Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/04/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My complaint is with SweetWater making their shopping experience, far from sweet.On 08/27/24 I was contacting SweetWater in order to find out a price difference on a guitar that I was interested in purchasing. The sales *** informed me that he could give me a deal. Later on, an alternate sales *** that was covering for him made a suggestive comment about age discrimination on me. That I took a fence and contacted the original sales ***resentative. when I instructed the original sales *** about said altercation, his comment was we take very good notes. When I responded, you think this is a joke, you find this funny. He followed up with an alternate I email, stating that he was sorry, but then started turning the conversation about me being angry and that I have issues with SweetWater. so, I sent another email to SweetWater asking to speak to a manager. Well, the manager, *******, contacted me stating that she listened to the voice message and assured me that no age discriminating statements were made, and that the actual word was ******* and then she proceeded to spell the word out. *******. That just tells me, That she is sending a signal that I am a child and I took a bigger offense on that. So when I contacted the manager and we had a conversation, her tone was very condescending very insulting very unappropriate when it comes out to a managerial level. I worked in **************** myself I am fully aware of how customer service works, and that the customer buying experience was a bad feeling. My argument is that I feel that SweetWater is involved with price gouging and over inflating their guitars. Two other sites, Musicians friend and Amazon offered the same same guitar at a big bigger discount 20% off the asking price. So instead of it being 1199, it was 959. So ******* insisted on the price not knowing that her sales *** were offering a discount, but it really wasnt. Unfair trade and basically telling me to go elsewhere and dont shop here.

  Customer Answer

  Date: 09/05/2024

  Good afternoon,
  Ill take the no further contact. They are misleading the general public and inflating the prices of their product. 
  
  If you can question their pricing ethics, that would be great since they only use that 55 checkpoint scam as a legitimate reason.
  
  Have a great day and thanks 
  

  
  

  
  

  

  Business Response

  Date: 09/09/2024

  *****,

  Thanks for reaching out and I'm very sorry for the poor experience. I can certainly understand why you'd be upset, and rest assured, we take feedback like this very seriously, and will be completing a full investigation so that we can learn from this and get better. We never want to disappoint any customer, and we will always treat every customer fairly, in order to provide the very best service. 

  As far as the pricing, we believe our pricing is competitive to most other retailers out there. There are certainly times, when certain places can get "special buys" and other sale prices direct from the manufacturer that they pass on to customers. As a result, we're not always able to match every price out there, but we will do our best. In this case, we're unable to discount the guitar beyond 20%. I'd be happy to work that deal out for you, if you'd like, simply reach out to me directly at the number below. 

  Again, I'm very sorry for the trouble, and appreciate you letting us know!

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

  Customer Answer

  Date: 09/10/2024

   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. I will be contacting ************************* from SweetWater tomorrow to make arrangements for the purchase of the guitar and have a discussion with him.

  
  

  Thank you.

• Initial Complaint

  Date:08/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company has been calling me around the clock for weeks now. Though they have been told repeatedly to stop.

  

  Business Response

  Date: 08/29/2024

  *****,

  I'm very very sorry for the intrusion, despite you reaching out to us before asking us not to contact you. I'm not sure what happened, but I'll be digging in to it. In addition, I've ensured that we've removed your phone and other contact information from our records, so you won't be contacted again.

  Sorry again for the intrusion.

  Thanks,

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

• Initial Complaint

  Date:08/20/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I researched an Item for several days prior to purchase. Website advertising Fast Delivery, New Location. I then, assured by delivery date, proceeded to apply for Credit Card loan, in order to pay interest free for 36 months. Approved, purchased, and arranged for time away work to provide Signature for ****** Day of delivery, checked status, only to find its been delayed.

  

  Business Response

  Date: 08/21/2024

  Hello,

  We've been in touch with ******, and have replaced a new order with overnight shipping. Based on email communications with the customer, we believe that this is solved!

  Thanks

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

  Customer Answer

  Date: 08/22/2024

   I am rejecting this response because:
  I took a hit on Credit Report, also incurred unnecessary fees, due to deceptive advertising. The only reason Im getting it faster, is due to additional shipping fees. No compensation at all of any kind in any form. 
  Nothing Sweetwater has done!!!
  
  

  

  Business Response

  Date: 08/26/2024

  Hi ******,

  Thanks for your response and I'm sorry again for the issues. I'm also sorry that we have fully resolved this to your satisfaction. At this point, I understand that we're in the process of returning the item you purchased from us because it doesn't work the way you were hoping. To help, we'll make sure you get a full and complete refund, including the original shipping costs to get it to you faster. Additionally, we're happy to try and find a better alternative and would be happy to offer a discount as a way to compensate you for the poor experience. One way or the other, we truly want to make things right, so please let us know what we can do to make that happen.

  Feel free to reach me directly as well. Sorry again for the trouble, and I look forward to hearing back!

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

  Customer Answer

  Date: 08/27/2024

   I am rejecting this response because:
  Im waiting to see how much this is going to set me back financially? Time taken away from work, Negative Credit, Hard Inquiry for Two Years. Its frustrating when a simple understanding of Audio Technology from Sales Representative, which was assigned to me. Because Ive used shop a guest on previous orders. I was completely unaware of previous purchases in system. It would help to configure studio. 
  Im waiting to see
  
  

• Initial Complaint

  Date:08/15/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Transaction date 7/31/2024 Amount Paid $117.61 Item ordered was a real thing not a service or software (item was 75ohm coaxial cable)The item was never delivered and a refund was given only for the merchandise $103.61 and not the $12.97 that I paid for ***** shipping .

  

  Business Response

  Date: 08/16/2024

  Hi ******,

  Thanks for reaching out and so sorry to hear about your poor experience. I'm also sorry that more wasn't done to resolve things for you, to the point where you had to reach out to the BBB. I can assure you, we take things like this very seriously, and will be using this as a learning/coaching opportunity. In the meantime, we've gone ahead and refunded you the shipping costs as well, so you should see those funds in your account in the next 2-3 business days. We truly appreciate your patience and understanding, while also giving us an opportunity to make things right!

  If we can help further, please don't hesitate to reach out!

  Thanks again,

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

  Customer Answer

  Date: 08/16/2024

   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

  Date:08/14/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Tuesday 6 August (2024) I placed an order with Sweetwatr.com, I paid the two (2) day shipping fee and the order was scheduled to arrive on Thursday 8 August. When it did not arrive I "tracked" my order and discovered that it had been rescheduled for Monday 12 August. It did NOT arrive on Monday. As of today Wednesday 14 August I still have not received my order. I would like to know if you can help me to:1. Receive my order 2. Receive a refund of the two day shipping fee My "sales engineer's" name is ********************************* ************** Thank You

  

  Business Response

  Date: 08/15/2024

  Hi ****,

  Thanks for reaching out and I'm very sorry for the trouble with your order. I can certainly understand any frustration that this has caused. Please know, we are happy to do anything we can to make things right and get you your order. To that end, your sales engineer has sent you an email outlining what happened with the order originally and what we can do to fix it, which includes refunding your paid shipping. Please let him know those reshipping details and we'll take care of the rest!

  Again, I'm very sorry for the trouble, and look forward to getting this resolved ASAP1

  Regards,

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

  Customer Answer

  Date: 08/20/2024

  Sweetwater has offered to refund my money and I have accepted their offer. Thank you for the assistance.

   

  Sincerely,

  *********************

• Initial Complaint

  Date:08/12/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There was fraud commited on my account. I received an email from Sweetwater advising me of 2 seperate orders for digital products (I don't use digital plug-ins nor have I ever purchased any). Order L2130707032 was for FabFilter Mastering Bundle Plug-in Collection in the amount of $468.41. The second was for a FabFilter Mastering Bundle Plug-in Collection (2 of the same item??) and Oeksound soothe2 Dynamic Resonance Suppressor Plug-in for $691.41. I called them immediately because I did not place these orders. They were NOT listed on my order history on the account, which is unusual. I called Sweetwater and they acknowledged there was an issue on their end and advised me they would be fixing the issue. They suggested reporting this to ************** (the issuer of my Sweet Water credit card), opening a fraud cause, changing my login and email password. I did this and thought everything was taken care of. Eventually these orders appeared on my Order History. I was told by my sales tech *********************** that orders were placed on accounts in error and there was a system issue. On a later call with **** in customer service I was told that someone had created a duplicate Sweetwater account using my information but Sweetwater closed the account. I was told they would attempt to reverse the charges. If not, since these items are a digital product, they would work with the vendor to recall the product codes, refund me at the very least.Last week I received notice from ************** that they denied my fraud claim and have applied 3 charges of $468.41, $468.41 and $223. I called Sweetwater back to find out how this is possible and was told they would address this on 8/9/2024. They said they would refund this if they can't simply reverse them. I called today on 8/12/2024 and spoke to ****. He is going to work on this, but no case has been opened to date. So I was misinformed on 8/9/2024. This should have been handled months ago.

  

  Business Response

  Date: 08/15/2024

  Clif,

  Thanks for reaching out to the BBB, and I'm very sorry to hear about what happened, in regards to the fraudulent order that was placed with your information. I'm also very sorry for the time it has taken to get things resolved. Rest assured, though, that we've issued the two refunds of $468.41 (one done on 8/12 and the other on 8/13), and the $223 (done on 8/13). At this point, all of those refunds should have posted back to your Synchrony account. Hopefully, that will help put this behind us and we can move forward. Again, I'm very sorry for the time it took and for the frustration it caused. It does appear that your sales engineer tried to call yesterday with an update, but could only leave a message.

  If you have any other questions or concerns, please don't hesitate to reach out!

  Kind regards,

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

  Customer Answer

  Date: 08/16/2024

   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.  Sweetwater has addressed my issue and resolved it.

  
  

  Thank you.

• Initial Complaint

  Date:05/30/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I established a credit line with Sweetwater via ************** with an available credit line of $1300.00. All payments on the account were made on time and I was able to keep my usage below 30%. Without any explanation my available credit was reduced twice from $1300 to 650 and then the account was closed without any explanation to me as I had not missed any payments at all.

  

  Business Response

  Date: 06/10/2024

  Hi *****,

  Thanks for reaching out and for letting us know that this happened. I'm very sorry for what has happened with your credit line with Synchrony. Synchrony has been a partner of ours for many years, and it's always painful when something like this happens. Regrettably, since they are a 3rd party bank, we don't have any insight or visibility when they make adjustments to accounts. Quite frankly, we don't have any influence in it either. I'm going to connect with our Synchrony folks and see if they can give any insight for the change, which includes having someone reach out to you with more information. Hopefully, in the next couple days, someone from their side will be in touch with you.

  In the meantime, please feel free to reach me directly at **************************************** and I'll help how I can.

  Thanks,

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

• Initial Complaint

  Date:05/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 06/10/2024

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

• Initial Complaint

  Date:04/29/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been in a repayment status for a consolidation of many EasyPay purchases. I had provided my bank account previously and Sweetwater failed to debit the monies owed on the new consolidated amount one month and then slated it as delinquent even though it was their own error. I have since re-consolidated once again and setup a new repayment schedule.Recently, when I call to speak with a representative specifically regarding support or product questions about potential future purchaes, the switchboard transfers me to some other department that is not the one that I requested, who then begin to spout some threats about how I am barred from making any more purhases from them until the entire past due account in settled. I explained to them that if I am paying in full with another credit card and not financing this through in-house EasyPay then they cannot bar me from making an outright in-full purchase. However, the representative asserts that I WILL NOT be allowed to make ANY purchases. This is in direct violation of Federal law. I believe this to be a matter for their VP or CFA.

  

  Business Response

  Date: 05/28/2024

  Thanks for reaching out. Sorry for the delay as weve been working with a variety of teams here to address next steps with this customer. Weve also been in touch with the customer since the complaint has been filed and were moving forward with the customer. I tried to enter comments in to the portal, but it wont work. 

  Customer Answer

  Date: 06/02/2024

   I am rejecting this response because: The invoices that state what I owe conflicts with the amounts told to me regarding the combined purchases which were consolidated with your collections department. Also, in the past I have had several purchases consolidated and have been able to make "band" related purchases (in-house easy pay plans) without retribution for having my own easy-pay purchases in some sort of collection status. I see no reason why a company would punish a person who acts as a band manager for purchases and that same individual as a private purchaser, when that person has never deafulted or been in a court related collection action with your company. Please purge your online erroneous billing debt statements and accurately reflect the correct amounts. My band and I also have a related issue with your Synchrony credit card, which is that the statements and charges are incorrect and also we sent a lump sum payoff from our lawyer one month ago and Synchrony is refusing to accept and apply this check to the debt. Please have your senior account manager reach out to me. Thanks.
  
  
  

  

  Business Response

  Date: 06/26/2024

  *****,
  
  So sorry for the continued delay. We are working with a number of teams here to resolve things for you. We have 2 outstanding orders on separate 6 easy payment plans that are past due. Id love to resolve this for you, so please reach out to me directly at the contact information below so that we can assist. Ultimately, these are separate invoices with separate terms and conditions for each, which were agreed to at time of purchase through our website. 
  
  Please let us know how we can work to get your account current!
  
  Thanks,
  

  
  

• Initial Complaint

  Date:04/28/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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.