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:04/24/2024
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.
Purchased a Guitar from the North Attleboro location on 4/8 for 899. I received 10% off the guitar for buying online and then another 10% off in store as the guitar was a used floor model. The guitar just went on sale for 699 online. I contacted them and they stated they will match the 699 however will not give me the discount for it being the floor model. This guitar had minor issues from being used such as the treble bleed know being loose in which I had to remove and tighten it. I want the 10% off also for the guitar being the floor model as you can now get a brand new one for 699. I need the bill adjusted to $629.
Business Response
Date: 04/24/2024
We are very sorry to hear about your experience and we
appreciate you reaching out to us. We sent your feedback over to the management
team over North Attleboro location and they will be reaching out within 24 to
48 business hours.
Again, we are sorry for the experience. If you need anything
else, please do not hesitate to ask.
Thank you.Customer Answer
Date: 04/24/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 21619337, and find that this resolution is satisfactory to me. Guitar Center North Attleboro has agreed to the discount for it being a floor model.
Regards,
K*** ********Initial Complaint
Date:04/22/2024
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.
Just finished the worst consumer experience I have ever had in my life. I bought a Yamaha CSP-170 piano from this company on 2/5/24 totaling over $3,000, after I received it I set it up and already you could tell something was off as it should not be turning itself on when you plug it into the wall, I thought that was odd but I brushed it off for the moment, I played the keys to test it and it seemed to work fine so I turned it off. However, when I tried to turn it back on with the power button it would not work and the only way to get it back on was to unplug it from the wall and plug it back in. Shortly after this, and I mean very shortly, the piano gave up playing any piano sounds and sounded like distorted electricity. I went to Guitar Centers support page and reached out on February 15th and explained what was going on, in the meantime I contacted Guitar Centers around my area and no one ever got back to me for help. Guitar centers support page says it will get back to you usually within 24 hours, it was 5 days later that I got an email asking if I still needed support. I had given up entirely on them at this point and contacted the only certified repair shop in the entire Sacramento area that can work on these, this piano is extremely complex. It was a 4--6 week lead time and cost $220 just for the diagnosis and it took about 2 extra weeks for the repairs and I have just gotten it back yesterday in working order 4/19/24. It cost me a total of $752 to be repaired, the entire sound board was bad ($400 part) and there was a short in a USB wire which was why it did not power on correctly, how does this pass their QC? it's absurd. My wife and I had to disassemble the piano and bring the heavy top portion IN A CAR to the repair shop which was almost impossible and a nightmare. I am seeking compensation of $752 from Guitar Center for the repairs and have attached repair receipts.
Order # GCW6*******53Business Response
Date: 04/22/2024
Firstly, we are very sorry for the inconvenience this has
caused you. We completely understand where you are coming from.
We investigated your order, and we refunded you $752 as
requested. Please allow up to 7 business days for it to show in your account.
Again, we are very sorry for the inconvenience and the experience.
If you need anything else, please do not hesitate to ask.
Thank you.Customer Answer
Date: 04/22/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 21603142, and find that this resolution is satisfactory to me.
Regards,
J***** ****Initial Complaint
Date:04/17/2024
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.
Ordered a product from Guitar Center on 12/28/23 and I still haven’t received my itemBusiness Response
Date: 04/18/2024
Thank you for contacting us. We looked into your order and we see that it is
currently backordered and not coming in until 4/29/24.
Once it is in stock, it will get shipped to you.
We are sorry for the inconvenience. If you need anything
else, please do not hesitate to ask.
Thank you.Initial Complaint
Date:04/12/2024
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 purchased some instruments from me in trade for another guitar. I was unhappy with the guitar and returned it per their policy. They claim to have issued me a refund on credit card (that never posted in the amount of $978.97) and then wrote me a check for the rest. The check was in an incorrect amount for the full balance due to me. After the check had cleared and the funds had already been moved elsewhere, Guitar Center realized their alleged error (though I never received the credit card refund due to me) and cancelled the check after I had already moved the funds elsewhere, causing me to incur overdraft fines. This was done prior to Guitar Center contacting me and allowing me to insure I had the funds in my account prior to cancelling the first check (which had cleared) and issuing me a new check. The error was entirely Guitar Center's and as noted - I should be due the additional funds as their alleged credit card refund never processed.Business Response
Date: 04/12/2024
We are very sorry to hear about your experience at our Rockville
location, we appreciate you reaching out to us.
We have sent your feedback to the leadership 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 youCustomer Answer
Date: 04/22/2024
This response has not resolved my complaint. This is meaningless. What will Guitar Center due to clear up the fees I received as a result of them passing me a bad check?Initial Complaint
Date:04/11/2024
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 and paid for a fender stratocaster candy apple red body this morning Called company and asked to cancel order and refund money as it was purchased in error. No help from company Body has not been shippedBusiness Response
Date: 04/11/2024
Thank you for contacting us. We looked into your account and
we do not see an order for a Fender Stratocaster. Did you have an order number
for us? You can send it to [email protected] and we can look into it for you.
If you need anything else, please do not hesitate to ask.
Thank you.Initial Complaint
Date:04/05/2024
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 purchased an Akai MPC from Guitar Center 9/24/21 and purchased the 24 month insurance along with the machine. On May 8th, my machine sustained water damage and will not turn on. I called and visited the store for assistance. Upon speaking with an associate at the store, they stated that I did not have insurance and requested my receipt. I stated that I did not have it with me and I was not sure where it was placed. They took a look and told me that they don't have a record and I was not covered. I use my machine to produce music and make money, so I have not been able to do that, and I couldn't spend $1,300 dollars again right away to buy a new machine. I was certain I had insurance and thought I'd give it another try today 4/4/24. I stopped in the store to inquire and with a search of my phone number, they were able to find not only my original receipt but the receipt for the insurance coverage I knew I purchased. I called Guitar Center customer service 4/4/24 and they said the associate should have looked up my receipt and at least provided the insurance company information so I could file a claim. I called the insurance company and they said I am outside of the coverage dates and they cannot help me. Guitar Center misinformed me by stating I was not insured, failed to provide the insurance company information, and customer service stated they can't do anything for me. Since I was not able to access my insurance or get help.Business Response
Date: 04/05/2024
Thank you for contacting us. We are sorry to about your experience
at our Youngstown location. We forwarded your feedback to the management team
over the store and you can expect someone to reach out within 24 to 48 business
hours.
If you need anything else, please do not hesitate to ask.
Thank you.Customer Answer
Date: 04/11/2024
Complaint: 21533251
I am rejecting this response because:No one from the business called me within 24-48 hours of the response.
Regards,
T******* ******Business Response
Date: 04/15/2024
We apologize for the inconvenience. We followed up with the store and they
stated they got ahold of you and are taking care of you.
If you need anything else feel free to email us at [email protected] and we
will gladly assist.
Thank you.Customer Answer
Date: 04/15/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 21533251, and find that this resolution is satisfactory to me.
Regards,
T******* ******Initial Complaint
Date:03/19/2024
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 had ordered Marimba from Guitar Center on August 15, 2023, Order Number: GCW*******867 and for that I had applied for synchrony/guitar center card. The product came in a poor packing, and I did not receive the product because of its condition. It was returned the same day, and I was given confirmation number. GC21073401 for return. I have uploaded the emails as proof. I requested to cancel the synchrony card because it was solely for the purchase of marimba. I was promised that it will be taken care of on 11/9/23. To this day, I keep getting call and letters from synchrony / guitar center saying I owe them. They emailed me saying my credit line has lowered. It's plain and simple, just cancel the card. I want this resolved because it has been more than 6 months dealing with this already. Please help me resolve this. I have been a long time cutomer of guitar center. Due to this experince, I am not going back.Business Response
Date: 03/22/2024
Thank you for contacting us. We looked into your Synchrony
card and checked if it was anything on our end. We did indeed process the
refund successfully on 10/27/23.
When we spoke to Synchrony, it appears to be interest that
is owed on the card that is driving the balance. From here, we suggest working
with Synchrony on this.
We are sorry for the frustration this caused. If you need
anything else, please do not hesitate to ask.
Thank you.Customer Answer
Date: 03/26/2024
Complaint: 21456106
I am rejecting this response because: on : Friday, October 27, 2023 11:01 AM email, I was told I will no longer hear from synchrony bank because my account will be 0, but it was not taken care of. See the attached email.
Regards,
S******** ******Initial Complaint
Date:03/11/2024
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 am writing to bring a concerning experience I had with a franchise store of a well-known music retailer to your attention. On February 19th, 2024, I visited the Hallandale Beach store (Store number 770) intending to purchase a piano set for my daughter's birthday. Despite limited knowledge of musical instruments, I was determined to support her newfound interest in music, which she has been exploring at school. Upon consultation with a salesman, I was informed that there was only one piano set left in stock, marked as "opened box," but assured that all items were included.
As the birthday approached, I began unboxing the item, only to find that the promised stand was missing. Upon contacting the store, I was informed that the stand was not included, requiring an additional purchase. Disappointed but accepting, I returned to the store three days later to purchase the stand for an additional $80.00. However, my frustration grew when I realized that the power cable, crucial for the instrument's functioning, was also absent, despite the manual's assurance of its inclusion.
Upon addressing this issue with the store, I encountered reluctance and disinterest in resolving the matter. Seeking assistance from my bank was fruitless due to the transaction being conducted in person.
Feeling misled and disregarded as a customer, I seek guidance and assistance from your organization. It is disheartening to witness reputable multinational chains engaging in such deceptive practices, which exploit unsuspecting consumers like myself.
I kindly request your intervention to rectify the situation and prevent similar occurrences in the future, upholding principles of integrity and accountability in consumer transactions.
Thank you for your attention, and I await your prompt response.Business Response
Date: 03/11/2024
We are sorry to hear about your experience at our Hallandale
Beach location. We sent your feedback to the management team over the store,
they will reach out to you within 24 to 72 business hours.
If you need anything else, please do not hesitate to ask.
Thank you.Customer Answer
Date: 03/12/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 21406984, and find that this resolution is satisfactory to me.
Regards,Initial Complaint
Date:03/06/2024
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 have bought a number of products from Guitar Center over the years without to many issues BUT, recently they have been advertising/listing their used guitars (Specifically) incorrectly as far as the conditions of the Guitars. I've recently purchased a G&L ASAT Special USA model that was listed as "Excellent condition" at the Kentucky Store and when I received it, the volume pot was damaged and not working AND the guitar itself had chips and dings NOT listed! .I took it to the Manchester Ct store and they fixed it and made thing right. SO, I decide to buy a less expensive Back up guitar from one of the N.Y. stores that was listed as 'Great" condition. When I received the guitar and opened the carton they shipped it in , I was shocked!! The guitar was at best in Fair condition ! (See Photo's) I again had to Drive out to the Manchester, CT store and return it (34 miles round trip) Again the Manchester G.C. took care of me and Refunded my Money . My Question is How and Why are the Guitar Center Stores allowed to mismark the merchandise??? this is happening more and more f at G.C. and their online store Musicians FriendBusiness Response
Date: 03/07/2024
Thank you for contacting us. We appreciate you bringing this
to our attention, we will be sending your feedback to the leadership over the stores.
In the meantime, if you need anything else, please do not
hesitate to ask.
Thank you.Customer Answer
Date: 03/07/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 21389416, and find that this resolution is fairly satisfactory to me.
I do feel that the response sounds like something they pulled out of a script from "How to pacify the customer" Anyway, Thank-you.
Regards,
B** ******Initial Complaint
Date:03/05/2024
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.
Guitar Center refuses to stop charging me for services they are unable to provide.
I have made a phone call to Guitar Center. I have also email there customer service through there website.
Here is a copy of email I sent through there website:
Hello,
I purchased lessons for Order #:GCW6********7 on February 5, 2021 for $268.00.
I would like a refund of full amount of $268.00 because I have been denied lessons.
I went into Guitar Center located on 8621 W. Charleston Blvd. Ste 110 Las Vegas NV 89117.
I stood waiting for almost 40 minutes to get any help to sign my son Joshua up for lessons, when someone finally came to acknowledge us, the gentleman said " no one is available to help sign you up, you need to log in pay for lessons and at that time you can schedule a lesson."
So that's exactly what I did.
Since then I have received cancelled lesson emails. When I called to confirm my sons next upcoming lesson, I was told there is no one by the name that I signed up online with.
( Why do you have instructors listed with day and time slots when they don't even work for you?)
I asked to speak with a manager but I was told there is no refunds on lessons.
This is not right, I purchased lesson based off the instruction I was given, I selected what was presented to me on the website.
Now no one is willing to honor or deliver the services I paid for. Worst of all, No one is willing to make it right.
After being treated so poorly and not being given the services I paid for, I need a full refund because the problems are not mine, this is a Guitar Center Internal Issue.
I paid for services that are not being honored or delivered. This is sad for my son, because he has been let down, and so have I.
I paid 268.00 for lesson and not being given any lessons nor help to resolve it.
I would also like to cancel any future services related to this purchase.
Please let me know if you need any additional information to process this request.
Thank you,
S****** ***** ***
student was under J***** ***
###-###-####
After email was sent they continued to charge my card on March 4, 2024 for the amount of 268.00.
I called and I sent an email through there website. They still have taken money out of my account without providing services.
No one has called me to resolve this issue, and continue to take money from my account.Business Response
Date: 03/07/2024
Thank you for contacting us. We are very sorry to hear about your experience with
lessons at our Las Vegas location. We forwarded the feedback to the management
team over the store, and they will be reaching out within 24-72 business hours
and will assist you further.
Again, we are sorry for the inconvenience. If you need
anything else, please do not hesitate to ask.
Thank you.Customer Answer
Date: 03/08/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 21386168, and find that this resolution is satisfactory to me.
Regards,
S****** ***
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