Guitar Center Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 9916621, and find that this resolution is satisfactory to me.
The issue has been...

resolved.  Thank you very much for your help
Regards,
[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. After reviewing your account, I do see that you ordered the Powerpod 820/S710 PA package. After a bit of research, it appears...

that this portion of your order hasn't shipped due to a system error. I have reached out to our shipping team and requested that they manually pick, package and ship your order with next day air, free of charge. I have received confirmation from our shipping manager and your order will be shipping out first thing tomorrow morning. You will receive a shipping confirmation email once your order leaves our warehouse.  Since the order has been expedited, the tracking information will likely update with an ETA shortly before it is actually delivered. Orders that ship ground, receive tracking updates with each hub that the shipping carrier checks into. Since your order is shipping air, it will not update until it reaches the hub located in Indianapolis.Again, I am very sorry for the trouble you have been caused with your order. We are taking the necessary steps to control these sort of system errors in the future. At this time, if you have any other questions or concerns, please do not hesitate to contact me.
Best,
W[redacted]
Customer Service Supervisor
[email protected]

Dear Mr. R[redacted],
Thank you for your reply. When you contacted our customer service department to inquire about your guitar, you mentioned that you were informed that we were unable to get the original guitar you ordered. This information was correct, as the Paul Reed Smith P24 Tremolo Electric Guitar Black Gold Wrap Burst Rosewood Fretboard is no longer available. As I said in my previous response, this item was discontinued by the manufacturer and is no longer being produced; specifically the color option that you selected. When a manufacturer discontinues an item, they often times will ship the distributer any additional inventory they have in their warehouse and we will assist them in selling through the discontinued inventory. The item that was available during the time of your call was on another customers order, however, it was the only Black Gold Wrap Burst color that we were expecting in at the time. Our inventory is shipped to our customers in the order in which they were placed within our system.  Unfortunately since Guitar Center does not manufacturer P[redacted] guitars, we were unaware that we would not be receiving more of this guitar into inventory. This is the reason that your order was pending for some time. Once we received notification from the manufacturer, orders were no longer placed for the item. We do carry other P24 options. The option you mentioned in your response is priced differently because the color option is still part of P[redacted]'s guitar line.
Again, I sincerely apologize for the difficulties you have experienced with your order. The discontinuation of your color option was not a decision made by Guitar Center and we did not intend to cause any inconvenience to you. Due to the trouble you have been caused, we have offered to either apply one of our active promotions to our current P24 options or look into a different guitar that you would prefer instead. If either of these options appeal to you, please let me know and I will get you the best deal possible. 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. O[redacted],
Roman">
 
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 reviewing your claim and account, I do see that
we attempted to contact you by phone on Monday, August 10th, in an attempt to
get this situation resolved for you. We understand that the damage that was
caused to your original portable grand piano was out of both yours and Guitar
Center's control, and therefore, we processed a full refund of the item, with
no need to return it to us. Your refund was processed on Monday, August 10th.
 
As of August 13th, it appears that we received a
chargeback notice from your bank, in regards to your original order. Unfortunately, at this time, Guitar Center is unable to act on the rest of our resolution for you, as you have been refunded for the original purchase, and your bank is trying to collect on an additional $399.99. You will need to contact your bank and remove the chargeback claim against Guitar Center. Once completed, please feel free to contact us, and we would be happy to get the second portable grand piano exchanged out for you.
 
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. G[redacted],
Thank you for bringing you concers to our attention. I sincerely apologize for the inconvenience you have experienced with your recent Guitar Center order. I do see that the Musician's Gear 20 foot 1/4" straight instrument cable is listed at $8.99 on our website. After...

adding the cable to my cart and entering the zip code for the Fairview Heights location (62208) our website indicates that this item is "Available in 3-7 days (estimated)." The store location does not have this item available, however, they can order it from our warehouse and have it shipped to the store or to a shipping location of the customers choosing. At this time, if you would like to exchange the cable that you purchased in store for two 20 foot cables, we would be happy to assist you.
W[redacted]
Customer Service Supervisor
[redacted]@guitarcenter.com

Dear Mr. W[redacted],

face="Calibri">Thank you for bringing your concerns to our attention. I sincerely apologize for the difficulties you have experienced with your recent Guitar Center repair. I would be happy to work alongside our store to ensure that your concerns are addressed. Would you mind confirming which of our Indianapolis locations you visited for your repair service? 
If you have any other questions or concerns, please do not hesitate to contact me.
W[redacted]
Customer Service Supervisor
W[redacted]@guitarcenter.com

Customer emailed in to Guitarcenter.com, she was not aware they had received both guitars and has decided simply keep them.

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.

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

Dear Mr. C[redacted],
Thank you for bringing your concerns to our attention. I apologize for the inconvenience you've experienced with your recent Guitar Center order. I have contacted the manager of store # 785 in Port St. Lucie, and he will be issuing a full refund for the restocking fees that you received. You should receive your refund within 5-7 business days. If you do not receive your refund, please do not hesitate to contact me.
Please let me know if you have any further questions or concerns.
W[redacted]n
Customer Service Supervisor   
[redacted]@guitarcenter.com

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

Hello,
As discussed with the customer yesterday via phone and email, we are going to find an alternate digital piano that we will overnight to the customer today for delivery by the required deadline, 10/19/2016. The customer let me know last night which piano he would like and the order has been set up for delivery to the store tomorrow as requested. I will also watch for when the original piano comes in stock and will notify the customer so they can exchange it for the one originally purchased.

Complaint: 11186021
I am rejecting this response because:
I placed this order on a Monday.  I was told on Wednesday that it was going out for delivery.  Friday, as I check on tracking information,  I find out that the transaction won't be honored.  So, if not for my phone call, how much longer would it have taken to find that out?  That is a lot of time.  You're telling me it takes that long for the Guitar Center system to update their inventory system?
In this day of automation and a company so large, I find it hard to believe that their system allows this situation to be created.  At the very least, their system should not have accepted orders above their availability and created my back-order situation.I feel the price I placed my order for should be honored...new model or not.  It was their staff that informed me my guitar was to be shipped that day.  It is their system that created this situation.  They were happy to take my money even though they didn't have the item (yes, they are going to refund me....thats does not make it right).  Their offer is, per their words, a promotion they're currently running, so they're not going out of their way to satisfy what I think is easily rectifiable and the right thing to do.
Regards,
R[redacted]

Dear Mr. J[redacted],


size="3"> Thank you for bringing your concerns to our attention. After reviewing your account, I do see that you’ve spoken with one of our Customer Service representatives. The 20% off promotion that you’ve referenced was our “Best Ever” promotion that was valid from 12/9/2015 until 12/17/2015. According to my records, you placed your order on 12/23/2015 and therefore this promotion was no longer valid.
The Snowdays2015 promotion for 45% off any one item is not a Guitar Center promotion. Often times our customers will seek out coupon codes via the web, which can turn up a number of false codes that are not distributed by the company.
The Snowrocks coupon code is a current promotion that Guitar Center has available from 2/9/2016 until 2/29/2016. This promotion will save you 8% off a single item valued at $89 or more. The Tascam DP-03SD would qualify for this coupon and would drop the price from $249.99 to $229.99. If you would like to take advantage of the promotion, we would be happy to apply it to your order.
At this time, we will not be offering the 20% discount as it has expired, nor will we be honoring a discount that is not one of Guitar Center’s promotions. 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 bringing your concerns...

to our attention. I sincerely apologize for the difficulties you have experienced with your recent Guitar Center purchase. After reviewing your account, it does appear that the information you were provided was accurate. The instrument that you originally ordered was discounted to $449, as it was an outdated model. We had a limited quantity of this model available, and unfortunately we sold out before your order could be fulfilled. At this time, we will not be receiving any more of the 2015 models into inventory, as the manufacturer is no longer producing this item. Instead, we have the current model available. The price difference is indicative of the newer year. If you would like to purchase the 2016 model, we have a 15% promotion that would drop the price to $594.15 that we would be happy to provide. If you would like to take advantage of this offer, please feel free to contact our Customer Service line. 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. F[redacted],
Thank you for your reply.  As I said in my previous response, regardless of the timeframe in which the promotion expired, the manufacturer in question does not participate in Guitar Center promotions. We are unable to discount Yamaha products, and the information provided to you when you contacted us was correct.
I would be happy to look into honoring your promotion on an item that would have qualified for the discount. If you have any interest in a different manufacturer, please let me know. Additionally, if you have any other questions or concerns, do not hesitate to contact me.
W[redacted]
Customer Service Supervisor
[redacted]@guitarcenter.com

We would be more than happy to return the two guitars in question as well as refund the shipping. We will also look into alternatives or an exchange for the two defective guitar stands the customer received.

After doing some research, I bought an Breedlove Premier Auditorium Acoustic-Electric Guitar that was advertised as clearance. I was very happy with my purchase because it was a great price. After a couple of days I received the following email:
"Thank you for your recent order. We have yet to receive the out-of-stock item(s) noted below, but we have more on order with the manufacturer. We will ship them to you as soon as we receive them".
I thought that it was inconvenient but I was more than willing to wait because it was a great guitar for an amazing price; even though I wanted it for a Christmas present. I called the customer service for an estimated day of arrival, specifying that waiting was not a problem and they said that they needed to check and called me back.
They actually called me to tell me that they cancelled my order because it was out of stock. The amazing thing is that they DO have the guitar on stock and ready to ship on their website, same item number, same model, same name...but for the double price, not in clearance anymore. I put it in the online cart and tried to do the checkout and it was in stock!!! How can that happens? Carlos, the "manager " which talked with me over the phone was giving me excuses saying that the guitar I ordered was an used one and it was not! It was on clearance and I have the emails to prove it.
They offered me to buy it again with a 20% , that is $500 more of what I originally paid. Carlos in fact graciously offered me $30 in store credit, like after this experience I wanted to buy more from them. This is so frustrating and disappointing!
Guitar center is fraudulent, they do false advertising and they don't care about customers.

Thank you for bringing your concerns to our attention regarding your Pro Coverage experience. I appreciate the details that you provided in your claim, as it will help me narrow down a solution for you. At this time, I have sought out assistance from our warranty department on getting this...

resolved as quickly as possible. I sincerely apologize for the inconvenience you have experienced, and I look forward to providing confirmation that your warranty claim has processed very shortly.In the meantime, 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. 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 Supervisor
W[redacted]@guitarcenter.com