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
- 252 total complaints in the last 3 years.
- 75 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:11/14/2023
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 used Roland FP-90x Keyboard. Asked Salesperson at the Detroit store to visual check the board to make sure it was as described: "excellent". He said it was. On 10.5 I unpacked the board and found the keyboard was damaged. Their online photos conveniently had the damaged areas in the shadows. There NO possibility the damage took place in transit. The store had a damaged Roland keyboard travel bag they could not sell so they had packed the used keyboard into this zippered case. If it had been damaged the broken piece would have HAD to be inside that case. They were not. So it was damaged when sold - or - they damaged it after sale and sent it out anyhow. I was told on 10.5 to send photos to [email protected]. I did so. The email was not returned as undeliverable. 10 days later nothing. I called the Detroit store. They said the manager had called Roland for parts (as I had said if the endcap that was broken could be sent to me I could do the repair and preferred that) but was waiting to hear back. I waited another week. Nothing. I called back and was told the same story (Think I spoke with "Austin". I waited 10 days or so and called Roland directly myself (I will be filing a complain for Roland separately). I spoke with someone is Corporate sales. He looked up my purchased and apologized and said they would give me a hundred something dollar discount for my trouble and reach out to some to call me about it. (Started case: 231026007150) Nothing. I called a week later. This time spoke to the repair center. They said they'd get back. Nothing. I am not letting this slide. I bought this for a resident at our Senior Home after she played a different RP-90x form a different vender. She is being patient but I'm not selling her damaged goods. Guitar Center has been dishonest in this sale and have avoided every opportunity to correct it. I will file suit against this if need be. This is a starting/initial step toward that if potentiality.
Business Response
Date: 11/17/2023
We are very sorry to hear about your experience when
purchasing a used product. We sent your feedback to the store that carried the product,
and they will be reaching out to assist you.
Again, we are very sorry for the inconvenience. If you need
anything else, please do not hesitate to ask.
Thank you.Initial Complaint
Date:11/09/2023
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 have been trying for over a month to be taken off their email list and still they come daily......Business Response
Date: 11/09/2023
We are very sorry to hear about your trouble getting
unsubscribed. We reached out to the email team, and they have unsubscribed you
from everything. Please give it about 24 hours to take affect.
If you get anymore emails, please forward it to us at [email protected] so we
can investigate it.
Again, we are very sorry for the inconvenience. If you need
anything else, please do not hesitate to ask.
Thank you.Initial Complaint
Date:11/09/2023
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.
Guitar center
Order GCW6*******31. 11/03/2023
Order GCW59*******6 10/29/2023
The website says most orders before 3pm eastern time will be filled the same day and well that is not true still waiting for the order from 11/03 to process I bought a $1700 guitar a Gibson les Paul that came to me scratched and hacked and covered in dust which should have been the open box price
Ive sent two emails that they claim they will answer within 24hrs and that is also a lie they don’t answer them at all. Not a single person that works for guitar center has been able to help and none of them will allow you to escalate your issue I’ve been going there for 35 years and I am beyond done with them
Les Paul order GCSF********74 this place is a complete lie and a giant rip off. I do not trust this company anymore and will take my business elsewhereCustomer Answer
Date: 11/09/2023
I called guitar center back and a customer service rep said my order was in the store and has been in the store however the store was not able to find my order 11/09Business Response
Date: 11/09/2023
We are very sorry to hear about your experience
and are sorry you feel that way. We will follow up with our shipping teams and investigate
why the order took so long to ship as this is not something we want anyone to experience.
A refund of $268.75 was given for the condition
of the item, but if you are still not satisfied we can set up a return and send
you a shipping label if you would like. Or, alternatively, you can return it to
your local Guitar Center store.
And, your personal Gear Advisor is there and
ready to help if you need any assistance.
Again, we are very sorry for the inconvenience.
If you need anything else, please do not hesitate to ask.
Thank you.Initial Complaint
Date:11/08/2023
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.
Transaction
11/07/2023 @ 5:33pm
***** ******* **** Blvd.
Hagerstown, MD 21740
###-###-####
Purchased Total: $48.73
Item: (2) Super sensitive 2107 4/4 Red Label Ser Violin STR
(1) Everest EZ4A Violin Shoulder Rest 4/4 &3/4.
To whom it may concern:
I purchased these 3 items from the store and one of the package of strings did not have strings on them.
So I drove back to the store 25 miles one way from home and told the manager named G****** what the issue was and did not resolve the situation. I came back home with one package empty of strings.
The point of my complaint is although it only worth $15.99 plus tax. An acting manager cannot even satisfy me as a customer. He could not replaced the package of empty string and wanted to sell me another package. He told me, he doesn’t know where and when the handling of the package the string was lost and that he is sorry and now it’s my loss.
Thank youBusiness Response
Date: 11/08/2023
Hi M******,
We are very sorry to hear about your experience at our
Hagerstown location. We appreciate your feedback. We sent your feedback to the
stores management team, and they have stated that they have replaced your
strings for you on 11/8.
We are glad they were able to assist you in a timely matter.
If you need anything else, please do not hesitate to ask.
Thank you.Customer Answer
Date: 11/08/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 20840410, and find that this resolution is satisfactory to me.
Regards,
M****** ******Initial Complaint
Date:11/01/2023
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.
On 10/18/2023, I ordered a guitar from Guitar Center using their online search engine. (Order number GCW5879825446.) I understand that this was a used guitar. In the ad, it
was stated that a gig bag or case was included and it was not
specified (nor was there a photo of) what bag or case it was, so I assumed that it was the Taylor
Aerocase that was included with the sale of every single new GT that
Taylor sold. The ad did NOT indicate that it was not the original
Aerocase that was included and the ad was removed as soon as I made
the purchase so I can't see it anymore to confirm. The bag that
arrived with the guitar was a very cheap Chinese bag that offers
almost no protection and in fact does not even fit the guitar
correctly. Including a bag of such low quality with a guitar at the
pricepoint of the Taylor GTe is laughable. I feel like this was an
intentional misrepresentation and I feel like I was cheated.
I sent a complaint about this issue to Guitar Center customer service and received a voice mail stating that the guitar was priced at a point that took into consideration the lack of the original case. There was no effort made to correct the fact that they used misleading advertising to sell this guitar. Imagine getting a better than average deal on a car that is in great condition, only to find out after the purchase that it has a branded title. You confront the seller for not disclosing the problem and their response is, "Sorry, I priced it accordingly."Business Response
Date: 11/06/2023
We are very sorry for the inconvenience you faced when
ordering your guitar. We sent your feedback to the store management team and
District manager of where the item came from, which was our Ocala Florida
location. You should hear from a member of management within 24-48 business
hours.
Thank you for your feedback and we are very sorry for the
inconvenience. If you need anything else, please do not hesitate to ask.
Thank you.Customer Answer
Date: 11/08/2023
Complaint: 20809670
I am rejecting this response because: I received a call from Chris at the Ocala, FL store, where the guitar I purchased came from. He explained to me why the original case was not included with the sale, but when I asked him if there would be any resolution made for the fact that the ad misled me to believe that the original case was included, he said that there would be no further resolution going forward. Nothing was resolved through this phone call and I am still a dissatisfied customer.
Regards,
C**** *******Business Response
Date: 11/08/2023
We are very sorry to hear that you are still dissatisfied.
But looking at the old ad from the guitar you purchased on our website, the ad
stated that it was coming with a “gig bag” and it did not state that it was the
original case.
If you are unhappy with the guitar and your order, feel free
to call us to return it at 866-498-7882. Or alternatively you can return it at
your local Guitar Center store.
Again, we are very sorry for the inconvenience. Please feel
free to reach out to us at [email protected] with any questions, comments, or concerns.
Thank you.Customer Answer
Date: 11/08/2023
Complaint: 20809670
I am rejecting this response because: the resolution offered was not acceptable to me.
Regards,
C**** *******Initial Complaint
Date:10/31/2023
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.
Guitar Center is using a shady practices and false advertisement of their reward program.
I tried to purchase Nord keyboard from them just to find out they are going to ship me a used item for the price of new. They were surprised to see I am not happy with that and claimed the price was already too low. Even though I paid the dull new item price as it was advertised. I had to cancel my order.
I decided to purchase Yamaha YC88 instead, since they claimed Nords will not be available for quite some time. Yamaha page listed 10% return in rewards if you open Guitar Center Gear credit card. Which I did. Sure enough month later statement arrives and reward is 5%. Calling to the bank gave nothing. Beware if guitar center reward scam.Business Response
Date: 11/03/2023
We are very sorry to hear that you did not get your 10% off
when you signed up. Looking at your order, we do see the 10% was refunded to
you manually in an amount of $315. You should see it on your next billing
statement.
Again, we are sorry for the inconvenience. If there is
anything else we can do for you, please do not hesitate to ask.
Thank you.Customer Answer
Date: 11/08/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 20800350, and find that this resolution is satisfactory to me.
Regards,
S***** ********Initial Complaint
Date:10/25/2023
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 bought an item that was used and listed as brand new. Getting home l noticed the item did not work. Return to store next day and employed inside told me some costumers used to buy and return items trying to confuse etc( the question is / what do l have to be with that and why you sell an item used listed as brand new and even worse did not work at all ( another thing - l bought others two and decide to buy warranty just because l don’t trust you. More than 3000 dollars spent and pretty sure are used listed as brand new. Employed name that sell calls Adrian in guitar center Kendal Miami. I bought Apollo twins 1499 with warranty and Adam speakers A7 1800 dollars ( again pay for warranty )
Once trying to return my Adams they gave me few answers that l couldn’t return and l have 5 years warranty paidBusiness Response
Date: 10/26/2023
We are very sorry to hear about your recent experience when
trying to make a return.
We sent your feedback to the Miami location to the Store and
District Manager. The store manager has reached out and left a voicemail. Feel
free to give them a call back and they will assist you further.
Again, we are very sorry for the inconvenience. If you need
anything else, please do not hesitate to ask.
Thank you.Initial Complaint
Date:10/11/2023
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 bringing my daughter since January 2023 to guitar lessons at Guitar Center at 2120 Alta Arden Expy Sacramento, CA 95825. We have stopped taking her for lessons starting July 2023 since they have a new mgmt & staffing issues. The new mgr, Eric Koch emailed stating recurring charges on my credit card should stop ASAP. Up to now, Oct 3rd, my credit card is still being charged this recurrent charges. I have reached out to the manager via phone & email several times and still have no luck! The charges made were from Aug - Oct 2023 so far at $258 a month for 3 months is $774 total.Business Response
Date: 10/12/2023
Thank you for reaching out to us and are sorry for the
inconvenience.
We sent your feedback to the stores management to assist
further. And they stated the reason it happened was for some reason you had a
duplicate account. So, they closed it.
They will be reaching out to you to set up the refund. You
can also call the store and ask to speak to Eric and he will assist you.
Again, we are very sorry for the inconvenience. If you need
anything else, please do not hesitate to ask.
Thank you.Customer Answer
Date: 10/12/2023
Complaint: 20725766
I am rejecting this response because:
I only had given Guitar Center 1 credit card info so I couldn’t have 2 accounts. I believe they are just making up excuses now. This is a bogus excuse and very frustrating!
Regards,
M****** ******Business Response
Date: 10/13/2023
Again, we are very sorry for the inconvenience. The store is
reaching out to refund you. If you missed their calls, feel free to call them
at ###-###-####.
If you need anything else feel free to reach out to us at [email protected] and we
will assist you.
Again, we apologize for the inconvenience.
Thank you.Initial Complaint
Date:10/11/2023
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 purchased a used speaker last Friday morning, 10/6, and was given a call back stating that the speaker was bad and they weren't going to send it, and would be canceling the order with an immediate refund issued because they had only pre authorized my card. It's now Wednesday and the hold has been lifted and the funds released to Guitar Center. They won't do anything and claim they didn't take the money out despite our being gone and my account is now over drawn.Business Response
Date: 10/11/2023
We are very sorry for the inconvenience you faced while
trying to order your speaker.
Since the order never shipped, we never charged you but
there would be an authorization on your account. We called your bank to try to
have it removed but the bank does not manually remove those so they could not
take it off. It should fall off within 3 to 5 business days. Otherwise, we would
suggest contacting your bank.
Again, we are sorry for the inconvenience. If you need anything
else, please do not hesitate to ask.
Thank you.Customer Answer
Date: 10/11/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 20724965, and find that this resolution is satisfactory to me.
Regards,
J***** ********Initial Complaint
Date:10/05/2023
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 purchased a used digital Soundcraft si3 mixer in a flight case on line. The product is large and expensive and was shipped by motor freight on a pallet. I received the mixer and un packed it. The flight case was missing several pieces, I opened up the case and found that the mixer had been placed in the case upside down, riding on the delicate motorized faders breaking and bending them, also the case was full of field grass, mouse dirt, and filth!
Also missing was a madi card and power cord which the ad stated it had,
I called Guitar center and was given the run around, I told the representative and they said they could give me a 10% gift card and I told them I wanted it returned as it was not what they advertised and was damaged.
After talking to several people I was told a return label would be emailed to me, Ups showed up and refused to take it as it was to large and heavy. I called again and told the attendant that is came via motor freight and would have to be picked up the same way. After 5 days, talking to 7 people 2 supervisors, I was told they don’t ship motor freight only ups!
Now they don’t return my calls or emails..I’m renting a truck today driving it 60 miles to the nearest Guitar center and dropping it off. My credit card bill is due.Business Response
Date: 10/09/2023
We are very sorry to hear about your experience and we are
also sorry about the inconvenience.
We reached out to the store that sent the unit and they will
be contacting you to assist you further.
Again, we are sorry for the inconvenience. If you need
anything else, please do not hesitate to ask.
Thank you.
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