I had saved up enough money to purchase my first Les Paul, which is supposed to be exciting. I came to Thomann as you had it “in stock”. I made the order and was told I would get the item within roughly a week. When I was advised the guitar would be turning up I stayed in and waited for the item to arrive, it did not. I checked the tracking and it told me it was attempted delivery. It was not and I was in ALL DAY. Next day, it was “Attempted” again. It was not as I asked someone else to stay in as I couldn’t afford to be off work again. This happened 3 more times and was in contact with Thomann and DHL over the space of a week. Not a great start. Got the guitar after I had to go and collect from a sorting office and there were scratches on the pick guard and neck pick up surround, these items being bolt on I assumed this would be easy, it obviously was not. I got in contact with Thomann and advised what the problem was and I was told to send in photos. Communication went back and fourth for about another week or so. Finally I was told that they would be sent out. 3 weeks to a month or so later a GIBSON pick guard and a GIBSON Tone knob was sent to me. Incorrect parts. I got back in contact with Thomann and explained the problem (which was not my fault at all yet I’m made to wait) I was told to send the guitar back. WHAT?! Send the guitar back because the BOLT ON bits were damaged. I explained that this is not acceptable as a response. Yet again, Thomann tried to send out the parts and yet again got it wrong. Eventually I was told that there would be a 3 week wait for the parts yet I was able to email Epiphone and Gibson and would have been able to obtain these parts within days. A “replacement guitar” (Thomann words, in an email to me, not mine) would be sent to me, when it arrived it had binding defects and scratches on it. When I questioned Thomann, suddenly it was to take parts off not a replacement as they had told me it was in their email in 2 seperate emails. After this I had taken the guitar to a luthier to have a set up done and was told the guitar had one of the worst bowed necks he’d seen. I spent money to get this fixed. Eventually the “replacement guitar” that was no longer the replacement, was collected. Since the beginning of getting this guitar I had been having feedback issues when plugged into an amp, I assumed it was something to do with EQ/Amp. After I had taken it to 3 different technicians, I found out that the guitars top (made of beautiful KOA) was the reason it was feed-backing so much. This was not mentioned anywhere in the sale description. This guitar cannot be used with a high gain, high volume set up making heavy rock and Metal music impossible to play (which was the primary function of my purchase). After finding this out I contacted Thomann and advised I cannot use this guitar and asked for a credit exchange for a guitar that does work for my use. Thomann agreed (finally thought the attitude towards the customer had changed). Nope, this was short lived. After I arranged to have the guitar collected (leaving me with no guitar for a show that I had lined up), I was told that they would send a courier and they would let me know 1 hour before collection, waited in ALL DAY (again) and no one showed up and no contact at all. After I contact the chat on Thomann website and explained the issues the advisor told me that the credit had been applied to my account… I thought this was unusual but seen as the horrible service I had received I thought it wasn’t impossible, then it just turns out that the service advisor just didn’t know what they were talking about (this person is here to give advice and help). Then in the afternoon of THE SAME DAY (the day I write this) I was told by another customer service agent the same thing and that I would get a refund into my account (I asked if this was possible instead of credit as the whole process is beyond a joke)… This is 2 separate people giving me this information. This chat is supposed to have staff that are experts in their field to help with purchases. I then send a frustrated email in asking for the refund to be applied instead of credit (not to mention no one had got back to me about the no show collection email I sent in the morning of that day) and they didn’t even acknowledge what I had asked instead asking if another date of collection would be acceptable?! Pushing back any opportunity I would have for a credit/cash refund even further!