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

  
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  Spencer's TV & Appliance

  14202 N Scottsdale Rd Scottsdale, AZ 85254-4077

  
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  Spencer's TV & Appliance

  14202 N Scottsdale Rd Scottsdale, AZ 85254-4077

  
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  Spencer's TV & Appliance

  10220 N 43rd Ave Glendale, AZ 85302-2004

  

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:04/27/2023

  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 six month old Frigidaire freezer has been broken now for six weeks. Not only did I have to throw out all my freezer food, every hour there's an alarm going off throughout the day and night that the freezer is not holding temp. Even with my bedroom door shut, I still hear the alarm going off throughout the night.Also, every time I call the Frigidaire customer service line, I'm on hold for at least 30 minutes to an hour+. I've had two service repairman's at my house to fix the freezer motor and it's still broken. The first time I called, they were three weeks+ out for an appointment, so if they don't fix the part that day you're looking to at least a month, to month and an half with a fridge not working. I had another appointment set up for today between hours of 8 to 5 "yes this is the hours they gave me" but they called me at 3:30 pm and left voicemail that they were having to cancel my appointment and reschedule. This is the third time I had to take off work for these appointments and frankly is completely unacceptable. I've called and emailed the store manager **** at the San ********************* many times to help me but he doesn't return my calls or emails. When I do get a hold of him, he says there's nothing he can do to help me.

  

  Business Response

  Date: 04/28/2023

  We know that servicing an appliance can be frustrating,especially one that is used often. After looking into this service appointment,the salesperson spoke to the customer yesterday and was working with the Frigidaire rep on his end to help expedite the part. The customer has an appointment on Monday, and we hope that is the final service needed to get their freezer working. Sometimes a repair can take a couple appointments to diagnose and complete, and as the manufacturer, Frigidaire has the right to make a few attempts before considering replacing the unit. If there are further problems after this Monday appointment, it is our recommendation that the customer contact Frigidaire to press the matter, as they are the only one that can choose to exchange the unit rather than continue service.  

• Initial Complaint

  Date:04/25/2023

  Type:Billing 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 was issued a credit for $1849.44 on 1/13/23. The credit card company Brand Source only issued a credit for $1399.44 leaving an outstanding balance of $450.00. My account is paid in full ( over $ *****) except for this balance. The credit card company has been no help saying Spencers only authorized the smaller credit. My salesperson at Spencers has done nothing to help and does not return my calls. They made several mistakes on my order which I let slide but this I will not let slide since they gave my a credit invoice for the full amount.

  

  Business Response

  Date: 04/28/2023

  We apologize for the confusion over this refund. We just finished with the salesperson and financing to get it resolved. The proper paperwork has been drafted, and that should reflect on the customers end shortly. The $450 in question has been credited back. 

  Customer Answer

  Date: 04/28/2023

  there is still a balance due of $450.00 on my account as of today- no pending credit. They ( Spencers) have told me repeals it was credited but until I see it on my account.

  

  Business Response

  Date: 05/01/2023

  Changes with financing are not instant, and it does take a little time for the invoice created to process through to the financing provider,but everything has been sent over from Spencers, and that credit will become visible to the customer on the first available billing cycle.  

  Customer Answer

  Date: 05/02/2023

  until I see the credit on my account I would not consider the complaint closed. Spencers has told me since the end of January that the credit would be issued. I would follow ** in two weeks to see if they actually processed the credit.

• Initial Complaint

  Date:04/17/2023

  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.

  Date of transaction: 3/25/2023 Amount paid: $610.16 Item purchased: electric dryer Delivery date: 3/27/2023 Damage to my floors was casued during delivery/installation. I notified ********* on 3/27/2023 of the damage and provided ***************************** (my salesperson) with photos of the damage via text who advised me that he would handle and get back to me. One week went by without any communication from *********. On 4/2/2023, I went back to ********* store in ********** and spoke with an office manager. I provided him with the same photos of the damage. He advised me that I would hear from someone the following week to set up a time to assess the damage. As of 4/17/2023, I have still not recieved any communication from *********. Invoice # GL4560

  

  Business Response

  Date: 05/01/2023

  Spencers has reached out to the contractor to address the customers concerns over their flooring. We always try to leave each home a little better than we found it, and we will work with this customer to find a resolution. 

  Customer Answer

  Date: 05/01/2023

  As of today, 5/1/2023, ********* has done nothing to resolve this issue. I have yet to recieve any correspondence from ********* regarding the damage to my flooring. 

  

  Business Response

  Date: 12/06/2023

  The repair has been completed at this customers residence,and though we do regret that the property was damaged during the course of the delivery, we are happy to report that it has been addressed.

• Initial Complaint

  Date:04/04/2023

  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.

  On approximately March 28, 2023, two installers showed up at our home to install a new (replacement) microwave because our previous one stopped working. During the installation, the two installers set a packing blanket on fire on top of my glass cooktop stove/oven. ************, also from the same third party stated., the process is that the stove/oven should be pulled back from the wall so the old microwave could be removed and the new one put in. The installers did not follow process. They put a blanket on top of my glass cooktop and then accidentally hit the burner k*** for the ULTRAHEAT burner. They set the blanket on fire, filled my house with acrid smoke, and caused such severe damage that my stove must be replaced. '****' came out on Thursday, 3/30 with another technician and spent 45 minutes trying to use goo-gone and a rag to no avail. He called his manager and they both agreed the stove was 'f*cked' to use THEIR word. The store manager at ********* (***) and the third party who Spencer's TV & Appliance outsources their installation crews through also agrees. There is no traction. One week after my stove was destroyed by the inexperience/ineptitude of the installers, I am still without a stove and no one has made any contact with me or my husband to make it right. I am concerned that they do not care that they have destroyed a customer's property and have no interest in making it right. Spencer's TV & Appliance refuses to give us the name and contact information for their third party. Spencer's TV & Appliance should not only be held liable, they should also be held financially accountable as we have been forced to purchase fast food and 'convenience' meals since we do not have use of the stove and oven. My next steps will be to contact an attorney since there has been no relief. This is not our fault. The responsibility to make this right lies with Spencer's TV & Appliance.

  

  Business Response

  Date: 04/10/2023

  We are sorry that this customer had to go through such a rough time to get their stove addressed after this incident, but we are happy to report that the stovetop was replaced. It is never the hope of Spencers Tv and Appliance that something like this happens, and though we would have been happier to see it addressed more quickly than it was, we are glad that it has been resolved. 

• Initial Complaint

  Date:03/25/2023

  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.

  This complaint is for order # ************ and replacement # NK7474-2023-03-08. The first order that I received had the freezer door broken and I called to get it repaired and the technician came in and said it will be repaired once the parts come in within 6-8 weeks so I decided to call Spencers and spoke to ********************* and asked if can get replaced because its going to take at least 8 weeks for parts to arrive and also wanted a bigger refrigerator. He said there was a fee and it will be charged to my SPENCERS account and I agreed. Once the refrigerator NK7474 arrived it wasnt a good fit so I called **** and expressed my concern and he said he would talk to his manager and adviced me to give another fee of $504.00 so the manger would know I was serious and **** would call me back with the decision however I never heard back so I called and spoke to the manager from the Mesa location and asked what the update was on replacing the refrigerator and I was charged to my regular credit card not my Spencers credit card the manager was very rude, condescending, belittled me and yelled at me saying they couldnt unbox every refrigerators to please me or help me decide which one work best and continued to talk down to me and said that the 1st retstock fee I paid was never charged to my Spencers credit card and the 2nd restocking fee was charged to my credit card for the 1st restock fee and he couldnt help me at all. All I wanted was to replace the refrigerator ********************* agreed to, I wasnt expecting to get yelled at and felt like I was doing something wrong for asking, I was willing to pay the restocking fee again & now all I want to is to return it and buy another refrigerator somewhere else. This has been the most stressful and humiliating experience I ever experienced and I cried feeling I did something wrong.

  

  Business Response

  Date: 03/28/2023

  We apologize that you feel as though you were spoken to rudely, and we will investigate that interaction with the manager you spoke to.We never intend to make our customers feel awkward or belittled, and we take that type of accusation very seriously. For the refrigerators, the customer is responsible for selecting the right appliance for their needs. Sales can answer questions and help, but they dont know what the customers house looks like,what the kitchen measurements are, what features they are familiar with, how they use the appliance, etc. When a customer buys an **********************, and then changes their mind after it is delivered and installed, there are costs involved that are not the responsibility of Spencers to cover. Once an appliance is opened and delivered, it must be sold as-is when it is exchanged for a different model,as no customer will pay full price for a used piece. That refrigerator will be sent to a store to be sold as-is, and with a discount that sometimes reaches 50% or more off retail. When you add in the additional costs of delivering,picking up, restocking, transportation to a store, etc, the cost to Spencers when a customer changes their mind goes even higher. For those reasons, the cost of the exchange is charged to that specific customer so that other customers dont have to collectively pay for the small percentage that change their minds after delivery. This is the most fair way to operate as a business, because each customers decisions are their own. If you would like to exchange this second refrigerator for another model, we may be able to accommodate that for you with an appropriate restocking fee, please reach out to the main office if thats the case.

  Customer Answer

  Date: 03/28/2023

  
  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:02/23/2023

  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.

  I have paid in full ($4000.00) for a fridge and was given a delivery date of Saturday 2/25 only to be called this evening 2/23 to tell me they dont have my product to deliver

  

  Business Response

  Date: 02/28/2023

  This customers appliance was delivered on 2-27-2023. We apologize that we were not able to meet the initially agreed upon date of 2-25-2023, but we are happy to see that the refer was delivered two days later.

• Initial Complaint

  Date:02/23/2023

  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 fridge from Spencer's TV and Appliance that was delivered to me in December 2020. I also purchased the extended warranty from Spencers. In summer of 2022, the fridge stopped cooling. I called for service and I was directed to Goldwing Appliance. They visited my home in August 2022 and said that the fridge needed parts, which they would order. In October of 2022, I had received no updates. I called to inquire and was told they had no reason to update me, and that my parts would be delivered December 22, 2022. I asked to schedule service for that week and they refused, saying the part would take a couple of weeks to be checked in after arrival and then they would call me. In December I called again and asked to be put on the schedule and was denied. I called Spencers to ask if I could have another company service my fridge and the man on the phone claiming to be the manager said he'd look into my options and call me back. He never did.February 23, 2023, I still had heard nothing and called again. I was informed that my part had never arrived. I inquired as to why they had not followed up and they said they had no prompt to. I again telephoned Spencers and asked to be released from the obligation to Goldwing. They directed me to call *********, who arranged the repair. Centurion refused to let me use a different company. The man on the phone at Spencers told me I should have scheduled with a different company at the beginning. I told him I was never given that option and he said "well, that was incorrect."It's been 8 months and neither Spencers nor Goldwing has any interest in restoring my fridge to full working condition.Additionally, my warranty also was supposed to include loss of food reimbursement, which both companies say I cannot act upon until the work is done.My desired outcome is the repair or replacement of my fridge, and the reimbursement of food loss as promised in the contract, as well as the transfer of any future warranty work to a different service provider.

  

  Business Response

  Date: 02/28/2023

  We know that appliance service can be frustrating,especially in the case of a refrigerator. These parts have been on order for quite some time from the manufacturer, though after speaking to the manager of the repair company it does appear that they are due to arrive before the follow up appointment that is scheduled for 3/7. It is the hope of the warranty company and the repair company that the needed parts will alleviate the problem with the refrigerator, and that the customer can get back to using it right away.Due to the global pandemic, and the subsequent supply chain issues that came with it, parts have been much harder to source. This problem is not unique to Spencers, as every major appliance dealer orders parts from the same few parts houses that are stocked by the same few appliance manufacturers. When the manufacturer does not have enough parts, it affects everyone, not just one particular retailer. No matter where this purchase was made, or who was doing the repair, they would all be in the same position of trying to locate parts,and would all experience the same delays. However, now that the part is on the way, and the appointment is booked, we look forward to finishing this repair and getting their refrigerator working again.

• Initial Complaint

  Date:02/17/2023

  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 ****************** and dryer (HIGH END) from Spencers at ********************************************* December 2020. On the get go, first wash did not drain water. had to cyphon water out of laundry room to outside. Problems have persisted with ongoing water from washer leaking onto floor, dryer not drying clothes all the way. taking sometimes up to 2 hrs to dry a small load. Gold Wing (GW) repairman has been here more than 12 times with no resolution. I have asked repeatedly to have W/D replaced. they keep coming and trying to repair W/D. at one point, wires on washer were exposed, creating SPARKS and cutting off power to house. GW ***** taped up wires. Tub to washer is lop sided/titled! GW has replaced coils under tub. still watrer leaking on my floor out to other living spaces.latest was they would order new part (MANY WEEKS ago)and rebuild Washer. when i went into store on 30 Jan i was met with all sorts of excuses and was told GW wud have to declare W/D not fixable! As soon as I left store, I got a call from GW saying they wanted to set a date to repair W/D but that the parts were still not in. this is ridiculous! I spent over $1880.00 on a poorly functional washer and dryer. Thank God i have an warranty....Gold Wing was here on 23 Dec saying they wud have to replace drum to washer. 30 ***** went to store and complained. I am still waiting. I WANT MY WASHER AND DRYER REPLACED. This is NUTS I have copies of my receipts and their work orders, but do not know how to convert to a PDF.

  

  Business Response

  Date: 02/24/2023

  We know that servicing an appliance can be frustrating,especially in the case of an appliance that sees a lot of use in the home. This unit is still under the manufacturers warranty, and the manufacturer has decided to continue with repair/service to bring the machine back to spec. Since the manufacturer controls the way that the warranty is executed, in order to seek replacement,the customer would need to contact the manufacturer and make that request.Spencers does not control when the manufacturer will stop attempting to make repairs and replace the appliance, though typically after a few attempts they will agree to a replacement if it seems that the repair route is not producing results. It looks like the customer are on the schedule for what we hope will be the final repair, and we look forward to getting the customers appliance running again.

• Initial Complaint

  Date:01/02/2023

  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 an appliance set (with an extended warranty) from Spencers in October 2019. On December 22, 2022 the dishwasher stopped working and I think there is something wrong with the latch. I called Spencers and their representative told me it was still under the extended warranty. The warranty company told me that they would call the repair company to set a date for the repair. I never heard back. I waited for a few days and called the manager of Spencers on ***** ***** *** and he immediately transferred me to the repair company and he had a very bad attitude on the phone. The representative at the repair company told me they could not be at my home until the middle of January at the earliest. I'm in the service industry and find that type of customer service unacceptable. I called ********************** back today and was unfortunate enough to contact ** again. He had his usual uncaring attitude and told me that I have to do all the legwork to try to get the warranty and repair companies to be more responsive. When I told him I expect him, as manager, and Spencers to "do something about it" he hung the phone up in my ear. That is a "friend in the appliance industry." I don't think so. Thank God it was not my refrigerator that broke because all my food would be spoiled by now.

  

  Business Response

  Date: 01/03/2023

  We know that appliance service can be frustrating, and though we do our best to get to every customer as quickly as possible, sometimes there can be a bit of a wait before the initial visit. The warranty company isnt choosing to wait that long, they are simply booked up with other repairs, and asking to be pushed up in the schedule means cancelling someone elses appointment,which would not be fair to them. If the customer wishes, they can be added to a cancellation list, where if someone cancels last minute, and the customer is in the same area, the warranty company will go to their home instead. Last minute cancellations are not that common, but if there happens to be one in the same area, this customer may be able to be pushed forward. Thankfully, as the customer pointed out, the malfunctioning ********************** is a dishwasher, and will not have the same effect on the customer as if it were a refrigerator. We look forward to our coming service appointment, and hope to get that dishwasher up and working as quickly as possible.

  Customer Answer

  Date: 01/03/2023

  They have missed the point.  Bad customer service is my complaint particularly from their manager ** who was unwilling to help in any way and could not wait to get me off of the phone.  Spencers should tell the customer on point of extended warranty purchase that service may take from 4 to 6 weeks.  If they had told me that, I would have never purchased the extended warranty in the first place.  Spencers has been completely unwilling to help me resolve this issue.  As a matter of fact, I called the warranty company again this morning and as usual they are not answering their phones and I'm not expecting to hear back.  ****** learned, I will never purchase an extended warranty again and NEVER do business with Spencers.  

  

  Business Response

  Date: 01/04/2023

  We apologize that your experience with the person you spoke to at the store was not to your satisfaction. However, when a customer is not willing to accept or abide by the processes we have in place, we dont just change our policies. Service takes time, and that can vary from a week or two up to several weeks depending on what goes wrong with the appliance. Insisting upon an exchange due to not wanting to wait does not mean that we abandon our company policies and exchange the machine. Also, Spencers does not advertise or imply that extended warranty service will be instant, or within a certain time period, simply due to the fact that some repairs take longer than others,and sometimes parts can be a little more difficult to get. Thankfully you do have the extended warranty, because instead of spending hundreds of dollars on a new dishwasher right now, the warranty is going to cover the repair at no additional cost to you. We look forward to making ***********, and we do hope that it wraps up quickly.

  Customer Answer

  Date: 01/16/2023

  
  Better Business Bureau:
  
  The repair company was excellent, not spencers, so I am now satisfied in reference to complaint ID ********, and find that this resolution satisfactory to me.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:12/30/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased brand new ******* Washer/Dryer from ********* in March of 2021. Spring of summer 2022, our dryer caught on fire. We did not have resolution with Centurion, the **************** that ********* partners with, for 3.5 months (no dryer for 3.5 months and weekly trips to the laundromat). Roughly one month later, the spin on our washer goes out. Called the warranty company again. Weeks later, they schedule the same technician to assess the situation. Despite our daily calls for updates, 6 weeks later they claim parts are in and schedule the repair. The incompetence of the technician resulted in the wrong part ordered and installed and within 24 hours, the spin was no longer working again on our washer and we were down again. Called the technician and warranty company again. Once again, disconnect between the repair company, GOLDWING, and Centurion and one week later, they have no record of the new part needed on order or a date when we can have a washer again. When we requested a new washer and/or compensation for 6 months of laundromat trips, they declined any assistance with either and informed us we will need to wait for the new part to come in and for their availability to install. Throughout the process (6 months and counting), we contacted ********* and were told they could not help us and redirected us to their partnered ****************, Centurion. We would like replacement of both units, Washer and Dryer, from *********.

  

  Business Response

  Date: 01/03/2023

  We know that servicing an appliance can be frustrating,especially in cases where there are parts being ordered, and the delays that sometimes occur when trying to complete a warranty repair. Our records show that the dryer was repaired, and that we are waiting on a set of suspension rods to be sent from the manufacturer to complete the repair on the washer. Due to global parts delays, and supply chain shortages, sometimes the needed parts can take longer to arrive than normal, though once they do, they will be installed.Spencers does not compensate warranty customers for down time associated with repair work, as the warranty is not a replacement warranty but rather a repair warranty,and there is an expectation of down time while the repairs are being made. We hope to have the needed parts soon, and complete the repair on the washing machine for the customer.