Thomann Music Reviews 329

Terrible service nothing but excuses,a week passes after they stated my purchase was sent but the carrier DHL dont have info on it..was to have been a present for our grandson but his birthday came and I had to go and purchase from a local store at inflated cost..I asked Thoman what can we do they said wait for it to arrive and start a return...Sure but with no one knowing where it is,is it really likely to arrive..so many horror stories revolving around Thomann and their lack of service and excuse..never again thats for certain

Absolutely shocking service. Returned a keyboard costing £2500 on 5th August - apparently it’s still in transit and hasn’t been received. Customer service just keeps telling me to wait.

Now they’re asking for documentation from DHL which I was never given.

Do not trust the returns policy, stay well clear.

Stay away!!! Very scammy!!!
Bought BMPCC6K Pro and returned same day OVER A MONTH ago and still no refund.
Looks like their dodgy company driver stole it and they are making it really difficult for me to try and get my refund even though I did everything I was told to do by them. They just keep trying to pass on the blame and being very difficult about the whole thing.
Can’t help but feel being scammed big time.
Lucky I have evidence of all the conversations and CCTV footage of their driver picking up the parcel, but they are trying to blame delivery company and not willing to take responsibility.
Looks like will have to go into court as it is a significant amount of money.
Don’t make my mistake and buy from one of the more legitimate companies.

I ordered a new Cello bridge on 30 Aug. Delivery via DHL came yesterday - Monday 6 Sept. Only problem is that they sent a single 3/4 Bass string instead of the Cello bridge I'd ordered. Called, they wanted photographic evidence (they didn't believe me) so I sent a pic of the string (in its bag), wrapping with label clearly shown. Still didn't want to know. Contacted them again - 'go through Customer service' - as I had already. They Do Not Want To Know..... I've paid for a new Bridge, the cost of sending it, phone call costs to Germany. But I'm just left with a single Bass string, for which I have absolutely no use. But they don't want to know, they don't care......
Making a mistake is one thing - happens all the time, but the test of any business is how they respond - and the speed of that response. That's where Thomann have really shown their true attitude - they just don't care.
UPDATE: Thomann agreed to supply the paid-for Bridge which eventually arrived on Tuesday 14. In a very large cardboard box - 50 x 12 x 12 cm, with lots of paper packing inside on top, with the small delicate wooden bridge unprotected in the bottom of the excessively large box. Great, they did eventually supply what was purchased but the packaging was, putting it mildly excessive and not effective. But it was cardboard and paper so environmentally sympathetic.

Really bad customer service, they don't refund money after sending the item back, I had to pay 25 pounds for postage to return the item just 14 days after receiving it. They are really ironic and disrespectful in their emails and they don't care about their Uk customers

I've used thomann for years but it seems they are not like they used to be. For starters my last 2orders I've had to chase them up, and despite what they put online about signing to uk mail as courier they actually use DHL as if you try to track an order there is no mention of uk mail but DHL. Once again DHL have lied about trying to deliver an item despite my home having cctv outside my property they claimed no access to flats,my flat has its own open entrance to a main road, so I contacted thomann only to find out that they obviously don't care that I've been a loyal customer for years and just spent £2000 on orders only to be told that they can't guarantee my orders, I have a taped phone call as proof and when I told them i can't even speak to anyone at DHL on a phone, they keep you on a loop with no way to speak to anyone at all. I told thomann that I was reluctant to ever use them again if they can't get a promise on a divert I was told that's my choice, what a rubbish attitude to have considering I've used them for years. They are clearly using the uk mail name to try and hide the fact that actually it's DHL that's delivering all their items to us here in the UK. I'm so angry that I will never use thomann again, in fact I'm tempted to send my synth back I just bought as according to thomann they can't guarantee my items will be delivered, how can I trust them if I need to return an item, I'm going back to gear4music as at least they don't mess up all my deliveries. Thomann have lost a loyal customer for life now, GREAT WAY TO CUSTOMERS THOMANN, AN UTTER JOKE.

I opened an order with this store because the status was In stock within 1-2 weeks, Which I can wait, and when the due date of delivery, the status of the product changed to In stock within 12-15 weeks.
So I chatted to ask the staff. And only the answer that says sorry... We really can't do anything.
If the product is out of stock or doesn't have it, it should be told in the first place. And don't give me hope Because, in the end, the customer must be the one who was deceived. and waste time waiting for products.

Literally paid £8 postage on a £125 item, expected it to come in a few days, ended up taking over a week long+ for delivery and was impossible to get any customer service via emails, spoke to customer support eventually via live chat about a possible delivery refund and they told me to basically "go away its not our fault I don't care have a good day"

won't be using them again.

Avoid. Bought guitar equipment. Thomann pretends it's a UK based company as it has a UK Web address and the currency is in pounds. Actually it is based in Germany and hence the EU. Delivery is really slow and later one has to pay customs duty which was a substantial amount.

I ordered a set of speakers to the UK. Upon receiving the confirmation email there was a note to say that my order would be subject to several charges payable on delivery that would bring the total price to 33% more than I was charged by Thomann.de

I emailed the sales representative to cancel the order and recieved no reply. I then called their office in the UK and was told that as the order had only been dispatched a couple of hours ago they would cancel the order and I would receive a refund when the package returned to their premises.

As it turned out this did not happen and the package arrived while I was out, leaving me with no option to send it back with the courier and landed with over £100 in extra charges on a package that was never supposed to be delivered. I enquired with the courier as to whether they had recieved any instructions from Thomann.de and they told me they had no record of any correspondence from Thomann.de.

I would not recommend this company. I do not consider them honest and their customer service is terrible. I'll never use them again, and neither should you.

Shocking Service, if I could give them lower I would. I ordered a guitar in plenty of time for my sons 21st birthday, but was given four separate delivery dates. When I queried the dates each time I was told that their suppliers sometimes ran into logistic issues, the first failure to deliver I accepted as I had plenty of time and put it down to COVID. After a few times of contacting them I was given the same uses and the company give me a choice of putting up with the ever moving date or cancelling my order as it was out of their control. There was absolutely no customer consideration at all - absolutely shocking service and customer care. Will never deal with this company again and advise everyone that may consider using them to give them a wide berth.

Awesome customer service, to go with quality products, can't go wrong with that

After not being able to pay via card or PayPal, they asked me to pay direct through PayPal so I did, then sent me a letter saying it has arrived in euros and they are sending my money back and not sending the items. Poor customer service and poor payment choices! Foot value prices if you can ever actually make a payment and get it sent out to you!! 1 star but I would give them 0!! Shocking service!! Do not use them go for gear4music.com or even muziker.com you’ll thank me
Later!

In order (presumably) to gain an advantage over competitors, Thomann quotes prices without VAT. You are advised of this as you put an item into your basket. This would be fine (I suppose) but for this sentence, under (3) "BASKET". "Your basket value is below £135, thus we have to charge £21.40 VAT in addition to your payment." Note the word "THUS". When I added to my order, so that the goods came to the value of £135+, I'm almost sure that no mention of VAT was made as I paid in full via PayPal. I naturally assumed that Thomann had a policy of waiving VAT on orders of over £135. I immediately received an email advising me that I would have to pay the VAT to the Courier. My (angry) cancellation email bounced back, even though it was to the address they provided. I found a different email address and that got through. They answered quickly, partly blaming Brexit and claiming that their wording was clear. I rest my case.

Terrible terrible customer service and communication i have now been waiting over a month for delivery of a parcel and still no word from thomann .In that time i have sent multiple emails to thomann and had one back .They have left me to try to sort everything out with ups which now i am trying to get import tax and insurance back as it looks like the parcel has been lost , but thomann have been so poor from there end its a total joke .Save yourself alot of trouble and order from somewhere else its been a real headache and i order online all the time this has to be the worst company i have dealt with so far

Would give 0 starts if I could. I had THE WORST customer experience of my life. Bought a *A STOCK* HB guitar and received a piece with a structural damage, the bridge was not properly attached and the hole where the bridge is attached was not cut straight. I asked for a return and they threw all the returning burden on me, I had to contact UPS and arrange the shipping and customs paperwork myself, they couldn't be bothered to generate a return label, do you believe that?? And they are cheeky enough to put a tag on the guitar saying the instrument has been thoroughly checked before dispatch, NOT TRUE, I spotted that as soon as I took it out of the box and inspected it myself. They even said that that was a cheap instrument so things might slip through QC, if that is the case, don't LIE to customers putting that ridiculous tag saying you did something you clear didn't. I could expect some minor aesthetic detail for a budget instrument but not expected a not properly attached bridge. Ridiculous.

I finally got them to generate a return label and the emails with the instruction said I could need to pay import tax AGAIN because it was a new instrument.

After more than two months fighting with them we finally got to an agreement where they would refund 50% of the price of the instrument (at first they offered me £10, what an insult!) and that was only because I like too much the model of the guitar, if it was a normal item that I could buy exactly the same anywhere else, I would send it back straightaway. Will NEVER even consider thomann in the future. No respect at all for customers. I need to buy an electric piano in a few months, and guess what? I will buy it elsewhere.

I can’t complain about Thommann.
3 guitars purchased. 1 sent back.

1 g&L telecaster made in Indonesia
1 Harley Benton sc 550 + emgs made in Indonesia
1 Larry Carlton single cut LP style Gold top
1 Mooer ge150

The g&L tele went back (electronics not working)

The HB sc 550 + emgs is flawless in every way

The Larry Carlton is almost flawless ( a tiny indentation in the binding on the tip of the headstock) but I’ve seen worse on Gibson custom shop models costing 4,000 or more.

The Mooer ge 150 is the best thing I have ever bought.

Thomann took back the g@L no quibbles and compensated me 25.00 gdp.

These are nice people to deal with. Be reasonable with them and you will get treated likewise in return.

I would give them 0 if I can. Horrible communication and customer service. I paid extra to get shipment within 5-10 business days. It already passed more than 15 business days and my shipment is not here.
As per UPS, Thomann wasn't replying to their e-mails and delayed customer clearance process.
Thomann started lying and saying we didn't mention 5-10 business days though I have it in e-mail.
Since the sales peronnel refused to help, I asked to foward e-mail to the higher management or complaints center, I never heard back from them.

I'll be losing an important event and and extra money. I'm requesting a refund for the false promise and horrible service and extra money paid for faster delivery.
I'm also requesting compensation for that for loss event revenue.

Having ordered over £1000 worth of speaker cabinets I was hopeful everything would run smoothly. I wasn't disappointed at all, was expecting a week to deliver and all items arrived a day early. Very happy with the whole experience and won't hesitate to recommend to other musicians.

Terrible company ... sended Audeze headset for repair 2 times and they keep telling me that there is no fault... and they send it back... very disappointed because I'm dumping this headset worth 300euro