I was billed twice for a single online order and have received nothing but hassle trying to get a credit. And the store sold out of another item I ordered online and refused to honor their guarantee.
On Thanksgiving Day I ordered an iPod - the special price included a $15 eGift Card. When I attempted to place the order online I received an error, and did not receive an email confirmation, so assumed the order was not successful and tried again. This time I received an email with confirmation # 4420-638983. My husband also ordered a camera online the same day. We received email confirmations for the iPod order, and another for the camera. Both emails stated the following:
"Avoid the crowds: Circuit City stores are closed on Thanksgiving Day. On November 23, the day after Thanksgiving, we ask that you pick up your online purchase after 12:01 P.M. Due to the high volume of traffic in our stores. Don't worry, we have set aside the item (s) you ordered. Your order will be waiting for you at the customer service counter when you're ready to pick it up."
Both emails went on to describe their $24 pick-up guarantee, along with disclaimers but no where in the email did it state the guarantee was not valid on Thanksgiving!
The next day we went in afternoon as instructed and waited 45 minutes in line to pick up the camera and iPod. We were told they were out of cameras and the guarantee didn't apply on Thanksgiving so we went home with the iPod but no camera.
Later that week I noticed my credit card had been charged twice for the iPod order. I called their main customer service line. After waiting on hold I was connected with a service rep who had such terrible English skills I had to repeat myself numerous times to request the credit. She placed me on hold several times and finally told me that because I had ordered the item twice I could not be credited. When I explained that I had only picked up one iPod and only ever received 1 order confirmation, she insisted that she could not help me and I would have to go in to the store to pick up my item or request a credit from them. I asked to speak to her Manager and she apologized and hung up on me.
So I called my local store and spoke with Curtis to explain the situation. I acknowledged that my first order must have gone through online, but I still needed a credit. He was very friendly and attempted to process a credit for me while I was on the phone, but because the price included an email gift card, he could only credit part of the order. He apologized for not being able to help me. He told me that he had consulted with his manager Louis and that I would have to come in to the store with my credit card and the service ticket number # 04433012407120071122 and they would be able to issue the credit.
So my husband went in to the store a few days later with my credit card, the service ticket number and the names of who I had spoken with. He ended up spending another half hour explaining the situation. But Curtis wasnt there, the Manager did not remember anything about it, the ticket number was worthless and they refused to give him the credit saying we had to call the main customer service line to dispute the charges because it was an online order. So Ive disputed the charge with my credit card company, bought my camera somewhere else and will not recommend shopping online with Circuit City!
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