“I received my OM-320 Guild acoustic today. Great order fulfillment time. Shipping case was in good condition and did not reflect mishandling (Fed-Ex). Action on guitar was too high and painful to play. Small dent, probably from factory, on face of guitar. I tuned the guitar but the action is definitely off and negatively impacted playing chords and individual notes. It will definitely require a professional set up first thing. I will keep the guitar, but was a bit disappointed in the high action and aesthetic defect.”
“Item arrived defective. No response to email. On hold for over 15 minutesafter being transferred. They don't want to handle the issue. They don't take things seriously.”
“Recently purchased my Taylor acoustic/electric guitar. The packaging was precise without a simple blemish. However I noticed when I started practicing something didn't sound right. I notified my sales rep Matt S and he responded immediately. After a few hours my issue was resolved (user error on my part - tuning). I also received an email from another tech named Josh.
All I can say is Sweetwater provides excellent customer service! Friendly, responsive, knowledgeable! Second to none! Comforting to know you have an excellent support team along with an excellent product!
Thank you Sweetwater.”
“Sweetwater has the worst sales reps that don't bother to get back with you, i have tried 3 times this year to purchase a guitar and my sales rep Conner Bowdoin won't get back with me.
There are plenty guitar stores that are more than happy to email or call you back and take your money.
I would not recommend sweetwater.”
“We have recently ordered an acoustic guitar and case, first it was shipped to the wrong address but we received a call assuring us it was being taken care and a handpicked replacement was being shipped out immediately. We finally received the "replacement" shipment which was nothing but an empty case. We have called and waited a few hours without any return call, we have emailed and ... No response. This has been an extremely disappointing and frustrating experience to say the least and at this point we're left to hope someone is going to get back to us. Not what you expect when you spend a significant amount of money to purchase something important to you from a company that is supposed to be reputable with great customer service.”
“I've been buying from Sweetwater for years but lately they have become really annoying. I've received defective equipment several times over the past 2 years and had to pull teeth to replace them . I recently requested a return of an item that didn't. quite fit into my workflow and I was drilled by the "illustrious sales engineer" (Matt), why I was returning it. He was persistant and I finally had to firmly tell him I just want to return it. After that hassel, he finally emailed me the return label. I just checked my account and they charged me $35 for the return ! Last time for me guys. There's many other non aggressive music stores to shop at......
Victor in Minnesota
PS I spend a lot of money on gear”
“Called about buying a fender standard telecaster talk to nick he made it so easy to buy it I got it 4 days later love the guitar it was packed great would buy a guitar from sweet water again”
“First of all le me start by saying never have I placed an order and had someone I could understand completely call me and thank me for my order and let me know it's on it's way. However this company did that for me and made me feel completely comfortable with my purchase. My package arrived on time exactly when it said it would. I would recommend this company to anyone that wants good merchandise in a fast manner with excellent customer service. I would like to say however I was a little disappointed in the product however, I must have been looking for an older version because the one that I had was much louder.”
“Yes ! Jared Atwood was my sales associate
It was the best experience. Lot of experience on the guitar. I purchased a Gretch Rancher . He recommended to have the rancher set up with low action and we did it plays and sound awesome. I have purchased several guitars over the years from Sweetwater all have been a great experience. This was the best
Thanks Jared for all your help
Ricky Smith Milner Ga”
“Delivery delays and unwanted phone calls. If you advertise an item in stock and estimate a delivery date within two days, it shouldn't take longer. Getting a phone call asking if I need help setting up an item I haven't received also seems a bit silly considering the unforeseen delay. Unless you need a rare item not found anywhere else and don't mind a delay, there are other options out there.”
“Sweetwater is the best! My Sales Engineer is always there to help answer questions, research and chat when needed. Last 2 purchases were just awesome and Sweetwater hit out of the park!. My Soldano Sl100 just grinds... and I just received my 70's Gibson Explorer. My Sales Engineer was smart and helped me choose my items. Ill call her (Sunni) first and chat before I purchase. Best experience on the planet!”
“I've been buying instruments for years and I went to Sweetwater for the first time and it was not a great experience. First their salesman wasn't the best with extended courtesy after the sale. I had to exchange my Fender standard Stratocaster twice until I finally got a Stratocaster with minimal issues I had to settle because I didn't want to go through exchanging it anymore. They're 55 check on the instruments is way overrated. It's better to have the least amount of hands on your guitar from Factory as possible because they're 55 Point check is useless. But in the end they did take back the first two guitars, but I was never able to finally get exactly what I wanted, I just didn't feel like going through another Exchange. The real issue was quality control with Indonesia. Sweetwater's technical support is better than their sales force by far. No they did come through somewhat in the end. I guess you can say I came close enough to getting what I wanted. Sweetwater did give me a discount for the issues on the instrument.”
“They’re good for having and selling what you need, not so good (so far) at customer service after you’ve bought it. Seems like the product makers wouldn’t be so happy about that. Me neither. Gonna look locally from now on.”
“I just received my Ibanez guitar 😁 I cannot say enough about how happy (satisfied) I am. My agent JD was so helpful and has called to make sure that I was satisfied. I will certainly be using them again for most all my needs. Thank You Sweetwater”
“I got a guitar by sweetwater and the tip of my cord got stuck in the output jack and this AMAZING costumer service got me a new one shipt out the next day! Even before I sent back the old one!!
I recommend EVREY one to shop at sweetwater!
THANK YOU SWEETWATER!”
“I generally like to purchase goods from small retailers, but Sweetwater has always been very good to me and I’m very happy with them. They usual have everything I need and ship out quickly. Shout out to Chris Moseley, my personal sales rep., I appreciate you always providing excellent customer service and support. Thank you Chris!”
“I have no idea why this has only 3.3. I have bought 4 guitars and quite a few accessories from them. Nick, has always been wonderful and extremely patient. Everything I have bought from them has been perfect.They take great care in packaging and shipping as well. Always ready to answer questions. I would not buy a precious guitar from anyone else!”
“One of the best purchase experiences I ever had. Quick delivery, quality product, first-class customer service, communication about shipping, follow-up about my satisfaction by Jake, and when the guitar went on sale a couple of weeks later for $290 less I called to see about a partial refund, no questions were asked. I spent literally about 1 minute on the phone with Kevin who sent me an invoice with a minute from our conversation for the $290 sale price and taxes. $315 refund. 5 STAR customer service that is beyond rare, especially these days. Thank you Jake and Kevin. Keep up the excellent service!!”
“I recently purchased my first PRS guitar, a DGT Semi-hollow body. This review is not about the guitar; it's about my Sales Engineer. Adam recently became my Sales Engineer after his predecessor advanced on to another position at Sweetwater. I was admittedly reluctant at first because Dan had been just absolutely stellar. Never had I experienced such passionate customer service before, so when Dan told me he was moving on, I was very apprehensive. I did not expect the sales engineer who replaced him to be nearly as attentive and responsive as Dan had been. However, my first interaction with Adam made me realize that Sweetwater values customer service as much as do. Adam sold me that PRS guitar, and because he owned one, he was able to speak informatively and provide a professional opinion. Adam worked hard for this sale. I wanted it yesterday and the shop was a bit backed up with pleck'ing guitars, so I had to wait my turn. I was not happy about that, but Adam really handled that very professionally. I wasn't testing him, but he exceeded every expectation. When a company hires good people, you get good results. Adam, you would make Dan proud. Thank you for your professionalism and your passion for music. I look forward to more business down the road.”
