Circuit City.com

I am so beyond frustrated, angry and distraught…

To say that I have gotten the run-around from the incompetent “customer assistance” staff at Circuit City is the understatement of the year.

Here is my story…

On December 6, I ATTEMPTED to place an order via telephone for a Kodak Digital Camera/Printer Bundle. The language barrier with the CC agent was an issue – I was told later that first calls are put through to India and Canada - but I thought I had explained things – repeatedly – enough so that she could understand…the deal included a FREE memory card and I had a coupon that CC had sent me and wanted to use it…she told me she had already sent the order through and I couldn’t use the coupon AND she charged me for the FREE card.

At this time, I had been on the phone over 24 minutes and I told her “just forget it, cancel the order”…which she TOLD me she had done. I DID receive an email stating my order had been cancelled AND that I would NOT be charged for the order.

On December 7th, $243.79 was deducted by CC.com from my checking account. I have been trying ever since then to get my money back.

Now the nightmare really begins….

Calls and emails to customer service have been ridiculously ineffective. I get emails back from “Shabnam” offering apologies and promises to rectify the situation. I called customer service and was told that indeed $199 HAD been refunded and they were just “waiting” for the approval to refund the remainder…don’t ask me how they came up with that figure or scenario…

Well, no money showed up…After my THIRD call to customer service, I insisted on an escalation to a supervisor – you see I am too in Marketing/PR & Customer Service and teach classes so I am familiar with the process – so, at 9:21 AM on 12/14/06 I was put through to Teneva – “Like Geneva but with a T” as she told me.

I was now in tears as the money was needed to buy the replacement gift.

Teneva told me that a case number had never even been assigned AND no refund had been authorized. She also told me that she “sat right behind senior management and that this will be resolved in two days”.

Well, that was over a week and – FIVE UNRETURNED CALLS - to Ms. Teneva at 800-251-2665 x21001!

I thought she was my savior...I was so wrong. (I JUST receive an IM # for the first time this morning! An IM # is a code they assign problem cases!)

I called back today and spoke to “Shartay” who informed me that NOTHING was done regarding a refund. She told me that Teneva was there and walking around. She put me on hold and – without coming back on the phone – transferred me to “TENEKA” someone or the other at extension 21029!

I left a very, very emotional message….as you can well imagine…

I AM ABOUT TO HAVE A MELTDOWN!!!!!!!!!!!!!!!!!!!!!!!!!!!!

All I want is my $243.79 back!!! It is now 5 DAYS BEFORE CHRISTMAS and I HAVE TO BUY A REPLACEMENT CAMERA AND PRINTER!!

Why are these people doing this to me?

PLEASE HELP ME!!!!!!!!!!!!!!!!!!!!!

Denise Brossman