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I ordered a Jackson guitar on the 6th of April, 2022. The guitar didn't ship out until the 11th for whatever reason even though it was in stock and it said it was being delivered the next day. The next day rolls around and it says it's "out for delivery" and I wait all day (I work from home) and no one showed up. I figured it would be delivered the next day. It didn't and each day it continued to say "out for delivery" and that someone "attempted to deliver" it at 10:41 PM each night. I called UPS and they told me that was weird since they don't even drive that late, let alone it being the same time every night. So eventually a few days passed of this mess and I go into the actual UPS center it's supposed to be at since I can't get anywhere with the guitar center people or UPS on the phone. They straight up tell me they do not have the guitar and they cannot find it in the warehouse or on any of the trucks.
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 purchased several home recording studio equipment, along with the extended service warranties, during 2021. Well, a dynamic mic quit working properly after a few months. Giving mysterious latency and scratching during playback. Which wasn't the interface, nor the XLR cords. As we'd unplugged that mic, and then retested with a condenser, without hitch. Called GC to do a return/exchange with the dynamic, and they told me to 'come on in'. Well... the return didn't happen. They sent me back to Audio, instead of just refunding my money. And the Audio guy Jamie was rude as hell. Giving excuse after excuse that it 'wasn't his or their problem' and to contact the manufacturer. And then walked away. Lesson learned: DO NOT DO BUSINESS WITH THEM.
I’ve generally had good luck with the Natick Massachusetts Guitar Center. But not this time. In early January, I stopped in to buy a Fender American Professional II Jazzmaster. They did not have one in stock but they looked online and their Louisville KY store had one and they would ship it to my house at no additional cost. So far, so good. The guitar arrived and right out of the box there were some obvious set-up issues. The low E string intonation was off. There was pretty significant buzzing in the B and high E strings near the nut. The tremolo bar could not be inserted. These are the kind of things you would think the Louisville store would have checked before shipping the thing out. Apparently not.
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.
I have ordered from Guitar Center multiple times and had no bad experiences whatsoever till I had to deal with a certain Guitar Center in Austin, Texas. So this is my review of that one particular store and the manager and employees there, not Guitar Center as a whole. They had a used Dave Mustaine Dean Angel Of Deth Vmnt listed for sale for $999. I called the actual store to inquire about the guitar because I kept trying to place order and it kept having an issue online. They said that they had the guitar available for purchase. I had to call the next day to place the order since they pulled the guitar off the shelf and placed it into the managers office tagged, at least that’s what they told me. They took my info for payment and shipping and said it was all good to go.
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.
Guitar Center refused to accept my State Tax Exempt status - unbelievable! Guess I'll be buying from the other guitar outlets that do. I don't understand how this company can reject one's tax exempt status when other music outlets like Sweetwater, Reverb and many other larger companies don't have a problem!!
Bought a $32 book for Christmas gift, they would not exchange it after my kid saw it was the wrong one, just go to Sam Ash. Everybody way better customer service, I called their customer service line, it's in the Philippines, no help at all. I will repeat just go to sam ash.
On October 5th I visited The Guitar Center Danvers store to Trade in my Zildjian Custom A 17" crash cymbal for a Zildjian Custom A 16" fast crash. The 17" was in excellent condition, no key hole, and was never out of my house. The person who waited on me was not very knowledgeable. He kept complaining about the "system" not being accessible to get my trade in $ value. Finally after about 5 minutes he said " I'll have to go talk to my manager about this". He returned to me saying his manager could get onto the system either but would offer me $85.00 trade in. I definitely got screwed money wise. They also charged me $158.80 for the used 16" fast crash! Lesson: I will never do business there again, nor will I recommend Guitar Center to anyone. I should have gone to a Drum Shop.
The store swapped a price tag on a bass. Tried to charge me over 900 for a price tag that said 600.; The staff was belligerently rude. The associate called me a and I quote "Crazy **". They wouldn't give us the difference back until we told them the only option (other than giving us the difference) was a full refund. This was Guitar Center's mistake not mine and I was treated like a criminal for demanding respect. I come from a whole family of musicians and we have a HUGE network of people that will take their chances on reverb from now until guitar center goes out of business just like all the mom and pops they have ** over. Guitar center of new Orleans is comprised of people that treat others like they are human garbage. Zero stars is not enough. You deserve a negative rating. If you see this review do yourself a favor GO SOMEWHERE ELSE!!!!
The mask mandate has been lifted in Evansville In by our governor and mayor. We go to restaurants, Walmart, other music stores but Guitar Center threw a fit about not having a mask. No exceptions. Really? But then what would I expect from a store that when I called to have a Gretsch 12 string repaired under warranty they also told me that unless I bought it there they will not work on it. I think there is a lot of ignorance going on. Besides mask work, right? So if they have their mask on then they are safe, right? I actually have a health problem wearing a mask most of the time. I have heart issues. So I am not allowed to go in there and buy a chord book for a 5 string bass? Cool, I can find them elsewhere I suppose.
I am a professional musician and run a studio in the Seattle area. I have used Guitar Center for years and have had mostly good luck, with the occasional hiccup. But two experiences in 2020 have caused me to black-list them. I will never do business with them again. First, in June 2020 I ordered a Martin 000-18 acoustic guitar, selling as brand new, and in stock for $2500, which is the going rate for that guitar. When it arrived , it was not in the original Martin shipping box (which was a clue of things to come). There was no paperwork (warranty, info etc) in the case. The case was banged up a bit, the metal runners were scratched (like the case was dragged on concrete), and the guitar itself had a whole host of issues. Mainly it was clearly used, covered in grime, the strings were dull and had belt-buckle rash on the back. There was not even an attempt to clean any of this up.
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.
DO NOT BUY FROM HERE!! DO NOT BUY FROM HERE!!! Here's why.... I ordered an ovation guitar in November 2020 (back ordered) expecting it by Dec 31 2020. I had to call each and every month mind you, to find out anything about the order: we had not one single email, text, or update in anyway from Guitar Center! We'd call just to find out it was being pushed back later and later every time! Okay.... Then boom! Your order is cancelled out of nowhere! So again we call them because (we didn't cancel) to find out what was going on.... They had no clue as to what happened and would not even call to find out what was up! We ended up having to reorder the same guitar to "hopefully " receive this guitar by April this time because guitar center literally does not know what is going on with their supplier!! Or take the time to find out what is going on with their supplier!!
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!!!!
I was in the market for a new guitar, and saw on the website that they had what I wanted "in stock," AFTER SELECTING MY LOCAL STORE. So I drove there expecting to come home with it, only to be told that the website reflects warehouse inventory. So I ordered the guitar, and was told it would take 3 to 5 days to get here. On day 3 the order status was marked as backordered, even though the website still claimed it was in stock. Finally on day 5 it changed to processing. I called the store to try and get a skip date and was promised an email that evening. Email never came, and credit card was never changed.
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.
You cannot trust Guitar Center’s online inventory status. I ordered a guitar three months ago. Still haven’t received it. What’s upsetting is that on any given day these past three months, I’ve seen the inventory status for this guitar on their website read, “In Stock and ready to ship.” REALLY? Where’s mine then? I’ve even added another one to my “cart” expecting a back-order warning before paying, but nothing. They’re baiting people into buying online with false claims of being in stock. And then they’ve got you waiting for months. Ridiculous. No wonder they’re bankrupt (financially and morally). I don’t mind waiting several weeks for a common, low-end $250 guitar, but had I known it was going to take MONTHS, I would have ordered from Sweetwater. Guitar Center’s business practices are highly deceptive. This will be my last purchase.
I bought a used guitar from them online at a great deal (a variax 500 for $300), and they emailed me a receipt saying it would arrive in 3-5 business days. I got the module needed for the guitar with the money I saved (a line 6 podxt for $200) from Reverb. The guitar never arrived so I checked my order status and it had been updated to “backordered.” I called Guitar Center customer service and they said the guitar no longer exists and they don’t know what happened to it, but they refunded my card. I can no longer return the module so I need a guitar I can use it with. Now I have to pay a lot more for a worse guitar (a variax 300 for $400) because the deal on the one that they actually didn’t have (again, even though it was posted online, they sent me a receipt saying it would arrive in 3-5 days, and hadn’t notified me of anything else by the time I checked on the order 2 weeks later) was once in a lifetime.
Ordered a Piano on 18th Dec and with an offer of 15% off valid until 24th Dec. Provided credit card info and they a hold of the amount and I could see that in my transaction. Though it was back ordered, I was ok to wait for 2 weeks (1st week of Jan). Got mail on 27th Dec that need to update the payment method as it did not go through. I was surprised to see that, because the card had enough limit remaining and also they had a hold earlier. When I called them to give another card, they started the whole thing as if its a new order and removed the coupon. When I asked why not keeping the old order, they said coupon is its not available anymore and also no coupon applicable on a backorder. I was so pissed off because with the regular price I could have ordered from Amazon or elsewhere. If they don't accept coupon which is their's anyways, then why they took the order on first place. Such an unprofessional company. No wonder it's getting bankrupt.
My boyfriend and I had just walked in having just spent a lovely hour shopping in a different store (where no employees were masked or policing their customers). We then arrive at GC, in the middle of a great conversation, looking to buy an amp. My boyfriend was immediately accosted for not wearing his face shield correctly, and when he didn't immediately comply to their wishes, he was asked to leave, in a rude and forceful manner. I was shocked. I hope that this business trains their employees better, and that their customer service does not include humiliating grown men in front of other customers. What a shame! I expect better from a place I have spent thousands of dollars at. I will no longer shop here. What a costly mistake your employees have made.
Spoke to service (chat) after waiting 4 weeks for something I ordered to not show up. Their service stinks to put it nicely. It was a long wait, unproductive and I was told to call the store and figure it out. What company does that to an upset guest. Maybe the bankruptcy isn't due to Covid, look within at the way you handle major screw ups. Apparently now I am customer support and have to chase my own problem.
Bought a Taylor 214ce DLX acoustic guitar from Guitar Center, they shipped it to me, the bottom e string is buzzing, so they tell me they're going to charge to look at it and charge me to fix it! REALLY!!!! VERY DISAPPOINTED IN GUITAR CENTER, I'LL NEVER BUY ANYTHING, ANYTHING FROM YOUR COMPANY AGAIN, I'm sure you all know they're not cheap, this is WRONG what they're doing....
A few years ago I purchased a Yamaha CP4 Stage Keyboard from Guitar Center. Everything was great until a few months ago when some water got spilled on it and it started having a lot of internal malfunctions. To my relief, I remember that I had purchased Guitar Center's garbage Pro Coverage extended warranty when I bought the keyboard. And so the nightmare began. I called up my local Guitar Center and the sales associate told me to bring the keyboard in to the shop, and they would take care of it.
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.
I made 2 separate purchases from Guitar Center. The first went so well, I decided to purchase the additional equipment that ended up being necessary a few days after receiving my first purchase. Biggest consumer mistake EVER. Apparently, Guitar Center doesn't like repeat business. I've been through SO much of a nightmare in the last 24 hours...WOW... I had put the same 1 day expedited shipping on the second order as I had the first one since it was definitely worth it and that was the only option that would fit my church's timeframe at this point. So I watched my email the following morning, expecting to see the same, "hey, we shipped your order" email as I got the first time. Instead, I got a duplicate email that said I had received my guitar. Well...DUH. I ignored it. No other correspondence. No phone calls. Nothing.
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...
Worst customer service ever! I've worked for GC in the past, I've shopped at well over 20 different locations, never seen such inept mgmt. I called the store on 9/10 and was told both guitar models I was interested in were in stock. Came in the next day only to be told that they "both" must've sold out (In 24 hours). I had them order one of them for me and was told it would take 3-5 days.
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.
With the help of online support, I purchased a bass guitar as a birthday gift with the intention on picking it up that day via curbside pickup. I was never contacted alerting me the bass was ready for pickup. On the following day, I received an email stating the bass was "shipped" and would be at the store in 5 days. I contacted the store and asked if the bass was available there, to which they replied, "yes". I asked if I could pick it up and they could replenish their stock with the one that was to arrive a week later (arriving AT THEIR STORE, not my home). I was told "no" and in fact, would have to purchase yet another bass AND once the shipped bass arrived, apply for a refund, and wait 3 to 5 days for the refund to process.
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.
I purchased a Gibson Les Paul Standard ‘60s in-store on 9-19-20. The guitar was made in August 2019 and had obvious signs of wear. Not a huge deal as they said they would take 10% off the price. Then they talked themselves into giving only 5% off because there was “no structural damage”. The salesperson told me the out the door price with tax, and I agreed to that and purchased it. They then realized it didn’t have a case. These guitars ship with a deluxe case with many extras, including hardware and documentation. They gave me a generic, flimsy case and said this is what Gibson is using now. I said no they aren’t. Where’s the extra truss rod cover? The strap? The COA? The all purpose tool? They realized I wasn’t as dumb as they hoped I’d be.
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.
I ordered a used guitar online from Guitar Center. I was a long time customer at both the local shops and online. The guitar arrived damaged because it was not packed well... a thin box and some bubble wrap. I obtained a return authorization and sent it back the very next day. The guitar went back to the main warehouse which took 3 days. It took 3 weeks and 4 phone calls to "customer service" to get a refund. First call to customer service and I was told it would take 3-5 days to process the return.
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.
On Aug 12, 2020 I ordered 2 items form Guitar Center online. The package arrived at my local UPS on the 15th but I never got it. Few days after I had an online chat with a representative and she told me that the package was lost. She was not able to send me a new one or to cancel and refund my order. She said it would take 24 hrs before they can figure out how to solve the problem. I was expecting an email or phone call but didn't receive neither. This time I called the customer service on the phone. A man picked up and told me the same thing again - another 24 hrs. And they cannot refund or send me a new one.
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.
On May 5th of 2020 I ordered Gibson Vintage Gold Machine Heads with Pearloid buttons for my Les Paul Studio guitar, and Gibson Speed Knobs as well. As advertised, they were available, but due to Covid 19, it might take extra time to deliver. It has now been two months and nothing. After reading reviews from others, I find online ordering through Guitar Center can be an exercise in futility. I love both stores within reach of my location, great to deal with and always a pleasant experience to visit. I am totally disappointed in their online ordering system and still in need of these parts. If this is what I can expect in the future, I will not be ordering online from Guitar Center.
First I'd like to say that the staff at this location have been amazing and very helpful. This review is not about them but about the company's Pro Coverage plan. On February (26th) my son purchased a used Galen Krueger head amp and cabinet speaker from Guitar Center in Williston, VT. He worked his butt off for this amp and spent well over $400 for the cost of everything plus the cost for the Pro Coverage Protection Plan. 10 days later the amp caught on fire and we returned it to GC for a refund. In order to receive a refund we needed to file a claim through the Pro Coverage protection plan. The claims are handled by Asurion.
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.
I tried to order a used guitar but was having trouble with their online system. Decided to call in instead. Sales assured me that the guitar was available. Call dropped. Started an online chat. Was informed the guitar was recently sold and the system had not yet been updated. Following week the guitar was still online. Called again. Call dropped. Started an online chat and was informed the guitar was recently sold and system had not yet been updated. It's Groundhog Day every day over there.
The Daily Pick is used to allow the satellite stores to get rid of "used" inventory when "NEW" items are ADVERTISED AND purchased as IN STOCK and READY TO DELIVER. I ordered an acoustic amp for $299.00 on sale through online 2 weeks back .... they say it's back ordered. I called today because the SAME amp is for sale today for $499.00 as "in stock and ready to deliver". I bought it on the Telephone this time to make sure it was ready to deliver. YES was my answer. I informed her of my previous purchase and asked her to explain. Turned out her story changed and maybe I couldn't get either purchase. I gave her my phone number and Asked to speak with her supervisor. Still waiting for satisfaction.
I will never order from Guitar Center AGAIN!!! I ordered two very expensive cables and only received one. I have been back and forth for over a month with customer service and no cable or refund. I've had it with this place. I've purchased instore and online in the past but never again. I'll take my business somewhere else that'll treat me as a Honest Customer.
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