Hi all,
Just wondering if anyone else has experienced what I am going through.
I purchased a Harley Benton Block 800B from Thomann (£289 - had to try it). And whilst it was great, I ultimately decided to return it becuase it had a very high noise floor. I have returned a couple of other things to Thomann in the past without issue, however, this time there is a big issue...
The returned amp was packaged up exactly as it was shipped out to me, i.e. the Harley Benton amp was in its own box, which then went inside a much larger Thomann box. Inside this larger box was also a UK IEC mains lead, which I returned along with the amp.
A week or so after dropping the parcel off using Thomann's prepaid shipping label, I noticed on my Thomann account that the IEC mains lead had been 'received', but the amp return was still showing as 'requested'. I just assumed it was a technical glitch and waited a few more days to be refunded.
Well, nearly a month has gone by so I contacted Thomann asking why they have acknowledged receipt of the mains lead but not the amp, seeing as they were both in the same box. The replies I got have been pretty astonishing:
Hi Hedvika,
Just checking, did you receive back my return yet?
I am a bit confused because the website says you have received the powercord, but not the amplifier (the powercord and amplifier were in the same box).
Would it be possible to check?
Thank you for your email.
I have checked this and the amplifier does not appear as received yet.
Did you post both items in the same parcel?
With this information, we will be able to check this further.
Hi Hedvika,
Yes they were both posted in the same parcel, exactly as they were shipped. The tracking number is JJD1490555502033********
Good morning,
Thank you for your patience.
After thoroughly examining your case with our logistic center, we came to the conclusion that:
The Harley Benton Block-800B was not in the parcel, therefore this can not be refunded.
We remain available in case of any further questions.
Hi Rudolf,
Sorry, that is completely unacceptable. I posted the amplifier and cable back EXACTLY as they were delivered to me.
The Harley Benton was in it's own packaging, which was then inside a much larger Thomann box. The cable was in this larger box (exactly as it came to me).
I do not know what happened in your warehouse, or whether they did not register the return of the amplifier. But they were both shipped back exactly as they were sent (two boxes, one inside another with the cable in the outer box.
I have attached the proof of postage. Please check with the logistics center again, things cannot just go missing. The fact that they have accepted receipt of the cable but not the amplifier is ridiculous, when they were in the same packaging.
Does anyone have any suggestions as to what I can do? I wonder if they can contact the shipping courier as it would have been weighed at customs (probably around 3kg - much heavier than just a power chord). Although when I look at the tracking, it says it is 1kg and 1cm, so I don't think it has been recorded correctly... This is a big shame as I will no longer be able to purchase anything from Thomann ever again. Luckily it was a £300 amp and not a £1000 amp...