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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.
Very good service. By distance it was still easy to order and receive products in just a few days. High quality. I'm pleased with this company. Recommend!
Products used:
Sustain pedal
VPro atand
Date of experience: March 22, 2022
Fast prompt deliver. Came faster then I expected. Customer service is excellent. They even sent candy as a thank you. This will be my go to place forever for guitars and accessories.
Date of experience: October 21, 2018
Product as well as my sales support was fantastic, Kevin Sammuel held my hand thru the whole process. He/Sweetwater was on top of it and I recommend them to anyone.
I will be a repeat customer...
Gibraltar Bass Drum Platform
Item ID: SC-BDPM
Kick Drum Riser for 18" and 20" Kick Drums
Sale Price: $28.99
List Price: $50.99
FREE Shipping
FREE Tech Support
FREE 2-year Warranty
0% Interest for 48 Months!***
Your recently viewed items Clear history
Date of experience: November 21, 2018
Talked to someone regarding buying a new guitar on their promotional 36 months 0% interest deal. They were happy to help and took my application for financing over the phone, and said they'd let me know when they heard from the bank. They even said they'd get me squared away in the promotion even though the guitar wasn't currently in stock. Sounded pretty good!
3 days later I called them. My 'agent' was gone for the day, though they were officially 'open' another 2 hours. They took a message and emailed me a receipt saying they'd spoken to me, and that my 'agent' would call in the morning.
I called the next afternoon, and there was no news but they would look into it. When I did hear back, they said great news, financing approved, but despite the very clear "Purchase Right Away When You Are Approved" on the website, apparently the bank had other ideas, and I have to wait until I actually receive the credit card in the mail before I can make a purchase. The 36 month 0% interest deal will, conveniently, be over by then.
They were of course very sorry, but offered nothing else to make up for the snafu regarding an almost $2000 instrument.
I might consider ordering from them in the future, but for now, Guitar Center is looking pretty good to me.
Will update if I have future dealings with them
Date of experience: July 6, 2017
The Audient ID14 is indeed second to none, one of the best preamps I have ever used with a pristine sound, very transparent, I just love it and would recommend it for any one who wants to record professionally in a home studio. The only thing I think should be improved on is that it be made a thunderbolt instead of USB.
Date of experience: March 15, 2017
I purchased a vintage Epiphone less Paul from Sweetwater, And got it tuned, And it has really bad string buzz starting around around the 6th fret, I had a setup done on it and it didn't help at all, I definitely got a lemon, They say they do inspections on all their items, This can not be the case Or I wouldn't have got a guitar like that, Shop at your own risk.
Date of experience: June 5, 2020
You cant find another business that makes a better effort to make your purchase a worry-free and helpful experience. Im extremely happy to do my business with them and you will be too!
Date of experience: November 5, 2017
Hello, I want to thank you for your service. I was looking for a good acoustic system. I found it very quickly on your site. Me and my brother like it so much.
Date of experience: August 31, 2019
I had a top notch sales person and great service. I saves a lot of money and found them very helpful in directing me on what I needed to do the job I had at hand.
Date of experience: December 28, 2017
Very knowledgeable of the wide array of products the music sector provides. Answers all your questions even in this Covid 19 lockdown. They stay with you
Great service
Date of experience: May 6, 2020
I've wanted a Telecaster for several years and finally decided to take the plunge. I'd never purchased a guitar from Sweetwater but read the amazing reviews and about the 50-point inspection so I wanted to buy my next guitar from Sweetwater. I contacted them, was assigned to Michael and found out that the guitar I wanted was out of stock and were not available for a few weeks, maybe a few months. I could have purchased one local but I decided to stick with Sweetwater. Michael emailed me a few weeks later and let me know the guitar was available - ahead of schedule. I needed a few days to fully make the decision and Michael follow-up a few times. Didn't bug me but just checked in. Finally made the decision and called Michael. He walked me through the process, added the strings and tuning which is very detailed, and he expedited and 2 days later received my guitar. Michael sent me 8-9 pictures from the photoshoot they did, which was awesome. The guitar was tuned, looked beautiful and the case is almost a amazing as the guitar.
5-star service in every aspect. Michael is a rock star. Could not be more pleased and the Telecaster is worth EVERY penny! Easiest guitar I've ever played, the neck is a thing of beauty.
Thanks Sweetwater and especially Michael.
Tip for consumers:
Call Michael!
Products used:
Fender Telecaster, ULtra
Date of experience: March 3, 2022
Sweetwater has exceeded my expectations, their customer service is excellent, ordering is easy and their personal follow up is out of the ordinary compared to my experience with others
Tip for consumers:
DO IT give them a try I do not think you will be disappointed
Products used:
Keyboard Amp and Mic
Date of experience: April 14, 2021
Thanks for shopping with us Phillip! If there is anything you need, you know how to reach us!
- Zach Bloom, Sweetwater Customer Experience
This is a nice remote compact unit It sounds just like the classic but with extra I would recommend this to everyone who is a musician with funky rhythm
Date of experience: December 16, 2017
The website said that 12ax7 were available, I called, Jerrod Demott (sales rep) confirmed they were available, gave him my CC number and sent the proof of ownership of my mesa amp, He forgot to place the order, the company ran out of tubes and now its been 4 months and still waiting for the tubes, Spoke to a manager about it, She didn't care. TERRIBLE UNPROFESSIONAL CUSTOMER SERVICE.
Products used:
none, they never placed the order for me and my item got sold out
Date of experience: November 16, 2022
Michel - thanks for reaching out and for sharing this feedback. I agree, this is really bad and I'm very sorry for your poor experience. I would love to dive in and figure out what happened, and perhaps try and make things right. Please reach out to me at justin_dunbar@sweetwater.com and I'll do what I can to help! Sorry again for the poor experience.
Justin D - Director of Customer Experience
Chris Sanders is the best, he's been helping me build up my in home recording studio with the best recording equipment fore 4 years. I'm trying to learn guitar and learn how to produce my own music but I can't seem to get it right so I wanted to give up on everything. I talked with Chris Sanders about my problem and situation about giving up, and he said dude bro don't give up you can do it. He said you got all that equipment for a reason and that reason is for you to learn guitar and recording your own music and be the best you can be. And he said if I needed help with anything I can call the technical support department and they can walk me through on how to work my equipment and and they did. Now all I need is someone to teach me how to play guitar. You see Sweetwater music is not only the best recording music studio and instruments sales in the world, they are family in a time of need. I thank God for Chris Sanders and his great support and concerns, and I thank God for Chuck the founder and owner of Sweetwater music for his wonderful gift to the community. Thank you! Sincerely and Respectfully, Kendrick L. Adams...
Date of experience: December 11, 2017
Michael helped me out when my software serial was incorrect and I bought the physical copy of it. He took the time to screen share and figure out the problem to get my product working. Made my day!
Date of experience: January 15, 2021
That is great to hear! Our tech support team is incredible, and can fix all kinds of issues through screen sharing! Glad to know they were able to help you out!
- Zach Bloom, Customer Experience
In this digital age when far too many transactions are automated and it's becoming increasingly more difficult to speak to a real person when one needs assistance, I greatly appreciate it that Sweetwater takes the time TO CALL ME, to have a sales representative ready to assist me after I place an order AND to follow up after I've received it. This is precicely why I continue to order things with y'all (and I'm a professional musician, so really the only things I buy online are music-related, haha).
Date of experience: March 24, 2017
Not only were my purchases quickly and securely shipped, but the level of personal customer service is unbeatable online. Anthony called me to verify my purchase, as well as ask if I wanted items that were back ordered to hold up the rest or if I wanted the rest to ship since it was near Christmas. He was very knowledgeable about the instruments, accessories, and their shipping and handling process. I have never received such personalized customer care. And he was not pushing me to buy anything other than what I had already purchased. My card was declined for being over my bank's limit (over the weekend), my bank is closed over the weekend, but I was assured I would get the same discount price advertised once I raised the limit through my bank on Monday. Didn't get to order again until Tuesday, but they honored the sale price without hesitation. Everyone I talked to through the entire purchase, and receipt of my instruments was eager to be helpful, not pushy salesmen, and very knowledgeable, friendly, and enthusiastic. I loved this experience and will never shop anywhere else for any of my children's musician's needs. I was even told at one point that each customer is assigned a customer service rep to provide individualized assistance as I was. I don't know if this is a small business, but it had that hometown small shop feel, except with the speed and selection of a large corporation. Congratulations, Sweetwater! You've managed to meld the best of both!
Date of experience: January 4, 2017
I shopped at Sweetwater for years. Then my salesperson Tyler would not send me a RA to return a defective product. I called and complained to a manager. They sent me a RA right away and switched my salesperson to AJ. I ordered a new 2500 dollar guitar. I changed the strings to a lighter set. The guitar strings buzzed very badly. I called AJ everyday telling him about how upset I was and I just wanted to return it. He wanted me to take a tennis shoe and placed the middle of the guitar neck on it and start adjusting the truss rod. I told him I do not how to work on guitars. After a couple days of repeated phone calls I just asked for a RA. He would not sent me one and transferred me to a guitar tech guy at Sweetwater and I told him I do not work on guitars and please send me a RA also. He did not send me one either. I had to bypass the auto number that goes straight to AJ and reach someone else to get a RA sent to return this guitar. A manager emailed me to apologize and set me up with a third new salesperson! With that I had to start buying my music gear from anybody but Sweetwater.
Date of experience: September 18, 2022
Douglas - Thanks so much for your review. This is painful to read and I'm so sorry for the poor experience and sorry that it was so problematic to return the guitar. We never want to make it that frustrating, and would love a chance to turn things around. Please feel free to reach out to me directly at justin_dunbar@sweetwater.com so that I can do what I can to help! Sorry again and hope to hear from you soon!
Justin D - Director of Customer Experience
These guys are awesome! They are quite prompt about their service or enquires and they often give discounts which no other store could give... Go Genuine Go Sweetwater!
Date of experience: July 26, 2017
I've purchased gear at Sweetwater for years. I've been treated to the best products and service available. The Catalina is the sweetest chorus sound I've found so far.
Date of experience: January 23, 2017
The best musical instrument dealer I have the pleasure of purchasing gear from. The personal service is superb and I enjoy the candy they send with every purchase!
Date of experience: October 9, 2021
In order to be the best instrument dealer, we have to have the best customers. We appreciate your business and feedback. We hope to see you again, Ian!
-Stacia Brinneman, Sweetwater Customer Experience
I was a little apprehensive about buying an amplifier online and I went through several guitar amps before I found the "one" the Blackstar ID: 60 and my Sales Engineer, Adam Szmurlo was Awesome, he was very helpful in finding the right amp and went out of his way to make sure that I would be happy with my purchase as well as very accommodating with my returns!
Great place to buy your gear!
Date of experience: May 9, 2017
Great Service. They had the best price and free shipping. Within a few hours they called and thanked me for my purchase. I've never had that happen before, ever. Great people and great products.
Tip for consumers:
Best prices and free shipping.
Products used:
Guitar strings.
Date of experience: January 5, 2021
Hey John,
We try really hard to deliver a customer experience that feels personal and I am glad you are enjoying that! Feel free to call us anytime!
- Zach Bloom, Customer Experience
I have received great service, and great deals, through Tyler Moore! I usually shop around, but come back to Sweetwater for both, the great deals, and especially, their 2 year warranty.
Date of experience: December 26, 2016
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 review, Joseph! We'd like to look into this for you as soon as we can. When you have a moment, could you please email your information and order number to WeCare@sweetwater.com? Thanks so much for sharing your experience with us.