Dear Circuit City....

David Robert
465 Buckland Hills Drive
Apt 32234
Manchester, CT 06040

Dear Circuit City,

My name is David Robert, and I’m writing from Manchester CT. I wanted to discuss with you, today, the unacceptable sub-par service I received at your Manchester/Buckland Hills store.

On the morning of December 22nd, I went to your website and purchased a Uniden Cordless Phone, model number TRU8885-2. The cost of this phone was $129.99, plus an additional rebate. I paid for it with my discover card, and chose to do the “in-store” pickup.

Later that day, at around 5:30 pm, I went to your store to pick up my item. Being it so close to Christmas, the lines were heavey, and there were atleast 12 people in line for the “Online Express Pickup” counter.

I decided that I would come back at a better time. I wasn’t in a rush to pick it up, for I had a couple days left before Christmas.

During the afternoon of December 23rd, at around 4:00, I went to your store to pick up the cordless phone. I stood in the 8-person line at the customer service desk. There was only one person working at the customer service counter, and the wait in line was about 12 minutes. When I was finally next in line, I gave the lady my order number and credit card.

After signing the receipt, I was told to wait “in another line” for my item pickup. I patiently waited in this line for over 22 minutes. I watched as other people’s items appeared on the conveyor belt – but there was no Uniden Cordless phone.

As I was waiting, I noticed other customers, standing in the normal checkout line, were happily leaving the store with their purchases, while I had to stand and wait for a product that I already paid for, but could not have.

About five minutes later (Total wait time after I signed the credit card receipt: 27 minutes.. and I had been in the store for about 39 minutes) I finally saw the Uniden Cordless phone move across the conveyor belt.

I waited for another 4 or 5 minutes, and then decided to pull a sales associate aside for assistance. I just wanted to get my phone, and get out. The sales associate, Jon ( heavey build, dark hair), said he could not help me, and when asked if I could see a manager, he stated that a manager would not be able to help me either. So, I continued to wait.


Finally, I gave up waiting, cut into the line of waiting customers, and stated “My item is right there, can I please have it?”

The woman, giving me an attitude, grabbed the phone off the conveyor belt, slammed it down on the counter, scanned the item and my receipt, put it in a bag and – no joke – threw it across the counter at me. I was then told to have a “Happy F*cking Holiday” The customers behind me in line were shocked, and I was truly embarassed.

This attitude, both of “Jon” and of the female sales associate, was not only unprofessional, but also inexcusable. I have worked retail during my teenage years, and I understand that it can – indeed – get stressful and tumultuous during the holiday season. But, to treat a customer with that level of disrespect to is 100% unacceptable.

In addition, I never received the $20 mail-in rebate for this Uniden phone, nor do I plan to go back into this store and ask for it. I honestly think that something needs to be said and done. While I am not typically offended by the use of the “f-bomb”, I feel that this sales associate will say it to the wrong customer – and cause a HUGE problem.


Thank you.

David M. Robert