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
- 253 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:04/05/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In the fall of 2022 I had used guitar center, instead of competitors, for some purchases knowing that points are received to later use for ‘store credit’. I had collected enough credit to help partially purchase a Boss Katana-Mini 7w 1x4 guitar combo, only costing $109.99. With the points received, valued at $80, I only needed to spend $32.09 out of pocket. Shipping was listed as 3-5 business days and the purchase was made March 11, 2023. I followed tracking for the order GCW*******034 and when the status still showed ‘shipper created label, package not received’ on March 21, 2023, I decided to reach out to resolve the issue. The first contacts to guitar center support were made through chat and I originally trusted the issue would be resolved quickly. After having not been contacted with a resolution, I reached out again by phone on March 27, 2023. I spoke to a representative who encouraged me that there would be a quick resolution and would call me the following day with an update. Again I waited. On April 4, 2023 I still had no resolution and was growing tired of the entire situation so I reached out to support by phone again. This time I was told there was nothing that guitar center can do until they hear from the shipper to determine who (the shipper or guitar center) was going to pay for the lost merchandise. Meanwhile, guitar center customer service stated that they will not refund my credit or money out of pocket until they are able to resolve their own issues with the shipper. My purchase was made with guitar center and guitar center is aware I have not received the merchandise and has made no attempt in correcting this situation in a professional manner, even though I have asked for a refund or new product to be shipped.
Business Response
Date: 04/10/2023
I am very sorry for the inconvenience. This is definitely
not an experience we want our customers to have.
I have spoken with my Shipping Support and Operations departments;
the claim has been processed by UPS and we are going to be refunding you.
Depending on your bank, you should see it within 2 to 5 business days.
Again, I am very sorry. If you need anything else, please do not hesitate to
ask.
Thank you.Initial Complaint
Date:04/04/2023
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.
Placed an order with guitar center online, Order #:GCW4******720 on 2/23/23 for a guitar, for a
Used 1998 Gibson Les Paul Standard Cherry Sunburst Solid Body Electric Guitar for a total of $763.72. The item did not ship for an extended period amount of time according to UPS tracking. tracking # 1Z99*********99852 even though the retailer insisted it had shipped and could arrive anytime. After much persistence on my part, guitar center finally opened up a case with UPS. Guitar center has held on to my money now for well over a month with no sign of refund any time soon. I keep getting the same story repeatedly that these claims "take a while". I am NOT pleased.Business Response
Date: 04/10/2023
I am very sorry for the inconvenience and what you went
through. I appreciate you letting us know.
I spoke with both the shipping support and operations departments
and the claim on UPS went through, and your order is being processed as a
return. You will see your refund in 3 to 5 business days (depending on your
bank).
Again, I am truly sorry for the inconvenience, if you need
anything else please do not hesitate to ask.
Thank you.Customer Answer
Date: 04/10/2023
Complaint: 19893346
I am rejecting this response because: Guitar center is only offering a refund of $609.49. The full price I was charged is $763.72 as can be seen from my credit card history. And that $609.49 includes NO reimbursement of the original shipping and handling charge paid!
Regards,
J**** *******Business Response
Date: 04/10/2023
I am sorry about that. We looked into your order, you were
missing a total of $20.50. As $132.50 was refunded on 2/27 and with the $20.50 plus the $609.49 you have been fully refunded. $763.72
If you need anything else, please reach out to us at [email protected].
Thank you.Customer Answer
Date: 04/10/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 19893346, and find that this resolution is satisfactory to me.
I apologize as I did not see the earlier refund. Once I receive the agreed upon amount I should be fully refunded.
Regards,
J**** *******Initial Complaint
Date:04/03/2023
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.
GCW3474148630 $1000
I ordered a Bass guitar on the 30th of March, FedEx failed to deliver this package Next Day Air as promised, (31st Friday)Guitar Center refunded the shipping, which I did NOT ask for, I asked them to email or call FedEx to ask them to do a Saturday delivery, because FedEx said “we want more money, because yes it was a full business day, but tomorrow is Saturday (1st or April) , so we won’t deliver until /unless guitar center calls and pays us more money to bring it a day AFTER it was to be here” I give GC a 0 out of 100 , because they insisted they had “appeased me” by giving me something I didn’t ask for. I want the guitar I gave you the money for, no a Small fraction of the money back. It’s plain lazy and it’s why They don’t deserve anyone’s business. FedEx is 10 times worse, but Guitar Center is absolute garbage, they have never sold me a “New” instrument, all B-stock, so I likely will get it broken either as it was sent or by FedEx.Business Response
Date: 04/05/2023
I am very sorry that your order was delivered later than
promised. But to do a Saturday delivery we can only apply it when the order is
placed, not when it is shipped. We do not have a way to up the shipping once an
order has been shipped, unfortunately.
A shipping refund was given to you since the deadline couldn’t
be met and we apologize for the inconvenience of that. If there is something more,
we can do to help resolve the situation, please let us know.
Thank you.Customer Answer
Date: 04/13/2023
Complaint: 19882629
I am rejecting this response because:I returned the item I purchased from them, got a receipt and they are telling me I have to investigate the fact that the employee never marked it received!!! That’s $1000 they stole from me, it was returned on the 5th of this month and I just found out that they didn’t do the paperwork, but they gave me a receipt and told me it was all good to go! help me please it took me trying them every day to even get this info today
Regards,
D****** *********Business Response
Date: 04/13/2023
I looked into it. You have been invoiced for your full
refund, it should be on the way.
Again, I am sorry for the inconvenience, if you need
anything else reach out to us at [email protected]
Thank you and take care.Customer Answer
Date: 04/13/2023
Complaint: 19882629
I am rejecting this response because:I checked my “ Gear Essentials card “ which is a loan from a company called FORTiVA with a predatory high interest rate, that has already charged me an “annual fee” of $49.00?!? . The promotional “6 months no interest” has already charged me $50 plus it seems some more interest. At no point did any employee that was telling me to try signing up for it, disclose this fee, nor did I see it anywhere when signing up, sure they may have hidden it in a fine print on page 50, but this is not a credit card, and If it is, where’s my card? and after everything I went through, to get charged $50 for the countless hours of work I did to try to get this guitar and receive one with bad electronics, and scratches all over the back, keep it for a couple of days in the box and return it, then be told to investigate what happened to it on my own; I have the pleasure of having to spend now 22+ hours in chat, phone, and email during work hours, a full weekend worth of free time, and daily check ins. Y’all need to take care of this, and reach out to me again, I am free 5-9PM EST - this just keeps getting worse.
Regards,
D****** *********Initial Complaint
Date:04/03/2023
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.
The have advertised that a guitar was available I ordered it and it was not my money was tied up for several days and the gear card still has a balance for nine days l call and am told it will take a couple of hires to come off it has notBusiness Response
Date: 04/05/2023
I am very sorry to hear about the frustration you had with
your order and card. But I am pleased to let you know that we contacted Synchrony
bank and got the hold removed. Your funds should be freed up.
Again, I am sorry for the experience, if you need anything else,
please do not hesitate to ask.
Thank you.Initial Complaint
Date:03/29/2023
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 signed myself and my two daughters for classes. The store put our credit card on auto pay. There were times the instructors didn’t show up and when we spoke to the manager they said they’ll do a make up class but never did. When the instructor absence was too often I asked to stop my classes and refund the money for the missed classes with no response from the manager. I emailed with the same request and never got an answer. I called and was told that it will be a while for it to process. It has been over a month and I was charged again for classes I stopped. I tried calling their headquarters service line and was told that they can’t help me and I’ll have to refer to the branch manager who already is ignoring my request.Business Response
Date: 03/31/2023
I am very sorry about the poor experience you received at
our Bridgeton 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:03/27/2023
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 purchased earplugs from Guitar Center on Sunday, March 19, 2023
The item I bought was a poor fit for me, something I could not have determined in the store as there is no display model. At the time of purchase I was not informed that the item was not returnable. When I tried to return it three days later I was told that they could not accept it because it had been used.
If it's impossible to try it out prior to purchase, customers should be informed that if it doesn't work out for them they are out of luck. My salesperson did not tell me this. I saw no signage to indicate this at the point of sale. There is also nothing on my printed receipt to indicate this.
When I called Guitar Center's customer service line I was told that there was nothing they could do for me and that my only recourse would be to speak with the store manager. I then called the store and spoke with the manager. I got the same response: Not returnable. Not our problem.
I am now stuck with an item that does not work. Had I been informed of this return policy prior to purchase, I never would have bought it. I feel like I fell into a deliberate trap. In my opinion Guitar Center owes me the $39.99 plus tax that I spent and they owe ALL of their customers the courtesy of a clear explanation when 'non-returnable' items are being purchased.Business Response
Date: 03/28/2023
I am sorry about your experience with a non-returnable
product. Could you please send us your sales number and what store you visited so
we can reach out to the management team to contact you?
You can either respond via BBB and give us the information,
or if you so choose you can email us at [email protected] with the
requested information and we can get on sending your feedback over.
Thank you, if you need anything else please do not hesitate
to ask.Customer Answer
Date: 03/28/2023
Complaint: 19851169
I am rejecting this response because:As stated in my original complaint, I have already spoken with a representative at the company's main customer service line AND have already spoken with a member of the store management team. Their proposed solution is to put the management team back in touch with me. How and why would this result in a satisfactory outcome now when they've already had ample opportunity to produce one?
Regards,
J******* ******Business Response
Date: 03/30/2023
Again, I am sorry for the inconvenience. I would like to
offer you a credit on account for the inconvenience. However, we still would
need your receipt/ sales number in order to do this. For your name, email and
phone number do not show up in our system and we see no history of the sale. You
can send it to us at [email protected] so that we may have the opportunity to make this right.
Again, I am sorry about your non-returnable product, thank
you for reaching out.Initial Complaint
Date:03/23/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have an issue with guitar center selling broken used equipment as fully functionally tested. I had in February bought a steinberg audio interface, this had a faulty headphone out which caused distortion when jiggled, I returned it for store refund and bought a universal audio volt 1 audio interface expecting it to be fully functional. While getting the volt 1 i noticed the staff member put the defective steinberg on the sell shelf again without testing its function. I believe he had processed it wrongfully as a return and not a defective return.
Unfortunately by the time I had procured the testing equipment to fully test the new volt devices xlr function the return window passed, but this is a defective sold item not a standard return. it turns out that there is a defect causing electrical shock to user when used with microphone and the user touches it. I had called the store to see if they could rectify this lack of properly testing and they sat there and arbitrarily without looking at the device **** was the employee on the phone determined manufacturer defect and rudely stated the return policy again to me. My issue is not that I want to return but that they are selling a defective product and falsely advertising it as functional.Business Response
Date: 03/27/2023
I am very sorry about the poor experience you received at
our South Bend 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:03/22/2023
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 or about March 1st, 2023, I ordered a Kustom PA50 speaker from Guitar Center online. Between the time it was ordered and the 10th, I attempted to track the order, but found that there was a glitch in their site, and could not retrieve the information on my order. The cost for the speaker + tax/shipping was $162, and was deducted from my First Progress card account. I called the customer service team for Guitar Center on the 10th asking about the shipment, but the man who took the call had problems initially trying to find the order. Once he was able to find it, he could not give any reason that it had not yet been shipped, as it was in stock at their hub as well as locally at the Plano, Texas, site. I asked him to cancel, and he said he would do so and the money would be released back to my card. He said I would receive an email from him directly afterwards with the cancellation info. After a few more days of no refund and no shipment or email follow-up, I called again, this time talking to Kylr Lewis in customer service. He indicated that the order was still open, but again was not certain as to why the speaker was not shipped. Again, I asked that the order be cancelled and refunded. They had my $162 on hold, and he said that with the order cancellation email confirmation, it would automatically release the funds back to my card. A week later, after calling First Progress, I was told by First Progress that the funds were still being held by Guitar Center, despite the confirmation (photos attached as evidence), and that until they released it, it would not go back to the account. As seen in the photos of my First Progress online account, I have a credit line of $300, with a current balance of $138. There's no transaction history for the purchase, though the exact amount held by Guitar Center is missing from my available credit. Between the two, my money has disappeared and is causing me to lose work, as I can not use the card to purchase fuel for my vehicle.Business Response
Date: 03/24/2023
I am sorry you had a poor experience with both your order
and trying to cancel it. I looked on your account and we are currently showing
that we are no longer holding the authorization on your card. If you are still
not seeing the money you should dispute it with your bank for we are not
holding on to any money on our end.
Again, I am sorry for the experience. If you need anything else
please do not hesitate to ask.
Thank you.Initial Complaint
Date:03/20/2023
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.
The guitar salesman sold me a 3k dollar guitar telling me it was new. It was used. He also told me I would have 12 months no interest. I put my account on auto pay and on the 7th month I was charged $500 dollar finance charge for not paying it in 6 months. That is how i found out it was a used guitar because on used guitars you only get 6 months no interest. When I called that guitar center i asked to speak to the manager and they connected me with the original sales person posing as a manager. He was very rude and told me I should of known it was used. He also stated that new D28's sell for 5k dollars, which is a lie. The store has a culture of collusion. I cannot get anyone to help me. I paid full brand new price for an 8 year old guitar. I am so upset I have not ever been ripped off and treated so disrespectfully. It is atrocious.Business Response
Date: 03/24/2023
I am very sorry about the poor experience you received at
our San Antonio 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.Initial Complaint
Date:03/20/2023
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.
Damaged Product and used product (see attached email)
Order Number: GC******27
Order Date: 1/22/2023
Ship To: Guitar Center Mesa #156
1652 S. Val Vista Dr.
Product Description: 2 - QSC KW152 Active 1,000W 15" 2-Way Loudspeaker
Order Total:$3,933.86
Below is my email to the store about this issue.
-----
I just picked up my new QSC KW152 speakers (1 pair) from the Mesa, AZ Val Vista Guitar Center today.
Upon opening the box I immediately noticed the following issues.
1. The first speaker was obviously NOT new. The box had evidence of being previously opened and then re-taped. The staples were all bent and not in their intended sealing position.
The power cord and speaker were NOT wrapped in foam/cellophane. Additionally, the speaker had blemishes from use along the side and the power cord looked like it simply been tossed in the box.
2. The second speaker appeared to be new, however, there is a substantial dent in the top of speaker.
Please see attached photos taken moments after opening each box.
I am very frustrated and disappointed about this. I spent a very large amount of money on these particular speakers and it seems that one was perhaps used or a demo, and the other speaker had damage (see photos attached).
I really do not want to have to exchange them. It is such a hassle. Is there some way I can be compensated for these issues?
I have spent a great deal of money over the years at Guitar Center. I have been a loyal customer for many years. This kind of problem simply should just simply not happen.
Please let me know what Guitar Center is willing to do about this?
I await your response.
Thank you.
Bill Miles
###-###-####
Order Number: GC20****27
I am requesting a partial refund to compensate me for the damage and used product.Business Response
Date: 03/23/2023
I am very sorry about the poor experience you received with
your order, we appreciate all feedback we receive. I am forwarding your
feedback to the store manager and district manager of the store that shipped
your order to you 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.
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