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

  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:05/14/2024

  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 Magtag Washer *********** on April 9, 2024 from Spencers TV and Appliance at 14302 N Scottsdale Rd. It was delivered as promised on April 10th. The installers broke the valve stem on the cold water outlet to the washer while trying to disconnect the old washer. A temporary fix was achieved to hold the valve stem in place but I had to call a plumber to install a new water valve assembly since the house water had to be shutoff due to the leaking valve. The installers also connected the hot and cold water lines backwards plus they did not properly level the new washer. The plumbers cost was $470.06. I called the store manager, Blake ******* on April 16 and forwarded to him the plumbers invoice along with pictures of the repair. There has been no follow up from the store manager and several e-mails and voice mail messages regarding the status of Spencers covering the repair cost.

  

  Business Response

  Date: 05/15/2024

  While we always hope that a broken valve never happens while
  installing a new appliance, existing valves and plumbing are the responsibility
  of the homeowner. A valve stem is a thick piece of steel that is impossible for
  a person to break when in good working order. Over time, hard water deposits
  build up on those valves and corrode them to the point where they can break
  simply by being turned. Since a valve is designed to be turned, when the
  installer turns the valve with their hand, and it breaks, this is not the
  installer failing, it’s the valve failing, and is not something that is covered
  by Spencer’s. Had the customer turned the valve themselves, the same result
  would have happened, and the customer would still need to get a plumber to
  replace the valve. Again, while we never hope that anything stops working
  during the course of an installation, sometimes things get old or worn out, and
  they do. This is just basic home maintenance, and not a reflection of the
  installer. 

  Customer Answer

  Date: 05/15/2024

  I operate the valve periodically when we are away for more than several days.  I opened the valves without any issues on April 8.  They broke it!!!!

  

  Business Response

  Date: 05/16/2024

  A valve is designed to be turned on and off, and a valve
  breaking while being operated as intended is not a failure on the part of the
  person turning it, but a failure on the part of the valve. Again, a human is
  not strong enough to twist and break the solid steel pin inside a water valve
  that is in good working order. While you mention that you turn the valve from
  time to time, which is great, that only prevents the valve from ceasing up, it
  does not prevent the corrosion that happens over time from being constantly
  exposed to water. The installer turned your valve, and the valve stem gave out.
  This is not negligence, it’s just home maintenance. 

  Customer Answer

  Date: 05/17/2024

  ******

   

  Thank you very much for pursuing my complaint with Spencers.  As an engineer that works in water I am fully aware how valves operate.  They are clueless.

  What Spencers is ignoring is the installers improperly connected the water lines (mixed the hot to the cold and vise versa plus they never leveled the washer.  They were totally incompetent.

  Spencers just lost a customer that has pursed numerous items over the years.

   

  Thank you again.

   

  Richard Sacks

• Initial Complaint

  Date:04/30/2024

  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 purchased a Washer and Dryer on April 28th. Delivery was yesterday April 29th 2024. The salesman told us the difference between the top of the LG washer was the auto dispense of laundry detergent for approximately 18 loads. I tried the washer yesterday after delivery. The suds in the washer caused the laundry to run for 4 hours. I called Spencer's and asked if it could be the water softener and was told yes, and I shouldn't use the auto laundry detergent feature. This feature is the reason we purchased this set. I was told I could not return the washer to purchase the regular LG front loader. Spencers sold us the water softener, and never told us we couldn't use the feature that the salesman sold us on. Any other store allows returns, and we were never told the sale was final. Since we were mislead about a feature we can't use, or return I am filing this complaint.

  

  Business Response

  Date: 05/02/2024

  We are sorry that this customer is having trouble with their
  new washing machine. These LG units absolutely do work when a customer has a
  water softener, it’s an easy to adjust setting that the customer needs to make on
  the machine that reduces the amount of soap used in each cycle. Soft water
  requires far less soap than hard water to have the same effect in a wash cycle,
  so LG included this adjustment in the users manual so the amount of soap
  dispensed can easily be changed. The store manager covered this with the
  customer when they called in with the concern. Additionally, at no time during
  the sale was the existing water softener brought up by the customers, and since
  it has no effect on the usability of the machines, it was not brought up by the
  salesperson either. Finally, Spencer’s is very clear when it comes to our
  return policy, and it is posted in every store. Spencer’s does not take back
  appliances that function as intended, but are not what the customer wanted, or
  the customer changed their mind after getting them installed. These are used
  appliances now, and cannot be re-sold as new. Spencer’s does not advertise or
  imply that we have a “try it for a while and return it if you don’t like it”
  policy, nor do we represent our product as such in the stores. This machine
  works exactly as designed, and with a simple user adjusted setting documented
  in the users manual, it will work wonderfully with any water softener. 

  

  Business Response

  Date: 05/07/2024

  Spencer’s does stand behind the products we sell, and we make
  every effort to ensure that we are selling the best consumer appliances in the
  marketplace. Spencer’s also does not have an all sales final policy, we simply
  do not take back used appliances because the customer changed their mind after
  installation. This customer has perfectly working appliances that have an easy
  to adjust setting in the manual that will save them soap, save them money, and
  make their machines last longer by simply reducing the soap level to account
  for soft water. There is nothing wrong with the appliances other than the
  customer wanting something different after using them. This is not a service
  issue, or a warranty issue, it’s a taste issue, and Spencer’s does not
  advertise or imply that we have a “try it and see if you like it” policy when
  it comes to exchanges, nor do we coach our salespeople to present our products
  in such a way. We recommend that the customer make the soap level adjustment
  that the store manager walked them through over the phone, and the machines will
  wash as expected. 

  Customer Answer

  Date: 05/08/2024

  Spencer's obviously isn't not going to take accountability. We were mislead, or we wouldn't have purchased the Washer and Dryer we were sold. Best Buy and Home Depot have a 2 week return policy. Until now we thought Spencer's was a better company to work with based on $10,000  purchases we made in November.  A simple apology would have gone a long way.

• Initial Complaint

  Date:04/19/2024

  Type:Product 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 husband and I attended a Preferred Customer Sale at the new ********************** Camelback Location on November 7, 2023. We purchased the Whirlpool four-piece appliance bundle they had on special with the understanding that we were to receive a $400 rebate. We actually purchased a refrigerator we didn't need because this was such as "great deal." At checkout, I asked specifically how we get the rebate and our rep said, "I'll take care of that." We never received the promised $400 rebate. I have contacted our Spencer's TV sales person, ***************************** via email on several occasions since then. Twice he has responded with an apology and said he will take care of it. But we still have not received our rebate. I've looked at the ********* website and have searched for a way to escalate this situation to an executive within the company, but I can't find a means to do that. I feel that ****************** and the company misled us to believe we would receive a $400 rebate when purchasing the appliances. And I feel ****************** continues to mislead us by saying he will take care of it but never follows through. This is very disappointing to us as we did spend more than we intended to with the understanding we would receive this rebate. And the fact that we were supposed to be "preferred customers." Please let us know if there is any recourse we can take to get our promised $400 rebate.

  

  Business Response

  Date: 04/24/2024

  This customers rebate issue has been addressed. 

  Customer Answer

  Date: 04/26/2024

  
  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:04/16/2024

  Type:Order 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 was working with ********************* (Sales Representative). **** provided me with an invoice for the price of my water heater, along with the pricing for the installation services of my water heater (to be conducted by a third-party installer). When the third-party installer arrived to install my water heater, the pricing for the installation was significantly higher than the pricing provided on my original invoice from **** at *********. I spoke with **** after the installation to let him know about the price discrepancy between what was on the original invoice and what the third-party installer charged. **** proceeded by providing me with the pricing list that the third-party installer shared with *********. The pricing that the third-party installer shared with **** and ********* is higher than what **** provided on my invoice. Upon reviewing the third-party pricing provided by *********, I can see I was charged the third-party installer's basic rate. When I asked **** why he provided incorrect pricing on my invoice from *********, he shared that the ultimate installation pricing depends on the complexity of the job. I reminded him that since he provided me with the third-party installer's pricing, I had the transparency to see that I was charged the basic rate.Then, **** admitted that he routinely underprices the third-party supplier's installation fees to make the sale. When pressed, **** asserted that he would continue to underprice the third-party installation costs moving forward. Only when the third-party installer arrives will future buyers realize that **** deliberately underrepresents the third-party installer installation costs.

  

  Business Response

  Date: 04/17/2024

  ********* and the customer have worked together and came to a resolution that is acceptable to both parties. We both consider this to be resolved. 

  Customer Answer

  Date: 04/19/2024

  
  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:04/03/2024

  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 9/26/23 purchased Sim Cali King mattress model *****CK, ser #SIM100423AU. 16 cuft freezer was free with mattress. Mattress delivered on 10/10/23. It had to be inspected by *****, Precise Mattress Inspection 10/18/23 due to severe sagging on both outer sides of the mattress and foam hump down the center, from the head to the foot. A new Sim Cali King mattress delivered on 10/24/24 to replace the first defective mattress. On 10/24/2024, we received letter from Spencers. The 1 page letter stating it was normal "impressions will be formed into the mattress" , "but on occasion may continue to get larger" in which case Spences will do another inspection, but a " minimum of 90 days before another inspection can occur". By 11/25/24 sagging again became to occur in the same areas as the first mattress. I called the Spencers Store at ************ to speak with ***** the store manager. I was always told he was with a customer, left a message but no return phone calls. I left messages over a 6 week period, during which time the sagging and holes in the mattress continued to get larger. Due to total hip replacement early 2023 and it had become extremely uncomfortable to sleep on this mattress. I was able to retrieve a sent by Precious Mattress Inspection with ************ as **************** for **********************, is was the Mesa store. However after 9 phone conversations with 6 different individuals, the main contact being ******************* and texting of mattress pictures to ***, between 2/7/24 and 2/26/24, *** did not resolve issue. 2/20/24 I phoned Mesa store. *** returned my call stated, inspection of mattress needed to be done, no idea of date or time of inspection, since the inspection company contacted me on 2/7/2024 and 2/10/2024 but had wrong phone #. "Inspection determines refund". On 2/14/24, *** told me he was waiting to hear back from their ***** nothing about wrong phone #! NO F/U as of COB 2/26/24for inspection. Remove mattress and refund by COB 3/4/24.

  

  Business Response

  Date: 04/04/2024

  We apologize that this mattress is not to your liking. Prior to any kind of replacement, an inspection must be performed, and the mattress must fall outside of the normal expectation for wear. Please contact the store where you made the purchase to be scheduled for a mattress inspection, and they will be able to determine if the mattress is eligible for a refund or exchange.Spencers does not take back or exchange mattresses due to the customer changing their mind about the purchase. We offer our customers plenty of time to try each mattress in the store, and encourage them to take their time making a good decision before finalizing. Used mattresses cannot be re-sold again, so Spencers does not take mattresses back or exchange them without the manufacturer deeming it defective, and approving the exchange and disposal of the old unit. Please contact the store where you made the purchase and they can get you set up for a mattress inspection. 

  Customer Answer

  Date: 04/04/2024

  My response was typed and submitted on 4/4/24, and checked to be reviewed by BBB but ALERT still appears for me to respond.

• Initial Complaint

  Date:04/01/2024

  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 Bosch dishwasher on 10/26/2021 and it was received with front panel having a dent on the front panel. The delivery person said they would tell management and they would schedule a time to come out and replace it. I have call numerous times since then and still not received the front panel. I have spoken to ***** the manager and he always promises to call me back about it but he does not. I simply want the front panel to be replaced. I was told originally that they couldn't get the panel because of COVID. Then it was that they emailed service **** but they never got the email. Then it was that they would have to order the part and then they would call me. It's always some excuse. At this point I want the front panel and a reiumbursement for my time and energy trying to resolve this since 2021.Date of transaction 10/26/2021 Amount paid $558.53 Invoice number EK5797 Invoice under *************** ******** LLC

  

  Business Response

  Date: 04/04/2024

  We were able to source the dishwasher panel, and our service and repair division will be calling the customer to have it installed. We do hope that this alleviates the customers worry about the dishwasher. 

  Customer Answer

  Date: 04/09/2024

  
  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.

  I received a call from Goldwing Appliance this morning that they would be installing the panel but with no advance notice it can not be repaired today. I am waiting to hear back from them so that I can schedule an appointment for the repairs.
  
  Regards,
  
  *********************
  
   

  
  

• Initial Complaint

  Date:04/01/2024

  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.

  I purchased five major appliances from Spencer's TV & Appliance - ***************. for a major kitchen renovation. When ************* was completed last spring and equipment installations began, there were two problems with the ** Combo-Oven (LWC3063_) and of which ********* salesperson was notified immediately!1) One oven rack had protruding metal shelf wires (resolved - they immediately shipped me a replacement) 2)The "Bottom Decorative Trim" as described in Overview Manual (a.k.a. "Metal Bottom Trim" in Quick Install Guide) was MISSING! It is now going on ONE YEAR and despite some efforts by the salesman (shipped on incorrect part, ordered another part that was also incorrect and arrived damaged, contacted ** representative) THE CORRECT PART REMAINS MISSING AND I STILL HAVE A VISIBLE OPEN SPACE BETWEEN *************** AND *************!

  

  Business Response

  Date: 04/04/2024

  We apologize that this ** part has been so tough to get. We have never seen one of these units come out of the box missing parts, so it was likely tossed in the trash by whomever did the install on the wall oven. We were able to place another order with ** for the part, and they gave us an estimated arrival date of 2-3 weeks. We will give you a call to have the part installed once it arrives, and hopefully the part they send us is the correct one, and in good working order. Spencers does not manufacture the appliances,so we do have to rely on the manufacturer to provide parts when we order them.Hopefully all is well with this order, as this would be the third part that we have paid for in hopes of receiving the right one for you. We will be in contact once the part arrives. 

  Customer Answer

  Date: 04/04/2024

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

  Customer Answer

  Date: 05/08/2024

  Hello -
  My original response to the business was that their proposed solution WOULD BE satisfactory and I WOULD consider the complaint resolved IF it procures and installs the missing part. As neither of these has happened to date, please restore complaint status to OPEN (as it should never have been closed having not met conditions of acceptance)!
   It is now 4 weeks since their response estimate of 2-3 weeks - FOR OVER ONE YEAR I have been repeatedly advised that "we have ordered the part and will let you know as soon as it arrives and will can schedule installation".
  My desired resolution remains as before to procure and install missing part, but with the following additional conditions.
  1) SINCE I HAVE HEARD THE SAME STORY OVER AND OVER SINCE MARCH 2023, SPENCERS WILL NOW PROVIDE DEMONSTRATE THEIR EFFORTS TO RESOLVE BY PROVIDING WEEKLY STATUS UPDATES (with order number, vendor, contact name, shipping method/tracking number, scheduled delivery, etc.) to customer and ********************
  ** IF THIS IS NOT COMPLETELY RESOLVED BY MAY 31, 2024, SPENCERS WILL REMOVE THE DEFICIENT OVEN AND INSTALL AN IDENTICAL AND COMPLETE  REPLACEMENT  AT THEIR EXPENSE.
  
  Thank you for your assistance in this matter.

  

  Business Response

  Date: 05/15/2024

  This product was delivered new in a box, with the factory straps still in place. The part in question was inside that box, though it is sometimes hard to notice in the packaging, and was either thrown away on accident by the customer or by the person that they hired to install the oven.This is not the fault of Spencers, though as a gesture of goodwill we have been trying to help the customer by ordering the part from *** One part did arrive already, and we sent drivers out at our own expense just to find that the part ** sent us was in fact the wrong one. After all of this effort, it is disappointing to see a list of demands from the customer now that our goodwill is taking longer than they would like. We dont have any control over how fast a part is made and shipped to us, and we cannot provide constant updates or tracking information, since the orders are made in bulk, and several parts come in each time. However, the place we ordered from is called *******, and we do believe that the part should be here this week. If the customer is still dissatisfied with the timeline, we apologize, but we will not be replacing the oven due to a part that the customer or their installer misplaced. They can always attempt to purchase the part on their own, and have their installer put it on if they wish, though we do hope that the customer reconsiders their stance on this issue, and waits for our call once the part arrives, which we hope to be here this week.  

• Initial Complaint

  Date:03/30/2024

  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.

  I purchased an ** refrigerator in July of 2023 and it was delivered in Aug of 2023, with a damaged door and a dent on the side. I was refunded $200 for the side dent. ********* stated they would order a new door. The door took until March of 2024 to come in and ********* sent a repair person to install it. The tech cut the water lines to the ice and water and then realized the door was not **************. He left stating his manager would contact me about next steps to fix and replace the door. It has now been 2 weeks, multiple calls to ********* and no one will give any resolution. I am told a manager will call me and no one does . I now have a refrigerator with no water, no ice and a dent.

  

  Business Response

  Date: 04/04/2024

  In replacing a dispenser door there is a fitting that requires the line to be severed in order to remove the old door and replace it.This is completely normal, and part of the door change process. The service center has an appointment with this customer today, and we do believe that everything will be resolved after that appointment. 

• Initial Complaint

  Date:03/26/2024

  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 brand new appliances from Spencers tv and appliance. Washer dryer and two refrigerators. One of the new side by side refrigerators is dented upon delivery. The installer said it will be replaced yet Spencers wont honor the replacement.

  

  Business Response

  Date: 03/28/2024

  At the time of delivery, there was a dime size dent on the freezer door for the customers garage fridge, and the customer agreed to a damage allowance and ordering another door. This was reiterated by the store manager at the location where the purchase was made when the customer came in to discus the issue. ********************** does not replace entire appliances for minor cosmetic issues, instead the part itself is replaced. This would be the same as replacing a scratched panel on a new car vs replacing the entire car, or sending out another silverware rack rather than replacing an entire dishwasher for an issue with the rack. The customer has a fully functional refrigerator that simply has a small ding that can be addressed with a new door. Since the customer agreed to keep it at the time of delivery, and the refrigerator is now used at the point where they changed their mind about replacing the door,Spencers cannot take it back and provide a new one. The offer still stands however to replace that door for the customer, all they need to do is contact the store where the purchase was made to finalize. 

• Initial Complaint

  Date:03/16/2024

  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.

  I had a new dishwasher delivered and installed today and after they left, I noticed that the bottom left side of the unit had two slight dents. I called almost immediately, within hours of the install to tell them that I noticed it, and I asked them to replace it with an item that was not blemished. I was told the best they could do was order me a new door and come and put the new door on which I found completely unacceptable to have to switch a door out on a unit that I have not even had a chance to operate. The manager went on to explain that its much more precarious for them to have to remove it and install a new one and I would risk having floor damage or cabinet damage and Im better off keeping the unit as is with the door replacement rather than take another risk, which might include floor damage. Like what the heck!!! There were absolutely no apologies either. It was simply be glad that we are switching out the door to the unit and by the way, there will be no cost to you! I expect to have a new unit delivered and a timely fashion to replace the blemished unit that they installed. I will settle for nothing less.

  

  Business Response

  Date: 03/26/2024

  We apologize that the dishwasher arrived with a small blemish on the door. Spencers does not replace entire appliances for small blemishes that can be addressed by replacing a single part, especially a door that comes off and on in seconds. This would be the equivalent to finding a ding on a new car after driving off the lot and asking for a whole new car rather than allowing them to replace a single part. Had there been a functionality issue, or the machine did not work when installed, or did not power up at all, that would lend itself to replacing the entire appliance, but in the case of a door, a refrigerator bin, a kick plate, etc, we do not replace a fully functional machine that only needs a cosmetic part. Please contact the store where you made the purchase, and they will address the door replacement for you.