Musikhaus Thomann Avis 11

Great Prices. Cheap Junk. Thomann has great prices because their products are junk. For American consumers, you are better off with an American company. By the time you pay shipping, duties and tariffs, it is no longer a deal. If you have a problem, you will now have to pay to ship it back. Behringer and Harley Benton are junk (two of their bigger brands). Behringer is unreliable with inferior sounds and difficult interfaces. Harley Benton guitars are noisy with bad necks. Stay away.

Customer support is not helpful: Ordered some monitor stands but one part was missing. Got in touch and they told me that they would send me the missing part. Thus I disposed of the packaging and installed one of the stands (cabling took well over an hour). Now I am told that I have to send everything back in order to get a replacement, which causes me too much trouble. A little more flexibility would result in a fantastic customer experience, which unfortunately I am denied here. How about taking the missing part out of another box and send it to me and deal with the missing part on their end? Is that too much to ask for?

Great prices, great service. What else do you need?

I've been, during three days, sending a question to customer support regarding a return. I've got no answer, only read receipts for my multiple emails.

This is not acceptable.

[edit]

Anyway, that situation was solved and I had some other successful orders and returns. They aren't that terrible.

Another annoyance is that they use Correos in Spain, and don't let you choose otherwise. Correos sucks.

I bought a Bullet Strat with H-S-S pickups by just 125 euros (free shipping) which I consider a bargain, more so when I would have had to pay 175 for the same exact model in other sites. Lucky me It had an almost 40% discount, don't know why really because it arrived and had everything on it's place, well packed, no complaints on that. lastly there's a wide range of payment options so that's another point on convenience.

I see in the comments that there seems to be a different tratment outside the EU, so they would do well to check on that, but since I'm on Spain I can only speak from within the EU, from Germany to Spain I had no problems.

Bought a couple of great value Harley Benton guitars and guitar rack from Thomann. Super easy online buying and efficient despatch and delivery with equipment in good working order upon arrival. Very happy and would definitely order again.

Terrible customer support. Not replacing defective item after just a few months from purchase. Warranty supposed to be at least 2 years...
Please save yourself and don't buy from thomann.

The prices are good, particularly for customers in the US, but the service is AWFUL. Their return policy for defective gear is that the CUSTOMER pays for return shipping. That's right, for DEFECTIVE gear returns.

This happened to me: a piece of equipment that I ordered and received defective would have cost almost as much for me to ship back to Germany as the product costs. For reference, return shipping for a 25 pound piece of equipment was right at $300.

So a cautionary tale, DO NOT order anything from Thomann that you wouldn't want to pay return shipping for.

On top of that, the support staff is completely unsympathetic and detached, hiding behind their arcane return policy (I'm looking at you, Helena Wragg).

Not planning on doing business with them again. I'm sticking with Sweetwater, where the returns are easy, free, and friendly. I'll pay the 5% more than ordering from Thomann.

I bought an Harley Benton HB35+ guitar from Thomann. It was shipped from Germany to my home in Canada, and arrived surprisingly fast—just a few days—and completely without damage of any kind.

I love my HB35+ — it's a lot of guitar for the money. It sounds great, looks lovely, and is very versatile.

I also received prompt and exceptionally good customer service from Thomann.

I had a similar bad customer service experience to the other reviewer, except it has to do with return of defective merchandise. So far, it's taken the "customer care international" group two weeks to find a way for me to return the equipment that was received defective. I'm still waiting. In the US, the seller will immediately send you an apology and a return label. With Thomann, *I* had had to get estimates for return shipping and they have yet to confirm that they will refund shipping either way. Buyer beware. The strong dollar may not be so great if you get poor service from a company that isn't up to our high customer service standards.

Meanwhile, my money is tied up with Thomann and I cannot buy another product until it's resolved. Should have bought from Sweetwater.

This is supposed to be their US or at least international store. However they fail to mention that if you buy something that has a power supply you probably will not be able to use it outside of the EU. Customer service has been down right disrespectful trying to resolve this issue.