Complaint Review: Circuit City

I purchase a television several months ago online. It was delivered to my home and works great. I asked the Circuit City deliver person why I did not get the $50 merchandice credit with the television, and he assured me that it would be sent to me.

I called their customer service number three days ago and was informed that I would need to fill out a form, but she could not provide me the form. She suggested that I might be able to find one if I drive to a store. I asked to speak to a manager and was disconnected. From her accent, it sounds like customer service was outsourced to India, and they don't appear to be doing a good job.

I sent an e-mail to customer service through the link on the website with all my information and asked for the card to be sent to me immediately. I received a reply stating that the offer is expired and I am no longer eligible for a rebate or merchandise credit.

I replied with additional information (I can't fill out a form I never received) and sent the and asked for my complaint and request be escalated to a manager or somebody with the authority to resolve my issue. I received the same basic reply, with the ending sentiment "Thanks again for writing to Circuit City. Your continued patronage is important to our company. We hope to have the occasion to serve your future consumer electronics, home, office and entertainment needs."

I forwarded my entire e-mail exchange two days ago to Gary M. Mierenfeld, Senior Vice President, Store Development, Procurement, Distribution, and Service. I used the e-mail address: gary_mierenfeld@circuitcity.com

I have not yet heard back, so I will spend my electronics dollars elsewhere. Too bad, I always liked the store until this happened.

I may yet go into a retail outlet to see if I can find anybody with the authority and brains to help me get my certificate, but probably not. I think the merchandise certificate offer is a scam - I would like to see data on Circuit City's redemption rate.

Dee
Lakewood, Colorado
U.S.A.