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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.
I've purchased multiple things from Sweetwater from guitars, to keyboards, to guitar cases. They are very intentional in making sure you have exactly what you need. Alex Berglund, my sales rep, has been extremely helpful and responsive. Sweetwater goes out of their way to be personable with every client they have. No robots, no automated responses, just real people who are passionate about music and helping others. This puts them far above any guitar center or music store. A big organization with a small shop heart. Will continue to be a customer for a long time.
Tip for consumers:
Can only cancel or change orders through the sales rep.
Products used:
Guitars, keyboard, gig bags, guitar strap
Date of experience: January 27, 2023
Sweetwater goes above and beyond to make your shopping experience a positive one. I always recommend them for all of your musical needs. Wonderful place to visit if you can. Check out Gear Fest... I; m very happy with everything I've ever purchased from them.
Date of experience: July 22, 2017
These people are the friendliest most helpful people I've ever talked to. They email your own personal service rep! But even just calling them direct, all of their people are just so wonderful! Thank you for the pleasant and easy help. Have never had a problem. I will only order from Sweetwater!
Tip for consumers:
Can't get any better than Sweetwater
Products used:
Guitar products and accessories
Date of experience: February 15, 2022
Stay away. Far away. Gracious as they take your money. Disappear after your products broken. If it's after 30 days their 2 yr warranty is a joke. You will be sending it back to the company that made it because their useless tech crew can't fix even a tube replacement. They can't fix it or its not really broken. Then your nightmare begins. Religion underlying theme. Don't mix religion with gear please. Big issue no discounts which you can get anywhere. Fight for your price match. They actually will try and convince you it's better to pay full price. Go with indie stores, or musicians friend, Sam ash direct they all will give u a better deal. No bull$#*! in between. Trying to cultivate some type of relationship with u so u will keep coming back. But when u need them they are not your friend. You will find out on ur own unless u maybe get the one decent person there. Even lots of money makes no difference after awhile. Run don't walk.
Date of experience: December 18, 2016
Large selection, although stuff not always in stock. However, As mentioned by others, customer service can be less than desirable, especially for returns.
The issue here is that the return policy poor and unnecessarily overburdened. Moreover, customer sales support goes south once the discussion turns toward return/ refund.
There are other options out there for more effective and pleasant online ordering, if that is the method you use.
Come on guys! This stuff matters when ordering expensive equipment!
Date of experience: October 15, 2016
You can't beat sweet water at what they do, unless you get used equipment. The sales reps know everything you need and will go far for your experience to be top notch. I would recommend this store to anyone that wants to buy any sort of product related to sound or music.
Date of experience: November 21, 2017
I have always had a great experience Gere. My sales rep Ken Nace is very knowledgeable. They have a great selection of new gear and even a used gear outlet. I definitely recommend shopping here. If your thinking about buying new gear, forget about Sam Ash. This place will treat you way better, has better pricing and if there ilare ever any issues they are taken care of right away.
Products used:
Berringer 15" powered sub. Sonar 12" powered speakers pair
Date of experience: December 24, 2023
I ordered a mouthpiece for my saxophone. Was not satisfied with it.sent it back over 3 weeks ago. They are still charging my card for the mouthpiece. I have called twice. And assured it will get taken care of. Got an email that they are charging my card again for the mouthpiece. Called again and assured they were working on it. My first experience has been a disappointment to say the least. Taking way to long to refund. And still charging for something I haven't had in over 3 weeks. Customer service has been a bad experience. I hope they make it right. Was thinking about another mouthpiece but i think I'll look elsewhere.
Date of experience: March 8, 2023
The retail sector of the music industry can seem like a vast, emotionless chasm of stuff that will make you "play better, sound better, blah blah blah." I appreciate Sweetwater so much because they bring back the human element of what should be a very profound and personal experience: purchasing instruments that allow an individual the tools for creative expression. Their shipping is insanely fast, and always accurate. Returns are also a breeze. If you're serious about supporting an organization that truly gives back to the musical community, look no farther than Sweetwater.
Date of experience: August 17, 2020
Best Customer service. Products are ready to play when you receive them. Ken Davis has been great to work with. Videos on the site are awesome. I now only by from Sweetwater. Have no reason to buy anywhere else.
Date of experience: February 25, 2020
The new guitar I received was perfect. Sweetwater has always and will continue to be my go to for all future purchases. They are absolutely amazing. Fair prices, outstanding customer service and the best product selection make them #1.
Products used:
Musical equipment
Date of experience: July 5, 2021
Currently waiting to receive an Acoustic guitar. I got the SN after it was shipped and found it to be 1 1/2 years old. NOS.
They should have advised me up front and discounted it accordingly.
I'm a little skeptical of them now.
Probably will send it back.
Date of experience: July 9, 2020
I started using Sweetwater for most of my music gear purchases (I'd like to say all, but there are items here and there that they haven't had in stock when needed, otherwise they would have got those orders). Each purchase at Sweetwater is followed up by a phone call from their Sales Engineers which serves as fraud prevention in my opinion, and opportunity for them to upsell you (of course) but more importantly, these folks know their products. Any questions or concerns I've had, they have always been there to help. Every order arrives within 3 days max, but typically two. Prices are competitive and I've even called to ask for a better price occasionally, and they worked within my budget. Would highly recommend if them if you haven't used them in the past.
Products used:
DW Drums, Hardware. Zildjian K Cymbals. Triggers
Date of experience: January 19, 2022
I just recently retired and now have more time to devote to my music. The team at Sweetwater has been great in helping me make choices and decisions about equipment and products I may want to consider in preparation for live performances and a home recording studio. Sweetwater's business practice of assigning customers with a dedicated sales engineer with experience is refreshing. Communication with Ian Roegels has been excellent, both via email and phone. The helpful recommendations and customer service, including clear communications regarding online order and shipping status and fast deliveries, are key features that will keep me returning to Sweetwater for any music equipment needs.
Products used:
Musical equipment
Date of experience: March 21, 2022
I never thought I would every buy a guitar online, and yet I bought two at different times from Sweetwater (as well as other equipment). Both times I had excellent customer service, several reps / techs provided patient help with all of my questions, great follow thru and follow-up after equipment arrived. So kudos to Mike and Adam and also to the owners who set their business up to succeed by hiring great people! Michael Henry, Miami
Date of experience: May 18, 2017
Ordered a shelf for my Rock n Roller cart from Sweetwater. Shipped quickly, constant communication and great follow up from Sweetwater to be sure it arrived and if I had any questions. Bonus was the candy sent in the package. I will definitely recommend Sweetwater! Good people, great followups, quick shipping. You can tell they want you to be happy.
Date of experience: October 1, 2023
I will be repeat customer.
1. Customer care is outstanding!
2. I have only placed 2 small orders with Sweetwater and both arrived on time!
3. Email status puts me at ease! Very reassuring!
4. Phone calls to let me know humans are aware :) is a class act!
5. Luke is a pleasure to talk to live on the phone!
6. Not sure how big of an operation this is, but please do not lose your personal touch.
Date of experience: November 27, 2015
Great service. Great shipping two day for me. Personal agent for all orders that keeps you updated about the status of your order. Ordered six times from there and every time has been seamless, not stressful, and a joy. Used them to fix a guitar that had fret ends sticking out when it turned winter time. Sent the product out got the product back and it was I must say better than it was brand new. Their repair shop is awesome at least in my case. I feel taken care of by them. I am surprised by all the bad reviews.
Date of experience: December 24, 2015
I have spent hundreds of dollars at sweetwater. My so called sales rep? Is an $#*!. He never returns calls or emails. And when I'm lucky enough to get him on the phone? Hes rude and trying to get me off the phone. I tried for two weeks to get help on ordering a drum rack. No luck at all. Finally I just went to musicians friend. They put together what I needed. And it will be here in two days. The other sales associates are decent enough. But this used car salesman of a sales rep should be fired. So. Needless to say. They lost out on a 752.00 sale. I wont say this guys name. But he speaks with an aussie/brit accent. Arrogant jerk. I guess I'm nothing but dog $#*! to him.
Date of experience: November 27, 2017
Everyone sells gear, and frankly most of the prices are already very similar as they shop each other. The ONLY difference between most online music stores, and even brick and mortars is, what happens when something isn't right. Sweetwater gives you an extra year, and in my particular case, sent me my replacement along with a return label for the damaged item. No hassles, no questions, no problems. THAT is why I will always do business with and encourage my friends to do business with them. Awesome job guys! Thank You!
Date of experience: April 10, 2017
TJ and the Sweetwater staff are true professionals. They seamlessly handled a large order, which was delivered on time, and in excellent condition. I look forward to continued business with Sweetwater.
Date of experience: November 12, 2020
I contacted Mike, my Sales Rep., at Sweetwater.com. I found him to be very friendly and knowledgeable. I received my Gretsch 4 piece rock kit on Wednesday, and played a gig on Thursday night. Drums blew me away with their powerful sound! For the money you cant go wrong!
Date of experience: July 21, 2018
The whole process from start to finish was a pleasant experience. The customer service representatives are extremely helpful and promptly communicate if there is any problem or delay with the shipment(s)
Date of experience: June 13, 2018
I'm a church pianist and purchased a Yamaha digital piano from Sweetwater four years ago. This instrument and a set of additional speakers are just what we needed. Sweetwater excels in product quality and in customer service. They carry everything from top-of-the-line instruments to quality beginner instruments, plus all the amenities needed to publicly perform. Their service techs know their stuff and will guide you every step of the way in setting up whatever you need. If by some chance (and that's slim to none) something goes wrong, they will make it right. I rarely, if ever, leave feedback for online purchases but these folks deserve to be recognized. I'm sold on Sweetwater.
Tip for consumers:
Their website is set up to make everything very easy. You can even get a free color catalog mailed to your home. These folks have it together!
Products used:
Yamaha digital piano and iLoud portable speakers.
Date of experience: September 11, 2021
Wow, what a wonderful review, Pat! Thank you so much for taking the time to write such an impressive review! I appreciate you turning to Sweetwater for your music gear needs. We look forward to serving you again, Pat!
-Stacia Brinneman, Sweetwater Customer Experience
I teach Zoom violin and ordered a compressor mic...when it did not correct the problem, I was on hold 45 minutes for customer service (they said they were busy and call back earlier or later)...the return could only go back Fed Ex, a 30 mile round trip. Sweetwater sales and marketing are excellent but support less than one star. I fixed the audio setting myself and realized I did not need the mic they recommended and also advised ordering a compressor. I'm very disappointed and wasted my time and money dealing with this company...so sorry.
Tip for consumers:
45 minute hold for customer service?
Products used:
None....after returning their advised and expensive solution(s), I fixed the problem with an audio adjustment on my laptop.
Date of experience: April 6, 2023
Grace - thanks so much for the feedback. I'm very sorry to hear this was such a disappointing experience. I would love to try and make it right, so please reach out to me at justin_dunbar@sweetwater.com so we can help!
Sweetwater has an amazing array of gear, at the best prices on the internet, and as other reviewers have stated... their customer service is unbeatable. My sales engineer is knowledgeable about every aspect of pro audio and never pushes me to buy anything.
Date of experience: May 24, 2010
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 stellar review, Dale! I am glad to hear that your guitar is perfect! Thank you for trusting us with your future purchases! We appreciate your kind words!
- Quincee Musselman, Sweetwater Customer Experience