Spencer's TV & Appliance — Local services in Phoenix

We purchased a $10K 48" built-in GE refrigerator from Spencer's TV and Appliance at Tatum and Thunderbird in March 2025. It was the recommended replacement for our failing 15-year-old GE fridge, with identical dimensions and almost the same model number. Spencer's said they could install it in three days, but when the crew arrived and took measurements, they said the cabinet opening was too large and that they would need to make a custom wooden scribe to cover the gaps. They asked to leave the gigantic refrigerator box at our house, so we agreed, shoving our dining room table out of the way, and supplying a padded moving blanket, at the installers' request, to protect the floor. The installation was rescheduled for either 7 days (best case) or 14 days (worst case) from the purchase date. The installers said they'd be in touch.

Both those dates passed with no contact from the installers or Spencer's. We called to get status and were given a new installation date 17 days from the purchase date. The night before that date, we got a text that the installation would not be happening due to a scheduling error. But we were told it would positively be installed on a new installation date of 21 days after the purchase date, and that the installers would call with an ETA that morning. That morning we got crickets, and when we called to get status, we were told that the installation was "never added to the system" and would not be happening that day.

The new refrigerator was finally installed 24 days after the purchase date. It first perfectly in the old cabinet opening with no gaps: the custom scribe was completely unnecessary and never used. In the process of unpacking the new fridge, the installers shredded our padded moving blanket (see photo). Earlier, after the third installation deadline was missed, the installation manager called to apologize and pledged that, because of all of the mistakes on their end, we would not be charged the $275 for installation of the new fridge and haul-away of the old one.

That was appreciated, but it proved to be a false pledge. Trying to recover the $275 from Spencer's (not to mention cost of the shredded moving blanket) proved impossible. The salesman who sold us the refrigerator, who was conspicuously silent during the weeks-long installation debacle, only returned calls after several days and argued that we were not entitled to any refund. We went around and around; on our last call, he asked for more time to "see what he could do", and said he would call back the next week. He never did. We gave up trying to work with him and next sent an email to the store manager, detailing everything that occurred. That email also got no response, and we gave up trying to recover anything from Spencer's.

The customer service we received from Spencer's TV and Appliance was among the worst we've experienced from a retailer. It was surprising to us that after a $10K purchase, they were so intransigent and inconsiderate of the inconveniences we faced...

I recently purchased a new refrigerator. I made it very easy for the salesman Jason, as I walked in knowing exactly what I wanted and asked him to order it for me. The refrigerator was delivered a couple days later in a very unprofessional manner, with three guys dragging my new refrigerator across my parking lot. No dolly?? They lifted it over the track of my sliding door, and set one side down, dragged it across my tile, before setting the other side down. While the two guys set it up (not much to set up as there is no water or ice on this one), the third guy, whose face I never saw as he was completely masked, took the time to peak around the corner into my living room, why?? I immediately noticed that the front of the fridge had something along the edge that they told me was from packaging, and if I didn’t like it to “contact my sales person to send a new one”. I contacted Jason several times, with no response. I finally spoke with Clifton who came out and attempted to scrape off what he told me was insulation foam that sometimes leaks out. He said he could send a new one, but that it would likely be the same if not worse. So now I have scratches from the scraping along with the foam that still is apparent. I called the store to try to talk to Jason again and was told he was not in. I asked to speak to a manager and was transferred to Ed. I explained the situation to him, and he again told me it is insulation that leaked out, that another one would be exactly the same if not worse and that “this is the way it is”. I went to Lowes and found two exact refrigerators on the floor with none of this insulation on their doors. Theirs looked like brand new refrigerators. I did not want, nor did I intentionally purchase a scratch and dent. I made this clear to Ed, who told me they don’t sell scratch and dents, evidently they do sell faulty merchandise and do not stand by their product. I am extremely dissatisfied with this process. This is beyond disappointing as I know this store has been in the valley for many years and was recommended to me by more...

Disheartening Customer Experience: Unprofessional Conduct

My recent experience at this store left me utterly disappointed and disheartened. Initially, the salesperson, Tony, seemed amiable and accommodating, but the encounter took a sharp turn when my companion and I expressed our intention to consider our options before making a purchase decision.

To our surprise, the salesperson's demeanor changed abruptly, and what started as a pleasant interaction turned into a hostile confrontation. When we mentioned the possibility of returning the next day after contemplating the price, the salesperson's tone shifted dramatically. Instead of respecting our decision-making process, he aggressively retorted with remarks like, "What are you looking for? A $50 discount? You wasted my time?"

Such unprofessional behavior is unacceptable in any customer service setting. As customers, we have the right to make informed decisions without feeling pressured or belittled. It's concerning that expressing a desire to explore alternatives was met with hostility rather than understanding.

Moreover, the policy restricting customers from shopping around for better prices adds an additional layer of frustration. A healthy marketplace thrives on competition and consumer choice. Being deprived of the opportunity to explore alternatives only serves to limit options and potentially result in dissatisfaction.

Ultimately, my experience was marred by the disrespectful conduct of the salesperson. As a customer, I value professionalism, respect, and the freedom to make informed choices. Unfortunately, my encounter fell short on all accounts. I sincerely hope that management takes steps to address these issues to ensure a more positive and customer-centric experience...