Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/05/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a brand new made in ***** Ibanez around April of 2021. Some things happen to the wood while it settles in the dry air. One of the things that happens to a guitar in desert air is called "fret sprouting". My brand new guitar began to have some fret sprouting issues as well as needing the frets polished up. Fret polishing is routine maintenance. Fret sprouting requires some file work with special tools and is best to have fixed by a professional. I hired this company (Guitar Gallery) in December of 2021 to make the fretwork on my Ibanez Prestige RGR652ahbf 'perfect' and free of any fret sprouting. I paid the normal fee plus an additional fee to have it done with priority. I believe the priority was 48-72hrs to completion. At the time this was my only electric guitar, I needed the guitar in my possession to complete my professional band obligations. I received the guitar back with damaged fretboard binding. I took it home, fulfilled my obligations with the band that weekend, then i brought it back to the store. The luthier who worked on my guitar admitted to the damage saying "sometimes the buffer wheel does that". His name is *************************. ***** offers to "take the guitar home and make it right". I received the guitar back from ***** with replaced fretboard binding that no longer feels anything like the quality of work i paid to get on that guitar. I tried to live with the issue for the better part of a year until i finally had enough and brought the guitar back to them. They accepted they caused the damage to my guitar, and then did the poor binding "fix" back in 2021 and offered to "make it right". They have had the guitar since April of 2023 and they still have it. They are not responding to my emails, and they have lied to my about where the guitar was and has been when i showed up to see the work myself. The "fix" they are offering cannot bring my guitar back to the quality of guitar it was when i purchased it, and i have asked for replacement.

• Initial Complaint

  Date:01/09/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My electric guitar reverend ******* hb was placed on consignment sale with the business in April 2021 ($600 after their commission). The business didnt notify me of the sale - I found out about this by contacting them via email in July 2022. The employee, ****, advised it had been sold a couple of months prior and then asked if I could come to their office or they would mail a check. As I was (and still am) overseas, I asked for the check to be mailed to my father in WY. As I didnt hear back, I followed up 4 times via email in the course of 1 month until the owner, ****, advised he would put the check in the mail. As my father has not received the check to date nor have I heard back from **** or anyone else, I followed up 6 times by email since August 2022 and spoke with employee ***** 3 times on the phone to no avail. In my last voice message on their business phone last week I explained that I was going to give them one more week to resolve the issue before leaving negative reviews on their media profiles and filing a formal consumer complaint. As no response from them followed, I am pursuing my course of action.