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Complaint Details
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Initial Complaint
01/06/2025
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
Zager's website advertised a slightly used guitar that I really liked. The ad said it was the last one in stock, so I ordered it. However, the guitar they sent me was a different guitar - the same model, but very different in appearance. I sent them pictures of the one they sent, and there has been no response.
Business response
01/27/2025
We sent the consumer a brand new guitar and advised that we would be happy to send a postage paid return label and issue a full refund once we receive the guitar back.
Customer response
01/27/2025
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
12/08/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
10/05/2024: Ordered a parlor E guitar @ $895.00 USD. Order# ******. Confirmation email said Ready and on its way to me. 10/28/2024: Guitar delivered. 23 days later. 11/16/2024: Notified ***** *** about my dissatisfaction with the guitar. Norm the Luthier emailed back and said a return would be no problem.( Hi *******, We can do a return, no problem. I will email you a Fedex return label so you can hand your package to any Fedex driver and they'll take it away free of charge. We get so few returns annually that when it happens we always make the offer of the next model higher at no additional charge if you'd at least like to try it. As almost all of our business comes from friends referring friends and family it's very important to us that our customers are happy.) At first I agreed to the offer, but after not hearing anything back on 11/23/2024 I opted out of the upgrade offer via email and asked again for a return label for the Parlor E guitar. 12/06/2024: I emailed Zager Guitars again requesting a return and not a word in response. Crickets! They claim to be 54 year old company with great customer service but I am afraid those claims are not based in fact.Customer response
12/28/2024
I wish to withdraw my complaint. The merchant made good on their money back guarantee in a timely manner. All is good, no worries. Thank you for all your help in this matter,
******* * *****.
Initial Complaint
11/11/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased a $2200.00 guitar from Zager guitar which was paid in full. Zager shipped out a new guitar from Nebraska which I received little over two weeks ago. Zager guitar guarantees full payment of shipping both ways if not totally satisfied with the guitar. I am totally disappointed and dissatisfied. I’ve contacted Zager guitar immediately after receiving it. I told them to please inform me as to how to return it. I was told that they would send a shipping label so I could ship it out. Customer service doesn’t answer the phone or text, or emails. I just want this guitar shipped back so I can be reimbursed my $2200.00.Customer response
11/12/2024
I received a shipping label and shipped the guitar out from Fed Ex to Nevada I’m awaiting my $2200.00 at this time. Thank you for your attention.Initial Complaint
10/06/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
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 throughCustomer response
10/18/2024
Zager guitars has resolved this matter and no further complaint from me. ThanksInitial Complaint
08/07/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
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 REFUNDBusiness response
08/29/2024
hes been fully refundedInitial Complaint
05/14/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
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
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
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.ThanksInitial Complaint
10/09/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
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
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.
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Get a QuoteCustomer Complaints Summary
22 total complaints in the last 3 years.
15 complaints closed in the last 12 months.
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