This is for people who are looking to buy a TV through CircuitCity.com and want in-store pickup. FYI, their tracking system for in-stock items is very inaccurate. You will want to call in and check with a supervisor to make sure they have the TV (or other product) before you process the order online. Oh yeah, and stay away from their Seal Beach, CA store 
For details, here are my comments from my online survey..
I called into store# 04242 to see if they had the Samsung LN-T4061F in stock. They said they did. I asked if your online coupon would be valid in-store. The associate, Josh, advised the best way to ensure the price would be to order online and specify in-store pickup. So I ordered online and even the website's status for store 04242 specified the product in stock... I was very excited about getting this TV and Circuit City had an excellent price.
After driving 15 miles to the store, to my dismay, the associate advised that they actually did not have any in stock and they were trying to contact me to tell me that.
The associate also advised the next closest store to have it in-stock was over 30 miles away! I was shocked. I told him I spoke with Josh who said it was in stock and told me to purchase it online with in-store pick up to ensure the online price. He went to another associate, Chu. (she may have been a supervisor, I couldn't tell because of her casual and uncaring attitude) She wore a black outfit so I assumed she was a higher-up. She told me the only model they had in stock was an OPEN BOX and that I could buy it for a discount and an additional 10% off, which would come out to nearly $1000. I was very hesitant about spending over $1,000 (tax and recycling fee) on an open box item, especially electronic devices. She told me it was returned by someone who couldn't fit it in their cabinet and returned it. I was still hesitant. She seemed to get defensive and said it goes through this extensive quality control process to ensure there are no physical damages. I went on to ask if they electronically test it - an honest question because Chu didn't mention it. She went on to say "obviously, we don't just accept returns and throw it back on the display".. Her casual and uncaring manner was very unprofessional. I was a customer who drove all this way and charged his credit card for an expensive product and I'm not getting good feedback, understanding, or friendly customer service. Then she went on to say that I should get the open box and buy the extended warranty if I'm unsure about the quality.. Why on earth would I pay money for a brand new, factory sealed, untouched LCD TV, but receive an open-box and have to purchase an extended warranty that would essentially come out to the same price?
I also asked for other models and if they could give me a higher up model for the same price for the inconvenience. I was denied immediately and given NO other alternatives. Absolutely NONE. It felt like they just wanted to get rid of me and wouldn't try to resolve or rectify the situation by even remotely trying to satisfy a customer. A willingly paying customer at that.
So I immediately asked for a refund, and even that was a bad experience. I think Chu apologized ONCE - for Josh's error for confusing an open box for a new product.
I went on to take my business to a competitor where they offered excellent customer service and proceeded to purchase a Samsung LN-T4069F. I would have liked to work something out with Circuit City because of their 10% coupon they offer online, but I decided to pay more in order to have an overall better buying experience.
Circuit City lost my business because of their online "stock" system, but mostly because of the unsatisfactory and unfriendly customer service I received at store# 04242 in Seal Beach, CA.
With many business having a hard time staying afloat with the large declines in consumer spending, I would think those customer service reps would have tried to resolve this issue. Because your company relies on consumers like me to keep Circuit City in business, who are the ones that keep those reps employed.
I subscribe to a few tech forums and know many review sites and I'm not willing to recommend Circuit City, especially store# 04242, to buy televisions based on my experience. I hope my feedback will help improve your training of service reps and supervisors and to improve Circuit City's online tracking system (for in-stock items).
For details, here are my comments from my online survey..
I called into store# 04242 to see if they had the Samsung LN-T4061F in stock. They said they did. I asked if your online coupon would be valid in-store. The associate, Josh, advised the best way to ensure the price would be to order online and specify in-store pickup. So I ordered online and even the website's status for store 04242 specified the product in stock... I was very excited about getting this TV and Circuit City had an excellent price.
After driving 15 miles to the store, to my dismay, the associate advised that they actually did not have any in stock and they were trying to contact me to tell me that.
The associate also advised the next closest store to have it in-stock was over 30 miles away! I was shocked. I told him I spoke with Josh who said it was in stock and told me to purchase it online with in-store pick up to ensure the online price. He went to another associate, Chu. (she may have been a supervisor, I couldn't tell because of her casual and uncaring attitude) She wore a black outfit so I assumed she was a higher-up. She told me the only model they had in stock was an OPEN BOX and that I could buy it for a discount and an additional 10% off, which would come out to nearly $1000. I was very hesitant about spending over $1,000 (tax and recycling fee) on an open box item, especially electronic devices. She told me it was returned by someone who couldn't fit it in their cabinet and returned it. I was still hesitant. She seemed to get defensive and said it goes through this extensive quality control process to ensure there are no physical damages. I went on to ask if they electronically test it - an honest question because Chu didn't mention it. She went on to say "obviously, we don't just accept returns and throw it back on the display".. Her casual and uncaring manner was very unprofessional. I was a customer who drove all this way and charged his credit card for an expensive product and I'm not getting good feedback, understanding, or friendly customer service. Then she went on to say that I should get the open box and buy the extended warranty if I'm unsure about the quality.. Why on earth would I pay money for a brand new, factory sealed, untouched LCD TV, but receive an open-box and have to purchase an extended warranty that would essentially come out to the same price?
I also asked for other models and if they could give me a higher up model for the same price for the inconvenience. I was denied immediately and given NO other alternatives. Absolutely NONE. It felt like they just wanted to get rid of me and wouldn't try to resolve or rectify the situation by even remotely trying to satisfy a customer. A willingly paying customer at that.
So I immediately asked for a refund, and even that was a bad experience. I think Chu apologized ONCE - for Josh's error for confusing an open box for a new product.
I went on to take my business to a competitor where they offered excellent customer service and proceeded to purchase a Samsung LN-T4069F. I would have liked to work something out with Circuit City because of their 10% coupon they offer online, but I decided to pay more in order to have an overall better buying experience.
Circuit City lost my business because of their online "stock" system, but mostly because of the unsatisfactory and unfriendly customer service I received at store# 04242 in Seal Beach, CA.
With many business having a hard time staying afloat with the large declines in consumer spending, I would think those customer service reps would have tried to resolve this issue. Because your company relies on consumers like me to keep Circuit City in business, who are the ones that keep those reps employed.
I subscribe to a few tech forums and know many review sites and I'm not willing to recommend Circuit City, especially store# 04242, to buy televisions based on my experience. I hope my feedback will help improve your training of service reps and supervisors and to improve Circuit City's online tracking system (for in-stock items).
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