Guitar Center Responds

A few weeks ago, I updated a post I made earlier in the year about Guitar Center prohibiting me from entering the store with my messenger bag.  Some unfortunate employee thought it would be a good idea to reply to my post with something offensive, and I shared those details on the post. That got the attention of management at Guitar Center and we started talking.

I’m very pleased to say that they not only were offended and apologetic over the comment, but also took the time to investigate their policy that started the whole thing for me. We’ve been talking for a few weeks now and (after a little phone tag), they shared some updates with me.

• The person who left the offensive comment was identified and they’ve dealt with it (this person was not from the Winter Park store).
• When I was told I couldn’t take my bag inside, that was store policy at the time.
• They’ve re-evaluated the store policy and trained staff with changes that are more respectful, while still protecting their interests.

The store obviously wants to protect its interests against theft, and I get that. In fact, I was fine with someone looking at my bag as I departed to make sure I had a receipt for things I purchased there, but that wasn’t an option at the time.  The issue with leaving my bag with someone at the front counter is problematic for both of us. I have the bag so I can keep my valuables with me.  I could’ve taken then back to my car and left them, where someone could do a smash & grab to take my stuff. It’s happened to people I know with everything from camera bags to gym bags. That’s why my stuff stays by my side.

Likewise, some person at a store doesn’t want to be responsible for my possessions.  For example, what happens if my property is damaged or stolen while in their care?  It’s just fuel for a big fight. The new policy gives customers a choice.  They can leave bags if they want, or they can take them in with the foreknowledge that they’ll be inspected upon departure. For me, this works great.  I protect what’s mine and they see that I’m not taking what’s theirs.  More importantly, you have a choice.

Management at Guitar Center was upset that one of their own would leave an offensive comment here, but they were equally concerned about potential customers feeling unwelcome because of an old policy. All of my communication with Guitar Center was friendly and respectful.  They listened to what I had to say, considered their own interests that they need to protect, and came up with a good solution. I couldn’t have asked for a better outcome and I’ll feel comfortable going back there to stop.