twenty one pilots Reviews 44

Gutted for my 13year old son, ordered him a preorder hoodie released date 12th dec for Xmas present, no one will answer my email and looking at the others comments I am not alone going to have to get a refund from CC, but my son is the one that loses out 😡

Same experience that others have had. Ordered a hoodie for my daughter for Christmas on 31/10 it was on pre-order for 4/12. Not received, no dispatch email or any communication stating there will be a delay. Attempted to contact both on Twitter and via their “Customer Services” form on several occasions - not even had an acknowledgement. AVOID

I preordered one of their hoodies from their european store back in april. It got postponed four times in a row and i wasn´t even notified about the last delay. I finally cancelled my order back in october and was notified that there were problems with them sending the money back to my paypal so I had to give them my bank info. I was then told that my refund was now processed by the financial department.When I asked them to refund me once again in mid november I was just told that my issue is still with the financial depatment. IT´S MID-DECEMBER NOW AND I HAVE STILL NOT GOTTEN MY MONEY BACK.I am beyond annoyed, this is really frustrating and an awful representation of my favourite band.

UPDATE: I received my refund

Placed an order for a hoodie for a Christmas present which was never dispatched. Emailed twice to ask about my order but no response. Zero customer service.

The official merch store for twentyone pilots - it is an absolute disgrace. Unacceptable delays on delivery and a complete lack of coherent customer services - when they bother to reply. One hoodie we ordered took months to be dispatched then got lost in transit. No international tracking, so customer services just kept telling me to wait. in the end I raised a claim through paypal and they immediately refunded my money. We also have an outstanding order placed 6 months ago that we have yet to receive. The order status keeps changing - we've had 3 different 'preorder - released on... ' dates and yet on those dates nothing is sent. When I complained customer services have passed me from pillar to post. I have 2 ticket references for my complaint for some reason and customer service reps who seem to have no idea what is going on. A complete shambles and concerning about what is actually happening in the background. Initially, they were using the COVID excuse for delays, but seriously, they should've got their act together by now. I would AVOID BUYING ANYTHING from them at all costs - which is a shame because my son loves 21 pilots and would buy more merch if he could.

Several weeks ago I ordered a hoodie which was due to be ‘released’ on 30th July. Received a generic email to inform that the release date was delayed and would now by 28th August. Hoodie is a birthday gift and new timescales do not work for me. Contact attempted through several email addresses linked to the store and customer services several times in the hope of changing the order to a hoodie they actually have in stock. I have yet to receive a response from anyone!! Shocking service and would not recommend.

I ordered a Trench casette in august 2019, still don't have it. Have mailed them multiple times only for them to say "it'll arrive soon". Well I don't think so...

I purchased a few lithographs back in October and was supposed to be delivered in November. Ended up getting the package in December except they did not put all the lithographs I ordered inside so I tried emailing the web store which I did not get a response so I called the Warner customer service instead. They told me they would contact the warehouse and that a replacement would be set out. I waited 2 weeks and never got a response or tracking number so I called them again and they said the exact same thing all over again. Waited another week and called again, still the same response except they gave me the warehouse number to call. I call the warehouse and no one answers so I leave a voicemail with my contact info. Next day I call again, no answer so I leave another voicemail. Next day call again, no answer. I call Warner back again and ask for a floor supervisor and was told they were in a meeting and that they would call me back. I never got a call back. Worst company ever!!! I don’t even know what to do at this point.

I ordered a hoodie in November....took them forever to get back to me and let me know they do not have that hoodie anymore, they said they would refund my $70....and here it is January 8th and still no refund. I fear i have just lost $70.

Update: We received our order mid-February, 2020. We only had 1 item and it wasn't LE or backordered. Reading the other reviews, a 3 month shipping time doesn't seem that bad - definitely avoid!

On the site, they advertise to order by December 15th to receive the items by Christmas if you're in the US. I placed my order on Dec 14, now it's the 23rd, and the items haven't even shipped yet. I did not get any pre-orders, and nothing has been back-ordered.

I get it that we were cutting it close, but it seems dishonest to assign a deadline only to not meet it anyway.

Also, no number to contact customer service, only a "contact us" form - sent an email 3 days ago and still have not received a response.

Would suggest avoiding.

I'd give Zero starts if possible.
Ordered a pre-order hoodie and digital album on Dec. 2 - release was Dec 6...website advertises order by Dec 15 to get in time for Xmas.
I thought I would get an email or something about where to get the download, NOPE it's just there when you log back into the website and look at your order.
I received an email on Dec 13 that my item has shipped, but USPS still says awaiting packing (over a week later.) I sent the store an email and their response was you will get an email when your item ships...
As stated, I already got that email but they haven't actually dropped off the item..? No response to my second message... Absolutely horrid service!!

I ordered two jackets and a hoodie in October. One was a pre-order that was supposed to be released in early December. My status still says processing. These were supposed to be Christmas presents. I ordered a lithograph the first week of November, which was a pre-order for mid-December. It still says processing. Also a Christmas gift. It is now December 23rd. Sorry, son. :(
Why couldn't they have at least processed and shipped the items that were not pre-ordered?

**Update: I received one item that was pre-ordered in October (got it second week of January). Also received a second item pre-orderd in November (also received in January). Still waiting on two items that were not pre-orders (ordered in October).

Ordered a sweatshirt 11/13/19. Two weeks later they switched it to a preorder item (release 12/6/19). Per their own website “preorder items ship to arrive on or about the release date”. They offer now phone number to call, only a email based inquiry. All 4 of mine were responded to with the same generic ‘our warehouse is doing everything they can to ship packages out for Christmas’. I asked multiple times for a phone number to call and they never replied to the request. It is now 12/20/19 and it finally got confirmation of shipment. It is arriving in the first week of 2020. 2 whole months waiting for a sweatshirt I ordered as a CHRISTMAS PRESENT in the beginning of NOVEMBER. Ridiculous.

Charged at checkout for clothing. Ten days later no item and order status on the customer page says its still not shipped....
Email to support address and told "There was a problem with your payment" which was quite short , abrupt and downright rude. Also not true had they bothered to look.
My Card has been charged and they have now updated the order status to Cancelled.
Nice work from these incompetents - now you can deal with the Barclaycard charge-back.
Seems a common theme here. Don't get involved with E.M.P Merchandising, buy a knock-off on eBay for less and get it in two days.

I ordered a hoodie 7 weeks ago and was immediately charged for item but have not received it yet. Two different times I have sent customer service questions about the order's status, but receive a generic email response.

I ordered a hat a good while ago from the TØP online merch store, about 5 months-ish ago. As well as a free sticker that you could get with any purchase from this store by using a code. (this was given out for buying merch from a concert) So, I purchased the hat and sticker, figuring "why not represent my favorite band?". A few days pass by and I still haven't gotten an email confirming my order!! I contacted customer support, and it took a few days and multiple my attempts to reach out to get... AN AUTOMATED EMAIL!!? So now im kind of confused/ worried I used a scam site on accident. I figure the next best thing is a phone call (which was very difficult to do being they don't supply one on the website, I ended up having to call Warner Music Company to get transferred over to the TØP customer service line.) I talk to a nice customer rep. and I am informed that they are moving wearhouses. So I figured "ok Ill just have to wait a bit longer" "thats fine im patient". So about A MONTH LATER I finally receive a package, which turned out to be just the sticker. FML. So, I go through the whole process again with no response to emails asking for information on my order, and eventually just calling again, and getting the same response that "we are moving wearhouses". So I waited almost 2-3ish MORE MONTHS!!! And I still had not received the item. So I try contacting again and AGAIN I AM GIVEN THE SAME ANSWER!!! (Moving wearhouses still) So, at this point I just accepted the defeat and ended up cancelling my order. I am very disappointed and dissatisfied with the lack of communication and the amount of time I had to wait and still didn't receive my order.
(TLDR: I ordered a hat from TØP online merch store. Poor communication. Long wait. Ended up having to cancel my order. very dissatisfied.)

Ordered a sweatshirt at the end of August for my daughters birthday in September. It is now the end of September and the order is still processing. I have tried emailing customer service twice with no return email. There is no way to contact them by phone. I'm about ready to dispute the charge with my bank. This is ridiculous.

Ordered a backpack over a month ago and shows my order is still processing. Have emailed numerous times with no response at all.

Argh.
I ordered one backpack 4 days ago.
I have been charged three times for it.
I have emailed the company twice, I can not find a customer service phone number, and have received no response

This is such a good website.
I ordered the stressed out backpack and got it in 10 days!
Very high quality merchandise.
I would recommend this website to anyone!