I consider myself a loyal customer (9 orders in 4 months totaling 1196,50 euros). In one occasion I received a microkorg 2 with an uneven fretboard. Sent it back for substitution with a new unit, with no defeats. Nonetheless, I then received back the same unit just more or less repaired, still with uneven fretboard. Thomann allowed me to return it again, this time for substitution with a truly new unit. However, I decided not to abuse about their support, as I know that returns represent costs for them, so I didn’t send the unit back again. However, that seems not to be considered nor appreciated. Indeed, my last order was placed according to the delivery time showed at the checkout (placed on Monday, to be received on Thursday). That was important as I had to receive it at my vacation house during my vacation period. Not only it didn’t arrive as scheduled, but without prior notice, I discovered the day I should have received the order that the courier didn’t pick the pack for the delivery yet, even though I paid a very premium price for an express delivery. I asked to the customer support who talked about pure delivery estimations, German vacation days, and other BS. All these without providing prior notice. So, I asked for an order cancelation since the delivery didn’t began yet, or to alternatively send the item to my residential house, since I wouldn’t have needed it anymore at my vacation address. None of these options have been accepted. I’ve been told that I had to wait for the delivery, refuse it once arrived, and then be charged for the cost of return for an amount of 121,94 euros (on 135,64 euros of goods) even though the premium shipment I paid (and that didn’t take place as the courier didn’t pick the pack yet) was 55,00. This proves how bad the customer service is in not considering both their own mistakes in guaranteeing trustable delivery estimates (they prepared the pack the evening before my pack should have arrived) and in not considering customer’s loyalty and previous behaviors. With Thomann you are just a number.
