I originally ordered a an electric guitar kit from them. Saga Les Paul-style kit, to be specific. I chose them because they were the cheapest.
Upon assembling the guitar, I noticed it was missing the plastic neck nut that's supposed to come with it, and it looks like it's supposed to already be attached there.
I called them, and was immediately told to send them an email, and it will be taken care of. It was a very brief phone call, and that was that. I never received a response, so I called them again, a one or two weeks later. Same deal. I called them a third time, a month later, and I informed them that I had already called before, and emailed them before, and that I still had not received a response. I was told they mailed out the replacement nut on June 1st (2008). They said they would mail out another one. At the time, I was still trusting enough to think it was some sort of mishap.
On top of that, I had a minor issue with the post office not delivering mail to me on a specific day during that month, and so gave OnlineGuitar.com the benefit of the doubt. I told them that if I receive two, that I will send one back. I was still under the impression that they weren't lying through their teeth.
Naturally, I still never received the replacement nut, over the course of a couple months, I have finally given up. I wish I would have read the other two Onlineguitar.com reports on here before I got my hopes up. I wasn't in immediate, dire need of this this little missing part, and it's cheap to buy a superiour Tusq replacement part. I googled and found that Graph Tech TUSQ part # PQ-6225-00 - is a good replacement, and of course, suprerior to the stock-plastic one I would've recieved.
This company is horrible. They are chronic liars. I've never encountered a company that is so quick to lie to their customers. It all started with the first call. The lies are really what gets me. It's the point where the people answering the phone there (it might just be one person, I'm not 100% sure), probably need some serious mental help to address their problem.
Of course, I would have preferred to have been told outright, that they have no intention of replacing this cheap part for me.
Don't deal with this company. You might get lucky and get what you order in one piece, but if anything is wrong with your order, you are screwed.
The money lost is next to none, but it's obvious that they are just as willing to lie when lots of money is on the line too. I'm not the first, and I won't be last.