ComplaintsforZager Guitars

• Initial Complaint

  10/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I canceled an order for a guitar purchase on September 17 and was sent back an email stating it would be canceled then they sent the guitar anyway on October 1st not telling the finance company it was cancelled so I keep getting notified I have a payment due. The finance company sent Zager guitar 1995.00 after I canceled the order. There was plenty of time to stop the transaction by then but they purposely let it go through

  Customer response

  10/18/2024

  Zager guitars has resolved this matter and no further complaint from me. Thanks 

• Initial Complaint

  08/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  BUYERS BEWARE! PAID FOR A ZAD900CE. NEVER SHIPPED. NO REFUND. 7/24: Placed an order for a ZAD900CE Solid Spruce/Rosewood Acoustic Electric AURA Pro Series 50th Anniversary Tobacco Sunburst for $2,595 7/25: Asked how long it takes for a guitar to be shipped. "*** ***** needs 1–3 days to do a final inspection. 7/27: Sent an email asking if there's any update regarding the ship date. NO ANSWER. 7/28: NO ANSWER 7/29: Received an email saying *** ***** has not completed his final inspection. 7/30: CANCELED ORDER. Received an email confirming that they will cancel my order and refund my money "immediately." 7/30: NO REFUND. 7/31: NO REFUND. 8/1: NO REFUND but I did receive an email saying they will cancel and refund my order. Please allow 3–4 business days for this to reflect on your account 8/2: NO REFUND 8/3: NO REFUND 8/4: NO REFUND 8/5: NO REFUND Filed a dispute with my credit card company and a complaint with the Better Business Bureau. 8/6: NO REFUND 8/7: NO REFUND

  

  Business response

  08/29/2024

  hes been fully refunded 

• Initial Complaint

  05/14/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered three sets of guitar strings on Dec 2nd, understanding they wouldn't be shipped until Feb. However I received email from Zagar on Jan 23rd saying that address label had been created and package was awaiting pickup by Postal Service. It is now May 14th and strings still haven't been shipped. I contacted Zagar at one point and they said it would be April before they would receive strings to ship. I contacted them late in April and asked for my money back and they simply said strings would be shipped when available but ignored my request for my money back. I would like to have my money returned. Thank You.

  

  Business response

  05/20/2024

  Customer was sent 3 different packages.  All were apparently lost or stolen as we send thousands of these annually and a certain number don't make it to their destinations.  Customer was refunded fully and we sent a 4th package with 3 more sets of strings free of charge along with a $48 custom leather strap free of charge along with some other extras all free of charge for the inconvenience.

  Customer response

  05/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  ******* ****

• Initial Complaint

  05/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased the guitar during a sale, on my order it clearly stipulates I am supposed to get two molded cases with digital thermometer, they gave me a soft case no digital thermometer cheap. Anniversary Accessories Package (free with guitar purchase today only) 1 $0 Zager Pro ABS Ultra Light Molded Case w/ Digital Humidity System (Free - Anniversary Sale) 1 $0 ZAD80 Solid Cedar/Rosewood Acoustic Pro Series 1 $1,595 Anniversary Accessories Package (free with guitar purchase today only) 1 $0 BOGO Easy Play Guitar (Free - limited time sale) 1 $0 Zager Pro ABS Ultra Light Molded Case w/ Digital Humidity System (Free - Anniversary Sale)

  

  Business response

  05/21/2024

  The Anniversary Accessories package includes a free case upgrade to our higher level case but not a free second case.  We always take the approach that the customer is right and sent a second soft padded case free of charge but the customer was still unhappy so we sent a 3rd ABS pro molded case with digital humidity system free of charge even though this is not included in the offer hoping the customer would be happy.  We've sold thousands of these packages without a complaint so I believe our offer is fine but again we always take the approach that the customer is right and sent 2 extra cases free of charge to make sure the customer was happy. 

• Initial Complaint

  04/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased a guitar on Feb 17, 2024 from Zager. They have a 30-day return policy and they also promised a pack of several items would be included free. I first contacted them Feb 23 after arrival to let them know the year's supply of strings didn't arrive with the guitar, and they said they would have those in April and would send later. I then contacted them again to let them know the onboard tuner was failing. They said they would send me some batteries that never came. I contacted them again with no luck, and explained that I wanted to return the guitar. They then said ok, we get so few returns and would like to offer me the next model up at no additional charge. I said OK, we can try that. Nothing ever arrived, no one ever gave me the instructions on how to return the guitar, and there has been multiple follow ups to no avail. I have done everything right and they have not honored their return with free shipping guarantee and they never provided all the promised items when I bought the guitar. I would say this is the absolute worst customer service I have ever seen, and I want to return this guitar and get my $735 back ASAP.

  Customer response

  04/29/2024

  Hello - I understand that Zager Guitars has not responded to you.  After I filed the complaint with BBB, I sent them one last note letting them know that I had done so.  It got their attention and they worked with me, albeit very slowly, to get the guitar returned and finally yesterday I got my refund.  My opinion is still that this information should be posted, since they were unresponsive to me after several attempts until I told them I reported them.  They have horrible customer service and make promises that they do not keep.

  
  

  Thank you and consider this now solved.

  
  

  Thanks

• Initial Complaint

  10/09/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  So I have to say that in all my years of buying a guitar, I have never had such a bad customer service experience. It is almost comical. The guitar came with no anniversary gift pack. So I called and they said it would be shipped out right away. Long story short, after sending several emails, and talking to 5 different people (including the supposed head of service) *****, still no gift pack. Each individual had a different story with three people swearing they would ship it out and send me the tracking # (which they never did) to one person telling me they were waiting on strings! It seems that they are coached to lie to the customers to placate them but do not ever follow through! It is mind-blowing to me that anyone would run a business like this! I have a real thing about integrity and would never recommend these people! Shame on them!

  Customer response

  10/19/2023

  Consumer called in and stated the Owner stepped in and provided him with the products he needed and also a 50% off discount. 

• Initial Complaint

  08/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Never subscribed to their email list--never even held a guitar in my life--and yet started getting spammed with their emails multiple times a day. Despite unsubscribing my email address countless times--via the 'unsubscribe' option at the bottom of their emails, chat on their website--I am still getting spammed.

  

  Business response

  10/11/2023

  We truly apologize.  As we have millions of email subscribers we have multiple companies who send our emails daily, but these companies are very careful who they send emails to and are required by law to stop sending emails to anyone who unsubscribes immediately. We recently had to fire a company who continued to send emails to customers who unsubscribed.  If you were one of these people I truly apologize.  We're a 54 year old family owned guitar company who treat our customers like family so it's very important to us that our customers are happy.

• Initial Complaint

  08/14/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  ***** ***** has started sending me unsolicited email daily. I have not signed up for their emails. I am not interested in their product. And the Unsubscribed function does not work.

  

  Business response

  10/05/2023

  We truly apologize.  As we have millions of email subscribers we have multiple companies who send our emails daily, but these companies are very careful who they send emails to and are required by law to stop sending emails to anyone who unsubscribes immediately. We recently had to fire a company who continued to send emails to customers who unsubscribed.  If you were one of these people I truly apologize.  We're a 54 year old family owned guitar company who treat our customers like family so it's very important to us that our customers are happy.
  
  

  Customer response

  10/13/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *** **

• Initial Complaint

  04/28/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On February 10, 2023 I ordered and paid for a ***** guitar package. At the time, the information on the website indicated delivery would occur within a few days. That did not happen - Zager sent an email to me saying the supply chain was causing delays and that delivery would come in Marich b- that did not happen. Several e-mail exchanges occurred and each time a new delivery time frame was indicated - first the beginning of April, then later in April, then the delay was because a guitar company did not have strings. Finally I sent an e-mail on April 24 letting them know I had a hard time believing the excuses and they were putting me in a position to take legal action which I did not wish to do - I just wanted the products I paid for more than 2 months earlier. Zager's response was that the package would be shipped this week and then they deleted the e-mail chain which reflects the various exchanges we had over the last 3 months. As of today I have not received the package or the promised delivery notice from *** **. I am very frustrated with the manner in which this company treats customers - all I have gotten from them is an average of 5 to 10 e-mails or texts trying to sell more guitars, including the one I paid for but did not get!!!

  

  Business response

  05/27/2023

  I am the customer that filed the complaint - the matter has been resolved very satisfactorily and I wish to withdraw the complaint.  Zager guitar has been responsive and very courteous.  Please remove my complaint from your records.

  Thank you for your cooperation and courtesy.

  John ** ********

  ******************

  Customer response

  05/27/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The matter has been resolved and I wish to withdraw the complaint.
  
  Sincerely,
  
  John ********

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩