ComplaintsforSpencer's TV & Appliance

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have shopped at ********* before and were pleased. this time our refrigerator needed to be replaced. *** helped me and I was debating between the Bosch 800 series and the ** Cafe model. He sold me on the **Cafe. they were able to deliver the next day. great. after it was installed I noticed the front was scratched and dented. I called the store and let them know. They had a tech from ** come out. he said they would have to replace the door shell and it would be a two hour job. sounds crazy. Also would be a couple weeks until the new shell could be located. I asked him about the ice machine that is set to cubes yet comes out as crushed half the time. He explained that was a fault in the design. later confirmed with the salesman. We decided this was not satisfactory and asked if we could exchange the machine for the Bosch we should have purchased originally. Not without a $800 restocking fee! We have a refrigerator freezer that wont make ice as described.

  

  Business response

  06/12/2024

  ********* and the customer have come to an agreement that is acceptable to both parties. 

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 5/21/24 my husband and I visited and purchased 3 appliances from Spencer's TV & Appliance at the ********** showroom. When our salesperson was inputting all information into his computer to process the sale, we asked him several times if there was anything else we needed for the install. Each time he said no, we have everything we need. In addition to the charges for the 3 appliances, we were charged for installation and haul away for each appliance. Acceptable at this point. Long story shortened due to the limited characters allowed in this post, we were charged additional amounts from outside companies referred to us by ********* totalling $434.31 for their charges and shipping costs. We feel that this information was hidden from us at the time of purchase. The issue was that we werent told about this at the showroom. Had we known this, we would have reconsidered our purchase. We are an elderly, fixed income couple. Any large purchases we make are planned and saved for in advance. We feel that it is only fair for Spencers to reimburse us for these additional shipping and installation costs that were paid by us, given that we were not told in advance of the additional costs that might be required of us at the time of purchase. ($184.31 and $250.00)I can provide you with copies of the invoices from MicroTrim and ********** Services, LLC if needed.We feel that it is only fair for Spencers to reimburse us for these 2 additional costs that were paid by us to outside businesses referred by ********* given that we were not told in advance of the additional costs that would be required of us at the time of purchase. ($184.31 and $250.00)We would appreciate your response to this email and request as soon as soon as possible.

  

  Business response

  06/04/2024

  When a customer makes a purchase of new ***********************, we dont know what their home looks like, what kind of electrical connections they have,gas valves, cabinets, countertops, plumbing, etc. Since we dont know any of these things, we give the customer specs on the *********************** that they purchase,which is noted on the second page of the customers invoice that was not uploaded to the BBB. We give customers the specs on the *********************** so they can look when they get home, and make sure that the area is to spec, and ready for install. Our install fees cover standard installation of appliances in openings that are correct according to the manufacturers spec sheets. Had this customers cooktop and microwave cutouts been to spec, there would have been no additional charges. The salesperson gave the customer the specs of the *********************** they purchased, but the customer did not use them to check if what they bought was going to fit. Again, Spencers cant do this ourselves, because we dont live in the customers home, and every home is a little different. In this case, the customers granite needed to be cut to accept the cooktop, and they purchased a 30 microwave when they had a 36 opening, which required filler pieces on the sides to install. This should not have been a surprise to the customer at all,since all of this information was on the spec sheet, and it would have been easy to tell that their opening was too small for the cooktop that they chose,and the microwave cutout was 6 too large. We are sorry that the experience wasnt what the customer was expecting, but it was not due to any shortcomings or withholding of information on the part of Spencers, so we cannot assist with paying these additional expenses, as they were necessary to get the openings to spec for installation.  

  Customer response

  06/04/2024

  We did take measurements to the best of our abilities before going to the showroom.  The second page of our invoice you are referring was NEVER received.  There is only 1 page stapled to the back of the inside of the folder and the charge card receipt stapled to that 1 page that was given to us. There was only 1 page to take a photo of. Also separate pages of specs were found when we arrived home that night. There is no way we can prove this to you.  We dont appreciate whoever responded to this complaint insinuating that we were withholding information. We have been a good customer with ********************** for a long time. We were aware of the size difference of the open space for the microwave, however, we were NOT told by the salesman that there would not be any microwave filler pieces included in the box with the new ** microwave. Our old GE microwave came with side filler pieces to make up for the space difference. Regarding the ** cooktop, we wish we had been told on the phone when we called that there would be an additional installation fee by an outside installation company.  Upon re-thinking after sending our original letter to you, we realized that we should have only asked to be reimbursed for our original installation fees for the microwave and cooktop.  Spencers never installed these two appliances but just left them in the box at our home when it was discovered that they wouldnt be able to do the install. Spencers charged us $90 for the cooktop and $99.95 for the microwave installations.  Please reimburse us for these 2 installation fees since you did not install them. Sweet **** Services (the company you referred to us) performed the install and charged us. We hope that we can come to an agreement on this request and hope you can see our side of this issue.  Thank you for your time and attention to this matter.   Mr and Mrs *********************

  

  Business response

  06/05/2024

  The installation fees that Spencers charges for putting in the cooktop and the microwave are the standard installation charges for those appliances. The additional charges that you paid to the installer were for the modifications to get the areas to spec to be able to perform those installs.Those do not include putting in the appliances, as those fees were for the granite cutting that needed to be done because your cooktop opening was not large enough, and the filler pieces that needed to be ordered due to choosing a 30 microwave for a 36 opening.  Those are not install charges, they are more like remodeling charges. Sweet **** Services is still paid by Spencers for installing the microwave and the cooktop, which you were charged $99 and $90 respectively for installing. Additionally, you stated in your reply that you did have the specs from the salesperson, and that you thought that the microwave came with fillers since your old one did.Unfortunately, without you telling your salesperson that filler strips for the microwave were important to you, we dont know that you made such an assumption. This would be no different than assuming that your new dishwasher came with a third rack, since your old one did, or assuming that your new washing machine will have a deep fill feature, because your old one did. This is one of the many reasons we send customers home with specs, so they can be reviewed, and surprises can be avoided. We apologize that this did not happen in this particular case, but all of the tools were given to you to ensure that you were purchasing exactly what you wanted. Finally, at the point where the mods were being discussed in your home, the installer told you that you could decline the work, and talk to your salesperson about picking out different appliances that fit the existing cutouts, which you declined. For these reasons, Spencers cannot be responsible for the choices that you made regarding getting these appliances installed.   

  Customer response

  06/05/2024

  
  Better Business Bureau:
  

  We have reviewed the responses made by Spencers in reference to complaint ID ********. Unfortunately we have decided that this is no longer worth our time and trouble to keep going back and forth with this company over this.  We are not happy with their responses and cannot prove what was said or wasnt said to and from everyone involved on our behalf or by us.  We are always hopeful that people or companies will admit when they might be wrong, apologize and do the right thing in the end.  It saddens us that this is what the world has come to.  Because of the fact that this has become a bigger burden and headache than what we expected, we will not be pursuing this complaint any further

  With honest and best of intentions,
  
  *********************
  
   

  
  

• Initial Complaint

  06/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new refrigerator from this store and it was delivered with a dented door.They agreed to replace the door and scheduled to send a replacement for it. It was the wrong door.So now, every few months they send a guy out with a door to replace the dented one with and it is always the wrong door.They have made four or five trips with the wrong door and have never replaced the door.I have called and left messages for the manager and have even gone in to the store in person to talk with him, but havent there and has never called me back.This has been going on for almost **************************************************************** a call back about why the heck it is taking so long Even the poor guy that keeps coming out with the wrong door is embarrassed.

  

  Business response

  06/13/2024

  We apologize that this replacement door is taking so long.Spencers has purchased several from the manufacturer directly, using their specific part number associated with that door, and still they continue to send us incorrect parts. The service manager has reached out to the manufacturer and ordered what we hope to be the final door, having disclosed all of the previous errors on the part of the manufacturer that have occurred up to this point, and they both believe that this is the correct part number, and the correct door that is being sent to us. Their ETA is about two weeks, and we will contact the customer to install once it arrives. Again, we apologize that the manufacturer continues to send us the wrong door when we have been ordering directly from their parts diagrams for the exact model that the customer owns. 

• Initial Complaint

  05/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I Purchased a Beauty Rest Called Black Beauty from Spencers Appliance. Phone number ************. My sales man was *****. However I have talked to the whole store at one time or another includeing manager. This bed was less then a year old when I first call to complain about this bed. In the mattress it has lumps and bumps and springs coming out. It is the worst mattress I have ever had in my life. I am ********************************** February. No return calls. They had both mine and my husband cell phone numbers. I have my cell phone on me all the time. I thought this past Thursday it was going to be handled finally they send a mattress inspector out. Well he never showed up. I go no where I am in a room of my house where I see all traffic going by. My visiting nurse came that day also. Now they were to be here today at 9:00 no show. I have called for this mattress at least 25 times. My window in my office looks out on my dirt road and no one has come. My camera is pointed on my road no one has come. They know they have to call so I can let them in because I have two dogs. Please help me. I am on SSI and took 4 years to save for this bed. I wanted a replacement now I look for a refund. Please help Thank you very much *****************************

  

  Business response

  05/29/2024

  Were sorry to hear that the bed is not to your liking. In order to serve you, we do need to have that bed inspected by a qualified technician in order to determine if it is eligible for exchange. I know that you mentioned contacting us being an issue, though I can see in our call log that between 4/24 and 5/28 you were called 14 times, which is almost every other day, with most of the calls resulting in having to leave a message on your machine. There was a mix up on your last appointment with the company doing the inspection, and unfortunately they believed that the inspection was on schedule when it was not, and we apologize for that. We called them to address this miss, and they have already reached out to you to re-schedule. If you have not spoken to them yet, please check your messages and call them back to schedule. Until we have a successful mattress inspection, we cannot move forward, as it is the responsibility of the mattress manufacturer to uphold their guarantee against defects in the production of that mattress, and if it is found to be that the mattress has not held up to the warranty standards, the manufacturer will issue us the appropriate paperwork to take care of it for you. Please check those messages if you havent already, and we look forward to getting that mattress inspected. 

  Customer response

  05/29/2024

  I am disabled so I am home all the time. I have cameras and you are not on them. I answer my phone all the time because that is how I communicate. It is really funny I answer my phone to you and not to them. You at Spencers several times told me how bad they are. So please do not candy coat this. I just want them to replace this 4k pc of junk. Or give me my money bck so I can buy a real bed. You have not lived up to your side. I just want someone to help me. how often do you think a disabled person gets out and 71 years old. ************. You have been contacted 15 times. Not just twice. 

  Thank you 

  **************************;

  

  Business response

  06/04/2024

  When we responded to this complaint on 5/28, the mattress inspection company had already made a call to the customer to schedule their inspection,which was not answered, and a message was left. We followed up with the inspection company and they were eventually able to make contact with the customer, and they were scheduled for their inspection on 6/1. If the inspection reveals that the mattress is defective, the manufacturer will issue a replacement credit for the customer. Without an inspection deeming the mattress to be defective, Spencers does not exchange, return, or replace mattresses due to comfort reasons. Used mattresses cannot be re-sold, and Spencers makes it very clear before purchasing that all mattress sales are final, with the only exception being if it fails a mattress inspection and is deemed defective, and the manufacturer replaces it. Once the inspection has been finalized, as can move forward with the customer.    

• Initial Complaint

  04/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My husband and I attended a Preferred Customer Sale at the new ********************** Camelback Location on November 7, 2023. We purchased the Whirlpool four-piece appliance bundle they had on special with the understanding that we were to receive a $400 rebate. We actually purchased a refrigerator we didn't need because this was such as "great deal." At checkout, I asked specifically how we get the rebate and our rep said, "I'll take care of that." We never received the promised $400 rebate. I have contacted our Spencer's TV sales person, ***************************** via email on several occasions since then. Twice he has responded with an apology and said he will take care of it. But we still have not received our rebate. I've looked at the ********* website and have searched for a way to escalate this situation to an executive within the company, but I can't find a means to do that. I feel that ****************** and the company misled us to believe we would receive a $400 rebate when purchasing the appliances. And I feel ****************** continues to mislead us by saying he will take care of it but never follows through. This is very disappointing to us as we did spend more than we intended to with the understanding we would receive this rebate. And the fact that we were supposed to be "preferred customers." Please let us know if there is any recourse we can take to get our promised $400 rebate.

  

  Business response

  04/24/2024

  This customers rebate issue has been addressed. 

  Customer response

  04/26/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  04/16/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I was working with ********************* (Sales Representative). **** provided me with an invoice for the price of my water heater, along with the pricing for the installation services of my water heater (to be conducted by a third-party installer). When the third-party installer arrived to install my water heater, the pricing for the installation was significantly higher than the pricing provided on my original invoice from **** at *********. I spoke with **** after the installation to let him know about the price discrepancy between what was on the original invoice and what the third-party installer charged. **** proceeded by providing me with the pricing list that the third-party installer shared with *********. The pricing that the third-party installer shared with **** and ********* is higher than what **** provided on my invoice. Upon reviewing the third-party pricing provided by *********, I can see I was charged the third-party installer's basic rate. When I asked **** why he provided incorrect pricing on my invoice from *********, he shared that the ultimate installation pricing depends on the complexity of the job. I reminded him that since he provided me with the third-party installer's pricing, I had the transparency to see that I was charged the basic rate.Then, **** admitted that he routinely underprices the third-party supplier's installation fees to make the sale. When pressed, **** asserted that he would continue to underprice the third-party installation costs moving forward. Only when the third-party installer arrives will future buyers realize that **** deliberately underrepresents the third-party installer installation costs.

  

  Business response

  04/17/2024

  ********* and the customer have worked together and came to a resolution that is acceptable to both parties. We both consider this to be resolved. 

  Customer response

  04/19/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Bosch dishwasher on 10/26/2021 and it was received with front panel having a dent on the front panel. The delivery person said they would tell management and they would schedule a time to come out and replace it. I have call numerous times since then and still not received the front panel. I have spoken to ***** the manager and he always promises to call me back about it but he does not. I simply want the front panel to be replaced. I was told originally that they couldn't get the panel because of COVID. Then it was that they emailed service **** but they never got the email. Then it was that they would have to order the part and then they would call me. It's always some excuse. At this point I want the front panel and a reiumbursement for my time and energy trying to resolve this since 2021.Date of transaction 10/26/2021 Amount paid $558.53 Invoice number EK5797 Invoice under *************** ******** LLC

  

  Business response

  04/04/2024

  We were able to source the dishwasher panel, and our service and repair division will be calling the customer to have it installed. We do hope that this alleviates the customers worry about the dishwasher. 

  Customer response

  04/09/2024

  
  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.

  I received a call from Goldwing Appliance this morning that they would be installing the panel but with no advance notice it can not be repaired today. I am waiting to hear back from them so that I can schedule an appointment for the repairs.
  
  Regards,
  
  *********************
  
   

  
  

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased five major appliances from Spencer's TV & Appliance - ***************. for a major kitchen renovation. When ************* was completed last spring and equipment installations began, there were two problems with the ** Combo-Oven (LWC3063_) and of which ********* salesperson was notified immediately!1) One oven rack had protruding metal shelf wires (resolved - they immediately shipped me a replacement) 2)The "Bottom Decorative Trim" as described in Overview Manual (a.k.a. "Metal Bottom Trim" in Quick Install Guide) was MISSING! It is now going on ONE YEAR and despite some efforts by the salesman (shipped on incorrect part, ordered another part that was also incorrect and arrived damaged, contacted ** representative) THE CORRECT PART REMAINS MISSING AND I STILL HAVE A VISIBLE OPEN SPACE BETWEEN *************** AND *************!

  

  Business response

  04/04/2024

  We apologize that this ** part has been so tough to get. We have never seen one of these units come out of the box missing parts, so it was likely tossed in the trash by whomever did the install on the wall oven. We were able to place another order with ** for the part, and they gave us an estimated arrival date of 2-3 weeks. We will give you a call to have the part installed once it arrives, and hopefully the part they send us is the correct one, and in good working order. Spencers does not manufacture the appliances,so we do have to rely on the manufacturer to provide parts when we order them.Hopefully all is well with this order, as this would be the third part that we have paid for in hopes of receiving the right one for you. We will be in contact once the part arrives. 

  Customer response

  04/04/2024

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

  Customer response

  05/08/2024

  Hello -
  My original response to the business was that their proposed solution WOULD BE satisfactory and I WOULD consider the complaint resolved IF it procures and installs the missing part. As neither of these has happened to date, please restore complaint status to OPEN (as it should never have been closed having not met conditions of acceptance)!
   It is now 4 weeks since their response estimate of 2-3 weeks - FOR OVER ONE YEAR I have been repeatedly advised that "we have ordered the part and will let you know as soon as it arrives and will can schedule installation".
  My desired resolution remains as before to procure and install missing part, but with the following additional conditions.
  1) SINCE I HAVE HEARD THE SAME STORY OVER AND OVER SINCE MARCH 2023, SPENCERS WILL NOW PROVIDE DEMONSTRATE THEIR EFFORTS TO RESOLVE BY PROVIDING WEEKLY STATUS UPDATES (with order number, vendor, contact name, shipping method/tracking number, scheduled delivery, etc.) to customer and ********************
  ** IF THIS IS NOT COMPLETELY RESOLVED BY MAY 31, 2024, SPENCERS WILL REMOVE THE DEFICIENT OVEN AND INSTALL AN IDENTICAL AND COMPLETE  REPLACEMENT  AT THEIR EXPENSE.
  
  Thank you for your assistance in this matter.

  

  Business response

  05/15/2024

  This product was delivered new in a box, with the factory straps still in place. The part in question was inside that box, though it is sometimes hard to notice in the packaging, and was either thrown away on accident by the customer or by the person that they hired to install the oven.This is not the fault of Spencers, though as a gesture of goodwill we have been trying to help the customer by ordering the part from *** One part did arrive already, and we sent drivers out at our own expense just to find that the part ** sent us was in fact the wrong one. After all of this effort, it is disappointing to see a list of demands from the customer now that our goodwill is taking longer than they would like. We dont have any control over how fast a part is made and shipped to us, and we cannot provide constant updates or tracking information, since the orders are made in bulk, and several parts come in each time. However, the place we ordered from is called *******, and we do believe that the part should be here this week. If the customer is still dissatisfied with the timeline, we apologize, but we will not be replacing the oven due to a part that the customer or their installer misplaced. They can always attempt to purchase the part on their own, and have their installer put it on if they wish, though we do hope that the customer reconsiders their stance on this issue, and waits for our call once the part arrives, which we hope to be here this week.  

• Initial Complaint

  03/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an ** refrigerator in July of 2023 and it was delivered in Aug of 2023, with a damaged door and a dent on the side. I was refunded $200 for the side dent. ********* stated they would order a new door. The door took until March of 2024 to come in and ********* sent a repair person to install it. The tech cut the water lines to the ice and water and then realized the door was not **************. He left stating his manager would contact me about next steps to fix and replace the door. It has now been 2 weeks, multiple calls to ********* and no one will give any resolution. I am told a manager will call me and no one does . I now have a refrigerator with no water, no ice and a dent.

  

  Business response

  04/04/2024

  In replacing a dispenser door there is a fitting that requires the line to be severed in order to remove the old door and replace it.This is completely normal, and part of the door change process. The service center has an appointment with this customer today, and we do believe that everything will be resolved after that appointment. 

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased brand new appliances from Spencers tv and appliance. Washer dryer and two refrigerators. One of the new side by side refrigerators is dented upon delivery. The installer said it will be replaced yet Spencers wont honor the replacement.

  

  Business response

  03/28/2024

  At the time of delivery, there was a dime size dent on the freezer door for the customers garage fridge, and the customer agreed to a damage allowance and ordering another door. This was reiterated by the store manager at the location where the purchase was made when the customer came in to discus the issue. ********************** does not replace entire appliances for minor cosmetic issues, instead the part itself is replaced. This would be the same as replacing a scratched panel on a new car vs replacing the entire car, or sending out another silverware rack rather than replacing an entire dishwasher for an issue with the rack. The customer has a fully functional refrigerator that simply has a small ding that can be addressed with a new door. Since the customer agreed to keep it at the time of delivery, and the refrigerator is now used at the point where they changed their mind about replacing the door,Spencers cannot take it back and provide a new one. The offer still stands however to replace that door for the customer, all they need to do is contact the store where the purchase was made to finalize. 

*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. ↩