Reviews
This profile includes reviews for Guitar Center, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 43 Customer Reviews
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Review fromHunter A
Date: 07/15/2024
1 starI ordered a schecter 7 string that they had for sale online. They had the wrong pictures on the listing so had to cancel the order. They left the charge on my card for over a week and in that week the guitar I wanted was bought. Tried to chat on the website and the employee just closed the chat without offering any resolution. Had to call 3 different times to find someone to actually help me and even then their solution was to get a gear card or ask for a higher limit on the gear card. Finally ordered a guitar that was my third choice since the used pieces I wanted were sold while I stared at a guitar center charge on my card and then shipping is delayed two days because it's in a different box since guitar center isn't honest about stock and will let you buy anything even if they don't have it after I was told by the agent that helped I would have it on the weekend. That didn't happen.i have been trying my hardest to buy a guitar from them for a month now and still don't have an instrument in my hands. Getting someone from the company to consistently respond to emails or the live chat to help you is near impossible so they can filter you to the phone I suppose where they try to sell you more and more. Worst customer experience I have ever had and I will never spend money with this company again.Review fromLouis R
Date: 06/18/2024
1 starOn 6/11/2024 I spent $1346.00 on a Taylor Guitar, Case and Strap ! While making the purchase I noticed that my email and phone number was not current. So after they printed my receipt I asked to update my contact information. They told me I couldn't unless I Made another purchase ! What ? I never heard of paying to update my contact information ! I contacted customer service and they have not contacted me about my incident.
This has to be some sort of illegal practice.Review fromMicah H
Date: 06/17/2024
1 starNot honest about condition or stock level of oneline order. Will cancel without notice that your earned rewards used will be lost. No resolutions offered. Will constantly call you to try and sell you more and they don't even have the competence to know they cancelled your order but still have your money. Used to be a good company, but now they are horrible! If my dispute via the bank does not work ill be taking this from a review to a filed complaint looking for help to resolve. Just be careful of this company, only buy in-store what you can inspect thoroughly.Review fromZachariah G
Date: 05/02/2024
1 starComplete Garbage customer service, not the local store, love those guys, but their website is misleading and their call center is complete garbage. I bought a guitar online that stated it was in stock, brand new, and that I could pick up immediately. That’s all false, they charged my card, but I still haven’t been able to pick up a guitar. Even though it’s in stock at the store. Not to mention that it’s actually not brand new, it’s the floor model. I can’t pick it up because there’s a verification process that they do not warn you about at all. No indication, in fact it’s false advertising. I wasn’t able to pick it up right away. I’ve gone in twice, and even though they charged my card and I have the order number apparently that’s not good enough. They call from an unknown number while I’m working. So when I went in again I was informed I needed to call them. This is the first time I was told that. Now I’ve been on hold coming on an hour with ungodly loud hold music that’s mixed terribly and ear piercing. It’s cost me a high paying gig now because I have no guitar and since they charged my card I can’t afford to just buy one in store. It’s complete garbage. And the employees can’t fast track me either, which I’m told they company does that on purpose. So my cards been charged, I’ve now lost a gig which means I don’t have the money I would have gotten to take care of bills, and I’m on hold for verification for an ungodly amount of time after being told from their website I could immediately pick up. Probably gonna sue for false advertising, and how they gonna “verify” after charging my card. With no warning before the purchase. I’m definitely contact my states General Attorney about this. Still on hold, can’t receive the item I’ve already been charged for, not brand new and false advertising. I’ve already won the lawsuit. I’m gonna blast this everywhere for people to shop elsewhere. Avoid at all costsReview fromDaniel M
Date: 04/11/2024
1 starDaniel M
Date: 04/11/2024
I would not recommend taking lessons at the Asheville, NC store; not due to the ability of the instructors (whom have been terrific), but due to the complete snarky and un-customer service attitude shown by that location's lesson coordinator.
Guitar Center, Inc.
Date: 04/26/2024
Hi ******,
We are very sorry to hear about your experience with lessons at our Asheville location, We appreciate your feedback and appreciate you taking the time to write this review.
If you have any further details, please email us at [email protected] so we can address this with the stores leadership team.
Thank you.Review fromMichael G
Date: 03/08/2024
1 starMichael G
Date: 03/08/2024
Went and bought a Martin guitar yesterday. Over $600.00 After I got it home I realized there was a problem with the neck. Less than 24 hours after purchase and they refused to fix, however I could pay their guitar Luther to do it. PAY!!?? I argued and screamed customer service. They didn't care. So I got my money back. This is a TERRIBLE place when it comes to customer service.Guitar Center, Inc.
Date: 04/04/2024
Hi M******,
We are very sorry to hear about your experience. Please email us information including the location you visited to [email protected] and we will assist further.
Thank you.Review fromJason R
Date: 02/18/2024
1 starJason R
Date: 02/18/2024
I was just refused a receipt. They laughed and said I sent it to your email. I never got the email. Called and asked for it again. The lady said. I’m looking at it right now. I said that doesn’t help me. I think this is actually illegal. At the Austin Texas location on Anderson mill rd. I heard of attitude from this lady? That I returned my item to. Called customer service to complain. They referred me to the website to a thing that I couldn’t find. So I used this instead. I’m getting nowhere. And when I call the store the same lady? Answers the phone.Guitar Center, Inc.
Date: 03/01/2024
Hi J****,
Thank you for contacting us and informing us about your experience. This is not something we want anyone to deal with. Please reach out to us at [email protected] and we will assist you further.
Hope to hear from you soon,
Thank you.Review fromKimberly S
Date: 12/22/2023
1 starKimberly S
Date: 12/22/2023
I am so disappointed! This is a company where you are spending hundreds to thousands of dollars and their process is completely ridiculous! I had gone straight to the source to get a Korg Synthesizer for my boyfriend before Christmas. I decided to buy from guitar center instead of amazon to support a store and in hopes of getting it faster. I called the store and they didnt have in stock and told me to order online and they'd ship it to them in 2-3 business days. I went online ordered the item, added express shipping and the amount was removed from my account. Cut to 2 days later I went to check the status and I had an email saying they CANCELED MY ORDER. Weird because my money was still out of my account. I called and to my surprise I was told in fact it wasnt in stock and they said it wouldnt be in until Jan 15th. Imagine my surprise because if I hadnt checked my email, Id never know. Obviously I was livid. Long story short after being on the phone with a rep and explaining how it is bad business to say your items are in stock, let you order it, take your money and then send you an email canceling but not returning your money was unacceptable. I ordered a more expensive version and they only waived the 2 day express shipping. I asked why my money was still gone and she tried to tell me its not its a hold (how is that not the same thing? I cant access it, so its not back to me) She said Id get my money back for the other item 5-7 business days. Can you believe that? And at Christmas! I had to buy another item so now I have over 1200 taken from my account by guitar center. Anyway, figured Id get the money back any day, thought was in the clear and I go to check my email where they said they STILL HAD NOT SHIPPED because I needed to call now and verify the order. Are you kidding me? So if I hadnt checked my email they would have not shipped AGAIN! This is just asinine. Cut to a week later I still dont have my money back from the item ordered 5 days ago.Guitar Center, Inc.
Date: 12/29/2023
Hi K*******,
We are very sorry to hear about your recent experience when ordering for Christmas, and we appreciate you sending this feedback to us.
We did look at the cancelled order to see if anything was holding it up, and on our end, nothing got charged. So, it is most likely a Authorization that the bank is holding on to. We would suggest giving them a call.
If you need anything else, or have further feedback, feel free to email us at [email protected].
Thank you.Review fromShanon D.
Date: 12/11/2023
1 starShanon D.
Date: 12/11/2023
**** us a broken bass and blamed my son for the break after he had put even more money into the set up just to find out the issue is not fixable. Voided their return policy, because they felt like it. Horrible customer service at this location.Guitar Center, Inc.
Date: 12/22/2023
Hello S*****,
I am very sorry about the poor experience you received; we appreciate all feedback we receive. I am forwarding your feedback to the store manager and district manager, and they will reach out to you to help resolve this situation.
A member of management will be in contact with you in the next 48 to 72 business hours (please note, because of the holiday it might be a tad longer). In the meantime, please email us at [email protected] with further details so we can assist you further.
Thank you for taking the time to share your feedback. Again, I'm sorry for the frustration you've experienced.Review fromRussell M.
Date: 10/23/2023
1 starRussell M.
Date: 10/23/2023
Guitar Center purchased Musicians Friend.. and thus Musicians Friend now implements Guitar center's business model: For every customer lost, 5 new ones appear.. which is a widely held ethos among web-based enterprises. I am one that has been victimized by their callous disregard for honest sales and service. Musicians Friend and Guitar Center demonstrate a common disregard for the basic tenet our free market system is based upon.. especially on the internet.. which is "consumer sovereignty." My experience with both as a customer leads me to suggest some legal enterprise should pursue class action legal actions. With 1000's of customers that have expressed being "screwed" by each... (internet postings)would hopefully result in the companies being sold to more socially responsible owner(s). I would join such as a formal act of disapproval for their business practice obfuscation and outright denial of customer's complaining seeking equitable restitution. Buyers beware!Guitar Center, Inc.
Date: 10/24/2023
Hey R***,
Sorry to hear that you had a recent experience with us that was not good.
Please send any details and your feedback to [email protected] so that we may look into this more.
Thank you.
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