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"The people within the company are polite and want to help but they hardly know whats going on either. I've ordered from this company a couple times and this time will be my last. They tell you they will call you back and don't. My company tried getting speakers and answers for days. We ended up cancelling the order and in result they charged our card which they said they would not do until they confirmed the order and it was sent out. Honestly, its just a messy, low quality process. You really do not want to wrap up a good amount of money here. "
Best customer & technical service
"With 2 orders and several phone calls to the Tech guys I believe Crutchfields is the best in the business. period."
Crutchfield.com, please join 2017
"I placed an order with Crutchfield after talking to a very helpful Internet chat advisor. They were down to one remaining in stock, so he even held the item for me to make sure my order went through. I processed my cart, sent $2500 over via Paypal, and got an email confirmation that it would arrive in three days. Great, easy peasy.Then I get a call from someone else at Crutchfield about 30 minutes later. He wanted to do a "security check" and asked for another phone number and where I worked. He asked if he could leave a security code on my work voicemail and call them back with the information.It sounds to me like they must have experienced some fraud at some point, so I understand why they'd want to install some processes to avoid loss. However, after completing thousands of online transactions in my lifetime, I've never experienced anything like this.The honest truth is that no merchant should need to know where you work or any other personal information beyond the fact that I've paid and where I'd like the merchandise sent. Crutchfield seriously needs to rethink its internal processes and policies, or it will quickly become defunct in the omnichannel age. Amazon makes Crutchfield looks like it's stuck in 1984 with paper catalogs.Needless to say, I canceled my order on the spot and will buy from a merchant that's easier to work with."
"Purchased a Parrot Mambo drone for a Christmas gift for my son, it was missing the grabber and my son decided that he did not want it. Crutchfield was not able to supply the part and will not accept the return product. Won't be shopping there again! "
Excellent service everytime!!
"I honestly do not understand the negative reviews. I've ordered quite a few items from Crutchfield and had to deal with many issues. Here are a few:- I've had defective set of very large and heavy Klipsch bookshelf speakers. They sent me a replacement overnight and also a free shipping label to return the defective set and had UPS come pick it up at my house.- I once changed my mind about a product and called them to send it back. It was only $29. They sent me a free return label. no fee.- I called and talked to a sales rep at Crutchfield. I asked him if I would benefit from upgrading my center speaker for one that costs $650. He could tell I was itching for him to say yes, but he said no. I asked for and got an honest opinion, and the sales rep did not try and push an obvious easy sale.I once had an issue where I was under the impression that a subwoofer came with a free wireless kit worth $130. Apparently the offer had ended a few days before I purchased mine, but my browser was still displaying the offer when I purchased it. I called after I received the sub and there was no wireless kit. Crutchfield sent me one anyway. Granted, I had recently bought a few thousand dollars in equipment from them, but it was the kind of thing that will make me a customer for life.There are many other nice things they've done to really personalize my service. They call to make sure everything was good with my equipment. They sent a card thanking me once for my business. It was clearly written by hand in ink. If an item is on back order they communicate very clearly about the situation with regular status updates. I've had nothing but great service from them."
Bad Customer Service
"Ordered a radio for less than $100. Was on extended business travel and asked they ship to my hotel (high end hotel). 3 calls later and them wanting to verify with hotel staff that I would be there for 3 weeks, I cancelled. Ordered from Amazon for the same price, received in two days, no phone calls. They obviously wasted my time and the time for the 3 calls easily ate into their small profits."
Very bad customer service
"Where is that Bill Crutchfield that seems to be so proud of attentive customer service.Asked very simple questions about the product, easily answered by any retailer who knows what they sell. After 4 emails, they still couldn't provide an answer.After a complaint, nobody contacted me to apologize and make it right. Simply ignored.I was just asking questions about the product. Imagine if I had a serious issue. Cancelled order after that.Stay away."
"Awful support from the management and installers. They are supposed to have a customer support line, but it was not working due to too many calls. I called the store and spoke with a "master installer" that convinced me I had the right wiring harness when I knew I didn't. He told me that some of the plugs just don't get used. After he convinced me, I wasted hours of my time on the install only to find out I was right, it was the wrong part, after I called the manufacturer of the harness. When I returned it get the correct one, the manager still questioned me after I had spoken with the man who manufactures them and he told me what I needed. This was my third time exchanging the same part, and management didn't have any sympathy or offer any ways to try and fix the situation. It's a shame too. I've had good dealings with them in the past, over 8 years ago, but apparently they just don't care about customer satisfaction anymore, which is what I thought Crutchfield was built on."
Don't even bother, there are hundreds reasonable online sellers...
"Call to confirm the order from our company phone number required....Ridiculous indeed, paid by PayPal , not a credit card, address confirmed, PayPal account existing for 8 years. Sorry, it is not acceptable these days to bother buyer this way. Order cancelled .Purchased at another store with no issues."
Crutchfield cares about their customers
"We have had problems in the past few years with our newly bought electronic products not working correctly, Crutchfield always stands behind their products and always takes the time to figure out a solution to the problems we're having. From non responsive high end home receivers, to receivers that just stopped playing all by themselves, to car audio receivers that bluetooth wouldn't work. They alaways did what it took to make sure we were happy at the end of that phone call."
"Great company to deal with. Excellent customer support before and after the sale. Highly recommended."
The service does not live up to their hype
"Once upon a time Crutchfield set the standard for service. These days it is a very different company.Purchased a Garmin Nuvicam. Less than a month later the camera quit working. Had I bought from Amazon I would just send it back and they would send me a new one withing two days. With Crutchfield you are on your own, call the manufacturer as it is their problem, not ours.When I did call Garmin they were surprised that a reputable seller would not simply handle the exchange.I have been a Crutchfield customer for probably 15-20 years. Never again."
Things don't always go right, but It's how you deal with it that makes all the difference.
"I wanted to share about a recent customer service experience I had that solidifies why Crutchfield is my online electronics retailer of choice. Last week I ordered a product that was scheduled to be delivered yesterday. I eagerly tracked the UPS delivery from the warehouse to the local distribution center. Then everything started to go wrong. An unusual sorting mix-up occurred with UPS and Amazon shipments and I was told that it could delay delivery of my product by 5 to 10 business days. Devastated, I placed a call to Crutchfield Customer Service and explained the situation. Ray took down my information and said he would get to the bottom of it and call me back. An hour later Ray contacted me and apologized for the situation. He then proceeded to tell me that he would rectify the issue by replacing my order via overnight shipment. I just received my product this morning at 9:30am! I could not be more pleased. It's refreshing in a day and age where situations like this seem to be more commonplace that there are still retailers like Crutchfield that are willing to go that extra mile to ensure customer satisfaction. Just a great experience from purchase to delivery and beyond. Well done Crutchfield!"
"I purchased a parrot Bebop 2 drone and it was defective. So I asked to return it. They said they dont accept returns on drones they sell. Thats ok if the unit is ok but its defective. She told me I need to contact Parrot and they would take care of it. Its a defect that everyone that purchased this new device is complaining about and Parrot isnt doing a thing about it. I would never purchase anything from Crutchfield again! "
"I bought a JVC radio for my Pathfinder. First Crutchfield botched the order, charging my connectors I didn't receive. The quickest they would resend them to me was over a week later. Then they totally misrepresented how difficult it was to install the stereo. The install instructions left out major installation details. I ended up cracking my dashboard following their crappy instructions. Then following the wiring instructions led to no sound coming out of the stereo. Now I'm stuck paying someone $185 to install the system. "