Musikhaus Thomann e. K.

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

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!

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.

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.

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!

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")

Took less than a week to get my guitar all the way from Germany to the UK. Picked up a Harley Benton guitar and wow. I have no idea how they can sell such a great quality instrument at such a low price. Unbelievable.

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.

A happy customer since 2007!
Great store with so many options of so many different brands.
Also great customer support! There was only a couple of times throughout the years that sth went wrong with products I bought from them and they did everything to help me and they solved the problems free of charge.

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.

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?

I received top class, excellent service from my initial email enquiry all the way through ordering and delivery to Greece. I highly recommend Thomann and will definitely be ordering from the again in the future.

Thomann telling to return the gear I bought from them with no explanation about what they think is wrong with it. I contacted them with some concerns but the only answer I got, after a month was that they wanted me to send it back.
And now they are delaying my refund. It makes it impossible for me to buy the gear somewhere else. This is really really bad!

I ordered a bag for my Denon Prime 4 and was sent the wrong bag in error. It is too small for the screen to fit.
When I called to try and sort out the situation, the lady handling the transaction was very rude, suggesting that I had ordered the wrong bag before she even checked the file. She then told me it would be three weeks to return the bag I just received and would call me back. I am still waiting!

I have purchased a Harley Benton 12 string and a case and I could not be happier with the service received. I had some questions before and after the purchase and they were all resolved. I had shipping tracking and the shipping was quick. But mostly I am delighted with the quality of the guitar

I do not use Thomann as much as I should, but whenever I do, this is the experience:

I find exactly the product I need, even when I have looked elsewhere online.
I get really good prices.
I know delivery will be fast.
Responsiveness and shipping of my order will be extremely quick.
Customer service is excellent.

I really must remind myself to shop with Thomann more frequently. Very highly recommended.

I live in America andnd wanted to buy a set of bass strings not available there. I found them on Thomann for a good price, when I checked the shipping costs they were $37 for a small package. I find this way too expensive as shipping within Europe is free, way to alienate a hug market Thomann

I bought a gift to my girlfriend from thomann. First they sent a wrong order, then after contacting them many times they finally sent the right item I ordered. After that they made it my responsibility to send back their wrong package which was their responsibility. After failing many times to send it back because of internal problems between them and Ups, they started sending me letters to pay for the article I didn't even order, and it got to a point where they even threatened to sue me if I did not pay. I tried a few more times to send the article back, and every time they would send me a return label that was used.
Its 6 months later now and still they can't take responsibility for their mistake.
If you are planning on ordering something from thomann, I'd recommend checking out other companies that would put their client first and not have to deal with this kind of bs.
I DO NOT RECOMMEND.

I've bought an expensive piano set, waited for it for a week, and when I finally received I realized that Thomman shipped the wrong, cheap and simple model of the piano. It was even in the wrong colour! I understand, it is hard to distinguish between Roland FP-30X and Roland FP-10, but how can the shipment department mess up black piano with a white one?! I ordered replacements, but I am still waiting for an answer. Very slow customer service.

Their courier lost our order and Thomann refused to give refund and passed blame to their UPS courier who confirmed the parcel lost. But when we first contacted Thomann they insisted that a signature was obtained which clearly was not the case and we never got a copy of said signature because it never existed hence the parcel was lost. Avoid these rogues!

I would have liked to buy an Hofner Cavern Bass but the delivery date was always postponed so I have had to change my order. The some thing happened with a Cabinet Markbass. The payment had been taken from my credit card before Thomann had sent the items. I'm waiting for the refund for two weeks.

I have been buying from Thomann.de for many years now and have found them to be one of the best Music & Lighting Store's ( if not the Best) great product's and very good staff and a backup second to none, looking foward to dealing with them very soon... M. W.

I ordered a guitar back on October 3rd 2018. They declared the first order lost in the mail and sent me a replacement on Dec 3rd 2018. It's now Dec 19th 2018. Tracking shows it's still in German Customs. Every time I reach out to them they give me ridiculous answer for the delay. This was the last one and I quote " Thank you for your e-mail.

It's saying the same status because it has not been scanned from your local post yet.

In case you want a refund, please refuse the parcel on arrival and once we have it back here, we are going to refund you the amount.

Kind regards,

They are trying to tell me that guitar left German Customs, went through US Customs and is at my local post office and didn't get scanned once. I will never use this company again. Something weird is going on over there.