Talean

On 18/07/2020 at 13:26, Woodinblack said:

Another week gone past, still no more contact or anything happening. 

I think I probably need to start looking at what I need to do to get my credit card company to do a chargeback on them. I can honestly say I have never dealt with a big company that have been this bad at doing anything.

Their prices are cheap but then I guess if you don't need to pay any staff to do customer support, your costs are low.

That sucks to hear. The only thing I can think to suggest is just hounding them daily with phone calls and Facebook posts (bad publicity for them - unfortunately I've had more than one company only action something after putting them on public blast), though you shouldn't have to spend so much of your time on it. Otherwise a chargeback is probably your best option (and will probably require less work on your end overall). With all your attempts to chase them up, receipts etc, the bank should move fairly quickly with that.

That would go a long way to explain their costs. Funny story, I found the companies owner on Facebook, when trying to sort mine out, and he had made several statuses about not getting refunds from airlines. On each of these, there were several comments from individuals who had been waiting to receive a refund from his company.

You'll definitely get your money back one way or another, but it's awful that it requires so much effort and time on your end, and so much neglect on theirs.

2 minutes ago, Woodinblack said:

It is. They finally got round to emailing me to say they are looking into it, and I am happy with that, or I would have been happy with that last week. I know hermes are having trouble, my wife is have problems with stuff she was sending to customers, but she carried on trying and kept in contact with her customers so they knew what was going on.

If you can let your customers know they are important to you and you are putting an effort in, it makes a huge difference.

100%. A quick message just to let you know the cogs are still turning does wonders.

I'm not a big believer in 'no news is good news' I must admit. Especially when a company and not-insignificant amounts of £££ are involved.

12 hours ago, Woodinblack said:

Well, now I have asked them again, and they have failed to call me back twice, so at the moment I couldn't recommend them to anyone.

Aye, as much as stuff does tend to get sorted in the end, I couldn't recommend the store either, as you shouldn't have to do so much running around and waiting.

The only thing I can suggest is to keep hounding them on the phone, maybe put a post on their Facebook page (they won't action it, but I did that + kept calling them, I think they sped up their actions just to get rid of me).

Sorry to hear your still having trouble with them though. As much as Hermes may be at fault re Delivery, it's abysmal CS on Bax's part.

26 minutes ago, Woodinblack said:

And I got a callback from them this morning. They have a notification that it was in the system on the 21st from hermes but they haven't recieved it yet. Which I can fully believe from my wifes current dealings with hermes (and why I was concerned it going with hermes at the moment). So they are going to investigate and get back to me.

So that is fine at the moment, I only wanted an update

Excellent, glad that things are moving. Can believe Hermes being a bottleneck.

21 hours ago, Woodinblack said:

... They said they would send an email to the return department and they would ring me back.

Aye, I was told I'd be called back before, but it never happened. I received the refund note and then the refund so never called to chase up, but you're probably better off ringing again rather than waiting for the callback.

16 hours ago, Raslee said:

I've been told in the last few days they have received my item but it needs to be registered with the returns dept 😳.....I've since emailed again but still not a lot of comms coming back.

... wonder if they  are currently under staffed or otherwise struggling as a result of the pandemic.

Sounds about right, needing to register it first, and that taking a while.

I hadn't ordered from them before the pandemic, so it may well be that this is just due to staffing issues etc. They do seem to have quite a delay between each 'action' or department.

How strange. I admit I don't know if they use other carriers occasionally, I've only ever heard of them using Hermes, but that is actually baffling.

Aye I heard a lot about people in the past not having issues.

My order, bar the refund aspect, was fine, if a bit delayed. Seems to be a case of it usually going right, but if it doesn't, it can spiral out. From the conversations I had when chasing my refund, there seems to be a lot of miscommunication between departments (for example, I was sent the wrong invoice, refund was coded incorrectly twice etc).

From your amp turning up the next day Doug, I assume they sent them out in separate shipments and one fell behind. I know they use mendlay(sp) in France, with Hermes doing the last mile, neither courier has stellar reviews, which would explain delays. I had an order sat in mendlay's center for a few days longer than it should've, although I attributed this to Covid.

On 12/06/2020 at 19:17, Raslee said:

I’m in this same boat awaiting an amp return refund...I’ve heard diddly squat since the return. 

Sorry mate, never saw this in my notifications, realise this may be moot now.

In the end, I had to ring them 3 or 4 times, waiting a week between each call. Had to be a phone call, they wouldn't answer emails or social media.

They had records of all previous calls, and the last call I had with them, they told me they would get someone to ring me back in "1 business day". Never heard back, but the next day I had the refund credit note through, and the refund itself the day after.

Unfortunately, it's a case of having to keep chasing them up till they get fed up of it.

I no longer have the links, but there are articles on money sites about getting refunds if the store won't play ball and references to selling acts. As Bax are in the EU they're held to the EU regulations, so you can quote these to try and scare them (which was going to be my next step). Alternatively, and this was also going to be where I went next, chargeback schemes with your bank will get your money back. Easier if you paid with Credit Card but also doable if it was debit. If you used Paypal you could raise a dispute through them.

Hope you get your refund sooner rather than later, but you will definitely get it.

After 3 phone calls and 4 weeks, I did get my refund thanks. Seems they require a bit of leg work from the customer.

Just throwing my hat in this ring rather than creating a new thread, I'm still waiting on a £200 refund from Bax, 4 weeks after initially requesting the refund. Each phone call I make they give me another excuse (usually something to do with their billing department entering a code wrong). I've ordered from them once before, and it was fine, albiet 2 days late.

I'm glad your order turn out alright Carl, just don't try and return it!

On 26/05/2020 at 18:48, Dad3353 said:

Good evening, Talean, and ...

Plenty to read and amuse you here, and lots to learn and share.

Little late on this one sorry, switched Notification settings now ha.
Yes, definitely plenty to read, may have been doing a little more reading than working recently hahaha.

15 hours ago, Ricky 4000 said:

I reckon you'll fit in rather well around 'ere...

Haha thanks, does seem that way, certainly been a warm welcome.

27 minutes ago, SpondonBassed said:

It's odd isn't it?

You see a bell, you expect it to make a sound... not light up.  I mean, I'd hate to flick a light switch and instead hear the ghost of Big Ben while I still struggle to see how many groats I have left in my man purse.

I guess it's better than Big Ben "going off" and just floodlighting Tower Bridge. Just a casual multi-car pileup.

On 19/05/2020 at 15:33, SpondonBassed said:

Welcome Talean.

Good to see you are covering both styles of playing.  Some here have polar opinions about that.  I enjoy them both.

Thank you  I too enjoy them both, different styles suit different tones, I think they both have their place.

22 hours ago, baldwinbass said:

Hi Talean     

7 hours ago, Teebs said:

Hiya Talean

Thanks guys, glad to be here 😀! (sorry for the late responses, never saw the bell light up)

Yo, northerner/ex-midlands'er (Midlands is real dammit!) here, I've been lurking on these forums and the bass forum from across the pond for ages, ever since I thought about getting into bass. I play drums - or used to, but have been living in flats ever since I left home for University, so I'd been looking for something to fill the void, and I always leaned towards sexy basslines and the rhythm of things over killer riffs (still love a good riff though, I'm just awful at it).

Been playing about a year now, and I feel my appreciation for music, and ability to make out the bass tones in less well-mixed tracks, has grown greatly, along with my ability to play the thing! Learnt a lot from this site, some really helpful forum posts (and some "unhelpful" ones, GAS is real - although being left handed helps, no signature guitars to pine over). Looking forward to learning more, and maybe actually contributing. Currently working on my pick technique as it is woefully behind my finger style. See you around!