Dick Van Dyke Appliance World

We needed three new kitchen appliances and were sensitive to various details of these machines because my wife has fibromyalgia. We made repeated visits as part of thinking through our choices and always received helpful and informed information. The salesperson was friendly and patient and we never felt pressured. Finally we purchased all three from the Champaign store, which included ordering two items not usually stocked. I had priced one of these (an induction cooktop) over the internet, and the price was lower at DvD. The installation went flawlessly and the crew was pleasant and knowledgeable. In comparison shopping, we had found that the overall cost -- purchase plus 5/10 year extended warranty -- was less at DvD than at other stores where the purchase price is lower but the warranty (sometimes only for 3 or 5 years) is more expensive. more

We bought a washer and dryer over a month ago, even opted to pay more for it than where we could get it elsewhere so we had the service package. It was delivered 4 hours after the delivery time, and the dryer has mechanical problems making loud banging noises every time it is on. This started with the very first cycle. We've tried to get it replaced since we bought it brand new, but after two service calls it hasn't been fixed nor will they give us a new one. Their service department doesn't return calls in a timely manners and they seem to have no problem with letting us keep a damaged appliance. I strongly recommend going elsewhere for your appliance needs because Dick Van Dyke definitely does NOT live up to their service promises. more

We purchased two refrigerators and a dishwasher. We are long term customers, having purchased all of our appliances there for the past 29 years. Service in the store was very good, price competitive, but not better than anywhere else we compared. Our saleswomen Angie was very helpful and knowledgeable. Based on our loyalty, we went with DVD. Scheduled delivery on a Saturday, nearly 3 weeks after the purchase date and saleswomen told us we were the first customer scheduled and because we live in Springfield, delivery would be early in the am. Received our pre delivery call 3 days in advance telling us all the appliances were in and ready for Saturday am. We got up early to clean out and move the old refrigerators, stored all the food in coolers and waited. No calls. I called around 10.00 am and was told it would be 1 to 3 pm and they would call me around 12.30 or so with update. By that time, we could not do anything that day but wait. Called them back again at 2.30, and was told the delivery men were still out of town. Finally called us at at 4.30 and arrived at 5.45. They were friendly and efficient and left around 7.15pm. They were not able to get the water/ice to work, so we were rescheduled for service 6 days later. We were the last delivery!! That would have been fine had we been given advance notice of the change. On the follow up service call, I did not want the same experience, so I called at 8 am and was told they would not know his schedule until 10.00 am. I called back at 10.30 and was told it would be from 2-5pm. He arrived at 2.30 and was done in 10 minutes. The only problem here was I called early am to leave my cell phone # and he never had it to call me. In summary, there is a lack of communication between the schedulers and the service techs, and with the customers. WOW! Thats a true story that happened right here in Springfield, twice in one week. RESPONSE FROM Dick Van Dyke Appliance World: I would like to extend my apologies for our lack of communication during the delivery process. I have taken the liberty of refunding you your delivery fees in an effort to show our commitment to customer satisfaction. I am assuming that with your extensive history with our company that you realize that this was an isolated incident. I have attempted to contact you to extend my apologies, and I hope to connect with you within the next few days. I appreciate you taking the time to notify us of your concerns, and we will work diligently to earn back your future patronage. Respectfully, John Shepherd Sr. Vice President Dick Van Dyke Inc. more

We purchased the new GE front loader washer and dryer (over $3000 for the pair). The salesman was very informative and pleasant to work with (1 star). We set up an appointment for delivery. We received our courtesy call for our delivery time (second star). WE had to change the delivery day BUT come delivery day, DVD did not have the parts to convert the gas dryer to LP. We received a call from our salesman apologizing for the error. Since we didn't need immediate delivery when we purchased the set (still doing some construction on the laundry room), we felt like DVD should have had all the necessary parts ordered and ready to go to set up our machines. The parts department called later in the day to let us know it would take 3 days to get the part in and to set up an appointment for the tech to come and install it. Our impression, once they get your money, details are out the window! We expected better out of them. RESPONSE FROM Dick Van Dyke Appliance World: Mr. Anderson, This was an error on our part to not check inventory prior to delivery. It was an assumption that an LP kit would be in-stock for this unit, as it is our top seller. We expedited the product from our parts supplier and the fastest it would move was in 3 days. We do apologize for this inconvenience. We acted as fast as possible to resolve the issue. Currently, we are working with our parts supplier to see if shipping can happen faster. Our sales department has been re-trained on not assuming anything regarding inventory. I believe we are better now for this and appreciate this strong feedback. Sincerely, Paul Rieken Sales Manager Dick Van Dyke more

Salesman was very helpful in all concerns. priced matched the best deal in the area excellent service, outstanding quality of selections, will go there again for the next purchase when needed more

Returning customer more

Very satisfied with service. more

We purchased a washer & dryer at the Champaign store. The sales person was courteous and did not "push" us. They were able to deliver the next day. The delivery young men were excellent. Very courteous and took extra care not to scratch anything! I would highly recommend this store. more

Ordered a dishwasher and a refrigerator, delivered incorrect dishwasher and refrigerator does not make ice. Have to repeatedly call and never get a straight answer I believe they are run by the government more

We spent 2200 dollars on a washer and dryer set. The installation guy came and it wasn't working. He told us we would need to set up an appointment with a technician to come fix it. FIX IT!? A brand new dryer? Where I am from, when something doesn't work out of the box, you return it for a different one. Talking to someone about getting it returned was like pulling teeth. Nobody wants to talk to you when they know you want to return it for a different one. I will never go back to Dick Van Dyke again, and I recommend anyone looking for appliance do the same. ALSO, at the time of purchase all parts were 20% off. When the installer came and installed he put all new hoses on and charged us full price for the hoses. You have to really watch these people or they will screw you every chance. RESPONSE FROM Dick Van Dyke Appliance World: I apologize for any perceived inconvenience we may have caused during your recent appliance purchase. I have spoken with my Customer service team surrounding your dissatisfaction with our service response. It appears that within 30 minutes of your initial telephone call our salesman notified you that we were going to exchange your appliance. The additional time to assess each situation separately is necessary to give the best possible customer service. In my 27 years of experience in the appliance industry it isnt typically the new appliance that is the issue. It is historically an electrical issue with the home. When you notified us a family member was an electrician we agree to exchange the unit. Unfortunately, I was dismayed to hear the new appliance didnt work either because of the homes wiring. I was happy to hear that your new appliance was delivered and left for you to use as soon as the electrician repairs your home wiring. I hope we have earned a little more of your trust in the future when a service is required on any of your appliances. Respectfully, John Shepherd Sr. Vice President Dick Van Dyke Inc. more

I purchased my washer and dryer specifically from DVD Appliance World, a year ago, mostly because of their service claims. I phoned for a repair call on a Wednesday and was told that a repair appt wasn't available until the following Thursday, more than a week in the future. A few hours later I was offered an appt the following Tuesday, which still leaves me without a working dryer for a week. I'm hugely disappointed, after hearing the radio ads exclaiming "WOW" about customers' experience with DVD. My experience with this side of DVD Appliance World is anything but WOW. RESPONSE FROM Dick Van Dyke Appliance World: I apologize for the inconvenience we may have caused taking a few extra days to schedule your service. We try to get to all of our customers within 24 hours. Unfortunately, during the summer months our service volume explodes creating a delay for our services. We appreciate the confidence our customers have in our service technicians, and we try to route as efficiently as possible to meet all of the demand. I appreciate your patience and we will continue to work tirelessly to meet your expectations of our company. Sincerely, John Shepherd Sr. Vice President Dick Van Dyke Inc. more

I have always loved Dick Van Dyke. Originally from Springfield, then when I moved from Decatur to Bloomington I chose to buy from them (they did not have a store in twin cities at this time) because they seemed to offer great products. So, naturally we chose to purchase from them when our Dishwasher died. We went to the Bloomington, IL store and spoke with a sales person who sold us a Whirlpool dishwasher with a stainless steel accent and a 5/10 year warranty, which was stressed and why we chose DVD over other stores. A few days after purchase we saw it on sale at a much better price and called DickVanDyke who said no problem, we'll refund your card! Great! I'm thinking, this is phenomenal service! Fast forward 11 1/2 months later and our dishwasher is making funny noises. We are leaving the country in a few days so we don't bother calling service because we knew we would be in Europe when they wanted to come see it so when we came back at the end of June and it died on us completely we called (6/29/2014@8am) to get it serviced the rep says it'll be an extra $150 to have them come out that day which I thought was odd because we've had our products serviced before and never been told this so she recommends scheduling it after this weekend and says she'll have someone call. Monday we speak with them and they say they can come out after mid July! That's over 2 weeks away! After I said as much she says "Oh wait, we have an opening July 5th (my kids bday party day) which I obviously took she then goes on about cost and I tell her why we are talking cost when we have a 5/10 yr warranty with Dick Van Dyke. She says the invoice shows 1 yr manufacturer, I tell her my invoice shows the 5/10 warranty. Turns out they retroactively removed our warranty after discounting our price. Let me tell you, if the information had been provided that they would be removing our warranty I wouldn't be upset because then I would feel that they allowed me a fully informed decision when they priced matched Home Depot. Alas, that did NOT happen. They credited our credit card over the phone and NEVER once mentioned how they were removing the warranty. I've worked in customer service my entire career in one way or another. If they had been my clients I would have stated "Mr and Mrs Jiardina we would be happy to refund the difference and I would like to make sure that you are aware that when we price match you will still retain your 1 yr manufacturer warranty, but the Dick Van Dyke 5/10 yr warranty is null and void. You can choose to purchase a warranty (if you offer that or if the manufacturer does) and get the refund or do no changes by keep the original selling price and the DVD warranty.". Communication IS Key! Unfortunately that conversation never happened and it is very disappointing to discover that your favorite Appliance store pulls a bait and switch on you. We called the store to explain this, we called corporate to speak to someone about honoring what we were sold AND told and unfortunately not one honest, decent person at their stores or corporate would do the right thing. The only thing they could do was call the store and train them better "so this doesn't happen again". After reading reviews I don't think that will happen. Sales people must be in such a state to keep a sell, they are too afraid to mention the 5/10 year warranty issue. I've referred My Doctor to Dick Van Dyke before and I was going to refer another one of my Doctors along with purchasing additional appliances (we are doing a remodel of our kitchen soon and already have the dishwasher look and wanted to replace the entire kitchen), but after this experience it has turned me off of the company and I will make sure that every opportunity I can I will inform people of how you are treated. It is now 7/18 and I am still waiting on my product to be serviced (we were finally called 7/16 that our part was in after being told it would be here the following week of our first service date-they were ordering Monday) which won't be until 7/22 because that was the soonest they had. It will be almost an entire month since we've called Dick Van Dyke to service our product before its fixed. You can't push a 5/10 year warranty and price matching and never mention you can't have both! That is both deceitful and unprofessional! I'm hoping someone at corporate will see this and do the right thing and I'll keep spreading the word of my experience to my friends on my Facebook and on every review site I can until this is made right. RESPONSE FROM Dick Van Dyke Appliance World: Dick Van Dyke has reviewed the complaint filed with the BBB and we respond as follows. When I researched this situation in my system it appears Mrs. Jiardina originally came into our store shopping for a dishwasher. She spoke with our sales manager about the features she was looking for in her new dishwasher. When she was finished shopping Mrs. Jiardina selected the model WDT710PAYE dishwasher. The retail value of the selected dishwasher is $575.00 according to my records at that time. However, Mrs. Jiardina was very interested in us price matching Home depots price according to her invoice in my computer. We lowered the price of the appliance by $120.00 to beat our competitors deal. Our competition onlyoffers a one year warranty on their product, so we matched their deal. I apologize Mrs. Jiardina feels we have slighted her in some way but we matched our competitors deal. If the competition would have been offering a 5/10 year protection plan we would have matched that deal. Unfortunately, my records indicate Mrs. Jiardina was ultimately interested in a low price. We appreciate her patronage and hope to earn back her trust in the future. Sincerely, John Shepherd Sr. Vice President Dick Van Dyke Inc. more

My initial contact at the Champaign store was with Matt; he gave me the information I needed and let me shop. The purchase was made on a Wednesday and the refrigerator was delivered Thursday. Brandon efficiently installed the refrigerator in no time! His friendly demeanor and knowledge of the processes needed to complete the paperwork made him a pleasure to work with! more

Wish they need consumer reports data. more

Special praise for Aaron, who delivered and installed our new refrigerator, dealing with several problems and getting the job done quickly. more

The advertised "Same Day Service" was far from honored despite the fact that we have been loyal customers, buying all our appliances from this Springfield location. We called this past Thursday for a dishwasher and refrigerator repair and a technician is not being sent until this coming Wednesday. Nearly a week later. We based our last purchase decision solely on the same day service advantage only to find out this is not being honored. Very disappointing ! RESPONSE FROM Dick Van Dyke Appliance World: I apologize for the inconvenience we may have caused taking a few extra days to schedule your service. We try to get to all of our customers within 24 hours. Unfortunately, during the summer months our service volume explodes creating a delay for our services. We appreciate the confidence our customers have in our service technicians, and we try to route as efficiently as possible to meet all of the demand. I appreciate your patience and we will continue to work tirelessly to meet your expectations of our company. Sincerely, John Shepherd Sr. Vice President Dick Van Dyke Inc. more

We purchased a washer and dryer and have never received 1 phone call from anyone at the company. I had to call them to find out my delivery time. I had to call them when my washer did not work after the 3rd load. I had to call to find out when the tech would be showing up! Absolutely pathetic company and I would never tell anyone to buy anything from these liars! RESPONSE FROM Dick Van Dyke Appliance World: I apologize you feel our company didn't meet your expectations. However, I am unable to look into your service comments without more information. I know that we call our customers' the day of delivery to give them their ETA's on when the appliances will arrive. I know that we take cell phone numbers to prevent a customer from sitting at home waiting for our company. We will call you one hour in advance to meet us at your home. We have found this is the most popular option for scheduling. However, if your appliance breaks down we do require you to contact us about your service needs. If you require a service visit we offer the one hour call to meet as well. I hope this helps with your next appliance service or sales request. Sincerely, John Shepherd Sr. VP Dick Van Dyke Inc. more

Ive used dick van dyke before and had great experience with them until July 3 2014 When the tech left my home my opinion of this company has been tarnished. The ad says same day service but when I called I was told I had to wait 3 days ok it gets busy I understand but thats the end of my understanding. Tech charged me 70.00 for nothing. I have a electric stove and a microwave not working he put a fuse in microwave and it works but said they are 100.00 fuses so I should buy a new microwave "radio shack sells them 4 for 3.49 " and then put microwave back together broken u sell the fuse for 4.81 so if you're Telling me labor is 95 to put fuse in why did he do it for free minus the fuse that I put in and it still works by the way then the stove he told me what was wrong but said he had to order the part wich was in stock I called our local store and labor for the stove was over 200 for two srews wich honestly I would have paid thursday but was informed he wouldn't be back till the following Wednesday. I understand busy but he made me feel like I was in the way of his fourth of july weekend so I hope noone has to deal with such unprofessional people. RESPONSE FROM Dick Van Dyke Appliance World: I apologize for any inconvenience we may have caused during your recent appliance service request. I have researched the circumstances surrounding your service, and I apologize for any misinformation you were given. You were quoted $70.00 worth of diagnostic fees when the appointment was scheduled. At the time of your service request our service call fees were thirty five dollars per appliance. The service technician would have installed a temporary fuse to test your microwave. The temporary fuse needs to be installed to see which component on your microwave could have failed. When the diagnosis was completed the technician gave you an estimate of the total microwave repair costs. The cost to diagnose and repair the microwave was $65.00, and the remaining $35.00 was for the range diagnosis. I apologize you feel our labor rates were exorbitant, but when you break down our pricing we are very competitive. Again, I apologize for any inconvenience we may have caused, and we hope to earn back your patronage when you see how affordable our services are in the marketplace. Sincerely, John Shepherd Sr. Vice President Dick Van Dyke Inc. more

We walked in knowing exactly what we wanted but there were a few hiccups in the process. First off, the delivery and removal fee seemed to be a bit of an afterthought. Once we found out about it, we mentioned that a competitor doesn't charge these fees. We weren't given an explanation as to why the fees were charged (especially when the competitor's price was $200 less for the same product). We were also told that the item was not in stock and that it would be five days until the right level of technician was available to uninstall our current appliance. We then received a call the next morning at 8:30 saying that the technician would be here between 10 and 2 that same day. To get away from work and to our home in an hour and a half was an inconvenience we hadn't planned for. The call was obviously a bit confusing since we had been told the appliance was not in stock and no technician was available. We called the store and the scheduling person several times to confirm that the appliance was available and the right technician was coming. We didn't get a call back until after noon, at which point we had already been waiting at home since 10. The person who called us back could not confirm either that they actually had the appliance or that the technician was prepared to uninstall our current appliance and we didn't hear back from anyone else. We waited at the house until 1:45 when we got the call from the technician that they were on their way. When the technician got there, everything went smoothly with installation and removing the device. But the communication post-purchase was truly unimpressive given that we had spent so much money there and we had chosen to spend the extra money to go with a local company thinking at least the service would be better than a chain. RESPONSE FROM Dick Van Dyke Appliance World: Most competitor's do list the delivery and recycle fee's as separate charges. On units that we offer the Free 5/10 Protection Plan, we offer free delivery to replace the Free Protection Plan if that is what the customer places the most value on. This rarely happens, as the value of our 5/10 Protection Plan is much greater than the $39.99 delivery charge. We always look at an "apples to apples" comparison with a competitor and make sure you are receiving the best deal. We do our best to communicate on the day of delivery with all customers to ensure the smoothest installation. Our customers often give us cell numbers so they are not required to stay home during their ETA window. With the limited information in this review, I cannot say for sure if we received a cell number in the sales process as your name did not pull any records up in the system. We will work better at making it more clear in the future that the customer is not required to stay home during the entire delivery ETA as long as a cell number is provided. A second phone call is always placed 30 min prior to the arrival of our installer. Sincerely, Paul Rieken Sales Division Manager more

My washing machine kicked the bucket, so had the repair man come out. Sadly, it wasn't worth fixing, so had to go purchase a new one. I did some research before I went, but once I got there, the selection was GREAT. The salesman was patient and very knowledgeable about all the different models, and if I asked a question he didn't have an answer for, he found out!! Once I picked it out, he worked hard to get it to me as fast as possible so I wouldn't have to go back to the dreaded laundry mat!! The delivered the very next morning and the delivery/installation men were AWESOME. Very friendly, neat and helpful. I will keep returning and doing business because I have NEVER been disappointed. They put customer service at the TOP of the list!! Thanks!!! more