BUYER BEWARE..... The absolute WORST equipment buying experience I have had in my 27 years of buying music equipment. Got the piece of equipment that was HORRIBLE packaging... was loose in the box- and rattling around. was very damaged. Received on Feb 13 was one back 2 days later after UPS came and got it. Here we are on 3/9 and still no replacement and the customer service person Alessandro was such a sarcastic (now I do appreciate a good sarcastic sense of humor but this wasn't that) person in the emails- never directly answered my questions, was insulting at times, deflected and blamed me. After almost 4 weeks says that all the units are now sold out. Alessandro brought out my inner Karen and the tone of their emails really made it sound like they enjoyed it.I would screenshot the emails (and I still might) but after they had the damaged equipment back for 3 weeks got snarky and blamed me for the fact that they hadn't sent the replacement- it really brought out my frustration. I hate that they pushed me there and by the tone of the correspondence they enjoyed it. Still never directly answered ANY question would always tell me to go back and reread the correspondence.

Not the best experience. I spent about 2.5k online since they now cover customs charges and postage. There was no real care it seems when they packaged the items and I was surprised to see there was no real damages to the items. There were a few scuffs it seems on the cymbals as it looked like they had rolled around quite abit in the massive box! To the point they were not in there clear plastic wrapping ... I had to return a cymbal that I ordered aswell, which was not a pleasant experience. I initially asked if I could just swap a cymbal for another one I wanted instead, they said no. So I just returned it, which cost me £22 to return depsite spending so much money in the first place ... customer experience needs to be improved for returns I believe. I believe because they have the statement 30 day money back guarantee, they should honoured free returns in that period too, as it it very misleading in the statement about the product being "right for you", and if its not then no problem "that's life". There is apparently a page on costs for returns which is not listed on the main returns page, so really that's the fine print ... The only good thing I can say is that they have an amazing selection of products and they do sell quality. Please just sort your packaging and returns out, especially for those who spend alot if money ... They would have had a 1 star. They only gained a star from me due to the products they offer ... shame I don't live in Germany as I'd be there all the time!

The place is amazing. Most definitely worth a visit for all music instruments. The service I received from one of the salesmen in the guitar section was excellent. After my purchase, he did a thorough check over my new guitar, lowered the strings, and also played it to make sure all electronics were working correctly. Polished it clean and put it back in the gig bag. Absolutely awesome service

They are bandits. They will make up excuses after excuses to not pay you back. Illegal activities. You provide all the material they need and they think of more hurdles to jump through. Do not buy here. Bad quality HB guitars, bad packaging and do not even know how to look for the status of a track/trace code they themselves have provided. Illegal bad business practices. Do not buy here. Be warned!!!!!

DO NOT BUY HERE. BE WARNED. They send badly packaged guitars with bad QC. They are guilty of predatory business practices and will do ANYTHING to not pay you back when you have given them mountains of photos an video as evidence. They will say you didn’t use the correct labels even though you sent them proof. They are well and truly scammers. Do not be fooled. They will do anything to not help you and not help you. They will email you until you give up with ILLEGAL excuses after excuses. They are scammers. Don’t buy here. Buy locally where they actually help you. In dutch: goedkoop=duurkoop.

Packaging of the online store has gotten worse over the years, I wouldn't trust them with anything delicate like a musical instrument or electronics. Once something goes missing or is damaged, you are at the mercy of the customer service. For a musical instrument store to fail at shipment is very bad.. even my catfood order has better shipment.

I know this shop for over 10 years. It used to be a good place to shop, both online and offline. However, as time went by it turned into a typical heartless sweatshop that doesn't much care about quality of the products and/or services. Their packaging standars have been getting worse and worse and nowadays it is unfortunately not safe to order any delicate product, like a guitar, because it is likely to be handled like a sack of potatoes. Another drawback is that, unlike in the past, one cannot visit the store in person to choose the right instrument--one has either to take a piece from the showroom or make a blind purchase of an unseen piece right from the storehouse. To my regret, I do not recommend this shop anymore and suggest that one should better support a local music dealer instead. Please have a look at how a semi-hollow guitar is packed (btw, it was damaged).

Not at all happy with their service. Once the item is delivered you will feel like you ended up buying used item in price of new one. Poor packaging and shipment, customer support

You order a product. You open the box. It arrives broken but they do not give the money back or change it for a proper one...But don't worry, after they check the pictures I send they offered me a 10 euros ticket discount when I spent 300... Fraud

Thomann is a good internet seller (very happy with their service in the past), but the visit to the store - for which we travelled hundreds of kilometers- was a big disappointment. The Corona measures have been implemented to the extreme, which means, for instance, that you need a different pass for each department that you want to visit. And you cannot get more than one pass at the same time. Also, you cannot just wander around, but you have to follow the designated routes. Even more disappointing was that all "nice" instruments are either locked between glass or in locked up rooms or hanging high on the walls; you want to try anything of those, you need a sales person to come with you. That may work if you know exactly what you want to buy, but the fun of "browsing" has been taken away completely. The personnel is not unfriendly, but not very much interested either; another factor which makes you feel less than welcome. We had planned on a one day visit, but we were out in an hour. Shame.

Terrible order management and poor customer service. First they sold the guitar as being available within 2-3 weeks. After confirming the purchase, it took nearly 3 months for it to arrive - they claimed delays from the brand, wich is fine except you are willingly lying on your shop then. Repeatedly I checked their website during the wait time, and it indicated the same (2-3 weeks to ship the guitar). Dodgy as hell. Second, the guitar once arrived had a terrible setup/tuning issues (not staying in tune for 2 days) I sent it back after a while and they claimed the smudges/dirtyness on the body and semi-old strings (2 months old) were affecting it, clearly not interested in supporting a customer. The issue understandably has more to do with the brand (PRS) but I bought it from Thomann - they should be responsible for dealing with brands when their products are causing issues, not me, at least not so soon after buying it. Eventually they ignored me after I asked I would even pay for a setup, just to nail down what was causing the issue (since they had the guitar) and just sent the guitar back. Frustrating experience from a first time, the only time, customer.

I absolutely love this place! It's Disneyland for musicians. The staff is really nice and helpful, they speak English too. I just took my time, explored as many guitars as I wanted using one of many special stands in a comfortable and thoughtful atmosphere. I tried almost all the guitars I ever wanted to try and after a couple of days placed an online order of my dream totally assured it's right. Thanks Thomann for making this real!

I made the mistake to order a speaker on March 2022. End of July the speaker stopped working. I sent it for service, they replaced the battery and they returned the speaker with broken bluetooth! I sent again the speaker, and still waiting for information (15 Sept) I needed the product for my summer job.. so I was forced to buy a new speaker from other store of course..

Received a msg yesterday, I had waited a whole day ,no one came . Another delivery msg today ,I couldn’t wait a whole day for that ,left my wife home to wait ,when it’s coming driver won’t help to move it in the property (it is raining outside) and said he is disabled.what a joke? Bad services even seen

Huge place, it was a great pleasure to be there. The staff was very polite and helpful. I got to play with a lot of guitars. For your convience, if you wish to play with a specific instrument, I suggest you to contact the store before the visit. This will cut back the waiting time until the instrument arrives to the store from the warehouse.

Sent an audio interface into service for different issues. Got it back after two months of waiting with severe cosmetic damage and filthy. The response to my complaint was that since it's functional, I can either send it back for further "inspection" (which probably means another 2 months of waiting, since they don't have priority procedures) or get a 35 euro coupon / refund. Absolutely dumb. I can't have my workhorse missing for another 2 months for something that it's not my fault. The long communication with customer care was robotic and lacking in understanding. Stay away from the shop if you're not willing to go through the hassle of being faced with issues like this.

It was an EXPERIENCE! Quality, variety and great service!

My favorite music store. Great staff and you always feel welcome. If you are going to check the entire store you need at least a day. This place has everything and of course Harley Benton guitars!

Love the place. I bought a few instrumets there in person and had a few delivery orders, everything went perfect. You can freely try out any instrument you like, if it's not in the shop, they'll get it from the warehouse for you no problem. The staff is very very helpful and knowledgeable and ready to assist you. They also have a restaurant with very good prices and good food.

Heaven for musicians. There is so many options for every single instrument. I praise the great employees working there. They let you test out any instrument you would like. Overall great coorporation with the customers and an awesome experience. We were amazed and delighted at the sight and will definetly visit again.

If you're a musician then take a trip to this place!! You can spend an afternoon just looking around the myriad of musical instruments. There's something for everyone here and the staff are extremely helpful and knowledgeable, they speak English too.

We had great service in the guitar department, my son got his first electric guitar and my daughter a bass. We received very professional and practical advice on what to buy (and what not to buy). Totally awesome!

Made an online purchase, was one of the best experiences in my life. Super convenient website with different languages, delivery was fast. Unfortunately I needed to return the goods and the return process was also very smooth.

Many e-drum and acoustic drum kits are available to try out. There are also many cymbals, but it's better to check with them in advance if you need some particular model.

Beautiful and hugs store with thousands of quality instruments. Friendly and kind people that can give you good advice. My intention was to buy a Yamaha but when I tried Harley Benton from the same price range, I've changed my mind. Thank you for a great service and keep up the good work!

Hi. I bought the wrong item. Its was sent back right away, and now 6 weeks later, i still havnt got any refound. The send out items fast, but if you have any problem with them, they make it realy hard to get your money back. Like i said. I never recived the parcel, i just told PostNord delivery, that it was a wrong order, so they sent it back. Depending on who i talk to on email, i have different messages. Some say they have recived it, and have back in the store, but others say its tracked in custom... 6 weeks.. And they have number and everything.. Realy sad.. Great store, but wurste customer service i have seen in a long time !

Made many orders from Thomann and I am now one very disappointed customer. They take 0 responsibility on missed or delayed deliveries, they don't answer emails and couldn't care less. I have spent thousands of EUR, so I wonder who they really care about!

I have been shopping at this store for more than a decade and it's been a great experience. The store has one of the largest offerings in Europe and most items are available in stock. The prices are very competitive and the web portal and customer service channels are actually quite accommodating. When I'm shopping for something specific, the staff is available over chat (there is a phone number but I have not tried that so far) to help me find what I'm looking for or to look for particular specifications. The store also offers discounts and deals on some B-products, so it's worth checking out what's available before making a purchase. The store also offers free shipping to several EU countries on orders that are over a certain amount, which is typically met if you buy even a single item (unless it is something very small like a cable or pick, in which case it is better to add those to your wishlist and save up until you have a larger order amount at a later point in time). I've tried their return option once, and with success, which somewhat gives assurance and makes it very easy to shop online, as you don't have to worry about any additional costs and you can return items that don't meet your expectations. Overall, this store has been a great experience for me and it has earned my loyalty over the past decade. Their competitor Music Store is also rather good, and is as competitive, and has a store that is physically located even closer to Belgium (recommended visit) but Thomann's web portal is more organised and the search function works better, which makes it a preferred choice for online purchases.

Amazing in all the ways. Have a free day to spend. Is worth visiting as touristic attraction.

I've been buying instruments online in this shop for years. I never had an issue. The few times when I had to send something back, I could do it without a problem. Always new stuff, quick delivery, and great prices. Today I finally visited the shop, and it was fantastic. Lots of instruments ready to try and a very nice and helpful staff.

I haven’t ordered an instrument, but guitar strings, capos and tools few times. Very fast delivery and once I ordered something they didn’t have in stock (I knew when I ordered) they promptly informed me my delivery’s status. So far very happy with them,

I'm impressed. If you are musician and around Nuremberg, you have to pop in. One of the biggest music shop in the middle of nowhere.

This is the worst online music store I have ever used and will never use them again! I ordered a Harley Benton V212 last week, when it arrived the delivery driver dropped the cabinet off the truck onto the street. the Driver said it was not his fault that the handles on the box ripped and caused him to drop my amplifier cabinet. I was able to verify that the handles had indeed ripped away causing him to drop the box. The box my cabinet was shipped in had no packaging materials at all to protect the cabinet from damage during shipping not even bubble wrap. Thomann sent my package in a cheap low quality package that ripped when the driver tried to pick it up. Now Thoman is refusing to refund my money and take the cabinet back. Thoman is saying the driver caused the damage and UPS has to refund the money I paid. Thomann shipped my order with sub quality packing and now blaming UPS for the damage caused by low quality packaging. Thoman has told me it is not their issue, I need to go to UPS to get my money back. Absolutely worst customer service I have ever had from an online music store. THANK YOU FOR RIPPING ME OFF!!!!!!!!!!!!!!!!!!!!!!! F U THOMANN !!

Have stuff shipped ti kuwait 3 times now. Never had any issues. Just ordered a guitar, a cabin and a footswitch. Paid 1600 usd. Hopefully this one will to go smoothly.

I had a guitar shipped to the US and it was here in 4 days. It arrived in perfect condition and is everything I could ask of it. Their service is outstanding and follow up and communication was perfect. Thank you Thomann Music!

Ordered a guitar, a tuner and a strap and chose for an express, next day delivery option that cost me €27,42. However Thomann printed my adress on a label so small that some numbers of my adress didn't fit and as such the package was not delivered on time. I spend an entire day waiting at home for a package that didn't arrive due to such a silly mistake. After I asked for it I got a voucher as compensation.

Maybe online store is good enough, but what? I ordered a guitar in May 2021, indicated delivery time was "with in 2-3 weeks" Now it is November 2021, no delivery, no money back. I have already 5 templates with a delay notice, one a month. When I wrote an angry letter, they stopped responding me. I've never seen anything like that in my life.

Nice online store, but with unmanaged parcel sending you can expect that they give missing delivery details to delivery companies. in my situation "thankfully" they gave just my name and postal code to DHL!! and when I send them, the answer was no no we did give your address .. now I need to take a taxi to post office and back and wish that instruments are handed gently :-(