Guitar Center Customer Service Issues

Hello, last week I made a purchase of a used item [redacted], it was a musical battery. I usually shop online at Guitar Center. On April 27th at 9:15 pm, I made this purchase, but it was not processed on the Guitar Center website. The payment was made with my Visa credit card for approximately $[redacted]. On Saturday, April 28th, in the morning, I entered the Guitar Center live chat to inform them of what happened. They mentioned that if the payment was made, the bank may not have transferred the money to Guitar Center yet, so the funds could be on hold and might be returned to my account. However, this has not happened. I have a copy of the chat with Guitar Center and proof of the payment in my bank statement. My question is when will this money be returned? I hope to receive a response to this message. Thank you.

I have been a loyal customer at Guitar Center Roseville MN and have always been satisfied with the quality of your products. However, recently I purchased a Wolfpak polyfoam guitar case for my telecaster based on the recommendation of one of your cashiers, Nathan. After just one flight (where the case was kept with me on the plane), one of the case's "legs" came off and was lost. I planned to do a quick fix with some rubber, but now another "leg" is starting to come off. I am disappointed that a $[redacted] case is falling apart so quickly. Since I bought it from your store, I hope you can provide a solution. I am currently in Spain, but I would appreciate it if you could send me replacement parts or refund some money to the American card I used for payment. Thank you for your understanding.

Hello, I have been a loyal customer of Guitar Center in Roseville, MN, and have always been satisfied with the quality gear you offer. However, I recently purchased a Wolfpak polyfoam guitar case for my telecaster based on the recommendation of one of your cashiers, Nathan. Unfortunately, after just one flight (where the case was carried by me on the plane), one of the case's "legs" came off and was lost. I initially thought it was bad luck and planned to do a temporary fix, but now another "leg" is starting to detach. I am disappointed that a $[redacted] case is falling apart so easily. Since I purchased it from your store, I hope we can find a solution. I am currently in Spain, so could you please send me replacement parts or provide a partial refund to my American card for repairs? Thank you for your understanding.

To whom it may concern, I have been a loyal customer of GC for over 30 years. I have purchased 50+ guitars and other items from your store. Recently, I bought a G&L ASAT guitar, which arrived damaged. I returned it to store #8 in May's Lansing, NJ, and instead of getting a refund on my gear card, they issued a store credit for the same guitar. The second guitar I received had a neck issue, prompting another return. Wanting to purchase a different model, I encountered difficulties due to the store credit. After nine days of calls and visits, dealing with a frustrating payment on my gear card for an item I didn't own, I finally got assistance from David at extension [redacted] in customer service. As a long-time customer, I expected better service. I believe I should be refunded the gear card payment, as well as compensated for my travel expenses to and from the store. Sincerely, Carl Todaro

I placed an order for an Alvarez Grateful Dead lightning bolt ukulele and a matching gig bag almost a month ago. I received only the gig bag, even though the tracking number showed both items were delivered together. I reached out to customer service 2 weeks ago to track my ukulele, as it did not arrive. However, after being told it would take 7-11 days to track, it has now been over 2 weeks with no updates. I am frustrated and concerned that I have not received the item I paid for. The ukulele was intended as a Christmas gift, and I am worried it will not arrive on time. I urge the company to improve its tracking system by providing separate tracking numbers for multiple items in an order. This experience has been incredibly stressful and disappointing. I hope to receive the ukulele soon and will reconsider ordering from this company in the future.

I would like to share my recent experience when attempting to trade in a Gallon Krugger 700RB Bass Amplifier. On Saturday evening, April 20th, I encountered a discrepancy in the trade-in values offered based on the customer's ethnicity. I, an African American individual, was offered $[redacted].00, while a Caucasian individual was offered $[redacted].00 for the same product. When I inquired about receiving fair treatment, I was informed by a white sales associate that it was not possible for me to receive the same deal. This associate lacked expertise in bass products, further complicating the situation. It seems that African American customers are not given equal treatment compared to white customers at this store. I am hoping to address this issue with someone from the corporate Headquarters for a resolution. My name is Ted Robinson, and you can reach me at [redacted].

To whom it may concern, I have been a long-time customer of Guitar Center, but my loyalty may be waning. On my birthday, on April 23, my son gave me an e-gift card. On May 9, [redacted], I attempted to use the gift card to purchase a book but canceled the order after waiting a month without receiving it. Despite expecting a refund to my gift card, the balance remained at zero. Even after contacting customer service, I have yet to receive a replacement gift card as promised. It is now June 29, [redacted], and the issue remains unresolved. While I appreciate the apologies and explanations from Guitar Center, I am disappointed in the lack of satisfactory service. Sincerely, Bob R. [redacted]

Hello, I am Noam Dayan, and I am reaching out regarding my order GCW[redacted]. On December 10th, I placed an order with delivery to your Natick store for pickup. The website mentioned a delivery time of 3-5 days. However, on tracking, the delivery date went from the 16th to the 18th, which is tomorrow. My brother is currently in Natick and leaves tomorrow; therefore, I am concerned I may miss my order. I believed in the 3-5 day delivery promise on your website for store pickup. I kindly request your assistance as a large store to ensure my order is ready for pickup tomorrow. I hope you can avoid disappointing a customer who trusted your website information. I await your prompt response. Thank you, Noam Dayan

Hello, I received the conga drums today. I was impressed with how fast they arrived. Thank you for being so prompt. When I bought the drums, I knew they were used and might have some scratches, but it was stated that there were no cracks and the heads were in good condition. Unfortunately, the head for the conga drum was split due to not being tuned down for shipping, and I found a crack in the shell after dismantling the conga. I would appreciate it if you could replace the head. Despite these issues, I have already fixed the crack myself and am sanding down to refinish it. I am a little disappointed about the split head, as it was not mentioned in the ad. I hope we can find a resolution. I have tried to complete the survey, but it didn't work. I have had the drums for about a week. Thank you. Your Order: GCW[redacted].

Subject: Discrepancy in Letter Received from Guitar Center/Musicians Friend I recently received a puzzling letter dated June 18, [redacted], regarding an alleged incident involving a Guitar Center employee that resulted in my ban from the "Guitar Center Family Of Brands." The letter, sent via 2nd-day air, fails to explain the supposed event or provide details on its location and timing. I must clarify that I have not visited a Guitar Center in years, conducted any business with them, or had any conflicts with their staff. The accusations in the letter do not align with my actions or history. It seems there may have been a mix-up, with the letter intended for another customer but wrongly attributed to me. As a loyal customer of Musicians Friend, I am concerned that this unsubstantiated claim has led to the disabling of my account with over $[redacted] in rewards points. I urge for a thorough investigation to rectify this misunderstanding, restore my account, and reinstate my loyalty points promptly. Sincerely, J. Shane Address: [redacted] Gish Ave. Tujunga, CA [redacted] Phone: [redacted]

On July 22, [redacted], I made a purchase for a used guitar and some other items from Guitar Center. I opted to have the order sent to a location in a different state where I would be visiting, rather than to my home. Unfortunately, there was a delay in processing my order, causing it to arrive late for my trip. I reached out to Guitar Center's customer service on July 24, 27, 28, and 29, trying to expedite the shipping process. Despite numerous attempts, I was promised callbacks that never materialized. I even asked to speak to a manager but was informed that due to remote work arrangements, it was challenging to connect me with someone promptly. After several frustrating days, the order was finally released on the evening of July 29. This experience has left me dissatisfied with Guitar Center's service, and I am inclined to discourage others from choosing them for their musical instrument purchases.

On September 11, [redacted], an advertisement on Facebook by Guitar Center caught our attention for a Soundcraft Signature 12 mixer priced at $[redacted] and offered for online order or in-store pick-up. After confirming its availability at our local Guitar Center, we made a 50-mile trip to purchase it. Despite our request to hold the item, upon arrival, the mixer was initially not found, causing a delay. To our disappointment, the salesperson tried to charge $[redacted] at checkout, contrary to the advertised price. Even after showing the ad displaying $[redacted], both the salesperson and successive managers denied honoring it, claiming they were not associated with Facebook. This experience has left us feeling misled and resulted in a vow to avoid future purchases from Guitar Center. The refusal to address the discrepancy in pricing added to our frustration, and seeing the same ad the next day for the Soundcraft Signature 12 at $[redacted] only intensified our dissatisfaction. Unless this issue is resolved, we have no intention of returning to Guitar Center. Thank you.

I recently visited Guitar Center in North Olmsted and traded in my Epiphone Pro guitar along with some drum pieces to order a Tony Iommi Epiphone SG. Upon receiving the guitar yesterday, I discovered several defects, including issues with the serial numbers 11, 13, and 14. Guitar Center could not replace the guitar as it was supposedly discontinued. They offered a refund of $[redacted] on a credit card and $5 in cash, which was $90 less due to a discount applied. Feeling disheartened, I am now looking to purchase the guitar elsewhere. Despite having been a customer since the store opened in [redacted] and having a good relationship with Guitar Center, this recent experience has left me disappointed. Regards, Michael W.

I visit Guitar Center twice a week and have recently spent $10,[redacted] there as a collector. During my last visit, I intended to purchase a Les Paul standard for $2,[redacted]. When I asked for assistance due to a bowed neck, the young employee was reluctant and dismissive. This lack of customer service led me to lose my temper for the first time in years. Despite calling for the manager, nothing was resolved. I feel disrespected and disappointed. As a loyal customer, I plan to return all my recent purchases from the Orange CT. and Southington CT. stores. I believe the manager, Chas, needs to take action regarding his newer employee's behavior or risk further damage to the business. I will be sharing my negative experience on social media. I suggest handling this problem promptly to avoid losing more customers like myself. Thank you for your attention to this issue.

I found a listing for a Les Paul [redacted] Studio model, item [redacted]58 at the New London Con store, listed as an HP model for $[redacted].99. I contacted the store manager, Sam Wilson, who informed me it was not an HP model and offered to check if he could provide a better price. I put the item on layaway expecting the listed price but was shocked to find out the new price was $[redacted].99 when I tried to purchase it. I have purchased guitars in the past, including one from your company, but this experience has left me disappointed. I reached out to Sam Wilson and customer service, but the response was unsatisfactory. I am questioning if this is how your company does business and may consider removing the item from layaway. Disappointed, Steve.

I have a guitar at the Knoxville, TN store for a setup that was supposed to take 10 days at most. I have been unable to reach the technician, and no one has been answering the phone during business hours. Most guitar stores in town could have completed this order within 2 days. I have been a loyal customer for 20 years and expect my guitar to be ready for pickup today. I believe a discount is appropriate due to the extended wait. I plan to share this experience on social media platforms. Please contact me today at [redacted]. I expect my guitar to be ready with the requested work done, and if I am unsatisfied, I will require a full refund. I will inform others about the truth behind the company's reputation.