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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:01/02/2024

      Type:Delivery Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased 2 items through ******************* merch store run by UMG on 10/26/23. Its almost been ************************************************************ shipped. I did email asking about the order sometime mid November, but never got a response. The order number for this order is #***********. For the amount of money they charge, the lack of ability to contact the store as well as lack of resolution is astounding. Aside from this order, all other orders *** placed took over a month to get to me. This is a consistent issue that almost everyone who shops from this website is experiencing. Something needs to change here.

    • Initial Complaint

      Date:12/18/2023

      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.
      On 8/21/23, I purchased **** Taylors version aquamarine green edition Vinyl for preorder. I received my shipping notification on on 10/25/23, indicating the shipping label for my item was created and **** was awaiting the item. By 11/7/23, my shipping info had not updated so I reached out for an update via email and was told to allow another week for it to update. When nothing changed by 11/13/23, I requested another update and was again told to wait for it to update or the item to be delivered 11/16/23. No change by the 16th, so I reached out again, no reply. I reached out on 11/20/23 and received a response stating I should reach out to them if I had not received my package 3 or more weeks after I received my shipping information..to which I responded and again received no response. I reached out again on 11/22/23 and did not hear back until 11/27/23, this time offering a refund or reshipment (if still available). I requested a reshipment and did not get a reply. I reached out yet again on 12/4/23 and received a reply on 12/7/24 stating I should reach out AGAIN, if I dont receive my shipping information by 12/15/23. I received an email on 12/14/23 stating my issue has been escalated, despite the previous email supposedly having been sent by The Vice President of ************** I responded to that email demanding a refund because Im all the emails back and forth, not one single time were my concerns addressed or questions answered. At the time of my writing this, it is 12/18/23 and nearly 2 months since i first received my shipping information. This company appears to have lost my package, ignored my concerns, ****** me along and refused to take me seriously. I sent another message on 12/14/23 demanding a refund. Unsurprisingly, I have not received a response.

    • Initial Complaint

      Date:12/13/2023

      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.
      I sent this to UMG.Why has this order not shipped? You gave me a ***** tracking number, but the ***** tracking number ********************** shows that it is still at the shipping location.Can I please get an accurate update on my order GNR70184 UMG is failing to give an accurate response on where my package is They are being dishonest.

      Business Response

      Date: 12/15/2023

      To Whom It May ********************* are writing this letter in response to the complaint that was received on 12/13/2023 containing the ** of ********. Regarding the customers order #GNR70184, our records indicate that the cardholder filed a dispute on this order, and we are unable to apply any credits at this time. We will be happy to process a refund for this customers order if we see a change in this orders dispute status.

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


      Customer Answer

      Date: 12/18/2023

       
      Complaint: 21000862

      I am rejecting this response because:

      I will let PayPal decide on this. Asking a person to close a dispute takes away any leverage against a company from keeping their word. Which UMG does not have a good record with, at least with my transaction.

      Sincerely,

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

    • Initial Complaint

      Date:12/01/2023

      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.
      Order Number: *********** Pre-Ordered on August 21, 2023 Album release date: October 27, 2023 Shipping Label Created: October 25, 2023 *********************** ************************************************************************************ Pre-order was purchased on the first day of the first release. I have yet to receive my shipment. I have contacted customer service ************** and have only received automated replies. Telling me they are looking into it, wait a week. Again, email asked to be patient, looking into it. Again no response. Email again, auto reply wanting the order number. Which was clearly stated in the header of all other correspondence. Email again, asking address to reship, again address was clearly included in the prior emails. I am getting the run around and have heard multiple other complaints on social media. Note: I PRE-ORDERED ON AUGUST 21,2023. The first release of this variant "Aquamarine" this variant along with others were later released for pre-order and stores have also received this variant in limited supplies. Yet, I who pre-ordered during the 1st release are still waiting. I have asked to be contacted personally for resolution and have received nothing. This is unacceptable and poor service to its customers. I expect this issue to be resolved, and shipment expedited immediately.

      Business Response

      Date: 12/15/2023

      To Whom It May ********************* are writing this letter in response to the complaint that was received on 12/11/2023 containing the ** of ********. Regarding the customers order #***********, the1989 (******** Version) Aquamarine Green ******* Vinyl was reshipped to the customers address on December 15th per **** tracking:


      *****************************************************************************************.

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


    • Initial Complaint

      Date:11/06/2023

      Type:Service or Repair 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.
      *******, defamation, stalking, embezzlement.

    • Initial Complaint

      Date:11/28/2022

      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.
      UPDATE: THIS IS NOT ABOUT THE PREVIOUSLY SUBMITTED COMPLAINT, THIS IS AN ADDITIONAL COMPLAINT THAT HAS NOT BEEN RESOLVED. THIS IS NOT FOR THE **** AND ROSES RECORDS THIS IS AN ENTIRELY DIFFERENT ORDER.Placed an order with the *********************** Universal Music Group. Order Number: ORDER #************ Received shipping notification on October 20th that the item had shipped, it has been showing preshipment for over 6 weeks and I cannot get anyone to help or respond to my emails. The order totals: $356.28 it is for (8) copies of her latest release that are hand signed. I do not want a refund, these are gifts I am giving for Christmas and just want the order fulfilled ***** tracking number: ************

    • Initial Complaint

      Date:10/13/2022

      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.
      Been 11 days since I asked for a refund. The first person *** said my order had shipped. Complete with a fake *** tracking number. It's a pre order and does not ship for 20 days. Then they said I would get my refund and I waited 12 days and I am still waiting . For someone to do their job

      Business Response

      Date: 11/10/2022

      This customers order ************ was canceled and refunded on 10/13.

    • Initial Complaint

      Date:09/16/2022

      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 was charged $30 for media mail vinyl shipping. That was the only listed option. Media mail is very cheap and this business is gouging me on shipping costs and shipping varies on the same orders of things in weight and location every time I attempt to place an order. My order number is #XXXXXXXXX

      Business Response

      Date: 09/29/2022

      Business Response /* (1000, 5, 2022/09/21) */
      To Whom It May Concern,

      We are writing this letter in response to the complaint that was received on 9/18/2022 containing the ID of ********. We would like to update the customer that their shipping cost was refunded in full on 9/20/2022. Please see a record of this credit attached.

      Our shipping costs vary based on where the package will be shipped to as well as the overall weight of the package. We do not set or alter shipping costs as they are calculated by the carrier. As a courtesy to the customer, a one time exception to this was granted on September 20th.

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

    • Initial Complaint

      Date:08/29/2022

      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.
      I placed an order for $1143. I didn't receive my order and reported it to UMG. They refused to refund my money or reship the items to my current address. I do not have an alternative address. I tried to work with them and they refused. They blacklisted me from ordering anything else in future and they have done this to many fans, as discussed on ****** forums. They have many issues with lost packages, broken merchandise, poor quality etc and tend to place blame on consumers even when given photographic proof and many complaints about poor quality despite their constantly rising prices, even before Covid.

      Business Response

      Date: 09/19/2022

      Business Response /* (1000, 5, 2022/09/08) */
      To Whom It May Concern,

      We are writing this letter in response to the complaint that was received on 8/29/2022 containing the ID of ********. We would like to update the customer that their order XXXXXXXXX was refunded in full on 9/8/2022. See record of this credit attached.

      For the safety of our cardholders, purchase details may be blacklisted and future purchases blocked following third-party disputes or other potentially suspicious activity. The block on this customer's order details was lifted on 9/1/2022. There should be no issues placing future orders.

      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.

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