Circuit City Complaint - Circuit City is a JOKE!
WEBSTER, TEXAS -- Hi, let me first start off by saying that I am 24 and have had 6+ years experience in retail and sales in similar companies. Second I have had bad experiences at many places for many reasons in all areas covering customer service, food, and overall service! Third, I have NEVER in my life had an experience bad enough to coax me into actually filling out something as detailed and anger filled as I am doing now or even THINK about it. Or a complaint in general mind you! Let's start this from the beginning shall we? This begins August 13th 2008, I had come into my local CC store in Webster, T.X. to purchase a Blu-ray player.
After a short time deciding on which player, I opted for the Samsung, considering I am a Samsung fan and they have made excellent products that I have used ranging from cell phones, to HD TV's. I also picked out a few Blu-ray movies seeing as how I didn't want to waste the extra amount. Checkout was fast and easy, and I had used a CC gift card I had for $600.00 from a previous return of a laptop that had given me issues. Keep in mind for later that I had the opportunity to receive cash back or gift card as an option, and chose a gift card seeing as how I like to give electronics as gifts (I have a lot of aunts that would love some IPods!).
After returning home I plugged in the Blu-ray player via HDMI to my HD TV, and popped in a movie! Low and behold, a bunch of lines and the smell of electricity burning wires (WTF?!). So I unplug everything and notice an error on the player itself! So I picked up the phone and contacted Samsung regarding the issue, and if anyone reading this has called Samsung they are EXCELLENT at resolving issues! After 3 min total and help from a higher up technician, I was informed to try using another player and my TV is still covered under warranty.
So, the following day, I returned the player to exchange it for another and brought that one back and plugged it in. Same, lines, no error. I contacted the agent I spoke to from Samsung, not only did he conclude that the HDMI port was shorted out and that I would need to have it repaired which would take quite sometime (2-4 weeks min) but that the previous player I had purchased NEW was in fact used and had even been registered previously (you can imagine the look on my face). Angered, I packed up the second player and proceeded to return that one the same day to CC and asked to just have my money back.
Here is where the fun begins! A young woman *should I say teenager* said that the Manager I wish to speak to was "unavailable" but she would be glad to assist me and understood my frustration. Saying that they normally do not allow cash back on items returned that were originally bought with a gift card, I explained that the original gift card was an OPTION as well as cash back and I CHOSE to receive a gift card seeing as how I DID appreciate CC's business and was a loyal customer. After speaking with some mysterious person in a 2 way mirror office for about 10 minutes she returned and said she had an "idea". She proceeded to tell me that she has been able to return credit or "cash" back to customers with a "prepaid" credit card! And that was the ONLY way she could do it, well being that I was angry, tired, and knew that speaking to a Manager would only end up in me leaving the store unsatisfied, I picked up a prepaid Amex gift card for $25.00. I returned and asked if this would work, she says "Oh ya we use those all the time". So she swiped my card and my receipt says the Amex card received the amount for $432.69! Woot! The next day I decided to check the balance of my card, called the 1800 number on the back and typed in the numbers correctly, "Balance is $25.00" WTF?! My temperature rises yet again and I drive back to the store, confront the same girl I spoke to before, she explains that it will take several days to "post" that amount. A little concerned and not willing to trust over $400.00 dollars on a teenage employee, I called Amex yet again and asked to speak to a supervisor, after a short discussion the customer service rep AND manager explained that Amex does NOT allow funds to be added to a card once it has been purchased (aka these cards are NOT reloadable). Oh, my, god.... You could FEEL the heat coming off my face I was SO angry. Driving back YET again to CC I this time demanded to speak to a Manager, again no Manager was available "apparently managers get lunches every time a customer has an issue or concern". I did however get a BRIGHT looking gentleman with no name tag and an untucked shirt and white tennis shoes. After explaining the situation again with the return to the Amex card he said "They do it all the time" and that he couldn't do anything for another 4-5 business days because he wanted to be sure that the funds don't hit the Amex card before they refund me. Now.. wait a minute, if hes SO sure it works and they do it all the time, why would he need to wait to be SURE. Shouldn't he have said "Don't worry sir, you WILL receive your refund on the card". Not to mention I had spoken to at that point both a Supervisor and Manager from Amex Gift Card services and had been informed that these funds will never see the light of day on this card?! I informed him what I had been told and HANDED him the information to contact Amex himself to VERIFY this information. No sweat right? WRONG, he told me he could do NOTHING about it and I would have to wait and to come back in 4-5 business days. Now, at this point most people would be SCREAMING and YELLING possibly spitting, at least from my experience in sales. I left, bit my tongue and when I got home I looked up CC Corp. number and dialed in. By the way just THROWING my opinion in here, when you have to call back MULTIPLE times to a Corp complaint number, GOOD notes should be taken as to prevent ME from explaining my situation over 12 times. After hang up after hang up, disconnect after disconnect, repeating my situation OVER and OVER and OVER, I finally got a hold of a manager over the phone and explained my situation in detail. For some reason she ALSO believed that you can do returns on a prepaid gift card, but alas! I convinced her to contact Amex herself and on 3 way calling LOW AND BEHOLD a manager herself explained to her very straight forward that YES a gift card can be refunded IF I purchased the gift card AT Circuit City, and ONLY for the amount I PURCHASE a gift card FOR. "OUTSIDE REFUNDS CAN NOT BE PLACED ONTO AN AMEX GIFT CARD" Were her EXACT words, AMEX apologized on CC's behalf! And explained to the CC rep manager that THEY NEED to refund me back for the inconveince as the funds will NOT reach the CARD, because once they are purchased they ARE LOCKED. Sounds pretty straight forward, she said thank you and disconnected with both AMEX and ME AT THE SAME TIME. *cocks shotgun barrel* I called back frantically to get ahold of her, and got the run around, she did call me back and told me she was going to fully resolve this and that the STORE SHOULD refund me without issue and she would call me back after she makes some more phone calls and promised to get in touch with me before 6! FINALLY!.... WRONG AGAIN. 4 o clock rolled around, 5 o clock, 6 o clock. NOTHING ZIP NADA. Next day comes its 2pm, NO call no nothing, so again I go through a 2 hour process of having to talk to rep after rep repeating my story and each one tells me after gathering my info multiple times saying "Well sir I see here that you WERE refunded the amount of $432.68 on the 16th" NO @*(%$! It SAYS I was refunded however I DID NOT RECEIVE the refund as money can NOT be added to the AMEX card. KEEP IN MIND READERS each person that says this to me has already been told the story and situation showing that OBVIOUSLY they don't listen to a WORD you SAY! I finally get ahold of another manager after the SAME ordeal, and explain the situation in FINE detail, and she totally sympathizes with my situation and says she does NOT see why they can't just refund me in store, she asks me to hold while she contacts the Manager to inform him to issue me a refund! Finally this ends.... NOPE! She disconnects me! AGAIN! At this point I have had enough, her telling me alone that I SHOULD be able to get a refund in store and that she was contacting the Manager was enough to motivate me to go back to the store. I get there and confront the Assistant Manager this time, WHAT AN @&^#^%$! He tells me he has been informed of the situation and DID receive that call however he said he can no longer HELP me and that Corp will be handling the situation!? ARE, YOU, KIDDING ME?! I AGAIN bite my lip, my pride and my dignity and walk out and head back home.... Now in my 6 years experience dealing with customers, I have had times where I can not help a customer locate and item, give information on an item or return, but I have NEVER, EVER in my life told a customer SORRY YOUR SOL. You do NOT treat a customer like this and you DO NOT give up until you have exhausted every OUNCE of resources and guides and higher levels available at your disposal! EVER! At this point it is CLEAR that Circuit City even though at FAULT for this entire situation, is only concerned with THEY'RE MONEY! NOT MINE! When I return home I call back to Corp NOW trying to figure out what is even going ON. When I do, they transfer me to the STORE, and this time the Store Director which has NO regards for phone etiquette and did NOT even SEEM interested in MY side of the story and would barely let me speak saying "You want a refund right? No sir, You are calling about a refund correct?" Once I was ABLE to finally explain to him the situation he first began by saying "WHAT I KNOW IS, that you purchased an item using an AMEX gift card correct?" WRONG! Obviously his employees gave him TOTALLY incorrect information! I explained to him that I was informed I could receive a refund ON a prepaid AMEX card, once this info settled into his head his tone completely changed, probably because if I did MAKE a purchase ON an AMEX card and returned the item back the refund WILL make it back to the card, NOT if I purchase the card then issue a separate refund onto the card. INFO GIVEN BY THEY'RE EMPLOYEE! I got this the first time I spoke to Amex, what the MANAGER should have done IN THE FIRST PLACE! He asked why they would tell me that I said I have NO idea, and that they offered it as a CASH back option. BOY did I ever hear someone gulp as much as he did in my life!!!! He put me on hold well at least thinking he did and I could hear the same employee in the room that helped me to begin with get a BIG butt chewing. Obviously SOMEONE did something they weren't supposed to! So from there he came back MUCH more willing and MUCH nicer saying he would resolve this matter and would return my call today or by tommorow latest! Now in my closing statements I really want to make it clear, through all this I've been through, through ALL the pointless frustration, all the waiting, ALL the mis-information, I would THINK a Manager, someone who is in charge of not only the employees but the overall satisfaction of the customers, the ones that WRITE your paycheck! Would be able to take a step back and say you know what, you shouldn't have to go through all this, lets sit down, and resolve this matter because we VALUE your business and we want to make things right. Instead I go through hang up after hang up, have been told literally over 20 times "I CAN'T HELP YOU" which is the number 1 cardinal RULE you don't break with a customer. Why?! Because I can go RIGHT across the street and find someone who CAN help me! So I'm not only posting this on EVERY complaint and review website I can find but I'm heading to that exact store at 8am and I'm printing out HUNDREDS of these to hand out to any customer I see APPROACHING CIRCUIT CITY! Why? Simple, I'm standing up for anyone who has EVER been ripped off, lied to, misled, or jerked around by a Corp company. This letter is for EVERYONE thats ever been ripped off, scammed, misled, sent around in circles and even stepped on by Corp @&*holes who don't give two cents about YOUR hard earned money! To make my point and show how serious I am I'm including my personal cell number for all those who feel how I feel, and have been through what I've been through can call me and tell me YOUR story and I WILL be at Circuit City August 20th handing these out so if you would like to stop by and give your support please feel free! Don't take being stepped on by a company like CC. Because behind all that red tape and behind all the employee's its JUST a NAME!
League City, T.X.
Today I have finally received confirmation by AMEX that the amount that was missing was indeed transfered BACK to the store at 11:30 am! Good news right? WRONG AGAIN! I printed out a balance history for the card SHOWING CC received the funds BACK to the store. And proceeded back to the store being as how the manager told me very clearly that once they received the refund back I could come and get a gift card for the amount of the return. I called the store on the way and asked to speak to the manager to inform him about the status and let him know I am on my way. A female associate answers and is BLATENTLY rude to me once I say what its regarding, and refuses to transfer me to the manager, I then proceed to inform her "Thats fine I will be coming in to resolve this issue myself with the store manager". She THEN tells me the most unbelievable thing ive EVER heard stating "Sir that sounds like a threat im hanging up now!" A threat!? ME saying I am comming to RESOLVE *not fight or argue* the situation with a manager is threatening?! I arrive there and when I do I walk to the front desk and another female associate after I explain why I am there tells me "I have been informed by management that they will not speak to you because you said you are contacting a lawyer" NO JOKE! Yes THIS really happened! I said this was rediculous and have never in my entire life been treated this way inside our outside a business! I wait 15 min, 30 min, 45min finally an associate proceeds to help me and then the manager comes asking me how can he help me. Acting like NOTHING had happened and he had never spoken to me before. I pull out my reciepts, my paperwork showing the transfer BACK to CC for the credit as I was instructed to do. Another female associate takes the paperwork to verify with AMEX, and the manager says this doesn't verify ANYTHING! The female assoc. while on the phone leans over and tells him YES the funds WERE sent back to the store! He ARGUES with her saying we need to verify with CC Corp before anything can be done. I said fine ill wait! Almost 2 hours of waiting later I am confronted by the manager saying he has news but it might not be what I like to hear. He then tells me that he cannot verify that funds were received by CC from AMEX and it would take 3-5 days to confirm. Strange considering I had a printed document stating that it HAS indeed hit CC, and the female associate had told him the same thing! Angered and finally fed up I asked the manager if he feels this has been exceptable customer service, he doesn't answer and instead raises HIS voice and proceeds to tell me there is NOTHING else he can do his hands are tied. The same manager that gave me his WORD that once funds were received back he could issue me back a gift card! I then ask him about the "lawyer and threat" mishap and he says I didn't say you called a lawyers sir, who said that? I told him it was a female associate who did not tell me her name before hanging up! After telling him exactly how I feel about my experience with CC, he then brings BACK up the phone call saying "sir I know I was listening in on the conversation". And I asked again "Did you hear me say anything about a lawyer?" He does not answer and instead says "I'm not saying anything about you calling a lawyer, I have the whole conversation recorded if I need to refer back to it" RECORDED?! Isn't there some invasion of privacy associated with recording phone calls WITHOUT my knowledge?! Again NO answer, he raises his voice HIGHER saying "You want a refund correct?! What do you want me to do?! You want a refund right?! You need to wait 3-5 days as our policy states in this situation thats all we can do!" Policy?! What policy did I miss that says I have to be lied to and told one thing only to be told another?! He walks inside and im left again with no resolution except wait 3-5 days to "SEE" if the funds are back which he already confirmed that via AMEX to see where to proceed from there! First it was 3-4 days, then 6-8 weeks then 3-5 days the story changes EVERYTIME I speak to someone! Whats REALLY sad is that the DM was present at the store the entire time and REFUSED to even address my situation or offer his support even when I asked! REFUSED a DM refusing to speak to a customer with an issue, I can see EXACTLY how CC feels about customers and customer service! I will keep this updated in fine detail for the next couple of days and we will see if CC's story changes AGAIN at that time!