Purchased a guitar 40 days ago, arrived in pristine package but with neck broken in two.No way to get money back since then, customer care always repeating the same story about UPS courier responsability but no way to get refund. Beware

I've ordered a number of times over the years and I haven't been disappointed. What I love is their own brand Harley Benton products, today I've bought my 4th Bass guitar from them (+1 double bass). I'd research the markets for comparative products but price/quality wise, despite my best efforts I end up going back to Thomann. It looks like many on here bass (yes pun) their reviews on a single incident with Thomann. Mine is based on numerous transactions with them over the last 5 years.
B

I bought a flute Prima thumbrest. It came without the adjustment screw or proper installation instructions for the silicon pad. I wrote asking for the screw size so I can buy it locally and asked which way around to install the pad.
The responded with a from letter asking for photographs of what they sent me BEFORE THEY WOULD DO ANYTHING.
THERE FOLLOWED MORE CORRESPONDENCE WHERE THEY WERE VERY RUDE, SAYING I WAS REFUSING TO COLLABORATE IN SOLVING THE PROBLEM.

Epic customer service, great communication and trustworthy! Professionalism at its finest!
Great packaging and handling, everything came intact, in mint condition! Fast shipping and on time! 5/5 stars for Thomann!
Best regards to the employees and all my respects to all of them! Thank you so much!

I've ordered 27 times so far (thousands euros) and can't tell any bad words about them.
Great services, great support, great portfolio, all packages was delivered ASAP (to Slovakia). It is the best store for musicians i know.

My guitar (entry level, cheap guitar as thomann insist in remember me), came with the package taped like if a 3 year old child do, not with staples, lots of dust, like an an exhibition device.
My amp (marshall) came with cable like a nest.
Now, after a lot of emails where they say that it is normal, that the manufacturer do that because it is a cheap guitar, I contact the manufacturer, and they said, quote: "I can assure you that this is not how this guitar was packed at the factory".
As I send the manufacturer email to them, they do not answer me any more.
I let go the amp thing.

I bought an item from Thomann but decided I wanted to cancel the order. I sent them an email 10 minutes after I bought the item asking them to cancel it. 2 days later they tell me that I can't cancel because the order was sent already! These people don't know what they are doing and can't even check their email in a timely manner. DO NOT waste your time with this company. Look for someone who is more professional and knows how to treat you and the product you buy with respect!

Charges don't include taxes or delivery costs on payment. I've been waiting nearly two weeks for a product I will pay more for (than competitors). When I contacted them days ago, to enquire where is my item, I have heard nothing. Could this company be legit, I'm wondering...?

I really like their Harley Benton products, but their customer service is awful. I ordered a couple of guitars from them and one came with the input jack disconnected because the nut that secures it was missing. I emailed them asking for the nut size so I could order a replacement locally but it's taken about 6 emails back and forth to get an answer from them and each email takes 24+ hours for them to reply to. And in the end they told me the wrong size!

It wasn't easy to find a way to solve my problem, but both sides kept an open mind and our focus on a solution instead of the problems.
I also need to recognize that Thomann has always replied back to me timely, in a moment when many companies would just leave me hanging (when things got really complicated). They persevered and made sure to see it through.
In my review I was advocating for myself, and whether it made a difference or not to the outcome, the fact is that the email conversation led us to end this in good terms.

Honest People, Best Customer Service, Best Quality. Their brand Harley Benton is a killer, it will dominate over classic global brands very soon. I'm happy to spend my money there.

I have bought so far, 1 guitar, 2 ukuleles, 2 pickups. From these, 1 pickup was not working, 1 ukulele was scratched and the guitar stopped working after a few months. They decided to recall the guitar which was then broken during transportation back to Germany. After appealing from their initial decision to sending the guitar as is (broken) back to me, I was able to obtain a satisfactory solution from Customer Support. The ukulele and pickup were so low value that they just decided to send me another one (still in transit).
So, not the best percentage so far, but I guess is good to know Customer Support was there in the end for me, even if I had to appeal from their initial decision in one of the issues. I hope to have better luck with their products next time.

On a guitar I bought it started having a signal drop. I was asked to return the guitar for analysis and was without it for over a month.

When they returned it, it came packaged badly and with the headstock damaged.

Now, despite confirming that the damage was their fault, they only accept responsibility if I send the guitar back to them, which for me means that I will lose the guitar again and run the risk of it being damaged again, besides Thomann not guaranteeing to repair the guitar and that it is not possible to replace it because it is no longer in stock.

In addition, Thomann's management of this incident and transport was disastrous and without any respect for the customer and his needs:
- It has no initiative to inform the customer of what has been done/analysed;
- It goes on, successively, putting forward possible causes other than the guitar as the various issues are highlighted or clarified, or else it does not clarify the information given to them;
- Negligence on the part of Thomann in the wrapping and packaging of the guitar;
- Deficient articulation and transmission of data with the transporter and customer (they never spontaneously informed, nor provided information about the delivery and date, as well as wrongly transmitted the customer's delivery data to the transporter). This caused several delivery attempts with unnecessary movements and delays in delivery (which may have contributed to the damage to the guitar);
- Willfully refuses to assume their responsibilities unless the customer is left without their guitar (despite being available to examine the guitar and provide photographic proof or other information).

Great service and prices I have to say! Keep doing it Thomann. Next order wil be soon again. You are rock\m/

They sold me a guitar that was 2 years old from build date. The neck started to crack top joint they more or less called me a liar. They said it must have been involved in a accident. L know it has not. It has never left the same room since the day it came out of the box. If it had been mistreated it would have impact Mark's on the guitar but not a mark on it. The 3 year warranty is none existant. Go elsewhere.

I received top class, excellent service from my initial email enquiry all the way through ordering and delivery to Greece. I highly recommend Thomann and will definitely be ordering from the again in the future.

I have purchased a Harley Benton 12 string and a case and I could not be happier with the service received. I had some questions before and after the purchase and they were all resolved. I had shipping tracking and the shipping was quick. But mostly I am delighted with the quality of the guitar

Only ordered guitar and amp on Wednesday it came today. Well packed and very impressed with the quality of goods. It was a bs guitar and there is not a mark on it amazing.

I know a lot of Music Dealer, like the Guitar center in L. A. or the House of Sound in Basel or Music Store in Cologne, but the Best of the Best is Thoman, and i will tell you why that is...
First of all, look wherever you want, you can not beat their sales prices because of their volume that they sell each single day, second is the knowledge of their employees, they just know what they doing, yes they are humans too, so of course they have good or bad days like anybody else,
But if you acting nice and friendly you will threaded the same way, usually i order the stuff that i need online because their location is just too far away to drive to them, but sure i went there a couple of time by myself to see the store, it is just huge, and absolutely worth the visit.
And the service is also very fast, last time i ordered by them it took them only 4 days to deliver it to me, and that includes custom too ( over the border, Germany - Swiss) still unbelivable to me.
And of course you can track your parcel online without a problem, and the always handle their goods nice and clean, and it will arrive in a very good condition.
So in my opinion Thoman is just the best Music dealer there is, online and as a real store in the real world, just go there and see for yourself.

I've been shopping at Thomann for a long time, even bought a guitar from them. Products are delivered with care and they have a good range of choice.

I bought thomann DP26 keyboard £222.00. Had to pay UPS an extra £71.58 vat and delivery charge. It arrived damaged. Emailed Thomann. They aren't interested. Just told me that they are passing my case onto UPS. I paid both Thomann and UPS with PayPal so I hope it will get sorted. I'm in limbo here as I need a keyboard. I can't afford another one untill I get my money back and I have no idea when I will. I will never use Thomann again and would advise UK buyers not too. Especially if they use UPS.

I've spent most of my disposable income at Thomann for many years, so I think I can safely say Thomann rocks!

I can personally verify that:

1. They have a truly incredible amount of stuff to choose from! Not only all the usual brand names, but they also have good quality in-house brands with unbeatable prices (Harley Benton, Zultan).

2. If you still need something they don't have, just give them a call and they'll contact the manufacturer and get it for you. A very useful service, considering the fact manufacturers won't normally talk to YOU, but they'll return Thomann's calls alright! This has saved me on occasions.

3. When you have no idea what product best suits your needs, call Thomann and discuss it with their very helpful staff, they'll answer any questions about the products and guide you to the right choice. Thomann hires people who love music (and who often play an instrument themselves), and it shows in their enthusiasm!

4. They deliver quickly, and you're guaranteed to get flawless products, unless you specifically order items marked B-stock to save a buck.

5. If there's something wrong with a product anyway (perhaps it was damaged in transit), Thomann will replace it at no cost to you, and if it takes a long time to get a replacement they'll offer a rebate instead, if you prefer it.

6. If there's nothing wrong with a product but you find you don't want it after all, just send it back within 30 days, and Thomann will refund you in full, no questions asked. They will even pay for the return package! This service is so awesome I feel embarrassed every time I use it, it feels like taking advantage of a friend who is just too nice for his own good!

7. Cymbals are a great example of when Thomann's customer friendly way of doing business absolutely rocks. Cymbals are difficult to buy, because ever individual cymbal is unique, and you'll never know if you'll get one that melds well with your other cymbals. With Thomann you can order a few of the same model and see which one works best for you and return the rest. I wouldn't DARE to buy cymbals online from anyone else!

To sum it up, I've spent tens of thousands of Euros at Thomann over many years. I've bought guitars and basses and drums and woodwinds and microphones and studio equipment, and I've never once been disappointed with Thomann's service.

I have however often been impressed with their professional and user friendly business practices, and the helpfulness of their staff. To me, Thomann represents the measuring rod for how an online business should be run! Did I mention their online "in stock" status never lies? Little things like that is what makes an online store pleasant to use.

I write all of this because I'm APPALLED to see the low ranking Thomann has here! I can't think of a business that deserves this kind of harsh complaints less. Everyone should realize that Thomann is a huge business with lots and lots of customers. Apparently a few of them are unhappy for whatever reason, and feel the need to vent their disappointments online. But if my experience is anything to go by, your odds of being a happy customer are great indeed!

PS
The product reviews made by users at Thomann are often the only product feedback by users available anywhere on the internet. Always read them! If there's a subtle problem with a product, there's a good chance someone has encountered it before and can warn you, or tell you how to work around it.

The worst and creepiest company ever

I returned an item, but haven't got the refund, I think they're gonna steal money, they are thief.
I followed their return instruction, this company will steal your money by sending defective items, don't buy there! I guess good reviews are cheat by Thomann

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Finally I got the refund, this took so long