Complaint Review: Circuit City - Moreno Valley California

First off, lets keep in mind that it was not I that made the orginal post. I came here when I noticed a pattern on Circuit City of employees attacking consumers at every chance. Mainly by the same 3 or 4. About the "policy being posted", I'm sure it is posted SOMEWHERE at my local CC. But it certainly isnt posted "everywhere" that these trolls make it sound. And regardless the whole issue of these "posted polices" is moot anyway. If they are or not really doesnt matter. I came to this thread to point out that these employees are on the attack and refuse to acknowledge ANYTHING. They only brought up this issue of "posted policies being everywhere" after they used several other angles and excuses. It certainly shows a pattern. Now about Fry's, Best Buy, etc. I havent attacked them, because I dont see a pattern of THEIR employees comming here and calling customers crooks and liars. I'm sure there is the random Fry's employee or Best Buy one. But still no pattern of abuse and insults that seems to come like a raging torrent from these CC patriots. What I HAVE seen about these other stores is that they DO have policies either the same or even near identical. Yet on average the manager (or someone with similar authority) will get involved and make a management level decision and work out some sort of arrangement to address the consumers concerns. It is, in the end, up to people at these levels to "act" upon their polices and decide what is needed. I see NO SORT of "T.L.C." like this comming from ANY post about Circuit City. Their un-wavering attitude towards "the customer must stick to policy....regardless of the issue" is the problem at hand in that case. To see employees just banter about it as a "get out of jail free" card is just insulting. And to use "policy" like the restocking issue on a broken and defective item is certainly not a fair use of "policy". Sounds more like a way to STICK-IT to the consumer for a defective product and make money for no services or product rendered.

As I stated previously Heather not all store polices are the same and that's my issue. Other store have a restocking fee, I agree to that but if you read them (and they are posted above because I copied them off of the other stores sites and pasted them here) they have different ideas as to why you will be charged that fee and a faulty product is not one of them and on top of that someone including the store manager has a chance to bypass the policy if they consider it to be a just and worthy complaint. However I guess in the case of CC they do not trust their employees or managers to make that decision as they have NO ability to reverse the fee even if the complaint is just and unworthy of a stocking fee. Now I would gladly complain about other stores and their policy on returns or whatever if I ever have the misfortune to be treated as badly as I was by CC (threats of being arrested and so forth) but I have never ever been treated with such disrespect and contempt as what I was by a CC manager who just hid behind a very unfair policy and for the record I have returned items to CompUSA, BestBuy and Fry's when they are faulty and have never been charged a restocking fee, so just like it was stated above I will let my wallet do the talking and I swear as long as I live will NEVER spend another cent in CC and I will make sure that everyone I know through friends, family and work will hear how CC are willing to mistreat their customers and then really don't care about it and infact wish that they would lose more customers!

Ben, if in the store by you the return policy is not posted and you take issue with this, contact the store. Contact corporate with the store number. It is posted at the cash register in all Circuit City's that I have visited. I find it very hard to believe that the store near you does not post them. I believe you are saying that to help you argue on this website. I don't believe anyone has said that Circuit City has done no wrong. The fact of the matter is, that Best Buy, Frys and many other electronics stores have the same retrun policies as Circuit City. If you complain about one, complain about them all.

The policy IS NOT posted everywhere. At least not in the stores around here. I already mentioned that (once again forcing me to repeat myself). I mentioned that when "chris" switched his line to "the policy is on the back of the recipt". Of course that was after the excuse of "it wasnt in stock", which was after the excuse of "customer is a crook". Now if the policy is REALLY all around the store then why did these yahoos jump on the "its on the recipt...its ON THE RECIPT!!" bandwagon? Why did they not just state its "everywhere" (even tho apparently it isnt!)? And who in their right mind would enforce a policy thats only on a piece of paper AFTER THE SALE?! Is there some reason why CC doesnt want the consumer to know until AFTER they have made the purchase? At a time when there is NOTHING the consumer can do about it? Also if you really paid attention, I was not the one that made the original post. I just defended the original poster. Because I think its really unfair when employees of a store imeadiately jump on the "customer is a crook" bandwagon. Especially for something that any normal honest store would just say "gee it doenst work....here let me get you a replacement". I will REPEAT.......... IF IT DOESNT WORK OUT OF THE BOX.....REPLACE IT.....OR REFUND IT. HONOR YOUR WARRANTIES. Just because its "policy" to you doesnt mean we have to like it or even consider it fair. There are things called BAD POLICY. I will repeat this as many times as you post with your different excuses (its been 4 days....your due for a new one anyway).

"I am not afraid to point the finger at myself or Circuit City." There is a laugh! To bad nobody has ever mentioned CC could do wrong. Then maybe that line might have some credit. All you people have done is come up with new excuse after new excuse to explain why CC is PERFECT! And can do no wrong ever!

We get it....we get it. CC never does anything wrong. Your return policies are perfect. You dont care if you honor warranties or not. You dont want us as customers. Got it. Just because YOU think your policies are fine doesnt mean they ARE NOT a rip off (refer to the copy from the home page of this website). And just for future note.....it takes more than a few gains in one quarter on the stock market to make a business. Sooooo tell me about that store that closed down that poor gal tried to deal with, only to have another store tell her to call the 800 number? And I will repeat......... IF SOMETHING DOESNT WORK OUT OF THE BOX.....REPLACE IT.....OR REFUND THE MONEY. And..... HONOR YOUR WARRANTIES. Since Alex has made it well and clear just how a CC employee thinks of its customers (basically by saying he wishes more would leave....) here on a public website, I really dont need to add anything more. You made my case for me.

GET OVER IT! The return policies are posted all over the place. The rules apply to everyone. Whoever said the "Customer is always right" should have said "The customer always THINKS they are right". Why should the rules not apply to you? Instead of engaging in arguments over it, why don't you just get over it and move on? You got charged a re-stocking fee. Big deal. Are you that strapped for cash? Oh yeah. I do not work for Circuit City. Never have.

Ben, You say we CC is hiding behind policy?!? Get real, show me a company that does not have a policy in place and I will show you a bankrupt company. My point is, if you don't like our policy then don't buy from us, buy from one of our competitors whose policy it is you do like. You do know that all our major competitors have the same if not more strict policy than us right? They are not evil rules, they are simple rules printed on every reciept, posted at the front of every store. I am not discrediting everyone's ripoff report, it is a big company, things do happen, people have a right to let other people know. This sight also allows for people to give rebuttals to give the employees of companies opportunity to give sometimes helpfull imformation or sometimes to debate that the customer was in fact not ripped off and to state why. You say I have my head on the floor of CC, of course I do, I work for them. I take pride in my job and I take even more pride in my ethics. You my friend are more onesided and biased than myself. I can look at the point of view of the customer because like you my friend I am a huge consumer and have higher expectations than most about what good customer service is. I am not afraid to point the finger at myself or Circuit City. You are than one that has tunnel vision and wants to prove everyone wrong that has a different opinion than yourself. So before you judge me buddy, take at look in the mirror.

Go ahead and take a look at the stock prices. Please, you will see CC posted a gain this quarter so you are flat out wrong about us losing money. As for the last five years something magical happened. There was a store that focused on only selling. Forgoing customer service and knowledgeable employes. By not paying comission and not hiring educated labor this store was able to make good gains and rise ahead of CC. Our store also did poorly because corprate stretched themselves to thin. Stupid things like DIVX and and car companies cost the store money, not poor customer service. Until you can back up your claims I would shut up. Your bais is preventing me from taking you seriously.

too bad its only Ben thats leaving... sometimes i wish more would go...

Maybe you people need to know a bit more about this website. Once again let me beat you silly with a quote....from the homepage of this site..... "HELPING YOU, THE CONSUMER... Search the Rip-off Report before you do business with retail stores with bad return policies, checking & credit theft, rebate fraud or other unscrupulous business policies such as phony auto repairs, auto dealer bait-and-switch tactics, restaurants with bad service or food, corrupt government employees & politicians, police corruption, home builders, contractors, unethical doctors &lawyers, online stores that sell non-existent products, dead beat dads & moms, landlords & tenants, fraudulent employment & business opportunities, and individual con artists who scam consumers. These are just a few of the countless topics available, and the list is continually modified as new categories emerge." Now take notice of the part about "bad return policies". Alex, the reason I keep comming back was for two reasons. One, this "chris" constantly and consistantly attacked every poster he could trying to make them look like the bad guy. Making up new reasons for why CC doesnt do things fairly every time he gets shot down. Going as far as saying that the customer was a crook. Thats an absolute insult, and certainly not a way to "help" as he claimed. Two, he and other (most likely yourself included) CC patriots that post here eventually fall on the age old response of "cant you people just follow policy....its always consumers that cant follow rules....". That is also an insult. As you can see from homepage quote, there are things called "BAD" policy. Just because its your "rule" doesnt mean its a get out of jail card for you people. People dont have to like it, and dont have to swallow it. If it seems unfair, then they have a right to state they think that way. If "chris" or any other of you yahoos think its your right to try and bash them as crooks because your such a patriot for a company with dubious business practices, then expect me to respond in kind. As for this "you have only proven that restocking fees are the norm" part..... I think someone earlier made it quite clear when they posted the return policies of other big-box stores and proved witout a doubt that CC has the harshest. And one more thing Alex. Get your head off the floor of CC store and go take a look at the stock prices of CC. And then look at its last 5 years. I think you will be quite surprised at the trend. Go work for an honest up-front company. We as consumers will certainly take your advice, and go shop elsewhere.

"This is for Ben, I put this whole thing in quotes for you so you don't have to repeat it back to me when you respond. For real brother, if you don't like our policies, shop at another store already. We have alot of people who are very happy to shop with us and as a result we are still in business. You don't stay in business for over fifty years by accident. Is Circuit City perfect? No. Does Circuit City make mistakes? Yes. Everyday I am at work to help the customer in anyway I can. I am not going to rewrite, nor can I rewrite, company policy just because an individual feels that they do not have to follow the rules. That is not fair to the majority of consumers who educate themselves on policy before the purchase and follow them when doing a return or exchange. I will bend the rules to the best of my ability if we screwed up and did something wrong to try and resolve the problem. Can I resolve every problem, no. Am I out to get you? No man, I have better things to do with my time, it is a job. I like my job, I like helping people. I understand if you have a negative experience with a company that you will go somewhere else to shop, I know I do also. Getting back to my point stop waisting your time bashing someone because they like the company they work for. If you really feel like CC is the Anti-Christ than go to Best Buy. For those that feel like Best Buy is the devil, they come to us and life goes on." (end of said quote)

If you don't shop at Circuit City anyway... what do you have to complain about?

If you don't shop at Circuit City anyway... what do you have to complain about?

If you don't shop at Circuit City anyway... what do you have to complain about?

If you don't shop at Circuit City anyway... what do you have to complain about?

A quote from above.... "However, YOU only proved OUR contention that stores have the RIGHT TO CHARgE YOU A RESTOCKING FEE at their DISCRETION! DEFECTIVE OR NOT." And WE as CONSUMERS can dictate what we feel is UNFAIR, and thus, shop elsewhere. Yes most if not all big-box stores have restocking fees. But some are more harsh than others. CC is about the most anal I have ever seen. And to make a person pay a restocking fee on something defective is WRONG. So basically your saying "if you dont like it shop somewhere else". Well, thats what we are doing. If you dont like it, the shut up, or change your policy. ITS OUR RIGHT.

Most electronic stores like Best Buy, CompUSA, Circuit City, etc etc etc have simular policies when it comes to restocking fees on computers, PDAs, and GPS units. Now yes the policies may vary from company to company but its pretty simular enough to get the idea. Also Circuit City does have the policies pretty well stated around the store when it comes to restocking fees. If you are unsure of what the policy is then you can ask an employee on what the policy is. It is YOUR job as a consumer to find out what the policies are.

Ok its time boys and girls for another funny quote from "chris" the CC patriot...... "Ok, you will never, repeat NEVER be charged a restocking fee on a defective product when you get a replacement, NEVER!" Well, apparently this person.......DID! The thing broke, it was defective, they lost faith in the product and wanted their money back, they got hit with a restocking fee. Oh and take your "replacement" and stick it! If they lost faith in a defective product and wanted to buy something else thats thier right. If CC has rules against that then I call them UNFAIR and a ripoff. To force a consumer to just get an identical product that obviously has flaws is just vile.

and that EACH store has a policy on them. CC has a policy in place that works for them Of course it will differ slightly from OTHER stores' policies. However, YOU only proved OUR contention that stores have the RIGHT TO CHARgE YOU A RESTOCKING FEE at their DISCRETION! DEFECTIVE OR NOT. "Please note the difference here, the Customer Support Agent has the power and ability to waive the restocking fee." And please note that THEY DO NOT HAVE TO WAVE IT!

Just like the CC manager I dealt with you do not read or listen, your policy is not the same as others as I quote again, Best Buy: "Restocking Fee Unless defective, a restocking fee of 15% will be charged on opened notebook computers, projectors, camcorders, digital cameras, radar detectors, GPS/navigation and in-car video systems. Unless defective, a restocking fee of 25% will be charged on special order products, including appliances." Please note the unless defective comment, big difference from CC who charge you whether it is defective or not. NewEgg: "There is a restocking fee of 15% on all returns for refund (RMA Refund), unless waived by a Customer Support Agent. We charge this 15% restocking fee for all returns for refund to encourage customers to purchase products they intend to keep. We offer RMA Replacement without any restocking fee to support customers who have received a defective product. For CPU and Memory refunds, any restocking fee we use will be a reflection on current market value for the same cpu item. Newegg.com does not support attempts to profit from CPU and Memory price fluctuations." Please note the difference here, the Customer Support Agent has the power and ability to waive the restocking fee. And again the complaint is not about having a restocking fee thats fine for buyers remorse, but for a defective product it sucks, one thing that I didn't add to the original report was I asked for a store credit for the full amount of the product to see if that saved me paying a restocking fee for a defective product, so CC would have kept my money, but no they would not budge on a policy that penalizes a customer for wanting their money back after one day for a faulty, lost faith in product. I'm not critizing a policy that is fair and just for instances like mine, just like Newegg and Best Buy allow for (please read above to make sure you understand their policies before comments like they are verbatim) and have a restocking fee that a manager is capable of making discretionary not a hard fast rule, is that too much to ask?

Ok, you will never, repeat NEVER be charged a restocking fee on a defective product when you get a replacement, NEVER! If you dont like the product you can exchange it for something better. Restocking fees are on mostly computer related products so usually if a customer dosent like a product its because it isnt good enough for them and they need soemthing better. If you change your mind and dont want the product you will be charged. It only makes sense when you think about. You can not purchase something on a whim and decide you dont want it. CC used to have an open return policy up to about two years ago and they stopped. The reason being is customers abuse it. And Newegg and Fry's return policy is the same as ours, in fact its like its vertabtim. Also I dont see how saying the return policy is on the recipt (I actually dont think I did) and saying its at the register is a point that I am wrong. If I need to list every location for my point to be valid I will. The return policy is listed at every front register and at every CSA register. Every kiosk in the store has the policy listed too. The recipt has the policy and so does CC.com. For computer installations the return policy is listed on the back of the customers copy of the work sheet. The policy is listed at the enter/exit doors as well as the "service" door. Is that clear enough, lord knows I dont want to forget a spot or I might be lieing or something.

Hmmmm, first its "cant you follow the rules....their on every recipt!!". Now its "Its posted everywhere!". Well I've NEVER seen them posted anywhere but on the recipt. I mentioned that in my last post. Funny how you change your tune suddenly. Let me guess, the next excuse will be good'ol #3...... "It wasnt in stock" Get real. Now give me an excuse of why CC's rules, even if they were posted everywhere, are about the harshest I've ever seen. Like I said, just because you call them "rules" doesnt mean we have to like them, and it doesnt mean we cant call them a "rip off". I certianly dont call a restocking fee on something that never worked, right out of the box, a fair policy.

Have you ever shopped at a Circuit City?! Our return policy is posted at every register so you cant say we let the customer know "after the fact". Also it is a flat out lie to say we dont discuss restocking fees openly. I tell customers who seem uneasy about their purchases to make sure they really want the product because it will cost them if they arent.

Have you ever shopped at a Circuit City?! Our return policy is posted at every register so you cant say we let the customer know "after the fact". Also it is a flat out lie to say we dont discuss restocking fees openly. I tell customers who seem uneasy about their purchases to make sure they really want the product because it will cost them if they arent.

Have you ever shopped at a Circuit City?! Our return policy is posted at every register so you cant say we let the customer know "after the fact". Also it is a flat out lie to say we dont discuss restocking fees openly. I tell customers who seem uneasy about their purchases to make sure they really want the product because it will cost them if they arent.

Well I will have to say, for my store... We DO post the rules everywhere... above all the laptops, desktops... all that... cameras, camcorders just so we don't get complaints And I wasn't speaking of warrenties either, I was speaking of return policies And another thing... many times I have seen my managers help a customer to the CUSTOMER's benefit... even when it upset ME that the manager did that... I'm sorry you've been hurt there Ben... But we're really not ALL bad...

I will use a quote from you on another thread that you bantered about CC's "rules".... "the store does have an option at any time to stand by, or disregard its policies..." Well, what do you have to say about that? I find it outrageous that CC expects customers to abide by their overblown and unfair rules when CC itself doesnt even need too. How would you like it if you purchased a car for $20K and the "sales associate" told you it had a 4year/40,000 mile warranty. Then the second you drove it off the lot, the engine blew up. Then the dealership responded (after you pushed it back on the lot!)...... "the dealership does have an option at any time to stand by, or disregard its policies..." I'm sure you wouldnt be too happy. CC doesnt even honor its OWN policy! How can you sit there and say over and over and over on multiple threads "just follow the rules"?? Its an insult when we are misled most of the time on what they even are. And when it comes to blows over an issue CC always skirts the customer....ALWAYS! Sheesh man! CC cant even live up to its own simple warranty promises!! If a person buys a warranty.......HONOR IT!! There's a real "rule" for you. So my questions to you are......Why cant CC be honest? Why cant CC be fair? Why cant CC honor warranties it sells? And most importantly.... ....Why cant CC put up its overblown and unfair "rules" outright in places customers can find them instead of hiding them on the back of recipts where customers will only learn about them after the sale, and past the point of no return??????? Want us to follow the rules....then live up to the promises you made!

Well lets see..... 1. Your sales associates dont disclose these "rules" for restocking fees openly. 2. The "rules" for restocking are put on the back of the recipt. Which is "after the fact" and thus totally worthless for a customer that doesnt agree with them since they are now obviously past the sale, and past the point of no return. 3. CC often uses this "rule" on people with legitimate DOA products. How can you possibly force a customer to pay 10-15% on a product that was broken from day one. 4. CC rarely if ever posts these rules in an open fashion around the store. Ive never seen one. The only place it is posted is on the back of a recipt. 5. Its up to the store managers how this "rule" is applied. Usually its used in a horrible fashion to PUNISH rather than simply be a rule. A manager is just upset he might get in trouble with your "higher-ups" who have no clue about whats going on, on the floor level (said by MANY sales associates for CC on this website). If you want people to follow the rules thats fine. But your rules have to be fair, and used fairly. CC does NOT do this. If you like your rules, so be it. But just remember there are lots of big-box stores out there without such harsh rules that are not disclosed openly. Stick to your guns by all means. We will shop elsewhere, where we are more respected as customers instead of cash cows to be milked on the whim of a store managers worry over his ending monthly numbers. Just becauase you call them "rules", doesnt mean WE have to like them. And it doesnt mean they are not a rip off! Call them what you want, they still suck. Your sales will start to show that (and have already).

Ben, Why can't you just follow the rules? We have rules... Why can't you just accept the rules?

and anyone who is surprised by it should never ever set foot into a store ever again. Restocking fees are away for the company to regain its loss on defective or returned merchandise. The distributor they buy from, may not "refund" them the entire amount that their store purcahsed the item for, or the item now has to take up space on their floor (should the item not be a defective return). Restocking fees have been around since the 60's WHERE HAVE YOU GUYS BEEN? Not defending circuit city, best buy or any store for that matter, but I happen to READ THE RETURN policies FOR EVERY STORE I GO TO!

OK here are some return policies pulled from your competitors web sites: Best Buy: "Restocking Fee Unless defective, a restocking fee of 15% will be charged on opened notebook computers, projectors, camcorders, digital cameras, radar detectors, GPS/navigation and in-car video systems. Unless defective, a restocking fee of 25% will be charged on special order products, including appliances." Please note the unless defective comment, big difference from CC who charge you whether it is defective or not. NewEgg: "There is a restocking fee of 15% on all returns for refund (RMA Refund), unless waived by a Customer Support Agent. We charge this 15% restocking fee for all returns for refund to encourage customers to purchase products they intend to keep. We offer RMA Replacement without any restocking fee to support customers who have received a defective product. For CPU and Memory refunds, any restocking fee we use will be a reflection on current market value for the same cpu item. Newegg.com does not support attempts to profit from CPU and Memory price fluctuations." Please note the difference here, the Customer Support Agent has the power and ability to waive the restocking fee......hmmm I think both Newegg and Best Buy both wish to keep their customers and the staff and managers either have sensible policies or the power to make the change, unlike CC who just get abusive and threaten to call the police to have you removed from the store. So once again CC lose and by the way I have now told about 50 different people about my wonderful experience with CC, so I wonder how many potential customers they have already lost, I hope that Call Center in India really saves you guys some money to cover the lost customers.

I missed this little piece of choice candy from "chris"..... "Actually, what I never get is why customers can never read the recipt." This in response to a consumer upset over restocking fees. Now tell me "chris", why is the CC return policy on the back of the recipt? That would be AFTER the sale. After the sale a customer is locked in and can do nothing. Not a very "open" way of doing business if you ask me. Now before you get your panties in a ruffle and give me some comeback like.... "well, at OUR store we have them posted" Let me respond with....HEY, you DID say "read the RECIPT". Which implies that is your point of informing the customer of CC's policy. The point AFTER the sale. The point where the customer has no rights and CC bags the cash. So dont even bother telling me you have them posted. By your own words, your angle is "read the recipt" period. Certainly not an open manor in which to go about things.....after the fact.

And another famous quote from our favorite Circuit City patriot!! (Christ Chris, now its getting obvious that CC pays you to do this. Did they lose a lawsuit against this site or something recently to pay you to come here and post all these wonderful things about CC??) "I also never get why they cant just exchange the product or swap it for another." Oh well, lets see "chris", perhaps the reason that they didnt ask for another one is because (and I'll use another one of your famous quotes from another thread)....... "They didnt have them in stock" Thats the usual one liner that CC will pull when the just want to stick it to the consumer. Its broken so you take it back. They claim you broke it. You deny the charges. They refuse to take it back. You demand to return it. You offer to swap it for a new one. They say they are out of stock. You demand your money back. They hit you with a restocking fee. Nice little money maker CC has there.

"It seems strange to me that all the Circuit City employees are so gung h*o about defending the company they work for. Don't they realize that by defending a company with such rediculous policies will eventually put them out of a job or is that also part of the rules of working there, to defend the wonderful company that they work for." Do me a favor. Go to Best Buy or Fry's or even Newegg and read their return policy. I can bet my meager paycheck that it will be the same as ours. Actually, what I never get is why customers can never read the recipt. I also never get why they cant just exchange the product or swap it for another.

Companies have rules just as much as you have to obey a speedlimit... if you don't like it... tough and... actually business is always up for us we follow the rules, our customers follow the rules that have been set down... everyone is happy aren't they? I sure am and Circuit City stock went up today too

It seems strange to me that all the Circuit City employees are so gung h*o about defending the company they work for. Don't they realize that by defending a company with such rediculous policies will eventually put them out of a job or is that also part of the rules of working there, to defend the wonderful company that they work for. I have worked in many service orintated jobs both here and in the UK and even in the UK ripping off a customer the way the Circuit City does the companies know that they have lost that customer forever and probably everyone else that customer tells about the way they were ripped off. I for one have told over a dozen people about my experience at Circuit City and some of those people including myself have spent many thousands of dollars at CC that are now destined for a competitors profit margin. And don't even think of telling me those other stores are the same, with the same policies because I have returned items to Best Buy and never had the same kind of issue or rudeness from a manager as I had at Circuit City. It was disgusting and I dared the manager to call the police after he threatened to have me removed and that to me just said it all "We at Circuit City don't want your trade or your money, in fact to make sure, we will have you arrested because you don't appreciate us ripping you off!" So tell me if the way to make the customer happy and making sure the customer is a repeat customer along with all of their friends and family and to keep you silly people in a job,(that believe that CC is a great company to work for, which just facinates me even more, because if a company treats it's customers like this then how it must treat you guys that work for it is beyond me) is to treat them this way then this company most definatly has it's policies and priorities very very wrong!

We have restocking fees on GPS devices now... You did have the option for an exchange or upgrade