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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.
Love this guitar. Built well, great looks, easy to play, and sounds great. Had to do a set up on it, after that it's my main guitar. Stays in tune, reliable. I bought it a nice tweed case for it to protect it.
Date of experience: September 21, 2017
I cannot say enough about the Sweetwater team and how they take care of their customers. They are on top of the game, a complete home run out of the park. They truly allow us musicians to enjoy the life of our music.!
Date of experience: February 17, 2019
This was easily the best online purchasing experience I've ever had. Personal service and follow-ups to make sure my product was what I needed and to answer any questions that I had. My purchase was just a cheap item, but I was treated like a king. Highly recommend.
Date of experience: July 24, 2020
I ordered a synth from them that is fairly popular (and expensive, sits around $900-1000), and was told that it was on backorder. That's fine, I figured this was a possibility. But then a few weeks passes, no information on it. I send an email and they tell me it will be another week or two. A few weeks passes, still nothing. I send another one they tell me that it's looking closer to a month.
It's fine that the item has taken nearly two months to get here, I understand that they can't wish this item into their warehouse. But I really would have liked them to just have followup emails every couple of weeks if an item is on backorder just to let me know that they care that I am doing business with them. Because I've always had to ask if there were any updates, I'm giving them two stars.
Date of experience: June 15, 2018
Bought multiple items from their website over the past 3decades. Always free shipping. Great customer support and if I had a problem purchase there has always been a Sweetwater solution for consideration and the result has ALWAYS been positive. I am in my 70s and I have dealt with many purchases from various venues. Sweetwater Music is, in my opinion, the best. Shout out to Joey Moranno, sincere and professional experience with him.
Thanks Koey.
Thanks Sweetwater
Tip for consumers:
Confidence in quality
Products used:
Guitars, pedalsthey save your search to pick-up where you left off
Date of experience: December 12, 2023
I have used Sweetwater for a while now. This time I opted for the 3 payment option. When my order was processed, I got a call from Sweetwater. Trevor answered all my questions pertaining to the gear as well as the finances. I received my gear within 3 days. I have never had a problem with this company. I have always received what was ordered and they have always been responsive. Highly recommended.
Date of experience: December 7, 2017
If you are thinking about getting some new musical gear, talk to the sales reps at Sweetwater - they know the gear and they will make sure you are taken care of better than anyone else online that you will find.
Date of experience: June 2, 2017
The folks at Sweetwater Sound, Inc. handled a challenging problem concerning the delivery of my gear in a way that indisputably validated Mr. Surack's commitment to his customers to always try to 'do the right thing'. I am deeply grateful and am certain I will be a Sweetwater customer for life. The gear works as advertised, which always is an inspiration in the production of music.
Date of experience: August 21, 2020
I am so glad I found this company... I searched for days trying to find this brand and exact size symbol. And just for being a single purchasing customer I will receive a free promotional product... perfection at its finest...
Date of experience: July 22, 2016
Our daughter absolutely loved this as her first guitar. She has played it non-stop and has used the free lessons it came with to learn to play. The customer service from start to finish has been excellent.
Date of experience: December 16, 2022
I purchased an inexpensive accessory and received fast, friendly service.
Sales associate, Scott Augustyniak, called to see if I had any questions before it was shipped and was pleasant and professional. I would definitely buy from them again.
Date of experience: August 13, 2020
For years I shopped at Sweetwater. Their mantra is proclaimed that they have great service and is customer orientated. I thought this was true until something went wrong. Then their "great" customer service went out the window. The sad part is that my dispute was over a $60 problem that occurred with a piece of gear I bought from them. Up until that point I spent thousands of dollars with these folks and bought from them weekly. I will never shop there again because of their false advertising and poor business ethics. I would rather go to Guitar Center or some other Big Box store (Which is what they have turned into) IT IS THEIR LOSS. That $60 dollars has cost them tens of thousands of dollars from me. LET THE BUYER BEWARE. Sweetwater is just another impersonal business with profit as the their bottom line. I will spend more anywhere else before buying from them again. Good riddance.
Date of experience: March 16, 2018
I just purchase the Yamaha stage pas 1k and is all I needed to keep on doing my music. At 73 years old it a lot easier to move, no need for a big van to hall the big stuff anymore. This is the best sound (better than the whole P. A sound). It's the best way to play music on stage if you are a soloist. You can't go wrong with this system. Michael M.
Date of experience: July 8, 2020
I have ordered from the same sales associate the entire time: Brian Loney. I never have had an even remotely negative experience. Brian does his job the way that it should be done: amiably, confidently, efficiently and knowledgeably.
Date of experience: May 14, 2017
It was late on a Friday night after 5-PM and I called Sweetwater and asked them could they get an order to me right away. The next day my doorbell rang at my business and FedEx was delivering my order on Saturday before noon? How can this be? That was an 8 Hour turnaround time. A Salesman named Travis just hustled and got my order to me right away. My experience was Sweet with Sweetwater. I will tell all my friends to do business with Sweetwater because I am a very satisfied cutomer.
Date of experience: November 13, 2018
I purchased A New Korg kross 2 88 keyboard workstation. When I got it it was defected I got in touch with them an immediately they took control and shipped me a brand new working
On in just 1 1/2 Days. I would recommend this company to anyone buying instruments or PA Systems.
Excellence is guaranteed.
Date of experience: May 21, 2021
I bought a turntable from them about two weeks ago. It arrived with substantial cosmetic damage to it. I reached out to them, and they SEEMED to be very responsive -- they said they'd take care of it immeditelly. It's now been a week, and I have heard nothing from them. We'll see if they actually come through, but at the moment, I doubt that I will be a repeat customer.
Date of experience: June 20, 2020
Thanks for sharing your experience, Joseph! If you have a moment, could you please confirm your order number? We'd like to look into this for you as soon as we can. You may email our Customer Service team directly at WeCare@sweetwater.com. Thank you again for reaching out.
In the past my keyboard bench would get torn & scratched from other people forcing it in between other equipment. Not anymore with this bag. It's really good quality for the price. I bought a bag made by K & M for my keyboard stand for more than twice the price and it less than 1/4 the quality in terms of materials.
Brian Brubaker was so easy to deal with.
Date of experience: December 7, 2017
I purchased a new Bugera Bass Amp through Sweetwater and the experience was AWESOME! No hassles, no worries and no disappointments. I was amazed when the amp arrived at my front door in only 2 days. That is crazy fast. Sweetwater also followed up by phone to verify I received my shipment and was satisfied with the purchase. They have definitely earned my respect and my business. Thank you, Sweetwater.
Date of experience: March 16, 2017
I ordered the wrong product on a 6 month payment plan and now I'm being told I cannot return it because it's a payment plan... how are you gonna Force Someone to pay for the wrong product! Costumer service I've contacted have been very rude and 0 help.
Date of experience: August 24, 2020
Thanks for sharing your experience, Elijah! We'd like to look into this for you as soon as we can. When you have a moment, could you please send us an email to confirm your order number and information to WeCare@sweetwater.com? Thanks again for reaching out, we truly appreciate it!
I orderd a new tuner for my acoustic guitar. They shipped it out to me quickly and free shipping on top of that. I will continue to recommend Sweetwater to my friends and Family. I've never had a bad experience with them. They carry quality merchandise and accessories.
Date of experience: June 4, 2020
Have purchased from sweetwater in past as well as present and as well will continue in the future. The staff service and support system is above and beyond. All people are treated with respect and value. Zach sales representative knowledgeable and helpful.
Thank you all at sweetwater for being who you are and what you do
Ml&R. Lucian
Date of experience: July 5, 2019
I got my SE on the day they said it would arrive. I took it outta the box and it was ready to play out side of 2 strings being out of tune. It makes me sound better than I am! This has relieved me of my fear of buying musical items on line.
Date of experience: July 22, 2018
Cord seems to work fine. No noise while moving around Stage or moving the Cable around. Cable could have a little longer straight Cable before connection though. A bit Pricey! I'm sure that's for the "VOX" name. Of course I'm an Old musician and remember paying $5 - 10 for these years ago. Don't especially like the Molded Connecters for that price, but we'll see how long it lasts. Great job by my Rep Delvin Wolf! Got all the items in record time! Keep up the Good Work my Friend!
Date of experience: June 19, 2017
Rob Kramer is the best salesman I have ever encountered. Sweetwater and all the employees go above and beyond. Unbelievable customer service. The guitar I purchased is absolutely amazing and dealing with rob was effortless and enjoyable This store is the store to which all others are measured. Sweetwater you really know the business of pleasing
Date of experience: February 21, 2019
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.
Thank you for the kind review, Edgar! It is great to hear that we could quickly replace your keyboard workstation! We appreciate your recommendations and business. Thank you for letting us serve you!
- Quincee Musselman, Sweetwater Customer Experience