Complaints

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

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• 

  Gibson Brands

  309 Plus Park Blvd Nashville, TN 37210

• 

  Gibson Brands

  1818 Elm Hill Pike Nashville, TN 37210

• 

  Gibson Brands

  645 Massman Dr Nashville, TN 37210

• 

  Gibson Brands

  309 Plus Park Blvd Nashville, TN 37217-1005

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:12/04/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Date of Initial Issue: September 9, 2024 - Product: *** Rokit 7 Studio Monitor - Warranty Repair Issue On September 9, 2024, I reported a power issue with my *** Rokit 7 studio monitor, which is covered under warranty, to Gibson Brands' ***************** I was given two options for repair:Ship the monitor directly to Gibson Brands using a provided shipping label.Use an authorized service center, Pro Audio Video Plus, in *************, **. I opted for the authorized service center, despite it being over an hour away from my home, in hopes of expediting the repair process. The repair center confirmed receipt of the monitor and marked the repair as complete on November 6, 2024. However, the monitor has not been returned to me as of December 4, 2024. Despite Gibson Brands providing a *** shipping label to facilitate the return, Pro Audio Video Plus has failed to ship the monitor, leaving me without the equipment I rely on for my work.Repeated efforts to involve Gibson Brands for resolution have proven ineffective. I have sent emails, followed up with customer service, and made several phone calls, but Gibson has not taken sufficient action to ensure the authorized service center complies with its obligations. I am particularly frustrated by the lack of communication and follow-through from Gibson Brands, as the delays and negligence of their authorized service provider directly reflect on their customer service standards.This failure to oversee their warranty process and ensure the return of my equipment has caused significant inconvenience, financial losses due to inability to work, and eroded my trust in Gibson Brands. Desired Resolution:Immediate Return of the Monitor: I request Gibson Brands to ensure the repaired *** Rokit 7 monitor is shipped to my address promptly. Replacement or Refund: If the monitor cannot be returned, Gibson Brands must provide a replacement or a full refund of $224, the current market value of the *** Rokit 7 monitor.

  Customer Answer

  Date: 12/16/2024

  Good morning, 

  Gibson Brands did not contact me. 
  I noticed that it looks that the contact information is missing the phone number. 

  
  To contact Gibson Brands regarding your KRK Audio product, you can use the following methods:
  Phone: Call 1-800-4GIBSON ***************) and select Option 1 for customer service. 
  
  Mailing Address: Gibson, Inc.ATTN: **************** ********************************************************
  

  Thank you, 

  ****** ********

• Initial Complaint

  Date:09/30/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 accidentally purchased Gibson app on iTunes. Refuse to refund $ even though it is clear purchase was not intentional.

• Initial Complaint

  Date:06/15/2023

  Type:Delivery 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 ordered some new strings for my acoustic guitar. As I am leaving to another state for a while (and taking my guitar) I opted for the next-day air shipping at checkout. However, Gibson took so long to ship the order (6 days) it will now arrive when I am away. I dont understand why they offer this option if they cant fulfill orders in a timely enough manner to make it worth paying extra over standard shipping.

  Business Response

  Date: 06/16/2023

  We have fully refunded the customer's order - **************. The amount of the refund is $34.17, please allow a few business days for the refund to show on the account balance.
  
  If you have any questions, please let me know. 

• Initial Complaint

  Date:05/23/2023

  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 purchased the Gibson guitar on Jan 4th, 2020. My total cost was $3,191.14 including a 2-year warranty. I use the guitar very infrequently. In early March, 2023 I changed all the strings on the guitar for the very first time. I followed the instructions on the internet very accurately changing 3 strings at a time. Right after that some of the frets at about the mid point of the "high E" string did not play properly. Since then I have noticed that a similar problem has developed with the *** string. I took it to Guitar Center where I purchased it. They opened (something in front) (technician ****) and then said that the ***************** is loose (faulty) and he cannot tighten it. He suggested that I contact Gibson to get a replacement. I am not an expert in making guitars but I am a Civil Engineer and I know what can happen to solid wood if it is not properly pre-stressed (this might be a similar problem). Since April 1, 2023 I have tried to contact Gibson several times from their web site, email and telephone. I gave them the same information and I requested a replacement of the guitar since I am certain this is a manufacturing defect. To date, they have not bothered to contact me. I have a copy of this communication saved to my computer. I love the guitar. I simply want it replaced.

  Business Response

  Date: 05/23/2023

  Hello,

  I replied to ********************** on April 11 asking for additional information to get his instrument to an ************************** but received no response after nine days so I closed his support case.

  I will include the text thereof below:

   

  April 11, 2023 at 3:54PM

  Hello,
  
  Thank you for being in touch with **. I'm sorry to hear of your issues with your guitar. If you could let me know where you're located, I can see if I have a Gibson ************************* that can evaluate your guitar. I hope to hear from you soon. 
   
  *********;
  Consumer Service
  Gibson Brands, Inc.
  1-800-4GIBSON
  www.gibson.com
  
  
  
  
  

  Customer Answer

  Date: 05/24/2023

   
  Complaint: 20089069
  
  I am rejecting this response because: I did not receive any e-mail or any other form of communication from Gibson. I have checked all our folders including Trash and Spam and I cannot find this email. Please ask them to contact me again.
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 05/24/2023

  5/24/2023, 9:30 am. I called the number with ****'s phone number (1-800-4GIBSON). After being on hold for 20 minutes, a customer service rep picked up the phone. He said that **** left and will be back in 1 hour 20 minutes and asked if he could help me. I explained the entire situation to him including our communications through BBB. I told him I did not care who from Gibson handled my case as long as we can get it fixed. He told me that since **** responded to me he will call me back in about 1 hour. While I was talking to him and suggesting that anyone can help me with this problem, he hung up on me.

  Business Response

  Date: 05/24/2023

  I spoke with the customer on the phone when I got into the office this morning (seemingly very soon after this secondary complaint) and we are taking his guitar in to our repair and restoration department for warrranty evaluation. 

  Josh 
  Consumer Service
  Gibson Brands, Inc.
  1-800-4GIBSON
  www.gibson.com

  Customer Answer

  Date: 05/25/2023

   
  Complaint: 20089069
  
  I am rejecting this response because: Yes a person has reached out to me and I will be sending my guitar to Gibson. How quickly this issue is resolved will be based on how quickly Gibson can evaluate the guitar and get back to me. So the arbitrary 10-day period is not acceptable. I will continue this conversation after we have the evaluation report from Gibson.
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 05/25/2023

  ******************* - I don't see an email address or a contact phone number for you. I don't know what you mean by this is at a standstill. Gibson is finally communicating with me.

  Business Response

  Date: 06/05/2023

  ****,

  I have been in contact with ********************* as of last week about his issues and we have accepted his guitar for replacement. His return authorization number is RMA0187052 and he should be in the process of shipping the guitar to ** for evaluation. The situation has been resolved. 

  Josh 
  Consumer Service
  Gibson Brands, Inc.
  1-800-4GIBSON
  www.gibson.com

   

• Initial Complaint

  Date:05/09/2023

  Type:Service or Repair 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 short, Gibson sent my package to the wrong address. I did ask multiple times if they need address confirmation. They said no. All that needs to happen is that the sender (Gibson) needs to change the address and reroute the package. No big deal. I cant do it from my end. The issue is that when I speak to someone about this, ** told I need to speak to another department or theyll email me when they figure it out. Again, very easy problem to remedy, just very hard to speak to anyone. Maybe Im being ***** but I cant figure out why they wont fix such a simple problem.

  Business Response

  Date: 05/09/2023

  Customer provided an address when setting up the return authorization. This is the address that we shipped his return to, as indicated during this process.

  The customer has said that he told us he would like to change the address, but there is no record of this communication in our system.

  We have advised the customer to refuse delivery from **** when the item is returned we can redirect the package to his desired shipping address.

• Initial Complaint

  Date:03/22/2023

  Type:Sales and Advertising 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 am 60 years old and this is my first official complaint to the Better Business Bureau! On January 17th I initiated my request to Gibson Guitar for warranty repair. I had problems finding the original receipt which they requested but had the packing receipt. That was not good enough and when I called to ask about it and ask why my **** bill or packing receipt was not good enough, the Gibson Guitar rep hung up on me after I asked to speak to someone else about it. I finally found the original receipt shipped my guitar and waited for a response. I followed up - over and over again, week after week, and the response is it is in the que to be assigned to a technician I have called to speak to a supervisor or manager and was transferred to a someones? voice mail and left a message concerning the ongoing delay for repair and left my number and RMA number. I never heard back. A week later, I wrote to Gibsons comment / feedback form online and received this automatic reply: Thank you for reaching out to Gibson Brands. We will respond to your request as quickly as we can. Your case number is ********. ?Been a week and still no follow up or reply! It is now TWO MONTHS since Gibson Guitar has had my guitar in their possession and have not even started repair work (let alone assigned to a technician). At this point, I am beginning to wonder if I will ever get my guitar back fixed. As I mentioned in their comment, Gibson Guitar is a multinational company worth one billion in revenue, has thousands of employees and this is how they treat their customers? My guitar neck was damaged by tanning leather chemicals leaching from the Gibson case strap which caused considerable bubbling up of the neck lacquer. I would like to know when I can expect my guitar fixed and sent back without further delay.

  Business Response

  Date: 03/22/2023

  Hello,

   

  We have already completed work on this instrument and it is currently en-route to the customer. ******************

  Customer Answer

  Date: 03/22/2023

  Greetings - Magically, they shipped my guitar today (they said). Assuming everything is fine, you may retract my original complaint. Thank you for your service - clearly BBB works and I appreciate this service. **************** Gibson

  Customer Answer

  Date: 03/23/2023

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

• Initial Complaint

  Date:03/07/2023

  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 ordered an ******************* limited edition Epiphone Guitar. Order #EPI-140223-IRI on 2/14. Guitar showed up with the headstock broken a week later. I contacted Gibson/Epiphone service and told them. CSR ***************** contacted me back via e-mail and issued me a RMA to return it but did not know if I would get a replacement or refund. He stated he would need to ask the online store. *** delivered the guitar back to Gibson on 3/1 at 11:08AM and was recieved by **** at the dock. I have been in communication via email with *** and still he has no resolution. I e-mailed him finally on 3/5 telling him I found the guitar locally and elected a refund instead of a replacement, he said he would tell the store. I have gotten zero communication from the store who charged my credit card for the guitar. My next step is to contact my bank/credit card company. RMA #: RMA0185287 PS: I also politely commented on ********************************* about my terrible experience with this and he made the choice to block me all while when he was responding to other people in the comments. This shows just how Gibson Brands, even at the highest levels feels about their customers. I will never buy a Gibson product ever again, especially direct from the factory or online store. Issue my refund today please.

  Business Response

  Date: 03/09/2023

  Customer has been refunded as requested.

  Customer Answer

  Date: 03/09/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me once the refund shows back up on my end. 
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:02/02/2023

  Type:Service or Repair 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 or about Jan 5th I was very interested in a ************************* E-335 62 reissue guitar. The item was listed on Musiciansfriend.com. It was noted that the guitar had a blemish. The *** could not explain what the blemish was. The guitar was discounted because of the blemish $200. So I purchased the guitar for $1,039.00. When it was delivered the guitar and case were in very good shape. All items appeared to be in the case except the valuable Certificate of Authenticity. I called MF and they couldnt find it but would have their warehouse staff look for it to no avail. Then ** said it was my responsibility to contact parent company to get a **** Finally they said return it. I did but in the meantime they ruined my credit score by running it through MF cc which was declined because it exceeded my credit limit, no biggie I told them to run it through my PayPal MasterCard which had $8,000 available credit. It was declined by PayPal only because they didnt run it through PayPal MC. I have purchased 8 guitars, an $1,800 digital grand, strings, tuners and a 5 guitar floor stand, all in the last 18 months at musicianfriends.com. Yet I cant get any answers from MF or Gibson. All I wanted was the ****

  Business Response

  Date: 02/02/2023

  If the customer is unhappy with the service they received from MF, that has nothing to do with our company. They received a guitar which was discounted due to its condition and if they are not happy with the condition of the guitar received that has nothing to do with our company. Gibson is not responsible for any of the things the customer is complaining about.

  Customer Answer

  Date: 02/02/2023

   
  Complaint: 18970107
  
  I am rejecting this response because: As sad as it is, todays wholesale and retailers have stepped way back from providing any resemblance of excellent customer service as ********************* response is typical of keyboard warriors. Musicians Friend said I needed to contact Gibson to get this resolved. And you can see the totally unprofessional response above. I wasnt asking for anything more than a Certificate of Authenticity. A piece of paper. Instead, Gibsons response basically said dont bother us. I wasnt asking for a new guitar or case, just the *** to prove it was authentic. Now I cant tell if this is a knock off. Watch out for our online review of Gibson Brands on ******** instagram and Facebook. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 02/02/2023

  The customer purchased a ******************** in as-is condition from an authorized dealer. Epiphone has no responsibility to provide a replacement COA under these circumstances. If the customer is unhappy with the service they received from our dealer, they should submit their claim directly to the dealer. None of their complaints against Gibson/Epiphone have any validity or merit.

• Initial Complaint

  Date:10/25/2022

  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.

  On 13 September 2022 I got Custom Shop **** *************** Standard Reissue VOS for $7,373.55. The item was delivered the 19th of that month. A couple hours of the case, the cover of one of the volume k**** fell off. Gibsons customer service was contacted multiple times by email and phone call. On the 27th, they said they order a replacement part, which would be delivered in up to 10 business days. It hasnt arrived yet. Several follow up attempts were made but no response was provided. I would like this production defect to be fixed in a timely manner.

  Business Response

  Date: 11/01/2022

  The required part has been shipped to the customer via UPS. 

  Customer Answer

  Date: 11/02/2022

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