why circuit city? why do people buy from this place! next time try newegg sir, not only do they accept returns [all of mine, even a day or two past warranty], they pay for shipping back to them! seriously! check it out

I go to BestBuy or Circuit Shitty to check out the physical product...Then go home and order from NewEgg or ZipZoomFly.

Newegg product comments by their customers are voluminous and can be quite helpful to browse through.

@phospholipid: I still buy from Circuit City because I have never had a single problem with them. Now Best Buy, on the other hand.....

Too bad circuit city probably used the product in their home first, spilled beer or crack on it, and then sent it to your home. YAY RED!

@blkhrt1: LOL

He did exactly what he should have, He started small and worked his way up while also looking for other avenues to persue his request, He probably if fought it out a bit longer could have gotten a working receiver, remember to always remain patient when working with these people, "sometimes a little aggressive", Always keep your options open, never take no for an answer, FINAL THOUGHTS, retailers are designed to make money not to lost it, navigating through this labyrinth is a particularly difficult task, All stored have these in effect to wear down your resistance, take a break while fighting and dont give up or take the "good enough bet", In fact after a while I would start charging them for my time and there defective product, BEST OF LUCK, POST CONSUMIST

In response to the question about why they don't want to speak to a supervisor...because that's what they're supposed to do. CSRs are supposed to circumvent the request to be transferred. Yes it's annoying, no it won't stop. Just keep asking.

Two defective items...that sucks.

When will stores realize that often providing good customer service the first time saves them more than it would have cost to in labor to facilate several phone bank CSR's, a phone bank Sup, and store level emplyees and management twice. No wonder why these companies are falling so fast.

Man, that sucks. I'm sorry you had to deal with all that. Hopefully your Christmas holiday fared better than your experience with CC. And if you don't celebrate Christmas, well, I hope whatever you did was better than what you had to deal with at CC.

Good post, this is why I think this site and the growing green product review sites are the new front porch of America, for tech and plain shopping items at a minimum, some peace of mind and more we can hope.

Thanks, Happy New Year.

I get the impression that the worst place to shop online is at a brick and mortar retailer's website. It really seems that the online operation is something half-assed and thrown together just to provide the option.

When are you people going to learn not to buy from this POS! They don't care about there OWN people, why would they care about you? I hope they go bankrupt just because of what they did to there many loyal employees. DIAF Cirshit Shitty.

@Televiper: I agree. It seems like the customer service is always outsourced to some place that (at a minimum) a) uses a script, b) cannot deviate from that script, and c) will never transfer you to a supervisor. Makes one wonder if they aren't punished for transfers or something stupid like that.

Outside of the bullshit with the phone customer service reps (and the executive customer service), one has to applaud the in-store supervisors for taking care of the issue for this guy. I imagine it could have gone worse...

But this is also why I almost always buy online, except for those gift cards and stuff I want immediately (games and whatnot)...

@BIGGEEK: I know this is off topic a little but I've also had amazing experiences at newegg. Even when it was bad, it was still great. I ordered a combo-deal server hw and memory, I didn't pay attention and the memory in the combo deal wasn't compatible. I called, they wanted me to return all or nothing (but I needed the server operational asap). I relented and kept the memory since it was only like $60.00, they RMA'd the additional memory I bought that wasn't part of the combo deal so it wasn't a total loss. I left a small comment on the survey website thing they use stating that my experience was a 4.5, I was a little upset about the memory but it was ultimately my fault for not paying attention.

Next day, I get a call from the service manager, a $100 refund (keep in mind, the cost of the memory was only like $60.00, if that) and got to keep the memory, even after I told him I had no problems returning it.

While this is an example of above and beyond, this is also why newegg just plain rocks.

I remember the days when circuit city wasn't that bad (except for the whole DIVX thing), its amazing how bad customer service has gotten and how much its 'accepted' anymore. I saw an incident at CC a week or two ago browsing; this guy was trying to return a defective tomtom, the clerk (who looked like he didn't even want to be there) said something along the lines of 'sorry, but if we didn't install it, how do we know that you didn't break it,' the guy just accepted it and walked out of the store with this beat look on his face. I felt sorry for the guy, I doubt he even knew that CC doesn't actually install tomtoms.

OK. You spent five hours on hold cumulatively BEFORE considering about calling corporate? That's your own stupidity.

@Copper:

Right on. CSR's are suppose to handle customer inquiries and IF possible take care of the customer's problem. IF the CSR is unable to directly take care of the problem or provide the correct answer, then CSR is to act as the point of the contact between the customer and the business.

In other words... no passing the buck to the supervisor.

Customer's don't like being told no, so the customer's natural inclination is to ask for a second opinion (aka the supervisor). Unfortunately (or fortunately depending upon one's opinion) a negative answer is often the best and correct answer.

Maybe if you had ran screaming the minute you saw the name "Philips", you never would have had this issue.

I guess it amazes me that in this day and age consumers don't understand how fulfillment works. These stores should put in big bold print "this item does not come from xyz store, it ships from a different company". Although this situation was handled ridiculously badly, it is no surprise that return shipping is paid by the consume...this is standard for most manufacturers. Generally if you read the fine print it will tell you that returns are subject to the manufacturers policies.

If a local store is available, why not return the thing to the store right off the bat? I would have never called a customer service number since I would have expected exactly what he got.

OT but I see a lot of people suggesting Newegg, I've never dealt with them - so far I buy camera stuff from small (but fairly priced) shops I trust, and big-ticket items like TV's and so forth from Amazon. I haven't been disappointed (yet) but what's the hubub about Newegg? Are they super-great with CS?

Well this customer has been getting burned enough, but this scenario still raises the question of why customers do not simply do their own research. The Circuit City's website return policy clearly states that they would refund the shipping costs if they find the product to be defective. ([tinyurl.com])

Sigh...

@humphrmi: Newegg is wonderful. To pitch in my own example, my boyfriend bought a heatsink/fan combo for a processor he'd been given, only to find out when the product arrived that it was the wrong socket. He can't make it fit, so he called them up and asked for an RMA. They said "sorry about that, our product page wasn't very clear," refunded him his $20 with no RMA necessary, and suggested a new one for him. I was pretty impressed.

@pengie: Er, asked to return it (expecting to pay a restocking fee), not RMA it. I fail at words.

the weird thing is that the prduct this guy bought should not have a restocking fee. Only 14 day return items have restocking fee...So I do not know where this restocking fee came in to play. furthermore it clearly states on the website that items ordered online can be returned to a CC store. And if it was defective and u wanted to mail it back, CC can send u a prepaid shipping label. Once CC gets the merchandise back they mail out the exchange.

@biggeek: Also tons of shills commenting there.

Yeah, we've all been there, which is probably how we go to Consumerist in the first place... so our sympathies on the frustration. But do you have to do the "And I couldn't understand them either?" Not to be the feel gooder, but that's got what to do with customer service? It's like saying "and they were fat, too!" and just makes my sympathy for you go right out the window.

@lightaugust:

Sorry, but having staff able to be understood on the telephone has a lot to do with customer service.

They need to be able assess the problem and clearly communicate solutions. Not communicating clearly helps no one.

oh man, that totally blows.
i'm glad the situation was resolved.
is there anyway to find email address or phone numbers for the higher-ups in corp.?

I personally have never had a problem with circuit city

Ummmm... Why don't you just call the credit card company and have them give you a credit? I wouldn't go through any of that crap and you should have just let them worry about getting their crap back from you.

@biggeek: I go to BestBuy or Circuit Shitty to check out the physical product...Then go home and order from NewEgg or ZipZoomFly."

Which is partly why they try to cut every corner they can. I try not to go into a store and waste their time if I'm not at least partially interested in buying something there. It just always seems like the ethical thing to do.

Newegg is fantastic, but they will occasionally goof your order in my experience. Still, it's worth every penny, even if they cost a dollar or two more than some 'awesomemegacomputerz.com' site. However, they've gotten almost a bit evil with price adjustments and flat shipping per item (which means paying more for shipping if you're ordering a lot of smaller stuff).

@phospholipid: @12-inch Idongivafuck Sandwich: @pengie:
I wish I could claim as good of an experience with NewEgg. I ordered something from them for a gift, changed my mind and wanted to return it--I didn't like a 15% restocking fee, but figured it was better than nothing, then found out the item (a Wii game, in perfect condition, still wrapped in plastic) is not eligible for return. It didn't say this anywhere in the purchasing process, and on the receipt only says that they've extended their return periods for holiday shopping, making it appear that the item IS eligible for return. No exceptions, and I'm not even being given a reason. Now I'm stuck with a game I don't want. I ordered a few things from Circuit City.com, picked them up in store, and returned them with no problem other than a longer line than usual at the counter. Any suggestions for dealing with them? I'd heard great things, but am not impressed.

I'm going to second Dibbler on this one. After your initial problem where they told you they wouldn't refund you for the defective unit, you should have cut your losses and reported it to your credit card company. Then the burden would have been on Circuit City to proved that they didn't send you a non-working item, and you'd get your whole amount back.

I bought an HDTV from the Philips outlet, and it didn't work well. I had it repaired under warranty, but it broke again, and the factory authorized repair shop said it really couldn't be fixed. When Philips offered to have me return the sixty pound TV to them at my expense and they would *maybe* replace it, I decided to initiate a chargeback with American Express. I got my money back, kept the broken TV, and Philips never challenged it. Don't waste your time fighting with CSRs.

I LOVE fuel perks. Off topic I know, but they're awesome.

For every $50 you spend at Giant Eagle grocery stores, you get 10 cents off a gallon of gas at Giant Eagle's gas chain (GetGo). The discount is valid for one fill up (up to 30 gallons of gas, but must be purchased at one time).

Since I'm spending the money anyways, I might as well get a rebate for it!

The item didn't conform to the sales agreement. The buyer is entitled to reject the shipment. Title to the item reverts back to the shipper, Circuit City. Circuit City is obligated to notify the carrier to inspect the item.

If the carrier determines the damage was caused by improper handling during shipping, then the carrier takes the item and pays the claim to circuit city. If the carrier determines the item was damaged because it wasn't packed properly the carrier sends the item back to Circuit City.

Either way, Circuit City owes the buyer a complete refund. Circuit City's policy directly contradicts the law stated in the Uniform Commercial Code. The buyer should contact their state's Attorney General office and let them know of this illegal policy.

The policy is idiotic, because FedEx is obligated to either pay the claim or return the item to Circuit City at no extra charge. The buyer should contact their credit card company to dispute the charge and let them know that the shipment is rejected because it doesn't conform to the sales agreement and Circuit City refuses to file the insurance claim with the carrier.

@phospholipid: Newegg pays for shipping back to them? Their website certainly says something else...

"Does Newegg.com pay the return shipping cost for defective merchandise?

No, Newegg.com does not pay the return shipping cost for defective merchandise..."

[www.newegg.com]

@lightaugust:
"But do you have to do the 'And I couldn't understand them either?" Not to be the feel gooder, but that's got what to do with customer service?'" I'd say it has everything to do with customer service. A unhappy customer calling from the US has already been ill-served by the company and deserves to speak with a CSR whose English is fluent and clear, not cope with tortured grammar, limited vocabulary and/or an impenetrable accent.

yeah, that was BS about telling you that you cant return it to the store. Could have avoided the whole wait time on the phone thing. Like another poster said, i only go to BB or CC to check out a product and buy online when ready; especially on big ticket items...since you usually dont have to pay sales tax online.

@levenhopper: You're not just OT, you're a Shill. Can levenhopper be banned?

Now, I work for Circuit City and I have to say, that is just disappointing. Personally, I know how hard 1-800-THE-CITY is to deal with (And no, they don't treat us any better than customers. Honestly. They even deny us to speak with a Supervisor as well. It's ridiculous.) It really is a faster route to call your local store. We tend to put a lot more effort into making sure you're satisfied.
Of course, on occassion you will come across that "Bad Apple" store. Best choice if that happens is to just try again at another store (As frustrating as that can get.)

I don't think I've ever heard of a company charging the customer to send back a defective product, that's totally unacceptable. And the whole thing about refusing to ship the replacement via 3-day...I know a lot of these companies are losing money, but can they really not afford to fork over a few extra bucks for expedited shipping?

Having read Consumerist for a while now, these stories don't really surprise me anymore, but it's still so disheartening.

I never pay shipping back to newegg, but then again I order 3-5 times a month from them (for the past 4-5 years). They have always been stellar. Once they shipped me some logitech speakers with the tube from the subwoofer not attached on the inside. I called them, they told me to keep the speakers and they sent me another set (with the SAME problem). I just opened the subwoofer, fixed the problem in both and was good to go! 2 for 1 ;)

There would be no restocking fee if you are exchanging, only returning.

That being said restocking fee's are total bullshit. Never buy a product at a store that has a restocking fee.

BBB is completely useless. They have no legal authority and most big companies just ignore them. Instead, file complaint to those who actually have power: like FTC (Federal Trade Commission ftc.com) or your state attorney general's office.

i have always had good luck with cc.....i can see tho signs that they maybe going south....i was there yesterday to buy a memory card, and when i went to check out it seems the return counter person was also checking out customers....twas quite a line and a wait to buy the item......

@5h17h34d: Yes NewEgg must suck because you think so. That's why there's all these stories on Consumerist about them sucking.
And you and @humphrmi are so good at identifying 'shills'...
Also, how is a post about gift cards off-topic? Did you read the original post or are you just trolling through the comments?
I must be a shill too, as I'm not complaining enough?

Shoot. The only things I buy from Circuit City are on sale DVDs, Blank CDs, and games. I never go there any other time.
Any big electronic items, I'll just hit up the local mom and pop, or PC Richard's and Son as a last resort.

Personally, I have recently come to prefer Circuit City. About two years ago I helped my Mom buy a laptop. When I get home and turn it on it had one dead pixel. My mom wasn't anywhere near as annoyed by it as I was. So I insisted on bringing it back for a new one. I get to the return counter, I explain it somewhat dumbed down terms "there is a dot on the screen that won't go away and it's really annoying". She checks the contents to make sure everything is there and takes in into the back room. Within 5 minutes I had a brand new laptop which when turned on was just like it should be. They were a lot more liberal then most manufacturers own dead pixel policies.