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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.
Mason Moss haas always goven me the nest deal AND the Bedt Setvoce of anyone I have ever dealt with on the internet. I would rather pay a few dollars more and not have to pay more for a setup when mt guitat comes perfect AND all set up directly from Sweetwater. If he's npt available someone else is always ready to step in and help. Sweetaters is the best gear on the internet! Bar None!
Date of experience: June 18, 2020
I've read some less than stellar reviews on Sweetwater in a couple places, and I'm sure there are some representatives there that are. Well. Incompetent. But that is to be expected with *any* company. If you go the next step up however, trust me they will take care of you. I just wanted to chime in and say I've been doing business with Sweetwater since 2009 and the very few issues I did run into were fixed immediately and it was as hassle free as possible. Sweetwater is one of the only big retailers that I actually feel safe with ordering from, especially if it's a large amount of money you're spending. Every time I make the decision of buying elsewhere, just to save a couple bucks or because I'm impatient due to something being out of stock, it always ends up being a huge headache and in the end I say "... Should have just gone with Sweetwater. Whoops". Another big plus besides their customer service and consistency is that if you're buying an instrument, you get to see the ACTUAL instrument, not a stock image, you get the actual serial number, and you get to pick which particular one you want. That is huge, and more businesses seriously need to start doing that if they want to ever hope to compete. Should I need a return, the process has always been painless and nothing has ever come out of my pocket for it. Last but not least, I want to give kudos to my sales rep, Kyle Malone for always being straight up with me, helpful and never trying to upsale me like some clown at... another major retailer we all know would.
Tip for consumers:
If you happen run into a problem, escalate. They WILL take care of you if there is an issue. The one or two times out of 9 years that I had to escalate, I only had to go higher once and it was resolved.
Date of experience: January 24, 2018
I always turn to Sweetwater when needing anything musical, the sales staff is super knowledgeable, really can't beat the prices & fast free shipping, always a great buying experience.
Date of experience: September 3, 2018
Everyone from the salesperson to the dock workers were accommodating and sincere! The practiced outrageous customer service that is such a rarity anymore these days!
I highly recommend Sweetwater!
Date of experience: March 12, 2018
Used my debit card to take unauthorized payment,canceled card (said I wouldn't make another payment til things got straight)fast forward said I will give another chance, they only took my order for new information after I placed order and got verification code order details, got email later canceled my order and charged my card for same old issue before.
Products used:
None
Date of experience: November 8, 2023
I admit, for the past decade, I have slowly wooed by the amazon machine into purchasing all my music gear on Amazon, and my experience is common to most - I've been burned at least a few times. About a year ago, I discovered how much nicer it is to purchase from Sweetwater. These guys are still offering incredibly competitive prices, and the level of followup and service is absolutely incomparable. For the discerning musician, don't hesitate to purchase with sweetwater -- they are ridiculously cool about returns, exchanges, etc -- you just can't get this kind of peace-of-mind shopping from the chaos of amazon. Viva la Sweetwater - for almost 16 years, I've thought these guys were the best internet distributor of music products, period. In the hustle and bustle of industry, particularly music, this is one company that has proven itself over and over again to place the customer ahead of the bottom line. If they continue like this, they will be one of the few music retailers standing when industry automation really kicks in.
Date of experience: February 7, 2017
I don't think I've ever ordered from a company with such awesome customer service they helped ease any worry or doubt I had buying a guitar online. 10/10
Date of experience: December 22, 2020
Sweetwater employees always treat you as if you are the most important person that they deal with. It such an enjoyable experience to work with them! Thanks Ty!
Date of experience: December 27, 2016
Up until recently I've had no trouble with sweetwater honoring their guarantee. I now have received a brand new fender telecaster that arrived with 2 separate shorts within the electronics. I contacted sweetwater about the problem, they told me to take my time resolving the issue due to 2 deaths in my immediate family 45 days apart. 90 days after notifying them of the original issue, I contact them thinking they will honor what was told to me. I was told I can no longer trade the guitar back for a different one that works properly because too much time has passed. I explained the situation that had happened and what I'd been promised, and again I was told too much time has passed. I've spent thousands with them this past year to now own a new guitar that doesn't work right. I'm now going to be taking it to guitar center to see what they can do for me about getting it fixed or trading it on a new guitar, different kind. I won't be using sweetwater again. If you do, just be careful that anything you're told is put in writing or you will get screwed big time! That'll teach me to spend $2000 on a guitar.
Tip for consumers:
Be careful about promises that are made to you
Products used:
Haven't replaced it yet. Probably replace it with another fender or a gretsch
Date of experience: April 3, 2021
We are glad you have found a music gear home with us, Jim! We love having you as a customer, and if you need anything at all, please don't hesitate to reach out!
- Zach Bloom, Sweetwater Customer Experience
I've been using sweetwater for several years now. I recommend them to all the musicians I know. They have great products, the best customer service and are always a pleasure to do business with.
Date of experience: April 25, 2017
The other band members are so impressed with my new gear that they want to make purchases now too. My break is over at work and I can't count to a hundred that fast
Date of experience: March 23, 2017
I purchased a snare drum online through their website $900 the website said that they would charge my Sweetwater card $36 a month for 24 months I have done the same with American Musical Supply and have never had a problem as American Musical Supply always charges me per month after waiting all day for them to ship the snare drum I get a call from Sweetwater telling me I'm sorry your card did not go through as the drum is $900 and your sweet card is only $500 limit I told him that it was supposed to be charged $36 a month for 24 months he said no we charge the entire amount on your card very deceptive no where on the site does it say that I will never do business with Sweetwater in my lifetime too many other places that are better
Date of experience: June 25, 2018
There is a major problem with this company. They saddle you with one specific 'sales engineer' that you have to work with. When that sales engineer is the problem you cannot get anyone else to assist you. Every communication goes through that specific person so no one else ever hears your grievance. It's such a headache that I just choose to do business elsewhere. They also have items for sale that they do not have in stock which generally would not be a problem as they are not the only online retailer to do so, however they promise delivery dates that they know they will never make and then keep changing those dates just to get the sale. They should be honest and just give the real delivery date or just let you know they have no idea but it could be a year or more before they have the item available to ship. Lastly, their 55-point inspection is a joke. My last bass I ordered was so horribly set-up that I had to perform a complete set-up just to get it to manufacturer specifications. It also was incredibly dirty.
Tip for consumers:
Guitar center can ship-to-store so you can inspect your item before acceptance and they have a tech on-site that can answer questions or fix problems before leaving the store. I would steer you in that direction. Although, your best bet is to find a locally owned music store and give them all your business and steer clear of the big box stores.
Products used:
Bass guitar, effects pedals, headphones
Date of experience: March 2, 2022
Sweetwater assigned me a sales person over 5 years ago and he is still the person that responds whenever I send them a question. When I call, their equipment sees my number and routes me directly to him. During regular business hours, the first thing I hear when I call is, "Good morning Brad. Are you calling about the you just ordered?". If I'm calling for advice, "Shawn, I'm thinking about getting an xyz. Would that work well with my tube amp or would an abc work better?" They've always steered me in the right direction. Once when I was interested in buying a guitar brand that they didn't carry, I asked him why. He said he didn't have the answer but that he'd refer my question up. The company not only responded, I got a call from the product manager and an email from the ceo explaining the business rationale, which was a reasonable one. They suggested I buy from one of their competitors, which I did. (Several years later, the business conditions had changed and they finally did carry the brand.) Great company to work with.
Date of experience: January 17, 2022
Bought a drum kit and in 5 days was at my door. Great customer service follow up as well. Had ordered this drum kit elsewhere and then found out it was on back order until November 2020.
Date of experience: July 2, 2020
Product built with very good quality materials, and the functionality is unmatched by the price.
Deliver was on time and secure. You can used for more than 20 hrs with out charge...!
Date of experience: July 14, 2017
Customer service and communication was on point, item was at the door within 3 days what more can you ask for :) not to mention they even shipped candy with the item:)
Thanks
Date of experience: December 30, 2017
COREY PLACED AN ORDER FOR ME AND SAID IT WOULD ARRIVE THE NEXT DAY AND IT DIDN'T! I FELT LIED TO FOR JUST FOR A SALE AND UPON SPEAKING WITH HIM HE JUST WANTED TO REFUND SHIPPING BUT I LOST OUT ON STUDIO TIME AND MONEY BECAUSE OF THIS. SO PLEASE WHEN YOU ORDER MAKE SURE YOU DO IT WEEKS IN ADVANCE OR YOU MAY WIND UP LIKE ME!
Tip for consumers:
Make sure you order weeks before event or you may end up like me
Products used:
Nothing at all because my shield didn’t arrive in time for my session
Date of experience: March 15, 2021
Hi Lacretia! So sorry about the unexpected delay. We did refund your shipping fees and upgrade you to overnight shipping on us, but if you feel this issue is not fully resolved, please reach out to me directly at Zach_bloom@sweetwater.com and I would love to work out a resolution!
- Zach Bloom, Sweetwater Customer Experience
Every interaction that I have had with Sweetwater is always fantastic. Definitely speak with a sales engineer. Often, they are able to offer a lower price.
Date of experience: August 27, 2018
My sales rep was very knowledgeable about the product that I purchased. Very fast shipping! Will definitely be purchasing from this business again in the future!
Date of experience: September 8, 2017
Always find what I need. Order was promptly was quickly processed and arrived in a few days. Great customer support and competitive prices. Thank you Sweetwater!
Date of experience: September 5, 2017
Have ordered from Sweetwater multiple times and have always been completely satisfied with their products and service. Awesome store, too, visit if you get a chance!
Date of experience: December 6, 2018
I have been amazed at the quality and service received every time i purchase from
This store. Really enjoy the follow up call after receiving products.
Date of experience: May 13, 2017
I used to order from full compass for our church worship and sound needs. They didn't have a product I needed once so I used Sweetwater instead and my sales engineer, Corey, has made me a Sweetwater customer! He asks me what I need the equipment for then steers me toward what would best serve my needs and it is often less expensive than what I originally thought I needed. Once I sent him the product number for a wireless mic system I wanted to order not expecting anything but an "I'll put your order in and charge your card on file" email. Instead my phone rang and he told me he had checked the frequencies available where I live and I needed a different frequency range. He emailed me product info for the same system but with the frequencies I needed. If I had ordered somewhere else, I may have found it cheaper but would have had a product that wouldn't work and I may never have known why. Today Corey diagnosed a problem I have been having with one of our wireless systems. I thought it was broken and needed replaced. Instead he spent about 10 minutes on the phone with me educating me on wireless setups. This will be extremely helpful when our church moves into our new building and has larger sound needs.
Products used:
Wireless mic system
Headworn mic
Date of experience: January 13, 2023
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.
Illya- I am sorry to hear that your experiences with us have been less than satisfactory. Please email me directly at alisha_hall@sweetwater.com so I can see what happened here. -Thanks!