We just experienced a rather miserable ordeal with the Spencers Gilbert store, they did not meet our expectations of customer service. We don’t plan on coming back, bur Spencers has not reached out to us to offer an apology.We purchased a top-of-the-line GE Profile washer & dryer on September 12th. Here is what transpired:Day 1 - 9/13/23Installers showed up at the designated time and brought in the washer & pedestals. That’s when it was discovered that our salesman ordered us an electric dryer instead of a gas dryer.The installers quickly got the salesman on the phone and explained the situation. We were shocked to hear the salesman stubbornly and rudely deny that he had sent us the wrong dryer. My son, wife and I were there when this set was ordered, and we all heard my wife say clearly that we needed a gas dryer.The salesman’s attitude towards us makes it clear he has not been properly trained in customer service. His response SHOULD have been, “I’m so sorry, we’ll get that fixed right away”. But he chose to insult my wife instead by insinuating she was a liar.A 2nd issue occurred when we saw how much wider the new washer/dryer set was than our old ones and realized that we would have to stack the units, so our salesman agreed to order a gas dryer, stacking kit and assured us a longer (6 foot) flexible gas line would be delivered as well.The pedestals and shorter gas line were returned to the truck, and a 2nd install was scheduled for the following day (9/14). Note: We have yet to be fully reimbursed for the pedestals and gas line.Day 2 – 9/14/23Installers arrived in the afternoon with a new gas dryer, gas hose and stackable kit.It was soon determined that the gas line they brought was only 3 feet long, not the 6-foot length the salesman said he ordered. This gas line was too short to reach the dryer (which was higher now that we were stacking the units).Installer 1 insisted that he could not get a longer gas line and that in order to complete the installation we were now responsible to supply the new longer gas line (even though we paid Spencer’s to install???). Just so they would not have to come back a 3rd day, I offered to run to the hardware store while they unpacked the new gas dryer and get a longer gas line. Installer 1 refused my offer saying he had another delivery. He seemed more eager to get home early than helping the customer. I also think Installer 1 has not received the customer training he needs. Day 3 – 9/15/23Installers return to finish the install in the afternoon with a stacking kit.Because I didn’t want any more arguments about a gas line, I had a 3-foot gas supply pipe installed and leak tested. The gas supply was 100% to code and ready to connect. Installer 1 muttered some disapproval with the gas extension but proceeded to stack and install the units.The entire time, Installer 1 kept ear buds in his ears and was hurried, impatient, cranky, uncommunicative, and generally unfriendly. Once the units were installed, we noticed that the washer and dryer doors opened in opposite directions. We knew that the washer door could be swapped to match the dryer. But when we asked Installer 1 to do this, he told us in a gruff manner that it was a “chargeable service” and very reluctant to do it. After all we had been through up until now, I was surprised he did not offer to do it for free. They said this was their last delivery, so it wasn’t like they had another install after us.In summary, after 3 days of sales & installer frustration, we finally have our new washer & dryer up and running. But this experience leaves a very bad taste in our mouth. And we feel that it should be made right by Spencer’s.It’s been a week now since I let them know how dissatisfied we are and they apparently don’t care. We have not heard a word from them. They seem content to take our money but deliver very poor service. I have no more need for Spencers.
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