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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.
Received the amplifier in short order and I love it. Thanks for the follow up on the deal by checking to make sure that I am satisfied, pleasure to do business with you. Thanks, I will be doing more business with you in the future. D. T.
Date of experience: July 24, 2017
I had a great experience with my purchase through sweetwater the salesman I had was justin Sunday he was professional and polite great guy to talk to. I would recommend sweetwater to anyone looking for a new guitar or new amp equipment. I will be buying from this company again and a again.
Date of experience: August 23, 2018
John of Sweetwater is simply AWESOME! I spoke with him on the last days in May to get my Strandberg with new 9 gauge strings to me by June 7, my birthday. He got it to me by June 4th with the guitar set perfectly. I only deal with John and Sweetwater for all my musical needs. You won't regret it as they not only send you info on your equipment before you get it, but you get pictures and confirmation on orders and needs. They are old school service, call, info, and check customer needs. Thanks, John, ;)
Date of experience: June 7, 2023
Sweetwater has the best selection of gear, by far the best customer service and customer response. I always hear right back from sales engineers, they always go the extra mile to make sure everything's right, and they know how good Bit-o-Honey is. I will always order from Sweetwater, if I can.
Date of experience: June 21, 2017
The customer service at Sweet Water is second to none! My rep Ryan Murray is fantastic and he makes it very easy to be a loyal customer. Shipping is always fast and simple. I also love that when calling Sweet Water I can instantly be connected to my rep.
Date of experience: January 21, 2018
Thank you Chuck and his team. Buying music gear is fun, and Sweetwater makes the experience even better. The site is coherent and easily navigated, chucked full of gear, and videos show the sounds and functions of new equipment. The shipping is efficient and prompt, the packaging well done, and returns are easy and fair. Its too easy! And thanks again for that! Good Job, and Good form. Thanks Sean Geyer--You rock!
Date of experience: October 4, 2018
James masterson has been the Engineer that I have done business with from the start;
He has always showed great enthusiasm on everything I bought no matter if it's a new guitar or a bag of picks. He recently put together a great deal for me on a brand new 60's cherry red Gibson ES-335
Customized with a Bixby from Sweetwater. Beautiful job at a fantastic price!
Date of experience: October 23, 2023
The Sweetwater rep was knowledgeable, considerate, and very helpful. I was surprised to find it took only two days for my order to arrive. I had my doubts about the fit of the case but the rep did research for me and found the perfect case for my guitar. Well done, Sweetwater! (The little bag of "Sweets" was a surprise as well!)
Tip for consumers:
Tell the rep what you need and they can find it if it's available!
Date of experience: February 3, 2017
Everywhere on their site they embellish how their professionals will help you. This is absolutely a fib. We are a nonprofit in SW UT who submitted a detailed message with pertinent queries regarding amplifiers for acoustic guitars and singing and guess what? 5 business days later not one phone call or email response from their so-called team of pros. IF you need help or advice, LOOK ELSEWHERE!
Tip for consumers:
Customer service for most American retailers has swiftly declined since the 80s to late-90s. Sweetwater's no different. We've never heard of them until we ran across several reviews on the www. Uncertain who wrote such reviews and when but don't believe them when it comes to advice, customer service or professional help. 3 things these people claim they're great at. Um... maybe in their dreams.
Products used:
From Sweetwater? Absolutely none now or in the future.
Date of experience: February 10, 2022
Thank you for posting your review, Shepherd. I would love the opportunity to make this right. If you could reach out to me directly at justin_dunbar@sweetwater.com, I’d be happy to help you get this matter resolved.
Thanks,
Justin, Sweetwater Customer Experience
I have dealt with many vendors and Sweetwater is the best at customer service from start to finish and beyond. The way Sweetwater does business should be the model for all companies that care if they see a return customer. I made a purchase over a year ago and a few weeks after received an email from Cassie OHanlon of Sweetwater asking if I was happy with their service. I had ordered the wrong part and she offered me an RMA to send it back for exchange. Before I could send it I was involved in an accident and this return was forgotten. Recently I came across it and inquired if I could still return it. Cassie said no problem ( right answer!) and sent me what I needed within 2 days. This after a year and Im sure its not something they do often but the fact that I was given zero static about policy bla bla bla says to me that they actually care for my return business enough to simply handle it! Thank you Cassie and Sweetwater team. You are doing it right!
Date of experience: February 17, 2018
Sweetwater is always there with their excellent support. Whenever I order they call and make sure all is good with my order. They contact me when my product is being shipped and then they follow up to make sure I got my product and they ask how I like my product. No other company has such committed reps as Sweetwater
Date of experience: February 13, 2017
Thanks again for your customer service. As you know my son is a recording engineer so he has purchased a lot of items from Sweetwater. I am the Dad who purchases smaller items like guitar picks, strings and stomp boxes. Your communication is the best I know of in the retail music business. You recently kept me posted on the tuners' 2-for-1 deal, thanks they work great. I received the tuners and the strings the same day in separate boxes. Each box had a small sample of candy in it. Eventhough I don't eat the candy the gesture made me smile. And I really like that you have kept the same customer representive with my family for what is probably 10 years now. Today I purchased a bag of Dunlop nickel silver finger picks. I am looking forward to the delivery and also the candy. Thank you again. It's a pleasure doing business with you.
Date of experience: July 10, 2020
I was extremely impressed with the personal attention they gave my order and the care they took in making sure my order was fulfilled correctly and shipped safely. The follow to ensure my satisfaction was great. Everyone should take lessons from Sweetwater.
Date of experience: December 11, 2020
I ordered something for my husband for Christmas from Sweetwater. They had great holiday sales/free shipping. However, I waited until the last minute to order and was concerned that the gift would not arrive in time. My Sweetwater Sales Engineer, Josh, made sure that it WOULD arrive on time. I was in very good hands and I would recommend him, and Sweetwater. He was knowledgeable about the product as well. Thanks to Josh, it was a Merry Christmas after all, and my husband loved the gift!
Products used:
ToneWood Amp SOLO for EA guitar
Date of experience: December 31, 2020
I am very impressed with the high level of customer service and product support given by the sales associate Jason Filloramo and the Sweetwater Team during my purchase experience.
The Guild D55E definitely has an awesome appearance, best acoustic sound and Is very easy to play! Highly recommend to those with a serious interest in a high quality made guitar.
Date of experience: September 5, 2020
I have never had a bad experience with Sweetwater Sound. They reach out to me with every single order with appreciation, and gratitude. I've never dealt with a better company online. I will recommend them to anyone.
Products used:
Ukuleles, harmonica, drum
Date of experience: January 6, 2022
Excellent prices and outstanding service! Sweetwater assigns you a rep when you place an online order. Nick, "my" rep, actually called me after I placed my first online order to be sure I was getting the right product. And he called me again after the sale to be sure I was happy with not only the product but the service! Amazing! I'll be ordering from Sweetwater again! Thanks Nick!
Date of experience: September 25, 2017
This company keeps taking my money by allowing transactions to go through without notifying me that the product is out of stock prior to purchasing. I've since received emails notifying me that I have to wait 3 weeks or better until its in stock after which they will then ship to me. This is all after I was given a delivery date of 3-4 business days on the website. Everyones delivery is backed up due to COVID-19 but be honest and say the product is out of stock!
Date of experience: May 2, 2020
Hello, Hassana. Thanks so much for reaching out to us and providing us with details of your experience. We are truly sorry to hear that it went this way. This is not acceptable and not the way your experience should've gone. Do you happen to have your order number? We'd like to send your information to our Customer Service team as soon as we can. Please feel free to email us at WeCare@sweetwater.com to confirm your information. Thank you again for the review!
I have made 3 separate purchases from this website/company and I am thoroughly satisfied with all aspects of the purchasing process. The quality of the products, expedited shipping and excelleny customer service is second to none.
Date of experience: January 8, 2017
Not only does Sweetwater rock with their online store, when I had an issue with an order they not only accommodated me but handled it immediately! You have awesome customer service and an awesome online shopping experience! Thanks Sweetwater!
Date of experience: July 22, 2017
My son recommended Sweetwater because of the great service he received from them. He was right. They have great service, products and the follow up is outstanding. I shall continue to give them my business and recommend them highly.
Date of experience: October 16, 2017
I have purchased well over 10 items from these guys through the years, several over $1,000, and each time, they consistently get it to me fast, the product works and someone always contacts me to check on the order and say thanks! How do you improve on that service? I don't know... I do know I don't get that type of service from Guitar Center...
Date of experience: June 23, 2018
Felt so comfortable making a very big purchase online due to the person on the other end answering my questions. Could tell he wasn't just a salesperson but a music person. Got just what I asked for. When I make my next purchase it will be from Sweetwater and I WILL call my rep Chris Nunley. Got turned onto SW by a buddy of mine who bought a keyboard and amp. Can't believe I didn't know about this place until just this year.
Date of experience: April 28, 2019
Purchased an Epiphone EJ 200 sec back in 10 / 21. Recently notice cracking and splitting and the base of the neck joint. Called the service dept at sweetwater and spoke with Adrian who asked me to send photos of the area in question. After receiving the photos Adrian informed me that a replacement guitar was on its way. Within 3 days my NEW guitar was at my door with a prepaid return address label to return the defective one. A FLAWLESS process with out question, THANK you sweetwater for GREAT customer service that is above and beyond. Here is a customer for life!
Date of experience: April 16, 2022
Sweetwater rocks! I ordered a Fender Strat / case and some pedals as a customer. I am now a member of a family... The Sweetwater Family! I received emails, text messages and phone calls inquiring about my satisfaction with Sweetwater and with the products I ordered and received. The Sweetwater rep (Will) engaged me in conversation that made me feel my business was important and my satisfaction was priority! I am thrilled with doing business with an outstanding customer service group! I will be back for more!
Thanks!
Robert Walker
Date of experience: August 30, 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.
Brian- thank you for the kind words! We look forward to continue doing business with you.