Done with Sweetwater

[minddrain]

After many bad customer service experiences, my last item was defective. They have been unresponsive and just difficult. I just canceled an order for a guitar and they were like, okay see ya. Now I have to wait 1-2 weeks for them to process the return of the item so that I can cancel my credit card.

From whom do y’all purchase guitars?

 

[MoeTown1986]

If not the used market, sweetwater.

 

[Coolhandjjl]

Not typical Sweetwater behavior. They are the industry standard for customer service. Perhaps something major in their company has changed recently?

Why do you have to cancel your cc?

 

[Gorn]

I've heard of their stellar customer service for years. Then I learned for myself that that means a lot of people are apparently impressed by monthly solicitation calls and a "personal" sales rep. They're no better or worse at customer service than any of the big online retailers. Buy from any reputable website with a phone number and a return policy. None of them are special.

 

[FunkHead]

This is very very uncommon to hear about Sweetwater.

Seriously, Get another person on the phone and report the rep that is jacking you around.

 

[mapleglo]

I've had two different reps at Sweetwater. The second one was assigned to me because the first did not meet my needs. The second one also fell short. I've had much better service from Musician's friend. They worked with me on prices better than Sweetwater, and don't charge me extra for shipping. Additionally, I get points from MF for each purchase, which i can use to reduce the prices even further. I've totally given up on Sweetwater, even after spending thousands of dollars there.

 

[Killed_by_Death]

I was done with them when they kept calling me, even after I asked them to stop.
Every time a new guy got hold of my number, I'd get a call. Eventually it stopped. Their catalogs took a while to stop as well, after multiple requests.
They're still the ONE for weight listings, however. Anything over $300 has the weight, which is a huge benefit IMHO.

Buy used from Sam Ash, they sometimes list the weight, but most of the time not.
If you call GC about a used item, they will weigh it for you, but their scales can be wonky IME.

What sort of diploma do you suppose "Sales Engineers" have?

 

[mapleglo]

Yeah, the calls were annoying, but they haven't call me for a while since I asked them several times to stop.

 

[Coolhandjjl]

The above are all great replies. No one is perfect and there’s many companies available today to suit just about anyone’s needs. It’s a buyer’s market and people vote with their pocketbooks.
MF, Wildwood, POTR seem to come up as forum favorites as well. But there’s hundreds of retailers out there to choose from.

Still curious about why the OP needs to cancel his cc.

 

[theduke1]

I’ve used Sweetwater for several years with no complaints on my part
Duke

 

[Cave Puppy]

That report is highly unusual of Sweetwater. I've had very few issues with them and have purchased extensively from them, including free shipping. Musician's Friend, for me, has been awful. I'm sure some buyers get on SW's dookie list for one reason or another and you may be on that list. I was flagged at Sweetwater awhile ago for too many returns so I've changed my buying patterns with them (promotional interest free financing can be hard to pass up). They're not a musical instrument rental company, after all. Sorry to hear about your experience.

 

[Gizmot]

Sweetwater will absolutely do whatever is necessary to make certain that you're satisfied. I'd call, ask for the sales manager and describe your problem - I bet it will be rectified.

 

[AndyPanda]

I've heard of their stellar customer service for years. Then I learned for myself that that means a lot of people are apparently impressed by monthly solicitation calls and a "personal" sales rep. They're no better or worst at customer service than any of the big online retailers. Buy from any reputable website with a phone number and a return policy. None of them are special.

I simply asked them to not call me any more and they were polite about it and haven't called since (that was over 3 years ago) and I continue to buy from them.

 

[peter nicholas]

After many bad customer service experiences, my last item was defective. They have been unresponsive and just difficult. I just canceled an order for a guitar and they were like, okay see ya. Now I have to wait 1-2 weeks for them to process the return of the item so that I can cancel my credit card.

From whom do y’all purchase guitars?

i've bought a *lot* of stuff from sweetwater over the years and never had any problem. in fact, they've even helped me out with stuff that was out of warranty. the experience you describe is difficult to believe. do you work for a competitor?

 

[Cheez]

Yea. I could barely get them to STOP calling me to confirm my "experience" went well. And they gave me candy!

 

[Alkali Ike]

I simply asked them to not call me any more and they were polite about it and haven't called since (that was over 3 years ago) and I continue to buy from them.

This for me too.

 

[buldog5151bass]

My only issue with Sweetwater is that they are less likely to offer a discount than some others. But if you call, rather than email, they are willing to do so. I get occasional emails when a rep leaves, but that's it. They also are more likely to give personal service - tell you about the actual instrument, photos of the actual instrument. They will also go back and look if there is something in particular you looking for.

But what is unusual about them waiting for the instrument to get there to process the cancellation? Did you call or just email?

 

[Kriegs]

I’ve used Sweetwater for several years with no complaints on my part

Same here. In fact, they went over and above a couple of times. Once on price reduction: 30% off because I called about a bass and while looking at it for me, the rep noticed that it had a 'ding' on it. To this day, I still can't find that ding, but I'm not sending them back their $400 The second time was dealing with a defective cord that came with an item. They sent several replacement parts, including a whole new 12 cable snake because I thought there was an issue with a component and they wanted to cover all the bases in one shot rather than have be trying part after part to troubleshoot. It turned out to be one of the individual cords on the snake. I offered to send everything else back ($500 worth of parts) and they told me to go ahead an keep them

I was done with them when they kept calling me, even after I asked them to stop.

Yeah, the calls were annoying, but they haven't call me for a while since I asked them several times to stop.

I was asked once, the first time I'd ever called to order something, "Would you like to be on our call list?". I replied, "No thanks." I've never received an unsolicited call from them in 5+ years.

Just my experiences, of course as always, your mileage and experiences may vary

 

[Cave Puppy]

My only issue with Sweetwater is that they are less likely to offer a discount than some others.

I heard from them that no discounting pays for their 50 point inspection, free shipping, support after the sale, and their extended warranties above and beyond manufacturer's warranties. I've had SOME discounts at SW but not enough to really make a difference.

 

[Joe Nerve]

As if we didn't know I was going to show up here .....

I no longer have anything bad to say about Sweetwater, but will forever (well, as long as I keep having the experiences I have with them) give a plug for Musiciansfriend.

They run 10 to 20% sales pretty much every week (you HAVE to call to take advantage of them though, they don't register with online orders), and they have a Backstage Pass program that gets an additional 8% back on all purchases. I've gotten 23 to 28% off of everything I ever purchased at Musiciansfriend with that, and I've purchased lots. Much more than most, even on Talkbass .

The gear I get is the same as the gear anywhere else, and sorry but I have to say.... I DID get defective gear from Sweetwater once. Supposedly after their 50 point check, too. The bridge on my Fender Bass VI rattled and buzzed... I thought it was an easy fix (I was wrong) and waited too long to see if they'd exchange it, but yeah...

Anyhow, yes - I did have a few purchases that needed to be returned at MF too, but it was always completely hassle free. I called, they sent a UPS label, and I returned the gear. No questions asked. A few times I ordered a replacement they sent immediately, and then got my refund once they received the defective purchase.

I don't want or need anyone calling me or advising me on my bass purchases. If someone likes that treatment and feels the need for it, then by all means do what makes you happy. I am always shopping for best price, and Sweetwater would never match the price I paid at MF. For the same exact gear.

Last purchase for me was an American Performer Mustang.

Price if I purchased at Sweetwater: $1199.99

Price paid at Musiciansfriend including 8% back: $924.00
​

It was right before the new tax laws.