Has anybody ever had to exchange an item bought online from GC? I haven't until now, and it's been quite an experience... As has the entire buying process. On Saturday, I bought a Yamaha acoustic guitar case for my new Guild that was on sale for $59. It wasn't in stock at the time, and it said estimated delivery would be at the end of the month. I wasn't in a big hurry to get the case and it was a good price, so I said "what the heck" and bought it. On Monday, I got an email telling me that my order had been successfully cancelled. Having not anticipated the success of an action I had never taken, I was quite surprised, so I called GC and they said that the case was a discontinued item and that's why my order was cancelled. I thought it was odd that they would promote it as a sale item in their email blast if they had none in stock, and they were never gonna get any more. I actually kinda doubted that the case had been discontinued, and though somebody just made a mistake, but I didn't think arguing about it would get me anywhere, so I asked what else they could offer me for that price... She said: "Musician's Gear", I said: "No thanks!". She suggested some other cases for $99, but then I remembered another case that I was looking at before I bought the Yamaha (and actually considered buying instead). It was a "Silver Creek" vintage-style dreadnought case that (according to specs) looks like a better case than the Yamaha, and much better than the MG. It's a little more expensive than the Yamaha sale price ($79.99), but it has an arched top, 7-ply construction (as opposed to Yamaha's 5-ply and MG's 3), a leather handle and emerald green crushed velvet interior (that's what really hooked me TBH ). But I decided to buy the Yamaha instead because my last acoustic case was pretty bomb-proof, but it was heavy as the whole damn town, and I didn't relish the idea of lugging around a 5 pound guitar in a two-ton doghouse. HOWEVER, the Silver Creek will provide better protection for the guitar for shipping (which I'm going to have to do when I leave this unholy place) and I have a pretty nice gig bag that came with the guitar that I can use if I don't think a case is necessary. Plus, I got the nice lady to give me a 10% discount. So this was Yesterday... The case arrived this morning! I thought at first that it might be the Yamaha case that I originally ordered, because I couldn't believe that anything comes from Guitar Center in less than 24 hours (unless you pay for it). When I opened the box, it was a Musician's Gear case! WTF?? Really trying to push their house brand, I guess. So I get on the phone and call the rep with whom I placed the order, and left a voice message. By the end of the day, I still hadn't heard from her, so I called their CS number to talk to anybody... I wanted to get this cleared up sooner rather than later. Here's where the fun starts... I was on the phone for like an hour (most of it on hold). When she asked me if I wanted to ship it back, or return it to a store, I opted to ship it back. Usually when I return something, I bring it to the store, but I didn't feel like schlepping this thing home, and then across the valley when I can just have UPS pick it up right from work. It was their mistake, let the inconvenience be on them. So then she put me on hold for like half a week, and when she came back she said that when they receive the case, they'll issue me a refund... I said: "Refund? Wait a minute, I thought you understood that I want to send this back and get the case that I was supposed to receive. I didn't say I wanted a refund". She responded with: "Of course, you must understand that we have to receive the item back from you first, before we can issue a refund". I said: "Fine... I understand you have to get the case back first, but I DON'T WANT A REFUND... I just want the case that I ordered!" This went around in circles like three or four times, and I was starting to think I was speaking a different language than her. Basically, I guess the way this works is; they have to issue a refund (which takes 3-5 days after they receive the item) and I have to buy it again. Then she said: "Well if you bring it back to a store, they can issue your refund right there". Which will still take 3-5 days and I'll still have to buy the item again. I told her: "You're offering me two options and both of them are inconvenient. I don't understand why this is such a complicated process when NO other online retailer seems to have a problem with exchanges (some of them will even send you the replacement before they get the first one back). I would think you'd be a little more accommodating, considering this was your mistake". She said: "Well that's just the way it works, sir". I said: "Nah, this doesn't work in any kind of way". Then I told her that since an exchange wasn't possible, then maybe I'll take the case back to a store after all. Problem. "Oh, well we already issued you a return label, so I don't know if you can return it to a store now... Lemme put you on hold for another fifteen minutes while I check on that..." Argh! Then she came back and said it was ok if I returned it to a store. I said: "Good... and since I have to be inconvenienced to return this thing, I think I'll just take the refund, and buy a case from Sweetwater instead... They never give me a hassle about exchanges". "Oh, oh... Hold on a second sir, let me go ask my supervisor if you can ship that back and we'll ship you out the case that you ordered". Grrrrr.... After all that going around in circles, she came back and told me that I could ship the case back and they'd send me out the correct one when they receive it. EXACTLY what I suggested in the first place! Why couldn't she have done that at the beginning of our conversation?? I had to threaten to buy from a competitor to get them to give a fuck?? A fucking hour of my life wasted?? Thanks GC. And who ever thought this is a good way to handle exchanges anyway?? This is just BAD business sense. If a customer gives you their money and something goes wrong, you don't just give them their money back and let them go somewhere else, you do everything you can to FIX the problem so they don't walk away! Am I taking crazy pills or something?? Does this not make sense?? It sure doesn't seem to make sense at Guitar Center. Between this and the whole keyboard fiasco, I'm gonna go ahead and take back everything I said about GC's customer service improving.