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| - I have had THE worst experience with Spencer's Appliance. We bought a washing machine, Whirlpool Cabrio, and it was delivered 5/8/2015. I washed that weekend and clothes came out with residue on them and with dry spots. I called Spencer's the following week and was told to reduce the amount of soap and use the deep water setting. I tried that the following week and still, clothes come out with dry spots. BTW, what's the point of using a deep water cycle when this is supposed to be an HE machine??? So I went to Spencer''s requesting to return this awful machine and was told that a Whirlpool guy had to come out first to look at the machine, and the salesman said, and I quote, "You and I both know he will not find anything, but this is their policy to come out and look". So they came out last weekend, 6/13, and the repairman said the only thing I could do was fill the machine first, then pause it, then add clothes, close the lid and it will think I've added something so it will add more water and then the clothes should come out clean and wet. REALLY??? What happened to the days when you turn on the machine, it washes for 40 minutes or so, and then you go back and put things in the dryer, none of this running back and forth to see if it has finished filling to add clothes. GEEZ. I have had to cut my loads down so much that I am only washing three or four articles of clothing per wash hoping they come out clean. I cannot wait to see my electric bill. So he marked on the paperwork that the machine functioned ok but that the customer was not satisfied with the operation. So... I called Spencer's and told them what happened and was told all they could do for me, since the machine was deemed ok, was to charge me a 25% restocking fee, which on a $635 machine is about $150 PLUS a delivery fee if I wanted to return the machine. YOU"VE GOT TO BE KIDDING! No standing by their product/store. I am SOL. So much for keeping the customer happy.
I will NEVER shop here again and I warn anyone else not to shop here as well. When the going gets tough, you cannot count on Spencer's to be there for you.
6-20-15 - I would like to amend my review. I originally gave Spencer's ONE STAR due to the above noted experience. Today I received a call from John Polainer at Spencer's in Scottsdale; I assume he is the manager of the store or customer service manager. He apparently saw my review on YELP, which was only posted a few hours earlier and wanted to talk, which makes me think he is concerned about the store's reputation and keeping customers happy and coming back; he must check YELP periodically or get an alert to when something new is posted. Anyway, we went in to speak to John regarding my above review. He wanted to know what he could do to fix this situation, which was a very much appreciated gesture. No one till this point had asked "What can we do to make this better?" I had been told it was all a "Whirlpool" thing and that was it. Nothing more could be done except as noted in my review above. So.... anyway, we talked for a bit, went over the problems we were having with the washer and yes, even though this washer gets 4-5/5 stars in MOST reviews, it did have a few 1 star ratings, mine being one, which led us to believe that even if this is the latest and greatest machine, there can be lemons out there. He was VERY accommodating; he wanted to know what he could do to make this bad review go away, make us happy and coming back to Spencers. I asked him to eliminate the restocking fee of 25% (which I thought was a bit over the top - 25% really?) and eliminate the re-delivery fee for a new machine. Even though he could not completely eliminate the restocking fee completely, due to the fact that the machine cannot be resold as "new" and he had to take a loss and could only probably sell it for half of what it was priced at (which I understand), he did agree to cut it down to a 10% restocking fee and completely eliminated the re-delivery charge for a new machine. THANK YOU JOHN! I am not sure why our salesman or even HIS manager could not help us out in anyway since we are returning customers over the past oh probably 10 years or so. I guess the salesman did all he could do, his hands were tied as they say; however, why did it take a bad review to get someone to contact us to fix this! We were only looking for someone to work with us on this situation. We have always had a good experience with Spencer's and have bought many appliances and even mattresses from them. It's the first place we think of when we need an appliance and I was very disappointed to think that they just didn't care. I am VERY glad to find out that someone there does! I will be putting Spencer's back at the top of my list. Thank you again. I have now changed my review to 5 STARS BECAUSE they went the extra mile to make sure they rectified this situation, as one would expect any reputable store would.
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