Complaints

This profile includes complaints for Guitar Center, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Guitar Center, Inc.

  PO Box 7470 Westlake Vlg, CA 91359

  
• 

  Guitar Center

  2662 E Colorado Blvd Pasadena, CA 91107

• 

  Guitar Center Tallahassee

  2415 North Monroe St. #600 Tallahassee, FL 32303

• 

  Guitar Center Stores, Inc.

  17135 W. Bluemound Road Brookfield, WI 53005

• 

  Guitar Center

  24370 Village Walk Pl Murrieta, CA 92562-5235

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/17/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took a month of lessons here, using a gift card. Once they were completed I notified my instructor (D**), and the lesson coordinator, I would not be resuming lessons. They charged my credit card $110 (on 2/9/2025) for another month of lessons anyways. I STILL haven't been refunded. I've called several times and physically gone in twice and have been given the run around. The coordinator (Farrah) says, "I need to speak to my manager," then the manager (Jeremiah) says, "Oh, I can't do that without speaking to the coordinator." I called the company customer service number and they said, “that’s an in-store issue.” On top of charging my CC without my permission, they've wasted my time and gas money trying to recoup this charge. I don’t assume I’ll be compensated for that, but I at least want my $110 back. To be fair, nobody has been outright rude to me, but I’m done wasting time waiting for them to do the right thing. That’s why I’m escalating this here.

  

  Business Response

  Date: 03/17/2025

  
  
  Thank you for contacting us. We are sorry to hear about the issues with lessons, we appreciate your feedback. We sent the information over the store and you can expect to hear from us 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

• Initial Complaint

  Date:03/11/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started guitar lessons in December for 130.00 per month. Was told that you must set up direct withdraw- so I did. After several lessons I had to stop . I called the Glen Burnie store and told them I need to end my lessons in February. That same day I noticed they withdrew another 130.00 for the next month even though I had not finished all of the classes for the month before. I called the office and asked for a refund. They said they would put it through. After over 3 weeks I called again to check on the status of the refund and was told that the corporate office denied my refund. When I asked why I could not get a direct answer. This is not fair- It is stealing. WIthdrawing money and not providing the service knowing I terminating the lessons is stealing- Plain and simple.

  

  Business Response

  Date: 03/14/2025

  
  
  Thank you for contacting us. We are sorry to hear about the difficulties getting your lessons refunded. We sent your feedback to the management team over the Glen Burnie location, they will contact you within 24 to 48 business hours.
  
  We are sorry for any inconvenience. If you need anything else, do not hesitate to ask.
  
  Thank you.

• Initial Complaint

  Date:02/27/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been paying for Piano lessons at the Guitar Center in Monterey Park CA since June 2024. My expectation is for my child to learn to play within a couple of months, at minimum a simple children's song. After 8 months of lessons Guitar Center held a recital. I was looking forward to my kid being a part of it. The recital was to take place in December 2024, but it was rescheduled to February 2025 due to booking issues w venue on Guitar Centers side. This gave my son and his instructor additionally time to prepare. Moving forward, the time came for the recital and the instructor informed me my son was not yet ready. I decided to stop lessons but before the lessons could be canceled, Guitar Center autocharge me the next month. They do not want to issue a refund based on their terms and conditions of No refund policies. I do not want to continue to take my child to lessons if he is not learning from this instructor. I want a refund and they will not issue. They gave me a deadline to continue the lessons or I lose out of my payment.

  

  Business Response

  Date: 02/28/2025

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

  Customer Answer

  Date: 02/28/2025

  
  
  Complaint: 22999619
  
  I am rejecting this response because:

   

  I have already made several attempts to resolve this with the lessons manager as well as the store manager. They have rejected my request for a refund of the paid unused lessons.  I have tried to reach corporate team through the phone number on the Guitar Center website. They directed me back to the store manager which has not been very helpful. This is why I am escalating through BBB. 
  
  Regards,
  
  A***** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 03/04/2025

  
  
  Thank you for contacting us. We spoke to the store and they informed us that they spoke to you in the afternoon on Saturday. 3/1 and were setting up your refund for when you arrive today. If you have further questions about it, feel free to contact Mario at (323) 278-2052 and they will gladly assist further.
  
  Thank you.

  Customer Answer

  Date: 03/04/2025

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22999619, and find that this resolution is satisfactory to me.
  
  Regards,
  
  A***** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:02/24/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 02/21 I attempted to place an order for an instore pickup the same day. I opened a chat given the nature of this complaint and I request all information & correspndence be kept in writing, I tink a big misuderstanding happened during my email exchanges with Mr. S**** when I mentioned I would not be able to provide much more direction to UPS who claimed to be unable to find my condo despite daily deliveries from Amazon, pharmacies, and grocery stores. My attorney I referenced is doing nothing but helping try to access some old royalties I have attached a copy of Mr. S****'s claim that a refund was issued on , a copy of the early morning chat with with their online center, and a copy of the chat(s) a nearly 45 min with chat with D*** who informed me later I have also attached a copy of my much shorter chat with "h*****" who said they never got the package (not true - see attached) I placed on my porch very late on 02/05 after being told UPS would be picking up the following day and since I do not sleep well and my neighborhood is very safe, so I had no reason to suspect it was in any danger. I also have an email from Mr S**** for providing the UPS tracking number I had forgiven and forgotten the defective bracket (order #GC22689652) sent to me that damaged my guitar to a degree described by a store mgr said "repair would be more than replacing" on 02/20. Given I am living on my savings, I now only ask for the $135.50, promised by Mr. S****, I used an Amazon gift card to replace the damaged guitar and I will eat the $25 I spent on a Tascam manual & DVD. I guess given I used PayPal & Chime, an online credit to my account is the safest, quickest way to recover my limited funds. Since Guitar Center has no intention of repairing or replacing my guitar. Saddest of all, I REALLY wanted the Tascam unit, asking many times for GC help since it is no longer supported

  

  Business Response

  Date: 02/24/2025

  
  
  Thank you for contacting us. We are sorry to hear about the issues with your new order, we sent your feedback to **** S**** at the store and he will be reaching out to you within 24 to 48 business hours. Feel free to also call the store at (248) 354-8075 for a more immediate response.
  
  We are sorry for any inconvenience, if you need anything else please do not hesitate to ask.
  
  Thank you.

  Customer Answer

  Date: 02/24/2025

  
  
  Complaint: 22975992
  
  I am rejecting this response because: Mr S**** claims to have processed the refund almost 3 weeks ago

  on 2/21 after  failed attempt to get the "refund" used to clear it up I was told they had not received the pkg despite UPS delivering it on 2/17

  There is no reason why I had to be humilated by my nephew who sacrficies his life as a federal fire fighter who jet from Maui to California all week. He used his birthday timeoff to see how I was recovering and I had a $6 starp for him.

  I just do not tolerate businessses acting like theyre doing us a favor by selling and profitting
  
  Regards,
  
  K**** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 02/26/2025

  
  
  Thank you for contacting us. We saw on our end that the refund has gone through. If you are not seeing it, please continue to work with the manager and inform your bank to get it taken care of.
  
  As always, we appreciate the feedback.
  
  Thank you.

  Customer Answer

  Date: 02/26/2025

  
  
  I am rejecting this response because:

  1.As i warned them, the Chime debt card is a scam and they are holding the funds for 5 business days from 02/25, 8 days after they got the pkg 13 days from ehen Mr S**** claimed he issued the refund. So honesty is still the best olicy

  2. My damaged guitar according to Jesus the plano store mgr. who noticed in addition to the electronics being lmocked inside the body, the bridge is delaminatuig est cost torepair. Also, worth noting, he did not even apologize for the humiliation by his employee. And lets give a shout out to Emily Kirk who promised a courtesy credit that I never got (Based on her promise, I took a few minutes to email her boss saying she was a rare gem, turns out not so much

  3. If D*** had followed thru instead of hitting the door at 4:30 on 2/21, I would have had a nice gift for my Firefighting nephew. And H***** who claimed the package had not been received. - I was fully ready to "Let it Be" for a headphoe amp almost exactly the amout of the reund.

  4. Too many lies, greed, laziness & the humiliation in PlanoThis is the second time I have had to reject and it grows like mold - will be happy to provide a screenshot showing the money earning interest for Paypal, but I do not know of an option for that. I will let someone know when I have the money available. I cannot afford my heart medication due to this ness
  
  Disgusted!
  
  K**** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:02/18/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a used Charvel Wild Card San Dimas Guitar Order #GCW*******808. After placing my order online, I called the store to make sure guitar was still in stock. The associate on the phone looked up the guitar and told me "Yes, guitar is still in stock" Later that night I get an email regarding my order as "Canaled" with no explanation as to why? I am very disappointed. I guess this business does not care about the Customer anymore.

  

  Business Response

  Date: 02/18/2025

  
  
  Thank you for contacting us. We are sorry to hear that the used guitar you were buying sold out. We appreciate your feedback. We sent your information to the management team over the Tampa location, and 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 don't hesitate to ask.
  
  Thank you.

  Customer Answer

  Date: 02/19/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22947446, and find that this resolution is satisfactory to me.
  
  Regards,
  
  B**** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:02/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a self recording artist/ mixing engineer, that also produces my own beats, I purchased a perpetual license for Avid Pro Tools software from Guitar Center, sadly it did not work, I reached out to them, I was told to contact Avid since "there was nothing they could do" being that they got the license through them, so I contacted Avid, they looked into it, i was told it was the wrong license and to contact Guitar Center for a refund, so I did, they told me they can't do refunds and to contact Avid, I told them I did, and I have the emails, Guitar Centers said their Manager will contact me by phone call and never called me, so I reached back out to Avid, they said they will look into it and get back with me Time passed and I did not hear back so I reached back out to them and Avid told me Guitar Center has to give me a refund, and Avid just told me this today on 2/13/25 BOTH COMPANIES keep telling me to contact the other company for a refund I honestly want a working Perpetual License like I paid for and a refund of the 69.00 that was spent for it, due to such poor treatment from BOTH COMPANIES

  

  Business Response

  Date: 02/18/2025

  
  
  Thank you for contacting us. We are sorry to hear that the software didn’t work on your computer. We went ahead and refunded you what we saw was paid which was $20.
  We are sorry for the experience, if you need anything else, please do not hesitate to ask.
  
  Thank you.

• Initial Complaint

  Date:02/12/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a Harbinger VARI V3412 Powered 12" 2-Way Loudspeaker from Guitar Center in November 2024. It has been well taken care of and never left my home. I started having interference and bass loss issues with the speaker a week ago, and called Guitar Center about it. Guitar Center told me to contact Harbinger Pro Audio and request a factory warranty replacement speaker. So I did. I have called Harbingers number but they never answer. So I emailed them and they told me to send them the details. So I do. Another week goes by and no response. So I email them for a follow up, and they just send out the same email asking for the details again, almost like it's an automatic bot response email. Very frustrating! I have screenshots of the order from Guitar center as well as the speakers serial number, and email communications between me and Harbinger attached.

  

  Business Response

  Date: 02/13/2025

  
  
  Thank you for contacting us. We are sorry to hear about the issues with your Harbinger speaker. We sent your feedback to the warranty team for Harbinger and hope to get you a response within 24 to 48 business hours.
  
  Again, sorry for the inconvenience. If you need anything else, please do not hesitate to ask.
  
  Thank you.

  Customer Answer

  Date: 02/17/2025

  
  Complaint: 22934903
  
  I am rejecting this response because: Harbinger sent me an email saying they are setting up a replacement, but didn't give me any information on how long that will take or any updates. Very unprofessional considering it's been 6 days since I last replied to them.
  
  Regards,
  
  C**** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 02/21/2025

  
  
  Thank you for contacting us. We spoke with Harbinger, and they said it would be to you around Tuesday. Here is the UPS tracking number 1ZA2552X0357742809.
  
  If you were to need anything else, feel free to email us at [email protected] and we will gladly assist.
  
  Thank you.

  Customer Answer

  Date: 02/24/2025

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22934903, and find that this resolution is satisfactory to me.
  
  Regards,
  
  C**** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:02/12/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In April 2024 I bought a guitar from Guitar Center. A Traveler Speedster. I paid $69.99 for 24 months of pro-coverage. On 1/12/2024 the guitar's output jack started cutting out. That the jack was the issue was obvious because it worked fine with light pressure in one direction on the output cable. Initially, I went to Guitar center asking about buying a replacement jack to repair it myself. The repair tech said the jack couldn't have 3 wires soldered unless it has a stereo output. He was wrong. It has 3 wires and is not stereo. They didn't have the part. I then remembered about the pro-coverage and filed a claim to have it repaired. On 1/15/24 I brought the guitar to the store for repair. The tech said the company that handles their coverage had been taking weeks to respond and the repair might take weeks so I should get the refund. I said no. I didn't want to lose the remaining 16 months of coverage. About a week after I filed I called the store and the manager said to call the next day. I did and the manager said the tech was currently working on it and would call when it was done. The tech called and said the volume and tone knobs and the pickup(basically guitar microphone) and all the wiring plus the jack were all bad. He said he would let Asurion know and tell me how Asurion decided to handle it, within 2 days. Asurion called me 2 days later and said they would do a refund. Afterwards the tech called and said the cost of repair exceeded the guitar's value and he had already totaled it. It is not possible for all the problems he said were wrong to go away if you push the cable to one side, which was the case. I then ordered another Model Traveler guitars which had a loose volume knob. The tech said that was proof of Traveler's inferior electronics and the manager said the only thing they could do was a cash refund. The tech lied about Asurion's response time and what he said was broken. I would have kept my guitar but was not asked before he filed.

  

  Business Response

  Date: 02/12/2025

  
  
  Thank you for contacting us, we are sorry to hear about the issues you had with the input jack. For us to help you further, can you please provide the location of which you visited so we can address this properly. Please email it to us at [email protected] and we will assist you further.
  
  Sorry for any inconvenience. If you need anything else, please do not hesitate to ask.
  
  Thank you.

• Initial Complaint

  Date:02/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made the mistake of purchasing a used Sire bass guitar from this retailer, but then returned it under their “45 day money back guarantee” (#GC*******3). Their policy clearly states that “we’re not happy unless your’e happy). The bass was successfully returned, but not fully refunded. Unfortunately they decided to recently update this policy to include “minus shipping and handling”. I’ve purchased thousands of dollars of equipment from them before and have occasionally returned things and never had to pay for return shipping previously. Now that the full amount wasnt refunded- the credit card company is charging me interest on the left over amount. The shipping charged was $26.16 (which info was never made aware to me), thus the credit company continued to charge interest of $30.14. So now I owe $56.30 because I was a loyal customer to this company. In another order (GCW7********2) I purchased an item for $159, then they put it on sale for $149 a couple days later, but never responded to chats or emails about that either. Thus I’d like a refund for both errors. $56.30 for the first order GC*******3 $10.00 for the second order GCW*********2

  

  Business Response

  Date: 02/10/2025

  
  
  Thank you for contacting us. We are sorry to hear about your experience with your used bass. We appreciate the feedback greatly to help improve our service.
  We sent your feedback to the management team over our Seven Corners location which is where your bass came from. 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 Answer

  Date: 02/17/2025

  This has not been resolved. The business replied stating that they were forwarding the complaint to the original seller or corp headquarters. 

• Initial Complaint

  Date:02/06/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Against: Guitar Center – Tallahassee, FL **** * ****** St Suite #600, Tallahassee, FL 32303 Complaint Summary: I received a gift of four guitar lessons from Guitar Center. When I went to the Tallahassee, FL location to redeem them, I was asked to provide my credit card information. I was told this was only in case I wanted to purchase additional lessons after the four sessions. Despite never authorizing or agreeing to additional lessons, I was charged $110 on 01/19/2025. When I called the store to dispute the charge, the Lessons Manager told me she would contact billing to process a refund. However, two weeks passed with no response. I then contacted Guitar Center corporate, and they said they would reach out to the store, but I never received a response or a refund. Desired Resolution: I am requesting a full refund of the unauthorized $110 charge. I also ask that Guitar Center review its billing policies to ensure that customers are not charged without consent. Supporting Evidence: I can provide a bank statement showing the charge on 01/19/2025. I have records of my attempts to contact the store and corporate office. Despite multiple follow-ups, Guitar Center has ignored my refund request. I would appreciate BBB’s help in getting this resolved.

  

  Business Response

  Date: 02/06/2025

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

  Customer Answer

  Date: 02/07/2025

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22905452, and find that this resolution is satisfactory to me.
  
  Regards,
  
  G*** ******