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
- 252 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:12/11/2023
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 shipped a used Williams Allegro IV to me. I unknowingly paid top dollar ($642) for a keyboard piano that was previously owned. The re-wrap of the contents are indicative that it was a returned item. Had there been a disclaimer in Guitar Center’s advertisement of item, I wouldn’t have purchased it. The cardboard that was placed inside of keys before shipping has an oily looking discoloration. We’re concerned whether it’s a dermatological safety concern? See attached pictures. We paid a handyman $75 + a $20 dollar tip to assemble the whole thing including the bench. This item is a bust & waste of money because the sound is cracking. This is not right and we are considering legal action. Why resell a broken item! It should’ve been donated to charity.
The inconvenience of paying someone to assemble a device that needs to now be broken down in order to take it in to local store for a refund. We don’t even own a vehicle large enough to transport it. This is frustrating! The item was shipped from Kansas MO.
Business Response
Date: 12/12/2023
We are very sorry to hear about your experience with the
piano you received. It is not something we want anyone to experience.
If you would like, we can set up a return and get it back to
us so we can refund you, saving you a trip to the store as we know a piano is
not easy to transport.
And as a further sorry, we can refund you for the fee you
paid for the handyman to set up the piano also.
If the above is good with you, please email us at [email protected] and we
will get everything started for you.
Again, we are sorry for the inconvenience. If you need
anything else, please do not hesitate to ask.
Thank you.Customer Answer
Date: 12/23/2023
Dear BBB,
Please accept my apology for delayed response. I had several important things happen last week. The business delayed their response by five business days. I am requesting reimbursement for assembly, dis-assembly and item transport to Pineville, NC Guitar Center (Dec. 16th) charged by Jenkins handyman services. I am attaching corresponding sequences of events. The total paid for the above mentioned services equal $195. Guitar Center has permission to mail payment to:
**** ******* **** ****** ****, South Carolina 29707
Please let me know whether I have to submit a new complaint in order to receive reimbursement?
Customer Answer
Date: 12/23/2023
Dear BBB,
Please accept my apology for delayed response. I had several important things happen last week. The business delayed their response by five business days. I am requesting reimbursement for assembly, dis-assembly and item transport to Pineville, NC Guitar Center (Dec. 16th) charged by Jenkins handyman services. I am attaching corresponding sequences of events. The total paid for the above mentioned services equal $195. Guitar Center has permission to mail payment to:
**** ******* **** ****** ****, South Carolina 29707
Please let me know whether I have to submit a new complaint in order to receive reimbursement?Customer Answer
Date: 12/26/2023
Complaint: 20989840
I am rejecting this response because:Please accept my apology for delayed response. I had several important things happen last week. The business delayed their response by five business days. I am requesting reimbursement for assembly, dis-assembly and item transport to Pineville, NC Guitar Center (Dec. 16th) charged by Jenkins handyman services. I am attaching corresponding sequences of events. The total paid for the above mentioned services equal $195. Guitar Center has permission to mail payment to:
**** ******* **** ****** ****, South Carolina 29707
Regards,
C**** ******Business Response
Date: 12/27/2023
Thank you for your response. We will be sending you a check
to cover the cost of $195.00 to your provided address as requested.
Please note, they generally take 10 to 14 business days to
arrive. If you need anything else, please reach out to us at [email protected] for
further assistance.
Again, we are very sorry for the inconvenience, and we
appreciate your feedback.
Thank you.Customer Answer
Date: 12/28/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 20989840, and find that this resolution is satisfactory to me.
Regards,
C**** ******Initial Complaint
Date:12/11/2023
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 saw a guitar on their website listed as new. I called the Hollywood CA store (where the guitar was) and asked what year it was as it was not listed on the website. They told me as a new guitar, it was either a 22 or 23.
On 12/04/23, I bought the guitar ($3,329.99 after tax $3,608.88). Guitar was shipped and "arrived" on 12/08. I noticed the cardboard box was way too light and recorded the unboxing just in case, and unsurprisingly, there was no guitar. They sent me a box with an empty guitar case and no guitar.
To add insult to the injury, the case came with a tag listing the guitar had been for sale (expired sale) for $2699.99. The certificate inside the case showed the guitar was a 2019 model, not 2022, or 2023.
I immediately called Guitar Center and told them what happened (and recorded the call because what the heck). They transferred me back and forth and left me on hold for 32 mins and eventually the call just hung up. I called back and after another 15 or so mins, I eventually got a hold of someone from the Hollywood, CA store (where guitar was shipped from) who said they would look into it and call me back.
As a brand new guitar, it should've never left the case to begin with... Which means, it was a floor model and they sent the case and forgot to pack the actual guitar.
The issues are:
1) Empty case and no guitar.
2) They lied about the year on the phone.
3) They lied and sold me a floor model as a brand new guitar.
I'm still waiting to hear back how they will resolve it, but this is unacceptable, specially for an instrument this expensive.Business Response
Date: 12/11/2023
We are very sorry to hear about your recent experience with
your purchase. We appreciate you reaching out to us.
We forwarded your feedback to the management team over the Hollywood location,
and they will be reaching out to you within 24-72 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: 12/18/2023
Guitar Center located guitar. It had been accidentally shipped to a different store. Guitar was shipped to me missing a part, scratched and lightly dented. Use consistent with being a four year old floor model and not a brand new guitar. Guitar Center refunded honored the expired sale price and refunded me the difference. Terrible experience, and sketchy business passing off used guitars as new.Initial Complaint
Date:12/06/2023
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 November 10th 2023, I purchased a used item online at guitarcenter.com in the amount of $199.99 plus tax and shipping.
I received a purchase confirmation email later the same day saying my item would ship within two business days. I received no further contact from guitar center in any form for the next ten days. I then called guitar center customer service seven times over the following days to inquire about my purchase and why the item had not shipped yet and was given "the run around" by several different customer service agents. Finally on the eighth phone call to customer service, I spoke with a supervisor who tracked down that my order was coming from the West Palm Beach Florida store and suggested to me that I call that specific location and ask for the store manager. I did exactly that and spoke with Jason, the store manager at the West Palm Beach location on November 20, 2023 and, after apologizing profusely, he tracked down my item in the back "pick room" and ensured me he would ship it 2nd Day Air with FedEx the same day and refund my shipping charge. He did neither. My item finally arrived on November 30, 2023 and it was the wrong item!!! Furthermore, after checking my credit card, my shipping charge was not refunded. Understandably quite frustrated, I called Jason back again and explained the situation. He again apologized profusely and told me he was going to order a brand new version of the used item I purchased, but it would have to be ordered directly from the manufacturer in Oxnard, California and would take ten business days to arrive to his store in West Palm Beach Florida. He promised me he would then expedite the shipping once again via FedEx 2nd Day Air and would send me a verification email to give me peace of mind that things were being taken care of. This was five days ago and I still have not received any email or communication from Jason. Now I am stuck with an item I never wanted, nor ordered. Situation still unresolved.Business Response
Date: 12/08/2023
We are very sorry to hear that you received the wrong
guitar. We reached out to the management team over the store and they will be
reaching out to you. Please give them 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: 12/11/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 20961904, and find that this resolution is satisfactory to me.
Regards,
A**** **** *****Initial Complaint
Date:12/04/2023
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 wanted to share my recent experience with the installation of an LR Baggs Anthem pickup system on my acoustic guitar, for which I paid $70. Unfortunately, I encountered a few unprofessional issues that I believe require attention and resolution.
Firstly, the wires were not fixed to the guitar’s body, resulting in audible collision sounds as they swing. This is intolerable for any fingerstyle artists. Additionally, the pickup system provided stickers to secure the wires, but the tech placed them incorrectly inside my guitar and thus wasted them.
Furthermore, the placement of the battery was incorrect, causing detachment while playing. I heard it bump into my guitar’s back, which raised concerns about possible damage to the guitar.
I also faced challenges with uneven volume, particularly with the sixth string being disproportionately louder than the others.
Despite this, the tech was a bit unwilling when I requested adjustments to the guitar's saddle.
I understand that some variations in pricing may occur, but I believe that basic professional standards should be upheld during such installations. The issues I faced are generally considered fundamental in the field, and any skilled guitar luthier would typically address them comprehensively. I guarantee that any trained guitar luthiers will consider these procedures part of the installation.
Their manager even suggested that these wires should not be fixed and it’s normal that they swing. This is unprofessional. Though a guitar dealer might not be a guitarist, I guarantee that no guitarists would leave the wires unfixed. This can be evidenced easily. Actually, one of their employees admitted that the wires should be fixed but weren’t.
I appreciate your time in addressing these concerns and would be grateful for a prompt resolution. I value the reputation of your store and believe that resolving these matters will contribute to a positive customer experience.
Thank you for your attention to this matter.Business Response
Date: 12/07/2023
We are sorry to hear that you feel that way regarding the guitar service that was done at our Middleton location.
Our Store management team has worked with you on this service and demonstrated that the work done was completed in a professional matter. We are sorry for the frustration this has caused and appreciate your feedback regarding the situation.
If you need anything else or have any further questions, please do not hesitate to ask or contact the Middleton Guitar Center Store.
Thank you.Customer Answer
Date: 12/07/2023
To Whom It May Concern,
I appreciate your prompt response. It appears
that there might be a divergence in our understanding of professional repair
services. In my previous communication, I emphasized the importance of a
professional luthier utilizing the self-stick wiring clips provided with the
product to address wire-related noise issues inside the guitar.Simply put, these clips wouldn't be included with the pickup system if the company deemed them unnecessary:
*************************947/lr-baggs-anthem-install-manual.pdf
The OFFICIAL install manual for my LR Baggs Anthem pickup system stated:
"Secure the wire with a wire clip as close to the exit hole as practical (see figure 8). Failure to secure the pickup may
produce excess boominess and feedback.""Lastly, secure the wire with the ***e wire clip as the Element pickup (see figure 8). "
"The Tru • Mic and Element wires are secured with one wire clip on the bass-side of the bridge plate near the exit hole."
"Secure all wires with the wire clips provided and re-string the guitar."
Besides, here is some mroe evidence supporting that it is common sense to use these clips for wire fixing:
This tutorial emphasizes the necessity of "ALWAYS securing the wire with the clip provided":
****************This video clearly illustrates the impact of dangling wires on guitar noise and provides guidance on proper fixing:
****************Another discussion links loose wires to undesirable internal rattling sounds:
****************
More evidence:
****************
****************I am a guitarist; I have been playing the acoustic
guitar since a very young age, but this is my first time to see a luthier who
didn't address the issue with these wires. Please correct the official install manual if it is mistaken,
but I hope a consensus can be reached on the matter of fixing the wires.Regards,
***Business Response
Date: 12/11/2023
Hi ***,
Thank you for your response,
We appreciate the feedback and will share it with our Middleton Guitar Center Store Management team.
Our Store management team has worked with you on this service and we thank you for your business.
Please do not hesitate to contact the Middleton Guitar Center Store should you need anything else. Thank youCustomer Answer
Date: 12/11/2023
I am rejecting this response because the business failed to provide any evidence that the repairs service I received at Middleton was not unprofessional. If it was unprofessional as previously proven, I think I deserve a full refunds, otherwise it becomes unfair for customers. Thank you
Regards,
***Initial Complaint
Date:12/04/2023
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.
spent hours on the phone trying to figure out why i have a remaining balance of $341 on my gear card credit card. guitar center says they refunded me in full on the returned orders. synchrony bank is saying no they didnt. guitar center says yes they did and then dropped the call refusing to help anymore. wont answer the phone when i call back .
i am stuck in the middle i also see a pending charge of 201.72 from august of 2023 that is still showing pending. guitar center promised this would be removed. it wasn't. and it may be affecting the balance due which synchrony is forcing me to pay. this is absolute horrible 3 hour experience between phone calls with two very incompetent companies who cant explain why i still have a balance. my records show it should be paid in full.
I need a full refund and then something done about the terrible experience.
The coward manager is refusing to take the call . No real ETA on calling me back. Just says hell have to call you later.Business Response
Date: 12/07/2023
We are very sorry for the inconvenience in receiving your refund.
We looked into it and saw the refund has been processed and you should see it
back soon.
Again, we are very sorry for the inconvenience and
frustration you experienced, if you need anything else, please do not hesitate
to ask.
Thank you.Customer Answer
Date: 12/12/2023
I am still waiting for the promised refund of $101.29 from G**** in writing also in email and on a recorded phone call. multiple times promised this refund amount and has since had me jumping through hoops checking the website repeatedly to no avail . never see the refund of $101.29 . They are playing games with me and dragging things out. this does not take that long. I have been very clear of what I expect and they have been very clear of what I was getting. They are not being accountable or honoring their word. Was promised on Sunday to see the refund, then that change to Tuesday (today), now I am being told to wait longer. This has gone on for weeks. I am beyond my level of patience. At this point I should be given a larger refund due to the constant stream of incompetence, misinformation and false promises. I have spent thousands with this company and to be treated this way is a horrible experience. Process the promised $101.29 refund and then some.Customer Answer
Date: 12/12/2023
please see attached email from G**** in regards to the refund of $101.29 for all the troubles and nonsense only to actually provide more nonsense and runarounds. I have more emails showing the credit should have shown of 101.29. however I have emails from Synchrony showing the credit should be more and expect it to be more after all the troubles. the making it right portion has continued to cause more issues and delays.Business Response
Date: 12/15/2023
We appreciate your feedback and thank you for letting us
know and we are sorry for the inconvenience.
We have in our records that you have called our Contact Center
and spoke to a member of management. And he also sent you a few items which was
about $100 worth.
Again, we are sorry for the inconvenience. If you need
anything else, please email us at [email protected]
Thank you.Customer Answer
Date: 12/18/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 20951895, and find that this resolution is satisfactory to me.
Regards,
E***** ******Initial Complaint
Date:12/01/2023
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 made a purchase on Nov 29th from Guitar Center on their website, the price of the item was $349.99 and I elected to pay for next day shipping which raised the shipping cost to $40.52. I received a confirmation of that order and thought I would have the item in my local store by Friday, maybe Saturday at the latest.
What I did not know, and was never warned about, was Guitar Centers requirement to call them to complete the order. They sent an email 2 hours after I made the purchase and received confirmation of my order informing me of this but I did not see the email until the following evening (11/30) after getting no updates about shipping or arrival of my item. At the time of purchase I elected to receive updates via text and never got a text about this.
I do not believe Guitar Center is processing my order in accordance with their own purchase terms policy which states “ Guitar Center will communicate its acceptance of an order by acknowledging your order by reply email then processing your payment and shipping the items) ordered to you or by processing your payment in-store and providing the items) ordered to you.” They have processed a payment, confirmed an order, but have not shipped it with no indication as to why, furthermore, they do not list the hours of operation for their customer service line that you are required to call anywhere, or state them on the line if you call outside the operating hours as I did once I realized this was required.
I would like to be refunded the shipping cost because of their handling of my order and I believe Guitar Center should either abide by their terms or update them to reflect their actual practice. An order confirmation should not be generated until all information required is submitted, it’s misleading to consumers.Business Response
Date: 12/04/2023
We are very sorry to hear that your order showed up late after
paying for 2 day shipping and appreciate you reaching out to us. We have
refunded your shipping to the credit card you used, and it should show up in
your account within 3 to 5 business days.
Again, we are very sorry for the inconvenience. If you need
anything else, please do not hesitate to ask.
Thank you.Customer Answer
Date: 12/08/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 20943314, and find that this resolution is satisfactory to me.
Regards,
L**** ******Initial Complaint
Date:11/24/2023
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 signed my wife up for drum lessons at the beginning of September (9/4, I believe). After tax the cost is $109 every 4 weeks for 4 lessons. The store cancelled 2 lessons because of things on their end, and my wife cancelled 2 lessons because of personal issues. She successfully had 3 lessons, but then decided they weren't for her.
I contacted the store at the end of October to cancel the lessons & ask about getting a refund since I was charged for 8 lessons, but we actually had 3. The lesson manager was not available, but an employee took down my request.
A couple days later on 11/1 I was charged for another 4 weeks of lessons. I called & spoke with the GM, Carol, who said she could refund me, but was not up front so she couldn't do it at the moment. She advised me to call back & she would refund the last 2 charges.
Since this time I have called several times over the month, but the GM was never available. I have left several messages asking for a call back, but have not heard back.
I just want my $218 back.
Customer #: 61******28
Customer Name: J****** ******Business Response
Date: 11/28/2023
We are very sorry to hear that you have had issues getting
your refund. We sent your feedback to the store and their management team. They
have been trying to call you to take care of you. You can talk to Carol at
614-436-2600.
Again, we are sorry for the inconvenience. If you need
anything else, please do not hesitate to ask.
Thank you.Initial Complaint
Date:11/14/2023
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 used Roland FP-90x Keyboard. Asked Salesperson at the Detroit store to visual check the board to make sure it was as described: "excellent". He said it was. On 10.5 I unpacked the board and found the keyboard was damaged. Their online photos conveniently had the damaged areas in the shadows. There NO possibility the damage took place in transit. The store had a damaged Roland keyboard travel bag they could not sell so they had packed the used keyboard into this zippered case. If it had been damaged the broken piece would have HAD to be inside that case. They were not. So it was damaged when sold - or - they damaged it after sale and sent it out anyhow. I was told on 10.5 to send photos to [email protected]. I did so. The email was not returned as undeliverable. 10 days later nothing. I called the Detroit store. They said the manager had called Roland for parts (as I had said if the endcap that was broken could be sent to me I could do the repair and preferred that) but was waiting to hear back. I waited another week. Nothing. I called back and was told the same story (Think I spoke with "Austin". I waited 10 days or so and called Roland directly myself (I will be filing a complain for Roland separately). I spoke with someone is Corporate sales. He looked up my purchased and apologized and said they would give me a hundred something dollar discount for my trouble and reach out to some to call me about it. (Started case: 231026007150) Nothing. I called a week later. This time spoke to the repair center. They said they'd get back. Nothing. I am not letting this slide. I bought this for a resident at our Senior Home after she played a different RP-90x form a different vender. She is being patient but I'm not selling her damaged goods. Guitar Center has been dishonest in this sale and have avoided every opportunity to correct it. I will file suit against this if need be. This is a starting/initial step toward that if potentiality.Business Response
Date: 11/17/2023
We are very sorry to hear about your experience when
purchasing a used product. We sent your feedback to the store that carried the product,
and they will be reaching out to assist you.
Again, we are very sorry for the inconvenience. If you need
anything else, please do not hesitate to ask.
Thank you.Initial Complaint
Date:11/09/2023
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 have been trying for over a month to be taken off their email list and still they come daily......Business Response
Date: 11/09/2023
We are very sorry to hear about your trouble getting
unsubscribed. We reached out to the email team, and they have unsubscribed you
from everything. Please give it about 24 hours to take affect.
If you get anymore emails, please forward it to us at [email protected] so we
can investigate it.
Again, we are very sorry for the inconvenience. If you need
anything else, please do not hesitate to ask.
Thank you.Initial Complaint
Date:11/09/2023
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
Order GCW6*******31. 11/03/2023
Order GCW59*******6 10/29/2023
The website says most orders before 3pm eastern time will be filled the same day and well that is not true still waiting for the order from 11/03 to process I bought a $1700 guitar a Gibson les Paul that came to me scratched and hacked and covered in dust which should have been the open box price
Ive sent two emails that they claim they will answer within 24hrs and that is also a lie they don’t answer them at all. Not a single person that works for guitar center has been able to help and none of them will allow you to escalate your issue I’ve been going there for 35 years and I am beyond done with them
Les Paul order GCSF********74 this place is a complete lie and a giant rip off. I do not trust this company anymore and will take my business elsewhereCustomer Answer
Date: 11/09/2023
I called guitar center back and a customer service rep said my order was in the store and has been in the store however the store was not able to find my order 11/09Business Response
Date: 11/09/2023
We are very sorry to hear about your experience
and are sorry you feel that way. We will follow up with our shipping teams and investigate
why the order took so long to ship as this is not something we want anyone to experience.
A refund of $268.75 was given for the condition
of the item, but if you are still not satisfied we can set up a return and send
you a shipping label if you would like. Or, alternatively, you can return it to
your local Guitar Center store.
And, your personal Gear Advisor is there and
ready to help if you need any assistance.
Again, we are very sorry for the inconvenience.
If you need anything else, please do not hesitate to ask.
Thank you.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.