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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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My experience with Sweetwater starts with a very small order, a pair of kid's guitar straps. Very popular straps which aren't carried by most music stores, they immediately are on backorder. After a week or two they arrive, no problem. Here's where the Sweetwater difference begins... as soon as I made the order, I recieved an email from James Lorann, informing me that he's been assigned as my Sales Tech, if I should have any question. He also asks how I heard of Sweetwater. I tell him it was via search engine and he replies. A week or two after my order arrives, he writes to inform me of a sale taking place. I reply with a short list and he returns a quote, with all items on the list generously discounted. I placed the order by phone. James is super freindly and polite, double-checking on availability on the spot, for all items prior to confirming the order. Some of the items are gifts, and he splits the order into separate shipments. Everything ships withing a day, and arrive in great shape. Wonderful! SO happy with Sweetwater and particularly James' previous service, a few weeks passed and I placed a guitar order, again contacting James to make the purchase. The particular guitar I was interested in features a distinctive wood top, which varies on each individual guitar. Sweetwater allows you to chose from their stock, providing Hi-res pictures of each guitar! My guitar arrived in a state of readiness that only required a tweak of the tuners. Beautiful! On top of that - sales staff ability to make a deal, great customer service, an awesome hands-on 55-point check (that's remarkably close to a setup), the 2-year Sweetwater Warranty and free double-boxed shipping, Sweetwater has become my go-to for music stuff. Comparing that to a chain music store where they just point at the rack, or tell you it can be ordered when you inquire about an item, and I'll be checking Sweetwater every time. They seem to have found a way to really satisfy their customers without resorting to a chain of stores and all the inconsistency that produces. Way to go!
I just purchase the Yamaha stage pas 1k and is all I needed to keep on doing my music. At 73 years old it a lot easier to move, no need for a big van to hall the big stuff anymore. This is the best sound (better than the whole P. A sound). It's the best way to play music on stage if you are a soloist. You can't go wrong with this system. Michael M.
My business partner and I, are regular customers with Sweetwater, our purchases and their services is absolutely Awesome...
NICK is my go to guy... you leave emails/voicemail messages, he will get to you. He answers all of your questions. He guides you in the right direction(s), so you can make the right purchases. If you're looking to buy studio gear, I Highly Recommend Nick K!
He hasn't let me down one bit...
Sweetwater has customer service quality down. Apparently, I have a personal representative that my calls get forwarded to every time I call. He has called me out of the blue to ask how my equipment is working and has given me technical advice.
That is customer service.!
This time I called to check whether a less expensive piece of equipment would do the job as well as the more expensive one. He told me that it would and I ordered it.
It arrived at my home before another order that I placed at Amazon at the same time.
These guys are great!
Bought a drum kit and in 5 days was at my door. Great customer service follow up as well. Had ordered this drum kit elsewhere and then found out it was on back order until November 2020.
After playing over 45 years I was tired of settling for a guitar and knowing what I really wanted. This time I didn't! The Godin a12 is my all time favorite guitar period! I can't put it down, thanks to Sweetwater and my salesman Tyle Schultz r for making sure it was perfect, Steve Ellis Anacortes wash.
I got this product and I was excited to you but as soon as I plugged it up been downloaded everything I started hearing static in my song and they started skipping. I called the guy who helped me he never called back until he heard I was shipping everything back i return this person called his name is Eric and he was trying to argue with me on the phone about my return all I wanted was my money back and now today which is June 30th I'm still waiting for refund i returned this back the last Wednesday I'm so upset right now
"hard to find" item was in stock, fast delivery, received exactly what I needed, thoughtful customer followup, great job by Sweetwater!
Super easy to view products and easy ordering. Delivered in very reasonable time and was well packaged for shipping safety. Received a follow up text to make sure I got product and was pleased. Over all a very simple shopping experience.
I bought a turntable from them about two weeks ago. It arrived with substantial cosmetic damage to it. I reached out to them, and they SEEMED to be very responsive -- they said they'd take care of it immeditelly. It's now been a week, and I have heard nothing from them. We'll see if they actually come through, but at the moment, I doubt that I will be a repeat customer.
Excellent customer service, good inventory, good prices, fast shipping, friendly, knowledgeable and helpful staff.
I have been a loyal customer since 2003. I had a large order and I ordered around May 27,2020. My salesman Delvin was strait up and said some of my order was going to be difficult due to the virus. He did suggest alternatives and actuality they things he suggested turned out better for me. The negative customers should understand that a lot of the delays were not the companies fault.
Incredibly friendly, helpful, and honest people for music. I was personally reached out to multiple times from a real person before and after my delivery. Very insightful input on my purchase and on future deals. I plan on using SweetWater exclusively in the future.
Mason Moss haas always goven me the nest deal AND the Bedt Setvoce of anyone I have ever dealt with on the internet. I would rather pay a few dollars more and not have to pay more for a setup when mt guitat comes perfect AND all set up directly from Sweetwater. If he's npt available someone else is always ready to step in and help. Sweetaters is the best gear on the internet! Bar None!
Always have what I need. Customer service is the best. I've been a customer for about 8 years and can't see ever going someplace else.
My Sales Engineer Austin is awesome! He and the Sweetwater team went way out of their way to assist me in getting the right guitar for my needs. I am very thankful to them. Austin has worked with me every step of the way in selecting the right gear at the right price. He's extremely knowledgeable and offered great suggestions and options.
I just can't say it enough, "thank you" Sweetwater!
I've only ordered from them twice but both times my order was shipped speedily and arrived intact. I wasn't sure how to get a buzz out of the first item but only one phone call and we worked it out over the phone, no more buzzing. I will be recommending them to every musician who needs equipment
On June 6,2020, Saturday, I placed an order for over $3000. The "sales engineer" was filling in for another who would get credit for the job. He took all the information, told me that on Monday I would get an email from Fedex advising me of the delivery for June 10th. Monday AM came and went. I tried calling my "engineer" and got his voicemail which he did not return. Several hours later I tried again, still no response, not even an email. Around 5pm I received a boiler plate email advising me that there was "an issue with my card". I called, but no " engineer". Left another voicemail asking him to call me for a different card, but he didn't. Instead I received an email just this AM indicating that the item was shipped. The card WAS accepted. Delivery will not be on the 10th!
His lack of responsiveness was dissappointing.
If I were the president of the company, I'd question this "engineer's" service.
As a matter of fact, you can't find the president's or anyone else's email except for your "engineer".
Hello, Kenneth. Thanks so much for reaching out to us and providing us with details of your experience. We are truly sorry to hear that it went this way. This is not acceptable and not the way your experience should've gone. We'd like to have our Customer Service team look into this as soon as they can. When you have a moment, please email us at WeCare@sweetwater.com to confirm your information and order number. Thank you again for the review.
I'm a hard working musician that has very little money but lots of talent and Sweetwater gives me credit Which means I can get the gear I need to perform and backs me up with service and tech support.
I may not be the sharpest knife in the drawer but I can cut a steak and sweet water makes it possible for me to eat,
I purchased a vintage Epiphone less Paul from Sweetwater, And got it tuned, And it has really bad string buzz starting around around the 6th fret, I had a setup done on it and it didn't help at all, I definitely got a lemon, They say they do inspections on all their items, This can not be the case Or I wouldn't have got a guitar like that, Shop at your own risk.
Thank you for the review, Joseph! We'd like to look into this for you as soon as we can. When you have a moment, could you please email your information and order number to WeCare@sweetwater.com? Thanks so much for sharing your experience with us.
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
Thanks for sharing your experience, Joseph! If you have a moment, could you please confirm your order number? We'd like to look into this for you as soon as we can. You may email our Customer Service team directly at WeCare@sweetwater.com. Thank you again for reaching out.