Guitar Center, Inc.

When [redacted] had booked her move with American Van Lines she had waived “Full Value Protection” coverage and elected to have her move covered under our “Standard Valuation Coverage” of $0.60/lbs with no cost to her.  Unfortunately, one item was damaged and she isn’t happy with the coverage she chose. She is requesting Full Value Coverage for free which is unreasonable. In an effort of good faith, we came to a mutual agreement with [redacted] that would settle her claim to her satisfaction.Unrelated to her claim, a review was written by [redacted]’s mom [redacted] against our company.  The review website considers this type of review in violation of their guidelines and “fake”.  Only customers who have had a personal experience with our company can write a review. [redacted] is not allowed to write a review about her daughter’s move. We were hoping to give [redacted] a chance to correct her mistake. Instead we will just notify the review site of the violation by [redacted] and [redacted]. At no time was [redacted] advised her claim would not be paid because of her mom’s “fake” review.I am confused by [redacted] rejecting our offer, since it is what we mutually agreed upon and considerably more than what she is entitled to receive. I believe we have attempted to resolve this matter in good faith and regret that [redacted] is rejecting our offer.Sincerely,American Van Lines

Dear Mr. R[redacted], Thank you for bringing your concerns to our attention. I sincerely apologize for the inconvenience you have experienced with your recent Guitar Center return. After researching your account, it does appear that the store whom assisted you, placed your refund amount on your internal...

Guitar Center account. I see that you contacted our Customer Service department on Friday, November 6th, and one of our representatives was able to assist you. We discovered that your original payment method was no longer active, and instead, we will be transferring the $322.49 refund to you in the form of a check. We have requested that your refund check be sent to your billing address that we have on file: [redacted] E. Telegraph Rd. SPC 17 [redacted], CA 93015. The check may take up to 14 business days to arrive to you, as it is processed through our corporate location. Again, I apologize for the trouble 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

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10807846, and find that this resolution is satisfactory to me.
Regards,
C[redacted]

Complaint: 10803785
I am rejecting this response because:I have checked with a number of businesses and found that as stated by the college form that the patron not the business has the ability to decide on signing on the touch pad or requiring another physical signature or no signature. "The business can require a signature but not electronic." I only gave the one sample to show interpretation by others. I guess Guitar Center could say well Safeways rule doesn't matter as they are just a grocery store "Safway, Kingsoopers, Whole Foods, Natural Grocers, etc... all follow this interpretation." They could also say Lowes is just a hardware store so it doesn't apply "Lowes, Home Depot, Ace, & True Vallue all follow this interpretation." They could say Best Buy is just a box store but, "Best Buy, Target, Costco, Walmart, Dicks, etc... all follow this interpretation." I was informed of this law by the stop theft prevention from AT&T universal card. I have followed up with my bank and they also agree with interpretation of the law given by the universities, AT&T, and the businesses listed above.This is a major issue as a number of companies have cost customers thousands even millions over the past several years by signing on the electronic pad. I have been a customer of Guitar Center for a number of years and with this cavalier attitude toward customer identity safety and disregard to the law I guess I will no longer be a patron. Major companies such as "Target, Walmart, Michaels, etc..." have been targets of credit card scams through the touch pad. As Guitar Center considers this closed I will contact my friends and family and make sure they are aware of this decision and I am sure they will not go to Guitar Center again as a number of them do now. I will also follow up with other measures.
Regards,
B[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11860838, and find that this resolution is satisfactory to me.
Let me first say that I understand that my case regarding the Guitar Center is closed, but needed to contact you regarding the email received this morning indicating you all had not heard from me. I need everyone involved to understand that I have replied to everything I was asked to reply to. Somewhere there was a breakdown in communication within the Revdex.com.I have included the email that I received this morning, indicating the case is closed. also have included the last email message received from the Revdex.com regarding this case. This particular email is from W[redacted] Colon, asking me for details in what I did to try to resolve the matter with the Guitar Center. I have included the email sent to W[redacted] so I am a little puzzled with your remark that did not respond.As a final update to this matter.... I have received the repaired amplifier from Peavey Electronics (manufacturer). They repaired the amplifier with no cost to me. I explained to Peavey that I bought the amplifier from Guitar Center, and received the amplifier nonfunctioning. included the bill of sale so they would know I was being truthful. "assume" this is why they did not charge me for the repair.Again, understand the case is closed, but I assure you that I am very unhappy with the Guitar Center, selling merchandise that does NOT WORK, and not willing to remedy the problem without the Revdex.com intervention. If the Guitar Center had done what they said they would do, from the beginning, there would not have been a complaint.Thank you for your assistance with this matter.
Regards,
D[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11737692, and find that this resolution is satisfactory to me. I need to know what phone number to call to place an order.
Regards,
J[redacted]

ID of 10803785I was forwarded this complaint by Mr. R**.  I am counsel for Guitar Center.  I believe that Mr. Y[redacted]'s claim is that we are required under the cited law to offer paper credit card signature transactions in connection with purchases in our stores.  I have had a reputable...

national law firm evaluate the law and we are not required to offer paper signatures for our credit card transactions.  We do not believe this claim is based on a proper interpretation of the law.  If you have questions, or more information, please contact us.  Glenn has my contact information and can also relay any necessary correspondence.D[redacted]

Revdex.com:
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,
[redacted]

Dear Chaya, Thank you for bringing you concerns to our attention. I sincerely apologize for the difficulties you have experienced with your recent Guitar Center purchase. After reviewing your account, I do see that you've been in contact with our support team and also the manufacturer. Due to our...

contractual agreement with our software manufacturers, we are unable to refund your purchase until all potential solutions have been approached. This agreement is set in place to abide by copyright infringement laws. At this time, I have personally contacted our representative at Antares, and have requested assistance. I will continue to work alongside them and update you as soon as possible. In the meantime, if you have any questions or concerns, please do not hesitate to contact me. W[redacted]Customer Service SupervisorW[redacted]@guitarcenter.com

Dear Mr. C[redacted],
Thank you for bringing your concerns to our attention. I sincerely apologize for the difficulties you’ve experienced with your recent Guitar Center purchase. I assure you that it was not our intention to make you feel as if we were taking advantage of you. After reviewing your...

claim, I have contacted our Williston store location, as it appears that this is where the item originated. You should be contacted by a member of our management team who will help provide a solution to your concerns.
If you have any other questions, please do not hesitate to contact me.
W[redacted]
Customer Service Supervisor
W[redacted]@guitarcenter.com

Dear Mr. H[redacted], Thank you for bringing your concerns to our attention. I apologize for the inconvenience you have experienced with your recent Guitar Center order. I have contacted the manager at the Sherman Oaks Guitar Center in an attempt to get this matter resolved. The manager will be...

refunding the difference of $29.99 for the Big baby Taylor, as well as the full amount of your GC Bucks. If you have not received contact yet, you should be hearing from the store manager directly. If you have any concerns with the refund process, or the steps we are taking to get this resolved, please do not hesitate to contact me.  W[redacted]Customer Service [email protected]

Dear Kristopher,
Thank you for bringing your concerns to our attention. I sincerely apologize for the difficulties you have experienced with your recent Guitar Center repair. I would be happy to look further into your concerns, and work alongside the store to address these issues. Unfortunately,...

based on the information you have provided, I am unsure which store location you visited. Once we’ve determined which location attempted the repairs, I will reach out to them and work on a resolution.
If you have any other questions or concerns, please do not hesitate to contact me.
W[redacted]
Customer Service Supervisor
W[redacted]@guitarcenter.com

Customer went back to the store and was issued a check for the unit. We sent him a $50.00 credit as well. Customer is happy with the outcome.

Complaint: 11764421
I am rejecting this response because:Thank you for the offer. In some reason, I must stake with the Black Roland FP30 for this purchase. However, I was considering have the white arrive to meet the time frame and exchange to black for final.I reached your customer services earlier today. They told me there is no any of this model in stock. (including "White")There is no way for me to accept this offer in this moment. As your promise, you'll find me a better solution and let me guarantee the exchange for Black FP30.I'll wait for your update. 
Regards,
Y[redacted]

Dear Mr. L[redacted], Thank you for bringing your concerns to our attention. I sincerely apologize for the difficulties you've experienced with your recent Guitar Center purchase. After reviewing your account, I do see that you purchased a 2014 Martin Road Series DRS2. Unfortunately, the reason that your...

order was canceled was due to this item no longer being in production. When we begin to run low on inventory for an item, we request additional inventory from the manufacturer. The reason that you were provided different dates for arrival, and received multiple "out of stock" emails is because we were awaiting a shipment to arrive from Martin. Since you purchased a 2014 model instrument, after several weeks, Martin informed us that they did not have any more of this model available in their inventory and could not fulfill our backorders. Your order was then canceled and your funds were returned to your original payment method. Again, I apologize that we were unable to provide the guitar that you had originally purchased. Since Guitar Center does not personally make each instrument we carry, we are at the liberty of the manufacturer. Guitar Center did not cancel your order because we did not want to honor the 20% off discount, as this was a discount generated and provided to many customers during the holiday season. If you have a different Martin in mind, I would be happy to look into honoring your original discount and ensuring that the item ships out immediately. If you have any other questions or concerns, please do not hesitate to contact me. W[redacted]Customer Service SupervisorW[redacted]@guitarcenter.com

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.

Complaint: 11783495
I am rejecting this response because:The issue is not yet resolved.  I have tried contacting the store where I processed the pedal return (10831 W Pico Blvd) (you can speak with the Manager Nick, who is familiar with the issue).  I have attempted to contact Guitar Center corporate.  It has been nearly one month since the pedal was returned and you still have not yet resolved the issue.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11008549, and if they honor my original purchase and ship out my order like they say they will then I find that this resolution is satisfactory to me.
Regards,
J[redacted]

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