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Review content:
I purchased GE profile front load washer with smart dispense and gas dryer with pedestal on 3/13/12 and agreed to be delivered on 3/23/12. I was told on the morning of delivery date that the smart dispense was not available but the rest can be installed and delivered. During instillation was told by installer that I will be responsible for additional cost of $50-$60 for delivery and instillation of undelivered smart dispense.
Called 3/26 was told not yet available, called again 3/29 and was told anytime. April 2, I was told that won't be ready until mid May 2012. Very disappointing for first time customer.
RESPONSE FROM Dick Van Dyke Appliance World:
Hello Mr. Domingo,
I am sorry to hear about the delayed delivery of your pedestal base. I reviewed the facts surrounding this sale and from I understand you came into our store to initially purchase a discontinued washer, dryer, & pedestal bases from the Champaign Sales floor, which you had previously been quoted to you by your sales person.
A few days later you arrived at the store and decided to order a different color of the same discontinued laundry set. We checked availabiltiy of the laundry set and bases, since the set was listed as discontinued and availablity is not guaranteed.
We placed the order for you and was informed by the manufacturer (General Electric) that the set would be shipping to us on 03-22-2012, the day before you were scheduled for delivery. The pedestal we had for your washer was in fact damaged and was not able to be used, which was discovered the morning of your delivery.
Your saleperson checked with G.E. and was told another pedestal base should available to ship to us in a few days. Your salesperson, then contacted you and advised you of what had taken place. At this point you were offered the opportunity to take delivery of the washer, dryer and one of the pedestal bases or to have the entire order reset for another day, since we were told the pedestal base should be in a few days. You decided to take delivery and have delivery of the washer pedestal when it came in. We of course do not charge our customers another delivery charge for the second trip if the second trip is as a result of a delay of product or damaged product from the manufacture. You were also informed of this by another member of our sales staff. You decided to proceed with the delivery on 03-23-2012.
At this point you spoke with our installation deparment, while they were installing your laundry set. The installers were unaware of the situation surrounding the pedestal base and you asked one of them, if there would be another delivery charge for us to come back out to install the pedestal base. He said "Yes", which is what we would do if all the appliances were in and you only wanted some of them delivered at one time, and the remaing appliances delivered at a later time. However, our delivery charge is on $35.00, the amount you were quoted is what we charge if you have us come out to your home to uninstall and appliance and take it to another business or residence and install it. I spoke with the installer about this an he said that he was unsure of the charge to come back out to your home and thought it was the same as the charge for uninstalling an relocating an appliance to another residence. The second installer, who is the lead and senior installer of the two, is aware of the $35.00 charge, but said he was unaware you had asked the question and he would have referred you to your sales person, since they were unaware of the entire situation surrounding the washer pedestal base.
You came into the store and was again told there would be No Additional Charge to come out and redelivery the pedestal base.
You called a couple of days later and was told by your sales person, who was told by G.E., it would be any day.
Your sales person kept an eye on this for you and discovered on April 22, 2012, the pedestal base was now dating for Mid-May 2012. The sales person immediately contacted you and informed you of the information. You were understandable upset as was the sales person, who was also told it would be in any day.
Your sales person then worked quickly to try an locate a pedestal base for you, working with his supervisor and our G.E. Representative. As a result we were able to locate on for you and delivered it and installed it for you on April 4, 2012, in which you were not charged for the second trip or installation.
I am sorry for the delay and the time it took to get the pedestal base to you. We always work hard for our customers and try to get them appliances in a timely manner. Unfortunately, due to circumstances beyond our control on this discontinued set, we ran in to a delay on the pedestal, but we were able to overcome the Mid-May Delivery we were given by G.E. and get it delviered to you on April 4,2012. I hope you are willing to reconsider your opinion of your sales and delivery experience and understand that despite our best efforts, some things are beyond our control.
Respectfully,
Darrell Haslett
Champaign Sales Manager
Dick Van Dyke Appliance World
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