I've been dealing with The Guitar Factory since they were in a small shop across from Southgate Plaza. Started with a guitar case and lead to multiple guitars, a few amps and effects and tons of strings from them. Always warm, friendly. Upfront with everything and very professional. Rock on!! read more

I've made two purchases from this shop, and I have received zero guitars from this shop. The first order was canceled and refunded by the shop about 16 hours after the order. They blamed it on a "glitch" that was causing stock to be displayed incorrectly on Reverb. However, upon checking the store website the next day and several days after, the same pre-owned instrument remained available for purchase at a higher price on their own website. About a month later I decided to give Reverb sellers another shot when my local market was coming up dry for a budget Jaguar. I accepted a seller offer on one of them because I liked the price and color. Unfortunately, I took the offer before I noticed the seller was The Guitar Factory--the culprit behind my previous abandonment of Reverb. It has yet to be packed, and it was supposed to be shipped 3 days ago. I messaged them 4 days ago to inquire about the shipping timeline and was assured it was "in the queue to be shipped and will go out in the next 24 hours." Or so Matt said. Spoiler alert: that did not happen. I've received no communication about the delay or about any expected timeline. I can tell no shipping label has even been initiated for my home address at this point, and I am having to escalate a dispute with Reverb yet again. This shop might be the most amazing brick and mortar store on the planet. I don't know. But if you're trying to purchase from them online in any fashion, buyer beware. It doesn't get any worse than The Guitar Factory in my experience. Avoid at all costs. read more

Matt and Jay at Guitar Factory are amazing with follow up, pricing and overall customer satisfaction. Highly recommend dealing directly with them for world class service if you need a guitar! Richard J. read more

Purchased a guitar from them on Reverb (online). 5 days after purchase = 4 business days, they are unable to tell me any shipping information (warehouse is in Cali), but are telling me "it processed, and that means it shipped." Hardly. They have no shipping information nor confirmation to give me, can't tell me when/if it will arrive. Suddenly, they stopped communicating on the Reverb app, so I called up there to Orchard Park. I only gout out of my mouth "Yeah, I'm calling to check on an online order" and they hung up on me THREE TIMES. Finally, the 4th call, the "technician" answered pissed off with me, telling me to call Matt tomorrow - "He's the only one who handles online sales, the only one who can help you." "There isn't a manager who can access this information and help me?" "No" Didn't take down any of my information, didn't care what the problem was, just basically told me to piss off and I was shit out of luck. That's customer service? WOW. WOWWWWWWWWWWWWWWWWWWWW. All these people on Reverb are talking about how great this storefront is, they ship fast, all that. Nothing but BS. Would love to talk with a customer service manager about this. Feel free to reach out, guys. read more

Claiming that Guitar Factory is the best of Western NY's music stores would be a severe understatement. Not only are they the crown-jewel of local music establishments, they also have a talented staff, top-tier instruments, and best selection of equipment on hand to fulfill every musician's needs. Of significant note is Guitar Factory's Social Media Manager & Sales representative Vincent Lema, who was extremely helpful during my visit. In addition to being a guitar virtuoso, his professionalism & charismatic personality were exemplary while helping me navigate the shop floor. Very few artist in the industry cultivate as much love or passion as Vincent does, and he'll be ecstatic to assist in finding anything you've long been searching for. With his knowledge and skills it's no wonder why locals often refer to him as "Vinny Page" or "the next Slash." (Whoever's in charge better give this man a raise!!!) So next time you're in the neighbor, go ahead and stop by Guitar Factory to be astonished by Vinny's help, their electrifying selection, and competitive prices; I guarantee you won't regret it read more

Was looking to try and test a loop station and told they won't do pedal tests and it was a boss policy. There are other loop stations than only Boss and they most definitely do not have a no try policy. Was looking to try a few out and purchase what I liked best for a user interface, but after the above comment just walked out. It wasn't worth my time or an argument. The solution of buy it and bring it back if you don't like it is ridiculous and was overall just a waste of my time. I'll simply shop elsewhere read more

My experience with these folks, on eBay, was, alas, *incredibly* negative/disturbing/unsatisfactory. GF seemingly *unilaterally* canceled my eBay order, blaming eBay for same. Gf has yet to provide *any* evidence for the Cancellation. Avoid like the Plague. p.s. One-Star is the *lowest* Yelp would allow me to leave -- i would have *Goose-Egged* GF. read more

Love the no snob music attitude here. I tend to avoid shops and go online for the sake of not meeting a music jerk, but here they were great. Love the selection, Ill be watching the inventory. They were setting up a Warlock and it looked great. read more

Bought a Darkglass bass amp through Reverb.com from The Guitar Factory. It was brand new still in plastic wrap. Installed it in our rack mount. Fired it up. Works. Month and a half later it has just been sitting there since the install. Fire it up again. Blown!!! Now The Guitar Factory won't take it back because it's passed the 30 day return window. Well, it's pretty lovely that the policy is worded like this " Items must be returned in original, as-shipped condition with all original packaging and no signs of use." No signs of use??? WTF, like how do I know it even works without using it. Dispute with my Credit Card Provider and bam. Money back in 3 days. Don't buy anything from this "The Guitar Factory " they don't care about you the customer. Just their bottom line. read more

I went here for my first guitar in 20 years. The staff --multiple staff---were friendly and helpful withoit being annoying and pestering. They set me up in a quiet corner and let me do my best to play for about 30 mins. After 30mins, I told them i was going to buy it and they made the whole process a breeze. I couldnt have been happier with the entire process. Side note, later that day i went to a more local big-box store (corner of union and walden) and my experience was the EXACT opposite. Even buying a cable was a laborious experience. The staff simply could not be bothered. So, lesson learned. Highly recommend the guitar factory, and i LOVE my new PRS! read more

Horrible customer service. Either they don't know/care about setting up a guitar or do not know how. I do not think they even did the setup to begin with. Do not buy online with this place with out being able to see and checkout in person. Buyer beware! read more

Worst service ever. I found their site through a Google search for a drum accessory. Their site listed several items I wanted as "in stock," ready for purchase. I used Google Wallet to purchase an item, and received the confirmation from Google that my order had been sent to The Guitar Factory. A charge authorization was placed on my credit card, but I never received any email confirmations or any correspondence whatsoever from the store. After about three days of silence, I called the store to make sure that they had received my order. They told me to call an 800 number to talk with their web Guru! Guru was nice, and explained they always have trouble with Google. Okayyyy.... Google stuff rarely works for me, too. Then he told me that he needed to check with his boss about my item. His boss told him that my item would ship that night. Fast forward a week from the day that I ordered my item, and still not a single message, email, or confirmation of my order. No communication whatsoever. No merchandise was received. I called again, on day 8, and after checking with his boss again, I was told that the item was discontinued several years ago and that they didn't have it. They didn't charge my card, he said. He said that his boss had sent me an email. Uh...right. Don't waste your time with this place -- at least don't bother ordering from their website. read more

I like to support the local shops. However, the management, and employees do everthing they can to make you spend your money somewhere other than The Guitar Factory. The store looks fantastic. Thier inventory is definetely above average and is updated somewhat regularly. Most of the guitars are in tune. They all appear to be cleaned regularly. But the attitude and lack of "friendly-ness" from everybody who works there is almost astounding. I have never been greeted with such poor attitudes from a business before. It's a shame. read more

I wish I had read their yelp reviews before I bought a guitar from them online. When I took it out to play and check it out, it had a crack all the way down the side of the guitar. They have not accepted any responsibility for the problem. Reverb has offered partial remuneration for the problem but the guitar factory has not offered any sense of fairness for a guitar that they profited from this sale. Be very careful dealing with these people. read more

Buying an amp online can be a scary experience especially when it's a coast to coast purchase. My experience with Guitar Factory was a very easy transaction even with a little glitch. The foot pedal that came packaged with the amp did not work, it was in a sealed box. All it took was one short message to The Guitar Factory and they took care of it. In a week or so there was a new one on my door step. They very easily could have said, not our problem, have Peavey take care of it. They were all over it. Not to mention the deal I got on the amp was un-beatable ! I guarantee the Big Box stores won't offer customer service like Guitar Factory ! read more

I dropped my Martin off for a neck adjustment, as there was an issue in the truss with bowing. After it took TWO WEEKS, I got it back with shims under the bridge, and the action ridiculously high. Not addressing the problem whatsoever. It's as though whoever they have as a tech is very amateur, or just doesn't care. read more

The Guitar Factory is the only place I go for music supplies. I cannot stand chain music stores- buy local!

I love this place ! It's small but has everything. The kid that helped me was not real knowledgeable but Very resourceful already did my research on line so I knew what I wanted before I when's to shop. They are willing to give you a deal on high dollar items.And he was very personable. My favourite place to shop while my wife waits in the car. read more

EXTREMELY DISSATISFIED CUSTOMER! I purchased a Yamaha P115B keyboard from Guitar Factory in June, and the customer service was awful. Due to a death in the family, I didn't open the box until a few days later, and saw it was white, when I ordered black. I took it back, and Sarah (who helped me with the initial purchase, and was the only helpful associate there) said they no longer had the P115B in stock, and would have to order one. The manager wasn't in at that time, and she would have him call me. I asked what their return policy was, and Sarah told me it was store credit. I didn't want that, I just wanted the keyboard in black. After several attempts to get the status of the order, and several failed promises to have the manager call me back to advise, I finally spoke to Jaime (the manager), who said the order was placed but it must be on back order, and that it should be in by Wednesday, and would call me to let me know. Jaime seemed truly ambivalent about my issue. It was clear he was engaged in something else while speaking to me, and I honestly felt like I was inconveniencing him. He couldn't understand why I wasn't satisfied with receiving something I didn't order, and then offered store credit in exchange, something I didn't want. No call was received from Jaime. So, I called and asked if the Yamaha keyboards were in a few weeks later, and the answer was yes, they just came in. I called to advise I would be coming to trade the white keyboard for the one I ordered. When I arrived, I carried the keyboard in, and Jaime (at least I think it was him, he never introduced himself) was holding my black keyboard still in the box, and asked if I had parked close. I walked him to my car, and he placed the keyboard inside, stating I could get a receipt with matching vin #s if I wanted. I wanted to make sure it was black, and he said it was, since it stated so on the box. I went back inside and was checked out by another representative. Jaime (I think) took a phone call and walked away. I was handed my receipt, and that was it. No 'thank you for your patience' or 'sorry about the delay.' Nothing. The point of this post is not to get anything, or get upgraded to a better keyboard, as I'm happy with the keyboard I purchased. The point is to receive an acceptable level of customer service, and to call it out if not received. I've been to Guitar Factory several times in the past, but I can say I will not be back anytime in the future. Not surprised there is another negative YELP reviews for this store. read more

They have certain sales people that couldn't be ruder or more unprofessional. And this has been my GO TO for almost 18 years ... I go there still but man, this worker (newer guy) really seems to have some sort of issue and I'm dabbling with Guitar Center and having MAJORLY better results. I recommend going Guitar Center. read more

Good place for lessons. Service is quick and the workers are very nice. I've been a customer for years and honestly never had a problem coming here . Hopefully these bad reviews will disappear and that they will get better reviews in the future. read more

I just purchased a guitar online from The Guitar Factory. Firstly, I love the guitar. It was in perfect condition. The guitar was packed extremely well and I received it very quickly. The Guitar Factory clearly is a top notch professional company. I'd do business with them again. read more

I give this place 2 stars as it is cleaner than most music stores. The main problem is attitude. The manager sits behind a computer and gives you stink eye when you enter. Guitars have dirty strings and are not well set up.which is odd as they do say they have a full time tech. Average selection of stuff nothing unique. Seems more like a small town version of Guitar Center including the attitude! read more

Recently purchased an amp, and case (stand). No problems. Also a (very) little haggling and I saved @ $90.00.

I have talked to the store owner on the phone once to complain about the manager and the staff in general. The staff was throwing a football around in the showroom when I went in. Other times, staff will be talking to a buddy or two in the store and they don't even acknowledge you. The manager is very rude and will not say hi or welcome . He looks at you as if he is better than you. read more

I've bought 2 guitars here in the past 2 months and must say my experience has been excellent. AJ has always been more than helpful and being a new player I've never felt talked down to in any way. Great guys I would give them a shot, you won't be disappointed. read more