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

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 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.

Initial Complaint
Date:09/16/2022
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.
My husband and I purchased multiple items from Guitar Center, 8957 Tehama Ridge Pkwy, Fort Worth, TX 76177. This included microphones and an amplifier. The amp blew out on Sunday, September 11th. When we contacted the store about our warranty we were advised it did not have a warranty. We specifically requested this from the store manager who assisted us. Everything is covered except the amp, which we were adamant about protecting as it was a used item. We have repeatedly contacted the store for assistance, but NO ONE is willing to help. We need the amp for our ministry and are now looking to have to purchase another. I do not believe this should be overlooked as we spent a great deal on ALL of the items we purchased from this store!
Business Response
Date: 09/16/2022
Hello,

I'm sorry for the frustrating experience with the Guitar Center in Fort Worth, TX. 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 from the store will be contacting you in 48 business hours to go over a resolution on this.

Thank you for taking the time to share your feedback. Again, I'm sorry for the frustration you've experienced.
Initial Complaint
Date:09/14/2022
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.
I purchase a used Line 6 PodGo from GuitarCenter online on 4/15/22 and after receiving it I decided I wanted to return it and purchase a used Line 6 Helix LT from them. My wife returned it to the South Bend, IN store on 5/25/22 (well within their 90 day return period). The associate that assisted her in store was Aaron, not sure of his last name. He told her that once they sent the unit off that the refund would be back to my card in 3-5 days. About 10 days later I called Guitar Center and they said they hadn't received my item and had no record of it. So, I filed a dispute with Apple Card/Goldman Sachs on 6/6/22. The order status on my Guitar Center account showed "returned" but I obviously never received a refund. Apple Card sided with me and refunded me finally on 8/31/22 (had a temporary credit while they were sorting that out, props to Apple Card). Fast forward to Sunday 9/11/22, I purchased a Fender FMT HH Telecaster and when checking out it basically said it'd ship same day. On Wednesday 9/13/22 it still hadn't shipped so I contacted Guitar Center through their chat feature and Abril L. let me know that "This order is still in review by our Verification team, it shows here that you have to settle the charge back." I told them to go ahead and cancel my order and refund me and explained this saga and they went ahead and cancelled/refunded me. I can't say enough good things about the way Abril L handled things and assisted me. I can say I will never purchase so much as a guitar pick from Guitar Center ever again after this. They were holding my money and guitar hostage until I paid for Pod Go that I had returned and never received a refund from. Attached is all of my supporting documentation.
Business Response
Date: 09/16/2022
Thanks for contacting us and we apologize for the inconvenience this has caused.
We are in contact with the store management team and the district manager over your order and are investigating what happened to the item in question.
We will also review your account with our verifications team and see what steps need to be taken to have your account released as it appears there is a disconnect on what happened at the store level.
Once we have an update, we can contact you at the email and phone number listed. We estimate late next week we should have an answer and resolution for you.
If there is anything else we can assist with in the meantime, please don't hesitate to contact us.
Thanks
Initial Complaint
Date:09/14/2022
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.
On 8/29 I purchased a case for an Amp. Order #GCW3********0 for $45.57. The case was a Yamaha THR Amplifier Bag. On guitar centers website it has verified purchasers that state mutipal times it fits the Yamaha THR30II (my amp model number). When I recieved my purchased the case/bag was too small to fit my amp. I sent an email to guitar center on 9/2 stating the Yamaha THR bag doesn't fit my THR amp and needs returned. On 9/5 I received an email apologizing for the inconvenience and a return authorization number GC2*****82. I then looked up how to return it and took it to my local store. They were not able to return it because it was locked and the employee told me that the online store should be sending me a return shipping label. I have emailed guitar center half a dozen times and still have not received a shipping label to return this case. I get responses like "check your junk mail, verify your email, we did send it You haven't received it yet? " I want guitar Center to send me the shipping label, give me a full refund, and fix the false information on their website.
Business Response
Date: 09/16/2022
Thanks for contacting us and we apologize for the inconvenience this has been.
It is very strange that the store wasn't able to return the item. If you would like to return this in the store, we can cancel the return on our end so that the store can recreate the return. Please let us know if this is what you would like to do.
Either way, we have got with the agents you were working with at the [email protected] email address, and are having them reply back to you on there with the Return Shipping label attached to that reply email as it seems there is an issue in receiving the email from UPS.
Additionally, we have update the product page in question to reflect accurate information. This should update within 24 hours on the website.
If there is anything else we can do to make this right, please don't hesitate to ask.
Thank you
Initial Complaint
Date:09/12/2022
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.
Customer service got pretty upset with me when I canceled an order. The order was canceled because they wanted me to send them screenshots of my bank statement.

Sorry, that is an unreasonable request.

After they canceled my order, they proceeded to keep the money. It is now 11 days later since the initial charge and they are refusing to issue refund. Contacting support only results in conflicting information from previous contacts with them.

I have video of chats with CS representatives and I have all of the chat logs. They are vindictive and angry people, bitter with a customer because of a cancel and refund. This is unprofessional at best.

This company is literally holding over $300 of my money for no reason other than to hold on to it.
Business Response
Date: 09/16/2022
We're sorry to hear about the negative interaction with customer service and that you haven't gotten your refund back.
We will make sure to follow up with the management team over the agents you worked with to ensure for a better customer experience.
In regards to your order, GCW4169389850. We do not collect funds until an order has shipped, instead, a pending authorization is placed by your bank to ensure the funds are available for when capture takes place. Typically these pending authorizations are released back to you after 7 days, but some banks hold them for longer as we have experienced some holding them for 30 days. Checking on our end and with our accounting team, we never captured the funds and the authorization was cancelled on our end, so we wouldn't be able to capture them.
If you are still not seeing your refund, we strongly recommend getting in contact with your bank to see if they are still holding this. If they are unable to see that authorization, we advise you to dispute the charge and that should trigger the authorization to be released back to your account.
If there is anything else we can assist with, please don't hesitate to ask.
Thank you
Customer Answer
Date: 09/19/2022

I am rejecting this response because:
I reject this answer from the business because it's a FLAT OUT LIE and nothing more.

Regards,

K**** ******

Business Response
Date: 09/23/2022
Hello,
Thanks for the response and we are sorry to hear you feel that way.
Again, If you are still not seeing your refund, we strongly recommend getting in contact with your bank to see if they are still holding this. If they are unable to see that authorization, we advise you to dispute the charge with your bank.
If there is anything else we can assist with, please don't hesitate to ask.
Thank you
Customer Answer
Date: 09/26/2022

I am rejecting this response because:
You can feel as sorry as you wish, but it doesn't change the fact that you charged my card and are denying it and the reversal of said charges despite evidence to the contrary. Your CEO should be ashamed of what his company is.
Attached is an image showing your charge and when it was made. Nothing but paper trails, fellas. You lie. The dozens and dozens of reviews on BBB and other sites proves not only your track record in this regard, but it also provides concrete evidence for my future pursuit into this.
Cheers.
Initial Complaint
Date:09/08/2022
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 had purchased a ALTO Uber PA from Guitar
Center on 09/03/21 $189.00. I paid for 2 years warranty for any damages. The
salesman did not explain to me or nothing in writing or show me anything in
writing what was or not covered.
I was outside
wy I was barbecue, and the sun was out after checking my meat. Went in
the house to put more meat on the grill. Came back outside it was raining with
the sun out I ran outside . I quickly took the speaker in the house. Dry it off
let it sit a little bit to see if it works. It did for a minute, then it
stopped. I did not leave it unattended.
So, I called Guitar Center the next day and told them what
happen. One of the salesmen looked it for to see if I had coverage. Salesman
said yes you have coverage and he said if damaged. You can get your money back.
I told him I wasn’t to get another speaker or just fix it if can.
I told salesman, I be in the next day. I explained the same
thing to the sale lady to what happen with the speaker. She said she got to
take a claim out. I talked to the insurance lady , I told them same thing what
happened and she said good news your covered. She said I would need a picture
front and back of the speaker, then she said within 4 hours text or email the
picture.
I gave them my new number to the store. I asked
to speaker to a manager, they said call back in 2 to 3 hours. Then I called
manager said he can’t fo nothing. I said you can’t even look at it or have it
fixed? Still under warranty. He said no, I said you should tell customer or
have something showing what is covered. Then the manager said they got the same
one with shipping for $90 to the store for 10% off. No, don’t want. I paid for
coverage all ready.
Business Response
Date: 09/13/2022
Hello T**** ****,

I'm sorry for the frustrating experience with your local
Guitar Center. 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.

Please respond to this complaint or email us at
[email protected] with more details such as what store location you
visited, sales receipt numbers, along with the contact method you prefer, and
we can get this addressed for you by management.

Thank you for taking the time to share your feedback. Again,
I'm sorry for the frustration you've experienced.
Customer Answer
Date: 09/21/2022

Complaint: 17935164

I am rejecting this response because:
The store location is 2601 W. Lake Ave Peoria, IL 61615, the sales receipt number is 3*****4662 Customer number 36*****743 T**** *********. I prefer you call my phone ###-###-####.

Regards,

T**** *********
Initial Complaint
Date:09/05/2022
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 August 22,2022 I ordered a used Casio keyboard piano from Guitar Center for about $117 with order GCW*********3.

While the website promises same day shipping, nearly two weeks later and my purchase has not shipped. I have been in contact with customer service five or six times since I made the purchase. Sometimes I'm told they will call/email the store and get back to me. Then no one gets back to me.

A few times I've been assured my item has been picked and is just waiting to be handed to a parcel service. The 24-48 hour window passes and still no shipment. I have been mislead and given the run around repeatedly.

Guitar Center took my money and has shows no intention of shipping me the product I paid for.
Business Response
Date: 09/08/2022
Thanks contacting us and we apologize for the inconvenience
this has been.

We were able to get ahold of the store and your order was
shipped Next Day Air and delivered yesterday on UPS tracking number 1ZE60W261323068943.
We apologize for the delay in shipment on your order, we
have refunded the shipping on your order. A refund of $20.84 can be expected
back to your original payment method within 1 to 3 business days.

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

Thanks
Customer Answer
Date: 09/08/2022

I have reviewed the response made by the business in reference to complaint ID 17916683, and find that this resolution is satisfactory to me.

Regards,

J** ******
Initial Complaint
Date:08/29/2022
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.
On may 20, 2022 at 6:30PM I bought a $328.88( with taxes) NEW guitar on Guitar Center in Orlando FL.
When we got home, the guitar was sounding weird, so After a couple of days, I went to the store to change the guitar.
They said it was something that they can fix, so to be a nice human being, I said OK, and I TRUSTED on the Guitar Center guy that he was fixing the problem. I actually asked if I could find/ buy the tool he was using, actually said NO, it's a special tool. Ok.
I called again, and they recommend me to buy a tool, they gave the measurements of the tool. We bought 2 wrong ones, it was not the one he was using.
So we went there at Guitar Center again, and the said: Sorry, is more than a month now, we do not exchange or give refunds.
I contacted directly the manufacturer Breedlove Guitars, and they said to send to their place, will spend $60 dolares to send to them. I they said if they decide that is not a defect on the guitar, I will have to pay the shipping back to my house... and keep the broken guitar.
So frustrating. I really tried on the right way, but this is not fair.
Please help me to dissolve this problem, I am really getting stressed with something that I bought to release my day by day stress.
Thank you!

Ps.: I am sending my bank statement as a prove that I paid. They printed the receipt, and they kept the last time we went there.
Business Response
Date: 08/31/2022

I'm sorry for the frustrating experience with the Guitar
Center in Orlando, FL. 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 from the Orlando store will be
contacting you within 48 hours to go over the experience you have had.

Thank you for taking the time to share your feedback. Again,
I'm sorry for the frustration you've experienced.
Customer Answer
Date: 09/07/2022

I have reviewed the response made by the business in reference to complaint ID 17765139, and find that this resolution is satisfactory to me.

Regards,

S**** ******
Initial Complaint
Date:08/18/2022
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.
July 22 placed online order for a used p900 speaker system for $1911.35. Received 2 out of the 3 parts that make up the speaker system. Guitar center customer service acknowledged this and put out an internal alert for missing part. 8/10/22 I received call that missing portion was located but not sure he can send to me. He needed permission from a supervisor to send missing portion. So I then submitted screenshots of my actual order i saved. The photos clearly show the missing portion in each of all 8 photos. No where does it say it’s not complete system. It did say used so I was aware cosmetic issues were likely. I also submitted screenshots of all wording and descriptions form order that explained the amplifier power included in system. The amplifiers are only in piece I didn’t receive and I have in writing from manufacturer that pieces from system are not available or ever sold separately. 8/11 received call that sending me missing part wasn’t an option. I Was told only way for me to have a complete system was to order a new one that’s back ordered for a month or so. It was at a minor retail discount which equated to around an additional $1800. My order status was changed online to “returned”. I have no intentions of returning without a respectful and agreed resolution from company.
Business Response
Date: 08/24/2022
Thanks for contacting us and we apologize for the inconvenience
this has been.

Unfortunately your Open Box item does not include box 3 and
was priced online in accordance to this. If you would like to get the whole
system, we can set up a return for the open box unit you received and get you a
great deal on a new, manufacturer sealed speaker system when they become
available to us from the manufacturer.

If you need help setting up a return or beginning this
process, please give us a call at 866-498-7882.
Please let us know if there is anything else we can assist
with.

Thank you!
Customer Answer
Date: 08/30/2022

I am rejecting this response because:This is going backwards. There is an excellent customer service agent at GC that understands the facts.
Company response here infers i should have known about incompletenes
Will author or any company representative show me where On my order and description does it state that subwoofer was not included? Or that my description says it’s a 1400 watt powered speaker. Yet there’s no amp or electronics? Price I paid doesn’t even make sense if you factor the value of electronics part of system but I didn’t receive.

In contrast, I can prove with order and description screenshots about the complete speaker I purchased. It’s simple truth in advertising. As I also stated and forwarded an email to GC;statement from a rep for a*** **** /ld systems explained the Maui p900system is never sold separately whatsoever. That they obviously made a mistake. There are only 2 boxes speaker system is shipped in by manufacturer.
How good deal if it’s useless. The portion I received Has no electronics and I verified there is no way to purchase only the subwoofer.
The discounts I’ve been offered to purchase similar would need to be significantly improved to since I’ve been trying to
from and/or different equipment are minimal and ordinary. Certainly far from great. In some cases less than what other authorized dealers offer on a daily and there’s no month long back order to further contend. It’s easy for company to make this right so with high quality service rep I’ve communicated with I remain optimistic that we can easily and quickly resolve this.

Regards,

****** S.

Business Response
Date: 09/02/2022
Thanks for the response.

We can contact the agent you were working with and see if
they are able to go over this with you in more detail and assist further.
At this time, we can offer you a return and will provide a
UPS prepaid return label and can get a return started as BOX 2 is not available.
If this is something that you would like to do, please give us a call at 855-770-3373.

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

Thank you
Customer Answer
Date: 09/12/2022

I am rejecting this response because:Before I wrote to bbb I looked at prior complaints. I was optimistic since common sense was used. GC seemed to have read customers complaint and addressed problem w genuine concern and try to get complaint closed. Unfortunately I believe opposite has occurred here. ignored questions and proof I’ve submitted that would acknowledge mistake. How can we have a resolution without truth and facts being acknowledged? Everyone keeps offering a return to complete system I was sold. So I then spend more, wait additional month; and make additional profit from me. It’s not about money since your colleague can confirm I offered to pay more initially and order more when I wasn’t sure if I made mistake. As I learned and tried to work w GC towards a compromise or solution; I realized I was only one being flexible. Even with proof from the supplier of this item (A*** ****) Im only offered a one sided solution to make gc mistake go away at my expense. The discounts are nothing special and same at other authorized dealers. I spoke with the sincere quality representative you suggested I speak with again. There were no new options. The sub is still not missing for over a month as of the 10th. The system I purchased thru non truth in advertising has just been deemed BOX ONE because of this BBB correspondence. BOX ONE is not “available” just like it’s counterpart. Thanks for responses. Maybe I’m misunderstanding but If this just keeps goin like this without accountability …. I’ll try different .org I l looked into.

Regards,

****** S********
Initial Complaint
Date:08/08/2022
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’ve been missing my guitar from guitar center for like 2 months, i called they said they opened a case and they would reach out too the store (they never did) i emailed them saying i spent $140 on a guitar that’s not here, i called the store that shipped it in queens, Guy insulted me and hung up. i will bring legal action if this doesn’t get resolved, this is ridiculous!!! it says returned yet the gift card was never given too me!!!! trash business seriously i never get my guitar i play phone tag, get insulted for it too say returned and never get my money back. that’s illegal! My names Zara, my emails ********@icloud.com, Order number GC******23
Business Response
Date: 08/11/2022
Hello,

I'm sorry for the frustrating experience with the Guitar Center in Queens. 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 contacting you within 48 business hours to go over your experience and assist in coming to 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: 08/15/2022

I am rejecting this response because:

I got a email saying i’d get a refund, ive checked my original payment which was a guitar center gift card and i was still lied too!! 5 days later there’s no balance… Seems they literally lied.

Regards,

Z*** ********

Business Response
Date: 08/16/2022
Zara,
The store manager at Queens has been attempting to call you to go over this.
Our Gift Cards are not reloadable, and thus your refund was sent back to credit on account. The management team and refund this back to another Gift Card or another Credit Card should you choose, but in order to do this we need to speak with you either on the phone or in person at the store.
If you could please return their call or email, we can look into getting this resolved for you.
The store can be contacted at (718)-278-7777 and please ask for Foisol.
Thank you
Customer Answer
Date: 08/31/2022

I am rejecting this response because:
I’m so sick of guitar center GCW********81 took 6 days and YOU RANDOMLY CANCELED IT, No reason. I ask on live chat support they said it’s my bank. I was given a visa guitar center gift card for a order that never came. So too recap i ordered a guitar 4.5 months ago, never came took 2 months too refund. Then sent me a card with my refund that apparently doesn’t work. you gave me a refund on a useless card, randomly canceled my order. i try emailing i’ve been waiting 4 days. nothing. I will take legal action how many times will i have too do a bbb review just too get help. i want the order YOU people Randomly canceled or my money refunded in store credit since the card YOU gave me is fake, shipped. i’m over it you people suck.

Regards,

Z*** ********
Initial Complaint
Date:08/04/2022
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.
I initially brought a guitar in to get the strings changed and tuned, and I simultaneously signed up for a lessons package (a one time signup). I was called to pick up the guitar and told that it was tuned and the strings were changed. Upon inspection, neither was true. There was grime from the old strings (it was a gifted guitar that had been stored) still on the strings exactly as before and it sounded completely out of tune. I called back to complain and asked the store manager for a refund. I was told that I could not get a refund and that they did not believe my complaint. I then stated that was fine, and asked to cancel my lessons (which I had not yet attended, even once) and to be refunded for that. They stated they would have to ask a district manager. Later, the manager called me to inform me that they would not be refunding me the money. I informed them to cancel my lesson s and take me and my information out of their system as I did not wish to do any business with their store. Then, on July 29, 2022, I was charged $115.00 for more lessons. I have repeatedly called to notify them of this error, but each time the store claims that the person "authorized" to handle my problem is gone, or is at some other office. I cannot continue to be charged $115.00 per month for a service I have not and will not receive(d). They refuse to correct this problem.
Business Response
Date: 08/05/2022
Hello,

I'm sorry for the frustrating experience with the Guitar Center in Fresno. 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 contacting you within 48 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.

Customer Answer
Date: 08/08/2022

I am rejecting this response because: I have been told repeatedly by this business that someone will "look into it" and will "call me back." But the only corrective action necessary is a full refund. It should not take over a week to get a business to correct their mistake that has cost the customer money. It cannot be the case that both the District and Store Manager are on vacation simultaneously and those are the only employees in the entire national organization with the power to issue a $115.00 refund. To the extent either are in the office, they need to process a refund immediately. To the extent they are not, this complaint needs to go to the next higher authority able to issue a refund.

Regards,

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

Business Response
Date: 08/11/2022
Thanks for the response.
We were informed that the store management team has contacted you and refunded your latest lesson.
If there is anything else we can do, please don't hesitate to contact us.
Thanks
Customer Answer
Date: 08/12/2022

I have reviewed the response made by the business in reference to complaint ID 17670602, and find that this resolution is satisfactory to me.

Regards,

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Guitar Center, Inc. is BBB Accredited.