GF Sales

I did not receive a product that I purchased. The company has yet to get back to me after a few days of contact attempts.I recently ordered a guitar case, and two guitars. The guitars came, the guitar case was missing from the order. The company, after 3 contact attempts in 2 days, has not responded. In a county with a "3 strikes you're out" rule I can honestly say this would a very easy lawsuit. I'm not the suing kind of person.Order #[redacted]Ordered: 1 Shipped: 1 XV220SCE_BLACK Medium Jumbo Cutaway Acoustic-Electric, Spruce Top, Fishman Pickup Add a case?: No Thanks $179.00Ordered: 1 Shipped: 1 XSPB1048 Xaviere Phosphor Bronze Acoustic Strings Light Gauge $3.29Ordered: 1 Shipped: 1 XV500VN XV-500 Carved Top Flamed Maple Vintage Natural Add one of our Guitar Accessory Packs: No Thanks Add a Hardhsell Case?: $10 off a $74 Deluxe Tweed Hardshell Case - $64.00 Select String Gauge When Adding Accessory Pack: No Gift Pack Selected $273.00Although I love the products and prices at GuitarFetish.com, I find myself very displeased with their business end.-The online store does not work up to modern web standards.-There is no phone support (which could be setup and maintained for free.)-Emails take forever to receive, urgency doesn't seem to be their strongpoint.I work for a music school with over 650 students. A greater number of those students are guitar players. One of the hardest things for a student is finding a good instrument for a low price. Most of the low prices that parents spot are at retail stores like Walmart and Target. The guitars at these locations are more like toys than real instruments. The quality reduces the likelihood that the students will enjoy their lessons. However, most of the parents are unwilling to spend more than $100-$200 on a guitar. This limits their selection greatly at the local music stores.GuitarFetish.com offers a fantastic selection at unbeatable prices. I would love nothing more than to use them exclusively as an avenue for young students at my school looking to find the best starting instrument they can. However...I cannot condone such a decision at this time until GuitarFetish.com takes to my advice and improves on their ordering system, technical support, and courtesy. Desired SettlementAt this time I would like the case that I ordered sent to me. I desire NO refund, I need the product.Likewise, I would find myself drowning in happiness if the company would heed my advice for improvement and open the door for my students to take advantage of their great products. However, without improvement I can honestly say I will not only NOT be using GuitarFetish.com, I will be very strongly explaining to everyone why they should avoid using them as well.Let's work together and make this a much better experience. Business' Initial Response If you go to our "Contact Us" section on the website (http://www.guitarfetish.com/Contact-Us_ep_5.html) you'll notice in bolded, red text it says the following, "If you are an existing customer please include your order number and name as entered on your order when contacting us.".Unfortunately, this order number was not provided until 7/18/13. Upon receipt of this info, the missed item was immediately packaged up for shipping. It was later in the day so did not ship out that day. Today (7/19/13), the case is packaged and in processing for a shipping label. Will be on the truck by the end of the day.Consumer's Final Response (The consumer indicated he/she DID NOT accept the response from the business.)The response is satisfactory. The irrelevant data in the response will be ignored.Having spoken to my coworkers at the school I work for we all feel it would be in everyone's best interested, the school and GuitarFetish.com alike, to work together. Providing above satisfactory level service will ensure a bright future for GuitarFetish.com, and the students of the school. The school currently holds the status of "best in the county" - we do intend to stay that way.I have repeatedly mentioned to "[redacted]" of GF (whom seems to be the only contact at GF) that I have vast computer/web knowledge.I will ignore the indication of the "bolded, red text" as it is rather immature and rude. I have a friend that is colorblind, he doesn't notice such things on the page.*Note: The correct word is "bold", bold is not a verb and therefore cannot have its tense changed.I will settle this file as soon as the case arrives. My suggestion for better customer service and a more robust online store still stands.In the future with better services:-Hundreds of students will be directed towards GF for their guitar needs. GF provides the best quality guitars for the price and by far beats out any starter guitar packs on the market today.Currently:-The ordering service and response time and quality of customer service creates a deterring environment that would lead new students to leaving or never starting in the first place.Business' Final Response Hello [redacted],We have sent the missed case to you. It shipped last Friday and the tracking says that it is at this moment out for delivery. We generally try to respond to emails within 2 to 3 days not including weekends. I believe that we did so even though you had not included your order number with your original inquiry. I am sorry if your experience with us was unsatisfactory. I am a little unclear on why as we have responded to you in a timely frame and corrected the error which we are indeed do apologize for. We appreciate your business and wish you luck in all endeavors. Thank you sir.

I have ordered from Guitar Fetish many times. I have always recieved orders promptly and items were as described. My first order was a guitar. It did have a couple of cosmetic finish issues. I contacted the company via email providing all the information requested. They sent me a UPS return lable and as soon as they recieved the guitar they shipped out a new one. Great customer service. Great products.