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Musikhaus Thomann e. K. has a rating of 2.7 stars from 142 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Musikhaus Thomann e. K. most frequently mention customer service problems. Musikhaus Thomann e. K. ranks 51st among Instrument sites.
This company responds to reviews on average within 6 days
My first order was in 2022, when I got a Korg L380U piano. My initial hesitation and concerns fully fade away when this large and heavy instrument was delivered to Armenia in perfect condition. In 2024, I made two other orders including 2 guitars, 2 modeling amps and accessories, all in good packaging and in the quality as advertized. I'm blowed away by the excellence of my HB guitars - TE-62DB and SC 550ii! The only issue I had was a factory defect with the PG Spark Go amp in my last order. It failed to shift stereo/mono in the app and the phone socket only had mono output. Thomann's customer support helped me greately with the warranty related investigation process. As the return shipment from Armenia would be quite costly, they just offered me to keep the defective and shipped another one, new and fully functional. What a great example of an awsome customer care and support!
Caveat Emptor UK buyers beware. Although prices seem good value, when there is an issue and something has to be returned then it can turn into a nightmare. I bought a Marshall JVM combo through Thomann and it developed a fault on the board - confirmed by an amp tech here in the UK. It took nearly 3 months to get Thomann to accept a return and when they arranged a courier to collect it they had to ask me after if it had actually been collected. I supplied them with a photograph of the courier scanning the return label. There didn't seem to be any integrated information with the courier. They then said it could take up to 20 working days (a month) for it to arrive at their warehouse. I waited the 20 working days without any update only to be told after that in fact it had been lost in transit somewhere and they didn't know where it was. They would raise an investigation with the courier company and then revert back to me with a resolution. I'm still waiting for that resolution which they have already said won't involve a replacement. So in summary, they don't know where my Marshall is, they won't replace it, they have the money and I've been without an amp since February. Buyers beware.
Caveat Emptor
UK buyers beware. Although prices seem good value, when there is an issue and something has to be returned then it can turn into a nightmare. I bought a Marshall JVM combo through Thomann and it developed a fault on the board - confirmed by an amp tech here in the UK. It took nearly 3 months to get Thomann to accept a return and when they arranged a courier to collect it they had to ask me after if it had actually been collected. I supplied them with a photograph of the courier scanning the return label. There didn't seem to be any integrated information with the courier. They then said it could take up to 20 working days (a month) for it to arrive at their warehouse. I waited the 20 working days without any update only to be told after that in fact it had been lost in transit somewhere and they didn't know where it was. They would raise an investigation with the courier company and then revert back to me with a resolution. I'm still waiting for that resolution which they have already said won't involve a replacement. So in summary, they don't know where my Marshall is, they won't replace it, they have the money and I've been without an amp since February. Buyers beware.
My first order was in 2022, when I got a Korg L380U piano. My initial hesitation and concerns fully fade away when this large and heavy instrument was delivered to Armenia in perfect condition. In 2024, I made two other orders including 2 guitars, 2 modeling amps and accessories, all in good packaging and in the quality as advertized. I'm blowed away by the excellence of my HB guitars - TE-62DB and SC 550ii!
The only issue I had was a factory defect with the PG Spark Go amp in my last order. It failed to shift stereo/mono in the app and the phone socket only had mono output. Thomann's customer support helped me greately with the warranty related investigation process. As the return shipment from Armenia would be quite costly, they just offered me to keep the defective and shipped another one, new and fully functional. What a great example of an awsome customer care and support!
Products used:
Piano, guitars, amps, headphone, strings, guitar accessories
The purchased electric guitar had a multitude of technical and visual flaws. The bridge could no longer be lowered, and the string action at the 12th fret was over 2.5mm, with the pickups still too far from the strings (4-5mm) even after maximum adjustment.
The most amusing issue was with the headstock nut, which lacked properly cut slots, causing the strings to simply lay over it more than 3mm above the first fret, making playing chords practically impossible (the tuning would jump over 25 cents upwards when playing a note on the first fret).
Additionally, the guitar was all scratched up, dirty, full of cosmetic flaws, and this wasn't even a so-called B-stock.
I understand that flaws can happen, but after contacting the store and providing a very detailed description of all the issues, Thomann claimed that my guitar was in perfect condition and fully playable! I was shocked... The store simply sells defective instruments and claims that's how it should be... The guitar was unplayable and unadjustable, but for the store, that's apparently the norm...
I do not recommend, avoid like the plague, it's a waste of time and nerves.
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 :|
Products used:
Electric Guitar
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.
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!
Products used:
Nothing, will never order anything from Thomann again, does not answer on questions
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.
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
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
We're proud to be your musical family, making sure you hit all the right notes without breaking the bank!
If you ever need more advice or just want to chat about your gear and accessory wishlist, we are here for you!
Abdul You Rock!
Your Thomannn 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.
Tip for consumers:
Best to order enough to kick in with the free shipping. Most if not all their own products are excellent, but do read the product reviews, as some might be excellent for the price but not necessarily for you.
Products used:
Midi Controller, Guitar, Stand, Cables, Strings, Strap, Bags, Software, etc.
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.
Tip for consumers:
Be prepared to pay high international shipping charges if you have a problem that requires a return, if you live outside of Europe.
Products used:
Audient ID14 audio interface (did not work)
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...?
Tip for consumers:
There are hidden costs of which won't be known until shipping. Don't expect a response if anything should happen.
Products used:
Item not arrived yet
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 27 times so far (thousands euros) and can't tell any bad words about them.
Great services, great support, great portfolio, all packages was delivered ASAP (to Slovakia). It is the best store for musicians i know.
Hi Pavel,
Thanks for trusting us so many times!
Your musical endeavours are in good hands with us :) Make some great music with your new gear!
Your Thomann 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
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
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.
Really great company!
Good communication from the outset. Easy to use website and ordering part process.
Product delivered in a good time and very pleased with the part which was needed for my sons drum kit!
Will use again and recommend to others!
Products used:
Drum rack t-clamp
Good Morning Mrs C,
Thank you for the awesome feedback!
We’re really pleased to hear that your experience ordering spare parts from us was a positive one. We have a dedicated team in our parts department to ensure we can always offer a friendly and knowledgeable service for anyone in need of spare parts.
If you need anything else, please don’t hesitate to contact us.
Your Thomann International Team
5 Stars all the way!
Incredible choice of instruments and everything else associated with making music at unbeatable prices. Fast reliable delivery service and everything arrives well protected and packaged. I have used Thomann many many times in the past and will continue to order all my guitar and amplifier parts through them in the future.
Hi Lee,
On the name of the whole Thomann Team, we woud like to thank you for your feedback and kind review.
All the best to you
Your Thomann Team
I did have a minor inconvenience when ordering but the customer support was really helpful and we solved the problem fairly quickly! Other than that the guitar is awesome! And it arrived earlier than expected
Tip for consumers:
I’d suggest to create a customer account before ordering
Products used:
Guitar
Hello Maya,
Thank you for your kind feedback. We are happy to hear you are satisfied with the service provided.
We're here for you - don't hesitate to contact us for further assistance
Cheers from Treppendorf
Your Thomann Customer Care Team
I have been using this store for as long as I can remember. From when I got my first bass at the age of 14 right up to this guitar pick and replacement acoustic peg purchase at the age of 29. I have recommended Thomann to many friends and family and everyone has come back more than happy with their purchases. If I could give more than 5 stars I would.
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
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.
Tip for consumers:
Just don't. Buy somewhere else, anywhere else.
Products used:
Still have a problem to solve after two months, so nothing.
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.
Hi Richard,
Thank you very much for your feedback. We are pleased to read that you are enjoying your new Harley Benton guitar. We are putting lot of efforts on the quality of those products and are glad that this makes our customers also happy.
All the best
After ordering I was advised the shipping costs had doubled and I would need to pay the difference for my order to proceed. I feel this is a dishonest practice and it left a poor taste. I'm unlikely to purchase from them again.
Dear M H., thank you for your review! We are truly sorry to hear about this confusion! Our aim is to make our communication with you as clear and transparent as possible! We will of course review our shipping information on the website and improve the details displayed the best way possible. Your feedback as a customer is precious to us and we hope to be able to make it up to you on future occasion! Thank you again and all the best, your Thomann Team International
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.
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.
Gain trust and grow your business with customer reviews.
Thomann - Music Is Our Passion: Thomann is Europe's largest music retailer with 1,500 employees and over 17 million customers.
The family-owned company not only sells instruments and accessories of all kinds but also offers lighting systems, stage and studio gear, as well as equipment for video producers, podcasters, and online streamers. The online shop features more than 110,000 items.
The Thomann sales consultants in 13 specialized departments, along with native speakers from 30 different countries in the company's call center, are mostly musicians themselves. With their passion and extensive knowledge, they provide support to customers worldwide. All these factors highlight Thomann's position as the industry leader.
Hello Jason,
Thank you for your feedback. We’re very sorry to hear about this issue.
We kindly ask you to email us at reviews@thomann.de with the details of your order, and we will check this for you.
Your Thomann Customer Care Team.