Musictoday

"Bad, really bad. Their technology doesn't work, their download links just lead to an empty page. When you call them for support, you will be met with a bunch of white noise on the line, and at best, a customer service rep who is not particularly helpful. Their execution is bad, their product support is nonexistent, and frankly, I wonder how a company like this stays in business. Do yourself a favor, and run the other way. Whatever you are thinking of buying from them, I promise: it's not worth the trouble."

"Sent me out the wrong thing, paid $81 import fees, they refuse to return the $81 or send out my order for free or even a discount of $81."

"Zero communication. Zero shipment on release dates. Zero replies to messages to seek refund. Incompetent and shouldn't be in business!!!! The complaints are endless I have since learned."

"I'm writing today to detail the terrible experience I have had with the company Musictoday, the official merchandising partner for RUSH. I have been a mega fan of RUSH since I was in high school, over 30 years ago now. I'm also from Canada, living just outside Ottawa. I was excited when the R50 Backstage Exclusive Super Deluxe Edition was announced and immediately pre-ordered it for $540CDN from RUSH Backstage Club, which I've since learned is operated by Musictoday. The product was advertised as having free shipping. This has turned into a huge saga of terrible customer service that has resulted in me sending the whole thing back and losing $140 in the process: - When the item arrives at the post office, they call and tell me there's $80 of customs fees due. I'm confused as nowhere in the checkout process was I informed that could be possible. - Rather than refusing the shipment, I naively think Musictoday will make it right and pay the fees. - I email customer service and explain the problem. They respond with a generic explanation of what customs fees are and that the customer is typically responsible for them. I write back, reiterating that nowhere was I informed that there could be such fees and that there typically aren't when shipping via USPS/Canada Post. I go through the checkout process for the item again, stopping just before commiting to buy to confirm this. - They write back, pointing me to an obscure help desk page on their site that is not shown during checkout and that you'd never know was there if you didn't know exactly what to search for that explains the possibility of customs fees. I respond saying this isn't acceptable and that I don't believe I should be on the hook for the fees as I wasn't adequately informed prior to purchase. - They ghost me for nearly a week, then say they are willing to take the item back for a refund, but I have to pay return shipping of the heavy item to Virginia because it isn't defective. The item received was not defective (I assume, I never opened the package), but I argued that their policies are as they don't properly inform customers of all potential charges and on top of that, state on the product page that shipping is free. As such, I ask them to cover my return shipping fees. They refuse, but not because the product isn't defective, they say they can't cover return shipping for international orders. The policy clearly states they can, if a receipt is provided. I ask if they can do that, they say they flat out can't for international orders. - I am out $80 from the customs fees, $60 in return shipping via the slowest trackable method Canada Post offers and for all of that, all I have is an email chain with customer service and no product. - UPDATE: After the item was confirmed delivered a week ago, I still haven't received my refund. I email for an update and am told for the first time that because of the expensive nature of the item, it could take several WEEKS for them to process the refund. I have told them to expedite the return or I'll be calling my credit card company. I am incredibly frustrated and disappointed in this entire experience. While I can understand RUSH choosing to partner with an American company for their merch, as there likely aren't many Canadian companies that can provide all the stuff Musictoday does, that they have no fulfillment center in Canada and don't properly inform Canadian customers (who are undoubtedly RUSH's biggest fans) of potential significant additional charges is just plain unacceptable. And their response has been to blow it off and refuse to take any accountability for it. I'm certain I'm not the only fan who has been burned this way. I've emailed the story to RUSH's management company to make them aware of who they've partnered with. Never deal with this company."

"Never had a record sent in such poor condition in my life. Gave two stars because it does play ok."