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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.
Vern@ sweetwater reached out when order was first placed. There was an issue with the delivery of the pedal and pedal was returned. Vern reached out again to see if I still needed item. Reshipped package with quick delivery and even included some sweet treats (candy). Awesome experience from start to finish. I will buy everything else needed from here
Date of experience: July 28, 2023
Been buying my music equipment through Sweetwater for years and never had a single reason to be disappointed. Always fast, courteous and competitive pricing. Every product I have ordered has arrived in great condition and ships quickly. And they always have some candy included! Scott Augustyniak keeps track of my orders and has helped with insight on the product offerings.
Tip for consumers:
Give them a call. Outstanding help, great prices and excellent job with pack and ship.
Date of experience: April 4, 2017
Amazing personal service for a online seller. Guitar setup was perfect one my Ibanez baritone. They made sure I was happy with all my purchases from them. Be sure to talk to the sales rep to make sure your purchase will do what you hope it will do. I bought an amp that wasn't compatible with acoustic guitar just from looking at the ad and a couple of videos. But Sweetwater made it right by exchanging it for an amp that is compatible.
Edit there is one annoying thing about Sweetwater. Sweetwater follows you around the internet with very annoying flashing ads. This is irritating enough for me to subtract a star.
Date of experience: September 5, 2019
This is a company I trust to have a fair price, and sell quality equipment. I don't want to have to do an hour of research to figure out if whatever I'm trying to buy is actually just a piece of junk from a scam seller especially when its just a capo or a tuner.
Products used:
Tuner
Date of experience: February 16, 2021
Superb customer service received from Jake Landi. The MIDI product he recommended was perfect for my son's needs. Kenny in tech support was extremely eager to assist in getting the MIDI properly connected to the DAW.
Before going to Amazon or any other online retailer for any musical equipment needs, I highly recommend that you give Sweetwater a chance. It only took one call to experience the difference... will be back in the future as my son's musical needs evolve.
Date of experience: January 2, 2019
Bought my first guitar from sweetwaters. A Jackson which I could not be more pleased with. Had the Plek Pro Fret Adjustment done too. Very happy. But somehow whammy bar didn't make it. I let Johnathan know and 3 days later I have the bar. Awesome service. No argument just sent. This is my home from now on. I did not know how nice a bar it is and can't wait to try it. ( and the treats) that came with the bar. Whoever is running customer service has their act together. Thanks Sweetwater for nice service all the way.
Date of experience: June 29, 2023
Weather a small order or large Sweetwater gives the same great attention to detail and service to their customers. Phone follow ups, assigning a service coordinator to your orders, and helping solve problems make them a top notch music supplier. You'll not find a better partner for your music needs.
Products used:
acoustic guitar and accessories
Date of experience: May 14, 2021
Hi Mike,
Thank you for sharing your experience! We strive to make sure, no matter the size of the order, that every customer is given the same attention to detail during their experience with us. Thank you again for the kind review!
-Quincee Musselman, Sweetwater Customer Experience
I've been doing business with Sweetwater for just about everything from picks to mixers, guitars, mics, studio software... everything. My sales rep, Robby Resnick is responsive, professional and knows his stuff. He has come to know my studio as well as I do and always guides me in the best directions on every topic. I applaud Sweetwater, Mr. Resnick and the whole team there.
Kelly Winters
Burlap Studio, TX
Products used:
microphones, cables, Gretsch guitar, Presonus StudioLive 16 mixer/console, Creation Station computer, JBL nearfield monitors, lots of guitar strings, microphone cables, guitar stands, snare drum, drum sticks, more.
Date of experience: May 7, 2020
Sweetwater is my go-to online retailer for music gear. The only pieces of gear I haven't bought through Sweetwater in the past year or two have been boutique effects pedals that they don't carry. I like to support my local brick and mortar stores too, but with interest-free financing (provided you make the payments on time) Sweetwater is pretty much impossible to beat. I've been able to get gear I wouldn't otherwise. The key is to keep to the payment schedule. It's worked really well for me.
Date of experience: March 15, 2017
I am a professional musician, performer, producer, educator, and composer and sweetwater has been there for all my needs. My agent, Nick Church always has been very supportive with all my questions and request. No need to go to another store, and the best is that I don't need to leave my home because they have an excellent online service
Date of experience: July 3, 2017
These guys are something else. Not only do they have competitive prices here & there but they assign you a personal sales engineer when you sign up. You don't have to talk to them when you wanna buy something... you can talk to them about music production, or you can just shoot the hay with them about anything at all (As long as it's appropriate, of course. Don't call them up & be like "Gee this hemorrhoid is really kicking my butt right now!")
Also they send you candy with every order. And my personal sales engineer actually emails me every month to see how everything is going. Honestly, my own family doesn't even do that. Nobody does that. Nuff said. Check these guys out.
Date of experience: December 20, 2016
Incredibly friendly, helpful, and honest people for music. I was personally reached out to multiple times from a real person before and after my delivery. Very insightful input on my purchase and on future deals. I plan on using SweetWater exclusively in the future.
Date of experience: June 18, 2020
This company is amazing! I ordered guitar strings. So reasonable and free shipping! Came in a couple of days with a small bag of candy to say thank you for ordering! I was so impressed! I will never buy my guitar strings anywhere else!
Date of experience: July 21, 2019
The people at Sweetwater are great to deal with. Very helpful and never pushy. Their showroom is awesome. I have recorded there, the studio is well equipped and the staff know how to make you sound good.
Date of experience: December 23, 2018
I have always received my products in perfect condition. The prices are right and financial offers to pay off the items are perfect with out any arp rates. Any returns are easy to receive a return shipping label and sent back by UPS or fedex. TJ my personal sales rep is always available for myusic needs. Thanks sweetwater, Your the best
Date of experience: February 21, 2020
Ever since my son, Recommended Sweetwater to me, I have been a true fan of this store. My sales engineer, Chris Leonard, is very knowledgeable regarding all the products I have purchased over the years. If I could give six stars I would give six stars. I recommend this place to anybody, and I don't just recommend just to recommend. My last purchase was four Shure 300 Pro in-ear monitors. Great product.
Products used:
Professional audio equipment
Date of experience: February 26, 2021
Thanks Frank, I will make sure to pass along the 6th star to Chris! He is great, and I'm glad you get along with him so well! Chris is really knowledgable and a hard worker, he really cares about every customer! Have a great day!
- Zach Bloom, Customer Experience
I never received my order, and when I called Sweet Water to get this resolved, their response was "you need to file a police report before we can issue a refund". Really?! That's your best customer support?! How about you send me proof of delivery and actually help me locate the order I BOUGHT FROM YOU. You guys are pathetic. I'm set back about $200 and nothing to show for it. To anyone buying from them, BEWARE.
Products used:
I DIDN’T RECEIVE MY ORDER. I GOT SCAMMED BY SWEETWATER.
Date of experience: February 8, 2022
Hello, Roberto. I am sorry to hear about this recent experience with Sweetwater. We always strive to do the right thing, and I'd love the opportunity to make this right. If you could email me directly at justin_dunbar@sweetwater.com, I’d be happy to help you get this issue taken care of.
Thank you for reaching out.
Justin, Sweetwater Customer Experience
Extremely poor customer service. I ordered from them a phantom power supply. They canceled the order without asking me anything, lost the fees for the bank and PayPal. Poor website design with no warnings for international customers. When asking what it happened I got the typical corporate reply. No effort whatsoever to solve my inquiry. Obviously I will never buy anything from them... you order, they take your money, process, send you confirmation... only the second day to cancel it without any warning.
Tip for consumers:
Just do not buy from this people, extremely poor customer supply.
Products used:
xlr power supply phantom power 48 v
Date of experience: May 1, 2022
Lucian - Thanks so much for reaching out and for the review. This is truly painful to see and I'm very sorry for the poor experience. I'm truly not sure what happened, but clearly something went wrong. I'd love a chance to dig in and help get things back on track, so please reach out to me at justin_dunbar@sweetwater.com and I'll help in anyway that I can. Sorry again!
Justin D - Director of Customer Experience
Bought the product and waited for an email receipt which never showed up. When I called a few days later, the salesman blamed another salesperson. I explained that all I wanted was a conformation that I made the purchase. Minutes later someone emailed me. I'm frustrated and angry over such a simple request. When givig out bank numbers over the phone, you would hope someone doesn't take that lightly in this spam-oriented world we live in.
Date of experience: June 2, 2014
I've only ordered from them twice but both times my order was shipped speedily and arrived intact. I wasn't sure how to get a buzz out of the first item but only one phone call and we worked it out over the phone, no more buzzing. I will be recommending them to every musician who needs equipment
Date of experience: June 12, 2020
I can understand how things get lost in the post. It doesn't make it ok but still I get it.
But to lose an order that simply has to be emailed... You have got to be joking me!
Then when I contact the 24/7 Customer service technical response service their website boasts about, they tell me my problem can only be fixed in business hours. Whats the friggen point then?! When I tried to start a dialogue with this support person: Mike Harris, my responses were never replied to. NEVER AGAIN
Date of experience: December 20, 2015
My experience with sweetwater started after a good experience with another retailer who couldn't acquire my guitar of choice. Ashton was outstanding through the entire process. He located the guitar, kept me updated and flowed through with every phone call. All the staff was beyond pleasant at every step. I wouldn't hesitate to work with them again. Dial 1708 and talk to Ashton right away. Thanks man! You guys are awesome!
Date of experience: January 23, 2021
Incredible! Thanks for the great review Andrew! I know Ashton works really hard to make sure all of his customers are completely satisfied. Make sure you give his number to your friends too so they know who to shop with!
- Zach Bloom, Customer Experience
I purchased a DAW (digital audio workstation) for a home studio from Sweetwater primarily because they explained that their service & support was unparalleled. When I had my 1st and only question they ran away from my question claiming they don't offer "training"! Well, you know, every question is a how-to question so technically they don't have to answer any questions, right? B&H had better deals but I was suckered by Sweetwater's service pitch. Hope this was helpful.
Date of experience: December 6, 2014
I just purchased several pieces of equipment to set my home recording studio for voice over work. The experience working with Sweetwater was exceptional. The technician, Brandon, was very knowledgeable and helpful in selecting the best equipment in the price range I was looking for. I ordered them on Saturday afternoon and they were delivered on Tuesday. I am pleased with the equipment and the performance. On two occasions I had questions on the setup procedures and I was able to reach support quickly and got the questions answered. I will definitely work with them again.
Products used:
Microphone, Headphones, Audio interface
Date of experience: January 24, 2022
I've had nothing but great service and products from Sweetwater over the last 4 years and will continue to purchase from them. My Sales Engineer is very knowledgeable and very helpful through the entire process. Spent about $3500 on a sound system and couldn't be happier with the equipment my SE helped me pick out. Definitely a return customer as they are very competitively priced and with free shipping I couldn't be happier!
Date of experience: June 27, 2018
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.
We are glad to be a place you can trust! We try to sell the best products out there, but it helps knowing that if you do have a problem, our tech support team will be there to help get it fixed! If you ever have issues, even with your capo, call them at 1-800-222-4700 ext 6400
- Zach Bloom, Customer Experience