SmallBizGenius Analysis
Guitar Center receives mixed reviews, with many praising knowledgeable staff and wide product selection, but others cite issues with online orders and used gear condition. While in-store experiences are often positive, online purchases appear less consistent, leading to frustration for some customers.
Category Breakdown
Scores based on analysis of 280 recent reviews
Customer Service (In-Store)
8.5/10Many reviewers highlight positive experiences with in-store staff, describing them as knowledgeable, helpful, and patient. Several reviews specifically mention employees by name, praising their assistance in finding the right products and providing excellent service, such as Drew Johnson who provided excellent customer service.
40 reviews mention thisOnline Order Issues
3.5/10A significant number of reviewers report problems with online orders, including delayed shipping, lack of communication, and receiving incorrect or damaged items. Some customers express frustration with the lack of follow-up and difficulty resolving issues, with one reviewer stating, "Failure of a core competency...online order on Dec. 5th. NO communication."
25 reviews mention thisUsed Gear Quality
4.0/10Several reviewers express disappointment with the condition of used gear purchased online, stating that it did not match the description provided. Common complaints include missing parts, cosmetic damage, and functional issues, such as one reviewer who "Ordered a used Fender Jazzmaster, GC stated in excellent condition...Arrived no case, nor tremelo arm."
15 reviews mention thisProduct Selection
8.0/10Reviewers frequently mention the wide selection of products available at Guitar Center, both in-store and online. They appreciate the ability to compare different models and prices, making it easier to find the right gear for their needs, with one reviewer stating, "Guitar Center has a substantial inventory of well catalogued guitars and related items."
12 reviews mention thisLessons Program
6.0/10Experiences with Guitar Center's lessons program are mixed, with some praising the instructors and the progress their children have made, while others express concerns about instructor qualifications and communication issues, as one reviewer noted, "Instructors are not required to have a music degree, yet we are paying the same price that we would pay for someone who does."
5 reviews mention thisPros & Cons
What Customers Love
"All the employees are super helpful."
"Guitar Center has a substantial inventory of well catalogued guitars and related items."
"Placing a few orders over the phone in the last two weeks has been an easy and abundantly friendly experience."
"I went to Guitar Center to complete a tax-exempt online purchase. I was greeted by Drew Johnson, who provided excellent customer service."
"I ordered a guitar amp (Bugera V22) from their used selection of gear. Shipped to me in 2 days with no issues and the description of Good Condition was actually EXCELLENT condition and I am so satisfied."
Common Complaints
"Ordered a used Fender Jazzmaster, GC stated in excellent condition, description mentioned ships with hardshell case. Arrived no case, nor tremelo arm..."
"Failure of a core competency...online order on Dec. 5th. NO communication..."
"Does not honor their sale pricing. Purchased a plugin pack on sale which, per their website is NON REFUNDABLE and it was cancelled the next day. This is deceptive marketing and sales practice."
"Bought a product online and showed up to pick it up in-store, only to find out they sold it to someone else. The only explanation from the employee in the store, their 'inventory sucks'."
"UPS failed delivery for some unknown reason. They returned my package. I told Guitar Center this was unsatisfactory."
Common Questions About Guitarcenter
Answers derived from customer review patterns
Is Guitarcenter legit and trustworthy?
Guitar Center is a well-established retailer, but reviews suggest mixed experiences. While many customers praise the in-store service and product selection, a significant number report issues with online orders and the quality of used gear. These issues include inaccurate product descriptions, shipping delays, and poor communication. Therefore, while Guitar Center is a legitimate business, it's crucial to exercise caution and carefully inspect purchases, especially when buying used items online.
Based on 45 reviewsDoes Guitarcenter have good customer service?
Guitar Center's customer service receives mixed reviews. Many customers praise the helpfulness and knowledge of in-store staff, often highlighting specific employees who provided exceptional service. However, online customer service and communication are frequently criticized, with customers reporting difficulty resolving issues and a lack of follow-up. Therefore, customer service quality appears to vary significantly depending on whether the purchase is made in-store or online.
Based on 30 reviewsIs Guitarcenter worth it for small business?
Guitar Center can be a valuable resource for small businesses in the music industry, offering a wide selection of instruments and equipment. However, the inconsistent online order fulfillment and used gear quality raise concerns. If a small business needs reliable equipment and timely delivery, it's crucial to carefully inspect purchases and communicate clearly with Guitar Center. Alternatively, exploring other retailers with more consistent service may be a safer option.
Based on 20 reviewsWhat is Guitarcenter's return policy like?
The reviews do not provide specific details about Guitar Center's return policy. However, several reviewers mention returning items, suggesting that returns are possible. One reviewer mentioned returning a damaged Korg Kronos 3 and receiving good service during the return process. It's advisable to check Guitar Center's website or contact customer service directly for the most accurate and up-to-date information on their return policy.
Based on 5 reviewsWhy are Guitarcenter's used gear descriptions sometimes inaccurate?
The reasons for inaccurate used gear descriptions at Guitar Center are not explicitly stated in the reviews. However, it can be inferred that inconsistencies in inspection processes or a lack of attention to detail may contribute to the problem. Some reviewers suggest that the descriptions are overly optimistic, failing to accurately reflect the item's condition. This can lead to disappointment and frustration for customers who rely on these descriptions when making online purchases.
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