Spencer's TV

The customer was given a brand new washer despite 2 different service companies finding an issue.  I hope you find this over and above the call to action.  Thanks for the reminder

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 18 month contract on our Rent to Own program on 04-29-16 for a washing machine. Our contracts have an initial rental term of three months. This requires the customer to pay the first three monthly payments regardless of continuation of agreement or cancellation of agreement. This 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 forth. After receiving the letter from the Revdex.com it is obvious that there was a misunderstanding on her part. The washer was returned and we are willing to waive any and all balances due attached to [redacted] as an attempt to remedy this misunderstanding. If you need any additional information please feel free to contact us. 
Ryan M[redacted]
Rental Manager
 
Spencer’s TV and Appliance

Goodyear, AZ 85395

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 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.

I am sorry to hear Mr [redacted] is upset with his experience at Spencer's. Yesterday we delivered Mr [redacted]'s new washer and we hope he is happy.  Invoice attached. Thanks

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.

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]

Here is the problem,  I paid for a new unit, both my washer and dryer were broken out of the box.  Company stated that buying a new unit does not mean it will work properly.  I think that is poor costumer service.  Spencer did basically nothing to help with this problem.  I setup all the repair appointments.  They basically sold me broken units, and left it up to me to get it warranty repaired by **.  ** stated that they do not replace units,  Its up to the local business that sold you the unit.  They care less about how long it took to repair these broken units.  Just don't seem fair that a company can sell you broken units.  They offered nothing !!! One of the rep's at the store basically told me too bad so sad.  They are not responsible for broken units that ** sends.  This is just a case of buyer beware .... ** would not take broken units and local store would.  Had to wait 2 months to get units working properly ... Never will buy from Spencer's Again.  Also, I will stay away form ** products.

Case #[redacted]After the complaint was filed on 4-29-15, our customer service manager [redacted] contacted the customer and offered his assistance in finding a solution to the recurring service issues.  After working with the manufacturer and looking through all the service records, he...

setup [redacted] with a replacement refrigerator. As you know, the manufacturers of the product get to decide whether to replace or repair an item still under warranty.  We will step in and help with the situation while working with the manufacturer to resolve the issue at hand.  In this case, after numerous repairs, we requested that it be deemed a lemon and went to bat with the customer to get a replacement.  It's never a fun situation for anyone when a product breaks, but it does happen.  That is why the manufacturers provide warranties.  I'm glad this one is resolved, but am sorry that the customer went through what they did in the process.The customer received a replacement refrigerator at no cost in May. Very Respectfully,[redacted]

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 2014 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.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Thank you for the follow up.  I'm not finished with them yet.  Finally after practically crying, they did order me the same refrigerator new and it had the same problem.  So their tech came over twice and fixed that problem last week.  Unfortunately, he dented the side of the fridge putting it back against my granite countertop and he had to order an icemaker because it does not work properly.  Really a sad statement against fridgidaire brand and frustrating because I have to take off work two times for every service call.Thank you, [redacted]

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.