ComplaintsforCrutchfield Corp.

• Initial Complaint

  02/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was a life long Crutchfield Customer until 2022. I placed an order for speaker stands after an advisor recommended them on January 6th after about 6 Weeks i contact Crutchfield and was told by ***** that my order was cancelled on the backend with no explanation why. For my inconvenience they would give me a 50 dollar gift card. Come Sunday Feb 20th i received an email stating my gift card was canceled and that “*****” spoke to me which no one did it was a weekend. Spoke to **** on Monday he states that it was cancelled and that they would only process on more order from me because of too many chargebacks mine you i’ve never disputed speakers etc. Overall disgusted with the accusations and lack of customer support in addition to making it seem as if i did something wrong for their lack of care. They cancelled my order without warning or communicate. I’ll never do business with them again

  

  Business response

  02/27/2022

  ****, while rare, we do as a business have to review a customer’s account from time to time. We attempted to contact you regarding this matter and left a voice mail message. Very sorry you didn’t get that message to then reach back out via chat for further details. 
  
  Regards,
  ***** *********
  ____________________________________________________________________
  ***** ********* | Customer Support Director| Crutchfield Corporation | ************

• Initial Complaint

  12/28/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a car stereo from Crutchfield and the product broke after 6 months. I sent back the broken product with a warranty. The company said they didn’t have any stereos for my car at the time and was going to issue a refund for $******. The company sent an email in July 2021 about a refund. I have called every week since July with no success at getting a refund or anything. Every time I call the customer service agents give same excuse about accounting has to look into it.

  

  Business response

  12/31/2021

  Hello, we were able to connect with the cardholder on the order, as it wasn’t ******. It was confirmed that she hadn’t received the refund check. A stop payment was then placed on that check and a new one will be sent out to the cardholder. Both the cardholder and ****** were provided with an update yesterday. Come to find out the check was sent out to an old billing address, one that the cardholder no longer has access to mail there.
  
  We’re very sorry for the inconvenience this created for our customer.
  
  Regards,
  Aleta C********
  

• Initial Complaint

  11/01/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My orders are being canceled automatically. Use to order from all the time when I was under 18. Placed an last order I placed and received my merchandise was approximately back in 2012. Item was keep. Tried placing an order approximately 3 years ago cancelled. Had spoke to someone, said I had been denied business due to my return when I was younger. Was never told there was an unwritten rule about X number of returns before being black balled. Never did one their magazine state you couldn't return an item(s) so many times. Even now there is no written rules or statement. And especially telling me I can't order due to something I did before I was 18.

  

  Business response

  11/05/2021

  Hello, due to high number of returns (both in dollar and number), we still aren’t able to accept new orders for Mr. ******** 
  
  Regards,
  Aleta *********
  _________________________________________________________________________________
  Aleta ********* * Customer Support Director| Crutchfield Corporation | 276.325.6102 | 800.955.9091

  

  Business response

  02/22/2022

  Hello, we have reviewed the request again. The 2012 order referenced was also returned.
  

  Due to high number of returns (both in dollar and number) that spanned many years, we still aren’t able to accept new orders for Mr. ******** 
  
  Regards,
  Aleta *********
  _________________________________________________________________________________
  Aleta ********* | Customer Support Director| Crutchfield Corporation | 276.325.6102 | 800.955.9091

  Customer response

  02/23/2022

  Better Business Bureau:
  
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID 16082915, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  Nothing is stayed in writing on catalogs or we site. Stating that Crutchfield will refuses orders due to exchanges or returns dated back over 10years ago prior to someone being under the age of 18. I do believe I had placed an order back in 2011 or 2012 and for a stereo and was allow this purchase. This purchase was never returned.
  So if I'm being held accountable for prior orders and returns to the 2011/2012 order why would that order have been processed? Or why wouldn't I have been noticed of what could or what was going to happen?
  
  
  Regards,
  
  
  Jesse ******* 
  
  
  
  
  

• Initial Complaint

  09/28/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order date: 8-29-2021 Order #******** Order total: $***** After I placed the order (********) I received a phone call saying I would have to pay for a previous order that I had already received. The previous order was purchased through ****. Order ******** was purchased through a crutchfield gift card that is not valid anywhere else and crutchfield refuses to ship order #******** until I pay for previous order again.

  

  Business response

  09/30/2021

  Hello, we are very sorry to hear of the issue with ordering from us. One of our managers will be contacting *** ****** to discuss.

  Regards,

  Aleta C********

  ________________________________________________________________________________
  Aleta C******** | Customer Support Director| Crutchfield Corporation | ************ | ************

  

  Business response

  10/22/2021

  Hello, I wish I had better news for *** ****** here. *** ****** has 2 Crutchfield gift cards. There are many ways someone can obtain a Crutchfield gift card. An individual can buy a gift card from us directly. Gift cards can be purchased from a gift card fulfillment company. They can be gifted to friend, redeemed thru a credit card’s rewards program, etc. In this case, *** ******’s gift cards were purchased from Crutchfield by a 3rd part company (not by *** ******). *** ****** didn’t purchase them from us. His intention was to use them on a new order. Due to an unresolved matter with a previous order, we aren’t able to ship additional merchandise until that's resolved.
  
  We suggest he contact the place that he got the Crutchfield gift cards from to see what options they might be able to provide (refund or swapping them out for a different company’s gift card). Since we haven’t received any money from *** ****** there’s nothing to refund him directly. We would need to resolve the issue with the past order in order to ship additional merchandise to *** ******.
  

  Regards,

  Aleta C********
  ___________________________________________________________________________________
  Aleta C******** | Customer Support Director| Crutchfield Corporation | ************ | ***********1

  Customer response

  10/26/2021

  The reason there was an issue with the previous order was a mistake crutchfield made by not catching fraud and they are trying to pin it on me I’m making me pay for an item that I already paid for. Firstly, the fraud did not come from me. Secondly, it is irrelevant where the fraud came from it was crutchfield‘s fault for not catching it. Trying to blame the customer for their mistake is bad business practices. I’m not satisfied with Crutchfield.

  
  
  
  

  
  

• Initial Complaint

  09/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a camera for a total of of $****** from Crutchfield on June 27th 2021. About a week later i decided to return this camera for a full refund because i had a change of heart. I purchased this through my old bank at PNC, right before I changed my mind and decided to get a refund for this. I had literally just gotten a new bank account at CHASE Bank. So the problem here is, after Crutchfield receives this camera back, they would need to know what the situation with my old and new bank so i could get the returned funds properly. Well now I'm in the middle of Crutchfield telling me that PNC did a chargeback for this purchase. After they told me this, I immediately called PNC and was told by PNC that the (chargeback) was rejected more than once on there end, due to the account being closed. I even received physical copy of paperwork from PNC stating this. I sent this to Crutch, and now they are taking a long time to confirm with the bank. This has been going on for 2 months now.

  

  Business response

  09/24/2021

  Hi, we are frustrated to see how long it is taking for *** ******** to receive his refund. Between the time of purchase and when we notified the bank of his refund, we received a chargeback notice from his bank. This complicated matters. We are working through the details with his bank, as the refund has been taken out of our account. Rest assured, we will get to the bottom of this to get *** ******** his refund. 

  Regards,

  Aleta C********

  ___________________________________________________________________________________

  Aleta Childress | Customer Support Director| Crutchfield Corporation | 276.325.6102 | 800.955.9091

*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. ↩