ComplaintsforCrutchfield Corp.

• Initial Complaint

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 1st 2023 I ordered a full install, receiver, axxess module, antenna adapter, everything available in the kit I ordered. This system is NOT compatible with my car and not a complete kit either. My car has Automatic Heat/Air controls. The only way to know what temperature or which mode the blower motor is set to (floor board, defrost, face, etc) is through the radio. There kit and radio is not compatible even though I selected my car and it said it was compatible. Furthermore the wiring I received is not compatible for the speaker wires. When I called I was told I needed to run speaker wires to the amplifier and bypass the amp, but they failed to include instructions on that besides a wiring diagram of the door speakers.I am totally disappointed in their customer service, and their "compatibility" checker. Furthermore I can't login to my account and I can't reset my password and I can't even live chat online. As if they blocked my account.I am wanting to return my order with no shipping cost to me for my hassle of not getting a compatible system despite what their compatability checker stated. And I want a full refund with no restocking fees. And no penalties for opened items.I won't say I'll never do business with them again, but I will say I have always had good experiences and I think this car is new and they are unaware of what it consists of. Going forward if I order from them again I will be calling and confirming information before ordering.I have been battling so many things with work and home I don't have time to deal with stuff not being compatible that was indicated to be compatible

  

  Business response

  09/01/2023

  Hello, we are very sorry our customer has been inconvenienced and would like to offer a full refund of the purchase. A prepaid return label has been emailed to the email address provided to the Better Business Bureau.

  A voice mail and email have been sent in hopes we can connect with the customer about their online shopping experience and vehicle compatibility. We not only want to address this customer's concern but also ensure accuracy of our database for all our customers.

  Regards,

  ***** Childress
  Director, Customer Support
  ************

• Initial Complaint

  08/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I bought a radio from my truck from Crutchfield .. sent it back because it was having issues.. they sent me another radio .. it has a scratch on the screen.. so they said to send that radio back .. but at that time I paid a different amount and got a different brand of radio .. and used a different card to pay and told them the card they had on file was no longer active.. so when I sent the radio back they said they did credit to my non working card for the radio I sent back because it was past a dead line so the took money out of my account .. they took money out on the correct card but claim they did credit on wrong card .. my bank never seen any credit from them .. a 3-5 day credit has taken over a month and still no credit from them .. they keep coming up with excuses every time I call them .

  

  Business response

  08/29/2023

  Hello, we were very sorry to hear the ************** had an issue with his radio. Then, the issue was further complicated with this unfortunate billing issue that we are working with his bank to resolve.
  
  I have been in contact with ************** and will see that he is taken care of.
  
  Regards,
  ***** Childress
  Customer Support Director
  ************ 

  Customer response

  08/29/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *************************
  
  
  
  

  Customer response

  08/30/2023

  I only wish to stop the process when the issue is resolved and my money is in my bank account. That's when I will be satisfied with closing this 

• Initial Complaint

  08/17/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On August 2, 2023, I placed an order on crutchfield.com for 2 Sonos Amps. Each Sonos Amp was $699.00 and the total for both including taxes and fees was $1,513.34. The order number provided by the Merchant was #********. On August 3, 2023, I received a shipping notification from the Merchant showing that both Sonos Amps were shipped by the Merchant via *** with tracking number 1Z2807700270109368. I never received the package and contacted the Merchant. The Merchant told me that the package had never been delivered and was being returned to them by ***. The Merchant stated that given this package was never delivered, a full refund would be issued once the package was returned to the Merchant. *** assigned an alternate tracking number for this packages return. That tracking number is 1Z2807701270109367. The packages return shipping tracking number, shows that the return package was delivered to the Merchant on August 15, 2023 at 9:39 AM and received by ********. It also clearly shows that the package which was returned to the Merchant by *** weighed exactly the same amount as the package on the original tracking *****lbs. I called the Merchant on August 16, 2023 to inquire about the status of the refund. I was told by the Merchant that they never received the items and that no refund would be given. I was transferred from their basic support to a Customer Support Supervisor and spoke to ****************************** who agreed that an error was made on their end and sent an email to her superiors to get the refund processed. Later I spoke with *************************** call on the morning of August 17, 2023, and was told by her that they had never received the package and therefore no refund could be given. I clearly laid out all of the above including all tracking numbers which prove that the package was never delivered to me and was returned to the Merchant by their chosen shipping agent, ***. She then rudely stated that none of those facts mattered and that this was my problem.

  

  Business response

  08/18/2023

  Hello *****, thankfully, we were able to resolve the matter on 8/18 that resulted in both parties being satisfied.
  
  We are very sorry for the shipping issues you experienced with your order.
  
  Regards,
  ***** Childress
  ************

  Customer response

  08/18/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *************************
  
  
  
  

• Initial Complaint

  08/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a car radio from this company and they offered me a **** card to use for the payment if I wanted to apply. I did apply and they said I qualified, and they would send me the radio, and the new credit card. But I didn't ever get a credit card, or anything from **** either. What I did get was an email from some company called Synchrony telling me to sign up at their website to pay what I owe, but I am not able to sign up on their site because they say I need a card that they sent me. But I never received anything from them, and I never applied with Synchrony, I applied for a **** card. If I didn't get approved for the **** card they should have just sent me a bill I can actually pay instead of diverting me to some shady subprime card. I would like this Synchrony account to be cancelled and removed from my name, and for Crutchfield to send me a bill by mail which I will pay by mail with a personal check or money order, whichever they prefer. Right now I am getting late payment notices for a bill that I have no way to pay, they won't give me the info to sign up to pay. Let me know if I need to file a complaint against Synchrony too. thanks, *************************

  

  Business response

  08/04/2023

  Hi, we are very sorry for any confusion as to how the financing through ************** *************** Services) works. One of our Supervisors will be contacting you.
  
  Regards,
  ***** Childress
  Customer Support, Director

  Customer response

  08/08/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Crutchfield did respond but did not seem to understand my problem. They simply addressed me getting a credit account that was administered by Synchrony and that I have to pay them and not crutchfied, but they did not address the issue that I HAVE NO WAY TO PAY SYNCHRONY! They have sent me no information that I need to sign up for an account and pay. I just want to pay this off and they won't give me the information I need to do that, or simply an invoice that I can pay to satisfy this debt. I guess I also need to file a complaint against Synchrony?
  
  Regards,
  
  *************************
  
  
  
  
  

  

  Business response

  08/08/2023

  
  Hi *****, we are very sorry for the confusion here. A supervisor will be reaching out again to you by phone and email.
  
  To provide a summary, we do not offer a ********* card. We only have a ************** Services card (by **************** Your order was paid with a ************** Services card (Synchrony) and payments would be submitted to the bank ***************** not Crutchfield. Since you havent received your physical ************** Services card (with your account number), kindly reach out to the issuing bank Synchrony so they can assist further in getting you the needed information to manage your ************** Services account. They would be able to help you with receiving a physical card (possibly the card was misplaced in the mail) and making payments.
  
  ****************************
  ************
  
  Please know we are here to help.
  
  Regards,
  ***** Childress
  ************

• Initial Complaint

  07/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My order was supposed to be delivered on July 18th 2023, but *** returned the package to the sender due to some issue (mostly due to the package being damaged, or items missing). I tried contacting the vendor regarding this but they are not helpful at all. I have checked my entire building and have asked all the neighbours if they received the package but no one took the delivery. I was home all day on 18th July, and no one came for the delivery nor did anyone leave any package outside. The *** tracking directly confirms that the package was returned to the sender.

  

  Business response

  07/28/2023

  Good morning.

  Mr. ***** has altered his story several times. The products he purchased have not been returned to us and we cannot process a credit to his account until we have received the products. We have been in contact with *** and they agree that the story Mr. ***** is providing is in conflict with the details that they have.

  Please let me know if you need any additional information.

  Respectfully,

  ***********************

   

  Customer response

  07/28/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I havent altered my story at all. I have told the same thing to the customer care representative on chat and on call as well. I have told the same story to everyone without altering anything. The tracking ID clearly states that the package was returned to sender. I dont have the package and I have checked everywhere, the package is nowhere to be found. 
  
  Regards,
  
  *************************
  
  
  
  
  

  Customer response

  08/25/2023

  I had placed an order on July 14th, 2023 on Crutchfield.com for 1 quantity of NETGEAR Orbi AX6000 Tri-band Wi-Fi System (RBK853) and 4 quantity of Ring Video Doorbell 4, which was supposed to be delivered on July 18th, 2023. But due to some issue in server or management by **** the tracking got updated with Returned to Sender. Then out of nowhere, the package got delivered to me on August 3rd 2023, but since it delivered so late and I had already bought the items from someplace else I decided to return my order after getting a return label from the seller's website with the return tracking number 1Z38130E0682398312. The return got delivered back to the seller on August 14th, 2023. But till date, the seller has taken no action and no refund has been issued. They have been delaying unnecessarily.

  

  Business response

  08/30/2023

  Hello,our goal is to ensure our orders are properly delivered, and refunds are issued promptly to our customers, as advertised. This is important to us as a business. When we heard of this situation back in July, naturally we were very concerned and wanted to review further.
  
  We contacted the shipper, **** and reviewed our shipping and receiving records at our warehouse. *** provided us with a picture of our package delivered to the customers address on 7/18/23 without damage. We have checked our returns warehouse, and we have not received the product back.
  
  We would need to receive the items back in order to issue a refund.
  
  Regards,
  ***** Childress
  Customer Support Director
  ************

  Customer response

  08/30/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The return has already been delivered by *** itself using the RETURN LABEL PROVIDED BY SELLER (CRUTCHFIELD).
  
  Regards,
  
  *************************
  
  
  
  
  

  Customer response

  09/05/2023

  Hey,

  I have attached all the latest evidence proving that the return was infact delivered back to the seller by **** I have attached the Return Label which was given by Crutchfield themselves, the return receipt, and screenshots of *** website showing the return package as delivered.
  

  

  Business response

  09/06/2023

  Hello, in late July, we became concerned when we heard of Mr. ****** situation. *** provided a picture of our shipment, reflecting delivery was made to the customers address undamaged.
  
  Late Aug, another complaint was submitted with new details that delivery happened out of nowhere on 8/3/23 ***. This prompted us to contact the shipper again and review our shipping records a second time. The products have not been returned to us.
  
  We would need to receive the items back in order to issue a refund.
  
  Regards,
  ***** Childress
  Customer Support Director
  ************

  Customer response

  09/06/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  The order was infact delivered 2 weeks later than the order date on August 3rd, 2023. But due to the late delivery, I had already bought similar items from a local store and decided to return the Crutchfield order to Crutchfield itself. After initiating a return, I received a return label which has also been attached along with this complaint and all the items were returned using that return label. The return package was then delivered to seller's warehouse/office on August 14th,2023 which *** has also confirmed via their Tracking Update.
  
  Regards,
  
  *************************
  
  
  
  
  

• Initial Complaint

  07/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I placed an order with Crutchfield for a head unit and reverse cam. My order number is ********. I was expecting to receive these parts yesterday on 7/25, per what I paid for expedited shipping.The tracking did say they were delivered but I've been waiting even through today 7/26, and have yet to receive either of these items.I am requesting the BBB to help me get a refund as these items have not been delivered.

  

  Business response

  07/27/2023

  Good morning,

  According to delivery records from **** ************************ package was delivered at 12:33 PM on Monday, July 24. A photo of the package on his front porch is attached.
  

  Please let us know if you need any additional information.

  Respectfully,

  ***********************

• Initial Complaint

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Crown XLS ****. It was defective and crutchfield replaced it for the same model. I had intended to purchase something else, but the advisor recommended exchanging for the same model, which I did. Now after 100 days, the replacement Crown amplifier lost a channel altogether. Crutchfield will not stand behind the product that they recommended, and sent me to Crown (which I dont want another one). So Im out $600 and disappointed in the service provided.

  

  Business response

  07/28/2023

  We've reached out to customer to discuss. ******************** will be providing full refund for complete return of item 859XLS1502 Crown XLS ******************** Core. Thanks! Marie 

• Initial Complaint

  07/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have purchased at least three ****** amplifiers, once lasted just outside the warranty, one didnt even work outside the box, the last one just died, two things are true, nothing I have purchased through Crutchfield has worked longer than a year, headphones, amplifiers, etc. , or broke immediately with use, connection cord. I am never again going to buy a ****** product, and I am never going to purchase through Crutchfield again

  

  Business response

  07/14/2023

  Hi, were very sorry to hear our customer has experienced issues with items purchased from us. We offer lifetime tech support and a generous return policy.

  We would like the opportunity to understand more about whats happened and see how we can best help. Though, in the communication provided to the BBB, the customer has stated for no contact by the retailer. We would still invite our customer to contact us so we can see how we can help.
  
  Regards,

  ***** Childress
  Customer Support, Director
  ************

• Initial Complaint

  06/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On May 22, 2023 at 5:34pm I called Crutchfield & talked to Cash a customerservice representative. At this time I just wanted to verify I was getting the right wind deflectors for my 2018 Acura TLX-Aspec-AWD SHO Technology package. **** was very brief with me & assured me the ***** deflectors were the right ones. Less than a week later I received the wind deflectors. I then put the driver side one on & quickly knew they were wrong. The rear ones fit fine,it was just the front ones were the wrong ones. I then emailed Crutchfield around May 31, 2023 & they got back to me shortly after & asked what I wanted. I said I want the right ones sent to me. Then June 1, 2023 at 7:46am I got a email from ** saying that I needed to call customer service & get the right ones ordered. I called right away June 1st & talked to ******* who ordred the "right ones". She told me to send only the front ones back since they were the wrong ones. At which time I asked for a return label. Let it be noted I get another email 06/01/23 again saying I needed to call customerservice to get the right ones ordered. At this time I emailed & asked for my money back. I got emails from several different people saying the same thing. It got to the point I was frustrated & demanded a refund. It was a total of ***** emails back & ********* still don't have the replacement wind deflectors or a refund. I feel like they were dragging it on so it'd go past the 30 days for refunds. Just the way they kept saying the same things in the emails. I have all the emails I sent asking for a replacement at first then after I realized the games they were played I demanded a refund. They received the wind deflectors and never sent me the correct ones for my car. And to ask me a couple times to call customer service when I already did was questionable to me. I have any other information you'd like to see. As of this submission I haven't gotten my money or wind deflectors or heard from them since 06/07/23. ****************

  

  Business response

  07/05/2023

  Hello, we were very sorry to hear of this customers ordering experience with us.

  Weve been in contact with ***** and have issued a full refund.Were also reviewing the overall customer experience with the duplication of emails.Our goal is to get our customers the right gear the first time and to provide a seamless shopping experience. We greatly regret that didnt happen here and apologize for the frustration.

  
  Regards,
  ***** Childress
  Customer Support, Director

• Initial Complaint

  05/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  3-6-23 Crutchfield order number is ******** for Car Receiver & 6 speakers. 12 hours of handyman's labor to install. Mic failed & more labor to remove, test and reinstall. Alpine receiver failed & more labor to remove, test & reinstall. New **** receiver's dash kit didn't fit & more labor to try to install & to discuss with their tech support on everything. Need Best Buy to install so $88 more labor to install.Refund for labor for initial installation, mic failure, Alpine receiver failure, dash kit failure, and to install with Best Buy $88 minus previous refund. Total refund $100, $40, $40, $50, & $88 - $60 for previous refund = $258.

  

  Business response

  05/08/2023

  Hello *******, Im very sorry to hear about the issues you encountered with your installation.
  
  Ill be contacting you by phone to discuss further.
  
  Regards,
  ***** Childress
  ____________________________________________________________________
  ***** Childress |Customer Support Director| ******************** Corporation | ************ |************ 

  Customer response

  05/09/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  ***** Childress, customer representative for ********************, said only 1 of 3 mics were defective, and both of the Alpine receivers were good from their tests. My installer couldn't get any of the 3 mics or 2 Alpine receivers to be able to speak through the bluetooth phone.

  They have a policy of never paying for any labor, so I'm out $100 for the initial installation, which took 12 hours, not the couple of hours their tech support said. I'm also out of the $40 labor to change out the bad mic, the $40 labor to change out the Alpine receiver, and I'm out the $50 labor, because the dash kit for new **** receiver wouldn't fit, and their tech support couldn't help us. They did take off $60.50 for the new parts, if I ordered the parts from them. So I have to take the **** receiver & wiring harness to Best Buy, who said they can make anything work for $85.48 labor with tax, which I'm also out of. They did discount my new parts for $60.50. But they won't won't pay for any of my installer's extra labor, because the parts that they sent me didn't function for us, but they say they do. I'm paying much more than $700, if I took it to Best Buy originally, instead of trying to save $250 with Crutchfield.

  Regards,
  
  *************************
  
  
  
  

  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩