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Business Profile

Musical Instrument Supplies and Accessories

Guitar Center

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Musical Instrument Supplies and Accessories.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

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The 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/27/2024

    Type:Product Issues
    Status:
    Unanswered
    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 assured by the website and salesman that Guitar Center has a 45 day return window for musical instruments. I need to return one of the two items. Only today in rereading the policy I noticed that my order contained a keyword triggering a 3 day return window! This is bait and switch.

    Order Number: GCSF0002626609
    Your Order Date: 08/20/24

    Vintage 1920 Gibson A-3 White Mandolin
    Condition: Great
    Delivered in approximately 3-5 business days
    $2,249.99
    Qty: 1

    Vintage 1916 Gibson A3 Natural Mandolin
    Condition: Good
    Delivered in approximately 3-5 business days
    $1,699.99
    Qty: 1

    Order Subtotal: $3,949.98
    Shipping & Handling: $28.04
    Sales Tax: $246.87
    Shipping Charge $0.00
    Order Total: $4,224.89
    Paid by Credit Card 2618: $4,224.89

  • Initial Complaint

    Date:02/22/2024

    Type:Product Issues
    Status:
    Unanswered
    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 a guitar on 11/19/23 from Guitar Center in Knoxville, TN. I received it UPS but the box was all damaged, UPS opened it for me so we could check the guitar and it was damaged. She took a bunch of pictures and said I should call Guitar Center and report it, she waited for me to do that. I was told by Guitar Center (Riley Spencer is who I spoke to) she said to hold on to it until they issued a return call tag to pick it up. She said I needed to order another new one and pay for it in full and when they get the first one back, I would get a credit, she said it will take 3-5 business days. I wasn't comfortable doing that but I did because I wanted the guitar for my husband's Christmas present so I purchase the exact same one on 12/5/23 and put it on my credit card. After about 5-6 days later UPS came and said they are here to pick up the box, I handed it to her and she gave me a receipt. I received my credit card statement in Jan. and I noticed I didn't get the credit? I have called and sent numerous emails asking for the credit, I am just being told they don't know where the guitar was shipped to? They "think" it was lost in transient to their distribution center somewhere?? I have been calling them non-stop and emailing them since January and speaking to different people there and they all say I will get he credit after they "investigate" it but so far, no one calls me back, I have to keep explaining the story over and over to different people? I asked them why this isn't being documented in the computer and why it is taking so long? The reason the 2nd guitar was cheaper is they had a 15% promo going on and they gave me the discounted price. I have enclosed the cc receipts for both of them and most of the emails that transpired between us.

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