Review Time
Put £400 plus deposit down on an expensive Taylor guitar , was disappointed in that guitar and didn’t buy it . Swapped a much cheaper guitar for a Yamaha 12 string and a wee Lowden as a “straight swap “ no deposit back . Called customer service who said that my deposit for the first guitar automatically went on to the second , not so . Crooks. It wasn’t part of the deal .
- I placed an order for a guitar on Thursday evening.
- Realized I had selected the wrong one that same night and reached out to the support team. Living in a remote area, returning the wrong guitar would have been expensive for me.
- My order was corrected by 09:15 am on Friday.
- The correct guitar arrived on Tuesday, which is impressive given my location. Overall, it was a fantastic experience; such high-level customer support is rare these days. I would (and did) purchase more guitars from this seller. Special thanks to the representative who assisted me!
I had a very disappointing experience with the local branch. I attempted to purchase an item while also selling a guitar. They indicated that their offers were based on a 30% markup for trade-ins. Initially, they proposed to buy it with a 60% markup via their website, then increased the offer slightly but still maintained a roughly 50% markup when I called the store. When I highlighted this inconsistency, their reply was essentially 'take it or leave it'. They ignored the fact that their offer was lower than their stated policy. I now view the company as untrustworthy. I won't be purchasing from them again, and I certainly wouldn't recommend selling a used item to them. It's quite unfortunate, as I've spent a significant amount of money with them in the past. I will now resort to buying from online shops, which are generally cheaper.
I recently discovered that this company is employee owned, and it truly reflects in their service. I wanted to sell a silent guitar and applied for a quote on a Friday. To my surprise, I received the promised box and packaging via a reliable courier on Sunday morning. I packed it up, and it was collected on Tuesday by the same courier. By Friday, the payment was already in my account. The entire process was smooth, polite, and genuinely caring. The exemplary conduct of the staff and owners gives me complete confidence to recommend this company without hesitation, and I will definitely reach out to them again for future sales or purchases. Thank you for your excellent service!
I received outstanding support from the team during my trade-in! I traded in a guitar, and the representative was always quick and helpful in their responses. They provided boxes for packing the guitars, which was very useful. I changed my mind several times about which guitar I wanted, and they were very accommodating. I also visited the local store, where the staff were very helpful, and they had a great selection of guitars. Overall, I highly recommend this service!
I ordered an electric guitar and the delivery was incredibly fast. I was very pleased with the instrument, but I realized that the trem arm and truss rod tool were not included. I reached out to the support team via email, and a representative assured me that they would contact the distributor since the guitar was brand new. A few days later, the missing items arrived in the mail. I received excellent service and communication from the team. I am very satisfied and would definitely recommend them for your next purchase.
I had some issues with the guitar which weren’t GuitarGuitar’s fault, and contacted them. They couldn’t have been more friendly and helpful. They arranged collection of the guitar, their communication was excellent and the refund process was perfect. I’ve had guitars from them before, the service was great, it’s good to know that they’re equally helpful when things don’t work out,
I had a issue with a serial number on my new guitar that I had bought. But the customer service by David turnbull was fantastic. Brilliant communication and sorted the situation straight away. Very professional service. Little bits and bobs crop up unplanned but he and " guitar guitar " proved to be fantastic. Highly recommend these guys.
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guitarguitar, the UK's biggest guitar retailer, is now employee owned! guitarguitar are passionate about supporting guitar players and as an employee owned company, every experience our customers have with our team will be with someone dedicated to providing outstanding service at every stage of their musical journey.
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