We choose the Whirlpool white ice series a few months ago after originally planning to get all stainless appliances after our salesperson Andy pointed it out to us. We instantly fell in love with the look of it as well of the features including a top freezer refrigerator with a water dispenser in the door. I took the written quote from our sales person and did some price comparisons. Though we could have saved several hundred dollars purchasing the same appliances from another store, we chose to purchase from you as we've heard good things.
It took a while but last week we were finally ready to purchase so I stopped in the Bloomington store. Our Salesperson Andy wasn't available so someone else helped us out. They asked how quickly we need them and we said asap as our stove wasn't heating properly, our dishwasher was only working on once cycle, and the refrigerator doesn't seem to be holding temperature correctly. The next day Andy called and said we could have the appliances delivered on Saturday, wow, we were thrilled!
Then the fun began....
Friday I received a call and was told that the Whirlpool driver quit so the delivery wasn't going to make it and thus we couldn't have appliances delivered on Saturday but we could reschedule for Monday afternoon. So I arranged to take time off work Monday afternoon. Monday morning the dispatcher called and said everything is set for delivery after 1pm and I would get a call prior to their arrival. An hour or so later Andy called to tell me that the appliances were not delivered and they still don't have the refrigerator and that will have to be delivered at a later date.
Tuesday night I went to turn on the upright freezer we purchased that was delivered Monday and when I opened the door it was warm. I thought that was odd, and then went to turn the dial to turn on the freezer and realized it was already turned on and the control box inside the freezer was hot. My only explanation was the garage kit I purchased for the freezer was the culprit so I opened the box, disconnected it, and the compressor kicked in. Had the installer checked the freezer before he left the house on monday this would have been found, instead we already have to have a technician come out to look at our brand new freezer that we've yet to be able to use.
Wednesday I left early again to meet the delivery driver with the refrigerator. He was very pleasant, came in and looked over the area. He immediately noticed that the location of our refrigerator is one that requires the opening of the door be on the right, but the refrigerator he had with him has the opening to the left. He asked to see my pink purchase order which I provided and he noticed no on asked us on the form which direction the door needed to open, a question they are always supposed to ask. I also mentioned the water dispenser in the door (a must have feature for us), and he said he was pretty sure it didn't have one. So we went and looked at it in the truck, and no water dispenser, and due to the style of doors, they can't be reversed either.
The driver called the store and spoke with Andy, whom I spoke with after him. As it turns out we were sold a refrigerator that is not available with the door opening facing the right that we need. We purchased a complete kitchen set of appliances because we wanted a complete matching set. The only option we've been given is a non-matching refrigerator without water in the door that we could have matching door handles put on, or a french door style refrigerator that matches but won't fit our available space.
As of now we still have our old barely working refrigerator and we're waiting on a call back from Andy to see if the color of this other refrigerator will even match that of our other appliances. Even if it will, we're far from satisfied as it's not the unit we want and is lacking must have features for us.
Yesterday was my wife's birthday, so needless to say it was not one of her best.
I still have to take more time off to meet the special technician to install the microwave, making it a total of at least 5 times we will have to meet someone just to get new appliances installed and working properly.
I wrote this in hopes that it reaches someone that can help us through this very frustrating and disappointing experience we've had thus far.
RESPONSE FROM Dick Van Dyke Appliance World:
We regret this delivery/purchase did not go as planned. Multiple departments have worked at length to correct the internal issues that you described and to hopefully overcome circumstances that were out of our control (ie. late truck, inability to reverse hinge). Even our most senior sales associates were not aware that a top freezer refrigerator could not be reversed. We have noted this refrigerator in our system and initiated training with all associates to be aware it so this issue does not happen again. We again apologize that this was not discovered before your delivery was made. Dick Van Dyke Inc. has worked with Whirlpool to come up with options that I understand to be acceptable. We also have re-trained associates on the need of heater kits for only certain freezers. Communication on these matters is the key to great customer service, and we hope to better prove this to you in the future.
Sincerely,
Paul Rieken
Sales Manager
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