Dick Van Dyke Appliance World

Have way to many things to list so here is a summary, bought washer, installed in new house, used for first time, never worked, took back(we live an hour away and had to go to Springfield). Lady at store said call customer service handed me a phone and basically said I'm busy and walked off. argued with 3 different people on phone- said we could return it and pay a 20% re stock fee. after half an hour finally was told we could bring it to service center and tech would look at it. Tiffany very rude (as was I because now we are up too about an hour and a half) did not even stop to talk to us ,just walked past and talked on the way by. dealt with some real rude employees on something that should have been a real easy swap out. First and last time we buy anything from Dick Van Dyke RESPONSE FROM Dick Van Dyke Appliance World: I apologize that you feel we didn't respond to your request in a professional manner. Each manufacture requires all of their service companies to diagnose their appliances before an exchange is considered. My records indicate that you purchased your appliance on September 23, 2013. We were notified on October 15,2013 that you were having issues with your new appliance when you brought it to our store in a trailer demanding an exchange. My customer service team tried to explain to you that we would need to diagnose the appliance before an exchange would be considered. However, you demanded an exchange without giving us the opportunity to diagnose the appliance. My customer service team understands the requirements the manufactures places on their servicers and we only authorized the repair. We diagnosed and repaired your appliance within thirty minutes of arriving at our facility. I regret that you feel we didn't offer the type of service you were expecting. It does appear from speaking with my staff members that the only option you were interested in was to receive a new appliance without hesitation. We appreciate your patronage and hope to earn back your business in the future. John Shepherd Sr. Vice President Dick Van Dyke Inc. more

Mr. Wolf was very helpful in helping us choose our new fridge. We had a mishap with our old one and were on the fritz for a new fridge ASAP. They delivered the fridge the next day on time, and very friendly people! more

We bought a washer and dryer after talking with sales staff, Angie and Dave. They were not only knowledgeable, but, honest in the pros and cons of each machine. Shawn was the person who delivered our appliances. He was efficient, friendly and gave us additional tips. We would recommend this business to anyone. more

We had an old refridgerator that wasn't staying cold. The service team helped us to decide that a new fridge was the better option. Their $25 fee was applied to our purchase. Billy helped us find a GE that we liked. James provided the installation with great care. All work was completed on schedule. Thanks. more

Purchased from the Bloomington/Normal store, everyone very helpful , had a small problem and it was resolved very fast. Russ very helpful, delivery people super nice and very careful with everything. They do not damage your property and also do not dent your new appliances. We had Items arrive dented from 2 other sellers in this area, So from now on we will most likely buy everything from Appliance World. more

Salesman and installers were knowledgeable and friendly. They provided information that made decision-making easy. On-time and fast delivery. more

The salesman did not pressure me into one brand, he took time to explain the difference from one machine to the other. Before going into the store, I knew what I wanted. After hearing the pros and cons of the machines, I went a different direction. The delivery was great also, the young man was very nice and he had to put the machines in a tight area, plus he had to listen to my husband and I ask questions. He answered all of our concerns. I have been using my machines for awhile and am very satisfied. more

The installation of our dishwasher was not satisfactory. The bottom cover is not secured and keeps coming out. Additionally, there were parts of the dishwasher that were not installed or explained. Really was disappointing given our previously good experiences from Dick Van Dyke. RESPONSE FROM Dick Van Dyke Appliance World: I apologize that you feel we didn't respond to your request in a professional manner. Each manufacture requires all of their service companies to diagnose their appliances before an exchange is considered. My records indicate that you purchased your appliance on September 23, 2013. We were notified on October 15,2013 that you were having issues with your new appliance when you brought it to our store in a trailer demanding an exchange. My customer service team tried to explain to you that we would need to diagnose the appliance before an exchange would be considered. However, you demanded an exchange without giving us the opportunity to diagnose the appliance. My customer service team understands the requirements the manufactures places on their servicers and we only authorized the repair. We diagnosed and repaired your appliance within thirty minutes of arriving at our warehouse facility. I regret that you feel we didn't offer the type of service you were expecting. It does appear from speaking with my staff members that the only option you were interested in was to receive a new appliance without hesitation. We appreciate your patronage and hope to earn back your business in the future. John Shepherd Sr. Vice President Dick Van Dyke Inc. more

Our dryer we purchased from Dick Van Dyke had an electrical short in it and caught fire this morning. When my husband visited the store this afternoon, Greg told him it was 15 years old (checking the computer, right!) My husband bought a dryer thinking Greg was being honest. I found the warranty, the dryer was just a few months past the 5 year warranty. (coincidence?) I called to find out if we could get any type of discount since this dryer only lasted a short while. Greg said "we don't make them, we just sell them". I replied, so you don't stand by what you make? He said "that's just the way it is". I asked to speak with the manager, he said he would put me on hold...and he hung up. Let's see if someone calls me back, no more business for you folks. RESPONSE FROM Dick Van Dyke Appliance World: I express regret with how you feel our appliance sales consultant handled your husband's questions during the sale of your new appliance. However, I'm not exactly sure how our sales consultant would have been able to give your husband an answer on the exact age of your appliance. I spoke with our sales consultant and he remembered your husband asking a hypothetical question about when this type of service issue happens. Our sales consultant responded to your husband's question by saying "most dryers will last about fifteen years according to the manufacture". Our 5/10 year warranty covers the appliance for 5 years parts and labor for any mechanical failure and 10 years on the major component. If you would have contacted my service center one of my customer service team members would have explained the warranty in detail. I appreciate your loyalty to our company and we hope to earn your business back in the future. I wouldn't want a minor miscommunication to stand between our long standing partnership. Sincerely, John Shepherd Sr. Vice President Dick Van Dyke Inc. more

I told Jeremy what I was looking for and asked to see scratch and dents too. I was pleased to see a couple of clearance ones. He explained all the great features. And looked at floor models and picked one of those out too. His comments about the features were extremely helpful. He checked measurements and helped me decide on two dishwashers. LOVE the steam cycle and the low decibels. I can even hear the TV in the kitchen at a normal volume when the dishwasher is running. And it doesn't keep us awake at night. more

Harold and Shawn were courteous, polite, and friendly. Ours was the tough delivery of the day. Took them almost 30 minute to get the old dishwasher out because the legs were rusted. Thank goodness the new one went in very easily. Cleaned up everything too. more

I opted to purchase a new microwave instead of fixing the old one and the gentleman at the store, Doug, was very nice and showed me three options and explained all of them. I picked out my new one, and the coupon that the repairman had given me to refund my service call was applied to the price of the new one and in a few days my new one was delivered and installed and just a few minutes, the installer explained how to use the product and took away all of the boxes etc more

I would like to say I'm happy with the new GE- Frig. and your installers were very accommodating to our needs, and installed it professionally...They were Friendly, and happy to do the install .... I almost had to cancel buying the frig, and would have, except you wanted me to pay a 20% restocking fee that amounted to about $450.00 dollars.. We were informed our health care coverage was going up to around $260.00 a month, and thought it would be real difficult to now have to pay on top of that, the price of a new frig. at $210.00 a month to pay it off within 12 mo. to avoid all the finance fees..of a two year contract. That was why we tried to cancel the purchase .. But I was not going to pay you $450.00 for a restocking fee. I was willing to pay a restocking fee of about $50.00 but $450 is crazy.. So I have a new frig... It was needed ! I'll be sure to let everyone know about your restocking fee policy .... Thank you ! P.S. this was the second frig we had delivered because the first one was to wide by 1/2 in.. We asked at the time of purchase, if our measurements were off, and they had to take it back and exchange it for another one, would that be a problem, and we were told no. We were charged a restocking fee for that too.. More reasonable, something like $39.00.... I'm sorry if we caused your company's employees any bad feeling towards us as customers.... Again we are happy with the Frig. If you want to avoid this problem in the future, perhaps your people should make new policy to have your people go out to the homes, and take their own measurements, instead of depending on the customers measurements to be right. It would save you and the customer a lot of time and money .... more

James did a good job-he was personal and professional more

Broken cabinet from installation of dishwasher, leaks (but of course thats not because of them), 2 years old and broken, horrible service times, bumped me because of an emergency! What???? I was already waiting for a week! RESPONSE FROM Dick Van Dyke Appliance World: I apologize for any inconvenience that you feel we may have caused you during the repair to your Whirlpool Electric dryer. We offer a comprehensive warranty on every repair that we make to your appliance. We offer a 90 day part and labor warranty. Our Diagnostic fee is warrantied for 30 days from the date of the service call. The last service call that we ran on your dryer was on July 3rd, 2013. Your dryer has worked without issues for over 60 days, which means the diagnosis in July was accurate. If you would have allowed us to diagnose the dryer in September, we may have been able to complete the $134.00 repair for just the price of the diagnostic fee. The warranty would have saved you $84.00. If you would have declined to repair the dryer in September, we would have given you a $25.00 coupon towards the purchase of a new appliance. We appreciate your business and hope this response clarifies our warranty. Sincerely, John Shepherd Sr. Vice President Dick Van Dyke Inc. more

Since June of last year I have had problems with my Whirlpool Duet dryer. You have been out to fix my dryer at least 4 times with the same problem happening every time. The most recent time it was repaired was in July and now it is out again. I have spent a whooping $554 in repairs with you, at this point I could have purchased a new one. I visited a supervisor yesterday to see who could help me with this to get it fixed right. She checked with the Vice President John Sheppard to see if she could waive the $50 service fee due to all of the issues I have had. She contacted me today to tell me due to policy it would not be waived. You people are a joke, you are losing a customer over $50??? Wow!!!! I am a high level manager for a company 100 times the size of yours and I can promise you we do not treat our customers the way you do!!! Thankfully do to the business I am in I know a lot of people in every town you have a facility in and I will ensure I spread the word on every social network possible so that people know what type of service they receive when they arent buying something from you. RESPONSE FROM Dick Van Dyke Appliance World: I apologize for any inconvenience that you feel we may have caused you during the repair to your Whirlpool Electric dryer. We offer a comprehensive warranty on every repair that we make to your appliance. We offer a 90 day part and labor warranty. Our Diagnostic fee is warrantied for 30 days from the date of the service call. The last service call that we ran on your dryer was on July 3rd, 2013. Your dryer has worked without issues for over 60 days, which means the diagnosis in July was accurate. If you would have allowed us to diagnose the dryer in September, we may have been able to complete the $134.00 repair for just the price of the diagnostic fee. The warranty would have saved you $84.00. If you would have declined to repair the dryer in September, we would have given you a $25.00 coupon towards the purchase of a new appliance. We appreciate your business and hope this response clarifies our warranty. Sincerely, John Shepherd Sr. Vice President Dick Van Dyke Inc. more

My over the range microwave had died and I visited the Dick Van Dyke store in Bloomington to see what was available. The salesman Andy was very friendly, helpful, and NOT aggressive. I was able to get rid of the old unit and get the new unit installed. Andy followed up with me twice on the installation appointment. WOW - I haven't had a salesman follow up with me after a sale for a long long time. The installation group called to give me the time frame of when the installer would arrive, called again to say he would be there within 1/2 hour, and he arrived in the appointed time. The installation was quick and there was no mess left. Thanks! more

Our salesman, Michael, was very knowledgeable about the products and very helpful. Our delivery rep, Harold, was extremely courteous and arrived as promised. We have enjoyed this experience. We hope the appliances stand up to their reputation as soon as we get them installed - new construction - not ready quite yet! more

Russ (sales) was very patient, helpful and provided good information. Harold (delivery) was efficient, courteous and neat. Good team more

We have purchased all our major appliances at DVD for years, and every time it has been a pleasant experience. Friendly, not pushy, staff and always willing to accommodate to us. Delivery has been on time, and Richard was very friendly. Highly recommended! more