Saw a lot of weird stuff around bax on public review sites, which is why I’ve never ordered from them
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For the people who don’t read Dutch, the linked news pages above say:
- They blame Covid. Not that they didn’t sell musical instruments and such during that time, but they stopped selling equipment for festivals and the like and that was where the real money was.
- They had a fire that cost them €10 million.
- They had a fight. Originally it was run by two brothers and a father in law and one of the brothers was kicked out. The brother who was kicked out is now trying to buy it back.
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Not in the linked articles but from my own experience: service was hit and miss.
It used to be excellent - you could chat with knowledgable employees to help you decide what to purchase, repairs were taken care of quickly and if things went wrong they’d help fix them for you.
Then they did an experiment with a call center in Paramaribo which was … bad, because the people had no knowledge of or access to the inventory so they were basically useless at anything other than reading off scripts (through no fault of their own, of course).
I’ve also had some issues where products that were advertised as being in stock turned out not to be - of course many days after the promised next day delivery deadline had passed.
This sucked, because originally their good customer service was the only thing that set them apart from Thomann (which itself has pretty decent customer service, btw). It certainly wasn’t the price (although theirs were low enough to knock basically every other music instrument retailer in the Netherlands out of the market). Without good, if not exceptional customer service, they were just another box pusher. And not even a good one.
I’m sad to see them go, though, because without them Thomann has one less competitor to keep them honest.
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I have order £750 in the UK for a charity and the money is from a grant. We ordered at beginning of month and i have chased ever since. After a number of issues they then said stock wasnt available and issued refund 18th which would take 7 working days. I spoke to someone on friday who promised refund would arrive early this week as having an internal error noe cant call and no replies to emails. Does anyone know if i have any chance of getting the money back?? As its from a grant if i dont get it back i will have to return the money from ours funds which we dont have. Any advice would be greatly appreciated
If you paid by visa you should be able to make a claim back
We had to bank transfer as their system refused our card payment repeatedly so were sent a link to transfer unfortunatly
According to this article they will go bankrupt very soon. Most of the time this is bad news for customers with unfinished orders. I hope I’m wrong. 
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Just received a message, Bax have repaired my a4mk2 and now it is on its way back home 
Edit they sent it back without repairing it. Still happy though
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Report to your bank asap, say the company is ignoring any contact and not sending your items.
They might be able to reverse the transaction if you’re lucky.
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The article says “Er wordt ingezet op een doorstart” which means they’re aiming to get someone to run their own company under the same brand name. What that means for customers with unfinished business, I don’t know, however.
And they are now officially declared bankrupt. Jonathan Bax, the original owner, wants to take over the company and aims to continue it. He is seeking for investors.
edit the fb post hasnt been deleted it has nowreappeared with another person commenting with a similar issue
Hi please can i ask how they contacted you. I was promised on Friday by phone and email refund had been processed i now cannot get any conatct via email. I commented on facebook asking if anyone knew how to contact and they deleted the post. This is charity money and it is going to have a huge financial impact for us. I appreciate they are having awful issues but this a small charity and lots of children let down with no equipment for their show as this money was a grant we will have to pay it back and lose hundreds of pounds 
i am heartbroken for our kids
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I feel sad for the people who worked there. Bad thing to lose your job. I wasn’t a big contributor to their finances, mostly bought Devine cables. Apparently no one else sells these, so that’s a bummer too (I always like to keep stuff like that the same brand). Hopefully a new Bax will rise from the ashes.
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Very sad for your situation. I did some quick googling, and you may be protected if you stay vigilant with the bank. If the refund is not processed as you were promised, then I believe that this may count as a scam or fraud.
Also, very sad for Bax employees, but whomever has been handling UK sales has obviously caused some issues for you and various others.
Check this link that I found which says that the suspected fraud must be reported within 13 months and see if the rest of the criteria might apply to your situation. Stay in contact with the bank so everything is documented.
Here in the US a charity is required to have a special tax ID number, and that number would be associated with any payment accounts, I assume that in the UK the situation is similar as it is generally tied to the tax relief provided by the govt to non-profit organizations.
Good luck to you and the kids.
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I wanted to e-mail them and found an e-mail from them in my inbox with dhl from and track n trace link
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I love these stories, while estrangement isn’t uncommon esp in wealthy families, “estranged family member feuding to force sale of business” usually points to asshat attempting to burn down the livelihoods of a lot workers for their sole benefit.
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Thank you so much for this. Yes i do feel awfully sorry for the staff and if it was a smaller ampunt and my own money i would be much more accepting of not receiving the refund. Its has crossed my mind there was a reason we were given a link to bank transfer instead of card. I am also very disappointed how many promises were made by the mutiple staff i spoke with. I am waiting for a call from the bank so will discuss everthing with them thanks again for the advice x
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did you guys here that Mars music is opening back up?
OT: wow thought they were gone for good
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Exactly the same happened with me regarding a purchase from BAX and they absolutely assured me they were in the UK and goods were sent from within the UK, then got stuck with additional import duties, and they wanted nothing to do with me afterwards either. A very dispiriting situation at the time.
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