Universal Music Reviews 

I pre-ordered the new Dave vinyl so it would arrive on release day (Friday 24th October) — that’s the whole point of a pre-order. Instead, it wasn’t even dispatched until nearly a week later. I paid £5 for delivery that didn’t arrive anywhere near release day, and despite raising this politely with their support team, the response from Sabrenia and later Cheyenne was dismissive and unhelpful.

They refused to refund the delivery fee, ignored their own 72-hour response timeframe, and repeatedly claimed the issue couldn’t be escalated further, which is clearly untrue. The communication has been slow, inconsistent, and lacking any real accountability.

I won’t be ordering from the uMusic Store again. If you care about release day delivery or reliable customer service, I’d recommend buying your records from a trusted retailer instead.

I ordered eight lps some of which were half speed mastered. Two of the half speed mastered copies sounded terrible and one other 180g was the same. Absolutely rubbish returns service, but I think this depends on who you get doing it. one was replaced quite quickly dealt with by Sherry, the other two have been nothing but seeming disdain from someone called Jacob. I sent everything they wanted but replies were days after. No offer of replacements for the other two lps. Still waiting to see if the refund arrives. I will not deal with this company again.

Atrocious, I cannot give a lower review if I tried. I preordered the Taylor Swift album back in September for the October 3rd release. I got advised on the 5th this would be no later than the 8th. It is now the 15th and every other day all I’m getting from their customer services is “it will arrive no later than XX date please contact us again if not received” every date is missed and I’m just going round in circles. Today I was told it’s the 18th however the Royal Mail app says they haven’t even received the product to deliver, it’s supposed to be a 24hr tracked delivery.

Absolutely fuming, also brought merch so it was over a £60 order.

UMG UK are ableists and abusers. They knowingly and intentionally violate the European Accessibility Act 2025 and Section 2 of Web Content Rules and Regulations. They illegally refuse to provide ordering assistance to disabled customers and falsely refer to these laws as "no information".

Went to Post Malone show my daughter wanted a Green Big Ass Tour cap, were sold out at stadium but available on official website, was sent a fake that was not even on the website and then offered 15% refund, shocking service, have requested return labels please be careful when ordering

I ordered merch weeks ago and paid for next-day delivery—still nothing. The parcel has mysteriously vanished into the void, and I’ve had no real update, no offer of a refund, no replacement—just radio silence. Universal Music? More like Universal Mystery because apparently they have no idea where my stuff is either.

You’d think a global music giant could manage logistics and basic communication, but no—this has been hands-down one of the worst online shopping experiences I’ve had. If you’re thinking of ordering from them, don’t. Save yourself the stress and the money.

I’ll be filing a complaint and exploring refund options through my bank if this isn’t resolved soon. ✌️

So, I ordered the Yungblud Distant Smoke Variant Vinyl months ago and thought nothing of it. When I returned from this year's Bludfest my Vinyl had been delivered but it was the Hell and Back variant NOT WHAT Ordered.
I immediately contacted UMUK store,who responded asking for photographs of the vinyl and receipt etc which I provided...
Then we got the response we are looking into it.
EVERYONE KNOWS THERE WAS A PROBEM IN THE PRESING OF THE VINYL...
I have been dealing with ODESSA through CUSTOMER SERVICE and just getting same response for the last three week that they are looking into it.....
THIS IS BULLSH*T THEY KNOW WHAT'S WRONG AND ARE JUST HOPING EVERYONE WILL GO AWAY IF THEY DRAG THERE FEET LONG ENOUGH.
ALL THEY HAVE TO DO IS REISSUE ME WITH WHAT I PAID FOR WHICH IS NOW BACK ONLINE BUT IS STILL NOT THE ONE ADVERTISED.
This has been such a disappointing experience and I hope it gets sorted out but I'm not holding my breath.
I will update this review if anything changes but as it stands UMUK Store are AN ABSOLUTE SH*TSHOW OF A COMPANY .........OH AND ODESSA from Customer Service A REPLY OR CONTACT NOW AND AGAIN WOULD BE NICE, but obviously that's not how your customer service works and the Customer Experience is Very Very Bad
I'll update this again soon

in april, i placed a preorder for a limited edition pierce the veil hoodie and a rerelease of the „a flair for the dramatic” CD within minutes of the preorder going live. one day before the hoodie is due to ship, i get an email stating it had been refunded and cancelled. i tried to open a case with customer service (which was incredibly hard to do as the website gives you little option for doing so), and was told it was due to the fact they didn’t have the stock. for a pre-ordered item, i think this is ridiculous and shows incredibly poor stock management. i was very disappointed but obviously nothing could be done, fine, i get it. but now issues continually arise with the cd. it should have been released on the 23rd of May, but got pushed to 4th of July. i checked only two days ago in the website, and the release date for the CD was still listed as 4th of July. i checked today, and now it has been pushed to August. this is honestly beyond ridiculous at this point. UM-Store have taken my money, with extremely steep shipping fees, and the item just keeps getting pushed back. i feel like im never going to get this CD. and there is no way to lodge an actual complaint on their website. extremely dissatisfactory service.

Ordered a specific variant of the new Yungblud release as a pre-order.
When it arrived, it was a completely different variant.
I ordered "Distant Smoke" a clear vinyl with a smokey haze across it. What was delivered was a black/white split version, nothing like what I'd ordered.
Now, normally you'd think "Ah, there's been an error, customer services can sort it, I'll get sent a new one"
But no, contacted customer services many times, to be told that they're investigating, and will get back to me. I waited 3 weeks, still nothing. As advised by my credit card company, I've now asked for a refund (which I still haven't had!)
The worst part of this, is that, in theory, you can collect all the variants, and put the inserts together to make a picture, but this won't be possible, as some of the variants are missing.
Many people have been affected by this, it's a complete shambles.
Avoid at all costs, not worth the stress of trying to resolve it.

Absolutely awful customer service, Sent me the incorrect item and I have been emailing for a long time now asking for a replacement and I get the same response each time that someone is looking into this for you, or "our team is working internally to arrange a solution for you" not very good at working out a solution of just sending me the correct item that I paid for..... definitely wont be using them again to purchase vinyl from and anyone who reads this i recommend that you don't either...

I bought a signed CD as a gift for my sister from Universal Music Store EU. It arrived damaged. I tried to resolve it privately and reasonably, but after multiple emails explaining that returning it from the Canary Islands would cost nearly the full price of the product—and that it was already opened as a gift—they still refused to offer any alternative. No empathy, no flexibility, just copy-pasted responses. Very disappointing experience.

Can't give this a low enough rating. Have been attempting to purchase two Ronnie Wood limited edition prints for a month and there's a shipping glitch in their system that won't allow me to proceed. Lots of lip service but no action and no communication unless I initiate it. Sorry, Ronnie - I'll spend my hard earned money elsewhere.

I ordered the TANGK CD from the official website as a Christmas gift — and three months later, I’m still dealing with UMUK Store Support.

They shipped my order twice because the first one never arrived. I paid customs fees both times (I live in Portugal), only to discover — after multiple complaints to the postal service — that both shipments were sent with an incomplete address.

In the end, they refunded the cost of the order itself but refused to refund the customs taxes. So I ended up paying €25 in fees for a CD that never arrived.

Terrible experience. No accountability, no proper resolution. Avoid at all costs.

I ordered a limited edition Lady Gaga vinyl bundle and it arrived damaged. They were unable to offer a replacement as it had sold out so all they could offer was a measily 15% discount plus the delivery charge refunded. Surely you'd keep extra stock to account for damaged orders? A greedy corporation that doesn't care about their customers.

Warning to anyone looking to purchase Doves new album in digital format from the official site. Universal Music do not inform you upfront what format the download will be in. This is 2025 so fans wishing to download rather than use a streaming service are most likely looking for a high resolution file type. But Universal don’t tell you anything other than it’s “digital” - once you order and pay, hey presto then they tell you and it’s a basic MP3 format which I clearly wouldn’t have ordered if I’d known. I’ve not downloaded the product, have complained and asked for a refund only to be told no and to lump it basically. Utterly awful service and treatment. Feel a bit conned if I’m honest. BEWARE!!!!

They forgot to put the IOSS-number on the package so I was charged VAT a second time plus was charged a customs fee. Universal did refund the VAT I originally paid when ordering - but would not reimburse me in any way for the 10 EUR fee I was charged solely for the reason they failed to supply the IOSS-number for customs.

I reached out to customer service but they have replied the same thing three times, that they cannot refund the customs fee cause they didn’t charge it - but it is their fault 100% for causing this. Will never order again cause I can’t risk this again.

Ordered 7in blue autobahn now tell me it's not blue anymore it's black can they not tell difference between blue and black I think not may be colour blind

I wish I could give zero stars or minus one.
I placed an order and immediately recognized that I typed in a wrong address. Tried to cancel it like 5 minutes after dispatching the order. Customer service says it's not possible to change the address or cancel the order? Are you trying to tell me that 5 minutes after placing an order you're already packing my order? I chatted with customer service but they refuse to cancel my order. I opened a chargeback process with my credit card and I hope that I get my money back. No wonder they don't accept PayPal for payment. Scamming is easier when you can only pay with credit card or Google Pay. I wish I read all those reviews sooner. This company is utter trash!

Edit: After almost a month of waiting and writing countless mails, I got my money back. Thanks to the customer service. But this was my last order.

No refund after cancellation. Ordered from Elton John store early 2024. Release date was September 2024. Canceled successfully in August, but even after almost 5 months no refund or other solutions as requested. Each email was saying the same thing: the relevant department is working on it. Well, apparently not.

Edit: days after writing this review things were finally resolved and in a very decent way.

One of the worst online retailers I've ever had to deal with. They refuse to admit they are not fulfilling orders correctly to the EU (including the IOSS number). They do not include the relevant documents which results in customs and other charges for customers. It is as simple as adding a number. Other companies such as Warner Music and Rough Trade admitted their error in the past and refunded all charges. Warners even provided a voucher as an apology. Universal don't care about their customers at all. Avoid at all costs - literally