Townsend Records Reviews 19

I’ve ordered a number of times from here with mostly no problems until now looks like I’ve just been lucky so far….customer service is non existent, never get through on the phone, sending emails or competing online forms seems pointless as no replies and I’m pretty sure their live chat service is just pretend. Royal Mail still haven’t got it a week after release date despite Townsend claiming it has been dispatched.

Shame I can't leave less then 1 star. Absolutely terrible customer service from start to finish, poor communication, poor product availability and worst of all just rude and unhelpful customer services. My issues with the order were so easily rectified but they just couldn't be bothered.

Order was misdelivered (left in a bin by my residence) by the shipping company and subsequently lost. Despite providing direct proof of this to the retailer, including official communication from the shipping company, they refused to accept the item was lost or issue a refund/replacement item.

Ultimately I had to seek a refund through my payment provider, which they obliged when Townsend failed to respond to my claim.

Incredibly unprofessional customer service from ‘Chris’ at Townsend, who even went as far as pulling up (incorrect) bin schedules for the area around my residence, as if to imply I was lying about the lost item.

Will never be ordering from them or purchasing in-store again.

I’ve now had 6 orders through Townsends. One was a stock order, two were RSD orders & the other three were pre-orders. Each time the product was priced competitively with delivery charges that weren’t excessive. Five of the six orders all arrived when promised the sixth being a pre-order that isn’t due until August.

All my orders have been delivered by Royal Mail rather than a courier so I always have confidence that the item will arrive & if I’m not in it’s not a major issue collecting from the sorting office.

Although I’ve never had to deal with customer care, I wouldn’t hesitate to recommend them & they are one of my first choices for vinyl & CDs.

Bought a box set for over £100. One of the records arrived scratched. Contacted customer services. They said they had no more stock and I could return it. I informed they I didn’t want to return it as it was limited edition so I still wanted the box set but should get some compensation for damaged goods. Flatly refused and the level of customer service was appalling with no apology and a complete lack of understanding of the issue, and responses came across rude.
Have ordered quite a lot from them before but won’t be again and would recommend you not to use them.

ordered £110 worth of stuff
I ordered £110 worth of stuff, so I went for tracked delivery, the parcel came through at delivered despite no neighbor's having the package. There was no package left at my door! When I queried this I had no response for 21 days before them saying because it was a tracked delivery they aren't doing anything about the non delivered parcel. No refund awful customer service... I'll bechatting this one up. Disgraceful, ruined my sons birthday.

Very disappointing experience. Bought a signed album but the signed print was not there. Only option was to ship everything back, or keep the partially received order. Customer service did not help at all, no form of compensation possible. My first and last experience, would not recommend Townsend records.

Preordered a CD way before release date. Once date was reached it arrived promptly and safely. Always had good service from TR over the years

I'd give them no stars if i could
They take the money on pre orders in may. Album released in Nov and they send me the cd but no bonus cd or signatures or tshirt
No help or attrition and take till January to get my money
Absolutely terrible company

Order arrived a bit late, but it was days before Christmas when I ordered so not too surprised. Customer service really helped me out to track down the package. And great vinyls really well packed - so thanks

All my experiences with Townsend have been pleasant, quick delivery and affordable vinyl exclusives

I am really surprised at the previous reviews. My experience has been great. I have used Townsend a couple times now and both times the service has been perfect.

They have a great selection of special editions and exclusives, quick delivery, priced accordingly with the market and well packaged.

I would 100% recommend, and I will definitely be using them again.

Ordered a vinyl, very cheap, came within 2 days, amazing quality can’t fault it

I’m really surprised seeing previous comments , I can obviously only speak from my own experience but I have ordered through Townsend quite a lot recently and have never had a problem. I had to cancel one order as it was the only way to alter it ( wanted to add some items) and I had my £300 refunded within 24 hours so I could re - order, no complaints whatsoever, but as I say, that’s just my experience!

Never trade with this company again, they asked for my branch number and account number of my bank details, that,s fraud, they told me my email address was wrong, my debit numbers were wrong, my phone numbers wrong, I kept being sent round in circles, from one site to another, I spent 5 hours online trying to preorder something but they would not let me, very rude I'm disgusted this company can do this.

Abominable customer service. Ripped me off of 30 euros, never do business with them again.

Avoid this company. They try to fob you off with false delivery times. Communication is awful. Customer Service is a joke. Easy to take my money and yet a month later still no sign of item - just keep being told to wait. Have to fill out a form to prove the RM lost item. Won't send out another. Waste of time.

Similar experience as other users. They took my order and money, then, nearly 3 weeks later, nothing, no delivery, no message. Look up my order and its 'cancelled'. I now need to chase a refund. Avoid.

Ordered something from their web site for Record Store day. They took the money and 3 days later told me it had been deleted (which is rubbish). What I imagine they did was remove it and put it for sale on discogs for twice the price as it was ltd edition. Practice like this is why record stores go out of business. Won't buy from them again. Still awaiting the refund as well.