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Business Profile

Music Instrument Store

Guitar Center, Inc.

Complaints

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

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Guitar Center, Inc. has 155 locations, listed below.

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    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 Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/15/2023

      Type:Billing Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a four-lesson package for our daughter, A***** ****, in December 2022. I was not told that my card would automatically be charged every month for additional lessons, nor was I told that under no circumstances are there refunds for lessons not used. This is in the fine print, but not explained. I visited the Guitar Center to ask for a gift card for lessons paid for but not used, and I was told "the computer will not let me do that." I am not asking for money back, but for a gift card or some other way to get value for lessons automatically charged to my card but not used.

      Business Response

      Date: 03/20/2023



      I am very sorry about the poor experience you received at
      our Roosevelt Square 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:03/07/2023

      Type:Delivery Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This is my order number for my guitarcenter.com order : GCW3*******74
      I purchased one item from Guitar Center, on their official online webstore, a Neumann TLM 103 Condenser Microphone Black, Item: 15*********81. The MSRP of this item was $1,095.00 and a total value after tax and shipping of my order coming out to $1,203.13. I purchased this item with 3-5 day shipping, and ultimately, I have still never received the item to this day. I've gone back and forth for months over both email and over the phone with a slew of guitar center representatives, but none have offered me any help or resolution. This music equipment was necessary for my job, and ultimately hindered and impacted my work life and work experience in the last year. I'd like this order to finally be resolved and settled by them, and I really would appreciate their assistance and I hope that they can respect the patience that I've had over the last few months. I know that there are human errors that do occur, so I can understand that not everything goes perfect, however, the audacity of some of the employees to promise me help, reply, then end up ignoring my messages does not seem like good business practice or customer service. I've always enjoyed going to guitar center stores growing up and I've bought many items in the actual brick and mortar locations, so I hope that the business does right by me. I am looking for a refund, as I never received the product I have ordered, and at this point, I have selected other products that seek to fit my needs as I was waiting for such a long time for this.

      Business Response

      Date: 03/10/2023



      I am very sorry about your order experience and that you
      have never received it.
      I looked up your order, and on 4/19/2022 UPS informed us “through
      a phone call with Branlee, the item was delivered as addressed.” And we
      reopened the investigation at your request the following day and UPS confirmed
      with us again that they contacted Branlee Branson by phone and confirmed the
      item was delivered as addressed.

      If you still claim to have never received it at this, we
      suggest that you file a theft police report and file the loss with your homeowners
      insurance since UPS has confirmed that it was in fact delivered.
      Again, I am sorry for this whole situation, and I hope you
      get it resolved. If you need anything else, please do not hesitate to ask.  
      Thank you.
    • Initial Complaint

      Date:03/02/2023

      Type:Product Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The store fraudently charged my checking account without my permision for a lesson subscription that I never agreed to join. I have email confirming they cancelled the subscription and the refund was to be issued via the payment method. They have not issued a refund. See the attached email dated 2/17/2023 at 1:11 PM.

      Business Response

      Date: 03/06/2023



      I am very sorry about the poor experience you received at our Allentown 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:02/27/2023

      Type:Billing Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a guitar middle of last year. They had a special to purchase one month of guitar lessons. I signed up for the month and never used them. I later found out that they switched to a new computer system and that they claimed they sent me an email that now made this a subscription service and that if I didn't respond to the email it would automatically go into effect. I went to the store and spoke to the store manager twice. Both times he said he would look into it and call me back and did not either time. I then attempted to dispute it twice with my guitar center credit card and they advised that after speaking with guitar center they would not take this off of my bill. I did end up using only one lesson out of months that I was charged for.

      Business Response

      Date: 03/01/2023



      I am very sorry about the poor experience you received at our
      Algonquin 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:02/27/2023

      Type:Delivery Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On February 03, 2023, I placed an online order for a Used Keeley Mini Compressor guitar pedal. Order GCW********33. Somehow Guitar Centers system appended the city used to live in, Beverly, to the address. So, the shipping address was incorrect. The item was shipped via UPS who somehow translated the address to a location in Everett, MA and delivered it. I opened 2 cases with Guitar Center. The first case I opened on 2/14 and was orphaned meaning the agent stated he was going to help and never responded. I opened a new case 02/23. The rep has spoken with the manager of the store Chris Rodriguez, who is refusing to refund my money so I can purchase a replacement item. Now I not only never received the item, but I'm also out $117.95. This absolutely not fair.

      Correct Address:
      ** ******* *** ***** Salem, MA 01970

      Adress that item was shipped to:
      ** ******* *** ***** Salem
      Beverly, MA 01915

      Business Response

      Date: 03/02/2023

      Hi, W******.

      First, I wanted to apologize for the situation, we take all
      feedback seriously and I appreciate you reaching you.
      Second, I pulled up your order on my end. The address on the
      order is the correct one in Salem, but UPS took it elsewhere for some reason.
      We have opened a trace to investigate this.

      Just so you know, the process of our trace as per our policy
      is: It takes 8 to 10 business days for our team to hear back about our trace.
      And in the meantime; you may be contacted by UPS. Please allow our trace to go
      through and you will be reached out to when we hear back.

      Again, I am sorry for the inconvenience. If you need anything
      else please do not hesitate to ask.
      Thank you.

      Customer Answer

      Date: 03/02/2023





      I have reviewed the response made by the business in reference to complaint ID 19492973, and find that this resolution is satisfactory to me.




      Regards,



      W******` *****








































    • Initial Complaint

      Date:02/17/2023

      Type:Sales and Advertising Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I recently purchased a set of headphones from Guitar Center online - the transaction and pickup went smoothly enough. No complaints there.

      However, every few weeks afterward I receive marketing emails from Guitar Center. This isn't unusual - it's an unfortunate reality that companies will bombard you with marketing emails until you tell them to stop, but this is where Guitar Center is different. They do not offer a mechanism for you to unsubscribe from these emails and instead direct you to email THEM, asking to be unsubscribed from their marketing emails.

      This alone is in direct violation of the CAN-SPAM act - but fine. I emailed them requesting to be unsubscribed from their marketing emails. I'm sure you can guess what happened next. Another marketing email. And another. And another. I've sent multiple unsubscribe emails, I've clicked their non-functional unsubscribe button, and nothing. I don't know if it's malice, negligence, or incompetence but something needs to give here.

      Do better - respect your customers.

      Business Response

      Date: 03/17/2023



      I am very sorry that you have been receiving unwanted
      emails. I have sent up your requested to have you removed from all mailing
      list. Please give it a few days to take effect.
      Again, I am sorry for the frustration. If you need anything else,
      please do not hesitate to ask.
      Thank you.

      Customer Answer

      Date: 03/17/2023





      I have reviewed the response made by the business in reference to complaint ID 19417809, and find that this resolution is satisfactory to me.





      Regards,



      J***** ******








































    • Initial Complaint

      Date:02/16/2023

      Type:Billing Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My partner purchased a guitar and 4 free lessons for me for Christmas, Dec 2022 from the Guitar Center in Tukwila, WA. On Jan 2, 2023, I scheduled my lessons using the gift card I had received for the pre-paid lessons. I was told that I would need to provide a credit card to have on file in the event I wanted to continue beyond my free lessons. I squawked about having to provide a credit card to use pre-paid lessons & was told that it was Corp. policy, but I wouldn’t be billed if I decided not to continue with lessons following the pre-paid lessons.
      My first lesson was on Jan 17th. As of 2/12 I have only had 2 lessons. After reviewing my credit card statement, I noticed I had been billed for a month’s worth of additional lessons. I called and spoke to ***** the lessons manager to notify him that I was incorrectly billed and was told that it is corporate policy, and they could not offer me a refund that it is subscription based similar to a gym membership. That “key” piece of information was NOT shared with me when they told me that had to have a credit card on file. I would never have signed up for a $117 month subscription that you use it or lose it. I was told that the only way that I could keep them from billing me for another month’s subscription on Feb 28th was to remove my credit card from the file and by doing so, they could no longer honor rescheduling any unused lessons that I have already paid for.
      I feel like this is theft. Not only was I unable to use the full gift card my partner paid for, but I was charged in advance for a useless monthly membership service that I was unaware I was signed up for. Initially, I was willing to reschedule the remaining lessons with another instructor but that wasn’t even an option on the table (unless I left my card on file to be charged again), very disappointing! I have filed a dispute with my credit card company and hope to get a credit for the unauthorized charge.

      Business Response

      Date: 02/20/2023



      I am very sorry about the poor experience you received at
      our Tukwila, 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. If you need anything else, please
      do not hesitate to ask.
    • Initial Complaint

      Date:02/15/2023

      Type:Delivery Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On February 13th I placed an order for a fender amp that the system said there were several available for pick up from San Ysidro, CA store. I got and order confirmation email. This was for my son's birthday on Feb 14. Since I never received an email for confirmation of pick up time I called their 866 number. This is where I lost it. The first moron I talked to blamed the store or a system glitch and advised me to call the stores. I call the store and some moron who sounded like the typical stoned dumb musician proceeds to laugh at me at tell men "HE JUST SOLD THE LAST ONE" and I had to wait several days to go pick up another one. I call the 866 number again and now another rep said she was going to overnight from the distribution center. Then 2 minutes later I just get an email stating that my order was cancelled. So now I have a hold on my credit card for the funds and no AMP to give to my son for his birthday. SCAMMERS. THIS WAS MY FIRST EXPERIENCE WITH GUITAR CENETR AND IT WAS MY WORST EVER ONLINE EXPERIENCE. YOU ARE A BUNCH OF INCOMPETENT PEOPLE

      Business Response

      Date: 02/20/2023



      I am sorry for the incontinence you have had trying to get
      your amp for your son. We are having Jade reach out since she was helping you
      recently to help get this situation resolved and your amp on the way.

      Again, I am sorry for the inconvenience, if you need
      anything else please do not hesitate to ask.
      Thank you.

      Customer Answer

      Date: 02/21/2023





      I am rejecting this response because:

      Just give me my refund. You guys put a hold on my card and it is till there. I DON'T WANT ANYTHING FROM GUITAR CENTER EXCEPT FOR MY MONEY BACK. I already bought a the amp through another reliable source that didn't lie about their inventory. Give me my money back.




      Regards,



      J**** ********


























































      Business Response

      Date: 02/21/2023



      I am sorry that we weren’t able to assist you with your amp.
      As far as your refund shows on our end it shows its been cancelled for 7 days.
      If you are seeing a charge still you will need to call your bank and see if
      they can release the funds that are tied up.
      If you have anything further you can email us at [email protected].
      Thank you.

      Customer Answer

      Date: 02/21/2023





      I am rejecting this response because:

      The thing that really bothers me is how you DON'T GIVE A DAMN at all about customers experience. I am an idiot myself for not reading other's reviews. How can you morons show INVENTORY, but then you DON'T HAVE IT. How the hell can you call yourself an online company if you morons can't even figure out the most basic part of your business, INVENTORY. And then all you do is blame CUSTOMERS. Again NO OTHER ONLINE COMPANY IS SUCH A GODDAM HEADACHE like Guitar Morons Center.


      Regards,



      J**** ********


























































    • Initial Complaint

      Date:02/14/2023

      Type:Billing Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On December 27, 2022, I purchased a Boss Katana 100 Limited Edition White Combo Amplifier from the Guitar Center Warwick, Rhode Island store. The amp retailed at the time for $399.99.

      When I brought the item home, I opened up the box and discovered the item inside was actually the standard Boss Katana 100 Combo Amp, which is black, and retailed at the time for $349.99.

      I immediately contacted the clerk and explained the situation. I told him I would be happy to keep the black amp as long as the $50 was put back on my credit card. He said he couldn't do it over the phone and I would have to being the receipt in for the adjustment. He mentioned I had 45 days to do this.

      Due to work and personal commitments, I was only able to return the store tonight to ask for the adjustment. I was told that, due to the 45 day return/exchange policy, they would not be able to give me the $50 back. I was also told that I would need to show them the box or somehow provide further proof of the error.

      I mentioned that this was neither a return nor an exchange, and that I did have a picture of the amp in question on my phone, but I did not have one of the box it came in at that time. Again, I was told they could not credit me the $50 I was owed.

      After leaving the store, I contacted the GC customer service line, but was told they could not assist me since it was an in-store purchase.

      I'm disappointed that the situation could not be resolved. I have been a good customer for over 20 years and went to the store with the receipt and photo proof that the item I purchased was not the one in the packaging. This situation was in no way the fault of the customer, and yet I'm down $50.

      I'd like to remain a Guitar Center customer but this situation has left me no other choice but to look at other stores for future purchases.

      Business Response

      Date: 02/17/2023

      I am very sorry about the poor experience you received at
      our Warwick  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: 02/20/2023





      I have reviewed the response made by the business in reference to complaint ID 19401420, and find that this resolution is satisfactory to me.




      Regards,



      S**** ******








































    • Initial Complaint

      Date:02/09/2023

      Type:Product Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Purchased an item online, it arrived in terrible condition and missing parts. I was told to contact the store and I would be refunded, however the ~$60 in shipping charges would not be refunded.

      Business Response

      Date: 02/13/2023



      I am very sorry for your recent experience. I understand the
      frustration you feel.
      I have went ahead on my end and refunded the shipping. If you
      would like to set up a return I can do it for you, or you can take it into your
      local store.
      Again, I am sorry for your experience. If you need anything
      else, please do not hesitate to ask.

      Thank you.  

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