“Item was due for delivery 4 days ago but it’s not arrived. Seems a common issue looking at other reviews. Awaiting reply to my email from customer services.”
“TERRIBLE SERVICE - DONT EVER USE BAX
LATEST UPDATE 1st April 2021, to the review below ...... BAX have made a further major error. Despite their promise of a refund below, they have now despatched a replacement item to me. I do not want or need a replacement, its far too late for that. What I need is what they promised below - A REFUND. I have escalated this matter to PayPal as BAX ignore all of my emails and calls.
FURTHER UPDATE 31 MAR '21 to the review below .............. Despite the apology from Bax Music below, and their promise of refund - I STILL DONT HAVE MY MONEY BACK. I still cant get through to their Customer Services, only ever trips to their Reception Desk. I also received an email today saying they have received the damaged item back (they actually received it back on the 11th March !) and that due to their policy I am entitle to "an exchange". I dont want an exchange, I want my money back as they promised me so long ago. This company goes from bad to worse. I also note on Trust Pilot that many other reviewers are having the same problems as I am, in damaged items and no refunds. I have escalated this to PayPal and suggested BAX should not be entitled to use the PayPal platform any more, when they are clearly abusing it and their customers.
ORIGINAL REVIEW - Terrible Service - avoid this company at all costs. I placed an order for a Guitar Case on 21 Feb 2021. The case arrived at my home in the UK on 24 Feb 2021. The Guitar Case was badly damaged i.e. it had a large hole in it. The reason it was damaged in transit was because BAX had put it inside a box with almost no protective wrapping. The outer box had a whole punched through it that then went straight through the guitar case. THIS WAS ONLY THE START OF MY PROBLEMS WITH BAX.
I then spent the next 10 days trying to get in touch with them to start the returns process. Unfortunately their UK website was down for many days, also it is almost impossible to get hold of Customer Services by phone.
Eventually I managed to return the Guitar Case to them on 5th March 2021, they finally acknowledged receipt of it on 11 March 2021. I then spent a few more days trying to get a replacement sent out to me, eventually they confirmed it would be MAY 2021 at the earliest before I could get a replacement.
At this point I asked for a refund and they agreed. Its now 27 March (16 days after they received the damaged case back) and I still have no refund and no explanation. I call them every day, several times a day and never get to speak to Customer Services, it always trips through to their Reception Desk. They take my details and say I will get a Call Back from Customer Services within 1 day. I have done this many times and no-one ever calls me back.
I paid through PayPal so it now looks like I will have to raise an Escalation / Complaint via PayPal to try to get my money back. BAX is never going to survive as a business with such poor Customer Service, particularly when compared to Amazon and others who put the Customer first. BAX put the Customer LAST !”
“Item ordered. Despatch advised, but a week later, the courier tracking still shows them waiting for it. Chasing email sent to customer services but no response. Phone too busy, Don't have time to sit waiting in a queue. Very disappointing, and now you want a review as well as my money?
Possibly just a hitch, but not a good first experience with Bax.”
“Headphones have not arrived.
I have Emailed Bax twice with them not replying back at all.
VERY FRUSTRATING to deal with. They have £85 of my money, but will not communicate to get this problem sorted.
VERY POOR customer service !!!!”
“First time customer with Bax, everything was smooth and delivery (well packaged) a day earlier than expected!
Good price + good service = happy customer!
Thanks guys”
“Speedy delivery, but the device was supplied with a Euro power supply not a UK supply. There was half of a UK adapter supplied in the box but it was the wrong type and had no transformer. Very confusing they would send a Euro supply when they had a contact address in Kent, UK?
I called their support line and spoke to a gentleman in The Netherlands, he told me he would get someone to call me back and send me the correct power supply for the UK. That was a week ago and nobody has called back”
“I found what I wanted very quickly and ordered it. , stated a delivery date and it was despatched immediately and other than a delivery company delay arrived a day late, not the fault of Bax.
The item was easy to assemble and is now in use, and I am a very satisfied customer.”
“Bad service. Item not received. I would not buy from them again.
Ordered a piano on 17th March with a promised delivery of 22nd. Their website stated it was in stock. I messaged them on 26th to enquire why it had not been delivered, but no response from them. I then phoned them and was told the customer service department "was too busy to take my call." It is now 30th March and still nothing has been heard from Bax.
I keep getting updates from UPS to change expected delivery date, which is now scheduled for 31st but I have little expectation that it will be met. Apparently the piano has been despatched and is stuck in the Netherlands somewhere, but it was not made clear at time of order that the goods would be shipped from Europe. Had it been transparent then I would not have ordered as I needed the piano quickly.
I think Bax have been misleading in suggesting a delivery time of 4 or 5 days when they know of long delays shipping to the UK. They should also have made it clear that they bring in stock from abroad. I ordered from them because they have a UK address and give the impression that they are UK based on their UK website. Beware!
Since I have not had a response from Bax custoner service and have not received the goods, I have opened a dispute with my credit card company, which is now investigating.”
“1st time using Bax after my usual supplier let me down twice. Great price, easy to use ordering system and my brilliant new Behringer SF300 fuzz pedal arrived within 48hours. Will definitely be using Bax Music again ,probably the next time my wife isn't looking!”
“Good price, easy ordering and quick delivery. No problems at all despite possible Brexit-influenced hold ups. Only thing was that the desk-top mic stand had fallen out of its box. No damage but not brilliantly packed in its far too big outside container.”
“Agree that it is misleadingly advertising UK based, my guitar came from Holland, and was delivered on the wrong day.
Also state of the guitar was really dusty, and looked like it had been on display.
Not really impressed after paying nearly £1400.
Contacted customer service and had no response”
