Dick Van Dyke Appliance World

If all of your installers are this good, your Springfield store is perfect! more

I was given a price quote for a new stove and it was even written down for me. When I received my stove the Rebates that were promised to me were less than quoted. When confronted with this issue the salesman just said my manager won't let me do anything about that, I'm sorry!! NOT . . . RESPONSE FROM Dick Van Dyke Appliance World: We apologize for any inconvenience that we may have caused during your most recent visit to our store. I have spoken to our sales staff about your situation, and it appears your purchase didn't qualify to receive the additional one hundred dollar rebate from the manufacture. I was informed by my sales staff that you were given the rebate information prior to taking delivery. The rebate form outlined the rebate program administered by the manufacture. Dick Van Dyke Appliance World offers the manufacture rebate information to all of our customers, but ultimately it is up to the customer to fill out and claim the rebate. The rebate paperwork stated the only way to receive the additional one hundred dollar rebate was to purchase a microwave. Since you only purchased the range the two hundred dollar rebate was the only manufacture rebate you were eligible to receive. I hope our review comments help clarify why you received one hundred dollars less in rebates than you initially thought you would receive. We appreciate your business and hope to earn your future patronage. Sincerely, John Shepherd Dick Van Dyke Appliance World more

My salesman, Andy, patiently answered all my questions about Speed Queen products during my 3 visits to the Bloomington, IL store. Vince and Justin faced a challenge in delivering the washer and dryer to the basement but they did a great job in handling the job. They completely answered all my questions about their installation and basic questions about operating the washer and dryer. And the Dick Van Dyke warranties cannot be beat. more

The refrigerator was a tight fit; both through the door and up the stairs. The two service men tried two ways, then finally decided to take off the doors. That worked! The men were patient, respectful and good problem solvers. They cleaned up the frige and set up the shelving units for me. Also, answered my many questions. I wish all delivery folks were as thorough. more

I left a derogatory review last week after thinking that my appliance was finally repaired after a week of delays. However, it was not. Now it's been another week of delays. Delay #1 came when we notified our tech on Tuesday that we wanted the part ordered. The techs turn in paperwork the following morning (no electronic communication) but he was off on Wednesday. Yet again, Hillary in Parts tried to go above and beyond to help me out but her hands were tied. So the part we knew we needed on Tuesday morning wasn't ordered until Thursday. Delay #2: Never, in these 2 frustrating weeks, have I experienced anywhere near their "guaranteed service within 24 hours." The part is now in (Friday) and I will wait over 24 hours for it to be installed. I will never again use Dick Van Dyke Appliance World for sales or service - never!! Again, the only bright spot and the only reason I gave 2 stars for service rather than 1 star was because of Hillary in Parts. She's on top of things and will go above and beyond her call of duty to help out. I'm planning to send her a thank-you note for her services. RESPONSE FROM Dick Van Dyke Appliance World: Mrs. Paulson, I have asked my Customer service supervisor to contact from your previous survey and we are going to repair your appliance at a much reduced cost. I feel that is the least we can do for all of the inconvenience you have gone through. You service technician will handle taking care of everything when he fixes your appliance on Aug 25, 2012. If you are not completely satisfied with our company after this next visit you may reach me at (800) 847-4994 opt 2. I again apologize for the inconvenience and hope that our token of appreciation for your patronage salvages your business with our company. We value you as a customer and want to resolve this situation as quickly and as professionally as possible. John Shepherd Sr. Vice President Dick Van Dyke Inc. more

Technician was capable, well pepared, did job quickly when installing the micrewave more

called Jim to order a range and refrigerator,everything was done over the phone in a timely manner and professionalism. Appliances were ordered on a Thursday and delivered that Saturday, the schedule was full but they fit us in...thank you thank you. Richard the delivery guy was just as excellent. Both Jim and Richard were awsome and we truly appreciate it. more

8/10: I called for service before 10 a.m. but they couldn't fit us in that day. We had plans for 8/11 to we make an appointment for the service tech. to come on 8/13. 8/13: He said our machine needed the motherboard replaced and he would call back THE NEXT DAY with an estimate (why not have an estimate right then?). 8/14: He called back with $240 estimate. My husband wanted to discuss it with me so said he would call back. He left a voicemail for tech. saying we wanted him to order the part but please call back - no return call. 8/15: I called repair dept. to be sure the tech ordered part and he had. We left a message for the parts dept. about when we might expect the part to arrive and were told the part would be in the next day but we could call back to confirm and see if we could get on the schedule ASAP. 8/16: I called repair dept. who said the part was ordered THAT MORNING and would be in in 2-5 business days. I called back and talked to HILLARY in parts dept who correctly affirmed that part was ordered the day before and may be in that morning. She offered to call me back to confirm when her delivery person arrived. HILLARY called back and said part didn't come, not in stock, so she ordered from another distributor and had them ship the part next day air. She said it should be in on Friday and she would ask the repair dept. if they would schedule us for a Friday appointment even though the part wasn't actually there yet b/c we had been waiting so long. 8/17: Called Hillary and she said part hadn't come FedEx shipment so she was going to call the distributer and see how they sent it and call me back. She called back in a few minutes and said they sent it UPS and it would be there by noon. She transferred me to the repair dept. with instructions to request from the manager an appointment ASAP since we had waited so long. I talked with Tony in Repairs who offered installation next week. I told him to please contact his manager about fitting us in today or having a different tech. come on Sat. b/c it had been a week since our washing machine had worked. He did so and called back saying they could fit us in that afternoon. So, what have I learned? 1. The commercials stating "my appliance was fixed the same day" must be few and far between. 2. Go ahead and ask for what you want b/c they may actually be able to do it even though they initially say they can't. 3. Hillary deserves a raise, a bonus or at least a free lunch for going above and beyond the call of duty and for knowing her job inside and out (as well as the jobs of her co-workers). RESPONSE FROM Dick Van Dyke Appliance World: Mrs. Paulson, We apologize for any inconvenience you may have experienced during your most recent service repair. I am happy that Hillary was able to go above and beyond to try to assist you with you service request. We advertise that we offer service within 24 hours on any major appliance. However, we are unable to stock every part that is installed on your appliance. We have an extensive supply of the most commonly used parts on our trucks for immediate repair. However, occasionally like in your case we needed to order the parts from our supplier. I will turn this over to my Customer service supervisor to call you and work out the arrangements for the repair. Again, I apologize for any inconvenience we may have caused, and I hope that we will be able to earn your patronage in the future. John Shepherd Sr. Vice President Dick Van Dyke Inc. more

Great service from start to finish. Enjoyed the saleman and delivery and installation person. Made my job easy. Very helpful. Neat and efficient. more

Service on old washer was quick and within the specified time frame. Service fee was applied to a new washer which was delivered on time and professionally installed. more

Not sure who is on their radio spots, but the non emergency service doesn't provide any information without me calling in. I had to call in to see if the part that was ordered came in. I can't sit around all day waiting for a call. My life doesn't stop because I have an appliance repair appointment. RESPONSE FROM Dick Van Dyke Appliance World: We apologize for any inconvenience we may have caused during your recent service request. We try to offer as many options as possible when scheduling our service appointments. We will call your cell phone one hour ahead to meet us at your home to minimize the disruption to your day. We also offer am or pm appointments to narrow down the time you need to be at home. Unfortunately, the information in your email doesn't help me identify you in my computer system. If you contact my service department at 8008474994 we will be happy to work around your schedule. John Shepherd Sr. Vice President Dick Van Dyke Inc. more

I purchased a glass top slide in range w/convection oven. Tried to get results because the oven does not bake evenly. Would wait for returned phone calls for days. Then would be told to call a supervisor - would wait for call backs and then be told to talk to another supervisor. I have never delt with a company with so many layers. The salesman had told me on day of purchase that they wanted a happy customer and would stand behind their products. This oven does not work and I have no recourse at this moment. Had to eventually contact the Whirpool company who told me to rotate the pans when baking!! The techs who came out after many days of waiting and serval call backs, etc. were good!! more

Bought the GE profile washer, as our Bosch gave out only 3 years into service. Price was good, sales staff was very helpful, delivery was on time and very courteous. Excellant! Mp more

We received service today after our dryer stopped working. Within two hours a representative was here. He found the problem and advised us on a few other issues that may be in the near future; but explained we had a good unit and it would be cost effective to simply repair as needed! We were pleased as we were expecting to be told our unit was old and it was time to purchase a new one! more

We needed to update our kitchen with new counters and a new stove. For the stove we went back to the same place where we had great service for our refrigerator-Dick Van Dyke Appliance World! The stove arrived before the counter had even been measured, so I couldn't have my stove permanently installed. Once the counters were measured, I called Dick Van Dyke and explained my needs. They had their installer out in just a couple of days to position the stove and make it right-even over a holiday...Wow! more

Employees showed what I asked for, answered all questions, and were able to install product quickly. more

Repairman and installation people were great...very professional. Salesman did not call back when he said he would and never responded to two questions left on his voicemail. RESPONSE FROM Dick Van Dyke Appliance World: Nancy, Please let me know if your questions have not all been answered to your satisfaction by our sales staff. You may contact me directly at 1-800-322-4065 ext. 8601. If your question is service related, use ext. 2. I talked with your Salesperson (Bob) and he said you had questions about door reversal swing for the washer. He informed you that only the Electrolux would be capable of a door-swing reversal on the washer. He also noted a conversation about stacking the set and meeting requirements to fit the set in your laundry closet. We hope that you are happy with your Frigidaire purchase and that we can better serve you in the future. Thanks, Paul Rieken Decatur Sales Manager more

We have purchased several new appliances over the past two years, all from Dick Van Dyke. John, our salesperson, was excellent and helped us purchase just what we needed. The installer, Lyle, was also excellent - it was obvious he was very knowledgeable about the appliances and how they were to be installed. Thanks, Dick Van Dyke, for the great experiences. more

Prices were very competitive with the 5 yr/ 10 yr warranty. Love to shop local especially when prices match the competition. Delivery guy was nice, polite, quick and helpful. Overall two thumbs up experience. And the Stove is Great too! more

Had a tree fall on house causing fire and power surge which knocked out all communications and number of appliances. Had used your services before when had problem with ice maker and was impressed with timely service and low price. In past week you have replaced a microwave oven, side by side maytag frig, and repaired a whirlpool side by side. Really impressed with the friendly employees and timely service along with the reasonable prices. Would recommend everybody I know to go to your store if they want quality products and great service. more