ComplaintsforuDiscover Music US Store
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Complaint Details
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Initial Complaint
01/24/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I ordered 5 items from Udiscover Music on Nov. **** for Christmas presents during their big sale. I emailed them several times, only to receive a silly "there seems to have been a problem with your order" response (which never told me what the problem was). I finally sent them an email a few weeks ago telling them if they couldn't send my package within the next few days, I wanted my money back. Shortly after, I finally received an email that my (CHRISTMAS) package would be arriving January 16th. When I got home, the flimsy box was damaged and wet. Only 3 of the 5 items were in the box, but, the box was still closed. *** most expensive item, a 10CD box set by *** Who (rock band) was very damaged. This item was $209.98. *** other 4 items (2 of which weren't in the box) were not very expensive. I emailed them immediately and told them and I also filled out a ticket on their website for a return postage slip. This was Jan. 16th. I've received no response and their website says my order has been fulfilled. I paid my **** bill January 13th which included the $297.79 charge. *** damaged box set and two other CD's are in my kitchen (unopened) waiting to be returned. I paid for an expensive damaged item and 2 items never came at all. *** 2 items that didn't come were CD's by *********************, but, according to their website, they were in the package and have been fulfilled. ***y have no phone number and apparently want nothing further to do with me. I've seen several other complaints on the internet about their customer service and people receiving the wrong merchandise in their packages. At the moment, I'm out almost $300 and many wasted hours of my life. Christmas was almost 2 months ago and I had nothing under my tree. This is the worst company I've ever dealt with.Initial Complaint
12/27/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Order #UDISC200640 11/27/2023 Ordered 6 vinyl records, two were damaged. After many emails shared between the company and myself, their decision was for me to handle the issue through insurance. It was obvious that these two albums were damaged prior to shipping: one had a split spine/shrinkwrap damage, the other, a creased corner. This smacks of fraud.Initial Complaint
12/24/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
A package I bought two weeks ago has not been shipped or been updated in two weeks. No form of email of delay from the company.Initial Complaint
12/03/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I ordered a vinyl from this website on November 8th. They claimed it was delivered to my address on November 13th. I never received my item and customer service is not responding. I have checked ****** reviews and they all say this website is a scam. This item is now magically out of stock They essentially stole $40.27 from me.Business response
02/01/2024
Dear *********,
I hope this message finds you well. We sincerely apologize for any inconvenience you may have experienced with your recent order. We take customer satisfaction very seriously, and we appreciate the opportunity to address your concerns.
Firstly, we understand the frustration you must feel, and we want to assure you that we are committed to resolving this matter promptly. However, we were unable to locate your order in our system using the information provided, such as your name, email address, and shipping address.
To expedite our investigation and resolve this issue, we kindly request that you provide us with the order number associated with your purchase. Alternatively, any additional details or specifics about your order would be immensely helpful (i.e. website/artist name, item purchased).
We understand your concern about the delivery status of your vinyl, and we want to assure you that we are committed to ensuring a positive resolution. Additionally, we take customer feedback seriously, and we are actively working to address any issues related to our services.
If you could kindly reply with your order number or any additional information, we will prioritize your case and work to find a satisfactory solution.
Once again, we apologize for any inconvenience you may have experienced and appreciate your patience as we work to resolve this matter promptly.
Thank you for bringing this to our attention.
Sincerely,Customer Service
Business response
02/01/2024
Dear *********,
Thank you for providing additional information about your recent order. However, it seems there might be some confusion. After careful review, it appears that you may have placed your order with udiscovermusic, and not with our company. We want to bring to your attention that we are a separate entity and have no affiliation with udiscovermusic.
To resolve your concern, we recommend reaching out directly to udiscovermusic's customer service team at ************************************ They should be able to assist you in locating your order and addressing any issues you may be experiencing.
We appreciate your understanding and apologize for any inconvenience this may have caused. If you have any further questions or require assistance in the future, please do not hesitate to reach out to us.
Thank you for your cooperation.
Sincerely,Customer Service
Initial Complaint
02/11/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I ordered items totaling $***** (3 LPs) on November 29. In the order, it says "expected to ship on December 17." That date came and went and I heard nothing. I asked for updates on several occasions and heard nothing. It was as if I never placed the order. But I had and I was charged. So after weeks of this, I emailed and asked to cancel the order and asked for a full refund. I heard nothing. In January I filed a dispute with ***** Bank, the issuer of my credit card used to make the purchase. uDiscover Music rep Rachel P told me on January 14 that "A payment dispute on this order was filed by the cardholder, and we cannot proceed with or make changes to it. When a payment dispute is filed against an order, all unfulfilled items in the order are canceled, and we are unable to refund, reship, or change any order details. If you are the cardholder and would like to cancel this dispute in order to receive a refund of all unfulfilled items, please let us know." I did so on January 18. However I still have not received my money. I have contacted them several times for my refund, and they keep saying: "We apologize, but we have not received information saying that this dispute has been removed. Once contacted, your financial institution may take up to 90 days to communicate this information to us. Please be patient during this time, and feel free to check back in with us regarding this order. Once the dispute is removed on our end, we will be able to take further action." I talked to ***** Bank on Feb. 11 and they said that nothing is stopping this merchant from issuing me a refund. I demand my refund of $***** for an unfulfilled and canceled order.Initial Complaint
11/30/2021
- Complaint Type:
- Product Issues
- Status:
- Unanswered
**Note: I have sent 3 separate emails to this company over the course of the past week re this issue. To date, I have rec'd no response. Requesting BBB intervention. Ref attached order receipt. The following 2 lp's were pre-ordered and paid for as part of this order. They were released on 11/19/21 and have not yet been shipped. All other online retailers are shipping these albums as normal. - Horace Silver - 6 Pieces Of Silver (Blue Note Classic Vinyl Series) LP $***** - Art Blakey - The Big Beat (Blue Note Classic Vinyl Series) LP $***** The following 2 lp's were also purchased and paid for as part of this order (ref attached receipt) They are due for release on 12/10/21. Based on the lack of follow through on the 2 lp's noted above, I'm concerned that I will not receive these 2 releases timely if at all. - Reuben Wilson Love Bug (Blue Note Classic Vinyl Series) LP $***** - Introducing Kenny Cox …(Blue Note Classic Vinyl Series) LP $***** Requesting assistance in receiving a refund in the amount of $***** for these 4 lp's.Initial Complaint
10/21/2021
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Please SHIP my orders. Thank you. ********** ********** There is no way your inventory system is that messed up that you sold 20 records you don't have. So please find and ship my records. Thank you.Initial Complaint
09/10/2021
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I ordered a vinyl record from the udiscovermusic Rolling Stones store. The item arrived damaged. I emailed them about it and they said they could provide a replacement if I sent photos. I sent them photos and they in turn told me they could only offer a 10% refund. I told them that was not acceptable and they have quit responding to my emails. I just want what I ordered in non damaged condition. What horrible customer service.
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BBB Rating & Accreditation
This business is not BBB Accredited
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Customer Complaints Summary
8 total complaints in the last 3 years.
4 complaints closed in the last 12 months.