Review Time
The e-shop is made very easy to use and with attention to detail. I love that the site recognized my e-mail, while I myself didn't even remember I already had an account registered. And also the mood lifting sentence "I just tend to forget my passwords" instead of "I forgot my password", just makes you feel good :)
Ordered the Behringer Poly D on the 25th March and received (in the UK) on the 29th. Epic service! Would thoroughly recommend the Thomann team. Their depth of product availability is also worth praising. I don't think any outlet in the UK had the Poly D at the time of ordering. Well done all!
Based in Paris, I ordered a keyboard, stand and bench from Thomann for my workplace to be used by staff members. The Thomann website was easy to use, there was a good selection of choices at competitive prices and delivery was quick. However, I am writing to describe the incredible after sale customer service that I received. One year and a few days after purchase, we discovered that the pedal was no longer working surely due to rough use by the many different players. As it was not only the actual pedal, but the connection on the keyboard, it was a serious repair job. I reached out to Thomann and explained the situation and asked to discuss reparation options. Without any negotiations, pleading or discussions, they immediately sent me a pre-paid UPS voucher to send the keyboard to Thomann in Germany to be repaired. The voucher they provided even covered UPS coming to pick up the keyboard so I needn't find a drop off site.It took me a month to get around to organising pick up. As soon as it arrived, Thomann wrote me to confirm they had received the keyboard and then they repaired it and sent it back to me in Paris 11 days later! And it all was free of charge!I have never experienced a better customer service. They were professional, reactive, efficient, communicative/informative, and above all, it was so incredibly easy! So thank you again, Thomann. I would recommend you with my eyes closed to anyone and everyone!
After seeing plenty of good reviews from Thomann and their Harley Benton guitars, as their new instruments were out of stock, I decided to buy a B-Stock which was ?17 cheaper than new. Again seeing good experiences and that minor and usually unnoticeable issues were on the instruments but they were packed well, I was confident and expecting a slight issue.However, I wasn't expecting to receive a guitar that only had a plastic bag as protection with nothing keeping it secure. When assessing the guitar it looked like someone had attacked it with sandpaper on the bottom, sides and back. This was not acceptable to their policy of a B-Stock and unfortunately they don't show photos.The instrument played well but I had instruments I'd had for almost 20 years in better condition, I was happy to try and get it looking good again but it would need professional attention, it was that bad.I contacted Thomann and they didn't seem interested at all. They offered me ?30 off or a refund. After enquiring with several shops, they were quoting me ?25- ?50ph for the work. I explained this to Thomann and they said the most they could refund is ?40 and if I return it, any damage is my responsibility. I told them that I'm sending it back the way it came and that I'm not buying extra packaging and that if I didn't get a refund, I'd have my bank get my money back as I bought it with a credit card. They're preferred option was to have the money put on my account so I could spend it with them which I was not impressed enough to do.Thinking of getting a Harley Benton? I'd get one with a credit card or go to a shop selling one in person.
So, i discovered a SCAM at thomann... they advertise delivery within 1-3 or 2-3 days, depending on shipping method. So I pick 1-3... on wednesday. i did not get a shipping notification, so i ask on thursday if it was sent, and if it might be here on friday.... then i get an e-mail saying that can be the case if I pay 120 euros extra... (all i wanted was it being shipped on wednesday when I ordered, or thursday, so it would be quite on time, knowing UPS)but what do they do? when I ask that question, they put my order on hold, and don't ship it... so they ship it on friday, just to piss me off and keep my order away from me. So now it will definetely not be on time... seems they have a way of delaying orders on purpose just to be able to upsell 120 euros to just not delay it. The biggest nonsense scam I ever encountered anywhere. And I thought this was a good, and decent company. They lost lots of credits with me now. Oh, and ofcourse, as soon as i get the shipping notification, it says i have to wait 1-3 days... on top...my response to their response: it was delivered on monday. so if it was not delayed, and just shipped normally it would have been here on friday, without paying 120 extra. the fact that my order was held back to try to upsell me that bullshit amount for faster shipping is disgraceful! you should be very ashamed. So dont say you are sorry to hear about my experience, when in fact you mean that you are sorry you have been caught! I already told you guys on thursday that i didn't want to pay more, it was un-held only by friday, so you were just stalling, and you have pissed me of in the process. scam is the only word for it.
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