A wholeheartedly disappointing service I’ll admit I could have been a better customer in this situation but I’m just so disgusted by the lack of manners / professionalism from Sean at Sweetwater. Tried ordering something while in the US. They sent an unclear email asking me to agree to their terms like 5 paragraphs into the email. I didn’t see it and they didn’t follow up so I checked in 2 weeks later to be told they hadn’t accepted the order as I hadn’t responded. I then responded and they took another week to charge my card which didn’t go through. By then I had to leave the US and they then cancelled the order as I took 11 days to respond to their declined payment email. All of this was fine but the email I got in response was the rudest I’ve experienced dealing with a service / sales agent. How do you expect to be a sales agent when you talk to customers this way. As someone who works in service I know how important it is to be understanding of the customer and the agent both but in this case I’m just so put off by this. I would feel ashamed to send a customer a response like this.

I have been dealing with Sweetwater for over ten years! I have been dealing with Sweetwater for over ten years and I am always extra pleased with everything purchased from them. The quality of my small amplifiers and microphones to the stands for my music - the help over the phone and follow-ups - and the candy! Thank you so much!

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.

An overall great experience. Great customer service, value, and products. I purchased an amp, among other items. Overall, a great experience.

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.