Unbelievably terrible service. I have not dealt with a worse company my whole life, having purchased music equipment for many years. I bought a pair of studio monitors in 2019 for Bax music, which came with a 2 year warranty. I am a mix engineer, and these became my main monitors which I rely upon heavily for work. After one of them breaking at the end of October 2021, I sent them back for repair under their warranty policy. I was very hesitant before sending them as again, I rely on them heavily, so hoped for a quick turn around. How wrong that decision was.... I was told before sending that I would most likely get them back between 3-5 weeks. This seemed a little long for me, but decided to go with it. I was told, without doupt, that if it took longer than 8 weeks I would get a replacement sent out to me. After the 8 week mark, I have spent the following 3 weeks calling customer service almost every day, and found that I was mislead, misguided, lied to, and quite frankly felt like I was being taken for a total mug. The first week was spent trying to get a replacement, only to find out they did not have any product in stock. I was firstly refused a refund, or the option for them to purchase it for me from another supplier, as they had actually fixed it, and would send it in the next day or so. Having not had a single call back, or any reassurance, I have had to chase them myself every day. After calling almost every day for 2 weeks, being promised a call from a manager, being promised they will be sent out in a day or two, they finally told me that they had lost the speaker in the warehouse. This took me to about the 11 week waiting mark. At this point, I was asking to speak to a manager, and told that the best they can do is message the manager a they will and call you back. That was a lie. I have not been able to speak to a manager once, even after requesting to for over 2 weeks. Eventually they offered me a refund after hounding them again every day for about a week. They then offered me a refund. I was not willing to accept this, as I had been lied to for weeks, and not only that, the refund price would be less than the price of buying a new one. This would not only mean I have waited for going on 12 weeks now, but I would be out of pocket by about £80 to buy a new one. Add that to the money I have lost via work gigs I have been unable to complete due to them holding my speaker hostage. After all that, they have magically found the monitor. I was promised that it would be sent out that day, and 2 days later, it still has not even been scanned or picked up the courier. So I suppose I will be waiting for another 3/4 days without getting it back, and probably end up calling them every day next week to find out the next fiasco. I still would like to speak to a manager, but it seems even that is too much compensation for me. Maybe one day I will get my repaired monitor back, but I am not holding my breath. I have not been offered anything other than a few cables as compensation. If you want a company with good customer service, direct contact with management, honest policy, prompt action and support, I would suggest going elsewhere.