geofio Posted March 26, 2015 Share Posted March 26, 2015 Purchased a bass for my Grandson from guitar guitar, it was a squire bass ideal for someone starting to play !!! the bass arrived i plugged it in to check it out and the pickup was faulty. called guitar guitar in Epsom where the bass came from, what a horrible experience the first thing the guy on the phone said if we get the bass back and it is not faulty it will cost you £29 for picking the bass up !!! i thought what an attitude, not even an apology or how can we sort that for you nope , its gonna cost you was the first words, sent the bass back and was proven faulty by their experts ??!! so i thought no problem money back . nope, i paid by paypal as it was convenient at the time, he told me and he had great pleasure in doing so the refund will take 7-10 days and possibly 30 days, i said why ?? you were paid instantly with my cash why is the refund not the same, he said i was at the back of the queue !!! really i said, how many faulty basses do yo have? he didn't reply. i had a fight on my hands to get MY money back, they held on to it for 4 days, then they finally got fed up with me and refunded the money so just be aware if you buy online with guitar guitar and have a problem item they will try and hang onto your dosh for no reason. Quote Link to comment Share on other sites More sharing options...
Pinball Posted March 26, 2015 Share Posted March 26, 2015 I had a new Schecter guitar with faults a few years back from a Scottish Branch and they were most helpful and sorted things out. It sounds like you were dealing with an idiot with no customer training whatsoever. Quote Link to comment Share on other sites More sharing options...
JapanAxe Posted March 26, 2015 Share Posted March 26, 2015 This is the exact opposite of my experience! I had a TC head that went bang (literally) after a week. When I rang GG the first thing the guy asked was whether I was ok. Then he arranged for a next-day pickup of the dead amp from my work, and I had a replacement within a week. Quote Link to comment Share on other sites More sharing options...
White Cloud Posted March 26, 2015 Share Posted March 26, 2015 That is a bummer and a real pity. I'm surprised to read this...I have dealt with them a few times and they have been very, very good. Quote Link to comment Share on other sites More sharing options...
geofio Posted March 26, 2015 Author Share Posted March 26, 2015 I wonder if it makes a difference in the way you are treated in person in the shop ? my experience was via telephone, i have purchased thousands of pounds worth of basses from Guitar Guitar in Glasgow where i am treated very well, i just found this phone experience very annoying and totally unhelpful. it has made wonder about spending any more money with the Glasgow shop. Quote Link to comment Share on other sites More sharing options...
40hz Posted March 26, 2015 Share Posted March 26, 2015 My experience of GuitarGuitar has always been utterly superb. So much so, I try to buy all my stuff (new) from them, knowing if there is a problem, it will not be an issue. I'd be asking to speak to a manager, stuff always gets sorted when you go above! Quote Link to comment Share on other sites More sharing options...
Cameronj279 Posted March 27, 2015 Share Posted March 27, 2015 [quote name='White Cloud' timestamp='1427408407' post='2730167'] That is a bummer and a real pity. I'm surprised to read this...I have dealt with them a few times and they have been very, very good. [/quote] I second this. If you're buying from Guitarx2 again and they don't have what you want in the Glasgow store they can get it delivered to the store for you (they done that for a pedalboard/power supply for me). I've had no issues in store when returning anything (although only done it once). Quote Link to comment Share on other sites More sharing options...
sifi2112 Posted March 27, 2015 Share Posted March 27, 2015 Recently bought a pedal online from guitarguitar with 'free' delivery, didn't like it so sent it back which cost me £5, they refunded but took £6.99 off for delivery charges .. I was not happy as it cost me £12 to try a pedal out. I emailed expressing this but tho apologetic they still deducted their 'free' postage. They do state this in their terms & conditions but who always reads the small print ... I also bought a pedal off GAK & sent it back as I didn't like it .. it cost me to post back to them but I got a full refund .. I didn't read their small print either ... Quote Link to comment Share on other sites More sharing options...
JapanAxe Posted March 27, 2015 Share Posted March 27, 2015 [quote name='geofio' timestamp='1427412574' post='2730242'] I wonder if it makes a difference in the way you are treated in person in the shop ? my experience was via telephone, i have purchased thousands of pounds worth of basses from Guitar Guitar in Glasgow where i am treated very well, i just found this phone experience very annoying and totally unhelpful. it has made wonder about spending any more money with the Glasgow shop. [/quote] Mine was a distance purchase. Quote Link to comment Share on other sites More sharing options...
Cosmo Valdemar Posted March 27, 2015 Share Posted March 27, 2015 This does seem out of character for GG. I would take it higher - maybe contact the manager? Quote Link to comment Share on other sites More sharing options...
Johnm93 Posted March 27, 2015 Share Posted March 27, 2015 Bought bits and pieces from the Epsom shop. All very satisfactory and helpful people. Shame one bod on the 'phone ruins the reputation... Quote Link to comment Share on other sites More sharing options...
Thunderpaws Posted March 27, 2015 Share Posted March 27, 2015 Couldn't have nicer things to say about their Scottish branches at all. They have always been excellent. I am sure the owners would be well peeved if they heard about your experience. Quote Link to comment Share on other sites More sharing options...
ribbetingfrog Posted March 27, 2015 Share Posted March 27, 2015 Bought two guitars off them a while back. One arrived with lacquer cracks on the neck joint. They were really helpful and got a partial refund with no trouble. I'd happily shop there again. Quote Link to comment Share on other sites More sharing options...
molan Posted March 27, 2015 Share Posted March 27, 2015 I know someone who works at GG in Epsom and he's a top guy. Call the manager and explain, without getting overly emotional, what happened. If you've got the name of the guy who served you then that's even better. They should really give you a big apology and sort things out amicably and have a quiet word with the sales assistant. In a perfect world they sort out your problems, the sales guy gets a lesson in customer service and doesn't act like this again and hurt the store's reputation Quote Link to comment Share on other sites More sharing options...
Delberthot Posted March 28, 2015 Share Posted March 28, 2015 When I returned my Midnight Blue Rickenbacker 4003 with the infamous runny paint that turned the binding pale blue to the Glasgow shop, they refunded me straight away. I would've taken another but they didn't have any more in store at the time. Quote Link to comment Share on other sites More sharing options...
jezzaboy Posted March 28, 2015 Share Posted March 28, 2015 I have spent far too much in the Glasgow shop and its always been cool. Apart from the credit card bill Quote Link to comment Share on other sites More sharing options...
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