Thomann Music Reviews 204

Very poor customer service where returns are concerned. I will not be buying from them again.
I purchased a wooden music stand from them at £130 plus delivery at £9 which arrived okay but turned out to have a crack in it that would only worsen over time so I contacted them with photos. The response was minimal with an apology and a return label. I was instructed to return the item via a DHL depot. Which one?? The box is large and fairly weighty and there are a variety of options given by DHL. The nearest depot involves a 30 mile drive which I am not prepared to do for a faulty return. The onus is on Thomann not me. I have emailed stating this and have not yet received a reply. The return of a faulty item should not be this difficult for customers and communication should be far better. I have bought from this company before without issue. The problems seem to start when a return is necessary which is just not acceptable. In addition, the time taken to receive then have to return a purchase and a refund provided (one month) is ridiculous. The customer is left with no product and no money either during.
* I have received an email from Thomann stating that a collection will now be arranged for me. The response provided by the company via Trustpilot is not helpful. The photos that I sent clearly show that the stand is faulty.
* I have now raised a case with Paypal in order to get my money back.

I purchased a Thomann PS-37WNM walnut coloured round piano stool. I am based in the UK and I understand the company is based in Germany. I was a bit wary based on the reviews, but I couldn't match the price or design for what I needed so I took the risk. I received emails to confirm my order, when it was dispatched and on its way to the boarder and what day it would be delivered (by DHL). Overall it took one week to be delivered. The colour I chose isn't a match for my Donner Digital piano but it is a smart looking stool and thus I would recommend it or one of the other colours to someone looking for such a round adjustable piano stool.

I bought a new bass guitar before Christmas. It was actually supposed to be a Christmas present from my kids. There was an issue with it. The A string kept breaking when tuning up. They got me to send videos of me playing it thinking it was to do with my handling, despite the fact I've been playing for over 30 with no issues on any other bass. I had to keep buying new strings but each time it would break just from tuning up. They agreed to have it collected to fix it. I received no communication at all during this process, no indication what the issue was or what they had done to resolve it. Just a notification it was being returned to me. I originally had it delivered to work as I live in a block of flats and have had lots of trouble in the past receiving deliveries. I had even had it collected from my place of work when returning it. They instead decided to deliver the returned bass to my billing address by DHL, who today handed it to a random stranger in the corridor of the flats and claimed it was "delivered". So now I have bought a bass guitar that I do not have as well as buying three new sets of strings because it was faulty. I have yet to have any kind of response from them. As far as I'm concerned I just want a full refund so I never have to deal with this company again.

I’ve spent a lot of money from this store but never again . With a faulty item still in warranty I was first told “ It’s
Not in warranty “ then I was told “ It may be in warranty “ and eventually “ oh you are in warranty we will send you a shipping label so you can post the item and we can have our enginneers look at the item .
With no report I get a email saying “ it APPEARS the item received external impact - which it didn’t . I have questioned these findings and proved there was no external impact but this was ignored .
I have received no report from the engineers just a email from thomann stating “ let us know if you want it repaired .
Then comes the bazarre ultimatum -

I asked how much the repair costs and their answer was “ you have decide first if you wanted it repaired and we tell you the cost after the repair - if you dont accept the cost of repair the postage is 40£ !
Is these guys for real ?
Dishonest and into blackmail ? Wow

This is a scam website, they take your money then stall you with delivery dates, offer no tracking details and their customer service is lacklustre to say the least. They do not care about getting your purchase to you and as of yet have not refunded my money, i ordered the item over 2 weeks ago so make of that what you will. DO NOT CHANCE YOUR ARM ON THESE SCAMMERS. Use a more reputable musical equipment supplier.

Items never arrived, customer service was impossible to get a reply from and they held my money for a month. I had to HOUND them to get my money back. Please avoid at all costs.

Got exactly what I ordered and all working as new! Delivered quickly as well! Big recommend!

I was skeptical to use Thomann as I usually use UK based companies that I've used before and trust. I ordered a set of Seymour Duncan pickups. They were £57 cheaper on Thomann than anywhere else. Order placed 27/12/2025, order received when expected on 05/01/2025, in perfect condition. I'd expected hold ups at customs and delays over the order but pleased to say I had zero issues and no need to contact customer service. Very impressed with Thomann and saved myself a chunk of money, thank you!

Dont use these guys really bad experience poor customer service not worth the hassle

After 3 + weeks pf no updates there is an online update now showing additional checks in origin country meaning it was never sent yet they told me its in transit for the last 3 weeks - pure lies, no checking and no real communication on the actual whereabouts of the shipment

Id be suprised if I get it In Jan 2026 probably easier to just buy from a Shop !!!!

Reviews team
Kindly check your email and revert with a solution

Pretty lackluster. Not a UK company, confusing to know where stuff is coming from, very poor communication. I needed to find out about delivery estimates for a product so used their 'contact us' chat, which passed me around between different people before a sort of 'can't be bothered' generic response, then them openly just saying it's have to contact customer support .... (I thought this was customer support??) Not to mention half the time they were responding in German ? So you can email you details for them to reply to you within a day or something, I never recieved a reply.

I ordered a Millenium MPS-850 E-Drum Set Bundle on 24th November. It arrived on 1st December. Regular updates regarding delivery. What a brilliant service! My Grandson is absolutely delighted with this. It's good quality and well worth purchasing. I would highly recommend this company. Well done!

I had issues with this company, and over the phone costumer service wasn't helpful at all. But after switching to email conversation issues has been addressed to satisfactory level. Not all lost with them yet.
Just remembered - when you buy from them and you aren't happy with something - you have 30 days to return your item.

I wish I could give zero or minus stars for the customer 'service'. You know it's a bad sign if the main thing a company says on a call that ends up costing you more than £3 is that "we are not responsible for the courier". It's been two weeks since my delivery and DHL have been shuttling my package between an apparently defunct ServicePoint and the depot, with no way for me to contact DHL as the original tracking link is no longer working. Thomann have not replied to emails. Thomann's attitude? "Well YOU chose that ServicePoint"

EDIT after Thomann's reply.
- only replying to my emails to Thomann two days later, after I post a public revie, is not "aiming to resolve problems as quickly as possible"
- Your reply shows more of the same attitude. Thomann are my contractual partner and you are responsible for getting the goods to me. DHL is your contractual partner.
- Communication with the courier was not "difficult" but is impossible, since they do not reply to 3 customer service requests and 1 phone call is disconnected in the wait loop. The tracking link that lets me choose a service point, pretty much a given for any courier today, is still not working.
- It has been two weeks since I ordered the goods.

I had not realized that this UK satellite of the German company was based in Germany. Don't know if I had known I would have used.
I ordered Saturday and by Wednesday the order status had not changed. I emailed customer service and received a professional reply advising that it has been dispatched but will be invisible till it hits UK customs and may take up to 7 days. I was provided with a tracking number DHL. I think we have all been spoiled by the next day delivery services we expect today. The order arrived unannounced on Monday. Well packaged safe and sound.

When you're at the mercy of UK customs and exiles and our couriers, I feel Thomman did well. I would use this company again.

I won't order from Thomann twice.

Note that thomann.co.uk is the same as thomann.de, you'll notice the reviews outside Germany are poor yet it's the same company. Hence I've also posted this review to Google Maps.

I wanted some cork pads for violin rests - a very small item that costs £7 with just one delivery option of £10 (it *could* be sent in a plain envelope with normal letter postage). Anyway, that's not the issue, Thomann like many awful online sellers, sends out items even *after* you try to cancel, then places the burden on the customer to sort things out.

Here's my timeline of emails:

* 12 Sept 2025, 21:54, placed the order using PayPal, received a confirmation email with no order number or reference of any kind, not even telling me what I ordered.

* 12 Sept 2025, 22:48, sent them an email to cancel the order, all I could tell them is what I ordered with my name - and email address implicit.

* 13 Sept 2025, 08:06, Thomann replied saying there was no order in their system.

* 13 Sept 2025, 08:45, I received official confirmation of my order with an order number.

* 13 Sept 2025, 10:26, I replied to Thomann providing the order number I wished to cancel.

* 13 Sept 2025, 10:33, Thomann replied stating it was too late to cancel.

* 13 Sept 2025, 11:26, I received dispatch information.

I really don't see why I should pay for this, their shop is big, but not a huge industrial complex preventing them from locating or stopping an order.

Edit: in response to what they said below about calling instead of emailing, the timeline speaks for itself. They replied to my email promptly and are not understanding what they got wrong - it's typical corporate gaslighting. Few companies ever admit their mistakes:
1. No order number allocated at the time I placed my order.
2. By emailing I provided my email address, name and product reference - much easier than trying to spell it out over a phone call.
3. What difference would it have made it I'd called? Well, a. I wouldn't have any proof and b. their answer would have been the same whichever way I'd contacted them - I already documented it, it's gaslighting.

I'm glad Thomann is doing well in Germany. I do not recommend it for UK based customers when better alternatives exist with proper web sites that work 24/7 such as gear4music. In this case I was looking for a very niche item that only Thomann had. Next time I'll make do with what's available elsewhere. My mistake.

Despite having a .co.uk address they are NOT uk based , anything you order comes from Germany , I did not know this and ordered keyboard , I emailed them with in 2 days to cancel the order once I found out they was in Germany , but it arrived on my door step any how , I returned it for refund , it took over 3 weeks from the time of ordered it to get a refund , due to the problems with having ordered it from Germany . the keyboard was not uk spec hence came with eu to uk adapter !!!!!
I feel it is very unfair to have .co.uk address and not be based or at least have warehouses in the uk .

Ordered an ESP guitar for close to £600 although it did arrive on time it had a faulty bridge so was unplayable. Contacted them and they told me to return it but it would take around 4 weeks. I asked for the part to be sent out and I would have it repaired locally but that was still around 3 weeks. Got it to a local specialist who got the parts next day, repaired, tuned and set up the guitar for us. Now Thomann are being as awkward as they can when I simple just want the exact amount it cost me back. Blunt borderline aggressive email responses saying they could repair it for less. No care for customers or supplying working instruments just profit margins and a lack of decency. Not a shop I will ever use again as they failed in their service and once it was fixed suggested I returned it for a refund! So now it’s been fixed at my cost send it back in a better condition than they provided!! It is a present for my son but no its seems fine for them to expect me to take it off him now it’s working.

I emailed reviews@Thomann as suggested in their reply. It’s been 8 days and I have had no kind of response at all. Absolutely shocking company

They have rubbish contracts with DHL, so at best, you'll receive your package late.
If it gets lost, as was my case, Thomann takes no responsibility. I located my package 10 days later, 30 km away, thanks to an acquaintance who works at DHL, just when I was about to file a complaint. The funny thing is that the uneducated staff from the misnamed "Customer Service" are the ones who, with all their arrogance, send you an email with instructions on how to file a complaint.

Thomann... after a month of dozens of emails and calls from your low-skilled staff, don't make any more fools of yourself here by replying automatically, pretending to be interested in finding a solution.

Customer 10745329
I have purchased a lot of equipment over the years from Thomann. The prices are reasonable, the choice is excellent and I can live with the long delivery times.
The problem is when you need to return a product outside the 30 day grace period. I purchased an active bass in June and this week the active circuitry is no longer working - the bass is permanently in passive mode. I was asked to send videos which I did and have been told that these videos have been sent to specialists - why is this ? The video shows me switching between both modes and there being no change in sound. Even the manufacturer advised that there was a wiring fault and to return it under warranty. What else will a specialist glean from my video? This is just wasting time.
This is where I have an issue with Thomann. If it takes several days to approve the return, a week or two to return the product and then even more time to do the repair I should have a working bass by October. For a product to fail after two and a half month’s, Thomann should be offering a replacement bass. Instead their customer service team should stop the patronising “you must be patient”. I even suggested paying more for a different bass in an exchange deal providing the returned bass was proven to be faulty ( something I’ve done before with Thomann but I’m now told this isn’t an option)
I think after several years of using Thomann I need to start thinking about using UK on line guitar companies. Yes Thomann offer value and more choice but when something goes wrong the process is slow and painful

I ordered and paid for a lighting rig - I told them I needed it urgently as we are community charity fringe theatre with three shows coming up- I didn't realise they were abroad until they said about customs - So we missed having lighting for the first show - When they arrived I had a professional electrian put them in - They lasted one hour before they started flickering - Then they went off all together - But some codes came up - Their technical department knew nothing about the codes - The internet knew more than they did - Then I got an emails asking me to tell them what the fault was - I did this - Then they asked me to video it - I kept complaining that this was a waste of time - That I needd the lights urgently for the rest of the booked shows - I asked for a replacement in the interim - as I knew the process of returning them would be a long time -I am angry and upset that I was disbelieved especially after all the proof I had already sent them - proof that they asked for - I asked again how long would it take to get a replacement - and was told 20 to 30 working days - only after they'd checked them - They obviously have no understanding of theatre and the need fir good lighting - This company was reccomended to me - I wish I hadn't listened to them - They have treated me and my theatre with a total lack of respect and understanding - They organised a courier to pick them up - I told them not to bother as I would have more satisfaction telling everyone what a crap company they are - Guess what the courier turned up - All that waste of time and money when all I wanted was a ste of theatre lights that worked - I will never used tjhis company again and I will forever advise any one else to not use them -