Complaints

This profile includes complaints for Crutchfield Corp.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Crutchfield Corp.

  1 Crutchfield Park Charlottesville, VA 22911-9097

  
• 

  Crutchfield Corp.

  825 Gardens Blvd Charlottesville, VA 22901-1467

  

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.

• Initial Complaint

  Date:04/12/2023

  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.

  My crutchfield order is ********. I ordered two apple watches that never arrived. I called and Crutchfield said they would have *** do a trace.Not only did I call *** to confirm I didn't receive it, they visited my house when I wasn't home and revealed to my brother-in-law the contents of the package (the two apple watches), asking if it was received. I was put on the phone with the driver to confirm I hadn't received it, once again. I am incredibly annoyed that they revealed what was inside as it was meant to be a gift for my sister and my brother-in-law. My privacy was extremely disregarded.Then, *** tells crutchfield that they confirmed the delivery! Even though I said no twice! When I called Crutchfield I escalated to a supervisor named ******. She said she would look into the matter and get this resolved. I just got off the phone and instead of helping me, she said we needed to restart the whole process again and I need to wait another **** days. This is absolutely not okay and I am extremely tired of having to constantly follow up with this especially since *** already revealed the contents of my package and ruined my surprise gift. I want a refund. I've waited long enough. I've called multiple times to both Crutchfield and ***. It can't be on me that their notes are not reconciling properly.

  

  Business Response

  Date: 04/12/2023

  Hello, we were very sorry for the issues encountered here due to a lost shipment at the carrier.

  We already issued a full refund to the customer. I have personally spoken with the customer as well to apologize for the issue and confirm the refund.

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

• Initial Complaint

  Date:03/01/2023

  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.

  I ordered front and back JL Audio speakers from Crutchfield, my order number is 51687780.I received an email yesterday claiming that my order was successfully delivered. This was not the case at all. I have not received these items. I have a Wyze Camera showing nothing was dropped off to me yesterday.I want a refund for my items. I've tried reaching out to Crutchfield but they don't make it easy to reach anyone.

  

  Business Response

  Date: 03/01/2023

  Hello, we are very sorry there was an issue with delivery.

  We have connected with the customer by phone and followed up via email. 

  Regards,

  *****

  _______________________________________________________________________________

  ***** Childress |Customer Support Director| ******************** Corporation | ************ |************ 

• Initial Complaint

  Date:02/12/2023

  Type:Service or Repair 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.

  i purchased a XDVD251BT ********** from you it has blown the fuses from the start never worked .

  

  Business Response

  Date: 02/13/2023

  Hello *******, very sorry to hear you're having issues with your purchase. One of our supervisors will be reaching out to you.

  Your purchase comes with a 60 day return policy, and this item comes with a 1-year manufacturer's warranty.

  Regards,

  ***** Childress

  __________________________________________________________________
  ***** Childress |Customer Support Director| ******************** Corporation | ************

  Customer Answer

  Date: 02/15/2023

  
  

  sir I have soved the problem myself and contacted crutchfeild as to what happened .there is no further assistance needed . thanks for your fast response . the car radio that was the problem is working fine now . thanks again .

  
  
  

  

  
  

  
  
  
  

• Initial Complaint

  Date:01/27/2023

  Type:Delivery 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.

  I ordered a camera lens and when receiving it I decided I didnt want to keep the item or continue to pay for it so I started a return.I used their prepaid label and followed their return instructions for a refund and returned my product to them.Return Tracking #: 1Z38130E0681427710 Tracking showed the item was delivered.After speaking to several supervisors about the possibility of a shipping error it was discovered that some auto place had received the delivery, they called the auto shop and the place said they didnt receive it or didnt have it. They kept telling me I had to physically retrieve the item and return it. I asked if it was possible that the auto shop had the items and just said they didnt if they are saying the items were in fact delivered there. They said it was possible. After no solution was offered I had spoke with ******* the top supervisor who once again reiterated the same talking points that the auto shop supposedly got the delivery but didnt have the items. I asked what their policy was protecting customers from shipping error to which I was met with no response just that the item needed to be back in their possession

  Customer Answer

  Date: 01/19/2023

  Hello,
  
  Have you heard from the company?   No, I haven't heard from them. No resolution was provided from them.
  
   
  
  Are you satisfied with the company's efforts to resolve this matter?   No, Id like to end the claim and refund me my money.
  

  Customer Answer

  Date: 01/27/2023

  Hello,
  
  Store clarification.
  
  I am filing against Crutchfield Corporation **************************************** ****************
  Founder: ****************** Crutchfield ***
  Headquarters: ***************, **
  CEO: ****************** Crutchfield *** (1974)
  Founded: 1974
  Type of business: Privately held company

  

  Business Response

  Date: 01/27/2023

  Hello *****, I wish there was something I could add since we last spoke, but we thoroughly investigated the details of your missing return. In order to refund, we will need to receive the product returned to us.
  
  Since we last spoke, you did a chargeback with your credit card issuer with the details. They provided us with their response that the chargeback was reversed in our favor. 
  
  Regards,
  ***** Childress
  _______________________________________________________________________________
  ***** Childress | Customer Support Director| ******************** Corporation | ************ | ************ 

  Customer Answer

  Date: 01/30/2023

  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. 

  I retrieved the item in original packaging from *** it was returned to sender. I am requesting a return label as *** has finally returned the item to me. 

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

  
  

  

  Business Response

  Date: 02/09/2023

  Hello *****, I'm glad to hear you were able to retrieve the shipment. Based on research with *** and at our returns center, the package was never delivered to our Crutchfield *************** Regardless, we have issued you a new *** return label and emailed it to the email address you provided the BBB (same one on the order).

  We will extend your return window until 2/28/23.

  We look forward to receiving your item back at our return's center to get this taken care of for you.

  Regards,

  ***** Childress
  __________________________________________________________________

  ******************** |Customer Support Director| ******************** Corporation | ************

• Initial Complaint

  Date:11/19/2022

  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.

  I purchased an AVR receiver from Crutchfield, order # ******** that has a three year warranty.The receiver has a couple of problem, one connecting to the internet, and the other turns itself off during use. I have spent around 24hrs working with on various occasions with the crutchfild tech's, the ************ tech's, the *** tech's, and the Denon tech's. the receiver has been sent into ************* twice and the receiver still has the same problem. This has gone on for more than three months. They all blame the problem with who not on the phone. I was able to get both the *** tech and the Denon tech on the same call the problem points to the Denon Receiver. The tech (*******) said the the receiver should be replaced. He then changed his mind and said thatI should try and sale this receiver and buy a new one. When I explained that the receiver was still under warranty, he said that's how it works, I asked to speak with a manager, was told one was not available, that one would call me back. no one has.

  

  Business Response

  Date: 11/21/2022

  Hello ***********, Im very sorry youve had issues with your Denon to then have to deal with further problems with the repair process. Im very disappointed for you! We will be reaching out for further details, so we look further into this for you.
  
  Regards,

  
  ***** Childress
  Customer Support, Director
  ________________________________________________________________________________
  ***** Childress |Customer Support Director| ******************** Corporation | ************ |************

• Initial Complaint

  Date:10/30/2022

  Type:Service or Repair 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.

  I paid $1070 for a complete stereo replacement. Crutchfield quickly filled and shipped the order. However during installation it was discovered the $229, 4 channel amplifier to be defective. I reached out to their support, for some assistance. During that time, the tech (*****) used an application to video view the install. He corrected me by having me disconnect the extra speaker wires. Nothing was wired to power to cause such a short. ***** then explained Have a look on the website and pick a new amplifier, I will apply a $50 discount. That was on Monday, October, 24th 2022. I reached out to ***** on October, 26th saying: Hi *****,Thank-you very much for your help on Monday! The video app was amazing. I looked at the amps available and the Pioneer GM-A6704 seems like a decent fit. Please let me know how to proceed.Thanks Again,***** His response: ***** I will be back in office on Sunday and will look at it then 6:30 pm EST rolled by and no phone call. I will be purchasing a new amplifier locally tomorrow. ****** learned do not deal with Crutchfield.

  

  Business Response

  Date: 10/31/2022

  *****, sorry to hear you had a problem with your recent order and for the delay in getting back with you.***** was able to connect with you today to get you set up for a return for refund on the amp.
  
  If you need anything further,please let us know.
  
  We appreciate your business!
  
  Regards,
  ***** Childress
  _________________________________________________________________________________
  ***** Childress |Customer Support Director| ******************** Corporation | ************ |************

  Customer Answer

  Date: 11/04/2022

  [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.]p
  
  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

  Date:07/26/2022

  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.

  I have never dealt with a more horrible company. I received a JVC KD-R290S car stereo and did not receive the remote control that the advertising clearly stated was included. My order number was ********. I sent at least three emails asking them to send me the remote. They argued with me and said a remote control doesn't come with the car stereo. It was shown on the advertisement, pictured on the box, and listed as an included item on the flap of the box, and they still claimed it didn't come with one. I sent another email telling them I looked up the manufacturer's site and it stated that a remote control comes with the item. They also claimed that it didn't exist, so they couldn't send me one. Then I told them I wanted to return the item if they weren't going to send me the remote and that I would be ordering from Amazon like I should have to begin with. You'd think they would have given me a free return considering all h*** they put me through, but NOOOO they want to rip me off again and charge $12 for the return and take it out of my refund. The return policy also may charge you a restocking fee if the item is damaged. And even though I returned it in perfect condition, I'm sure they're going to try and charge me anyway and try to rip me off yet again. I had to reorder the item from Amazon which clearly states that model comes with a remote. I at least want a free return for all the trouble they put me through. It was the company's mistake not mine and I shouldn't have to pay anything.

  

  Business Response

  Date: 07/27/2022

  Hello *******, Im sorry for the confusion here about the wireless remote control. While Crutchfield.com doesnt advertise that a remote is included, I did some research online and saw a couple companies that did. I wanted to take this further so I called JVC for further details. JVC confirmed this radio does not come with a remote control in the box from the manufacturer. It's sold separately (JVC RM-RK52). Crutchfield does not sell the remote.
  
  We would like to waive the return shipping fee for you. Kindly check your email for a return label, which will mention a fee. Please be assured we have overrode that fee for you.
  
  If you have any questions, you can reach out to me directly.
  
  Regards,
  ***** Childress
  ________________________________________________________________________________
  ***** Childress | Customer Support Director| ******************** Corporation | ************ | ************

  Customer Answer

  Date: 07/29/2022

  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 should not have to wait for you to waive the $12 fee. I was told you were going to send me a PREPAID *** LABEL, which I never received.

  Also I called JVC **************** and they assured me that the remote control comes with the item and is included in the box. I found and verified that at least three other companies also include the remote and it comes in the box. 

  Another, problem is that since your company is obviously dishonest, you will wind up charging me a restocking fee of 10%. I haven't gotten any assurances that you won't do that.

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