Circuit City’s 24/24 Guarantee Semantically Redefined

Ectoplasmic, barely visible air quotes waggle over Circuit City’s new “24/24″ guarantee. Or, put more succinctly by reader Jon M: “Circuit City’s new ’24/24′ guarantee is a load of hooey.”

    According to the published terms of the widely publicized guarantee, if an order placed on line for in-store pickup is not ready within 24 minutes of the confirmation email, you’re supposed to get a $24 gift card.

    But if the store decides the item is out of stock at any point after that confirmation email is sent, you don’t get the gift card — even though the confirmation email specifically says the item is “now available for pickup” and “specifically reserved” for you.

    So order something from them, get the confirmation, wait a half hour, go to the store, wait on line, and if they decide at that point that it’s out of stock, no $24 for your troubles. This is what happened to me, except that the store did leave a message on my answering machine to say the item was out of stock — but they called 45 minutes after the confirmation email arrived and 15 minutes after I had already set out for the store.

    This exception isn’t published in any of the on-line or in-store fine print, but it was referred to specifically by the nasty Corporate Customer Service representative I complained to when I fell into this trap.

Nothing like the sound of a CSR making flicking noises with their mouth as they thumb through the imaginary tome of company policy they just withdrew from the library of their ass to get your blood up.

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  1. Promethean says:

    I’d call shenanigans on that. If it’s not printed and public policy, they can’t really enforce it. Keep asking for a higher-up. You should get your certificate.

  2. Mr. Black says:

    A year or so back (before 24/24) I purchased DVD player online. Received the e-mail confirmation, went to take a shower before going to pick it up. While in the shower, Circuit City calls me and says it is no longer available. After hearing the message, I call them back to confirm the message. The guy who answers tells me my order is all ready to pickup and is waiting at the store. I get in my car and my phone rings again…Circuit City saying my order is no longer available even though I received the confirmation e-mail & a store employee checked on it.

    The killer part is this… I paid about $3.50 from an old gift card & the remaining balance on my credit card. Circuit City wouldn’t refund ANY of my purchase unless I appeared in-person w/ the original gift card. There was some reason where they have to refund the gift card onto a new physical gift card first before they can refund a credit card.

    This is the reason I refuse to walk into a Circuit City. (Ok, I faltered one time since, and stood in-line for 15 minutes while one person infront of me was checked out and 9 other employees stood around playing pocket-pool)…never again.

  3. RandomHookup says:

    Let the state Attorney General know about this. They love “undisclosed” policies.