Guitar Center, Inc.

Dear Mrs. B[redacted], Thank you for bringing your concerns to our attention. I sincerely apologize for the difficulties your son has experienced with his recent Guitar Center order. I would be more than happy to look further into your concerns. Unfortunately, I am unable to locate the order with the...

information provided. If possible, could you please provide your sons order number or the account details that the purchase was made under? If you have any other questions, please do not hesitate to contact me. W[redacted] Customer Service Supervisor W[redacted]@guitarcenter.com

Dear Mr. M[redacted], Thank you for bringing your concerns to our attention. I sincerely apologize for the inconvenience you have experienced with your recent order. After 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 price. At the time of your call, Mr. C[redacted] did confirm that the return was in our system for order # GC10511177.  Due to the inconvenience you experienced with your original order, Mr. C[redacted] 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[redacted]677. According to our system, on November 25th an order cancellation email was sent to the email address that we have on file for you ([redacted]@gmail.com). Additionally, Mr. C[redacted] offered to provide a $25 gift card for the trouble you had experienced, and that offer was also declined. At this time, it does appear that your desired settlement has been met. Your original order was successfully returned and the refund has been processed. We have also canceled your replacement order per your request. Again, I apologize for the difficulties 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. H[redacted], Thank you for bringing your concerns to our attention. I sincerely apologize for the delay in your recent order. After reviewing your account, it does appear that your order was shipped at 8:00pm on July 18th and is scheduled for delivery on Wednesday, July 20th. Your tracking...

number is 1ZA2552X[redacted]6.I apologize that you were given multiple expectations for the arrival of your wireless system. Unfortunately, backorder dates are subject to change, as manufacturers are not always able to get shipments to us right away. If they encounter production or shipping issues, it can delay the arrival of our stock. Once the shipment arrived from the manufacturer, we requested that our shipping team process your order as quickly as possible and expedite the shipping at no cost. At this time, we have provided a $25 gift card, to make up for the difficulties you have experienced. As a further token of our apology, I would like to refund and addition $50.77. I see that you used several gift cards on your original purchase. If you would like, the additional refund can be in the form of another gift card, or I can apply it to a personal credit card of your choosing. Please let me know your thoughts. If you have any other questions or concerns, do not hesitate to contact me. W[redacted] Customer Service Supervisor [redacted]@guitarcenter.com

Complaint: 10651399
I am rejecting this response because: The business' response does not address the actual complaint.  The dispute is that the business did not issue a full refund according to...

their very own policies and procedures as illustrated in the supporting documentation forwarded with the complaint.  The business needs to address this issue and needs to refund the full amount due.
Regards,
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 reviewing your account, I do see that you ordered the Powerpod 820/S710 PA package. After a bit of research, it appears that this...

portion of your order hasn't shipped due to a system error. I have reached out to our shipping team and requested that they manually pick, package and ship your order with next day air, free of charge. I have received confirmation from our shipping manager and your order will be shipping out first thing tomorrow morning. You will receive a shipping confirmation email once your order leaves our warehouse.  Since the order has been expedited, the tracking information will likely update with an ETA shortly before it is actually delivered. Orders that ship ground, receive tracking updates with each hub that the shipping carrier checks into. Since your order is shipping air, it will not update until it reaches the hub located in Indianapolis.Again, I am very sorry for the trouble you have been caused with your order. We are taking the necessary steps to control these sort of system errors in the future. At this time, if you have any other questions or concerns, please do not hesitate to contact me. Best, W[redacted]Customer Service [email protected]

Complaint: 10851284
I am rejecting this response because:i did everything you asked.. I am hearing impaired so I always use the chat on your website.. I ask the person on the chat to call the store and make sure the item is in stock.. I ask all relevant questions and then I buy the item.. this is exactly what I did.. the person on chat called the store, they verified the item was in stock, told me that the action was a little high and asked if I still wanted it, I did.. so I bought it.. the next day my order was cancelled because it was sold in store.. thisd is after the chat session, the chat to store manager session and then relaying all this back to me to make what I thought was the final purchase.. only to have it cancelled.. I spent an hour or so on the chat, and hour or so looking and a day or two waiting for it to show up only to find out that after all my efforts that it had been cancelled. do you have any more suggestions because the ones you gave me do not work as I have done exactly what you said would remedy the situation.
Regards,
[redacted]

Dear Mr. J[redacted], Thank you for your reply. Unfortunately, as stated in my previous response, your order was placed on a verifications hold. The verification process is put in place for the safety of our customers. High dollar orders that are placed with a credit card require confirmation from the customers bank. Once your bank had confirmed your credit card information, your order began processing. Since a customer entered the store and purchased the item in person, their order was processed first, as your order was still pending with your bank.At this time, since you have purchased a substitute item from another merchant, we are unable to act on your desired resolution. We appreciate you providing feedback on your experience and will work to ensure that this process is simplified in the future. If you have any other questions or concerns, please do not hesitate to contact me. W[redacted]Customer Service SupervisorW[redacted]@guitarcenter.com

Dear R[redacted] and D[redacted], Thank you for bringing your concerns to our attention. I sincerely apologize for the difficulties you have experienced with your recent Guitar Center order. After speaking with the store manager at our Scottsdale location, she was able to provide some insight. D[redacted]...

explained that on Tuesday, January 26th, she was able to provide the Taylor 214CE that you had been waiting on. Additionally, D[redacted] provided a humidifier as an apology for the inconvenience you had experienced. After looking into the Taylor 214CE, I do see that we had multiple dates that we were expecting this item. If a manufacturer is unable to meet the expected delivery time, they often update us with a new date and attempt to meet the deadline. We offer a backorder waiting list to all of our customers so that they may "reserve" an item ahead of time. In your particular case, I understand that you had a specific date in which you needed your guitar. For some of our customers however, it is worth waiting for an item to come in and knowing that they will receive it when the shipment arrives. Regarding the a[redacted]orizations to your payment method; upon submitting an order we will collect an a[redacted]orization from your bank for the order total. This a[redacted]orization places a hold on the funds for the amount of the purchase. At this time, the money is still technically in your account however the a[redacted]orization has placed the funds aside. Customers are unable to access or withdraw the funds, which ensure that the merchant can collect payment after the order has been fulfilled. An a[redacted]orization hold typically lasts for 3-5 business days through most major banks. After this timeframe has expired, the a[redacted]orization will be removed from your bank account. In the event that there is a pending order with our company, a payment method is rea[redacted]orized until the item is available to ship or until the sale can be finalized. This is likely the reason that you noticed several "charges" and "credits" to your payment method. At this time, I believe that your desired resolution has been met. I greatly appreciate the feedback regarding our backorder procedures, and we will work to improve in this area of our business going forward. 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

Initial Business Response /* (1000, 5, 2016/06/16) */
MBM Moving Systems LLC apologizes for any inconveniences caused to Mr. [redacted] regarding his recent relocation. We strive to provide the best possible service we can and when a customer feels we have not done so, it is important for us to know....

After researching Mr. [redacted]'s account we picked up his household goods April 26th, 2016 where the customer was placed into storage per his request. We stored his items in our secured facility in North Carolina and sent Mr. [redacted] a Delivery out of Storage letter which explained to Mr. [redacted] he must provide his first available date of delivery and once we are informed of that date delivery will take place 3-21 days from the first available date. We try to deliver within 3-14 days but this is not always the case. Mr. [redacted]'s first available date for delivery was May 23rd, 2016; the end of the delivery spread would have been June 12th. Mr. [redacted] was delivered June 11th, 2016. Our office spoke with Mr. [redacted] on June 13th to confirm that he had no additional questions or concerns and we were informed that delivery went great. If there is anything else that we can do for Mr. [redacted], please let us know.
Sincerely,
[redacted]

Dear H[redacted],
Thank you for bringing your concerns to our attention. I
sincerely apologize for the difficulties you are experiencing with your Peavey
ValveKing. There are a number of reasons that two of the tubes in your amp may
have went out so quickly, none of which we can determine...

without an inspection.
I am sure that this is the reason that the live chat representative advised
that you visit one of our Guitar Center store locations, as they each have a
knowledgeable staff on hand to assist. Additionally, our records show that you
were offered the Pro Coverage extended warranty but declined to purchase it
during your phone call on December 16th. The Guitar Center Pro
Coverage extended warranty does not replace dead tubes, however, we would
repair or replace the amp if our specialists determined that the tubes are
going out due to a defect in the amplifier. I apologize if the information you
were provided at the time of your purchase was not enough to interest you in
purchasing the Pro Coverage. For your records and potential future purchases, I
have provided the complete list of information regarding our extended warranty
below.
http://www.guitarcenter.com/pages/Pro-Coverage.gc
As you pointed out, Peavey offers a 2 year warranty on
amplifiers. I have provided the manufacturers contact information below if you
wish to reach out to them and discuss the issues that have arose with your amp.
I apologize that this information was not provided during your live chat
conversation. Unfortunately, most manufacturers do not provide warranty work on
instruments that have experienced misuse, and they will likely perform an
inspection on the amp head prior to providing a resolution. If your amp is
experiencing difficulties as a result of a manufacturing defect, then you
should have no problem at all having it repaired through Peavey.
http://peavey.com/support/warranty/warrantytext.cfm
###-###-####
[email protected]
Again, I apologize for the inconvenience
you have experienced. 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 purchase. After reviewing your order, I see that your purchase was shipped from our Indianapolis store location. You mentioned in...

your complaint, that you had contacted Guitar Center for a resolution. Did you get in touch with our contact center or the store that you received the item from? In most cases with a used item, we would offer a return or exchange for the item, as they are purchased “as is.”
If you could provide more details regarding your original attempt for a resolution, it would be greatly appreciated.
W[redacted]
Customer Service Supervisor
W[redacted]@guitarcenter.com

Complaint: 10999008
I am rejecting this response because:Here is a link to your website with the Black Gold Wrap Burst:http://www.guitarcenter.com/PRS/P24-Tremolo-10-Top-Electric-Guitar.gc 
Here is a link to PRS website with a Black Gold Wrap Burst:http://www.prsguitars.com/p24/All you want to do is lie about the color no longer being produced when in reality you feel you sold the guitar for to low of a price. I know your not telling the truth and you know it. The proof is in the above links. Prs  only has a couple of different options when it comes to the P24 Trem and the P22 Trem. You can see and anyone else can see that the Guitar with Black Gold Wrap Burst with a rosewood fretboard is being made and you are even selling them. The only difference is because I bought it online for $1999 and you are selling them now for $3600 all you can do is lie about details.  You can call these guitars anything you want but PRS only has the one I ordered and the Artist Package. The Revdex.com has to be able to see this also.
Regards,
G[redacted]

Dear Mrs. [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 reviewing your order, it does appear that we were awaiting a shipment from Casio. In most cases, our backorder ETA...

is added to an out of stock item fairly quickly. However, during the holiday rush, it did take a bit longer for some items to update. The expected dates on our website are based on information provided by the manufacturer, and are subject to change should they experience any delays.
At this time, we have received a shipment in from Casio, and we are working to process all of our pending orders. You should see a shipping confirmation email within a few business days, confirming that your order is on its way. If you have any questions or concerns, please do not hesitate to contact me.
W[redacted]
Customer Service Supervisor
W[redacted]@guitarcenter.com

[redacted],Thank you for choosing us to service your move from NJ to AL. We take full responsibility for an estimate that is inaccurate if we were in the wrong. Initially you booked the move with 278 pieces listed on your items list and we took over 315 items. This is the reason why your price...

increased. We are glad that after speaking with our operations manager you had an understanding of why the increase took place. We are also happy that we ended on a positive note and were able to address your concerns to your satisfaction. If you have any additional questions or concerns, please let us know. Sincerely,MBM Moving Systems

Dear Mr. O[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. After reviewing your claim and account, I do see that
we attempted to contact you by phone on...

Monday, August 10th, in an attempt to
get this situation resolved for you. We understand that the damage that was
caused to your original portable grand piano was out of both yours and Guitar
Center's control, and therefore, we processed a full refund of the item, with
no need to return it to us. Your refund was processed on Monday, August 10th.
 
As of August 13th, it appears that we received a
chargeback notice from your bank, in regards to your original order. Unfortunately, at this time, Guitar Center is unable to act on the rest of our resolution for you, as you have been refunded for the original purchase, and your bank is trying to collect on an additional $399.99. You will need to contact your bank and remove the chargeback claim against Guitar Center. Once completed, please feel free to contact us, and we would be happy to get the second portable grand piano exchanged out 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

Dear Mr. J[redacted], Thank you for bringing your concerns to our attention. I apologize for the inconvenience you've experienced with your recent Guitar Center order. After a bit of research into your account, and contact with Mr. T[redacted], it appears that you have received a replacement order. You order...

was placed on Tuesday, May 26th for the Adam Audio A7X Powered Studio Monitor (qty 2). We discounted your order as an apology for the previous issues you had with your order. Mr. Thompson confirmed that your order was picked up from the Bridgeton store #342 on Monday, June 1st at 2:42pm. At this time, it appears that your desired settlement has been made, and you have received the original items that you purchased. If you have any other questions or concerns, please do not hesitate to contact me.  W[redacted]Customer Service SupervisorW[redacted]@guitarcenter.com

Complaint: 11007490
I am rejecting this response because:The purchase agreement referenced in Guitar Center's response is of a different form and contains language which is different from the purchase agreement readily available at the time of purchase. My order was confirmed at 12:17 p.m. on the date of purchase; Guitar Center, Inc. Failed to provide notice of the contract to their local office for fulfillment, as stated directly by Guitar Center. This fact highlights an operating error which explains the issue but does not serve to negate my contract for purchase. I have at this time procured an comparable substitute from another vendor,  given Guitar Center Inc's delay in fulfilling the contract. 
Regards

Dear Mr. H[redacted], Thank you for bringing your concerns to our attention. I sincerely apologize for the difficulties you have experienced with your recent Guitar Center order. After reviewing your account, I do see that you qualified for $410.00 of Guitar Center bucks from our June promotion. With...

your unique GC bucks coupon, you placed an order for a used Tascam DR-70D, Eurolite folding DJ stand and Odyssey PAR 20 can. By the time your order was processed, the used Tascam DR-70D was no longer available and resulted in the item being canceled from your order. Unfortunately, Guitar Center does not have record of the iRig with mini-iPad, and your remaining GC bucks were not used towards this order. At this time, you have used $173.46 of the original $410.00 GC bucks. I would be happy to honor the remaining balance of $236.54. If you would like to use your remaining balance, it has been placed on your account as a credit. Please simply give us a call within the next 10 business days, and we can assist you in placing an order with these funds. 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. R[redacted], Thank you for bringing your concerns to our attention. I sincerely apologize for the inconvenience you have experienced with the purchase of your XR20. After reviewing your account, I do see that you contacted our Customer Service department and requested assistance with your...

missing power supply. Unfortunately Guitar Center does not carry the XR20 power supply separately, but one of our representatives contacted the manufacturer to see if we could special order this item for you. Akai did respond to our inquiry and let us know that they could provide us with the power supply, however it may take 6-8 weeks to procure. This time frame is standard for all special order items. If you would like to wait for the product to come directly from the manufacturer, we would be happy to provide it at no additional cost. If you would prefer, we can assist you in setting up an exchange for another used XR20. Before shipping the new item, we can inspect it to ensure that it does include the power supply. Unfortunately, with used instruments, they are not always returned with the accessories that they were originally purchased with. The item description on our website should have specified the missing power supply though, and I apologize that this detail was missing. Going forward, we will work to ensure that all of our used gear have clear descriptions and expectations for our customers. Please let me know your thoughts on the above information. If you have any other questions or concerns, please do not hesitate to contact me. W[redacted]Customer Service SupervisorW[redacted]@guitarcenter.com

Complaint: 11873391
I am rejecting this response because:The information Guitar Center is providing for their case is false. The actual Guitar Center location was closed during the transaction when I purchased the Kemper amp. Guitar Center is claiming that a customer in the store made a down payment for the product at the same time I paid for it online. Looking over complaints (online) made about guitar center order cancellations—I see this is their typical response: someone else paid for the item in the store (just before the person making the transaction online). It seems this response works every time for guitar center.
Regards,
S[redacted]