Thomann Music Reviews 

Ordered an ESP guitar for close to £600 although it did arrive on time it had a faulty bridge so was unplayable. Contacted them and they told me to return it but it would take around 4 weeks. I asked for the part to be sent out and I would have it repaired locally but that was still around 3 weeks. Got it to a local specialist who got the parts next day, repaired, tuned and set up the guitar for us. Now Thomann are being as awkward as they can when I simple just want the exact amount it cost me back. Blunt borderline aggressive email responses saying they could repair it for less. No care for customers or supplying working instruments just profit margins and a lack of decency. Not a shop I will ever use again as they failed in their service and once it was fixed suggested I returned it for a refund! So now it’s been fixed at my cost send it back in a better condition than they provided!! It is a present for my son but no its seems fine for them to expect me to take it off him now it’s working.

I emailed reviews@Thomann as suggested in their reply. It’s been 8 days and I have had no kind of response at all. Absolutely shocking company

They have rubbish contracts with DHL, so at best, you'll receive your package late.
If it gets lost, as was my case, Thomann takes no responsibility. I located my package 10 days later, 30 km away, thanks to an acquaintance who works at DHL, just when I was about to file a complaint. The funny thing is that the uneducated staff from the misnamed "Customer Service" are the ones who, with all their arrogance, send you an email with instructions on how to file a complaint.

Thomann... after a month of dozens of emails and calls from your low-skilled staff, don't make any more fools of yourself here by replying automatically, pretending to be interested in finding a solution.

Customer 10745329
I have purchased a lot of equipment over the years from Thomann. The prices are reasonable, the choice is excellent and I can live with the long delivery times.
The problem is when you need to return a product outside the 30 day grace period. I purchased an active bass in June and this week the active circuitry is no longer working - the bass is permanently in passive mode. I was asked to send videos which I did and have been told that these videos have been sent to specialists - why is this ? The video shows me switching between both modes and there being no change in sound. Even the manufacturer advised that there was a wiring fault and to return it under warranty. What else will a specialist glean from my video? This is just wasting time.
This is where I have an issue with Thomann. If it takes several days to approve the return, a week or two to return the product and then even more time to do the repair I should have a working bass by October. For a product to fail after two and a half month’s, Thomann should be offering a replacement bass. Instead their customer service team should stop the patronising “you must be patient”. I even suggested paying more for a different bass in an exchange deal providing the returned bass was proven to be faulty ( something I’ve done before with Thomann but I’m now told this isn’t an option)
I think after several years of using Thomann I need to start thinking about using UK on line guitar companies. Yes Thomann offer value and more choice but when something goes wrong the process is slow and painful

I ordered and paid for a lighting rig - I told them I needed it urgently as we are community charity fringe theatre with three shows coming up- I didn't realise they were abroad until they said about customs - So we missed having lighting for the first show - When they arrived I had a professional electrian put them in - They lasted one hour before they started flickering - Then they went off all together - But some codes came up - Their technical department knew nothing about the codes - The internet knew more than they did - Then I got an emails asking me to tell them what the fault was - I did this - Then they asked me to video it - I kept complaining that this was a waste of time - That I needd the lights urgently for the rest of the booked shows - I asked for a replacement in the interim - as I knew the process of returning them would be a long time -I am angry and upset that I was disbelieved especially after all the proof I had already sent them - proof that they asked for - I asked again how long would it take to get a replacement - and was told 20 to 30 working days - only after they'd checked them - They obviously have no understanding of theatre and the need fir good lighting - This company was reccomended to me - I wish I hadn't listened to them - They have treated me and my theatre with a total lack of respect and understanding - They organised a courier to pick them up - I told them not to bother as I would have more satisfaction telling everyone what a crap company they are - Guess what the courier turned up - All that waste of time and money when all I wanted was a ste of theatre lights that worked - I will never used tjhis company again and I will forever advise any one else to not use them -

I did not realise when I ordered that this company is not based in the UK. The result is that delivery takes ages - far longer than the estimated date they misleadingly quote when you order. Goodness knows what will happen if you have to return the goods if faulty or claiming under their warranty.

Just spent a lot of money with them and products did not arrive in the first package and the Harley Benton power bank has stopped working! Rang up poor response! I will have to wait over a month to get my stuff repaired or new sent out ! Crap service!

I returned the item “100526 Yamaha FHJ 200U Curved Headjoint” and it was delivered back to the company on 23rd May. It has been over 3 weeks and I still haven’t received my refund. I emailed several times but got no reply at all. Very disappointed – the so-called 30-day money-back guarantee is meaningless if no one responds!
There is no way to contact them, and it feels like this company can just take customers’ money and ignore all responsibility.
I feel completely powerless and cheated.

Edited at 3:43pm :
Turns out all UK customer service channels simply leave your messages on read and never respond.
If you need help, you must contact reviews@xxxxxxde — you’ll actually get a reply from their 5-star customer service team.

It’s disappointing that a regular customer has to go through so many hoops just to figure out how this company operates and how to get proper follow-up.
To this day, I still don’t know the real situation or how long it will take to get my refund. But at least someone replied — and that gives me a bit of hope.

I tried to return an item within warranty. They told me first of all it would take at lest 6 weeks and then told me I have to print labels and pack the item and ship it back to them, and they will decide when it gets there if it still has its warranty depending on its condition after travel. So in short, I ack it and accept liability for travel damage and possibly lose my warranty. I said no I didn't want to take the risk of packing it so. They both refused to release me from this transport damage rubbish and refused to let me communicate with a manager and they refused to uphold the warranty. And wanted me to not buy from them any more. I will see them in court. Absolute scumbags.

Dreadful service. Received a guitar with NO action:strings so close to the fretboard it was unplayable. Thomann freely admitted they don't check before dispatch. I've been told no compensation is due for poor, time wasting service. Its now my job to package it all up and return it in the hope I get my money back. The ridiculous repackaging rules seem to want me to package it up better than how I received it - maybe a plot to try and keep my money. Don't use these people friends.

Let me start by saying that in over 40 years I have never given a bad review for anyone so it saddens me too do this, I bought a Supro delta king combo from Thomann that was delivered damaged. The box with the footswitch in had fallen or been placed in front of the speaker! As a result the box during transit had gone through the speaker cloth and through the speaker cone making 3 holes in the speaker. I managed to repair the cloth and do a temporary repair to the speaker cone using PVA. The repair to the speaker obviously is only a temporary fix. I contacted Thomann and asked if they would send me a replacement speaker and they refused, I have sent them photos of proof of damage and they say a replacement speaker isn’t available, I then said I’m happy to have a different make of speaker and they still refused to help, So I had no choice but to spend another £95 out of my pocket to replace it due to no fault of my own. Thomann I will never buy from you again. If this is how you now treat your customers, you should be a shamed of yourself….

In response to Thomann’s reply, There has been many emails going back and forth over the passed few weeks and all I get back is there’s nothing they can do. It’s shocking….. Update: I contacted Supro directly and they say they would happily exchange my amp for the smaller delta king 10 because they don’t have a spare 12” speaker. How pathetic and ridiculous is that. I have now just bought another delta king 12 and will just keep the one with the different speaker as a backup. I really thought Thomann & Supro were better than that but obviously not. To say I’m unimpressed with Thomann & Supro is an understatement.

New Update : Supro has now sent me a replacement speaker, Thank you Tony @ Supro for stepping in and doing the right thing, It’s very much appreciated. 👍

I purchased a violin pick up. It took a week to arrive . I wasn’t sure it was what I wanted and I couldn’t test it as there was no battery as there should have been. I had a gig coming up and didn’t wan to waste any more time so emailed them to say I wanted to return it . No response for a week so I emailed again and got a response with instructions on how to return . However DHL dont have local pickup so had to travel out to a local village to send . Over a week later I got the refund £10 short no explanation given . I ordered a different pick up from Amazon which arrived the following day . I’m sure I could have returned it via a local drop off and received a refund within a week if needed. Thomann just are not in that league. It cost me time and petrol money to return and it cost me a further £10 as didn’t get a full refund

I purchased an edrum kit from Thomann. On delivery, although the drums were working, there was an issue with the volume sliders on the drum module. I contacted Thomann and after a few emails and a video upload it was decided that a replacement module was required. There was a 4 week lead in period before the module was available and Thomann did inform me of that beforehand. The new module arrived within the 4 week period and everything is working as it should now.
Great customer service from Thomann who made the whole process easy and kept me informed of the progress of the replacement part.

I ordered a Harley Benton ST modern SFG and it stated 1-2 weeks which was great not too long to wait. A little further down the line I noticed the wait time change to 13-17 weeks on the website which is a huge change. My email still said 1-2 weeks and I was told on live chat I was due to get mine on 2nd April 2025.

I reached out via email today and was told now i wouldn’t be getting one until the 30th June which is over 3 months away and this was confirmed on live chat. Thomann didn’t bother to let me know this via email or my customer portal.

When I tried to explain how poor this was to the Thomann customer service agent on live chat that couldn’t care less. They didn’t offer any alternative and their response was very robotic and couldn’t see how frustrating this would be from a customers point of view. I won’t bother with Thomann if this is how they treat their customers very very poor service.

I bought a guitar pedal which didn't work , I wrote 6 times saying it was faulty , over a 6 week period yet heard nothing ,
Communication was dreadful.
I eventually got a full refund weeks after I'd sent the item back.

over the last 3 years i have ordered 5 basses, recording equipment, speaker & amp. All were great, as was the advice I received after checking many,many reviews of the purchases on the internet.

I have bought before from Thomann and the selling experience is excellent. It’s only now that I have an issue with them that I realised how poor their customer service is. The Warranty they offer and pride themselves about is thoroughly useless.

I purchased a Lava me 4 guitar from them last march and a tuning peg snapped off. They tell me that the manufacturer no longer makes the part and to get a quote from a local workshop.

I don’t know any local workshops and in any case, if Thomann can’t get the part, how do they expect workshops to obtain it. Therefore my expensive guitar is no longer fit for purposes. I’ve contacted thomann to claim off their warranty and have not heard back from them.

I ordered 9" thomann conga head & they sent me 7.75 - 8" conga head. I realized it doesn't fit into my bearing & very small for the crown. I asked about that from one of customer service & he ask to contact the Drum department. So i get contacted with them & send them all the photos with measurements & they said that conga heads doesn't have actual sizes & they always various. So why they advertise with the measurements then? They don't want to accept their mistake & always trying to hide it by giving wrong informations. Really unhappy & disappointed. They have good quality products but can't trust them as once they sent a wrong item they don't want to accept their mistakes.
My case number GB / RMA 6749108R / Thilanka Maduranga (21237143)

Test of customer service is when things go wrong. Supplying the goods that have been paid for isn’t customer service, it’s simply compliance with the contract. Every single time stuff has gone wrong with Thomann, they’ve been utterly s**t. They have a reputation in Germany of simply denying there’s a fault. This is a “salt of the earth, family business“ that was fined €15m for ripping off customers by fixing prices…

The courier serviced used by this company not only inconvenienced and cost me time and money. Ladened with excuses. I am now reluctant to purchase if at all again very disappointed