Complaints

• Initial Complaint

  01/16/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I received order #GCW********21. Unfortunately, the keyboard arrived damaged in several spots due to poor packaging. It is actually very sad, as finding one of these in nice condition isn’t common anymore; this one was practically pristine, if not for the lack of proper protection. Bubble wrap and a flimsy cardboard box do not protect a 70 lb keyboard. As for the damage, one of the plastic end caps is broken, the bottom lip of the metal frame is bent and dented in various areas, and the plastic cover for the pitch and mod wheels is cracked (please see the attached photos). The keyboard was only bubble-wrapped and placed inside a flimsy, used box, which was so tight that I had to cut open the whole box. When I called, I was advised to take it back to a store for return, but the box was cut open, and I am unable to put it back inside, since it basically had to be ripped open to get the keyboard out. As far as repairs, I am willing to purchase the one end cap and the pitch bend cover for replacement, but the dented frame is a whole other issue. I have emailed customer service several times without any response. Would GC be able to provide a partial refund, and I can have it repaired? Any help or advice is appreciated. I also don’t wish to be charged for the shipping, since it was damaged. All the keys work, and it sounds good; it's just the cosmetic issues shown with the attached photos. I would prefer some type of partial refund for the damages, so I can just have it repaired. Can someone from corporate customer service contact me? Or just provide a refund of a fair amount to have the item repaired?

  

  Business response

  01/17/2025

  
  
  Thank you for contacting us. We are sorry to hear about the condition your keyboard arrived in. This is not the customer experience we want anyone to have. We sent your information to the management team over the store of which the keyboard came from, which was our Wichita Kansas location. They will be reaching out to you within 24 to 48 business hours.
  
  Again, we are sorry for the inconvenience. If you need anything else, please do not hesitate to ask.
  
  Thank you.

  Customer response

  01/21/2025

  The Guitar Center store manager contacted me by phone, apologizing for the inconvenience and damage to the device; he went ahead and refunded the original shipping and provided a credit of 200.00 towards the repair. I am happy with the prompt service and resolution to the response in reference to complaint ID 22819406; I find that this resolution is satisfactory to me and I wish to close this matter.
  
  Regards, 
  
  A****** ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  01/13/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of the transaction: December 14, 2024 The amount of money paid for the business: $78.75 What the business committed to provide: Gift card for drum lessons Nature of the dispute: When the gift card recipient went to sign up for lessons they were told that the only way that they could redeem their gift card was to put a credit card on file just in case they wanted to continue lessons after the month that was already paid for them via the gift card. If not, they could not redeem the lessons that were already paid for them in advance. They decided not to leave a credit card number on file and the original purchaser requested a full refund. The original purchaser and the gift card holder were told that they couldn’t get a full refund only store credit. None of this information was given to the purchaser when they bought the gift card. The purchaser would like a full refund and not store credit. A gift recipient should not have to or may not have a credit card to put on file "just in case". The services were already paid for by the purchaser.

  

  Business response

  01/14/2025

  
  
  Thank you for contacting us. We are sorry about the experience when trying to use your gift card. We would gladly like to take a look at what we can do for you. Can you please have the original purchaser send us the information about their order and gift card to us at [email protected]?
  
  We are sorry for any inconvenience. We hope to talk to you soon.
  
  Thank you.

• Initial Complaint

  01/07/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I requested a refund of the shipping because it did not arrive the next day. I did not have it for a shoot I was intending to use it for. I did not receive any information regarding the warranty for used products. I attempted to click on the link included in an email about the warranty, but the link is broken with a message on the website. I emailed customer service but nobody responded. I now have to research and locate a company to provide a warranty for used gear. When the kit arrived, a cord was missing from the order, which were visible in the photo used to advertise the product on the website. I now need to purchase it. I contacted customer service again just today, but did not think someone would respond since nobody did before. If they do in a few days/weeks, I will inform them this matter has escalated. Please review the following breakdown for requested compensation: BBB Complaint Against Guitar Center: Product: Zoom H6 Kit (Used) Issues: Bait-and-Switch Tactics Statutory Penalty: $2,500 Missing Items in Order Missing Cord: $119 (new, unable to find used) Difference in Product Value: $139 (including shipping and tax) False Advertising Civil Penalty: $2,500 Failure to Provide Customer Service Response Inconvenience Compensation: $8,851.01 Failure to Provide Warranty Information Refund for Previous Warranty: $49.99 Cost of New Warranty for Used Gear: $200 Refund for Shipping Shipping Cost: $41 Late Delivery Penalty for Late Delivery: $100 Failure to Update Website with Accurate Information Penalty for Inaccurate Information: $500 Total Estimated Compensation: $15,001 I will accept a cashiers check, not a check card, not store credit and not a gift card. Thank you.

  

  Business response

  01/08/2025

  
  
  Thank you for contacting us. We are sorry to hear about your experience when getting a used item from our website. We sent the to the management team over the Syracuse store that sent the item, and they will be reaching out within 24 to 48 business hours.
  If you need anything else, please do not hesitate to ask.
  
  Thank you.

  Customer response

  01/09/2025

  
  
  Complaint: 22779718
  
  

  Thank you for informing me someone will be in touch. I look forward to receiving their email.

  Best,

  N******

  
  
  Regards,
  
  N****** *********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business response

  01/09/2025

  Hi N******,
  
  Our pleasure to assist you. If you happen to need anything else feel free to reach out to us at [email protected] and we will gladly assist.
  
  Thank you.

  Customer response

  01/14/2025

  
  
  Complaint: 22779718
  
  I am rejecting this response because:

  Hello,

  In your previous message, you mentioned someone would be contacting me. I have yet to either hear from a representative from your company, in regards to my request for compensation, or receive the cashier’s check by mail.
  

  Please indicate when this matter will be resolved to my satisfaction? I await your email response.

  
  
  Regards,
  
  N****** *********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  12/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Went into store bought lessons for my 2 kids at $90 ea with 1 free lesson to try the service. We told staff only wanted one month. Once kids had 2 lessons ea completed we didnt did not like format so we decided not to buy additional lessons once month was complete. We reached out to store when we recieved an auto withdraw of $120 ea for the kids. We called everyday for a week only when an email was sent did we get a call from lesson dept. We told them the situation and that we want a refund on the amount of $240 ($120 for ea kid). We were told no refunds even thow it was billed in advance to lessons. I contacted corporate office and was told thats not true they will refund lessons and that i would receive a call from district manager. I have talked to lessons dept at fresno store the manager at fresno store and noone at the store will help. I was told thats no refunds is in fine print then i was told that the salesman are required to say no refunds. But that did not happen. When we bought the lessons we asked for one month and ONLY one month to try out and was assured by the staff member it was only for one month. I am out $240 and have not been refunded. Its been a month now and still no call from a “regional manager”. They are giving a run around and have cheated me out of money. I am askkng for my $240 back thats it.

  

  Business response

  12/30/2024

  
  
  Thank you for contacting us. We are very sorry to hear about your experience with our lessons department and we appreciate you reaching out to us.
  We sent your feedback to the management team over the store, and they will be reaching out within 24 to 48 business hours.
  We are sorry for the inconvenience, if you need anything else please do not hesitate to ask.
  
  Thank you.

  Customer response

  01/02/2025

  
  
  Complaint: 22738466
  
  I am rejecting this response because:

  The company reached out and said they would immediately refund the money but have yet to do so. I spoke with a regina and she said she would refund money but still not done. 
  
  Regards,
  
  ***** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  
  

  

  Business response

  01/03/2025

  
  
  Thank you for contacting us. Refunds typically take about 5 to 7 business days to reflect, and with the holiday that may be delayed. If you do not see the refund by Tuesday, 01/07 please email us at [email protected] and we will look into it.
  
  Thank you.

  Customer response

  01/06/2025

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22738466, and find that this resolution is satisfactory to me.

  The refund has been issued and i thank you.
  
  Regards,
  
  ***** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  12/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a package of 4 lessons however it was not communicated to me that these lessons were on auto draft and you are to contact the store to cancel. I completed my 4 lessons I purchased and was later charged for an additional 4 weeks of lessons that I did not want to purchase. I called the Johnson City TN store and spoke to J** ********* to ask for a refund and the employee told me they would not complete the refund. The Johnson City TN store never even reached out to me to inquire why I was missing numerous lessons. I contacted corporate to have them refund however I was told that only the store could process this. I would like to have a refund of the $110.00 as it was not communicated to me that these were auto drafted and I did not attend any of the 4 additional lessons that were charged. No where in the receipt I have attached does it note that it is recurring and I need to call to cancel any additional lessons.

  

  Business response

  12/23/2024

  
  
  Thank you for contacting us. We are very sorry to hear about your experience. We sent your feedback to the management team over the Johnson City location, and they will be reaching out to you within 24 to 48 business hours.
  
  Again, we are very sorry for inconvenience. If you need anything else please do not hesitate to ask.
  
  Thank you.

• Initial Complaint

  12/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a guitar for my daughter on Dec 2. 2024 was suppose to be Christmas gift. yesterday Guitar Center tell me they cancel my order and try to sell me same Guitar for $149 instead of the $99 dollars I already had paid on a Black Friday/Cyber Monday sale I took advantage of. They should honor my purchase and deliver the guitar I ordered instead of canceling and jacking up the price on me.. As hard as it is not finding a job I really don't have that extra $50 that if I had I would of paid just to get this present on time for Christmas and now I don't know what to do because they haven't refunded me my money and who knows how long that takes sinc they always take about 2 weeks to credit back ..

  

  Business response

  12/18/2024

  
  
  Thank you for contacting us, we are very sorry to hear about your experience in regards to your order and it being cancelled.
  For the authorization on your card, on our end it looks like the bank is holding the authorization active, so we suggest disputing the charge with your bank to clear that up.
  Second, we are having a Gear Advisor reach out to you to assist in finding the Christmas gift for your daughter and to improve your experience with us.
  
  Again, we are very sorry for the inconvenience. If you need anything else, please do not hesitate to ask.
  
  Thank you.

  Customer response

  12/19/2024

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22704208, and find that this resolution is satisfactory to me. After speaking with my daughter she doesn't mind waiting if I can purchase the same Mitchell acoustic +electrical in any style, color, etc. Or perhaps something similar to the Mitchell at the same price I initially purchased. I appreciate your time and help with this matter, thank you.
  
  Regards,
  
  J***** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  12/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was told via telephone I was being refunded 85 dollars from this location. After one week, the refund still has not shown any evidence of existence.

  

  Business response

  12/17/2024

  
  
  Thank you for contacting us. We are sorry you have not gotten your refund yet. Can you confirm which location you are referring to? And also, please more details about your situation would be much appreciated.

  Please send the information to [email protected] and we will assist further.
  
  We are sorry for the inconvenience, if you need anything else please do not hesitate to ask.
  Thank you.

• Initial Complaint

  12/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a guitar that was said to be new from this guitar center. I was sworn up and down that it just came out of the box and was brand new. After getting home I noticed that the guitar had signs of heavy use such as dead skin between the pickups and extremely dark strings. I was also not given the tremelo bar. I called and was told they can do nothing and I was not even given an apology so I called the next day again. They told me they would mail me my tremelo bar and some new strings which i agreed would make it somewhat ok. I never got these items after a few weeks but i did get a advert for a guitar center sale. I was taken advantage of like many other ive been reading about online from their experiences from guitar center. I called again today and was given the i have no idea from workers and the manager couldnt figure out how to use the phone. Im disabled and unable to get to the guitar center as I had a family member go for me and they are extremely busy so they cant go back unless they take time out of work. I would like a solution to this horrible practice is seems they do selling used items as new.

  

  Business response

  12/12/2024

  Hi A******,
  
  Thank you for contacting us. We are very sorry to hear about your experience with buying a new guitar. We sent your feedback to the management team over your local store and they will be reaching out within 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 response

  12/17/2024

  
  
  Complaint: 22655261
  
  I am rejecting this response because: I really want some sort of compensation for this. Having been a Guitar Center customer for over 10 years having been lied to twice now is unacceptable. After saving up and finally getting to buy a new guitar but then getting lied to is awful. The first lie was swearing the guitar was brand new out of the box and the second lie being they sent me the tremelo bar they never gave me and strings. Those items never made it to me. After calling the store numerous times and having the manager not even seem to care at all that they pretty much scammed a long time customer. Having now read alot of online posts of people getting the same treatment from other GC locations this is just disgusting to see from such a well known company.
  
  Regards,
  
  A****** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business response

  12/18/2024

  Hi A******,
  
  Thank you for contacting us. We are very sorry to hear that your experience at Guitar Center has been less than desirable. We are having the District Manager Cory reach out to you and assist you further.
  
  If you need anything else, or even have any questions, please reach out to us at [email protected] and we will gladly help.
  
  Thank you.

  Customer response

  12/20/2024

  
  
  Complaint: 22655261
  
  I am rejecting this response because: I was sent a package with a tremelo bar with strings picks and a string winder to make things right. I was sent the wrong tremelo bar even after all this time. the tremelo for my guitar is a push in tremelo bar not a screw in one. What can we do now? I may soon be seeking a way to return this guitar to guitar center because im just overall done with this experience ive had..
  
  Regards,
  
  A****** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  12/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Guitar center sold me a defective guitar and refuses to give a refund or a replacment

  

  Business response

  12/09/2024

  
  
  Thank you for contacting us. We are sorry for the condition your guitar came in. We appreciate you bringing this to our attention.
  We sent the feedback to the management team over the store that it came from. Please expect them to reach out to you within 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.

• Initial Complaint

  11/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Today, 11/19/2024, I went to GC in Harahan, LA to sell a used guitar. Before going there, noticed the center was selling the same brand and model guitar used in good condition.for 170.00 dollars. My guitar was in excellent condition but I was offered only 60.00 for even though the store policy is to pay 50 to 605 percnt retail value. When I questione the sales person about this h said the store policy has changed and the price he gave me was generated by AI. My complaint is I was not offered a fair price for my used gear. Even though this was an inexpensive guitar, a fair price should have been ofered.

  

  Business response

  11/21/2024

  
  
  Thank for contacting us. We forwarded your feedback to the management team over the Harahan location. They will be reaching out to you within 24 to 48 business hours.
  If you need anything else, please do not hesitate to ask.
  
  Thank you.

*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. ↩