Earache RecordsArvostelua 

On the 22nd of June, I ordered a bunch of t-shirts. I am having somewhat of a death metal renaissance, so I thought I would treat myself. Long story short, I bought £107 worth of gear, and it is still not here. I didn't think Nottingham was that far away!The main thing is that I don't understand why they can't reply to emails. I have sent four now with no reply. I have read other reviews, and they all say the exact same thing.I've been buying Earache gear since 1989, back when it was a good company that cared about its fans. Their customer service lacks in every department now. It is just really sad that my once-favourite label has become so complacent. No wonder all the good bands have jumped ship.Oh, and FYI: the other week I ordered a patch off eBay, and it arrived the day after next. So what the heck is going on there? Have all staff members fallen tragically ill, or is it just plain old "CBA"?To add to that, I ordered £200 worth of merch and LPs from Relapse in Pennsylvania, USA, and that got here in two weeks—which is nearly what this order has taken. Yay Relapse, boo Earache. "Ballache" is more like it.

after posting this review i received conformation of dispatch , i did chuckle to myself a bit and i wonder if i'll get a follow up message on here from the legendary tom

They are very professional, and very swift with the replies. I've recieved a replacement for my LP in no time, and the customer service was excquisite.

Order two items from them. One was perfect, the other wasnt. Emailed them as stated on their website, got a quick response asking for pictures of the problem which I supplied and now radio silence.
So I assume I should be thankful half the order was correct.

I will be avoiding in future.

A company with only one support staff. My review still stands. The offer to for a discount code on another product - not great.

Order placed on the 4th. Email sent asking for an update on the 14th. Reply recieved the same day stating order would be sent next day or early the following week. By Wednesday of the next week nothing recieved and order still showing as 'being prepared'. Another email sent on the 18th. No reply. The item is now showing as sold out on the site. Does that mean I've got a copy and it's just waiting to be mailed out or have I missed out? At the moment, I don't know.

I've followed Earache since the 90s and would have never thought a label with such a positive reputation would have such a poor mail order side.

I dislike writing negative reviews as normally poor customer service can be due to one or two mishaps etc with the company but for a label the size of Earache it just appears to be poor customer service outright.

Order came well packaged but despite this RM had managed to slides through it. CD was fine, but band signed merch was not. I sent photos and Earache sorted it straight away - no issues. Great service, great label and great bands!

There was an issue with my order that may have taken another company weeks to sort out, and these guys were really helpful it was all sorted within 24 hours! Great service.

Simply The Best.......
Customer service is second to none, fast delivery, well packed and they respond very fast to any issues (not that there are many). What is also refreshing, is with their own artist, most vinyl purchases come with either a download or USB with .WAV files, meaning you don’t have to buy a download or CD to have files on you PC, phone and in the car. Some of the big labels and music distributors could learn a lot from Earache Records.

Well this morning my limited purple vinyl arrived, another super record.

Had an issue with an order, was sorted within 48 hours. very happy.

This is the rudest someone at a company has ever been. Ordered on ebay informed clearly as ebay do delivery between 26th May until 2nd June. Ebay stated clearly the order was running behind. Got fake untracked tracking as post office 48 on the 2nd June as ebay must have pushed them to post. So meant to be within 2 days as said posted on the 2nd June.
I constantly support small, independent brands and on the 7th June was leaving my partner’s parents as his mum has passed away. Sent a message saying t-shirt has not arrived please refund. Got a reply saying please send new address although i explicitly stated i would no longer be there. Then things got weird some guy called Tom turned aggressive and said it was posted and i wouldn’t get a refund. I am no longer there it’s not my home.

I actually found this upsetting ok be incompetent but don’t blame the customer for your own rudeness, anger and being unable to work within posting parameters. Tell the truth rather than lies and aggression. Really not cool or nice.

Names can be a clue sometimes. Earache records is apt. Was looking forward to receiving my t-shirt. Definitely don’t want it and as a loyal, supportive buyer on ebay they will see my conduct and on the 12th June i will explain this so called shop kept sending messages to me when i repeatedly told them to stop contacting me and i will take up the issue with ebay. Really inappropriate conduct.
Please cast the eye within and think of how your horrible behaviour could affect someone.
Please avoid anyone that likes normality, professionalism, clear communication and customer service.

Horrible experience. Not able to ship an order within 4 weeks. All articles were available. No communication at all. No status updates... nothing. Had to claim the order with the help of paypal. Never experienced such a story elsewhere...

Nothing to recommend about Earache, I'm afraid. I hope you're reading this before you take the plunge with them.

A shipping policy that says they "aim to ship orders within 5 business days"? Weeks on, nothing received.

Only order anything you're not in a hurry to get- and don't order anything as a gift unless you don't mind being embarrassed at coming up short because they can't get it together. Still, I'm sure being shown the order number was a lovely birthday surprise.

In the time I've waited for them, I have received 8 records from three vendors- none of them took more than seven days total.

Get it together Earache.

Following Earache's response:
You've already looked into it and given assurances that you have consequently not bothered to fulfil. If you knew there would be issues- I'm sure you get a release schedule- or if you know there are issues like staff illness, manage expectations, don't just lie.

A discount? Yeah, don't put yourself to the trouble. I don't believe I'd get it anyway.

You could have put a record in a mailer in the time it took you to whine about something that wasn't said, go and do some work instead of arguing the toss! Nobody mentioned *foreseeing* staff illness.

Perfect communication, everything ok, can only recommend

Excellent for buying vinyl
I've ordered many times and my purchases usually contain vinyl, often limited editions, signed by the artist, etc. The items always arrive in perfect condition and are shipped with great care (not always the case when ordering vinyl). Great customer care from Tom, who is a pleasure to deal with

Great service, highly recommended seller and would buy from Tom again.

The T-shirt came very fast and I was really happy with the quality once it came 10 out of 10 service

Ordered a few times from the store. Always had fantastic communication from them, great packaging and everything's arrived quickly and safely

Fast delivery and support. I had received a different product from what I ordered, but then the right one has been sent immediately after. Very good support, thank you

Had bought a faulty and recalled copy og Heartwork some time ago from third party store. But when i reached out to them, they were more than happy to provide a replacement. Top tier service!

Great seller. Item was damaged in the mail and they took care of things very quickly. Super professional and a pleasure to do business with.