Dick Van Dyke Appliance World

Our buying experience started with a visit to Best Buy where we looked at dryers on our own for 10 minutes as there was no one in the appliance area to help. Went to Appliance World and a salesman was there to answer questions right away. AW had a much better selection of dryers too. Delivery to our town according to Best Buys website would be in a week. The AW salesman said two days. We decided to not look elsewhere and placed our order. The day of the install we got a call in the morning from the AW office telling us the time window it would arrive in. About 20 minutes before it arrived we got a call from the installer saying he was on his way. He arrived looking and acting very professional, was friendly and did a good job of installation. By now there have been 5 loads thru the dryer and it has dried faster than our old dryer ever did just as the salesman said it would. So far we are very happy. more

Was very pleased with overall purchases. Delivery was as scheduled. Harold (delivery/technician) was very efficient and knowledgeable....and personable. Installation was made in a timely manner. Thanks!! more

We did not get our appliance when we had hoped because the salesman did not listen to when we were not going to be home and arranged a bad delivery time. as a result we did not get our appliance delivered until two days later. more

Was able to walk into store in Champaign and pick a fridge in a short period of time. We were space-constrained in our kitchen, so this made the process easy because we didn't have many options. No fault to Dick Van Dyke's there: big house with small fridge nook. We had the fridge installed 2 days later. Installer was nice, very careful, professional, moved our old fridge to storage. Only after he left did I realize a couple shortcomings. The tilt needed to be adjusted so the door closed on its own. The doors needed to be adjusted so the fridge/freezer handles aligned. There was some label residue left on the surfaces that needed to be removed with goop off. I took care of these but thought later the installer should have known to check for these types of common issues. more

We compared pricing. Dick Van Dyke was very competitive. We had them install our dishwasher and take the old one...the installation/disposal of old was free, since you don't pay sales tax when you sign up for this service. Friendly staff and professional installation. There was no mess...just a new dishwasher. more

While installing my new washer and dryer the twisted the cold water valve and broke the pipe. This caused water to spray all over the room. The installers couldn't figure out how to shut off the main until my neighbor from across the street finally came over and pointed it out 1ft. from where the broken pipe was. Then they refused to pay for the repair because bit was a plumbing issue, even though they caused it. more

The worst customer service ever. Called on the 5th to have my washer, which is under warranty, fixed. It is now three weeks and 4 service calls later and my washer is still not fixed. They are waiting on yet another part. And I have to keep calling them to find out the status of my order. When I called today to speak to a manager they had gone to lunch together. So my question is, Who's minding the store? Do not buy from them you will regret it. RESPONSE FROM Dick Van Dyke Appliance World: Unfortunately, I am unable to research your situation because of the limited information available to us from your review. We have a third party administrator handle all of our customer reviews to add creditability to the process. Therefore, If you would like to give me a call at (217) 544-8180 and select option 2, I will gladly research your service history. We appreciate the opportunity you are giving us to resolve your complaint. Thank you, Tiffany Ogden Customer Satisfaction Supervisor more

Great experience from the time a service technician came out to our home, to the delivery of new appliances. The sales man at the Bloomington store was very knowledgeable, courteous and helpful in helping us decide which washer and dryer would meet our personal needs. We will certainly recommend Dick Van Dyke stores to our friends and family. more

I had been referred to Dick Van Dyke Appliance World by a couple of friends. When I went in the first time, Andy the salesman was extremely helpful. He went through all of the refrigerator models, pros/cons of each and helped me choose the model that would work best for me. I didn't buy the first time and was impressed that I was not pressured in any way. He even price checked the model at other stores for me. When I returned, he was again extremely helpful, friendly, and patient with me. When it was delivered the following Saturday, Harold the delivery man was also awesome. He immediately knew what needed to be done to get the old fridge out and the new one in the house. He was efficient and friendly and helpful by making sure I knew how to operate the water/ice controls before he left. Overall I can say my first time experience was great and it will definitely not be my last purchase. more

My dryer decided to quick working had a load of wet clothes went to Dick Van Dyke to see what they had in the way of dryers/washers & if they could be delivered that day. Sales woman was extremely helpful found the set within my budget, delivered same day & the delivery men were extremely pleasant & professional. more

I own 3 appliances from DVD and in the past they have far surpassed my expectations with their stellar customer service. But not this time...our dishwasher of only 15 months failed. I left a message after hours with their answering service and anticipated a call first thing the next morning. When they called in the late morning, I was told I would receive a call back notifying me of the "2-3 hour window" that the technician would be in my area. They failed to call me back, rather I was called when the technician was 30 minutes out from my house. The technician that came was very professional. In addition, there was a delay in receiving the parts (from the 2-3 business days quoted by the technician to over 10 days). It seemed unusual that it would take over a week to get parts for my new dishwasher. The office never called back with an update to when the parts would arrive - so 3 days later I called and the parts department could not determine when the order would be shipped or when it would arrive. Very frustrating. Then on the arranged day for the technician to come back with the parts, I was not notified, rather I had to call and ask "so when are you coming out today?" There was a lack of communication between DVD office staff and this customer. I even wrote an email about my experience which did not improve their customer service very much at all. I am very disappointed with my recent experience and will have to reevaluate if I purchase from DVD in the future. RESPONSE FROM Dick Van Dyke Appliance World: We apologize that you feel our customer service team did not meet your expectations. I have researched the situation surrounding your appliance, and my records indicate your appliance is repaired. Our technician diagnosed your dishwasher as needing a new board and float on March 11, 2014. We ordered the parts directly from the manufacture and were given an ETA of 3 to 7 days. We apologize for the delay in repairing your appliance, but waiting for the parts to arrive from the manufacture was the cause for the delay. My customer service team responded to your frustration by scheduling the repair as soon as the part arrived. Unfortunately, due to the unavailability of your part your repair took longer than we would like to see. I again apologize for the inconvenience we caused during the repair of your dishwasher, and we will strive to earn your business and confidence back in the future. more

While I've posted most of this on your FB page, here's a quick review of my problem. I purchased my new washer/dryer from you in December 2012. In September 2013 the washer lid wouldn't stay up. I called & repair came out & "fixed" the problem. In October it happened again. So I called & repair came out and "fixed" it again. November..again. March 2014 here we are again with a broken lid, it's 9:25 p.m. on a Friday night and the repair man just left again. Is it really fixed this time? I have my doubts. But we will see. By the way, I was told by a customer service supervisor that you are working with the manufacturer to get it to where I won't have to pay for the replacement parts. Oh my goodness. Words really can't express what I really want to say about that. Needless to say, I am NOT a satisfied DVDAW customer. I highly doubt that my story will be one we hear about on the radio. RESPONSE FROM Dick Van Dyke Appliance World: Dick Van Dyke Appliance World regrets any inconvenience we may have caused trying to repair your washer. Our protection plan states that we will replace your washer upon request if you have had 4 different mechanical failures within any twelve month period. I have researched your service records and found two repairs to date. Therefore, in accordance with our service contract we will continue to repair your appliance for free until 4 different mechanical repairs are made. Again, we apologize for any inconvenience the two repairs may have caused you and your family. We appreciate your patronage and look forward to serving you in the future. Sincerely, Tiffany Ogden Customer Satisfaction Supervisor more

Great service with our new stove top! Looks great, and was installed on time and quickly. more

We found just what we were looking for in the store to replace our old range. It was delivered on the day promised. The two men who delivered it and did the setup were very efficient and gave explanations on what they were doing. They carefully removed all of the packing and took it away, and they were careful not to mar any floors, etc. They took our old range away so we didn't have to worry about it. The range works fine and hopefully will for many years to come. more

Quick and easy experience with our new washer/dryer set. Great customer service and installation went very smoothly. more

delivery an set up was topp notch ----- very happy with every thing. more

This is the first time I a writing a review but I am so frustrated at this point I have no idea how to deal with such poor attention to detail and overall bad service. It started in 2011. Bought a $900 dishwasher that the have been out to fix at least 5 times since buying it. Yesterday they come to fix it again and I try to start it after dinner last night and it will not turn on at all. Of course, they are closed on Sunday's and for a company that promotes the same day customer service and we listen to how proud they are of meeting customer expectations. What about those of us that are un-satisfied with your poor service and lack of attention to customer needs. We also requested a quote on the dishwasher trays and have yet to receive them. Yes.....the ones that your sales rep guaranteed they would never rust. They have rusted on all corners. The automatic soap dispenser that was "state of the art" ..in the words of your sales staff. Has been replaced 4 times and your technician tells me not to use because they are junk! Way to go GE and Dick Van Dyck....I will never step into your Bloomington store again. RESPONSE FROM Dick Van Dyke Appliance World: I apologize for any inconvenience we may have caused during your recent service experience. After reading your review I looked at the individual component warranty outlined in your owners manual. The racks are warrantied against manufacture defect for an extended period of time. I have instructed my staff to order the necessary parts and contact you when the parts arrive. Im concerned about several of your comments about our lack of support on the weekends or after hours. We have 24 hour emergency service available in all of markets to assist customers that are experiencing issues. I will look into our telephone system to ensure we arent having any technical difficulties which would inhibit our customers from speaking with a customer service representative. Thank you for taking the time to write a review. We value our customers comments and look forward exceeding their expectations. Sincerely, Tiffany Ogden Customer Satisfaction Supervisor more

We needed a new dishwasher and were totally impressed by the knowledge and relaxed sales approach. We love our new dishwasher and the installer was the best! Thank you Dick Van Dyke! more

I purchased a new washer. After 3 weeks I decided to return it. I didn't like it. The contract said "20% re-stock fee on all non-warrantied items." The washer was only e weeks old and well under the 30 day policy. They still charged me the 20% restock fee, and then they changed the wording on their contracts to cover their butts in the future. With Dick Van Dyke, the customer DEFINITIVELY does not come first. Be warned. RESPONSE FROM Dick Van Dyke Appliance World: Hello Mr. Wilkerson, I reviewed your complaint and looked at the paperwork you signed during the sales process. It does state there is a "20 Restocking Fee on Non-Warranty Returns". The paperwork (invoices) being used by all of our stores today also state this as well. Unfortunately, because you had used the washer for 3-weeks and then decided to return it without cause (Not due to any warranty or repair issue or defect with the machine). The 20 Restocking fee was imposed. If there had been a warranty issue or defect with the machine, we would have gladly worked with you to fix or replace the machine. Sincerely, Darrell Haslett Marketing/Merchandising Manager more

Confident and happy with both our salesman and installer. Quick delivery meant no dirty clothes piling up. Would recommend Dick Van Dyke to all our friends! more