Reviews

Review Details

• Review fromScott B

  Date: 05/21/2025

  1 star
  Last year I bought an Orange Rocker 32 from Sweetwater. I bought it new because I wanted something with a warranty attached to it. The amp lasted a total of 8 hours before dying in the second show I played with it. I contacted Sweetwater about getting my amp repaired or replaced and they told me the issue was with the tubes and that they didn't honor those. (Thus making their warranty effectively worthless). As a consolation, I was sent a box of broken tubes and told to repair my amp. Now I have a 1300 dollar paper weight sitting in my house. I will NEVER do business with Sweetwater again. I honestly feel like I was sold a lemon and was blatantly ripped off by this company.

• Review fromEd M

  Date: 05/18/2025

  1 star
  I ordered the Osmo Pocket 3 Creator Combo on April 1. After searching the web, I found SW had the most affordable price, otherwise I wouldn't have ordered it. I was phoned some days later saying the item was back ordered, would I mind waiting until the middle of April when new shipments arrived. Disappointed I wouldn't have it for an upcoming trip, but ok. At least I'd have it when I returned. Literally 5 weeks passed & on May 7th I finally received another call, now informing me that the price had increased since April 1, & SW was not going to honor the price I had locked in at nearly a month & a half earlier. I asked that they honor the price & was told by the *** they stood to lose 200 dollars if so, & they couldn't do that. The shipped sale price of April 1 was over $713, but the *** was unmoved with honoring that price, so I canceled the order completely. A loss of over 700 dollars to save 2. Strange, & disappointing business practice to say the least, especially after having locked in on the advertised price 5 weeks earlier. Frustrated apparently, the *** then hung up on me abruptly, certainly calling into question the frankly intrusive illusion of the "good ****** relationship SW ***s attempt to put forth when things go in their favor. Not sure if I'm returning to SW for future purchases seeing as how I never received what I apparently purchased anyway.** *.

• Review fromMatt Z

  Date: 03/15/2025

  1 star
  Just a heads up that people gotta look out for. I requested a return on a guitar within the return period. Just buyers remorse, no actual issue. The sales engineer ****, was very rude and stated that it was in god faith that I'd keep any working guitar they sent me. This is not on their return policy. In fact they claim to make returns easy. I requested the return and requested to cancel an another item, as I did not want to deal with such an attitude when simply returning something to a retail store. The ** sent a return label and stated the other item was already on a truck and couldn't be canceled. I noticed later that the item still did not show as shipped so I called customer service... they were able to immediately see it hadn't been shipped and canceled the order. I happily took my business elsewhere. Then I realized they put a restocking fee on my return. Lucky I caught that as no one had told me I'd have a restocking fee. Called customer service and thought all was resolved. It wasn't. Called again the next day. They removed restocking fee saying they could see from the emails I was never told about it. But they also said that in their system it shows i was aware of the fee, which i was not. Returned guitar and it took them a week from when it was received to show it was returned on my order page. But, I never received an email stating it was returned or showing that I'd get money back. At this point I'm still waiting on that and a refund. Only leaving this because I went to ************************** because there are so many reviews saying their service is great. And it's shocking to see how frustrating this has been. So I want people to know to watch your back, do your due diligence, and check for restocking fees they apparently just stick on with zero notice. I'll be shopping at *******. They've never hassled me about a return, never threw a restocking fee on, and have a much better (longer) payment plan option for us on budgets.

• Review fromBeth O

  Date: 03/10/2025

  1 star
  Great customer service over the phone. But the store associates, are very disrespectful. Specially, I am came across this guy named ****, who is either a leader or supervisor. He has this attitude problem, where he treats people like c*** I went in from ******* and not once but twice with same person.

• Review fromMolly J

  Date: 01/02/2025

  5 stars
  These guys are beyond exceptional. They go out of their way to make sure that you are happy with your purchase and all your questions are answered. They assign you a personal representative when you make an online purchase so you have a point of contact for any questions or issues. Plus they ship a little bag of candy with your item. What more could you want?

• Review fromVernita M

  Date: 12/30/2024

  1 star
  Watch out fellow consumers are you will be paying for new merchandise and instead get used merchandise for the price of new merchandise. I bought my son a guitar rack and when it arrived it looked like something you would buy at a garage sale!!! IT was filthy and covered in scratches. I was very disappointed. It seems as if they were trying to pass off used merchandise as new because the box was open and there was no packaging. It is shameful that a company would scam consumers in this way!! They were probably hoping I would not complain. Buyer beware maybe we should require companies to send a letter verifying merchandise purchased is not used. I am hoping I will see a partial refund on my credit card bill. I would return it but this is all my son received for Christmas and I hate to take it from him. I will never shop here again.

• Review fromMatt L

  Date: 09/19/2024

  1 star
  I had a recent issue with a return. It was received at their hq in ******* and signed off by fed ex. Since 9.14 they have no personal that can check in a package and authorize a refund. Its been a terrible experience all week. Unable to retrieve my money thru a Pay-pal transaction. If I refuse a package and dont want it, then its going back to the seller. If I dont have to wait for a return label its my decision and going back to sweet water . Unfortunately I disputed the transaction. This should not take days to process? So lets resolve the issue, refund me and move on.? I cant get a straight answer, on the time frame on when that may happen.Ridiculous!

• Review fromAnthony R

  Date: 04/02/2024

  1 star
  I discontinued business with Sweetwater because their customer service was not sweet to me. I made a special order on 3 Lp Road Ready Conga Cases, ***** dollar order and assumed that I would get bonus bucks for the order.Please read the fine print on the Sweetwater order page before you make an order with them , it may not be the best deal!!After the order was placed, I asked about the bonus bucks. The employees rudely replied that I would not get any bonus bucks and the order cannot be cancelled.I do recommend Musicians Friends,just recently I special ordered cymbals with them and received 8% in points.The little bag of candy that Sweetwater puts in the order does not take the place of bonus bucks or points!!!I also posted this review on Sweetwater music , I was blocked from their ******** page.VERY POOR CUSTOMER SERVICE!

• Review fromCole V

  Date: 02/14/2024

  1 star
  I have had many orders done well from sweetwater and was under the impression that this company had good customer service, i was completely wrong. The first time i ever had an issue with my order i was quickly connected to my sweetwater sales agent ****, who firmly told me that "their profit margins were so thin" on my $175 order, that they wouldn't be willing to put in a $30 snare wire instead of the $20 one that was out of stock, which their website still allowed me to order. He continually stressed that he would be able to help out if they were making more money off of me. For a company that literally calls and texts you multiple times every time you place an order and sends candy in every box this is completely ridiculous. If you don't want to provide anything for the customer when you're in the wrong then why blow up my phone in the first place? There are no good large retailers for musical equipment and sweetwater is no exception.

• Review fromHoward S

  Date: 12/11/2023

  1 star
  Product was sent out defective. Also, ****** at Sweetwater charged me $20.00 to return the defective merchandise. Unbelievable! No amount of stale candy can make up for the worst customer service in the business. The Sales "Engineers" are experts at directing you what to buy, however, they completely fail in directing a customers on how to return. A one star rating is generous. If you are concerned that you will potentially need to return an item from Sweetwater, I would definitely go elsewhere. My company has spent over $100,000 in 2023 at Sweetwater and will be changing our vendor next year. It's not just the fact that they charge to return a defective product, it's also their pompous attitude. Enough!