Merchandise incomplete/damaged, slow customer service ignores request for replacement I purchased a Roland TD-27KV-E drum set from Bax Music on 7/10/22. The set was sold as "B-stock", which is merchandise in very good condition with signs of use, as is the case with returns/demonstration models. However, the Roland TD-27KV set looks like it has been used for a very long time (years). It shows heavy signs of use, including: - scratches on the underside of one pad - heavy wear on the bass drum module (the module no longer recognizes every hit; the hitting surface needs to be replaced) - large (water?) stain on the snare, the electronic snare seems to have gotten wet - missing wing screw for mounting the module: the module cannot be installed tightly - unpleasant smell (especially the cymbals): The set smells like it was used in a smoking environment These defects were not visible in the photos shown in the web store (the photos were of low quality). In short: I paid a price for B-goods, but did not receive B-goods, but intensively (and presumably long) used goods with heavy signs of use. The condition does not correspond to the price paid. Accordingly, I emailed customer service asking them to replace the damaged/incomplete parts (bass module, scratched pad, snare head, wing screw, odorless cymbal/hi-hat) or adjust the price to reflect the condition. After five days of waiting (a previous request had taken two weeks to process), "customer service" responded. However, instead of responding to my request and providing a replacement for the missing/damaged components or at least a price reduction, they just replied curtly that I should send the drum set back - without providing me with a return form. So now I am supposed to pay for Bax Music to deliver goods that do not match the condition stated on their website. Since it is a 40 kilogram drum set, it has to be shipped as bulky goods/freight, which costs me another vacation day, since DHL picks up such large pieces in a time window of several hours. And this is only because Bax Music refuses to exchange the missing/damaged components for working/undamaged ones. I should have listened to all the bad reviews. Never again, absolute warning to anyone considering buying here! Update: On Nov. 23rd a Bax employee named Jamie offered a partial refund of 100 €. Still waiting for a refund/reply. They completely ignore my messages.