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

  10220 N 43rd Ave Glendale, AZ 85302-2004

  
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  Spencer's TV & Appliance

  7346 W Bell Rd Glendale, AZ 85308-8526

  
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  Spencer's TV & Appliance

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

  
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  Spencer's TV & Appliance

  4601 E Ray Rd Phoenix, AZ 85044-6200

  

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:01/20/2025

  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.

  Today, Jan. 20 I view an advertisement on the Spencers website for a Whirlpool 4 piece appliance package for $2,080.98. My husband and I visit the store in ******* and try to oder the product. ****** is the sales agent and proceeds to check for availability. Some items are in stock and others are not. Fine, I tell him, I am in no hurry. While waiting to get this rung up, he calls someone to the computer for assistance. They call someone else on the phone and are unable to get the order isssue resolved. After about 10 minutes, I give ****** my telephone number and ask that he call when it is resolved so that I can place my order. He calls back and states that the price that is listed on the website is incorrect. I asked if he will honor the price on the website and he says his manager will not honor the price. Now he is quoting a price $1,600 higher that what is on the website. False advertising!!! I ask specifically if they are going to honor the price advertised and he says, no. I am floored and very angry that that will not honor the advertised price. Additionally, when I get home, the website still lists the $2,080.98 price. I want the items listed for the price on the website.

  

  Business Response

  Date: 01/27/2025

  This issue has been resolved for the customer. 

• Initial Complaint

  Date:01/16/2025

  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.

  January 12, 2025. We purchased a washer and dryer from spencers, home appliances. They contracted with us to deliver and install the washer and dryer. The washer and dryer were just delivered on wednesday 1-15-25.The delivery people that came out were not plumbers. They broke the supply cold water valve to washing machine. I called ***** the store manager at ************** where we purchased them. He told me that it was my problem, and that he wasn't interested in compensating me for the repairs and valve replacement. I also asked to just return the washer and dryer, so I could go purchase it from a reputable dealer.I was told that that was not an option.

  

  Business Response

  Date: 01/20/2025

  We apologize that this customers water valve is not working properly. Water valves are designed to be turned off and on while installing the new appliance. The driver simply turned the valve, at which point it stopped working. Turning a valve is a necessary part of installing the washing machine, and there is no human alive that is strong enough to break a water valve that is in good condition simply by turning it. This valve was failing internally in need of replacement, and failed when used. This is not a failure on the part of our installer, its a failure on the part of the valve, which is basic home maintenance, and the responsibility of the customer. This would be no different than flipping a breaker to shut off power before installing a range, and when turning the breaker back on, it fails to restore power. The breaker, just like the valve, is designed to be used, and over time they can fail like anything else in the home. Spencers is not responsible for general home maintenance items like valves, breakers, plumbing, etc. If something breaks in the home when being used as intended, that is an indication of being in a state of disrepair, and not an act of negligence by the driver. Concerning the laundry return, the appliances were both fully installed, and Spencers does not take back fully installed appliances, especially if the reason for the return has nothing to do with the machines that were purchased. No other retailer would pay for a plumber to replace this valve, as it is a household fixture designed to be turned, and the responsibility of the homeowner to replace. 

  Customer Answer

  Date: 03/03/2025

  BBB,
  We believed that we were dealing with a reputable company when we purchased our $1,700.00 washer / dryer pair.
  We believed that they would use qualified mechanics to install our pair washer / dryer pair.
  Instead of qualified Plumbers or Mechanics for the installation process, the company provided Delivery Drivers to partially install the set. The hoses were hooked up to our supply valves, but no Cold Water was supplied to the set due to the Delivery Drivers breaking our water valve in the closed position.
  An hour after the Delivery Drivers left our house, the valve gave up and our plumbing sprayed water all over the laundry room.
  I slipped and fell on the slick tile floor trying to stop the spraying water. I'm 63 years old and it still hurts from falling on tile.
  
  Our plumbing worked fine when our original Washer ran prior to the new installation.
  The Delivery Driver installers broke our Washer Cold Water Supply Valve.
  The Delivery Driver installers admitted they broke the Valve.
  The Delivery Driver installers walked away and expected us to fix the problem ourselves.
  I called the Manager (*****) and he told me that fixing the broken valve was my problem and offered no help.
  No resolution has been achieved between the parties.
  
  If a company portrays themselves as a provider of installation services but will break your plumbing, knowing that they broke your plumbing and just walk away saying you're on you're own, it's not a company that I will do business with in the future. I think the general public would benefit from the knowledge of the lack of responsibility this company shows in this regard.
  
  Thanks,
  

  

  Business Response

  Date: 03/04/2025

  Spencers does not make it a secret that the responsibility for maintaining, repairing, and servicing  household plumbing, electrical, and any other fixtures in the customers home that are used during the installation process resides with the customer. ********************** also does not represent our delivery and install staff as plumbers, electricians, contractors, or anything other than appliance installers. During the course of an install, the local water needs to be turned off at the valve. A valve has metal components inside that are so strong when manufactured that there is not a human on earth that can break those components by turning the valve. A valve that breaks while being turned by a human only breaks because it is in a state of disrepair due to age, wear,water corrosion, or some mix of the above. Valves dont last forever, and over time the tough Arizona water eats through those internal components, and fills the gaps with hard mineral deposits, weakening the valve overall. In this weakened state, a human can turn the k*** as designed and the valve can fail. This is not an act of negligence on the part of the installer. This is a valve that has reached the end of its usable life, and needs to be replaced. Since valves are household plumbing items, it is the responsibility of the homeowner to repair or replace them when they fail, not Spencers. 

  Customer Answer

  Date: 03/24/2025

  I reject the business response.
  The business created a hazard to me personally through their service.
  The broken valve squirted water all over the floor.
  I'm a 63 year old man who slipped and fell on the wet tile and hurt my back
  I believe my experience should be part of the public record.
  I request a refund of my money
  

• Initial Complaint

  Date:01/04/2025

  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.

  In May 2022, I purchased a Frigidaire oven through Spencer's TV & Appliance in *******, ** (Invoice #JE0876-0). The oven stopped working within just one month of installation, rendering it completely unusable. Despite numerous attempts to resolve the issue, it remains unfixed.I contacted Spencer's TV & Appliance and Frigidaire repeatedly to address the problem. It took an unreasonable amount of time for a technician to be sent out (4 or 5 months), and when they finally arrived, the issue was not resolved. The technicians said that they would replace the parts, and after waiting a couple of months, we called ********* again and they told us that they never even ordered replacement parts. This happened 3 or 4 times, when we were waiting for parts that hadn't even been ordered. The oven continues to be non-functional, and I have been left with a $3,049.04 appliance that I cannot use.This experience has been extremely frustrating, and I feel as though I have been sold a defective producta lemon. I have lost trust in both the product and the company due to the lack of timely resolution and customer support. I am seeking a replacement oven or a full refund to rectify this situation.Thank you for your assistance in helping facilitate a resolution. I have attached my invoice and additional documentation for reference.Sincerely,****** ****

  

  Business Response

  Date: 01/06/2025

  This range has only been serviced once by Spencers repair department, and that repair was completed in November of 2023. The parts were an issue, between the manufacturer sending the wrong parts, and then the needed parts being on backorder from the manufacturer. Once they were in, the repair was completed and the unit tested fine. We have no record of any other service calls for this appliance, and to our knowledge it has been working since 11/2023 when the service call was finished and closed out. This customer chose to only take the one year manufacturers warranty rather than extend that warranty, which means that ********** is responsible for ensuring the proper workmanship of that unit for the length of the manufacturers warranty period.If this unit has failed again, more than a year after the last repair, the customer would need to contact the manufacturer if they wish for a repair or replacement. Spencers does not manufacture the appliances, which is why we use factory authorized repair service providers to alleviate any defects in workmanship during the warranty period. Had this customer chosen to extend their warranty we would have more options for them through that extended warranty company, but as it sits now this customer has been out of warranty for well over a year, and Spencers does not repair, replace, or refund appliances in lieu of the manufacturers warranty process. 

• Initial Complaint

  Date:12/31/2024

  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 a samsun refrigerator April 2021 and paid for an extended warranty. Nothing but issues with the fridge so far. Called Spencers multiple times and *** the service person pretty much refused to help get this resolved. Called the warranty place that ******* contracted with and they won't do anything either. We have purchased many different appliances thru spencers and we are very disappointed since THEY selected the warranty company. Didn't even offer to reimburse for the warranty either.

  

  Business Response

  Date: 01/08/2025

  We apologize that your refrigerator is in need of service.The last recorded service call from New Leaf was for the appliance freezing food in the rear section of the refrigerated area. It shows that they booked as of December 26 for a repair visit to take place on January 2 with one of their authorized service providers. They also called you on December 31 and January 7 to follow up. It does appear that New Leaf is attempting to make this repair for you, though in cases where the refrigerator is over loaded and restricting the air flow around the unit, it can freeze items that are in the back of the appliance, and this would be remedied by simply thinning out some of those shelves, allowing more unrestricted cold air flow. Please reach out to New Leaf, as they have been trying to contact you as of yesterday at the most recent. Spencers does not replace, refund, or exchange appliances in lieu of the extended warranty process, though we can help reach out to the warranty provider in cases where a second look is needed. 

• Initial Complaint

  Date:11/28/2024

  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.

  Last October 2023 a Kitchen Aide package from Spencers Appliances in ****. The Refrigerator has had the computer board go out and replaced in 4 times this year. We also bought the extended warranty thank goodness. But it sometimes take a week to 10 days to get the part and get it fixed. We luckily we have not lost any food but it doesnt look good this time. We had an extra fridge in a rental before but its rented now. So we dont have an option. I would say we have a lemon and would like this fridge replaces. Im tried of worrying and waiting.

  

  Business Response

  Date: 12/03/2024

  We are sorry to hear that there have been a couple service issues with this refrigerator. Upon looking into the service history with Whirlpool,there was a call on 7/22 for an oil like substance that was discovered to be something form outside of the machine, and not related to any failure on the part of the refrigerator. Then on 8/6 there was a control board replaced, and on 10/9 the control board and another part were replaced, with both times the refrigerator running properly after the repair. There are only 2 recorded service calls for this refrigerator by the manufacturer, which does not qualify the unit for replacement. The current open call under the extended warranty for a fan motor, which is not related to the control board that ********* replaced under the manufacturers warranty. While having a couple repairs in the lifecycle of an appliance is not ideal, it is not an indication that the appliance is a lemon, or that the appliance will fail again in the future. ********** does make an excellent appliance, and with the coverage under the extended warranty, if there are any problems in the future, they will be addressed. Finally,if at some point the repairs under the extended warranty call for the unit to be replaced, it will be replaced, but this is a service first warranty, and the warranty provider is allowed to make repair attempts before replacing the appliance. 

• Initial Complaint

  Date:11/26/2024

  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.

  On Nov 9, 2024, we purchased a number of items from ******* Appliance on ***************, including a fridge and freezer for a house in *******, ******. On Nov 13, 2024, the person transporting these two items to ****** for us retrieved the boxed items from the ************************ on *********** . The items were loaded onto the trailer by ******* employees then secured by the owner of the trailer. He arrived in ******* with the unopened boxes on Nov 18th, at which time we proceeded to open the boxes. The freezer was fine however refrigerator had substantial damage in multiple places, some of which appeared to have been glued as a repair. We contacted our sales person, ******* ********, sent pictures and asked for help. ******** responded that the damage to the fridge had clearly happened outside of the box and he didn't know what we wanted him to do about it. I stated that we agreed that the damage was incurred out of the box, as we had just opened the undamaged box of a damaged fridge, and asked that he please look into the matter. We were told we would receive a call back.A number of days passed in which I had to repeatedly call to ask for information. Eventually, on Nov 21, 2024, we received an email from Spencers stating that they have deemed themselves and the manufacturer blameless. They indicated that either we or man who transported them somehow opened the box, damaged the fridge and re-boxed it perfectly prior to calling. This would be practically impossible and we are now asking for your assistance.

  

  Business Response

  Date: 12/10/2024

  This customer purchased these units brand new in box, and the boxes were in great shape when their transportation driver secured them to their trailer and left the warehouse. Customers have the option to inspect the product on the dock prior to leaving, but the person doing the transportation declined to do that. Additionally, we have a firm 48 hour policy to report any cosmetic damage to appliances once the customer takes possession, and this was not reported for several days. Finally, we have never received product with such extensive damage in a box from the manufacturer in the decades that we have been doing business. The damage is simply not consistent with normal handling damage that can happen while in box. We cant say exactly what happened to this appliance,but we do know that it did not leave our facility in that condition. For these reasons we cannot replace, repair, or refund these appliances. 

• Initial Complaint

  Date:11/16/2024

  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.

  We went into the Ray location the end October 2024 and purchased an expensive package for our new home after a word of mouth referral which frankly has turned into a nightmare. From the huge amount of money spent; to the second hand floor model dryer we had to settle for because Spencers didnt want to give us a refund on both appliances. The dryer was due to come on November 2-5. And it was pushed back after the 21st. They wanted us to get a non matching set and pay more money for it. Then the mattress we purchased. Which isnt even 30 days old and has a huge rip in the seam. We received a message from some third party person stating they can come more than 3 weeks from now to look at it but no solution would be provided for an additional 10 plus days after that if at all. What type of business is this to where customers spend this type of money and are then pawned off. So angry we actually opened a card with them ; but believe me as soon as its paid off we wont ever look back or refer them. Completely disappointed in how things have been handled. We want this resolved ASAP and not a month from now. If we cant get a replacement then come pick up your trash mattress and return our money so we can get a new one. Dont know anyone willing to put items they cant effectively use in their new home.

  

  Business Response

  Date: 11/27/2024

  Upon looking into this complaint, the dryer had been delivered and the manufacturer of the ******** agreed to an exchange due to the tear. This appears to be resolved, and we hope that the customer enjoys their bed and ***********************. 

• Initial Complaint

  Date:11/02/2024

  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.

  Im writing to share my frustrating experience with Spencers Appliances, hoping it might help others think twice before purchasing from them. After investing over $6,000 in new kitchen appliances, I was excited to finally upgrade our space. I had the cabinets painted well in advance of the installation, only to have the installer scratch them up while putting in the microwave. When I reached out to Spencers to report the damage, the person I spoke to got angry and hung up on me. This happened not once, but twice!Weeks passed with no resolution. Finally, when my fridge arrived, all the sales associate cared about was getting payment for delivery, despite knowing about the ongoing claim. An installer was scheduled but never showed up. When I called Spencers, I was told he had contracted COVID, and that someone would be in touch. That was 2.5 weeks ago, and I still havent heard anything.Ive called the store multiple times since then, but theres been no follow-up or resolution. Its incredibly disappointing to see such poor customer service, especially after making a significant investment. I hope this serves as a warning to others considering Spencers for their appliance needs. #SpencersAppliances #CustomerServiceFail #BuyerBeware

  

  Business Response

  Date: 11/12/2024

  Upon looking into this concern, the delivery company and the customer are currently working together towards a resolution. 

• Initial Complaint

  Date:10/31/2024

  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.

  need replacement of stove ***. No response or reaction of when part will be replaced. Possibly 4 to 6 weeks?I am physically handicapped and healing from surgery.Can not cook even a light meal. Power was turned off,No response from company

  

  Business Response

  Date: 10/31/2024

  This customer had a service appointment on 10/16 and it was determined on that visit that a new burner switch was needed, as hers was keeping the burner turned on at full power, which is why the cooktop was disconnected from the outlet, as it is a safety issue to leave it in such a state. The only place in the world currently that has this replacement switch is in **************, and due to the effects of the recent storms, they are operating at less than 25% capacity, and are filling parts orders as fast as they can given the circumstances. When the part arrives, the customer will be called, and the part installed, restoring the functionality of the cooktop.Unfortunately, there is not a lot Spencers can do to move this matter along any faster, because the one place that has the part is already working as fast as they can, and the warranty from the manufacturer is a repair first warranty.If the customer wishes to call the manufacturer directly and make a case for a replacement due to the parts delay, they can definitely do so, but Spencers does not refund or replace appliances in lieu of the manufacturers warranty process. We do hope that they are able to ship the part soon, because once we have it we can come right back out and fix that cooktop. 

• Initial Complaint

  Date:10/25/2024

  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.

  My husband went there and got **** and sharp they were both 50inch tvs . The two tvs were detective and they both had pixels and *** and ****** and they always argued with my husband. They both cost $ 2 ***** because he never did free delivery and we lived on ********************************** **********************. We live somewhere different now .we are recovering from covid. Our landlord wouldn't renew our lease and we were homeless for 24 days and lived in a motel room. We are on oxygen. *** never really helped my husband and me and he wouldn't fix the problem and ****** either.Resolution, we want our money back. Thank you

  

  Business Response

  Date: 10/28/2024

  We are sorry to hear that your tv is in need of service. The manufacturer warranties the tv against defects for a period of time after your purchase. If you are still within warranty, please contact them directly and they will let you know how to get the tv repaired. If you are outside of warranty,you are free to contact any tv repair servicer you choose, and they will let you know what it will cost to have the tv repaired.