Simply awful customer service. Item not arrived two days after it was promised. Bax unsure as to where the item is. Have to chase for replies to emails. Ask for refund. Told not possible as item is in transit? Lost? Awful experience. I am still without item and without my money.
Review by Amorim5 months ago
Ordered a small portable midi controller (new Nektar Impact LX25+) from Bax Shop. It arrived with cracks in the bottom plastic cover and a scratch on one of the white keys, looking like a B-Stock item, not like a new product.
The package was looking good on the outside so I had no reason to refuse the DHL delivery.
I called them immediately to report the issue and asked them to assist me to get the product that I have paid for - a new product that looks and works like a new product.
They were very friendly on the phone and asked me for photos. They also said that if I can test if the keyboard is functional and I don't mind the cracks so much, they'll offer me some sort of compensation for the fact that they sent me a damaged keyboard or I can send it back for a replacement or refund. Sounded fair to me.
As requested, I sent them several photos revealing all the cracks on the bottom of the keyboard. No answer for a few days. Sent them another e-mail, asking them to confirm that they received the photos... no answer again.
A few days later, after reaching them over the phone again, they replied to my emails and they said that the cracks are not clear in the photos (they were clear) and that all they can offer me in return is "10 euro discount on my next order". Ha-ha-ha...
This was the moment when I started to wonder about how do they treat their customers.
Still, I spent some more time to record and to send them a 1080p video revealing the cracks and another 12Mp photo with the scratch from the lower C key.
It took them a few more days before they replied that I should just return the keyboard for either a replacement or for a refund.
A short online search about Bax Music revealed to me that there are hundreds of customers who either got no replacements or broken replacements or who got their money back after a very long time. Some other users reported that they have paid for multiple items in one order, asked to only have the order shipped if all the items are available and they only received their order partially, without any refund for what was missing.
Of course, after reading about what other customers have experienced with Bax Shop, my trust to send the keyboard back for a replacement or for a refund is very limited...
In the end, having a cracked keyboard that is still functional is better than having no keyboard and no money back...
Their return policy is to only send replacements after they receive the defective items back. According to the information on their website, their return policy is meant to allow them to refuse to send replacements and/or to only partially refund unhappy customers, depending on their subjective evaluation of the returned product or on how well DHL handles the package. Both these things are out of the customer's control, but the customer has to take responsibility for it. Fair? I think not...
I might be biased, but as long as I have paid for a new product and they sent me keyboard with fissures and scratches, how is this my fault and why should I have to take responsibility for their mistake?!
On top of this, by following the instructions that they sent me the first time, I wasn't even able to fill in the return form. Their website didn't want to accept my German postcode as valid so it was impossible to register the return request in their platform.
Messaged them about this and they sent me the same set of instructions. This time it worked, but meanwhile I found out that sending the keyboard back to them might result in having no keyboard and (best case scenario) having my money back after weeks or months...
They were also extremely slow with the replies. I had to message and call them over and over again to get some simple answers.
I speak English and I was able to reach them over the phone as they do not offer customer support in German.
The phone calls and all the e-mail exchange took a very long time... more than 1 week... and their only "solution" was to send them the keyboard back and then wait for a replacement/refund...
Is it fair for me to wait until they decide what they want to do about it when it was their fault to send me a broken product?
Is it fair for them to want the customer to take responsibility for their mistakes?
I hope others will have better luck than I had with Bax Music.
For me, it was a horrible shopping experience and I felt tricked and treated in a disrespectful manner by their customer support who were only partially reading my emails and sending me "standard replies" with huge delays.
I will never buy anything from Bax Music again.
Fortunately, it was just a 90 euro loss and not more, but I think customers should be treated with respect no matter how much they spend on an order.
Without customers, any shop would worth nothing.
Review by Dillman Katrin6 months ago
Top Ware, Top Service.
Review by Kenyett Claxon6 months ago
- on their website says the delivery takes 2 days and actually took 4 days.
- the way the guitar was packed wasn't the best although it came in one piece.
- good price
- guitar's setup was perfect. I don't know if it was like that from factory or bax-music but I never got a guitar with perfect set up like this one.
Overall I had a good experience with them, probably I will buy again.
Review by Barlev7 months ago
Fast and nice
Review by Dquinones8 months ago
Super quick shipping. The uke case fits my uke snugly and is a good option for the price.
Review by MissyLynn8 months ago
Top dealer. Fast shipping. Anytime again.
Review by Snappy9 months ago
Review by RogerChartier11 months ago
ORDER NR: M500187251
I've ordered a Marshall Woburn Bluetooth Speaker from Bax-shop as a Christmas gift. I didn't get any information about the delivery for some days then I received an e-mail just some days before Christmas that I'm not gonna get my Christmas gift! Reason was that they won't get the product anymore from the manufacturer!??? They have paid my money back approx. after 2 weeks but I wanted to have my speaker not the money. IF YOU DON'T HAVE IT, DON'T SELL IT!
Review by OptionTrader Muruamendiaraz11 months ago
Ordered a microphone and a corresponding cable. Needed it quickly so I did pick UPS for an extra 15 EUR because this option showed delivery within 2 days on the BAX Music website. The parcel then arrived 1 week later - wrote twice to their customer support to get the express charge refunded, but still no answer. A very poor service encounter.
Review by Bafford1 year ago
Best online price for a medium/large simple pedalboard. Quick dispatch and delivery.
Review by AAsher Wohlbach1 year ago
Perfect. High Speed deliivery, easy and reliable.
Was a pleasure.
Review by Eleida Ditallo1 year ago
Fast delivery. Product as advertised.
Review by Normalina Makow1 year ago
Products are not labelled or described correctly as second-hand or B-stock at the Bax Music online store. You may still receive a second-hand or B-stock product as I did. This is clearly misleading the customers and the staff seems to have no idea what the condition of the product is they sent out. I hence cannot recommend the Bax Music online store.
Review by GZiemann1 year ago
Review by Offshore Pekara1 year ago
I have bought a E Piano Yamaha p45, very quick delievery and good Piano.
Review by Sereda Joundi1 year ago
Review by Fku1 year ago
Top Ware, top Service!
Review by Sparkychick1 year ago
_,.~^' T O P '^~.,_
Review by Macherel2 years ago
Fantastic little Acoustic Guitar Amp for small Gigs. All what a Singer/Songwriter ever will need. Build in FX (Reverb and Chorus) and an buildin Looper that makes a lot of Fun to use and jam along your own Backings! Sold my Fishman Loudbox for this little Beast.