Richmond >Shopping > Guitar Works
3335 W Cary St, Richmond, VA | Directions 2322137.554266 -77.484212
Neighborhoods: Carytown - Museum District - Scotts Addition, Carytown
Horrible customer service – Let me preface this by saying I've only dealt with one individual, Ryan, at Guitar Works, but he was enough for me to take my business elsewhere.
I brought a small amp in for a minor repair. Ryan told me up front that the guy who repairs amps was working from home due to an illness and that it might take 2 to 3 weeks. I wasn't thrilled about this, but since Ryan was adverse to recommend another shop that could take care of this quicker, I left the amp with them. Hell, everyone has to make a buck.
After three weeks I called to check on the status of my amp...not really thinking it would take three weeks....and my buddy Ryan curtly let me know that my amp wasn't ready. Ok....how about an ETA on that amp my brotha'? "I don't know", and the phone goes silent. After probing with a few more questions trying to find out if my amp was ever going to get worked on, Ryan starts going off about, "I'm not going to tell a sick old man to hurry up on your amp"....blah blah blah.
We ended our pleasant discourse with Ryan saying that he'd get my amp back for me in -- and I quote -- "a couple of days". Now I don't know about your definition of "a couple", but in my dictionary that means two....hell, I'll even give you "three days" because I'm just that nice of a guy. NOTE: This conversation happened on a Wednesday.
So, I call back on Saturday and guess what......no amp. However, I did speak with a young guy who did actually have manners and he told me that my pal Ryan was going down to pick up amps on Monday and that my amp would be back Monday afternoon.
"Oh Joy!! Oh Rapture!!! Could it be true...I'll get my broken amp back after just under a month so I can go through this adventure with another music store?
I'm not that lucky.
Called Guitar Works Monday late afternoon and was treated to another batch of "Ryan charm". At the end of that pleasant conversation I think I badgered Ryan enough to where he might actually keep his word and have my amp for me tomorrow. I'll believe when I have my grubby paws on the thing.
So what's the moral of the story boys and girls? If you are looking for even average customer service.....hell, any service.....you may want to try somewhere besides GUITAR WORKS. It blows me away that some idiot talks to customers the way RYAN did with me and they still stay in business. Ryan must have incriminating pictures of the owner, because I can't see why anyone would have an A-h0le like that dealing with the customers.
FYI: Metro Music just moved in right next door to Guitar Works....I have a feeling they're going to do very well
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