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| - The freezer in our built-in refrigerator went out. My wife and I heard that Spencers sold Kitchen Aid appliances and we liked the new "black stainless" finish. We went to the store and worked with Jacob. He seemed very pleasant and knowledgeable about the products. We agreed to replace not only the refrigerator, but also the cook top, dishwasher, wall ovens and microwave. The total cost was just over $14,800! When Jacob checked inventory, all the items were in stock except the refrigerator. That was the one item we needed the most. It was almost closing time when we finished the order and Jacob mentioned there might be a chance to get a refrigerator that was on hold for a "build-out" and then replace that one with a unit on order. The next day, he called and had great news, he secured the refrigerator and they could install everything the next day. Outstanding! However, sadly, that is when the story takes a turn for the worse.
When the installation team arrived, they did not have the microwave oven. Then as they were installing the wall ovens, I noticed the interior was not cobalt blue as the salesman indicated. I contacted Spencers and no one seemed to know that only the stainless ovens had the cobalt blue interior and the black stainless has the traditional black interior. The rest of the appliances, except the microwave, were installed without issue. When I asked Jacob on the 15th, when the installer was at my home, about the microwave, he indicated that it should be in stock on the 18th or 19th. He said he would call me and set a time to get it installed. I did not hear from Jacob. On the 21st, I called Spencers and spoke with Dominic. He indicated the warehouse had two units and set the installation for the 23rd. Great! - However, the morning of the 23rd, I received a call from the installer indicating that he could not install the unit on the 23rd. He said no one from Spencer's checked with him before scheduling the installation. The soonest he could install it was the 27th. I agreed to install on the 27th. However, on the 25th, we experienced a sewer back up in a condo we own and I had to meet the plumber on the 27th. I called Spencer's to reschedule the installation. I spoke with Jacob, and he said he would try to set it for later that week but could not promise a date. After I left several messages for Jacob, he finally called me on the 30th and said the installer could install it on April 6th. I agreed and requested it to occur first thing in the morning. Jacob said he would let me know on the 3rd.
Not hearing, again from Jacob; I called Spencers on the 4th. I again spoke with Dominic. He said that he could for sure have an installer out to my place on the 6th in the morning. When I asked him about the cost? He said there would not be any cost. I reminded him that the installation required some modifications to the vent and cabinets. Dominic said, "now that's a different story". I said, that is why the original installer should be the one to install the microwave because he is aware of the issues at hand. Dominic said there were no notes in the system indicating an issue with the microwave installation. He indicated that he would find out when the original installer could install the microwave on the 6th and get back to me. I mentioned that I requested a receipt with serial numbers from Jacob, but never received it. Dominic sent me the receipt immediately. I never heard back from Dominic.
In fact, I never heard from Spencers until the day of installation. The installer called the evening before and said it he would be at my place around 10:30. Then the morning of the 6th, the installer called and said that his first installation was not ready for him and wondered if he could install my microwave early.
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