Musikhaus Thomann e. K.

I have been a highly loyal customer to Thomann over the years, having purchased 4 Saxophones, a 2/4 Violin, and numerous high-value accessories. As a Technical Manager for a German enterprise, I always placed absolute trust in Thomann's professionalism. Until now.

I recently ordered a Gewa Germania 11 Berlin Antique Violin (a premium, handcrafted instrument made in Germany). When the shipment arrived in Vietnam, I was shocked. The instrument was completely ruined: the neck/fingerboard was completely snapped off and detached from the body.

The technical root cause is undeniable: Appalling internal packaging negligence by Thomann's warehouse. The white product box arrived entirely pristine and un-dented, proving the international carrier handled it safely. However, Thomann packed this fragile, premium wooden instrument inside with ZERO padding, bubble wrap, or structural support. It was left loose to rattle and break under normal transit vibrations.

What is even worse is Thomann's Customer Service response. When I explained that as an individual retail buyer in Vietnam, local customs regulations and UPS policies make it logistically and legally impossible to execute an outbound international export return for musical instruments without corporate commercial licenses, they simply ignored me. They copy-pasted automated policy templates, refusing to take internal accountability and forcing 100% of the financial and legal risk onto the victim.

They literally broke the instrument in their own warehouse, yet expect an international customer to navigate a bureaucratic nightmare to send the damaged item back before considering a refund.

Thomann has officially lost a high-value customer. If you are an international buyer outside the EU, beware: if their warehouse staff destroys your item through negligence, you will be left stranded with a broken product and zero realistic support.
Order Reference: *******. *******

I had an issue with an instrument that I ordered, and Thomann was very thorough in helping me. They gave me a lot of options, I chose the one that suited me best and we fixed the problem.

They were very helpful and fast to reply. Needless to say, I'll be buying from them again. They're the best retailer in Europe, and possibly the whole world as well.

My package got lost. Customer service did nothing, and they lie to the customers.
Now, instead of supporting, they just reply to my emails with an automated text.

I bought a Clavia Nord Stage 4 88 in january 2024 and I have had to return it 3 times so far to be repaired. They have the worst customer service that I have ever encountered. Terrible communication and very very slow to return back to me. I have not played it for nearly 4 months.

Caveat Emptor

UK buyers beware. Although prices seem good value, when there is an issue and something has to be returned then it can turn into a nightmare. I bought a Marshall JVM combo through Thomann and it developed a fault on the board - confirmed by an amp tech here in the UK. It took nearly 3 months to get Thomann to accept a return and when they arranged a courier to collect it they had to ask me after if it had actually been collected. I supplied them with a photograph of the courier scanning the return label. There didn't seem to be any integrated information with the courier. They then said it could take up to 20 working days (a month) for it to arrive at their warehouse. I waited the 20 working days without any update only to be told after that in fact it had been lost in transit somewhere and they didn't know where it was. They would raise an investigation with the courier company and then revert back to me with a resolution. I'm still waiting for that resolution which they have already said won't involve a replacement. So in summary, they don't know where my Marshall is, they won't replace it, they have the money and I've been without an amp since February. Buyers beware.

My first order was in 2022, when I got a Korg L380U piano. My initial hesitation and concerns fully fade away when this large and heavy instrument was delivered to Armenia in perfect condition. In 2024, I made two other orders including 2 guitars, 2 modeling amps and accessories, all in good packaging and in the quality as advertized. I'm blowed away by the excellence of my HB guitars - TE-62DB and SC 550ii!

The only issue I had was a factory defect with the PG Spark Go amp in my last order. It failed to shift stereo/mono in the app and the phone socket only had mono output. Thomann's customer support helped me greately with the warranty related investigation process. As the return shipment from Armenia would be quite costly, they just offered me to keep the defective and shipped another one, new and fully functional. What a great example of an awsome customer care and support!

So I placed and order for a guitar about 6 weeks ago, it never got here so I check my CC if it was charged, it was and refunded since they never bothered to inform me if was not available I bought another one else where now out of the blue the charge my card and ship it! I told them on thank you I got one elsewhere they told me tough luck there is a $217 fee to return it. If you what a guitar whenever they are good and are ready on their terms to ship you one these, then theses are your guys, you'll get it when they are ready and not before. They won't even bother to inform you if or when it will get here. Do yourself a favor if you must have one buy it from amazon or another sell who at the least acts like they care about the customer.

I bought a brand new drum kit from Thomann, which arrived within the estimated timeframe. Upon inspection however, the drum kit was damaged, and I contacted Thomann to report it. The returns policy quoted in response is clearly designed to deter customers from returning faulty goods. I was asked to take the drum kit (which I explained would not fit into my car) to a drop-off point, after which I was told shipping would take 15 working days. Only after the item is inspected will Thomann even consider shipping a replacement. I explained that this was not acceptable, as I needed a drum kit for use very soon. Despite my request, Thomann are not prepared to ship a replacement as quickly as they were able to ship the drum kit when I first bought it, or arrange for collection of the damaged drum kit. I therefore have had a damaged drum kit that I have not been able to use, sat in its original packaging, for two weeks. Evidently, Thomann are happy to take your money, but treat you as an inconvenience once they have it. I have used Thomann in the past, and have otherwise had a positive experience, but I will never be using Thomann again.

Scammed me unfortunately. Bought an 18" subwoofer, failed after 5 uses, got a new on warranty. Two months later they come back requiring me to send the speaker back because I according to them have overloaded the subwoofer. Rejected this because I do not have the amps to overload the spec, the previous speaker lasted 5 years with half the rated power AND the replacement speaker has been playing fine in the same setup for two months now. Have asked how they explain this, only comment I get back is that their verdict stays, no comments on my comments at all. Stay away from Thomann and Eminence loudspeaker company, scammers!

The best online store ever, best prices, best equipment, best brands available, fast delivery, etc.
I bought my first equipment that started my career in music producing and i've been going great

Easy website to navigate, great product selection, brilliant communication. I received my ibanez guitar, case and stand today and I love it. Thanks from the UK.

Hi guys
> Guitar arrived today all in one piece,
> Over the moon with what I got for my budget.
> Please don't be offended by my comment
> I have an OCD disorder and that plastic covering the pick ups is so difficult to remove
> This is not a complaint just an opinion from a pensioner
> So all in all for the money I have a lovely guitar
> Thank you all
> Regards Nigel
>

Horrible Customer service. It often takes between 2-6 days for them to respond to my e-mails.
I decided to use my 30-Day Money-Back Guarantee and sent a guitar for return 5 weeks ago.
The parcel has now been stuck in customs for over a month, and still remains there.
Thomann estimates the whole return process to take only 15 days, but who knows how long this will take.

Customer service responds with "we're in contact with the transport company", but fails to give me any idea of what's going on, or how long this will take.
They are not resolutive at all.

I will post more on how things will turn out, but honestly, I'll be glad if I get my money back.

First and last time I'll order from Thomann.

The team of customer support and online experts is priceless, they suggest you what you should use as per your choice of gear and accessories, feels like a family member not letting you splurge extra $$$ just for fun

Ordered Monday morning US time, Evening Germany time. Guitar order processed within the hour. Shipped and tracking started Tuesday US time. Arrived Friday Afternoon to Minnesota USA. Outer box did get a little beat up. Slightly oversized for the smaller guitar box inside; so anything placed on top of it will squish the cardboard a lot. Inner guitar box was cushioned with crumpled paper. Guitar-box had foam inside its box on headstock and butt of the body, and a soft mesh bag inside a plastic bag with a bunch of desiccant packets to absorb any stray moisture during shipping. Looks equivalent to any guitar off the shelves from a local music store. No additional tariffs for importing, Everything from Thomann website was it's final price. (Final price was under 800 USD which then might apply import tariff/taxes of 5.0%~5.4% for 9207.9010~.9040 "Musical instruments Other" ~ "Fretted stringed instruments")

I thing it's the best communicate, shipping and deal service I ever had. The reaction time from my order to shipping was unbelievable fast!
Thank you so much!

Had the amp I wanted at the best price.its my birthday so why not! Easy purchase and it will be here quick.