Guitar Center, Inc.

Complaint:
I am rejecting this response because:
I am disabled and not able to pack and lift and return ship item for repair that is a ridiculous solution
Regards,
*** C***

Complaint:
I am rejecting this response because:Below is the email I sent to Mr Colon and states the reason this response is unacceptable. Hi Whitney,I just read your response at the Revdex.com site Yes, I did place my order online, but I certainly did not ask this to sent from a store I had no idea where the instrument would be sourced from - how would I? What I received was a defective guitar, so I called your number to have this order replaced, and was successful in doing so (order # GC11835723) After checking with a supervisor, your phone representative assured me I would received a “factory fresh” guitar shipped from you Kansas City warehouse If you want to check the phone logs, please do so Twenty minutes later I received a voice mail from N*** *** stating he was cancelling my order His reasoning was, I had purchased too many of these guitars Well yes, I purchased two for myself, one natural and one sunburst and another as a Christmas gift for my son He acted like I was doing something unsavory by buying these instruments! The naturals were listed for $for quite a few days, so if I wanted to buy 10, what’s the issue? Originally when I ordered the sunburst, the naturals were on backorder (I was willing to wait), so one of your supervisors who cares about good customer service gave me a discount on the sunburst That guitar arrived in vey bad shape - and the cancellation by MrColby was incredibly frustrating To mean “clearance" does not mean used or defective The guitar I received should never have been sent to ANY customer (if you care about what you’re selling them).What I would like to happen is to reinstate my order for the replacement sunburst guitar order # GC11835723 If that means shipping one from a store or from the warehouse does not matter I would like a guitar that is in new condition and what I and anyone else would expect when buying an instrument for Guitar Center I will return the defective guitar to the Brookfield, WI store.Sincerely,*** V***DV ProductionsMilwaukee, WI 53211
Regards,
*** V***

MBM Moving Systems LLC, is in receipt of this complaint and are in communications with Ms***.Sincerely,MBM Moving Systems LLC

Dear MrR***,
Thank you for bringing your concerns to our attentionI apologize for the difficulties you have recently experienced with Guitar CenterAfter reviewing your account, I see that you placed an order for a used condition Fender Deluxe Reverb 22W 1XTube combo amplifier on
August 7thThis purchase was during our “Big Payback” promotion and would have qualified for $GC bucksI also see that you returned the Fender Deluxe on August 18th, which should have voided any pending GC bucksIt appears that you were mistakenly provided with an ecertificate, and returned to our LA location to purchase two whampler effect pedals, later returning oneUnfortunately, you would not receive the GC bucks originally used to purchase the pedals, as the item was returned for credit and was not exchanged for another itemAdditionally, per the information you have provided, you returned the pedal after the GC bucks promotion period had ended, so any returned GC bucks would have been expired at the time of your store visitI have provided a link below to review the Guitar Center "Big Payback" promotion details
http://www.guitarcenter.com/pages/GC-Bucks.gc?rel=email&source=4TP5HDBA
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, 6, 2016/05/11) */
MBM Moving Systems, LLC apologizes to Mrs*** regarding her missing boxMrs*** just sent in a claim form on 5/and did not allow us to reach a reasonable resolution regarding her missing itemOur policy indicates that we have
days from the date of submission to process a claimMBM Moving Systems, LLC goal is to try and handle all claims within days of receiving the claimMBM Moving Systems strives to provide the best possible service we can and when a shipper feels we have not done so it is important for us to knowMBM Moving Systems, LLC has contacted Mrs*** regarding her claim for the missing box, after failing to locate the box we agreed to a reasonable resolution regarding the claimMBM Moving Systems, LLC thanks Mrs*** for allowing us the opportunity to reach a resolution to meet 100% satisfaction
Sincerely,
MBM Moving Systems, LLC
Initial Consumer Rebuttal /* (2000, 8, 2016/05/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I except the response to my claim and trust that the company will honor their agreement in this matter

Dear MrA***,
Thank you for bringing your concerns to our attentionI sincerely apologize for the difficulties you have experienced with your recent Guitar Center purchaseAt this time, I have contacted our Central Houston location, in an attempt to locate the missing Floyd Rose tremolo
barOnce they have confirmed that the item is available, I will send along an update so you’re aware that it is being sent to youIn the meantime, if you have any other questions or concerns, please do not hesitate to contact me
W*** ***
Customer Service Supervisor
W***@guitarcenter.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11570816, and find that this resolution is not ideal but acceptable to meI would like the addition you mentioned to be credited back towards the Amex card used in the transactionI find it very uncanny that it took submitting a Revdex.com complaint to actually get my product the same day!
Regards,
C*** ***

Dear MrV***, Thank you for bringing your concerns to our attentionI sincerely apologize for the difficulties you have experienced with your recent Guitar Center orderAfter reviewing your account, it appears that you ordered a used Yamaha YDPthat shipped from one of our store
locationsSince the item was damaged in transit and discarded by the carrier, the shipping store would be responsible for issuing a refund or replacementAt this time, we have contacted the store on your behalf and they have processed a refund in the full amount of your purchase priceIn most cases, it takes 3-business days for a bank to release fundsIf you do not see your refund within the allotted time, please let us know. If you have any further questions or concerns, please do not hesitate to contact me. W*** ***Customer Service SupervisorW***@guitarcenter.com

Dear MrR***, Thank you for bringing your concerns to our attentionI apologize for the difficulties you have experienced with your Guitar Center purchaseGiven the period of time that you've had your Laguna bass guitar, we would not be able to offer a refund for the instrumentGuitar Center
offers a 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 instrumentAt 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 possibleIf you have any other questions or concerns, please do not hesitate to contact me Whitney ColónCustomer Service [email protected]

I reject Guitar Center's response because this company has continued this practice over numerous transaction over the years I have done business with themI have attached all three Guitar Center coupons, which were said to be valid by various representatives for the companyAlso, while Guitar Center now says Promo Code t803bz1w7ydwas expired at the time of purchase, it has no expiration dateThe three Promo Codes included in the attachment, originated with a Guitar Center link in one of the many emails the company sent to me during the Christmas SeasonThe company habitually advertises items that are on sale, which they do not have in the storeThe company continually baits and switches itemsOn this last purchase, I purchased an upgraded unit online and the Guitar Center sales representative entered Promo Code t803bz1w7yd23, and explained the two others would apply as wellGuitar Center has failed to apply any of the discounted amounts
Complaint:
I am rejecting this response because:
Regards,
A*** ***

Dear MrF*, Thank you for your reply. As I said in my previous response, regardless of the timeframe in which the promotion expired, the manufacturer in question does not participate in Guitar Center promotionsWe are unable to discount Yamaha products, and the information provided to you when you contacted us was correctI would be happy to look into honoring your promotion on an item that would have qualified for the discountIf you have any interest in a different manufacturer, please let me knowAdditionally, if you have any other questions or concerns, do not hesitate to contact meW*** ***Customer Service Supervisor***@guitarcenter.com

Complaint: 10724943
I am rejecting this response because:The contact person is wrong. My statements and messages were concise and accurate. The only variances are with guitar center. I have video and audio of the incident. Guitar center is choosing to ignore the facts. The store manager employee quoted is part of the issue and is protecting his employees with lies. This insane pushback and coverup is the reason why this complaint was opened.
Regards,
T[redacted]

I am rejecting this response because:
First of all, I do not remember being advised about the full value coverage and am not even sure what that is. I did agree to a $400settlement for my destroyed ( a 48 in flat screen tv whose screen was shattered across the front, again due to improper and inept moving techniques) not “damaged” item. They also through incorrect moving procedure pulled off and broke in two an antique dresser top, restoration cost was $40. Until I saw the company’s lie on the Revdex.com website, that they hadn’t spoken to me, I would have been mollified by the $400 but because of this lie, my trust in the company was completely exhausted. Second of all I thought that this was America and my mother was entitled to free speech, this company is not going to dictate to myself or my mother whether or not we can rate a company that we have both used, in any way we see fit. People need to be warned about predatory companies who won’t do the right thing, because that is all I wanted them to do is the right thing and that is to pay for what they destroyed $440. Since the company makes their workers pay for anything they damage I don’t think this is unreasonable! I told jocenia that I would retract both reviews when I received a check for the $400. This has been a nightmare odyssey that I am tired of but why should I the consumer get less than I deserve because I am not a wealthy company owner? Whatever happened to good faith?

Dear Mr. D[redacted], Thank you for bringing your concerns to our attention. I sincerely apologize for the inconvenience you have experienced with your recent Guitar Center order. After speaking with our Platinum Instrument department, it appears that the item that you purchased was incorrectly built in...

our system. I am currently working with our warehouse to ensure that the item is corrected in our system so that I may process your order. According to our Platinum Instrument department, the Gibson Les Paul custom was recently replenished in our inventory, and we should be able to ship this out to you very soon!I will be in touch with you to confirm that your order has been corrected and provide a tracking number as soon as possible. In the meantime, if you have any other questions or concerns, please do not hesitate to contact me directly. W[redacted]Customer Service SupervisorW[redacted]@guitarcenter.com

Dear C[redacted], Thank you for your response. At this time, Guitar Center has processed a refund for the Antares Auto Tune 8 Native Software download. We sincerely apologize for the difficulties you have experienced. You should see the refund of $299.49 process to your original payment method within 3-5 business days.In the future, please understand that software is typically nonrefundable due to copyright laws. We have made an exception as a onetime courtesy, but any further software difficulties will require that we attempt all troubleshooting opportunities before we can offer a refund. If you have any other questions or concerns, please do not hesitate to contact me. W[redacted]Customer Service SupervisorW[redacted]@guitarcenter.com

Dear Mr. T[redacted], Thank you for bringing your concerns to our attention. I sincerely apologize for your recent Guitar Center experience. After reviewing your claim, I contacted the East Brunswick store, and requested assistance from their management staff in getting this situation resolved for you. I...

spoke with Mr. Michael D[redacted], the store manager, and he informed me that he had attempted to contact you by both phone and email. According to my records, Mr. D[redacted] first contacted you on July 14th. The second communication was made the following day on July 15th, where Mr. D[redacted] requested additional information from you regarding your expierience in the store. On July 20th, Mr. D[redacted] left another voicemail message, but did not receive a return phone call. It is my understanding that your prefered method for communication is email, and Mr. D[redacted] sent follow up emails after each voicemail he left. I would be more than happy to get this situation resolved for you. Could you please provide details on the damage to your pedals; if the damage has caused functionality issues, could you please describe them? Any details that you can provide would be appreciated. If you have any other questions or concerns, please do not hesitate to contact me.  Best, W[redacted]Customer Service SupervisorW[redacted]@guitarcenter.com

Dear Mr. W[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. It 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 of. I received confirmation today, from the customer service manager A[redacted] and he informed me that he did have the opportunity to speak with you. In speaking, you and A[redacted] were able to find a solution and it sounds like you will be working together to get a replacement for your daughter. At this time, I believe that your situation is in the process of being resolved. If you have any other questions or concerns, please do not hesitate to contact me. Again, we appreciate your feedback and will ensure that similar situations do not occur in the future. [redacted]Customer Service Supervisor[redacted]@guitarcenter.com

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. G[redacted], Thank you for bringing you concers to our attention. I sincerely apologize for the inconvenience you have experienced with your recent Guitar Center order. I do see that the Musician's Gear 20 foot 1/4" straight instrument cable is listed at $8.99 on our website. After adding the...

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

Complaint: 11111868
I am rejecting this response because:I have already proven that sending it back via ups would be a violation of several federal hazmat laws and not a rejection, I have no other option but to file a law suit since you do not want to relive the issue.  Again I have looked at this case and Legally cannot be done
Regards,
[redacted]