Thomann Music Reviews 

I ordered from another overseas Thomann website (.ae) - but cannot imagine that the experience to the UK would have been any different (as both are ex-EU).

The website offered very keen pricing - and was clear that the customs and VAT would apply. The items showed as in stock, and shipped the next business day.

I opted for the UPS option so had good visibility on my items' progress (10x B&W speakers) - plus I know from experience with other sites that the cheapest courier option can be a false economy... The items arrived promptly and in good condition the same week.

As a Brit living overseas, I had checked Trustpilot before ordering and was a tad concerned... However, it was a great experience for me - and I would definitely use again / recommend. Hence, I just wanted to provide credit where credit's due.

Very poor customer service, appalling communication. Reminds me why I have rarely used them over the years

After placing and paying in full for pre-order of a product at the start of July (2 months ago) it was cancelled unexpectedly. The item was due in stock tomorrow and it has now been cancelled without any prior warning. I have shopped through Thomann lots of times previously and trusted them, so much so, that I did not cancel my pre-order when the same model of guitar came in stock in the UK at a slightly cheaper price. Thomann have offered no form of compensation besides a 1-3% discount on a future purchase (product dependant) and as of writing this review I am yet to receive my money back. Extremely disappointed and missing hundreds of pounds from my bank account. When I mentioned that I will be shopping elsewhere I was simply told that I was free to do so, no apology or attempt to retain myself as a customer. Awful experience.

I made an order in May for a guitar that was in stock. Immediately after ordering, the guitar was out of stock. I had to chase Thomann For updates. I was told that it would be delivered in July. Then I was told it would be delivered in August. Two weeks ago I was told that my guitar was being checked before being sent out. After contacting them again I am now being told that my guitar isn’t in stock and won’t be until mid-November. Thomann used to be an amazing company but their customer service is now seemingly non-existent. No real explanation from Thomann and only a vague ‘Sorry for the inconvenience’. I have now cancelled the order and will not order from them again.

Awful company, and despite being incorporated in Germany, they have no understanding whatsoever of the BDSG - the German implementation of the EU GDPR. Very strangely, they created an account for my wife in her maiden name, despite ordering with her married name (we've been married for nearly forty years, so the only place I can think of where they've found it is a credit check) and in order to return the goods they expected us to export personal data to DHL in the USA to find out the nearest DHL Servicepoint... errrm, no, we won't click on the "Warning!" box to get the information because it's a "Warning!" box...

Next, we had a wasted journey to the "wrong sort" of DHL Servicepoint, to which they responded, "oh yes there are two sorts and one type can be used for DHL Parcels and the other can't". Errrmmm... we just found that out the hard way.

Having found a GDPR-friendly UK site for DHL by Google searching for DHL Parcel UK Servicepoints, we discovered we had to drive to the next town to drop it off, but at least it went on its way.

Finally, although the DHL tracking service now shows "Returned to retailer", Thomann claim it can take several weeks to clear Customs before it arrives. Worryingly, they won't confirm when the refund will be made - hence a chargeback request to the credit card company.

By the way, their "electronic (descant) recorder" is a good idea but the Android App for use with it is terrible (buggy), hence the return. It needs a year or so of further development before it's worth looking at.

Avoid.

A dishonest and ignorant organization. Railroading me into a purchase and ignoring all aspects of a complaint except the points that make them more money. Also using me to claim money from their couriers when all of the damage was taped up with Thomman tape before it left the warehouse. A dishonest and ignorant organization, an example of how not to operate, and in light of the current world situation, should not be allowed to trade.

EDIT - Your ignorantance knows no bounds, you consitantly ignore the main parts of the emails and drone on about payment.

This is a legal issue now

I have ordered several items from Thomann in the past and all was fine. I recently bought a B stock Harley Benton Telecaster type guitar. It arrived in a reasonable time but had several issues that made it unplayable. Firstly, the string slots in the nut were not cut deeply enough, causing it to play out of tune over the first few frets. Also, the fret ends were bevelled too much, causing the top E string to slip off the edge of the fretboard. I spoke to a local luthier who could rectify the nut problem, but said that the fret bevelling problem could only be cured by a refret! I requested a return, which was accepted and the item was received into Thomann's UK facility on 16th May. It is now ELEVEN DAYS later and as yet, no refund has been issued

On another issue, I had previously bought a Harley Benton Mighty 15th amplifier head. It was great! A friend liked it so much that I gave it to them and ordered another. When the replacement arrived, it was faulty (one of the cheap chinese valves had failed) so I requested a return. It would be a miracle if I received the refund by the nd of next month.....

Order number 202219.819250; customer number: 4011316

When I placed this order on 10th May 2022 (it is now 17th May 2022), all items were shown green, and in stock, and the indication was that they would arrive within 2-3 days. This is not the case, after a painful 3 days of hearing nothing at all, eventually, a message was sent saying the items had been sent and with a tracking number. Still 4 days on from this, the tracking link shows NOTHING AT ALL, just blank. I really have no idea where my stuff is - nothing complicated, just an Allen and Health mixer and generic bag for it and Decksaver, really standard products. For all I know, the items might be sent from Germany itself rather than the UK, but even so, I have ordered from, say Adidas before and they are sent directly from Germany, but very quickly. For some reason, I thought Thomann had a good reputation but I will not be ordering from them again. No communications or updates. OK, their prices were slightly cheaper than elsewhere but at this rate, they will not arrive before I go on holiday and then who knows what will happen? Very disappointed. I should also have ready these TrustPilot reviews as well before ordering. Seems many other people find them substandard.

Good delivery from Germany to Scotland, very good replies and information from emails on any questions asked

Terrible customer service. Misleading reply about the delivery. Unexpected prolonged waiting for my order. Took 10days to dispatch my order and I need to wait another 7-10 days on top of that. Paying delivery fee without tracking services.

Ordered a Moog Minotaur. Arrived within 3 days to the UK. Best price in Europe and arrived very well packaged.
No issues at all. Return customer and will buy again as often the cheapest price with no hassle delivery.

ordered studio gear through an NHS trust back in February. After waiting, the procurement dept tried to contact on numerous occasions. never replied, never called never updated. I chatted with them through their site where they were rude and unhelpful. Procurement contacted again only this time to be told that they don't accept purchase orders! after 2 months! don't go there, there s other reputable music teck companies to order from.

Returning costs are too much. If you are not happy with your purchase returning costs 3 4 times more than the initial shipping. I had to cancel my return request because of this reason. I would rather choose Amazon or other local online music shops.

Thomann is ok for stuff that you’re not dependent on but they fail spectacularly as a professional supplier.

Variable deliveries and just because it says “In Stock” on the website, this means nothing.

Good prices but they come with a health warning.

I ordered a Mixar Quattro very recently.
Il very quickly say I was happy with the service. And feel it important to do so due to seeing some of the negative comments on here.
My equipment turned up a few days late, but had nothing to do with Thomann at all.

I somehow managed to put in wrong delivery address, but I called Thomann straight away, I was then put through to the right person quickly.

They assured me they’d pass on the message to DHL, which I believe they did do, and the error was on DHL’s part. ( I knew because I was able to track it, DHL kept delaying ).

The product is a great price that I couldn’t find anywhere else even close to the price.
Free delivery made me very happy.
The boxing was adequate, with a slightly padded box in-casing the actual box with the product in it.

Also another thing I’m happy with, is they seem to throw in a uk plug for free, it may not be long, but it’s very appreciated that the country I was in was considered automatically in purchase for no extra price, not to mention the original original adaptor was in there too.

Just warning to people looking to purchase same thing, the physical and online manuals are very basic in how to function the thing in detail.
Best to check out Serato’s YouTube videos for guidance.

Overall, very happy with the service.
I have now downloaded their app, and will be looking forward to purchasing more from them in the near future.

I bought the Spector performer 5 string bass in black. Weird thing was that the bass I received had the identical serial number on the rest of the yardstick as the one pictured in the thomann uk website. Great team, great product.

Ordered an item 31st. Wasn’t sent until the second. Politely asked Friday were it was. They can’t track it. Asked gain why I can’t track the DHL. And could they track it. No they don’t track parcels nor will they
Terrible customer services and sales

Excellent!
Just received my new Fender Amplifier
Really please with the amp.
My review is for the company
Although over seas so I was abit wary of the item getting in good time.
Thormann team kept me up to date along the way. And it came in good time well package and perfect.
Thanks guys . Happy customer 🤩

Pros:

Customer Service is very good and quick
Prices still good
No extra costs or VAT added seperatly like there was reports of during Covid.

Cons:

Having to wait for the contact details for the courier (there is no tracking number) as you have to make contact with them seperatly after a purchase
1 Month wait (Brexit/Covid/ordering at xmas to blame) - many emails and calls chasing.
25 added for delivery on checkout for a 430+ order
Order slightly damaged at the sides of an acoustic panel.

Delivery costs and wait time was expected with Brexit and the times, however not getting tracking info upon purchase is where Thomann needs to improve for UK orders. 1 star off for that
which I feel is fair. The other is for the damage to the side of my ceiling cloud which must have happened in delivery I am guessing. Aside this, I am happy my order came and was happy with what I paid.

Great company who employ top professionals to help will all purchases. Prices are always competitive as well! Would recommend checking them out, they are always happy to help😀👍