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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.
Sweetater is great to do business with, I received my order within 2 days during the busy Christmas season! They even called to thank me for my order and to let me know that they are there for me to answer any questions. Highly recommend this company!
Date of experience: December 28, 2020
I placed an order with Sweetwater and immediately received a call. The representative was pleasant and I was assured of a smooth transaction.
The purchase was quick and effortless. I needed a Taylor 800 series guitar before Christmas and Jon was instrumental in insuring I had the instrument Christmas Eve. Shopping through Sweetwater is almost as good as actually handling the instrument because they take quality photos of the actual instrument you will be buying (serial numbers). I knew what the Taylor model and serial number were when I bought it. Sweetwater will be my "go to" store for buying instruments. I have also ordered smaller items and accessories and they also arrive fast and there have been no negative surprises. Actually there have been some pleasant surprises but you will have to order something to see what I mean. Great Job Sweetwater!
Date of experience: January 18, 2017
I bought a little bag of picks for under $5.00. It was the best price on the Internet. But what impresses me is how Sweetwater cares about the purchasing experience. I received emails, and even a call, asking how the experience was, how Sweetwater could help me, and just generally being friendly. I have no doubt that if I bought a $10,000 guitar and smashed it on the stage in a rock and roll frenzy they'd call to ask how well the guitar performed in the smashing. They care.
Date of experience: March 17, 2018
Sweetwater has customer service quality down. Apparently, I have a personal representative that my calls get forwarded to every time I call. He has called me out of the blue to ask how my equipment is working and has given me technical advice.
That is customer service.!
This time I called to check whether a less expensive piece of equipment would do the job as well as the more expensive one. He told me that it would and I ordered it.
It arrived at my home before another order that I placed at Amazon at the same time.
These guys are great!
Products used:
UMOneMk2 1x1 USB MIDI Interface
Date of experience: July 7, 2020
Here's the guitar that passed their "55 point inspection". When I went to send the guitar back, they wanted to offer me a "discount" instead; gosh, I wonder why they won't post my review about this incident under "Gibson Flying V - Antique Natural"?
Date of experience: October 20, 2022
Best music and overall website I've used! Great deals! Friendly customer support! Prompt delivery! I've ordered many many times, and have yet to be disappointed! P. s :) Special thanks and shoutout to Nick D.! My personal support guy!
Date of experience: January 2, 2022
Super easy to view products and easy ordering. Delivered in very reasonable time and was well packaged for shipping safety. Received a follow up text to make sure I got product and was pleased. Over all a very simple shopping experience.
Date of experience: June 25, 2020
Just ordered a guitar -- guided through the search for a guitar that will accommodate an older person finding music again -- by Ryan -- the guitar arrives on Wednesday stay tuned. But so far... the experience warrants 5 stars.
Thanks Sweetwater. Thanks Ryan.
Date of experience: July 8, 2018
As usual I needed something (this time, Powered P. A. Speakers and stands) and Sweetwater sent it out on time and it's exactly what I needed. I've bought gear from them in the past and they are always helpful and knowledgeable.
Date of experience: February 20, 2017
My purchases at Sweetwater have been a pleasant experience. My Sales Engineer Zach has gone out of his way and offered his experience should I need it. From purchase to arrival just a great experience. Other companies can learn from Sweetwater.
Products used:
Behringer U-Phoria UMC202HD USB Audio Interface
Date of experience: May 6, 2023
I have only dealt with sweetwater music a few times, but when I have their customer service has been top notch. Their personal touch when it comes to any size order is odd in a world where the personal touch is a thing of the past. I appreciate everything they do to assure my happiness as a customer.
Date of experience: September 6, 2020
I order quite regularly from Sweetwater being a musician and a filmmaker. And I can say with happiness no one cares about you like sweetwater... They always deliver on time package everything with care and with follow-up phone calls... I just have one complaint what's with the 2 lb of candy you send me every time I get an order haha you're blowing my diet... Jk... Thank you Sweetwater
Date of experience: August 29, 2023
Salesman was very knowledgeable about the product. The product was shipped promptly. Miles Patterson, Sweetwater representative gave me a status e-mail on all transactions between Sweetwater and myself. I would not hesitate to do business with Sweetwater again.
John
El Paso, Tx.
Date of experience: February 20, 2018
Whether you're a seasoned pro, a novice or just enjoy music and/or playing music as a hobby, Sweetwater is THE best musical outlet store hands down. Their customer service is just outstanding, and I have to give a big shout out to my rep, Brenton Evans, who is super knowledgeable and professional, i'd be remiss if I didn't mention Henry as well. Great staff, check'em out for ALL your musical needs. Cheers.
Products used:
I have purchased multiple pieces of gear from Sweetwater, just to name a few, QSC CP8 and 12, KS112 sub, Mackie 12 channel mixing board, strings, cables, etc.
Date of experience: February 22, 2023
I spoke with Chris today from customer service and I'll be honest, Ive never been talked to so disrespectfully by anyone at sweetwater before until I got Chris today. I spent over 1k elsewhere. Thank you Chris! It helps me find better service elsewhere. You keep up the great work for sweetwater.
Date of experience: April 3, 2022
After a quick call, they helped me create a package I wanted for the Moog Theremini to include a stand, headphones, and case. It arrived when they said it would. Our whole family loves it. I also feel great knowing we have a 2-year warranty included with a US-based company here to help us if we need it. Great experience.
Tip for consumers:
If you want a different package than they offer on site, give them a call.
Products used:
Moog Theremini (theremin)
Date of experience: June 10, 2022
Kristin - It's great to hear that you are enjoying your Moog Theremini, and I'm thrilled to hear that we were able to build a package to suit your needs. We are grateful to have the opportunity to provide such neat instruments to customers like you! We look forward to having the chance to serve you again in the future!
Ethan K - Customer Experience Specialist
I bought a gift card for my son-in-law via USPS. It was traveling around for some time. I called and spokes to Wendy in customer service. One of the most pleasant person I have ever talked to in Customer Service. The problem was solved. I will continue to buy from Sweetwater.
Date of experience: December 18, 2020
Honestly I think that any music vendor can sell you music equipment you are looking to buy what makes Sweetwater a cut above the rest is their customer service. It is the best level of customer service out there and if you are out in the market looking to buy a new piece of music equipment I would highly recommend checking out Sweetwater.com for your needs.
Date of experience: August 14, 2019
All us digital musician nuts are fortunate to have a place like Sweetwater that has technicians who can explain all this digital stuff to us. They have helped me more than I can say! If there's a problem, they will help you through it and if they don't know the answer, they will research it till they find it! Not only that, they will match or beat everybody else's cost! Sweetwater is a win win!
Date of experience: March 30, 2017
Their vaunted Sales Engineers are overrated. I'm currently working on keyboards, yet they coupled me with a drummer. Like he can make recommendations? And their reliance on FedEx to deliver their product is extremely disfunctional. FedEx is the WORST delivery company in the world. With me, they have a late delivery rate of at least 90%. Maybe to others that's not important, but to me it shows that you don't care about your customer. And when you call Sweetwater about the delay, they just don't give $#*!. They don't even call back when you leave a voice message for your Sales Engineer. I'm in my third day of attempted delivery, the third day of missing work. All because, I suspect, of Sweetwater requiring a signature because of the cost of the order.
Products used:
Musical gear
Date of experience: December 3, 2022
Bought a Kala soprano ukulele from Sweetwater. Was a good experience. Unlike the generic online retailer that was the other option, from Sweetwater I got:
- A better deal on the package (Uke, carry bag, tuner).
- Good packaging and advice on leaving the Uke in the packaging for temperature to settle.
- Small personal touches which makes me understand they care about what they sell.
Date of experience: December 17, 2021
I have purchased an acoustic and electric guitar from Sweetwater in the last year along with a pedal. The experience has been excellent. The sales engineer, Stephen has been very good to deal with. Stephen is knowledgeable, very good communicator and has kept me informed of the process from start to finish. Stephen always ensured I was happy with my purchases. Thanks Sweetwater.
Date of experience: April 1, 2022
Thanks Cam. Really appreciate the kind words. Glad Stephen has been taking great care of you and I'll be sure to let him know!
No problems, bought many items and always had a great experience. Shipping was fast, and was always contacted to make sure I was satisfied... I see some have had problems, but for me it was an awesome purchase... It was also nice to read the reviews, both good and not so good... Honesty pays off...
Date of experience: November 29, 2017
I have never dealt with an online business that made more effort to give good support or where support was more easily accessible.
The first cable they sent me was defective. The second came very fast and was fine. In between I dealt with three different people in three different ways and all were accessible and helpful.
Date of experience: November 10, 2017
The only real online competition to musiciansfriend.com that I can find. Comparable prices, Free shipping, 45 day return guarantee, and a free set up! On top of this, my favorite part about this site is the ability to pick the guitar you want by it's serial number. I feel this makes the whole buying experience more personal and easy to deal with. The only downside to the whole service is that the set up causes the product to take longer to get to you then normally. But hey, I'm not complaining!
Date of experience: November 22, 2012
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.
Philip - Thanks for reaching out and for the feedback. This is awful to hear and I'm so sorry that you treated so poorly. We take this very seriously and want to dig in so we can fix this. Please reach out to me at justin_dunbar@sweetwater.com and I'd be happy to do all I can to make things right! Again, I'm so sorry.