I ordered a Pioneer DDJ-1000 last Tuesday. It's now a week later and I have still not received my controller, which was due for delivery last Friday. I have checked the Hermes status and it states "Your parcel is on it's way back to the sender". After being told three times by reception someone would contact me regarding the issue I have only just received a call. I'm now being told they will not refund me until they have resolved the issue with the courier! I asked to speak to a manager and once again told I'd get a callback. I was contacted by Matteo yesterday and told they do not know why the package is being sent back to them.  I then asked for a full refund immediately only to be told this was not possible and they'd need to speak with the courier.  I am absolutely speechless. What kind of company operates this way?  You have effectively stolen my money and are keeping it illegally. I have now taken matters into my own hands and contacted my bank, who were very helpful and agreed that you simply cannot treat your customers this way.  A dispute was raised and £1099 has now been refunded by the bank.  Unfortunately the £200 it cost me to hire a controller will not be refunded.  If your company had any idea of what customer service is then you'd reimburse me for this, as it's entirely your fault. I'm not sure if you're aware but your Facebook reviews are appalling.  Someone has even set up a Facebook group dedicated to unhappy Bax customers.  You really need to invest in your customer service. I called around 6 times and not once did I get through to anyone except reception who are no help whatsoever. You should also consider using a different courier service as everyone knows how awful Hermes are.  I ordered some DJ equipment from a rival store of yours two weeks ago, they used DHL and the package turned up the next day as promised.  Take note of this. I'll never ever use your shop again and will tell everyone I know in the industry to avoid at all cost.