I have never left a bad review for a… I have never left a bad review for a company, I understand things happen…but after this experience I feel the need to warn other customers. Sweetwater does not allow reviews on for certain sites a reason. Super friendly customer service, until there is an issue. Ordered a very high end saxophone on a Monday afternoon and explained it was needed urgently for a recording on Friday, and was promised it would ship right away and be delivered by Wed, received receipt thought I was good to go. I was then notified there was an issue with credit card number which I remedied at 9 am on Tuesday and was assured that it would still ship out that day for delivery on Wed and was promised I would receive a shipping confirmation soon. I didn’t receive notification, so I called again Wed morning and spoke to a manager and was told again there was an issue with credit card in their system (even though I could see and verify on my end that the payment was accepted and charged to my cc). At this point I should have cancelled the transaction and gone somewhere else, but I was promised it would be shipped priority and get to me by Thursday morning. All day Wed I looked for shipping confirmation and called back at 4:30 and spoke to Chandler (a client issue specialist) who was polite, yet not helpful and very condescending. I explained the urgency and asked if I could speak to her manager and she said “no, they left for the day”. I asked if she could contact shipping and see what the delay was and she told me “no, it would disrupt them and further delay the process and that it was a high end product, they don’t just throw it in a box and ship it”. I told her I didn’t trust that it would be shipped and she said to let her know if I wanted to cancel order. I asked why I haven’t received a notice that a shipping label was created yet, she couldn’t say why, stating her involvement in this only started at noon today so it wasn’t her issue - she was not helpful at all and in my opinion made this situation worse. As of now, fedex label was created at 7:47 pm on Wed night and still hasn’t been picked up by fed ex. I am beyond frustrated with this company and wish I would have never trusted them to handle such an important and expensive purchase.

_THE_ place to purchase music gear Thanks to a dedicated sales team who knows me now and some of the best prices, I have no reason to shop anywhere besides Sweetwater. They help me make my choice and then back what they sell.

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!!

Ian Haas = a great experience I've purchased my last two guitars from Ian Haas, with one more in the pipeline. I also just purchased a Boss Katana amp. Ian makes the process enjoyable and fun, more like chatting with a friend rather than a salesperson. I'm not a high volume buyer, but Ian and Sweetwater have my loyalty. I can't imagine shopping anywhere else.

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.