Review Time
Response to Thomann's reply to my review.
First... OK, thank you for taking the time, however you are confusing the issue.
I can understand and accept your right to reject an estimate, even if the cost is reasonable and valid, this your discretion... no argument.
The point was/is... Thomann asked for the estimate to be undertaken under the suggestion it would enable a "swift and hazzle-free" solution, yes that would have been nice, however as the estimate was rejected by Thomann i then asked Thomann to reimburse the costs incurred to obtain the ESTIMATE which Thomann requested be submitted.
Your suggestion in your reply to my review that I do not understand or accept an estimate is not the issue or questioned, the issue is Thomann putting the customer to additional expense for no eventual and reasonable outcome and then refusing to cover incurred costs.
At the end of November, I purchased two guitar pedals. Both pedals arrived with major faults, which subsequently caused significant damage to my GigRig loop switcher. I cooperated with Thomann every step of the way - I sent video evidence of the faults and the damage, and I returned the items as instructed for their "specialists" to perform tests on. Over two months later, I finally got a response to say no faults were found and they would be putting the pedals back on sale!! I literally have video evidence of the faults, but they still deny this. Unfortunately, Thomann have not reciprocated the cooperation. I requested video evidence of their "tests" to prove the validity of their claims, and also asked for clarification on why the pedals were not returned to me if they were in perfect working condition, as they claim. No response. I have since referred this to Citizens Advice and subsequently reported to Trading Standards as the pedals were not safe to use and caused damage to other property, which Thomann are refusing to compensate me for. I have all the evidence stacked in my favour with ZERO evidence from Thomann. Unfortunately, if Thomann fails to respond, this will eventually go to mediation, and I will be seeking more than just repair fees.
I am very dissatisfied with my experience with the company. My order was placed on 04/12/2025. The initial shipment was lost, and when a replacement was sent, it followed the same problematic route, ending up with a local courier that had previously failed. What frustrated me the most was not just the delivery failure, but how the company handled the situation: I kept receiving generic, automated email replies that didn’t address the real issue. There were significant delays between responses, despite the urgency of the matter. I had to reach out to the courier myself to find out what was happening. The company never took proactive steps to assist me. I felt abandoned in a situation that was clearly not my fault. At no point did I feel like a valued customer. Everything could have been managed more swiftly and professionally, especially for such a large and recognized entity. After a month and a half of delays and uncertainty, my order was finally canceled on 20/01/2026, and only then did they initiate a refund. This experience has severely shaken my trust in the company. I will not be ordering from them again, and I strongly recommend others reconsider if they need reliable international delivery and effective customer support.
Avoid this seller - returns are a nightmare. I ordered a guitar on December 26th, and while I expected delays due to the holiday season, it arrived broken. I requested a return on January 3rd, and after a week of back-and-forth emails requesting proof of damage, we scheduled a pickup for January 16th. I waited all day, but no one showed up. After reporting this, I received a response on January 19th asking me to confirm the pickup, despite having already informed them it hadn't occurred. I'm left in the dark about how long it will take to get my money back. I won't be purchasing from this seller again and can't recommend them either.
After being a loyal customer for many years, my recent orders totaling over €5,000 have been very disappointing. The shipments were managed by a courier service, but they never arrived at my address, forcing me to pursue them myself. Additionally, my emails went largely unanswered. I am genuinely upset by the decline in service quality. I hope the company addresses these concerns and restores their former reliability.
They provide exceptional customer service that truly exceeds what you'll find at most retailers. I encountered a minor issue with an amp I ordered that didn't work with my setup initially, but they quickly resolved it with items they covered, allowing me to have a fantastic live rig.
I tracked prices on other platforms for the 'Boss GT-1 Guitar Multi-FX Pedal' during Black Friday. MusicStore inflated their prices while claiming discounts, and Amazon offered no discounts at all. However, Thomann had a genuine sale, providing real discounts. I saved 36 Euros off the original price. I'm thrilled that Thomann was honest in their sales.
Having been a loyal customer for years, my recent orders exceeding €5,000 have left me profoundly disappointed. The deliveries were handled by a courier service, but they never arrived, forcing me to chase after them. Additionally, my emails often went unanswered. I'm truly saddened by the decline in service quality. I hope the company takes these issues seriously and returns to their previous reliability.
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