Complaint Review: Circuit City Stores - Nationwide

This is lengthy but I urge you to read both sides of the correspondence before you consider ever buying anything from Circuit City. This has been the most unhappy processing experience of my entire life. First let me say that I had been a long time customer of theirs. I just couldnt believe that they would be so dishonest and treat their customers so unfairly. I kept thinking I hadn't gotten to talk to the right person so as you will see below I would not give up. I eventually wrote their corporate offices and when you get to the bottom of this complaint you will be as shocked as I at their dishonesty and lack of concern for their customers. Here is the letter I sent to their customer service at their corporate office along with their reply.

This is in regards to order 4427-3xxxx.

On 7/10/2007 I ordered a camera, memory card and case, sent express shipping for my sons birthday. To date he still does not have the memory card which is needed to use the camera. It has been almost 2 months and I have not received the items that I paid 2 day shipping on.

On 8/9/2007 I called your customer service. I discussed the problem and they told me that I would be contacted by a customer service person within 2 days on 8/10/2007 I was contacted by your customer service. They told me that I could reorder the memory card but that I would have to pay the current price of 39.99. The card was originally 29.99 because it was bought as a package with the camera and the case.

I explained to the customer service person that I did not think that it was right to charge me $10 more for the same item that they had just failed to mail. This person then gave me a code number that was to be used to give me the $10 difference. I was told that I needed to go re-order the card and then call your customer service back with this code number and the new order number.

I was assured that once I did that that the $10 would be credited to the order. I did exactly what your customer service person instructed me to do. However, when I called your customer service with this code number and order number (4417-3296352) they told me that the code number was only a problem reference number and could not be used to credit the $10.

I was then told that the item had already been reordered anyway at the original 29.99 I asked if they would express ship that and was told it had already been put in the system and nothing cold be done to expedite the shipment. I was told that I was to cancel order # 4417-3296352 where I had reordered the card. I was told that they could not do it for me that I would have to do in on the website.

I was also told that it would be 2 weeks before I received the new memory card. Once again I did all the things your customer service person instructed me to do and waited once again. At the two weeks (it is now 8/25/2007, 46 days after my original 2 day shipping order) I called your customer service yet again. I was told this time that the order was canceled because it had not shipped and that if I wanted the memory card I would now have to pay $51.99 for it! (Now over $20 more).

I have now spent about 4-5 hours with writing and calling your customer service and my son has waited 2 months for his gift. All I want is my memory card for the price that I ordered it for. Can you explain why this is so difficult? I keep trying because it is so difficult to believe that your company policy would include such treatment of customers, treatment that leaves one feeling like they are being scammed. To say I am an unhappy customer is a serious understatement.

This was supposed to be a really nice gift for my son. Not only has he not been able to use his new camera for two months now but it has been the most unhappy purchasing experience in my entire life. So I am making one last attempt to let Circuit City make things right. I am flabbergasted that it is so difficult for your company to just give me what I ordered at the price I ordered it at even though it is two months late.

I remain hopeful that someone in your company can see how wrong it is to treat your customers this way and will make this situation right.

Sincerely,

XXXXXXX

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Circuit city's Reply:

Hello,

I do apologize that there was issue with regards to your order however, I must advise that the price adjustment request will be denied, at this time the Gc that was issued previously was out of consumerism.

Please feel free to contact me at the toll free number below or Email me.

Case Number: 677801

Sincerely,

Donald Gardner

Senior Customer Support Coordinator

Circuit City Corporate Offices

804-527-4000 ext 21031

800-251-2665 ext 21031

Donald Gardner/CCDirect/Circuit City@Circuit City,

...................

And if this is not bad enough, on the first call to Circuit city I was told that they would send me a gift card to cover the express shippping that I paid for but did not get. I got the gift card alright; however, when I went to use the card I was told that there was no money on the card. I came home and spent over an hour on the phone with Circuit City. They basically said there was nothing they could do. I asked them how I would have in my possession a gift card that never had any money loaded on it unless they had sent it to me. (They verified to me that the card had never been used). Once again their standard "customer service" reply: sorry I can't help you. thanks for being so patient. have a good day!

This is the first time I have ever refused to return to a place of business. I am one to be understanding but this is just so incredibly wrong. I feel like I have been major scammed and that they have no concern for their customers. They come across like they just don't care. Something you might expect from a small company but beware, just because they are large does not mean that they will stand by their customer.

How they contine to get away with such dishonesty is beyond me. But save yourself the grief I have been through and stay far far away from Circuit City!

Angry in California

Stevenson Ranch, California

U.S.A.

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