Here is a copy of the email I sent to Circuit City about an incident that happened at this particular store. The sad thing is that the issue didn't just extend to that particular store but only went as high as their coroprate offices.
Its very concerning that a company like yours would treat customers the way I was treated today in your Plantation, Florida location. As all your other customers, I stood in line since 4 am on November 25.
I noticed your associates were giving out vouchers for a Toshiba laptop computer ($199.00) to people in the front of the line and people coming in on cars. However, they never got the back of the line were the rest of us were. Your ad stated that this offer was only good for one per household. When I came in I was told I could not get a computer because I did not have a voucher, I settled.
Later on in the morning around 9 am I was told by one of the associates that due to the fact that employees were handing out vouchers to everyone, they would make certain accommodations for the customers who did not get a voucher. He did however say that I had to stand in line and wait for Nick P. (a supervisor) to make the decision on what would be done.
I stood in line until 11:15 that morning, when Nick said that he would only take the people who were in line. As I stood in line exited about the computer he came out and said he only had three computers left. He pointed to the first, second persons in line. I was next I thought, and then he pointed to the person behind me. He had them come up and pay.
I asked why he skipped me, d all he could say was sorry we're all out the woman that had been in front of me told him I was next; he ignored her. I went up to him to find out what the problem was. I never did get a straight answer from him just run around on how they were out of computers and that he didn't have to deal with me because he had been dealing with customers all day long. Frustrated I raised my voice, he told me if I did not keep it down he would call security.
I left the counter and looked for a manager. The store manager's name who I spoke to was Sigh. He told me they were out of computers and there was nothing he could do. He did however offer to call me if something came up. I have as of yet to receive a call.
I then decided to call your corporate phone number. After waiting 35 minutes on hold; I was told by the operator that I needed to take it up with Nick in the store. I was not about to deal with Nick as I had enough of his cavalier attitude.
She then offered to transfer me and do a conference call. She did transfer me and hung up the phone, I never heard from her again, even thought I had given her my phone number in case we were disconnected. From the get go she gave me the impression she did not want to deal with the problem. She just wanted to pass it on.
I then proceeded to call the store directly. I was hung up on three times. I would call, and they would pick up and hang up. I was finally able to get through, they connected me with Sigh again, who told me again there was nothing he could do. He also told me that Nick P. And he had been dealing with customers all day and they couldn't help me.
I realize this day is very busy for the company, however for a store who is about to break a company record for reaching 1mm in one day sales and to have the CEO of the company come down is not warranted. Besides sales you should look at the type of service your managers are providing.
There are several choices for me to shop at on that corner alone, but I chose Circuit City.in the last year I have made several large purchases at your store including a large screen HDTV, a wireless network, several software titles and a DVD video camera; all totaling about $4000. Please rest assured I will not purchase anything else from your store.
I will also make sure I advertise this situation. I am very disappointed on the situation and how it was handled. There really is no excuse for the circumstances, perhaps you should consider overhauling the way you handle your customers, from the stores up to your call center.
Marco
North Lauderdale, Florida
U.S.A.
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