Musikhaus Thomann is a German-based retailer of musical instruments, studio, lighting, and pro-audio equipment.
United KingdomI had issues with this company, and over the phone costumer service wasn't helpful at all. But after switching to email conversation issues has been addressed to satisfactory level. Not all lost with them yet. Just remembered - when you buy from them and you aren't happy with something - you have 30 days to return your item.
United KingdomI wish I could give zero or minus stars for the customer 'service'. You know it's a bad sign if the main thing a company says on a call that ends up costing you more than £3 is that "we are not responsible for the courier". It's been two weeks since my delivery and DHL have been shuttling my package between an apparently defunct ServicePoint and the depot, with no way for me to contact DHL as the original tracking link is no longer working. Thomann have not replied to emails. Thomann's attitude? "Well YOU chose that ServicePoint" EDIT after Thomann's reply. - only replying to my emails to Thomann two days later, after I post a public revie, is not "aiming to resolve problems as quickly as possible" - Your reply shows more of the same attitude. Thomann are my contractual partner and you are responsible for getting the goods to me. DHL is your contractual partner. - Communication with the courier was not "difficult" but is impossible, since they do not reply to 3 customer service requests and 1 phone call is disconnected in the wait loop. The tracking link that lets me choose a service point, pretty much a given for any courier today, is still not working. - It has been two weeks since I ordered the goods.
United KingdomI had not realized that this UK satellite of the German company was based in Germany. Don't know if I had known I would have used. I ordered Saturday and by Wednesday the order status had not changed. I emailed customer service and received a professional reply advising that it has been dispatched but will be invisible till it hits UK customs and may take up to 7 days. I was provided with a tracking number DHL. I think we have all been spoiled by the next day delivery services we expect today. The order arrived unannounced on Monday. Well packaged safe and sound. When you're at the mercy of UK customs and exiles and our couriers, I feel Thomman did well. I would use this company again.
United KingdomI won't order from Thomann twice. Note that thomann.co.uk is the same as thomann.de, you'll notice the reviews outside Germany are poor yet it's the same company. Hence I've also posted this review to Google Maps. I wanted some cork pads for violin rests - a very small item that costs £7 with just one delivery option of £10 (it *could* be sent in a plain envelope with normal letter postage). Anyway, that's not the issue, Thomann like many awful online sellers, sends out items even *after* you try to cancel, then places the burden on the customer to sort things out. Here's my timeline of emails: * 12 Sept 2025, 21:54, placed the order using PayPal, received a confirmation email with no order number or reference of any kind, not even telling me what I ordered. * 12 Sept 2025, 22:48, sent them an email to cancel the order, all I could tell them is what I ordered with my name - and email address implicit. * 13 Sept 2025, 08:06, Thomann replied saying there was no order in their system. * 13 Sept 2025, 08:45, I received official confirmation of my order with an order number. * 13 Sept 2025, 10:26, I replied to Thomann providing the order number I wished to cancel. * 13 Sept 2025, 10:33, Thomann replied stating it was too late to cancel. * 13 Sept 2025, 11:26, I received dispatch information. I really don't see why I should pay for this, their shop is big, but not a huge industrial complex preventing them from locating or stopping an order. Edit: in response to what they said below about calling instead of emailing, the timeline speaks for itself. They replied to my email promptly and are not understanding what they got wrong - it's typical corporate gaslighting. Few companies ever admit their mistakes: 1. No order number allocated at the time I placed my order. 2. By emailing I provided my email address, name and product reference - much easier than trying to spell it out over a phone call. 3. What difference would it have made it I'd called? Well, a. I wouldn't have any proof and b. their answer would have been the same whichever way I'd contacted them - I already documented it, it's gaslighting. I'm glad Thomann is doing well in Germany. I do not recommend it for UK based customers when better alternatives exist with proper web sites that work 24/7 such as gear4music. In this case I was looking for a very niche item that only Thomann had. Next time I'll make do with what's available elsewhere. My mistake.
