• Sweetwater

2024 SITEJABBER AWARD

Sweetwater

Overview

Sweetwater has a rating of 4.29 stars from 1,182 reviews, indicating that most customers are generally satisfied with their purchases. Reviewers satisfied with Sweetwater most frequently mention customer service, sales rep, and free shipping. Sweetwater ranks 1st among Music Equipment sites.

  • Service
    342
  • Value
    335
  • Shipping
    331
  • Returns
    172
  • Quality
    322

This company responds to reviews on average within 3 days

Positive reviews (last 12 months): 75.5%
Positive
77
Neutral
2
Negative
23
181
See all photos

What reviewers want you to know

Positive highlights

  • I would highly recommend Peter as your sales rep. For Sweetwater items.
  • Buying music gear is fun, and Sweetwater makes the experience even better.
  • 2024 Customer Choice Winner

Critical highlights

  • Customer service is not all that good if they won't return your call.
  • Well, the sales engineer sent the pedal to the wrong address!
  • I would rather go to Guitar Center or some other Big Box store (Which is what they have turned into) IT IS THEIR LOSS.
How would you rate Sweetwater?
Top Positive Review

“Excellent oreder processing with free shipping.”

Timothy Y.
2/13/24

I haven't bought instruments or amplifiers from Sweetwater but I've gotten just about everything else there. They always deliver on time as promised, have free shipping and offer a good return policy which makes shopping with them fearless. Thankfully I've never needed to return anything. Oh yeah, the old fashioned candy in your package is a nice touch.

Top Critical Review

“Bad customer service”

L V.
2/15/24

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

Reviews (1,182)

Rating

Timeframe

Other

Reviews that mention popular keywords

sales rep (65) customer service (406) sales engineer (114) guitar center (37) music gear (49) music store (40)
Thumbnail of user timothyy163
2 reviews
0 helpful votes
February 13th, 2024

I haven't bought instruments or amplifiers from Sweetwater but I've gotten just about everything else there. They always deliver on time as promised, have free shipping and offer a good return policy which makes shopping with them fearless. Thankfully I've never needed to return anything. Oh yeah, the old fashioned candy in your package is a nice touch.

Products used:
Bass strings, cables, mics, instrument tools and cleaning supplies, mic stands and more.

Service
Thumbnail of user larryf821
1 review
0 helpful votes
January 3rd, 2024

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.

Tip for consumers:
Their sales engineers are actually just salesman

Products used:
Microphones and sound equipment drums and symbols

Thumbnail of user steved158
CustomerExperience .. – Sweetwater Rep

Larry- Thank you for taking the time to leave a review. I am sorry to hear that your most recent experiences with us have been less than satisfactory. I would love to be able to dig in to the issues and try to help resolve. Please email me directly at Alisha_hall@sweetwater.com

Thumbnail of user lesm132
1 review
0 helpful votes
January 22nd, 2024

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.

Tip for consumers:
Love the personalized service!!

Products used:
Most recently a set of reference monitor stands which I love.

Service
Value
Shipping
Quality
Thumbnail of user margoh79
1 review
0 helpful votes
March 25th, 2024

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!

Service
Value
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Quality
Thumbnail of user jennij37
1 review
0 helpful votes
February 21st, 2024

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!

Products used:
Behringer Studio Monitoring Headphones

Service
Value
Shipping
Quality
Thumbnail of user xoatesy
1 review
0 helpful votes
March 20th, 2024

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

Tip for consumers:
Check your quotes

Products used:
Used musiciansfriend and found a more honest sales rep

Service
Value
Thumbnail of user jamesf4314
1 review
0 helpful votes
January 11th, 2024

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!

Products used:
DJ Backpack

Service
Value
Shipping
Quality
Thumbnail of user georget1395
2 reviews
0 helpful votes
January 9th, 2024

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!

Tip for consumers:
nothing! I stumbled on this sight and am so glad I did!!

Products used:
jbl wireless mics and speakon connector (male)

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Value
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Thumbnail of user jayb1486
1 review
1 helpful vote
December 3rd, 2023

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/

Thumbnail of user steved158
CustomerExperience .. – Sweetwater Rep

Jay - thanks for your note and I'm very sorry for the poor experience. That is really not acceptable. I would love to dig in deeper, so please email me at justin_dunbar@sweetwater.com and I'll do what I can to help turn things around!

Thumbnail of user joshh636
1 review
0 helpful votes
January 10th, 2024

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.

Products used:
PRS CE 24 DW Guitar

Service
Value
Shipping
Returns
Quality
Thumbnail of user jackf879
1 review
0 helpful votes
January 30th, 2024

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...

Tip for consumers:
Don't shop at Sweetwater..............

Products used:
Martin D-28 Guitar

Service
Value
Shipping
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Thumbnail of user steved158
CustomerExperience .. – Sweetwater Rep

Jack - Thank you for taking the time to leave a review. I hate to hear that you didn't have a get experience with us and I would like to the opportunity to dig into this and see how we can make this right for you. Please email me directly at Justin_dunbar@sweetwater.com

Thumbnail of user lv98
1 review
0 helpful votes
February 15th, 2024

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

Service
Value
Shipping
Quality
Thumbnail of user steved158
CustomerExperience .. – Sweetwater Rep

I am sorry to hear about your most recent experience and would like to make this right. Please email me directly so I can dig into this, Alisha_hall@sweetwater.com

Thumbnail of user mcweld55
1 review
0 helpful votes
April 10th, 2024
• Updated review

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.

Products used:
Really smoking drum kit

Service
Value
Shipping
Quality
My new drums
April 2nd, 2024
• Previous review

Brady hooked this old man up with the best sounding most responsive kit I've ever played. Brady built this kit to my playing style and the music I love. If you truly want the total package, and your a drummer call this at Sweetwater and enjoy.

Service
Value
Shipping
Quality
Thumbnail of user barryd14
5 reviews
6 helpful votes
November 30th, 2022
Verified purchase

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.

Tip for consumers:
You may have to do additional work to get a proper setup on guitars. The 55 point inspection doesn't always catch critical adjustments like intonation.

Products used:
PRS Pauls Guitar, Gibson Les Paul Standard, Mesa Boogie Mark 5:25 and others

Service
Value
Shipping
Returns
Quality
Thumbnail of user jasonv877
1 review
0 helpful votes
January 12th, 2024

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.

Products used:
Drum machine, software, online resources

Service
Value
Shipping
Quality
Thumbnail of user patrickh689
4 reviews
0 helpful votes
March 22nd, 2024
• Updated review

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

Tip for consumers:
James Masterson my sales guide .. the Best !! Atlas North Studios Cleveland Ohio

Products used:
Ominsphere Pro tools subscritpion update and East West Ochestra

Service
Value
Shipping
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Quality
Superior Sales, Techincal Staff at Sweetwater
June 18th, 2023
• Previous review

This is Dr. Patrick Hillegas P.h.D. A.K.A. ARIISS IZJGUS Ive been a customer for many Years and would like to give a Special Thanks To James Masterson along with the Tech help Desk for Pro tools and Rode Caster Pro 2 ------ I cannot say enough for the great customer service and commitment to excellence provided by Sweetwater Sound - I personally have a Triple five star Review Company and know the level of commitment needed to satisfy customers - It is a Lost Art and the Corner Stone of sustainability; the ability to service others with optimal efficiency and care - Sweetwater sets the bar for excellence. Thank You Atlas North Studios

Products used:
THE BEST SERVICE

Service
Value
Shipping
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Thumbnail of user timg1073
1 review
0 helpful votes
December 28th, 2023

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!

Products used:
Snark clip-on guitar tuner

Service
Value
Shipping
Quality
Thumbnail of user johne2956
1 review
3 helpful votes
November 3rd, 2023

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.

Tip for consumers:
Extreme disappointment in the overall experience.

Products used:
Alesis drums and assorted other products

Service
Value
Shipping
Returns
Quality
Thumbnail of user steved158
CustomerExperience .. – Sweetwater Rep

John- I appreciate you taking the time to leave a review. I am sorry to hear that your drum purchase had complications. I would love the opportunity to be able to dig into this. Please email me directly at alisha_hall@sweetwater.com. Thanks!

Thumbnail of user clarenceb207
1 review
0 helpful votes
February 16th, 2024

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.

Products used:
Fender Champion 20 amp, guitar cord, and Hohner Crossover harmonica.

Thumbnail of user theketchumstheketchums
1 review
0 helpful votes
February 20th, 2024

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!

Service
Value
Shipping
Returns
Quality
Thumbnail of user loganr296
1 review
0 helpful votes
February 19th, 2024

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!

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Value
Shipping
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Thumbnail of user darrint40
1 review
0 helpful votes
December 12th, 2023

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!

Service
Value
Shipping
Quality
Thumbnail of user bradb915
1 review
0 helpful votes
March 18th, 2024

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

Tip for consumers:
If your in a hurry don’t use this company

Products used:
Drums

Service
Value
Shipping
Returns
Quality
Thumbnail of user steved158
CustomerExperience .. – Sweetwater Rep

Brad- I hate to hear that your gear did not show up on time, please reach out to me directly to see how we can make this right for you. Justin_dunbar@sweetwater.com

Thumbnail of user johnw2464
1 review
0 helpful votes
March 13th, 2020

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!

Thumbnail of user joep1920
1 review
0 helpful votes
March 27th, 2024

My review is based on the following story. I started making ukulele's after a trip to Hawai'i years ago. I never played but enjoyed working the wood and giving them out as gifts (concert ukes). Back in October I started to learn how to play the concert ukulele that I got as a gift. It sounded different than the ones I made. Long story short; I am a recreation therapist at a nursing home and I play light tunes during my men's group on the memory unit. Never got much response until a month ago when I purchased a Luna Tenor Ukulele and a Baritone ukulele. Both seem to spark a positive response. But the Baritone really gets the conversation going. That stated, both instruments have a very smooth tone, comfortable neck fit for reaching the frets smoothly and for me; a real comfortable feel overall. I love these models and Sweetwater service. Excellent team, communicative and genuine concern. Top notch outfit that I'll use again. Thanks Sweetwater!

Tip for consumers:
Easy to use web site

Products used:
Ukulele

Service
Value
Shipping
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Quality

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From the business

Sprawling megastore featuring high-quality musical instruments & studio recording gear.

Business History

How do you go from a portable 4-track recording rig in a Volkswagon bus to being the nation's leading retailer of professional recording and music equipment?

Chuck founded Sweetwater as a recording studio in Fort Wayne in 1979. The business was first located in his home on Getz Road, then moved to a subsequent home on Bass Road. Initially the fledgling company focused on providing recording services to local and national artists and businesses.

Two things prompted the leap from recording studio to music retailer. The first was Chuck's frustration with being unable to find a reliable, knowledgeable music technology retailer. Prices were outrageous, and after-sale technical service and support for the sophisticated electronics he used in his studio were non-existent.

Then, in the early 1980s, the revolutionary Kurzweil K250 appeared. This groundbreaking keyboard gave musicians and composers access to realistic orchestral and other sounds, opening new possibilities for music composition and performance. Chuck created his own sound library for the keyboard, and quickly gained a national reputation as an expert at programming the instrument. Renowned musicians such as Stevie Wonder, Kenny Rogers, and other top names began consulting with Chuck, purchasing K250 factory options and upgrades through him. Recognizing the industry's need for a new, dependable, customer-oriented approach to the musical instrument and professional audio sales channel, Sweetwater became a Kurzweil dealer to fulfill these requests.

As Chuck's expertise became known and the industry grew more sophisticated, those original K250 customers returned again and again for product advice. The company began representing more product lines, and rapidly developed and implemented its unique philosophy of relationship-based selling — treating customers as friends —and unmatched pre- and post-sale customer service.

Sweetwater's primary emphasis quickly shifted from recording studio to music retailer. A new building was constructed on Bass Road and was expanded four times to keep up with the skyrocketing growth of the company. But even that wasn't enough, as the company quickly grew to nearly 220 employees. In late 2005, Sweetwater began the process of moving to their new headquarters, located at the intersection of Kroemer Road and U.S. Highway 30. The location's 38,000-square-foot building will be expanded to a total of 150,000 square feet with the addition of a 40,0000-square-foot state-of-the-art distribution center, a rich-media auditorium and recording studios designed by world-renowned acoustician and studio designer Russ Berger, and a technical training center on a 44-acre property that will allow plenty of room for Sweetwater's massive projected growth: 175 additional full-time employees and $150 million in annual sales by 2009, and $180 million in annual sales and 450 total employees by 2010. Most recently, $1 billion is annual sales and over 2000 employees by 2020.

Today, Sweetwater is recognized as one of the most successful and fastest-growing music retailers in the nation. The company has been named to Inc. magazine's list of the 500 fastest-growing private companies three years in a row, and has received the Music Inc. magazine REX Award for excellence in retailing.

Company Representative

Thumbnail of user steved158
CustomerExperience ..
Typically responds within 3 days

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