“I recently went through the process of exchanging a previously bought guitar for another. Huge shoutout to sales engineer Steve Wessing. He made the whole exchange process stress free and seamless. Sending my unwanted guitar back to Sweetwater was a breeze and the timely delivery of my new guitar was fantastic. The entire process took a little over a week thanks to Steve. Sweetwater rocks!!”
“I use to really like Sweetwater, but before a Management change, before Mike Clem, had some return issues. But resolved, but now, in the past 2 years, horrible!! Every web site I go to, Sweetwater advertisement are very deceiving. Pretty much of the stuff, isn't in stock, or on back order. So there grabbing your IP address, and advertising madly. All that matters that they get you to there site. Probably points on there company, regardless of a sell. BE VERY CAREFUL on the EZ Payments. In your account it show dates for payments to be received, there will be month/months, a line missing that doesn't show up, but your sales person will email you saying you have a payment due. I screenshot there payments, constantly. Reported to Indiana Attorney General's office, at this time, its being reviewed. Not knowing today, after all the gear bought, the inspection before sending you, was a farse, and see a lot of issue posted. But drowning your internet, with advertisement's, is horrible. Almost 8 out 10, the gear isnt in stock, on back order, or dont know when it will be in stock. Theres something wrong here”
“I ordered a boutique guitar amplifier from Sweetwater. I asked the Sales Engineer Halaj Mack if the amp would be factory sealed. He said it would be. When it arrived, it was not, with an envelope stuck to the top stating how it was "carefully double-checked and packed" by a Sweetwater rep. Not what I was promised. In fact, I believed it to be the “demo model” I had initially purchased, then cancelled that same day, since I preferred to have a brand-new product. Halaj Mack did not so much as apologize from the misrepresentation, just told me the shipping team said it was new, and not the demo model, contrary to the evidence. So, I went over his head, communicated how a Sweetwater representative had misrepresented the product, and managed to get the amp replaced. Sweetwater even double-boxed the amp in a snug double-walled box and sprang for expedited shipping without being asked. So, was I happy? Not as happy as I would have been if they’d just sent me a factory-sealed product to start with, instead of forcing me to push to get what I paid for, but at least I actually received a factory-sealed amp.
Anyway, moving on… a couple of weeks later, I ordered a second boutique amp, requesting expedited shipping and double boxing identical to the way in which the first amp’s replacement was shipped – in other words, nothing that Sweetwater hadn’t done before. I paid for the $150 additional shipping cost this time, and was happy to do so since I expected to receive the second order in the same condition as the first.
This did not happen. For some reason, the Sweetwater shipping department thought that double-boxing this 60-pound amplifier in near paper-thin carboard that exceeded the factory box measurements by 12 inches in length and 8 inches in height would somehow not end in disaster. When this catastrophe arrived at my home, the outer box had been torn from end to end, because the 60-pound contents was clearly too heavy for the outer box, and had broken through when handled by FedEx staff. I do not blame FedEx at all since a properly boxed item, such as the first double-boxed amp I’d received, could withstand the rigors of overnight shipping, and would have been delivered safely. I could not understand why they would use a box that was not designed to support such weight to ship a $3500 amplifier, especially when I specifically requested that this order be shipped in identical fashion to replacement amp I had received earlier.
So here I am, with two shipping disappointments from Sweetwater in less than a month.
Was the inner box intact? It seemed to be, aside from some bumps and scrapes, but since it had clearly torn out of the outer box, it may very well have fallen an unknown number of feet to the ground, perhaps on more than one occasion while the disintegrating outer box was being handled by various individuals during shipping. Since tube amplifier are notoriously fragile, and given the state in which the package arrived, I thought that it was entirely possible that the amp had suffered damage due to Sweetwater’s gross negligence. So, I demanded a replacement, providing the exact measurements of the double-walled outer box in which the first amp had been shipped, plus a refund for the $150 expedited shipping I had paid to make of for the distress and frustration they had caused me. I told the new Sales Engineer, Israel Hernandez, that if they refused, they would lose me as a customer. I told Sweetwater I would leave the amplifier untouched and unopened so they could sell it to someone else. They accepted my terms, and I shipped back the amp with a label they provided. The Sales Engineer then sent me the $150 shipping refund, and a promise that the replacement amp would be shipped per my specifications via free overnight shipping.
Anyway, of course, they no longer had any stock to send me a replacement! So, the Sales Engineer, Israel Hernandez, told me they were expecting a new shipment in about a week. There was no update the following week, so I reached out, and he told me I had to wait 3 weeks, which would make it an entire month since I originally placed the order. A couple of weeks later, I told them not to bother with the replacement, since the whole business had left a bad taste in my mouth, and there was way too much negativity attached to the purchase for me to enjoy it.
So, what do they do? They take back the $150 goodwill shipping refund which was supposed to make up for the distress and inconvenience they had caused me. This, despite me having told them that they would lose my business. The day before I cancelled the replacement, I had expressed interest in a different, pricier amplifier to the Sales Engineer, Israel Hernandez, but this promise of future business did not sway them. They only cared that I no longer wanted the replacement amplifier, which would have required them to absorb the cost of the overnight shipping.
I’m disappointed to say the least. Sweetwater is very good at pretending to care about customers, but in practice, they don’t. I was never adversarial, never rude, never unreasonable. I just asked them to give me what they had promised to provide in exchange for my money. And I think I was entitled to accept their gesture of the $150 shipping refund at face value: that they were apologizing for poor customer service. Please bear in mind that they were directly responsible for the disappointment I had to swallow not once, but twice in a single month, not to mention the time and fuel it cost me to drop off their amplifiers at the closet FedEx location, which is 30 miles away. For those of you who have invested money in high-end musical equipment, who have endured the wait and prayed that the equipment would arrive undamaged, perhaps you can understand my point of view.
I told both the Sales Engineer, Israel Hernandez, and his assistant Conner Verity, that I would be leaving reviews like this and filing a complaint with the BBB. No response, except that Israel Hernandez had himself removed from my account as my personal Sales Engineer (if you have a Sweetwater account, you’ll have an assigned Sales Engineer that you can contact from your profile).
Anyway, hopefully this will make you think twice about giving your money to Sweetwater. There are plenty of retailers out there, with the same range of equipment and pricing. Some may be more impersonal. But that’s just it. In the end, I’d rather deal with a company that doesn’t pretend to care about its customers.”
“I ordered a gooseneck from Sweetwater, as an extender for a mic stand. It didn’t fit properly. Sweetwater found the pieces I needed and answered all my questions from my email. Great customer service.”
“In my experience, their inspection process is almost worse than worthless. I say this because I recently received a poorly setup instrument from them that I had to pay a local luthier to sort out. Sweetwater's response was that a few duds are 'bound to slip through' and that they'd 'make it right next time' (i.e., on my next purchase.)
I have received poorly setup instruments before, but not that were obviously defective that I couldn't simply have replaced by the seller (either Musician's Friend or the manufacturer directly). In fact, Fender's Customer Support is so good, that I only by Fender items directly from them now.”
“Used to be the best place to buy gear. Excellent customer service, dedicated sales staff for you personally, etc. However, service had gone downhill a lot in the past couple of years. They love to talk about their hand inspections of instruments before they are shipped, as well as their extra year of warranty. Well it sounds good, until you have a problem. Then it is a hassle to get something fixed. Their inspections really don’t do anything. They make it sound like they set the instrument up properly, but they really do not. Other options out there with much better customer service.”
“Products came in good shape and fast with free shipping. Customer service was what sticks out though, I got a call a few days after an order and was thanked for using Sweetwater and asked if I have any questions about the products. This is the best website to order music products from by far.”
“Brain is amazing! They always take very good care of me. Best prices and fast and a bag of candy every order just to say thank you. Very good and honest people! I will never go anywhere else. Thanks again guys!”
“I strongly recommend that if your going to buy any instruments or accessories, do not buy them online. Buy them locally. When or if you do have any issues you can resolve them face to face. Odds are when you leave the store you have already kicked the tires and had any issues resolved and taken care of before you buy your product and depart. Another reason to buy locally, you are supporting your community.
As much as I liked Sweetwater, I have to say out of all of the stores I have purchased online they have failed on shipping several times. No replies back when you require attention. I have had no issues all my life with any other music store except Sweetwater. Believe me I have spent thousands in-store and online from all stores. I've been at this for 47 years. Consider my advice strongly.
When you buy online your now giving them the option to deal with your issues or not. When in person they have no choice! Believe me they'll want to resolve any problems and get you along your way. They need to make money!
My experience with Sweetwater shipping has been a failure 3 times out of 6 purchases online. No response back. I texted, I emailed, about the shipping. They never responded. They actually fixed my link in my app to track my shipping. How you ask? I could no longer check the status, so I had to go directly to Fed Ex to check on my status here out. That's how they resolved my issues. Instead of dealing with their carrier, it was easier to shut me out.
I am still waiting on my guitar after it has traveled 2192 miles. Sad part is we are only 188 3 miles apart, a 3 hour drive. A week later still waiting while Fed Ex continues their failure to deliver my package. But this is who Sweetwater uses as their carrier. Never had any issues with UPS or others.
Buy locally. Sweetwater has only 1 location? So you think they would have better shipping since majority of their business is online? Yet it's very evident that their business is so successful they really don't need yours. They aim for the career musicians, more money.
My local music supplier has been constantly calling me to buy, little annoying, but I now wished I would have drove 45 miles instead. The guitar I wanted and bought was also at my local dealer.
It's local for me now on.
3 strikes and your out. Sorry Sweetwater, I also don't need your business so its all good!
I gave this a 2 star because they did ship successfully 3 times out of 6 orders. It's 50/50 shipping with it comes to purchading from Sweetwater.
Also the question asked how long it took for a response. I picked over a week but actually they never have responded back. I guess once the product leaves their location, they are done with you?”
“Their professional staff takes the time to answer the most novice questions. Always competitive prices. Shipping is always free usually within a week or less. Always a great selection in all categories. I would never hesitate suggesting them to my music friends. Thank you for going the extra mile Jarod.
Eli White
Tamoa, FL.”
“My uncle told me he’s gotten 2 guitars from here that were great so I decided to buy one from them… I spent over $900 for a beautiful Alvarez. As soon as I got it and started playing it I noticed it sounded awful (it was buzzing and vibrating on the frets). Costumer service told me that the guitars don’t come setup and that I had to pay to get that done. I’ve spent over $200 on professionals to setup this guitar and it still sounds horrible.
I will never buy a guitar online again, only in stores!”
“I am a long time Sweetwater customer. We now live in Panama and Cam Curtis, our sales engineer, was instrumental in helping us find a flute mic and the gear to go with it. Because shipping to us here in Panama can be such a pain, it is imperative that anything we buy - from anyone - be beyond reproach or issue. Convenience, thoroughness and trust are key. Which is why we work with Sweetwater for the audio products we need (or just WANT as the case may be) and go through all the trouble of having it shipped to our forwarding service in Miami and then on to us. We have some great retailers here in Panama City. But we still buy from Sweetwater because they work hard, know their stuff, get it right the first time and we have never been disappointed. I used to work in the music industry and Sweetwater was the standard. Now that I am semi retired, for me and my wife, Sweetwater is STILL the standard. Muchas gracias, Cam. Eres muy amable!!!!!”
“Sweetwater offers these 24 month interest free credit cards on certain items, it's a big scam. The bank that they use for there credit cards (Synchrony Bank) just sent me a letter after making payments on time for the last 8 months, that they are going to start charging me a 2% fee and a 1.99 fee per-month for getting a paper statement. Do yourself a favor, don't buy anything from Sweetwater.”
“Brandon was informative and knowledgeable in helping me with my purchase. He sent me pictures of my guitar before shipping. I am so thrilled with my new guitar and I will definitely be a repeat customer.”
“When you place an order, you write them an email cause the items are in back ordered, they never respond. And when I cancelled it, they insist they want to ship it. After I wrote several messages/emails to their so called personal sales person for items if they are in-stock, they never ever returned my email!!! They spend so much money on ads, but their customer service is the worst ever!!!!! Will not think again to try buy from them.”
