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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.
If I need something and Sweetwater has it or can get it, I'd never buy it from anywhere else. The 55-point guitar inspection is fantastic. And the service after the sale makes Sweetwater second to none in my world. Wes in tech support has bailed me out on more than one occasion and Casey Gerlach is a total bud. Very helpful, has just a massive product knowledge, and he's just a helluva guy. Helps you to figure out what you need and can actually use instead of just trying to sell you stuff.
Hats off, you guys. Thanks for everything.
Date of experience: September 18, 2017
Have been involved in music since the early 70's playing guitar, drums, keyboards, and vocals. Sweetwater is hands down the best vendor I have found. Their sales engineers are exceptional. Thousands of dollars in purchases and not one bad experience.
Date of experience: February 21, 2019
We purchased my son's first guitar online from Sweetwater after his guitar instructor's recommendation. Wow. Not only were their prices very competitive, the product quality is excellent. But most outstanding was their customer service! We received a personal phone call thanking us for our order, asking if we had any questions, etc. We were assigned a personal sales rep to connect with and ask any questions to. It was truly shipped overnight for FREE, we received another phone call 2 days later... we thought there was a defect with the guitar. I emailed our personal rep late at night, and he responded on his own time almost immediately! They were willing to completely replace the guitar within a few days at no cost, or fix the problem. And then a week later we received a personal email from the owner.
Hands down the best customer service I've received in a very long time... customer service like this is a lost art these days, but not for Sweetwater!
Date of experience: July 26, 2018
I have have many interactions with Sweetwater, and every one of them have been fantastic. I have rarely ever found a company with such an emphasis on customer service & that genuinely cares. Plus, they offer free shipping. Sweetwater is the only online music gear dealer that I use. I highly recommend Sweetwater for anyone who needs musical instruments, accessories, or recording equipment.
Date of experience: January 6, 2019
I recently bought my grandson a keyboard from Sweetwater and they have been consistently helpful and continue to check back to make sure everything was received and is going well. The keyboard was received in about two days and their customer service has been as good as any I've experienced!
Date of experience: September 23, 2022
Ive been buying from sweet water for 4 years and have never had anything less than top service. Ive taken advantage of their offer to contact them direct for any questions and I do receive the correct answers. They are great on their follow up to make sure you have received you order. Thank you again!
Date of experience: December 16, 2017
Sweetwater gives the musician a positive buying experience. Their selection and prices are very competitive and their website is easy to navigate. What makes Sweetwater special is their follow-up after the sale. Every time I have bought anything there, even as minimal as a few guitar picks or a capo, one of their sales engineers will call or text to make sure that I am happy with my purchase and ask if there is anything that they can do to help. This is highly unusual for any other web based shopping that I have done.
Tip for consumers:
Easy to talk to knowledgeable sales associates before and after the sale.
Products used:
Many accessories for guitar playing over several years.
Date of experience: June 27, 2021
One of the excellent online shopping experience. I have purchased 30+ audio gears from sweetwater and they never let me down. My agent is Dennis and he treats my like one of their royal customer. Would recommend everyone to purchase music gear from them.
Date of experience: August 21, 2013
I doubt Sweetwater has customers who know less about electronics and/or recording than do I ~ I'm at ground-zero. But as a voice actor I need quality and affordable items such as microphone, interface, earphones and a recording program. My Sweetwater reps are always patient, taking whatever time is necessary to understand my needs, and then recommending several solutions. And their solutions have always worked for me! Sweetwater produces sweet results!
Date of experience: August 30, 2017
So, I really advice this shop because I bought my electric guitar from here and I'm not disappointed. First of all, item range is huge, you can choose from plugs to guitars. Second, customer service is good, friendly response and helpful. So won't hesitate.
Date of experience: October 26, 2018
I recently ordered a hard case for my cymbals from Sweetwater. MAN! They are really upping their game! A few minutes after I placed the order, I got a call from Julio Jimenez, thanking me for my order and offering to provide any assistance I might need, then and in the future. It sure was nice to hear a human voice after placing an online order. And Julio even gave my drum-building business page a "Like" on Facebook! Awesome job, Sweetwater. With customer service like that, you have a bright future ahead!
Tip for consumers:
Buy with confidence. These folks are SERIOUS about customer service!
Products used:
Protechtor Cymbal Case
Date of experience: February 27, 2019
These guys wrote the book om superior customer service! There is no other internet supplier of musical instruments and accessories that I will buy from! Best prices, service and sales reps in the business!
Date of experience: December 1, 2017
Customer service was outstanding. Cannot say enough good things about Sweetwater and shout out to Michael Bolton in customer service he exceeded expectations! And, my ukulele is the most beautiful thing ever-my prize possession.
Date of experience: October 30, 2019
I bought my Eleven Rack thru Sweetwater and a few other items.
Their customer service is top notch.The customer service rep was quick to reply if I ever had any Eleven Rack setup issues due to my operating system. These are highly knowledgeable technicians here in the USA not indians reading a script overseas. I am impressed and will always go to them for my music equipment needs.
Date of experience: July 8, 2016
Sweetwater's catalog is excellent, and being able to locate all of their items online is so convenient. Been buying from them for years. Sales staff is knowledgeable, and consistently has made purchases easy, fast, and convenient. Have sent many folks to Sweetwater too. Keep up the good work!
Date of experience: November 20, 2017
I built an entire analog/digital recording studio all from stuff I got from Sweetwater (and a few from eBay). None of the gear has failed me, it's the lowest and most competitive pricing, it all arrived quickly, you get a little something "sweet" with your order, and the customer service is phenomenal. They're not just customer service, they're a resource. They'll help you find what you need or give you recommendations to other services if you need it. Absolutely outstanding company, don't go anywhere else!
Products used:
Instruments, compressors, outboard effects, pre-amps, microphones, cables, sound proofing, drum heads, etc....
Date of experience: September 27, 2022
Johnny P-Thanks for the kind words! We really work hard in all aspects to create a wonderful experience for our customers. Thank you so much for your business.
Lanette Wermund-Customer Experience Specialist
I have been buying from Sweetwater for some time now. Joel and the rest of the staff have taken great care of my orders and are always very helpful. It's not common these days to find a company that follows up with you after each purchase, and to me that speaks highly about their customer service. I wish there were more companies that took care of their customers like Sweetwater does. They make the buying process very easy and rewarding.
Date of experience: July 27, 2017
First Clay, then Conner and now Ben have been quick with my inquiries and to get my orders on the way. They know a lot and are graceful not to point out when I don't. I share back as I can, because we're all one team and my findings might help Sweetwater help another team member. If you play or work with music, you're my family. Sweetwater extends that sentiment.
Tip for consumers:
Define your objective and follow it. Research suggestions, ask questions and consider if a purchase adds to your plan or not and don't be to rigid about how you get there. I'm using DAW and letting my PA mixers rest until I need them for an open mic stage, e.g. 8 channel Mugami XLR snake and 16 channel Yamaha mixer. I need two to four inputs, one stompbox, one or two small mixers, microphone, guitar and computer to accomplish more than my full PA ever did and I can still accommodate a guest.
Products used:
Shirt and substantial amount of pro audio equipment.
Date of experience: May 16, 2022
James - thank you for your kind words. We are always happy to help, and we look forward to working with you again. We are indeed all on one team!
Ethan K - Customer Experience Specialist
I have worked with companies on both personal as well as business levels for over twenty years and in all my experience of purchasing, Sweetwater stands alone in customer service.
From experienced support at the beginning of the purchase, through shipment of the product, to support even after the item has been received, Sweetwater has been Number One.
My question is... Where is the "6th star" for me to click on during this review that you deserve?
Thank you, Sweetwater. Phenomenal job!
Martin Alexander
A Guy And A Guitar
Date of experience: April 28, 2017
This company is everything I want a company to be. The customer service is easily a 500 out of 10, and I'm not giving them enough credit. They want to promote music growth and so do I so we get along pretty well. They really seriously should give their reps a raise. You have a million questions? Ask away. Some of the questions are stupid? No such thing. Think you're annoying the rep? Well maybe, but they don't show it.
Tip for consumers:
Use it for all your music needs
Products used:
A Tom, pack of beaters, clamps, some other things I’m sure
Date of experience: June 15, 2021
Jeremy, thank you for your fantastic review! Our Sales Engineers are skilled and work very hard to answer questions thoroughly and precisely. We appreciate your compliment about our customer service as well. Sweetwater prides ourselves on providing the best experience for each customer that we have the opportunity to serve.
- Quincee Musselman, Sweetwater Customer Experience
As a hobbyist, and for over 30 years, I have shopped and purchased from many of the best on-line music stores. I find the Website and Sales Engineers at Sweetwater to be as good as it gets. Friendly, knowledgeable and professional. My most recent purchase came from a search for a high quality, short scale electric guitar. I thought I knew the extent of what was available, but was pleasantly surprised to lean about the Reverend Terz from my Sales Engineer! I discovered this model also works great in standard tuning and is now my absolute favorite. Many thanks to Sweetwater!
Tip for consumers:
Browse the web page and then contact a Sales Engineer for more info, deals and to make a friend in music sales. My Sales Engineer is Sam Cohee, working multi instrumental musician - great guy!
Products used:
Reverend Billy Corgan Terz Short Scale Guitar, and from pervious purchases a slug of Behringer effects pedals!
Date of experience: July 15, 2022
Kevin - Thanks for your positive review, and congratulations on your new Reverend Terz! We take pride in the fact that we are in the business of making dreams come true! We do business differently by prioritizing genuine connections and relationships with our customers. We appreciate you and your business and look forward to serving you in the future!
Ethan K - Customer Experience Specialist
I am a Pastor and worship leader. I've bought many different items from this company - the latest being a 2-channel wireless headset Samson system. Works perfectly for my needs! Both product and service quality are top notch. But the best part is that I never have to worry about gambling on any product - I have made returns of gear and have never had any hassle with returns and replacement purchases.
Products used:
I have bought 4 wireless headset systems - Sennheiser, Shure, Audio Tech and now Samson sets. Purchased a very expensive Line-6 headset system that just never sounded right. I replaced that system with the Sennheiser with excellent results! I've purchased cable, wire, strings - a lot of items for our church worship team (Utica City Church). I am very pleased with this company!
Date of experience: September 29, 2018
I ordered 2 from heads for my husband. I never in a million years expected the owners to call personally and ask if everything went well and if I needed anything else! This company is amazing and very customer oriented, even delivered them with a little bag of candy that was just a little extra.
Products used:
Drum heads
Date of experience: January 7, 2023
Ordered a full 6 piece drum set. Came on a Friday. Unloaded the 3 boxes, no Symbols. Called they're "Tech support". He said they probably wouldn't be able to ship the Symbols out till tuesday. That would have been fine. But come wednesday of the following week they said they're waiting on Tama for information on the Symbols. They're Tech support people suck. I bought my own Symbols. Never again.
Date of experience: January 13, 2022
I recently searched for a lower cost upgrade from Cubase AI 9.5 to Pro 10.5. I found a great deal at Sweetwater, so I thought. First I called in rather than just placed the order. I got a Sales rep. Brain. Brian happily sells me the download. After a few hours of waiting; the download arrives. I follow the instructions... no versions to be upgraded. Found out I had upgraded to 10.5 which cost more money. Paid it. Got another download. Same problem. Set multiple screenshots of everything all weekend up to today, nearly a week later. Still not working. Sweetwater Sent the wrong upgrade again... WANTED $200 MORE for another download with no attempt to make it right with me paying. Sweetwater Can Kiss my $#*! for trying to hustle a Man for dollar. They thought they had a sucker and made some change on daily interest. Shame on you SWEETWater
Date of experience: May 14, 2020
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 kind review, Steven! Our Sales Engineers are dedicated to providing next level service and experience to each customer! No matter the size of an order, we want to make every customer feel the same the Sweetwater Difference!
- Quincee Musselman, Sweetwater Customer Experience