ComplaintsforSweetwater

• Initial Complaint

  09/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Filed a complaint against them with the BBB due to unfair billing practices on their credit card and they closed my card out. I will not be using sweet water for any more equipment purchase and I want other customers to know how fickle their system is. I want a correction to my credit report on why the account was closed and I want a refund for incorrectly charged late fees.Not to include I contacted their rep about a broken piece of equipment ages ago... they fired that rep and the new guy hasnt followed up or done anything. Your company and service has gone down the toilet.

  

  Business response

  10/11/2023

  ******,

  Thanks so much for reaching out and I'm so sorry that your Sweetwater card was closed. I know how frustrating that can be and I understand why you'd be upset. Please know, though, our Sweetwater card is backed by a 3rd party bank, Synchrony, Regrettably, we have zero control over decisions they make to credit limits and account changes. As much as we wish we had some influence, there is simply too much regulation that is involved. If there was something we could do, we would absolutely do it, but we're simply at their mercy.

  As far as the late fees, I've sent a message to our ********* team to see what they can do and will respond again when I get more information. As far as the broken piece of equipment, please contact me directly, and I'll help get that taken care of as well.

  Again, I'm sorry for the issues, and we'll do what we can to make things right for the things we can control. I look forward to hearing back from you soon!

  Kind regards,

  *************************
  Director of Customer Experience
  ********************** Inc.
  Phone:  *********************
  ******************************************br>***************, **  46818
  ****************************************

  Customer response

  10/12/2023

   I am rejecting this response because:
  
  I dont open a card with a company to have it closed because :YOU: messed up... your a terrible company. Dont let such a terrible 3rd part company handle your finances since this is under your name and has your name on it it is YOUR product. In such I want a resolution or a **** to go against sweet water for wasting my credit, my money, and my time.

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The issue pertains to a product I purchased from Sweetwater, which came with a 4-year warranty. At the time of purchase, this Quad Cortex pedalboard had a malfunction. Within a week, they sent me a replacement and assured me there were no problems. I inquired about the warranty in case the issue recurred, and they told me it had a 3-year warranty. On Labor Day, this music device malfunctioned again, compromising my professional work after a 3-hour trip from my home to a Harley ******** event. I remembered the warranty and called the next day. No one at Sweetwater took responsibility. I requested to speak with supervisors, but they also didn't take responsibility. Despite acknowledging the 3-year warranty, they informed me that they had a new contract with the manufacturer, and the manufacturer would handle it. Unfortunately, the company doesn't have a customer service phone line. I can't send a $2,000 product to an address without knowing what will happen to it. Who will take responsibility? Supposedly, Sweetwater should. This is why I'm requesting that they take responsibility for this situation.

  

  Business response

  09/20/2023

  Hello,

  We've been in touch with ******************** directly, and have arranged to replace his defective unit with a brand new. At this time, we've resolved the outstanding issue! Sorry for all of the trouble ** the first place.

  Thanks,

  *************************
  Director of Customer Experience
  ********************** Inc.
  Phone:  *********************
  *********************************************************************************; 46818
  ****************************************

  Customer response

  09/20/2023

   I am rejecting this response because: "I received another used Quad Cortex with defects in the display, and it also has issues with the audio I/O, a lot of hum noise. I am not satisfied with the replacement of something used and with defects, and I am also unsure about the kind of warranty I will receive if it breaks down again during another show. I don't know its usage history or who used it before it was repaired. I am not content with the replacement of an old unit that doesn't look the same as the nearly new unit I sent. I believe you should have a better response, as I paid almost $2,000 dollars for this new device and expect to receive something in excellent or new condition since it's under warranty. I look forward to your response. Thank you."
  
  

  

  Business response

  09/25/2023

  We've been back in touch with the customer, and have offered to replace the unit again, only this time personally inspecting it to ensure it's free of defects. After discussing with the customer, we've agreed to ensure that the warranty is still in place and will continue to be in place should something happen. As of now, the customer agreed to that, but at any time, we can replace as necessary. Based on conversations with his sales engineer, we believe this is now resolved.

• Initial Complaint

  08/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My complaint is about Sweetwater 2 year warranty coverage that they advertise, it's miss leading. I purchased a ****** M8Lx power conditioner 7 months ago. It was very well taken care of and always racked in a hard case. This past weekend I had three show in ******* **. On the first day I put the rack case on the stage, this is during sound check. As I go to open the butterfly latches to the case and take off the front cover I noticed the screws that hold the front part of the power conditioner came off and I noticed that the internal parts of the unit was showing. I go to plug the cord to an outlet but there was no power it was dead. The next day while the band was doing sound check i got on the phone and called my sales engineer who is ************************* he didn't respond so I left a message about the issue, he never got back to me. So then I called again to speak to another person *********************, I told her i need help with the issue and also told her it's still within the warranty period. She told me to take some pictures of the unit, so I did and then send it to her through email. I got a response back and was told they can not make the repair and I would have to deal with the manufacturer for the warranty issue. It says in there website that they have trained professional technicians that can handle almost all gear. I am no longer interested. So much for Sweetwater total confidence coverage 2 year warranty. After I complete my payment plan on the westone in-ears I just purchased from Sweetwater i will no longer do business with the company and will take my business to zzounds at least they are honest and not advertising and misleading people about in house warranty.

  

  Business response

  08/30/2023

  *****,

  Thanks so much for reaching out and for sharing your experience with the BBB. I'm so very sorry that we didn't do a better job of resolving this issue to your satisfaction, and quite frankly, handled the communication better when it comes to our warranty repair process. I can assure you, we do stand behind everything we sell, and we'll be using your experience to help coach/train the team to be better in the future to avoid these issues. 

  I understand, thankfully, that your sales engineer is going to be swapping your defective unit out with a brand new one when we have more in stock, which could be very soon. I think that is the best option and I'm hopeful that it will help resolve this situation, to where we'll have the chance to earn your business again in the future. We'll keep an eye on our new stock and will let you know when it arrives!

  Again, I'm very sorry for the trouble, and hopeful to resolve this quickly. In the meantime, please don't hesitate to reach out to me directly with the contact information below, if I can be of help!

  Thanks again,

  *************************
  Director of Customer Experience
  ********************** Inc.
  Phone:  *********************
  *****************************************
  ***************, **  46818
  ****************************************

• Initial Complaint

  08/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I ordered the guitar on 8/13/23 (order # ********). It was a demo model that was supposed to come with a hard-shell case and a ***************** wrench. It arrived just like it was supposed to except it was missing the ***************** wrench. I really like the guitar. But customer service was/is downright stupid, and I still dont have my ***************** wrench.When I got the guitar, I realized there was no ***************** wrench. I called my sales rep 3 times and emailed once. He says he taxed me back, but I have no message on my phone. I called service and was on hold for over 20 minutes. If this is where they do the 2 -year extended warranty it makes me wonder if that service really exists. I finally called sales and asked for another rep. I wish I could remember their name. They took some ownership and sent a message to parts. About an hour later I got an email from ******************************* in parts that he was going to ORDER a wrench from Larrivee? WHY? You are a Larrivee dealer. Any OM size wrench will fit. Shows how you value your customers. I still don't have the wrench as of 8/22. And during this entire time nobody took ownership to say Im sorry.I hope someone from senior management reads this review and reaches out to me.Summary: I like the and will probably keep it unless the stupidity of the company pushes me over the top. I still have a 30-day approval.

  

  Business response

  08/30/2023

  ******,

  Thanks so much for taking the time to submit your BBB review. I'm very sorry to hear that your experience was so poor and that we didn't take more ownership to get things solved for you quickly. I can certainly understand your disappointment, and rest assured, we'll be addressing this with those involved so that we can learn from this and get better. As I understand it, in talking with the team, we've finally been able to get the appropriate wrench to you. Please let me know if that is not the case so we can take appropriate action. Your welcome to reach out to me directly with the contact information below!

  Again, I'm very sorry for the poor experience and I look forward to hearing back from you soon!

  Kind regards,

  *************************
  Director of Customer Experience
  ********************** Inc.
  Phone:  *********************
  *****************************************
  ***************, **  46818
  ****************************************

  Customer response

  08/30/2023

   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

  07/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I sold an item through sweetwater.com for $300 on 07/15/2023. A sweetwater customer service representative scheduled a pickup for the package through their internal systems. After the item was already shipped and in transit, the customer contacted customer service and cancel the order. Rather than scheduling a return of said item and refunding the customer after they've returned the package, they decided instead to just cancel the order and leave it sitting in limbo. The customer received a full refund while the item was still in transit for delivery and nothing was communicated to me at all beforehand as the seller. I'm now out of $300 and sweetwater.com is doing nothing to compensate me for the missing item. They've told me the customer can either refuse the delivery or purchase the item again which of course nobody can actually make the customer do should they decide to make off with my item and the money. sweetwater.com has refused to take accountability for this oversight and is trying their hardest to close out any and all support tickets without resolving the issue or compensating me for the item that they themselves scheduled both the shipment and cancellation for.sweetwater customer service order # ***** ***** package tracking number: ***************

  

  Business response

  08/01/2023

  ******,

  Thanks so much for reaching out and for the feedback. I'm very sorry for the poor experience. Regrettably, mistakes were made on our end, and the order was inadvertently canceled, despite the product being in transit. We have addressed the situation internally so that it wouldn't happen again and we sincerely appreciate your patience while we worked to get things solved!

  In the end, we've been in contact with both parties and have completed the sale, so all should be well. Again, we're very sorry for the hassle and frustration ** the first place.

  Kind regards,

  *************************
  Director of Customer Experience
  ********************** Inc.
  Phone:  *********************
  *********************************************************************************; 46818
  ****************************************

• Initial Complaint

  07/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered guitar tuner foot pedal for ****** on Sweetwater credit card. I tried for about a week.Turns out this is a pedal for the pro's not for home use. I contacted ************************************************ and explained.I sent pedal back. today 7/10/2023 the received pedal and gave me a credit for $35.82. What is this all about??? I have to continue to pay my balance off and yet I get ripped off for over $100.00 dollars for a return???Please help. I can answer any questions anytime.Contact me ASAP! *****

  

  Business response

  07/12/2023

  ****,

  Thanks so much for reaching out and I'm very sorry for the poor experience. I also gave you a call, but could only leave a message so wanted to respond here as well. 

  In regards to the $35.82 refund, here is what I can see.

  On 6/21 we shipped out an order for $163.53 for a StroboStomp HD Pedal Tuner

  Then, on 7/3, that pedal was returned and appears to have been exchanged for a PW-CT Chromatic Tuner, listed at $97.99 pre tax. 

  With some reductions in return shipping, the difference between the two pedals was refunded, making it the $35.82. 

  I've attached a copy of that exchange. Was this not supposed to happen this way? We're happy to fix any issue that *** have come up, or any mistake that was made, so please let me know how we can help.

  Please feel free to reach out to me directly to assist. Again, I'm very sorry for the issues, and we'll make it right.

  Kind regards,

  *************************
  Director of Customer Experience
  ********************** Inc.
  Phone:  *********************
  *****************************************
  ***************, **  46818
  ****************************************

• Initial Complaint

  07/06/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased a zoom Q8nN4K camera and within 4 months the speakers were bad employee told me there was no such thing as a manager or supervisor I then demanded to get me a supervisor so he said he would see what he can do for me so he got me a supervisor and a man by the name of **** got on the line I told him the problem with my camera I told him I wanted my money back and he refused to do so he would not even exchange it for equal value he told me no it would be just like getting a refund I payed 400 dollars for the camera speakers should not be already bad I spent 13 years in customer service and I always took care of my customers if something was not to far past the warranty period I would still take care of them I have purchased over **** dollars of guitar pedals but my business to Sweetwater meant absolutely nothing the manager stated yes Im looking at all of your purchases I am a customer or I really thought I was now thats not customer service I was not trying to cause any problems I just wanted my problem solved

  

  Business response

  07/13/2023

  Hello,

  We've been in touch with ****************** directly and have apologized for the issue, along with ensuring that we take his unit back for a full refund. We're so sorry for all of the trouble, and we've addressed this scenario with the folks that have been involved so that we can learn from this and get better. We're thrilled we may have a chance to earn his business again ** the future!

  Kind regards,

  *************************
  Director of Customer Experience
  ********************** Inc.
  Phone:  *********************
  *****************************************
  ***************, **  46818
  ****************************************

  Customer response

  07/19/2023

   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

  07/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased sound equipment for my work from home setup totaling $1,453.95 (including taxes). I asked for a refund and was told I would be refunded but did not see a refund posted back to my payment method.

  

  Business response

  07/05/2023

  *******,
  
  Thank you for reaching out and Im very sorry for any concerns or issues with the refunds associated with your order. I certainly understand your concern, but Ill hopefully try and explain where things are at with your money:
  
  On April 21, an order was placed for 8 items, totally $2176.74, as outlined in the attachments that were provided in this complaint.
  At the time, this order was done utilizing our 6 easy payment plan, so the $2176.74 was divided in to 6 payments. There is also a $15 fee any time we use one of our payment plans
  So, we charged $463.39 as a first installment (which also included $105.74 in tax) and the order shipped, leaving an open balance of $1713.35
  A return was set up for 2 of the items on 4/26 and those 2 items were received and returned on 5/4, in the amount of $26.28. That $26.28 was applied to the open balance of $1713.35
  This made the new balance $1687.07
  Then, on 5/17, the remaining 4 items were returned, which amounted to $1453.95 of refund.
  Because there was still an open balance, this refund was ALSO applied to the open balance of $1713.35
  This made the new balance $233.12
  On 5/21, $233.12 was charged for the next months payment to completely close out the remaining balance.
  Ultimately, this is why no money was refunded, as there were open balances that needed to be satisfied.
  
  All of this is outlined in the invoice that was attached to the complaint, in the payment details section towards the bottom of page 2.  
  
  I hope this helps shine some light on the breakdown of where the funds went. In the end, he kept two items of the original 8, totaling $628 + tax. We simply charged $696.51, which includes the easy pay fee, tax and some return shipping for the 6 items sent back.
  
  Obviously, if you have any other questions, please dont hesitate to reach back out to me directly!
  
  Kind regards,
  
  *************************
  Director of Customer Experience
  ********************** Inc.
  Phone:  *********************
  *********************************************************************************; 46818
  ****************************************
  

  Customer response

  07/05/2023

   I am rejecting this response because: would there not be a refund of the taxes for the items that I chose not to return? Trying to understand since most retailers will refund what was paid to the retailer.
  
  
  

  

  Business response

  07/07/2023

  Hello *******,

  Thanks for your response. I'm sorry again for the trouble and will try and help as best as I can. 

  As far as your question, I'm not sure what you mean. For the items that you kept, you would have to pay tax on those items, so therefore, that would not be part of the refund. All the products that were returned, tax was refunded as part of that return, and was included when those funds were applied to pay down the open balance. 

  Again, in the end, two items were purchased: on HD650 for $389 (pretax) and 1 DT700ProX for $239. At a tax rate of 5.1%, that would make an after tax total of $660 and $696.51 was charged, which also includes the $15 processing fee and $20 of return shipping that was deducted from the return.

  Your sales engineer also tried to get in contact with you via tex, but has not received a response. It may be easier to try and go over this over the phone, so please feel free to give me a call and we'll be happy to go over things and answer any questions you may have!

  Thanks again,

  *************************
  Director of Customer Experience
  ********************** Inc.
  Phone:  *********************
  *********************************************************************************; 46818
  ****************************************

  Customer response

  07/08/2023

   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

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello, I ordered an item and without realizing it was the wrong size, but also on top of it it was defective so I couldnt use it. I asked if I could return this and pay the difference of the correct item, they said yes but they need the item. I then got the item in person and removed the item from my cart. A couple days later the sales associate put the order through with my credit card without any consent of using my credit card or any other payment methods. I am now receiving messages from him with all capital words belittling me and yelling at me treating me like a child even after I told him I had a disability. The reason why the disability even came up was because he resided to speak through me through email until I explained with my disability, this is how I communicate.

  

  Business response

  06/26/2023

  *******,

  Thanks so much for reaching out and for sharing your experience. I'm very sorry that things were handled so poorly and for the issues we caused by running your card with out your consent. We've addressed that internally with the sales engineer to ensure that something like that doesn't happen again. I know you've been in touch with a new sales engineer, and at this point, we've fully refunded your purchase, and there is no need to send anything back. You can simply toss it/donate it, whatever you'd like to do with it. Hopefully, that helps keep things easy!

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

  Kind regards,

  *************************
  Director of Customer Experience
  ********************** Inc.
  Phone:  *********************
  *********************************************************************************; 46818
  ****************************************

  Customer response

  06/26/2023

   I am rejecting this response because:
  Hello *****, I appreciate what you have done. The only one reason I am rejecting is to bring this to your attention and see if anything can be done about this.  When your employee did the charging and credit and all that stuff it messed up my credit card as well. Now instead of the original $25 I could afford with the monthly credit card payments the mess *** by your employee changed it to $41. Is there any way to please fix this, maybe get in contact with the credit card company and explain what happened to fix. Thank you
  
  

  

  Business response

  06/29/2023

  Hello,

  I'm in contact with ******* and we're working through solving this and a couple other issues, including taking a return on a product that he was having issues with. Regrettably, we don't have any control over how the credit card company assesses the monthly payment, we also reviewed his account, and I believe that his monthly payments will adjust back to what he was expecting once all of the refunds/returns post to the account.

  We're very sorry for all of the trouble and are working to make things right!

  *************************
  Director of Customer Experience
  ********************** Inc.
  Phone:  *********************
  ********************************************>***************, **  46818
  ****************************************

  Customer response

  06/29/2023

   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

  06/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I mistakenly ordered the wrong cable tester. I requested the order be cancelled nearly immediately with an e-mail to sales. Sales never responded to the e-mail, and instead got an e-mail from an associate named *******. At this point, I told them to cancel the order, my second request to cancel the order. They then RESPONDED WITH TRACKING INFORMATION, and told me they somehow could not warn the warehouse in time, even though I've emailed the company TWICE HOURS BEFORE IT SHIPPED to cancel the order. Now, I have to wait to recieve an order that should have been cancelled, ship it back, and wait for them to recieve it to get a refund.

  

  Business response

  06/01/2023

  Hello ******,

  Thanks for reaching out and for your feedback. We're very sorry for the poor experience and that this wasn't handled in a more expeditious way. I will say, once an order is placed, it can be vary hard to try and stop that order, simply because of the volume of orders that are shipping at any given time. I do wish, though, that we would have provided a better solution initially to try and prevent this from happening in the first place.

  At this point, we've issued you a full refund for the cable you meant to cancel, and there is no need to send anything back. Simply toss it, or donate it, whichever works best for. We certainly don't want to put you out any more.

  Again, I'm very sorry for the trouble. if you have any other questions, please don't hesitate to reach out to me directly.

  Thanks,

  *************************
  Director of Customer Experience
  ********************** Inc.
  Phone:  *********************
  ******************************************br>***************, **  46818
  ****************************************

*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. ↩