Complaint Review: Circuit City - Santa Rosa California

Danny Martinez, Manager

Circuit City Stores, Inc.

Store 237

2805 Santa Rosa Avenue

Santa Rosa, CA 95407-7627

Re: Transaction No. 023704740040, Salesperson: Michael Mazanec

Amount: $3,484.83

August 27, 2007: Circuit City Salesperson, Larry, was helpful and knowledgeable when I came into the store to buy a television on Monday, August 27. I decided on a 40" Samsung LCD HDTV and Larry advised me to have my home surveyed before making a final decision because I wanted the television installed on the wall. Larry paged Michael who set up the time for the survey for Saturday, September 1, 2007 between nine and 11am. Michael charged my American Express account $99.99 for the survey, refundable with installation. Michael was supposed to call me back with a confirmation number, but he did not and that is why the following day I called again for an appointment confirmation.

August 28, 2007: I called Firedog, who informed me they did not have a reservation for me for September 1. I called Circuit City, Michael was not available and I spoke to George. George took the information and called me back with a date and time for the survey and gave me a confirmation number 023704737202. The survey was to be Saturday, September 1, 2007 between 9 and 11:00am.

September 1, 2007: When no one showed up by 12, I called Circuit City and spoke to Michael. He told me he needed to check out the reason for the delay and would call me back. About 15 minutes later he called and said someone would be here (at my home) in about 20 minutes. I called back around 12:50 and Michael said there had been a delay and someone will be here in a ~ hour to 45 minutes. At 2:40, I spoke to Brianna and and when she told me that Michael was not available Itold her to cancel my appointment and I would go somewhere else to buy a television.

At 3:00pm a call came in from Casey of Circuit City who said he could not find my home. He was lost and looking (for my address) in Santa Rosa. I live in Petaluma.

I gave Casey direction to my home. He told me he was on his way. Half hour later, he called again to tell me he was just leaving. His explanation: He had to stop by the store to get a MapQuest and talk to his boss.

Twenty minutes later, he called again. He was on The Boulevard and could not find my home. He had passed right by and was up to the DMV turn. I told him to turn around and to turn left at ----. Five minutes later he called again. He was at ---- and missed my street again. I told him to turn around and take the first entrance after ---- and to wait for me in the parking lot at the entrance.

Once in my home, I wanted to know if a 40" HDTV could be installed on my wall and the cost for installation. Casey called his boss to discuss the cost of installation, and I could hear both sides of the conversation. As they were adding the cost, Casey added $89.00 for an extra speaker connection. I heard the other party say: "Do you think she will go for that?". Casey said, yes. Thus far, this experience was not good but when I heard these comments, I became concerned about being overcharged and wondered how far this would go. I asked Casey to give me a total amount for the television and installation.

September 2, 2007: I went to Circuit City to pick up a copy of my sales receipt and spoke to Michael. Upon returning home I studied my receipt and around 6:15 p.m., I called Circuit City and spoke to Michael and told him to credit my account for $3,484.83 and to send me a copy of my credit. He said ok. Casey called me a few minutes later and wanted to know the reason for canceling the sale.

September 3, 2007: 9:50am, Dan from Circuit City called to tell me that they will drop my television off in about half an hour. I told him the sale was canceled and I did not want the delivery.

I have since spoken to Matt twice on September 5, who told me he was in charge of the store in absence of manager, Danny Martinez. Matt said he would make sure to credit my account. After verifying with my bank card on September 7 and no credit has been applied to my account, I called Circuit City customer service and spoke to Jeff who also said he was in charge of the store when the manager was not in. Jeff was to call me back at my office and he did not. To this day my account has not been credited.

This is to let you know that unless a credit for $3,484.83 shows up on my account by Thursday, I will report Circuit City to the District Attorney and the Better Business Bureau for fraud and elder financial abuse.

This letter will be posted on the Internet.

Note:

I have never experienced such arrogance and incompetence and stupidity from a retail store employees. I sincerely feel that they planned to rip me off from the beginning. This above letter should have been received at the store two days ago. I never got to speak to the store manager. He was never there or available. Thus far, no one has called me to apologize and still no credit to my account. I bought a new HDTV over from Sears. It is installed and I am very satisfied with it. Sears customer service is much superior.

Elle

Petaluma, California

U.S.A.

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