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
- 254 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:02/24/2025
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 02/21 I attempted to place an order for an instore pickup the same day. I opened a chat given the nature of this complaint and I request all information & correspndence be kept in writing, I tink a big misuderstanding happened during my email exchanges with Mr. S**** when I mentioned I would not be able to provide much more direction to UPS who claimed to be unable to find my condo despite daily deliveries from Amazon, pharmacies, and grocery stores. My attorney I referenced is doing nothing but helping try to access some old royalties I have attached a copy of Mr. S****'s claim that a refund was issued on , a copy of the early morning chat with with their online center, and a copy of the chat(s) a nearly 45 min with chat with D*** who informed me later I have also attached a copy of my much shorter chat with "h*****" who said they never got the package (not true - see attached) I placed on my porch very late on 02/05 after being told UPS would be picking up the following day and since I do not sleep well and my neighborhood is very safe, so I had no reason to suspect it was in any danger. I also have an email from Mr S**** for providing the UPS tracking number I had forgiven and forgotten the defective bracket (order #GC22689652) sent to me that damaged my guitar to a degree described by a store mgr said "repair would be more than replacing" on 02/20. Given I am living on my savings, I now only ask for the $135.50, promised by Mr. S****, I used an Amazon gift card to replace the damaged guitar and I will eat the $25 I spent on a Tascam manual & DVD. I guess given I used PayPal & Chime, an online credit to my account is the safest, quickest way to recover my limited funds. Since Guitar Center has no intention of repairing or replacing my guitar. Saddest of all, I REALLY wanted the Tascam unit, asking many times for GC help since it is no longer supported
Business Response
Date: 02/24/2025
Thank you for contacting us. We are sorry to hear about the issues with your
new order, we sent your feedback to **** S**** at the store and he will be reaching
out to you within 24 to 48 business hours. Feel free to also call the store at (248)
354-8075 for a more immediate response.
We are sorry for any inconvenience, if you need anything else please do not
hesitate to ask.
Thank you.Customer Answer
Date: 02/24/2025
Complaint: 22975992
I am rejecting this response because: Mr S**** claims to have processed the refund almost 3 weeks agoon 2/21 after failed attempt to get the "refund" used to clear it up I was told they had not received the pkg despite UPS delivering it on 2/17
There is no reason why I had to be humilated by my nephew who sacrficies his life as a federal fire fighter who jet from Maui to California all week. He used his birthday timeoff to see how I was recovering and I had a $6 starp for him.
I just do not tolerate businessses acting like theyre doing us a favor by selling and profitting
Regards,
K**** *******Business Response
Date: 02/26/2025
Thank you for contacting us. We saw on our end that the refund has gone
through. If you are not seeing it, please continue to work with the manager and inform your bank to get it taken care of.
As always, we appreciate the feedback.
Thank you.Customer Answer
Date: 02/26/2025
I am rejecting this response because:1.As i warned them, the Chime debt card is a scam and they are holding the funds for 5 business days from 02/25, 8 days after they got the pkg 13 days from ehen Mr S**** claimed he issued the refund. So honesty is still the best olicy
2. My damaged guitar according to Jesus the plano store mgr. who noticed in addition to the electronics being lmocked inside the body, the bridge is delaminatuig est cost torepair. Also, worth noting, he did not even apologize for the humiliation by his employee. And lets give a shout out to Emily Kirk who promised a courtesy credit that I never got (Based on her promise, I took a few minutes to email her boss saying she was a rare gem, turns out not so much
3. If D*** had followed thru instead of hitting the door at 4:30 on 2/21, I would have had a nice gift for my Firefighting nephew. And H***** who claimed the package had not been received. - I was fully ready to "Let it Be" for a headphoe amp almost exactly the amout of the reund.
4. Too many lies, greed, laziness & the humiliation in PlanoThis is the second time I have had to reject and it grows like mold - will be happy to provide a screenshot showing the money earning interest for Paypal, but I do not know of an option for that. I will let someone know when I have the money available. I cannot afford my heart medication due to this ness
Disgusted!
K**** *******Initial Complaint
Date:02/18/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a used Charvel Wild Card San Dimas Guitar Order #GCW*******808. After placing my order online, I called the store to make sure guitar was still in stock. The associate on the phone looked up the guitar and told me "Yes, guitar is still in stock" Later that night I get an email regarding my order as "Canaled" with no explanation as to why? I am very disappointed. I guess this business does not care about the Customer anymore.Business Response
Date: 02/18/2025
Thank you for contacting us. We are sorry to hear that the
used guitar you were buying sold out. We appreciate your feedback. We sent your
information to the management team over the Tampa location, and they will be reaching
out to you within 24 to 48 business hours.
Again, we are sorry for the inconvenience. If you need
anything else, please don't hesitate to ask.
Thank you.Customer Answer
Date: 02/19/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22947446, and find that this resolution is satisfactory to me.
Regards,
B**** ******Initial Complaint
Date:02/13/2025
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 am a self recording artist/ mixing engineer, that also produces my own beats,
I purchased a perpetual license for Avid Pro Tools software from Guitar Center, sadly it did not work, I reached out to them, I was told to contact Avid since "there was nothing they could do" being that they got the license through them, so I contacted Avid, they looked into it, i was told it was the wrong license and to contact Guitar Center for a refund, so I did, they told me they can't do refunds and to contact Avid, I told them I did, and I have the emails, Guitar Centers said their Manager will contact me by phone call and never called me, so I reached back out to Avid, they said they will look into it and get back with me
Time passed and I did not hear back so I reached back out to them and Avid told me Guitar Center has to give me a refund, and Avid just told me this today on 2/13/25
BOTH COMPANIES keep telling me to contact the other company for a refund
I honestly want a working Perpetual License like I paid for and a refund of the 69.00 that was spent for it, due to such poor treatment from BOTH COMPANIESBusiness Response
Date: 02/18/2025
Thank you for contacting us. We are sorry to hear that the software didn’t work
on your computer. We went ahead and refunded you what we saw was paid which was
$20.
We are sorry for the experience, if you need anything else,
please do not hesitate to ask.
Thank you.Initial Complaint
Date:02/12/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I bought a Harbinger VARI V3412 Powered 12" 2-Way Loudspeaker from Guitar Center in November 2024. It has been well taken care of and never left my home. I started having interference and bass loss issues with the speaker a week ago, and called Guitar Center about it. Guitar Center told me to contact Harbinger Pro Audio and request a factory warranty replacement speaker. So I did. I have called Harbingers number but they never answer. So I emailed them and they told me to send them the details. So I do. Another week goes by and no response. So I email them for a follow up, and they just send out the same email asking for the details again, almost like it's an automatic bot response email. Very frustrating! I have screenshots of the order from Guitar center as well as the speakers serial number, and email communications between me and Harbinger attached.Business Response
Date: 02/13/2025
Thank you for contacting us. We are sorry to hear about the
issues with your Harbinger speaker. We sent your feedback to the warranty team
for Harbinger and hope to get you a response within 24 to 48 business hours.
Again, sorry for the inconvenience. If you need anything
else, please do not hesitate to ask.
Thank you.Customer Answer
Date: 02/17/2025
Complaint: 22934903
I am rejecting this response because: Harbinger sent me an email saying they are setting up a replacement, but didn't give me any information on how long that will take or any updates. Very unprofessional considering it's been 6 days since I last replied to them.
Regards,
C**** *******Business Response
Date: 02/21/2025
Thank you for contacting us. We spoke with Harbinger, and
they said it would be to you around Tuesday. Here is the UPS tracking number 1ZA2552X0357742809.
If you were to need anything
else, feel free to email us at [email protected] and we will gladly assist.
Thank you.Customer Answer
Date: 02/24/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22934903, and find that this resolution is satisfactory to me.
Regards,
C**** *******Initial Complaint
Date:02/12/2025
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 April 2024 I bought a guitar from Guitar Center. A Traveler Speedster. I paid $69.99 for 24 months of pro-coverage. On 1/12/2024 the guitar's output jack started cutting out. That the jack was the issue was obvious because it worked fine with light pressure in one direction on the output cable. Initially, I went to Guitar center asking about buying a replacement jack to repair it myself. The repair tech said the jack couldn't have 3 wires soldered unless it has a stereo output. He was wrong. It has 3 wires and is not stereo. They didn't have the part. I then remembered about the pro-coverage and filed a claim to have it repaired. On 1/15/24 I brought the guitar to the store for repair. The tech said the company that handles their coverage had been taking weeks to respond and the repair might take weeks so I should get the refund. I said no. I didn't want to lose the remaining 16 months of coverage. About a week after I filed I called the store and the manager said to call the next day. I did and the manager said the tech was currently working on it and would call when it was done. The tech called and said the volume and tone knobs and the pickup(basically guitar microphone) and all the wiring plus the jack were all bad. He said he would let Asurion know and tell me how Asurion decided to handle it, within 2 days. Asurion called me 2 days later and said they would do a refund. Afterwards the tech called and said the cost of repair exceeded the guitar's value and he had already totaled it. It is not possible for all the problems he said were wrong to go away if you push the cable to one side, which was the case. I then ordered another Model Traveler guitars which had a loose volume knob. The tech said that was proof of Traveler's inferior electronics and the manager said the only thing they could do was a cash refund. The tech lied about Asurion's response time and what he said was broken. I would have kept my guitar but was not asked before he filed.Business Response
Date: 02/12/2025
Thank you for contacting us, we are sorry to hear about the issues you had with
the input jack. For us to help you further, can you please provide the location
of which you visited so we can address this properly. Please email it to us at [email protected] and we
will assist you further.
Sorry for any inconvenience. If you need anything else, please
do not hesitate to ask.
Thank you.Initial Complaint
Date:02/10/2025
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 made the mistake of purchasing a used Sire bass guitar from this retailer, but then returned it under their “45 day money back guarantee” (#GC*******3). Their policy clearly states that “we’re not happy unless your’e happy). The bass was successfully returned, but not fully refunded. Unfortunately they decided to recently update this policy to include “minus shipping and handling”. I’ve purchased thousands of dollars of equipment from them before and have occasionally returned things and never had to pay for return shipping previously. Now that the full amount wasnt refunded- the credit card company is charging me interest on the left over amount. The shipping charged was $26.16 (which info was never made aware to me), thus the credit company continued to charge interest of $30.14. So now I owe $56.30 because I was a loyal customer to this company. In another order (GCW7********2) I purchased an item for $159, then they put it on sale for $149 a couple days later, but never responded to chats or emails about that either. Thus I’d like a refund for both errors.
$56.30 for the first order GC*******3
$10.00 for the second order GCW*********2Business Response
Date: 02/10/2025
Thank you for contacting us. We are sorry to hear about your experience with
your used bass. We appreciate the feedback greatly to help improve our service.
We sent your feedback to the management team over our Seven
Corners location which is where your bass came from. They will be reaching out
to you within 24 to 48 business hours.
Again, we are sorry for any inconvenience. If you need
anything else, please do not hesitate to ask.
Thank you.Customer Answer
Date: 02/17/2025
This has not been resolved. The business replied stating that they were forwarding the complaint to the original seller or corp headquarters.Initial Complaint
Date:02/06/2025
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.
Complaint Against:
Guitar Center – Tallahassee, FL
**** * ****** St Suite #600, Tallahassee, FL 32303
Complaint Summary:
I received a gift of four guitar lessons from Guitar Center. When I went to the Tallahassee, FL location to redeem them, I was asked to provide my credit card information. I was told this was only in case I wanted to purchase additional lessons after the four sessions.
Despite never authorizing or agreeing to additional lessons, I was charged $110 on 01/19/2025.
When I called the store to dispute the charge, the Lessons Manager told me she would contact billing to process a refund. However, two weeks passed with no response.
I then contacted Guitar Center corporate, and they said they would reach out to the store, but I never received a response or a refund.
Desired Resolution:
I am requesting a full refund of the unauthorized $110 charge.
I also ask that Guitar Center review its billing policies to ensure that customers are not charged without consent.
Supporting Evidence:
I can provide a bank statement showing the charge on 01/19/2025.
I have records of my attempts to contact the store and corporate office.
Despite multiple follow-ups, Guitar Center has ignored my refund request. I would appreciate BBB’s help in getting this resolved.Business Response
Date: 02/06/2025
Thank you for contacting us. We are sorry to hear about your experience at our
Tallahassee location, we appreciate you bringing it to our attention. We sent
your feedback to the management team over the store and they will be reaching
out within 24 to 48 business hours.
Again, we are sorry about the experience. If you need
anything else, please do not hesitate to ask.
Thank you.Customer Answer
Date: 02/07/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22905452, and find that this resolution is satisfactory to me.
Regards,
G*** ******Initial Complaint
Date:02/04/2025
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 bought some equipment from Guitar Center. The employee who sold me the equipment did not relay any information about the equipment being faulty. The equipment was not functioning correctly and when I provided proof, they were rude about my observations. They refused to give a refund or offer any store credit. I have been contacting them and going to their location for weeks now, only to be ignored.Business Response
Date: 02/04/2025
Thank you for contacting us. We are sorry to hear about the condition of the equipment
you purchased. We sent your information to the management team over the
Colorado Springs location, and they will reach out to you within 24 to 48
hours.
Again, we are sorry for the inconvenience. If you need anything else, please do
not hesitate to ask.
Thank you.Initial Complaint
Date:02/03/2025
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 enrolled in a Bass Lesson and keyboard lesson for my sister and I at Guitar Center. We took classes for about 8weeks and I informed the Instructor on the last day of my class that i will no longer be able to take classes due to a new job opportunity in another state, i tried to let the manager of the store know not the charge my card the next billing cycle for classes but he was not around. So i resolved to cancel the classes online, as directed by their site but sadly the site was down and it was too late to call the store. The next day i found that the store had charged me for classes i was no longer able to attend. Reading they’re policy i called the store manager within 24hours of when the charge was made and he told me he could not issue a refund and the only way i could get my refund was to call the my bank to dispute the charges. Which i did at his request, I but ghe bank declined my dispute claim stating that guitar center said they were not willing to issue my refund due to their policy, even though i had been directed by their staff to do so. I reached out to the manager to let him know what was going on and he kept claiming there was nothing he could do, though their policy said i could get my refund if i had not taken the classes and I had reached out to then within 24hours of the charge Going to take the classes was not an option as i was tied in another state.
The manager kept telling me there was no way he could give me a refund even though it clearly stated on the policy that i could receive my refund if i called within 24hours. Thankfully i got screenshots of all what was happening. I have tried multiple times to reach out to the manager of the store but it has now come to this because the manager never returns my calls. I even contacted the customer service team in efforts to reach out to the manager but they spoke without letting me in on the call even though i was promised that i would be included in the call.Business Response
Date: 02/04/2025
Thank you for contacting us. We are sorry you are having
troubles cancelling your lessons and we appreciate your feedback. We sent your
feedback to the management team over the store and they will be reaching out to
you within 24 to 48 business hours.
Again, we are sorry for the inconvenience. If you need
anything else, please do not hesitate to ask.
Thank you.Customer Answer
Date: 02/04/2025
Complaint: 22889087
I am rejecting this response because:Thank you for reaching out to me, i have attached files of proof that i requested for my refund on time and proof that i was in discussion with the manager for my refund which was delayed.
Regards,
I****** *******Business Response
Date: 02/05/2025
Thank you for the additional information and context. We sent it to the District
Manager of the store. Someone will be reaching out soon.
In the meantime, if you need anything else please feel free
to email us at [email protected] and we will assist further.
Thank you.Customer Answer
Date: 02/07/2025
Complaint: 22889087
I am rejecting this response because:
I was promised a call to resolve this issue and haven’t heard anything back from this company. No one has reached out to me concerning my complaint and it’s been almost a week since i reached out to them for my refund. But it seems this might have to grow to a bigger problem before it can be resolved sadly.
Regards,
I****** *******Initial Complaint
Date:02/03/2025
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.
On 11/24/2024I purchased a bracket online for mounting an accoustic guitar my Mom bought for me in Hawaii when I was younger. I received a bracket for an electric guitar which would not accomodate the wider body of an accoustic guitar. I called and was told to return it to a store despite the fact I am not able to drive due to disability. SO on 12/10 I paid a friend $20 for gas and bought him lunch to get $54.11 For some internal reason I had to pay at the store for them to order it online. SO I am now out $128 so far. I received the accoustic mount and had my handyman install it for abot $120 ($248). After a couple weeks, I heard a loud crash in my home studio and found my $299 (in Hawaii) guitar cracked and the electronics that control it broken laying inside the body. I called mt studio's repair guy who said it would take about $200-250 to repair (which I will now do in case this has to go to court) (now we are at ($448) I was told by a very helpful (or so I thought) employee named Emily who On 01/24/25 said she would refund the bracket as well as a courtesy credit to assist with the damage. I understood, I was not going to get anew guitar, but she tried. It is now 1/31 and not only can noone seem to locate the "credits" they told me to contact the mfr of the bracket HAHA - they have direct numbers to these people I have the "contact us" button assuming they have a website. They practically laughed. I then purchased a used digital recorder that was misrepresented about how the recordings are stored. They said it was a CD burner BUT it was actually a very dated format of data storage a CFD which sells on Amazon for $30 and up. I was told I could return it to a ups store whcih will cost me an Uber ride ($30 +448, now we are at $478 lost. If I return it I will not get the upgrade shipping fee of $35 +$478 = $513 loss. I was offered a 15% discount on my next purchase - This is a terrible way to treat a long time custimer, so I just spent $700 more at Amazon.Business Response
Date: 02/03/2025
Thank you for contacting us. We are sorry to hear about your
experience and we hope we can help improve it.
We can set up a 3 attempt pick up to UPS can go to your
house and get the return for you. If this is okay email us at [email protected] and we will
get that all set up for you.
Again, we are sorry for the inconvenience you have
experienced. If you need anything else, please do not hesitate to ask.
Thank you.Customer Answer
Date: 02/03/2025
Complaint: 22885060
I am rejecting this response because:I am awaiting a complete original owners manual to determine IF the unit is actually defective. I have said numerous times I want to keep it but I need to see if it works. I have just obtained the correct owners manual & a DVD to get proper instruction.
Instruction all I ever asked for - I sold gear at Guitar Center and we were trained evey week on different equipment,
See attached
Regards,
K**** *******Business Response
Date: 02/04/2025
Thank you for sharing your feedback, we appreciate it so
that we may better serve our customers better.
If you need anything further, please email us at [email protected] and we will
assist you further.
Thank you.Customer Answer
Date: 02/04/2025
Better Business Bureau:
I accept the response and remember vividly in 2000 when I was a guitar player managing the pro audio and keyboard department and I not only led the store in sales every month but I had to get to work for mandatory training and I would send thank you cards
Regards,
K**** *******Customer Answer
Date: 02/05/2025
I accept the response because I am tired of repeating that I was just looking for a little guidance
This was not a money grab
I wanted to make a little better recording but not at this cost
Ad I said the Guitar Center I worked for with mandatory Friday meetings with manufacturers training and I used to find answers for customers not urge them to return it
I would always offer to help anyone out with a box and would never send them to wait in line again They don't even care that I returned the amp after I finished the song and told the clerk "spite" was the reason for return
All the greed - a neat little side effect of COVID
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