My initial experience with ordering was actually very difficult. But that was not Thomann’s fault. Being in the US, I had to clear the purchase with my bank, after a few hours the order got placed on a Saturday. I figured it would go out Monday, but did not. The order shipped Wednesday, then UPS delays had my guitar not delivered until Monday, despite paying 89 dollars for the 2 day shipping. In between the time I ordered the guitar and it arriving, I emailed Thomann a couple times, expressing how upset I was with the experience up to that point. The representative I communicated with apologized for the inconvenience and let me know that they could refund me my freight costs if I wanted. Because I ordered an acoustic guitar, I was more worried about the environment it was sitting in, i.e extreme cold or humidity. I received the guitar and inspected it myself. It played fine but I wanted to take it to a guitar shop to have it more thoroughly inspected. The guitar shop inspected everything and told me there was no shipping damage and the set up was basically dead on minus one tweak I requested. They did grease the tuners and oil the fret board but that was not anything outside of regular maintenance. Because Thomann refunded my the freight costs, it covered the inspection/set up. I was very grateful they took care of me and my concerns as a customer first, especially since I am in the US. I figured they would be less willing to help a customer outside of their country, but I was pleasantly surprised. Harley Benton has a shop on Reverb that I can order from in the US, but they do not have as many options as Thomann. I will more than likely order another Harley Benton from Thomann in the future, I will just make sure to order a case or gigbag with my guitar. 5/5 customer service, 5/5 product.