• Sweetwater

2022 SITEJABBER AWARD

Sweetwater

Overview

Sweetwater has a rating of 4.14 stars from 1,182 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.

  • Service
    342
  • Value
    335
  • Shipping
    331
  • Returns
    172
  • Quality
    322

This company responds to reviews on average within 3 days

Positive reviews (last 12 months): 71.3%
Positive
77
Neutral
3
Negative
28
181
See all photos

What reviewers want you to know

Positive highlights

  • I just want to call out one particularly incredible Sales Engineer, Jayden Brown!
  • Buying music gear is fun, and Sweetwater makes the experience even better.
  • 2022 Customer Choice Winner

Critical highlights

  • Customer service is not all that good if they won't return your call.
  • I would rather go to Guitar Center or some other Big Box store (Which is what they have turned into) IT IS THEIR LOSS.
  • Sales rep said some were not in stock and there would be a "slight delay".
How would you rate Sweetwater?
Top Positive Review

“Excellent oreder processing with free shipping.”

Timothy Y.
2/13/24

I haven't bought instruments or amplifiers from Sweetwater but I've gotten just about everything else there. They always deliver on time as promised, have free shipping and offer a good return policy which makes shopping with them fearless. Thankfully I've never needed to return anything. Oh yeah, the old fashioned candy in your package is a nice touch.

Top Critical Review

“Bad customer service”

L V.
2/15/24

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

Reviews (1,182)

Rating

Timeframe

Other

Reviews that mention popular keywords

sales engineer (115) customer service (406) guitar center (37) sales rep (65) music gear (49) music store (40)
Thumbnail of user timothyy163
2 reviews
0 helpful votes
February 13th, 2024

I haven't bought instruments or amplifiers from Sweetwater but I've gotten just about everything else there. They always deliver on time as promised, have free shipping and offer a good return policy which makes shopping with them fearless. Thankfully I've never needed to return anything. Oh yeah, the old fashioned candy in your package is a nice touch.

Products used:
Bass strings, cables, mics, instrument tools and cleaning supplies, mic stands and more.

Service
Thumbnail of user lv98
1 review
0 helpful votes
February 15th, 2024

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

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Value
Shipping
Quality
Thumbnail of user steved158
CustomerExperience .. – Sweetwater Rep

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

Thumbnail of user lesm132
1 review
0 helpful votes
January 22nd, 2024

I am a professional filmmaker/audio engineer and hobbyist musician… I respect the knowledge of Sweetwater's employees and appreciate that my orders are always looked after by the same individual (Grant Vitek), but I especially love their service. I ordered a product on Friday and it arrived 3 days later! Exceptional service! Thanks.

Tip for consumers:
Love the personalized service!!

Products used:
Most recently a set of reference monitor stands which I love.

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Value
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Thumbnail of user xoatesy
1 review
0 helpful votes
March 20th, 2024

I got provided a quote, in which 15% was knocked off the price, however closer inspection revealed that the sales rep, jacked the retail price up before doing so, essentially negating the savings, bit of a sly trick. Will not trust Sweetwater again. Check your quotes thoroughly before signing off on them

Tip for consumers:
Check your quotes

Products used:
Used musiciansfriend and found a more honest sales rep

Service
Value
Thumbnail of user margoh79
1 review
0 helpful votes
March 25th, 2024

I just needed a harmonica for my son. Not only was the price totally comparable to amazon and brick-and-mortar stores, but a sales rep reached out to me via text and telephone to check if I had any questions or needed additional information. I did not, because the website was clear and easy to use. I was overall very impressed with the friendliness and ease of this shopping experience. My son was thrilled with the small bag of candy in the shipping box, also! I will remember this experience for my next musical purchase. Thank you, Sweetwater!

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Thumbnail of user jennij37
1 review
0 helpful votes
February 21st, 2024

I've only just begun working with Sweetwater. I've placed one order for headphones and two others for small items. Each order is treated like it's a big money order. After the first order shipped, my sales engineer, Jason called to let me know it had shipped. The package came with a brochure thanking me for my order and telling me about Sweetwater. To my surprise, there was a little bag of candy with a thank you printed on the bag, It's little things like this that tell you they care about their customers!

Products used:
Behringer Studio Monitoring Headphones

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Value
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Thumbnail of user jamesf4314
1 review
0 helpful votes
January 11th, 2024

Competitive pricing but customer service that blows everyone away and it is not even close! They also get things out quick. I live just one state away and usually receive things the following day. You can't beat that.

They also care about their customer. I thought I had already ordered a Christmas gift for my stepson and had not, so four days before Christmas, on a Thursday, they overnighted the item I needed and helped me out big time. Saved Christmas! They also called to check in when my package got delivered to the wrong address and I was panicing trying to figure out where it was. They go above and beyond!

Products used:
DJ Backpack

Service
Value
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Thumbnail of user georget1395
2 reviews
0 helpful votes
January 9th, 2024

I am blown away with sweetwater! I got a $10 part to fix a cable I had no idea it pretty much comes with a specialist! I can't believe it that now I have a number I can call or text for any help I might need I got Greag and he is awesome! Very helpful. I really am blown away with sweetwater. My sister needed some wireless mics and I insisted she use sweetwater and usually I don't like giving out my info but for her I told her to do so as so far that's my favorite part of this company. It's well beyond customer service you get an actual trained specialist! Everything about sweetwater is 5 stars!

Tip for consumers:
nothing! I stumbled on this sight and am so glad I did!!

Products used:
jbl wireless mics and speakon connector (male)

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Value
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Thumbnail of user joshh636
1 review
0 helpful votes
January 10th, 2024

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.

Products used:
PRS CE 24 DW Guitar

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Value
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Thumbnail of user jasonv877
1 review
0 helpful votes
January 12th, 2024

I just want to call out one particularly incredible Sales Engineer, Jayden Brown! He recently helped me through some research I had been doing on new equipment and really built my confidence I was putting together exactly what I need. He then even went beyond that to share several online resources to get even more out of my gear. He took the time to listen, really evaluate what I need, and make recommendations towards future additions I might find value in without being pushy. This is my first interaction and purchase from Sweet Water and because of Jayden, I'll be doing a lot more business with them. Bottom line, if you need anything in the audio, visual, or musical production arenas, Sweet Water will have what you need and if you call Jayden, you will get top notch expertise and service! Jayden's work line at Sweet Water is *******176 if you want to get directly to this top notch professional.

Products used:
Drum machine, software, online resources

Service
Value
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Thumbnail of user patrickh689
3 reviews
0 helpful votes
March 22nd, 2024
• Updated review

I'd like to take time out to thank Sweetwater Sound for helping me develop my Studio Atlas North Studios here in Cleveland Ohio. Such a Beautiful State. James Masterson is my sales person - I would like to recognize him for his professionalism. He has a great understanding of Technical applications which determine the best tools for any given situation. His knowledge of equipment is critical and calculated with regards to consumer needs. I hope all of you Musicians can meet Him. I've known him for several years and he is my first go-to in the ever expanding criteria of building a on going studio... call James Masterson

Tip for consumers:
James Masterson my sales guide .. the Best !! Atlas North Studios Cleveland Ohio

Products used:
Ominsphere Pro tools subscritpion update and East West Ochestra

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Value
Shipping
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Superior Sales, Techincal Staff at Sweetwater
June 18th, 2023
• Previous review

This is Dr. Patrick Hillegas P.h.D. A.K.A. ARIISS IZJGUS Ive been a customer for many Years and would like to give a Special Thanks To James Masterson along with the Tech help Desk for Pro tools and Rode Caster Pro 2 ------ I cannot say enough for the great customer service and commitment to excellence provided by Sweetwater Sound - I personally have a Triple five star Review Company and know the level of commitment needed to satisfy customers - It is a Lost Art and the Corner Stone of sustainability; the ability to service others with optimal efficiency and care - Sweetwater sets the bar for excellence. Thank You Atlas North Studios

Products used:
THE BEST SERVICE

Service
Value
Shipping
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Thumbnail of user timg1073
1 review
0 helpful votes
December 28th, 2023

Purchased a new snark clip-on guitar tuner. Not only was the price better than most but it arrived very quickly. Within an hour of the item arriving, my sales rep called me to make sure that I received the product and it was in good working order. Making sure that I was satisfied with my purchase, he also asked me if there was anything else that he could do for me at this time. What more could you possibly ask for from a company! Thank you very much and keep up the incredible work!

Products used:
Snark clip-on guitar tuner

Service
Value
Shipping
Quality
Thumbnail of user clarenceb207
1 review
0 helpful votes
February 16th, 2024

I recently bought a Fender Champion practice amp. It is a great little practice amp! What I like best is having my own advisor, Jason, who is very knowledgeble. He patiently answers all my questions even when they are detailed about a product like strings. Sure you can buy the same products elsewhere but the Sweetwater staff cares and can advise you when you ask.

Products used:
Fender Champion 20 amp, guitar cord, and Hohner Crossover harmonica.

Thumbnail of user theketchumstheketchums
1 review
0 helpful votes
February 20th, 2024

I purchased a set of two studio monitor stands. One of the stands arrived with a broken knob. I contacted Sweetwater and they immediately shipped me a new set and did not require me to return the original set. The second set was packed carefully with bubble wrap and had expedited shipping. Awesome company!

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Value
Shipping
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Thumbnail of user loganr296
1 review
0 helpful votes
February 19th, 2024

I recently picked up the Beacn Mix Create from Sweetwater. Received texts and a phone call confirming the orders status and a number I could call with any questions. At first was a bit suspicious since I got a call and text on a Sunday but the package arrived within a couple days with a card and little gift package of candy with it lol. Sad to say that a personal touch like that is cause for suspicion but I couldn't be happier both with the product and the service! I wanted to go out of my way to make sure I gave kudos and didn't just silently enjoy good business like this. Thanks a ton guys!

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Thumbnail of user darrint40
1 review
0 helpful votes
December 12th, 2023

I bought some strings from Sweetwater on a internet search and was amazed tha tI had a voice mail and a text from Craig my assigned sales rep. Thanking me for my order! Since then I have ordered several things with the same as the first ( call and text), each time it was shipped fast, packed great and was just as described. If you want a company that values their customers and goes the extra mile to make it pleasant purchase Sweetwater is the one for you!

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Value
Shipping
Quality
Thumbnail of user jayb1486
1 review
1 helpful vote
December 3rd, 2023

The first time I called sweetwater for help, I was hung up on in the middle of my sentence. Called again. Nobody picked up. I finally get thru and ask for a supervisor hung up on.again. 4 emails and 5 phone calls later and no response. This from a company who promotes their 24 hour award winning customer service.
I'm done with them. And that personal associate to help you they offer, I never spoke or heard from anyone there the whole time I was a customer. Must just be more "advertising" from a company that doesn't deserve your business/

Thumbnail of user steved158
CustomerExperience .. – Sweetwater Rep

Jay - thanks for your note and I'm very sorry for the poor experience. That is really not acceptable. I would love to dig in deeper, so please email me at justin_dunbar@sweetwater.com and I'll do what I can to help turn things around!

Thumbnail of user jeffk1435
1 review
0 helpful votes
January 12th, 2024

I bought a saxophone made by bettersax from Amazon but to my surprise it was shipped through Sweetwater. I am so glad Sweetwater with the ones that shipped my order I love that they did a 40 point check before it left the warehouse Great service from Sweetwater.

Tip for consumers:
I like the way Sweetwater went through my bettersax saxophone before it left the warehouse I loved. His saxophone is great. The service I got was great as well. I highly recommend Sweetwater.

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Thumbnail of user benjament
2 reviews
0 helpful votes
December 24th, 2023

I have always had a great experience Gere. My sales rep Ken Nace is very knowledgeable. They have a great selection of new gear and even a used gear outlet. I definitely recommend shopping here. If your thinking about buying new gear, forget about Sam Ash. This place will treat you way better, has better pricing and if there ilare ever any issues they are taken care of right away.

Products used:
Berringer 15" powered sub. Sonar 12" powered speakers pair

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Value
Shipping
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Thumbnail of user jcmprtlnd
1 review
0 helpful votes
December 4th, 2023

The order was fulfilled extremely fast and the reps made contact multiple times assuring I had a positive experience.

Products used:
Sampler/drum machine

Service
Value
Shipping
Quality
Thumbnail of user josephe1121
1 review
0 helpful votes
January 12th, 2024

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.

Products used:
Guitar

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Value
Shipping
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Thumbnail of user sams2047
1 review
0 helpful votes
December 17th, 2023

I really love my new Fender Mustang JP short scale bass guitar! I love the surf green color and so does everyone in the band. It sounds great and easy to handle and play.

Products used:
Fender Mustang JP short scale bass guitar

Service
Thumbnail of user freddiec96
1 review
0 helpful votes
February 22nd, 2024

In a day where customer service is lacking Sweetwater sets the bar high for other companies. I've always received great service and Colton always leads me in the right direction. Thank you for always helping.

Products used:
I’ve bought amps, basses, cables and cases.

Service
Value
Shipping
Quality
Thumbnail of user johnw2464
1 review
0 helpful votes
March 13th, 2020

Every order from Sweetwater includes a small packet of candy which I find to be a nice little touch that says a lot to me. It says a lot because even though I'm not ordering hundreds or even thousands of dollars worth of equipment they still include that little packet of candy. That little touch along with their #1 customer service including follow ups on every order no matter how small all say that I'm a valued customer. It is for these very reason why I continue to order from Sweetwater!

Thumbnail of user jackf879
1 review
0 helpful votes
January 30th, 2024

I spent 3,200 dollars on a Martin D-28. There are issues with the top of this guitar. This guitar was suggested to me by the sales person, there were four to choose from. After I realized that the top had a wave spot in the wood and a possible area near the neck where the wood grain will spilt over time, they pretty much told me good luck it's wood deal with it. There sales pitch about the customer being happy with there purchase is a bunch of bull. They don't stand by what they sell. You may be getting a little money off on the guitar, but there receiving sub-par guitars from the manufacturer. Do your self a favor and go to the guitar store, look and handle the guitar in person to make sure it's perfect. Don't buy online and don't use Sweetwater...

Tip for consumers:
Don't shop at Sweetwater..............

Products used:
Martin D-28 Guitar

Service
Value
Shipping
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Thumbnail of user steved158
CustomerExperience .. – Sweetwater Rep

Jack - Thank you for taking the time to leave a review. I hate to hear that you didn't have a get experience with us and I would like to the opportunity to dig into this and see how we can make this right for you. Please email me directly at Justin_dunbar@sweetwater.com

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From the business

Sprawling megastore featuring high-quality musical instruments & studio recording gear.

Business History

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.

Company Representative

Thumbnail of user steved158
CustomerExperience ..
Typically responds within 3 days

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4.1
1,182 reviews
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