Musikhaus Thomann e. K. has a rating of 2.9 stars from 142 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Musikhaus Thomann e. K. most frequently mention customer service problems. Musikhaus Thomann e. K. ranks 5th among Instrument sites.
Caveat Emptor
UK buyers beware. Although prices seem good value, when there is an issue and something has to be returned then it can turn into a nightmare. I bought a Marshall JVM combo through Thomann and it developed a fault on the board - confirmed by an amp tech here in the UK. It took nearly 3 months to get Thomann to accept a return and when they arranged a courier to collect it they had to ask me after if it had actually been collected. I supplied them with a photograph of the courier scanning the return label. There didn't seem to be any integrated information with the courier. They then said it could take up to 20 working days (a month) for it to arrive at their warehouse. I waited the 20 working days without any update only to be told after that in fact it had been lost in transit somewhere and they didn't know where it was. They would raise an investigation with the courier company and then revert back to me with a resolution. I'm still waiting for that resolution which they have already said won't involve a replacement. So in summary, they don't know where my Marshall is, they won't replace it, they have the money and I've been without an amp since February. Buyers beware.
Date of experience: August 3, 2024
The team of customer support and online experts is priceless, they suggest you what you should use as per your choice of gear and accessories, feels like a family member not letting you splurge extra $$$ just for fun
Date of experience: September 14, 2023
We're proud to be your musical family, making sure you hit all the right notes without breaking the bank!
If you ever need more advice or just want to chat about your gear and accessory wishlist, we are here for you!
Abdul You Rock!
Your Thomannn International Team
Borderline fraudulent behaviour
I ordered a Fender hard and flat top case for my wife's guitar as a gift. I received a fluffy soft "backpack" case of their generic brand, with incorrect measurements (the guitar doesn't fit), and it was even dirty!
I contacted their customer support, and they were more interested in fixing their mess and that I sent the wrong cover back than providing me with a solution.
All in all, I need to send everything back before even thinking about getting my money back... for their own mistake! So, I haven't got the money or the case, and I need to print, re-pack and send everything back. Just this time, I've learned my lesson, and I hope people will learn from my experience too.
After opening a Paypal case, they offered to issue a refund if I did close the case. I agreed and then they weren't truth to their word. Still awaiting the refund after following all their "guidelines". AVOID IT!
Tip for consumers:
Avoid it at all costs. When things go wrong (that seems to be often) they take no responsibility or care to amend it.
Products used:
Guitar case
Date of experience: March 17, 2023
Hello,
Thank you for your feedback. We’re sorry to hear that you are having problems with your purchase.
We kindly ask you to email us at leitung.service@thomann.de with the details of your order, and we will get back to you on this.
Your Thomann Customer Care team.
So I placed and order for a guitar about 6 weeks ago, it never got here so I check my CC if it was charged, it was and refunded since they never bothered to inform me if was not available I bought another one else where now out of the blue the charge my card and ship it! I told them on thank you I got one elsewhere they told me tough luck there is a $217 fee to return it. If you what a guitar whenever they are good and are ready on their terms to ship you one these, then theses are your guys, you'll get it when they are ready and not before. They won't even bother to inform you if or when it will get here. Do yourself a favor if you must have one buy it from amazon or another sell who at the least acts like they care about the customer.
Date of experience: March 13, 2024
Ordered Monday morning US time, Evening Germany time. Guitar order processed within the hour. Shipped and tracking started Tuesday US time. Arrived Friday Afternoon to Minnesota USA. Outer box did get a little beat up. Slightly oversized for the smaller guitar box inside; so anything placed on top of it will squish the cardboard a lot. Inner guitar box was cushioned with crumpled paper. Guitar-box had foam inside its box on headstock and butt of the body, and a soft mesh bag inside a plastic bag with a bunch of desiccant packets to absorb any stray moisture during shipping. Looks equivalent to any guitar off the shelves from a local music store. No additional tariffs for importing, Everything from Thomann website was it's final price. (Final price was under 800 USD which then might apply import tariff/taxes of 5.0%~5.4% for 9207.9010~.9040 "Musical instruments Other" ~ "Fretted stringed instruments")
Date of experience: September 1, 2023
Hey Tibbs!
Thank you for the AWESOME review and 5 Stars!
We love reading about your guitar's musical journey across time zones! Our stellar warehouse team takes extra care to make sure your gear arrives in primo condition, just like a rock star ready to perform! And we appreciate you mentioning the tariff situation – we strive to keep things transparent and hassle-free.
If you ever need more musical gear or just want to chat about your latest rock 'n' roll highlights, you know where to find us!
Your Thomann Export Team
Horrible Customer service. It often takes between 2-6 days for them to respond to my e-mails.
I decided to use my 30-Day Money-Back Guarantee and sent a guitar for return 5 weeks ago.
The parcel has now been stuck in customs for over a month, and still remains there.
Thomann estimates the whole return process to take only 15 days, but who knows how long this will take.
Customer service responds with "we're in contact with the transport company", but fails to give me any idea of what's going on, or how long this will take.
They are not resolutive at all.
I will post more on how things will turn out, but honestly, I'll be glad if I get my money back.
First and last time I'll order from Thomann.
Date of experience: October 4, 2023
Scammed me unfortunately. Bought an 18" subwoofer, failed after 5 uses, got a new on warranty. Two months later they come back requiring me to send the speaker back because I according to them have overloaded the subwoofer. Rejected this because I do not have the amps to overload the spec, the previous speaker lasted 5 years with half the rated power AND the replacement speaker has been playing fine in the same setup for two months now. Have asked how they explain this, only comment I get back is that their verdict stays, no comments on my comments at all. Stay away from Thomann and Eminence loudspeaker company, scammers!
Products used:
Nothing, will never order anything from Thomann again, does not answer on questions
Date of experience: February 13, 2024
My first order was in 2022, when I got a Korg L380U piano. My initial hesitation and concerns fully fade away when this large and heavy instrument was delivered to Armenia in perfect condition. In 2024, I made two other orders including 2 guitars, 2 modeling amps and accessories, all in good packaging and in the quality as advertized. I'm blowed away by the excellence of my HB guitars - TE-62DB and SC 550ii!
The only issue I had was a factory defect with the PG Spark Go amp in my last order. It failed to shift stereo/mono in the app and the phone socket only had mono output. Thomann's customer support helped me greately with the warranty related investigation process. As the return shipment from Armenia would be quite costly, they just offered me to keep the defective and shipped another one, new and fully functional. What a great example of an awsome customer care and support!
Products used:
Piano, guitars, amps, headphone, strings, guitar accessories
Date of experience: June 26, 2024
Really slow processing time and poor customer service.
They eventually cancelled my order after 4 days of inactivity and asked me to wait another 2-3 days, so I could claim a refund. Should anything happen, you are on your own. Customer protection is of no interest to this company.
Date of experience: April 9, 2022
Good morning,
Thank you for your feedback and we’re sorry to hear there was a delay in responding to you.
Although we aim to respond to customers within 24 hours, there are times when a higher volume of correspondence can lead to slight delays in the response time for which we apologise. We also offer live chat between Monday to Saturday and are available by phone so we can assist immediately. Likewise, we do aim to dispatch items as soon as possible and orders are normally dispatched within one working day of the order being placed.
We would invite you to contact our management team on tl.international@thomann.de so we can look into your specific case in more detail as we are proud of our awesome customers and your positive experience is a priority for us!
We look forward to hearing from you.
Your Thomann International Team
I've ordered all sorts of products from Thomann, from instruments to studio products, and in this last order some of their branded products as well. Not only have they been a great value, super efficient and easy to find and order from, but everything has been delivered quickly and arrived in excellent condition. The biggest surprise has been how good their own brand products are, especially for the price. I ordered a Harley Benton guitar and a couple of their Millenium brand products, and they are truly fantastic for the price.
My experience with them the past few months has been absolutely perfect, even when ordering bigger items like 88 key controllers. Highly recommended.
Tip for consumers:
Best to order enough to kick in with the free shipping. Most if not all their own products are excellent, but do read the product reviews, as some might be excellent for the price but not necessarily for you.
Products used:
Midi Controller, Guitar, Stand, Cables, Strings, Strap, Bags, Software, etc.
Date of experience: June 23, 2022
Dear Francisco,
Thank you very much for your positive feedback. We are very happy to hear that you are satisfied with our products and service provided.
Your Customer Care Team
I recently purchased an audio interface from Thomann USA which arrived promptly and well packaged. I had some.difficulties with setup and operation, which Thomann customer service took care of in short order. Overall, a great experience.
Tip for consumers:
Be prepared to pay high international shipping charges if you have a problem that requires a return, if you live outside of Europe.
Products used:
Audient ID14 audio interface (did not work)
Date of experience: February 4, 2023
Fraudulent warranty policy. They advertise a 3-year warranty but fail to honor it after only 6 months when the product failed, despite the product not being excluded from it. I tried contacting customer service and they told me it was not covered because "3-year warranty" only appeared once and not twice on the product page. Surreal! Avoid! Cannot be trusted!
Date of experience: February 23, 2022
Hello,
Thank you for your feedback. We’re sorry to hear that you are having problems with your purchase. We kindly ask you to email us on leitung.service@thomann.de with the details of your order, and we will get back to you on this.
Your Thomann Customer Care team.
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...?
Tip for consumers:
There are hidden costs of which won't be known until shipping. Don't expect a response if anything should happen.
Products used:
Item not arrived yet
Date of experience: April 6, 2021
Hello.
Thank you for your feedback. We’re sorry to hear that you are having problems with your purchase. We kindly ask you to email us on leitung.service@thomann.de with the details of your order, and we will get back to you on this.
Your Thomann Customer Care team.
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.
Date of experience: April 22, 2020
Hi Pavel,
Thanks for trusting us so many times!
Your musical endeavours are in good hands with us :) Make some great music with your new gear!
Your Thomann Team
I've been a loyal customer of Thomann for over 10 years, and always recommended people to buy from them, but after my last transaction I won't be buying from them ever again.
I received a guitar with a damaged neck and contacted them expecting a swift response for an exchange but that didn't happen. They asked for pictures which I sent, then they asked for more pictures which I sent again, and then they completely ignored me after that!
After a couple of days of not hearing from them, I contacted them to see what was happening, and they told me that I had to take the large parcel to a DHL drop off point! Pathetic! Bad service! Unnecessary stress and grief!
There are plenty of trustworthy companies out there with great customer service, unfortunately Thomann isn't one of them!
Tip for consumers:
STRESS AND GRIEF BUYING FROM THOMANN!
Products used:
Guitar
Date of experience: August 2, 2021
Hello,
Thank you for your feedback. We’re sorry to hear that you are having problems with your purchase. We kindly ask you to email us on leitung.service@thomann.de with the details of your order, and we will get back to you on this.
Your Thomann Customer Care team.
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
Date of experience: March 30, 2020
Thanks for the kind words, B.
We put a lot of effort into our research and development of in-house brands, as well as making sure that the Quality Control is always on spot.
Looking forward to many other interactions with you!
Your Thomann Team
Horrible service. Watch there return policy. Don't buy if overseas. I was totally misinformed about my package delivery. My guitar's tracking service did not work properly. The US Postal Service sent it to hurricane ravaged Puerto Rico! Then had me sign for it before I could look at the box because it was behind the counter. They placed a note apologizing for the delay on the damaged box but NEVER explained why there was a delay. The company won't honor there money back guarantee without me shipping it back to them AT MY COST! That would cost me more than the guitar!
Also don't take your equipment to a local luthier for a set up because they claim it voids there warranty.
Date of experience: December 8, 2017
Hi Peter, could you please send an email with your customer number to social@thomann.de? Then we’ll be able to locate your account and find out, what’s going on. Best regards, your Thomann team
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!
Date of experience: May 15, 2021
Hello George,
Many thanks for your kind feedback. We are happy to hear you are satisfied with the service provided.
Cheers from Treppendorf
Your Thomann Customer Care Team
Mis sold me a guitar and struggling to get money back as guitar returned. Guitar sounded nothing like it did on website. Now all i hear is flinsy excuses not to refund in a timely manner. Pathetic. Avoid
Date of experience: August 28, 2022
Hello,
Thank you for your feedback. We’re sorry to hear that you are having problems with your purchase. We kindly ask you to email us on leitung.service@thomann.de with the details of your order, and we will get back to you on this.
Your Thomann Customer Care team.
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!
Date of experience: December 18, 2020
Hello David,
Thank you for your feedback. We’re sorry to hear that you are having problems with your purchase. We kindly ask you to email us on leitung.service@thomann.de with the details of your order, and we will get back to you on this.
Your Thomann Customer Care team.
Really great company!
Good communication from the outset. Easy to use website and ordering part process.
Product delivered in a good time and very pleased with the part which was needed for my sons drum kit!
Will use again and recommend to others!
Products used:
Drum rack t-clamp
Date of experience: October 28, 2022
Good Morning Mrs C,
Thank you for the awesome feedback!
We’re really pleased to hear that your experience ordering spare parts from us was a positive one. We have a dedicated team in our parts department to ensure we can always offer a friendly and knowledgeable service for anyone in need of spare parts.
If you need anything else, please don’t hesitate to contact us.
Your Thomann International Team
Easy website to navigate, great product selection, brilliant communication. I received my ibanez guitar, case and stand today and I love it. Thanks from the UK.
Tip for consumers:
Brilliant
Products used:
Guitar, stand, case
Date of experience: December 5, 2023
Hey Ian!
Thanks for the shoutout from across the pond!
We're thrilled to hear your order hit all the right notes. From navigating the website to delivering the guitar goodness, we're here to keep your musical journey in harmony.
When you have a moment leave a product review for our website and be entered into our monthly drawing for Thomann Cash. Who knows, your Ibanez might get a sibling earlier then expected!
Thanks for jamming with us, and Rock On!
Your Thomann International Team
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
Date of experience: April 12, 2021
Hello Bruno,
Thank you for your feedback. We’re sorry to hear that you are having problems with your purchase. We kindly ask you to email us on leitung.service@thomann.de with the details of your order, and we will get back to you on this.
Your Thomann Customer Care team.
5 Stars all the way!
Incredible choice of instruments and everything else associated with making music at unbeatable prices. Fast reliable delivery service and everything arrives well protected and packaged. I have used Thomann many many times in the past and will continue to order all my guitar and amplifier parts through them in the future.
Date of experience: September 5, 2019
Hi Lee,
On the name of the whole Thomann Team, we woud like to thank you for your feedback and kind review.
All the best to you
Your Thomann Team
After ordering I was advised the shipping costs had doubled and I would need to pay the difference for my order to proceed. I feel this is a dishonest practice and it left a poor taste. I'm unlikely to purchase from them again.
Date of experience: June 8, 2018
Dear M H., thank you for your review! We are truly sorry to hear about this confusion! Our aim is to make our communication with you as clear and transparent as possible! We will of course review our shipping information on the website and improve the details displayed the best way possible. Your feedback as a customer is precious to us and we hope to be able to make it up to you on future occasion! Thank you again and all the best, your Thomann Team International
Thomann - Music Is Our Passion: Thomann is Europe's largest music retailer with 1,500 employees and over 17 million customers.
The family-owned company not only sells instruments and accessories of all kinds but also offers lighting systems, stage and studio gear, as well as equipment for video producers, podcasters, and online streamers. The online shop features more than 110,000 items.
The Thomann sales consultants in 13 specialized departments, along with native speakers from 30 different countries in the company's call center, are mostly musicians themselves. With their passion and extensive knowledge, they provide support to customers worldwide. All these factors highlight Thomann's position as the industry leader.
Hello Jason,
Thank you for your feedback. We’re very sorry to hear about this issue.
We kindly ask you to email us at reviews@thomann.de with the details of your order, and we will check this for you.
Your Thomann Customer Care Team.