Circuit City

UPDATE ** Circuit city as a whole has come through, The few (two) bad apples at the store I encountered were more than likely just uninformed or under pressure to pull through.. I got the promised 24/24 card promotion and all is well. I have been to the same store since and have only been met with kind, knowledgeable service. I will likely stay away from the morning shift anyhow... Mom really wanted to get Aaris a Nintendo DS for Christmas. 160 bucks for the system and game was a bit much. So Emily and I decided to get one (or rather go in on half). So today I decided to try the great offer of Circuit City and have it ready for pickup by paying online. However the Citrus heights store was not ready and didn't care about the $24 and I was mad and on the way to work. So I wrote a letter.. In the end they did what they could. I just hope they talk to the specific store to stop future problems. (And I will return to the Arden one which has always impressed me.)

I was impressed by the offer to have a order ready in 24 min. of the item being ordered. I happen to have a very busy schedule and looked at the website for a Nintendo DS and Mario Kart bundle. I made the purchase and went to the store on my way to work. I live about 20 Min from the store in Citrus heights CA. I only had time for a ten min detour. I noticed they had a 24 min. Sign hanging in-front of the web order checkout. I went up to the clerk and presented my Credit Card and ID. He went in the back for about 5 min. I asked the other Clerk jokingly how can anyone know that their order is ready and not being gathered when they come in? He replied that that is how it worked, you get it within 24 min. of coming to the counter. 'Otherwise' he said 'you might make the order at home and come 24 min later and demand the reward.' I should have got his name, but he had a white shirt instead of red. Apparently that is how the Citrus heights store runs it. A few min. Later I got my item as he found it and he scanned it in to the computer and printed a ticket. I left angry at myself that I didn't read the fine print. On a whim I called the Arden store and asked how the promotion worked. If I came in a half an hour after ordering would it be waiting for me? They said that if I come in after 24 min. and it isn't waiting for me on the rollers, behind the counter, etc. then they would give me a gift card. I asked what stops me from coming in at 24 min. and demanding my card for the few min. it takes to get the item. They said that the rules cover the fact that waiting in line does not count. Please check Order 4427-2378469 if it was scanned in at 24 min. I don't think it was but I may be wrong as I live only 20 min. away from the store and they could have found it and scanned it in the back in that 4 min. I would like to know the time because they did not give me any receipt with a time-stamp on it. Least of all I feel that Circuit City has deceived me or at the least mislead me if the 24 min. Actually starts from the time you enter the store. Thank you Jeff Holdaway

The response came today, it was {SURPRISE} a form letter.

Dear Jeff Holdaway: Thank you for writing to www.circuitcity.com I understand your concern regarding our 24/24 In-Store Pick-Up Guarantee. I apologize for any inconvenience caused while seeking assistance at our store. The following exclusions are posted on the website and in the store: 24 Minute Pickup Guarantee applies from timestamp on order confirmation email until the time order is ready for customer pickup. Guarantee excludes customer wait time in store lines. Offer valid on orders placed at circuitcity.com or by phone during pickup store's normal operating hours up to 30 minutes prior to closing. Guarantee not valid the day after Thanksgiving, 12/26 or 12/27. $25 minimum purchase. One $24 gift card offered per qualifying in-store pickup ticket, which must be claimed at time of pickup and is good for future purchases. We hope this information is helpful. For further questions, please feel free to contact your local store. You can find the store nearest you by using this link: http://www.circuitcity.com/ccd/locator.do. Thanks again for writing to www.circuitcity.com Sincerely, Virendra K. Customer Support Coordinator Contact ID Number: xxxxxx

I responded with this.

Thank you for the form letter. Surprisingly it DID help me; to decide that I was LIED to by the store manager and have no reason to believe that if I "contact [my] local store", as you suggest, that I will not be met with the same response. Please find out when the order 4427-2378469 (ticket number 442702378469) was scanned into whatever it is to tell the time it took to fill the order. Please let me know when it was as they were extra careful to only let me see the pickup ticket and not any papers that may have a time stamp. And to clear up any misconception i had not "Inconvenience.. seeking assistance at [your] store" as you put it. I WAS THE ONLY ONE THERE. The item was not ready and the only question is if it was ready within the 24 min. time period as they would only tell me the time it took them to find and pull the item and not the time it took from the order conformation. Thank you Jeffrey Holdaway

Today they reinstalled my faith in the store. I may have rather been treated well and honestly but they did respond quickly and kindly today (on christmas?) good will towards men I guess.

Dear Jeffrey Holdaway: Thank you for writing to www.circuitcity.com I understand your concern regarding the experience you had at our store. We apologize for any inconvenience you may have experienced at our store. In light of your situation, I have requested that a $24 gift card be sent to your home. The gift card will arrive via United States Postal Service. We appreciate your patronage and hope to serve you again. Please quote the Call ID number or IM number provided at the end of this e-mail for any future correspondence. Thanks again for writing to www.circuitcity.com Sincerely, Utkarsh T. Customer Support Coordinator Contact ID Number: xxxxx Call ID Number: xxxxxxxxxxxx IM Number: xxxxxxx