My report is very similar to another one in regards to unresponsive customer service. I too had placed an online order which was to include a "free" item. I ordered a Playstation2 which was to include a "free" wireless controller. I received my order on Dec 14th of 2006 and called the toll free customer service number that same day. I was given an "incident" number by the "non fluent, english isn't my primary language" individual and was told I'd be contacted within 72 hours. After the 72 hours expired with no call, I called my local store in Erie, Pa and explained the situation and was basically told, sorry, the promotion is over and we can't to anything. I then sent an email to customer service on December 17th. The web site stating emails will be answered within 24hours. Five days later I received an email saying my issue was being to the Web Fullfillment Centre. Nothing being resolved, just saying it was being forwarded.
Since the toll free number and email customer service were both dead ends I sent a letter via snail mail to Circuit City's headquarters in Virginia on January 3rd. I received a voicemail message stating that I (as the other report had stated) needed to add the "free" item to my cart in order to receive it. I do not recall seeing anything at the time that would have directed me to do this. Nevertheless as a token of their good faith they (Circuit City) were going to send me a $20 gift card. I did recive the gift card in the mail a short time later.
On February 15th I took my son to the Circuit City in Erie, Pa to purchase the wireless controller using the gift card which I had received. Imagine my dismay when I was told upon checkout that the gift card did not have a balance, and had never been activated. The store manager then got involved, and placed a call with the idea that he could activate it over the phone. After no less than 20 minutes of waiting, he was unable to do so and after verifying my name and address said a new card was going to be sent. This was THREE WEEKS AGO.
I understand it was my original mistake by not looking for the extra fine print which directed me to add the "free" items to my cart, however it took nearly a month for me to be informed that this was what happened. I will NEVER make another purchase from Circuit City again. The response of their customer service is utterly ridiculous. It is no longer an issue of the the "free wireless controller" or even the "bogus" gift card. I do not like being blown off, put off or even ignored and unless someone likes being treated this way I will tell them one store to avoid.
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