Review Time
TLDR: Unbelievably great and fast customer service! Key remarks: it's reliable and humane. Most customer relations specialists, especially at "major" sites and services, lack humanity and are mainly using pre-written scripts to answer questions (OR they reply with 2-3 sentences to then send the scripted answers).
In-depth: All bad reviews I have seen on here are primarily problems with LPs and deliveries themselves, and I am afraid I disagree with most of said reviews. Shameful to see people complaining either about deliveries, which sometimes (..at least from what I read) do not depend on DF and are *actually* a problem of mailing companies, like Royal Mail's (aren't they the ones who are supposed to track down where the package has gone off to *from* the sender? Completely Royal Mail's fault in my opinion)... or about customer service not replying... just because they are getting flooded with messages, emails, DMs and etc. just like any other regular company gets flooded with the same type of stuff. Sad to see most of negative reviews on here since I feel bad that they even exist in the first place! Unfair ratings, and instead of terrible impressions, I only see terrible ratio towards people from people who simply don't know how to be patient for a reply and can't understand who to turn to in case an issue emerges!
Their support, in fact, didn't reply to me for about 2 or 3 days, but since the moment they did I always got fast responses on my questions with such kindness and appreciation that after some time I felt a bit ashamed asking my silly questions and wasting their time. Nevertheless, they still left clear answers based on the information they had had on their hands and I am more than happy with responses I got. Thanks to Melodie from Diggers Factory's customer service!
I have purchased vinyl from diggers many times before with no issues. This last order had a track that was unplayable due to skipping. Customer service was responsive and gave me options on how to resolve the problem. I am happy about the outcome and will continue to purchase vinyl from them. Great company and the pressing always sounds great.
So I sent Diggers Factory an email yesterday to ask about an ETA for my West Coast Xmas order, last thing I got from them was an email in early Jan confirming my order would be shipping soon. They responded today (10/02/2025), just to cancel my order and to inform me that the item is out of stock. Needless to say I’m PISSED. Were these guys just going sit on my money unless I emailed them? And what’s with the stock issue, I ordered the records in good time? These are the same people who incorrectly let the Cookin Soul release go live on their website earlier than scheduled (which I gave CS the heads up about) I then waited for actual drop day to place an order, just to be screwed out of my purchase altogether and now don’t have the option of purchasing another variant either. Thanks for the lame and incompetence filled experience!
I have purchased vinyl from diggers many times before with no issues. This last order had a track that was unplayable due to skipping. Customer service was responsive and gave me options on how to resolve the problem. I am happy about the outcome and will continue to purchase vinyl from them. Great company and the pressing always sounds great.
Measured against the delivery times of other small online shops, it's pretty awful, but okay, sometimes deliveries just don't work out, which isn't really a problem as long as there's at least some communication. Unfortunately, that's not the case with this record label. Far from proactive communication of the kind: “Hey, sorry, but your delivery is delayed a little...”, you don't even get a reply to a friendly email inquiry. First and last order there, even though I'm interested in some of the vinyl on offer. Too bad, but just creepy.
I received a vinyl record with visible defects (multiple indentations on one side of the record). The shipping box and the sleeve were in perfect condition, without any damage. This clearly indicates that the record was defective from the factory and passed quality control before being sold.Customer support offered a ridiculous refund of only 20% of the record’s price.I do not recommend buying anything from this website.
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