heard from the store! now this august, the washing machine started making a huge noise, so loud you can hear it from the end of our house! we then contacted the same store and told them about the problem ( since 10/2021 I had already purchased a 2 year warranty) they sent out a repair person and left our house without giving my wife a pink slip explaining what was wrong with the washing machine. we then contacted the manager of ******* who then told us It may take a couple of months to fix!! and basically we were SOL and there is nothing he was going to do to help us out. I am am so disappointed with the sorry service we received and was told the problem was due to under-loading the washing machine! were so disappointed we will never do business with ******* again after paying $1536.79 invoice no. X56927 reference no. ************* acct ****************

  

  Business Response

  Date: 08/22/2022

  When an appliance starts working differently than a customer is used to, it can definitely be a cause for concern. This customer was using their washing machine for nearly a year before the unit started making a noise on the spin cycle. This can happen for a number of reasons, but if it had anything to do with the dent that the customer mentioned, it would have been doing so right from the initial installation. Given that its been nearly a year of great performance, there is surely a mechanical problem, which is why the service company ordered parts. Had the technician seen physical damage to the appliance that was causing the problem upon their visit, they would have deemed the unit non-repairable due to being damaged. Since that was not the case, and parts were ordered, there is definitely a manufacturers warranty related service issue that needs to be addressed to get the washing machine working again. Unfortunately, due to the global pandemic and the supply chain problems that came from shutting down most of the world, parts are taking longer to produce and ship than normal. However, as soon as that part arrives,it will be installed, and we hope that the customer can get right back to using that washing machine as they always have.

• Initial Complaint

  Date:08/09/2022

  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.

  I purchased a brand-new refrigerator. I was initially unable to stock it because the shelves were defective. ********* replaced the shelves with shelves from the floor model. I contacted ********* again because all of my food freezes in the refrigerator. In spite of setting the fridge at a warm temp, the food still freezes. I informed ********* of the problem and they told me to call in the warranty. The warranty company told me to call the manufacturer. I called the manufacturer and they could not help me unless I am physically with the product. Their hours are East Coast hours so I am unable to be with the product when calling them unless I take time off work. I cannot afford to take time off work (I took days off for delivery and also for the first service call). I called ********* and told them to pick up the refrigerator. I should not have these problems for a brand-new unit that I have owned for less than 1 week. ********* told me there is nothing that they can do. I need to wait on the warranty company to assess my unit. In the meantime, I have a refrigerator that I cannot use unless I need something frozen. This is not right. ********* needs to retrieve this unit. I do not want it due to too many problems. I want to be able to properly use the refrigerator that I purchased and since that cant seem to happen, then the refrigerator needs to be replaced. I want this refrigerator out of my home since it is unusable!

  

  Business Response

  Date: 08/11/2022

  Spencers looked into this specific situation and was able to come to an agreement with the customer that made sense for both parties. We look forward to doing business together in the future.

  Customer Answer

  Date: 08/11/2022

  
  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,
  
  *************************
  
   
  

• Initial Complaint

  Date:08/05/2022

  Type:Sales and Advertising 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.

  Spencers installed appliances in our brand new home and damaged the granite counter tops and a kitchen dishwasher end panel during the install. The first crew didnt not know how to install the microwave, I had to show them, and could not get the range in the opening, I had to show them that as well. They did not bring a broom or shop vac to clean up their mess, and walked off the job prior to completion dropping F-bombs as they left. I have been in contact with Spencers since that first day and they have been less than helpful in resolving the issue.

  

  Business Response

  Date: 08/10/2022

  Spencers has been in contact with this customer several times surrounding the claims of damage to the home, and have been working together towards an agreement. This agreement was close to being reached, but stalled at the point when the customer was asked to provide an invoice showing the scope of work that the customer alleges needs to be done at their home. Documentation concerning the scope of work is standard practice in this kind of situation, as it safeguards both the customer and the retailer as an agreement is reached to make the repairs. The conversation stopped when the scope of work was not provided, but if the customer wishes to resume the conversation, we are more than willing to continue towards a resolution.

  Customer Answer

  Date: 08/11/2022

  I provided an estimate of the cost to replace the panel, the business decided not to reply. The estimate I provided was for more than I was asking them to compensate me for.  Their lack of response to my email is the reason I decided to escalate the issue to the BBB. The business is not being forthcoming in the full scope of the issue. 

  

  Business Response

  Date: 08/11/2022

  Spencers just received the customers estimate including the scope of work this morning. After reviewing the estimate, and a couple more emails back and forth, we have come to an agreement. We appreciate that the customer was so quick to send us that document, and are looking forward to putting this matter to rest.

• Initial Complaint

  Date:07/26/2022

  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.

  On 4/21 we ordered a new microwave from Spencers. They delivered it on 4/26 1. After the installation microwave door hit our kitchen cabinets when opening the microwave door which we notice when we tried to use the microwave the first time. Damaged cabinet.2. We called Spencers and they sent the installers back a week later. They adjusted the install location. After they left, we went to use the microwave and now a rattling fan noise was happening when turning on microwave. 3. We called Spencers and the Installers came out a week later and removed the filter and made several adjustments. Tested and left.4. After using microwave a couple of times fan noise started again. Contacted Spencers and asked for new Microwave. Rude manager ******************* said no, he could only send technician to fix and offered a one year extension to the warranty. I was not satisfied with this since this was supposed to be New microwave not a repaired one. He said that replacement was not an option. Weeks later, he switched to warranty repair and sent technician and when he came out he said he couldnt hear rattling noise.5. We continued to hear rattling and recorded it and called Spencers again. Technician came back, heard rattling, said it was fan motor, left. Had to order motor. 6. Now July 26, technicians replaced fan motor, rattling was worse. We were told microwave wasnt installed properly and that the installers would have to come back to fix installation. 3 months later, 6 going on 7 visits, brand new microwave taken apart several times and put back together, multiple holes cut in kitchen cabinets, a ding in my cabinet door and over 20 hours of my time waiting for installers/technicians and still have microwave not running properly. I filled out an online Spencers survey asking to be contacted and was not contacted. I am requesting resolution (new microwave) and reimbursement for damage and my time.

  

  Business Response

  Date: 08/01/2022

  We do regret that this customer is having a difficult time with their microwave. Ongoing service issues can be frustrating, especially when there is a persistent issue that takes a little longer than normal to resolve.We are working with the service and repair manager on a resolution for the customer, as the unit runs well when not installed in the customers cabinets.The install has been verified in the past, and perhaps this means that there is a problem with the customers cabinets or ducting, which a new microwave and a re-installation will not resolve. We want to rule these things out as we move forward, as the customer will surely not want to have the same experience should a new microwave be installed and the same sounds occur again. We hope this last trip to evaluate the microwave is all that is needed to find the source of the problem, and we look forward to the customer having a quieter microwaving experience.

  Customer Answer

  Date: 08/01/2022

  This does not address the damaged cabinet door or the seven trips it is taking to diagnose the issue. The microwave was moved to supposedly fix the issue, a filter was removed on the next trip, a new motor was installed on the last trip and the noise got worse. The statement ignores the customer has over ******************************** this so far without a resolution. And that it is taking 7 Service visits to find the correct problem. Before purchasing the new Microwave there wasnt the noise we are hearing now so if there is an issue with the duct it was caused by the installation of the new Microwave. Again we now have a new microwave with replaced parts, a filter that has been removed etc. etc..We purchased and paid for a New microwave and installation - how is this considered a New Microwave? 
  Again the reply doesnt address the damage to the cabinet door or consideration for the customers time, or why it is taking 7 visits to diagnose the issue, or the lack of communication when I requested to be contacted (and was not contacted). Spencers advertisement states we back our products and addresses Customer Satisfaction. The responses we have received doesnt reflect these commitments. And the last question of is having a Microwave that has been taken apart several times and parts replaced a New Microwave?

  

  Business Response

  Date: 08/08/2022

  The drivers went to the home on the 5th to pull down the microwave and try to diagnose the sound that the customer was hearing.The driver reported that he didnt hear any noises, though he did re-cut the customers cabinet venting at no additional charge to see if some additional airflow would help alleviate any future concerns. The microwave and installation have been ruled out as causes of the noise, which the tech could not reproduce before or after the visit. We do hope that all of our efforts in trying to solve this problem for the customer have paid off, and that the customer gets to enjoy their microwave going forward.

  Customer Answer

  Date: 08/09/2022

  The above is not a true statement. On The previous visit the tech had removed the microwave fan frame (housing) because it did not fit the opening. This temporarily made the noise go away. He stated that the install team would have to return to correct the issue., which they did. He also stated that the frame was previously installed but did not fit the opening. It was improperly installed. 
  So to summarize the reason the last tech could not hear the noise was because the previous tech had Temporarily removed the frame until the correction could be made. Spencers leaving out these details is a perfect example of the lack of communication throughout this purchase and install. Each Visit the Tech that showed up did not have the information from the previous service call. All Seven Times!

  Again the information given by Spencers was not inclusive, incomplete and therefore incorrect.