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Review content:
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.
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