Dick Van Dyke Appliance World

The same review as up above. more

Very pleased with service and knowledge of products. more

I needed to get all new kitchen appliances and laundry equipment. When I sent in I thought I knew exactly what I needed, but after talking with my salesperson (Lee) he was able to help me not only save money, but make much wiser choices, especially on my kitchen appliances. Will definitely shop there again in the future. more

I was dead set on purchasing our new refrigerator from DVD. We had to replace our washing machine earlier this year and needed a new one that day (on a Sunday), so we ended up getting it from Mendards. When the fridge started to die, I went to DVD to make sure we could get it from them. I wanted to keep my money local! My salesman, Bob, was very nice and polite and answered all of my questions. He even had a model brough over from a warehouse just for me to look at, no obligation. After looking at the fridge he brought over, I decided to purchase a different model that they already had on the floor. He never tried to make me feel bad for not choosing the one they went to all the work to move to a different store. The GE that I did end up choosing was not in stock. I was a little disappointed, because they do advertise that they have most items in-stock. But, no biggie, I didn't need it that day. I made the purchase on a Tuesday and had expressed hopes that we could pick it up on Saturday. The salesman left it that he would call when it came in. Saturday came and went with no word, so I called the store on Monday...a week later and still no fridge. Finally on Thursday I was a bit peeved. Called the store and Bob was out sick, spoke with Rick. He was SUPER friendly and very understanding. After some checking, he confirmed that the order from GE had come in and would be at the Decatur store on Friday. He said Bob would call the moment it came in. On Friday, I still had not heard anything by noon, so I called in and was told we could come pick it up. Bob helped load it in the truck. My biggest complaints are that the model was not in stock and that I was constantly the one following up. I would have really appreciated a phone call at the one week mark to say, "Hey Dana, I just wanted to let you know we haven't forgotten about you. I hope to have your refrigerator in by the end of the week." Little things like that can go a long way. Either way, I have all intentions of going back simply because shopping local is very important to us. more

They did match the price of a competitor. Was very satisfied. more

Was scheduled for delivery on Sat. No delivery on Sat, Mon, or Tues. I finally called on Wed and was told range was backordered. No one had called. Range & microwave to be delivered on Thurs. Delivery man called at 6:40 pm and said not able to deliver until Fri. Appliances delivered on Fri, but delivery man was rude because we asked for appliances to be set on patio instead of in garage. My husband was diag with cancer 3 years ago and it would have been easier for him to get appliances in the house from the patio. What was the problem? RESPONSE FROM Dick Van Dyke Appliance World: BIll, We did have you set for a Saturday delivery, but due to a backorder on the range from Frigidaire we needed to reset the call. Our next Frigidaire truck arrived on Wednesday. We had your call set for Thursday delivery. We called to notify you we were still out making deliveries that evening but it was going to be to late for you so you reset the call for Friday. We then reset your call for Friday after 3pm. You wanted the appliances dropped off in the garage which has a charge of $20.00. We would of brought the appliances in the house, but you did not want to pay the extra $15.00 to bring them in the house. Our standard delivery to drop off in the garage or outside is $20.00. Our Super Deluxe Delivery is $ 35.00 and we will bring them in the house and install standard appliances. Bryan Horath, Vice President Dick Van Dyke Appliance World. more

Really like the longtime warranties and service contracts. more

Billy was very helpful! He pointed out things that we hadn't thought of asking. Very helpful in narrowing down our choices to choose one that we bought. more

DVD storesweree not one of our first venor choices as we have had no prior experience but when Holly took Katheryn's inquiry call and fully explained options, took personal interest in our multi-appliance needs and offered to do extensive research for us, we rethought our buying decision and chose to shop at DVD. Your competitors were far more indifferent and less thorough in their process. The show room offred us the demos we wereseeking and the entire buying experinece was uneventful, smooth and professional. The delivery teams were also good--especially Brandon from Springfield. He was ver y polite, professional and sincere. We felt comfortable having him in our home unlike many servce and delivery reps. Overall we have been quite pleased in the offerings, selection and purchase of our apliances from DVD stores. more

The purchase was seamless. The delivery was without difficulty, I did not have to waste time away from work. They called me and I met them. And, after furnishing my all new kitchen, with appliances from Sears, which was an AWFUL experience. This was a welcome change. more

We had checked price and received a quote for Russ. We were told to shop around and if we found a lower price DVD would match it. We did find a low price at another store(special sale only on Sunday). We did not purchase and waited until Monday when DVD was open. We went to DVD and they agreed to match the price but then were told they would not give us the stated warranty (never told this before). Because we could not go back to the other store we decided to purchase at DVD. We then scheduled the deliver for after 1200 on Friday. My husband took the day off to be home for the deliver. In addition we wanted before a graduation party on Sunday. The stove had still not been delievered at 1200 so he call the store and talked with Russ (saleperson) who stated that someone else came in and purchased 3 appliance and needed a delivery by 12 so that was were the delivery truck went. So whoever purchases more get the service even if your delivery was scheduled first. Russ basicly confirmed this. Because of other commitments we could not be home for a later delivery. So the delivery had to be rescheduled for Monday between 4-430. Which means we had to move the stove back in the house for the party. Then on Monday the delivery truch was still here at 430 and we called to see where the delivery truch was we were told they were out of town (about 60 minutes away as we knew the distand) and were told they would be here in 30 minutes. Needless to say it was 530 when they finially arrived. After the Friday mess up we were told that we would recieve some type of credit for the problem. Well when we called on Tuesday to talk with Russ(he was not there on Monday), he stated that we would have had to called and discuss this before the delivery. He did call his supervisor and did give us a small discount and free delivery on any other purchase (not sure how we get this). Russ did tell us that service is better than the delivery service. Hope we never need to find out as we are not to impressed. RESPONSE FROM Dick Van Dyke Appliance World: Karen, Russ did not enter the proper time parameters for your delivery on Friday, May 11. Our installation department tried their absolute best to troubleshoot but came up short. We apologized at the time and please accept our apologies once more. Dick Van Dyke authorized a 4 discount on your purchase, plus promised another free delivery charge on your next appliance purchase. This is being processed and will be issued by mail. In regards to matching price with a competitor, we match price as it pertains to the overall deal. We are simply looking at bottomline here, not just a sticker. Our exclusive 5/10 Protection Plan comes free at our list price. Dick Van Dyke will match any competitors deal if that deal matches our warranty. We understand the competitors warranty to be only 4 years in your scenario, which would not be a match to our 5 Years total coverage and 10 Years major component. We have the literature on this competitors warranty at our disposal and can prove it. This was explained and agreed upon at the point of purchase. Upon reviewing the initial terms of your order, Russ actually matched Free Delivery AND still gave you the 5 Year/10 Year Protection Plan which even our most price conscious of shoppers would agree to be the best deal. Thanks again for your purchase. And while we hope you don't need our 5/10 Protection Plan, please know that it is backed by the Dick Van Dyke service team that has an A+ rating from the BBB. Paul Rieken Sales Manager, Dick Van Dyke Bloomington more

Serviceman was quick and answered all of my questions. This is the 2nd appliance I've bought at Dick van dyke's, and will likely buy all my appliances there. more

EXTREMELY>>> dissappointed with the total experience. I was initially told to expect service some time on Friday. After calling Friday morning I was told to expect the service guys between 3:00 and 5:00. It was after 5:15 when they showed up. That, I could have lived with, but it was unfortunately a sign of things to come. They diagnosed what was causing my fault code fairly quickly and I was impressed with that. I had mentioned a leak and was told it was probably just the door of my front loader, (they didn't bother checking any further). They two men wrote up a bill for their service and included the part number that I would need to fix it. They told me they would order the part and it would be in Tuesday. (As the component was fairly simple to replace, I just said I would do it so they would not have to return.) After waiting for a call most of the day Tuesday, I decided to call them. Long story short they hadn't ordered the part yet. I was told it would be in Thursday. On Thursday, picked up the part and changed it on Friday. The part did not fix my problem and with further investigation I discovered I had a pretty serious leak coming from the drum. By this point I am pretty disgusted with DVD and determined that with the severity of the leak and still not knowing how to fix the first problem that I would just get a new washing machine. (Obviously not from DVD). Lastly, I went back to the store to return my part. The guy at the parts counter said "It's an electronic part and we don't do returns on them". Even though your service tech ordered a part that didn't fix my problem, I still have to pay for it. Now, I am out $50.00 for a service call, $42.07 for the part and left with a very bad taste in my mouth for the way they do business. Honestly, I am finding it difficult to avoid writing nasty things here, I am terribly dissappointed by the treatment I got. The only tiny bright spot was that Mark at the parts counter seemed to feel for me and he made sure I received a call from, I believe the service dept. They were very nice on the phone as well, but that sure didn't get my money back or make me forget all the other let downs. RESPONSE FROM Dick Van Dyke Appliance World: I apologize for any inconvenience we may have caused during our last service visit. My service technician diagnosed a faulty water valve, and the fault code dispalyed in the control panel further indicates a correct diagnosis. However, the part wasn't ordered in a timely fashion by my service technician and you were required to wait longer than necessary to pick up your part. Therefore, we will reimburse you the cost of the part when you return it. I have left a voicemail on your home telephone number to work out all the arrangements to get a full refund on the water valve. I do apologize for the inconvenience and we hope to hear from you within a few day to process your refund. Thank you for taking the time to send in your survey. John Shepherd Sr.V.P. Dick Van Dyke Inc. more

The installer was excellent and took every step with care. He was very considerate with getting the new range in and the old one out without any damage to our house. Thanks! more

When your service technician can to look at my ailing dryer, he was very honest. Yes, he could fix it, but he listed the problems I could expect in the future. Then he surprised me! He took the time to explain what kind of dryer would endure the kind of use our family demands - and it wasn't the most expensive dryer at your store. When I visited the store, your sales staff helped me find and purchase that dryer. No one even suggested I buy a more expensive product; everyone wanted to help me find the RIGHT product for me. I am so grateful! This is the kind of service that keeps my family coming back whenever we need appliances. (And did I mention I love your warranties?) more

Washer 4 yrs old, called for service, repair man came out ordered parts, returned to find out that more was wrong that he had originally thought, and that it would probaly cost more to repair than replace, spoke to office Manager Michelle she was going to check on it and get back with me. I could not get anyone to return my call and I became very frustrated. After requestiong to speak to her boss, Finally Michelle calls me back and offers to replace the machine (repairs to costly) and says it will take 7-10 days to get it in, Had to order a newer model, but no one realized that newer model meant different colors, so the machine I purchased in red 4 yrs ago is now a different more maroon color. I have a red dryer + base and a maroon washer and red base. NOT HAPPY! The technichian also looked at our 1 yr old dish washer that was NOT cleaning the dishes and it needed a new pump. 2 weeks later I still have not heard from anyone and Ive called 3 times and there is not even a ticket on it, WHAT IS GOING ON! I am now on hold so that service can attempt to find the service man to see if he knows anything about this. I am very disappointed in the service from the (service Department) Not the actual workers they have been very supportative. Its more the people on the phone giving me the runaround. Also Frank with Delivery was very nice. I have purchased a bunch of HI End appliances from Dick Van Dyke because the service is suppose to be great, turns out I should have gone to another big name store, then I wouldnt have been surprised when I didnt get service. Also I had to pay a 35.00 delivery fee for the new washer! RESPONSE FROM Dick Van Dyke Appliance World: I apologize for any inconvenience we may have caused trying to replace your washer. I have researched the notes surrounding your case and it appears we made several attempts to try to contact you. My customer service department kept notes in your file about the content of your conversations. I have several notes indicating that we informed you before delivery that we couldn't guarantee the colors to be an exact match due to the age difference in the appliances. It is clearly documented that you were ok with the slight color variation. My customer service department also made notes that you were very concerned about getting the new machine as quick as possible and my records indicate that we delivered it to you the day after we received it from the manufacture. Our Free 5/10 protection plan enabled you to receive a free washing machine to replace your 4 year old washer. The only expense that you incurred was the $35.00 delivery expense which isn't covered under our protection plan. You also mention in your review that we forgot to order parts for your dishwasher, however we have no record of our service technician being asked to work on your dishwasher. The technician that was at your home to service the washer said he didn't look at the dishwasher when he was there. If he had diagnosed the dishwasher he would have charged a service call fee, which he didn't. I'm sorry for the confusion but it appears that someone else looked at your dishwasher. We did set up a service call after reading your survey with your husband and have taken care of the problem with the dishwasher. I hope that our attempts to try to resolve all our your concerns will give us the ability to earn your future patronage. John Shepherd Sr. V.P. Dick Van Dyke Inc. more

After buying 3 major appliances, we had our stove and dishwasher delivered and installed on a different date. When the installer got to the dishwasher he could not complete the install because of the way the plumbing was run, after talking to the salesperson we found out it would be another 35.00 to have someone come out and install our dishwasher on top of the original fee charged. While I understand not being able to install in one day due to circumstances, charging 35.00 is excessive. RESPONSE FROM Dick Van Dyke Appliance World: Mr. Rock Looking in this situation, you were given a second delivery for free. When you purchase 3 major appliances we give you one free delivery. Any additional trips made to your home have a $35.00 charge. We did not charge you for the second trip. On that second trip when we went to install your dishwasher we found out that you needed a plumber to fix your plumbing issues that you had in your home. This is the reason for a $35.00 trip charge to have us return when the plumber was done with the work that he needed to do. Bryan Horath Sales Division Manager Vice President more

Was very pleased with the installation crew who took extra care to protect a new vinyl floor that was installed the prior day. Fully checked out the working order of the 4 appliances we purchased. more

Came home to find that our freezer had quit, obviously a few days ago, so called Dick Van Dyke's in Bloomington and had one ordered, delivered, and back in business all in 24hrs!! Great service and the delivery man was excellent. more

The technician was polite, efficient, and respectful of our property. The job took the time that had been previously estimated. We were happy with the job. more