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Sweetwater Reviews Summary
Sweetwater generally enjoys a strong reputation for its exceptional customer service, with many customers highlighting responsive communication and a dedicated sales team that enhances the purchasing experience. Positive sentiments often revolve around product quality and a broad inventory, contributing to customer loyalty. However, there are notable concerns regarding order fulfillment delays, inconsistent quality control, and issues with returns, particularly for high-value items. Some customers expressed dissatisfaction with the handling of complaints and perceived false advertising. Overall, while Sweetwater's service approach is commendable, improvements in operational reliability and quality assurance could further enhance customer satisfaction.
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It doesn't get much better than Sweetwater when making crucial purchases. Always knowledgeable, helpful and patient.
This was my first purchase from Sweetwater and I must admit, I was not expecting this level of service. I had some questions and then changed my mind toward buying a different guitar from the original one I had ordered. Erik Molenaar, my sales engineer, helped me out with everything and we had a fantastic conversation about guitars and life in general.
Delivery was quick and the guitar was absolutely beautiful. I have since ordered several other items and will only order musical related stuff from Sweetwater. No one else compares.
Stop sending big box full of plastic garbage for a single string set that fits in a simple envelope and sweets are hurting the people diabetes problem in the USA, send them a tea bag instead like other resellers do as a thank you
Everything looks good, but I haven't taken the guitar out yet. It's for a birthday for a kid. They were awesome about my inability to know what I was doing. I ordered two incorrect things, and they returned shipment and fixed my mistake very graciously.
After dealing with shady music stores, Sweetwater is a refreshing change of pace. Chuck Surack has a mission: satisfy his customers. He and crew go the extra mile providing free tech help, double warranty and 100% satisfaction guaranteed.
They politely informed me about backorder and told me an approximate date of when the second item I ordered will arrive. He also gave me alternatives for the keyboard on backorder. He had first hand experience with the instruments we talked about and gave tips for learning curves and intonation adjustment on the instrument I ordered. Overall best customer service I've ever had to deal with, hold times are short and the technicians are knowledgeable! Thank you so much for your great help and service Ashton Boyd!
Best company I have ever done business with. They know their products, and treat you like a good friend. I have never experienced that level of courtesy and interest in what I want before.
Great customer service! None better! I get friendly short follow up calls that aren't sales pitches. Once I made a mistake ordering the wrong software upgrade and a real person walked me through how to fix it so I didn't lose money.
I've been purchasing from Sweetwater longer than I can remember. I thinks it's been 15 years or more. I've participated in GearFest and WorshipFest and the many workshops that they offer. I've bought thousands of dollars of merchandise from them. They are always profession, warm and knowledgeable. Their customer service is perfect, although I have rarely needed it. Greg Savino has been my sales rep for ages. He knows his stuff and is always ready to assist. If I lived closer this is a company I would want to work for. Thanks guys.
Sweetwater blew me away with their prompt delivery smack bang in the middle of Covid. I received order within a week!
I ordered locally at the same time and still have not received the order.
I bought my MOTU audio Interface through them. It was back ordered due to their popular demand. During the couple of weeks of waiting they reached out a couple times with status updates. When I finally did receive my MUTO I was emailed a walkthrough on installing drivers and a tutorial on how to use Ableton Live Lite. A free bag of candy was the cherry on top! Sweetwater has my business for all my music needs from now on!
I have only dealt with sweetwater music a few times, but when I have their customer service has been top notch. Their personal touch when it comes to any size order is odd in a world where the personal touch is a thing of the past. I appreciate everything they do to assure my happiness as a customer.
I am very impressed with the high level of customer service and product support given by the sales associate Jason Filloramo and the Sweetwater Team during my purchase experience.
The Guild D55E definitely has an awesome appearance, best acoustic sound and Is very easy to play! Highly recommend to those with a serious interest in a high quality made guitar.
I downloaded pro tools with their amazing customer service! They stayed on the phone with me until it was all done!
Repeat buyers and without a doubt Sweetwater has the best service of any online retailer we've come across. Prices are great and very large selection.
I'm switching my purchases to ZZounds. The customer engineer I was assigned too doesn't seem interested in my small purchases and info that I need back ASAP. When I ask important questions (at least to me there important) Maybe during covid his business is through the roof?
I made an order on Sweetwater for a Rode Podcaster USB Broadcast Microphone. Within a few minutes of ordering, I received an email and a phone call from Tony notifying me that the item was on back order. I let Tony know that I would wait until the item was back in stock. When I reached out a couple of weeks later for an update, Tony called me and let me know that unfortunately the vendor put the item on backorder again. I was pretty bummed out because I needed the equipment for work - Tony was quick to offer me an awesome deal (it was a demo mic) on an even better mic! Within 2 days I had the mic and stand at my door. I was so impressed with the customer service throughout the entire process, especially with Tony. And incredibly appreciate for their communication and their service. Not sure when I'll need more equipment, but I will for sure be back here when that happens. Thank you, Tony!
I ordered the wrong product on a 6 month payment plan and now I'm being told I cannot return it because it's a payment plan... how are you gonna Force Someone to pay for the wrong product! Costumer service I've contacted have been very rude and 0 help.
Thanks for sharing your experience, Elijah! We'd like to look into this for you as soon as we can. When you have a moment, could you please send us an email to confirm your order number and information to WeCare@sweetwater.com? Thanks again for reaching out, we truly appreciate it!
If you don't need help with your products and you research them, then shop at musicansfriend, wwbw, zzsounds and even guitarcenter. They offer points which is money back... the only time I buy at sweetwater is if I need financing on high end equipment like shure axient or yamaha cl mixer... ever since 2018 when they started charging taxes, I started buying from other companies... I've been a customer since 2010 off and on and only have used my sales engineer once. Another thing, I've spent about ******* at sweetwater and still struggle to get a good deal,, its hard to negotiate with them, you think i would at least get 5 percent off after 10 years. Agiprodj gives 15 percent off most of the time.
The folks at Sweetwater Sound, Inc. handled a challenging problem concerning the delivery of my gear in a way that indisputably validated Mr. Surack's commitment to his customers to always try to 'do the right thing'. I am deeply grateful and am certain I will be a Sweetwater customer for life. The gear works as advertised, which always is an inspiration in the production of music.
From the business
Sprawling megastore featuring high-quality musical instruments & studio recording gear.
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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
Hey, Cris! Thanks so much for sharing your experience. We'd like to look into this for you as soon as we can. Could you please send our Customer Service team an email at WeCare@sweetwater.com to confirm your info and (if applicable) your order number? Thanks again for reaching out, we truly appreciate it!