We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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

Find a Location

Universal Music Group Nashville has 5 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    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:01/11/2025

      Type:Delivery Issues
      Status:
      Answered
      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.
       
      Complaint: 22797666

      I am rejecting this response because: those orders are NOT mine. They keep repeating the same bot response making up out of nowhere 2 orders that i never had while resellers have thousands on ****. Shame on you horrible horrible company. 

      Sincerely,

      Gre Zar

      Business Response

      Date: 01/23/2025

      We are writing this letter in response to the complaint that was received on 1/11/2025 containing the ** of ********. Regarding the customers order #************, as stated in the product description, purchases of this item are limited to four units per associated address. Based on our records, 4 units of this product were delivered to this address as of January 20, 2025 per ***** tracking: *************************************************************.

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


    • Initial Complaint

      Date:12/05/2024

      Type:Order Issues
      Status:
      Answered
      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.

       
      Complaint: 22647260

      I am rejecting this response because:

       

      The issue is that the item is broken and it has happened to me before when it comes to a snowglobe from the ****** ***** store. I find it unfit and unfair that I have seen others receive broken snow globes as well and were allowed to keep theirs for free and I am asked to send mine back in order to receive my refund when I have shown sufficient evidence of the broken snow globe to UMG through photo and video of myself in it. The snow globes are out of stock and I am able to fix it myself, I am requesting once again a refund or a partial refund of an item that your inspection team should have flagged before ever sending it to me. 

      Sincerely,

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

      Business Response

      Date: 12/17/2024

      We are writing this letter in response to the complaint that was received on 12/6/2024 containing the ** of ********. Regarding the customers order #************, we have initiated a return process for this order with the customer and are awaiting notice of receipt from our warehouse. If the customer has proof of delivery to our warehouse, they can contact ************************* with any further information. A full refund will be processed upon confirmation of this return.

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


    • Initial Complaint

      Date:11/28/2024

      Type:Product Issues
      Status:
      Answered
      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.

       
      Complaint: 22616009

      I am rejecting this response due to the fact I am in ****** and I do NOT have the money to send back the item for a refund or replacement. I am broke as it is the Christmas season and also our postal service has been on strike there as to using another courier is not in my budget. They will not allow me to return the item without purchasing a return label (again with the money I DO NOT HAVE). All I am asking is for a refund of the damaged item I received. I have talked to MANY other customers about this situation and they have stated that they did not have to return any item to get a refund back. Why all of sudden they can make the acceptance on some customers (especially in the ************* but not in ******)??? This is completely unacceptable and all I am asking is for a refund. Im done buying from any UMG COMPANY as they do not take ANY ACCOUNTABILITY on quality control nor helping customers. They leave them high and dry for weeks on end wanting a response. Also who can trust a word they say anymore after the fiasco from last year holiday drop. They again do not care about the ****** ***** Fans and all they do is take peoples money and run! This is completely unacceptable and I will NOT tolerate any of this! I DEMAND my money back! I have given every single proof what else do you want from a poor, broke person?? I cant even buy Christmas gifts, let alone pay bills. I AM NOT PAYING TO SHIP SOMETHING BACK THAT UMG SCREWED UP IN THE FIRST PLACE. Make it right! Whats the saying Customer is always right? Ummm hmm goes to show that they are trying to ***** customers and just run with peoples money! I want my money back! Again Im done with *** STORES and not be buying anything from their online stores ever again! 


      Sincerely,
      ****** *******

      motional stress and the fact how unfair this is to a customer that this is happening. I **** ****** goes somewhere's else as I have been a fan for 18 years and this is the final straw from ***. I will not be tolerated this kind of behaviour from a company that takes full advantage of customers.I hope you can fix this and get this straighten out.

      Business Response

      Date: 12/17/2024

      We are writing this letter in response to the complaint that was received on 11/28/2024 containing the ** of ********. Regarding the customers order #************, our return policy requires all customers to return items they received damaged. The customer may initiate their return using Loop, our self-service portal here: **********************************. If they have any other questions regarding this order, they can contact **************************************.

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


      Business Response

      Date: 01/02/2025

      We are writing this letter in response to the complaint that was received on 12/21/2024 containing the ** of ********. Regarding the customers order #************, we have received no communication from this customer regarding a return of this order. Our return policy requires all customers to return items they received damaged. The customer may initiate their return using Loop, our self-service portal here: **********************************. If they have any other questions regarding this order, they can contact **************************************.

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

      Customer Answer

      Date: 01/03/2025

       
      Complaint: 22616009

      I am rejecting this response because:

      They never responded to my email request after replying on Nov 27th, 2024 (shown in screenshots). I did contact them and they never returned my email. So the company/customer service is lying and not listening to the customer request. I will continually deny the request they come back with until a change has been made and I get my refund. They are not wanting to help nor give any type of compensation of the item THEY sent to me that was damaged. Again I will repeat what I have been stating from the very beginning of all this. I am IN ****** NOT IN THE ***. I do NOT have the FUNDS to return an item TO THE STATES (that the company broke while making it nor looked for quality control) as I am broke. Why should customers send back an item that came damaged and pay out of pocket just because THE COMPANY IS AT FAULT FOR THE DAMAGE? That is not fair to the consumer. The customer support team has yet to respond to my email and still waiting on a reply from Nov 27th, 2024. I want A REFUND that is all I am asking at this point. This was a present from my partner and now we have to hide it in the back of our shelf because it looks ugly to look at with damage on the front of it. I have stated before I will not be ordering from the *** ****** ***** Store since they do not care to handle any item properly/do quality checks and also the customer service team is really poorly managed. 

      Sincerely,

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

       

    • Initial Complaint

      Date:11/16/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.

       
      Complaint: 22565747

      I am rejecting this response because:

      I am questioning if the business even read or considered my complaint. It read like an automated response. What particularly tipped me off that this response was not thoughtfully considered for my complaint was them saying they will initiate a return once the damage has been verified. If they read my complaint they would know my issue is not damage but rather deceptive business practices by the item description being changed from embroidered to printed once they began shipping the item.  

       


      Sincerely,

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

      d me how I could return this item which I find completely unacceptable in the face of these unethical business practices. The supporting documents will show the discrepancy in listing as of today (11/16) and the initial release of the item (11/13) as well as the customer service response to my inquiry about a refund. I feel strongly that in the light of scammy business practices I should not have to return this item.

      Business Response

      Date: 11/18/2024

      We are writing this letter in response to the complaint that was received on 11/16/2024 containing the ** of ********. Regarding this customers order #************, the customer is welcome to initiate a return online at our self service portal: *******************************.

      Once the claim has been completed the customer will be provided with return instructions and their resolution will be finalized once the damage has been verified. We advise the customer obtains a receipt when dropping off their return at ***. This helps ensure a speedy resolution should the return experience any shipping delays.

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

    • Initial Complaint

      Date:09/10/2024

      Type:Billing Issues
      Status:
      Answered
      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 order 4 items on October 14th 2023 from Universal Music Group. After ordering, I received an email that one item "1989 (Taylors Version) physical music" expected to ship on October 27, 2023. I reached out via email on December 4th, 2023 as no items in my order had been shipped and I had purchased the items as Christmas gifts. Three items shipped and were received the fourth "1989 (Taylors Version) physical music" was never received. Tracking records indicate that it never left their warehouse. I have asked for a refund and/or a reshipment of "1989 (Taylors Version) physical music", however the company says that since I did not ask for a refund/reshipment within 30 days of a shipping label being created, they will not refund or reship the item.

      Business Response

      Date: 09/10/2024

      We are writing this letter in response to the complaint that was received on 9/10/2024 containing the ** of ********. Regarding the customers order #***********, this order was placed on October 14, 2023. Shipment of this order began on October 26, 2023, and the items were delivered between November 3, 2023 and December 29th, 2023. We require customers to contact us within ************************************************************************ concerns. Unfortunately, as it has been more than 30 days since that time, we are unable to take further action on this matter.

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


    • Initial Complaint

      Date:09/06/2024

      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 recently placed an order for the signed ******* *********, short and sweet vinyl. The website said it would come with a signed and stamped insert. Upon receiving my package, the insert I received was not correct and a mistake on their end. I emailed them with a photo of what it was supposed to look like in a photo of what mine looks like, and all they would offer is a refund for the inconvenience. In a case where I received the wrong product due to an issue on their end they should offer a return for a full refund. It is simply unfair And false advertising to knowingly send someone the wrong product and refuse to return it.

    • Initial Complaint

      Date:08/30/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      This product was advertised as signed and stamped and that was the big selling point, all for it to not be stamped at all. They are not offering refunds for the product at a sufficient value. As well I paid extra for separate shipping for the 2 items, for them to ship them together regardless, hence the 1 tracking number, and have ignored my request to refund the shipping that they scammed me out of.

      Business Response

      Date: 09/03/2024

      We are writing this letter in response to the complaint that was received on 8/31/2024 containing the ** of ********. Regarding the customers order #**********, this order was refunded in full by Route Protection on August 31, 2024. If the customer has any issues regarding this refund, they can contact Route for further assistance.

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


    • Initial Complaint

      Date:08/29/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.

       
      Complaint: 22214441

      I am rejecting this response because:

      The issue is not due to shipping. It is due to false advertisement by UMG. Items in my order arrived missing included items as previously stated and falsely advertised inserts and vinyl colors. Route is not going to cover their false advertisement of the products and those items not being included with the products ordered. 

      Sincerely,

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

      s. UMG customer service is so difficult to deal with Im sure they are counting on people just giving in and accepting what has happened. I will not. They need to be held accountable for what they have advertised to their customers. I spend hundreds of dollars on this album release to support an artist that I love and am so disappointed in how her team has executed this. When you contact them- they want to to file a claim with their shipping insurance- I dont feel that should be necessary when the issue is what UMG has failed to include in the purchase per their own listing on the website. These products need to be refunded either in full or reshipped and arrive with everything advertised.

      Business Response

      Date: 08/30/2024

      We are writing this letter in response to the complaint that was received on 8/29/2024 containing the ** of ********. Regarding the customers orders #*********** and #***********, these orders were covered by Route Package Protection. The customer can download the Route app for self-service or submit a claim via the website: *******************************;

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


      Customer Answer

      Date: 08/31/2024

      Cancel my claim. Im exhausted from dealing with this and just want to put an end to it. 

    • Initial Complaint

      Date:07/14/2024

      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.
      Dear Universal Music,This receipt is intended to bind a response for the Fowl Attitude and Re-Enactment of a Totally PHI Slander against My Gay Pride Performances ordered on The Rockit Stage. Under no circumstances should any bearing (Ringu), be formed or developed (1998) without my permission as we are currently in operation together to have ************* Exit due to the ***** Account repeating B.R.F.D.S.OR (Snow Receipt). Thank you for understanding and remember about the agreement we had with *********************, Cat Country and *********************.para l y para ****, cinco hilos de aguja, incluidas las camas

    • Initial Complaint

      Date:07/08/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
       
      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,

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

      Business Response

      Date: 07/19/2024

      We are writing this letter in response to the complaint that was received on 7/18/2024 containing the ** of ********. Regarding the customers order #**********, this order was partially refunded on July 18th, 2024 following the receipt of the customers returned item to our warehouse. See a record of this credit attached.

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


    Universal Music Group Nashville is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.