When it goes well, they're fantastic, order placed, picked, shipped and received to the UK within 7 days. They also answered my pre purchase queries straight away.However if you're in the UK and you need to return something, be prepared to wait longer than you're used to to receive any kind of outcome. The aforementioned order had an issue with a guitar which I had to return, so starts the returns process of sending pictures by email (they really should have a section on the website which links to your personal profile to do this and keep everything central) then you get returns labels and further instructions.Long story short, it was around a month before I finally received my refund. If you can afford to be without several hundred pounds (and your goods) for that amount of time then take the risk but I feel that Thomann really need to improve their overall returns procedure in order to minimise customer frustration - for a start, issue the refund when they know the export agent in the UK has posession of the thier stock. When I chased the status of my return and refund through live chat I was met with the same generic responses, when I asked for a complaint procedure I was cut off the chat before I had typed my response, then when I finally managed to get back to someone I was given the generic customer contact email, so pretty pointless.I get they are not Amazon, but they ARE Europe's largest music retailer, they can and SHOULD improve areas where others are leading (Brexit is not an excuse for the drastic difference between inbound and outbound services Thomann)That's my only real gripe with them, and I will probably still use them in future, however I would also most likely consider domestic options more favourably first, even if price is slightly higher in order to reduce the risk of issues with potential returns and refunds.
