SweetwaterReviews 1,199

When the other two guitar shops that I contacted either just wanted to sell out of inventory or were not interested in processing a custom order request my Sales Tech (Adam Hunter)@ Sweetwater Music "got the job done". Sweetwater should have been my first call and not last. It won't happen again!

A stunning acoustic guitar was ordered from the Martin Custom Shop to honor the memory of my Mom who passed away August one year ago.

Also, the relationship that my wife and I have established with Adam@ Sweetwater over the past few years is greatly appreciated.

Prompt, friendly, and customer service went above and beyond in fixing the mistake I made in my order.

Last week today being 9-24-2023, I bought a Martin Shawn Mendez guitar $800.00. That expensive but I bought it to sit in my recliner an play not having to fight with a bigger guitar for comfort. I received the guitar in good time, opened it sat down kinda looked it over then hit an E chord. Then it happened! My hand was cut! Not just a little but enough for a bandaid after waiting for it to stop bleeding. Looking to see what happened I noticed the nut stuck way out over the fret board a the ends of the nut were sharp as a tack! You know how Sweetwater says they do this 55 point inspection on every guitar on & on? Don't you believe it! I waited around couple days an thought I'm going to get in touch with Sweetwater tell them what happened & maybe they'll fix it for me without me having to pay someone else. You know that two year extra warranty they say comes with products free of charge? Don't you believe that either! No wonder it's free, they don't honor it! Again all lies! I emailed someone there at Sweetwater relating my case an some guy got back with me pretty much right away saying how he agreed with me saying someone is not doing their job etc. He also said he was going to make this right. How? I didn't know an he didn't say. Well folks, that's as far as it went! Never heard nothing more. So, I contacted second in charge of Sweetwater. He too agreed with me on the situation but, what did he do? Instead of looking into it himself he passed the buck to some other guy I never heard of saying this guy would absolutely take care of the situation etc! People, don't you all believe it for one second! Another lie! And still to this day I've heard nothing! I've done business with Sweetwater for years spending thousands of dollars an then they treat me like this. Guys, your only as good to Sweetwater as the last dollar you spent with them period! They care nothing for or about you your music on & on! I know how they advertise an have people how good they are how knowledge they are etc., but understand these are selected people for that purpose and the other reviews that say good things about etc., and there are many, here's the question, did they ever have a situation like mine? Did they ever return anything? You all know what mean! Well, the bottom line is you can not trust or believe in Sweetwater! In my opinion the heart of their business, their no good they lie & lie and it's not just one person, it appears many of'em lie! The heart of their business is black and it goes all the to the top! So, said all that to say this. You have a 50/50 chance of coming out ok when doing business with Sweetwater. Not the best of odds. I submit to you all, inter at your own risk!? Thank you!

Sweetwater has been my go-to for drums and gear for years now. Excellent selection and top notch service! Their agents and engineers are extremely knowledgeable and the service is above and beyond. Their lead drum salesman/engineers are very personable and always reach out after making a purchase, no matter how big or small. Their prices can't be beat, their selection and inventory is seemingly endless, and they offer fair, low cost payment plans with 0% APR. If you're a professional and have a higher budget, they even have their own credit card for "big money" purchases. The shipping is always free, no matter how much you spend. I could go on and on about how great this establishment is, but I've made my point. Sweetwater is simply THE BEST! My most recent purchase was just last week (Sept 12), a 14x6.5" Tama Starclassic maple/birch snare and a DW boom stand. Jason, their lead drumming engineer/sales agent was incredibly helpful in getting me approved for their zero interest monthly payment plan. Text, phone calls, emails, fax, Morse code - you name it - he will accommodate you and get you hooked up with exactly what you need. My buddy who plays guitar for our band gets his gear from Sweetwater too and he has nothing but good things to say about their guitar specialist (forgive me for forgetting his name). I could order from another company that's closer to home and get things delivered within a day of purchase with free shipping but I'm loyal to my friends at Sweetwater. They have been crucial in my drumming ventures and always have my back to make sure I get what I need. Keeps me coming back for more! Customer for life right here!

I have always had good experiences with Sweetwater. I rather buy from then than Amazon. Their support is great. However, I bought a new drum set and it came with a defective tom mount. Cannot be used without that part. I have talk to a few and they seem to pass the ball round. Today a week later I still do not have the part. Had to invent a mount to do a gig and it's embarrasing when I bought something good. When it comes to returns Amazon is better too bad. Sweetwater should step up to returns and fixes.

My friends and I love to go "guitar store" hopping whenever we get the chance. I've taken my grandsons along at times. Some of our favorites have been the big box stores which also sell online so it came natural for me to order from their website.

One of these friends said he had an amazing experience with Sweetwater. Because if it, he said he would never shop elsewhere. I had to see for myself 'cause I thought, "I can't be that good." Well, I was wrong. It can and it is, at least for my small purchase. I bought less than $200 worth of accessories: strings, tuner, capo, stuff like that.

Sweetwater assigned me my own personal sales rep. The guy kept emailing and such to make sure I was finding what I needed even before I ordered. I'm not talking about sales pressure. It was friendly, really, just being helpful like stores used to do back when I was a kid 60 years ago. Well, after I placed my order I thought, "That'll be the end of this guy."

Nope, he kept it up, even called me on the phone then texted to let me know when my order would arrive and to tell me to contact him if I had any questions or problems. I have to admit the level of service was kind of shocking in today's world. I will trade with these people again. If for nothing else, they send a bag of candy with each order. LOL!

I purchased my first bass, small amp, mic….second bass, and recently my third bass from Sweetwater.
Their products are great. They are as described.
The customer service is excellent. People are knowledgeable, never pushy, If you leave a message, they return it promptly. I've called several times with questions and I get honest answers.
The shipping is prompt and products arrive in excellent shape.
Highly recommend. One of the few big, well run, honest companies around.

I highly recommend Sweetwater for all your Musical and Electronic purchasing needs. They truly stand behind their Customer Service for their customers. Not only do they have a huge selection to choose from, but they also Educate you on the products they offer. I learned a lot through their videos, which helps me pick the right products for my personal needs.

I am a professional musician have been Buying my equipment from Sweetwater for a few years now (sound systems, keyboards, processing, brass instruments, etc.) and I am always impressed by the customer service. I recently place an order around 3:00 AM and at 9:00 AM I received a call from my rep thanking me for the order. I regularly receive calls from my rep just checking in - no pressure - just great customer service! Pricing is as good or or better than the competition, shipping is free and prompt. I have good national music stores right down the street but I choose to do business with Sweetwater unless I need a patch cord or something today. Hands down, the best! Go online and check out their facility in Fort Wayne. It's amazing!
Kudos!

Unprofessional Sales Engineer named Levi laughed at me several times.

I ordered my drum kit 5 days ago. I called today and was told my kit is 3 months + out to be delivered. I asked why this kit was for sale online if it was not in stock. I was told by Levi that many products sold by sweet water are not in stock, this forces customers to be forced to an up sell.
I asked to cancel my order if sweet water was not able to offer any sort of discount, anything. Sweet water is a bait & switch company, and Levi terrible!

Levi needs sales & customer service training.

***Update on the review- The item I purchased still shows for sale on the website. They said 3 months out, then told me No ETA.2

This item is still for sale 5 days after I purchased it. Roland V-Drums TD-07KVX
After they said it is out of stock and the manufacturer has no eta. This is an
Unethical tactic, and they need to be exposed.

Company that does this cannot be trusted, they are ripping off consumers by telling them their item are months out, this is forcing them to buy a more expensive instrument. They are trying to convince consumers to purchase a more expense product.

This needs to be investigated. How many orders are received, compared to how many of those
Orders are completely out of stock? How many of those orders end up spending more than the items they originally purchased?

Ordered off their website and they cancelled my order with an excuse that the product was sold out. They had the same product listed on four different websites. The product was listed for sale by Sweetwater Sound on EBay, Reverb, Amazon, and their home website. The product was in stock on every website. I ordered it at 6am/9am Eastern and they approved the transaction. Two hours later they cancel the order after they charged my credit card. I've ordered from Sweetwater before and this is trash customer service from them. I got a crappy "sorry, have a nice day" email with my cancelled order email. Sweetwater really dropped the ball on this one and I told the customer service rep I'd make a bad review for the crappy service and here it is. Well deserved.

I order quite regularly from Sweetwater being a musician and a filmmaker. And I can say with happiness no one cares about you like sweetwater... They always deliver on time package everything with care and with follow-up phone calls... I just have one complaint what's with the 2 lb of candy you send me every time I get an order haha you're blowing my diet... Jk... Thank you Sweetwater

From the moment I first contacted Sweetwater, I met sincere friendliness, and eagerness to help. Even, when I had to return what I bought, Digital Piano, they helped me to get the least expensive way for shipping.
I really was grateful.

The information in Internet is confused. If you buy software they hidden important app formation so I can't use it and of course they don't give your money back. The only reason that I gave them 2 stars is because they have a good post sale service, and he tried to resolve my problem, but the only way is pay for another program. In the end of the day is best lost the money and never buy nothing to them again.

This is THE place to shop for all your musical needs. Customer service is 2nd to none. The store is amazing, the website is easy to navigate & order & their shipping is fast with very well packaged orders. You cannot go wrong! Give them your business & you will never regret it!

Bought my first 5 string from Sweetwater. Set up great enjoy it. Also went out on a limb and picked up a 6 string guitar. World's worst guitar player. Had not owned one in decades. Great case recommendations! BTY, the guitar was a HH Squire Telecaster, NEVER BE SCARED of that name. Better than many high dollar instruments. The set up was good. No fret buzz. For the cost unless your a collector why buy more? (GAS is the leading cause of divorce) With the Spark amp,the larger one,you can get lost for hours. Surprised how good the core sound is and the way it handles bass. If you detune your low B do not come looking for me. My Sales Eng. Is great. No,I do not want to share. Best online company I have ever worked with. Amazon is not as good and I have been a Prime Member for 20+ years. I also have 30 years retail music experience, including repair. I trust them. Never worked for them. Just enjoying retirement in Florida. Sorry no pictures. Do not want Condo robbers.

Vern@ sweetwater reached out when order was first placed. There was an issue with the delivery of the pedal and pedal was returned. Vern reached out again to see if I still needed item. Reshipped package with quick delivery and even included some sweet treats (candy). Awesome experience from start to finish. I will buy everything else needed from here

I ordered a new top of the line mic and there was a misunderstanding with the "bonus bucks" they quickly resolved the issue and kept a happy customer.

I ordered from them for the first time after buying music equipment at stores for 20 years. I was able to test drive my guitar in store because someone happened to have it that worked there. LTD Arrow 1000. Ordered if from that store, said it was in stock. Waited 2 weeks. Said it was 6 months on back ordered. Ordered another Arrow different color. Was told it was in stock. It wasn't. Wasted another 2 weeks. So I ventured out and gave Sweetwater a chance. For the exact same price, delivery timeline, no delivery charge I was able to get it within 8 business days. FedEx did their best to screw that up and lost it 3 times. They can send stuff via UPS. You should request that. I now have my account on UPS only for future purchases. I got a phone call after I did my online order. They confirmed they actually had it unlike some other guitar store that can't keep track of their inventory. Sent pictures. The inner box was filled with foam and bubble wrap. Guitar played great. Was almost in perfect standard tuning for a six string when I tested it out.

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.