Guitar Center, Inc.

Dear Mr. C[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. The $20.79 shipping charge has been refunded to your original payment method. Please allow 3-5 business days for the...

funds to reflect within your bank account. Additionally, we have contacted our Denver location and passed along feedback to their management staff regarding your delated shipping. Again, I apologize for the inconvenience this has caused. If you have any other questions or concerns, please do not hesitate to contact me.   W[redacted] Customer Service Supervisor

Dear Mr. G[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 reaching out to the manufacturer, we have been informed that the DigiTech RP500 is discontinued from production and...

we will not be expecting any fulfillment on our pending backorders. Unfortunately this is not something that Guitar Center had anticipated. At this time, canceling your order would clear the pending authorization on your Paypal account. If there is another item that you're interested in, I would be happy to provide the best price possible. Please let me know how you would like to proceed. If you have any other questions or concerns, please do not hesitate to contact me. W[redacted]Customer Service SupervisorW[redacted]@guitarcenter.com

Dear M[redacted], Thank you for bringing your concerns to our attention. I sincerely apologize for the difficulties you have experienced with your Guitar Center orders. After reviewing your account, I see that you purchased the Focusrite Scarlett Solo Studio Pack on May 3rd, 2016 via the Guitar Center...

website. Your return request was initially denied, as your purchase was well outside our return period. Guitar Center offers a 45 day return period for most of our instruments. We offer a 14 day return period for recording devices, DJ equipment, workstation keyboards and lighting/fog machines; the Focusrite studio pack is part of our “Recording Gear” category and would have qualified for the shorter return period. Guitar Center recommended contacting the manufacturer directly to see if they were able to issue an exchange outside of their return window. Guitar Center stores are unable to accept returns without the original purchaser present. This store policy is set into place for security purposes and for our customer’s protection. By enforcing this policy, our stores are able to prevent fraud attempts and returns that are issued in error. According to the records on your account, you spoke with a member of our Customer Service team on September 3rd. During your conversation, they approved a return outside of our policy, as a one-time courtesy. Once your return item is received at our distribution center, you will receive a refund to your original payment method. At this time, the store management staff has been notified of your credit card interest issues. They are working alongside Synchrony to correct the financing and interest charges that you have accrued. If you have any further concerns regarding financing, please feel free to contact Synchrony directly, as they are unable to disclose account information to anyone other than the account holder. Synchrony can be reached at: ###-###-#### or via their website https://www.synchronyfinancial.com/index.html   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. K[redacted] Thank you for bringing your concerns to our attention and for providing a picture of the sale tag. I sincerely apologize for the difficulties you have experienced with your recent Guitar Center visit. Unfortunately, based on the information you have provided, I am unable to...

determine which store location you visited. I would be happy to inquire with the store management in an attempt to get you the item you wish to purchase. If you could please provide more detail regarding the missing items and the store you visited, I would greatly appreciate it.

In further response to our customer and the complaint we offer the following: We apologize that the claims settlement has not been the amount that the customer has wanted and we would like to further explain in detail: In all coverage types, insurance policies or valuation coverage there are guidelines and terms and conditions as to how the coverage works and the compensation amounts that are payable under the particular coverage type and the consideration of any applicable deductibles as well. For each type of coverage these are all completely different and many times are policy or coverage specific depending upon choices made by the customer or the insured. As we have explained in detail previously as a mover we provide Full Valuation Coverage which is not an insurance policy/coverage. There is no insurance policy in place of the move, unless Mr. [redacted] has a 3rd party insurance policy that he has not advised us of. Mr. [redacted] elected to take Full Valuation coverage with his move and as provided before it covers the following: "if any article is lost, destroyed or damaged while in your movers custody, your mover will at its discretion, either: 1. repair the article to the extent necessary to restore it to the same condition as when it was received by your mover, or pay you the cost of such repairs; or 2. replace the article with an article of like kind and quality, or pay for the cost of such replacement at current market value. In reviewing the claim and making a determination based upon the aforementioned guidelines, each item submitted unless 100% new n conditioned and unopened from manufacture status, is considered a "used item" and therefore is not required to be considered "new" when the consideration under the coverage is given. Furthermore; if replacement of the item is deemed to be the consideration, then the item or a determination of the items, "current market value" can be sourced from any source, local, online or other competent source in this determination whether used, refurbished or new at the discretion of the claims evaluator under the guidelines of the coverage. In our overall settlement of the claim, all of the items have been determined, in this process and consideration has been provided in the amount of $1,228.13. In addition to this amount we have added additional courtesy compensation in the amount of $771.87 going above and beyond the contractual claims amount as a matter of good customer service and provides a total settlement of $2,000.00 to resolve. The additional 60% offered above is a complete courtesy from our company and is not a requirement, per the guidelines. We have all three times been forthcoming with all information regarding the claims process and valuation coverage chosen. Based upon Mr. [redacted] response, it seems he feels he purchased an insurance policy that would have provided full replacement of his damaged goods and unfortunately that in not the case, as no insurance policy is in effect. Mr. [redacted] has the option to file his claim with his homeowners or other 3rd party insurance coverage if he has it available, but he must keep in mind that he is only allowed to file (1) claim for his move. Should he choose to file with any other insurance coverage, he will not be able to finalize his claim with our offices. Should he file an insurance claim, then they will reach out to our offices for verification of any claim he may have filed with us. At this time we have made a determination based upon the claim submitted and we have also provided an additional amount of compensation of his claim settlement as a good will effort to resolve this matter. We apologize as we are unable to provide a settlement in the amount Mr. [redacted] is requesting. Should Mr. need any additional information from our claims office, we will be happy to provide the information necessary as a matter of good customer service and resolve. Sincerely, MBM Moving Systems

Dear Mr. F[redacted], Thank you for your reply. I have informed the Sacramento store management staff of the incorrect listing, and they are working with our web team to have it corrected. If you have any other questions or concerns, please do not hesitate to contact me. W[redacted]Customer Service SupervisorW[redacted]@guitarcenter.com

Complaint: 11001415
I am rejecting this response because: Yamaha manufacturer is NOT included in the exceptions for the promotion expiring 12/17/15. I would like to know the purchase cost of the Yamaha MoxF8 at the maximum discount available to a GC customer. Once again the original promotion is attached to this message. Please note the mfg. exceptions listed does not included the desired product manufacturer advertised by Guitar Center. 
Regards,
R[redacted]

Dear Mr. [redacted]s, 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 information you've provided, I do see that you have placed two orders for the Korg 9V 600MA Power...

Supply, both of which were cancelled, as the item was no longer available. The power supply purchase made on 4/14/2017 was canceled and the funds were processed to your Guitar Center account. The power supply purchase made on 5/1/2017 was paid for using the $14.11 credit. Once this order was canceled, the funds were returned to your Guitar Center account. I would be happy to transfer the funds back to the credit card of your choosing. Please simply confirm the last 4 digits of the credit card you'd like for the funds to be moved to. If you are still interested in the Korg 9V 600MA Power Supply, we could attempt to special order the item directly from the manufacturer, as we have had little success finding the item within one of our store locations. Please let me know your thoughts. If you have any other questions or concerns, please do not hesitate to contact me. W[redacted]Customer Service Supervisor

Dear Mr. B[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 link to Musician’s Friend that you provided, it does appear that their listing indicates the Gibson Les...

Paul Special Pro EX includes a gig bag. This is true for Guitar Center’s web listing also.Unfortunately, I was unable to find a recent order for you. I would be happy to contact the store that you purchased your Les Paul from, if you’d be so kind to confirm the store that you visited. Since clearance items are advertised by individual stores, I am unable to determine if your store had any stipulations with the guitar that you purchased. Any account or order information you could provide would be greatly appreciated. Please let me know if you have any other questions or concerns. I look forward to speaking with you soon. W[redacted]Customer Service Supervisor[redacted]@guitarcenter.com

Customer was accommodated with a new in stock cajon for the same price as the one current;y on back order. Customer is happy with the resolution.

Complaint: 11851070
I am rejecting this response because:Hi Ms. C[redacted],First off - I apologize for addressing you as Mr. in my last response.There are several inaccurate statements in your response.  First of all, the guitar in question was sent from your Lansing, MI. store.  It was sent in bubble wrap and clearly not in it's factory packaging. This guitar must have been packed by someone at this location and sent to me, yes?  So what you're telling me is, they just pick up a guitar off the wall (this was clearly a used floor model), pack it and send it with no regard if it's in decent shape or not?  If that's what your saying, shame on them.  Secondly, the WAS NO inventory at my local store.  Mr. C[redacted] said I could simply return it there.  I had to call my local store and get the locations of the Guitar Center's that still had this instrument in stock.  No one helped me with this - I had to call each store around the country and ask what condition the guitar was in.  I did not find one in good condition (according to the GC associates I spoke with). Thirdly, I WAS able to place a new order and was told it would be "factory fresh", not used.  That's the order Nate C[redacted] cancelled and why I'm so upset!If you'd like to send another guitar to me, I certainly would be willing to see if I can get one in better shape and will return this one to the store in my area.  You can send it to the store and I will exchange the one I have, or ship it to me and ship this one back.  
Regards,
[redacted] V[redacted]

[redacted], MBM Moving Systems, LLC apologizes for the delay in pick up. We try to service all moves within the dates estimated but due to unforeseen circumstances that is not always possible.  In regards to updates, the customer service team is trained to provide them as we obtain the...

information. We have reached out to you regarding a resolution and are waiting for a response. Please contact our office so that we can reach a mutual resolution. Sincerely, MBM Moving Systems, LLV Tell us why here...

Dear Mr.
C[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 a bit of
research into your situation and speaking with our Fairfax location, it appears that your order was originally purchased on October
22nd, 2015. The original footswitch that arrived with your amp head quit working
shortly after you opened the item, however, you did not inform us of the dead
footswitch until December. On January 16, 2016 Guitar Center placed an order
for a replacement footswitch at no additional cost. Typically we would advise
our customers to take advantage of their Pro Coverage or the manufacturer
warranty in these cases. Unfortunately, you did not purchase the Pro Coverage
so we attempted to resolve the situation directly through our store. At the
time of the replacement order, everything seemed to be satisfactory. As of
March 12th, 2016, our store was informed that you were no longer happy with the
replacement footswitch and were seeking to replace it with the Marshall M-PEDL
2 way footswitch. At this time, Steven Mastric, the Customer Service Manager
with our Fairfax location has contacted Marshall for a recommendation on a
pedal that may suit your needs, as the pedal mentioned above is not listed as
compatible. Steven has also attempted to contact you by phone to discuss a
possible resolution that would be best for you. I will continue to update you
with any additional information I receive. 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 inconvenience you have experienced with your recent Guitar Center purchase. I have contacted the store manager, Ms. S[redacted], at the Allen Park  location. Ms. [redacted] is aware of...

your concerns, and has attempted to contact you by phone to work our a solution that benefits you most. Ms. B[redacted]ill continue to attempt to make contact until your situation is resolved. In the meantime, if you have any questions or concerns, please do not hesitate to contact me and I would be happy to work with both you and the store manager. W[redacted]Customer Service Supervisor[redacted]@guitarcenter.com