Thomann Music Reviews 329

Bought a Gibson guitar from Thomann, waited 5 months for delivery (not an issue, to be fair probably down to Covid related delays in the USA factory) but when it finally arrived in Feb 2021 they'd sent the wrong parcel - received a box full of studio equipment. I didn't want to risk waiting another 5 months for delivery with a replacement order so asked for a refund. At first they wanted me to return their package sent in error before refunding me. After several frustrating phone calls and emails finally got my refund and an apology, but only after I pointed out they were in breach of our purchase contract having not supplied the ordered guitar (they tried to claim their Terms of Sale required the package - sent in error ! - be returned before a refund could be made. I had to point out that would only apply if they had sent the ordered guitar and I'd returned that particular item). Anyway, got the refund, but I'm still down £320 VAT (paid UPS on delivery) and which I'm trying to claim back from customs (if needed its via a C285 form - good luck with that!). I also have the inconvenience of sending their parcel back to them. Not impressed by their service or customer care.

Ordered a speaker almost 3 months ago. They didn't tell me it wasn't in stock when I ordered and have now out back my delivery date 4 times because they say they're waiting for new stock. We're happy to take my money.

I had bought from Thomann before and not had any issues, and while I appreciate that the UK & EU Relationship had changed, we're in a pandemic and I knew there would likely be shipping hold-ups, I accepted this no problem.

Product arrived after 1 week, which was fine and I started to use it for the following week - sadly there was a fault with it so I needed to send it back for a replacement unit.

I was reassured that the goods coming back to UK would be marked as a replacement for the initial shipment and that no tax would need to be paid on re-entry to the UK. I think you can see where this is going...

Sure enough, the replacement goods were sent out (on a quick turnaround, which is why this is 2 stars, not 1 star), and I've been asked to pay import duty on the replacement goods. I contacted Thomann to ask if they could speak to UPS to confirm that the goods do not need tax as they've already been paid. After a few days, "I am sorry, but it is not possible for us to contact them regarding this." - So they can't contact their own courier to sort out issues? This isn't true. "get in touch with your customs authorities directly and try to request a refund" - So I'm expected to pay another £110 in taxes, after already paying this, and wait/spend time trying to get a refund. Because Thomann doesn't want to contact their courier who are supposed to broker such imports which is paid for by the customer (either that or Thomann hasn't done the paperwork correctly).

Despite Brexit (which FYI, I did not vote for), Thomann should still try and help their customers after sending out faulty goods and potentially shipping goods on the wrong commodity codes.

Do not bother with this Company they ignore emails, take your money and as yet I have not received a refund.
Hidden charges have now come into force making any discounts they offer out priced by Uk competition.
Buy Uk don’t give any consideration to Thomann unless you want to be completely ignored and messed around.

I saw a few reviews about the late deliveries and extra hidden costs and I began to worry; however this was not the case for me! I brought a fender guitar from Thomann, just be careful as there is an additional 20% added VAT. My package actually came a day early in excellent condition, I didn't have to pay extra when UPS arrived like a few reviews have said. It's a beautiful guitar and great service!

I give Thomann topmarks for the service and help they have given me. I have bought several tenor recorders from them and had all the help I needed to make sure I made the right choice. I will certainly buy from them in the future and somehow not let Beastly Brexit get in the way. Top Marks for Thomann.de or UK

OK - so after some initial excitement after placing my order; I started to read Trustpilot Reviews for Thomann and UPS..... My heart sank! What I thought would probably take 2 weeks from order to delivery; I began to fear the worst - lengthy delays or lost in transit. I was aware of the additional VAT fees / customs and had factored that into the cost.
Well, actually (for me at least) the tracking updates seemed pretty accurate and I was able to pay customs / VAT fees online. Although the tracking was not updated in the last 24 hours; I received my package today. Twelve days from order -
So, I write this to encourage those in the UK - not all packages are delayed....

I ordered an item back in mid-December which was expected in stock in 4-5 weeks. I was happy to wait; the item was not in stock anywhere else and Thomann were offering the best price. I paid up front and promptly received a receipt.

At the end of the 5 weeks I received an automated email saying the item had been delayed and wouldn't be in stock for another 4-5 weeks. Fast forward almost 4 more weeks and I have received a second automated email, this time saying it has been delayed a further 2 weeks.

I have sent an email asking if they can actually guarantee I'll ever receive the item. So far no response after 48 hours.

Edit: I received a reply after 3 days, it reads as follows:

- "Dear Customer". Bad start, my name is not Customer

- "I am sorry to advise you that we have received notification that the expected delivery date for the X you have ordered has been pushed back to the 26th of February by our suppliers". Whilst they did at least go to the effort of looking up what item I ordered, this is literally just parroting back the entire basis for my complaint. I was hoping for some new information e.g. why the supplier has pushed back the date by 150% from the original expectation. What really would have been nice is some reassurance that they have actually spoken to the supplier and they're confident the new date is reliable

- "should you wish to change your order for an alternative item, please let us know". Again, this is nothing new, I've already read this twice in the automated emails they sent and several times on the website. It's hardly a grand gesture on their part. They didn't even go to the effort of linking a few alternative products that I might be happy with

-"We sincerely apologize for this delay". Whilst I appreciate the apology, it's really hard to believe it is sincere given the lack of effort gone into this response

I never had a problem with customer service or product . However the long lead times alongside the new tax and handling fees they are now outpriced .
I don't believe I was made aware or it was Obvious that I would have the additional charges so very annoying. If you refuse the delivery the tax and fees will be taken from your refund so no choice at all.

Hidden import fees, don't buy from this company. Says Free delivery. But you get a huge import fee on top. Will never buy from them again.

I feel like I’ve been robbed. Like many people I did a google search for some monitor speakers and a DJ controller etc and Thomann came up at the top. Checked out the site and everything was in English with a good warranty and returns advertisement. So I decided to order from them. What a mistake! Oh my god. Please if I could rewind time I would tell myself to go elsewhere. The prices look good because the VAT isn’t added. Which is fine I guess, many sites do this. In the end I ordered what I needed and paid the £1500. A few days later I get an update telling me that UPS have the parcel and it’s almost ready to be delivered. The only problem is UPS want £300 in import fees!!!!!!!! £300!!!!!! Are you kidding me! Where is this coming from Japan! America! No Germany. I didn’t even think a company as big as this would actively hide import fees. But they do. The only time I found the import fee info was after I got the UPS update, so I had a look around the site and found a tiny category for “delivery” and when you click that and scroll to the bottom it mentions “Import Fees”. This is the work of a crook. You don’t hide additional fees of this scale from customers and then just let UPS tell you about them 3-4 days later. Absolute joke. I’ll never use them again and I advise everybody even thinking about using them to not buy anything from them. As an autistic adult this kind of sneaky business practice has a massive negative effect on not only my mental health (which is now at a suicidal/depressive level) but also my personal finances. I could barely afford to the buy the equipment as it is, but I decided to move forward with the purchase to try and boost my mental health and give myself a new creative hobby. I’ve been left feeling incredibly sick and unstable due to the anxiety caused by not being able to pay the import fees. If I don’t pay them I loose £1500 worth of equipment. I need to contact someone who can give me some legal advice because this can’t be right. Surely. I feel so bad.

EXTREMELY UNHAPPY ORDERING FROM UK!!!!

YOU WILL HAVE TO PAY 20% VAT WHEN THE COURIER ARRIVED AND NO!!! THEY WILL NOT ACCEPT CREDIT CARD!!!

NO WARNING FROM THOMANN!!!

WILL NEVER USE AGAIN!!!

I placed an order on Wenesday 30th december, I have been charged for it and I am still waiting.
I've also been charged an extra £210 for import fees, which wasn't made clear at all when I placed my order.
The only answer I got from the tracking team is that they currently unable to provide any exact delivery dates.
Brexit + Covid = I don't recomand this compagny if you live in the Uk.

I bought thomann dp26 keyboard £222.00. Had to pay UPS an extra £71.58 vat and delivery charge. It arrived damaged. Emailed Thomann. They aren't interested. Just told me that they are passing my case onto UPS. I paid both Thomann and UPS with PayPal so I hope it will get sorted. I'm in limbo here as I need a keyboard. I can't afford another one untill I get my money back and I have no idea when. Will never use Thomann again and would advise UK buyers not too. Especially if they use UPS

I have been using Thomas for some years but this company has become unreliable. Ordered a microphone desperately needed for a session being told it would be with me within 5 day, 15 days later no microphone and customer services will not even respond to requests for help. This Is not good service and I'm not happy now this is costing me money for studio time I'm unable to use to its best. Really angry, I don't blame them for the post problem just the inability to even have the grace to talk to me. Will not use again and shall recommend that hundreds of musicians I know whom use them don't again.

Worst experience I've had with a music company. They don't tell you on the website that the costs you are now paying from the UK are net of VAT. You get this as a nasty surprise when they deliver the goods (when you have to pay the additional 20%) - three weeks later. Plus the additional handling charge by UPS for processing this (£11).

Ordered a mixing desk and compressor unit on Friday 22nd Jan - was dispatched the next day, yet 5 days later (when delivery should now be complete) my parcel hasn't even left Germany yet, according to UPS tracking. I've also been charged an extra £40 for import fees, which wasn't made clear when I placed my order. It also wasn't made clear that delivery to the U.K from Europe is completey screwed at the moment - the site should make U.K customers aware of
a) your delivery will take an age to arrive
b) you will be charged incredibly high import fees by UPS

I've paid the UPS fees but still have no estimated delivery date or any idea when this will turn up. A couple of hundred pounds down, no items to show for it. Will never order from Thomann again.

I ordered a keyboard and still waiting for it.

Still waiting for my keyboard, 3 weeks now and nothing except being informed I have to pay an extra 244 pounds if I want it.

They are con artists, avoid them.

Ordered a guitar and received a UPS tracking number. I then watched it travel through Germany for a day only to return back to Thomanns. Despite 4 email, two messages through their web site, one international phone call and a week of waiting, I am none the wiser and my order has been converted into a Store Credit? Hopeless hopeless company. I now have to go to my credit card company to try and get my money back. Avoid these crooks.