Dick Van Dyke Appliance World

WOW?! Don't let the happy radio ads of service (WOW!) by Dick Van Dyke of Springfield mislead you!! I booked a service call a week in advance solely to be first on schedule. Instead, on the day of service I waited four hours for repair tech to arrive. I called only to learn that the repair tech would arrive between 4-6p.m. later in day because "it was convenient to his residence near Rochester and end of his work day!" WOW...that's customer service! I'll buy a new dishwasher and get a maintenance agreement from ANYWHERE but DICK VAN DYKE! WOW!! RESPONSE FROM Dick Van Dyke Appliance World: We do apologize for any inconvenience we may have caused during the scheduling of your service appointment. After reviewing your service call information it appears that you requested an all day service appointment. Our all day service appointments will guarantee service on the date you prefer but will not guarantee a specific time of day. If we are aware of any restrictions with your schedule when we set the appointment we will work around your schedule. The majority of our service calls are set with the stipulation that we will call a cellular telephone twenty minutes before we arrive at your home. This popular option gives our customers the most flexibility in scheduling their service appointments. We also schedule morning or afternoon appointments to work around busy schedules. Again, we apologize for any inconvenience we may have caused, but I hope this information will enable us to earn your business back in the future. more

I purchased from Appliance World after stopping in a few other stores and researching online. I felt comfortable with the staff and my salesperson led me directly to the appliance I had been looking at online...just by asking a few key questions. Installation was fast and efficient. more

Overall this was a good process. We had a decent time negotiating the purchase price. This is my wife's area to deal with. :) We wanted to buy while the rebate was still on and not have delivery for a few months when our kitchen was ready...no problem. Some confusion when delivery day finally came. We some how got the wrong dishwasher...no problem. They resolved this quickly. The delivery men were courteous and professional. more

The day before Thanksgiving, my washing machine motor died at 11 AM, with a full load of clothes in at the wash cycle. I phoned DVD Appliance World, spoke with a very well informed representative, purchased a new machine with her advice, and was able to finish my wash by 2:20 PM with my new machine. The installer was excellent and very nice considering he had to remove a machine full of water. I love my new machine and DVD Appliance World! more

I just recently purchased a new GE Profile double oven convection range and a GE Profile 240 volt Advantium Speedcook (above the range) oven. Doug Williams was my salesman and from the moment I walked in, he handled everything professionally, with tons of product knowledge! I had purchased the same products about a year ago and within 6 months, we sold our house! Those GE appliances helped seal the deal! Anyway, we found that after having such nice GE Profile appliances, we just couldn't live without them in our new home. Even the delivery and install staff, were clean, kind, knowledgeable and professional, making the overall experience a great one. So, we're back in business, cooking with and loving our new double oven range and Advantium Speedcook oven! more

Both my husband and I feel like we got totally taken by Dick Van Dyke Appliance World. Our LG, front-loading washing machine was flashing an error code. A technician came out to our house and told me that the cold water valve was stuck. It cost $150 to fix. I did one load of laundry and this time it almost flooded my basement. I called them up and they told me that it would cost for their technician to come back out. I told them no, because the issue was clearly connected to when he first came out. We went around and around until they agreed to send a technician out to see what was wrong and to work with my on the price. I requested to have another technician come out, but they told me they send out the same tech to see the problem through. Meanwhile, I had managed to shut off the water. The same technician came out and told me it was the other valve now and that it would cost me another $150! The company ended up splitting the cost with me and I did not have to pay for labor the second time. I will say that the second technician I spoke to over the phone was very good. It was obvious that he was following company protocol, however he was very accommodating and understanding of my situation and frustration. In the end, there is no way to know now if the technician unnecessarily replaced the valve the first time he was out. What really upset me, is that even though I requested a couple of times that another technician be sent out, they kept sending out the same tech. Maybe he'd be great with different brands, I don't know, but to me, he just didn't seem qualified to be working with LG appliances. And yet they continued to send him out to my house even though I did not trust the work he was doing. The company ended up doing right by us and were able to fix my washing machine. Unfortunately, I had to go two weeks without a washing machine and I have two children under three so I need a working washing machine! I probably would use them again, I would just be more demanding on who they send out to do the work. RESPONSE FROM Dick Van Dyke Appliance World: We have reviewed the situation surrounding your washing machine, and I apologize for the length of time it took to repair your appliance. It appears that we were dealing with an electrical issue as well as a mechanical one. The electrical issue was identified and repaired, but the mechanical issue eluded our technician until it failed completely. When I was contacted about your appliance repair issue we immediately offered a discount on the second repair. Our customers justifiably expect 100 customer satisfaction when they use our service department, and we hope that you give us the opportunity to serve you in the future.
John Shepherd
Sr. Vice President
Dick Van Dyke Inc. more

We have had very good experiences with Dick Van Dyke from service calls, in store purchasing and the salesman with whom we worked. more

Lee was great to work with; providing the information that we needed and helped us make a good decision within our budget. Nothing more, nothing less. We were in and out of the store in 20 minutes and scheduled for installation of our new dishwasher the next afternoon. The installers were done within 45 minutes of arriving. Thanks for the painless experience Dick Van Dyke! more

Had 2 new appliance delivered 12/3/11 & relocation of washer & dryer 12/7/11. Technician 464 was great in explaining everything and was very professional. Happy Holiday to all the workers at Dick Van Dyke! more

From the salesman at the store to delivery and setup,all went well. The product is to new to give a review to. Merry Christmas to all. more

I would just like to commend the installation tech that installed our new refridgerator and range. Brandon Howlett was extremely friendly, professional, and knowledgeable. In this day and age where it seems customer service isn't much of a concern for people anymore, Brandon went the extra mile to make it a priority. Thanks! more

The technician was top-notch; the salesman fine; and the appliance is beautiful. I have not used my dishwasher yet because the water line is not connected. However, I can't wait to get my plumber here so I can use it. Thanks for your help. I would recommend you to anyone I know! more

Bon Green at the store was very helpful and took his time in finding the right oven to fit my dimensions in a brick fireplace. Jim and Shaun were great at the installation end of it. Very positive experience overall more

This is no possible way to improve the sales and service people. Our experience was professional in all aspects. Thank You so much! more

I would like to thank Mark Peters for all the help trying to get my oven fixed. He went way out of his way. I did purchase a new oven from your store it was installed in within four days. Thank you for the great customer service more

Bought a new gas clothes dryer at the Decatur store, and had a really good overall experience. Bryan was personable, answered all our questions without reservation, and made us very comfortable. He quoted me a price on the dryer andI told him I wanted to get a price from another dealer, and he wrote down his figures and gave them to me along with the store's TP number. I called him back later and told him his price was best. DEAL accomplished. Delivery was arranged in a timely fashion that fit my schedule, and cost about half the delivery charge from a competitor. They were punctual, and very careful to not damage or dirty anything. Our overall satisfaction is A++++ and I recommend the Decatur store with no reserve. Phil Henning more

Have really enjoyed working with Russ Wolf. And Marcus is an ace -- extremely careful, competent, and friendly. more

Marcus arrived on time and did a perfect job. Very professional! Exellent attention to details. Explained the warranty and all paperwork. As he did his work I watched and he explained eveything he did. Don't know how he is paid but you should consider him to be one of your finest employees and compensate him accordingly!!!!! more

I had a new freezer delivered 11/22/11. Brandon did a great job of switching the door hinges from one side to the other. Buying local is great. more

I was told they could match any price, anywhere, so, through Sears I found a $1000 French Door refigerator, 24.7 cu ft with Ice&Water through the door and the best they could do was $1500 if I took their warranty. RESPONSE FROM Dick Van Dyke Appliance World: We match SAME models. Jim F. found a Sears Kenmore. We offered Jim F. a more featured, larger capacity model with a 10 year protection plan for $1500. This SAME model retails for $2099 and a one year warranty at Sears. Better quality, better service and lower price = better deal. Stop back in and see for yourself! more