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2.5 86 Reviews

Guitar Center Complaints Summary

32 Resolved
54 Unresolved
Our verdict: Engaging with Guitar Center, which has a below-average resolution rate, demands caution. Thoroughly assess their service reviews and explore how they handle unresolved complaints. If you encounter issues, document your experiences meticulously and be persistent in seeking resolutions.
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11:07 pm EST
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Guitar Center aweful/no customer service

The lack of service is incredible. I'm a loyal Guitar Center customer and have spent thousands of dollars there over the years.

I dropped a guitar off over a month ago. All I had wrong was a toggle switch getting stuck on my electric guitar (American Hamer, Archtop Custom - $2500 guitar). After two weeks of not hearing back, I called the store to inquire. I was told that I gave them a bad phone number (yeah right...I know how to write my ph# down) and that's why they didn't call. I gave them the benefit of the doubt. PROBLEM #1 - Nobody ever called me back.

I picked up my guitar, paid for the repair, got home and plugged it in and NOTHING. No sound coming out of the guitar. Did they even TEST IT before telling me it was ready for pick up? PROBLEM #2 - Guitar not working (and it was working fine before dropping it off - just needed a new toggle switch which kept getting stuck in the middle position).

I took the guitar back to have it fixed...going out of my way (30 min drive) to take it back. "Dino, " the guitar tech, is polite and apologizes but ends up wanting to keep it for a few days to fix it. TWO WEEKS PASS and I hear nothing. PROBLEM #3 - Nobody calls me back, AGAIN.

I call this past Saturday to inquire about the delay. I'm told that Dino needs to talk to me but didn't have my phone number (HUH? I gave it to him in person when I dropped the guitar off). I'm told that he's with a customer and will call me back within 10 minutes. PROBLEM #4 - 6 hours pass and nobody calls me.

So I call AGAIN that evening, explain the issue to the guy who answered the phone (name Ivan, I think). He apologizes, said he'll personally give my message to Dino to have him call me. Five days later, I've heard nothing.

How the HELL do you NOT call a customer back 4 times? My guitar has been there for a month total, still isn't repaired, apparently has something wrong with it but I have no idea what that is because nobody at Guitar Center is able to pick up a damn phone and return their customer's phone call, despite FOUR chances.

Whatever is wrong with my guitar was NOT wrong with it when I dropped it off.

Pathetic customer service. No excuse. I'm willing to post this wherever I can...they have earned this criticism.

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Guitar Center bad service

I went to the guitar center to buy a Yamaha keyboard for my daughter. Then I was told that it doesn't come with a power supply and I need to buy it separately. So I said ok, I will buy one. Then the sales person told me that they don't have it in the store but he can order it online for me. But he didn't mention to me that I need to pay the shipping cost. Then he took one hour to make the order. A few days later I changed my mind because I don't want to wait any more and I went to Costco to buy a keyboard which comes with a power supply. Then I went back to the Guitar Center to return the keyboard and the power supply. Then I was told that I cannot return the supply because it hasn't arrived to the store yet (they seem to only ship to store). So I waited it to arrive the store and I went there one more time to return it. The entire process I didn't get to touch the power supply. But the sales person told me that they cannot refund me the money because they are using different system. So I have to wait for the item to reach when it came from and then get my refund. After waiting for another 10 days, I still didn't get my refund so I called the customer service to check whether they have received the item. Surprisingly, the customer service told me that the store should refund me the day I returned the item because the online store should have return the money to the store. So I have to make another trip to the store to argue about my refund. This has been a very unpleasant shopping experience to me. I would never go to this store to buy any stuff no matter how appealing the price it, neither will I recommend this store to any of my friends.

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Guitar Center bait-and-switch

Guitar Center of SF practices Bait-and-Switch. I contacted Guitar Center SF on 9-19-10 asking if they had any yamaha 12 string guitars in stock and associate Ben informed me they had 2 of them. I asked if he could hold one and he stated he needed 10% down. I told him I had two amps I wanted to trade in and requested how much they usually pay on trade in's. Ben informed me that they don't like giving trade in prices on the phone but stated they usually pay 80% used market value based on google pricing. The next day I arrived to the store only to find they had no yamaha 12 string guitars in stock however, they tried to sell me 2 different more expensive guitars. Their trade in price changed from 80% used market value based on google down to 50% used market based on e-bay. Guitar center uses bad business tactis which are illegal in order to get customers to come into their store. In my case it required a 110 mile round trip, $6 in bridge fare and $15 in fuel just to get to the store. When I arrived there was no parking and I had to lug two large amps up Van Ness Street only to find out they were lying to me on the phone. Not a good store to shop at. Corporate did nothing to rectify the situation and I had to file a complaint with The Better Business Buerau.

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mlew614
Hamburg, US
Nov 28, 2014 2:13 pm EST

PS: I'm thinking of suing, if anyone feels that they were bait and switched by GC please contact me with your info and proof.

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mlew614
Hamburg, US
Nov 28, 2014 2:08 pm EST

I bought a guitar on line, the ad stated In STORE USED 70's STRAT NAT ASH. When I went to pick it up it wasn't in yet but the order was up on the screen and I noticed it had a serial number listed for the guitar. I brought to the attention of the clerk that that wasn't a 70's strat serial number to which he agreed.

He made calls and eventually I got the General Manager from the Tucson, AZ store #157 Alana. She said the ad was mistyped and apologized. I said all other ads for reissues and anniversary models are clearly marked. I said I wanted what the ad advertised and what I thought I paid for, a 70's fender strat nat ash.
She said she can't fulfill the sale because of the price difference between what I paid and what their price valuation of a 70's strat is. I explained that I wanted the 70's strat because of the construction of the guitar was better than mexican and tonal difference in pick ups and aged wood that I wanted, I was and then offered me a mexican strat which I said was an insult(and what they sent me). She then sent 2 emails. 1 offering an 89 strat the other a Gibson LP studio (unknown year of manufacture) and unknown condition. Neither were acceptable as I had no pictures to go on.

She then sent me another email with a phone number to what I guess is her boss. I called twice and left messages with no response.

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dr-tunes
Deshler, US
Nov 23, 2012 6:38 pm EST

At this time they sent me a g310 in place of a g400, its been a month and several calls finally got a credit and got taken on shipping!
AVOID GUITAR CENTER, BAIT AND SWITCH, NO CUSTOMER SERVICE

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Guitar Center poor service slow shipping damaged merchandise

Item:
Fender standard stratocaster
Left handed
Candy apple red w/ maple neck

A brief outline;
On 7/6/10 I ordered a fender standard stratocaster
Left handed candy apple red with a maple neck from guitar center.com
Due to circumstances beyond my control concerning ups, my street address and security reasons,
I had the guitar shipped to the guitar center store # 825 in cherry hill nj.
A place i've frequented for a few years now and enjoy dealing with.

On 7/12/10 I received tracking information that the guitar was damaged
And was being returned to gc.com
I nor anyone else at gc #825 or ups claims to have seen the
Damaged guitar but it was returned to the main warehouse.

I contacted and spoke, in person, on 7/13/10, with the store # 825 manager eliot
And he assured me gc would handle everything and I had to do nothing
To get this guitar replaced a. S. A. P.
After tracking down what was actually happening I was told differently
That I had to return to the store and re/placed my order.

On 7/20/10 I visited store #825 cherry hill nj
Out of frustration to get this order placed/replaced although
Why it couldn't be done by me and how I wanted it,
I haven't quite figured out
At this point my patience is wearing thin from excuses and finger pointing.

I simply wanted the guitar delivered to the store.
Not delivered to my sun drenched front porch in a record heat wave,
In a not so great neighborhood to be stolen
Or delivered to the wrong address which by the way is a house full of junkies.

Was this asking a little too much on my part?
Did I not have it shipped to the store to begin with?

Upon arrival at store # 825 I was passed off by the manager eliot to an "asst. Manager"
Who's name I quickly forgot (Alex?)
(A young, thin, sallow looking, caucasian fellow with what looked like dreadlocks)
And my order quickly became the nightmare from hell.
This "asst. Manager" done the total opposite of what this customer requested
After repeatedly being told what I did not want to do for approximately 25 minutes.
I left this store more frustrated and now angered at the situation.

It confused me to the point to which I called gc.com afterward to make sure the order was correct.

I'm guessing this so called "new order"
Will get delivered to the correct address undamaged also.

All I know is gc got my money very quickly and the service
I received back from them totally sucked, was slow, and very time consuming.

By the time this guitar is ever delivered to me it will close if not over 4 weeks.
This seems to be the only solution for me to receive this guitar which is already bought and paid for.
Now I await the "we'll over night it to you" story.
No such thing! It will be at least two days providing everything goes according to plan.

Please just send me this guitar so we can get this little matter over and done with?

All this bulls*t over replacing an order either damaged by ups or store #825.
Not good customer service.

And judging from how I saw a marshall amp head dropped
And then replaced back on it's cabinet by a staff member.
I'm not ruling out that this so called "damaged" guitar happened through gc #825.

My plans were to purchase two (2) other guitars from gc,
A telecaster and les paul studio but i'm holding off and
Rethinking exactly where I should purchase these items from.

I've spent a few thousand dollars at gc in the past year or so.
I'm sure a few of the other stores could use a customer
Like myself, my friends and family.
After I receive this order it will be highly likely my last from gc.

I will not forget to tell my friends how well I was handled and
Just how great gc is to deal with.

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Guitar Center rude salesperson

I had to deal with the worst Guitar Center SalesPerson at the Country Club Hills store in Illinois. He is a white male around 45 years old an about 5 foot 6 inches tall with gray hair on the sides of his head. He was very sarcastic and rude with me, even in front of the store manager who ignored it. This rude salesperson is lucky he still has a job and obviously is disgruntled with his job. Well I have one thing to say, be careful what you say to people because you never know if that customer is related to the District Manager or Store Manger of Guitar Center or someone else that can get you fired. If you hate your job so much then get out and leave the customers alone because they didn't put you in that job you hate so much, YOU DID!

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Bassbuzz
, US
Apr 25, 2017 11:11 pm EDT

Guitar center rocks! I been a custom of guitar center for like 3 year and they be allways treaten me with respect. I play bass and love to look at new and vinteage basses grate stuff they has got. If you be dissed by guitar center employ its probly cause your bein a ###! get over it and rock on!

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Guitar Center poor service

This has always been my favorite music shop- not guitar center necessarily, but this particular GC in Kirkland, WA. Since the new year the place has gone downhill, to say the least. The store is always a disarray, the old familiar faces that kept me coming back are disappearing and being replaced by a bunch of ###ic kids (some of whom are teenagers that lack even the most basic knowledge of guitar and audio equipment) who mostly just try to get me to purchase whatever it is I'm standing in front of. I've started shopping at Best Buy's music department because they get me the same prices and they aren't pushy. They know less than the new idiots at Guitar Center Kirkland, but at least they give me what I want, and at a low price, so I can get out of there quickly. What happened to REAL music stores? I don't know if GC's changed management or what, but that place is not the same.

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Common Sense 101
, US
Nov 10, 2012 6:46 pm EST
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This place has become the worst music store in our whole area. Absolutely terrible, lazy, rude customer service. One would do better to shop anywhere but here.

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Guitar Center treated bad by store manager doug

I would like to tell my fellow musicians my esperiance in guitar center.I put a bass in layaway for only 2 days the store manager Doug was very rude and when I asked him to put in back so it didnt get dented he yellad at me and said I told you I would and when I went back to pick up my bass from layaway .The store manager Doug was there and started I asked for someone eles to help me and he blew up so I did call him a ### but he was .And then I tried to say Im sorry he told me to get out of his face and to get out of his store and told me to never come in his store again and he made me leave and would not let me have my bass this store manager should not be manager he dosnt even plat an instument I hope some body from guitar center customer service would check tuis out I am telling all my friends to stay away from GC as long as store manager DOUG is there Thank You Bobobass

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GCSUCKS
, US
Jun 08, 2012 5:31 pm EDT

Guitar Center does defenitely suck alot more these days. Back then, they were under a different management and they had good prices. Now it's just a bunch of rock star wannabies who never made it in a real band and the closest they can get to the "dream of being a rock star" is working for 8 bucks an hour and the little bit they may make off of commissions. That's the problem, when you are dealing with sales people, you are dealing with commissions. Most of the sales people suck, the managers suck, they are rude, and they all think they are God's creation for the music industry. Most of them are just as qualified to flip burgers. They think because they work their, they know it all. The asswhipe repair tech scratched my bass, I filed a complaint and they sent me a brand new chrome plate. I almost kicked his ### in the store but I felt bad for his middle to late aged drunk cracked out looking soul, so I spared his life and face by not kicking his ###. The prices suck, the service sucks, I'm going to craigslist. I only stop by to buy $5.00 dollar picks which is a rip off, and strings, which have to be new. I hope they go out of business forever. Truly they hire the worst, so if you suck, you are hired, LOL..

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Guitar Center NOT ENOUGH PROFIT

I HAVE SPENT A VERY LARGE AMOUNT OF MONEY AT THIS STORE AND WITH THIS COMPANY! could not even begin to tell you how many times I have had a problem in this store but since my options of music stores here are low, well you catch my drift!Bought a new Yamaha drum set(1299.99) witch is already paid for, and was told it was out of stock and not any in their system have to get it from Yamaha . Salesmen said about 5-7 days i said ok well it is what it is! I was really hoping to get it as soon as posible because of plans to record, but im easy to get along with and said o.k . Five days later i called just to check and the salesmen i delt with was of for 4 days so the guy that aswered the phone said he would check on it for me. I was on hold for about 5 mins or so(no big deal i know how it is to be busy) then he told me he didn't see it nor could he see where it had ever been ordered! said i could call and talk to the guy that sold it to me when he came back to work (i about 4 days lol) or i could call him on his cell phone. Haven't heard back still...lol so by this time i am a little well pissed but not rude. Called back and asked for the manager, he told me it LOOKED like it was ordered but he would checl and call me back! that was at 1:30 in the afternoon i didn't hear back from him till the next day around the same time. He told me that Yamaha did not have any to ship and said we shoul cancel the order...WTF are you serious? I said thats crazy i could have got it from another company on the internet( and clearly should have)in 2-3 days. he said he would see what he could do. Then he called me back and said that they had some at their warehouse(that i was told at first was OUT OF STOCK) and could have it in another 5-7 days...I said can you help me out and get it for me any faster, and in a calm voice he told me that there just wasn't enough profit in the sale! I was so shocked i didn't even know what to say! Looked through my reciepts i have spent over 12k at that store... I will never drop another dime at that store again!

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Guitar Center qaulity of guitar/ coverage on service contract

Purchased a Gretsch Guitar along with Service Contract at Guitar Center of Warwick, RI. Guitar began to fall apart at guitar lessons within months. After simple do it yourself repairs my Instructor said " get your money back" because of how quickly the instrument conntiued to fall apart. The Guitar Center said "they don't hanlde service" and "call the service provider." We spoke with "TheServicePort.com" and they wouldn't cover the request as well. They said "they only cover electrical components and not menchanical."

We paid $699.99 to Guitar Center for Guitar and $59.99 to Guitar Center for the Service Coverage which was not disclosed that we would need to go thru sperate coverage center for repairs.

The guitar is 7 months old and like new with the exception of screws falling out of stripped holes, plugs loosing fastening nuts and, string tightening screws non functional. Neither the Guitar Center nor The Service Port would cover the problems.

We will be contacting the Better Business Buereau and NEVER purchase from either provider.

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Guitar Center on line sales

DO NOT purchase anything from Guitar Center via on-line as They appear to have no intention of order fulfillment. Since the beginning of January 2010, I have been awaiting for a pair of Beyerdynamic DT 770 PRO-80 headphones I purchased. After numerous and lengthy conversations with the Guitar Center AND Beyerdynamics the facts are presented as follows: My order was placed on 1/4/2010 via GC on-line. An order confirmation was received and soon after a backorder notification. Following up with GC regarding the B/O status, they stated their shipment was due around 1/15/2010. After a week following this date, I again contacted GC for a status update. They then stated the shipment in question would not be in until 2/1/2010. On 2/5/2010, I again contacted GC for a status update upon which they replied "we are still awaiting shipment". I also obtained the following from GC: 1. Customer orders they receive do not require a minimum order quantity for a purchase order number to be submitted to the manufacturer. Therefore, an order can be placed w/o having to wait for a certain quantity of sales to be generated before an order is submitted to the manufacturer. 2. That the actual PO for MY order was not placed until 1/12/2010, eight days after I received my order confirmation from GC. 3. That the B/O status has been on-going since December 2009 based on the fact that they are also awaiting fulfillment of a prior P/O submitted in December. 4. In contacting the manufacture on 2/5/2010 they stated that they do not have any PO's outstanding for these headsets and that two shipments in January were shipped to GC's distribution center. On 2/10/2010 I again contacted GC for a status update which they now stated my order can not be fulfilled until 4/23/2010. About two weeks ago I received in the mail there recent catalog. in this catalog they are advertising for sale the DT 770 Pro-80 headsets at a reduced price for $169.00. Its seems very interesting that the GC can advertise this item for sale, now at a reduced price knowing that they can not produce this item until at least 4/23/2010 AND with the knowledge that this item has not been available since December 2009. I've been a loyal GC customer for years now and have spent quite a bit money supporting them. However, I'm not so sure that I will be dealing with them in the future especially dealing with ANY ON-LINE purchase or any store item that is not in stock.

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iamjcole
, US
Mar 27, 2012 3:11 pm EDT

We've made some great improvements in our online system. I'd love a chance to show you that we're better than you've experienced. My name is Jeremy Cole and I am responsible for Customer Service in Guitar Center stores. I can be reached at 818.735.8800 ext 2115 or jcole@guitarcenter.com.

Thanks,
Jeremy

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Guitar Center lowered credit without even telling me!

I was given a Guitar Center credit card about two years ago with a $1000 credit limit. I purchased about $300 worth of stuff, made several minimum payments and finally paid off the last $100 in one payment. I put the card away for about 9 months, and then just recently pulled it out to purchase my girlfriend a keyboard for Hanukkah only to find that these a-holes lowered the credit limit to $300 without even telling me! I never missed a payment, never even returned anything I bought and these ### lowered my limit for no reason other than I wasn't using the credit enough for them. ###s! The keyboard I wanted for my girl was well over $300 but well below the $1000 I had and they wouldn’t raise the limit back up to where it was and I have perfect credit.

F U Guitar Center! I will NEVER EVER buy anything from Guitar Center again, I will never even set foot in Guitar Center again, I will not even accompany someone to Guitar Center and wait in the car!

Guitar Center can kiss my ###!

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goody two shue
indy, US
Jan 17, 2011 7:44 am EST

even though this is an old post i have to say the Guitar Center has nothing to do with credit approval . the bank that lowered your card is HSBC and they also do Best Buy

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Guitar Center manager problems

I was treated and talked to like i was an idiot by an condescending manager . I was looking to talk about recording gear and he was more interested in correcting my grammar . i was thinking to my self are you for real. it took place like this .
do you mind if i ask you something about software .
he said yes you can ASK me what ever you like. in a condescending tone . do to the was i said ask.

at least 5 time while we where talking he did this . but i just blew it off . well a few guys came up and where trying to ask something he very rudely told them to wait and they walked into the dj room he then looked at me and said ###ing Mexicans always think they are more important then the person in front of you. the ### probably doesn't speak English. I had my kid with me . and in a tone like he was tring to talk " black " he said you know what i mean.

my last name name is Martinez. i Dominican and Mexican. at this point I started walking off and he said . Well hey my name is Robby I am the sales manager here if you need and thing just ASK for me.

i mean really i felt like he was a racist and if Guitar Center rolls like this i am done with them

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duckyluck
indy, US
Mar 31, 2011 6:29 am EDT

Things happen in this business . but there is a big difference in telling a customer that you don't know and flat out telling a lie to there face . Or just simply being honest and strait. I asked 3 employees at that store the same question about the same mic . I picked the worst one of the bunch . The dual mic pack $100.00 package mic .

First I had some bald guy flat out tell me that he uses a that mic all the time in his studio and its grate ... i just asked him what he thought about it . oh there grate on vocals and drums ... and he just kind of walked off . And left me hanging .

well another sales guy walked up he was a big guy with tats and i asked him the same thing . he immediately said the most honest thing i think i ever heard from anyone in that store, he said honestly I feel like those mics are good for kids just getting started, the mics should be bought to suite the guitar or vocal you are recording . Its never a bad thing to own multiple mics.

And next was the tall guy. With a attitude he said . well what do you expect them to sound like there a 99.99 mic package man . It's going to sound like a 100.00 mic . I am not one to be talked to like a child. As I was going to say something he too walked off .

Well the big guy came to my rescue as I was ready to flip . I told him what happened and he said sorry man I am sure nothing was meant by it and said he would take care of me . Well I have his card and I have to tell you I will be buying for this guy . Maybe if the other sales guys took time to hear what someone has to say there would not be so many pissed off people and to you pissed off people .

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daquiro
Indianapolis, US
Feb 22, 2011 5:34 pm EST

I can assure you it has happened before and I can also assure you it will happen again.I also have experienced some sort of discrimination, sales reps rarely ask if you need help, and when you ask them for help they act like they are too busy. I used to buy all of my gear at guitar center, I mean all of it, but with ignorant and arrogant sales reps I just decided to spend my money somewhere else, at sweetwater they answer all my questions and they keep in touch with me after my purchases to see how am I doing with my gear, they also have online tutorials.Tere are other sites like americanmusicalsupply.com that also have great prices, great customer service and they give you a price match garantee and you can return your purchase before 45 days from purchase, at GC they always give hassle about it and act like they don't want to honor their price match, that's why I don't waste my time going there and that's why I spend my money somewhere else.

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JMetzger
df, US
Jan 14, 2010 9:43 pm EST

TNEZ,
It's very shocking to hear about your experience at our location. As you can assume this is the not the type of vibe we try to promote at our location. Customer service is our up most priority. I can assure you this will not happen again. Please feel free to contact me and I would like to help you personally. Thank you for the heads up and I hope to be able to work with you in the future.

Jeremy Metzger
General Manager
Guitar Center Indianapolis

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Guitar Center stupid sale people

Don't buy at Guitar Center! I bought a DW 5000 series bass drum pedal from the Guitar Center in Ft. Myers Fl. My chain broke on the pedal a few months after buying it. I went back to the store to get a replacement chain. They did not have the part in stock. Instead of ordering the part. The stupid sales guy told me to go to a near by
Harley Davidson Motorcycle Dealer and have them fabricate a chain for me. I thought this was kind of weird but I went to see if what he told me to do would work. When I explained my problem to the motorcycle dealer and told him what the Guitar Center employee had told me to do. I got laughed out of the building. So... I went to another
music store in town called Brent's Music ( which by the way, was my first experience there). The drum dept. sales guy not only knew what the part number was but also had the part in stock. I showed him my DW pedal and he not only sold me the part at a good price but also installed the part on my pedal for me with NO EXTRA CHARGE to do so. He simply called it customer service. How do you like that.

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hereattherock
Youngstown, US
Mar 22, 2010 11:45 am EDT

dude...just get over it...The guy from guitar center thought he was doing you a favor and if he didn't have it in stock..then to bad

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Guitar Center Sucks
North Hollywood, US
Dec 15, 2009 9:35 pm EST

F U Guitar Center! I will NEVER EVER buy anything from Guitar Center again, I will never even set foot in Guitar Center again, I will not even accompany someone to Guitar Center and wait in the car!

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Guitar Center online order — poor/damaged & repaired guitar sold as new

I purchased a new guitar from their online store and when it arrived it was obviously a previously damaged and repaired item. The body of the guitar had been dropped, filled in and then painted over with matching paint. I sent it back promptly using their return process and have yet to receive a replacement. Customer service keeps telling me it is in the system and I will be notified when they ship.

If you shop, I would suggest a visit to their store versus going online. Their online business is not as responsive as the local store and if you deal with them online you can't work with the local store to resolve an issue. That is just dumb as a business practice.

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Update by Wald0
Mar 16, 2010 11:09 pm EDT

If they jack you around, send it back and place a hold on your card. I dealt with the local Atlanta store and figured the online would just be an extension of that service. Not so, they acted like they didn't know me when I told em I bought it online.

I hope your LP works out either way...would like one myself.

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landavis
Tampa, US
Jul 30, 2011 12:31 pm EDT

Just ordered a new amp and recived a used, and I mean used. Have not returned yet, I will let you know how that goes.

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Spock2112
, US
Oct 09, 2009 6:43 am EDT

Jeez now I'm worried about an order online I placed for a new gibson LP. I placed the order on Thursday and asked forovernight shipping and was told "no problem, you will have it next day." Now I am told that there is a 24 hour hold for verification and won't get the guitar until monday yet am still getting dinged for the overnight shipping charge. I just hope I do not get a "used guitar" when I should be getting a new one. I'm not dealing with this company again, I'll go out of my way to shop local mom 'n pop shops instead.

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Guitar Center Total Idiots

I called the East Brunswick NJ Guitar Center Sunday 8/23/2009 in the early afternoon to order a used guitar amplifier from their "USED" website. I spoke to Cameron and purchased the amplifier and related to him that I would like it shipped out on Monday 08/24/2009. Cameron said that it was no problem at all and it would go out Monday 08/24/2009. I called on Tuesday 08/25/2009 to get a tracking number and when I spoke to their operations person he related that the amplifiers had not been shipped yet because "they did not have enough shipping material". I then talked to the manager Mr. TJ Shovlin and told him I was very irate because I was told my purchase would go out on Monday 08/24/2009 and that I had not received any calls telling me about the delay. I said that it was unacceptable not to contact a client about the apparent dilemma. TJ responded by saying that it was too early for him to be "yelled" at and that he would refund my money if I didn't stop "yelling" at him. All the time referring to me as "Dude". When I requested that he not call me "Dude" he stated that he would call me "Sir" but that I was acting like a 5 year old and I didn't deserve to be called "Sir". I was irate but I was not yelling.

TJ's lack of professionalism and inability to turn around a negative situation shows his complete failure to manage successfully a nationally recognized corporation. I apologized to TJ for being upset and I related that it was a common occurrence throughout the Guitar Center Chain where customer service is lacking in quality and expertise in problem solving. He reacted by saying that this had never happened in his store and since I was being unreasonable that he was not going to expedite the shipment (presumably to teach me a lesson not to "yell" at him "this early in the morning"). All the while threatening to give me a refund instead of sending the amplifier.

I can see many things wrong with TJ Shovlin's managing Skills and they are:

Lack of respect for customers. Calling someone "dude" shows total disrespect not to mention immaturity.

Inability to manage negative situations and turn them into positives by threatening to not expedite, threatening to not sell, and basically using cheap tactics to get his point across.

Lack of responsibility by acting as if he is the victim. Apparently one can't complain too hard to Mr. Shovlin or he starts extorting. Not a good quality in a General Manager.

Finally, lack of professionalism. If a client is angry (very angry in my case) due to a company's obvious mistake/bad service, the last thing a Manager should do is to aggravate the situation further by fighting with the client.

As frequent on-line and in person customer of Guitar Center, I have had many issues with the Guitar Center chain of stores in particular:

Lack of professionalism

Lack of product knowledge

Lack of ethics when selling

Lack of communication skills

Lack of common sense overall by their sales personnel

One thing must get into Guitar Center's management heads:

The customer is the one thing that keeps you in business. Treat them with respect and professionalism.

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Guitar Center avoid them

Ok well after deciding to expand my ddrum amx kit by adding a kick drum... I wanted the blue burst 22x20...

I call in they said it was in stock, being A SUNDAY they said it would ship tomorrow (monday)... so I called in monday night to confirm because I recieved no email.. they said what they always say. (yea there was a problem today in the warehouse). any ways they said it will be shipped out tuesday.. LOL nope.. and they used they same thing about warehouse problems.. then wednesday around 3p. m. I get a BACKORDER NOTICE so I call tell them they've been telling me it will ship out the next day so they give me a 20 dollar credit and next day air shipping! great right (wrong) they said thursday it will ship out because of the shipping choice nope they shipping it on friday... the billing info I come to find out was shipped on wednesday... wow I don't know who they have answering there phones and working there warehouse but i'm gonna say there all #ed... not to menchin I got one guy on the phone who told me that there product specialist know nothing about musicial equipment! he told me this and I was blow away so remember that when you order from them and they recommend a certant product lol. haha. anyways... it is monday the 12th my delivery date for this kick drum that will probably show up a zildjian t sirt and a note say gottcha! so I guess we will see but my advice to you is stay away from guitar center... AND MUSICIANS FRIEND ran by the same company and did this same crap to me a week before I ordered to blue toms they sent a red one and orange one so avoid but.

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Guitar Center Bob
Drape, US
Aug 20, 2009 4:08 pm EDT
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Dear WalJ009,

I'm Bob, over at Guitar Center, and first I want to say how disappointed I was to see this complaint and discover how poorly we'd served you on your recent kick-drum order. You have my personal apology and our commitment to straighten it out.

We've been searching through our customer records to locate your order but don't have enough information at the moment. Please contact us at the following email address: blarson@guitarcntr.com. We have one of our top customer service specialists on standby to handle your complaint and turn this transaction around.

Based on your observations concerning the successive shipping delays and the inconsistent information from our customer service staff, we're reviewing the warehouse and call center systems to see where the lack of coordination may have arisen. In recent months we've adopted a "perfect order" expectation for our relatively new, modern warehouse. Your order experience was way imperfect by any standards, so it really has us scrambling to locate the glitch.

As for our product experts, I can only say that we spend huge bucks on product training, much of it conducted by the vendors who actually make the gear you want. Plus, we hire musicians at every opportunity. We obviously failed to route your call to the correct group of representatives. In the future, just ask, and we can connect you to our technical support team for answers to any of your product-related questions.

Again, please contact our customer specialists at blarson@guitarcntr.com, now and in the future. My goal is to have you feel confident in ordering from us again when you see the deal that's just too sweet to pass up. We'll get it right.

Thanks for the feedback.

Again, our sincere apologies,

Bob (at GuitarCenter.com)

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Guitar Center 1st Lied to about a Guitar I purchased

My complaint is, in may I went to guitar center and purchased a Fender Squire Affinity Strat
with 3 sets of strings and picks.Now I called up about a week before, ( after I got on line
and researched evrything I wanted to buy), So then i called them up and talked to a guy
named Shawn, Ole Shawn! said we got everything you asked for here, So me and a buddy went and drove an hr and a 1/2, we get there I asked for shawn and have to go find him so when I did
it was like I was bothering him, So I ask him about about the strat I wanted and he tells me they don't have in stock, all they have is black and a honeyburst in stockand no tabbaco sunburst at all so i sit down and play it for about 2 hrs test everything out clean then dirty back and forth with out a wammy bar then
I asked him about a wammy bar and he's like getting rude and I started getting irrataed with at this point in the deal, so I go back to playing, Now I'm 52yrs and I been playing since I was 12, and I get the bar and play some more finally I'm gonna settleon this guitar, So it comes to the time for the price, he says 195.00,
well I had gone buy musicians friend and they have it for 165.00, see guitar center has to
honar musicians friend price and I just happened to have a copy of a musicians friends catalog
with and I show it to him he starts getting rude again, so I start asking for a few other things
and a pack of picks and 2 recording tapes a sm10 and a sm 30 nothing.So i buy the guitar for
165.00 and leave, bout a week later I e-mailed corperate office a week later the manager calls
and I tell him the story and he's tells me there keeping an eye on ole Shawn, and next time
I'm there I should only deal with this guy.( the manager)...Well if you go there you don't get any kind of service ... this place sucks!...Guitar Kenny.

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Guitar Center offers coupons, raises prices to compensate

I use Guitar Center regularly through thier website, and I'm always e-mailed "limited time" coupons and offers. Today I was sent a coupon for "Dad's and Grads Get 20% Off of Qualifying Merchandise". They give you a list of brand names that qualify when you go to the site. As I browsed, I noticed something wierd. I don't know if this applies to ALL of the couponed merchandise, but everything that I was interesed in possibly purchasing had been marked up in price. I price checked with Musiciansfriend.com and music123.com just to be sure, because thier web sites are almost always identical with prices. Also for example, I wantd to buy this half stack I found a few weeks ago that was $400. During the special coupon sale, it was listed at $500 before the 20% off coupon. That's only $20 off, not the $80 it would have been if they kept the price where it should be. So what's up Guitar Center?

Also, if you cancel an order because after waiting a week you finally get a notice that your item is out of stock, make sure they add the balance back onto your card. Afterwards, make sure they refund the tax! Every time I had to cancel n order, they still charged me tax. I didn't know it either untill I did some digging.

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this_ bass_ player_ loves_ to_ jam
, US
Nov 24, 2009 4:13 pm EST

I keep in mind when I or if I ever am ready to go looking for another bass. I remember when Guitar Center first open up in Chicago, IL I purchased a used Fender bass amp, half tube/transister. It is still working. But now it seems times have changed with the way everyone is doing buisness and I recently was out near by one of their stores in Minnesota but my mind told me to keep on truckin. I fill sadden for all the musicians that are filling like they are getting ripped off from this company. This is a lesson for all of us out here wanting to jam with others on our new equipment without having to go through these tough times and filling the pain of being cheated. Remember before you buy look for the best deal and read the fine print. Thanks for your commits as well, peace out.

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Guitar Center rip off return policy

Nude DJ, dude, what you describe in your response is a "same day return policy." Guitar Center sold a "30 day return policy." In fact, they brag about their 30 day return policy so that customers feel comfortable with making a purchase, even if they have reservations at the time. The trouble is, they failed to say anything about a restocking fee, whether the box was opened or not. That is deceptive and misleading and therefore it is a rip off. Furthermore, if you can't open the box, it's difficult to know whether or not the purchase is satisfactory. Your point of returning the speakers the same day versus after being "used" for a week is weak. My point of making the complaint is simply to warn other potential customers of the deception they practice at Guitar Center with respect to 30 day returns. As for the microphone, I understand now what the law is. My point is that they should have stated the law when I made my purchase, i.e. "It is against the law for us to accept returned microphones once they are purchased, so your purchase is final." To tell me afterward is deceptive and a rip off.

I doubt this will change your opinion since I noticed that you responded in favor of the Guitar Center on another complaint. You must have some sort of interest in supporting them.

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Yntar
, US
Jul 02, 2010 6:33 am EDT

I received this dumb postcard in the mail from Guitar Center advertising some big BLOWOUT SALE on Jan. 17th with phrases to the extent of "81% off! YOU HAVE TO BE THERE TO BELIEVE IT!" and "Be sure to bring this card to get in!" The "sale" was set to start AFTER HOURS from 7-9 p.m. Talk about suspense, right? Gives you the idea that it's going to be some kick-butt sale with rock-bottom prices.

Well, I go there, and first off, no one asks for my "exclusive" postcard-entry ticket. And I get in there, and NOTHING IS ON SALE! NOTHING! Prices are exactly as they are any other day. Some stuff is even higher than what other retailers sell them for. A TOTAL FRAUD! Guitar Center is a JOKE!

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Guitar Center Sucks
North Hollywood, US
Dec 15, 2009 9:35 pm EST

F U Guitar Center! I will NEVER EVER buy anything from Guitar Center again, I will never even set foot in Guitar Center again, I will not even accompany someone to Guitar Center and wait in the car!

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Guitar Center ripoff refund policy

The guitar center is a major ripoff store for refunds! Read the back of the receipt carefully! The problem is, you don't have the receipt until after you have made the purchase and after the salesperson has already lied to you about returns. I purchased a speaker system and was told I could return it within 30 days. I returned it a week later and was told there was a 15% restocking fee. That was never explained by the salesperson! When I returned the item, he turned over the receipt and showed me the miniscule print that explained the actual return policy. Beware! They also said they could not accept a returned wireless microphone, but that was not told to me in advance either. After fighting with the salesperson and then the manager, I got my money back 100%. Don't let them rip you off! Better yet, don't make the mistake of buying there in the first place!

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Nude DJ
El Paso, US
May 14, 2009 6:05 am EDT

First of all, if the speakers didn't meet your needs, you could have returned them immediately that day. If you used them for a week, you deserve to pay a restocking fee, you used them for a while. Speaking of used, you used the wireless microphone, would you buy a microphone you knew had someone else's spit all over it. Let me clarify, it is against federal law for ANY store to accept back merchandise that has human debis on it, like microphones. Guitar Center broke the law to refund you all your cash back, and, it sounds like they even canceled the restocking fee. What's your complaint?!? Sounds instead like the manager did a great job of returning a full refund to an irate customer. Kudos. I'd buy there, sounds like the kind of customer service I'd demand.

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