Thomann music retailer complaints

[Jnes]

Anyone else found their customer service to be challenging and their products arriving needing adjustments? All comms feel like a copy and paste.

i spent a small fortune with them over the last year. Every bass arrived with fret issues. I get shopping and climate effect things but I have also ordered from other retailers that set up and check each product before shipping. today they have stated they will talk to the manufacturer about making sure these instruments are more carefully checked…
Anyway.. sent me ona goose chase trying to ship back a ESP LTD 87 Pbass Surveyor..none of the DHL pick up points wanted a guitar. I finally found a shop that would accept it, only to be told this morning by theor ciatomer service people that indeed they will collect from my home if that is what is preferred. looking through the comms it was never even offered, just sent a label and a dhl link..

ESP LTD surveyor: not a real expensive bass but have been keen to try one, thought i would love it but between the sharp fret sprout and the charvel style neck and oddly super heavy body decided for almost £900 I can find a way better indonesian or japanese bass. Rarely do you see a review of these.

 

[Micha84]

It always sucks to have bad experiences like that. As much as I would love to support local businesses, my experiences with Thomann have been nothing but excellent. I live in Germany, though, maybe that makes things a bit easier.

Every bass arrived with fret issues. I get shopping and climate effect things but I have also ordered from other retailers that set up and check each product before shipping. today they have stated they will talk to the manufacturer about making sure these instruments are more carefully checked…

This kind of sounds you are only talking about one modell or one brand that you ordered? If that is so, maybe the problem indeed lies with the factory and not with Thomann. Of course it would be nice if Thomann unpacked, set up and then delivered the instruments they sell, but that just isn't a realistic expectation to have. And even if they did, like you said: After delivering to another climate it is almost inevitable to need another set up or to habe fret sprout.

 

[Jnes]

It always sucks to have bad experiences like that. As much as I would love to support local businesses, my experiences with Thomann have been nothing but excellent. I live in Germany, though, maybe that makes things a bit easier.


This kind of sounds you are only talking about one modell or one brand that you ordered? If that is so, maybe the problem indeed lies with the factory and not with Thomann. Of course it would be nice if Thomann unpacked, set up and then delivered the instruments they sell, but that just isn't a realistic expectation to have. And even if they did, like you said: After delivering to another climate it is almost inevitable to need another set up or to habe fret sprout.

£3000 warwick sent without any set up and fret sprout.
£900 ESP sent without any set up and fret sprout..
lack of QC at Thomann - thats my experience. Dont get me wrong none of the retailers are great and some things are out of their control but how they communicate and handle problems differs dramatically.
Oddly GAK were really good with ordering and refunds. Guitar guitar was really good too.

 

[Chris Laarman]

Anyone else found their customer service to be challenging and their products arriving needing adjustments? All comms feel like a copy and paste.

i spent a small fortune with them over the last year. Every bass arrived with fret issues. I get shopping and climate effect things but I have also ordered from other retailers that set up and check each product before shipping. today they have stated they will talk to the manufacturer about making sure these instruments are more carefully checked…
Anyway.. sent me ona goose chase trying to ship back a ESP LTD 87 Pbass Surveyor..none of the DHL pick up points wanted a guitar. I finally found a shop that would accept it, only to be told this morning by theor ciatomer service people that indeed they will collect from my home if that is what is preferred. looking through the comms it was never even offered, just sent a label and a dhl link..

ESP LTD surveyor: not a real expensive bass but have been keen to try one, thought i would love it but between the sharp fret sprout and the charvel style neck and oddly super heavy body decided for almost £900 I can find a way better indonesian or japanese bass. Rarely do you see a review of these.

Me too, I have spent a small fortune with Thomann in 2023. For the Netherlands, Thomann defaults to UPS for their shipping.

In 2023, I have had to return two items to Thomann. One wrong item: a medium-scale P-bass instead of a short-scale, apparently due to a wrong sticker on the instrument carton. And one likely faulty item: an electric guitar with a likely faulty 3-way switch. I say "likely faulty", as I may have worsened or even caused the fault (by trying to repair it). The replacement one has the knobs touching the guitar body.

Both issues have been resolved quickly. But yes, I'm under the impression that Thomann's "customer care" is sliding. Too many new people, I'd say, and at least one person who seems poor at German, despite working for a German company and using an e-mail client in German. In itself, needing and finding more troubleshooters must be great. However, Thomann may do wise (I'm not sure!) by investing in software that ties one person to a ticket (complaint, whatever), rather than having "everybody" try to be helpful without seeing the history of that ticket. - I have seen the same confusion (matter of perception!) with Dutch vendor Bax.

Apparently, Harley Benton is a mere brand, not an organization. I remember asking Harley Benton about the strings on their B-35 bass and getting an answer regarding the strings on their HB-35 guitar. Apparently one of these customer care newbies.
(There are two rather recent videos on YouTube (in German) featuring a tour of the buildings. Part 1 features Hans Thomann, part 2 features his sister Gabi, second generation in charge. Hans does know how to play and repair certain instruments. In a New Year video message two weeks ago, the expansion of the staff is mentioned.)

On the issues having been resolved quickly: I have myself tried to do my part. For the swapping of the guitar, I had to order a second one, as I had already disposed of the packing materials (and forgotten where I had left some small stuff). The return label I had to print qualified for free-of-charge picking up of my return package. (By UPS, but in the customer care confusion I also obtained a return label for carrier PostNL.) Thomann instantly reported the reception of my return, and soon afterwards (after checking my package) crediting my credit card for the amount paid.

All in all, I must be lucky to have so few problems with both the goods and the actions of Thomann. (I have had to return one item in 2022: some accordion protection pad that didn't match my target accordion.)

 

[Jnes]

Me too, I have spent a small fortune with Thomann in 2023. For the Netherlands, Thomann defaults to UPS for their shipping.

In 2023, I have had to return two items to Thomann. One wrong item: a medium-scale P-bass instead of a short-scale, apparently due to a wrong sticker on the instrument carton. And one likely faulty item: an electric guitar with a likely faulty 3-way switch. I say "likely faulty", as I may have worsened or even caused the fault (by trying to repair it). The replacement one has the knobs touching the guitar body.

Both issues have been resolved quickly. But yes, I'm under the impression that Thomann's "customer care" is sliding. Too many new people, I'd say, and at least one person who seems poor at German, despite working for a German company and using an e-mail client in German. In itself, needing and finding more troubleshooters must be great. However, Thomann may do wise (I'm not sure!) by investing in software that ties one person to a ticket (complaint, whatever), rather than having "everybody" try to be helpful without seeing the history of that ticket. - I have seen the same confusion (matter of perception!) with Dutch vendor Bax.

Apparently, Harley Benton is a mere brand, not an organization. I remember asking Harley Benton about the strings on their B-35 bass and getting an answer regarding the strings on their HB-35 guitar. Apparently one of these customer care newbies.
(There are two rather recent videos on YouTube (in German) featuring a tour of the buildings. Part 1 features Hans Thomann, part 2 features his sister Gabi, second generation in charge. Hans does know how to play and repair certain instruments. In a New Year video message two weeks ago, the expansion of the staff is mentioned.)

On the issues having been resolved quickly: I have myself tried to do my part. For the swapping of the guitar, I had to order a second one, as I had already disposed of the packing materials (and forgotten where I had left some small stuff). The return label I had to print qualified for free-of-charge picking up of my return package. (By UPS, but in the customer care confusion I also obtained a return label for carrier PostNL.) Thomann instantly reported the reception of my return, and soon afterwards (after checking my package) crediting my credit card for the amount paid.

All in all, I must be lucky to have so few problems with both the goods and the actions of Thomann. (I have had to return one item in 2022: some accordion protection pad that didn't match my target accordion.)

They have a lot of access to stock, and i think we actually like them and wish they would do better!