Excellent service from Luke
Excellent service from Luke. Had an issue with snare off an Alesis Surge Electronic drum kit. Replacement was issued and received within a week even after other problems surfaced. Many thanks.
guitarguitar Reviews
8,993 • Excellent
4.6
Extraordinary service!
I've ordered a spark smart amp and a presonus digital interface from these guys. Their service is extraordinary. The Amp arrived within 20 hrs and the interface just over a business day and over the weekend as well.
I just wanted to show my appreciation for their superlative service.
Rubbish aftercare, received un playable guitar
They care about sales but not about after sales. They sent me out a guitar that is mostly unplayable and I have only been able to speak to one person in aftersales, by email, who suggested the problem would miraculously resolve itself. I contacted the company right away, the guitar was sent to me next day, I received it Tuesday, contacted them straight away and have been trying to get the problem resolved before Christmas. I have spoken to the guys in sales who have promised to make the issue a priority but still, nothing has happened. One internal email that was sent even suggested that there wasn't enough profit left in the guitar. So basically, they aren't doing anything because then they may be left out of pocket and somehow that's my fault. If there wasn't much margin left in the guitar, better care should have been taken in checking it before it left them. I was able to diagnose the problem in a minute, certain frets don't play at all. 2020 has been a rubbish year and these guys are only trying to make it worse. Be careful about buying guitars from these guys. They will jump through hoops to make a sale but wont lift a finger to help, (the aftersales lot anyway) the sales rep I have spoken to has been trying to help at least.
Whenever I call the support line I am always put through to someone in sales and told that support are unreachable. Today I was told they were not in, then they are in but I cant speak to them on the phone and yesterday exactly the same thing happened. What should have been a pleasant experience has turned into a nightmare. The guitar was sent out in a flash, sales respond in a flash, but as soon as the guitar is out of their hands and they have their money, they stop caring.
Great customer service and expert staff
Ordered online, the guitar came really quickly, which was great. We noticed a slight blemish on it and customer services did an amazing job helping us get it fixed. Charlie at the Camden store sorted everything for us and gave us some tips on how to keep the guitar in perfect condition. I'd wholeheartedly recommend guitarguitar for online or in store shopping and I'm really glad we bought from them rather than a non-specialist store.
Guitar Guitar 5 star service
I ordered a preowned Esp online, I couldn't be happier with the guitar , all pictures on guitar guitar's website acurately illustrated any floors in the guitar.
The communication via email was spot on and the guitar arrived on time and well packaged .
I live 30 miles from the store so can't always get over there , but I will make the trip just to shop at the store ,the staff are always helpful but not over bearing allowing you plenty of time to browse for your next beloved axe .
Item not in stock, but payment taken and not informed until delivery day
Payment taken for an item on their website, delivery slot booked. Informed on delivery day that item out of stock and no idea when re-stocking. Not acceptable from large company.
Happy customer, I'll be back.
For a while I've been considering I'm going to die and that I'd be mighty p'd off if I find myself on my death bed not knowing what a Soldano SLO sounds like up close and personal. With the 'v2' SLOs on the scene I resolved to make it happen and having had some good comms with GG in the past, contacted them to see what's what on the SLO availability front. Bit of chat back and forth, prompt checks with distributors etc. and here I am a wee while later, sat in front of my new SLO-100. (it's a phenomenal thing, though don't think we can credit GG with that!)
I'd much MUCH rather shop in person - I love guitar shops and the whole trying stuff out thing. But this year is what it is and I live in Cornwall so a trip to a 'big' shop generally involves a long ol' yomp up country. Dealing with GG was as good as you'd wish buying stuff online to be. Good comms, prompt shipping and a happy customer with a great new piece of gear. Tidy.
Present for a lockdown 21st birthday
We ordered a lockdown 21st birthday present, on a Sunday morning & got the perfectly packaged delivery 24 hrs later! Fantastic live chat help from Kieron & great over the phone advice from the Camden store. Wow! Not had such professional, clear & supportive advice in a long time. We bought the beginners pack - EastCoast Electric Guitar pack. It’s perfect, a great piece of kit & the amp is very good too. All the necessary kit is included & the price point was brilliant. We have a store nearby if there’s any issues too. Thank you so much for making my lad very, very happy! Merry Christmas & a Happy New Year 🥳
Made an order but had to send it back…
Made an order but had to send it back as it was not what I wanted.
Took a while and I spoke to so many customer service people but finally assured that the finance agreement will be cancelled when the item out of quarantine and checked.
I might add that some customer service people are better than others. I am dyslexic so I find it very confusing.
Guitar Guitar - best by far
Excellent deal on guitar, gig bag and delivery. Purchased very late Thursday night and delivered by lunchtime Saturday. Would not hesitate to buy again from these guys
Great shop in Newcastle
Great shop in Newcastle . Used click and collect for a travel case . Really quick and easy. Staff knowledgeable and friendly .
Excellent service.
I bought a pair of Sennheiser HD25 headphones which are now regarded as the industry standard. Guitarguitar price was so good that I bought new rather than second hand and they were delivered the next day.
Online chat was ace
Online chat was ace, managed to get amp price matched and they threw in a free guitar cable. Would use again,
Superb service
Superb service. Ordered a new guitar on Saturday and it arrived on Monday morning! Particularly impressive at the present time when many online retailers are struggling to fulfil orders. Would highly recommend.
Guitar Guitar returns, dreadful
Bought a Baby Taylor BT1 on the Sunday on the Black Friday weekend.
It arrived the very next day, Monday. Great success!!!
On inspecting the guitar, there were two large ugly blemishes on the front. Having highlighted this to GuitarGuitar, along with pictures, they advised me these incredibly ugly marks were part of the grain of the guitar.
I got in contact with Taylor for a second opinion and attached the same pictures, they advised they would pay for the shipping to assess it as it doesn't look right. When I advised GuitarGuitar that Taylor were going to ship it to Amsterdam to assess it they advised me, if I did, i wouldn't be entitled to a refund. They then changed their tone to that they would pay to have it shipped back to them and assessed, if their management identified the marks as a flaw they refund me the shipping, if not I would have to pay the £30 for the shipping.
Turned out I had to pay £30 for the return of a clearly flawed, blemished guitar.
I would not advise using this company for anything, their sales/customer service both on the phone and email are extremely substandard.
Ordered a guitar next day
Ordered a guitar next day, it arrived with a slight fault at no fault of GuitarGuitar or my self (chapman Ml3) refunded me with no issues and where very supportive. Ordered another guitar it arrived next day and was amazing. Brilliant customer service and very helpful!
Excellent Service - Best Music Store by far.
What great service. I ordered the Marshall DSL40CR which was out of stock. GuitarGuitar ordered it for me and it arrived in 2 weeks. That's what I call excellent service (much better than another company that I previously ordered the same amp from (Ande*****) and they didn't deliver even after 6 months, so I got my money back and gave it to GuitarGuitar instead.) Excellent communication throughout the ordering/delivery process. I will be using GuitarGuitar for all my music related equipment needs in future....I buy a lot of gear !
Perfect advice and service
Buying a guitar during lockdown could have been quite challenging, but thank's to an excellent service and good advices by chat, with a real musician, I finally did it. The guitar I have bought is a pre-owned "Furch OM"whick look like brand new. I warmly recommend this site and store. Thank you!
I have now bought two guitars from the…
I have now bought two guitars from the Birmingham store. They couldn't have been more helpful and accommodating, giving me as much time as I wanted to try various instruments until I found the ones that suited me. The staff were there with information if I wanted it, and left me alone when I just wanted to play. Excellent service; I will definitely buy from them again when I can convince my partner just how essential another guitar is.
Went to Birmingham store what a…
Went to Birmingham store what a fabulous experience my hubby & I had staff werevery friendly and knowledgable especially Mikey he made our visit a memorable experience He was never pushy helped and advised what we needed and has a fab sense of humour. He is a credit to the company I will certainly look forward ti vistt this store again and recommend this store 100%