Business Profile

Music Distribution Companies

Universal Music Group Nashville

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This business has 1 alert

Pattern of Complaints

Complaints

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

Customer Complaints Summary

121 total complaints in the last 3 years.
39 complaints 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.

Initial Complaint
Date:01/14/2025
Type:Delivery 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.
During a series of merchandise pre-order drops for ****** ******* Lover Live From ***** vinyl, I was able to purchase one set of vinyls on January 8, 2025. Soon after my purchase, I got an order confirmation email, confirming my order. After my order, there was at least one more release of vinyl inventory that was stocked on the Official ****** ***** Merchandise Store (managed by Universal Music Group aka UMG), which I did not participate in, as I already was able to secure a confirmed order. A couple days later, I started to see ******** and Instagram posts with hundreds of people saying their orders had been canceled. I was initially not worried, since I received a confirmation email and no cancelation email. Another day went by, and I continued to see even more people say their orders were canceled without notice, so I went to the site on January 12, 2025 and checked my order. To my surprise, my order had been canceled on January 11, 2025 without notice. I did not receive any notification or explanation from *** that this had happened. I immediately contacted their support for help and immediately received an automated email saying the limit for order was 4 units. This does not apply to me, as I only ordered one. I responded to that email saying as such and have not received a response in almost 2 days. Their promised turnaround time is 24 hours, which has been surpassed. I would like an explanation of what happened and truthfully think *** needs to honor my sale, as this is a pre-order and not a sale of what is in stock. It is very disheartening to see hundreds, if not thousands, of other people dealing with the same issue with UMG while scalpers have hundreds already for sale on resale sites for much more than face value. On top of all of this, people that ordered after me have not gotten cancelations. *** should be refunding the most recent sales, not random sales from all the different inventory drops.
Customer Answer
Date: 01/14/2025
On January 14, 2025, hours after my submission to BBB, Universal Music Group responded with information that my shipping address was incorrect. I responded with the same shipping address I provided at initial checkout, as it is the same address I've used for all other orders from this store. Although I am happy they seem to be rectifying the issue, I believe this was not truthfully a shipping address issue.
Business Response
Date: 01/24/2025
We are writing this letter in response to the complaint that was received on 1/14/2025 containing the ** of ********. Regarding the customers order #************, the customer was provided an invoice on January 15, 2025 to complete their purchase, which was completed the same day generating order #************. This order was shipped and delivered as of January 18, 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

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:01/14/2025
Type:Delivery 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.
I placed an order on their website for one vinyl. They cancelled my order; without notification and said I ordered over the qty limit or 4. I only ordered one vinyl - my order should not have been canceled - now they wont respond to emails and you cant call them, no support number.
Business Response
Date: 01/24/2025
We are writing this letter in response to the complaint that was received on 1/14/2025 containing the ** of ********. Regarding the customers order #************, the customer received an invoice on January 17, 2025 to complete their purchase, but it remains unpaid at this time. If the customer wishes to still receive this item, the deadline to complete the purchase is January 28, 2025.
If you have any questions or concerns regarding this information, please do not hesitate to contact us.

Customer Answer
Date: 01/24/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is okay to me. Granted, they never addressed why my order was cancelled in the first place, nor did they send an email saying it was cancelled - I would like for them to address it. You can't cancel orders and not notify the buyer.

Sincerely,

******** ******
Customer Answer
Date: 01/24/2025
Can you please go after them for not sending cancellation notices. I had to find out through a third party app it was cancelled. To this day I never got an email stating it was cancelled.
Initial Complaint
Date:01/13/2025
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 ****** ***** Lover: Live from ***** vinyl on 1/7/2025 and paid through ******* as I have numerous times in the past. I received a confirmation email at 4:26 pm on 1/7/2025 that I was charged and when my item would be shipping. I then receive a notification through ******* that my order was cancelled and I would be refunded on 1/11/2025. As of 6:05pm on 1/13/2025 I have yet to receive any notification from *** or the merch store about my order status or a cancellation. It is stated in the terms and conditions from when I placed my order that I would receive an email if it was cancelled. I also followed all guidelines regarding billing, shipping, and quantity per household by only ordering 1 vinyl. I would like to know why my order was cancelled without any notification or reasoning, and would like my order to be reprocessed to receive my item.
Business Response
Date: 01/24/2025
We are writing this letter in response to the complaint that was received on 1/14/2025 containing the ** of ********. Regarding the customers order #************, the customer was provided an invoice on January 15, 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.
Initial Complaint
Date:01/13/2025
Type:Order 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.
Date of transaction: 01/08/2025 Charge amount: $51.26 Item: ****** ***** Lover Live from Paris Vinyl albums. Nature of dispute: Oversold and cancelled almost ******* peoples orders on a product that was promised. Many peoples orders, mine included, were cancelled but people who purchased the Vinyl after me had the item delivered before they even received an update that it was shipping. *** messed something up Logistically! Did business try and resolve problem?: NO! I am being ignored when I contact their service email! Many other people report being ignored over this. Does it involve advertising?: Yes, I was pushed ads for this product drop that's why I went to purchase it. We were never even notified that the orders were cancelled! We STILL haven't been notified! and *** is straight up not responding to anyone's emails. They need to be held accountable!
Business Response
Date: 01/24/2025
We are writing this letter in response to the complaint that was received on 1/13/2025 containing the ** of ********. Regarding the customers order #************, the customer was provided an invoice on January 15, 2025 to complete their purchase, which was completed the same day generating order #************. This order was shipped and delivered as of January 18, 2025 per ***** tracking: *************************************************************.
If you have any questions or concerns regarding this information, please do not hesitate to contact us.
Initial Complaint
Date:01/13/2025
Type:Delivery 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.
I ordered the Lover Live From ***** repressing off of the ****** ***** Store. I placed the order on 1/8/2025 (a Wednesday) and I received confirmation of my order the next day after correcting an incorrect email address with a *** representative (******). On Sunday, 1/12/2025, I checked on my order since I had seen other people start receiving their orders only to find out that mine had been cancelled on Saturday, 1/11/2025 and a refund processing. Upon discovering this, I promptly emailed ******, whom I had spoken to only a few days prior, and have yet to receive a response. I have also emailed ************************* with no response yet. I followed all directions, only ordered one vinyl (with the max being 4), one time. My order should not have been cancelled, as I stayed within all guidelines that *** requested. I request my order to be reinstated and to be shipped promptly, as per my original order.
Business Response
Date: 01/24/2025
We are writing this letter in response to the complaint that was received on 1/13/2025 containing the ** of ********. Regarding the customers order #************, the customer was provided an invoice on January 15, 2025 to complete their purchase, which was completed the same day generating order #************. This order was shipped and delivered as of January 20, 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

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:01/13/2025
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.
Hi,*** cancelled hundreds of orders and mine was one of them. They are very difficult to reach and find a resolution (no phone support and no response to emails). When items get damaged in transit, they are unresponsive. I have emailed them evidence of proof of damage with 0 response and 0 refund even with a willingness to return the damaged item. There is no care for consumer welfare with ***.
Business Response
Date: 01/24/2025
Hi there,
Thank you for your message. To help us assist you, can you provide an order number pertaining to this issue?
Customer Answer
Date: 01/24/2025

Complaint: 22803969

I am rejecting this response because:

I did not receive a response

Sincerely,

****** Churri
Customer Answer
Date: 01/27/2025
131089394432, 24632896931, and two others. Im seeing youre honoring and evening sending multiples for people but not honoring my order.
Business Response
Date: 01/29/2025
We are writing this letter in response to the complaint that was received on 1/13/2025 containing the ** of ********. Regarding the customer's order #************ the customer was provided an invoice for order number #************ January 23, 2025 to complete their purchase, which was completed the same day generating order #************. This order was shipped on January 25, 2025 per ***** tracking: *************************************************************. At this time, additional purchases are not available, and further access to additional units will not be granted. Regarding order number #***********, this order was refunded in full on February 20, 2024. 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: 01/29/2025

Complaint: 22803969

I am rejecting this response because:
UMG unfairly and arbitrarily canceled my order

Sincerely,

****** Churri
Customer Answer
Date: 01/30/2025
UMG told me I couldnt get more than four of one item (only gave me one) yet many people got dozens. I believe this is discrimination.
Customer Answer
Date: 01/30/2025
*** said I couldnt have more than four (I got one) but people got dozens. This is discrimination
Customer Answer
Date: 01/30/2025
*** said I couldnt have more than four (I got one) but people got dozens. This is discrimination
Initial Complaint
Date:01/13/2025
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 an order from the *****************************, run by Universal Music Group, for the Lover Life From ***** vinyl on January 8, 2025, at 12:08pm EST. I received an order confirmation at that time, which I will attach in an image. This order was placed during a restock of the item of interest. This was the second restock of the item, and there was another restock the next day, Jan 9th, as well as the day after, Jan 10th. This implies sufficient stock supply of the item. I received no notification that my order was cancelled, I only realized when I checked my bank statement and saw I was refunded. When I reached out to inquire as to why my order was cancelled, I only received an automated reply stating that it was cancelled because orders were limited to four units per customer. I did not break these restrictions, as I placed one order for one unit to a US address and with a US billing address. While I received a refund, Im extremely disappointed and frustrated that I received no notification of my order being cancelled and no real, reasonable explanation as to why it was cancelled, especially given I did not break the rules and the restocks after my order placement mean the stock should have been plentiful. I want an explanation and my order to be re-confirmed and the product shipped to me. I am not the only one who encountered this issue either.
Business Response
Date: 01/23/2025
We are writing this letter in response to the complaint that was received on 1/13/2025 containing the ** of ********. Regarding the customers order #************, the customer was provided an invoice on January 15, 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.
Initial Complaint
Date:01/13/2025
Type:Delivery 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.
My order was canceled without any explanation and after I sent an email I got a reply stating orders that contain more than 4 items were canceled. I only ordered 1 vinyl and 1 vinyl only. I just want my product and that's it.
Customer Answer
Date: 01/14/2025
People on **** were sold 60 to over 100 of these. Why were they allowed to buy all these??? Yes I was declined for ordering only 1. This is devastating. Help me please!!
Customer Answer
Date: 01/15/2025
They sent me this email yesterday, and hundreds of people have gotten invoices to re purchase the item. I haven't gotten anything. It's like they totally ignored my emails. I sent them my address and everything. I'm actually getting sick over this. I haven't eaten or anything cause I just want this nightmare to end. It's not fair other people got the option to rebuy the item.
Customer Answer
Date: 01/16/2025
Resolved please close. Thank you so much.
Customer Answer
Date: 01/16/2025
Resolved. Please close.
Initial Complaint
Date:01/12/2025
Type:Service or Repair 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.
I placed an order for the lover live from ***** vinyl on 1/8/2025. My ordered was confirmed and paid for. On 1/11/2025 I got a refund for over payment on shipping. The next day my vinyl was completely cancelled. No email, or any type of notification. I would like to add I only ordered ONE vinyl and the address on my card matches my home address. I reached out to customer service and this was the response I got. Hi Alexus, I understand your frustration regarding the cancellation of your order. As previously mentioned, this item is limited to a total of 4 units per customer. Our system automatically cancels orders that exceed the maximum allowed quantity. In some cases, this may result in all orders being canceled if multiple transactions are detected under the same address or account. I apologize for any inconvenience this has caused. Unfortunately, due to this policy, we are unable to assist further. If you have additional questions, feel free to reach out. Thank you for your understanding and support,******* + uMusic Customer CareSo Im confused on how my order was cancelled when I ordered ONE vinyl and it shows that in my order. I was basically told they cant help me. Completely unprofessional.
Business Response
Date: 01/23/2025
We are writing this letter in response to the complaint that was received on 1/13/2025 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 20, 2025 per ***** tracking: *************************************************************.
If you have any questions or concerns regarding this information, please do not hesitate to contact us.

Customer Answer
Date: 01/23/2025

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:01/12/2025
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.
Ordered product from website when they in fact did not have enough product to sell. 4 days after ordering they cancelled my order without any explanation. I have emailed the company with no response
Business Response
Date: 01/23/2025
We are writing this letter in response to the complaint that was received on 1/12/2025 containing the ** of ********. Regarding the customers order #************, the customer was provided an invoice on January 15, 2025 to complete their purchase, which was completed the same day generating order #************. This order was shipped and delivered as of January 18, 2025 per ***** tracking: *************************************************************.
If you have any questions or concerns regarding this information, please do not hesitate to contact us.

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This business has 1 alert

Complaints

Customer Complaints Summary

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Universal Music Group Nashville is NOT a BBB Accredited Business.