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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.
Everything was wonderful! Allen was amazing taking care of us! Highly recommend and if you get lucky, you'll get Allen as your server! Thank you Sweetwater Chicago!
Date of experience: April 21, 2022
Completely solid company in every area. By far, the best run music store I've ever used. Price, Service, Shipping, Followup, Exchange/Returns, all outstanding, over and over and over.
Products used:
Roland AC Cube Amplifier
Date of experience: April 23, 2021
I realize not everyone who reads this will have the same opinion, or experience. No business is operating at 100% all the time either, and all of us have good and bad days. Customer service is not an easy job, and coming across someone who genuinely cares about their job and the customer is becoming very rare.
Sam Dowty at Sweetwater is the exception to typical customer, and by a long shot. My 83 year old father contacted Sweetwater as he was interested in purchasing a new guitar. Sam was the sales engineer that handled my fathers inquiry and ultimate purchase of a guitar. My father is currently dealing with cancer. As it turns out Sam is a cancer survivor and was very compassionate with my father, as you can read in this quote from him, "He is a Cancer survivor himself, and his encouragement, when he learned I was doing Chemotherapy, was a big boost in my moral at a time When I was feeling some uncertainty. Then to have him call me to check on my well being a few weeks later was marvelous, unbelievable."
Sam went far above and beyond anything a sales rep or sales engineer would normally do. Sam called my father after the same just to see how he liked the guitar, and how my father was doing. He, even called before business hours on his own time.
So I would like to thank Sam from the bottom of my heart for his genuine caring nature and compassion for my father. Not just a customer, but a person.
Thank you Sam Dowty and thank you to the owner of Sweetwater, Chuck Surack. Your products and service are outstanding!
Sincerely,
Jeffrey McDonald
Products used:
Electric guitar
Date of experience: September 5, 2019
My experience was wonderful with Sweetwater and my new guitar is awesome! It arrived in perfect shape and I'm very happy with the price I paid and the customer service I received.
Date of experience: January 22, 2019
I order a Gretsch Bass for my grandson & despite their proclaimed 55 point inspection, It arrived DOA with the tone knob loose & no sound produced unless you banged on the tone knob. I reached out to Sweetwater for a Return Authorization & my rep advised me I was responsible for return shipping & original shipping if I returned the defective bass. I may as well pay to have the bass repaired as to loose $$ on shipping. I"LL NEVER ORDER FROM SWEETWATER AGAIN!
Tip for consumers:
DON'T BELIEVE THEIR "55 POINT INSPECTION" CLAIM. GUITAR ARRIVED IN NON WORKING ORDER WHEN PLUGGED IN. THEY COULDN'T HAVE CHECKED THIS GUITAR.
Date of experience: October 18, 2022
Mike A- Thanks so much for reaching out and for the review. I am not sure what happened but would love a chance to dig in and figure out what happened. Please reach out to me at Lanette_Wermund@sweetwater.com
The website was very easy to navigate. The Sales Engineer, Nick Dutiel was very detail in answering my questions and he made it that easy to buy my first PSR SE Custom 24-08 Electric Guitar and Case. With the help from Sami Herman, a Account Coordinator for Nick when it was time to select PRS SE. I will be buying all of my guitar accessory's from Sweetwater. Livin the dream...
Tip for consumers:
If you have question call and speak to someone.
Products used:
PRS SE Custom 24-08 Electric Guitar and Case.
Date of experience: May 14, 2022
James - thanks for sharing the great photo of your new PRS. Looks awesome! We also appreciate the kind words for Nick and Sami. We'll be sure to share this message with them so that they are aware. We're very lucky to have them both on our team! Thanks again for the business and we'll look forward to working with you again!
The staff at sweetwater is as knowledgeable as they are helpfulland friendly. I highly recommend them as your online source for any musical equipment needs.
Date of experience: August 17, 2017
I highly recommend Sweetwater as my first option to buy. Their people are great and so is the high quality, and values of their products and service; whatever, you need they are there to help.
Date of experience: December 20, 2016
Buying through Sweetwater was a great experience. Instead of the "if you can't dazzle them with brilliance, baffle them with B. S." employees of some well-known walk in stores, Sweetwater employees know their products and take the time to make sure the customer gets what they want. Instead of the online vague answers about products from other sites, Sweetwater employees and associates know or will find out the technical data needed to make a wise purchase. Ordering through Sweetwater was very easy, with a no "wonder what is going to happen next" or "am I going to receive everything". I had questions concerning what actually came with the Rode Go II wireless system and Sweetwater left me knowing I was going to get exactly what I purchased. Sweetwater let me know exactly where my purchase was and when it was going to arrive. They were so concerned about the backorder, they phoned me to make sure I was aware of the backorder. EXCELLENT customer service. As for the product, I cannot say enough. It has been the best purchase I have ever made for the videoing I do. The sound quality is great, the ease of use is great, and the accessories, lapel and handheld mic are the best I have seen for a wireless set up such as this. The dead cats for the Go II are great and easy to assemble. I was a little worried looking at some reviews, but I can attest they are great! The product is well worth the cost. Sweetwater keep up the great work. You are far above the rest."
Date of experience: September 10, 2021
Thank you for taking the time to write such a dazzling review, R M! Our Sales Engineers work so hard to have the answers you need for your music gear needs. If they don't know, they will find out! It makes me so happy to know that you received excellent customer service and are in love with the items your purchased. We look forward to serving you agin, RM!
-Stacia Brinneman, Sweetwater Customer Experience
By far Sweetwater sets the standard for customer service. From ordering to returns and warranty support to having the best products and selection. Truly a great company.
Tip for consumers:
Alberto is fantastic and their returns team is super responsive
Products used:
Zoom L-12
Zoom B-3
Strandberg 5-String Bass
Tech 21 Sansamp Programmable
Melotron Emulator Pedal
Cables and Strings
Date of experience: July 4, 2023
I purchased something may 1 and was told it would be delivered in 3-5 weeks. It's June 16 now and was just told I won't receive it until sometime in august...
Tip for consumers:
Don’t trust the sales agents when they give you an expected delivery window
Products used:
None
Date of experience: June 16, 2022
Thank you for your feedback, Andrew, and for bringing this to our attention. I want to ensure you are taken care of and look into any improvements we can make. Please reach out to me at justin_dunbar@sweetwater.com, and I'll be happy to dive in.
Justin D. - Director of Customer Experience
These guys rock. They answer the phone, they answer your questions and actually take time to understand your motivations and goals. Riley is so helpful.
Products used:
I have bought many things from Sweet Water. This particular purchase was Melodyne Assistant software.
Date of experience: June 29, 2023
It was a pleasure dealing with Sweetwater. The price was great, product was as described, shipping was free and no tax. What could be better than that?
Date of experience: August 25, 2017
Very courteous and informative. I have bought many different items on several different occasions and always had great service. My purchases will always be from sweet water.
Tip for consumers:
Great quality and informative and service
Products used:
Musical equipment
Date of experience: April 25, 2021
Hey Bruce,
We appreciate your loyalty, we strive to be the best online guitar retailer, and our 55-point inspection is a huge part of that, making sure all those guitars you purchased are checked out by a professional before they leave our building! Thank you for your continues business!
- Zach Bloom, Sweetwater Customer Experience
Amy and I wanted to attend Sweetwater's Gearfest 2017 and I asked our 48 yr. Old son Chris to come also we all had a great time there. Anita wanted to surprise Chris by buying him a guitar there so he looked at several and he decided to think about it so we didn't take it home with us. Chris showed Anita a couple guitars and picked one. Anita was going to order the guitar and she was looking at a Gibson Les Paul which was three hundred dollars more and asked him if he wanted it and he was thrilled! It came with a nice soft guitar case but Anita wanted a hard shell case for it
So I called Aaron and he said buy a Gator moulded case for it and we are glad Aaron told us about Gator cases Chrir's Les Paul fit perfect so glad Aaron is our tech support rep. We are Sweetwater friends for life because of the great personnel and the great time we had at GearFest 2017 and are making plans to stay for both days at GearFest 2018.
Date of experience: July 26, 2017
Awesome tool to work through ideas. It helps me the quick passagesbut really shines when I am trying to bring a ballad together. The ability to shift the between musical genres is totally eye opening
Date of experience: February 5, 2017
Sweetwater has the best reps and service, not to mention the vast selection of gear! I do all of my shopping through my sales rep. His knowledge and resources are invaluable!
Date of experience: October 19, 2017
I have the ability and connections, as most of us do, to buy from a endless array of online stores, auctions, private adds, local music stores, etcetera. Besides the good deal and the choices, I do almost all my buying (99%) of my musical needs and wants at SWEETWATER, because of my personal sales representative,
JONATHAN CASAROW!
He takes care of me like I was his only concern. I want something or ask about a product, he will give me all the pros' & cons' about the item, and if he doesn't think that is the right thing for me, he will tell me and suggest another that works better for my situation, even if it's less money, and then he ALWAYS calls me to follow up and ask how it's working for me or if it's not and he'll give me a chance to return it. Thank you Mr. CASAROW, and thank you Sweetwater ((:
James in Idaho
Date of experience: April 7, 2017
You wont ever find something like Sweetwaters Tech Support! They are easily reachable. Very friendly and super helpful and knowledgeable and quick to fix the issue you may be encountering!
Date of experience: April 6, 2022
Sara - Thanks so much for the kind words about our Tech Support team. I'll be sure that they see you're feedback, as they work very hard to create an experience like this for every customer we serve! Thanks for your business!
Justin D - Director of Customer Service
Wow the guitars I have bought are perfectly shipped with care, tuned and ready to play and very easy to contact if you have any questions. Totally my place to buy my music equipment!
Date of experience: March 9, 2023
Sweetwater, as far as I am concerned, is the best company I have had to deal with.
Super service people with class and knowledge of the product they sell.
Cannot ask for better.
Super.
Date of experience: February 25, 2017
I've always been happy with Sweetwater for 14 years now. Prices are great, shipping right-out-the-door when you order. I've ordered Korg 88 key workstations, recently a Hammond SKX system with Leslie 2101 and Leslie 2121 (a real screamer!), and lots of guitar processors. Time to upgrade the PA system, so I ordered a couple of QSC KW153's to go with my QSC KS212C subs and it's FANTASTIC and sounds sweet. Sweetwater service is exceptional. I've only had one return in 14 years and it was an easy exchange.
Products used:
Guitar talk box was the only thing I've ever returned.
Date of experience: June 23, 2021
James, thank you for your valuable review! Your personal inventory of gear is quite impressive! I am happy to hear that Sweetwater has been your reliable source for most, if not all of it! Thank you for your loyalty to Sweetwater over the last 14 years and allowing us to be a part of your musical journey! We cannot wait to serve you again!
- Quincee Musselman, Sweetwater Customer Experience
What a pleasant place to deal with. Great prices, fast shipping and great customer service. Did I mention great tech support with all the right answers.
Date of experience: October 22, 2017
All in the purchase was fast
Sweetwater is very very very good, they do excellent job
Is my first buy and i´m happy, are no complaints or claims, all perfect
Date of experience: October 23, 2018
I have had great experiences with Sweetwater across the board. Rob is always helpful if I have questions. He treats every purchase, small or large, with absolute professionalism. Thanks Sweetwater!
Date of experience: January 3, 2018
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.
Thanks Mark. We work really hard to deliver and amazing customer experience, and I am glad you understand what we refer to as "The Sweetwater Difference." We appreciate your business, and I hope you continue to use us for all of your audio and music needs!
- Zach Bloom, Sweetwater Customer Experience