Date Posted: Dec/13/2004 8:42 PM
Update: This story will be featured on the Tom Martino
Radio Show (troubleshooter.com). The show airs tomorrow (12/23) at
11am ET - 2pm ET. If you care to listen you can find a local
affiliate at Tom Martino's Troubleshooter (check schedules) or
listen online at KHOW online. I don't know the exact time they will
be talking to me.
Note: This post was also made on
the "CONFIRMED! QUICK! FLAMING HOT Circuit City video games deal: greatest
hits/platinum hits/player's choice games are 2 for $9.98 NOW 12/12"
thread. Since it brings up some interesting issues with how much a
store is willing to protect the bottom line I believe it should be
in Deal Discussion as well. This happened today.
Wow. I've
been on Fatwallet for over 18 months.... this has been the
most stressful and exciting deal I have attempted. Long story
ahead...
I went to a local Circuit City at about 5:30pm (until this is resolved
I will leave names out) to try to get some PS2 Greatest Hits titles.
I got a young, very helpful CSR (CSR1) who ran up my first two
titles (to verify the deal hadn't died on my ride home from work).
First two titles went through just fine - just over $10 with taxes.
He commented "Wow!! I'm going to have to buy some games after
work!!". I asked him to help me pick some more titles for my sister
in law (she is getting a PS2 for Christmas). Together with the CSRs
help (as I said, he was really nice) we picked out 8 additional
titles (I didn't clear out the store, just enough to make for a
great Christmas present!). He rang these titles up, each coming up
at $4.99. When he finished I paid for the transaction on my Visa
card. Sounds like a hot deal, doesn't it?
This is where it
gets ugly.
As he was bagging the games up another
associate (CSR2) comes up and says "Hey, [CSR name], those are
ringing up wrong - they're 2 for 30". My CSR replied "Uh, little
late, I just sold them.". CSR2 responds "I'm getting the manager.".
I wait around, as CSR1 (the nice one) finishes removing the
protective cases and bagging the games. About the time he finishes
the Department Manager shows up. He begins arguing that I can't
leave the store. He tells me (in raised voice) that I need to return
the items I purchased. I informed him that I purchased them, paid
the price asked for them, and agree to the charges specified on my
receipt. He physically blocks my egress from the store
(specifically, from the middle of the store where we were at). He
says "You didn't buy those." - my response "Your Circuit City receipt says otherwise - would you care
to look at it." His response "I can't let you leave with those items
at that price.". My response "Are you going to physically stop me
from leaving your store?" My next request to him was "Fine. If you
won't let me leave, call the police." (He did not want any of
that).
This is where it goes from ugly to
bad
At this point we have a nice audience. I was never
very good in drama class... today I think I did better than I ever
did in school! We have about 10 people watching by now. While my
voice was not raised (above the point of normal speech), his voice
was getting louder and louder. This drew the attention of the "Store
Director" (so sayeth his nametag). My guess is that he was either
behind me in the audience or was informed by a CSR that the
Department Director was perilously close to having the vein in his
forehead burst blood on the crowd. The Store Director begins telling
me (now I have two man coverage... time to think back to football
days!) that I cannot leave the store. I continue to tell them to
either let me leave or telephone the police. He continues to state,
nearly verbatim for what his underling had said, that I cannot leave
the store with the merchandise I purchased at the price I paid.
Finally, after a good 10 minutes of heated debating I inform them
that I am leaving, and that if they wish to contact the police I
invite them to do so. They once again tell me they will not "let" me
leave - I asked them "do you plan to physically restrain
me."
Ugly? Bad? Meet your friend violent
I
decided to leave. That was unacceptable in the eyes of the store
director. At this point we are face to face, about 2 feet apart (not
close enough to smell breath, no touching toes). I begin to turn to
walk towards the exit and he decides to protect his profit margin
with force. He uses his right arm and shoulder to thrust into me
while using his left arm to physically rip (as in - broken bag) the
bag (with receipt) out of my right hand. He turns around and walks
the couple steps to the register that the items were rung up
at.
Note: I am a nonviolent person. Unless you threaten my
wife, mother, grandmother, or Siberian husky I will not become
violent.
I follow the Store Director (with his Department
Manager in tow) to the register. At this time there are over 20
people watching. I guess wresting doesn't come on Monday nights? I
ask the Store Director (who is now trying frantically to run a
return on the items) "Now that you have assaulted me do you want to
add theft and credit card fraud?". My wife walks up (who had been
observing from a safe distance the entire time) and takes my cell
phone and asks for our attorneys card (note: forget AMEX. don't leave home without an attorney) and
begins dialing his number. The store director takes in the fact that
he has just assaulted a customer (devil shopper) in front of
over 20 other customers, and said customers wife is now dialing
either their attorney or the police. He thrusts the remains of the
shopping bag (with contents) at me and screams "TAKE THEM AND GET
OUT OF MY STORE."
Epilogue
For those that
did not already know this (or if I'm wrong, give me a good number)
Circuit City's main offices close at either 8PM EST
or 5:30PM EST, depending on which number you are directed to. The
local police department was open. We had an obligation that could
not be missed that we needed to go to immediately after leaving, but
called the police to discuss what happened. Tomorrow, unless Circuit City decides to formally apologize (I'll
gladly waive my right to file charges - he didn't hurt me) I will be
filing charges with local law enforcement. The police department
strongly encouraged doing so.
Update:
I
spoke with Circuit City Executive Response (and their Public
Relations... and their Legal Department). The individuals I spoke
with sounded as appalled as everyone here about what happened. There
is no resolution yet, but it is being forwarded up the chain. I
informed that I would like a response, even if it is preliminary,
today. My preference (as relayed to CC) was to deal with them
directly in working out a solution to remedy the situation and
prevent it from happening again. I specifically told them I would
prefer for them to address this on their own, rather than as a
result of me filing charges (to happen after work today) and this
being sent to local media outlets. Denver has a lot of radio
stations, news channels, and even two major newspapers. Right before
the holidays this is not what they need.
All things
considered - there is nothing at CC I need/want. What I want is to
know is that this won't happen to another shopper.
Update
I have now spoken with nearly every
Executive Assistant at CC HQ! 
The
last one I spoke with was assistant to the Chairman, President, and
CEO (same person). She seemed like a genuinely nice lady. Granted,
she spent as much time questioning why I purchased the games / how I
found the pricing / price mistake stuff than the actions of the
store director. I have a feeling a case of CYA is oncoming. The
upside is that they will be reviewing the video footage (meaning it
is being preserved) and I should hear from the regional vice
president (I have heard him refered to as RVP as well as Regional
Manager) within 48 hours.
I have given them until COB
Thursday to get back to me. In the meantime I will be speaking
(again) with my attorney (although if you happen to be an attorney
practicing in the state of Colorado send me a PM). I'm going to go
file a police report this evening. At the very least, it documents
what happened.
I'll keep everyone updated on what is going
on. I really wish the deal had been dead yesterday - this sucks
right before the holidays.
UPDATE 12/16
I did
not hear back from Circuit City today. I filed a formal complaint
(criminal) against the Store Director this evening with Lakewood, CO
police department. I will be sending the information about what has
happened to local media outlets (tv,print,radio). I tried to give Circuit City the opportunity to handle the situation
in a timely manner. I did not ask for money, only for an apology and
certain internal actions (reprimand the managers, do not punish the
young associate, implement better policy).
UPDATE
12/18
atene said:
can someone help me find the original hot deal post on
this? I just checked my charge card and found the CC ran charges
against my card 2 additional times without my signature AFTER i
left the store to effectively charge my card $15 per game. Filing
dispute and fraud charges with Card company - but want to warn
others.....
This has not happened to me. I cannot verify
the veracity of this claim (no disrespect meant, atene) but I would
advise everyone who has been following this thread to check with
their credit card companies to see if this has happened to anyone
else here.
UPDATE 12/21
It has been a week
since my last conversation with Circuit City's corporate office. I have not received
an apology, nor to my knowledge has Circuit City done nothing to prevent this from
happening again. In addition to that, after reading many of the
other posts in this thread (and the other) it seems that this sort
of manager is not unique to my store. What happened to jigglypuffy
was absolutely unacceptable (see the original thread to read his
story). What happened to me is unacceptable. My choice not to
litigate was a personal choice - most people are much quicker to
sue.
I've had a few requests for phone numbers. I did not
post them originally because I wanted to give Circuit City a chance to make it right. It seems
very unlikely that Circuit City is going to do anything. To that end,
I'm providing the telephone number for my contact at Circuit City. If you want to sound off to them about
this, something that happened to you, or other issues that is your
choice.
This number is for the office of the President,
Chairman, and Chief Executive Officer of Circuit City, Mr. Alan McCollough. His executive
assistant is named Marilyn. The store this happened at is the
Lakewood, Colorado store.
804-527-4000 extension
3220
you may want to try the 800 number
at
800-251-2665 extension 3220
Update
12/22
Update: This story will be featured on the
Tom Martino Radio Show (troubleshooter.com). The show airs tomorrow
(12/23) at 11am ET - 2pm ET. If you care to listen you can find a
local affiliate at Tom Martino's Troubleshooter (check schedules) or
listen online at KHOW online. I don't know the exact time they will
be talking to me.
Message edited by: undefined on 2004-12-22
18:14:11
|
.gif) |
|
See what
that does to CCs bottom line!!
