Have ordered numerous times from Townsend Music and never had any problems with delivery. But since I live orverseas most of the times delivery is very slow. Since postage is very expensive I expe... See more
Company replied
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Review summary
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Reviews shaping this summary
The vinyl arrived promptly after dispatch notification. The plastic sleeve was split on 2 sides probably due to vinyl rattling around in box during transit but vinyl not damaged at all.
Company replied
it's normally a decent enough place to order from. i have done many times over many years, but the website feels like it's a company run by barbara when she's not cleaning offices. keeps crashing, kee... See more
Company replied
Excellent service, good coms, well packaged and quick delivery on or just before release date. Everything you could ask for. I've used Townsend Music several times now. They offer unique items unavail... See more
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Company details
Written by the company
Bringing music fans exclusive, limited edition and signed releases, plus much much more!
Contact info
Great Harwood, United Kingdom
- customerservice@tmstor.es
- tmstor.es
4.4
Excellent
1K reviews
Replied to 79% of negative reviews
Typically replies within 1 month
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
I’m really struggling to contact anyone…
I’m really struggling to contact anyone unless I am missing something, I returned an album I have proof it was returned. I just don’t seem to be able to contact anyone. I’d happily update the review if can hear back and receive my refund , please help Townsend music
May 10, 2025
Unprompted review
Reply from Townsend Music Ltd
Hello,
Thank you for your review.
You have provided an order number to us whilst leaving this review, and we've checked our logs and can see 2 emails from you. One email was received at the end of May, and the second was middle of June, both of these emails have been responded to. We asked for further information from you on this review so we can ensure we have your up to date contact details but no response was received.
Upon checking your order, this has been refunded via the PayPal case you opened requesting the return, so we ask that you speak with PayPal if you cannot see the funds.
For reference, all returns are processed within 24 hours of being received to our offices, and we offer free UK returns to make it easier for our customers to return items that are no longer wanted.
If you do need to speak to our team again, please feel free to reach out by email or by phone and they'll be happy to assist.
Regards,
TM Stores
A Big Thank You 🙏…
I would like to give a big Thank You 🙏 to everyone who helped out with my order. I had purchased the “1973 • Whatever Happened To The Teenage Dream?” CD (4 CD’s) and also the LP (5 LP on Orange Vinyl) Box Sets by “T. Rex”. These came out back in March of 2023, so it’s been out there for awhile and I was finally able to scratch together enough funds to purchase them both. I had some issues with entering instructions on my shipment/delivery address and reached out to Townsend Music and Jake Holt responded and was able to fix everything. I Thank Him very much for everything and insuring that I was able to get this from across the big pond. 5 Stars ⭐️ to Jake Holt and Townsend Music ⭐️⭐️⭐️⭐️⭐️ for being one of the Elite Music Stores in the world. Sincerely, Ronnie Thain
P.S. Still missing T. Rex after all these years.
April 22, 2025
Unprompted review
Reply from Townsend Music Ltd
Hi Ronnie,
Thank you for this great 5-star review.
I am so glad to hear that Jake was able to resolve and help with your issue quickly. Our team is always on hand to assist with any query.
I am really glad that you have had a great experience.
Regards
Veronika
Pre-orders never arrive on time
Pre-orders never arrive anywhere close to release date. You might as well buy the albums from the shop on day of release. Annoying that a lot of bands are using Townsend as their official store.
Pre-orders need to be sent more timely (the last order was dispatched at 11pm day before release!) and instead of using standard first class use tracked or next day- you charge enough for shipping to use those services!
This has happened for at least the last 5 albums I've pre-ordered so a common occurrence.
June 9, 2025
Unprompted review
Reply from Townsend Music Ltd
Hi,
We are so sorry to hear these comments, and we would like to look into this more. We have tried to obtain information from you via Trust Pilot (such as your order number) but no response was received, so we are limited in what help we can offer here.
We do offer many shipping options on the checkout page, and preorders are shipped the day before the release date. If a 24 hour shipping option is selected on the checkout, this would be expected to arrive on release day, but if a longer delivery service is chosen on the checkout, then this may arrive later, but still in the timescales of the option you select on checkout.
Please reach out to our helpful Customer Service Team if you have any questions or concerns over your order, and the team will do everything they can to assist you.
Regards,
TM Stores
De cd glorieus live cd en dvd…
De cd glorieus live cd en dvd bananarama niet ontvangen
May 21, 2025
Unprompted review
Reply from Townsend Music Ltd
Hi,
We are so sorry to hear these comments, and we definitely want to look into this more. We have tried to obtain information from you via Trust Pilot (such as your order number) but no response was received, so we are limited in what help we can offer here.
Please reach out to our helpful Customer Service Team if you have any questions or concerns over your order, and the team will do everything they can to assist you.
Regards,
TM Stores
Beware
Beware
I live in Spain, Europe. The last five orders have been sent with my name and address incomplete written, with ellipsis, as if a retarder have written it. Despite my previous advise to Townsend Music, no answer was done, and no correction was made.
As result the postman was unable to identify the recipient and its mailbox.
Other problem occured with the courier agency DHL. Its packages can arrive through its own delivery service or throw the State postal service. The last time was a miracle to identify what of those options were chosen. Again Townsend Music didn't point anything out.
Finally the packaging was just a bubble envelope , without any extra cardboard protection inside.
So my advice is: Never buy anything through this clumsy and unprofessional site. Instead use Burning Shed.
They take care of its customers, use protective packaging and you can choose between regular mail or a tracked mail.
You are warned.
October 26, 2024
Unprompted review
Reply from Townsend Music Ltd
Hello,
I am so sorry to hear these comments, this doesn't sound like the level of service we like to offer.
In relation to your name and address on the parcel, this would be copied from the information provided to us on checkout, and is not hand written, so I am very unsure where your comments stem from. I am also unable to see any contact from you which requested any change to your address information we have on file, but please be assured that you can amend your address in your online account on our website.
If you are unsure of the delivery method you've selected on checkout, we recommend you check your Order Confirmation email which outlines this, or our team will be able to confirm this information to you also, but again I am unable to see any time where you have asked us this information. For reference, we do offer several postage options via our logistics partners, which include: Royal Mail, Deutsche Post, UPS, and DHL, and all of these are clear on the checkout page if this is tracked or untracked.
All our packaging used is quality tested to ensure this is suitable for international postage, and we're happy to confirm that we only see any damage on isolated rare occasions. I am unable to see any contact from you to state an item has arrived damaged.
I am sorry you have felt this poorly of our company, and we would of course love to have the opportunity to address any and all concerns you have, but the latest email I can see from you was in November 2024, and before that email was April 2023, so it looks like we've not been given the opportunity to resolve any issue on this occasion before this review was posted.
Please feel free to contact our Customer Service Team if you have any questions at all in relation to an order, a product, or any part of the service we offer, and they'll be more than happy to help.
Regards,
TM Stores
Useless TM STORES.....
This company is absolutely useless. I have been a James fan for 36+ yrs and why the band use this company to sell there Merchandise is beyond me. Made a pre order months ago for a new album coming out I bought the premium package including T- shirt included but TM stores decided to keep selling the T- shirts individually as well so when it comes to put the premium packages together no T- shirts left. So I get the premium package not as advertised it's the people who ordered the T- shirts after pre orders who should have missed out. Hopefully the band will read this review and find a new company to sell there Merchandise instead of this back street company. This company is probably just a market stall trader..
Beware stay away from them....
May 2, 2025
Unprompted review
Reply from Townsend Music Ltd
Hi Steve,
We are so sorry to hear these comments, and we definitely want to look into this more. We have tried to obtain information from you via Trust Pilot (such as your order number) but no response was received, so we are limited in what help we can offer here.
Please reach out to our helpful Customer Service Team if you have any questions or concerns over your order, and the team will do everything they can to assist you.
Regards,
TM Stores
Great customer service.
I had a problem with customs service when my package arrived at my Country. The package was returned. People at the customer service were very polite and helpful, specially Veronika, who could arrange a prompt delivery to another address, so my boxset was sent in time.
Thank you very much.
May 19, 2025
Unprompted review
Reply from Townsend Music Ltd
Hi Ruben,
Thank you for taking your time to give us 5-star review.
I am glad that our member of team was on hand to help with your issue quickly and resolved this to your satisfaction.
I will pass your comments to my colleague. Hope you have a great day.
Regrads
TM Stores
ZERO support
ZERO support. On the website, after you login, there is only a "help centre" available, which contains just a few answers to generic questions, not helpful at all.
There is no contact form, no email or phone number provided, NOTHING! This 100% unacceptable scam practice.
May 23, 2025
Unprompted review
Reply from Townsend Music Ltd
Hello Michal,
We are so sorry to hear these comments, but can assure you our team are available and ready to answer any questions you have. We have tried to obtain information from you via Trust Pilot (such as your order number) but no response was received, and we can't find any orders for you on our system.
In terms of contacting us, we are available through the Help & Contact section of our website, where you can fill out our contact form. Alternatively, you can reply to your Order Confirmation email which will send the message to our Customer Service Team. Our email address is also provided on Trust Pilot page for reference. Our team also handle messages via Social Media.
Whilst we don't have any information relating to your order or how we can help, we are always happy to assist, so please reach out to our Customer Service Team on one of our contact options detailed above, and we're sure we can help with any concerns you may have.
Regards,
TM Stores
Fantastic costumer service
The package and LP was damaged during transport but the team of Townsend Music resolved this immediately by sending a new LP. This one arrived very quickly and in perfect condition! We are so happy with the good service en very pleasant communication with this team. Superb!
May 22, 2025
Unprompted review
Reply from Townsend Music Ltd
Hi Wilma,
Thank you for your 5-star review!
We are so glad to hear you were happy with the service provided to you by our Customer Service Team when you needed their help, they are always on hand to assist with any query.
Kind Regards,
TM Stores
Never Received What I Ordered
I ordered a pre order a month ago, about 2 weeks before the album was to be released. The description said it was going to be sent the day before release which was May 1st. First red flag, no shipping or tracking information is provided. It's now two weeks later and I have no idea if I'll ever be getting anything. Second red flag, each time I go to the website to see if there is any possible information, my order says "If your order has not yet arrived please allow until the 23rd June before contacting us...". They keep pushing the date out. The 23rd is now the THIRD different date they have displayed. Each date gets pushed out further and further. It doesn't seem right that they can keep updating this information, but not simply provide any shipping/tracking information. Very suspicious.
May 14, 2025
Unprompted review
Reply from Townsend Music Ltd
Hello
Thank you for your review.
We have taken a look at your order and can see this was indeed dispatched the day before the release date in line with our processes, and an email was sent to you to confirm the dispatch of the order.
In relation to the shipping information provided, your Order Confirmation email sent at point of purchase indicates you requested this to be sent via an untracked postage option. We have many shipping options available on checkout, including 4 tracked options.
We can see you contacted our Customer Service Team, and a reply was sent to you to confirm the shipping timescales for the shipping option you selected.
If you do need any further support, please feel free to reach out to our Customer Service Team who will be more than happy to help.
Regards,
TM Stores
One of the best.
Townsend Music is excellent.
Records are dispatched quickly with excellent packaging.
Their customer service is second to none. Buy with confidence.
May 14, 2025
Unprompted review
Reply from Townsend Music Ltd
Hi Martin,
Thank you for this 5-star review!
Your comments are very appreciated, we are always happy to hear of great customer experiences!
Have a great day.
Regards,
TM Stores
No sins here! PERFECT shipping experience! Truly impressed by the quality and…
Truly impressed by the quality and shipping time plus all the updates provided by Royal Mail.
Vinyl record Dea Matrona- For your Sins- was perfect; very professional!
May 13, 2025
Unprompted review
Reply from Townsend Music Ltd
Hi Ben,
Thanks for this great review.
We are so happy to hear about the service you have been provided and truly hope you are enjoying your new vinyl.
Have a great day
TM Stores
Great customer service, even when something went wrong
⭐⭐⭐⭐⭐ 5/5 – Great customer service, even when something went wrong
I ordered a limited edition item that never arrived. TM Stores responded quickly and professionally, sent a replacement without hesitation, and offered a refund for the inconvenience when part of the promised presentation turned out to be missing. Mistakes happen – it's how you handle them that counts, and TM Stores handled this very well. I remain a happy customer.
May 3, 2025
Unprompted review
Reply from Townsend Music Ltd
Hi Williem,
Thank you for this awesome review.
We are so happy to hear that our team was able to resolve the problem so quickly and efficiently, especially when this was regarding a limited edition item.
Hope you are enjoying your new order.
Regards
TM Stores
False information and late dispatch
False information and late dispatch
I ordered a bundle of records and cds from them. Paid extra for Tracked 24 delivery so they reached me on release date.
On release date, no dispatch email, their system says it was dispatched yesterday, their customer service says it’s processed but hasn’t been dispatched yet.
A regular occurrence, where people should be excited about receiving new music from their favourite artists on release date they’re trying to work out when or if it’ll actually arrive
May 2, 2025
Unprompted review
Reply from Townsend Music Ltd
Hi David,
Thank you for your review.
We are so sorry to hear you feel this way, and I can see our Head of Customer Services has reached out to you directly via email after you left your review to see what we can do to put things right. So far, we have not yet had a response to this, but please be assured that if you do wish to allow us the opportunity, we would try our best to ensure you are happy with your experience of shopping with us.
Regards,
TM Stores
One of the best Music-Shops
One of the best Music-Shops, even something goes wrong!
Normal TM is perfect, but sometimes a devil of mistakes could came in...
But service rescued it everytime!!!
Special this time, I never believed that they can rescue the order of a testpressing, but they did!!!
A TM-Fan since 2018!!!
April 25, 2025
Unprompted review
Reply from Townsend Music Ltd
Hi Dirk,
Thank you for your 5 star review!
We are so glad to hear you were happy with the service provided to you by our Customer Service Team when you needed their help, they are always on hand to assist with any query.
Have a good weekend
Regards,
TM Stores
Ordered a signed The Darkness cd
Ordered a signed The Darkness cd, got order confirmation and then later an email on the 15.4.25 to say it's been dispatched.
Today 22.4.25 received an email stating they had no stock and are refunding!
Very disappointed in this company and will not be using them again UPDATE:thank you for the reply. I did receive a couple of emails asking me how you could resolve this. I replied. However the only way this could have been resolved was to supply what was ordered at the time. Good practice for the future would be to only accept orders for stock you have and not tell customers that the order has been dispatched unless the order has actually been dispatched.
April 22, 2025
Unprompted review
Reply from Townsend Music Ltd
Hello,
Thank you for your feedback.
We are so sorry to hear your order was cancelled due to no further stock being available. Cancelling an item is our last option, as we always do our best to get the items to every fan, but sadly we were unable to have this available to fulfil this line from the order, but please be assured that we did everything we could to have this available for you.
Our Head of Customer Services has reached out to you directly via email to offer further assistance, and I can see that you did not wish us to take any further actions, but please be assured that we do all we can to ensure everyone is happy.
We hope you shop with us again soon so you can see this was an isolated incident and not the usual 5 star service we strive to provide.
Regards,
TM Stores
I ordered the Gillan cd box months in…
I ordered the Gillan cd box months in advance. This one with a signature from Ian Gillan. I got one without while someone else, probably in England, got a signed one later than me. I contacted Jake several times but he excels in stupid answers so I feel like I'm being treated badly as a customer. Townsend you guys did me a very bad turn!
Hello Jake,
Thanks for the email. I am sending pictures of the order and of someone who received a signed box from you today. My question of course is how can someone who receives the package later than me receive a signed copy from you??? That is not right?? I am curious about the explanation.
YOU TALK ABOUT A SOLUTION BUT NO ANSWER ON MY MAIL FOR THAT. I AM WAITING!
March 10, 2025
Unprompted review
Reply from Townsend Music Ltd
Hello,
Thank you for your review.
We are so sorry to hear you believed the item ordered to be signed, we have checked our records and can confirm this was not a signed item and your Order Confirmation email sent to you at point of purchase did not indicate this to be a signed product.
Our Head of Customer Services has reached out to you directly via email to try to see what we can do to turn around your experience, but you felt that there was nothing we could do. However, we really don't want anyone to be left feeling like we only provide a 1 star service, so if you do wish to get back in touch with our Head of Customer Service, I'm sure we'll be able to provide a solution to ensure everyone is happy.
Regards,
TM Stores
Site Crashed
Sat for twenty minutes in the RSD 'queue' patiently watching the timer flit randomly between 2 minutes and 3 hours. When it seemed to legitimately reach the 2 minutes to wait mark it timed me out. Actually kicked me off.
And it wouldn't let me back on.
I bought my considerable purchases elsewhere from a store with a fit for purpose website. Maybe RSD took them by surprise? Pathetic. I have purchased from them before but I won't again.
Well done everyone.
April 13, 2025
Unprompted review
Reply from Townsend Music Ltd
Hello
Thank you for your comments.
We are very sorry to hear of your experience when visiting our site during the Record Store Day event. We do see a large influx of traffic to our site during these promotional events, and our team have put steps in place to ensure all customers are able to access the site and make their purchase.
We do hope you shop with us again so you can see the changes we have made to ensure everyone is happy with our service.
Regards,
TM Stores
Super professional customer support
My package got lost and the company reacted extremely promptly and professionally. Amazing customer service support.
April 11, 2025
Unprompted review
Reply from Townsend Music Ltd
Hi Stephane,
Thank you for this 5 star review!
Your comments are very appreciated, we are always happy to hear of great customer experiences!
Kind Regards,
TM Stores
Always reliable and trustworthy
Always reliable and trustworthy. Plenty of order updates so you know when to expect delivery.
March 28, 2025
Unprompted review
Reply from Townsend Music Ltd
Hi Graham,
Thank you for your review.
It is always great to hear our customers are happy with our ordering process and fast delivery!
Have a lovely day,
TM Stores
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