Temporary shipping delay

Temporary shipping delay

++++++++++  UPDATE  +++++++++++

Wednesday. September 20, 2017, 11:00 am

Dear customers,

We can see the light at the end of the tunnel: Unfortunately we still cannot give you an “all systems go”. All of the storage areas are fully functional and there are very few breakdowns at the facility, so in the last few days many older orders could be sent

Currently we are still delayed by 5 to 7 days, but we are catching up and hope that the anguish will soon be over. Again, thank you for your patience.

Your Thomann Team ❤

 


Thursday, September 14, 2017, 2:00 pm 

Dear customers,

At the moment you can expect a dispatch delay of approx. 7 – 10 days for new orders.

Existing orders can be processed faster (with a delay of approx. 4 – 6 days). Unfortunately, as many older and larger orders have also accumulated, we have to take care of them before we can send new orders.

Our system is now stable and we are working practically round the clock to catch up and get back to our usual fast shipping times. Thanks again for your patience, for the many encouraging words and the great support.

You are simply the best customers in the world!

Your Thomann Team

 


Monday, September 11, 2017, 4:00 pm

Dear customers,

Please note: at the moment you can expect a shipment delay of at least 4 to 5 days.

The good news: we can ensure stability in parts of the system, and it is possible that customers will receive their delivery as before. This is especially so with smaller orders, and the goods will arrive within the usual Thomann delivery times. Ultimately, every individual order is different, which is why we can not guarantee the usual delivery times for every order.

We thank you for your patience and deeply apologize to each and every one of you.

We’re finally seeing the light at the end of the tunnel and our colleagues in the dispatch center are working full force, so that you will receive your ordered goods as soon as possible.

♥️ Your Thomann Team

 


Friday, September 8, 2017, 10:00 am

Dear customers,

Currently you must expect a delivery delay of at least 4 to 5 days.

Important: The waiting time differs from order to order since different parameters, such as number of items, storage location etc, play a role. According to the “First In, First Out” we are trying to process orders chronologically, but this is not always possible.

Our team is working with full commitment and is doing its best to solve the problem as quickly as possible. As soon as there is news, we will inform you here. A huge sorry from us for the inconvenience to each and every one of you waiting for your order.

We have received many kind words – thank you again for your patience and understanding.

♥️ Your Thomann crew

 


Monday, September 4, 2017, 3:00 pm

Dear customers,
Currently a delay of 5 to 6 days is expected.
In individual cases, it may be possible that the shipping of the order is delayed even longer if, for example, many different products have been ordered. For this reason “simple” orders (or single product ones) can be sent faster.

The shipping of a purchase order depends, among other things, on the number of items and the storage location of the items. Therefore, a general statement is unfortunately difficult. But we have good news to report: We are making progress, we are progressing, albeit little by little.

Our team is doing the best and is working hard to get your order in your hands as soon as possible. We understand that many of you are disappointed and frustrated, and unfortunately we can only ask for comprehension at this point and say that we are infinitely sorry.

Sincerely Yours,
The Thomann Team

 


Friday, September 1, 2017, 12:15 pm

Update on the current situation regarding our dispatch center: while the system is running relatively stable at the moment, it isn’t reaching its usual performance yet. This means that there will be a delivery delay of several days. Unfortunately, we are not able to give an exact indication of the actual delay time for each individual order. We are sincerely sorry for the inconvenience! Our colleagues in the logistics department are doing their utmost best to ship your orders as quickly as possible!

We will keep you updated!

 


Tuesday, August 29, 2017, 2:00 pm

In order to improve our workflow and adequate our software and monitoring tools for the next big change, a few updates have been rolled out during the last weekend.

Unfortunately, something went wrong… 🙄😟

Since Saturday we are running at no more than 20% of our total performance load and had several failures with the logistics software, hardware and moving parts. This was obviously not planned, nor could we imagine this and we had no sign of it coming. To make it very short: we are INFINITELY sorry for all our customers affected by this.

Our team is working non-stop since Saturday, doing its best to fix this problem as soon as possible and start to ship out orders at the usual super speed we’ve known for.

We have always been honest and transparent and we won’t hide numbers and figures : our back order consists of over 25.000 orders. What does this mean? That we can’t guarantee that the next orders will ship before 2-3 days.

If you want to order something that you don’t need urgently, please consider to wait and order after we will clear our situation.

If you need a software product, visit our Download Store – ready to deliver and filled with over 1000 software titles for direct download to your computer.

If you currently have an open order with us and are worried about it: worry not. We are very sorry for the inconvenience and guarantee that we will do our very best to ship your goods as soon as possible. Ultimately, we will roll out updates to our customers to inform you on the real-time situation as our team works to fix this up.

Keep your fingers crossed with us as we do whatever it takes to solve this problem and return to our well-known buttery smooth workflow.

Rock’n’Roll! 🤘
Your Thomann Team

Author’s gravatar
Lawrence started playing the electric guitar because of his passion for rock music. Back in the day he played in a metal band, but now plays more for himself.

69 comments

    please can you give me an update on Order from 29.08.2017
    Order from 29.08.2017
    order #: 201735.657184 as i need this by Friday 8/9/17as it is for a wedding please can you help

    Jan, we are terrible sorry about the delay and we hope that it arrives before the wedding ceremony!! Great news, your order has been shipped. You can track your order in your customer login centre or contact the hotline at international@thomann.de (+49-9546-9223-55). All the best //Joe

    I can understand but actually it’s a very big problem as our orders are since +3 weeks now and I have an event on 7-9 Sept, this order (201733.530723) was purposely for this and now we are in a difficult situation due to this delay!!!
    Kindly advise please.
    Thanks

    Hello Kervin, we are terrible sorry about this. Please track your order on your customer login centre or contact the hotline directly at +49-9546-9223-55 or email international@thomann.de. Hope it arrives soon! //Joe

    jan bogdiukiewicz – jestes typowym nosaczem polakiem. Zamiast zamowic w Polsce i miec na czas to nieee musiales kupic u szkopa bo 5 zl taniej. Dobrze Ci tak skmlajacy robaku .

    Sorry guys but you are lying and BIG!
    5-6 days? If it was only 5-6 days people would not complain about it. You know it´s much more and the worst part is that you don´t know what to do, how to solve the problem and when you will be able to send the products to customers.
    You guys think a 20€ voucher will compensate customers for this BIG lie? You got BIG and forgot when you were small and you had respect.
    Really disappointed with you.

    Hello Nuno, we are really trying our best and it’s hard to gauge delay time because every order is different. We are really very sorry! If your order has not arrived yet please contact the hotline at +49-9546-9223-55 or international@thomann.de. Best //Joe

    > Please use a sober language…. Thanks!

    Just placed my first order ever with thomann this sunday.
    Sucks you’re having technical difficulties now..
    I’m really impatient for the new guitar I ordered 🙂
    Good luck ! I hope to recieve my order asap..

    Thanks !

    Hi David, we hope it arrives very soon and that you can rock out ASAP. Our sincerest apologies for the delay! Track your order in your customer login area on the Thomann site! Best //Joe

    Sorry to hear of your software problems. I am sure you are doing what you can to fix this bug. I have had excellent service from thomann.de in the past and I am sure that will continue once you pass this hurdle.

    Thanks for your understanding Magnus! It really soothes us during this difficult period. All the best. //Joe

    Ordered many things from Thoman always had excellent service sorry to hear the new system has glitches however it was made clear before ordering so 10 out of 10 for that and will continue to order when needed.

    Thanks for being a loyal customer Steve, this problem should be cleared up in no time. Take care. //Joe

    Thomann ist der zuverlässigste Versandhandel, den man sich vorstellen kann. Und das seit vielen vielen Jahren.

    Jeder, der wie ich mal in der Logistikschiene tätig war, kann sich vorstellen, unter welchem massiven Stress jeder aus Technik/Edi bei Thomann rund um die Uhr versucht, das Ding wieder ans Laufen zu bekommen.

    Also bleibt alle mal cool, eine verspätete Auslieferung bestellter Artikel ist ärgerlich – mehr aber auch nicht

    Thanks for understanding the situation from your experience Christoph, and for sharing it! Much appreciated! //Joe

    I know this is probably an embarassing situation for your company but I mean I would love you to be a bit more open on things an send a email on where my stuff is. And the 10€ you gave me wont buy shit, not even a new set of string considering I have to pay 5€ for delivery. I know this is hard, but I would love just a bit more effort on your part.

    Eliaz, so sorry to hear that your stuff hasn’t arrived yet. I assure you that we are doing all that we can to get you your order. Wishing you a nice day and a quick delivery of your gear. //Joe

    > Sorry I was angry thank you for your reply ! It actually sent today ! 🙂 How long does it usually take to arrive to people in France?

    Hi, I ordered a guitar 5 days ago email said 3 to 4 days delay its been 5 days and still no sign of any movement at all on it. It was for a birthday present so I’m disappointed to have had no further update. Even the blog updates stopped two days ago.
    As the song goes… you got your troubles….I got mine too. Looks like the birthday boy will be disappointed come Sunday. Regards. Brian.
    😭🎸

    > We are terrible sorry Brian! I hope the gift didn’t arrive too too late. Wishing the birthday boy a very Happy (belated) Birthday! //Joe

    Hello everyone, I think we should be patient. There is a problem . Sometimes it happens. I also waited a few days until my order was made. Anyway I love Thomann. Amazing store. Professional equipment. excellent service . cheap price . From me. Amots. State of Israel .

    > Thank you for understanding, Amots, and sorry you had to wait a couple of extra days for your order! Enjoy your gear and happy music making! //Joe

    please can you give me an update on Order from 04.09.2017

    order #: 201736.715611
    total price: thomann 401,76 €

    > Hello Athanasios,
    So sorry about the delay. You can track your order in your customer login centre or contact the hotline directly at +49-9546-9223-55 or email international@thomann.de. Hope it arrives very soon! //Joe

    Dear sir and madam
    I have a gig on thursday the 14th of September and my order should be here latest delivered to me 14th September morning. any idea when can you deliver order no: 201736.751873 promptly ?……
    regards
    Aslan

    > Hey Aslan!
    I hope you received your order on time! If you didn’t you can check the status of your order in your customer login centre or contact the hotline directly at +49-9546-9223-55 or email international@thomann.de. Have a great gig! //Joe

    After 2 weeks, you will not be able to meet the needs of your customers, and you will tell them that it will take 5-6 days. And I’m not saying that you are satisfied with the best who ordered 9 pcs of connectors in the price max 50Eur as a customer who order in values over 1000 – 2000Eur. You will lose these big buyers and you will go to the competition and you will be pleased. It’s just a little bit of a BIG company like you installing software without subtly running in the test queue. And as it was written above. 20Eur than offspring. For large orders, it is a matter of speed, as the 20eur can come every day with the inability to deliver the ordered goods.

    > Dear Miroslav,
    We understand all of this and we are truly sorry that we can’t do better at the moment. Once we catch up with the orders everything will be back to normal. Until then all we can do is continue working hard and we aren’t going to slow down. Thanks for understanding. //Joe

    I for one think you’re doing a good job, considering the circumstances. I placed my order on the 30th of August, and just now received the first part of my order, the second bit should arrive on Monday.

    My only suggestion is that you’d make the warning about the delay much more noticeable on your website, also at the ordering stage. Now it could be that my eagerness to order blinded me momentarily, but I didn’t notice any mention of possible delays before I had actually placed the order. Anyway, no harm done in my case.

    > Laura,
    You are absolutely right that notice about the delays should be more visible. I will mention it to the team. And sorry for the problems, we are catching up, it will be solved in no time. //Joe

    UPDATE FOR THE ORDER 201735.680380

    ORDER DATE:31.08.2017

    I NEED THE UPDATE OF THIS ORDER

    Thank You 🙂

    > Hello Marc,
    Please login to your customer centre and check the status of your order. If there is a problem please call +49-9546-9223-55. We are sincerely sorry about the delay and we hope you get your order very soon. //Joe

    I have 6 orders during 2016-2017 on Thomann. All of them arrived in 4 days as per schedules!!! Even if my hand are shaking now to use my tools from new order, I have all the trust in Thomann team. I’m sure that they are doing all the best to solve this inconvenient asap. They have no reasons to lie!!!

    > Thank you So Rin,
    We hope your order arrives ASAP and that you enjoy it. So sorry about the delay! //Joe

    Ill give you my full trust for my first order in thomann

    Go thomann!! ❤️

    > so i can order new stuffs from you guys ❤️

    > Thanks Marc! We will do the best we can! //Joe

    I seriously think that Nuno should get a life ! 👍🏼

    I made my first order at Thomann, unfortunately this unexpected situation happened. My order was supposed to be dispatched around Sept 2nd to Sept 4th, and as of yesterday Thomann was able to ship it, so it is about 6 days delayed. Not bad really. I hope Thomann will be able to fix the problem soon. Good luck!

    > Thanks Dennis!
    We are super sorry about the delay. You should get your gear in no time. Enjoy it! //Joe

    Hi,
    Placed my order on 30.08.2017. It is 11.09.2017 today and I do not have any info about my order: 201735.673489. I need products for event on 23rd September but I need those before to do the proper setup. Can not trace the order in My Thomann customer center either.

    Thanks
    Fateh

    > Hello Fateh,
    So sorry to hear this and very sorry about the delay. Please contact international@thomann.de or call +49-9546-9223-55. They should tell you where your order’s at. All the best //Joe

    My order urgent urgent urgent (9866290) was replaced with you last wednesday and still I have no acknowledgement of shipment from you. it has been 6 days….you said on your blog there is delays 5 to 6 days….I am desperate to receive this order otherwise I will not able to play in Gig and I will loose money!..will you compensate £100 !….Aslan

    Hey boys,

    I’m not asking for news about my order, you have better to do rightnow 😉
    I just wanted to wish you guys good luck! This it not funny to struggle like this because of a software problem or random stuff.
    Sometimes sh*t happens. And there is nothing better that to learn from problems or mistakes!

    Keep it up!

    > Hello Manaberry,
    Thanks for your encouraging words. Comments like this really do help us and keep us working hard. All the best //Joe

    then why dont you say the truth in your web site…why do you say rlthere is delay 5 to 6 days!!!! why why why ???it is not fair at all….you should pay a good compensation for this delay…why do you still take orders on web site if you did not sort out the current situation…..why why why … WHEN WILL YOU SEND MY ORDER???????DO YOU KNOW WGEN WHEN WHEN …VERY VERY ANGRY CUSTOMER……..

    Sent from my iPhone

    On 12 Sep 2017, at 12:05, Thomann wrote:

    Good afternoon,

    Sorry for the delay in dispatching your order. Unfortunately we are over 40,000 orders behind, therefore we are still playing catch up.

    Kind regards

    Sonja Lengenfelder, International Sales
    Tel: +49 9546 9223-55 | Fax:+49 9546

    There is only but only one solution this problem….if everybody cancel their orders then they will have nothing to ship…I already cancelled my order..never again with this company..Customers get together and teach teonann a good lesson…

    Hello,

    Me again…I have an order for over 5000euros (201733.530723/731) which has been dispatched since 28.08 as per your track details, and today is 11.09…I called at your office and even my local post office, nobody can tell me where my parcels are…I have a very important gig on the 14 Sept…I need to hire equips though I have an order which is expected since…

    KINDLY ADVISE PLEASE VERY URGENT!!!!

    > Kervin,
    So sorry to hear about this! I will give you this email address, al.international@thomann.de, please send a quick email explaining your situation and include your customer number and order number. I really hope your package will be in your hands soon! Deepest apologies. //Joe

    Hi team Thomann.

    I ordered stuff from you many times before and always had good response time and good service, also on returns.

    Being in the software industry I fully understand your troubles, even as I have an order waiting to be shipped (and guess you have learned a lesson on patching live systems…;-) )

    So good luck with catching up and keep posting updates to all of us waiting to hear news about our orders !

    > Jesper,
    Thank you for being so understanding! It is a difficult time for us but it’s quickly getting better, in part thanks to supportive words like yours. Take care and we are really sorry about your delayed order. //Joe

    Are they anymore updates?

    > Hello there,
    Yes, there is a new update today! Please read at the top of the page. Have a nice day and sincerest apologies! //Joe

    I need my order #201737.810827 to arrive before the 25th!! is there anyway to make this possible?

    I didn’t see the delay warnings before!

    Otherwise I have to cancel my purchase immediately! I hope there is a solution for this

    Kind regards

    > Hello Moayad,
    First of all, so sorry about the delays! It is very likely that your order will arrive by the 25th. If you would like to verify this please contact international@thomann.de (or +49-9546-9223-55). All the best //Joe

    Hi, I have been waiting more than THREE MONTHS for a focal solo 6 I sent for service to be returned. I call your customer department almost daily and they always “will check with your tracking department” and then I never hear from you again. I’ve had enough, please give me a refund or I will contact the authorities. You clearly have no intention of returning my property.

    My customer id is 6232627

    > Hi Lukas,
    So sorry to hear about your very long wait time! Please send an email to leitung.service@thomann.de. They will help you with your refund or with getting the product back to you ASAP. Again, so sorry for this inconvenience! //Joe

    Hello how are you my friend, please have a warm request with you so I have a very big wig and I prefer to buy from you because you are the best but I need help to ship my order as soon as the date of the concert is 2017/09/19

    My Ordernummer 201737.801929

    We have shipped my order quickly and thank you the best company in the world thank you 👍😍

    hi give us a date that you think it would be back to normal,because i have some order for an even on october 22th

    > Considering a delivery time up to two weeks, you should place your order now!

    i bought mackie 3 on 13.september and on paypal my status is still pendig my card balance is enough to buy but still not complieted
    i dont know what does it mean status pending but i imeedantly want you accept payment and ship me mackie cr 3
    please

    Any updates on the delivery times and overall progress of getting the thing fixed now today Sep 18th?

    I really think Thomann if he did not want complications should not sell during the construction period.
    I think it is a serious mistake to “fool” customers by saying that products are available when it takes more than 2 weeks to ship!
    In my case, I placed a small order (15kgs) on September 11th and so far it has not been shipped in 7 days. Contrary to your information on your page.
    I understand that they would have to do some remodeling but they should have planned to cause the least amount of inconvenience to customers. Alias if you think about it, it would be better to end it for holidays until the works are completed!

    I think they will lose many customers, or so should benefit customers with some special discount to overcome this serious problem

    greetings

    Carlos Amaral

    Hi,
    it’s going to be useless to write here, as probably the guy who checks this page has nothing to do with shipping, but since i’m waiting, complaining is the only thing i can do…
    I don’t think it was correct to keep the site on and selling if the orders can’t be completed.
    Mostly as not everyone is paying beforehand and not on delivery, so that means money spent with nothing in return. Many customers as me have bough stuff for specific reasons, and being mostly musicians, that reason is usually the need to have something to play live. Luckily my gig is not immediate, but some peoples’ ones have already passed.
    Seeing how many customers this impacted, and seeying that some people that ordered before me are still waiting to even know an aproximate date of arrival, this just makes me hope it gets in time.
    Sorry for the breakdown, i like deathcore.
    Order number: 10272611

    Hello,
    I know that you are working hard and no time left to reply to everyone, but i need to know if I should cancel my request in Paypal, since the request still pendent. You didn’t charge me yet. My request was made on 14th september. I need my banjo before 18th october. What do you recommend me to do? Cancel the order or wait? Thanks, keep working ASAP! BR

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