Not advised of the 5 to 7 day rule on check by phone when I expressed I needed the equipment asap. Ordered gear on Tuesday my check was shown as pending on Friday, cleared on Saturday and here I am on Tuesday ONE WEEK without my money or the gear I ordered. Sweetwater please review your bank and it's services. Your not getting the best return for your business. After a few more days the gear finally arrived. This whole thing was not a fault of anyone but rather just how stuff goes sometimes. Over all Sweetwater stood with me and was really great threw the whole event.
If all businesses had this kind of customer service the world would be a better place. I will definitely be ordering exclusively from Sweetwater for all of my musical needs from here on out. The staff is friendly, enthusiastic and very knowledgeable. If I had grown up in music and had the skills and knowledge of the staff at Sweetwater then I would want to work there. Hands down one of the best companies out there. Order from them once and you will be a customer for life.
I've been using Sweetwater for a little over a decade and I've never been disappointed with the service, or the care that I have received. I would and have highly recommended them to anyone looking to buy musical equipment. One other cool reason to use them is that I have had the same sales rep for almost 10 years.
I just purchased a guitar, amp and accessories from Sweetwater. All of their staff that I have communicated with have been very professional, caring about excellent customer service and attention to detail. Their prices are excellent along with their quick and safe shipping. They truly do care about their customers. I am a very satisfied customer that will return.
The package came on time and packed full of surprises. There was candy, a cool sticker and a really cool Sweetwater catalog. They have really fast shipping and amazing customers service.
Would recommend them to anyone who is into music or candy.
Sweetwater is where I buy all my musical equipment. The service is excellent the products are perfect, and I know if there ever is a problem it would be resolved. Rob Kramer has been great in helping me with all my purchases.
My expectations were exceeded during my experience with Sweetwater. Clearly there is a commitment to service from the sale through delivery. The personalized communication and availability of educated staff is confidence building. Looking forward to doing business with Sweetwater again very soon.
Sweetwater has launched my career by helping me select the right equipment and instruments to bring my dream to life... Mike Conyers is excellent, and so knowledgeable, beyond the normal sales engineer in all the other online stores... he has made all the difference in my shopping through guitar online stores... I'm so impressed with his caring about you and your purchases... love shopping at Sweetwater and Mike has made all that difference.
I came upon this website trying to find an aux splitter (I was using it for a Halloween effect) I asked a question about shipping and the guy called me back which was super helpful and he also found out what I was using it for and realized I got the wrong size! The guy helping me went out of his way to find a new cord that would fit my project! Very helpful would definitely recommend! I am definitely buying more things from this website from here on out. Keep up the good work!
Purchased a Taylor for a friend. Two months in two pick-ups went out. As there are no certified Taylor service tech in my area. They had my buddy ship back to them. Turn around on fix was two weeks. Awesome.
As a drummer myself. Every piece of equipment I have purchased has served as expected. They are my only source when seeking music equipment
Look sweetwater offers great products but this is about customer service. I was so pleased after placing my order because of how quick Nick Blough was to offer any assistance when needed. I have had issues with my Boss VE-20 vocal pedal, so I reached out to Nick. His response "you can just buy a new pedal." I laughed at first but this sort of response needs attention. Help out us independent artists spending hard earned money
I work with Paul Lea as my advisor, and time after time he helps with input on product selections, pricing and availability, etc. and is always very quick to respond via email. Between Paul's help, the prices, and your inventory, I always prefer to get my gear from Sweetwater. Appreciate all the support... Jeff
I purchased a Kala ukulele from Sweetwater. When Fedex didn't deliver it on the expected date, I was told nothing could be done; I should give them a call. When the ukulele finally did come, it clearly was not new. Someone had glued one strap stud to the bottom of the instrument (Kala doesn't do this) and never even glued on the other. I have tried for 24 hours to reach someone about this, I even sent a photo of it to Ian, my "sales engineer." Nothing. Now I am reading that if I send this uke back for a new one, I will have to pay the shipping for their negligent and potentially dishonest actions. This is an incredibly disappointing first experience with Sweetwater. There will not be a second.
Hello, Jamie! We'd be glad to look into this for you! Could you please contact us at WeCare@sweetwater.com to confirm your order number? Our Sales team are currently working from home, and wait times are unfortunately longer than normal at the moment… But we would love the opportunity to make this right for you. We truly appreciate your patience at this time, and thank you for your message today!
Sweetwater is my go-to for all things musical. Their vast inventory, incredible prices and the sales staff's knowledge of everything in their catalog, or online, is only surpassed by their amazing customer service (I'm looking at you, Patrick Schaefer)! If you're not shopping Sweetwater for your music needs, you're not getting the product, prices and service you deserve. Period.
Purchased a PRS from sweetwater and was assisted JD Shamoun, who is exceptional. I deal with a lot of sales people through my vendors, he has a drive and passion for sweetwater and the music industry that is seldom seen, and is very personable, which can't be taught. Absolute Rockstar. Subject matter expert on all the products I asked him about, you could tell he has actually used the gear as opposed to reading a spec sheet.
Best all around place for the musician. Great customer service, they stay with you every step of the way, through the beginning of the transaction to the end and beyond. They make you feel like family, instead of just another customer. Can't say enough good things about this company. 5 stars!
Sweetwater is the best music store out there today. And I've used them all. Hands down the best! Customer service has no equal, from sales engineer follow up, then another from the CEO and it doesn't stop there... they send something sweet in the package
Probably the best online buying experience I've had. Your follow up and customer service is unparalleled. Kudos to the shipping dept, never received a better packed and sealed delivery before. The candy is a nice touch too. A+
Their customer service is grade A! They called and emailed me multiple times when I had ordered the wrong thing and had to return it and order something else. They genuinely care about their customers. Would definitely recommend!
Your customer service can't be beat. As a business owner, I have seen good and bad service. As a consumer, ditto. Your service and attention must be based on the same model as mine. The customer is where our paycheck comes from. Keep them happy, and they'll keep coming back. Also, your selection is top notch for anyone in the industry. From the beginner to the professional, you have something for everyone. Keep up the good work and Thanks Again Ian!
Overview
Sweetwater has a rating of 4.1 stars from 1,195 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 1st among Music Equipment sites.
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- Fort Wayne, IN, United States
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Business History
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.
Company Representative
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- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
I am sorry to hear about your most recent experience and would like to make this right. Please email me directly so I can dig into this, Alisha_hall@sweetwater.com