Circuit City

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Category: Electronics

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United States

Circuit City Reviews

February 21, 2008
circuit city advantage protection plan
I purchased a Polaroid 32” LCD television and a corresponding Circuit City Advantage Protection Plan extended service warranty to protect my $1,000 investment. The sound quality has deteriorated over time and is now completely inaudible – a CRACKING AND POPPING NOISE overpowers the sound of the television program such that the program is inaudible. I called Circuit City's protection plan "hotline" (888) 333-2333 and scheduled a pickup to have my TV repaired. The service company came out and picked up the TV, and delivered it back to me a week later and said that they had repaired the problem. It was not fixed, so I called again and scheduled another pickup; they came out and a week or two after that, they delivered it back to me, again saying the problem had been fixed. While the delivery men were here, I tested the TV and found that the problem still existed and had not been fixed; the delivery men agreed and they took the TV back for another repair. Two weeks later, they returned the TV to me and said they were unable to fix the problem... and that they couldn't find anything wrong with the TV!!! (Even though the delivery guys from that service company heard it themselves when they were here!)

I called (888) 333-2333 again and spoke to another customer service rep. She said that, even though the service company had my TV three separate times it didn’t qualify for your “NO-LEMON GUARANTEE-REPLACEMENT WITH 3RD FAILURE” guarantee that I see on the brochure I have from when I bought the Advantage Plan. I asked her why it didn’t qualify, and she said that there needs to be 3 separate service calls over three separate months. I asked her where on my brochure it mentioned anything like that, and she said that it didn’t, but that it's 'industry standard'. Breach of contract anyone??

She then scheduled another service call (with a different service company)... well, they had the TV since early December 2006 until February 15th 2008, and not only has the original problem not been fixed, there are new issues with the television's timer. It doesn’t work. So, my TV is still inoperable (as of Feb 21, 2008), and has been for several months.

So I called the Circuit City Consumer Relations team today... and spoke with a rude & pompous customer service rep, and he explained to me that the TV will not work with my cable TV, and suggested that I hook up an antenna to the TV and that by getting channels through the antenna (instead of cable) the problem will be solved (as if that's some kind of solution!!! Who wouldn't want to exchange their hi-def service for bunny ears?) I asked to speak with a supervisor and he claimed that he was the end of the line... I said you must have a boss - everyone has a boss... he said she doesn't talk to customers. Whatever. Anyway, he tried to tell me that there's no problem with TV itself (even though all 3 of the other TV's I have in my house work just fine with my existing cable). IN ANY CASE CIRCUIT CITY DOES NOT HONOR THE EXTENDED WARRANTIES THAT THEY SELL - DO NOT BUY ONE - IT'S TOTALLY WORTHLESS. I WILL NEVER SPEND ANOTHER DIME IN ANY CIRCUIT CITY.
January 30, 2008
Terrible customer service!
I continue to have problems with Chase online bill pay. I cannot successfully access the account to pay my bill timely for the last several months. They are very quick to then hit me with late charges. As soon as my balance is paid I will cancel the account with Chase. VERY BAD BUSINESS CUSTOMER SERVICE!!!
January 22, 2008
Terrible service!
What a lack of professionalism, First of all I opened an account with Circuit City and got a very generous credit limit. Upon getting this credit limit I went to their web site and started looking up large lcd tv's (wanting to purchase one). I finally found one that I wanted to get along with a 5 year warranty, surround sound system, blue ray player etc. So I called the Ocala store directly several times for an hour and a half and they would not answer their phones. So I than started calling the Villages of Lady Lake store for another hour and a half and still no answer. (THIS WAS ON A SATURDAY AFTERNOON). So than I decided to go to the store personally and order the merchandise, I was told by the salesman the merchandise was in stock and would be delivered the following day. I was also told that I would be receiving a call in the morning to get an approximate time of delivery. My wife stayed home and canceled a birthday luncheon with her sister and daughter to be home for the phone call and delivery. You guessed it the call nor products never came, so my wife kept calling the store for 3 hours and was never successful in getting thru. So again we had to drive to the store and explain our situation to a manager, he told us the merchandise order was canceled by the warehouse because the merchandise was not in stock and we should have received a call (NEVER DID) so we canceled our entire order and the manager did not even try to save the sale or make us happy in any way. OH BY THE WAY WE WERE BY THE PHONE WHERE A YOUNG GIRL WAS STANDING AND THE PHONE RANG ONCE, SHE PICKED IT UP PUT IT ON AUTOMATIC HOLD AND PLAYED WITH HER FINGERNAILS. Needless to say I will never shop there again.
January 21, 2008
Fraud & cheating!
I waited outside a store yesterday morning in line with about 20 other people, all waiting to buy a Wii. It was -15 at 10am; it gets like that in Minnesota. For the uninitiated, the Nintendo Wii is being short supplied, driving up demand and price, with high speculative prices on eBay and craigslist. It's the new hot commodity, better return than oil. At 10 am the doors open. First thing the store employee says, 'Unless you were here at 9am waiting when we gave out coupons to buy Wii units, they are all sold out.'

What??? Long lines are a common occurrence around every hot item, particularly during Black Friday shopping. But a voucher??? I objected. Strenuously. Nothing in the Sunday morning ad mentioned 'vouchers'. I was told that the store had always done this. Really. Outside the fact that I was second in line with two expectant kids beside me and with a frozen brain, the attitude struck me as arrogant. Go figure.

Ok, why shouldn't any retailer do this?

1. Leaving customers standing in the cold who expect the game to be played by the rules isn't smart. The store employee knew exactly what was going on. He could have put a sign in the window. If they opened the doors at 9am, they could have opened the doors at 9:45am and told people. Nobody did.

2. So we still don't know how many units were in the store. Another person in line said that he had been at another branch store a few days ago that said they had 10 (which they couldn't sell until the sale day). So where did the units go? Were that many people actually standing in line more than an hour before store opening in that temperature? And why when we pulled up at 9:30 was nobody else in line yet? Just one answer - somebody got preferential treatment, a head start. Somebody got a chance to buy units for $250 that they could sell for $400 almost anywhere on the internet. Not a bad day's profit.

3. After this announcement almost nobody entered the store (where were all the people with vouchers?). So much for the promotion. I had to explain to the kids what happened. I used the term 'cheating'. Cheating is something a first grader can understand. I'm already scouring the internet for opportunities to bring this to light, to say nothing of all the people I've begun to tell. What do you suppose those other people who stomped off cold and mad are doing?

4. We are a techno-geek family. We spend a lot of money on gadgets. My first laptop I bought from this same store. Not any more.

Think I'm just another crazy customer? Not when I'm done with this. I have small business and marketing contacts all of the US. I'm no where near done with this issue.
January 14, 2008
Customer service is dead!
On 12 JAN 08, I ventured to the Circuit City in Kildeer, Illinois to purchase a new HDTV and BluRay player. I brought with me an advertisement for Frys Electronics promoting a Samsung HDTV model LNT4071 discounted $800 off the original price of $2,399. Circuit City claims to have a low price guarantee where the purchaser can receive 110% of the difference between the CC price and a competing retailer. CC listed the sale price as $2,199.99. I presented the sales person with the Frys ad and inquired about CC matching the price. He consulted with the on-duty assistant store manager Erik who came to me, examined the ad, and walked away. A few minutes later, Erik sent the sales person back to me stating he would not honor the price listed in Frys nor would he honor the CC price guarantee policy. I inquired about the policy with the sales person, who had to go back to Erik and speak with him. After a few rounds of back and forth with the sales person speaking to Erik, I finally had to ask why Erik did not have the stones to speak to me personally. Erik, obviously concerned I believed he had no stones, finally came to speak with me personally. Erik stated he did not have to honor the ad as he considered Frys a 'wholesaler', not a retailer. I asked Erik if he would negotiate a price with me, and he walked away after saying if I had any concerns, I should call 1-800-THE-CITY. So I did, and spoke with Kim, who stated the store should honor the price guarantee and explained the process for obtaining the price difference. Kim, apparently hard of hearing, had to be told ten times the process she outlined for me is not acceptable to the store's assistant manager, Erik. Kim called Erik and, after holding for nearly ten minutes, came back and told me how sorry she is, but Erik would not honor the policy nor the price.

I went down the street a half mile to Best Buy and dealt with Steve, Scott and Duke who immediately provided assistance. Steve informed me the price advertised by Frys was extremely low and below cost. While the store could not meet the $800 difference in price (Best Buy also priced the Samsung unit at $2,399), they would discount the price $500. Throw in a Samsung Blu Ray machine for $100 off, ten free Blu Ray discs, and a Monster HDMI cable, and I walked out the door - taxes included - for the original price of the television with two years interest free financing.

Based on this experience, I can see why CC stock plummeted from a high of $22.02 eleven months ago to its current pitiful $4 performance. At this rate, I will be shocked if CC is operating in 2009 lest a major corporate overhaul occurs.
January 11, 2008
I will NEVER go into a Circuit City store again!
My daughter received an item from her grandfather for Christmas that she didn't want. He of course didn't include a receipt and she certainly couldn't ask him where he bought it. We assumed it either had been bought at Circuit City or at Wal-Mart. What she really wanted was a digital camcorder. She found one she loved at Circuit City and even though the item she was returning was sold at Circuit City, they wouldn't take it back. It wasn't just that though, it was the way they handled it. They had attitudes and stared at us as though we were trying to cheat them. They demanded the gift giver's telephone number so they could look up the receipt. I wasn't sure of the phone number he might have used!! They finally came up with his account but it was under his official name. She gave me a look like I was a liar. "He hasn't been here since March!" she said coldly. I said, "God, y'all act like I'm trying to pull something over on y'all." No response. Finally, "without proof, we can't take it." It was humiliating. I felt like a criminal, I was embarrassed. I will NEVER go into a Circuit City store again!!

I said that a year ago when a dear friend decided to buy a special present for my daughter that I couldn't afford. It wasn't anywhere in our city, but we located it on Circuit City online. It said there were 5 of them at the store in Lafayette, La. She even called to make sure. They looked it up on the computer (The same way the internet looks it up) and said yes, they had them in stock. So we drove 1 1/2 hours to this store. It wasn't on the shelves. They said someone would check in the back to try to find them. We stood around by the back door by customer service for about 20 minutes with NO ONE asking if we needed help. There were 2 guys who could plainly see us in the back area, they were hanging around talking, playing on the computer, they'd look at us occasionally but didn't respond when we would try to wave them down. Finally the guy who said someone would check finally came around about 30 minutes later and seemed surprised that no one helped us or even talked to us. He went looking for the missing 5 items but couldn't find them. We were there for about an hour with no explanation of why they didn't have them when their computer said they did. Also, we were angry that they didn't actually check their stock when we called, they were well aware that were traveling in a distance specifically for that reason. Then they had some sort of sign that if you didn't get waited on in a certain amount of time that you would get some sort of coupon or discount or something. She inquired about that, wanting sore sort of compensation for all of our trouble and time, and disappointment of a child's expectations. Oh, they could send out a small gift card in the mail in about 4-6 weeks, but we would have to stand in line to get all of her information. Were they kidding?!!!

I have had exactly 2 experiences at Circuit City and that was them. Those will be the last ones. Their employees don't care. I understand about rules, but there are ways of handling things and there is such a thing as customer service. All for the price of an exchange I will never purchase anything from them online or in the store. I also tell others about my experience, so now they are afraid to buy anything there for fear if they have to return it or exchange it. Poor poor customer service. I hope their stringent returns policies is worth all the lost customers. BTw, Wal-mart took the item, no questions or problems.
January 10, 2008
Poor customer service!
Circuit City has an inept under trained staff at the stores that I have been to. I went to a store in Salt Lake City, Utah and tried to buy a Sony BDP-S300 blu ray player. The sales people could not answer my questions, got on the in store computer to get answers from the Sony website, and I ended up asking if I could just buy the unit. It took 25 minutes to checkout because no one knew how to take gift card and cash together for my purchase. I was given a coupon to send in for 5 free movies from Sony, and when I got home I found out that the coupon had expired a week earlier. I went back to the store and I was told "sorry, it looks like you missed out". I had asked when I purchased the unit if their would be more promotions for free blu ray discs coming up and the sales person said "no, this looks like the only one". A month later, Circuit City ran an ad in the local newspaper for the Sony BDP-S300 player that I had purchased for $100.00 less than I paid, with 5 free movies with a mail-in redemption, and 2 movies instantly (Spider-Man 3 & Pirates of the Carribean: At Worlds End). I sent an email to Circuit City and received a response saying that I was unfortunately caught between promotions and that there was nothing that they could do. They said that it looked like it was a Sony problem and that I could contact them. I have purchased sound systems, PC systems, software, media,sound equipment from Circuit City. I will not give them any more business, and will recommend to co-workers, friends and family not to do business with them either. Circuit City is not familiar with the term "customer satisfaction", and will not do anything to remedy a situation where the customer is not happy and has been treated unfairly. If anyone decides to make a major purchase there I would say to them "buyer beware". I paid $100.00 dollars more, received no movies, and got the cold shoulder from Circuit City. I will deal with other electronic stores that have the courtesy to tell you to wait for the next offer, or that will make it right if you contact them after you purchase. A little bit of customer satisfaction goes along way to keep customers loyal and coming back, and creates new ones by word of mouth.
January 8, 2008
Notebook is not working
I bought my computer from this company. And the computer was an Acer. The problem was that memory drive and the hard drive was not working. I said to them can get fixed they said yes to me. And i Paid the $315 dollars plus sixty dollars for diagnostic test that is how they found it was the hard drive and the memory drive. They call me on Monday January 7 2008 that it is the mother board so when they plugged in it would not work because the mother board was bad bur when i went in there i turned on my computer and it was workin but if it was the mother board then my computer would not turn on but it did so what should i do now with them i need ur help.
January 6, 2008
out-of-stock "free" photo printer
About a week before Christmas I went to the Lynnwood, WA, Circuit City to purchase a camera for my daughter. I had been looking on-line at the cameras, and there was a special "in store only" where if you purchased a camera, you received a free (via rebate) photo printer. I checked to see if these items were stocked at the Lynnwood store, and found that they were, so I printed the ad and headed for the store. When I arrived, a very friendly salesperson assisted me, but when she saw the printout of the "special deal," she claimed she knew nothing about it. She did not offer to check on this for me, and continued to stand and stare at me until I asked her to look into it. She checked with another clerk and told me that it was an "on-line" special. She had not fully read the ad. I pointed out to her that it said "in-store special." Despite the fact that I had checked on the availability of these items prior to driving to the store (barely an hour prior), she then informed me that there were no printers available and, therefore, she could not fulfill the offer. She stood and stared at me while I waited for her to offer something else in place of the "out-of-stock printer." She did not offer anything. I asked her if it were the policy of Circuit City to offer another item if the other were out of stock, and she told me that it was not. I asked to speak to a manager. She left to find a manager. She then walked around the store, passing me 5 different times, for about half an hour, apparently trying to find a manager. During this half hour, she never spoke to me to let me know she was working on my request. When she would pass by me, she would turn her head away from me. She then reappeared, carrying the printer she had previously said was out of stock. She told me she had found some on a truck. I am NEVER going to shop at Circuit City again. I used to buy all my electronics at Circuit City, but that will now cease, and I am telling the entire family about my experience and urging them to boycott Circuit City also. Apparently customer service is now a thing of the past there.
December 27, 2007
Defective laptop sold
Back in July, I purchased a Toshiba laptop (which was a Consumers Best Buy ) from Circuit City. Unfortunately I ended up with a "lemon" that was freezing up, refused to boot up and had all kinds of problems. Since hearing about other problems my friends had had with their laptops, I decided to return it for a refund and not get another one. It was ONLY then, that I was made aware that they charge an $81.00 restocking fee - unless you wanted to apply that to another computer. I was outraged~! I argued with the store manager (since I was not told of this policy when making the purchase) and all I got was a smug "well, it's posted in the store" - which I never saw - anywhere~!

I filed a complaint with the BBB in an attempt to get my money back .. but Circuit City just repeated their same lame policy to BBB and refused to return my $81.00 and that was after taking the FULL six weeks the BBB allows them to respond. A few days later, it finally dawned on me to file a complaint with the Attorney General's office - which I did. After 3 weeks, I got a letter from the AG's office stating that they still had not heard back from Circuit City and would be sending them a second follow up letter... I found it humorous that the AG was not going to let CC get by with their ignorance. Finally after another 2 weeks, I got a phone call from the Circuit City legal dept saying that "IF" I had not received a refund YET - to call them and let them know. I made the phone call on a Wednesday morning and was told by Circuit City that my refund would be "processed" and sent out in approx. a week. The whole incident took 4 months to resolve~!

Finally - 10 days later - I got the check for $81.00 and immediately cashed it, as the enclosed letter with the check said nothing more than re-stating their "restocking" policy - and made absolutely no apology. They were ONLY concerned that "they were right" and it was killing them to refund my money. What a SORRY excuse for a business. I would never go there again and have told countless people never to purchase anything from their store~! Be warned.

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