Guitar Center Inc

Dear Mr. [redacted], Thank you for bringing your concerns to our attention. After reviewing the information provided as well...

as your account with us, it does appear that Guitar Center has fully refunded your order. Your order was originally purchased on 10/28/2015 and returned on 11/16/2015. On 1/16/2016, you contacted our Customer Service department to address your concerns with the condition of the synthesizer and one of our representatives provided a $25.34 credit. On 4/18/2016, you contacted once more with concerns of your refund. At the time of your call, our customer service representative confirmed that Guitar Center had in fact released your funds back to Synchrony. We also contacted the Synchrony bank and spoke with a representative named Demario, who confirmed that the funds had been received by Synchrony in November. At this time, Guitar Center no longer has your original funds. We have released them back to your original payment method. I would be happy to contact Synchrony on your behalf and see if there's anything more they can do. W[redacted] Customer Service Supervisor W[redacted]@guitarcenter.com

Dear Mr. R[redacted],
Thank you for bringing your concerns to our attention. I apologize for the difficulties you have experienced with your Guitar Center purchase. Given the period of time that you've had your Laguna bass guitar, we would not be able to offer a refund for the instrument. Guitar...

Center offers a 45 day satisfaction guarantee on all of our instruments and had we been informed of the difficulties your bass guitar was having, we would have happily offered a full refund or an exchange for a new instrument. At this time, if you are in need of a new bass guitar, I would be happy to assist you in finding something that would suite your needs and get you the best deal possible. If you have any other questions or concerns, please do not hesitate to contact me.  
Whitney Colón
Customer Service Supervisor
[email protected]

Review: I placed an order through my local GC on Sunday, 11-22-2015. My order, which was only available online, was shipped out the same day. On Tuesday, however, I discover the order was delivered to an incorrect address. I panicked and picked up the phone to call customer service at GC hoping to resolve. After nearly a 45 minute goose chase with a new customer care rep (I of course did not know this individual was new to the company at the time) who misled me to believe my item was delivered to my local GC store and who told me no manager on the floor would or could help me, I was finally connected to a manager who confirmed the item was not delivered to my local GC store and said the item was delivered to an address in a state I do not reside in by way of a UPS error. The manager then completed a return authorization for the item that was incorrectly shipped, and placed a new item for delivery to my home address. I requested expedited shipping and the manager agreed to do this because of the inconvenience. The manager assured me the item would be shipped out of their warehouse the same day (Tuesday) to ensure I would receive the item by Wednesday. Today is Wednesday evening. I have not received the item and much to my dismay, I have now discovered the order has not even been shipped despite the promises made. Another 30 minute conversation with GC customer care, moving up the chain of command looking for someone to help me, help a long time customer who has purchased an item last Sunday, funds taken out of my account, today is Wednesday evening and the item still hasn't even been shipped out of the warehouse, all to conclude with someone claiming to be N[redacted], who says he speaks for ALL management above him. His solution? "Tomorrow is Thanksgiving, so the soonest the item can be shipped is Friday. Oh, and we'll give you a $25 gift card for the inconvenience." My answer? "Thanks but no thanks. Cancel the order." To date, I have received no confirmation from GC the order has been canceled.Desired Settlement: To date, I have received no confirmation from GC the order has been canceled. I would like to be contacted by a higher up at GC for possible solutions to resolve expeditiously.

Business

Response:

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 [email protected]

Business

Response:

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 [email protected]

Business

Response:

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[redacted]@guitarcenter.com

Review: On 4/24/14 at around 2:00 I visited guitar center of Las Vegas at the town square mall location. When I entered the business I asked her do you have a L cart or flatbed for a return of a sub and a speaker. She then told me I have to go to the back where they sell those products and look for one??? I gave her a wtf face and proceeded to walk to the drum section where I then ask a different person if I can get assistance outside to bring in a sub and speaker for return. He then pages a person in the back and then told me they will be right out there. So I go out to my car and then here comes out a girl with a cart? The speakers and sub is about 150 lbs and I'm not a sexist or discriminating a girl but out of respect I would never ever let a girl pick up 150lbs for any reason. rather than her to do it by herself I then proceeded to place the sub and speaker onto the cart bymyself when it took 2 of us to put it in the car in the first place. And then we preceded to enter guitar center and as we did I see a gentleman right by the door which was a employee and he was just standing there joking around and talking with another employee. I asked them are you really gonna send out a girl to pick up a 150lb item while you guys stand around there and laughing and talking to each other? And then he smirked at me thinking I was just kidding with him, and then I told him what r u laughing about, I'm serious! Y would u send a girl out while u stand here doing nothing but joking around with ur coworker? And he replied in a angry voice, " I just clocked in"! I said that's good ur on the clock and ur joking around with coworkers instead of working? He then said whatever and turned away, which I thought was very rude. I then said ok old man go cool down and rant to more coworkers while on the clock! He then proceeded to follow me to the back and ask me what is my problem and confronts me? And then later rushes towards me and wanting to fight me where 3 people had to hold him back. Called police and here we r nowDesired Settlement: The above statement is half the story but limited because of the limited character count to explain my story. And racist comment of "ck" was also stated towards me for being Asian. They would not give me the video from the cameras. Also since I called police cuz he wouldn't apologize to me for the comment and for trying to fight me, they also 86ed me from there property which added more insult. I would like a apology for the racist comment and lack of service. And also to replace the subs

Business

Response:

We have been in contact with the customer and have also emailed him an apology directly from the store manger at the Las Vegas store location. We'd be happy to continue to assist the customer with any potential questions or equipment needs he may have in the future.

Business

Response:

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.

Review: 11-28-2010 Purchased a avid pro tools bundle pack from salesmen Milton Willis, while talking with him and asking the normal questions about the product I was interested in, He recommended this particular one, I had mention to Milton that I needed something that would give me more than two inputs, (product only has two inputs) He also told me That if for any reason I was not happy with the product I could return it for full refund or exchange, As Long as I would not register the product. On 12-11-2010 I took the product back to get it exchange for a product with more inputs. needless to say I was not greeted with smiles as I was when I was doing the purchase, Will Surdynski was going out of his way not to service my requests, warning me that He had to make a phone call to see if the product or software was indeed not registered, I told him to go ahead, He for some reason did not call them to verify this, then continued to press the issue with the excuse that this was now an Open ITEM and he had to charge me 15% restocking fee. (Guitar Center Policy posted on line states the following. If you're not satisfied, neither are we. If for any reason you're not completely satisfied with your purchase, simply return it in its original condition within 30 days (14 days on certain items, see below*), and we'll give you a full refund. It's that simple. Just bring it back to any Guitar Center location, along with your receipt, manual and all original packaging for exchange or refund.**Desired Settlement: See Complaint Text

Review: The customer service quality I received regarding Guitar Center's "Pro-Coverage" warranty program was very poor. I purchased a product from Guitar Center with a 36-month warranty plan, in case the product failed due to normal use. After owning the product for over two years, the product failed, and I filed a claim with Pro-Coverage to use the warranty I paid for when I first purchased the product. I was told I had to submit a proof of purchase of the product due to a "random security check". So, I submitted my receipt as proof of purchase and was told the process would only take 1-3 days for the claim to be reviewed. It took ten days of me calling daily and emailing the Pro-Coverage department and Guitar Center's corporate office before I received notice from anyone that my information had been received. Once I received notice that my information had been received, I was told I need to submit more documentation for the product before my claim would even begin to be reviewed. I have been a loyal Guitar Center customer for almost ten years, and have never experienced such bad customer service. This situation is still being played out and my claim has yet to be reviewed.Desired Settlement: My desired resolution is to receive my warranty reimbursement for the failed product so I may replace it, as per usual procedure of the warranty.

Business

Response:

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 SupervisorW[redacted]@guitarcenter.com

Review: I purchased a Moog Analog synthesizer with a 3 year accidental protection extended warranty on 1/25/12. As of late December 2014, the synthesizer started malfunctioning, power supply and memory issues. I called Asurion, the warranty company, twice during this time. They were unable to find my purchase in their system and gave me the excuses, "The system is down today." and "Your information hasn't updated yet." I called Asurion again late February. They told me they still did not have my information in their system. They told me to call Guitar Center. This is the first time I was explicitly told to contact Guitar Center. Guitar Center was unhelpful in resolving this issue. I spoke with a warranty representative, [redacted], who told me that because I am now out of the warranty period, Asurion is not required to fulfill the warranty service. I have requested to speak with a supervisor several times, but I have not received a call back from a supervisor in either the warranty or customer service departments. At this point, I understand that I am out of the warranty period. However, I was making inquiries well into the warranty period to fix an issue which arose during the warranty period. Asurion not having my purchase in their system is completely the fault of Guitar Center. Their job as the vendor of the warranty is to facilitate its use. I, as a consumer, cannot be expected to take extra steps which are not advertised to "activate a warranty". I have been denied coverage due to a technical glitch.Desired Settlement: I would like the warranty service performed, a refund, or a replacement.

Business

Response:

The customer has been put in contact with the Warranty center and they have extended his coverage to allow a claim to be filed.

Review: Order Number 10[redacted]5 - I placed a large order on GuitarCenter.com at Oct 16 2014 at 11:36 PM EST. Ordered a Yamaha DGX 650 White Restock keyboard. I contacted Guitar Center the next day to find out when it will ship. While the representative [redacted] was checking to see if it will ship she informs me that it's not actually available and has been discontinued. Long story short, I chatted with [redacted] who wasn't willing to assist me with faxing or calling my bank so that my bank could go ahead and remove the pending charge. Chatted with an Anthony next, not willing to help, actually spoke with a Brian who said he called a Resolutions department and said that they sent a fax, then I spoke with a [redacted] lady who claimed to check with the Resolutions department and said they sent over another fax. Called my bank several times to see if they sent a fax, my bank told me no one ever called or sent over a fax for this purchase. I think it's wrong to list an item for purchase on the website as available and not help in any way to get the pending charge removed.Desired Settlement: I want my money back as soon as possible. I know that Guitar Center has no direct control over how my bank operates, but my bank has not gotten anything from Guitar Center letting them know to remove the charge and I want a refund and a confirmation that this order is cancelled. Please call my bank ###-###-#### to get this taken care of.

Business

Response:

We've called and left a V/M for the customer to contact the Corporate Office to see what else can be done here. The original authorization should have already posted back to the customer's account. If the charge is still pending, we'll be more than happy to contact their bank and see about getting it removed.

Review: I purchased a key board from the website on 1/27/14 order # 10[redacted]46 for my son 3 weeks later the device usb drive was defected and stop working properly in February we contacted the store and spoke to manger Wiz (Hollywood store manager) he stated that we could come in and return it however my son lives in Hemet ca and is not going to drive over 30 miles to Hollywood the manger ( Wiz) than stated that we can return to the nearest store in Murrieta ca however upon calling the store in Murrieta they did not have this key board . We again spoke to the Manager were he stated that he could mail out a return label to my son and to email him with the address) we email the email address he had given us and to date we have not received any label at this point I dont even want the a new keyboard I want a FULL refund for the poor customer service This is just ridiculous that I had to go through all this and I want some answers !!!!!!!!!!Desired Settlement: I want a FULL REFUNd back to my Credit Card

Business

Response:

We are aware of the situation and the store is in the process of resolving the situation to the customer's expectations.

Review: I have been looking for an electronic drum set for my son for a few weeks. I was on the Guitar Center website, and found an ad for a Yamaha DT Xpress III set, item #[redacted], at the Modesto location that was on clearance for an advertised price of $378.97. The ad states that it is a set, and that it does not come with a kick pedal. I called the store a few times today and eventually talked to Jorge, who told me that it was not a complete set; instead, it was the control box and the stand. I told him that the ad clearly states that it is a set, and shows a picture of a complete set. He said he was aware of it, but that the ad was not correct. I am very angry that they would run such an ad and not deliver what they advertise, especially knowing that the ad is false.Desired Settlement: Either sell me that drum set at the advertised price, or at least offer and equivalent set of the same quality for around the same price. They can't just throw an ad on their website that they know is false and not expect people to be upset when they can't honor it.

Business

Response:

This situation occurred almost two years ago and is just now resurfacing to the corporate headquarters. I spoke with the customer and he mentioned that he had submitted this compliant over a year ago. His son has since purchased another drum kit and we have offered him a great deal on a future in store or online purchase.

Review: They sold me junk and never did anything to replace it, I've been without my brand new amp for over a year now.Desired Settlement: Reimburse me for the cost or replace my amp with one of the same value as the one I purchased from them. And stand behind the product that they sell. We bought two amps that day and one of them had to be brought back right away because it was damaged while in the box. So it has not been a good experience. I used to go to Guitar Center all the time, not anymore I've taken by business to Sam Ash now.

Business

Response:

I was able to contact the parts department at Behringer and they are sending over a replacement preamp circuit board for the K3000FX keyboard amp. The customer should be getting a call within 3-5 business days once the repair has been completed. I have spoken with the consumer and provided him with the update.

Review: I recently purchased an AKAI XR20 from Guitar Center. The product was used and stated to be in good working mechanical shape by the company. I received the product and it did not have a power supply.I called the customer service line and spoke to an agent about getting the issue resolved and she stated that she would help me. I then received an email quoting me a price rather than providing me what I should have already had. Typically the XR20 comes with a power supply and in my opinion the power supply should be included in any purchase of this product new or used, especially one that was labeled as being in good condition.

On the website the definition of good condition states " The product is completely functional and shows some signs of use. It may have surface scratches, dings, or dents." It does not say anywhere that it would be missing essential items like the power supply.Desired Settlement: I feel that if the power supply was made available free of charge I would be satisfied. There is no way that I can tell if the product is fully functional without a power supply.

If the product is not fully functional after the power supply is provided, I would be happy with a replacement Akai XR20.

Business

Response:

Dear Mr. R[redacted], Thank you for bringing your concerns to our attention. I sincerely apologize for the inconvenience you have experienced with the purchase of your XR20. After reviewing your account, I do see that you contacted our Customer Service department and requested assistance with your missing power supply. Unfortunately Guitar Center does not carry the XR20 power supply separately, but one of our representatives contacted the manufacturer to see if we could special order this item for you. Akai did respond to our inquiry and let us know that they could provide us with the power supply, however it may take 6-8 weeks to procure. This time frame is standard for all special order items. If you would like to wait for the product to come directly from the manufacturer, we would be happy to provide it at no additional cost. If you would prefer, we can assist you in setting up an exchange for another used XR20. Before shipping the new item, we can inspect it to ensure that it does include the power supply. Unfortunately, with used instruments, they are not always returned with the accessories that they were originally purchased with. The item description on our website should have specified the missing power supply though, and I apologize that this detail was missing. Going forward, we will work to ensure that all of our used gear have clear descriptions and expectations for our customers. Please let me know your thoughts on the above information. 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:

I have reviewed the response made by the business in reference to complaint ID 11030247, and find that this resolution is satisfactory to me. As the business stated 2 options for resolution. After carefuI consideration I feel that the second option of providing a replacement would rectify the manner in a more timely fashion. In addition this would allow the business an opportunity to ensure that the product is in good operating condition and include the power supply.

Regards,

M[redacted]

Review: I bought a cubase 6 that required me to activate a elicencer in order to use the program, I bought a window 7 desk top for $1089.00 when I got home the program did'nt work, so Me and my friends went back to Guitar Center to talk to the Supervisor and manager, these two lame heads would'nt return or exchange the product because they said that the elicencer had already been activated,They got $541.00 of my money and I got nothing from them but a defect product that i'm stuck with and can't use. Product_Or_Service: cubase 6Desired Settlement: See Complaint Text

Review: every time I order an item from guitar center I call a sales rep top assist me. I have them call the store with the item I am interested in. they make sure that the item is there, is not sold and verify the condition. After all of this invariably my order is cancelled due to it being sold in the store. I call to complain and they tell me the only way to stop this is to do exactly what I have already done. I see no way how doing what I have already done is going to stop my order from being cancelled. I buy a lot of music gear. when my order is cancelled after following the instructions the company told me to do I am out my money and my time. guitar center needs to solve its online store issues and the issues with customer service. I hate to spend an hour shopping, half an hour with a sales rep, only to nbe told that after calling, the rep having the item in his hands describing it to me, taking my credit card information and giving me a sale confirmation number that magically the item is no longer availableDesired Settlement: I would like to receive the item I purchase when I follow the instructions the company has given me on how to make sure that my item is not cancelled

Business

Response:

Dear Mr. [redacted], Thank you for bringing your concerns to our attention. I sincerely apologize for the inconvenience you have experienced while placing your Guitar Center orders. After reviewing your account, I do see that many of your store sourced orders are for used gear. Our representatives are more than happy to assist in placing orders, however, once an order is placed through a store, we rely on the store to confirm the order within their system. If a customer enters a store, and purchases the used item before a store representative was able to confirm the order, the item can be sold without realizing it. I would suggest, instead of speaking with one of our support center representatives, to speak directly with the store whom has the inventory you're seeking. By placing the order directly through the store, the order will be confirmed at the time of your phone call, holding the inventory, and preventing it from being sold to a customer who enters the store. Additionally, the store representative can assist in shipping the order directly to your home, or a store nearest you, for a pick up. Again, I apologize for the trouble you have experienced with your recent orders. I sincerely hope that the information provided prevents any future cancelations from occurring. If you have any other questions or concerns, please do not hesitate to contact me.[redacted]Customer Service Supervisor[redacted]@guitarcenter.com

Business

Response:

Dear Mr. [redacted], Thank you for your response. I apologize that you are unsatisfied with the solution that I have provided. I understand that it is more convenient for you to speak with a representative, and we are more than happy to assist you in the ordering process. I would like to make your future purchases as simplified as possible, so that your gear arrives quickly and you can begin making music with it. When the support center places a customer order, the order is submitted to the store that holds the inventory. A store associate at that location periodically checks the ordering system to see if any orders were submitted through the support center. Once confirmed, the store employee will process the order, and either schedule for it to be shipped directly to the customer, or to the customers local store for a pick up. Since store associates assist customers who are visiting the store as well, orders that were submitted through the support center are not always processed immediately. If you contact the store that holds the inventory that you would like to purchase, the store associate will be able to describe the condition of the item to you, test the item for functionality, place the order, and process the order all while you are on the phone with them. By placing the order directly through the store, you can avoid a customer entering the store and purchasing the gear out from under you. Upon completing your order with the store associate, they can set the item aside, and prepare it to ship directly to you, or to your local store for a pick up. Again, I understand the need to utilize our associates for the ordering process, and that is what we are here for. However, when purchasing a used item, it is best to cut the support center out as the middle man, and work directly with the store who has the used item that you wish to purchase. The support center is more than happy to continue to assist you in any way possible, but we cannot process the orders that are placed through the store ourselves. I sincerely hope that the information provided prevents any future cancelations from occurring. If you have any other questions or concerns, please do not hesitate to contact me. [redacted]Customer Service Supervisor[redacted]@guitarcenter.com

Consumer

Response:

Review: 10851284

I am rejecting this response because:i did everything you asked.. I am hearing impaired so I always use the chat on your website.. I ask the person on the chat to call the store and make sure the item is in stock.. I ask all relevant questions and then I buy the item.. this is exactly what I did.. the person on chat called the store, they verified the item was in stock, told me that the action was a little high and asked if I still wanted it, I did.. so I bought it.. the next day my order was cancelled because it was sold in store.. thisd is after the chat session, the chat to store manager session and then relaying all this back to me to make what I thought was the final purchase.. only to have it cancelled.. I spent an hour or so on the chat, and hour or so looking and a day or two waiting for it to show up only to find out that after all my efforts that it had been cancelled. do you have any more suggestions because the ones you gave me do not work as I have done exactly what you said would remedy the situation.

Regards,

Review: I ordered a meinl jam cajon on 3/13/15 using "GC bucks". I have been told multiple times that that was a back order and the dates have been pushed back 4 times with the last being now 5/24 as I was notified thru email today. I have offered to pay a difference to get a different brand "available" cajon but I'm told I cannot and must wait til it comes in whenever that may be. I will be happy to get it before 2016 arrives.Desired Settlement: To get the ordered product or be able to pay the difference to get a similar in stock item.

Business

Response:

Customer was accommodated with a new in stock cajon for the same price as the one current;y on back order. Customer is happy with the resolution.

Review: I've spent thousands of dollars at my local guitar centers, over $2,500 in the past year alone. Usually, I have not had a problem with the service I have gotten there. However, I have also never needed to use or return a warranty that I have purchased in this time frame. I returned a speaker in April with the intent to return the $69.99 3 year warranty I had purchased on the product as well. Upon doing so I was informed that to get the return on my warranty I had to contact guitar center pro-coverage who would be able to refund me. When I contacted pro-coverage I was told by supervisor Julie that this is an absolute lie and I could have returned the warranty for my product in the store as well as the speaker but regardless they would assist me with getting my refund. I was instructed to send a letter with my request along with the original receipt of my product to the P.O. Box they had given me back in April of 2014 which I had done. When June came along and I had still not heard from them I gave them another call. They said that they had no record of my request and would have somebody get back to me within 3-4 business days pertaining to this. I waited another full week without hearing anything before I called back again to see what was taking so long. At this time I talked to supervisor Julie who had told me she was sorry but their cancellation department was "changing hands" during the time I sent in my return request and they had no record of it. She asked me to email her a copy of the receipt and that she would confirm she had received this email with me via either email or phone then forward it to cancellations and I would be waiting another 4 weeks for my refund. Now that I have yet to hear back from Julie I've contacted them again, waited on hold 20 minutes, and spoke with supervisor [redacted] who confirmed they got my legible receipt in email and forwarded it to cancellations and I would have to wait 4-*6* weeks for my refund assuming they do their job properly this time around.Desired Settlement: The only proper resolution to this matter to keep my business, prevent me from returning all purchases I've made, and alleviate this issue would be a hastily refund of my warranty and compensation of some sort for all the time I've wasted driving to this store, writing letters, making multiple phone calls that included long wait periods and waiting several months without my refund.

Business

Response:

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

Review: I had a "pro coverage plan" (Guitar Center's sly name for their warranty) on a cymbal pack. When one of the cymbals cracked, I brought it to the store to use the warranty towards replacement. They instead decided to send me a gift card for the full amount of the original cymbal pack. I received this gift card, then lost it the same day. I called Guitar Center and was told that it was no problem and that they would reissue the card. WEEKS later, I was called and told that they would not reissue the card because it was viewed as "cash" as soon as they mailed it out. They basically told me I am out all of my warranty balance and will never receive it. It is a total scam.Desired Settlement: I want my balance back. They can see in their system that I have a balance, yet won't let me have it. It is ridiculous.

Business

Response:

We have notified the Corporate Resolution Specialist from the Warranty group and she has left a message for the customer to call her directly so they can work it out. The customer has not yet returned her call.

Review: On 7/12/2011 at 12:45 pm I contacted Guitar Center's phone ordering service at ###-###-#### and spoke with a sales rep [redacted]. My intent was to purchase a fender bass amplifier (item# [redacted]) for the listed online clearance price of 299.97. Ben advised me the item was no longer available at that price and said that I could buy it at the normal price of 699.99. I asked him for a call reference number and he advised there was none and offered me a 25 dollar credit. After work, at 6:30 pm I called back and asked for a manager and spoke with [redacted] advised me the same thing as Ben did previously and that the ad would be removed from online. I advised him that was fine, but that I only want to purchase the product as advertised. He insisted I would have to pay the full price. I advised him that this was what is referred to as a "bait and switch" form of false advertising as he is trying to sell me the exact same product for more than he is advertising it for. I was placed on hold while he spoke with his manager. He returned and advised that he would sell it to me for $400. I advised him I wanted to pay the 299.97 that he is advertising it for and gave him the phone number to the Cincinnati Revdex.com where I would be calling. He advised me he would pass this on to his manger and cordially ended the call. The Cincinnati voicemail system directed me to this online form.Desired Settlement: See Complaint Text

Review: The one time you need their services they not only cant help me they screw my information up and hinder my process in production at my work office. I ordered my product through Guitar Center (GC) who offered coverage on my product. I recently had issues with my product and contacted Guitar center on 5/23/2015 who told me I had to contact (PRO COVERAGE) The name they called it. I spoke with several different reps that day who explained that they would not be able to assist with repairs or replacement because of my manufacturer warranty. I needed to contact the manufacturer and once they provide me with a RMA # to ship my product back to let them know immediately so that they can get my label emailed to me and I can have the process begin with getting the service I need. I called back 5/27/2015 to provide them with the RMA #. I was told to look for an email before end of day with the label so I can ship my product. I did not receive any email and called back on 5/27/2014 to grant some time to PRO COVERAGE before I became very frustrated with their service. I was than told I should have been informed that it takes two business days for them to send the label to me. I should expect it on Monday. It is now Monday 6/1/2015 no email, no label, just a bunch of deceivers. I now call and ask what is the problem now. It shouldn't take a week to send a email with a label. I have given them enough time. The rep tells me that they had my email spelled incorrectly and it will take another two business days. I never contacted them directly. To be precise after calling GC to provide me with the information so that I can put in the complaint I did not know my coverage came from ASSURION. I would have never put the coverage with them. I have a history of complaints with Revdex.com. If its done through Guitar Center and my information is on file with guitar center that is how they access it than it is not incorrect with them. How is it that they misspelled my email address. It was confirmed two timesDesired Settlement: I placed a shipping label with UPS on my own and I would like to not only be refunded for the amount of the shipping but also for the coverage that was not provided at all. I will not be having extended warranty services again with Assurion (PRO COVERAGE).

Business

Response:

We area aware of the situation and are working through a resolution with the warranty company, Asuiron. They will be reimbursing the customer for the shipping charges and will continue to bring this matter to it's logical conclusion.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10648690, and find that this resolution is satisfactory to me.

Regards,

Review: Peavey session 500 amplifier arrived in a defective state/needing servicing/repair...it arrived with an abnormal loud hum,plus it did also begin to give off an odor of a electrical odor of a burning type of odor...(fire hazard/dangerous?).Before I completed any purchase I called via phone and talked to a sales person in guitar department stating "amp functions perfectly'..."no kind of artificial sound that shouldn't be there".So I did have store confirmatiom (via person to person phone conversation) that this amp is...functioning normally.Sales persons statements are misleding and were not true as amp was/is not useable/needing service.Desired Settlement: I am requesting full "reimbursement" for total cost of service/repair of this malfunctioning/unuseable amp.I will having my local service tech (in Milwaukee,WI do the repairs)

Business

Response:

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

Consumer

Response:

Review: 9998201

I am rejecting this response because: Response does not say,or specify that resolution is as follows:reimbursement in full for services/repairs completed by my local service tech [after I send manager PDF of receipt of bill of services/repairs done].

Regards,