MINNESOTA -- I purchased 2 TVs on 11/25. One for myself and one for my brother. My TV was delivered a week earlier than anticipated. If you check the tracking of my brother's TV it is still sitting in the warehouse and under activity it states "Package data transmitted to FedEx." I first called FedEX and they said that Circuit City just transmitted them the information but did not release the TV.
I then called the CUSTOMER SERVICE HELPLESS DESK on 11/28 and was told that it was sitting in their warehouse and would be released right away. This gentleman told me to call back in 24 hours and they would have updated information for me. When I called back on 11/29 I was told by a young lady that I had to wait 14 days before they could claim it was lost and start searching for it.
I told her that the person who I talked to on the day before said it was in the warehouse, she said that they have no way of telling if it is sitting there or not. She said that she opened a case for it (1st case). I then sent an email to customer support on 12/4 and they sent me a response back that they would open another case (2nd case). That is the last time I heard from that person.
12/11 called Customer NO Help again and talked with another person and they said they found it at the Warehouse, and would start reshipment so she opened another case (3rd case). She also told me that another Case Manager would be calling me back shortly to verify information. NEVER HEARD BACK FROM CASE MANAGER. On 12/14 I sent an email back to the person that opened the 2nd case asking what was going on with this case. I heard back from a different person on 12/21 asking me if I had received my TV yet.
This was attached to the email on 12/14. 12/19 Called CUSTOMER NO HELP AGAIN and talked to another person and she said she was going to transfer me to a Manager but all she did is sent me right back to the menu that would connect to the HELPLESS DESK. I called back again and got another woman. I told her what my problem was and got disconnected. I called back again and was talking to a gentleman and had to be put on hold, I waited 1/2 hour and hung up. I called the Corporate Office and asked to speak to the Customer Support Manager and guess what happened I was connected to the CUSTOMER NO HELP DESK.
I talked with a woman their and had to tell my story again. She checked and she told me the 3rd case was never opened on 12/11. This person said she was going to start reshipment procedures and needed to open another case (4th case). She said I would hear back from another case manager within the next 48 hours to verify information that brings me to today 12/22. I called CUSTOMER NO HELP AND said I was supposed to hear from a Case Manager within 48 hours and had not. This person put me on hold and came back, said that the case had been opened and I would get a call from a Case Manager in 2 - 3 Business days.
THIS 800 NUMBER WILL NEVER HELP YOU SOLVE YOUR PROBLEM. ALL THEY CAN DO IS OPEN CASES and never resolve your problem. I guess they don't have managers because every time I ask to speak to one they won't transfer and there are no numbers listed on the website except the 800 customer no help. So it didn't help to order the TV a month before Christmas because it still did not come on time.
VIRGINIA -- I am a former employee of Circuit City for over nine years. The recent bankruptcy of Circuit City came to no surprise to me. When I began working for Circuit City in 1984 it was a company that was the epitome of the American dream. Like many other corporations from days gone by the most important commodity of Circuit City were its employees. Not upper management, and not the dollar. As a result the dollars came for Circuit City and they came big.
I remember in days gone by Circuit City were closed Sundays and Mondays, had a nationwide company picnic that was completely paid for by Circuit City, a kick off party in which the store closed for its employees, and gave literally thousands of dollars worth of electronics to its employees that included big screen TV's, stereo systems, as well as monetary prizes. Over and above all this, its employees were well rewarded financially for good customer service, performance, as well as sales incentives. From my understanding the years previous were even better.
I can even remember attending a sales meeting discussing an up and coming electronics company named Best Buy. How that they would never be any real competition for Circuit City. Somewhere between the early years and the last 25 years however Circuit City lost the vision that the employees are the bread and butter of an organization not upper management. I can still remember when Circuit City offered good health benefits, paid sick leave, and a good retirement program.
Unfortunately I can also remember when I noticed the company began its downward journey to its current demise. It started with the stores being open seven days a week as opposed to five. Then the next thing to go was the company picnics, the kick off parties and sales incentives became stingy-er and stingy-er. Then in a few short years I noticed that store supervisors and employees that were just several years from collecting on their retirement had been terminated for what seemed to be unsubstantiated reasons.
Furthermore as new employees were hired they were not offered the same incentives or pay as those that were currently employed. Then as years went by the product knowledge, and the sales training program for new hires went from several weeks to several days.
The manifestation of this downhill slide is Bankruptcy. The deeper problem is the same the nation over. The lack of vision for a greater community, and country for the "middle class" worker has turned to the turning over of a quick buck for the CEO's.
TEMPLE, TEXAS -- I then went to my local Circuit City in Harker Heights Texas and was told by the girl at the door who I had to wait to get off her cell phone making dinner plans that "Circuit City sells all items to a liquidator and I have to contact the liquidator to find out why it is reported stolen." I asked did she know how I would find out the contact information to the liquidator. "How would I know that information? Do I look like a phone book," is the response I got.
I then requested to speak to the manager and was told, "They are all unavailable for such a stupid reason... You need to deal with Virgin Mobile... You are probably not wanting to deal with them 'cause you knew the item was stolen and now you don't want it." My husband at that time, got very angry. He asked 2 other people in the store to speak with the manager and was told by them that the managers were busy and we needed to call the 800# or deal with Virgin Mobile. I have never in my life been treated in such a manner by anyone.
I have called and spoke with the 800# representative. The last representative I spoke with was friendly and said she was sorry for what happen when I asked for the 800# for the complaint line. She said she would document the information under the case number already on file. And I needed to call back on Monday to speak with a supervisor in the Richmond or Richland office... She said she was sorry but their office was closed and wouldn't be open until Monday.
I said "I would call back on Monday and speak with the supervisor. I would like for someone to find out how it is possible that I purchased something from one of your stores, with a receipt that shows I paid for it and it is reported stolen by the Virgin Mobile company.
This was a Christmas present for my daughter who I had to go out and buy another phone so that she was able to actually have the only present she asked Santa for. I feel insulted, cheated, and belittle by not only the first 2 reps I spoke with at the 800#, but the people at the store in Circuit City in Harker Heights.
PORTAGE -- On Tuesday, January 20th "Saw V" was released at a sales price of $14.99. I called the store 3 times to see if the store had received the DVD as planned. No one at the store ever picked up the phone so I had to make the drive to the store. I couldn't find an employee close by so I decided the try to find the DVD without assistance. I didn't find the DVD so I set out to find someone to help me. I asked for help and a nice young man went to check the computer to see if "Saw V" was checked in and the quantity.
Together we looked for the DVD again, with the help of a young female I had a "Saw V" in hand and was headed for the check out. I told the female that the DVD was in sale for $12.99. At that time a guy behind the desk informed me that they weren't honoring the sales ad because they weren't that company. In shock I replied "You're kidding". A guy standing close by said, "subject to change" in a sarcastic voice. I didn't respond to him.
I asked the guy behind the desk if I could speak to the Store Manager. The sarcastic guy said that he was the store manager. I told him that the DVD was advertised for $12.99 and that I was sure that he would honor the price so that I would be a satisfied customer. In a VERY LOUD VOICE he said that he didn't care if I was happy or not and to GET TO HELL OUT OF HIS STORE!!! I was in shock. I told him that I couldn't believe that he was talking to me that way and that I thought he was being rude.
He said that he had just let go 100 employees and that I was the one being rude. The guy behind the desk said that I should leave and the store manager once again LOUDLY TOLD ME TO GET TO HELL OUT OF HIS STORE. I responded by saying in a calm voice that I thought that THEY DESERVE TO GO OUT OF BUSINESS IF THEY TREAT THEIR CUSTOMERS THE WAY THAT THEY TREATED ME.
As I turned and walked away an employee at the door said, "I'm with you." I said, "excuse me" because I wasn't sure that I heard him correctly. When I got next to him he said, "YOU WERE RIGHT." I thanked him and left the store. I HOPE THAT KALAMAZOO/PORTAGE MICHIGAN SHOPPERS WILL READ THIS COMPLAINT AND REFUSE TO DO BUSINESS WITH THE RUDE MANAGER THAT RUNS THE CIRCUIT CITY IN OUR AREA.
DOVER, DELAWARE -- On 12-26-08 I went to Dover Circuit City to purchase their advertised 52" Sony Bravia plus Sony Blu Ray player sales deal. Upon purchase, the clerk told me there were no Blu rays in the store, that it would be restocked in a few days. I gave it a few days, called. They said wait another few days. Waited another few days, stopped by the store. Another clerk said wait till following Wednesday. I requested store credit and she as well as another clerk said "absolutely not."
I called back the following Wednesday evening, no blu ray. Asked to speak to the manager. Got the manager on duty that night (1/7/09). She told me that no one ever told me to call back Wednesday (even though my fiance was there to witness the statement) and was absolutely nasty. I became quite irate at the runaround and her attitude and instead of her trying to help a customer that ALREADY PAID FOR THE BLU RAY AND TV, she yelled at me over the phone to calm down or she would hang up on me.
Are you kidding? I'm glad it was a phone conversation and not in person! Eventually she realized that someone in fact did tell me to call back Wednesday, and she apologized. She then asked me to wait another 2 days. In 2 days I went to the store (45 minutes away). They gave me a Playstation 3 instead of the Blu ray. I said I didn't want a Playstation (already have several game systems). They said that was all they would do for me. Reluctantly I took it and went to another Circuit City and exchanged it for a surround sound system (what I originally requested from Dover store and was told no).
I hope these people go out of business and no one ever has to deal with not only the Yenta that yelled at me, but the other uneducated clerks that should be tending a French fry machine. DO NOT BUY FROM DOVER CIRCUIT CITY. DOVER CIRCUIT CITY IS INCOMPETENT. YOU WILL GET SCREWED TEN FOLD IF YOU BUY FROM DOVER CIRCUIT CITY. PS. I'm not done here. I will not stop until complaints about this transaction are strewn about the internet.
ROUND ROCK, TEXAS -- Items found online and purchased over the phone as a gift for my wife. I emailed the receipt to her so she could have it installed. She arrives at the store and Circuit City employee wants to see the credit card and ID of person that made the purchase. Since obviously my wife is not me, they made her re-purchase these items and credited my card (or at this point I hope). Then they made her carry these items out of the store, to the vehicle and drive around back to have installed. (Don't they have a door between the store and the garage?)
My wife called me and I was able to talk with the store employee. Employee said that this policy is to keep fraud down. I told her that it is quite a coincidence that the lady in front of her has the same last name, same ID address as the order, can tell you the phone number on the account, receipt in hand and the vehicle that these items fit in. I explained to Customer Service 800 number that crediting my account does not fix this as I had already paid for it. I hope their fraud policy is driving away more bad people than it is people like me?
I explained too that I buy items online all over the world but don't expect to be the one to personally go pick them up? Do not buy a gift online and expect this company to take care of the gift recipient when they arrive at the store. Also, no verbal warning about the fraud policy when purchasing as that would have been a deal breaker for me. I received a Case ID number but expect that to fill "file 13" up. If they fix this you all will be the first to know. Customer Service Rep at 800 number was very pleasant, understanding and apologetic but could only open up a case number. If Circuit City thought my wife was trying to "steal" the radio, why didn't they just call the cops?
MIDLAND, TEXAS -- On December 24th in the evening I went to Circuit City in Midland Texas to purchase a Guitar Hero for my son. I stood in line in the customer service aisle. There were only 3 people on line - 1 person for each cashier. I was standing behind a customer that was finishing. When the customer walked away, the cashier got on the phone and continued to talk on the phone, ignoring me. I was standing there until she finished talking. Then to my surprise, she didn't even acknowledge me - finished the phone call and walked off.
So I had to go stand behind another customer that was almost finished and when she finished, another lady walked in with a ticket, and to my surprise, the cashier turned around and asked her, “Can I help you?” She totally ignored me and took the other lady and it was a pickup, so she went to the back. So I waited there until she came back. Some more people came in. The other girl was already finished with the other customer, and she asked the people that were there after me, if anyone had helped them.
The lady turned to me and told the cashier, “I think she (which she was referring to me) was here before me.” And I said “Thank you. I have been waiting here for a long time, and I don't know why you all keep ignoring me. All I want to do is pay for this Guitar Hero and go home.” The cashier never apologized, just took my money, and didn't even say thank you. I went out of there very upset. I work at a bank as teller, and I just vented out to all my co-workers about Circuit City and to customers. They all told me that's why I shop at Best Buy. They have the best customer service. Next time I am going to Best Buy, never again to Circuit City.
My mother had a bad experience there also. She went to Circuit City in Midland Texas on December the 30th to purchase a Spanish CD. She asked the worker, and he said “I don't speak Spanish.” He referred her to someone else. He said, “No we don't have it.” My son was with her and he found it for her, and she presumed to speak to the manager about the rudeness. He just turned his head away and ignored her and walked away. Those people do not deserve to work in a place like that, that deal with customers every day. If they close this Circuit City in Midland, Texas, no one will miss it. We have Best Buy, with the best customer service.
OXNARD, CALIFORNIA -- I purchased my HP Pavilian Tx1410/Tx100 Notebook Computer (Item DV6775US) on February 16, 2008 at Circuit City Store # 429, in Oxnard, CA. Purchase price = $1,049.99. Protection Plan = $429.99. Total Purchase Price (Paid in Full) = $1564.10.
On October 22, 2008, the tablet functions were inoperable on my HP so I took it into the Santa Barbara store. I submitted a Firedog work order under extended warranty. I was told that my HP needed to be shipped to Service/Repair Center (in Texas). Promise Date: November 7, 2008 came and went and to date I am still waiting. Come to find out that The Santa Barbara store is closing AND THEY HAVE MY COMPUTER! Customer Service literally does not exist with this company!
November 21, 2008. After weeks of calling every phone number available and visiting every location within 50 miles (multiple times), my laptop was finally delivered to my home. The enclosed work order indicated the Hard Drive and LCD screen were replaced which may or may not be true. What I received was a broken mess that RESEMBLED my laptop. The screen was completely shattered and the PC dead - no boot... broken! The Packaging was a joke! There was no padding of any sort. The laptop was plastic wrapped to a fold of the shipping box.
I now drive 80 miles and two hours to deliver my NOW BROKEN laptop the nearest CC location. CC blamed Fedex "damaged during delivery". The laptop was not packed with care from the CC service/repair center to begin with. Another work order is provided and yet another Promise Date: December 11, 2008 has expired. I am back to making endless calls and driving to the nearest location begging and pleading for assistance or an update at minimum! The manager simply avoids and/or insults me. I can't even get a "NEW PROMISE DATE" or progress report of any kind and I paid $500 extra, this so called service!
I haven't had an operable computer in over three months. - I bought it at the end of February this year. COME ON! What is one to do in my situation, complain? $1500 wasted. They got my money and my computer, all I get is to inform you. Stay away from Circuit City!
BURLESON, TEXAS -- Did everyone know or am I that naive to think that if a company's name is on a store then it should be that store? I found out totally the hard way just how bad Circuit City not only lies about its "Going Out of Business" stores, but it also letting the so called liquidators do the age old and I thought illegal, Mark Up to Mark Down!
I went to Circuit City Saturday and was looking for a new receiver. Since Circuit City was having their "Going Out of Business" sale, we thought that would be a good place to start. Why didn't I just pass it up!!! They didn't have a receiver out that would work with our surround sound, but did have a couple in boxes. I ask about opening them and the salesman said no. I again should have listened to my brain and walked away, but no I ask the question, "Does this work as surround sound and support and center speaker?" He said yes and since the receiver was 30% off, I bought it.
Got it home, opened the box, thought hmmm, where is the center speaker. After everything was hooked up, it was definite, this was not the system I was told it was. I was LIED to by a store is supposedly Circuit City. I called their so called customer service and tried to talk to a robot imitating some type of slaughter of the English language constantly saying, "I'm sorry for your trouble." I hate that phrase! None of the people I spoke with was sorry, they just kept telling me "Oh well, Circuit City doesn't own the 'Going Out of Business' stores, a liquidator does" and they have nothing to do with them.
Another thing I was naive enough to believe is they didn't do the Mark up to Mark down thing. The price I paid even on sale is higher than any place else by a few dollars. So WATCH out and do your homework. My only consolation I think is to hope no one buys from this unscrupulous company and they finally go totally bankrupt.
KNOXVILLE, TENNESSEE -- I bought a computer from them in 2008 and the thing was a complete piece of crap from the day I bought it. I lost all info on my hard drive 6 times because of hard drive replacement and several other times because of their techs telling me to do a system recovery...and still kept frying hard drives. I told them finally that I had had so much trouble that they should have just replaced the thing. It had to have cost them more to send out a repair guy 500 times than to just replace it.
The repair guy told me honestly that he had been working for that company for a long time and he had never seen them replace anything. So I gave up and have told everyone I know not to shop there...and then I decided to break my own rule. I figured band new store, maybe they have gotten better. So in search of a VCR/DVD player, my husband and I went in.
After looking, we decided we needed a little help so I asked one of the employees. He stated that he didn't usually work in that department and he would have to ask someone who did. He came back with the information we needed about 10 minutes later and we talked to him about our options. He efficiently talked us into waiting until we had done some more research.
On our way out the door, we noticed a bin with DVDs in it and I decided to get one. We were still semi-looking around when an employee walked up and told us that there were no registers open. They had already shut them all down 'cause they were closing in a few minutes. My thought is...there were customers in the store other than us!!! If they were closing, why not make an announcement or not even bother to let us in?
If we had decided to buy a VCR/DVD player which costs more, would they have found a way to ring us up? Is that why the guy that helped us earlier talked us out of buying one? Their doors were still open to the public when we left...why did they have no registers? We were customers...why shut all of the registers down with people still browsing in the store? Did they not think that someone there would want to buy something? Did they think we just went inside to look around or what? Talk about lack of customer service. I should have known better. Now I do...