We had checked price and received a quote for Russ. We were told to shop around and if we found a lower price DVD would match it. We did find a low price at another store(special sale only on Sunday). We did not purchase and waited until Monday when DVD was open. We went to DVD and they agreed to match the price but then were told they would not give us the stated warranty (never told this before). Because we could not go back to the other store we decided to purchase at DVD. We then scheduled the deliver for after 1200 on Friday. My husband took the day off to be home for the deliver. In addition we wanted before a graduation party on Sunday. The stove had still not been delievered at 1200 so he call the store and talked with Russ (saleperson) who stated that someone else came in and purchased 3 appliance and needed a delivery by 12 so that was were the delivery truck went. So whoever purchases more get the service even if your delivery was scheduled first. Russ basicly confirmed this. Because of other commitments we could not be home for a later delivery. So the delivery had to be rescheduled for Monday between 4-430. Which means we had to move the stove back in the house for the party. Then on Monday the delivery truch was still here at 430 and we called to see where the delivery truch was we were told they were out of town (about 60 minutes away as we knew the distand) and were told they would be here in 30 minutes. Needless to say it was 530 when they finially arrived. After the Friday mess up we were told that we would recieve some type of credit for the problem. Well when we called on Tuesday to talk with Russ(he was not there on Monday), he stated that we would have had to called and discuss this before the delivery. He did call his supervisor and did give us a small discount and free delivery on any other purchase (not sure how we get this). Russ did tell us that service is better than the delivery service. Hope we never need to find out as we are not to impressed.
RESPONSE FROM Dick Van Dyke Appliance World:
Karen,
Russ did not enter the proper time parameters for your delivery on Friday, May 11. Our installation department tried their absolute best to troubleshoot but came up short. We apologized at the time and please accept our apologies once more. Dick Van Dyke authorized a 4 discount on your purchase, plus promised another free delivery charge on your next appliance purchase. This is being processed and will be issued by mail.
In regards to matching price with a competitor, we match price as it pertains to the overall deal. We are simply looking at bottomline here, not just a sticker. Our exclusive 5/10 Protection Plan comes free at our list price. Dick Van Dyke will match any competitors deal if that deal matches our warranty. We understand the competitors warranty to be only 4 years in your scenario, which would not be a match to our 5 Years total coverage and 10 Years major component. We have the literature on this competitors warranty at our disposal and can prove it. This was explained and agreed upon at the point of purchase. Upon reviewing the initial terms of your order, Russ actually matched Free Delivery AND still gave you the 5 Year/10 Year Protection Plan which even our most price conscious of shoppers would agree to be the best deal.
Thanks again for your purchase. And while we hope you don't need our 5/10 Protection Plan, please know that it is backed by the Dick Van Dyke service team that has an A+ rating from the BBB.
Paul Rieken
Sales Manager, Dick Van Dyke Bloomington
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