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Complaint Details
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Initial Complaint
10/21/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
On october 7, 2024 I walked into guitar center williston with a guitar center credit card. my balance left was $131.23. I intended to purchase a midi keyboard for $89.99 plus tax. when I got to the register the card wouldn't go through ( problem with register). They took me to a register other than that one and ran it. BUT the account now showed I didn't have enough. I pulled up the app which showed pending for 95.23, and 36.00 remaining credit. they are asking for a purchase order, to resolve, but I never got one. I called Synchrony bank, and they said it has to be fixed on the store end. I was not allowed to take the keyboard, and the transaction has been pending for 2 weeks!! Please make them fix this!!
Business response
10/23/2024
Thank you for contacting us. We sent your feedback over to the management team over the store. They will be reaching out to you within 24 to 48 business hours.
We are sorry for the inconvenience. If you need anything else, please do not hesitate to ask.
Thank you.Customer response
10/23/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22453112, and find that this resolution is satisfactory to me.Resolved with management. Thanks to D*** at Guitar Center my faith is restored in Guitar Center.
Regards,
R****** ********
Initial Complaint
09/30/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I purchased 4 guitar lessons for my grandson at a cost of $120. I was told before the 3rd lesson that the lessons would auto-renew (at a cost of $120) if I didn't cancel the auto-renewal at the 4th lesson. However, before we even scheduled the 4th lesson, I was charged the $120 auto-renewal. I have left several messages for the business. I have sent several emails to the business. I know that they have received my messages because they did cancel the auto-renewal on future lessons. However, I have yet to receive a refund of my $120. They have not replied to any of my emails, nor have they returned any of my phone calls.Business response
10/02/2024
Thank you for contacting us. We are very sorry to hear about your experience with lessons. We sent your feedback to the store’s management team, and they will be reaching out to you within 24 to 48 business hours.
Again, we are sorry for the inconvenience. If you need anything else, please do not hesitate to ask.
Thank you.Customer response
10/04/2024
Complaint: 22347806
I am rejecting this response because:The business has still not contacted me, nor have they refunded my $120.
Regards,
K**** ********
Business response
10/07/2024
Thank you for contacting us. We spoke to the store, and they have been trying to contact you with the information given. If possible, please call the store at 919-286-5600 and ask to speak to Chris, the store manager and he can assist you further.
If you need anything else, feel free to reach out to us at YourVoice@guitarcenter.com and we will gladly help.
Thank you.Initial Complaint
09/25/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Hello, I hope this message finds you doing well. I am extremely upset, disappointed and frustrated with my local guitar center stores management (Totowa, NJ). I had a payment for lessons go through recently for $220.00 for guitar lessons for my son. I called and emailed the store and was told I would get my refund. ( I’m already losing several credits that I previously paid for) My son’s school and after school schedule is too hectic from now until the end of November. I told them I would resume lessons in December when his after school schedule allows him to make his lessons and the lessons purchased are only good for 30 days. After waiting over a week I am now told theatre the “district manager” is not allowing them to refund my money for lessons I dint want, was promised a refund for and cannot use. I have been a loyal customer of products and services for a few years now and was planning to resume my son’s lessons in December but after this “district managers” decision to deny my refund. I no longer want to be a customer of such a store that operates this way. I am absolutely stunned in disbelief, this is horrendous customer service. The girl in the store (Leah) was very nice but she has no authority. I am part of a network of musicians and people in the industry and will definitely tell them to take there business anywhere but guitar center. I would like to get my Refund ASAP please. Thank you!Business response
10/01/2024
Thank you for contacting us. We are very sorry to hear about your experience at our Totowa location, this is certainly not something we want our customers to experience.
We sent your feedback to the management team over the store, they will be reaching out to you within 24 to 48 business hours.
If you need anything else, please do not hesitate to ask.
Thank you.Customer response
10/01/2024
Complaint: 22336137
I am rejecting this response because: I have already spoken with the manager (Chris) who is and always has been very helpful. This however is out of store management's control. Everyone at the store is great my issue is with corporate policy. So if they aren't giving the store manager authorization to give my refund as expected then there is no point in them contacting me. Are they offering me my refund? I had other lesson credits that I'm losing that I'm not even requesting a refund for. I'm only asking for refund of last payment. Thank you!
Regards,
P**** ******
Business response
10/08/2024
Thank you for contacting us. Unfortunately, there is nothing more we can do at this time. We will reach out to the store and see if we can come up with a solution, and if we can the store will reach out to you.
We are sorry for the inconvenience. If you need anything else feel free to email us at yourvoice@guitarcenter.com and we will assist you further.
Thank you.Initial Complaint
09/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Paid for guitar lessons for a 9-year-old beginner. They rescheduled or didn’t show up for the first two weeks. I don’t want her to think this is an acceptable or even a professional way to run a business. We got one lesson from a sub who didn’t care because it was her first and it wasnt his regular student. It was a waste of 30 minutes. Holding a music business degree - I am qualified to make that judgement. Being a percussionist, I’m not really qualified to teach guitar techniques. We have found a new teacher and just want a refund for the services they didn’t provide. They claim it’s in the terms and conditions that they won’t refund, but shouldn’t it also be in there that they’ll actually provide the lessons in a timely and reasonable manner?Business response
09/23/2024
Thank you for contacting us, we are very sorry to hear about your experience at our Orlando location getting lessons. We forwarded your feedback to the management team over the store, and they will be reaching out to you within 24 to 48 business hours.
Again, we are sorry for the inconvenience. If you need anything else, please do not hesitate to ask.
Thank you.Customer response
09/23/2024
Complaint: 22320474
I am rejecting this response because: They didn’t do anything. If the local store actually responds with an acceptable answer, I’ll be happy to close the matter.
Regards,
K** ******
Business response
09/25/2024
We were informed that the store reach out to you. If you need anything else, please email us at yourvoice@guitarcenter.com and we will assist you further.
Thank you.Initial Complaint
09/09/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
On August 28th, I returned a used keyboard I bought online. The return amount was $586.46. I bought $492.07 of merchandise which had to be shipped. Which would make my refund $94.39. On August I cancelled an item that was on back order for $124.92. In total I should’ve received a refund of $219.34 which I yet to receive.Business response
09/11/2024
Thank you for contacting us. We looked into it, and we found you had $206.70 in credit. We have refunded it to the card you used to pay for order GCSF0002650067. Please expect it to appear on your account within 5 to 7 business days.
We are sorry for the inconvenience, if you need anything else, please do not hesitate to ask.
Thank you.Customer response
09/11/2024
Complaint: 22259571
I am rejecting this response because: it’s already over 5 business days and I have not received my refund! Do want to wait another 5 to 7 business day for the refund
Regards,
L**** *******
Business response
09/13/2024
Thank you for reaching out. Please allow 5 to 7 business days from 9/11/2024. If you do not see a refund by then, please feel free to email us at yourvoice@guitarcenter.com and we will assist you further.
Thank you.Customer response
09/16/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22259571, and find that this resolution is satisfactory to me. Since I received my refund!
Regards,
L**** *******
Initial Complaint
09/09/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On June 10, 2024 I placed an order for a Used QSC KSUB 1KW ACTIVE Powered Subwoofer for a total of $940.88 and paid via Visa gift card. On June 17, 2024 the UPS tracker reported “all merchandise was missing and the empty carton discarded”. The order was not fulfilled as the shipment process was not completed. In good faith we contacted The Guitar Center Company customer service and other representatives with no resolution to the above matter to date despite numerous promises of a refund. Below are some highlighted correspondence attempts: o July 23, 2024: J*** **** authorized a refund in the form of a gift card o July 25, 2024: Saria Love stated funds would be issued on a gift card o August 5, 2024: Saria Love stated their supervisor issued a gift card o August 6, 2024: Email sent to Saria Love requesting tracking information for gift card To date no refund has been received for the unfulfilled order. This business has committed fraud. They took money, shipped out an empty box, and refusing to return the money. Another demand request was sent August 23, 2024 without reply.Business response
09/10/2024
Hello,
Thank you for contacting us. We saw the results of the investigation and the credit has been added to your account. We shipped you the gift card attached to order number GCSF0002631822. They typically arrive within 7 to 14 days.
We are very sorry for the inconvenience and the frustration this has caused. If you need anything else, please do not hesitate to ask.
Thank you.Customer response
09/10/2024
Complaint: 22253636
I am rejecting this response because:
The amount does not equal the amount that was taken from the Visa gift cards. We do not want Guitar Center gift cards as we do not plan on making a purchase with this business. After emails with Saria we have notified her that we found the original gift cards and to please refund directly to the gift cards.
Regards,
H* *** *** ****
Business response
09/16/2024
Hello,
Thank you for contacting us. We did send it via gift card, you can reach out to us at yourvoice@guitarcenter.com and we will try to get it back on the Visa gift card.
As far as the amount, that was all we had on our side. Please send us any additional information.
We are sorry for the inconvenience, if you need anything else, please reach out to us for further assistance.
Thank you.Customer response
09/17/2024
Complaint: 22253636
I am rejecting this response because:We have repeatedly told Guitar Center representatives that we do not want a Guitar Center gift card as form of refund and have asked them to
1. Refund to the original Visa gift cards used for the payment.
2. The total amount to be refunded is $940.88 (receipt attached) not $690.00
3. We received notification (attached) of this gift card to be sent on 9/10/24 and as of 9/17/24 have not received anything as well as responded to Saria Love that we do not want a Guitar Center gift card.This fraudulent company continues to be deceitful and continues to withhold our money. This matter has been going on for 4 months now and we just want our money returned. There is no reason for them to continue to hold funds after shipping out an empty box.
Regards,
H* *** *** ****
Initial Complaint
08/05/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I found a guitar (Guild OM240-CE) on GuitarCenter.com which was on sale for $299.99, I had put in my information and card and purchased this on their site for $299.99. As I wait for a few days, Guitar Center never processes my order despite having sent me an email confirmation of purchase with the last 4 digits of my card number shown. Due to them never processing my order, I did not have the money taken out of my bank account. Following this, a Guitar Center rep reached out asking for a picture of my bank statement to see if the money was taken out which it had not been because they did not process my order. After 3 emails, the representative does not respond and Guitar Center takes down the posting for $299.99 and lists the guitar for $529 instead. I waited a week and found the same brand new guitar (Guild OM240-CE) on their parent organization's website, Musiciansfriend.com, for the same on-sale price of $299.99. So, I purchase this and checkout using Klarna which ensures that I pay for this the second I click confirm order. I got an email telling me that my order for a new Guild-OM240CE is being processed for $299.99 and should arrive in 3-5 days with the order # of MFW4913555087. On the same day (August 2nd), Guitar Center told me that they do not have this guitar in new-in-box condition and that they could only send me a used Guild OM240-CE from the Lewisville, TX location that has a significant crack on the top of the guitar. Meanwhile, they once again take down the guitar listed for $299.99 and repost it for $529. On top of this, the same guitar that I ordered on their site for $299.99 is in stock for the price of $529 despite them telling me that they do not have a new-in-box condition guitar to send me. They do not honor the price that I had purchased this guitar for, lie to me that they do not have it in stock despite having it in stock in their $529 listing, and offer me a terrible quality used guitar despite other locations with better quality used.Business response
08/07/2024
Thank you for contacting us and bringing this to our attention. The item is discontinued by the manufacturer, and we only have store inventory left. We have marked the store inventory as damaged so the product will soon come off the site.
We are sorry for the inconvenience, if you are okay with it, we will send you a $50 gift card for your trouble to use as you wish. If there is anything else we can do to make things right with you, please let us know.
Thank you.Customer response
08/07/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22087265, and find that this resolution is satisfactory to me. I would like to understand that I would be receiving a full refund of the amount paid ($317.99) and would appreciate the offered $50 gift card for the trouble. Thank you.
Regards,
A******** ********
Initial Complaint
07/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
To whom it may concern, The Guitar center location at Pasadena California has not provided me with my most recent piano classes even though I paid for it. I paid $260 on 06/15/2024 for 4 classes and I’ve been trying to get in contact with them to schedule these classes however no one is responding. I also paid $260 on 5/13/24 and one of my classes was abruptly cancelled and I have not been able to reschedule that class.Business response
07/30/2024
Thank you for contacting us, we are very sorry to hear about your experience at our Pasadena location. We sent your feedback to the store manager and district manager and they will be reaching out to you within 24 to 48 business hours.
Again, we are sorry for any inconvenience. If you need anything else, please do not hesitate to ask.
Thank you.Customer response
08/01/2024
Complaint: 22055879
I am rejecting this response because: guitar center at Pasadena still has not scheduled the classes I paid for. I am still waiting to take my classes.I received an email from Cheyenne Powers, the customer service manager suggesting I start a new account with them which if I’m not mistaken requires that I pay for another class pack! I don’t want to pay for more class packs. I paid $260 for a class pack on June 15 for weekly 1 hour lessons and I have not received any of my lessons yet. There was also a 1 hour class from my May class pack that was cancelled that needs to be made up. Therefore I need to schedule 5 classes in total. I don’t want new accounts, I want to schedule the classes I paid for.
Regards,
E*** ****** ******
Business response
08/09/2024
Thanks for contacting us. We forwarded your response to the store manager, Matt and he will be reaching out to you. Or, feel free to call the store at (626) 535-0108 and ask to speak to the store manager, Matt and he can assist you further.
Again, we are sorry for the inconvenience. If you need anything else feel free to email us at yourvoice@guitarcenter.com.
Thank you.Customer response
08/12/2024
Complaint: 22055879
I am rejecting this response because: I haven’t received a refund yet unfortunately
Regards,
E*** ****** ******
Initial Complaint
07/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I requested Keyboarding lessons in November 2023 at Guitar Center in Pasadena, CA. When speaking to the associates by phone, they set an appointment time for me to start my lesson. I was told to not bring in my instrument, one would be provided by the store for the lesson. Upon arrival to the store, I was told by associates that the instructors on site were not qualified to provide keyboarding lessons to me, I'd have to reschedule. I came back to the store a 2nd time to be told the same thing, instructors in the store were unable to provide me the keyboarding lesson I signed up for and they did not even have the type of keyboard I needed to take my lesson in their store. I was told someone would contact me to reschedule my lessons once the instrument and an instructor was available. I was charged for 3 months of lessons from Guitar center when I did not receive any lessons at all due to their inability. I called the store, spoke to the manager M****** *** who falsely said I received a lesson already. I explained to him there were no instructors in his store who had the knowledge or capability to teach me my lesson nor the instrument in store for the lesson. I asked for a refund for lessons I did not receive, he declined said I would not be given a refund even though their store was unable to provide the lessons I signed up for.Business response
07/23/2024
Thank you for contacting us. We are very sorry to hear about your experiences with lessons at the Pasadena CA location.
We sent your feedback to the management team over the store, they will be reaching out to you in 24 to 48 business hours.
Again, we are very sorry for the inconvenience. If you need anything else, please do not hesitate to ask.
Thank you.Customer response
08/02/2024
Complaint: 22026137
I am rejecting this response because:The last message the company sent on 7/24 states they would reach out to me in 24-48 hours, they have not done so.
Regards,
B**** ***
Business response
08/05/2024
We’re sorry for the inconvenience. We reached out to the store and they should be trying to contact you, if you have not heard from them please call the store at ###-###-#### and ask to speak to Cheyenne, the Customer Service Manager and she will assist you further.
If you need anything else, feel free to reach out to us at yourvoice@guitarcenter.com and we will assist you.
Thank you.Customer response
08/13/2024
Complaint: 22026137
I am rejecting this response because:
Regards,
B**** ***
Initial Complaint
06/24/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Purchased a guitar on back order for a sale price and was told I will be charged when it ships. Was charged 6/19, a couple months after purchase. Never receive and email or tracking, the order number brings up nothing on their website so I call. They find nothing and dismiss me until I email THEM a screenshot of my bank statement. THEN they all of a sudden "find" it and tell me it was damaged so they didn't want to ship it, and will ship me a guitar in four more months. Then they told me it was a CC auth charge- for the full amount, but couldn't find the payment. They escalate me to a manager and she says they NEVER take the full amount to authorize and it should be credited back. I cancel order. Still on 6/23 no refund. I call AGAIN and they tell me they couldn't send the money back because they had an old phone number on file. So they made me remember and recite my old phone numbers before telling me they can refund me. Still on Monday, no money returned. But the main thing is, they just made stuff up to get me off the phone and would never have done a thing unless I called repeated times. Which isn't true since you DONT NEED OLD PHONE NUMBERS TO REFUND ME nor should be taking a CC auth charge of the full amount, three months after purchase and four more until it "ships", even though they already tried shipping me a damaged guitar- per their story.Business response
06/26/2024
Thank you for contacting us. We looked into your order, and since we didn’t charge you, the authorization is up to your bank. Please contact your bank or card services to expedite this process.
If you need anything else, please do not hesitate to ask.
Thank you.
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Customer Complaints Summary
255 total complaints in the last 3 years.
66 complaints closed in the last 12 months.