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  • Memorial weekend we went in to purchase a Martin guitar for my husband's birthday. We had the worst customer service possible. The first issue was that the style we had chosen 2 weeks prior (the staff said to wait for coupons & Memorial Day sales, but couldn't tell us which style would be on sale). So of course, they did not have an unused product in back. The "open box" item was missing pieces & we asked for a manager but apparently he didn't have the time, even though he was standing around talking to other staff. He refused to speak to us directly about a discount for an "open box item" (& Martin guitars are very expensive so to purchase a used one without some type of discount would be worthless). We also had a coupon that they would not allow us to use even after all the terrible customer service. They refused to even discuss a discount & said that we should feel lucky that it had already been broken in for us.This store lost a $2000 sale all because the staff & manager couldn't take the time to even speak with us & offer some type of discount. We couldn't even get a guitar case out of them as who would want to take a Martin guitar out of the store without some type of protection. We asked for a case that was $24. So no discount offered, no guitar case offered & NO customer service offered. Matter of fact, our customer service rep kept walking away to help other people. We, up until that day, had purchased all of our guitars there. Obviously, we did NOT purchase any item from them & as we were walking out the door, the customer representative, with a disrespectful tone, said "have a nice day". We ended up purchasing the exact same Martin guitar online from Sam Ash for a cheaper price & free shipping. Even though it was online we were able to chat with a representative who wa very helpful & extremely friendly. We also qualified for a coupon that took an additional $100 off the price of the guitar. In addition, we received 5 free magazine subscriptions for a year. The guitar came on time, in perfect condition & in a protective box. We couldn't be happier with our choice to walk out of Guitar Center & never will we look back.
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