Thomann Music Reviews 

Shocking Customer Service

After Ordering a 60’s Squire Thinline Telecaster, advertised in a red colour way, with cosmetic features on the neck and back of guitar body, i received one in a Brown Colour way, without those features. The lack of some detail on the neck suggested a replacement neck as Fender themselves do not sell any 60s without those details. After going through customer service, Initially my request for a partial refund was denied outright, with evidence i submitted being ignored, then i was offered a £20 store credit refund, something which would not cover the lost value in the item. During all of this i was in the process of moving house meaning making a return was difficult, this is something i communicated and this was ignored by Thomann, not acknowledging this, they was unwilling to offer a more suitable partial refund which would cover the lost value.

Previous experiences with Thomann have been smooth, this whole situation has left a sour taste making me unlikely to shop with them again

Great online shop: easy finding, good product range, overall nice prices. Thats fun :-)

Absolutely brilliant customer service, great service, great guitar and class hard case brilliant price, delivery brilliant, packed excellent, truly recommend this company,

I've been shopping at Thoman for years. I have had to return a few items I wasn't happy with and there's never been a problem. They are the best online music store I know of. Service assistance and delivery, top of the line.

Thomann use DHL in the UK, and my heart sank when I realised that. Sure enough, the last two days, I've received a notification that the item was on its way to the delivery place, and both times they sent an email saying that the store was closed. And of course, there's no way to reroute a package, or to even navigate their labyrinthine phone system to speak to a person. Having just visited and verified that the store in question has been open the whole time, I'm giving it until Monday and then I'm demanding a refund. It's unacceptable to use such a terrible delivery service when you're an e-commerce company. Avoid

I have ordered many things from Homann and had to return some because of a misfit from my part. I have never had any problems. De goods arrive on time and when applicable are reimbursed on time.

Would highly recommend orders are always packed properly and safely have been ordered many instruments and sound systems and have never been disappointed.

I beleive I was sent a defective guitar. 4-5 Issues right out of the box not including the damage outer carton! I messaged Thomann explaining the issues and included 3 pictures of the damaged carton. The next day I receive a message stating that I need to send pictures of the damaged carton( WHAT!! I did already) and pictures and video's of the other issues.
The first Issue was a horrible sound I was getting out of both the Lipstick pup and the acoustic Peizo p/u. The sound was like a Snare from a snare drum. 2nd issue was again an extremely BRITE sound out of the Lipstick even when the Bass was on full and the Treble was off!
The 3rd issue was the peizo was loose which I found was a screw not even screwed in. 4th issue, I removed the strings to fix the Pick-up and found that the low E "hole" in the bridge was not drilled correctly and it took a good 5-7 mins to force the string out and remove it. ALL obviously extremely poor QC!. I've messaged them 5 times, receiving 2 responses. The first basically asking for pictures of the carton Already sent, pictures of the Defects which I either already fixed or as in the case of the E string hole on the bridge , I couldn't ge a good picture the showed the issue. The second response "claimed " they are still waiting for pictures and videos!?!?!? Seriously? Very poor customer service which I feel could be related to the fact I'm from the USA. Tarriffs were double what an online estimator provided , I know, not their issue but between Shipping and the tariffs I paid 60% more then the guitar was priced at! They haven't even offered any assistance or the oppurtunity to return or a refund to fix the guitar here! They've only ignored me! NEVER AGAIN!!

everything about thomann is great - the range of products, the prices, the interface etc. will always recommend to fellow players

Best customer service i have had for a while

Thomann for me is the preferred music store and they customer care is always fast in answering to questions and in solving problems.

Service and ordering so simple and direct, no nonsense and guarantee promise very reassuring. Very glad I found you and discovered your long and successful family business. Refressing and becoming so rare.

I emailed Thomann on the afternoon I discovered my newly acquired Harley Benton amp had an issue - they’ve had great reviews.

I emailed about the issue. I had a response within two hours. No issues, or debating. A new item had already been shipped! I was not expected to send the other one back! This took any worry, concern or hassle (which I expected) from my purchase experience. Mind blown. Thank you.

I had an issue with 2 products that did not last well under reasonable usage. They were still under warranty and Thomann conducted a fair assessment and replaced them quickly and efficiently. Great service from them. Very well appreciated.

I caught an auction, got a cheaper, but great quality microphone and a headphone at a lower price. However, my microphone died on the fourth use. I submitted a repair request and they answered in 30 minutes via email. They sent me a brand new. I can only recommend Thomann!

Everything went wrong, from sales to support, and delivery of course. Slowest delivery in the world, narrow-minded service and hostile support. Everything changed, as Thomann is not Thomann anymore. They sent me defective used items instead of brand new ones that I payed for, they sell units claiming on stock that don't even exist, and systematically and categorically denying anything wrong on their side... Insane experience.

I ordered from Greece, 5 days after I received my package in perfect condition and very good packaging.

Outstanding customer service! They resolved my issue quickly, professionally, and beyond my expectations. Kudos to Thomann!

The only time I didn't buy from Amazon, I received a defective product, which I returned the same day. But even though it's been two weeks, still no news.
I'm sorry, but this is the first and last time. There's a reason Amazon is dominating: they give you the illusion that they put customer satisfaction first.
I still don't know if they accepted the return or not, even though I sent photos of the damage 10 minutes after picking up the package.
They're evaluating. What, I'm wondering?
They should have sent the replacement as soon as they received the package.
I would add that the package could have been packaged better and that I would not rule out damage caused by transport.
Shameful, disappointing, never again.

**Update**
After doing nothing for almost the entire past week, today I received an update stating that the package is being sent to the inspection center. They had the package for nearly a week without taking any action. They still haven't even started the checks at the partner facility.
However, the response to my Trustpilot review was instantaneous. First things first.
I am disgusted.
I just wish I could give less than one star.