Atrocious Customer Service & Packaging
Sound of Vinyl (SOV) accepted an order from me for 8 records (4 single LPs, 2 double). Then proceeded to pack the order into a package designed for at most 4 records. Order arrived with malformed sleeve corners and some warping to the vinyls themselves. I reported to SOV via their website and was a met with indifference and a spate of Policy recitations instead of concern. SOV refused to review their own tracking system to see about the mistakes with this fulfillment. Instead they gaslighted me and insisted that I "prove" to them by taking my time. When I sent a video (.MOV) file showing the warping, they refused to open it. Do not buy from them - they are cheap operators with no commitment to quality fidelity records or effective customer service. They retain the old cynical record-label attitudes of the 1970s, with concern primarily for their own bank accounts.
Gleebi
I’ve made 5 large orders with them and…
I’ve made 5 large orders with them and never had an issue
Darren Tooley
Stay away....!!!
Ordered 4 items. Not shipped week after week so I thought I'd see how many excuses they came up with... lots!!! Absolutely a useless company, they send pat answers for everything.. " thanks for your patience.." " sorry for the delay.." on and on. Stay away..!!!
Ken T
absolute joke of a company
absolute joke of a company. I ordered my records when they had a huge sale around the holidays.The website mentioned that orders wouldn't ship until about a week later or something. fine. my friends ordered around the same time as me and they received an email saying that their orders were being processed/shipped/etc. I had nothing come through, so I went to the website which didn't have any kind of tracking, just an email for support. I reached out from the email I placed the order from and with an order number - my response from customer service was that i needed to provide my email. weird, but fine. I provide it. then nothing. just silence. every single time i follow up its just an automated response and then someone asking me to be patient. after WEEKS of this, I started a new thread and told them that I felt that their actions were retaliatory. finally, someone responds says there was some kind of processing error, they give me a new order number, even a receipt that has my order. great - maybe i get my stuff this time. nope. a week later, they said the SAME ERROR happened. and they are reprocessing it. no new order number or receipt this time. I have to ask. they give me an order number but nothing about shipping comes through. at this point, I'm 100% comfortable saying that these people are liars. I think they just hold your money and mess you with you until you cancel. they fullfill orders at random and hide behind an email to avoid accountability. This company is absolute garbage and should not be trusted. go pay full price somewhere, don't support this company.
Joe Ambat
Horrendous Customer Service
Ordered on December 27, 2024. After 6 weeks of bullshit responses saying my order was being filled and shipping in a few days, I canceled my order. What a freaking joke!
Christopher McDaniel
Be warned!
They told me a vinyl was backordered and wouldn’t ship until about three and a half weeks from now. They said I could cancel my order if that was inconvenient. I decided to cancel because I found a less expensive copy elsewhere, but when I emailed them to cancel the order they instead shipped it out (less than an hour after I sent my email!). Then they emailed me back saying they couldn’t cancel because the package had already shipped. This is suspicious to me for a few reasons. First, if the vinyl was supposedly backordered, then how did they ship it so quickly? Second, a friend of mine also tried to cancel an order she was told was backordered and they did the same exact thing to her! They immediately “shipped” the items. Giving them three stars just because I haven’t had any other issues buying from this store, I just find this interaction awfully sketchy of them.
Katelyn
Took money zero info provided since 1/2/2025
Ordered items on Jan.2 asked twice for an update received BS email stating they are looking into it.Another site that takes your money knowing they do not actually have the item in stock. Went through the same BS with merchbar. Order number: SOV382956 - January 2, 2025Will follow up with BBB and others next.
joseph roth
DO NOT ORDER
DO NOT ORDER. I placed my order with SOV almost three weeks ago. The items were supposed to ship on 1/1/25. However, I have not received them, or even an update on shipping. But, my biggest complaint is that SOV is not responding to my inquiries. I’ve reached out multiple times and have basically been ignored. They have my money, so I’ll likely have to get the credit card charges reversed. I’m surprised that Universal Music Group is jeopardizing their reputation with such TERRIBLE customer service. Buyer beware.
Kenny Honaker
Sound of Ripoff
Placed an order when there was a sale. Had an absolutely TERRIBLE experience on their sister site, so not wanting additional stress, wanted to just cancel the order. Canceling an order before it ships is the only time a full refund is eligible. I sent the cancelation request, to which I was told they had to "look into it". For over a week. Guess what shipped in the meantime? Guess who now is being told to "contact the shipper"? All they had to do was change the status of the order from "in-progress" to "cancel" Now, unless I take time off from work (or miss dialysis) to "refuse the package" from the carrier on the day of delivery, I am stuck with product I no longer want and Universal music gets to keep my money. I don't care if the next sale is 90% off - never, ever again.
Jaymes Macdougal
Do not give them your money
I was suspect at first. Placed an order anyway. It arrived in 2 weeks so I placed 2 large follow up orders.It's been months. Half of the order was shipped. Customer Service is awful. No tracking info. No accountability. Emails read "we're sorry, we're working to solve this problem" but it's been MONTHS. Will never order from this site again.
Shane S
Horrendous Customer Support
It has been over a month since I placed my order and I have still not received my items or any update whatsoever on the status, even after inquiring twice! All I have requested is a status update, however they have replied every single time with the same automatic message saying they are looking into it. I will never deal with them again, though I have had no issues in the past. This has been unbelievably frustrating.
Paige Faucett
It's a complete waste of time trying to…
It's a complete waste of time trying to download the free digital album in sure it doesn't even exist
Gearòid McClelland
Amazing in getting the order, terrible in fulfilling it!
I have had three horrible experiences with this company (yes, I was deceived by their reward system and after the first failure, because I had spent a lot and I have many points, I just ordered again to redeem my points). In 2020, I had a large order and they sent it partially, as one or more items were pre-ordered stock. Interestingly, when they shipped the first part, they included the missed items in the shipping list too, so I even paid for the duty and customs and tax for those items in advance! But, when the pre-ordered items were in stock, they did not sent them to me. After a while, I contacted them and they said: sorry, we don't have them for you, you were not in our priority. After several emails (and each time a new person/automaton responded), they refunded me for items that I had paid for their shipping, Canadian tax and border duty. In 2023, because my points were expiring, I decided to order a couple of records and redeem the points and get rid of this company (there are numerous other stores that suggest better deals and they don't deceive you with points and hidden policies that, for instance, you should just redeem your points in one order, or you cannot use discount codes when you redeem). Again, one of the items was out of stock, so they didn't send it to me. The record was back to stock in a couple of month, but the history repeated: they didn't send it to me until it was out of stock again. So the item is still awaiting. Meaning that, I will never receive it, whereas I have already redeemed my points for its shipment from US to Canada.Nobody takes responsibility in this company. There is no way to have a reasonable conversation with them. They have idiosyncratic rules and arbitrary store policies that are disclosed only after you face problem. Take my advice: Don't even approach them. I purchase vinyl from around the world (like, Secretly Store or TTT in the US, Norman Records in UK, MoV in Eu,...) and this online store is the worst. When I think about them, I only remember this quote from Seinfeld, when in a car rental office, he said the clerk that receiving the orders is easy; everyone can do it, but what matters is fulfilling the order.
Hadi Chapardar
Order at Your Own Peril
This company is all good when everything goes smoothly and they get their money, but if you have even the slightest issue, be prepared for the worst customer service experience you will ever have.They selectively respond to issues. When I asked to cancel an order, I was told it was too late bc it was shipping. When I asked for a return label for that order....well i can't tell you what they said bc it's been 5 days with no response.I've spent a good amount of money here and have just been asking to return items i don't need.With so many options online for purchasing records, I strongly suggest you go elsewhere.
Jay Casale
Beware - two trustpilot accounts to mask their poor service
I intended to update a previous review only to find Sound of Vinyl seem to be running two Trustpilot review sites. So instead I’m posting this as a further warning to any would be buyers. Head over to the ‘other’ trustpilot account for the full view on how poor they really are….. my original post was going to just say ‘ release date now pushed back a further 3 months, that’s 6 delays in totality 5 months AVOID.P.S. Sound of Vinyl if you are reading this I’ve also reported you to Trustpilot o yeah and trading standards
Jbvalor
I’ve had a TERRIBLE experience with SOV…
I’ve had a TERRIBLE experience with SOV on several occasions but repeatedly gave them the benefit of the doubt,...until now...; my most recent and officially LAST order with SOV crossed the line. After checking on the status of an order that was released/due to be shipped on March 19th I discovered that my order was changed without my knowledge nor was I notified and was being sent an alternative replacement! WHO DOES THAT WITHOUT NOTIFYING THEIR CUSTOMER?!? After going back and forth with Tyler (worst customer service rep EVER!!) I’m apparently unable to stop shipment of an item I don’t want and NEVER ORDERED!! Customer beware and especially DO NOT PREORDER ANYTHING FROM SOV!!(By the way,...this was the 3rd time SOV fudged-up/cancelled/replaced one of my orders without letting me know!!)
Ralph Alexander
Super Legit !!!!
I've made a dozen orders from them over the past year and can honestly say they are pretty awesome. They have some really good discounts and they package their vinyl nicely. Shipping can seem slow at times but over the Holidays they hooked up free 2-day shipping on Vinyl that was already 30% off. I highly recommend them if you can't make it to your local record store cuz of Covid or just wanna stock up on some inexpensive vinyl.
Michael Sutton
I put my original order in on October…
I put my original order in on October 15th and after almost 11 days of no movement after processing my order I reached out via email to this company. They refunded and changed my order number to my original product. I was happy to see them refund me for the product I never received but now I feel like I'm right back in the same place as there's been no movement on my order after 3 days of creating the new order-Oct 25th. Also there is really bad communication customer service wise. You don't get any written response to an issue. I received an email with no note but showing a new order and a refund was taken off the record I ordered. At this point I feel a little scammed. Hopefully the record shows up at some point as it's been 2 weeks since the original order. Customer be aware that their inventory doesn't show what they really have. I honestly feel like this is a situation where they don't have the record I ordered and are waiting to get another shipment of it in to their warehouse.
Jaime
