Guitar center

Dear MrH***, Thank you for bringing your concerns to our attentionI sincerely apologize for the delay in your recent orderAfter 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 20thYour tracking number is 1ZA2552X [redacted] 6.I apologize that you were given multiple expectations for the arrival of your wireless systemUnfortunately, backorder dates are subject to change, as manufacturers are not always able to get shipments to us right awayIf they encounter production or shipping issues, it can delay the arrival of our stockOnce 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 costAt this time, we have provided a $gift card, to make up for the difficulties you have experiencedAs a further token of our apology, I would like to refund and addition $I see that you used several gift cards on your original purchaseIf 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 choosingPlease let me know your thoughtsIf you have any other questions or concerns, do not hesitate to contact meW [redacted] Customer Service Supervisor [redacted] @guitarcenter.com

I ordered one guitar from Guitar CenterOrder # SThey said they have to ship it from their warehouse while I orderAfter one day, I got another email saying that the item is out of stock in there warehouse as wellI had to wait one day to get that emailWhile ordering, they couldn't find that they don't have that item in their warehouse as wellI was wondering, what a pathetic website they haveI would have order that item from amazon.com instead of thisNow I'm thinking, whatever the items we are seeing in their website, it may not have in there warehouse as wellLooks like their site is not updatedSo if we order any item, we have to wait long time to get thatNow for this order, the manufacture has to make it and ship it to their warehouseAfter then they have to send it to their storeSo until then whatever I planed everything screwed upThis is a very bad experience I ever hadThanks Guitar Center for this awesome experienceI am not satisfied with this order

Dear MrD [redacted] , Thank you for bringing your concerns to our attentionI apologize for the difficulties you have experienced with your recent Guitar Center purchaseAfter reviewing your account, I do see that you purchased the Native Instruments Komplete Audio in used conditionIn new condition, this item includes both the channel audio interface and a software package When purchasing new, this item requires that the first end user register the physical item, upon registration they are provided with a onetime use serial number for the add- on softwareA second hand user can be provided a registration for the physical audio interface, but the asoftware code will still be registered to the original purchaserNative Instruments will not cancel or transfer the software serial number without permission from the first end user, per their end user agreementThe Komplete Audio is originally priced at $299.00, however, you purchased your item at a discounted price of $(as it did not include the software package) When speaking with the store, you requested the Komplete software, which unfortunately does not accompany the Audio interfaceOur store representative offered a full refund for your purchase, and advised alternative items that would work for youAdditionally, the audio interface that was purchased does not require software to function, but can be used with software if the user desiresAfter reviewing our website, I am unable to find any other used Komplete Audio interfacesAt this time, we are unable to act on your desired settlementGuitar Center cannot request a “Transfer ID” from Native Instruments, as we are not the original end userIf you’re interested in a refund or exchanging your item for another interface, we would be happy to assist If you have any other questions or concerns, please feel free to contact me W [redacted] Customer Service Supervisor W [redacted] @guitarcenter.com

The store has reached out to the customer and they're going to exchange the amp in question for a new one in box Customer is happy with resolution

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11030247, and find that this resolution is satisfactory to meAs the business stated options for resolution After carefuI consideration I feel that the second option of providing a replacement would rectify the manner in a more timely fashion In addition this would allow the business an opportunity to ensure that the product is in good operating condition and include the power supply Regards, M [redacted]

We ended up placing an order for the guitar in question through Guitarcenter.comCustomer was satisfied with the resolution

Complaint: I am rejecting this response because: It is against federal guidelines below for me to to ship this back or drive it backI 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 allAs 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 itemsWell 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 LEAKI 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 exposedAlso also emailed me to ship this item which is against federal regulations pay attention to the yellow highlighted areaCODE OF FEDERAL REGULATIONS Title 49: Transportation PART § 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 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 chapterEach 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 chapterEach 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 chapterNo 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 authorityNo 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 CODEDOING SO WOULD BE FALSIFICATION , AS STATED ABOVE) § Hazardous waste(a) No person may offer for transportation or transport a hazardous waste (as defined in §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 §of this title even though placards may not be required; (2) Complies with the requirements for manifests set forth in §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 StatesNote: Federal law specifies penalties up to $250,fine for an individual and $500,for a company and years imprisonment for the willful discharge of hazardous waste at other than designated facilitiesU.S.CNote 1:EPA requires shippers (generators) and carriers (transporters) of hazardous wastes to have identification numbers which must be displayed on hazardous waste manifestsSee CFR parts and (Identification number application forms may be obtained from EPA regional offices.) Regards, A [redacted]

Dear Mr [redacted] , Thank you for your responseI apologize that you are unsatisfied with the solution that I have providedI understand that it is more convenient for you to speak with a representative, and we are more than happy to assist you in the ordering processI would like to make your future purchases as simplified as possible, so that your gear arrives quickly and you can begin making music with it When the support center places a customer order, the order is submitted to the store that holds the inventoryA store associate at that location periodically checks the ordering system to see if any orders were submitted through the support centerOnce confirmed, the store employee will process the order, and either schedule for it to be shipped directly to the customer, or to the customers local store for a pick upSince store associates assist customers who are visiting the store as well, orders that were submitted through the support center are not always processed immediately If you contact the store that holds the inventory that you would like to purchase, the store associate will be able to describe the condition of the item to you, test the item for functionality, place the order, and process the order all while you are on the phone with themBy placing the order directly through the store, you can avoid a customer entering the store and purchasing the gear out from under youUpon completing your order with the store associate, they can set the item aside, and prepare it to ship directly to you, or to your local store for a pick up Again, I understand the need to utilize our associates for the ordering process, and that is what we are here forHowever, when purchasing a used item, it is best to cut the support center out as the middle man, and work directly with the store who has the used item that you wish to purchaseThe support center is more than happy to continue to assist you in any way possible, but we cannot process the orders that are placed through the store ourselves I sincerely hope that the information provided prevents any future cancelations from occurringIf 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 9916621, and find that this resolution is satisfactory to me The issue has been resolved Thank you very much for your help Regards, [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/While it could come in on Monday, we would not be able to guarantee delivery by the deadlineIf 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/If this would be agreeable, please call us at ###-###-#### and reference the order number for the backordered Black pianoI have left notes on the account approving free Day Air shipping.Sincerely,C [redacted] ***Manager, Contact Center Operations###-###-####[email protected]

We area aware of the situation and are working through a resolution with the warranty company, AsuironThey will be reimbursing the customer for the shipping charges and will continue to bring this matter to it's logical conclusion

Thank you for bringing your concerns to our attentionI sincerely apologize for the inconvenience you have experienced with your recent Guitar Center orderAfter reviewing your account, I do see that you ordered the Powerpod 820/SPA packageAfter a bit of research, it appears that this portion of your order hasn't shipped due to a system errorI have reached out to our shipping team and requested that they manually pick, package and ship your order with next day air, free of chargeI have received confirmation from our shipping manager and your order will be shipping out first thing tomorrow morningYou will receive a shipping confirmation email once your order leaves our warehouseSince the order has been expedited, the tracking information will likely update with an ETA shortly before it is actually deliveredOrders that ship ground, receive tracking updates with each hub that the shipping carrier checks intoSince 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 orderWe are taking the necessary steps to control these sort of system errors in the futureAt this time, if you have any other questions or concerns, please do not hesitate to contact meBest, W [redacted] ***Customer Service SupervisorW [redacted] @guitarcenter.com

We have refunded the shipping charge of $back to the customer's cardThe funds should post to their account in 3-business daysWe've emailed the customer to let him know the refund has been processed

ID of 10803785I was forwarded this complaint by MrR** I am counsel for Guitar Center I believe that MrY***'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 11925936, and find that this resolution is satisfactory to me Regards, J [redacted]

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

Dear M***, Thank you for bringing your concerns to our attentionI sincerely apologize for the difficulties you have experienced with your Guitar Center ordersAfter reviewing your account, I see that you purchased the Focusrite Scarlett Solo Studio Pack on May 3rd, via the Guitar Center websiteYour return request was initially denied, as your purchase was well outside our return periodGuitar Center offers a day return period for most of our instrumentsWe offer a 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 periodGuitar Center recommended contacting the manufacturer directly to see if they were able to issue an exchange outside of their return windowGuitar Center stores are unable to accept returns without the original purchaser presentThis store policy is set into place for security purposes and for our customer’s protectionBy 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 3rdDuring your conversation, they approved a return outside of our policy, as a one-time courtesyOnce 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 issuesThey are working alongside Synchrony to correct the financing and interest charges that you have accruedIf 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 holderSynchrony 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 MrC [redacted] , Thank you for bringing your concerns to our attentionI sincerely apologize for the difficulties you have experienced with your recent Guitar Center orderThe $shipping charge has been refunded to your original payment methodPlease allow 3-business days for the funds to reflect within your bank accountAdditionally, we have contacted our Denver location and passed along feedback to their management staff regarding your delated shippingAgain, I apologize for the inconvenience this has causedIf you have any other questions or concerns, please do not hesitate to contact me W [redacted] Customer Service Supervisor

Complaint: 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 woubuyer doesn't get stuck with a product that they do not think they bought Regards, S [redacted]

Initial Business Response / [redacted] (1000, 5, 2016/06/16) */ MBM Moving Systems LLC apologizes for any inconveniences caused to Mr [redacted] regarding his recent relocationWe 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, where the customer was placed into storage per his requestWe 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-days from the first available dateWe try to deliver within 3-days but this is not always the caseMr [redacted] 's first available date for delivery was May 23rd, 2016; the end of the delivery spread would have been June 12thMr [redacted] was delivered June 11th, 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 greatIf there is anything else that we can do for Mr [redacted] , please let us know Sincerely, [redacted]