Guitar Center Screwed Me Again

[DigitalMan]

All of which could easily be integrated into a single system

I will say it again - modernizing and consolidating these kinds of systems is a once in a decade or longer event that costs many tens of millions of dollars at a minimum.

Edit - and can take years from the moment they fund it until it is ready to implement.

 

[2manynotes]

"Hello"
"Is the <insert bass> available?"
"No, we just sold it in the store."
"Well )*&#)(*, why the &(*&)* didn't you update the web site?"
"We just sold it."
"FU, GC sux."

 

[aprod]

Want some cheese with that whine? So many basses so little time.

 

[rogerbmiller]

I am not saying they shouldn't fix the problem. I am saying the problem isn't likely due to indifference or a poor attitude on GC's part which is what some people seem to imagine is the case.

I agree. But a good customer relations move would be to somehow figure out how to give the customer a like/kind replacement. Especially one who has bought as much used gear as I have.

 

[rogerbmiller]

Want some cheese with that whine? So many basses so little time.

Jelly?

 

[DigitalMan]

I agree. But a good customer relations move would be to somehow figure out how to give the customer a like/kind replacement. Especially one who has bought as much used gear as I have.

I'm not disagreeing with that.

Maybe they should kick out a coupon or something automatically to everyone who places an order that they have to cancel on the back end.

 

[wintremute]

Best bet is to call the store before buying it and try to buy it over the phone. At least then you'll be talking with the person who has the item and the item is in their database. Skip the online queue.

That's how I do it, and so far I haven't had any issues once purchased. There were a couple if times when what I wanted was not longer there, but for the most part no real issues.

 

[StevieM]

This morning while perusing the GC used website I found a MusicMan USA Sub bass in Blue for a good price so without hesitation, I pulled the trigger and ordered online.

Immediately after placing the order, as I would expect, the listing on their website changed to read "This Item Is No Longer Available."

I go about my day only to receive an email later saying "Your Order is Out of Stock."

GC Sold the bass to someone else. They had the bass listed as abailable, took my CC payment, and later told me they sold it to someone else.

This has happened to me several times even though once is far too many times.

There were no other 4 strings in inventory and even if there were, they would not guarantee giving me one at the same price because it is up to each and every store. Which is the line I got the last few times this happened.

This makes me wonder what is the point of using their website. I am livid and wanted to share this with the world because this is horrible customer service.

They told me that several people could order the same item online so they take the first one that comes up in the queue.

We read about them being in financial duress so I wonder if this is a ploy to trap cash.

Livid! I have bought over 200 used basses from them. You would think they would want to help me figure something out...

That sucks the BIG one. Really? Over 200 basses you've bought from them? I wish I could turn loose of my cash like that.

 

[jmattbassplaya]

I will say it again - modernizing and consolidating these kinds of systems is a once in a decade or longer event that costs many tens of millions of dollars at a minimum.

Edit - and can take years from the moment they fund it until it is ready to implement.

I'm glad someone knows what they're talking about.

 

[TMARK]

I will say it again - modernizing and consolidating these kinds of systems is a once in a decade or longer event that costs many tens of millions of dollars at a minimum.

Edit - and can take years from the moment they fund it until it is ready to implement.

I was involved in developing software for my company. The price tag was $40M. What GC needs is not as extensive but would cost at least $20M.

 

[wmhill]

they have done it to me several times, or sell something that's not complete. I just gave up on em, just not worth the aggravation.

 

[el_Bajo_Verde]

When I go to get fast food, and they're really late getting me my food, and they give me a larger fry or an extra burger or something, I feel better and I'm not even upset anymore.

I imagine if GC gave out some kind of coupon or discount, it could help these situations

 

[gln1955]

Face it, the whole system GC uses for used merchandise is crap. Bad pictures, no pictures, no description, sometimes the wrong description for the items, etc. Buying used from GC is like a box of chocolates - you never know what you're going to get. It's an adventure. Deal with it.

 

[Reverend179]

GC is literally using the same inventory and POS system that was in place 20 years ago, probably earlier. There's probably a variety of reasons for that- it's rock solid, does everything they need it do, is paid for, all the training programs are written and in place, so on. When that system was implemented, the internet literally wasn't a thing outside of colleges, military installations, and enthusiasts on the bleeding edge of technology. When I worked there in 2005, we were still using large-panel monochrome (green and black) CRT monitors. It's a fairly safe assumption to say that GC literally could not subsidize the cost of development and implementation of a chain-wide upgrade in a single financial quarter, or maybe even a fiscal year.

 

[el_Bajo_Verde]

When I worked there in 2005, we were still using large-panel monochrome (green and black) CRT monitors.

It is 2016 and they are still using those monitors.

 

[LowActionHero]

Unfortunately, this is how it is. There is no central warehouse you are ordering from - you are buying from a specific store location. And that bass might have been in someone's hands bring tried out when you bought it.

Not sure when the store gets notified that the bass has been bought online and should be pulled from the floor, but obviously its a very flawed system. And again, one store might be good at doing that while another sucks. Or one employee at one store is good at that and the days he is off, the other guys don't even bother to look.

It paints a picture of a larger issue - but again, GC is treating their inventory as a whole bucket while it is spread out over all their stores. And their main business isn't selling used gear - so its an afterthought.

At some point they realized that with all their used instruments at all their locations, it would be easier to sell if they marketed each piece of used gear not just to that store's region, but to the whole USA. Someone had the bright idea of databasing their used inventory and taking pictures and a brief description. They even implemented the ability to purchase the item through their webpage. Unfortunately while that's where the logistics are only starting for online shops like Amazon, GC seems to have stopped there. Once they take payment, its a crapshoot if you'll actually receive the item, if it was even still available (and not sold 2 weeks prior and webpage manually never adjusted), and then what actual condition the item is in.

I highly doubt a store's POS system is tied in to the entire's company's inventory database - so there's a manual step involved, or many, to go from an online purchase to actually receiving the item.

Compare that to their new item sales through their webpage. They have a warehouse full of gear, and when you order online, it should update the warehouse quantity and initiate the process of pulling the item for shipment.

Places like Amazon make it look easy, from a consumer's perspective - but they have a LOT of systems in place to make things run that smoothly. GC does not. Their used gear selection seems like a good idea with no budget to make it work effectively.

Best bet is to call the store before buying it and try to buy it over the phone. At least then you'll be talking with the person who has the item and the item is in their database. Skip the online queue.

I paid for an amp in store once. It had to be held the rest of their mandatory 30 days. Wandered around the store for another half hour and noticed it was still on the shelf, no Sold sign on it or anything. Finally saw them take it to the back. I was wondering what would happen if someone else walked up and tried to buy it

 

[TMARK]

Any idea if the best way to get a hold of GC corporate?

Call Ares Capital. 212 710-2100. Ares runs GC. Ares converted their loans to GC to equity, so they are in control. Ask for the managing partner for domestic private equity, retail.

 

[TMARK]

I love buying used online from GC. Fair prices. If it's not what I want or as described, I return it on my lunch hour. No big deal. Everything I've bought has been better than expected.

 

[Sparkl]

Livid! I have bought over 200 used basses from them. You would think they would want to help me figure something out...

Crazy. Either you are a very rich guy.... or probably a reseller.

 

[Beavisplaysbass]

This morning while perusing the GC used website I found a MusicMan USA Sub bass in Blue for a good price so without hesitation, I pulled the trigger and ordered online.

Immediately after placing the order, as I would expect, the listing on their website changed to read "This Item Is No Longer Available."

I go about my day only to receive an email later saying "Your Order is Out of Stock."

GC Sold the bass to someone else. They had the bass listed as abailable, took my CC payment, and later told me they sold it to someone else.

This has happened to me several times even though once is far too many times.

There were no other 4 strings in inventory and even if there were, they would not guarantee giving me one at the same price because it is up to each and every store. Which is the line I got the last few times this happened.

This makes me wonder what is the point of using their website. I am livid and wanted to share this with the world because this is horrible customer service.

They told me that several people could order the same item online so they take the first one that comes up in the queue.

We read about them being in financial duress so I wonder if this is a ploy to trap cash.

Livid! I have bought over 200 used basses from them. You would think they would want to help me figure something out...

I m not reading the entire thread but the solution to this problem is to call ahead and ask if the item is still available before purchasing.