guitarguitar Omdömen 10 281

Faulty product returned and they are insisting it is not faulty. Sound quality is not as described by the listing page and no firmware updates have been released for a year.

Do yourselves a favor and buy elsewhere any company that refuses a refund for faulty product under 14 days is not worth trusting with your money. I've opened a chargeback with Paypal

Awful customer service and the worst shipping policy I’ve come across. Guitar Guitar have a shipping policy that only caters for those they do not work. It seems, through my recent experience, to disadvantage working people. If you do work - and in the very likely situation that you are at work when they try to deliver your package - you can rest assured that Guitar Guitar have instructed DPD to NOT leave your package in a safe place or NOT leave with a neighbour. In fact there are zero other options other than try again the next day for exactly to same result. The only option DPD offer is to pay them extra to have the package delivered when you choose. So I have to pay again to actually receive my package!! Guitar Guitars customer service - or lack of - could not/would not/couldn’t be bothered to find out - if there was any other option and jumped at the opportunity to just give me a refund. I’m now out of pocket with nothing to show for it and most likely a long wait for my refund.

I called a few times to enquire about a particular guitar, the employee was very helpful and polite and did not push for a sale. A few days later i called again to ask a few more questions, again I got amazing customer service. I then went online and made the purchase, I'd called to check it had went through ok, and again had amazing customer service, they even upgraded me for next day delivery at no extra charge. Can't fault this companies customer service and the guitar arrived in perfect condition. Thanks again to Kayleigh and Calvin who I spoke with at customer service and who made the whole process stres free.

Ordered a digital piano and had a very frustrating experience.

It was advertised as next-day delivery, so I cleared my schedule and stayed home waiting. My order status showed “dispatched” and I also received a system email confirming this — but the piano never arrived.

The next day, I had to contact customer service myself, only to find out the order hadn’t actually been dispatched. They were waiting for me to confirm that I was okay with a kerbside delivery on a pallet. Apparently, they had sent an email about this, but it went to my spam — while the dispatch confirmation email came through normally.

This was never clearly explained at the point of purchase. Delivering a heavy piano on a pallet to the street, and expecting the customer to deal with moving it themselves, is not a small detail.

I live alone and simply cannot move a piano off a pallet and into my flat by myself. I explained that I have a lift in my building and asked if any alternative arrangement could be made, but was told it’s company policy and no solution could be offered.

So in the end, I had to cancel and request a refund.

Very misleading to advertise “next-day delivery” without clearly explaining the delivery conditions, and to mark an order as “dispatched” when it hasn’t actually been sent. The lack of flexibility or willingness to help was disappointing.

Once again an absolutely brilliant experience and great deal from GuitarGuitar on a beautiful US made telecaster.
With thanks to Connor and Sam in the online team, plus Jack in the Newcastle upon Tyne store.
As for the guitar, absolutely breathtaking to look at and play. The other guys in the band/jam group are very jealous lol!
These guys really look after their customers and as a very keen amateur musician who im very happy to do my bit to support music businesses in this difficult economic climate. Playing guitar, bass and piano is so rewarding and helps take the stress out of my day job, and its essential that we support the music retail sector.
Thanks guys.

I recently bought a Gibson ES Supreme. The guitar is amazing but the scratch plate is quite scratched and the guitar was quite dusty. When spending £3400 on a guitar I hoped it would have been cleaned and the scratch plate to not be scratched to pieces. Overall a good experience but slightly disappointed that it was probably a demo guitar and no one advertised it or notified me it would be.

Martin's help with my online enquiry to source strap stops for my guitar has been just brilliant, super helpful, speedy responses, super kind. I've just received my order :) Thank you Martin :)

Purchased a Yamaha FSX315CTBS Sunburst after exchanging a previous guitar which I wasn't getting along with. What a fantastic service guitarguitar provided. Kayleigh in the sales depart and Olly in the shop were absolutely amazing. I was a little bit embarrassed about doing an exchange but they were very understanding and helped me through the whole process and with picking a guitar which suits my needs. I tried that many guitars I was lost in the end but with the help of Olly, he played a few for me and helped me decide. The Yamaha FSX315C was the best sounding one for me and the way Olly played it in the shop, its was just beautiful. Again, I can’t thank them both enough for the help and guidance they provided.

Forgive me, as I am bad with names, but I think I've got them correct.

Stuart helped me trade in my existing guitar and purchase a new guitar (Gibson Les Paul Studio Session in Iguana Burst), which I collected from the Camden store. He was quick to respond to my emails and very helpful and polite. An easy mistake was made at the warehouse with the guitar serial number and both the Camden store and Stuart helped fix the issue immediately.

Ewan at the Camden store was a gentleman and shook my hand after completing the purchase. He was very polite and nice to talk to.

All staff were helpful, someone saw me holding a guitar and fetched a stand without me having to ask.

Very impressed with the level of customer service and quality of instruments.

Feels like a great place. Makes me want to go back.

The advice from the sales team, both on the initial sale and resolution of the fault on the case, was always friendly, respectful, positive and helpful. With a nice touch of humour.
Delivery of the guitar and the gig bag was very quick.
Thanks

Stuart was excellent. Secured two Murphy Labs (two separate purchases). GuitarGuitar offers a great service and a good trade-in facility which many may not know about. Together with the option of finance, it makes buying your new guitar effortless. Many shops sell guitars, but I often find their service/knowledge is lacking but that's the complete opposite with GuitarGuitar.

Great customer service. Contacted to arrange an exchange and had really quick response. Nothing has been a problem and great communication

I am very impressed by the GuitarGuitar after care service - I can't be more complimentary. I had a technical issue with equipment bought via the website and it was dealt with swiftly and expertly. This was not an isolated case last time delivery was let down by the contracted courier but GG were able to help clarify where the issue was and kept me up to date. Great service

I recently sold an instrument to the team at guitarguitar and I couldn't be more impressed with the service. From start to finish, the entire process was incredibly smooth, transparent, and professional.
The communication was excellent throughout; they kept me updated at every stage, which made the transaction feel very secure and hassle-free. It’s clear the staff are fellow players who understand the value of gear and provide a fair, straightforward experience. I’ll definitely be coming back the next time I need to sell or trade, and I’ll be recommending them to any other musicians looking for a reliable place to move their gear. Thanks again for a great experience!

Unfortunately I’ve had a nightmare with Guitar Guitar, they’ve sent me a dodgy guitar that hasn’t been setup properly and it’s virtually impossible to get it back to them. Avoid and use a more professional provider like Andertons Music (this is a legit review btw I am not just trying to promote someone else).

Another great experience at Epsom brunch yesterday . Traded -in my old Gretsch G2622 for a new G2420T . Aaron was at hand to help with valuation / exchange etc.
Very professional /unhurried approach by Aaron who helped with everything.

I just wanted to say thanks for amazing service.
Last week I bought a Line 6 Helix LT and did the 12 month deferred payment thing.
Gotta say your service was amazing. Called to confirm everything was OK. Guy on the phone was super helpful.
Ordered Saturday came Monday...epic
Also it's probably one of the best pieces of kit I have ever bought (with the exception of my Gibson Les Paul).
Thank you again.

Having used them a lot over the last few years - from pedals to guitars, I have never really had a negative experience with them. Fantastic range of lefties which I really appreciate and feel obliged to keep sending my business to them for keeping such a range available. Always happy to help and genuinely helpful when you do actually need to talk with anyone.

I have always had great service from Guitar guitar over the years which is why I always try to purchase from them when possible. This time round I was buying a new Bass guitar and Amp with my son. On the first visit to the store Tom in the Bass dept. could not have been more helpful. We tried loads of different guitars and amps, took ages to decide, yet he was constantly friendly and helpful throughout. Upon getting the guitar home, there was a problem with it which truthfully other stores would have probably argued was just the nature of the guitar (Which I would not agree with), however Tom was incredibly professional, friendly and did everything required to help resolve the problem. A couple of weeks later, I now have all issues resolved and a perfectly working Bass guitar. I was also able to return the amp I originally purchased and swap it for another when I went back to store (Having tried it at home for a week or so) as I want quite 100% happy with it. In short, Tom demonstrated perfect customer service skills and was an absolute credit to Guitar Guitar. It is because of experiences like this I will always return to Guitar guitar as my first choice.

Sold a guitar to these guys through their website, very helpful every step of the way, providing packing materials, postage and advice on sending safely. Very quick to check the guitar on their end and sort payment. On the whole very positive experience.