Complaints

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

close

Find a Location

Crutchfield Corp. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:08/04/2025

  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 called Crutchfield in 2024 to help design a small AV solution for my basement. I told them which model TV I had purchased and said that I would like to add a receiver and 2 rear speakers, using my TV speakers as the "fronts". I purchased an Onkyo receiver and 2 ceiling/surround speakers from Crutchfield on 5/1/2024, based on the tech's advise (****) Upon installing the equipment, I called Crutchfield to help me setup the new receiver only to learn that, despite the guidance I received, the receiver is not capable of dividing the sound between 2 rear/surround speakers and the TV. At Crutchfield's guidance, I purchased an optical cable (vs using HDMI ARC) to see if that configuration would work, but nothing worked. We have never been able to get audio to work FROM the TV, in any configuration. Audio has "worked" coming from my PS5 and ******** Switch, but never the TV. Bluetooth has also always been flakey. Crutchfield claimed that I needed 2 more front speakers, and that having sound from my TV and rear/surround speakers would not work. By that time, they stopped carrying the speakers I originally purchased from them, at the same time claimed I should use the same speakers in front and back to have the best audio experience. I had to search to find the speakers from another supplier. I finally found a source, purchased the 2 additional speakers and installed them. I then called Crutchfield on Aug 3 to setup the receiver again, since the speaker configuration had changed, but we are still unable to get any audio through the receiver from the TV. The tech on Aug 3 said that he believes the receiver needs to be replaced, but that I need to contact Onkyo directly and that Crutchfield cannot help. Given all the challenges I have been put through at Crutchfield's guidance, I would like Crutchfield to facilitate the replacement of this receiver. It has been an extremely bumpy road navigating all the guidance from Crutchfield.

  

  Business Response

  Date: 08/07/2025

  Hello *****, we are very sorry youve had compatibility issues with your order from us.

  Were arranging for a supervisor to give you a call to work through the details and get you taken care of.
  
  Regards,
  
  ***** Childress
  Customer Support, Director
  ******************** Corporation
  ************ (direct)
  ****************** (toll free direct)
  ************ (main CS)

  Customer Answer

  Date: 08/07/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that it is too early to know if this proposed action would resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have spoken with your rep. *** acknowledged the long history of issues I've had and is going to get back to me later this week.
  
  Regards,
  
  ***** ********
  
  
  
  
  

  Customer Answer

  Date: 08/14/2025

  Crutchfield resolved the issue for me!

• Initial Complaint

  Date:08/02/2025

  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.

  My package was delivered to the wrong address (5783) ./.Customer Support Specialist ***** have checked this information with Summit at ***.But when *** denied the claim, ***** told me that there was nothing they could do to resolve the ******** a loyal customer, I need to take the blame for ******************** and *** personally.I used to shop at your retail store in ************ frequently and the experience was always very good. But after I came to work in ********, I could only order through shipping. I didnt expect that the customer experience of online stores would be so different from that of retail stores.

  

  Business Response

  Date: 08/05/2025

  Hello ****, we are very sorry you have experienced a delivery issue with your order.

  We appreciate your patronage over the years, and we're sorry this order hasnt gone as either of us would have expected.
  
  We are arranging a follow up from the Crutchfield team to get you taken care of.
  
  Regards,
  
  ***** Childress
  Customer Support, Director
  ******************** Corporation
  ************ (direct)
  ****************** (toll free direct)
  ************ (main CS)

• Initial Complaint

  Date:07/02/2025

  Type:Order 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 a ********** and CRUX interface from Crutchfield, including their prewired installation kit to avoid technical issues. The unit arrived defective the radio blasts max volume and constantly restarts. I contacted Crutchfield support, followed reset steps, and was passed between three techs, but the problem was never resolved. I later found out Crutchfield hadnt even set the correct radio settings before shipping.Despite initially stating they would replace the unit, Crutchfield now refuses and demands I perform diagnostics using a multimeter a tool I dont own and am not qualified or comfortable using. I chose this kit to avoid exactly that.This contradicts my rights under the MagnusonMoss Warranty Act (15 U.S.C. ********), which requires companies to repair/replace defective goods without unreasonable conditions. Their demand violates 2304 and *** warranty rules, which prohibit forcing consumers to perform technical testing to receive warranty service. It also violates UCC *****, as the unit is not merchantable, and Floridas Deceptive and Unfair Trade Practices Act, by marketing the product as plug-and-play but shifting the burden to the consumer when it fails.Ive made every good-faith effort to troubleshoot. Im simply asking for what was promised a product that works or a full refund.I want the crux system replaced under warranty

  

  Business Response

  Date: 07/03/2025

  Hello *****, were very sorry youve had issues with your purchase with us.

  We are arranging for a Supervisor to reach out to you.

  We look forward to talking with you and working through a solution.
  
  Regards,

  
  ***** Childress
  Customer Support, Director
  ******************** Corporation
  ************ (direct)
  ****************** (toll free direct)
  ************ (main CS)

• Initial Complaint

  Date:05/17/2025

  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 ordered on 4/5/25 for a total of $1089.74 when I received the instruction manual they provide I installed the parts onto my vehicle. The product didnt work, I contacted customer support who told me to cut the wires from the harness. This was wrong because I was sent the wrong instructions for my vehicle.Customer Support sent me a replacement harness in the mail, then a few days after I received a replacement product as well. Over a month after I recieved the replacement product, Crutchfield illegally manually keyed my credit card information on 5/15/2025 for the full retail cost of the replacement product of $254.39. I called Crutchfield and spoke to ****** and they refused to refund me while acknowledging that I was not told I would be on the hook for the cost of the replacement product. I checked the terms and conditions on the website and there is no language stating such.Crutchfield illegally stored my credit card details in their back office and manually keyed my credit card when I didnt authorize it.

  

  Business Response

  Date: 05/21/2025

  Hello,we very much regret our customer had a bad installation experience, to then turn into a billing issue. Initially, the wrong vehicle was listed on the order,which produced a different set of wiring instructions. On 4/14, we shipped a replacement to the customer (no charge at this time), in advance of receiving the return back. After a few weeks had passed, we hadnt received the return back yet. On 5/3, we reached out to the customer via email regarding the outstanding return (still no charge at this time),reiterating details that a charge would occur if the original product wasnt returned. That same day, our customer replied our email requesting another return label, which we provided. On 5/14, the original product hadnt been returned. A charge went through for the retail price of the outstanding merchandise, as mentioned in our past emails.
  
  We are more than happy to work with our customer on this. We would be able to refund once we receive the outstanding merchandise returned back to Crutchfield (if returned within our 60 day return policy). We would call our customer, but the customer advised the ******************** no further contact by the business. Our customer would need to initiate any further contact with us. Im including my contact information. Its our hope in the coming days we receive the product back so we can issue a refund.
  
  Regards,
  
  ***** Childress
  Customer Support, Director
  ******************** Corporation
  ************ (direct)
  ****************** (toll free direct)
  ************ (main CS)

  Customer Answer

  Date: 05/22/2025

  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 was never informed that I would be responsible for the cost of the product, and Crutchfield has yet to provide any documentation showing that I was.

  Attached is only email or letter I received and contains no language indicating any financial obligation on my part. It simply shows a few numbers arbitrary numbers and a dollar amount. There are no terms, no explanation, and no clear statement that I was being held liable.

  
  If Crutchfield did in fact notify me that I would be responsible, they should have no issue providing that correspondence. But they havent. Ive already submitted the only message I received, which clearly does not support their claim.

  Im standing firm that this was an unauthorized transaction and illegal transaction. 

  Regards,

  
  ******* ****
  
  
  
  

  
  

  

  Business Response

  Date: 05/28/2025

  Hello, we are very sorry that our customer has had a bad experience. We very much wished things had gone differently for our customer here. Per the customers last ******************** response requesting documentation, I have included those documents.
  
  Attached is a text version of emails sent to the customer regarding the replacement shipment and expected return of merchandise. We state, There's no charge at this time for your replacement shipment., to Please return your original item within 14 days. or You will be charged for the replacement if we have not received your return.,including the amount for $254.39.

  Regards,

  ***** Childress
  Customer Support, Director
  ******************** Corporation
  ************ (direct)
  ****************** (toll free direct)
  ************ (main CS)

• Initial Complaint

  Date:05/05/2025

  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 a radio for my truck through them and they shipped it to an address in ***** and not to me. I attempted to get them to replace the item because of the s**** up but they refuse to replace or refund me.

  

  Business Response

  Date: 05/06/2025

  Hello, we were very sorry to hear our customer had a delivery issue!

  We shipped to the address that was submitted to us for this online order. Additionally,we reviewed other follow up emails/communication (order confirmation,shipping confirmation, etc.) to re-confirm we had the same shipping address provided to us for this online order.
  
  We shipped to the address provided to us by the customer in the online ordering process.
  
  Regards,
  
  ***** Childress
  Customer Support, Director
  ******************** Corporation
  ************ (direct)
  ****************** (toll free direct)
  ************ (main CS)

• Initial Complaint

  Date:03/25/2025

  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.

  Date of transaction: January 29, 2025.Purchase price: $253.89.The subject of customer dispute relates to damages customer suffered via merchants erroneous technical support instructions related to wiring car speakers purchased from ************************. This fact is buttressed by a "Veteran" Crutchfield Tech *** stating a "New" Crutchfield Tech *** gave customer erroneous instruction causing customer to perform 6 hours of unnecessary wiring. Merchant Tech Administrator reviewed tape recorded "New" Tech *** erroneous instruction and admitted liability for customer damages. ************* Administrator offered an inadequate amount of refund for damages. Merchant refused to resolve issue via ********* dispute process therefore customer will continue to seek refund in the amount of the product ($253.89) which accurately demonstrates customers loss in time, labor and customer satisfaction (damages).Merchant has failed to provide advertised "Expert Technical Support" which is included with purchase. Please see the following marketing excerpts posted on "************************"."REAL PEOPLE. REAL ADVICE Sometimes you need a little more help. Thats where our expert Advisors come in. They know all the gear backwards and forwards. Even better, they know which questions to ask to help you make the right decision. And they're right here in ********, ready to assist you. It's all part of Crutchfield Legendary ServiceSM."-and-"EXTENSIVE TRAINING and HAND'S-ON EXPERIENCE Our Advisors get over 400 hours of training before they answer a single call. That includes both classroom learning and hands-on, real-world experience with the products. After that, weekly trainings keep our new and veteran Advisors on top of the newest technologies and trends. Manufacturers come by regularly to show us the ins and outs of their latest gear."Merchant does not demonstrate adequate accountability for failing to to provide advertised technical expertise resulting in customer damages.

  

  Business Response

  Date: 03/25/2025

  Thank you for contacting us regarding Mr. ******** experience. 

  Based upon the circumstances related to Mr. ******** orders, we believe that we have responded appropriately by refunding him for all returned merchandise and by offering him a $50 refund for the additional work he performed to complete his installation.

  Here are the additional details:

  Order ********: Original order date 01/26/25 paid for by $118.05 on credit card and $135.84 on gift card. Customer attempted chargeback for amount of purchase charged to his credit card - $118.05, the remainder of order was paid for by a gift card from order ********. The $118.05 chargeback was unsuccessful. A $50 goodwill gesture that Tech offer sounds appropriate, based on order total. 

  Order ********: Original order date 02/07/24, item 20646CC693 swapped out 12/20/24 via Advance Replacement. On 01/23/25 we allowed return of original item for refund as merchandise credit which was used on order ********. He was refunded in full on this order as merchandise credit.Customer also attempted a chargeback in February 2025 for original purchase amount of $135.84 which was unsuccessful. 

  If Mr. ****** agrees to the $50 refund, we will process immediately. When this refund was offered earlier, he replied with the following:

  customer immediately said that we do not value time and effort and that he will be calling the bank and the better business bureau and then disconnected the call. 

  Respectfully,

  **** *******

  Customer Experience Executive

   

  Customer Answer

  Date: 03/25/2025

  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.  To refocus on the basis of my complaint; the simple fact remains that the merchant received $253.89 for speakers and their technical installation expertise.  The merchant's technical expert gave erroneous installation directions causing customer to perform 6 hours of unnecessary labor. 
  Customer seeks refund in the amount of the product ($253.89) which accurately demonstrates customers loss in time, labor and customer satisfaction (damages).
  
  
  Regards,
  
  ******* ******
  
  
  
  
  

• Initial Complaint

  Date:03/20/2025

  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 fear that the speakers i purchased are not fit for intended purpose. I trusted advisors, i indicated i will gladly influx funds, acted timely in initiating all returns but not in sending as exceptions were granted and offered discount but wished to make adjustments upon final eval and armed with information. Company didnt provide info as agreed. A big concern is that the finish quality of speakers is poor and already seperating. The intended location- real log home and the design is such that humidity may be a problem. Manufacturer states they dont warrant cabinets. Wish to resolve by Saturday and my discounts appear to be revoked, yet ill be charge or pressured and a discount should not be renigged nor vaiable at whim. Scratch and dent price should be a stable %. Decide right now, or be charged more to keep? Additionally I am not knowledgeable in audio but at present i may have genuine issues relating to longevity, build, characteristics Need help to know. no replies. I did plan on resolution date of this Saturday as there are no local speaker shops that can address the issue. At no point did i have ill will until a few days ago and the man said i was difficult one day, nice the next. Revoked discounts, reinstated. Issues cant be determined by stating ' discount offered' then revoked, now past 60 where company contributes to delay or possibly hides or fails to address defects.Want appropriate review and assist. No replies in last few days and i too grew aggrabated and possibly erred I need info to make a decision absent communication, and i cant get that info alone. I am glad to speak with the company as long as i am not pressured or insulted and this matter is all confusion I wish to make at minimum 1 return of pending 5 ... timely request but no authorization provided and no replies which isnt like my initial impression. Never imagined i would feel so unhappy and worried and suspicious as to suspect fraud/ hidden defect / unsuitable.

  

  Business Response

  Date: 03/20/2025

  Hello, over the past several months, we have worked extensively with ** in an effort to meet the customers expectations. Despite numerous conversations, we were unable to reach a resolution that fully satisfied the customer.
  
  We provided the option to return the product for a refund with Crutchfield covering return shipping (if returned by 3/21/25) or receive a discount while keeping the product.
  
  The customer opted for the latter, and we have processed the refund to their payment method accordingly.
  
  Regards,
  
  ***** Childress
  Customer Support, ********************************************

  Customer Answer

  Date: 03/20/2025

  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 might  resolve my complaint.  For your reference, details of the offer I reviewed appear below:
  _______________________________
  Thankyou for your reply. It is not that you are completely wrong, yet, there is miscommunication, i needed time and info. And i was unable to get it nor did u provide it. However, to the extent that you might be correct and this is not a material defect and you reasonably state same, nor defects unknown to me as u have knowledge superior, I am glad to resolve things in said fashion , however i dont see the discounts and communication is strained. Twas w great respect i came to you , and you helped me, and i remain baffled. 

  However those issues should not affect purchases which were not discussed , namely the last two. At the very least those windows ate open. I will not keep items at full price if defective assuming product is suitable and fit w no hidden defects. 

  Communications will always deteriorate if you give a courtesy discount, then ****** it back or alter it any way. To the extent it is bound by acceptace by date certain and all policies are clear and concise, and exceptions are made clear to all oarties, this might be proper. 

  I understand there are shipping costs as well. However, same should not apply on last two orders. Given reasonable assurance, it is not my wish to return but pissibly 1 item. I however should not be considering tefinishing new products. Please understand , i am not against you, i feel bad about the situation, this was not my intent, and i remain confused why your own " gurus" vash this speaker model. 

  Kindly reach out to me this one last time. I am glad to finish this, it is not my wish to waste ur time or money, and i feel that you have failed to see or acknowledge what happened here. Esp, these are delicate cabinets not furniture grade, crissover issue, etc. Yet, as stated I do not dispute that this might be considered ' a good speaker' and opinions vary. 

  Now , ***** did specifically say im eligible per policy on last two orders. Yet he randomly changed amts, some to my favor, and other to my detriment and he was aware i only wished to get opinion from shop regarding assurances of siuation, and time was limited. I apilogize if i acted in any offensive way as i became upset only due to the badgering of a third party. So i acted only to protect my interests, and perhaps i erred.

  Yes , i wish i had done some pre homework. Yes i wish i had rented your microphone. But that info i received conveniently after the fact. Please don't stonewall. I do not wish to further escalate but to resolve and move on.

  Regretfully yours,
  
  Aj K
  
  
  
  

  
  

• Initial Complaint

  Date:02/12/2025

  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.

  You guys sent me a wrong plug for my 6x9 speakers for my ***** malibu ltz. I had to split my wires (for the harness, which is in the picture)cause I'm not waiting a couple days while I have everything out and it was a pain in the a** to just get it out. So for you technical people make sure they put the right f****** plug in for other people and you might not have so many complaints!

  

  Business Response

  Date: 02/21/2025

  Hello, we regret to hear that our customer had issues with their installation here.
  
  When we heard about this customers experience, we left a voice mail and emailed our customer to follow up. Its very important for us to provide our customers, who are typically DIYers like us, with solid information and expectations regarding their installation. We went back to review this order. During checkout on this online order, we provided the following: A wiring harness is not available. You'll have to splice or tap the vehicle's speaker wires to your new speaker wires. Unfortunately, this wasnt seen by our customer, and we deeply regret the issue this created.  
  
  We would still like to connect with our customer and apologize for the inconvenience.
  
  Regards,
  
  ***** Childress
  Customer Support, Director
  ******************** Corporation
  ************ (direct)
  ****************** (toll free direct)
  ************ (main CS)

• Initial Complaint

  Date:02/04/2025

  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.

  Ordered a new head unit, speakers, and wiring. Paid with ****** because it has my billing information and addresses. When the order was placed it was shipped not to the ****** address but to an old address when I was stationed in *******. Crutch field said there is nothing they can do because I paid with ******. Highly recommend ordering from people who are unable to take ownership in their outdated systems. Currently a $400+ loss and their only available option is to "See if I have friends still living there" 12 years later.

  

  Business Response

  Date: 02/06/2025

  Hello, we are very sorry our customer has had a shipping issue. We shipped to the address provided during checkout. I spoke with our customer earlier today to follow up.

  ****** has been alerted, as our customer is adamant that the address ****** provided to us wasnt possible.

  We truly regret that the customer is dealing with this situation.
  
  Regards,
  
  ***** Childress
  Customer Support,Director
  ******************** Corporation
  ************ (direct)
  ****************** (toll free direct)
  ************ (main CS)
  Crutchfield Contact Us

  Customer Answer

  Date: 02/06/2025

  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.
  
  After driving to ******* in an attempt to secure the package I am still without the shipped item. After a day of driving and working with the apartment complex in ******* I was informed that the package was not received by the current tenant. As I continue to work this out it has been made clear that the only responsibility on Crutch field is to ship their product out, wrong addresses and lack of delivery is not their concern. While ***** reached out to talk with me she stated that it is up to ****** to make a decision and is not their responsibility as a retailer.
  
  Regards,
  
  ****** ******
  
  
  
  
  

  

  Business Response

  Date: 02/07/2025

  Hello, I appreciate Mr. ****** taking my call yesterday.
  
  At this time, a ****** dispute has been filed by the customer, and we are awaiting further information from ******. Naturally its very important to us and our customers that our shipping is as expected. So, we did a thorough review of how the order was entered, the shipping address we received from ****** and how the shipment was addressed to verify what happened.
  
  The address provided to Crutchfield via ****** checkout was the address we shipped the order, which shows delivered to the address provided by ***. We are very sorry our customer doesnt have his order and there was an issue with the address provided to us.
  
  Regards,
  ***** Childress
  Customer Support,Director
  ******************** Corporation
  ************ (direct)
  ****************** (toll free direct)
  ************ (main CS)
  Crutchfield Contact Us

  Customer Answer

  Date: 02/07/2025

  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.
  
  Business is waiting on *******
  
  Regards,
  
  ****** ******
  
  
  
  
  

• Initial Complaint

  Date:01/03/2025

  Type:Customer Service 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 been attempting to return a subwoofer I purchased from crutchfield because I found a the same product somewhere else for a better price. Instead of price matching they wanted me to just return the product which I was okay with doing. They told me I was to expect a $75 return charge and to expect a call from the shipping company to schedule a pickup for this product. Over the last month and half a dozen chats nothing has happened and I have received no such phone call from anyone. Everytime they just tell me to wait for another phone call. Perhaps they could just refund me the difference in price just to get this over with, or something. This is ridiculous, I get that its the holidays but it shouldnt take over a month to return this product.

  

  Business Response

  Date: 01/17/2025

  Hello, we are sorry to hear the issues related to this purchase. We worked with the carrier and confirmed the subwoofer was picked up from the freight company earlier this week.
  
  We do appreciate your patience and patronage on your recent orders.
  
  Regards,
  
  ***** Childress
  Customer Support,Director
  ******************** Corporation
  ************ (direct)
  ****************** (toll free direct)
  ************ (main CS)