backstreetmerch.com Reviews 604

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?

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

Have ordered from these guys, through the Sophie Lancaster foundation, many times over the years. But honestly, if it wasn't for being a charity close to my heart, I'd avoid them entirely....
I've made many orders over the years, spent hundreds of pounds, and I could probably count on one hand how many products have been sent correctly. Nearly every single item has either been the wrong size or the wrong item entirely. It's like they just throw any random stuff into a bag and send it back. We even joke amongst my friend group that we've ordered a "Sophie Mystery Box", because we never know what we're gonna get. Certainly not what we ordered, that's for sure.
And the other problem is, that even when you do contact them to rectify it. There's nothing they can do about it, because everything is sold out by the time you get the order and never restocked again.
I would've binned this company off years ago if it wasn't for the Sophie Lancaster foundation. They should be appalled at themselves for letting down such a great charity....

Stella, the customer support representative, is the target of this review, not the business itself. I recently ordered five products from the Judas Priest catalogue, and they arrived quickly, in excellent packing, and could be tracked down. Two things, though, were picked incorrectly. I contacted customer service, and they responded promptly, professionally, and sympathetically. We resolved the issue in four emails, and the correct things were shipped out along with a timely reimbursement. Stella's customer service abilities are excellent, and she is a credit to the firm.

Contacted them 2 weeks after item was supposedly shipped that nothing has arrived. I was told to wait another month... Which is utterly ridiculous.
I gave it one more week out of courtesy, asked them to credit me back after that, which they refused.

I then disputed the amount with my Credit card, which credited me back immediately.

And what a coincidence, you would never guess... The next day after receiving my credit they contacted me, supposedly my shipment was sent back to them. If I want it shipped out again, this time with tracking...
Yeah right.

Ridiculous on so many counts. Especially to expect people to wait 2.5 months for a package.

Dont bother.

I have NO idea what all of the 1 star reviews are on about, this company is highly efficient! Ordered two items from motley crue and they both came within a week, with no errors. High quality goods, with fast shipping. I would emplore you to use backstreet merch as I will be in the future :)

(For reference I live in the UK)

WARNING AVOID AT ALL COSTS. I ordered a Chemical Bros T-shirt on 10th Dec as a Christmas present. Confirmation email was recieved with no tracking information, another email recieved on 16th stating that the order has been posted tracking information didn't work,I waited and waited. On 7th Jan contacted the company via email about not receiving my order. Automated reply stating they are working hard to fulfill my order. Tried phoning company but no answer. I waited several more days giving them the benefit of doubt being busy over the Christmas period. Still no reply. Or emails. Opened case with PayPal for full refund, there'sno correspondance from the company, no answering of phone, no interaction through paypals resoltuon centre just a full refund by 17th Jan. How can this company improve? Just cease trading. If I had read the reviews before hand i would not have made a purchase, I cannot fathom how this company is still afloat, absolutely no customer service, infact no service whatsoever it's like a ghost company Stay Away

After waiting months for my order of limited edition shoes to arrive, the wrong size was sent, by the time this happened my size was out of stock. Contacted them multiple times, originally they were arranging a replacement to be sent out (different pair to the original ordered), these were never sent, have asked them for refund and now being ignored. Avoid at all costs!!!
Their online chat is terrible, states they will typically reply in a few minutes but the quickest response I have had was 2 hours!!

On December 10th I ordered a set from your official European merch store containing a CD and a LIMITED edition "Zoetrope" vinyl. On January 13th I wrote a message to find out where my order was, because I still haven't received it. On January 16th I received a message that my order would be canceled and the money paid would be refunded. They didn’t give me any other option and refused to talk to me about whole situation to find any somewhat better resolution.
The distributor prevented me from buying the limited edition, even though I did it correctly and in the right time, when it was available. Other people are still receiving their orders, and mine is canceled without my consent. The the merch store doesn't care about it.

I have previously had no issues with this company, who run the shop for a band (the bands merch is not available on the actual backstreet merch site). Now I have an issue I can't contact them. Phone number tells you to email them, and emails get a copy & paste reply. I have received only one part of a preorder, the cheapest part. I sincerely hope I get the rest of the order that was meant to be a Christmas present in the next week.

Received an item that wasn’t anything like the photo or description. The phone number cuts you off after a recorded message and emails take an age to be responded to - agents then can’t seem to understand what the issue is as they just paste in responses. Still nowhere near resolution

Avoid at all costs! pre ordered some items for Christmas presents on the 15th of November the release date of said items was on the 13th of December haven't received my items I've sent countless emails chasing this up as I've spent close to £200 all of which have been ignored the order it's self has completely disappeared from my shop app absolutely gutted I will never use this site ever again and neither should you

I placed an order with Backstreetmerch.com on December 5th, hoping to receive it in time for Christmas. Not only have they completely failed to fulfill my order, but I’ve also had zero updates about its status.

I’ve made multiple attempts to contact them—via email, phone, live chat, and even Facebook—but I’ve been completely ignored at every turn. At this point, I’m left with no order, no communication, and my money gone.

This experience has been extremely disappointing, especially as this was meant to be a Christmas present. If you’re considering ordering from Backstreetmerch.com, I strongly urge you to think twice. The lack of professionalism and customer care is unacceptable.

Backstreetmerch.com: If you see this, do better—your customers deserve far more than this kind of treatment.