ComplaintsforGuitar Center, Inc.

• Initial Complaint

  04/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Guitar Center purchased some instruments from me in trade for another guitar. I was unhappy with the guitar and returned it per their policy. They claim to have issued me a refund on credit card (that never posted in the amount of $978.97) and then wrote me a check for the rest. The check was in an incorrect amount for the full balance due to me. After the check had cleared and the funds had already been moved elsewhere, Guitar Center realized their alleged error (though I never received the credit card refund due to me) and cancelled the check after I had already moved the funds elsewhere, causing me to incur overdraft fines. This was done prior to Guitar Center contacting me and allowing me to insure I had the funds in my account prior to cancelling the first check (which had cleared) and issuing me a new check. The error was entirely Guitar Center's and as noted - I should be due the additional funds as their alleged credit card refund never processed.

  

  Business response

  04/12/2024

  
  
  We are very sorry to hear about your experience at our Rockville location, we appreciate you reaching out to us.
  
  We have sent your feedback to the leadership team over the store, 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 do not hesitate to ask.
  Thank you

  Customer response

  04/22/2024

  This response has not resolved my complaint. This is meaningless. What will Guitar Center due to clear up the fees I received as a result of them passing me a bad check?

• Initial Complaint

  04/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased and paid for a fender stratocaster candy apple red body this morning Called company and asked to cancel order and refund money as it was purchased in error. No help from company Body has not been shipped

  

  Business response

  04/11/2024

  
  
  Thank you for contacting us. We looked into your account and we do not see an order for a Fender Stratocaster. Did you have an order number for us? You can send it to [email protected] and we can look into it for you.
  
  If you need anything else, please do not hesitate to ask.
  Thank you.

• Initial Complaint

  04/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased an Akai MPC from Guitar Center 9/24/21 and purchased the 24 month insurance along with the machine. On May 8th, my machine sustained water damage and will not turn on. I called and visited the store for assistance. Upon speaking with an associate at the store, they stated that I did not have insurance and requested my receipt. I stated that I did not have it with me and I was not sure where it was placed. They took a look and told me that they don't have a record and I was not covered. I use my machine to produce music and make money, so I have not been able to do that, and I couldn't spend $1,300 dollars again right away to buy a new machine. I was certain I had insurance and thought I'd give it another try today 4/4/24. I stopped in the store to inquire and with a search of my phone number, they were able to find not only my original receipt but the receipt for the insurance coverage I knew I purchased. I called Guitar Center customer service 4/4/24 and they said the associate should have looked up my receipt and at least provided the insurance company information so I could file a claim. I called the insurance company and they said I am outside of the coverage dates and they cannot help me. Guitar Center misinformed me by stating I was not insured, failed to provide the insurance company information, and customer service stated they can't do anything for me. Since I was not able to access my insurance or get help.

  

  Business response

  04/05/2024

  
  
  Thank you for contacting us. We are sorry to about your experience at our Youngstown location. We forwarded your feedback to the management team over the store and you can expect someone to reach out within 24 to 48 business hours.
  
  If you need anything else, please do not hesitate to ask.
  
  Thank you.

  Customer response

  04/11/2024

  
  
  Complaint: 21533251
  
  I am rejecting this response because:

  No one from the business called me within 24-48 hours of the response.

  
  Regards,
  
  T******* ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business response

  04/15/2024

  
  
  We apologize for the inconvenience. We followed up with the store and they stated they got ahold of you and are taking care of you.
  If you need anything else feel free to email us at [email protected] and we will gladly assist.
  
  Thank you.

  Customer response

  04/15/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21533251, and find that this resolution is satisfactory to me.
  

  
  
  Regards,
  
  T******* ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  03/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had ordered Marimba from Guitar Center on August 15, 2023, Order Number: GCW*******867 and for that I had applied for synchrony/guitar center card. The product came in a poor packing, and I did not receive the product because of its condition. It was returned the same day, and I was given confirmation number. GC21073401 for return. I have uploaded the emails as proof. I requested to cancel the synchrony card because it was solely for the purchase of marimba. I was promised that it will be taken care of on 11/9/23. To this day, I keep getting call and letters from synchrony / guitar center saying I owe them. They emailed me saying my credit line has lowered. It's plain and simple, just cancel the card. I want this resolved because it has been more than 6 months dealing with this already. Please help me resolve this. I have been a long time cutomer of guitar center. Due to this experince, I am not going back.

  

  Business response

  03/22/2024

  
  
  Thank you for contacting us. We looked into your Synchrony card and checked if it was anything on our end. We did indeed process the refund successfully on 10/27/23.
  
  When we spoke to Synchrony, it appears to be interest that is owed on the card that is driving the balance. From here, we suggest working with Synchrony on this.
  
  We are sorry for the frustration this caused. If you need anything else, please do not hesitate to ask.
  
  Thank you.

  Customer response

  03/26/2024

  
  
  Complaint: 21456106
  
  I am rejecting this response because: on : Friday, October 27, 2023 11:01 AM email, I was told I will no longer hear from synchrony bank because my account will be 0, but it was not taken care of. See the attached email.
  
  Regards,
  
  S******** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  03/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am writing to bring a concerning experience I had with a franchise store of a well-known music retailer to your attention. On February 19th, 2024, I visited the Hallandale Beach store (Store number 770) intending to purchase a piano set for my daughter's birthday. Despite limited knowledge of musical instruments, I was determined to support her newfound interest in music, which she has been exploring at school. Upon consultation with a salesman, I was informed that there was only one piano set left in stock, marked as "opened box," but assured that all items were included. As the birthday approached, I began unboxing the item, only to find that the promised stand was missing. Upon contacting the store, I was informed that the stand was not included, requiring an additional purchase. Disappointed but accepting, I returned to the store three days later to purchase the stand for an additional $80.00. However, my frustration grew when I realized that the power cable, crucial for the instrument's functioning, was also absent, despite the manual's assurance of its inclusion. Upon addressing this issue with the store, I encountered reluctance and disinterest in resolving the matter. Seeking assistance from my bank was fruitless due to the transaction being conducted in person. Feeling misled and disregarded as a customer, I seek guidance and assistance from your organization. It is disheartening to witness reputable multinational chains engaging in such deceptive practices, which exploit unsuspecting consumers like myself. I kindly request your intervention to rectify the situation and prevent similar occurrences in the future, upholding principles of integrity and accountability in consumer transactions. Thank you for your attention, and I await your prompt response.

  

  Business response

  03/11/2024

  
  
  We are sorry to hear about your experience at our Hallandale Beach location. We sent your feedback to the management team over the store, they will reach out to you within 24 to 72 business hours.
  If you need anything else, please do not hesitate to ask.
  
  Thank you.

  Customer response

  03/12/2024

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21406984, and find that this resolution is satisfactory to me.
  
  Regards,
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  03/06/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I have bought a number of products from Guitar Center over the years without to many issues BUT, recently they have been advertising/listing their used guitars (Specifically) incorrectly as far as the conditions of the Guitars. I've recently purchased a G&L ASAT Special USA model that was listed as "Excellent condition" at the Kentucky Store and when I received it, the volume pot was damaged and not working AND the guitar itself had chips and dings NOT listed! .I took it to the Manchester Ct store and they fixed it and made thing right. SO, I decide to buy a less expensive Back up guitar from one of the N.Y. stores that was listed as 'Great" condition. When I received the guitar and opened the carton they shipped it in , I was shocked!! The guitar was at best in Fair condition ! (See Photo's) I again had to Drive out to the Manchester, CT store and return it (34 miles round trip) Again the Manchester G.C. took care of me and Refunded my Money . My Question is How and Why are the Guitar Center Stores allowed to mismark the merchandise??? this is happening more and more f at G.C. and their online store Musicians Friend

  

  Business response

  03/07/2024

  
  
  Thank you for contacting us. We appreciate you bringing this to our attention, we will be sending your feedback to the leadership over the stores.
  In the meantime, if you need anything else, please do not hesitate to ask.
  Thank you.

  Customer response

  03/07/2024

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21389416, and find that this resolution is fairly satisfactory to me.
  I do feel that the response sounds like something they pulled out of a script from "How to pacify the customer"  Anyway, Thank-you.
  Regards,
  
  B** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  03/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Guitar Center refuses to stop charging me for services they are unable to provide. I have made a phone call to Guitar Center. I have also email there customer service through there website. Here is a copy of email I sent through there website: Hello, I purchased lessons for Order #:GCW6********7 on February 5, 2021 for $268.00. I would like a refund of full amount of $268.00 because I have been denied lessons. I went into Guitar Center located on 8621 W. Charleston Blvd. Ste 110 Las Vegas NV 89117. I stood waiting for almost 40 minutes to get any help to sign my son Joshua up for lessons, when someone finally came to acknowledge us, the gentleman said " no one is available to help sign you up, you need to log in pay for lessons and at that time you can schedule a lesson." So that's exactly what I did. Since then I have received cancelled lesson emails. When I called to confirm my sons next upcoming lesson, I was told there is no one by the name that I signed up online with. ( Why do you have instructors listed with day and time slots when they don't even work for you?) I asked to speak with a manager but I was told there is no refunds on lessons. This is not right, I purchased lesson based off the instruction I was given, I selected what was presented to me on the website. Now no one is willing to honor or deliver the services I paid for. Worst of all, No one is willing to make it right. After being treated so poorly and not being given the services I paid for, I need a full refund because the problems are not mine, this is a Guitar Center Internal Issue. I paid for services that are not being honored or delivered. This is sad for my son, because he has been let down, and so have I. I paid 268.00 for lesson and not being given any lessons nor help to resolve it. I would also like to cancel any future services related to this purchase. Please let me know if you need any additional information to process this request. Thank you, S****** ***** *** student was under J***** *** ###-###-#### After email was sent they continued to charge my card on March 4, 2024 for the amount of 268.00. I called and I sent an email through there website. They still have taken money out of my account without providing services. No one has called me to resolve this issue, and continue to take money from my account.

  

  Business response

  03/07/2024

  
  
  Thank you for contacting us. We are very sorry to hear about your experience with lessons at our Las Vegas location. We forwarded the feedback to the management team over the store, and they will be reaching out within 24-72 business hours and will assist you further.
  Again, we are sorry for the inconvenience. If you need anything else, please do not hesitate to ask.
  
  Thank you.

  Customer response

  03/08/2024

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21386168, and find that this resolution is satisfactory to me.
  
  Regards,
  
  S****** ***
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  03/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an Ortega family guitar and it came with a crack on the side, it can not stay tunned. I contacted service center and nothing was done.

  

  Business response

  03/05/2024

  Thank you for contacting us. According to your order, it was placed on 10/18/2023. Which unfortunately puts this outside of our 45-day return policy. Sorry for any inconvenience this might cause. If you need anything else, please do not hesitate to ask.
  Thank you.

• Initial Complaint

  03/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered an amplifier and footswitch from Guitar Center and attempted to order for in store pickup because their website said it was in stock. The item was not in stock so it was shipped. It was shipped to a nonexistent address. Guitar Center would not re-route and said I would not receive a refund until they receive the product and placed into inventory. This is poor service because I would have ordered from another vendor if the item was not immediately available in store as their website claimed. Furthermore, I should have been contacted prior to shipping. Guitar Center should have also ensured that the shipping address was valid prior to shipment. Finally, since this was an error by Guitar Center, I should have been credited immediately. I am attempting to stop payment on charges. I would like an immediate refund if this is unsuccessful. See attached shipping information. Note that there is no such address.

  

  Business response

  03/05/2024

  
  
  Thank you for contacting us. We are sorry to hear your order went to the wrong address. We investigated it, and we can see that the order was processed as it was received during checkout.
  Looking at your order, the return to sender was successful and it will be arriving at our warehouse tomorrow. Once it is processed your refund will be sent. It usually takes 1 to 2 business days for it to process. 
  Again, we are sorry for the experience. If you need anything else, please do not hesitate to ask.
  Thank you.

  Customer response

  03/13/2024

  
  Complaint: 21373190
  
  I am rejecting this response because:

  I did not resolve this complaint because I had not received credit from the merchant yet.  Please reopen and I will close once I receive credit.
  
  Regards,
  
  M*** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business response

  03/19/2024

  
  
  Thank you for contacting us. We went into the backend and re-triggered the refund and that should allow it to show up in your account.
  
  If you need anything else, please feel free to email us at [email protected] and we will help you further.
  Thank you.

• Initial Complaint

  02/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 7.22.23 I ordered a used mini moog theremin from Guitar Center. Order number GCSF********50. The order was canceled because they couldn't find the stock yet my synchrony guitar center credit card was still charged. I chatted online with a Synchrony helper for 3 months in a row until it was finally removed. But it showed back up within 2 weeks by the next time I made another payment. I track my balance each month and it is there although they now say there was never any order according to their record. I called and talked to a customer service representative and their supervisor who gave me a address to write to complain. I wish to have my card credited for the amount.

  

  Business response

  03/04/2024

  
  
  Thank you for reaching out to us. We looked over your account and on our end we do not have an authorization. And we called synchrony also and they told us the same thing. We would suggest disputing the charge with synchrony to have them look at it closer.
  
  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. ↩