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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.
So I have bought over 15k of DW drums and recording studio stuff from Sweetwater in the last 2 years. I was able to get 24 months same as cash and free shipping. It saved me a lot of money. The customer service is perfect. Sweetwater for life!
Date of experience: July 4, 2017
Very cool guys with a clear understand of the industry and excellent service response.
They may not always be the cheapest but, they back what they sell.
With the 2 years coverage deal and dependable staff, it gives me peace of mind, knowing my investments are covered.
Now that's the type of assurance that keeps me coming back. (going on 2 years now)
Date of experience: April 29, 2018
I've made 3 major purchases from Sweetwater.com now. Products have consistently arrived top of the line. As advertised, shipping and packing are the best in the business.
I've had several conversations with Staff at Sweetwater.com concerning my purchases. The response, customer service, and level of professionalism with these folks is 2nd to none.
I'd personally rate them a 6 out of 5 stars. They continue to amaze.
Highly recommended PM or write me for details on my experiences with them on 2 guitar and 1 amp purchase. Best Music Company I've Ever dealt with online, or in person.
Date of experience: August 4, 2018
I've been singing and playing guitar for 55 years. I know what sounds good, but I never knew much about the equipment that would get me to that sound. The technician at Sweetwater listened to my concern and made a recommendation. He talked me through the set up process when my JBL monitor arrived. Love doing business with this company.
Date of experience: May 16, 2017
I have purchased music equipment online from Amazon, Samash, Guitar Center, etc. Sweetwater is a company I can trust very much. I have purchased audio interface and earphones from them. My salesman John Castro is very enthusiastic and professional, Always answering my concerns or questions in time. I thought the whole shopping process was enjoyable.
I am very happy to recommend this company and Mr. John Castro to everyone, and my friends will also buy music equipment from him.
Tip for consumers:
music enthusiast。
Products used:
audio interface ,headphone
Date of experience: October 12, 2021
Hands down the best customer service in the music gear industry - Every time I deal with these guys, I continue to be amazed by their customer service. You'll usually get assigned to a certain guy who will help you every time that you call. How can it get better than that? I've often called to just ask random questions even if I'm not looking to buy, and the patient phone operators will fully indulge and oblige me. Seriously, much of what I know about gear I've learned from these guys. I'd much rather deal with them than those dumbasses over at Guitar Center, and the loyalty factor will keep me buying from them. I fully endorse Sweetwater, despite the higher prices.
Date of experience: April 28, 2008
A problem developed with the software portion of a product I purchased from Sweetwater. It became of roundhouse of difficulty in seeking a resolution. In as much as my original posting expressed my frustration, I must equally speak out regarding the manner in which Sweetwater Sound stepped forward and took the issue into hand directly and through their technical support, sought out and resolved the issue.
I would consider myself a rather demanding individual when something goes wrong and I am subsequently pleased that Sweetwater Sound persisted in a most professional manner to ensure that I wasn't ultimately saddled with a problem not my own. I commend them for their enduring patience during a troubling situation.
So if you need musical products, I speak here without reservation in recommending this company and its staff.
Date of experience: June 21, 2019
I was looking for a gift for my son for Christmas and extremely pleased with the expert help provided by Mike at Sweetwater. The Orange black stack was a perfect gift and will recommend to anyone that they call them first! Shipping was very fast. It was a very enjoyable and unexpected online experience talking with someone before ordering. Mikes followup call to confirm the equipment arrived safely and was perfect in every way was a bonus.
Date of experience: January 8, 2017
It's awesome to shop with sweetwater; I haven't received my gear yet, but the service I have been receiving from my personal sales Engineer (Keith) is extremely helpful. Always, just after less than an hour I receive email that my Product is already on its way... that only is interesting. Technically, I am newbie to recording world and I have been struggling to choose among thousand alternatives of gears available today, but Keith helped me suggest some great gear that would fit my needs. Living far away from USA was't a barrier for me, since this is the second time purchase, I can confidently shop and receive my equipment as expected. Shopping with Sweetwater is Sweet. I will shop again!.
Date of experience: June 9, 2018
I've went from big name retailers to Sweetwater for the reason above... You're actually talking to real musicians. If you're a drummer, you'll be talking to a drummer, not a sales rep. As a guitarist, I enjoy the help and conversation you'll have with your personal associate... Meaning you'll always be talking to the same person who gets to know you and your preference, and offer suggestions of new products you never knew of... Very helpful. Sorry, my photos are at the church I attend
Date of experience: September 14, 2018
Finding myself 2000k from my home and a sudden chance to record on short notice had me running around for gear, not so common gear. Sweetwater worked on several angles to help me out. It was far more than I've seen elsewhere! Thanks Mason and Jacob! - CPS
Date of experience: September 14, 2019
I read some other reviews that state they had trouble returning their product or getting a refund. I wanted to say this was not my case at all. I was able to receive a refund within 5 days of returning my product and they refunded everything except the return shipping fee. Additionally, my sales engineer was prompt and helpful answering questions about the return process.
Date of experience: October 29, 2020
This is a Great Company to do business with they are very on top of their game with great products and customer service which is A1 in my book. All the service Reps are courteous and always willing to help with all of your needs and not to many companies offer free shipping. I never have to wait long for a delivery. Great Work Sweetwater
Date of experience: April 17, 2017
My name is Rick from South Central Texas. Been playing guitar in various bands since 1959. Recently found Sweetwater on line and decided to try them after a bad experience with a company that I had been doing business for years. Found Sweetwater to be one excellent company! Talked with Derek and what a guy -- ultra clued in to Sweetwater products and one friendly guy like we had know each other for years.Excellent employee. Bought a Fender Twin True Tone guitar amp. Received it 2.5 days later. A great amp and sounds like my big Twin Reverb 65 Reissue but a potful lighter in weight. Sweetwater and Derek...the only ones that will get my business from now on!
Tip for consumers:
Great company
Products used:
Fender True Tone guitar amplifier
Date of experience: June 20, 2023
-Rick, thank you for the stellar review. We appreciate it and look forward to continue doing business with you!
This year my identity was stolen, it's been quite a challenge to secure everything I have, dispute charges and file credit fraud and freeze accounts. My Sweetwater account I hadn't gotten to it yet. Someone using my account ordered some items, the team at Sweetwater didn't process it. I received a email and contacted them. My sales rep. Noticed something was not right about the order. This is the kind of company that looks out for their customers. I will be doing business with Sweetwater whenever I need anything they have to offer. A first class company. I would give them the highest rating possible
Tip for consumers:
Sweetwater looks out for their customers. A real top of the line company with a lot of class. My account Rep Chris F. Is top notch.
Products used:
Ordered two Taylor guitars and some hardware.
I will order items from Sweetwater again
Date of experience: May 25, 2023
I've been ordering music gear from Sweetwater since 2015. Great company, don't pass up their sales people - you may know what you want, but these people exist to help you CHOOSE the best option for you, and they will go the extra mile to advise and inform you. Outstanding buying experience with them, time and time again
Products used:
Access Virus Ti2, Yamaha P515-W
Date of experience: May 12, 2020
I only made a small order, however I got a personal phone call letting me know when it shipped. I ordered it 4 days before Christmas and it arrived christmas eve. I then received another call to confirm I received the items and was satisfied.
Bonus: tiny bag of candy and a thank you note was included. If I ever need ANYTHING even remotely musical... I'm coming to sweetwater. Thank you
Products used:
Guitar picks and guitar tuner
Date of experience: January 5, 2023
My Sales Engineer Austin is awesome! He and the Sweetwater team went way out of their way to assist me in getting the right guitar for my needs. I am very thankful to them. Austin has worked with me every step of the way in selecting the right gear at the right price. He's extremely knowledgeable and offered great suggestions and options.
I just can't say it enough, "thank you" Sweetwater!
Date of experience: June 17, 2020
I've now bought two guitars from Peter, a Taylor and Córdoba. He has treated me not only as a customer but also as a friend. He always follows up on everything and let's you know from beginning to end how things are progressing. But even after the sale is done, he still is in contact to see if everything is going well. I would highly recommend Peter as your sales rep. For Sweetwater items. You won't be sorry and you'll know you have a quality product with his experience.
Date of experience: May 28, 2015
Excellent service from any company I have dealt with. Brad is with me one on one through email and phone calls. I am not just a number but feel like Im part of a team. He has been willing to listen to all my requests and opinions of my music and sound ideas and answer questions on all.
Date of experience: December 9, 2017
Even after 'unsubscribing' and requesting that I not receive further email solicitations, I still get spam from these idiots. I asked corey to cease this unwanted weekly stream of advertising. He claimed he "understood". Did it make a difference? NO it did not. Anybody and everybody sells the same stuff at the same price, if I can't have my wishes respected in regards to my privacy I will do business with a company that does. If your inbox is suffering from a low volume of unnecessary commercial hype this outfit will remedy that problem. I'm done with sweetwater.
Date of experience: March 18, 2019
Sweetwater is a company that values their customers. Over the past few months I've made several purchases. My sales engineer, Greg Titzer made each of my purchases easy. He always goes the extra mile to ensure I'll be happy with my purchase. Sweetwater's prices are very competitive. You can't go wrong with this company.
Date of experience: November 15, 2019
These guys are amazing. I ordered a fender player stratocaster and a couple of guitar cases, and a bunch of accessories. They had everything I was looking for in one place and in stock also wich is totally awesome. I had a few questions and my sales guy Chris was so helpful and professional and answered me realy fast. They have great prices on tons of music gear. I would absolutely recommend sweetwater to anyone looking for there next buy. Trust me you will not be disappointed... thanks again fellas
Date of experience: May 19, 2020
Absolutely love purchasing from Sweetwater! Very knowledgable team who is passionate about helping musicians succeed. I'm currently a pop producer. Songwriter and engineer. My first purchase was an old version of Melodyne about 8 years ago. I've continued to purchase from Sweetwater because their team will do anything to ensure all of their customers have great experiences.
Products used:
Melodyne, Avantone CV-12. Avantone mixcube, Kali LP6 monitors, Martin D-10e acoustic-electric guitar, 3rd party plugins, and I'm sure a lot more.
Date of experience: February 24, 2021
Thanks Spencer, we do pride ourselves on our customer service, and I'm so glad you understand the Sweetwater Difference. If you need anything else, you know where to find us!
- Zach Bloom, Customer Experience
I recently purchased a small amp from Sweetwater.
These people have won me over! The rep took the time to answer my questions. We chatted about stuff. We laughed. The experience was like a breath of fresh air. I will no longer go to Musicians Friend ( they aren't) and the snobs at Guitar Center... well they need to double check themselves because they aren't all they think they are. Just my 2 cents but I'm sticking to it.
Date of experience: April 15, 2017
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.
What separates us from our competitors is our excellent Sales Engineers and management. John will be happy to hear that you are satisfied with his assistance! Thank you for recommending Sweetwater and John to your friends!
-Stacia Brinneman, Sweetwater Customer Experience