“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.”
“I could not love my Martin guitar more! Thanks to Nick, who listened to everything I wanted and was so patient with my questions. The setup is amazing! I have been playing nonstop since I waited a day and opened the box! I have bought three guitars there. Will not go anywhere else!”
“Company has no interest in handling a manufacturer warranty claim. Only interested in sending items back to their shop so they can recoup the repair costs. Long time customer who will never buy from them again.”
“First off I'd like to say that I'm new to playing the guitar and I have to say Sweetwaters customer service is top notch they definitely go above and beyond. Being I'm new to this I recently upgraded my amp to the Marshall code 50 and I couldn't be happier. Just the amp alone up my playing skill it actually sounds like it's supposed even surprise myself lol. Today I just ordered the ESP LTD vulture. Talk about being stoked! Looking forward to jamming on that . Again I just want to give a shout out to the Sweetwater staff . It wasn't long after I placed my order that I received a call congratulating me on new purchases and assured me that if I have any questions they would be there to help in any way. These guys are first class thank you for that .”
“I ordered a Marshall 1960AHW cab back in April of 2024. This item has been on my wish list for years so I was psyched to finally have placed the order. Three months later I finally received the cab. To my dismay upon opening the box cabinet had multiple flaws and damages. Cracked back corner, tolex tear on the back, dented front face and additional small tolex tears on front. I contacted Sweetwater immediately. My sales rep convinced me to hang on to the damaged cab while Sweetwater received a replacement one. I was promised I would be getting a replacement. Long story short every month since they keep changing the ETA on when I will finally get a replacement. They blame it on Marshall. To be honest I feel they sold me a b-stock item as new. They have not responded to my last email in regards. Customer service manager handling my case has changed twice since opening case.7 months after I am still waiting on my replacement cab and stuck with a damaged item. Very disappointed with what should have been a dream purchase. If they don’t make this right this will be my last purchase from Sweetwater.”
“Be careful! Be SURE they have your item IN STOCK as I placed a drumhead order not knowing they did not have most of them! Gladly took my money tho. Cautious....”
“I don’t appreciate being put on hold on the phone for 30 minutes just to ask a question about the guitar I purchased. Goodbye Sweet Water hello Musician’s Friend.”
“I ordered my first new les paul from sweetwater.com and overall the experience was OK. The free shipping was nightmare with fedex. It started out with email saying it had shipped when in fact it had not. It appears sweetwater generates shipping email simply when a lable is created not when the item is actually in the shippers hands. That is on sweetwater. Fedex did take the pony express route getting the guitar to me which was 1 week from placing the order and the outer shipping box appearance made my heart sink when I saw the damage. The guitar was undamaged.
After purchasing the guitar I was assigned a sales engineer. This is where sweetwater gets the 3 stars. I am creeped out by this guys picture appearing in each email and every time my search brings up sweetwater on the internet. I feel like I am being cyber stalked every time I go to sweetwater.com and I am forced to deal with this guy?? Now I don't shop there because of this.”
“The most knowledgeable staff I have encountered and the best customer service I have ever experienced. I highly recommend them to any musician, beginner to rockstar!”
“I had a horrible experience getting speakers. First off, after I ordered, they waited 3 weeks to charge my card... I never heard anything about the order, nothing until a month later. Finally got it delivered, by then I had found other speakers.
The Sales Engineer I dealt with was incredibly rude. Saying he left me a voicemail, to which I had called back and they never responded. I then had to pay to return the speakers.”
“I ordered a guitar rack for my son for Christmas and when it arrived it was filthy and scratched up. I paid for a new rack and I can't believe a company would scam a consumer by sending a used rack yet charging a new rack price. Thank you Sweetwater for ruining my son's Christmas, it's the only thing he received.”
“F-Sweetwater. I Paid $3399.00 for a Gibson Songwriter Acoustic.
Has a defective bridge, per Guitar Center.
Sweetwater say it’s my fault, leaving it in the Gibson Case, with Dehu bags, they sold to me. They say it needed some moisture. Derek Spaulding in Sales.
If you want to get screwed, this is your place. I wouldn’t buy pics from these sorry SOB’s”
“I was looking to buy entry level synthesizer the joke term sales engineer was too busy with coworker clowning with camera total sale probably was going to be under $500 but there’s plenty of companies That’ll take my money”
“For the 2nd time, I placed an order from Sweetwater for a gift for my son (1st time it was for my husband) and have ended up scrambling to purchase the same gift elsewhere due to issues with their processing. I received the order confirmation back right after I placed the order and nothing was amiss. 3 days later I checked to make sure the order was still going to be delivered in time (before Christmas) and my order number doesn’t pull any info up on the website. I emailed, and then (panicked) called the customer service line an hour later. They “have no record of my order.” That’s weird since I replied to the email confirmation I received from Sweetwater 3 days ago. The guy was pretty non-chalant about it. This is my Christmas present for my son, and it wasn’t going to arrive even though they sent me an order confirmation. And this is the 2nd time this has happened to me with Sweetwater. Shame on me for letting it happen twice. Sure, they’re really nice when the order goes as planned but if you really need to know that the order you place will be delivered, you’re better off using another vendor (which I did, and my order will get here 12/23 which is cutting it way closer than I like, thanks to Sweetwater).”
“My sales agent is ok but in general it seems like once the sale is made they don’t want to be bothered. I called tech support one day and spoke to a guy named Vinny. He sounded like I had just woke him up and couldn’t gimme clear answers except to refer me back to my sales agent if there were any problems with the guitars I purchased. I spent several thousands dollars on guitars over the past few months. My sales agent is not in the tech department. The technicians are in the technical department. In any event with the amount of money I spent there are several departments that need more customer service training. Sales and tech support being the main 2 in my opinion. Thank you”
“Rahmonn reached out shortly after I placed my order to let me know that one of my items was on back order. He gave me an update the following week and offered to ship my items separately to insure my son has something to open on Christmas morning. He was super friendly and helpful! I will shop here again simply because of how he treated us!”
