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I have had good customer service but both stores in Indiana are complete chaos. They have no idea where certificates of authenticity are. This a big deal since Fender sells a limited edition only through their stores. We have actually went back to get the correct COA only to be given the wrong one again. Asked a simple question of whether or not a guitar comes with a gig bag or case to be told it comes with nothing. Lie, I bought that same guitar from you just last week and it came with a case. Some employees are quite willing to lie to you so they can move on. It really stinks when you want to purchase a $3k guitar but you can’t be certain you will get the COA or the correct accessories.
Guitar Center stores are a whole other web of terrible anti-consumer misery. I returned a Gretsch electromatic hollow body because after assurance by the commissioned salesman that I would love having a Bigsby Tremolo system... I don't and I return it and start shopping on their website. So I've got around $1.1k in Guitar Center credit on a gift card, I find a nice Reverend Double Agent III and a few other things. I purchase them and pay a difference of about $80. Despite being in stock online, I get an email after I buy it saying it will be available 2 weeks from now.
Two weeks later it's back ordered 2 months from now. Not an amazingly huge deal but kind of annoying. So I call, and pick out another guitar about $300 cheaper with that credit. Mind you I should have roughly $800. The lady on the phone says I am 10 dollars short on my credit. Where did that $300 go? They don't know but offer to look, which will take like 10 business days. So I relent and pay the $10 on my credit card. Well this girl accidentally charges the total of the card to my debit card, which I should have been wary about when I heard her say whoops followed by a brief silence. She didn't tell me, if this is truly the case and she knew. In itself it's whatever, not a massive deal. I'd hate to work for guitar center and I feel a bit bad knowing she probably has to deal with people that yell at her due to the vile construct known as guitar center's online ordering system.
So back on the phone after being charged for $500 to my debit card. They've seen the issue and my account has been flagged and they're working to fix it. But remember, I had roughly $800 in credit that is not tangible because they can't exactly put it back on my gift card. Where did that go? They have no clue. They'll look into it. It will take 10 business days.
And the kicker to all of this, the proverbial cherry on top. I paid for next day shipping. It's going on 5 business days now and the guitar isn't even in the same time zone as me. I still don't know where that $800 in credit is, and even if I get it, it still means I have to deal with guitar center. This is like some Sisyphean nightmare that I can't shake.
In July 2017, I purchased a Gibson/Les Paul (Epiphone) Slash AFD guitar for my son. Five months later my son complains about the guitar sound not being right? We take it the repair Tech at our Lincoln, Nebraska store (very talented and great guy). He tells us that the neck of the guitar is warped beyond repair. He explains that this problem is no fault of ours, the wood is bad? I had purchased a 36-months "Pro Coverage plan Plan" at Guitar Center for $43.99. Attempted to make a claim for a refund or replacement at the store, but was told to call the number on the Pro Plan. This is where I started to get the runaround. Pro Coverage people says that I am still under manufacturer’s warranty and I have to go through the manufacturer. The lady at the Pro Plan says the warped neck is not covered by Pro Coverage Plan, only electrical problems and accidental damage was covered under the plan.
This is not what was sold to me when purchasing the plan. When the salesman up-sold me the plan, he made it sound like it was a full safe replacement plan. "If anything goes wrong with the guitar, we would be given a full refund or replacement". He made it sound like a great and easy exchange process if something would happen? I called Gibson/Epiphone and was told that I will have to file a claim with them, receive authorization for a review of the guitar first, ship it to them and wait for an answer if they will replace or repair the guitar or even maybe do nothing. I was advised "NO REFUNDS" from Gibson. What a nightmare! I live 40-miles each away from my local Guitar Center in Lincoln, Nebraska. I have already made one trip there to get the runaround, now I will probably be stuck with shipping cost to Gibson. By the time it is all said and done, I will have spent more $$ than the guitar is worth.
Come on GUITAR CENTER, get these exchange problems straightened out and quit this runaround game of passing the buck with us customers! You are the (Walmart) of Guitars. (Walmart) will exchange anything! Keeping their customers happy and coming back to their stores. Maybe you, (Guitar Center) should adopt the same type of policy to keep your customers coming back. If this problem is not resolved satisfactorily and soon, I will no longer spend my money in any of your stores.
Spent over 2K with GC in Sarasota. Talked into a product I did not want and cannot get honest answer about exchanging for one that will fit me (wheelchair user with MS). Not offered Pro coverage. Mgr of store not returning my calls. Guitar that will work that's on sale goes off tonight. GC management needs to get involved in this.
I purchased a guitar from GC online as a gift for my wife. The guitar was purchased almost an entire month prior to her birthday. When the package arrived in the mail, it was a $79 Rogue guitar, But I purchased a Les Paul. I immediately called Guitar Center, and was told I would have to pay for the shipping to return the item. After arguing, I was sent a shipping slip that was paid for by GC. After Guitar Center received the wrong item, I was told they would have to verify that I did not damage the item out of anger before they could ship the correct item. This reasoning is ridiculous, since it's GC's mess up. They have had the item for a total of seven days now.
I called this morning and the customer service rep, who was very nice, told me the guitar should have been shipped by now and he doesn't know why it's not. Unless it is shipped within the next hour the guitar will not get here in time for me to give it as a gift. Now, as a birthday gift I will have to present a receipt showing the purchase and a story to a large group of musicians as to why they should continue shopping at the local music store instead of Guitar Center. Thanks for ruining the birthday surprise Guitar Center.
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I understand Guitar Center is in the business of making money by selling music equipment. However, the few times I've had some negative feedback, Guitar Center has sent me an email saying my post is under "review". (Censorship) Which literally means all the reviews and ratings on their website are sugar coated, and thus bogus. In my opinion Guitar Center doesn't respect their customers enough to allow them a truthful account of what they're selling, and prefers to protect the manufacturers they represent, by allowing their customers to be scammed at times because it's profitable, and convenient.
I recently purchased the Behringer ACX 1000. I wanted to tell you guys how happy I am with this amp. First off, my order came on time and was packaged very well. Right out of the box this amp did not disappoint. I plugged my AEF Ibanez into the amp and began playing and it was if angels started to sing. Thank you Guitar Center for an incredible sounding amp!!! We will be a regular customer and will be making another purchase in the near future!!!
Purchased a used Bass amp online. It was listed as excellent condition so I was willing to pay a little more than other options because I wanted it to be as close to like new as possible without spending "new" money. The amp came today and didn't have the power cord to plug it into the wall. So I called Guitar Center customer service and she called the store it came from who apparently told her that used amps don't come with the power cord from their store. I can't believe this and if it is true it should be listed in the posting that there is no power cord (kinda important to use an amp). Long story short Guitar Center refused to stand behind their sale. I guess I will return it to a local Guitar Center and lose the shipping cost, plus the fact I now will have to buy the amp somewhere else. Unbelievable.
I needed some essential item delivered by Thursday. I reviewed the shipping policy on of Guitar Center website found here **. The policy states that orders made after 4 PM, with item in stock, and 2-day shipping with be shipped the next day. I placed my order Monday evening. According to their policy, the order should have shipped on Tuesday and arrived on Thursday. However, on Wednesday, the Order Status on their website was blank. I called customer support and was told that they take 24-48 hours to verify orders before they are processed. Because of this my order was delayed and I would not be receiving my items by Thursday.
Furthermore, the customer service representative I spoke was unhelpful and snarky. He told me there was nothing he could do to get my order to me by Thursday and when I explained that I had read and followed their shipping policy, he interrupted me to inform me it took 24 hours to verify my order. I explained that I was confused because I didn't see anything about that on their shipping policy and he patronizing said, "Well I can read it to you." I have read all of their policies on their website and can't find anything about a 24-48 hour delay due to order verification. Avoid Guitar Center at all costs.
One day after writing the review I received an email from Guitar Center saying that the Fender guitar was being shipped to me. It seems that the person with whom I talked to got confused and thought that the guitar had been sold to another person, but turns out that it had been sold to me. I wonder what would have happened if I had just bought another guitar in this meantime... I'm updating the store's rating to 3 starts because of 3 reasons: (i) I think it shouldn't take more than 2 days (it took 10 days) to ship a used item that the store advertises as available; (ii) the misinformation of the attendant could have brought me a big headache (I almost bought another guitar on craigslist in this meantime); (iii) I received another guitar (a fender acoustic-electric) today and it was in really bad condition, it had several issues that were not disclosed in the website. Didn't have any problem returning it, but it cost me the shipping fee, which is about $20.
I tried buying a used Fender Strat 10 days ago online at Guitar Center's website and had an awful experience. First of all, at checkout, it says that shipping takes 3 to 5 days, and this is just not true. They take up to 3 days just to process your order and when they ship it, it takes more 7 business days to get the product delivered... To make things worse, they just advertised a product that they had already sold. I received a very generic email saying the following: "Thank you for your recent order. We have yet to receive the out-of-stock item(s) noted below, but we have more on order with the manufacturer. We will ship them to you as soon as we receive them."
The problem is that they didn't tell me the product had already been sold out, and I had to call them more than a week later just to receive this information. The way it's written in the email gives the impression that the item is just in transition inside their stock and will be shipped when ready. Summing it up, I had another good guitar on Craigslist that I could have bought, and now it's gone too. Sorry Guitar Center, you just lost a customer for life.
I just want to thanks Elias** from Guitar Center located on Orange Blossom Trail store in Orlando, for your patience and special attention in solve all my problems with my order although I'm 10.000 miles away from the store. I hope to deal with Guitar Center Orlando in the future, especially with Elias **.
I saw a guitar which I was looking for at the Guitar Center in San Antonio. I called them. The staff members there confirmed the availability of the guitar and its excellent condition. I made the order and its payment immediately that morning. However, in the late afternoon, the Guitar Center sent me a note stating that it was out-of-stock. I asked them for the reason considering that the local center had confirmed with me right before my order. No reply. The next day, I received a note of order cancellation. No explanation. No apology. What a waste of time dealing with those people who have no business ethics or courtesy.
I looked into an item several months ago on Guitar Center's web site and, because I needed to check shipping, input my debit card information. I did not place an order at that, or any other, time and I did not set up an account (i.e., did not authorize them to store or use any of my information). Yesterday, I found that Guitar Center had deducted $300 from my bank (the information for which they should not have kept) for an order I did not place; they have refused to refund this amount. This deduction caused me $70 in overdraft fees, which they also refused to refund.
In addition, one of their representatives informed me that the item in question had been shipped to an address other than mine but refused to provide that address to me, even though the item had been charged, and billed, to my debit card. Having spent the day speaking with various organizations (i.e., BBB, PA Attorney General's office), I found that Guitar Center is NOTORIOUS for fraudulent billing, unlawful storage of customers' financial information, and unauthorized "purchases" amounts being illegally charged to customers. STAY WELL AWAY FROM THIS COMPANY! They will store your financial information, remove money from your account without your knowledge or permission and refuse to refund the monies they STOLE from you!
Back in early March or late February I purchased a seafoam green bullet for $99. Thought it was a great deal and my favorite color too. After a few days it seems to have issues holding tune and what not. Then I notice gap on the top side neck and the neck is not properly seated. Since it needs better strings and a setup I decide to look at neck pocket. I notice the router and the factory miscut due to the gig wasn't properly seated. Since I've been so sick lately I've not had strength to deal with fixing or returning. But, when I tried to I noticed more things. In the past I owned a used/vintage guitar shop. So I know better than most of GC's employee's.
The holes were not aligned right. The holes were widened (that's bright, huh? Lol) and I noticed it was resprayed after the holes were modified and the under color was probably white. So they knew, tried to modify and shipped anyway. What bothers me is that its beginners who buy these and I'm betting they give up not realizing the guitar is defective. The next Hendrix might have been missed because he bought a huge strat-like paperweight.
Not sure if guitar center knows but the subcontractor that manufactured knew because it's obvious they hid it. Have lots of pictures of it so denial is futile. Called Guitar Center in La Mesa. Put me on hold for about 15 minutes or so and dumped my call... Seems like common policy in these parts. So I'm here and hope they take accountability and attempt to make things rights (remember those days? Lol). Let's hope they do.
Purchased used guitar online. Received confirmation and my credit card was charged. The next three days my order still showed processing. I call Customer Service, hours later I get an email that they sold the guitar and it's no longer available. After I ordered the guitar I sold one of mine to offset the cost of buying the one that I ordered. Now, I have neither. Guitar Center said maybe they can find a similar guitar. Well, I found that they have a "open box" guitar of the exact model. I asked if they could give me a discount off of the open box guitar. They declined, said they would not offer a discount on it. This is lousy customer service and probably one of the reasons I hear that they will be out of business soon. I for one will never set foot in a Guitar Center again. I will take my business elsewhere. Corporate Bots are so yesterday. Good riddance.
This whole nightmare started 3 days ago when an order was placed for 7 items through Guitar Center's over the phone retail associate. I specifically informed the associate the order placed would need to arrive before Saturday as I'm flying back to California for funeral arrangements. Everything was fine. He assured me that the items will most likely arrive on or before Saturday. A business day has since passed and decided to check on order status. Shipping information was not updated and was still showing information unavailable so I decided to call back Guitar Center. I spoke with a couple different associates before being transferred to a verification manager. She explained to me that this is a standard process for order to be verified by the bank before processing and shipping. I once again stressed the level of importance and why I made the purchase on Wednesday over the phone to avoid any interruption and inconvenience.
After going back and forth I brought up purchasing next day air shipping in order to get this matter resolved. Here we are now on Friday and went to check status of shipping again and found that one package that contained my Pioneer DJM-909 mixer had not been shipped out yet, so I called Guitar Center once again to find out what the hold up was. I was informed that an employee that was handling the package went home early and the item was not shipped out. I had been dealing with this matter since Wednesday and at this point I have decided to write a review with the hopes of my story being heard. This has by far been the worst Guitar Center experience I have had to go through.
I was told by sales representatives ** and somebody else at the store location of 18361 Euclid St, Fountain Valley, CA 92708 that the finance option through their financing company "Synchrony Bank" that the credit inquiries were soft credit inquiries. Moments later after the credit pull I received notification that I had not only one but two hard inquiries recently made. I don't know if they feel it is necessary to lie to their clients to make commission or whatever the case may be, but if they were unsure they should have contacted their financing company to figure it out rather than giving false or inaccurate information. I was trying to refinance my house and that is now completely out of the option because again, I have not only one but two unauthorized hard inquiries on my credit. Thanks Guitar Center!
I ordered a guitar through them on Feb.17. Shortly after the email confirming my purchase I got an email stating that it was "out of stock" and "on backorder" and they would notify me when available. So about a week or so later I call just to get an eta and the customer service rep said rough estimation I should have it around March 10th. No big deal. I was already waiting why not wait a little longer. I bought it at good price on press day weekend so it selling out could be suspected I suppose.
So some time goes by and yesterday March 3rd I went to their site to show the guitar I'm so patiently waiting on to someone and it now says In-stock and ready to ship. So I thought maybe they got a shipment from the manufacturer so I give them a call to get an idea of when I was going to get it because I had hadn't received an email yet. So I call and the cs rep says the guitar's been discontinued and says he will go ahead and cancel my order for me and the only thing he offered was the same guitar in a different finish at about twice the price.
What angers me is not that the guitar is discontinued (that's out of their control) it's that they never notified me. I would probably still not know had I not called and even worse it still shows in stock ready to ship today March 4th. I will no longer be doing business with them and I am going to figure out how bad it will hurt my credit to close my gear card.
Searched online for a keyboard for Christmas Present. Chose Guitar Center for really great looking package deal. Nowhere in the online description did it mention that any part of the package was not in stock. After I placed my order I received an email that the item was back ordered. Hmm. Today (12/3) checked online and see that the keyboard is showing up as in stock so I contact customer service via their chat feature. I soon learned that they had all of the package EXCEPT for a learn to play CD... that item wouldn't be in until Jan 17th!!! So I asked if I could get the rest of my order shipped... I even offered to pick up the CD at a local store when it arrives. No. Won't ship partial order (this even though their email says they may ship separately). So I asked if they would cancel the CD part and ship the rest. NO. They won't do that. Okay fine... You just lost a sale and earned poor reviews! So I've canceled.
The subject says it all! Guitar Center uses Music123 on eBay to farm personal info so that they can directly market their low quality bargain bin crap grade products to you by "junk mailing" etc. Music123 is owned by GC and has a fairly large presence on eBay unfortunately. Only as a last resort and for small cheap items like mic cables or a single set of strings will I buy anything from GC. I have had very disappointing experiences dealing with lazy or incompetent sales reps in GC. On one experience, I was interested in a powered PA speaker. I asked the rep to plug it in so I could test it. He was so ** lazy, he gave me a hard time about plugging in a mixer/cables to test the cabinet! Seriously!!! Do your job you lazy piece of **.
Another time I was interested in a POD HD400 but the dumb ** sales guys couldn't figure out how to demo it! Now it seems like whenever I'm in a GC, you could shoot a canon thru the place and not worry about hitting anyone because the PLACE IS PRETTY MUCH EMPTY! They don't deserve anyone's hard earned money and certainly don't deserve pro musician's business. The writing is on the wall GC. This type of business needs to be in the hands of the smaller retailers with deep knowledge of the product lines. Not a bunch of flunky kids in garage bands waiting to get their big break. You're better off to deal with a reputable company like Chicago Music Exchange or zZounds. Don't order anything from Music123 or you will end up in a gazillion junk mail marketing lists.
SOLD COUNTERFEIT BC RICH INSTRUMENTS!!! After a positive, near 40-year relationship with GC Hollywood, I feel the need to disclose the details of a very disturbing situation. In 1993, A GC customer purchased four BC Rich USA instruments from that location. In or about 2010 or 2011, he returned with them claiming that they were counterfeit (fakes). David **, a decades long employee and one of the sales people who initially sold the instruments, refunded him 10K and took possession of the products. Mr. ** then put them back out for sale in the store. In 2011, I purchased one of them, a 1993 build, BC Rich USA Bich Supreme. He informed me of the history of the first buyer and I insisted on a purchase order copy from GC showing BR Rich itself provided them the guitar in order to avoid any future confusion as to the instrument's legitimacy.
A week or so later, he produced what he claimed was the P.O., I placed in the case and drove home with the instrument... five years ago. The P.O. in fact was simply a copy of the original customer's receipt from 1993. I sold the guitar two days ago in the amount of 2500.00 to a respected dealer who blew up on me a day later over the fact it (and the other three) had been deemed 'fakes' on more than one website. I verified his claims with the actual (still living) makers of all BCR instruments from 1977-current. They (all four instruments) were left over B stock unfinished guitars purchased, then pieced together and finished by Ed Roman Guitars in Nevada.
I have had two days off work, numerous hours invested in finding the truth and over 20 hours of anger and grief dealing with this. Guitar Center is possibly criminally liable as well for knowingly selling counterfeit guitars. A Civil Action is being prepared this evening and I will notify the SPD Detectives on Monday too, at least, report this as a intent to defraud.
When I received the Vocalist Live 4 Vocal Harmonizer Vocal Processor (1) unit I order it didn't come in the box it was showed with, didn't have the booklet it was showed with, and it had a power adapter that was incorrect voltage and amperage. It won't work without the correct power adapter. Connector wasn't even close, called, the guy seemed very helpful. A new power adapter was shipped completely, wrong again.
I called, emailed pictures, and nothing, called and emailed more times, it's a month later and they want me to start the whole complaint process over because they can't find it, even though it's continued on the same email thread. Then they want me to go to my local store which the closest store is two and a half hours away. And to add insult to injury they want me to purchase a 45 day warranty to make sure my purchase will still be covered when or if I ever get the power adapter. Guitar Center sucks big time, this is my last order from them. Do yourself a favor, find another store.
We just want to thank Chris and Guitar Center in Sterling, VA for consistently providing such a nice environment in the store and great customer service. Chris is always willing to help. We had a problem with an input jack, and he fixed it. When there was another issue to be addressed with the same jack, he fixed it without charging us anything. Another time, he helped fix our acoustic electric--I was out of there in ten minutes for less than $10.00. Unbelievable. Chris and his GC staff are honest and are truly more interested in helping than just making a buck. Our new favorite store!! Thank you all.
Bought a brand new Squier Vintage Modified P bass 2 months ago. My hands are small and the neck is too thick. Went to trade it for a Jazz bass. This bass was $299. The Jazz is $349. Took it into Pasadena GC, they offered me $85!!! It's in new condition! They just lost a customer!!
After problems with purchasing a gift card, this organization was unable to find my order, even though I had purchased it with my credit card. They were exceptionally unhelpful and incompetent. I ended up having to file a dispute with my credit card company to get my money back. I will never ever buy anything from them again.
I have been spending lots of money with GC. I was shopping for a karaoke machine for my wife. I got a call right after I purchased this clearanced item a VocoPro for 129.00. The reg price was 229.00. Saying he didn't have it in stock he was cancelling my order. Not only did he ruined the surprise he really pissed me. I made contact and was told my order was in process and would be there on Friday. I got a call telling me it was a customer return that was not working. I told him, "You need to fix this. You pulled the same crap with the Harbinger personal Pa." Kept advertising one for $149.00 that they never had and talked me into a $229.00 one. It won't ever happened again.
The Guitar Center always puts the drums where they don't belong (In all the stores I've been in)! They get kids and older, that simply always play too loud and the guitar players can't hear whether or not the guitar is worth buying. A terrible set-up to say the least. The powers that be should place drums in a separate room, only to themselves! Just a terrible setup Guitar Center, you should be ashamed of yourselves. Then I have to wait 2 hours on the phone to their main center, and they don't answer complaints. What losers!!!
I have been dealing with GC for a long time and although, the quality of customer service varies slightly from store to store, I have found GC to be, hands down the absolute BEST vendor of Guitar related gear. First, it carries numerous manufacturers' products. Second, if they don't have it in stock, they get it promptly and THIRD their return policy is second to none. I can have a couple of different manufacturers' products simultaneously to AB them in my actual application environment, and then return the one I don't want for a return of my FULL purchase price and there are sufficient bricks-and-mortar stores that it's not an undue burden to this.
I would venture to say that but - for the foregoing, the few thousand dollars I've spent in the past few years would not have been spent... and the enjoyment I have experienced as a direct result would never have occurred. GC has struck a balance between "mass produced" pricing and individual customer attention that I am sure will keep me coming back. Special kudos to Lilly at GC.com and John ** and staff of the West Palm Beach FL store for customer service above and beyond during my most recent flurry of activity.
Bought a Mustang amplifier, after inspection I found a hole in the dashboard so I asked the salesman to replace it. He went back get a another one. Trusting these people will not cheat me, I bought it. When I get home the amp is the one I returned with the hole in the dash. It was too far away for me to return so I just accept I was ripped off. Do not buy with cc or debit. They will rip you off.
I traded & got ripped off when I returned what I purchased after only having it over the weekend. They said they sold my trade. Now I am out my trade & because I lost the discount of 10% for trading in you got my guitar for far less than I would have sold it for. I have complained but all I get back is "See your store." They are the ones who ripped me off! They won't help! This was one bad deal that I will never forget or live down. Right now I have never hated a company more than GC!! I will do all I can to put you out of business. That's my mission!! PS, the manager was a jerk & your policies suck! Goodbye.
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