Buyer Beware shop elsewhere.
Kevin Fraser, some sup. per store employee, supposedly put a hold on my account reasons unknown and now, I do not get my refunds from purchases just returned at store level. Or might take longer than 5-10 business day!? For a refund on a return using Musican freind card?Day four and I was hoping he was joking, he was not, advised to contact att. general office, Buyer beware. Your money is lost or gone when shopping with criminals. Turns out, GC employee was given instructions to prolong intentionally. Return had to be processed again, an additional amount of time before I get funds back. Thanks Kevin.
Jimmy
I recently purchased a DJ controller…
I recently purchased a DJ controller that was described as being in “GREAT CONDITION” from a store in California. Unfortunately, when it arrived, it looked like straight trash. I paid good money for this equipment and was extremely disappointed with what I received. It was clear that no real effort was made to ensure the item matched the description before it was shipped.When I called the California store to address the issue, the representative wasn’t very apologetic. However, he did explain that I could either return it for a full refund or exchange it for another unit, which I appreciated.That said, I want to give major credit to the Yonkers, NY location. Their customer service was absolutely AMAZING — 5+ stars all the way. The team there listened, showed genuine concern, and took care of my situation immediately and professionally. They completely turned around what started as a very frustrating experience.Thank you to the Yonkers team for your outstanding service.
SR
Fantastic buying and trading experience
Just wanted to say I had an excellent experience at the Portland, Maine store, all aspects, from first contact with Matt Bishop on phone and via email, to hand off and initial conversations with Mgr Jess (her work and management of the store that day while it was insanely busy was incredibly organized, fair to all reps concerned, perfectly orchestrated so that customers would not be left behind), to Jess and Peter’s efficient work on my dozen or so trades, to final transactions with Henry while the god forsaken GC mainframe was down.It was ridiculous how much work Henry had to do with the mainframe down, converting the trades and cash to gift cards, and he also had to do separate transactions (so four totally painful transactions in all as he created, added gift cards, and finally completed my two separate transactions with very little but green screen running). He also got on the phone with Coconut Creek FL store to make sure the used guitar was in stock and in good shape. I also had a couple of great conversations with the dark-skinned, black haired kinda well-groomed guy (I’m sorry I cannot remember his name…), really cool funny guy (so was Henry for that matter) and everyone made the the time go by less painfully by being fun conversationalists.Even though the whole thing took a long time with the computers being down, there was not a single time when I felt that the team wasn’t putting everything they could into my transaction and satisfaction, even while dealing with a store full of highly “buying motivated” customers. What can I say, it was just one of those days where the team couldn’t afford to blow any customer off, and Team GC Portland kicked total ass. It looks like you finally have the dream team again. Well done Team GC Portland. I was so impressed and pleased with the service. I’m glad you have a team you can trust again, Nick, and I really have to say that Jess is the most effective, professional assistant manager I have ever seen in action at GC of all time. That woman should be promoted up the chain.
Brownie
Jordan from emeryville store number…
Jordan from emeryville store number 224, was the most helpful, personable, guitar center worker ive ever delt w. The guys at the Guitar center in my home town were the complete opposite. They didn't try to do anything to help out w shipping, nor did they tell me it would cost the same to get it sent right to my house. This guy deserves a promotion and a raise. He also told me whatever else I need to just call his store and he'll take care of me personally. He even gave me his work schedule. Now thats customer service. Thanks Jordan. Guitar center better take care of this guy. Hes a keeper.
eric basora
I went to GC and could get anyone to sell me something
I went to a GC in my area, though not my most regular one. I'm positive I'm one of the more active customers in my area, so I know the range of experiences to expect. I found a used amp that I wanted to buy. I went to the guitar counter with the amp. Nobody was there. Shortly thereafter someone came behind the counter and I said I'd like to purchase the amp. He said the guitar people were busy and would be with me shortly. (Apparently he was drums). I waited and waited, finally asking him again after maybe 10 minutes if someone was coming. He said they were still busy, but would be with me. I could see a few people in keys doing stuff at the counter and little motion. Finally after another 5 minutes I was so frustrated that I went online and bought the item (it was used, so individually identifiable). Still nobody showed. I had time commitments and my frustration boiled over. I just walked out of the store with the amp. Someone, I assume the manager came up after me and asked if I had a receipt for the amp. I showed him my purchase on the phone and he grabbed the amp and said "we have to check this out" and went inside. I followed and gave him my phone as he started looking it up. He said that online orders take a while to process and that the order wasn't available so I'd either have to wait for it to show or come back. And even if I hadn't bought it he still would be free to sell it with me because he was dealing with the same people who had seeming been at the keyboard counter for 20 minutes.I left. I behaved badly. I get that. I've been going to GC for 35ish years. I know staff gets busy and stuff happens. What I don't understand is how they could be so monumentally inefficient as to have the guy wandering the drum area doing whatever while he could obviously just use the POS system and sell me the amp (and sell the guy the strings he wanted and the dad with the kid the wheelchair whatever he wanted). If they have their little fiefdoms divided such that he can't ring up on a guitar POS, that's an epic fail. What is in person retail for if you can't guy something efficiently? It's not like they were insanely busy. I've never seem them have nobody at the guitar counter for 15 minutes on a Sunday afternoon. Anyhow, we all behaved badly, but I still give GC an absolute 0 for effectiveness that day. I'm sure it has to do with staffing levels and yaddayadda, but watching some guys unbox percussion stuff that could be done any time while I stood increasingly impatient and now late for the rest of my obligations sent me over the edge.
MICHAEL BRUNS
Call and verify befofe you order Used
Ordered a used Fender Jazzmaster, GC stated in excellent condition, description mentioned ships with hardshell case. Arrived no case, nor tremelo arm and no cream tip on the naked toggle switch, also paint flaking off the body near the strap button. This is the 3 time I have ordered a used guitar and did not receive the case a new guitar would have shipped in. Why state ships with hardwood case? This is deceptive business practice pure and simple. Excellent condition? What a lie.
Jack Cove
Received a damaged Korg Kronos 3
Received a damaged Korg Kronos 3, I purchased used online. Took it back to G.C. In Canton Mi. Martin took great care of me! Processed the return quickly and he was genuinely sorry for the shipping damage. He hooked me up with a great price on a brand new one. I couldn’t be happier. Thanks Martin!
Mark Fernandez
A Sales Call so legendary it should be in the Smithsonian
I didn’t walk into a Guitar Center Standalone Store — I simply called GuitarCenter.com expecting simply to buy a Yamaha S35 keyboard for my 11‑year‑old pianist daughter. What I didn’t expect was to be connected with Alex Koehler, a customer service warlock, a salesmanship deity, a man so talented he could probably sell sand in the desert and ice to penguins. A big box Magi so powerful he could probably convince Beethoven himself to upgrade to a digital piano.Alex didn’t just help me — he guided me, like some kind of retail Gandalf with a headset. His product knowledge was so sharp it could slice through steel-wrapped granite. His professionalism? Off the charts. His charisma? Honestly, I’m shocked my phone didn’t melt. He's like the Tony Robbins of customer service support. In my brief interaction with him, I came to realize that it is only a matter of time before Alex becomes CEO of Guitar Center… at minimum. Realistically, he should be running the entire global music industrial complex. This man deserves a raise, a promotion, a parade, the Presidential medal of Freedom, and possibly a throne forged from the weighted keys of pianos made with real elephant tusks. The rest of the employees? Wonderful humans, I’m sure — but compared to Alex, they’re mere mortals and basically background characters in the epic saga of Guitar Center Godliness.If you ever call GuitarCenter.com and don’t specifically request Alex Koehler, you are depriving yourself of a life‑changing, soul‑enriching, borderline spiritual retail experience. 11/10. Would buy again and...would trust him with my Wi‑Fi password and even my tax returns.You must understand, Alex isn’t just good at his job — he’s operating on a level of customer service mastery that future generations will speak of in hushed, reverent tones in the same way sailors talked about mythical sea Captains. Shine the spotlight on this man! He deserves the limelight! Sincerely,David M. BishopAirline Pilot
David M. Bishop
Got my had to have order in pronto!!
I called the Paramus NJ facility at the close of business on Sunday the 8th of February. I was offered the chance to transfer to a representative with questions you may have about equipment. I was pleased to have the opportunity to talk to someone as I wanted a used guitar and wanted it before it was gone. Kevin greeted me and told me yes he would be glad to get my order in! So thank you much Kevin. I've bought from Guitar Center for many years and have not ever had a bad experience with them at any location I've frequented or on the phone or online. Keep up the great work Guitar Center!!
Christopher Maravilla
Bought NEW got USED, then suppressed my review.
I ordered a NEW Bass pedal, but received a used, non-functioning, no box, no paperwork, no accessories pedal loose in a large box. They required that I return the item to a shipper or a store on MY dime. Then they suppressed and changed my review on their website. I gave them multiple opportunities to make this right, but they chose to do nothing.
Your Mom
Well how can I say anything less about…
Well how can I say anything less about guitar center then your sales already tell I had a few thousand dollars in my pocket to buy a guitar I was just about to make the mistake and buy another guitar from your store until your sales associate walked up and asked me to not play so loud on an acoustic guitar mind you I am a very good player as well yesterday when I picked out the guitar I was going to purchase someone asked you have to be somebody well I might not be signed because Mayfeld records is unfortunately racist against white people and I made a mistake of telling Warner Records I was going to go with Mayfeld maybe I’m misspelling it it’s the label Rick Ross is on but it’s only a matter of time before I am famous and I guarantee you that the second I am I will give people guitars for free and make sure you don’t sell another one I can’t tell you how many times I have been disappointed by guitar center and Ive only spent probably 25k at the store you would think they would have the common decency regardless of how I dress I’m a born rockstar and every show I do in the future I will say guitar center sucks go to Sweetwater or get a free guitar from me when I’m loaded
HEF MUSIC
I lost my credit card and I get accused of stuff I never did
I lost my credit card and a purchase of $1,592.69 was made on my credit card without my approval or knowledge I know nothing about these charges and they are saying I made the charges and that the item was Delivered when I didn't receive anything from anyone and I called UPS and without a Tracking number UPS can not help me and the Guitar center employees are claiming I made the purchase when I did not and I don't have anything here and UPS can't help me with this this place is absolutely ridiculous and they shouldn't be in Business if this is how they are going to treat people even my local police department is saying I Did not Do this I don't care what you have on File I Never received a thing and I know nothing about the charge on my credit card I don't know how you stay in business even my local police department said I didn't do this so you're calling my local police department a bunch of liars when my local police department outright said I wouldn't do this and there's no way I did this bottom line Just because an order says Delivered doesn't mean I received it and I've called ups and they said they know nothing about this and without a tracking number they can't help me anybody can buy something on a credit card it doesn't have to be me!
Daniel Hannon
Just got ripped off from sales guys
Just got ripped off from sales guys. I mentioned that the price was incorrect and even after “correcting it” they still charged me more. That happened in 4449 Lyons Rd Suite J-106, Coconut Creek, FL 33073, United States
Glauco Alves
I purchased a Fender AmPro2 bass online…
I purchased a Fender AmPro2 bass online that stated it was in excellent condition. Well it wasn’t. It had a significant divet in the body by the cable plug in. Working with Joe And Liz at the Norman OK store, much better than the OKC store in terms of customer service and overall friendliness I might add, Joe noticed the flaw actually before I did and immediately adjusted things to make it right. I then turned my purchase over to Jeremy in service for a set up and string change and to drop in a set of Lindy Fralin pickups! Jeremy is truly a master at what he does and is the only one who ever touches my basses. He’s corrected other mistakes made by a professional luthiers on one of my basses. The man is gifted and you can tell enjoys what he does. So, you can’t go wrong with any of the staff in Norman but a big thanks again to Liz, Joe, and Jeremy!
Kevin Baskin
Incredible customer support
I reached out to Guitar Center's customer support for assistance, as I was looking to purchase a guitar for my husband's birthday. In trying to keep this a surprise and knowing next to nothing about guitars, I was in over my head. I didn't call with the intention of receiving a ton of personalized assistance - I just wanted to ask about their return policy, as I figured that if I picked the wrong one being able to return it was extremely important. The gentleman who answered the phone, Dalton, was immediately very nice and seemed excited to help. I asked my quick return policy questions and I was ready to hang up when he started asking about what exactly I was looking for. This turned into a fairly lengthy conversation in which I explained that this needed to be a surprise so I had very limited information and zero experience looking at guitars - and he jumped at the chance to help. I was able to send him links to the specific listings I had found and he did a lot of research - even calling the store to confirm that the frontrunner was in fact in the excellent condition shown in the photos. We ended up exchanging over a dozen emails and multiple phone calls over two days as he answered my million inane questions and walked me through exactly what he was looking for and ultimately held my hand through the checkout and shipping process. With so much less stress than I had anticipated, all thanks to Dalton, my husband now has a guitar on the way. I truly can't say enough good things about this experience. As someone who knows almost nothing about guitars, the idea of buying one online was somewhat terrifying. Dalton was incredibly patient and beyond helpful. I would absolutely recommend that anyone considering purchasing from Guitar Center who isn't entirely confident in what they want reach out to the gear specialists, as this was by far the best customer service experience I can ever recall having. I can't wait for my husband to have his new guitar and get to chat with Dalton about the new amp he wants to go with it!
Melissa Michael
Ordered a guitar online 48 hours later…
Ordered a guitar online 48 hours later GC cancelled the order, claiming the guitar was damaged. Photos and the original listing stated the guitar was in "great condition," but now it is mysteriously damaged. GC made no effort to help find a replacement; they basically said, "Well, you're S.O.L., and we don't stand by our website." The local GC rep was rude and provided no real info or proof that the guitar was damaged. They falsely advertised an item, undersold it, and then reneged on the sale. I would caution you to buy from another retailer because Guitar Center has no integrity.Edit* and if you can even believe it two days later used Brendan smalls ghost horse explorer for sale. Who knows if it’s the same guitar as I purchased you can’t even be sure if the photos guitar center uses are even accurate.
Chris
I went back to guitar center,and it was…
I went back to guitar center,and it was a completely different experience.The staff was friendly,and professional!I was very happy with the knowledge of the staff,and what I bought!!!
paul mommeny
UPS failed delivery for some unknown…
UPS failed delivery for some unknown reason. They returned my package. I told Guitar Center this was unsatisfactory. I needed my mandolin case yesterday. Resend my package! Again, Guitar Center shipped it UPS Economy Ground Service. They do not value my buisness!
robert stephanek
$5000 amp showed up broken, GC won't fix it.
Ordered a $5000 amplifier for a price too good to be true. Amp was advertised as "fully functional," having "fresh tubes," and the staff said it came with factory dust cover and footswitch. Turns out, it was too good to be true. The amp arrived with a broken power tube, burnt up rectifier tube and no footswitch or cover. Guitar Center customer support kept saying they would fix this. After a month, I was ready to return the unusable amp, but now it was past the return window. After weeks of back and forth with customer service, they sent tubes. They sent the wrong tubes, and I had to take time out of my day to print a label and go drop them off to be shipped back. Now been a few months, and still can't use the amp. I haven't shopped at Guitar Center for 20 years because of a similar situation (bought a Les Paul Custom that had all generic electronics and parts installed and they wouldn't accept a return because it was a special clearance price) and never will again.
Ham
Great Products... Awful Customer Service
The selection is awesome in all departments. Kudos to whoever decided to unlock the good stuff a few years ago. I never visited the store while they were locked up.The absolute worst part of every single store in my area is the customer service...or lack of of service. I have had experience as a Manager of a retail store and realize staffing is an issue everywhere. In this day and age it is so easy to buy products on-line rather than visit a brick and mortar store. The only thing that could bring value to visiting stores is customer service. My local stores (RI & Southern MA) do not either have the staff or they just do not know how to sell and assist customers. The stores are poorly merchandised and staff is normally at the front desk congregating. As a previous manager, this would be unacceptable.I am in my late 40s and have a collection of higher-end guitars, along with disposable income. Not once in the last 2-3 years has a single salesperson attempted to assist or try to actively sell an product. In addition to their lack of initiative, most of the staff really think they are rock stars and they are above their customers. While I understand they might be great musicians, the sales/personal skills are highly lacking.My last visit I played several $2k+ acoustics and found a D18 I really loved. I was in the store for over an hour and not a single staff attempted to assist or "sell" the guitar. I did end up buying one on-line at a cheaper price. However, a single attempt assist could have led me to but directly from the store.I realize that staffing is expensive but if you want to survive, there needs to be some attention paid to the customer
Mike P
