Warning to all customers!
Warning to all customers: Do NOT shop at Bax Music, they're not a serious company and will make it difficult to solve any errors that may (and probably will) arise at delivery/return.

After two delays and lots of communication errors with Bax Music support/DHL, I finally received my delivery. Packaging was subpar, with items loose and pieces of broken styrofoam everywhere. On top of that, half of the items of the desk I ordered was missing.

Bax Music admitted this was their fault (after many e-mails back and forth), and that I could return the item for free and receive a refund. Due to the weight of the package (31 kg), they promised to send someone to pick up my package. According to Bax Music, they do this if an item weighs more than 25 kg.

"Good" I thought. I'm not able carry it to a drop of point doe to a back injury, and the package doesn't fit in my car.

First promised date: No pick up.
Second promised date: No pick up.

I get an e-mail, Bax Music has decided to not pick up the item. The first person I call hangs up in the middle of conversation. The second person leaves a message to administer a pick up.

At this point, knowing the MO of Bax's support, I'm either expecting a reponse where they refuse to pick it up again (in contradiction with their own regulations) or a new support employee forcing me into another round of copy + paste of earlier conversations with screenshots of their apologies, admittances, and broken promises.

Why? Because I've already endured weeks of exactly that.

All of this so that Bax Music can get their useless pieces of PVC wood back and issue a refund. And I'm using the word "useless" here in its proper sense: there is not even a remote possibility of assembly with so many items missing.

No one in their right mind would knowingly purchase such a sorry mess, so either they're gonna get the items back and pull this scheme on someone else, or willfully draw this process out until I'm not eligible for a refund.

I'm guessing they're gonna respond to this review the same way they do to others: lie. Perhaps they'll say all the items in the product ad was in the package (althought they have already admitted it isn't so), or that I have to take the item to a dropoff point—even though this isn't possible due to weight and size. In fact, they told me two times pick up was booked, before changing their minds: changing their minds not to follow their own policy.

I'm not exaggerating when I'm saying the back and forth with this company have given me stomach ulcers: it is truly a process worthy of being called a "Kafkaesque nightmare". For the sake of your own health, do not shop at Bax Music. Let people you know not to buy anything from Bax Music.

Feel free to share this review, I'll make sure to publish it in as many places as I can.

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.

EDIT - Finally got me speaker back! But it's still broken, and not even sure it got repaired. Laughable at this point, what an absolute joke of a company

EDIT - 12 weeks now, and still with a broken speaker. Jokers! Will see how much longer this goes on for. They have told me they are sending replacements right away, that was last Thursday. Still waiting with no updates...

EDIT - Finally, I have been sent 2 replacement speakers. HOWEVER, these both have been damaged. I must be part of some kind of social experiment at this moment, it is beyond unbelievable.

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!