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:01/27/2025
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.
On December 12th 2024, I attempted to purchase a microphone on Guitar Center's website using a Klarna one-time card. The website told me the order was complete, but I never received a confirmation email. I went into my account on the website and couldn't find a record of my order anywhere. I went to the Klarna app to see that the payment was processed, however.

I called Guitar Center Customer Service and spoke with D***** ******* who could not find a record of this order, either. So he advised me to purchase it a second time, using a new Klarna one-time card, assuring me that the original Klarna payment would drop off and I would not be charged. So I did that. Still no confirmation email, still no record with guitar center, still was charged via Klarna. D***** had assured me again that since I was not getting the product, I would not be charged. I ended up going directly into the store to purchase the item in person which went smoothly without any issue.

Klarna did end up charging me for all three purchases, even though only the last one resulted in my receiving a product. When I tried to get D***** to resolve the issue as he promised, he refused and said I would have to handle it with Klarna as he has no control over what happens. I would not have submitted that second order, or even the third, if he hadn't advised me to do so and assured me that he would handle any issue with Klarna. I requested to speak to his supervisor, which he ignored and avoided in multiple correspondences before assuring me that I would hear back in the next week. This was several weeks ago and I still have not heard back.

The first two charges did get refunded after spending a great deal of time arguing with Klarna, who said Guitar Center denied my claim for a refund. But after all of the time and stress I went through not having my money throughout the holidays and having to resolve the issue on my own with zero assistance or accountability from Guitar Center, I want a store credit.
Business Response
Date: 01/27/2025

Thank you for contacting us. We are very sorry to hear about
your experience and apologize for any inconvenience. We sent your feedback to
the management team of our Contact Center 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: 02/03/2025

Complaint: 22858345

I am rejecting this response because:
I never heard anything from the company- they have not contacted me.

Regards,

H****** ****

Business Response
Date: 02/05/2025

Thank you for contacting us. The management team has been
trying to get ahold of you via phone and email. Please give them a call at your
earliest convenience. Hanif Azim is the member of management reaching out.

If you need anything else, feel free to reach out to us at [email protected] and we
will help you further.

Thank you.
Customer Answer
Date: 02/10/2025

Complaint: 22858345

I am rejecting this response because:
The manager finally reached out to offer "some cables" for my trouble. After accepting, I did not hear back for 4 days. Then he passed it back to the associate that lied to me to begin with, who said he was sending one single cable. When I challenged that, showing the correspondence stating I would receive more than one, they are telling me it's incorrect. This company does nothing but lie to get people to cooperate and then pull the rug out from under them.

Regards,

H****** ****
Initial Complaint
Date:01/27/2025
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.
Amp arrived severely damaged, they offered to take off a minimal sum or return the very large amp that I needed for upcoming shows. Doesn't work well and is internally damaged. None of which I could have ascertained in time.
Business Response
Date: 01/27/2025

Thank you for contacting us. We are very sorry to hear about
the condition your amp arrived in. We sent your feedback to the management team
over the store than sent the amp and they will be reaching out within 24 to 48
hours.
Again, we are sorry for the inconvenience. If you need
anything else, please don’t hesitate to ask.

Thank you.
Customer Answer
Date: 02/03/2025
You didn’t help at all
Initial Complaint
Date:01/21/2025
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 purchased recurring guitar lessons for my daughter with the ability to cancel at anytime. After a month she decided not to continue the lessons. I tried calling the store but could not reach a live person to discuss classes. I looked up online how to cancel classes and used a link on their website as directed. I selected “cancel recurring lessons”. The next day I received an email confirming was CHARGED for another 4 lessons! Nothing was cancelled. This is fraud!!
Business Response
Date: 01/21/2025

Thank you for contacting us. We are sorry to hear about the
lessons not getting cancelled. 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 and assist further.

Again, we are sorry about the inconvenience. If you need anything else, please
do not hesitate to ask.

Thank you.
Initial Complaint
Date:01/21/2025
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.
I tried to sign up for guitar lessons with my local guitar center in Ocala through the website. After a few days of not hearing anything back from them I called the store and reached a lady who claims her name is “D”. I also spoke to the store manager Chris Garcia who was kind of rude like d was to me. All I asked was to speak with the instructor ray rogers before I went to the store. They both refused abruptly. Not good customer service at all. I got a right to talk to the guy who’s gonna be teaching me and I’m going to be paying to do so. They are wrong. D is not a musician. Period
Business Response
Date: 01/27/2025

Thank you for contacting us. We are very sorry to hear about your experience with
our Ocala location. 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 about the inconvenience, if you need
anything else please do not hesitate to ask.
Thank you.
Customer Answer
Date: 01/27/2025

Complaint: 22825623

I am rejecting this response because:I understand and appreciate them forwarding the complaint to the store involved however I have not been contacted by the store as of the date I’m writing this response. When I get a response I will close the complaint. Thank you

Regards,

P*** ******

Business Response
Date: 01/27/2025

Thank you for contacting us. Please allow 24 to 48 business hours to pass and
if you do not receive a response, feel free to email us at [email protected] for
further assistance.

Thank you.
Customer Answer
Date: 02/11/2025
I never received a response from the business or I would have responded. Please send me the response so I can respond as is my right. Thank you. P*** ******
Initial Complaint
Date:01/16/2025
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 received order #GCW********21. Unfortunately, the keyboard arrived damaged in several spots due to poor packaging. It is actually very sad, as finding one of these in nice condition isn’t common anymore; this one was practically pristine, if not for the lack of proper protection. Bubble wrap and a flimsy cardboard box do not protect a 70 lb keyboard. As for the damage, one of the plastic end caps is broken, the bottom lip of the metal frame is bent and dented in various areas, and the plastic cover for the pitch and mod wheels is cracked (please see the attached photos). The keyboard was only bubble-wrapped and placed inside a flimsy, used box, which was so tight that I had to cut open the whole box. When I called, I was advised to take it back to a store for return, but the box was cut open, and I am unable to put it back inside, since it basically had to be ripped open to get the keyboard out.

As far as repairs, I am willing to purchase the one end cap and the pitch bend cover for replacement, but the dented frame is a whole other issue. I have emailed customer service several times without any response. Would GC be able to provide a partial refund, and I can have it repaired? Any help or advice is appreciated. I also don’t wish to be charged for the shipping, since it was damaged. All the keys work, and it sounds good; it's just the cosmetic issues shown with the attached photos. I would prefer some type of partial refund for the damages, so I can just have it repaired.

Can someone from corporate customer service contact me? Or just provide a refund of a fair amount to have the item repaired?
Business Response
Date: 01/17/2025

Thank you for contacting us. We are sorry to hear about the condition your
keyboard arrived in. This is not the customer experience we want anyone to have.
We sent your information to the management team over the store of which the
keyboard came from, which was our Wichita Kansas location. 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: 01/21/2025
The Guitar Center store manager contacted me by phone, apologizing for the inconvenience and damage to the device; he went ahead and refunded the original shipping and provided a credit of 200.00 towards the repair. I am happy with the prompt service and resolution to the response in reference to complaint ID 22819406; I find that this resolution is satisfactory to me and I wish to close this matter.

Regards,

A****** ****
Initial Complaint
Date:01/13/2025
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.
Date of the transaction: December 14, 2024
The amount of money paid for the business: $78.75
What the business committed to provide: Gift card for drum lessons

Nature of the dispute: When the gift card recipient went to sign up for lessons they were told that the only way that they could redeem their gift card was to put a credit card on file just in case they wanted to continue lessons after the month that was already paid for them via the gift card. If not, they could not redeem the lessons that were already paid for them in advance. They decided not to leave a credit card number on file and the original purchaser requested a full refund. The original purchaser and the gift card holder were told that they couldn’t get a full refund only store credit. None of this information was given to the purchaser when they bought the gift card. The purchaser would like a full refund and not store credit.

A gift recipient should not have to or may not have a credit card to put on file "just in case". The services were already paid for by the purchaser.
Business Response
Date: 01/14/2025

Thank you for contacting us. We are sorry about the experience when trying to
use your gift card. We would gladly like to take a look at what we can do for
you. Can you please have the original purchaser send us the information about
their order and gift card to us at [email protected]?

We are sorry for any inconvenience. We hope to talk to you
soon.

Thank you.
Initial Complaint
Date:01/07/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I requested a refund of the shipping because it did not arrive the next day.

I did not have it for a shoot I was intending to use it for.

I did not receive any information regarding the warranty for used products.

I attempted to click on the link included in an email about the warranty, but the link is broken with a message on the website.

I emailed customer service but nobody responded.

I now have to research and locate a company to provide a warranty for used gear.

When the kit arrived, a cord was missing from the order, which were visible in the photo used to advertise the product on the website. I now need to purchase it.

I contacted customer service again just today, but did not think someone would respond since nobody did before. If they do in a few days/weeks, I will inform them this matter has escalated.

Please review the following breakdown for requested compensation:

BBB Complaint Against Guitar Center:

Product: Zoom H6 Kit (Used)

Issues:

Bait-and-Switch Tactics

Statutory Penalty: $2,500

Missing Items in Order

Missing Cord: $119 (new, unable to find used)

Difference in Product Value: $139 (including shipping and tax)

False Advertising

Civil Penalty: $2,500

Failure to Provide Customer Service Response

Inconvenience Compensation: $8,851.01

Failure to Provide Warranty Information

Refund for Previous Warranty: $49.99

Cost of New Warranty for Used Gear: $200

Refund for Shipping

Shipping Cost: $41

Late Delivery

Penalty for Late Delivery: $100

Failure to Update Website with Accurate Information

Penalty for Inaccurate Information: $500

Total Estimated Compensation: $15,001

I will accept a cashiers check, not a check card, not store credit and not a gift card. Thank you.
Business Response
Date: 01/08/2025

Thank you for contacting us. We are sorry to hear about your
experience when getting a used item from our website. We sent the to the
management team over the Syracuse store that sent the item, and they will be
reaching out within 24 to 48 business hours.
If you need anything else, please do not hesitate to ask.

Thank you.
Customer Answer
Date: 01/09/2025

Complaint: 22779718

Thank you for informing me someone will be in touch. I look forward to receiving their email.
Best,
N******

Regards,

N****** *********

Business Response
Date: 01/09/2025
Hi N******,

Our pleasure to assist you. If you happen to need anything
else feel free to reach out to us at [email protected] and we will gladly assist.

Thank you.
Customer Answer
Date: 01/14/2025

Complaint: 22779718

I am rejecting this response because:
Hello,
In your previous message, you mentioned someone would be contacting me. I have yet to either hear from a representative from your company, in regards to my request for compensation, or receive the cashier’s check by mail.
Please indicate when this matter will be resolved to my satisfaction? I await your email response.

Regards,

N****** *********
Initial Complaint
Date:12/30/2024
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.
Went into store bought lessons for my 2 kids at $90 ea with 1 free lesson to try the service. We told staff only wanted one month. Once kids had 2 lessons ea completed we didnt did not like format so we decided not to buy additional lessons once month was complete. We reached out to store when we recieved an auto withdraw of $120 ea for the kids. We called everyday for a week only when an email was sent did we get a call from lesson dept. We told them the situation and that we want a refund on the amount of $240 ($120 for ea kid). We were told no refunds even thow it was billed in advance to lessons. I contacted corporate office and was told thats not true they will refund lessons and that i would receive a call from district manager. I have talked to lessons dept at fresno store the manager at fresno store and noone at the store will help. I was told thats no refunds is in fine print then i was told that the salesman are required to say no refunds. But that did not happen. When we bought the lessons we asked for one month and ONLY one month to try out and was assured by the staff member it was only for one month. I am out $240 and have not been refunded. Its been a month now and still no call from a “regional manager”. They are giving a run around and have cheated me out of money. I am askkng for my $240 back thats it.
Business Response
Date: 12/30/2024

Thank you for contacting us. We are very sorry to hear about
your experience with our lessons department and we appreciate you reaching out
to us.
We sent your feedback to the management team over the store,
and they will be reaching out within 24 to 48 business hours.
We are sorry for the inconvenience, if you need anything
else please do not hesitate to ask.

Thank you.
Customer Answer
Date: 01/02/2025

Complaint: 22738466

I am rejecting this response because:
The company reached out and said they would immediately refund the money but have yet to do so. I spoke with a regina and she said she would refund money but still not done.

Regards,

***** *******

Business Response
Date: 01/03/2025

Thank you for contacting us. Refunds typically take about 5 to 7 business days
to reflect, and with the holiday that may be delayed. If you do not see the
refund by Tuesday, 01/07 please email us at [email protected] and we
will look into it.

Thank you.
Customer Answer
Date: 01/06/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22738466, and find that this resolution is satisfactory to me.
The refund has been issued and i thank you.

Regards,

***** *******
Initial Complaint
Date:12/19/2024
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 purchased a package of 4 lessons however it was not communicated to me that these lessons were on auto draft and you are to contact the store to cancel. I completed my 4 lessons I purchased and was later charged for an additional 4 weeks of lessons that I did not want to purchase. I called the Johnson City TN store and spoke to J** ********* to ask for a refund and the employee told me they would not complete the refund. The Johnson City TN store never even reached out to me to inquire why I was missing numerous lessons. I contacted corporate to have them refund however I was told that only the store could process this. I would like to have a refund of the $110.00 as it was not communicated to me that these were auto drafted and I did not attend any of the 4 additional lessons that were charged. No where in the receipt I have attached does it note that it is recurring and I need to call to cancel any additional lessons.
Business Response
Date: 12/23/2024

Thank you for contacting us. We are very sorry to hear about your experience.
We sent your feedback to the management team over the Johnson City location,
and they will be reaching out to you within 24 to 48 business hours.

Again, we are very sorry for inconvenience. If you need
anything else please do not hesitate to ask.

Thank you.
Initial Complaint
Date:12/18/2024
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.
I ordered a guitar for my daughter on Dec 2. 2024 was suppose to be Christmas gift. yesterday Guitar Center tell me they cancel my order and try to sell me same Guitar for $149 instead of the $99 dollars I already had paid on a Black Friday/Cyber Monday sale I took advantage of. They should honor my purchase and deliver the guitar I ordered instead of canceling and jacking up the price on me.. As hard as it is not finding a job I really don't have that extra $50 that if I had I would of paid just to get this present on time for Christmas and now I don't know what to do because they haven't refunded me my money and who knows how long that takes sinc they always take about 2 weeks to credit back ..
Business Response
Date: 12/18/2024

Thank you for contacting us, we are very sorry to hear about your experience in
regards to your order and it being cancelled.
For the authorization on your card, on our end it looks like
the bank is holding the authorization active, so we suggest disputing the
charge with your bank to clear that up.
Second, we are having a Gear Advisor reach out to you to
assist in finding the Christmas gift for your daughter and to improve your
experience with us.

Again, we are very sorry for the inconvenience. If you need
anything else, please do not hesitate to ask.

Thank you.
Customer Answer
Date: 12/19/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22704208, and find that this resolution is satisfactory to me. After speaking with my daughter she doesn't mind waiting if I can purchase the same Mitchell acoustic +electrical in any style, color, etc. Or perhaps something similar to the Mitchell at the same price I initially purchased. I appreciate your time and help with this matter, thank you.

Regards,

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

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Guitar Center, Inc. is BBB Accredited.