Very helpful sales staff
Very helpful sales staff, great price - great quality instrument I purchased. Excellent communication - Will definitely buy from GuitarGuitar in future
www.guitarguitar.co.uk Reviews
8,643 • Excellent
I've got guitar Fender Acoustasonic…
I've got guitar Fender Acoustasonic Tele. Ordered in UK, delivery to Switzerland. all went Fine. Thanks. All was almost in time and in frame of advertised quality. So thanks a lot! Really! it was my first deal with you shop and it was good experience. Good livechat advisers! Thank you so much!
Fantastic customer service great…
Fantastic customer service great communication around delivery times, and a great guitar D’angelico premier Utica, a very good all round experience thank you!
Brilliant range of instruments
Brilliant range of instruments, visited a couple of stores over the years and had some guitars sent through mail order.
Quick and easy delivery and great customer service. Some lines that can’t be found anywhere else in the UK!
Go there!
Went to there shop last week, it was the best experience I had, they were really helpful, they even gave me some special deals.They helped me find the perfect guitar and at collection gave me free pics
I purchased a preowned Fender amp at…
I purchased a preowned Fender amp at their Epsom store. I was told when i purchased it, that it had been fully tested. When I got home and tested it, it wasn't working. Tried again in the morning. Made a return trip the next day to return the amp, and the sales assistant that served me didn't make any apologies, and instead suggested that it could have been left in a garage by the person who sold it to them. Wait a sec. I thought your preowned gear was fully tested? Anyway. It turned out that, in all likelihood, the fault was down to dust that had gathered in a switch on the amp. It's your duty to make sure all of your preowned gear is working before you sell it -- the onus isn't on the customer to know how to fix the equipment when they get home; it's sold as preowned, not faulty. Even if you buy something from eBay, you know it's been tested, unless stated otherwise. I've been a regular customer until now, but you've lost me, sadly.
Fender Mustang is excellent . Thanks very pleased. Guitar Guitar are excellent!
Ordered on line very easily. Delivered in 24 hours inside one box. I had some issue and received an intelligent email response back. I phoned and got through straight away, the guy was highly professional and very helpful. I upgraded guitar, paid some extra. A doorstep DPD fast next day exchange was arranged. New guitar in one box arrived in excellent order. Very pleased with this mustang sounds and looks great, feels great, set up is excellent. there are some slightly rough fret ends higher up the fret board but this is more with fender and perhaps might go when the guitar acclimatises(received 2 hrs ago cold weather) but that’s a very small thing easily resolved. Wished I lived in Glasgow as I would definitely like to visit their Glasgow shop now. I have used them once before for a pedal and I will definitely use them again. Superb service and highly recommend
Excellent service and setup.
I bought a Jackson Monarkh SCX Cherry Burst from them at an unbelievable £249. At this price I expected it to be old stock which showed its age. Not at all it arrived in mint condition, and was set up to play right out of the box. I feel like I’ve robbed them or they’ve made some kind of mistake! Their level of service, delivery charges - for a Saturday or Sunday delivery, and overall communication at each stage is simply amazing.
I will definitely buy from GuitarGuitar again with confidence, just got to justify another purchase to my partner.
Fuming!
Fuming! After waiting for the store to open, I call and confirm there's a guitar in stock. I set off on my journey after buying train tickets and being in a taxi I was then told that the guitar was not in stock. Newcastle Store 24/02/20. Very unhappy customer indeed
It would be nice if guitars were properly set up for customers to try out
I visited Guitar Guitars Epsom store recently to purchase a Fender Player series Telecaster. It took a while to get served but the staff were polite and helpful. I tried the first Telecaster and the D string was buzzing without a note being fretted. I explained that the guitar was not properly set up so they gave me another Telecaster to try, which had a major buzz on the B string. I had lost patience after this and decided to leave the store empty handed. It would be a good idea for Guitar Guitar to at least set up the guitars for customers to try. They would sell a lot more instruments if this was the case.
I am honesty surprised by the poor…
I am honesty surprised by the poor reviews. I've had nothing but positive experiences with guitarguitar and i've been buying instruments for the past 25 years.
Only the latest review will count in the company's TrustScore
They don't want to refund the faulty…
They don't want to refund the faulty goods, claiming that the smell of smoke make them impossible to resell the FAULTY ITEMS . I wonder how they want to sell the faulty items as a new.
Reply from www.guitarguitar.co.uk
Hello Mr Rafael,
Thank you very much for your review here.
I feel it is important to note that your ordered 3 devices from us, returned each one stating that you didn't want the units. It was only once they were back and we refused them for their strong smell of smoke that you claimed they were faulty. We tested each unit and confirmed there were no faults with any of them.
You openly admit in your interactions with us that it is your right to smoke, which is correct, and we advised you that it is also our right to be able to resell the items returned to us, something which cannot be done in this case.
If any units have legitimate faults we would gladly refund our customers, however in this instance you have returned units which have no issues and cannot be resold.
If you would like to discuss this case further please do not hesitate to contact us.
Kind Regards,
Martin - Web Support
Telephone: 0191 222 0466
Email: support@guitarguitar.co.uk
Thank you very much for your review here.
I feel it is important to note that your ordered 3 devices from us, returned each one stating that you didn't want the units. It was only once they were back and we refused them for their strong smell of smoke that you claimed they were faulty. We tested each unit and confirmed there were no faults with any of them.
You openly admit in your interactions with us that it is your right to smoke, which is correct, and we advised you that it is also our right to be able to resell the items returned to us, something which cannot be done in this case.
If any units have legitimate faults we would gladly refund our customers, however in this instance you have returned units which have no issues and cannot be resold.
If you would like to discuss this case further please do not hesitate to contact us.
Kind Regards,
Martin - Web Support
Telephone: 0191 222 0466
Email: support@guitarguitar.co.uk
One day turnaround
Ordered new loudspeakers one day, and they were delivered to Kintyre the next. Brilliant service. Thank you.
Be ware
Took my prized Les Paul to them over a year ago. It’s never been the same since, in the worst possible way. Don’t know what they did to it but I’ve had several other Techs look at it since and the response has been universal: ‘what the hell happened to your guitar’! Joe White is not guitar player or musician. How can someone that doesn’t play have any understanding of what a well set up guitar feels like? I totally regret ever letting these guys near my guitar and will never go there again. If you value how your guitar feels, go to somewhere and someone that actually knows, and doesn’t just do it by numbers. They’re good salesmen, and as the saying goes, buyer beware. Don’t be taken in. A guitar is an instrument. Only someone that understands what it’s like to play an instrument will understand what it feels like. I remain gutted about what they did to my dream guitar. Don’t let it happen to you.
Reply from www.guitarguitar.co.uk
Hello Steve,
Thank you very much for your review.
I am not sure who you are referring to when you mention Joe White? We do not have anyone in the company by this name.
If you would like to discuss this issue further please do not hesitate to contact me, I will leave our contact details below.
Kind Regards,
Martin - Web Support
Telephone: 0191 222 0466
Email: support@guitarguitar.co.uk
Thank you very much for your review.
I am not sure who you are referring to when you mention Joe White? We do not have anyone in the company by this name.
If you would like to discuss this issue further please do not hesitate to contact me, I will leave our contact details below.
Kind Regards,
Martin - Web Support
Telephone: 0191 222 0466
Email: support@guitarguitar.co.uk
Second hand guitar arrived in France…
Second hand guitar arrived in France right on time and in Pristine condition. Will do business again with these guys!
Total lack of customer service.
It seems the bigger you get, the less you care about customer service.
I bought a Tourtech gig bag off guitarguitar back in August 2019. The seam inside the bag has separated from the lining exposing the foam inside in less than six months.
I sent photos of this to guitarguitar and they asked me to send the gigbag back to them at my own expense as my photos weren't proof enough that I hadn't, and I quote "tied the bag to the back of my car and dragged it down the road."
They insisted that as it was after 30 days they didn't have to give me a refund but if the bag was faulty they would replace it. They couldn't say how long this would take or rule out sending it back to the manufacturer in Asia. I pointed out that I would need to get another case for my guitar while they were checking the faulty bag and that if they then replaced the bag I would have an redundant bag (I guess could keep one as a spare in case the new one also comes to pieces).They said this was not their problem.
Shocking lack of customer service when a product fails so soon. I won't be buying anything from guitarguitar again.
Reply from www.guitarguitar.co.uk
Hello Michael,
Thank you very much for your review.
I must state that you have paraphrased our conversation quite considerably here and used quotes out of context to distort our discussion so please allow me to clarify a couple of points you have raised here.
You contacted us about an issue you were having with the lining on your TourTech gig bag and sent through photographs showing the damage. We sent you our standard warranty returns details given that this item was outside the first 30 days which requires the customer to return the item back to us to access the damage.
You then called our customer support team to complain about having to pay the initial charges for the return and subsequently sent a letter explaining that you felt we were subverting your consumer rights in doing so. I clarified the legal grey area which surrounds the cost of warranty returns and advised that if you keep the receipt we would refund your shipping should the item be accepted for a warranty replacement. The email exchange continued and you were quoting consumer direct regulations which cover faults which occur within the first 30 days and not a warranty return so I called you to discuss the case and try and help clarify the terms so we were both on the same page. You begin the call by requesting my permission to "record the call" which I agreed to and I explained the full process; explaining that an item is only covered by warranty once it has been inspected and the fault has been confirmed as a manufacturing defect and not caused by damage to the item.
At this juncture you asked me to confirm what could have caused this issue and I advised that I could only ever speak in hypothetical, you pressed me for some example so I used a few including tearing the stitching with your hands to an extreme example of the item falling out of a car and being dragged along a road. I fully clarified that this was a deliberate, extreme example of something which was not a manufacturing defect for the purposes of an example and not something I believe has occurred here. I did not state this is what you had done, your statements here are misleading.
A customer is only entitled to a refund in the following situations;
They decide they don't want an item within the first 14 days and return it in an as new condition.
The item is faulty within the first 30 days and this is not the result of misuse or damage.
The item has been returned for multiple manufacturing defects which are repaired and keep reoccurring within the warranty time frame.
A customer is not not entitled to a refund after 6 months of use with an item and it fails once, the holder of the warranty is entitled to repair or replace the item at their discretion. I did not advise that this would need to be shipped to Asia, I explained that the manufacturer holds you warranty however in this case we would make the decision based on our inspection and replace the item from our own stock should the issue be covered by warranty to prevent it from having to be returned to the manufacturer, thus speeding up the process for you.
Although the need to send any item in for a warranty repair is unfortunate as this leaves a customer without a product they have purchased it is not the retailers obligation to provide a replacement to use in the meantime, I am sincerely sorry if you find this poor.
We haven't to date received your item back therefore I cannot comment as to whether this item is or is not covered however I did reassure that you would receive a replacement should this be accepted under the warranty terms.
I hope this helps to clarify the points you have raised, if there is anything else you would like to discuss please do not hesitate to contact me.
Kind Regards,
Martin - Web Support
Tel: 0191 2220466
Email: support@guitarguitar.co.uk
Thank you very much for your review.
I must state that you have paraphrased our conversation quite considerably here and used quotes out of context to distort our discussion so please allow me to clarify a couple of points you have raised here.
You contacted us about an issue you were having with the lining on your TourTech gig bag and sent through photographs showing the damage. We sent you our standard warranty returns details given that this item was outside the first 30 days which requires the customer to return the item back to us to access the damage.
You then called our customer support team to complain about having to pay the initial charges for the return and subsequently sent a letter explaining that you felt we were subverting your consumer rights in doing so. I clarified the legal grey area which surrounds the cost of warranty returns and advised that if you keep the receipt we would refund your shipping should the item be accepted for a warranty replacement. The email exchange continued and you were quoting consumer direct regulations which cover faults which occur within the first 30 days and not a warranty return so I called you to discuss the case and try and help clarify the terms so we were both on the same page. You begin the call by requesting my permission to "record the call" which I agreed to and I explained the full process; explaining that an item is only covered by warranty once it has been inspected and the fault has been confirmed as a manufacturing defect and not caused by damage to the item.
At this juncture you asked me to confirm what could have caused this issue and I advised that I could only ever speak in hypothetical, you pressed me for some example so I used a few including tearing the stitching with your hands to an extreme example of the item falling out of a car and being dragged along a road. I fully clarified that this was a deliberate, extreme example of something which was not a manufacturing defect for the purposes of an example and not something I believe has occurred here. I did not state this is what you had done, your statements here are misleading.
A customer is only entitled to a refund in the following situations;
They decide they don't want an item within the first 14 days and return it in an as new condition.
The item is faulty within the first 30 days and this is not the result of misuse or damage.
The item has been returned for multiple manufacturing defects which are repaired and keep reoccurring within the warranty time frame.
A customer is not not entitled to a refund after 6 months of use with an item and it fails once, the holder of the warranty is entitled to repair or replace the item at their discretion. I did not advise that this would need to be shipped to Asia, I explained that the manufacturer holds you warranty however in this case we would make the decision based on our inspection and replace the item from our own stock should the issue be covered by warranty to prevent it from having to be returned to the manufacturer, thus speeding up the process for you.
Although the need to send any item in for a warranty repair is unfortunate as this leaves a customer without a product they have purchased it is not the retailers obligation to provide a replacement to use in the meantime, I am sincerely sorry if you find this poor.
We haven't to date received your item back therefore I cannot comment as to whether this item is or is not covered however I did reassure that you would receive a replacement should this be accepted under the warranty terms.
I hope this helps to clarify the points you have raised, if there is anything else you would like to discuss please do not hesitate to contact me.
Kind Regards,
Martin - Web Support
Tel: 0191 2220466
Email: support@guitarguitar.co.uk
I bought a gretsch off this company 7…
I bought a gretsch off this company 7 months ago then on getting out of its case one day which is the correct case for that guitar I noticed the neck splitting I contacted them about they agreed to have a look at the guitar. I know this guitar has never been knocked and theres no evidence of blunt force trauma anywhere on it. Their contact was a customer service rep called martin. Who quite frankly from day one called me a liar and was made to feel this way through the entire experience. I sent the guitar to their Glasgow store who were then going to send it to fender who own the gretsch name. After 2 weeks I heard nothing so emailed them to be told by martin that fender would not look at it has it had some mods to it. Whilst I know mods can void the warranty to me fender should still look at it as it could be a manufacturing flaw. So martin said he would get their tech billy at the glasgow store to look at it. Though why he didn't look at it when I shipped it back I do not know. Martin then tells me billy said the neck split could be down to the guitar case lid putting tension on the factory fitted bigsby and is the wrong case. The case gretsch supplies for that model. So basically they have fobbed me off I've lost all the money on the gretsch plus the case etc. So buyers beware this retailer only cares about getting your money their customer service is a joke and they make you feel like a criminal for even trying
The last email I got from martin was I am not prepared to deal with this matter anymore !!!! Sorry mate isn't your job customer service and as a customer I should be able to ask as many questions as I like
It's in your job description
Reply from www.guitarguitar.co.uk
Hello Chris,
Thank you very much for your review.
I feel it is important to point out that I have at no point ever called you a liar.
You reported a neck break on a Gretch guitar which has under gone modification by yourself, replacing some parts with none standard parts. I sent the original photos through to Fender who advised that a split like this would not usually occur due to a manufacturing defect and usually occurs from some form of damage or impact. We agreed to get this sent into us so we could inspect the item directly.
Fender stated that they would not inspect the item while it had none original parts, Fender would have been within their right to void the warranty due to the modifications alone however they stated that if our luthier believed this was a manufacturing defect they would inspect the guitar but we would need to remove all the none original parts before sending.
The guitar was inspected by our luthier who stated that the break on the neck goes in the opposite direction as the string tension, had this been a weakness in the wood, i.e. a manufacturing defect, the wood would have broken toward the tension as it would always follow the path of least resistance. It was then that we discovered the case you had shipped the item in (which is a separate purchase not bought from ourselves) is incorrect for use with this guitar given it has a Bigsby trem. I agreed that this case is marked for the Streamliner range however given this range covers hard-tail and bigsby guitars I fell you have simply selected the wrong case, which has been placing pressure on the neck and caused this issue.
This was therefore not covered under warranty.
I appreciate your last point however I must advise that there is only so much a customer service agent can say regarding a conclusion and your replies were simply making accusations of how our company is run, how I earn my money and to quote "couldn't give a dam attitude towards the customers paying your wages for you to sit in your office you just take our hard earned cash and sleep well." It was at this juncture that I advised you that I would no longer reply to your emails regarding this case as we were no longer discussing this issue and you had moved on to simple insults.
The number of claims we refuse is a very small percentage and I feel that this case has been handled correctly given the issue and evidence we found based on inspection.
Kind Regards,
Martin - Web Support
Tel: 0191 2220466
Email: support@guitarguitar.co.uk
Thank you very much for your review.
I feel it is important to point out that I have at no point ever called you a liar.
You reported a neck break on a Gretch guitar which has under gone modification by yourself, replacing some parts with none standard parts. I sent the original photos through to Fender who advised that a split like this would not usually occur due to a manufacturing defect and usually occurs from some form of damage or impact. We agreed to get this sent into us so we could inspect the item directly.
Fender stated that they would not inspect the item while it had none original parts, Fender would have been within their right to void the warranty due to the modifications alone however they stated that if our luthier believed this was a manufacturing defect they would inspect the guitar but we would need to remove all the none original parts before sending.
The guitar was inspected by our luthier who stated that the break on the neck goes in the opposite direction as the string tension, had this been a weakness in the wood, i.e. a manufacturing defect, the wood would have broken toward the tension as it would always follow the path of least resistance. It was then that we discovered the case you had shipped the item in (which is a separate purchase not bought from ourselves) is incorrect for use with this guitar given it has a Bigsby trem. I agreed that this case is marked for the Streamliner range however given this range covers hard-tail and bigsby guitars I fell you have simply selected the wrong case, which has been placing pressure on the neck and caused this issue.
This was therefore not covered under warranty.
I appreciate your last point however I must advise that there is only so much a customer service agent can say regarding a conclusion and your replies were simply making accusations of how our company is run, how I earn my money and to quote "couldn't give a dam attitude towards the customers paying your wages for you to sit in your office you just take our hard earned cash and sleep well." It was at this juncture that I advised you that I would no longer reply to your emails regarding this case as we were no longer discussing this issue and you had moved on to simple insults.
The number of claims we refuse is a very small percentage and I feel that this case has been handled correctly given the issue and evidence we found based on inspection.
Kind Regards,
Martin - Web Support
Tel: 0191 2220466
Email: support@guitarguitar.co.uk
I'd like to thank Phil and Stewart at…
I'd like to thank Phil and Stewart at the store in Glasgow for all the help in making my mind up on my Martin D28.
They were very patient and made an awful guitarist (me) feel pretty good.
The technical info was brilliant and nothing was too much trouble.
Totally recommended.
Great store highly recommended
Great store highly recommended ! 5stars
Best Guitar stores in the land........
Made my fourth high end guitar purchase from the online store. Proud owner of a custom shop Gibson cs336. As always, top service from easily the best Guitar stores in the UK.
I wouldn't shop anywhere else.