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:05/01/2023
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.
In November, I purchased a $99 Guitar Lesson. Unfortunately, I was admitted to the hospital and had a long recovery. I called when I started to feel better and they said for me to just call when I started to feel better to come in for lessons. I stopped by in-person when I was ready to get started. Unfortunately, when I arrived they said that they could not approve the lessons despite the fact that they had the receipt but I did not find the actual gift card. They also confirmed that the lessons were not redeemed. They literally looked up the receipt and located it with all of my information yet refused me lessons. I could not understand what was going on since they located the receipt. I have proof of purchase from my credit card. I am an African American female and I can not figure out any other reason why they refused me my lessons - that I PAID for in FULL. Why was I refused lessons at the Duke Street Alexandria location?
Business Response
Date: 05/01/2023
I am very sorry about the poor experience you received at our
Alexandria 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.Initial Complaint
Date:04/27/2023
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 called to explain noise black keys make as if is released. It sounds like key makes a thumping noise as if it is hitting wood. I called Roland and they gave me name of repair - [email protected] Phone ###-###-####. He took piano apart and when he finished & put piano back together he heard the noise again.Business Response
Date: 04/28/2023
Hey N******,
We are sorry to hear you’ve been having issues with your
piano. To get it fixed you will need to work with manufacturer for the piano is
outside of our return policy since you purchased in back in August of 2022, and
our return policy is 90 days.
Again, I am sorry for the inconvenience. If you have any
further questions please do not hesitate to ask.
Thank you.Initial Complaint
Date:04/24/2023
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 ordered a guitar on the 17th of April. As of writing this it is the 20th. I have called and requested the verification department multiple times and was given a false number, that was unrelated the guitar center entirely. I have a different billing and shipping address on the order and nobody will let me verify it. I spent just under 400 dollars on a guitar just to be denied the chance to verify the information so that I may receive it. I understand that phone lines may be busy but I have been on hold for over 30 minutes waiting for this very specific department. No email verification has been sent to me, nor has shipping information. I just want the guitar I paid for to be shipped. The policy is 3-5 days shipped but i’ve waited over 2 days just for it to not be shipped at all.Business Response
Date: 04/24/2023
I am sorry for the inconvenience, and we appreciate your
feedback. I looked into this for you and I saw the order has been shipped and
will be to you tomorrow and I see the billing is different from the shipping
address, so no worries there.
Again, I am sorry for the inconvenience. If you need
anything else please do not hesitate to ask.
Thank you.Initial Complaint
Date:04/19/2023
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 4 units of the Harbinger MLS900 Active Personal Line Array PA System and one of the units was defective upon arrival. I reached out to the manufacture as suggested immediately, and this company has put forth little to no effort to resolve my issue.
It takes them about a week or so to respond, via email on average and good luck with calling them and expecting a call back.
To some of my experience, this is a very unprofessional group of workers.Business Response
Date: 04/19/2023
I am very to sorry you have been having issues getting your speaker
fixed. We will reach out to Harbinger to get this escalated.
Again, I am sorry for the inconvenience. In the meantime, if
you have any further questions, please do not hesitate to ask.
Thank you.Customer Answer
Date: 04/20/2023
Complaint: 19951358
I am rejecting this response because: I'm not going to be happy until this issue is fully resolved, I have been in communication with this company since last year regarding this issue.
Regards,
C***** *******Business Response
Date: 04/25/2023
Hi Cedric,
I am sorry about the delay. We spoke to them directly and
they should have another one on its way right now. You should see it in a few
days.
If you need anything else, please do not hesitate to reach out at [email protected] and we can assist you further.
Thank you.Customer Answer
Date: 04/28/2023
Complaint: 19951358
I am rejecting this response because: I'm sorry it's taken so long as well, but I do appreciate your response and just know I AM NOT going away until I get what I paid for, which is a working unit.To show my diligence and efforts in trying to resolve this issue the way Harbinger policy outlines, I included my attempts to reach them last year, which dates back about 6 months now.
Harbinger did send a unit out on 04/25, but only after I send another email to Musicians Friends, but they sent the wrong part again.
Harbinger knows that needs to be done, which is send another Subwoofer but they are avoiding it by sending the top, which is a passive unit. There is nothing wrong with the top, as I have emailed and stated before, all of the electronics are in the subwoofer unit (amplifier/ crossover). I bought 7 units, 3 went to a funeral home, and 4 for business use. I knew the problem did not exist with the top from the beginning because the unit that is defective did not work when I used the tops from my other unit.
I have no problem taking my unit to get serviced, they just need to tell me where to go OR send the right thing.
I have plenty of other photos to share, but I was limited to 5. Please respond back and I will continue to paint a vivid picture of the type of customer service and support I have received since reaching out to Harbinger.
Regards,
C***** *******Initial Complaint
Date:04/18/2023
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 four items from Guitar Center on March 24, 2023. Two of the items were deliver, the other two were not delivered. I contact Guitar Center and informed them and they were able to redirect the shipments back to them. Since then, I have tried NINE times to get my money refunded. Unfortunately, all of those nine calls were unsuccessful. I can not understand how a company as large as Guitar Center can’t accomplish a task so simple. My last call was with Eduardo Yanez who actually accused me of creating the problem.Business Response
Date: 04/19/2023
I am very sorry that you have had issues with getting your
refund. We looked into it, and we see a refund has already been sent back to your original payment method. At
this point; once the bank processes it, you will see it in your account.
Again, I am sorry for the inconvenience, if you need
anything else please do not hesitate to ask.
Thank you.Customer Answer
Date: 04/19/2023
Complaint: 19951206
I am rejecting this response because:
This is exactly what I’ve been told for several weeks. It doesn’t take several weeks to process a refund. As you can see by the attached, Guitar Center has not processed a refund. I should not be required to wait any longer for Guitar Center to fulfill their obligation to me.
Regards,
M****** ****Business Response
Date: 04/20/2023
I am sorry you have not seen the refund yet. To clarify, it
was processed on Tuesday so you will see it between now and Monday. The refund
was sent to the card ending in 1695.
I am sorry for the wait, but if it does not show, I do
suggest calling your bank.
Any further questions feel free to email us at [email protected]
Thank you.Customer Answer
Date: 04/24/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 19951206, and find that this resolution is satisfactory to me. However, I think any prospective customer of this venue should know just how terrible this company is.
Regards,
M****** ****Initial Complaint
Date:04/18/2023
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.
On March 21st, 2023, I went into the store to purchase a guitar and signed up for lessons while I was there. The associate told me I'd be signing up for 4 lessons and said he had to input my card manually which I thought was odd considering I had just inserted my card for the guitar purchase. He did not explain I was signing up for a subscription or that my card would automatically be charged the next month. I contacted customer service and explained this to them but they said lessons were non-refundable even though the new charge was still pending and I hadn't given them my approval to store my debit card information. I attempted to contact the store where I made the initial purchase and was given the same response. Now I have to get my debit card replaced and they refuse to refund the $125 they charged without my authorization.Business Response
Date: 04/18/2023
I am very sorry about the poor experience you received at
our Northridge 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.Initial Complaint
Date:04/17/2023
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 3/30/2023 I purchased a Bose L1 Pro 16 tower from Guitar Center. At the time I asked him to price match another vendor which they said they could do but it would take a couple of days before they could process the price match. What they recommended was purchasing the unit (which I did) then I could come back in store and request the difference in a refund that way I could get the unit at the price match but not have to wait. My order number is Order #: *********8.
I went back to the location in Westlake Village CA went to the front desk a store associate offered to help me. Showed him my receipt from the one I purchased told him I would like the difference for the price match he said sorry can't help you, requested I call corporate. I've called corporate again everyone says sorry you have to go in store. I go in store and they tell me to call corporate. Bottom line is that Guitar Center does not honor their price match policy and this is now the 2nd time in 3 months where they've run me in circles. It's false advertisement to their customer base. Store says call corporate, corporate says to go to the store......its just a never ending cycle they do so that eventually you give up and then they don't have to honor price matching.
Here is the link showing the price difference from the other online vendor:
*************************9555&utm_content=blend_feed&utm_medium=blend&utm_source=google¤cy=USD&cmp_id=19885925727&adg_id=14*********6&kwd=&device=c&gclid=Cj0KCQjww4-hBhCtARIsAC9gR3YV-oEUo2zlMF_bgTLZwg9KW3JGWYkYy-mwhbv10U1tCmiRSVqwtDwaAoh4EALw_wcBBusiness Response
Date: 04/17/2023
I am very sorry about the poor experience you received at our
Westlake Village 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: 04/19/2023
I am rejecting this response because: It's now been 2 days no one from the business has called, texted, or emailed. No communication from the business as promised in their last response.
Regards,
A**** ****Business Response
Date: 04/19/2023
I am sorry you have not heard from the store yet. However, we
reached out and spoke to the store. And our policy does mention we will only
price match if the price match in question is from an Authorized Dealer. We
reached out to Bose directly and they informed us that Vidlogix is not an authorized
dealer as they are claiming to be. Therefore, we cannot price match that price.
And hence why the store cannot price match.
However, if you’d like you can still make a return for a full refund if that
is your preference. Anything further please contact us at [email protected].
Again, I am sorry for the inconvenience.
Thank you and take care.Customer Answer
Date: 04/20/2023
I am rejecting this response because: Funny then why didn't your store associate communicate that at the time of purchase. Bait and switch as per usual. This is what you guys do every single time on price matches. Taking my business elsewhere like many local musicians, done with the games at guitar center.
Regards,
A**** ****Initial Complaint
Date:04/13/2023
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.
My husband & I purchased guitar lessons for our son at Guitar Center (location **** ****** ***** Blvd, University Park, FL 34201).
We are required to pay 1 month ahead for lessons. DUE TO NO FAULT OF OURS Guitar Center cancelled lessons for various reasons which resulted in us accruing 7 credits for missed lessons. The instructor (along with many other employees) my son had left the establishment. This location has many issues including non working air conditioning. In Florida A/C is a must especially while in a small padded room.
Since my sons instructor has left we chose to follow him - as I think most would based on the conditions of the business and staying with the instructor he has had since starting lessons.
Upon canceling our lesson we were instructed that the 7 credits we have can NOT be refunded.
What they offered is reschuleing those 7 lessons with another instructor and those must be used within 30 days which is impossible when you only go once a week. They are offering a resolution that can never make me "whole".
I CALLED AGAIN TODAY to try to resolve the issue and was spoken to very rudely and was refused any type of refund. The attitude I recieved was very unprofessional.
I feel the attitude I received was uncalled for.
Guitar center ALLOWED MY CREDITS TO ACCRUE and confined to bill my credit card each month even though they owed me ALMOST 2 MONTHS OF SERVICES PAID BUT NOT RENDERED !
When we inguired months ago about the credits and asked them to be applied they said that was not possible and continued billing.
Guitar Center uses "trickery" and HOLDS customers money when guitar center cancel lessons to no fault of ours.
When contacting the store I was told that I signed a contract. I do not dispute signing something BUT it was never mentioned that cancellations due to NO FAULT OF OURS would NOT be refunded.
We are BEYOND dissatisfied with Guitar Center and we will also be filing complaints with 9 Florida agencies.Business Response
Date: 04/14/2023
I am very sorry about the poor experience you received at
our Sarasota 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.Initial Complaint
Date:04/12/2023
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.
Online purchase of Paramount PM-1 Acoustic Electric Guitar Right Handed. Was sent a completely wrong model that was only acoustic plus left handed and obsolete. Reached out to customer service who would not replace my purchase which was $439.78 with the appropriate model just stated you can take it back to the local store. There is no store in this state nor in 200 miles. I feel completely taken advantage of and feel this was an intentional act on their part.Business Response
Date: 04/13/2023
I am very sorry you got the wrong guitar and have had a poor
experience trying to get it corrected.
Used items come from Guitar Center stores, so I reached out
to the store that sent the guitar to you and instructed the store manager and
or district manager to reach out to you.
Expect to hear from them in 48 to 72 hours.
Again, I am sorry for the inconvenience, if you need
anything else please do not hesitate to ask.
Thank you.Customer Answer
Date: 04/13/2023
Complaint: 19926094
I am rejecting this response because it does not address or initiate a refund for the incorrect merchandise. It only has me communicating yet again the issue at hand with another guitar center agent.
Regards,
C****** **********Business Response
Date: 04/14/2023
I am sorry you have not gotten our calls. We have been
trying to reach out to you and offer to correct this and set up a refund, and even left a voicemail on your phone, and when
we ***empted to reach out today the voicemail box was full. Please call our
Kalamazoo location at 269-276-9344 at your earliest convenience and ask for
M***, the store manager. He will set everything up for you.
Again, I am sorry for the inconvenience. If you need
anything else feel free to email us at [email protected].
Thank you.Initial Complaint
Date:04/11/2023
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.
- Transaction date: 10/05/2022
- Amount of money paid $101.25
- I was trying to reactive the account which was closed by my husband. We have unused balance from their store. The store manger S***** promised that it won't charge my credit card. He would use store gift card to do their internal process. My credit card was only for record. But it was charged on my card.
-When i found the charge and called S*****. He said he made a mistake. He said he can't refund me from his side. He asked me to dispute credit card.
-My credit card company approved my dispute but taken the credit back on 03/01. They said the merchandise didn't approve.Business Response
Date: 04/12/2023
I am very sorry about the poor experience you received at
our Dublin 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: 04/25/2023
Complaint: 19923641
I am rejecting this response because:I didn't receive phone call or voice message.
Regards,
C****** **Business Response
Date: 04/26/2023
I apologize for the delay. I did get word that the store
manager reached out to you today.
Thank you for your patience, if you need anything else feel
free to reach out to us at [email protected]
Thank you and take care.Customer Answer
Date: 04/27/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 19923641, and find that this resolution is satisfactory to me.
Regards,
C****** **
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