Guitar Center Inc

Attempted to contact the customer multiple times and have not heard backQualifying purchases made during the promotion period will qualify for Guitar Center Bucks that will be sent out to customers in MarchThis is why the customer has yet to receive the Guitar Center Bucks

Dear MrD[redacted],
"">Thank you for bringing your concerns to our attentionI apologize for the difficulties you have experienced with your recent Guitar Center purchaseAfter reviewing your account, I do see that you purchased the Native Instruments Komplete Audio in used conditionIn new condition, this item includes both the channel audio interface and a software package
When purchasing new, this item requires that the first end user register the physical item, upon registration they are provided with a onetime use serial number for the add- on softwareA second hand user can be provided a registration for the physical audio interface, but the asoftware code will still be registered to the original purchaserNative Instruments will not cancel or transfer the software serial number without permission from the first end user, per their end user agreementThe Komplete Audio is originally priced at $299.00, however, you purchased your item at a discounted price of $(as it did not include the software package)
When speaking with the store, you requested the Komplete software, which unfortunately does not accompany the Audio interfaceOur store representative offered a full refund for your purchase, and advised alternative items that would work for youAdditionally, the audio interface that was purchased does not require software to function, but can be used with software if the user desiresAfter reviewing our website, I am unable to find any other used Komplete Audio interfacesAt this time, we are unable to act on your desired settlementGuitar Center cannot request a "Transfer ID" from Native Instruments, as we are not the original end userIf you're interested in a refund or exchanging your item for another interface, we would be happy to assist
If you have any other questions or concerns, please feel free to contact me
W[redacted]
Customer Service Supervisor
W[redacted]@guitarcenter.com

Dear Mr. J[redacted]
Thank you for your reply and for providing the attachments. As I stated in my previous response, the coupons that you have received were not coupons sent to you by Guitar Center. The attachments that you provided are from Retailmenot.com, a coupon code website. Of the three promotions listed in your attachment, only one of the coupons (SNOWROCKS) is a “Verified” code. This is the same promotion that we confirmed was accurate and have offered to use on your purchase.
Guitar Center does not provide coupon code information to this website. The coupon information that is listed on this website is either codes that other Guitar Center customers have received to their email (which are one time use codes) or the codes are from past years and are no longer valid. The final two codes in your attachment were submitted by users who frequent Retailmenot.com. Unfortunately, Guitar Center does not have control over the false coupon codes that have been posted. In the future, I would advise that you contact one of our sales associates, and they can provide true coupon codes for your purchase.
We will not be offering the 20% off Non Sale item over $99 promotion or the 45% off any one item promotion, as they are not valid. Again, if you would like to take advantage of our SNOWROCKS promotion, please feel free to give us a call before 2.29.2016, as this promotion will expire soon. If you have any other questions or concerns, please do not hesitate to contact me.

W[redacted]
Customer Service Supervisor
W[redacted]@guitarcenter.com

Dear Mr. H[redacted],
Thank you for your response. It takes no time at all for Guitar Center’s inventory to be updated, which is why your item was flagged as “backordered” and we sent an email indicating that it was currently out of stock. Unfortunately what did require a bit of time was confirmation from the manufacturer. When our inventory on an item begins to dwindle, we have a team of people who notify the manufacturers and place new orders to replenish our stock. In your items case, we did not receive notice from Epiphone immediately. Once an item is confirmed as no longer available, we have a team of representatives who personally contact our customers within 24-48 hours and inform them of the change to their order as well as assist them in finding an alternative item. We received notice from Epiphone on Thursday, March 4th and you contacted us the following day before we could personally reach out to you.
We allow our customers to place an order for any item we carry regardless of its availability at the time. This feature is available so customers can reserve their place in line for instruments that they absolutely must have. Though we offer this feature, it is not always possible for us to fulfill our orders, as we do not personally produce each item we carry. We are at the mercy of our manufacturers, and they do a fantastic job keeping us as up to date on their productions as possible. To remain true and fair to all of our customers, all inventory is processed in the order that it was received.
We are unable to honor the $449.00 price that you received for the 2015 model Les Paul, as the new item you are interested in is not the same. As I stated before, it is the 2016 model and the price is higher due to the production year. If you would prefer a different instrument that is closer to the original price range, I would be happy to assist you in finding an alternative item. Additionally, we have quite a few used Epiphone Les Paul’s that are in excellent condition that you may be interested in. Regardless of the option you select, we can absolutely get you the best deal possible on any instrument you wish to purchase. Again, I apologize for the inconvenience this situation has caused. I sincerely hope that you allow us the opportunity to get you into a guitar that you’ll love! If you have any other questions or concerns, please do not hesitate to contact me.
W[redacted]
Customer Service Supervisor
W[redacted]@guitarcenter.com

We've provided the customer with an $80.00 discount on some future items. The customer is happy with the resolution.

We are in direct contact with the customer and have one of these units reserved for him at his local store.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11737692, and find that this resolution is satisfactory to me.
 
I need to know what phone number to call to place an order.
Regards,
J[redacted]

Dear Mr. M[redacted],
Thank you for bringing your concerns to our attention. I sincerely apologize for the inconvenience you have experienced with your recent Guitar Center purchase. After a bit of research into your situation, I made contact with Mr. Robert Rinehart, a member of our...

management team. He has since updated me on your correspondences, and has informed me that the two of you are working together to get this resolved through the store.  I see that Mr. Rinehart has offered to discount a purchase to make up for your traveling expenses. I am very glad that he has been so attentive to your concerns, and I sincerely hope that we can get this completely resolved for you. In the meantime, if you have any questions or concerns, please do not hesitate to contact me. I would be happy to assist in any way possible.
 
W[redacted]
Customer Service Supervisor
[redacted]@guitarcenter.com

Complaint: 11512367
I am rejecting this response because:
No refund was given at any point. I have statements that prove I have been paying on the synthesizer for the past year hindering me to make payments on other items. Also I was told I would receive a phone call within 24 hours after investigating the issue with Guitar Center Customer Service on 6/15/2016. No one has returned my call to talk about anything. Also, this is not the first time this has happened. Records from my home store in Pittsburgh PA, Customer Service, Synchrony Bank and any store I order from online do not always match. 
Regards,
J[redacted]

Dear Mr. H[redacted],
Thank you for bringing your concerns to our attention. I sincerely apologize for the difficulties you have experienced with your Guitar Center purchase. After reviewing the information you’ve provided, it does appear that your purchase is well outside of our 45 day...

return policy. At this time, we would be unable to offer a full refund or exchange. Fortunately, Peavey offers a 2 year warranty on their amplifiers. The manufacturer warranty covers defects in both material and workmanship. To take advantage of the warranty, you can simply visit the link provided below.
https://peavey.com/support/warranty/
If you have any other questions or concerns, please do not hesitate to contact me.
W[redacted]
Customer Service Supervisor
W[redacted]@guitarcenter.com

Dear Mr. P[redacted],
Thank you for bringing your concerns to our attention. I apologize that a used item was listed incorrectly within the NM store's inventory. I appreciate you providing the information, so that I may take a look at the item. At this time, it does appear that the link has...

been removed from the website, as it is no longer viewable on my end. I have passed your concerns to the store manager to ensure that future mislabelings do not occur.If you have any other questions or concerns, please do not hesitate to contact me.
 
W[redacted]
Customer Service Supervisor
[redacted]@guitarcenter.com

We have refunded the shipping charge of $14.98 back to the customer's card. The funds should post to their account in 3-5 business days. We've emailed the customer to let him know the refund has been processed.

Dear Mr. J[redacted],
 
face="Calibri">Thank you for bringing you concerns to our attention. I sincerely apologize for the difficulties you have experienced with your recent Guitar Center purchase. After reviewing your account, I do see that you placed your order through our website on February 7th. As you stated in your claim, our website does specify in two places on the item page, that an iLok USB smart key and the ability to access ilok.com is a requirement for the Auto-Tune Live authorization. This specification is the same for both the digital download software as well as the physical copy, and is mentioned on both item pages. Guitar Center does offer a 45 day return period for most of our products, however; opened software and electronic software downloads are excluded due to copyright infringement laws. A Non-Returnable button is located right beneath the price on the item page and again during the checkout process. In the details tab during the checkout process, we also offer to answer any questions regarding the software or the return stipulations. Again, I do apologize for the inconvenience you have experienced. Per our company policy, we are unable to offer a refund for the software that you purchased. If you are interested in purchasing the iLok, I would be happy to look into getting you the best deal possible on the item.
If you have any other questions or concerns, please do not hesitate to contact me.
 
W[redacted]
Customer Service Supervisor
[redacted]@guitarcenter.com

Complaint: 11186021
I am rejecting this response because:While I appreciate the explanation, much of it is semantics.  By Guitar Center's own account they have a system that updates in "no time".  It took 2 days to notify about "back-order" from a system which updates in "no time".  And, again, that's after a phone call I placed and was told the guitar was going out for delivery that day.  I don't see that part of the disconnect being addressed.  That alone is the sticking point for me.  Your system failed, by my example, and I'm the one being punished.
Allowing "customers to place an order for any item regardless of its availability at the time" wreaks of classic bait-and-switch when your website shows the product as available/in-stock at the time an order is placed.
Nowhere in the description of the item I ordered does it say 2015 vs 2016.  It just says "Epiphone Custom Classic Pro".  I would prefer the item I placed an order for ... the "Epiphone Custom Classic Pro".  Do you have an item with the same feature set closer to that price range that isn't the Epiphone Custom Classic Pro?  The only thing I see is the Epiphone Tribute Plus.
While I appreciate the offer to assist in "finding an alternative item", this is not the issue.  The issue is a company honoring a sale for an item they listed as available; a company honoring an employee's statement that the order was going out that day.  This is the guitar I would love.  It's the reason I chose it.  
Regards,
R[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 9997543, and find that this resolution is satisfactory to...

me.
Regards,
[redacted]

Dear Mr. [redacted],
Thank you for your response. I apologize that you are unsatisfied with the solution that I have provided. I understand that it is more convenient for you to speak with a representative, and we are more than happy to assist you in the ordering process. I would like to make your future purchases as simplified as possible, so that your gear arrives quickly and you can begin making music with it.
When the support center places a customer order, the order is submitted to the store that holds the inventory. A store associate at that location periodically checks the ordering system to see if any orders were submitted through the support center. Once confirmed, the store employee will process the order, and either schedule for it to be shipped directly to the customer, or to the customers local store for a pick up. Since store associates assist customers who are visiting the store as well, orders that were submitted through the support center are not always processed immediately.
If you contact the store that holds the inventory that you would like to purchase, the store associate will be able to describe the condition of the item to you, test the item for functionality, place the order, and process the order all while you are on the phone with them. By placing the order directly through the store, you can avoid a customer entering the store and purchasing the gear out from under you. Upon completing your order with the store associate, they can set the item aside, and prepare it to ship directly to you, or to your local store for a pick up.
Again, I understand the need to utilize our associates for the ordering process, and that is what we are here for. However, when purchasing a used item, it is best to cut the support center out as the middle man, and work directly with the store who has the used item that you wish to purchase. The support center is more than happy to continue to assist you in any way possible, but we cannot process the orders that are placed through the store ourselves.
I sincerely hope that the information provided prevents any future cancelations from occurring. If you have any other questions or concerns, please do not hesitate to contact me.
[redacted]
Customer Service Supervisor
[redacted]@guitarcenter.com

Complaint: 11100586
I am rejecting this response because:
I have tried evething both these places have told me and I have been waiting for over 3 weeks for my program to work and it still doesn't so I bought the program from a store as a disc copy bec the downloaded copy they sent me didn't work and caused a bug on my computer so I just want my refund
Regards,
Chaya Levin

Dear Mr. W[redacted],
Thank you for bringing your concerns to our attention. I sincerely apologize for the inconvenience you have experienced with your recent guitar center purchase. It is very important to provide the best service to all of our musicians both young and old, and I...

want to make sure that your daughter has everything she needs to be successful.  I have contacted the store whom originally assisted you, to see if their management staff would be able to reach out and help get you taken care of. I received confirmation today, from the customer service manager A[redacted] and he informed me that he did have the opportunity to speak with you. In speaking, you and A[redacted] were able to find a solution and it sounds like you will be working together to get a replacement for your daughter. At this time, I believe that your situation is in the process of being resolved. If you have any other questions or concerns, please do not hesitate to contact me. Again, we appreciate your feedback and will ensure that similar situations do not occur in the future.
[redacted]
Customer Service Supervisor
[redacted]@guitarcenter.com

ID of 10803785
"Segoe UI","sans-serif"; font-size: 8.5pt; mso-fareast-font-family: Calibri; mso-fareast-theme-font: minor-latin; mso-ansi-language: EN-US; mso-fareast-language: EN-US; mso-bidi-language: AR-SA;">I was forwarded this complaint by Mr. R**.  I am counsel for Guitar Center.  I believe that Mr. Y[redacted]'s claim is that we are required under the cited law to offer paper credit card signature transactions in connection with purchases in our stores.  I have had a reputable national law firm evaluate the law and we are not required to offer paper signatures for our credit card transactions.  We do not believe this claim is based on a proper interpretation of the law. 
If you have questions, or more information, please contact us.  Glenn has my contact information and can also relay any necessary correspondence.
D[redacted]

Dear Mr. M[redacted],
Thank you for bringing your concerns to our attention. I sincerely apologize for the inconvenience you have experienced with your recent order. After reviewing your account, I do see that you spoke with a member of our management team on November 25th, and requested that...

we return your original order and refund the purchase price. At the time of your call, Mr. C[redacted] did confirm that the return was in our system for order # GC10511177.  Due to the inconvenience you experienced with your original order, Mr. C[redacted] offered to upgrade your replacement orders shipping to next day air, free of charge (originally $51.00). I see that the replacement offer was declined, and you requested to cancel order # GC1[redacted]677. According to our system, on November 25th an order cancellation email was sent to the email address that we have on file for you ([redacted]@gmail.com). Additionally, Mr. C[redacted] offered to provide a $25 gift card for the trouble you had experienced, and that offer was also declined. At this time, it does appear that your desired settlement has been met. Your original order was successfully returned and the refund has been processed. We have also canceled your replacement order per your request. Again, I apologize for the difficulties you have experienced. If you have any other questions or concerns, please do not hesitate to contact me.
 
W[redacted]
Customer Service Supervisor
[email protected]