Earache RecordsArvostelua 

Excellent experience with Earache. Shipped fast & without damage & quickly shipped me a replacement for my autographed vinyl that had half the autograph smudged & wiped off (probably by the artist as it was being signed)

I pre ordered a vinyl, it arrived in goood time, they forgot to add a bit to the order but they sent it out as soon as i emailed them. Great customer service. Thanks all.

Fast shipping and excellent customer service! They took my concerns seriously and were quick to fix the problem. Absolutely no complaints.

I ordered a Drudkh shirt from Earache on 26 April. By 6 May it still had not been dispatched, with the order simply sitting as paid but unfulfilled and no proactive update at all.

The issue was never just the wait, it was the communication. If an item is print on demand and takes up to 28 days, that needs to be made far clearer during checkout and after payment. Instead, the order sat there looking untouched while Shopify gave a much shorter delivery estimate, which naturally made it appear something had gone wrong.

When I contacted them, the replies were defensive, dismissive and unnecessarily rude. Rather than simply explaining the delay clearly and professionally, I was met with passive aggressive responses, told the situation was effectively my fault for not reading closely enough, and spoken to as though asking where an already-paid order was was somehow unreasonable.

They have since said the order has been refunded, though nothing has arrived yet. I understand refunds can take a few working days depending on the bank, so I will update this review if and when that lands.

At this point I fully expect a public reply attempting to reframe this as customer impatience, but that would only reinforce the actual issue: the problem was never just the dispatch time, it was the poor communication, conflicting delivery expectations, and the needlessly condescending tone used when responding to a paying customer.

Judging by the number of one star reviews here describing the same experience, this does not appear to be an isolated issue.

If the response to this review is more defensiveness instead of taking that on board, it will speak for itself.

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Edit in response to reply:

What I find more disappointing than the delay itself is the tone of the responses. Publicly describing a customer as “impatient,” stating you “do not feel the need” to update customers, and repeatedly responding in a defensive and condescending manner only reinforces the exact criticism I made in the first place.
You say the dispatch time “could not be clearer,” yet there are multiple reviews here from customers expressing confusion or frustration over the exact same issue. That would suggest the communication process may not be quite as clear in practice as you believe it is.
Earache Records clearly have a "customer is always wrong" Policy!

I also appreciate you acknowledging the condescending tone, although I would point out that this began long before I used the phrase “piss take.” Your very first response already carried an unnecessarily dismissive tone toward a paying customer simply asking for clarification on an order.

Furthermore "The 28 day delivery time could not be clearer on the listing for this item. It states it in bold letters right below the name of the shirt."

I have screenshots which I have ALREADY SENT YOU that CLEARLY states "Delivery by Sunday May 10th".
If this is "Shopify" issue and not yours (continue to blame others, yeah?) have the decency to write *this is incorrect due to Shopify inconsistency - DO NOT refuse to explain and then call customers "impatient" for simply questioning it.

SERIOUSLY EVERYONE, AVOID AVOID AVOID THIS COMPANY! YOU ARE WARNED!!

I pre-ordered the new Skindred, You got this vinyl. It turned up on time but during the packaging/delivery it arrived damaged. The Album cover and inner sleeve was bent out of shape. I emailed the team with photos and they replaced the cover and sleeve within a week of me contacting them. Their customer service was excellent and I did not feel that it was too much trouble for them. Highly reccomend

I ordered the signed Skindred LP, it arrived and one of the three signatures was washed/wiped. I wrote an e mail to the Customer Service and the service staff named Tom helped me out immediately with a new signed Album Cover. great experience, would order again.

Thank you for the quick and straightforward resolution to the problem.

I made a purchase and one item that was ment to be with the order did not arrive. I contacted customer service. Within a day Tom got back to me and arranged a delivery for the missing item. It arrived when they said it would. Excellent customer service and will most definitely buy from them again.

Quick dispatch, and when there was a problem with the item that was beyond their control they sent another out without any fuss, that arrived within days.

Amazing label with awesome bands and superb customer service!
I ordered some special edition vinyls from Earache which sadly were pressed faulty. They instantly offered me replacements. Thanks so much! Keep up the great work for an awesome cause!!

Excellent customer service.
Ordered 2 new Skindred albums and the one that was signed had some issues with just the cover (colour scuffing and smudged signature). Sent an email with info. & pictures and asked if it was possible to get a replacement cover. Tom replied promptly to my email and was very professional and I received a replacement cover within the week. Very happy with the purchase!

Great selection, friendly team and always nice merch!

Issue with part of an order, all sorted out with an email or two. Delivery of new item in a couple of days..fab service..on top of the actual product..

When I ordered my Skindred album they left out the usb. I emailed them and they sent it to me the NEXT DAY?! And the customer service person was super nice !! Normally I wouldn't bother contacting a company over something like that but I love skindred and I'm glad I did because it was sorted super quick and it felt like someone cared about me for once

Got my order from earache, one of the shirts was wrong, I immediately contacted them and the correct one was sent out, and i was told there was no need to send back the incorrect item, replacement shipping was fast and "Tom" made sure to take care of me every step of the way! Thank you dude!!! And thank you EARACHE!!!!!!

Due to some shipping issues on my end, my order got returned twice. The great folks over at Earache were right on top of it and extremely helpful and understanding.

They have shipped it out again at no extra charge and have been more than happy to help figure the situation out. I've ordered from them before it it always went smoothly, and they have gone above and beyond.

My copy of the new Skindred album showed up a day early, which was great, but it was missing the USB stick, which was not so great. Mistakes happen and I get that.
I e-mailed customer service and spoke to Tom who responded within the hour and was happy to mail out the USB separately due to the error and it arrived within 48 hours.
I was not expecting such a fast turnaround resolving this issue, but I absolutely cannot complain about such efficiency. It really was appreciated, communication has been fast & easy and I couldn't be more content.
The albums slaps too.

What a waste of time and money. These people are incompetent, been over two weeks since I ordered a shirt, as to date nothing has arrived and guess what no correspondence. Stay well clear of this company.

Fantastic service. The staff really care about the customer satisfaction. I had a faulty record replaced in no time. Highly recommended!

Had an issue with my vinyl sleeve being damaged in transit.. Emailed tom at earache and it was replaced.. No issues.

Great customer service