Complaints

• Initial Complaint

  01/27/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We bought a “Crosley Switch II Record Player with Speakers”. Upon opening the new box found that the needle on the play head was already broken and after we paid to get a new one, found that the arm on the device malfunctions and doesn’t play the records anyway. After contacting Crosley Brand and using my warranty I was told to mail it back to them to be REPAIRED. They emailed me saying my same (brand new) unit was repaired and would be sent back to me. I opened the unit they sent back to me and found that it was not the unit I sent it, and it wasn’t even a new unit! I received someone else’s heavily USED Returned unit. It’s in poor condition with marker stains, hair, fingerprint smudged, and a ton of scratches all over the top of the cover!! The corners are dinged up and overall the unit looks like someone used this unit quite a bit and returned it. I could tell immediately from the box they sent it back in that it was not my unit because I marked the box with order information on it. My unit had a distinct impression on one corner from the cover sitting on it, and the unit I was sent back does not, I know for a fact this is not the same unit I sent in. Instead of receiving back the brand new immaculate-condition unit I sent in, I received someone else’s garbage. I was told specifically by Crosley Brand Consumer Service that I was going to be getting back my same unit that was repaired. That was a lie and they sent someone else’s. I paid for a new unit - not for a used poor condition one. This company is running a scam having me send back in my unit for this to be returned to me. I am beyond disappointed with this and would like to be refunded $200. (The cost of buying another New unit). Or a replacement that is actually NEW and unused.

  Business response

  01/30/2025

  Thank you for reaching out to Crosley Brands!
  

  On January 27, 2025, we received a similar inquiry from **** ******* The following day, January 28, we reached out to gather more details and provide a resolution. We spoke with *** ****** and arranged for a return, along with a replacement unit.
  

  On January 29, we emailed a return label for the replacement unit received. That same day, a new unit—quality checked by our technicians—was shipped. Tracking details were sent, and the replacement is scheduled to arrive this week.
  

  Please let us know if you need any further details.
  

  Kindest regards, 

  
  

  Customer response

  02/02/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ****** 

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  3/21/24 Ordered Winston Kitchen Storage Pantry SKU ********* **** ************************. Item was listed online for $219.00. 20% coupon was available and further reduced the price to $175.20 3/21/24 Received an emailed confirmation for my order #********** 3/21/24 Received an emailed invoice #*********** for my order #********** 3/21/24 My mastercard credit card used to purchase the item was charged $175.20 3/29/24 I emailed ***************************** and asked for an update on the status of my order 3/29/24 I submitted an inquiry form online at ******************** and asked for an update on the status of my order 4/1/2024 I received a response from ***************************** that my order was cancelled due to a price discrepancy. They stated I received an email notification about this and it could have went to my junk/spam email folder. (I did not receive an email notice, and there was no email in my junk/spam email folders.) 4/2/24 I responded and requested someone call me 4/2/24 I responded again and let them know that the item I ordered is still available online and again requested someone to call me. 4/3/24 I received an emailed refund receipt from "Auto-Receipt" [noreply@mail.authorize.net]. The receipt had a merchant contact email of *********************** 4/3/24 I emailed ********************** stating I did not want a refund, and again requesting someone to call me.

  Business response

  04/09/2024

  Thank you for reaching out to Crosley Brands!

  In our latest interaction with *** ****** on 4/3/24 we explained the order was auto-canceled due to incorrect pricing. However, due to inconvenience we offered a 40% discount to purchase the item she wanted. We also offered an additional 20% (not to be combined with any coupon) for another piece she was interested in. During our conversation *** ****** advised she filed a Better Business Bureau complaint but would close it since we provided alternative resolution options.

  Kindest regards, 

  Customer response

  04/10/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ****** 

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  02/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We purchased a Crosley C6B turntable from Walmart on 09/09/2023. The unit was working well for a while, but something is wrong with it now. The motor appears to be fluctuating between speeds. It is unable to maintain the recommended speed of 33.5 or 45 RPM. A new belt has done nothing to rectify the problem. I also contacted Crosley via its website, but never received anything back from the company.

  Business response

  02/20/2024

  We received a web request on Friday 2/16/24 by *** **** ******* His web request only stated the following "Is it possible to order a replacement belt for the C6B-BK?". A replacement belt was ordered on 2/20/24 as a one-time courtesy. In our response we requested a receipt or proof of purchase to register the warranty. This is the only correspondence received by *** ****** or **** ******** No other requests have been received explaining additional issues. If additional assistance is needed after the replacement belt is received and installed we can be reached at 1-************ Monday through Friday 8am-6pm EST. 

  Kindest regards, 

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a unit and it broke under warranty. I have been attempting a warranty claim for 4 weeks and I keep getting the run around. Communication is horrible, about once every 10 days I hear something. They tried to pawn it off on another distributor who told me it was not their product and to go back to crosley. I'm sure they are doing this because if it goes on long enough the unit will be out of warranty.

  Business response

  02/20/2024

  *** ******, has been provided a return shipping label to begin repairs under his 1-year warranty period. The repair process was explained on 2/16/24 and he agreed to the terms. Pre-paid return shipping label was sent on 2/19/24. If any additional assistance is needed please let us know. 

  Kindest regards, 

  Customer response

  02/20/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ****** 

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  08/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4,23,23 I purchased a full size Crosley jukebox from Walmart $500.00 . The jukebox was delivered and worked perfectly until 8,10,23 . I called the Crosley warranty department. After troubleshooting the problem over the phone it was determined that an electrical part failed causing no audio to come from the built-in speakers all other components like lights, record player, cd player seemed to come on just fine. The technical support department advised me that it was still under the 1 year warranty and they would have a replacement part sent to me. They advised me that I would have to fix it myself. I told the technician that I don't feel comfortable fixing a product that is still under warranty. He advised that it was like a plug and play part and all I needed was a screw driver to remove 8 screws from the back of it giving me access to the interior of the unit. End story. Opinion: if I open the unit most likely it will void the warranty. Also im not an experienced technician. Also it's under warranty . Alot of moving parts: if the turn table goes out, the cd player goes out ,the lights stop functioning or another component fails am I also responsible for fixing it ??. I plan on filing a complaint with the corporate office. As consumers we should NOT have to repair an item that is still under warranty. So I guess if my new car breaks down I should fix that too??

  Business response

  08/24/2023

  Please see attachment. 

  Customer response

  08/25/2023

   
  Complaint: ********
  
  I am rejecting this response because: 

  ---------- Forwarded message ---------
  ***** ************ **********************
  Date: Fri, Aug 25, 2023 at 12:31 PM
  Subject: Re: Regarding the information from crosley.
  *** *** ********** ** ********************
  

  *** * ******** 

   

  As mentioned I gave them the best solution. They or I can locate a local repair shop and have it repaired then send the invoice to Crosley. Due to my disability I can't lay on the floor like they want me to and do the repair. My hands don't work like they once did and my eyesight isn't the best.  That is why people with disabilities rely on warranties from the manufacturer or we spend money on extended warranties. I understand they gave a solution however that solution doesn't work for me. I can't repack and also I don't have the materials to repack. What I don't understand is why Crosley is making this harder than is should be. For me to repack, FedEx to pick it up then it being delivered and repaired then sent back is delusional. My solution is muck quicker and more cost effective. Why don't they see that? I have the part for repair. It seems pretty straight forward to me. Also in a full size jukebox alot can go wrong. You have the lights, the record player  , cd player, bluetooth, speaker system ,power supply and more. Am I going to be responsible each time a part fails. The jukebox has a 1 year warranty also through walmart I purchased a 2 year warranty that kicks in after the manufacturer warranty expires. 

  This is not a table top jukebox it's a 5 foot tall 2 1/2 feet by 2 1/2 feet full size jukebox. So now do you see why it needs to be an in home repair . I have no problem at all if Crosley wants to send someone to repack it and have FedEx pick it up . 

   

   

   

  
  
  Sincerely,
  
  ****** ******

  Customer response

  08/30/2023

   
  Complaint: ********
  
  I am rejecting this response because:

  Crosley Brands has refused to honor the warranty of an item that I purchased. They sent me the part and expects me to repair the unit. This is beyond the scope of the warranty. Per the FTC A company shall repair or replace an item within the range of said warranty. Also Crosley has been advised that do to my disability that I am personally unable to manually repair the item (full size jukebox) . Also another solution from Crosley was to have me repack the item and ship it FedEx. Again I advised Crosley that due to my disability I'm unable to preforme that task as well. My solution was to have a 3rd party repair shop come do the repair then forward the invoice to Crosley Brands. 

  However that was not sufficient either as Crosley Brands stated that that is not thier policy. 

  bottom line the Crosley jukebox is still under a 1 year warranty. Purchased date 4-2023, failed date 7-23. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  03/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Crosley jukebox on or about November of 2022, as a Christmas gift for my girl, from Walmart. When she opened at the end of year it was discovered that the lighting system did not work. We called Walmart who stated as it was an electric part it only had a 30 day warranty and they had no other replacements anywhere in their stores to exchange it with. They recommended calling Crosley Juke Box directly as it has a one year warranty. So we did that. Our first call was on or about 1/5/2023. Many many calls have been made, 1/30/2023, 2/13/2023, 2/21/2023, 3/1/2023, 3/8/2023, 3/9/2023, 3/10/23 twice, 3/14/2023, 3/15/2023,etc I think u see the repetition. They claim they do not have a service rep to come out to fix juke box. They have sent out parts, CD board, power, board, tuner board etc that we have replaced with no results. They have ed even sent wrong parts out.Their warranty clearly states in the second paragraph that one option, is to "exchange the product with a functional equivalent" which we have requested several times and they have denied. We also offered to upgrade and pay th he difference which they have denied. All we have want is a functional juke box. They keep giving us the run around sending out parts that dont fix it and no reasonable solutions. The juke box cost over $500. We would like a refund or replacement which they continually deny

  Business response

  03/31/2023

  Please see attached. 

  Customer response

  04/19/2023

  ---------- Forwarded message ---------
  ***** *** ******** ******************* ***** **** *** *** **** ** **** ** ******** *** *** **** * *** ******* **** *** ******ille BBB Complaint #19856849
  *** ****************** ********************
  

  
  
  

  It seems this ordeal is not done yet. The fuzzy digital screen us an issue and more parts need to be replaced. They are supposedly sending them to us for us to install. I will keep you informed. What a mess

  
  

• Initial Complaint

  03/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Crosley furniture desk from ****** and the condition that it was sent to me was horrible… Every piece was scratched or chipped and shelving pull pars were bent and missing little rivet balls for smooth gliding. The manual clearly stated to contact the company first before reaching out to the store which I did. I haven’t received a response. I would like to return this for a refund.

  Business response

  03/14/2023

  Hello, please see attached response. 

  Customer response

  03/15/2023

  
  Complaint: ********
  
  I am rejecting this response because: I did as they asked and reached out to the seller. I sent photos of damage. I want to return for a refund.
  
  Sincerely,
  
  ***** *********

  Business response

  03/15/2023

  Hello, please see response attached. 

  Customer response

  03/15/2023

  
  Complaint: ********
  I am rejecting this response because:
  They keep stating I am not communicating with them but I am through this platform since this is the only way they respond. I have attached photos
  Sincerely,
  
  ***** *********

*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. ↩