Crutchfield Corp.

Horrible customer service. I needed to replace a car stereo in a [redacted] and my local mechanic recommended purchasing through Crutchfield and letting him install. I purchased a [redacted] receiver, backup camera, speaker for bluetooth, steering wheel adapter, etc. The receiver didn't work with the bluetooth and there were other issues. To get it repaired I would have to take it to a [redacted] dealer 2 hours away. I live in the San Francisco Bay Area, but somehow in a population of 10 million there is no [redacted] authorized dealer here. Crutchfield would fix it, but I have to pay for the labor to get it taken out of and put back in the car...plus shipping costs to send to them. Insane. I'm likely to just eat the cost of the equipment and installation to have this Crutchfield trash ripped out and utilize [redacted] instead.
Absolutely do not purchase anything from Crutchfield or you will regret it. Much better off buying local and having the same dealer you buy it from install

Just bought a brand new 2016 [redacted] television. I unpack and set it up but quickly notice there's a smudge on the screen larger than the size of a fist. And it's under the screen, not something that can be wiped off.
I call ** and I'm told that even though the TV is less than a day old they won't be able to do anything for me but send a technician out for repair. Obviously that's not something anyone would want to hear as after it's taken apart it'll probably never be the same. This television is BRAND NEW.
Dissatisfied, I called Crutchfield and explained the situation. Not only are they sending me a brand new TV (backordered at the moment), they're letting me hold onto this one until the new TV arrives. Once [redacted] drops off the new TV they're going to be picking up the defective television on that same visit.
This level of customer service rivals [redacted] and goes above and beyond what any other store or service would do for a customer. I'll certainly be switching to Crutchfield for future purchases.

Please check this company out before you get involved. I wish I had read the reviews

Review: I purchased a gift card online at Crutchfield.com for $120. The site said I could have a card sent to me or I could get a gift card number emailed to me which I could use within hours. I chose to get it by email and I did finally receive the gift card number to use by email. When I went to use it, it would not work and I tried multiple times. So I then tried getting online help with someone named [redacted]. He wasn't helpful at all. Then I called at spoke to [redacted]. I said can I get a refund. He said no. Again, no help at all. Finally, spoke to his supervisor and she was of no help either. So, I said I would try again on a different home computer, which I did. That didn't work. It just said if you want to use a gift card to call them. Finally, I gave up.Desired Settlement: They should refund my money.

Business

Response:

Hello, I have left a voice mail and sent [redacted] an email offering my assistance. I hope to hear from him soon.

Best regards,

Customer Support, Director

Review: I am in the market for a motorized cinema screen for a home projection system, so I went to Crutchfield which has always been my go to shop for my entertainment and home media needs. They have a fine selection or screens by [redacted]. I used the very limited specifications that were given me on their website. I made a call to [redacted] at Crutchfield for help, he was noted on my receipt as my personal support rep. [redacted] did not answer back so I worked to find answers trough a text support conversation online. I was unable to get anything from him but information that was already online, that information again was limited. I pulled the trigger on a 106" Cinema View screen by [redacted] for $2,300 and another $1,000 in related products. As I was "dreaming"/thinking heavily about my screen purchase I began to prepare for my new 99 lb. product, by continuing my search for answers and planning online - away from the Crutchfield's limited resources on the subject. I found that there were many contradictory measures and specs on the [redacted] website from Crutchfield's website so I called Crutchfield's technical support and got Devin who was very helpful, but again limited in the subject of these screens. After some time and research, he agreed that his companies (Crutchfield's) specs were confused and incorrect so he kindly conferenced me with a [redacted] customer representative named [redacted] (I believe) who informed me that there was no way to stop or amend my order since it had been shipped that day Monday April 28. The next day Tuesday April 29th, I called Crutchfield and [redacted] from Customer service was able to get [redacted] to cancel and retrieve the very expensive order at the freight company with a guarantee of refund. [redacted] also emailed me a [redacted] customer service phone number since I was told that Crutfield could not support me in a $50 - $100 minor customization of 8" - 10" of added black fabric to the top portion of my previously ordered and returned screen purchase. So I called [redacted] myself and was able to (on paper) build a slightly customized order but was unable to place it for a small fee increase of $50 - $100 since I was not a distributor and [redacted] only deals with distributors not individuals. I was informed though that that simple change could be ordered by Crutchfield for me since they were an ordering dealer...MY ordering dealer. I quickly called Crutchfield and got a female customer service person (I don't have her name, but she was able to tell who I was by my phone number) who had to look into the problem and she called me back quickly with "I cannot fix this problem since we do not deal in custom SKU's." Crutchfield turned me away for a $50-$100 change that was already written and ready to go with [redacted] and my money was still in their hands...Easy as a call to [redacted] and a small fee. The answer was we don't have a SKU for that. To finish up; I was given (by [redacted]) a number to a dealer in my area, That Dealer asked me to email him the model number and customization information and I haven't heard from him in three days. I called him this afternoon May second and no return call. I still have not received my refund of $2300 - no screen and I am left in the dust. Thanks CrutchfieldDesired Settlement: I have nowhere to go but a starting position. This does not have to be. A simple change or adaptation in policy by Crutchfield - a fine company, a small addition of fabric to a very exciting piece of equipment (for a fee which I am happy to pay) and shipment of that equipment as soon as possible would be appreciated. I know that Cruchfield has my phone number... just call and fix this. Thank you for your time.

Business

Response:

Hello, we greatly appreciate the customer reaching out to us on this matter. While we have never received a request like this, we are very much willing to look into how our systems can accommodate. One of our Senior Associates,[redacted], will be reaching out to the customer directly.

Best regards,

Customer Support,[redacted]

Consumer

Response:

[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.]

I have reviewed the offer made by the business in reference to complaint ID[redacted], 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: [redacted]

Regards,

P.S. I will be looking forward to their support. **

Review: I placed a order with Crutchfield on July 14th, 2015. I ordered 2 items and received One item. After a lot of communication with them about the missing item they gave away my personal information to the transportation company that handled the delivery and that company emailed me. They should never give out my information to anyone without my permission.Desired Settlement: Aplogy and a agreement to never give out my information again.

Business

Response:

First an apology to Mr. [redacted]. An apology for trying our best to bring swift and complete resolution to his situation. This effort included communicating with our UPS Account Team regarding his situation and, in doing so, supplying them with his contact information. We do this so that UPS has all of the necessary information to expeditiously handle the event and to bring speedy closure to the situation.Second, rest assured that we will not, under any circumstances, ever share his contact information with any of our parcel or freight carriers in the future even though it may delay the investigation associated with any missing or damaged shipments.Respectfully,[redacted]

Does not standby their products
[redacted] receiver: Purchased and replaced. The replaced unit work fine for a month. Then just randomly shuts off, called and told to contact [redacted] had me send it in for repairs. Came back and worked fine for a week. Called repair shop and was told to send back. Called Crutchfield and they told me I was out of luck since 60 days expired. [redacted]!!!! its been in repairs most of the 60 days. Will not buy any products from them again.

Review: Upon placing an order to Crutchfield totaling $3,500, I was called on the telephone. The caller had little knowledge of my order and was asking me to verify information that did not pertain to me. I was given different telephone numbers and asked which of these was mine or that I may have used previously. None of them applied to me and I advised the caller that this behavior was very unorthodox. Later that same day I received another phone call asking me to provide a prior home address and alternate phone number, for security purposes.

Two days later my order still had not shipped, however my bank account had already been charged. During the middle of the day I received notice from a coworker while at work that Crutchfield was calling my place of employment and asking to verify my employment and information such as how long I had been employed, my home address and what my job title was. I spoke to the representative from Crutchfield who immediately began apologizing and advising that he was just trying to verify my identity. I fear that this may be the work of employees attempting to steal identity information for financial gain, especially when it comes to customers who have committed a large sum of money for a purchase.Desired Settlement: I would like a written apology acknowedging what happened and an explanation for these highly unusual business practices. This complaint is also for Revdex.com knowledge and to forewarn future potential customers.

Business

Response:

Mr. [redacted], I’m very sorry that your shopping experience with us left you with great concerns, due to the steps we take to confirm an order. Our goal isn’t to leave a customer, like yourself, with these concerns. Our goal is to ensure that orders placed are valid and with the consent of the cardholder. Due to the high dollar ticket items of the products we sell, we receive a number of orders placed that are without the cardholder’s consent and/or involve identify theft. Over our many years, we have had to adjust and change our procedures to stay ahead of the game, so to speak. We have a number of steps that we’ve put in place to walk through the order verification process. In our last phone conversation with you, our order validation steps were completed, and we were prepared toship your order. Though, you declined, presumably due to your concerns that are mentioned here. I am very sorry that this has left you with these concerns and worries. I do want to assure you that no employee has your personal information here at Crutchfield. Your order was placed online where it is immediately encrypted and not visible for employees to view. The concern (and steps) we take to verify an order is the same level of concern (and steps) we take to ensure that our customers' personal information is safe and secure. We go to great lengths on both accords.Per your request, I will gladly mail you a copy of this correspondence.If you would like to discuss further or if you have any questions, I would love to hear from you. [redacted]

Review: On December 15th, I placed on order on [redacted] for two pairs of of [redacted] speakers-- models [redacted]. On December 18th, I received the shipment. When opened, the shipment contained only the [redacted] speakers and and[redacted] car store-- model [redacted]. I had not ordered the radio and was not charged for it. I notified the company about it and they asked me to return it. I was informed that I would receive the second set of speakers when the stereo was received. The stereo would act as payment for the second set of speakers that I did not receive. When I called the company back to attempt to resolve the issue they informed me that they would not send the second part of my order unless the radio was returned. Crutchfield also sent a [redacted] representative to inspect the package for damage. The representative told me he saw no damage, only a mistake from the sender. I then, with the cardholder contacted Curtchiled again to try to resolve the issue, but they will not send me the speakers thaI have ordered and paid for. The company will not attempt to resolve the situation and is instead not going to send my shipment.Desired Settlement: I would like to receive the product that I have ordered and paid for.

Business

Response:

Hello, we would love the opportunity to take care of this for [redacted]. The way in which we need to resolve this, though, hasn’t been agreeable to [redacted]. Our hope was to work with [redacted] and have them go back out to [redacted]' location in order to pick up the [redacted] car stereo that [redacted] reports was received in error and have it returned to Crutchfield (at no charge to [redacted]). We would most definitely pay for any return shipping on this so that our customer wouldn't have to pay for this. We’ve been advised by the customer on more than one occasion that the [redacted] car stereo will never be returned to Crutchfield and to send out the [redacted] SPS-610. We would love the opportunity to rectify this mistake and to also figure out how it happened. In order to do so, we are kindly requesting that the [redacted] be returned to Crutchfield to exchange it for the [redacted] SPS-610 speakers. Crutchfield will also cover the outbound shipping, as well (no cost to the customer). Additionally, the customer’s bank contacted us that there has been a chargeback by the customer.I can be reached at [redacted] if [redacted] has any questions or needs anything further. Best regards, [redacted]

Review: At one year and 3 weeks radio has stopped working. Called Tech support and was told defective or loose board. Call [redacted]. Then called Crutchfield customer support to see what reasonable outcome would be offered. After all I thought I have 3 radio systems in 3 cars all provided by Crutchfield, certainly they would realize that while the order was placed on 5/15/2013 by the time it was received and then installed we could very well have gotten less that even a year service from the unit. Talked with Jessica. While very nice she was unable to offer any extra service. I asked to speak to a Customer Service Manager who called me back, [redacted]. The Customer Service Manager while very nice offered a [redacted] Crutchfield credit toward future purchase. I think we all know that I bought from Crutchfield for service not to be told to call [redacted], the radios maker. While that got me off the phone that certainly does not help maintain a loyal customer.Desired Settlement: I feel that a full year of use was never realized. Crutchfield has policies in place and I respect that but you have a very loyal customer who needs help and I feel that a couple of weeks out of warranty after I also explained that I myself have tried to resolve myself for the past ten days. Thank You

Business

Response:

Hello, we are very sorry that [redacted] is having issues with his[redacted]. We will be reaching back out to him to inquire further and see if there are any additional options that might work for him.

Best regards,

Consumer

Response:

[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.]

The Business is working with me to resolve. They have reached out to me. I should have an update by Wed 6/18/2014 as to Crutchfields

resolution.

Thank you to everyone who is trying to resolve.

Regards,

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID[redacted], 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.]

Regards,

Good Morning,

Review: I made a purchase on October 17th for a radio and needed components ([redacted]) for my car. When it finally arrived, it was installed in a shop on or around October 30th. Everything was installed successfully except for the music steering wheel control adapter. I had to purchase a new one from the company and that cost $100. I never complained until January (approx. the 20th) expressing my concerns. They offered for me to exchange for a new one of the same item but now I am furious. This is a CAR RADIO for which I had to pay installation fee for and now I am being asking to pay another fee to have someone uninstall and ship back this item just to receive a replacement of the same brand in which I would then have to pay for the re-installment. How can I be assured that I won't experience the same difficulty again despite the warranty?Desired Settlement: I do not trust the brand that I received and I would rather exchange of for another brand of my choice. If not, I would like a full refund.

Business

Response:

Hello, I am very sorry to hear that you’re not enjoying your purchase from us. I tried reaching you by phone (left messages) and email to see if we can connect to discuss further. It’s our understanding that a charge back has been initiated at the bank and a provisional credit for a refund has already been provided to you. While a charge back dispute does complicate matters, I’m more than willing to discuss further to see how we might be able to assist here. I hope to speak with you soon. Best regards, Aleta [redacted] Customer Support, Director [redacted] (direct) 800-388-2911 x[redacted] “Helping Crutchfield customers for over 17 years.”

Review: Last Thursday I sent Crutchfield a money order for $400. for Speakers the salesperson gave me a number for the money order I sent in [redacted] Today the 22nd I stopped by the post office in my area and the [redacted] said they definitely have it even with the holiday it only takes a couple of days.I call Crutchfield to ask why has my momey order not ben returned ? A woman tells me in customer service it gonna take some time to process you refund,it doesn't seem anyone I giving me a straight up and down answer on my return of my postal money order of $400. they leave me on hold they don't come back and I hang up after 15 minutes on hold.This is a company I had bought items from since the early 80s and always had smooth sailing now it seems they don't want to refund my postal money order.I don't know if this company is now in bad shape and they and i'm in the process of being ripped off by them.I have been doing alot of audio shopping on [redacted] and what a night and day difference the customer service people stay on line with you and they don't leave until they resolve your problem,Crutchfield's customer service doesn't answer the questions put you on hold and don't get back to you very rude.I canceled this order and all I want is my money order of $400. returned to me so I can go back to the post office cash it and buy from a better seller.I don't want to do business with this company any more please help me.Thank You very muchDesired Settlement: Please send back my $400. postal money order

Business

Response:

Hello, we received the customer's mail in order with payment today. Due to the Martin Luther King holiday and bad weather, it was delayed. The customer's money order will be mailed back to him today. [redacted] is aware.

Best regards,

Customer Support, Director

Consumer

Response:

Received the money order today Thank You

I have reviewed the offer made by the business in reference to complaint ID [redacted], 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: [redacted].

Regards,

I have done business with Crutchfield for over ten years. The company has always been extremely informative about their products. I only had a problem with one order. They bent over backwards to make me happy. This included offering me a full refund even though the product return period had expired. I decided to replace the item and it has met my expectations. A very honorable place to do business.

Review: An item was purchased online on January 1/2014 and paid by credit card. The grant total of the purchase came to CAD $619.90. The address to ship to was the same as given above, a [redacted], **. We are rural, residing 115 km from [redacted], and have no access to pick things up from private carriers like [redacted], et al. We made this clear in the original order under 'comments' and that the item can only be shipped with [redacted]. Following the order a reply came to our email address from one of their customer service reps telling us that they have absolutely no control over shipping. We asked for the phone number of their shipper so we can tell them to ship with the post office, which was refused. There were several emails back and force but, due to their stubbornness, we anticipated delivery problems and asked that the order be cancelled and our money be immediately debited back to the credit card. While their customer service told us that they have no way of contacting their shipper (obviously a lie) cancellation of the order was done promptly in early January (confirming the lie). On the 20th of the month we checked with [redacted] to see if the amount was returned. It was not. Sending another email to Crutchfield demanding return of our money forthwith. They answered that, the item was shipped with [redacted] and due to bad weather in north-eastern BC the item got stuck and that they will not refund the money until the item is back in their warehouse. When we cancelled the order it couldn't have travelled very far from ON or VA, wherever. So, do we understand then, even when the order was cancelled they let the item travel all the way to BC and the depot in [redacted] before attempting to return it? Otherwise, what has bad weather in our region to do with return problems? There are at least three very serious problems here with Crutchfield policies. One: What kind of business would take money from people for items purchased and then refuse to take full responsibility for delivering those? This, for hiring a shipping contractor and then running an arm's length policy from the shipper. Two: Every Grade 8 student or earlier, would know that nothing but the Post Office ships to a PO Box. Only a fool or very ignorant and irresponsible person would ship to a PO Box with [redacted]. Three: Crutchfield has absolutely no way out but to return the money. So, to play the waiting game by refusing to refund amounts paid until the item purchased is back in their warehouse is merely established to take advantage and work with interest free money supplied by unwary customers. What if (for example) the item gets carted round and round (really or virtually, by playing games) or the item gets lost, cannot be found. Either case, investigations would be launched going on for months and the customer is waiting for his money. Those three offences alone render Crutchfield a very bad business to deal with. Potential customers should make every effort to check and double check all relevant avenues first before going through with a purchase, and have promises and policies in black and white before them. This business does not deserve a Revdex.com rating higher than a 'D'.Desired Settlement: Want to point out, the email exchange between us and Crutchfield was done by [redacted] with her address, >[redacted]<, Besides immediate return of the CAD 619.90, we will demand an interest of 18%/annum on the amount outstanding (CAD 0.31/day), dating back to day of purchase, if the amount owing has not been returned by February 1, 2014.

Consumer

Response:

Wanted to ask [redacted] today, Jan. 31/’14, to help me getting my money back but was told that, in the meantime, Crutchfield did credit the amount back which was debited on January 7, 2014, $[redacted], which closes this endeavor.

Review: On 12/15/14 I ordred a Onyx EZ home kit from Crutchfield for my wife to give to me on Christmas. When I was looking for this on internet it took me to Crutchfield. I found that they had a rebate for 50.00 from Sirius which it means that I would get it for 1 cent because it was selling for 49.99. So both my wife and I thought this was a good deal so we ordered it. I found that I would have to wait 2 mths before I could send in for the rebate because you have to pay for 2 mths of sirius before you can put in for the rebate. So after 2 mths I sent in for the rebate and I was told that it is only good for between 1/30/15 to 3/31/15. So when I emailed Crutchfield . I was told that I was mistaken about there website showing the rebate. I told them that both my wife and I saw there website and it was showing the 50.00 rebate. So all they would say is that we are mistaken and will not do anything for us. My thing is why would have I gone back to there website after 2mths if they did not have it listed with a 50.00 rebate. I feel that they won't come clean that they screwed up and had it listed with the rebate. I believe this is bait and switch and they took advanaged of us. We would not have bought this from them if this was the case of no rebate.Desired Settlement: I believe that they should apologize to us for making us out that we are liars. I feel that they shoud give us the rebate of 50.00 as this was there way of us buying it from them. When the rebate was not official. So please help us on this matter.

Thanks

Business

Response:

Hello, I spoke with [redacted] by phone today. I am looking into the situation and promised him a return call later this week.[redacted]

Review: Terrible customer service.

They will not ship a current order until a charge from 2006 is paid. They state that someone else ordered an MP3 player and had it sent to our address which we never received or placed an order for but because our address is associated with an outstanding balance they want us to pay for it before our order is processed. After 9 almost 10 years they're going to attempt to collect the balance from someone who did not order or receive said package and not go after the person who placed the initial order. They state that they cannot tell us who placed the initial order and they will not go after this person instead. After 10 years they have already taken a loss on this product. Sounds like a huge scam to me.Desired Settlement: To stop holding our address as hostage. As we were told by Raven & Her supervisor, Crutchfield will not ship to our address ever unless they receive payment for an item that someone else ordered & Had it shipped to our house, which we never received. From 2006. 9 years later.

Business

Response:

As this order was placed in the name of [redacted] and her PayPal account is being used for payment we are only able to speak to Ms. [redacted]. Please have her call me at 1-800-388-2911, extension [redacted].Thank you,Kurt G[redacted]

Review: Hello,

On April 18, 2014 I placed order # [redacted] with a representative named[redacted]. The order was shipped to me on the same day vie [redacted] with tracking number [redacted]. The order was left at my front porch by [redacted] on April 23rd. I retrieved the package on that same day.

Once I opened the box the first thing I noticed is that there were some sanitary issues; it seems that there were some insects that somehow had crawled inside of the box. The second and more important issue that I noticed is that they had sent the wrong product. Note that the box for the product was accurate, but the contents did not match the box, or what I ordered.

Between the 24th and the 29th of April I placed numerous calls to their customer service department and spoke with [redacted], and a third person whose name I didn't catch. During this period they sent [redacted] to have the package picked up form my home in order to be returned, but I kept missing the [redacted] pickup; as a result crutch field provided me with a pre-paid return label which I pasted to the box and dropped it off at [redacted] location on May 29th. The [redacted] tracking number for the return is as follows: [redacted]

As can be clearly seen on the [redacted] website, the return was delivered on May 14th.

After it was delivered there were a number of follow up calls with customer service representatives, the latest of which was with a person named [redacted] (I'm not sure if spelling is correct, please pardon me if it isn't). This lady explained that she was management and in conclusion she was declining to issue a refund due to the fact that it was the wrong product.. which as I and explained to them in numerous occasions was the reason I was returning the product on the first place.

Even though I was not treated rudely by anyone, I got a sense of disorganization and little transparency from most people

I spoke with. As of the date of this complain nearly one month has elapsed and I have not received a replacement nor a refund.Desired Settlement: I would have accepted a replacement if a more diligent effort had been made to solve this problem, but this situation has been so unpleasant and has taken so long for them to respond that at this point only a full refund of the purchase price will be acceptable.

Business

Response:

Hello, We regret that this situation has happened and that there we have any unhappy customer who has purchased from us. We needed time to thoroughly review all the records involved here. We reviewed our sales records, serial numbers, weights with the shipper, and the vendor’s records regarding this situation. Due to all the details, we weren’t able to accept a return on an item that was never in our possession, in the end. The item we received back as a return is being returned to the customer in the coming days.

Sincerely,

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID[redacted], 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.]

I returned the item that I received. If there was a difference in shipping weight it's because the seller double boxed the item and I sent it with just one box.

I'll contact my general counsel regarding the situation.

Regards,

Review: I ordered from this company on the sole reason that all of their products include a master installation sheet. They sent me my product and did not include the master sheet instructions. I contacted this company on their chat room only to be told that I need to call in to talk to someone who could help me with the installation rather then sending me the instructions. This is not paper/email instructions and because I don't have the ability to hold a phone talking to a tech and hook up wiring in the car I'm basically being told too bad.I also refuse to call and write the stuff down as that is not what I paid for. I filed a dispute with [redacted] and Crutchfield gives the same line saying that I need to call in. Nowhere in the product descriptions does it say that I would have to call in to get the item instructions in order for it to be installed. It does however say a master sheet would be included. I feel like I'm being discrimnated as I don't have the ability to hold a phone and install.Desired Settlement: I want this company to give me what I paid for! Send me instructions via email or through the mail. If they can answer the phone and tell me instructions I would like to think that someone in their hateful company could at least write the directions down.

Business

Response:

The business has reached out to Revdex.com and has been unable to speak with the customer directly regarding this matter. The business feels that this can be resolved with a direct conversation wit the customer and requested he contact [redacted]

Review: The Crutchfield site says 60 day money back guarantee. I purchased the first item on 10/04/13 and requested RMA, no one responded. I purchased the second item on 10/13/13 and was not pleased with it either and requested an RMA. Since I never heard back about the first RMA, I got on chat with a representative and finally got the RMA for the first 2 products. I purchased the 3rd item on 10/27/13, was not pleased with it and requested an RMA. I finally purchased the fourth item which I decided to keep. But I noticed that I was not being credited back the full amount on my returns. They were subtracting $10 per return. I was never notified of this but only noticed it when I saw the charges on my statement. Now I am going to be out $30, just on return postage. I contacted customer support and she addressed me by a feminine name and would not refund the charge. I have returned items before and never remember getting hit with a return postage fee. I am filing this complaint because the 60 day money back guarantee that is being advertised on this site is not correct. It should read, 60 day money back guarantee minus return shipping charges.Desired Settlement: I have returned 2 items that apparently cost me $20. I have a third item on its way back that is going to cost me another $10. I want $30 credited back to the way I made my purchase.

Business

Response:

Review: ON 2/2/2015 I ordered a [redacted] open box item , along with the supplies For a total of $809.97 ( Order number[redacted]) I did receive item on 2/4/2015 , I opened item as soon as I got home in front of my kids , When I opened the [redacted] , there was a older model in the box [redacted]) with shattered screen . I immediately call the crutch field customer service and report the situation . The gentleman on the phone sent me a return shipping label through email . I return the incorrect unit to crutch field first thing Thursday morning 2/5/2015. On Monday around 9:00am I noticed by the tracking number through ups that the item had been received back to crutch field . I already had another unit in mind and wanted to step up to higher dollar new unit and pay more because I was scared of getting a used model may result in same issue . Monday afternoon noon [redacted] from there customer service department called me saying that they had to do a investagation on this , which was fine by me because I knew I had done nothing wrong and thought she would find what went wrong . Instead on Tuesday afternoon [redacted] calls me back and bascially tells me theres nothing they can do and they where going to send the same broken\wrong unit back to me . She tells me that they were confident that they sent me a [redacted] , and not sure how the unit got changed from there warehouse to my doorstep . So basically there saying I switched the unit and sent them back the wrong one . Which is totally wrong . Please help me reach some sort of resolution because if they send the older broken unit back to me I am out $719 ( they told me I could keep the add on things because I was expecting another unit to be shipped back to me) . I know feel my integrity has been question and in the line of work I do , I would never try to fraud a company .Desired Settlement: Would like to get a good product and Crutch field to figure out what happened , and apology for questing my integrity .

Business

Response:

Hello, since Mr. [redacted] submitted his complaint, we have resolved the matter and sent him a upgraded replacement. The replacement was delivered on 2/13/15. We regret any inconvenience this created for our customer. Best regards, [redacted]

Consumer

Response:

[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.]

I have reviewed the offer made by the business in reference to complaint ID[redacted], 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: [redacted].

Regards,