Dick Van Dyke Appliance World

Took over a week for the stove to come in. The total Salesman did not tell us the stove bill was paid in full. It did not come with a new cord. We found this out when the installer removed the cord of the 20 year old cord from our non-working stove and placed it on the new $900 stove. The delivery was supposed to be on was supposed to happen between 12 and 4. They were 4 hours late. Was my daughters birthday and I had children who were needing dinner. No manager in the store available to assist. Will never use again!!! RESPONSE FROM Dick Van Dyke Appliance World: Mr. Rowden, We appreciate your purchase and your patience on the day of delivery. When you initially ordered your appliance on July 27, 2016 we set your delivery date for August 6, 2016. The range arrived on time as promised for your delivery. You were given a 12-4pm ETA window for the installation and regretfully, we did miss the window because of unforseen circumstances with prior deliveries that day. Our GPS tracker shows that we arrived and completed your install and left your driveway at 6:30pm that evening. Regarding your range cord we do review that additional parts are needed for some installs at the point of purchase. Sometimes the existing range cord is perfectly fine and there is no risk at using this cord on the replacement range. We defer to the customer in these situations. Range cords do not come with new electric ranges as there are multiple prong configurations in homes. Sincerely, Paul Rieken Dick Van Dyke Sales Supervisor more

Positive experience thanks to Salesman Greg and Aaron who delivered out GE Artistry white stove. Both men were cheerful and helpful. They each get an A for customer service. Aaron went one step further and stayed while my husband went to store to get a flexible gas line because Aaron was concerned about original line condition. We forgot to buy a new one and Aaron did not have one on the truck. Our old stove was the original 1948 Roper which required a different fitting. Aaron was patient ,pleasant and helpful. I'll be back soon to buy a new top freezer refrigerator. Springfield Il location. more

I was pleased with the effort Paul made to make sure that my built in refrigerator and freezer was properly installed. James seemed very knowledgeable about this somewhat complex installation. When the wrong parts were sent by the manufacturer, Paul was on top of correcting the issue even though my husband had already paid in full. I did not have to "hound" him to get my project completed. I used Dick van Dyke 19 years ago when we built our home, again on this project, and would not hesitate to use them in the future. Service is always in style. more

Had a service issue that wasn't resolving quickly. In the end, it was a lack of communication between service department and us. Thankfully, Russ (in the Bloomington store) and John (in Springfield) facilitated an agreeable solution, and our new stove was installed the next day. We feel they stood behind their brand of good customer service. Also, Brandon did a great job delivering, installing and educating us about our new stove. more

The Delivery Guys Were Great And New All About Our New Range And Any Questions We Had They Answered Perfectly. Thank You For The Great Products And Service You Provide. Larry And Cheryl Sprague more

Everything went very smoothly, from the sale to delivery and installation. more

Took 45 min to reschedule my appointment. Parts dept., No one answered my call multiple times and when they did they interrupted me and transferred me to service. I had already talked to service and they said I had to go through parts. Not a friendly lady talked to me from parts. I have used Dick Van Dyke for 15 years and this is the worse service I have ever received. The lady from service was polite and understanding of the situation. more

Our salesman Lee was so helpful we returned two days later and purchased two more appliances. The delivery guy was very impressive. He moved a new washer to the basement, removed the old one BY HIMSELF with no help. He hooked up and tested the machine before he left. He also delivered and installed a range at my rental property next and again everything went fine. He was very smooth and careful, this guy knows his job and does it well. more

sales and delivery were all satisfactory. more

We purchased a stove, refrigerator and microwave. The salesman Brett was awesome and very helpful. They had to order the appliances and when the refrigerator was unpacked it had a couple dents so they immediately ordered another one but they brought the stove and microwave as scheduled and will bring the frig when it arrives at no extra delivery charge. Thanks for you great service and keeping us informed. more

Dan came out & could tell dishwasher wouldn't fit till some ofvthge ceramic tile was cut. Had that done. Matt came out & forced it in & out till it went in & then couldn't get it out.Told him to leave it & we'd get someone else to put it in & he kept trying. Think he gave up. The left leg was bent. When i talked to the service dept they wanted to know what outcome we wanted. Called once again & a tech guy came out, Brad. He was surprised that the water, electricity wasn't hooked up & it wasn't bolted to the counter. Brad fixed it, leveled it, & ran it to make sure everything was good to go. This is the 1stbtime we have had a problem. We have bought other appliances without a problem. RESPONSE FROM Dick Van Dyke Appliance World: We appreciate your comments about your most recent service experience. I apologize that we didn’t offer the level of service that you are accustomed to with our company. I was happy to see that our service technician with 20 plus years of experience was able to take care of everything. I have spoken to the installers that were at your home trying to install your dishwasher. The restrictive delivery location made them a little apprehensive about finishing the install. I am glad to hear that they called for assistance from one of our most senior technicians. One of the many advantages of buying from Dick Van Dyke Inc. is the incredible amount of knowledge our long term employees bring to the overall experience. Thank you for your patronage and continued support. John Shepherd Sr. Vice President Dick Van Dyke Inc. more

The installers scuffed floor and then office said it was our problem not theirs. They had the wrong fan kit and didn't realize it until the installer tried to connect. The reordered part was late and WE HAD TO PAY FOR THEIR MISTAKE!!! $30 extra my wife will not trade their again. RESPONSE FROM Dick Van Dyke Appliance World: We appreciate you taking the time to write a survey about your interaction with our company. I have spoken to my Customer service supervisor about your experience. She said we sent someone to your home to inspect the damages, and the scratches weren’t close to where we installed any of your appliances. The additional $30.00 is for an auxiliary piece that was needed at the point of installation. Unfortunately, when we start to uninstall your old appliances we may run into unexpected carpentry issues. The piece that was need was immediately ordered and we returned within a few days to complete the installation. We appreciate your patronage and look forward to serving you in the future. John Shepherd Sr. Vice President Dick Van Dyke Inc. more

Loved dealing with Holly for the purchase process. I probably changed me mind a thousand times and she was with us every step of the way. I would recommend her for the buying process. Delivery of our appliances was very late in the day. Once the delivery "team" showed up, we realized why - it was only one guy (Matt) and he had already competed several deliveries and a service call earlier in the day. I believe that if he had help, he could've been at our house before 7:30 at night to deliver our appliances. We are satisfied with our appliances and the price we paid for them and will use Dick Van Dyke again more

Just bought a new KitchenAid dishwasher. Purchase was smooth and fast ... knew what I wanted and was pleased with the model, price, delivery options, warranty of Dick Van Dyke. Dan, the installer, was extremely proficient and friendly. Ours was the 5th of 6 dishwashers he was installing that day so we knew we were getting an expert. Will shop here for all future appliances more

The salespeople worked with were very knowledgeable. I know that it cost a little more than going to the box stores but with the warranty I felt it was worth it. The issue I have is with the installation. The fridge was covered with dirty handprints. The floors were dirty where they brought he items into the house and had to mop them as soon as got home. Kitchen floor had to be cleaned also. They sat on our new chairs with light pads to complete paper work so those had to be wiped down from the dirt. My husband who was there for delivery said they appeared unhappy to have to go into crawl space which told the salesman who said no problem. Did not get owners manual for stove so downloaded it from the manufacturer. With the dishwasher installation, the technician was unable to complete it due to not having the final hookup piece on the truck. We were told we had to get a plumber so we paid $90 just to get a hookup piece installed from a plumber that was under $10 from Ace. Just be prepared that you may be paying extra installation fees to someone. RESPONSE FROM Dick Van Dyke Appliance World: Thank you for notifying us of your concern. We strive to provide you with the best possible service, and when you feel that it fails to meet your expectations, it’s important for us to know. We’re sorry that when our installed went into the crawlspace he carried some of the dirt into the kitchen. Our installation team is supposed to ensure the appliances are functioning as designed and the delivery location is clean. It is obvious from your complaint my team didn’t meet our delivery requirements. Therefore, I am initiating a refund of the delivery charge of $39.99 for any inconvenience we may have caused you or your husband. Your patronage is important to us, and we hope that you’ll continue to give us opportunities to serve you. Thank you again for bringing these matters to our attention. John Shepherd Sr. Vice President Dick Van Dyke Appliance World more

Purchased a new Samsung washer and dryer from them. A couple of weeks later we contacted them about a couple of issues, the washer was turning whites dingy and didn't seem to clean clothes well. The dryer left things damp no matter how much or long you dried them. They decided we needed a service call even though we told them they seemed to be functioning just not working well. The service technician after telling us that he had never seen our models before (they are very new) Told us to try a different detergent and possibly clean out our dryer vent. I'm not sure he even looked at the vent. For this we were charged for a service call. I called the 1-800 number and spoke to a woman, who understood I wasn't happy about this but refused to either connect me with a regional manager or the customer service manager. 15 min of discussion got me nowhere except I should probably try what the technician suggested. When I asked about them taking them back I was told I'd need to pay a re-stocking fee, even though they don't work as they should. Well the dryer vent is clear and I guess for 2700.00 dollars I expect my washer to work properly on any He detergent. Apparently they feel otherwise. The store manager was supposed to contact my wife to discuss what was going on but we haven't received a phone call in the 5 days since then. I'll be looking to unload the washer and dryer in the near future. Customer service is poor, standing behind their product is even worse. Don't think I will recommend or even bother to consider them for any appliance in the future. I would have probably had better luck with a big box store. Take my advice and go somewhere else RESPONSE FROM Dick Van Dyke Appliance World: I apologize that your most recent service experience has left you feeling upset with our company. I have spoken to the technician that diagnosed both of your new appliances. Our technician assures me that both of your appliances are performing within the manufactures specifications. My customer service staff informed you during the initial telephone call that a service call fee would be charged if we didn’t find a mechanical failure. The manufacture warranty will only cover mechanical failures for the first 12 months of ownership. The manufacture doesn’t cover the service call fee when a problem isn’t found. My technician tried to resolve your compliant by waiving one of the service call fees. Unfortunately, the other service call fee is applicable in this situation. We appreciate your patronage, and hope this will answer your questions about when we charge a service call fee. John Shepherd Sr. Vice President Dick Van Dyke Inc. more

I purchased a new dryer and it was delivered. The sales rep and installer did not ask me what side I needed the door to be on. When I called them, they said it would be an additional $35 to install. They did NOT ask, open or demonstrate the way the dryer opened. Now an old man has trouble getting clothes into his dryer unless paying the additional $35. Terrible! RESPONSE FROM Dick Van Dyke Appliance World: Mr. Laugges, I reviewed the paperwork from your sale and you should have been asked what side you prefer the dryer handle to be on. This question was missing from the forms regarding your purchase so we will cover this free of charge. Thanks for shopping with us and we hope you enjoy your purchase. Paul Rieken Sales Division Manager more

When our ref was delivered it had a cracked handle that needed to be replaced. DVD ordered and when they came to the house and opened the part box and it was the wrong color. So another trip for that part. Also on this visit I brought to the techs attention to a deformed grill on the same side by side. DVD ordered and came to the house to replace the grill on the ref and opened the box and it was the wrong color. Somebody needs to get it together on the parts ordering. It really looks bad on them and I get tired of hearing the radio ads about how good the service is. And the telephone people at DVD could use some customer service schooling.(not friendly) more

We bought an "above the stove" microwave. The installer (James) did an excellent job. He made sure that the new microwave was installed so that it fit properly with our kitchen backsplash (which had been installed after the previous microwave had been installed). Thank you, James, for the good work. more

I have bought a refrigerator and now a dishwasher. Both GE. Delivery and set up were wonderful. Both products are great. You get a protection plan which one company wanted $200 for. With a great sales staff, Gary Zimmerman was mine, and great delivery and product support I won't go anywhere else! more