Guitar Center, Inc.

Dear Mr. H[redacted], Thank you for bringing your concerns to our attention. I sincerely apologize for the inconvenience you have experienced with your Guitar Center credit. I have reached out to the store whom originally issued your credit, to see if they could assist us in resolving your...

concerns. I understand that when you originally contacted the store by phone, you had requested that the funds be sent back to your gift cards. Since your purchase was made over a year ago and split between three different gift cards, our stores would be unable to place the funds back to those cards. Mr. P[redacted] offered to either send the funds to your local store, so that you may use it whenever you'd like or we could transfer the funds back to a credit card of your choosing. Again, I am terribly sorry for the difficulties you have experienced. If one of the above mentioned options is suitable, please let me know. If you have any other questions or concerns, please do not hesitate to contact me. W[redacted]Customer Service Supervisor[redacted]@guitarcenter.com

Complaint: 11111868
I am rejecting this response because: It is against federal guidelines below for me to to ship this back or drive it back. I will provide the rules and regulation below that explains this even though I have sent it many times to e[redacted] and the other rep that was helping me.  You stated that I was concerned that UPS is unable to transport hazardous material and that the primary carrier for your shipments is UPS, and that you transport products that are considered hazardous (fog machine liquid, lithium batteries, aerosol cans, etc) with no trouble at all. As 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 items.Well this is not the issue.  As you say a fog machine liquid, lithium batteries, aerosol cans, etc can be transported via UPS even  though these items are considered hazardous, BECAUSE THE HAZARDOUS MATERIAL IS CONTAINED AND NOT LEAKING OUT.  However, the situation with my item is that it has, A HAZARDOUS LEAK THAT IS NOT CONTAINED.   This is a big difference.  Because it is against Ups policy and federal regulation to allow any item with a hazardous leak to be shipped because it is leaking and not contained.   I have reported this to the hazardous waste department to UPS and offered both representatives  (e[redacted] and lindsey) to make a three way call with UPS HAZARDOUS WASTE DEPARTMENT,  to verify my claim but the refused to do so.  Futhermore I reported the hazardous leak issue to UPS phone inspection.  This has been reported and if you call the DAMAGE UPS DEPARTMENT and use the original tracking number (as a reference number for the phone inspection) that guitar center used to send the item you will be able to verify the damage report, which not only documents the hazardous waste leak but also documents that the inside of the box you guys only used wrapping paper for protecting the item, which is packaging  negligence on guitar center's part.   I have reported several time that this is an un-contained hazardous leak.  This is part of the reason why I refused the scheduled multiple attempts to have UPS both inspect the damaged package and it pick up.  Below is a detailed explanation of why the item can't be picked by ups or why I can't had over the item to UPS.  Lastly if need be I we can arrange a three way call with the UPS HAZARDOUS WASTE DEPARTMENT OR I CAN GET A STATEMENT FROM THEM EXPLAINING THAT THIS ITEM CANNOT BE SHIPPED BACK  DUE TO A LEAK.I stated its against code of federal regulations to bring item back to a store or for me to release the item to shipping carrier for the simple reason that the hazmat is exposed. Also  also emailed me to ship this item which is against federal regulations pay attention to the yellow highlighted area.CODE OF FEDERAL REGULATIONSTitle 49: TransportationPART 171§171.2   General requirements.(a) Each person who performs a function covered by this subchapter must perform that function in accordance with this subchapter.(d) No person may offer or accept a hazardous material for transportation in commerce or transport a hazardous material in commerce unless that person is registered in conformance with subpart G of part 107 of this chapter, if applicable.(e) No person may offer or accept a hazardous material for transportation in commerce unless the hazardous material is properly classed, described, packaged, marked, labeled, and in condition for shipment as required or authorized by applicable requirements of this subchapter or an exemption or special permit, approval, or registration issued under this subchapter or subchapter A of this chapter.(f) No person may transport a hazardous material in commerce unless the hazardous material is transported in accordance with applicable requirements of this subchapter, or an exemption or special permit, approval, or registration issued under this subchapter or subchapter A of this chapter. Each carrier who transports a hazardous material in commerce may rely on information provided by the offeror of the hazardous material or a prior carrier, unless the carrier knows or, a reasonable person, acting in the circumstances and exercising reasonable care, would have knowledge that the information provided by the offeror or prior carrier is incorrect.(i) No person may certify that a hazardous material is offered for transportation in commerce in accordance with the requirements of this subchapter unless the hazardous material is properly classed, described, packaged, marked, labeled, and in condition for shipment as required or authorized by applicable requirements of this subchapter or an exemption or special permit, approval, or registration issued under this subchapter or subchapter A of this chapter. Each person who offers a package containing a hazardous material for transportation in commerce in accordance with the requirements of this subchapter or an exemption or special permit, approval, or registration issued under this subchapter or subchapter A of this chapter, must assure that the package remains in condition for shipment until it is in the possession of the carrier.(m) No person may falsify or alter an exemption or special permit, approval, registration, or other grant of authority issued under this subchapter or subchapter A of this chapter. No person may offer a hazardous material for transportation or transport a hazardous material in commerce under an exemption or special permit, approval, registration or other grant of authority issued under this subchapter or subchapter A of this chapter if such grant of authority has been altered without the consent of the issuing authority. No person may represent, mark, certify, or sell a packaging or container under an exemption or special permit, approval, registration or other grant of authority issued under this subchapter or subchapter A of this chapter if such grant of authority has been altered without the consent of the issuing authority.(IN ONE OF YOUR EMAIL YOU ASKED E TO SHIP THE ITEM WITH HAZMAT EXPOSED I TOLD YOU I COULD NOT AND CITED YOU THIS CODE. DOING SO WOULD BE FALSIFICATION , AS STATED ABOVE)§171.3   Hazardous waste.(a) No person may offer for transportation or transport a hazardous waste (as defined in §171.8 of this subchapter) in interstate or intrastate commerce except in accordance with the requirements of this subchapter.(b) No person may accept for transportation, transport, or deliver a hazardous waste for which a manifest is required unless that person:(1) Has marked each motor vehicle used to transport hazardous waste in accordance with §390.21 of this title even though placards may not be required; (2) Complies with the requirements for manifests set forth in §172.205 of this subchapter; and(3) Delivers, as designated on the manifest by the generator, the entire quantity of the waste received from the generator or a transporter to:(i) The designated facility or, if not possible, to the designated alternate facility;(ii) The designated subsequent carrier; or(iii) A designated place outside the United States.Note: Federal law specifies penalties up to $250,000 fine for an individual and $500,000 for a company and 5 years imprisonment for the willful discharge of hazardous waste at other than designated facilities. 49 U.S.C. 5124.Note 1:EPA requires shippers (generators) and carriers (transporters) of hazardous wastes to have identification numbers which must be displayed on hazardous waste manifests. See 40 CFR parts 262 and 263. (Identification number application forms may be obtained from EPA regional offices.)
Regards,
A[redacted]

Complaint: 11512367
I am rejecting this response because:No refund was given at any point. I have statements that prove I have been paying on the synthesizer for the past year hindering me to make payments on other items. Also I was told I would receive a phone call within 24 hours after investigating the issue with Guitar Center Customer Service on 6/15/2016. No one has returned my call to talk about anything. Also, this is not the first time this has happened. Records from my home store in Pittsburgh PA, Customer Service, Synchrony Bank and any store I order from online do not always match. 
Regards,
J[redacted]

Dear Mr. J[redacted], Thank you for bringing your concerns to our attention. After reviewing your account, I do see that you’ve spoken with one of our Customer Service representatives. The 20% off promotion that you’ve referenced was our “Best Ever” promotion that was valid from 12/9/2015 until...

12/17/2015. According to my records, you placed your order on 12/23/2015 and therefore this promotion was no longer valid. The Snowdays2015 promotion for 45% off any one item is not a Guitar Center promotion. Often times our customers will seek out coupon codes via the web, which can turn up a number of false codes that are not distributed by the company. The Snowrocks coupon code is a current promotion that Guitar Center has available from 2/9/2016 until 2/29/2016. This promotion will save you 8% off a single item valued at $89 or more. The Tascam DP-03SD would qualify for this coupon and would drop the price from $249.99 to $229.99. If you would like to take advantage of the promotion, we would be happy to apply it to your order. At this time, we will not be offering the 20% discount as it has expired, nor will we be honoring a discount that is not one of Guitar Center’s promotions. If you have any other questions or concerns, please do not hesitate to contact me. W[redacted] Customer Service Supervisor W[redacted]@guitarcenter.com

Complaint: 11783495
I am rejecting this response because:
Regards,
B[redacted]
The online purchase you referenced was a separate order.  For that particular guitar amplifier, I purchased it online because it was marked as "excellent" condition, i.e. without any scratches or marks.  When I went to the West LA Guitar Center to pick it up, I noticed the amplifier was covered with scratches so I never took it home and returned it on the spot.The transaction I am referring to, as I have clearly noted in my complaint, was an in-store purchase from the Hollywood Guitar Center where I purchased because I was told I would receive Guitar Center Bucks as part of the promotion.  If you are claiming the $160 Guitar Center Bucks I received were from the online purchase that was returned, what happened to the Guitar Center Bucks from my in-store purchase?The existence of the promotion was the sole reason I purchased the guitar amplifier from Guitar Center.  If you are not going to honor that promotion, and honor it as it was marketed to consumers, then I will gladly arrange to have your company issue a refund for all items purchased including the guitar amplifier.

Hello,As discussed with the customer yesterday via phone and email, we are going to find an alternate digital piano that we will overnight to the customer today for delivery by the required deadline, 10/19/2016. The customer let me know last night which piano he would like and the order has been set up for delivery to the store tomorrow as requested. I will also watch for when the original piano comes in stock and will notify the customer so they can exchange it for the one originally purchased.

Dear Mr. J[redacted] Thank you for your reply and for providing the attachments. As I stated in my previous response, the coupons that you have received were not coupons sent to you by Guitar Center. The attachments that you provided are from Retailmenot.com, a coupon code website. Of the three promotions listed in your attachment, only one of the coupons (SNOWROCKS) is a “Verified” code. This is the same promotion that we confirmed was accurate and have offered to use on your purchase. Guitar Center does not provide coupon code information to this website. The coupon information that is listed on this website is either codes that other Guitar Center customers have received to their email (which are one time use codes) or the codes are from past years and are no longer valid. The final two codes in your attachment were submitted by users who frequent Retailmenot.com. Unfortunately, Guitar Center does not have control over the false coupon codes that have been posted. In the future, I would advise that you contact one of our sales associates, and they can provide true coupon codes for your purchase. We will not be offering the 20% off Non Sale item over $99 promotion or the 45% off any one item promotion, as they are not valid. Again, if you would like to take advantage of our SNOWROCKS promotion, please feel free to give us a call before 2.29.2016, as this promotion will expire soon. If you have any other questions or concerns, please do not hesitate to contact me. W[redacted] Customer Service Supervisor W[redacted]@guitarcenter.com

American Van Lines has tried to reach out to Ms. [redacted] in order to address her concerns and we have not yet received a response. Sincerely,American Van Lines

Dear Mr. J[redacted], Thank you for bringing your concerns to our attention. I sincerely apologize for the inconvenience that you have experienced with your recent Guitar Center order. After reviewing your account, I see that you placed an order for a used 2007 Fender Mustang on December 21st. According...

to our records, your bass was purchased from the Madison Wisconsin store.  In our Purchase Terms and Agreements, we specify that some of our products that are identified as "Hot Buys" do have limited quantities. Used items and close out prices may be limited to stock on hand and are offered on a first come, first served basis.  Unfortunately, due to the used condition of the item you purchased, and the year in which it was made, the store that you purchased it from only had one item in inventory. Orders that are placed via our website do require processing time. When payment information is entered, we confirm the information with your bank, and once verified, your order begins processing through the store. During the timeframe that it took for your order to be verified, a customer physically entered the store and purchased the Fender Mustang. Since the item you ordered was no longer available, your order was canceled and the funds were released back to your original payment method. Unfortunately at this time, we do not have another 2007 Fender Mustang available in our inventory. If you would like to purchase a different bass guitar, I would be more than happy to assist you in selecting one that is very similar to the original bass. If you find another used item on our website that you are interested in, I would recommend contacting the store that has the inventory and speaking with a member of their team. By speaking with a representative, they can assist in placing your order and the inventory will be set aside for you. If you have any other questions or concerns, please do not hesitate to contact me. W[redacted]Customer Service SupervisorW[redacted]@guitarcenter.com

I am rejecting this response because:
Buyers beware.  Do not do business with this company.  MBM is a dishonest and disreputable company.  MBM does not honor their commitments and obligations.  MBM does not pick up or deliver according to agreed upon schedules.  MBM does not properly pack your property to provide adequate protection.  MBM's movers steal your personal property without any consequences or reparation from MBM.  MBM does not pay for the damages that MBM causes to your property even when you purchase full value coverage with no deductible. I purchased full valuation coverage with no deductible from MBM Moving Systems to protect my property during a move. Substantial damage was incurred due to carelessness and lack of professionalism of the movers. I filed a detailed claim with photos and researched full valuation pricing for each item. The methodology that MBM utilized to determine the cash out value for the damages that I claimed was inadequate and consistently undervalued the damages. MBM also used various tactics in order to refuse to pay the claim. MBM consistently undervalues the items & even rejected items even though the movers caused all of the damages, yelled, insulted, intimated me & refused to document the damages in their paperwork.  MBM caused damages totaling $4,261.74 based on fair market value as determined by full valuation coverage methodology.  Furthermore, many of the damaged items in the claim were brand new in their original packaging with the tags attached. The claims evaluator erroneously disallowed numerous valid claims and consistently displayed incompetence with significantly undervaluing the cash out value of the claims that were submitted.  The settlement offer fails to repair, restore, or replace the damaged items or compensate for the items replacement at their respective current fair market values.  Provide documented proof of the evaluator’s source and fair market value determination for each item of the claim.

Dear Mr. [redacted],
Thank you for bringing your concerns to our attention. I sincerely apologize for the difficulties you have experienced with your recent Guitar Center repair. Could you please confirm the store location that you visited for your repair? Additionally, if possible, could you please...

provide pictures of any damage or repairs that are of importance? Your pictures can be sent to my direct email address provided below.
W[redacted]
Customer Service Supervisor
W[redacted]@guitarcenter.com

Dear Mrs. B[redacted],   Thank you for the additional information, I was able to locate your sons account. Unfortunately, the Guitar Center ProCoverage service does not provide replacements for items that are normally designed to be periodically replaced or consumed during the life of the product. This would include vacuum and power tubes. Typically speaking, power tubes are the least expensive of the two items to replace and vacuum tubes can range between $15 and $90 individually. Sam's Marshall JCM900 requires 7 tubes in total. Do you happen to know which tubes were replaced and if possible, would you be able to provide a copy of the invoice that Preston Electronics provided?   If you have any other questions, please do not hesitate to contact me.   W[redacted] Customer Service Supervisor W[redacted]@guitarcenter.com

Dear Mr. B[redacted],   Thank you for bringing your concerns to our attention. I sincerely apologize for the difficulties you have experienced with your Guitar Center web orders. I assure you that we are not running an online scam. Used instruments are often subject to very low inventory. Since...

our used instruments are available for online purchase and within our stores, there are times that an item may be sold when multiple people have ordered it. If a customer enters the store and purchases a used instrument before an online order is processed, it can appear as "backordered" to our online customers. Additionally, we do not charge our customers for purchases until the order has shipped. The "charge" that you're likely seeing on your credit card statement is an authorization.   Based on your account details, it does appear that our accounting team contacted your bank on April 11th to confirm that your order had been canceled and to assist in removing the pending authorization. In most cases, it can take 3-5 business days for a bank to release an authorization. If you are still seeing the authorization on your statement, please contact us so we would be happy to reach out to your bank once more.   Unfortunately, we would not be able to offer a new instrument for the same price as the used version. However, if you're still interested in the Washburn Resonator guitar, we would be happy to get you the best deal possible. Please let me know if you have any other questions or concerns.   W[redacted] Customer Service Supervisor

Dear Mr. C[redacted], Thank you for bringing your concerns to our attention. I apologize for the inconvenience you've experienced with your recent Guitar Center order. I have contacted the manager of store # 785 in Port St. Lucie, and he will be issuing a full refund for the restocking fees that you received. You should receive your refund within 5-7 business days. If you do not receive your refund, please do not hesitate to contact me.Please let me know if you have any further questions or concerns. W[redacted]nCustomer Service Supervisor   [redacted]@guitarcenter.com

Dear Mr. [redacted], Thank you for your reply. I apologize that you believe the information we have provided is untrue. There is no reason that Guitar Center would knowingly sell the Kemper amp to another customer, especially if your order had processed first. Unfortunately, used instruments have a limited quantity and unique items often sell very quickly. At this time, Guitar Center does not have the Kemper Profiler PowerHead 600W in used condition. Our new condition model is listed at $2,450.00 and does not qualify for promotions, as Kemper is a manufacturer whom does not allow discounts on their products. If you are interested in purchasing a different brand amplifier, I would be happy to honor the 20% off promotion on any participating item. If you have any other questions or concerns, please do not hesitate to contact me. W[redacted] Customer Service Supervisor W[redacted]@guitarcenter.com

Yes, a $200.00 discount on an item of my choice is an acceptable solution. I already found another Yamaha RHH135 that I had previously mentioned but I would like to purchase a JBL LSR310S 10-inch Powered Studio Subwoofer. If you discount the price an additional $200.00, I would like to purchase it today. Let me know how we can make this transaction happen.Josh
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11120289, and find that this resolution is satisfactory to me.
Regards,
J[redacted]

Complaint: 11785240
I am rejecting this response because:  Attached email is all we received from Preston Electronics. 
Regards,
S[redacted]

Dear Mr. R[redacted], Thank you for your reply. When you contacted our customer service department to inquire about your guitar, you mentioned that you were informed that we were unable to get the original guitar you ordered. This information was correct, as the Paul Reed Smith P24 Tremolo Electric Guitar Black Gold Wrap Burst Rosewood Fretboard is no longer available. As I said in my previous response, this item was discontinued by the manufacturer and is no longer being produced; specifically the color option that you selected. When a manufacturer discontinues an item, they often times will ship the distributer any additional inventory they have in their warehouse and we will assist them in selling through the discontinued inventory. The item that was available during the time of your call was on another customers order, however, it was the only Black Gold Wrap Burst color that we were expecting in at the time. Our inventory is shipped to our customers in the order in which they were placed within our system.  Unfortunately since Guitar Center does not manufacturer P[redacted] guitars, we were unaware that we would not be receiving more of this guitar into inventory. This is the reason that your order was pending for some time. Once we received notification from the manufacturer, orders were no longer placed for the item. We do carry other P24 options. The option you mentioned in your response is priced differently because the color option is still part of P[redacted]'s guitar line. Again, I sincerely apologize for the difficulties you have experienced with your order. The discontinuation of your color option was not a decision made by Guitar Center and we did not intend to cause any inconvenience to you. Due to the trouble you have been caused, we have offered to either apply one of our active promotions to our current P24 options or look into a different guitar that you would prefer instead. If either of these options appeal to you, please let me know and I will get you the best deal possible. 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. G[redacted],
Thank you for your reply. I apologize that you were unable to confirm that the Digitech RP500 was discontinued. The information that we received was provided by the manufacturer, and our website was updated accordingly.
We would be happy to replace your item with the DigiTech RP1000, and I have confirmed that we have plenty of inventory available. Since the RP500 is an older model, it was less expensive than the alternative that you've selected. I would be happy to honor the original pricing of $199.95 on the upgraded model. Please simply give our Sales department a call, and they will take care of replacing your order.
If you have any other questions or concerns, please do not hesitate to contact me.
W[redacted] Customer Service Supervisor
W[redacted]@guitarcenter.com

Dear Mr. [redacted],
Thank you for bringing your concerns to our attention. I sincerely apologize for the difficulties you have experienced with your recent Guitar Center store purchase. The information that our contact center representative provided is accurate. In the event that an order is placed...

both in the store and online, the order is fulfilled and sold to the customer whom placed their order first. All orders are authorized, and the funds for the purchase are set aside. Once an order is canceled, the authorization drops off of your credit card within a few business days (depending on how quickly the bank responds to the cancelation).
After researching the discount that you were offered, it appears that the representative who assisted you had offered our “Best Coupon of the Year” promotion, which added a 20% discount to a single item order. Unfortunately, Kemper is a brand that we are unable to discount, per our contract with the manufacturer. I apologize that you were misinformed. If you are interested in purchasing a different brand amplifier, I would be happy to honor the 20% off promotion on any participating item.If you have any other questions or concerns, please do not hesitate to contact me.
W[redacted]
Customer Service Supervisor
W[redacted]@guitarcenter.com