Musikhaus Thomann e. K.

I bought a Clavia Nord Stage 4 88 in january 2024 and I have had to return it 3 times so far to be repaired. They have the worst customer service that I have ever encountered. Terrible communication and very very slow to return back to me. I have not played it for nearly 4 months.

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

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!

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")

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.

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!

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.

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.

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.

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.

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.

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!

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'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!

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

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.

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 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!