jmmc

A little update on this. Yesterday was on the phone with Paypal which advised phoning Thomann and failing that, Citizens Advice or police to report potential fraud. Citizens Advice said my options were limited since I didn't have any proof of collection. After being on the phone with Thomann they said they were going to investigate with DHL. Surprisingly today I receive an email saying the parcel arrived at their warehouse and refund will be processed in a few days. I genuinely don't understand and I wonder what would have happened if I didn't push things forward. Bottom line is Thomann returns just simply don't work and the label they supplied via email wasn't recognised even by DHL when I tried to understand what that was as there wasn't a clear tracking number. Customer service is a nightmare and this was the last time I used them for my musical needs.

Thanks everyone for the tips. I know this is a complicated situation, but Thomann was also never upfront about it. They only sent me a label with a few barcodes and no shipment number and no receipt of collection sheet. I can't get through a human on DHL as everything is automated. Yes I was a bit naive but I expected a bit more involvement from Thomann and care for situations like this. They know they're probably covered if I don't do anything about it as the money is on they're side already.

Hi everyone seeing I have read some threads similar I here asking for advice. i ordered a guitar and pedal about a month ago and the guitar had a few issues. After contacting Thomann I wanted to return. They booked 2 collections for DHL pickup and no one showed up. After countless emails a 3rd collection was booked and DHL came to pick it up. They said driver would bring the label and I just gave the parcel to him. After telling Thomann parcel was collected, they tell me DHL has no record of ever coming to my house…Now they’re saying because I don’t have a receipt of collection they can’t give me a refund. This was a collection arranged by them, I would trust they would sort all the logistics. What kind of receipt would I get from the driver. What I am suspect is that the driver didn’t stick any label and just stole the parcel which is a serious thing and should be investigated. I already told them the drivers time of collection and physical attributes but it feels like I am talking to a bot. Did anyone experienced anything remotely close and what rights do I have? I have claimed with paypal already and they’re asking for a tracking code which I don’t have. I only have Thomann returns label with bunch of numbers on it that don’t look like tracking codes.