Guitar Center, Inc.

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 purchase. After reviewing your account, it does appear that the information you were provided was accurate. The instrument that you...

originally ordered was discounted to $449, as it was an outdated model. We had a limited quantity of this model available, and unfortunately we sold out before your order could be fulfilled. At this time, we will not be receiving any more of the 2015 models into inventory, as the manufacturer is no longer producing this item. Instead, we have the current model available. The price difference is indicative of the newer year. If you would like to purchase the 2016 model, we have a 15% promotion that would drop the price to $594.15 that we would be happy to provide. If you would like to take advantage of this offer, please feel free to contact our Customer Service line. 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: 11785240
Order details requested by business - Marshall JCM900-4100 amp head.  Ordered under account name S[redacted] 5313 [redacted] KS 66205
Regards,
S[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11814731, and find that this resolution is unsatisfactory to me. 
Regards,
M[redacted]

Initial Business Response /* (1000, 11, 2016/01/07) */
Our office has reached out to Ms. [redacted] and have been able to reach a resolution with this shipper that was amicable to all parties. We are sincerely grateful to have resolved all issues with Ms. [redacted], and appreciate her willingness to...

resolve.
Sincerely,
MBM Moving Systems

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11896424, and find that this resolution is satisfactory to me.
Regards,
J[redacted]
Store location: 2550 canyon springs pkwy
Riverside ca. 92507
Ph#951-413-2951

Complaint: 11830934
I am rejecting this response because:  I NOT BEEN CONTACTED BY THE STORE YET NOR DO I CARE TO SPEAK TO THEM THEY HAVE OFFENDED MY INTELLIGENCE I WANT THIS ELEVATED TO THE DISTRICT MANAGER AND $100 CREDIT POSTED ASAP!
Regards,
J[redacted]

Complaint: 11312443
I am rejecting this response because:
The used item is still listed as a half stack at this web address:http://www.guitarcenter.com/Used/Blackstar/HT5-Halfstack-W-HT110.gcAfter I paid for this item, the manager called and said it was actually just the head, despite what the ad says, and despite what two other workers told me that they were.It's been a couple weeks, I've been able to order another amp with a more reputable company, so I no longer wish to purchase this as it's advertised.  I merely want the ad to be taken down so another would-be buyer doesn't get stuck with a product that they do not think they bought.
Regards,
S[redacted]

Complaint: 11001415
I am rejecting this response because: valid thru 12/17. see attached. further lies. 
Regards,
R[redacted]

Dear Mr. P[redacted], Thank you for bringing your concerns to our attention. I apologize that a used item was listed incorrectly within the NM store's inventory. I appreciate you providing the information, so that I may take a look at the item. At this time, it does appear that the link has been...

removed from the website, as it is no longer viewable on my end. I have passed your concerns to the store manager to ensure that future mislabelings do not occur.If you have any other questions or concerns, please do not hesitate to contact me.  W[redacted]Customer Service Supervisor[redacted]@guitarcenter.com

Complaint: 11411621
Guitar Center failed to meet its obligation on its end of the purchase This laguna ocean bass guitar had a warranty that was never honored by guitar center because the problems were being dismissed by guitar center employees, and
D[redacted]
I cannot accept this as a resolution, Guitar Center failed to meet its basic obligation on its end of the purchase because all of my concerns were dismissed and ignored during the 45 day return period and warranty period of the bass. Again if I had known about the severity of the problem with this bass I would have returned it, the magnitude of this problem is not simply something that can be disregarded, especially after all my attempts to get this problem resolved by both guitar center and laguna customer support.

Dear Mrs. B[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 account, I do see that your order was placed through our website on December 12th....

Guitar Center offers a few certificate options, and you selected the traditional gift card. Our website specifies that all traditional gift cards ship via US postal service within 24-48 hours of the order being placed. Additionally, we ask that our customers allow 7-10 business days for delivery. Your gift card was printed and mailed on the following business day, which would have put your delivery after the holidays. I see that you contacted our Customer Service department and requested that your gift card be voided, as you no longer wished to wait for the item. At this time, it does appear that your order was successfully voided and your funds were released back to your account on December 24th. Going forward, Guitar Center will ensure that all of our customers are fully taken care of, regardless of the season. If you have any other questions or concerns, please do not hesitate to contact me. Whitney ColónCustomer Service Supervisor[redacted]@guitarcenter.com

Complaint: 11764421
I am rejecting this response because:
Regards,1. I am NOT agree cancel my order and you processed without the permission.2. This message didn't include all the details of our agree resolution.Once you place the message that including the follow information, I'll go ahead to accept it.A promise letter that you will reserved a Roland FP-30 black and ship to store once it in stock. Once you place the message with all the details including the temperate order of Kawei ES100. continuously the back-order of Roland FP-30 Black, and the reserving for ensure exchange promise. Best Regard,
Y[redacted]

Hello,Unfortunately, we have not received our shipment of the piano ordered that was due to us yesterday and would have enabled us to fulfill this in time to meet the date needed of 10/19/2016. While it could come in on Monday, we would not be able to guarantee delivery by the deadline. If willing,...

we do have one of the pianos in a different color, White, which we would be happy to expedite in order to meet the deadline of 10/19/2016. If this would be agreeable, please call us at ###-###-#### and reference the order number for the backordered Black piano. I have left notes on the account approving free 2 Day Air shipping.Sincerely,C[redacted]Manager, Contact Center Operations###-###-####[email protected]

Dear Mr. Nicoll, 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 placed an order for the Line 6 Helix on September 14th. Since this was a...

preorder item that we had not received yet, you were sent a "Backorder Notification" email on the same day that the order was placed. We continued to send backorder notification emails every few weeks. After 30 days we are required to ask for permission to keep a customer's order per Federal regulation. On October 14th, you were sent an email informing you that if we did not hear from you within 14 business days, we would assume that you could no longer wait for your order and we would cancel it. On November 18th we sent another email requesting that you contact us and provide permission to keep your order. We did not hear from you, which resulted in the cancelation of your order.The Line 6 Helix is a very popular item and the manufacturer is still working to fulfill our order with them as quickly as possible. If you would like to replace your order you may do so at your earliest convenience. If you have any other questions or concerns, please do not hesitate to contact me. Whitney ColónCustomer Service [email protected]

Dear Mr. H[redacted], Thank you for your response. It takes no time at all for Guitar Center’s inventory to be updated, which is why your item was flagged as “backordered” and we sent an email indicating that it was currently out of stock. Unfortunately what did require a bit of time was confirmation from the manufacturer. When our inventory on an item begins to dwindle, we have a team of people who notify the manufacturers and place new orders to replenish our stock. In your items case, we did not receive notice from Epiphone immediately. Once an item is confirmed as no longer available, we have a team of representatives who personally contact our customers within 24-48 hours and inform them of the change to their order as well as assist them in finding an alternative item. We received notice from Epiphone on Thursday, March 4th and you contacted us the following day before we could personally reach out to you. We allow our customers to place an order for any item we carry regardless of its availability at the time. This feature is available so customers can reserve their place in line for instruments that they absolutely must have. Though we offer this feature, it is not always possible for us to fulfill our orders, as we do not personally produce each item we carry. We are at the mercy of our manufacturers, and they do a fantastic job keeping us as up to date on their productions as possible. To remain true and fair to all of our customers, all inventory is processed in the order that it was received. We are unable to honor the $449.00 price that you received for the 2015 model Les Paul, as the new item you are interested in is not the same. As I stated before, it is the 2016 model and the price is higher due to the production year. If you would prefer a different instrument that is closer to the original price range, I would be happy to assist you in finding an alternative item. Additionally, we have quite a few used Epiphone Les Paul’s that are in excellent condition that you may be interested in. Regardless of the option you select, we can absolutely get you the best deal possible on any instrument you wish to purchase. Again, I apologize for the inconvenience this situation has caused. I sincerely hope that you allow us the opportunity to get you into a guitar that you’ll love! 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: 12205120
I am rejecting this response because:The contractual obligation I had agreed to was null and void when items I had purchased weren't available, first problem.  You had already placed the rest of the order before you tried to contact me, second problem.  Me returning the items still held me monetarily responsible for packaging and delivery of said items, third problem.  You also failed to mention the attempts I had made to contact Guitar Center, of my own accord, to resolve the issue in October of last year when I received the items and nobody could figure out what happened, adding to the monetary responsibility (i.e. wasting the minutes on my phone on numerous occasions), fourth problem.  "When your order was shipped from us, we experienced an error with your PayPal account, which resulted in a decline." - because several of the items I tried to pay for weren't available.You also said, "An error, beyond our control, occurred while processing your order. You received items that were not paid for." so why am I being held liable.No part of this is my problem or responsibility and until that is realized this will say unresolved.
Regards,
M[redacted]

Dear E[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 the attachments you provided, it appears that your attempts to correct this issue first occurred on April...

13th, 2017.  As I'm sure you're aware, Guitar Center offers a 45 day satisfaction guarantee. Is there a particular reason that you waited 4 months before reporting the tuning mechanism defect? To address your inquiry made on May 22nd:You contacted our support center located in Draper Utah and received a response from our customer service department. In our response you were advised to speak with the store whom shipped your bass guitar. The reason that we recommended this is because our support center cannot make adjustments to store based orders (returns, exchanges, pricing, etc.) What we can do however, is contact the shipping store on your behalf and request that they work with you until your concerns are resolved. The Guitar Center Gear Card is provided by Synchrony Bank. I would advise against ceasing your monthly Gear Card payments, as this can negatively impact your standing with Synchrony Bank. To view the Synchrony Bank Terms and Conditions, please visit the link below. https://etail.mysynchrony.com/eapply/eapply.action?uniqueId=09A77509EF69...⇄ Center does reply to Revdex.com complaints and customer inquiries when they are submitted through the correct organization. There are 112 independently incorporated Revdex.com branches and it appears that your initial claim was not submitted through the correct location. At this time we have determined that you are significantly outside of the Guitar Center satisfaction guarantee. We have advised that you contact either the supplying Guitar Center store (Cincinnati- ###-###-####) or the manufacturer (Fender- ###-###-####). Guitar Center will not offer compensation for repairs, as the defects were not reported until several months after receiving the instrument. If you would like our assistance in contacting the shipping store or manufacturer, please let me know. If you have additional questions or concerns, please do not hesitate to contact me. W[redacted]Customer Service Supervisor

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 order. After reviewing your account, I do see that you purchased the PRS P24 guitar in Black with gold wrap burst on October 12th....

The reason that your guitar was priced at $1999.99 was due to this particular model being discontinued by the manufacturer. The price was lowered to sell out of stock. When items are marked as discontinued, there is a chance that the manufacturer will send us more of the older model to assist them in selling through inventory. This is why your guitar was marked as backorder. Unfortunately, according to the manufacturer, we will not be receiving any more of this model into inventory. If you are still interested in purchasing a Musicman Majesty Arctic dream, we would be happy to assist you in replacing your order. Again, I apologize for the trouble you have been caused. Please do not hesitate to contact me if you have any other questions or concerns. W[redacted]Customer Service SupervisorW[redacted]@guitarcenter.com

Dear Mr. S[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. I am currently working with the store who assisted you, in an attempt to process a refund for the additional $264.45 that you...

were charged for the error that occurred during shipping. I will provide an update as soon as possible. In the meantime, if you have any questions or concerns, please do not hesitate to contact me directly.Whitney Colón Customer Service Supervisor[redacted]@guitarcenter.com

Dear Mr. R[redacted],
Thank you for your reply and clarification. Unfortunately, I do not have visibility of your in store purchase. I have contacted our Hollywood location for further assistance in getting this situation resolved. I will update you with more information as soon as possible.
If you have any other questions or concerns, please do not hesitate to contact me.
W[redacted]
Customer Service Supervisor
W[redacted]@guitarcenter.com