Earache Records Reviews 

Order No. 109569 and 111200: Just reclaimed my money via Paypal. They simply do not handle the orders. Reply on the first order after 4 weeks: „ Just checked on this one and it's going out in the next day or so.“ Seems they take the „or so“ verbatim. Do not order from Earache!!!!

UPDATE: Resolved 8th Sep - I've now received the correct items. Tom got in touch, apologised and posted the missing items out. Although the mix-up, delays and lack of communication were very frustrating, I'm pleased it's now sorted.

ORIGINAL REVIEW:
Terrible customer service! Ordered the Electric Callboy Tanzneid Deluxe CD Box set - when I received a delivery (after chasing them about delayed despatch) it was a CD only, and no other contents from the box set. Emailed them straight away 20th Aug to ask where the rest of it is. Finally got a reply 25th Aug from Tom: "A mix up our end. I can send out the correct order with all the extras in the next day or so". Fair enough - I'll wait. Well its now 4th Sept and I still havent received the missing goods! I've sent two chaser emails asking for updates and they are completely ignoring me. Avoid them, I've been scammed out of £70 for a CD! Forget Earache, you'll only get a headache.

Received the item quickly. Customer service is exemplary. Had a minor issue but sorted out immediately with no issues. 👍🏽

I recently had a problem with a presale signed release of the new Kriss Barrass album, it arrived on the day of release unsigned. After emailing Earache records and conversing with them, I have received a signed insert. Thanks for your help Tom at Earache records. The presale delivery works well, although it did take a couple of days to answer the email. Would I use them again? Sure.

I bought a Beatles Acoustic guitar for my daughter for her birthday. A month later she decided to finally open the package, she immediately was saddened because it was cracked, most likely due to shipping. So, I decided to reach out to the store and told them the situation, and they immediately offer to send my daughter a new one free of charge. Also, keep in mind, I live in California, USA. My daughter and I will forever be grateful. Please dont hesitate to do business with Earache Records, they're 10000000% trustworthy and legit. God Bless them.

Vinyl was dispatched superfast and arrived next day.
Unfortunately there was a manufacturing fault with the sealed LP but Earache customer service was impeccable… a perfect replacement copy arrived next day. It’s when there are problems that a seller shows its true nature. Earache could not be bettered!
Excellent

I ordered a cd through their bandcamp site. It ended up getting stolen or lost on the way to me, but Tom fixed that situation very quickly for me and got a replacement out right away. Now I have my Bolt Thrower and am happy! Thank you so much Tom and Earache. There are so many classic albums I've ordered from them, and always receive quality products.

Great customer support. Had an issue with an item that was returned to sender due to a typo in the delivery address and they contacted me immediatly and were able to send it back. Received it no problem.

Ordered Orbit Culture - forgotten and shaman ep, delayed release by seek and strike records ,but Earache kept me informed and didn't cancel my pre order as others have done.
Arrived in perfect condition and well packaged.
My go to now for pre orders and any other vinyl
Many thanks keep up the excellent service

This company is an absolute joke. They don't send items and blame "staff illness" every single time.
Take a look at the reviews. It's so bad it's hilarious.
I feel sorry for the staff, there must be some sort of plague going around at Earache HQ whenever an order comes in.
How bizarre.

On the 22nd of June, I ordered a bunch of t-shirts. I am having somewhat of a death metal renaissance, so I thought I would treat myself. Long story short, I bought £107 worth of gear, and it is still not here. I didn't think Nottingham was that far away!The main thing is that I don't understand why they can't reply to emails. I have sent four now with no reply. I have read other reviews, and they all say the exact same thing.I've been buying Earache gear since 1989, back when it was a good company that cared about its fans. Their customer service lacks in every department now. It is just really sad that my once-favourite label has become so complacent. No wonder all the good bands have jumped ship.Oh, and FYI: the other week I ordered a patch off eBay, and it arrived the day after next. So what the heck is going on there? Have all staff members fallen tragically ill, or is it just plain old "CBA"?To add to that, I ordered £200 worth of merch and LPs from Relapse in Pennsylvania, USA, and that got here in two weeks—which is nearly what this order has taken. Yay Relapse, boo Earache. "Ballache" is more like it.

after posting this review i received conformation of dispatch , i did chuckle to myself a bit and i wonder if i'll get a follow up message on here from the legendary tom , okay so they have pulled it out of the bag and got the stuff here , so ill give them an extra star ..... complimentary bolt thrower lp wouldnt go a miss tho' , so i got the order and , thanks alot love the geat totally ....but no motorhead t shirt , so they still cant get it right , very very sad , by the way phil said everyones ill again .......

They are very professional, and very swift with the replies. I've recieved a replacement for my LP in no time, and the customer service was excquisite.

Order two items from them. One was perfect, the other wasnt. Emailed them as stated on their website, got a quick response asking for pictures of the problem which I supplied and now radio silence.
So I assume I should be thankful half the order was correct.

I will be avoiding in future.

A company with only one support staff. My review still stands. The offer to for a discount code on another product - not great.

Order placed on the 4th. Email sent asking for an update on the 14th. Reply recieved the same day stating order would be sent next day or early the following week. By Wednesday of the next week nothing recieved and order still showing as 'being prepared'. Another email sent on the 18th. No reply. The item is now showing as sold out on the site. Does that mean I've got a copy and it's just waiting to be mailed out or have I missed out? At the moment, I don't know.

I've followed Earache since the 90s and would have never thought a label with such a positive reputation would have such a poor mail order side.

I dislike writing negative reviews as normally poor customer service can be due to one or two mishaps etc with the company but for a label the size of Earache it just appears to be poor customer service outright.

Order came well packaged but despite this RM had managed to slides through it. CD was fine, but band signed merch was not. I sent photos and Earache sorted it straight away - no issues. Great service, great label and great bands!

There was an issue with my order that may have taken another company weeks to sort out, and these guys were really helpful it was all sorted within 24 hours! Great service.

Simply The Best.......
Customer service is second to none, fast delivery, well packed and they respond very fast to any issues (not that there are many). What is also refreshing, is with their own artist, most vinyl purchases come with either a download or USB with .WAV files, meaning you don’t have to buy a download or CD to have files on you PC, phone and in the car. Some of the big labels and music distributors could learn a lot from Earache Records.

Well this morning my limited purple vinyl arrived, another super record.

Had an issue with an order, was sorted within 48 hours. very happy.

This is the rudest someone at a company has ever been. Ordered on ebay informed clearly as ebay do delivery between 26th May until 2nd June. Ebay stated clearly the order was running behind. Got fake untracked tracking as post office 48 on the 2nd June as ebay must have pushed them to post. So meant to be within 2 days as said posted on the 2nd June.
I constantly support small, independent brands and on the 7th June was leaving my partner’s parents as his mum has passed away. Sent a message saying t-shirt has not arrived please refund. Got a reply saying please send new address although i explicitly stated i would no longer be there. Then things got weird some guy called Tom turned aggressive and said it was posted and i wouldn’t get a refund. I am no longer there it’s not my home.

I actually found this upsetting ok be incompetent but don’t blame the customer for your own rudeness, anger and being unable to work within posting parameters. Tell the truth rather than lies and aggression. Really not cool or nice.

Names can be a clue sometimes. Earache records is apt. Was looking forward to receiving my t-shirt. Definitely don’t want it and as a loyal, supportive buyer on ebay they will see my conduct and on the 12th June i will explain this so called shop kept sending messages to me when i repeatedly told them to stop contacting me and i will take up the issue with ebay. Really inappropriate conduct.
Please cast the eye within and think of how your horrible behaviour could affect someone.
Please avoid anyone that likes normality, professionalism, clear communication and customer service.