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Businiess name:
Dick Van Dyke Appliance World
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Review by:
citysearch c.
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Review content:
We purchased two refrigerators and a dishwasher. We are long term customers, having purchased all of our appliances there for the past 29 years. Service in the store was very good, price competitive, but not better than anywhere else we compared. Our saleswomen Angie was very helpful and knowledgeable. Based on our loyalty, we went with DVD. Scheduled delivery on a Saturday, nearly 3 weeks after the purchase date and saleswomen told us we were the first customer scheduled and because we live in Springfield, delivery would be early in the am. Received our pre delivery call 3 days in advance telling us all the appliances were in and ready for Saturday am. We got up early to clean out and move the old refrigerators, stored all the food in coolers and waited. No calls. I called around 10.00 am and was told it would be 1 to 3 pm and they would call me around 12.30 or so with update. By that time, we could not do anything that day but wait. Called them back again at 2.30, and was told the delivery men were still out of town. Finally called us at at 4.30 and arrived at 5.45. They were friendly and efficient and left around 7.15pm. They were not able to get the water/ice to work, so we were rescheduled for service 6 days later. We were the last delivery!! That would have been fine had we been given advance notice of the change. On the follow up service call, I did not want the same experience, so I called at 8 am and was told they would not know his schedule until 10.00 am. I called back at 10.30 and was told it would be from 2-5pm. He arrived at 2.30 and was done in 10 minutes. The only problem here was I called early am to leave my cell phone # and he never had it to call me. In summary, there is a lack of communication between the schedulers and the service techs, and with the customers. WOW! Thats a true story that happened right here in Springfield, twice in one week.
RESPONSE FROM Dick Van Dyke Appliance World:
I would like to extend my apologies for our lack of communication during the delivery process. I have taken the liberty of refunding you your delivery fees in an effort to show our commitment to customer satisfaction. I am assuming that with your extensive history with our company that you realize that this was an isolated incident. I have attempted to contact you to extend my apologies, and I hope to connect with you within the next few days.
I appreciate you taking the time to notify us of your concerns, and we will work diligently to earn back your future patronage.
Respectfully,
John Shepherd
Sr. Vice President
Dick Van Dyke Inc.
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