Review Time
I've purchased several items online from Thomann Music and have always been satisfied with their response time, delivery speed, and product quality. Everything arrived as expected and in great condition. I plan to use them again and highly recommend them to others!
Ordered a new guitar, item sent had a manufacturing defect. The box had already been opened suggesting it had been returned at least once. Disappointing and a hassle returning an item they probably knew had a defect before they sent it. Update. Company quite slow to reply, and only really send copy/paste responses. When you also have to wait for the item to be delivered back to them this adds to time it’ll take to get a refund. They maybe cheaper than others but would say it’s worth paying the extra elsewhere due to slow return process, especially if you’re in the uk.
I've been a customer for years. To make a long story short. I ordered a guitar about 3-4 months ago. The release date was pushed back twice, that's fine, no fault of Thomann.However, when it did finally get here the guitar was badly damaged at the neck. It was unplayable and unrepairable. I asked to send it back for another one but was told it was out of stock for another 3 months(they didn't even hold one for me as they were still in stock when I made the first complaint)I was told to pack the guitar up , bring it to a post office, show the clerk the damage to the guitar and box. Wrap it back up in the post office, get a form signed and bring the guitar back home and await further instructions. I work long hours and the post offices close here at 5pm. There was no way I could've done it in the time they wanted me to. Everyone I emailed ignored me. I emailed the rep for Ireland, I was ignored twice. I used the chat to get head office email addresses and was told "no" he then made some weird comment if I actually believed it happened in transit (accusing me of doing it myself in an indirect way) then the chat was abruptly closed by the rep. I was also asked for 8 new photos(even though I had already provided 8 photos at the start of this)I got an email for a manager, and was told the same thing by him. So I opened a PayPal dispute, that's the only time I got actual replies to my emails. I'm not sure I'll even get my money back.DO NOT USE THIS STORE! even as a longtime customer I was treated like garbage. When things go well they are OK, but if anything goes wrong, it is a lot of hassle to deal with these people. They don't care about their customers in any way.P.s before the Thomann bot comes in and asks me to email Thomann, no thanks I already tried it multiple times.
Absolute worst customer care service and after trying multiple ways to get the problem sorted I get the same generic reply which is useless. I've spent about 12 000 Euro so it's not like I just bought plectrums and a pair of sticks. Anyway 1 x customer lost!!!
I bought a keytar, and a part broke pretty much instantly on arrival. They said they will sort out a replacement, and it is not sorted. I have been trying to sort this out for over 6 months. They keep sending emails saying they are waiting for a reply for an internal department, and then never respond. customer service is rubbish, and now I can't use what I bought from them because it doesn't work (easily fixed).
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