Thomann Music Reviews 

Avoid this company. I purchased a guitar on the 26th of June. The guitar was delivered to the wrong address, and thomann are refusing to give a refund instead they are giving me the run around saying they are investigating the matter. I've looked at my consumer rights under UK law. Contacted citizens advice. Talked to customer service via live chat upwards of 5 times, sent countless emails to DHL and also emailed thomann twice. And nothing they continue to give the same answer and are completely disregarding UK consumer law. This shocking and disgraceful as the item has been delivered to the wrong address and signed for by someone who is not me. Under UK law that is not a legal delivery and I am fully entitled to a refund right now. This companies customer service is shocking. They're delivery service is shocking and they're complete disregard of the UK consumer rights is shocking. Avoid them like the plague if you are ordering in the UK. There are plenty of reputable music stores here in the UK that will be alot better than thomann. So if you are thinking of making any purchase think again. If you think this won't happen to you there's a likely chance you will have the same experience. Buyer definitely beware.

Ordered on the 28th.. still waiting for delivery (12th) been given a different reason each time I contact them. Cant tell me when parcl is actually going to arrive .Reported to paypal, and claiming money back.

Used to be good, now is terrible.

I had good experiences with Thomann before, good warranty and quick delivery.

Lately it seems like they just got lazy and the customer and delivery service became terrible. 3 times I bought expensive, pretty big and heavy speakers, that didn't called when they arrived for delivery even though I specifically asked for it, and took it straight to a pickup point without trying a second time. Now I have 100kg+ packages to get on a pickup point, that won't fit into a regular car. Am I supposed to rent a van to pickup my own orders?
Thomann costumer services are useless, and say that I'm suppose to wait 10 days for the packages to go back to Thomann and order again. So the delivery that should be 5 days will take a month, if they're smart enough to actually call the company once they arrive to deliver, otherwise I'll be stuck on a loop of sending it back and ordering again.
This happened with both DHL and UPS.

Actual delivery is usually a couple of days after the date that lures you to buy. This is deliberate tactic by Thomann to influence shopping decisions, despite inability to ship within the agreed time range. In each case they did not take any responsibility nor expressed willingness to change that practice. Customer service shows passive agggresive attitude.

I SENT YOU AN EMAIL 12 HOURS AGO ABOUT YOUR OBLIGATION TO REPAIR MY FAULTY GUITAR YOU SOLD ME, YOU HAVE NOT ANSWERED ME!!!

I have already provided photos both by email and through my online account: Thomann have a 10 picture limit on their/your online facility, maybe Thomann should revise this? This is Your restriction not mine.

You sent the guitar without checking it to your own required standards, NOT my Fault. I am officially requesting you repair it, this is my right according to UK consumer Laws, DHL have mishandled the package and damaged my Guitar, it became my guitar when funds left my bank account and went to Thomann's bank account to pay for this specifically requested item, this is a transactional obligation.

You chose DHL as a courier not me, are their employees up to a required standard? are they vetted for suitability at all? Thomann failed to package and check the guitar properly. I have paid for the item, therefore I own it so I expect you to uphold your contractual obligation and repair it. Thomann are allowed to sell into the UK market to UK customers under certain trade conditions, I bought the item in good faith I expect you the Manufacturer/retailer to equally act in good faith and Honour you contractual obligations. I read the ad when it was presented for sale on your Web site and it stated it has a 3 year Warranty part of the warranty is repairing the instrument.

When I send my guitar back to you at your cost I shall expect you to repair to the standard it was made out to be in your advert when I bought it i.e. a fully functional instrument, B Stock means it has superficial marks on it that in no way impair its usability as a Guitar, therefore it's sound and it's playability are the same as that of a Brand new instrument, I also expect you to guarantee this.

Whether this guitar is no longer Manufacturered or not makes absolutely no difference to its ability to be repaired, also can you make clear about whether or not you are refusing to repair this instrument, if so on what grounds?

Also could you explain, if I were to accept a refund what would happen to the Guitar? Wouldn't it just be repaired and sold on anyway? Surely it would not be scrapped or wasted at all? Wouldn't this go against your green credentials? So I see no reason why my guitar cannot be repaired and put to good use by me, after all that's why I bought it.

I hoped that Thomann were in the business of providing products that properly function, and are of a high quality as that of what Thomann describe on its Website, NOT with parts missing, Frets buzzing, pickups loose, a high action, the intonation being out, the truss rod adjustment toot missing, likewise the Allen keys to adjust the bridge saddles are also missing etc, etc.

Can Thomann please explain to me why I should be put to any further inconvenience.

Absolutely horrific, never sent my item or refunded me, not a legitimate company. Do NOT purchase from

Sent broken guitar. Terrible customer service.
I had to argue for 1,5 months to finally get a refund.
I do not recommend anybody to buy any expensive item here.

I have bought music gear from Thomann for 20 years, starting with a Fender Stratocaster. Every purchase has been excellent, with no major issues. Sure, delivery sometimes may be a day or two late, but that is a small price to pay for good gear at very reasonable prices . Latest guitar was a Harley Benton ST modern plus. For the money, a great guitar. All good , thanks.

Very bad communication. They let us think there is customer service but this is all fake. Service phone numbers on the website are not working. Asking about this via chat doesnt help, they gave me another phone nummer but also this number is not in use. Their so called customer service is totally fake. They dont care about us paying customers. Besides that they use DHL transport company, always delays, always lies and bad communication. Last time ever I bought someting at Thomann :(

Absolutely not recommend.

Having spent thousands of euros (in the past few months alone) I won’t be buying from them again. Here’s why….

I paid full price for a lighting bar but received a b stock item. When I complained I was initially offered less than the difference.

I’ve asked them to explain how this could happen that a b stock item (had missing/broken parts) could be sent as New and they couldn’t give me a reason.

This is tantamount to fraud and I’ll be making everyone aware of this.

When you make a complaint about defective products, they do nothing but try to evade all responsibility. The customer service staff are extremely arrogant.

Update: team leaders took over following my review and provided an acceptable solution.

Terrible. Sold me an item with a known manufacturing defect, claimed that the issue was "inherent to the design", after I disputed this, they stopped communicating - I am now legally challenging this. AVOID.

"In stock" Does not mean anything for Thomann. Order is stale for DAYS (!!!). Completely useless support which responds that items are in stock and reserved and order will be processed "as soon as possible", but can't give any reasonable timeline.

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EDIT:
See their copy-paste generic reply. Unbelievable ignorance and arrogance. Information from support was that the item from my order was sent to different warehouse to take photos before sending it to me, so they suspended the whole order for almost a WEEK!

I am sitting here waiting for the second day I a row for a delivery from Thomann using DHL
DHL is literally not contactable and Thomann advised to collect the shipment from the depot which is over 30 miles away. Upon my objection they announced that it was MY CHOICE To shop with Thomann.
Listen up folks: It is YOUR CHOICE to shop with Thomann.
Where is the zero star button?
Reading through the other customer reviews it appears that Thomann is desperately trying to get rid of their long-term customers of which I am one.
I understand that Thomann has no influence of the working practices of third party logistics suppliers and will revise my review, because in my long-term experience with this company where they do have the power they do everything they can to satisfy their customers. Thank you Thomann.

Packing, shipping times, shipping costs, short answers from customer support, stupid answers from customer support, in general : care is below a level one expects from a company that claims to have 'passion' for music and musicians. While they have products in stock, getting items delvered is a challenge and after many years with tons of issues, I've decided not to order anything anymore from this store, no matter they have products in stock. Shipping costs of 30 euro within the EU for some countries, shipping times of 3 weeks or more, this is true nonsense and a total rip-off. It's about time they CHANGE their policies and become HUMAN.

Harley Benton clg650m CE VS
Recently bought from them Harley Benton clg650m CE VS acoustic all solid wood mahogany guitar. Harley Benton is in house thomann music instrument brand.
Instrument arrived day before estimated delivery date and well packed, instrument itself is beautiful and well made. I would say £299 not badly spent.
But... Guitar straight out of the box is unplayable, string buzz on lower frets and over 4mm gap on higher frets. If you don't know how to set ups acoustics - that's another £100 out of your pocket paid to your luthier. Another thing - electronics. Thomann.co.uk website states very clearly - this guitar comes with fishman Flex plus t pickup. Well it doesn't. It comes with Harley Benton branded pickup. Which is I presume generic Chinese made pick up with HB logo printed on it. I've reached thomann customer service and I've been reassured that they will come with something up to resolve situations, because I didn't want to return guitar, because I have gig soon and I don't have time to look for another guitar. I rang them today again, because they failed to get in touch with me as they promised. But this time around I've been told - my only option is to return instrument (when spent over 1 hour to set it up) for a refund. They are aware, that information about instrument on their website is misleading and incorrect and from CS advisor's tone I understood - they don't care. My advice - don't buy Harley Benton guitars - any praising reviews you will see on YouTube is most likely paid off and instrument is nowhere near what they claim it should be. Plus you will pay more for less (fishman pick up is obviously more expensive than whatever my guitar came with)

Terrible customer service, returns area nightmare. DO NOT TRUST THEM

As the Previous post said If you’re in the U.K., do not under any circumstances use Thomann. Their returns process - using DHL - is an absolute joke. As so many reviewers have said here, their customer service is shockingly awful. I wish I’d read these reviews before purchasing. Be warned.

Im owed £825 by them i sent my return with DHL and used the label they provided 2 days later was delivered to a uk address great i thought but no i still have to wait to get my refund but its been delivered but no i have to wait until it gets sent back to Thomann so now i have no way of tracking item i dont know where it is all they keep telling me is that its stuck at customs

Ive been told by them it could take 20 days to get a refund

10 days have passed and still no refund

Ive got a better idea dont use a 3rd party in the uk and just have returns ship direct to yourselves Thomann

I wont be using them ever again and i think others should think long and hard before they use them

Hello,
I have ordered guitars strings bags and will continue to order. I also have to say communication could be better especially when Thomann aak to send a video and, in my case I wasn't able to make it straight away, no feedback nothing. Once I was able to send a video nothing for days after I opened a new form they reacted. By that time I get my issue solved.
And let me tell you nothing as bad as some of you. Lost guitars etc. But I also have to say Most are courier issues and in my case a return and some euros went my way but reaction time is slow, but please consider how many cases for such a large entity fall on a day, but could be better. All of my gear arrived and did so in amazing conditions. Some tweaks were done to my preferences but when it's thomanns time to step up they did and that also has to be said/written.
Thank you Thomann
MfG
Wolf

This has been the worst online shopping experience I’ve ever had — and it cost me €699.

I ordered a guitar from Thomann on June 27th, 2025. DHL, their courier, completely mishandled the shipment. They tried to deliver on the wrong day without notice, misdirected the parcel to a Packstation where it never arrived, and then forced me to choose delivery “in front of the door” as the only remaining option.

DHL claimed they delivered the package at 12:50 PM. My girlfriend was home the entire time. Nobody rang the bell, and the package was never there. It wasn’t at the door, wasn’t at the entrance, wasn’t anywhere.

I opened a case. DHL “investigated” and said the item was delivered — but they provided zero proof. No photo. No signature. No GPS data. Nothing.

And Thomann? They washed their hands of it. “Not our responsibility,” they said. No refund. No replacement. Just complete silence after they pushed the blame onto the courier. That’s what €699 gets you.

Let me be crystal clear: Thomann does not know what customer service is. Their so-called “insurance” and “buyer protection” advertised on their website is an absolute joke. It’s marketing fluff — and when things go wrong, you’ll see how much it’s worth: nothing.

I’ve spent a lot with Thomann in the past. I’ll never give them another cent. I bought the same guitar and an amp from a local store later that week, no problems, no drama, no disappearing act.

Do yourself a favor: avoid Thomann. If anything goes wrong, you’ll be left alone, out of money, and completely ignored.