Survey Info: Crutchfield Corporation


Crutchfield Corporation
1 Crutchfield Park
Charlottessville, VA 22906
Sales/Information: 1-800-955-3000
Catalog Request: 1-800-955-9009
Spanish Line: 1-800-955-9039
TDD (Deaf Line): 1-800-388-9753
Fax: 1-804-973-1862
Administrative: 1-804-973-1811
WWW: http://www.crutchfield.com
E-Mail: sales@crutchfield.com Customer Comments:
Sunday June 21, 1998

I am very surprised that the rating of Crutchfield is so high. I ever called this company, the phone line was very busy, I took twenty minutes to get through. That indicates that its bussiness is very good. I really do not understand why so many customers would like to buy products in this company even its prices are surprised high. For example, the Manufacture Suggested Retail Price (MSRP) of Kenwood VR-2090 A/V receiver is $999, however, the sale price in Crutchfied is $999.95. The sale price of this product is $667.00 in Shop4. It is more than 30% difference. I really can not believe that this is real. This product is made by the same manufacture --- Kenwood. The price is so different in the two mail order companies. I went to Fry's Electronics store, I found that the price of Kenwood VR-2080 A/V receiver is $799, it is the same as MSRP, but this price in Crutchfield is $799.95. If your price is almost the same as the retail store, why cusmoters buy it in your company. Because your service is very good, the customers like to spend hundreds dollars more to get same products. Your service is really worth that much. So I ordered the Kenwood VR-2090 A/V receiver in Shop4 company, its service is very good, and I save $330 than Crutchfield. I can accept that the price of same product is 5 ~ 10% difference in defferent mail order companies. I never saw that the sale price of a mail order company is the same as MSRP.
Wednesday May 6 , 1998

Customer service is prioty one here -- prices could be better though. I have ordered several Polk home theater speakers from this company. These speakers had a wealth of problems with performance (bad or unsatisfactory tweeters). They always replaced the items without much trouble even though I had owned the speakers for about three months. Unfortunately, the replacements did not totally solve the problem, but that is a Polk problem. I doubt other companies would have been so easy to go thru the many cycles of returns.
Wednesday April 29, 1998

Okay the prices are not the BEST but they are not bad. But where Crutchfield excels way beyond any other retailer is in customer service! I ordered a car stereo from them and ended up buying a car in the time immediately after purchasing the unit. I gave them a call, told them the situation and the NEXT day a mounting bracket for my new car showed up and I didn't even have to send back the old one! Crutchfield has a big advantage, and thats in customer service! -Ryan W
Saturday April 25, 1998

Crutchfield has great customer service. My VCR came defectice, they replaced it without any problem or cost. I did not like the replaced VCR, so I upgraded to a better one without any problem.
Sunday April 19, 1998

High prices without a doubt. But if you want a worry-free mail order experience, this is it! Free UPS returns and orders are always double boxed. They even sent me a new subwoofer BEFORE I returned the defective one. Way beyond outstanding customer service!!
Sunday April 19, 1998

These guys are awsome. I preordered a Panasonic A110 DVD player and they told me the release date would be mid April. I recieved it on the 28th of March. Unmatched service. It is worth the little extra you pay. Love the 2nd day delivery for 6.95.
Thursday April 2 , 1998

Great people to deal with. Their price is higher than most mail order but their concern with customer satisfaction more than makes up for the difference.
Tuesday March 31, 1998

Excellent service!
Their prices are a little high, but it is more than made up for in service (especially when compared to a company like All Brands).

I ordered a pair of speakers from Crutchfield. They arrived in 3 days. After 2 weeks of listening to them, I decided they didn't sound right for my room (nothing was defective, the sound just wasn't for me). Since Crutchfield supplies free return shipping and a UPS tag, all I had to do was drop off the speakers at a UPS center. 5 days later they were received and my credit card refunded.
Tuesday March 31, 1998

Have been a long time customer with these guys for several year now. Have never had a problem sending anything back or didn't need after ordered. Their prices are a little high compared to some, but if I can find it from them I would gladly pay it for the terrific service and return policy. One of the best I've found, only wish they carried more home audio/video brands.
Friday March 20, 1998

I've been buying from these guys over many years and the worst thing I can say service-wise is sometimes their phone lines are busy (especially after they mail a new catalog). Price wise they're typically not much better than a discount retail chain but the service is actually better and you avoid sales tax (if that applies to you).

They have the best shipping deals in the business. $6 for 2nd day air. Beat that!

Returns are painless and their sales advisors have even offered to ship two competing items if you're undecided and they'll pick up the return freight on the one you return. Those returns go into the "Crutchfield Outlet" so if you don't mind getting something that's been opened, be sure and ask if they have your item(s) in outlet stock. You can save some serious money that way.

Likewise, they offer "special purchase" deals that are sometimes incredible (especially in car audio). It's not uncommon to see a $400 list item they used to sell for $300 being sold for under $200.

In over a dozen orders, they've never screwed up and I don't think any have even been one day late. It's actually a more pleasant experience than dealing with some commissioned high pressure sales person at the local Circuit City or Good Guys who knows just enough buzz words to be dangerous and can never seem to find the item you want in their back warehouse (or even on display in some cases).
Thursday March 5 , 1998

Even though the price is not the best up front, after you factor in everyone else's shipping charges it equals out about even. Something has to be said about peace of mind, this is a reputable company that's been around for a long time. And what dealer will offer you a 30 day no questions asked return policy on speakers, with no cost to you return shipping? Add the 4 payment plan option with no interest and its a lock.
Friday February 6 , 1998

The service is good, but the prices of their stuffs are too high.
Friday January 23, 1998

I had bought 2 items from Crutchfield. I had to exchange these due to my error. The shipping was excellent. When I had to exchange these items I did not get a hard time. For orders over $100.00 they offer a 4 payment plan. This can be very helpful if you are ordering a high priced item. This is probobly why their prices are not exactly(bargin basement). I would shop there again if the need arose. It sure beats shopping in stores and dealing with untrained sales people.
Thursday January 15, 1998

Called them on some AV equipment. Price approached retail so I had to go elsewhere and didn't have a chance to experience the good service others are writing about.
Friday January 9 , 1998

Purchased and open-box AR subwoofer from them for Christmas. The phone operator was extremely friendly and helpful. The unit arrived on time and was in mint condition. I would be happy to shop with them anytime.

Paul Grant
Friday January 9 , 1998

Got open-box deals on NHT Superones at a better price than a local dealer. They arrived when promised (in perfect condition) and sound great. Crutchfield may not be the high-end, but at least you don't have to worry AT ALL about your order AND you don't get the local dealer's high pressure, "Let's get you some $100/ft speaker cable to go with those $350/ pair speakers!"
Tuesday November 4 , 1997

I have purchased three car stereos (one to replace a stolen one) and their catalog info and staff were superb. Support was also excellent when one did not work due to my blowing a car fuse.
Tuesday August 26, 1997

Good service. Okay price. They told me that they would not price match because the unit I was purchasing (Sony S7000 DVD) was in demand. In the future I'll go elsewhere because of price, not because of service.

Kam Bansal - kamb@jps.net
Fri, 30 May 1997

Good service, but price is ok can find better deal
Tue, 15 Jul 1997

The king of all mail order companies. Authorized for everything they sell and extremely customer oriented. They have departments for nearly everything and have the best customer service available. Their prices are good and they also run closeouts and special purchases that are incredible sometimes. They also have a service called the Crutchfield Outlet that offers one of a kind, photo samples and customer returns and reduced savings. I would recommend Crutchfield for the first time shopper. Be sure and order their catalog as soon as you think you will be in the market for equipment.
Wed, 16 Jul 1997

I've ordered two cassette decks from Crutchfield; the first was returned because I decided I wanted a different model 10 days later. The entire return process went smoothly. Crutchfield probably has the best shipping process of all mail-order companies; almost everything is delivered within 3 days for only $6 (even 27" televisions). Prices are fair but seldom constitute a bargain. You will never "overpay" at Crutchfield, but you may find a slightly lower price elsewhere. The sales reps are cheerful an d surprisingly competent.
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