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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 a complete kitchen package form them on 11/12/15 with a delivery date of 12/28/15. We made this purchase due to the great sale they were having. We were to get $500 off plus an additional $500 from the manufacturer. They called us on 12/26/15 and informed us that our stove has not come in and they had no idea where it was or when it would be in. They did offer to deliver everything else though. We had them just hold it all so it would only be one delivery. We called back about this because at the time of purchase we were told we had to take delivery of the appliances by 12/31/15 to get the $500 off from the manufacturer. This is when we were informed that that $500 was a mail in rebate. This was the first time we heard this. They also told us that there was a form to submit which was never given to us. Luckily though you only had to submit the model numbers and could submit the SN's later. The salesman was nice enough to email the form and instructions on how I could do the rebate online. We called them back two weeks later to check on our stove and they still did not know where it was nor had any idea when it would be in but to check back on Friday since that was when the truck came in. When we called back on Friday, the stove had come in. They had also scheduled us for delivery on 1/18/16 without checking with us to see if that day was good and it was not. They rescheduled us for the 20th which was fine. On the day of delivery they called that morning to give us our time and thats when we found out that it would be two separate deliveries, one in the morning and one in the afternoon. All in all the appliances are great but their customer service needs some improvement. When they go on tv and slam the other stores in an area for not being able to provide next day delivery and then they themselves take almost 3 extra weeks to deliver after the date they promise delivery thats an issue in my book. Especially since they had six weeks to get all our appliances before delivery was scheduled.
RESPONSE FROM Dick Van Dyke Appliance World:
George W, we thank you for your purchase and patience during the back-order situation regarding your slide-in range. We do understand the inconvenience this creates. In order to help alleviate that stress we offered to send out the other three appliances that were in-stock with no delivery charge to you. If the appliance is in our inventory, we do not delay delivery/install as the circumstances are completely under our control. We inform our customers of back-order situations at the point of purchase, but giving an ETA is very difficult as we are totally reliant on the supplier and experience tells us their ETA dates change. Once the appliance is received, we act quickly to lock in a date and call to confirm that date with the customer. Because not everyone immediately responds we leave that date in our system until that customer returns our call to save that earliest spot. If we learn that date that we immediately lock in does not work we reset to one that is satisfactory.
Sincerely,
Paul Rieken
Sales Division Manager
Dick Van Dyke Appliance World
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