This company is getting way off the balance of a respectable retail store. Circuit City has become racist towards whites and Hispanics, (at least in our area), they are rude, they refuse to respect the customer and leave people feeling upset and abused by them.
We have been shopping at Circuit City in our area for many years. It never bothered us that you only saw African Americans working in this location because you were treated as equal to all other customers. But this is no longer the case.
We had our first problem with Circuit City about a year ago. We purchased a PS2 for $300, the next week; it went down to $200. Circuit City advertises that if you see a better price or Circuit City has a better price, they will happily refund you the difference within 14 days. Well, we went in with the recite and told them we would like the difference, it had only been 6 days since we purchased the system. (The date is on the recite.)
The man at the customer service counter tells us they cant do a refund for the difference. We asked for the store manager, he comes out 20 minutes later and we told him we would like the difference refunded to us. At the same time a young African American couple came in and asked for the same exact thing. Only their recite was 2 months old.
The same man behind the counter tells them, we dont normally refund the difference when its been more than 14 days, but Ill let it go this time. Turns out, this man was the assistant manager. We turned the store managers attention to him and what he was doing. Then the store manager (mind you, not one time did he look at us), says, Well, we can change or alter the companys policy when ever we see fit. We ended up getting into it after that piss poor comment.
We came home and I called their main office. They took our complaint and insisted this wasnt a racially motivated problem. OK!?! Anyway, the district manager finally called us back and we were told that the store new we were coming and to ask for the store manager, he was instructed to refund us the difference and had no right to say they can change the companys policy like that.
Well, it took 4 trips to the store, you see, ever time we went in and asked for the store manager, they asked us for our names, went to the back and came out saying he wasnt in that day. Nice run-a-round, right? We had to call the district manager back. Finally we were able to get the difference refunded by an associate there.
A few months later we purchased an entertainment system, over $350 total. We got home and put it together with our DVD player and just the TV. Upon turning it on, we noticed there was only sound coming from the sub, nothing else. We had a friend take a look and see if maybe we hooked it up wrong, he said, it looked like someone else had it prior to us and the other 4 speakers were blown. We took it back. Again, with problems.
This time, it was just 2 days after we purchased it. We were given a refund but 15% was deducted for a restocking fee. Our question, why is there a restocking fee on a defective product. We were told, its policy. After reading other reports on Circuit City, I get it now.
Now this takes me to where we are now. My mother in law purchased an X-Box system for my husband for Christmas. We already have one and didnt need another. Not to mention we just received because we havent seen her in so long. Anyway, my husband calls Circuit City and tells them when it was purchased and that he would like to return it. They told him, as long as it was not opened and he could produce a recite it was no problem. He took it in yesterday, with the recite. The girl asked if everything was in it, he told them yes, it hadnt been opened. The girl ripped off the security tape, looks at the recite and tells him that she cant refund his money because it was purchased back in late December.
Of course he was ticked off, she just ripped the security tape off.
He came home, I told him he needed to call and talk to the store manager. He calls Circuit City and asks for the store manager, a man gets on the phone and he asks, Are you the store manager? He replies, Yes, I am one of them. My husband then tells them what the situation is. He asked for her name, he told him that she was not wearing a nametag and when he asked, she refused to give him her name.
Mind you, there was another associate that saw this girl rip the security tape off. He tells my husband he was getting ready to leave for the day, but to please come in after 1pm the next day and he would be happy to resolve this issue.
He went back today. The store manager saw him and tells him that he spoke to the girl and she says he had scotch tape all over the box. Bull!!! He refused to do anything and in fact thought the situation was quite funny. He came home and we called the main office. The woman was very helpful and says shell call the store and speak to him. By the way his name was Wallie. Anyway, she gets back on the phone and tells me that he needs to speak to the store manager. I said he did. She then tells me that Wallie is the computer manager has no authorization to accept or decline returns. This is great, right?
So she makes a note and says shell try to get in contact with the store manager, whose name is Sylvester. She kept apologizing; I kept telling her this wasnt her fault, that this Circuit City has become racist and rude. Shes still apologizing.
The phone rings about 6pm, its Sylvester. He says that he was calling in return of the e-mail, we also sent via their main office. He says hell be there until 7pm and will call us back. At exactly 7pm, he calls back and says, After speaking to Wallie, I have decided to stick with our policy. This is why this report is being typed. What the hell happened to Circuit City?
I left a message at the main office for a district manager to call us. Now we are stuck with a $200 system that we already have and that was not opened until these idiots opened it. Its nice to know that Circuit City really cares about the customers. The worst part is, now that Circuit City has taken the liberty to open it, Gamestop.com will only give us a $100 credit as a Used system trade in.
But, we are not taking this lying down; something had better be done. I always thought it was illegal for a store to open a new system. Funny, I guess they believe they're better than everyone else is.
I will update this report once we hear from the district manager.
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