Complain about a product or service

Circuit City Returns/Exchanges

Circuit City • Firedog • "No-Interest" plan • Rebates • Returns, Exchanges • Warranties --- • Cameras • Computers • Home Electronics --- News • Chase Trashes Tapes Containing Circuit City Customers' Data • Circuit City Settles Advertising Complaints with New Jersey

Wallace of Portsmouth, NH (12/28/05) I plan to NEVER shop at Circuit City again after my visit on Dec. 28, 2005. On Dec. 21st I purchased a Canon digital camera. I explained to the salesman that the item was a Christmas present and that I wasn't sure if the gift would be duplicated. The salesman told me that I would be able to return the camera - no problem.

Unfortunately, the salesman failed to mention Circuit City's "restocking charge", a fact I was extremely disappointed to find out when I returned the item. The cashier pointed out that the details of this restocking charge are printed on our receipts. I think Circuit City should tell customers about this charge BEFORE they buy an item.

I will no longer shop at Circuit City. How sad for them to lose business over $25.50.

Randall of Medford OR (8/21/05):
I purchased a Canon scanner from the Medford, Oregon Circuit City store on August 12, 2005. When I purchased the scanner, I asked about the store return policy for defective products, or products that could not be made to work properly. I was informed that the store had a 14-day return policy. The scanner worked for about 5 minutes and then developed problems. I contacted Canon and after several emails and 1 1/2 hours on the phone with a Canon technician on August 13, 2005, it was determined that the scanner may be defective. The Canon tech offered to send another scanner. He told me that I could also take the scanner back to the store where I purchased it, if they would take it back. I told the tech I would take it back to where I purchased the scanner, due to the store having a 14-day return policy.

On August 13, 2005, when I attempted to return the defective scanner to the customer service department of the store, I was informed that I could not get a full refund, that there was a 15% restocking fee. I had the scanner for one full day, it was defective, and I am expected to pay a $12 fee to return the defective product? Due to my frustration at this point, I told the clerk in the store, "The scanner cannot be restocked because it is defective and needs to be sent back to the manufacturer." I was informed that this is the policy.

I contacted Circuit City Customer Support headquartered in Richmond, Virginia. I was quoted company policy and it was requested I contact the local Circuit City store manager. On August 16, 2005 I had a very brief telephone conversation with the local store manager who basically said this is company policy and that I would not receive a full refund.

Tracey of Pasadena MD (8/17/05):
I purchased a TV from Circuit City on 3/26/05 in anticipation of a move. I picked up the TV and was told there was a damage on the lower corner of the box. I moved on 8/12/05 and opened the TV for the first time. The housing of the TV was cracked in two places, and not only that, the TV would not turn on or off. I called the store to see if I could exchange it for the same model, and they told me no I couldn't. Their return policy was 30 days no matter what the condition the set was in. I would not be so mad if the housing was cracked and the TV worked, but it just seems funny that no one will help me with this issue.

I am a single mother who works full time (6 days a week). I don't really get any help, so to have to put out another $300 is crazy! All I wanted was the same TV, just not damaged and no one will help me!

Carlos of North Bergen NJ (8/2/05):
About January 2, 2005 I purchased a 40 gigabyte Apple Ipod from Circuit City. The IPOD was an "open box" item which sold at a discounted price of $300, (retail is $400). Before I purchased the item I was assured by the salesperson that although it is an open box item which was a customer return and has some cosmetic damage to it that it is working in "like new" condition and that it also carries the same warranty as a factory sealed item. This item was not being sold or ever presented as an "AS IS" item. Under these conditions I agreed to purchase the item.

The receipt which I still have on hand clearly states and I quote, "This product was a store display model or a customer return that has been previously opened and may have been serviced to ensure your satisfaction. It carries the same warranty coverage as a factory sealed item." I'm sorry to say that they have failed to ensure my satisfaction and that the warranty coverage that was promised to me is non existent. Upon opening the package it worked fine, or at least I thought it did.

It wasn’t till about late May of 2005 to early June of 2005 that I had installed more songs into my computer so that I could install them onto my Ipod. At this point I had just over 3,000 songs on my computer totaling about 11 gigabytes in memory. I then proceeded to install these new songs into my Ipod only to find out that the Ipod would crash and delete all the songs it had in it when trying to load more then 2136 songs totaling about 8.6 gigabytes in memory. I tried reinstalling software but that did not help.

I called Apple because they offer a one year warranty for the Apple Ipod and they suggested that due to it being an internal problem with the ipod that I could send it in and they would exchange it for a working model. This is when the real problem began. Apple advised me that the 1 year warranty on my Ipod had expired and therefore they could not replace my malfunctioning Ipod. Now I had purchased this Ipod 6 months prior so how could my 1 year warranty have expired?

Eventually I received an email from Apple stating that they reviewed my request to have the purchase date changed but declined the request and did not give a reason why. At this point I went back to Jason at Circuit City and told him what happened and he offered to give me a store display 20 gigabyte Ipod for $250. There must have been some kind of miscommunication because I thought he was exchanging my Ipod for a smaller model and refunding me the difference. It then turns out that he was trying to sell it to me on top of the $300 that I had already spent on this defective 40 gig Ipod.

He even offered to sell me an open box 40 GB Ipod for $350 when I had just paid $300 for one 6 months prior. I found his attempt to help me out very insulting at this point so I brought up the fact that their receipt clearly states they sold me a working Ipod with a manufacturer warranty which was totally false. He told me that there was nothing he could do for me being that the purchase was made 6 months prior and that I should have purchased their City Advantage Protection Program.

I have a receipt which clearly states that my ipod was either a store display model or customer return that is in working condition and carries the same warranty a factory sealed item does and I also have an email from Apple that states that they do not cover any items that have been returned by customers. Again I did not purchase an "AS IS" item yet I have being treated as if I did purchase an "AS IS" item. This Ipod should not have been sold at the Circuit City store. If anything it should have been sold on Circuit City's Ebay store which is called "Trading Circuit". This Trading Circuit specializes in selling customer returns "AS IS". I clearly did not buy from them, I made my purchase at Circuit City and was lied to about the condition and the warranty of my product.

Back to the top |