ComplaintsforSweetwater

• Initial Complaint

  09/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been purchasing various music gear from Sweetwater for years. This year (2022) I've bought thousands of dollars worth of gear, despite the lazy and sloppy business practices; in specific, Sweetwater posts items for sale that are long sold or not in stock. The ads are confusing and deceiving. Items are shown as "closeout" when they are NOT discounted items. This is an annoying, ongoing process. Saturday the 24th of September 2022 I called to inquire after a demo ************ 330/12. It was listed as available but listed no price (not unusual for ************s because they list rather high). Today I learned it had been sold SEVERAL days ago, the ad STILL up. Since this problem seems so frequent and widespread, I posit that this is a furtive example of bait and switch. I am available to proffer more information and documentation.

  

  Business response

  09/27/2022

  **************,

  Thanks for reaching out and I'm very sorry for your poor experiences. We work really hard to ensure that everyone has an easy and positive experience with Sweetwater. I can assure you, we'll be digging in to this to try and figure out what happened. From what I can see, there is no reason why any ad would have still been posted for the ************* as it appears the last one we sold was over a month ago. Do you happen to have a screen shot, or the link you visited? Additionally, I've asked our IT team to investigate as well so that we can try and figure out what happened. 

  As far as selling you one at a deep discount, we'd be willing to do that for you, however, we're currently out of stock on the ************ you were looking at, and we're not expected to have more until next year. Is there something else in stock that could be an option to consider? 

  Please feel free to reach out to me directly and I'll do what I can to help. Sorry again for the trouble and look forward to hearing back.

  Kind regards,

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

  Customer response

  09/28/2022

   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

  09/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have spent thousands of dollars with Sweetwater sound in last 3 years. Initially it was on recording equipment. They kept on scamming me saying now I needed this product and so on to make it work. Finally I told them they would refund money because they were just bleeding me dry. They did so and then agreed to only sell me guitars and amplifiers. I purchased several instruments from them two came so poorly packaged that they were damaged in shipping and one was a demo that was not the image shown in photographs and was such bad condition and packaging that I had to return it. They agreed to sell me another instrument and by the next day said I should look for instruments locally because I was to hard to deal with. Before this happened they were supposed to replace a product that was deemed not working within a month of purchase. Was promised by late august of ********************************** stock and they have refused to replace it. I have tried several times to Deal with them directly and are refusing me service. At this point being they refuse to replace the product. I am out $330. Between that and the fact of all the trouble I have had with them. I feel this business is fraudulent and will be proceeding with with a civil lawsuit. If this business still refuses to replace the product. Being as I am no longer responded to by email or phone when contacting them.

  

  Business response

  09/21/2022

  I called and spoke to **** on the phone. I apologized for any concern and apologized for the lack of clarity on replacing his damaged/defective broken footswitch. We have every intent to replace that pedal as soon as we have stock. Sadly, we're currently out of stock, but according to our manufacturer's, we should have more by early October. As soon as we get more, we will replace this to the customer.

  Customer response

  09/23/2022

   I am rejecting this response because:
  
  Although I am glad that they are honoring their part to replace the pedal and am satisfied with that. The first part of my review still stands as they tried to give me the runaround as far as the other issues mentioned even in the most recent phone call. End of review!

  

  Business response

  09/27/2022

  We're very sorry that **** is still not satisfied with our response. We have worked with **** in the past, and based on his comments in his initial BBB review, along with his experiences with Sweetwater, we simply believe that we're not able to provide the level of service and experience that will best meet ****'s expectations. As a result, we made a decision to no longer sell products to him due to the number of poor experiences and issues he had with those products. This is a very tough decision to make, and not one that we make lightly, however, we also don't want to see any customer have repeat poor experiences.We recognize that we're not the best retailer for everyone, and we're hopeful that **** will have a better experience with a retailer than can serve him in the way that he deserves.

  Additionally, as he pointed out, we will honor our warranty and replace the pedal that he had issues with as soon as we have more stock.

  Again, we're very sorry that it came to this, and we certainly wish him the best.

  ******

  Customer response

  09/29/2022

   I am rejecting this response because:
  
  Although the company has replaced the defective unit, The earlier claims still stand. They refused service when they were at fault for the returns because of the way the product was shipped & then blame the customer for returning numerous items. When in fact if it had been shipped properly to begin with there would be no issue or return in the first place. Also the demo they sent was far different than the images provided & description by the sales person and was completely sub-standard. This is a very poor way to run a business. And I would certainly advise others to think twice beforehand about doing business with such a questionable establishment.

• Initial Complaint

  08/16/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The company mistakenly attributed a debt to me (i.e. was not my order or debt) and sent me numerous collection letters despite telling me several times that they had fixed the issue. Then they sent my info to a collections agency.

  

  Business response

  09/08/2022

  ******,

  Thanks for reaching out and I'm so sorry that all of this has happened. There was a mistake made where you were improperly identified due to a name similarity with someone else that resulted your information being passed to a 3rd party collections team. We really hate when things like this happen, and we've taken corrective steps to ensure it never happens again. In addition, we've worked with the 3rd party collections team to completely remove your information from their files. According to them they "have adjusted and closed the original file and created a new one to restart the process. We have ommitted all information of the person making the complaint"

  As of now, we believe this should be fully resolved, but if we can help further, please let ** know

  Kind regards,

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

• Initial Complaint

  07/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am unable to purchase merchandise on their website because of a misunderstanding. I had purchased a product last year for $129.99 dlls with who was my partner at the time's credit card. I requested a cancellation of the product and when they were getting back to me they called her instead of me. My girlfriend had no knowledge of the purchase at the time and the sales person thought I was stealing or something... after that whole thing, I spoke to her and everything was ok... I got the product it was paid and everything was ok... but they flagged me as fraud and I have been unable to purchase anything.,, I have ****** them explaining the situation... they say it's ok that they just need to correct the problem... but it's been days and nobody has contacted me, and every time I try to make a purchase it seems like the order goes through but it doesn't ... I have obtained a credit line from such store that I have been unable to use because of this... it was only a misunderstanding and was never "fraud" and like I said, I have obtained a line of credit that I really need to use to get some gear that I need but have been unable... when I call they tell me all it's ok... but I can't get my products... Please help, I have been a loyal customer for years and it's not fair that after applying for the credit and I get approved they won't let me use it... please help!

  

  Business response

  08/08/2022

  Hello,

  Thank you for reaching out and for your patience while we worked to solve these issues. I'm very sorry for the poor experience in the first place. That said, we've been indiscussion with **** and have worked through everything and have completed an order for him.

  Thanks,

  *************************
  Director of Customer Service
  ********************** Inc.
  Phone:  *********************
  ****************** West
  ***************, **  46818
  ****************************************
  
  

• Initial Complaint

  07/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased this item: ********* Studio Monitor, Black (B205D) ASIN: B00378GEAM in February 2022 through ******** on ******.The unit has become defective and is under a 2 year warranty. ********/Sweetwater (see the following emails) have responded and refuse to replace the item-but offer a warranty/repair option by calling the number given. This is the problem: There is no one live at the phone number. It is a endless list of tele-prompts that, after ***** minutes, will result in the caller being disconnected.

  

  Business response

  07/29/2022

  *******,

  Thanks so much for reaching out and for sharing your experiences with us. I'm so sorry that things went so poorly, and we're happy to help in any way that we can. One of our sales engineers did attempt to reach out to coordinate a replacement or return, but haven't had a chance to hear back from you yet. Again, we're happy to return or replace the amp, so please let us know and we'll get the ball rolling. You can also reach out to me directly at the contact information below. 

  Thanks again for reaching out and looking forward to resolving this ASAP!

  Kind regards,

  *************************
  Director of Customer Service
  ********************** Inc.
  Phone:  *********************
  ****************** West
  ***************, **  46818
  ****************************************
  
  

• Initial Complaint

  07/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  7/2/22 I placed an order L2110221822 and the order was confirmed, but I havent heard anything from anyone about its fulfillment. Ive sent emails and texts and have not gotten any response. I just want a refund so I can order the parts I need from another source.

  

  Business response

  07/25/2022

  ******************,

  Thanks for reaching out and I'm very sorry for the issue. Regrettably, when the order was placed, it was initially placed on hold due to a security concern. At that time, and still do this date, we have not charged you for this purchase so we are unable to refund anything. That said, we did clear up the security concern, and would be happy to replace the order again for you. If that would be acceptable, please feel free to reach out to me at the contact information below. We'll be happy to assist.

  Again, I'm very sorry for the trouble, and look forward to hearing back!

  Thanks,

  *************************
  Director of Customer Service
  ********************** Inc.
  Phone:  *********************
  ****************** West
  ***************, **  46818
  ****************************************
  
  

• Initial Complaint

  06/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The company's sweetwater.(sweetwater.com)had a promotional financing through synchrony bank but the product was on back order only to find out they wanted payments before the product was ever received so flash foward 7 months and 450 in the product is shipped but has issues so it was returned but at my expense for shipping only $12 but not the point and then the finace company says the would have to mail me a check for the remaining balance$438.93 in 15 days or I can use it as credit for a purchase but not refund it to the account they **** the funds from.

  

  Business response

  07/25/2022

  ****************,

  Thank you for reaching out and for the feedback. I'm so sorry for the issues with the product, but also the poor experience that let up to it. We work really hard to avoid situations just like this, but sadly, we're at the mercy of the manufacturer since we were out of stock at the time you placed the order, until it finally arrived in January. Additionally, due to a limited run financing promotion, your card was automatically charged to ensure that you were locked in on that extended financing term. I do wish more was done to try and make things right for you, and again, I'm very sorry.

  At this point, we've tried to call and email, but have not been successful getting through. We did issue a credit for the return shipping that you had to pay, but we're happy to help out where we can. Please feel free to reach out to me directly, and I'll do what we can to make things right. 

  Again, I'm very sorry for the trouble in the first place and look forward to hearing back from you.

  Kind regards,

  *************************
  Director of Customer Service
  ********************** Inc.
  Phone:  *********************
  ****************** West
  ***************, **  46818
  ****************************************
  
  

• Initial Complaint

  05/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I order a Pearl ***30 drum spur part Mid March of 2022 from Sweetwater.com I paid for the part via ******. I was sent an email from Sweerwater that the ***30 should arrive first week of Aprill 2022. After that , then I was told first week of May 2022. I emailed customer service again asking if the part is shipped? Their reply was "No Sir, it has not come in" This is unacceptable. I have been a loyal customer but not anymore, they were quick to make the sale and take the money but when it comes to having the part or getting the part, they failed miserably. Guitar Center, *** *** and a host of others will get my business and my bands business.over a simple small part. A complete waste of my time.

  

  Business response

  05/11/2022

  *****,

  Thanks for reaching out and I'm very sorry for the continued delay with your SP-30 drum spur. I completely understand your frustration, as this is also very frustrating for us too. Sadly, with everything going on in regards to the supply chain issues (not only product/parts availability, but the process to get it to retailers like us - delays in the import process, driver shortages, etc) things are simply taking longer to get made and shipped to us for sale. Believe me, if it were up to us and we made these units, you would have it by now, but sadly, we're at the mercy of ******

   That said, we truly are expecting them in stock any day. If you'd like, I'd be happy to fully refund your money now, and when it arrives, send it to you for free. If that would be acceptable, please let me know and I'll get it done ASAP. Please feel free to contact me at the below and I'll be happy to help.

  Again, I'm very sorry for the delay, but looking forward to getting this in your hand ASAP!

  Kind regards,

  *************************
  Director of Customer Service
  ********************** Inc.
  Phone:  *********************
  ****************** West
  ***************, **  46818
  ****************************************
  
  

  Customer response

  05/12/2022

   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

  05/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a field recorder from Sweetwater on 03/08/2022. The following day I notified the merchant that I would like to return the item because I had found an older used model locally for less. The merchant agreed to allow me to return the item, which cost $5250. I received the item and did not even open the box and had it shipped back using return address provided. A couple weeks later I logged into my account at the merchant's website to make sure everything was good and saw that they confirmed receipt of the package (see the evidence attached). Several weeks later I noted that I had still not received a refund on my credit card. I contacted the merchant and they said they never received it and immediately took down the notations and credit slips on my account that previously showed that they HAD received it. The merchant requested that I send them proof that I returned it. The merchant did not provide me with a return shipping label and I had the package shipped back using a store that has since changed owners and am unable to obtain the tracking information. Since the merchant had already confirmed they had received the package I found no reason to be concerned.I feel that I have reasonable suspicion that for whatever reason the merchant checked the returned package in, issued the credit, then misplaced the package. I find it highly unusual that the merchant refused to send a return shipping label, then claims they never received the return. It seems likely given the cost of the item they were simply unwilling to accept a return and proceeded to find any available loophole in order to eliminate any liability.

  

  Business response

  05/10/2022

  *****,

  Thanks for reaching out and we're very sorry for the poor experience. To be clear, all of the documents that you've attached simply show that a return was set up for your product. We have no record or any evidence that the 833 was returned, and there has been no tracking data to confirm that the product was indeed shipped. Any time any customer contacts us to have a product returned, a return invoice is created (Invoice #******** - which is one of the documents you've included, which also shows canceled). Until the product is actually returned, that paperwork is in a pending status. When you log in to your account, any return created will have the same language, but again, that doesn't mean the product has been received, merely in the process of being returned. We have completed an exhaustive search of our entire warehouse, and had several teams on the search for the return of the SoundDevices 833 8-ch Field Mixer/12-trk Recorder, but at this time, all of our counts are accurate and there is no indication we've ever received an "extra" or uncounted for unit.

  Additionally, we are aware that you've contacted your bank and have begun the chargeback/dispute process. At this time, that process is still ongoing, and the funds have been reversed back from our account.

  Regrettably, until the product is physically received, or there is some evidence to support that the product was shipped back to us (a tracking number, receipt, etc) or the chargeback is dropped, there is simply nothing more we can do. 

  Sorry again for any inconvenience. If I can help further, please don't hesitate to reach out to me directly.

  Kind regards,

  *************************
  Director of Customer Service
  ********************** Inc.
  Phone:  *********************
  ****************** West
  ***************, **  46818
  ****************************************
  
  

  Customer response

  05/10/2022

  I am rejecting this response because:

  Sweetwater failed to provide a return shipping label, even one who's cost could have been deducted from the refund. I do not have knowledge of exactly how shipping expensive items work, but when I shipped it back there was no option to insure it for the actual value. Sweetwater is correct, I have yet to find the receipt that showed the tracking number or shipping date. However, it is very convenient for them to eventually deny receiving such an expensive item, especially considering they did not supply the return label.

  I tried communicating with my sales associate, who basically said the same thing - we have people looking for it. I opened a chargeback with the credit card company, and their response was the same. They already denied and closed my claim.

  Everyone seems to just want to wash their hands and forget it but I am the one with the $6000 **** to pay and nothing to show for it. Great, I get it! My stupidity for losing the receipt! But I really do wonder about if and when I find the receipt, that the tracking proves it was delivered, what Sweetwater's response will be then? Will the package be miraculously found sitting in a dusty corner somewhere?

• Initial Complaint

  04/14/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My wife and I ordered me a brand new ******** Fender performer Stratocaster in *********** blue gave our credit card numbers far for the 6-month payment plan was accepted was told by all departments that we was accepted they took the money off before cards we owed 60 minutes after this I got a shipment date they called and said they needed a different credit card and they made a mistake we gave another credit card they said everything we went through everything was fine well today's bass I still am nothing nothing received in the mail past the date that it was that I was giving the confirmation will send email the approval. Copies of the approval or we were approved for this sent me the e-mail still no results we've contacted the owner to *** the *** of a company see *** of the company now no one's answering our calls and they said that they will have to figure out what's going on they're not answering any of my calls they will not reply to us no call back they have our money they haven't been any more money I told my I want my instrument they still will not release my money I want my instrument I feel like I'm being robbed took advantage of me and my wife are both ****** and disabled and this is death by deception this is a criminal act on this company thank you

  

  Business response

  04/25/2022

  Thanks for the feedback and I'm very sorry for the poor experience. We did have a chance to speak on the phone, and during the phone call, we discussed that an order was placed on our website with a request for our 6 easy payment plan. Once the order was submitted. the ordered needed to be reviewed as all payment plan orders are subject to credit approval. After review, the order was not approved for the payment plan, based on the credit review. As a result, the order was completely canceled and no money had ever been taken out of the account by Sweetwater. The customer did advise that money had been taken out, despite all of the documentation on our end. That said, we did ask for bank information to corroborate the funds being removed. At this time, no additional documentation has been provided. Until we can get payment, we will not be sending out the order, but again, we're happy to try and work through and discrepancies with the bank.

  Sorry again for the poor experience.

  Kind regards,

   

  *************************
  Director of Customer Service
  ********************** Inc.
  Phone:  *********************
  ****************** West
  ***************, **  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. ↩