Thomann Music Reviews 329

If you are an international customer I would be very wary about ordering from this company. I ordered an item on 1 December for delivery to the UK and on 22nd it has still not been delivered. I appreciate the company cannot be held responsible for UK customs delays (and don't hold them responsible for this) but they make it clear that they will not get involved with any courier issues either, despite the fact it is their contract. I was told my item would be delivered two days ago, yet it now appears to be lost with the courier. Thomann say is it's not their fault and basically that's it - no further support offered other than contact the courier yourself. Meanwhile the courier won't deal with me either....

So, they're probably OK to deal with if it all goes smoothly (which in reality is probably most of the time) but if it doesn't then they're really not interested. For international customers, particularly outside of the EU, this may not be a risk you are willing to take! I certainly won't be again.

Ok so I ordered an item from Thomann on the 7th of November which I am still waiting for .First they said it was dispatched on December 4th by Correos the Spanish post office, when I asked them why I paid 15 Euro for a courier they said because my order was under 99 euro and I could have had it sent free from UPS. Then in December I received an email saying DHL had lost the package did I want a refund, next I received an email saying my order has been dispatched, it seems to me the different departments do not talk to each other or else they have the wrong people employed, I have bought stuff from Thomann for years but it seems they have adopted the Ryanair attitude, customer service is a joke, just watch, ill be getting a letter of apology, instead of doing things properly.

Retired carpenter
Been looking for a new hobby.
Contacted this amazing company in Germany to purchase a new guitar.
I cannot recommend this company enough. First concern I hadn't heard from them.
But going on there Web site and talking to an employee it made me so happy.
These days to find a company that talks and responds so quickly is amazing.
Thank you so much and I'm really looking forward to getting my new guitar.
Well done guys
Anyone reading this please order from this company.
I'm not getting payed to say this just an honest pensioner.
Thank you so much
Regards Nigel cannard

Before you commit to buy they give you an estimated delivery date (4or 5 working days) that they have no intention of honouring.

Once you bought they then tell you it will be 7-8 working days.

Surely there are laws against this dishonest practice.

Reply to their reply. You have totally missed the point, read the comment again!

If you’re in the U.K., do not under any circumstances use Thomann. Their returns process - using DHL - is an absolute joke. As so many reviewers have said here, their customer service is shockingly awful. I wish I’d read these reviews before purchasing. Be warned.

Received product not in "factory-fresh" condition.

I purchased 3 guitars from Thomann Music and had them shipped to the US 2 were great and only required a few minor adjustments. The third, a Telecaster TE-62DB BK came with a broken pot, that had to be replaced, a few sharp frets, a strange discoloration on the front, and a little striping on the back. Thomann wanted to ship me another pot and have me replace it myself, which meant I would have to buy a decent soldering iron since mine disappeared when I moved. I told them to give me a credit to have it repaired locally, and they gave me $45 credit to do so. The local shop near me wanted $75, so I decided to spend a little more and upgrade the pots with a MojoTone Solderless Tele Wiring Harness, which cost $96 plus a new plate, & knobs, and switch tip for another $35 US since the MojoTone does not come in metric. A few weeks later, I had to purchase a fret file and file down the frets because they were so sharp it could not be played. I did so and things seemed fine, but months later, the frets are sharp again, and I am faced with removing another set of strings to file them down again. In addition, the discoloration on the front became more prominent, as did stripes on the back. Closer inspection revealed the wood had a one-inch knot in the front near the control plate, and the striping on the back are cracks in the wood under the finish. I notified Thomann of these issues (including pictures) and their final offer is for me to spend over $100 to ship it from the US to Germany so they can "fix it". I only paid $145 for it, another $20 on shipping, and the costs to upgrade the broken pot. The guitar should not have been shipped to me. It should never have passed inspection. They should have credited my account as soon as they got the images of the isssues with the wood, and I would have replaced it with something else. Instead, I have pages of long discussions with Thomann service reps, where I repeat myself over and over. They don't even bother to respond to my questions, they just send canned responses. Every interaction takes 24 hours, and I have to explain things again and again. I have never had such terrible customer service from any company I have worked with. Oh, and why can I say that? I am a Project Management Professional who worked in the customer service arena of a Fortune 40 company for over a decade. I have spent at least 20 hours dealing with this. Do not buy anything from Thomann. If there is an issue, you will have to deal with the worst customer experience of your life.
After posting this review with 1 star, Thomann contacted me, reviewed the interaction and gave me a full refund. I used the refund to purchased an identical guitar in another color (no risking another black one) and had them do a setup before shipping. It is perfect, so much better than the first, you would think it is from another manufacturer. So I raised the review to 3 stars, though Thomann should not have forced me to go through all the effort.

9 out of 10 orders have issues even in national territory. They take super long to communicate, they are not resolutive, they will retain your money up until the very last moment possible in case of a refund cause "the experts are checking" but the checking can be done by a kid at the moment the package is back... They evade or straight up ignore the important point when contacting them. Also they have the ability to shadowban you and block you from the chat feature in the website. As an expat living in germany, anything but phone calls are a way for me to communicate. E-mails are too slow, taking a whole day per step. I know i'm blocked cause out of my account (incognito mode for example) I can use the feature no issues, same browser. I ordered a guitar months ago, that was "in stock" but then magically it wasn't, after almos 5 months I got the guitar and came defective. I sent it back inmediately next morning, they had it now for a week, even admiting they have it, and yet no money back... FFS is an electroacoustic, not a spaceship... Ah and by the way... I doubt they are really taking matters into the thing, I already contacted them plenty of times throught different ways... so whoever from Thomann goes out there with the auto-generated "oh i'm sorry to hear that, you can contact..." youbetter be shoving that auto-generated w*nk up your a*s!

Thomann shipped me a guitar that was packed poorly and due to rough handling arrived with the neck snapped ou5 of the body. Partly Thommans fault because the only padding in the box was a few sheets of paper and there was nothing compressible in the box that could absorb some from of impact or compression without it going right into the product. The other part is ups stacked something heavy on the box that caused it to compress. I contacted Thomann and 5 days later they are yet to ship my replacement. They also quoted 3 days shipping and it took 7 days. I respond to all emails from them promptly but it takes at least 24 hours to answer from them. That means if it's a multistage thing it takes fricken forever. So after initial order I'll be lucky to get a guitar 21 days later. I don't know how this is an acceptable experience for people. They seem nice enough when they reply but I would stay away from ordering in the U.S. If I had to do it again I think I would order somewhere else that actually takes timeliness into account. If you deliver a broken product that was already late arriving to the customer I think I would put some urgency into replacing it.

I was shopping with thomann in past couple of years, but I will try to avoid them in the future. Approx every third order is issue. I’ve ordered 12-56, I’ve got 13 strings. Last order they send me broken amplifier which was 1200€. No quality control at all.

Bought a £1200 Pearl MalletSTATION from them. Arrived quickly without issue but item was faulty so returned. Away for weeks them they sent me a new one. It too developed a fault spn after purchase and was returned. Disappoi ted with teh general quality and reliability of a £1200 instrument ( not Thomanns fault!) I asked for a refund. Initially they wanted to repair it but this is already a replacement for a faulty one I really wouldn't truast another one.

Initially they were not going to refund my purchase and said their policy was tp repair it. However after some to and fro they have finally relented and provided a full refund.

When you buy from Thomann you rae buying from Germany - and Brexit has meant that there are significant customs delays in moving stuff about (20 days to return it to them - and another 20 at least to get it back!) I have bought a lot of stuff fromo them without issue and its only if you have to return it things beecome complicated

This is my 3rd big order with Thomann but i am having a major issue with using DHL as the shipper in the 30+years i have used DHL for shipping have never had anything take this long my last order was placed on July 10,2023 it is now July 20th,2023 my order has not moved an inch since the 14th been told i have to wait another 8 days before they can do anything there is no way it will get to me within there time frame as the package still has to go with postal by truck for another 2300km to get to me in western Canada. I will wait but this is not timely at all we will see how this plays out. Wish there was a better way to deal with this. There is a lot of money tied up in this. update Friday the 21 Thomann tells me that i have to wait tell the 28th the thing is by the end of the 28 Thomann will be closed tell the 31 at that point it's been almost a month and i still won't have a package the thing is DHL told me my package is not in there automatic system due to a problem but would not tell me what that is and has not said anything to Thomann either. Well looks like i might have to have a chat with visa next.

I don't understand all these negative reviews. I've been buying guitars from Thomann for 3 years, 14 in total I think. I've even been to Thomann in Treppendorf, on a recent holiday to Germany. I've never had a single problem with them. The customer service is outstanding. Never had to wait more than 2 weeks for delivery to the UK, usually 1 week. Even on the odd occasion where there was a slight issue with one of the guitars ( 2 occasions I think) customer service sorted it out straight away. The only regret I have is, I wish we had customer service like that in the UK. Sadly, we don't.

Bought a guitar (a return) with only £20 off the new price. The fretboard was split, so trying to get it back. God knows how many emails later but hitting a complete brick wall. An awful experience. I know I’ll be asked to get in touch using the details that will undoubtedly pop up below, but I have already tried over this entire last week. An apology without any action is very cheap to give.

Purchased a Pbone, Bb-F and was delivered in a week….as advertised, all of the accessories and a great price. I would definitely use them again…..thank you team Thomann….

Bought from them on numerous occasions I and I believe I can give rather relevant assessment of service going down south.
Last purchase was done based on items that were all listed as "in stock". Except they weren't?! of course for a feedback it took the few days, which happened only after I reached out enquiring what is happening because it usually goes significantly faster.
Then I was regretfully informed about expected 2 months delay, and that I could nevertheless, still opt for split shipping. Which I accepted. And then again few days without update or response, risking another item going out of the stock causing yet another delay. Customer service contact - no reply.
I understand Thomann is a big store, but the service level is really below the reputation (Thomann sorry but you are providing online service for crying out loud, check your emails, do some ticketing so your customers know someone is reading those messages).
What is a point of appointed sales rep if they do not reply?
it seems that they have become simply too big, with sloppy communication and overview of processes.
Now let me see whether I can cancel my order and get my money back.

Ordered off Thomann for the first time a Gibraltar GTC6DD bass drum pedal in UK on 9/05/2023, kept fully informed, received on 15th. No problems. Very efficient. Would definitely buy from them again. Product well packaged and in first class order.

Had a problem to start with but soon sorted out, Thomann are the BEST.

I bought a violin, was very excited to get to play it, but turns out the chords had such a poor quality it was simply impossible to tune. Contacted the service, they sent new chords but it was exactly the same (very obviously) cheap chords. Needless to mention the fact that the wooden part of the violin would pop out and explode at my face whenever I tried to tighten the chords.
Im now renting a violin from a local violin maker and let me tell you it's not the same quality at all and it's cheaper.
Guys, just rent instruments.

Don't buy from thomann.

I bought a guitar set recently. The tuner didn't work. And the guitar had a significant frett buzz. Now i need to pay extra to get it fixed and spend more money. Terrible don't buy your stuff from here.