Thomann Music Reviews 329

Update to my complaint below: after reaching out to Thomann my money was quickly returned. A shame this happened in the first place, but I appreciate the resolution and I've revised the rating up a bit. Important to mention that, as pointed out below, most of my dealings in the past have been 5 star experiences. Notwithstanding the predictable mess Brexit has made of cross-border dealing, I'll still consider them for future purchases through the website. Thanks Fraser Chisholm for sorting.
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I've spent thousands of pounds with Thomann over many years and always experienced excellent customer service, as have many friends and musicians I know.

Recently I needed to order some drum parts. They were helpful in identifying what I needed to order and sent me details for a bank transfer. I was a bit reluctant as I've always paid by credit card, but went ahead as I consider(ed) Thomann to be a legitimate, trustworthy business.

I wish I'd read the recent reviews here first.

Three months and countless emails later and Thomann claim they have not received my transfer. My bank ran a payment trace proving the money went into their UK HSBC account. Now my emails are being ignored.

There's bad customer service and then there's simple theft and fraud. I'd still like to think my money will be returned and it's just an admin issue. I'd be happy to reflect this accordingly in my review.

Unfortunately, that's looking less and less likely and I feel compelled to prevent others making the same mistake.

I ordered a guitar pedal and pedalboard, both shown as in stock at the time of ordering. Shortly afterwards I receive an email saying the pedalboard is actually out of stock and will take another two weeks, but they’re happy to send the pedal now. Annoying, but fair enough. I receive the pedal, unfortunately it’s a faulty unit. Again, annoying but not necessarily their fault. I then go through dozens of emails to explain how and why the unit is faulty to be sent a patronising email with a video on how to plug a guitar pedal in; after 20 years of playing, buying kit and plugging it in I’m perfectly well qualified, thank you very much. In the meantime I receive an email saying that the pedalboard is a further four weeks delayed. Anyway finally they accept that the pedal is faulty and arrange a returns label. I promptly print the labels and take this to the DHL drop off point. One week later the very same parcel arrives back at my house. Getting quite annoyed at this point. They arrange a collection this time and the parcel makes it. Current position is that I don’t have a replacement pedal, and I don’t have the pedalboard (noting that it’s a further two weeks beyond the six weeks they had said it would be delayed). So we’re two months in to what should have been a simple transaction, I’ve spent £400, and currently all I have to show for it is a collection of frustrating emails. Do your self a favour and shop elsewhere.

And before I get a copy and paste reply here from Thomann suggesting I send an email, I’d suggest you just crack on and sort it out….

Update:

a) first they have responded with a copy and paste reply suggesting I send an email (see above), so clearly they’re not even reading these reviews.

b) I finally have received a refund, but in true Thomann style it is for the incorrect amount by quite a long way.

The incompetence here is utterly baffling.

Normally I wouldn't leave a review but this is to anyone thinking of using Thomann and DHL,
"buyer be warned"
If you read any reviews about shocking service and poor delivery experience then they are true.
DHL are at best disappointing, failed to deliver twice after I stayed in, accused me of not being available to take delivery, lost the parcel, then found it and delivered without warning a week later, Opened!!!
Spoke to Thomann, complained to DHL, promised call back from both but nothing!!
Clearly their opinion is "you got it didn't you"!!
After 3 weeks, do they think that is good service?
A good company is one that is good when things go wrong, sadly that was not my experience I'm afraid.
I gave them 2 stars because it did eventually arrive and I do like the products, but I would be very reluctant to use either again.

RIP OFF MERCHANTS SELL GUITARS USING FAKE SOUND SAMPLES THEN KEEP YA MONEY

Bought a Sire bass from them, I didn't like it so returned it quickly. They sent a courier to pick it up (which they did) but then sent the same courier the next day. This seems to have confused them further (it's their fault). I was worried about this and phoned to check that it was recorded as being collected. They assured me it had been and was in their system.

It's now been 22 days and no refund. every time I phone them they are initially confused because of the double booked collection (again, their fault).

I've just contacted them via the chat, the 'hotline' is constantly busy. I've got the same old BS runaround from them.

They used to be great, but now they are the worst company I have the misfortune to buy from.

I would advise anyone to avoid these charlatans!

So I got the standard response.

Reply from M Thomann
A minute ago
Hello,
Thank you for your feedback. We’re sorry to hear that you are having problems with your purchase. We kindly ask you to email us on XXXX with the details of your order, and we will get back to you on this.
Your Thomann Customer Care team.

E-mail them? Gosh never thought of that!

I've sent many e-mails, spoke to them on the phone, even tried their online chat. Why would I think a new e-mail is going to help when the others haven't?

*Ive been emailing for 4 months - nothing got resolved!!! “ Bought a £2800 drum kit in May. One of the floor toms arrived without legs and I’ve been chasing it ever since. I can’t comprehend how this can be allowed to happen. Please avoid them at all cost!!!!

Awful company. We bought an "electronic (descant) recorder" that uses an Android or Apple phone app to replay the notes: a good idea but the software is not yet fit for purpose. We got the runaround in a number of respects by e-mail from their customer service but despite eventually managing to return this item via their arranged carrier (DHL) after a wasted trip because they expected us to agree to export our personal data to the USA to find a DHL UK Parcels Servicepoint, and we took it to the "wrong type" of DHL Servicepoint, which refused to take it, we found the "correct type" in another town.

Despite DHL tracking confirming the return of the parcel to the retailer, they claim it hasn't been received and won't commit to a refund. Now subject of a Part 27 County Court claim against the credit card company because this German company is out of the jurisdiction of the UK Courts.

This review relates to Thomann GmbH, the same company that has numerous better reviews with Trustpilot under other trading names.

Update 10/08/2022: Full refund to credit card account by bank.

I bought a mixer from Thomann which within 3 months started to have issues. After contacting them the sent me a returns label for a UK address which turned out to be a Mailing address. Five weeks later the mixer arrived in Germany. I have now been waiting another 7 weeks for the repair and return. Communication between Thomann and myself has been poor at best with standard replys. I have asked for a refund or replacement again standard reply was sent. After another two weeks we have been forced to take action to recover our loss.

A cautionary tale . I may be unique in this situation. But if you rely on your expencive bit of kit it may be prudent to purchace else where .

Bought item from thomann £133 money left my bank account said never received the money sent in statement worst customer service ever will keep chasing them but never buy anything again😡

A dishonest and ignorant organization. Railroading me into a purchase and ignoring all aspects of a complaint except the points that make them more money. Also using me to claim money from their couriers when all of the damage was taped up with Thomman tape before it left the warehouse. A dishonest and ignorant organization, an example of how not to operate, and in light of the current world situation, should not be allowed to trade.

EDIT - Your ignorantance knows no bounds, you consitantly ignore the main parts of the emails and drone on about payment.

This is a legal issue now

I ordered a Korg Piano on their UAE site. The product was €486 with shipping at €70 (€556 total). I then opted for the express shipment at an increased total fee of €742. When the product finally arrived in the UAE I was hit with an alarming €102 customs fee. Absolutely outrageous! Avoid these thieves at all costs!

I purchased a "B Stock" guitar amp for home practice.
The Amp had an issue with noise.
So I returned it to Thommann
This is where things went astray, it was posted on 15 May, delivered 18 May and on 28 May I still hadn't received a refund.
Thomman said it would take 20 days.
I wanted to buy another amp, but without the funds I couldn't
I had to put the issue in the hands of Pay pal received my refund from pay pal today
Whilst their, returns policy was efficient, their refunds are very poor.
Avoid.

I returned a Squier Affinity bass guitar that had arrived with marks on the paintwork.
First of all, unlike some of the better music stores which will organize a home pickup, Thomann required me to take the package to a post office.
Then a few days later they said they had received the guitar, but the package had been damaged and so was the guitar.
This obviously had nothing to do with me since I had returned the bass in its original box, placed inside an outer box and I even placed additional packing between the two boxes.
They say they are waiting for additional data from the shipping company, but that is between them and the shippers.
I should have been refunded anyway as soon as they got the return, but they haven't done so.
If I don't hear something positive from them soon, it looks like I will have to involve PayPal.
update: refund received on 1st of June. Pity they had to make it more difficult than necessary

I genuinely can't fault this company. From placing my order to receiving the guitar, everything felt like I was dealing with a highly efficient company that really cared about customer service. After several dispatching updates the guitar arrived in perfect condition on the date expected (it didn't even need tuning!) and was very well packed. I wouldn't hesitate to recommend Thomann - they really deserve 5 stars!
As for the guitar - a Harley Benton HB35 Plus - it's an amazing guitar for the price and plays as well, if not better than, the most expensive in my collection.

Ineffable customer service and return policy

Awful service, and I really wanted it to be good.

Ordered a new guitar from them in early February. It was shipped quickly and arrived with damage from the manufacturing process - a severely dented and damaged fretboard. There was no damage on the packaging at all so I know this was caused during manufacturing. I immediately made contact to request a return, but heard nothing back for days.

I made contact again chasing it up, and this time was presented with a return label and the instructions to pack it back up and take to a DHL shipping office. I did this on 12th February. on 15th February tracking showed it as being delivered.

It's 2nd March today and I still have no refund or replacement item. They still have my money of course. No one contacted me until I emailed them on 28th Feb. Then they replied saying that they didn't have the guitar back so couldn't process a replacement/refund. I emailed straight back with the tracking details - the ones that they had given me from the return label they supplied. No reply.

I started a PayPal dispute yesterday as noone was getting back to me. Now they have responded to the dispute saying that they will offer a refund but I have to ship the guitar back to them.

I did. It arrived on 15th February as the tracking provided by them shows.

Terrible service, very poor quality control (the guitar should never have gone out in the state it did). Don't waste your money - buy from a local supplier where you can check the item before you part with your money because otherwise you could end up like I am - with no money and no product, and very little help.

Ordered a Harley Benton 450 plus VB.
The guitar arrived with rusted strings (not the worst) and higher frets that were not levelled so needing a fret dress. I contacted customer service and waited a couple of days for a reply. They wanted the guitar to be sent back and a replacement sent out which I thought was great....until I seen similar stories of people being sent a guitar in exactly the same condition. Along with the terrible attitude of the customer service advisor I just lost trust. My guitar has to go to a luthier which costs me £80 and even he was shocked by how bad the condition of the guitar was in. The switch was facing a diagonal angle and had to be straightened.

I spoke to customer service and asked if they would contribute towards the repairs and was advised they would be giving £30. I've especially lost £50 buying this guitar and been treated like a mug via emails.

I wish I looked at the reviews before placing an order and would advise avoiding them and going with a more reputable company that actually care about the customer.

Don't expect anything form these guys.
Customer service have really bad attitude. They cant deal with things going wrong. There is no infrastructure to sell to UK customers. Had items delayed for months, and now a return is taking even longer.
second time used them, never again.

Avoid using thomann i bought a casio csp350 b stock. When i got the product, it was automatically switching off. I had to send it back to germany. After 4 weeks they sent exactly the same product with exactly the same missfunction. I did sent videos and no answer from their support. No appologies no support. Avoid using thomann unless is a cheap product with no need of support

Placed my order on the 26th Jan then saw some of these reviews and started to worry, was given a tracking number that didn’t work emailed them and they replied within the hour the tracking number apparently only works once the item is in the uk.On the 2nd of feb I received my order can’t complain with that.