Bad Experience with Bax

[GR7G5TER]

So I ordered a brand new Fender USA Vintage P bass a long with some strings, earplugs and a cheapo wireless system in November.

 

When the box arrived, oneside of the box was open. On inspection the earplugs and strings were missing. The Fender hard case lid was misaligned and one of the clasps wouldn't open with some giggling. It looks like the box had fallen over and taken quite an impact. Whislt the bass looked fine, I wasn't prepared to keep hold of it knowing that it must have had quire an impact and p[otentially have an issue down the line.

Spoke to an agent (it took over 30 mins to speak to someone) who said they would initate an investigation and raise the refund. I had to chase them up to get the return forms (wasn't possible on their website).

So the bass went back and the tracking shows they have recived. I was away over Xmas and new so gave them till i came back. No refunds, no contact, nothing, nada, zip.

 

I've spoken to them on the phone 3 times since I retuned and nothing is moving forward, infact it's moving backwards, yesterday I was asked to send photos of the box the bass came in (i told the agent to go to the warehouse and take the photo himself since he was closer to it) and how did he think I had returned it!

 

To run salt into the wound, the wireless crapped out yesterday (Mooer Air POS) and won't charge (that's not Bax fault) but i have no confidence that I'm going to get a refund.

 

To sumarise, 4 items ordered, 2 didn't arrive and 1 was damaged.

 

How long should I wait before I submit a small claims case?

 

I wish I had done some research on Bax before ordering, having now looked into them there is no way i would buy even a pletrum from them, their online reviews are terrble and evey social media post they make the comments are full of people letting the world know to avoid them.

 

As an aside, I was really majorly disapointed in the vintage hard case that Fender supplied, it was absolute rubbish and the bass could move around inside when it was closed!

 

Aside from legal action what else should i be doing here?

 

[fretmeister]

If you paid with a credit card or paypal, get them involved.

[Steve Browning]

I have to say, I never keep hold of Fender type cases. Basses can move around in them freely. 

[GR7G5TER]

45 minutes ago, Steve Browning said:

I have to say, I never keep hold of Fender type cases. Basses can move around in them freely. 

If I was ever to buy a Fender that came with a case, I'd ask for a discount and for them to keep the case!

[GR7G5TER]

1 hour ago, fretmeister said:

If you paid with a credit card or paypal, get them involved.

 

I did buy with a credit card!

Going to ring them now!

[nekomatic]

Yep. 
 

Also the faulty Mooer (now why does that sound familiar…) is Bax’s responsibility to sort out, irrespective of any warranty you might have got from the manufacturer. Since the fault has arisen within six months of purchase the onus is on them to show it wasn’t faulty when you bought it, not the other way around. 

[edstraker123]

Bax and Mooer are both on my never go near again list !

[Bolo]

Take them to court within four weeks? Bit rash isn't it?

 

How come you took no pics of the damaged parcel when it showed up at your doorstep? 

 

Don't get me wrong, Bax should be doing everything they can to correct the situation but are you going about this in the most effective way?

[Kev]

Aren't Bax the one that offer a 30 day trial period on their products?  Doesn't bode well for that if they make a meal out of sorting out missing/faulty goods...

[BillyBass]

I always think that when you buy stuff from very cheap online companies, particularly from abroad you are taking a risk.

 

I have used Bax before once (pre Brexit) and the transaction was smooth.  If it hadn't been smooth then I expect the contact, return, refund etc would have been problematic.  Companies like Bax and others of a similar vein keep prices low by several means, one being keeping the payroll to a minimum.  Minimum staff equals poor customer service.

 

 

[edstraker123]

17 minutes ago, BillyBass said:

I always think that when you buy stuff from very cheap online companies, particularly from abroad you are taking a risk

Especially when they mislead you by having a co.uk url and an English address in their contact details.

 

Having said that, Andertons have been no better in sorting out my Mooer issue so far so it isn't just cheap foregn companies at fault.

[BillyBass]

29 minutes ago, edstraker123 said:

Especially when they mislead you by having a co.uk url and an English address in their contact details.

 

Having said that, Andertons have been no better in sorting out my Mooer issue so far so it isn't just cheap foregn companies at fault.

I imagine it would be impossible to find a musical instrument shop, or delivery service that hasn't had at least one unsatisfied customer.  For every ten of us that would praise Andertons, or anyone else, there will be those whose experience has been negative.  

 

I have had a very positive experience buying stuff from Andertons and being that they are just over an hour away from me on the M25, I will use them again and accept that the slightly higher prices they charge for stuff as payment for the good customer service I have experienced.

 

 I was under the impression that Bax were based in the Netherlands, or was it Belgium?  Looking at the Bax website, however, you are right, they now have an address in Kent.   On further investigation, Basepoint Business Centre offers 'virtual offices' so let me guess, Bax probably don't have any staff at all in Kent; just a virtual office.

Edited 15 hours ago by BillyBass

[edstraker123]

Yes Bax is in the Netherlands - you do wonder how they can be so cheap given there is no futher duty to pay when the goods arrive - or maybe we are just being rinsed by the UK retailers.

Andertons have till Tuesday to sort my issue out - I've bought a lot off them previously without any issue so hopefully they will resolve it before then given they had promised to do so- I've emailed them this morning asking for an update.

[fretmeister]

2 hours ago, edstraker123 said:

Yes Bax is in the Netherlands - you do wonder how they can be so cheap given there is no futher duty to pay when the goods arrive - or maybe we are just being rinsed by the UK retailers.

Andertons have till Tuesday to sort my issue out - I've bought a lot off them previously without any issue so hopefully they will resolve it before then given they had promised to do so- I've emailed them this morning asking for an update.

 

 

There's no further duty to pay because it's already included in the price. 

[GR7G5TER]

13 hours ago, Bolo said:

Take them to court within four weeks? Bit rash isn't it?

 

How come you took no pics of the damaged parcel when it showed up at your doorstep? 

 

Don't get me wrong, Bax should be doing everything they can to correct the situation but are you going about this in the most effective way?

 

When they are not answering calls or emails is it really rash?

How long would allow a company to have £1.8k it your hard earned.

 

I did take pictures and videos when it arrived.

My comment was why are they asking me for it now after 6/7 weeks when they know it's already been sent back.

It just feels like delaying tactics from them.

 

Do you have any other feedback as to what you perceive I'm doing wrong?

[GR7G5TER]

13 hours ago, edstraker123 said:

Bax and Mooer are both on my never go near again list !

To be fair the 4 mooer pedals that me and and my son have have been faultless

[GR7G5TER]

6 hours ago, BillyBass said:

I always think that when you buy stuff from very cheap online companies, particularly from abroad you are taking a risk.

 

 

I wish I Could say it was cheap! The bass was the cheapest I could find online inc delivery and decent returns policy, but it was only abround £30 cheaper than Gear4music.

 

They did also have the best price on the mooer POS (It's PO 5 but P.o.s is the perfect name for it!) especially when combining postage.

 

Unfortuately these days I live out in the sticks and access to decent music shops is gonna be a long drive. Do I do miss being a 35 minute drive from Andertons, who I have always had good experinces with even if they are a little more expensive.

[dave_bass5]

If they have a Facebook page, post on that. I find doing this gets results a lot faster than emailing them etc, especially if it's a negative post. 

[mr4stringz]

As above, card company will sort via a chargeback. They may ask for the evidence (return info, emails, timeline etc) so get that lined up. Should be rather straightforward from there. 

[12stringbassist]

My guitarist has had the worst time with knackered gear from Bax.
I wouldn't buy from them if they were the last place on Earth.