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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 would highly recommend this company. The engineer that was assigned to my purchase was Ryan Arteaga. He was very honest and professional. He addressed al of my concerns and the communication was incredible!
Date of experience: October 12, 2022
I don't buy from anywhere else,
That's how good they are.
From the customer service to the choices of products, the great photo quality of the products, the easy to navigate website, the checking of the product before shipping.
Fast, free & SAFE shipping.
The Candy of course hahaha.
Everything is more than excellent!
Love Sweetwater.
Date of experience: August 14, 2017
My experience with the customer service rep was extremely pleasant and lucrative to say the least. He listened to what I had to say and acted on my request. He made my purchase both pleasent and lucrative. Thank you Sweetwater and Mason.
Date of experience: August 12, 2018
This bussiness was recommended for several colleagues and also some friends, and i subscribed to the page and i made a purchase, i made a purchased and they sent me a receipt, 2 days after i received an email staying the item is out of stock, for me this is very unprofessional they let me to do all the enrollment and also send me a receipt with a item that never showed it was out of stock, and the person who emailed to me from this company it said maybe its an error, but guess what? I just search the product again in the website and it is still available and i doesnt say its out of stock, when they actually dont have it... very dissappointed of this business, i will never buy from them
Date of experience: May 25, 2020
Spoke back and forth via email with Stuart Niven and Alex Roderick in regard to the suggestion given in my to title AFTER wasting $38 for 2 Day Delivery that arrived in 4 days on one item, and the other out of stock the at was to be a Christmas present. I am am now told they may not get the product until January in order to ship it to me. I would have canceled, but unfortunately, Sweetwater is the only company this particular product is sold. It is a particular cajon drum that my husband wants. So I wait.
Sent a message to the President of SW today, and await a reply.
Date of experience: December 19, 2021
Not satisfied In my search for items locally, I turned to Sweetwater for lowest prices and fast delivery. Name dropping Sweetwater the other day I did get a price match for something I needed that day.
Date of experience: October 17, 2017
I'm switching my purchases to ZZounds. The customer engineer I was assigned too doesn't seem interested in my small purchases and info that I need back ASAP. When I ask important questions (at least to me there important) Maybe during covid his business is through the roof?
Date of experience: September 1, 2020
Hey, Cris! Thanks so much for sharing your experience. We'd like to look into this for you as soon as we can. Could you please send our Customer Service team an email at WeCare@sweetwater.com to confirm your info and (if applicable) your order number? Thanks again for reaching out, we truly appreciate it!
I received the cajon in great condition. I am impressed with the promptness of service and the quality of the cajon.
Looking forward to purchasing from you in the future.
Thanks again for the great service.
Bill Lang
Date of experience: August 14, 2016
I had an issue with an oder several months ago - a pair of Ahead drum sticks - and Sweetwater was able to resolve th eissue much to my satisfaction. I vowed then to be a repeat customer. Whe I decided to upgrade my hi-hat stand and kick-drum pedaal, Sweetwater was the go-to. I will be back!
Products used:
hi-hat stand, kick-drum pedaal
Date of experience: May 28, 2021
Thank you for your honest review, Gary! We appreciate your loyalty and are thankful for another chance at your business. At Sweetwater, we strive to do the right thing 100% of the time and it sounds like we did just that for you! Thank you again for your business and review!
- Quincee Musselman, Sweetwater Customer Experience
My friends and I love to go "guitar store" hopping whenever we get the chance. I've taken my grandsons along at times. Some of our favorites have been the big box stores which also sell online so it came natural for me to order from their website.
One of these friends said he had an amazing experience with Sweetwater. Because if it, he said he would never shop elsewhere. I had to see for myself 'cause I thought, "I can't be that good." Well, I was wrong. It can and it is, at least for my small purchase. I bought less than $200 worth of accessories: strings, tuner, capo, stuff like that.
Sweetwater assigned me my own personal sales rep. The guy kept emailing and such to make sure I was finding what I needed even before I ordered. I'm not talking about sales pressure. It was friendly, really, just being helpful like stores used to do back when I was a kid 60 years ago. Well, after I placed my order I thought, "That'll be the end of this guy."
Nope, he kept it up, even called me on the phone then texted to let me know when my order would arrive and to tell me to contact him if I had any questions or problems. I have to admit the level of service was kind of shocking in today's world. I will trade with these people again. If for nothing else, they send a bag of candy with each order. LOL!
Tip for consumers:
I'm most impressed with Sweetwater's policy of automatically giving a 2 year warranty on almost all purchases.
Products used:
Guitar accessories.
Date of experience: September 15, 2023
I couldn't be happier regarding the overall experience with Sweetwater, most specifically the customer service from Riley and Trista. I love that the 55 point service is for real! Goodbye Amazon and Guitar Center.
Date of experience: December 21, 2022
Had great experience with Sweetwater Sound. Recently bought a Roland JC-40 guitar amp and it is great. Am using it with a Fender Lap Steel guitar but this amp would also do great with pedal steel guitar.
Tip for consumers:
If you are a steel guitar player don't overlook the Roland JC-40 !!
Date of experience: January 24, 2018
I really love my new Fender Mustang JP short scale bass guitar! I love the surf green color and so does everyone in the band. It sounds great and easy to handle and play.
Products used:
Fender Mustang JP short scale bass guitar
Date of experience: December 17, 2023
Seller do not help the customers in anything; they only serve to say can not. Before this purcharse I had stopped buying in Swetwater, because of problems with the sellers, since these they not help the customer. The present purchase, I made it because the Guitar Center did not have the equipment I needed. At Guitar Center, they continually send me coupons for discounts, offers and sellers always give me their help with shipping to Puerto Rico. That's the reason why I stopped buying at Sweetwater
Date of experience: September 27, 2018
I have been buying from Sweetwater close to ten years now. I have had the same service engineer Matt Kreager who has gotten to know what I expect. I can honestly say that I have been 100% satisfied with all of my purchases as well as all my returns. Quality control can be a big issue with all companies. Because I by from Sweetwater I have not had to settle for anything less than perfect. I have always been satisfied with the equipment that I have purchased is the best it can possibly be. When it wasn't Sweetwater took care of that for me.
Date of experience: September 9, 2018
I have been buying from sweetwater for 12 years. I would usually say it cannot get any better than this from buying, shipping, tech support, returns and exchanges, the product information, and the sales rep who is assigned to me, ( Tad Schaffer) so I would have to say it not only gets better but it keeps getting better every year... I know I have experienced it all over the years, Thank you Tad and most of all thank you Chuck Surack...
Date of experience: December 18, 2017
Just now 11/27/20 tried to negotiate a great deal on a drumset but got it %100 off sale nothing was thrown iin that wasn't a standard flagship store offering. Felt hustled by dealer.The reason I delt with them is possible delivery time could be less than 4 months.
Date of experience: November 27, 2020
They messed up my order but fixed it and let me keep the device sent to me. I cant be mad tho despite not have no use for it. Thanks Chris. Void last review.
Tip for consumers:
Be patient and let em fix mistake
Products used:
Native instrament
Date of experience: July 27, 2021
Thank you for your review and feedback, Calvin! I am so sorry to hear that the first time your order was sent out that it was not correct. On the other hand I am grateful to hear that our team was able to get the situation solved in a timely manner while putting you first! We always strive to put the customer first, especially when a mistake is made! Thank you for allowing is to serve you and trusting us to make the situation right when it went wrong. We cannot wait to serve you in the future!
- Quincee Musselman, Sweetwater Customer Experience
See that pic? That's a semi truck cab full o' saweet new stuff, bruh! Big, big fan of Sweetwater, nothing but good experiences in several orders. I drive a semi and drive by Sweetwater often. Recently I decided to add a small PA and, rather than having the order shipped, why not just pick it up? So's I did just that! Ordered 5 speakers, a Tascam Model 16 and a bunch of cables, and a few hours later rendezvoused with a Sweetwater van in the parking lot. Bada bing bada boom, easy schmeazy! Total time from order to pick up was 4 hrs max! Love this place, they really know how to keep my G. A S. Monster fed with deeelicious new equipment. Git you some!
Date of experience: November 1, 2022
I've been buying from Sweetwater for years. They have a broad range of products in stock and excellent customer satisfaction backup. Also, a 2 year warranty at no charge for many items.
Date of experience: February 24, 2021
We appreciate you being a loyal customer Dennis, and yes, our tech support for 2 years is an incredible added value. We look forward to many more years helping you create music!
- Zach Bloom, Customer Experience
I ordered a Jackson JS32 rhoads. When I received it there was already rust on the strings so I had to change them which wasnt an issue, but there was also rust starting to form on the pickups and on some of the higher frets. My guitar wasnt set up correctly which isnt a huge huge issue because I need to get it set up differently regardless, however it should at least have the bridge lay parallel with the body instead of crooked. It may have been the way it was setup, because everyone puts their fine tune knobs different for tuning. The guitar sounds fine, and plays fine, but the plastic around the pickups was so tight, that it was bent. Same thing with the cavity covers on the back, they were very very tight. I trust sweetwater, and I love the service. Ive never had any problems with them before, but in all honesty this has been a huge pain in the hurt and waste of money for me.
Date of experience: November 21, 2017
I have been making purchases threw out the years with Sweetwater, Very easy with placing orders, Never having to return anything and Customer service is Excellent, I had most of purchases with Jacob, Very pleasant gentleman, Just joking around with him, Telling him, My wife enjoy loves when the item comes, With a token of candy, Great touch, Jacob send a separate bag of candy.It give you the personal touch, Sweetwater gives to their customers. Keep up the great Work! William R.
Date of experience: August 18, 2022
Just call them. You'll understand! Sweet are is the bar every other music store wishes they were. From product knowledge to shipping... and everything in between. Sweetwater is the place!
Date of experience: January 9, 2019
Bought a Gibson bass, it was blemished, they sent me a new one no questions asked, and also paid for the shipping of the returned item. You can't beat that.
Date of experience: January 15, 2021
Thanks for giving us the chance to make it right, and I am glad you love your new bass!
- Zach Bloom, Customer Experience
Simply put... I bought a product, wasn't able to download it properly, called Sweetwater and got the tech guys on the line... it wasn't their fault (something to do with the actual product) but they TOTALLY went out of their way, called the company to find out what the deal was... figured it out and fixed it for me... and even stayed on the line while the thing was downloading. 100% great idea to have such a great support team, and you have a steady new customer!
Thanks a million
Steve Stockmal, author of Drumstick Spinology
Date of experience: August 18, 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.
Thanks for the review, Carol! We'd love to look into this for you as soon as we can. Could you please send us an email to WeCare@sweetwater.com with your information and order number? We truly appreciate you sharing your experience. Thank you again!