Carlton Audio Service Review

Great blokes, even though I never bought anything from them, they always feel welcome whenever I go to audition :)

I bought a record player from Carlton Audio Visual and had extensive help - much more than expected - from the team there to make it sound great, which it does. I'm now thinking of upgrading the amp and will 100% buy it there if (or, let's face it, when) I do.

brilliant products and very helpful staff in general when enquiring what suited us best. Personally I thought their after sales service let them down a bit. After reading further reviews seems service is these guys' Achilles Heel. After spending more than $10K at their store, I felt I was a bit brushed off with very little option.

Excellent Customer Service!
Martin Helped me choose an AMAZING Hi-Fi Package.Very Patient and Honest Customer Service.Highly Recommend.

I have purchased a few things here over the years but as someone who used to work in the industry years ago I have now found this to be the only old style still somewhat idealistic shop in Melbourne and thank heaven there still is one.

I have never felt pressure to buy and have always been given good prices without the usual charade bargaining dance. There are other good individual salesmen in other shops but no shops with this kind of laid back enthusiast feel.

Then there are some dreadful salesmen and shops, two not so far from CAV where I simply can't bring myself to shop.

Anyway there are some downsides at CAV. The listening areas are not the best and although they have a very good range they don't have all the stuff I am interested in. However if I can I will always buy from them because the patience with which they allow me to work out what truly works for me means I am far more likely to end up what's right for me which makes the process far more relaxed and enjoyable.

Fantastic staff, always ready to help
5 out of 5, reviewed on Apr 25, 2018, viewed 2 times
The knowledge that Carlton audio visual have to offer is priceless. They are the real deal , they don t just sell you what they have as stock like every other Hi-Fi place, they cater to your needs
And amazing , they listen when you talk.
I have always brought all my Hi-Fi components
From Carlton audio never had any trouble with any of the products I have brought.
Very happy customer. Thanks guys. Thank you rab for the service over the years. Chris
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Great experience with these guys! I never bought anything from Hi Fi store as I normally know what I need and just go local JB store to pick it up. But I started to find JB are lacking stuff I want and the prices ain't always the best. So to setup my entry level stuff, I decided to ask a few questions to these guys, and to my surprise, not only Rab anwsered my question straight away, they even offered me free cable to connect CD player to my overcrowed speakers.
And they delivered the player to me in just 2 days while Australian Post failed to deliver my other stuff within the same city in 3 weeks!
Highly recommended to shop with these guys! Keep it up!

I have bought all my audio gear from Rab, every single amp, speaker, subwoofer and surround amp from them. With a history dating back to 1992 I can vouch for their constant great customer service and contagious enthusiasm for great gear. You cannot go wrong with them. They are one of my favourite shops in Melbourne.

I have been to Carlton Audio, and bought quality equipment a few times now. Each time was a thoroughly pleasant experience, one of the few places I feel I can trust. The staff know what they are talking about, are honest, very helpful and businesslike when they need to be. I would go back anytime!

Thirty years of audio-video reviewing gives you ample time to suss the truly great hi-fi stores from the gonna- bees.
In my opinion, Carlton Audio Visual is the kind of store I'd buy my gear from: huge range of ear-pleasing stock, best store location in Australia (nice and handy for a meal or a quick expresso), ample parking and staff passionate about audio.
And so I have bought a heap of equipment there.Over the decades I've been well served by the store's experienced and engaging staff. So much so, I'd rate CAV as a bit of a national treasure.
I was the Herald's Sun audio video editor for more than twenty years. A job that took me into the engine room of most Aussie Hi-Fi stores. Also providing the best of vantage points to assess the good 'uns from the sour.
I moved on to StereoNET as the audio editor. These days I labour across 4squaremedia titles including Soundmag, SmartHouse and Channel news as this outfit's national audio video editor.
In the meantime and as a point of transparency, my 26-year old son Nicholas applied for a job at CAV to help pay for his post graduate degree in Architecture. I should add, Rab and his wife Angela, and the CAV staff have given Nick a first-class audio education to compliment his passion for music.
In constant contact with the ebbs and flows of the industry, I take every opportunity to get to CAV simply to soak up the ambience. If I'm not in a buying mood, I enjoy an expresso in Lygon Street and enjoy the passing parade.
Point is, the welcome is as warm there for day-trippers like me as it is for committed buyers.
Take my word when I say, ''You'll enjoy CAV''.

Bought a couple of items over Easter from Carlton Audio Viual. On both occasions these guys were really helpful by phone and in person. The second item was to do with problems I had with my very elderly turntable. I'd previously had this serviced by another dealer and they took my money but no real result. At Carlton they took time to thoroughly diagnose the problem while I waited. After two of their specialists had a look they let me know it wasn't repairable and why. I'd thought this myself so wasn't too surprised They charged me nothing for this. I finally bought a new turntable from them (Rega P1), again they took plenty of time to ensure the purchase was right for my needs and budget and they gave me a discount. I'm really happy with that the result and now hearing music on my old vinyls that I didn't realise existed! Highly recommend Carlton Audio Visual.

A very big thank you to Reidun for her amazing knowledge, advice and patience. All of that enabled me to confidently purchase my new Rega planar 8 turntable. Also, her advice on the placement of my PMC speakers has improved my listening experience. All up a very pleasant experience.
Outstanding service!

What a great, idiosyncratic little high-end audio shop! Carlton Audio s advice has always been understandable and tailored to my needs. I ve bought a whole component system over the last four years. Everything has been just what I need for listening to extreme metal. In store demonstrations with a complimentary beer or coffee have helped me visualise my stereo in situation in my house. Also have been very helpful with lay-buys for big ticket purchases. Be warned, if you re a JB Hi-Fi kinda person, this place is probably not for you. That said, outstanding store. 5/5.

Have bought numerous items over the years from CAV and Nick has always been great to deal with!

Highly recommended.

I ve bought a lot of my gear from here, pretty much all of my gear is entry level hi-fi: I like Carlton AV because they don t care that I m not really across all the details or that my budget isn t $10k. Instead they have provided me with good, solid advice and steered me to the right products for me.

I ve had a couple of standout experience s with Carlton AV. The first was when buying speakers a key consideration for my wife was the look and colour. The shop isn t particularly well lit so when she noted that she couldn t really see them that well the team just said come with is grabbed the two speakers (floor standing so they re not little) and we toured over to the park to check them out in sunshine and shade.

The second was after buying a new CD player I came home set it up and noticed that there was a small logo sticker missing - nothing major, but I did want it to be complete (you know how it is). A quick call to the store and I asked if they could find a logo for me to place on it. Rather than that they just asked me to come on in and they replaced it with another (the last one in stock).

Just two examples of great customer service and going above and beyond.

you re starting out like me you won t go wrong heading in here. Don t be put off by the crowded store and eccentricity - go with it and let the team help you out.

What a great experience.
Buying a new hi-fi system is always a challenging experience if you're not completely across all the ridiculously convoluted and complex intricacies of the possible combinations, but Martin and the team at Carlton AV made this easy and - here's the important part - welcoming; no snooty comments on budget, no semi-autistic comments on what I should already know, just good service and a welcoming environment.

I came in on a rainy afternoon with a couple of records and they were happy to audition three sets of different speakers, lugging them in and out of the room and grabbing me a coffee along the way. Subsequently came back with my partner and children and were again made to feel welcome (this can't be said for all the hi-fi stores I've been in to!). Ended up buying both hi-fi and multi-room system from them.

Subsequently had a problem with the Sonos multi-room - brought it back in today and they dealt with it without any drama at all. Great service, great space, and I'll be back for my next hi-fi upgrade.

B.

Great service and advice in a store packed with options for the modest budget right through to the very top end.

A great and hospitable team. They did a refurbishment on an obscure mid sixties turntable for me and she's never sounded better. My (missus) only issue is I spend too much time in their shop. Too many toys to play with.

I ve been going here since 1997, and still come back.

Martin and Rab s service has always been second to none, and always been accomodating to my needs. Always stock the very best stuff, and they back it up.

Hifi retail at its best:)

Great service, I sent them email in the morning with my speakers wishlist, they replied that I can audition in the afternoon if I wish as they had those speakers in store. I came in, met Reidun, who was friendly and knowledgeable, she set up all the required speaker as needed during the audition. She didn't try to push me to buy, I listened, we talked, and I left to think about it. The following day I got what I liked for a great price. Great product, great experience. Thank you....

I've bought several systems from Carlton over the years and have always enjoyed the experience. I've been to hi-end stored all over Melbourne and keep coming back. They always have the best range, no matter what budget or sound you like. UK, US, German, etc, what ever fits your musical tastes they will probably have it.

The store can look a bit daggy and cramped when you first walk in, but that's simply because these guys put their customer service and equipment first. There's never a problem going in, grabbing a coffee and sitting around plugging in and out different stuff until you find what you like. And the staff are always really knowledgable (and realistic) about audio. No up-selling or bullshitting here. Just originally people who genuinely love what they do.

Service wise, I have had cause to call them a couple of times. First when a CD player was DOA and the second time when an amp was intermittently humming. Both times they provided excellent support and the problem was addressed promptly.

A lot of gear but I got screwed around by their "service" department not once but twice.
First it took them nearly 2 months to fit a Rega motor and the final price was twice what I was quoted, second time they fitted a cartridge and aligned it incorrectly & also managed to not attach the wiring properly which resulted in me paying to get my amp serviced (somewhere else) thinking it was at fault only to find out the amp was fine all along.
Service department is woeful.

************Added after below response by director: I spoke to the owner, which I take it is you when the Rega motor debacle happened (which was a few years ago now although you may still remember my phone call I was fairly angry) and I got the usual "I will get to the bottom of this" & of course.......nothing.
The second issue was when a staff member i.e. your rega "specialist" who's name starts with B mounted a Ortofon Black 2M cartridge and didn't clamp the tonearm wiring to the cartridge properly. I took my Amp to another place thinking it was faulty only to then need to take my Rega there to correctly mount the cartridge & clamp wiring.
I have since fixed the faults & I have no interest in returning to Carlton Hifi as these were problems that should never have happened in the first place.
Carlton Hifi has great gear and knowledgeable sales staff but my experience with the service department means I will never return.

Absolutely top notch store. Great customer service, and the staff are ultra knowledgeable and warmly enthusiastic. No matter your budget or your level of knowledge, this store will take very good care of you.

Super friendly and helpful staff and very good product range

Consistently great advice and service. Bought a wonderful record player, amplifier and set of speakers a few years back and am still convinced it was the best deal & combination of equipment for my budget. Thanks guys!

Everything that you could hope for from an audio shopping experience. AWESOME service and staff that will put everything into getting you gear you will love. A warm and friendly small-store vibe tops it off!

I ve been in-store twice so far: first time to try out and buy a pair of headphones, and second to return that pair and get a different one.
Unfortunately I had experienced discomfort issues and they did everything possible to accomodate and exchange my purchase for something that would fit me better. They put every effort into letting me try some other pairs and explore their full stock availability. The pair I wound up choosing wasn t even in their catalogue and they were more than happy to order it in for me!!

At no point did I feel I was being duped or played down by the staff and only received utmost respect. Big thanks to Paul and Magnus for their assistance!
Fully intend to come back in when I am looking to buy an amp for my new gear, along with whatever else I may need in the future.

I have never experienced customer service so incredible anywhere. From the moment you walk into the store you are treated like a long lost friend and the amazing team are not there to just make a sale. The equipment the CAV has on offer is absolutely world class with service to match. Rab, Ben, Nick, Martin et al will make you welcome. You have been warned!

Amazing staff who seem to know everything about audio/visual, and with a huge range on offer (all of which seems to be on the floor and ready to test)

Bought some wireless speakers for hard installation throughout the house and garden a few weeks ago and let Paul organise the installation. Paul's passion for quality honest service was exemplary. He did a recon on the installation out of hours and then oversaw the actual installation by his team inc. Dean the equally honest and audio-passionate electrician. I will definitely be buying my future audio here and recommending to friends. Very happy overall.

Always find these guys easy to deal with, they offer sound advice and are happy to meet on price.

The staff here patiently explained everything a noob like me needed to know.

These guys know their stuff when it comes to quality audio. Have purchased their several times and always helpful to sell you stuff. And its a reasonable price but cheap its not as they DO provide a service - to sell you the right stuff. As to backup and support, I did have an issue though.
The first time i bought DENON amp and DVD, i brought it back as it was faulty, they suggested i take it to the repairer as its closer to me than they are. Fair enough, but when it was given back faulty, so i had to take it back again.
So i gave them the benefit of the doubt, and bought a more expensive setup from CAMBRIDGE AUDIO VISUAL. And i paid Carlton Audio (CAV) to set it up. Great - for a while and of course one thing i noticed when it was delivered was the DVD screen looked like it had acid on it as it was blurry and unclear. BUT I put up with it until the DVD started to not play DVD's, so i took it back and CAV sent it away. Back it came, i was told it was good - but the screen was still stuffed - WOOPS no one noticed (Cambridge either) So i put it back together and then the amp stops playing my NETFLIX, completely silent, and DVDs still wouldnt play, and the picture wasnt great on my NETFLIX So i went back, gave them the DVD's that never play, checked the channel that was silent and it was silent no matter what was connected. And again they ring me later and say its all working - no problems.
I get the DVD back (THEY GAVE ME A COMPLETELY NEW PLAYER) but guess what - the amp now had 2 other channels that are silent and whilst they tracked the crappy pic to their guy setting the resolution to 480p - now my amp plays even less. So i checked the connections and they were good, i sent a photo of it all connected and Brett tells me he was going to send someone out. But never calls me again. As it turns out, Brett wasn't well (seriously not well) but Rad gets on the phone and drives out same day to get it all fixed. You see when it gets sent back, they reset all the inputs and as a result it didn't match what i had. Rad was great to talk with and refused to be paid as he was so concerned. THATS WHAT YOU PAY FOR! Dont be scared - get what you want and need with all the information and support.

The team at Carlton Audio Visual know their stuff and sell great gear. The buying experience was awesome and they really focus on what matters. The sound. Unfortunately though that is where the good experience ends. If you have an issue like I did with Cyrus gear forget it. They dont get back to you or help you. I was just fortunate the rep stepped up and assisted me.

Thanks for your prompt response. When the rep became involved and provided a solution I was happy. But the process leading up to this solution was not handled great with little to no communication.

No dead Norwegian blue parrots for sale here! Just the best of British* audio stereo kit and associated accoutrement.

(* Other countries are available, but don't mention the War)

Thanks so much to Magnus for helping us choose a replacement cartridge for our Rega. Professional service and unbeatable value, we cannot recommend highly enough. While you re there check out their awesome range of Spendor speakers, we will be saving up for a replacement set when our BC1s have gone to audio heaven. Thanks again Magnus! Cheers, Anna & Rob

A really great experience. I come from a country area where Hifi is JB or Harvey Norman. I am so glad I made the time to visit Carlton Audio. The staff are easy going, professional and very experienced. In particular Nick,
he took the time to demo several speakers for me and was very honest on what would be the best option for my setup. My new speakers were freighted to me with no issues, and they are awesome! Thanks guys, Dan.

I love this place, the staff are super nice and don't pressure you at all and will gladly let you audition stuff and make you a nice cup of tea while you kick back on the couch.

When I was shopping for a CD player; Rab actually offered to lend me a Rega Apollo overnight to try with my own system (this was before I'd ever bought anything from them).

Have blown quite a bit here now but this is my first stop every time.

The best hifi store in Melbourne. Great range of products to suit most budgets and knowledgable staff

Nick Familari and the team were sensational over the 3-4 visits I made to the shop in Lygon Street. I was able to discuss my wants, demonstrate my music and was helped to find my preferred sound. Armed with that information, I was able to finally select speakers that not only suited my ears, but matched well with the hifi I d bought and matched my wallet as well. All the folk at Carlton Audio Visual were all passionate about musical reproduction, and not just at the esoteric, expensive end. While I was there someone was spending on a cartridge what I was prepared to spend on my whole hifi, and I received just as much attention. I ended up buying the Theophany Psuche Bookshelf speakers, and love them.
If you care about excellent range, caring customer service and good pricing, visit these guys!

Have bought speakers, projectors, screens, and other kit from here in the past. Staff are professional, knowledgeable, and always ready to help.

Cheers for going the extra mile, boys!

Its great to have such capable staff with a passion for something sharing theirs with customers who are learning the world of audio. What a fantastic local business!

They have a lot more speakers in stock than anything else in the store!

I purchased a Projector a month ago and the customer service from Darren was outstanding! Not only that he took considerable time to demo the unit, he also gave me the best price whilst other competitors could not even be bothered returning my calls. After sales is where Darren really shines as many wouldn't follow up or would be bothered to respond/resolve to any queries or issues after purchase. My unit eventually turned out to be faulty. Once Darren was notified of the issue, he quickly followed up and contacted me for a replacement. I will definitely be back for any future purchases. Thanks Darren!

Today i visited Carlton Audio Visual with interest in purchasing a
headphone amplifier , i was met by Salesman Ben who welcomed me to the store , showed me around and proceeded to set up a demo of a headphone amp i had noticed but knew little about , thanks to Ben's informative welcoming and patient demeanour i felt most confident in the product and proceeded with the purchase . Upon leaving we needed to get to our motel near Southern Cross Station , Rab Turner offered to run me and my partner back to our motel as we were in need of a taxi which was most generous of him. I would like to thank Ben , Rab and the friendly staff at Carlton Audio Visual for making us feel so welcome .

Kind regards
Phillip & Cheryl.
Tas.

for making our visit such a enjoyable experience .

I'm too scared to visit this place.
5 steps is and I've spent $20,000.(In my imagination ;)).

Seriously, this is the best shop for a true audiophile, great service and knowledge.
I'm trying to keep away but I need new amp and speakers.

Was chatting with my neighbour a couple of weeks back and his suggestion was "Have you thought of getting a good set of headphones".

To which I replied, "my house is on stumps and when I listen to music I enjoy the whole house vibrating with the bass".

A very good experience that makes me want to spend way more than what I can afford thanks Regan

Carlton AV gave me excellent service and a great 2.0 setup that is superbly suited to my needs. I had done some research before visiting, and the items I had planned would have made for a decent setup, but the shop steered me in a much better direction and the end result is complete listening satisfaction. At no point did I feel pressured or under the "hard sell". The facts were laid out to weigh up and the decisions were all mine. I particularly liked the free service of setting up a new turntable and cartridge (with the correct tracking weight and angle etc) before taking it home. Everything was setup properly and ready to roll when I connected it to the amp. My vinyl never sounded so good! Recommended, happy to give CAV more business in the future.

If you're willing to spend a bit of money on your audio equipment, then you need not look any further. Great equipment and a genuine interest in servicing your needs rather than sell you a product with the biggest profit margin. Highly recommended.

Purchased some speakers and an amp, assisted by Martin. Excellent service, took the time to demonstrate all equipment and assist in making a sound decision. Also gave me a good deal. Highly recommended.

Most honest and friendly staff. Top high end stuff, subs and speakers. They've got stuff that you can afford and stuff no one can afford. Lol.

Sounds like a nice place to visit but buying online was a bad experience. An order for in-stock items was "lost" until I called after 5 days. Two promises to call back were not fulfilled. Items were then sent by normal post despite the fact that I had paid for express post.

I would like to thank all the staff at Carlton Audio Visual for their exellent service and advice. I took in my dad s old Bower & Wilkins DM2 speakers from 1976 and Reidun helped me through the transition to a new system to suit my needs without pushing any certain product like a lot of other stores. Using her wealth of knowledge and experience as an audiophile and a classically trained musician she was able to listen to my needs and easily determine exactly the right pairing of equipment to reach my goal and within my budget. My new Legend Acoustic speakers and Rotel amp are so revealing compared to what that I had I can no longer bare listening to music on any of my other systems. Thanks Reidun you rock! I would also like to thank Paul and Martain for their exeptional attention to detail and love of sharing their trade. Also thanks Rab for the coffee . Just a fantastic all round experience far beyond any thing I have ever had . If you haven t visted this place get on down there you will not be dissapointed.

Great customer service.Gave me 3 options for the 2k mark.Have been invited in to try the different options before purchasing.

I've been to Carlton Audio Visual for a few things over the past couple of years and cannot recommend them highly enough.
The staff have been highly knowledgeable and accommodating. I've had a couple of small issues with products I'v enough but they've gone the extra mile to make sure I walked away happy.

Absolutely amazing experience extremely polite and knowledgeable people especially for someone who is only just getting into the audiophile world highly recommended for people looking for top quality audio equipment

I've purchased my entire suite of audio visual equipment from Carlton Audio Visual over the last five years, including Amplifier, CD player, Hi Fi Speakers, AV Receiver, Sub, Surround Speakers, Turntable, Cartridge and Phono Stage. The reasons that I keep coming back are simple: Brilliant Equipment; Great Knowledge and Honest Advice; Very Competitive Prices; Exceptional and Friendly Customer Service. To give you an example, I recently purchased a new Turntable and Phono Stage. When I set it up at home, I wasn't entirely happy with the sound. I explained my issues via e-mail to the team which resulted in Darren coming out to my home (over 30 kms from CAV) to check out my entire set-up. He balanced my turntable, very slightly adjusted the down force and anti-skate, plugged my cables in the right way (who knew cables were directional, maybe everyone except me!) and the issues were gone. This is why I will be a CAV customer for life and would highly recommend them to anyone looking to purchase Hi Fi equipment.

if your looking for serious HiFi without the pretentious factor associated in the industry Carlton Audio Visual is the place. Great people and excellent real world prices.

Purchased Denon soundbase yday. As a couple of older technically challenged customers, Martin could not have been more helpful. He even jumped onto his computer to complete product registration /warranty extension for us. We had the usual sound problems associated with modern flat screen TV sets and the Denon he recommended is an ideal mid range solution to the problem. Our sound experience has improved enormously. Thanks again Martin

Amazing service. Wanted a new cartridge for my turntable, and dealt with Darren. His knowledge and helpful service ensured I left with the right cartridge and a great sounding TT. Highly recommended.

Ordered and paid a deposit on a Marantz SA12 SE on January 6th. The unit had to be ordered in. Paid the balance on January 11th.and received it here in Adelaide on January 13th. Congratulations to Carlton AV on fast efficient service. Paul was friendly and helpful. I had researched the unit extensively on line and was confident that I was choosing well. Paul followed up with a phone call to check if the unit had arrived safely and to see if I was happy. He gave me some advice regarding the running in of the machine.

Two weeks previously I bought a pair of Dynaudio Special 40s (they really are special) from Carlton AV and received the same excellent service.

Thumbs up all round.