Guitar Center — Local services in Fountain Valley

First, I would like to say that I rarely write reviews, but I just would like to share my experience with the Guitar Center in Fountain Valley. I had never shopped or been into a Guitar Center Store until last Saturday when I decided to upgrade my Yamaha keyboard on a recommendation from one of my high profile clients as normally I shop exclusively online.

I was amazed at how knowledgeable, helpful, patient, and kind everyone is at this store. It was super busy yet the associates were extremely helpful. Rob helped me to select a keyboard after I explained what I was looking to achieve on my piano playing journey. He went to the back and got me the keyboard, processed the credit application, and carried it to the car too! It was absolutely a great experience! The only thing that I was surprised at was that the application for Credit is still on paper instead of being electronically done. I feel that should be updated.

When I got home I realized there had been a a mix-up. I requested to purchase a new keyboard, and in the box was a used keyboard so I called to talk to Rob and he fixed it immediately. He apologized for the error and was still great through the whole experience. I was nervous about calling because I didn’t want to seem like I was being difficult but he reassured me that everything was OK that really meant a lot. I appreciated it so much.

He explained the box looked brand new compared to the other boxes and Guitar Center took away the system that tracks the used or open box keyboard returns so everything is in the back together. (That’s something that should be changed Guitar Center that seems counterproductive for your associates and customers, especially ones like myself that want to buy a new instrument. 😊)

Rob explained that my new keyboard would arrive on Tuesday He did expedited shipping which I appreciated so much and then he shared that I had 45 days to return the original keyboard so I said that’s great. I will see you next Saturday when it’s not raining.

My new keyboard arrived exactly as Rob said but I realized when I opened the box that it didn’t have Bluetooth and I really wanted that and on the new piano the left speaker was a little bit off in sound. I remembered what Rob said he told me not to worry that I could return the keyboard with no issue. I called a my friend that had a truck to load up the two keyboards and I planned to get a different model that had the bluetooth, great sound, but that still wasn’t too heavy in weight and had the heaviness of the keys that I enjoyed playing with.

I arrived at the store only to realize my new friend Rob wasn’t there. He works later in the day so then I became a little bit nervous 😬 thinking things were going to be difficult to return and resolve without Rob.

Well, guess what I was wrong because Miguel was just as helpful and kind as Rob. He was amazing, patient, honest, and did everything he could in his power to get me the keyboard that I was interested in. He returned both of the keyboards with no issue, and Miguel told me the new keyboard that I wanted he and Rob would work together to locate one, let me know when it was in, and then they would ship it to my house. Miguel even took the time to show me other keyboards just in case I was interested.

Again, I was so grateful for another wonderful experience. Of course I would’ve preferred to have the keyboard that I wanted. I’m still unsure why a Guitar Center wouldn’t have it in stock when I could’ve ordered the same piano online at a different online store and had delivered on Monday…,but despite that, I still had a great experience so far even though I don’t have my keyboard yet. But I know with these two working hard I will have it in no time! Thanks again guys for all that you did for me. I really appreciate it and it really took away the nervousness that I felt about going into a music store and not having a lot of experience shopping there. I look forward to having my new...

I came in to buy an RCA to 1/4" Adapter for a piano I purchased. I asked one of the employees and he managed to help me find it in audio. The GC at the OC block didn't have it.

The bathrooms were out of order, so I had to leave and go to a nearby gas station and on my way out I saw that this location had the NEW Tim Henson Electric Guitar Strings.

I had bought some Turbo Slinky's 2 weeks ago that are of the same Gauge over at the City of Industry GC but what I really wanted was the Tim Henson signatures that were unveiled during the NAMM show this year. Nothing special, just to support the artist and see what the hype was about.

On my way back, I remembered that I still had the set that I purchased 2 weeks ago and figured I could just return those, since I wasn't entirely satisfied with the purchase, and pay the difference for the Tim Henson ones.

Upon letting the cashier, Ryan D.H. know, he went on to tell me that this would not be possible. He went on to say that some stores were "More than generous" with their return policy and strings happen to be some of the items they aren't allowed to return. That was a very, condescending way to say but it was cool.

I didn't mind, since it was just 10$ out the door, but on the receipt he gave me for the Tim Henson strings, strings arent listed as NON-REFUNDABLE. The purchase was also within the criteria of 45-Days, Unopened, Unused, Brand New Condition, and per their website, there's no mention of no returns on strings what so ever.

I understand there's certain protocols we try to avoid, and there's some gray areas where we, as Employees, try to use our best judgement. I would have been happy with a "I'll see what I can do" and then an "I can't" rather than a blatant "We are more than generous at times to return this non returnable item" statement.

I appreciate this location for having an item others dont have, in stock, and for the customer service that's always provided when we are there. This review is NOT to deter anyone from buying here, just to show that certain policies are not being followed as advertised. That could certainly use some training, work, and advisement.

Thank You!

I appreciate...

This store is great! We went there to find drumsticks as my son is taking percussion. I didn’t know there was more than one kind of stick. We didn’t know where to look for this specific kind or how the numbering system for them worked. Someone came and showed us where they all were, then stayed and helped us find the ones we needed. Another gentlemen helped us decide which pack of guitar strings to get my son as we are both clueless and he is wanting to learn to play his guitar. (Which he’s had for a few years, hence new strings). He also went to the back to find the Ukulele I wanted and threw in free extended warranty. He also explained that if anything happens with my warranty they have it all stored in their system, I don’t even need to stress about the receipt. Wow good to know!

So there are a few different types of customers and different types of employees. Customers - knowing what they want or don’t , we are ones that didn’t know what we needed Employees - some just point in general direction of what you’re looking for and some walk with you and help you find what you need and some even offer more useful info. I’m this kind, or try to be ,and definitely appreciate it when people treat me that way too. The Golden Rule lives on! Ie - when we asked about guitar strings he helped us then let me know if we needed help we can always bring it in and they’ll do it for I think $20, strings included. That boosts my confidence and that helps bring a customer back into the store. Win win. Anyway if you made it this far, thanks. Liked this place, multiple friendly staff...