Just a warning for folks considering purchasing from GuitarGuitar at the moment.
I bought a Soldano SLO-30 online a couple of weeks ago which unfortunately wasn't my thing. It took a couple of days for them to respond to my return request via email as per their process, which was fine, and I shipped it back to them immediately. There's no option to return items to a store at the moment, but as there isn't one local to me that's why I bought online in the first place.
The amp has now been back with them for 8 days, it got to them last Thursday morning. I emailed them to ask for my refund as soon as I'd tracked it arriving with them, and got an email the following day saying it would be checked and the refund processed probably over the weekend. OK so far.
It's now a week later and I've had no response to a couple of emails I've sent to Support since. I've spoken to GuitarGuitar via Live Chat but they can't contact Support to chase it apparently, they can only do sales. No phone numbers are currently active for Support, only the email inbox, so I can't actually talk to anyone. Calling the general number just gives you two options - speak to sales and if you need Support drop them an email. Support is currently two people monitoring the inbox it seems and I suspect coronavirus/furlough/working practices are all contibuting to the shambles.
I asked on Live Chat about their complains procedure, which is ........ email Support. You couldn't make it up.
So I've been £2199 out of pocket for 8 days now with no amp and I'm getting no response to my emails. Not a nice place to be with such a sum of money. I'm going to ring up and speak to an actual person on the phone today on the sales line and see if they have any way they can get Support to contact me or me them.
Something to bear in mind if you're considering a purchase from them at the moment, especially if you're spending a substantial sum...
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Not sure why you think I'm being harsh?
Because it says "please allow up to 14 working days". Yes, it''s annoying, and yes it's usually within 5-7, but these are hardly usual times. If it goes beyond 14 days, then sure, it's complaint time, but so far they're working within their policy.
I informed them I wanted to return the item on the 28th June. They responded with instructions for the return on the 2nd July. I posted the pedal back on the 7th July, they got it 8th July. The Refund was back in my account on the 14th July.
I thought that was pretty good considering the current climate etc.
I suspect by working days they mean week days, although I suppose they did say about probably doing something over the weekend so who knows. But if it's normally via the bank they sort this kind of thing out then working days wouldn't mean weekend. Hang in there, you'll get it back
I appreciate these are difficult times, but it seems GuitarGuitar are making it more difficult for themselves by not staffing the Support department properly. The cynic in me is thinking they're leaving people on furlough and trying to get by with fewer staff all working remotely to make more profit.
Their attitude on the phone stunk, but eventually the store manager at Glasgow took control (thanks to me raising it on this board) and it eventually got sorted. I still had to chase though as after being told the refund was processed, someone forgot to press the button.
All in all, the guitar arrived 15th June, the money arrived back 22nd July.
If I'm buying new, I'm unlikely to buy anything that Peach or Coda don't have in future.
Sudden switch from call centres to working from home, dropping revenue and a need for big investment, coupled with many, many logistics issues and you have the perfect storm where providing customer service *at all* has never been so difficult.
My feedback thread is here.
They are slowish, but they will get there
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