Circuit City

199 reviews & complaints.

Most Popular | Newest | More Options >
More filter options:
Circuit City Scam
Posted by on
Yes the brick and mortar Circuit City is out of business. The internet site is alive and well with excellent pricing and no hassle 30 day returns. They had the best price on a Samsung 23 inch LED monitor that I wanted. Amazon had the same price but the order is placed with Circuit City. I went directly to them to order. When I got the order confirmation they included a software product automatically that I did NOT order. "FREE with purchase 6 month of CA Anti-Virus Plus-Includes Software Automatic Renewal Service." Huh? It's bad enough when greedy companies try to auto renew you on a software product that you have purchased. Circuit City takes this one step further and adds an unauthorized software product to your purchase. I was smart and beat them at their own game, I used PayPal. They did not get my C. C. number. Circuit City then sent me a second email. "You have been opted out of our software subscription automatic renewal service because your form of payment does not qualify for the ARS program." Screw them. Glad I used PayPal. Be forewarned.
     
Read 14 RepliesAdd reply
User Replies:
Churro on 07/31/2011:
Good info Ok4now. That seems kind of sneaky. I'll keep that in mind if I ever do business with Circuit City online.

Good review!
Anonymous on 07/31/2011:
Where's the scam? I agree it was a good idea to pay with Paypal, saving you the hassle of cancelling and uninstalling the included with purchase software program, but I don't consider it a scam. From your description, they were very clear and upfront. Most of my new fangled gadgets come with automatic unasked for extras that if not useful to me just get deleted after setup.
ok4now on 07/31/2011:
ript: Read the post again. I placed an order for a monitor. After the order was placed they included free software that was NOT purchased or authorized. They did NOT disclose this when ordering. How were they "clear and upfront?" This is why it is a scam.
Sparticus on 08/01/2011:
Nice catch. Total scam. Most folks would never realize the "free" 6 months was going to cost them the second the free trial ended.

Thanks for the warning.
Alain on 08/01/2011:
I didn't know that Circuit City was still in existence. Including 'free' software and anything that has 'automatic renewal' annoys the heck out of me. Thanks for the information, Ok4!
jktshff1 on 08/01/2011:
Great review and info
Churro on 08/01/2011:
Sounds like a scam to me.
trmn8r on 08/01/2011:
If you don't download the software, are you enrolled? The way I read the promotion, you are enrolled when (if) you install it.
Anonymous on 08/01/2011:
Thank you, OP. I will never order from Circuit City. Let their web business disappear along with their stores.
Whiteduck on 08/01/2011:
Excellent review. I assume that Ript doesn't mind being hassled incessantly by "creditors" that he has never intended to do any business with. And anyone that reads this site knows that being right about something isn't even half the battle.

If this only applies if you install the S/W, then it's a minor scam. If it applies even if you don't then it's criminal. Either way, bad way to do business.
ChuhBaca on 08/01/2011:
I don't know if it's illegal, but I would definitely call this unethical. So, they were attempting to set you up with auto-renew using the same payment information you provided for the purchase? Awful.
Anonymous on 08/01/2011:
Seems like a scam to me. They have not right installing or renewing software with your consent.
Anonymous on 08/01/2011:
It ticks me off to no end when these companies think they are doing you a favor by auto renewing your subscriptions.
ok4now on 08/01/2011:
trmn8r: No I did Not download the software. Circuit City sent me a download link with the license key. This is the bait. I caught the scam first. Had I done this and used my C.C. they would have auto renewed me after 6 months. Most people would have probably forgot about it by then. This is what they're counting on. What a horrible unethical way of doing business.
Close commentsAdd reply
My Big Purchase Experience With Circuit City
Posted by on
ORLANDO, FLORIDA -- RE: 06-20-2008 Circuit City Dispute

To whom it may concern:

Purchased a 73” Mitsubishi DLP Widescreen Television from Circuit City (400 N. Alafaya Trail, Orlando Fl, 32828 407-2739621) at 6:57PM on July 19th. The box was loaded onto a pickup truck by store employees and a few of our friends. The television was delivered to my residence. My daughter and I opened the television box by removing the packing straps. We lifted the box clear of the television and started to clear away the packing wrap on the television. I noticed that the right side of the television screen was bowed out, protruding past the edge of the television. There was a good size gap that one could see what appeared to be mirrors laying loose on the bottom of the set. I took two pictures of the gap in the television screen and my daughter took a video with her telephone of the four sides of the television. It can be seen from the video that the base of the television was still wrapped on all sides.

We packed up the television and I tried to call Circuit City to tell them the television was damaged but the store was closed. It was decided that we would return the television first thing next morning. I rented a pickup truck and we loaded and delivered the television back to the Circuit City Store.

The television was unloaded by one of the store employees and I told him that I needed to return the television because it was broken. I went to the Customer Service desk and both the person behind the counter and myself walked over to the corner of the store where the television was left. Two of the store attendants started to open the television box by opening from the top instead of just lifting the box off of the television. When the box is removed another store employee pushes in the protruding screen back into the frame. No one has spoken to me. I ask what is the delay and the say that they have to wait for “that man.” The man comes to the box and says nothing to me. He looks at the box and then starts to examine in minute detail the television. I show him where the screen was protruded and one of the other store employees points out where it appears that there is something pressing against the screen from the inside. The Man moves the packing material from around the lower corner of the television and then walks away. He is talking on the telephone in the distance.

The Man eventually returns and apologizes and introduces himself as the store manager and that he had spoken with the district manager. He said since there is not apparent damage to the carton and that there is damage to the set itself in the two locations that Circuit City would not exchange or refund the cost of the television. I was very upset. The television costs 3000.00. I reiterated to him that the only thing that we did was cut away the straps, lift off the box, clear away the packing and stopped when we saw that the television screen was protruding. He stated that the mirrors were broken and the corner of the television was broken as well. Since there was no damage to the box and that they would not have given us a broken television that Circuit City would not pay refund or do exchange. I ask to speak with someone higher and he said that he has already conferred with the Regional Director. I speak with the Regional Director. The regional director just parrots the Store Manager’s decision that no refund or replacement since it cannot be proven that the damage to the television occurred in Circuit City.

I again told him that all we did was open the box and discovered the damage. We put the box back on the television and delivered it to Circuit City. I told him I was expecting him to stand behind their guarantee and their product. I did not do anything here but open a box and that I was being stuck for 3000. He said that he was sticking by the guarantee and that the guarantee says in its original condition. I told him that you sold it to me broken and I am returning it to you as I received it. He was unconcerned and that his decision was final. I told the store manager that I was going to stop the credit card because I was not going to be taken advantage of and stuck for a television that is broken that I did not break. He said I should go through the Manufacturer-Mitsubishi. He said that is my right if I wanted to contact the credit card company. He also gave me a telephone number for Corporate. I called corporate and spoke with gentlemen…I told him the entire story.

He said he would talk to the store management and would be right back. After being on hold an inordinate amount of time he came back and said that there was going to be no resolution and basically repeated what the Store Manager and Regional Manager said about no refund, no exchange. I told the store manager that it was not right that we were being stuck for the $3000 and that there was not going to be a refund. He said that if they took the television back that they would have to write off the $3000 and it was not in their budget.

Note: I do not understand the issue of the condition of the box. If the box is not damaged then Circuit City does not cover the television. If the box is damaged—does that mean they would cover the damage or would they infer that the damage on the box was after the Television left the store and therefore would not cover the damage to the television---damage to box=no coverage; no damage to box=no coverage. I am at a loss.

Now what you have is my wife, daughter and me…alone…near an unpacked and broken television within Circuit City while all the employees went about doing their business. Circuit City was done with us. The implication is that we unpacked the television, broke the television, put the television back in the box, and then attempted to return a broken television. The reality is that we purchased a television in good faith, brought it home, discovered the damage, documented the damage, repacked the television, brought the television back for a refund/exchange and were denied and left felt as if we were crooks or felons.

I called the Bank of America Credit Card company billing disputes. I related the story of the television, our treatment, the refusal of Circuit City to refund/replace, and implication that we were at fault. The BOA advised me to take the television back to the house, document everything that happened in a letter to BOA, and send letter to BOA in Wilmington Delaware. She was incredulous on how poorly the Circuit City staff and employees were handling this situation. She asked me if we had purchased any warranty with the television. I told her we had paid an additional $289 for an Advantage Warranty. The BOA representative said to go home and call the warranty people and document what they said about the television.

I called the warranty people for the Advantage warranty. I spoke with a gentleman. I related the entire story of the television and my efforts at getting a replacement. He said that the warranty that I had was for service and repair and not for the type damages that I had discovered. He could not believe that they inspected the boxes and did not give my money/replacement. He wanted to know what the inspection of the box was all about that they should have just replaced the television because it was broken. He offered to work through Circuit City Corporate to see if he could get a resolution. After a long time on hold, I was turned over to a woman named who said the resolution to my issue was that she “could not overturn the decision of the Store Manager or Regional Manager.” I told her my story and she said that she understood but if I felt the television was defective that I should work it through Mitsubishi.

I called Mitsubishi and spoke with customer service. I told her the entire story about buying the television, partially unpacking the television, noting the damage, returning the television to Circuit City, Circuit City’s unresponsiveness and shoddy treatment. She told me to speak with Mitsubishi Warranty to see what they could do if anything about the situation. I called Warranty. I told the Warranty Rep the entire store and she said she would open a case and asked for particular damages that I could see on the television and particulars as to Model, Serial, and date of purchase information. She put me in touch with the local service representative for Mitsubishi, a local Electronic Store. I called store and told her my story and arranged for her to send a technician to examine the television on Monday afternoon (June 23).

I am very disappointed with the shoddy treatment of Circuit City and their treatment of me, my family, and my purchase. This was a major purchase for us and now we are out three thousand dollars with limited recourse with Circuit City. They have washed their hands. I have filed with the BBB, filed a complaint with the BOA CC, and shall continue to fight for a refund or replacement. The entire situations is shameless.
     
Read 6 RepliesAdd reply
User Replies:
Anonymous on 06/21/2008:
Your post illustrates a good reason to open the box in the presence of employees while still on-site. That's the way I plan to do it from now on.
samtheman on 06/21/2008:
Ripped off, this is an excellent review. It's terrible that this has happened to you and I hope more folks read this so they can become aware of CC's handling of this situation. The bottom line is that they should have taken care of you, regardless of whether or not the box was damaged. I normally don't inspect an item I buy unless the box is damaged when purchased, if the box is fine, you have no clue that the item is in less than perfect condition. My days of shopping at CC are over. I wish you luck with getting this fixed.
Ripped Off and Disappointed on 06/22/2008:
I am sorry but in the heat of the moment I put July 19th instead of June 19th. Sorry for the inconvenience.

Update: To this date I have filed complaints or related this incident with the Credit Card Company, BBB, State of Florida Consumer Board, Orange County Florida Consumer Board, this forum, AARP, Consumer Protection Board of America, Family, Friends, Neighbors, cable installation man, Mitsibushi Electric---the list will continue to grow. I do not know how they can get away with this..it is not fair and it should be illegal in some way. I purchased TV in a pristine box, took the TV home in a pristine box, opened the pristine box, discoverd the damamge, took picture of damage, put box back on TV, returned Broken TV in pristine box to Circuit City, Circuit City opens Pristine box, sees damage, says there is damange, and says they will not replace/refund TV because the TV is damaged. Bottomline they sold me a broken TV, I returned a broken TV and they say they will not refund/replace because the box is not damaged and the telvision is.
Sandra Kay on 06/29/2008:
I am so glad that I read your review. My husband and I were just about to go buy our first widescreen TV and we were planing to go to Circuit City today. There is no way we will be going there after hearing about what you went through. There but for the grace of God (and knowledge of your experience) could we be, in your same frustrated, upset,and cheated position. I don't like trouble so you can be sure I'll never go to Circuit City for anything. There are plenty of reputable stores to choose from. In fact I have printed out your complaint and am going to share it with all of my friends and coworkers so they can learn from your experience and not have to suffer the same type of treatment themselves. Thank you very much for recounting your experience and for taking the time to give all of the details of your experience with all of the contacts who are supposed to be of assistance in a matter of this nature.
kdlady952 on 07/07/2008:
I completely feel for your situation. The same exact thing happened to me . I recently bought a plasma 50 inch Samsung HpT5054 television on 3/19/08. The television was picked up at the Tampa, FL 33647 Circuit City store on 3/25/08 and transported home carefully. I was planning to move in a few months and had bought the television on sale because I was worried that there would not be a similar deal in the future. Given that I would be moving in three months, I left the television in the box. Since I also bought the Circuit City Advantage Plan for 3 years, I assumed that any problems with the television upon opening would be covered. I was completely wrong and am now paying the price for an almost 1800 purchase.

When I finally did move on 6/28/08 and opened the box, the complete plasma screen on the inside was shattered. There was also damage to the top and back panel of the television which appeared to be mostly cosmetic. The television looked like it had been dropped on the top and side several times. There was absolutely no way that this was done by me or my boyfriend upon moving. We had kept the box upright and strapped it down tightly upon moving. Additionally there was no denting or deformation observed on the box which would have warned us that the television may have been damaged.

I have called the Circuit City customer service and the Samsung manufacturing customer service. Circuit City and Samsung refuse to help in any way. You at least were in the 30 day return policy I however feel completely hopeless. Best of luck and if any thing good comes of the situation let us know.
Dotherightthing on 07/11/2008:
This almost identical situation happened to me at the Circuit City store in Tigard, OR, except that they also generated lies to justify their position in my case. I posted it as a complaint (39251) in My3Cents instead of a reply to yours in hopes that more people would see it and more people would refuse to shop at CC.
Close commentsAdd reply
This Is A Huge Rip Off, I Still Have A Broken T.V.
Posted by on
2 years ago, my husband and I bought a 26" Polaroid LCD HDTV from Circuit City for $1399.99. Having worked for some of their competitors, I was a believer in the extended repair or replace warranties, so we bought the 3 year Circuit City Advantage Protection plan for around $300.00. We felt like a repair or replace guarantee was a good investment because we aren't rich and we wanted to make sure we had a back-up should the T.V. fail in the first 3 years of ownership. Fast forward to December 2007, and we start having problems with the t.v., it would make this horrible popping noise when you would turn it on and the start-up Polaroid logo would flash in and out. It was quite ironic, since the week it went we had received our renewal to remind us that our warranty was expiring in May 2008 and to give us the option to renew for another 1-3 years.

Well, I called up the Advantage line to get my repair claim started, and also clarifying with the woman that we would have the T.V. replaced in a timely manner if it couldn't be fixed and that it was going to be fixed in a timely manner and she said oh, yes, absolutely, we'll have your t.v. taken care of in about a week. We called them right before Christmas, so the soonest they could get the repair guy, of course due to the holidays was Dec. 31st, which wasn't a problems since we were going to be out of town.

On Dec. 31st the repair guy shows up during the allotted window they said they'd be there to look at the T.V. He informs us after watching the behavior of the television, that it was the power supply going out and that they were going to have to order it, and so since we still had some functionality to our, T.V. (Only one we own) he would leave it and come pick it up once he found out if he was going to be able to get the part. He also informed us, that rarely were they able to get the parts for Polaroid, so then, most likey to expect the T.V. to be replaced.


2 days later, the T.V. won't turn on at all. Now we have NO T.V. So I call up the T.V. contracting company that was going to be fixing the T.V. and they come and pick it up the next day. Now, since it is the weekend of BCS championship, in Baton Rouge, we were told to wait and call for an update on the T.V. the day after the game. So on January 8th, I call the repair shop to find out the status of the repair, and I am informed by the repair shop that the part is on back order and it will be 10-14 days before they get it! Now at this time hearing that news, I'm not happy at all, he tells me that he will call me back later that day with an update. Well, later that day he calls up with a correction, (Just like the guy who picked up the t.v. originally told us) the part is unavailable, and there is no compatible aftermarket part available that would work with Polaroid and that they have notified the Circuit City warranty people. So I call Circuit City Advantage and I'm informed that they can't authorize a replacement, and they direct me to Consumer Relations. Well the first girl I talk to says, that she cannot Authorize a replacement until they first refer it to their "TECHNICAL" department because they have to try to get the part first for the repair company. Then ask, "Well, how on earth do you think that you can get the part if the repair company can get the part? Just replace my t.v. and be done with it! It's been 2 weeks since the T.V. quit working properly, and I want a functioning T.V.! She tells me there is nothing she can do until their technical department looks into it and to call back the next day.
So I call back the next day and I get this jerk of a guy who answers and I give all my information AGAIN to him and explain what is going on. He proceeds to tell me that they are going to proceed with the repair and that they were going to obtain the part and that they were not going to issue a replacement. I told the guy that this was our only T.V., we spent $1300 on it, and that I could get a bigger, better T.V. for less today, and what on earth was the problem with replacing it since they cost less today, than 2 years earlier! Well he then offers me a $100 rental reimbursment, so that we can go "RENT" a T.V. for a few weeks, while we wait on the part and the repair. That really angered me, because 1, renting a T.V. would be more than any $100, and 2 we'd have to pay out of pocket and then mail the invoice to them, and then it would be 6-8 weeks before we actually saw any reimbursement. I told the guy, absolutely not, I want my T.V. replaced, the part is unavailable. He said he was not going to authorize the replacement. I then demanded to speak to his supervisor, he coldly says, "I am the supervisor, there is no one higher than me to speak to." I said, you have to have a boss, you aren't the owner of the company, and he again repeats the same line! (I later found online, someone else who had issues with this plan, got fed the same line I did!) I hang up the phone infuriated, that was on Wednesday, January 9th.
Well then on Thursday, January 10th, we come home to find a "Sorry We Missed You! Please call us!" flier on our door from the T.V. service company, it was too late to call them that evening, so I called them on Friday, January 11th, they inform me that they were trying to return my T.V. Well that left me and my husband with the impression that our T.V. had been fixed and they arranged to drop it off with me for today (Saturday Jan. 12th).
Well this morning when they delivered the T.V., the gentleman who brings it back inform us that they did not repair the t.v. and that the power supply is no longer made by Polaroid and that we need to get it replaced. So we load the T.V. up in the car and head to our local Circuit City to get a replacement T.V. (or so we thought.)
We get to the store, and I'm getting angrier by the minute, because as we loaded the T.V. in the car, my husband noticed that the control buttons (like the power and volume) on the side of the unit are not there, just the holes where they had been, and that screws are missing (yeah, we know the t.v. is broken, but still, return it in the condition you took it in, is the principle there). We get to the store and ask to speak to the manager, well we are informed that the store manager isn't in and that we need to speak with the T.V. Sales Supervisor. So we go over and wait for about 15 minutes because the store was very busy. Well, we finally get the supervisor, and explain to him what is going on, and that we want our T.V. replaced. He asks us if we have a claim number from Corporate, I informed him that calling today did us no good because we got no where, and that they were telling us one thing and the repair people were telling us something else and that we are fed up, the T.V. hasn't been working properly now for a month and we want it replaced, like it said "No Hassle repair or replacement." He then goes to the back and disappears for a long time and then comes back and gives me the same phone number I already have, where the jerk told me there was no one higher than him to speak too. The supervisor says he "understands" my frustration but he has to have a claim number from the warranty people to replace it with the T.V. the warranty people pick out. That really got me, and I said, wait what, you mean they are going to tell me what T.V. to get, No, I want a T.V. that cost the same price that we paid 2 years ago, that's equal value! He said, well he can't do anything because he needs the claim number, by this point, I'm getting louder and louder and saying that this has turned out to be the largest ripoff, and the biggest hassle, and he kept say, you'll have to call them, and this takes time. By that point I'm so angry, I tell him that we will NEVER buy anything from their company ever again, and that we were going to get online and post this experience everywhere we could and tell everyone about what a scam and HASSLE, this NO HASSLE warranty turned out to be. Then as I was walking away, there was an older couple look at a T.V. and I loudly said to them, "Don't let them talk you into their Advantage Protection Plan on a T.V. if you buy one here, it's a ripoff and we're now a month without a working T.V. and we still haven't gotten this resolved!" The older gentleman's eyes got really wide and said, "Are you serious?" And I said "Yes!" and stormed out of the storm.
So Monday I'll be calling these jerks demanding my claim number and the right for $1399.99 value on a replacement at Circuit City and I WILL NEVER BUY FROM THEM AGAIN.
THEIR EXTENDED WARRANTY IS A BIG FRAUD AND SCAM!!
     
Read 4 RepliesAdd reply
User Replies:
MRM on 01/12/2008:
As I've said in last several posts, warranties are worthless. "Bvannorman," please keep us up-to-date on this endless saga as I am curious to know if they are replacing your tv or not.
Anonymous on 01/12/2008:
I don’t ever shop at crooked city If I need electronics ill go to Frys or Best buy. You should never buy the off brand TVs they always are Garbage especially the Polaroid and the truetech tvs. Sony, Samsung, LG, RCA ,Phillips those are the best sure they cost more but they last longer. Like MRM said warranties are useless hope everything works out.
*Brenda* on 01/13/2008:
MRM, warranties aren't worthless. It all depends on where you get them. I have used several warranties with great success and thank god I had them otherwise I would be out a lot more money to replace those items!
krusshel on 05/19/2008:
It is currently 5-19-2008, My TV stopped working March 9, 2008, My TV is a 50 inch so it requires home repair service. Todate no one from the repair company has been to my home to repair and when calling they state they are waiting for parts (parts they think based upon my discription of what was wrong with the tv) So I would never ever buy another Circuit City Advantage Plan for a TV furthermore I will not buy tv's from them anymore. Clearly they do not care about the consumer
Close commentsAdd reply
Circuit City Complaints
Posted by on
Remember those recent Circuit City commercials showing customers in the return line advertising the company's easy return policy? Those days were short lived. Circuit City charges restocking fees, has horrible customer service at the stores and at their corporate office. It's hard to get anywhere calling their 800 number. Let's cut through the red tape. Here is Circuit City's contact information:

Contact Circuit City

Circuit City
9950 Mayland Dr.
Richmond, VA 23233
Customer Service: 800-251-2665
Fax: 804-527-4164

John Milliron, Executive Response Supervisor
Phone: 800-251-2665
Fax: 804-934-3865

Mikele Ervin
Executive Response Specialist
Office of the Chairman, President, and CEO
Circuit City Stores
(804) 527-4000, ext. 3221

Mary Louise Roberts
Circuit City Legal Department
Mary_Louise_Roberts@circuitcity.com

Anna Marie Henderson
Circuit City Legal Counsel
amhenderson@kaufcan.com
Fax: (804) 418-8248

-File a complaint with the Better Business Bureau
www.bbb.org

-File a complaint with your credit card company

-File a complaint with your state's Attorney General's office
http://www.naag.org/ag/full_ag_table.php

-File a complaint with Virginia's Attorney General's office. This is where Circuit City's corporate office is located.
www.oag.state.va.us

-If Circuit City still does nothing, file charges in Small Claims Court.


Circuit City Telemarketing Calls
If you get a telephone call from 804-747-6434, it's probably a telemarketing call from Circuit City's Warranty Department. The address that the phone number is registered to is Circuit City Express, PO Box 42344, Richmond, VA 23242.

     
Read 17 RepliesAdd reply
User Replies:
Doc J on 06/23/2006:
I have general approval for restocking charges; provided it is not exploitive or applied to cases where the item was not opened (verifiable). After all, if the item is not faulty, why should business restock sold items because the consumer was fickle or used an item (like a dig-cam for a wedding) and returns it. That said, this post was cut and pasted into my resources. Thanks for your work on this.
Brenda Leah on 06/23/2006:
I never had a problem with returns at my local Circuit City. They have always been smooth. Restocking fees are there for a reason, as doc said. Ever see those open box items that are discounted? Yep. Those are your non defective returns. They shouldn't loose out on money because you simply "didn't like it".
Anonymous on 06/23/2006:
Mary and Anna are sure going to become victims of the spam robots. Don't you have a Fry's in your area?
Anonymous on 06/23/2006:
CC sux
Anonymous on 06/23/2006:
What Sheriff said.
pennypicher on 07/07/2006:
Got nailed with a $127 restocking for a digital camera set up that took sucky pictures. Going back to old film. Won't go back there!!
BinkeyRUS on 09/06/2006:
I am interested in hearing whether or not your problem with Circuit City was resolved to your satisfaction. I ask because my household is experiencing a complete ignoring of our complaint. As you recommended in your posting, we contacted the BBB and the Attorney General's Office. Additionally, we contacted our local network TV station dealing with consumer issues, and wrote to the store manager of the CC we purchased the malfunctioning equipment from in November 2005. Nada! We seem to not exist on anyone's radar screen.

I hope you had positive results with your complaint.

Thanks for your posting.
BinkeyRUS on 09/08/2006:
Update to my previous posting. On 9/7/06 I did get a call from a corporate employee responding to my inquiries/complaints. Matter has not been completely resolved but is certainly getting attention. As of this writing, I am satisfied with the contact and expect resolution within a week's time (we can hope).
Circuit_City_Stinks! on 10/18/2006:
I purchased a DVD recorder from Circuit City on-line as the item I wanted was not stocked in the physical stores.

On receiving it I found it was not working properly and promptly called Circuit City. They emailed me a return shipping label and off it went back to Circuit City at no charge to me.

After 5 days the return arrived at Circuit City and I called the next day to confirm the tracking information was correct and to find out when they would be sending me a new one.

The normal support person could not know how long it would take so I asked to speak to a manager.

They transferred me to the "Head Office" and I spoke with a "manager". He told me it would take up to 14 days to send one back out. (plus 3 to 5 days to receive it) I was not happy to hear that it was going to be a MONTH before I would even get to use my $400 DVD recorder.

I tried to explain to the manager that I would have been better off just returning it to the local store and ordering a new one and this person started arguing with me that that was not possible as they did not stock it in the stores. "You said that yourself" he exclaimed. He obviously didn't understand the point I was trying to get across and did not want to hear it.

At this point the "manager" became BELLIGERENT with me so I asked for his last name. He said they don't give this out for security reasons and instead gave his manager number. I asked to speak to his supervisor. He said he was the supervisor. I said no I want to talk to your boss. He said he was the highest one at the company. (funny stuff Reggie is the Boss at Circuit City) I told him never mind I would call his Corporate office. He said he was the Corporate office. (funny stuff Reggie is the Corporate office) I thanked him and hung up.

I then called and left a voice mail for "John Milliron, Executive Response Supervisor" at the number above. (after I went through their prompts)

I received a call about an hour later from a woman who had a thick accent and could not speak English very well. She wanted to know why I called them and "what she was to do for me". I started to explain and she QUICKLY became BELLIGERENT raising her voice and arguing with me. I thanked her for her time and told her to never mind I would take care of it myself.

I promptly called the support line back and cancelled my $400 order. I'll be calling them in the next few days to ensure my credit card was refunded. (there better NOT be a restocking fee)

Last year I purchased a $4000 wide screen plasma from Circuit City and the year before a $600 speaker system.

WELL CIRCUIT CITY HAS JUST LOST MY BUSINESS AND I'M TELLING EVERYONE MY STORY!

I will NEVER purchase from Circuit City again EVER. They have lost me as a customer forever.

If you ever purchase from them (which I don't advise) I recommend you only purchase from a physical store that you can return the broken items to without any hassle. The MANAGEMENT does not care and this goes right up to the "Executive Response Supervisor".

Circuit City is a joke and if you ever talk to REGGIE the BOSS over there, give him a big kiss for me, he's the best!
neebird on 01/07/2007:
I am having a horrible experience with an HP desktop purchased at Circuit City. Thanks for posting the contact information.. I have used it and will let you know if I get a response. Meanwhile, what store would be better to buy from? I see that Best Buy has complaints as does Dell.Thanks, Neebird
disco legend zeke on 06/07/2007:
I almost never go into a Circuit city. There was a new one up the street from my house so I gave it a try.

Walked through the aisles, saw something I wanted, the price was clearly marked.

When I tried to buy it, it was suddenly "not for sale"
I took a photo of the price tag with the model number.


The store manager gave me an incorrect phone number for the legal office. Probably just to get me out of the store.

By the time I got home it was too late to reach anyone, I yelled at Mr. Ervin on his voice mail (I am sure he will appreciate that first thing in the morning!)

Interesting that their corporate headquarters are in one of the most faciest states in the union.
Small claims court here I come.
MAR3 on 07/30/2007:
Even if their prices are lower, I'd recommend shopping anywhere else - [BEST BUY] - rather than deal with the rude, dismissive and unprofessional Management at Circuit City. I purchased a computer, printer, and router - spent $2,000 and found the bill padded with all sorts of fees and software I hadn't agreed to. The printer [Lexmark] was defective and they wouldn't take it back without a restocking fee, even though their tech had the exact same trouble with it that I did and couldn't get it to work [defective ink cartridge.] Management was aggressive, confrontational and unprofessional. No one offered to find a satisfactory solution, or to replace the defective cartridge. [I had the receipt and had purchased the merchandise 2 days ago.] Circuit City's EXECUTIVE RESPONSE SPECIALIST at corporate has failed to return my call; FYI they can be reached supposedly at this updated number: 804-486-3221

Is it any wonder their stock is at a 52-week low and every analyst on the street has "downgraded" Circuit City? No company that's so egregiously disrespectful of it's customers can expect to thrive in a competitive environment.
Ricardo_Mata on 08/08/2007:
Hi! I added a message yesterday afternoon; it is pretty self-explanatory. Circuit City is, simply, horrible.

I tried to call the numbers listed here and could not get through to anybody. At the customer disservice number I got to talk to Angie who did not seem to understand what my problem was. When I asked if she was in Richmond, she told me she was actually in Manila, Philippines! I guess we all are supposed to learn Tagalog to able to get customer service from CC from now on.

GREAT JOB Circuit City!!!!
itsme01 on 10/15/2007:
Re Circuit City's 24-minute in-store pickup promo/policy:

Last week in my local CC store (Springfield, Mass.), a lower-echelon store manager told me I had to arrive within 24 minutes to pick up the item! She didn't have a clue, and even checked the security cameras showing when I arrived at the Customer Service counter! The policy is that the ITEM will be ready for pickup within 24 minutes from the date/time stamp on the online order. If not, the customer receives the item AND a $24 CC gift card.

Apparently, someone didn't get the memo at the Springfield, Mass. store!
Hidde on 03/18/2008:
On March 18th 2008 I was asked to pay for a repair that was not made to my laptop. The Circuit City service tech and his supervisor informed I was responsible for an OEM wireless card they said I needed even though that part did not fix the laptops problem. I had to haggle for well over an hour before they conceded to credit my charge card $130.00. I still had to pay the $90.00 troubleshoot fee even though my PC was NOT repaired. I would be embarrassed to consider charging a diagnostic fee then not make good on the repair. I will never step foot in another Circuit City store. Best-Buy is another 1/2 mile down the road, I will begin shopping there. Your employee’s short sightedness has cost you my family’s future business. A copy of this is also being sent to Best Buy for their use & enjoyment and also be posted on My3cents.com.
bad service at circuit city on 05/27/2008:
Circuit City is the worst company I have ever dealt with. They know nothing of customer service!!!!
whiwo on 06/06/2008:
On Sunday June 1, I went online and purchased a Sony headphone from the nearest Circuit City in my area. I wanted a Creative MP3 player which I had just purchased at NewEgg and found it at Circuit City for cheaper. So, I cancelled the order from NewEgg (which had already been charged and refunded 3 days later - no problem) and went to add the player to my existing CC order. Turns out, they didn't have it in stock, but another location 40 minutes away had both items. So, I cancelled the initial order at the first Circuit City (refund issued in 4 business days - acceptable). Shortly before I left to pick up the items, I received a phone call stating that the mp3 player was not in stock. I said fine, just cancel it and I'll pick up the headphones. I went back to NewEgg and purchased the player from them. The receipt I was given clearly showed that I was charged for the full amount for the player and the headphones, despite the fact that the player was not in stock. I contacted the store manager the next day and was told to "take it up with my bank" as it wasn't their "problem". Huh? I then called their toll free number and received someone from the Philippines who stated I needed to go back to the store and resolve the issue. Then I called back to the store to speak with the manager and after introducing myself again, he hung up. Furious, I went down to the store and politely spoke with the Assistant Manager who gave me another toll free number that routed back to the same Philippine station. This time, I spoke with another representative who understood the situation and noted the account and issued a reference number. She asked me to wait 5 business days for a refund. Well, it's Friday the fifth business day and no refund. Big surprise. So I call back in with the reference number only to be told by the rep that he could not issue a refund because his system indicated that the player was picked up and that I had already received a refund on Thursday. Once again, my temperature level was raised and I fully explained the entire scenario once again. I went on to explain that if he had the original order numbers (which he did) the first four numbers were for the exact store location. The refund he was referring to was for the Sony headsets, not an mp3 player. The other order number was for a different store location. I went on to explain that I have a valid store receipt that clearly shows I was built for both items, but only one of those items was picked up and the other cancelled. It also shows a credit for $73.54 (the difference between the headphones instock and them mp3 player out of stock), the amount I was to be refunded in 5 business days. He then proceeded to make a 3 way call and spoke with the assistant manager Mike Jones who verified everything I was saying. So now, I have to drive 40 minutes back to that store to get my refund which will take another 5 business days to receive. Outrageous! Circuit City has very poorly trained representatives and gives horrible customer service from the Management on down. I will never do business with them again and just stick to NewEgg and Amazon for ALL of my future purchases.
Close commentsAdd reply
poor customer services
Posted by on
CITRUS HEIGHTS, CALIFORNIA -- My sister, who’s Asian and does not speak English well, went to this store with a coupon (being a regular customer of Circuit City, she always received coupons). She purchased a few items including a camera. At the checkout line, there was a guy standing behind her (he was also Asian, BUT MY SISTER DID NOT KNOW HIM) and also bought the same camera. He asked my sister if he could share her coupon. My sister was not sure. Then the guy asked the cashier if it was okay for my sister to share the coupon, the cashier said it would be okay if my sister "did not mind". My sister then let the guy share her coupon. The cashier, knowing the situation, split the purchases up: he rang up my sister’s items first, added tax and then wrote the amount on a piece of paper. Then he rang up the other’s items. The other customer paid his due by his credit card while my sister paid hers by cash (And both of them paid to the cashier). All of this information was put on the receipt. The cashier then provided my sister and the other customer each with a receipt.

2 weeks later, my sister returned to the store to return a couple of the items. The cashier returned the money to the credit card, which belonged to a stranger, on the receipt and then told my sister. That was when my sister remembered about the other customer. When she tried to explain to him that the credit card was not hers and why it was on there to begin with, the cashier said it was too late and refused to do anything. My sister then asked to speak to the manager. The manager told my sister the same thing.

Since my sister's English was not good, she could not argue and went home to ask me to call the store. I called and talked to the same manager. He said that refunds were returned automatically to the credit card on the receipt. I asked him if this was the store's policy, he said "no." Then he claimed that it was my sister's fault because she let the other customer use her coupon without the cashier's knowledge. Then he went on to say that my sister had "used" the man's credit card to make the purchase and she was not supposed to do that. When I asked him, "Do you mean to tell me Circuit City let my sister use someone else's credit card without its knowledge?" he said, "I know where you're going with this and I'm not returning money to you."

I then called Customer Service. The person that answered said the office was closed and I needed to send an email before someone could answer to my complaint. I went on the Internet and wrote this letter explaining about the whole thing from beginning to end, including my conversation with the manager. In 2 days, I received a response saying that my letter had been forwarded to this store, which was not the same store I'd specified in my letter. Then I wrote another letter saying the name of the store and its location again and how I needed to speak to someone else since the manager refused to help me. I received another letter in 2 days with the request, "please give us the phone number of the store so that we can forward your letter to them" (?)

I got frustrated and called Customer Service again. This time I was transferred to somebody. I told her the situation. At fist she refused to talk to me, insisting that she must speak to my sister. I told her my sister did not speak English well enough and if she could provide a translator, I'd be happy to have my sister talk to her, since it already took too much of my time. She then asked me how the cashier was supposed to know if my sister had paid in cash. I told her my sister did not think about it at all, plus this information was on the receipt. The representative said, "no it was not." And yes, it was. And she did not go on to argue after I told her. When I told her I was mad at my sister for causing this problem, the rep said, "No, your sister was only being nice. It was not her fault. And I don't know why the cashier would let that happen. Normally Circuit City doesn't allow customers to do this."

Then she said she needed to contact the store's manager. She put me on hold while she talked to him. And when she returned, she told me that my sister had given the other customer money and that there was only one receipt. When I asked her to explain what she said, she refused, saying according to the manager, my sister spoke good English and I could not speak for my sister.

Later in the day, I had my sister call so that this rep could hear my sister speak English. She called and was told that the case had been closed and this had been explained to her sister, which was me.

Then I called and spoke with another rep. This person assured me that she would do some investigation and call me the following day since it was already late. I waited for the whole day and still did not hear anything. When I called Customer Service, I was told that since I'd been told to wait, I just needed to continue to wait. However, I asked the operator to let this rep know I called her and needed to hear from her. The operator took my message. I kept waiting and still never heard anything. Then I called back and this time I was transferred to... her voicemail. I left a message for her and asked her to call me back.

In the meantime, I wrote a letter to the headquarters office. I quoted their return policy which I found on the Internet. It says that "refunds will be returned in the same payment method." I pointed out in the letter that since my sister had paid by cash, and this information was clear on the receipt, the store failed to do that for her and she was entitled to receive her money back.

I also sent a complaint to the BBB.

About 2 weeks later, the person who'd promised me she would call me sent me an email. (She probably got my email address from the BBB and I don't know why she would not call me). All she said was, "I'm sorry for your inconvenience but we will not return your sister's money because of the way the purchase was made." She did not explain how the purchase was made that was a problem.

Then a few days ago, a person from the headquarters office left me a message with the same content, with one addition: "your sister did not pay Circuit City; she paid the other customer to pay Circuit City and therefore, we can only return the money to the other customer. I would suggest that hopefully you got the other customer's phone number and contact him". He did not leave a phone number for me to call back.

Now if you've read my review thoroughly, you will realize why I spent my time to do all the things I've done. Circuit City only came up with excuse after excuse. And in this process, it did not hesitate to make false accusations about the way my sister made her purchase, including that she used someone else's credit card, she spoke English well (so that it did not have to deal with me, someone who can speak English), and when it ran out of excuses - my sister did not pay Circuit City directly, which is really ridiculous and stupid for such a big company to say.

Many people who have heard this story are surprised why Circuit City would give my sister such a hard time. My sister would have even settled with store's credits. Yet in my opinion, the store owes her money. Circuit City probably believes, based on whatever the first cashier said, that my sister set the whole thing up so that she could get some free money.

And if that's the case, which I strongly believe it is, I really feel sorry for the company and the people who run it. My sister paid at least $200 for her items. The items that she returned totaled $31.00. (Yes, it was only $31.00 that created the whole thing.) If this was a setup, she could have returned everything. She was so desperate that she even asked the cashier to give her the other customer's phone number or credit card company so that she could contact the guy and ask him to give her money back. After all, she'd done him a favor. But of course she could not get that information. But most importantly, I spent many, many hours writing letters, contacting people, making phone calls and waiting on line. I have a job and I make much more than $31.00/hour.

Circuit City did not have the professional judgment to come up with the best resolution - for my sister and also for the company itself. Throughout its arguments, Circuit City only conflicted itself with its excuses - first it was because my sister did not notify the cashier, then because she was not allowed to share the coupon and she did it anyway, then she used the man's credit card, then the refund was returned automatically, then she did not pay, etc. It did not even bother apologizing for the poor customer service its employees did. But if losing many customers over $31.00 was not a big deal, why would it care about good customer service?

My sister was a regular at Circuit City. She's not anymore. And the same goes for my whole family and our friends. Hopefully for you too.


     
Read 5 RepliesAdd reply
User Replies:
dsmith68 on 02/14/2006:
Did the receipt show 1 amount charged to a credit card, or was it split up and showed items paid in cash and others with a credit card. I guess I am a little confused about what the receipt look like.

Regardless, companies like Circuit City care very little for customer service. The people are trained to use all tricks available to stop refunds etc. After all, they really do not care if they lose the occasional customer.
KateM on 02/14/2006:
I don't know if you can blame Circuit City for this one. The original transaction was so convoluted (sp) that I'm not surprised they couldn't make sense of it when she went to get a refund. perhaps had your sister explained the situation when she went to get a refund this could have been avoided. I'm sorry but not speaking English well isn't an excuse.
nomorecircuitcity on 02/14/2006:
The receipt shows the total amount, then the amount for cash payment, then for credit card. It does not specify which items were paid in cash. However, as described before, my sister's items were rung up first. The other customer also bought the same camera, but his camera shows separately at the bottom. Both of them paid their exact mount including tax.

It wasn't because my sister did not speak English well that she did not tell the cashier; it was just something she'd thought about. It's just normal thinking; if you paid by cash, you expect to get cash. She wasn't thinking about the other customer. Regardless, based on the excuses Circuit City kept coming up with, it wasn't because my sister had not told them that they refused to return her money. If they'd tried to rectify the situation, they could have at least contacted the credit card company or given my sister store's credits.
yoke on 02/15/2006:
Sounds to me like Circuit city needs to talk to the cashier and review any tapes. Why would a cashier allow something like that. Maybe your sister isn't giving the whole story?
Angry Tulsa Consumer on 03/21/2006:
We will never shop at Circuit City again and take the chance of getting 'short circuited!!'. Customer service ENDS when you pay for the product. All the salespeople look like they have brown noses. They did absolutely nothing to help us when we had a problem, just got the run around. Such corporations need to be boycotted.
Close commentsAdd reply
Warranty Rip Off
Posted by on
YORK, PENNSYLVANIA -- I am a fifteen year old girl. My parents got me a laptop computer from Circuit City for my Confirmation in March of 2006. Along with the purchase of the laptop, my parents also bought a three year warranty that extended onto the one year manufacture warranty. Shortly after receiving laptop, I had begun to experience troubles with it. Acer did a diligent job as to fixing it except for there was several scratches on the screen when returned. These scratches were not that bad so we didn't bother with following up on it.

Later on, my one year warranty with them expired and my two year warranty with Circuit City took into effect. Earlier this year, I started to notice that my laptop was beginning to overheat. It eventually got so bad, that the computer would shut down so that the CPU chip wouldn't be destroyed. My parents and I called Circuit City to have them take a look at it. My mother was on the phone with them for several hours before anybody would even agree to allow us to send it in. Despite our efforts, we received the laptop three or so weeks later with a letter saying that they are refusing to fix it because there were scratches on the screen, and something was broken where the charger is supposed to be plugged in. This upset us for several different reasons. First of all, the scratches on the screen would have had nothing to do with the fact that the computer was overheating. It was irrelevant. Second, when we sent it in, nothing was broken other than the overheating. The battery and the charger were working perfectly fine. That problem somehow occurred while the computer was in their procession.

This had greatly upset my parents and me. They spent around $1000 on the laptop and the warranty but Circuit City was refusing to do anything about it. Unsure of what to do, my dad and I went into our local Circuit City to see if somebody could possibly help us. One of the workers said that they would themselves and get back to us in a few days. When they did, we were once again told that it is our fault for all of those problems and they won't fix anything until we get the scratches and the plug repaired. They also told us that we should have bought accident insurance, which we were never offered to begin with. Then again, there was no accident, the fan in the computer is being faulty and causing it to overheat so much that it just shuts off.

Because of all of this, I now do not have a laptop and my parents basically wasted over $1000 plus hours of their time. With the holidays coming up, I know that many children will be asking their parents for electronics, maybe even laptops, and I would like to warn everybody about what had happened to us. It is devastating that such a well known company would treat some of their customers like that. We used to always buy our electronics from Circuit City but we will no longer be going back.
     
Read 11 RepliesAdd reply
User Replies:
Jop on 10/29/2007:
Young Lady, you have written a very good review of a problem that I hear often. Wish I could be of help but other than bugging them, there is not a lot you can do. I have had some success with BBB. Most companies do not like having a record at BBB. From what I have heard, I think I will stay away from extended warranties. Good Luck!
MRM on 10/29/2007:
Mary, warranties are worthless. Please take note of this as future reference.
killerklown on 10/29/2007:
You guys don't seriously think this is a fifteen year old girl writing this, do you? Please tell me you're smarter than that...
MRM on 10/29/2007:
I believe a 15-year old can write and talk like this. She could be in high school right now.
DigitalCommando on 10/29/2007:
KK, please tell me your smart enough to understand that a 15 year old girl might have had an adult assist with the construction of this letter. She has a valid problem with Circuit City. At what age do you need to be for this complaint to be credible to you? Does the desire to find fault with a post, override your desire to offer constructive help, or to at least remain silent?
Principissa on 10/29/2007:
Wow Mary, you wrote a very impressive letter. I am so sorry they are giving you the run around like this. If you don't get the satisfaction you need from Circuit City, I would take your complaint directly to the Better Business Bureau in your area. If you paid for a warranty they should honor it, not look for excuses why they refuse to fix it. I'm not a computer expert by any means but if your computer is getting that hot you may need to replace your fan. Don't take that as a sure fix to your problem, my seven year old is better with the computer than I am. Good luck!
miketech on 10/29/2007:
My daughter could have written a letter like this at 15, my son not so much. There are some thoughtful mature 15 year olds out there.
Back to the problem at hand, some theory, some fact.
Fact is Circuit City uses a 3rd party warranty company (probably someones son or brother in law owns it) so Circuit City can just say "Sorry it's a 3rd party vendor we are out of the picture." With the computer bought in 2006 that warranty company is probably about to go out of business and be replaced by another (probably the same with a different name and tax ID). See they have about a year free to collect money on the extended warranties because the manufacturer covers the repairs for a year. Then a few months of avoiding.
The companies I found that are good about the extended warranties (OK not great maybe) are Staples (they back their own extended plans) and CompUSA I believe they also back their own plans.
I wish I could have warned you about Circuit City cause I sure would have Mary.
Anonymous on 10/29/2007:
Preciousmary, very good review and well written. (VH)
Talkstraighttoyourface on 12/13/2007:
Good review. By the way, I had stop going to buy anything from Circuit City. I got my electronics from Bestbuy now.
DarknessSoars on 06/01/2008:
Just a quick note about this from an aspect that most people ignore. I actually work for Circuit City, yes they can be a shady company and they treat their employees like criminals and threaten to fire them when they complain on the forums about issues that should be looked into, but what I will give them is that what is stated in this post actually isn't true. First off Circuit City's basic coverage actually covers wear and tear, meaning even if the d/c jack popped out of her computer, if it wasn't torn out they would repair it. We've had similar issues like this at LEAST 15 times so far this year and you know the only time it was denied was when someone had actually spilled liquid on their computer previously and it had corroded out parts of the motherboard causing it to overheat and turn off. So from my EVERYDAY experience with these cases they probably actually spilled something and were mad that it wouldn't be covered because the story doesn't add up since they don't care about scratches on a screen so long as its not cracked, and they do cover loose jacks as part of the basic warranty.
bella1234 on 08/03/2012:
Best Buy bad to best is Amazon no tax no problem with returns and free shipping
Close commentsAdd reply
Circuit City Refuses to Refund Money for brand new, but Defective Laptop.
Posted by on
CONCORD, NEW HAMPSHIRE -- This is my letter to customer support. They have not responded yet.

Dear Customer Support,

Thank you for your time. I’m writing your company today because of a very frustrating experience I have just had with one of your stores in the Concord, New Hampshire.

The store in question is:
Circuit City
270 Loudon Road,
Concord, NH 03301

The person I dealt with was:
Sabrina (she refused to give me her last name)

Title/Position:
I was told she was the “manager or floor manager” and “CSA Lead”.

Make/Model: Toshiba Satellite laptop model A105
Ticket Number: 3769********
Purchase Price: $999.99
Payment Method: Credit Card

My complaint:
Last night on 2/23/06 I purchased a new Toshiba Satellite model A105. After plugging the unit in, I noticed that the battery charge light would not come on. The battery did not appear to be charging at all. After attempting charge it all night the battery would still not charge.

This morning I brought the unit to the same store I purchased it from. The technician on duty, named “JP” was very helpful. He investigated the lap top and agreed that the unit was defective. I then traded the defective unit in for the last unit of this make and model the store had on hand and brought it to the office.

Once I arrived at our office I found that this second laptop of the same make and model was also not working properly. It would not charge the battery. No charge light would come on etc.

I then went back to the store for the third time. I then spoke with the same technician and after spending 30-45 minutes in the store we came to the conclusion that this laptop was defective and would not charge the battery properly.

I was then told that they did not have anymore of that unit in stock. After spending 4 hours of my time on 2 different defective computers of the same make and model I had lost all faith in that product.

I then asked for a refund of my money. The person I dealt with “Sabrina”, refused to refund the purchase price. I asked to speak with the manager and she told me that she was a manager and refused to tell me how I could contact her superior. She implied that she was in charge and that no one else would do anything.

To recap my experience with this store and manager thus far:
1.Within the last 24 hours I have purchased 2 computers from your company.
2.Both from the very same store, both the same make/model.
3.Store personnel have tested both units and the batteries on multiple computers and found the computers to be defective.
4.I have been denied a full refund even though both computers were defective.
5.The best the manager “Sabrina” would offer me was to keep $150.00 of my money for all my trouble and give me $850.00 back. Is that legal? How on earth can you be charged a restocking fee for a defective item? Do they pass the same broken lap top around to multiple customers for $150 a pop each?

After the store’s refusal to refund my money I then contacted your Corporate Support office via phone. After talking to many many people and explaining the situation in detail numerous times the Corporate Support person contacted your store and attempted to negotiate a full refund of my purchase price (escalated reference #1m2*****).
The "floor manager", I assume "Sabrina" still “refused” to refund my money.

I have now lost all faith in your Concord area store and the Manager/CSA Leader “Sabrina”. If ever there was a time for a company to have offered good customer service this was it and your company failed me completely. More insulting is your managers refusal to honor a corporate decision and refund my money, this leaves me at a loss.

I find it hard to believe that Circuit City’s policy is to restock items that are known to be defective and charge their customers for defective items. I believe that this terrible incident could have been avoided had your Concord Store manager acted with common sense and decency.

I’m hoping that your company can step up and do the right thing here. Please contact me as soon as possible regarding this matter. I am submitting a copy of this letter to both the New Hampshire Attorney General’s Office and the New Hampshire Better Business Bureau.

Thank you for your time,
Matt
     
Read 6 RepliesAdd reply
User Replies:
spiderman2 on 02/25/2006:
Can you dispute the charge on your credit card. This is just so wrong.
Ponie on 02/26/2006:
That would get me pretty ticked!
silenty on 02/26/2006:
This is a known issue on many laptops in the Toshiba A105 series... there is a simple update, and the computer probably isn't defective... visit http://df.toshiba.com/sa100v13.exe to download the fix for the battery issue

On another note, the 15% restocking fee is also clearly stated... if you were to go with a different computer I really doubt they'd still charge it

hopefully this fix works for you
yoke on 02/27/2006:
It is unfair to charge a restocking fee on a defective product. When I purchase something I expect it to be in working condition. I can't believe that a manager is overriding what the main office is telling her to do. I would contact the main office again and get someone who will demand that she do it. It should be illegal for a store to knowingly sell a defective product (which Circuit City knows) and then refuse to refund the money?
dsmith68 on 02/28/2006:
File a complaint in small claims court.
Fighting-Back on 06/15/2006:
I had a nearly identical experience over just the last 2 or 3 weeks. I Purchased a brand new laptop (Compaq) and within two weeks found it to be defective with a problem with the caps lock function, when enabled, the pc would display lower case, and when caps lock was disabled the pc would display upper case. Just the opposite of the way it's supposed to work. Intermittently of course. It couldn't just fail outright. That would make it too easy. I returned to the store, and exchanged it for another of the same model, which exhibited the same keyboard problem within about 3 days. I didn't want any more Compaq laptops from Circuit City. I took it back, and after much heated debate with assorted individuals at corporate, they said if they could duplicate the problem in the store they would refund all money, otherwise 15% restocking fee would be charged. I knew the problem wouldn't reproduce at will, it happened only a couple times while we had it, so I knew it wouldn't happen in the store for them. I took it in any way, figuring they must have some diagnostics to run. The pc tech looked to the drivers list, saw there none flagged with an exclamation mark, and typed on the keyboard for about 5 minutes, with no symptoms exhibited. Some diagnostics eh? So guess what, they wouldn't budge. They charged me $98 for the privilege of buying their two defective laptops. Not only that, but they're convinced nothing is wrong with it, so they'll put it on the shelf for sure, and sell it to some other poor soul who will have to go through the same thing. I understand the reluctance to accept open electronics as returns. I understand the desire to charge restocking in certain cases. But the way they administer their policy serves to call their customers liars, since they won't take it on faith that you actually had a problem. I'm embarking on a campaign to make as much noise against this store as I can possibly make. I cannot believe they get away with this sort of policy.
Close commentsAdd reply
Dear Circuit City
Posted by on
CARY, ILLINOIS -- To Whom It May Concern:

I am writing to you for several different reasons but most of all as a favor to you and your company and to help you see some major problems you are having on the level of customer service. I will tell you my story which is not overly horrible but bad enough to make we want to write to you and let you know from a customer point of view what is wrong with your customer service area. To make things easier I will just list the things that have happened and then maybe you can take it from there and do with the information what you will.
In February 2006 my husband and I decided that we would spend some of our tax return to update our television and thought we would see what kind of offers Circuit City had as we had never been to your store before (we were tried and true Best Buy people after all) We bought our 32" Magnavox TV from your store located in Crystal Lake, IL. on 2/24/06.

It was one of your floor models but because it was a flat panel and in our price range we took it but just in case also bought the Advantage plan for an extra $259.99 for three years. We wanted to be sure that if anything happened, we wouldn't have to scrape money together to fix it. About three weeks ago (October 13th) we called to have a service tech come out and look at our television because we were experiencing a loud popping sound and the volume was turning on and off intermittently (and has since stopped working all together). We were told a tech would be there on Tuesday October 16th.

On Monday the 15th we received a phone call stating that one of your service techs was out due to a back problem and could they please rearrange our day to Thursday instead. Being that my husband also works in the service industry I was sympathetic and agreed that Thursday would be just fine. Thursday arrives and our technician "Pete" arrives to take a look. Pete was not an overly friendly guy but I was still glad to see him (we had been without our TV for almost a week at this point...did I mention I have two kids?). I told Pete our troubles and he proceeded to make connections from my DVD player to all the many ports on my television each time asking me again if I had been getting any volume out of each port. I told Pete several times that no, we were not getting any volume….out of any port.

Pete called Magnavox who was trying to help him do some kind of reset and while he was on the phone I told him I was going to put my infant niece down for a nap and I would be right back. I was gone about 40 seconds when I heard a very LOUD and quite obnoxious "HELLLLOOOOO?" coming from my living room. I quickly got my niece down and ran out of there just assuming he forgot in that 40 seconds that I was putting my niece down to sleep. He wanted to ask me again for a second time if that was the original remote control that he had in his hand. I assured him a second time that it was. At this time he and Magnavox must have been flummoxed because he just up and told me I needed a part and he would be back in 7 to 10 working days. I thought to myself "he must be pretty good to realize I need a "part" and not even have to OPEN the TV up for inspection!"

I also thought to myself that 7 to 10 working days was an awfully long time to wait for a parts shipment from such a huge company as Magnavox but what do I know? Upon leaving, Pete my surly TV tech turns to me and says "you know, you really should make your service call appointments for the beginning of the week". I thought he was joking. He was not. I explained to him that my appointment WAS made for the beginning of the week and that I was called by you guys to switch because of an employee injury. He looked at his vast pieces of papers on his handy dandy clip board, looked up at me and says "well that stinks…I don't know why they did that" and turned and left without even saying so much as a good-bye. Needless to say I was not very fond of Pete and called City Advantage to tell them not to send him back.

The girl I spoke with told me she had no way of knowing who was sent to my house (really?? There are really no records of what person gets sent to another person's home???? That can't be very safe!) but would make a note of my unhappiness towards this man's insulting manners.
Now comes the best part. Another seven working days pass by before Pete calls me to tell me he would be there between 9am and 11am on Monday the 29th. Monday the 29th is a very busy day for me as I have a daughter to get to school, a quickie doctor check-up at 8:15 and a field trip with my preschool son and his class at 9:45. Since I was not given a choice of time frames I arrange for my cousin to come to my house at 9:00. I managed to get back from my doctor at 9:03 am. My cousin (a 24 year old college student) was late.

In that three minutes, I lost out on my time slot until THURSDAY. It turns out my good friend Pete showed up at my home at 8:57am and when there was no answer high tailed it outta there for apparently a very far away location because it was just IMPOSSIBLE for him to return later in the day. I have to admit, I was not very nice to the poor girl that answered the phone after I waited 15 or so minutes for her to answer (are you aware that your customers average wait time for a rep to pick up is somewhere between 15 and 20 minutes….I am dead serious and not exaggerating one bit). In all fairness, she wasn't exactly the sweetest thing either. She refused to help me out even a little bit. She told me she could not call the rep because he was busy. We ended the conversation with her promise that she would leave a message for Pete and have him call me. Silly me to think Pete would really care about my situation.

I tried calling back on my cell phone on my way to my son's field trip but by the time I actually got a rep to answer I was there already (a 25 minute trip) and had to hang up quickly with her promise that she would leave another message for Pete. I got home about 1:00 pm and called a third time this time talking to Lawrence (Larry). Larry is a very nice boy and tried to explain the best he could why I could not get a rep there sooner and upon asking for a manager kindly told me that it would take one to two days for a supervisor to call. I thought to myself "wow, he must really know how busy those supervisors are if he can tell me right off the bat that they have a wait time to actually service their customer!". Also-I am convinced that none of your reps have children and don't know what it is like NOT to have a TV around for even a small portion of the day.

This is where I leave it to you, Circuit City Corporate Offices. I am now waiting for three phone calls. Pete the service tech, Mr. Woodson the call center supervisor and Patrick from the Crystal Lake store (because apparently the supervisors at the store level are also way too busy to talk to me). I leave it in your good hands to deal with because after all this is not my problem, but YOURS.

In today's world vast quantities of information are put out there on the web in seconds. Consumers no longer have to wait for word of mouth to reach the attention of the business in question; we have only to click a few buttons on our computers. Guess what I will be doing after printing my letter to you?
I sure hope you can fix your "customer service" (or lack thereof) problems and hope my letter will help you in any effort you put forth. I won't be holding my breath for a return phone call and I most certainly will not be returning to Circuit City.

Shari Williams
Cary, IL.

Resolution Update 11/01/2007:
We recieved two phone calls from Viola at Circuit Advantage and she gave us the option to replace the TV which we opted not to do because we did not want our warranty to become void. Our pal Pete came back on Thursday and was much more tolerable. He fixed our sound and was out the door and hopefully that is the end of it. I never heard from the store manager.
     
Read 4 RepliesAdd reply
User Replies:
LarryDan on 10/29/2007:
Is it just the sound on the TV that is not working? If possible try hooking it up through a receiver. The speakers on flat panel tv's are usually pretty poor quality anyway.
sarahnkrystal on 10/29/2007:
Coming from a parent, I know the situation is frustrating, and I know what it's like not to have a working tv. We had no cable for a year, and we didn't have a DVD player. It was miserable, but I adapted.
Ladyphoenix4 on 10/29/2007:
We do have it running through the receiver but that isn't really the point. The horrible service is the issue I have, not the lack of sound on the tv. Although that kind of stinks as well!
Ladyphoenix4 on 12/26/2007:
Please also look up Dear Circuit City Part II to read a continuation of our troubles with this company.
Close commentsAdd reply
Mini dv camcorder, shady business
Posted by on
AUSTIN, TEXAS -- On April 14, 2007 at about 5:00 p.m. CST, I made an online purchase of a JVC GR-D750 mini dv camcorder. I selected the option of in store pickup and selected the Sunset Valley location (store 598 at 5400 Brodie Lane, Sunset Valley, TX 78745). Arriving at the store at 5:20, I was greeted when I approached the front desk and the employee retrieved my item.

The first thing that I noticed was that the item had been opened. This was not a major concern because I understand some boxed electronics are provided this way. The employee placed a sticker over the opening and handed me the item. As I began to open the box she advised me, “if you open that…” and began to gave me the long winded terms and conditions of the sale. Inside the box I noticed that there were missing items. No A/V cable, no battery. I pointed this out to the young woman and she said, “would you like for me to get you another one?”, as if she wasn’t surprised at all, as if this happens all of the time. Her reaction to my claim was so casual, as non-chalant as if you or I were throwing a piece of paper in a wastebasket. I said, “yes please, preferably an unopened one.” She quickly returned with another opened item and placed another sticker over the paper latch of the box which read “15% restocking fee”.

I asked if I was being charged a restocking fee and was shocked to hear her say, “no, I wouldn’t screw you over like that.” Screw me over? Why do people talk like this, especially with my wife and daughter standing right there? I didn’t respond.

Upon inspection it appeared that the contents were all present, but I needed a dv cable. I looked around the store but could not locate the proper cable, so during our search my wife asked for help from an employee. He said, “oh let me get someone for you”, and hurried away. Shortly thereafter my wife and I can hear the employees within earshot talking. The employee that was “assigned” to help us complained about “not wanting to”. As we continued looking I glanced up and saw an employee looking at us from behind some shelving, and quickly he tried to duck out of sight! Seeing that we noticed him and had made eye contact, he then presented himself and stated, “what kind of cable do you need?” I responded, “we need a dv cable to upload video to a PC computer.” He asked for the camera (I was carrying it around the store) and proceeded to open it up, take the main unit out of the box and wrapping, and began searching all over the camera for where the cable would plug in.

This was irritating to me, in that an employee would open an item I paid for and be handling it, especially considering that the display model for this camera was approximately two steps away from him. I had to show him where the cable plugged in (and did so on the display model while he’s holding my camera but I don’t think he got the message), even though he works in that department and this was the first time I’ve ever even touched a mini dv camcorder.

“Oh I’m sorry”, he says, “you can’t upload video to a PC with this type of camcorder.” Knowing better and starting to get irritated, I take a deep breath and reply, “yes you can, we need a dv cable that connects to a firewire port.” To which he responds, “ah, I see what you mean. Well, I’m sorry but we don’t carry this cable.”

“I’m sure you do”, I answer, “show me where all of your PC cables are”. He walks us to another part of the store where a couple of other employees are behind a desk and he says to a coworker, “can you look at this camera, and tell him that we don’t have a cable for it.”

Now this really irritated me, but I decide to say nothing, and wait for this latest employee to say something. He just stares at me. After about a full 10 seconds of staring he says in a gruff voice, “What. What. What are we doing here?” (he was saying “what” as a snarky statement, not a question). At this point I opt to just hurry along, get what I need, and get out of this freakshow, so instead of protesting or debating such bad service, I just pull out the camcorder and show him the female port and ask for the relevant cable. He points to a USB 2.0 cable. I said, “no, that is the wrong cable.” He then ponders this for a while, staring at the cable’s packaging and my camcorder wondering how it’s not the right cable. I look over, find the cable that I need, grab it, and go to the checkout area whilst leaving the two employees standing there.

As I go to check out, I meet with the same employee that rang me up for the camera. Being that the cable is $25.99, the tapes $12.99, I’m shocked when I notice the receipt showing a $229 charge for a camcorder. She explained that she did a “void” and used my “old ticket”. While it turns out that I was not double charged for the camcorder, it is listed twice on the receipt with my tapes and cable, but with a void. She should have just rang up the cable and the tapes, nothing else. If I had walked out of the store without purchasing any accessories, she would have never rescanned the camcorder, I’d have the camera, and this company would have the money, so what’s the purpose of scanning the camcorder again when I make a separate purchase?

If that wasn’t enough, looking over my charges online, this company charged $1.00 for each transaction when I used a debit card as credit and signed the receipt, I did not use a PIN. Is this a way of offsetting their merchant fees?

All in all, I will say that I got an excellent price for the item I purchased. However, the service was so bad, so downright insulting and rude, that I will probably never return to that store.

Now I understand bad service happens, and it’s impossible to absolutely guarantee that every employee will perform flawlessly at all times. But it is certainly worthy of concern if this type of behavior is consistent among multiple employees that all work in different departments while performing different duties. If every person that I talk to in this store either uses crass language, is argumentative, or otherwise unhelpful, this tells me that there is a problem with how things are being run in general. Hence, this complaint.
     
Read 6 RepliesAdd reply
User Replies:
Anonymous on 04/15/2007:
The service you received is the result of C.C. laying off the 'overpaid' employees who knew the merchandise and keeping the 'underpaid' employees who know nothing. These remaining employees are well aware that they will never advance to a get a decent pay check. So why bother providing knowledgeable customer service?
lobo65 on 04/16/2007:
Stories like this one are a big reason why I love to shop from Crutchfield. They may not always have the cheapest prices, but they really shine with their exemplary customer service.
I've bought many things from Circuit City in the past, but I couldn't get anyone to help me even before they laid off their higher salaried employees. Luckily I know what I am looking for whenever I choose to shop there though.
Sail27 on 04/16/2007:
"this company charged $1.00 for each transaction when I used a debit card as credit and signed the receipt, I did not use a PIN. Is this a way of offsetting their merchant fees?"


All other BS aside with this transaction (and I feel for ya' on that side), the $1.00 charge for each transaction is in violation of their merchant agreement. Go to the Visa or M/C site (depending on what debit card you have) and file a formal complaint
rhondam718732 on 04/16/2007:
I know I get charged $1 most times when I pump gas. That's their pre-authorization amt. However, once the purchase price goes through the $1 disappears. Did they really charge you $1 aside from the actual charges? If so, INQUIRE.
Kasimir on 06/02/2007:
Maybe I can help out a little here, I'm a former manager.

Your right, there a lot of dumb workers at some stores. Unfortunately, some are far worse than others. Seems like you got the bottom of the barrel.

The 15% restocking fee does apply if an item is opened, this is standard retail store policy. The missing items are no surprise because we have some pretty regular theft among those items. JVC camcorders NEVER have a protective seal on the box, so you were never going to get an unopened unit unfortunately, this is JVC that makes the decision. The $1 transaction should disappear after the transfer goes through. Also, I would recommend going to walmart for cables and tape, it's much cheaper (we make a huge profit on cables)

Yes, unfortunately you will see customer service get worse, since they laid off dedicated employees like me :(
malignantpoodle on 06/13/2007:
Yeah the $1 charges went through and never disappeared.

I shouldn't have a restocking fee on an exchange when I never left the counter. In any case I didn't get one, but it was the language the girl used, talking to me like we were college buddies or something.

I can't bring myself to go to Wal-Mart. Same cable on eBay is 99c with $1.00 shipping.

Thanks for all of the advice. You probably got laid off because you were one of the smarter ones and the company didn't want trouble makers (opted for victims instead).
Close commentsAdd reply
Horrendous store... 2 issues within 1 month!
Posted by on
HARRISBURG, PENNSYLVANIA -- First of all, there are two parts to this story. For I have had 2 horrendous experiences concerning the same store, employee and lack of management/training.

I went in with my mother to purchase a new desktop computer, because ours just quite turning on once day. We were approached by a young gentleman who asked why purchasing a new one? we went into detail about it all and he said that it could be something inexpensive to fix and they could do a diagnostic test on it. I asked specifically if we would be charged extra for this service, and he said "No, you would only be charged if you decided to go ahead with the repairs." So we brought back the modem and the girl behind the counter proceeded to take the backing off, connect a battery pack to it and then take a air duster to it for 15 minutes. She told us she had no idea what was wrong with it and would need to send it out of the store for 2 days. The young gentleman then charged us $75.00 for that service of blowing the dust out of the back of the modem. My mother paid with her credit card, completely shocked what happened. As we walked out I told her we were scammed and went back in to retrieve our modem.

The following day, I was so angered by the lack of customer service and the fact we were bold-faced lied to that I called the department store and asked for the manager. I told my story and said I wanted my mother's credit card credited for the $75.00. He literally argued with me over the phone saying we had a choice and she gave the card. I explicitly told him that his employee told us no charge and to top it off there were lsits and lists of services on a huge board but NO PRICING. He had the largest attitude I have ever heard in my life, and I am sure if that was recorded and replayed he would have been fired.

I then asked if I could speak to another manager since I was clearly still unsatisfied and no conclusion was figured out. He told me "I am the only one you can speak to in this matter." I then asked for the corporate office (because I have worked in retail before) and he transferred me. They then credited my account towards a new computer that we came in to purchase a month later.

We walked in and had THE SAME employee help us that "helped" us before. We had no problem getting what we wanted and proceeded to check out when I mentioned we had a credit on our account that he needed to take off. He did this and then said he would have them install our software and then he would turn in the rebates for us. He proceeded to cut off the UPC codes from our boxes and took a copy of our information which he said he was submitting. He explained that it would take approximately 6-8 weeks to have our rebate and that was the end of it.

Fast forward to 8 weeks later and still no rebate. I received a preforated stub in the mail concerning it and thought it was my check. When I opened it, it mentioned product information on "HP" and "Not qualifying for the rebate"? I was puzzled, considering the only HP product we had was the printer. I thought that may be there was a smaller rebate on that and we didn't qualify for it, never once thinking it was our almost $300.00 rebate!

I e-mailed the corporate center with my concerns and my frustration for I was scammed not once, but twice. I was not calling nor going through the actual branch location because they were rude and had no customer service what so ever. I had an e-mail stating they were working on it but needed further information from me. I replied with everything printed on my original receipt for them to track including the saleperson's name. They then stated a manager from the branch would contact me in 48 hours to come to resolve this issue. That was on a Monday, and by Wednesday I emailed this company back. I stated I had NO idea why I would be contacted VIA phone when all I wanted was my rebate that I was entitled to receive and that my bill is expected to be paid by January 25th, 2007. They replied that they would contact me soon and that was that. This was last Monday and it is now a week later with no money credited to my account and basically no progress made what so ever. I have kept all correspondence and as I looked at the initial date it was 12/10/06 and in 3 days it will be exactly a month later and STILL no resolution.

I feel I have stretched my patience as far as it can go and if I do not hear back by the 10th, I will be contacting the Better Business Bureau. I fell this is beyond ridiculous and that I am being pushed by the wayside. I am not going to stop until I receive what I am entitled to, and I refuse to pay a single dime until this is resolved. I will continue to write complaints on this company as long as I am able to for this is no way to treat customers' who are not only paying for a product but sheer customer service and satisfaction. For some reason Circuit City thinks they are above this and I know that the many people I have spoke to will not put a dime more into that store as well as myself.

A month and still nothing, this is a crock and I do not believe a word edge wise. This is poor business practices and I am sure many will feel the same.

-Angella


******** UPDATE!!!!!! *********

12/10/06 was the date my first complaint was sent, and through correspondence I have been told "You will receive a call"/"It's going to our Escalation Team"/ "Store management will call in 48 hours" None of which I received. It took over a month later to FINALLY receive a call from a corporate representative (as far as I know, she never really stated her title). She explained to me that the $70.00 rebate check I received the week prior was the ONLY rebate I was entitled to. I further explained that there was no way, I still had $200.00 coming to me. She then proceeded to explain this rational...:

"There were 4 rebates, one was a $20.00 rebate through Circuit City if you bought the package deal with a lexmark printer. The other one was (the one I got) through HP which was $70.00 rebate with the purchase of an HP printer with your package. The other 2 were rebates only offered if you bought the package deal with a Lexmark printer."

I explained to her that I was never ever given an option. She then said that's all I was entitled to, and nothing she could do. That is what it is! I then proceeded to say "Who in the right mind would opt for an HP printer for a rebate of $70.00 when You can get a Lexmark and receieve 3 other rebates?! What sane person would choose that? I was never given this option. She kept asking me if I had copies of the rebates and information. I then said "Well, I didn't know I would have to photocopy, take pictures and have actual hard evidence of my entitled rebates... I had no idea I would be swindled twice now!"

So there is no resolution, this was the answer I was given and supposed to accept. I am now going through the Better Business Bureau to see what canbe done to this company. It is so far beyond the money aspect... it's the lack of business ethics and CUSTOMER service. The fact it took almost 2 months to receive a call is ridiculous and even more so that nothing was probably ever brought to the manager or employee's attention.

DO NOT BUY FROM CIRCUIT CITY!!! I will dedicate the rest of my breathing days enforcing this... they went way too far with this situation.
     
Read 4 RepliesAdd reply
User Replies:
Anonymous on 01/08/2007:
Was your problem with the PC or the modem?

Instead of calling I would have gone back to the store. Arguing over the phone is almost useless. You could have then easily pointed out the board with no charges listed on it. Also that employee may have been there for you to question in front of the manager.

As to the rebate. You really should have taken care of that yourself. I wonder if the employee submitted two rebates. One with your info but nothing else and another form with all the info and his address.
Shirwill on 01/08/2007:
Agree that this company needs something, probably new mamagement or ownership. Also had a bad experience in the store near my home a couple of years ago. Almost all of the employees at that time were new hispanic immigrants (legal?) and it was almost impossible to understand some of them. My beef was with the guy at the service desk, who was rude and almost refused to honor the store's stated policy about a problem I had with a purchase. Needless to say, I have not been back to that store, however, I did purchase a TV at another of their stores where the help can speak understandable English and are more polite. However, this company is not my first choice when wanting to buy any electronic products.
KM.Hrishi on 01/15/2007:
I wonder if there is anything like "customer service" in Circuit city.They are doing nothing but "customer cheating".Please glance through my complaint posted recently about a faulty digital camera which was "sold" to me.I also had a rude experience from the "customer service(?)desk"
Hrishi.KM
Shirwill on 02/12/2008:
I know what you are talking about. I stopped going to their store near my home long ago, as the people working there were so rude and unfriendly. No wonder they are always on the verge of bankruptcy. Fortunately, there is a new Best Buy close by and their floor people are much more helpful and courteous.
Close commentsAdd reply
Top of Page | Next Page >