I had a frustrating experience with Sweetwater that reflects serious issues with their billing and customer service.
I initially ordered a JP electric guitar for over $4,000, but changed my mind the next day and requested to cancel the shipment. I was told it had already left their facility, so I agreed to refuse delivery and wait for a refund once it was returned and processed.
I then placed a new order for a different guitar priced over $4,200 using a 6-installment payment plan, which was confirmed. However, a few hours later, I was contacted and told they could not honor the installment plan and instead charged me $2,903 upfront. The explanation was that the first guitar had not yet been returned, and adjustments would be made afterward.
After they received the returned item, they deducted $62 from my refund for shipping—even though the item was within the return period and the original shipping cost was only $43. This was not clearly justified.
More importantly, they have still not corrected the second order. The $2,903 overpayment has not been refunded, and the agreed installment plan has not been reinstated. Despite multiple calls, I was told there is nothing they can do.
This is especially disappointing as a returning customer who has spent over $7,500 with them in less than a year. For a company that promotes strong customer service, this experience was inconsistent, unclear, and poorly handled.
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Sweetwater is the world's leading music technology and instrument retailer, offering highly knowledgeable Sales Engineers, in-house Technical Support and Service Departments, huge selection, amazing prices, and free shipping.
