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 has 16 locations, listed below.

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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

  
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  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:11/27/2023

  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.

  Purchased a complete kitchen and had it installed on July 6th. Found out they installed the wrong nozzles for the gas range, keeping nozzles for natural gas instead of changing for propane. ********* staff said it was unsafe to use with the wrong nozzles. They also did not check that it was operating properly when installing it and put on the wrong leg. After 4 1/2 months, the oven still does not work and the leg is still wrong. At least 10 visits to the store to get this rectified as well as multiple 3-hour trips to meet with repair people. ********* repair people did not show up twice. We set up the local gas company to replace the nozzles, which they did. However, they could not fix the oven because they said the wrong nozzles caused a part to burn out in the oven. The manufacturer said they will not cover the repair because it was caused by the improper installation. So as of 11/27, we have an oven that hasn't worked and a wrong leg still on the unit.

  

  Business Response

  Date: 12/01/2023

  The store manager reached out to this customer and they arrived at a resolution that is acceptable to both parties. 

  Customer Answer

  Date: 12/02/2023

  
  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:10/24/2023

  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 bought new appliances in February 2022 including a refrigerator, washer/dryer, and dishwasher. We had issues with the delivery (dishwasher arrived dented and took weeks to get a new one) and now the refrigerator and washer/dryer have broken within the last month. We spent $400 on a four year service contract/warranty and were able to get the refrigerator repaired in 2 days but have now been THREE weeks without our washer/dryer. The service company ********* contracted would not schedule an appointment for ten days while they "waited on information" and when a repairman finally came he was unable to fix our washer and ended up breaking another part of the washer/dryer tower. We have tried to work with ********* to get this resolved but they are unwilling to assist. While we understand they contract out the service, we bought the service agreementfrom them. We gave ********* an additional $400 and expect them to help us get this fixed. We are a family with two children under two and not having a washer/dryer is a huge inconvenience. Additionally, it is ridiculous thatappliances less than two years old have alreadyfailed!

  

  Business Response

  Date: 10/27/2023

  We apologize that this consumer is having to wait for their laundry unit to be repaired. The technician is scheduled to return to complete the work on 10/27/2023, and has the needed parts to finish up the repair at that time. Generally speaking, a few week turnaround on an appliance repair is fairly quick, as most manufacturers have slowed down production of replacement parts, so they can take a lot longer in some cases to arrive. While we understand it can be frustrating for a family to have a down appliance for even one day, but when compared to the average time for an appliance repair to be completed, three weeks is on the quicker side of the scale. Hopefully after todays repair, the customer can get right back to using their appliance as expected. 

  Customer Answer

  Date: 10/28/2023

  No one has been to fix our washer so this is not resolved. We were told yesterday, 10/27 that they could schedule ** for service today, 10/28 and that we would get our service window between 7-9am this morning. We never heard anything so when we called the office we were told our window was *****. At 12:05 when no one had arrived we called again and were told that no one was coming. 

  When a technician was out to service our refrigerator, he looked at the washer and diagnosed the problem and told us to file a ticket, parts would be overnighted, and it should be fixed within a few days. It has been FOUR weeks with us spending HOURS on the phone. 

  

  Business Response

  Date: 11/07/2023

  Servicing an appliance is not always a quick process, and a few weeks for a repair is well within the range of normal, as some parts can take a lot longer to source from the manufacturer. Filing a complaint with the BBB does not alter the processes and policies of Spencers tv and Appliance, nor does it speed up the process. All manufacturer warranties are service and repair warranties, not replacement warranties, and nowhere does Spencers or the manufacturer of the appliance advertise or imply otherwise. Upon looking into this customers repair, it appears that the needed part was replaced on Friday ****, and the technician tested the unit to confirm it was operating within manufacturer specs. We do hope that this machine has no further service issues,and that the customer can get back to doing laundry as normal.

• Initial Complaint

  Date:10/21/2023

  Type:Delivery 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.

  The delivery person flossed our kitchen since he would not wait for the water to be turned off. They scraped our cabinet in the installation and we are missing a snap on drawer and no one had replied back in 4 days.

  

  Business Response

  Date: 10/27/2023

  We apologize that this consumer is having such a tough time with their delivery. The owner of the delivery company is reaching out to them directly to take a look at that damage, and we do hope that the customer can get back to using their refrigerator as expected. 

• Initial Complaint

  Date:09/27/2023

  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 husband and I purchased all new appliances in December 2022 and were delivered in January 2023. The refrigerator was damaged. We contacted both the salesman and the store manager and were told we could not return the refrigerator. After many upsetting conversations, we agreed to take an extended warranty and they would replace the refrigerator door in exchange for the damage. We are still waiting for the door to be replaced after 2 failed attempts to deliver damaged doors. I have been contacting the store manager numerous times trying to get this resolved and he has now stopped responding. I have spoken to the corporate office and received a few calls back but when asked if I wanted to talk to the general manager of the area, no response has come. Its been now 9 months later and I still have a damaged refrigerator and all responses from Spencers has stopped. I would like to see this issue resolved. I believe waiting 9 months is ridiculous. I was sold a damaged item and no one there will make it right.

  

  Business Response

  Date: 09/29/2023

  Spencers and the customer have worked out a solution that is amicable to both parties. 

  Customer Answer

  Date: 09/29/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. ********************** refunded $400 and agreed on a 4 year warranty on the damaged item. I have accepted this agreement and consider this matter closed. 
  
  Regards,
  
  *******************************
  
   
  

• Initial Complaint

  Date:09/15/2023

  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 set of appliances 10/22. the refrigerator was delivered with a broken ice maker door. I had to file a complaint with the BBB to get any action. Approx 4/23 they scheduled a repair man to come replace the ice maker door. He showed up with a new refrigerator L front door and a shelf for the freezer. The repair person told me he had the wrong parts and would order the correct part. Today 9/15/23 I contacted Spencers again to be told that I have to go through Goldstar. I was told that they would have to send another repair person on 9/28 to look at the broken part and order the correct part. I originally sent them pictures, video, and part numbers and still they can't get it correct. the entire ice tray, DA97-21040A, is $135 and I am going to use now 3 days of vacation to get it fixed.

  

  Business Response

  Date: 09/19/2023

  We apologize that the customer is having such a hard time with their repair. After talking to the service manager for ********, he informed me that the customer is scheduled for **** and it looks like they already have the part they need to wrap this one up. We hope the appointment goes well, and that the customer can get back to using their ********************** as expected. 

• Initial Complaint

  Date:09/07/2023

  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 August 20th 2023 I purchased a washer and dryer set from ********* the dryer did not work properly after waiting 9 days they sent a repairman out the problem was not solved I contacted ********* to try to get an exchange or replacement they said they have a no return policy they will not change exchange it they will not replace it and I have a dryer that does not work that I just purchased not even 3 weeks ago and I'm just left hanging with no resolution this is not a good business practice I just spent over $1,000 and I have to go to a laundromat it never worked from the day they delivered it to my home I called that night to let them know the dryer wasn't working right and patiently waited 9 days for them to send a repairman out and the problem is still not solved I even offered to exchange it at my own expense and pay to upgrade to get a different brand or a different set and was told repeatedly they have a no return policy so what do you do when you purchase something new from appliance store and it doesn't function and the repairman couldn't fix it so I'm just left with a dryer that doesn't work that I just bought brand new out of box

  

  Business Response

  Date: 09/12/2023

  We apologize that this customer is having trouble with their dryer. Our records show that the customer had a ** service technician on ******* the issue was resolved 2 days later on 9-9 due to the fact that the ** repair person was unable to repair the dryer. Spencers complete return policy can be found on our website, and is also posted in all of our store locations. 

• Initial Complaint

  Date:09/01/2023

  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.

  **Issue:** I purchased a ** brand washing machine in 2020 from *******, along with a 4-year warranty. When my washing machine stopped working, I contacted the warranty company. After two weeks, they arrived and indicated the need to order a part. Once the part arrived, a technician came after two weeks to fix it, but the machine still didn't work. Now, the technician has to order 3 more parts, and I'll have to wait another week for the repair. I'm frustrated because the customer service at the store where I bought it (*******) wasn't helpful. I regret my decision to purchase the ** brand from *******.

  

  Business Response

  Date: 09/05/2023

  We apologize that you are having trouble with your washing machine. While repairs can be frustrating, sometimes it can take a couple visits to get the unit working again. In this case, its a great thing that you have that extended warranty, especially with the number of parts being ordered. That would have been quite an expense, but thankfully it is covered under your warranty.Once those parts arrive, we look forward to coming back out and getting your machine up and running again. 

• Initial Complaint

  Date:08/29/2023

  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.

  Upon delivery of our refrigerator the door was damaged, Spencer’s ordered a new one. 4 months later it was delivered, now the doors do not line up. Tech has been out and states nothing he can do. Our ice maker stopped working, tech came out and said couldn’t see the issue. Next fan went out and have been without an ice maker for months. Called Spencer’s since there has been issues since delivery and asked to exchange it or even upgrade. Was told they would not do anything. Explained the issues and still refused. On their own website it states they would exchange if there are issues but are refusing. The refrigerator is just over a year old and now conveniently out of warranty. All of these issues happened from day on and within the warranty time frame.

  

  Business Response

  Date: 08/31/2023

  We are sorry to hear that you are having trouble with your
  refrigerator. The manufacturer covers all warrantied repairs for the first year
  of ownership, and Spencer’s does not take back, exchange, or replace appliances
  in lieu of the manufacturer’s warranty. It is our recommendation that you reach
  out to the manufacturer of the appliance if you believe that these service
  issues have been ongoing and not resolved. They will be able to pull up your
  specific service history, and see if the problem recurred during the warranty
  timeframe on the repair, and if it did fail again quickly thereafter, they will
  address it. Having a couple minor repairs on an appliance is not that uncommon,
  and the manufacturers keep all of your service history on file, so they will
  easily be able to see if additional covered repairs are justified. 

  Customer Answer

  Date: 08/31/2023

  Spencer’s own website states you would exchange it and are now not doing that. You are putting the blame on the manufacturer and not standing by the product you sold. We have used the company Goldwing per your warranty-repair through Spencer’s. It is beyond frustrating that Spencer’s continuously shifts the blame and the customer is the one pays the price.

  

  Business Response

  Date: 09/01/2023

  Spencer’s is not a manufacturer, we are a retailer, and as
  such the responsibility for making repairs during the manufacturer’s warranty
  period rests with the manufacturer. Spencer’s does not take back, exchange, or
  replace appliances in lieu of the manufacturer’s warranty, and nowhere on our
  website does it say that we will do that. Most appliances come with a one year
  warranty for parts and labor from the manufacturer, and retailers like Spencer’s
  also offer extended warranties, because sometimes there can be repairs that pop
  up after the manufacturer’s warranty has expired. If you did not extend your
  warranty at the time of purchase, and decided to go with the standard warranty,
  the only entity that can grant you additional repairs for free would be the
  manufacturer. Spencer’s cannot step in and solve a manufacturer repair issue
  without authorization from the manufacturer, and in our experience it’s better
  for the customer to make that phone call than the retailer. Manufacturers are
  used to retailers calling and asking for things for their customers, and
  generally they deny our requests for additional repairs beyond the manufacturer’s
  warranty. However, when the customer calls, they tend to provide more
  solutions, which can include anything from covering repairs beyond the warranty
  period, to exchanging the unit if it is deemed unrepairable. At this point, the
  best course of action would be to call the manufacturer, and have that
  conversation. If they give you a concession on the repair that you need beyond
  the warranty period, you will be able to get that unit fixed, even though your
  warranty has expired. Again this is up to the manufacturer, so you would need
  to give them a call to get that process started.    

  Customer Answer

  Date: 09/06/2023

  Once again the issues started upon delivery and Spencer’s was notified immediately. This was well within the year and we contacted you as well as the manufacturer. From your own website I attached what it states and which was not honored.

• Initial Complaint

  Date:08/28/2023

  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 bought a new fridge from *********, and it has a lifetime warranty. The ice maker in the fridge broke. Spencers connected me to the warranty company - Gold Wing. Then, Gold Wing connected me with Centurion - the company that was actually supposed to come out and fix the ice maker in the fridge. The one time he actually did show up, he replaced one part instead of both. The ice maker still did not work, and when my wife tried to contact him, he pretended that he didn't know who was contacting him. Since then, the guy at Centurion has failed to show up and fix the fridge about two or three times. Gold Wing doesn't even pick up when my wife tries to call. It's become impossible to get the ice maker fixed. It's been almost a month. Both of these companies are supposed to be fulfilling any repairs that need to be made under my warranty, and both have neglected to do so. Gold Wing doesn't even pick up the phone anymore. ********* is the company selling these warranties, and they don't seem to know what they are selling. It has been a wild *********** trying to get the ice maker in my fridge fixed. After a month, it's still not done. This is ridiculous. ********* needs to do a better job of finding companies to cover warranty work. I'm very disappointed.

  

  Business Response

  Date: 08/31/2023

  We apologize that you are having trouble with your refrigerator. We reached out to the service center and they let us know that the repairs were finished up yesterday, and that the machine is working as expected. Should something change please give us a call. 

  Customer Answer

  Date: 08/31/2023

  
  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:08/28/2023

  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 bought a refrigerator from ********* May 1, 2023 when delivered the appliance came damaged and defective. My salesman (*****) offered to refund me minimal funds after a not so great conversation but I declined and the damages were way over what he was offering. Upon speaking with ***** he stated there was nothing else that could be done. Of course at this time I was frustrated as I had paid around ***** after installation, warranty and taxes for a damaged fridge and I felt he wasn't trying to do anything to improve the situation. When speaking to other salesman's i got a quote that was $720 less than what I originally paid due to the fact that we ended the conversation in not the best terms and was told to figure it out myself and see if I could get that same fridge through someone else. That's when ***** reached out and tried to resolve the matter and agreed he would match the quote and replace the fridge. Upon the arrival of the second fridge which was about a month later it also came with damages worse then the initial refrigerator therefore they left me with the prior damaged fridge. After back and forth conversations with ***** since July 19, 2023 I agreed to accept a damage refund as well as the quote difference that I had still not received on August 16, 2023 as I was fed up with the lack of communication and thought it was easier and I would settle. I was told both refunds were to be processed Thursday August 17, 2023 and I should receive the funds within 3-5 business days. To this day August 28, 2023 I have yet to receive them nor has the refund been processed. When reaching out to *** which I was told could help as ***** has been a nightmare to get a hold of and never responds I was told by *** the manager at Mesa location that there was nothing he could do and I had to wait until ***** returned to process the refund. When I asked to speak to someone of higher authority as I felt I have been patient and have waited long enough with no movement of my funds nor any communication he stated there was no one else who could process the refund. I then proceeded to ask for ****** boss to see if he could help in any way and was given a name (****) and the store number which was the one *** and ***** worked out of that I had called. I questioned him as to when **** would be available to speak or at the store and was told he did not know as he does not usually come to the stores as he has other obligations to take care of. *** then proceeded to hang up on me.

  

  Business Response

  Date: 08/31/2023

  We apologize that this refund is taking so much time to process. We followed up with the manager involved and he informed us that the refund was processed on Tuesday evening, about 630pm, and you should see the refund post in around 3-5 business days.  Thank you, and we hope that you enjoy your refrigerator for a very long time.