“I ordered specifically from Bax Music as they give the illusion they are a British company (which it turns out, they are not, they are just masquerading as one), and the delivery of the item would be guaranteed 29th December. You pick the date, so there is no confusion.
29th came, and the item had not even been received by the Parcelforce.
30th came and it shows out for delivery - then returned to depot as the delivery address was incomplete. I looked on the invoice BAX sent me with the tracking information/delivery address and they have excluded half of the delivery address just putting a street and a postcode. In a street with hundreds of addresses!
I contacted Bax music twice by email by this point, they did not reply at all. I called and was on hold for almost two hours and had to give up eventually.
The weekend came and went, still no delivery and still no reply from Bax Music.
Now, Tuesday 3rd, the item shows out for delivery again, and 15 minutes later was delivered, at the Parcelforce depot! Therefore it's clearly not been delivered to me at all.
I have emailed BAX again, no reply.
At this stage, I will be requesting a full refund from them, and I will update this review to see how long this takes and if I have to open a chargeback with my credit card company or not. Watch this space.
First Update: After finally getting a response from BAX, they comically sent me a blurred obscure photo that looks like nothing as a claimed delivery photo. They stated they had no GPS for the item (unusual as PArcelforce all use GPS tracking that shows up on the tracking page) They then took a screengrab off Google Maps to claim it was delivered at the address and made statement 'certainly it was delivered '. I asked Bax for a copy of the postage label. They then stopped replying, so the issue continues. Will update again shortly.”
“Merchandise incomplete/damaged, slow customer service ignores request for replacement
I purchased a Roland TD-27KV-E drum set from Bax Music on 7/10/22. The set was sold as "B-stock", which is merchandise in very good condition with signs of use, as is the case with returns/demonstration models.
However, the Roland TD-27KV set looks like it has been used for a very long time (years). It shows heavy signs of use, including:
- scratches on the underside of one pad
- heavy wear on the bass drum module (the module no longer recognizes every hit; the hitting surface needs to be replaced)
- large (water?) stain on the snare, the electronic snare seems to have gotten wet
- missing wing screw for mounting the module: the module cannot be installed tightly
- unpleasant smell (especially the cymbals): The set smells like it was used in a smoking environment
These defects were not visible in the photos shown in the web store (the photos were of low quality).
In short: I paid a price for B-goods, but did not receive B-goods, but intensively (and presumably long) used goods with heavy signs of use. The condition does not correspond to the price paid.
Accordingly, I emailed customer service asking them to replace the damaged/incomplete parts (bass module, scratched pad, snare head, wing screw, odorless cymbal/hi-hat) or adjust the price to reflect the condition.
After five days of waiting (a previous request had taken two weeks to process), "customer service" responded. However, instead of responding to my request and providing a replacement for the missing/damaged components or at least a price reduction, they just replied curtly that I should send the drum set back - without providing me with a return form.
So now I am supposed to pay for Bax Music to deliver goods that do not match the condition stated on their website. Since it is a 40 kilogram drum set, it has to be shipped as bulky goods/freight, which costs me another vacation day, since DHL picks up such large pieces in a time window of several hours.
And this is only because Bax Music refuses to exchange the missing/damaged components for working/undamaged ones.
I should have listened to all the bad reviews. Never again, absolute warning to anyone considering buying here!
Update:
On Nov. 23rd a Bax employee named Jamie offered a partial refund of 100 €. Still waiting for a refund/reply. They completely ignore my messages.”
“We all knew about the Postal Strikes so to advertise delivery before Xmas on their website was willfully and knowingly untrue as it is now the 29th and the Parcelforce tracking hasn't moved since 21st Dec. Why did they use Parcelforce!!! It's just incredibly disappointing that BAX choice to use provide fantastical and fictitious delivery dates to illicit additional pre-Xmas Sales particularly as I could have ordered the item from other suppliers who were guaranteeing pre-Xmas delivery with non-Royal Mail Couriers which I'd assumed BAX was using and yes BAX certainly made an "ass" out of me. I will never use this company again due to their ineptitude and misleading advertising. Furthermore I emailed them about this and they completely ignored me, hence this review.”
“Ordered bass guitar for my son before Christmas. It came within two working days as promised. Very well packed, good quality and beautiful colour. Son very happy.”
“Brilliant customer service. I ordered on line and wanted the item to go to a different address. That was simple but I forgot to change the name as well. I phoned Bax and the phone was answered quickly (bonus) and the name was changed with no problem at all. I was well pleased.”
“Lots of choice. Competitive prices. Easy ordering. 3 purchases this year. Good communication. Newsletters and tempting discounts. Fast delivery (when Parcelforce is not on strike). ;)”
“Kustom KG-1 amplifier ordered. Promptly delivered. A power cable was also included by Bax without charge although a cable was already provided with the amp.”
“This was the first time ordering from Bax Music, and you never know when finding a company on the Internet what might happen. There need have been no concerns. The order was promptly acknowledged, the piano stool arrived on time, and it's everything I had hoped it would be, so if needing anything music-related then using Bax will be a go-to from now on.”
“You have requested we review our product today, it’s still at the postal depot been there since 15th Dec now the 20th Dec, 5 days, no update given, no way of contacting the delivery company by telephone , as there is not an option to speak to a person, and we paid for this delivery service”
“Absolutely superb guitar. I truly can't believe the quality of this instrument, honestly, I've paid much more in the past for guitars and they haven't been as well presented as this one. Well done Bax Music you really deserve high praise and I shall certainly be using you again. Best wishes to all the staff......Bob Davies.”
“Arrived from the neverlands full tracking information provided regular updates all ok no damage customer service support email very poor didn't respond to me at all other them that 5 stars for the delivery and product”
