Guitar Center Inc

Review: On December 11th I went to the Allen Park, Michigan Guitar Center. I specifically went to this store because I was looking to buy a Presonus Audiobox iOne. Online it said this item was in stock. When I asked the employee about it they told me it wasn't in stock without even checking. They immediately suggested I get the Focusrite iTrack Solo instead. I hadn't done much research on this item but it looked to meet my needs. My only question to him was if it also charged the ipad while in use. He told me it absolutely did without actually verifying this. I took his word for it and bought the Focusrite. I got it home and started to use it only to find a few hours later that my ipad had lost all charge. I checked the manual and other information about the iTrack Solo and apparently it cannot also charge the ipad. This is a big issue for me. The iPad was meant to be a part of my studio where I could use it any time I felt like recording. To have to keep unplugging it from my recording rig and plug it into a charger is ridiculous. Even when it's fully charged I only get about 2 hours of use out of it before I have to charge again. I went to return it a few weeks later. I was told they couldn't take it back because I didn't have the registration card that came with it. I did register the device because everything seemed to be going well when I was first using it. It's not my fault a Guitar Center employee assured me an item they were recommending had a feature that it didn't. I work for [redacted]. Our products are carried at least in your online store and I would hate to see that they are being misrepresented in the same way as in this case.Desired Settlement: Unless someone can explain how I can have my ipad charging while still plugged into the Focusrite iTrack Solo I would like a refund.

Business

Response:

Dear Mr. [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. I have contacted the store manager, Ms. S[redacted], at the Allen Park location. Ms. [redacted] is aware of your concerns, and has attempted to contact you by phone to work our a solution that benefits you most. Ms. B[redacted]ill continue to attempt to make contact until your situation is resolved. In the meantime, if you have any questions or concerns, please do not hesitate to contact me and I would be happy to work with both you and the store manager. W[redacted]Customer Service Supervisor[redacted]@guitarcenter.com

Review: I pre-ordered a Line 6 Helix on September 15th. I received emails every couple of weeks stating that my item was still back ordered and would ship as soon as it was received from the manufacturer. They would place temporary holds on my card to insure funds were still available. Right before my item was due to ship I logged in and noticed my shipment had been cancelled. I contacted them immediately about the error. I was informed that my order was simply old and was cancelled due to age. I received no warning that this would occur. I spoke with a K[redacted] and he told me I had to replace my order and he would get me back into my spot in the queue. He said my item would ship out that Friday. It did not happen. I sent two Emails to K[redacted] asking about my order with no response. I then chatted again with an employee. He told me there was no way for them to do that and that I was just going to have to wait that they did their job by honoring the price I had on the item. I was told I would just have to wait and that there was nothing they could do to fix their mistake. It would "just take longer to get it if I cancelled my order". As a customer that has spent thousands with this company to receive this horrible level of customer service is appalling. I ordered September 15th. My expected ship date was Oct 12th. It was then pushed to early November. Then Late November. Those delays were manufacturer based. Now it would have shipped to me the first week of December if they had not cancelled my order. They now expect it to ship late January because they screwed up. It is unacceptable.Desired Settlement: I would like my item shipped immediately or to be compensated for the complete failure on their part to take care of their customer. It has cost me time having to contact them on multiple occasions to try to give them a chance to resolve their mistake. In their failure to do so they have done nothing but cause more aggravation and frustration. It is unacceptable to lie flat out to a customer and promise that a problem is fixed when it isn't. I have spent thousands with this company.

Business

Response:

Dear Mr. Nicoll, Thank you for bringing your concerns to our attention. I sincerely apologize for the inconvenience you have experienced with your recent Guitar Center order. After reviewing your account, I do see that you placed an order for the Line 6 Helix on September 14th. Since this was a preorder item that we had not received yet, you were sent a "Backorder Notification" email on the same day that the order was placed. We continued to send backorder notification emails every few weeks. After 30 days we are required to ask for permission to keep a customer's order per Federal regulation. On October 14th, you were sent an email informing you that if we did not hear from you within 14 business days, we would assume that you could no longer wait for your order and we would cancel it. On November 18th we sent another email requesting that you contact us and provide permission to keep your order. We did not hear from you, which resulted in the cancelation of your order.The Line 6 Helix is a very popular item and the manufacturer is still working to fulfill our order with them as quickly as possible. If you would like to replace your order you may do so at your earliest convenience. If you have any other questions or concerns, please do not hesitate to contact me. Whitney ColónCustomer Service [email protected]

Consumer

Response:

Review: 10988158

I am rejecting this response because:

Review: My name is Z[redacted].I purchased several items from Guitar Center in Castleton, Indiana in 2014. While shopping, the sales person offered a special interest free credit line for purchases I made on two or three occasions. She encouraged me to purchase all the equipment I needed by a certain date because the promotion was scheduled to end soon. I filled out the credit application and completed my purchases expecting no interest to be charred on the account for the first 18 months. Since making these purchases I have been making timely payments until July, 2015 when I logged into my account and found roughly $150-$170 charged in interest. I immediately contacted citi bank or cap one which was the bank who offered the credit line/customer service on the account. They advised me that changes and or credits could not be made to the account directly by customer requests. They instructed me to contact the store to place such requests. I immediately contacted the store on 3 occasions, in order to have the interest charges corrected. I was never able to speak to a manager but did get through to the assistant manager, who validated that the interest should not have been charged to my account until the 19th month and assured me that he would call the creditor and have the charges removed. I told him that I would not make payments on the account until I see the billing issues resolved. The interest was never taken off the account, I continue to receive late fees and interest charges and today received a call from a collection agency. I have A1 credit and have never missed a payment or made late payments other than this small credit account. Also - this first account appears to have been bought out or taken over by a new bank - Synchrony Bank and now I cannot see all the transactions, purchases, payments and late fees applied since day I opened the account. It makes it impossible to review all the statements and charges.Desired Settlement: I demand all late fees and interest charges removed from this account and be compensated for the 8 hours of personal time. Any record of the debt being sent to a collection agency must be removed and I plan to pay in 3-4 monthly payments and close the account. I will take legal action against guitar center as a store for fraudulently offering 18 months of interest free financing if they do not resolve the issue. I will also seek payment for attorney fees and any personal damages-credit collection

Business

Response:

Dear Z[redacted], Thank you for bringing your concerns to our attention. I sincerely apologize for the difficulties you have experienced with your Guitar Center credit card. I am currently in the process of working with Synchrony to resolve your concerns. We are attempting to make adjustments to the interest rate on your account, and remove the accrued fees up until this point. I will contact you with any updates I can provide. In the meantime, if you have any other questions or concerns, please do not hesitate to contact me. W[redacted]Customer Service SupervisorW[redacted]@guitarcenter.com

Review: The Scarlett 2i2 is an excellent value as it includes a decent sounding audio interface and a quality plug-in software suite. I purchased the Focusrite Scarlett 2i2 on December 25, 2011 from the guitarcenter.com. The product was described as used and as such was 30% off. The item arrived today, December 29, 2011 in excellent physical condition and works as described. However the Focusrite Scarlett Plug-In Suite is missing. I called the national customer service number, after locating my order I was told I had to resolve this problem by contacting the store. I contacted the store and was promptly told to resolve the problem by calling customer service (both people I spoke to were more than willing to provide the number I needed to call!). I just want my software!Desired Settlement: See Complaint Text

Review: I purchased a Roland KC550 Keyboard Amp with Pro Protection coverage on the product. In over 2 1/2 months of trying to get a resolution I was told it was cheaper to give my money back than to honor the warranty repair as purchased. I purchased the item on a discount and now can't purchase the same item with the money refunded. I will be forced to pay several hundreds more to get a comparable replacement. They also kept the money for the warranty purchased that they failed to honor. I called the warranty company 7 times, spoke with the customer service manager, T[redacted] at the store twice in person and twice on the phone. They have failed to honor the warranty sold and to follow through on communicating with me.Desired Settlement: They should either fix the product or replace it with a comparable product that works. I bought a working keyboard amp with warranty coverage. I should not have to pay more money to continue to have a working product.

Business

Response:

Dear Mr. A[redacted], Thank you for bringing your concerns to our attention. I sincerely apologize for the inconvenience you have experienced with your recent Guitar Center order. I am currently working with the store whom originally assisted you. I have made contact with the customer service manager, and together we are working with our warranty company to ensure that your product is taken care of. Either myself or the customer service manager will contact you with our resolution and instructions. In the meantime, if you have any other questions or concerns, please do not hesitate to contact me directly. W[redacted]Customer Service [email protected]

Consumer

Response:

Review: 11005609

I am rejecting this response because: the service manager was unable to do anything more to resolve my issue. I am waiting on a response to the email I sent back in a reply.

Regards,

[redacted]

Business

Response:

Dear Mr. A[redacted],Earlier we discussed a solution via email, that I believe may best suit your needs. I have spoken to the store manager, Alana at our Tucson location. Alana will be contacting you by phone to act on our solution. In the mean time, if you have any other questions or concerns, please do not hesitate to contact me. W[redacted]Customer Service Supervisor[redacted]@guitarcenter.com

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 11005609, and find that this resolution is satisfactory to me. I went to the store and manager T[redacted] was able to bring a satisfactory resolution.

Regards,

[redacted]

Review: GuitarCenter.com has failed to fulfill their end of a purchase agreement. GuitarCenter.com posted a Gibson Les Paul yesterday for $599.99 and I bought one. By following the Guitar Center.com steps to completing their checkout process I received my order confirmation at 11:15A (EST) on April 4, 2014. At 4:00P (EST) I receive an automated email, which I have retained for my records, from their customer service indicating, "Unfortunately, due to the great deal these items sold out and we do not have inventory to fulfill your order." However, the deal still remained on their website. A purchase agreement, also knows as a form of contract, has been breeched by GuitarCenter. As a customer, the receipt I received upon completing my purchase on their website was a purchase order or a contract. This is not the only time this type of issue has made itself present. This is the second time in the past year that I have ordered a guitar from GuitarCenter.com and they have come back later to tell me the product isn't available. I let the first instance "slide" earlier this past year, but sadly after this latest incident I am tired of being treated in this manner. I reached out to their customer service and they weren't able to honor their website deal or provide me with a similar model for the price. I explained that I shouldn't have been able to purchase the guitar from the start through their website if there wasn't enough stock on hand. Nowhere on the website was there any information provided to the customer regarding "rain checks" or "stock policies". It is poor customer service and business practice to not honor this publicly advertised deal or completed purchase. It is not the customers fault, and the customer should never be penalized, for an oversight or a mistake made by a business.Desired Settlement: I would like to have it replaced by the same or similar model.

Business

Response:

We ended up placing an order for the guitar in question through Guitarcenter.com. Customer was satisfied with the resolution.

Consumer

Response:

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,

Review: I dropped off a vintage handmade collectible gibson guitar. When I dropped it off, the guitar played nicely, had great action, and was fully functional. I had recently purchased it off CL for a grand and just wanted it professionally setup and inspected. The guy I purchased it from knew I was having it setup at guitar center. He called the store and told them I still owed him money in an attempt to scam me and get the guitar released to him. Guitar center then called me and said I need to come pick up my guitar. Upon arriving, I was escorted thru the store like a criminal, and watched by 2 employes the whole time as if I was going to try robbing the store. The guitar was in sorry shape. The repair tech ([redacted]) had stopped the job halfway thru. The bridge was not even fully bolted down, but he put strings on it, so the bridge ripped out of the guitar, tearing wood along with it. Prior to that, due to the bridge incorrectly and lazily installed, the guitar had 0 action. Also, now none of the electronics on the guitar are functioning. I took the cover off the electronics to find that the wires had all been cut from the hardware and left dangling in the guitar. I am outraged that my guitar was returned to me in the state it was in. Guitar center told me, "Due to him calling, we are unable to handle this guitar." So basically, they took my guitar, dismantled it, made it unplayable, and gave it back to me. All due to an outside party who had no business or any relevance with guitar center.Desired Settlement: my guitar repaired correctly at guitar centers expense.

Business

Response:

The store has contacted J[redacted] and invited him to come back into the store for a free set up. J[redacted] is on board and appreciated the offer.

Consumer

Response:

Review: 9813565

I am rejecting this response because:

They did call me, and I had to make 2 more trips into the store. they reassembled the guitar and gave it back to me. it still plays worse then when I first brought it in. They didn't "set it up" they just reassembled it the correct way. The guitar has massive fret buzz on every string and has horrible action. I still have to take it to another shop to get set up because clearly guitar center just wants to do enough to shut me up, not actually set my guitar up like I brought the guitar in for. Orginally when I brought it in they were going to set the action, set the correct intonation, reinstall correct pot knobs, and get the guitar ready to shred. None of that was done. The claimed to be authorized and trained Gibson repair and setup...but the way they have treated me and my vintage gibson, I will never take a guitar there again, let alone a high end vintage guitar, and I know my hard earned money is better spent elsewhere.

Regards,

Review: I purchased a used 100W 2x12 Kustom guitar amp Thanksgiving weekend. It worked for two weeks then crapped out. The amp is still under warranty so was returned to Guitar Center for repair. The amp hasn't been seen or heard from since. I get a lot of head scratching, shoulder shrugging, and apologies, but no information as to when the amp will find its way back to me.Desired Settlement: See Complaint Text

Review: Guitar Center did not honor the advertized price for M-Audio DSM1 Speakers.

The Guitar Center Web Site advertized M-Audio DSM1 Speakers for 179.99, originally 649.00.

I spoke with 4 employees, including a weekend manger that saw the same advertizement. I was told I would have to wait for a manager to approve the sale.

I waited 4 days with no return call. I called back on the 4th day and finally got a manager, Mark Holey, who said that he would not sell the speakers at the advertised price. He did see the add, and confirmed with the 4 employees I spoke with, but the price was to low, and he could not sell them at the stated price. He also could not find in his "System" the speakers at that price.

Another confusing issue was, the headline said Monitor Speaker. The photo description had pictures of 2 speakers. It is unclear if this is a set of speakers or just one.

I did speak to the area manager, Ben Givers. Ben did spoke with employees and confirmed the price. Ben apologized but confirmed that Guitar Center could not sell the speakers at that price.

Email to Management:

Mark,

Thanks for getting back to me yesterday. I understand you are checking with your staff to understand the pricing on the speakers. I was a little confused because it is pretty clear.

I do understand you are checking with your IT department and GC.com, but I think it is pretty clear that GC had the DSM1 speakers by M-Audio on sale for the 179.99.

This can be "Corroborated" by the 4 employees I spoke with:

Erika Lewellen - Corporate

Nicholas Moran - San Jose Store

David (Weekend Manager) - San Jose Store

Seth Watson - Oxnard Store I called Oxnard first because it was the first number Erika had given me.

Erika had told me that the speakers were out of stock in the warehouse, and that I would have to contact individual stores in order to get them.

Each of these employees saw the same sale on the same speakers on the GC web page. It sounds like, when you mentioned, "How many of you guys are there" that others had seen the same sale page.

I wanted to ensure you had a copy of the law that refers to advertising and pricing, below is a copy:

12024.2. (a) It is unlawful for any person, at the time of sale of

a commodity, to do any of the following:

(1) Charge an amount greater than the price, or to compute an

amount greater than a true extension of a price per unit, that is

then advertised, posted, marked, displayed, or quoted for that

commodity.

(2) Charge an amount greater than the lowest price posted on the

commodity itself or on a shelf tag that corresponds to the commodity,

notwithstanding any limitation of the time period for which the

posted price is in effect.

(b) A violation of this section is a misdemeanor punishable by a

fine of not less than twenty-five dollars ($25) nor more than one

thousand dollars ($1,000), by imprisonment in the county jail for a

period not exceeding one year, or by both, if the violation is

willful or grossly negligent, or when the overcharge is more than one

dollar ($1).

(c) A violation of this section is an infraction punishable by a

fine of not more than one hundred dollars ($100) when the overcharge

is one dollar ($1) or less.

(d) As used in subdivisions (b) and (c), "overcharge" means the

amount by which the charge for a commodity exceeds a price that is

advertised, posted, marked, displayed, or quoted to that consumer for

that commodity at the time of sale.

(e) Except as provided in subdivision (f), for purposes of this

section, when more than one price for the same commodity is

advertised, posted, marked, displayed, or quoted, the person offering

the commodity for sale the lowest of those prices.

(f) Pricing may be subject to a condition of sale, such as

membership in a retailer-sponsored club, the purchase of a minimum

quantity, or the purchase of multiples of the same item, provided

that the condition is conspicuDesired Settlement: I would like the speakers at the advertized price. I do think, due the photos, it should be both speakers at the advertized price, but I do understand that this is a great deal either way.

Business

Response:

We have thoroughly looked into this matter and have concluded that we have never advertised the price of $179.99 for a single or pair of new DSM1 speaker(s) online. We would be happy to work out some sort of deal on a different set of monitors for the customer and have left multiple messages for the customer to contact us. We hope to hear back soon so we can help further.

Chris Golen

Guitar Center

Customer Service

###-###-####

Business

Response:

I have spoken with Craig and have apologized for the misleading ad. This price was a mistake from the beginning and should never have been posted online regardless of it's origin. I've offered to work with the consumer on a future purchase and get him hoked up with a great deal. I've also shared the consumer's comments with the store manager as well as the District Manager.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID 9518400, and find that this resolution is satisfactory to me.

Thanks Chris,

Regards

Deceptive Advertising. Labor day Sale coupon of %15 off on one $299 item excludes almost everything in store. There was one guitar, one Banjo and one bass in the whole catalog that qualified for use with the coupon. I sent an email to the company which was glossed over, with no admission to the fine print truth.

Review: On November 23, 2013 I purchased the book Play guitar today for $19.95 with a guitar and other various items totaling about $430.00, on November 27, 2013 I purchased the book Guitar chords plus and a guitar chords chart ( totaling $17.94) In a few days I decided not to play the guitar and went into the Eugene store to return my items, they accepted all but the books and told me that they don't take returns on books because they can so easily be copied; it is no secret that all of the information in the books is free online and anyone who wants to make copies does not need a book to do so, Some people would rather just pay for a book to have one in their hands. To not let a person return them because someone somewhere may make copies is just an excuse to keep money that does not belong to them, and it makes people guilty instead of Innocent until proven guilty. Obviously I am complaining on principle and not the amount of money but Please return my $37.89 plus enough money to buy a large protective envelope and shipping charges to the address of your choice ( I don't live near the store). Thank you, [redacted].Desired Settlement: $37.89 Plus packing an shipping costs.

Business

Response:

Customer has been contacted and the guitar chords book has been returned. The customer is very happy with the outcome.

Review: I placed Order #[redacted] which was an admittedly excellent price on a close out item. The credit card was charged and a confirmation email was received. The order was cancelled the following day with the explanation that the system had allowed for more orders than were available. I was offered a $20.00 credit on a future purchase. Later the same day the Guitar Center Website displayed the same guitar as being available still but was listed with the original price which is contrary to what the cancellation email stated. I spoke with a sales representative that was very nice and tried to accommodate me named Alex. His best offer was $230.00 more for a lower quality product. He offered me a comparable product for just under twice the cost of my initial item purchase price. I feel that I should be offered a much better discount given the situation especially when considering the fact that many others were in fact much better accommodated. For examples of this please follow the following link: http://slickdeals.net/permadeal/117508/guitar-center---gibson-2013-les-paul-stud...⇄ am not expecting the same exact deal but I would expect to be met a little closer to the original price. I appreciate your consideration and hope that we can come to an agreement.Thank you,[redacted]Desired Settlement: A better offer than was was already given on a different comparable item.

Business

Response:

Situation has been resolved and the customer is very happy with the outcome.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10064521, and find that this resolution is satisfactory to me.

Regards,

I would like to pull my previous complaint. The supervisor did contact me again after my experience and apologized. He offered me a gift card, which was very nice. I feel much better about the experience after speaking with Andrew again. He was very professional and apologetic.

Review: Musical Equipment to sell.

1st pc. of equipment was a bass amp, but was not able to sell because of a defect.

2nd pc’s of equipment:

1. Peavey Triflex III powered PA cost $899.00.

2. ProFx 12 mixing board cost $276.00.

3. Shure wireless combo BLX288/PG 58 cost $549.00.

(Still in its’ original box)

Item 3 is in question. This item was put on hold, in other words, I had placed it on a mixing console stand, because during our negotiation the sale rep had made it clear to me that could not accept used mics. Sale rep Matt E.

So we proceeded to negotiate on items 1& 2. However, after a brief negotiation the sale that was given was not to my satisfaction. So I then decided to reload the equipment on to my utility truck again. Unfortunately after I’d returned home to unload I discovered that I had left item 3 where I had originally put it. Thereafter, I returned back to the store with hopes of retrieving item 3, spoken to Matt E. who was aware of me bringing the mics to the store.

He had summoned someone (supply manager) to see if someone had put them up in stock by mistake, By to N/A.

I then spoken to sale rep “[redacted]” who I know personally. My telephone number has exchanged. Then I decided to call store manager Luke P. He stated that the store doesn’t have a surveillance system, but that he would look into the matter.

On 9/16/14 I then decided to call the main office in California and had spoken to [redacted] who stated that he would look into the matter and give me call back but no response. On 9/18/14 I decided to call Mr. [redacted] again but no N/A to his story.

I strongly believe that a surveillance would show this accusation. If investigated. I am requesting the return of item 3 or on what paid for it. $549.00.Desired Settlement: I am requesting the return of item 3 or on what paid for it. $549.00.

Business

Response:

The store has been extremely diligent in their efforts to locate said missing item. They have searched high and low throughout the entire store as well as conducting inventory audits on similar units they have in stock. They will continue to keep an eye out for this particular item and will notify the customer immediately should it show up.

Review: I purchased a new Yamaha f335 guitar from their website for pick-up at the Springfield Store. I received an email indicating it was ready the next morning and I also called for verification. I spent an hour at the store, learning that they only had a used display model, that they could give me in a random box without any packing materials. I told them I paid for a new guitar to be used as a gift, and when wouldn't make good, I received my money back.Later that day I saw that the same guitar I had purchased for $89, which they didn't have, was listed as available at the same Springfield for $139.99. I can't help but think that the Springfield store had the NEW guitar I purchased, but didn't want to honor the sale. Rather than honor their contract, and provide the guitar, they preferred to sell it to someone else for more money. It sounds like a Bait and Switch, where they advertised the one product they had no intention of selling, hoping I'd either take the demo or buy something else.I did follow with them 2 days ago with a complaint, and indicated I would complain to the Revdex.com. The complaint was under Support Ticket # 1819476. I have yet to hear any response.Desired Settlement: I will go out and buy a guitar this weekend. At this point, I've already wasted an hour of driving (30 minutes to store and back), a frustrating hour in the store trying to pick-up the guitar and eventually getting my money back.Today is Wednesday. The only settlement at this point I'd consider would be by Friday to get the guitar with something additional for the trouble they've caused, e.g. bag/starter kit. Otherwise, I'd rather buy the guitar from a reputable store.

Business

Response:

We've reached out to the customer and apologized for the inconvenience. I've issued the customer $50.00 in eCertificates/credit for a future purchase valid through February 2014. I've also forwarded the customer's comments over to the management team at the store to ensure proper followup and training with the associates involved.

Review: A [redacted] was brought into the store to be repaired on 01/29/2013 no paperwork was provided with instrument when the instrument was returned. I was mailed the exchange paperwork and it was received on 07/19/2013 when I received the paperwork upon reviewing I realized that the signature was not mine. I brought it to the attention of company, I was told that no one there signed my name to it and to check with my husband. I called the company back and I was told that there was nothing they could do about it. I can prove that it is not my signature. I told company that I would return the instrument for a full refund and I was told that I could return the instrument but I was not getting a refund. I believe that my signature was forged and I don't think I should be held accountable for someone forging my name. This is not the first time I had a problem with this company. It took 3 months to issue a credit for an exchange that I did authorize.Desired Settlement: I will return instrument for a full refund as I stated to company. I want a complete refund and I will take my business elsewhere.

Business

Response:

The customer was given proper exchange documentation before leaving the store on 01/29/2013. We've conducted a thorough investigation and have concluded that the signature was not forged by an associate at the store. The customer is also claiming that there daughter has not used the instrument since January because the viola didn't play right. The store was never contacted about the issue and the customer continued to make payments despite her daughter not using the instrument. They also claim that in their contract it states "if at anytime you're not happy with the instrument, you can return it for a full refund". Such verbiage does not exist anywhere on the Music & Arts rental agreement that was signed by the customer. The customer may return the viola to their local store if they wish however they will not be receiving a refund. The customer has refused to work with Guitar Center or Music & Arts and has threatened to contact the attorney general as well as the local media.

Business

Response:

Review: Ordered 4 drum heads of the same type. Took about two weeks for two of them to come in. I called at about the 3 week mark to see when the other two would come in. I was told they would ship on the 7th. After my order status wasn't updated I called back. I was then told that they could not get that product anymore and that I would not be shipped my item. I was told that I would get a refund but have yet to receive it and keep getting told to wait another day each day I call. Now I have two heads on my drums that don't match, and they will not accept a return on them. If I had known that they couldn't deliver what they offer on their site I would have never ordered the these particular heads. Now I am stuck with two heads that do not match the rest, and am out almost a 100 dollars cause they will not refund my money on the products that were never delivered.Desired Settlement: I would like my money back on all 4 heads so I can purchase a matching set. Either that or the product that I have already paid for. (evans ec reso 8, and 16 inch)

Business

Response:

I've spoken with Joseph and he's confirmed that the charge of $36.42 has been refunded back to his account. For his troubles we have provided him with two eCertificates totaling $35.00, which will cover the total cost of the merchandise he purchased.

Review: I placed an order for some vinyls for my boyfriends birthday back in November. It was a total of $53.41 for the set of vinyls. I was checking my credit score this morning and saw I was sent to collections. I contacted them immediately and that is when they notified me of Guitar Center saying I had a balance with them. I am extremely upset because I've worked hard to maintain my good credit and now this is going to affect it when I have proof the payment was taken from my account. I have sent the collection agency my statements hoping the matter gets resolved as soon as possible. I never received a statement from Guitar Center or the collection agency which is why I am even more upset. I have contacted Guitar Center and have yet to hear from them regarding the situation. I will never purchase from Guitar Center again especially with their horrible customer service.Desired Settlement: I would greatly appreciate if this is corrected as I do not want my credit score to be affected or for a bill to become even higher with interest. I will send any documentation needed.

Business

Response:

Thank you for bringing your concerns to our attention. I sincerely apologize for the inconvenience you have experienced. After reviewing your account, I do see that you placed an order on November 18th, 2014 for a pair of Performance Series vinyl's. On November 24th, we received a phone call from you explaining that your order had never arrived despite the tracking information confirming delivery. At the time of your phone call, we issued a trace through the shipping carrier, and released a new order to you at no additional cost. The trace through UPS came back as a closed case, as they had contacted you at the telephone number on file (###-###-####) and you had acknowledged receipt of the original package. Based on the information that UPS provided, you had the original order, valuing $53.41 as well as the replacement order in your possession.Guitar Center attempted to contact you by phone on March 11th, 17th and 23rd of 2014 and did not receive a response to our calls. Following the phone calls, we sent a 30 day warning letter on April 4th, and still did not receive a response back. Unfortunately, with no response to our communication attempts, your owed balance was turned over to our collections agency, C[redacted] and W[redacted]. At this time, Guitar Center is unable to remove the balance from your account, as it has been transferred. You will need to contact C[redacted] and W[redacted] for further assistance. They can be reached at ###-###-####.If you have any other questions or concerns, please do not hesitate to contact me. W[redacted]Customer Service Supervisor[redacted]@guitarcenter.com

Review: I purchased 2 Adam A7X speakers at $1400, including a warranty, with a order totaling about $4000. At the time of my purchase the speakers weren't available. I was told they would order them in and contact me. I had my staff pick up the equipment that was waiting for me and noticed the speakers were missing. I contacted the store and they told me they sold the speakers after I didn't pick them up. I was very upset because they were fully paid for with a warranty. They never contacted me. I spoke with the Manager that was on duty and she stated the merchandise was sold and they were holding my refund. I am even more confused now because my staff picked up the merchandise that I purchased and we were never informed that some of the merchandise was sold twice and they didn't present the refund to anyone. I am in the process of opening a recording studio and the reason that I made these purchases is because I need it for my grand opening. The purpose of purchasing these items and paying for them upfront is that I needed them. The Manager said that they were sold because they weren't picked up within a 2 week time frame. Well, I would think this would have been told to me at the time of purchase and prior to selling merchandise that has been paid for, the owner should have been contacted. The Manager, M[redacted], has spoken with me on several occasions for all of my audio needs and this was never mentioned.Desired Settlement: I would like for them to provide a complete replacement of the items I purchased.

Business

Response:

Dear Mr. J[redacted], Thank you for bringing your concerns to our attention. I apologize for the inconvenience you've experienced with your recent Guitar Center order. After a bit of research into your account, and contact with Mr. T[redacted], it appears that you have received a replacement order. You order was placed on Tuesday, May 26th for the Adam Audio A7X Powered Studio Monitor (qty 2). We discounted your order as an apology for the previous issues you had with your order. Mr. Thompson confirmed that your order was picked up from the Bridgeton store #342 on Monday, June 1st at 2:42pm. At this time, it appears that your desired settlement has been made, and you have received the original items that you purchased. If you have any other questions or concerns, please do not hesitate to contact me. W[redacted]Customer Service SupervisorW[redacted]@guitarcenter.com

Review: After my guitar had a break in the wood I contacted guitar center and was referred to the warrany center I had questioned the validity of this warranty on several occasions and was first told it was a lifetime that covered everything. then I was told it was the lifetime of the guitar.its been my experience that this is a very wide timeframe and I know of guitars over 75 years old.. now that I have a problem with mine im told it was just for 2 years..i've bought more products from them and on the date of purchase I was told its a lifetime warranty. it seems the warranty varies with whomever you are talking to at the time. the person in the warranty department said they are not responsible for what their associates tell customers however I strongly disagree with this stand as the associate is the first person a customer deals with regarding a company.Desired Settlement: See Complaint Text