ComplaintsforGuitar Center, Inc.
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Complaint Details
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Initial Complaint
12/02/2021
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I placed an order online "Order Number: GCW3*********" for a "Epiphone ES-335 Figured Limited-Edition Semi-Hollow Electric Guitar Raspberry Burst Item: 15*********78 on 11/28/21. I received the order 11/30/21. The guitar was not Rasberry Burst as advertised but pink (please see photo). It was not new as specified, it arrived wrapped in bubble pack not a factory box with registration and paperwork. It showed signs of wear. I contacted Guitar Center and was informed I would be required to pay for the return for a refund.Business response
12/03/2021
Thanks for contacting us and we apologize for the inconvenience this has been.
If you would like to return this guitar, you can do so and we can provide you with a return label to return it via UPS, or you can take it to your closest Guitar Center store.
We can also offer you a discount on the guitar if you would rather keep it then go through the return process.
Please let us know how you would like to proceed by responding here, or you can email us at [email protected]
Thank you
Customer response
12/03/2021
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 16196403, and find that this resolution is satisfactory to me.
Regards,
R***** ********
Initial Complaint
11/16/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I am filing this complaint on behalf of Mien Evangelical Church as I was the one involved in the purchase of the disputed items. Last year, our church purchased two high-end projectors from GC Pro. One of them needs a throw lens, which we had to purchase separately, Order #: 2331533409, purchased on 03/25/2021, for the amount of $2,491.50. When we received the lens, it does not fit the screen that was spec'd. The lens throws too far. I have contacted our sales account manager, Neil Penninger. He was working on getting it exchanged. We went back and forth. I have been exchanging emails, phone calls, texts for more than a year now. In the beginning, it sounded promising. Then, last six months, the rep stopped answering my phone calls, emails and texts. We never got our lens exchanged. When I call GC Pro, I get the run-around. There is really no one to talk to about this situation. I am very disappointed with such a company as we buy lots of supplies from this company. I just want to get the lens exchange so we have the right lens to do the job. I did not file the complaint with the 12 months period because I was still working with the account manager. After 5 months of non-responsive, I couldn't call anyone else, I realize filing a complaint with BBB is my best option.Business response
11/19/2021
Hello,
I'm sorry for the frustrating experience with the Guitar Center in Tukwila, WA. I'll gladly share your comments with the management chain in charge of the store including the Store Manager, as well as the District Manager. I assure you, we take your feedback seriously, and will do our best to work with you to show you that we're better than what you have experienced.
A member of management will be reaching out to you shortly on this to assist in coming to a resolution.
Thank you for taking the time to share your feedback. Again, I'm sorry for the frustration you've experienced.
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Contact Information
PO Box 7470
Westlake Vlg, CA 91359
Business hours
Today,11:00 AM - 9:00 PM
MMonday | 11:00 AM - 9:00 PM |
---|---|
TTuesday | 11:00 AM - 9:00 PM |
WWednesday | 11:00 AM - 9:00 PM |
ThThursday | 11:00 AM - 9:00 PM |
FFriday | 11:00 AM - 9:00 PM |
SaSaturday | 10:00 AM - 9:00 PM |
SuSunday | 11:00 AM - 7:00 PM |
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Get a QuoteCustomer Complaints Summary
256 total complaints in the last 3 years.
73 complaints closed in the last 12 months.