Complaint Review: Sweetwater Sound

I ordered (2) JBL bags for my JBL 515XT powered speakers.  The long, dangling rope handles are useless, for they put the speaker in a terrible position for carrying.  I decided I would return these for the more expensive ones that include a pull up luggage handle and rolling wheels.  I called "my sales rep", Dave Walent, to return them.  I had to leave a message for him to return my call.  Other competitive sites are much easier, in that a return authorization can be done "on-the-spot" online, without having to wait to speak to someone.  Plus, a written record is immediately created when you obtain the return authorization number online.

After 2 weeks went by, Dave Walent never returned my call.  I then tried Sweetwater's "Contact Us" email area.  I explained I wanted a return authorization, but did not receive a return phone call.  After another week, still no response.  I tried a second time, using the online email feature.  After 4 more days, nothing.  So, I called to speak to the customer service manager, Troy, and explained that I don't have time to "babysit" someone to get a return authorization number.  He apologized, then asked if I wanted to speak to Dave Walent.  I did.

Dave apologized, as well, and said it was his fault.  That is quite unacceptable to treat customers as such, so I told him that since it took so long to try to return the covers, that I was forced to use them to protect my expensive speakers.  I was not satisfied with the purchase, but had to "eat them" due to their poor customer service concerning returns.

Do yourself a favor, buy from someone else.   Returning an item through most all of Sweetwater's competitors is MUCH easier... for it can be done online with simplicity and an immediate written and dated request can be obtained without having to wait for a dedicated "sales rep" to ruin your purchasing experience.

I will NEVER buy from Sweetwater again!  They use supposedly "dedicated sales reps" that simply complicate matters, cause delays and create obstacle courses in your purchasing process.  With today's progressive methods of communication, i.e. Iphone, Ipad, etc, being able to handle transactions and product returns in real time is much more efficient than waiting for an overwhelmed sales rep to decide you are important enough for him to return your call.