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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 have bought several high dollar instruments from Sweetwater and from placing the order to getting the item couldn't be easier. I know I will get good quality items from them. I play professionally and need dependable equipment and I will not buy anywhere else. Sweetwater is simply the best
Products used:
Guitar, bass, amps, cables, pedals, etc
Date of experience: July 19, 2021
It is rare these days to experience true post sales support. I was cynical about the first email I received from a sales person after my purchase of a Line 6 HX Effects pedal, but was truly impressed by his knowledge of the equipment and his willingness to help me find the right accessories for the product - even some that weren't sold by Sweetwater. In this cut throat world of online retailing, Sweetwater is going the extra mile to try to build a relationship with their customers and I applaud that.
Date of experience: March 12, 2018
The fact that the prices were more than just competitive and that I received a call so that I verbally could tell of my experience to a live person was both refreshing and appreciated. I tire of website reviews and automated telephone responces.
Date of experience: July 3, 2017
Best selection and the best prices. Best warranties and the site is very easy to navigate. With the experiences Ive had at Sweetwater I dont think I could find a better site to buy from. These people are the best at taking care of their customers. They follow up on you to make sure youre happy. AND I AM! Thanks again.
Date of experience: January 27, 2018
Wanted a beginning sax for my teen Grandson and we found what he wanted at Sweetwater but it was made in China so I balked. Talked to a "sales engineer" and he assured me that everything brought in had had a multi (42 I think) point quality check and it would arrive pristine. When it arrived there was a brass ring part toward the top, holds the reed I think, that was obviously damaged. Easy to see and not done during U.S. shipping. Bad. After pics and some comms Sweetwater agreed to replace the part with an "upgraded" version of the part. I checked their similar parts and they offered the cheapest replacement possible (upgrade from what?). In the end I think the inspection statement is a marketing ploy and does not actually occur. Maybe a spot check but nothing thorough. The damage was extremely easy to see. When we go for an upgrade I will go out of my way to buy from someone else and even pay more. There were also some shipping (drop from 3rd party) problems for additional items so a very large hassle. Also no real apology or explanation of the mistake. Cold exchange. Beware. He loves the sax and he is getting good.
Date of experience: January 1, 2024
Purchased a schecter solo 2 custom little over a year ago with case around 11 hundred in the deal, i felt some thing was wrong with this guitar, played a show with this guitar and was so embarrassed when i went to use coil tapping the knob flew off into the crowd and volume pots became very noisy like they were dirty, I was very upset with this guitar did not want to play it again put it in the closet and used other guitars. Recently i took this guitar to a professional tech, the frets were not level the neck was out of adjustment and the bridge was not intonated. It seems to me this guitar was not even looked at, the pickups sound bad no mids. Will not purchase here again.
Date of experience: December 14, 2020
Thanks for reaching out, Larry! We'd like to look into your order and guitar's warranty info as soon as we can. When you have a moment, please contact us directly at (800) 222-4700 or sales@sweetwater.com. We appreciate you writing today!
Great folks to deal with, they are very responsive and offer service and support above and beyond the call of duty. I have bought Guitars, Keyboards, Amps, and Effects Pedals with confidence. My most recent purchase a Guild CE100D Capri that was shipped promptly and arrived exceeding my expectations. I know if I need it or have questions, Sweetwater is the place I go.
Date of experience: July 22, 2017
Just a quick comment!
If you have a product that is defective, you shouldn't be selling it. But if you have a product that is having a trend of getting broken for the same reason, as a customer I expect, at least your response to be as fast as possible and have a solution for it. Dear sweetwater, you have failed in providing the excellence in service you say you do!
I'm talking about the Helix Line 6, all of them got buttons out of order!
Shame on you guys.
Date of experience: April 14, 2022
Hecney - I'm very sorry for the trouble with your defective unit and for the trouble getting it resolved. As I understand it, we replaced that unit with a new one, so hoping that the replacement is working much better for you. We work really hard to jump on issues like this when they come up and get them solved for you as quickly as possible. We've learned from this and will be better as a result.
Joe Perrone keeps me up to date and always willing to go the extra mile to find you the best competitive price for your gear. Joe is attentive to your needs and understands what is needed for each situation on a case by case basis.
Date of experience: January 3, 2019
Sweetwater is the Best place I have shopped at on line. 100% Satisfied with every purchase I have made there. I say you get the best for Less. Shop there once you will go back, I am quite certain
LEveryone there is Excellent.
Stanley Moulton
Tip for consumers:
Try shopping Sweetwater you will be glad you did
Products used:
Guitars and Guitar Cases
Date of experience: April 30, 2021
Thank you so much for a great review Stanley! We put a very high level of effort into our customer service, and I am glad you are experiencing that! If you need anything, you know where to find us!
- Zach Bloom, Sweetwater Customer Experience
As a Sweetwater customer for 10 years, I have learned that Sweetwater's claimed comittment to 100% customer satisfaction is real. They have never let me down. Thanks to Sweetwater and my rep, Nate Burkhardt, for a job well done! #customerforlife!
Date of experience: August 19, 2020
I had a great customer service experience with Sweetwater. They assigned a rep to me for the purchase, which made me feel like any questions or problems I had could go directly to one person. They followed up after I received the shipment just to make sure everything was okie dokie. Overall great experience!
Date of experience: October 10, 2017
Someone tried to make a large purchase with a great deal of personal information. Sweetwater refused to provide any information I could use to try to identify the source of the criminal activity. STAY AWAY from this company
Date of experience: October 8, 2018
I purchased a rather expensive guitar from them ($1,600) and it showed up totally out of whack, strings buzzing and intonation off (they say they compete 50 some point inspection, no way). I was just not happy with the guitar, and guitar quality (I tried doing a setup, but something was off). I called them the next day to get return instructions, and it was like pulling teeth trying to return the guitar. They kept telling me to wait to return the guitar, and kept asking me over and over again why I wanted to return the guitar (like 10 times!). I kept telling them, I told you why! After I insisted over and over again to return the guitar, and the Sweetwater guy on the phone getting rather snarky (really unprofessional), they finally emailed me the paperwork to mail back the guitar. The only reason I kept my cool and remained so pleasant is because I was afraid they would not honor their 30 return policy. Last time I buy anything from them.
Date of experience: November 1, 2015
Been dealing with Sweetwater on and off for about 5 years now and always had a good experience with Jon. Resentedly I needed some help with a guitar that I was looking to upgrade, mind you a guitar that had nothing to do with Sweetwater. Explained my issues to my sales engineer and the very next day he had answers for me. Jon also gave me alternatives to my guitar issues.
Kudos to Sweetwater.
Date of experience: January 20, 2023
The first keyboard I purchased from Sweetwater didn't work out for me. Sweetwater accepted the return (I had to pay return shipping) no questions asked. The second keyboard delivered was the one I really needed and they worked it all out to adjust price and ship ASAP.
Date of experience: July 22, 2017
Wouldn't go anywhere else for music equipment for my studio. Very knowledgeable sales engineers whom are musicians and recording engineers and often have first hand experience with equipment that I'm interested in purchase. Very completive pricing.
Date of experience: June 28, 2018
I was extremely satisfied with the service and attention I received from the sales engineer, John Tonello. I've purchased a lot of equipment over the years from a number of different retailers. I've never had a more pleasant transaction.
Date of experience: January 12, 2023
Couldn't ask for better customer service. Very knowledgeable about the product. Willing to go the extra mile to make you completely satisfied. Alex is a pleasure to work and very willing to help you figure out what you need.
Date of experience: March 11, 2018
When I first got follow-up calls from a SW rep a few years back, I admit I was annoyed. I wasn't yet in a position to buy, I had just been window-shopping. During a call it was suggested I apply for a SW Card and I was not accepted.
Fast forward a couple years... my rep Roq was persistent in following up with me and I eventually did qualify for a card. I have made a few 0% interest purchases since and I've grown to appreciate his communication and expertise regarding gear suggestions and my eventual purchases.
I even received a follow up call after an expensive purchase to see how I was getting on with my new keyboard.
I value transparency and good communication. Roq Martin and Sweetwater have provided that, above and beyond.
I'm a customer for life.
Products used:
Music Gear
Date of experience: January 2, 2021
Wow Dann! Great to hear you stuck with us all this time, we are grateful for that! I know Roq is a hard worker, and he really cares about his customers, so I'm glad he was able to work with you on this! Let us know if you need anything else!
- Zach Bloom, Customer Experience
I bought a martin hd28 and the strap plug was drilled at an angle and it wasnt even the guitar I order they said the one I ordered was defective so they sent me a defective one go figure and the wood grain on the front as marks, 3rd time sweetwater has screwed me in one way or another would not recommend them to anyone.
Date of experience: May 18, 2023
-Danny, thank for the review. I am sorry to hear that your most recent experience with us was less than satisfactory. I would love the opportunity to be able to dig into this and make it right. Please email me directly at alisha_hall@sweetwater.com
I have been impressed with Sweetwater since my first purchase. Easy sire to navigate, quick shipment, quality packaging. Now I have purchased a Meinl cajon slap drum and I love it! Great sound and no setup! Fun to play and beautiful to look at. What a great product!
Date of experience: October 4, 2016
Been going through Sweetwater for almost a year now and they still continue to amaze me from outstanding customer service to having the best equipment for an affordable price. My personal sales engineer Michael has helped me with any problems I have encountered he also has been very insightful when asked questions about new products I may be interested in basically what I'm tryna say is I would recommend Sweetwater to anyone who has a strong passion for music.
Date of experience: July 27, 2018
Purchasing the X Air 18 Digital Mixer was the great improvement to our church sound system. Being able to save settings for our band when we have a guest group making it real easy to recall settings. We replaced a 32 channel mixer board with our X Air Digital Mixer, what an improvement. I recommend the X Air Digital Mixer for places with limited budget.
Date of experience: February 8, 2017
When I buy a product online, the only communications I want are:
1) the invoice for my purchase
2) the shipping tracking information
I'll tolerate some online store's marketing emails because at least I can click an unsubscribe button and never deal with it again. With Sweetwater, I got multiple phone calls, emails, etc from a "Sales Engineer" about my purchase, which is not something I consented to in the slightest. Some people might like this, but it should be an OPT-IN service, not OPT-OUT. When I confronted my "sales engineer" about this, he got defensive of the practice, so ultimately I blocked the phone number and his email address and will not be ordering from Sweetwater again.
It's unfortunate, because otherwise their selection is great and my gear came in safe and secure (and quicker than expected).
Tip for consumers:
Give them the phone number to your local strip club or something if they're your only option
Products used:
Microphone and related accessories. Bass guitar.
Date of experience: June 28, 2021
Thank you for sharing your feedback with us, Braden. We take privacy very seriously at Sweetwater and know that the way we do business is different than most retailers. At Sweetwater, our goal is to build a relationship between the Sales Engineer and the customer, creating a top-notch level of service that is unique to each experience. We understand that some people do not enjoy this type of business and respect their wishes to not be contacted. I am having trouble finding you in our system so please feel free to reach out to me directly at Justin_dunbar@sweetwater.com and I would be happy to help you get this situation resolved.
Justin Dunbar
Director of Customer Experience
justin_dunbar@sweetwater.com
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 your wonderful review, Chrissie! I am so thankful to hear that Sweetwater has been nothing but great experiences for you! We are always here to assist in any way possible! Thank you for choosing Sweetwater; we are so grateful to serve customers like you!
- Quincee Musselman, Sweetwater Customer Experience