Guitar Center Inc

Review: I bought a keyboard from Guitar Center on 7/19/12 and purchased the 36 month pro coverage warranty. I sent my keyboard in for repair on 9/10/13 and was told on 10/9/13 that my keyboard was not repairable and I would be sent a gift certificate for the amount that I purchased the keyboard. I called right away and told them that I was not satisfied and wanted the original keyboard back. I got a call back today on 10/14/13 from a supervisor named Josh saying that they had already recycled my original keyboard and there was nothing he could do. So now my warranty is void, my original keyboard has been destroyed, and I am being sent a gift card that won't even cover the purchase of the same keyboard (because I originally bought it at a discounted price, so the gift card is only for amount of that purchase). All I did was send in my product to be repaired, and now I loose my $95 warranty and receive a gift card that is $100 too low to buy a new one?? I'm out almost $200 and would've rather just had the original keyboard back. At the very least my product should be replaced in full if they are going to void my warranty.Desired Settlement: I wanted my product returned to me, but since that is no longer possible I would like the product replaced including the 21 months that are left on the 36 month warranty.

Business

Response:

We have spoken with the customer and offered him a New Novation 61SLMKII for the original sale price of $495.00 plus tax. Customer has found this to be an acceptable resolution. The store manager at the Denver Guitar Center will maintain contact with the customer until the matter is resolved. The unit is currently being held at the store on a no money layaway for the customer.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9763245, and find that this resolution is satisfactory to me.

Regards,

Review: I entered into a contract with Guitar Center, Inc., on the date of 12/21/2015, for the purchase of a specified used musical instrument at a specified price. The purchase contract was entered into online and governed by the published terms of Guitar Center's purchase agreement. Subsequent to entering into the purchase contract, I received written confirmation from Guitar Center, Inc., that the online order was placed. I consented for payment for the purchase to be authorized and confirmed with my bank that Guitar Center charged my credit card for payment on the same date of 12/21/2015. Payment of $599 plus applicable taxes and shipping charges was provided to and accepted by Guitar Center, Inc., as consideration. Absent the contract for purchase, I did not consent for Guitar Center to make such claim to payment.

Following confirmation from Guitar Center, Inc. that the order was placed, I received notification from Guitar Center that the same item was placed on lay away by another customer. Guitar Center stated intent to not fulfill our contract at this time. I was not made aware at the time of entering into the contract that another party had made claim to the goods. Confirmation of the purchase was received and Guitar Center authorized charges for payment. I entered into the contract in good faith and I have explored remedy with Guitar Center. I consider Guitar Center, Inc. to be in breach of the contract for failure to perform. I consider the seller's obligation to be performance under the contract for delivery of the purchased good.Desired Settlement: My expectation is performance of Guitar Center, Inc. under the terms of the contract. I expect delivery of the purchased good at the specified price and under a reasonable time frame as defined at the time of purchase.

Business

Response:

Dear Mr. J[redacted], Thank you for bringing your concerns to our attention. I sincerely apologize for the inconvenience that you have experienced with your recent Guitar Center order. After reviewing your account, I see that you placed an order for a used 2007 Fender Mustang on December 21st. According to our records, your bass was purchased from the Madison Wisconsin store. In our Purchase Terms and Agreements, we specify that some of our products that are identified as "Hot Buys" do have limited quantities. Used items and close out prices may be limited to stock on hand and are offered on a first come, first served basis. Unfortunately, due to the used condition of the item you purchased, and the year in which it was made, the store that you purchased it from only had one item in inventory. Orders that are placed via our website do require processing time. When payment information is entered, we confirm the information with your bank, and once verified, your order begins processing through the store. During the timeframe that it took for your order to be verified, a customer physically entered the store and purchased the Fender Mustang. Since the item you ordered was no longer available, your order was canceled and the funds were released back to your original payment method. Unfortunately at this time, we do not have another 2007 Fender Mustang available in our inventory. If you would like to purchase a different bass guitar, I would be more than happy to assist you in selecting one that is very similar to the original bass. If you find another used item on our website that you are interested in, I would recommend contacting the store that has the inventory and speaking with a member of their team. By speaking with a representative, they can assist in placing your order and the inventory will be set aside for you. If you have any other questions or concerns, please do not hesitate to contact me. W[redacted]Customer Service SupervisorW[redacted]@guitarcenter.com

Consumer

Response:

Review: 11007490

I am rejecting this response because:

Review: hi I've layway a mackie swa 1521 z speaker. I paid another 50 dollars own it today total 100 dollars I called to get copy of balance they keep bouncing me around can't find item or payments worst guitar center I've ever had to buy from this whole day been a nightmare for me calling all day long got me with headache.wont ever buy from this store don't even trust no more.Desired Settlement: refund my money please total $100 dollars please help me Revdex.com thank you.

Business

Response:

We've reached out to the customer and refunded the $100.00 back to his credit card as requested.

Review: We purchased 2014 Les Paul Guitar and several other items and we wanted n Amphlier which all they had was the used floor model the sales person "[redacted]" told us if we took the used one that in a few days tey would get new ones in and we were to bring that one back and pick up one in the box. So in good faith we believed him. That was Aug. 31, 2014 so we waited and kept the amp in the car thinking we would get a call like the sales person told us no call came in to we went back to the store on Sept. 7, 2014. We talked to the customer service manager we proceeded to tell him we hadn't gotten a call about the amp. he looked it up in the computer and told us that "[redacted]" had never ordered one. so he said let me call another guitar center and see if they will send us one. they had one and he told us that it would be in 2-3 days and he would call us and email us. well needless to say we didn't hear anything from them so in Sept. 26, 2014 we went back to guitar center and ask them why we hadn't heard from them talking the the customer service guy that we had talked to previously and he told us he would have one for us in a few days. so we took the amp in the building and he told us he could not exchange it cause it smelled of smoke and I told himn it wouldn't have smelled of smoke if he had kept his word and called us when he said he would have cause we keep the amp in the car waiting for his call but we couldn't carry the amp in the car for fear someone would break in the car and steal so we had no choice but to take it into the house after a week of riding it around in the car.. We are very disappointed in the way we were treated and we will let everyone know that if they are in the market for musical supplies to steer clear of Guitar center..They DO NOT keep their word and they would have never called us of we had not gone back into the store.

Product_Or_Service: [redacted]Desired Settlement: DesiredSettlementID: Replacement

we want the new amp that we were told we would have if we took the floor model.

Business

Response:

The store has reached out to the customer and they're going to exchange the amp in question for a new one in box. Customer is happy with resolution.

Consumer

Response:

I wish to thank all involved in resolving this situation.

I have reviewed the response made by the business in reference to complaint ID 10244431, and find that this resolution is satisfactory to me.

Regards,

Review: On May 24,2014 I had an memorial day bbq when my speakers alto pro ts115w wireless music went out (went from loud to low) . I contacted guitar center concerning the issue they state since I didn't purchase the pro coverage I would have to deal with the manufacture company. I explained that when I purchase the speaker on august 29 2013 the sales rep didn't mention the coverage but told me I was covered up to a year warranty. the speakers has been used less then 10times so for a professional model speaker to malfunction within a matter of 7months ,there's a strong possibility the product was a lime. I contact alto several times in June 2014 twice mail / emailed, July several times same method . even was on hold for over 30minutes. I purchase these speakers from guitar center its been within the year product warranty and I feel im being token for a ride until my warranty expires. so I contact guitar center and spoke to a representative which couldn't direct me in direct to resolve this issue . theeres no way a speaker should stop working with in a matter of months , im not a dj I don't use the speakers for a business. guitar center guarantee me a year warranty on the product and that's all I want please .Desired Settlement: please help me; im not asking for a refund I just need a properly working speaker. I am only requesting the issue with the speaker to be fix or replace please. its about to be 4months with this issue . I have my receipt .

Business

Response:

I've put the customer in contact with the folks at Alto. Here's there latest update:

Review: I purchased a used Alesis dm10x electronic drum set. I bought it at the Independence Missouri store. I was talked into getting the Pro coverage warranty with it. When the unit stopped working I went to the store I bought it from and The kit work great for a few months then the kick drum trigger broke. I contacted Guitar Centers pro coverage department and the unit was sent off for repair. I got the unit back and it worked great for 2 days and stopped working. I contacted there warrenty center and was given autherazation to ship it off again for repair. I received the unit back on 5-27-14 and it did not work. I called there warranty line and was told the warrenty was void as it had an unautherized repair performed. I told the lady on the phone that she needs to find out what is going on. I was informed that a scotch tape repair was done by somebody and they wont do any repairs. I was told that my coverage was ended and im out of luck. I did get offered a refund and said I want all the money back as I should not get fully charged for coverage they wont handle. I was told its a prorated refund. I am not happy that im loosing money and some one they sent it to did a bad repair and im stuck with a broken item and lost money on the coverage. The only people who touched and opened that unit was the service places I was told to send the unit to. So I am out $89 for pro coverage and have spent $1200 for an unuseable item that they wont fix. The lady spouted off when I was talking about cancelling as I am in a legal contract, I told her if its so legal and important why are they not holding up their end of the deal. I was told If I wanted a partial refund I have to first show proof I bought the coverage. If im in the system its been paid for.Desired Settlement: I want the unit fixed and still have the coverage I paid for or a full refund on ALL coverages I have with guitar center including my 2 amps as they proved they dont honor what they sell. .

Business

Response:

We're in communication with the customer and are getting close towards a resolution.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10068616, and find that this resolution is satisfactory to me.

Regards,

Review: I have been dealing with this issue for a while now, and if it's not resolved I will take my business elsewhere when it comes to my professional DJ business.I purchased two ADJ Dekker lights through your company and included the insurance plan. The phone number on the account is ###-###-#### which is my old phone number. When the first light was dropped off to me it was dropped by the postal carrier and I called into the shipping company and they told me there was nothing they could do because it was not a guarantee that it was not working correctly because of them. Also the carried denied dropping the item. I called into Guitar center's customer service and they told me if there were any issues in the 24 months I had covered they would ship me out a new light. Well needless to say it does not work correctly. I called into customer service today and they sent me to another company. This company I guess runs the insurance, well they told me they can not cover it being dropped. So basically I am out $200. I think it's horrible that I was told that I could call them with any issue and it would be resolved easily and they would ship me out a new light, and now I'm being told that there is nothing that can be done. Also I purchased the 24 month coverage when it's a lie. I wasted money and my business is suffering because of it. I will not deal with a company that lies to paying customers.Desired Settlement: I would either like my money back or my light which was promised. I think I was scammed and it was wrong. I am a local DJ and this is my business. I am looking to purchase new items but I will take my business elsewhere if it's not taken care of. Scamming paying business owners is not cool.

Business

Response:

We are in contact with the customer and will be sending her credit for the damaged product.

Review: Six months ago we ordered a microphone from guitarcenter for over $400. They had a special that you would earn $20 in e-certs for every $100 spent. Based on our bill, we earned $80. After 4 weeks without receiving our e-certs we contacted customer service, they said wait a couple more weeks and contact them again. We did this several times until we contacted the store where we purchased the microphone. We where told they screwed up the paper work and we where out of luck.We contacted customer service to complain and they agreed it was an error and said they would issue us the $80 we where due. (This took several emails/phone calls to customer service). We finally got a response from [redacted] and she issued us our $80 e-cert. Three weeks later went tried to use the e-cert but it wouldn't work. We contacted [redacted] about the e-cert not working, She told us to contact customer support. After several attempts to customer support we got a response back telling us the e-cert was invalid and we where eventually re-issued a new e-cert from Matthew Humphrey. Three weeks later we tried to use the new e-cert without success. We once again opened a chat session with customer service and where told the e-cert was expired.We where never told of any e-cert expiration. Each time we tried to use the certificate within one month.I sent several emails to Matthew / [redacted] about the problem. The response I got back from Matthew was that they wouldn't send me another e-cert.Guitarcenter support has been horrendous. We have been in contact with customer service over 20 times via chat/email/phone trying to get this resolved, without success.We have run out of patience dealing with guitarcenter.Desired Settlement: Since they will not stand behind the advertised e-cert promotion I would like to return the product for a full refund.

Business

Response:

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

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10344842, and find that this resolution is satisfactory to me.

Regards,

Review: Back in May 2014 I signed up my daughter for guitar lessons at the Guitar Center in Southington, CT. After 2 month my daughter no longer wanted to be taught guitar. When I called the store they tried very hard in "retention" and now have charged me for 9 more lessons that we are NOT going to use. Please STOP charging my card, as I told you to do so but you keep charging me without my knowledge or approval.Desired Settlement: Refund me my $198 and STOP charging my card ever again!

Business

Response:

The customer's account has been closed and a refund was issued on 08.26.14 back to the customer's card in the amount of $198.00. The General Manager at the Southington, CT Guitar Center has left a message with the customer to contact him personally should they have any further questions or concerns.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10191406, and find that this resolution is satisfactory to me.

Regards,

Review: This is a financing problem regarding a guitar I bought over the phone from Guitar Center Nashville The Guitar Center website and the sale's rep I spoke with Jordon Jones promised me 0 per cent - 24 month financing on a guitar purchase if used my Guitar Center Capital one credit card. Guitar Center Nashville locationI ordered the guitar, a used Jackson Soloist SL@H Flame top green w/c over the phone with Jorden Jones in the Guitar Center Nashville location. The guitar was to shipped to a Orlando Florida Guitar Center for me to pick up on 09/12/2013. Order number [redacted].I pick up the guitar at the Orlando guitar center on 09/17/2013. Before leaving the store I confirmed with sales rep that I would getting the 0% -24 financing for the purchase of this guitar.On 10/30/2013 I receive a payment invoice from Capital one showing a $30.53 financing charge on the bill. I then called Capital one bank and they said the purchase I made was not under the 0%-24 month financing promo agreement. They advise me call the Nashville Guitar Center and ask them to submit the paperwork to to Capital One to correct the problem.On 10/30/2013 I called the Guitar Center Nashville store and spoke with Matt- a manager on duty.Matt said he would correct the problem and that I would receive a email from him and Capital one in writing showing that yes I would be getting the 0%-24 month financing and finance charge I paid would be creditedToday 11/07/2013 I receive a letter from Capital One bank saying that they have will notify me when a decision has been made?? I called the bank and again was told the that the guitar a bought was still under a regular purchase and not subject to promo 0%-24 month financing.Desired Settlement: Two options- the original agreement or a complete refund.To resolve this issue I would like get the 0% -24 financing for the guitar as I was promised. Also have any interest and finance charges credited to my account This was the original agreement.If their promise of 0% 24 month financing for this guitar does happen. I would like to request a full refund and return the guitar to Guitar Center.

Business

Response:

Customer has been sent an email from management at the Nashville Guitar Center, confirming that the financing plan for your purchase has been changed to 24 months interest free financing. He will also be receiving a confirmation letter from Capital One in the next couple days. The letter will show the respected 24 month financing term applied to his account. Any late fees or interest charges will be applied towards the principle balance.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9795165.

I would like wait and see a statement from Capital One bank showing that the original offer of 24 month 0 % financing is actually in effect and the interest charges have been credited to my account before closing out this matter out.

Regards,