“Sweetwater is the best! My Sales Engineer is always there to help answer questions, research and chat when needed. Last 2 purchases were just awesome and Sweetwater hit out of the park!. My Soldano Sl100 just grinds... and I just received my 70's Gibson Explorer. My Sales Engineer was smart and helped me choose my items. Ill call her (Sunni) first and chat before I purchase. Best experience on the planet!”
“I've been buying instruments for years and I went to Sweetwater for the first time and it was not a great experience. First their salesman wasn't the best with extended courtesy after the sale. I had to exchange my Fender standard Stratocaster twice until I finally got a Stratocaster with minimal issues I had to settle because I didn't want to go through exchanging it anymore. They're 55 check on the instruments is way overrated. It's better to have the least amount of hands on your guitar from Factory as possible because they're 55 Point check is useless. But in the end they did take back the first two guitars, but I was never able to finally get exactly what I wanted, I just didn't feel like going through another Exchange. The real issue was quality control with Indonesia. Sweetwater's technical support is better than their sales force by far. No they did come through somewhat in the end. I guess you can say I came close enough to getting what I wanted. Sweetwater did give me a discount for the issues on the instrument.”
“They’re good for having and selling what you need, not so good (so far) at customer service after you’ve bought it. Seems like the product makers wouldn’t be so happy about that. Me neither. Gonna look locally from now on.”
“I just received my Ibanez guitar 😁 I cannot say enough about how happy (satisfied) I am. My agent JD was so helpful and has called to make sure that I was satisfied. I will certainly be using them again for most all my needs. Thank You Sweetwater”
“I got a guitar by sweetwater and the tip of my cord got stuck in the output jack and this AMAZING costumer service got me a new one shipt out the next day! Even before I sent back the old one!!
I recommend EVREY one to shop at sweetwater!
THANK YOU SWEETWATER!”
“I generally like to purchase goods from small retailers, but Sweetwater has always been very good to me and I’m very happy with them. They usual have everything I need and ship out quickly. Shout out to Chris Moseley, my personal sales rep., I appreciate you always providing excellent customer service and support. Thank you Chris!”
“I have no idea why this has only 3.3. I have bought 4 guitars and quite a few accessories from them. Nick, has always been wonderful and extremely patient. Everything I have bought from them has been perfect.They take great care in packaging and shipping as well. Always ready to answer questions. I would not buy a precious guitar from anyone else!”
“One of the best purchase experiences I ever had. Quick delivery, quality product, first-class customer service, communication about shipping, follow-up about my satisfaction by Jake, and when the guitar went on sale a couple of weeks later for $290 less I called to see about a partial refund, no questions were asked. I spent literally about 1 minute on the phone with Kevin who sent me an invoice with a minute from our conversation for the $290 sale price and taxes. $315 refund. 5 STAR customer service that is beyond rare, especially these days. Thank you Jake and Kevin. Keep up the excellent service!!”
“I recently purchased my first PRS guitar, a DGT Semi-hollow body. This review is not about the guitar; it's about my Sales Engineer. Adam recently became my Sales Engineer after his predecessor advanced on to another position at Sweetwater. I was admittedly reluctant at first because Dan had been just absolutely stellar. Never had I experienced such passionate customer service before, so when Dan told me he was moving on, I was very apprehensive. I did not expect the sales engineer who replaced him to be nearly as attentive and responsive as Dan had been. However, my first interaction with Adam made me realize that Sweetwater values customer service as much as do. Adam sold me that PRS guitar, and because he owned one, he was able to speak informatively and provide a professional opinion. Adam worked hard for this sale. I wanted it yesterday and the shop was a bit backed up with pleck'ing guitars, so I had to wait my turn. I was not happy about that, but Adam really handled that very professionally. I wasn't testing him, but he exceeded every expectation. When a company hires good people, you get good results. Adam, you would make Dan proud. Thank you for your professionalism and your passion for music. I look forward to more business down the road.”
“I could not love my Martin guitar more! Thanks to Nick, who listened to everything I wanted and was so patient with my questions. The setup is amazing! I have been playing nonstop since I waited a day and opened the box! I have bought three guitars there. Will not go anywhere else!”
“Company has no interest in handling a manufacturer warranty claim. Only interested in sending items back to their shop so they can recoup the repair costs. Long time customer who will never buy from them again.”
“First off I'd like to say that I'm new to playing the guitar and I have to say Sweetwaters customer service is top notch they definitely go above and beyond. Being I'm new to this I recently upgraded my amp to the Marshall code 50 and I couldn't be happier. Just the amp alone up my playing skill it actually sounds like it's supposed even surprise myself lol. Today I just ordered the ESP LTD vulture. Talk about being stoked! Looking forward to jamming on that . Again I just want to give a shout out to the Sweetwater staff . It wasn't long after I placed my order that I received a call congratulating me on new purchases and assured me that if I have any questions they would be there to help in any way. These guys are first class thank you for that .”
“I ordered a Marshall 1960AHW cab back in April of 2024. This item has been on my wish list for years so I was psyched to finally have placed the order. Three months later I finally received the cab. To my dismay upon opening the box cabinet had multiple flaws and damages. Cracked back corner, tolex tear on the back, dented front face and additional small tolex tears on front. I contacted Sweetwater immediately. My sales rep convinced me to hang on to the damaged cab while Sweetwater received a replacement one. I was promised I would be getting a replacement. Long story short every month since they keep changing the ETA on when I will finally get a replacement. They blame it on Marshall. To be honest I feel they sold me a b-stock item as new. They have not responded to my last email in regards. Customer service manager handling my case has changed twice since opening case.7 months after I am still waiting on my replacement cab and stuck with a damaged item. Very disappointed with what should have been a dream purchase. If they don’t make this right this will be my last purchase from Sweetwater.”
“Be careful! Be SURE they have your item IN STOCK as I placed a drumhead order not knowing they did not have most of them! Gladly took my money tho. Cautious....”
“I don’t appreciate being put on hold on the phone for 30 minutes just to ask a question about the guitar I purchased. Goodbye Sweet Water hello Musician’s Friend.”
“I ordered my first new les paul from sweetwater.com and overall the experience was OK. The free shipping was nightmare with fedex. It started out with email saying it had shipped when in fact it had not. It appears sweetwater generates shipping email simply when a lable is created not when the item is actually in the shippers hands. That is on sweetwater. Fedex did take the pony express route getting the guitar to me which was 1 week from placing the order and the outer shipping box appearance made my heart sink when I saw the damage. The guitar was undamaged.
After purchasing the guitar I was assigned a sales engineer. This is where sweetwater gets the 3 stars. I am creeped out by this guys picture appearing in each email and every time my search brings up sweetwater on the internet. I feel like I am being cyber stalked every time I go to sweetwater.com and I am forced to deal with this guy?? Now I don't shop there because of this.”
“The most knowledgeable staff I have encountered and the best customer service I have ever experienced. I highly recommend them to any musician, beginner to rockstar!”
