Sound Warehouse — Attraction in South Salt Lake

UPDATE

I'm changing my rating because within a couple hours after posting this review, Todd the manager gave me a call to make things right. I really appreciate so much the effort Sound Warehouse did to make me feel like a valued customer again. I never was upset over not being able to get my car in the same day. I was only frustrated with how I was treated that day. But I fully accepted Todd's apology and will continue to be a loyal customer of Sound Warehouse. Thanks again you guys! I'm still in shock with the level of customer service you showed me to make things right.

I went in yesterday (7/1) because my tail lights on my car were not turning on and I had gotten a new dash screen and back up camera installed in December 2018 by them. I had troubleshooted that it was a wire that was touching the ground behind the radio that was causing the fuse to blow every time I tried replacing it to get my tail light to work. I explained the problem to the guy and asked if they would look at it. He immediately argued with me saying that there was no way the dash install was causing issues with my taillight. I had spent over 500 dollars at this place and I would have thought I would be treated a little better, but I guess customer service was forgotten when I came to visit. The guy was completely disinterested on helping me since I was not buying anything but he did finally agree to have them look at it a couple days later. I was extremely disappointed with how I was treated and on the freaking receipt they even state there is a lifetime warranty on the work they do. Well I took my car into a shop that same day, and guess what? The idiots forgot to cap the wires that they had spliced for my radio. A hundred dollars later and I’m extremely irritated with Sound Warehouse for their shoddy work and horrible customer service. I really strive to support local business but when I’m treated like I am inconvenience because I’m pointing out something isn’t working correctly that was due to their install. It really discourages me from spending any more money with that business, and I definitely will never step foot in Sound...

I have been to Sound Warehouse twice now in the last year, once to the Orem store and once to the SLC store, and both times was an overall negative customer service experience. In both cases the employees I talked to were condescending and dismissive in attitude hence why I'm writing this review.

During my first trip to the Orem store last year the employee pulled the "I've been doing this for 20 years but whatever" card when I was explaining what I needed and why and he disagreed. As it turns out I was 100% right in the end despite what that employee thought. If I acted like that with any of my clients at work I would be reprimanded. I didn't bother to complain then because I really didn't care that much. However I went to the SLC store this week and I received much the same treatment at that store. The employee was overall very condescending in attitude and thought he knew my vehicle better than I do (he does not). Once may be an outlier, maybe the employee was having a bad day, but I won't ignore being treated like that twice.

Also they don't allow returns for cash, only for in-store credit. I did not know of nor was I informed of this policy prior to purchasing and if it's posted anywhere in the store it wasn't pointed out and I didn't see it. It states this policy on the printed receipt I received but all I was told verbally prior to paying was that it couldn't be returned once the product was installed, not that they would only do in-store credit. I was debating returning the unopened and unused item I bought due to the customer service I received but now I'll just have to sell it on my own if I want cash back. So beware of this policy when purchasing from here.

I try my best to support local businesses but due to the treatment I received from the employees I will avoid going here...

OK! WOW! So last Saturday I decided to drop by sound warehouse to get a quote for a new head unit and sub for my corvette. I was good with the quote they provided so I asked when they could have it done. They told me they could do it "NOW"! So I gave them the keys and took an uber home. They had quoted me about 4 hours to get the job done. As it was they called me back 3 hours later and the job was done! This included the head unit the sub and also a new dashboard double din bezel. I must say, the new stereo sound fantastic! They did a great job on the install. They helped me sync my phone and get set up for android auto. Everything sounds great! I only have 2 complaints that kept me from giving them 5 stars. #1, cigarette lighter that is part of the bezel is not working. I have to dig into that and hope it is a blown fuse so I don't have to tear the dash apart. #2 there were metal shavings in the carpet on both the driver and passenger side. I get it, you had to drill to install the new stereo. I have no problem with that, but 5 minutes of vacuuming at most would have get that other star. To be fair, I did need to clean the car, but a car should not leave dirtier than it arrived with work like this being done.......Just a suggestion guys. But at the end of the day, Thank you. I highly recommend Sound Warehouse!!!

Update!!!! I am so incredibly impressed with Mike at Sound Warehouse. He saw my review and reached out to me. I was able to go back in yesterday and his technicians were able to get the cigarette lighter working. He also apologized about the metal shavings and told me that he would address that with his team as well. Guys, you earned that extra star!!!!

I know where I am going for all my future audio electronics needs!!!!! I will be back!...