A Guitar And Gear Support Forum

Last week I bought a guitar from GC Used (no surprise, I know) that turned out to not nearly match its description, so I returned it today, and was surprised by their change to the return process. If I recall correctly, I've always had my GC refund transactions at least start processing shortly after returning an item. But today I see they've really changed that, to where it might take a week to refund your money?

I'm not in need of that cash, but it just seems scammy that they started delaying the refund after having already returned the gear, especially 3-5 business days. That strikes me like "we like your money, so we're going to hold onto it for a week".

When did that start?

Probably since they are making interest holding your money. A few million at a measley 4% adds up. Or they were having problems with scammers.

So this is an interesting new wrinkle in Guitar Center's Bain culture of dishonesty. When I returned the guitar and insisted the refund include shipping, GC put 2 transactions on my card: one for the guitar, and the other for shipping. After waiting a week for those transactions to clear, the first one did, but the shipping refund disappeared, never happened. Pretty sure when I speak to the manager, that will be "computer error" or "never seen that happen before". Nope, I think they do this on purpose because at worst, they'll have to actually process it again and pay out the refund.

Edit: I got a call back from the store manager and after a long dance of excuses they'd throw at a first time customer, she landed on:
"Huh, I've never seen this before, I'll talk to the regional manager and get it worked out, then call you back in a day or so."

It could also be an additional sign that GC is becoming more insolvent. Slowing down the outflow of cash, because your inflow of cash is already spent before you have it.

This is even getting worse. My local GC can't answer why I don't yet have my refund. I called GC in Westlake Village, and they're looking further into it but say both the refund transactions completed (not so). I called my credit card company who says the 2nd transaction is still in "pending" status (8 days later), and that it isn't a refund, it's a charge. If this is GC incompetence, it's funny how their incompetence is always in their favor.

Finally closure after spending all week calling and messaging and emailing every support channel (local, regional, corporate). Last night I had an email from one of the Westlake Village support folks saying he forwarded the issue to a team who identified the problem and fixed it. This morning I saw the remaining refund posted to my card, and for the correct amount. So it did end right, just took jumping through way too many hoops.

BatUtilityBelt wrote: ↑Sat Aug 17, 2024 9:02 am Finally closure after spending all week calling and messaging and emailing every support channel (local, regional, corporate). Last night I had an email from one of the Westlake Village support folks saying he forwarded the issue to a team who identified the problem and fixed it. This morning I saw the remaining refund posted to my card, and for the correct amount. So it did end right, just took jumping through way too many hoops.

After going through so much work maybe it would have been better to contact the cc Co. Many times they have no problem yanking back the money. And I think that makes a bigger mess for the selling Co. So mabe they stop doing that

@BatUtilityBelt If you've ever seen them use their computer system, it looks like something from the late 80s. It wouldn't surprise me at all that they never invested in a better system to manage inventory, process refunds, etc.

golem wrote: ↑Thu Aug 22, 2024 10:06 pm @BatUtilityBelt If you've ever seen them use their computer system, it looks like something from the late 80s. It wouldn't surprise me at all that they never invested in a better system to manage inventory, process refunds, etc.

That wouldn't surprise me either. I've had more than a few GC staff telling me it's horrible, 2 in the above documented case. All I can do is commiserate.