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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 purchased a bass guitar from sweet water. Shipping was fast. There was a problem with how the guitar sounded. I contacted Sweetwater. Their customer service was great. They offered to reimburse me for the cost of having a local shop work on it. All the guitar needed was a simple adjustment. I will definitely buy from sweet water again, cause they care about their customers
Date of experience: December 22, 2021
Sweetwater customer support was unable to help me. I called Beheringer and they were GREAT. My problem could have been solved if Sweetwater support would have had a schematic of the product. Sweet water is a good company, and I will purchase more from them in the future.
Date of experience: June 2, 2017
They politely informed me about backorder and told me an approximate date of when the second item I ordered will arrive. He also gave me alternatives for the keyboard on backorder. He had first hand experience with the instruments we talked about and gave tips for learning curves and intonation adjustment on the instrument I ordered. Overall best customer service I've ever had to deal with, hold times are short and the technicians are knowledgeable! Thank you so much for your great help and service Ashton Boyd!
Tip for consumers:
Be polite to the technicians and they will help you out a ton
Products used:
ROLI Beatmaker kit and ROLI Seaboard Studio
Date of experience: October 1, 2020
I used to buy quite a few items from these guys guitars pedals etc. but the last time I did I got a pedal and the site and salesman both indicated it came with no adaptor so the guy talked me into buying one, only about 24.99 but when I got the pedal it indeed had the adaptor with it, so all I can figure is they needed more sales or the salesman worked on commission but it was enough for me to not buy from them again considering there are so many others that sell the same stuff at the same price or lower, so just a heads up BEWARE!
Date of experience: December 26, 2013
I can't say enough about this place. I stumbled upon Sweetwater when doing a google search for a new piano keyboard, a Casio PX-160. Not only did they have the best price and free shipping, they added expedited shipping at no cost so that I could receive delivery on a day that I wasn't working. Then because the delivery scheduling wasn't met due to an error by FedEx, they gave me a $100 credit, without even asking! Days later, I ordered software from them that I wanted the next day. Because the sales person noted the previous problem (again, by no fault of Sweetwater), he gave me a discount on the next-day delivery charge. He explained that Sweetwater is working hard to insure customer satisfaction and to grow their customer base. They have a life-long customer in me!
Date of experience: January 10, 2018
I have purchased a number of items from them and I highly recommend that you check them out. Their advise is based on real knowledge of the products they sell, their shipping is free & fast and they follow up to insure that you are pleased with everything.
Date of experience: June 13, 2018
If looking for a Mac, ignore the 24 months no intrest financing advertisement right next to the computers. After the purchase I was informed that it was not 0%. Then if you want to return they will charge you a 10% restocking fee, for me thats $200! Buy from anywhere else!
Date of experience: February 8, 2018
A very good company to do business with and
Great customer support! The Subway D-800+
Is a tonal monster of a bass amp in a 6.3 lb
Package which I bought from Sweetwater, great
Packaging and fast delivery!
Date of experience: May 6, 2017
They truly are the best in the business. I have been dealing with the same person Ed Needler at Sweetwater and he has never steered me wrong. Customer service is impeccable. They always help you with whatever problem you have and they never try to pressure you into sales but truly look for what's best for you. And they're shipping department is the best around. Can't say enough about Sweetwater.
Date of experience: September 12, 2019
Their division between sales and support is very damaging for the customer.
You'll get sales calls that you don't care for. But then if you have to return merchandise, things get more complicated. They don't even have an easy way to get a RMA through their website.
I am really pissed at them. After two years and a few thousand dollars spent on them, I decided I won't buy more from them.
Date of experience: January 16, 2016
My business partner and I, are regular customers with Sweetwater, our purchases and their services is absolutely Awesome...
NICK is my go to guy... you leave emails/voicemail messages, he will get to you. He answers all of your questions. He guides you in the right direction(s), so you can make the right purchases. If you're looking to buy studio gear, I Highly Recommend Nick K!
He hasn't let me down one bit...
Date of experience: July 8, 2020
Sweetwater is amazing I have been a repeat customer for many years. Eddie offers amazing customer service and will send me the links of previous purchased merchandise so that I can ensure I buy the correct product! I will never use another company for headphones.
Date of experience: December 8, 2022
Totally impressed with my shopping experience at Sweetwater and especially my sales engineer, Todd Kitchen. Purchase went flawlessly, happy with the set up, and the guitar arrived on time. I will only will be purchasing from Sweetwater for all of my needs.
Tip for consumers:
Extremely professional with excellent customer service
Products used:
Gibson Les Paul
Date of experience: September 23, 2022
Don't really know where all of those negative reviews are coming from but okay! I've been with Sweerwater for ages now and I've never had one negative experience and that is the tea! Keep up the good work Chuck and the guys! Amazing service.
Date of experience: October 11, 2018
Exceptional company with great customer service and products. Confirmation email was friendly and informative. I got a call from a real live representative letting me know I can call anytime with questions or concerns. My package arrived on time in great condotion, and there was even a thank you note inside with candies. The product was exactly as advertised and the pricing was comparable or better than anywhere else I looked. I will absolutely be a returning customer!
Date of experience: December 20, 2017
Sweetwater goes far above and beyond customer service expectations they are coming up behind you to surprise you yet again with something special (and candy)!
Knowledgeable, aware, empathetic and always on the scene - Sweetwater is THE go to for your musical needs.
If you spend any time near an instrument, do yourself a favor and talk to Sweetwater (shout out to Clint Bransteter). You will be shocked with the quality and attention to your needs.
Do it now!
Date of experience: October 28, 2020
I have been purchasing items from Sweetwater for about 2 years now. When something wasn't in stock, they let me know of a similar product and gave me the option to choose that instead. I appreciate that because it was just a color difference. My other option was to wait 2 weeks, but this was a gift so timing was important. I emailed them back asking if they could put a note in the box or even on the outside saying "Happy Birthday!" I was told they move fast there, but they would try to catch it. And they did! There was a cute Happy Birthday written on the box with balloons. It was so nice I didn't even wrap the box! Thank you for always emailing and giving me updates and asking how my experience was. I really appreciate the service and your turn around time is so quick.!
Thank you,
Karen A - Wisconsin
Products used:
guitar strings, tuner, amp
Date of experience: June 17, 2021
Thank you for the wonderful review, Karen! At Sweetwater we go the extra mile everyday to make our customer's experience amazing! I am glad to hear that your package arrived looking so nice! Our team is dedicated to creating more experiences like yours for future customers! Thank you for choosing and allowing us to serve you!
- Quincee Musselman, Sweetwater Customer Experience
One of the best online buying experiences I have ever had! Things to note:
- they actually called me before finalizing the order just to verify the purchase and see if I had any questions. And when I called back (they had left me a VM) the person who originally called me answered and knew who I was!
- Easy tracking of package as it was on its way to me
- When I emailed them after to receiving it the same person I had started the process with actually replied back and asked me to let him know how the item had I purchased was working out for me.
- the item I ordered arrived as expected, was well packaged and had a nice insert that explained returns, how to get tech help, etc.
I would highly recommend Sweetwater and will be using them in the future!
Date of experience: September 15, 2018
I had never used Sweetwater before for my music needs but I needed a few things and when doing a google search they had the best prices so I decided to give them a try. I have been blown away by their service and attention to my needs as a customer. I don't think I have ever been treated so well by any company and I cannot recommend them enough!
Date of experience: November 28, 2016
Sweetwater is honestly my go to for musical equipment. The customer service is outstanding. I made the mistake of purchasing the wrong update and they were able to refund my money, which was a messy process. Mark Johnson, a member of Sweetwater, is very easy to work with and talk to. I received a lot of products from Sweetwater and every product worked out to its maximum potential.
Date of experience: December 29, 2017
We have had nothing but good experiences with Sweetwater. They have helped us select quality gear for our studio that we started almost a year ago. We had a small budget to work with and they were able to share their experience in Pro Audio and get us in the right direction. We still continue to buy from Sweetwater.
Date of experience: August 9, 2017
Best customer service I have experienced in a very long time. The service I received was very personalized. The representative was extremely responsive and kept me updated along the ordering and shipping process. I highly recommend Sweetwater.
Products used:
Sound equipment
Date of experience: December 8, 2021
I purchased another Gibson Les Paul from Grant Vitek. I've been extremely pleased with Sweetwater in every way! Ask for Grant Vitek. He is extremely knowledgeable and very courteous. A true professional in all departments. He can answer any questions and if your unsure he will always guide in a truthful and honest way. The very best,,,, ask for Grant Vitek@3193
Tip for consumers:
Always buy from Grant Vitek at Sweetwater. Satisfaction is what you will receive. The 55 point inspection is great but they take quick returns and always correct any problems you may have!! Call Grant Vitek *******700 @ 3193
Products used:
Gibson Les Paul, extremely quick shipping. All I ordered from Sweetwater arrives in two days!!! From Indian to Georgia.
Date of experience: December 11, 2020
Received my guitar via FedEx in perfect condition. Waited the 24hr period before opening.
The packaging insured no movement of contents. Opened the case and the D'Angelico 12 string far exceeded my expectations. Removed and played guitar right out of the case. Only a couple of strings were out of tune. No problem, with the built in tuner I was playing in no time. What a joy this guitar is. Such rich tones. Couldn't be more pleased with my selection and the GREAT service from Sweetwater!
Date of experience: March 5, 2023
Great product options with varied prices but James' reaches out. He will talk you through the best purchase. He will text to assure your order is on the way. Sweetwater is great. Having a person, like James, helping every step of the way makes the company exceptional.
Tip for consumers:
Talk to them. They know their stuff
Products used:
Pedals, mics, speakers, monitors, guitars, and of course...I ate the candy
Date of experience: March 12, 2023
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.
Larry - Thanks so much for the kind words for Todd. He is great at what he does and we're very lucky to have him on the team. Glad to hear your new guitar arrived in great shape! We'll look forward to working with you again soon and thanks for the business!