ComplaintsforGuitar Center, Inc.

• Initial Complaint

  08/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I found a guitar (Guild OM240-CE) on GuitarCenter.com which was on sale for $299.99, I had put in my information and card and purchased this on their site for $299.99. As I wait for a few days, Guitar Center never processes my order despite having sent me an email confirmation of purchase with the last 4 digits of my card number shown. Due to them never processing my order, I did not have the money taken out of my bank account. Following this, a Guitar Center rep reached out asking for a picture of my bank statement to see if the money was taken out which it had not been because they did not process my order. After 3 emails, the representative does not respond and Guitar Center takes down the posting for $299.99 and lists the guitar for $529 instead. I waited a week and found the same brand new guitar (Guild OM240-CE) on their parent organization's website, Musiciansfriend.com, for the same on-sale price of $299.99. So, I purchase this and checkout using Klarna which ensures that I pay for this the second I click confirm order. I got an email telling me that my order for a new Guild-OM240CE is being processed for $299.99 and should arrive in 3-5 days with the order # of MFW4913555087. On the same day (August 2nd), Guitar Center told me that they do not have this guitar in new-in-box condition and that they could only send me a used Guild OM240-CE from the Lewisville, TX location that has a significant crack on the top of the guitar. Meanwhile, they once again take down the guitar listed for $299.99 and repost it for $529. On top of this, the same guitar that I ordered on their site for $299.99 is in stock for the price of $529 despite them telling me that they do not have a new-in-box condition guitar to send me. They do not honor the price that I had purchased this guitar for, lie to me that they do not have it in stock despite having it in stock in their $529 listing, and offer me a terrible quality used guitar despite other locations with better quality used.

  

  Business response

  08/07/2024

  
  
  Thank you for contacting us and bringing this to our attention. The item is discontinued by the manufacturer, and we only have store inventory left. We have marked the store inventory as damaged so the product will soon come off the site.
  
  We are sorry for the inconvenience, if you are okay with it, we will send you a $50 gift card for your trouble to use as you wish. If there is anything else we can do to make things right with you, please let us know.
  
  Thank you.

  Customer response

  08/07/2024

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22087265, and find that this resolution is satisfactory to me. I would like to understand that I would be receiving a full refund of the amount paid ($317.99) and would appreciate the offered $50 gift card for the trouble. Thank you.
  
  Regards,
  
  A******** ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To whom it may concern, The Guitar center location at Pasadena California has not provided me with my most recent piano classes even though I paid for it. I paid $260 on 06/15/2024 for 4 classes and I’ve been trying to get in contact with them to schedule these classes however no one is responding. I also paid $260 on 5/13/24 and one of my classes was abruptly cancelled and I have not been able to reschedule that class.

  

  Business response

  07/30/2024

  
  
  Thank you for contacting us, we are very sorry to hear about your experience at our Pasadena location. We sent your feedback to the store manager and district manager and they will be reaching out to you within 24 to 48 business hours.
  
  Again, we are sorry for any inconvenience. If you need anything else, please do not hesitate to ask.
  
  Thank you.

  Customer response

  08/01/2024

  
  
  Complaint: 22055879
  
  I am rejecting this response because: guitar center at Pasadena still has not  scheduled the classes I paid for. I am still waiting to take my classes.

  I received an email from Cheyenne Powers, the customer service manager suggesting I start a new account with them which if I’m not mistaken requires that I pay for another class pack! I don’t want to pay for more class packs. I paid $260 for a class pack on June 15 for weekly 1 hour lessons and I have not received any of my lessons yet. There was also a 1 hour class from my May class pack that was cancelled that needs to be made up. Therefore I need to schedule 5 classes in total. I don’t want new accounts, I want to schedule the classes I paid for.

  
  Regards,
  
  E*** ****** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business response

  08/09/2024

  
  
  Thanks for contacting us. We forwarded your response to the store manager, Matt and he will be reaching out to you. Or, feel free to call the store at (626) 535-0108 and ask to speak to the store manager, Matt and he can assist you further.
  
  Again, we are sorry for the inconvenience. If you need anything else feel free to email us at [email protected].
  Thank you.

  Customer response

  08/12/2024

  
  
  Complaint: 22055879
  
  I am rejecting this response because: I haven’t received a refund yet unfortunately 
  
  Regards,
  
  E*** ****** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I requested Keyboarding lessons in November 2023 at Guitar Center in Pasadena, CA. When speaking to the associates by phone, they set an appointment time for me to start my lesson. I was told to not bring in my instrument, one would be provided by the store for the lesson. Upon arrival to the store, I was told by associates that the instructors on site were not qualified to provide keyboarding lessons to me, I'd have to reschedule. I came back to the store a 2nd time to be told the same thing, instructors in the store were unable to provide me the keyboarding lesson I signed up for and they did not even have the type of keyboard I needed to take my lesson in their store. I was told someone would contact me to reschedule my lessons once the instrument and an instructor was available. I was charged for 3 months of lessons from Guitar center when I did not receive any lessons at all due to their inability. I called the store, spoke to the manager M****** *** who falsely said I received a lesson already. I explained to him there were no instructors in his store who had the knowledge or capability to teach me my lesson nor the instrument in store for the lesson. I asked for a refund for lessons I did not receive, he declined said I would not be given a refund even though their store was unable to provide the lessons I signed up for. 

  

  Business response

  07/23/2024

  
  
  Thank you for contacting us. We are very sorry to hear about your experiences with lessons at the Pasadena CA location.
  We sent your feedback to the management team over the store, they will be reaching out to you in 24 to 48 business hours.
  
  Again, we are very sorry for the inconvenience. If you need anything else, please do not hesitate to ask.
  
  Thank you.

  Customer response

  08/02/2024

  
  
  Complaint: 22026137
  
  I am rejecting this response because:

  The last message the company sent on 7/24 states they would reach out to me in 24-48 hours, they have not done so. 
  
  Regards,
  
  B**** ***
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business response

  08/05/2024

  
  
  We’re sorry for the inconvenience. We reached out to the store and they should be trying to contact you, if you have not heard from them please call the store at ###-###-#### and ask to speak to Cheyenne, the Customer Service Manager and she will assist you further.
  If you need anything else, feel free to reach out to us at [email protected] and we will assist you.
  
  Thank you.

  Customer response

  08/13/2024

  
  
  Complaint: 22026137
  
  I am rejecting this response because:
  
  Regards,
  
  B**** ***
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  06/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Purchased a guitar on back order for a sale price and was told I will be charged when it ships. Was charged 6/19, a couple months after purchase. Never receive and email or tracking, the order number brings up nothing on their website so I call. They find nothing and dismiss me until I email THEM a screenshot of my bank statement. THEN they all of a sudden "find" it and tell me it was damaged so they didn't want to ship it, and will ship me a guitar in four more months. Then they told me it was a CC auth charge- for the full amount, but couldn't find the payment. They escalate me to a manager and she says they NEVER take the full amount to authorize and it should be credited back. I cancel order. Still on 6/23 no refund. I call AGAIN and they tell me they couldn't send the money back because they had an old phone number on file. So they made me remember and recite my old phone numbers before telling me they can refund me. Still on Monday, no money returned. But the main thing is, they just made stuff up to get me off the phone and would never have done a thing unless I called repeated times. Which isn't true since you DONT NEED OLD PHONE NUMBERS TO REFUND ME nor should be taking a CC auth charge of the full amount, three months after purchase and four more until it "ships", even though they already tried shipping me a damaged guitar- per their story.

  

  Business response

  06/26/2024

  
  
  Thank you for contacting us. We looked into your order, and since we didn’t charge you, the authorization is up to your bank. Please contact your bank or card services to expedite this process.
  
  If you need anything else, please do not hesitate to ask.
  
  Thank you.

• Initial Complaint

  06/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On May 29, 2024, I ordered guitar lessons from guitar Center. The total was $140, I later had to cancel two days later due to no transportation and homelessness. I spoke with the manager about a refund and I canceled services, but got no information back and was told that someone was going to reach out to me so I waited for that call for about a week. Although I canceled my lessons and received a cancellation email, I was charged another $110 from that company and when I spoke to the manager, the manager sent me to corporate and told me that there was nothing he could do. I contacted corporate and corporate says that it is an in-house situation that they have to handle so I went back to the manager and also asked for their District managers, phone number, but was told that I was not able to reach out to the district manager, contacted corporate back and corporate, says that they are obligated to give the district managers information. I still have yet to receive the district managers information and I was hoping you guys could help. Investigate the situation and come to some sort of resolution. Look forward to hearing back.

  

  Business response

  06/20/2024

  
  
  Thank you for contacting us, we are sorry to hear about your experience. We sent your feedback to the district manager over the store, you should be hearing from management within 24-48 business hours.
  
  Again, we are very sorry for the experience, if you need anything else please do not hesitate to ask.
  
  Thank you.

• Initial Complaint

  06/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Formal Complaint Against Guitar Center for Wrongful Delivery and Lack of Resolution Transaction/Order Number GCSF*********5 Sale Price $5,971.91 I am writing to formally lodge a complaint against Guitar Center regarding an unsatisfactory transaction that occurred on June 12, 2024. On that date, I purchased a very rare and one-of-a-kind limited production collector edition guitar from Guitar Center through a phone transaction. The sales associate emailed me photographs of the exact guitar I wanted, and I confirmed that I desired that specific instrument. This particular guitar was unique and embodied everything I was looking for in that model. The transaction was finalized, and I was assured that the item would be delivered to my home via FedEx the following day. On June 13, 2024, the package arrived, and I signed for it. However, upon opening the package, I discovered that the guitar inside was not the one I had ordered. It was a different instrument, not the one I had specified with the sales representative via email. I contacted Guitar Center the following day to report the issue. I was informed that their warehouse had made a mistake and shipped me the wrong guitar. I requested that the correct item be sent to me as per my original purchase. It was then that I was told that my guitar had been sold to another person, and Guitar Center refused to rectify their error by sending me the item I purchased. As it stands, I have paid for a specific guitar that I did not receive, and Guitar Center has shipped my guitar to someone else. Despite acknowledging the mistake, Guitar Center is refusing to correct this error and provide me with the item I purchased. I am seeking your assistance in resolving this matter promptly. I request that Guitar Center be held accountable for their mistake and rectify the problem by sending me the guitar I originally purchased. Thank you for your attention to this matter. I look forward to your prompt response.

  

  Business response

  06/19/2024

  
  We are very sorry for the inconvenience, and we understand your frustration.
  We see a return was created for a full refund also, please feel free to reach out to R*** ***** if you would like to discuss how we can win back your trust.
  And as a further sorry, we are sending you a $100 gift card for the inconvenience.
  
  Again, we are very sorry for the experience. If you need anything else, please do not hesitate to ask.
  
  Thank you.

  Customer response

  06/20/2024

  
  
  Complaint: 21854296
  
  I am rejecting this response because:

  Your company has the audacity to claim you understand my frustration. By acknowledging it, you admit you resold the guitar I purchased, sending it to someone else. I demand the property I rightfully bought.

  You claim a return was created for a full refund. I never asked for a refund. I want the guitar I purchased, not your pitiful excuses.

  You suggest I reach out to R*** ***** to discuss how to regain my trust. R*** ***** is utterly useless, only capable of making excuses for Guitar Center's gross incompetence. I've spoken with him, and his solution is as pathetic as yours—throwing money at me as if that's the issue. I want the guitar I purchased.

  Offering me a $100 gift card is a slap in the face. You sold my property to another customer, and your sole response is to try to buy me off? Now I understand why R*** ***** is so inept.

  You express regret for my experience. If you were genuinely sorry, you would contact the person who wrongly received my guitar, apologize for this colossal blunder, and retrieve the property I purchased.

  You patronizingly offer further assistance. The only thing I need is the guitar I purchased.

  Do not insult me further by offering more money. I am giving you a chance to rectify this by returning my property. Failure to do so will force me to escalate this matter.

  Regards,
  
  J**** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  05/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date of Online order: 04/22/24 Order number: GCW6*******50 Date of Return First Item To Store: 04/29/24 - Amount: $74.99 Date of Return Second Item To Store: 05/06/24 - Amount: $389 Total refund amount: $463.99 The business has not tried to resolve the problem The store confirmed that the refund will be issued to my original payment method PAYPAL. I called the store and advised to contact the customer support. I called the customer support and they said the refund may take several days as it was rejected. I asked to contact PayPal to follow up or send a check for the refund. I do not want store credit.

  

  Business response

  05/17/2024

  Thanks for bringing this to our attention and we apologize for the inconvenience this has been. 

  Checking with PayPal, we are now showing that your refund has been processed with them. 

  If you are not seeing your refund, please let us know and we can look into this further with you. 

  Thank you

  Customer response

  05/21/2024

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21713331, and find that this resolution is satisfactory to me.
  
  Regards,
  
  H**** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  04/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Purchased a Guitar from the North Attleboro location on 4/8 for 899. I received 10% off the guitar for buying online and then another 10% off in store as the guitar was a used floor model. The guitar just went on sale for 699 online. I contacted them and they stated they will match the 699 however will not give me the discount for it being the floor model. This guitar had minor issues from being used such as the treble bleed know being loose in which I had to remove and tighten it. I want the 10% off also for the guitar being the floor model as you can now get a brand new one for 699. I need the bill adjusted to $629.

  

  Business response

  04/24/2024

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

  Customer response

  04/24/2024

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21619337, and find that this resolution is satisfactory to me. Guitar Center North Attleboro has agreed to the discount for it being a floor model.
  
  Regards,
  
  K*** ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  04/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Just finished the worst consumer experience I have ever had in my life. I bought a Yamaha CSP-170 piano from this company on 2/5/24 totaling over $3,000, after I received it I set it up and already you could tell something was off as it should not be turning itself on when you plug it into the wall, I thought that was odd but I brushed it off for the moment, I played the keys to test it and it seemed to work fine so I turned it off. However, when I tried to turn it back on with the power button it would not work and the only way to get it back on was to unplug it from the wall and plug it back in. Shortly after this, and I mean very shortly, the piano gave up playing any piano sounds and sounded like distorted electricity. I went to Guitar Centers support page and reached out on February 15th and explained what was going on, in the meantime I contacted Guitar Centers around my area and no one ever got back to me for help. Guitar centers support page says it will get back to you usually within 24 hours, it was 5 days later that I got an email asking if I still needed support. I had given up entirely on them at this point and contacted the only certified repair shop in the entire Sacramento area that can work on these, this piano is extremely complex. It was a 4--6 week lead time and cost $220 just for the diagnosis and it took about 2 extra weeks for the repairs and I have just gotten it back yesterday in working order 4/19/24. It cost me a total of $752 to be repaired, the entire sound board was bad ($400 part) and there was a short in a USB wire which was why it did not power on correctly, how does this pass their QC? it's absurd. My wife and I had to disassemble the piano and bring the heavy top portion IN A CAR to the repair shop which was almost impossible and a nightmare. I am seeking compensation of $752 from Guitar Center for the repairs and have attached repair receipts. Order # GCW6*******53

  

  Business response

  04/22/2024

  
  
  Firstly, we are very sorry for the inconvenience this has caused you. We completely understand where you are coming from.
  We investigated your order, and we refunded you $752 as requested. Please allow up to 7 business days for it to show in your account.
  
  Again, we are very sorry for the inconvenience and the experience. If you need anything else, please do not hesitate to ask.
  Thank you.

  Customer response

  04/22/2024

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21603142, and find that this resolution is satisfactory to me.
  
  Regards,
  
  J***** ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  04/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a product from Guitar Center on 12/28/23 and I still haven’t received my item

  

  Business response

  04/18/2024

  
  
  Thank you for contacting us. We looked into your order and we see that it is currently backordered and not coming in until 4/29/24.
  
  Once it is in stock, it will get shipped to you.
  
  We are sorry for the inconvenience. 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. ↩