Guitar Center query...

baileyboy · #1 12-01-2011, 05:15 AM

Not sure if this is the correct forum...

Last week I ordered a Reunion Blues Sonoma leather gig bag from GC and it arrived yesterday. The bag is stunning and everything I hoped, except none of my basses fit inside! I checked my order slip to make sure I ordered a bass gig bag, which I did. I then checked the RB website only to find that this gig bag comes in short (46") and long (49") scale. GC's website makes no mention of this option, in fact, does not even mention anything about dimensions. Apparently, GC only sells the short scale gig bag.

I called and spoke with a rep and he told me to send it back, but I have to pay for the shipping. I wrote GC a letter indicating my anger about this. If GC does not make right on this and refund my shipping costs they have lost a customer forever, plus I will bad mouth them any in every bass forum and out and about in the bass community.

Anyone else have a similar experience with GC? Am I out of line for assuming that if I order a bass gig bag that my basses should fit inside?

Thanks.

MrBasseyPants · #2 12-01-2011, 05:47 AM

Quote:

Originally Posted by baileyboy

Not sure if this is the correct forum...

Last week I ordered a Reunion Blues Sonoma leather gig bag from GC and it arrived yesterday. The bag is stunning and everything I hoped, except none of my basses fit inside! I checked my order slip to make sure I ordered a bass gig bag, which I did. I then checked the RB website only to find that this gig bag comes in short (46") and long (49") scale. GC's website makes no mention of this option, in fact, does not even mention anything about dimensions. Apparently, GC only sells the short scale gig bag.

I called and spoke with a rep and he told me to send it back, but I have to pay for the shipping. I wrote GC a letter indicating my anger about this. If GC does not make right on this and refund my shipping costs they have lost a customer forever, plus I will bad mouth them any in every bass forum and out and about in the bass community.

Anyone else have a similar experience with GC? Am I out of line for assuming that if I order a bass gig bag that my basses should fit inside?

Thanks.

I really don't think GC cares if you bad mouth them....everyone does anyway!

Anyway, I'd call back and say that you think they shipped you the wrong product. Feign ignorance and say that it must be a guitar case because my Fender P bass just does not fit in there, but tell them the packaging label says bass case so their whole shipment may be fouled up (you know this not to be true).

So then when they take it back...tell them you either want another brand OR your money back. They should be willing to do this. Their website says nothing about it being for a non-standard scale instrument. Make sure to tell them your Fender doesn't fit though. Can't really make an argument that you have an odd instrument or anything.

jc

Warrior_Bass · #3 12-01-2011, 05:53 AM

Quote:

Originally Posted by MrBasseyPants

I really don't think GC cares if you bad mouth them....everyone does anyway!

Anyway, I'd call back and say that you think they shipped you the wrong product. Feign ignorance and say that it must be a guitar case because my Fender P bass just does not fit in there, but tell them the packaging label says bass case so their whole shipment may be fouled up (you know this not to be true).

So then when they take it back...tell them you either want another brand OR your money back. They should be willing to do this. Their website says nothing about it being for a non-standard scale instrument. Make sure to tell them your Fender doesn't fit though. Can't really make an argument that you have an odd instrument or anything.

jc

What he said.

dalkowski · #4 12-01-2011, 06:00 AM

I think I know the answer, but is there a GC retailer near you that you can return it to?

If they're advertising a bass gig bag, then it's fair for the consumer to assume it would fit a standard bass (OP doesn't specify which basses he owns). I'm inclined to give them the benefit of the doubt and say that the bag they advertise is the long one and some chimp in GC purchasing made a mistake and stocked the wrong size bag.

Whatever -- you shouldn't have to suck up the shipping. I bet they'll eventually make it right for you. If they don't, they won't care how bad you diss them to the musician community (who have heard it all before).

Good luck, man.

baileyboy · #5 12-01-2011, 08:09 AM

Quote:

Originally Posted by dalkowski

...but is there a GC retailer near you that you can return it to?

I've been reading up on GC's return policy. It seems to read that since I ordered it online I have to return to a specified address through UPS or FEDEX. Correct me if I'm mistaken here.

stflbn · #6 12-01-2011, 08:12 AM

You can return online orders to actual stores. I had a GK Fusion head that was tremendously noisy that I bought online and returned to store location with no problems at all. In fact, they encouraged it.

tdub0199 · #7 12-01-2011, 08:15 AM

Quote:

Originally Posted by baileyboy

I've been reading up on GC's return policy. It seems to read that since I ordered it online I have to return to a specified address through UPS or FEDEX. Correct me if I'm mistaken here.

You can return it to your local GC....

electracoyote · #8 12-01-2011, 08:16 AM

Yes, I have returned on-line orders to the nearest retail outlet.

You need to talk to someone at GC who knows what's up, whether it's a customer service manager at the 1-800 number or a store manager locally.

This is not your fault and you should not get gouged for the shipping, it's plain as day.

Keep pressing the issue, but remember that you attract more flies with honey (so don't be an ass). Good luck.

tdub0199 · #9 12-01-2011, 08:17 AM

Quote:

Originally Posted by electracoyote

Yes, I have returned on-line orders to the nearest retail outlet.

You need to talk to someone at GC who knows what's up, whether it's a customer service manager at the 1-800 number or a store manager locally.

This is not your fault and you should not get gouged for the shipping, it's plain as day.

Keep pressing the issue, but remember that you attract more flies with honey (so don't be an ass). Good luck.

^This

dalkowski · #10 12-01-2011, 08:23 AM

Quote:

Originally Posted by electracoyote

remember that you attract more flies with honey (so don't be an ass). Good luck.

+1,000,000. You may blow someone's mind in the process. I was on the phone this week with the IRS to get clarification on a very small but important matter. The woman sounded incredibly harried, stressed and unhappy and didn't quite know how to deal with someone pleasant, even-tempered and polite.

baileyboy · #11 12-01-2011, 08:50 AM

Quote:

Originally Posted by electracoyote

...you attract more flies with honey (so don't be an ass). Good luck.

Yes, diplomacy is always the first resort, no doubt about it.

baileyboy · #12 12-01-2011, 08:51 AM

Quote:

Originally Posted by tdub0199

You can return it to your local GC....

I will check their site for the nearest location. Thanks much.

fhm555 · #13 12-01-2011, 08:59 AM

Since it costs the same to get it shipped to store as it does to have it shipped to me, I always practice rigorous CYOA protocol when dealing with GC. I order on line to pick up in store, then I always give everything a through once over/test before accepting it.

I've had a couple problems with DOA electronics, but never a problem with return or exchange.

MatticusMania · #14 12-01-2011, 09:19 AM

Quote:

Originally Posted by baileyboy

If GC does not make right on this and refund my shipping costs they have lost a customer forever, plus I will bad mouth them any in every bass forum and out and about in the bass community.

Im sure they'll do fine without your business, and bassists will continue to buy from them regardless of your badmouthing.

Still, hope things work out for you.

electracoyote · #15 12-01-2011, 09:22 AM

Quote:

Originally Posted by fhm555

Since it costs the same to get it shipped to store as it does to have it shipped to me, I always practice rigorous CYOA protocol when dealing with GC. I order on line to pick up in store, then I always give everything a through once over/test before accepting it.

I've had a couple problems with DOA electronics, but never a problem with return or exchange.

^ The ultimate way to do business with GC.

I have also found that shipping to the store is a lower rate than shipping to my residence. That's at my GC, YMMV.

baileyboy · #16 12-01-2011, 09:42 AM

Quote:

Originally Posted by fhm555

Since it costs the same to get it shipped to store as it does to have it shipped to me, I always practice rigorous CYOA protocol when dealing with GC. I order on line to pick up in store, then I always give everything a through once over/test before accepting it.

I just checked their site and the nearest GC is Paramus, NJ, about 50 miles from me. Looks like I will have to mail it back and hope that I can convince a rep that I should be refunded for the shipping costs.

HolmeBass · #17 12-01-2011, 09:53 AM

Quote:

Originally Posted by baileyboy

I just checked their site and the nearest GC is Paramus, NJ, about 50 miles from me. Looks like I will have to mail it back and hope that I can convince a rep that I should be refunded for the shipping costs.

Only 50 miles away? Heck, road-trip!! My closes GC is 65 miles away and I would never get anything from them without checking it out in person first.

baileyboy · #18 12-01-2011, 09:58 AM

Quote:

Originally Posted by HolmeBass

Only 50 miles away? Heck, road-trip!! My closes GC is 65 miles away and I would never get anything from them without checking it out in person first.

Time is money. I don't have the time to drive 100 miles round trip. It will be much more cost-effective for me to mail it back.

electracoyote · #19 12-01-2011, 10:28 AM

Quote:

Originally Posted by baileyboy

Time is money. I don't have the time to drive 100 miles round trip. It will be much more cost-effective for me to mail it back.

Before you take it to the post office, try this:

Call the customer service line.

Talk to a manager. Tell the rep you have a complicated situation, and you're not happy with the answers you've been getting. You need a manager.

Explain your situation and request a UPS return label be sent via e-mail. This will let you print and slap the label on your package and drop it off or call UPS for a pickup.

If this doesn't work, call the nearest GC. Again, management only. Try the same tactic.

BTW, what is the GC catalog item number on this gig bag?

baileyboy · #20 12-01-2011, 11:57 AM

Quote:

Originally Posted by electracoyote

Before you take it to the post office, try this:

Call the customer service line.

Talk to a manager. Tell the rep you have a complicated situation, and you're not happy with the answers you've been getting. You need a manager.

Explain your situation and request a UPS return label be sent via e-mail. This will let you print and slap the label on your package and drop it off or call UPS for a pickup.

If this doesn't work, call the nearest GC. Again, management only. Try the same tactic.

BTW, what is the GC catalog item number on this gig bag?

Thank you for the tip. I will try this.

Reunion Blues Sonoma Electric Bass Gig Bag
Item # 542024.178.190