Business Description:
Store in the Cities of Springfield, Decatur, Champaign, and Bloomington.
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Categories
appliance store
Dick Van Dyke Appliance World
3800 Wabash Ave, Springfield, IL 62711, USA
(217) 544-8180

Service

Will Recommend

Total Experience

Jenni L.

Athens, IL

Dick Van Dyke Appliance World

Need to Improve on Customer Service and Communication Skills

We had our delivery date set at least a month in advance. The day of delivery my husband and I took work off so we could wait at the new house (for we were building) for the appliances to be delivered. We got a phone call between 8 - 9 saying "your appliances will be delivered between 12:00 - 4:00". We were a little bummed that they couldn't be delivered sooner (just delivery not installation). I stopped by the store in the morning to ask the status if they could be bumped up and was told we were third on the list and shouldn't be too long. I made my way to the house to await.

We then got a call saying "there is a slight delay your appliances should be delivered between 1 -5" which we were still bummed we got set back but it is what it is.

4:54 PM rolls around and there is still NO phone call saying that our appliances are on their way. The store closes at 6:00 so thought it was odd. I called the sales office and a gentleman answered and informed me that "someone walked off the job site this morning after the first delivery and hence your appliances are delayed" OK but I was told that my appliances would be delivered between 1 - 5PM it's past 5PM and still no appliances. The man on the phone continues to give me excuses as to why the appliances are behind EVEN though their warehouse closes at 6:00 which means I most likely won't get my appliances today. I informed the man on the phone that my husband and I have been waiting ALL day for these to arrive and there is no reason why we should reschedule for we both took off work to receive the appliances. The man continued to give me excuses, my husband took over the phone call and informed him again what I told him, sad to say when my husband asked "who am I speaking to" the man from Dick Van Dyke HUNG UP ON US. HUNG UP - literally - they hung up the phone to a paid customer WAITING for their appliances to be delivered. My husband had to literally drive from Athens, IL to Springfield, IL before 6:00 to talk to a real person because no one would pick up the phone after we tried to call again to inquire if we were even going to get our appliances that night.

After my husband had face to face conversation to the sales reps within the store we finally were able to get our appliances at 6:45 PM. So a wasted day for us - for we waited all day only to get our appliances at night. The delivery guy who came in and delivered our appliances was AMAZING and that is all I can say about this store - for he made sure he got to the warehouse before it closed at 6:00 (which I'm not sure why you couldn't tell the warehouse to stay open until the delivery man got there??? it is your warehouse so not sure what happened there?). So delivery man made it happen and was very pleasant, and made it to our house. That's about the only nice thing I have to say about our experience.

My recommendation to this appliance store:
- do NOT hang up on your customers
- communicate to your customers earlier on the day when something happens; if you had an employee walk off the job site after his first run why didn't you call me right when that happened to reschedule then??? Instead you said we would be "delayed" and never even gave me another phone call before 5:00! I had to call you!?
- fire the gentleman who took my phone call on 8/20/2018 @ 4:54 PM and decided to HANG UP on us. Great customer service because that's exactly how I like to be treated.

Sad to say we will never return to your store
Word of mouth is pretty powerful.