I purchased a piano through Bax Music on Saturday 30th November and booked a delivery date of Wednesday 11th December through the website. Bax Music’s couriers decided to attempt to deliver it on Monday 9th December when no one was in the house. I called up to rearrange a delivery for Friday 13th December and took annual leave to ensure I would be around to collect it. No one turned up. I then sent Bax Music customer support an email asking for an explanation and solution. 5 days later I had yet to receive a response, so called their customer support. After waiting a while for someone to pick up, the customer support agent had no clue it wasn't delivered on the previous Friday. I asked him what he was going to do about getting the piano delivered. He suggested I contact the courier myself as there was ‘nothing more’ he could do. I explained that I had contacted them multiple times but they either didn't pick up or promised a delivery date and then didn't deliver. I then asked for a refund but was told this would be 'difficult to do' and the line then went dead. I called again but no one picked up so I tried a different number. After another long wait another customer support agent answered. I explained that my purchase hadn't been delivered and that i'd like a refund. I was then told she 'didn't have the authority' to process a refund and she would need to ask another department. I asked to be put on hold while this was done but she refused. I am now pursuing a refund through my card company and it looks like the family Christmas present won’t be arriving after all. All in all an absolutely abysmal service by Bax Music. Long customer service waiting times, no responses to emails even after 5 days, and unwillingness to refund money for undelivered goods. Do yourself a favour, shop somewhere else and avoid the nightmare.