“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.”
“I’m a seventy year old Sweetwaterhead and have bought four GREAT guitars over the years from them with only two different sales associates in all those many years! They have given me the best sales and service that I have ever received in my musical journey and life. Let them help you fulfill your dreams too.”
“I had just placed a hefty order, and apparently when putting my shipping address I had a small typo, so I almost just threw hundreds of dollars down the drain. Luckily with big orders Sweetwater calls you and verifies that you ordered it and all the information, and the customer service person I was working with, Leah, helped me catch that typo. Huge.”
“Literally never buying from here again. I believed it to be reputable, but I take back that statement. I ordered a Kala Uke and that same night realized that it was not a concert uke (the one I actually wanted) and when I go to cancel order, my order doesn’t show up! I can’t cancel it. I can’t call because I ordered on a Saturday night and they’re closed, but the website says I have 24 hours to cancel, so I don’t freak out. The next day at 9 am on the dot I call, they tell me they shipped it out within an hour of me ordering. I tell him what I read and he tells me he doesn’t know what website I got that from. I ask if there is anything I can do, he says they can’t send it back and if I get a return, I’ll be paying for that because “we have to make money somehow” (yes, this guy literally said that) No grace period for a fault on THEIR website. It takes a week but it gets here. The ukulele breaks straight out of the box. I’m so over it. I call the store to see if I can get a return started, and some dude with a New York accent basically tells me yeah, but I’ll have to pay shipping (I’m cool with that at this point) and asks me if I wanna trade out with something else. I tell him that I was just gonna buy a used concert Uke from Goodwill for the same price, and he has the audacity to try and scare me off, saying I don’t know the quality I’ll get, I’m taking a risk buying it, unlike their stuff which is brand new. After informing him that the Ukulele broke right out of the box, he just said “yeah.” So no, I will not be ordering from Sweetwater again, and I’ll take my chances at Goodwill or even eBay before I ever return.”
“I don't know about the rest of you all,But my sweetwater Rep is the best.He answers the phone every time I call in less he's on vacation. We all need one once in a while. I can call to ask questions and he spends the time to help me out, and never makes me feel rushed. I was having issues with a Behringer xr 12. Tried to get ahold of Behringer. Better luck seeing God. So I called my rep. He told me no problem, I bought it from Sweetwater, They have certified Tec's that will take care of my issue's. Almost became a Behringer hater.
But as usual Sweetwater took care of everything. I don't know about other sales Reps but I've had the same one for years. And he's like family. The service I get from Sweetwater I couldn't put a price on.If you buy it there they take care of you. You don't have to spend hour trying to contact someone who makes it impossible. One call to Sweetwater solves your problems.
Thanks Jordan”
“They have THE BEST customer service you will ever find. Who else calls you after every purchase to see how you like the products? Delivery is quick. They have an extensive offering of products and services. The prices are great too. I've purchased almost all of my instruments and equipment from them for at least 5 or 6 years. I've never been disappointed.”
