Review Time
I purchased a B-stock ukulele from Thomann (described as potentially having visual imperfections, but still in good working condition). Unfortunately, the instrument arrived with a bent and cracked fretboard, and several frets caused buzzing strings, making it unplayable.I reported the issue and received a response offering a €15 discount if I chose to keep the defective instrument, or the option to return it. I asked for a replacement, but they refused. I also requested a discount on a future purchase instead, but that was also declined.Now I’m stuck with the hassle of returning the item, and the buyer is held responsible for any damage that occurs during transit. To make things worse, I bought a gig bag separately for this ukulele, and most ukuleles include a bag—so now I have a potential spare bag with no use when buy a replacement.Customer service has been slow to respond, typically taking 1–2 days per reply, and overall, the experience has been disappointing.
Update 16/6 - 2 stars -> 3 stars.Thomann did respond to my email to apologise and offer a small credit to a future purchase, which is appreciated. Not ideal as I'd need to order from them again after having my confidence knocked. But maybe I'll give them a second chance.--Original review--I ordered a Valeton GP-200X multi-effects pedal from Thomann. It was a B-Stock item, priced ?25 cheaper than the new item - ?275 vs ?300.With B-Stock, I expect an open box, maybe a missing USB cable or printed instruction manual. And signs of light use. But given the small discount on this item (~9%), I expected a unit at the upper end of the presentation scale.When the unit arrived, I was really disappointed. The screen was badly scuffed with multiple thick brushed scratches going right across the display and control background. Not that it's important, but it was also covered in dust and, generally, looked as though it'd quite literally fallen off the back of a lorry.I reached out to customer support immediately after unpacking the unit to report the damage. I heard nothing for 6 days, had to chase twice, and finally received a generic email request to send the unit back.What's left a bad taste is that the QC on this unit was non-existent and/or it was way overpriced for the condition. It's now on me to return the unit, paying for packaging and finding time to run it down to a DHL drop-off centre. It's not a massive chore, but it is inconvenient.In the meantime, I've also had to source another unit from the UK and wait again for delivery. I've now finally got the pedal I was hoping for nearly 3 weeks after placing the original order with Thomann. (I ordered another b-stock item from a UK business on eBay for ?205 and it was immaculate).Overall, the experience has been poor. As a customer it feels disappointing to receive service like this from a brand who appear to put satisfaction and care at the heart of their marketing. (It's also a shame to receive shabby items when you're excited to receive some new gear).Having ordered a few times in the past, unfortunately I don't think I'll use them again.
Used Thomann a number of times now and have no problems recommending. Great price, quick delivery. Never had to contact them so I can't truly rate their customer service, but if you don't have any reason to call, then that's how I like it. I'm sure with the 30 day return policy and 3 year warranty all bases are covered.Overall great shopping experience.
I bought a Fender amp from Thomann. It had a two-year warranty -and duly stopped working shortly thereafter. But Thomann give a THREE year warranty and they replaced it, no fuss, just kindness, speed and efficiency. I go out of my way to make all major purchases through them now.
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