How is guitar center still in business?
I have a policy of never being a dick to customer service people, even if they are jerks or incompetent. I've been in their shoes so I just check myself and try to behave. So I have to vent here. Sorry, this probably won't make sense to anyone outside the USA, but be thankful you don't have this horrid company in your country.
tldr; Guitar Center can't get three separate transactions right and is super sketchy with the truth
Two weeks ago my wife buys be a $100 gift card at Guitar Center. They have a promo. They will give an additional $10 certificate for each $50 certificate bought. I'm not a big guitar center fan but I've got $120 to spend! Woohoo.
Hole burning in pocket I go in stor to Guitar Center to buy something. They have two Novation Launchpad Pro's in stock for $50 off the normal price. Sweet. It's one of the items on my list, so I'll take one. 30 minutes later the sale clerks can't find either one and gives up, telling me, "You're better off just ordering it online." I ask if I can get the same price online and they assure me I can. I go home and try to order it online. I find out 30 minutes later through customer service they don't honor in-store pricing online and it is one of several dozen items exluded from their current discount coupon. Oh well. No biggie. I'll spend the coupon later.
A few days later I go to a second Guitar Center. They have a different item I want in stock. Better yet, the item is actually valid for their Independence Day promotion of 15% off any "qualifying" item off $199 or more. The guy brings it out in a damaged box. GC guy swears he was the one that opened it and it was only to show a customer everything was in the box. I open it up and there are scratches and grime (yes grime) all over the item and no documentation whatsoever. I'm nice but adamant that I want a new item. He sighs loudly and goes to the back. Ten minutes later comes out with another damaged, clearly opened box and says loudly, "This one is definitely new!". As he's ringing me up I open the box and ask why knobs are missing from the item. It is totally used and he's either incompetent or lying.
Today I go to spend the gift cards because I just realized the two $10 cards that came as a bonus on the $100 card my wife bought me expire at midnight tonight! I enter them at checkout and they don't work online. I call customer service and explain that I want to use 3 gift cards but that 2 aren't working. I spend 30 minutes with customer support person trying to figure it out. They finally tell me, "let's create a transaction, put the item you want in the cart and we'll sort it out once we've done that. Don't worry, I'll resolve this one way or another." I figure they will take the gift card that works and apply a discount equal to the two that don't. I give them my credit card and address assuming everything is good. The GC guy puts me on hold (presumably to get a supervisor's approval for the discount) and comes back 10 minutes later telling me the order has processed just fine, I won't have any more trouble with my credit card. I'm totally confused. I ask how much he's charged me and he tells me he's charged me FULL price for the item. I explain that I called about gift cards and was expecting him to resolve that issue before just charging me. He's totally confused (almost like he's stoned) and puts me on hold again. He comes back 10 minutes later and tells me he's canceled my order and there isn't anything he can do about the gift cards, they are expired (even though they clearly state they aren't). I ask for a confirmation # on the refund and he tells me there isn't one, I have to take his word for it.
What is wrong with these people? Between the lost inventory, used items sold as new, gift cards that don't work and pretending you are solving a customer's problem and then charging them full price, I've completely written Guitar Center off. I've also written off the gift cards and won't ever go back to this chain again. In fact, I'll pay a 20% premium to NOT shop at Guitar Center.