Due to repeated unsatisfactory experiences with Sweetwater and multiple reps, I will never make a major purchase with them again. In my experience they offer less value than other online retailers.
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Done with Sweetwater
- Thread starter minddrain
- Start date
For inquiring minds...
I talked a bit with Sweetwater today regarding being "banned" at Sweetwater.
It appears to generally cover three (3) areas:
(a) abuse of employees
(b) abuse of returns (i.e. Always returning/renting)
(c) for a customers own good.
The last one sounds strange, but G.A.S. is a real condition and some people end up spending outrageous amounts on return shipping. Kinda like loosing at gambling or drinking too much. You are cut-off for your own good
Always returning turns into a situation due to being an abuser of a policy that exists to help most customers in a situation inherent in the business model. If a customer never keeps anything it could be better that they deal locally to be able to play for hours in the store and make a well informed decision without the need to return everything they buy. (This is becoming more standard across retail in charging restocking fees or limiting returns, generally.)
Finally, abuse of an employee is self explanatory for civilized people.
Restocking fees can be assessed when gear is not returned in expected condition. (i.e. you take a chisel to a guitar and now want to return it or the $16,000 guitar you ordered with your initials on it and you don't like it.ect.)
It can happen, it does happen and has happened, but not to most customers.
Sweetwater seems to be between the lines on the highway IMHO.
I talked a bit with Sweetwater today regarding being "banned" at Sweetwater.
It appears to generally cover three (3) areas:
(a) abuse of employees
(b) abuse of returns (i.e. Always returning/renting)
(c) for a customers own good.
The last one sounds strange, but G.A.S. is a real condition and some people end up spending outrageous amounts on return shipping. Kinda like loosing at gambling or drinking too much. You are cut-off for your own good
Always returning turns into a situation due to being an abuser of a policy that exists to help most customers in a situation inherent in the business model. If a customer never keeps anything it could be better that they deal locally to be able to play for hours in the store and make a well informed decision without the need to return everything they buy. (This is becoming more standard across retail in charging restocking fees or limiting returns, generally.)
Finally, abuse of an employee is self explanatory for civilized people.
Restocking fees can be assessed when gear is not returned in expected condition. (i.e. you take a chisel to a guitar and now want to return it or the $16,000 guitar you ordered with your initials on it and you don't like it.ect.)
It can happen, it does happen and has happened, but not to most customers.
Sweetwater seems to be between the lines on the highway IMHO.
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Yeah I find it odd that the positive comments have specific details around why the experiences were positive… the negative comments generally lack details, making them a bit ambiguous.For inquiring minds...
I talked a bit with Sweetwater today regarding being "banned" at Sweetwater.
It appears to generally cover three (3) areas:
(a) abuse of employees
(b) abuse of returns (i.e. Always returning/renting)
(c) for a customers own good.
The last one sounds strange, but G.A.S. is a real condition and some people end up spending outrageous amounts on return shipping. Kinda like loosing at gambling or drinking too much. You are cut-off for your own good
Always returning turns into a situation due to being an abuser of a policy that exists to help most customers in a situation inherent in the business model. If a customer never keeps anything it could be better that they deal locally to be able to play for hours in the store and make a well informed decision without the need to return everything they buy. (This is becoming more standard across retail in charging restocking fees or limiting returns, generally.)
Finally, abuse of an employee is self explanatory for civilized people.
Restocking fees can be assessed when gear is not returned in expected condition. (i.e. you take a chisel to a guitar and now want to return it or the $16,000 guitar you ordered with your initials on it and you don't like it.ect.)
It can happen, it does happen and has happened, but not to most customers.
Sweetwater seems to be between the lines on the highway IMHO.
There was never any abuse as I treat people with respect and courtesy. I think they just did it because I had returned some cabs and a bass but that engineer nonsense is just that. Nonsense. They're not engineers and never had the experience you all have which sounds like personal gear chauffeurs.
It was for the best because now I realize it's better to deal with Guitar Center where I can return the gear with any issues myself or deal with Zzounds who don't dress up their customer service.
It was for the best because now I realize it's better to deal with Guitar Center where I can return the gear with any issues myself or deal with Zzounds who don't dress up their customer service.
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Maybe some refrain from airing dirty laundry. Or, maybe some choose not to spend good energy dredging negative detail. Last, some still believe that discretion is the better for of valor, especially when the negatives far outweigh the positive.
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I thought that for those who didn't know - this is where SWEETWATER started out from, by a guy who still runs the company and is expanding business.
I do business with a bunch of stores including selling a cabinet the other day to GC and talked with the Bass player I was working with for a while and exchanged pics of instruments. I purchased a pickup from a local shop I've done business with starting in 1986, just made a sweet buy from the TalkBass Classifieds from a totally cool dude and ordered a custom out of production pedal from an exceptional TB guru. And am doing an exchange with Sweetwater on my 0% Gear Card.
Live and learn!
I do business with a bunch of stores including selling a cabinet the other day to GC and talked with the Bass player I was working with for a while and exchanged pics of instruments. I purchased a pickup from a local shop I've done business with starting in 1986, just made a sweet buy from the TalkBass Classifieds from a totally cool dude and ordered a custom out of production pedal from an exceptional TB guru. And am doing an exchange with Sweetwater on my 0% Gear Card.
Live and learn!
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My experiences with Sweetwater have all been good, but I've never ordered an instrument from them. I've bought a couple amps, and gasketed storage boxes for those amps and it's always been painless and at 10% off. I ask and they say no prob. I also asked them to not call me and they never have. I get an email within 24 hours if I browse and put something in their cart but don't pull the trigger, and it's always along the lines of "if you have any questions, reach out" kind of thing.
I bought an open box FSR black on black Mustang that was a GC/MF exclusive, from MF over the phone. It took the better part of a day and looking at photos of the two remaining examples of that bass they had in inventory, hanging on walls of GC stores in NC and VA. The discount was enough to cover a nifty Fender gig bag, and the bass and bag still came in for less than a NIB bass by itself would have been, even though there were no more NIB examples to purchase. I told the guy what I wanted and he said they didn't have any more new ones, then offered to check stock and see what he could do about getting an open box deal if they still inventory in the field. He called me back about an hour later to get an email address for the GC stores to send photos of the basses they had, Both were clean and shiny bright, with the plastic still on the guard and machine head paddles. I picked the one with the least amount of smudging, called my rep back, paid him and waited for my bass. The gig bag made it in two days and the bass arrived the day after. I'm a satisfied customer of both Sweetwater and Musician's Friend.
I bought an open box FSR black on black Mustang that was a GC/MF exclusive, from MF over the phone. It took the better part of a day and looking at photos of the two remaining examples of that bass they had in inventory, hanging on walls of GC stores in NC and VA. The discount was enough to cover a nifty Fender gig bag, and the bass and bag still came in for less than a NIB bass by itself would have been, even though there were no more NIB examples to purchase. I told the guy what I wanted and he said they didn't have any more new ones, then offered to check stock and see what he could do about getting an open box deal if they still inventory in the field. He called me back about an hour later to get an email address for the GC stores to send photos of the basses they had, Both were clean and shiny bright, with the plastic still on the guard and machine head paddles. I picked the one with the least amount of smudging, called my rep back, paid him and waited for my bass. The gig bag made it in two days and the bass arrived the day after. I'm a satisfied customer of both Sweetwater and Musician's Friend.
Man my SW rep ghosted me and made me lose a demo product I was buying! I agreed in email to buy it Friday night, it sold sometime over the weekend to someone else. Monday comes around and nothing until the email comes through “oh sorry someone else bought it over the weekend!”. After I had already agreed on a price and asked for an invoice to pay Friday night…. Ridiculous.
I’m a bit surprised. Ask the rep if he will sell you a new one at that price. I know some reps have done that. If the rep won’t help, and if you really want the item, you could try going above the rep and ask for the same thing. They would probably do that so long as it’s a currently stocked item. They want high customer retention.
- Oct 7, 2000
- 18,619
- 38,939
- Disclosures
- Endorsing artist: Musicman basses
My rep must be a complete idiot then. I told him more than once that all I was interested in was the best price, and he never once matched what MF would give me. "We can't do that." --- pretty sure they can.
Bad move on their part as I'm confident (though not proud) that I spend a LOT more than most in online instrument purchases. Over the past 20 years I've bought at least 50 basses, at least a dozen keyboards and synths, combos, heads, speaker cabs... bought lots of effects, interfaces and software too. Even bought electronic drums. My GAS isn't picky
. Maybe they should include an option to "click here," if you'd like to change reps? I hear lots of people talking about getting great deals, and I've yet to get my guy to budge even once. I'll add that that's even with having spent close to $10,000 there since my first purchase in the late 80s.
Well, sounds like he blew it with you. You might want to let management know so it doesn’t happen to others. There are other sellers out there. Not a fan of GC/MF for reasons similar to yours. I’ve had good experiences with AMS, Chicago Music Exchange, Zzounds…and others.My rep must be a complete idiot then. I told him more than once that all I was interested in was the best price, and he never once matched what MF would give me. "We can't do that." --- pretty sure they can.
Bad move on their part as I'm confident (though not proud) that I spend a LOT more than most in online instrument purchases. Over the past 20 years I've bought at least 50 basses, at least a dozen keyboards and synths, combos, heads, speaker cabs... bought lots of effects, interfaces and software too. Even bought electronic drums. My GAS isn't picky
Maybe they should include an option to "click here," if you'd like to change reps? I hear lots of people talking about getting great deals, and I've yet to get my guy to budge even once. I'll add that that's even with having spent close to $10,000 there since my first purchase in the late 80s.
I've had good experiences dealing with Sweetwater. I've managed to get returns for bum products (Voodoo Labs and a couple of mis-build PRS baritone guitars mid-pandemic) with expediency and courtesy. None of the trouble was with them or their service. Fast shipping. Responsive communication. No problammo. The only problems I have had of late are related to their shipper of choice FedEx. The Mesa Subway 215 cab I ordered looked as if it had been rolled down a flight of cement steps and looked bad enough that I started taking photos and videos before I even touched the box. Lucking the contents were in great shape. Most recently, I had a Gibraltar drum rack showing up and made certain to be home and inform everyone in the house to keep an eye out to help a delivery driver carry a few big, heavy-ish boxes. The driver took it upon himself to not knock or ring the bell, leave the boxes in the driveway 25' from the front door in the rain and forge a signature verifying it had been received by a resident. The icing on the cake was that enough of the parts inside the wet, damaged boxes were dented and dinged up enough that I couldn't even build the rack with the undamaged balance of tidbits. Totally uncool on all counts.
Generally, my Sweetwater stuff shows up in really good shape: well packaged and with at least one Bit o-Honey somewhere to be found. After the last to dropped balls, I'm curious to know if UPS could be substituted for FedEx with the free shipping option. Otherwise, it may well be the end of free Bits o' Honey for me to avoid dealing with documenting damage and dealing with unnecessary returns. Sweetwater is sweet. FedEx...not so much.
Generally, my Sweetwater stuff shows up in really good shape: well packaged and with at least one Bit o-Honey somewhere to be found. After the last to dropped balls, I'm curious to know if UPS could be substituted for FedEx with the free shipping option. Otherwise, it may well be the end of free Bits o' Honey for me to avoid dealing with documenting damage and dealing with unnecessary returns. Sweetwater is sweet. FedEx...not so much.
Cave Puppy
"Humph Bo, he's wond!" - John Lennon
You certainly can ask for an alternative shipper than FedEx (I’ve done it several times at SW). They should oblige. You can also get your stuff from SW shipped to a FedEx office as well, or wherever you want it. I’ve had no problem asking and them obliging. If you just order online, you have a choice of shippers.
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It was Friday afternoon back and forth communicating. Hey I’m interested in X, can you get a better price? Sure price is X! Ok great send me an invoice! All within 5 minutes of each other.
Nothing…..
Sold to someone else….
Just seems kind of unprofessional.
I have been a customer of Sweetwater for a decade (this coming August) and in all that time, I have made 3 (new) purchases from other places. All were not available from Sweetwater (one was an instance where they weren't willing to match the price).
All three times, there were issues with the purchases. One, a guitar came to me cracked. It's a lighter body/lighter wood and I wasn't surprised. What surprised me was being ghosted by the rep and when he finally returned my phone calls (six weeks later), his excuse was he was at a funeral. FOR SIX WEEKS?!?!?!?!
One, the item was being discontinued. The rep knew it was being discontinued and neither the website or the rep told me it was a close-out sale (I avoid those like the plague). The gear (Alesis DM7-X) was garbage and could not be returned.
The third time, wasn't a horrible experience except the four weeks it took them (not my bank) to process my return on a bass which came to me, dented.
By contrast, I once bought a five-string bass from Sweetwater and I couldn't reach the 24th fret. I returned it with no questions asked. Once the return got to them, it took two business days to process the return (their part of it).
My last (big) purchase from Sweetwater, I told my sales engineer, flat-out: "I'll buy it, but I want 20% off." He didn't skip a beat and okayed the deal.
I have noticed a bit of a slipping since Chuck sold/left the company. If the slide continues, I may find myself on the other side of the fence, but for now, if I need new gear, Sweetwater will be my first and last stop.
All three times, there were issues with the purchases. One, a guitar came to me cracked. It's a lighter body/lighter wood and I wasn't surprised. What surprised me was being ghosted by the rep and when he finally returned my phone calls (six weeks later), his excuse was he was at a funeral. FOR SIX WEEKS?!?!?!?!
One, the item was being discontinued. The rep knew it was being discontinued and neither the website or the rep told me it was a close-out sale (I avoid those like the plague). The gear (Alesis DM7-X) was garbage and could not be returned.
The third time, wasn't a horrible experience except the four weeks it took them (not my bank) to process my return on a bass which came to me, dented.
By contrast, I once bought a five-string bass from Sweetwater and I couldn't reach the 24th fret. I returned it with no questions asked. Once the return got to them, it took two business days to process the return (their part of it).
My last (big) purchase from Sweetwater, I told my sales engineer, flat-out: "I'll buy it, but I want 20% off." He didn't skip a beat and okayed the deal.
I have noticed a bit of a slipping since Chuck sold/left the company. If the slide continues, I may find myself on the other side of the fence, but for now, if I need new gear, Sweetwater will be my first and last stop.
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Over here scratching my head because I'm just now realizing that you can haggle prices with the sales engineers??? 
