Guitar Center, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10760335,Due to the dispute that my Credit card company is handling I am unable to see if you did refund the of the original purchaseI believe that this can be resolved by replying directly to themThe CC dispute can then be resolved.Because I am not very happy with the product I would like to return the 2nd keyboardAs you can imagine I am not very happy with the way the store treated
meTherefore I am not looking forward doing business with them againThe 2nd keyboard is packed and ready for pickup, so it can be returned to youCan it be shipped back?
Regards,
*** O***

Dear MrM***, Thank you for your responseAs I stated previously, Guitar Center has scheduled multiple attempts to inspect and pick up the package that you receivedTo date, you have refused to even allow UPS to inspect the item, so we are unable to confirm that damage occurred during shippingAdditionally, 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 optionSince you are unwilling to allow UPS to identify the damage, Guitar Center is unable to process a refund for youAt this time, we consider your claim resolved. If you have any other questions or concerns, please do not hesitate to contact meW*** ***Customer Service SupervisorW***@guitarcenter.com

Dear MrC***,
Thank you for your responseAfter speaking with the MrM***, the store manager of our Williston location, it seems that he has attempted to resolve your concernsWhen you contacted MrM*** originally, he provided a few solutionsHe advised returning the Kustom 150, in which Guitar Center would pay for the return shipping and issue a full refundHe also offered to have your amp repaired by their in house repair technicianUnfortunately, during the time of your conversation, you were unwilling to take either of MrM***’s offers, and disconnected the call after being verbally abusive and using profane languageAt this time, Guitar Center has provided two reasonable solutions to your concernsWe will not be offering a $refundPlease let me know how you would like to proceed
Please let me know if you have any other questions or concerns
W*** ***
Customer Service Supervisor
W***@guitarcenter.com

Complaint:
I am rejecting this response because: the service manager was unable to do anything more to resolve my issueI am waiting on a response to the email I sent back in a reply
Regards,
*** A***

Dear MrW***, Thank you for bringing your concerns to our attentionI sincerely apologize for the difficulties you have experienced with your recent Guitar Center repairI would be happy to work alongside our store to ensure that your concerns are addressedWould 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 meW*** *** Customer Service Supervisor W***@guitarcenter.com

Dear Revdex.com, At this time, Guitar Center will not be reimbursing MrT*** for his used Electro Harmonix metal muff and big muff pedalsThe reason we will not be reimbursing him is due to inconsistencies in the information that was provided to us regarding his claimMrT*** indicated that the store employees who assisted him, had damaged his pedals during the inspection process by dropping and kicking the itemsAfter the store management staff reviewed the security footage, they were unable to find signs of negligence that occurred during the inspection processAccording to the footage, MrT***'s used gear was not dropped, kicked, thrown or mistreated by the store staffAdditionally, MrT*** informed us that he requested to speak with a member of management during his visit within the storeAfter interviewing the scheduled employee staff, none of the staff recalled a customer requesting a member of management throughout the dayThe complete management staff was available the day that MrT*** visited the store, and were not alerted to any requestsI have reviewed MrT***'s claim with the store manager, MrM*** ***M*** provided email documentation of the attempts that he made to speak with MrT*** regarding his concernsDespite the inconsistent information, and being unable to find proof of negligence, M*** still offered to assist MrT*** in replacing his pedalsM*** offered to find new or used quality pedals, in the same models that MrT*** owned, and informed him that he would be willing to look into discounting the items should MrT*** wish to replace themM*** also offered to provide the contact information for Electro Harmonix, in an attempt to get the pedals repairedMrT*** has declined all of the offered resolutions that M*** providedAgain, at this time, we will not be reimbursing MrT*** for the two used items he wished to trade in to our Guitar Center storeUnfortunately, the series of events that occurred on the day that MrT*** visited the store do not match our security footage or the investigation that followedShould MrT*** wish to take advantage of one of M***'s offers, we would be more than happy to look into getting him replacement pedals W*** ***Customer Service Supervisor***@guitarcenter.com

Final Consumer Response /* (450, 7, 2015/05/05) */
Received a response from MBM within 24-hours of placing complaintInitial email opened the door to discussion and indicated that there were some serious communication issues happening and a very strong effort on their part to remedy the situation;
far exceeding what I thought the outcome was going to beMembers of their team were able to look at the photos I provided and propose an immediate resolution that I felt was fair and reasonable
Very pleased with resolution and MBM's recovery with this situationMoving to have the complaint withdrawn

Dear MrV***, Thank you for bringing your concerns to our attentionI sincerely apologize for the difficulties you have experienced with your recent Guitar Center purchaseAfter reviewing the order number that you provided, it appears that your order was placed online and you selected to
have it shipped from our Lansing, Michigan store locationUnfortunately, since the inventory was sourced from a physical store, our contact center will be unable to provide an exchangeWhat we would normally recommend, is contacting the store directly, as they will be able to process the used item back into their inventoryBy chance, have you attempted to contact the store? If not, I’d be happy to contact the store manager on your behalf, and request that they make arrangements to reach out to you and set up an exchange orderIf you have any other questions or concerns, please let me knowW*** *** Customer Service Supervisor W***@guitarcenter.com

Dear MrD***, Thank you for bringing your concerns to our attentionI apologize for the difficulties you have experienced with your recent Guitar Center purchaseAfter reviewing your account, I do see that you purchased the Native Instruments Komplete Audio in used conditionIn new
condition, this item includes both the channel audio interface and a software packageWhen purchasing new, this item requires that the first end user register the physical item, upon registration they are provided with a onetime use serial number for the add- on softwareA second hand user can be provided a registration for the physical audio interface, but the asoftware code will still be registered to the original purchaserNative Instruments will not cancel or transfer the software serial number without permission from the first end user, per their end user agreementThe Komplete Audio is originally priced at $299.00, however, you purchased your item at a discounted price of $(as it did not include the software package)When speaking with the store, you requested the Komplete software, which unfortunately does not accompany the Audio interfaceOur store representative offered a full refund for your purchase, and advised alternative items that would work for youAdditionally, the audio interface that was purchased does not require software to function, but can be used with software if the user desiresAfter reviewing our website, I am unable to find any other used Komplete Audio interfacesAt this time, we are unable to act on your desired settlementGuitar Center cannot request a “Transfer ID” from Native Instruments, as we are not the original end userIf you’re interested in a refund or exchanging your item for another interface, we would be happy to assistIf you have any other questions or concerns, please feel free to contact meW*** *** Customer Service Supervisor W***@guitarcenter.com

The customer has been contacted and was sold two new speakers and the original Used pricing

Dear MrM***, Thank you for bringing your concerns to our attentionI sincerely apologize for the inconvenience you have experienced with your recent orderAfter 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 priceAt the time of your call, MrC*** did confirm that the return was in our system for order # GC10511177. Due to the inconvenience you experienced with your original order, MrC*** 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***According to our system, on November 25th an order cancellation email was sent to the email address that we have on file for you (***@gmail.com)Additionally, MrC*** offered to provide a $gift card for the trouble you had experienced, and that offer was also declinedAt this time, it does appear that your desired settlement has been metYour original order was successfully returned and the refund has been processedWe have also canceled your replacement order per your requestAgain, I apologize for the difficulties you have experiencedIf you have any other questions or concerns, please do not hesitate to contact me W*** ***Customer Service [email protected]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10599092, and find that this resolution is satisfactory to me
Regards,
*** * ***

Dear MrF*, Thank you for bringing you concerns to our attentionI sincerely apologize for the difficulties you have experienced with your recent Guitar Center orderAfter reviewing your account and doing a bit of research into the Blackstar HTHalfstack, it does appear that this item
has been discontinued from production by the manufacturerThe only way to obtain a HTHalfstack is by purchasing it used and at this time, Guitar Center does not have this item available in any of our storesCurrently, Blackstar offers the HT-5RS mini Halfstack, which includes the watt valve combo head and two 12" 50W speakersIf you are interested in reviewing the HT-5RS, I have provided a link below to visit our websiteWe have this item in new, restock, or used conditionhttp://www.guitarcenter.com/Blackstar/HT-Series-HT-5RS-Guitar-Mini-Stac...⇄ this time, you have not been charged for the item that you canceledIf you wish to purchase a different item that we do have available, I would be more than happy to assist youIf you have any other questions or concerns, please do not hesitate to contact meW*** ***Customer Service SupervisorW***@guitarcenter.com

Dear MrT***, Thank you for bringing your concerns to our attentionI sincerely apologize for the inconvenience you have experienced within our Guitar Center storeAfter a bit of research, it appears that you communicated with a member of our management team, MrK*** ***, via email
In the email, Kenneth explains that he would be working with Capital One to resolve this situation for youI see that Kenneth has committed to contacting Capital One beginning Wednesday, July 8th, when he returns to his Guitar Center store and has access to your accountI will continue to monitor this situation and update you as soon as possible with our resolution In the mean time, if you have any questions or concerns, please do not hesitate to contact meBest, W*** ***Customer Service Supervisor***.***@guitarcenter.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11005609, and find that this resolution is satisfactory to meI went to the store and manager T*** *** was able to bring a satisfactory resolution.
Regards,
*** A***

Dear Z***, Thank you for bringing your concerns to our attentionI sincerely apologize for the difficulties you have experienced with your Guitar Center credit cardI am currently in the process of working with Synchrony to resolve your concernsWe are attempting to make adjustments to the
interest rate on your account, and remove the accrued fees up until this pointI will contact you with any updates I can provideIn the meantime, if you have any other questions or concerns, please do not hesitate to contact meW*** ***Customer Service SupervisorW***@guitarcenter.com

Complaint:
I am rejecting this response because I checked the Manufacturer's website (DigiTech) and did not find any mention to discontinuing the RPMulti-effectI also looked it up on google to see any news around the possibility of discontinuing this product and could not find anything eitherHowever, I appreciate the business willingness to resolve the issueIn lieu of helping to bring this to a closure, I checked Guitar Center's website for DigiTech RPand found it in stock (see image attached), would Guitar Center send me this one instead? This might help me finally deliver the so belated Christmas Gift!
Regards,
M*** ***

Dear MrJ***, Thank you for bringing you concerns to our attentionI sincerely apologize for the difficulties you have experienced with your recent Guitar Center purchaseAfter reviewing your account, I do see that you placed your order through our website on February 7thAs you stated
in your claim, our website does specify in two places on the item page, that an iLok USB smart key and the ability to access ilok.com is a requirement for the Auto-Tune Live authorizationThis specification is the same for both the digital download software as well as the physical copy, and is mentioned on both item pagesGuitar Center does offer a day return period for most of our products, however; opened software and electronic software downloads are excluded due to copyright infringement lawsA Non-Returnable button is located right beneath the price on the item page and again during the checkout processIn the details tab during the checkout process, we also offer to answer any questions regarding the software or the return stipulationsAgain, I do apologize for the inconvenience you have experiencedPer our company policy, we are unable to offer a refund for the software that you purchasedIf you are interested in purchasing the iLok, I would be happy to look into getting you the best deal possible on the itemIf you have any other questions or concerns, please do not hesitate to contact me W*** *** Customer Service Supervisor ***@guitarcenter.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and I accept it

Dear MrD***, Thank you for brining your concerns to our attentionI sincerely apologize for the inconvenience you have experienced with your recent Guitar Center orderI am very sorry that you did not receive the appropriate assistance while visiting your storeI would be more than happy to
assist you on their behalfAfter reviewing your account with us, I do see that on September 11th, you placed an order for the SIT Strings PPro Light Phospher Bronze Acoustic Guitar stringsWere 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 possibleAgain, I apologize for the trouble you have been causedPlease feel free to reach out to me directly, or reply to this email, and we will get this situation resolved for youBest, W*** ***Customer Service SupervisorW***@guitarcenter.com