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:12/16/2024
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 was told via telephone I was being refunded 85 dollars from this location. After one week, the refund still has not shown any evidence of existence.
Business Response
Date: 12/17/2024
Thank you for contacting us. We are sorry you have not gotten your refund yet.
Can you confirm which location you are referring to? And also, please more details
about your situation would be much appreciated.Please send the information to [email protected] and we
will assist further.
We are sorry for the inconvenience, if you need anything
else please do not hesitate to ask.
Thank you.Initial Complaint
Date:12/09/2024
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.
Bought a guitar that was said to be new from this guitar center. I was sworn up and down that it just came out of the box and was brand new. After getting home I noticed that the guitar had signs of heavy use such as dead skin between the pickups and extremely dark strings. I was also not given the tremelo bar. I called and was told they can do nothing and I was not even given an apology so I called the next day again. They told me they would mail me my tremelo bar and some new strings which i agreed would make it somewhat ok. I never got these items after a few weeks but i did get a advert for a guitar center sale. I was taken advantage of like many other ive been reading about online from their experiences from guitar center. I called again today and was given the i have no idea from workers and the manager couldnt figure out how to use the phone. Im disabled and unable to get to the guitar center as I had a family member go for me and they are extremely busy so they cant go back unless they take time out of work. I would like a solution to this horrible practice is seems they do selling used items as new.Business Response
Date: 12/12/2024
Hi A******,
Thank you for contacting us. We are very sorry to hear about
your experience with buying a new guitar. We sent your feedback to the
management team over your local store and they will be reaching out within 48
to 72 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: 12/17/2024
Complaint: 22655261
I am rejecting this response because: I really want some sort of compensation for this. Having been a Guitar Center customer for over 10 years having been lied to twice now is unacceptable. After saving up and finally getting to buy a new guitar but then getting lied to is awful. The first lie was swearing the guitar was brand new out of the box and the second lie being they sent me the tremelo bar they never gave me and strings. Those items never made it to me. After calling the store numerous times and having the manager not even seem to care at all that they pretty much scammed a long time customer. Having now read alot of online posts of people getting the same treatment from other GC locations this is just disgusting to see from such a well known company.
Regards,
A****** *****Business Response
Date: 12/18/2024
Hi A******,
Thank you for contacting us. We are very sorry to hear that your experience at
Guitar Center has been less than desirable. We are having the District Manager
Cory reach out to you and assist you further.
If you need anything else, or even have any questions, please reach out to us
at [email protected] and we will gladly help.
Thank you.Customer Answer
Date: 12/20/2024
Complaint: 22655261
I am rejecting this response because: I was sent a package with a tremelo bar with strings picks and a string winder to make things right. I was sent the wrong tremelo bar even after all this time. the tremelo for my guitar is a push in tremelo bar not a screw in one. What can we do now? I may soon be seeking a way to return this guitar to guitar center because im just overall done with this experience ive had..
Regards,
A****** *****Initial Complaint
Date:12/06/2024
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.
Guitar center sold me a defective guitar and refuses to give a refund or a replacmentBusiness Response
Date: 12/09/2024
Thank you for contacting us. We are sorry for the condition
your guitar came in. We appreciate you bringing this to our attention.
We sent the feedback to the management team over the store
that it came from. Please expect them to reach out to you within 48 to 72
business hours.
Again, we are sorry for the inconvenience. If you need anything else, please do
not hesitate to ask.
Thank you.Initial Complaint
Date:11/20/2024
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.
Today, 11/19/2024, I went to GC in Harahan, LA to sell a used guitar. Before going there, noticed the center was selling the same brand and model guitar used in good condition.for 170.00 dollars. My guitar was in excellent condition but I was offered only 60.00 for even though the store policy is to pay 50 to 605 percnt retail value. When I questione the sales person about this h said the store policy has changed and the price he gave me was generated by AI. My complaint is I was not offered a fair price for my used gear. Even though this was an inexpensive guitar, a fair price should have been ofered.Business Response
Date: 11/21/2024
Thank for contacting us. We forwarded your feedback to the
management team over the Harahan location. They will be reaching out to you
within 24 to 48 business hours.
If you need anything else, please do not hesitate to ask.
Thank you.Initial Complaint
Date:11/18/2024
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.
Guitar center in Manchester, nh "purchased" a used guitar from me . Due to the amount of the purchase $1,650 they said they had to write a check as they did not have cash on hand. After going to the bank multiple times the check is no good and not funded. Zachary Bond the store manager of this Guitar Center refuses to return my property and or pay me the amount due even though I attempted to give him back the no good check. I want my property back. After speaking to the manager at Bank of America I was informed that they do this all the time. I contacted customer service who reached out to the district manager. I was promised a call back within an hour from Cory Haksel the district manager in charge of this location. That was over 57 hours ago and still have not received a phone call. The fact that they do this repeatedly is a pattern and practice of deception.Business Response
Date: 11/18/2024
Thank you for your feedback. We are sorry to hear about your
experience at our Manchester location. We sent your feedback to the management
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.Initial Complaint
Date:11/18/2024
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 August 1, 2024, I purchased a Martin acoustic/electric guitar Model000C Jr-10 from The Guitar Center located at 9945 West McDowell Road in Avondale, Arizona. The guitar cost $750 which I paid in cash. I played the guitar daily and it sounded fine. On or about Oct. 20, 2024, I noticed that the high E string had become muted so, I took the guitar back to The Guitar Center in Avondale and their technician adjusted the truss rod on the guitar at no charge, which corrected the problem. Two weeks later the same problem occurred and, I took it back and the technician adjusted the truss rod again. Two weeks later the same problem occurred a third time. I took it back to The Guitar Center and spoke with the manager asking to have it repaired with no charge to me. The manager was dismissive of my request saying that the guitar was outside of the 45 day warranty and that I should have purchased the extended warranty. I explained to him that I was never told about the extended warranty option when I purchased the guitar. His response was there was nothing he could (or would) do and I needed to take the issue up with the Martin Guitar Company as they have a 1-year warranty. It is my position that the guitar I purchased has a structural defect that only became obvious after the warranty period had expired. I reach this conclusion because of the way the problem repeated to present even after repair.Business Response
Date: 11/18/2024
Thank you for contacting us. We are very sorry to hear about your experience at
our Avondale location, we appreciate your feedback.
We sent your feedback to the management team over the store,
and they will reach out 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: 11/22/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22568091, and find that this resolution is satisfactory to me.
Regards,
R***** ********Initial Complaint
Date:10/31/2024
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 placed an order with Guitar Center that I never received and was returned to Guitar Center by their shipper. I asked that my money be refunded to my card and was told this would take up to 3-5 business days. 20 days later and the money still has not been refunded. I've contacted Guitar Center a half dozen times about this problem, and I get a different story every time, but still no refund.Business Response
Date: 10/31/2024
Thank you for contacting us. We see the return has not been received
by our warehouse yet. But for us to check we do need the tracking number for
the return. Can you email that to us at [email protected]? We can
look further into it once we have that.
We are sorry for the inconvenience. If you need anything else, please do not
hesitate to ask.
Thank you.Customer Answer
Date: 11/01/2024
Complaint: 22494438
I am rejecting this response because: Guitar center has already sent me email confirming the items were returned and they received them. I also have UPS confirmation that the items were returned to the store that shipped them. Everyone I've talked to at Guitar Center has acknowledged that they have the items back. Now, they want to pretend like they don't know where these items are. This is ridiculous. Where is my refund?
Regards,
R** ******Business Response
Date: 11/06/2024
Thank you for clarifying. We got the products located and we
issued the refund. Expect it within 2 to 5 business days.
If you need anything else, feel free to email us at [email protected] and we
will assist you further.
Thank you.Customer Answer
Date: 11/06/2024
I just received this email from Guitar Center. (see attached) You will see that it say's my return total is $1.07. They owe me $509.00 not $1.07 and they didn't even list the other items that were returned to them by their shipper.
Here is the UPS tracking number for the returns. 1Z5FY8*********091
Customer Answer
Date: 11/06/2024
Complaint: 22494438
I am rejecting this response because:I just received this email from Guitar Center. (see attached) You will see that it say's my return total is $1.07. They owe me $509.00 not $1.07 and they didn't even list the other items that were returned to them by their shipper.
Here is the UPS tracking number for the returns. 1Z5FY8*********091
Regards,
R** ******Initial Complaint
Date:10/21/2024
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 october 7, 2024 I walked into guitar center williston with a guitar center credit card. my balance left was $131.23. I intended to purchase a midi keyboard for $89.99 plus tax. when I got to the register the card wouldn't go through ( problem with register). They took me to a register other than that one and ran it. BUT the account now showed I didn't have enough. I pulled up the app which showed pending for 95.23, and 36.00 remaining credit. they are asking for a purchase order, to resolve, but I never got one. I called Synchrony bank, and they said it has to be fixed on the store end. I was not allowed to take the keyboard, and the transaction has been pending for 2 weeks!! Please make them fix this!!Business Response
Date: 10/23/2024
Thank you for contacting us. We sent your feedback over to
the management team over the store. They will be reaching out to you 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: 10/23/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22453112, and find that this resolution is satisfactory to me.Resolved with management. Thanks to D*** at Guitar Center my faith is restored in Guitar Center.
Regards,
R****** ********Initial Complaint
Date:09/30/2024
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 purchased 4 guitar lessons for my grandson at a cost of $120. I was told before the 3rd lesson that the lessons would auto-renew (at a cost of $120) if I didn't cancel the auto-renewal at the 4th lesson. However, before we even scheduled the 4th lesson, I was charged the $120 auto-renewal. I have left several messages for the business. I have sent several emails to the business. I know that they have received my messages because they did cancel the auto-renewal on future lessons. However, I have yet to receive a refund of my $120. They have not replied to any of my emails, nor have they returned any of my phone calls.Business Response
Date: 10/02/2024
Thank you for contacting us. We are very sorry to hear about
your experience with lessons. We sent your feedback to the store’s management team,
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: 10/04/2024
Complaint: 22347806
I am rejecting this response because:The business has still not contacted me, nor have they refunded my $120.
Regards,
K**** ********Business Response
Date: 10/07/2024
Thank you for contacting us. We spoke to the store, and they
have been trying to contact you with the information given. If possible, please
call the store at 919-286-5600 and ask to speak to
Chris, the store manager and he can assist you further.
If you need anything else, feel free
to reach out to us at [email protected] and we will gladly help.
Thank you.Initial Complaint
Date:09/25/2024
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.
Hello, I hope this message finds you doing well. I am extremely upset, disappointed and frustrated with my local guitar center stores management (Totowa, NJ). I had a payment for lessons go through recently for $220.00 for guitar lessons for my son. I called and emailed the store and was told I would get my refund. ( I’m already losing several credits that I previously paid for) My son’s school and after school schedule is too hectic from now until the end of November. I told them I would resume lessons in December when his after school schedule allows him to make his lessons and the lessons purchased are only good for 30 days. After waiting over a week I am now told theatre the “district manager” is not allowing them to refund my money for lessons I dint want, was promised a refund for and cannot use. I have been a loyal customer of products and services for a few years now and was planning to resume my son’s lessons in December but after this “district managers” decision to deny my refund. I no longer want to be a customer of such a store that operates this way. I am absolutely stunned in disbelief, this is horrendous customer service. The girl in the store (Leah) was very nice but she has no authority. I am part of a network of musicians and people in the industry and will definitely tell them to take there business anywhere but guitar center. I would like to get my Refund ASAP please. Thank you!Business Response
Date: 10/01/2024
Thank you for contacting us. We are very sorry to hear about your experience at
our Totowa location, this is certainly not something we want our customers to
experience.
We sent your feedback to the management team over the store,
they will be reaching out to you within 24 to 48 business hours.
If you need anything else, please do not hesitate to ask.
Thank you.Customer Answer
Date: 10/01/2024
Complaint: 22336137
I am rejecting this response because: I have already spoken with the manager (Chris) who is and always has been very helpful. This however is out of store management's control. Everyone at the store is great my issue is with corporate policy. So if they aren't giving the store manager authorization to give my refund as expected then there is no point in them contacting me. Are they offering me my refund? I had other lesson credits that I'm losing that I'm not even requesting a refund for. I'm only asking for refund of last payment. Thank you!
Regards,
P**** ******Business Response
Date: 10/08/2024
Thank you for contacting us. Unfortunately, there is nothing more we can do at
this time. We will reach out to the store and see if we can come up with a
solution, and if we can the store will reach out to you.
We are sorry for the inconvenience. If you need anything
else feel free to email us at [email protected] and we will assist you further.
Thank you.
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