Amazing customer service!! May of 2022 I bought a 14 channel powered mixer from Sweetwater. It was a great purchase and it has worked perfectly for me to mic my drum kit. However, earlier this month the left output just suddenly stopped working. I inspected cables but couldn't find the problem. So, I called my sales engineer (Ian Lemberg) to see what could be done. He hooked me up with an equipment technician who guided me in troubleshooting the problem. In the end, he said it was in the mixer and said since it was still under warranty they were going to FedEx a replacement right away. And...not to worry about sending the broke one back. In just a few days the new one arrived and I was back up and running!! Wow!! I just can't believe the level of customer service from Sweetwater. A special thumbs up goes to my sales engineer (Ian Lemberg) and the equipment technicians. All my music equipment needs will first go to Sweetwater!! Also, Sweetwater will assign a sales engineer to you on your first purchase. This sales engineer will follow up with you on your purchase and all other future purchases. These sales reps are very helpful! They will call and talk to you about the equipment you bought, help with questions you may have about other equipment needs and will get to know you personally and don't hesitate to to discuss anything about your musical journey or anything else. It's a completely unexpected feature from this company!!

I've been a customer for decades. Never again. I recently purchased an Empirical Labs EL-9 from Sweetwater. After very clearly specifying where I wanted this not-exactly-cheap unit shipped -- and despite having a shipping address on file I've been using for about 5 years -- somehow, SWS still sent this to the wrong place. I didn't find this out until the tracking info revealed the destination city. In a frantic effort to stop this from being delivered, I contacted my sales engineer -- no response. Then I reached out to SWS through the website's contact form. Here are the highlights from the response I finally got: "Sorry about the incorrect address. Probably the best way that you’d be able to get the package rerouted would be to contact FedEx about the order yourself," And if the delivery "occurs"... "The best course of action at [this] point would be to go to the address to recover the package if that’s possible." I finally CC'd this thread to the Director of Customer Experience, at which point SWS finally took the initiative to fix this and re-ship it. Never heard a peep after this point. I'm done here -- Sweetwater has lost a customer. P.S., I attempted to leave this on their own site, but they seem to filter negative reviews from product profiles. Explains a few things... P.P.S., I guess they now ignore negative reviews elsewhere as well.

Great customer service reps I had a bit of a mishap with an order that got hit with a ~30% customs fee importing a set of speakers from sweetwater Into Canada. I ended up having to refuse the packaged due to the exceedingly high duty. At first I had though this was a total loss, but after reaching out to sweetwater i have nothing but good things to say about their customer service team. If you live in Canada, inquire about customs fees prior to ordering but rest assured their customer service is top notch.

Regular string order Regular string order. Sweetwater’s prices are competitive, but where they stand out is on customer service. Even on something as minimal as guitar strings, I get follow-up calls when they ship, and again after delivery to make sure everything’s cool. Nobody else does that. So even if the price is a dollar or two higher (usually not), it’s worth it for the support. Never regretted buying from them.

Sweetwater - Joel McCann Joel McCann, from Sweetwater, was awesome with going over my questions with the product, then keeping me informed throughout the purchase of my new gear until I received it exactly when they said it would arrive. Then Joel followed up a few days later making sure my new gear was working well, and meeting my expectations. Great job!!