Musikhaus Thomann e. K.

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!

I stumbled across Thomann (a music equipment online sales website and physical store) and discovered a unique company that actually has real people who will help you. I'm in the US, and I'm struggling with the reality of so many things not available. I think it's a post-COVID problem and made worse by China trade restrictions.

I'm a hobby musician, composer, editor, and producer, and after working on the biggest show of my life in the last 6 months (almost a full-time job in addition to my full-time employment), I realized I wanted to invest more in my hobby and get more serious. It's been a challenging journey just to figure out all the technical details of things I need, what is compatible, and even what is possible. Then I've struggled, waiting for weeks on several items that are not in stock with no known date on when or if they will ever be available.

When searching for a new model of mic stands from Hercules that couldn't be found anywhere else, I found them on an internet search at Thomann. They had them advertised and available to order; however, that product was a special order on Thomann's website (estimated 3-5 days). I was delighted to see the price was so reasonable. I ordered several stands and the perfect Gravity mic stand bag to keep all of them safely in separate compartments.

I gave Thomann 4 out of 5 stars because the checkout experience was broken for my order. I thought I was doing something wrong at first, but after trying for a couple days of trying I decided to call (really early in the morning due to a 9 hour time zone difference). I was shocked to actually speak to a real person, who was very good at helping me, checking with some other people, and finally explained that their website has problems estimating shipping when customers order too many things.

To get 5 stars, Thomann should improve the checkout experience so a customer can at least place the order and get a message that it's on hold and waiting for a shipping estimate. The person on the phone call was able to take a phone order and then sent a payment link that allowed me to complete the order.

As promised, the products shipped within a few days, made it through US Customs without a problem (via UPS Express), and arrived in great condition.

Thomann's website is clean and the search functionality is pretty robust. Unlike Amazon that feels so bloated with both useful and useless products, Thomann gives the impression like they have only what you want, plus a lot of other things if you care to look, but it's not obstructing the shopping experience.

As I was waiting for my first order to arrive I was looking for another product, that perfect digital mixer that does everything I need...when I finally landed on the right product, again no one else in the US had the product (Allen & Heath Qu-Pac). Everyone I checked with said it may be months before they could get a shipment.

Yet again, Thomann saved the day. The product was in stock. I called to ask about a particular detail, and perhaps out of luck, spoke with the export sales specialist. Besides getting the answer I needed while on the call, the person also offered important information about importing equipment and the price ranges that have different handling classifications in US Customs.

I was really thankful that I could get the info in advance so I could make an informed choice about buying a product that is impossible to get anywhere else and at a lower price including shipping (except the potential for tariffs that could drive the price quite a bit higher).

After my order arrived, I decided to buy the digital mixer through Thomann, despite the risk of substantial tariffs. Thomann has earned my trust in being able to help with orders and see that they are shipped properly to an international destination. And, they have products that I want.

I would be truly frustrated if Thomann weren't there for me. And besides just offering the products I want, they have really helpful people as well.

The best online store ever, best prices, best equipment, best brands available, fast delivery, etc.
I bought my first equipment that started my career in music producing and i've been going great

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.

I bought a brand new drum kit from Thomann, which arrived within the estimated timeframe. Upon inspection however, the drum kit was damaged, and I contacted Thomann to report it. The returns policy quoted in response is clearly designed to deter customers from returning faulty goods. I was asked to take the drum kit (which I explained would not fit into my car) to a drop-off point, after which I was told shipping would take 15 working days. Only after the item is inspected will Thomann even consider shipping a replacement. I explained that this was not acceptable, as I needed a drum kit for use very soon. Despite my request, Thomann are not prepared to ship a replacement as quickly as they were able to ship the drum kit when I first bought it, or arrange for collection of the damaged drum kit. I therefore have had a damaged drum kit that I have not been able to use, sat in its original packaging, for two weeks. Evidently, Thomann are happy to take your money, but treat you as an inconvenience once they have it. I have used Thomann in the past, and have otherwise had a positive experience, but I will never be using Thomann again.

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

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.

I've bought an expensive piano set, waited for it for a week, and when I finally received I realized that Thomman shipped the wrong, cheap and simple model of the piano. It was even in the wrong colour! I understand, it is hard to distinguish between Roland FP-30X and Roland FP-10, but how can the shipment department mess up black piano with a white one?! I ordered replacements, but I am still waiting for an answer. Very slow customer service.

I recieved a defect guitar. Thomann would not honor their guarantee or warranty. They said they could not provide a return shipping label to the United States because it was against their import laws... Yeah, right.

Based on my experience, Thomann is deceptive in practice and application. What they claim is a far what they actually do. Very unethical.

My advice, avaoid at all costs.

Hi guys
> Guitar arrived today all in one piece,
> Over the moon with what I got for my budget.
> Please don't be offended by my comment
> I have an OCD disorder and that plastic covering the pick ups is so difficult to remove
> This is not a complaint just an opinion from a pensioner
> So all in all for the money I have a lovely guitar
> Thank you all
> Regards Nigel
>

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.

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.

I recently had the pleasure of purchasing a Fender electric guitar from the online music store Thomann.de, and I must say, the entire experience exceeded my expectations. From the swift and secure delivery to the reasonable prices and extensive selection, I couldn't be more satisfied with my purchase.

First and foremost, the delivery process was remarkable. Thomann.de ensured that my guitar arrived promptly and in pristine condition. The packaging was robust, providing excellent protection during transit. I appreciated the attention to detail and the care taken to ensure that my guitar reached me safely.

When it comes to pricing, Thomann.de offers great value for money. The prices for Fender guitars were competitive and reasonable compared to other retailers. I was pleasantly surprised by the affordability without compromising on quality. It's evident that Thomann.de strives to provide customers with fair pricing, making it an ideal destination for music enthusiasts looking for a great deal.

One aspect that truly impressed me was the vast assortment of guitars available on Thomann.de. They have an extensive selection of Fender electric guitars, catering to musicians of all levels and preferences. Whether you're a beginner or an experienced player, you'll find a guitar that suits your style and budget. The website's intuitive navigation and comprehensive product descriptions made it easy for me to explore various options and make an informed decision.

Additionally, the customer support provided by Thomann.de was exceptional. Their knowledgeable and friendly staff promptly addressed my inquiries, ensuring a smooth and hassle-free purchasing experience. Their dedication to customer satisfaction was evident, and it further enhanced my confidence in choosing Thomann.de as my go-to music store.

In conclusion, I highly recommend Thomann.de to anyone in search of a Fender electric guitar or any other musical instrument. With their swift and secure delivery, reasonable pricing, and extensive assortment, Thomann.de proves to be a reliable and trustworthy online retailer. My experience was nothing short of excellent, and I am thrilled with my new Fender guitar.

Received my order today 25 feb which I placed on the 20th great service and communication as always thanks and regards- Paula H... Dublin

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.

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.

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!

A happy customer since 2007!
Great store with so many options of so many different brands.
Also great customer support! There was only a couple of times throughout the years that sth went wrong with products I bought from them and they did everything to help me and they solved the problems free of charge.

Update: After replying to the email given to me in Thomann's reply to this review, the customer service finally offered to pay for shipping and arranged a pick up for me. This means they finally let me ship the product back without having me pay anything extra and paid the shipping fees for me first. I have been refunded after they received the return, and they did refund me the entire original amount paid to Thomann. Although it took 3-4 days of complaining for them to finally offer this convenient return shipping, I am grateful Thomann's customer service actually tried to help me when I showed my discontent. However, I hope this standard of customer service isn't only available after I complained for 4 days, because this seems like Thomann wants to do the least for their customers unless the customer complains about the poor customer service. This standard of service should have been how my case was handled since the beginning -- the very first reply they sent me -- not after 4 days of me complaining to them. Again, my sincere gratitude to all of those at Thomann who understood my frustration and offered empathy, including the person who replied to my original review here at sitejabber.

Updated review from 1 star to 3 stars: +1 star for replying to me here on sitejabber to offer more help to me and for being helpful to me through email; +1 star for offering me free shipping back and paid the shipping upfront for me; +1 star for keeping the promise of the refund without any additional fee; -1 for taking 4 days of my complaint to offer the paid shipping and pickup. So overall is 3 stars.

Original review:

The customer service only replies once per 24 hours, and sometimes even less, with useless formality responses that is equivalent to an automatic answering machine.

I purchased a hardware synthesizer from Thomann, but 2 months later, the USB connection stopped working entirely. Never physically damaged the device in any way, but the USB just ceased to operate. This device needs USB to work because the UI is designed to be viewed on a PC or iPad, and the firmware needs to be updated for bug fixes and installing presets. But now, I can't connect this device with a PC at all. I tried all the things suggested by the manufacture, and nothing worked.

Because it took me a lot of money to get the product shipped to me (in Asia), I don't want to spend the money again to ship it back. If I do, I would be paying around 150 Euros back and forth for a 500 Euro product. This is ridiculous, yet Thomann seems completely fine with me doing all this just so they don't lose profit when customers return a defective product.

I at first even asked to offer video proof of the product's issues and will cooperate with other ways to prove the product is defective. Thomann didn't just say "no, we dont' care about your proof", they simply ignored it and went on with their useless answering-machine responses like "we will see what we can do" and "we will ask our technicians...". After replying to me with 1 useless filler email per day for 7 days, they told me to send it back. No procedure on troubleshooting, asking for videos/picture, or anything related to diagnosing the problem was emailed to me. It is clear to me that since the beginning, Thomann had no plan to provide any service besides the usual warranty procedure they are already lawfully required to follow.

I asked in the first email contacting them that I'd like an alternative to sending it back because I don't want to pay in total 150 Euros of back and forth shipping just to send a 500 Euros product back. And after all this time with Thomann fooling around with me for a week, I am VERY SUSPICIOUS that Thomann will actually refund me the shipping fees if I return the product. The website keeps advertising free return shipping, but the emails and attitudes don't seem to quite follow that claim, especially when I am from Asia.

I REGRET SO MUCH buying from Thomann. I despise Thomann so much right now. I understand that usual warranty procedure is to send it back, but the dismissive and negligent attitudes in their response when I asked politely for possible alternatives just makes me really despise Thomann. And I also chose Thomann in the first place not because they follow the law to allow returns, but I expected from the website and all the advertisements that they were a team who put service first. Unfotunately, I am totally wrong in assuming Thomann cares about their service.

Det gick mycket bra att beställa o få leveransen. Allt var rätt och enligt avtalad tid.
Skulle vilja att betalningen skedde direkt via internetbanken med BankID istället för att vänta på ok o sen betala/föra över! Även med Swish, det handlar ju datorer, vilket borde gå att ordna även då företaget ligger i Tyskland o köparen i Sverige.

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!

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