Thomann Music Reviews 329

Ordered an instrument, arrived faulty with a missing part.

The return process is completely ridiculous. How can you take payment, without a quality control check - but not refund until the product has been checked by their factory. They also specify extremely over the top return conditions (bubble wrap) my order didn’t even arrive in bubble wrap?

Refund should be sent when proof of return has been sent. Not up to 29 days after the date of return - was advised 15 business days to receive and up to 14 for refund.

Just send refund when you have proof of return. Completely irresponsible selling and completely ‘uncaring’ customer service considering the value of item paid

Jokers. Sent me a broken guitar (jack input smashed in completely (ja62cc) with horrible quality control all over it. (the box and packaging were fine) Sent it back from UK on the 20th March. Apparently on the 22nd March it got to the border

As of today - 3rd of April, its still at the border, tho when I asked for a tracking number (as DHL one didn't work once it got to said border) they said it wasn't possible to track if from this point (which is a lie otherwise how would they know its at the border now)

All I wanted was to order a replacement in a timely manner - customer service has been SHOCKING. with sarcastic comments about patience and not being able to make travel faster. I'm sorry but please remember who's fault it is that im even having to wait..

Tldr - customer service terrible if you need to send something back, in personal and uninterested.. (generic reply to this email telling me to do what ive already done below will confirm this) notice only personalised responses are made to positive reviews, which is odd when you think about it isn't it. I'm shopping elsewhere from now on.

so this is the second bad experiance I have had the first was when they left a 450 pound guitar on my doorstep, I live in a rough neighbourhood it was very close to been stolen luckily my neighbour noticed. this time I ask for it to be delivered to a collection store they said ok, for it then to just sit at the depot for almost a week with no contact or any idea of what was going on. tried multiple time to phone but you cant get through to a human. so i contact Thomann they look into it and say oh it cant be delivered there as it is to big. so i thought ok ill go and collect it direct from the depot ( like you can with all parcels ) but Thomann very rudely says well you shouldn't have changed the delivery address, well how's about don't give me the option if it isn't an option. the lady at Thomann then says well you cant collect if you if its not delivered to your house it will go back to Thomann. so what choice do i have risk a 700 pound guitar been left on my doorstep ( as i cant take leave ) or loose out on a guitar I've wanted for a very long time. really bad response and absolutely no cares given for there customers. i will never be buying from them again after spending over 1k with them ( which is a hell of a lot from someone of my wages ) don't use these buy from else where , uncaring don't give a crap about customers company

I ordered a Tama limited edition double bass drum pedal from Thomann de but they were awaiting stock to come in the website was updated frequently as to when it might come into store to be shipped I had several online chats with a representative who kindly told me when it comes in to store it will be shipped immediately did take 2 to 3 weeks for it to come in store once it was in store I immediately received tracking information for this item and it took a few days for it to get to the border through customs once that was done it immediately appeared at my doorstep which was fantastic their online chat system seems to work very well and I am very happy with the service this is not the first time I have ordered from them and may do so in the future

UPDATE
=======
They replied here pretty much right away, like they really care about their customers. The reality is that last thing they care about is their costumers. Now I have a digital piano waiting for my hundreds of miles away, because their incompetent personell was too lazy to cancel the shipment when the package was lost!

Of course I wrote an e-mail to the address seen in their reply here. The thing is THEY DIDN'T RESPOND TO IT AT ALL! Someone from their Norwegian team contacted me but apparently they (in Norway and the central customer care in Germany) didn't read what I had written in my complaint at all, that I wouldn't be at the delivery address. In fact this is a part of the conversation before I did the editting of this review:

Dear Customer,

Thank you for the message! I am very sorry to hear about the problems with the delivey! I have sent email to Postnord to check with them when the delivery of the second parcel will take place.

Kind regards,

Katri Nurkkala, Nordic Sales
Tel: +47-21935699 | Fax:+49 9546 9223-24 | E-Mail: ...
Web: thomannmusic.no Opening Hours Customer Centre

Now, before I proceed, I DEMAND A COPY OF THE EMAIL THIS PERSON SENT TO POSTNORD. This will be needed when I open my complaint against you at Norwegian Consumer Council. I sent a reply to the same address as follows:

from: Exxin Scienton ...
to: Thomann ...
date: Feb 3, 2023, 2:35 PM
subject: Fwd: Re: Shipping confirmation and invoice (9316366) URGENT*** They claim they have delivered both parcels, but have in fact delivered one.
mailed-by: gmail.com

Please let them understand (again) that this is the wrong parcel they're trying to deliver. There were two of them, and this one has been delivered (I made ..._at_forbrukerradet.no this clear in my previous messages), while they have marked the other one as delivered. If I don't receive the digital piano by tomorrow, I will require a refund, as I won't be able to drive more than 2000 km to bring it here.

And since then I HAVEN'T RECEIVE ANY RESPONSE! Now I am temporarily this far from where I ordered the items:

LINK

and will be driving to Hungary soon, followed by taking a flight to the US. This is the most annoying buying experience and rip-off in my life! At any rate, I'm not going to accept paying for something I never received and won't settle with a repayment but compensation for all the trouble I have faced with Thomann. Needless to say, I will reconsider buying all those items in my Wish List amounting to thousands of Euros which I intended for the remainder of 2023.

The copy of this message will be sent to ...at...forbrukerradet.no for future reference.

Regards,

E...
*********************************************************

It's the second time this is happening, out of only 3 orders! I just mention the last experience. The parcel has been delayed 10 days until today and hasn't been delivered. I contacted them twice last week as early as 7 days ago and again on Friday, 3 days ago. They claim they have contacted the mailing service. They haven't even responded to my last message and probably never made a case to the postal services (as apparent from their database). Otherwise the issue would have been resolved.

I order a vst that supposed to be downloaded immediately but i received a mail that they will delay the download till work days. But at the end good experience cause the product is perfect

I ordered an item from these people and it was supposed to arrive within 4 to 5 business days. Well, that was a bunch of garbage. I called their customer service only to be laughed at and offended by a customer service representative. I asked to speak to her manager and she put me through to the tracking team department where I spoke to a person who was not a manager, who was also VERY unhelpful. So she didn't put me through to a manager. They constantly avoided me being able to speak with someone in authority. So now the approx delivery time increased (from what they ADVERTISE online 4 to 5 days) to PERHAPS 8 to 10 days but that is not sure either. Their behavior is NOT SERIOUS. They don't take responsibility for anything but they DO DEFINITELY CHARGE YOU QUICKLY, the customer experience is painful and ridiculously slow!!!!!
Also, I wasted about 1 hour of my time talking to them by phone, for ABSOLUTELY NO RESULTS!!!!
If I could give them a 0 rating, I would definitely do so.

I ordered a guitar amp from Thomann, and once the amp was back in stock, about 2-3 weeks, they sent it off to me. It was right at Christmas time, so probably not the best time to order something, but the amp arrived in the UK, and should have been delivered, about the 28th December. After waiting over a week, I contacted DHL so see if there was a problem. There response was, just get the sender to send another one. I couldn't believe it. Anyway, long story short, Thomann very quickly sorted out another shipment, which I received this time. I can't fault Thomann at all, very helpful, and I'm very happy with the guitar amp.

Headphones were extremely badly designed compared to the old generation.

Sent back for repair and it's been 1month+ and it's still pending to be sent to the service provider to repair these.

Repair process is a joke and they can't provide an exact timeframe on when it will be resolved.

Feel free to look at the other reviews with 1 star ratings and that sums up the company. I don't recommend buying here because their customer service is non existent.

In December 2022, I purchased a bass guitar from Thomann. It was very inexpensive, so I decided to upgrade to a more expensive model. I immediately called and emailed to cancel the original order. No response about the cancelation, but I received an email notification that was already shipped. When it arrived I instructed the Ups that I refused delivery and to send it back. The company tried to resend it to me. Thomann's sale and return policy is total bs. This would have been the 3rd bass guitar I've purchased from Thomann. Do yourself a favor and avoid this company. Their customer service is garbage. Still waiting for my refund 🤨

Brought 9 of there own brand amplifiers from them for a customer, two went faulty - when our engineers looked at them they concluded that it was a very poor design - that lead to them been unable to be transported safely - all the high power electronics had come astray internally, and could short to the metal case, possibly fatal.
I have tried to explain to them the risk - they are not interested, in addition they refuse to understand that our customer needs the Amplifiers for day to day operation, they only way we can solve this is by purchasing another 9 amplifiers from someone else and replacing them all - can we get a refund? Can we hell, they want us to return them to Germany for repair, then ship back to us !!
Avoid at all costs, they are deliberately awkward when it comes to any kind of support or refund.

No doubt they will respond with the standard message below "please email us at - leitung.service thomann.de"

Then fob you off with some other excuse, like they have everyone else.

Do they really think we are ALL that stupid, look at the feedback - its all the same.

BUYER BEWARE

I have tried to be patient with this company. I have tried being friendly. But man, what a horrible experience it has been. And the fact that I am in the US and they are in Germany makes communication almost impossible. They say they have an online chat, but I can't locate it for the life of me. I ordered a guitar and it arrived VERY broken. Literally in 2 pieces. I set up an exchange, and this is where the problem starts. It took forever to get correct info on how to to get the package back to them, and now they are telling me I am going to owe UPS more money for the new delivery. I have told them I refuse to pay any more money for this guitar and all return charges (even with UPS) should be on them. I don't know, it has been a really frustrating and upsetting situation that has gone on for a long time. I hate leaving bad reviews, but this has been so horrible that I felt I had to. They tell me the guitar is on the way, but if UPS tells me I owe any fees, I am refusing delivery and am getting my money back for the guitar. Horrible experience.

Clear communication, updates at every stage of the order process, well packaged and delivered 2 days early with plenty of DHL updates to make sure I knew it was coming early. Can’t fault the experience.

Awful customer service, deceitful call center workers, no one accepts responsibilities, no one cares, awful awful awful avoid like the plague.

My order came with a free bundle. Thomann declared full retail price of the free item for custom clearance. I had to pay over 50% import taxes. The declared price should be the same as the actual selling price. This is clearly stated in UPS Commercial Invoice Guide. Thomann kept insisting they are doing the right thing but were unable to show me why they are following the rules. I never have such problem with other retailers.

Having a very difficult time trying to return a broken amplifier.
I have waited in for the courier and they didn't show up. They won't allow me to take it to a drop off point.

OK. I can understand peoples frustration as viewed on trust pilot. I have made a recent purchase for a bass guitar from Thomann’s and yes I did have problems ie. DHL tried deliver and it went back to Thomanns. (Long story) I re-order and the next one came as described. And they re-funded me for the first one including the shipping cost. During my experience – Thomann’s kept me informed and responded to all my emails. It did take a while to get the refund – but it did happen when they said it would.
All I can say is if you are BUYING A LARGE ITEM… a few tips; DHL will tell you when it’s going to be delivered, albeit times are a bit flaky none the less, DHL will deliver on the day they say, unto about 8.00pm (in my experience). MAKE SURE YOU ARE AT HOME to accept delivery. As they won’t leave a large item else where, including a collection point as the item will no doubt be too big. If you do have problems, email Thomann’s. And all I can say is politeness goes along way from both sides. Be patient as in my recent experience it all worked out in the end. And I will be buying from Thomann’s again. I hope this review has been helpful.

Let me preface this story with this. I have purchased 4 guitars (2 were B Stock) from Thomann before my bad experience and all 4 arrived safely and in great condition. The B stock guitars matched the conditions and had a few minor blems as expected.

Now….

My 5th guitar purchase was a Chapman that was labeled B stock. The item description said it had a coil split.

The guitar arrives not in the foam cover and with only 1 piece of tape holding the box together. When I take the guitar out, it’s got dust all over it and all the frets are scratchy and dull. It also does not have any push-pull potentiometers to accomplish coil splitting with.

After 4 days of back and forth with customer service and the guitar “experts”, I am told that temporary usage of the humbucker coil for 1 of the 5 pickup positions is the “coil split” and that the dust, frets and shipping condition isn’t covered.

After this very disappointing experience, Thomann has lost my trust. Buying guitars from them is too risky especially now knowing they aren’t inspecting B stock guitars and simply passing on someone else’s return to the next customer. Not to mention the misleading specs listed on the site.

Customer service is horrible too. You get repeatedly told to wait another day for them to get an answer, meanwhile they didn’t email me when they got an update from technicians though they promised they would email me the status of my refund. I had to chat with them everyday just find out what was going on.