Reviews

These guys are beyond exceptional. They go out of their way to make sure that you are happy with your purchase and all your questions are answered. They assign you a personal representative when you make an online purchase so you have a point of contact for any questions or issues. Plus they ship a little bag of candy with your item. What more could you want?

Watch out fellow consumers are you will be paying for new merchandise and instead get used merchandise for the price of new merchandise. I bought my son a guitar rack and when it arrived it looked like something you would buy at a garage sale!!! IT was filthy and covered in scratches. I was very disappointed. It seems as if they were trying to pass off used merchandise as new because the box was open and there was no packaging. It is shameful that a company would scam consumers in this way!! They were probably hoping I would not complain. Buyer beware maybe we should require companies to send a letter verifying merchandise purchased is not used. I am hoping I will see a partial refund on my credit card bill. I would return it but this is all my son received for Christmas and I hate to take it from him. I will never shop here again.

I had a recent issue with a return. It was received at their hq in ******* and signed off by fed ex. Since 9.14 they have no personal that can check in a package and authorize a refund. Its been a terrible experience all week. Unable to retrieve my money thru a Pay-pal transaction. If I refuse a package and dont want it, then its going back to the seller. If I dont have to wait for a return label its my decision and going back to sweet water . Unfortunately I disputed the transaction. This should not take days to process? So lets resolve the issue, refund me and move on.? I cant get a straight answer, on the time frame on when that may happen.Ridiculous!

I discontinued business with Sweetwater because their customer service was not sweet to me. I made a special order on 3 Lp Road Ready Conga Cases, ***** dollar order and assumed that I would get bonus bucks for the order.Please read the fine print on the Sweetwater order page before you make an order with them , it may not be the best deal!!After the order was placed, I asked about the bonus bucks. The employees rudely replied that I would not get any bonus bucks and the order cannot be cancelled.I do recommend Musicians Friends,just recently I special ordered cymbals with them and received 8% in points.The little bag of candy that Sweetwater puts in the order does not take the place of bonus bucks or points!!!I also posted this review on Sweetwater music , I was blocked from their ******** page.VERY POOR CUSTOMER SERVICE!

I have had many orders done well from sweetwater and was under the impression that this company had good customer service, i was completely wrong. The first time i ever had an issue with my order i was quickly connected to my sweetwater sales agent ****, who firmly told me that "their profit margins were so thin" on my $175 order, that they wouldn't be willing to put in a $30 snare wire instead of the $20 one that was out of stock, which their website still allowed me to order. He continually stressed that he would be able to help out if they were making more money off of me. For a company that literally calls and texts you multiple times every time you place an order and sends candy in every box this is completely ridiculous. If you don't want to provide anything for the customer when you're in the wrong then why blow up my phone in the first place? There are no good large retailers for musical equipment and sweetwater is no exception.

Product was sent out defective. Also, ****** at Sweetwater charged me $20.00 to return the defective merchandise. Unbelievable! No amount of stale candy can make up for the worst customer service in the business. The Sales "Engineers" are experts at directing you what to buy, however, they completely fail in directing a customers on how to return. A one star rating is generous. If you are concerned that you will potentially need to return an item from Sweetwater, I would definitely go elsewhere. My company has spent over $100,000 in 2023 at Sweetwater and will be changing our vendor next year. It's not just the fact that they charge to return a defective product, it's also their pompous attitude. Enough!

I just left a 5 star ****** review for my experience with Sweetwater. In Oct. 2023, I purchased a ****** guitar from them. They have an amazing user friendly website. They have sales engineers that work with you one on one from questions to purchases, and the best part is you can reach that same person from then on. My sales engineer was wonderful. I actually am going out of my way to leave this review on the BBB because the customer service was that good.

Last week today being 9-24-2023 I bought a ****** *********************** guitar for $800.00. In a couple of days I received it just living about 150 miles from Sweetwater, I opened the box took the guitar out sat down kinda looked it over then struck an E chord. Thats when it happened. My hand was cut to where I couldnt & still cant play!!! How? The nut stuck out so far from the fret board the corners of the nut were & and are sharp as a tack!!! I emailed someone at Sweetwater explaining what happened. Next day received an email back from Sweetwater saying they were sorry for my experience and they were going to make it right, whatever that meant? Days went by I heard nothing. Ive have done business with Sweetwater for years spending thousands of dollars!! They have my address my phone number etc. so no excuse not to get in touch with me. So I emailed the second in charge of Sweetwater also explaining my situation. He got back with quickly and of course pasted the buck to someone else at Sweetwater saying how this person would take care of business an look out for me. All a lie!!! Havent heard a thing from Sweetwater!!! I was hoping they would honor this extra two year warranty they so boldly & loudly advertise an fix the nut. Nope!! Just another lie!!! People, in my opinion this Sweetwater company is nothing but one big lie an the heart of said company is dark & corrupt!!!!! So, you stand a 50/50 chance of coming out ok or being robbed & lied to!!! Understand your only as good to Sweetwater as the last dollar you spent with them!!! Nothing else. They will lie & lie and it runs all the way to the top!!!!! Youve been warned!! Good luck, youll need it!!!

Absolutely the best!When ************************* comes to Sweetwater for his guitar work and repair, I think you should know and not make a scene.

They do not honor their own sale price. Ordered two guitar cases on sale for approximately $60.00 ea. waited for them (on back order) 4 months. Never arrived, had to call and cancel because they said it was supply chain problems. Told me to buy a different brand case that they have in stock. Now those cases are priced at $150.00 each. Who has sales on back orders? Overstock is usually sale items, Not a reliable company to do business with. Buyers beware!!