Guitar Lounge Reviews 

Great customer support. They inspected the ordered intstrument before shipping it to me and pointed out some imperfections. Great response time.

AVOID THIS STORE. TERRIBLE EXPERIENCE.

They took my money, never sent the guitar, and now I’ve been waiting for a refund for months. Endless excuses and delays, but no money back.

Absolutely unacceptable way to treat a customer. I deeply regret buying from this store and would never deal with them again.

No guitar. No refund. Just problems. Avoid.

I have now had to escalate the matter through the payment provider and American Express because Guitar-Lounge has failed to resolve something extremely simple: if you cannot deliver a customer’s order, return the customer’s money.

This has been one of the worst online shopping experiences I have had.

Based on my experience, I would not trust this store with another order or another euro of my money.

If you are considering ordering an expensive guitar from Guitar-Lounge, I strongly suggest reading recent customer reviews first and thinking very carefully before paying.

Update.
The truth, Mr. Pohn, is very simple: American Express handled this matter extremely well. They formally opened a dispute and chargeback process and refunded the full amount to me on the very same day.

So, as of today, you no longer owe me any money personally. From this point forward, you will need to deal directly with American Express and PayPal regarding this transaction through the ongoing dispute and chargeback process.

As far as I am concerned, this matter is closed, and I see no reason for any further communication between us.

Guitar Lounge is one of the most trustworthy music shops in Austria which offers a huge catalogue. I had a delivery issue due but Mario professionally solved it first hand by directly contacting with me. I have ordered an Ibanez Gibraltar bridge replacement which arrived mint, I am very happy about it especially when you consider the price they offer these days guitar lounge was cheapest option!

Good price, very rapid delivery. Staff very help full sorting out problems

Great comunication . Fast shipping

I needed a replacement tailpiece for an Ibanez archtop guitar. Guitar Lounge was the only place I could find worldwide that could help me find the exact one I needed. Ordering and payment from website was easy. It took several weeks delay get the part from their distributor but they expedite shipped it to the USA without delay. I highly appreciate their immediate replies to my inquiries about my order. Thanks again Mario!

[Update September 2026]: They still haven't refunded me or sent me what I paid for, they still ignore any message or letter AND THEY TRIED TO GET THIS REVIEW TAKEN DOWN AS "NOT GENUINE".
I sent the information (proof of purchase) that Trustpilot asked and they validated that it is indeed genuine, hence the "verified" check mark.
They have the time to answer positive comments, but issuing a refund is too difficult it seems.

The worst experience I've ever had in 20 years of web shopping, I genuinely feel like I got robbed and will have to go the legal route to try and get my nearly 1800€ back.

Let me start with some numbers so that you know what I'm about to describe:
At the time of writing this, I haven't received any response on their part for a month despite multiple emails, a phone call (that went straight to voicemail) and me filling the form for the cancellation of the order.
Guitar ordered about 8 months ago, its availability was listed as 1 to 2 months when I did. 4 estimates for a shipping date missed. 58 emails between me and them, 22 of them went unanswered including my last 5 and filling their cancellation form.

I'm now at a point where I'm going to get legal services and lawyers involved because they refuse to honor the cancellation and refund request. I'll update this review if they finally decide to honor the refund, but until then...

To keep things readable (because there's no way to describe the situation without writing a 1000 word post), here's a simplified summary: 

I ordered a Schecter Ravendark back in early October  2025 for around 1770€ with a stated availability of 4 to 8 weeks. I emailed them around the 17th to have a more approximate date (to have a rough idea of when I would have to be available to take delivery of the package). Got an answer that they'd get it around October 30th-November 5th, well within the stated delivery time so all's good.
I contacted them on November 5th as I have no news about the situation. After a month and a half of back and forth (with me often having to email them 2 or 3 times to get an answer), I'm told that they'd get it around the end of January. I send them an email on December 19th, but never got an answer to it.

Fast forward to January 26th, still no news so I wrote them another email followed by another one on January 29th as I got no answer. Some more back and forth later, they tell me that the distributor "promised" them an answer by February 4th. I finally got an answer (again having to email them 2 or 3 times to get an answer) on February 19th that it would arrive on week 18, but could possibly be on week 10 as they would receive a big container that week and the guitar could be in there. 

Fast forward to April 8th (after once again a lot of back and forth and me requiring multiple emails to get the information), I'm told the following (direct quote):

"the guitar is coming in at distributor end of week 16.
They have confirmed there are no more delays.
So a few days for their quality control and preparing for shipping to us later it´s here!"

One month and four unanswered emails later and with no guitar in sight, I get the following email on may 4th (direct quote again):

"Just spoken with sales assistant from distributor.Guitar arrived last Thursday at them.
They ship it out tomorrow or on Wedensday so the wait is over!!!
The moment it´s here I´ll let you know and prepare for shipping to you....."

This is the last email I received from them, a month ago. Since then I sent them 5 emails, filled their online form for cancellation and refund of my order, I even tried to call them but to no avail.

I have no choice but to look into legal options now.

They might answer to this review saying that I've been unpleasant or unreasonable, but let me preemptively address those:
First, I never insulted them directly in any form. I only started using the F word to express my anger with this situation (e.g. "I'm so f****** tired of this situation") in may, so 7 months into this whole mess. I don't think anger is unreasonable at this point.
As for the unreasonable part, it will reference to the fact that I sent an email on May 1st complaining about not getting response, to which he answered on the 4th that it was a holiday in most of Europe so a lack of answer was to be expected... Except I sent them an email on April 27th which isn't a holiday, nor are the 29th and 30th. Yet I didn't get an answer those days either.

I recommend staying the hell away from them.

DO NOT BUY FROM THIS STORE

I hate to have to be writing this review…

This guy scammed me for 1200 euros…
I bought a guitar I couldn’t find anywhere else from his webshop. Sadly due to personal reasons I had to cancel the order.
Since I felt bad for the owner of the shop I didn’t put any pressure on the fact that it was taking a while for him to refund the money.

This happened back in February and currently it’s may…
Almost 4 whole months of really bad communication, no proof that the money has been sent and at this point full on being ignored.

I’ve now gotten into contact with the ECC in the hopes they can help me get my money back since the owner of this store doesn’t seem to care enough…

I can’t warn you enough not to buy here.. bad communication and just no service whatsoever.

Find a good instrument somewhere else!!!!

I don't get the many 1 star reviews. Yes sometimes it can take a couple of days or even weeks untill the order is sent. But is always arrives and they respond quickly if you ask how long it will take. Also the information on the website shows delivery times.
This shop sells very specialist stuff and they have everything I need for my (vintage) Ibanez guitars. All original parts. It is the only shop in EU where I can buy this stuff.
Sure the webshop could give some more information about certain articles, but if you know what you are buying it is no problem.
So stop wining everyone and show some appreciation!

I ordered an electric guitar bridge saddle....quite impossible to find in Italy. the shipment was delayed due to distributor problems, but the assistance provided by Guitar Lounge personnel was excellent. thank you.

Perfect. Emailed with questions on stock, availability, and price, as was ordering from overseas.
Reply was concise, friendly and quick.
I decided to order, and was kept up to date with the progress of the shipment perfectly.
Item has arrived on time, and safely.
A stress free process, seems a great shop. Would definitely use again.

Great local shop! So good to have an actual brick and mortar guitar store, where you can just walk in and get help and gear at will. Staff is always very helpful and accommodating. Have always had all my needs attended to. Which is why I keep coming back.

It took a while to receive the part I ordered, but it did and it was real Hard to find.

Serious store, of course parts from Japan takes time to come. Have to be patient. But no comunication troubles with seller when needed him. I recommand. David

I´ve ordered a guitar which was hard to get.
The arrival of the guitar was delayed 2 times from manufacturers side. Guitar-Lounge was very helpful and asked all my questions and concerns during the waiting time.
Finally I´ve got my guitar and I´m super happy. Thanks for the support from ordering until I had in in hands.
Can´t understand why other customer had these troubles.
5 star deluxe.

I ordered ESP guitar in this shop with the delivery time 10-20 days. It was on February this year. It's been over 6 months and I still haven't got the guitar. At first the shop replied me and promised me every time the guitar will be shipped. Now for 2-3 months they are not replying any of my emails and have not refunded the deal. Avoid this shop.

..............

Mario from the shop finally replied me only after this review. He promised that there is no problem with refund. And then...disappeared again of course! Still no refund and no reply again...

Update 23 september 2025:
Ok, I was surprised actually but the Ibanez Tremelo part was delivered this afternoon. Package was well sealed and the part seems from Ibanez, so all good.

To be fair to Mario from Guitar Lounge I'll change this review to a positive note with a 4 star rating and removed the last line of the original post. Not gonna give it 5 stars due to the immense shipping delay. I value quality above mailing speed (this part is hard to get) but i prefer the raw message instead of the promised 10 days. Anyway, despite the delay still a happy customer here. I'll order here again if i need another weird guitar Ibanez part.

Update 1 september 2025:
Got a message from Guitar Lounge today stating that the product is in backorder and expected this or the next weekend.
For now ill give them the benefit of the doubt and rate them 3 stars instead of the initial 1. Ill get back to this after the next weekend.

August 2025
Ordered an Ibanez bridge part with a delivery period of 4-10 days. Havent heard from them after a month. Didn't got a reply on my email except an out of office reply stating the shop has limited openings hours due to the holiday. My purchase didn't cost a ton so I consider this a minor loss and good riddance to guitar lounge.

Update: Refund paid.
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Update: I have now been waiting 54 days!!! for my €2,030 refund. Instead of paying, the store keeps delaying with excuses, ignores my reminders, and the owner even blames me for cancelling my order in a very aggressive and rude way. So that’s why I am now taking legal action to get my money back.

———————————————————

After almost two months and many polite reminders, I have still not received my refund. No reply from the shop. I am now taking legal steps to recover the money.

Do not buy from this shop!!!!!!
Ordered a 2000+ guitar on 02.05.2025 estimated delivery was 27.05.2025, i asked like 3 times very friendly and polite for some info and they got angry telling me that they will come back with info next day , this was happening on 04.06.2025 , after that they disabled the Reverb chat and didn’t respond to any phone call, today 22.06.2025 Reverb refunded me as they didn’t answer to Reverb either.
They take your money and don’t give a shit , I waited for almost 2months for a guitar and they didn’t give a shit about me , if it wasn’t purchased by reverb , my money would’ve been goodbye.
Worst experience in my entire life!!! Customer service and politeness doesn’t exist,
I have some businesses myself and I treat my customers like they own me, and very very polite,
Shame on you Guitar lounge, you pissed on me !!! And gave no information for 2 months and I’ve lost the opportunity to buy the same product from a local store in my country!!!
I would give you -100 stars if I can.
Goodbye and happy bankrupcy quick .

I had fears about ordering from some negative reviews and from the fact that the guitar was not in stock, but I still made the order because nowhere could not find the same guitar (LTD H3 1007 Left handed)
The seller said 10-20 days for delivery. The order was placed on the 4th before the weekend and on the 12th the seller had already posted a photo of my guitar on his Facebook page (I could see what I bought)
On the 16th the delivery man knocked on my door. Considering that there were 2 weekends between the order from the dealer and my door
Everything went very well and the seller actively responded to my messages from start to finish.

Thanks again