Circuit City Complaint - Circuit City's Despicable Customer Service
I’m outraged at Circuit City’s customer service for on-line orders. They’re the worst I’ve ever seen, hands DOWN! I'd purchased several items on-line on 11/27/07, and received an email that my order has been shipped with a FedEx tracking number. When I clicked on the tracking #, it said that the package was delivered on 3/19/07 to a different state. I’ve called Circuit City's customer service 4 times and each time routes you to their India or Philippines department, who can't do much except to say "someone will get back to you in 7 to 14 business days”.
After my 5th time calling and 35 minutes later, I finally got a rep named Steven in their Richmond VA office “Escalation Dept”. Rep Steven tells me that it’s a problem with FedEx and requested that I call FedEx to clear up the issue. After my pushback, Steven reluctantly called FedEx and discovered that there is no package destined to my address on record. He goes on saying that I need to wait another 10 days to make sure that my order does not arrive before they can issue a reship order. Then, I would need to waste another 35 minutes of mine time to go through their international dept to request a reship.
My question to the rep Steven “If Circuit City’s record show that my order was shipped on 11/27/07 by FedEx, but FedEx does not have a record anywhere in their system of Circuit City’s package to my address, is it not logical to assume that the shipment is lost?”. Steven’s response was “well, our records show it was shipped and FedEx is the carrier”. This seems like someone can’t follow basic logic. What’s more amazing is that Steven claims to be the highest level of escalation in Circuit City’s Customer Service department. What an idiot!!
I will NEVER buy from Circuit City again, and recommend EVERYONE to stay far away!