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:08/16/2023
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 had ordered a drum set from guitar center in hopes that it got to me on time the shipping said 2 day shipping I got the drum set 3 weeks late I had needed the drum set so I can record my self with the band that I’m with the drum set for here late I’m having to pay fees and and rental fees for the recording session I’m out almost 2000 dollars for these sessions now I have received the drum set and it’s not in a usable condition the out side is scratched and the hardware is scratched dinged and chipped beyond repair the heads on the drum set are completely damaged the bass head is cracked and will not seed correctly other heads are dented I have called guitar centers customer service a few times and first agent was beyond rude he refused to help me out and when I asked to talk to a manager he laughed and said I work at home I can’t transfer you to a manager and continued to be rude the next agent I had called on this issue was a little helpful and stated that he would have a supervisor call me back it’s been over a week and yet still no supervisor the next agent I called stated he’d call me back in 5 to 10 minutes and it’s been 4 days still no call back from the agent the last agent I called told me they can only do for me is get the item returned to my local guitar center and that’s it there has been no help on guitar center’s behalf to make my issue right at the time when I was waiting for the drum-set a agent did send me one drum head but the condition that this drum set is in the one drum head is not enough I need all the drum heads too and bottom and new hard ware for the drum set so I can get it powdered coated and the inside the wood is damaged as well and that’s going to cost me more to repair the drum set then the company sending me a drum set like the one I had ordered right now I’m look for guitar center to send me a set like the one I had purchased that’s all I’ve asked so I can record by this Thursday I will have lost 3000 dollars no thanks to guitar center
Business Response
Date: 08/18/2023
First off, we’d like to apologize for your experience all
around. We sent your complaint to the management team over those Gear Advisors
you spoke to for follow up.
Secondly, we are truly sorry for the condition your drum kit
is in. But we would like to let you know that returning it is still very much
an option for you have 45 days from the day it shipped to receive a full refund
as per our policy. You can to your local store (which would make sure you see
your refund quicker) or you can ship it back at our expense. We did see that
you have been refunding for shipping also.
Third, we would love to be able to help you get another kit.
Did you have any in mind? Let us know at [email protected] (or
here) and we will gladly help you find a new one and work on a price for you.
Again, we are truly sorry for the experience. If you need
anything else, please do not hesitate to ask.Customer Answer
Date: 08/19/2023
Complaint: 20475322
I am rejecting this response because:this is the same response I’ve gotten from there associates that I’ve came to contact with with zero was of helping me with my issues the issue is I’m going to be out a drum-set again for another 3 weeks or how ever long it takes for guitar center to send me another drum set and they are not attempting to help me with that issue all I ask guitar center to do is send the set I’m asking for to my local guitar center and I will take the set they sent me and they can exchange the set out that way I’m not asking for a lot but it’s not right that I’m out now near 3000 dollars and guitar center is okay with that since it is not there money if the shoe was on the other foot how would they feel about it here’s what I’m asking one of the 2 items to be sent to my local guitar center granted that they are in good condition item 119096820 or item 118869004 my local guitar center is here in Albuquerque New Mexico I’m still paying for the drum set I purchased through guitar center because I have used the gear card so I believe that once I return the item guitar center will wipe there hands off and not want to help me with my issue this is unacceptable seeing that it’s not there money that’s going in to there card and the item they should be able to work around what ever loop and help me with my issue and not try to sweep it under the rug
Regards,
M***** ******Business Response
Date: 08/21/2023
Again, we would like to apologize for the inconvenience, and
we understand the frustration. For you we will offer an advanced exchange for
it. Or exchange it Item number 11*****04 is an item on
our site that is similar, but it is $300 more however it is in excellent condition
where your last kit was stated to be in “good” condition.
You can reach out to us to set it up
for you at [email protected] and we can assist you further.
Again, we are very sorry for the
inconvenience and appreciate your feedback.
Thank you.Initial Complaint
Date:08/15/2023
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 placed an online order through the Guitar Center "chat" service, however, after realizing I did not want the item I purchased, I requested to cancel the order. The customer services stated the order was cancelled and insisted an email was sent with confirmation, however I never received this confirmation. Every time they stated a cancellation email was sent, the chat was ended. I requested this confirmation 3 times, 2 via chat and 1 via phone.
After my phone call, the sales rep tried to convince me to purchase another item which was very odd. I then had the chat representative contact me 2 days later stating he did not know why I cancelled the order and that I should contact him immediately to order again. The grammar was horrible in the email and felt very uncomfortable with replying.
I then contacted my bank Wells Fargo to dispute the pending charge. I am still waiting the dispute results. This has been a horrible experience and will absolutey never shop at Guitar Center again.Business Response
Date: 08/16/2023
Thank you for your feedback, we are very sorry to hear about
your experience for we understand the frustration.
We looked at the order on our end and we can confirm that:
yes, it’s been cancelled.
Second, since the order did not ship it never charged your
card, and on our end, we have no pending authorization. Meaning it is on the
banks side. We suggest letting the dispute go through and they remove the
authorization.
As for the sales rep you worked with, we will send your
feedback over to the sales teams for we understand your concerns.
Again, we are very sorry for the inconvenience. If you need
anything else, please do not hesitate to ask.
Thank you.Initial Complaint
Date:08/14/2023
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 put a used Taylor T5 guitar on "layaway" on June 23, 2023 at the West Springfield, MA Guitar Center store. It could not picked up until July 8, 2023, because of a local policy by the police to make certain used gear isn't stolen. Twice I asked if I could keep the guitar on layaway because of an upcoming tax free weekend in MA that would save me over $106.25 in sales tax. They said they couldn't do this, but I *could* return it for a refund that weekend and they'd sell it back to me sans the tax. When I called to make that arrangement, they said they couldn't because it would be tax fraud. Perhaps it might be, but Guitar Center *discussed* doing it and is now backing away. So what's the real story here? It would seem to me to be bait-and-switch and conspiracy to commit tax fraud! I am requesting a refund of $106.25. I would like to keep the guitar, but time is of the essence. This seems a clear case of lying to a buyer (inadvertent or not) and then trying to walk it back. I would not have bought this guitar had I been told the truth.Business Response
Date: 08/14/2023
We are very sorry to hear about your recent experience in
our West Springfield location, and appreciate you sharing this feedback with us.
We reached out to the stores management team and sent your feedback to them. They will
be contacting you at the number or email provided in order to help you.
Again, we are very sorry for the frustration you experienced.
If you need anything else, please do not hesitate to ask.
Thank you.Customer Answer
Date: 08/22/2023
Complaint: 20456914
I am rejecting this response because:I did NOT neglect to ask for compensation in Complaint 20456914 and your records scrambled my file with that of "David," who was the national customer service agent for Guitar Center who agreed to act as an in-between with the West Springfield, MA Guitar Center. He contacted them via email, but that was the last I heard of matters. I received no other contact from the BBB.I am seeking reimbursement of $106.25 pursuant to a broken verbal agreement as detailed in my complaint.Please reactivate my complaint. Please also review the plethora of BBB complaints re: Guitar Center. Perhaps this company's floundering finances are a result of poor and deceptive business practices.As I have said to them and in complaints before the MA BBB and the Commonwealth Attorney General's Office, I'd prefer to resolve the debate informally, but I am not content to allow deception stand.
Regards,
R***** ****Business Response
Date: 08/23/2023
We are sorry to hear you have not heard from the store or had
this resolved. They tried reaching out to you today again when we informed them
you have not heard from them yet.
Please call ###-###-#### and ask to speak to D**** ******, the store
manager of the West Springfield location. And he will handle returning your
funds to you.
Again,
we are sorry for the inconvenience, if you need anything further, please do not
hesitate to reach out to [email protected]
Thank
you.Customer Answer
Date: 08/24/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 20456914, and find that this resolution is satisfactory to me.
Regards,
R***** ****Initial Complaint
Date:07/27/2023
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 ordered a used Gibson Les Paul Trad Pro V, I did not get that. I received a guitar that had switched out wiring which does not make it a Trad Pro V model. I am not sure if the Guitar Center at 7325 San Pedro Ave. Ste 105, San Antonio, TX. 78216 (phone number: ###-###-####) switched the wiring out when I took it in to be tuned up on 5/03/2023 or if the Guitar Center at 6325 Ulali Dr. Keizer, Oregon 97303(phone number: ###-###-####), shipped it with the wiring already switched out on (2-13-2023). I have tried to reach out to Guitar Center in the past and the manager was dismissive and stated that since it was past the 45 day period for returns by 15 days or so there was nothing that could be done about the condition of the guitar.
I just want the Trad Pro V wiring harness that needs to be in this guitar, and I want the guitar to sound as it should with original parts. If Guitar Center can ship be the wiring harness I will send the one that's in there now to them to them and be happy to keep this guitar as it is my first American guitar I had ever bought and I bought it for myself for graduation from college.
The order follows:
YOUR ORDER IS CONFIRMED
Order Number: GCW4521841581
We're preparing your gear.
We’ll send you an email when it ships.
Your order may arrive in multiple shipments.
Don't worry, you won't be charged extra.
Your Order Date: 02/13/23
Used Gibson Les Paul Traditional Pro V Satin Top Black Solid Body Electric Guitar
Used Gibson Les Paul Traditional Pro V Satin Top Black Solid Body Electric Guitar
Condition: Used
Delivered in approximately 3-5 business days
$1,579.99
Qty: 1
Order Subtotal: $1,579.99
Shipping & Handling: $21.25
Sales Tax: $132.10
Shipping Charge $0.00
Order Total: $1,733.34
Paid by Synchrony Credit Card 1841: $1,733.3
The repair done in San Antonio sales number is: 4*********.
I have reported this to the Guitar Center in San Antonio and was told to take to guitar to the luthier to see if he can look at it. I am worried there could be an altercation if I go in.Business Response
Date: 07/31/2023
We are very sorry to hear about your experience when
purchasing used gear. We sent your feedback to the store that shipped it to
you, and they will be reaching out to help you come to a resolution.
Again, we are very sorry for the inconvenience. If you need
anything else, please do not hesitate to ask.
Thank you.Customer Answer
Date: 08/01/2023
I have reviewed the response made by the business in reference to complaint ID 20382038, and find that this resolution is satisfactory to me. Every person involved in the complaint has been so helpful. I am appreciative of the management and staff at Guitar Centers in Salem, OR., San Antonio, TX., and Dallas, TX., for working together to make this right. I also am appreciative of the BBB in helping all of us work to resolve this so diligently.
Regards,
Dr. S****** ***** ******Initial Complaint
Date:07/24/2023
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.
Hello, I placed an order for a boss katana 50 mk2 amp based on the guitar center website saying there was a rebate available if you bought a boss katana 50 model and had a link on the webpage, on 07/20. When I was filling out the rebate forms today it said that it was only for a specific model not the one I ordered. However, their website does not state that. The specific item i ordered was tagged with the rebate. If I had known that I may have made a different decision. This seems like false advertising. When I contacted guitar center customer service they said well you can return it, that doesn't really work for me because my kiddo needs an amp this week and I can't wait for the return funds to clear in the amount of 290.37, to clear to get him another amp. That would be a real bummer because he wouldn't be able to play this week. I mean they falsely advertised the rebate on their website I feel like they should do some type of financial compensation.Business Response
Date: 07/26/2023
We are very sorry to hear about your experience when buying your
Boss Katana!
We investigated it, and the one on our website it is indeed wrong
as that particular model (the one you bought) was not on the rebate. We have
sent this over to the website team to correct as soon as possible.
Furthermore, we have refunded you the promised/ advertised rebate amount
of $40. It should return to your Visa card in 3 to 5
business days.
Again, we are very sorry for the inconvenience. If you need anything else,
please do not hesitate to ask.
Thank you.Customer Answer
Date: 07/26/2023
I have reviewed the response made by the business in reference to complaint ID 20363284, and find that this resolution is satisfactory to me.
Regards,
R***** *******Initial Complaint
Date:07/24/2023
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 several items from Guitar Center using Progressive Leasing finance options. I received the items today, one of them being a Fender Aerodyne Jazz bass guitar which I purchased NEW for $894.26 before tax.
It arrived today, July 21st and is badly damaged. There are scratches and dents all over the finish of the instrument, chunks of wood missing from the body, and shows very clear signs of use and wear such as tarnished metal hardware. I know it's not new because I have purchased new instruments before and it was missing the clear plastic wrap on the pickups and missing the Fender tags on the headstock.
I am very upset about my experience and I usually don't file with the BBB but this is unacceptable and bad business practice.
When I called Guitar Center all they said was we can't help you with a return. You have to go to a store nearest you, return it, then apply for another lease to get a replacement instrument sent to me. The rep also stated that Guitar Center was supposed to tell me prior to charging me and shipping the item that it was a used instrument which they never did. Instead they charged me full price.
All I want is a replacement sent to me that is NEW in box, no exceptions. There should not be any damage or wear to the instrument, period. If I wanted to buy used I would, and I would save a lot of money doing so.
Please make this right.Business Response
Date: 07/26/2023
We are very sorry to hear about your experience with
Progressive Leasing. We sent your feedback to the Progressive Leasing Team and
they have applied for a new lease. So, we will be getting a replacement out
soon.
Again, we are very sorry for your experience, if you need
anything else, please do not hesitate to ask.
Thank you.Customer Answer
Date: 07/26/2023
Thank you for the response. It's unfortunate that this happened as I've never experienced such bad service from a business before. I spoke to a representative about it today and requested that Guitar Center send a brand new, in box instrument as the replacement.
As long as I receive what I paid for then I will consider this resolved. I will update you once I receive the new order. I sincerely hope the item I get will indeed be new, I don't think it's unreasonable of me to expect a new instrument considering that's what is advertised and what I paid for.
Regards,
S*** ****Initial Complaint
Date:07/21/2023
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 when to the store in Westbury n.y I asked for a adjustable subwoofer shaft for a ev power box she give me the wrong one I return back to the store for a exchange the manager run me out he is not going to change it for meBusiness Response
Date: 07/24/2023
We are very sorry to hear about your experience at our Carle
Place location.
Unfortunately, our return and exchange policy states that
after 45 days from the date you received the item, we do not accept returns or
exchanges after 45 days, and our records indicate your purchase is passed 60
days.
Again, we are very sorry about the inconvenience, if there
is anything else we can help you with please do not hesitate to ask.
Thank you.Initial Complaint
Date:07/20/2023
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 mixer on 5/3/2023. It arrived with a power supply that would not work for the mixer due to it having the wrong connection. I was told I could ship it back or return it to the nearest store. I chose to return it to the store in Pineville, NC on 5/20/2023 because I expected it to be quicker than shipping back through UPS. I did not receive my refund by 6/16/23, so I called the toll free help number as was told that the store had to do something to trigger the refund. I called the store and spoke with Kevin who said the manager, Steve, would have to take care of it. Spoke with Steve, and he said he would take care of it, but I have not received my refund yet. I called on 6/28, 7/3, 7/6, & 7/20 attempting to get help. I called the toll free # again on 7/6 and was told to file a web complaint against the store because that would register a complaint against the manager, so I did that on 7/6. To date, I have heard nothing from that complaint. I cannot believe how hard I have had to work to get my refund. I actually wanted to purchase another mixer with Guitar Center because my original payment was with a gift card, so I was just going to use the gift card refund and apply it to another mixer. Clearly, they do not want my business!Business Response
Date: 07/25/2023
We are very sorry to hear that you have not received your
refund yet, we sent this over to Stephen and his District Manager, Stephen has
been trying to get ahold of you to take care of you. If possible, please give
him a call at ###-###-#### and he will help you.
Again, we are sorry for the inconvenience, if you need
anything else please do not hesitate to ask.
Thank you.Customer Answer
Date: 07/27/2023
Guitar Center has resolved my complaint in reference to complaint ID 20350929, and they have provided a resolution that is satisfactory to me.
Thank you for your assistance.
J*** ******* ******Initial Complaint
Date:07/18/2023
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.
We rented a subwoofer for an event 2 hours away and purchased insurance on it. They promised us that they tested the subwoofer before renting it to us but the second we arrive and set up the subwoofer we notice that it’s completely blown. We had an A1 sound engineer oversee the safe transportation and setup of the system. After calling them and having to drive all the way back to pick up a new one they claim we blew the sub negligently and insurance won’t cover a thing. After we prove that it was impossible for a power surge to have blown it, they immediately shift to saying that we must have dropped it negligently and insurance still won’t cover any of it. A total scam and by far the slimiest customer service I have ever dealt with. We have pictures of the system, generator, and insurance policy terms and conditions that prove our case. Guitar Center refuses to give us our deposit back on the sub, falsely claiming they tested the sub before and we negligently broke it. Guitar Center gave us a broken sub and is now taking our deposit to pay for the sub. The document uploaded outlines further reasoning and pictures on this dispute.Business Response
Date: 07/24/2023
We are very sorry to hear about your rental experience. We
reached out to the store manager and district manager to assist, and they have
stated they refunded your deposit. If you have further questions about it, feel
free to call the store and speak with Rebecca, the store manager.
Again, we are sorry for the inconvenience, if you need
anything else please do not hesitate to ask.
Thank you.Initial Complaint
Date:07/17/2023
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 07/15/2023 I purchased a used guitar amp from guitar centers website. My credit card was charged and the listing was removed from guitar centers website pending a tracking number. On 07/17/2023 I received an email that I cancelled my order. As this was incorrect, reached out to guitar center customer service, first via phone, subsequently via chat and both times was told the amp I purchased was sold after I bought it to someone else and guitar center refused to honor the price I paid for an identical used or new amp.Business Response
Date: 07/19/2023
We are very sorry to hear what happened to you when ordering
your amp. We can assure you that since the item never shipped, you did not get
charged. It was more than likely an authorization which has probably fallen off
your account by now.
If you would like, we could have a Gear Advisor reach out to
you to help you find a replacement. Just let us know.
Again, we are sorry for the experience. If you need anything
else please do not hesitate to ask.
Thank you.Customer Answer
Date: 07/19/2023
I am rejecting this response because: actually it has not fallen off my account. And the problem wasn't with me getting my money back, nor did I NOT want what I bought to ship, my problem is what I bought, and paid for DID NOT ship and is somehow unavailable. Was not a pricing error. And when I spoke with customer service was told I would need to pay hundreds more dollars for the same amp in the same condition. That's my problem. You can keep my money. I would like the amp (or identical amp) delivered.
Regards,
J******** ******Business Response
Date: 07/21/2023
If you are still seeing a pending charge, we recommend contacting
your bank to see if this can be released for the authorization on our end has
expired and cannot be collected on.
We apologize for the inconvenience the experience has caused
and for the frustration. Unfortunately,
we no longer have that amp available and we are unable to send it or an
identical one at this time. We would gladly have a Gear Advisor reach out to
you to help you find a suitable replacement if you would like. If there is
anything else we can do, feel free to reach out at 866-498-7882 or email us at
[email protected]
Thank you.
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