Universal Music Recensioni 

Order placed for pre release tour t shirts in October -:still not been sent and ignore all messages

I ordered two Taylor Swift vinyls from Universal Music on 30th November, and the order still hasn’t even shipped. I chased them up on 7th December and got nothing but an automated reply saying my order was “processing in the warehouse.” Five days later, still no update, no shipping, nothing.

I requested a cancellation and refund, and was told they can’t cancel because my order is “processing” — the same excuse I’d already been given. Apparently the only option is to wait for it to eventually arrive (whenever that may be) and then go through the hassle of returning it just to get my money back.

Absolutely ridiculous customer service. Zero transparency, zero urgency, and zero respect for customers. This feels like a complete scam, and I won’t be ordering from them again. I can't believe top artists use this company to sell their merch!!!

Absolutely awful company. Never respond to emails. Item arrived completely basic asif its come from temu or something. They cancelled part of my order saying out of stock, yet its still available to order. Never again!

Terrible customer service, orderd an LP which was in stock and absolutely no sign of it being dispatched!!! Customer do not reply, no phone number to contact.
Do not use this company you will not receive anything and they appear not to care.

I would give them no stars if I could!
Ordered hoodie from the online store and just didn't get sent. Multiple emails to them with generic automated responses before finally got a human who agreed to refund. For context, 16 days for them to confirm they couldn't give me an update within 3 days as I requested!
AVOID!

No information, no emails, just terrible customer service. Tried to cancel, but nothing.

Absolutely useless. Ordered a vinyl, no idea when it will ship, and not getting anywhere with customer service. The live chat function doesn't even work. Avoid.

they refuse to help with a damaged order

Not even worth one star. Item pre ordered not informed until I contacted them to find out after 4 months where my item was that they couldn’t fulfill the order, they continued taking orders knowing this, eventually got a refund after 6 months, up to 14 days to refund, money not yet in my account and they have the cheek to offer a 15% discount on a future purchase. Appalling company and worse customer service.

Poor service. Items in stock when ordered - not shipped yet and no information or updates. Contacting via sign posted channels results in automated answers with no substance or meaningful update or info.

Customer service??? Doesn’t exist. Tried for over a week to get an order cancelled as despite paying for next day delivery the item still hasn’t been dispatched. Avoid like the plague. Scammers

Got the same issue as the user below me.

Pre ordered a vinyl box in december 2024 for april 2025

After like 5 delays and very poor communication for the reason of delay and communication after the supposed day of shipping i finally received the vinyls at the end of november 2025.

My vinyls came damaged as in warped and scratched. I mailed their customer service and the options are 10% refund or send the item back and hope they will still have a new one in stock.
Obviously i do not want to go through all that hassle now JESSICA suggests me to send it back because she can guarantee the item is still in stock. And ofcourse i will have to pay shipment myself and go through all the hassle for their faults.
If you ask them to escalate the case to a manager they either say they will and get back to you which they dont (mail left unanswered since october) or they dodge the question.

Worse customer service ever. Hopefully my favorite music never partners with umg again because they are rhe worst

I placed an order for a collector's vinyl in December 2024. I waited a FULL YEAR to receive it. It finally arrived in December 2025, completely DAMAGED (bent sleeve, poor packaging).

But the nightmare is the customer service. "Jessica" from support refuses to provide a prepaid return label, asking ME to pay for the return shipping of a damaged item. This is a direct violation of the UK Consumer Rights Act 2015 and French Consumer Laws.

Instead of fixing their mistake, they insult customers with lowball offers of 10% or 15% refunds for a broken collectible.

Universal Music is a giant company acting like a scammer. I am reporting this to the DGCCRF (Fraud Control) and Trading Standards.

DO NOT ORDER HERE. You will wait a year to receive trash and they will refuse to help.

---------

J'ai commandé un vinyle collector en décembre 2024. J'ai attendu UN AN complet. Reçu en décembre 2025, le vinyle est arrivé totalement ABÎMÉ (plié, emballage inadapté).

Le pire est le service client. On me refuse l'envoi d'une étiquette de retour prépayée. Ils exigent que JE paie les frais de retour pour LEUR produit arrivé cassé. C'est totalement illégal (contraire au Code de la consommation et au Consumer Rights Act UK).

Ils essaient de m'acheter avec des propositions ridicules de remboursement partiel de 10%.

Pour une boîte comme Universal Music, c'est honteux. Je signale ces pratiques à la DGCCRF. Ne commandez surtout pas chez eux : vous attendrez un an pour recevoir un produit cassé et un service client qui se moque de vous.

If I could give zero stars, I would! This company is a disgrace. Ordered Billie Eillish merch for my daughters birthday, it's passed already, and nothing has turned up. Ordered nearly 1 month ago, items that were in stock, no pre-sale, and I haven't received a thing. I've been in contact 4 times now, received 1 reply after a week, telling me my order would be shipped by 21st November at the latest. OK, great. I paid for next day delivery but still nothing came. It is now 4th December, and despite contacting them 4 times, I've heard nothing. The worst part is there are no telephone numbers for support, only email. Absolutely terrible company to deal with.

Rubbish literally back and forth for a week with customer service the Dave vinyl is faulty disk 2 they apologised after I had to send proof of videos after all of that refused to send me disk 1 out I needed to send both dusks back literally told them multiple times I’m in Italy now how can I post back to you , really rubbish you send out faulty vinyls and ask for evidence via email and apologise then don’t replace !!!RUBBISH

I ordered pre ordered a Lewis Capaldi CD and it was not obvious at the time that the release date was not due for another year and a half. I've never heard of this before and I think it is bad customer service to expect fans to wait so long after they have made their purchase tor the goods. The reale date is not until December 2026 😪

Every month delay, they’ll happily cancel my order but won’t simply fulfil it. Customer service useless. Emails regarding delays none existent.

Ordered Dave collab t shirt , all I have revived is a confirmation , it’s been a week and a half now and no update when I try email them they say they are looking into it but has been like that the past 5 days , crap customer service , can’t even contact a real person seems like

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.