Excellent service

I ordered a Martin Dreadnaught JR acoustic guitar which was dispatched and received on the 6th of January. Upon opening it I realised they had sent me the wrong guitar, the older Martin version which is cheaper and has much less features. I spotted this straight away so not sure how a guitar shop didn’t notice the difference. In addition a customers returns receipt with their details on was left in the bag showing they had returned the guitar to the Newcastle store and this should have been removed considering it was being sent out to me and contained customers data which again was rather poor. I called GuitarGuitar to explain the issue and the member of staff Michael couldn’t seem less bothered if he tried, a collection was organised for the next day and DPD collected on-time . The return was then delayed and not due to be back to GuitarGuitar until Friday which wasn’t down to GuitarGuitar which I understood as it was due to the weather.I called and spoke to Micheal again on Thursday, he was again abrupt and i asked if the new guitar could be sent out as the other one was on the way back and had now been delayed. He said he couldn’t as it wasn’t policy. When I then asked if he could reserve one for me incase it went out of stock he again said he couldn’t do that which I found odd as I had purchased it. I asked if I could speak to a manager or someone else as I was finding Micheal rude and unhelpful. He stated he was the only one on the customer inbound calls and he said he would forward my details on to them. I then tried to carry on the conversation and he said “as I have asked to speak to a manager there isn’t anymore he could do for me and put the phone down. I rung back straight away and asked why Micheal had put the phone down on me. I was told this was Tom now speaking who was far more polite and understanding and said he would order in the acoustic from the Martin Distributors and once the guitar is back they will get the item shipped out over the weekend. I don’t understand why Micheal wasn’t able to do this like I initially asked which would have saved time. The weekend passed and still no guitar dispatched to me so I called again on Monday at 5.30 pm and spoke to David who was much nicer and said the guitar was being sent out and had a DPD tracking number assigned to it. He then provided me with this in an email and actually seemed very helpful and understanding. He said he would keep an eye on the tracking and be in touch once delivered. Finally a week later the correct Martin Acoustic Arrived and I’m really pleased with it. I wouldn’t recommend shopping with GuitarGuitar as when there is an issue with your order it takes them a week to sort it out and no one seemed empathetic or understanding that the service i faced was beyond acceptable. I am also still waiting for my call from a manager as writing this review. Hanging up on a customer was shocking, there was no swearing or abuse from my side so I don’t understand the need for Michael to be so rude. The 3 times I spoke with him on the phone he was abrupt disinterested and very rude. Tom and David were much better but I feel the time frame it took for to get the correct guitar to me after their error was extremely poor and not acceptable in the slightest.