ComplaintsforSweetwater

• Initial Complaint

  05/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Placed an order on 01/03/2024 at SWEETWATER 5501 US-30, ******************* ***** or # (********) for $985.47 and was not told until order was placed that no bonus bucks were given on a special order, and they would not let me cancel the order after it was placed. I ask for my bonus bucks to be given for my order. I did a review of their customer service on their FB page and was blocked for their page.

  

  Business response

  05/28/2024

  Hello,

  Thanks for submitting your review and I'm very sorry for everything that has happened. It appears that a few folks on our experience team have tried to reach *******, but have not been successful. We also received an email from ******* in February with the following message:

  "I had the points on Musicians Friend mixed up with bonus bucks. My fault! I should have asked before I made the special order, I just assumed to get bonus bucks which I confused with points. I need to close my account with **********************. Thank you."

  Regardless, we apologize for any confusion. Typically, Bonus Bucks work differently then other "points" programs that other retailers offer. Bonus bucks are essentially cash that can be used on a future purchase, which is typically part of a special promotion being run at that time. We would be happy to make a one time exception and offer a bonus bucks gift card to be used on a future purchase, but we're not clear on how many bonus bucks ******* is expecting since there was not a promotion running at the time of purchase for this item. Please let me know what would be considered acceptable and we will review.

  Sorry again for the trouble, and we look forward to hearing back!

  Thanks,

  
  
  *************************
  Director of Customer Experience
  Office: ************ 1046
  ****************************************

  Customer response

  05/29/2024

   I am rejecting this response because: I was blocked from the Sweetwater FB page after I did a review of their customer service, and no one tried to reach out to me, I was blocked. I would like to receive $50 in bonus bucks because *********************** did not tell me until after the order was placed that no points/Bonus bucks were not applicable to a special order, I would have not made this order with Sweetwater if I knew before that I would not get bonus bucks. I always receive points on every order that I place with Musicians Friend.   

   

  
  

  

  Business response

  05/29/2024

  Hi *******,

  Sorry again for all of the trouble. I will investigate what happened with ******** and your review. I'm not sure why it would have been removed. Regardless, I'm happy to set up $50 of bonus bucks for you that can be used on a future purchase. Simply confirm your email address and I'll send the gift card over.

  Thanks,

  ******

  Customer response

  05/30/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  

  Thank you.

  Please do check to see why that I am blocked from the Sweetwater FB page,

  My FB profile is facebook.com/*******.robertspercussionist

  ********************************************; (Percussionist)

  My email: ********************

  Thank you, *****************************

  Customer response

  06/06/2024

  Hello,
   As of today, I have not received the bonus bucks or an explanation of why that I was blocked from the Sweetwater FB page.
  (Complaint # ********)
  Thank you,
  ***************************; 
  

  
  

  

  Business response

  06/10/2024

  *******,

  Thanks for your note. Per my last message, I simply need to confirm your email address to send the bonus bucks. Please confirm and I'll take care of it (also, feel free to email me at ****************************************)

  ******

  Customer response

  06/10/2024

  I did confirm my email address in the last message:MESSAGE FROM CONSUMER:
  
   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  Thank you.
  Please do check to see why that I am blocked from the Sweetwater FB page,
  My FB profile is facebook.com/*******.robertspercussionist
  ********************************************; (Percussionist)
  My email: ********************
  Thank you, *****************************

  Again my email is: ********************

  Also I need to know why that I was blocked from the Sweetwater FB page.

  Thank you, *****************************

  
  

  

  Business response

  06/10/2024

  We've responded directly to the consumer and he's indicated that this is resolved to his satisfaction.

• Initial Complaint

  04/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called Sweetwater Sound and spoke with one of their sales reps ***** on November of 2023. I specifically called them because I was expecting better results than if I did a search for a baritone guitar case on my own. I made it clear that I was looking for a case for a ************************* Bass VI copy. ***** recommended a case and even mentioned he owned a Bass VI, which made me trust him. Once it arrived, I made it clear to Sweetwater that the case did not fit my instrument properly. ***** responded by sending me a return label and an explanation that I could buy inserts to make up for the issues of the guitar not fitting in the case. I mistakenly trusted him yet again and chose not to return the case and search for inserts later on. A few months passed and I decided to start searching for inserts, only to realize these inserts dont exist. I have completely lost trust with this company when it comes to buying instrument cases. They provide outdated/incorrect resources to their employees and it should be looked into by the BBB.

  

  Business response

  05/07/2024

  Hello,

  We're so sorry for the poor experience. We take this very seriously and we'll be diving in to see how we can better. We've been in touch with the customer and are working to resolve this now by providing a full and complete refund for the case in question.

  Thanks,

  
  
  *************************
  Director of Customer Experience
  Office: ************ 1046
  ****************************************

  Customer response

  05/15/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  

  Thank you.

• Initial Complaint

  04/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My credit card was involved in fraud activity in 2/17/2024. Multiple transactions occurred and one of them was sweetwater ($436.41). I reported to my bank. They closed the card and activated a fraud claim. I was confused because i recieved a notification from my *** account that an item is being shipped to my address from sweetwater. I contacted sweetwater as well and they informed me this is a new kind of fraud activity where the fraudster orders an item to my address and redirects the item last minute. The agent sounded very empathetic, but at that time they couldn't do anything and asked me to resolve the issue with the bank. The item, however, arrived at our address and because it was delivered, the bank canceled the claim (the resolution letter said the merchant could not refund because the item was delivered to my address). I contacted sweetwater on 3/14 . The agent was understanding about my concern with this fraud activity and refund processing. He said once the item is returned they will refund the charge. I remember him saying "We want our item back and you want your money back, so lets resolve one part of this by returning the item and then figure out the refund issue." The return authorization number is I40356391. The return was completed on 3/18. I have proof of delivery. I waited, but didn't see any refund. I called twice already to see what is going on, but both agents told me the return is complete and the refund was issued. I was worried about getting the refund since the original card was closed. My bank assured me that any refund will be credited to the reissued card. During the last call with sweetwater (3/25), the agent said the return/refund is completed, but he will get back to me with an update after speaking to the charge department. I haven't heard anything back. Please help me resolve this issue because since the return of the item, when I call, all I hear back is everything is completed.

  

  Business response

  04/09/2024

  Hello *****,

  Thanks for reaching out and I'm very sorry for all of the issues. I'm also sorry for the amount of time that it has taken to get things resolved and that we weren't keeping you in better communication as we go through the process. I understand that you spoke to our team yesterday, but also wanted you to know here that a full refund has been issued and those funds should post any day. Regrettably, we were having to fight with the bank to clear up the chargeback, but that is done now, allowing us to issue the refund. 

  Sorry again for the trouble!

  
  
  *************************
  Director of Customer Experience
  Office: ************ 1046
  ****************************************

  Customer response

  04/11/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  

  Thank you.

• Initial Complaint

  03/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Was lied to on 2 different occasions on delivery date to keep me from ordering from Amazon.Promise 2 day and took 7 days. And blame it on a new employee instead of just making it right.

  

  Business response

  03/22/2024

  Hello,

  I've spoken to the customer late yesterday and we've come to a resolution. We believe that this is now resolved. We're deeply sorry for the mistakes that were made in terms of shipping expectations.

  
  
  *************************
  Director of Customer Experience
  Office: ************ 1046
  ****************************************

• Initial Complaint

  03/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ive been dealing with a fraud issue since December 2023 and theres still no resolution. Sweetwater agrees there was fraud and have notified their fraud team, but theyve not done much of anything else to help with removing the charges on the credit card. The sales reps *** seem hesitant to get back to me.In December 2023 I received email confirmations from Sweetwater for software I did not order, totaling $897. The software was delivered to my email address but I did not activate it (because I did not order it).The moment I received the emails I notified Sweetwater that I did not order the software. They ack***ledged that fraud had occurred and said they would reverse the order and the charges.Throughout December they assured me they would reverse the charges and resolve the situation. It wasnt until 1/3/24 that they advised me I had to contact the credit card to ensure the charges were reversed. So I did that and I filed a claim to have the charges reviewed. The credit card company reviewed my claim throughout February and has denied my claim, and they have *** made me liable for the charges that Sweetwater agrees is fraud.I've not activated the software or have done anything to suggest usage. Overall, I did not order the software and I never authorized it. *********** has ack***ledged the fraud repeatedly.Ive asked Sweetwater to process a return or do something to make sure to remove the charges. They agree that fraud has taken place, but *** they wont even get back to me.

  

  Business response

  03/07/2024

  Hello,

  We've been in touch with this customer directly, and have issued refunds for the purchases that were made fraudulently. We've very sorry for the poor experience and agree that the purchases were made fraudulently. While we initially had to handle the transactions being disputed originally, once those were resolved, we were able to issue the refunds. 

  Thanks,

  
  
  *************************
  Director of Customer Experience
  Office: ************ 1046
  ****************************************

  Customer response

  03/07/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  

  Thank you.

• Initial Complaint

  01/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  It is the most horrible experience ever It will be the 1st time and final time purchase from sweetwater I had a order ******** with a Macbook since they have the best price at that time But when i got the macbook THE right side Type C port clearly having issue, it either keep disconnecting and when i connect to monitor it bring the splash screen.then i connect to my old macbook it works fine.I have to contact to their tech support and waiting for a long time and finally they start a Return for me.Then i drop off the return on 12/08/2023 ********* tracking 1Z4472039094119914 Because it is quite expernsive purchase, so i did take a pics for the *** drop off receipt.(already provided to sweetwater)Then the tracking never update since from drop off. I called *** been told might be due to holiday season.But it have not move more than 7 days, I called sweetwater again and they open a investgation with ***.On 01/02/2024 I saw the tracking shows claim has been issued to them So i called ***, *** confirmed they lost the package and issue the reimbursement to sweetwater. So i contact sweetwater again but they keep saying they do not get any update. So i contact *** AGAIN , *** told me i have to let sweetwater account owner to request documentation to get the reimbursement. But sweetwater just keep saying they have to wait for return arrive to issue the refund WTH is going on????, THE *** CONFIRMED they lost the package and already issue the claim Never see this customer service ever

  

  Business response

  02/07/2024

  Hello *****,

  Thanks for reaching out and for sharing your feedback. I'm so sorry for everything that has happened. I understand that *** has located the package and it's now in transit back to us using a ***** label that we've provided. I'm thrilled to hear that the computer has turned up. As soon as we get it here, we'll be sure to get the refund processed. 

  Sorry again for the trouble, and if we can help further, please don't hesitate to reach out.

  Thanks,

  
  
  *************************
  Director of Customer Experience
  Office: ************ 1046
  ****************************************

• Initial Complaint

  01/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a Tascam 24-Tack mixingboard from Sweetwater in April 2023 as a Christmas gift. After the product was opened on Christmas day 2023, the product was plugged in and the switch to turn it on was pressed. However, there was no power. I switched power cables and outlets, still no power. I contacted Sweetwater and was told that the product was still under warranty and for me to call Tascam. I called Tascam and they told me me there wasn't anything I could do except to pay for it to be fixed and that I would need to call Sweetwater again, which I did. I was told by Sweetwater that they couldn't do anything that they would re-open the ticket and they would notify Tascam. So, it looks like they are not going to do anything except pass me back and forth. Yet,I am stuck with a $1299 mixer that I can't use.

  

  Business response

  01/11/2024

  *****,

  Thanks for reaching out and for sharing your BBB review. I'm very sorry to hear about the poor experiences, and the general issue with the unit in the first place. I understand that our support team has been in touch with you and we've elected to replace it for you with a brand new one. Ultimately, that is the right decision to make, and I'm glad that we're taking steps forward to get that done. That should resolve this for you very soon!

  Sorry again, but if I can help further, please don't hesitate to reach out to me directly!

  Thanks,

  
  
  *************************
  Director of Customer Experience
  Office: ************ 1046
  ****************************************
  

• Initial Complaint

  12/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to bring to your attention an extraordinarily disheartening and upsetting experience I encountered with one of your sales engineers. On December 4, 2023, I placed an order for a MacBook Pro. Unfortunately, due to an unforeseen veterinary expense, I had to return the product. Regrettably, the process of receiving a refund has been far from satisfactory.What deeply concerns me is the appalling treatment I received during my recent call to inquire about the status of my refund. "*****", which I believe was his name, took my call; not only did he refuse to provide his name after he accused me of being a charlatan, but the insults and disrespect I encountered were beyond anything I expected from a company that prides itself on excellent customer service."*****" went so far as to question the authenticity of my call, suggesting that I would not receive a refund for the returned MacBook Pro. This accusation is both unfounded and deeply hurtful. Additionally, he doubted the validity of my reason for returning the product, which involved an unforeseen veterinary expense for my family companion, who plays a crucial role in supporting my mental health.I requested to speak to a supervisor to address the situation and provide feedback on this distressing encounter, but my request was blatantly refused by "*****". This experience has left me deeply disturbed and disappointed.As a longstanding consumer who has always appreciated the value of excellence in customer service, this incident has tarnished my perception of the company. I implore you to investigate this matter thoroughly and take appropriate action to ensure that no customer is subjected to such unprofessional and disrespectful behavior.I trust in Sweetwater's integrity and hope for a prompt resolution to this incident. No one should ever be accused or be treated this way; it was disgusting. I appreciate your understanding and anticipate a swift and satisfactory resolution to my order. Thank you.

  

  Business response

  01/11/2024

  *****,

  Thanks so much for reaching out and submitting your BBB review. I'm very sorry for the poor experience and for what has happened with the MacBook that you're trying to send back. I'm also very sorry to hear about the way that you were treated, and I can assure you, we'll be digging in to that with everyone involved so that it doesn't happen to you or any one else. It's simply not acceptable.

  As far as the laptop, there has not been any movement since the package was dropped off, in addition, *** (based on tracking) is stating that the product is damaged. At this time, we're not able to take any additional steps until we get the laptop back or awarded a claim from ***. The only option you would have at this time would be to contact ****** and dispute the original transaction. If we were to get the computer back, we would assess it at that time, and then issue a refund. You should also contact your local *** drop off location and see if they still have the computer.

  Again, I'm sorry, and if I can help further, please don't hesitate to reach out to me directly.

  Thanks,

  
  
  *************************
  Director of Customer Experience
  Office: ************ 1046
  ****************************************

  Customer response

  01/11/2024

  Dear ******,
  
  I hope this message finds you well. I am compelled and I appreciate your efforts in addressing the concerns I raised earlier. As days pass, I still remember how I was treated by your "Sales Engineer". Never in my life have I been treated like that, yet alone by a company's customer service. The encounter left me feeling insulted and disturbed, a sentiment I've never before associated with any customer service interaction. As previously said, when I asked to ask for a supervisor he rejected it and said no, because he knew what he was doing was wrong. This encounter still haunts me. Never in my life have I had to come to BBB to write such a review, but this was necessary.

  Regarding the MacBook I returned, I have already previously attached a drop-off receipt, and if you look at *** tracking, it does say it was, in fact, damaged, but most importantly it was also left with the receiver at your facility. So my laptop was delivered to your team, that is the main issue here. Unfortunately, this situation took an unpleasant turn when I sought clarification from the "sales engineer", resulting in unprofessional behavior and insults. I firmly believe that I have exhausted all available options from my end. I sincerely hope for a prompt resolution, as this would not only address my concerns regarding the laptop but also contribute significantly to improving the extreme poor customer experience I encountered. 

  Your assistance is truly valued, and I am confident that, with your support, we can find a satisfactory resolution to the issues at hand. Thank you for your understanding.

   

  
  

  

  Business response

  01/12/2024

  *****,

  Thanks for your thoughtful note and I'm sorry again for everything. Rest Assured, we've taken steps to address the situation with our sales engineer so that things like this don't happen again.

  As far as the computer, we don't have it, and we have no indication based on tracking that it ever left **. The damage report scan is simply due to the claim that was started by us, and since we're located in ***************, the reason why it shows that. We have done several inventory checks and audits, and again, this computer has never arrived.

  Because of that, we're not issuing a refund. The last remaining option that you have would be to dispute the transaction with Paypal in order to get your money back. That should make you whole at that point. 

  Sorry again for the trouble.

  ******

  Customer response

  01/16/2024

  I am rejecting this response because:
  
  Hello again ******,
  
  I appreciate your prompt response, but regrettably, I must reject it as it fails to address the grave concerns I've raised. I invite you to carefully review the communications I had with your team. Luckily, I found a screenshot where I have provided evidence of the product being received and returned to your facility on December 13th.
  
  However, after waiting more than a week after the MacBook delivery, my funds were still not refunded. This lead to my subsequent inquiries, the second-to-last communication from your team on Dec 26th stated the product was damaged. This information surfaced almost two weeks after the return!! This obviously raised serious questions about the handling of my case. Then on December 27th was when I was treated with the worst customer experience of my life.

  The product's journey from **** to your facility in *************** was well-documented, with *** confirming delivery and an "ID VERIFIED" signature. After the product was marked of damaged, I can only see when I dropped off my order in ****. Additionally, after speaking to *** team member, they did mention that the *** return, does mean it was delivered to your end and not because you filed a claim. The recent claim that the item is lost or cannot be found is deeply troubling, hinting at potential mishandling or discrepancies within your facility because it was delivered. This ordeal has turned into a nightmarish experience.

  I trust that you understand the severity of this matter and will expedite a swift resolution.

  

  Business response

  01/23/2024

  Hi *****,

  I certainly understand where you're coming from, but your screenshot does not validate that he was scanned here as "delivered" in ***************. We'll continue to work with **** but if your main concern is getting made whole and getting your money back, the only way to do that would be to contact the financial institution and file a form dispute for the transaction. At that point, they will reverse the funds from us and go back to you. We simply are not able to issue a refund on a product we don't have. Please contact your bank and file the dispute.

  Thanks,

  ******

• Initial Complaint

  12/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a product on 12/13/23 sweetwater received the payment on 12/18/23. I contacted them on 12/19/23 and spoke to ***** and he stated there was no record of any order. I requested a follow up call from a supervisor. On 12/19/2023 ****** called me and stated he still hasn't received payment and has no knowledge of the order. On 12/21/23 I called to follow up to see the order the status of the order an representative let me know they received payment on 12/18/23. I then was transforward to ****** because he is the supervisor of the department. I left him a voicemail on 12/21/23 and I didnt get a call back. On 12/22/23 I called and requested to speak to ******. ****** came to the phone and stated that he received a payment. When asked what was the eta for item he wouldn't give a specific date. I asked for his supervisors contact information and he stated he is the supervisor. I stated I know your supervisor of this department but you have a supervisor. He refused to give any further information. Only stated it will be sent out next week and no date of shipping or arrival was provided only a invoice number *******. The order of professionalism was unacceptable.

  

  Business response

  01/11/2024

  *******,

  Thanks so much for reaching out and for submitting your BBB feedback. I'm truly sorry for the poor experience for all of the trouble trying to get this order resolved. I can assure you, we've dug in to this and have addressed this with those involved so that we can learn from this and get better. It's certainly not acceptable.

  To that end and per your request to be refunded, we've sent back your check without taking any money, which you should have received by now. If you have any concerns regarding those funds, please don't hesitate to contact me directly.

  Thanks,

  
  
  *************************
  Director of Customer Experience
  Office: ************ 1046
  ****************************************

• Initial Complaint

  12/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 12/4/23, I placed an order with Sweetwater for a bass guitar. (Ibanez GSR100EXMOL GIO 4-Str ***** ************* I was given the option to use 3-pay for this purchase. I followed the prompts and it appeared the purchase was made successfully. A short time later, I received a phone call from ************************* at Sweetwater. (Supposedly he is my "sales engineer") He stated that the 3 pay was subject to credit approval and I needed to call back and provide more information so they could move ahead with the order. I did not call back, as I was not interested in them running my credit for a 3-pay. On 12/5/23, at **** AM, I received an email from ***** advising the order had been shipped! I checked my bank account to find a transaction to Sweetwater for *****. I called Sweetwater at **** AM to find out why the order had been processed, especially since they needed more information to run my credit, and I did not provide that. The person who answered, was snarky and would not provide any information. I told him to get me a manager. Someone named ***** got on the phone. I explained to him the situation and that I needed it canceled. He said he could do that, but it was already shipped out and would need to be recalled. He was also very snarky and arrogant. Further, he lied to me about the shipping. According to *****, that package was still waiting to be picked up by the at **** AM. He told me that he didn't know when I would get my refund, but it might be by the weekend, as it depends on when ***** would bring it back. In a rude tone, he asked me if there was anything else, and I told him I wanted to make sure the other order I had was still being shipped. He told me he wasn't even looking at that. This is the worst customer service I have seen in a while, as well as shady practices. I guess I should read reviews a bit more, as BBB is full of reviews about this shady company. I have proof of times and phone calls if needed.

  

  Business response

  12/06/2023

  *****,

  Thanks for taking the time to review Sweetwater with the BBB. Obviously, we wish it would have been under better circumstances and I'm so very sorry for the way that you were treated and for everything that happened. I can assure you, we take this very seriously, and are the type of company that strives to do the right thing, so it's painful that we let you down. I tried to reach you by phone yesterday, but could only leave a message. Bottom line, would love to fine a solution that works best for you, and we can absolutely work out a deal or credit etc. 

  If possible, please reach out to me below so we can solve this once and for all. Again, I'm very sorry for the poor experience, and look forward to hearing back!

  Regards,

  *************************
  Director of Customer Experience
  Office: ************ 1046
  ****************************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩