another bad story about sweetwater

[delirium]

I put not favorable review on sweetwater site about my experience with keyboard stand stand which was Professional Double Brace X-Stand and they removed it.

I lost 18$ for returning shipping cost and other fees from sweetwater on 33$ defective item!!! After that I went to local SamAsh store and bought 19.99$ stand 10 times better then sweetwaters 33$ stand. Never buy from sweetwater again!

 

If company gives you a hard time with 33$ keyboard stand you can imagine what kind of company is this, and what kind of problem youll have with e.g. 2000$ item.

Besides they called me twice after placing my order to let me know how good they are, what I dont appreciate. SamedayMusic.com or BpmMusic.com never do that, and they also dont charge for returns.

 

 

here is quote from some customer review at resellerratings.com:

 

8/5/06 5:31 PM

I placed an order with this company over the internet and received a confirmation email. The next day I received an email saying they were holding the order hostage until I answered a couple of questions. Rather than asking them in email, they wanted me to call or leave a number where they could reach me. I provided everything necessary when I ordered the item. I don't have time to play games with these people who won't ship something I ordered until I call and answer a couple questions. There is no excuse for this poor level of service, bullying, and harassment. Here is the email.

 

"Thanks for placing your order on Sweetwater.com. My name is Art Hill and I will be overseeing your first order with us. There were a couple of questions that I wanted to ask you before we sent this on it's way, so if you could either give me a call or let me know when and where I can reach you then we can get this order shipped out".

 

A few weeks later I received email from them about a sale. In the email they "bragged" about their great customer service. There was no unsubscribe link or instructions in the email. So besides their poor customer service, they are also spammers. Stay away from this company.

[mooghead]

You're just being sooo unjust: if you didn't want to call they suggested to let them know your phone number.

 

It's true they're selling online, but they're real people as well...so if they need to talk to you you might even spend 2 mins to get to talk to Art (who, by the way, was always sweet to me).

 

I own no stocks of Sweetwater: I own and run my own company here in Italy, working in the interior design field; we do sell online as well for what is made possible by the kind of products we sell.

 

I never find such a caring company/seller as in the match Sweetwater/Art Hill: mayhaps I was just lucky, but in the meantime I'll go on doing business with them.

 

Such posts as yours just make me think you're a frustrated person (not costumer, person).

[Tusker]

Originally posted by delirium:

[QB]here is quote from some customer review at resellerratings.com:

Hmmh, that's one review out of ten. Here are the other nine quotes ...

 

Very Satisfied ... This company is serious about cutomer service reputation. I ended up returning the item I bought, but only because it was a guitar amp that wouldn't do quite what I thought it would. It wasn't Sweetwater's fault, but they still handled the return nicely and I then I bought another amp from them (that does do what I want).

 

Very Satisfied ... I have shopped many times with Sweetwater - and I'm always impressed. Absolutely the finest customer service on the planet. There are some competitors with slightly lower prices -- but I've learned the hard way that the very few extra dollars are worth it. It's peace of mind. Highly recommended!

 

Very Satisfied ... Great prices and quick, free shipping! Their customer service is phenomenal, giving the best service out of all retailers I've worked with! However, they do not offer adequate power accessories for guitar effects pedals! This forces me to shop elsewhere for VisualSound and Godlyke multi-power products in order to operate the products I purchase from Sweetwater. They don't even offer the basic Boss power supply for effects pedals. Additionally, they don't carry Planet Waves cables, one of the premiere cable brands! I recommend this retailer for your gear, but shop elsewhere for your patch cables and power accessories!

 

Very Satisfied ... I recently bought a guitar from Sam Ash, thinking I had received a good deal. When I searched the net I was shocked to find that SweetWater was offering a special deal that was almost HALF what I paid at Sam Ash PLUS it came with a bunch of accessories.

 

After making my order on SweetWater's site I was surprised to receive a call from them within 5 minutes. The representative was asking me whether I needed the guitar for a show soon since there was a hold on the guitar. Then he did some searching and it turned out that the only reason there was a hold was because they didn't have the accessories in stock (the guitar itself was available). So he split the shipping for me for free so I could I receive the guitar as soon as possible.

 

Very Satisfied ... Sweetwater has made a favorable first impression.Their customer service and prices have exceeded my expectations.

 

Very Satisfied ... Good old-fashioned service! What a rarity. No sooner than I placed the order online, I got a call from a rep at Sweetwater to tell me thanks and to make sure that everything about the small order was correct. The item shipped quickly, arrived exactly as I had expected and included a handful of Halloween candies for fun.

 

Sweetwater has one of the most complete lines of musical gear in the industry. Their catalog has great descriptions of their products and very helpful pages that educate as well as promote. By providing depth in the item descriptions, they ease the decision making process when a customer is likely to be overwhelmed with options. Few competitors can match Sweetwater's comprehensive presales support. In my opinion, there really isn't any reason for you to make an uninformed purchase.

 

Very Satisfied ...I have had numerous dealings with Sweetwater over the years (even before the Internet) and my experiences with them have always been exceptionally positive. They have very good prices, a wide selection of audio products, fast efficient shipping (that is free on many items) and they have excellent customer service. I have dealt with many online businesses and gauging from my personal experiences with Sweetwater, they are among a very short list of excellent companies to do business with on the Internet. Keep up the great work guys!

 

Very Satisfied ... Ordered an M-Audio Audiophile 2496 from them. Their customer service/sales department called me up to confirm my shipping address since it differed from my billing. I told them just to ship to my billing address, and it went out the door that day. I received the card within a week.

 

Super friendly service and timely shipping. I will definitely be ordering from them again.

 

Very Satisfied ... Purchased some audio connectors. Great prices! Excellent customer service! Package arrived quickly and well packaged. I buy several items each month online and would certainly consider them again for my future purchases. Thank you!

 

I am truly sorry you had a bad experience with Sweetwater. I never have. Thanks for pointing out that review site. Maybe it's time I typed in my favourable review of the company.

 

Jerry

[Song80s]

I had a difficult sales experience with Sweetwater buying monitors

 

I was assigned a rep whose communication skills were poor. Or perhaps he was frustrated by sales quota.

 

I was buying a pair of Event ASP8's. I had a price quote from them, then a week later, a 10 % off flyer on everything was sent to me.

 

I asked for that to be appllied and the rep went batshit at me- he challenged my business ethics

 

The manager finally interceded and said the flyer was incorrect and should have stated ' only 10 % off from list '

 

he offered $50 off as a compromise ( $1200 monitors) but by that point, I had wasted too much time with them. I said thank you very much but I will buy elsewhere. And I did

[Griffinator]

Never had any issues with them on my end, but then my rep was Nika, one of the best they had, and he's left the company. Couldn't tell you how their service has been lately, I haven't ordered anything - no money!

[mate stubb]

I have had my sales rep there decline to match an offer, when they don't feel they can match it.

 

As well, I have had them give me the price I asked for.

 

I always approach it as if I was bartering with somebody - if both sides are going to end up happy, then a deal can be reached.

 

There's no excuse however for somebody going batshit on you. In return, there's no excuse to go batshit on them - unless they already have your money and have messed up, and polite recourse has failed.

[NYKeys]

That reviewer never called them to find out what they needed and wants to complain about the service.

 

I Ordered some stuff from ams and got a similar email.

 

I called them and comes to find out that I put in the wrong expiration date on my CC.

 

Without him taking the effort to find out what they needed, He really can't complain about the service.

[Joe Muscara]

I don't think a company that has sales reps that will chat with you for 20 minutes on the phone even when you're buying $100 headphones has sales quotas...

 

 

[Disclaimer: I don't own stock in Sweetwater, just a happy customer.]

[MikeT156]

I think for small ticket items like the stand that dilirium is talking about, you might be better off going to the local store and picking up something on the cheap, if that's what you're after.

 

I don't know if the Sweetwater reps have a "quota", they probably do, as most sales reps. I do know for a fact that they are on straight commission, so they aren't able to give anything away, or they don't make anything on the sale. It's tough to pay your bills that way. They NEED to get MAP pricing on what they sell. You can't run a company like Sweetwater, AND be a big Internet discount store. The places that offer a lower price HAVE to provide a lower level of service. You can't sell for cost plus 10% and be a full service company.

 

I never had a problem with Sweetwater, and I'm not sure why this is even being posted on this site. To complain about a $33.00 stand? If you don't like Sweetwater, buy somewhere else!

 

Mike T.

[hazerkeys]

I have found Sweetwater to be great ! (my rep is/was Brian Loney) - I hvae bought several new borads, amps, etc with no problems - When I purchased the classic keys rom for my PC1X ( prior to the PC1X having the right OS), they offered to take it right back .. but I kept it and they subsequently helped me with OS update info, etc .. very very helpful organization - Of course, mistakes do happen with any company (I work for a large computer firm and know all about that !!) - keep up the good work Sweetwater.

[C.J. Lewis]

The thing is, you will find evangelists and terrorists for every company who sells anything on the planet. The very personal dynamic of sales is often heavily affected by the emotion of buying musical gear. Now, a keyboard stand? Give me a break

 

I guess what it breaks down to is relationship. If you don't have some sort of at least business relationship with your salesperson, how can you expect them to care whether you buy XYZ product or ABC product, other than their commission on the deal? If it's about the money, that's all it's about. I was in relationship with 95% of my customers in retail (as I'm sure dB and others will attest to). The other 5% wanted it to be about the money, so they bought a lot of stuff, and I moved a lot of boxes.

 

It's really your choice. Most people work in this business because they love it. Others are here for the gear discounts. I'm here for both People are imperfect, stress overcomes the best attitudes, and some people are just determined to find problems...'tis the way it is.

[Griffinator]

Originally posted by MikeT156:

To complain about a $33.00 stand? If you don't like Sweetwater, buy somewhere else!

Don't forget, the thread-starter was also the guy that dogmatically defended B*er as quality kit. $33 is probably a fortune to someone who's used to spending $200 on a 32-channel mixer...

[SilverDragonSoun]

I've only done business with sweetwater once. The order was fine but I did get the email discussed and they wanted to know if I wanted to be placed on their email/snail mail list. The problem I had was this delayed my order and I went out of town for three days. I had to wait a bit longer for my order. I could have gotten upset but it didn't bother me that much. The fact they also put extra candy in my order that I liked (I have a major sweet tooth) made it alright for me. In fact I ate the candy before opening my soundcard ans installing it.

[Mark Schmieder]

I've always been willing to pay a little extra for the service. That used to be my justification for buying at local stores vs. on-line, until the good stores all started going belly-up or dumbing-down to storefronts for teenage music lessons (nothing wrong with that, and I'm a big supporter of music ed, but my point is that knowledgeable people in the music sales business are on a steep decline, and Sweetwater is one of the few left that offer true knowledge, service, and experience).

[kanker.]

I dealt with Sweetwater once. I was blatantly lied to by the sales rep. In addition to that, there was a bit more nastiness on their part that I will not go into here, but suffice it to say was WAY beyond unprofessional. This was not a small purchase, but a Nord Stage. I will never deal with them again.

[suraci]

Nastiness, that runs counter to my experience with Sweetwater.

 

I like doing business with them. Nobody bats a 1000, my Dad used to say. But compared to others, they are OK in my opinion.

[jackpine]

My experience with Sweetwater is great. My rep sent me an item out of his own studio because what I ordered was back ordered.

 

This appears to be sour grapes.

 

19.99 10X better my ass...

[suraci]

until the good stores all started going belly-up or dumbing-down to storefronts for teenage music lessons (nothing wrong with that, and I'm a big supporter of music ed, but my point is that knowledgeable people in the music sales business are on a steep decline, and Sweetwater is one of the few left that offer true knowledge, service, and experience). Mark

 

i agree wholeheartedly.

 

This is a slight tangent, but we all lose when only Guitar Cebter and Sam Ash survive, Get it?

 

I remember long ago when i first saw eg milk sold at a gas station. Spark plugs at food store. WE ALL lose in this scenario.

 

I am not saying Delirium did or didn't have a bad experience. I am saying cut these guys some slack please, Sweetwater are not our enemies. And no, I do not work for them.

 

When all stores sell all things, that special auto part eg that you need at that auto parts store will be even less likely to be available. This terrible situation has been going on for decades. When in a food chain store I pay extra, by buying a name brand, not the food chains brand. That's just me. Why? because with a little imagination, I can see how the name brand cheese I buy from Wisconsin will go out of business. THEN the chain raises the prices, and the quality is down as is the CHOICE. You dig?

 

Support the specialists like Sweetwater etc, in general, even if you pay a tad more.

 

If you want to vote for me, I am at liberty, I can make arrangements to move to your state etc, I would really really be appreciative. I don't forget a favor, no what I'm sayin!! lol You scratch my back and I take care of yours.

[kanker.]

Sorry, but when their rep out and out lies to me, they don't need my support. EVER.

[Prague]

They've always been fine to me.

 

Musicians desperate to shave off every possible penny won't find many dealers they like. They all will do something "unforgiveable".

[Dave Bryce]

Originally posted by kanker.:

Sorry, but when their rep out and out lies to me, they don't need my support. EVER.

...or maybe, that rep doesn't.

 

I'm guessing Sweetwater's management would not have been pleased to hear that you feel this way, or that you had this experience. Did you contact them to let them know about this?

 

dB

[kanker.]

Yes I did, and they did nothing to make it right by me. I understand what you're saying about 'that rep', but no matter what it was 'their rep'. There's a bit more to it that I really can't go into publicly, but it was a pretty ugly situation that went beyond one sales rep - way beyond.

[DanS]

Never had any problems with them. Went out of their way to fix a problem with an order I had.

 

Delirium, you can buy cheap music stands at Walmart.

Drink less coffee.

[MikeT156]

Kanker:

 

Why don't you call Chuck Surack, the owner, at 800-222-4700. I'm sure he will resolve the problem. He doesn't want bad publicity.

 

Mike T.

[RABid]

My first purchase from Sweetwater went fine but the rep drove me crazy. Every week for two months I got a call at my day job asking if I wanted anything. I finally called Sweetwater and asked that my name be removed from their customer list because I don't want to be called. That fixed that problem.

 

Next purchase I got a different rep. He understands me. I am a low maintenance customer that only goes to him when my local dealer does not carry a brand that I want. About once a year his name goes on a sale that takes no work on his part. I get an occasional email from him about a seminar or new product that I can read or delete.

 

Things are much better now.

 

Robert

[Dave Bryce]

Originally posted by MikeT156:

Kanker:

 

Why don't you call Chuck Surack, the owner, at 800-222-4700. I'm sure he will resolve the problem. He doesn't want bad publicity.

It's not about bad publicity - Sweetwater could easily hire someone to handle that. Chuck actually takes it personally when someone feels as if they were not well treated by Sweetwater. I understand that entirely - I'm the same way over the ADAM stuff.

 

dB

[MikeT156]

Quote by db:

------------------------------------------

It's not about bad publicity - Sweetwater could easily hire someone to handle that. Chuck actually takes it personally when someone feels as if they were not well treated by Sweetwater. I understand that entirely - I'm the same way over the ADAM stuff.

 

dB

------------------------------------------

True enough. I think if someone has a problem with Sweetwater and they haven't had it resolved to their satisfaction going through channels, Chuck wants to know about it. He's the one person that can do something about it if all else fails.

 

Mike T.

[resigned]

I've had the same rep at SW for years and he's very good (Paul Allen), however I did have a serious issue two years ago when I bought my Novation X-Station 49 from them. It was packaged horribly (sitting loose in a destroyed single non-factory box) and was clearly a demo unit. They denied both that it was a demo and that they packaged it badly - I sent it back as it came. They sent another one that was packaged only slightly better but at least it was a new unit. I think they had someone working in their shipping department that was disgruntled or something. Anyway I kept the second X-Station 49 but vowed not to buy anymore keyboards from them. Since then I've bought accessories and software and finally some monitors last year, all of which were shipped fine and I trust my rep so I may give them another shot at my next keyboard purchase.

[MikeT156]

Jim:

 

Didn't Chuck handle the exchange of your KB personally?

 

Mike T.

[delirium]

Originally posted by MikeT156:

True enough. I think if someone has a problem with Sweetwater and they haven't had it resolved to their satisfaction going through channels, Chuck wants to know about it. He's the one person that can do something about it if all else fails.

Mike T. [/QB]

Whats that supposed to mean, are we their personals informers?

Its not my business to improve theirs clients relationship. I dont have time and will to write letters, emails, faxes and make phone calls

just to let them look good.

Fortunately there are hundreds other music stores

to choose from.

I dont make big deal of it, this is company like many others, but I've posted this to balance whole scam on this forum how sweet sweetwater is, because theyre not.