Spencer's TV

I agree that most people's experience with this company is a great one. I had one of those times 20 years ago. But, my past experience with the company didn't go as well. They didn't honor their return policy for a refrigerator return after it was delivered and never used. They refused to take it back and the person that purchased it had a stroke the day it was delivered and passed away a week later. I think if they are going to post the policy in their store, they should honor it and take it back. They will never get my business again nor anyone I know of since word of mouth is greater than anything.

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]

April 13,2012, my wife and I took our savings to purchase side by side fridge, gas stove, microwave / Hood, dishwasher, side by side front loader washer and dryer. 23 months later and here are my issues after spending $5000.00. Gas stove works but oven igniter out again for 3rd time. One [redacted] broke off while wiping it down.

Dishwasher washes and when you open it, the dishes r wet,

Fridge handle comes off all the time, Chrisper drawer lip broke off on one side, ice maker spout broke off, and one door shelf has crack in clear plastic

I'm told now that extended warranty I purchased will not cover plastic shelf I was told at time of purchase they have a warranty extension so I purchased it. I was never told the warranty only covered part of the fridge

So when my warranty expires, I guess I will be a veteran with dollar store appliances cuz I can't afford it and I have had four going on five service calls.

Bought a high-end [redacted] Washer and Dryer. Salesman seemed helpful and knowledgeable, although he was unaware of how the default settings work (manual did not clarify), which required a service call. Price was as good as any advertised price I found, which they guaranteed. Delivery was the following work day; delivery and set-up was on time. This is the third purchase I have made at Spencers. I would use them again.

BEWARE! DON'T SHOP AT THE SCOTTSDALE SPENCER'S! When my washer broke I was in need of a new one immediately. I have children and need to do laundry. I went to Spencers and purchased a new washer and dryer. I only purchased the units that I did because they told me they were in stock. I needed next day delivery and that was what they promised me. The next day came around, they told me the washer was damaged, and the delivery needed to be the following week. The following week came around and they only had a washer they could deliver. I had to wait another week for the dryer and upon the delivery day I waited all day. Nobody called or showed up for the delivery. I called Spencers 3 times and finally somebody told me that again though dryer was damaged and they could not deliver it. This seems like a revolving excuse. Don't let them trap you into thinking that you were going to get next day delivery. Home Depot and Lowe's price match. I suggest that you get a written quote from Spencers if they are cheaper and take it to Lowe's or Home Depot. Your experience will be much better.

We paid an earnest money deposit and ordered a TV from Spencer's on 8-5-15. The TV has never been delivered and numerous telephone, e-mail and personal visists(2) to the store yield no answers. They simply keep the earnest money and do nothing.

Luckily I am a practicing attorney and will be filing a lawsuit against Spencers regarding this matter.

Buyer Beware !!!!! Know what you are paying for !!!!! I am not sure if its just 1st, Mesa location or all of Spencer's in the valley but, Know this!!!!! When you buy a product it doesn't mean that it will work correctly out of the box. What you are buying is a warranty that if it is broken they will warranty repair it. I bought a washer and dryer that was broken out of the box. They only way you can get around this is !!!!! Make sure they test every option of your NEW MACHINES ... Make them stay there 6 hours if needed. Not the normal 10-15 min test they perform. Once you sign it is yours. So, where I live it sometimes takes 2-3 weeks to get a service person out to fix the units. As far as LG's policy on this (They will say they are only in Warranty Repair) so its up to the local store to replace your unit and (They WILL NOT). Reason: No one wants to be stuck with a unit that's defective out of the box, so they make you eat it. Very Very Poor customer service by Spencer's and LG. So its been about 1.5 months and I am still waiting for my units to get repaired properly. Its possible that's what you get for paying cash for your units.

Nikki,The Spencer's manager is incorrect.  He told me I would have to settle for spots and stuff on the dishes, because he accepts those types of things on his dishes.  He has a [redacted] and not a **.  The manager came to my house and looked at the machine.  In the end he said I was stuck with this dishwasher.  He said the government is to blame because of energy efficiency laws in effect, dishwashers in general don't do as good a job as they once did.  [redacted], the manager, said because of the government regulations, a dishwasher now can only use about a gallon or two of water for the entire cycle and the wash water is reused as the rinse water, which is why dishes come out dirty and filmy.  He suggested I not use soap in the first wash cycle, and only a teaspoon for the second wash.  I tried that and the dishes did not come clean at all.  Food was still stuck on everything.  My water heater was even checked and the temperature was set just right, per **.[redacted] gave me some phosphate dish soap that you can only buy at Spencer's, and is illegal in most every other state.  [redacted] said that would fix the problem.  All it did was take the paint and color off  my coffee cups, and glassware and left a horrible film on everything.  The stainless interior turned white and streaked. I tried every kind of dishwasher soap sold in the grocery store with no luck.  My dishes have to be hand washed after running through a 3 hour normal cycle in this dishwasher.  ** has looked at the dishwasher several times and cannot find any mechanical failures.  One of the ** service techs said the lower dish rack is not a good design and allows dishes to fall through, which stops the spinning water dispenser from moving, but ** does not have a fix for this nor do any other ** dish racks fit this machine.  Clearly this is a defect that ** knows about but will not do anything about it.  Spencer's failed to tell me about this nor did they offer to exchange this machine for something with better reviews and features.  I've bought all my appliances at Spencer's so you would think they would want to retain me as a customer.  However, they only care about selling and making money, not about customer service.[redacted] recently aired a show on Spencer's and a female customer who had a similar problem, and Spencer's ended up taking care of that customer after [redacted] intervened and embarrassed them on tv.  Why can't they treat every customer equally?   I think they discriminate against female customers and take advantage when they can and at every opportunity.This is the worst dishwasher ever and it was expensive. I still want my money back.[redacted]

Dear Ms. [redacted],Thank you for the letter from Mr. [redacted], case number [redacted].  As I read his letter I feel bad that we disappointed him with the time of delivery.  I am sure that asking for a before 12:00 delivery and receiving it an hour or two after was a bit of an inconvenience...

for him and his family.  Mr [redacted] has had 3 service calls in the first year on his refrigerator.  Although I am sure you understand that we do not manufacture any of the items we sell, we do hold our vendors to a standard that protects our customers when they find themselves in a unforeseen bad situation.  It is our policy that if some has had 3 service calls in a year with the same problem, we will exchange it.  That does take a couple of days to get the authorization and as soon as we get the paperwork finalized from Whirlpool the exchange will be done for them.  We will notify the [redacted] family to when that will happen. [redacted]

In regards to case number [redacted],
I was the one who received this complaint back on 4-11-15 at which point I contacted ** and started working with him on a resolution.  After working with the manufacturer and speaking with the service center we decided to return the refrigerator and...

select something different.  It took a few weeks for the process to complete unfortunately because the [redacted]'s were traveling out of town and then once back in town they ended up in a car wreck.  We were finally able to meet in in person to select a new **del, and on May 1st we delivered their new unit.  I just called ** again today to check on him and everything is going well.  To be honest, I had never handled a Revdex.com response before this so I wasn't aware that I was supposed to send in paperwork to you explaining what we did for the customer.  I had taken care of him, but never shared that with you.  Lesson learned!Have a good day.Very Respectfully,[redacted]

Dear Revdex.com, Thank you for the opportunity to address Mr. [redacted] service on the dryer.  There was an ongoing service issue with the drying ability of the product in the home.  We made several attempts to service the appliance.  On one occasion we replaced the moisture...

sensor and on another we replaced the grille assembly.  There has been no other service calls since this was done March of 2015. I left Mr. [redacted] message this morning as a follow up.  If he has further concerns he can contact me at [redacted]
 Sincerely, Joseph S[redacted]Goldwing Appliance

A month ago I bought a refrigerator from Spencer's TV and Appliance in Gilbert, AZ. They said it was in their storage facility and would be delivered within the week. I had to call in a week and they said the one in their storage was sold and I would have to wait till Dec 3 to have it delivered. I was having a party and they absolutely promised it would be delivered. Dec 2nd I call to make sure it is going to be delivered and they said the delivery people would call me in the morning to give me a delivery window. Finally I called them at 10:30 (Dec 3) to find out when they were planning to deliver and the salesman, Clifton, advised me they didn't have it after all and it would now be delivered December 22nd. They gave me the run around, lied to me (twice), and are unreliable. My advise to you is to go somewhere else to buy your products.

At this point I believe it would be best for the customer to reach out to ** consumer relations at ###-###-#### (this info was provided the day I visited her home as well) and speak with them.  The warranty will cover the unit for the first year, if there is an issue found they will resolve it. Heres a a report on phosphate free soap.[redacted]
Also, please see this report from ** addressing some of the complaints.[redacted]

I was planning on purchasing 4 appliances, I put $100 deposit down and waited for remodel, because of the remodel going over budget we re-evaluated the purchase and decided to hang on to two of our older appliances and go get the other two new, We went in to make payment and schedule delivery for the two, In doing so they tool away all discounts that had been issued and where charging full price for the two we wanted so taking total from 2400 to 1700, which was just insane, the two items we cancelled where the most expensive LG washer and dryer. But we didn't want to lose our $100 dollar deposit, so we looked thru store for a GE range. As we sat at the desk and reviewed the other items it was clear the deal was better for the 4, so we said we will just go with the original. But because he started a new ticket the original deal was void, and they wouldn't honor it. We lost our $100 deposit and I will never refer or go into another Spencers again.

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,

I bought a Whirlpool Refrigerator and a Washer from Spencer's at a very good price. They took my old washer back after 30 days and exchanged it for a front loading one which worked better. Also 1 1/2 after warranty, my Whirpool Fridge/Freezer filled with smoke, I thought the compressor went bad, and feared the worst, and had expected the unit to be "toast" with a $1400 loss.. FORTUNATELY, it was a simple fix, and something had spilt in the fridge and and over time moved down onto the defrost coils, where it was burnt off.. Spencer's sent a Service Tech to fix this for FREE. The Whirpool Fridge/Freezer working GREAT now. GREAT SERVICE FROM SPENCER'S for me.

Dear Revdex.com, Thank you for the opportunity to address Mr. [redacted] service on the dryer.  There was an ongoing service issue with the drying ability of the product in the home.  We made several attempts to service the appliance.  On one occasion we replaced the moisture...

sensor and on another we replaced the grille assembly.  There has been no other service calls since this was done March of 2015. I left Mr. [redacted] message this morning as a follow up.  If he has further concerns he can contact me at [redacted]

 Sincerely, Joseph S[redacted]Goldwing Appliance

In regards to case number [redacted],I was the one who received this complaint back on 4-11-15 at which point I contacted ** and started working with him on a resolution.  After working with the manufacturer and speaking with the service center we decided to return the refrigerator and select something different.  It took a few weeks for the process to complete unfortunately because the [redacted]'s were traveling out of town and then once back in town they ended up in a car wreck.  We were finally able to meet in in person to select a new model, and on May 1st we delivered their new unit.  I just called ** again today to check on him and everything is going well.  To be honest, I had never handled a Revdex.com response before this so I wasn't aware that I was supposed to send in paperwork to you explaining what we did for the customer.  I had taken care of him, but never shared that with you.  Lesson learned!Have a good day.Very Respectfully,[redacted]

Buyer Beware !!!!! Know what you are paying for !!!!! I am not sure if its just 1st, Mesa location or all of Spencer's in the valley but, Know this!!!!! When you buy a product it doesn't mean that it will work correctly out of the box. What you are buying is a warranty that if it is broken they will warranty repair it. I bought a washer and dryer that was broken out of the box. They only way you can get around this is !!!!! Make sure they test every option of your NEW MACHINES ... Make them stay there 6 hours if needed. Not the normal 10-15 min test they perform. Once you sign it is yours. So, where I live it sometimes takes 2-3 weeks to get a service person out to fix the units. As far as LG's policy on this (They will say they are only in Warranty Repair) so its up to the local store to replace your unit and (They WILL NOT). Reason: No one wants to be stuck with a unit that's defective out of the box, so they make you eat it. Very Very Poor customer service by Spencer's and LG. So its been about 1.5 months and I am still waiting for my units to get repaired properly. Its possible that's what you get for paying cash for your units.

April 13,2012, my wife and I took our savings to purchase side by side fridge, gas stove, microwave / Hood, dishwasher, side by side front loader washer and dryer. 23 months later and here are my issues after spending $5000.00. Gas stove works but oven igniter out again for 3rd time. One [redacted] broke off while wiping it down.

Dishwasher washes and when you open it, the dishes r wet,

Fridge handle comes off all the time, Chrisper drawer lip broke off on one side, ice maker spout broke off, and one door shelf has crack in clear plastic

I'm told now that extended warranty I purchased will not cover plastic shelf I was told at time of purchase they have a warranty extension so I purchased it. I was never told the warranty only covered part of the fridge

So when my warranty expires, I guess I will be a veteran with dollar store appliances cuz I can't afford it and I have had four going on five service calls.