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Sweetwater has a rating of 3.4 stars from 1,193 reviews, indicating that most customers are generally satisfied with their purchases. Reviewers satisfied with Sweetwater most frequently mention customer service, sales rep, and free shipping. Sweetwater ranks 2nd among Music Equipment sites.
This company responds to reviews on average within 4 hours
Sweetwater's customer service is phenomenal! They have a good range of products and with good prices. The guitar we bought was affordable and great quality. It arrived quickly with no damage - it was packed well. I was surprised and impressed to get a call from Sweetwater just a few days after the guitar was delivered. They were just making sure everything was good. That's great customer service!
Ordered some products then the next day A representative reached out and said they were sold out & products would not be available till January and wanted to know if I still wanted them. I let them know I did. They reached back out two days later saying their was a glitch in the website and I could not have the products for the price I purchased them for. I was fished to their website to buy the products on a sponsored advertisement from Google. False Advertising is Illegal. My Wife has got me gear from these guys for years. I have advised her and she will no longer make purchases through them.
I am not fond of online shopping. However, Sweetwater's product showcase, selections in all price ranges, personal care and commitment to customer satisfaction raises the bar when it comes to online shopping. Whether I am buying a $20 or $3000 item, I have complete trust and peace of mind that everything from quality of product to support and commitment by Sweetwater will be outstanding.
Tip for consumers:
Purchase with peace of mind
Products used:
Keyboard, seat, keyboard stand, foot pedal
Date of experience: October 28, 2021
First, I have purchased thousands of dollars worth the equipment from Sweetwater in the past. Over the years their service has gotten worse, to the point that I will no longer purchase from them anymore. I've been through three different sales representatives and they all claim they will take better care of you but nope, they just don't care anymore. IMO, they have gotten too big and don't need your business. I will purchase from other, smaller retailers, who appreciate my business. Bye Bye Sweetwater.
Date of experience: April 6, 2015
I've used Sweetwater for many years for just about everything. More importantly, when my wife wanted to surprise me with an acoustic bass, they were able to direct her to a bass that I may have not considered. It was a perfect fit for me and she didn't know how to get started. Sweetwater did all the leg work and I'm thrilled with my bass. That was 17 years ago and I have been a loyal customer ever since.
Date of experience: December 13, 2020
Continually the best service i have ever had in all departments. I recently had a few items in for repair/service. After the repair i was sent an email informing me of the return shipment. I then realized that my address changed and I did not update it in my Sweetwater account. After a mid panic attack it took 1 phone call for Sweetwater to reach out to the shipper and change address info mid shipment. Thank you so much for the professional handling of all my needs.
Date of experience: May 9, 2021
Hi Kirby,
Thank you for sharing your experience with Sweetwater! We are glad to hear that we were able to resolve your problem quickly and efficiently! We are grateful for your business and look forward to working with you in the future!
-Quincee Musselman, Sweetwater Customer Experience
Paid $23 for overnight shipping. Shipping department still sent it as standard shipping. After several emails finally recieved a call from my CSR. He claimed he would get it sent overnight still for saturday delivery (which was an option at the time of ordering). My package is now in a different state sitting in a shipping facility when it should have been delivered 24 hours ago.
Products used:
DDJ-400
Date of experience: July 2, 2022
Tim - I'm sorry that your experience was so poor, and we appreciate you bringing this to our attention. I want to ensure you are taken care of and look into any improvements we can make. Please reach out to me at justin_dunbar@sweetwater.com, and I'll be happy to dive in.
Justin D. - Director of Customer Experience
Bought a keyboard and stand from them. Friendliest and most helpful company I've ever gotten hardware from. The staff work one on one and are here to help! They've gotten themselves my loyalty for life.
Products used:
Nectar Inpact GXP88, On Stage KS7150 Platform Style Keyboard Stand
Date of experience: April 6, 2021
Glad to hear that Dave! We work really hard to give our customer an amazing shopping experience, and I am happy to hear you are getting to know the Sweetwater Difference! We look forward to doing business with you for hopefully many years to come!
- Zach Bloom, Sweetwater Customer Experience
Every time I've worked with Sweetwater, their customer service, product knowledge and quick service have proven to be exceptional and exactly what I would do for my customers if I owned that business. I can't say enough about how they are "THE" company to deal with for all your musical/podcasting/meeting needs.
Thank you
Tip for consumers:
There is nothing you need to know, they are super knowledgable and have excellent service and support.
You won't regret using this company.
Products used:
Headphones, Microphone, RCA connection for Berhinger EQ
Date of experience: December 18, 2021
I placed an order for $400 worth of equipment and received the order confirmation email. Since it was Christmas presents and I had an issue with Sweetwater screwing up an e-giftcard last month, I emailed them 4 days later to confirm that the order was processed. The next day I didn't receive a reply so I called them. The worker punched in my order number and told me their fraud department tagged my order as fraudulent and cancelled it. No one bothered to email or call me. Thanks for nearly screwing up Christmas, sweetwater. I placed the identical order with Memphis Drum Shop and they shipped it the next day.
Date of experience: December 19, 2018
Sweetwater replied quickly and gave great feedback on products. Choosing the best product for your needs can be confusing but with the help of Ian and Zack the process was simple and easy.
I will definitely be purchasing more products from this company.
Date of experience: July 26, 2020
From start to finish I have nothing but good things to say about this company. The website was easy to navigate, the prices are reasonable and best of all my grandson loves his new drumsticks. And the turnaround time was above expectations. I had the drumsticks within two days so I did not have to worry about not having them for my grandson's birthday. I will be shopping here again.
Products used:
Signature drumsticks
Date of experience: February 2, 2023
Every part of my shopping experience was perfect. The staff is very knowledgeable and friendly. The website has an insane amount of information. I will buy all of my equipment through them from now on.
Date of experience: March 7, 2019
Awesome Pricing and customer Service! I ordered drumsticks and Zack called me to make sure I was happy with my order! That's unheard of from any other on-line place. Sweetwater is now my "Go-To" Place!
Date of experience: November 26, 2018
I recently picked up my 12 string Rickenbacker that needed neck work done and a complete overall inspection so it played as well as it did in 1967. Sweetwater is THE place to go. The luthiers at Sweetwater are very awesome. Their work is impeccable! I also purchased a Ultra Stratocaster HSS from Sweetwater and the whole experience was perfect. The people at Sweetwater know their products well... true professionals.
Products used:
Guitars
Date of experience: April 26, 2021
Those are both killer guitars Bill! I've had my eye on a very similar Rickenbacker for a while! Glad you are loving those guitars, let us know if you need anything else!
- Zach Bloom, Sweetwater Customer Experience
Got a sales rep assigned to me who offered to help with product choice and get me the best price possible. He was supposed to know what he was talking about. He recommended inappropriate products and also overcharged me. I didn't find out until later when I went to the product's website where the price was substantially lower! Stupid of him to do that because now I won't buy from them anymore.
Date of experience: December 2, 2017
Professionally packed and shipped and always on-time! The only dealer that gives me my own Sales Engineer that knows me and what I like! I've been treated as a valued Customer no matter how big or small my purchase.
Date of experience: October 19, 2020
Being a professional singer/songwriter/entertainer
I put a lot of demand on my gear.
And I expect that same quality
From the companies I deal with.
This is why I make Sweetwater my number one.
Only at Sweetwater will you find the best
Customer service, as well as
The best gear at the best prices.
Hands Down.
Why shop anywhere else?
Tip for consumers:
Why shop anywhere else?
Products used:
Pro audio
Date of experience: January 26, 2022
As an old man I decided to start learning to play the piano. I needed a keyboard and earphones and more so my wife does not have to endure the pain of listening to my practice. I needed help on the website and typed my question - ended up talking to Max Rice who was extraordinarily helpful - and even followed up by email regarding the purchase. This is a very nice personal touch and made me feel I was in a store - not on just on a website. You gave the word "customer" service real meaning!
Date of experience: November 28, 2018
I bought a guitar case off of Sweetwater for a birthday gift for my roommate. Unfortunately it was the incorrect size as I did not do my research before purchasing. Simon was the representative assigned to my order. I emailed him asking how I could return it. He not only provided a return label to ship it back but helped me figure out which case I needed and got the ball rolling on the replacement. He was so friendly and his customer service was beyond outstanding. Every company needs a Simon. He is so professional and efficient. Thank you Simon for making my experience amazing. I will forever return to Sweetwater for all of my products. You are a gem.
Date of experience: July 17, 2020
Service is phenomenal, as is the follow up. I got an entire drum set and cymbals in 3 days with free shipping. There was a small issue with one of my drums (it was a used kit) and they have been tremendously helpful in remedying it.
Date of experience: August 8, 2019
When my bank was screwing with my money they delayed it 7 days after I processed my order. I contacted Ed Needler, and to the least he is an awesome guy. I told him my situation and he kept my guitar on hold until everything was sorted out. It shipped to me today. I am very appreciative. I will be buying more from the site!
Date of experience: February 3, 2016
These people are so helpful and so one on one. I see no reason to go into a shop now. Got good advice on strings. They may have been a dollar higher but their personal service is worth it! Forget that I was only buying strings... they treated me like I was buying something major!
Date of experience: June 4, 2020
The order was fine and I got my product intact, but the emails, they won't stop. I clicked unsubscribe many times, I've tried blocking them. I don't know what it will take to stop the ads they send but this certainly wasn't worth a simple online order. This bombast should be banned.
Date of experience: May 6, 2022
Hudson - Thanks for the review and feedback. That is concerning to hear and I'm very sorry for amount of communication you've received and for the trouble getting it stopped. We truly want to tailor the experience to best meet your needs and that includes communicating with you as much or as little as you'd like. Please email me at justin_dunbar@sweetwater.com and I'll be sure to remove you from our mailing lists etc. Sorry again for the trouble
Justin D - Director of Customer Experience
I work with IsRael all year long and he is awesome! Always gets everything sorted out for me and keeps my husband's band on stage with all the best equipment. The one error we've ever had was corrected faster than it took for me to find it, that is awesome customer service!
Date of experience: December 21, 2016
I ordered a microphone for ~$2000 and it got lost in the mail. The company put the onus on me to find out where it ended up. It's been 3 weeks and I still don't have it. I am not impressed at all with the customer service and will not order from this company again. They used to be better.
Date of experience: June 28, 2018
Stop sending big box full of plastic garbage for a single string set that fits in a simple envelope and sweets are hurting the people diabetes problem in the USA, send them a tea bag instead like other resellers do as a thank you
Date of experience: October 8, 2020
Sprawling megastore featuring high-quality musical instruments & studio recording gear.
How do you go from a portable 4-track recording rig in a Volkswagon bus to being the nation's leading retailer of professional recording and music equipment?
Chuck founded Sweetwater as a recording studio in Fort Wayne in 1979. The business was first located in his home on Getz Road, then moved to a subsequent home on Bass Road. Initially the fledgling company focused on providing recording services to local and national artists and businesses.
Two things prompted the leap from recording studio to music retailer. The first was Chuck's frustration with being unable to find a reliable, knowledgeable music technology retailer. Prices were outrageous, and after-sale technical service and support for the sophisticated electronics he used in his studio were non-existent.
Then, in the early 1980s, the revolutionary Kurzweil K250 appeared. This groundbreaking keyboard gave musicians and composers access to realistic orchestral and other sounds, opening new possibilities for music composition and performance. Chuck created his own sound library for the keyboard, and quickly gained a national reputation as an expert at programming the instrument. Renowned musicians such as Stevie Wonder, Kenny Rogers, and other top names began consulting with Chuck, purchasing K250 factory options and upgrades through him. Recognizing the industry's need for a new, dependable, customer-oriented approach to the musical instrument and professional audio sales channel, Sweetwater became a Kurzweil dealer to fulfill these requests.
As Chuck's expertise became known and the industry grew more sophisticated, those original K250 customers returned again and again for product advice. The company began representing more product lines, and rapidly developed and implemented its unique philosophy of relationship-based selling — treating customers as friends —and unmatched pre- and post-sale customer service.
Sweetwater's primary emphasis quickly shifted from recording studio to music retailer. A new building was constructed on Bass Road and was expanded four times to keep up with the skyrocketing growth of the company. But even that wasn't enough, as the company quickly grew to nearly 220 employees. In late 2005, Sweetwater began the process of moving to their new headquarters, located at the intersection of Kroemer Road and U.S. Highway 30. The location's 38,000-square-foot building will be expanded to a total of 150,000 square feet with the addition of a 40,0000-square-foot state-of-the-art distribution center, a rich-media auditorium and recording studios designed by world-renowned acoustician and studio designer Russ Berger, and a technical training center on a 44-acre property that will allow plenty of room for Sweetwater's massive projected growth: 175 additional full-time employees and $150 million in annual sales by 2009, and $180 million in annual sales and 450 total employees by 2010. Most recently, $1 billion is annual sales and over 2000 employees by 2020.
Today, Sweetwater is recognized as one of the most successful and fastest-growing music retailers in the nation. The company has been named to Inc. magazine's list of the 500 fastest-growing private companies three years in a row, and has received the Music Inc. magazine REX Award for excellence in retailing.
Hi John, it seems you really had a great experience with us and we greatly appreciate you taking the time to comment! We do want to provide the same level of customer service and peace of mind to anyone who interacts with Sweetwater! Hope to see you again soon!
-Keith Holman, Sweetwater Customer Experience