Circuit City Complaint - Some Employees Have Bad Attitudes
CHICAGO, ILLINOIS -- Here's one way a customer can buy a product, be satisfied with that product but never buy from that company again. It's all in the details...
We purchased a big screen TV from Circuit City. I was not present at the time. My wife told them we wanted to take advantage of their free financing offer. She was given a credit application which she filled out, however her only form of "credit ID" was a major bank card with my name on it. She had grabbed my card by mistake and forgotten her others. "No problem" they said, "just come back with your husband and we'll transfer the balance to your new account". What is so interesting is that in spite of their not wanting to accept this card as a credit reference at the service counter they had no problem charging this large purchase to the same card without even checking her ID at the register.
I only mention this because a few days later when we drove the long distance to this store, their CS Manager told me "well, they could of just done this then...". (The "they" he was referring to was the same exact customer service counter where my wife had been standing two days earlier and "they" were now wasting MY time!!!) We went ahead and got the CC Credit Card anyway and they credited the bank card and charged the purchase to the CC Card and gave us the term of free financing as advertised. This would have been acceptable until the same CS Manager tried to charge a different total using the excuse that one of the items was no longer on sale. At this point, I became more annoyed than I already was when he told me "they could have just done this then". The man began to argue with me and was basically a poop head about the whole thing. He had a BAD ATTITUDE.
I stood there as the temperature behind that counter fell to sub-zero and the bad attitude tried to intimidate me and told me that I "would have been OK until I opened my mouth". EXCUSE ME - OPENED MY MOUTH??? WHO DO YOU THINK YOU ARE??? Now I was angry. Ok, hang in, it gets worse. The manager on duty came over and was even more rude and unprofessional and after trying to explain this to him he told me he could absolutely care less if I ever came back. He just stood there and gave me a smart little grin that did a good job of telling me how he really felt about me. Now mind you, there has been no profanity or name calling or anything done in any way than any other customer would have handled this situation.
At this point, they got a what for from me. I am a reasonable guy but I am not going to tolerate insubordination from a retail employee. These guys needed to be reminded that the customer is still the one paying their salary. If they are that unhappy, then leave and get a different job, but don't take your frustrations out on a good customer. I am not even going to complain to the company about this because it is that company that hired these bozos and the old apple doesn't fall very far from the tree. So just forget it.
These two employees, these unprofessional MORONS have cost the company thousands from me and I'm sure 100's of thousands if they make it a habit to treat customers as poorly as they treated us that day.
The other question here is why did they allow the situation to form in the first place. My wife can buy whatever she wants (within reason) without my name, why did they even make it an issue. Then, why was she allowed to charge the purchase on that same card with my name on it??? (by the way, that was HER account, she just grabbed the card with my name on it - they could have seen that on the credit report.) But no, Circuit City is too mechanized, too automated, too impersonal to offer customized service to its clients. If they don't wake up they may go the way of many other retailers who used to be household names but now are just forgotten memories in the sea of bad customer service.
I'll tell you, they've taken GREAT CARE of us at BEST BUY. NEVER a problem. Awesome customer service and NO HASSLES, so far.
You be the judge, it's a free market. Shop where you want. But beware the MORONS behind the counter. Remember, it takes years to build a customer - and seconds to lose one.