Sweetwater

I have ordered a few different times from this company and must say, have never been so impressed. Their customer service blows every company I have ever ordered from, out of the water. I feel soooooo comfortable ordering big ticket items from them. I know if I had a problem with anything they would take care of it, not that I did. Bought 2 Gibson guitars recently they sent pictures of them, and have been in contact with me the whole time from start to delivery. Wish every company would follow suit. Alicia L

For the last... 15 years of making music, I have never worked with a better vendor/company than Sweetwater. Everyone - from the top down - is truly remarkable. The help, the thoughtfulness, and the expertise are amazing. There is no better place to purchase your equipment and also for customer support and technical support. Special shout-out to Aaron Kocks and Paul Rowan. Just tremendous people who care!

We purchased a fender Telecaster from Sweetwater, we waited a long time for delivery after we received it we had to wait 24 hours to open it per their request. After opening it we found several defects in the finish. We didn't send it back because we didn't want to wait again and we were wondering why would they a ship a defective product to begin with?
The guitar is several years old now we decided to sell it to buy a different model turns out nobody's interested in buying it because of the defects in the finish so now we are stuck with a $1,600 guitar.
As a result we have decided not to purchase from Sweetwater's anymore.

Sweetwater is my go to biz for musical gear. This Nord Electro 5D 73 is my latest acquisition, replacing a Hammond SK1-73 (B-stock) from another music store online somewhere in the US. Keyboards have to be tested, bonded with (or not), checked for a system architecture I can work with (or can't), and checked for quality of sounds (or lack of it). Sweetwater sales techs have always been helpful and open to taking the gear back if I'm not satisfied. That isn't universally the case, and even less so as the purchase price or condition of the gear drops when I've bought from other sites. Certainly there are ways to get a lower up front cost, but there are back-end costs and frustrations I've experienced with other sites after the deal goes down, or breaks down. They've led me to pay the little extra and have peace of mind with Sweetwater and I've never been disappointed!

So I've gotten duped by guitarcenter.com more then once. 2 separate times they wouldn't issue a refund or accept a return that they should have. I just got off the phone with sweetwater. Guy by the name of Joseph helped me out. I purchased the wrong TRIPP-Lite cable for $20. Called to initiate a return and the guy just refunded me the money w/o requesting that I mail the item back. I would never get this treatment at Guitarcenter.com. In fact, I had one instance where I was on the phone 2 separate times for well over an hour to get a refund that never happened. I don't care about deals. I will pay for helpful and good customer service and this company has it. I really really recommend em.

This was my first purchase from Sweetwater and I know it won't be my last. Customer service was amazing and is obviously something the care about. This was my 4th guitar purchase but my first new and first online. I wasn't sure want to expect. Thankfully Sweetwater posts pictures of the guitar you are getting and so it takes the guesswork out of what the equipment may look like and so on.

Not long after I made the purchase I received a call from Ken. He was calling to see if I had any additional questions and to notify it was ready to ship out. We kept in touch via email with varying correspondence over the next couple of weeks.

Overall this was a "sweet" experience

When I received my guitar, I was very happy with how it was packaged for shipping. It was well protected. The attention to detail was amazing, from how the receipts from my order were placed in protectors, cards that had signatures from people who inspected the guitar before shipping, information on guitar care after shipping and right down to the bag of candy thats sent with the merchandise, which I think is a great extra touch. I also bought a nice guitar case that exceeded my expectations. Sweetwater rocks!

I have ordered from them two years in a row, and will never order again. The first year, after 3 months, they still did not have the product. Why do you put in on your site, if you don't have it? This year, I ordered two things, and again, out of stock, and they weren't sure when it would be in. It's Christmas, I'm ordering Christmas presents - no, I can't wait until it's back in stock. They need to update their site more often with things that are only in stock. So frustrating!

Over a long history of purchasing music gear, this was by far the worst experience I have ever had. I purchased a Behringer B205D Powered Monitor, demo version, which I was assured was in new condition with all accessories included with a new item, plus the 2 year warranty. The item arrived poorly packaged, with the bag haphazardly thrown into the box, and none of 3 accessories for mounting to a mic stand. Worse, it was totally non-functional, dead on arrival. The return process was slow and I was refunded none of the $80 Cdn in duty and taxes that I paid. I may as well have been sent a block of wood. Needless to say, this was my first and last buying experience with Sweetwater!

Sweetwater provides the best customer service in the industry. I have purchased products from all of the major online retailers and no one even comes close to Sweetwater. I ordered my Yamaha EAD10 on Tuesday@ noon & it was on my door step on Wednesday afternoon. The product was packaged w/great care & even included a bag of candy. My dedicated sales engineer called to make sure I was pleased w/ the purchase & that everything arrived as it should have. Sweetwater is a great company that I highly recommend.

Terrible communication from the start. Sweetwater failed to process my order the following business day. I called and was assured that my order would go out first thing the following morning. After no info was received I followed up again and was told they needed to confirm more info before my order could be processed. I understand that there are hiccups in the process, but the fact that I had to continue to call them instead of the reaching out to me is really strange to me.

I was assured that once the order shipped it would arrive after 4 business days - which has already passed and the carrier (FedEx) has no estimated delivery date or info on the packages because they are so backlogged.

Terrible experience and will not be ordering from Sweetwater again.

What an experience! Sweetwater and their Sales Engineers were awesome and made our experience the best. Sales Engineer Craig Kiel walked through step-by-step for the whole purchase to make sure we had everything we needed. Craig even followed up with an email sending pictures of our purchase and to make sure everything was good. You do not get this type of customer service anymore, anywhere! We have other instruments to purchase and will be using Sweetwater from now on for everything musical. No other company compares.

Thank you,
Michael Starks

Ordered two new guitars. Was told One would be backordered and that the other would be shipped this week due to C-19. Called today for status and was told they have no idea when my in-stock guitar will be shipped, and have no means of finding out, which seems questionable. Interestingly, I placed an order with Sam Ash subsequent to this order and already received delivery. Told them I'm considering cancelling my $3000+ order. They don't seem to care. Must be nice...

Some of the best customer service I've ever experienced. My sales engineer, Ian, and his team were the greatest and extremely helpful. Very knowledgeable and just good guys who were fun to talk to. Great job.

I have been a Sweetwater customer since 2009. I could not be happier with my gear and the service I have received from Sweetwater. I have ordered many guitars, amplifiers, home studio equipment, and accessories from Sweetwater and have always received courteous and prompt information and support with my orders. Orders arrive on time and in excellent condition.
Their greatest strength is their Sales Engineers. I have learned to trust them when I need advice. I have received timely calls from my Sales Engineer providing feedback and information on my orders. My Sales Engineer advises me on equipment meeting my needs, not just the most expensive gear they sell.
I will continue to purchase from Sweetwater and recommend everyone to give the a try.