Bax Music

Very quick delivery and carefully/nice packed

The "b stock" unit was delivered with missing casters, even though it was depicted with casters on (in the detail pictures).
Also, packaging was very amateur-like: no box, no protection on the corners of this rack. This resulted in a bent rack corner.
No way! Never again!

I ordered a guitar which arrived about two weeks late. Getting hold off customer services was difficult, but this was as the COVID-19 crisis was beginning to bite so I can understand that they may have been having difficulties getting staff in or organising fresh ways of working. I did eventually get a response, but this was when I tried contacting them through the website. The guitar eventually arrived but it was damaged during transit and poorly finished. I tried to open a discussion about how to resolve my issues but they didn't really listen and just directed me to their returns procedures. Anyhow, I returned the guitar and they replaced it. Unfortunately I am away with work so I can't check to see that the replacement is better than the original.

In short, their stated delivery date was missed by a wife margin, but that could have been down to COVID, their customer services were very difficult to get hold of, maybe COVID again, once contacted communication was poor, the quality of the packaging was terrible, the guitar itself was less than it should have been.

I have given 3 stars because they supplied a guitar and replaced it when it was faulty, so they met the minimum requirements. Eventually.

During the same period I ordered guitars from both Thomann and Gear4music. In both of those cases the guitar arrived within 3 working days. In Gear4Music's case it arrived with a small fault. I contacted them and we reached an amicable resolution the same day.

Product just did not arrive to me, no reply on e-mails, no answer on the phone calls. Neither impossible to get money back nor product… First time in my life see such service.

Ordering was very easy. I was happy there was a video from the instrument so I could hear how it sounds like.

Delivery was good. Also that they say, check the box first, to see if everything is alright. It was really good wrapped, so no worries about dammage.

It's now nearly 3 weeks since my package was due to be delivered. I emailed Customer Care 16 days ago asking for an update, as I never even received a tracking number.

They replied 12 days ago saying they would "launch an investigation" into the situation. I then emailed twice, 10 days ago and 5 days ago and got no reply whatsoever.

Either deliver my package or give me my money back, simple!

Ois easy… OIS SUUUUPER!

very good product

Sold me an old license of a software (not mentioned correctly in the product page). Had to pay upgrade fees additionally. Seller didn't respond to my mails. Article still with wrong description in their webshop waiting for other customers to make the same mistake.

Fast shipping, secured packaging.
A++++

super, danke

never trust Bulgarians

Alles gut! Tiptop.

Very fast, great job

super super gut

Top Ware, Top Service.

Good Shop cheap and Fast i come Back <3

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.

Alles top! Danke! :))

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.

Negative:
– 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.

Positive:
– 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.

Super quick shipping. The uke case fits my uke snugly and is a good option for the price.

Top dealer. Fast shipping. Anytime again.

Everything perfectly

Fast and nice