Thomann Music Reviews 297

Terrible customer service, returns area nightmare. DO NOT TRUST THEM

As the Previous post said If you’re in the U.K., do not under any circumstances use Thomann. Their returns process - using DHL - is an absolute joke. As so many reviewers have said here, their customer service is shockingly awful. I wish I’d read these reviews before purchasing. Be warned.

Im owed £825 by them i sent my return with DHL and used the label they provided 2 days later was delivered to a uk address great i thought but no i still have to wait to get my refund but its been delivered but no i have to wait until it gets sent back to Thomann so now i have no way of tracking item i dont know where it is all they keep telling me is that its stuck at customs

Ive been told by them it could take 20 days to get a refund

10 days have passed and still no refund

Ive got a better idea dont use a 3rd party in the uk and just have returns ship direct to yourselves Thomann

I wont be using them ever again and i think others should think long and hard before they use them

Hello,
I have ordered guitars strings bags and will continue to order. I also have to say communication could be better especially when Thomann aak to send a video and, in my case I wasn't able to make it straight away, no feedback nothing. Once I was able to send a video nothing for days after I opened a new form they reacted. By that time I get my issue solved.
And let me tell you nothing as bad as some of you. Lost guitars etc. But I also have to say Most are courier issues and in my case a return and some euros went my way but reaction time is slow, but please consider how many cases for such a large entity fall on a day, but could be better. All of my gear arrived and did so in amazing conditions. Some tweaks were done to my preferences but when it's thomanns time to step up they did and that also has to be said/written.
Thank you Thomann
MfG
Wolf

This has been the worst online shopping experience I’ve ever had — and it cost me €699.

I ordered a guitar from Thomann on June 27th, 2025. DHL, their courier, completely mishandled the shipment. They tried to deliver on the wrong day without notice, misdirected the parcel to a Packstation where it never arrived, and then forced me to choose delivery “in front of the door” as the only remaining option.

DHL claimed they delivered the package at 12:50 PM. My girlfriend was home the entire time. Nobody rang the bell, and the package was never there. It wasn’t at the door, wasn’t at the entrance, wasn’t anywhere.

I opened a case. DHL “investigated” and said the item was delivered — but they provided zero proof. No photo. No signature. No GPS data. Nothing.

And Thomann? They washed their hands of it. “Not our responsibility,” they said. No refund. No replacement. Just complete silence after they pushed the blame onto the courier. That’s what €699 gets you.

Let me be crystal clear: Thomann does not know what customer service is. Their so-called “insurance” and “buyer protection” advertised on their website is an absolute joke. It’s marketing fluff — and when things go wrong, you’ll see how much it’s worth: nothing.

I’ve spent a lot with Thomann in the past. I’ll never give them another cent. I bought the same guitar and an amp from a local store later that week, no problems, no drama, no disappearing act.

Do yourself a favor: avoid Thomann. If anything goes wrong, you’ll be left alone, out of money, and completely ignored.

I ordered a large heavy gong stand which arrived in very bad condition with a very unstable leg and multiple dings, dents and splits in the wood. I needed the stand and continue to need it urgently. Customer service accept the poor quality as evidenced in photos. They tell me there is only one stand left in stock so I better pay for that one whilst I return the damaged one gets returned. When they receive it I get refunded. So out of pocket nearly £200 for who knows how long. When I pointed this out along with the issue that I need it now, I got an email saying well just return it and get a refund then reorder…and maybe the only available stand will still be for sale and maybe you will receive it in the foreseeable future. Why can’t they just deliver the stand and collect the one that is only fit for fire wood? 🤷‍♀️

I can no longer find the 5-star review I originally wrote, but my experience this time has been utterly disappointing.

Due to the severe errors in the product information provided by Thomann, I purchased an item that was completely not what I expected. As a customer located outside the EU, when I received the product, I immediately requested a return. What followed was over two months of back-and-forth communication, only to realize the truth: Thomann has a policy of shipping only, not accepting returns for customers outside the EU.

Despite their polite responses, they continually used various bureaucratic excuses to prevent me from returning the item, making the process unnecessarily complicated and ultimately futile.

What’s worse is that the small compensation they promised has still not been delivered.

I advise anyone outside the EU to be cautious:
Thomann does not take responsibility for your rights. Once an issue arises, you are left with no recourse.

If you’ve faced a similar situation, I recommend filing an official complaint with Germany’s consumer protection agencies, such as the Verbraucherzentrale.

I paid for a product to be delivered to my home not a collection shop miles away when no attempt to deliver to my house was made...I will not use this company again...

Sorry Not Sorry should be their motto

I had been a decade long customer but after my first dealing with their customer support I will buy my equipment elsewhere.
I bought Seymour Duncan pickups from them and I sent them back because they were faulty but very stupidly I had cut the cables too short.

I offered them to pay up to 150 euros to attach the cables so that they could test them. I also had an independent luthier state that the pickups are faulty, but they refused to contact him.

My issue is how they dealt with a decade long customer. Just hiding behind their warranty rules and refusing to give support to their customer.
Other big companies go out of their way to keep a loyal customer.
I would have accepted almost any compromise because it was my fault to cut the cable short.

But again and again in their emails:

Sorry not sorry

I have bought sennheiser headphones. Product looks like was used, box was oppened before and closed with tape.

Sent an amp for a repair along with its footswitch and power cable. Amp was fixed but they didn't send the footswitch and cable back to me claiming that I didn't send them. Sadly I had no proof (picture) of sending the stuff. They said they can't do anything so now I'm left with an amp without a footswitch. They simply lost my stuff and then claimed I didn't send them.

So, they sent a damaged product. It’s like a sloppy, very visible assembly/polishing error.

I wrote an email, and as a response in the second sentence I read: “this is the effect of the price range”. I mean, seriously? Is it 1995?

This is very unprofessional. Let me elaborate on my reasoning: If they offer an unused, full-price item in this or that price range, with no information that it is damaged, a customer expects a new, undamaged product. And it doesn’t matter if it costs 59, 139 or 1000 GBP. It’s not my concern, that they offer products in this price range. However it’s their concern to make sure it is OK.

Also: please bear in mind that people buy products within this price range due to various reasons. For some it may be a significant spending, and in that case the “sorry, but that’s a chap one, peasant” point may feel not only unprofessional, but also belittling and patronizing, especially considering the so called cost of living crisis.

So I was in your marketing department I would reconsider your wording.

I gave them 2 stars instead of one as the transportation process went relatively smoothly (however bear in mind that it comes from Germany and there’s no explicit mention of that on the website. It takes around 5-7 days).

I am so disappointed.
I ordered instruments early January, they arrived Broken DHL took them back as the damage was obvious.
I contacted Thomann who put all the responsibility on me, to get photographs and investigate with DHL.

DHL redelivered the same damaged package the next day.
I took photos sent to Thomann, I complained that DHL lied and said the item could not be delivered, when it was.

Eventually I waited for replacement instruments, so weeks later DHL delivered again, again the vox was damaged the items were broken.

I emailed Thomann who assured me a replacement was on its way too me, which was a lie, no replacement was sent.

Customer service don't seem to track the history of your issue, therefore it's frustrating starting with a new person each day.

Thomann didn't seem interested in investigating DHL.

I'm sad about this as I believe Thomann products are a good quality. Just severely let down by their flimsy inappropriate packaging department, inconsistent customer service department and their courier DHL.

Please fix these things, and you could be a Top company!

Terrible vendor I bought a unit from them only 10 months ago and it is already faulty. Contacted them for help. They gave me advice as to what to do then when I did what they told me to they then proceeded to tell me that I voided my warranty with them. Do not buy from them. Absolutely zero customer service they do not care once you buy or purchase anything from them expect to be ignored unless you’re ordering something. They’ll be quick to take your money.

I’ve had several purchases from Thomann, but when something goes wrong they’re just not interested. In my case their delivery partner, DHL, ignored my delivery instructions and chose to place my parcel in a pile of snow next to my door on a main road. DHL did not perform, granted, but I paid my money to Thomann and so my contract is with them. It is up to them to open discussions with DHL, but they steadfastly decline to do so. What kind of customer service is that?

Almost one month ago, I placed an order with Thomann, purchasing a variety of simple items. Despite the straightforward nature of the order, it took them a week to prepare it. When the package finally arrived in Copenhagen, there was an issue with the delivery company, PostNord. My parcel was held in their warehouse for three weeks, slated to be returned to Thomann. However, it’s still stuck in PostNord’s storage and hasn’t moved.

While I understand that the delay isn’t entirely Thomann's fault, it's also not mine at all. Waiting a full month for items I've already paid for is unreasonable. I contacted Thomann, hoping for a refund or a new shipment, but they refused to take any action until the package is returned to them—something I find completely unreasonable.

Sadly, this experience barely warrants even a single star.

Guitar had to be returned after a few months because of the fret board and it took 5 weeks to get it back and now they say another month to fix. Disgusting customer services. Will never ever use again. Appalling behaviour

I can’t express how disappointed I am with Thomann. I ordered a piano three months ago, and it has been nothing short of a disaster. They attempted delivery three times, yet each time they couldn’t provide any timeframe for when it would actually arrive. The only option they offered was “curbside delivery,” which is absolutely ridiculous for a piano! I had to scramble to get my father-in-law and brother-in-law to be there to haul the piano from the curb into the house.

After the third failed attempt, I decided to return the piano on August 22, 2024, hoping for a full refund. It’s now October 20, 2024, and they still have not processed the return! They’ve been holding onto my money this entire time, despite me never even having possession of the piano. This has caused my credit card bill to rack up interest for three months.

To make matters worse, their customer service team has been absolutely apathetic. Every inquiry I made felt like I was talking to a wall. They refuse to return my money, so I had no choice but to dispute the charge with my credit card provider just to get my money back.

If you’re considering ordering from Thomann, do yourself a favour and look elsewhere. Save yourself the headache and frustration!

I really not having much luck with industry suppliers at the moment.
Placed order on items based on delivery date. A few days later chased order, informed that due to technical issues they couldn't ship or commit to a delivery date. I was asked what I would like to do, and I requested the order be cancelled. Received confirmation of shipment a day later. FFS! Was told to refuse delivery (if I happen to be home as they cannot tell me a delivery date). Expect a refund in 2-3 weeks. Absolute joke. Stick with Andersons and Bax. At least they do what they say.

Have you noticed that Thomann are always 'sorry when responding to complaints. I had no less that eight apologies in 5 days over their screwing up of a simple download I had paid for. Thomanns answer is not to resolve the problem but for you to return the item purchased then wait on them for your refund. They have no regard for the frustration and inconvenience they cause you, and they are the worst company as regards actual service. Sorry is an easy word for them to say but means nothing! My advice is to stay well clear of this totally unscrupulous and uncaring company.

I have to thank Thomann for not saying sorry in their reply to my review. Of course they ask for details regarding the order etc, but I have been doing that for the past nine days. As recently as yesterday afternoon they were telling me they had resolved the problem and that they had sent the appropriate link. I looked everywhere including spam and the link was not there. At time of writing I have checked again and it is still not there. This was the fifth time they said it was resolved when it was not, so what is the point of me going through it again?. The only option is to go through the long hassle of the return process, oh and cancel £530 worth of guitars I ordered.

Thomann Rockabilly Double Bass WH

Double Bass arrived in normal time, it is very average, and I would even rate it as well below average, after opening it you have the impression that you are opening an instrument that has been lying in storage for 10 years, there are some cocoons, larvae in the Styrofoam it feels overall like Chinese cheap drop shipping and this slogan "Made ready to play in Germany in the Thomann specialist string-instrument workshop" it means probably 5 days delay for ordering from China a body, one day to paint it with 0 quality and 1 day to put the bad quality strings and tailpiece.

I would not write this opinion, but when I found out from customer service that you do not have tailgut in stock when 1 end broke during tuning and you can only send it to me in about 2 months, but it is not certain, well, to put it mildly "I was a bit disappointed".

I definitely won't wait 2 months to send me one element worth 6 euros aka tailgut, which by the way YOU HAVE IN STOCK ON YOUR WEBSITE SO WHY ARE YOU WRITING TO ME THAT YOU DON'T HAVE IT? There are many to choose from but you ordered for me that one that you haven't in stock.

I repaired broken piece by myself and its works great anyway I wouldn't recommend the double bass, poor quality of the paint, the double bass doesn't hold its tone, I also ordered tailgut from another store, I'll see in a few days if it's the fault of the string or the tailgut