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 has 16 locations, listed below.

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  Spencer's TV & Appliance

  17500 S 40th St Chandler, AZ 85226-2572

  
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  Spencer's TV & Appliance

  115 W 1st Ave Mesa, AZ 85210-1311

  
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  Spencer's TV & Appliance

  14202 N Scottsdale Rd Scottsdale, AZ 85254-4077

  
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  Spencer's TV & Appliance

  14202 N Scottsdale Rd Scottsdale, AZ 85254-4077

  
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  Spencer's TV & Appliance

  525 W 21st St Tempe, AZ 85282-2027

  

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:11/26/2024

  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.

  On Nov 9, 2024, we purchased a number of items from ******* Appliance on ***************, including a fridge and freezer for a house in *******, ******. On Nov 13, 2024, the person transporting these two items to ****** for us retrieved the boxed items from the ************************ on *********** . The items were loaded onto the trailer by ******* employees then secured by the owner of the trailer. He arrived in ******* with the unopened boxes on Nov 18th, at which time we proceeded to open the boxes. The freezer was fine however refrigerator had substantial damage in multiple places, some of which appeared to have been glued as a repair. We contacted our sales person, ******* ********, sent pictures and asked for help. ******** responded that the damage to the fridge had clearly happened outside of the box and he didn't know what we wanted him to do about it. I stated that we agreed that the damage was incurred out of the box, as we had just opened the undamaged box of a damaged fridge, and asked that he please look into the matter. We were told we would receive a call back.A number of days passed in which I had to repeatedly call to ask for information. Eventually, on Nov 21, 2024, we received an email from Spencers stating that they have deemed themselves and the manufacturer blameless. They indicated that either we or man who transported them somehow opened the box, damaged the fridge and re-boxed it perfectly prior to calling. This would be practically impossible and we are now asking for your assistance.

  

  Business Response

  Date: 12/10/2024

  This customer purchased these units brand new in box, and the boxes were in great shape when their transportation driver secured them to their trailer and left the warehouse. Customers have the option to inspect the product on the dock prior to leaving, but the person doing the transportation declined to do that. Additionally, we have a firm 48 hour policy to report any cosmetic damage to appliances once the customer takes possession, and this was not reported for several days. Finally, we have never received product with such extensive damage in a box from the manufacturer in the decades that we have been doing business. The damage is simply not consistent with normal handling damage that can happen while in box. We cant say exactly what happened to this appliance,but we do know that it did not leave our facility in that condition. For these reasons we cannot replace, repair, or refund these appliances. 

• Initial Complaint

  Date:11/16/2024

  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 went into the Ray location the end October 2024 and purchased an expensive package for our new home after a word of mouth referral which frankly has turned into a nightmare. From the huge amount of money spent; to the second hand floor model dryer we had to settle for because Spencers didnt want to give us a refund on both appliances. The dryer was due to come on November 2-5. And it was pushed back after the 21st. They wanted us to get a non matching set and pay more money for it. Then the mattress we purchased. Which isnt even 30 days old and has a huge rip in the seam. We received a message from some third party person stating they can come more than 3 weeks from now to look at it but no solution would be provided for an additional 10 plus days after that if at all. What type of business is this to where customers spend this type of money and are then pawned off. So angry we actually opened a card with them ; but believe me as soon as its paid off we wont ever look back or refer them. Completely disappointed in how things have been handled. We want this resolved ASAP and not a month from now. If we cant get a replacement then come pick up your trash mattress and return our money so we can get a new one. Dont know anyone willing to put items they cant effectively use in their new home.

  

  Business Response

  Date: 11/27/2024

  Upon looking into this complaint, the dryer had been delivered and the manufacturer of the ******** agreed to an exchange due to the tear. This appears to be resolved, and we hope that the customer enjoys their bed and ***********************. 

• Initial Complaint

  Date:11/02/2024

  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.

  Im writing to share my frustrating experience with Spencers Appliances, hoping it might help others think twice before purchasing from them. After investing over $6,000 in new kitchen appliances, I was excited to finally upgrade our space. I had the cabinets painted well in advance of the installation, only to have the installer scratch them up while putting in the microwave. When I reached out to Spencers to report the damage, the person I spoke to got angry and hung up on me. This happened not once, but twice!Weeks passed with no resolution. Finally, when my fridge arrived, all the sales associate cared about was getting payment for delivery, despite knowing about the ongoing claim. An installer was scheduled but never showed up. When I called Spencers, I was told he had contracted COVID, and that someone would be in touch. That was 2.5 weeks ago, and I still havent heard anything.Ive called the store multiple times since then, but theres been no follow-up or resolution. Its incredibly disappointing to see such poor customer service, especially after making a significant investment. I hope this serves as a warning to others considering Spencers for their appliance needs. #SpencersAppliances #CustomerServiceFail #BuyerBeware

  

  Business Response

  Date: 11/12/2024

  Upon looking into this concern, the delivery company and the customer are currently working together towards a resolution. 

• Initial Complaint

  Date:10/31/2024

  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.

  need replacement of stove ***. No response or reaction of when part will be replaced. Possibly 4 to 6 weeks?I am physically handicapped and healing from surgery.Can not cook even a light meal. Power was turned off,No response from company

  

  Business Response

  Date: 10/31/2024

  This customer had a service appointment on 10/16 and it was determined on that visit that a new burner switch was needed, as hers was keeping the burner turned on at full power, which is why the cooktop was disconnected from the outlet, as it is a safety issue to leave it in such a state. The only place in the world currently that has this replacement switch is in **************, and due to the effects of the recent storms, they are operating at less than 25% capacity, and are filling parts orders as fast as they can given the circumstances. When the part arrives, the customer will be called, and the part installed, restoring the functionality of the cooktop.Unfortunately, there is not a lot Spencers can do to move this matter along any faster, because the one place that has the part is already working as fast as they can, and the warranty from the manufacturer is a repair first warranty.If the customer wishes to call the manufacturer directly and make a case for a replacement due to the parts delay, they can definitely do so, but Spencers does not refund or replace appliances in lieu of the manufacturers warranty process. We do hope that they are able to ship the part soon, because once we have it we can come right back out and fix that cooktop. 

• Initial Complaint

  Date:10/25/2024

  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.

  My husband went there and got **** and sharp they were both 50inch tvs . The two tvs were detective and they both had pixels and *** and ****** and they always argued with my husband. They both cost $ 2 ***** because he never did free delivery and we lived on ********************************** **********************. We live somewhere different now .we are recovering from covid. Our landlord wouldn't renew our lease and we were homeless for 24 days and lived in a motel room. We are on oxygen. *** never really helped my husband and me and he wouldn't fix the problem and ****** either.Resolution, we want our money back. Thank you

  

  Business Response

  Date: 10/28/2024

  We are sorry to hear that your tv is in need of service. The manufacturer warranties the tv against defects for a period of time after your purchase. If you are still within warranty, please contact them directly and they will let you know how to get the tv repaired. If you are outside of warranty,you are free to contact any tv repair servicer you choose, and they will let you know what it will cost to have the tv repaired. 

• Initial Complaint

  Date:10/25/2024

  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 hope this message finds you well. I am reaching out regarding an unresolved issue with my recent appliance purchase from *******, specifically concerning the fridge ******** August or September 2023, I purchased a fridge, stove, microwave, and dishwasher, all in a matching brushed black metal finish by *******. My sales associate, ****** *******, has assisted me with multiple properties and assured me that the fridge (Item #RF29A9071SG) would have matching doors. He mentioned that these special order doors would arrive within 4-6 weeks.Unfortunately, it has now been over a year since my purchase, and despite my numerous follow-ups, I have yet to receive any updates or responses regarding the door replacements. I have been patient, but the lack of communication and resolution has been disappointing.I am attaching the following documents for your reference:The modified invoice (as of May 2024) reflecting my request for a credit for the doors.The original invoice.A record of text messages exchanged over the past year inquiring about the status.I kindly request your assistance in resolving this matter promptly. Thank you for your attention, and I look forward to your swift response.

  

  Business Response

  Date: 10/30/2024

  We apologize that this process is taking so long. This is part of a rebate program through *******, not Spencers, and as such we do not step in and provide compensation in the event that there is an issue with Samsungs rebate program. We encourage you to contact ******* directly, as this is a ******* issue, and ******* would be the best party to assist you in solving a problem with their rebate. Please contact ******* directly at ************** and they will assist you with your rebate. 

• Initial Complaint

  Date:10/10/2024

  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 am writing to formally detail the series of unfortunate events surrounding the installation of six appliances I recently purchased from your company. My total out-of-pocket cost for these appliances, including tax, exceeded $19,000, and I paid over $625 for installation services, which were supposed to ensure that four of the six appliances were professionally installed, tested, and ready for use.Unfortunately, the installation process was anything but satisfactory. At the end of the initial installation, not a single appliance was functioning. This resulted in three additional visits before my column freezer and column refrigerator were finally installed and operational.Additionally, my Free Standing Pro 36" Range was incorrectly installed, requiring the technician to make adjustments and test the unit to achieve proper leveling and functionality. Moreover, there was a significant issue with the single wall oven that I was unaware of until minutes after the installer left. When I reported this problem, I was advised to let the service team examine the oven instead of the installer. It felt as though there was prior knowledge of a potential issue with the oven not closing or opening properly.When a technician finally came out, I was informed that the entire oven would need to be disassembled and reassembled due to a defective hinge assembly. This further exemplifies the negligence during the original installation.Given these ongoing issues and the subpar service provided, I am requesting a reimbursement for the installation charges and an immediate resolution regarding the defective oven.

  

  Business Response

  Date: 10/21/2024

  The sales manager for the location where the appliances were purchased and the customer have been in contact, and are working out a solution to address these issues. 

• Initial Complaint

  Date:09/14/2024

  Type:Delivery 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 refrigerator from ********* Appliances and when the delivery company delivered it they damaged shelves in the freezer. The delivery company people never reported the damage and it has now been nearly two months since we purchased the refrigerator. ********* repair company told us several times they are on order and still no results. Then the repair company stated they have no record of the order for replacement shelves. This needs to corrected or I want a new refrigerator.

  

  Business Response

  Date: 09/19/2024

  The parts for this refrigerator are due in very soon, and once they come in the customer will be contacted, and the parts installed. We apologize that it has taken longer than expected, but it looks like the wait is nearly over, and we will call right away when they arrive. 

• Initial Complaint

  Date:08/29/2024

  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 6.6.24 I purchased 2 ***** Dishwashers for $5228.00 plus tax from Blake ****** *he store manager. *********************** He said we would get $400 x2 rebate from *****. ***** wrote that Spencers was not eligible to do that, after I was unable to get online. Numerous texts and a phone call were not returned once appliance was installed. See copy of text from Blake acknowledging rebates, then nothing after 6.8/24. Also attached is note from ***** stating Spencers was not on their list.

  

  Business Response

  Date: 09/11/2024

  The store manager has reached out to this customer to attempt to resolve the issue. The models that the customer purchased do qualify for the rebate, and the store manager is working with our ***** rep to get the rebate pushed through their system. This is entirely a manufacturer issue preventing the speedy delivery of these rebates, though we are doing as much as we can to nudge them in the right direction to get this rebate issued. We do hope to have good news for the customer very soon as we continue to work with the manufacturer to approve this rebate. 

  Customer Answer

  Date: 09/13/2024

  At this time, although ***** has my telephone and email, having spent a great deal of time and effort on the phone/emails with their support and Rebates teams, I have heard nothing from from them.

    Although Spencers claims this is *****'s issue, ***** told me just the opposite, that I needed Spencers to fix the problem, which I have been trying to do since early June.

     So, I am guardedly hopeful, but given Spencers refusal to help, I must reject at this time since Spencers has NOT resolved this long standing problem.

  

  Business Response

  Date: 09/19/2024

  As stated in the previous reply, the store manager is working with the ***** rep to get their system to approve the rebate, as Spencer’s was definitely a valid participant in that rebate program, and the rebates are promised by the manufacturer, not Spencer’s* ***** gives Spencer’s no incentive to use incorrect rebates, or process rebates at the store level. Manufacturer rebate processing happens with the manufacturer, which is *****, and as such the Meile rep that we work with has taken over the process from us. Once this rebate is available, ***** will issue it to the customer. 

  Customer Answer

  Date: 09/21/2024

  To BBB:

  Thank you for your continued efforts.

  The fact that a large business like Spencers, experienced in sellling appliances like this, continues to get rejections from Miele after their resubmissions.

  This should be easy for a large firm like Spencers and raises serious doubts in their representations that rebates will be forthcoming.

  My patience is waining.

• Initial Complaint

  Date:08/07/2024

  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.

  My husband went to the location on ********** and country club in **** ******* ***** . The ************* was rude because we had a pixel on our **** and sharp and there was a pixel on that too.it cost $3,000 dollars. And the other guy and *** wanted us stuck with a TV that didn't work correctly. And we really wanted our money back and he always complained about his wife and ***************** he bought the same tvs we bought the same tvs. And he was so worried about his wife and it made us upset. We went through the company and they never helped us. We are on oxygen and have cold and other health issues we just want our money back. Thank you.

  

  Business Response

  Date: 08/13/2024

  We are sorry that you are having a service issue with your television. The manufacturer has trained and certified repair technicians that can address any service problem that you may have under the manufacturers warranty. All you would need to do is contact the manufacturer by phone, and they will connect your with a servicer in your area that can make the repairs.Covered manufacturer repairs are done at no cost to the consumer, and if you are still under warranty, this is the best way to get that tv repaired and back running the way you expect. Please give them a call, and they will dispatch a tech that will make sure your tv runs as it should.