Thomann Music Reviews 204

First I bought a B stock Koch amp that arrived damaged. The metal, built like a tank, footswitch was shipped in the back of amp unsecured and without being wrapped. This broke one of the valves and caused other damage to the chassis and speaker. Took over two weeks for them to arrange a return and refund. They were not interested that bad packing had caused / contributed to the problem and instead wanted to claim from UPS, hence the delay. At least the amp was collected.

Thinking this was a one off, I ordered a Blackstar amp. This arrived faulty, with one channel being totally dead. It had clearly not been unpacked or tested before shipping. I filled in the online return form and explained the problem. Received the automated email with a returns label. No apology or acknowledgement of fault. Rather it was as though I had just decided that I didn't like the amp and wanted to return it. I now have to print out the returns label, attach to the package and take to the post office. No mean feat as this is a substantial box and weighs over 20Kg. Clearly Thomann have no interest in having faulty good collected unless they can claim from the courier and instead rely on the customer to sort out their problems. I am not a happy bunny with the thought of hauling a heavy, big box several hundred yards to stand in a post Office for the privilege of returning faulty goods.

On both occasions the amps were at a good price but this is no good if at the end you have nothing but a lot of grief, disappointment inconvenience and hassle.

I have given up being an unpaid tester and unpacker for Thomann and have ordered a replacement amp from somewhere else.

I am beyond impressed with Thomann in every regard - not only is their stock very comprehensive, from budget-friendly options for instruments and gear that punch well above their weight to high-end professional equipment (sometimes both in the same product!). Their customer service is excellent, professional, and courteous, and have helped me out with any issue I have had with speed and quality.

I would argue that, even in a field with very strong competition, there is no company that exceeds the quality and professionalism of Thomann. I recommend any musician, even beginners, to browse their website if you need anything music related!

Ordered a Behringer 18/20 interface at an amazingly low price from Thomann, got it really quickly and really pleased with the item and the service

Well, i pre ordered a Harley Benton SC custom FR and waited 4-5 weeks for it to come into stock, then another 4 days for it to be dispatched, then another 8 days for delivery.

Unfortunately the guitar i recieved had so much wrong with it that it was packed up and sent back to them within an hour.
The guitar had numerous scuffs and scratches.
Very messy binding on the neck and headstock with a horrible gap on the corner.
The fretboard was dry and poorly tooled at the heel.
There was a poorly located backplate screw that stuck out into the trem cavity.
There was no ground wire soldered to the claw - completely missing!
The tremolo arm was a cheap pot metal knock off with a locator bar -not the official FRT1000 arm and it didnt even fit in the socket.

All in all a complete mess and they clearly did not quality check it at all.

It was easy to start an RMA from my customer account, printed up the label and dropped it off at the post office. It took 10 days to get back to them and a further 5 days and contacting the social media team over twitter to get a response to my emails and within an hour i got an email confirming my return and a refund, which has now come through another 3 days later.

All in all a complete waste of time.

The other items i bought were great except for the guitar case which didnt fit the guitar that i've now sent back despite me checking with them first that it would fit but the employee i contacted clearly not actually checking.

I've kept the case because it fits my daughters guitar and i had already thrown away the packaging becaus it arrived a week before the guitar that it didnt fit.

The pedal and HB pedalboard i bought are very good.

Slow but good customer services despite QC issues, but due to the really quite terrible problems with my first HB guitar i do not think i will be buying another.

Generally I've had good experiences with Thomann, but last month they sent me the wrong item (an electric instead of an acoustic) and the customer service was a bit of a mess.

Despite it being their fault, they insisted I'd have to print a label (I don't have a printer) carry the big heavy box to the post office (during lockdown), and then wait a week for it to be checked before sending out the guitar I'd ordered and paid for.

Since I was in a rush to get the guitar, I asked customer services if they could dispatch my a replacement straight away. I mean legally speaking, goods sent by mistake are their problem and should have been dealt with separately from our contract. I asked if they could sort out a courier (the law also says it's t responsibility to get the item back without inconveniencing me), but they acted as though it was entirely my fault and I was some kind of mastermind guitar-thief who wanted to keep their precious item. The best they could do was offer to print the shipping label in Germany and mail it to me.

In the end I simply ordered the same guitar again and sent back the incorrect one for a refund once I managed to find a mate with a printer...I'm not sure why they didn't just suggest that!

Praise for their huge selection of well-priced products, and in particular the Harley Benton guitars, which are bloody good for the price if you set em up right. It's just the customer service just feels a bit cold and rigid when something goes wrong.

I bought a Mixer from Thomann on 12 Feb and raised a return within their 30-day policy. I received a return label from them valid up to 15th May. Unfortunately, I was hospitalized with Covid-19 from 1st April to 21st May. As I was unable to send the parcel whilst in ICU the deadline date was missed.
I've requested a new label, as they had already agreed to accept the return, however, the reply was 'tough luck'. The return is now closed and we will not honour our previous acceptance of a return even though you were fighting for your life in ICU. Process monkeys! I will never buy from them again.

I bought a cheap little Harley Benton (Thomann’s own in house brand) guitar so didn’t really know what to expect.
When removed from the box I discovered what appeared to be bubbles in the finish. I emailed Thomann with photos and their reply amazed me.

“ Hello,

Thank you for sending us the picture.

Small aesthetic blemishes are normal in this price range and are not considered a flaw.

Would you please let us know if there are any technical issues regarding the instrument? Is is playable?

Should you have any further questions, please, do not hesitate to get back to me.

Kind regards”

I replied back saying that quality of components used should be reflected in the price point but poor workmanship is not acceptable at any price point.

Their response - £5 refund.

I won’t be using them again.

After a lot of careful research, price and specification comparisons, we opted for our first ever digital piano (Yamaha) from Thomann. It was a large expense but Thomann offered the best deal and we heard good reviews. Which was reassuring because we were a little nervous, buying online. But happy to say the order process was smooth, the service exceptional when I had to ring up twice (answered right away, no waiting!) to sort a few issues out, and the delivery was efficient, fantastically packaged (well done to Yamaha, never seen something so carefully wrapped and protected, no expense spared) and we are absolutely delighted with the purchase. Due to arrive in 5-7 working days. It came at 10am on Day 5. Would definitely purchase again from Thomann.

Thomann are a great company. I've ordered various dreamy bits from them over the years: they're always good on price, and my last delivery arrived a few days earlier than expected.
A very happy customer

Thomann is completely reliable and trustworthy. I was most impressed by their friendly service, good communication and prompt delivery. They are also very competitive on price.
I would not hesitate in using them again and would highly recommend them. Full marks all round.

Great item, even better price with very fast delivery from Germany to UK. Will deal with Thomann again thank you

I ordered a KRK 10s2 back in October 2019, it arrived safe and sound and the price was better than the other UK shops I was looking at. Felt a bit stupid when I unpacked and only then realised it was for an EU plug, but after separately grabbing an adapter I was ready to go! Great service.

Incompetent, obtuse and inconclusive customer service. I purchased two new instruments (NOT b-stock) and when I opened the package I saw that one had damage on the top, badly repaired with glue, the other was dirty and full of fingerprints! After several emails, to which they replied after three days in an arrogant and negligent way, they sent me a return label, not even free, since I had to pay £4.50. Never again.

Attempted to purchase a guitar but transaction failed. Thomann tried to blame the bank despite having been provided with proof from the bank that they would accept the transaction. Sent a detailed email to their customer service who didn’t bother to read it.
Poor. Poor. poor.

Ordered a Pearl export drum kit. It arrived in 5days via UBS and I was easily able to track delivery progress. No problems on delivery, the kit was packed well in it is original pearl boxes. Assembly was straight forward and I have had no issues with the kit since. This is the third time I have used Thomann and have found them to be efficient and responsive. Recommended

Still trying to get REFUND of 145 euro .ordered synthesizer a few weeks ago then changed my mind so I asked could I change to a different product at the same
price.They charged me another 160 euro .145+15euro postage.

That was a couple of weeks ago won't answer any of my emails.
Its 4/3/2019 and still no email returned .Avoid this company at all costs.

Delivery is slow and expensive.

One out of the 3 orders I've had were problematic. I ordered a smoke machine, faulty. The returns website is really bad: you fill out the information , submit a return, and there's no persistent information that the returns request is recrived (so pending being processed). In other words, I sat there entering the information 3 times, in case it didnt work.

So how long til I get a working smoke machine after delivery times, customer response times, system problems? And at what cost? We shall see.

Bought from Thomann serveral times. One product went faulty within the extended warranty period and was replaced within reasonable time.

I have bought several items from this company . They are excellent ,
Sometimes things go wrong or you change your mind about something and thats when you need good service , Thomann are very fair and have usually exceeded my expectations . Delivery lead times are good and i have also received professional unbiased advice in the past for free . Three year warranty is hard to beat and the range of musical instruments is huge and usually very competitive .