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:03/04/2024
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 an Ortega family guitar and it came with a crack on the side, it can not stay tunned. I contacted service center and nothing was done.
Business Response
Date: 03/05/2024
Thank you for contacting us. According to your order, it was
placed on 10/18/2023. Which unfortunately puts this outside of our 45-day
return policy. Sorry for any inconvenience this might cause. If you need
anything else, please do not hesitate to ask.
Thank you.Initial Complaint
Date:03/04/2024
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 ordered an amplifier and footswitch from Guitar Center and attempted to order for in store pickup because their website said it was in stock. The item was not in stock so it was shipped. It was shipped to a nonexistent address. Guitar Center would not re-route and said I would not receive a refund until they receive the product and placed into inventory.
This is poor service because I would have ordered from another vendor if the item was not immediately available in store as their website claimed. Furthermore, I should have been contacted prior to shipping. Guitar Center should have also ensured that the shipping address was valid prior to shipment. Finally, since this was an error by Guitar Center, I should have been credited immediately.
I am attempting to stop payment on charges. I would like an immediate refund if this is unsuccessful.
See attached shipping information. Note that there is no such address.Business Response
Date: 03/05/2024
Thank you for contacting us. We are sorry to hear your order went to the wrong address. We investigated
it, and we can see that the order was processed as it was received during
checkout.
Looking at your order, the return to sender was successful
and it will be arriving at our warehouse tomorrow. Once it is processed your
refund will be sent. It usually takes 1 to 2 business days for it to process.
Again, we are sorry for the experience. If you need anything
else, please do not hesitate to ask.
Thank you.Customer Answer
Date: 03/13/2024
Complaint: 21373190
I am rejecting this response because:I did not resolve this complaint because I had not received credit from the merchant yet. Please reopen and I will close once I receive credit.
Regards,
M*** *******Business Response
Date: 03/19/2024
Thank you for contacting us. We went into the backend and re-triggered the
refund and that should allow it to show up in your account.
If you need anything else, please feel free to email us at [email protected] and we
will help you further.
Thank you.Initial Complaint
Date:02/26/2024
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 7.22.23 I ordered a used mini moog theremin from Guitar Center. Order number GCSF********50. The order was canceled because they couldn't find the stock yet my synchrony guitar center credit card was still charged. I chatted online with a Synchrony helper for 3 months in a row until it was finally removed. But it showed back up within 2 weeks by the next time I made another payment. I track my balance each month and it is there although they now say there was never any order according to their record. I called and talked to a customer service representative and their supervisor who gave me a address to write to complain. I wish to have my card credited for the amount.Business Response
Date: 03/04/2024
Thank you for reaching out to us. We looked over your account and on our end we
do not have an authorization. And we called synchrony also and they told us the
same thing. We would suggest disputing the charge with synchrony to have them
look at it closer.
If you need anything else, please do not hesitate to ask.
Thank you.Initial Complaint
Date:02/26/2024
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 looking for an item as I had called customer service on 02/22/2024 as they said they had this in stock at my nearest store. I called the store before I went and spoke with Store Manager Jamie. I had advised Jamie that I was on the app as I was no in front of my computer as I have the Sku number. He asked what I was looking for as I told him the description as he said he had an open box but wasnt sure what cords came with it. I was asking if it was the same item as there are different iRigs. He said whats the item number. I read the Sku number as he interrupted me rudely and said NO NO NO, I can't take that number. I need the POS number. I said I am on the app and don't see that as I mentioned that but have the Sku number. He said he cant look that up as his tone was very heavy and rude. I said well thats all I have and he said well thats all I have with the open box. He said he has been at guitar center since 2007 and he has been in the business of music since 2003. I'm not sure why he said that as I was just looking for business as I really am looking for this item. I ended up calling customer service as they apologized and found a store that has it. He did say they show stock at the nearest store as I told him I didnt feel comfortable going. He said he would make it right and put a 10% price as I did go pick up the item but didnt get any discount sadly for this.
I'm just really sad how he treated me as I did not expect that from a Store Managers view. He did refuse to have his district manger call me.
I may not give Guitar Center business anymore.Business Response
Date: 03/01/2024
Thank you for contacting us. We are very sorry to hear about
your experience in our Fort Collins location. We sent your feedback to the
management team over that store, and they will be reaching out 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:02/21/2024
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 a used BBE Sonic Maximizer from guitar center online. The item description had no picture but stated that was in great condition. The item was in their Danbury, CT store #: 524 and was shipped to their Cerritos, CA store where I could pick it up. I paid $67.99 total for the item including tax and shipping. When I picked up the item the box was too small for it, it was inadequately packed, and it was sticking through the box with a small amount of damage to one side, I told them to make a note, also it has a lot of scratches on the top of the unit with makes their description of the condition (great) false. Since the have a 45 day return policy, I took it home to test it out. When I plugged it in, there is a loud buzzing coming from the RCA type outputs (some of them look bent) and every time I adjust the sound knobs on the front there was a loud scratching noise. I tried different cables, etc, but the problem was the unit. This is completely unacceptable since the unit is used for music recording and the buzzing ruins the whole sound mix.
Guitar center is just unloading junk that they know is malfunctioning or are too lazy to test the inputs/outputs properly, it would take them less then 2 minutes to test it out since it's so basic.
So then when I went to return it, they only refunded $54.75 of the $67.99 I paid, even though they have a complete satisfaction guarantee on used items. I want the shipping cost refunded too since it had damage from their bad packing. Basically they just unload malfunctioning items from one store to another to deal with and customers waste driving to return items due to their false descriptions and carelessness.
Order number was: GCW*******206, I returned it to their ***** ***** **, Cerritos CA store on 2/19/2024. Customer id: 11*****35
I have enclosed pictures, thank you.Business Response
Date: 02/27/2024
Thank you for contacting us. We are very sorry to hear about
your experience when ordering a used item. We forwarded the information to the
management teams over our Cerritos location and they will be reaching out to
you. Please allow 24 to 48 business days.
Again, we are sorry for the inconvenience. If you need
anything else, please do not hesitate to ask.
Thank you.Initial Complaint
Date:02/19/2024
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 bought a powered speaker from guitar center on 02/16/2024 leaving the store I was told by employee “ if you’re not satisfied with the speaker bring it back with in 3o days and get my cash back . On 02/17/2024 I bought it back only to find out manager Sarah would not give my money backBusiness Response
Date: 02/20/2024
Thank you for contacting us. We reached out to our Pasadena
location about the situation, they informed us that you have been refunded.
Again, thank you for reaching out and we apologize for any
inconvenience. If you need anything else, please do not hesitate to ask.
Thank you.Customer Answer
Date: 02/21/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 21310035, and find that this resolution is satisfactory to me.
Regards,
C**** ******Initial Complaint
Date:02/19/2024
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 went in to sell them some guitars over the past few weeks and was given absolutely low ball prices on instruments in pristine condition. Guitars of course. So I took the offers thinking maybe they would give me something different on my last trip I had about 3 or 4 guitars. A guy named west and his customer service supervisor named chase helped me but little did I know they were smiling in my face while putting the knife in my back. That’s unacceptable. I had left a guitar in the store by mistake and all they cared about was getting me in the store to pick up the guitar and they would take a look at the other 3 guitars I had to sell. Well when I get there we’d tells me leave them in the car cause the manager won’t look at them today. So I said to west “so they got me down here to just pick up the guitar I left behind???” He didn’t answer. That’s when I knew I was taken advantage of and played for a sucker and was deeply disappointed. The customer service manager is supposed to make sure his customers are treated right. I was not. It’s wrong. I have things to do also. This is the store on 42nd street in ocala FloridaBusiness Response
Date: 02/21/2024
We are very sorry to hear about your experience at our Ocala
location. We sent your feedback to the management team over the store, and they
will be reaching out to take care of the trade ins.
If you need anything else, please do not hesitate to ask.
Thank you.Customer Answer
Date: 02/21/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 21307963, and find that this resolution is satisfactory to me.
Regards,
P*** ******Initial Complaint
Date:02/06/2024
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.
On August 21 2023, I was charged twice for an item purchased at the North Myrtle Beach South Carolina store. There was an issue of some sort with the point of sale system and I was told the sale would need to be run again. There was no receipt generated for the first purchase. At that point, the store manager (Leo if I recall) became involved. Both he and the salesman tried to correct the issue but ultimately, a second sale needed to be run (for which I do have a receipt). The manager and salesperson both told me if I end up getting charged twice, to contact the store and they would refund one of the sales. When I received my next bank statement, sure enough, two charges. I have contacted the store more than once and each time I have been told "I only see the charge as going through once". The last time, I spoke with whom I believe was Leo, I was told to dispute the charge with my bank and also provided the number for corporate. I did submit the dispute with my bank and was given a provisional credit for the amount of the purchase price. At that point, I considered the matter closed, However, on September 19th 2023, I was charged a debit adjustment by Guitar Center and charged again for the item. I contacted corporate who told me they could not assist as they were in UT and could only assist with web and online orders, not purchases within individual stores. I was given the means to contact a district manager via the website and per the automated response e-mail, I should expect a response within 24 hours but I could contact corporate for faster service. Sigh. . That was on December 7th. Today is February 6th. Still no callback. I was able t make contact with someone via facebook messenger who assured me someone would contact me ane even went so far as to say someone tried to do so. However, I have received no such call or email and my contact information was given to whoever it was working the chats.Business Response
Date: 02/09/2024
Thank you for contacting us. If possible, can you please
email us a bank statement to [email protected] so that we can check it on our side? And in the meantime, the store manager will be reaching out
to you also.
We hope to hear from you soon, if you need anything else
please do not hesitate to ask.
Thank you.Customer Answer
Date: 02/10/2024
Complaint: 21252747
I am rejecting this response because: The issue has not yet been resolved. I have provided the requested bank statements to [email protected] as well as attached them to this response.
Regards,
J*** *****Business Response
Date: 02/12/2024
Looking further into this with our accounting team, we did not collect the 2nd authorization, #000308, because our processor made an adjustment and sent the
funds back to your bank. When this occurs, it is up your bank to reflect the
credit reversal on your account. The funds were adjusted on 8/30/23.
Guitar Center does not have the duplicate funds
of $196.00 in our account and therefore we are unable to issue credit at this
time. It’s up to your bank to use the credit the processor provided them and
reflect it on your account.
A dispute was opened back on 08/23 and
reversed on 09/19/23 as the bank ruled in our favor that a credit was processed
by our processor. We recommend contacting your bank and referencing the dispute
when inquiring on where the credit is. We attached the statement from our side to show we did not collect.If you need anything else, feel free to email us on the previously provided email address.
Thank you.
Initial Complaint
Date:02/01/2024
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 was driving from New York to Texas and arrived at the Nashville Guitar Center store intending to trade in some equipment for a used amp that they had. From the moment I walked in I felt uneasy with my interaction with the store CSM. He was rushing me and told me they didn’t have time to do a trade but to bring my gear in “I guess”. So I went ahead and brought it in. After analyzing the gear he said “go ahead and grab the amp you want and let’s get this done”. Being tired from driving and admittedly excited about the amp I left my equipment to be appraised. When asking how much they were paying me for my items I was told they can’t disclose the amounts. When asking for cash for the difference in the trade. (I was trading in more than double the value of the purchase resale) the manager, Barrett told me to find more things to buy cause they can’t pay out cash. So being tired and wanting to go with the flow I hesitantly grabbed some pedals I didn’t need. After this I was told there was a free warranty on the amp that he threw in to help me out. Come to find out I was unwillingly “sold” pro coverage on the amp and the pedal totaling an amount of $300+. Barrett then told me they couldn’t give me a receipt but I was good to go. When arriving home in Texas and after catching up on sleep, I went to my local store. It was then when I found out about the pro coverage I unwillingly was charged for and learned that a few of the items I traded in were not even listed on the trade. Makes me wonder about where they ended up…I was also not paid a fair amount for the items I traded in. Overall my interaction at this store was beyond poor and I feel taken advantage of by this manager.Business Response
Date: 02/06/2024
Thank you for contacting us. We are sorry to hear about your
experience at our Nashville location, we forwarded your feedback to the
management over the store and they will be contacting you soon.
Again, we are very sorry for the experience. If you need
anything else, please do not hesitate to ask.
Thank you.Customer Answer
Date: 02/06/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 21234159, and find that this resolution is satisfactory to me.
Regards,
M****** *******Initial Complaint
Date:02/01/2024
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 January 2,2024, I purchased a digital download for dj equipment. The download was supposed to be instantaneous. It was never sent. I contacted the Guitar Center the next day (after 24 hours), via chat. I was then told it would be sent within the next few hours. I waited until later in the day. The download was still not sent. I then opened a dispute with Paypal, the payment provider I used, to make the payment. I requested a full refund. The business was given 5-7 days to respond. I believe they responded there was not going to be a refund because it was software. I waited for a response and after 10 days, I contacted Paypal, who again contacted the business. I was told if the business had not proven delivery of the download, they would immediately process a refund to me. That did not happen. I waited a few days before I called Paypal. They assured me it would be resolved. I waited another 7 days before I called again. I was told the business would have another 3 days to comply or a full refund would be issued That did not happen. I then contacted The Guitar Center again, via email (guitarcntr paypal-questions) on 1/31/24. I was contacted today by Dylan Poe - Customer Support, Paypal Support, Resolution Team - Contact Center, and told a refund would not be issued pertaining to the refund policy. He offered to reach out to their software team to send a key for the software, which is outwardly admitting it was never provided in the first place. He stated I had purchased software and it could not be returned. I exclaimed they did not complete the purchase on their end and thus, I should not have been charged. It seems this business has found a loophole in the refund policy that allows them to forgo delivery of the download and reject a refund request. I have read other reviews and it seems this is common practice for this business and that it may be affiliated with oversees fraud.Business Response
Date: 02/05/2024
Thank you for contacting us us.
We went through the records, and we see you were refunded on
2/2/2024. Please allow 5 to 7 business days for your refund to show on your
bank statements..
If you need anything else, please do not hesitate to ask.
Thank you.Customer Answer
Date: 02/05/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 21233309, and find that this resolution is satisfactory to me.
Regards,
K**** *******
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