ComplaintsforUniversal Music Group Nashville
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Complaint Details
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Initial Complaint
01/05/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
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.Initial Complaint
01/02/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
i have reached out to UMG about a merch that was sent wrong, its been 2-3 weeks since i sent that email and they only replied once which was on tuesday. the merch that i got was supposed to be for a christmas gift for my sister and a different item arrived, their customer service really hasnt helped me at all.Initial Complaint
01/02/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Order: ***********. I placed an order on 10/27/2023 for a **** cardigan a few minutes after it went on sale. The item was supposed to ship by 12/15/2023. Today is 12/30/2023 and I have received zero updates on the status of my order, despite emailing UMG twice in the past two weeks. UMG has also notified customers whose orders were supposed to ship by 12/15/2023 that they will be issuing refunds but still fulfilling the orders. I have heard nothing about this. I am extremely disappointed in the customer service from this **********************. This ********************** should also be reported to the *** for violating the Mail, Internet, or Telephone Order Merchandise Rule 16 CFR Part 435 that states: The Rule, issued in ****, requires sellers who solicit buyers to order merchandise through the mail, via the Internet, or by phone to have a reasonable basis to expect that the sellers can ship within the advertised time frame, or, if no time frame is specified, within 30 days. The Rule also requires that, when a seller cannot ship within the promised time, the seller must obtain the buyers consent to a delay in shipping or refund payment for the unshipped merchandise.Customer response
01/26/2024
Hello,
I am writing in regards to complaint ID ********. I wanted to let you know that I received my order after submitting a complaint to the BBB and FTC about this matter and notifying them of this by email. I also was issued a refund for this order on 1/19/2024. I am satisfied with this resolution.
Thank you for your assistance on this matter!
*******************************Initial Complaint
01/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I ordered four Christmas ornaments from the *********************** store on November 13 and the items did not ship in time for Christmas even with a month to get it taken care of. ******* users are showing many email notifications of refunds with shipped merchandise and I would like the same.Initial Complaint
01/02/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I purchased four items on a black Friday sale, on November 22nd. They were listed to ship within one week. I emailed them after a week had passed, only for them to tell me to wait for shipping information. I reached out again on 16th of December, still no shipping information. They said I would have it on the 18th. The 18th came and went, no shipping information. I emailed them again and they said it would have shipping by the 22nd. The 22nd came and went. I emailed them yet again. No updates. Most other orders that were supposed to ship around that time have been refunded and still are set to ship, and that was communicated in an email to all of the US orders. I did not receive anything like that. I havent received a response to my inquiry about shipping from the 22nd. I spent almost 150 dollars on this order.Initial Complaint
01/02/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I purchased 2 items through ******************* merch store run by UMG on 10/26/23. Its almost been ************************************************************ shipped. I did email asking about the order sometime mid November, but never got a response. The order number for this order is #***********. For the amount of money they charge, the lack of ability to contact the store as well as lack of resolution is astounding. Aside from this order, all other orders *** placed took over a month to get to me. This is a consistent issue that almost everyone who shops from this website is experiencing. Something needs to change here.Initial Complaint
12/18/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
On 8/21/23, I purchased **** Taylors version aquamarine green edition Vinyl for preorder. I received my shipping notification on on 10/25/23, indicating the shipping label for my item was created and **** was awaiting the item. By 11/7/23, my shipping info had not updated so I reached out for an update via email and was told to allow another week for it to update. When nothing changed by 11/13/23, I requested another update and was again told to wait for it to update or the item to be delivered 11/16/23. No change by the 16th, so I reached out again, no reply. I reached out on 11/20/23 and received a response stating I should reach out to them if I had not received my package 3 or more weeks after I received my shipping information..to which I responded and again received no response. I reached out again on 11/22/23 and did not hear back until 11/27/23, this time offering a refund or reshipment (if still available). I requested a reshipment and did not get a reply. I reached out yet again on 12/4/23 and received a reply on 12/7/24 stating I should reach out AGAIN, if I dont receive my shipping information by 12/15/23. I received an email on 12/14/23 stating my issue has been escalated, despite the previous email supposedly having been sent by The Vice President of ************** I responded to that email demanding a refund because Im all the emails back and forth, not one single time were my concerns addressed or questions answered. At the time of my writing this, it is 12/18/23 and nearly 2 months since i first received my shipping information. This company appears to have lost my package, ignored my concerns, ****** me along and refused to take me seriously. I sent another message on 12/14/23 demanding a refund. Unsurprisingly, I have not received a response.Initial Complaint
12/13/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I sent this to UMG.Why has this order not shipped? You gave me a ***** tracking number, but the ***** tracking number ********************** shows that it is still at the shipping location.Can I please get an accurate update on my order GNR70184 UMG is failing to give an accurate response on where my package is They are being dishonest.Business response
12/15/2023
To Whom It May ********************* are writing this letter in response to the complaint that was received on 12/13/2023 containing the ** of ********. Regarding the customers order #GNR70184, our records indicate that the cardholder filed a dispute on this order, and we are unable to apply any credits at this time. We will be happy to process a refund for this customers order if we see a change in this orders dispute status.
If you have any questions or concerns regarding this information, please do not hesitate to contact us.Customer response
12/18/2023
Complaint: 21000862
I am rejecting this response because:I will let PayPal decide on this. Asking a person to close a dispute takes away any leverage against a company from keeping their word. Which UMG does not have a good record with, at least with my transaction.
Sincerely,
*************************Initial Complaint
12/01/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Order Number: *********** Pre-Ordered on August 21, 2023 Album release date: October 27, 2023 Shipping Label Created: October 25, 2023 *********************** ************************************************************************************ Pre-order was purchased on the first day of the first release. I have yet to receive my shipment. I have contacted customer service ************** and have only received automated replies. Telling me they are looking into it, wait a week. Again, email asked to be patient, looking into it. Again no response. Email again, auto reply wanting the order number. Which was clearly stated in the header of all other correspondence. Email again, asking address to reship, again address was clearly included in the prior emails. I am getting the run around and have heard multiple other complaints on social media. Note: I PRE-ORDERED ON AUGUST 21,2023. The first release of this variant "Aquamarine" this variant along with others were later released for pre-order and stores have also received this variant in limited supplies. Yet, I who pre-ordered during the 1st release are still waiting. I have asked to be contacted personally for resolution and have received nothing. This is unacceptable and poor service to its customers. I expect this issue to be resolved, and shipment expedited immediately.Business response
12/15/2023
To Whom It May ********************* are writing this letter in response to the complaint that was received on 12/11/2023 containing the ** of ********. Regarding the customers order #***********, the1989 (******** Version) Aquamarine Green ******* Vinyl was reshipped to the customers address on December 15th per **** tracking:
*****************************************************************************************.
If you have any questions or concerns regarding this information, please do not hesitate to contact us.Initial Complaint
11/06/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
*******, defamation, stalking, embezzlement.
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Customer Complaints Summary
95 total complaints in the last 3 years.
70 complaints closed in the last 12 months.