By Tj Thomas on September 23, 2026 Verified by Google

I've had mostly good experiences at this Guitar Center. I've bought a couple different guitars here and I've liked them a lot. My most recent experience wasn't good, however. I brought my acoustic guitar in on a Thursday to be restrung and they told me that their guitar tech was out but that they thought they could have it ready by Sunday. One week later, having not heard anything from them, I called the store and asked for an update. They told me that it hadn't been worked on but that it should be ready by the next day, Friday. The following
Wednesday, having, once again, not heard anything from them, I went into the store in person and asked for an update. They told me that the guitar had not been worked on and that their guitar tech was on extended leave. I totally understand how being low on staff can cause delays. I don't blame Guitar Center for that. I am disappointed, however, that I was continuously strung along with false promises as to when my guitar would be ready. I ended up just taking my guitar back and taking it to a different guitar store where they restrung it for me in less than 24 hours, having initially promised me that it would be ready within 48 hours. That's the type of service I'm looking for. It doesn't have to be quick, but give me a promise I can rely on.

By Sean P on August 29, 2026 Verified by Google

Go see Alex! He took time to show me the sound of each speaker I wanted to sample, and once I decided, he proceeded to facilitate the purchase. Never once did he try to sell me anything I didn’t need. The extra options and coverages felt like actual options, and not pressurized “you’re going to need this!” sales pitches. I’ll be returning for any other needs that come up.

By J Sargent on August 25, 2026 Verified by Google

Writing

Customer Service, Reimagined
I admit it: I did not check their hours before visiting the store. Totally my fault.
Apparently, I made the rookie mistake of assuming that a retail establishment might actually be happy to see a customer while it was still open.

I walked into Guitar Center at precisely 6:54 PM. They close at 7:00.

Six whole minutes remained.

Fortunately, Guitar Center has apparently pioneered a revolutionary new retail strategy: prevent customers from shopping during business hours.

An employee had been strategically positioned near the entrance, presumably as part of the store’s newly implemented Customer Deterrence Division. As I walked in, he greeted me with, “Hey, what’s up, man?”

I thought, Great! A friendly employee.

Silly me.

He immediately informed me, while holding up five fingers, “You know we close in five minutes.”

Thank goodness for the visual aid. I was momentarily concerned that the store’s closing time might involve advanced mathematics.

Now, to be fair, I am a grown man. I understand how clocks work. I also possess the extraordinary cognitive ability to count to five without assistance.

But this interaction is a pretty good illustration of what has happened to Guitar Center.

I used to be a fan. I used to be an avid customer for more than 25 years. Guitar Center used to be the place you wanted to go. You could walk in, look at guitars, talk gear, discover something you didn't know you needed, and (wild concept) actually enjoy being there.

Now, increasingly, the experience seems to be:

Customer: “I'd like to buy something.”

Guitar Center: “That's unfortunate.”

It seems some employees have become more interested in avoiding work, avoiding customers, and avoiding the possibility that someone might actually generate revenue than in providing the kind of service that makes people want to come back.

And that is particularly impressive in 2026, when customers can purchase virtually anything online without having to leave their homes, interact with another human being, or endure the terrifying possibility of being reminded that the store closes in five minutes.

You'd think a brick-and-mortar music retailer would understand that exceptional service is the one thing Amazon can't put in a box and ship overnight.

Instead, Guitar Center appears to be experimenting with a bold new business model:

“Why win customers when you can successfully convince them to shop somewhere else?”

I don't know how long that strategy will work.

But if Guitar Center ever wonders why longtime customers stopped coming in, they might want to consider that some of us aren't asking for a red carpet.

We're just asking not to be treated like an inconvenience for walking through the door while the doors are still technically unlocked.

By John Doe (Mentok898) on July 29, 2026 Verified by Google

Went in looking to buy a bass after 4 years of not playing. Staff were helpful even with multiple transactions (maybe a little bit 9f patience on my part). They helped me pick out a mew Bass and amp plus tuner and cord to get back started. Really helpful staff. Even with difficult patrons from what i experienced.

By Jim H on July 25, 2026 Verified by Google

Had the best Customer Service experience in a long time with Layne, who I believe is the store manager! Made my life easier by addressing my new keyboard issue in the most efficient manner possible. I highly recommend this Guitar Center. Thank you!!