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Has anyone bought anything from Bax Music? I'm having a bit of a nightmare with them with my first order.
Ordered a Mesa Boogie Express+ 5/25 on 28th November as they are the best online price I can find and thought it worth savings £70 and they offered next day delivery free. Received auto emails for order confirmation, payment confirmation, invoice and a packing list very promptly. Then nothing, no shipping confirmation or tracking number after 4 days for an item they show in stock.
I have been calling the customer service team repeatedly and all I get told is that there are 2 tracking numbers on their system and neither work, they do not know what the problem is with my order, where it is and when I will receive it. Lost my rag late yesterday afternoon and asked for the order to be cancelled and money refunded to be told that they can't issue a refund until "back office" approve it.
Called again this morning to be told that there is no update and they will call the "warehouse" and then call me back...but nothing and I'm not confident I will hear back from them.
WTF?
I gather the people I speak with in some kind of office and just telesales types (not sure where based) and the warehouse and back-office are in the Netherlands.
I hope this resolves itself.
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Basepoint Business Centre, Shearway Road, Shearway Business Park, Folkestone, Kent, CT19 4RH | UK: 020 36952176
If the track is not working then chances are that's an issue with the Currier company and will be hard for BAX to solve.
I can understand them not wanting to refund on goods shipped and not returned.
They haven't sent me a tracking number, that's the point. They cannot confirm that the amp has shipped. They say they have a tracking number but "it doesn't work" but they won't share it with me.
Yep,, that's the number I'm calling but the girl I spoke to on that number said she was in Amsterdam!
Weird, under Companies House the correspondence address is:
The customer reviews have taken a bit of a dive recently too:
https://uk.trustpilot.com/review/bax-shop.co.uk
Just had a missed call and email, now offering delivery on Tuesday or refund. Tuesday it is.
Better be worth the wait!
They're dodgier that a comedian who avoids tax
He raves about how good they are - so hopefully this is an isolated incident.
He's hand delivering it to me. I put the wind up 'em.
Whatever that address is in Folkestone, BAX shop head office is in the Netherlands.
It sounds like the same fiddle arrangement that DV24/7 used when they were bought out by Music Store Professional in Germany. Whilst its legal, its a bit misleading...
They are sending another amp from stock and I have a new invoice and now at last have a courier tracking number so hopefully this will be all sorted OK, but I agree I won't be using them again.
They are a Dutch company but do have country-specific 'shop windows' for each market they serve. This sort of set-up seems to becoming pretty standard in on-line retailing. For me this was great as I was able to use an interest-free installment payment option using my French bank card, as well as the local pick-up point delivery service. (Neither of which are possible if I buy from Thomann.)
Overall, I found the overall package they offered (price, payment options, delivery) hard to beat.