Spencer's TV & Appliance

Still waiting for my new washer/dryer to be replaced, purchased on 5/11/2020, both washer and dryer do not work and mother board on washer is no good, dryer does not dry. Was told by store manager in Goodyear to do my clothes outside since it's 110 degrees, we are now two months out and still have no replacements. Very poor service and do not purchase from a store that also is a rental store, we believe we were not sold brand new products and are going to seek legal action.

Years ago, I bought all new appliances from Spencer's. They sent an installer. The oven space ended up being different than the original one, so there was an open space under my oven. The installer sent by Spencer's charged me an additional $60 to create a metal plate to cover that gap. He disappeared, with my money. I told Spencer's about it. They said they would take care of it, but never did.
A few months ago, I decided I wanted to switch out my gas range for an electric one. In a conversation with Shane, he said an electric range needed a certain kind of electricity. I said I have a big box and a 3 prong outlet underneath my stone, is that good enough? He said 'yes.' So, we scheduled someone to come out. Cost me $30. He determined that I did NOT have the right electricity and it would cost me $3,000 to get the right kind of electricity. I told him I wasn't going to pay that in order to run the right electricity to this range. He took measurements while he was there.
Today, I need a new built in refrigerator/freezer, a possible $10,000 item. I called and told someone the story about the $30 I spent for nothing as I wasn't going to buy an electric range and I didn't need another gas range. He said 'well, because he took measurements, I can't credit you that $30.' I said 'ok, I guess I'll go to ***.'
I would have never had someone come out to take measurements if I knew that I could NOT accommodate an electric range. It was Shane who told me that, by my description, I had appropriate electricity for an electric range.
BTW...I spent $350 to have custom wood doors replace that gap underneath the oven in that other house. I didn't get a penny for that from Spencer's.

Purchased a 4 item package (Refrigerator/Microwave/Stove/Dishwasher) on 1/31/20 - Salesman Kenny. All good talk from Kenny - Frigidaire appliances wonderful, etc. In fact, he would throw in a 4-year warranty. Items all delivered ok and then the problems started. Microwave turntable would not turn. Ice cube maker in Refrigerator spit out shards of ice all over my floor - and ice cubes were miniscule. Dishwasher would not start, etc., etc. Called out their service company (under warranty) and some problems solved but others occurred. Now I have larger ice cubes (still maybe 1" x 1" x 3/4") but still spitting out shards. And refrigerator runs very loudly...I can hear it 25 ft. away. Motor replaced in microwave but the installation caused that on a windy day something metal is rattling all day long. And the dishwasher is causing me to think I don't know how to press a button to start the machine...sometimes it takes 4-5 tries to get it started. The service person (Bob) from Spencer's warranty people (Goldwing) did come out 3 times but on the 3rd try, he told me that he would NOT return again...I would be deemed a nuisance call & be charged for the ensuing calls - even though I have a 4 year warranty! I have called Kenny but his answer is to call Goldwing. He says he has nothing to do with repair service. Does Spencers sell brand new items or items that people have returned for similar problems that I have? I am VERY unhappy with my purchase.

(1) The New Frigidaire Gallery side by side come needing repairs straight from the factory. The ventilation system is faulty and freezes fruit and food in the lower chill and fresh drawers. Their fix is to plug the ventilation system with a bubble gum looking stuff or close it off and turn the temperature up from the recommended temperature setting so it will not be as cool. (2) The freezer will have frost all over inside even with the door shut and sealed all night. ( their excuses are that the door had been opened a lot, - no one opened the door at night, at all !,—- or something was in the freezer keeping the door from sealing was another excuse.
(3) The ice maker will change from cube to crushed ice by its self.
(4) The cooling motor runs for a very long time plus makes clanking noises that are not coming from making ice along with other different noises. Some are loud enough that they will wake me up back in the bedroom.
(5) The refrigerator had a one year warranty that I had to use over and over again. Because of needing repairs and new parts so many times I wanted to send it back and get rid of it before the warranty ran out. Spencer’s told me that after the refrigerator is delivered it is the manufacturers responsibility to fix what ever is wrong and I would have to contact them.( Electrolux ) A Electrolux representative came out and made the decision that it was not repairable due to the fact that the freezer wall had cracks in it.
(6)I was told that a new refrigerator will be delivered within thirty days. After several phone calls and being told that it was delayed because they were waiting for it to be built in the plant in Mexico, it finally arrived.
(7) This one has the same problems with even louder noises. I called them to come and try to fix it. They had me tell them the serial and model numbers. When I was doing that I noticed the Manufactured date ! December 2018 !
I complained about that because it was not new and just manufactured.
(8) I asked for someone with the authority to just give me my money back and I would buy a different brand. ( over thirty plus days now and no one has contacted me !)
(9) In my opinion both Spencer’s and Electrolux know what they are selling .

Where to start. I ordered a column freezer and column refrigerator for $14,000. The sales representative said it would fit the same as my old Dacor built in. Our old unit was not functional so we did t have a working unit in our kitchen. He said it would be installed on The coming Wednesday; it was Sunday when I bought it. The next day I was told it would be installed on Thursday. The installers came and removed the old unit and said the New unit needed two outlets and they needed to be moved near the floor. Sales person with supposedly 15 years experience never mentioned or asked any questions about the electrical. The installers left. I called an electrician that moved the electrical for $300. The installers were scheduled to come out the following Week they came out again and said the unit won’t fit because the cabinets didn’t have the proper amount of clearance. I then had to change the the entire order and ended up getting a sub zero one piece. They said they would have their installers move the electrical back to where it was. The sales person said the upset grill wouldn’t be in until two days after the installation. Once the refrigerator was installed I called the salesmen who then told me the top trimming was in back order and it wouldn’t be in for another 16 days. Very disappointing service. Expectations and product knowledge of the sales person was terrible.

Forget about next day delivery and installation as advertised. We finally received our washing machine three days later and that was after being lied to three times about when it would come. So, we were hung up hanging around waiting for the delivery for two and one half days while they blundered through it all. We will NEVER do business there again.
While I was writing the above our washer got delivered and installed. It’s the wrong washer.

Absolutely horrible customer service, promise call back. Nothing. Avoid this place at all cost. My wife and I are new to the area. We purchased a newer home in Queen Creek. We are in need of a new Range, Refrigerator, Dishwasher, Wall oven set and Washer/Dryer combo. We have budgeted about $15,000.00 for these items. We went to Spencers in Gilbert on Ray Rd. Our first item was the range. We arrived when they opened on Monday morning 5/4. We were greeted by Keven Fleming, who was behind the counter on the computer. We told him what we were looking for that day, a gas range, and we also mentioned the other items we were planning to buy soon. Without moving from behind the counter he pointed to where the ranges were. We walked around looking at different ranges, he remained behind the counter. We picked one we liked and asked some questions. Which he answered. We then started looking around at the other possible items we will be interested in purchasing and then he was able to come out from behind the counter and assist us in answering questions. In his defense, another customer had come in that it appeared he knew and he was helping him while we looked around. Long story short we bought the range, wrote it up and paid for it. Keven said we could have it delivered Fri 5/8. He said they would call me sometime between 7:00am and 10:00am Friday with a time frame. We finished the transaction, reasonably happy. Friday morning rolls around and we wait for the call. At 9:55, 5 minutes before deadline we get the call from the delivery man. He tells us he will be by between 3:30 and 5:30 that evening. OK, not great, but what can you do? 5:30 rolls around and nothing. 5:35 I call the store to ask what the hang up is. Keven says he'll get ahold of the driver and get right back to me. No call back. I call again, Keven tells me the driver needs to finish the install he's at now, then deliver and install a washer/dryer, then he'll head my way. I tell Keven to forget it, I'd rather they deliver it Saturday 5/9. He said it would be delivered and installed before noon on Saturday. The range was delivered at 10:00 am Saturday morning. The installers were very friendly and efficient. They installed it and tested the burners and the oven to make sure they fired up. They did not wear masks or gloves as requested by CDC. We kept a safe distance. All seemed good until we preheated the oven to 350and the thermometer we put in the oven read 300*. We then set the dial to 400and the inside thermometer read 350*. Snday rolls around and we decide to buy a new thermometer, maybe the old one was damaged or OFF. Same thing, off by 50*. Called Keven, he said the oven needed calibration, he would get a service tech and call me first thing Monday morning. NO CALL again. Called Spencers again Monday afternoon, Keven had gone home, salesman said he would get ahold of Keven and find out what the deal was. Keven called, amazing, and blamed the service tech for not calling me back. He said I would get a call Tuesday from tech to schedule a service call. It is now Wednesday 5/13 and no calls from anyone at Spencers. I read the online bio of the owner of Spencers and he states the most important aspect of his family business is customer service and providing a family atmosphere. I doubt that Rick Biederbeck, the owner, is aware of these problems, because he is too busy expanding his stores and counting his money. Usually the salesforce is a reflection of the ownership. It's too bad because we like to shop local, and give our business to family owned companies. After this experience we realize that Spencers TV & Appliance doesn't care about the atmosphere or the service required to run a successful business. I'm sure Rick is making millions and lives in a big fancy house, but he won't be getting another penny of my hard earned money. Oh and in the end, I went straight to the manufacturer and was helped immediately. I'm still waiting for Keven to call back.

They advertised 100. dollars rebate for each GE appliance you purchased and a set Of induction kettles for a induction range. I purchased 4 GE appliances and the induction range. Three months later no rebate money and no kettles. Made many calls to store manager " PATRICK" he either never works or does not answer calls. He promised he would submit the request for the money and the kettles during the purchase several time but no results. My bill was over 6,000.00 and I would expect more from this company. I will not be purchasing any thing in the future from a company that makes false promises and will not resolve situations and avoids Customer.

Spencer's may have the best price and you may be very pleased as long as you don't have a defective appliance because if you do, they are not willing to help. I would advise people to be aware of how badly Spencer's treat their customers, I will never again buy an appliance from them.
I purchased a Kitchen Aid Microwave/Oven 13 January 2020 and it would not start. Initially, I thought that I was not programing it correctly and after spending an entire day reading the instruction book and it still did not work, I decided to call Kitchen Aid Service and Support to walk me thru the process. Microwave/Oven combo was reset but still it did not work. On 28 January, Warranty Company sent out a technician. Apparently, oven had to be taken apart to install a new piece. I spoke with two other microwave technicians and was advised that it would be best to have this new appliance replaced because once you have problems, you will continue to have problems.
Since it was a brand new oven, I did not agree for technician to take apart to replace part. I called Spencer's and explained that I wanted a replacement and did not want oven repaired. I was told that they would have to call headquarters and a few days later was told that I needed to have it repaired and then they would contact Whirlpool Corporation to see what could be done. I refused to have it repaired because I figured that by having it repaired that meant that I was accepting the oven.
Because salesperson (Kevin C) and manager were giving me the run around, I decided to contact Whirlpool Corporation my self and explained my situation. They could not have been any nicer! I was told that they would handle everything and they would replace my microwave/oven combo, which they did. I am so glad that I took it upon myself to contact Whirlpool Corporation.

Came in about 1030am on a Monday. About 5 sales people behind counter.

I stated exactly what I wanted and was directed to it.
During check out I was interrupted mid sentence for a phone call "from the ceo." That's great, but my $ are why the ceo has something to be chief of.

Asked for a Wednesday delivery, forgot to ask further detail re delivery time, annoying they didn't offer any. Quick to take my $ and get me out the door, I guess so conversation among 5 unoccupied sales people can continue and be on standby for "ceo calls."

Update-
They lied about morning delivery. Apparently they give themselves until 10am to even call you, then only commit to a 2 hour window later that day.

And God help you if you expect them to spell your name correctly on your receipt (clearly focus on things like ceo calls is wayyyy more important.)

Added bonus- the off brand I got suckered into comes with a "warranty" that requires you to pay half again what you originally paid if the unit is defective. So you're paying way more than you would for a name brand appliance if anything goes wrong with it. And the cord on my unit is short and on the wrong side, so I had to buy a cord from amazon and am still waiting on that to see if the unit truly works!!

Second update-
Got text messages from the company saying they have a solution, but no actual info on the solution.
I have no ability to call them, and when I have been available to talk they're to busy chatting with other employees. Zero concept of customer service. Pro tip- you have a customer, you have a job bc of that customer, make the customer and the customer's time a priority.
Still haven't used the damn freezer bc was waiting on the proposed "solution."
Liar from customer service, Danielle, claimed she had a solution, when I said I needed a 2 hour delivery window the day before and couldn't take another day off, completely bailed saying I should just call the store because it was not her job.

Next time, Best Buy, heck even Craig's list would be better!

Shameful!

Now to do list includes calling credit card company to complain and dispute this crap company. Because hey, that's just what I want to be spending my time on.

Avoid!!!

Last Update- Steve Hops from home office repeatedly called and harassed and tried to blackmail me by saying he'd only return the junk unit if I changed my Yelp review.

On March 21, 2019, I purchased a washer and dryer from Mr. Dwayne D at Spencers in Gilbert, Arizona. At that time Mr. D gave me a great speech about what washer and dryer and he promised that if I had any issues with the washer or dryer, he would take care of it personally because he wanted me to be happy and a repeat customer. On or about June 24, 2019, I reported to Mr. D that there were issues with the washer and dryer. The washer initially had a horrendous smell when I first bought it. I reported this to Mr. D and he stated that it could be mold. Then the washer tore up up my clothing, by stretching the waistbands and sleeves out of my dresses, damaging the fabric, putting holes in my rugs and not wringing the water out of my rugs amongst other issues. The dryer was not allowing me to use dryer sheets and items were sticking to the back of the dryer. A repairman did finally come out on July 1, 2019 after numerous attempts to get them to come out. The repair company's customer service was terrible and phone calls to them were unsuccessful due to the attitude of the staff answering the phone. All of this was reported to Mr. Dixon. The repairman advised me on July 1, 2019, the washing machine that I purchased was not a good machine and that I would not be able to wash any large items such as rugs, blankets, etc. This is something that I was not aware of and I Trusted Mr. D to sell me a good product. He promised to repair any issues with the washer and dryer and even promised to pay for damage to my clothing. I contacted Mr. D again on August 1, 2019 since he never responded to my message about what the service guy stated to me on July 1, 2019. At that time, he advised that it was nothing he could do. He then gave me a phone number for customer service and stated to report it to them but the phone number was incorrect. I eventually found the phone number for customer service but got no help. I want my money back ASAP!

Whirlpool refrigerator throws ice on the floor up to 5 feet from the refrigerator. This presents a slipping hazard. Technician has been on site 7 times and replaced all parts in the ice maker path. It still throws ice. At last contact with Spencer's they said they would send technician again. He never came despite my calling his office.

Previously filed with you complaint #*** 6/2019. Note Spencer address is their old address, moved to ***. Please review complaint for information. This issue was suppose to be resolved with a delivery today. Joe S *** called me and said a new refrigerator would be ordered delivery "couple of weeks". I waited 4 weeks and called, Joe not in Tom answered and said gives us another chance we've ordered a door and it will be inspected (8/5/19). Delivery today! Not the refrigerator door but the freezer door! Some inspection! Again as stated in my original complaint, I did not pay for a damaged refrigerator. I would like them to consider ordering another Make/Model that will fit, at no additional cost. This has been ordered at least 6 times (I have documentation) each time I need to wait for the phone call in the morning (2 hour time frame) and there is a 2 hour delivery window. Unbelievable! I have been very patient with this situation, now I'm extremely unhappy.

We purchased $4500.00 worth of appliances from Spencer's Appliances. Prior to delivery they told us the refrigerator we purchased was discontinued and we would get another model. We asked the sales person Brian, if they were giving us a reconditioned unit or a returned unit and he said no. The unit was delivered on 5/20/19. On 6/6/19 we noticed the unit leaking water internally and notified Spencer's with photos of the water leak. Then on 6/23/19 the brand new unit's freezer failed completely. The entire contents of the freezer were lost. We notified Spencer's who sent out two LG technicians. They said because they could not duplicate the error it was up to Spencer's to replace the unit. We asked Spencer's to replace the unit and the store manager Blake said they would not replace the unit. We feel for a $4500.00 purchase, that we were not given our original model, and that because this unit leaked water from installation, and then had a freezer failure, we should get a new unit. We feel this is consumer fraud and fraud against a veteran. We have attached documents.

I use to patronize and loved this place 20 years ago. Recently I purchased a new dryer. My last purchase from them ever. They delivered the product with the vent on the wrong side from what we ordered and the gas line they used was 3 inches too short. They installed the dryer in the middle of the room and left. The delivery and installation manager was rude and unapologetic. The man first lie:
it's the only way the vent comes
knowing better, we told him he is wrong then he said it is done in the factory. Another lie. Then he charged us $50 to reinstall the product they installed incorrectly.The salesman refused to return calls about the problem. Never again Spencer's.

We bought the GE Front-Loading Washer (GFWR4805F0RR) in October 2014 from Spencer’s SanTan Village in Gilbert. It has never worked properly. GE Reps confirmed faulty design chip issue (can't fix) and cycle pause issue (can't fix). The machine cannot balance during spin cycle and keeps resetting itself between 6 to 10 minutes at end of cycle, over and over. Towels come out soaking wet, not damp.
I had it serviced many times and just had it serviced AGAIN on 5/21/2019. The GE tech replaced the Invertor Machine Control Board and drain pump. Previously, they replaced circuit board a couple of times and several software updates...still no improvement. After tech left, I put a load of 5 towels in the washer and 1 hour and 45 minutes later the machine shut itself off and towels still soaking wet. Status quo!
Neither GE, nor Spencer's (place of purchase) will deem this 'non-repairable' and provide me a washer that works. I spent $3,000 for the W/D set, service and hoses and expect more.
The dryer (GFDR48SEF7RR) caught fire because of a faulty circuit board. It was smoking. Thank goodness we were home. I have pictures and kept the burnt circuit board as reference.
I have four pages of notes of service related calls and discussions with GE and Spencer’s at both SanTan Village and Power Road at Ray in Gilbert. They are sympathetic, but won’t stand by their product even if you buy their extended warranty. Can’t fix the chip issue and cycle pause issue.
Techs confirmed GE uses cheap parts that won't last and that includes front-loading and top-loading washing machines.
Go with the Speed Queen. It's more expensive, but built to last. Don’t go to Spencer’s. They take your money, but their back on issues.

On 2/15/19, I purchased a Frigidaire Side-by-Side refrigerator from a Salesman by the name of Joe D. When the refrigerator was delivered and hooked up, within a few days I noticed a "popping" sound in the doors. I called Spencer's, Joe D told me that all Frigidaire refrigerators make this noise. Spencer's sent a tech from Goldwing Appliance by the name of Daniel R 480-615-5700 to address the noise. The tech claimed he could not find anything and told me to call Frigidaire 1-800-944-9044. I did so and spoke to a gentleman by the name of Jarod who suggested the technician raise the door and tighten it. It did not work. A couple of days later, my wife and I began to hear a louder noise. It sounded like a "wounded animal." On 5/1/19, I spoke with a female from Frigidaire and she gave me the names of three appliance repair people to choose from. I chose J & H Mechanical & Appliance, 623-925-5427. On 5/15/19, a tech by the name of Kevin came out and assessed the noise. He advised me the noise I was hearing was in the compressor. This was the liquid travelling through the compressor changing into gas. He further explained to me on the back of the refrigerator there is a backing that eliminated the noise but Frigidaire chose a cheaper way to do it. He told me on Frigidaire's refrigerators, they only put cardboard in instead of pad backing. A replacement with another refrigerator brand is needed.

Purchased $3000 Samsung kitchen suite in July, 2018 partially based on Spencer's ad which stated a $300 VISA card rebate. Immediately submitted product info to Samsung, but was not accepted until Nov at which time was told to expect the VISA rebate card within 12 weeks. It is not May 7, 2019, and I have had weekly contact with the Samsung promotion call center (useless) and several contacts with Spencer's with no success, just excuses and stonewalling. They both should be sued for false advertising.

I went into your Mesa 1st Ave store on February 18th to purchase a dishwasher. After choosing the dishwasher I asked the salesman if it was in stock and he informed me that it was. He scheduled the installation for February 23rd.
I received a call Saturday morning the 23rd and was told that there would be a delay on the install and that it was rescheduled for Tuesday the 26th. The evening of the 25th I received another call and was told that your shipment of the dishwasher had not arrived. I became upset and told the individual that I was not happy with the service since I had been told at the time of purchase that it was in stock.
I received an email from our tenant yesterday the 27th in which he stated that he had been contacted by Spencers and told that there was a production issue and a further delay in delivery and installation would occur.

After purchasing my refrigerator from spencers it was not keeping my food cold. After 5 appointments for repairs and two different companies, spencers eventually sent out technicians to try and fix it. One company replaced one of the parts. The manager of spencers who sold me the refrigerator did not tell me the truth in many instances when I talked to him he would say he would call me back and never did. I brought lettuce and food into the store that was slimy and he said it would be handled. I had six repair appointments with two different companies and they told me that spencers should have returned the refrigerator, taking it back and dealt with the company Whirlpool instead of having me have to deal with them. The last repair man said nothing else could be done. John P, the manager, never returned my phone calls. Neither did his assistant Ryan.