My GC story is a little different. A year ago, I purchased an acoustic 4-string Martin at GC and had it shipped from the West Coast to the GC a few miles from my house. (Best I recall, the shipping was way cheaper that way but I'm not positive.) Picking it up, I noticed the box got stabbed with a fork lift, it appeared, and there was a large gouge in the box through to the hard case. The hard case was scratched in 1 place and pierced in another but the instrument was OK. (If it arrived at GC that way, I believe that GC should have reported it to the shipper, right there and then. Otherwise, one could ask whether my local GC warehouse crew did the damage.) Anyway, the assistant manager on duty said the most he could do was credit me for the (inexpensive) shipping.
I left it in the store manager's office and returned when he was on duty, bringing a hard copy of the closest replacement case (showing MSRP of $300). I pointed out I had purchased a case without holes to hold in humidity from the case humidifier I planned to purchase from them.
Store manager called the West Coast store, blamed them for not packing it better, and got them to apply a $300 refund to my credit card. I bought that humidifier and had the case repaired acceptably at a local luggage-repair shop for much less than $300.
If I had it shipped to my home then showed up at GC a few days later to complain, would I received the same treatment? No way to know, but I know I was in a LOT stronger bargaining position when the box had not left GC hands...
Fair point, that approach may have lent some bargaining power to your situ. Or not, who knows. I feel that if it were me, I'd have the same negotiating strength if I called the them immediately re the shipping damage, and to let them know I was coming to the store soon for a refund. And whether I'd want to keep the item at all, regardless of any partial refund they may offer, or that I might ask for (assuming I'd want to keep the item). If only the case or bag was screwed up, and I really liked the actual guitar, then I'd probably accept a partial refund if it was substantial enough.
OTOH, as you were willing to accept damaged goods (the guitar case) as long as it came with a partial refund, the scenario is unique to you. Factors involved are...was the Martin guitar new or used, how much did you pay for it in order to establish what a $300 rebate was worth relative to total cost, and how bad did you want to keep the Martin? I get your decision.
That's the beauty of dealing with GC for used gear, no hassle returns. Their not being philanthropic, they
have to operate that way. Given their propensity for selling damaged used gear online (repeatedly, I might add), their appallingly sparse descriptions, pics, and utter lack of full disclosure, if they weren't super-liberal with their return policies eventually no one would buy anything from them at all. Advantage: Buyers. Yay.
By contrast, here's a slightly different approach from another nation-wide, albeit somewhat smaller, online used gear seller...Music Go Round.
Example: Couple weeks ago I bought a Peavey Axcelerator from MGR for $499 plus $70 shipping, but no sales tax.
Total = $569 delivered. It arrived with a bad neck, so had to be returned/refunded. Mission accomplished, full refund incl all shipping costs. Happy me.
A week later I'm informed of another Axcelerator at GC used gear site for the same $499 plus $22 shipping, but with sales tax. I bought it.
Total =$569 delivered.
Samo-samo, right? But here's the twist: MGR, according to their published return policy info as I read it, only offers to refund shipping costs if the item is damaged during shipping. Verbatim, and pertaining to any other reasons for returns, the buyer accepts responsibility for all shipping fees. If taken literally, that means MGR's normal shipping fee of $70 (to my locale) and the buyer's own return shipping cost are technically
not included in MGR's refund amount.
I'm no attorney but I suspect MGR words their return policy that way to discourage frivolous purchases from non-serious buyers, and to give themselves wiggle room to deal with buyers on a one-to-one basis where refunds are concerned. It also appears that MGR stores can be individually owned via franchise, meaning that there may be differences in policy leeway from one store manager to the next. It's not entirely clear, but it may be possible to return an item for legitimate reasons, but get stuck for a buncha shipping costs (?).
OTOH, GC only charges buyers their corporate shipping rates, which usually run in the $20-30 range, conus. With that, if a buyer simply changes their mind for whatever reason, including buyer's remorse, or their Mom says they can't keep the thing, then they're only liable for the cheap $20-ish shipping cost. That's a huge difference between the two retailers.