"UPDATE: Sweetwater has sent me a replacement guitar. Director of CS Justin Dunbar was very helpful and took care of the issue very quickly after contacting him.
I ordered an American Pro II Tele through Sweetwater, but after 2 weeks all I've received from them is headaches.
What a snafu. FedEx falsely claimed my package was delivered. They did not show up at my building or even ring the doorbell. The tracking info says that I signed for it when I did not, and my neighbors also didn't see a FedEx driver or truck that day. I've filed a claim with FedEx on my end, filed a police report and provided a complaint/case # as requested by my sales engineer, and I still feel like I'm in the dark as to what the hell is actually happening. It's been nearly 2 weeks since this guitar was supposed to be delivered.
I chose to buy a guitar from Sweetwater after hearing good things about their customer service from friends and peers. I loved the idea of seeing the actual guitar I would be getting. Their site is probably the most well-designed music e-commerce site out there, and the actual online shopping experience was great. But if I knew that I'd be met with the customer service equivalent of "yep that ****" and some half-hearted shrugs after FedEx botched the delivery, I would have kept my distance and taken my business elsewhere.
FedEx is the single worst delivery service I have ever dealt with. I've never had this sort of issue with USPS, UPS, DHL or literally any other delivery service, but 3/5 FedEx deliveries I've dealt with have had issues, no exaggeration - this is by far the worst issue I've had with them. The fact that FedEx is their preferred and free shipping option is a huge reason that I won't be giving Sweetwater my business anymore.
The FedEx issues I understand. They're legitimately terrible, and I shouldn't have taken the chance on them even if it meant free shipping - but I'm disappointed in how this has been handled on Sweetwater's end. I feel like they haven't made an effort to make this right other than fumbling around with FedEx. Saying that "the ball is in FedEx's court" for multiple days is not reassuring in the least, and I feel like I'm pulling teeth trying to get any sort of update or info on the situation beyond that.
I never thought a company called Sweetwater could bring such a sour taste to my mouth. I was dead wrong."
"Jacob Ford is my account Rep and he is incredible!"
"After every purchase I get emails and texts from Collin and let’s me know everything I need to know about my most recent purchase."
"Their staff was very helpful and knowledgeable. Easy to work with and super nice. I recommend Sweetwater. They're prices are good too!
29420793"
"Sweetwater is like no other online retailer….lots of personalized help, wide selection, quick shipping. They are the only place to go for instruments and musical gear. Way better than Amazon. "
"I was looking to buy an octave pedal to augment my acoustic sound. After ordering one, and not satisfied, Mihir at Sweetwater took the time to a actually test some pedals and recommend a couple, even emailing me youtube videos of how they sound. On his recommendation, I ordered a new one. It came yesterday, and it does just what I wanted! Thank you Sweetwater!"
"Fantastic customer service! Order arrived on time and well packaged. Ordered on a Monday and was contacted by Geoff Allen to let me know when the package would arrive and asked if I had any questions."
"I had ordered the Piano Pdeal (PedalPianoA Piano Style Univ Pedal) for my 5 year old from Sweetwater and the experience was great!
The delivery was right on time and the package came with a pack of candies.
The customer service representative was very helpful - gave me a call just after I placed the ordered and answered my questions related to the pedal.
I will strongly recommend ordering from them :)"
"Im a beginner. And bought my First beautiful guitar from Sweetwater. After my purchase. They were so kind. Very helpful and giving to help me with all my needs. I couldn't be happier! A+ company "
"Sweetwater representatives are excellent! Their knowledge of musical equipment is unsurpassed. Ordering is easy and delivery is always as promised. Sweetwater is my go-to source for all things musical!"
"Excellent transaction and super fast shipping. Will definitely use Sweetwater my purchases again! I love the customer service as well."
"I've purchased from Sweetwater a number of times in the past, but usually just as a guest on-line and only for small parts or replacement gizmos. This is the first time that I've actually set them up as a legitimate preferred vendor and I have an actual account rep!! Keith assisted me with equipment that has been back-ordered for a while, found alternatives and priced it in such a way that I could justify using them as a distributor. I'll be using them a lot more in the future."
"Sweetwater really cares about their customers. Their customer service is unmatched and amazing. I’ve never had another company care about their customers quite like Sweetwater! I will be referring my friends to Sweetwater in the future!"
"I've been shopping with Sweetwater for a bit over a year now. I've browsed their website for years though. One of my purchases was an Amplifier, The Revv G-20. It's a great little versatile fire breather, with a great clean tone too. About eight months after i bought it, it just stopped working, which was worrying to say the least, and from everything i've read they don't have a reputation for breaking. One call to My sales engineer Roberto Rosado- Perez, and the ball was rolling. They took care of me. I shipped it to them and they analyzed it, sent it back to the factory for repairs, and shipped it back to me. all i had to do was cover the initial cost of shipping, which isn't much compared to the cost of a new amp. They really are a great company to work with, and i would and do recommend them to everybody i know and meet. They really can't be beat. "
"I've been purchasing my gear at Sweetwater for years and I've always have exceptional service; especially from my sales engineering Nick Graham. Super fast shipping, (always free no matter the order amount), and a great list of products to choose from."