Available. Expert. Human. Speaking your language.
You’ve finally found the perfect instrument, ordered it from Thomann, and now you have a question about shipping, warranty, or returns. Like one of the six million music enthusiasts who contact Thomann Customer Service every year, you pick up the phone, send an email, or start a chat with us. But your call doesn’t end up in an anonymous call center. It reaches a small village in Bavaria. Here, our Customer Service team works every day to make sure you are completely satisfied with your shopping experience. Welcome to Treppendorf, the home of Thomann and perhaps the most extraordinary Customer Service in the music retail world.
Do you have questions about your order? Annoying automated menus like “Press one. Press two. Press three.” — not with us. You don’t need to worry if you’re not even sure yet what you want or what you need. That’s what we’re here for. Before, during, and after your purchase, our team members, like Wesley and Isabel, are here to help.
One contact for your entire musical journey
In 2021, we introduced a new standard for the DACH region: one dedicated contact person from our commercial customer service team — One Face to the Customer. Since 2025, we have extended this principle to all 15 of our languages. Whether your query is about a return, a warranty claim, a workshop appointment, or anything else, we aim to resolve it directly and completely whenever possible. No long waits, no transfers. Just simple, fast, and hassle-free service.
Our commercial customer service team works every day to deliver on our promise: maximum availability, fast response times, and a high rate of first-contact resolution. And whenever specialist advice is needed, our experts in each instrument category are still right there to support you.
Expertly trained and ready to help
Before our team members start assisting you independently, they complete 10 weeks of intensive foundational training. This is complemented by job shadowing, system updates, and practical coaching. That way, we can ensure that you always have a knowledgeable and friendly contact person at your side, whatever you need. Every enquiry is handled with professionalism, warmth, and expertise.
Because we understand what you need
At Thomann, you’re never speaking to just anyone. In Treppendorf, more than 300 Customer Service team members support our customers in over 15 native languages. Whether it’s a pianist from Spain or a brass player from Poland getting in touch, they’ll reach someone who speaks their language and shares their passion. With 80 team members dedicated to the DACH region and 220 international colleagues, we’re here to guide you on your musical journey every step of the way.
Travel through the centuries of our customer service history
A series of charming clips, inspired by popular sitcom classics, uses humor and heart to show how much happy customers mean to us. Our multilingual Customer Service team speaks more than 15 languages, but above all, it speaks the language of music. With passion, expertise, and true team spirit, we have been supporting musicians around the world for over 70 years.
You are currently viewing placeholder content from YouTube. To access the actual content, click on one of the buttons below. By clicking, you consent to the data processing listed in the privacy notice . Please note that data may be passed on to third-party providers.
More InformationSounds like your dream job?
Tell us about yourself, how you would enrich our team, and how we can spread music together!