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
- 253 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:09/23/2024
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.
Paid for guitar lessons for a 9-year-old beginner. They rescheduled or didn’t show up for the first two weeks. I don’t want her to think this is an acceptable or even a professional way to run a business. We got one lesson from a sub who didn’t care because it was her first and it wasnt his regular student. It was a waste of 30 minutes. Holding a music business degree - I am qualified to make that judgement. Being a percussionist, I’m not really qualified to teach guitar techniques.
We have found a new teacher and just want a refund for the services they didn’t provide. They claim it’s in the terms and conditions that they won’t refund, but shouldn’t it also be in there that they’ll actually provide the lessons in a timely and reasonable manner?
Business Response
Date: 09/23/2024
Thank you for contacting us, we are very sorry to hear about
your experience at our Orlando location getting lessons. We forwarded your
feedback to the management team over the store, and they will be reaching out
to you within 24 to 48 business hours.
Again, we are sorry for the inconvenience. If you need anything
else, please do not hesitate to ask.
Thank you.Customer Answer
Date: 09/23/2024
Complaint: 22320474
I am rejecting this response because: They didn’t do anything. If the local store actually responds with an acceptable answer, I’ll be happy to close the matter.
Regards,
K** ******Business Response
Date: 09/25/2024
We were informed that the store reach out to you. If you
need anything else, please email us at [email protected] and we
will assist you further.
Thank you.Initial Complaint
Date:09/09/2024
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 28th, I returned a used keyboard I bought online. The return amount was $586.46. I bought $492.07 of merchandise which had to be shipped. Which would make my refund $94.39. On August I cancelled an item that was on back order for $124.92. In total I should’ve received a refund of $219.34 which I yet to receive.Business Response
Date: 09/11/2024
Thank you for contacting us. We looked into it, and we found
you had $206.70 in credit. We have refunded it to the card you used to pay for
order GCSF0002650067. Please expect it to appear on your account within 5 to 7
business days.
We are sorry for the inconvenience, if you need anything
else, please do not hesitate to ask.
Thank you.Customer Answer
Date: 09/11/2024
Complaint: 22259571
I am rejecting this response because: it’s already over 5 business days and I have not received my refund! Do want to wait another 5 to 7 business day for the refund
Regards,
L**** *******Business Response
Date: 09/13/2024
Thank you for reaching out. Please allow 5 to 7 business
days from 9/11/2024. If you do not see a refund by then, please feel free to
email us at [email protected] and we will assist you further.
Thank you.Customer Answer
Date: 09/16/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22259571, and find that this resolution is satisfactory to me. Since I received my refund!
Regards,
L**** *******Initial Complaint
Date:09/09/2024
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.
On June 10, 2024 I placed an order for a Used QSC KSUB 1KW ACTIVE Powered Subwoofer for a total of $940.88 and paid via Visa gift card. On June 17, 2024 the UPS tracker reported “all merchandise was missing and the empty carton discarded”. The order was not fulfilled as the shipment process was not completed.
In good faith we contacted The Guitar Center Company customer service and other representatives with no resolution to the above matter to date despite numerous promises of a refund. Below are some highlighted correspondence attempts:
o July 23, 2024: J*** **** authorized a refund in the form of a gift card
o July 25, 2024: Saria Love stated funds would be issued on a gift card
o August 5, 2024: Saria Love stated their supervisor issued a gift card
o August 6, 2024: Email sent to Saria Love requesting tracking information for gift card
To date no refund has been received for the unfulfilled order.
This business has committed fraud. They took money, shipped out an empty box, and refusing to return the money. Another demand request was sent August 23, 2024 without reply.Business Response
Date: 09/10/2024
Hello,
Thank you for contacting us. We saw the results of the
investigation and the credit has been added to your account. We shipped you the
gift card attached to order number GCSF0002631822. They typically arrive within
7 to 14 days.
We are very sorry for the inconvenience and the frustration
this has caused. If you need anything else, please do not hesitate to ask.
Thank you.Customer Answer
Date: 09/10/2024
Complaint: 22253636
I am rejecting this response because:
The amount does not equal the amount that was taken from the Visa gift cards. We do not want Guitar Center gift cards as we do not plan on making a purchase with this business. After emails with Saria we have notified her that we found the original gift cards and to please refund directly to the gift cards.
Regards,
H* *** *** ****Business Response
Date: 09/16/2024
Hello,
Thank you for contacting us. We did send it via gift card,
you can reach out to us at [email protected] and we will try to get it back on the Visa gift card.
As far as the amount, that was all we had on our side.
Please send us any additional information.
We are sorry for the inconvenience, if you need anything else,
please reach out to us for further assistance.
Thank you.Customer Answer
Date: 09/17/2024
Complaint: 22253636
I am rejecting this response because:We have repeatedly told Guitar Center representatives that we do not want a Guitar Center gift card as form of refund and have asked them to
1. Refund to the original Visa gift cards used for the payment.
2. The total amount to be refunded is $940.88 (receipt attached) not $690.00
3. We received notification (attached) of this gift card to be sent on 9/10/24 and as of 9/17/24 have not received anything as well as responded to Saria Love that we do not want a Guitar Center gift card.This fraudulent company continues to be deceitful and continues to withhold our money. This matter has been going on for 4 months now and we just want our money returned. There is no reason for them to continue to hold funds after shipping out an empty box.
Regards,
H* *** *** ****Initial Complaint
Date:08/05/2024
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.
I found a guitar (Guild OM240-CE) on GuitarCenter.com which was on sale for $299.99, I had put in my information and card and purchased this on their site for $299.99. As I wait for a few days, Guitar Center never processes my order despite having sent me an email confirmation of purchase with the last 4 digits of my card number shown. Due to them never processing my order, I did not have the money taken out of my bank account. Following this, a Guitar Center rep reached out asking for a picture of my bank statement to see if the money was taken out which it had not been because they did not process my order. After 3 emails, the representative does not respond and Guitar Center takes down the posting for $299.99 and lists the guitar for $529 instead. I waited a week and found the same brand new guitar (Guild OM240-CE) on their parent organization's website, Musiciansfriend.com, for the same on-sale price of $299.99. So, I purchase this and checkout using Klarna which ensures that I pay for this the second I click confirm order. I got an email telling me that my order for a new Guild-OM240CE is being processed for $299.99 and should arrive in 3-5 days with the order # of MFW4913555087. On the same day (August 2nd), Guitar Center told me that they do not have this guitar in new-in-box condition and that they could only send me a used Guild OM240-CE from the Lewisville, TX location that has a significant crack on the top of the guitar. Meanwhile, they once again take down the guitar listed for $299.99 and repost it for $529. On top of this, the same guitar that I ordered on their site for $299.99 is in stock for the price of $529 despite them telling me that they do not have a new-in-box condition guitar to send me. They do not honor the price that I had purchased this guitar for, lie to me that they do not have it in stock despite having it in stock in their $529 listing, and offer me a terrible quality used guitar despite other locations with better quality used.Business Response
Date: 08/07/2024
Thank you for contacting us and bringing this to our
attention. The item is discontinued by the manufacturer, and we only have store
inventory left. We have marked the store inventory as damaged so the product
will soon come off the site.
We are sorry for the inconvenience, if you are okay with it,
we will send you a $50 gift card for your trouble to use as you wish. If there
is anything else we can do to make things right with you, please let us know.
Thank you.Customer Answer
Date: 08/07/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22087265, and find that this resolution is satisfactory to me. I would like to understand that I would be receiving a full refund of the amount paid ($317.99) and would appreciate the offered $50 gift card for the trouble. Thank you.
Regards,
A******** ********Initial Complaint
Date:07/29/2024
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.
To whom it may concern,
The Guitar center location at Pasadena California has not provided me with my most recent piano classes even though I paid for it. I paid $260 on 06/15/2024 for 4 classes and I’ve been trying to get in contact with them to schedule these classes however no one is responding. I also paid $260 on 5/13/24 and one of my classes was abruptly cancelled and I have not been able to reschedule that class.Business Response
Date: 07/30/2024
Thank you for contacting us, we are very sorry to hear about
your experience at our Pasadena location. We sent your feedback to the store
manager and district manager and they will be reaching out to you within 24 to
48 business hours.
Again, we are sorry for any inconvenience. If you need anything else, please do
not hesitate to ask.
Thank you.Customer Answer
Date: 08/01/2024
Complaint: 22055879
I am rejecting this response because: guitar center at Pasadena still has not scheduled the classes I paid for. I am still waiting to take my classes.I received an email from Cheyenne Powers, the customer service manager suggesting I start a new account with them which if I’m not mistaken requires that I pay for another class pack! I don’t want to pay for more class packs. I paid $260 for a class pack on June 15 for weekly 1 hour lessons and I have not received any of my lessons yet. There was also a 1 hour class from my May class pack that was cancelled that needs to be made up. Therefore I need to schedule 5 classes in total. I don’t want new accounts, I want to schedule the classes I paid for.
Regards,
E*** ****** ******Business Response
Date: 08/09/2024
Thanks for contacting us. We forwarded your response to the store manager, Matt
and he will be reaching out to you. Or, feel free to call the store at (626)
535-0108 and ask to speak to the store manager, Matt and he can assist you further.
Again, we are sorry for the inconvenience. If you need
anything else feel free to email us at [email protected].
Thank you.Customer Answer
Date: 08/12/2024
Complaint: 22055879
I am rejecting this response because: I haven’t received a refund yet unfortunately
Regards,
E*** ****** ******Initial Complaint
Date:07/22/2024
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 requested Keyboarding lessons in November 2023 at Guitar Center in Pasadena, CA. When speaking to the associates by phone, they set an appointment time for me to start my lesson. I was told to not bring in my instrument, one would be provided by the store for the lesson. Upon arrival to the store, I was told by associates that the instructors on site were not qualified to provide keyboarding lessons to me, I'd have to reschedule. I came back to the store a 2nd time to be told the same thing, instructors in the store were unable to provide me the keyboarding lesson I signed up for and they did not even have the type of keyboard I needed to take my lesson in their store. I was told someone would contact me to reschedule my lessons once the instrument and an instructor was available. I was charged for 3 months of lessons from Guitar center when I did not receive any lessons at all due to their inability. I called the store, spoke to the manager M****** *** who falsely said I received a lesson already. I explained to him there were no instructors in his store who had the knowledge or capability to teach me my lesson nor the instrument in store for the lesson. I asked for a refund for lessons I did not receive, he declined said I would not be given a refund even though their store was unable to provide the lessons I signed up for.Business Response
Date: 07/23/2024
Thank you for contacting us. We are very sorry to hear about your experiences with
lessons at the Pasadena CA location.
We sent your feedback to the management team over the store,
they will be reaching out to you in 24 to 48 business hours.
Again, we are very sorry for the inconvenience. If you need anything else,
please do not hesitate to ask.
Thank you.Customer Answer
Date: 08/02/2024
Complaint: 22026137
I am rejecting this response because:The last message the company sent on 7/24 states they would reach out to me in 24-48 hours, they have not done so.
Regards,
B**** ***Business Response
Date: 08/05/2024
We’re sorry for the inconvenience. We reached out to the
store and they should be trying to contact you, if you have not heard from them
please call the store at ###-###-#### and ask to speak to Cheyenne, the Customer Service Manager
and she will assist you further.
If you need
anything else, feel free to reach out to us at [email protected] and we
will assist you.
Thank you.Customer Answer
Date: 08/13/2024
Complaint: 22026137
I am rejecting this response because:
Regards,
B**** ***Initial Complaint
Date:06/24/2024
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.
Purchased a guitar on back order for a sale price and was told I will be charged when it ships.
Was charged 6/19, a couple months after purchase. Never receive and email or tracking, the order number brings up nothing on their website so I call. They find nothing and dismiss me until I email THEM a screenshot of my bank statement. THEN they all of a sudden "find" it and tell me it was damaged so they didn't want to ship it, and will ship me a guitar in four more months. Then they told me it was a CC auth charge- for the full amount, but couldn't find the payment. They escalate me to a manager and she says they NEVER take the full amount to authorize and it should be credited back. I cancel order. Still on 6/23 no refund. I call AGAIN and they tell me they couldn't send the money back because they had an old phone number on file. So they made me remember and recite my old phone numbers before telling me they can refund me. Still on Monday, no money returned. But the main thing is, they just made stuff up to get me off the phone and would never have done a thing unless I called repeated times. Which isn't true since you DONT NEED OLD PHONE NUMBERS TO REFUND ME nor should be taking a CC auth charge of the full amount, three months after purchase and four more until it "ships", even though they already tried shipping me a damaged guitar- per their story.Business Response
Date: 06/26/2024
Thank you for contacting us. We looked into your order, and since
we didn’t charge you, the authorization is up to your bank. Please contact your
bank or card services to expedite this process.
If you need anything else, please do not hesitate to ask.
Thank you.Initial Complaint
Date:06/17/2024
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.
On May 29, 2024, I ordered guitar lessons from guitar Center. The total was $140, I later had to cancel two days later due to no transportation and homelessness. I spoke with the manager about a refund and I canceled services, but got no information back and was told that someone was going to reach out to me so I waited for that call for about a week. Although I canceled my lessons and received a cancellation email, I was charged another $110 from that company and when I spoke to the manager, the manager sent me to corporate and told me that there was nothing he could do. I contacted corporate and corporate says that it is an in-house situation that they have to handle so I went back to the manager and also asked for their District managers, phone number, but was told that I was not able to reach out to the district manager, contacted corporate back and corporate, says that they are obligated to give the district managers information. I still have yet to receive the district managers information and I was hoping you guys could help. Investigate the situation and come to some sort of resolution. Look forward to hearing back.Business Response
Date: 06/20/2024
Thank you for contacting us, we are sorry to hear about your
experience. We sent your feedback to the district manager over the store, you
should be hearing from management within 24-48 business hours.
Again, we are very sorry for the experience, if you need
anything else please do not hesitate to ask.
Thank you.Initial Complaint
Date:06/17/2024
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.
Formal Complaint Against Guitar Center for Wrongful Delivery and Lack of Resolution
Transaction/Order Number GCSF*********5
Sale Price $5,971.91
I am writing to formally lodge a complaint against Guitar Center regarding an unsatisfactory transaction that occurred on June 12, 2024. On that date, I purchased a very rare and one-of-a-kind limited production collector edition guitar from Guitar Center through a phone transaction. The sales associate emailed me photographs of the exact guitar I wanted, and I confirmed that I desired that specific instrument.
This particular guitar was unique and embodied everything I was looking for in that model. The transaction was finalized, and I was assured that the item would be delivered to my home via FedEx the following day.
On June 13, 2024, the package arrived, and I signed for it. However, upon opening the package, I discovered that the guitar inside was not the one I had ordered. It was a different instrument, not the one I had specified with the sales representative via email.
I contacted Guitar Center the following day to report the issue. I was informed that their warehouse had made a mistake and shipped me the wrong guitar. I requested that the correct item be sent to me as per my original purchase. It was then that I was told that my guitar had been sold to another person, and Guitar Center refused to rectify their error by sending me the item I purchased.
As it stands, I have paid for a specific guitar that I did not receive, and Guitar Center has shipped my guitar to someone else. Despite acknowledging the mistake, Guitar Center is refusing to correct this error and provide me with the item I purchased.
I am seeking your assistance in resolving this matter promptly. I request that Guitar Center be held accountable for their mistake and rectify the problem by sending me the guitar I originally purchased.
Thank you for your attention to this matter. I look forward to your prompt response.Business Response
Date: 06/19/2024
We are very sorry for the inconvenience, and we understand
your frustration.
We see a return was created for a full refund also, please feel free to reach
out to R*** ***** if you would like to discuss how we can win back your
trust.
And as a further sorry, we are sending you a $100 gift card
for the inconvenience.
Again, we are very sorry for the experience. If you need
anything else, please do not hesitate to ask.
Thank you.Customer Answer
Date: 06/20/2024
Complaint: 21854296
I am rejecting this response because:Your company has the audacity to claim you understand my frustration. By
acknowledging it, you admit you resold the guitar I purchased, sending it to
someone else. I demand the property I rightfully bought.You claim a return was created for a full refund. I never asked for a
refund. I want the guitar I purchased, not your pitiful excuses.You suggest I reach out to R*** ***** to discuss how to regain my trust.
R*** ***** is utterly useless, only capable of making excuses for Guitar
Center's gross incompetence. I've spoken with him, and his solution is as
pathetic as yours—throwing money at me as if that's the issue. I want the
guitar I purchased.Offering me a $100 gift card is a slap in the face. You sold my property to
another customer, and your sole response is to try to buy me off? Now I
understand why R*** ***** is so inept.You express regret for my experience. If you were genuinely sorry, you would
contact the person who wrongly received my guitar, apologize for this colossal
blunder, and retrieve the property I purchased.You patronizingly offer further assistance. The only thing I need is the
guitar I purchased.Do not insult me further by offering more money. I am giving you a chance to
rectify this by returning my property. Failure to do so will force me to
escalate this matter.Regards,
J**** *****Initial Complaint
Date:05/15/2024
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.
Date of Online order: 04/22/24
Order number: GCW6*******50
Date of Return First Item To Store: 04/29/24 - Amount: $74.99
Date of Return Second Item To Store: 05/06/24 - Amount: $389
Total refund amount: $463.99
The business has not tried to resolve the problem
The store confirmed that the refund will be issued to my original payment method PAYPAL.
I called the store and advised to contact the customer support.
I called the customer support and they said the refund may take several days as it was rejected. I asked to contact PayPal to follow up or send a check for the refund. I do not want store credit.Business Response
Date: 05/17/2024
Thanks for bringing this to our attention and we apologize for the inconvenience this has been.
Checking with PayPal, we are now showing that your refund has been processed with them.
If you are not seeing your refund, please let us know and we can look into this further with you.
Thank you
Customer Answer
Date: 05/21/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 21713331, and find that this resolution is satisfactory to me.
Regards,
H**** *****
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