Thomann Music Reviews 204

This is presented as a UK website, however all items are shipped from Germany. As a result, deliveries are subject to customs delays, which significantly increases lead times. There is no clear information on the website stating that products are dispatched from outside the UK, which is misleading.

When I contacted customer service to provide feedback, my concerns were dismissed and I was simply told to check their address on the website. This response felt unhelpful and dismissive.

Based on this experience, I would not order from this company again.

I had planned, on upgrading my electric guitar with a nice new set of humbucker pickups, so new string and a fresh paint job, and not that I didn't want to put the work into the now old guitar, I had a look on Thomann music, and found a single cut guitar kit in the style of Les Paul, these guitars are light and well made, they come with everything you need to build it from scratch and the idea of putting your own stamp/style on the paint job made it an easy choice for me, and all for as little as a hundred euro or so and delivered in no time at all. I didn't use the pickups sent with the kit as I had bought some humbucker pickups, didn't have any issues swapping them out even with everything coming with easy click block connectors. To say I'm delighted with Thomann their service and products is an understatement!

Thanks Guys!!

An absolute pleasure of a company to purchase from. Great company and team. Soo helpful. Well done to all

I bought 2 B stock ukuleles Flight songbird and Flight 4SB tenor. Both are keepers for me in as new condition and play perfectly. I did well but if it was not so was still covered by 30 day return warranty. 😊
Thankyou Thomman.

I needed to return some tuners that I bought, but ran into a problem trying to find a local courier that would accept the parcel. I contacted customer service, who I found very patient and helpful. They understood the problem and provided a good resolution, that took the stress off me.

Very happy with Thomann and I will use them again.

Do not place orders! The products you order for the "sale" price are not even in stock. Because it is an international order. Your money is gone! God knows when I recieve my refund. Called costumer service. They do not help at all. The cancelled products of mine are still in stock. Really dissapointend in Europe"s "BIGGEST" music store. You can change it to Europe"s lowest costumer service!

I bought a Flight Maia Baritone uke as B stock. I took a chance as it was probably a customer return. I got a considerable discount on list price. Instrument arrived within a week in perfect condition. Set up perfect, nice grain and plays very well. Definitely a keeper. Thanks to Arjun and UK customer service team.

I have just had the nicest surprise from Thomann. I know it is a great company as myself and my partner regularly order from here. I ordered a Paiste gong and gong bag. The gong bags are amazing value for the cost - really well padded and the handles are really tough - you would expect them to be a lot more expensive than they are. When I first used the gong bag it was so snug it was difficult to get into the bag, even thought it was the correct size and the zip scratched the gong. I called to discuss whether I had ordered the correct size and had a really good chat with the gong dept who informed that that their customer service would be in touch. I did not moan, I did not ask for a new bag - it was just a "can I have your opinion type call". I today received an email to say that they had sent out a new bag of a bigger size with no charge and I did not have to return the one I have . I was blown away - what company does that!! Totally unexpected and appreciated so much. Now that is a company that truly understands and supports their customers. I cannot thank them enough - made my day!

Recently purchased a Harvey Benton timber guitar case stand. It is excellent and holds 3 full size acoustic guitar cases and space for my Fishman Loudbox mini amplifier.
Have purchased from Thomann previously and always received first class service.

I am very satisfied with Thomann's services.
At the end of December, I ordered the MXR MB301 bass synth.
There were some stock issues, so I received the order later than expected.
I want to thank the staff for their open communication and honesty; they did everything they could to ensure I still received the delivery quickly and in good condition.
For me, that’s 5 stars and a reason to order more gear👏🏽
Michel

Hi , I ordered a bag for my Electronic Roland drum kit , the bag was excellent and better than described, they were very professional and delivered my purchase on time , will definitely buy from here again

Excellent customer service, i had a behringer keyboard combo go down after a year of use , they picked it up and are now getting it repaired with no headaches what so ever , I had another behringer combo that went down within a month and they exchanged it without any questions just brilliant, behringer on the other hand is cheap gear , I now bought Yamaha which are way better .

Beware, they use dhl to deliver in the uk. Parcel was out for delivery today with a 12 hour window! I arranged for either me or my partner to be in all day, then 20 minuites before the end of the window it was postponed 24 hours. Guess what, i have to work for the rest of the week now, and my partner has gone away. The nearest collection centre is 30 miles away!! Until they start using another delivery company, I would be very wary of ordering from them again!!

Avoid. They use only use DHL for shipping in the UK. Delivery has failed for my Thomann items two days in a row and both Thomann and DHL customer service is bordering on non-existant. Thomann just accept DHL's claims and make no effort to properly investigate or assist their customers in getting to the bottom of the delivery failures. Just the usual 'we're sorry for the inconvenience' and 'we understand your frustration', but nothing practical. Enquired about a refund given the repeated failures, but was informed they would have to see if DHL could return the items to Thomann before providing me with my money back. Its as if I'm inconveniencing them by wanting my money returned after Thomann fail to deliver the paid for goods.
Fully expecting the usual AI response from Thomann below asking me to give them an email - it leads nowhere folks! Support your local music store instead.

Very reliable company with stunning customer service. Ok, I bought 2 high end synthesizers, but was treated VERY well and could tell from correspondence they know what they're doing. Icing on cake is 3 year warranties with free warranty returns. Smart business 👌 Thank you 🙏 Or rather Danke schon! ❤️ Dan

Delivered on time, good price. Good package, and as always, no problems. Bit of a hold up in customs but nothing i couldn't live with

customer here for 20+ years, dozens of orders and dozens of items successfully purchased from Thomann. Another beautiful, incredibly priced guitar delivered. Did not even need any setting up, intonation and bridge height are awesome out of the box. Even the factory strings are alright. You can't beat their price-quality ratio.

Most negative reviews I see here are about DELIVERY. I wonder if people understand that Thomann DOES NOT DELIVER, they're not UPS or DHL, most of the journey depends in your local courier. Some think it's somehow Thomann's fault if their box was left outside at someone else's door lol

I thought I would share my experience as I was a bit nervous ordering because of some of the comments. Ordered guitar (and a couple of freebies that you can get in a bundle at no extra cost). Ordered from uk at weekend, chased customer service as my tracking still was not working on Tuesday. The very helpful customer service person (Eamonn) said leave it a day or so to clear customs - it was working later that day. Got message yesterday (Wednesday) to say it would come today (Thursday) then a text this morning to say it would be delivered 10:45-11:45. Arrived 10:51. It was very securely double boxed in its padded bag. Oh, and it’s beautiful!!! It was cheaper with a gig bag than buying in uk without the gig bag. I am very impressed with product, service and very prompt delivery.

I ordered about £200 worth of goods (midi keyboard + peripherals) and received a delivery notice with a photo of the parcel abandoned in front of a closed door that was not mine + falsified record of my "signature". Contacted the delivery company who admitted the error but did not give a satisfactory plan for resolution - they planned to leave the parcel full of electronics outdoors overnight, and the weather was rainy.

Contacted Thomann and initially, it seemed positive. The first CSR was lovely and even went on Google Streetview to help me prove that the photo was not my door. However, it went horribly wrong as soon as it left her hands.

I'm now in the position of having been told that they will not issue a replacement or refund for 30 business days (6 weeks) and I have been invited to, if I "need the gear sooner", pay them a second time for the same thing.

Well, fool me once, shame on you, fool me twice, shame on me. I've ordered from one of their competitors (UK-based this time), £5 cheaper too. I'll be talking with my bank about a chargeback or Section 75 claim. I will not darken Thomann's door again.

It's the usual thing, you never know who you're dealing with until something goes wrong. Now I know.

I really wish I'd come on here to read all the horror stories before I wasted time and money on this terrible company.

What a saga, a lost original delivery, a second in a bad state 1 month later, an acusation of receiving the first and wanting to charge me double, then once clearing it up and the delivery company taking responsibility for the loss they sent out a credit?! Which they then u-turned on and admitted as a mistake. Absolute mess of a customer service experience.