EpiphoneReviews of epiphone.com

My guitar arrived broken. First off, they shipped me a guitar with only a piece of barrier paper between the box and the guitar while the guitar sat in a barely padded gig bag. No bubble wrap at all? What kind of company would ship an instrument with only a single piece of barrier paper? Seriously what was the point of even putting the paper in the box at all? It's not an isolated incident either my friend bought a vice city pink explorer, and they shipped his the same way. Second the box didn't even have the word "fragile" on it. Are they really that cheap that they can't spare the ink to print that on the box? Third was the fact that this guitar was apparently actually limited. So limited in fact that they sold out in three days and I can't get a replacement. I can get my money back at least. So, I paid $700+ for an EXTREMLY limited guitar that they shipped to me with no padding in a box that doesn't even say fragile. If they're going to ship me a guitar like that I think it's safe to say that the company doesn't even see enough value in their own products to protect them while they're on the way to the consumer. I've been buying guitars for over 20 years and that was the worst packed guitar I've ever seen. On top of all that you can even find a post on reddit where they shipped another guy's vice city pink guitar like crap and the headstock was snapped clean off. What were these guys thinking?

If zero were a choice for a review, I would give a zero. Epiphron took my payment immediately but I never received the jeans I ordered. I contacted them many times and received generated, non human, responses written in poor English, suggesting I should be patient. Do not buy from them!!!!!

Habe eine Gitarre direkt im Webshop bestellt, wurde schnell geliefert, alles lief gut. Das war es dann auch. Beim Versuch, Kontakt zum Customer Support aufzunehmen, ist seit Wochen die einzige Reaktion die automatische Antwort des Postfachs, dass ein Mitarbeiter sich in Kürze mit meiner Frage befassen wird. So geht das jetzt seit drei Wochen. Null Reaktion, echt unfassbar. Ist aber klar, man hat ja das Geld eingestrichen. Danke, nie wieder!

I purchased an Epiphone Joe Bonamassa 1962 ES-335 (replica of original Gibson) in February 2024 from a retailer. It was obviously shipped from a retail showroom, because the pick guard was covered in scratches and the chrome parts were covered in oily fingerprints and smudges. The retailer did not even bother to clean it up before shipping it to me. I was able to get a small refund as a concession from the retailer for its condition and it was generally in good shape otherwise. Now, in June 2024, the neck has developed cracks along both sides starting at the nut, so I contacted Epiphone support expecting them to honor their guarantee from defects in quality and craftsmanship. This is a practice guitar for me, so it is never out of my sight and I have treated it with kid gloves to ensure it is not damaged in the slightest. When I travel (only locally) with it, I use the custom hardshell case it came with, so there has been no opportunity for me to have caused any damage myself. Epiphone responded: Thanks for reaching out and I'm sorry to hear about your Epiphone Joe Bonamassa neck having cracks. I want to inform you that headstock breaks are generally not covered under the standard Epiphone warranty terms. However, we understand the importance of assessing each case individually. Could you please send the photos in JPEG format? Once we receive the images, we'll take a closer look to better understand your situation. Thank you for your understanding, and we'll be in touch after reviewing the photos. I had already sent them photos but sent them again, and they almost immediately responded: Thanks for providing the photos. While we understand the frustration that can accompany such incidents, unfortunately, these types of headstock breaks are not covered under our warranty policy. The reason for this lies in the nature of headstock breaks, which often result from accidental damage rather than a defect in materials or craftsmanship. These breaks almost always happen due to an unusual amount of stress being forced onto the headstock, and unfortunately, there is no way to really tell if it happened under normal circumstances. Our warranty primarily only covers manufacturing defects and issues arising from normal use. While headstock breaks are not covered by the warranty, if you require repair services or have any questions on how to handle it, please feel free to reach out to the Gibson Repair and Restoration Team. I pushed back saying: Considering I had no control over the guitar on the [retailer’s] showroom floor and it was clearly played while there, I should have some recourse to at least be reimbursed for the cost of the repair. In the less than 3 months that I have had the guitar it has never touched anything other than the wall hanger, a floor stand, or its case, so there is no chance I did anything to cause this issue. I disagree that it is not an issue of a defect or that the damage was not caused by neglectful handling by [the retailer]. I doubt the original 1962 Joe Bonamassa guitar experienced this issue and I am certain it saw much more stress on his tours than this replica that has been treated by me with kid gloves. It is offensive that you would not trust me to have handled the instrument carefully and take responsibility for ensuring my investment in your instrument is backed by your guarantee of quality and craftsmanship. If you have no other offer than for me to seek repairs at my own expense, this is the last Epiphone or Gibson product I will ever purchase. I will take action to ensure your customers and potential customers are aware of this issue and your refusal to make good on your guarantee. I regret being put in this position and hope you will reconsider. Epiphone support responded: I understand your frustration and disappointment with the situation regarding your guitar from [the retailer]. It sounds like you've taken excellent care of your instrument, and it's understandably frustrating when damage occurs outside of your control. It might be helpful to directly reach out to [the retailer’s] customer service department to discuss reimbursement for the repair costs. Sometimes they can offer solutions that might not initially be apparent. I hope you're able to find a resolution that meets your expectations. I also contacted the retailer, who said the purchase was past their 45-day return policy, so there is nothing they would do either. I luckily have a local master guitar builder who should be able to repair it at my expense. I am following through on my promise to Epiphone support to let their customers and potential future customers know of this situation and that purchasing Epiphone or Gibson guitars may be at their own risk.