I gotta say I have had a very bad experience with tgf. I ordered a volume pedal about 6 months ago. Site said it was in stock. 3 months later and I have heard nothing back from them about this. I send some emails through which get ignored. Finally Brian answers one email and says it will be in stock in the next couple of weeks. 3 months later and I am back trying to email them with no response. Seriously the worst company I have dealt with online. And the site still lists the product as in stock. TGF you really need to handle customer service better. Please send me my refund. I really shouldn't have to go through all this effort for no result.
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Anyone ever dealt with Guitarfiles.com?
- Thread starter needmoney
- Start date
I too am having a problem with Guitar Files. I ordered a gig bag on the 27/11/10 and I still haven't received it yet. At first they were great with their email responses but the last I heard it was being sent on the 13th Jan and still nothing. I've tried contacting them again in the last couple of weeks but no response and a tried calling today but only a message. I see they are on here quite a bit so maybe someone will get back to me. If it is not in stock (all other websites seem to be out of it) I am happy to take a refund but not responding to my emails is not good service (Oh and there is no one available on their live chat either!)
I see this is obviously the way to get their attention! I just got a response to my last email telling me my order had to be cancelled due to back order time frame! At least the order was never charged - that is something! Coincidence? - I'll let you make up your own minds!
I sent another e-mail (#3) a week later, and the next day still with no response from TGF I DECIDED TO COMPLAIN TO THE BETTER BUSINESS BUREAU.
BBB notified TGF who finally responded 2 days later with a note saying the items were really still on backorder (the e-mail I got was an error); therefore they issued a refund.
...so TGF is honest but gets a failing grade for communication (for not responding promptly and apparently only responding after a BBB complain) - BUYERS BEWARE!
It seems like Brian (the TB member) wants to make things right, but is behind the 8-ball much of the time. Good communications are the key to satisfied customers and, looking in from the outside, that seems to be where Guitar Files is falling short. I've ordered things on line that were back-ordered from people like Markertek, and have always gotten prompt emails with anticipated delivery dates. With Markertek, I have consistently gotten my orders before the estimated date.
Companies like Sweetwater actually give you a phone call about your order. The nightmare about threads like this is that it doesn't take much to steer people elswhere. In any sales or service business, the customer is king and must be treated that way to keep him coming back.
I'm fully aware of whiners out there who have no patience with even an extra day of delay, but many of the claims in this thread seem to go beyond that. My advice is to find stores that provide consistently good service and communication. I've had excellent experiences with quite a number of on-line stores, and they all have names you'd recognize. I had never heard of Guitar Files before now, but now that I have, guess whether I'll be ordering anything from them.
BTW, one time when I bought some congas from Music123, I kept getting that "pending" thing too. When, after multiple calls, I got through to a human on the other end, the salesperson looked up my order on his computer, and told me , "Your order is pending." He could get no more information than I had, and wouldn't go any further than that. After cancelling my order, I vowed never to order anything from them again. Even though they're now owned by the same folks that own GC and MF, I still won't buy anything from them. And I tell this story any time their name comes up.
So I'd just ask, "Is this the kind of business model an online store would want?"
Companies like Sweetwater actually give you a phone call about your order. The nightmare about threads like this is that it doesn't take much to steer people elswhere. In any sales or service business, the customer is king and must be treated that way to keep him coming back.
I'm fully aware of whiners out there who have no patience with even an extra day of delay, but many of the claims in this thread seem to go beyond that. My advice is to find stores that provide consistently good service and communication. I've had excellent experiences with quite a number of on-line stores, and they all have names you'd recognize. I had never heard of Guitar Files before now, but now that I have, guess whether I'll be ordering anything from them.
BTW, one time when I bought some congas from Music123, I kept getting that "pending" thing too. When, after multiple calls, I got through to a human on the other end, the salesperson looked up my order on his computer, and told me , "Your order is pending." He could get no more information than I had, and wouldn't go any further than that. After cancelling my order, I vowed never to order anything from them again. Even though they're now owned by the same folks that own GC and MF, I still won't buy anything from them. And I tell this story any time their name comes up.
So I'd just ask, "Is this the kind of business model an online store would want?"
Update on my order. Sent in a complaint to the bbb and have now received communication from the guitar files. Full refund has been sent. I genuinely believe that they are not deliberately trying to make the process hard but that they just have bad communication. At least it is all resolved now. Thanks to this thread.
More bad news from the customer trenches. Guitarfiles took my money but only sent half the order and have never once responded to multiple emails and calls. Generally, that's considered theft. It has been a month. There has been a lot of bad weather, so I am trying to be reasonable. But a simple notice would go a long way. I am heading to the BBB website next and then perhaps find a dozen more forums where I might save a few unsuspecting, hard working, honest people like myself from the Guitarfiles Black Hole. Refund my money, please. ORDER # 47121
I find it had [sic] that you have a single post on TalkBass: this one, posted the day you joined. I wonder what this means. Uhhh, you wouldn't be a shill, would you?
BUSTED!!!!!!!! ROFLMAO, saw this post and was thinking "hmmmmmmm" myself! HAHAHA!
I would like the same service too! I filed a complaint with BBB of Delaware moments ago. I messaged you yesterday instead of putting stuff on the net about my experience but you did not respond in a timely manner. Make good on this sir and I will be more than happy to retract my experience and compliment you for doing so.
account# 5000865
model # MBR1
Always amazes me when people feel they can conduct online business without keep contact online. I've found many times these type of situations are people who decide "Hey, I can sell these online" and just don't have the ongoing drive to really 'do' business online as they should.
Hi there, How are you?
Your order was shipped and delivered. There was a slight delay, but you should have received an email notice from our order system automatically about the delayed shipment.
I do notice your using a third party email address from a provider that we had problems with in the past. It also depends on how your email is setup, spam filters etc.
In the end were only human.
Please Note: This is not a support forum for the Guitar Files.
This forum is now being monitored daily but not for support purposes.
Thanks!
I think 15 years doing business online says a lot doesn't it?
Besides.. we have 1000's of lessons, files, custom scripts we have provided to the music community for FREE.
Unfortunately replacing a site after 15 years did cause delays which is expected.
Just so you know the facts!
LOL.. Have to step in again... Most of the complaints are one post. Doesn't take a rocket scientist to figure out what their real intentions are?
The problem is non-customers are posting assuming what's going on? This is turning into a TalkBass hate pool against us.
I'm reading the same about alot of others company's too. Shame Shame... Hate to see this forum go south like the rest of them.
Customers order was canceled due to the backorder and never charged. This is not uncommon with a business that operates 24/7.
I also seen some private messages about support on this site? Huh?
This is a bass forum not the Guitar Files.
