"The guys at the Naperville, IL store were incredible. I contacted them about helping out a good cause. They not only donated a broken electric guitar to be turned into artwork, they donated a brand new acoustic to be auctioned, in addition to giving me 2 leads to artists whom might be willing to get involved in supporting the Fox Valley Orchestra and their wonderful children't programs. Thank you Matt, Bobby and Patrick."

"Terrible policies. Their "REPLACEMENT" plan is really only a return postage to manufacturer plan BEWARE deceptive wording!
Also be aware that, if You talk to 6 different employees, You're likely to get 3 or, 4 different answers.
We were told by employees at their SE Denver, CO. store that We'd most likely be given an e-check refund on Our product.
I just wanted a non-defective replacement!!
Their "REPLACEMENT" plan administrators; however, wanted "ME" to get an RMA from the manufacturer and they'd pay return postage to the manufacturer only.
I could have done all that without GC!
One of their customer service reps. had the nerve to offer a refund of the replacement plan!! - duhhhh.
When I suggested they change the name of the plan from REPLACEMENT to paid postage plan they weren't too happy."

"I used to like Guitar Center stores, and bought some equipment in late 90s and early 00's. But in the past decade it became awful, both local stores and the online store.

Their sales are ugly: they usually exclude all good brands. So, for the most time, I even stopped looking at their "specials" e-mails.

On Easter 2015, I decided to use their 20% off coupon, as this time, it didn't exclude my favorite Sennheiser headphones.
One of the products I was going to buy was listed as to be shipped a week later, but can be ordered at this time. So, I proceeded to place the order, and it pretended it would allow me to... Until the very last step, after I entered the credit card, etc.... Then the website said: The item #... is unavailable and must be removed from the cart.

Then I went back to the product page and clicked on "inform when in stock". Right away, I received an e-mail telling me that it will be in stock a week later but I can place the order right now online....

When I called the customer service on the phone, they told me that they may or may not get that product, but they can place the order over the phone. But this way, I am loosing 10% cash-back from Discover Card. I guess that's how Guitar Center saves money.

Since I would loose that 10% cash-back for other items that are available, I asked if the CSR can give the the 20% coupon's discount without using the coupon code (so that I can use the coupon for the rest of the items online), and the response is strict "NO".
I found that the customer service never does to compensate for their own short-coming and non-working website. Unlike, say Amazon's, - their customer service is never flexible.

I think it's time to stop even looking at that store.
Amen!
"

"I ordered a backordered pedal from guitar center fully accepting the fact that I wouldn't get it for two months. However, every time I checked back, the backorder date was moved back even further. It took them three entire months. I was okay with letting this one instance of crappy service pass. I recently ordered a strap and a cable, I received some useless thing for drums, I called and told them what happened and they shipped my stuff, EXCEPT the cable somehow became backordered after I ordered it so as of now I still have not received my cable, I did get my strap though. Worst experience I've had from any store."

"My experience with my local guitar center has been a great one. I've gotton to know the guys there first of all and then also have become friends with one of them gha knows my collection and isn't just trying to sell me something I don't need.
If he thinks it's a good fit he tells me or based on my past purchases if it isn't a good fit he is also honest with me about that as well.
Secondly is the guitar tech that handles most of my guitars and the setups on them. He knows what I like and also tells me what he thinks would work best and he's never done me wrong on a setup or repair.
Sometimes I'll just stop in to see the guys as its like family there for me and u don't feel pressured into buying anything and they have always taken care of me when it comes yo returns.
"

"Bought a amp online, it arrived damaged, case cracked in shipping I presume. No fragile labels on box, for a 70lb amp. Listed it as used, excellent condition, but the high gain input didn't work, and the pots were scratchy. Other than all these issues, it did work. Called several times, and was told manager would return call, he didn't. Finally got a hold of him and I offered 1/3 price paid to not return it. Didn't want to drive the 40 mi to guitar center. They accepted. Asked general manager for a email stating this agreement was reached, he said he would send one. He never did, so I worried about the arrangement for several days till my account was refunded. I would not buy online from them again"

"Guitar Center Service is horrible.
Plain and simple.
They don't carry good gear, they hold funds for too long because of their inability to process all the returns from disappointed and disgruntled buyers.
Go to Sweetwater."

"I ordered a guitar online that they said was in stock. I then got a message saying it was backordered. I called them and basically they said someone must have bought the last one right before me. Now I have to wait 2 to 3 weeks. Thanks guitar center. Will never buy from again. "

"Get this!... I bought a Takamine Jumbo G Series guitar from Guitar Center (GC). The one I wanted and was searching for was the Takamine EG523SC specifically. After months of searching, I tracked one down online to Guitar Center, and I called a GC in San Antonio and inquired about it. I asked them to inspect it over the phone (body, frets, intonation, etc.), after a few minutes of inspection the sales person I was speaking with was impressed with the guitar and stated that it was, (… And I quote!) "In Excellent Condition". The salesman informed me that it was the only one they had in stock, and he assured me that "We (GC), inspect all our instruments, we don't sell JUNK!".

And so I drove 90 miles to this GC store in San Antonio and I got there about an hour before the store was supposed to close. I went in and saw the guitar for myself. However this is where it gets screwy, as the price online was $399, yet the price they had posted in store was for $579 (Retail Price)? The salesmen assured me that the online price was valid. So I played a song or two and did some runs on it and it sounded as good as I expected, so I picked out a case to go with it and proceeded to check out expecting that GC was going to honor the price as it was posted online. Then as I am in the process of paying for MY stuff, some other salesman walked up and stopped the sale and said that I was looking at the wrong guitar??? He insisted that was not the one that was featured on the online post?? He went to the back and brought out another guitar of the same model number and declared that this was the guitar that was on sale! Now this is where it gets twisted, because the salesman I spoke with on the phone informed me that there was only “ONE” of that particular model in stock in their system???!

I looked over the other $399 guitar, and it was in unacceptable condition as it was far from the EXCELLENT CONDITION they quoted to me over the phone. The fret board was filthy, it was obviously used, but was in good condition except for a few nicks here and there, playability was horrible, as the action was way to high and the strings were obviously old and there was corrosion on the frets, and it had a noticeable bend in the neck... But Guitar Center's sales staff gave me that stupid look and insisted that this guitar was in "Excellent Condition"??? Far from it! With pressure mounting I had to make a decision, because the store was getting ready to close, and I came a long way to find a Takamine Jumbo like the EG523SC...

I debated some more with the manager and salesmen as they inquired as to whom I spoke to over the phone? Well, it just so happened that guy left for the day, so I was stuck debating with these Stooges whom I felt were doing me a disservice and trying to pawn something off on me of lesser quality and were generally performing the switcher-roo on me!

I decided to get the one for $579 because I wanted that guitar because it was supposedly in EXCELLENT CONDITION, but in the same process, with pressure mounting, I felt like I was getting screwed. Because of all the hassle and distraction and goings on, debating the word of Guitar Center's stooges who insisted that this guitar was in, and I quote again, in "NEW AND UNUSED CONDITION"! I bought it, on their word, and drove the 90 miles home happy and semi satisfied, or so I thought. It was when I got home I began to notice the defects on the instrument; a crack in the finish where a fill spot was where the neck meets the body, the spruce top was not solid, it's actually two pieces fitted together, the fret board has obviously been played a lot and had some corrosion on the frets and the wood, but all I remember is what the sales stooges at Guitar Center said... That this guitar is in "NEW AND UNUSED CONDITION". In fact it was far from it, it is IN FACT, A USED GUITAR! Yes, it's in good playable condition, but far from the NEW or EXCELLENT CONDITION I paid for! The crack in the neck alone should have drastically effected the retail price they charged me for the guitar... As well, I fault GC stooges for not inspecting the instrument and pointing out the crack in the neck to me, because if I had known it was there I would have walked away! Yet instead, they let me walk right out the door with it fooling me into believing it was a brand new instrument with zero defects, just so they could drool over my hard earned money!

The degree of customer service that I experienced with GC's staff, has left me with the impression that I would expect from a second hand pawn shop, not a reputable retailer!

But when it comes to who has the last laugh, I just bought $5000+ dollars of equipment from Sweetwater.com and they are extremely grateful to have me as a customer, so much so they even assigned me a sound engineer in case I have any problems or questions. One on one service, OH MY GOD! If your a pro like me, get yer ass over to Sweetwater bro, GC is for chump's!
"

"Terrible! I spent 30 minutes on the phone with GuitarCenter.com to confirm stock on an item before I ordered. They said it was in stock. Then they transferred me to the actual store that had the item in stock. They confirmed stock and charged my credit card. A few days later I get an email saying the item was backordered. Two people confirmed it was in stock and would ship same day. Now I won't have it for my event."

"Ordered as advertised a Gretsch New Yorker Starburst. Tried on line but it refused to let me get to checkout so I called the number listed and a very friendly guy took my order and informed me it would not ship until 8/7/14.

On 8/7 I received an email saying it wouldn't ship until 8/11/14.

Late in the day on 8/11 received a further email saying it would ship within the next 30 days.
Meanwhile customer Service has emailed me twice suggesting I should make another selection. Starting to look like Bait & Switch!!

If I receive another delay I will cancel, get a confirmation and send it to the credit card company informing them to not pay any charges from GC since I have heard many horror stories about cancellations not being honored.

Very disappointed and still waiting."

"bought a guitar and amp as a gift,amp was fine and as advertised,guitar was used with scratches and with lots of buzzing,as it was a christmas gift and child was happy i didnt bother returning it and just got a friend to tighten it up to remove the buzzing"

"Disclaimer: I have only used Guitar Center once, and I ONLY have experience with the Online store... I ordered an amp stand and was notified by email about the status of the order (processing, shipping, etc.). The item was ordered on the the 1st, on the weekend, so it took a day or so to process (understandable), and it went to the International Processing Center on the 3rd (not bad, I suppose), but it stayed at the facility for a week! I was unhappy and let Guitar Center and Borderfree Services know, and I have to say that although I brought up serious concerns with the time that my package was at the shipping facility before it was put on the truck, Guitar Center was very helpful with a brief explanation of the process, and ensured that my package would still cross the border in a reasonable amount of time to end up at my place. My concerns were also addressed very quickly, politely and professionally, and before I knew it the Team Lead had already notified me, that he was issuing a refund for the shipping and handling costs on account of my frustration. Excellent job Guitar Center, and thank you for listening to me and addressing my issues, rather than blowing me off and hoping that I maybe might come back someday... I will DEFINITELY be back to purchase more gear (online - I live in Canada). Great product and great customer service experience."

"it used to be a good store - but that was a decade ago. nowadays it's on old/used/broken cr@p store. and they'r selling this old/used/broken cr@p AS NEW! anything really new is rarely in stock."

"I spent months looking for a very specific guitar - a 1970's Guild S300-D. I finally found one at guitar center - perfect - that's where I get most of my gear anyway (a month before this I bought a 2000$ Mesa amp and a bunch of recording gear). It seemed like no one could do anything right and everyone kept pushing me off to other people - no sense of customer service or even good salesmanship.

West Palm Beach: I called to order the guitar because there was no 'buy it now' link on the site for this vintage guitar. I spent over an hour talking to him while he tried to get the payment to go through. I had 190$ on a gift card and was paying the rest cash. He said that it was 'impossible to do because I was out of state' after trying for that long. He advised I call my local guitar store.

Oxford Valley: I called here and spoke with Keith - who tried with me for about 2 days on and off. I kept having to call back and remind him about me. I specifically said I didn't want someone else to buy the guitar and I just wanted him to hold it for me. He said he couldn't do that. After all of the confusion - he said there was an issue on the 'dot com side' but verified the guitar was available and then put it on hold for me. He advised me to wait until I got refunded (yes they charged my account but couldn't sell me the guitar) and that he would put it on hold in the meantime.

After the refund: I called back and Keith had no idea what was going on with the guitar - he called the store and it was not available. He said this may have been because he had it 'pulled off the shelf' for me. I was very upset. He said he would investigate and get back to me. He didn't until over a week later.
Customer Service: In the meantime, I called and spoke with Jordan Dimick and he said that the Guild S300-D was sold to another customer... TWO DAYS after I had it 'put on hold' for me. He said he would have someone who 'specializes' in these types of cases call me back. I had to remind him three times before anyone got back to me... It ended up being Keith from Oxford Valley... He was the specialist? He apologized and said he was going to 'make this right'. I haven't heard from him since.

Now - I just simply resent Guitar Center. Before this - my experiences were mediocre because of poor knowledge and customer service, but now they are completely soured after this mishap.

I hope this helps. Thank you."