Review Time
Fantastic customer service. I recently ordered a Fender Deluxe Reverb ToneMaster (I’m in the U.K.)Delivered really quickly, but after a short while realised it wasn’t what I wanted / needed. Nearly 4 weeks after receipt, I requested a return & refund using the 30 days / no questions policy. I received confirmation of the receipt of the return yesterday, and this morning the refund has been processed. No questions, no difficulties (except maybe trying to find a DHL Service Point that would take it - most in my area are relatively small stores with limited space). While this amp didn’t work out for me, wouldn’t hesitate to use Thomann again.
I ordered an electric guitar and all accessories for my daughter's birthday. The ordering funnel guaranteed a shipping with 2-3 days. No news whatsoever. After calling the support today, I was told that, eventually, I won't be delivered in time. So I don't recommend them.
I bought from Thomann website a brand new Loupedeck CT controller for 385€ at the beginning of March(3/3). The item arrived from Germany to Greece in 9 days (12/3). Hopefully the package was delivered in great shape but, by the time of the set up we realised that it had 2 faulty assembly buttons from the factory. Pictures and videos were taken as proof. After the communication we had (14/3) we had, we received a reasonable email saying this : " Thank you for reaching out to us. We are currently coordinating with our department to determine whether this issue affects our entire stock, as it appears to be a manufacturing concern. Once we receive confirmation from them, we will promptly arrange either a replacement or a refund, depending on their findings.We sincerely apologize for the inconvenience this has caused and appreciate your patience as we resolve this matter." So we arranged to send it back and 2 days later the item was already sent back to Thomann. So far so good. The item delivered back to Thomann at the 25/3 as they informed me thought email. Since then I'm sending them everyday an email about the case and I'm receiving a bot message after 24hrs, although that I asked to communicate with me ASAP. The situation is so unhelpful from the costumer service. For 3 days, 26/27/28 of March I'm receiving an email that says that the item is under inspection. And I'm asking , how difficult it is and how much time do you need to see an item that has been sent and delivered back with faulty assembly buttons, when you see the item, and you have it in front of you in one piece, with the factory stickers still on it?? They are just trying to earn some time for no reason and they already know that the situation has become so frustrating. They have my money , they have their item back as the sent it to me and I'm losing my patience everyday with this really bad policy and costumer service. If I had seen before all the reviews of the other costumers in here, especially the last month, I wouldn't have proceed to any purchase. Of course they will response under this for any further information or help, but believe me they didn't do it even when I asked to do it though my email. I'm already looking further help to the European Consumer Centres Network / ECC-Net. 28/3 as they seem to break the rule about the clarification of the progress against to costumer.
I recently purchased a Cordoba GK Pro Negra guitar from Thomann. Unfortunately, my experience has been extremely disappointing due to significant issues with their handling of shipping damages and lack of accountability.I sent my guitar back to Thomann for warranty service on the preamp, carefully packaging it in its original hard case and a cardboard box—methods traditionally accepted for safe transportation of musical instruments. When the guitar arrived at Thomann's facilities, I was informed that it had suffered damage during shipping. Thomann immediately attributed the damages to "insufficient packaging," despite the fact that it was sent in the original hard case and cardboard box.I reached out for clarification and attempted to resolve the issue, requesting information on whether the packaging guidelines on their website were mandatory for warranty coverage—something that was never clearly communicated to me. Despite multiple attempts to seek clarity, Thomann refused to take responsibility for the damages. To add to the frustration, when the guitar first arrived at their facilities, they claimed there was nothing wrong with the preamp. It was only after multiple emails and calls to customer support that they finally admitted the preamp was faulty and decided to send the guitar to Cordoba for repair. Furthermore, after the guitar was sent to Cordoba, it was returned to me with additional damages to the hard case that were not initially documented by Thomann.It should also be noted that the guitar was returned to me with the exact same packaging in which I sent it, which was considered "insufficient" by Thomann ?s standards.Thomann’s solution? A mere 25€ credit for the damages—an amount that is entirely insufficient given the condition of the guitar and the hard case. Their handling of the situation has been unprofessional, with no clear answers regarding the packaging requirements and no accountability for the damages that occurred under their watch.I am left with a damaged instrument, insufficient compensation, and a lot of frustration. I expected much better service from a company of this reputation. If you are considering sending your instrument to Thomann for warranty repairs, be cautious. Their warranty process and shipping protocols are not as reliable as one would expect.I hope this review helps others to be aware of the risks involved.Pedro Bento
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.
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