Complaint Review: Sweetwater.com Sweetwater Sound Inc. - Fort Wayne Indiana

Sweetwater did in fact contact me offering to refund my money ONLY after I posted my complaint here on ripoffreport.com. It is interesting to me that they were so adamant about charging a restocking fee claiming that the unit was scratched and now want to offer a refund. I tried to resolve this with my so called "sales engineer". I should not have to call supervisors and managers to get them to do the right thing. No other company has EVER claimed that I damaged a product prior to returning. If Sweetwater is so sure that I scratched the unit, then they should stand firm on their restocking fee. I don't want the money back. I simply want others to know about my experience with this company so they will think twice before making a purchase. Again, I DID NOT DAMAGE THE UNIT! Could it have happened in the shipping process? Could it have happened from the manufacturer? Was it really damaged at all? Too little too late! Message to Sweetwater: If you really want to refund the $40.00, sent it to your favorite charity. There is nothing that you can do to win back my business!

I am amazed to see this company listed here. I have bought a number of products from Sweetwater for the K12 school where I work. I even visited their awesome new facility (if you are ever near Ft. Wayne, IN I heartily recommend it. Anyway, I have NEVER encountered a company more customer oriented in my life. I can and do recommend them whenever I can. And now, of course, I will be accused or working for them, that's the way it works around here

Here is Our Return Policy: We want you to be completely happy with your purchase from Sweetwater. If you are not satisfied with any product, you may return it for a refund of the purchase price, an in-house credit, or exchange for another product within a fair amount of time from the shipping date (30 days or so). If your purchase was eligible for Free Shipping, the shipping cost will be deducted from your credit or refund. Returns must be in the complete and original packaging with all accessories and complete documentation (Owner's Manual, warranty card, quick start guides etc.), show no signs of wear or use and include a Return Authorization number or be subject to a restocking fee. Products like software, personal items (such as in-ear monitors, etc), and items which are not normally stocked ("Special Orders", discontinued products, close-outs, used products, etc.) are not returnable. For whatever reason this unit did arrive with scratches when it was returned and had to be resold as a used/demo unit. When this happens a restocking fee is applied as stated above. However, one thing that is unique about Sweetwater is that we really are all about taking care of the customer and if there are extenuating circumstances that may effect the decision, then we are happy to discuss this with Chris and figure out what is fair. I'll be contacting him today to get this resolved but one thing that needs to be made clear. Sweetwater wins award after award for providing outstanding customer service and this really in not just lip service. We want to take care of the customer and if Chris was not happy with the restocking fee and didn't get it resolved with his Sales Engineer, then he more than welcome to speak with a manager for a resolution. Unfortunately this didn't happen and here we are. As always, Sweetwater wants to and will resolve this issue for the customer. Doug Strahm Director of Customer Service Sweetwater