Dick Van Dyke Appliance World

Having had to have several request for service on our Refrigerator for poorly making ice and slight water leak in ice maker. Your repairmen were always very courteous and carrying. To no avail It is making ice wonderfully for the first time. I believe serviceman T25 Gary (12/22/11) was the persistence one and has it working. Thank you so much for the Great Warrenty and Service more

We were impressed by the knowledge and honesty of our salesperson. Our delivery service was fantastic and very helpful. I would recommend this business to anyone. more

Never once have I written a review about a product or a company, but I am appalled with Dick Van Dyke. I went to Dick Van Dyke in Springfield after hearing all of the positive radio advertisments--what a bunch of crock! The sales lady who assisted me seemed knowledgable and helpful. I told her I was looking for a washer and dryer--something simple, reliable, and SMALL. I told her I lived in a townhouse and the washer/dryer hookup was located in a closet, therefore space was limited. She told me she knew exactly what I was talking about, as she had lived in a number of townhouses over the years--she even had lived on the same street where I currently live! After about 10 minutes of her showing me a model and giving me various information about it, I said I'd take it! I paid for the washer and dryer in full and was given a delivery date for the following week--which was great! She also informed me that upon installation I may need to pay for a few, small, inexpensive parts, but the delivery men would have EVERYTHING I need in the truck and I could pay the day of delivery--perfect! When the delivery men showed up I was completely shocked as to how cold and unfriendly they came off. I answered the door and said "Hi! Let me show you where to go.." The guy didn't say a word, not even a simple "hello", he just followed me upstairs and looked at the space. He went back outside, and then he and the other man brought up the dryer. After putting it in the closet he just stood there and stared at it for a few minutes, again not saying a word. Finally I asked him if it was going to fit? He said "umm..probably not, I don't have a small enough vent"....silence....I then asked him what he would recommend? a different, smaller dryer perhaps? Again...no answer or acknowledgment. The guy seemed to lack all knowledge necessary for his job and lacked the most basic customer service skills. Finally the other man came in and said I would need to go to a "specialty store" such as Lowes, and buy a "telescopic vent" I thought Dick Van Dyke WAS a specialty store--SPECIALIZING in HOME APPLIANCES, which is exactly the reason I chose to buy from them and not LOWES, which sells lumbar, roofing, and lawn mowers among other things. I asked if DVD would be able to come install this "telescopic vent" after I went to Lowes? He said, "well...maybe, BUT they would charge a service/installation fee!? He said my particular situation was not typical and this is why Dick Van Dyke did not carry the part I needed. However, he did tell me that this "situation" had happened just a week before at another customer's home. Obviously, the situation does occur somewhat often. When buying my washer and dryer I paid for DELIVERY and INSTALLATION. Currently, My dryer is sitting in the closet, not hooked up and is lacking a necessary component (which I will have to pay somebody else to install). The man also said, after hooking up the telescopic vent I will have to run the dryer and air it out to get a "chemical smell" out of the machine? I am a 23 year old woman. I don't know the first thing about appliances or technology, much less installing them. This is what I paid Dick Van Dyke for. Yes, I'm upset about the money I wasted for "installation", but mostly, I am upset about the non-existent customer service--the technicians basically insinuated that this is not their problem and left. RESPONSE FROM Dick Van Dyke Appliance World: We apologize for any inconvenience we may have caused when we delivered your appliances. I have spoken with my installers and it seems like the entire process could have been handled in a more professional manner by my staff. The installers should have explained to you in depth why they were unable to hook up the dryer. The closet recess area didn't accomodate for a normal hookup of your dryer. Our installers are stocked with parts to hook up appliances under normal conditions. However, our installer should have contacted my service department and scheduled to have a technician come out and finish the installation. After seeing your review I called and scheduled to have a service technician come and take care of the installation at your convenience. The technician was able to locate the piping that was needed from a specialty shop and complete the installation all in one day. We hope that our ability to promptly resolve your installation issue will give us the chance to earn your business in the future.+
Sincerely,
John S
Sr. Vice President
Dick Van Dyke Inc. more

We are very pleased with the product and service received. Delivery was prompt. more

Had slide in range where repairs were going to cost quite a bit. Decided to check out the store showroom in Springfield. Doug showed us our options and was helpful with the final purchase. We set up the delivery and the installer Jim was very helpful with showing the initial use instructions. THANKS. more

The service, information and follow-up is the worst I've ever had. Even after working months to solve the appliance problem I've never received a follow-up contact from DVD or Frigidaire. Unexcuseable! RESPONSE FROM Dick Van Dyke Appliance World: I am terribly sorry that you feel the service you received from my customer service department was inadequate. In reviewing your file it appears we were battling a vibration in spin. Our technicians were calling Frigidaire for technical support because every time we would show up the machine would function normally. Frigidaire recommended replacing a control board to aid in the redistribution of your clothes to prevent the vibration, which ultimately didn't fix the machine. We were able to convince Frigidaire after numerous telephone calls that the machine was beyond repair and needed to be switched out. We were working with you throughout this entire process to ensure that you were taken care of by the manufacture. My records indicate that on February 9, 2012 we switched out your 7 month old washer with a brand new one. I apologize that the services over the last two months were inconvenient, but with Frigidaire's assistance we were able to resolve your issues with the appliance. We appreciate your patronage and hope that we can earn your trust back in the future.
John S
Sr. Vice President
Dick Van Dyke Appliance World more

From the sales staff to the instalation of our appliances everyone we have dealt with has been professional and friendly. Dont waste your time with any other appliance store in town. Stop looking and get what you need here. more

Needing a new stove and wanting a microwave for over the stove, I called and spoke to Doug Williams explaining what I needed. In 10 minutes, I knew I had the clearance for the microwave and the model of the stove I wanted to purchase. After viewing each at the store, I purchased them that day. Delivery was within the next week and both were installed in about one hour. Both Doug and the installer were excellent. The stove and microwave are perfect for our needs and work great. Recently our clothes dryer is in need repair, so who did I call - Dick Van Dyke of course. A review will be forthcoming once the repair is completed. more

The staff at the Springfield store were friendly and knowledgeable about the appliances. Our washer and dryer were delivered within a reasonable amount of time and on the day they promised. We've used Dick Van Dyke Appliance World many times in the past for repair work - even for appliances we purchased somewhere else. We'll be coming back to Appliance World! more

I want to say how pleased I was with the fast and great service I received from Dick van Dyke. I called on a Thursday morning and they arrived Friday to look at my dish washer, Nick the service man was quick and had it all ready to go in no time. He was very nice and knowledgeable about my dishwasher. He answered all my questions and had a few suggestions how to maintain it. thanks more

Went into the store to purchase a "new" refrigerator but, instead we were delivered the floor model. When we asked if the appliance was the floor model we were told it absolutely was not. Finally they did admit they had given us the floor model. A floor model might of been acceptable if this agreement had been reached before the transaction. While installing the refrigerator the stainless steel door was scratched. The delivery man went out to his truck to get a chemical to remove the scratch. He then set the bottle on our countertop. This bottle apparently had something on the bottom of it that resulted in a stain on our countertop. When we tried to address this problem with Michelle in the customer service department, we were called liars. We have made many attempts to get John, the vice president of the company, to address this problem, but he refuses to call us back. Gary the service technician has been to our house three times and he has been excellent to work with. However, it's clear that the rest of the Dick Van Dyke company wasn't such a pleasure to work with... RESPONSE FROM Dick Van Dyke Appliance World: We apologize for any inconvenience that we may have caused during the installation of your new refrigerator. Our floor model units are new appliances that have never been used. Our salesman should have notified you prior to delivery that you would be receiving a floor model. When we discovered that you were dissatisfied with the floor model refrigerator we quickly exchanged your product. The counter top damage that we allegedly did when we delivered the product was more difficult to resolve. We currently don't carry a single product that will adversely affect the finish of your counter top, but after I spoke with Mr. Garbe I agreed to take care of the stain. We hope that our efforts in resolving all of the issues the Garbe's experienced will allow us the ability to earn their patronage again in the future.
Sincerely,
John S
Sr. Vice President
Dick Van Dyke Appliance World more

Thank you to all of the staff at Dick Van Dyke appliances! This is my third purchase from your store and I cannot say enough about the products and the customer service! This time around, I purchased a new washer and dryer (a big purchase) and even as I went out shopping, I always knew in the back of my mind that I would end up purchasing from Dick Van Dyke. It was really humorous that I still gave the other stores a chance; I knew that they would not come up to your standards! I really appreciated the excellent delivery and installment job that (Mark?) provided! Once again, thank you! more

I would like to thank Betty and Michelle for getting my problem solved with my washing machine. I had no issues with the techs as they were doing what the mfg stated, but after 3 months, I was ready to have the issue solved. Betty was great to follow through after my discussion with her and Michelle saved the day with her suggestion of replacing my machine. thank you very much. more

I would give zero stars if the system would allow it. Check your bill after the installer or delivery person leave because they may be charging you for services you already paid for at POS. Don't assume that the installer knows his job. Take some time to review the manual yourself. Go to another store. RESPONSE FROM Dick Van Dyke Appliance World: I'm sorry to hear that you weren't satisfied with our service. I have researched our records to find out what happened on your install but have been unable to find any information under John IU. If you would contact my customer service department we will investigate what happened and do our best to resolve your dissatisfaction with your delivery.
We may be reached at (800) 847-4994 option 2. We hope to here from you soon.
John S
Sr. Vice President
Dick Van Dyke Inc. more

I never submit these kinds of reviews, but in this case, I must. Bob, at the store in Champaign, was wonderful to work with. When a logistical problem came up with the installation of our new washer/dryer, they worked with us without any hassle. That included the removal of the storage bins they had already attached to the w/d, and stacking the units. And, we are totally happy with our purchase! more

Billy Williams was my slaesman and new exactly what I was looking for. He was very helpful. The deliveryman ( i don't remeber his name) was also very professional and helpful. more

My husband I shopped around for a new gas range but came back to Dick Van Dyke for the free warrantee and service. Reasonalbly priced, delivered when promised, and delivery person was very helpful and friendly. more

We recently purchased a new dishwasher from Dick Van Dyke Appliance World in Bloomington, IL. We were very happy with the personal service at the store. We found exactly what we wanted and the dishwasher was installed just when we needed it to be, during our kitchen remodeling project. We've had Dick Van Dyke come out to repair things a couple of other times, and they are always prompt, knowledgeable, and reasonably priced. We would definitely recommend them to anyone. more

Everyone was great and I got excellent help from the salesmen in the store and the delivery man. The only concern- I was shocked that only one person was expected to move heavy appliances like my refrigerator. This needs to be addressed. It is not at all safe and physically will impact the young movers adversely down the road- way too much strain on joints etc. Not having a team to move things together is definitely a bad business practice. Please get a team person to help the main mover. RESPONSE FROM Dick Van Dyke Appliance World: We appreciate your comment about the use of one person to deliver appliances. However, our team of installers prefer to work alone. We have a few 2 man installation teams that will work together, but the majority of our staff prefer to work alone. Our employees are given the choice to work on a team or alone. Our single man installation teams are given support anytime they request it. We have over thirty vehicles on the road on any given day to assist with any unusual or labor intensive installation. Thank you for your concern. more

We purchased a refrigerator and just had it installed. So far it is exactly what we were looking for. We went to Dick Van Dyke because of their 'free' warranty that is advertised, but upon talking to our salesman we quickly realized that nothing is actually free. The price that was quoted when we inquired online was $150 cheaper than the sticker price in the store(cooincidentally the same price as the warranty), and when we asked about price matching we were told that they could price match, but then would not include the 'free' warranty...even if they gave us the internet quoted price we would not get the 'free' warranty, only the manufacturer warranty(which we were told was only 1 year). When we read the manual to our new refrigerator we realized that the model we purchased already came with the same exact warranty we had just purchased from Dick Van Dyke, something that was never mentioned to us by our salesman. For this type of service I could go to any other local store that offers price matching. Nothing much to brag about, and a little disappointing since the warranty was the big reason we went there. RESPONSE FROM Dick Van Dyke Appliance World: Hello K & C Streily,
I am sorry you feel you did not receive "The Best Deal" as we certainly advertise and guarantee to our customers. I reviewed the details surrounding your sales transaction and I spoke with the sales representative who assisted you. He informed me you were wanting to purchase a black Side-By-Side refrigerator from us, but asked us to match the price, you were able to get by buying the refrigerator directly from the Manufacture instead of through a retail location (online or in-store). This is an opportunity few in the general public have, unless you are a retailer. We never the less agreed to match the manufactures deal and we charged you for our extended 5 Year & 10 Year protection plan, which was less then you mention in your review, you agreed it was the "Best Deal" and made the purchase. You now feel the protection we provided was the same as what the manufacture offers, when in fact it is not. The manufacture offers you a (1) year Full Parts & Labor Warranty and (5) years Parts & Labor on the Sealed System Only. Our 5 Year & 10 Year Protection Plan which you received from us, as stated in our Protection Plan certificate you received, will cover you for a Full (5) years Parts and Labor and we will cover the Compressor for (10) years Parts Only, something the manufacture warranty will not do unless you purchase additional coverage from them. Our regular retail price currently listed on this refigerator with Our FREE 5 Year & 10 Year Protection Plan is not only $100 less than the Manufacture Low Suggested Retail Price, but lower than one of the Big Lumber Stores & Big Mall Stores regular price and the same as the other Big Lumber Yards store price, but they are only offering the manufacture warranty, not our FREE 5 Year & 10 Year Protection Plan. If you wanted extended protection coverage from them, you have to purchase it and it would stop after 5 years with no 10 year coverage of any kind. This clearly shows that in fact our 5 Year & 10 Year Protection Plan is FREE. We always Guarantee The Best Deal on any of our sales transactions and we look at the what the competitor is offering no only from the sales price, but also the protection plan, if they have their own service department, parts department, and delivery personnel to back it up. We feel that we have and still did offer you "The Best Deal". I am sorry if the sales representative did not fully explain the differences between our protection plan and that offered by the manufacture. If you still have questions or concerns, please feel free to contact the manager at the store where you made you purchase. more