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Sweetwater Sound
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2.0 12 Reviews

Sweetwater Sound Complaints Summary

3 Resolved
9 Unresolved
Our verdict: When using services from Sweetwater Sound with a poor resolution rate, be vigilant. Understand the common pitfalls other customers have faced. Prepare thoroughly for any interactions with their customer service, and consider alternative solutions if your issues are not addressed satisfactorily.
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Sweetwater Sound reviews & complaints 12

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D
4:50 am EDT

Sweetwater Sound Sales and service

My name is David C. Maugans. I lve in the Columbus, Ohio area. I am a trained musician traveling singing Southern Gospel.

The time came when i had to rertire due to age and voice change. However, i decided to go on my own so built a small in-home music studio.

Thats when i introduced to Sweetwater. Over time i have spent a lot of time with sweetwater and have spent a lot of money.

Over time every thing great with my sales person and became good first name friends.

Then something went wrong. I was completely cut off from my sales friend who would not talk to me.

I attempted to talk to several managers who refused to talk to me about this problem.

What I want to know (and no on will tell me) is what did i do or what did I say to be cut off. I am totally in the dark here.

I am very disapointed with sweet water and if need be will spread my disapointment to other customers.

SWEETWATER -- TALK TO MEi

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3:48 pm EST

Sweetwater Sound Credit card scamming @ sweetwater

I once used Sweetwater exclusively before discovering Zzounds and haven't used them since 2017, since then, I had some credit cards canceled, but for some reason or another, they keep all this information in their database. Christmas week, someone tries to run a CC I canceled in 2017, How strange considering Sweetwater is the only company with this old info. The CC declined and they simply went on to the next card on file which I've had since 2016 and they charged 300 in software. I immediately picked up on what was going on and that this was not random and obviously someone who has access to Sweetwater which wouldn't have been an Email hack etc since I haven't used them since 2017 so there was no email trail or paper trail etc. I deleted all my payment options on their database, now, they couldn't get access to any other card, so they apparently looked me up in their system to see if I have a Sweetwater card which I just opened and tried to charge an additional $200, but it was declined. I call Synchrony and immediately get a call service out of India asking me to send them a video of myself as well as a copy of my state I.D. You've got to be kidding me. Canceled every Synchrony store card including Sweetwater which I will never use again! Smells like an inside job!

Desired outcome: A chargeback of course! Canceled all Synchrony store cards including Guitar Center and Sam Ash. I'll stick to Zzounds thank you!!!

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3:25 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Sweetwater Sound Order done online with payment for a fedex priority shipping and 10 days after, still not get the order!!!

Nobody replies to my emails...But of course,payment accepted immediately for gear and shipping costs...immediately :-(

Order nº L2111705927 on September 3rd 2022 and today is September 13th 2022 ,and not received the order nor any reply from the sales department. Just a shame and very bad image of the company.-

Desired outcome: Please,send me my order!!!!

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Is Sweetwater Sound legit?

Our verdict: Complaints Board's thorough examination reveals Sweetwater Sound as a legitimate entity with notable strengths. Despite a 25% resolution rate on customer complaints, which invites a closer look, Sweetwater Sound stands out for its commitment to quality and security. Clients considering Sweetwater Sound should delve into its customer service record to gauge compatibility with their expectations.

Sweetwater Sound earns 94% level of Trustworthiness

Perfect Trust Endorsement: Sweetwater Sound achives 94% ligitmacy per Complaints Board. Highly recommended, yet always stay vigilant.

We found clear and detailed contact information for Sweetwater Sound. The company provides a physical address, 3 phone numbers, and 2 emails, as well as 3 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

Sweetwater Sound has claimed the domain name for sweetwater.com for a long time, which suggests that the website is established and has a history of being in operation. This is a positive sign, as it indicates that the website has been around for a while and may have a reputation to maintain.

Sweetwater.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.

Several positive reviews for Sweetwater Sound have been found on various review sites. While this may be a good sign, it is important to approach these reviews with caution and consider the possibility of fake or biased reviews.

We looked up Sweetwater Sound and found that the website is receiving a high amount of traffic. This could be a sign of a popular and trustworthy website, but it is still important to exercise caution and verify the legitimacy of the site before sharing any personal or financial information

Sweetwater.com appears to have online shopping features, it's important to know that the platform supports an extensive range of payment methods, making it convenient and easy to complete your transaction. The payment procedure on the website is also relatively simple and straightforward, ensuring a smooth and hassle-free experience for buyers.

However ComplaintsBoard has detected that:

  • Despite a high level of trust, our investigation found issues with Sweetwater Sound's service, including poor customer service, lack of accountability, and responsibility to resolve complaints. Customers may face long wait times for responses, receive generic or unhelpful answers or no response at all. Only 25% of 0 complaints were resolved.
  • Sweetwater Sound protects their ownership data, a common and legal practice. However, from our perspective, this lack of transparency can impede trust and accountability, which are essential for establishing a credible and respected business entity.
ComplaintsBoard
S
6:47 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Sweetwater Sound returning gear - that's when my wow experience came to an end

I decided to buy a high end bass guitar from Fodera at SWeetwater (SW) . I found their inventory quite extensive and was able to find a beautiful "demo" piece (brand new item that most likely was used at their retail location) for thousands less then the asking price. I reached out to SW and was introduced to a sales engineer who told me he would be my go to person at SW, kinda like a relationship manager, who would be responsible for sales, support, questions, anything basically going forward. That really was impressive, considering they are selling music gear, having a person who sole's position is to take care of my music needs. Form there on, the engineer was on it, anything I asked he would respond quickly and would provide feedback for everything I needed and asked. He told me he would be taking care of me going forward and ensure my SW experience would be top notch.

Everything was fine until I decided to return the bass. I had other basses from the same luthier and found that I was not going to have much difference from what I already what at home to their new product. So I reached out to my "go to guy", and heard nothing from him. That's when I realized the whole talk about taking care of my needs, about being my point of contact, about relationship based experience, was all BS. The moment I needed to return something, I got nothing anymore, no answers, no response, nothing. I ended up calling them and asking another person to help return the bass.

My sales engineer made his first mistake right there. When you are a relationship driven specialist, the first thing would be to get back to me and ask why. that's it, he should have tried to understand why I was returning, so that he could really make a bigger impact! Well, he didn't. And in the process, he had no idea I actually wanted to buy a much more expensive item, that SW had in their inventory, he could have really understood his job and helped me get to where I needed, but he decided to go silent, probably took the return as an offense. That's where sales people fail, they do not ask more questions, don't try to understand why it didn't work, don't try to understand me as a client and how I could be in a better place with a different piece of gear. He just decided to go quiet, and not only lost the sale (which was double what I had paid initially), it lost a client. All because of his lack of interest and no interest in listening to the client, and asking probing questions.

Too bad, I thought SW had something going, and I was WOWed initially. But then their inexperienced sales person managed to make the situation worst, and had me go to the competition, spend money that could have been theirs...

I am still trying to get feedback on my return, the bass was delivered to SW and I sent an email asking for feedback but guess what... he still hasn't answered me.

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6:29 pm EDT

Sweetwater Sound order # l231379356

The order was placed at 7:25 PM on Wednesday 10/24/18. Signature required. The items were supposed to arrive on Friday 10/26/28. As of Sunday 10/28/18 the items had not arrived. I expressed in an email to Wayne Wildman on Sunday regarding the non delivery. He responded Monday in an email that he was sorry for the delay and that he needed to clear up some info with me over the phone. We talked and all Wayne clarified was the address and signature required. Which is ridiculous. It's obvious someone screwed up. I was supposed to be kept it the loop regarding delivery. Not lack of delivery. This is extremely unprofessional. Wayne said I should get it in a couple of days. I am not the one that screwed up. He didn't even says the items would be shipped overnight. I am beside myself. This is the first time purchasing something from you. This is how new customers are treated.

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8:15 pm EDT

Sweetwater Sound sweetwater employees lie

Mar/29-31st 2018
Purchased Epiphone guitar and cockfight plus wah pedal.
I do not have a product invoice number I never got one.
i attempted to create a account every time i do the web site tells me my password is incorrect. I have attempted 5 times the exact way the site says to do it. Each time it basically says I am wrong. Secondly, sweetwater stopped my order claiming the company can not accept pre-paid credit cards. I have told sweetwater over 8 times My credit card is a bank mastercharge card. The
employees of sweet water are disrespectful, inconsiderate and do not care about their customers. Its funny! I never have a problem with guitar center or musicians friend! With this kind of scamming I will never buy anything from sweetwater ever again. Sweetwater does not care about resolving issues or how they treat customers.
Either resolve your account creating issue or refund My federal funds immediately. Chief Redelk Ironhorse Thomas Cree Nation Federal Law
Enforcement Bureau.
[protected]@mail.com

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6:25 am EST

Sweetwater Sound Horrible

I paid for their premium service and thought I would be an exclusion, that it would protect me from all of the awkward situations that are described in reviews. But no, the premium account doesn't give you absolutely anything and it's a total waste of money. Yes, they will be nice to you unless you got into trouble with your order. They will leave you on your own and stop answering your questions. I will definitely not renew my membership and will never buy anything from them anymore.

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4:24 am EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
Sweetwater Sound has left an official reply on this complaint.

Sweetwater Sound their customer service is awful

They definitely could be better if they really cared. They could have recruited more people to work at their so-called customer service department. Because once a problem occurs it makes impossible to contact absolutely anyone. The line is always busy, but I don't believe it's overwhelmed by customers' calls. It just cannot be true.
So I have been trying to cancel my order for three weeks. And no, they haven't shipped it yet, so I have enough time to cancel. That what I thought. In fact, contacting them is hard.
I don't know what to do. They have my money I would like to refund...

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7:41 am EDT

Sweetwater Sound not in stock

I have ordered phosphor guitar strings from Sweetwater website and before I made my order I contacted these guys and asked if the strings I wanted to buy were in stock. Their rep assured me they were, so I made my order.
About two weeks later they contacted me and asked me to pick something else. They said that their rep made a mistake and that my strings were not in stock for a long time. I refused and demanded my money back, soon I got my refund.
Very unprofessional. These guys only wasted my time!

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1:09 am EDT

Sweetwater Sound extremely unprofessional

I have ordered from Sweetwater several times and everything was fine. They deliver very fast and products are really good, but Sweetwater is quite a risky business to deal with.
In case of any issues they don't want to do anything to fix the problem. When I wanted to get a replacement they said that I need to live a message and they will see what they can do. They never contacted me back and then just stopped replying.
So it's like 50/50. They are not bad but very unprofessional and there is no way you could ever get a refund.

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user1918165
, US
Sep 28, 2018 9:12 pm EDT

sweetwater comin out the back door

U
U
user1918165
, US
Sep 28, 2018 9:10 pm EDT

retard its a music store not dental

ComplaintsBoard
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2:53 am EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Sweetwater Sound fradulent credit card purchase

pastor robert leon *aka; informed my sister in california ( a parishioner) that he would give her cash to get her teeth fixed if she could make a purchase on my mothers credit card. there was no amount given., and after the charge was made to my moms card, my sister was not given the money, and the charge was for $6000. my family has been paying the bill for 9 months, and my sister attempted suicide, and is now on life support because of the stress.
my mother has a copy of this charge on her credit card, and if needed, can provide printed proof.

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Bill525
ind, US
Jan 22, 2010 1:36 pm EST

Why is this a complaint against Sweetwater Sound? Your complaint is against the person Leon who used the card and "tricked" your sister.

ComplaintsBoard
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11:55 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Featured review
This review was chosen algorithmically as the most valued customer feedback.

Sweetwater Sound - defective hh jaguar

see "ripoff" website. i posted reason why my hh jaguar was a "used defective" guitar. this company does NOT care about their customers.

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Phone numbers

1800 222 4700 1800 222 4701 More phone numbers

Website

www.sweetwater.com

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