Guitar Center Inc

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.

Horrible service. Ordered a guitar May 24, 2016 from the online site because they have no store close to where I live. Estimate they would have it in from manufacturer was June 13 2016. Emailed them on June 14 to get an update get told it is still on back order and will be latest on the order list will get fulfilled first. Next date for more to be in first week of July. I send them another email asking for an actual date when I will receive my purchase since they took my money for it back in May when I placed my order. Now get told July 23 is next estimate they will get some in from manufacturer. How is this company in business when they don't know supply and demand?

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10206982, and find that this resolution is satisfactory to me.
/>
Regards,
[redacted]

Dear Mrs. B[redacted],
Thank you for bringing your...

concerns to our attention. I sincerely apologize for the difficulties your son has experienced with his recent Guitar Center order. I would be more than happy to look further into your concerns. Unfortunately, I am unable to locate the order with the information provided. If possible, could you please provide your sons order number or the account details that the purchase was made under? If you have any other questions, please do not hesitate to contact me.
W[redacted]
Customer Service Supervisor
W[redacted]@guitarcenter.com

Dear C[redacted],
Thank you for your response. At this time, Guitar Center has processed a refund for the Antares Auto Tune 8 Native Software download. We sincerely apologize for the difficulties you have experienced. You should see the refund of $299.49 process to your original payment method within 3-5 business days.
In the future, please understand that software is typically nonrefundable due to copyright laws. We have made an exception as a onetime courtesy, but any further software difficulties will require that we attempt all troubleshooting opportunities before we can offer a refund. If you have any other questions or concerns, please do not hesitate to contact me.
W[redacted]
Customer Service Supervisor
W[redacted]@guitarcenter.com

"Terrible policies. Their "REPLACEMENT" plan is really only a return postage to manufacturer plan BEWARE deceptive wording!
Also be aware that, if You talk to 6 different employees, You're likely to get 3 or, 4 different answers.
We were told by employees at their SE Denver, CO. store that We'd most likely be given an e-check refund on Our product.
I just wanted a non-defective replacement!!
Their "REPLACEMENT" plan administrators; however, wanted "ME" to get an RMA from the manufacturer and they'd pay return postage to the manufacturer only.
I could have done all that without GC!
One of their customer service reps. had the nerve to offer a refund of the replacement plan!! - duhhhh.
When I suggested they change the name of the plan from REPLACEMENT to paid postage plan they weren't too happy."

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10149933, and find that this resolution is satisfactory to me.
I am very please that the matter was resolved . Overall it was a confusing with which company handles the claim . I'm very please to be directed in the tight direction . Also would like to closed this case for the excellent accommodate on behalf of guitar cent and alto service Mr. [redacted] . 
Regards,
[redacted]

Complaint: 10988158
I am rejecting this response because:
The issues is still not resolved. Their response requested that I send them screen shots directly. I have sent them directly to W[redacted]@guitarcenter.com as requested in their response.
Regards,
M[redacted]

Dear Mr. H[redacted],
Thank you for bringing your concerns to our attention. I apologize for the inconvenience you have experienced with your recent Guitar Center order. I have contacted the manager at the Sherman Oaks Guitar Center in an attempt to get this matter resolved. The manager will...

be refunding the difference of $29.99 for the Big baby Taylor, as well as the full amount of your GC Bucks. If you have not received contact yet, you should be hearing from the store manager directly. If you have any concerns with the refund process, or the steps we are taking to get this resolved, please do not hesitate to contact me.  
W[redacted]
Customer Service Supervisor
[email protected]

We have tried contacting the customer via phone and email and he has not replied back. We're aware of the situation and are willing to do whatever we can to rectify the situation. The customer can contact us directly at 818.735.8800...

ext.2601
 
Thanks, 
 
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10023583, and find that this resolution is satisfactory to me.
I have returned the guitars listed in the complaint to the Syracuse store and the guitar stand was replaced with another.  I have also been refunded the shipping cost of the Jaguar.
 
In addition I am still waiting to be refunded the shipping for the Jay Turser Tele (sold as a Telecaster, a trademarked term, which the guitar is not) and as Guitar Center mentioned I am still awaiting the replacement guitar.  
 
 
Regards,
[redacted]

Dear Mr. R[redacted],
Thank you for bringing your concerns to our attention. I apologize for the difficulties you have recently experienced with Guitar Center. After reviewing your account, I see that you placed an order for a used condition Fender Deluxe Reverb 22W 1X12 Tube combo...

amplifier on August 7th. This purchase was during our “Big Payback” promotion and would have qualified for $160 GC bucks. I also see that you returned the Fender Deluxe on August 18th, which should have voided any pending GC bucks. It appears that you were mistakenly provided with an ecertificate, and returned to our LA location to purchase two whampler effect pedals, later returning one. Unfortunately, you would not receive the GC bucks originally used to purchase the pedals, as the item was returned for credit and was not exchanged for another item. Additionally, per the information you have provided, you returned the pedal after the GC bucks promotion period had ended, so any returned GC bucks would have been expired at the time of your store visit. I have provided a link below to review the Guitar Center "Big Payback" promotion details.
http://www.guitarcenter.com/pages/GC-Bucks.gc?rel=email&source=4TP5HDBA
If you have any other questions or concerns, please do not hesitate to contact me.
W[redacted]
Customer Service Supervisor
W[redacted]@guitarcenter.com

The Covina store processed a return for the customer on 01.28.14 and the customer used the funds to purchase some new tuners that worked for his guitar.

As for new gear they have great deals but a recently purchased used amp in "excellent" condition turned out to be very dirty, the on light did not work and the sound would go up and down. I have called several times and was told the store manager from where it came in Palmdale, Ca from would call me. He only did call after I had called a 3rd time and he was called by customer service. I was told by customer service that this was a previously returned amp that the condition had not been updated to poor. As for a resolution I was told he would refund it and also refund my shipping which should be a no brainer. I was also told he would take 15% off a new amp. Big deal, I get the 20% off coupons all the time and the time I will waste going to a store to return it isn't worth it. Save yourself some trouble and shop elsewhere if you are looking for used gear.

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

Complaint: 10651399
I am rejecting this response because: The business' response does not address the actual complaint.  The dispute is that the business did not issue a full refund...

according to their very own policies and procedures as illustrated in the supporting documentation forwarded with the complaint.  The business needs to address this issue and needs to refund the full amount due.
Regards,
D[redacted]

Revdex.com:
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, [redacted]

Dear Mr. T[redacted],
Thank you for bringing your concerns to our attention. I sincerely apologize for your recent Guitar Center experience. After reviewing your claim, I contacted the East Brunswick store, and requested assistance from their management staff in getting this situation resolved...

for you. I spoke with Mr. Michael D[redacted], the store manager, and he informed me that he had attempted to contact you by both phone and email. According to my records, Mr. D[redacted] first contacted you on July 14th. The second communication was made the following day on July 15th, where Mr. D[redacted] requested additional information from you regarding your expierience in the store. On July 20th, Mr. D[redacted] left another voicemail message, but did not receive a return phone call. It is my understanding that your prefered method for communication is email, and Mr. D[redacted] sent follow up emails after each voicemail he left. I would be more than happy to get this situation resolved for you. Could you please provide details on the damage to your pedals; if the damage has caused functionality issues, could you please describe them? Any details that you can provide would be appreciated.
If you have any other questions or concerns, please do not hesitate to contact me.
 
Best,
W[redacted]
Customer Service Supervisor
W[redacted]@guitarcenter.com

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

Dear Mr. F[redacted],
Thank you for bringing your concerns to our attention. I sincerely apologize for the inconvenience you have experienced with your recent Guitar Center item inquiry. After reviewing your account, I do see that you spoke with a member of our management team regarding the...

purchase of a Yamaha MOF8 synthesizer. After reviewing the information regarding the 20% promotion, it does appear that Yamaha is part of our manufacturers exclusion list and chose not to participate in that particular promotion. Additionally, according to our records, the 20% promotion that you wished to redeem had expired on December 16th and was no longer active during the time of your purchase. This could have also caused difficulties when you attempted to place your order. I do see that you've attempted to purchase the Yamaha MOF8 multiple times. Though we are unable to discount Yamaha's products, we do carry many other brands of 88 key synthesizer's that you may be interested in . If there is another brand that you might be interested in, I would be more than happy to get you the best deal possible.
Again, I apologize for the inconvenience you have experienced. If you have any other questions or concerns, please do not hesitate to contact me.
W[redacted]
Customer Service Supervisor
[redacted]@guitarcenter.com