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Review content:
We explicitly asked for and paid more for a dryer that had a buzzer and communicated that we wanted a buzzer because our dryer is in our basement. However, the buzzer on the dryer that was supposed to meet our needs, was only a low volume digital beep and could not be heard much more than a few feet away. Otherwise there was nothing wrong with the dryer other than it did not meet our needs AND we spent more money for it. Instead of working with us for options we were told we would have to pay a 20% restocking fee. We asked for flexibility several times on this policy, but we were denied. Later we were told by the manager that it SHOULD have been a 50% restocking fee because it was special order, but they were only charging us 20% (trying to make us think that we were getting a deal). at time of purchase, we were not told this was a special order. So in the end, we paid a $1000 for a dryer plus $40 for delivery, then we had to pay another $40 dollars for them to pick up the dryer and $180 for re-stocking fee, leaving us out $260. In the meantime they are earning interest on our money while we wait for a refund. Some people would have probably gotten hateful (which we weren't) until they got their money, but a customer should not have to get hateful just to receive some service.
We truly do understand why stores have to have refund policies to protect themselves from customers who are trying to take advantage of them. As a former customer (we have purchased from them before), this clearly was not us. From personal retail experience, its always best to do what it takes to have a happy customer. I guess you don't really get to know a company until there is a problem.
How many places can we go to online that will take back whatever we order without questions with a full refund? That is what customers expect from local stores. That is where the bar is set. We bought local looking for good local service. So much for that thought.
On another note, the delivery guys were very friendly and careful to not damage the house. However when they left, the driver backed over our flagstone path, breaking one and dislodging several others, without stopping to apologize or offer to repair. It isn't a huge deal to re-set them, but simple courtesy would have gone a long way toward appeasing us. The men that picked up the dryer were much more cautious, not even attempting the driveway, which can be tricky.
RESPONSE FROM Dick Van Dyke Appliance World:
We accommodated the request for a dryer with a buzzer as that is not a standard feature. Buzzer volume is not rated on any dryer in the market place, and the selected dryer had not been returned prior for having a "low volume" buzzer. As noted on your paperwork at the point of sale there is a 50% restock fee for ordered appliances and a 20% minimum fee for any non-warranty return within 30 days. Our installer tested the appliance in your home and the dissatisfaction in the buzzer was not noted at the time of delivery. IF a customer does not like their selection BEFORE actual use we work with them on waiving this fee as this appliance is now only unboxed and not used. Once the appliance had been used we cannot sell this unit as new to the next customer. Also, please be aware that we research our competition for restock/return fee's and our's are among the lowest and most forgiving in the market place both locally and online. In many cases, electronic items are not returnable at all after use by the consumer. If any part of your property was damaged during either install, please contact Amanda Taylor in our service department at 217-544-8180 ext 8170.
Sincerely,
Paul Rieken
Sales Division Manager
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