Guitar Center

I told Guitar Center this and they opened a claim, and they told me if nothing was found by Monday, April 18th, they would refund me. Well, Monday rolls around and no one calls me or anything. So I jump on the chat with them and they tell me they cannot refund me until they look into it further, even though I went on UPS's website and put return to sender on the package so it can stop with the "out for deliver" infinite loop, so that was proof I didn't have the guitar nor was it going to be coming to me. I showed them the tracking and told them what the previous reps said and they wouldn't budge. So I finally went through my bank and filed a claim because this was getting ridiculous.

Every guitar center rep would cut me off saying they understood, but would give me no information and would just say we're looking into it. It is now Friday, April 22nd, still no guitar, and finally got a refund THROUGH MY BANK. I will NEVER order through this company again. It's been an absolute nightmare. They lost my package, and there was proof in the tracking and they still wouldn't refund me. Worst customer service I've ever dealt with. My bank even said the whole process they put me through was very sketchy and they were shocked they hadn't refunded my money.

I called the Natick store with my problem and was assured that these are simple set-up items and they could take care of it for me. All I had to do was call back the next day and ask for Justin. This is where the trouble started. Apparently Justin does not work very often and he does not return calls. After two weeks, I gave up and started tinkering with guitar. I got it almost where it should be but not quite. This is not the kind of service you should have to settle for when buying an $1800 guitar.

A couple days later there was no email to confirm that the order was placed and received and it still was showing that payment was pending. I had to call them back and talk to the store manager and it became a big mess and a debate between if I was the one that placed the order and apparently another employee was being shady and wiped out the whole entire record of my order being placed. The manager believed, from what he said, that someone that works there was trying to get it for a friend or a family member. Eventually they called my bank and told them to cancel payment because they claimed that the guitar wasn’t in stock, but turned around and told me something totally different.

When I first called inquiring about said guitar I was originally told that I was the first person that even contacted and inquired about the guitar. After this happened, I received a call from my bank that the payment was canceled, which I didn’t understand since I didn’t cancel it due to the fact that I really wanted this guitar. So I contacted the Austin store again and this time the manager got really nasty with me and kept telling me that he doesn’t know what I was talking about and ended the conversation with a ‘better luck next time’ before he hung up.

If this is how some of their stores handle business then no wonder why Guitar Center has financial problems. They need to do a total management clean up and place people in those positions, along with some of the employees at some of their stores, or they will lose a lot of customers and go under. First time I’ve ever had any issues with Guitar Center, but I definitely will not be ordering anything from that store again.

Furthermore, the guitar was buzzing badly at the 8th fret and upon checking there was a severe twist in the neck. There also had clearly been an amateur attempt to adjust the truss rod, the screws holding the cover were burred over. A check on the serial number confirmed my worst fear, the guitar was 3 years old. I called them and before saying anything I asked them to confirm that this was a new guitar, to which they answered, unflinchingly yes. Then when I unloaded the above on them, there was no apology or explanation, just a send it back we will refund, which I got, no problem.

A few months later (as I guess I am a glutton for punishment) I needed a certain guitar amplifier for a project in my studio.... A Fender Supersonic 22 head that sells for $900. Guitar center were apparently the only one who reported they had one in stock, and I thought, well, I am not ordering a guitar, so that is less risk. I paid full price for the new amp. It arrived in a Fender shipping box, which was good, but inside was, yes, a used amp. Again no paperwork or manual. There was supposed to be a speaker cable of a certain type, but instead there was a very cheap no-name imitation. The amp itself had dust on it, and the rubber feet were very dirty. The polystyrene packing was not correct for this amp, as it didn't quite fit correctly. It was used.... I was livid and returned it got a refund.

What I think is going on is that they use their online sales portal to sell off merchandise from their stores around the country. Equipment that had been used in the stores, or bought or returned.... They were just clearing house as the country went into Covid lockdown. Both the above items were sent to me from weird places and not the Guitar Center HQ you would expect.

Anyway, I am so disgusted that this company see no problem in offloading substandard equipment onto unsuspecting, hardworking individuals who are struggling with their own problems with music venues being closed etc. To think that company, who's very existence is entirely owed to these same individuals, and shows no remorse or apology... it just makes my blood boil. I will never do business, even a guitar string, with this corporation ever again. Finally, I have to mention, that they take down negative reviews, 3 times I have posted this story.... I am never insulting, or use profanity, try to be respectful to the humans involved.... but clearly, they are manipulating their reviews.

We eventually found the same guitar elsewhere for the same price and guitar center didn't even offer an option to help, just an I don't know and sorry would you like to buy some lessons to go with the guitar you may or may not be receiving??? This was supposed to be a Christmas gift and knowing it was back ordered I expected it to be a little late for Christmas BUT it has been 5 months since the order with absolutely no texts, updates, are you still interested or anything!! GUITAR CENTER REALLY DOESN'T SEEM TO CARE ABOUT YOU, YOUR BUSINESS, OR THEMSELVES BASED ON THEIR OWN ACTIONS!! So if you need a guitar and in a relatively timely manner, friendly advice.... Please GO ELSEWHERE!! YOU WILL NOT GET IT FROM GUITAR CENTER!!!!

After reading many similar reviews on this site, I decided to cancel the order before they charged my card and I ended up waiting a month for shipping. At first they told me the system wouldn't let them cancel the order, then they checked the store that the guitar was supposedly at (but I was previously told it was at the warehouse?!?) and cancelled it. I feel like I dodged a bullet. Ordered the guitar from sounds.com, it's already marked as skipped the same day-on a Saturday.

I drove to Guitar Center (which is not a short drive BTW, about 30 miles) and once I got there I knew this was not going to be a smooth ride. The dude at the front desk was not very friendly, and looked like he was the kind of person who spends more time each day playing World of Warcraft on his phone, than actually helping out customers (very typical of Guitar Center). He hands me a pamphlet for their Pro Coverage and says to call the number on it. A little frustrated, I walk back to my car and call the number. Apparently the closest Pro Coverage repair facility was in Buffalo (I live just outside of Nashville) so I was going to have to ship my keyboard to New York. It doesn't bother me that I had to ship the keyboard up to Buffalo to get it fixed, what bothers me is how Guitar Center had absolutely no interest in taking care of the situation or helping me out.

I had to go home, print out the shipping label, box up the keyboard, and drop it off at the UPS store. Once I did that, I figured the busy work was done with. The company that Guitar Center is partnered with that takes care of their Pro Coverage repairs is Asurion (still trying to figure out which company is more worthless). Anyway, after my product shipped, I received a confirmation email from Asurion, along with a link that lets me track the progress of the repair. Once I clicked on it, it said that most repair are able to be performed within 5 to 7 days and that they will let me know once they are shipping the product back to me. UPS did a great job BTW, it arrived at the facility within 48 hours, and then I received another email from Asurion letting me know that they had received my product. A week goes by, and I've heard nothing.

Finally on the 12th day of it sitting at the facility, I receive an update from Asurion, telling me that the repairs require additional parts, so unfortunately the process is going to take a little longer than expected, but that I should rest assured that the parts have been order and are on their way. Ughh. I wait, and wait, and wait, and wait. Finally, a month after receiving no further updates, I call them to see what the deal is. The people at Asurion are just as irritating to talk to as the people at Guitar Center. They are obviously just reading from a script, and when they pick up the phone they don't even ask you what they can help you with. Instead, they say in a very artificial tone, "Are you calling to file a new claim, or check on the status of an existing claim?" I told the guy that I'm checking on an existing one, and just wanted to know why it was taking so long, given the fact that I sent this product off 5 weeks ago.

He ended up not even being able to reach the people at the repair facility, but just said that he left them a message telling them to call me in the next 3 to 5 business days. Ugh. Another whole week goes by and I haven't heard a damn thing. This time I decide to call management at Guitar Center. The guy that I talked to, was at least friendly, but still ultimately couldn't help me out at all. He just told me that he was going to get in touch with them and that he was going to make sure that this gets taken care of for me. At least I finally had someone that sounded like they cared even a little. One more week goes by, and I finally receive an update from Asurion. The update says that my product is unrepairable because the parts that are needed no longer exist. What??!!

They told me 6 weeks ago that the parts have been ordered and are on their way. I guess that was a lie, because now they say that the parts don't exist. Finally after all of this waiting around for nearly 2 months, they just give me a gift card with the amount of money that I originally purchased the keyboard for. Although I guess you could say the extended warranty came in handy, it's definitely not worth spending an extra $200 on something that you will have to jump through 50,000 hoops for, while dealing with the worst customer service in the world, just for them to tell you that they can't fix your product. Just make sure you take care of the things you buy and you won't have to worry about it. At the end of the day, I was one of the people who had to learn about the horrors of Guitar Center the hard way. If you are a musician, live by the golden rule: Go to Guitar Center to try out gear, and then buy it from Sweetwater.

Until I get a CANCELLATION of my entire order?!?!? No explanation. Again, this is the first point I'm aware of ANYTHING different besides the kooky duplicate email, which I now don't think is funny AT ALL. So I call THEM...since that's what NORMAL people do when there's a problem... I get no real answers, just some weird request to send my BANK STATEMENT??? Well, that wasn't necessary the first time for a larger transaction...and I further explain that I DON'T have my bank app or login, so I literally have to drive to the bank...

At first, I was going to. But then, I got angrier as I drove. There's a LOT of info on my bank statement...and they don't deserve to have access to personal information! Seriously??? So now I'm nuclear mad, but driving...decide to go to a local music store. Now, I thought, well, if they cancelled the transaction, they obviously did the responsible thing and cancelled it with my bank, right? WRONG. No, no. They aren't sending anything, but they want the money... REALLY?????

So I call back, even MORE irate. They claim they'll get this handled, and like a sucker, I believe them. So, I tap into my birthday money and purchase the amp, a cord and a strap. Leaves me with a whole dollar, but...they are releasing the money they aren't entitled to...and my bank assured me they process those within a single day.

Well. I check this morning. Still $1. I call back. Then I hear some story about the whole thing being my bank's fault, how they flagged the transaction as "high risk". I call my bank...and they confirm that any high risk activity gets a card shut down so I'd have to call to verify a transaction. I wouldn't have been able to use my card. So...another LIE and DEFLECTION. I call back AGAIN...notice that nobody on their end has contacted me AT ALL to make this right?? Yet, I've been level-headed, never once cussed at anyone, even not blamed the person I speak with. Pretty sure I've been as reasonable as I can...

Anyway, I catch the new customer service agent up to speed, tell dude I'm tired of being lied to and shouldn't be in this position for having been a loyal customer that simply wanted to make a second purchase. To now have gone through all of this, and have it ALL be from their mistakes, fumbling, screw ups, lack of communication and terrible handling of customers, I'm surprised they have a company at all. These are hard times, especially for non-essential, product based companies. I'd think they'd be cultivating consumer relations, not kicking them in the face...

Oh. And I was promised a phone call to update me on any progress on getting someone from their company to communicate with my bank. That's not a lot to ask, honestly...and it would save MY money from leaving MY account wrongfully and having to initiate a CHARGEBACK. And with all the email proof I have to back all this up, that's the next step if that transaction goes through by the way...

...But guess what else I STILL haven't gotten 2 hours after promised it would come?? That phone call...I know, super shocking. I think I would have been more shock if they HAD called at this point. Sadly, I wouldn't recommend them anymore. I was raving about them after getting my guitar because they ship fast, everything is even better looking than the site pictures...but if you get treated like THIS??? Nope. Find a great company that values your patronage. And I hope and PRAY they see this...

Two weeks later I find out it's on back-order (No notification or anything). I was told it would come on 9/23. I called on 9/23 and spoke with the mgr (Robbie) who said he'd speak with his warehouse guys & get back to me by the following morning, nope! I called late the next day and spoke with him again. He literally could not answer a single question without saying, "I don't know, or Maybe." So they had my money, but couldn't even offer me a guess as to when I would receive my guitar other than "Maybe in a month or two."

I called Customer Service and explained the situation, they got right on it & shipped the guitar to the store overnight (Awesome, right?). I go to pick up the guitar from the store and was treated like, "Here, take it and get out!" I asked if they could look it over for me & "Set it up." The tech was busy, so another employee pretty much just tuned it (Like 2 steps down btw). Then he stuffed it in my case and walked away without a word...No help at all.

I couldn't figure out why he was acting so strangely when he locked my case before I even had the chance to touch my new guitar. Sure enough, as soon as I got home and inspected it, the scarf joint on the neck is coming undone. The store told me it would take another 1-2 months. I called Ibanez directly and they are setting one aside for me to come pick up at the factory (Close by). As a former professional musician and current studio owner who has spent tens of thousands of dollars at GC throughout the years, this store has lost my business to Sweetwater or literally anywhere else. Just sad.

Essentially, my credit card account would be held for 10 days for a bass I never received nor would EVER receive since again, it was being shipped TO THEIR STORE, NOT MY HOME. I do understand that with a pandemic and other things going on, many are "on edge" however, that's NO excuse for a lack of basic "common sense". Sadly, their "buy two, return one" policy is one that I simply can't afford. I won't be shopping there again.

So they brought out a proper case but with the documentation/serial number and COA for another guitar. At that point I was happy just to get out of there. Then I got home and looked at the receipt. The sales guy added back the discount. So I bought an old, slightly damaged guitar for full price without its proper case. I will return it today and purchase one from Sweetwater. Stay away from Guitar Center. Bottom line: I can deal with having no COA and serial number/checklist and other paperwork. But I will not accept deceitful, disrespectful salespeople.

The next rep said it would take 7-10 days to process. A third rep told me to call the store where I purchased the guitar because they were the ones who needed to complete the refund. I called that store and was told the refund would be handled by corporate, not the store. The last rep basically told me I'll be refunded when I get refunded. To top it all off, when I finally got my refund, GC shorted me $22 for what I expect was a "restocking fee". I will never buy so much as a guitar pick from Guitar Center again.

Waited until 22nd August then I started another online chat with a customer service who said I was given a wrong information, and it would take 7 to 10 business days until they can figure out what really happened. She then finally offered to send me a new replacement the next day, and they would take care of the lost item meanwhile. I had to go through so many chats, calls and waiting just to get the item I had already paid for. The package that was lost should not affect me as a customer. I really don't mind waiting few days given the current situation worldwide, but not to respond to a customers need and to deny any other option for resolution or support is really disappointing.

GC had to mail the damaged amp to have it looked at but couldn't do so until we received a shipping label from Asurion. We were told it would take 24 hours to receive the label through email and then we had to bring the label to them so they could mail it. They can't issue cash refunds for this, only store credit.. This was March 13th. We received nothing from them. I called and got the run around to keep checking my email.. Then the country shut down and every place was closed so we we knew we had to wait because the pandemic was a little more important than an amp at this point.

So in mid April I called GC just to see if anyone was in the store and maybe they could at least check on the status of this missing shipping label. An employee at our local store looked into the matter and called me back with the information he had received. I was told Pro Coverage emailed the label on March 13th to my son's email address. I called Custer service to cut out the middle person and I asked if they could email it again but to my email address instead of my 15 year old son. They said yes. I waited a week for that label to show up in my email. It never came. So I called Pro Coverage and they said they mailed it to me because they aren't allowed to email shipping labels... Ok great. I waited another week...still no label. Called again and was told they sent it U.S Mail to my street address but a different town.. I had them correct it and waited another 8 days for this shipping label.

It finally showed (mid May). Same day it came, I brought it directly to our local GC and they mailed it right away. Once Pro Coverage received the damaged amp they would issue a store credit. So I waited again.. I called on June 3rd and they told me that the refund was issued on June 1st and I would be seeing the email with the refund within 24 hours after issued.. Again it was June 3rd when they told me this. I explained that if they were correct then I should have already received this refund email. So I asked what email address they set it to.... They sent it to the wrong email.... Told me I had to wait 5-10 business days so they could cancel the last refund sent to the wrong address....

On June 10th I called to check on the status of reimbursement. I was told they U.S mailed me a bank check to the same street address again but in a different town in and I should receive it by Saturday June 12th.... I told them that it was sent to the wrong address yet again! I spoke with the supervisor and he told me that it would be another 5 to 10 business days before I see a refund because now they had to cancel the check they mailed to the wrong address and once that check was cancelled they would send another one out to me. After letting them know that I was more than angry with them they said they could shorten it to 5 business days.

I called again today, June 19th to check the status and was told the check was issued on the 15th and mailed priority mail. I asked for a tracking number and was told to have a great day and hung up on. A few hours later I received an email telling me that there was an issue with the check they issued and to be patient with them. I've been patient long enough. Their Pro Coverage is a joke and honestly useless. This has been a complete nightmare. I don't understand why they couldn't issue store credit or an e-gift card? Since that's what they said they'd do in the beginning. I posted this review under Asurion as well because I'm not sure who is who at this point.