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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 dealt with Sweetwater for many years and made many purchases both big and small and always their service is top shelf
Tip for consumers:
Their site and order process is very easy to use
Products used:
Music instruments and gear / accessories
Date of experience: July 5, 2021
After reading nice reviews about Sweetwater i decided to buy few instruments from them. After opening the account they automatically added me a sales engineer without previously asking what is my music background (I was professional musician almost 30 years so my tech questions are totally different fro beginner.) So, immediately it gave me a bad predisposition for the quality of their support.
In the first 3 Emails, I asked my "chosen" sales engineer a clear question about my split order and he answered me about Sweetwater family, how is nice and so on... After fourth Email I finally got answer what is going with my order.
Next stage was to ask about some specific detail about a keyboard and he answered me that his friend like that keyboard without any details - you know typical talking like beauty products-its amazing, beautiful and so on.
After that I sad I will probably buy it - and guy just finished the purchase without asking me. I realized that I got pusher salesman who word "PROBABLY" understand as word "WILL".
I wrote him to stop my further order and, he, again, order without my approvall. And now I saw a new rule where the word "CANCEL' means "BUY" in his pushing style.
I searched on their website how to change sales engineer but I didn't find ay how to do it or get other support. All my questions go to my "chosen" salesman. And I said myself what are you doing, wasting your time for nothing?! There so many better music stores with simple and classic systems - if you have some keyboard questions you will be directed to keyboard department, and get best support in that area.
Goodbye Sweetwater, it was a short unpleasant experience and wasting of my time.
Date of experience: April 3, 2021
Mike,
I am sorry to hear that your experience has been anything less than excellent. We do automatically pair you with a sales engineer the first time you contact us, but we want you to work with someone you get along well with, and takes good care of you. I would love to help with this situation, and I would like to do something to make this right! Can you please email me directly so we can talk about this? My email is Zach_bloom@sweetwater.com. I look forward to hearing from you!
- Zach Bloom, Sweetwater Customer Experience
These guys are the real deal! You will not be disappointed! Their customer service is the best in the business! Theyre so nice at Sweetwater.
Date of experience: February 3, 2018
I've only had great experiences with this company, and their customer service is the best of any company I've ever dealt with.
Products used:
Resonant drum heads
Date of experience: January 26, 2022
I recently purchased a Les Paul guitar and case for my son. It was convenient, easy, and quality was what we expected.
Date of experience: April 16, 2017
I chose to shop at Sweetwater because of their competitive price. But I will stay a customer due to their excellent customer service.
Date of experience: April 17, 2021
Well thanks Barbara! We are grateful to have you as a customer, and I am thankful you understand the Sweetwater difference! Let us know if you need anything!
- Zach Bloom, Sweetwater Customer Experience
Great price fast service love the personal phone call you guys are number 1 You Rock thanks again Sweetwater
Tip for consumers:
Easy order on line
Products used:
Hats ahead drum stick tios
Date of experience: August 12, 2021
Les, thank you for the excellent review! We want each customer to have a fantastic experience, just as you have. Our Sales Engineers work very hard to get you the music gear you need and serve you with excellence! Thank you for choosing Sweetwater!
- Stacia Brinneman, Sweetwater Customer Experience
Sweetwater has great gear, a great selection, great prices, great financing and GREAT CUSTOMER SERVICE! The personal attention to each customer / order is unmatched!
Products used:
A new pedal board (Boss BCB-90X)
Date of experience: August 17, 2021
Thank you for taking the time to write a wonderful review, David! I am so glad we were able to take care of all you music gear needs from beginning to end!
-Stacia Brinneman, Sweetwater Customer Experience
Nitish is an excellent representative for Sweetwater.
As always, very happy with service and product.
Thanks Sweetwater.
Date of experience: August 2, 2017
Wonderful experience. Can't wait to give it to my granddaughter for christmas. She will be soooo happy.
Products used:
piano
Date of experience: November 12, 2021
Great tones, looks awesome, alitte rough on the finish but otherwise would recommend if your looking to add some distinct percussion to your sound.
Date of experience: July 23, 2017
May sales rep Spencer is outstanding and is always there when I need him. Extremely fast shipping as well. Thank you so much Sweetwater and Spencer.
Date of experience: August 29, 2017
Always order from Sweetwater for my Grandson Ryan. Great items at great prices. Items always arrive on time and never disappointed. Thank you
Products used:
Drum sticks, drums and other items needed for Ryan drumming and to record.
Date of experience: November 1, 2023
The rushed my order so I could use it for a Church service and I got it in time. It was ready to go and played great plus sounded awesome
Date of experience: April 5, 2018
Great customer service from Mike J. And fast shipping! I will be shopping at Sweetwater again!
Thanks ~ Dylan
Products used:
Guitar pedal
Date of experience: December 30, 2022
Great musical products. Prompt and timely delivery. Unbelievable follow ups to ensure we get true value for our money
Date of experience: April 27, 2020
I had a phenomenal experience with Brad and Sweetwater team. I'll never go anywhere else for the rest of my life!
Date of experience: September 25, 2018
Great shopping experience, best prices compare to others. I got a personal help with Frank G., and faster delivery.
Atte.
Victor D.
Date of experience: January 23, 2022
Trying to reach them for 10 days
Nobody calls back
Nobody responds to emails
Worst service from any music retailer. Avoid!
Tip for consumers:
Avoid!!!
Products used:
None
Date of experience: May 3, 2020
Hello, John! Thanks so much for your review. Our Sales team are currently working from home, and wait times are unfortunately longer than normal at the moment. We'd like to look into this for you as soon as we can. Could you please contact our Customer Service team directly at WeCare@sweetwater.com? We truly appreciate your patience at this time, and thank you for your message today!
Sweetwater is the way to go! Best quality at the best price, personal check-ins, and quick delivery. Everything was a breeze.
Date of experience: August 6, 2020
They have GREAT products and shipped so fast! I got an awesome deal! I am having so much fun with it
Date of experience: December 27, 2017
I've never had such a great experience in buying a new guitar and accessories. Sweetwater's prices and customer service are excellent!
Date of experience: August 19, 2019
In 50yrs. Of playing, I've delt with numerous stores. This is by far the most reputable. Customer care is A++.
Products used:
Numerous effects pedals, cords, equipment.
Date of experience: June 16, 2022
Thanks Steve! We appreciate the kind remarks!
This is one of many reviews of my experiences with Sweetwater. Just when I think they couldn't possibly do a better job, they step up and blow me away. I have been using Sweetwater for my music gear for several years now. Aaron Vidusek has proven to be a huge asset to the staff of this company. My most recent dealing had to do with their warranty.
I can never say enough about this company and the folks who work for them. I contacted them about an issue that required the use of their Sweetwater Guitar Workshop. What a group to deal with. If you are concerned about their warranty policy, Don't. This company and its people make it very clear that you can depend on them when you need to file a claim with them.
They made this issue seamless. It was handled in better time than I originally thought. From the first contact with Joe Stilwell to the last with Wyatt Traxler, This crew is on the ball. They communicated with me at every single turn of events with my warranty claim. They were all very friendly and very professional.
I enter every one of the monthly drawings, especially their "Win Your Wish List". I dream of winning one day, but if losing means I get the support I get from this company, I win more at every phone call or email.
I only wish I were able to visit their store so I could meet these folks in person. It would be an honor to shake the hands of folks that know what it takes to make their customers happy at any cost. If you have or had any reservations about ordering from Sweetwater, you need to seriously consider changing your mind and give them a try. You will not regret it.
Thank you, Sweetwater and Sweetwater Staff. KUDOS!
Tip for consumers:
You will not be sorry for using them
Products used:
Guitars, amps and pedals
Date of experience: March 25, 2022
Ernie, thanks so much for the amazing review and kind words for the team, specifically for Aaron, Wyatt and Joe. I'll be sure to share this review with them as I know it will mean a lot. We truly appreciate your business and do hope that you'll have to come and visit one day!
Frustrated musicians who are making sales opposed to making music end up giving you crap service. Not believing you when you tell them flat out that something isn't working or it's broken or it's warped or whatever the case may be. They will go back and forth with you and tell you to break out a fkn ruler to measure this or that and then a microscope to examine this closer.
I dealt with this company for almost three weeks via email, text, and phone calls to try to get two proper drum heads opposed to the two defected ones they sent me.
This company is a nightmare! Whatever your main instrument is, go to a specialized store and deal with musicians who want to help you get the correct product into your hands. I finally told Sweetwater or more aptly named sour water, or even $#*! water that they can keep the $56 and to never reach out to me again. Honestly, it was worth taking the hit for a few dollars to not hear from these jerk offs again.
Okay a few details. They sent an 18 inch drum head in a box that look like it took a half a dozen trees to make. They put enough bubble wrap in there that I'm sure it will end up killing a bunch of fish. Unfortunately in the oceans is where the unbelievable amount of excess plastic that they used will end up. These people and this company are completely unconscious.
I was told they were going to send another bass drum head because the first one was defective. That never came. Then they tell me the heads aren't defective. After they say that they tell me they want pictures. So they've already made this decision without even seeing what I'm talking about and how warped the heads were.
Then another representative tries to tell me that Remo drum heads can't be used on a Ludwig snare drum. Are you fkn kidding me?
I was planning on spending thousands of dollars buying all sorts of drum accessories and an electric drum set from them. Luckily all this took place before I actually put more money in their pockets. So for that I am very grateful!
These people are clueless, frustrated, and unconscious. Do yourself a favor and stay the hell away from this company. This company is a nightmare!
Tip for consumers:
It would be helpful to know to stay away from Sweetwater! There are plenty of companies out there. Don't waste your time and don't waste your money. Use a specialized store to get your products
Products used:
Three of five Remo drumheads
Date of experience: October 28, 2022
Hi geOrge M, I am so sorry to hear that you have had such a poor experience working with us. My name is Dannelle, and I am here to help! If you don't mind, can you email me and let me know the best way to reach you? I will make it happen. My email is dannelle_shears@sweetwater.com, and I look forward to the opportunity to help!
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 generous review, Denver! I am so glad to hear that we have provided you with top shelf experiences! This is what we strive for!
- Quincee Musselman, Sweetwater Customer Experience