Digital Stores 

Bought some Taylor Swift merch at the beginning of November for my little sisters Christmas present. This was a pre order for the 27th November. The week after my order, I received an email stating that the merch was due to come in 13th November. Good news.... I waited and waited... fast forward to the end of November, still no dispatch info.

I then emailed for an update as I was understandably concerned with Christmas fast looming and I’m currently on my firth email to them. The first person informed me that there were further delays and that I could cancel for a refund. So I went ahead and ordered the more expensive version, which was in stock and asked for a refund straight away. A few days later I received a response from another person who wrote;

Apologies but we are unable to cancel your order as it has gone through to the processing stage, if the item is in stock and ships out to you then you can return it for a full refund, please see details below

Rude... not what I was told. I have two sets of Taylor Swift cardigan on order now.

I responded informing them I wanted a refund as I bought another one that was « in stock » following their recommendations. I then received another email from yet another person asking me if I wanted to cancel, which I confirmed immediately YES. No response, so I filed a case with PayPal... not received.

That jerked them into action and here is latest email from them.

Hi

We have been informed by our payment company that you have charged back this order.

Please cancel the dispute with PayPal / your payment card provider and let us know once this has been done

Kind Regards
Kira
Digital Stores Customer Services

I don’t think so Kira, I think I’ll have my money back actually!

Very dodgy company and terrible customer service. Even if it’s a different person picking up the new email every time, at least look at the thread!

I’m not personally a fan of Taylor Swift but she certainly needs to rethink her stock distributeur. Shocking

The same has just happened to me. Ronnie Wood art. The payment could not be captured apparently but it has definitely left my account. I complained and they said I should receive it any day and I could purchase another copy in the meantime! Which means i would not be owed £1500 not £750. Lucky thing is their office is literally round the corner so I will pop round to see them! So DO NOT USE THEM UNDER ANY CIRCUMSTANCES. Address if anyone wants to join me is (that's if it is not an unoccupied office)

Digital Stores
Abingdon House
Kensington Village
Avonmore Road
London
W14 8TS

Not worth the risk. I spent over £200 with them on Taylor Swift vinyl. All of which arrived faulty. I obviously had to open all 8 copies and send evidence of the damage, after doing so I then heard nothing back from them at all. Attempted to chase them up and got nothing in response. At the rate this is going I’ll likely have to take them to small claims court. Don’t waste your money on them.

I placed an order for some 1975 merch as a Christmas present for my brother at the end of October. After a week and a half I received an email stating that my order had been cancelled as they were unable to capture payment. I swiftly replied showing them proof on my bank statement that they had taken the money to which they replied that the money had not been taken and refused to refund me. They said that the money would have been taken then instantly returned to my bank as there was a system error on the day I placed my order.
I again sent my bank statement and also a screen shot of me searching their company name in my banking app proving that the money had not been returned. I also sent a screen shot of my PayPal statement showing the same thing and was again told by them that that had not taken the money! This went backwards and forwards over a week with about 5 different agents as a different person replied each time I emailed. I asked for my issue to be escalated as a formal complaint which was ignored and even asked for someone from their finance team to contact me which was also ignored.
Eventually I opened a case with PayPal who reached out to digital stores to resolve it for me and within a few days I was informed that they had closed the case in my favour and at last I got my money back!
Absolute nightmare to deal with and customer service agents are completely useless!

Avoid. They do not respond to emails and do not pick up the phone. SCAM. I paid for my order and today it is the second month without any info about delivery.

Can't be bothered to send items internationally. Don't hear from them for 3 months thn say courier can't find my address. Utter BS.

Digital stores are liars and thieves. They are nothing more than arsewipes and for them to take money under false pretences and give excuses for over 3 months. Do not buy from them under any circumstances.
You will lose your money

Awful, they run/own the Billie Eilish store. Ordered t-shirt 02/09, delayed to 02/10, further delayed until 30/10, mailed 05/11, will arrive next 3-14 days, then another email on 19/11 - stock now arriving 04/12!!! They will have had our money for 3 months and no sign of anything... Don't bother

If I could give no stars I would. The money went out my bank and I then received an email to say that my order has been cancelled due to them not being able to “capture payment” however the money had been taken out of my bank. I emailed them and got a reply quickly which is the ONLY positive about this company. They said the money will be refunded to me as the had been “advised” of the issue. However I emailed back a few days after saying I hadn’t received the money and asked for confirmation that it was being sent back to me, but have yet to receive a reply and it’s been nearly a week. The worst customer service ever. AVOID this company they will just scam you for money and you won’t receive what you order and won’t get a refund.

STAY AWAY FROM THIS COMPANY!!
They sell you items they have not got. Fob you off with vague answers re when will the stock come in or when will the item be despatched. You can’t call them as no phone number.
I will never use this company again.

Terrible customer service, refused to pay my full refund on an item they didn't ship, and came up with a new figure that was well under half the purchase amount. stay clear

Bought a Ellie Goulding vinyl brightest blue supposed to be signed
Finally arrived and the vinyl wasn't signed at all
So emailed them back saying I want to return the album because it wasn't signed
Long story short I've sent the vinyl back 3 times and it keeps getting sent back to me
There gave me a address to send it back did that and it's still come back to me
So I'm going to email this company back again
But think I'm losing a battle
I shall never order anything from the Ellie Goulding site again
Very bad customer service

absolute joke of a company, especially for the celebrity’s they work with. my order took 6 months to come in, and once i finally got it, they shipped me the wrong shirt, it’s crazy how they’re still in business

Bad customer service over months. Attempted to send back Lady Gaga package 3 times by the free post method offered. Items received long after release date (approx 4 weeks) and sourced elsewhere. Items returned to me each time & each time on request of why they demand more info even though I send proof of postage. Latest requested a written email of what’s inside box, even though I have informed them on the invoice in the box, standard practice by most, never had to repeat this in an email too. Just sent back for a fourth time AGAIN, if this comes back, which am sure it will I will keep sending until I receive a refund. No doubt they will request same info that I sent originally, basically they want to make this as hard as it can be so you give up and they keep the money. Possibly the most stressful return ever and my respect for the artist has gone down since this experience has occurred. Be kind preaches Lady GaGa > Be kind to your customers!

I ordered an exclusive vinyl from the artist store, status changed to processed but it never arrived. I contacted the store a huge number of time over the last two months, no reply - supposedly because of covid-19 but the service was already awful before the pandemic -. Two months after the release of the vinyl and another email to the store, I eventually received confirmation that my order would be... cancelled! What's your pleasure? Sadly fans have no option but to buy through this company for artist exclusives.

Absolute awful appalling service with every single order made with this company!

Latest order arrived with items missing have had to send 16 emails to them and they still have no idea what to do stating my item does not include the missing item it's clearly stated on the item page!

Left hand doesn't know what the right hand is doing.

Next step is to register with my credit card of the issue to chargeback for my item.

Really can't believe how appalling their customer services are.

Returned goods because changed mind. Used the return paid envelope. 3 months later no refund. They reply to my email every 10 days with the exact same response, see below.

Terrible customer service. Complete scam.

Hi,

Thank you for your message.

Once your order has been received back at our warehouse and refund will then be issued.

We apologise for any inconvenience caused.

Kind regards,
Millie
Digital stores Customer Service

Unfortunately you have to give a star to write a review, this company needs to be closed immediately. I preordered a signed Lewis Capaldi Vinyl months ago, and finally received it in July. Only it wasn’t signed, after waiting on a response for days. Was told they didn’t have any and sent me just a plai album! Are you fuc$;ing kidding me!?! Then was told to receive a refund, I can pay to ship it back myself and I’ll get my refund once they receive it. What a joke, clearly a scam and clearly they knew they were never going to have the signed copies. Please shut these people down!

Awful experience. Tried to change a delivery address weeks before a pre-order was due to be shipped, only to be sent 'the package has already been dispatched' several weeks later. Then the package went missing and I couldn't get a response from the company, over a two month period I spoke to 3/4 different people via email, each instance weeks apart, they would answer my email on average every 10 days or so to. No phone number provided. Will definitely avoid, and encourage bands who use this company to avoid using them as their fans suffer.