“Their use of language regarding delivery and import is purposefully obscured to ensure purchase.
Expect the cost to be higher than it seems if you live in the EU.
Otherwise you are in for a nasty surprise.
They have an interesting collection and pretty good chat support, but like I said, they withhold information.
You are probably best off avoiding this store.”
“I would like to Thank the GuitarGuitar Epsom staff for being extremely helpful, in particular Kristian for giving me sound and honest advice when I had issues with my speakers. I bought most of my equipment from there and will most probably buy much more.”
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“Worst I have ever purchased from.
Firstly I will state that I have been playing guitar since 1984 and have owned a great many guitars. I am now retired but purchase several guitars every year and sell many in. I have dealt with All the big retailers including Reidys, GAK, Andertons, Thomann, PMT, etc. I must have always been lucky as I have never had any problems. Recently I decided to see what the fuss was about and try and Ibanez RG. I purchased a midrange item and was looking forward to playing it. When it arrived I carefully unboxed it and removed packaging and immediately noticed a rusty corroded screw on the selector switch. I repackaged the guitar and emailed guitar guitar explaining this and awaited the reply. At that point I would have accepted a new screw in the post but once I actually decided to play this thing I was stunned. This guitar was terrible and has string buzz on every string, there has been no attempt whatsoever to even make this item playable. So now two days later I have still had zero contact from this company who advertise themselves as caring so much and providing first class instruments and customer service. They state they are an employee collective whereby they all own shares in the company so subsequently they try much harder to provide a satisfying experience. This has been the least satisfying experience I have ever had buying an instrument. So to recap, how can a new guitar be sent to a customer with corroded parts, and shocking playability that would make a Chibson feel good. And then to cap it all, no contact whatsoever regarding my complaint after 2 days. Guitar guitar sent a courier to collect my guitar and I asked would the courier be bringing me an undamaged playable instrument? The answer was that they would not be but when I get my guitar back it would exceed my expectations! After 10 days without any contact I got in touch with guitar , guitar who replied that my guitar would be despatched the next day. ( Can you imagine how much longer I would have waited if I had not prompted them?) So 11 days after my guitar was sent to them, guitar guitar sent it back to me. Did it exceed my expectations? No. It was out of tune and locking nuts all rattling and it still had fret buzz on lower E. But hey, it was not damaged and the issues with it I could solve. So to summarise, my personal truthful findings are that Guitar guitar are unprofessional, somewhat slapdash and a little chaotic. The write up, mission statement they publish is far from what I experienced. They literally are masquerading as a cut above the rest when in fact my experience was that they are well below the rest. I don't necessarily judge somebody on any problems I incur but I do judge them in how they deal with any problems and guitar guitar fella well short for me. Could I recommend them? No, absolutely not. I had used all the usual outlets like Andertons, GAK, Reidys, PMT etc and had no issues whatsoever. I thought I would give Guitar guitar a chance because of their fabulous résumé. My findings are that they are Charlatans and their written résumé or mission statement is a 'Wish list' rather than factual. The moral of this story, sadly is' if you find a good provider stick with them'. I can say confidentially I will never purchase from guitar guitar again.”
“Order came very quickly today, Mackie performer bundle with mixer etc for my wife. ordered with guest account and came before delivery prediction. Very happy with the service, shocked to see negative reviews but everyone's experience differs I guess. Thanks again!”
“Firstly I will state that I have been playing guitar since 1984 and have owned a great many guitars. I am now retired but purchase several guitars every year and sell many in. I have dealt with All the big retailers including Reidys, GAK, Andertons, Thomann, PMT, etc. I must have always been lucky as I have never had any problems. Recently I decided to see what the fuss was about and try and Ibanez RG. I purchased a midrange item and was looking forward to playing it. When it arrived I carefully unboxed it and removed packaging and immediately noticed a rusty corroded screw on the selector switch. I repackaged the guitar and emailed guitar guitar explaining this and awaited the reply. At that point I would have accepted a new screw in the post but once I actually decided to play this thing I was stunned. This guitar was terrible and has string buzz on every string, there has been no attempt whatsoever to even make this item playable. So now two days later I have still had zero contact from this company who advertise themselves as caring so much and providing first class instruments and customer service. They state they are an employee collective whereby they all own shares in the company so subsequently they try much harder to provide a satisfying experience. This has been the least satisfying experience I have ever had buying an instrument. So to recap, how can a new guitar be sent to a customer with corroded parts, and shocking playability that would make a Chibson feel good. And then to cap it all, no contact whatsoever regarding my complaint after 2 days. Never again!”
“I'm still waiting two months for the correct item to be delivered.
They first delivered a lesser-quality Banjo and never sent a TIG GIg bag. It's been two months, and they play games over emails. I thought this was a reputable company. Absolutely ridiculous, stir clear of these thats my experience.
Still as i write this 2 months gone and they have not fixed anything.”
“Bought a secondhand Gibson Les Psul tribute from them. Advertised as 2023 model, but totally mis-sold to me as it was a 2021 model, all they had to do was read the serial #. They claimed it was a typo but it wasn't as i found a label on the guitar case where it also showed as a 2023 model. Also came with a twisted neck for good measure. They offered me £300 refund and they expected me to send it back to them as well, paid £900 for it. Utter shysters”
“I bought a finlayson guitar accoustic from them , it was still in mint condition as I never played it . they offered me £70 with the case . it originally cost £250. I also didn't like the attitude of them they seemed not to be that interested. They sold me the effin guitar in the bloody first place. never again.”
“Promised the Saturday delivery but messed up the order and would deliver on Monday instead. Also, the website says next day deliveries if ordered before 4pm, but it should say next Working Day deliveries, which is a scam.”
“Recieved a martin d28 reimagined new. Tried it for 15 minutes did not like and put it back in case. Next day took pictures of guitar and case before repacking. Returned next day via DPD. Now they are refusing to issue refund saying it has a dink on the edge of the guitar and I must take it back and I must have damaged it. Contacted them to say any damage must of occurred at the return depot as I have photos to show it was undamaged when packed. They say the case and packaging was not damaged so must be down to me. Then when I mentioned photos they told me to contact courier as it must have been damage in transit.
Absolute joke, just trying it on but they have messed with the wrong guy so this will be handed over to my legal team.
Let you know how it goes.”
“have had an absolute nightmare experience with guitar guitar. First I ordered epiphone 2014 dot cherry pre owned a orange crush 20 amp and a lead. I recieved an email to say they would be delivered Monday. So I booked the day off work. I did aive chat Sunday Monday to conform it would be mo day and again I was told it was being processed and woukd be with me Monday. An hour later I recieved an email to say there had been an error and someone had already purchased the guitar and it was no longer available. I asked for a manager to call me back to sort this mess. I recieved a call rom a manager to say apologise and say he had found another one in the exact same condition and colour and woukd send that for delivery but couldn't make the Monday. I understood and said Tuesday would be fine so I contacted my manager and booked another day of work as I was told all deliveries must be signed for. I recieved an email from DPD to say all 3 parcels were on there way to the Birmingham depot with 3 separate order numbers. The next morning I received another email each with a one hour time slot. Firs the guitar was delivered. Then I recieved 2 more emails one with an updates time for the lead and 1 to say the amp would no longer be delivered today and would probably be delivered Wednesday. I co tacted DPD and they said the parcel had not been recieved in time for a Tuesday delivery. Now I have to book a third day off work losing 3 days pay for an order thst only totals £410 so with lost earning this order has cost me nearly £800. The service is a joke of I'd known you used DPD I wouldn't have ordered in the first place they are the worst delivery company out there. My company has stopped using them after we had a parcel thrown over the company gates. The whole experience with guitar guitar has been a nightmare and one I will not go through again. I was looking at purchasing a number of guitar but will not risk this type of thing happening again. I have posted a review and will continue to inform people of social media of the experience I have had. As I explained in the webchaàt and when I spoke to the manager the items were a birthday present. I had to tell my son he had to wait until he came back from school for his present then I had to give him a guitar he couldn't play it's been a disgusting experience. One other need to know before making a purchase from guitar guitar. The only bright side to the experience is the guitar is in excellent condition and when I post the reviews I will mention that to make the review honest and a fair account of what has happened.”
“An absolute waste of time. I ordered/payed for a Gibson sg from these jokers, 20 hours later, I received an email telling me that the guitar was sold to someone else(probably an employee or friend of). Then they had the audacity to offer me a basic tribute model instead. I have ordered many times, and spent good money at guitarguitar but will never use these clowns ever again.
I am still waiting for my refund five days later.”
“I’m unable to leave my house anymore, spoke to Jenna online about epiphone guitars the es 339 . He was very helpful with my questions answered everything I wanted to know no hard sell just kindness and good honest answers”
“Guitar Guitar despite not being a franchise ( with a C.E.O. head instead) insist on demanding a 10% deposit via credit / debit card on even second hand goods before they will transfer an item from one of their branches to another for demo approval before purchase. This is without doubt a very anti customer friendly policy at best, and bordering on intransigence at worst. When you complain ( like I have) their defence policy is to request that you email one of their estate agent type guitar salesbods to either A/ continue your point / argument OR B / speak to aforementioned drone about your guitar buying / playing history with a view to perhaps buying a different guitar ( to the one you originally wanted) from Guitar Guitar. Definitely a case of ," all roads lead to Damascus " with these inconsiderate, flakey jokers. Take your hard earned guitar money elsewhere folks. ( BEST ADVICE I can give based on my current experience.)”
“Awful experience.
Sent me a Fender blues jr with what looked like an open box. It had a different speaker.
I returned the amp and they sent me a new amp. Again the box had been opened and there was a loud crackling noise coming from the amp. I tried 2 different guitars and 3 different leads and still the amp was faulty.
I rang guitar guitar and they arranged a pick up. And told me I would have to pay £29 for the pick up if the amp was not faulty. Guess what …they told me the amp was fine.
I’m still waiting for the refund on the first amp to be returned.
I think they have a lot of B Stock they want to get rid of.
I paid the £29 to get my refund back. It was a kind of blackmail.
I will never use Guitar Guitar again.
It’s been 6 weeks of hell trying to deal with them.”
“Sold me a blown speaker, sent them a email and nothing, nada.
Its not the first time they have sent me damaged goods too.
Cracked neck pockets, does no one check the stuff before its sent out?”
“Absolutely the worst company to deal with, I bought guitars all over the world. Bought a very expensive £5000 guitar. They send me the wrong guitar. They did not even inspect the guitar before sending it. Did no efforts to find correct guitar. After sales service poor. Attitude of the people negative and incompetence running high. Don't even know the product they are selling!”
“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.”
