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.
- 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:07/14/2023
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 was billed for a month worth of bass lessons for my daughter. First payment was on 6/4/23 and that paid for June. Then I was charged on 6/29/23 for the month of July. Then I was charged again on 7/13/23 and say that’s just how I get billed. I’ve attempted to get future lessons cancelled and refunded. Even though the payment is made for the future classes, they refuse to send me a refund for lessons that have not been completed.
Business Response
Date: 07/14/2023
I apologize for the inconvenience this experience caused
you. I sent your feedback to the store management and District Manager and they
informed me that they cancelled and refunded you.
I am truly sorry for the frustration, if you need anything
else please do not hesitate to ask.
Thank you.Customer Answer
Date: 07/17/2023
I have reviewed the response made by the business in reference to complaint ID 20318895, and find that this resolution is satisfactory to me.
Regards,
D**** ********Initial Complaint
Date:07/10/2023
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 18 May I returned a Shure SM58 microphone in-store (San Marcos, CA) which was an item from order # GC2*****16. The employee took the item and said I would receive a refund on my credit card after 3-5 business days. However, I checked my email that night and I had received an automated message from Guitar Center that said I needed to ship back my item to complete the return. I called the store several times and the employees said they would speak with the store manager to annotate the return in the system so that the credit could be issued. After a couple weeks it still did not show up on my credit card bill so I had to drive back to the store. I spoke with a store supervisor/manager (Mason) and after taking my information he said he would give it to the operations manager who was the only one who could help. After another week it still didn't show a refund so I went back to the store in-person AGAIN and spoke with Mason. He said he would leave another note with the Ops manager, but after another week still nothing. I went back to the store in-person a THIRD time and spoke with a different supervisor/manager (D****) who said the same thing as Mason. At this point it has taken almost 2 months and there still isn't any resolution. I try calling during business hours but the line only rings for several minutes with no answer. It seems like there is no end to this and I'll never get my money back.Business Response
Date: 07/11/2023
I am very sorry with the frustration getting your refund, I contacted
our accounting department, and they stayed a refund for you was issued on the original
method of payment on 7/07. So, between today and Thursday the 13th you should see your refund.
Again, I am sorry for the inconvenience, if you need
anything else please do not hesitate to ask.
Thank you.Initial Complaint
Date:07/10/2023
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 guitar from Guitar Center 2-3 years ago and purchased warranty as well from your Fallschurch VA Branch. The guitar has crack and took it to same store where i purchased it on 6/15. I was told of 7-10 days to fix, however, it is already 7/7 and still dont have it. I have been calling to check the status, it is either they will hangup on me or tell me that they are still verifying warranty. Spoke to a manager who showed rude ess instead of giving us a status. I dont know how long to check or verify the warranty. no calls from them for any status. I want my guitar be fixed or replaced.Business Response
Date: 07/12/2023
I am very sorry for the inconvenience you faced while trying to get warranty
work done on your guitar. Typically, warranty work takes longer as we are
dealing with the manufacturer on it. I have forwarded your feedback to the
store, and they have been trying to reach out to you to give you more
information and an update with where we are at on this repair. Please give them
a call at ###-###-#### your earliest convenience as we keep getting your
voicemail when reaching out.
Again, I am sorry
for the inconvenience, if you need anything else, please do not hesitate to
ask.
Thank you.Initial Complaint
Date:07/10/2023
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.
They sold me a broken guitar and won't refund or replace it. Sent a complaint a few weeks ago and they said they would get back to me about getting a replacement and never did. I demand a replacement. Now.Business Response
Date: 07/11/2023
I am very sorry to hear about your experience at the Albuquerque location. I
sent your information to the management team and District Manager and they will
be reaching out to you to resolve this and set up a return.
Again,
I am very sorry for the inconvenience. If you need anything else, please do not
hesitate to ask.
Thank
you.Customer Answer
Date: 07/11/2023
It has been taken care of. Thankyou
Initial Complaint
Date:06/26/2023
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 guitar from Guitar center on 6/2/23. Two days later I received an email stating they only had a display model with no box or paper work to go with it and asked if I wanted to move forward or cancel the order. I informed them I want to cancel the order. On 6/5/23 I still did not hear anything back from them stating my order was canceled and they were issuing a refund so I called their customer service. After hours of them calling me back multiple times to resolve this the customer service rep was able to cancel the order that was never canceled like I had asked them to do days prior and said they found a brand new one in a box in another store and placed the order for me that day. On 6/9/23 I received the new order from them, I opened the package to find that they still sent me the display model with finger prints all over it and no paperwork to go with it even after the customer service rep had said they placed a new order for a brand new one. I called customer service AGAIN and told them I did not want the display model and I wanted to return the guitar for a full refund back on my PayPal account that I made the purchase with. They sent me a shipping label and I boxed the guitar back up and had to drive to a UPS location on my own time to return the item. They stated I would receive the full refund 3-5 days after they received the guitar back. After the guitar arrived at there warehouse I waited 6 days and still had not received a refund so I called them once again. The customer service rep stated they gave me a store credit, which I was never even informed about. I told them i specifically stated I wanted a full refund on my PayPal account that I purchased the guitar with. The customer service rep said they put the request in and I would get the refund on my PayPal account. It is now 6/26/23 and I have still yet to receive any refund for a guitar they have in there hands that I purchased on 6/2/23Business Response
Date: 06/27/2023
I am very sorry for the inconvenience and thank you for the
details. I reached out to our refunding team to see what the hold up was. The second
order you placed was done with in house credit, so we were just waiting for the
credit to be transferred over so we could put it back in PayPal. Which was done
yesterday, a total of $315.85 will be returning to your PayPal account shortly.
I am very sorry for the inconvenience. If you need anything else,
please do not hesitate to ask.
Thank you.Customer Answer
Date: 06/28/2023
I have reviewed the response made by the business in reference to complaint ID 20237952, and find that this resolution is satisfactory to me.
Regards,
C**** *******Initial Complaint
Date:06/26/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I bought an acoustic Epiphone guitar at guitar center. I paid 600$ for this guitar. Recently the strings have been making no sound so I took it in for a repair. They said it was unfixable! I went to the manager to get a replacement or refund and was denied of both because it had been 45 days. There was a hump in the guitar that progressively got worse over time. 600$ is a lot of money for a guitar that doesn't play right. The fact that I bought this and can't get it repaired or replaced or refunded is painful. Please all I am asking for is a replacement. Please, this is unfair.Business Response
Date: 06/27/2023
I am very sorry to hear about the issues with your guitar, I
understand, and I deeply apologize for the inconvenience.
I have sent your feedback to the Store Manager and the District
Manager over the store, and they will reach out to you and take care of getting the guitar returned or repaired.
Please allow up to 48 business hours for them to reach out.
Again, I am sorry for the inconvenience. If you need
anything else, please do not hesitate to ask.
Thank you.Customer Answer
Date: 06/27/2023
I'm very happy to hear that. My phone number is ###-###-#### and email is [email protected] looking forward to hearing from you.
-Andrew Staley
Initial Complaint
Date:06/26/2023
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 4 lessons on May 13, 2023 from the Guitar Center in Wilmington, DE. Order # GCW4******618. Brianna attended her lessons on May 17th and May 24th and June 7th.
At the June 7th lesson, my daughter's teacher, Manny, did not teach her. She was told that he didn't book 2 well, and he spent the time playing the song himself while she sat there.
On June 8th, my credit card was charged $125 for continued lessons.
June 14th, I went into the store and tried to speak with the manager who handled the lessons. He was not available so I spoke with Manny directly. He told me that he was not familiar with the material he was supposed to teach. I asked for a refund of the $125.
I emailed the store manager, Alec Thompson, regarding the lessons and cancelling. He told me they would offer her one complimentary lesson and no refund could be provided. They did not cancel my renewing lessons as requested.
I would like to have the lessons refunded as they started her on book 2, with a teacher who did not know how to teach book 2.
$125 on May 13th and $125 for June 8th.
My specific request made:
I requested that we get a refund of the charge that was made to our credit card on June 8th for $125. Manny said that we would not be able to do that since we did not give 24 hours’ notice.
I’d refute that by saying that he should have brushed up on the materials before her lessons or given us notice that he was not able to teach her.
I would like to cancel all lessons and have a refund of $125 processed to my credit card.
their response:
As far as the refund goes, we typically do not offer refunds on lessons credits as they have no monetary value. I would suggest we get your class you had yesterday comped for you, and we can move Brianna to our other guitar teacher, D**** ********. He's more familiar with Book 2 and Book 3 and can help Brianna get where she needs to be.Business Response
Date: 06/27/2023
Hi P****,
I am very sorry for your experience with our lessons. We
appreciate your feedback. I have forwarded your feedback to the store, and the
store manager, Alec is refunding you. Please allow 3 to 5 business days for the
refund to process.
Again, I am sorry for the inconvenience. If you need
anything else, please do not hesitate to ask.
Thank you.Customer Answer
Date: 06/27/2023
I have reviewed the response made by the business in reference to complaint ID 20229552, and find that this resolution is satisfactory to me. I have been refunded the money.
Regards,
P**** *********Initial Complaint
Date:06/20/2023
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 four guitar lessons online on April 20, 2023. These lessons were completed. There were no immediate plans to continue the lessons. On May 25, 2023, my credit card was charged $210.00. Upon inquiry, the customer service representative informed me that this was a scheduled monthly charge, and I would need to contact the store for reimbursement. The store manager at Guitar Center, Inc in Greenwood, IN 46142 informed me that I was not entitled to a refund. My options were to take the four classes by the expiration in 30 days or "allow them to expire". The manager reports that this was clear at the time of purchase. However, my purchase was completed online and at no time during this transaction did it indicate that I would be billed each month. Additionally, I did not receive a contract with terms and conditions at the time of purchase. I did have to search the businesses online website to find the lessons terms and conditions. I believe that this is deceptive billing and I should be refunded $210.00 for services not rendered.Business Response
Date: 06/23/2023
I am very sorry to hear about your experience. I have sent
your feedback to the store manager and the District Manager. They will be
reaching out via phone.
In the meantime, please let us know if you need anything
else.
Again, I am sorry for the inconvenience.
Thank youInitial Complaint
Date:06/20/2023
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 was charged for lessons that I did not purchase.
My instructor delayed me two weeks and kept rescheduling, and next thing you know my lessons had renewed before I had even used three of the four I purchased.
I am moving and told him I cannot use the lessons, can, I at least get store credit, and I was told no the money was lost.
What’s more is I have spent hours of my time trying to contact someone to speak with this matter about.
I was able to speak with someone in the lessons department and they told me they would contact that store and have them contact me.
I was contacted by that store earlier today and the gentleman Cody that sold me the lessons and charged me for the ones I did not get was a real smart ass and told me I could not get my money back or trade it for store credit that it was lost.
It’s about the principal and dealing with smart ass people that steal from you.
I would like to be refunded my hundred dollars which I did not get anything for from guitar centerBusiness Response
Date: 06/21/2023
I am very sorry for the inconvenience with the lessons
billing.
I sent your feedback to the store manager and DM. And the
store manager informed me that they have spoken to you and resolved this.
However, if this does not solve your problem, or have any
other questions; please do not hesitate to ask.
Thank you.Customer Answer
Date: 06/21/2023
I have reviewed the response made by the business in reference to complaint ID 20198627, and find that this resolution is satisfactory to me.
Regards,
B**** ******
Austin at guitar center took care of me and gave me a refund. My complaint is resolved.Initial Complaint
Date:06/06/2023
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 2 sets of guitar lessons for my son (6 total) and I was able to schedule him for 2. When I went to schedule the 3rd lesson the music coordinator/scheduler couldn’t find his name in the computer ??? We emailed back and forth and he drop the ball and just ushered me away.Business Response
Date: 06/08/2023
I am very sorry about the poor experience you received at
our San Ysidro location, we appreciate
all feedback we receive. I am forwarding your feedback to the store manager and
district manager and they will reach out to you to help resolve this situation.
A member of management will be in contact with you in the
next 48 to 72 business hours.
Thank you for taking the time to share your feedback. Again,
I'm sorry for the frustration you've experienced.Customer Answer
Date: 06/08/2023
I am rejecting this response because:nobody has contacted me to resolve the issue. I need someone to call me. ###-###-####
Regards,
A**** *****Business Response
Date: 06/13/2023
Hello,
I am sorry you have not been contacted. I spoke with the store and they have been trying to reach you. If you do not see anything from them, please contact the store at (619) 662-1245 and ask for A**** ****, the store manager.
Again, sorry for the inconvenience. If you need anything further please reach out to us at [email protected]
Thank you.
Customer Answer
Date: 06/26/2023
I am rejecting this response because:Nobody from Guitar Center called me.
Regards,
A**** *****
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