Customer Complaints

At The Guitar Marketplace, we’re committed to providing a fair, transparent, and high-quality experience for all customers. If something hasn’t gone as expected, we want to hear from you and put it right.

How to Submit a Complaint

You can contact us using the details below:

Email: [email protected]

When submitting a complaint, please include:

• Your full name
• Order number (if applicable)
• Details of your complaint
• Any relevant screenshots or supporting information

This helps us investigate and resolve your issue as quickly as possible.

What Happens Next

Once we receive your complaint:

• We will acknowledge your complaint within 1–2 working days
• We aim to provide a full response within 3–5 working days

If your complaint is more complex, we will keep you updated on progress and expected resolution times.

Resolution

We will review all complaints fairly and aim to resolve issues promptly. Outcomes may include:

• Clarification of terms or results
• Correction of any errors
• Refunds or goodwill gestures where appropriate

Escalation

If you are not satisfied with our response, you may request that your complaint is reviewed again by a senior member of the team.

Our Commitment

We take all complaints seriously and use them to improve our service, platform, and customer experience.