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Anyone ever dealt with Guitarfiles.com?

needmoney

needmoney

May 23, 2004
3,601
19
39
Brisbane, Australia
#1
I paid for a Metronome from these guys which they had listed on their site as in stock, which I then had to wait for them to come in as backorder. Once they came in they claimed it was shipped on the 19th September (almost 1 month ago). Still have not recieved the item, and I've never had to wait this long for anything to ship from the US.

Sent them the following email..

G'day,

I still have not recieved this item. Was it definitely shipped to the following address?

****

I really need this Metronome soon and since I have already been charged I would appreciate it soon.

Thanks,
Rick Tobin.



What on Earth is NJ BULK, and should I be worried? I honestly don't think I'll be recieving the Metronome. What do you think I should do?

Thanks.
 
#2
needmoney said:
I paid for a Metronome from these guys which they had listed on their site as in stock, which I then had to wait for them to come in as backorder. Once they came in they claimed it was shipped on the 19th September (almost 1 month ago). Still have not recieved the item, and I've never had to wait this long for anything to ship from the US.

Sent them the following email..

G'day,

I still have not recieved this item. Was it definitely shipped to the following address?

****

I really need this Metronome soon and since I have already been charged I would appreciate it soon.

Thanks,
Rick Tobin.



What on Earth is NJ BULK, and should I be worried? I honestly don't think I'll be recieving the Metronome. What do you think I should do?

Thanks.
Click to expand...

Where in New Jersey? If it's USPS, then it's the Bulk Mail Facility. If it was shipped Parcel Post going to Australia, then it's going to take a while.
 
#3
Okay. They just told me it was shipped Airmail which usually takes 7-10 days (yeah i know), but because of security reasons around the world it could take a while.

Okay.. I've bought like 20 things from the States over the last 3 months with Airmail and never has it taken this long.

What should I do?
 
#5
I am so ticked off at this company. I paid $30 to make sure my guitar got here (New York) by today and they have taken 4 days to process my order. I have never had such crap service. Well I have not had any service. I have emailed them, no response. I have called them, no answer and the mailbox is full so I can not leave a message. How did you get a hold of them? Did you ever receive your item? NEVER ORDER FROM GUITAR FILES.
 
#6
chefmj: You may want to steer clear of stating bogus things about a business or anyone in general. "Defamation of Character"

We the Guitar Files has been in Business since 1999 with many happy customers . All calls, emails are answered. If it took 4 days to process you received an email the same day you placed the order about a backorder or a out of stock notice.
 
#7
How can it be defamation of character if what we say is based on fact? I placed an order with you and have yet to receive the merchandise 12 days later. I have tried to contact you on several occasions via email and phone and you have yet to respond. Guitarfiles can take a hike... thank goodness for American Express.
 
#8
Here's my case:

I placed an order for an "in stock" item, only to have my order "pending" for 8 days. Nothing has been shipped... and they have my money. They won't answer emails or phone calls.

edit:
By the way, I'm in the U.S. & paid for Priority shipping. My order should've been here in 3 days.
 
#9
Here's an update. After 20 phone calls (no answer) & several emails (no reply), I finally resorted to 2 things:

1. I filed a complaint with paypal & escalated it to a claim.

2. I filed a complaint with the Better Business Bureau.

ONLY THEN, did I get any kind of response... even if it was "just" a refund & short note that read "Item Sold Out".

hmmmm... funny how it's still "In Stock" on the website (a day later). Needless to say, I will NEVER deal with Guitar Files again. Buyer Beware.
 
#10
I placed a simple order with them on 7/29 expecting it to ship that day or the next. All items were listed as in stock and I'm only an 8 hour drive from them in the US. It's been seven days now and my order still says 'pending'. I tried to call and got a voicemail--in the middle of the day--and left a message. I'll give them a day to respond; if they don't I'll cancel my order and/or go the route that SALVAGED did.

Hard to believe they've been around since '99 and this is the only thread I could find complaining about them. However, the stories here sound too similar to be just coincidence.
 
#11
chefmj said:
I am so ticked off at this company. I paid $30 to make sure my guitar got here (New York) by today and they have taken 4 days to process my order. I have never had such crap service. Well I have not had any service. I have emailed them, no response. I have called them, no answer and the mailbox is full so I can not leave a message. How did you get a hold of them? Did you ever receive your item? NEVER ORDER FROM GUITAR FILES.
Click to expand...

This user "spammed" the Guitar Files site countless times until our system finally banned their ip. The customer received a full refund and was notified through our order system.

We also notice they have 1 post here so there intention is not to be a community member.
 
#12
SALVAGED said:
Here's an update. After 20 phone calls (no answer) & several emails (no reply), I finally resorted to 2 things:

1. I filed a complaint with paypal & escalated it to a claim.

2. I filed a complaint with the Better Business Bureau.

ONLY THEN, did I get any kind of response... even if it was "just" a refund & short note that read "Item Sold Out".

hmmmm... funny how it's still "In Stock" on the website (a day later). Needless to say, I will NEVER deal with Guitar Files again. Buyer Beware.
Click to expand...


Both complaints resolved successfully. Customer was refunded and BBB complaint resolved.

Customers order was on back order and was sent an email the same day from our automatic email system.
 
#13
I been dealing with the guys GF since around 2003 buying parts for the my custom amps and home made pedals and some odds and ends. I dealt with Brian and Rusty and Mary mainly. I had one issue with a TKL bass case about 3 years ago that arrived damaged but they took care right away and let me keep the case and refunded my money.
No issues here.
 
#14
I find it had that anyone would have any trouble with The Guitar Files at all. I have been a customer of theirs for a couple of years and have never had any trouble, even with stock issues. Any time there was a stock outage, even if the site said it was in stock, the communication was perfect and very prompt. I have never had communication issues. Also, I work in the music industry. It has been hard times for the manufacturers of the products we all use. Many manufacturers are not sending complete orders to either the wholesalers or directly to the retail stores. Stock outages have been quite common. So if someone is complaining about stock not being available, I wonder if they are directing their anger at the correct party. It would be good for someone to know what is going on in the industry before bashing someone who has a great reputation over a stock issue.
 
#15
i am surprised this is the only thread on guitar files.

i NEVER complain. but i ordered something online on 12/27 - a gigbag. was told it was shipped on dec 30. its jan 11 and still nothing arrived. i am in NJ and they are in Delaware... even if this were across the country, and even with the holiday and snow, it should have arrived. i shop online often and never had a problem. i have other online purchases that were made after this one and arrived days ago - usps and ups. i called guitarfiles.com, left 2 messages...sent 3 emails and no response. they have my money... will wait another 48 hrs. if still no response OR no gigbag arriving in the mail, will elevate further like SALVAGED did. this isn't cool... very unfortunate.
 
#19
Hey , I seem to be down the pecking order too I ordered a bigsby b5 tremelo on the 11th december 2010 and still have not recieved maybe brian c you could let me know the crack.
I've e-mailed guitar files twice and have recieved no response
 
#20
I'm also having issues with The Guitar Files (theguitarfiles.com):

I ordered slat wall guitar hangers from them on Nov 18, 2010.

About a month later I e-mailed them asking about my order and received an e-mail response that the items were now off backorder and being processed.

Fast forward another month (now 2 months since order placed), and I still haven't received the items

I sent them 2 e-mails mid last week and have not heard back at all from them yet!?!

I want to give this co. the benefit of the doubt that my order will be honored or refunded (I'll update this note when applicable) but I must say that this is the only co. I ever dealt with that does not have a communication system/protocol for quickly responding or notifying customers of any issues with orders (I didn't know for over one month that my items were unavailable)...
 

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