Guitar Center, Inc.

Complaint:
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 sellPaul Reed Smith only sells different types of Pguitars. There are no othersShe then tried to tell me that they did have one coming on Dec but it was for someone else that must have bought it before meThen 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 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 $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 priceWhy didn't they say something thenI've bought $to $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*** ***

Dear Mr***, Thank you for your responseI apologize that you are unsatisfied with the solution that I have providedI 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 processI would like to make your future purchases as simplified as possible, so that your gear arrives quickly and you can begin making music with itWhen the support center places a customer order, the order is submitted to the store that holds the inventoryA store associate at that location periodically checks the ordering system to see if any orders were submitted through the support centerOnce 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 upSince store associates assist customers who are visiting the store as well, orders that were submitted through the support center are not always processed immediatelyIf 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 themBy placing the order directly through the store, you can avoid a customer entering the store and purchasing the gear out from under youUpon 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 upAgain, I understand the need to utilize our associates for the ordering process, and that is what we are here forHowever, 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 purchaseThe 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 ourselvesI sincerely hope that the information provided prevents any future cancelations from occurringIf you have any other questions or concerns, please do not hesitate to contact me*** ***Customer Service Supervisor***@guitarcenter.com

Dear ***,MBM Moving Systems, apologizes for the inconveniences you faced throughout the moveWe try to service the moves within the contractual window given but due to unforeseen circumstances this is not always the caseWe always try to work with our customers with a resolution within
reasonWe have been trying to reach out to you regarding your concerns with the move and have been unsuccessfulPlease contact our office so that we can speak with you regarding your concerns with the moveSincerely,MBM Moving Systems, LLC

Dear MrS***, Thank you for bringing your concerns to our attentionI sincerely apologize for the difficulties you've experienced with your Guitar Center purchaseAfter reviewing your order, it appears that you had several used items that were shipping from store locations around the
countryWhen a used item is not available within a store's inventory, the store will cancel the order to ensure the customer does not continue to wait for an item that will not arriveSince we did not receive a cancelation request from you, the remainder of your order was left in place and shipped the following business day on October 3rdBased on the tracking information, you received your packages on October 5th and 6th. When your order was shipped from us, we experienced an error with your PayPal account, which resulted in a declineGuitar Center contacted you on October 4th, 7th, 10th and 12th to discuss billing optionsAs you've acknowledged, we also sent a PayPal billing request with the details of the order you had already receivedSince you did not follow our requested instructions; you did not pay for the items you received, you did not email a response to our inquiry and you did not provide the PayPal Transaction ID, the $balance was processed for collections. Based on our records, you contacted Guitar Center on June 9thDuring your conversation, we informed you that we had made several attempts to contact you and resolve the situationYou admitted that you did not check the email account that we have on file and that we had sent inquiries toWe offered to allow you to return the items, months outside of our return window, and we would waive the collections balanceYou were not satisfied with the resolution we provided and disconnected the call. At this time, Guitar Center has held you responsible for either returning the purchase or paying the balance dueAn error, beyond our control, occurred while processing your orderYou received items that were not paid forGuitar Center made numerous attempts to contact you and discuss billing optionsIf the balance is not paid within the allotted timeframe dictated on your written notice, your account balance will be turned over to Caine and WeinerFurther attempts to resolve the balance beyond the due date, will need to be made through the debt collection company. If you have further questions or concerns, please do not hesitate to contact me. W*** ***Customer Service Supervisor

Dear A***, Thank you for bringing your concerns to our attentionI sincerely apologize for the difficulties you've experienced with your recent Guitar Center orderAfter reviewing the information you’ve provided, I have reached out to our West L.Astore management and requested assistance
in honoring your original orderOnce I have received an update from management, I will contact you and proceed with a resolution. Again, I apologize for any inconvenience this may have causedIf you have further questions or concerns, please do not hesitate to contact me. W*** ***Customer Service Supervisor

Thank you for bringing your concerns to our attentionI sincerely apologize for the inconvenience you have experiencedAfter reviewing your account, I do see that you placed an order on November 18th, for a pair of Performance Series vinyl'sOn November 24th, we received a phone call from
you explaining that your order had never arrived despite the tracking information confirming deliveryAt the time of your phone call, we issued a trace through the shipping carrier, and released a new order to you at no additional costThe 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 packageBased on the information that UPS provided, you had the original order, valuing $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 callsFollowing the phone calls, we sent a day warning letter on April 4th, and still did not receive a response backUnfortunately, with no response to our communication attempts, your owed balance was turned over to our collections agency, C*** and W***At this time, Guitar Center is unable to remove the balance from your account, as it has been transferredYou will need to contact C*** and W*** for further assistanceThey can be reached at ###-###-####.If you have any other questions or concerns, please do not hesitate to contact me W*** ***Customer Service Supervisor***@guitarcenter.com

Complaint:
I am rejecting this response because:
While I appreciate the explanation, much of it is semantics By Guitar Center's own account they have a system that updates in "no time" It took days to notify about "back-order" from a system which updates in "no time" And, again, that's after a phone call I placed and was told the guitar was going out for delivery that day I don't see that part of the disconnect being addressed That alone is the sticking point for me Your system failed, by my example, and I'm the one being punished.Allowing "customers to place an order for any item regardless of its availability at the time" wreaks of classic bait-and-switch when your website shows the product as available/in-stock at the time an order is placed.Nowhere in the description of the item I ordered does it say vs It just says "Epiphone Custom Classic Pro" I would prefer the item I placed an order for the "Epiphone Custom Classic Pro" Do you have an item with the same feature set closer to that price range that isn't the Epiphone Custom Classic Pro? The only thing I see is the Epiphone Tribute Plus.While I appreciate the offer to assist in "finding an alternative item", this is not the issue The issue is a company honoring a sale for an item they listed as available; a company honoring an employee's statement that the order was going out that day This is the guitar I would love It's the reason I chose it Regards,
R*** ***

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]

Dear MrM***, Thank you for bringing your concerns to our attentionI sincerely apologize that your purchase arrived damagedAfter reviewing your account, it appears that you have been in contact with a member of our management team regarding your situationEmily has been working with
both UPS and our claims department in an attempt to resolve your situationWe have scheduled multiple attempts to have UPS both inspect the damaged package and pick up the item so that it may be returned for a refundTo my understanding of the situation, you are concerned that UPS is unable to transport hazardous materialGuitar Centers primary carrier for our shipments is UPS, and we transport products that are considered hazardous (fog machine liquid, lithium batteries, aerosol cans, etc) with no trouble at allAs 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 itemsAt this time, we will not be providing a refund for an item that you do not intend to return to usIf you would like, we would be happy to schedule another pick up from UPSUPS will arrive with a prepaid shipping label and take the damaged vocal effects processor when they leaveIn absolutely no way will you be held accountable for UPS transporting an item that is leaking hazardous materialShould you wish to accept our offer for a UPS pick up return and cooperate with the carrier when they arrive to collect the item, you will be refunded once it is received back into our inventoryAt this time, your item is nearing the end of the return period and I would advise you to act quickly on your decisionIf you have any other questions or concerns, please do not hesitate to contact meW*** ***Customer Service SupervisorW***@guitarcenter.com

Dear Mr
C***,
Thank you
for bringing your concerns to our attentionI sincerely apologize for the difficulties
you have experienced with your recent Guitar Center orderAfter a bit of
research into your situation and speaking with our Fairfax location, it appears that your order was
originally purchased on October
22nd, The original footswitch that arrived with your amp head quit working
shortly after you opened the item, however, you did not inform us of the dead
footswitch until DecemberOn January 16, Guitar Center placed an order
for a replacement footswitch at no additional costTypically we would advise
our customers to take advantage of their Pro Coverage or the manufacturer
warranty in these casesUnfortunately, you did not purchase the Pro Coverage
so we attempted to resolve the situation directly through our storeAt the
time of the replacement order, everything seemed to be satisfactoryAs of
March 12th, 2016, our store was informed that you were no longer happy with the
replacement footswitch and were seeking to replace it with the Marshall M-PEDL
way footswitchAt this time, Steven Mastric, the Customer Service Manager
with our Fairfax location has contacted Marshall for a recommendation on a
pedal that may suit your needs, as the pedal mentioned above is not listed as
compatibleSteven has also attempted to contact you by phone to discuss a
possible resolution that would be best for youI will continue to update you
with any additional information I receiveIf you have any other questions or
concerns, please do not hesitate to contact me
W*** ***
Customer
Service Supervisor
W***@guitarcenter.com

Dear MrV***,
Thank you for your responseClearance items are reserved for our store locations only, as they are marked down in an attempt to sell out of an overabundance of inventoryUnfortunately, due to the massive amount of items we carry, Guitar Center is unable to individually inspect each instrument that we receive from our manufacturesOn occasion, we do receive “factory fresh” instruments that happen to be damaged or defective without our knowledgeIn these cases, we offer a refund or exchange for an item in the same condition
During your conversation with N*** ***, he mentioned inventory that was available at your local storeAccording to the information on your account, you were unable to find an ES-in a quality of your likingWe offered to issue a full refund, if you were not interested in purchasing another clearance itemWe also advised taking your purchase to your local store, as it would be the fastest option to get process a return or exchange
At this time, we are more than happy to issue a refund or set up an exchange order for another clearance guitarPlease keep in mind that inventory from our warehouse will not be discounted or marked as clearanceClearance items are in store only
Please let me know how you would like to proceed
MsW*** ***
Customer Service Supervisor
W***@guitarcenter.com

Dear MrF*, Thank you for bringing your concerns to our attentionI sincerely apologize for the inconvenience you have experienced with your recent Guitar Center item inquiryAfter reviewing your account, I do see that you spoke with a member of our management team regarding the purchase of a
Yamaha MOFsynthesizerAfter reviewing the information regarding the 20% promotion, it does appear that Yamaha is part of our manufacturers exclusion list and chose not to participate in that particular promotionAdditionally, according to our records, the 20% promotion that you wished to redeem had expired on December 16th and was no longer active during the time of your purchaseThis could have also caused difficulties when you attempted to place your order. I do see that you've attempted to purchase the Yamaha MOFmultiple timesThough we are unable to discount Yamaha's products, we do carry many other brands of key synthesizer's that you may be interested in If there is another brand that you might be interested in, I would be more than happy to get you the best deal possibleAgain, I apologize for the inconvenience you have experiencedIf you have any other questions or concerns, please do not hesitate to contact meW*** ***Customer Service Supervisor***@guitarcenter.com

D** ***, legal counsel to Guitar Center following up through Glenn's log in.MrY*** does indeed have the option to refuse to sign the pin pad for a credit card transaction, but that does not mean that Guitar Center is required to offer alternative measures to indicate that MrY*** has acknowledged and agreed to the credit card terms for a sale.Additionally, the website quoted is from a website that provides loan servicing/Payment Processing services to colleges and universities and not a government statement regarding ESIGN. The quote seems to merely convey the idea that a consumer may refuse the option to sign electronically and take the business elsewhere to another business that offers paper signatures. Under ESIGN, both parties have to agree to use electronic signatures. Guitar Center is free to decide on the method of signatures for credit card transaction, and accordingly, the customer is free to refuse that method. Guitar Center does not, and does not intend to offer such an alternative in stores, and we acknowledge that we cannot require anyone to sign the pin pads; however, Guitar Center may uphold electronic signatures as the sole option to acknowledge a transaction, and as a result will not receive the customer's consent for the transaction (thus, leaving the transaction incomplete/void). I have a firm second opinion from a highly ranked, national law firm, with experts in this area and have had them take a second look after receiving the follow up from MrY***. If MrY*** feels this strongly, he may pay cash for purchases or look for alternatives with other merchants, but Guitar Center is in full compliance with the law on this issue. Guitar Center is compliant and we consider this case closed. Regards,D** ***

The store has issued a return label to the customerThe bass was received by the store and the funds are on their way back to the customer's cardThe store manager will be in direct contact with the customer from here on out

Dear ***, We have been aware of your issues on this move since OctoberWe have been proactively trying to contact you since your delivery to try and resolve your issues. Unfortunately, all of our calls and emails to you have gone unanswered. We received your claim for the
damaged TV in NovemberWe are trying to resolve your claim and account as a wholeWe also acknowledge being delayed for your pickup and we will provide the compensation do to you per our contract We do not take responsibility for your estimate being higherWe were hired to move pieces for an estimated weight of pounds from SC to VAWhen our driver reached your pickup location, you added pieces to be movedBefore we started the move, you agreed to a new estimate which included the additional items you wanted moved Before we left your pickup address, we asked to do a walk through your home with your wife and was advised that there was not enough time. Please understand, if it is determined that our driver was at fault for leaving the items behind, we will take full responsibility and reimburse you the shipping costs We tried to call you again today to work out these issuesI'm not sure why you are avoiding us and choosing to just file this complaint against us instead of contacting us so we can come to a reasonable resolution Please contact our office so we can work towards a mutual resolutionSincerely, MBM Moving Systems Tell us why here

Dear MrS***, Thank you for bringing your concerns to our attentionI sincerely apologize for the difficulties you have experienced with your Guitar Center purchaseI also appreciate that you provided screenshots to Jared when your concerns were originally brought to lightAfter reviewing your
account and receiving clarification on the rebate from our marketing team we were able to find a solutionThe Yamaha Month certificates had a one week window in which to act on the discountSince this will delay the process of getting you your overdue savings, I would be happy to simply discount an item(s) of your choosingYou mentioned that you would accept a Yamaha RHHReal Electronic Hi-Hat Controller in place of the certificateThis item is priced at $and we could remove $from your totalPlease let me know your thoughtsW*** ***Customer Service SupervisorW***@guitarcenter.com

Dear MrW***, Thank you for bringing your concerns to our attentionI sincerely apologize for the inconvenience you have experienced with your recent guitar center purchaseIt is very important to provide the best service to all of our musicians both young and old, and I want to make
sure that your daughter has everything she needs to be successful I have contacted the store whom originally assisted you, to see if their management staff would be able to reach out and help get you taken care ofI received confirmation today, from the customer service manager A*** and he informed me that he did have the opportunity to speak with youIn speaking, you and A*** were able to find a solution and it sounds like you will be working together to get a replacement for your daughterAt this time, I believe that your situation is in the process of being resolvedIf you have any other questions or concerns, please do not hesitate to contact meAgain, we appreciate your feedback and will ensure that similar situations do not occur in the future*** ***Customer Service Supervisor***@guitarcenter.com

Complaint:
I am rejecting this response because:The issues is still not resolvedTheir response requested that I send them screen shots directlyI have sent them directly to W***@guitarcenter.com as requested in their response
Regards,
M*** ***

Dear MrH***,
Thank you for bringing your concerns to our attentionI sincerely apologize for the difficulties you have experienced with your Guitar Center purchaseAfter reviewing the information you’ve provided, it does appear that your purchase is well outside of our day return
policyAt this time, we would be unable to offer a full refund or exchangeFortunately, Peavey offers a year warranty on their amplifiersThe manufacturer warranty covers defects in both material and workmanshipTo take advantage of the warranty, you can simply visit the link provided below
https://peavey.com/support/warranty/
If you have any other questions or concerns, please do not hesitate to contact me
W*** ***
Customer Service Supervisor
W***@guitarcenter.com

Initial Business Response /* (1000, 10, 2016/09/26) */
Mr*** has been contacted by our claims department in regards to processing a claim for damages to his tableHe has been advised in order to receive reimbursement he would need to complete the appropriate paperwork in order to resolve any
issuesPlease be advised our office has every intention to resolve this issue, we simply need Mr*** follow the agreed upon processWe look forward to completing this complaint and resolving all issues with this shipper
--more information from folo email by Revdex.com staff:
The shipper was emailed a claims form that needs to be completed in order to process the claimWe also need the shipper to submit photos so that our claims department can determine the extent of the damage
Initial Consumer Rebuttal /* (3000, 14, 2016/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They are correct, we have been contacted, however; we initiated that contact due to the fact that their shipper did not file the needed forms and picturesNow, it's being put on us to drive the resolutionSeems like a great business practice - ignore the submission, make it as difficult as possible to get it resolved and hope it goes away
Having moved to a new location, we are expected to find repair locations, get three estimates and then submit the claim? As previously stated, their shipper filled out the forms, took pictures and told us we would be contacted by someone to come and assess the damage, recommend repair or replacement, or provide payment for the damage
It should not be my responsibility to run down the cost for repair, when they damaged the items and their representatives stated the above process
I have completed the form, taken additional pictures and offered to send them in, but was informed that without estimates, they would not be acceptedAnother example of ignoring the customer and hoping they give up!
Final Consumer Response /* (2000, 17, 2016/10/14) */
From: *** *** [mailto:***@gmail.com]
Sent: Friday, December 09, 1:PM
To: ***
Subject: Re: Revdex.com Complaint: MBM Moving Systems
Good Afternoon ***,
Thank you for the follcallMy apologies for not closing this out earlier, which I thought I had done
The repairs to the table were made at my home, on Oct14, at 11:AMThey are fully acceptable and I do consider this satisfactorily addressed
Best Regards,
***