ComplaintsforUniversal Music Group Nashville

• Initial Complaint

  08/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This product was advertised as signed and stamped and that was the big selling point, all for it to not be stamped at all. They are not offering refunds for the product at a sufficient value. As well I paid extra for separate shipping for the 2 items, for them to ship them together regardless, hence the 1 tracking number, and have ignored my request to refund the shipping that they scammed me out of.

  Business response

  09/03/2024

  We are writing this letter in response to the complaint that was received on 8/31/2024 containing the ** of ********. Regarding the customers order #**********, this order was refunded in full by Route Protection on August 31, 2024. If the customer has any issues regarding this refund, they can contact Route for further assistance.

  If you have any questions or concerns regarding this information, please do not hesitate to contact us.

  
  

• Initial Complaint

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered multiple variants of ************************* vinyls. They all arrived damaged or missing items and were not at all as advertised. My signed and stamped LP arrived signed but, it was not stamped. The signature also was damaged because it was bent when put inside the gatefold ruining the signed inserts. I also ordered and alternate cover LP the gatefold is damaged. This was advertised as having and alt poster #1 and a postcard- neither are included. It is also advertised as being a coke bottle vinyl it arrived opaque and not clear like the advertised photo. I also ordered the bonus track LP. This was supposed to come with a postcard, it does not. It was also advertised as the color moonstone- you can see the photo on her website- it is completely clear and looks nothing like the photo. UMG is a huge company that advertised all of these alternative covers to drive up album sales but did not fulfill their end of the orders correctly. Im not the only person complaining about this. UMG customer service is so difficult to deal with Im sure they are counting on people just giving in and accepting what has happened. I will not. They need to be held accountable for what they have advertised to their customers. I spend hundreds of dollars on this album release to support an artist that I love and am so disappointed in how her team has executed this. When you contact them- they want to to file a claim with their shipping insurance- I dont feel that should be necessary when the issue is what UMG has failed to include in the purchase per their own listing on the website. These products need to be refunded either in full or reshipped and arrive with everything advertised.

  Business response

  08/30/2024

  We are writing this letter in response to the complaint that was received on 8/29/2024 containing the ** of ********. Regarding the customers orders #*********** and #***********, these orders were covered by Route Package Protection. The customer can download the Route app for self-service or submit a claim via the website: *******************************;

  If you have any questions or concerns regarding this information, please do not hesitate to contact us.

  
  

  Customer response

  08/30/2024

   
  Complaint: 22214441
  
  I am rejecting this response because:

  The issue is not due to shipping. It is due to false advertisement by UMG. Items in my order arrived missing included items as previously stated and falsely advertised inserts and vinyl colors. Route is not going to cover their false advertisement of the products and those items not being included with the products ordered. 
  
  Sincerely,
  
  *****************************

  Customer response

  08/31/2024

  Cancel my claim. Im exhausted from dealing with this and just want to put an end to it. 

• Initial Complaint

  07/14/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Dear Universal Music,This receipt is intended to bind a response for the Fowl Attitude and Re-Enactment of a Totally PHI Slander against My Gay Pride Performances ordered on The Rockit Stage. Under no circumstances should any bearing (Ringu), be formed or developed (1998) without my permission as we are currently in operation together to have ************* Exit due to the ***** Account repeating B.R.F.D.S.OR (Snow Receipt). Thank you for understanding and remember about the agreement we had with *********************, Cat Country and *********************.para l y para ****, cinco hilos de aguja, incluidas las camas

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a shirt from ************************* online store . There was no sizing chart so I went with the size I usually am and it came in yesterday and the shirt was huge had to be a 2xl . I emailed for a return / exchange and they gave me a shipping label and I was going to ship it out and I asked is the small a actual small because that medium is not a medium its huge and then I got a response today that they wont take the return. The item is un worn and un washed all I did is take it out of the bag and hold it on my clothed body to see the fit and it was huge and in the email I said I was swimming in it aka its huge but I didnt actually wear it and very upset with the customer service I have received, put a sizing chart

  Business response

  07/19/2024

  We are writing this letter in response to the complaint that was received on 7/18/2024 containing the ** of ********. Regarding the customers order #**********, this order was partially refunded on July 18th, 2024 following the receipt of the customers returned item to our warehouse. See a record of this credit attached.

  If you have any questions or concerns regarding this information, please do not hesitate to contact us.

  
  

  Customer response

  07/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************************

• Initial Complaint

  05/21/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I was going to attempt to order two LPs for my girlfriend as an early birthday present from these folks, but these people are a literal pain in the **** to get a hold of and their only way of communicating with their customers is through some formatted contact us form and when they eventually respond back, they get snippy with their responses.Being a first-time customer, I'm quite hesitant as to whether or not I should even order these items from these people. Case and point here is they have a store onine and from the many bad reviews other people have been issuing to them via the BBB site and other social media platforms, the least they can do is respond back in a kind enough manner to address these issues, especially when it comes to using coupon codes for first time orderers, which would be myself. Please note...This complaint is not in regards to UMG Nashville as a whole entity, but to their staff at the online store and the store itself as whether or not I'm even going to be able and allowed to use coupon codes there (had one for free shipping and 30% off but they didn't want to take it because it came from a third party, despite it being legitimate and hasn't expired as of this writing).After trying to get a hold of their corporate HQ to communicate all this to them late last week, nobody there has even taken the necessary time to respond back to my complaint and concern as I would like to order these two ************************* LPs for my gal before their sale concludes at month's end and be able to save some coin in the process, but this customer service and response time by this company as a whole has been atrocious and slow to say the least!I'm hoping they can come through for me and if they do what's right and what's best for business for their consumers, THEN & ONLY THEN I will officially place the order for these two albums; otherwise, I'll take my business elsewhere, which I do not want to do, since they have what i want, but they need to step it up!

  Business response

  06/17/2024

  To Whom It May ****************** are writing this letter in response to the complaint that was received on 5/30/2024 containing the ** of ********. Regarding the customers order #*********, the ********* discount was not applied due to a previous discount having been applied to the order. Additionally, we are unable to apply discount codes after orders have been processed as discount codes must be applied during check out. We apologize for any inconvenience or upset this may have caused. Regarding the customer's email to us about placing another order on the Sound of Vinyl store, the following was sent the customer on May 15th:
  
  "Hi *******,
   
  Thanks for reaching out to us! Unfortunately, we are unable to place an order on behalf of the customer and our means of communication is only through email. Moreover, we are not associated with the website where you got the discount code. We sincerely apologize for the inconvenience.
   
  As always, please feel free to reach out should you have any other questions or concerns."

  If you have any questions or concerns regarding this information, please do not hesitate to contact us.

  Regards,
  
  *****************************
  Dispute Resolution
  UMG eCommerce & Label Services

  
  

• Initial Complaint

  01/24/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a snowglobe from the *** *********************** merch store on Nov 22 and it's been month of back and forth with them. Getting an email response from them has been impossible and finding a solution has been painful. First the item was delayed, then they had lost it, then it was "on the way", then it was delayed again, then it was totally lost and I was told I could get a refund or pick a new item. I told them the solution I was hoping for, and got no response. THEN the item magically showed up... but completely destroyed and unusable with loose glass in the box. I have attempted AGAIN to get in contact with them and have still heard nothing back.

  Customer response

  01/24/2024

  added a photo of the ruined item 

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'VE REACHED OUT TO ****** NATION ON MULTIPLE PLATFORMS (MY HANDLE IS @BRINKA242 ON X / ******** INSTAGRAM, AND TIKTOK) FOR HELP/INTERVENTION REGARDING ORDER #*********** AND #TS-CA125079, BOTH OF WHICH *************************** ONLINE ***** STORE BRAVADO VIA UMG/TAYLORSWIFT.COM REFUSE TO HELP ME OUT WITH OR RESPOND TO MY MANY EMAILS ABOUT. I HAVE EMAILED ABOUT 15 ****S FOR THE ******** SITE'S ORDER CLEARLY STATING WHAT I WANT WHICH IS A REPLACEMENT FOR THE DEFECTIVE/DAMAGED PRODUCT, ONLY TO BE IGNORED FOR OVER A MONTH & THEN ASKED WHAT I WANT WHEN I DO GET A RESPONSE - ASKED FOR WHAT I WANT WHEN I CLEARLY EMAILED EXACTLY WHAT I WANTED, WHICH WAS ANOTHER WAY THEY CAN DELAY RESOLVING THE ISSUE WHILE KEEPING MY MONEY. I HAVE REACHED OUT TO YOU ON MANY PLATFORMS, YET YOU CHOOSE TO RESPOND TO OTHER PEOPLE WHO DON'T NEED HELP BECAUSE IT SUITS YOUR IMAGE. IT IS DISPICABLE AND I AM NOT OKAY WITH IT. THERE IS AN ACCOUNT ON ********* @TAY*****PROBLEMS WHO IS GATHERING A LONG LIST OF PEOPLE WHO CONTINUE TO HAVE MAJOR ISSUES WITH *************************** ***** STORE AND ****** NATION IS TAGGED IN SOME OF THESE (THEY WERE TAGGED IN MINE) AND THEY REFUSE TO STEP IN AND HELP OUT THE ***** REFUSE TO ISSUE A STATEMENT, REFUSE TO HOLD THE ***** COMPANY ACCOUNTABLE, AND REFUSE TO LOOP ****** IN TO THE BIGGER ISSUE SO SHE CAN ADDRESS IT AND APOLOGISE TO USE DIRECTLY. SHAME ON ALL OF YOU. THE ***** HAS GOTTEN OUT OF CONTROL. THERE IS NO OVERSIGHT. THE QUALITY OF ITEMS IS HORRENDOUS. WHEN ASKING FOR REPLACEMENTS SOME ITEMS ARE NOT EVEN IN STOCK BY THE **** A PERSON (NOT A BOT) RESPONDS, AND YET ****** NATION JUST CONTINUES TO TURN A BLIND EYE. I AM NOT OKAY WITH THIS.

  Business response

  01/22/2024

  ****** Nation does not run an online store.  Bravado/UMG is the owner of the online store and responsible for all payments and fulfillment.  Please contact them at *****************************

  Customer response

  02/01/2024

  Hello, 

  I actually never did hear back from the business in response to this complaint, so you can please update that. Thanks!

   

  briana 

• Initial Complaint

  01/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  *********************** - UMG (Universal Music Group) The order number ***********. I placed an order October 6th. I received a email on December 15th that stated that my order will be delayed in shipping when it should have shipped on December 15th. I responded: Is there a way I can cancel the viewfinder but have the rest of my order ship? If so, please also cancel the patches. Just to clarify, I want a refund for the viewfinder and patches but the rest of my order to ship. Please send me confirmation of understanding before making any changes to my order. Instead of having a person read my email clearly it was a robot because they just canceled my order after I specifically said not to cancel my order without clarifying. I have been responding and asking for an update on my order an no one is getting back to me about my order. Can you please help me?

• Initial Complaint

  01/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  After multiple multiple attempts, I have recovered no information about an order from October and was supposed to be shipped and delivered on/by December 15th. I have received the wrong information and no help what so ever. My next stop is the ****

• Initial Complaint

  01/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  As the fulfillment agency for *********************** Nation LLC and *********************** online store they have failed to fulfill my order placed on 11/1523. My items were to ship on 11/30/23 and 12/15/23 - in time for Christmas gifts. I have yet to receive them. After several vague vague responses to email inquires I then received and email promising 1. A full refund within 5-7 days and 2. My order shipped free of charge after 12/26. In nine days there has been no change, no refund, no shipping and no solid answer to my email inquiries only the same form email making promises they have yet to fulfill.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩