Thomann Music Reviews 329

I purchased multiple items. All bar one came in the same box. That item was the most expensive. After countless emails back and forward i had to accept the loss from this fraudulently company. If you see the same product elsewhere and its more, just buy it. You will at least get your item!

Would give zero stars if I could , I'm not one to complain over little things. Thommann used to be a good company , now they are truly awful. Ordered an item for nearly £1000 and have not yet received it. Emailed thommann and rang them multiple times , no reply or answer. The courier is giving me crap excuse after crap excuse and I have been told its being delivered on multiple days only for it to not arrive. Shocking awful customer service and I have had no choice but to get my bank involved. No one is even answering my questions. Do not order from this company. Can provide full evidence.

I too fell for the 'Thomann UK' title on the website I ordered from without reading the small print. It does not make it obvious that this is not a UK based company and due to Brexit you are responsible for VAT if item is over £135 in value plus import tax/paperwork charges. I realised my mistake and communicated this via email and a live chat with one of their employees on line. I wasn't prepared to pay the exta £40+ pounds and to their credit I have been refunded my purchase price to my Paypal account immediatly. I have been advised to decline the delivery if it arrives on Friday as scheduled but they did say they would communicate with UPS to try and get it sent straight back. Having had several dealings with UPS recently...good luck with that.

I ordered an item on the 10th March, costing about £108. Sadly hidden charges meant I ended up spending £138 on the item so i wasnt happy about that, as the additional charges (due to brexit) were not clear during the transaction until I checked my bank account.

The item was attempted to be delivered about 3 weeks later, I was in at the time as I was recovering from surgery and having to self isolate for a period due to covid. I somehow missed the delivery (clearly company didnt knock) and when I emailed Thoman to help me rearrange the delivery they just told me to go pick it up! I explained that I couldnt leave the house (and frankly why should I after spending nearly £10 on p&p?) and requested a refund.

2 months later and I still havent received my refund, so will be going to trading standards this week. I ended up purchasing the item from my local music shop (it had been that long that I had recovered from surgery and the shops were open again) to which the music shop told me I shouldnt expect a refund anytime soon.

Please AVOID go to your local music shop or even gear 4 music who are brilliant. Much better customer service as well.

When emailing they wont even use your name, just dear 'customer'.

Will never use again.

Without question - one of the worst customer serice experiences I've ever had with them. They are rude, condescending and really don't have any sort of training around empathy.

I won't buy from Thomann again. Their dispatch times are very slow, and their customer service is very poor. After spending over £1000 on a mixing desk, that took 3 weeks to arrive and a flightcase that never turned up. I have been waiting for a refund for over a month, and still nothing has happened. Compared to many of their competitors, they are a very poor company.

UK sellers beware!!! It's been two months since I returned my item and still waiting for a refund.

Also be aware of hidden import charges thanks to brexit.

Dealing with thomann is not what it used to be, thanks to poor customer service and brexit. Just buy from the UK now, it works out cheaper after import charges and is much less hassle.

I have had a terrible experience with Thoman. I ordered a keyboard and a keyboard stand. There was no information when I placed the order about the new import charges. When my keyboard and stand did not arrive, I had to contact Thoman who then informed me that I had to pay VAT and import charges to UPS. I did so and then the keyboard was still not delivered. UPS had lost the keyboard. Whilst this is not the fault of Thoman, their customer service has been appalling. Every time I have rung them, they have assured me they'll investigate the situation and get back to me and nobody ever has. I have had to ring Germany on at least 10 occasions. I have now cancelled my order, despite the fact I'll lose £120 in VAT and import duties. I am left feeling that if this is their appalling customer service then I don't want the keyboard, as if anything went wrong with it I have no confidence there would be any customer service. So ten weeks later, here I am. Back to square one. No keyboard.

If your in the UK don't bother with this company.

They will take your money and lie when your items will arrive. If it says 2 to 3 days delivery - that means 2 to 3 weeks before they even acknowledge you excist. They will keep your money and your items now will take 4 weeks. When your items eventually arrive (4 weeks late) they will then charge you for the delivery and rubbish service. Don't buy from them! Use a UK store

I should start by saying their products are generally decent, their HArley Benton guitars are excellent for price but everything after you pay is poor. Communication delivery and tracking has been very poor.
When paid for the item they didn’t send confirmation until I contacted them to see if they got my payment (surely these things can be automatic nowadays). It’s been over a week and still no sign of parcel, I contact Thomann they send me a DHL link. I open the link and there’s no info. I contact DHL they say they don’t know what’s up. Ive contacted Thomann by email daily and haven’t received a single reply. So, long story short, Ive paid for a guitar and accessories but have no idea when they will arrive. I’m sure they’ll blame brexit, Covid etc but if other companies have gotten their ish together a massive company like Thomann should too. Real shame as their products as i said are quite good quality and excellent value.

Joining the club of many people who get a shock when UPS delivers the parcel requiring a brokerage fee. I have used Thomann many times in the past, pre-brexit. So, when I saw a condenser mic available cheaper than the UK alternatives, I never battered an eye. Went through checkout, "free delivery" etc... Absolutely NO mention of a customs fee.
So, it must be in the small print, you know, what no one reads. Really think Thomann should have it very visible before you checkout. Don't fall into the same trap as me and many others. Just order from your local store. Thomann, sort your s... out.

I purchased a Focusrite pre-amp from Thomann at the end of January. The item was backordered and I was happy waiting for it. It was eventually shipped by UPS on Feb 26. I never got any notification from UPS about the package delivery and payment of customs duties. After nearly 3 weeks and multiple inquiries on my part, the Thomann support team confirmed that I had to pay the charges which I promptly paid on March 11. As of today (April 7) I still have not received the package even though I have contacted the Thomann customer support team about four times. The worst thing is that their customer support team keeps apologising without doing anything constructive to help solve the problem. They kept telling me they are instructing UPS to deliver the package and that they are changing carriers because UPS is not doing a good job for them. I was finally able to talk to UPS today and sort out delivery for tomorrow. It has taken from February 26 until April 8 to receive my item. Overall, I am extremely dissatisfied with Thomann and will never purchase from them again. If you need reliable delivery of your item, purchase it somewhere else.

I would avoid Thomann now. Brokerage fees payed at the doorstep to UPS plus UPS fee for doing it added over £50 to my parcel. It's not clear that this is going to happen,however Thomann say it is made clear. You tend to read " free postage in the UK" and think "that's good". Small print. Give them a miss from now on. Lesson learned

Won't use again; my son sourced a guitar marginally cheaper than a UK source. However, we were then charged VAT (and I agree - it should be clearer that their prices are net of VAT). The sting in the tail, 3 months later, is a note from UPS charging import duties and taxes from HM Government. A ticket price of £350 has cost well north of £500, 150% of the price of sourcing from a reputable UK supplier. Read the small print and don't be like me - support your local shops. Learnt my lesson.

Don't buy from this place customer service team is rubbish been waiting 3 weeks for UPS to pick up damaged guitar phoned UPS don't no anything about a pickup, replacement send at no extra cost but that's being held for more vat again customer service can't or won't put them self's out to sort it made 9 phone calls and sent 14 emails and I'm still waiting RUBBISH was told it's brixit its covid, no just bad customer service,
Be careful with thomann if things go wrong it's down to you to sort it out. think before you buy.

Do not purchase from their website. I never write reviews unless the company is really bad.
First of all, Thomann do not give you the full details about items before your purchase i.e. whether they are refundable or have any additional fees.
I bought a plugin (which they say is refundable if they contact the manufacturer), and wanted to refund this so I contacted them after many weeks of back and forths and asking to solve my query, no response. I then asked to speak to a manager and then they only offered an exchange (which again, they don't specify when you are purchasing items).
I thought let me give them another chance, I bought a synth and then courier tells me it has a customs charge on the item as it's being delivered from abroad. Yet AGAIN they did not inform or write this anywhere when I was purchasing.
It's unreliable, customer service is also incredibly bad and unhelpful, they have no customer care policies in place for when they make errors or mistakes. Or if customers complain.
I gave it two chances, I should have stopped at the initial purchase. Never ever again. Save your money and go to Gear4music, Amazon, Andertons etc, as I have purchased from them and they are much more reliable.

Sorry everyone who's complaining about the Vat charges. These are clearly stated several times on the website. My items were a huge bargain and arrived 2 days early in good condition, one knob on a guitar is slightly loose but works fine and easily repaired. UPS tracking was excellent. My communication with Mia and Ignacy at Thomann was great

Thomann have always been good in my experience, i wanted a Ibanez ES3 and nobody had one in U.K., andertons said they can't get it and they have a good connect with Ibanez so i had to look overseas which means possible import charges and VAT issues so i took a chance and ordered from Thomann, who have always been great , i ordered 13th march , My pedal arrived 19th march, today via UPS with NO EXTRA CHARGES, because the pedal cost under the £135 cut off point (before VAT), i only paid the price on the website (130) plus 20%VAT and £8 postage, so total price £164 , no extra charges very happy to have this pedal, well done Thomann

Ouch! Bought an amp. Seemed like great value. Foolishly ordered without reading reviews. Ordered previously with Thomann and made great savings so never thought to check. I was led into a false sense of security after reading the Welcome to Thomann "UK" heading on their page and the "free shipping" claim which most customers would take at face value. After reading horror story reviews of delayed shipping, missing items, delayed items, freakishly high post-purchase hidden costs, I tried to cancel just 5 hours after ordering. Apparently they had already processed and dispatched my order. That was quick. Just checked the tracking number and saw the dreaded "important charges to be made before delivery" message .... £92 (free shipping you say) ... Are you kidding me? Even worse.. a reputable UK company had my item for next day delivery and far cheaper than Thomann (after the hidden charges were added). Calling the site Thomann UK is extremely disingenuous and borderline sinister. Guess I'll have to take the hit this time but I've thoroughly learned my lesson. I won't be going anywhere near Thomman again and urge all UK residents to shop around and not to get ripped off like this. Thomann should really have a little more integrity and be more consumer friendly (please remove the Welcome to Thomman "UK" title) and explain IN BOLD that purchases bought by UK residents are likely to cost far more than claimed and are liable to be charged substantial tax and scandalous courier costs. Extremely Disappointed, both by the lack of transparity on this site for the consumer and also for my own naivety. NEVER AGAIN!!!

UPDATE: After tracking my package and seeing my delivery was slotted for this Friday (12/3) with a convincing delivery time slot stated also, I decided just to pay the substantial extra costs. IMMEDIATELY after paying, I rechecked the tracking to make sure payment had gone through and now, magically and instantaneously, my delivery has been *delayed due to Brexit". This is easily the most amateur, unacceptable and downright incompetent transaction I've ever had the displeasure of being involved in.

Unfortunately, I have to echo a lot of the problems which have been addressed by the many poor reviews of Thomann lately.

If you are ordering from the UK. Pure and simply, DO NOT ORDER FROM HERE. Go to Gak, go to Andertons, anywhere else. Please.

Firstly, I embarrassingly fell into the same trap. I saw a guitar pedal on Thomann (whom I have used before pre-brexit, with no issues) for suspiciously cheap. Because I have found some good deals on Thomann before, I didn't give it much thought and snapped it up. Of course, it all made sense when I got the Customs + VAT bill from UPS. Now, I am happy to take most of the responsibility here... of course now that we're not in the EU, there are now import charges and further complications, in hindsight this is obvious. But, this really was not communicated on the website, and info was hidden away on other pages. There really should be a very obvious (VAT NOT INCLUDED, Import charges may apply) when ordering. But no, Thomann seems to be happily taking advantage of the UK public whom are not necessarily familiar with the new rules. But all in all, this was my fault really, it would of just been nice to have some transparency and respect for your UK customers. (note: after fees and VAT, this pedal ironically cost me more than anywhere I would have bought in the UK).

Second, the delivery time, oh dear god the delivery time. If anyone wants to read a novel, please feel free to look at my tracking info for this order. UPS: 1ZAY26226868769568. Delivery took over a month, when the advertised delivery time (taking into account brexit delays), was 3-10 days. I contacted Thomann, and the response was basically "Oh yeah, its a nightmare at customs atm, nothing we can do". Incredibly annoying - they continue to sell to British customers, all the while knowing most will not receive their package for weeks, and potentially months, continuing to promise 10 day max delivery. Really poor show.

Finally, the package finally arrived. IT WAS ABSOLUTELY SMASHED TO BITS. The box was completely in pieces and the contents were hanging out. The UPS delivery woman advised me that I probably shouldn't even accept the parcel and they should take it away. However, at this point I had no patience for more waiting and accepted the parcel - since it's a guitar pedal (not known for being that breakable..) it would probably be fine. But, if I had ordered say, a violin, I'd have been screwed.

On a positive note, it was totally fine. And, when they finally gave me the updated delivery date, they kept to it and it arrived on that proposed date (albeit it, a month late) - something not everyone here seemed to get the pleasure of experiencing. (I suppose this positive is more aimed at UPS than Thomann though).

I do now have a working guitar pedal. One which arrived absurdly late, and ultimately cost me more than I was ever willing to actually pay for it, but, its the pedal I wanted and it works. This is the only reason why this is 2 stars and not 1.

I will never buy from Thomann again, unfortunately, and I would suggest anyone in the UK to shop more locally. Unless you are in no rush, and like spending more money than you have to, of course.