Universal Music GroupReviews of umusic.com

Pre-ordered a CD on Sept 24, paid in full. Confirmed ship date: Oct 16. Oct 16: I emailed asking about shipping. Automated reply: "expected to ship today!" It wasn't. Under 4 hours later a rep told me the new date was Nov 13. That was my first notice. Three messages over two days. All told me the order was coming. None said I could cancel. A concession request got a flat no. I found the cancel button myself, cancelled Oct 17, and was refunded in full. If a pre-order date slips, tell customers they can cancel. Fan since 2006. FTC report filed.

Awful - full of BS - take money, constantly change 'release' dates when album was released weeks ago - they are desperately offering to cancel - 2nd rate chancers. Avoid.

One of the worst online shopping experiences ever. I ordered a D2C exclusive vinyl and it took 2 weeks to arrive. Upon unboxing, I see there’s a noticeably big dent on the side of the vinyl. Not just a crease, but a dent that indicates that the vinyl was dropped without protection. I immediately contact their customer service and I am told that because it’s “cosmetic” damage, I am only entitled for a partial refund. No returns or exchanges allowed. This is quite frankly absurd, since the item arrived damaged, and I hadn’t even opened it. After a few back and forths, the lady I was talking to just stopped replying to my emails. Buyers beware ordering from here. In 2026, I cannot believe this level of customer service they provide.

Very disappointing and misleading experience with UMUK / Universal Music UK Store. My order contained several items that were shown as available. One album was later confirmed to be unavailable, and I was told the remaining items would be shipped separately. That shipment never happened. I was then informed that another item was also unavailable. Again, I was told the remaining items would be shipped separately — but nothing happened. Finally, on 17 September, I was told that the unavailable 34+35 7" had been fully refunded and that the remaining items would ship within 2–3 days with DHL Express. I was subsequently told that the order had shipped on 18 September. Yet today, 24 September, DHL still shows no collection or acceptance scan — only the shipment being registered. So once again, a shipping label appears to have been created, but there is no evidence that the parcel was actually handed to DHL. Multiple promises, multiple delays and contradictory information about the actual shipping status. I have kept all the emails and tracking information, so this is not speculation. Customers deserve accurate stock information and honest communication about whether an order has actually been dispatched.

I paid for next day delivery of new Sam Smith album as gift. Still no sign of delivery 3 days later. I will not order music via umg again. Poor & slow services & paying extra for no shows.

Absolutely terrible company to order from the worst firm I’ve ordered from for a long-term time

I wish I had read the reviews before buying a vinyl album from this shower. I ordered a brand new vinyl record It turned up and didn't play properly, which is odd for a brand new record, but I guess these things can happen sometimes. The issue is not that I got a faulty product, the issue is their lack of customer service when something goes wrong (which judging by the reviews happens a lot!!). So they asked for a video of the vinyl skipping which is fair enough and I sent it. They then advised me that they didn't have the colour of vinyl I ordered so couldn't replace it. I said I wasn't precious about the colour and could they send another, but they say they are unable to do that because of their system. So their internal processes are clearly more important to their so called 'management' than their customers are. I have worked in Ecommerce for years, it's not hard to send a suitable replacement upon the customers request (in this case the same record at the same price, just a different colour) and just change your stock levels so you have an audit trail. But no they refused to do that. Then I asked for a refund and they said I need to send the record back, which I thought was totally pointless as the video clearly shows it's unplayable, but whatever. I didn't have the packaging at this point so asked them to send me a vinyl box to send it back to them, again they refused, saying (and I quote) 'unfortunately we are unable to send an empty box' - they must have thousands of them and all they needed to do was post it. Bearing in mind THEY sent me a faulty product, that's not my issue! Eventually I ordered the record from a proper company, thus having a box so sent it back to them. Then after about 2 weeks I chased their refund and they totally lied to me and said it hadn't been returned! Even though I used the Royal Mail link they sent me, they claimed they were unable to track it and I had to prove I sent it. I did track it using the return number they gave me and my postcode, which they have so could have done the same (probably just couldn't be bothered). So I found on the tracking it had been delivered something like 10 days previous!! After chasing again and putting on the pressure they eventually refunded me. As I said directly to them, they are either complete liars or totally incompetent! DO NOT BUY ANYTHING FROM THIS COMPANY!!!!!!!!!!!

I ordered two albums that were advertised as "signed albums". What I received was two factory sealed unsigned albums that each contained a signed folded poster. I contacted support asking for a refund which they denied until I pointed out that they were selling them as "signed albums". After which they reluctantly agreed to a refund, with the caveat that I had to return the albums AND pay for the return shipping myself. Making me pay close to $50 in shipping costs to return products that they lied about just so I can get a refund is disgusting behaviour. I even offered to destroy the albums (and provide proof) so I would not have to pay the return shipping but they declined. All the while they kept insisting that the albums were "delivered as intended.". Avoid this company at all costs.