“My husband is a drummer and wanted a new crash cymbal. I knew what brand to get but not much more than that. The cymbal I order was back ordered so I got a message from Victor to see if he could help me find something comparable. I called back and spoke with Eric. We'll let me tell you, customer service is alive and well at Sweetwater. Eric is a drummer and was so helpful, patient and understanding. He helped me find a perfect replacement that was in stock And made sure it arrived in time for my husband's birthday at no additional charge. My husband couldn't be happier with his new cymbal and praised Sweetwater for the awesome customer service! Thank you Sweetwater for your help making my husband's birthday a very happy birthday!”
“REALLY DESERVES ZERO STARS! I really can't say anything good about Sweetwater because the first guitar I ordered was lost by FedEx for a few weeks. I didn't receive my return right away because Sweetwater said "without the guitar, we can't give a return". So after waiting over a month and spending a lot of time on the phone with both Sweetwater and FedEx, I finally got my return, but was charged about 100 bucks for the return. After all that BS from FedEx and waiting over a month, Sweetwater still had the audacity to charge for the return.
Having no luck elsewhere locally, I waited about 6 months and recently made the mistake of ordering again from Sweetwater and FedEx has dropped the ball again with no resolution or status at this point in time... The guitar I ordered was last scanned in Indiana a few days ago and that's all FedEx can say... Just exactly like the first time I ordered from them. NO STATUS! I had to wait a few weeks to see if they even had the guitar, and I'm doing this all over again. Deju vu. Now I'll will be spending the next few days on the phone AGAIN with them and have my money tied up with them for weeks and can't go elsewhere until Sweetwater and FedEx can somehow sort their mess out. Meanwhile I'm out over 1000 bucks until then!
I don't understand why Sweetwater won't return the customer's money when it's their 3rd party associate who loses something. Sweetwater needs to change that policy. It is no way the customer's fault FedEx lost an order. That should be between Sweetwater and FedEx ONLY! Why is the customer penalized so harshly for FedEx's incompetence?! Your money is tied up with them for many weeks until they can sort out their mess and then will charge you a return fee on top of that.
Just absurd!
I gave you a second chance, Sweetwater. But just an exact duplication of the same incompetence is all I got!
Ridiculous!
-David C - Sincerely!”
“They are a bunch of liars They said they had my bass on stock and two days later they didn’t even ship it yet.
With that excuse of the 55 point inspection
If they don’t ship it right away that means they are going to ship it anytime soon
If you need to buy something and you need it right away, go somewhere else
For real avoid all this headaches”
“Best customer service ever, easy to order, products always in good condition, delivery on time and they even reward me with candies. Return policy outstanding. I will keep buying from them in the future.❤️❤️”
“I ordered drum heads. Two of the five I ordered came in warped. The sales representative said that they were going to replace one of them which they never did. He told me he spoke to his superiors and they said, "Yeah sometimes those heads look warped but they're not." I tried putting them on and tuning them and I can't. One side butts up right against the lugs which should never happen, while the opposite side is about 2" from the lugs. I was asked to send them pictures which I did within 10 minutes of the phone call. I never heard back. I could never get the sales representative on the phone again. I called a number designated to customer complaints and/or returning gear to get help. The girl on the phone sent me to another line and I left a detailed message. I never heard back from them either. So I'm out about $56 and have two drumheads that are complete garbage.
When the first drum head came in alone it was delivered in a box that look like it took a quarter of the Brazilian rainforest to create. Not only did these guys screw up by sending two garbage drum heads, but they are completely unconscious when it comes to what is happening to the trees on this planet. Who sends a box big enough to put a car tire in it for an 18-in drum head. There was enough plastic bubble wrap in there to choke 10,000 fish. Just gross!
I highly recommend that you avoid this company at all cost. They talk about caring about customer relations. I have found all that really means is every two months they call you and try to sell you something. Who does that? We will call you when we want to buy something. I honestly think this company is completely useless and it shows in the representatives that they hire.
Use a specialized store not a store that sells many instruments. You'll never get the professional attention and care you should from this company.”
“First time customer. Ordered upgrade of current system. Received package. Had 2 green Demo stickers on box. Opened box. The contents were just thrown in the box.
Called cusomer service. Told that was the only one in stock.
I should have been given the option of a demo and would not have paid full price.
Very disappointed with this transaction.”
“I ordered brosten creme donuts. Ive never had this issue before. I went threw the drive threw and when I got home this is what I got. It was not hot outside and when I touch it, it's hard frosting. Very disappointed in whoever frosted these.”
“I received a call from Visa fraud saying someone had tried to purchase a large item for 1700.00. I called Sweetwater to ask them about the purchase and what had happened. There reply was they didn't know what had happened and that this kind of things happens all the time on their site. So will not be purchasing any other items on.this site. Be ware of purchasing on this site.”
“Bought a inspired by Gibson hummingbird and I was shocked. This guitar had to be a blemished being sold as new. Had scratches all over the back.... a gap between the fretboard and binding on the 4fret low e string.. also the soundhold toward the top where fretboard attached looked awful.... absolutely wrong they sent a guitar like this to me. Never again will I order from them.”
“Sorry excuse for customer service. I've reached out at least 3x now. They have no idea what their selling, chances are their true headquarters is in India. These people are absolutely not at all knowledgeable about their products or services. They ask a question 6 months after I asked mine showing they are not smart enough to run this business currently. Stupid inbred middle eastern brats spoiled brats never know anything. Karma is coming.”
“I have been dealing with Nate Hutson, one of their consultants, for the better part of two months in designing the best DJ system for my son. As a musician it was clear that Nate's knowledge for music transitions well for his passion for equipment. In the end he built and excellent system which has allowed my son to grow his business. Thanks Nate”
“The customer service was impeccable--they truly blew my mind. I recently bought an adapter for my Zoom field recorder--an AD14 5V 1000mA Q3/H4N AC Adapter--which was just over $20. Despite my small purchase, they called me personally to let me know they had received my order and then sent a follow up email with tracking. The package came--with candy inside--right on time! I am really impressed.”
“I've ordered from Sweetwater twice in the past year where they were unable to deliver the equipment they show on their website. Last fall I ordered an audio interface. First, they told me the item I ordered had been discontinued, even though they showed it in stock. Then, the replacement unit they suggested kept getting backordered. I finally canceled the order and found one on Amazon that I received in days.
Most recently, I ordered a case and foot pedal for my son's birthday in March. It has been backordered since. Each month, I get a call telling me it didn't come in and they're hoping maybe first of the next month. It's now been 5 months. I'm not holding my breath and have learned my lesson...next time, I'll go to a different music site ☹”
