Guitar Center review: Nightmare experience with online order

On August 26, 2023, I placed an order online for a digital piano that was on sale. The website said there were two in stock at my local store and that I could place the order and pick it up that day. So I made the big mistake of doing exactly that. I placed the order and saw that there was a pending charge for $217 on my account- that’s fine, you know, because I thought it would go through upon pickup. My husband gets there to pick it up for me and they were horribly rude and told him they had none in stock. They told him it would be best to cancel the order and rushed him to do that before he could get the ok from me on the phone. I got on their website and did the online help chat and after explaining everything, the guy I was talking with just exited the chat. So, I tried again and got a nice man named Collin who told me it showed two in stock on his end but offered to have it shipped to me in two day shipping at no extra cost. He assured me that they could take my pending charge from the cancelled order and apply it to this delivery. 6 days later, I get the item delivered and see that my account has again been charged a separate $217 that shows up in my account as cleared while the other one is still pending. This is happening on September 1, when rent is due. Because of this second $217 charge, not only did my account overdraft, but I am now short on my rent because when my check went into my account, they took $217 from it to cover the negative balance. I again called the help line and first got someone named Alex who said that he had to put me on hold and get Collin on the line to see what happened. It went to collin’s voicemail and then hung up on me. I called back and got a horrid, rude, flat out nasty employee named Matt who laughed and told me it didn’t charge me a separate $217 even though it absolutely did- my bank shows them charged at two separate times on two totally different days. One says 08/26 and the other 08/31. He said, “I’ve been working here for a few months, so I think I know what I’m talking about.” He constantly interrupted me and talked over me and would not listen to anything I was saying. I asked to speak to someone above him and he sent me to collin’s voicemail and again it hung up on me. I am so defeated and regret ever going on their website at all. This whole experience has been a nightmare and I will tell everyone I know not to ever order anything from this business. The way they’ve treated me is deplorable and to be called a liar when I’m being misled by them and am only in this situation because I trusted that in 2023 placing an online order from a chain store would be a relatively simple process. I have still not gotten back my money and they have told me 3-5 business days both on 8/26 and on 9/01. I need my money back and frankly I am so upset by this and the trouble it’s caused me that I will do anything I can to make them take ownership of what they’ve done to me and apparently to many other remorseful customers. This is deceptive business practices at its worst. If their website had been honest in the first place, I would have never wasted any more of my time on this with them. I am disgusted by the whole thing. And they do not care.