Guitar Center Inc

Dear Mr. M[redacted],
Thank you for your response. As I stated previously, Guitar Center has scheduled multiple attempts to inspect and pick up the package that you received. To date, you have refused to even allow UPS to inspect the item, so we are unable to confirm that damage occurred during shipping. Additionally, each scheduled pick up attempt is not simply a luxury that Guitar Center offers; rather it is an option we reserve for special cases and it costs our company additional fees to utilize this option. Since you are unwilling to allow UPS to identify the damage, Guitar Center is unable to process a refund for you. At this time, we consider your claim resolved. 
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 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.

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 order. After reviewing your account, I do see that you qualified for $410.00 of Guitar Center bucks from our June promotion. With your unique GC bucks coupon, you placed an order for a used Tascam DR-70D, Eurolite folding DJ stand and Odyssey PAR 20 can. By the time your order was processed, the used Tascam DR-70D was no longer available and resulted in the item being canceled from your order. Unfortunately, Guitar Center does not have record of the iRig with mini-iPad, and your remaining GC bucks were not used towards this order. At this time, you have used $173.46 of the original $410.00 GC bucks. I would be happy to honor the remaining balance of $236.54. If you would like to use your remaining balance, it has been placed on your account as a credit. Please simply give us a call within the next 10 business days, and we can assist you in placing an order with these funds.
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 Mrs. B[redacted],
Thank you for bringing your concerns to our attention. I sincerely apologize for the inconvenience you have experienced with your recent Guitar Center purchase. After reviewing your account, I do see that your order was placed through our website on December...

12th. Guitar Center offers a few certificate options, and you selected the traditional gift card. Our website specifies that all traditional gift cards ship via US postal service within 24-48 hours of the order being placed. Additionally, we ask that our customers allow 7-10 business days for delivery. Your gift card was printed and mailed on the following business day, which would have put your delivery after the holidays. I see that you contacted our Customer Service department and requested that your gift card be voided, as you no longer wished to wait for the item. At this time, it does appear that your order was successfully voided and your funds were released back to your account on December 24th. Going forward, Guitar Center will ensure that all of our customers are fully taken care of, regardless of the season. If you have any other questions or concerns, please do not hesitate to contact me.
Whitney Colón
Customer Service Supervisor
[redacted]@guitarcenter.com

We have already reached out...

to the customer and apologized for everything that's happened. I've included the email sent from the store manager of the Las Vegas location to the customer. We are taking this situation very seriously and have already addressed the behavior of the associates involved to ensure this sort of thing doesn't happen again. 
 
From: Alon Bitton Sent: Tuesday, April 29, 2014 11:57 AMTo: [email protected]: Guitar Center Las Vegas!
 [redacted],
 I want to apologize on behalf of our entire store for your
experience last week. We are taking this situation very seriously and we’ve
addressed your concerns with multiple levels of management in an effort to
ensure this sort of thing never happens again. We understand that associates
can sometimes lose their cool however there is no excuse for the employees
behavior and for the way you were treated. We’re  here to assist you with
all your future needs and purchases should you consider giving us another chance.

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

The purchase date on this item was 02.19.11. The customer customer had 60 days after the initial sale date to return or exchange the merchandise should any issues arise.  The customer mentioned that he first contacted the store about the problem 18 months ago (which was still nearly 15 months...

passed his 60 day in store return period). Unfortunately due to the amount of time that has passed we will not be able to honor any sort of exchange or replacement on the turntable/parts. The store has already offered to sell the customer 2 DJ needles at dealer cost as an accommodation. At this time there is no way to prove that the store sold the customer a Used item. Had that been the case, the customer more than likely would have brought the item back for an exchange within the first 60 days.

Customer is in contact with the store manager and they are working on a resolution.

Dear Mr. [redacted],
Thank you for your reply. Guitar Center has contacted Synchrony once more. We received confirmation from an account supervisor by the name of Jamie, and the original $317.99 refund was received in November. Jamie informed us that she was unable to see the additional shipping refund, and I have made arrangements for this to be processed again on Monday, July 11th. If you are unable to see your original refund, you will need to contact Synchrony directly. You can reach them at ###-###-####.
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. M[redacted],
Thank you for bringing your concerns to our attention. I sincerely apologize for the inconvenience you have experienced with your recent order. After reviewing your account, I do see that you spoke with a member of our management team on November 25th, and requested that we return your original order and refund the purchase price. At the time of your call, Mr. C[redacted] did confirm that the return was in our system for order # GC10511177.  Due to the inconvenience you experienced with your original order, Mr. C[redacted] offered to upgrade your replacement orders shipping to next day air, free of charge (originally $51.00). I see that the replacement offer was declined, and you requested to cancel order # GC1[redacted]677. According to our system, on November 25th an order cancellation email was sent to the email address that we have on file for you ([redacted]@gmail.com). Additionally, Mr. C[redacted] offered to provide a $25 gift card for the trouble you had experienced, and that offer was also declined.
At this time, it does appear that your desired settlement has been met. Your original order was successfully returned and the refund has been processed. We have also canceled your replacement order per your request. Again, I apologize for the difficulties you have experienced. If you have any other questions or concerns, please do not hesitate to contact me.
 
W[redacted]
Customer Service Supervisor
[email protected]

We have issued the customer a $100.00 eCertificate and are working towards getting the required replacement parts for his turntable.

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

Dear Mr. J[redacted],
Thank you for your reply. Unfortunately, as stated in my previous response, your order was placed on a verifications hold. The verification process is put in place for the safety of our customers. High dollar orders that are placed with a credit card require confirmation from the customers bank. Once your bank had confirmed your credit card information, your order began processing. Since a customer entered the store and purchased the item in person, their order was processed first, as your order was still pending with your bank.
At this time, since you have purchased a substitute item from another merchant, we are unable to act on your desired resolution. We appreciate you providing feedback on your experience and will work to ensure that this process is simplified in the future. If you have any other questions or concerns, please do not hesitate to contact me.
W[redacted]
Customer Service Supervisor
W[redacted]@guitarcenter.com

Complaint: 11764421
I am rejecting this response because:
Regards,
1. I am NOT agree cancel my order and you processed without the permission.
2. This message didn't include all the details of our agree resolution.
Once you place the message that including the follow information, I'll go ahead to accept it.
A promise letter that you will reserved a Roland FP-30 black and ship to store once it in stock. 
Once you place the message with all the details including the temperate order of Kawei ES100. continuously the back-order of Roland FP-30 Black, and the reserving for ensure exchange promise.
 
Best Regard,
Y[redacted]

Dear Mr. S[redacted],
Thank you for bringing your concerns to our attention. I sincerely apologize for the difficulties you have experienced with your Guitar Center purchase. I also appreciate that you provided screenshots to Jared when your concerns were originally brought to light. After...

reviewing your account and receiving clarification on the rebate from our marketing team we were able to find a solution. The Yamaha Month certificates had a one week window in which to act on the discount. Since this will delay the process of getting you your overdue savings, I would be happy to simply discount an item(s) of your choosing. You mentioned that you would accept a Yamaha RHH135 Real Electronic Hi-Hat Controller in place of the certificate. This item is priced at $279.99 and we could remove $200 from your total. Please let me know your thoughts. W[redacted]
Customer Service Supervisor
W[redacted]@guitarcenter.com

Dear Mr. D[redacted],
Thank you for brining your concerns to our attention. I sincerely apologize for the inconvenience you have experienced with your recent Guitar Center order. I am very sorry that you did not receive the appropriate assistance while visiting your store. I would be more than...

happy to assist you on their behalf. After reviewing your account with us, I do see that on September 11th, you placed an order for the SIT Strings P1150 Pro Light Phospher Bronze Acoustic Guitar strings. Were these the strings that you were interested in purchasing more of? If not, please provide the name and quantity of the strings that you are interested in, and I will work to see if we have the inventory available to get you your order as quickly as possible. Again, I apologize for the trouble you have been caused. Please feel free to reach out to me directly, or reply to this email, and we will get this situation resolved for you.
Best,
W[redacted]
Customer Service Supervisor
W[redacted]@guitarcenter.com

Complaint: 10999008
I am rejecting this response because:
When I purchased the guitar online it never said anything like they are saying now! When I called them earlier in December the women I talked to told me it was going to be in on Dec 31,2015.
The next time I called they tell me that they can't not get that guitar anymore and I replied that it is the same guitar that they currently sell. Paul Reed Smith only sells 2 different types of P24 guitars. There are no others. She then tried to tell me that they did have one coming on Dec 31 but it was for someone else that must have bought it before me. Then I asked her why she just told me that they no longer make it but yet one is coming in on Dec 31? I then asked if the guitar I ordered was going to someone from guitar center instead of me! Why did it take 2 and a half months for them to decide this!!! They are liars because they know and I know that that guitar is being sold for $3599 and now they don't want to give it to me for what they had it on sale for online.  I even called them when I ordered it online to see if the order went though and the person that answered the phone told me that it did and that it was a really good price. Why didn't they say something then. I've bought $7000 to $8000 worth of stuff from them in the last few years and If they think there going to screw me out of this it will be the last time that I buy from them and I will also tell all the other musicians that I know  not to use them. 
Regards,
G[redacted]

Dear Mr. K[redacted]
Thank you for bringing your concerns to...

our attention and for providing a picture of the sale tag. I sincerely apologize for the difficulties you have experienced with your recent Guitar Center visit. Unfortunately, based on the information you have provided, I am unable to determine which store location you visited. I would be happy to inquire with the store management in an attempt to get you the item you wish to purchase. If you could please provide more detail regarding the missing items and the store you visited, I would greatly appreciate it.

We have addressed the concerns of the customer and have taken the necessary steps in correcting the issue. We've provided the customer with a  detailed outline with an explanation to the questions previously stated.

Complaint: 11111868
I am rejecting this response because: It is against federal guidelines below for me to to ship this back or drive it back. I will provide the rules and regulation below that explains this even though I have sent it many times to e[redacted] and the other rep that was helping me.  
You stated that I was concerned that UPS is unable to transport hazardous material and that the primary carrier for your shipments is UPS, and that you transport products that are considered hazardous (fog machine liquid, lithium batteries, aerosol cans, etc) with no trouble at all. As one of the major shipping carriers within the United States, UPS has the appropriate licensing to transport such items, and our contract with them allows us to ship such items.
Well this is not the issue.  As you say a fog machine liquid, lithium batteries, aerosol cans, etc can be transported via UPS even  though these items are considered hazardous, BECAUSE THE HAZARDOUS MATERIAL IS CONTAINED AND NOT LEAKING OUT.  However, the situation with my item is that it has, A HAZARDOUS LEAK THAT IS NOT CONTAINED.   This is a big difference.  Because it is against Ups policy and federal regulation to allow any item with a hazardous leak to be shipped because it is leaking and not contained.   I have reported this to the hazardous waste department to UPS and offered both representatives  (e[redacted] and lindsey) to make a three way call with UPS HAZARDOUS WASTE DEPARTMENT,  to verify my claim but the refused to do so.  Futhermore I reported the hazardous leak issue to UPS phone inspection.  This has been reported and if you call the DAMAGE UPS DEPARTMENT and use the original tracking number (as a reference number for the phone inspection) that guitar center used to send the item you will be able to verify the damage report, which not only documents the hazardous waste leak but also documents that the inside of the box you guys only used wrapping paper for protecting the item, which is packaging  negligence on guitar center's part.   
I have reported several time that this is an un-contained hazardous leak.  This is part of the reason why I refused the scheduled multiple attempts to have UPS both inspect the damaged package and it pick up.  Below is a detailed explanation of why the item can't be picked by ups or why I can't had over the item to UPS.  Lastly if need be I we can arrange a three way call with the UPS HAZARDOUS WASTE DEPARTMENT OR I CAN GET A STATEMENT FROM THEM EXPLAINING THAT THIS ITEM CANNOT BE SHIPPED BACK  DUE TO A LEAK.
I stated its against code of federal regulations to bring item back to a store or for me to release the item to shipping carrier for the simple reason that the hazmat is exposed. Also  also emailed me to ship this item which is against federal regulations pay attention to the yellow highlighted area.
CODE OF FEDERAL REGULATIONS
Title 49: Transportation
PART 171
§171.2   General requirements.
(a) Each person who performs a function covered by this subchapter must perform that function in accordance with this subchapter.
(d) No person may offer or accept a hazardous material for transportation in commerce or transport a hazardous material in commerce unless that person is registered in conformance with subpart G of part 107 of this chapter, if applicable.
(e) No person may offer or accept a hazardous material for transportation in commerce unless the hazardous material is properly classed, described, packaged, marked, labeled, and in condition for shipment as required or authorized by applicable requirements of this subchapter or an exemption or special permit, approval, or registration issued under this subchapter or subchapter A of this chapter.
(f) No person may transport a hazardous material in commerce unless the hazardous material is transported in accordance with applicable requirements of this subchapter, or an exemption or special permit, approval, or registration issued under this subchapter or subchapter A of this chapter. Each carrier who transports a hazardous material in commerce may rely on information provided by the offeror of the hazardous material or a prior carrier, unless the carrier knows or, a reasonable person, acting in the circumstances and exercising reasonable care, would have knowledge that the information provided by the offeror or prior carrier is incorrect.
(i) No person may certify that a hazardous material is offered for transportation in commerce in accordance with the requirements of this subchapter unless the hazardous material is properly classed, described, packaged, marked, labeled, and in condition for shipment as required or authorized by applicable requirements of this subchapter or an exemption or special permit, approval, or registration issued under this subchapter or subchapter A of this chapter. Each person who offers a package containing a hazardous material for transportation in commerce in accordance with the requirements of this subchapter or an exemption or special permit, approval, or registration issued under this subchapter or subchapter A of this chapter, must assure that the package remains in condition for shipment until it is in the possession of the carrier.
(m) No person may falsify or alter an exemption or special permit, approval, registration, or other grant of authority issued under this subchapter or subchapter A of this chapter. No person may offer a hazardous material for transportation or transport a hazardous material in commerce under an exemption or special permit, approval, registration or other grant of authority issued under this subchapter or subchapter A of this chapter if such grant of authority has been altered without the consent of the issuing authority. No person may represent, mark, certify, or sell a packaging or container under an exemption or special permit, approval, registration or other grant of authority issued under this subchapter or subchapter A of this chapter if such grant of authority has been altered without the consent of the issuing authority.
(IN ONE OF YOUR EMAIL YOU ASKED E TO SHIP THE ITEM WITH HAZMAT EXPOSED I TOLD YOU I COULD NOT AND CITED YOU THIS CODE. DOING SO WOULD BE FALSIFICATION , AS STATED ABOVE)
§171.3   Hazardous waste.
(a) No person may offer for transportation or transport a hazardous waste (as defined in §171.8 of this subchapter) in interstate or intrastate commerce except in accordance with the requirements of this subchapter.
(b) No person may accept for transportation, transport, or deliver a hazardous waste for which a manifest is required unless that person:
(1) Has marked each motor vehicle used to transport hazardous waste in accordance with §390.21 of this title even though placards may not be required; 
(2) Complies with the requirements for manifests set forth in §172.205 of this subchapter; and
(3) Delivers, as designated on the manifest by the generator, the entire quantity of the waste received from the generator or a transporter to:
(i) The designated facility or, if not possible, to the designated alternate facility;
(ii) The designated subsequent carrier; or
(iii) A designated place outside the United States.
Note: Federal law specifies penalties up to $250,000 fine for an individual and $500,000 for a company and 5 years imprisonment for the willful discharge of hazardous waste at other than designated facilities. 49 U.S.C. 5124.
Note 1:EPA requires shippers (generators) and carriers (transporters) of hazardous wastes to have identification numbers which must be displayed on hazardous waste manifests. See 40 CFR parts 262 and 263. (Identification number application forms may be obtained from EPA regional offices.)
Regards,
A[redacted]