I have been a loyal customer at "Guitar Center" for the past year approx. 2007-now 2008 and have spent about $14,000-$19,000 there at that store location during that time.
I have bought and returned instruments according to their 30/30 Satisfaction Guarantee. In a nut shell if "For any reason the customer is Not satisfied neither are they (Guitar Center). Simply return the item within 30 days of original purchase for ANY reason in original condition and you will be given a full refund." I did this a few times because of lack of quality discovered after bringing a guitar home and having it a few days. Most returns were within 2-5 days of original purchase. Quality is expected by me when I pay for a quality instrument / I do not deny I am picky, but if you were spending $3000 - $10,000 for a Guitar wouldn't you be???
Now the final straw:
I placed an order for a $6000 Martin Acoustic Authentic model that was going to take 3 months to get in and I payed 1/2 the total price as deposit on the order on the guitar thru a salesman. He told me at that time that if I was not satisfied I was covered by the 30/30 satisfaction guarantee and was assured yes I was able to return it if it did not meet my satisfaction.
I called the store later that same day to inquire about a color option and again ask the same salesman if the Guarantee concerning return would apply and his story CHANGED to, "It depends on what saleman you deal with because the chain did not want to deal with me anymore, but he could slip my guitar order thru and I deserved another chance????? Slip it thru????? Another Chance???? I immediately went to the store and got a refund on my deposit and cancelled the order. They acted as if they were doing me a favor by ordering me a $6000 guitar that they would make a sizeable commission on.
Why should my guitar for $6000.00 (NOT PEANUTS) be slipped thru???? Also I was told, "because I returned to many items that they did not want to do business with me anymore???????????? A $6000+ guitar order, OK and be slipped thru????
I was told by the Acoustic Guitar Mngr. that it was inappropriate of the saleman who said that to me regardless of weather or not it was true???????
I was told it was not good business practice to ever say that to a customer as per Acoustic Mngr. at the store.
So, after sending a complaint thru e-mail to the home office explaining the same situation as told here I have been told by Acoustic Mngr. at that store that I can come to the store and purchase what I want.
GEE, THANKS A BUNCH!!!!!
I have been in the store 2 times since the incident and do not feel comfortable. If they do not like to back up their 30/30 Satisfaction Guarantee and don't want to do business with a musician that buys $3000-$10,000 dollar guitars well, what does that say about that chain, Guitar Center?? I only want what I pay for and for $3000-$10,000 a guitar what would you expect???
Why offer the Guarantee??
Why should I have been made to feel like I did something wrong ??? I have since been told that returns hurt the stores numbers, (Sales to returns ratio) I am now suppose to interpret what that means and am I suppose to be concerned about thneir numbers. It reflects lack of meeting my needs by the store nothing I have done. If I return an Instrument should the store not understand I only want what I pay for??????
Is this really a customer satisfaction guarantee or just a smoke screen to instill an unjust feeling of security of the 30/30 guarantee???
How can I feel good about spending hard earned money at Guitar Center when I am made to feel punished for using the return policy they brag of offering 100% satisfaction as long as it looks good for them??? Is Guitar Center concerned about their numbers or my satisfaction?? I now DO NOT feel my satisfaction is important to Guitar Center, and DO NOT feel as if my business is wanted by GUITAR CENTER. It seems that because of my use of their guarantee does not reflect well on their retail bottom line I am not an optimal customer!!! Acoustic Mngr. apologized to me but the damage is really done, (made to feel as if I did something wrong by wanting a quality instrument for my money), wouldn't you feel that way?? Thanks For Listening.
Maryland/Washington suburbs, Maryland