Universal Music Reviews 

Not only do I get preorders a day after its release but I received a mug that cost me £14 (!!) with a massive crack in it and they want me to send it back to get a replacement or refund but the only box I have is what it came in which is huge due to me having another item. So they will end up with bits of crockery in the post. They have then told me my replacement will take longer due to no stock! How about you deliver my item better wrapped in a suitable box first time? The support has been atrocious and if it wasn’t for the fact I love the band too much I wouldn’t buy again but sadly I have these half wits to deal with. The fact the mug design isn’t in high quality is also a concern.

The UMUK store I used displayed all pricing in Euro with no reference whatsoever to the fact that the shipment is coming from outside of the EU. On the checkout, they even charge taxes yet these aren't declared on the package itself, meaning I had to pay them again in Germany as well as an additional €6 DHL fee. I received the taxes back from UMUK but only when I explicitly complained about it. I didn't receive the DHL fee back, nor did I receive an explanation why their website does everything possible to give the impression they're in the EU. The record I ordered was quite expensive already, so adding €6 to the price is absolutely mental. I would have paid €12 extra including taxes if I hadn't contacted them.

Do they refund all of their customers who pay taxes on checkout and again on delivery? This is sketchy at best and at worst gives the impression they're skimming.

Ordered a hoody over 30 days ago.. no help from c.s.. Crap company.

Wish I could give zero stars. Raise queries. Told they will look into it. Nothing done.

I ordered a weeknd vinyl in 2022. The order dispatch date kept getting pushed back all the way into 2023, through multiple delays. By the time it got to December 2023, I had finally had enough of their ridiculous service and contacted customer support for a refund, as it says I was entitled to in the emails they sent me confirming the delays. I was then told by the customer support that a refund was being sent. I did not receive one and so after a week I contacted them again asking what was the delay. They responded saying there was an issue with their refunds and they were working on a solution. After 2 weeks I contacted them again asking for an update, and they now said that I could no longer have a refund and instead they would give me a voucher. I replied telling them how I do not accept this solution and how appalled I am by their service, and they have not responded to me in a week. PLEASE PLEASE PLEASE do not use this site. I have never had a worse experience. They are geniunely horrendous.

One star is too good for them.
I have two outstanding orders from well before Christmas that I have zero status on. Ive asked for updates countless times I've even asked for refunds and I'm ignored.

Absolutely disgraceful service.

Though I had a problem with the sleeve on my record, James in customer service sorted the issue out.
James showed great customer service.

They dont even deserve one star. I preordered the Killers CD which never arrived when it was due. Arrived 10 days late by which time I had bought it elsewhere.
I returned it using their useless returns service for a refund and now they deny receiving it although I have proof through tracking service that it was received by them on 2/1/2024. Awful customer service. They just keep emailing the same message but not helping me

Support is non existent. They don't even know how to ship an item internationally. If you need urgent help with your order there will be none. I'm so sorry for all the bands that are being held hostage in such a failure of a company.

UPDATE: Don't bother sending emails through their zen desk. From my experience the only way to get through to support is to force the bot on their website to connect you to a human. Took me more than 15 minutes but I managed to get to talk to someone real. Of course my case was not resolved, my order went back to UK since they cannot do anything about documents for customs.

Ordered a pre release shirt with an early December release date. Shipping didn't even begin until late December with zero updates until a few days into January. I contacted them and can you believe it? No answer.

No updates for about ten days until I look and see (without any notification naturally) that it is stuck in customs after leaving the UK. So now I have to pay about 15 euros because some genius routed my package from Germany to the UK when Germany is by far closer to me.

I would say I'd never buy from these jesters again, but I like to support artists. Unfortunately, some of these artists are held hostage by (sorry, "have deals with") this company. I would love to leave a constructive review but it's obvious they don't listen to their feedback. Avoid at all costs if you can support the artist in another way.

Ordered 10th of December items in stock for more than 50 £. Still no delivery, live support can't find my order, email support is very slow and not helping so far.

The package, supposed to arrive on October 20th, still hasn't arrived. Despite numerous inquiries, they haven't provided any responses. I'm unsure if everyone experiences this, but based on reviews, it seems common. There has been no communication about the delay, despite having made a reservation. Urgently seeking a resolution.

まじふざけんな。問い合わせしてもコピペの返事しか来ないから質問の答えが一切ない。予約注文してんのに何で来ないんだよ荷物。日本人だからって舐めてんのか。

Horrible. Waited 22 days for them to ship my order, which they never did (it was in stock and a current product, not a pre order) still waiting on my refund from over 2 weeks ago!

Do not order from these guys!
I placed an order on 14th December expecting Christmas delivery.
I was contacted eventually on the 23rd of December telling me my despatch date was now scheduled for 26th January. I immediately requested a refund.
I have been contacted today (5th Jan) to say my order is being processed and will be despatched within the next 1-2 days - I have replied telling them NOT to despatch and I want my money back as requested on 23rd December.

Do not order from here!!
Really wish I had checked reviews prior to ordering. Terrible experience all too familiar having now read other reviewers comments. Ordered 12 December items showing as in stock, I even paid premium for next day delivery. I’ve heard nothing since. Website appalling, no direct contact available just a poor ‘Zendesk’ email procedure with an auto reply asking, ‘Do you still need us!’ I intend to do a chargeback on my card to recover my money. Made the mistake of expecting it to be reputable online retailer of genuine band merch. Had better service from Etsy ‘dupes’!!

Ordered a Beastie Boys tshirt as a christmas present on 7 December 2023. Had order confirmation and should have taken 4 days.

No further contact from them - so sent a message through the website on 24 Dec. Sent another email to a customer support address a few days later.

3 days ago had a reply to the website query asking if I still needed help.

Today I had a reply to the email I sent saying they couldn't deal with the query because they needed to be contacted by the person and the email address on the order.

Both the name I gave in the email and my email address I sent it from are the same as on the order.

Will be seeking Chargeback through my bank as there is clearly no intention to fulfill the order/gross incompetence reigns in their customer services team.

Update - strangely enough less than 24 hours after I posted this review (and also posted something on Instagram), I got an email from UM saying that the product wasn't available until February as stated in the email confirmation. Only thing is, it doesn't actually say that in the email confirmation. I also had an email after that one saying that there was change to the release date of the tshirt and now it would ship in February. So that's about par for the course with the chaotic and obsfucating customer service.

I cancelled and have received an actual refund 2 days later. Which has been the best part of the whole experience.

Will never, ever, under any circumstances buy anything from a UM affiliated website again.

Absolutely appalling customer service, I received a faulty Vinyl set on the 17th November, I was subsequently advised on the 20th that a replacement order had been made and would be with me asap, here we are 3rd Jan and still no replacement and when I try to contact to folllow up I receive the standard ‘do you still need us’ email after 5 days. I have made two purchases from this company via artist specific websites over the last year, the first time I was sent the wrong item and the second time I’ve had absolute zero support, there will not be a third time. I recommend avoiding this company at all costs if you hope to receive the items you’ve paid for in a timely manner - you will end up lost in a never ending ‘bot non help customer service loop.

As all the other reviews say, DO NOT ORDER FROM HERE. I ordered Weeknd merch on her back in September 17th. The release date for the merch was 24th November. It has been over a month and I haven't gotten more than their auto reply on any of my emails requesting any update at all regarding my order. I am absolutely discussed by the lack of any communications what so ever.

Shambles of a company .. ordered Hozier hoodie as Christmas present , tried to cancel , email finally from the company to say it had already been dispatched in mid December so unable to cancel . Hoodie arrived today,3 weeks after they said it was sent and my word .. the quality of the hoodie was cheap and nasty. I don’t even see much point in returning if for refund given the reviews here and I’m worried I’ll never see the money .I contacted Hozier’s team on X to make him aware of the scam crew defrauding people in his name .. AVOID LIKE the plague

DO NOT ORDER

Wish I had checked here before ordering. I cannot stress enough how shady they are. I purchased a T shirt for my daughter in December 4th it was in stock. No T-Shirt, no refund nothing. Have heard nothing after many, many emails.