ComplaintsforSweetwater

• Initial Complaint

  03/16/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This is for order # L2107905200 on behalf of ***************************.The idiots at sweetwater have royally screwed up this time. They claim that everything was delivered today but half the equipment is missing. We were supposed to receive two DW DWCP9999 **** Series Heavy Duty Single *** and Cymbal Stands but none of them showed up and the hihat stand is out of stock until august!!!! unbelievable. The blame lies solely on the dip**** named ****. **** needs to be fired because he has no idea what he is doing. I demand that the two DW DWCP9999 **** Series Heavy Duty Single *** and Cymbal Stands be shipped immediately and the hihat stand be upgraded to the **** series DW stand since the idiot **** failed to mention that the **** was going to be out of stock for 5 months. This is the last time we will ever deal with sweetwater. We deeply regret doing business with these incompetent morons.

  

  Business response

  03/28/2022

  We have been in contact with ****************, and worked out a solution to ensure that we resolve this completely. We're so sorry for the initial inconvenience, but based on notes from recent interactions, we believe that this is now fully resolved. 

• Initial Complaint

  02/11/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Attempted to purchase a guitar from Sweetwater Music by using the installment plan but it just took the whole amount right away. The order has since been stopped but I have seen no refund and of course no guitar. It concerns order #L**********. It's interesting how when you buy something they take my money immediately but not with a refund.

  

  Business response

  02/14/2022

  *****,

  Thanks for reaching out and I'm very sorry for the poor experience. I've asked our IT team to dig in to your order further. From what I can see, on 2/10/22, at 2:26pm EST, an order was placed online for a Grestch G2622T Streamliner in Imperial Satin. Serial number *********** was selected, and once done, the checkout process began. According to our records, the order was completed as a single payment option, and not as one of our Easy Payment plan options. Therefore, when the order was submitted, it was automatically processed and charged the $549.99 to your credit card. I do see that the order was canceled the following day and the $549.99 was fully refunded on 2/11/22 at 3:25pm EST. Typically, it takes banks 2-3 business days for those funds to post the account, so you should see those funds show ** in your account in the next couple days. Trust me, I wish it would happen faster, but this is all in the banks hands at this point. I have attached a copy of that canceled order showing the refund.

  Again, I'm sorry that it wasn't set up on the easy payment plan, and we'd be happy to try again, if you're willing. Simply contact me and I'll be happy to set that up. Or, if you have any additional questions, please don't hesitate to reach out.

  Kind regards,

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

• Initial Complaint

  12/27/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been a customer withSweetwater musical equipment in the past but it was been almost 4 years since i ordered from them. My account with Sweetwater was hacked into, a very large order was placed and shipped to a different address. When i received the email I contacted Sweetwater within 15 minutes to notify them this is fraud, and to cancel immediately. However they took no action, the order was processed and my credit was run. It is now up to me to dispute it and they have no security checks in place to protect customers. Sweetwater needs to do more to protect customers credit.

  

  Business response

  12/30/2021

  ****************** contacted us after her credit was ran, and we do not have an option to reverse her credit inquiry unless she disputes it. We sent her a letter(attached to this response) that she could use with her dispute that acknowledges her credit was run by mistake due to fraudulent activity. We also assured her we would accept her dispute and overturn her credit inquiry as quickly as possible.

• Initial Complaint

  12/21/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a guitar pedal from Sweetwater.com and received a faulty product, they were quick to respond at first but after it became clear that it would need to be returned or replaced they stopped responding to my emails. It's been over a month now and I can't reach their support at all.

  

  Business response

  12/27/2021

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

  Thanks so much for reaching out and I'm very sorry for the poor experience, both with the lack of follow up and for the defective product. There is really no excuse for our team not being responsive to you and I can assure you, we'll be diving in to learn from this and prevent it from happening again. I do understand that our team has now been in touch with you and we've got things in motion to get you fully refunded for your defective product. As soon as we get the product back here, we'll be sure to get that refund processed, and if we can help find an alternative product that could work better, please let us know!

  Thanks again for reaching out and I'm very sorry for the delay.

  Kind regards,

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

  Customer response

  12/27/2021

   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

  12/16/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Sweetwater had a ****** ad which listed a product for $229. Clicking on that ad takes me to their website but now it is listed only an upgrade for that price. I dont know if that is called false advertising or bait-and-switch. But I expect a company to honor what they say.

  

  Business response

  12/17/2021

  We investigated this issue, and there was an error on how our ad was populating on ******.The issue is now fixed, and we honored *************** request to sell to him at this lower price, closing this matter. 

  Customer response

  12/20/2021

   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

  10/19/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was searching for guitars for my daughters birthday and spend over an hour to find the one that she would be thrilled to have. On 7/19/2021 I purchase the guitar and a ukelele. Spent a total of $291. And till this date u I have not received the guitar. I’ve had to be the one to write emails following up for them to tell Me that it will be another month and so on and now is October and I still have to follow up and nothing about the guitar. I feel that’s false advertising from them To display an item that they don’t have. I want my guitar that we chose.

  

  Business response

  10/22/2021

  ****,

  Thanks so much for providing your feedback, and I'm very sorry for the poor experience and delay regarding the Ukelele purchase for your daughter. I understand how frustrating it is to have to wait for something like this. I'm also very sorry that we haven't done a better job for you, in terms of proactively communicating with you with updates on your order, and that you've had to be the one to initiate the contact. I can assure you, I will follow up with the appropriate people so that we can learn from this and get better. We will also ensure that we're communicating with you more proactively going forward. 

  Regrettably, the Ukelele that you purchased is out of stock. We're waiting for Luna to replenish our inventory, and sadly, with all of the supply chain issues worldwide, parts shortages, labor shortages, it's simply taking longer for things to be manufactured and sent to retailers like us. Please know, we want nothing more than to sell you this Uke and get it in your hands as fast as possible, but we're simply at the mercy of Luna at this point. According to them, we will not have more until Late December or early January and that is assuming other delays don't happen. We'd be happy to find an in stock alternative that we could send faster. At this time, we have NOT charged you for the Uke, and will not do so until it arrives and we ship it. 

  Additionally, it's quite common for retailers like us, including our competitors, to list and sell things online that are not in stock. This way you can get on the waiting list and be assured a spot in line, vs trying to "beat the crowd" when they come in to stock. We sell so many of these that it would be quite difficult, which is why we take pre-orders to make the process easier, just like our competitors and other retailers will do.

  Again, I'm very sorry for the delay and we sincerely appreciate your patience. Please let us know if you'd like for us to find an alternate option for you. Additionally, we will keep you posted on the current status of your Uke. 

  Thanks,

  Justin ******
  Director of Customer Service
  Sweetwater Sound Inc.
  ******  ***** ******** * **** **** ** ******* ** **** **** ****** **  ***** ****************************
  
  

• Initial Complaint

  09/02/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Return a defective product was offered a different product and even exchange. Both of which retail between 1,000 and $1,200. I accepted this offer but was told one wasn't immediately available and would be sent to me as soon as it became available. More than two weeks later this has still not happened. Store management claims I left with the product but in fact I left with a different product that I purchased while waiting on the salesperson to try to find the product I was exchanging for. He apologized for the wait and went on to assure me that the return was approved and that as soon as the replacement product became available it would be sent to me right away. Upon trying to resolve the problem, they said that I had already received it. The salesperson also went on to say that I should have drove through their drive-thru pick up area that day to pick it up rather than wait for it to be shipped. I would like to my original product the new product or a refund.

  

  Business response

  10/07/2021

  We have been in direct contact with Mr. ******** to resolve this issue. After doing a full audit and video investigation (which we provided to Mr. ******** directly), it's evident that we provided him with the gear he was needing, and he left our building with that equipment. Mr. ******** has confirmed this, so we believe this to be resolved.

  Thanks,

   

  Justin ******
  Director of Customer Service
  Sweetwater Sound Inc.
  ******  ***** ******** * **** **** ** ******* ** **** **** ****** **  ***** ****************************
  
  

*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. ↩