Circuit City Complaint - Circuit City Complaints - computers and electronics

Posted by Doc J on 2006-06-23:

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.

Posted by Brenda Leah on 2006-06-23:

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".

Posted by Mrs Manischewitz on 2006-06-23:

Mary and Anna are sure gonna become victims of the spam robots. Dontcha have a Fry's in your area?

Posted by TheNewSheriff on 2006-06-23:

CC sux

Posted by Stew.old on 2006-06-23:

What Sheriff said.

Posted by pennypicher on 2006-07-07:

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!!

Posted by BinkeyRUS on 2006-09-06:

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.

Posted by BinkeyRUS on 2006-09-08:

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).

Posted by Circuit_City_Stinks! on 2006-10-18:

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 prompty 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 transfered 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 hassel. 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!

Posted by neebird on 2007-01-07:

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

Posted by disco legend zeke on 2007-06-07:

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.

Posted by MAR3 on 2007-07-30:

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 aggresive, 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 egregeously disrespectful of it's customers can expect to thrive in a competitive environment.

Posted by Ricardo_Mata on 2007-08-08:

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, Phillippines! I guess we all are suppposed to learn Tagalog to able to get customer service from CC from now on.

GREAT JOB Circuit City!!!!

Posted by itsme01 on 2007-10-15:

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!

Posted by Hidde on 2008-03-18:

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.

Posted by bad service at circuit city on 2008-05-27:

Circuit City is the worst company I have ever delt with. They know nothing of customer service!!!!

Posted by whiwo on 2008-06-06:

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 Phillipines 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 Phillipine station. This time, I spoke with another representative who understood the situation and notated 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 tempature 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 build 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.