Reviewers often praise Donner instruments for sturdy build, clear sound, and strong value, with several calling out the Hush travel guitars and well-finished guitars. Many buyers describe quick, smooth deliveries and an easy setup. A substantial set of reviews reports late or missing parcels, items arriving damaged, and wrong products sent. Multiple customers also describe slow or no customer support, no phone option, and trouble getting refunds or replacements.
Examples from available reviews (Sep 2022 – Mar 2026).
Hush-X travel guitar impressed with design, quality and compactness.
“Perfectly set up, plays well and packs away really small!”
Piano is solid and good quality though some MDF is unpainted.
“Overall we are very happy with the quality.”
Piano arrived badly damaged and Donner failed to replace or respond adequately.
“When damaged on arrival no offer to replace the item.”
Ordering was chaotic with payment mix-ups and no customer service.
“Avoid! Zero stars if that was an option.”
Several reviews mention fast fulfilment and clear delivery updates for smaller orders. Another cluster describes courier delays, parcels left unattended, and long transit times for larger items. Multiple complaints tie these problems to third-party couriers and to slow replies from the seller.
Many customers say the instruments offer good value and match the descriptions. Reviewers point to competitive prices, free UK shipping, and performance that feels fair for the cost. A minority report poorer value after purchase when refunds or repairs were hard to secure.
Positive reviews describe a quick setup and instruments that play well straight away. Negative accounts cite ordering mistakes, account issues, and incorrect or misleading listings. A few users received non-English or unexpected emails and found them unhelpful.
Many reviews praise build quality, finish, and playability, especially for Hush travel guitars and several guitar models. Other reviews mention items arriving damaged, faulty tuning hardware, and misfitted piano keys that users had to fix themselves. When products arrive intact and correctly assembled, performance earns strong praise.
Most comments focus on slow, templated, or missing replies and the lack of phone support. Multiple customers describe emails going unanswered, refunds being refused, and difficulty arranging replacements for damaged or incorrect items. A small number of reviews report quick, helpful support that resolved problems fast.
Feedback splits sharply between satisfaction with the instruments and frustration with fulfilment and after-sales support. High-rated reviews emphasise sound, build, and value. Low-rated reviews focus on delivery failures and unresponsive customer service, creating a clear divide in experiences.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (53) · Collected.reviews (1) · Quotes shortened · As of: March 2026
Ordering was chaotic with payment mix-ups and no customer service.
“Avoid! Zero stars if that was an option.”
Delayed bench delivery, account issues, and website reviews appear inconsistent.
“my account seems to have been deleted”
Guitar arrived in good time and customer support resolved an issue promptly.
“customer support who were quick to respond, professional, & very helpful.”
Received stool but piano not arrived and no customer service telephone available.
“Received the stool still waiting for the piano to arrive, no customer service telephone”
Received bench but piano delayed at delivery depot for several days.
“The parcel is apparently sat in a delivery depot and hasn’t moved in 5 days”
Hush 1 guitar failed to power on and support were slow and unhelpful.
“I bought the Hush 1 acoustic guitar. It doesn't turn on.”
Piano failed after warranty and Donner refused refund with slow responses.
“It broke at 1 year and 1 week.”
Cancellation requests ignored; only offered credit and no effective support.
“I was offered a 10% credit.”
Company did not refund a fraudulent charge and lacks phone support.
“They refused to refund my debit card.”
Product sound quality degraded quickly and refund process seemed obstructive.
“First of all, the sound is very low quality”
Bench delivered but keyboard missing and phone number appears invalid.
“I tried calling but it seems the number isn't real.”
Order arrived promptly the week after ordering without problems.
“It was delivered the week after my order, without trouble.”
Delivery and support were poor, though piano was decent once fixed.
“Support are absolutely silent”
Piano shipment delayed and customer service provided only standardised, slow responses.
“I have emailed them 3 times - I have only received standardised responses”
Quick delivery and good value, suitable for travelling.
“Quick delivery, good value guitar.”
Incorrect delivery address could not be corrected due to no customer service response.
“There is no Customer service backup whatsoever”
ParcelForce left piano unattended and Donner delayed responding and blamed courier.
“ParcelForce had dumped the piano on my doorstep”
Piano arrived badly damaged and Donner failed to replace or respond adequately.
“When damaged on arrival no offer to replace the item.”
Items shown as shipped but tracking stalled and Donner unresponsive.
“I have made several attempts to contact them, but they have never responded.”
Bench arrived but piano seems lost and emails received no reply.
“Piano bench arrived but no piano.”
Piano arrived heavily damaged with battered packaging; customer awaiting Donner's response.
“It has a huge hole in the back of the piano.”
Instrument arrived with faulty tuning hardware, making it unusable and undermining confidence.
“The instrument arrived with a faulty tuning mechanism”
Seller ignored emails and delivered piano after 17 days, poor service.
“Avoid this shop.”
Product was good but delivery arrived two weeks late.
“it arrived 2 weeks after”
Company cancelled orders and refunds were slow with no phone support.
“No phone number to contact them.”
Very happy with an excellent instrument for the money.
“Awesome instrument for the money.”
Fantastic service with delivery updates and good quality goods.
“Fantastic service. Updated with the delivery all the way.”
Piano is solid and good quality though some MDF is unpainted.
“Overall we are very happy with the quality.”
Product and price both very good.
“Very good product very good price”
Good product with fast delivery and no issues.
“Good product fast delivery no issues”
Received the wrong item and seller is avoiding returns and contact.
“deadass sent me the wrong thing and is dodging me trying to send it back”
Received wrong guitar and experienced very slow, poor customer service.
“Donner sent me the wrong guitar.”
Reviewer describes the product as great.
“Great product!”
Box arrived intact; kit assembled easily and sounds decent overall.
“Box arrived perfect”
Guitar was beautiful but customer service and returns were extremely poor.
“The after care is awful”
Guitar quality was first class with fast delivery and good setup.
“the quality is first class”
Item arrived earlier than expected.
“CAme earlyer then expected”
Very satisfied with Donner's work.
“Donner great work 👍”
Product matched description, good value and excellent delivery service.
“clearly as advertised and value for money.”
After setup the Hush X plays very well and feels comfortable.
“Plays extremely well and feels very comfortable”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Donner is a musical instrument brand and retailer selling guitars, digital pianos and keyboards, effect pedals, practice amps, and accessories. Its lineup includes travel and silent guitars, acoustic and electric models, keyboards, and piano benches. Donner sells through an online store and retail channels, shipping across the UK. It also offers replacement parts and accessories such as leads, tuners, and cases alongside its main instruments.