Musikhaus Thomann e. K.

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.

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 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.

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!

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

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!

Unable to process US debit cards. Ordering process is confusing - after payment your order just goes into a black hole where the website does not know it exists, you get an email that a human (really, in 2022?) will process it eventually but that email does not include what items you actually purchased, if a payment method doesn't work your order is just canceled and you are told to do it again from memory, which I guess would be fine if you are trying to order one thing, but if you are ordering tens of things can waste hours of your time to recreate.

BUY LOCAL!
I spent money on them twice, there will be no third one.
First time in the Netherlands; they were using Fedex, I ended up picking it up myself at the Fedex depot cause according to them I was never home (both neighbours confirmed they never rang their bell either).

This time in Spain (they are using DHL), guitar was supposed to arrive here on October the 5th or the 6th. I checked today (October the 3rd) and two days ago was sent back to GERMANY (not even a Spanish depot) because, according to DHL, address was wrong... I know this because I checked the tracker, not because anyone at Thomann contacted me (not even a mail to double check the location).
I have copy-pasted the address many times and google maps shows the location.

If you want to buy, take a look at stores in your area first, even if it is slightly more expensive. That way you will know exactly what is going on.

Sorry for the long review, hope it helps someone.

This is the second time that I have been let down by Thomann.
In a nutshell, they want you to believe that they offer 3 years of warranty but when the time comes to honour their obligations, they simply refuse. Seeing how they are no longer obliged under EU law, things are left to their "judgement" - which is another way of saying that you can kiss your claim goodbye.

In my case, I had bought a Seymour Duncan lipstick bridge pickup. The problem that it exhibits is that it came from the factory with one side of the cover in Chrome and the other in Nickel, which is a textbook case of manufacturing defect.
By the time I received it, there were other more urgent things to deal with and seeing how the 30-day money-back guarantee deadline passed, I relied on the 3-year warranty to sort it out eventually down the road.
Seeing how it was low in the priority list, I contacted Thomann to sort it out before the 3rd year of the warranty expired. Had I known that their 3-year warranty claim is a moot point, I would have acted sooner - that's called hindsight! At this point, I have to stress out that I am mostly a collector and the pickup is in like-new condition - it practically hasn't been used.

Their response (after talking to more than one persons in the customer care - the initial agent, as well as the Customer Care Team Leader) was surprising to say the least. They admitted that they would treat the case within the initial 30 days as well as within the 2 years that EU law mandates. At the same time they refuse to treat it now they are no longer obliged to. Of course until they admitted that, I had heard all sorts of excuses, my favourite being "our supplier has told us that they have no information regarding such a manufacturing fault" - as if it's not enough that I have the defective product in my hands. Which makes their position even worse as it means that the quality control chain failed in all places starting from Seymour Duncan, to their supplier and ultimately to Thomann.

To sum up, it causes me great concern that Thomann is not honouring the 3-year warranty - the one that is too eager to advertise.
This renders it void of meaning and a fraudulent act only meant to act as a marketing tool to attract customers. It is fraudulent to claim "Your purchases at Thomann are backed by our 3-year warranty, i. E. we extend the manufacturer's warranty period (usually 12 months) to a full 36 months - at our own cost and there's no extra charge for you!" when after the 2 years that EU law mandates, the 3rd year is left to Thomann's "judgement". This is the definition of fraudulent claim - buyers beware!

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 bought a keyboard bstock. When i got it it was automatically swithing off. I send it back and they theoretically did repair. They sent it back to me with exactly the same problem. I had to send it back again. They did not care at all. If you buy a cheap instrument it may be ok. Not recommendabme

Classical guitar Amalio Burguet 2M, noticed the broken finish on the back that revealed a very bad glueing of the bottom sides made by the producer, that caused the finish to crack. Guitar is within legal warranty of 2 years, but contact with customer service has been less than useless: one month of excuses and trying to sell me a paid reparation of the guitar, which i refused. They invented pretty any excuse to avoid warranty application, from blaming humidity first, then dryness, which doesn't make any sense where I do live and keep my guitars.
Truth is that problem was cause by bad construction of the guitar itself, more precisely the problem was in the bottom bracing, as you can see in the photo.
No more buying from them, that's for sure.

And please, Thomann staff, no use to answer this, I'm no more a "dear" customer, we could very well say that you cost me dear, as I don't print money and have had no real deal in buying a faulty guitar from you.

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

When I received the product, I realized that they sent me a damaged product. I contacted immediately. Days passed, no answer. Then they asked for a photo, I sent it. Again no answer. I write, I ask, I want to get information, but no one is interested. Don't you have an exchange or return program? I want what is my legal right. You have sent a problem product. I'm sure it's not the first time you've done this. What procedure do you apply in these cases? It shouldn't be this hard. You haven't been able to send even a simple email for days. I can't hear from you. You sent a damaged product and also confiscated my money. This is your crime. You don't care about the customer. Be respectful of the law. I am being punished for your mistake. Are you going to solve the problem by acting like nothing happened?

Ordered DC-DLX electric guitar (not b-stock) and I am dissapointed, quality is terrible.

It has plenty of dust particles, small hairs, dirt, blemishes and stains inside the finish. I can look on any part of my guitar and spot a lot of serious imperfections. It's not just a single dust particle! This is the worst paintjob I have seen in any guitar, also back of the neck has a lot of stuff inside the paint and it basically scratches my hand whle playing and doesn't feel smooth at all...

Frets are completly unleveled, and not smooth, bridge is installed too high and I can't lower it enough for decent action. Binding looks kinda dirty and disgusting, fretboard has few huge dents and a lot of toolmarks/scratches.

The worst thing is that guitar was in stock, but Thomann needed 5 days to QC my guitar, now I feel like that was just a lie and nobody even opened the box, also nobody even tried to setup my guitar, because all bridge saddles are in the middle and intonation is way off...

Now I am about to waste few weeks trying to get my money back, or a properly made instrument, wish me luck :|

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...?

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).

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.

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 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.