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Business Profile

Music Distribution Companies

Universal Music Group Nashville

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Music Distribution Companies.

This business has 1 alert

Complaints

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

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Universal Music Group Nashville has 5 locations, listed below.

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    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/12/2025

      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 on 1/7/25 for 1 ****** ***** Lover Live From ***** vinyl record (along with a Fearless record) order for this is ************. On 1/8/25 I placed another order for 2 additional ****** ***** Lover Live From ***** vinyl record. The max number allowed to purchase is 4 (and I ordered 3 in total within my 2 orders). The second order that I place order #************ was entirely cancelled with an explanation that I exceed the max limit to purchase, which I did not. I would like to know what happened and I expect my order to be reinstated. Thank you.

      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 18, 2025 per ***** tracking: *************************************************************.

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


    • Initial Complaint

      Date:01/12/2025

      Type:Sales and Advertising 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 1 vinyl on 1/7/25 within 15 minutes of the first drop on ****** Swifts website. Order was then confirmed. On 1/11/25 received a email from ******, not *** letting me know I had a refund from ***. When I logged into my account on ******** site it showed my order was canceled. I sent a email to *** asking if they could fix it because I did not request a refund or cancelation. They replied with a reason being you ordered too many quantities (which I did not, only 1) and or address not in the ** (I am in the **). Then I felt disregarded because if customer service had looked at my order # they should have seen I ordered one and the previous purchases I've made I had no issues receiving. So when I sent another email letting them know, I received the same response and that is uncalled for. If the company sold more than what they had in stock, it's not my fault but at the same time be honest and don't give me a automated response. Or better yet make more vinyls, we didn't want you to give our money back to us, we wanted the product. Please do something.

      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 18, 2025 to complete their purchase, which was completed the same day generating order #************. This order was shipped on January 21, 2025 per ***** tracking: *************************************************************.

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


    • Initial Complaint

      Date:01/12/2025

      Type:Sales and Advertising 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.
      Anxiously awaited the release of Lover Live From ***** by ****** *****. Sat with my phone in my hand waiting for the website to open up for orders. Ordered the vinyl, had a personal celebration once it was ordered. No email or notification from anyone regarding the status of my order aside from the original order confirmation. Went to the website to see if it had been shipped. My order was CANCELLED with zero notification to me. Completely heartbroken. How can this company get away with this? Address was correct, credit card matched address. What kind of company does this? This is shady business with no regard for the buyer. HUGE disappointment! The seller needs to make this right!

      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 21, 2025 per ***** tracking: *************************************************************.

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


    • 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.
      I placed an order that was cancelled. I believe thoroughly after seeing all the cancellations across social media that the shop app that was used has populated incorrect billing or shipping data and caused this problem. The billing for this order should have been in ***********, ** and shipping in ********, **, and I believe the shop app has stuffed up details for thousands of customers. Because it didn't match exactly it was cancelled.This order specifically was for 2 vinyl and it was a dream come true. A group of us that live in different countries came together to enjoy the tour, and ordered this vinyl in our respective locations for the 4 of us. I'm an emergency first responder caring for my father with dementia, traveling back and forth, and I do not make the money to buy at resell prices. None of us do. I've been a fan for 18 years and never had something like this happen. Because merchandise is so hard to get, one of us will usually order for everyone if we get the chance. We're senior swifties just doing our best to get a few things when we can. I'm honestly about to give up entirely. I'm so upset. I'm humbly begging for the opportunity just to cure the order, whatever the issue. The shop app allows multiple forms of payments, billing, shipping addresses, etc. Mistakes happen for sure, but to have your most sought after item ripped away is devastating. I just want the opportunity to go through another form of payment, like ****** directly, and have the order fulfilled. I'm happy to wait as long as necessary. I've waited years for this. We all have as a group. We'll literally go to *** with cash in hand if we have to. Whatever it takes. This is devastating and I can't get through via the umgstores email for help. I'm guessing they're inundated so my emails aren't getting through. I'm truly sorry to add to that, I just don't know what else to do.Thank you kindly for any assistance as consideration ******* ****** **** & *********)

      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 #************, as stated in the product description, purchases of this item are limited to US shipping and billing addresses. Any orders containing non-US shipping and/or billing addresses were canceled and refunded.

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


      Business Response

      Date: 02/03/2025

      We are writing this letter in response to the complaint that was received on 1/13/2025 containing the ** of ********. The billing address provided by the customer for order #************ was: 
      ******* *********
      ****************************************************************************
      *********
      ***************
      As stated in the product description, purchases of this item are limited to US shipping and billing addresses. Any orders containing non-US shipping and/or billing addresses were canceled and refunded.

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


    • Initial Complaint

      Date:01/12/2025

      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.
      On January 8th, 2025 I ordered an item from Universal Music Group, a single Lover (Live From *****) Heart Shaped Vinyl.With shipping it cost $52.74 and I was given the number #************. On January the 10th I received notice that there was an error with shipping costs, and that I would be partially refunded. However on January 11th, the order was cancelled altogether. There was no warning or communication (email, message, etc.) of the arbitrary cancellation. The item had two stipulations: 1) Maximum order of four per customer 2) USA shipping and billing address. I only ordered one, with matching USA billing and shipping addresses. Upon attempting to reach out with customer service, they claimed I had ordered more than four (which I had not), I then tried to escalate the issue, to no reply. This issue of arbitrary cancellations seems be happening in mass to other customers. ******************************************************************** must resolve the issue.

      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 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:

         It is shady business practice to blame the customer for a failure of the businesses system. I used the exact same address for the original purchase and the invoice. It did not change, yet my "new" address worked. It took days to receive any response from the business, and I would strongly not recommend Universal Music Group Nashville. Despite this I have received the product reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory enough 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.
      Placed an order for the coveted product (LLFP vinyl) the very first day it was available for sale. my order was canceled four days later, with no explanation and no notification. When I inquired with the business, I was given an automated response from a bot telling me that there was a four item limit, and customers who placed orders for more than four items were had the excess units canceled. I responded and explained to them that I did not order more than four units. And I havent heard back from anybody. There is a large group of us that this has happened to, and the group is growing larger by the minute. We have been collating peoples stories, to see if we can figure out a rhyme or reason to these cancellations and so far there is none.

      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 18, 2025 per ***** tracking: *************************************************************.

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


    • Initial Complaint

      Date:01/12/2025

      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 purchased the limited edition ****** ***** Lovers in ***** vinyl in one of the few releases of it. I believe the 3rd restock. They had several after that as well. However, I was notified by my bank that my order was canceled. *** did not contact me at all with any explanation. Also others who ordered well after me are still receiving their vinyls. This has also just happened to many other others with little or no communication to them.

      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 18, 2025 per ***** tracking: *************************************************************.

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


      Customer Answer

      Date: 01/23/2025

       
      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:
      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 purchased the Lover Live from ***** records off of ****** Swifts site on 1/8, order # ************. I only ordered one of the item. On 1/11 my order was cancelled. I did not receive an email regarding this and only knew because I checked the website. I did not violate any terms of the order and do not know why it was cancelled without notice. There were other releases of the item after I purchased it, so the item was not sold out. I have ordered from her site before with no issue. I would like my item!!!

      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 18, 2025 per ***** tracking: *************************************************************.

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


      Customer Answer

      Date: 01/23/2025

       
      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: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.
      I ordered the ****** ***** Lover life from ***** vinyl on 1/08/2025. On 1/11/2025, my order was canceled without notification along with thousands of other orders from other people. Universal Music Group messed up big time on these orders and I want to know what they are going to do to fix this issue and potentially reinstate all of these orders.

      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.


    • Initial Complaint

      Date:01/12/2025

      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.
      *** has a history of cancelling orders without and reason. They leave complaints unresolved (this has happened to me on a few occasions) most recently an order of a limited edition item was cancelled and I was not notified about the change in order status via email (as they have previously done) therefore I didnt even have a chance to reorder the item if any were even still available. When I asked why they stated some orders were automatically cancelled due to suspected fraud and the account blacklisted (their own wording) and Ive heard no more on how to resolve this issue for future orders or how they intend to make it right for this order.

      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 18, 2025 to complete their purchase, which was completed the same day generating order #************. This order was shipped on January 21, 2025 per ***** tracking: *************************************************************.

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


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