I placed an order with Thomann and submitted the required confirmation documents the same day — which were acknowledged by their team as correct and complete.Despite that, the order remained marked as “Waiting for Customer Confirmation” until the next day, giving a false impression that the delay was on my side. Only after I sent a strongly worded message did the status change and processing began.Instead of taking responsibility, their support replied in a dismissive tone, even suggesting I cancel the order if I was unhappy — not something you expect from a serious company.I fulfilled my part immediately. The delay was entirely on Thomann’s side, and the way they treat customers raises serious concerns. I’m unlikely to order from them again.UPD: I received a reply from Thomann.I appreciate the response, but would like to clarify a few things:– My initial message was sent on a weekday, well before the weekend.– I received no response until I followed up with a message expressing my dissatisfaction.– The reply now suggests that delays were due to weekend hours, which may create a misleading impression.– Additionally, it implies that my tone was disrespectful. I would like to state clearly that my communication was polite and professional throughout. I have kept records of the conversation and am confident in saying this.I fully understand that delays can happen. My concern is not the delay itself, but rather how the situation is being presented — in a way that subtly shifts blame back to the customer. I believe transparency and fairness in communication are just as important as the service itself.
