Yes, Guitar Center Still Sucks (rant)

Lonnybass · #1 06-25-2007, 04:09 PM

I put in a special order a month ago for an NS Wav 4-string with deposit and all. The sales dweeb told me it would take "about a week."

Three weeks later, I get a call that the bass has arrived. Joyfully, I drove to the store, where I find out that no, the bass is not, technically, actually there.

Sales Dweeb promises me that they will call me the next day to "make this right."

They never call.

Another week goes by - a MONTH after my order was placed when they told it would be a week - bringing me to today, with no call, no explanation, no estimate on where the bass is or why the delay or what kind of deal they are going to give me for going through the hassle.

So I call the store and demanded my money credited back to me over the phone...which they did, after keeping me on hold about five minutes and transferring me twice.

Why do I bother anymore??? Guitar Center can shove it as far as I am concerned.

Lonnybass

Gnosticbass · #2 06-25-2007, 04:15 PM

TRY musicians friend if you don't mind not being able to haggle over the price.Guitar Center owns them but I have never had any trouble getting what I order inside of a week most times.

Eric Moesle · #3 06-25-2007, 04:21 PM

EVERYTHING I have ever asked for - from pedals right down to strings - at my local guitar center was responded with "no, we don't have it in stock, but we can order it for you."

Yeah, I can order it myself online and not have to drive back to your store to pick it up. And doing it myself I can verify that the order was placed correctly and timely.

Lonnybass · #4 06-25-2007, 04:54 PM

Eric - you summed it up!

Lonnybass

CapnSev · #5 06-25-2007, 08:32 PM

Quote:

Originally Posted by Gnosticbass

TRY musicians friend if you don't mind not being able to haggle over the price.Guitar Center owns them but I have never had any trouble getting what I order inside of a week most times.

Actually, it's the other way around. Musician's Friend owns Guitar Center. I used to work for the Friend and Guitar Center guys hated me because I would come in and claim an insane discount on all their crap. There was nothing they could say about because we bought them. Those were the days...

RAM · #6 06-25-2007, 09:03 PM

I had that problem with a box of 6 sets of strings last year (LaBella Slappers). I originally placed my order in May. In June I went in to check on the status, since I hadn't heard from them. They'd lost the order, so they had to re-order!

In July, I went back in and found out the strings were on the way, and I should hopefully get them within a week. So, I went back the next week. No dice. On top of that, I'd gotten passed off to a new sales clerk, since the original one had gone back to his old job making "shrimp-shelling machines" or something like that (***???). This continued on and on for months, and 2 more sales reps, not to mention a couple of managers. In September, the strings came in, but they were not the gauge I ordered! Good thing I only had about $30 down on the order.

Ultimately, the strings had come in by the end of November. Since I'd been so cool to them, through this whole thing, they DID make it right. Instead of selling me the box for about $250 (6 sets of 6 strings), they sold it to me for about $95 with tax included.

I'm not upset with the steep discount I got, and they were certainly friendly through the whole thing, but it was definitely quite an experience. Their excuse (which could very well be legit) was that LaBella, which I think is distributed (or owned) by Fender, just kept dropping the ball.

Special orders can be a total pain, but that can happen in any business with any product. I'm in a business consulting position for a large consulting firm, and I see issues like this with our clients all the time (which is one of the reasons I have a job). Usually, though, the problem isn't on just the front end, but can be in several places along the supply-chain. Unfortunately, we, as consumers, only interact with the retailer, and they're in the unfortunate position of having to deal with the problems throughout the whole supply-chain. With sometimes no information about the status of the special order, they're in the uncomfortable position of having to deal with the customer without pissing him off and losing the customer. It's especially unfortunate when their communication skills are limited, because it gives the retailer a bad name, even if they're NOT responsible for the screw-up.

I'm sorry you had a bad experience there, but GC has its merits, and I'll continue doing business with them on products they happen to have in stock, if they have what I need. I still get better prices through them than most places.

Ukko · #7 06-25-2007, 10:54 PM

Quote:

Originally Posted by CapnSev

Actually, it's the other way around. Musician's Friend owns Guitar Center. I used to work for the Friend and Guitar Center guys hated me because I would come in and claim an insane discount on all their crap. There was nothing they could say about because we bought them. Those were the days...

No. Musician's Friend is a wholly owned subsidiary of Guitar Center, Inc. That's a fact, and you can confirm it by examining their annual statements, since GC is a publicly held corporation.

I'd say about 98% of my GC experienced have been pleasant. But I wouldn't make the mistake of special ordering anything from them.

Lonnybass · #8 06-25-2007, 11:13 PM

I completely understand that a retailer is at the mercy of their distributor when it comes to ordering, shipping and tracking product. Where I run into problems is in the complete and total failure of GC customer service at every step of the chain. A total, fully complete disappointment.

Lonnybass

Brad Johnson · #9 06-25-2007, 11:18 PM

Quote:

Originally Posted by Lonnybass

I completely understand that a retailer is at the mercy of their distributor when it comes to ordering, shipping and tracking product. Where I run into problems is in the complete and total failure of GC customer service at every step of the chain. A total, fully complete disappointment.

Lonnybass

If they're really that bad for you, you should stay away.

They've been cool with me so far.

Kael · #10 06-25-2007, 11:37 PM

I can understand being at the mercy of your distributors also, but I've had issues with GC flat out taking my money, not ordering the product I paid for, and then fibbing about it. I paid for a new Digital Performer manual when mien was trashed. They took my money and told me the order was placed. I called them every single month on the dot. Each time I was told that it wasn't in yet. I went down there in person three times solely for this one issue. Each time I was told that it had been ordered but it just wasn't in yet. Finally after an entire YEAR of this, they admited that it had never been ordered. They drug their feet about refunding my money so I took a 3rd party DP4 text.

This is only one of several stories I have about GC. I have never seen a company that is so poorly run (well other than ATT wireless). I won't say that I'll never shop there again. I will say that GC has lost out on perhaps $7K to $8K in business from me over the last couple years because of crap like that.

TK-421 · #11 06-26-2007, 12:19 AM

I've only bought strings and misc other accessories from them. I usually look elsewhere for any important gear.

Brad Johnson · #12 06-26-2007, 07:11 AM

Quote:

Originally Posted by Kael

I can understand being at the mercy of your distributors also, but I've had issues with GC flat out taking my money, not ordering the product I paid for, and then fibbing about it. I paid for a new Digital Performer manual when mien was trashed. They took my money and told me the order was placed. I called them every single month on the dot. Each time I was told that it wasn't in yet. I went down there in person three times solely for this one issue. Each time I was told that it had been ordered but it just wasn't in yet. Finally after an entire YEAR of this, they admited that it had never been ordered. They drug their feet about refunding my money so I took a 3rd party DP4 text.

This is only one of several stories I have about GC. I have never seen a company that is so poorly run (well other than ATT wireless). I won't say that I'll never shop there again. I will say that GC has lost out on perhaps $7K to $8K in business from me over the last couple years because of crap like that.

Look at the amount of business they do.

bassmonkeee · #13 06-26-2007, 07:41 AM

So, by the logic of this thread, is it safe to assume that Guitar Center is awesome since they've never had any problems with my special orders at all?

CraigG · #14 06-26-2007, 07:58 AM

Quote:

Originally Posted by CapnSev

Actually, it's the other way around. Musician's Friend owns Guitar Center. I used to work for the Friend and Guitar Center guys hated me because I would come in and claim an insane discount on all their crap. There was nothing they could say about because we bought them. Those were the days...

Obviously the apple doesn't fall far from the tree. I already didn't like Guitar Center and now I'm having problems with Musician's Friend having had to wait for 4 1/2 months for my order for a Gator deluxe double bass gig bag (NOT a special order item) to be filled. It's a long, unbelievable story with lots of lip service and apparent incompetence on the part of MF (and Gator)... and I'm still waiting (now they're telling me "this week" barring any problems). Yeah right! Once I finally get my order filled I will be taking my future business elsewhere.

Does anyone know, is American Musical connected to Musician's Friend/Guitar Center in any way?

Craig

Brad Johnson · #15 06-26-2007, 08:02 AM

Quote:

Originally Posted by bassmonkeee

So, by the logic of this thread, is it safe to assume that Guitar Center is awesome since they've never had any problems with my special orders at all?

Yes... I mean no, they're evil or... um wait a minute.... umm... Fender sucks.

That's feels much better.

lefty007 · #16 06-26-2007, 08:25 AM

I don't understand why you guys are placing special orders with Guitar Center in the first place (or with any of those big chains, for that matter). Is not like they are exclusive distributors of anything, and is not like they have good prices. . . and is not like their salespeople or managers care!

SGT. Pepper · #17 06-26-2007, 09:04 AM

Quote:

Originally Posted by Eric Moesle

EVERYTHING I have ever asked for - from pedals right down to strings - at my local guitar center was responded with "no, we don't have it in stock, but we can order it for you."

Yeah, I can order it myself online and not have to drive back to your store to pick it up. And doing it myself I can verify that the order was placed correctly and timely.

Their online site I've had no problems with except a lemon Fender.
The local store however is the same story. The stuff on the rack is beat and you wind up special ordering things anyway. Music 123 is still my fave. Never had any problems with them, and they have the most variety out of all of them.

wmcjhi · #18 06-26-2007, 09:10 AM

Eh, I haven't had a problem. GC can be loud and sometimes it's hard to find help, but I've always had good, passionate salesmen (aka they are a bit older, more mature, know their stuff and enjoy their instruments). Stuff is usually close to in-tune and in pretty decent shape. I can bargain for hundreds off, then stand and chat with the guy after. Sure, maybe some things are off but saying "the salesmen and managers don't care" is a pretty sweeping generalization that I've found quite largely untrue. Even when I've had trouble, they've been prompt to correct the situation. Heck, the one I was at even had one of the new $25,000 EVH replica frankensteins. The salesman offered to take me back for a look-see, but I didn't really see any need...although in retrospect I should've taken him up on it.

eedre · #19 06-26-2007, 09:26 AM

Well - here's the thing: without GC, where would you go to buy gear (and they actually have a good chance of stocking it!!) on Sundays or after 5 pm??

Unfortunately, their prices are firm and most of the employees don't know a whole lot about bass. But it costs money to have good hours and have a large staff of somewhat knowledgeable employees.

It's a shame you had a bad experience, I think everyone has with them.

Here's the flipside though, a music shop in my hometown has nothing but dope-smokers working the counter, they don't know anything or appreciate bass and it takes 30 minutes to get help. In fact, they won't even acknowledge you're standing right in front of them at the counter. I won't do business with anyone but the owner. They close at 5 on weekdays, noon on Saturdays, and are closed on Sundays. Honestly, I don't know how they're staying open with the recently opened GC a town over. I recently ordered a power conditioner from them for $15 less than GC, but I have to wait a week+ for them to get it in

Dan1099 · #20 06-26-2007, 09:28 AM

Quote:

Originally Posted by wmcjhi

Heck, the one I was at even had one of the new $25,000 EVH replica frankensteins. The salesman offered to take me back for a look-see, but I didn't really see any need...although in retrospect I should've taken him up on it.

The one near me has one too. The guy took me behind the counter to show it to me. Pretty insane.