As a long term customer of guitar center, I decided to do some shopping for Christmas. I stumbled across casio keyboard sticker priced at $239. Decided to buy it from Darrell (whom goes by Jay at the store) Because there was none left in stock, he sold me the keyboard at an additional 10% off. I also purchased other items which would lead to a sell OVER $800.
When I got home I reviewed the receipt. I noticed I was charged $279 for the keyboard which was different than the sticker price and showed NO INDICATION of 10% off, not to mention they didnt even send me with the manual to the keyboard. I called them up soon as I got home to inquire about it as well as a few other things. I was told by "Jay" to come in the next day at noon to see the cashier Josh who rang it up. I did as such only to find neither Jay or Josh was there.
Somone went to get the manager Aaron Lehman. He came out as "charming" as a salesperson could be and told me he had called the employee "Jay" and Jay told him the keyboard was $299 and that the $279 was the 10%. Now anyone in retail knows that just about every cash register has a discount button and anyone that can do simple math would know that 10% of $299 is not $279. Not to mention when I asked them to go "pull the sticker" it had mysteriously disappeared into the trash since it was the display (guess they had no plan on reordering that keyboard anyway or even check at another store) Regardless Aaron told me he would "meet me in the middle' (which the middle was his choice) and give me $32 back on the $279.
Now after spending over $800 cash, wouldnt you know I couldnt even get $32 back in cash. They gave me a check. While all this "time" was passing "over an hour" to get $32 in a check, I had plenty time to shop the store. I noticed a sign on a "great deal" for a guitar pack for $249.. Well it depended on what side of the sign you stood, I happenend to be standing on the one as you first enter the door, but on the backside of the sign (after you would grab it and go to the counter) said $279. I brought this to a young salesman John and told him. This is why your store has the problems they do in people asking for money back. Now John not being the salesperson from the night before, nor ever making a sale to me has the audicity to tell me in a sarcastic way. "Well you got a good deal." I went home and stewed about the matter and decided I would call the corporate center.
I called the guitar center first to get the number. Naturally the young man who answered the phone when I asked for the corporate number anonymously asked me "is it something bad?" Of course I asked him does it have to be to call corporate. He put me on hold and shortly the manager Aaron came to the phone. He knew exactly who I was and basically answered, "is this the lady who bought the keyboard that came in this morning." Aaron REFUSED to give me the corporate number and susbitute the idea of "you have had a bad experience" lets turn your OW into a WOW" pitch.
The second question I asked Aaron after corporate which I couldnt get was do you have a discount key on your register which I never got an answer for that either. Not to mention once I got the keyboard set up the adapter they sold me separate from the keyboard a whole essentials pak ($29.99) the adapter wouldnt even work in the keyboard. Aaron then tells me to meet him the next day (remind you 3 trips now) and he was going to give me a "great deal" for all my hassel. He was going to give me an upgraded keyboard for what I had already invested in their uselss scrap of metal, and this keyboard cost $499
Now do the math... I spent $279 for a keyboard that should of been $239 with a 10% discount, $29.99 for a chord that in most cases automatically comes with a keyboard, and a $39.99 warranty for something I had to return within 24 hours as a total cost of $348.98, not to mention sales tax would put it closer to $365 (total investment) It sounded fair for my time and hassel but it also sounded suspicious as I figured that my warranty would cover the matter and he didnt even offer to fix the keyboard I bought.
Now being that my experience had already been the runarounds with a know it all salesman who told me I got a good deal who didnt sell me the keyboard, I decided to investigate Guitar Center through the Better Business Bureau. The report revealed that Guitar Center was not a member but ironically had already been reported as unsatisfactory for refund problems and empty promises. And not to mention, The Better Business Bureau had requested basic information about the store and the store had failed to report it. Naturally I took the report with me to the store. I wasnt going to say anything so long as the employees acted professinally and with dignity and fix the matter.
The store opened at 11. I was there at 10:54. When the door was open. I stepped in only to have papers waiving around By Aaoron telling me "Im already to go" and theres the keyboard (in a box) and Im all set up, without even the opportunity to review the differences (persay upgrade) the price and not even to be treated with human dignity to offer an opportunity to answer any questions. That was my final straw.
I went to the car, took the $800 worth of merchandise I bought and told them they can issue me a check for the full amount. While he was in the back I went through the keyboard area, I searched for that keyboard. Not a single display out, nothing to compare it too, and nothing to suggest I was being "done right" I handed him the better business report. Told him to take my name off the mailing list, not to mention I told him I didnt appreciate the fact that he didnt give me the corporate number and thought he could "scmooze" me over. Would you believe Aaron Lehman had the audacity to lie and tell me he gave me the number. Now that makes alot of sense, dont it? If I had the number, I wouldnt been coerced into going down there for a 3rd time to listen to his games and gimmicks.
He finally decided he would write the number down on my return and tell me to contact a certain person "Ryan Carr". As I simply refuse to participate in corporate politics. (only more runarounds) I have decided to personally write the CEO Marty Albertson and let him know by not properly refunding me $63 total they lost $800 in sales, a long time customer and Im passing the matter to other victims.
OH BY THE WAY... That great upgraded keyboarded that Aaron lehman was willing to exchange for the investment I already made of $365, I ordered the same exact keyboard on the internet WITH AN ADAPTER AND WITH SHIPPING FOR ONLY $258. I took that paper in as well and handed to Mr. Lehman and let him know I would never do business with a two bit liar!
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