I have been trying for more than 1 week to make an official complaint to the ombudsman or similar dept without success.
Please see my letter below to the Guitar Center customer service:

Dear Mr. Lawrence,

I live in Brazil and I have been a loyal GC customer for more than 3 years. I travel round 2 to 3 times per year to the US and whenever it is possible I stop and buy products from your stores. I already bought from Las Vegas, NYC, Hollywood, Edina, Salt Lake City etc and never had problems before with any of your stores.

This time I spent the total amount of US$ 672.54, US$ 312.80 (attached orders #6174107 and #6174110 ) ordered by internet and delivered to the La Mesa Store in California, US$ 13, 12 in the La Mesa Store and US$ 346, 62(receipt attached) in the San Jose Store.

With La Mesa Store things went pretty good and what I would like to complain is about the San Jose Store.

I am attaching an excel spreadsheet about the list of products intended to be bought in the San Jose Store.
My main item was the Fender SKB Molded Case- Strat-Tele Right and Left Hand, code #104785118. I had checked before the availability of that item in that particular store by the net. To sum up, I ended buying 15 items from that store, as you can see by the attached receipt.

Firstly I had to wait almost one hour in order to get the case. They said to me that checking the stock they had 4 of this item at the store, but they made me wait almost 1 hour to get it. But that was nothing compared to what was about to happen:
1. As you can see looking at the excel file, it was perfectly clear that my order for the electric guitar case was for the fender one, code # 104785118. If you check the GC receipt (last item), you can see that it stands for a similar brand (SKB), probably code #541664, configuring this way a Badwill of the San Jose Store employees. So after a wait of almost one hour they gave me the wrong product and did not even tell me that it was replaced!
2. To make things worse and to my surprise, when I get home and tried to accommodate my strato inside the case, I realized that it did not fit. If you could take a look at the attached photos, you could find out that although the case is described in the GC receipt as a Strato/Telecaster Electric Guitar, I was given a Bass Guitar case (probably code #100241436), that unfortunately for me is useless. In this second episody, I really don´t know if it was Badwill again or incompetence of your employees.

I consider this an absurd! Guitar Center really let me down and I would like to know specifically what can be done to solve the problem that you have created.

Sincerely yours,

Roberto Braga