Guitar Center — Attraction in Middletown Township

Guitar center as a whole needs a new IMS (Inventory Management System). I ordered a product online and had it shipped to the store. Once delivered I picked it up and drove an hour back home. I opened it to find out it was a either a floor model or a return from another customer. The DJ controller was used and it had a note on it saying the audio interface was damaged and DOA. Really! I called customer service to find out they wouldn't have more until September. I returned the unit and a manager trys finding another unit at another location. He places the order and I wait a week before finding out where it is. I never realized I was given a cancelled order receipt. I call customer service. They find my new order and tells me it's at the store. I get to the store to find out it's not there and was cancelled or the order was never placed. Another associate and manager tries to rectify the situation and places a new order from another location with success. I get home. Maybe 3hrs later I get an email that the order was cancelled. I call the associate that helped in the store. He pulls up the order and the note on the cancellation stated that it's a floor model without all the parts and can't sale as new. While I was in the store I overheard an associate tell a customer that their system doesn't distinguish damaged product on hand verse salable product. I've worked in warehousing so not having a blocking system in place to keep damaged product from being sold at a big business like this amazes me. I would have given this a 1 star review but the managers and associates really tried their best to rectify the situation. Good customer service will keep me coming back. Hopefully in the future they will update their system. (Overheard convo) If an item has one in stock they suggest that you call before coming to the store. It could be a floor model or a damaged return... How would a customer know to call first. Please do better. This was my first time conducting...

Called the store for a rare used guitar listed on the GC website that I have been searching for for 20 years and talked with a guy named Theo who I learned is the store operations manager.. When he went to grab the guitar and complete the sale he said that the pickup was loose and he needed to have the tech look at it and he would call me back and we would complete the sale.. I told him I was willing to buy it as is because I work on guitars and it sounded like a non issue.. He insisted that his tech needed to look at it and he would call me in a hour or two... A couple hours pass and I pull up the listing again and it said it was sold.. So of course I get concerned and call back.. Theo said it it pulled the listing and said sold because he entered a repair ticket and that was just how the system works.. I ask again if I can just go ahead and buy it. Again he said not until it's reentered in the system and assured me it wasn't going anywhere. Said it was given to the tech with my name and number on it and as soon as it was fixed, which would probably be the next day, he would call me.. Fast forward a couple days and I still haven't heard anything so I call back. Theo had already left for the day and I spoke with someone named Bill (I think). He checks with the tech and tells me that someone purchased it in store when the tech was finished with it.. So either THEO IS A LIAR or the other folks working there don't respect what he says.. I know it's just a guitar but when it's a specific one you have chased for 2 decades and they never turn up and you get the runaround when you try to buy it its a little frustrating.. But hey it is Guitar Center after all and they are the Walmart of music stores with any warm body they can find...

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So venture forth, where melodies soar, Guitar Center's embrace, forever more. In convenience and music, a union so fine, An ode to harmony, a...