Customer ReviewsforGuitar Center, Inc.

I phoned the Mesa store to confirm availability of a Gretsch Electromatic Lap Steel Guitar I desired. The employee was courteous; she took about 20 minutes to return to the line, confirming it was in stock and would set it aside. When I inquired about purchasing it over the phone for next-day pickup, she agreed. As she began processing my cc details, she suddenly stated, "I can't take an order over the phone"--a stark contrast to her initial assurance. She then decided to email me a quote, which inadvertently locked everything creating a duplicate of my intended purchase, she unsure how to reverse it (wasting over an hour of my time). I called the toll-free number, and despite the representative's confusion over the situation, he fixed it. He assured me that phone orders for store pickup was possible, contradicting the store's claim. He processed the order stating I would pay for the guitar and pick up on Sept 1, the amplifier to be shipped. To ensure everything was set, I contacted the Mesa store manager, who confirmed the order and its readiness for Sept 1. On Sept 1, I arrived at the store before opening. Once opened, I went inside and presented my order, only to be told, "It's not here." Despite a second check, the response was the same, along with an apology. Frustrated by the 45-minute drive one way and ongoing issues, I demanded order cancellation but informed that only a specific person, who was not present could do this. I called the tollfree # when I got home and was told by the person on the phone, "I cannot cancel." I stated, "Give me your supervisor." "Jake," stated he would call the warehouse and have them cancel or, call UPS to stop the shipping process. Jake stated he would cancel the order and I would see a refund on my cc. It should not be this complicated to order something from a store, and I've never had this kind of problem ever! Perhaps it is just this store, but I won't go again; they don't know what the heck is going on.

My experience here was the worst I've ever had with any business. They charged me 2x for one guitar purchase. I eventually sorted that out but it wasn't the sole issue. I'd enrolled in guitar lessons the same day. They explained that I could pay for 4 lessons up front as a trial and after the 4 lessons I could decide whether or not I’d like further lessons. Well to my surprise, after 3 lessons, my card was charged for another 4 lessons. The manager of the lessons dept. conned me into a subscription that I never consented to. It was a complete bait & switch. Worse still, there was no lesson planning. 15-20 of the 30 minutes was the instructor catching up on what we last did & trying to figure out the next 2-3 cords he wanted to add. I hadn't planned on continuing lessons. I contacted the head manager to explain that I wasn't informed of the subscription & asked for a refund. He refused to refund the unauthorized charges and claimed that it was likely a misunderstanding & it happens often. Meaning I am not the 1st person they robbed with their schemes. They told me I could attend the lessons or gift them to someone else but a refund was out of the question. Adding insult to injury, after refusing to resolve the unauthorized charges for the extra lessons, the lessons manager canceled my 4th lesson that was in the original lesson plan bundle without permission & again no refund was issued. Some staff were extremely rude to me as well. One of the instructors caught me in the waiting area as I was packing up my guitar & made a snarky comment. He said “So your the one trying to learn how to play the guitar as a lefty” I said “yes” and he replied “well good luck with that” just before entering his lesson room to teach a young child. I don’t need luck. I need an instructor that is able to teach left handed instead of expecting me to learn mirrored images. I don't recommend spending your money here. I've never felt so mistreated and discriminated against.

Dave the manager at the guitar Center on Colorado Bl in Denver Colorado is a very discriminating person, second time I had contact with him first time he would not let me in the store when I went to pick up my purchased 20,000 worth of equipment, today I returned to purchased 300 worth of equipment he was following me like I was going to steal something an acting very rude about everything, I am a student dress casual I carry myself well, I am very polite his behavior is a shame to any manager in any industry. I hope guitar center does something about it.

I ordered a schecter 7 string that they had for sale online. They had the wrong pictures on the listing so had to cancel the order. They left the charge on my card for over a week and in that week the guitar I wanted was bought. Tried to chat on the website and the employee just closed the chat without offering any resolution. Had to call 3 different times to find someone to actually help me and even then their solution was to get a gear card or ask for a higher limit on the gear card. Finally ordered a guitar that was my third choice since the used pieces I wanted were sold while I stared at a guitar center charge on my card and then shipping is delayed two days because it's in a different box since guitar center isn't honest about stock and will let you buy anything even if they don't have it after I was told by the agent that helped I would have it on the weekend. That didn't happen.i have been trying my hardest to buy a guitar from them for a month now and still don't have an instrument in my hands. Getting someone from the company to consistently respond to emails or the live chat to help you is near impossible so they can filter you to the phone I suppose where they try to sell you more and more. Worst customer experience I have ever had and I will never spend money with this company again.

On 6/11/2024 I spent $1346.00 on a Taylor Guitar, Case and Strap ! While making the purchase I noticed that my email and phone number was not current. So after they printed my receipt I asked to update my contact information. They told me I couldn't unless I Made another purchase ! What ? I never heard of paying to update my contact information ! I contacted customer service and they have not contacted me about my incident. This has to be some sort of illegal practice.

Not honest about condition or stock level of oneline order. Will cancel without notice that your earned rewards used will be lost. No resolutions offered. Will constantly call you to try and sell you more and they don't even have the competence to know they cancelled your order but still have your money. Used to be a good company, but now they are horrible! If my dispute via the bank does not work ill be taking this from a review to a filed complaint looking for help to resolve. Just be careful of this company, only buy in-store what you can inspect thoroughly.

Complete Garbage customer service, not the local store, love those guys, but their website is misleading and their call center is complete garbage. I bought a guitar online that stated it was in stock, brand new, and that I could pick up immediately. That’s all false, they charged my card, but I still haven’t been able to pick up a guitar. Even though it’s in stock at the store. Not to mention that it’s actually not brand new, it’s the floor model. I can’t pick it up because there’s a verification process that they do not warn you about at all. No indication, in fact it’s false advertising. I wasn’t able to pick it up right away. I’ve gone in twice, and even though they charged my card and I have the order number apparently that’s not good enough. They call from an unknown number while I’m working. So when I went in again I was informed I needed to call them. This is the first time I was told that. Now I’ve been on hold coming on an hour with ungodly loud hold music that’s mixed terribly and ear piercing. It’s cost me a high paying gig now because I have no guitar and since they charged my card I can’t afford to just buy one in store. It’s complete garbage. And the employees can’t fast track me either, which I’m told they company does that on purpose. So my cards been charged, I’ve now lost a gig which means I don’t have the money I would have gotten to take care of bills, and I’m on hold for verification for an ungodly amount of time after being told from their website I could immediately pick up. Probably gonna sue for false advertising, and how they gonna “verify” after charging my card. With no warning before the purchase. I’m definitely contact my states General Attorney about this. Still on hold, can’t receive the item I’ve already been charged for, not brand new and false advertising. I’ve already won the lawsuit. I’m gonna blast this everywhere for people to shop elsewhere. Avoid at all costs