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Business Profile

Online Retailer

Victrola

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 8 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/11/2025

    Type:Product Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Victrola will not **** out for record player to fixnor refund they do not stand behind their products.

    Business Response

    Date: 03/12/2025

    Hello,

    Customer did not confirm order number or receipt. All orders we have under their email is not for the unit itself, only vinyl. Customer states item was purchased June 2023, and our warranty is for up to 1 year *************************************************. Customer is requesting a refund with no receipt or confirmation. 

  • Initial Complaint

    Date:01/11/2025

    Type:Product Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Accidentally ordered product. Within one hour I asked them to cancel. They said no, issued a partial refund of $140.00. I paid $337.82. I refused delivery of the package, it was returned to them and they are in procession of it and will not provide the balance of the refund. Very poor customer service. Getting them to reply is a challenge.

    Business Response

    Date: 01/13/2025

    Hello,

    Please note, before we could fully refund you, you opened a chargeback against us. We now have to go through the Chargeback process and cannot issue refunds once a chargeback has been created. 

     

    Originally, you received a partial refund due to a price match adjustment for which you wanted to price match it and us to ship it. We cannot cancel an order once in our system especially during the Holiday season which is why we offered a return for you. However, the chargeback was opened on 1/1/25 and because that is now open it has to go through the chargeback process. Our ordering system cannot refund a chargebacked order. 

  • Initial Complaint

    Date:12/30/2024

    Type:Service or Repair Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Date of Transaction: September 21, 2024 Amount of Money Paid: $114.48 What the business committed to provide me / Nature of the dispute: I purchased item through BestBuy for someone for Christmas. We went to test, the device is completely faulty and unfortunately, I am outside of return window for BestBuy. They requested that I reach out to Victrola for support on 12 month warranty.I have already tried all of the troubleshooting requested. I have reached out to support via phone and email. Phone keeps having me leave voicemails that no one will return. Email is clearly not reading my messages, ignoring all of the troubleshooting that I very clearly documented was done, keeps telling me the same thing, refusing to replace the parts they claim may be faulty -- sending me on a goose chase to find them myself, and refusing to provide me any details on the warranty or options available for them to correct their faulty product provided.They cannot be contacted via phone and their email support is not providing any solutions, other than telling me repeatedly that I am not "troubleshooting" correctly.I have worked in technical support for years. I am pretty certain I know how to do and can figure out basic troubleshooting for devices.Although this was purchased from BestBuy, Victrola still has warranty expectations that they are refusing to provide details or support regarding.Whether or not the business has tried to resolve the problem: No. They keep telling me to do the same troubleshooting over and over -- PROVING further that the product they made and provided is faulty.

    Business Response

    Date: 01/10/2025

    Hello,

    On January 3rd your replacement order (******) went out via *** tracking # 1ZF2C2900319365212. It was delivered on Wednesday, January 08 at 1:07 P.M. at ******. Each of your emails were responded too within 1 business day and your replacement was sent and delivered. 

  • Initial Complaint

    Date:04/02/2024

    Type:Service or Repair Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
     
    Complaint: 21519627

    I am rejecting this response because: I have reach out to them they were rude and nasty and wont help me.

    Sincerely,

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

    Business Response

    Date: 04/03/2024

    Hello *******,

    We only see a ticket from your email in the year of 2022. We would be happy to hear the issue you are facing. Please reach out to ****************************************** so we can better assist you. 

    Business Response

    Date: 04/23/2024

    We have contacted the customer within our internal system and they didnt like our response. The original ticket was dated 2022 so its possible their contact info is  incorrect. How can we resolve this? 


    Also, this isn't an issue of quality on our end as it was caused by equipment that wasn't ours and a power surge at the home. Please see below responses from our support team and let me know how I can get this closed in a more positive manner. 




    Most recent email:
    Hello *******,

    Thank you for reaching out. Our records indicate you emailed us once in March 2022, in which we replied, and since then we have had no further contact from you. We would be happy to assist with your compliant if you can reach out to us at ****************************************** 

    Thank you




    BBB communications


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

    Original issue submitted to BBB:

    The details of this matter are as follows:
    Complaint Involves:
    Repair Issues

    Customers Statement of the Problem:
    I contacted Victrola cause I have a stereo and it came with a remote and found out that the remote was affecting the the cable tv cause on 3/28/24 I had lost power and it fried my cable boxes contacted the cable provider and they say it was the remote to the stereo that was affecting the new equipment so I contacted Victrola to see if they can help me and all I got was nasty attitude. They said I should not use the remote cause it was just a convenience. Now this is the second time they have gotten nasty with me and not wanting to help me. They said to me that the remote had a glitch and wont fix it. I will never buy there items.

    Desired Settlement:
    Repair
    -----------
    Response to ******* via BBB:

    Hello *******,
    We only see a ticket from your email in the year of 2022. We would be happy to hear the issue you are facing. Please reach out to ****************************************** so we can better assist you. 
    -----------

    Heather response back via BBB:

    Complaint: 21519627

    I am rejecting this response because: I have reach out to them they were rude and nasty and wont help me.

    Sincerely,

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

    Customer Answer

    Date: 04/30/2024

     
    Complaint: 21519627

    I am rejecting this response because: I have contacted them by phone and they have been rude to me every time.

    Sincerely,

    *******************************
  • Initial Complaint

    Date:01/04/2024

    Type:Service or Repair Issues
    Status:
    UnansweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On November 15, 2023, my mother purchased The Navigator 8-in-1 Record Player in espresso. Order Number ******. This was a Christmas gift and when I used it on Christmas day, it skipped. I tried with another record and it is the same issue. It is only on the outside of the record. Once it is in the middle of the record it is more balanced and the needle can read the record better. The record player was also chipped on the lid and scratched on the interior. It also did not come with a remote as advertised. On December 26, 2023, she called Victrola and got no answer. She proceeded to call with no answer on December 27 and 28. On December 28, 2023, after three failed attempts at reaching customer service, she sent an email detailing that the record player skips. **************** finally responded via email on December 28 and requested a video of the record player skipping. I advised I was not going to risk it ruining my records, but sent photos of the aesthetic damage to the record player. I also explained that the turn table seemed unbalanced. I received no response to my December 28 email. I then followed up on January 2, 3, and 4 with no response. This violates the *** guidelines for the sale of goods. Defective products must be remedied.
  • Initial Complaint

    Date:12/19/2023

    Type:Product Issues
    Status:
    ResolvedMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I literally sent a message immediately after telling you to cancel my request so I am not sure why that didnt happen. 

    Sincerely,

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

    Business Response

    Date: 01/08/2024

    Hello,

    Our most recent email from you is 12/19/2023 in which we replaced your unit. We have yet to hear back from you regarding a new issue. 

  • Initial Complaint

    Date:02/23/2023

    Type:Product Issues
    Status:
    UnansweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I tried three times to buy a dark espresso brown record player and stand from Victrola beginning in December 2022. They sent the wrong color, a red mahogany on two occasions through December before emailing us and admitting they are not capable of sending us the correct item. We received an email explaining that we should just keep the wrong colored record player and be happy with our refund. I was harassed and abused by customer service lead ************************* throughout what could only be described as a miserable holiday experience.We used the record player for a few weeks before realizing there was another issue. The needle on the turntable is faulty and *****************, causing them to skip. Too late the damage is done. We have a dozen records that are permanently ruined now.I'll provide emails, receipts or whatever it takes to prove Victrola repeatedly provided incorrect products, faulty products, incomplete refunds, etc. At one point their technical support team demanded we record the record player so they could listen to it to see if the speakers were bad. It's ridiculous. They advertise a product on their website and they refuse to sell it. We are out hundreds of dollars due to the damaged records that Victrola is responsible for. Just tell me what documentation I have to provide the Better Business Bureau with to go after these people and I'll provide you with everything you need.
  • Initial Complaint

    Date:11/11/2022

    Type:Product Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    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.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
     
    Complaint: 18390559

    I am rejecting this response because: I believe they should honor the 10% discount code for the item.

    Sincerely,

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

    Business Response

    Date: 11/17/2022

    Hello ****,

     

    We apologize for the misunderstanding. Unfortunately the code was sent in error and has since been corrected to exclude ineligible products. We thank you for your feedback.

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