“Very poor technical knowledge and no quality control
I purchased a £1899 guitar.
When the guitar arrived several of the plastic tuning pegs were cracked and turning freely. I contacted Guitar Guitar, initially they did not know what tuners were fitted to the guitar. When I explained what tuners were fitted to the guitar they offered to pay for replacements if I purchased them, as they did not have any in stock. When they found out the price they then decided the guitar had to be returned to them.
I found cheaper replacements which were only 16 euros they refused to pay for these and want me to return the guitar so they could repair it.
Given the technical knowledge shown and the fact the guitar had been dispatched in that condition I decided to keep the guitar and replace the tuning pegs at my expense as I do not trust their technicians to do a proper repair as I suspect they would just glue the pegs on.
What sort of quality control do they have which allows a high end guitar out of the door with several damaged turners.
I would not reccomend Guitar Guitar to anyone.”
“I went to their Epsom shop, and received the best service I have had anywhere - and also got an amazing deal and walked away very satisfied. I won't shop anywhere else in future. All the staff were helpful and knowledable, but Aidan really stands out as a superstar. I hope the management appreciate the absolute gem they employ here.”
“The worst online shopping experience I have ever had.
My wife brought me a new guitar for Christmas, a Shecter Banshee Extreme with the floyd rose. It was an ex demo model and so slightly cheaper, a bargain. The guitar was delivered very quickly and I was really happy with the guitar, visually it was stunning and it was just what I was looking for in terms of specs. I played the guitar to check it was OK before it was put away for christmas. It had an issue with the 3rd fret on the high E string, it just choked out. I got in contact with guitarguitar who had mentioned the possibility of getting it repaired or having it sent back to them for repairs. It was mentioned in an email that I had been copied into that as it was an ex demo guitar there was not a lot of profit left in the guitar. I went and got quotes for the repair from a couple companies, one who assured me it could be repaired in time for christmas. Guitarguitar arranged for a collection but said that it would not be back in time but between christmas and new year. I emailed and called on christmas eve when I spotted a preowned version of the same guitar on their website and it was a hundred pound cheaper. Knowing this was an even better bargain I made sure to get through to speak to somebody to make the arrangements. I did speak to somebody in sales who agreed it was a good option and they told me to email to make arrangements, I told them I had and I was told to expect an email back. I waited and was told that the preowned guitar was not available, first it was because they said it was my one ? and then because they had already sold it. I told that it would need to go back to the supplier and supplier would re open on the 5th of Jan, I waited. I emailed on the 5th of Jan got a response on the 6th telling me that they were planning to send it off but we discussed the possibility of reordering the guitar, a brand new one same price and in the colour I wanted. At this point its nearly been a month and I have waited so far so what's a little bit longer and I'll get it in the colour I wanted. I emailed them over a week later to find out the status, no email back. The next day I am told that they can't re order my guitar, like it or lump it, choose another guitar or take your money back. A whole month of chasing these people around and I am no better off. I have to wait 2 weeks for my money back. They only kept me informed when I contacted them, I have asked to speak to a manager over 10 times and they just keep repeating the same thing. They act like Vicky Pollard in little britain, Computer says no..... If your looking to buy a guitar, think twice about guitar guitar. Unless you like playing silly games of course, whatever floats your boat. They wanted me to cancel from the start, they didn't want to incur any costs to rectify their mistakes. They dug their heels in and had me wait for a month for no reason. They made promises and did not deliver. If you order from this place, just pray your guitar is ok. Guitarguitar is a managerless company and that is why they are all incompetent. They come away victorious, they got me to cancel, they got credited back for the guitar and can now order a new guitar which they can sell at a new price. The customer service is shockingly bad, they will tell you anything to get you off the phone, if you can even get them on the phone. They ruined my christmas, wasted my time and I am back to square one. They led me round in circles for a whole month.”
“Hi there,
My new Fender Stratocaster LH has just arrived. First I want to say that your communication is perfect. And you ship very fast.
The guitar is just the one I wanted to have, Thanks very much.
I surely will do business in future again with your company.
Regards, Tolé Madna (The Netherlands)”
“I've been a regular customer of guitarguitar in Glasgow for several years and have always found the staff very knowledgeable and helpful. On my latest visit to their Glasgow store I was shown a number of very nice acoustic guitars and negotiated a deal to trade in the guitar I had with me against a beautiful new Martin with sinker mahogany back and sides.”
“Have shopped here for most things I own and everything is brilliant. Staff are great and ultra friendly, they know their stuff and can give good advice, provide good service to ensure that you can try and buy what you want 9 times out of 10 (so long as you call a bit in advance).”
