Musikhaus Thomann Reviews

Name: Musikhaus Thomann
Rating: 3.63

3.6 Rating 403 Reviews

66 %

of reviewers recommend Musikhaus Thomann

Company Reviews

Metrics

3.6

Based on 403 reviews

Shipping & Delivery
Delivery Methods	Courier
On-time Delivery	95%
Customer Service
Communication Channels	Email

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Musikhaus Thomann 5 star review on 6th September 2023

"I had saved up enough money to purchase my first Les Paul, which is supposed to be exciting. \r\nI came to Thomann as you had it \u201cin stock\u201d. I made the order and was told I would get the item within roughly a week. When I was advised the guitar would be turning up I stayed in and waited for the item to arrive, it did not. I checked the tracking and it told me it was attempted delivery. It was not and I was in ALL DAY. \r\nNext day, it was \u201cAttempted\u201d again. It was not as I asked someone else to stay in as I couldn\u2019t afford to be off work again. This happened 3 more times and was in contact with Thomann and DHL over the space of a week. Not a great start. \r\nGot the guitar after I had to go and collect from a sorting office and there were scratches on the pick guard and neck pick up surround, these items being bolt on I assumed this would be easy, it obviously was not.\r\nI got in contact with Thomann and advised what the problem was and I was told to send in photos. Communication went back and fourth for about another week or so. Finally I was told that they would be sent out. 3 weeks to a month or so later a GIBSON pick guard and a GIBSON Tone knob was sent to me. Incorrect parts. I got back in contact with Thomann and explained the problem (which was not my fault at all yet I\u2019m made to wait) I was told to send the guitar back. WHAT?! Send the guitar back because the BOLT ON bits were damaged. I explained that this is not acceptable as a response. Yet again, Thomann tried to send out the parts and yet again got it wrong. Eventually I was told that there would be a 3 week wait for the parts yet I was able to email Epiphone and Gibson and would have been able to obtain these parts within days. \r\nA \u201creplacement guitar\u201d (Thomann words, in an email to me, not mine) would be sent to me, when it arrived it had binding defects and scratches on it. When I questioned Thomann, suddenly it was to take parts off not a replacement as they had told me it was in their email in 2 seperate emails. After this I had taken the guitar to a luthier to have a set up done and was told the guitar had one of the worst bowed necks he\u2019d seen. I spent money to get this fixed. \r\nEventually the \u201creplacement guitar\u201d that was no longer the replacement, was collected. \r\nSince the beginning of getting this guitar I had been having feedback issues when plugged into an amp, I assumed it was something to do with EQ\/Amp. After I had taken it to 3 different technicians, I found out that the guitars top (made of beautiful KOA) was the reason it was feed-backing so much. This was not mentioned anywhere in the sale description. This guitar cannot be used with a high gain, high volume set up making heavy rock and Metal music impossible to play (which was the primary function of my purchase). After finding this out I contacted Thomann and advised I cannot use this guitar and asked for a credit exchange for a guitar that does work for my use. Thomann agreed (finally thought the attitude towards the customer had changed). Nope, this was short lived.\r\nAfter I arranged to have the guitar collected (leaving me with no guitar for a show that I had lined up), I was told that they would send a courier and they would let me know 1 hour before collection, waited in ALL DAY (again) and no one showed up and no contact at all. After I contact the chat on Thomann website and explained the issues the advisor told me that the credit had been applied to my account\u2026\r\n\r\nI thought this was unusual but seen as the horrible service I had received I thought it wasn\u2019t impossible, then it just turns out that the service advisor just didn\u2019t know what they were talking about (this person is here to give advice and help). Then in the afternoon of THE SAME DAY (the day I write this) I was told by another customer service agent the same thing and that I would get a refund into my account (I asked if this was possible instead of credit as the whole process is beyond a joke)\u2026\r\n\r\nThis is 2 separate people giving me this information. This chat is supposed to have staff that are experts in their field to help with purchases.\r\n\r\nI then send a frustrated email in asking for the refund to be applied instead of credit (not to mention no one had got back to me about the no show collection email I sent in the morning of that day) and they didn\u2019t even acknowledge what I had asked instead asking if another date of collection would be acceptable?! Pushing back any opportunity I would have for a credit\/cash refund even further!"

Musikhaus Thomann 1 star review on 29th July 2022

Dave Runham

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I bought a £600 audio interface. It took quite a few days to arrive. When it did arrive the whole packaging was busted open at one end and then taped up in a very messy way. Like someone had ripped the box open to see what was inside. Luckily the item was not damaged but it could very easily have been. Be very careful about ordering from this store, especially if you're outside Germany.”

Helpful Report

Posted 1 week ago

Hello there G. Ramsay, Many thanks for providing a review and apologies for the unpacking experience you had. We're happy to hear that the ordered item wasn't damaged, but that does not dismiss the packaging damage. In this case it sounds like damage took place at some point during transport or customs processing. This is something we attempt to avoid as actively as possible, so we would appreciate it if you could contact us through reviews@thomann.de and attach any photos you may have of the damaged packaging. The extended feedback will be very helpful as we can use it to improve the delivery experience. Further apologies for the packaging damage. Despite the packing issue, we hope you enjoy using your new audio interface. - Your Thomann Team

Posted 1 week ago

“I have been a highly loyal customer to Thomann over the years, having purchased 4 Saxophones, a 2/4 Violin, and numerous high-value accessories. As a Technical Manager for a German enterprise, I always placed absolute trust in Thomann’s professionalism. Until now. I recently ordered a Gewa Germania 11 Berlin Antique Violin (a premium, handcrafted instrument made in Germany). When the shipment arrived in Vietnam, I was shocked. The instrument was completely ruined: the neck/fingerboard was completely snapped off and detached from the body. The technical root cause is undeniable: Appalling internal packaging negligence by Thomann’s warehouse. The white product box arrived entirely pristine and un-dented, proving the international carrier handled it safely. However, Thomann packed this fragile, premium wooden instrument inside with ZERO padding, bubble wrap, or structural support. It was left loose to rattle and break under normal transit vibrations. What is even worse is Thomann’s Customer Service response. When I explained that as an individual retail buyer in Vietnam, local customs regulations and UPS policies make it logistically and legally impossible to execute an outbound international export return for musical instruments without corporate commercial licenses, they simply ignored me. They copy-pasted automated policy templates, refusing to take internal accountability and forcing 100% of the financial and legal risk onto the victim. They literally broke the instrument in their own warehouse, yet expect an international customer to navigate a bureaucratic nightmare to send the damaged item back before considering a refund. Thomann has officially lost a high-value customer. If you are an international buyer outside the EU, beware: if their warehouse staff destroys your item through negligence, you will be left stranded with a broken product and zero realistic support. Order Reference: 202627.509909”

Helpful Report

Posted 1 month ago

Dear Phu, We appreciate you taking the time to leave your review. We’re very sorry to hear about the condition of your violin upon delivery. We have a large logistics team responsible for ensuring the sufficient packaging of each order. It’s for the rare types of situations where damage does occur that we provide warranty for each order shipped worldwide. When organizing product returns, we work very closely with our couriers, and we have ample experience with the return process worldwide; including from Vietnam. Our goal is to provide each customer with the best possible solutions to resolve any issues that arise. As we would like to review your case further, we welcome you to contact us at reviews@thomann.de so that we can find a resolution for you. Your Thomann Export Team

Posted 1 month ago

“Absolutely terrible experience. Please hesitate before you order with this company. I am a UK based charity who ordered some microphones (cost roughly 175 Gbp) on 16th June for delivery W/C 22nd. Unfortunately it seems that somewhere along the journey our parcel has been lost. We kept recieving updates saying our parcel has been delayed and would be delivery the next working day for 6 days. On the 6th day when I checked DHL again it told me the parcel was in the depot, and then not even 5 minutes later i got an email to say it was delivered (no photo of the delivered item, no signature, nothing, because clearly the parcel was lost sometime last week and DHL are lying). I spoke to the team at Thomman who tried to help by looking on their system but there wasn't even a delivery location and the man I spoke to was helpful. I received an email to say they would refund me in full while the investigation was going on, however we actually really need the microphones - we need this specific type and our charity event is this Saturday the 4th. I replied saying refund not really any good but really need the items and Thomann have then replied to me this morning saying they can't refund or send new items. Terrible customer service. Terrible service in the first place but as a company surely you can see that these high value microphnes that needed a signature to be delivered do not have that! No photo, no signature, no delivery location, surely in this case there is no proof so you should be helping the customer sort this out!! Im disgusted”

Helpful Report

Posted 2 months ago

Dear Katie, Many thanks for providing a review despite the inconvenience you’ve experienced. We’re sorry to hear about what you’ve been dealing with regarding shipping. The shipping time reported on our website is accurate for most shipments, but your experience clearly exceeds it. When this takes place, we open a tracking investigation so that we can get as much info as possible about the parcel status and offer a solution. We’re glad to see that a solution was quickly provided but understand that it doesn’t match requirements on your end. Please feel free to contact us by email through reviews@thomann.de so that further support can be provided from our side. We’ll assist as best we can. - Your Thomann Team

Posted 2 months ago

“Avoid this retailer if you expect reliable after-sales service. I am extremely disappointed with the warranty support for my faulty guitar. Over a two-week period, I received three contradictory responses: first, that they tested the setup with no issues; second, that I simply needed to "adjust my tone" to avoid bricking another amp. and finally, an email ( which seems like AI generated pseudo-science) claiming my guitar and amp setup could never work at all. ever! At no point did anyone ask a single troubleshooting question to actually help resolve the problem. I’ve wasted two weeks dealing with inconsistent excuses while still being left with a non-functional instrument. Meanwhile the guitar manufactory has confirmed in writing that no such issues exist and the setup should work without issue. They have stated in writing that this is likely a faullt with the guitar and that the onus is on the retailer ( Thomann) to correct that. Order Number 202512.303044”

Helpful Report

Posted 5 months ago

Dear DH, We're sorry to hear about the issues with your guitar. We understand that it can be frustrating when issues arise. Despite the issues, we thank you for your ongoing cooperation and we will be taking a deeper look into this matter and will contact you as soon as possible. Your Thomann Customer Service Team.

Posted 5 months ago

“Absolutely not recommended. Having spent thousands of euros (in the past few months alone) I won’t be buying from them again. Here’s why…. I paid full price for a lighting bar but received a b stock item. When I complained I was initially offered less than the difference. I’ve asked them to explain how this could happen that a b stock item (had missing/broken parts) could be sent as New and they couldn’t give me a reason. This is tantamount to fraud and I’ll be making everyone aware of this.”

Helpful Report

Posted 6 months ago

Hi Steve, Thank you for taking the time to share your experience. We’re truly sorry to hear about the issues you encountered — this is absolutely not the standard we strive to deliver. Receiving a B stock item when you ordered a new one is completely unacceptable, and we understand how frustrating this must have been. Please rest assured that situations like this are taken very seriously. We want to resolve this properly for you and ensure you feel heard and supported. We are more than happy to help find the best possible solution, please don’t hesitate to reach out at reviews@thomann.de. Musically yours, Thomann Customer Service

Posted 6 months ago

“I am extremely disappointed with my experience with Thomann. My order was placed on 04/12/2025. The first shipment was lost. A replacement shipment was sent — and it followed exactly the same problematic route, ending up again with a local courier that had already failed once. What frustrated me the most was not only the delivery failure, but the way Thomann handled the situation: I kept receiving generic, automated email replies that clearly did not reflect the real situation. There were long delays between responses, even though the matter was urgent. I had to personally chase UPS and the local courier to find out what was actually happening. Thomann never proactively intervened in a meaningful way. I was left alone to manage a problem that was clearly not of my making. At no point did I feel supported as a customer. Everything could have been handled much faster and much more professionally, especially for such a large and well-known company. After one and a half months of delays, uncertainty, and wasted time, my order was finally cancelled on 20/01/2026. Only then did they proceed with a refund. This experience has completely damaged my trust in Thomann. I will not be ordering from them again, and I strongly advise others to think twice if their order depends on reliable international delivery and real customer support.”

Helpful Report

Posted 7 months ago

Hello Yiannis, Thank you for taking the time to share your detailed feedback. I am truly sorry for the experience you’ve had with your recent order. What you described is far from the standard of service we aim to provide, and I fully understand why you are disappointed and frustrated. You are right to expect proactive support when something goes wrong, especially with international deliveries. Please know that your feedback has been forwarded internally so we can address the weaknesses you encountered — both with our communication processes and with how we monitor and manage delivery issues before they escalate. Experiences like yours help us improve, and we are committed to doing better. Once again, thank you for sharing your experience, and I am truly sorry for the inconvenience and frustration this situation has caused. If you’d like to discuss this further, please don’t hesitate to reach out at reviews@thomann.de Musically yours, Thomann Customer Service

Posted 7 months ago

“I bought an electric guitar that arrived broken. The seller refuses to replace or refund it and is showing obvious bad faith. The guitar came in its original box, placed inside a second shipping carton along with other products. As soon as I opened it, I noticed that the guitar’s box had already been opened. It is clear that someone at Thomann had inspected it before shipping. In addition, the guitar had been placed in a box that was far too large, with no protective padding to prevent movement or shocks — completely inadequate original packaging. The outer box, however, was not damaged at all, which clearly shows that the issue did not come from the carrier but from the way the parcel was prepared before shipment. I immediately sent a detailed report and photos, and contacted customer service several times. Each time, they asked me for the same information again. In the end, they claimed that the carrier was responsible and asked me to sign a document blaming them, which I refuse since they cannot provide any proof and all the evidence indicates that the problem originated on their side. They are offering neither a replacement nor a refund, and are trying to force me to sign a document that does not reflect the reality of the situation. Yet according to the law, any product delivered damaged must be replaced or refunded, and it is up to the seller to resolve any issues with their staff or their carrier. They are not complying with their legal obligations and are deliberately exhausting the customer to avoid taking responsibility.”

Helpful Report

Posted 9 months ago

Hello, Thank you for your message, and your continued cooperation thus far in the process. We understand the transport damage claim process can be frustrating and time consuming however, rest assured that we will provide you with a solution, whether that be a refund or a replacement. In order to review your case in more detail, please contact us at reviews@thomann.de, providing your customer and/or order number. Musically yours, Thomann Customer Service.

Posted 8 months ago

“Thomann services are a disaster😱, if something happens to an instrument under warranty and it needs to be repaired, I find,, many lies and reasons not to repair it without asking you for a lot of money for repairs", and Taylor guitars,,may God protect you from them and their services"🫤,,, I have been a Thomann customer for several years, but now I have had a great disappointment with them, I bought a Taylor guitar from them for around 3000e, since I got it I have had problems with it, I sent it back to them because it did not sound good neither in the cold nor through the box, and after a few months I woke up that its face had swollen and came off in the middle where it was joined, I sent it back to them and after 1 month, they give me the answer that they sent it to Taylor to repair it and those "liars, scoundrels and lazy people" do not want to lift a finger unless you give them money even though they boast that they have a 10-12 year warranty, after not even 2 years they don't pay attention to you, they found a reason that I put "guitar solution on it and that the guitar dried out" 🫢😂, a big lie, because with me it was exactly the opposite the guitar swelled from the humidity in the factory and came apart at the joints,,,I read a bunch of negative reviews about Taylor guitars, a disaster, just like me people suffered with them”

Helpful Report

Posted 10 months ago

Dear Cosmin, We understand your frustration regarding your Taylor guitar and the problems you have experienced. Please be assured that we take all warranty cases seriously and aim to work with the manufacturer to find an appropriate resolution. As outlined in our Terms and Conditions, warranty coverage can be affected by factors such as inappropriate care, environmental conditions, or alterations to the instrument. These factors are assessed by the manufacturer when evaluating whether a repair or replacement is covered under warranty. While we strive to support our customers, we must follow these guidelines to ensure fair and consistent handling of all warranty cases. If you would like us to review your situation further, please contact us at reviews@thomann.de so we can look into your case in detail and provide an update. We appreciate your patience and understanding. Your Thomann Team

Posted 10 months ago

“Thomann has made me lost time and money by sending me defective products and when I requested a replacement they opted to give me a refund which means that I had to pay the PayPal fees Dior nothing,”

Helpful Report

Posted 1 year ago

Hello, We're truly sorry to hear that your experience with us did not meet our usual standards. We take pride in the support we provide to our customers and it is always our aim to work with you to find the best possible solution if any issues arise. We are grateful to you for leaving your feedback, which we will take on board as we strive to improve. We would like to review your case and take a closer look, so we kindly ask you to send an email to reviews@thomann.de with your customer account information so that we can investigate further. Your Thomann Export Team

Posted 1 year ago

“Compré dos altavoces a Thomann. Uno llegó correctamente, pero el segundo figura como entregado a una persona desconocida que no vive en mi domicilio. He reclamado, enviado los formularios que me pidieron y sigo esperando una solución. La respuesta es muy lenta y Thomann me remite a DHL lavandose las manos lo cual me resulta inaceptable ya que mi relación comercial es con ellos y no con DHL. Mientras tanto, he pagado un producto que no tengo y necesito urgentemente para trabajar. El altavoz que sí recibí funciona bien, pero la gestión del problema ha sido decepcionante. Muy mala experiencia en atención postventa.”

Helpful Report

Posted 1 year ago

Estimado Alejandro, Lamentamos profundamente saber que has tenido una experiencia negativa con tu pedido. Agradecemos que hayas dedicado tiempo para compartir tus inquietudes, ya que tus comentarios son valiosos para nosotros. Entendemos lo frustrante que es no recibir un producto que necesitas con urgencia, y es decepcionante escuchar que la atención al cliente no ha estado a la altura de tus expectativas. Queremos asegurarte que nuestra intención es brindar el mejor servicio posible y resolver los problemas que surgen en el camino. Te invitamos a enviarnos un correo a reviews@thomann.de con tu información de cuenta para que podamos investigar más a fondo tu situación y encontrar una solución adecuada. Apreciamos tu paciencia y comprensión en este asunto. Cordialmente, Equipo Musikhaus Thomann

Posted 1 year ago

“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.”

Helpful Report

Posted 1 year ago

Hello, 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.

Posted 1 year ago

“Bought a B stock piano it was faulty and they failed to collect it when they said they would. Have wasted a whole working day waiting in for collection that never can. Awful customer service won’t be using them again.”

Helpful Report

Posted 1 year ago

“Received a Hohner discovery 48 harmonica today. After just a few minutes of trying it out, I was disappointed with the sound and immediately wanted to return this harmonica. This turned out not to be possible. Wind instruments with reeds cannot be returned. Not even if they have not been tested, I was told. Nowhere is the buyer warned about this by Thomann Music. Very disappointing. So be sure of your purchase before you purchase a wind instrument with reeds here. Returns are not possible In Nederlands: Vandaag een Hohner discovery 48 mondharmonica ontvangen. Na slechts enkele minuten uitproberen viel mij het geluid tegen en wilde ik deze mondharmonica gelijk retour sturen. Dit bleek niet mogelijk. Blaasinstrumenten met rieten kunnen niet retour gestuurd worden. Ook niet, als ze niet uitgetest zijn, werd mij medegedeeld. Nergens wordt de koper hiervoor gewaarschuwd door Thomann Music. Heel teleurstellend. Ben dus zeker van je koop voordat je een blaasinstrument met rieten hier aanschaft. Retourneren is niet mogelijk”

Helpful Report

Posted 1 year ago

Dear Rob, We're sorry to hear that you're disappointed with the service you received, but we thank you for taking the time to leave a review. Whilst the vast majority of the items in our range can be returned during the 30-Day Money Back period, certain items like harmonicas have to be excluded for hygiene reasons. We understand that this can be an extremely important consideration when placing an order, so this information is communicated both on the FAQ page on our website, as well as through icons on the product page itself showing whether that specific item is covered by our money back guarantee, 3 year warranty or both. Ensuring that important information like this is easily accessible is a vital part of our commitment to transparency, and so we really appreciate you bringing this to our attention as it is clear that this is an area in which can still improve. We would like to take a deeper look into this case. Please send an email to reviews@thomann.de with your customer account information, and we will investigate further. Your Thomann Export Team

Posted 1 year ago

“I ordered a Guitar and decided to return it one day after I received it. I received a return document to send the guitar through my local postoffice but Thomann never received the guitar. I have a proof that the guitar was delivered from my local post office to DHL but there is some confusion with the tracking number that I am not responsible for and the DHL tracking number does't show they received the guitar. I wrote to Thomann support twice and the answer I get is: We are sorry we cannot do nothing. So I lost the guitar and the money. I can't believe this is an european country online store. I avoided cheaper online sellers to have safer transactions and I get this answer? Avoid if you dont want to lose your money!!!”

Helpful Report

Posted 1 year ago

Hello Antonio, 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.

Posted 1 year ago

“Stay away from this terrible company! They are not trustful and are only nice with you when you buy from them. They are not serious, they lie and are completely disrespectful with clients. I bought a malfunction device (audio interface) and when I decided to activate the warranty for this product the nightmare began. First they have told me the period of time for the all process of sending it to Germany and have it back fixed was maximum 4 weeks. Actually it took 6 weeks just to arrive to Germany from Portugal.. Then I received an email from Thomann repair service saying the device had no problem that the problem was with my electricity, which is a nonsense. I replied saying again the exact problem of the device which they never answered. Now it's been already 3 months since I sent my audient to Germany and I just received an email saying the device is fixed and on the way back to Portugal. I just replied asking if they have a repair report, if it was actually fixed or not and when it will arrive. Let's see if it will take another 45 days from Germany to Portugal... The big problem is that I am a professional Voice Actor and I need this device to work, which, of course, they don't care. Putting a credit card on an online shop is straightforward but if you have any problem don't expect them to be helpful, they just don't care. It is unbelievable how they deal with clients and with situations that are not just selling.”

Helpful Report

Posted 1 year ago

Dear Rodolfo, Thank you for taking the time to leave a review of your experience. We greatly appreciate your frank and honest feedback. At any time before, during or after the purchasing process, we pride ourselves on providing helpful, accurate advice as well as prompt solutions. We regret the length of time that it took to get your interface repaired, and the resulting impact this has had on your work. Offering support throughout the entire 3 year warranty period is something that we take very seriously, and we apologise that on this occasion, we did not meet the mark. We would like to take a deeper look into this case, as we look to improve moving forward. Please send an email to reviews@thomann.de with your customer account information, and we will investigate further. Your Thomann Export Team

Posted 1 year ago

“My order has been sold to another customer after I paid for it : I waited for a shipping that went terribly wrong (the product was sent back to Thomann without even trying to contact me), then the customer service asked me if I wanted a new shipping -without telling me the product was already sold to another customer-, so I waited, again, then had to ask when I would be delivered. They just answered 12 weeks. Asked for a refund. Never again !!!”

Helpful Report

Posted 1 year ago

Hello, Thank you for taking the time to leave your feedback. We are truly sorry to hear that our service did not meet our usual standard on this occasion. Should any issues arise, providing accurate information as well as proactive and solution-orientated advice to prevent further delays and provide you with a resolution as swiftly as possible is our top priority. As part of our constant desire to improve, we would like to take a deeper look into this case. We kindly ask you to send an email to reviews@thomann.de with your customer account information so that we can investigate further. Your Thomann Export Team

Posted 1 year ago

“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.”

Helpful Report

Posted 2 years ago

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.

Posted 2 years ago

“Misleading estimated delivery times, no system to track your order. Apathetic fake helpful customer service staff. Wish I’d read the reviews before I ordered”

Helpful Report

Posted 2 years ago

Dear Andy Smith, Thank you for your frank and honest feedback. Providing a smooth and transparent ordering process, along with helpful support is a top priority for us. We're very sorry to hear that we did not live up to our usual standards in this case. We would like to take a deeper look into this. We kindly ask you to send an email to reviews@thomann.de with your customer account information so that we can investigate further. Your Thomann Export Team

Posted 2 years ago

“DJ Power WP-2 Bubble Fogger Terrible product and terrible assistance for a product that costs half the price on Aliexpress. I purchased this product from this company and not directly in China, hoping for assistance that reflects the name of the company itself. First shipment and machine... arrived defective, one of the 2 bubble shooters didn't work, I returned it and it was replaced. The second machine arrives, everything goes well until after less than 9 months the smoking part stops working. I ask for assistance, I ship and return it, after 1 month I am told that the machine cannot be repaired under warranty as there were residues of soap liquid inside and that the machine had not had the right maintenance, they send me photos of the tubes relating to the bubble shooter system, nothing to do with the smoke boiler. I point out to him that I asked for assistance for the smoke and not for the bubbles. Another month, to tell me the exact same things. Moral of the story, the boiler broke due to a defect in the machine and was not repaired due to the soap left in the pipes of the part relating to the bubbles. It should be noted that their expertise and photos have always been inherent to soap bubbles which, moreover, worked well. I don't know!!!”

Helpful Report

Posted 2 years ago

“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.”

Helpful Report

Posted 2 years ago

Hello Ciaran, 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.

Posted 2 years ago

Musikhaus Thomann is rated 3.6 based on 403 reviews