Musikhaus Thomann e. K.Reviews 143

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.

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!

The worst customer services I have ever used. They are arrogant and take so long to resolve anything I really cant believe it. I am not exaggerating, my problem has gone on for months, they made big mistakes but did nothing to correct it, they refused returns without original disintegrated packaging that was so bad the product was damaged twice in the post. They accidentally gave me a refund and asked for it over a month later which was news to me. In that time I had been made redundant and didn't received my last 2 months wages and the money was gone, when I offered to send it back they was refusing to accept it, then they changed there mind but wouldn't take responsibility if the package was damaged when I had no packaging and ignoring the fact that the original packaging was useless in the first place. I am struggling to pay and I got some money together and I owe them £10. They gave me a grace period and then took it away threatening to take it to a debt collector! I will never ever use Thomann ever again. They don't show any empathy. Avoid these and use a UK company.

I saw an item I liked at a competitive price, I contacted their BRASS customer service to inquire about the product and overseas warranty before placing the order for a Selmer Reference 54 Alto Sax (very expensive horn) - I NEVER RECEIVED A REPLY. No problem, I purchased the saxophone somewhere else. So why am I writing a negative review then? Because, if they do not even have the courtesy and professionalism to respond to a simple message, then, much less would they respond to a more serious matter (i. E. an overseas return from the USA) as so many others have mentioned. If you want to do business in the USA, at least kindly tell the brass section to have the courtesy to respond to potential customers. CJ (ps: Do NOT censure this post please, as I am taking a picture of it and posting in all social media to prove submission).

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.

YOU HAVE 30 DAYS TO RETURN AND MONEY BACK GUARANTEED, AND THEY ARE VERY QUICK IN RESPONSE, AND YOU DON T EVEN HAVE TO PAY A PENNY FOR RETURNING PRODUCT, I ORDERED AT LEAST OVER 200 INSTRUMENTS IN THE PAST 25 YEARS AND IT IS DEFINITIVELY THE BEST SHOP FOR MUSICIAN WITH THE BEST CUSTOMER SERVICE EVER! EVERY VERY FEW TIME IT WAS A PROBLEME. THEY SOLVE IT EVERY TIME FASTER THAN THE SPEED LIGHT! ANY EMAIL GOT QUICKLY REPLIED, AND WHEN THERE IS A PROBLEME THEY ALWAYS FIND A QUICK SOLUTION.(ALWAYS!)i CAN NEVER RECOMMAND YOU THIS SHOP ENOUGH! IT SIMPLY THE BEST MUSIC INSTRUMENTS RETAILER IN EUROPE WITH THE CHEAPEST RATE AND ONE OF THE MOST EFFICIENT CUSTOMER SERVICE! SHIPMENT IS USUALLY VERY QUICK WITH UPS AND THE STOCK SHOWN ON WEB PAGE IS ALWAYS REAL! GO FOR IT NO HESITATION NECESSARY!

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 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.