Complaints

This profile includes complaints for Guitar Center, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Guitar Center, Inc.

  PO Box 7470 Westlake Vlg, CA 91359

  
• 

  Guitar Center

  9001 Florida Boulevard Baton Rouge, LA 70815

• 

  Guitar Center

  23133 Outer Dr Allen Park, MI 48101

• 

  Guitar Center

  26635 Brookpark Rd. Extension North Olmsted, OH 44070

• 

  Guitar Center, Inc.

  1645 Van Ness Ave San Francisco, CA 94109-3608

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:10/02/2023

  Type:Product Issues
  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.

  10/1/2023
  I bought a Pack of DR high beam strings for bass at the price of 35$ (after tax) the strings where dead when I opened them, what do I mean by this is that the string was corroded and dark black and not the shiny silver it normally is, so I string them up to see if they would still sound right and guess what, they didn’t so I put them back in the bag and took them back to the guitar center that I bought then from only to find out I couldn’t return them or even get some store credit for them only because I opened it? This makes no sense how am I supposed to know if the strings where dead if I can’t open the package and I can’t even do that in the store either! Then the employee and manager have the audacity to tell me it’s also because they can’t RESELL the strings after I opened them?!? So you are telling me GUITAR CENTER IS ACTIVELY SELLING DEAD OR CORRODED STRINGS BACK TO PEOPLE WHEN I RETURN THEM?!?!? this is wrong, I didn’t really care about having to buy a new set but with light of this I’m seeking a refund because to find out I assume I was also sold USED strings for the price of new ones, I’m livid, because when I opened the now knew pack I had to buy the bags where all the yellow bags as they should be but the package with the corroded strings where a paper brown bag not the usual yellow, I fell robbed and that fact I went from spending only 35$ TO HAVING TO SPEND 70$!!!! I AM OUT RAGED AND SEEKING COMPENSATION even if it’s store credit I don’t care no one should have to spend 70$ because a store sells you bad strings the first time please contact me back when u can phone number is ###-###-#### and this happened in the guitar center in Northridge California, have a great day and can’t wait to hear from you soon!
  Sincerely,
  C********** *******

  

  Business Response

  Date: 10/05/2023

  
  
  We are very sorry for the inconvenience, and we appreciate you
  bringing it to our attention and telling us.
  We sent your feedback to the stores management team and they
  have been trying to reach out to you. They will be helping with a refund.
  Again, we are sorry for the inconvenience but if you need
  anything else, please do not hesitate to ask.
  Thank you.

• Initial Complaint

  Date:09/29/2023

  Type:Billing Issues
  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 paid for 4 lessons at Guitar Center. The only option was to sign up for lessons that would be recurring every month, which I did not want but was given no other choice. At the end of the first month I canceled the recurring order and did not expect to be billed again, but I was just billed again. I called the customer service number they gave me and waited on hold only to be told they couldn't help me. They gave me a number for their lessons department. After 13 minutes on hold with no answer, I chatted online with their customer service, who also told me they couldn't help me, and that I had to contact the store directly. I called the store, and they said they would cancel the order (which they already said they would a month ago), and can only reverse the charges if I give them my card number again, which I don't currently have with me, so I have to call back again later when I have access to the card.

  

  Business Response

  Date: 10/03/2023

  
  
  We are very sorry for the inconvenience with your reoccurring
  billing. We have forwarded your feedback to the store and their management team
  for review. And they emailed us back stating they have talked to you and
  resolved this for you last week.
  Again, thank you for bringing this to our attention and we apologize
  for the inconvenience. If you need anything else, please do not hesitate to ask.
  Thank you.

• Initial Complaint

  Date:09/25/2023

  Type:Product Issues
  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 (order GCW*********4) on 9/8/23 on the website and when received, it was defective. We returned it to our local store where they said the refund would be back in 3 to 5 days. I used two $100 gift cards and charged the remainder on my card. The remainder was refunded first onto my card and I had to chat to find out about the $200. On chat I was told I had 181.70 as a credit. I told them that wasn’t correct because I had used more money than that and they realized the shipping hadn’t been refunded. I was told to contact again “in a few hours” and it would be refunded. I contacted the next day and was told it still wasn’t refunded and to check back in 15 to 20 mins, however, I waited for a couple of days. When I contacted chat again, I was again told I only had 181.70 and they would call me back that day once the shipping refund went through, because I wanted to use the credit on my account for another order. That’s been since 9/22/23 and I have heard nothing back. I also sent an email and heard nothing at all back as well. All I want is the refund I’m owed, which is a full $200, so I can purchase my sons bday gift and he actually get a working item. I won’t be shopping here again because this is a hassle and the customer service is horrible with everyone I have had contact with. I have several chats that I have downloaded transcripts for showing all of this communication so there’s no reason there should be confusion on their end. They keep saying the will “send it to their team” and get back to me but I do not believe they are sending anything at this point. I want my full refund and I want to order this guitar so I can be done with this company already. It’s too bad it was two gift cards used because if it was just my cash, I would definitely go somewhere else.

  

  Business Response

  Date: 09/25/2023

  
  
  We are very sorry about the inconvenience you had when
  trying to purchase your sons birthday gift, we appreciate you reaching out to
  us and bringing this to our attention.
  We looked at your account, and you have a $200 credit on
  your account at this time already. To use it either go to your local store or
  give us a call at 866-498-7882 (or chat in) and we can get your order going.
  Again, we are very sorry for the inconvenience this has all
  been. If you need anything else, please do not hesitate to ask.
  Thank you.

  Customer Answer

  Date: 09/26/2023

  
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20648490, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  A**** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:09/20/2023

  Type:Product Issues
  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.

  Drum lesson subscription at the Stevenson Ranch store auto renewed at the beginning of September and when I called the store to get it refunded I was told by J****, the store manager that it's not possible.
  
  I would like to be refunded the full amount as I raised this issue within days of it auto-renewing and have not taken any of the subsequent lessons.

  

  Business Response

  Date: 09/22/2023

  
  
  Thank you for your time to submit your feedback. We are very sorry to hear about your experience and we apologize for the inconvenience. We reached out to the management team over the store, and they will be reaching out within 24-48 hours to further 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:09/13/2023

  Type:Product Issues
  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 was bought a New, open box Numa X piano gt from the website.
  
  Guitar center claims these items are "thoroughly" tested and inspected before being resold.
  
  After having it at home for 4 months, I discovered the piano was not in fact thoroughly tested.
  
  Lines appear on the screen after turned on for 1:15+ hours. Unfortunately, I rarely leave it powered on for more than an hour, so it was only by chance that I discovered the problem months later after my daughter accidently left it on for a few hours. The screen had at least 20 lines going through it. The next day I tested it again. Turned it on, no lines. Exactly an hour and fifteen minutes later, the first few lines begin to appear and more start to show up the longer it is left on. If I turn it off for about 20-30 minutes the lines again disappear but start to show up at a much faster rate.
  
  If it is left off overnight, it is the same cycle and the lines will not appear until the keyboard has been left on for at least an 1 hour and 15-30 min
  
  I called guitar center, and they refused to work with me in spite of the extenuating circumstances of it taking so long for the problem to appear and it was past the 45 day return policy (the problem was likely there the day I received the keyboard and I simply never left it on long enough to discover it)
  
  This issue is entirely on Guitar Center. During their "thorough" testing (which certainly should have included powering on the keyboard for an extended amount of time) they should have detected the problem before reselling the item "like new".
  
  Dealing with the "distributor" under the warranty is proving to be a huge hassle and may end up costing me more money than a brand new- non open box purchase would have cost me.
  
  The only acceptable solution would be for them to ship to me (or even my nearest local store) a replacement unit and allow me to exchange this one in person as their claim of thoroughly tested is false and it it takes a while for the problem to appear.

  

  Business Response

  Date: 09/15/2023

  
  We are very sorry to hear that your Numan is giving you trouble,
  and we thank you for reaching out to us.
  Unfortunately, your order was placed well outside of our
  Return Policy so we are unable to return it. We do suggest going through the
  manufacturer’s warranty.
  To help things along, we sent the details of what your
  product is doing to SoundLogic and we will be more than willing to help you
  work with them. Feel free to email us at [email protected] and we can
  assist you further.
  Again, we are sorry for any inconvenience this caused. If
  you need anything else, please do not hesitate to ask.
  Thank you.

  Customer Answer

  Date: 09/22/2023

  
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20593251, and find that this resolution is satisfactory to me.
  
  
  
  The distributor was very good and cross-shipped me a replacement piano, but had Guitar center thoroughly tested the piano (as is stated on the website) before selling it, they should have discovered the two issues I was having. 1: A bad screen that developed lines after the unit was on for more than an hour and a half that got progressively worse the longer it was on and disappeared after being powered off over night, only to start again and hour and a half after being powered on again, and 2: Poor/unpredictable velocity response in numerous keys. Studio Logic support was not sure it was an issue that could be resolved with auto cleaning or a future firmware update, but the fact that my replacement piano plays perfectly, confirms that the issue was very real.
  
  While, both studio logic and the Distributor handled my issue extremely well... Guitar center could have done better, saved me a great deal of stress and worry in addition to around $60 in expenses to get my old unit packed up before shipping back to the distributor.
  
  
  
  
  
  J****** ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:09/08/2023

  Type:Product Issues
  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 ordered a used guitar amplifier from the Guitar Center online. (Order number GCW5*******10). It was ordered August 18 and shipped via UPS on August 21 (UPS tracking: 1Z781E2W*********1). Before the order shipped, I received a courtesy call from GC explaining that the shop with the amp (I believe it was the Bridgeton MO Guitar Center) would have to find a box to ship it in as they didn’t have the original. I expressed concern. Indeed, the amplifier was shockingly poorly packaged, with the corners of the amplifier having broken through the flimsy packaging. The amplifier still works, but it’s not in the condition I expected in (it was marked as “Excellent”).
  I wanted to get a partial refund, or a prepaid label (with pick up) to ship the amplifier back. (The amp weighs at least 50-60 lbs and I cannot easily bring it to a Guitar Center to return it in person. Besides, because this isn’t a change of mind but it instead poor packaging from GC, I shouldn’t have to work in order to send this back and get my money back. So I called the same rep who had give me the courtesy call and left a voicemail (Aug 24?) and never heard back. I also email Guitar Center’s customer service, twice, and never heard back. There is no function to request a return or refund via the website. In other words, GC is hiding from their own return policy. No doubt, if I can ever make contact with them at all, they will just suggest I lug the 50 lbs amplifier which they couldn’t package properly to the nearest GC, which is not a viable option. This is crappy business and I encourage others to refrain from buying anything from GC.

  

  Business Response

  Date: 09/08/2023

  
  
  We are very sorry to hear that the used item came in worse condition
  than what was promised. We take all feedback seriously and appreciate you
  reaching out to us.
  We sent your feedback to the store manager and district
  manager over the Bridgeton location, and since then the store manager, S**** has
  reached out to you and left you a voicemail. Feel free to call them back and
  they will take care of you.
  
  Again, we are sorry for the inconvenience. If you need
  anything else, please do not hesitate to ask.
  Thank you.

• Initial Complaint

  Date:08/30/2023

  Type:Service or Repair Issues
  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.

  RE: Asurion Claim 18*******0
  
  
  On January 05,2023. I purchased a Williams Symphony Grand Digital Piano online from the Guitar Center. The total price of the Piano was $1,499.99 with an added warranty for and additional cost of $389.99 totaling $2,043.73 On August 07, 2023, a guest visiting my home accidentally damaged my piano. On August 08, 2023, I called Asurion and filed a claim 1805153130.
  
  After speaking with C****, I was transferred to a shipping company to schedule for the item to be picked up. I was told by the shipping company that Asurion must schedule a pickup and not me. I was a little upset with having to be on the phone for over thirty minutes to be told to contact Asurion back. After calling Asurion back, I was told that someone will contact me within two business days. I never received a call nor email regarding my claim. On August 16, 2023, I spoke with Raymond a supervisor and was told that someone would contact me to setup a in home service call.
  
  I never received an email nor phone call regarding my claim. On August 18, 2023, I called Asurion and asked for a supervisor and spoke with Jewel inquiring about my claim and was told that someone will contact me 1-2 business days. As of today, I called once more inquiring about my claim was told that someone will contact me 1-2 business days.
  
  It's been three weeks with no resolution from Asurion. I even reached out to the Guitar Center in which I was told that it’s not their problem anymore. So, sell me garbage insurance. At this point, I have got the run around and can’t get any service from Asurion. Basically, I was sold garbage for insurance. It is certainly Deceptive for the Guitar Center to sell me bogus warranty insurance.
  
  Jewel and Raymond supervisors at Asurion told me because of the weight, it’s not possible to ship the item because it’s over two hundred pounds and they have no technicians in my area. After carefully looking at reviews, many complaints are issues such as mines.

  

  Business Response

  Date: 09/04/2023

  
  We are very sorry to hear about your ongoing issues with
  Asurion. We have escalated your situation to Ausrion’s management.
  You should hear from them by Thursday or Friday. In the meantime,
  if you don’t hear from them, let us know at [email protected] and we
  will do what we can to see that you are taken care of.
  Again, we apologize for the inconvenience and the experience.
  If you need anything else, please do not hesitate to ask.
  Thank you!

• Initial Complaint

  Date:08/24/2023

  Type:Product Issues
  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.

  Three of the last four pedals I have purchased from Guitar Center have been defective. The first pedal forced me to file an Assurion warranty claim to protect my purchase. I was not offered the option to return the pedal, instead was issued credit on account with Guitar Center. Subsequent purchases have been similarly inaccurately described and not in working order. The most recent incidents involved a Beetronics Royal Jelly pedal in the Tulsa store that was described in "Used - Great" condition, but a follow up from the store said they found an issue with the pedal and no sound would come from the unit. I canceled my order. The store relisted the item in "Used - Great" condition again. I assumed the issue had been corrected and placed another order, but instead again received a message from the store indicating that the pedal wasn't functional. This time they said it was a power issue. These practices are deceptive and I don't feel comfortable doing business with Guitar Center. 

  

  Business Response

  Date: 08/25/2023

  
  
  Firstly, we’d like to apologize for the inconvenience. The
  last thing we want is something to be on the website that doesn’t work and
  keeps getting canceled. We will send your feedback over to the store selling
  the item.
  Second, we went to put the credit back on your account but
  on our end, it states that you used Cashstar to pay, and therefor we cannot
  refund that to the card. We can however, send you a check in the mail for the funds
  in question. If that is something you would like to do, please let us know. You
  can tell us here or email us directly at [email protected].
  Again, we apologize for any frustrations this might’ve caused.
  In the meantime, if you have any questions or need anything
  else, please do not hesitate to ask.
  Thank you.

  Customer Answer

  Date: 08/29/2023

  
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20514639, and find that this resolution is satisfactory to me. Of course, this acceptance is contingent upon Guitar Center following through with refund check via mail, as promised. Mailing address is 6422 Gloria Drive, Huntington Beach, CA 92647.
  
  
  
  Regards,
  
  
  
  D*** *********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:08/21/2023

  Type:Product Issues
  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.

  Purchased from Guitar Center's Online Store a Simmons Drums Titan 50 10-drum set kit for $528 on 8/8/2023 (a Tuesday), with the set arriving pretty quickly on 8/11/2023 (a Friday afternoon). Upon hooking up the set the following morning, I realized that the electronic kick drum was not registering a sound or an LED signal when it was struck. I reached out to Guitar Center through their Customer Service online section of their website, which does not provide contact info outside of an 888 number. So I filled out the form with the simple question (can you help fix this situation?), and was assured via a digital prompt someone would be in contact with me within 48 hours. I heard NOTHING from them, so I once again submitted another inquiry on 8/14/2023 through their website, and AGAIN heard nothing back from them. I did some internet research at that point and found a couple of Guitar Center emails to reach out to ([email protected]; [email protected]; [email protected]) and I sent an email on 8/16/2023. I received no bounce-back emails, meaning these were sent and received by someone on Guitar Center's side. I additionally received an automated prompt email back from the [email protected] signifying they had received my email inquiry and would be back to me WITHIN 24 HOURS. So I waited again all of 8/17/2023 for a phone call or email that never arrived. Once again, I sent another email on the morning of 8/18/2023 to the 3 email addresses listed above, and have literally received NOTHING back from this company. I at this point have a partially functioning electronic drum set with a kick drum that does not work, register a sound, power on, or do anything other than exist as a paperweight, and no contact from seller.
  
  I NEED someone real from Guitar Center to fix this ASAP. And I caution ALL prospective customers about this company since they have zero actual customer support and you're forced to air your dirty laundry in a public format.

  

  Business Response

  Date: 08/22/2023

  
  We are very sorry to hear about your experience in trying to
  reach out to us. And we understand the frustration.
  Firstly, if you ever need to get ahold of us feel free to
  reach out to us at [email protected].
  For we don’t know why the feedback form is not working so thank you for
  bringing that to our attention.
  Secondly, we do have two options for your product issue. One
  is to return it and get a replacement which can be done at a local store, or we could set one up for you. Second is to let us send a warranty
  claim to Simmons as your product definitely falls within the manufacturer’s
  warranty time frame and we will gladly work with you and them to get the part replaced. Whichever one of these options work for you let us know and we will get started.
  Again, sorry for the delay in responses and the frustration you
  experienced. If you need anything else, please do not hesitate to ask.
  Thank you.

  Customer Answer

  Date: 08/28/2023

  
  
  
  
  I am rejecting this response because I need to keep this case open to make sure that this issue is corrected.

  After it took so long to actually get in contact with someone from your side, I was able to trace the issue to the physical kick drum itself; moving its connection cable to another electronic drum will register as the kick drum when struck, meaning it's the physical drum that's the issue.

  Are you able to swap out singular pieces? I realize this is a kit, so the exchange option may not be the most economical option since it's only a single drum that's the issue. If you can swap out the drum, then I'd be happy to get it swapped out. Can send back to your location or can stop by the local store.
  Alternatively, if you cannot swap out a single drum, how does the warranty process with Simmons work? Just like with your side, I cannot seem to get an actual human on the phone to talk.
  

  Also, I'd HIGHLY recommend fixing your contact form on the website. It not only functions, but tells you your message has been sent and to expect a reply within 48 hours, which never shows up. Additionally, if nobody is going to answer your [email protected] email, then I'd also recommend removing the automatic message that says your email will be responded to within 24 hours. The email address you cited in this reply isn't found ANYWHERE online or on your contact page, which makes it EXTREMELY difficult to get in contact with someone.

  I definitely am appreciative of the reply as well as the assistance with this, and again find the response to be sufficient. I am ONLY keeping this case open in the off event we're not able to resolve this issue relatively quickly, considering I'm still unable to use my recent purchase.
  
  
   Happy to provide contact information if need be, just let me know. Thank you for your reply and the offer for assistance, I look forward to taking you up on this offer and hopefully closing this case out shortly once the drum set has been repaired/replaced.
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 08/30/2023

  
  
  Thank you for your response.
  Firstly, it would not be possible to swap out a singular drum
  sadly. An option you have however is to return the whole thing and get a new
  one instead. We however understand if this might not be ideal considering you
  already got it set up.
  
  
  We would work with S****** *n our side to get it set up for
  you and do the communication for you.
  Feel free to email us at [email protected] with
  your preferred option and we will gladly take care of it for you.
  Look forward to talking to you soon.
  Thank you!

• Initial Complaint

  Date:08/21/2023

  Type:Product Issues
  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 7/29/2023, I placed an order for a used item on guitar center website (GCW5*********) and purchased using my rewards certificates that I had earned from a previous purchase.
  
  When my item arrived on 8/02/2023, I noticed I had been sent the incorrect item. I immediately contacted chat support and was told that due to the fact that I had used a rewards certificates on a used item, making a simple return will not be possible and that I would simply
  Need to reach out to the customer service manager at that particular store, Store 845 in Richmond, VA, I was told by the manger there whose name is Paul Wirt, to either call the store or email him to get things figured out. Again I was told due to the rewards being used, I won’t be able to return it. When clearly the issue isn’t the points, perhaps it’s the fact that I was sent the wrong item.
  
  I replied to Paul and said I would like to start the process. My email was ignore but I gave it a week and emailed again on 8/10/2023 and no reply. It is now 8/19/2023 and I still have not received a reply. I proceeded to contact online support, that representative said he would call the store and let me know what’s going on. He said the store at the time was very busy so he’d wait for their call back. That was last week on 8/12/2023. I have not heard back from them as well.
  
  Anyway, the item isn’t very expensive and I normally wouldn’t mind but I do mine being blamed for being sent the wrong item then ignored by multiple people. Ultimately I would either like the correct item sent to me or my $100 reward certificate, that I had rightfully earned from my past $2,000 purchase to be returned to me.
  
  Thank you

  

  Business Response

  Date: 08/22/2023

  
  
  We are very sorry to hear about your recent experience and
  we thank you for reaching out to us.
  
  Per the policy with synchrony, returns cannot be made into
  new certificates. However, if you have made the return already or plan to, we
  have no problem giving you a In House Credit for the reward points amount for
  you to use.
  If you would like, you can email us here at [email protected] and we
  will gladly set the return up and give the credit.
  Again, we are very sorry about your trouble, if you need
  anything else please do not hesitate to ask.
  Thank you!

  Customer Answer

  Date: 08/23/2023

  
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20494951, and find that this resolution is satisfactory to me. I would also like to add that the store mentioned in the complaint has indeed reached out to me and apologized for not seeing my emails. We are now in the process of rectifying the issue. Thank you for your help.
  
  
  
  Regards,
  
  
  
  E**** ******