Sweetwater

Bought somewhat obscure repair parts… had an EXCELLENT Customer experience

Bought somewhat obscure repair parts for a vintage Rogers snare from Sweetwater. Website was easy to navigate, ordering process was straight forward. Got a follow-up call from a real live English speaking human, being to acknowledge the order was being processed and delivered in a couple of days. All of this attention to detail for less than $30 worth of repair parts. Amazing customer focus. Give these folks your business!

Great customer service as everybody…

Great customer service as everybody else pointed out. Bought the SM7B for voiceover work and the sales team gave me genuinely good advice for pairing it with a proper preamp before wasting money on the wrong setup. Arrived in two days, double boxed. If you’re buying audio gear you have to use sweet water.

I am convinced I have been blacklisted…

I am convinced I have been blacklisted by sweetwater. I read all the amazing reviews they get yet my experience has been less then satisfying. I'm sure the five star reviews are from family members or the employees themselves, or could be the bags of really shit candy they stick in your package people like, insulting in itself. No one every got back to me as to where my over night package is, ordered the 16th oh today is the 20th and no package yet. Much like any other mail order company once they have your money, you are truly screwed.

Overall a great experience

Overall a great experience. When I was looking for a small recording studio setup, about six months ago, they were very happy to spend time answering my questions and helping me choose the best one for my needs. My product arrived quickly and in perfect shape. I had some questions about the recording software (from a different company) that was included. Jeremy, my sales engineer, helped me contact that company so I could get it set up. Jeremy contacted me twice more just to check on how I was doing with the recording equipment and if had questions. Both times I did, and he answered them and helped me solve my problems. I've been very pleased with the company, the products, and especially the follow-up service,

I used them for the first time

I used them for the first time. A less than $20 order for an ac adapter. There was an error in the shipping address and I never received it. There had just received it back and were contacting me. Anyways long story short they shipped it priority and called me to make sure I received it. All for a cheap ass ac adapter. I’m a customer now

Placed an order for drum kit

Placed an order for drum kit . The service before , during and after shipment are exemplary. The packaging was done to protect the shipment unbelievably well. Everything was as described or better. I had an issue with a part missing and called , before I could realize it was my mistake they had already started fixing a problem that didn't even happen . Will buy all future purchases here. Oh and shipping was very fast . 3 days for 2 large boxes. Bravo

Fantastic!!!

Good, Reliable company

Good customer service. Fast delivery. Good quality product.

Brand new guitar epiphone les paul…

Brand new guitar epiphone les paul custom. Guitar sounds great it came very well packed but as far as a 55 point inspection I call BS on this. When the guitar arrived the knobs were so high off the body it was measure almost 1/2 inch from body. And the tip to the treble and rhythm switch was cracked....those were factory defects when they left the factory so it never went thru any inspection at all

return policy is garbage I order a bass…

return policy is garbage I order a bass battery not was inspected i returned and pay $150 return charge

The people make it great

The people make it great! I have my own dedicated Sales rep in Ed Needler, and he is backed by an equally talented support team. They understand that I'm old & that I don't speak much sound/equipment/techno jargon, & that I'm not their typical customer, being a weekly Karaoke singer with bunch of other old women. I've been using Sweetwater & Ed for over 13 years (as have 2 others, so we never have to skip a week even if one of our systems goes down). I can't imagine using any other vendor than Sweetwater!!

The Best

Great products, service, and insightful product advice, to help you make the right choices for your situation. And great follow up

Excellent store

Excellent store, customer service is mainly the greatest thing it has, they take the necessary time to help you with everything you need to know, I would use it again when I need to buy an instrument ...

Communication is lacking

Edit: Sweetwater did reach out to me to ascertain the situation. Ordering was straightforward, and shipping was quick and efficient. However, when additional support was needed, things went downhill. The guitar I received arrived with some damage to the headstock. A partial refund was offered, which I accepted at the time. After about three months, the instrument began to develop further structural issues, so I reached out to initiate a warranty repair. The process involved multiple weeks of back-and-forth communication, and there were delays in getting a response from the service department. I ultimately had to send an email escalating the situation before receiving instructions on where to send the guitar. It has now been over two weeks since the item was delivered for repair. Aside from confirmation of receipt, I have not yet received any updates despite requesting one.

TitleThe "Award-Winning" Service Stops at the Checkout Counter

⁸Title: The "Award-Winning" Service Stops at the Checkout Counter Rating: ★☆☆☆☆ Sweetwater loves to market themselves as the "gold standard" of music retail, boasting about their "Sales Engineers" and "industry-leading" customer service. My experience has proven that this is mostly just effective marketing designed to move inventory, rather than a commitment to the musicians they serve. The Gear: I purchased a pair of JBL EON 715s based on the implied expertise of the Sweetwater staff. It turns out these units are shockingly low-quality. After just 2.5 years, a single plastic control knob broke, effectively turning a professional-grade speaker into a useless brick. For an "expert" company, they are very quiet about how cheaply these units are actually constructed. The "Service": This is where the frustration peaks. I am constantly bombarded with "check-in" emails from my Sales Engineer claiming they are here to help. Yet, when I reached out to ask for assistance in sourcing a simple $5.00 replacement knob—either from them or by leveraging their relationship with JBL—I received total silence. The Transparency (or lack thereof): I attempted to post a 1-star review of the product on their website to warn other buyers about the build quality issues. Conveniently, that review has never been posted. It seems Sweetwater is more interested in maintaining a curated 5-star image than providing an honest platform for customer feedback. Bottom Line: Sweetwater is great at sending you candy and automated sales emails. But if you need actual support for a gear failure just six months out of warranty, you’re on your own. Their "expertise" doesn't extend to standing behind the products they push. Trust me I've already moved on to a new company. P.S. they sent me the .80 part overnight. I wouldn't buy anything again from you.

I had an amazing experience with…

I had an amazing experience with Sweetwater. I reached out through their website with a question about the Izotope RX software and received an informed and professional response within 24 hours. The sales associate, Luke, who assisted me is awesome. He responded to all my questions, even the braindead ones! And he worked hard to help me get what I needed. I would absolutely purchase from Sweetwater again! Thank you so much!

Steve Wessing created a truly…

Steve Wessing created a truly impressive purchasing experience. He turned what is usually a routine online transaction into something that felt personal and thoughtful—like shopping in a classic small-town store where the staff genuinely know their products and take the time to focus on each customer.

Amazing customer service!

I bought some guitar strings. When ,after a very short time, the strings arrived,a thank you note and a few pieces of candy were included with my order. I thought this was a nice gesture for such a small order. Today, someone from Sweetwater called to inquire if i received my order and to ask if I was satisfied with the guitar strings that I purchased. I was very pleased with the quality and the price of the guitar strings , but I was blown away at this company's efforts to show appreciation for such an inexpensive purchase! My husband gives guitar lessons to beginners. I know where I will recommend they buy guitars and strings!

Mike Wright has a crystal ball!

Mike Wright has a crystal ball! He sees all and knows all! LMAO! :) Great guy and super easy to work with!

I had a frustrating experience with…

I had a frustrating experience with Sweetwater that reflects serious issues with their billing and customer service. I initially ordered a JP electric guitar for over $4,000, but changed my mind the next day and requested to cancel the shipment. I was told it had already left their facility, so I agreed to refuse delivery and wait for a refund once it was returned and processed. I then placed a new order for a different guitar priced over $4,200 using a 6-installment payment plan, which was confirmed. However, a few hours later, I was contacted and told they could not honor the installment plan and instead charged me $2,903 upfront. The explanation was that the first guitar had not yet been returned, and adjustments would be made afterward. After they received the returned item, they deducted $62 from my refund for shipping—even though the item was within the return period and the original shipping cost was only $43. This was not clearly justified. More importantly, they have still not corrected the second order. The $2,903 overpayment has not been refunded, and the agreed installment plan has not been reinstated. Despite multiple calls, I was told there is nothing they can do. This is especially disappointing as a returning customer who has spent over $7,500 with them in less than a year. For a company that promotes strong customer service, this experience was inconsistent, unclear, and poorly handled.