Complaints

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

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  Spencer's TV & Appliance

  17500 S 40th St Chandler, AZ 85226-2572

  
• 

  Spencer's TV & Appliance

  525 W 21st St Tempe, AZ 85282-2027

  
• 

  Spencer's TV & Appliance

  13800 W Mcdowell Rd Goodyear, AZ 85395-2637

  
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  Spencer's TV & Appliance

  13820 N Tatum Blvd Phoenix, AZ 85032-5534

  
• 

  Spencer's TV & Appliance

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

  

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

• Initial Complaint

  Date:08/25/2023

  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.

  I purchased a 4 appliance ** bundle and was given 2 papers to complete on line for a $300 and $200 rebate. I was assured by the salesperson I would receive $500 in rebates. I submitted the documents and received a response from ** stating the $300 rebate should have been applied at the point of sale. When the salesperson was contacted he told me he would have to contact ** and get back to me. He didn't get back so I called him. He stated he had made a mistake and was sorry. I don't believe I should have to pay for his mistake and would like the $300 returned to me.

  

  Business Response

  Date: 08/31/2023

  We have reached out to the customer, and together we have arrived at a solution that is acceptable to both parties. 

  Customer Answer

  Date: 09/01/2023

  
  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:08/22/2023

  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 5/16/23, I had a refrigerator delivered from *********. Part of the delivery was for the workers to remove the old one. The delivery men did not use a pad to protect the edge of the tile step from the kitchen up to the entry while using a dolly to move the refrigerator. I stood on a chair to hold a pendant lamp out of the way for them but when moving the refrigerator up the step, they broke a 3" piece of tile. There is a sliver left that fits on top but part was crushed and the tile underneath is dark and the broken tile is in the main area of our house, very noticeable and visible. When this happened, I spoke with the owner of the delivery company, *****, and texted him photos. I also texted photos to *****, the salesperson at ********* who had sold me the refrigerator and set up delivery. ***** never replied. ***** came out to see the tile. I am a single mom with 2 jobs yet I was the one taking time to go to Floor and Decor and look online, contact contractors and tile brokers to see about a matching tile. I did not have extra and our house had been remodeled 8 years ago prior to our purchasing it and moving in. I texted ***** on 5/25 that I was unable to locate the tile. Still had not heard from *********- not the salesperson or anyone in management. On 6/15 I went into *********. No manager was present but a salesperson had me text him photos of the damage and promised to share with a manager. No one contacted me after this visit. I texted again 6/19 and 7/1. Still no reply from a manager. I texted ***** that I could not locate the tile on 7/1 and again on 7/17, 7/19, 7/22, 7/25, 7/27. A tile guy was supposed to come look at the damage. He cancelled through ***** on 7/27. On 8/4 I texted ***** again, 8/10, and 8/16. While responsive, ***** never was able to have someone come to fix the tile. ********* was called again 7/12- told by salesperson Director of Operations would call. No one did. Also called 7/29 and 8/13. No call back.

  

  Business Response

  Date: 08/31/2023

  We are working with the customer to get this resolved, and we have an appointment set for next week to address the tile. We look forward to getting this wrapped up. 

• Initial Complaint

  Date:08/14/2023

  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 5/11/23 I went into the store to purchase a washer/dryer set. It was a wonderful experience, initially. ****** was so nice and helpful.
  When I went in, I explained I needed a unit delivered same or next day. I purchased one (and also a water softener because of how nice he was).
  The next day, the delivery drivers came to install my new unit. As they were bringing it in, they gashed my BRAND NEW-build door frame.
  They proceeded to tell me that they couldn't install the unit and I needed special hoses. They left before I got off the phone with ****** to explain what was happening.
  I went out THAT DAY and bought hoses. (5/12) I attempted to call ****** twice. He told me they had already gone home for the day by the time he called me back (three hours later). This was late afternoon on a Friday.
  The next day, new delivery drivers show up to install the unit. While they are there, another unit is being installed. The SAME unit from a different store. Their drivers installed their version of the unit with NO SPECIAL HOSES required.
  ****** refused to take back the washer/dryer unit that I WANTED the day before (the 12th) and attempted to have installed numerous times. It's not that I didn't want it, it's that all of his services fell through in the time frame I initially gave him.
  He gaslit me. Apologized to me for my own feelings. Told me he would take care of the door frame (then proceeded to tell my Aunt that he didn't know what she was talking about when she brought it up to him), charged me a 25% restock fee for a unit I WANTED but he failed to have installed properly, refused to let me or my aunt talk to someone above him, and charged me for both delivery attempts. He then tried to sell my aunt the water softener I cancelled!
  I am a single mother, elementary school teacher who took days off of work for this unit.
  His treatment is despicable. I am appalled at how my situation was handled and utterly DISRESPECTED.
  This company should be ashamed.

  

  Business Response

  Date: 08/15/2023

  This customer has a narrow area where their unitized laundry
  was to be installed, without access on the sides to connect standard length
  hoses. In rare cases like this, longer hoses are needed to make the connections
  before pushing the machine back in place. Longer hoses are also needed to be
  able to see and ensure that the connections are water tight before moving the
  unit back. Due to this very minor issue with the customer’s home, which could have
  been solved the following day by the drivers installing longer hoses, the
  customer chose to cancel their entire order and purchase elsewhere. This unit
  was already in the home and opened, and since there was nothing wrong with the
  unit other than the customer not wanting to wait one day to solve the unforeseen
  hose issue, there was a restocking fee assessed on the invoice to cover the
  cost of selling that unit as used, and two delivery trip fees because the
  customer had Spencer’s deliver one day, and pick up the next. Had the customer not
  decided to return the unit, Spencer’s would have came back the very next day to
  install longer hoses that the customer purchased, however the customer did not
  wish to go that route. The customer proceeded with the return, which was picked
  up by Spencer’s literally at the same time that another company was delivering
  the same unit. This was a series of decisions entirely directed by the
  customer, and as such the customer is responsible for the costs of returning
  the machine and re-selling it.    

  Customer Answer

  Date: 08/17/2023

  I went out and bought the hoses THAT DAY. ****** failed to return my call in a timely manner and send someone back out. Not my fault.

  Home Depot installed the same unit the next day with NO SPECIAL HOSES. Your guys could have done it, too, then when they were out. Not my fault. Again, The longer hoses were not needed. If your guys could have figured that out, it would have been installed Friday (when I wanted it).

  Your guys gashed my brand new door frame. Not my fault.

  You failed to have the unit properly installed and in a timely manner.

  You failed to fix the gash in my door frame that your employees caused.

  You failed to have a reasonable conversation on the phone.

  The drivers were there the second time not to pick up the unit, but to attempt to install it with the new hoses that were not even necessary! I didn't know home depot was going to be there, that was a happy surprise. I am not responsible for your employees' lack of ability to properly install their units. Had they done it on Friday, when i scheduled for, we wouldn't be in this situation.

  Home depot got it done NO SPECIAL HOSES and no gashes in my door frame.

  

  Business Response

  Date: 08/22/2023

  The reason that longer hoses are needed on some washing
  machines in narrow cubbies is so the installers can make the connections while
  the unit is pulled out, and it’s also so they can verify that the connections
  are not leaking before pushing the unit back. This is difficult to do when you
  can’t really see what is going on back there with shorter hoses, and in order
  to ensure that your home does not experience a water leak, the installers will
  not install if they can’t verify that the connections are leak free. We do hope
  that the other company was able to ensure that there were no slow dripping
  leaks from those connections, though again it can be very difficult with shorter
  hoses, and not every company will be as thorough with their connections. Our
  installers put in hundreds of appliances every day, and on your particular delivery,
  they actually chose to make less on that stop to ensure that your machine would
  be set up properly, that it would be leak free, and with the right hoses. The
  second trip back to your home would have been at no charge, meaning it would
  have been better for them just to hook it up quickly with the short hoses and
  leave. However, since that is not the right way to do it, they did not. We are
  sorry that things went the way they did with your washing machine, though we do
  hope the one you have lasts a long time. 

  Customer Answer

  Date: 08/25/2023

  You're not hearing me. the longer hoses WERE NOT NECESSARY. they were not needed. they could have done it on friday when they were here the first time, had they persisted. This is not on me. I would have taken the unit on friday, had they been able to set it up. I agreed to have a unit on friday, and they failed to deliver. literally.

  And you still havent addressed the gash in my brand new door frame that your people created.

• Initial Complaint

  Date:08/01/2023

  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.

  Purchased a washing machine 6/3/2020. contacted warranty company on 6/14/2023 as i am having issues with it reading ub and ur on it. They sent someone out to fix it on 6/28/2023. They needed parts. They said 14 business days and the parts will be in. Waited 17 business days and was told that it was on back order. here we are 8/1/2023 called today and they still don't have any answers for me.

  

  Business Response

  Date: 08/03/2023

  The repair company reached out to the manufacturer on behalf of the customer and a resolution was reached on how to handle this service call. The customer has already been notified of this resolution, and we are all moving forward. 

• Initial Complaint

  Date:07/27/2023

  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.

  Issue: Repair to refrigerator purchased May 2020 for $1459.93, with warranty for $189.00 (5 year), both paid up front. Of note: previous purchases at Spencers include ** stove ($1,500), GE stove ($1,092, which needed service still to be resolved), and most recently (2023) purchase of a dishwasher ($1,000). A level of confidence in Spencers that warrant consideration for a confident (loyal?) customer.The refrigerator: December 2022 - A work order in to replace faulty ice maker (inoperable) January 2023 - Replaced ice maker, failed to work March 2023 - ordered new door May-June 2023 - new door arrived damaged, ordered new door July 2023 - new door arrived damaged To date, 27 July 2023 - no new door, no ice maker ***************************** (wife) has called the store several times during this 6 month period, has hosted repair persons in our home several times, all while caring for a disabled ********, a nearly full time endeavor which involves adjusting critical scheduling conflicts. She was referred to warranty staff to (obviously) no avail. She was at **** end and asked for help from her husband, *************************, who is submitting this complaint for her.******************** called the week of July 17 to speak specifically with the ******* store manager, left a message and was told the manager would return the call that day. After waiting for a return call, ******************** called again and spoke directly with the manager on 21 July. The two had a conversation at the end of which the manager would look into the issue and would call back on Tuesday, July 25, 2023. He did not.. In his conversation with the Manager ******************** asked about possibly trading out a store floor model for our defective refrigerator, which the manager rejected as out of the question for a company like Spencers with its scale and volume of business. Spencers could not possibly replace every defective product in such a manner. A difficult point for a singular customer to counter.

  

  Business Response

  Date: 08/01/2023

  We apologize that the manufacturer has continued to send ** damaged doors. When replacement doors are ordered, they are made and sent by the manufacturer, and unfortunately we have no control over how they package and send them, which sometimes does result in discovering damage upon opening the packaging. After reaching out to the manager at the service company, the replacement door arrived over the weekend, and they will be calling to get that scheduled for installation. We do hope that this door is in better shape, and that you can enjoy using the ice from your refrigerator very soon. 

  Customer Answer

  Date: 08/01/2023

  
  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:07/24/2023

  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.

  My wife and I purchased a Frigidaire Gallery range from Spencer's tv and Appliances in January 6th 2022 with a 4year extended warranty. It broke down (April 2023) while still under warranty. We used the warranty company ********* listed as the authorized warranty company who sent the repair to Goldwing Appliance Factory repair person determined the bad parts (May 16th 2023). The repair technician could not tell me how long it would take to get parts but would have them ordered. I have been calling every week for over 2 months trying to get an update and just keep getting told that their is no ETA and no way to track the parts.

  

  Business Response

  Date: 07/27/2023

  We apologize that it is taking so long to get the needed parts from the manufacturer. Spencers reached out to Goldwing to ask that they make another attempt at sourcing the part other than waiting for the manufacturer to produce it. After exhausting all factory certified parts houses, the part has been put on order (another order on top of the existing order) to see if it will come in faster. This order is through a parts house,but they are still sourcing it from the manufacturer because none of the parts houses have this particular item in stock, so it can still take a couple weeks for the manufacturer to send it. Additionally, the manufacturer cant provide any tracking numbers, as the wait time is more about them sending it than about it making its way through the mail. Once its shipped, it will only be a couple days until we have it, so at the time they can release a tracking number, the majority of the wait time will already be in the past. The manager at Goldwing has also reached out to the manufacturer to ask them to ship the part as quickly as possible. Once that final part does arrive, which is the last part needed to complete the repair, ******** will contact the customer that same day to schedule the follow up visit, and complete the repair. We hope that the part is sent quickly by the manufacturer, and that we can all move forward with this repair. 

• Initial Complaint

  Date:07/19/2023

  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 May 17, 2023 I purchased 2 kitchen packages ($10,000+). One for delivery to my home and the other to a home I'm currently rehabbing. The delivery to investment home at ************************************************* occurred on June 5,2023. During the delivery the refrigerator ($2,299.99) was damaged by the delivery team who also reported the damage to the store where I purchased. Upon contacting the sales person for my order the same day as the damage, I was given the option of having replacement doors installed. I accepted the option and was told a date could not be given as to when delivery would occur but I would receive a call once delivery could be made. As requested, I emailed the sales person pictures of the damage to all 4 doors done by the delivery team. On July 18,2023 I contacted the sales person to inquire when delivery would occur and I was told the replacement doors are on backorder and delivery ETA was now 14 weeks. I then asked to have a replacement refrigerator as I likely would not own the home in 14 weeks. And I was told by the sales person for my order "Unfortunately, we cannot do that."I would like ********* Appliance to stand by their 'Damaged Products' policy noted on their web site that "Product(s) damaged during shipping are eligible for exchange at no charge to you." and replace the damaged refrigerator within a reasonable timeframe.

  

  Business Response

  Date: 07/25/2023

  Spencers has a very narrow window to exchange an appliance that has cosmetic damage, and generally solves cosmetic issues by ordering replacement parts, like in the case of doors, bins, shelves, etc. In this case, the doors were ordered for the customer, and even if they were to come in after the house has sold, we would still put them on that same refrigerator once they arrive.The manufacturer sets the timeline when it comes to replacement parts, though once they are in, they will be installed, and whether that is in this customers home, or the home of the person that the home is sold to, the order will still be honored. We do hope they arrive quickly, and we look forward to installing them once they do. 

• Initial Complaint

  Date:07/04/2023

  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.

  My husband bought a 2 50" inch tvs and they were located in **** *******. It was on ********** and country **** and that was in **** *******. And the tvs were **** and one was sharp and they didn't work correctly. We paid $ 1,2000for both of th them . The pictures on the ** faded and the pictures didn't look at all. We want our money back. Because the ************* and ****** were very rude too us and wanted our tvs too have better pixels. We are recovering from covid and we are on oxygen and we are on social security.Resolution, we want our money back. Or two new 55" inch ** flat screens. Thank you.

  

  Business Response

  Date: 07/14/2023

  We apologize that you are having a service issue with your television. Both of your televisions have a warranty from the manufacturer, and they are the responsible party for ensuring that your television works properly during that warranty period. All you would need to do is place a phone call to the manufacturer, and they can send out an authorized service technician to make the needed repairs. Spencers does not take **************, or replace product in lieu of the manufacturers warranty, and though Spencers apologizes and will follow up with the two employees that you named for being rude, that does not mean Spencers is now responsible for the service issue that you are experiencing. Please call the manufacturer to set up warranty service, and they will ensure that a technician gets your tv working to spec. 

• Initial Complaint

  Date:05/14/2023

  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.

  we purchased a Kitchenaid dishwasher from ********* Appliances. It broke down while still under warranty. We used the company Spencers listed as the authorized warranty company, Goldwing Appliance **************** *********** repair person determined the bad parts. He could not tell ** how long it would take to get parts but would have them ordered. This was March 11. I called on March 20 to see if I could get an eta on parts. No eta. Called March 24, no eta asked for return call. No call back. Called on April 29 and was told the parts were due in April 3. Called April 5 and was told there is no eta. Asked to speak to someone who could track parts and requested call back. no call back. Called April 19 spoke to ******, no eta. Called April 25 left message for return call, no call back. called April 26 got the recording and told to call back. Sent email to on April 26. Called April 28 and was told the parts were in. Scheduled repair for May 12. They called May 11 to cancel service due to car accident. Was told the next available appointment was June 2. Asked to speak to a manager or supervisor. Was told ***** would have my request on his desk. Three days later no return call. we are very frustrated and have never experienced such poor service. Our dishwasher still needs repaired. My husband went to the ******* store where we purchased the dishwasher. They could not help **

  

  Business Response

  Date: 05/17/2023

  After working with the manager at Goldwing, he has reported that the customer is scheduled for their repair on 5/18. Their parts arrived to the facility a couple days prior, and we do hope that this solves the customers issue with their dishwasher. We also apologize for the lack of communication.Parts have been taking a longer time to come in due to the global supply chain problems that are affecting all businesses, however we are not short on phones, and the customers phone calls should have been returned to keep them better informed as to the status of their part order. For this again we apologize. Hopefully this final appointment tomorrow takes care of everything, and the customer can get back to using their dishwasher as expected. 

  Customer Answer

  Date: 05/17/2023

  
  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:05/03/2023

  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.

  March 12th, 2022, Newly purchased Bosch double oven delivered had a faulty latch on the lower oven. Installer stated he would open a ticket.Approximately March 15th, 2022, called Spencers *************************** and confirmed repair order was on record with them.April 16th, 2022 Gold Wing Appliance Repair called and asked for the serial number of the oven September 6th, 2022 I called Gold Wing for status update. (phone # was listed in the Spencers folder provided at purchase). Was told there was no record of repair request. Again provided serial number of the oven. Given the work order #1L6028.January 27th, 2023, called for a status update. I was told parts were expected to be received. Scheduled the repair for February.February 5th, 2023, Service person arrived. I was told the wrong part was ordered and the service person would order the parts for the latch.March 6th, 2023, Called for a status update. I was told they would check with the parts department and call back with an update. No call was received.May 3rd, 2023. Called again for a status update. Again told they would check with the parts department and call back with an update.

  

  Business Response

  Date: 05/09/2023

  We apologize for the lack of communication, and the service center will be calling to make an appointment and get this all squared away. It should not take this long, nor this many phone calls to get the help you need,and for that again we apologize. We hope to come out soon and complete ***********.

  Customer Answer

  Date: 05/09/2023

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