Earl S.
Zero stars
Zero stars. I paid for shipping. Flawed shipping packaging, shoved through USPS, damaged album cover. Worst customer service. Refusal to assist or resolve reasonably without forcing me to jump through unrealistic hoops. A bad company with bad customer service and even worse resolution skills. Highly recommend never buying anything from this unethical and corrupt company. Update - I provided a photo where there is literally a chip in the vinyl making the album unplayable. I requested a return box and it was refused; only a label was provided. They stated shipping was refunded and as of today it hasn’t been. The only adjustment has been the 15 percent. I had to purchase the vinyl at a local record store. I’ve retained this copy grudgingly to have the cover framed in such a way where the damaged case isn’t visible. I want to be super clear 1) product was shipped in paper thin shipping container that damaged vinyl record. 2) after requesting resolution, it has not been a customer friendly process; including more excuses and obstacles then anyone paying for delivery should have to navigate. In short - do better. Please.
Response from Arcline StoreJul 20, 2026
Hello Earl, We’re genuinely sorry that you was dissatisfied, but we also believe it’s important to provide the full context to all people of what happened. The customer first contacted us on July 14 to report record damage in transit. We responded within one hour, requesting our standard information so we could properly evaluate the claim: photos of the damaged product, photos of the shipping mailer to help determine how the damage occurred during transit, and a short playback video so we could assess how the damage affected playability (if it affects). The customer did not respond to that request. Instead, this review was posted. Only after we replied publicly to the review did the customer respond to our email, claiming we were “conveniently asking for the package” because customers supposedly don’t keep it, implying we were looking for a reason to deny assistance. That was never the case. We never stated that the absence of packaging photos would prevent us from helping. We simply requested them because they help us understand whether the damage occurred during shipping and improve our packaging and carrier claims. Once we clarified this, the customer finally provided photos, which showed cosmetic damage to the jacket (corners was bent slightly which creates few dents). At that point, we offered the same two solutions we offer every customer: 1) If the record was playable and the customer wished to keep it, we would provide a partial refund for the cosmetic damage. 2) If the record was unplayable, we would provide a full refund after the item was returned and inspected. The customer rejected both options, insisting on an immediate full refund without returning the record. He also stated he would not return it unless we first shipped an empty box. Quote: “If you want to send me a prepaid box and label to ship it back and then refund my initial payment for shipping as well; then I will send it back after I get the refund.” We explained that we would gladly provide a prepaid return label (meaning the customer would not pay return shipping), but we are not able to mail empty shipping boxes to customers. We also explained that any suitable box from home would work, as is standard practice for e-commerce returns, and that our return policy requires us to receive and inspect the item before issuing a full refund. After several conversations, we reached the resolution proposed by the customer. Although the customer had repeatedly described the record as “unplayable” and declined the option of a full return and refund, they ultimately chose to keep the item. As a goodwill gesture, we processed a refund for the full original shipping cost plus a 15% partial refund for the cosmetic damage. We’re always committed to resolving issues fairly and respectfully. Every transit damage claim is reviewed individually, and we offer prepaid returns whenever a product is confirmed to be defective. We also strive to provide options that best fit each customer’s preferences while applying our policies consistently to everyone.