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:08/04/2022
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 7/16/2022, I saw a guitar online at GC in greenwood Indiana that i was interested in purchasing.It was a custom shop strat, so I called the store to make sure that it had a COA, and they said yes, so i bought the guitar and when i received the guitar it did have a COA but did not the guitar sn 3008.the COA they sent SN 3446 so i called the store and spoke with the manager and told him what was wrong and he said it was probably just a mixup and he would call me back and let me know what went wrong. waited a whole week,never heard from him. so i call back and he told me same thing never called. i called again he says he is short handed and cant help me. so I contacted Fender shop consumer relations and they told me that they can issue me a replacement COA if the guitar checks out to authentic and i will need to take it to a fender service center which is 220 miles from me, the service will cost $150 and there is a $75 fee for the COA and $100 worth of gas for the trip. so i ask the manager at the store would he refund me this amount and he said no just send the guitar back. i want to keep the guitar and i would have never bought it if they had to me that it did not have the COA and they should refund the amount that it cost me to get one.
Business Response
Date: 08/05/2022
Hello,
I'm sorry for the frustrating experience with the Guitar Center in Greenwood. 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 contact you within 48 business hours to go over a resolution for you.
Thank you for taking the time to share your feedback. Again, I'm sorry for the frustration you've experienced.Customer Answer
Date: 08/08/2022
I have reviewed the response made by the business in reference to complaint ID 17668476, and find that this resolution is satisfactory to me.
Regards,
B**** ******Initial Complaint
Date:07/28/2022
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 December, I purchased 4 guitar lessons for my daughter for Christmass. Guitar center provided us with a gift card we could use any time to redeem the 4 lessons. When we attempted to use the card, I'm now told the price has changed and we are unable to get the guitar lessons we paid for.Business Response
Date: 07/29/2022
Hello,
I'm sorry for the frustrating experience with your local Guitar Center store. 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.
If you could please give us more details, such as the store that you purchased the lessons from, and email them to [email protected] or reply to this complaint with those details, we will have a member of management contact you 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:07/26/2022
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.
Purchased a Guitar from Guitar Center on 09/06/20 with a 24 month warranty. I was sold the warranty by the sales rep and he informed me, if anything happens to the guitar, guitar center will replace it. I thought that was a great deal. He also said I didn't need any pictures of the guitar broken. I said that's awesome. I live in Pennsylvania, I was in Delray Beach FL taking care of my mom for 90 plus days. She was on Hospice. After she passed in late November, I stored the guitar at my ex-wife's house in Naples FL. She called me a month ago and was very upset, she was moving to a new place and the guitar was crushed and she didn't know what to do. I told her , no big deal, I have a warranty and per the sales person, no pictures are needed. I called Guitar Center and everything was cool until they wanted me to bring the broken Guitar to a store near me in Pennsylvania. I told them what happened, i was informed if the manager of the Delray store says its ok that I don't have the guitar or a picture, they will replace the guitar. I spoke to this Manager, and he was hell bent that none of his sales team would ever say that to a client. He called me a liar. I didn't want the warranty until the sales person told me how easy it is to get a replacement. I have no reason to lie. I own 10 plus guitars and tons of gear. I didn't understand why I have to suffer when I was told, you don't need the guitar. Guitar Center on *** ****** ****. Delray Brach FL. Beware of fast talk. I was told 1 thing and now I'm called a liar.Business Response
Date: 07/28/2022
Hello,
I'm sorry for the frustrating experience with the Guitar Center in Delray Beach, 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 will be contacting you within the next 48 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.Customer Answer
Date: 07/30/2022
I have reviewed the response made by the business in reference to complaint ID 17625536, and find that this resolution is satisfactory to me.
The rep who called me was excellent. Warranty is being honored and same Guitar is being sent to me. I also purchased another warranty.
Very satisfied customer
M*** *******Initial Complaint
Date:07/25/2022
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.
We ordered a Saxophone from Guitar Center online in March of 2022 via order # GC**********1R1. Everything was fine until the end of May when a random piece of the saxophone broke off. We contacted pro coverage and were incorrectly told to bring it to our nearest Guitar center. Which we did on June 6th. We waited and after contacting the store multiple times we were finally told we need to file a claim through assurion and then mail it off. We did not even receive a label until today July 25th, and only after asking to exchange or refund the product for breach of warranty. They refused this request and insist we get it repaired only, but we have already been having to rent another instrument for the 2 months it took them to even get to this point.
Initial call-June 3rd
June 6th saxophone dropped off at store.
Store contacted for update on 6/20. Told to wait.
Contacted June 27th told to file claim with procoverage to ship off.
June 27th contacted procoverage. Told label would be emailed within 24 hours.
June 27th called store back to have them contact assurion to get label because they were in possession of saxophone. Was told they would take care of it by manager Kat.
Waited several weeks assuming it was being repaired.
July 20th- contacted guitar center and spoke with kat who state she was told by assurion I would get the label. I went through all email since june 27 including junk and never received a label. Contacted assurion again, requestsd to exchange if possible and was told no. Stated they would elevate to management but would resent label. Never received a label.
July 25th- called again after never receiving manager call back. Called several different times trying to get to a supervisor who could assist me. Supervisor Nick put in request to initiate refund and tried to send label while on the phone. This label i received. Refund was denied. Called and spoke to another supervisor to try and appeal buy back decision given the breach of warranty. Denied.Business Response
Date: 07/29/2022
Hello,
I'm sorry for the frustrating experience with the Guitar Center in Colorado Springs, as well as with Asurion on getting your Saxophone repaired. 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 48 hours to provide an update and help towards a resolution with on this.
Thank you for taking the time to share your feedback. Again, I'm sorry for the frustration you've experienced.Customer Answer
Date: 08/01/2022
Complaint: 17621768
I am rejecting this response because:
Regards,
J**** *****Business Response
Date: 08/03/2022
Thanks for the response,
If you are still in need of assistance on this, please feel free to contact us at [email protected] as this rejection was blank on our side.
Thank you!
Customer Answer
Date: 08/03/2022
I am rejecting this response because:Although I appreciate the expediency in which you had the manager at the particular store call me. My issue is not with her or her store. Having me talk to someone whom I have talked to multiple times to try and resolve everything already, doesn't address the nature of my complaint at all. The fact of the matter is, a 2 month delay due to your procoverage department is the issue hear. Per their own admission, the repair process to include mailing back and forth takes on average 2 weeks. 2 weeks I would have happily accepted. 2 months before I even get a label, 2 months before my instrument is even touched, is unacceptable. Are you going to pay all the rental fees I have had to dish out for what will be almost 3 months by the time I get the instrument back? Here was my prior rejection response
Regards,
J**** *****Initial Complaint
Date:07/18/2022
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.
The Guitar Center is advertising a guitar for $999, when I use the link it says "call for pricing". I called and they said they can't sell it for $999 but they can give me 10% off. I told them I'm entitled to the advertised price per CA law. The guitar center supervisor said, "although it's advertised for $999 when you clink the link it advises you to call for pricing." This is not my area of expertise but his explanation seems wrong, the emotion I feel is that I am being swindled, please help me with this complaint. The guitar is a "clearance " item and I confirmed they have two in stock.Business Response
Date: 07/20/2022
Thanks for contacting us and we apologize for the inconvenience
this has caused.
The guitar that you are asking for specifically is unfortunately
no longer in stock and has been discontinued. We had very limited clearance
stock in our Guitar Center Stores that is no longer available.
If there is another guitar or anything else that you are
interested in, we can look into getting you the best price available. Please contact
us at ###-###-#### or by email and we’d be happy to check for you.
Thank youCustomer Answer
Date: 07/20/2022
I am rejecting this response because: You completely failed to address the issue, you advertised the guitar for $999 on Google and when I called your sales manager he told me he could take 10% off of $2699. Why would you offer me another guitar without providing me an explanation for the two different prices? At the time of this writing I just confirmed you still have it in stock! I guess ill get another apology for that mistake. Yeah I'm done with GC.
Regards,
P*** *******Business Response
Date: 07/22/2022
Thanks
for the response.
If
you are seeing a price on Google or another webpage that is not our website,
this is likely a re-triggered or re-targeted ad that is based off your in
browser cookies and is typically affiliated with a third party.
It
is suggested to clear your cache and cookies, as this can clear these ad's
from your browser and refresh their listings and price.
We
do not advertise the price of this guitar on our website or in ads, and will
investigate with our webteam and Google as to why this ad showed a price tag. Unfortatnly
we do not have control over retriggered / targeted ads.
If
there is anything else we can assist you with, please don't hesitate to
ask.
Thank
youCustomer Answer
Date: 07/22/2022
I did clear my cashe and the price comes out the same, bottom line it is your add,to say you "have no control" is ridiculous. So we went from your"sorry it's out of stock" to "were not responsible for the add". The number you provided is your general number, i called and nobody was aware of this BBB complaint. You have not provided me with a phone number or a person that is familiar with my complaint, and you have not made any attempt to call me, as a customer i interpret that your level of attention is low, you should raise it.Initial Complaint
Date:07/15/2022
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.
July 6th 2022 I ordered a casio keyboard from guitar center.
Around the 9th I noticed my item had yet to be shipped although on the website it says most items ordered before a certain time are usually shipped the same day and others are shipped 1-2 days and delivery would still take 3 -5 days.
I contacted customer service and was met with an immediately alarming experience. The associate showed an active attempt to deter me from speaking to a supervisor and a lack of willingness to help me. The associate told me the supervisor refused to speak to me. Once I informed the supervisor of this they assured me they did not say that yet told me they would be sending me back to that associate for updates as "they were more than capable". I had to request a review of the phone call and a different associate. The supervisor also showed a lack of care yet told me they would contact the store and have my item expedited and shipped by july 10th.
On the 10th I saw a no updates, I contacted customer service. I spoke with an associate who told me the store "ran out of shipping material and had no time estimate of when they would be getting more". I would have never known if I didn't call although they were supposed to update me. I was also told to leave feedback for the store. I spoke to a supervisor who again assured me would make sure my shipping was not only expedited as promised but also refunded due to the clear unreasonable circumstances and experience.
The next day I left feedback for the store. Shortly after I received an email saying my item shipped finally after a week.
July 15th tracking is now showing "no order found" it's been cancelled/deleted yet the charge is completed.
An all around horrible experience. I certainly feel robbed in so many ways. Robbed of time, Robbed of the experience of purchasing my first keyboard This is a deterring experience and robbed of money.
I'll never get the time I wasted waiting and continuing to rectify this issue back.Business Response
Date: 07/15/2022
Thanks for bringing this to our attention and we apologize
for the inconvenience this has been.
We will make sure to follow up with the management team over
the agents that you worked with to ensure a better customer experience going
forward.
Looking over your order, we are showing that it has shipped
UPS under tracking number 1ZV7407F*********7 with a current ETA of 07/20/2022.If there is anything else that we can do to make this right,
please don’t hesitate to ask.
Thank you for taking the time to share your feedback. Again,
I'm sorry for the frustration you've experienced.Customer Answer
Date: 07/18/2022
Complaint: 17571445
I am rejecting this response because: Clearly my shipping was not expedited as promised and nowhere in this response was there mention of refunding me the shipping cost as I was also promised.
Regards,
D****** *****Business Response
Date: 07/22/2022
Thanks for the response.
We have refunded your shipping. $18.65 will be processed back to your original payment method within 24 to 72 hours.
Additionally, we will follow up with the Guitar Center store who shipped your gear to provide this feedback to them to ensure for a better customer experience here on out.
If there is anything else we can do to make this right, please don't hesitate to contact us.
Thank you
Customer Answer
Date: 07/22/2022
receiving my refund for shipping and the follow up with the store is acceptable to meInitial Complaint
Date:07/14/2022
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.
Dishonest people work here in Fairfax. When we bought a 2K Roland drum set, the deal was presented to us for 4 free drum lessons if we pay all at once. It happened on September 17th 2021. In May 2022 I was surprised that we were still signed up for the "membership" of monthly $125 payments. So the guy who was given lessons was having free time at our expenses for 8 months! We didn't get any information about it, but he still had it on his system visible even after no one showed up to the lessons for a couple of months in a row after those 4 free lessons expired.
The Business representatives admitted the mistake but agreed to return for only 3 months. We didn't agree to take the money because we've been unknowingly paying for this dishonest business and that doesn't sound morally correct. So we still ezpecting a refund for the amount of $1000. ( 8 months for $125).
Thank you
I**** ********Business Response
Date: 07/15/2022
Hello,
I'm sorry for the frustrating experience with the Guitar Center in Fairfax. 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 24 to 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.Customer Answer
Date: 07/25/2022
I am rejecting this response because:So, as of today July 25th nobody called and no refund was given since that letter I would like to escalate this issue.
Regards,
I**** ********Business Response
Date: 07/27/2022
Thanks for the response.
We have contacted the store for an update on this, and have been informed that a member of management would be contacting you shortly to go over the refund.We have also contacted the district manager to oversee this as well.
If you do not hear from the store in 48 business hours, please contact us at [email protected].
Thank you
Customer Answer
Date: 07/28/2022
Complaint: 17564905
I am rejecting this response because:Because last time nobody contacted me within 48 hours
I want to make sure that communication happened
My number is ###-###-####
or you can contact me by my email i****.********@gmail.com
Thanks
I****
Regards,
I**** ********Initial Complaint
Date:07/13/2022
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 ordered a used piece of electronic equipment (a stage monitor) from the company via their website. I received it with no power cord. The item does not operate without a power cord, and the item listing said nothing about a power cord not being included. As I explained to the rep I spoke with, electronic equipment like this is always sold with its power cord unless the listing indicates that no power cord is included. I asked the company to provide me with a power cord, and they have not done so, nor have they followed up on my requests (detailed in the supporting document). My order number was GCW4*********.Business Response
Date: 07/14/2022
Thanks for contacting us and we apologize for the inconvenience this has been.
We have gone ahead and placed order GC1*****02 for a replacement power cable on us. You should have been emailed the confirmation for this and will receive an email communication once this has shipped out, with tracking information.
If there is anything else we can do to make this right, please don't hesitate to ask.
Thank you.
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