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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.
In all my years of playing professionally (35 years) I have never been treated better or had a better customer service experience than with the folks at sweetwater. Whether it's advising me about the latest and greatest new gear and giving me Honest, seasoned advice, or helping me locate that special hard to find guitar or keyboard I just have to get my hands on... these guys rock. I've been a loyal customer for the past 10 years and give them my highest recommendation!
Date of experience: February 7, 2019
I have been using sweetwater for many years and will always go to them for my music needs. They are extremely personable and if you ever have a question it is easy to get a hold of a rep. The company has what is best for the customer in mind and will not try to push you into an unnecessary or unwanted purchase. Purchases are shipped extremely fast with reasonable rates on anything you buy and they prioritize every purchase whether you pay 10 dollars or a 1000 dollars the will take care of you. I will recommend them above anything else out there.
Date of experience: June 13, 2018
Best customer service in the industry, and I mean all industries of business even beyond music! The amount of support and appreciation this company gives to their customers is amazing to me. It feels like you're a family member from the first purchase!
Date of experience: December 18, 2019
Wow! Customer service is unbelievable in this company! Old school service, super professional, and the shipping was lightning fast. I got a phone call FROM A HUMAN (in america) within five minutes of placing a 30 dollar order. Tracking number emailed to me within a day of placement of my order, and my package arrived in three days, with a hand signed pamphlet and a bag of 'compliments of sweetwater' candy for the kids! I give this super outfit five stars and would easily give them six if it was an option. Needless to say, they won my business, no question.
Date of experience: November 16, 2017
In my 54 years I have never experienced such phenomenal customer service like the service provided by Sweetwater. Brock was absolutely amazing! He assisted me prior to the sale, made some recommendations that completely enhanced my order/experience and made sure to call me after the sale and delivery to make sure everything was just perfect. I never felt rushed to get off the phone and he even extended an invitation to reach out to him at any time, even if it was just to "talk shop". Real people. Real cool. They have earned a loyal customer. I've never experienced anything like this. Oh, and the prices are awesome as well!
Date of experience: March 16, 2019
I know almost nothing about musical gear and was totally confused by some of the hook-ups. Called Sweetwater's tech service and they walked me through everything. Prices were some of the lowest as well, so it's an unbeatable combination. Makes me almost want to be a musician...
Products used:
audio analog-digital converter
Date of experience: May 19, 2022
Drew Foster, sales engineer was/is amazing! It's not often I post a review anywhere but just had to say how impressed I was with Sweetwater's customer service. From initial purchase, to followup, to any end user/product issues. They have always been amazing, personable, and very customer oriented. I hold out from buying anything from any other source and always trust Sweetwater with my purchases because I know they care as much about what I'm buying as I do! A+
Date of experience: November 30, 2018
I bought an American Performer J bass. The action was so high (not factory spec) it was barely playable. Had to take it to a luthier to fix. He said the neck was VERY bowed (not due to temp/humidity), and the truss rod nut had tool marks because apparently the 55 point inspectors tried to adjust the truss rod to lower the action (bad idea) without removing the pick guard, to save time. I told sales engineer CJ Onyx about the problem, but she's gone silent and Sweetwater has done nothing to make this right. Glad I have a good luthier, definitely needed him to do what Sweetwater failed to do. Don't buy from Sweetwater just for the 55 point inspection. It's sort of a scam.
Products used:
bass guitar
Date of experience: April 4, 2023
Customer service with them is by far the best I have seen in a long, long time. Bought two things and one just didn't work for me. Called them and talked to my sales engineer and was told no problem. Sent me a shipping label, I returned the product I didn't want and within a few days had the one I wanted. I am so happy with what I got. The quality is wonderful. James Ridings kept me appraised of what was happening all the way through. He explained everything and I am thankful for his help. Honestly, can't beat this company.
Products used:
Cajon and Ukulele
Date of experience: June 26, 2022
Sherry - I'm glad to hear that we could get you set up with the right gear. We are fortunate to have James on our team. He's a tremendous asset to the music community. We look forward to having the chance to serve you again in the future.
Ethan K - Customer Experience Specialist
I looked at several online retailers before purchasing a flute case for my daughter and I am so glad I went with Sweetwater! Their prices were significantly lower than other retailers, shipping was free, and I received my order the next day! The case was brand new, in perfect condition, and packaged carefully... and there was candy!
Tip for consumers:
Excellent company, highly recommend
Products used:
Flute case
Date of experience: December 2, 2022
Sweetwater is so good that I'm not buying anything of any value anywhere else. This place stands behind the things they sell. The people helping you are really helpful and smart and actually care. I'm thinking of taking the 2 hour drive just to go there in person. You can't go wrong with Sweetwater.
Date of experience: July 26, 2018
Great company and Customer Service. Ordered for Christmas, and it showed up before expected. They even called to make sure everything was ok. Love these folks.
Thanks for everything,,,, will definitely order again.
Date of experience: December 23, 2016
I don't know why I haven't been ordering from Sweetwater, but that's changing now. My first order arrived faster than expected and Sweetwater's customer service is second to none. Support information that comes with the order and the follow up calls to make sure the gear arrived and works is top notch. And the gear I purchased was priced less from Sweetwater than anywhere else on line or in stores.
I'm not much in to writing reviews, but I had such a good experience buying from Sweetwater I'm writing one. They are now my main source for music gear!
Date of experience: June 7, 2021
Thank you for the amazing review, Mark! I am so happy to hear that you experienced the Sweetwater Experience! We pride ourselves on providing excellent customer service, competitive prices, and an overall amazing experience! We are excited to serve you in the future!
- Quincee Musselman, Sweetwater Customer Experience
Sweetwater is a 21st Century company with old school values. A pleasure to do business with, totally honest and exceptional sales and customer service. You can feel 100 percent confident purchasing from Sweetwatar.
Date of experience: December 21, 2020
They have always treated me as a valued customer, no matter how much or little I spend. Best customer service, no question. My $80 headphone purchase this time was respected as if I were building an entire studio.
Date of experience: May 2, 2019
I have bought over $20,000.00 in musical gear, mainly guitars and amps. They have always beat anyone else's price. I did receive an MIM Stratocaster and they replaced it without any questions asked. I've been dealing with them for over twenty years and have been thoroughly impressed with the quality of their setups prior to shipping a guitar and the excellent customer service.
Date of experience: December 14, 2015
The fact that they give you a call to thank you for ordering and to make sure everything went well is pretty great. Shows they truly care about their customers! My mom loves the harmonica I bought her!
Date of experience: April 12, 2021
That's great to hear Cameron! We truly treat every customer wether it be a harmonica, or a full on custom designed recording studio, the exact same way! We value your business, and if you or your mom need anything else, please reach out to your sales engineer! We would love to help!
- Zach Bloom, Sweetwater Customer Experience
Just bought a guitar from Sweetwater and what an amazing experience, they made it seem so easy, it was like I walked into a music store in my home town, very easy to deal with. Thanks again Sweetwater
Date of experience: October 31, 2018
Learned about them from a small shop in my hometown. Sweetwater is the first big guitar and sound shop besides my local one who called me personally to tell me my stuff was being shipped. A shame they are so far away. And they have it all with an easy to navigate website. Would recommend to anyone.
Date of experience: December 15, 2020
Bought a pedal and one of the pots (knobs) was going bad. They sent me a replacement immediately along with a label to return defective pedal. No questions asked, they kept a card on file of course, but i plan on sending back the bad one regardless. 5 thumbs up, all star service. Totally would reconsider buying more from them
Date of experience: September 16, 2017
Sweetwater has brought back a level of customer service which is not heard of anymore. David Snow was an awesome person to deal with. I was very skeptical about ordering a guitar without seeing it and playing it, we live in a remote area so not a lot of choices. I would not buy new equipment from any other company.
Date of experience: April 7, 2017
Lie after lie! Enough said, Nobody from this evil company will get my hard earned money again. Funny how a store worth half a billion dollars can't be honest and keep their word.
I guess that my $ 3300 dollars was their first priority not my satisfaction. What a shame!
Date of experience: December 26, 2016
The customer service is unparalleled, I've never found a company so persistent on making me happy. I truly feel like a valued customer when they call me up to resolve even the most insignificant of questions I have about my new guitar.
Date of experience: October 10, 2017
Was a issue with billing, They called me and even tho it was the salesman day off he returned my calls promptly to resolve it. Would definitely use again.
The other 2 associates i dealt with were also friendly, polite and helpful
Tip for consumers:
Very helpfuly .friendly staff. willing to go above and beyond for service whether it be answer tech questions or calling you on their day off to resolve a situation
Products used:
rotosounds 5 string set for bass
Date of experience: May 16, 2022
Thanks Thomas for the kind words! Sorry for the initial billing issue, but glad we were able to help get things squared away. We'll look forward to working with you again!
Great, no, the best customer service of any company I have done business with no matter how much you are buying. Your personal sales engineer follows up from beginning to end and after your purchase. Thanks to my sales engineer David Snyder
Date of experience: February 6, 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.
Edward - thank you for your kind words. We are glad we were able to help. There's never been a better time to be a musician! We'll look forward to working with you again!
Ethan K - Customer Experience Specialist