ComplaintsforCrutchfield Corp.

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Initial Complaint
06/19/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
They sold me a pioneer radio with a known issue that only the manufacturer can fix and it has to be mailed in. This has cost me time and money, they refused to mediate the situation or compensate me for the radio. It is still being sold on their website.*****************************************************************************
Business response
06/26/2024
Good day,
Crutchfield reached out to ******** on Friday, June 21st in response to BBB Complaint to discuss concerns with Pioneer purchase. The customer had already sent the unit directly to Pioneer for resolution. ******** and Crutchfield agreed to reconnect once the resolution from Pioneer is provided (in approximately 10 business days from 06/25/24). We've also provided a direct contact for ******** for further discussion.
We look forward to working with ******** on an acceptable resolution. Thanks!
**************
Initial Complaint
06/04/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
5/21/2024 I bought a boss audio radio and jbl speakers with infinity speakers i started having issues with the radio a week ago it started glitching flickering and freezing and i ask Crutchfield nicely to exchange to the radio unit for a newer one they told me i had to pay a $74.55 difference at the time I didn't have the money they then gave me the option to return refund which is return the radio that's already install in my vehicle wait 1-2 weeks for a full refund of the radio which was $149.99 plus tax and ready install i was looking at $199 basically $200 so I waited a couples days thought about then today I had they money to pay the $74.55 difference now they wont even give me that option any more saying only option i have is to return and get a refund
Business response
06/05/2024
Hello, we regret ****** encountered issues with this purchase! We have worked with ****** on a past purchase and reached out again on this most recent purchase to discuss the account here at ********************.

We have issued a pre-paid return shipping label to help facilitate the return for refund. This purchase is backed by our 60 day return policy.

Regards,

***** Childress
Customer Support, Director
******************** Corporation
************
Customer response
06/05/2024
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.

[Provide details of why you are not satisfied with this resolution.]
The Business reached out and told me to return the boss radio unit and I will be refunded for the radio unit but they also told that I will never be able to make purchase through them again basically putting me on dont not purchase list meaning Im not longer allowed to make purchases with them
Regards,

***********************
Initial Complaint
05/12/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I Purchased a new car radio and steering wheel control adapter from Crutchfield.com ******************, 12/26/2023. Steering wheel control adapter does not work unless I disassemble dash and reset adapter. Clock does not keep time on radio. I asked Crutchfield customer service rep to return both items to Crutchfield and buy (from them) a radio with a volune k*** that does not require use of the steering controls. They refused to authorize a return for me, saying it is impossible to accept the items after 60 days because the radio has been discontinued. They told me to deal with the manufacturer to make a claim on the 1-year warranty. This is unacceptable. I did not buy the radio or adapter from the manufacturers, I bought them from Crutchfield. I have purchased many items from Crutchfield over the last 30 years, but this is my first problem. After my experience with their customer support, I would like to return the irems to where I bought them (Crutchfield) for a refund, and purchase a replacement radio elsewhere.
Business response
05/17/2024
Hi, all our products come with a money back 60-day money back guarantee. Im very sorry theres been an issue with the product not working properly!

We reached out to our customer and was able to gather some additional information.

Were researching further and will be in touch with the customer again to discuss our findings.

Regards,

***** Childress
Customer Support Director
******************** Corporation
************ (Direct #)
************ (Main)
Customer response
05/18/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and am awaiting further correspondence. I am replying that the issue is not resolved, and I request that the dispute does not get labled as settled. For your reference, details appear below.

***** from Crutchfield called me and asked some questions, and explained their return policy to me, and said they dont accept returns after 60 days, even though my products have a 1-year warranty.
Here is my reasoning: Crutchfield is a retail dealer for Kenwood, acting as a middle man, making money off of my purchase. The public can not buy directly from *******, but now I have to return my Kenwood product, purchased from Crutchfield, directly to Kenwood? Why can we cut out the middle man when its convenient for Crutchfield, but not when they are making money from my purchase? Crutchfield has my $482, not Kenwood.

Regards,

***************************
Initial Complaint
05/01/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
(had professional install) sent a bad speaker now they want me to send BOTH speakers back. So both my time and money has been wasted and I am not being compensated in any way. Bad Business practice.
Business response
05/03/2024
Hello, I spoke with the customer earlier. Were very sorry to hear of the issue our customer had with this purchase. We immediately shipped a complete new set of speakers for the installer to reinstall/swap out the one that isnt working as expected. Crutchfield purchases are backed by our 60 day return policy. Due to this situation, we will cover the return shipping. Though, we arent able to compensate for installation fees, lost time, etc.

We look forward to the customer getting the sound system up and running very soon.

Regards,
***** Childress
Customer Support Director
******************** Corporation
*********************************
************ (direct #)
Customer response
05/03/2024
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.

[Provide details of why you are not satisfied with this resolution.] No compensation of my wasted time/money so there will be no resolution.

Regards,

*************************
Initial Complaint
03/07/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I applied for a ************** Services credit card through ************** to use at Crutchfield Online store. Its literally the only store that the card can be used at. I made a purchase on Jan. 30 2024 for a total of $4841.15 and it was denied. When I called customer service and asked for the reason it was denied i was told that my address didnt match what was on file with synchrony. So I called Synchrony and told them what was going on. They requested for me to send in copys of my drivers license and proof of address in order to verify my address and my identity. So I did that. Two weeks ago I received a call from synchrony thanking me for sending in the documents they requested and said I was all good now and could proceed with using my card. Since then I have tried three more times to order and have been denied each time even though they have charged my card the amounts each time. Ive called several times asking what i could do to prove my identity or whatever they needed me to provide and all i get is the run around. This has been the worse experience with a business that i have ever had in my life. Why do they let synchrony issue cards for their company if they arent gonna allow the consumer to use them?
Business response
03/08/2024
***************, Im very sorry you had ordering issues using your ************** Services credit card ***************** Crutchfield employs various methods and tools to complete order verification, which is a separate verification process from the issuing bank (Synchrony, in this case). You indicate that you were able to eventually complete Synchrony banks additional verification requirements. Though,Crutchfield wasnt able to complete our verification requirements with you in order to complete the order.

Additionally,I do want to acknowledge your frustration with limited retailers currently accepting the ************** Services credit card ***************** At this time, it appears Crutchfield is the only retailer accepting the ************** Services credit card. We are looking into this, to ensure a better experience for our customers.

Regards,
***** Childress
Customer Support, Director
Customer response
03/08/2024
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 understand what your saying but yall have not offered no kind of way to verify a customer's identity you just cancel orders. You don't reach out to the customer and ask them for their ID or to verify their address or anything which makes no sense to me. Every other retailer that I use has some sort of verification process to verify a customer's identity if it's in question. Where's your company has none, I don't even understand how you can say that mine didn't pass when you can clearly see that my license has my address on it, the same address for my billing for the card and the same address I used to ship too. So there is no reason why my orders should have been canceled. So are you telling me I should just cancel my card because ill never be able to use it for what it's for at tour company?
Regards,

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

Business response
03/13/2024
Good afternoon.
As explained previously, there are several steps required following approval for the ************** Account which must satisfy our internal order security processes. Due to inconsistencies in the information we received during those additional steps, we are not able to complete the order.
Respectfully,
***********************

Customer response
03/13/2024
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.

What inconsistencies are there? Because as I've shown with the attached documents below everything is the same and matches up. The address for my account is what's on my license which is what I used for billing and shipping. Which is the same address on my synchrony account. So I'm asking you to please check again cause maybe just maybe yall got something wrong.

Regards,

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

Business response
03/14/2024
Good afternoon,

We are unable to process your order request. Crutchfield employs various methods and tools to complete order verification, which is a separate verification process from the issuing bank (Synchrony, in this case). As discussed, Crutchfield wasnt able to complete our verification requirements in order to complete the order(s).

Respectfully,

Marie
Initial Complaint
01/30/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Order# ******** In summation: >I purchased **** IER-Z1R (Order #********) Thurs, Dec 18th, 2023 >The product was misdelivered to another building by *** up the street & never redirected to my address ***************************************************** *** uploaded a delivery photo to another building up the street & the package was never delivered to my building rather a misdelivery occurred hence I am not liable for a lost package >I sent photos via email from ************************** show casing what it looks like when product looks like when properly delivered to my address on an email bet my *************************** rep **** on Jan 24th, ****. The 14 images show that a mis delivery occurred to the incorrect address & therefore I am not liable for the package >****, a rep I spoke to over phone, I asked to send a replacement >I sent in a police report confirming the mis delivery & the theft > I even sent in surveillance footage that I had to obtain confirming the theft >Then on 1/29/**** a rep called me saying there was nothing she could do for the tracking despite the fact that you hadnt even started a claim with the ***, the *** tracking doesnt even show that Crutchfield had started a claim. I was transferred to a supervisor who was even more clueless & very misunderstanding of how US laws and legalities work and deemed that her fraudulent misconduct & illegal conduct ************* policy >Crutchfield failed to inform me, of a proper time basis of the shipment, the package was delivered at 7:18 PM, stolen at 7:43pm & they sent me an email notif. at 8:15pm est of the ship., 57 mins since package arrival & 32 minutes after theft So now I have no item, no money & no replacement order, this is Consumer Fraud, Fraud, highly illegal business practices & a breach of Contract, in addition to violations of ******** BUSINESS LAWS!Youre opening yourself up to a lawsuit on the merits of just breach of contract alone let alone everything else Refund NOW!
Business response
02/04/2024
Hello, we have been in contact with the shipper for further details regarding delivery. A supervisor will be in touch with the customer.

Regards,

***** Childress
Customer Support Director
******************** Corporation
************
Customer response
02/07/2024
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.
It has been 3 days and the company has yet to reach out to me. When is this super visor to be reaching out? The company is a abject failure of proper customer service skills, it's a shame as I did expect better from them. I am expecting a super visor call with a refund.

Regards,

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

Business response
02/07/2024
Hello, I have spoken with the customer. We are completing a final review of all the details and investigation.

The customer has my direct contact information.

Regards,
***** Childress
Customer Support Director
******************** Corporation
************
Initial Complaint
01/21/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
So the order says delivered but am still waiting trying to figure out what going on with it and I cant wait anymore Order # ******** Its been more than 48 hours
Business response
01/22/2024
Hello *******, Im very sorry to see hear you havent received your order from **!
A supervisor will be reaching out to you by phone to follow up.
Regards,
********************
Customer Support Director
******************** Corporation
Initial Complaint
01/10/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased a 85 inch television from Crutchfield and the sales sold me a warranty that I was told was for accidental damage, especially since I asked about mounting on the wall. For some odd reason, my tv malfunctioned from the inside and when I went to claim the insurance on my tv I was told that it was only for electrical issues and to them even if there is no problem physically with the *** the insurance company claims they categorize it as a physicial damage and refuses to do anything about it. When I reached out to Crutchfield, they simply said there was nothing they can do and lied to me by saying there is no Accidental warranty on a tv. I even showed it to them on the insurance companies website and their response simply was there is nothing more they can do for me. THEY STOLE MY MONEY!!!!! and then provided me with the wrong insurance and now is claiming ignorance..!!!!
Business response
01/15/2024
Hello *******, we are sorry to hear youve had issues with your TV purchase with us.

One of our supervisors will be reaching out for further information.

Regards,

***** *********
Customer Support Director
******************** Corporation
************
Initial Complaint
10/17/2023
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I ordered a record player and wireless receiver from Crutchfield on 5/8/23, Order No. ********, amount of $*******. I opened up a ************** credit card to take advantage of the 6 months no interest. Crutchfield made an exact duplicate charge on my new ************** account, effectively double charging me for the merchandise. I received one record player and one wireless receiver, total purchase price of *******. I have been in contact with a supervisor named ***** at Crutchfield whose phone number is ************. She told me that it was a glitch somewhere in their purchasing system and that they were working to resolve it. After waiting more than three months for them to resolve it, she did give me a small gift card for the inconvenience, but to date, nearly five months later with the end of the promotional interest upcoming soon, the duplicate charge has not been removed from my account.
Business response
10/19/2023
Hello, we are very sorry for the billing error that was made on our customer's order! I tried calling and left a message for the customer. I'll also be sending an email with my direct contact information.

We will see that this matter is resolved for our customer.

Regards,
***** Childress
Customer Support Director
************
Customer response
10/23/2023
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 Crutchfield manager has reached out to me. I gave her the information requested. She has once again promised to resolve the matter. The duplicate charge has been disputed with Synchrony and is still under review. The duplicate charge has not been reversed. I will accept the response by the company when they actually take care of the problem instead of just saying they will.

Regards,

*****************************
Initial Complaint
08/30/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
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
************

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