Sweetwater

[Loraine]

Hey @Chris99 I’m so sorry you’re experiencing problems with Sweetwater. I’ve never ordered a guitar from the, but I’ve ordered a lot of other things, and I’ve never had any problems, and I always receive a courtesy thank you call from them.

It’s possible that your experience is an anomaly to what is the norm. Unfortunately things do happen at companies and things slip through the cracks. At least they were able to locate it, and having a new nut and set up would add additional lead time.

I know how difficult is to wait for a new guitar. Hang in there and remember to let it acclimate in the original box for at least 24 hours before unboxing and playing it.

[JoeT]

I own three guitars that I ordered from Sweetwater, in my opinion they are top notch all instruments were in pristine condition and delivered on time, I have even returned a couple due to my dislike of the guitar personal preference, no fault of theirs. The returns and credit were handled professionally and in a timely fashion. I will say this, if after a customer recieves a guitar and there is something wrong with it and is sent back for whatever reason, it goes to the head of the list, they are a world wide company with a tremendous volume so any initial upgrades are done in the order they are received. May I ask with guitar you ordered? In regard to the bone nut, which in my opinion is a very porous and inconsistent material, if the guitar came stock with a Tusq nut my opinion I would have stuck with the Tusq.

[Chris99]

I ordered an Epiphone Hummingbird in their exclusive Trans Ebony finish. I had heard nothing but good things about Sweetwater so was surprised about the lack of communication.

I added the bone nut because it is supposed to have a mellower sound and greater sustain. TUSQ nuts are more consistent but the sound can be thinner. I have guitars with both but the higher end ones always have a bone nut.

[C3Guitar]

Hey Chris, how do you like the Epiphone Hummingbird? I’ve been eyeing that one. I’m curious how you like it after having it a few months.

[Chris99]

I still like it. It might be a little higher pitched than some of my other guitars but not overly so. It is the prettiest guitar I own and very playable. It’s also the first guitar I bought that didn’t have to go to my guitar guy to have the string height lowered.

[C3Guitar]

Thank you! My birthday is in December, so I’m hoping I can get one then 🤞🏻

[guitarjunkiesteve]

Hey @Chris99, I echo @Joet comments re Sweetwater, having had great experience and easy returns regardless of reason. Did you get contacted by a Sales Engineer? Years ago, after my first purchase, I was assigned a Sales Engineer. I’ve done all my subsequent purchases directly thru him, which definitely ups the customer service experience I suspect. He spends as much time on the phone with me as necessary to discuss potential orders and then follows thru from delivery to after care.

[James]

I agree,have used Sweetwater for 3 guitar purchases as well.Also numerous smaller gear buys.

Always arrive promptly and well packed.My Sales Engineer always follows up on the sale which is much appreciated.

Last guitar I bought from them was a Epiphone LP Standard Slash Model.Inspired By Gibson. Must have been from the Norlin Era 🙂

My guitar tech got it straightened out without sending it back. The Set Up on that one left much to be desired.Nut clean up and general action lowering all around to make it right.He is really attentive to details and echoed my thoughts.

Other than that,I would use them again and a good buying experience.

[JoeT]

I agree with @guitarjunkiesteve, whereas after my first purchase I was assigned or married to a particular sales engineer, mine being Andrew. All subsequent inquiries or orders were directed towards him, and he followed up with me and guided me with his opinions and experiences and made my purchases seem more personal. I’m still curious as to what guitar you ordered. Good luck, hang in there.

[OhWowMan]

@Chris99 I have had experience with Sweetwater. I ordered a Martin guitar from them. It was delivered in a timely manner. No complaints here. Subsequently, I’ve ordered accessories, and I have not had any problems. If you are having issues, I suggest calling and talking with someone in their customer service department.

[JoeT]

Very pretty instrument @chris99, personally I would have stuck with the Graphtech NuBone nut, good luck with your new baby, I would definitely give customer support a call.

[Mychael]

Hey Chris99, I am surprised to hear about the lack of communication from Sweetwater also! I have purchased guitars and gear with stellar service. Like JoeT said, you should have a service rep. assigned to you. Send an email to him/her and shake the tree. You will get answers.

Good move on the setup, they do nice work.

[John_Bolling_Hall]

I buy from them often including multiple guitars, very good experience. One order was a high end Martin which arrived with shipping damage and was temporarily out of stock. They told me to keep and play the damaged guitar (crack in the top) until they had inventory then completed to exchange at no expense to me. Everyone gets assigned a personal representative, maybe that person is the weak link in your experience.

[Greg_Weber]

I’m surprised you had the experience ou did Chris. I bought 2 guitars from them (a Yamaha Pacifica and a Martin D-X2E). I’ve also bought amps and other guitar accessories as well. I’ve found Sweetwater to be a pleasure to deal with every time I’ve ordered from them.