Spencers TV & Appliance

I'm so irritated that I posted this review on Google, too! I spoke with the store Manager, Larry, at the Gilbert, AZ location. I posted this review on Google... I purchased a new refrigerator that had a damaged door, so Spencer's in Gilbert, said they'd send a replacement. This was the 4th appliance I've purchased since October 2021. I'm irritated because when Spencer's submitted the replacement door, they OBVIOUSLY didn't input the shipping address so Whirlpool sent the door to our (billing) address in Colorado, instead of to our rental's (shipping) address in ARIZONA! I asked Larry, the Gilbert, AZ, store manager, to fix the problem by sending me A PICK UP LABEL TO GET THE DOOR FROM HERE BACK TO WHIRLPOOL, OR TO THE ARIZONA ADDRESS WHERE IT WAS SUPPOSED TO BE DELIVERED! HE SAID THEY WOULD NOT DO ANYTHING TO HELP, THAT WE'LL JUST HAVE TO DEAL WITH GETTING RID OF THE DOOR AND HE HUNG UP ON ME! WE SHOULDN'T HAVE TO TAKE OUR TIME TO DRIVE TO THE DUMP, WHICH IS FAR AWAY FROM US AND THEN HAVE TO PAY TO DUMP IT!! VERY UN-HAPPY CUSTOMER!

One of the worst experiences I have ever had with a company. Purchased a dishwasher in May and on Aug 12th it was finally delivered. Was given a date for delivery in June and waited at home patently for the delivery. Around 5pm I finally called and asked where it was and was told it was delayed. Took off work to be home and no call ahead of time warning me it would be delayed. In July we went on vacation and got a call from a delivery driver stating our dishwasher was here. No call, no anything, just showed up. Obviously, we were not home and I rescheduled to the day we returned. Once again that day came and I received no calls from Spencer’s. I called them and asked the status and they said it was now damaged (aka we sold it to someone else) and it would be August until it came in. ALSO, originally, we purchased this dishwasher partly due to the rebate being offered but due to all the delays that rebate is no longer valid. I have spent tens of thousands of dollars here and Spencer’s didn’t care about any of these issues and have lost my business forever. Go to someone who actually cares and will admit when they messed up. Our salesperson at the Gilbert location, Keven, took zero responsibility along with my multiple phone calls to the Gilbert location to try and get someone to care or management to even call me back. I understand there is a global shortage of components and shipping times can be an issue, but this is about respecting your customers and doing what’s right and Spencer’s failed miserably.

It started with a promise that they could get the refrigerator/freezer in more quickly than anyone else because “they sell more Samsungs than any of those other places” - a claim Samsung denied (after laughing) when I called to try and resolve how long it was taking. And it took 2-3 time longer than promised; as in almost 2 weeks when we had been promised a few days - a lifetime when you can’t keep food cold or frozen. Ironically, when we tried to call in their offer to get a loaner because of how long it was taking, we magically got a delivery date. The delivery was worse than the wait! We were told they couldn’t connect to our water because the valve was old (it took me 2 minutes while they stood and watched), they left a trail of dirt and dirty water in the house when removing the old fridge that I had to clean up, and they left trash in the yard that I had to clean up. But the worst part was, the inept crew ran the new refrigerator into a new, $900 door leaving a dent, and scratched paint. Since it was on the outside of the front door and I’m usually going in and out the garage, I didn’t notice until a day or two later. I sent in a complaint and request to discuss repair or reimbursement within a day or two after that. The manager refused to do anything, saying I had not complained within the allowable 48 hour window! So, bottom line, I had to wait longer than promised, clean up after their crew, and have a new, $900 door damaged to get my refrigerator from Spencer’s — No thank you! Never again!!!

They had installers that they worked with continually who were going to make the needed adjustment in the cabinet to accommodate my new range.  The old one had been a drop-in while the new one was a conventional slide-in model.  After waiting all afternoon I was the last delivery on a hot June day & it was fairly apparent they were in a hurry to go home & start their weekend.  I asked that they access the house through the garage & to ensure that the door from house into the garage was closed as I have pets.  The very first trip out they left the interior door open .  
They used a reciprocating saw to remove the toe space so the new range could be slid in; they only cleaned up the floor & I was finding saw dust in every corner on the counters behind  & under all small appliances for days. 
In installing the diswasher they removed a sliding rack from under the sink & then didn't replace it before leaving.  They also managed to knock loose the connecting tube from the filter to the holding tank on my RO system (which is under the sink on the opposite side from the dishwasher).
They then charged me $300.00 for the work needed to install the range -- I was not told there would be a fee for installation at the store when I made the purchase.
I fully expected my salesman, or someone, from the store to call within a week or so to see how everything went, if I liked the appliances & how the install/delivery went.  It's been 2 years & I've not heard from anyone at the store (I have not called them either).  I didn't buy 'high end' appliances & a $5,000 purchase may not be "major" to some people, but a little follow-up might have made me feel better about the $300 "installation fee".
IF I ever need an appliance, I won't be buying it from Spencer's mainly due to their delivery/install people.

Everything was good. We had a good salesman who gave us a good deal.

Price was great. Salesman was great. Contract the installation out to another company. The installation was on time and they were done in an hour.

We've used them for years. They are a good company. They did a great job. We would highly recommend them. We've used them for 20 years. They have good prices and they get things done fast. We will definitely continue to use them.

When I placed the order, the salesman confirmed again that the units were in stock. But the night before delivery we were called & told the washer wasn't available. Because of the website reports, we immediately were suspicious. The rep calling had no good reason for the delivery problem, tho did offer a substitute. (We weren't in a mood to consider a substitute that night.) I called the owner of the store the next day, but I was told he was not in & they didn't know when he would be. At that point, I called the store & canceled the delivery of both units. A couple of minutes later, the manager of the store called back. He said they had examined the washer prior to delivery and it was damaged. He again offered an upgraded substitute for the same price. After researching it (just cause something's more expensive, doesn't mean it's a better value!), I accepted the upgrade. The delivery/installer was efficient, fast & skilled. At the end, I was satisfied with the transaction.