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
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