What a great buying experience! I made such a small purchase, the recommendation and the follow-up were unexpectedly amazing! The little extra in the box was received very well by the recipient of the gift. Thanks for your exceptional treatment of customers. I'll be back and I definitely recommend this store!
Surprised to read any negative reviews on this company after my straight positive experiences with them over the last decade and that includes lately. My rep Erik has been extremely helpful and very accommodating. They've been very understanding with a bunch of returns I've made.
They may not carry quite the inventory that Guitar Center does but they also aren't going bankrupt and don't sell used/tried instruments as new. Items advertised as in stock always are and shipping is virtually immediate and instruments arrive very quickly. Your instrument is inspected before being shipped and is always very well packed (hey, Amazon). Sweetwater includes a two year warranty on instruments and is a Fender authorized service shop (try and find those now). Anyway, they have locked in customer loyalty with me.
This is the best place to buy music gear anywhere on planet earth. Full stop. I've ordered big ticket items and small little accessories, you can always count on the right price followed by mega service. There is a reason everybody loves Sweetwater.
My first experience ordering equipment was met with superb customer service and follow-up. The delivery package was received earlier than expected which included an old fashioned touch of a candy bag and catalogue. Simply put: awesome.
Over the years I've spent a lot of dough at Sweetwater. They've never steered me wrong. Always great advice and super competitive prices. (cheaper in many cases) A company that is truly focused on customer service.
I have never encountered any other business, either online or brick-and-mortar, that has provided me such fine service. They seem to bend over backwards to make sure the customer is satisfied. I have ordered from them three times, and every time was a pleasant experience. And I found their prices competitive, plus free shipping!
Outstanding customer service. Sales exec - David Means - a class act, full of integrity and expertise. Tech service team is as patient as one could ever ask for.
Thrilled that I found your site online.
I am consistently delighted with Sweetwater and especially my personal rep, Kenny Stratton. I've made at least 20 purchases over the past 10 years from this company, and I can truly say I have never had anything less than an excellent experience. These guys walk the talk... rapid delivery, everything packed securely for maximum protection, and outstanding products. I love the Guild bass for its tone, easy playability, and versatility. Ken always follows up to make sure everything went fine with my purchases. I unconditionally recommend them, for any kind of instrument or gear. Call and ask for Kenny Stratton... you won't be disappointed.
Shoutout to Brandon Buckley over at Sweetwater! He and his great team helped me through every step of buying the right product for me and also returning an order I accidentally bought! 5/5 stars any day!
Awesome customer service. My Zuma arrived just in time. Love it very much! I always recommend this place to all my friends who are interested in buying any type of gear. Sweetwater is the best no doubt.
Ordered a drum kit from them. Joe James helped me out and was so patient. Shipped everything immediately and it arrived 4 short days later perfectly packaged. Couldn't recommend these guys & gals enough.
Joe is very patient and knowledgeable! Thank you for taking the time to give Sweetwater a review and to let us know Joe took great care of you. We look forward to assisting you again, Scott!
-Stacia Brinneman, Sweetwater Customer Experience
I have purchased a lot of musical equipment from these guys (many guitars, pedals and audio interfaces). Always great experience. Communication is good and they always follow up to make sure you are satisfied with purchase. Highly recommended.
Stay away. Far away. Gracious as they take your money. Disappear after your products broken. If it's after 30 days their 2 yr warranty is a joke. You will be sending it back to the company that made it because their useless tech crew can't fix even a tube replacement. They can't fix it or its not really broken. Then your nightmare begins. Religion underlying theme. Don't mix religion with gear please. Big issue no discounts which you can get anywhere. Fight for your price match. They actually will try and convince you it's better to pay full price. Go with indie stores, or musicians friend, Sam ash direct they all will give u a better deal. No bull$#*! in between. Trying to cultivate some type of relationship with u so u will keep coming back. But when u need them they are not your friend. You will find out on ur own unless u maybe get the one decent person there. Even lots of money makes no difference after awhile. Run don't walk.
Large selection, although stuff not always in stock. However, As mentioned by others, customer service can be less than desirable, especially for returns.
The issue here is that the return policy poor and unnecessarily overburdened. Moreover, customer sales support goes south once the discussion turns toward return/ refund.
There are other options out there for more effective and pleasant online ordering, if that is the method you use.
Come on guys! This stuff matters when ordering expensive equipment!
I ordered a mouthpiece for my saxophone. Was not satisfied with it.sent it back over 3 weeks ago. They are still charging my card for the mouthpiece. I have called twice. And assured it will get taken care of. Got an email that they are charging my card again for the mouthpiece. Called again and assured they were working on it. My first experience has been a disappointment to say the least. Taking way to long to refund. And still charging for something I haven't had in over 3 weeks. Customer service has been a bad experience. I hope they make it right. Was thinking about another mouthpiece but i think I'll look elsewhere.
The new guitar I received was perfect. Sweetwater has always and will continue to be my go to for all future purchases. They are absolutely amazing. Fair prices, outstanding customer service and the best product selection make them #1.
Thank you for the stellar review, Dale! I am glad to hear that your guitar is perfect! Thank you for trusting us with your future purchases! We appreciate your kind words!
- Quincee Musselman, Sweetwater Customer Experience
Currently waiting to receive an Acoustic guitar. I got the SN after it was shipped and found it to be 1 1/2 years old. NOS.
They should have advised me up front and discounted it accordingly.
I'm a little skeptical of them now.
Probably will send it back.
I just recently retired and now have more time to devote to my music. The team at Sweetwater has been great in helping me make choices and decisions about equipment and products I may want to consider in preparation for live performances and a home recording studio. Sweetwater's business practice of assigning customers with a dedicated sales engineer with experience is refreshing. Communication with Ian Roegels has been excellent, both via email and phone. The helpful recommendations and customer service, including clear communications regarding online order and shipping status and fast deliveries, are key features that will keep me returning to Sweetwater for any music equipment needs.
These people are the friendliest most helpful people I've ever talked to. They email your own personal service rep! But even just calling them direct, all of their people are just so wonderful! Thank you for the pleasant and easy help. Have never had a problem. I will only order from Sweetwater!
Sweetwater goes above and beyond to make your shopping experience a positive one. I always recommend them for all of your musical needs. Wonderful place to visit if you can. Check out Gear Fest... I; m very happy with everything I've ever purchased from them.
I've purchased multiple things from Sweetwater from guitars, to keyboards, to guitar cases. They are very intentional in making sure you have exactly what you need. Alex Berglund, my sales rep, has been extremely helpful and responsive. Sweetwater goes out of their way to be personable with every client they have. No robots, no automated responses, just real people who are passionate about music and helping others. This puts them far above any guitar center or music store. A big organization with a small shop heart. Will continue to be a customer for a long time.
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
Thanks Cathy! I am so glad you had a wonderful first experience with us! We treat every order with the same care and attention, and I hope you continue to let us show that to you!
- Zach Bloom, Sweetwater Customer Experience