vnyl.org

Virtually No Customer Support

Let me preface this by saying that I am incredibly sad to be writing a negative review about this service. I have LOVED the idea of this for years now, and it is regrettable that my experience was so negative. I will do my best to remain objective.I signed up for VNYL as part of a buy one month, get one free promotion. I contacted their customer support number well in advance of my monthly billing period ending, to ensure that I was not billed again after this period had ended. When no one picked up, I left them a voicemail and emailed them to follow up. I was not contacted back, and was still billed for another month. I immediately followed up with their customer support again, both via email and via their phone number. I never received any contact via phone, and only occasionally received contact via email. When I did receive contact, I had to restate the same conversation that I had had (in the same email thread) the last time one of their customer support agents replied to one of my emails. This pattern continued for just under 2 months. Eventually I resorted to direct messaging their social media pages. In fact, while feeling a bit frustrated admittedly, I sent a reply to one of their Instagram stories. In my message, I pointed out how frustrating it was that their story was updated almost daily, but it had been such along process to get a refund for a subscription that I tried to end via their official customer support channels. After sending that particular message, I had my refund in my bank account in less than 48 hours. TL;DR - I was billed improperly, per the rules of their own company cancelation policy, and then had to fight for almost two months to get my money returned to me. If customer support is important to you, I would not recommend this company to you.Separate Issue - One of the records that they sent me as one of their curated sections for my first box was described as being on "Black and White Marbled Vinyl". When I opened it, it was a solid black record with one single spot of white that was less than the size of a quarter. When I contacted them to see if I could have another one sent to me. They contacted me about a week later, and said they were unable to issue a properly colored record to me, as they were unable to guarantee the color of any records in their batch. While I understand that each record in an exclusive batch like that will be unique, when a record is blatantly not what is advertised, it seems a bit ridiculous to not correct the issue (even if it was not the record I hand-picked for that month).

Date of experience: Nov 27, 2020