Complaints

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

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

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• 

  Guitar Center, Inc.

  PO Box 7470 Westlake Vlg, CA 91359

  
• 

  Guitar Center

  26635 Brookpark Rd. Extension North Olmsted, OH 44070

• 

  Guitar Center Stores, Inc.

  17135 W. Bluemound Road Brookfield, WI 53005

• 

  Guitar Center

  3801 Mall Rd Ste 150 Lexington, KY 40503-4406

• 

  Guitar Center

  1200 South Clearview Parkway New Orleans, LA 70123

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.

• Initial Complaint

  Date:02/06/2023

  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.

  I purchased an electronic drum set from guitarcenter.com brand new & they sent a used set. Had to pack it up, send it back and order another. I had to go into the store to purchase a pedal and while paying, an employee tried to sell me their insurance plan which is through a third party. I initially declined because also being in the retail business, I knew that typically those plans are horrible to deal with and so I expressed this to the employee. The employee stated that their insurance is much better and rather than repair, they replace. After this being explained, I purchased the plan. A few months later, my set stopped working and so I reached out to the insurance. Nobody responded. I kept trying, no reply. Put on hold for literally hours. I notified the store manager, Adam who said to keep trying which I did. Months later, I was still trying and reached out again to the store manager who at this time said he'd replace my set and I was extremely happy. I have every email exchange between myself and Adam. I had asked him about a particular set. Roland 307. It was a step up than mine. I wasn't set on getting another electronic set considering my current issues. He told me to come in abs he'd show me that set. I went in and he pushed the Roland 503 which is a very expensive set. He told me it was on clearance. I asked how much more I'd have to pay for the entire set, he told me and showed me to take a photo of the computer screen that showed the price because I had been recording what he was telling me because I told him, I'd never remember. I'm a new drummer and knew absolutely nothing about what he was saying. He told me, it was easy to assemble. I purchased, and two stands were missing. He never told me these two stands did not come with the set. I emailed him as I was assembling. He told me to come in & he'd give me the stands. He gave me two used stands that do not go with the set. He's been extremely unprofessional, rude and I've caught him in a lot of lies

  

  Business Response

  Date: 02/08/2023

  
  
  
  
  I'm sorry for the frustrating experience with the Guitar
  Center in Lake Forest. I'll gladly share your comments with the management
  chain in charge of the store including the District Manager. I assure you, we
  take your feedback seriously, and will do our best to work with you to show you
  that we're better than what you have experienced.
  
  
  
  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: 02/14/2023

  
  
  
  
  I am rejecting this response because:

  I rejected their response because they didn't address anything I said. They used deceptive selling practices. They sold me a drum kit but purposely didn't tell me the kit wasn't the complete kit.
  
  
  
  Regards,
  
  
  
  R**** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:02/01/2023

  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 April 27, 2022, I purchased a Line 6 Helix Floor for $1,599 (before tax) from this Guitar Center. I also purchased Guitar Center's "Pro Coverage" for it because they explicitly told me that if anything were to happen to it I could bring it into the store, and they would replace it with a brand new one on the spot. This cost me an additional $180. I spent $1,909.58 total (after tax). At some point prior to December 2022 (I'm not sure when the incident occurred), the USB port on the item got broken. I brought it into the store expecting them to give me a new one. However, they simply handed me a brochure for their Pro Coverage and pointed out a phone number I needed to call. I went home and filed a claim online, at which point I was told to print out a shipping label that I would use to ship the item in for repair. I called them immediately and asked how long they would have it. They said it would be at least two weeks before I had it back. This was clearly not what I paid for, so I canceled the claim, hoping I could get someone in the store to help me with this. The manager basically said his hands were tied because "they" (corporate, I'm guessing?) changed the Pro Coverage policy, and they were no longer able to simply give me a replacement. I would have to send it in for repair. So I did on December 20th, 2022. I had to spend an additional $40 to ship it. It is now February 1st, and I still do not have my equipment. I have spoken with several different people at Asurion who have only been able to tell me that there are parts they need in order to finish the repair that are on backorder. This week I have spoken with two different people who have only told me I would get a call back from someone about the potential of a buyout or reimbursement. For both, I requested to speak to their supervisor, but they were unable to transfer me to anyone because they only communicate via "chat" or email.

  

  Business Response

  Date: 02/03/2023

  
  
  
  I'm sorry for the frustrating experience with the Guitar
  Center in Springfield. I'll gladly share your comments with the management
  chain in charge of the store including the Store Manager, as well as the
  District Manager. I assure you, we take your feedback seriously, and will do
  our best to work with you to show you that we're better than what you have
  experienced. We will also be emailing the Warranty team who handles Asurion, do
  you have the claim number they provided you? This will make things go smoother.
  
  
  
  However, 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:01/30/2023

  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.

  Order #: GCW*******783
  Order Date: 1/25/2023
  Takamine GD-30CE 12-String Acoustic-Electric Guitar Wine Red
  Item #15*********10 POS #: *********
  Order Total: $576.10
  
  Business FALSELY ADVERTISED shipping time frames, I placed an order on 01\25\2023 and still have not received my item, they have the item in stock on their website but I got and email saying that my order is delayed and backordered and they will have shipped to me until early march. If had known this was going to be the waiting time I would have bought there even though it was at a discount price, I contacted the customer service and they told me that they don't have the item it the warehouse but they have it in a store as a display item, and If I want it they could send me that, they mention it wouldn't come on its original packaging, to which I said no because I paid for a new item and not an opened one. Display items are already being used, touched and played by hundreds of people in the stores. then I told to the customer service representative if they lower the price or at least send it with a guitar bag I would take it but they said no. they have it on a different color unopened but I don't like the color blue.
  Why they don't tell you upfront on what the waiting times are?
  I just want my new guitar ASAP. I am willing to accept an opened/used one from the store at a lower price, or with the original Takamine bag.
  customers satisfaction it is not Guitar Center's number one priority, they don't care if a customer leaves happy or not. I would not recommend buying from guitar center, customer service totally sucks.
  Just send me the item I already paid for no mater where you get it from or adjust the price for an open/used display product.

  

  Business Response

  Date: 02/02/2023

  
  
  I am very sorry for the inconvenience you have suffered because
  of this ordeal. But I did see that you had a new order placed and everything
  has been fixed. If you need any help at all, W**** (the gentleman
  who fixed your order) is available to assist you.
  If you need anything else, please do not hesitate to ask.
  
  Thank you.

• Initial Complaint

  Date:01/26/2023

  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 1-18-23 I purchased a Used Focusrite Scarlett Solo Gen 3 Audio Interface online for $69.99 (+$12.52 shipping) from the FT. Meyers, FL Guitar Center. I received an email stating "YOUR ORDER IS CONFIRMED" on the same day with order number GCW4*******19.
  
  The next day I received an email stating "Thank you for your recent order. We're reaching out to let you know that one of the item(s) you ordered is not available at our warehouse. However, we located the same product at our 776-FT. MYERS Guitar Center store."
  
  Then this morning, 1-25-23, I received an email stating "YOUR CANCELLATION IS COMPLETE" and "We're sorry to see you canceled your order."
  
  I never requested to cancel my order, and the business is clearly not following through on providing the other unit as they stated they would. This is despite that at the moment they are listing a similar (if not identical) unit:
  *************************.gc
  
  I seek

  

  Business Response

  Date: 01/31/2023

  
  
  We contacted the store, the one listed is a different serial
  number and a different unit all together. The one you originally ordered was
  gone. But the store did have this one available. If you’d like we can have a Gear
  Advisor reach out and take care of you and double check the in stock status.
  
  If you need anything else, please do not hesitate to ask.
  Thank you.

• Initial Complaint

  Date:01/19/2023

  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.

  I bought a guitar a couple weeks ago after trading in over 2000 dollars worth of gear.
  
  Upon getting the guitar home I noticed it was heavily scratched everywhere and the headstock had chips on it. Contacted the manager Ryan at the Spokane guitar center and he said bring it in and we will order a new one.
  
  Well today it showed up to the store and guess what….. this guitar was also a floor model and had way more scratches and was covered in super thick grimy finger prints. Showed it to the staff and they even was baffled by the scratches and the grime on the guitar.
  
  I specifically asked for a brand new model and was told that would happen. I don’t think it’s right that I am paying full price for this item that’s heavily used. All I want is one that is not played heavily. I live 55 miles away from the store and this is the third time I’ve driven to Spokane to get this resolved. 

  

  Business Response

  Date: 01/20/2023

  
  
  
  
  I'm sorry for the frustrating experience with the Guitar
  Center in Spokane. I'll gladly share your comments with the management chain in
  charge of the store including the Store Manager, as well as the District
  Manager. I assure you, we take your feedback seriously, and will do our best to
  work with you to show you that we're better than what you have experienced.
  
  
  
  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: 01/23/2023

  
  
  
  
  I am rejecting this response because: temporarily will reject until I have talked to both managers. I have also filed a complaint with the attorney generals office. I am also talking to them later Today. 

  
  
  
  Regards,
  
  
  
  B**** ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 01/27/2023

  
  
  I spoke to the management at the Spokane store and they
  informed me that they already spoke to you and they are making it right. If you
  need anything else please do not hesitate to ask.
  
  Thank you.

  Customer Answer

  Date: 01/27/2023

  
  
  
  
  I am rejecting this response because: I was the one that had to reach out. No one called me. They offered me the guitar at discount for it being used, but the guitar had playability flaws also so I returned it.  No one offered me anything for my time being wasted and also the fuel I wasted. Guitar center was 120 miles round trip and I did that drive at least 3 times to get this resolved. Still talking to the attorney generals office for trying to pass used items off to people at full price. I was just in guitar center and they are selling those guitars I returned at full price again. I also contacted Paul Reed smith and they are also working with their reps on this matter 
  
  
  
  Regards,
  
  
  
  B**** ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:01/09/2023

  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.

  Guitar Center set up recurring charges for guitar lessons. Guitar Center cancelled the lessons on the previously agreed upon time. After the incident (lesson being cancelled without communication) I contacted Guitar Center to stop recurring billing. I called/visited the store about 20 times, met/talked to several people and asked for the billing adjustment, but it was not resolved and I keep getting charged for the lessons that are not happening. Total amount I am looking to get refund is $468.

  

  Business Response

  Date: 01/11/2023

  
  
  I am sorry to hear about your experience with our lessons
  department. If you can, can you email us more details at [email protected] about
  your lessons and show us the charges so we can get the lessons team to reach
  out and help.
  
  If you have anything else, please do not hesitate to ask.
  
  Thank you.

• Initial Complaint

  Date:01/03/2023

  Type:Customer Service 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 Nov 20th 2022, I paid $58.50 for 4 drum lessons for my brother that they had on special. We missed his first class and didn't call in time so we forfeited that class. I called numerous times to reschedule the remaining 3 and till this day Yolo has not returned my call after leaving 20 plus messages for her and store employees saying she is the only one who can reschedule those 3 classes.
  On Dec 12th 2022, they charges my card $117 for another 4 classes. We went to 2 classes, showed up at the 3rd class to find out someone canceled the class. The instructor said he didn't know who or why it was canceled. I cannot get this issue resolved. This has been so stressful from the start my brother doesn't want to even take classes anymore. 

  

  Business Response

  Date: 01/05/2023

  Hello, 
  
  I'm sorry for the frustrating experience with the Guitar Center in San Bernardino, CA. I'll gladly share your comments with the management chain in charge of the store including the Store Manager, as well as the District Manager. I assure you, we take your feedback seriously, and will do our best to work with you to show you that we're better than what you have experienced.
  
  A member of management will be in contact with you in 24 to 72 business hours to go over a resolution for you.
  
  Thank you for taking the time to share your feedback. Again, I'm sorry for the frustration you've experienced.
  
  

• Initial Complaint

  Date:01/03/2023

  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.

  Went to GC Tonawanda (1/1/23) and sold my basically new black start I'd core 100 for $140, I wanted to use the funds towards the boss katana 50 MK2 that was on sale for 229.99, but they where out of stock, and would have to wait for it to be shipped.. So they said they had the white version which is the same exact thing but I had to pay 280 -28 (252.00) which is bs, as a courtesy for not having it in stock the price should have been matched. Not be told there nothing they can do. It didn't matter when you shmucks sent me a used demoed model Epiphone as new. And have shady business practices. And your going to profit off of my sale to you. 140 for a 2 month old 299.99-449.99 blasckstar c.i.100. which you will sell for 280. And you couldn't give me the Xtra $20 off the price.
  I can say if this is.not addressed I will never spend.a NICKLE.with.GC or.musicians friend again, this is b2b bad experiences

  

  Business Response

  Date: 01/05/2023

  Hello, 
  
  I'm sorry for the frustrating experience with the Guitar Center in Tonawanda, NY. I'll gladly share your comments with the management chain in charge of the store including the Store Manager, as well as the District Manager. I assure you, we take your feedback seriously, and will do our best to work with you to show you that we're better than what you have experienced.
  

  A member of management will be in contact with you in 24 to 72 business hours to go over a resolution with you.
  
  Thank you for taking the time to share your feedback. Again, I'm sorry for the frustration you've experienced.
  
  Thank you

  Customer Answer

  Date: 01/06/2023

  Complaint: 18669988
  
  
  
  I am rejecting this response because:

   sure your really sorry, that's why GC treats customers, like crap, I don't care, that you where out of stock. Should have matched the price on the black.Boss Katana 50 I stead of charging me the cost of the white amp. You already made out on me by selling me a scuffed up used Epiphone guitar as new and expected me.to.go thru a return process. Yet you.listed the guitar.as brand new.in.box. but that's besides the point. I am expecting to be taken care of for the disrespect. 
  
  
  
  Regards,
  
  
  
  C********** ******* **
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 01/11/2023

  Thank you for the response and we are sorry to hear that you feel that way. 

  We have forwarded your feedback to the District and Store Manager for review and they will be contacting you about your experience soon. 

  If there is anything else we can do to make this right, please don't hesitate to ask. 

  It is important to know, we appreciate you and value you as a customer. Let us know if there is anything else we can do for you.  Thank you

• Initial Complaint

  Date:01/03/2023

  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.

  Since October 17, 2022 I have been trying to purchase the Coffin Case "The Count" Black Velvet guitar strap. At the time it was backordered but had the option to reserve. A couple of days later, I get an email saying it's been cancelled. Made 2 attempts online to reserve it, again they were cancelled. I texted guitar center one time asking why and the response I got was "I don't know, try again". Spoke by phone with a sales guy named Ben Burrill, he didn't know why but said he could order it for me without the trouble. He said sometimes employees will cancel items if they want it. A few days later it was cancelled. My 5th and final attempt I used the chat on Guitar Center's website. The person wasn't sure why either, but said they were having technical difficulties with the order system. I would like to point out the first 2 times I tried to order it was backordered. The 3rd time the website claimed it was in stock. After that, the site claimed it was "not for shipping only in select stores". I'm absolutely livid I've been getting jerked around on this purchase while hearing 3 separate excuses. I want to further add that every cancellation email I got implies I did the cancelling. I did NOT, as I really want this strap.

  

  Business Response

  Date: 01/05/2023

  Thanks for contacting us and we apologize for the inconvenience this has been. These straps are only available in our Guitar Center Stores and looking over your cancelled orders, it appears that the stores were unable to fulfil the orders due to not being able to find the items in store. We are currently following up with those stores to investigation what happened in the ordering process to cause this and apologize for the inconvenience this caused. 

  We are showing that you did get this strap ordered and shipped on order GC20453133. 

  If there is anything else we can do to make this right, please don't hesitate to ask. 

  Thank you
  

  Customer Answer

  Date: 01/06/2023

  
  
  
  
  I am rejecting this response because: My first two attempts to purchase was still when this item was sold online. Numerous people from customer service gave me every excuse under the sun on why it kept cancelling BEFORE the item went to an in store only option. Worst experience I've ever had with any customer service. The local store near me helped me out big time, where your customer service failed. Had I known I was going to be lied to, I would have gone to them first! I'm aware that your company has my card on file despite the fact that I do not have it saved on my account. Please delete it as I will be going elsewhere in the future. Thank you
  
  
  
  Regards,
  
  
  
  G**** *********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 01/11/2023

  Thanks for the response and we are sorry to hear you feel this way. 

  While your local store was able to help, and we are happy for that, we will make sure to follow up with the agents that you worked with over the phone as its not our intention or goal to have you feel this way when working with our Customer Service. If there is anything we can ever do to make this right, please don't hesitate to contact us at [email protected]. 

  Your Card information has been removed from your account on our side per your request. 

  It is important to know, we appreciate you and value you as a customer. Let us know if there is anything else we can do for you. 

  Thank you

• Initial Complaint

  Date:12/30/2022

  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.

  I ordered a cymbal it arrived damaged either due to insufficient packing or it was damaged because it was dropped prior to packaging. The return slip has another customers ein name and address. This means someone has my personal information. I called customer care and they said they couldn’t do anything I have to go to store. I asked for supervisor I was told the person was working from home. The fact that my information is out there and I have someone Tax I’d. Name address is concerning. I want this fixed and I want my money back and I want them to do something to make this right.

  

  Business Response

  Date: 12/30/2022

  
  
  I am very sorry for your experience you had with an agent
  and with your order. Your feedback has been sent to the management team of that
  agent.
  As for your order, we do see that you returned it and got
  your refund. So, if you need further assistance please do not hesitate to ask.
  
  Thank you.