uDiscover music is uDiscomforting

Oh, well, I'm only out $15, LOL. Won't be ordering from them again. Ordered on 11/6, supposed to ship on 11/9. Today is 11/20. At least they eventually responded to my email.

Hi Steve,

Thanks for reaching out to us. We're currently working on obtaining an updated shipping estimate for you. We truly apologize for any inconvenience caused by this delay.

We're looking into this and will be back in touch with an update as soon as possible!

Best,

Sam + uDiscover Music

 

****ers.

 

submit feedback directly here (hopefully they will pay attention and improve):

Survey

 

curious, did they e-mail that to you? i've placed many orders and haven't received any request to complete one.

 

yes, I got that link in an email after one of my recent support case was resolved.

 

My first bad experience with Udiscovermusic.com - I got a 3LP Rory Gallagher set. Two of the LPs are warped beyond playability. 4 days and they respond to my email requesting replacement of the same LP and they need pictures to make a decision on how to help me, so I sent them videos of the warped LPs spinning on my turntable. So now I wait again.

I have placed over 10 orders with them in the past, and never a problem. You would think something I paid $50.00 for would just have a reply... "here is a pre-paid label, send it back and we will send you another". But no - they need pictures to determine if they feel it is warped enough to replace.

Even though I had good experiences with them in the past, this is leaving a sour taste in my mouth - and may be my last Udiscovermusic.com order.

 

I had a nightmare experience with them over the Cat Stevens Mona Bone Jakon deluxe set. The LP had a defect with loud ticks for about a full minute at the opening track. It took over 4 months of emails during which they asked for pictures (for an invisible tick!), then asked me to make a sound recording, then over 3 months of "internal deliberation" on how best to solve it. They finally agreed to replace the item and sent em a shipping label. It was about 5 weeks after it was back in their hands before they actually sent me the replacement. All in all it was over a 5 month process.

I've seen some enticing deals on their site since then, but have sworn them off for good. Not going to deal with their nonsense for a few dollars savings.

 

So strange that they treat you like a "criminal" when you want a perfect product. If all I had on this Rory Gallagher 3LP set was a few ticks that went on a 1 minute I would be happy, but the vinyl is so warped that I am not even going to attempt to play it.

I am not going to jump through hoops to get a good copy from them. I will figure something out.. maybe call Universal Music Group in California to at least catch someone's ear - or just chuck the vinyl and use the download code that came with the LP set to get the music.

But I think I may be done ordering vinyl from Udiscover going forward.

 

@MikeT and others, maybe one of our own can help you guys with your warped vinyl out.

 

I appreciate your comment. It seems that Udiscover got back to me and offered to ship me another copy or give me a refund. I told them to send me another copy. So far they haven't messaged back if they will require me to send back the warped copy.

 

Thanks Mike, and I hope it all plays out well for you.

 

I wasn't thrilled with uDiscover's delay and lack of communication regarding shipping my ATMP SDE box. "We'll send you an email when your item has shipped". Nope.

One and done for me.

 

Yeah, me too! On a Rory Gallagher record. But during the opening of Lady D'Arbanville is another story!

 

I am a pop music fan who is into merch and physical releases from some of my favorite big-name artists. A lot of these artists are under Universal (UMG)-owned labels. Having placed dozens of orders via UMG-owned artists' sites through the years, I can tell you that their business model is the absolute worst.

For starters - their estimated ship times essentially mean nothing, especially with pre-orders. I placed a relatively big order back in December that was supposed to ship in March. Throughout the spring and summer one product in my order kept encountering "production delays", and I finally got my order in August. Yes, eight months after I placed the order. I fully expected this since this isn't my first rodeo with UMG, but that doesn't make it any less annoying.

Point blank, they do not care about their customers. If you want the cheapest shipping option, you are forced to select the option that makes you wait until all items in your order are available - otherwise you'll pay double (or triple or more) to have each item shipped as it becomes available. Understandable, but it's frustrating that they refuse to accommodate and ship separately when there are huge "unexpected" delays. If you have some free time, Google "UMG better business bureau". It's quite laughable.

 

Kudos to Udiscovermusic.com - I sent them videos of the warped LPs and they sent me another copy of the 3LP set, that arrived today in 2 days since it was shipped. They do not want the defective copy back - and I can see why - it really is in unplayable condition.

I just opened the LPs and they look flat, so when I play them later I will know if they are 100% or not.

 

I received an album last week that had seam splitting at the top of the cover. Sent photos on the front end and just asked for an exchange. Got an email back and was told I could have a 10% refund. Then of course, I ask just to return for a full refund since the $2.00 refund really doesn’t help me out too much. Get a reply that they will not exchange or return, it’s the 10% refund or nothing.
I did a google search and apparently this might be a new practice of theirs as someone was complaining on the BBB website encountered the same problem with a damaged Stones box set.

 

that's unfortunate! did you try to press them further? even my worst experience with them was better than this.

 

We went back and forth a few times. I probably would have pressed more had it been a more expensive album or box set. I had returned a few things before and never ran into any problems. Not sure if this is something new they are trying out.

 

i sure hope it isn't. their own published return policy seems more reasonable than this.

 

I've placed three orders with uDiscover in the last few months. The first was for a single vinyl LP which arrived with a bad corner bend due to flimsy packaging. The second order was for 3LP's. Although packed in a similarly flimsy box, they somehow made it to me undamaged. I placed the most recent order, for 5LP's, during their Black Friday sale. The order, again in flimsy packaging, arrived on 12/15/2021. Three of the LP covers had a crushed corner and one of them also had a bend in a different corner. That same day, I used uDiscover's online form to submit a return request for the damaged LP's. As required, I included photos of the damage. It's been more than a week since, and I still haven't received a reply. I just found this thread. Now I'm learning, when they finally do respond, that I won't be given the option to return them for a full refund. Great.

Needless to say, I'll never order from uDiscover again. My advice is to avoid them at all costs when it comes to vinyl. Their aggressive sales are enticing. But their packaging is embarrassingly inadequate. And it's unethical to force a customer to keep a damaged product.

 

It sounds like their policies may have changed. About a year ago, I bought a 5LP boxset and a double LP and the shipping box was clearly dropped in transit. There was pretty heavy corner damage on both, so I inquired. I told them the media was fine and it was a cosmetic issue, but it was a $100 order and disappointed. I just asked what they could do in this situation, expecting they might offer some discount or replace them if I returned the damaged sets.

They asked for a couple of pics of the damage, and once they verified the damage, they gave me the option for a refund or replacement.

 

I just followed up on an order placed December 13th with UMG from the Velvet Underground Website Store(so apparently the same company as UDiscover), with a stated December 16th Shipping Date. Well, I have yet to receive a confirmation email for Shipping with a Tracking Number, so I just sent them an email and received this reply:


Thanks for reaching out! Your request has been received and is being reviewed by our support staff. We're experiencing higher than normal volumes so responses may be delayed but we're doing our best to get back to you as quickly as possible. Thank you in advance for your patience!

To add additional comments, please reply to this email. However, please note that responding to this will push your request back in the queue and could result in longer response times


WTF? Responding to that reply will push my request back in the queue and could result in longer response times?

I understand a little delay given the time of year, but if I do not get a Shipping Confirmation within another 2 Weeks, then I am going to PayPal to get a refund.

Not realizing last nite that UDiscover was also the same company, I also just ordered a Box Set from them using the 30% Off Code, so no idea what will happen, but the crappy packaging mentioned by a few others here that resulted in Damaged Box Sets they have received now has me concerned. I will see what happens and mention it back here if any problems with either order. I had never ordered from UDiscover in the past and just by chance saw this Thread.

 

that's become a pretty standard warning for companies using zendesk as their cs ticketing software. even though i find it ridiculous i'm inclined to think they're not lying at this point.

 

I just got the email offering a 10% refund, almost 3 weeks after submitting the request. Since I was able to sell the affected items here (heavily discounted with photos of the damaged covers), I won't fight uDiscover on it. But, like I said, they won't get another penny from me.

 

I had the same email but due to a damaged velvet box. Wound up getting a 100% refund once I contacted PayPal but wasn’t initially contacted either.