“Unbelievably terrible service. I have not dealt with a worse company my whole life, having purchased music equipment for many years.
I bought a pair of studio monitors in 2019 for Bax music, which came with a 2 year warranty. I am a mix engineer, and these became my main monitors which I rely upon heavily for work. After one of them breaking at the end of October 2021, I sent them back for repair under their warranty policy.
I was very hesitant before sending them as again, I rely on them heavily, so hoped for a quick turn around. How wrong that decision was.... I was told before sending that I would most likely get them back between 3-5 weeks. This seemed a little long for me, but decided to go with it. I was told, without doupt, that if it took longer than 8 weeks I would get a replacement sent out to me.
After the 8 week mark, I have spent the following 3 weeks calling customer service almost every day, and found that I was mislead, misguided, lied to, and quite frankly felt like I was being taken for a total mug.
The first week was spent trying to get a replacement, only to find out they did not have any product in stock. I was firstly refused a refund, or the option for them to purchase it for me from another supplier, as they had actually fixed it, and would send it in the next day or so. Having not had a single call back, or any reassurance, I have had to chase them myself every day. After calling almost every day for 2 weeks, being promised a call from a manager, being promised they will be sent out in a day or two, they finally told me that they had lost the speaker in the warehouse. This took me to about the 11 week waiting mark.
At this point, I was asking to speak to a manager, and told that the best they can do is message the manager a they will and call you back. That was a lie. I have not been able to speak to a manager once, even after requesting to for over 2 weeks.
Eventually they offered me a refund after hounding them again every day for about a week. They then offered me a refund. I was not willing to accept this, as I had been lied to for weeks, and not only that, the refund price would be less than the price of buying a new one. This would not only mean I have waited for going on 12 weeks now, but I would be out of pocket by about £80 to buy a new one. Add that to the money I have lost via work gigs I have been unable to complete due to them holding my speaker hostage.
After all that, they have magically found the monitor. I was promised that it would be sent out that day, and 2 days later, it still has not even been scanned or picked up the courier.
So I suppose I will be waiting for another 3/4 days without getting it back, and probably end up calling them every day next week to find out the next fiasco.
I still would like to speak to a manager, but it seems even that is too much compensation for me. Maybe one day I will get my repaired monitor back, but I am not holding my breath. I have not been offered anything other than a few cables as compensation.
If you want a company with good customer service, direct contact with management, honest policy, prompt action and support, I would suggest going elsewhere.”
“Bax Music has become my "go to" site for instruments & software. I find their service first class. My latest order (Nektar Impulse LX61+) arrived as promised & was very well packaged. I believe their prices also take some beating! Highly recommended !”
“I purchased the classic MXL 770 Large-Diaphragm Condenser Microphone from Bax music, knowing the product had a good reputation as a great budget microphone.
The staggering question is, Bax Music incredible retail prices?
This elevates the Microphone from being good to being exceptional in its class and this is why I fully recommend Bax Music with their stock, pricing and their excellent service!!!
So please, when they may take a little longer than expected to respond to your queries, it is due to the success of their business, with their many happy customers.”
“Bax kept my informed of my delivery all the way, it was very well packaged and arrived on time. First time using Bax and will use them again from now on”
“Best price (much cheaper than eBay or Amazon) and a really fast delivery service - 48 hours.
Professional service and highly recommended. I am delighted with the guitar.”
“BAX customer service was non-existent. The drum machine arrived on time so that was good. The product had a software glitch that was only resolved after about 10 factory re-sets. This wasn't helped by the manual giving the wrong information about operating the pattern sequencer. I got it working properly through a combination of youtube/manufacturer customer support and trial and error. BAX didn't pick the phone up or answer emails. The manufacturer get's my praise for their efforts in trying to help. I wonder if the manufacturer supplies customers all that BAX seemed to add was a Warehouse.”
“my first time with bax music all went really good very good in price and arrived in 2 days very pleased had no problems the line 6 G10S Mk11 is great. thank you.”
“Needed a hard case for a guitar I recently purchased. Great selection covering all price ranges. The one I had was on offer at the time so I was fortunate to pick it up. Service was fast (as usual) and the quality of the case was fantastic. The delivery was a day late, but that was down to the courier who apologised. Used Bax music several times now and have never been let down”
“I've been out of the music scene for a very long time so needed a bit of help when it come to ordering a new guitar, Bax music's shop was very easy to navigate, all the information I needed was right there and most importantly compared to some of the other sites I looked at, they gave guaranteed Xmas delivery slots... unfortunately I was so busy with work I didn't manage to put my order in until it was too late for pre-Xmas delivery but they was guaranteeing delivery by the 30th via Hermes or on the 31st with Parcelforce... as I trust Parcelforce more I decided to go with that and was skeptical of receiving my parcel on new years eve and expected it to arrive in the new year but it actually arrived a day early on the 30th so I was well happy with this.
The guitar and all the accessories I had purchased were nicely packed in a quite heavy duty cardboard box (picture of my guitar box inside the box shown) and everything arrived exactly as it should. On top of this I've since received an email thanking me for my purchase and checking I'm happy with my products and if not then telling me who to contact / links to help.
All in all I'm really happy with the service I received and would happily recommend them / use them again going forward.”
“Bought a headless Fazerly bass. Bridge was completely unusable and wouldn’t even tune. Tried calling and no response. Was cheap so have to my guitar tech to change over. Wish I hadnot bothered. Apparently bridge screws on tuners were not even compatable with the bridge and would never have worked ever! Very poor they even sent this out.”
“Purchased a Stagg Piano Bench and Devine PRO over the ear headphones to complement a Roland Piano at my daughter’s home.
Better than average price point for good quality items. Actually in stock when advertised as in stock; well packaged, tracked and delivered safely by courier.”
“All original packaging was good.However,the back casing of the machine was slightly bent,not flush with the machine back surface,like it wasn’t closed properly.This has not affected operation of the machine.Maybe it will in the future.Disappointing,at least it is under warranty for repairs if necessary.Could have been cheaper,given the defect.”
“UPDATE: I finally received an email on the date of my ultimatum. Which stated the missing pedal would be shipped ASAP; and also offered a goodwill gesture voucher. So I selected an item near the full value of the voucher. Still suspecting BAX might be playing for time ???. Later in the week I was notified the parcel was available to collect from the local delivery shop. The box was ridiculously oversized for the small Pedal contained within, and rattled ominously. When opened, there was no bubble wrap or packing paper. Just the small pedal rolling around loose out of it's opened retail box. Also my chosen goodwill compensation item was missing. BAX fails again. I will wait until the new year to follow this up with BAX. This is my worst mail order shopping experience in over 40 years of regularly buying music equipment. Well done BAX !!!
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7 December at 04:39
2 pedals ordered, only 1 delivered !!!
I ordered two pedals, Bax only sent one.
Order number: 9641689Order date: 7 November 2021
Bax failed to deliver EWS Little Brute Drive Pedal 9000-0022-5260
This pedal still appears to be in stock, but Bax have not yet resolved this problem.
You eventually messaged assuring you would investigate
if I supplied photo evidence you requested.
Which I did promptly.
However, since then you are ignoring my emails.
Perhaps Bax responds more positively to negative Trustpilot and facebook reviews ???
Please send the missing EWS Little Brute Drive Pedal to my chosen shipping address
ONE STOP
David Newton
Locking Road 30-36
Weston-super-mare
BS23 3DF
UK.
I would prefer the pedal to a refund.
But if you do not deliver this pedal by Friday 10 December,
I will start formal proceedings against Bax.
However, if I am advised on Tuesday 7 Dec to not even risk waiting for a reply from Bax,
then I will have to make a more immediate claim.
Thank you,
D. Newton.”
