Complaint Review: Circuit City - Richmond Virginia

Emily - Thanks for the comments. I appreciate the information, but a few points: : I can accept the company policy on Price Matching, but the individuals in the telephone Ordering Centers centers with Circuit City are the ones that need to be updated on their company policy. They either don't understand it - or intentionally misrepresent it to get the order placed. : Not sure if the Circuit City has moved overseas since you looked in to them, but "Henry" with Circuit City's Telephone Ordering Center actually told me that he was in India. The supervisors that I spoke with were Indian as well. It's highly possible that Henry either lied about being in India or didn't understand me. : In defense or Circuit City, I was told that I could take it to the store directly to get a refund. I would have gone through that inconvenience and taken it to the store if I had realized just how long it would have taken to reject the order and get the refund. Apparently Circuit City's computer system is "unable" to cancel an order placed minutes earlier, but when it came to refunding the money - it took them weeks.

Price match deals generally do not apply to wholesalers' prices, as the retail outfit itself pays the prices wholesalers charge. You mentioned you were looking for the equipment on the internet, so it is very likely you were browsing a wholesaler - that's what most of the online-only stores are. That's a good thing to watch and distinguish between when looking for price match deals. I suspect that the time delay came from the time it took Circuit City to mail the package to you, the time it took to be shipped back to them, the time it took to be processed, for them to place the credit, for your bank to post the credit, etc. In future situations your best bet would be instead of rejecting the package to just accept it and take it to a local Circuit City with proof you purchased it from them (a sales receipt should have been enclosed) and they would refund it wholly on the spot, without all of the intermediate steps. Also, I live in Richmond, VA and have worked as a call center telephone representative at a few places. One such place that I considered was Circuit City - their corporate headquarters, telephone ordering headquarters, and customer service call center headquarters, are all located here in Richmond, in the States, not India. Although I have not worked at Circuit City, every place that I have worked for monitors the calls to prevent just the sort of behavior you described from Eric, and you can take comfort in knowing Eric was probably fired or at least sanctioned for impersonating a supervisor.

The "ordering" was done over the phone through the number given on the Circuit City website, so there was no store or store manager to contact. All my correspondence was with either the phone ordering center in India, Circuit City corporate or with customer "service" (I would guess also in India). The credit did finally arrive on my card, so I am done with Circuit City. It's unfortunate, but I will NEVER use Circuit City again. I was repeatedly told false information and my checking account was debited nearly $1,000 for over a month because of it. If anyone from Circuit City reads this, my experience with your ordering process and customer service was terrible & I'd be surprised if others weren't going through the same. I don't know if we could do any better in the States, but I would highly recommend rethinking the entire "off shore" call centers. Those taking the orders and servicing your customers should be knowledgeable and courtesy. Everyone that I dealt with was the exact opposite!

dan i do understand some of your ordeal. I can explain the 3-5 card transaction problem because before i started working at CC it did that for me too. after we do a return it takes the bank a couple of days if they are lazy to post it to your account, so that would be the banks fault as far as getting your money in for 3-5 days. now as far as your money not getting back in your account at all, i find that very odd and eric trying to act like he was supervisor, if that was done in our store they would have been fired on the spot. In our store we pretty much price match anyone that is in our area, being that we are in the middle of a giant shopping area with compusa, best buy and hhgreeg and multitudes of other places less then 2 mins away. have you spoke with the store director about eric yet?

dan i do understand some of your ordeal. I can explain the 3-5 card transaction problem because before i started working at CC it did that for me too. after we do a return it takes the bank a couple of days if they are lazy to post it to your account, so that would be the banks fault as far as getting your money in for 3-5 days. now as far as your money not getting back in your account at all, i find that very odd and eric trying to act like he was supervisor, if that was done in our store they would have been fired on the spot. In our store we pretty much price match anyone that is in our area, being that we are in the middle of a giant shopping area with compusa, best buy and hhgreeg and multitudes of other places less then 2 mins away. have you spoke with the store director about eric yet?

dan i do understand some of your ordeal. I can explain the 3-5 card transaction problem because before i started working at CC it did that for me too. after we do a return it takes the bank a couple of days if they are lazy to post it to your account, so that would be the banks fault as far as getting your money in for 3-5 days. now as far as your money not getting back in your account at all, i find that very odd and eric trying to act like he was supervisor, if that was done in our store they would have been fired on the spot. In our store we pretty much price match anyone that is in our area, being that we are in the middle of a giant shopping area with compusa, best buy and hhgreeg and multitudes of other places less then 2 mins away. have you spoke with the store director about eric yet?