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 Marlow Heights, Store 825 -- refuses to issue 24/24 guarantee gift cards to eligible customers.
Posted Sun October 21, 2007 12:00 pm, by Prince H. written to Circuit City
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Store visited: #825
Supervisors spoken to:
On 7:09pm (timestamped) (10/19/07) -- I purchased an xbox live gold card ($39.99) online for in-store pickup and when we arrived at the store (approx: 7:40pm) -- our item was not ready, nor was it ready for about 8 minutes. (Should have been ready for pick-up at 7:33pm).
At 7:50pm, we requested a $24 gift card, per due the policy. We gave the store enough time between 7:09 and 7:40pm. (31 minutes).
Staff at the store refused to comply, referred us to at 3 different "supervisors"..who gave us an assortment of reasons to why they can't give us the gift card! One supervisor stated that we have to wait *IN-STORE* for *24* minutes, after we placing the order at home, we may then get one... another stated, "the corporate policy is different than the in-store policy" (which is insane) -- all in the while, we spent arguing for over 30 minutes trying to secure our "guarantee."
I personally recorded the entire incident.
I would like at least a $100 gift card for our trouble. We gave the store enough time to process the order, and it feels very insulting to even have to explain written policy to employees, then have them say "it doesn't matter!"
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by Gino Posted Tue October 23, 2007 @ 12:20 AM
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I can see the 24 part being valid, but I seriously doubt you are
entitled to 100 dollar gift certificate. If by record, you mean audio,
I do hope you informed them ON TAPE that you were recording whatever
they said. They may have certain rights, depending on the laws in your
state, and it may not be admissible as evidence. Admitting it in a
letter on a public forum may not have been a prudent idea. If they
catch wind of it, it could be used against you and nullify the
guarantee.
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Did you call ahead to check the availability of the item, as some
items are not available for in-store pickup. Taken from the site:
Product availability: Some items may not be available for in-store
pickup, including CD's, DVD's, DIRECTV item, gift cards, video games,
PC games and software and some kids' Electronics. Please check the
availability of information on the individual products for details.
Details: 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.
If you are owed anything it is the $24.00 giftcard, not one for
$100.00. Your wait in line is not a valid reason for this.
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by calm Posted Sun October 21, 2007 @ 8:52 PM
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"We guarantee your order of $25 or more will be ready for pickup at
your selected store within 24 minutes of the timestamp on your
confirmation email. If it's not, we'll give you a $24 Circuit City
gift card."
Now, if you were in line when the 24 minutes was up, but the order was
ready and you could have had it if there hadn't been people in front
of you, then you wouldn't get a card.
The fine print doesn't have anything like "at participating
locations," either.
I have to admit that when I started this letter I expected that you
had misunderstood the 24/24 guarantee. A lot of people don't read the
fine print. But you are right and I was wrong.
I don't really think $100 is reasonable -- but you should definitely
get something beyond $24. Good luck with it.
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