Complaints

This profile includes complaints for Universal Music Group Nashville's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Universal Music Group Nashville

  222 2nd Ave S Nashville, TN 37201-2366

• 

  Universal Music Group Nashville

  3322 West End Avenue 11th Floor Nashville, TN 37203

• 

  Universal Music Group Nashville

  54 Music Sq E # 200 Nashville, TN 37203-4315

• 

  Universal Music Group Nashville

  66 Music Square West Nashville, TN 37203

• 

  Universal Music Group Nashville

  401 Commerce Street, Suite 1100 Nashville, TN 37219

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.

• Initial Complaint

  Date:06/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  In 2020 I purchased 2 signed albums from the official *** ***** funeral album and thought everything was fine because it's the official *** ***** store. I go to a card show in ****** to get the cds authenticated by a reputable authentication company **** And turns out both signatures were not authentic. I emailed them year after year and they kept giving me the same story, it's outside the window of purchase. Committing fraud and selling fake autographs shouldn't be allowed period nevermind the window. Continuously lying and I guarantee the new signatures are probably fake too. I paid 10 dollars per cd to authenticate them as well only to find out they were fake!

  Business Response

  Date: 06/16/2025

  We are writing this letter in response to the complaint that was received on 6/15/2025 containing the ID of 23471151. Regarding the customer’s order #WAYNE31612, based on our records, this order was placed on February 5, 2020. Per our policy, in order to take action on an order, we must be contacted within 60 days of the delivery date. Based on our records, this order was delivered on March 27, 2020 and the first date of contact regarding this order was on November 7, 2023. We sincerely apologize for any upset or inconvenience this may cause. 

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

  
  

  Customer Answer

  Date: 06/16/2025

   
  
  Complaint: 23471151
  
  
  
  I am rejecting this response because:
  
  You all sold fraudulent signed albums as authentic and expect people to just go grade them in 60 day time frame to find out? No i was a fan my entire life and wanted to frame the cd with proper authentication only to find out I got duped. Your policy is disgusting and statue of limitations is 5 years for this crime.
  
  Sincerely,
  
  
  
  John Quirrenbach

• Initial Complaint

  Date:05/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  uMusic, DBA Epic Rights, reneged on resolution offered in writing regarding damaged product received which cannot be replaced. uMusic packaged my ordera limited edition, exclusive, premium item ($99.99 collectible vinyl album)in a standard box without any padding or protection and shipped it via ****** who mishandled the package and damaged the product. The high-demand item had sold out, naturally, long before my order even shipped, and uMusic had no contingency plan or inventory reserved for damaged shipments. Upon my first contact, their offered resolution was my choice of a full refund of the item, or a replacement item of equal or lesser value. I chose the latter and selected the standard edition of the same anniversary album. ************* began processing a replacement order, but made an error and selected a different album. I promptly responded with clarification, but my response reached a different representative who then revoked the original resolution, stating that all that would be offered is a 15% refund on the original item. I replied again with my dissatisfaction and requested escalation of the matter, ultimately hearing back from a third representative who doubled-down and insisted a $15 refund was all they would provide despite documented alternatives by their associate in the same email exchange thread.

  Business Response

  Date: 06/16/2025

  We are writing this letter in response to the complaint that was received on 5/24/2025 containing the ID of 23372092. Regarding the customer’s order #BRIT15591, the originally purchased item was out of stock, and we were unable to offer a replacement. As a result, a one-time courtesy refund of $15.00 was offered to the customer on May 21, 2025. 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 Answer

  Date: 06/16/2025

   
  
  Complaint: 23372092
  
  
  
  I am rejecting this response because no new information was provided and no alternate resolution was provided. I am still without the item in new, undamaged condition. To find a replacement on a site like eBay, I would need to pay a reseller $230+ for the item which originally cost me $100.

  I am disappointed by the lack of service I have received from a company I have given thousands to. I will hesitate to purchase from their official stores in the future, even including exclusives, which aren’t worth collecting if they arrive damaged and non-replaceable.

  
  
  
  Sincerely,
  
  
  
  Andy Lawrence

• Initial Complaint

  Date:05/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 ordered a 2 disc ***** through the **** ***** merch store. It was delivered on March 9th, 2025. I was not able to listen to it until Tuesday, May 6th. Upon listening, I realized that they sent me two of the first disc, and did not include the second disc. Therefore, the product is not complete and usable for its intended purpose. They are refusing to fix the issue because they say that they have a 30 day return window, but this would not fall within that policy as the order was not fulfilled completely. I am just seeking a replacement (even of half of the product). They have it in stock.

  Business Response

  Date: 05/27/2025

  We are writing this letter in response to the complaint that was received on 5/18/2025 containing the ** of ********. Regarding the customers order #********, per policy, customers are required to contact us within 30 days of the delivery date of their order. Our records show this order was delivered on March 9, 2025 per ***** tracking: *************************************************************. As a one-time courtesy, the customer was offered a 20% discount toward a future purchase, but the customer declined to respond to the offer. You may view our order policy here: *********************************************.

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

  
  

• Initial Complaint

  Date:04/25/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 during The Weeknds After Hours merchandise drop in April 2020. I received a shipment notification via *****, but the package was never delivered. I contacted the merch team multiple times over the years, but I was either ignored or told nothing could be done. I recently reached out again and was told I didnt contact them within 30 days of the last tracking update, so they refused to resolve it.I have proof of the shipment confirmation and attempted communication. The issue is not due to my delay, but due to a lack of clear customer service and follow-up on their end. I paid for a product that I never received, and despite multiple attempts to fix it, Ive been left with no resolution. I am asking for either a store credit or for the item to be resent. It has been five years, and this is extremely disappointing.

  Business Response

  Date: 04/28/2025

  We are writing this letter in response to the complaint that was received on 04/28/2025 containing the ** of ********. Regarding the customers order #**********, this order was shipped on April 5, 2020. Unfortunately, per our policy, in order to take action on an order, we must be contacted within 30 days of the shipment. You may view our policy here: ************************************. See a record of shipment notification below.

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

  
  

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23251391
  
  I am rejecting this response because:
  

  Thank you for the response. However, Im disappointed that it simply repeats the same policy without addressing the real issue:
  I did contact their team shortly after the shipment on June 10, 2020, about 2 months after shipping. But I was never informed about the 30-day policy in that conversation. I was just sent a vague international shipping timeline, with no clear warning that I needed to act within a specific window.
  
  
  Because their team failed to communicate that policy when I reached out early, I was left without a chance to resolve the issue properly. This wasnt negligence on my part, it was a failure in customer support and transparency.
  
  
  Im simply asking for what I paid for or a fair refund or store credit of any sort. I hope the company can reconsider based on the facts, not just default policy.

  
  Sincerely,
  
  Yara Abunar

   

• Initial Complaint

  Date:04/08/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  still not a proper solution nor any response from the director or manager of ariana ****** This really shows you don't care Below is the previous email for your information, and better to understand what you have put my in through, like my time for waiting and the hope are nothing, and my opinion as well:I am extremely disappointed by the outcome. Please escalate to a manager. This is disappointing me.This is unacceptable. Your team is the one who told me to reach out Route for reship, and now are you trying to do trick on me? Your mistaken consequence is not my responsibility. Reship the order. I can wait for the next stock availability or reserve future stock for me.Others fan can have reshipment, while I cannot have it and you told me cuz of out of stock!? so why Others fan can have reship? That's a biggest lie to your customers. The responsibility is on you and I only want my signed cd.The core issue is not about receiving a refund its that I never asked for one in the first place. I waited nearly a month for this order, and your team initially agreed to proceed with a replacement. Yet without any notice or communication, Route suddenly issue a refund instead. This is not the resolution I agreed to or ********** that the order has been refunded, you're telling me there's nothing more you can do, but this is a direct result of miscommunication between your store and Route, not any action on my part. Why should I bear the consequences of that?I understand that the item may restock in the future, but that doesnt guarantee Ill be able to get it, especially since it's a limited signed edition. The time and expectation I invested in this order cannot simply be compensated with a refund. I feel let down as a customer who genuinely wanted to support *** and own this special item.I request you escalate this matter and explore any possible solution of reship. I believe my experience and time deserve proper respect and follow-up.Replacement only

  Business Response

  Date: 04/10/2025

  We are writing this letter in response to the complaint that was received on 4/9/2025 containing the ** of ********. Regarding the customers order #**********, this order was refunded in full by Route Protection on April 2nd, 2025. See a record of this credit attached.

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

  
  

• Initial Complaint

  Date:03/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 ordered an Item on the 28th of February. I then paid $20.44 to have it shipped in 2 days. with the weekend that puts the arrival date on 3/5/25. I then get a notification saying it wasn't even going to be shipped until the 7th of March. I put it a support ticket with *** and provided them with my billing address, the order # and my credit card number. They then apologized and said they would be refunding the $20.44. I then get an email that says in order to process a refund I need to provide a different email address. I said the refund has already be resolved. In retaliation, they came back and said that I needed to disregard all other emails and that they are not going to issue the refund. This was a scam from the beginning and then a retaliation for no reason.

  Business Response

  Date: 03/10/2025

  We are writing this letter in response to the complaint that was received on 3/4/2025 containing the ** of ********. Regarding the customers order #*********, this order was a pre-order item expected to ship on March 7, 2025. This order was shipped on March 5, 2025 and was delivered on March 7, 2025 per *** tracking: ******************************************************************. Since this item was on pre-order, the expedited shipping that was selected only applies once the item is in stock and ready to ship. See the attached image of pre-order date listed in the product description at the time of purchase.

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

  
  

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 23018992
  
  I am rejecting this response because: That was not shown at the time of purchase nor was it stated through the checkout process. This also doesn't explain why I was told I was right and would be getting a refund and then having that withdrawn in retaliation. They are trying to trickly cover their tracks by adding fake screenshots to what was being offered during checkout. Show the wording and pricing during the shipping section of checkout.  
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:02/20/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  On 12/5/24 I placed an order for the ****** ***** Christmas Tree Shop Tea Towels (herein referenced as ** towels). On 12/19 I was processing a return with *** for a separate item, when I wrongfully sent back the ** Towels. I informed *** right away who confirmed on 12/23 that they had marked the ** Towel package as return to sender, and I was able to track the package. Looking back at the tracking information, I found when it arrived at the warehouse on 12/23 the tracking showed Delivery was refused. The following day on 12/24 the tracking showed Signature was obtained and eventually delivered successfully meaning *** accepted the delivery even though it was marked as return to sender. On 12/19 I reached out to *** to explain what happened, making them aware of the package so that it could be sent back to me, and requested a new return label for the correct return. They sent me a new return label for the correct item. On 12/29 they processed the correct item for return, but I had not heard about the ** Towels, so I checked the tracking information. On 12/30 they responded and said they would review. Between 1/4 - 1/12 they said they were looking into it. On 1/24 they said they could not assist me and attempted to dismiss me completely. I said that was unacceptable and requested the issue be escalated. On 1/26 a manager acknowledged the ********* was wrongly returned. They said they worked with the fulfillment center (no proof was shown to me) and could not locate the item so they could not return it to me. They acknowledged that the return had been accepted by the fulfillment center, even though the item could not be found. That same day I mentioned that this rectification was unacceptable. I asked for my issue to be escalated higher. Since 1/6 I have not heard from *** or have received a follow up. I reached out on 2/9, 2/17, and 2/20 demanding a refund for the item that was returned, and *** is choosing to ignore that they have stolen money from me.

  Business Response

  Date: 03/05/2025

  We are writing this letter in response to the complaint that was received on 2/20/2025 containing the ** of ********. Regarding the customers order #************, this order was refunded in full on March 5, 2025. 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 Answer

  Date: 03/05/2025

   
  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

  Date:01/20/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  On Jan 7 2025, I ordered 2 copies of Lover Live from ***** immediately when it was listed. Several days later, late on Jan 11, my order was cancelled with no notification from the business. I only found out because thousands of others posted they noticed theirs were cancelled so I checked my order status and saw it was also cancelled. I emailed *** immediately and was given the run around telling me I could not order more than 4 copies, which I repeatedly told them I did not. After several days of silence, they finally offered me an opportunity to purchase ONE copy of the vinyl (I had ordered TWO). They made up an excuse about an issue with my address which was not true because Ive used the same address to order other times from them with no issue and its saved on my profile. I was able to place an order for a new one once they verified my address, which was the exact same as the original order. I keep telling them I ordered two vinyls and need to order one more. I am continuing to get the run around from them. I would like an invoice for the 2nd vinyl I am rightly due. On a side note; I received the one vinyl they allowed me to order which came slightly damaged and I am too afraid to return it (due to high demand of this item) and not receive a replacement or receive a worse damaged one. I do not trust this company and just want what I ordered (TWO lover live from Paris vinyls).

  Business Response

  Date: 01/24/2025

  We are writing this letter in response to the complaint that was received on 1/20/2025 containing the ** of ********. Regarding the customers order #************, the customer was provided an invoice on January 16, 2025 to complete their purchase, which was completed the same day generating order #************. This order was shipped and delivered as of January 19, 2025 per ***** tracking: *************************************************************.

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

  
  

  Customer Answer

  Date: 01/24/2025

   
  Complaint: 22834657
  
  I am rejecting this response because: *** clearly did not read my complain in full. I ordered 2 vinyls on Jan 7 and was only able to purchase 1 after *** cancelled my original order for absolutely no reason. The maximum order is 4 vinyls which I did not exceed. My address was also accurate from the beginning so there was no reason for my cancellation.
  

  This complaint was filed because I want the 2nd vinyl that I ordered. See attached screenshot of my original order of TWO vinyls. 
  
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:01/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 2 digital download orders on 1/16/2025 from *************** & did not receive my orders. I purchased twice to make sure it wasnt an error on my part and still nothing. I sent 4 different emails asking about my two orders & no one has responded even though it says someone will respond within 48 hours. I dont know how to get anyone to respond so I am asking for your help. I just want my order & a refund for the extra one.

  Business Response

  Date: 01/24/2025

  We are writing this letter in response to the complaint that was received on 1/20/2025 containing the ** of ********. Regarding the customer's orders #************ and #************, please note that, per our policy, once the customer completes a purchase of downloadable or streaming music, the sale is final, complete, and non-refundable. Under no circumstances will the portion of an order that contains digital music be refundable. The customer was provided detailed instructions via email on how to access these digital products. If the customer has any other questions or concerns regarding this purchase, they can contact ************************* for assistance. See a record of this communication attached.

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

  
  

• Initial Complaint

  Date:01/15/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Purchased the lover live from ***** from the ********** ***** store on 1/8/25 in the second of 4-5 product drops. I got notified on 1/11 through my ****** account that I was refunded, didnt even receive a cancellation notice through the *** store. Emailed promptly after I got that response through ****** asking why I was canceled. Attachments with pictures included. My friends also ordered this in the 3rd and 4th drops. Which is crazy to be when mine which was ordered before there was cancelled! They stated that it was due to the quantity I ordered, I responded back, saying that it was not because of that because I had only ordered one which was within the limits. The next email I received stated that a representative would be contacting me shortly and I didnt end up hearing back after several Follow up emails until 1/14. The email stated on 1/14 that the reason why my order was canceled, was due to shipping issues with the address. But I dont understand how that was the case because I have ordered many things when Im using the same address, and they had said quantity was the issue in the first place within the first email. They wanted us to respond back saying address to confirm so that we would be able to re-order so I did that very promptly within two minutes of receiving that email. Since then I have sent to follow up emails and I have yet to hear back with confirmation of receive of the new address as well as as an option to re-order like they said.I look forward to hearing back from a representative and having a helping hand when resolving this issue.

  Business Response

  Date: 01/24/2025

  We are writing this letter in response to the complaint that was received on 1/15/2025 containing the ** of ********. Regarding the customers order #************, the customer was provided an invoice on January 16, 2025 to complete their purchase, which was completed the same day generating order #************. This order was shipped and delivered as of January 21, 2025 per ***** tracking: *************************************************************.

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

  
  

  Customer Answer

  Date: 01/24/2025

   

  I was sending my rejection letter and kept getting this response. I have attach my rejection letter to be sent the the company. 
  Execution Timeout Expired. The timeout period elapsed prior to completion of the operation or the server is not responding. 

  Thanks! 

  ***** *******