Complaints
This profile includes complaints for Guitar Center, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 254 total complaints in the last 3 years.
- 74 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:06/24/2025
Type:Status:ResolvedMore 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 ordered an item online for pickup in store. I didn't end up needing the item, and never picked it up, with the intention of canceling the order. About a month after the order was placed, I contacted Guitar Center support through the chat on their website asking to cancel the order. The customer service rep said the money should have already been automatically refunded since the item hadn't been picked up within 14 days of the order being placed. I told them I never got a refund. They told me I needed to call the store where the item was to be picked up. I called the store and was told that they had lost track of the item and couldn't find it, and that they weren't able to give me a refund until they found the item. They said they would look for the item and have a manager call me back. I never got a call back. I tried calling a second time and got the same response, with no call back. I would like a refund for the item. The item was never picked up, and I shouldn't be held responsible for paying for an item I never received because the store lost the item.
Business Response
Date: 06/25/2025
Thank you for contacting us. We are very sorry to hear about your experience with
the store, we sent the feedback to the management team over the store, and they
will be reaching out to you within 48 to 72 business hours to assist further.
Thank you for your patience on the matter, if you need anything else please do
not hesitate to ask.
Thank you.Customer Answer
Date: 06/29/2025
I have reviewed the response made by the business in reference to complaint ID 23508301, and find that this resolution is satisfactory to me. I received the refund.
Regards,
M****** *******Initial Complaint
Date:06/16/2025
Type:Status:ResolvedMore 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.
ON June 14th at approx, 3:10pm, I went into the store and wanted to purchase two Ortofon Club Phono Cartridges, which they had on display in a glass cabinet, priced at 46.99. I went to the counter and asked the rep for assistance, he walked with me to the cabinet to retrieve the items and I asked him the price and he stated it was 46.99. I told him that was fine, he brought it to the counter, and rang it up and stated the charge was $199/per unit. He immediately realized that was wrong and said that's not right and went back to check. He then brought back two different Ortofon Cartridges, named Ortofon Scratch. He stated these are the ones, he rang those up and that also came up over approx $169. Realizing that was wrong also he went back to get the tag, and rang that and it came up with a product that they did not even have on display in the cabinet. The Mgr C**** refused to uphold the price they advertised it in the display, instead offering me a 10% discount. I didn't accept so he said he can't do anything. Not only did they advertise it incorrectly, not for one item but they stocked two different products on the cabinet with wrong pricing. Even after the repo helping me told me it was $46.99.Business Response
Date: 06/20/2025
Thank you for contacting us. We sent your feedback to the
management team over the North Charolette location and they will be reaching out
within 48 to 72 business hours to assist further.
We are very sorry for any inconvenience. If you need
anything else, please do not hesitate to ask.
Thank you.Customer Answer
Date: 06/20/2025
I have reviewed the response made by the business in reference to complaint ID 23469669, and find that this resolution is satisfactory to me.
Regards,
D****** *******Customer Answer
Date: 06/30/2025
The business has made no attempt to contact me as they said they would and its been going on two weeks. I wish to reopen my complaint as I have been very patient and considerate with them, but they obviously do not mean to make any effort toward a reasonable resolution, and just as they misdirected me under false pretenses, here they are doing it again with both the BBB and I.Initial Complaint
Date:05/27/2025
Type:Status:AnsweredMore 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.
This occurred at the Guitar Center located at **** * ************ ***, Tampa, FL 33614. This complaint is with the management at this store. Specifically, the General Manager *****. I arrived at Guitar Center with the intention of purchasing a DJ controller, and guitar strings. I also wished to return the Spark amp, and possibly make a trade with my current DJ controller, and pedals. Once I told an employee, a team lead was fetched and he came back. They denied me because “You don’t have the box, and we would have to sell this item at a loss.” I returned to my vehicle and collected my thoughts and called Guitar Center helpline. I then had a customer service representative on the phone who assured me that as long as I possessed a receipt and the item was in good condition and I had the other items it was sold with I should not have any issues returning the item. I calmly returned, phone in hand, and requested the general manager directly, which is what I was told to do by customer service. The team lead who had given me difficulty before tried to interrupt my discussion with the GM to which I told him the same, that I needed to talk to the manager. This is when ***** came out. I informed him that I wished to return an item. I then handed him the phone with the customer service agent on the line. He said to the agent “We will handle this in-house.” and hung up on them. He told me that he couldn’t take back the amp because it was opened. Which I told him again that it was guitar center's policy. I informed him that I did have a receipt, and he audibly grunted, huffed, puffed, and sighed. He then proceeded to raise his voice at me and I told him in a calm manner repeatedly to stop yelling at me, stop raising his voice, and that I was only exercising my right as a customer. Then once I told him numerous times that I wouldn’t be yelled at, he stopped, asked for my name, extended his hand, and used excessive force when gripping my hand as he introduced himself as *****.Business Response
Date: 05/27/2025
Thank you for contacting us. We are very sorry to hear about
your experience at our Tampa location. We sent your feedback to the management
team over the store and they will be reaching out to you within 48 to 72 business
hours.
We appreciate your patience, if you need anything else
please do not hesitate to ask.
Thank you.Customer Answer
Date: 05/30/2025
I am rejecting this response because: They never reached out to me in any regard and have ignored my complaint. This makes matters worse and escalates my dissatisfaction. I still am deeply upset with this business the behaviors of its management.
Regards,
S**** ********Business Response
Date: 06/02/2025
Thank you for your patience, and we apologize that you
weren’t contacted by our store team last week. We’ve followed up on your behalf
and shared your feedback with store management.
While our standard return policy is 45 days, we do reserve
the right to limit or suspend return privileges at our discretion. You can
review the full policy here:
****************
That said, we’ve spoken with the store, and they confirmed
that your return has been authorized and a refund has already been issued.
If you have any additional questions, feel free to contact
the store directly at ###-###-####.Thank you.
Customer Answer
Date: 06/10/2025
I am rejecting this response because:
Regards,
S**** ********Initial Complaint
Date:05/12/2025
Type:Status:AnsweredMore 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.
Ordered guitar amp thru website, something clearly went wrong with shipping and it hasn't been delivered or returned in 10 days. Guitar Center states they cant refund without the amp and cant send another. They wouldn't send another one either. They stated once they figure out its lost, then it takes 7-10 days for a refund but didn't know how long it would take.Business Response
Date: 05/15/2025
We are very sorry to hear about how long your package is
taking to arrive. Due to policy. we cannot do anything further unfortunately until
the investigation is concluded, which should be around May 22nd.
Once our investigation is concluded you will be reached out to about the
investigations results.
We are sorry for the inconvenience. If you need anything
else, please do not hesitate to ask.
Thank you.Customer Answer
Date: 05/16/2025
I am rejecting this response because: the package is obviously lost. I have already said I want a refund. Why does a customer have to wait on two companies, FedEx and gc, to figure out why a customer hasn't received a package. Even after investigation customer will still not have product. Please just refund my money
Regards,
E***** ******Business Response
Date: 05/23/2025
We checked our trace and it looks like the amp is moving again and expected to
be delivered on 5/27.
We are sorry for the delay, if you need anything else feel
free to email us at [email protected].
Thank you.Customer Answer
Date: 05/25/2025
I am rejecting this response because: I want a refund, it has been 23 days, i don't care where the amplifier is. I DO NOT WANT THE PRODUCT ANY LONGER. I want a refund, please do not make me wait longer, 23 days is plenty long enough. Your gear specialist told me 7-10 days. That was 2 weeks ago.
Very unhappy customer,
E***** ******Initial Complaint
Date:04/17/2025
Type:Status:ResolvedMore 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 bought 3 Epiphone widow Les Paul guitars from this company online. Spoke to Peyton and mata. I paid 625 for 2. And 600 for the 3rd. I told them I also wanted the red model with the understanding that since I’m purchasing all 4 colors they would be same price including the red one which was the last one I wanted to buy. I explained to the agent I wanted the price I was told I’d get (625) for the red model so when I called to order the red one I was denied to purchase the guitar by a rude supervisor named *****. He refused to sell me the guitar. These people are in business to sell musical instruments and when they have a good loyal customer who just spent 1800 dollars on 3 Epiphone guitars they treated me like they could care less and treated me like crap. Terrible. I was humiliated and felt like an idiot. I’m not senile and I know what I paid for the other 3 guitars. I want to know why the price I was quoted by the previous 2 agents wasn’t honored??? Mata and Peyton. I want the guitar at the price I was told. They have no integrityBusiness Response
Date: 04/21/2025
Thank you for contacting us, we are sorry to hear about the issues purchasing
your Les Paul guitars, we appreciate you reaching out to us.
We sent your feedback to the management team over the contact center. Someone
will reach out to you within 24 to 48 business hours.
Again, we are sorry for the frustration. If you need
anything else, please do not hesitate to ask.
Thanks.Customer Answer
Date: 04/21/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23220061, and find that this resolution is satisfactory to me. Even though I have not been contacted by anyone as of this response date I accept there response because I ended up buying the guitar at a competitor who price matched for me. They lose any way. Not good business. They think they have the monopoly on the guitar business. They don’t. Bad customer service. All I can say
Regards,
**** ******Initial Complaint
Date:04/14/2025
Type:Status:AnsweredMore 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.
This is in regards to the Guitar Center at **** ** **** **** *, Charlotte, NC 28262.
My daughter scheduled guitar lessons through Guitar Center, but due to a change in her school schedule, she was no longer able to attend. She proactively emailed Guitar Center to cancel the lessons before they began. In response, she was told that cancellations must be made in person at the store.
Despite her prompt cancellation email, our credit card was charged the very next day for the lesson package. She then went to the store in person as instructed, where staff assured her they would work with her to issue a refund.
It is important to note that none of the lessons were ever attended or used. My daughter followed the cancellation process in good faith, yet we were charged for a service that was never rendered. To date, we have not received a refund or any clear resolution to our problem and have only been given the run around by Guitar Center.
We are requesting a full refund for the unused lessons that were charged after a cancellation attempt was made.Business Response
Date: 04/15/2025
Thank you for contacting us. We are sorry to hear about your experience trying
to cancel lessons, we sent your feedback to the management team over the Charlotte
location and they will be reaching out to you within 24 to 48 business hours.
We are sorry for the inconvenience, if you need anything
else, please don’t hesitate to ask.
Thank you.Customer Answer
Date: 04/21/2025
Complaint: 23202397
I am rejecting this response because:I have still not received any communication from the Charlotte guitar center. We have again reached out over the phone to try to revive our credit for services we have not received and have not heard back.
Regards,
A*** *******Business Response
Date: 04/22/2025
Thank you for contacting us, the store will be reaching out to you today. If
you miss them please feel free to call at 704-547-1613 and ask for Matt, the
store manager and they will gladly assist.
Thank you for your patience and we are sorry for any
inconvenience.
Thank you.Initial Complaint
Date:03/31/2025
Type:Status:ResolvedMore 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.
Ordered online 3-21-25 GCW********01
Art FXR Effects processor used condition which is shipped from the North Olmsted location - another item also arrived damaged but this was from a different location and that issue was resolved. This is the remaining issue.
Item arrived on 3-26-25 without its proprietary power supply 9v AC - There were no notes in the item description that it was missing the powersupply or otherwise incomplete.
I called the online store number the day it arrived and informed them it was missing the power supply - they said the store most likely forgot to pack it and would check with the store and get back to me - the customer services agent I spoke with was Sean
I did not hear back so I opened an online chat the next day 3-27-25 and spoke with Marielle who attempted to follow up with the other agent and assured me that I would be hearing back and said the options would most likely be the option to either return the item or receive a partial refund for the missing part
As of 3-29-25 I had not heard back so i opened another online chat about this order (I didnt save this chat so I dont know who I spoke with) they gave me the store phone number to call ###-###-#### - I called and the manager was out to lunch at the time - they checked for the missing power supply but could not find it - they said I need to speak to the manager about a partial refund or return - left them my info for the manager to return my call but he did not - Called a second time that same evening and again the manager was unavailable and would call me back.
As of 3-31-25 - I have not had any reply and opened another chat with C*** L. who tried to tell me that used items are as is and may be missing parts - this is completely contrary to their website policy and the actual listing of the item - C*** provided the stores address.
I am seeking a partial refund equal to the fair market value of a used power supply (aprox $20) or that the store provide a power supply.Business Response
Date: 04/04/2025
I'm sorry for the frustrating experience with the Guitar Center in N. OLMSTED. I'll gladly share your comments with the management chain in charge of the store including the Store Manager, as well as the District Manager. I assure you, we take your feedback seriously, and will do our best to work with you to show you that we're better than what you have experienced.The Store or District Manager will be contacting you within 72 business hours to go over a resolution with you.
Thank you for taking the time to share your feedback. Again, I'm sorry for the frustration you've experienced.Customer Answer
Date: 04/07/2025
Complaint: 23140061
I am rejecting this response because: Manager of the location has contacted me and left a message that a refund of $30 will be done to cover the cost of the missing power supply - the refund has not yet appeared on my account - when it does I will be satisfied and close the case (this is most likely due to processing time).The store Manager has contacted me and has stated that a refund of $30 will be done to cover the cost of the missing power supply. The refund has not yet appeared on my account but when it does I will close this case.
Regards,
T****** *****Customer Answer
Date: 04/09/2025
I have Received the refund for the missing part - I am satisfied with this resolution and this case may be closed.Initial Complaint
Date:03/17/2025
Type:Status:AnsweredMore 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 took a month of lessons here, using a gift card. Once they were completed I notified my instructor (D**), and the lesson coordinator, I would not be resuming lessons. They charged my credit card $110 (on 2/9/2025) for another month of lessons anyways. I STILL haven't been refunded.
I've called several times and physically gone in twice and have been given the run around. The coordinator (Farrah) says, "I need to speak to my manager," then the manager (Jeremiah) says, "Oh, I can't do that without speaking to the coordinator." I called the company customer service number and they said, “that’s an in-store issue.”
On top of charging my CC without my permission, they've wasted my time and gas money trying to recoup this charge. I don’t assume I’ll be compensated for that, but I at least want my $110 back.
To be fair, nobody has been outright rude to me, but I’m done wasting time waiting for them to do the right thing. That’s why I’m escalating this here.Business Response
Date: 03/17/2025
Thank you for contacting us. We are sorry to hear about the
issues with lessons, we appreciate your feedback. We sent the information over
the store and you can expect to hear from us within 24 to 48 business hours.
Again, we are sorry for any inconvenience. If you need
anything else, please do not hesitate to ask.
Thank youInitial Complaint
Date:03/11/2025
Type:Status:AnsweredMore 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 started guitar lessons in December for 130.00 per month. Was told that you must set up direct withdraw- so I did. After several lessons I had to stop . I called the Glen Burnie store and told them I need to end my lessons in February. That same day I noticed they withdrew another 130.00 for the next month even though I had not finished all of the classes for the month before. I called the office and asked for a refund. They said they would put it through. After over 3 weeks I called again to check on the status of the refund and was told that the corporate office denied my refund. When I asked why I could not get a direct answer. This is not fair- It is stealing. WIthdrawing money and not providing the service knowing I terminating the lessons is stealing- Plain and simple.Business Response
Date: 03/14/2025
Thank you for contacting us. We are sorry to hear about the difficulties
getting your lessons refunded. We sent your feedback to the management team
over the Glen Burnie location, they will contact you within 24 to 48 business
hours.
We are sorry for any inconvenience. If you need anything
else, do not hesitate to ask.
Thank you.Initial Complaint
Date:02/27/2025
Type:Status:ResolvedMore 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 have been paying for Piano lessons at the Guitar Center in Monterey Park CA since June 2024. My expectation is for my child to learn to play within a couple of months, at minimum a simple children's song. After 8 months of lessons Guitar Center held a recital. I was looking forward to my kid being a part of it. The recital was to take place in December 2024, but it was rescheduled to February 2025 due to booking issues w venue on Guitar Centers side. This gave my son and his instructor additionally time to prepare. Moving forward, the time came for the recital and the instructor informed me my son was not yet ready. I decided to stop lessons but before the lessons could be canceled, Guitar Center autocharge me the next month. They do not want to issue a refund based on their terms and conditions of No refund policies. I do not want to continue to take my child to lessons if he is not learning from this instructor. I want a refund and they will not issue. They gave me a deadline to continue the lessons or I lose out of my payment.Business Response
Date: 02/28/2025
Thank you for contacting us. We are sorry to hear that you
are dissatisfied with our lessons. We sent your feedback to the management team
over the store and they will be reaching out to you within 24 to 48 business
hours.
Again, we are very sorry you are dissatisfied. If you need
anything else, please do not hesitate to ask.
Thank you.Customer Answer
Date: 02/28/2025
Complaint: 22999619
I am rejecting this response because:I have already made several attempts to resolve this with the lessons manager as well as the store manager. They have rejected my request for a refund of the paid unused lessons. I have tried to reach corporate team through the phone number on the Guitar Center website. They directed me back to the store manager which has not been very helpful. This is why I am escalating through BBB.
Regards,
A***** *****Business Response
Date: 03/04/2025
Thank you for contacting us. We spoke to the store and they informed us that
they spoke to you in the afternoon on Saturday. 3/1 and were setting up your refund for when you arrive today. If you have further
questions about it, feel free to contact Mario at (323)
278-2052 and they will gladly assist further.
Thank you.Customer Answer
Date: 03/04/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22999619, and find that this resolution is satisfactory to me.
Regards,
A***** *****
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