Bax shop

I have written this on trustpilot but willl write it here too.

Bought a squier classic vibe 50s Stratocaster from Bax Music after not being able to find one anywhere else at a reasonable price. All other ones in the website were sold out apart from the Sunburst. I was out when it was delivered but when I got back a few days later and opened it up I found a defect on the headstock and two reasonable scratches on the bodywork.

I got in touch with bax music to ask them what could we done about this and if I could get a partial refund. They responded saying we can offer compensation in the form of a voucher, but we need to see proof of these defects in a photograph. I sent through two photographs, Which was days ago and have heard absolutely nothing since

Very disappointed in the service, probably would not use again

Update: I also went through the official channel for return on the website, stating exactly the same and that I can't send it back and instead require either a refund or compensation. I have heard absolutely nothing! I'm disgusted at this level of customer service

Ordered guitar in November 2023. Got regular emails saying the order is being delayed another week. Now, 2/2/2024, I've just had an email saying they can't fulfill my order. I'l have my refund then.
Do not use these scammers.

Ordered the guitar: a Takamine P Series. I received an email a few days later to say that the model had been discontinued - despite being on Takamine's website - (It hadn't; I placed the order instead with my local guitar shop). Then ten business days to refund the money? And needlessly cold and unhelpful customer service. Even if they offer you some marginal savings, it's much better to get the support and helpful service from a shop - or even other online sellers such as andertons or gear4music tbh. Whom I've only had good experiences with.

Like many here I have suffered a catalogue of issues and seem to be nowhere near sorting them out.
Briefly, I bought a PA, it wasn't fit for purpose at anything over one-third volume. Returned it. Got a brand new one which was exactly the same. So asked for a refund as it wasn't fit for purpose. I was offered a 3rd, refused, and spent many weeks back and forth before finally getting help after writing to the UK CEO. It was accepted that it wasn't fit for purpose and I was offered a credit to the full amount.
Was then asked to pay for the return, before finally getting a pre-paid label. Returned the item and some 6 weeks later it turned up back at my door, as 'repaired' despite the agreement in place. So that has now gone back again and now they have emailed to say they are knocking £25 off any credit, no reason and when asked they couldn't provide one and are still searching for the reason.
The customer service team does not appear to record anything or check the statuses of orders and simply sends out wonderful generic emails which only make them look worse.
I have had enough, no more credit notes, I want my money back and I can then draw a line under this debacle.

I bought a flight box case, they sent two by mistake, but one was sent elsewhere.
I received ONLY ONE and they are chasing me saying I got two, threatening me to pay for something I haven't received. I will have to take legal actions as I am out of the country and they are causing me a lot of stress.
Impossible to get through to them. I am just getting emails from someone asking me to pay for a box I DIDNT RECEIVE! Awful company.
I truly recommend you not to buy from them.

Do not use Bax Music! What a waste of time and money it has been. We ordered some DJ Truss for a show in November 2023 that never arrived. When we requested a refund for it, they sent us a partial refund for some odd reason (even though the product never arrived). Since Nov 2023 till now (end of March 2024) we have been going back and forth in loops requesting the rest of our refund, and they keep taking the piss by telling us we haven't provided the bank details, then the confirmation number, they even went as far to say we weren't emailing from the original email we had been communicating on (even though it was the same email thread and clearly the same email address). We have holded off writing this review for a few months to give them the benefit of the doubt, but it's seeming clear that there's something else going on. Avoid at all a costs!

Stay away from this company. If you ever need costumer service is a joke. Been having problems since LAST YEAR.
Imagine this:
-You buy a product
-Half comes faulty
-Bax officers to replace only faulty part, specifically saying keep the rest, send only faulty part.
-No contact
-I contact, apologies but please send the full product for replacement, costumer service made mistake.
-goes back to print label and back to post office.
- waits, no contact. Weeks.
- calls, things take time. Reply from bax.
- email from Bax, no longer have my product available. Offer refund or replacement of faulty part and return of my old half of bundle. (Back to the beginning)
- wait weeks. No contact.
- call bax, no one knows anything. Rude costumer service hangs up after saying "we don't know where your old interface is, is probably lost" and hangs up
- call again, explained costumer service made mistake, they can't send any of the equipment back or replace. But will contact me back. Also request to talk to manager due to previous ruse experience. No manager is ever available, only through request.
- days, no call from manager but email saying found solution. Upsell to better model for extra 100 pounds.
- reply asking for a better solution.
- silence.
- keep emailing.
- silence.
- try to get CEOs attention
- ignored, comments deleted.
- still no contact.
- still no equipment.
- still no solution
- you are keeping my money and equipment and dragging for months. Costumer service replye again after last call... "We don't know, we work from home, you have to keep waiting for a reply"

This is where I'm still. In Bax shop limbo.

This outfit took my order on 7/2/24 and said there was a delay of 2 to 3 weeks. They charged my Credit Card immediately, but I trusted they would deliver before end February. I then got a further e-mail saying delayed by a further 4 weeks and then on 7/3/24 another e-mail to say yet another 3 weeks delay on top - it looks like around 8th April is when they now expect to take delivery. The product is available elsewhere and in view of the latest delay I have 3 times asked for the order to be cancelled and my Credit card refunded urgently, so that I can buy the item elsewhere. So far, they have failed to respond at all and I am really worried that they may not be genuine. Looks like I will have to contact my Credit Card people to get my money back, as I no longer trust Bax!

I got one of the tables think it was 280 and was blown away by the quality, it feels like it should cost 500 recommend

Absolutely appalling customer service.

I'll keep it short and sweet.

Bax received my faulty return 21 days ago and they still have my money. Today I will be contacting my bank to chase my funds back as Bax don't seem to be interested in giving my money back themselves.

AVOID

I had to return faulty speakers, and their courier failed collections five times over two weeks.

Now five days after the collection, BAX returned the speakers! I have never faced such ineptitude as this.

BAX staff advised that we put a label on each box: 'REFUND' also registered on the returns form.

Many emails were exchanged, and phone calls have proven fruitless.
Avoid at all costs!

I ordered a controller for djing as our original one was playing up the website said if I ordered on the 13th July I would get on 17th July. I tried ringing the number but did not even ring (think phone was off hook) I emailed them to get a generic message back we are dealing with your enquiry, I emailed customer services the reply was we can't guarantee delivery dates. I have now recieved it 1 week late. I would never use this company again as it seems they are taking orders & cannot fulfill the delivery dates that they themselves set

I ordered a subwoofer, which arrived not working. Despite returns policy stating they collect items over 20KG, they've told me I have to pay to have it collected. Absolutely shocking, no regard for the customer or for the law. Never coming back.

I ordered on the Monday and received an email stating goods had left the warehouse on a 24 hour express delivery. Thursday night and still no delivery. I've sent emails, tried them on the phone and absolutely nothing back at all. I have even posted several messages on their Facebook page - which is nothing but complaints! Nothing. These guys are either incompetent beyond belief or con artists. Either way avoid these clowns/crooks like the plague.

If I could leave no Stars I would, Terrible Company -Delivery went wrong (Tuffnells ceased trading) Bax took no positive action, wouldn't re-send a new item and said via a 'standard' to everybody email, leave it with us and we'll let you know! Their attitude is 'Tuffnells have your piano - not our problem' No replacement, no date, no confirmation and don't answer emails or phone calls. Appalling company, AVOID and use a UK music store, Bax are the cheapest online for a reason they are unprofessional and have a poor attitude to customer service!

DO NOT PURCHASE FROM HERE! They sold a faulty mic which caused a fuzzy sound, I sent it back for a refund which they said was supposed to take 8 days. 8 days later, No money received, I had to call them to ask for the refund. Customer Service had no idea what i was talking about.

Later in the day, I got an email refusing to send a refund and they held my item for ransom, asking for additional money. Illegal Practice. AVOID AT ALL COSTS

4th order now, not 1 has turned up on time in fact extremely late every single time! Sort it out!

Order number: *******

Am doing a return, was supposed to have been done on Wednesday 5th Jan, instead UPS turns up on Tuesday, and asking for customs paperwork, for a return, as BAX told them the wrong thing

So I call them, reschedule for Friday, today

I am sent an email saying this, and promised another one confirming this. That 2nd email never arrived

I emailed them, no reply

I called them, their phones don't work, they suggest emailing them!

I want this pickup done, and my money refunded.

Not being to even talk to them is beyond appalling

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I was supposed to get an email on the 9th confirming a pickup for the 10th of Jan. I have received no such email. The fact that I'm not even surprised should tell you all you need to know

As of 11th of Jan it has still not been picked up

I cannot begin to describe how angry I am

BAX, as a company seem physically incapable of arranging a return. They are obviously not fit for purpose. I can't imagine ever using them again, for anything.

Avoid this company at al costs. I cancelled an order due to delivery not being as stated at time f ordering and am still awaiting a refund some six weeks later. The company are now not answering my messages. When I contacted my card provider they informed me the initial payment had been set up by Bax Music shop as a recurring item (like a subscription). A bunch of chancers

Bax music have been THE VERY WORST company I have every had dealings with. I was promised a refund nearly a month ago, I was told it would take 5 days then 7 then possibly 10 days. All those dates have long come and gone. The company are a nightmare to get hold of and as yet my money is still sat in their bank with no sign of moving. I would never ever use or recommend this company again. Not even to my worst enemy

Been researching this company due to difficulty in getting refund, now at day 60 and still counting for a refund of over £200.

Found the website is shown as Bax Music a rename of the companies house registration of Bax-shop.

Companies number or registered address not shown on website.

No evidence of a Data Protection registration but very unlikely they are exempt from the requirements.

Company started by two brothers in 2015 companies house shows one of the brothers resigned as a director in 2019.

Clearly trying to be an online box shifter with minimal quality controls, which is demonstrated by the complaints listed here. Clearly a percentage of deliveries will work but when they have to handle the failures they simply have too little resource to fix, which explains all the lengthy delays despite what they say on their website.

Perhaps an investigative journalist needs to dig deeper.

If you give this company your money be aware that there's a good chance that you will will not receive your ordered items and you will lose your money. Customer service will not call you back and you will have to deal with the stress of constantly emailing and calling them only to hit a brick wall with them. There are hundreds of people in the same position as myself. So do your research beforehand.

I ordered an Audio Source expression pedal from BAX on Friday 14 July, with a target date for delivery of Thursday 20 July. On Monday 17 July I received separate notifications from both BAX and ParcelFrorce (courier) that the product was in the ParcelForce system – 'Advised'. When on the 20th I saw on the ParcelForce page that the product was still 'Advised', I phoned BAX about my concerns. Their agent told me that the product was in Kent, would get to me and that they would consider compensation if it was late. I was so taken aback by the blasé attitude of the BAX agent that I decided to conduct further communication via email. Apart from Sunday 23 July, I have emailed BAX at least once a day – and sometimes twice - enquiring about the whereabouts of the product and when it would be delivered. I have received no response whatsoever from BAX. The ParcelForce page still says 'Advised' – see attachment. Before beginning this dispute, I tried to phone BAX but the phone just rang out. I am beside myself with frustration at not having any response from BAX and not knowing when, if ever, I will get the product. I have raised a dispute with PayPal which I will escalate later today. I am also going to file formal complaints with Trading Standards and Companies House.