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Business Profile

Vinyl Records

InTheClouds

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Vinyl Records.

Complaints

Customer Complaints Summary

  • 9 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/07/2024

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I placed an order on 8/15/2024 and received the wrong order on 8/26/2024. I immediately notified them via their support email asking what they wanted to do about it, thinking it would be easy. I could send someone else's order that I received back with a label from intheclouds and they could send me my correct order. It has now been over 6 weeks since I notified them of the issue, and the only response I keep getting is that they are "following up with their production team." I have told them to refund me my money or send me the correct order, but they just keep delaying.

  • Initial Complaint

    Date:01/02/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a custome lathe cut vinyl in June 2023 with InTheClouds to give to my partner as a gift for our four year anniversary. This was due to be received by August 2024 for the anniversary date. The vinyl arrived and it was immediately clear that the quality of the print on the vinyl sleeve was below standard. The saturation was poor and there was a strange pink haze around all of the text. The vinyl stickers also were discoloured. I reached out to InTheClouds via email as I have purchased from them before without such poor colour quality. Their website also states clearly that if images supplied aren't of the standard that they'd expect, they will be able to reach out to customers to request another image or fix it prior to printing but this was never done. I have since had significant delay from their team including tactics such as "our production team will look at it" repeatedly delaying and them providing no resolution. They keep referring to it being up to standard but not addressing the actual issues I'm raising (saturation and odd blur around sharp text). I have provided video evidence to them and will include screenshots of this (as i cannot attach the video) as well at the attempts I have made to contact them. I just want a replacement vinyl sleeve or a refund of some of the sunk cost ($60 refund) so that I can use this money to purchase a replacement elsewhere (most custom sleeves cost approximately £40 or more if they are from another country so likely around $60). It has now been 6 months since the order was placed and 4 since I was supposed to gift it to my partner but I have had no resolution from the company and they are no longer responding to my messages at all.

  • Initial Complaint

    Date:11/08/2023

    Type:Order Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Paid for a custom vinyl record and jacket. Paid extra for confirmation of product before shipping. No confirmation before shipping and product arrived and was incorrect. 5 months later company has not corrected the order and sent the product I paid for. They refuse to answer questions about refund and delete any social media requests I make. I was very understanding given it is a small business but they are clearly ignoring my order at this point and refuse to provide a refund given they cannot complete my order.
    I have extensive emails back and forth for 4 months and can provide if needed.

InTheClouds is NOT a BBB Accredited Business.

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