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!
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.
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")
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.
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.
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.
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.
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.
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!
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...?
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 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!
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
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.
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!
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
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!
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.
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.
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.
Hello Rob,
Many thanks for your kind feedback. We are happy you let us know that our efforts are not in vain:)
Cheers from Treppendorf
Your Thomann Customer Care Team
I've bought a Duesenberg guitar at Thomann.de, and the purchase process was just stellar. Unfortunately, my guitar had a minor fault, which Duesenberg later told me was due to the "slots of the nut being slightly too deep".
Thomann's customer service asked me to return the guitar for a full replacement, after all, I only had the guitar for a couple of days. I was reluctant to comply, but after checking that they still had units in stock, I sent it back.
They received the guitar, but went radio silent for almost a week (after receiving it), and after sending them 2 or 3 emails, I heard back:
"The guitar is unfortunately sold out and we expect to receive the next one by the end of August. Should you be interested in another model please let me knwo and I can make the change in the order for you."
To be clear, this was in May, and they were confirming my fear — they sold the last units even though I had a replacement request. And if you think this is bad, bear with me. There's much more to come.
If you're a customer, keep in mind that sending a product to a reseller for warranty or repair does not transfer the property to them. They can't just do whatever they want, but that's what they tried.
They kept pushing me for a refund several times, which I declined. I wanted that model of guitar, not another, and not after waiting several months. I was fine with a repair, but they didn't even try to send it to Duesenberg or their distributor in Germany, göldo music GmbH. I didn't understand why, but the reason would become clear later on.
After a month of not having my guitar, a different service representative started replying to my emails. That person just ignored the whole conversation (which at the time already had been looked at by Duesenberg, who were helping), and regardless of that, they just issued a credit note, and sent me the guitar back, saying:
"The service have advised that the guitar has been checked and no fault could be found, the frets sit higher on this guitar and due to preference some customers do not like this feature with this model of guitar."
This was just insane. By now Duesenberg had already checked and confirmed the issue. It was a fault that needed repair, but Thomann was throwing them under the bus and saying "hey, Duesenberg sucks, what can we say? Just get a refund and move on". If that doesn't show you the type of company Thomann is, then I don't know what will.
After giving up on making progress with emails to customer support, I was able to reach one of the folks who are in Thomann's top management. This person was willing to help, and got the customer service manager to review the case and continue looking into options, but remember, at this point the guitar was already being transported back to me (unrepaired).
Before receiving the guitar back, we were able to reach an agreement. They would repair the guitar with Duesenberg, and I would wait for a couple of more weeks. All I had to do was send it back once again, which was fine by me.
I received the guitar, but before sending it back, I figured "well, this has been with them for a month, so I better check to see if it's in the same exact condition that I have sent it". I've opened the guitar and well, it wasn't.
The guitar was scratched, and even worse, one of the pickups was completely loose with one of the screws popping off of its socket. Don't ask me how or why — I gave up trying to understand. It just looked like a sick joke, and still does.
It's been almost two months now, and, this is my situation:
The top management folk? Radio silent.
The customer service manager? Gone, washed their hands, and not even cc'd in the emails anymore.
The customer service rep (or reps)? Offered me 150€ (from a 2000€ guitar) to let this go, thinking that this would be a reasonable compromise after breaking my guitar which had a minor fault that could be easily repaired by the manufacturer in 3 days (yes, 3 days was the estimated repair time when I asked Duesenberg about it).
Long story short: Don't trust Thomann. Just don't. Look at the other reviews. Don't try to find this out for yourself. Buy somewhere else. They are a wolf in sheep's clothing. Their site is just a fancy package to a company rotten from the inside. A company that has no respect for anyone, not for their customers, and not even for a partner like Duesenberg which they tried to blame without batting an eye to cover their mistakes.
The company demonstrates a mixed reputation, with positive feedback highlighting reliable product quality, efficient shipping, and competitive pricing, particularly for their own brand items. Customers appreciate the knowledgeable support team and the value offered. However, numerous complaints revolve around poor customer service, particularly concerning return processes, delayed responses, and inadequate handling of warranty claims. Many customers express frustration with lengthy resolution times and a lack of proactive communication. Overall, while the company excels in product offerings, significant improvements in customer service and return policies are essential to enhance customer satisfaction.
This summary is generated by AI, based on text from customer reviews
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Your Thomannn International Team