Ochre Arvostelua 

Hi Ochre Team,

Thank you very much for your excellent customer service and for following up with me.

Unfortunately, my original order arrived with the top of the box slightly torn. However, as soon as I contacted your support team, the issue was handled immediately, and a replacement was sent out in a very timely manner.

I initially asked for a replacement box only, but you went above and beyond by sending me a completely new vinyl record as well. That was certainly more than I expected, and I truly appreciate your generosity and the way you handled the situation.

I understand that shipping damage can happen and is not necessarily anyone’s fault. What really matters is how a company responds when something goes wrong, and your team demonstrated outstanding professionalism, care, and a genuine commitment to customer satisfaction.

Thanks to this experience, I have complete confidence in ordering from you again. I know that if any issues arise in the future, your team will be there to help and find a solution.

My sincere thanks to the entire Ochre support team. I will gladly recommend your store to other vinyl collectors!

Best regards,
Vadzim

I had ordered a white label version of the new Fontaines DC album, but it arrived with damaged packaging and sleeve.

Knowing it was a limited edition, I asked if I could possibly return it and receive a new copy. The support team at Ochre were so good. They responded immediately, saw the damage from the photos I sent and immediately arranged a new copy which was safely received today, just a couple of days later.

They also allowed me to keep the original, as return postage costs would have been prohibitive.

We often take good customer service for granted, but this service has been really appreciated and I am extremely grateful.

Many thanks
Terry

2 records arrived badly bent and creased on identical corners. No accountability was taken and i was told it wasn’t significant enough for them to cover the return shipping. Also, it was shipped via medial mail which costs $5.85 and i was charged $22.71 for ground shipping, which meant they shipped via a cheaper service and overcharged $17. Their communication is so slow and terrible that i went back and forth for days. As an avid record collector i was completely disappointed with how these 2 Das Racist records were received as well as shipped and Ochre really didn’t seem to care at all to make this situation right so never again will i ever order a single thing if it’s being offered through this company. Such a let down. It amazes me how any artist chooses to sell stuff through them because it also reflects poorly on them as well.

Cometí un error que pensé que iba a fastidiar por completo mi envío, pero Ochre y Matador Records me lo solucionaron en minutos.
Gracias.

Super reactive, friendly and helpful, quite rare to find such a quality of service.

Quick, useful help.

Quickly responded to my inquiry and resolved the issue. Always a pleasant experience ordering through this website. Will be using them again in the future.

They not only helped me update my order but cancel another one. They were extremely responsive and helpful, honestly some of the best online customer service ive dealt with

Après une déception suite à un colis retourné
car j'étais en vacances, j'ai pu recevoir un nouvel envoi sans aucun problème. La communication avec le service après-vente a été impeccable et sérieuse. Je recommande!

The team is always prompt to respond and even though they cannot combine shipping they are always friendly and lay out all possible options for a consumer. Its been like that for me for years, within what they are allowed they are always proffesional and i have never been left hanging for a reply like most other services. Good luck to the whole team.

Excellent customer service. Replies sent in a timely manner and resolved my queries each time. Could not have asked for more. Very impressed.

Horrible store, only order due being on the band official website link.

Order two vinyls in January 30. On May I send an email regarding my order, to learn that between January 30 to May 12 one of the vinyls was sold out, but they just dispatch the other one plus gave me a refund.

Today June 16, after a second email I learned that they had yet to dispatch my order and just did that before replying my email. Now trying to cancel my order since I'm about to move out to a completely different country.

Never again, costumer service is nonexistent. Store keeps zero tracks of the orders which than leads to zero customer communications.

Don't waste your time and money in this store.

Unfortunately, terrible customer service. I ordered multiple records. The exterior shipping package arrived clearly damaged, and unfortunately one of the records was damaged as well. Mind you, the shipping was insanely expensive as well!

Immediately emailed customer service. No response. A week later sent a follow up email, and finally got a response (more than a week later) offering a tiny discount that didn’t even cover the cost of the shipping let alone the record. Attempted to follow up multiple more times with emails and absolutely no response whatsoever. It’s been months at this point since my original order.

Very unfortunate that some of my favorite musicians are utilizing this distributor, as I don’t have any other good way to purchase their vinyl.

Items arrived, well packaged within a couple of days.

It’s always surprising to read negative reviews when my experience was the exact opposite.

Bought an orange wax pressing on Mexican Summer that arrived badly warped. The team at OCHRE was highly responsive, attentive, and genuinely helpful. Immediate, no-cost replacement sent out to France — flawless new copy received. Customer service matters most to me; theirs was exemplary. Delighted to have dealt with them.

Incredibly bad customer service, felt scammed at first. The vinyl I ordered was supposed to arrive within a week. I contacted ochre after a month and they postponed me. I had to write them again after another month and they finally managed to send it the month after.

If there is a delay with shipping, the customer should not be the one that has to investigate. Overall the customer service took extremely long to answer and was not very helpful.

There is still some pieces missing but honestly it is not worth it to take up the fight with this company.

Will not order again with them.

After receiving two vinyls which were damaged during shipment (they were 7-inch vinyls packed in a 12-inch vinyl cardboard box without anything keeping them from moving around which led to them splitting the covers/sleeves), Ochre was very responsive to my emails and corrected the problems. It was a pleasure working with them, and although the issues could've been avoided with a little more secure packaging, I was happy with the results. Thanks!

Terrible company to deal with
Received my record and the sleeve was badly damaged
After god knows how many emails i eventually sent the record back
They agreed to pay the postage costs of send it back

After several more emails to the company finally got a email saying you will get a refund for the cost of the record

Do buy from this company they are terrible customer services and the items they post out are of poor quality

Not recommended at all

dreadful service - the UK warehouse is run by and from Warp records HQ in London.

consistently the most expensive postage of any UK based record mailorder I've used and the flimsiest packaging.

latest 7" order came in one of those envelope mailers, no stiffeners, record cover is creased on 2 sides.

why do I continue to buy? you may ask - because they represent exclusives/limited releases from bands I like, that I can't get elsewhere

Price for that? £6.14 on a Royal Mail service that costs consumers £2.75 and business' much, MUCH less (bulk discounts). That packaging costs 25p per unit btw.

Terrible company, avoid if you can.