We are sorry Ms [redacted] has had a bad experience with her washer( [redacted] ) I left a message on Monday December 28th @ 9:AM for her to give me a call I have yet to hear back from her We are willing to refund her money back but we would like to do so as quickly as possible Ms [redacted] just needs to call the store and speak to either her salesman Tommy A [redacted] or the store manger Kevin K [redacted] to set up a pick up time for our delivery team to pick up the units Once we have the units we will reverse the charges through wells fargo finance If she has any other questions I can be reached at [redacted] and my name is Jim B*** Thanks and have a Happy New Year
Thank you for the letter regarding Mr [redacted] , case number CIC 17- Mr [redacted] called our Ahwatukee store location on 9/21/to let us know his washer was leaking and making horrible noises He told our acting Manager Shane Cabrera, that the washer needed a bunch of parts and he was not going to allow [redacted] to fix it since it was only months old(Purchased 1/10/17) Shane Cabrera tried to explain to Mr [redacted] that his washer comes with a year manufacture warranty and he would have to get it fix Mr [redacted] said no that he was going to write the Revdex.com and [redacted] for helpOn Monday September 25th our customer service manager James B [redacted] called Mr [redacted] to help all parties come to an agreeable solution Mr [redacted] stated to MrB [redacted] once again he would not accept service He stated to MrB [redacted] the only thing he would accept is an upgraded washer and dryer and a lifetime warranty for his troubles MrB [redacted] stated he will call [redacted] to fight on Mr [redacted] ’s behalf for a replacement of his washerMrB [redacted] also said he would discuss warranty options once he found out what [redacted] was willing to do with his washer but there was no way he could give him a lifetime warranty MrB [redacted] also said it will be only for his washer and not the dryer due to the fact his dryer was working fine Mr [redacted] then replied, no he wants them both replaced for higher end models that it has been his experience that once the washer goes the dryer is right behind it MrB [redacted] reiterated that he can only work on getting his washer replaced and he would call him back once he had the information from [redacted] MrB [redacted] then called [redacted] on 9/25/to find out the issues with the washer and to find out what parts were needed to fix it [redacted] stated the washer needed a new motor, tub and bearings to fix the leak and noise coming from the washer [redacted] was not willing to exchange the washer that in fact he needed to get it fix MrB [redacted] then started to send emails back and forth to the [redacted] Customer Service rep stating that the repair was major and would [redacted] please authorize the exchange The emails went back and forth between Spencer’s and [redacted] for 4-days Again MrB [redacted] was unsuccessful in getting [redacted] to exchange Mr [redacted] ’s washerIn the meantime Mr [redacted] came into the Ahwatukee location to meet with Shane Cabrera on 9/27/ Mr [redacted] stated he was not willing to wait and he was confident Spencer’s would do the right thing by exchanging the washer and dryer He purchased a higher end washer and dryer set with a 5-year extended warranty Shane called MrB [redacted] (our customer service mgr.) for approval to sell these to Mr [redacted] MrB [redacted] said he had not heard back from [redacted] for approval but yes Shane could sell Mr [redacted] as long as he knows Spencer’s will not be held responsible if Mr [redacted] washer and dryer were not accepted for exchange Mr [redacted] bought the new washer and dryer with this knowledge at hand They were delivered the next day 9/28/ Spencer’s was never granted the exchange documents from [redacted] MrB [redacted] and others in management made the decision to help the customer and give Mr [redacted] credit back on his old washer and dryer Mr [redacted] was still asking for more money back so MrB [redacted] also gave him back his delivery fee for a credit total of $ Spencer’s strives for excellent customer service every day and we feel we have achieved that with Mr [redacted] Mr [redacted] continues to want more and more money for his troubles and we hope the Office of the [redacted] will agree that we have done everything in our power to take care of the customer Spencer’s will leave the final judgement up to The [redacted] ’s office and we thank you in advance, MrBrnovich, for taking the time and effort to listen to both sides of the story
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]
The customer was given a brand new washer despite different service companies finding an issue I hope you find this over and above the call to action Thanks for the reminder
I do not have room for all my research Ill sent it to the AG.I do not agree with anything Jim B [redacted] or Spencer’s has writtenI have Parkinson’s and responded yet acted faster than them in time of needIn fact, the issue and documents are on [redacted] ’s website but I’ll write what was reported and give picture/videos of the problemsSpencer’s and Jim B [redacted] (if it’s really a person) is not helping and dragging their feetI had to act in desperation which concluded in Spencer’s upgrading their sale erroneouslyThese dates are approximate September After a few days of banging, humming, noises, and leaks I reported the problems to [redacted] and Goldwing (Spenser’s) repair warranty GroupSeptember Goldwing repair schedules me for a service call on September even though I asked for sooner as I’m without a washer/dryer [redacted] repair comes and takes apart the washer where he notices sever rusting, molding, and possible damage to my home pipingRepair advises me not to use both products as [redacted] will contact Spenser’sHe said this damage is on equipment years old not months old and will cause further damage to your pipingSeptember Spoke to a Jim B [redacted] from Spenser’s after I made complaints to Revdex.com and [redacted] who was rude and belligerent when I was trying to explain what I was experiencingHe kept saying that he would go to bat for me but not for a quick resolution as he couldn’t promise anything in form of responsibilityI left the conversation more upset and without a washer/dryerSeptember bought MaytagSeptember Goldwing repair cameOctober Spenser’s picked up old washer/dryer fightOctober Jim B [redacted] wrong number/ wrong base amount 480-777-October disputed $with Charlie from Synchrony bank
Thank you for letting us know about this issue We have spoke with Mrs [redacted] and have rectified all her complaints Thanks again for informing us of these issues
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.I also would like to stress my appreciation to Spencers for stepping up to the plate and standing by the products they sell I will continue to shop at Spencers and recommend them to others Regards, [redacted] ***
We are sorry to hear Mr [redacted] is not happy with his Simmons Comforpedic IQ mattress We here at Spencer's strive for excellent customer service The manufacture Simmons and Spencer's will take the mattress back and refund the customer his money back Thanks for letting us know of this issue
We are sorry Mr [redacted] is having this issue We have service set up with [redacted] Appliance for Thursday Jan 27th to better understand his concerns We appreciate Mr [redacted] for bringing this to our attention We can not find any service history since Oct 4th when an anti tip bracket was installed The other service calls were cosmetic We hope to have more answers after the service call and will better understand his concerns
Dear Conciliation & Engagement Specialist at Revdex.com,In response to customer [redacted] and her enclosed statement, here is the corresponding information regarding her business with us [redacted] set up an month contract on our Rent to Own program on 04-29-for a washing machineOur contracts have an initial rental term of three monthsThis requires the customer to pay the first three monthly payments regardless of continuation of agreement or cancellation of agreementThis was explained to [redacted] by our sales person who completed the contract with her and the contract has her initials and signatures on all areas of said contract verifying that she understood and accepted the conditions put forthAfter receiving the letter from the Revdex.com it is obvious that there was a misunderstanding on her partThe washer was returned and we are willing to waive any and all balances due attached to [redacted] as an attempt to remedy this misunderstandingIf you need any additional information please feel free to contact usRyan M [redacted] Rental Manager Spencer’s TV and Appliance [redacted] **Goodyear, AZ [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***
We are sorry to hear Mr [redacted] is unhappy with the service Spencers TV and Appliance has given him On Dec 10th, we were asked to drop off a range, dishwasher, otr microwave and a water softener We also picked up trade in appliances that were credited to his invoice Attached you will find that he signed for the product as clear of any issues or damage He declined our Spencers appliance installation company and Ameriflow installation of his water softenerOn approximately 1-6-he called salesman Kevin K saying his plumber thinks parts are missing from the water softener which inhibited the plumber from finishing the install Ameriflow went out on 1-9-and found an improper installation and Mr [redacted] paid Ameriflow $and was satisfied that the water softener was working properlyAs far as the dishwasher issue this is the first we have heard of it Again on 12-10-he signed for the products as free and clear of issues and damage(see attached) He declined our services on installation of his appliances so we are not sure when and where the damage came from We do not feel any refund or reimbursement is warranted and will be closing this matter I hope you agree with our decision Respectfully, Spencers Customer Service
I am sorry to hear Mr [redacted] is upset with his experience at Spencer'sYesterday we delivered Mr [redacted] 's new washer and we hope he is happy Invoice attachedThanks
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.I hasten to add that Spencer's came around only after I filed complaints with the Revdex.com and my bank to dispute the entire purchase It is a shame that a company founded on customer service and vying for relevance against the cheaper big box stores takes a very "transactional" view of its customers This is my fourth purchase with Spencer's yet they treated me as if they didn't care how much business I had given them over the years nor realized how badly I could have damaged their future sales by taking my business elsewhere AND "spreading the word." As an example, we dined with friends who were about to go to Spencers but changed their mind when they heard about Spencer's policies and their short sighted treatment of its loyal, long time customers Re-stocking fees are "nonsense" They are a cost of doing business these days in retail except on special occasions when there is abuse (e.g [redacted] fees on HDTV around Super Bowl)...but even then retailers don't try to make up their entire margin on the backs of their customers Regards, [redacted]
We are sorry to hear Mrs [redacted] has not found our customer service to be acceptable We have offered her 100% credit back for the purchase of another bed which will suit her needs and sleep habits We have stated to Mrs [redacted] that we will pick up and deliver the new bed free of charge with no extra fees or delivery charges This is over and beyond our bed return policy that is posted in every store Thanks [redacted] ***
We are sorry Ms [redacted] has had a bad experience with her washer( [redacted] ) I left a message on Monday December 28th @ 9:AM for her to give me a call I have yet to hear back from her We are willing to refund her money back but we would like to do so as quickly as possible Ms [redacted] just needs to call the store and speak to either her salesman Tommy A [redacted] or the store manger Kevin K [redacted] to set up a pick up time for our delivery team to pick up the units Once we have the units we will reverse the charges through wells fargo finance If she has any other questions I can be reached at [redacted] and my name is Jim B*** Thanks and have a Happy New Year
This customer has been successful in getting the washer he felt he deserved We truly hope he is happy now? Yours truly Spencers TV and Appliance
Thank you for the letter regarding Mr [redacted] , case number CIC 17- Mr [redacted] called our Ahwatukee store location on 9/21/to let us know his washer was leaking and making horrible noises He told our acting Manager Shane Cabrera, that the washer needed a bunch of parts and he was not going to allow [redacted] to fix it since it was only months old(Purchased 1/10/17) Shane Cabrera tried to explain to Mr [redacted] that his washer comes with a year manufacture warranty and he would have to get it fix Mr [redacted] said no that he was going to write the Revdex.com and [redacted] for helpOn Monday September 25th our customer service manager James B [redacted] called Mr [redacted] to help all parties come to an agreeable solution Mr [redacted] stated to MrB [redacted] once again he would not accept service He stated to MrB [redacted] the only thing he would accept is an upgraded washer and dryer and a lifetime warranty for his troubles MrB [redacted] stated he will call [redacted] to fight on Mr [redacted] ’s behalf for a replacement of his washerMrB [redacted] also said he would discuss warranty options once he found out what [redacted] was willing to do with his washer but there was no way he could give him a lifetime warranty MrB [redacted] also said it will be only for his washer and not the dryer due to the fact his dryer was working fine Mr [redacted] then replied, no he wants them both replaced for higher end models that it has been his experience that once the washer goes the dryer is right behind it MrB [redacted] reiterated that he can only work on getting his washer replaced and he would call him back once he had the information from [redacted] MrB [redacted] then called [redacted] on 9/25/to find out the issues with the washer and to find out what parts were needed to fix it [redacted] stated the washer needed a new motor, tub and bearings to fix the leak and noise coming from the washer [redacted] was not willing to exchange the washer that in fact he needed to get it fix MrB [redacted] then started to send emails back and forth to the [redacted] Customer Service rep stating that the repair was major and would [redacted] please authorize the exchange The emails went back and forth between Spencer’s and [redacted] for 4-days Again MrB [redacted] was unsuccessful in getting [redacted] to exchange Mr [redacted] ’s washerIn the meantime Mr [redacted] came into the Ahwatukee location to meet with Shane Cabrera on 9/27/ Mr [redacted] stated he was not willing to wait and he was confident Spencer’s would do the right thing by exchanging the washer and dryer He purchased a higher end washer and dryer set with a 5-year extended warranty Shane called MrB [redacted] (our customer service mgr.) for approval to sell these to Mr [redacted] MrB [redacted] said he had not heard back from [redacted] for approval but yes Shane could sell Mr [redacted] as long as he knows Spencer’s will not be held responsible if Mr [redacted] washer and dryer were not accepted for exchange Mr [redacted] bought the new washer and dryer with this knowledge at hand They were delivered the next day 9/28/ Spencer’s was never granted the exchange documents from [redacted] MrB [redacted] and others in management made the decision to help the customer and give Mr [redacted] credit back on his old washer and dryer Mr [redacted] was still asking for more money back so MrB [redacted] also gave him back his delivery fee for a credit total of $ Spencer’s strives for excellent customer service every day and we feel we have achieved that with Mr [redacted] Mr [redacted] continues to want more and more money for his troubles and we hope the Office of the [redacted] will agree that we have done everything in our power to take care of the customer Spencer’s will leave the final judgement up to The [redacted] ’s office and we thank you in advance, MrBrnovich, for taking the time and effort to listen to both sides of the story
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]
The customer was given a brand new washer despite different service companies finding an issue I hope you find this over and above the call to action Thanks for the reminder
I do not have room for all my research Ill sent it to the AG.I do not agree with anything Jim B [redacted] or Spencer’s has writtenI have Parkinson’s and responded yet acted faster than them in time of needIn fact, the issue and documents are on [redacted] ’s website but I’ll write what was reported and give picture/videos of the problemsSpencer’s and Jim B [redacted] (if it’s really a person) is not helping and dragging their feetI had to act in desperation which concluded in Spencer’s upgrading their sale erroneouslyThese dates are approximate September After a few days of banging, humming, noises, and leaks I reported the problems to [redacted] and Goldwing (Spenser’s) repair warranty GroupSeptember Goldwing repair schedules me for a service call on September even though I asked for sooner as I’m without a washer/dryer [redacted] repair comes and takes apart the washer where he notices sever rusting, molding, and possible damage to my home pipingRepair advises me not to use both products as [redacted] will contact Spenser’sHe said this damage is on equipment years old not months old and will cause further damage to your pipingSeptember Spoke to a Jim B [redacted] from Spenser’s after I made complaints to Revdex.com and [redacted] who was rude and belligerent when I was trying to explain what I was experiencingHe kept saying that he would go to bat for me but not for a quick resolution as he couldn’t promise anything in form of responsibilityI left the conversation more upset and without a washer/dryerSeptember bought MaytagSeptember Goldwing repair cameOctober Spenser’s picked up old washer/dryer fightOctober Jim B [redacted] wrong number/ wrong base amount 480-777-October disputed $with Charlie from Synchrony bank
On 3-Goldwing appliance fixed his range and we have heard nothing since Thanks for bringing this to our attention
We are currently working with the customer on a resolution thanks for bring this to our attention
Thank you for letting us know about this issue We have spoke with Mrs [redacted] and have rectified all her complaints Thanks again for informing us of these issues
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.I also would like to stress my appreciation to Spencers for stepping up to the plate and standing by the products they sell I will continue to shop at Spencers and recommend them to others Regards, [redacted] ***
We are sorry to hear Mr [redacted] is not happy with his Simmons Comforpedic IQ mattress We here at Spencer's strive for excellent customer service The manufacture Simmons and Spencer's will take the mattress back and refund the customer his money back Thanks for letting us know of this issue
We are sorry Mr [redacted] is having this issue We have service set up with [redacted] Appliance for Thursday Jan 27th to better understand his concerns We appreciate Mr [redacted] for bringing this to our attention We can not find any service history since Oct 4th when an anti tip bracket was installed The other service calls were cosmetic We hope to have more answers after the service call and will better understand his concerns
Dear Conciliation & Engagement Specialist at Revdex.com,In response to customer [redacted] and her enclosed statement, here is the corresponding information regarding her business with us [redacted] set up an month contract on our Rent to Own program on 04-29-for a washing machineOur contracts have an initial rental term of three monthsThis requires the customer to pay the first three monthly payments regardless of continuation of agreement or cancellation of agreementThis was explained to [redacted] by our sales person who completed the contract with her and the contract has her initials and signatures on all areas of said contract verifying that she understood and accepted the conditions put forthAfter receiving the letter from the Revdex.com it is obvious that there was a misunderstanding on her partThe washer was returned and we are willing to waive any and all balances due attached to [redacted] as an attempt to remedy this misunderstandingIf you need any additional information please feel free to contact usRyan M [redacted] Rental Manager Spencer’s TV and Appliance [redacted] **Goodyear, AZ [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***
We are sorry to hear Mr [redacted] is unhappy with the service Spencers TV and Appliance has given him On Dec 10th, we were asked to drop off a range, dishwasher, otr microwave and a water softener We also picked up trade in appliances that were credited to his invoice Attached you will find that he signed for the product as clear of any issues or damage He declined our Spencers appliance installation company and Ameriflow installation of his water softenerOn approximately 1-6-he called salesman Kevin K saying his plumber thinks parts are missing from the water softener which inhibited the plumber from finishing the install Ameriflow went out on 1-9-and found an improper installation and Mr [redacted] paid Ameriflow $and was satisfied that the water softener was working properlyAs far as the dishwasher issue this is the first we have heard of it Again on 12-10-he signed for the products as free and clear of issues and damage(see attached) He declined our services on installation of his appliances so we are not sure when and where the damage came from We do not feel any refund or reimbursement is warranted and will be closing this matter I hope you agree with our decision Respectfully, Spencers Customer Service
I am sorry to hear Mr [redacted] is upset with his experience at Spencer'sYesterday we delivered Mr [redacted] 's new washer and we hope he is happy Invoice attachedThanks
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.I hasten to add that Spencer's came around only after I filed complaints with the Revdex.com and my bank to dispute the entire purchase It is a shame that a company founded on customer service and vying for relevance against the cheaper big box stores takes a very "transactional" view of its customers This is my fourth purchase with Spencer's yet they treated me as if they didn't care how much business I had given them over the years nor realized how badly I could have damaged their future sales by taking my business elsewhere AND "spreading the word." As an example, we dined with friends who were about to go to Spencers but changed their mind when they heard about Spencer's policies and their short sighted treatment of its loyal, long time customers Re-stocking fees are "nonsense" They are a cost of doing business these days in retail except on special occasions when there is abuse (e.g [redacted] fees on HDTV around Super Bowl)...but even then retailers don't try to make up their entire margin on the backs of their customers Regards, [redacted]
We are sorry to hear Mrs [redacted] has not found our customer service to be acceptable We have offered her 100% credit back for the purchase of another bed which will suit her needs and sleep habits We have stated to Mrs [redacted] that we will pick up and deliver the new bed free of charge with no extra fees or delivery charges This is over and beyond our bed return policy that is posted in every store Thanks [redacted] ***
On 11-12-we changed out his refrigerator and he was happy We have not heard from him since Thanks for bringing this to our attention