"Twice now they've refused to honor cash back deals they had. The first time, ordering a guitar from them through Topcashback, they lied to the cash back site and told them I returned the item, even though I had it and my account clearly showed it wasn't returned. Plus, they never responded to my 5 emails about the issue over 2 months.
More recently, I bought a used Taylor 724ce solid walnut through BeFrugal, earning $121 cash back. They're not responding to BeFrugal, and telling me they never had a cashback affiliation. They did, and BeFrugal showed me.
Guitar Center is a horrible company of scammers, and zero customer service. Once they've got you money, you don't exist to them. "
"Ordered an item on 1/22 that was listed as in stock. The next day it showed up as backordered. Spoke with an agent and they said they were expecting a shipment on 1/29. On 1/27, another agent called and said that the item was discontinued, but they could give me a 'deal' on a set that cost $300 more. I told him I wasn't interested in the upsell or any bait and switch, let's just see what happens on 1/29. On 1/29, the item was listed as In Stock again. Spoke to another agent and they said it would ship out within 24 hours. After no movement, Spoke with yet another agent and they said they would have to cancel my order. Good riddance. Absolutely terrible experience. Don't bother ordering from these scam artists."
"It is reprehensible to sell a 16 year old girl, with dreams of learning to play, a guitar for $500 and a case for $200, and not mention that it must be carefully humidity controlled or it will warp to the point of being unplayable. And when she comes in and shows what happened, not to do jack to make things right."
"'Excellent condition' on used equipment is anything but. Customer service was sloppy and
unprofessional. Not coming back."
"I’ve generally had good luck with the Natick Massachusetts Guitar Center. But not this time. In early January, I stopped in to buy a Fender American Professional II Jassmaster. They did not have one is stock but they looked on line and their Louisville KY store had one and they would ship it to my house at no additional cost. So far, so good. The guitar arrived and right out of the box there were some obvious set-up issues. The low E string intonation was off. There was pretty significant buzzing in the B and high E strings near the nut. The tremlo bar could not be inserted. These are the kind of things you would think the Louisville store would have checked before shipping the thing out. Apparently not. I called the Natick store with my problem and was assured that these are simple set-up items and they could take care of it for me. All I had to do was call back the next day and ask for Justin. This is where the trouble started. Apparently Justin does not work very often and he does not return calls. After two weeks, I gave up and started tinkering with guitar. I got it almost where it should be but not quite. This is not the kind of service you should have to settle for when buying an $1800 guitar. "
"If you want a less than great experience, order something online from guitar center! We ordered a Christmas gift for our son back on 12/19/21 with a 12/22 expected deliver date, which never arrived. Guitar Center is taking no responsibility and are now passing the buck to UPS after it has been under investigation for 10 days. Still no resolution 20 days after the initial order. At this point, I just want my order, but calling customer service, talking to them through messenger and email has got us nothing but lip service. I will never buy anything from this company again. We'll likely need to do charge back with the credit card company and reorder through Amazon, which we should have done in the first place!
Update 1/14 - Well for those who have seen my previous posts we are still fighting with Guitar Center on an order we placed before Christmas! After 10 days of not receiving it they told us was an a UPS issue and would need to investigate, but would it take up to 10 business day. 10 business days came and went and I PM'd them to which they gave me an 800 number and said to call and they would resend the order. My wife then called and spoke to someone who said they would need to investigate further but would have it resolved by today 1/14. Well, as you can imagine, she called today and surprisingly they still haven't figured it out and can't send a replacement until a "supervisor" looks at it. If you've read my previous post you'll noticed that I asked to speak to a supervisor nearly 3 weeks ago and was denied. These people are playing games! Don't spend your money at this place! They are completely incompetent. Spend the extra $20 and buy from Amazon or Sweetwater where you'll be taken care of. This is the last time I ever do business with Guitar Center."
"Ordered new guitar, tried sending me pick scraped guitar in different packaging. This after confirmation of order and being told 3-5 day to deliver"
"My wife asked me what I wanted for my birthday . I told her I wanted the new tascam model 12 . After doing my research there was only 2 locations to choose from , sweetwaters or guitar center . I chose guitar center . After buying a brand new item (it didn’t say refurbished and it didn’t say used ) it said new . Now it finally came my birthday passed and I received it the next day ! So happy to get it since that was the only thing I wanted for my birthday ! I opened it up and what a surprise it was ! The cables were out the bag , the Manual was squished in between the box and tascam… the plastic was bunched Up as if someone threw it out as garbage ! Right away I called guitar center they told me to bring it in to inspect it to see if it was used . When the guy inspected it he notice that 4 knobs didn’t even work . Now I have to wait 3 weeks to receive another one . My only gift that I wanted for my birthday is coming out to be a Christmas gift . "
"So sad,I used to be a customer for many years until today.They sent me a damaged product two times,I had to drive long way to return it to the store first time, I asked 10 %discount instead driving second time , they refused.So I returned it and I will never be back. They don’t care about customers,products came in bad condition. "
"HMMMM WHERE DO I START... FIRST OFF I JUST WANT TO SAY WITH GUITAR CENTERS CUSTOMER SERVICE YOU HAVE TO KEEP CALLING AND CALLING TRYING TO GET AN AMERICAN ON THE PHONE AND TRYING TO FIND AN AMERICAN REP THAT WONT SCREW YOU OVER. I WAS LIED TO ON SEVERAL OCCASIONS REGARDING AN ORDER. I WAS TOLD I HAD OVER 200 DOLLARS IN CREDIT AND I PLACED 2 ORDERS WITH THAT SO CALLED CREDIT JUST FOR THOSE ORDERS TO BE CANCELLED AND WHERE I HAD TO CALL 8 TIMES IN A ROW AFTER ALREADY SPENDING 2 HOURS ON THE PHONE WITH INCOMPETENT SO CALLED REPS THAT JUST KEPT NOT HELPING ME OUT. THEY DONT CARE ABOUT CUSTOMERS AND I AM SO DISGUSTED AND FED UP ITS NOT EVEN FUNNY... SMDH"
"Talked to two reps on the phone in an attempt to resolve a package that never arrived. The first one lied to me and the second one laughed repeatedly throughout the conversation. Both were unhelpful. Had to contact my bank to file a dispute."
"I bought a used guitar from them online at a great deal (a variax 500 for $300), and they emailed me a receipt saying it would arrive in 3-5 business days. I got the module needed for the guitar with the money I saved (a line 6 podxt for $200) from Reverb. The guitar never arrived so I checked my order status and it had been updated to “backordered.” I called Guitar Center customer service and they said the guitar no longer exists and they don’t know what happened to it, but they refunded my card. I can no longer return the module so I need a guitar I can use it with. Now I have to pay a lot more for a worse guitar (a variax 300 for $400) because the deal on the one that they actually didn’t have (again, even though it was posted online, they sent me a receipt saying it would arrive in 3-5 days, and hadn’t notified me of anything else by the time I checked on the order 2 weeks later) was once in a lifetime."
"
Placed order with guitar center. Assured delivery within 3-5 days. Weeks later order still has not arrived though I received emails stating that is was delivered. It was not delivered. Guitar center finally credited my credit card. They then assured me that if I reordered everything the replacement order would arrive with 3-5 days. They confirmed that multiple times. It is now days past the guaranteed delivery date. I have received more emails stating that this order has been delivered. It has not. Guitar center is now refusing to return my money for the second order which was never delivered. I have had to file dispute through credit card company. Guitar center will lie to you to get you to place order with them. Do not order from guitar center. Get you equipment elsewhere."
"Ordered online and my order was cancelled without notice after they took my money. It's Christmas Eve and you still haven't refunded me. "
"A few months back I ordered a production desk online. About a week later I get a call saying it’s scratched up do I still want it. I said no I paid for new I want a new one. They said they didn’t have any more in black so I cancelled my order. On 5/6 I tried to buy a Martin D-28 that was "in stock” on line. After moving around $3k to make this dream purchase it never shipped. I waited a couple weeks no one answering the customer service or the chat now. I left a message and was finally emailed back. They said it’s been reserved for me but I might have to wait a while due to COVID-19. Today I called and actually got through to customer service who then informed me "sorry it’s out of stock” but they could give me a "discount” on something else. Really?! That was the last straw. I’m sick of their incompetence and bait and switch tactics. I moved $3k around for this purchase because it said it was in stock. And then they straight up lied to me saying it’s been reserved for me. I’m never doing business with Guitar Center again. I’m never setting foot in another one of their stores, I wouldn’t even buy a pick from them now. They aren’t getting $0.01 cent from me for life. Stay away from them!"