Thomann Music Reviews 204

I did not realise when I ordered that this company is not based in the UK. The result is that delivery takes ages - far longer than the estimated date they misleadingly quote when you order. Goodness knows what will happen if you have to return the goods if faulty or claiming under their warranty.

Just spent a lot of money with them and products did not arrive in the first package and the Harley Benton power bank has stopped working! Rang up poor response! I will have to wait over a month to get my stuff repaired or new sent out ! Crap service!

I returned the item “100526 Yamaha FHJ 200U Curved Headjoint” and it was delivered back to the company on 23rd May. It has been over 3 weeks and I still haven’t received my refund. I emailed several times but got no reply at all. Very disappointed – the so-called 30-day money-back guarantee is meaningless if no one responds!
There is no way to contact them, and it feels like this company can just take customers’ money and ignore all responsibility.
I feel completely powerless and cheated.

Edited at 3:43pm :
Turns out all UK customer service channels simply leave your messages on read and never respond.
If you need help, you must contact reviews@xxxxxxde — you’ll actually get a reply from their 5-star customer service team.

It’s disappointing that a regular customer has to go through so many hoops just to figure out how this company operates and how to get proper follow-up.
To this day, I still don’t know the real situation or how long it will take to get my refund. But at least someone replied — and that gives me a bit of hope.

I tried to return an item within warranty. They told me first of all it would take at lest 6 weeks and then told me I have to print labels and pack the item and ship it back to them, and they will decide when it gets there if it still has its warranty depending on its condition after travel. So in short, I ack it and accept liability for travel damage and possibly lose my warranty. I said no I didn't want to take the risk of packing it so. They both refused to release me from this transport damage rubbish and refused to let me communicate with a manager and they refused to uphold the warranty. And wanted me to not buy from them any more. I will see them in court. Absolute scumbags.

Dreadful service. Received a guitar with NO action:strings so close to the fretboard it was unplayable. Thomann freely admitted they don't check before dispatch. I've been told no compensation is due for poor, time wasting service. Its now my job to package it all up and return it in the hope I get my money back. The ridiculous repackaging rules seem to want me to package it up better than how I received it - maybe a plot to try and keep my money. Don't use these people friends.

Let me start by saying that in over 40 years I have never given a bad review for anyone so it saddens me too do this, I bought a Supro delta king combo from Thomann that was delivered damaged. The box with the footswitch in had fallen or been placed in front of the speaker! As a result the box during transit had gone through the speaker cloth and through the speaker cone making 3 holes in the speaker. I managed to repair the cloth and do a temporary repair to the speaker cone using PVA. The repair to the speaker obviously is only a temporary fix. I contacted Thomann and asked if they would send me a replacement speaker and they refused, I have sent them photos of proof of damage and they say a replacement speaker isn’t available, I then said I’m happy to have a different make of speaker and they still refused to help, So I had no choice but to spend another £95 out of my pocket to replace it due to no fault of my own. Thomann I will never buy from you again. If this is how you now treat your customers, you should be a shamed of yourself….

In response to Thomann’s reply, There has been many emails going back and forth over the passed few weeks and all I get back is there’s nothing they can do. It’s shocking….. Update: I contacted Supro directly and they say they would happily exchange my amp for the smaller delta king 10 because they don’t have a spare 12” speaker. How pathetic and ridiculous is that. I have now just bought another delta king 12 and will just keep the one with the different speaker as a backup. I really thought Thomann & Supro were better than that but obviously not. To say I’m unimpressed with Thomann & Supro is an understatement.

New Update : Supro has now sent me a replacement speaker, Thank you Tony @ Supro for stepping in and doing the right thing, It’s very much appreciated. 👍

I purchased a violin pick up. It took a week to arrive . I wasn’t sure it was what I wanted and I couldn’t test it as there was no battery as there should have been. I had a gig coming up and didn’t wan to waste any more time so emailed them to say I wanted to return it . No response for a week so I emailed again and got a response with instructions on how to return . However DHL dont have local pickup so had to travel out to a local village to send . Over a week later I got the refund £10 short no explanation given . I ordered a different pick up from Amazon which arrived the following day . I’m sure I could have returned it via a local drop off and received a refund within a week if needed. Thomann just are not in that league. It cost me time and petrol money to return and it cost me a further £10 as didn’t get a full refund

I purchased an edrum kit from Thomann. On delivery, although the drums were working, there was an issue with the volume sliders on the drum module. I contacted Thomann and after a few emails and a video upload it was decided that a replacement module was required. There was a 4 week lead in period before the module was available and Thomann did inform me of that beforehand. The new module arrived within the 4 week period and everything is working as it should now.
Great customer service from Thomann who made the whole process easy and kept me informed of the progress of the replacement part.

I ordered a Harley Benton ST modern SFG and it stated 1-2 weeks which was great not too long to wait. A little further down the line I noticed the wait time change to 13-17 weeks on the website which is a huge change. My email still said 1-2 weeks and I was told on live chat I was due to get mine on 2nd April 2025.

I reached out via email today and was told now i wouldn’t be getting one until the 30th June which is over 3 months away and this was confirmed on live chat. Thomann didn’t bother to let me know this via email or my customer portal.

When I tried to explain how poor this was to the Thomann customer service agent on live chat that couldn’t care less. They didn’t offer any alternative and their response was very robotic and couldn’t see how frustrating this would be from a customers point of view. I won’t bother with Thomann if this is how they treat their customers very very poor service.

I bought a guitar pedal which didn't work , I wrote 6 times saying it was faulty , over a 6 week period yet heard nothing ,
Communication was dreadful.
I eventually got a full refund weeks after I'd sent the item back.

over the last 3 years i have ordered 5 basses, recording equipment, speaker & amp. All were great, as was the advice I received after checking many,many reviews of the purchases on the internet.

I have bought before from Thomann and the selling experience is excellent. It’s only now that I have an issue with them that I realised how poor their customer service is. The Warranty they offer and pride themselves about is thoroughly useless.

I purchased a Lava me 4 guitar from them last march and a tuning peg snapped off. They tell me that the manufacturer no longer makes the part and to get a quote from a local workshop.

I don’t know any local workshops and in any case, if Thomann can’t get the part, how do they expect workshops to obtain it. Therefore my expensive guitar is no longer fit for purposes. I’ve contacted thomann to claim off their warranty and have not heard back from them.

I ordered 9" thomann conga head & they sent me 7.75 - 8" conga head. I realized it doesn't fit into my bearing & very small for the crown. I asked about that from one of customer service & he ask to contact the Drum department. So i get contacted with them & send them all the photos with measurements & they said that conga heads doesn't have actual sizes & they always various. So why they advertise with the measurements then? They don't want to accept their mistake & always trying to hide it by giving wrong informations. Really unhappy & disappointed. They have good quality products but can't trust them as once they sent a wrong item they don't want to accept their mistakes.
My case number GB / RMA 6749108R / Thilanka Maduranga (21237143)

Test of customer service is when things go wrong. Supplying the goods that have been paid for isn’t customer service, it’s simply compliance with the contract. Every single time stuff has gone wrong with Thomann, they’ve been utterly s**t. They have a reputation in Germany of simply denying there’s a fault. This is a “salt of the earth, family business“ that was fined €15m for ripping off customers by fixing prices…

The courier serviced used by this company not only inconvenienced and cost me time and money. Ladened with excuses. I am now reluctant to purchase if at all again very disappointed

Purchased a ‘B’ Stock guitar, arrived in a completely unusable condition… B stock or not, you surly should be able to use the thing!! I should have read the reviews on here, so disappointed and frustrated .. I am now at the mercy of the ‘returns’ procedure.. which doesn’t sound good, and am without a guitar and my money.. a complete waste of time and energy..
so so frustrating 👎👎👎👎👎.
HAVE REPLIED TO THE COMMENT FROM THOMANN, GUITAR TO BE RETURNED AND WAIT 2-3WEEKS FOR A REFUND!!… YOU HAVE BEEN WARNED FOLKS.

Ordered a keyboard, stand and headphones. After much searching was the best price found.

Goods arrived as per schedule well-packed and in excellent condition. Also pleased with free three months of Skoove keyboard learning app that works fine on my Android tablet.

Please don’t buy anything from Thomann
You will regret bought a mandolin turned up with a broken string so I could not tune or a spare packet of strings
Save your money and buy from a better company with better service my emails also went unanswered

Thomann persist in using DHL who consistently make a complete mess of delivery, with delays, lies and poor systems.

The prices are okay, but the end to end experience is appalling. Come on Thomann, get rid of these delivery cowboys and do us all a favour