Bax shopReviews 94

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.

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

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!

Ordered some acoustic Guitar strings approx 3 days ago. Guaranteed express delivery promised via Parcel force
Initial comms on purchase Good, but, unfortunately response poor in the following day or two

Latest update: this evening

Package received via Parcel Force this afternoon, and all OK, although with slight damage. Internal contents thankfully fine
Comms have improved dramatically. Understand that Box Music have received high traffic enquiries from customers, re delivery status which reflected late response to e-mail enquiries
Overall would recommend Box music, but some patience required
You can expect everything to go OK eventually

Thanks again guys, for pulling out the stops. Also good quality merchandise

Kind regards
Philip J

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!

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.

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.

They dealt with my problem in the end.
I had to wait quite some time for a resolution but I have been promised a small cash back refund for the small damage to my goods.
I am satisfied now.

I had an overall good experience with BAX until I sent my MPC One in for repair under the 3 year warranty. An issue developed with the headphone output on my device, audio is cutting out left to right and there's loud interference noise when adjusting the volume. This has made it impossible for me to use in quite environments with headphones on because the sound keeps dropping out
I sent the item back which all went smoothly. I was supposed to be notified when they received the item but after 3 weeks I still hadn't heard anything from BAX about the status of my repair so I emailed them. A couple of days later I got a reply saying they have thoroughly tested the item and found no similar complaints or defects, its functioning as it should with nothing wrong with it and I must now pay a consultation fee to get it back.
Naturally I was shocked at disappointed at this because I know for a fact there is a problem with the headphone output, I've done several test with different headphones and cables and the result has been the same, its got a fault.
I asked them twice to confirm whether they have tested the headphone jack but the only reply I got was an invoice for me to pay to send the item back.
There is no way I would've sent my device back unless it was a genuine fault, I have emails with BAX going back to January about this issue. You can also do a search of MPC headphone problems and see for yourself other people have suffered this issue, so its deceptive or shows lack of research to suggest they have never seen any similar complaints when I can find it on the net in 2 seconds flat.
I ended up paying the "consultation fee" which felt like a ransom, and the item was returned to me and just as I suspected the same fault remains which was gutting, It was a kick in the teeth to be without my MPC for so long and then have to pay for the displeasure of getting it back with the same fault. I feel betrayed and let down by BAX and feel like I've been treated very unfairly and feel quite used to be honest. It's terrible that I'm out of pocket over this issue which hasn't been resolved. I still have a defective product under warranty but they have refused to accept there is a fault. If I send it back again I fear they will claim to find no fault and charge me again to post it back.
I would strongly advice that anyone looking at products from BAX to check other dealers first because if you need to make a warranty repair you might end up in the same boat as me, which means you paying out and still owning a defective product.
Overall I'm very disappointed and upset by BAX, they've betrayed my trust

Bought a cheap guitar case from Bax (£40, about the price anywhere else). Delivered promptly, for the guitar perfectly, great value. Would recommend Bax on the strength of my experience

If I could give 0 stars I would!

It's 10 days now that they cannot allocate my payment on their account!

I'm receiving emails that they will cancel the order within 48 hours if I don't pay. Barclays(my bank) have found their account upon payment and all the digits matched with their payment request.

Money has left my account on16th of February. They claim that payment was not received until today(25th Feb)!

I've contacted Barclays and bank has confirmed that the transfer was made and the amount was received on the other end.

Be very careful if you decide to purchase something from them!

Before purchase I've phoned the shop and they've answered almost immediately, confirmed that the item is in stock and send me the email with payment link. Now they don't answer my phone calls...

I've stopped receiving replies from customer service, only the automatic emails are arriving asking for another payment and stating that the payment is still not received.

Extremely dodgy practices.

AVOID!

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

Worst. Customer. Service. Offering. Ever.
Semi-acceptable if you are simply buying stuff and dont mind their ludicrously random estimates of delivery times.
For anything else - like if you need to rejig an order... it is utterly bizarre how bad it is, the whole thing has clearly been DELIBERATELY designed to annoy people, obstruct them, frustrate them, vow to never use them again.

Awful service. Not sure the order I placed will Ever arrive. Thinks they have gone bust. Hundreds of other Customers in same boat.

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.

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

I spent £1,134 on an ex demo synthesiser at Bax UK. It arrived late, damaged, and incomplete.

I contacted them about a return and refund. So far, I've had an email with an RMA number. They said, 'A second email will follow with this postage address.' This hasn't arrived, and they're ignoring ALL my emails about this. This is VERY worrying. £1,134 is a LOT of money to me, and I want it back.

Oh, they've also said when (if?) I do receive the delivery address email, I will have to take the keyboard to a UPS drop off point myself. It's an 88 note keyboard, and I've got a small car. I just can't do this. I've told them, and still no reply. Anyway, they took my money and delivered damaged goods to me, why is it MY responsibility to ship it? They should come and pick it up. Haven't I had enough inconvenience already?

If I don't get satisfaction VERY soon, I will raise a dispute over the transaction with my credit card company. At the same time, I will raise a small claims court application. It will only cost me £80. Well worth it to get my money back, and a Court Judgement against them will look very bad. There's also the Sales of Goods Act 1979 to consider.

Why can't they just be reasonable and reply to my emails, and save this bother.

Disgraceful way to treat an already unhappy customer.

By the way, yes, I am a lawyer...

On March 7, I sent them the product (Icon Platform M +) as a guarantee for the repair of a button that had left their site. Since then I have not had a response to any of my e-mails, with the intention of obtaining information on the status of my product supposedly under repair, by phone. Nobody attends you. Yesterday I received the product, AFTER ALMOST 3 MONTHS AND WITH THE SAME BREAKDOWN WITHOUT REPAIR! AND IN UNPLEASANT PACKAGING CONDITIONS!. They are a real hoax. Do not be fooled by giving only priority to the low price, then they are all problems, it is advice!