“Every order I’ve placed for the last 2 1/2 years has been miserable. Wrong items being shipped, damaged items arriving with no damage to the original packaging. Bad recommendations through their so-called consultants that led to multiple multiple incorrect purchases.”
“They’ll tell you your gear will ship within a couple business days then you’ll
Find out it’s on order…try to contact them for status…GOOD LUCK getting them to speak with you….So here I am 30 days and several calls later still trying to find out where the gear I ordered is at…I had bought from previously and was provided good service…Must be new generation in now because it went from good to none service”
“I won't buy gear from anywhere else , great customer service, although they might not be the least expensive on somethings , my customer service rep calls me at least once a month to see if he can help me . Thanks Mike.”
“The first time I called for help, I was hung up on. Called back to try to speak with a supervisor, they hung up on me again. I've sent 4 emails and 3 more phone calls trying to speak to a supervisor. Horrible experience. They must spend all their time making commercials of customer service, instead of training their employees to provide it.
They don't even have the decency to return an email or call. won't recommend or purchase from ever again.”
“I want to give a recommendation to my Sweetwater representative Brandt Miller. Brandt thank you very much for the care and thoughtfulness that goes in to your customer service. Always a pleasure doing business with your Sweetwater rep Brandt Miller! Sincerely, RE Sanchez.”
“EZ pay is a joke. Not easy at all, and doesnt approve for even a 130 ukulele. I have had 1000's of dollars worth of purchases with zzounds and american musical with their EZ pay, and they have longer terms!!! Sales guy could have cared less, even said to use zzounds then.”
“This company charged me $579.99 erroneously. They then assured me it had been backed out, but they failed to follow through. Now the matter has gone to Synchony (credit card company) and I'm getting letters from a collections agency. Sweetwater has provided no help with this matter, and have made it my problem.”
“In a consumer world that thrives on customer service, Sweetwater still manages to stand head and shoulders above the rest. My latest experience is proof positive.
On March 2nd, I placed an order for a custom product from Mojo Tone that was expected to be fully subject to the manufacturer's 16 week delivery delay. What I didn't expect was that Matt, with Sweetwater, would check in regularly during the 4 month process with the intention of keeping me apprised of the production and delivery status as well as informed as to my options in case my needs or satifaction was in jeopardy. While one might assume this to be standard proceedure for a rare and/or expensive product, this was a ~$100 guitar pick-up; nothing that would deem a substantial stake by anyone other than myself and my personal appreciation for the product. Nonetheless, Matt checked in with me via text and voice message with a pleasant and extensive explanation regularly during the 4 month wait keeping me comfortable with the status of my order as well as confident that I had options if the need should arrise.
Interestingly enough, this is the kind of treatment I've grown to expect from Sweetwater regardless of the nature of my order. But this particular experience is proof to me that I am in good hands with Matt Subers and company. It is my sincere belief that the world of customer service can consider Sweetwater Sound to be the gold standard.”
“My husband is a drummer and wanted a new crash cymbal. I knew what brand to get but not much more than that. The cymbal I order was back ordered so I got a message from Victor to see if he could help me find something comparable. I called back and spoke with Eric. We'll let me tell you, customer service is alive and well at Sweetwater. Eric is a drummer and was so helpful, patient and understanding. He helped me find a perfect replacement that was in stock And made sure it arrived in time for my husband's birthday at no additional charge. My husband couldn't be happier with his new cymbal and praised Sweetwater for the awesome customer service! Thank you Sweetwater for your help making my husband's birthday a very happy birthday!”
“REALLY DESERVES ZERO STARS! I really can't say anything good about Sweetwater because the first guitar I ordered was lost by FedEx for a few weeks. I didn't receive my return right away because Sweetwater said "without the guitar, we can't give a return". So after waiting over a month and spending a lot of time on the phone with both Sweetwater and FedEx, I finally got my return, but was charged about 100 bucks for the return. After all that BS from FedEx and waiting over a month, Sweetwater still had the audacity to charge for the return.
Having no luck elsewhere locally, I waited about 6 months and recently made the mistake of ordering again from Sweetwater and FedEx has dropped the ball again with no resolution or status at this point in time... The guitar I ordered was last scanned in Indiana a few days ago and that's all FedEx can say... Just exactly like the first time I ordered from them. NO STATUS! I had to wait a few weeks to see if they even had the guitar, and I'm doing this all over again. Deju vu. Now I'll will be spending the next few days on the phone AGAIN with them and have my money tied up with them for weeks and can't go elsewhere until Sweetwater and FedEx can somehow sort their mess out. Meanwhile I'm out over 1000 bucks until then!
I don't understand why Sweetwater won't return the customer's money when it's their 3rd party associate who loses something. Sweetwater needs to change that policy. It is no way the customer's fault FedEx lost an order. That should be between Sweetwater and FedEx ONLY! Why is the customer penalized so harshly for FedEx's incompetence?! Your money is tied up with them for many weeks until they can sort out their mess and then will charge you a return fee on top of that.
Just absurd!
I gave you a second chance, Sweetwater. But just an exact duplication of the same incompetence is all I got!
Ridiculous!
-David C - Sincerely!”
“They are a bunch of liars They said they had my bass on stock and two days later they didn’t even ship it yet.
With that excuse of the 55 point inspection
If they don’t ship it right away that means they are going to ship it anytime soon
If you need to buy something and you need it right away, go somewhere else
For real avoid all this headaches”
“Best customer service ever, easy to order, products always in good condition, delivery on time and they even reward me with candies. Return policy outstanding. I will keep buying from them in the future.❤️❤️”
“I ordered drum heads. Two of the five I ordered came in warped. The sales representative said that they were going to replace one of them which they never did. He told me he spoke to his superiors and they said, "Yeah sometimes those heads look warped but they're not." I tried putting them on and tuning them and I can't. One side butts up right against the lugs which should never happen, while the opposite side is about 2" from the lugs. I was asked to send them pictures which I did within 10 minutes of the phone call. I never heard back. I could never get the sales representative on the phone again. I called a number designated to customer complaints and/or returning gear to get help. The girl on the phone sent me to another line and I left a detailed message. I never heard back from them either. So I'm out about $56 and have two drumheads that are complete garbage.
When the first drum head came in alone it was delivered in a box that look like it took a quarter of the Brazilian rainforest to create. Not only did these guys screw up by sending two garbage drum heads, but they are completely unconscious when it comes to what is happening to the trees on this planet. Who sends a box big enough to put a car tire in it for an 18-in drum head. There was enough plastic bubble wrap in there to choke 10,000 fish. Just gross!
I highly recommend that you avoid this company at all cost. They talk about caring about customer relations. I have found all that really means is every two months they call you and try to sell you something. Who does that? We will call you when we want to buy something. I honestly think this company is completely useless and it shows in the representatives that they hire.
Use a specialized store not a store that sells many instruments. You'll never get the professional attention and care you should from this company.”
