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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.
It's not very often you feel like a real person when ordering online... I had a few questions and the rep was patient while I talked through what I was looking for. He offered me the best deal available, explained exactly what I needed to know, I never felt like I was being "sold", rather I was served, supported and helped greatly. My daughter is just beginning her music career and we look forward to a long and fantastic relationship with Sweetwater, who, understandably, came highly recommended to us by her producer.
Tip for consumers:
If your'e not sure what your wanting, just call them...they are super helpful!
Products used:
microphone, cable, mic stand, audio processor and headphones.
Date of experience: January 2, 2021
OK folks: The people at Sweetwater music sell great products at a decent price and have unparalleled customer service. I wound up purchasing a Gator case upon their recommendation and I'm very satisfied, they even included a small bag of candy! I definitely got the feeling that if anything ever went wrong with a purchase they would refund it immediately and bend over backwards to make me a happy customer. I will recommend Sweetwater to all of my students for their gear!
Date of experience: July 30, 2022
Alex - Thank you for you kind words! We do business differently by prioritizing genuine connections and relationships with our customers. At the end of the day, it's about doing the right thing for our customers. We appreciate you and your business and look forward to serving you in the future!
Ethan K - Customer Experience Specialist
I've been buying music gear since I was 14. I'm 50 now and have never been treated so well at any brick and mortar store or online store. Not only that, but I've placed 6 orders with them since October 2020, from a single speaker cable for under 10 bucks, all the way up to 1,000 plus for a guitar and case. Every time I was treated like the most important customer they have.
Tip for consumers:
It's super easy to use.
Products used:
Guitar, condenser mic, boom stand, headphones, speaker cable, audio interface, and a Roland GA-FC foot controller. More to come.
Date of experience: July 1, 2021
Thanks Justin,
We genuinely appreciate you and every customer that walks through our doors(virtually or in person). We recognize you have many options to choose from when it comes to buying your gear, so thank you for choosing Sweetwater! It is our goal to provide that same world class customer service to every customer, every order! I am so glad you understand what we like to call the Sweetwater Difference! We look forward to earning your business for many more years to come!
- Zach Bloom, Sweetwater Customer Experience
Sweetwater is about the easiest place to deal with I've found. They have competitive prices, ship very fast and answer any questions you may have. No doubt if there is a real reason for a delay it could happen or they might no know the answer to your question or may not have what you're set on getting. But 100% for sure they will try and try hard. This is now my go to Music Store. Been playing guitar since 1965, maybe that's an indication of my experience with Music Stores. Try them, I think you'll have a similar experience to mine!
Products used:
Instrument and Music related, Pro Audio
Date of experience: March 2, 2021
Thats amazing Walter! We are so honored that you chose to shop with us! We try to be the best in the business, and I'm glad you understand the Sweetwater difference!
- Zach Bloom, Customer Experience
I purchased $200 software from Sweet Water that was supposed to be able to instantly download. However, I received a message saying that I would not receive my download or any assistance until their normal business hours. It's currently Sunday morning... -_-
There is a no refund policy. They didn't have to wait on my money, so why am I waiting a full day for this to be resolved? I wish I could give them 0 stars.
Tip for consumers:
Don't use this site if you don't want to waste any more money.
Date of experience: September 2, 2018
From day one to present Sweetwater has always treated my interest in music with a high level of importance. In other words like royalty. Whether I was inquiring about an item or purchasing one I always received an accurate and a timely report on what, when, how, who, and cost of my orders. This also includes updates. I wish all business's ran and operated like Sweetwater. They do not try to push anything on you. There leaves no pressure at all. I can't say enough good things about Sweetwater at all ranks.
Tip for consumers:
Let a representative understand your needs applying to what type of purchase or just information you are looking for. They are very knowledgeable.
Products used:
Acoustic Guitar Strings, Electric Guitar Strings, Tuners, Many Guitar Accessories, Drum Cases, Sticks, and Accessories, and much more. I never had to return anything for any reason. So far I've been satisfied with all.
Date of experience: September 11, 2019
After my experience here, I will never buy music anything anywhere else. Sure, their prices are the same as the other best prices you see our there. But their service is exceptional. My first order there was a bag of guitar picks. I received a call from my dedicated rep to tell me when they shipped. Need a say more?
Tip for consumers:
Buy here. Trust me
Products used:
Fender Aerodyne Bass
Date of experience: February 24, 2021
You said it well Michael! We appreciate your business, and this kind feedback!
- Zach Bloom, Customer Experience
I have ordered several times from Sweetwater over the last few years. They have been excellent every time. My customer support technician, Dave Brow, gives me a call every time I place an order online and lets me know approximately when it will arrive and asks if I have any issues with the equipment or anything else. I absolutely love the customer service! This level of customer support is unheard of these days. Keep up the amazing job y'all! I will be ordering again soon!
Products used:
Have purchased a mixer, Jbl eon 710 powered speaker, 1 shure instrument microphone and on shure podium microphone. Also purchased a fender rumble and a wireless guitar transmitter
Date of experience: February 9, 2023
So, I bought a new Yamaha electric guitar for my son to learn on. When it arrived it had a terrible open fret buzz. When the company reached out to me about my 'shopping experience', I told them as much. The salesperson followed up with words to the effect that I should have expected as much from a cheap guitar and that I could take advantage of their (paid) setup service. To be fair they (eventually) offered to do it for free, but by then I'd already gotten rid of the box. I found them to be pretty condescending if you don't know a lot about guitars. They are certainly quick to tell you…at great length…how much they know. If you already know a lot about guitars im sure they're just fine, but if you don't I'd keep moving along.
Tip for consumers:
After I complained enough, they did offer to make it right, but I had to waste a lot of time to get to that point. And it was too late. Also, if guitars get knocked around in transit, what’s the point of paying them to ‘set up’ a guitar that will be shipped? This is probably the worst shopping experience I’ve had in many years.
Products used:
Yamaha PAC112V
Date of experience: October 22, 2023
Sweetwater is by far the best company to deal with when buying gear. They have great prices, their customer service is light years beyond anything in the industry and there's no snake oil, used car garbage going on. They don't push they just help. Shipping is very affordable, as in free and fast. Customer for life.
Products used:
Effects pedals, pickups
Date of experience: July 16, 2021
Thank you for the phenomenal review, Timothy! We work hard everyday to provide excellent service to each customer that we are fortunate enough to interact with. The best part about our stellar service is that there is no catch! We just want to put the customer first! We are grateful to do business with you and are eager to serve you again!
- Quincee Musselman, Sweetwater Customer Experience
Been using sweetwater for many years and have had a few problems with guitars. The return policy only benefits sweetwater and they won't post your review if it makes people think twice about ordering a guitar through the mail. They have grown rich while your local retailers are going out of business.
Tip for consumers:
Buy local
Products used:
Many guitars ect
Date of experience: May 11, 2023
Rob- thank you for the review and I'm so sorry to hear about this poor experience. I'm not sure what happened, but would love to dig in. Please reach out to me at justin_dunbar@sweetwater.com and we'll do everything we can to get this solved!
The day after I placed my order, I got a call from a customer service representative from Sweetwater, who personally thanked me for my order and told me it would be out the door shortly. After I hung up, I received a text from him with contact information for any further questions about anything else guitar/music related I could possibly need. The next day, my package was here.
Thrilled with the service and speed. Can't believe I'm getting treated like a VIP for my first order ever. If I need anything else music/gear related, I'm going to Sweetwater.com first.
The detailed ratings are not accurate, for whatever reason it would only fill in 3 stars when I repeatedly tapped on 5.
Date of experience: July 12, 2022
Thank you for this spectacular review, Sara! Our Sales Engineers are focused on building relationships with each customer. Doing this allows them to learn the different needs of our customers and serve them better! Without the dedication and handwork of the our Sales Engineers, Sweetwater would not be the company that it is today! Thank you for trusting Sweetwater with your musical needs, we cannot wait to serve you again!
Ethan K - Customer Experience Specialist
I can only say that this company is so amazing and we'll informed on the products they sale. Truly a unique shopping experience and best sales engineers in the industry hands down. If you haven't been there go there! You will be writing a review shortly after just as I am. Amazing company wish I had ten hands to give them ten thumbs up.
-matthew
Date of experience: July 14, 2019
There's a quite a few choices when it come to buying musical equipment and frankly the prices are typically comparable between the big 4 or 5. What makes the different then is customer service and support and I have always been impressed and never disappointed by Sweetwater's folks.
Tip for consumers:
I find the site and the app very intuitive- take the time to play with the filters...
Products used:
Musical instruments,recording gear and software
Date of experience: May 27, 2020
After doing a Google search for guitar companies Sweetwater was always at the top in reviews, selection, and pricing. As a novice looking for a 1st guitar for my son they were helpful, knowledgeable and informative. Once I decided and made a purchase, I received an e-mail and phone call thank you. The service is amazing and their desire to make everyone comfortable, from a novice (me) to professional musicians they are experts. Would highly recommend and will buy from them in the future as well. Thanks again. My son loves his epiphone electric guitar.
Date of experience: December 28, 2018
I knew very little about what I was buying. Jon took the time to ask questions to understand what I needed then gave me recommendations in three different price ranges and explained the differences. It was nice to deal with someone who knew and could explain the gear. I would highly recommend Sweetwater. There was no pressure. Jon emailed the complete quote. He followed up to check on us. When I called or emailed with questions Jon was very quick to get back to us. I will definitely be do more business with Sweetwater. Thanks for all the help Jon!
Products used:
Mics
Date of experience: November 10, 2022
Sweetwater has been my go-to music vendor for some time. Unmatched customer service, great selection and fast, well packaged shipping. I have been playing guitar for 40+ years and have shopped all kinds of music stores, big and small. Sweetwater is at the top of the business. They get it right the first time and go the extra mile to make sure I'm satisfied with my purchases. I have never reached this level of trust with any other music store.
I highly recommend Sweetwater to any and all musicians from beginner to pro. Finding a business you can trust is a real blessing in today's world.
Play on
Products used:
Guitars, amplifiers & accessories.
Date of experience: April 22, 2022
It's almost unfair how much better at sales and customer service sweetwater is than any other music retailer. They treat you like your local music store, but if your local store had literally every single thing you could possibly need!
Their website is flawless, gear reviews and videos are world class, the staff is extremely knowledgeable and friendly, and prices are the best! It's a perfect buying experience!
Date of experience: August 30, 2021
Wow Adrian, this is high praise! Thank you so much for this amazing review! We love being able to serve amazing customers like yourself, so thank you for spreading the word! Anything you need, just let us know, we will be there for you!
- Zach Bloom, Sweetwater Customer Experience
I've ordered many things from Sweetwater and can't say how much I've enjoyed getting packages from them! The sales reps at sweetwater are always checking in to make sure the product is working for their customers which I appreciate!
Cant go wrong!
Products used:
Guitars, amps, pedals and cables.
Date of experience: March 26, 2021
Hey Caleb!
Thanks so much for the great feedback! We work really hard to make sure our customer's are being well taken care of, and I'm glad you feel that way! We appreciate your business, and if you need anything, feel free to reach out!
- Zach Bloom, Customer Experience
We love buying from Sweetwater. We have ordered repeatedly and they ship out very quickly. One of their salesman, Mike, followed up with a phone call after one of our orders and talked to my husband for 30 minutes about some questions about the ESP LTD guitars. Mike was very patient, knowledgeable, and friendly. My husband enjoyed the conversation and was able to make the decision to purchase that Guitar from Sweetwater. Great company with that old fashioned sense of customer service that you just don't see anymore.
Products used:
Amp, Guitar Tuner, Guitar pedal, Guitar
Date of experience: December 30, 2021
Sweetwater is the best online company I've done business with in my life. Not just music company but company in general. Organized, friendly, and incredible service. Good deals. Amazing experience. Don't buy instruments or sound equipment from anyone else. Thank you Sweetwater and God bless you!
Date of experience: October 17, 2022
This is a long overdue review for Riley. He has gone above and beyond to provide us with amazing service. When we were having difficulty getting it all working properly, Riley took the time to explain what we needed to know. He's a problem-solver with expertise in audio/DJ gear and a passion for customer service. We've gone back to Sweetwater for several other purchases, and Riley always delivers.
Tip for consumers:
Sweetwater is super reliable and trustworthy.
Products used:
turntables, mixer, cables
Date of experience: October 14, 2023
Benjamin- Thank you for taking the time to leave this review. We really appreciate your kind words, and look forward to continuing service you :)
I just filled out the survey I was sent, but I felt compelled to go a little further.
Ian McGhee has been the greatest for.
He spends time talking to me like a person and musician not just a customer.
He makes me feel very comfortable and always assured that I am both well informed as well as happy with anything I purchase from Sweetwater. He is a true testament to your team of professionals and more should strived to be like him.
Date of experience: May 18, 2019
I have been buying instruments, equipment and Mac's from Sweetwater for years. Why do I keep coming back? I ll put it to you this way, personal service unparalleled anywhere. I have a personal SE, Chris McCowan. He is awesome, and whenever he is away, I am provided service by one of the other SE's who listen and answer my questions with my best interest at heart also. I stay with Sweetwater.
Date of experience: February 8, 2019
As a church we are regularly needing to order new equipment for our audio and visual department. Orders from a few dollars to a few thousand dollars. Sweetwater has the best service I have ever encountered at any business. Orders are processed and shipped quickly. Always a follow up phone call or email to check in and make sure everything went well or if we have any other needs. Prices are competitive. Just wow!
Products used:
audio visual equipment
Date of experience: May 27, 2022
Thank you, Doyle! We're thrilled you had such a positive experience, and we appreciate your kind words! We look forward to having the chance to serve you again in the future.
Ethan K - Customer Experience Specialist
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.
Hi Kristin!
I'm so happy to hear you had such a great experience with us! Best of luck to your daughter in her music career, please let us know if we can help in any way!
- Zach Bloom, Customer Experience