Thomann Music Reviews 

Thomann use DHL in the UK, and my heart sank when I realised that. Sure enough, the last two days, I've received a notification that the item was on its way to the delivery place, and both times they sent an email saying that the store was closed. And of course, there's no way to reroute a package, or to even navigate their labyrinthine phone system to speak to a person. Having just visited and verified that the store in question has been open the whole time, I'm giving it until Monday and then I'm demanding a refund. It's unacceptable to use such a terrible delivery service when you're an e-commerce company. Avoid

I have ordered many things from Homann and had to return some because of a misfit from my part. I have never had any problems. De goods arrive on time and when applicable are reimbursed on time.

Would highly recommend orders are always packed properly and safely have been ordered many instruments and sound systems and have never been disappointed.

I beleive I was sent a defective guitar. 4-5 Issues right out of the box not including the damage outer carton! I messaged Thomann explaining the issues and included 3 pictures of the damaged carton. The next day I receive a message stating that I need to send pictures of the damaged carton( WHAT!! I did already) and pictures and video's of the other issues.
The first Issue was a horrible sound I was getting out of both the Lipstick pup and the acoustic Peizo p/u. The sound was like a Snare from a snare drum. 2nd issue was again an extremely BRITE sound out of the Lipstick even when the Bass was on full and the Treble was off!
The 3rd issue was the peizo was loose which I found was a screw not even screwed in. 4th issue, I removed the strings to fix the Pick-up and found that the low E "hole" in the bridge was not drilled correctly and it took a good 5-7 mins to force the string out and remove it. ALL obviously extremely poor QC!. I've messaged them 5 times, receiving 2 responses. The first basically asking for pictures of the carton Already sent, pictures of the Defects which I either already fixed or as in the case of the E string hole on the bridge , I couldn't ge a good picture the showed the issue. The second response "claimed " they are still waiting for pictures and videos!?!?!? Seriously? Very poor customer service which I feel could be related to the fact I'm from the USA. Tarriffs were double what an online estimator provided , I know, not their issue but between Shipping and the tariffs I paid 60% more then the guitar was priced at! They haven't even offered any assistance or the oppurtunity to return or a refund to fix the guitar here! They've only ignored me! NEVER AGAIN!!

everything about thomann is great - the range of products, the prices, the interface etc. will always recommend to fellow players

Best customer service i have had for a while

Thomann for me is the preferred music store and they customer care is always fast in answering to questions and in solving problems.

Service and ordering so simple and direct, no nonsense and guarantee promise very reassuring. Very glad I found you and discovered your long and successful family business. Refressing and becoming so rare.

I emailed Thomann on the afternoon I discovered my newly acquired Harley Benton amp had an issue - they’ve had great reviews.

I emailed about the issue. I had a response within two hours. No issues, or debating. A new item had already been shipped! I was not expected to send the other one back! This took any worry, concern or hassle (which I expected) from my purchase experience. Mind blown. Thank you.

I had an issue with 2 products that did not last well under reasonable usage. They were still under warranty and Thomann conducted a fair assessment and replaced them quickly and efficiently. Great service from them. Very well appreciated.

I caught an auction, got a cheaper, but great quality microphone and a headphone at a lower price. However, my microphone died on the fourth use. I submitted a repair request and they answered in 30 minutes via email. They sent me a brand new. I can only recommend Thomann!

Everything went wrong, from sales to support, and delivery of course. Slowest delivery in the world, narrow-minded service and hostile support. Everything changed, as Thomann is not Thomann anymore. They sent me defective used items instead of brand new ones that I payed for, they sell units claiming on stock that don't even exist, and systematically and categorically denying anything wrong on their side... Insane experience.

I ordered from Greece, 5 days after I received my package in perfect condition and very good packaging.

Outstanding customer service! They resolved my issue quickly, professionally, and beyond my expectations. Kudos to Thomann!

The only time I didn't buy from Amazon, I received a defective product, which I returned the same day. But even though it's been two weeks, still no news.
I'm sorry, but this is the first and last time. There's a reason Amazon is dominating: they give you the illusion that they put customer satisfaction first.
I still don't know if they accepted the return or not, even though I sent photos of the damage 10 minutes after picking up the package.
They're evaluating. What, I'm wondering?
They should have sent the replacement as soon as they received the package.
I would add that the package could have been packaged better and that I would not rule out damage caused by transport.
Shameful, disappointing, never again.

**Update**
After doing nothing for almost the entire past week, today I received an update stating that the package is being sent to the inspection center. They had the package for nearly a week without taking any action. They still haven't even started the checks at the partner facility.
However, the response to my Trustpilot review was instantaneous. First things first.
I am disgusted.
I just wish I could give less than one star.

The amp was initially delayed by a few weeks, then a few months, and ultimately half a year. I eventually cancelled the order. Throughout, Thomann offered no discount, apology or meaningful explanation—just occasional emails extending the delay. In the end, they offered a free mug, which felt more like an insult than compensation for such inexplicably poor service.

I have had great service from Thomann with all my buys and if I have had any queries they have been sorted out to my satisfaction. I must visit the store one day.

Undoubtedly one of the best and most reliable shops in Europe for music gear. Highly recommended!

This was my first time ordering from Thomann, and I chose to do so because the company came highly recommended by more than one person. Unfortunately, my first experience has been extremely frustrating.

I ordered a Kawai CN301 from Thomann on 9 July, but the piano arrived on 23 July with several keys in the eighth octave — C♯ through G♯ — not working. I reported the fault immediately and, after some correspondence, Thomann initially asked me to find a local repair company and obtain a repair estimate.

This proved difficult because the local piano shops I contacted only service instruments purchased through their own businesses. More importantly, Thomann advised that if I had the piano repaired locally, the repair would not be covered by their warranty. Given that the piano had arrived faulty in the first place, I was understandably uncomfortable with having a brand-new instrument repaired by a third party. I therefore requested a replacement.

The return process was then unnecessarily drawn out. I was told the transport company would contact me the day before to arrange collection, but no call came. Instead, a driver simply arrived at my house unannounced. As the piano had not been prepared for collection, the collection had to be rearranged. On the second attempt, I again wasn't contacted as promised until approximately 30 minutes before the driver arrived. Thankfully, I happened to be at home.

One of the biggest frustrations throughout this process was the complete lack of continuity in customer service. I seemed to be dealing with a different person each time I contacted Thomann, and there was little sense that anyone had ownership of the issue or had considered the history of what had already happened. I repeatedly had to explain the situation and clarify what had already been agreed. It often felt as though each new interaction was being treated as a separate issue rather than one ongoing problem with a faulty piano.

The piano was eventually collected and a replacement was sent. However, when the replacement CN301 arrived, I discovered that there was no power cord suitable for an Irish three-pin socket, meaning I couldn't use the replacement. After everything I had already gone through, this was incredibly frustrating.

From placing my order on 9 July to 25 August, it took nearly seven weeks to resolve the issue and receive a replacement with all of the components that should have been included in the first place.

I appreciate that Thomann did ultimately provide a replacement. However, when something goes wrong with a large and expensive item, the after-sales service is just as important as the initial purchase. In this case, the process was unnecessarily complicated, poorly coordinated and required far too much time and effort from me as the customer.

The individual problems might have been manageable if there had been better communication and someone taking ownership of the case. Instead, the lack of continuity meant that every stage felt like starting again, with little consideration given to the history of the issue.

It is particularly disappointing because I chose Thomann based on several strong personal recommendations and this was my first order with them. Unfortunately, the experience has not lived up to those recommendations.

For a company of Thomann's size and reputation, I expected a much smoother experience when dealing with an item that arrived faulty. I would think twice about ordering a large or expensive instrument from Thomann again, particularly if dealing with a fault requires this much time and effort from the customer.

Exceptional customer service from Thomann. I was looking for a very specific spare part for my bass, and their team not only managed to find exactly what I needed, but provided it completely free of charge. A small part, perhaps, but a big gesture that shows genuine care for the customer. This is the kind of service that earns real loyalty. Thank you, Thomann — you’ve gained a very grateful customer in Greece!