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

  
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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:12/29/2022

  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.

  I purchased a Frigidaire kitchen appliance package from *********. When we used the dishwasher the first time it stopped working haft way through the cycle. Have had two repairman out and none fixed it. I got a call first week of Dec. Said they ordered parts that would be in Dec. 14th. Never heard back from them. Call today Dec. 29th and got the run around again from a rude guy named *****. Put me on hold and never returned. I just want the dishwasher fixed or a new one.

  

  Business Response

  Date: 01/04/2023

  We know that servicing an appliances can sometimes be inconvenient,especially an appliance that gets a lot of use. We show that this customer is scheduled for repair on 1/12/2023, which is coming up soon, and we look forward to making that repair.

  Customer Answer

  Date: 01/04/2023

  Obviously, Spencers didnt read the complaint. Not surprising considering their horrible customer service and repair service. ********************** comment especially an appliance that gets a lot of use is completely wrong.The dishwasher was BRAND NEW and STOPPED WORKING the very first time we used it. So, to date, we bought the dishwasher in September of ************************************************************************** replaced and today is Jan.4th. I did however receive a call today saying I was on the Jan. 12th schedule for repair. So when you buy a BRAND NEW appliance from Spencers and it doesnt work the FIRST TIME you use it, be prepared to wait almost 5 MONTHS to have it repaired. HORRIBLE, HORRIBLE customer service!!

  

  Business Response

  Date: 01/12/2023

  This dishwasher was purchased in September, and the service call was created in November, which means that the customer has had this dishwasher in their possession for a little over 2 months, placing them well within the manufacturers warranty period. The service and repair of the appliance is the responsibility of the manufacturer for the length of the warranty period. Spencers does not take **************, or replace appliances in lieu of service. Additionally, nowhere does Spencers advertise or imply that we take back appliances that fail after a couple months in the home.Lastly, we definitely read the complaint, but we are not going to change our company policy on service and repair warranties simply because the customer does not wish to wait for service. The warranty is for repair and service, not replacement, and as such the manufacturer has an opportunity to make repairs during that period. We do hope that the dishwasher is repaired quickly, and that the customer can get back to using their **********************.  

• Initial Complaint

  Date:12/29/2022

  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.

  I reached out previously because the business has taken 7 months to correct the situation. They told BBB theyd fix it and then never called me back and did not fix the part that needs to be fixed. Please help. This business is taking money from consumers and then not fixing their mistakes and appliances are very expensive. I want to make sure nobody has issues like this. **** told me he would call and he never did.

  

  Business Response

  Date: 01/04/2023

  As reported to the BBB previously, the parts have been ordered for this machine, and once they are in, the customer will be contacted,and the parts installed. We apologize that parts are taking the manufacturer longer than normal to ship, but thankfully this is a purely cosmetic part, and the customer has had zero interruption in their ability to do laundry. As soon as this part comes into our possession, we will reach out to the customer, and it will be installed.

  Customer Answer

  Date: 01/04/2023

  The business is just taking advantage. They offered me money back to repair myself and then when I called, the manager said they do not offer that. So then they said it would ***********-8 weeks to get the part in and its been almost 6 months. They dont ************* when I call and ask for **** or they tell me to call the manufacturer directly. When I call directly, the customer service agents tell me I shouldnt have the number. Its not just about the part, but about ethical and transparent communication and customer service. I dont want this to happen to anyone else down the road. 

  

  Business Response

  Date: 01/13/2023

  Our service branch has reached out to the customer a few times now, and we have been unable to make contact. The part arrived, and we are hoping to make an appointment to install. When you receive this message,please call back Goldwing Appliance Repair and we will get you on the books for that repair. Thank you, and we look forward to completing this service appointment.

• Initial Complaint

  Date:12/19/2022

  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.

  I bought a Miele induction range from Spencers (July 2021) and paid $299.99 for a 4-yr warranty. When calling to request service (12/12/2022), I was referred to Miele. I spent 3 hours that day, calling both Miele (4 times) and ********* (5 times) in order to get service. A serial number was never attached to my range by the installers and none of the numbers provided me by Spencers worked to prove my purchase with *****. The next day (12/13), I drove to the store and a staff member promised to resolve the issue. The store had a 10-digit serial # for the item, while it was supposed to be a 9-digit number. Another day passed while I did not hear anything from Spencers.On 12/15 I was told that the Miele warranty actually expired, and I was set up for a ************** call (Spencers' own service) by the following Monday - a whole week since my first call, leaving a household of 5 without the ability to cook. On 12/19, when the service was due, I did not receive a call in the early morning to set the service time, as promised. When I called Golden, I was told the technician "forgot" to put us on the schedule. I am now set for tomorrow (12/20) but can't trust Spencers to fulfill it. We are left with no working cooktop at the Holidays season. I need to get compensated for the time elapsed, the loss of work hours, the wrong information I was provided with (about the warranty and serial #), and distress caused due to our inability to cook.

  

  Business Response

  Date: 12/30/2022

  We apologize that it took a little time to get your initial service appointment scheduled, but we can see that we were out to your home,and that we are in the process of getting the parts needed to make the repairs on your range. Once those parts come in, we will get you back on the schedule to have them installed and complete the repair. Though warranty service can be frustrating, and sometimes small mistakes can happen along the way, Spencers does not pay punitive damages for lost time, not being able to use the appliance,or distress over the inability to cook. The warranty on the product is a service and repair warranty, and there is an expectation of some down time during that process. We will contact you once they are ready to come out for your follow up visit, and hopefully we can get you back to cooking on your range like you are used to.

• Initial Complaint

  Date:12/08/2022

  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 stove January 10, 2021 from Spencer’s. It worked great until Christmas of 2021. After failing to attempt to bake a turkey and cookies on multiple occasions I called Spencers in March of 2022 and they told me to contact the extended warranty company. I couldn’t get a technician out until June 2, 2022. I told him the temperature was fluctuating and the oven was not baking correctly. He said he adjusted the temperature and said it was fine but it was not. A technician came back a second time June 23, 2022 and he adjusted the oven again. I attempted to make banana bread and it got black on the outside but not done on the inside. On July 6, 2022 he came out for a third time and he ordered a new sensor and computer panel and installed the parts. On July 27, a new tech came out and he said he will order a new sensor and computer panel but I told him that the last tech already did that. On August 24, a technician checked the oven as I was having the same problem and he brought biscuits and they did not raise or brown. On September 12, a technician put in a new sensor and computer panel again and said the oven is working. The oven still wasn’t working. On September 30, a technician came out for a 7th time and calibrated the oven. I made cookies and with the same results as before the oven wasn’t working. On November 11, I was supposed to have an appointment from 8-12 PM and nobody came.
  
  Their solution was for me not to open the oven door but when you are baking cookies you have to, and the oven wouldn’t go back to it’s set temperature. * ** ** ***** *** *** I have done plenty of baking and cooking but out of all my ovens I’ve had I’ve never had a problem like this. I have spent hours on the phone and waiting for techs for 10 months plus all the money I have spent on ingredients.
  
  I want my money refunded for my stove and all extended warranties cancelled which is on a fridge, dishwasher, stove, microwave, washer, and dryer. I have spent a total of $5,314.08.

  

  Business Response

  Date: 12/13/2022

  The extended warranty company will be reaching out to the
  customer and discussing the issue.

• Initial Complaint

  Date:12/05/2022

  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 a refrigerator 8/7/21. Two of the doors have dents. We sent pictures and were promised by our salesman *********************** that they would order new doors and have them replaced. Here we are Dec 2022 and still not resolved. After many calls, email, messages (all documented) we continue to get the run around and no one knows what's going on. Today was the 2nd time (the first time they called same day to cancel) I have come home to "meet the tech". Today someone actually showed up but said he was here to repair a door (he had no door replacements with him), when he was told he was suppose to replace them he said that's not what I do. Again, called the store. The manager accused of us not reporting the info same day-we have an email proving otherwise. ***** is horrible with communicating. Our invoice number is Q95106, purchase price $3,117.88. We have not filed a complaint previously but are done with the run around and extreme inconvenience. We just want our doors replaced that came damaged. This was purchased at Spencers TV and appliance, location is *************************************************.

  

  Business Response

  Date: 12/09/2022

  We apologize that the communication between you and the store has been less than stellar. After speaking to the salesperson, he is going to reach out to the customer to get this resolved.  

  Customer Answer

  Date: 12/13/2022

  I called Spencers on Tuesday 12/6 and spoke with the salesman, he stated he was looking into what happened and would call back Wed 12/7 to set it up. He never called, I called again on Thursday (more than once) and finally spoke again and he said they have the doors and would personally get it scheduled for today 12/13-that never happened. He even went as far as to say he would bring the doors personally if needed. Here we are again and nothing. Not that I believe anything he says. 

  To date they have not followed through on anything that they said they would do to get this situation resolved.

  *********************

  

  Business Response

  Date: 01/10/2023

  The salesperson and the customer worked together to get this problem solved. The door has been addressed, and the customer is satisfied.

  Customer Answer

  Date: 01/15/2023

   We were contacted on 12/23 at 10:30am that ********* would arrive at my house with the replacement door.  Fortunately we were home as we did not have any advanced notification that they would be coming on this day. The replacement draw was installed but the replacement door that was brought out was the wrong door. The repairman notified the salesman of this and told me they would be in contact when the ************ would be in.

  On 12/27 I received an email at 10:07am that they would be coming with the replacement door, again with no advanced notice. I was able to leave work to meet the repairman and the replacement door that was installed (the ************ this time) and that door also had a dent in it. The repairman called the salesman to notify him of the situation and he told me I would be contacted when a replacement door came in.

  To date I have not received any communication from ********* regarding this. 

   

  

  Business Response

  Date: 01/24/2023

  Spencers has reached out to the servicer that is replacing the doors for this customer, and is working on getting this finished. Unfortunately,sometimes replacement parts do arrive damaged, which means another will need to be ordered. Once we know an ETA, we will reach out to the customer so they know when they can expect the appointment.

• Initial Complaint

  Date:12/01/2022

  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.

  We ordered a washer and dryer from ********* at the beginning of October. There were many issues with the delivery, but the main point is that the door of the washing machine was damaged on delivery. The installer took photos, as did his supervisor, and we were told that we would receive a replacement. We heard nothing from ********* and tried to phone but no one would take our calls. We still have a damaged machine. We submitted a dispute with our credit card company, hoping that this would get ********* to resolve this issue, but all that has happened is that they told the credit card company that we are responsible. We are not! The door was damaged on arrival! We also are concerned that the damage to the door, whenever it happened before it was ever delivered to us, caused some internal damage to the machine. The fact that no one from ********* has contacted us or tried to make this right is appalling.

  

  Business Response

  Date: 12/07/2022

  We apologize that this has been a frustrating process. We have reached out to you several times through phone and email over the last couple days and have not been able to make contact. We can definitely order you a new door and get that replaced, as I can see that the damage was documented on day one, and from the notes it looks like you were going to call your salesperson the next day about the issue. It is far too late to exchange the unit entirely, and we would not do that over a minor cosmetic issue anyway.However, we can order the door for you, and get that replaced. Please reach out when you receive this and we can finalize the solution.

  Customer Answer

  Date: 12/07/2022

  No one from ********* has reached out to me. I have not had a phone call or an email. I called ********* several times beginning the day after the washing machine was delivered, and no one would ************* or respond to any messages that I left. They can claim now all they want that they are trying to make this better, but why has this taken TWO MONTHS for them to even respond? The only thing that seems to work with them is for me to dispute the charge with my credit card company and file a complaint with the BBB.

  Maybe they should check their records, as whoever they have been contacting (so they claim) is NOT me.

  

  Business Response

  Date: 12/09/2022

  Your salesperson ****** has reached out to you twice by phone, and once by email just in the last week. I apologize that the communication up to this point has been less than stellar, though we are attempting to reach you now. We are ordering a replacement door from Miele for that machine, and will be installing it as soon as it comes in. This is Spencers procedure for cosmetic damage that does not at all impact the operation of the appliance. Once the door comes in, we will call you again to install.  

  Customer Answer

  Date: 12/14/2022

  I do not accept that anyone from ********* has made any attempt to contact me. There have been no calls or voicemails left on my phone, which they have from numerous calls that I have made and messages that I have left. There have been no emails received at the email address that they have on the receipt.

  Why should it take over two months to get a replacement door? And when exactly did they order it? Where is the proof that they have ordered the replacement? And how do they know that there is no internal damage to the washing machine?

  I do not accept their response. They need to supply proof that they have contacted me and left messages, and they need to supply proof that they have ordered a replacement door.

• Initial Complaint

  Date:11/30/2022

  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.

  On September 12, 2022, I ordered from and paid to Spencer's TV & Appliances, *********************************************************************************, $938.87 (taxes included) for a brand new Kitchen Aid Dishwasher, Model No.KDFE204KPS, Serial No. *********, which later in September was delivered to my home and which was installed into my kitchen on October 1, 2022. On November 14, 2022, my wife ran the dishwasher with dishes in it for the first time and noticed that the top rack was hard to move out or in. We notified ********* and they told us to call the GoldWing Appliance ************** who looked at the machine on November 23, 2022. ******** said the drum was damaged inside the machine and pressing into the rack, causing the problem. They ordered a new drum.I asked ********* to replace the damaged machine with a new one but they refused. I asked if we could work out any alternative solution and they refused to discuss any. They said they will only replace the drum when that part came in at GoldWing. I asked the Salesman to put me in contact with his Manager, but the Salesman called back to say the manager refused to talk with me because they will only replace the drum. Since I paid for a brand new machine, I want a brand new factory made machine, not a retrofitted one with a part that *** not be up to factory quality or standards, such as stainless steel of a specified gauge thickness. Please note that at all times, both the salesman and myself have acted in a cordial and gentlemanly manner, never in an argumentative way. The fact that the manager refused to speak to me really mystified me. Maybe the BBB can help get me a brand new factory made Kitchen Aid Dishwasher from Spencer's TV & Appliances in *******, **. I would appreciate your efforts in this regard. Thank you. ***************************, ***************** ******************* ************************************************************.

  

  Business Response

  Date: 12/01/2022

  We know that servicing an appliance can be frustrating, but the warranties that come with appliances are for service and repair, not replacement. Once an appliance is installed, the first day of the warranty coverage begins, and defects in workmanship are addressed with factory service,not replacement. When the needed part comes in, the servicer will install it,and the repair will be complete. When asked about alternative options, the salesperson handled this exactly as they should have by reiterating that service is the only choice. Spencers does not take **************, or return appliances in lieu of the manufacturers warranty process. However, we hope that the manufacturer provides the needed part quickly, and that the service center completes the repair soon.  

  Customer Answer

  Date: 12/01/2022

  Many Appliance stores, and probably *********, either own or work with a damaged product outlet. They can put my repaired DW there and give me a new DW. The "service is the only choice" concept was not explained to me up front. One expects to receive a new machine, not a defective one, when one purchases from a self described reputable appliance dealer. I want a new replacement. ******** informed me that the part is expected to arrive on December 20, 2022 and they will schedule a repair after it arrives. How do I know the repair will be complete as ********* says? Will the repair be done properly? Will the repair be done without creating another problem? Will the part be of the proper quality? Is the part manufactured by Kitchen Aid? I did not buy a "headache" nor a ********** box". I bought a new Dishwasher. That is what I am entitled to and that is what I want. ***************************.

  

  Business Response

  Date: 12/05/2022

  This customer has owned their dishwasher since October, and is well within the manufacturers warranty at this point. All of the what ifstatements being made by the customer are completely speculative, and saying that after one repair a pandoras box has been purchased is quite exaggerative. It is not uncommon to need a repair on an appliance in the first year,and not at all an indication that other problems are on the way. Most new appliances come with a warranty from the manufacturer because the repair and service of that appliance is the responsibility of the manufacturer, and required of them by law. Spencers does not take back or exchange appliances in lieu of the manufacturers warranty process, and most manufacturers will not even begin to consider replacing the appliance until after two completed service calls for the same problem with parts installed. If the customer still wishes to decline service, they are welcome to call Kitchenaid and demand a replacement rather than service. If the manufacturer agrees, they will issue an exchange order and the unit can be replaced. That is the choice of the manufacturer though, as they are in control over how their warranty is executed.

  Customer Answer

  Date: 12/05/2022

  The ordered part is expected to arrive on Dec. 20, 2022, after which the *************** will schedule a repair which will be done so that ********* will have a repaired machine to take back and to give me a brand new KitchenAid dishwasher. I never declined the repair, to enable ********* to have a repaired machine, rather than a damaged machine. I am a customer of *********. I paid them for a KitchenAid (KA) dishwasher and for a GE Range/Oven. I am not a customer of KA nor of GE. I paid ********* for the dishwasher and the oven. I did not pay either manufacturer. I have no relationship with either manufacturer. I only have a business relationship with *********, as their customer. ******* has the ability to communicate with all of their manufacturers, whereas I do not. ********* has the knowledge and ability to call KA and speak to the right person at KA to get me a brand new KA dishwasher. Therefore I want ********* to do the right thing for their customer, namely me, and get me a brand new KA dishwasher. ********* can pick up the repaired KA dishwasher from my home after it has been repaired or before it has been repaired, whatever ********* prefers. The bottom line is that ********* is to deliver a brand new and undamaged KA dishwasher to my home.  Thank you. **************************** 

• Initial Complaint

  Date:11/30/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought several items when moving into a new house. The fridge went out after 5 months, which was replaced. Here we are 6 months later and the second one went out. Obviously a bad model. The manager ***** was so rude and kept interrupting me when I was trying to tell him this is a bad model. He kept saying, no no it's a great model etc etc. He then proceeded to tell me I should have a back ** in the garage. The audacity!!! I tried to get them to swap the fridge out and he told me I could buy one. He also was trying to set up an appointment with GE for me, which was 4 days later. I told him that's unacceptable, I needed a fridge (he said again, that's why he has a backup). So I called GE myself and got an appointment for the next day. This is clearly a bad model and they kept selling it.

  

  Business Response

  Date: 12/01/2022

  While it is uncommon to have two appliances that need service in a row, it is not a sign that it is a bad model, or that there are known problems being ignored. With any appliance, there are a small percentage of them that will need service in their lifetime, and that is why the manufacturer includes a warranty on all of their products. After six months, the customer is well within that warranty period, and would need to allow the repair process to continue. Even though a refrigerator is an important item in the home, the warranty from the manufacturer is a service and repair warranty, not a replacement warranty. Most manufacturers will generally not begin to consider replacement of the item without at least one completed service call to investigate the cause of the problem and attempt the repair. Spencers does not take **************, or replace appliances in lieu of the manufacturers warranty process. However, we do hope that GE is able to make the repair quickly, and get this refrigerator running again.

  Customer Answer

  Date: 12/01/2022

  This compliant is about the lack of compassion of your manager telling me you could buy a new one or thats why I have a Second one in my garage  as much as it is about 2 faulty refrigerators.  You should stand behind a product that you sell. 

  

  Business Response

  Date: 12/05/2022

  Most customers understand that the manufacturers warranty is a service and repair warranty, not a replacement warranty. This is generally not that big of a concern, that is until the customer has to figure out what to do with their groceries for a few weeks or a month while their refrigerator is being repaired. In cases like that, customers tend to call Spencers, or file a complaint with the BBB, with a great sense of urgency, and demand replacement of the unit rather than service. Since Spencers does not take back or exchange appliances in lieu of the manufacturers warranty process, it is common that we offer alternatives to help customers get through that time period where they will not have a working appliance. These can include purchasing a smaller secondary refrigerator, or a garage refrigerator. The suggestions are meant to help the customer through the repair, while also ensuring that they dont buy something useless like a couple hundred dollars worth of ice and large coolers that they may not need otherwise. A small refrigerator, or a refurbished model is not much more expensive than that, and the customer gets to keep it after spending the money rather than watching ice melt down the drain every single day until the repair is completed. These statements are not meant to be crass or reactive, they are meant to help our customers get through the repair. Most customers find a ton of uses for a second refrigerator even after the repair has been completed, and is a far better investment than ice, which just melts along with the money spent on it.

  Customer Answer

  Date: 12/05/2022

  The tone the manger used about having a second refrigerator was not meant to be useful. It was rude and disrespectful.  Spencers should stand behind the product they advertise and sell. It would be different if this didnt happen twice within a year. Bad product. Terrible customer service.  

• Initial Complaint

  Date:11/25/2022

  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 a Beko refrigerator from Spencers *************************** in November 2020. The refrigerator came with a 2-year warranty. Spencers uses GoldWing Appliance Repair for warranty issues. Our ice maker stopped working in August 2022. We called GW and they came to the house on 8/16. ** told us a new ice maker was needed and that they would order the part. We called GW on 9/8 and were told the ice maker would arrive by the end of September. We heard nothing. We called GW on 10/3, 10/10, and 10/26 but no one could give us reliable status/date on our part. On 10/26 we asked GW what we could do to escalate the issue. GW suggested we call Beko ourselves, and they gave us part number ********** for reference. We called Beko on 10/26, 10/27, and 10/31. On 11/1 we spoke with Beko parts ***** Part ********** was in stock (US) and they were filling orders from October! They could not locate the order placed by GW.On 11/1 we called GW and explained what we had learned from ****. We were told GW would call us back. That did not happen.On 11/2 we called GW and were told GW call us back. That did not happen.On 11/3 we called GW and were told that the part had been located and would be received by GW on 11/9. We scheduled a service appointment for 11/10. On 11/10 we did not receive service. We called GW and were told that we were scheduled for service on 11/8 and that when the driver was loading his truck, he noticed the part was damaged. No one had called us to change the original service date from 11/10 to 11/8, nor had they called us to notify us of the damaged part. We were told that a replacement part had been ordered and a new service appointment was scheduled for 11/12.On 11/12 the service technician arrived at our home and declared that the replacement part was not the correct part. He said he would sit with his colleagues to figure out where the error is. He said we would hear from someone in the following days. To date we have heard from no one.

  

  Business Response

  Date: 11/29/2022

  We apologize that it is taking such a long time for this customers repair to be completed. The first time the ice maker was ordered from Beko, they sent the wrong part in the box, even though the correct item number was on the carton, they had the wrong item inside. Then, **** had trouble with their parts orders while moving their warehouse, and asked that all outstanding orders be submitted again. These actions on the part of the manufacturer significantly delayed the customers repair, and are beyond the control of Spencers. Spencers has already asked for that exchange from Beko due to these delays, which was declined, though generally speaking customers have a far better success rate than the retailer when it comes to asking the manufacturer for help. Our recommendation is for the customer to call Beko and express their frustration with the inability to gets parts for their appliances shipped to the repair centers in a timely manner. Perhaps **** would authorize an exchange for the customer given these events, and in such a case Spencers would gladly assist in that process. Unfortunately, without that authorization from Beko to exchange the product, the only option is to continue waiting for the needed parts.

  Customer Answer

  Date: 11/29/2022

  I do not understand what ********* is suggesting I do. I do not understand the relationship between ********* and ******** and ****. I do not know what is meant by an 'exchange', or why **** would have declined that request from *********.

  It took me 4 days to get someone at Beko on the phone when I originally called. When I asked them to drop-ship the part to my house (as instructed by ********), **** said no.

  This is not an issue for me to resolve as the customer. I have a full-time job. I cannot allocate anymore of my personal time to calling **** or Goldwing or *********. That's why I filed this complaint to begin with. These organizations need to work together to resolve the issue, as promised when the refrigerator was purchased.

  

  Business Response

  Date: 12/01/2022

  As the customer has suggested, ********************** indeed has been working closely with **** and the servicer to get this repair completed as quickly as possible. Given that the customer is unsatisfied with the timeline that **** has given to produce the needed parts, which is what is causing the delay in the repair, it was recommended that they call the manufacturer themselves, as Spencers has already done this several times on their behalf and has not been given any additional assistance beyond being asked to wait patiently for the part to arrive. At this point, Spencers has no other choice but to wait for the manufacturer to deliver the needed part, which will be installed promptly when it arrives. As previously recommended, customers tend to have much better results when calling the manufacturer than the retailer does, as the manufacturers are used to the retailer calling, and may see it as a sign of the retailer wanting to speed things up, not the customer. Without approval from the manufacturer, Spencers does not take back, or exchange appliances in lieu of the service and repair warranty program. However, once the part does come in, we will ensure that it is installed promptly, and we do hope that it solves the customers issue with their ice maker.

• Initial Complaint

  Date:11/22/2022

  Type:Delivery 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 wife and I purchased appliances on 11/20/22. We paid for the order and arranged for delivery on 11/25/22. On Tuesday, 11/22/22, we received an email stating that Spencers made an error and that the refrigerator we purchased had been oversold. This refrigerator is not discontinued and my understanding is it can be ordered. The salesman said there is nothing that they can do to get the model we purchased.

  

  Business Response

  Date: 11/25/2022

  The salesperson and the customer have been working together and have come to a resolution that is acceptable to both parties.  

  Customer Answer

  Date: 11/26/2022

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