Universal Music Reviews 

I ordered an item from the Sabrina Carpenter store and received the wrong item. I have ordered from the website before and never had this issue. I contacted Universal music and the worker let me know that I was available for a 20% refund from the original item, that they would resend and I was able to keep the incorrect item I received free of charge. I have also been offered a discount code for the website for future use. Very simple communication given by Amelia and she was very kind. Very very good service from the stores after the mishap!!

got charged twice for VAT due to their error. highlt inefficient.

unfriendy unprofessional. Wanted to refund an item ONE MINUTE after accidentally buying it and their response was it has been processed already but couldn’t provide proof lmao. Gotta be a joke never ordering here again

Terrible experience and company. Avoid at all costs, ordered 2 items with a dispatch date of 22nd November, only to be told it will now be late January and they cannot spit the order for dispatch, both items now out of stock so I either wait the extra 2 months at which point the item will be of no use as it is for someone leaving the country. Service staff did not care or do anything to help. Will avoid at all costs going forward, fighting for a refund now.

Terrible they are a drop ship orginisation now and don’t stock physical copies.

I've been waiting for an album, bought and paid for in 2023, they keep giving dates that are delayed without notification then simply cite 'supplier' delays rather than giving an actual honest reason - a terrible company

Wrong item sent.
Quick response to emails but no action, no progress
Wish I'd read these reviews before ordering
Terrible

Ordered ABBA merch on 2 occasions and have messed up both times. Bought for a gift and wasn’t notified the release date was pushed back. It wasn’t particularly cheap either so not sure why the service and operations is so poor. Live chat agent Virgina couldn’t have been less empathetic. Anything else I can help you with today? Perhaps a sincere apology.

Sent me a cd which I have not ordered or paid for nor will I be paying for it as I haven't ordered it I just hope the artist get his cut not very clever sending out free cds

It is hard to understate how incompetent and poor the service is with this company. I ordered an Olivia Rodrigo tour bracelet for my daughter back in may 2024 after attending her concert. My daughter asks me every day on getting home from school if it has arrived. No indication of no availability when I ordered (put express delivery) and then every couple of months a new email stating it has been delayed for another 2 months. The latest is December 13th 2024! There is an offer to cancel; however this would probably devastate my daughter even more. Surely when they put the delivery date back each time they check that they have ordered enough of the item ?!?!

I bought a vinyl record from these people. It was advertised as having a digital download voucher included which was perfect as I didn't have my hi-fi set up yet and it meant I could listen to my purchase straight away. Except, when the album arrived there was no sign of a code to download the album. Five emails sent, five generic replies. Two months since my order arrived and still nothing!

What a waste of time.Ordered item but received email from them saying it had been despatched. Days later Royal Mail says still waiting to receive the item. On contacting Universal Music they say to wait as delivery service could be late in updating their website!!!! Very very poor and pathetic customer service. Will not use again! Rolling Stones look for someone else to manage your merch.

I requested to cancel an order within less of 24 hours of placing it, UMG flat out refused, hiding behind their abusive terms and conditions and in flagrant breach of consumer rights. When I mentioned opening a Mastercard claim, this is what they wrote to me:
"Any third party disputes filed against order number REPUB29*** will result in a permanent cancelation of all unfulfilled items."
It is shocking and outrageous to see how UMG think they can treat their customers with utter contempt and use this kind of illegal bullying tactics to avoid credit card claims filed against them. Not only am I filing the claim immediately, but I will escalate this as high as possible, out of principle. The head of communication will hear about this, and so will the executive board of directors.

Would not recommend this store. Customer service has no supervision. They write policy that can’t be followed. Zero customer support when needed. Simple fixes become huge problems because they won’t help.

Did not ship my order, kept my money and refused to refund it, and do not reply to emails.

Honestly, they've sent my IDLES order twice and guess what guess what... nothing! How do you make the same mistake literally twice?

I just wanna support my favorite artists but there is so many issues with bad quality etc it’s really frustrating

Ordered an IDLES cap. Never got the shipment. Not even an e-mail. Tracking stopped a month ago on their site.

Don't buy from this store. I have ordered from them, never got my shipment and their customer service is just a total scam
Their customer service is just an automatic Zendesk acam
Basically they are robbing people's money

Ordered 3 albums via Recorstore.co.uk (all their links refer to Universal Music).

Made order late Saturday afternoon. I then contacted them on Monday about availability because their website had updated and 2 of the albums were no longer showing. They responded within the hour and advised that although stocks were low they had sufficient for my order. Order received on Wednesday morning. Great service.

A absolute nightmare of a store to deal with - I do not recommend them in any way (either as someone who lives in the UK or placing an order as an international customer). Would give them 0 stars if I could.

I am from Australia & bought a bundle of items through an artists web store in late Feb 24’ (which Universal Music UK are the supplier and fulfill the order). I ordered a music bundle which included a Deluxe Sky Blue Vinyl, Limited Edition Picture Disc vinyl, a 3CD set & A4 sticker sheet. I paid for international delivery to Australia via a DHL Courier. For the fees I paid for a courier service and international delivery I expected that at least *basic* care would be followed to ensure the brand new items arrived both as described AND safely - how wrong I was.

Upon arrival the parcel box was noticeably damaged and very bent. It was badly ripped & torn, appeared roughly handled and made from thin and poor quality material. It had no ‘fragile’ or ‘handle with care’ label on the outside of the box & no protection whatsoever (like bubble wrap for example) on the inside for the delicate vinyl items.

This meant that the vinyl items inside were bent as a result due to the shoddy care of the box during transit. However, the items also had damage that would have been sustained *before they were packed and sent* as well. Both the blue and picture disc vinyls had rips in their shrink wrapping & deep dents on the covers (as well as being bent from the parcel damage too). The 3CD also had heavy inward bending damage along the base of the spine. The only item somehow not damaged was the A4 sticker sheet, which was wedged between the two vinyls. Very poor stock quality reviews and control took place for this order.

On top of that, when I lodged a ‘damaged item’ claim with Universal Music UK - and sent through photos of the vinyls, CD and parcel box - their customer service was appalling. The customer service rep was extremely unhelpful in helping resolving this issue and we went back and forth for nearly 2 days about it through email.

They took no ownership of the damage, refused to help resolve the issue & said as an international customer I was liable for any return postage fees in order to seek replacement items (subject to stock availability too). When I questioned this, they then said this provision is outlined on their website (which takes a fair amount of sifting through to find the specific part of their webpage that says it).

However their *legal terms of sale* document, which is easily found online, is written in accordance with the relevant Trading Standards and Consumer Laws. As stipulated under their refund policy section:

13.5: Products returned by you because of a defect will be refunded in full, including a refund of the delivery charges for sending the item to you and the cost incurred by you in returning the item to us.

No where in their legal terms of sale does it say or stipulate international customers are liable to incur and pay return shipping costs for damaged items. The customer service rep disregarded this when I pointed it out to them in the ongoing correspondence. They subsequently offered 20% off the total amount as compensation for the damaged items (which I declined) and then counter offered a store credit for the costs incurred by me to return the damaged items via international post (which I also declined). When it was clear Universal Music UK would not help resolving this issue, I asked for them to get their DHL courier involved (as they were also partly responsible for the damage sustained to the items) so they could generate a returns shipping label. Since requesting that (and again reminding them of their obligations under Trading Services & Consumer Laws) I have received no further correspondence from anyone at the Universal Music UK group whatsoever. At the time of writing this review the issue remains unresolved.

Very disappointing service all round. Damaged items with no quality control or checking (and not arriving brand new or as described). Badly packed parcels with no care taken during postage - which isn’t cheap either from an international perspective. Terrible customer service when approached with issues. No regard to Trading Standard or Consumer Laws (or their own legal terms of sale document). Abrupt and unresolved ends to communication which shows how unprofessional they are. It is very disappointing so many great bands and artists use this company to fulfill online orders - they deserve a better supplier & we the fans deserve better when trying to support them. I urge anyone affected by issues/damaged orders with Universal Music UK (especially if you’re an international customer) to report it to applicable organisations that review violations to the trading standards and consumer rights.