- Log in
- Browse Businesses
- Guides
- Resources
- Write a Review
- Request a Review
- Backed by the National Science Foundation
- For Business
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.
I have never had a issue with help making a purchase or not received great advice to decide. Returns are easy and was my mistake on product.
Shipping is great.
Keith treats me as a person not just the next sale.
It almost always is a sale anyway but led not pushed.
Tip for consumers:
Always get a personal Sales Engineer
Products used:
Guitars, and equipment
Date of experience: October 13, 2021
I have been a loyal customer since 2003. I had a large order and I ordered around May 27,2020. My salesman Delvin was strait up and said some of my order was going to be difficult due to the virus. He did suggest alternatives and actuality they things he suggested turned out better for me. The negative customers should understand that a lot of the delays were not the companies fault.
Date of experience: June 19, 2020
Well, before my purchase, I read several reviews. I can't agree more. Very pleasant and easy experience. Jeff Weinstein was nothing but a gentleman and awesome through the process even emailing me when my guitar was shipped, etc. just a great experience with Sweetwater and would definitely give them my business again. By the way, my guitar is absolutely gorgeous! Thank you Jeff!
Products used:
Fender American Stratocaster in “Dark Night” color and maple fingerboard.
Date of experience: December 30, 2022
Searched all over the web for a good deal on some above average cymbals…marketplace, Craigslist, eBay and no real good deals anywhere. Found a demo 7 piece Rock pack at Sweetwater for an awesome price. Spoke directly with sales and they worked with me to get an even better deal delivered. Cymbals look like brand new at an unbelievable price. Very happy with my purchase at Sweetwater!
Tip for consumers:
Call and speak to a sales associate. They may work with you on price and shipping.
Products used:
Paiste PST7 Heavy Rock cymbal pack
Date of experience: January 6, 2023
I have been a Sweetwater customer for many years. They have everything you could possibly need musically and have the best customer service in the industry. I highly recommend Sweetwater for all your musical needs.
Tip for consumers:
I think Sweetwater is a great company and has the best customer service in the industry.
Products used:
Various drum and sound equipment. I have purchased cymbals, microphones, mic stands, digital mixer, in ear monitor, monitor body pack, drum heads, drum sticks, interface, lavelier and various other items.
Date of experience: January 6, 2024
Rob is the best! Knowledgeable, honest and goes above and beyond! I came over from Musicians Friend because I ordered an item in December of 2020. After months of stories, I reached out to Sweetwater and was lucky to get Rob. He didn't promise me the rainbow - he gave me accurate and honest status reports and called me directly! Fantastic Customer Service. I feel he's more of a friend not a vendor. The item in question: Nathan East Signature 5 string bass.
Date of experience: October 9, 2021
What a kind review, Joseph! I know Rob works tremendously hard and appreciates your generous feedback. I will let him know how much you enjoy working with him! Enjoy that five string!
-Stacia Brinneman, Sweetwater Customer Experience
I have been a customer of Sweetwater for maybe 30+ years. At one time I got to purchase many thousands of dollars worth of equipment for my previous employer. Now I only buy occasionally for myself. They treat me with the same top-notch care and respect as if I were a famous musician. Plus, their product support is the best. And by the way, if you're even thinking about buying a ProTools system, these are the people to get it from. Their engineers in customer support were better than paid support from the makers of the systems. I now work for that big online company that starts with an "A" and I can tell you, the prices at Sweetwater are competitive with anyone AND their customer support is the BEST! I don't buy sound equipment from anyone else.
Date of experience: October 30, 2023
I just got a bass from sweet water and it showed up in great condition with no flaws, also you can tell they put a ton of time into making the shipping safe for the bass or guitars they send out. Heck the even sent a small bag of candy as a thank you for purchasing from them. The shipping was fast. Great business will by from again!
Products used:
Bass guitar
Date of experience: September 17, 2021
Thank you for the great review, Seth! Our guitar gallery and shipping team do a great job preparing and protecting guitars to be sent out. I am thrilled to hear you enjoy your bass! We look forward to serving you again soon.
A beautiful instrument with great sound. I surely appreciate the excellent customer service, especially how Jed was brilliant in leaving his customers with another associate (Alex) to care for their needs while he was away. Alex was patient and helpful in discussing my options, getting the transaction completed, and shipped immediately. What a company!
Thank you Jed and Alex for going the extra mile in customer satisfaction. You both rock!
Products used:
GS Mini
Date of experience: February 2, 2021
Thank you so much for choosing to shop with us! We are truly blessed to have great sales engineers who take amazing care of their customers. I know how hard both Alex and Jed work to take care of their customers, and I’m glad you got to experience that first hand! Let us know if you need anything else!
Zach Bloom - Customer Experience Specialist
Wish to say that. Lucas N. And Michael H. Gave me one of the best service help I could expect even though I didn't spend hundreds of dollars... Lucas got me hooked up with IT guy Michael and remotely set my computer... thank you guys I would put your last name... your that good... hope your company can tell who you guys are... if not Lucas call me you got my no.
Products used:
Interface
Date of experience: June 29, 2021
Thank you for your review, Derick! I am happy to hear that your Sales Engineer, Lucas, and one of our amazing IT team members, Michael, were able to give you great assistance! Our Sale Engineers and IT team work hard day in and day out to provide the best service to each customer! We can't wait to serve you again!
- Quincee Musselman, Sweetwater Customer Experience
For the amount you spend you would think there would be a better way to expedite shipping but it seems the process is very slow. The website has some false timer telling you to order now and get it by whenever. So you feel spurred to buy only for the timer to be arbitrary. After purchase just ship the product. FedEx still hasn't received my package and it's the day the timer said I should be getting my guitar. Very disappointed
Date of experience: January 10, 2023
What a great buying experience! I made such a small purchase, the recommendation and the follow-up were unexpectedly amazing! The little extra in the box was received very well by the recipient of the gift. Thanks for your exceptional treatment of customers. I'll be back and I definitely recommend this store!
Date of experience: April 22, 2021
Thanks Cathy! I am so glad you had a wonderful first experience with us! We treat every order with the same care and attention, and I hope you continue to let us show that to you!
- Zach Bloom, Sweetwater Customer Experience
I have purchased a lot of musical equipment from these guys (many guitars, pedals and audio interfaces). Always great experience. Communication is good and they always follow up to make sure you are satisfied with purchase. Highly recommended.
Products used:
Fender Stratocaster, Helix
Date of experience: September 12, 2022
My first experience ordering equipment was met with superb customer service and follow-up. The delivery package was received earlier than expected which included an old fashioned touch of a candy bag and catalogue. Simply put: awesome.
Date of experience: August 2, 2017
I have never encountered any other business, either online or brick-and-mortar, that has provided me such fine service. They seem to bend over backwards to make sure the customer is satisfied. I have ordered from them three times, and every time was a pleasant experience. And I found their prices competitive, plus free shipping!
Date of experience: September 12, 2017
Shoutout to Brandon Buckley over at Sweetwater! He and his great team helped me through every step of buying the right product for me and also returning an order I accidentally bought! 5/5 stars any day!
Date of experience: December 9, 2021
Ordered a drum kit from them. Joe James helped me out and was so patient. Shipped everything immediately and it arrived 4 short days later perfectly packaged. Couldn't recommend these guys & gals enough.
Date of experience: September 24, 2021
Joe is very patient and knowledgeable! Thank you for taking the time to give Sweetwater a review and to let us know Joe took great care of you. We look forward to assisting you again, Scott!
-Stacia Brinneman, Sweetwater Customer Experience
Awesome customer service. My Zuma arrived just in time. Love it very much! I always recommend this place to all my friends who are interested in buying any type of gear. Sweetwater is the best no doubt.
Date of experience: December 25, 2017
Sales Department like all Sales Personal are Phonies. These guys remind of Guitar Center and Sam Ash. If your not going to buy, stay away. This Company has no honor for Music or helping those who appreciate the Music World. A bunch of "wanna be's" looking to pick pocket the weak. Also, what's the point of offering a 3-6 month payment plan if you must pass a credit check and/or long time loyal customer as this option was created for poor? Don't you think I would have paid in full if I could afford it? Soon to go out of business is my prediction. Long time customer and so many bad experiences w/the sales team. I recently declined my last purchase as the sales team was extremely rude pushing me to buy as well as telling me my credit is no good there as I was denied 2 months ago. I reapplied online and was approved. How discouraging. Please hire New sales personnel. Only the Managers Appreciate, excluding the supervisors. I've had such a bad experience with this company. NOT RECOMMEND!
Tip for consumers:
Just stay away. Your better off going to a pawn shop. No hassle, no greedy salesman and always willing to negotiate lower prices. Plus layaway’s are always welcome.
Products used:
I went back to Guitar Center as I was offered a Online Discount as a loyal customer.
Date of experience: March 13, 2023
Surprised to read any negative reviews on this company after my straight positive experiences with them over the last decade and that includes lately. My rep Erik has been extremely helpful and very accommodating. They've been very understanding with a bunch of returns I've made.
They may not carry quite the inventory that Guitar Center does but they also aren't going bankrupt and don't sell used/tried instruments as new. Items advertised as in stock always are and shipping is virtually immediate and instruments arrive very quickly. Your instrument is inspected before being shipped and is always very well packed (hey, Amazon). Sweetwater includes a two year warranty on instruments and is a Fender authorized service shop (try and find those now). Anyway, they have locked in customer loyalty with me.
Tip for consumers:
Best alternative for instrument purchase
Products used:
Guitars, keyboards, accessories
Date of experience: March 14, 2023
Over the years I've spent a lot of dough at Sweetwater. They've never steered me wrong. Always great advice and super competitive prices. (cheaper in many cases) A company that is truly focused on customer service.
Date of experience: November 6, 2019
I am consistently delighted with Sweetwater and especially my personal rep, Kenny Stratton. I've made at least 20 purchases over the past 10 years from this company, and I can truly say I have never had anything less than an excellent experience. These guys walk the talk... rapid delivery, everything packed securely for maximum protection, and outstanding products. I love the Guild bass for its tone, easy playability, and versatility. Ken always follows up to make sure everything went fine with my purchases. I unconditionally recommend them, for any kind of instrument or gear. Call and ask for Kenny Stratton... you won't be disappointed.
Date of experience: March 28, 2018
Outstanding customer service. Sales exec - David Means - a class act, full of integrity and expertise. Tech service team is as patient as one could ever ask for.
Thrilled that I found your site online.
Date of experience: May 8, 2017
This is the best place to buy music gear anywhere on planet earth. Full stop. I've ordered big ticket items and small little accessories, you can always count on the right price followed by mega service. There is a reason everybody loves Sweetwater.
Date of experience: December 2, 2022
Despite pictures of fully assembled kit and "turn key" language in description this bundle does not include key elements of high hat stand, snare stand and bass pedal. The recommended package to add is close to $800 more.
Rather than the hassle of repackaging and eating the high shipping cost of returning multiple boxes we are going to purchase needed equipment elsewhere and never do business with sweetwater again.
Shame cause experience has been good before. But frankly feel package was misrepresented and my son was of course so disappointed he could not play his Christmas gift.
Not sure if other packages have same elements missing. Regardless will be adding same review across Google and all other relevant sites.
Date of experience: December 27, 2022
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.
Sweetwater sees every customer as an opportunity to create a relationship. I am thankful that we have been able to build a relationship with you. I know Keith looks forward to assisting you again.
-Stacia Brinneman, Sweetwater Customer Experience