SweetwaterReviews 1,199

I ordered from them for the first time after buying music equipment at stores for 20 years. I was able to test drive my guitar in store because someone happened to have it that worked there. LTD Arrow 1000. Ordered if from that store, said it was in stock. Waited 2 weeks. Said it was 6 months on back ordered. Ordered another Arrow different color. Was told it was in stock. It wasn't. Wasted another 2 weeks. So I ventured out and gave Sweetwater a chance. For the exact same price, delivery timeline, no delivery charge I was able to get it within 8 business days. FedEx did their best to screw that up and lost it 3 times. They can send stuff via UPS. You should request that. I now have my account on UPS only for future purchases. I got a phone call after I did my online order. They confirmed they actually had it unlike some other guitar store that can't keep track of their inventory. Sent pictures. The inner box was filled with foam and bubble wrap. Guitar played great. Was almost in perfect standard tuning for a six string when I tested it out.

In a consumer world that thrives on customer service, Sweetwater still manages to stand head and shoulders above the rest. My latest experience is proof positive.
On March 2nd, I placed an order for a custom product from Mojo Tone that was expected to be fully subject to the manufacturer's 16 week delivery delay. What I didn't expect was that Matt, with Sweetwater, would check in regularly during the 4 month process with the intention of keeping me apprised of the production and delivery status as well as informed as to my options in case my needs or satifaction was in jeopardy. While one might assume this to be standard proceedure for a rare and/or expensive product, this was a ~$100 guitar pick-up; nothing that would deem a substantial stake by anyone other than myself and my personal appreciation for the product. Nonetheless, Matt checked in with me via text and voice message with a pleasant and extensive explanation regularly during the 4 month wait keeping me comfortable with the status of my order as well as confident that I had options if the need should arrise.
Interestingly enough, this is the kind of treatment I've grown to expect from Sweetwater regardless of the nature of my order. But this particular experience is proof to me that I am in good hands with Matt Subers and company. It is my sincere belief that the world of customer service can consider Sweetwater Sound to be the gold standard.

The drums i bought had some of the hardware that was stripped, also one of the skins for the tom tom had a hole in it. No way it was inspected before shipped.

By far Sweetwater sets the standard for customer service. From ordering to returns and warranty support to having the best products and selection. Truly a great company.

These guys rock. They answer the phone, they answer your questions and actually take time to understand your motivations and goals. Riley is so helpful.

I've been a Sweetwater customer for several decades. Recently, I purchased a wireless headphone system. Recorded some overdubs with it and then, 30 days after expiration of the return period, I needed to use it in a mix and discovered that it was a mono-only system. I did not request a refund, only a full credit. Sweetwater acknowledged there was nothing in the description or specs posted on their site about the limitation to mono, but refused, saying the product worked as intended. Evidently my expectation that a system designed to work with stereo headphones would output stereo sound was rash. I hate to leave Sweetwater. They've been very helpful over many years. I don't know what other customers experience, but loyalty was apparently not high on their list in our final transaction.

Bought my first guitar from sweetwaters. A Jackson which I could not be more pleased with. Had the Plek Pro Fret Adjustment done too. Very happy. But somehow whammy bar didn't make it. I let Johnathan know and 3 days later I have the bar. Awesome service. No argument just sent. This is my home from now on. I did not know how nice a bar it is and can't wait to try it. ( and the treats) that came with the bar. Whoever is running customer service has their act together. Thanks Sweetwater for nice service all the way.

Tiene la mejor atención que uno podría esperar, son amable y entregados ayudar para obtener el mejor equipo que uno necesita.

My name is Rick from South Central Texas. Been playing guitar in various bands since 1959. Recently found Sweetwater on line and decided to try them after a bad experience with a company that I had been doing business for years. Found Sweetwater to be one excellent company! Talked with Derek and what a guy -- ultra clued in to Sweetwater products and one friendly guy like we had know each other for years.Excellent employee. Bought a Fender Twin True Tone guitar amp. Received it 2.5 days later. A great amp and sounds like my big Twin Reverb 65 Reissue but a potful lighter in weight. Sweetwater and Derek...the only ones that will get my business from now on!

I have bought a few guitars from sweetwater and bought more than 15 thousand dollars worth of equipment from sweetwater and found that the returns only benefit sweetwater.if you play it and hate it or there is small problem you have to pay for the shipping. My other problem with sweetwater is they don't post honest reviews.they only post reviews that benefit sweetwater so buy local

I absolutely LOVE our representative, Austin Childress, his customer service skills are superior and secondary to none. It is in fact what has also made purchasing with Sweetwater such a tremendous experience, from start to finish it has been phenomenal- keeping us informed, sending updates and photographs through out. Then of course when my son received his guitar, the quality was immaculate and his favorite of his 8 guitars is the one purchased through Sweetwater. Because of the wonderful customer service of Austin, and the phenomenal purchasing experience, together with the quality guitar, we absolutely will go to Sweetwater for future purchases and would highly recommend to everyone!

Great service and a great product, speedy delivery and I have a great sale rep, Zack, he call me after every delivery and my grand kids look forward to the candy that you send with my package, thanks

UNBELIEVABLE
Most beautiful instrument I EVER laid my eyes on and the sound and intonation on this instrument is PERFECT in every way.
THANY YOU SWEETWATER FOR HAVING GIBSON PRODUCE SUCH A BEAUTIFUL INSTRUMENT FOR YOU. SO GLAD I BOUGHT IT.

John of Sweetwater is simply AWESOME! I spoke with him on the last days in May to get my Strandberg with new 9 gauge strings to me by June 7, my birthday. He got it to me by June 4th with the guitar set perfectly. I only deal with John and Sweetwater for all my musical needs. You won't regret it as they not only send you info on your equipment before you get it, but you get pictures and confirmation on orders and needs. They are old school service, call, info, and check customer needs. Thanks, John, ;)

Sweetwater is well-known for their gear, but I have to say their service is awful. I ordered 2 cable testers, but one was mistake. I responded nearly immediately with an order cancellation. This was apparently ignored, and some random sales associate Maxwell emailed with an introduction and a "Thank you for your order e-mail. I then responded to him with another request to cancel the order. HE THEN RESPONDED WITH TRACKING INFORMATION HOURS LATER. It honestly felt like the company was taunting me. Now, even though I IMMEDIATELY CANCELLED THE ORDER, I have to wait to recieve it, return it, then wait for them to recieve it to get a refund on an order that should have been cancelled. Actually trash service and will never order directly from the company again. Third parties obviously know how to handle inventory much better.

This year my identity was stolen, it's been quite a challenge to secure everything I have, dispute charges and file credit fraud and freeze accounts. My Sweetwater account I hadn't gotten to it yet. Someone using my account ordered some items, the team at Sweetwater didn't process it. I received a email and contacted them. My sales rep. Noticed something was not right about the order. This is the kind of company that looks out for their customers. I will be doing business with Sweetwater whenever I need anything they have to offer. A first class company. I would give them the highest rating possible

Their customer service is second to none. Every order I've made has gone smoothly. My sales engineer Joe has taken excellent care of me.

I bought a martin hd28 and the strap plug was drilled at an angle and it wasnt even the guitar I order they said the one I ordered was defective so they sent me a defective one go figure and the wood grain on the front as marks, 3rd time sweetwater has screwed me in one way or another would not recommend them to anyone.

I recently purchased the Audio-Technica ATH-M50x Closed-back Studio Monitoring Headphones from Sweetwater's website, and I must say, my experience has been outstanding! Not only are these headphones perfect for monitoring the band during our church services, but they have also exceeded my expectations for live monitoring during our livestream broadcasts.

First and foremost, the noise isolation on these headphones is exceptional. It allows me to focus on the audio mix without any distractions, ensuring a seamless sound experience. The sound quality is top-notch as well, delivering crystal-clear audio reproduction across a wide range of frequencies. I've been able to hear every detail of the music, which has greatly enhanced my ability to mix and fine-tune the sound.

One feature that I truly appreciate is the interchangeable cord. It's incredibly convenient and hassle-free to switch out the cord if needed. This flexibility not only provides peace of mind, knowing that a broken cord can be easily replaced at an affordable price, but it also extends the lifespan of the headphones, saving me from having to buy an entirely new pair.

I also want to mention the exceptional service I received from Sweetwater's technical support team. They were knowledgeable, responsive, and provided me with helpful guidance in selecting these headphones. The delivery process was smooth and efficient, ensuring that I received my order in a timely manner.

In comparison to older Audio-Technica headphone models, the ATH-M50x is a definite step up in terms of performance and overall quality. It has surpassed my expectations and has proven to be a worthy replacement for our previous headphones.

I highly recommend the Audio-Technica ATH-M50x headphones to anyone in need of reliable, high-quality headphones for live monitoring or studio work. With their exceptional noise isolation, impressive sound quality, and the added convenience of interchangeable cords, these headphones are a true game-changer.

This specific experience happened a couple of years ago, when I was too young to properly know where or how to review a product, but according to friends and the threads I've read through, the outstanding customer service remains the same. I ordered eight different guitar picks from a pack of shiny rainbow picks, and was called directly when they didn't have one of the colors I wanted (purple). I was completely understanding and said I only really needed the red and blue. The entire encounter was very friendly and the man I spoke with made absolute sure he understood what I wanted. I got eight blue and eight red, doubling my original order, along with a magazine of their wares and a couple of candies. I gushed about this experience to anyone who would listen. I still use those picks all this time later, and it's the fondest memory I have with any company. Highly recommended.