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

  9001 Florida Boulevard Baton Rouge, LA 70815

• 

  Guitar Center

  23133 Outer Dr Allen Park, MI 48101

• 

  Guitar Center Tallahassee

  2415 North Monroe St. #600 Tallahassee, FL 32303

• 

  Guitar Center Inc.

  116 W Main St Carrboro, NC 27510-2026

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:10/31/2022

  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.

  Ordered a pedal was listed in good condition was not I’m good condition

  

  Business Response

  Date: 11/04/2022

  Thanks for contacting us.

  We apologize for the condition the pedal was received in. 

  We are showing that a return was placed on your order, GC*****113, and has since been received and refunded.

  If you'd like a replacement, we can have a Gear Advisor contact you and assist with this process. 

  Please let us know if there is anything else we can do to make this right. 

  Thanks

• Initial Complaint

  Date:10/27/2022

  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.

  Last year although I don't remember the date, I believe it to be within 12 months of now, I purchased a used keyboard from Guitar Center with 10 day money back guarantee. On day 2 of using said keyboard one of the keys broke, I called Guitar Center to let them know, and was informed that I could not return the keyboard as it was not in the same condition as when I bought it. Essentially, they sold me a broken item, and told me they could not return my money, the keyboard cost $1500. They said I could not return it or exchange it. Thankfully, I purchased a warranty with it and have since had it fixed, but I would still like my money back as I don't trust the keyboard to not break again. I would happily return the broken keyboard that they gave me which I had to literally make a box for and ship myself, if it meant getting my money back. If none of that is possible its fine, if nothing else I'd just like it on the record of their malicious and unfair business practices. Thank you.

  

  Business Response

  Date: 10/28/2022

  Thanks for contacting us and we apologize for the inconvenience
  this has been.
  
  We were unable to find your order with the email and phone
  number provided. If you could please provide us with your sales number, or the
  email and phone number used at the time of purchase, we can look into this
  further with you.

  Please note, that our return policy can be reviewed here: https://www.guitarcenter.com/pages/return-policy
  
  Please let us know if you have any other questions or
  concerns.
  
  Thanks

• Initial Complaint

  Date:10/25/2022

  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 company is ignoring me. I placed an order back in april and still have not received. They do not explain the delays and keep giving me a new date every time they miss the last date.
  
  It has gone on forever. Supervisors never call me back after messages are left. No one helps whatsoever. They have a permanent hold on my credit card. I need to speak with someone in charge about these practices and find out whats going on with my order and stop being pulled along for the ride.

  

  Business Response

  Date: 10/28/2022

  Thanks for contacting us and we apologize for the inconvenience
  this has been.
  
  Your order is not in stock with us and is currently on back
  order with the manufacturer. It is likely that the manufacturer has started
  production of this instrument and due to unforeseen circumstances, has had to
  push back the expected delivery date for your guitar. We have contacted our
  Vendor Team who works closely with Ibanez, and have confirmed that our current
  ETA on receiving this guitar is 03/08/2023. This dare is subject to change at
  the discretion of Ibanez. Please know, that we do not have control of this date
  and are at the mercy of the manufacturer here. We apologize for the long wait
  this has been.
  
  If you would like to continue to wait for this guitar, we
  can do so and keep your order active.
  Or, we can assist in finding another guitar for you that is
  similar.

  You are welcome to call our Customer Service line at ###-###-#### for this explanation as well.

  Please let us know if you have any other questions or
  concerns.
  
  Thanks

  Customer Answer

  Date: 10/28/2022

  I need to speak with someone about this order have them call me at ###-###-####
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 11/07/2022

  Thanks for the response. 

  We will send your feedback to the team who was working on your order and ask that the call you on this. 

  If there is anything else we can assist you with, please don't hesitate to contact us 888-240-5975. 

  Thank you

  Customer Answer

  Date: 11/07/2022

  
  
  
  
  I am rejecting this response because:

  This company keeps failing to keep their promises and is avoiding speaking to me about it.
  

  Regards,
  

  
  
  
  E***** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  I need this escalated to a supervisor or manager call back to start
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:10/12/2022

  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.

  Purchased guitar from them on 10/4/22
  Store salesperson stated comes with case
  Received item without case
  Now store said never came with one
  Will not provide for me
  I would like a case provided or credit ( $169) for a case

  

  Business Response

  Date: 10/14/2022

  Thanks for contacting us and we apologize for the inconvenience
  this has been.
  
  Looking at the listing on the website that is attached to
  your order, we are not showing that a case was ever included with this used gear
  purchase.
  We do apologize for the inconvenience of this. If you’d
  like, we can have a sales agent reach out to and assist with finding a case
  that would fit your guitar for a good price.
  
  Please let us know if there is anything else we can assist
  you with.
  
  Thank you

• Initial Complaint

  Date:10/11/2022

  Type:Product 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 bought a used yamaha p-125 piano at 6/14/2022(Order Number: GCW4*********)
  Condition that written in Guitar Center website was 'excellent'. There were no MISSING PART or defect notice in Guitar center web site.
  When I got my order there were missing parts.
  There was no music(note) rest and pedal .
  Those are bundled items, not accessories.Comes with piano.(https://usa.yamaha.com/products/musical_instruments/pianos/p_series/p-125/specs.html#product-tabs)
  I talked with somebody in Guitar Center Totowa, he accept the mistake and order one music rest as free of charge(Order Number: GC19***302)
  In that time, I had the right to return item and get full refund(still in 1 month after order).
  Music rest came wrong model. I returned item.
  They told me that, they would bring music rest and pedal and call me.
  In the following days, they told me to wait for their call every time I spoke.
  When I went to Guitar Center Totowa at beginning of september, a man named (i think) Cris said he was responsible and wouldn't give me the missing parts and he said my right to return was expired.
  I did not buy piano from unknown seller in ebay, I ordered piano from official website of Guitar center. I trusted their promise, to provide missing parts. I waited for their call and I didn't return item in 1 month after i buy.
  I wrote this issue to Guitar Center customer service, but got no response.

  

  Business Response

  Date: 10/14/2022

  Hello, 
  
  I'm sorry for the frustrating experience with the Guitar Center in Totowa, NJ. 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 within 24 to 48 business hours to assist with a resolution. 

  
  Thank you for taking the time to share your feedback. Again, I'm sorry for the frustration you've experienced.

  Customer Answer

  Date: 10/17/2022

  
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18185951, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  M****** **** *********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:10/06/2022

  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.

  I ordered a bundle of 3 sets of guitar strings + a tuner from Guitar Center's website (https://www.guitarcenter.com/) on or about August 18, 2022. I had ordered the same bundle previously with no problem- The items were packaged separately (not as a bundle). On or about September 17, I was told my order was delayed. Today, I was told it was cancelled because it was unavailable. The strings and tuner still appear to be available on the company's website. I contacted customer service by chat and said that I did not want to cancel the order. First the customer service rep said they had no bundle of 3 sets of strings. I said they should bundle 3 separate sets with a tuner- 3 separate sets were the same as a bundle of 3. She said okay, but then it became clear that she wanted to sell me 3 sets of strings without the tuner. When I said that was not satisfactory, she told me the tuner was out of stock (despite being available on the website). I said she could substitute a comparable tuner. Then she tried to charge me for 3 sets of strings + a tuner. I asked her to pass me to a supervisor and she refused. Despite having everything I ordered in stock, Guitar Center is refusing to honor the deal they offered. Even if they are out of an item, they certainly have access to strings and tuners, and I was willing to wait for them to fill the order- they cancelled it on their own, apparently because they decided that they just didn't want to fill it. I am uploading a copy of the chat. Let me know if you need anything else.

  

  Business Response

  Date: 10/11/2022

  Thanks for contacting us and we apologize for the inconvenience this has been. 

  We will make sure to follow up with the management team over the agent that you worked with to ensure for a better customer experience going forward. 

  Looking into your order, we are showing that the manufacturer has discontinued and is no longer selling the D'Addario NB1152 Nickel Bronze Custom Light 3-Pack Acoustic Strings and NS Micro Soundhole Tuner with Color Screen in a package. We no longer have this sku or bundle in our system and are unable to place it in an order. We do apologize for this inconvenience. 

  We can request to have an agent reach out to you via phone call or email, to see if we can build a bundle for you that is close to this. Please let us know if you would like this and we can get that set up. 

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

  Thanks

  Customer Answer

  Date: 10/12/2022

  
  
  
  
  I am rejecting this response because: The business can still provide the individual items.  They have totally ignored complaint and taken the same position as the agent.  They offered 3 sets of strings + a tuner.  It is not even clear that the manufacturer ever offered the bundle, or if it was a Guitar Center promotion.  Either way, all they have to do is give me 3 sets of strings, which they have, and a tuner, which they have, for the price they advertised.
  
  
  
  Regards,
  
  
  
  R**** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 10/14/2022

  Thanks for the response. 

  We have reached out to the sales team for you and will have an agent reach out to assist you with a resolution. 

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

  Thanks

  Customer Answer

  Date: 10/19/2022

  
  
  
  
  I am rejecting this response because the business has not yet done what they promised.  Once they, do, I may be satisfied.:
  
  
  
  Regards,
  
  
  
  R**** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:10/05/2022

  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 10/5/2022 I ordered a Tascam Miscast 4 from Guitar Centers website at the advertised price of $49.00. Below I have attached a photo of the advertised price from a targeted ad on google.
  
  After making the purchase they are refusing to give me the product. Attached is a screenshot of my order confirmation.
  
  They would not release the product to me. After speaking with customer service they agreed that was the advertised price, then said they didn't have any in stock, but they did have some in stock, then they said well they are ing stock and would not give me any solid answers and danced around the subject.
  
  All i want I the product I ordered at the advertised price.
  
  Order #:GCW4262958269
  
  They continue to try and cancel my order but I have not agreed to a cancellation.

  

  Business Response

  Date: 10/07/2022

  Thanks for contacting us and we apologize for the inconvenience this has caused.

  Unfortunately due to a pricing error we are unable to fulfil your order and have canceled the item. We sincerely apologize for the inconvenience and for any frustration this has caused. Due to the inconvenience of cancelling of your order, we have applied a $50.00 in house credit to your account that can be used over the phone or via chat on our website on your next purchase with us.
  
  Please let us know if there is anything else that we can do, or if you have any other questions.
  
  Thank you

• Initial Complaint

  Date:10/03/2022

  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 guitar center (Champaign Illinois) which I drove a hr away from. Went to check out and the guy ran my card like 6 times said it wasn’t working, no problem so I left to go to atm. Get to atm no money in my account, so I check my account I noticed the charge went thru. So I went back and they still disputed the charge didn’t, my bank says different and still hadn’t got the money back. So I drove all the way there for them to take my 258 bucks :( and no product. Supper upset and sad this happened to my son :(

  

  Business Response

  Date: 10/07/2022

  Hello, 
  
  I'm sorry for the frustrating experience with the Guitar Center in Champaign, IL. 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.
  
  The management team at that store will be contacting you within 24 to 72 business hours to assist on a resolution with you.
  
  Thank you for taking the time to share your feedback. Again, I'm sorry for the frustration you've experienced.
  
  

• Initial Complaint

  Date:09/26/2022

  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.

  In December 2021 I went into the Pineville guitar center location inquiring about lessons and an electric guitar. The associates name was C******* he told me about their rental program and that they had a special going on where if I purchased three lessons I would get a fourth lesson free and that is what I did that day I walked out of the store with a gift card for $75 for 4 lessons.
  In January I received calls on two separate occasions from somebody at the Pineville location stating I need to come in for a new student open house, I was told The $25 new student initiation fee would be waived for attending. I scheduled time off of work took my family over there for this new student open house and was looked at like I was stupid since there was no such event that day. The gentleman who told me about it I was told was not in the store. I believe his name was Stephen.
  Fast forward to summer of 2022 we are now trying to book our lessons when I went into the store I was assisted by C******* again. I was told that the lessons went up in price and I was made to pay an additional $14 due to the price increase we got our first schedule appointment for the following Thursday.
  When I paid the additional $14 there was something with the system that kept showing up I still owed a penny the associate C******* ran his debit card to absorb that one penny I thought this was very strange.
  We had our first lesson everything was fine I just got a call this past Saturday from Molly who said I have zero credits towards lessons. She then informed me that I had set lessons that I did not show up form nor was I called for nor did I know anything about set lessons.
  I told Molly my frustrations she said she will speak with the store manager and give me a call back at 5 o’clock that day.
  She never called I’ve never been contacted and at this point I am out three lessons.
  This has been the worst service, the worst Consumer information, the worst communication on all levels!

  

  Business Response

  Date: 09/28/2022

  Hello, 
  
  I'm sorry for the frustrating experience with the Guitar Center in Pineville, NC. 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 48 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.

• Initial Complaint

  Date:09/19/2022

  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.

  We bought a 88 Key Digital Piano from Guitar Center, Dublin CA with the store associate ordering online to get that delivered to our home. This is because the guitar unit is very heavy (more than 200 lbs) and we could not carry it home from the Store. Store said they do not deliver at home from store and hence we had to go through the online ordering which means the piano would be delivered from the Guitar Center Distribution Center at Kansas City MO to our home at Fremont CA. It was a surprise birthday present for our son but got delivered 3 days after his birthday on Sept 07, 2022. After opening up the box we saw one piano stand is missing. Hence we could not assemble the piano. It was meant to be a surprise gift for our son and it turned out to be an unpleasant surprise for us instead. Upon contacting the Dublin CA store on the same, they asked us to pack the whole thing and bring it to store for a replacement . If we could do that why would we order online? We tried to convince them that the weight of the material is not something easily maneuverable and we needed a pick up. The store denied that service. Then on complaining about it to the customer service and asking for the missing part they registered our case with a ticket which is unresolved till today after multiple follow ups. They are time and again giving us option to bring and replace in store which is not feasible. It has been 10 days since the piano came and we could not assemble it till date. What a shame!! Even if we ask for a refund these guys would tell us to bring the instrument back to the store to get the refund. After repeated mentions, they are unable to understand that the piano is not easy to simply pack and carry back and forth. Hence we have only been asking for sending the missing part. We seem to be helpless at this time.
  
  Purchase date:

  

  Business Response

  Date: 09/23/2022

  Thanks for contacting us and we apologize to hear that this item came in the condition that it did. 

  Reaching out to our warehouse, we can send a replacement stand, it looks like our missing parts team needs to know more information in order to send out the correct part. Was the entire stand missing? or was it just one of the legs? If so, which leg? You can also send us a picture of whats missing from the manual or the item itself.

  With this information, we can get the correct piece sent out to you asap. 

  We can also send a UPS 3 Attempt Pick Up if you'd rather return the item. 

  Please let us know how you'd like to proceed by replying here, or emailing us at [email protected]. 

  Thank you