backstreetmerch.com Recenzje 

I ordered the Premium Vinyl, the Standard Vinyl and two different Deluxe CD editions of Madonna’s “CONFESSIONS II”.

The Premium Vinyl arrived with scratches and creases on the gatefold, a damaged plastic slipcase, severely warped records and a surface defect on one of them. In addition, the sticker on the right-hand side had already been torn, even though the item was still sealed in shrink-wrap.

The Standard Vinyl arrived with dented corners, numerous creases and appeared to be warped as well.

The more expensive Deluxe CD edition arrived with the shrink-wrap torn and the CD loose outside the case, leaving the disc scratched.

None of the items were shipped in a proper box. Instead, they were simply wrapped in a piece of cardboard, with the contents clearly visible from three sides.

Madonna’s official store, specifically BSI Merch, insisted that the order had been packed professionally and correctly, and claimed that the defects were merely cosmetic and therefore not really grounds for a complaint. However, as “a gesture of goodwill”, they offered either a 10% partial refund, which would not even cover the cost of flattening the warped vinyls, or a full refund upon returning the order. Replacing any of the damaged items, including the Standard Vinyl, was never presented as an option.

Overall, dealing with BSI Merch’s customer service has been a nightmare. Generic copy-and-paste responses, ignored emails, constant changes in the person handling the case and having to explain everything almost from scratch every single time. As a result, I have been dealing with this issue ever since the album’s release day.

I understand that manufacturing defects can happen. I understand that shipping damage is sometimes unavoidable. However, when I buy products marketed as “Premium” or “Deluxe”, I expect my complaint to be taken seriously, not dismissed with excuses while pretending that everything is perfectly fine.

A retailer should keep replacement stock available for customers with legitimate complaints. A retailer should also take responsibility for the quality of its packaging and the condition in which products are delivered. Unfortunately, BSI Merch seems to operate under the assumption that the customer is at fault simply because nobody forced them to buy anything. If you are unhappy with their so-called “premium quality”, their solution is simply to return your order and stop bothering them.

The saddest part of this entire experience is that it completely ruined the release of “CONFESSIONS II” for me. It left me so disappointed that I do not even feel like listening to Madonna’s music anymore.

Un service déplorable pour une commande pourtant simple. Des tee-shirts Ghost et un sweat, lors d'une promotion. Déjà, il a fallu presque 2 semaines avant que que je ne sois informé que l'un des produits n'était plus disponible, et plutôt que de proposer un retour en stock, le produit a purement et simplement été remboursé sans me demander mon avis. Il a fallut que j'envois un mail pour l'apprendre, pour ensuite constater un retour en stock du dit sweat.
Ensuite, sur les autres tees reçu certains d'entres eux n'ont clairement pas apprécié au lavage et le flocage de fort mauvaise qualité est passé, pour l'un sur le logo, pour l'autre sur tout le tee-shirt.
Malgré des photos à l'appui et des explications, seule ma faute a été retenue en me disant que c'est un "mauvaise usage de ma part" et de proposer 10% de remboursement. Or, pourquoi tous les autres commandés avant n'ont rien, malgré plus de lavages encore ?
Obligé de contacter à de multiples fois le service client, pour me rétorquer la même chose. De quoi suspecter un bot, ou une IA, plutôt qu'une assistance humaine. Il a fallut que je créer un litige PayPal, pour que quelqu'un ne réagisse de manière personnalisée. Pour me proposer un retour via un lien web, or avec le temps que tout cela a pris, la fenêtre de retour était déjà fermée, et rien n'était entendable.
Suite au début de la réclamation PayPal, maintenant on me demande de retourner, et à mes frais, les produits pourtant défectueux, ce qui reviendrait à payer 19€ les produits, soit le prix d'un tee-shirt et demi.
Pour résumer, service client de mauvaise fois, inadapté avec un clair manque d'écoute et de réaction commerciale adapté.

A heads-up regarding buying records from BSI if you're picky with the condition.

I bought a limited edition vinyl but got sent one with a damaged sleeve.

Contacted customer service and even though they have replacements, their policy is to offer 10% discount if a record is "cosmetically damaged". That's it.

If you buy and want Mint, look elsewhere if possible.

Edit: After direct contact this has been resolved. Hats off.

Absolutely awful company. Ordered an item that arrived broken. Emails went un answered but eventually got a response via WhatsApp. 99% sure its just an AI bot as 'they' told me the chain being detached on one side of the necklace was a cosmetic flaw and didn't affect functionality, but they would give me a 10% refund as a gesture of good will. After days of messaging finally have a replacement but I would never willingly order from them ever again. Its disappointing reputable bands use them for their official merchandise.

Aldrabões

Material danificado, recusam troca e exigem vídeos a abrir o material, ainda selado .
Depois dizem que material foi aberto.

Exigem a devolução em vez de trocar o produto comprado novo, por produto em bom estado..

Pelo meio oferta de reembolso de 10%

Most useless merch carrier out there. Absolute shambles of a company. They somehow made putting something in a box and sticking a label on it difficult.

If you are a business, avoid using this service at all costs. Seriously, care more about your customers than this.

If you are a customer, be prepared to wait months fro your product, if it arrives at all.

Ordered 2 olly murs sweatshirts on Friday and they were delivered on the Tuesday with no problems. Unfortunately I didn't read reviews before ordering so was worried when I read other people's experiences. Thankfully my transaction went smoothly. Would be better if they sent order confirmation, I ordered through PayPal so could track a little bit. All said my transaction went well, but don't know if I'd chance another order due to all the negative comments

Poor commuincation, i had to put in acoplaint to get any information on my order. No tracking, n dispatch time. Very poor to deal with and would avoid.

Ordered 3 Ozzy Tshirts July 11,2025. Over $210.00 for 3 shirts. No communication, never received an email from them. I started emailing them 6 weeks later requesting a shipping date, they couldn’t provide one, I emailed them once a week and same thing, cannot provide shipping date, but, we are working on it. I gave up, 10 weeks after ordering, I cancelled my order and requested (and received) a refund. Never again, horrible company to deal with.

Bought a Motley Crue t shirt on the 7th July and until today the order hasn’t even been shipped.. absolute joke of a company and customer service is non existent.

This is probably the worst music retailer inhave ever used.

I purchased a signed item but was sent a standard unsigned item, I emailed customer services on the day the item arrived and was told they would look into it. I included pictures of items recieved as well as proof of items I purchased.

Three weeks later and they still haven't bothered to rectify the issue and all I have got in reply is we are looking into it. Absolutely shocking service

Terrible company, totally out of their depth dealing with merch for bands. Completely incompetent and very very poor customer service.
I ordered the Frank Turner 3000 CD & Signed poster before release on 01.08.25
Nothing received. Then got an email to advise will be dispatched by 22.08.25 if not earlier. Nothing received.
I chased up by email and eventually I got an email advising it would be dispatched by 05.09.25 (today), then today I got an email advising dispatch has now been delayed until 12.09.25! Both items now show as sold out on their website, so clearly they have sold more than they actually have stock for.
I've demanded a refund as I am fed being messed around by these clowns.
Avoid purchasing from these idiots

I ordered through the official Mastodon site a tshirt.
The order was fullfilled through Backstreetmerch. The shirt arrived in 5 days in Greece (mind you during August=delays in Greece).

I will surely buy again.

Non existent customer service and dispatch time is impossible to figure out. Could be delivered in 3 days or 28 days. I would avoid this company like the plague.

The worst webshop I've ever dealed with.
I ordered one t-shirt & one hoodie, they advertised that it takes around 2 weeks to deliver.
Around 10 days after my order, they sent an e-mail saying that my order was sent.
It's now two months from my order and I still haven't received the package, any tracking codes etc.
The order tracking on their webite says "order confirmed, and the automated e-mail reply from teh customer service "Keep an eye on a tracking email soon!"
I got a reply from the customer service over a month after my order saying that "We appreciate your understanding and encourage you to refrain from initiating a lost-in-transit claim"... How can I do that when the package obviously has not even been sent?

Bestellungen werden trotz Bezahlung nicht bearbeitet und Nachfragen nur von automatisierten Systemen beantwortet.

Hice un pedido en Abril, a principios de JUNIO me dijeron que tuvieron que retornarlo an almacen porque faltaban datos en la dirección (cuando haces un pedido son campos obligatorios para haver el pedido). Me dieron las opciones de que les mandara los datos o que me devolvian el dinero. En respuesta me dijeron que el pedido ya habia sido emtregado (?¿) hice la prueba fe mandarles la direccion y mira tu que cosas, me dijeron que me reenviaban el pedido. Estamos casi a Julio y sigo sin mi pedido y mi dinero. Son lo peor. No se os ocurra pedir nada a esta panda de piratas

4 weeks and my order has still not been dispatched. I even paid for 1st class recorded delivery. Ruined my sisters birthday.
Unhelpful company, unhappy customer.

They are absolutely useless - ordered some T-shirts heard nothing for 3 weeks. Chased up with their customer service which takes 24 hours as no chat or phone. They said they would send them out arrived one T-shirt out of stock will be sent later. 2 weeks later nothing had to chase again got a 24 hr reply we will need to refund you - still waiting on refund - my advice avoid

Sin avisar aparte de lo caro cuando llega el paquete te cobran x aduana si haber avisado.....no volveré