Sweetwater

I've been dealing with Sweetwater for several years now and have been generally satisfied with their service, however two orders that I have placed within the last few days were originally" all items in stock", one actually "ready for shipment" but for some reason now both orders are" waiting for items". Either they lied by saying all items were in stock when I ordered the stuff or their shipping system does not work. They tell you it's going to ship in a few days but then they stall you out for an undetermined amount of time. My only real gripe is they won't answer the phone or return emails. Customer service is not all that good if they won't return your call. My experience with the 2-year free warranty was not good either. When some headphones I had broke I called about their 2-year warranty but they never responded. And their prices are somewhat higher than other places anyway. The price of one item I purchased went up 25% in less than a month. I doubt I'll ever order anything from them again. I think they're heading the way of Walmart possibly, downhill.
Update: January 7th
I feel that I was somewhat hasty in making my judgment of what caused the change in the status of my orders. Perhaps they had a logistical problem. It could have of course been a computer glitch or a bookkeeping error. Whatever the case, there is no real excuse for not informing a customer of a change in the status of their order once the customer has placed the order and seen that all items are in stock and that the order is ready to ship. After all it is an automated system so it should automatically inform the customer of the change and give the customer the option to drop the backordered items or to back order them but in any case have the items that they have on hand shipped immediately. I am a working musician, when I order something I need it now. I can understand mistakes or other problems but not talking to the customer is unforgivable. I was a general sales manager in the Chicago area a number of years ago and my job was to ENGINEER logistical solutions to provide my customers with the products they wanted when they wanted them. Guys, you have an automated system so let's make it work to keep the customer happy.

I am a professional filmmaker/audio engineer and hobbyist musician… I respect the knowledge of Sweetwater's employees and appreciate that my orders are always looked after by the same individual (Grant Vitek), but I especially love their service. I ordered a product on Friday and it arrived 3 days later! Exceptional service! Thanks.

I just needed a harmonica for my son. Not only was the price totally comparable to amazon and brick-and-mortar stores, but a sales rep reached out to me via text and telephone to check if I had any questions or needed additional information. I did not, because the website was clear and easy to use. I was overall very impressed with the friendliness and ease of this shopping experience. My son was thrilled with the small bag of candy in the shipping box, also! I will remember this experience for my next musical purchase. Thank you, Sweetwater!

I've only just begun working with Sweetwater. I've placed one order for headphones and two others for small items. Each order is treated like it's a big money order. After the first order shipped, my sales engineer, Jason called to let me know it had shipped. The package came with a brochure thanking me for my order and telling me about Sweetwater. To my surprise, there was a little bag of candy with a thank you printed on the bag, It's little things like this that tell you they care about their customers!

I got provided a quote, in which 15% was knocked off the price, however closer inspection revealed that the sales rep, jacked the retail price up before doing so, essentially negating the savings, bit of a sly trick. Will not trust Sweetwater again. Check your quotes thoroughly before signing off on them

Competitive pricing but customer service that blows everyone away and it is not even close! They also get things out quick. I live just one state away and usually receive things the following day. You can't beat that.

They also care about their customer. I thought I had already ordered a Christmas gift for my stepson and had not, so four days before Christmas, on a Thursday, they overnighted the item I needed and helped me out big time. Saved Christmas! They also called to check in when my package got delivered to the wrong address and I was panicing trying to figure out where it was. They go above and beyond!

I am blown away with sweetwater! I got a $10 part to fix a cable I had no idea it pretty much comes with a specialist! I can't believe it that now I have a number I can call or text for any help I might need I got Greag and he is awesome! Very helpful. I really am blown away with sweetwater. My sister needed some wireless mics and I insisted she use sweetwater and usually I don't like giving out my info but for her I told her to do so as so far that's my favorite part of this company. It's well beyond customer service you get an actual trained specialist! Everything about sweetwater is 5 stars!

The first time I called sweetwater for help, I was hung up on in the middle of my sentence. Called again. Nobody picked up. I finally get thru and ask for a supervisor hung up on.again. 4 emails and 5 phone calls later and no response. This from a company who promotes their 24 hour award winning customer service.
I'm done with them. And that personal associate to help you they offer, I never spoke or heard from anyone there the whole time I was a customer. Must just be more "advertising" from a company that doesn't deserve your business/

Purchased a PRS from sweetwater and was assisted JD Shamoun, who is exceptional. I deal with a lot of sales people through my vendors, he has a drive and passion for sweetwater and the music industry that is seldom seen, and is very personable, which can't be taught. Absolute Rockstar. Subject matter expert on all the products I asked him about, you could tell he has actually used the gear as opposed to reading a spec sheet.

I spent 3,200 dollars on a Martin D-28. There are issues with the top of this guitar. This guitar was suggested to me by the sales person, there were four to choose from. After I realized that the top had a wave spot in the wood and a possible area near the neck where the wood grain will spilt over time, they pretty much told me good luck it's wood deal with it. There sales pitch about the customer being happy with there purchase is a bunch of bull. They don't stand by what they sell. You may be getting a little money off on the guitar, but there receiving sub-par guitars from the manufacturer. Do your self a favor and go to the guitar store, look and handle the guitar in person to make sure it's perfect. Don't buy online and don't use Sweetwater...

Look sweetwater offers great products but this is about customer service. I was so pleased after placing my order because of how quick Nick Blough was to offer any assistance when needed. I have had issues with my Boss VE-20 vocal pedal, so I reached out to Nick. His response "you can just buy a new pedal." I laughed at first but this sort of response needs attention. Help out us independent artists spending hard earned money

Just sick and insane. This kit can do anything you want. The sound is unreal. I can know play may different styles with very few tuning changes.

I have a collection of guitars and amps, some of which came from Sweetwater including a Les Paul Standard and Mesa Boogie Mark 5:25. My latest purchase is a PRS Paul's Guitar SE and it's a great guitar which I will keep. However, it made it through PRS and Sweetwater quality control with the intonation way out of adjustment and cost me an extra $40 to have set correctly. The adjustment set screws were loose indicating they had never been touched. Hope they can improve this.

I just want to call out one particularly incredible Sales Engineer, Jayden Brown! He recently helped me through some research I had been doing on new equipment and really built my confidence I was putting together exactly what I need. He then even went beyond that to share several online resources to get even more out of my gear. He took the time to listen, really evaluate what I need, and make recommendations towards future additions I might find value in without being pushy. This is my first interaction and purchase from Sweet Water and because of Jayden, I'll be doing a lot more business with them. Bottom line, if you need anything in the audio, visual, or musical production arenas, Sweet Water will have what you need and if you call Jayden, you will get top notch expertise and service! Jayden's work line at Sweet Water is *******176 if you want to get directly to this top notch professional.

I'd like to take time out to thank Sweetwater Sound for helping me develop my Studio Atlas North Studios here in Cleveland Ohio. Such a Beautiful State. James Masterson is my sales person - I would like to recognize him for his professionalism. He has a great understanding of Technical applications which determine the best tools for any given situation. His knowledge of equipment is critical and calculated with regards to consumer needs. I hope all of you Musicians can meet Him. I've known him for several years and he is my first go-to in the ever expanding criteria of building a on going studio... call James Masterson

Purchased a new snark clip-on guitar tuner. Not only was the price better than most but it arrived very quickly. Within an hour of the item arriving, my sales rep called me to make sure that I received the product and it was in good working order. Making sure that I was satisfied with my purchase, he also asked me if there was anything else that he could do for me at this time. What more could you possibly ask for from a company! Thank you very much and keep up the incredible work!

Spent close to $5000 dollars with this company just under a year ago. I had issues with some of the drum components immediately. Reached out on many occasions to get the problems resolved. Troy Davis was my rep. They made a few feeble attempts at resolving my issues and when that didn't work they just stopped responding. I was so frustrated by this that I have not used the set in almost a year. When I realized that I was on my own I finally started to try and fix the stuff myself because I just want to play. The hi-hat cymbal doesn't work. The bell on the ride doesn't work. Be careful with large purchases with this company cause if it's bad product, you are screwed. Just my experience. To each his own. Good luck.

I recently bought a Fender Champion practice amp. It is a great little practice amp! What I like best is having my own advisor, Jason, who is very knowledgeble. He patiently answers all my questions even when they are detailed about a product like strings. Sure you can buy the same products elsewhere but the Sweetwater staff cares and can advise you when you ask.

I purchased a set of two studio monitor stands. One of the stands arrived with a broken knob. I contacted Sweetwater and they immediately shipped me a new set and did not require me to return the original set. The second set was packed carefully with bubble wrap and had expedited shipping. Awesome company!

I recently picked up the Beacn Mix Create from Sweetwater. Received texts and a phone call confirming the orders status and a number I could call with any questions. At first was a bit suspicious since I got a call and text on a Sunday but the package arrived within a couple days with a card and little gift package of candy with it lol. Sad to say that a personal touch like that is cause for suspicion but I couldn't be happier both with the product and the service! I wanted to go out of my way to make sure I gave kudos and didn't just silently enjoy good business like this. Thanks a ton guys!

I bought some strings from Sweetwater on a internet search and was amazed tha tI had a voice mail and a text from Craig my assigned sales rep. Thanking me for my order! Since then I have ordered several things with the same as the first ( call and text), each time it was shipped fast, packed great and was just as described. If you want a company that values their customers and goes the extra mile to make it pleasant purchase Sweetwater is the one for you!

Was told a few time my purchase would be to me at a certain date.But both times not even close.There shipping sucks.

Every order from Sweetwater includes a small packet of candy which I find to be a nice little touch that says a lot to me. It says a lot because even though I'm not ordering hundreds or even thousands of dollars worth of equipment they still include that little packet of candy. That little touch along with their #1 customer service including follow ups on every order no matter how small all say that I'm a valued customer. It is for these very reason why I continue to order from Sweetwater!