BSI Merch Reviews 3,038

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.

I just wanna thank the team so freaking muc🫶 the costume service was really amazing and I’m actually in shock that I got so much help and extra vinyl so thank you so so so much🌸🫶🫶🫶🫶

Great service, team just got straight to work on a very time-sensitive matter, and solved my problem with great efficiency. Much deserved 5 stars.

Outstanding support from the U2 shop!
I had an issue downloading the music, and they resolved it incredibly fast and made sure I could access everything I purchased without any hassle. Super friendly, efficient, and truly excellent service. Highly recommended!

Helpful customer support and good delivery.

I’m again here making a complaint about my experience buying products from harry styles store that is intermediate by bsi merch. My product arrive one month and 3 days later i was already asking in the emails for a refund they claimed that would only be possible after i receive the package so well i receive the horrible package and now they claimed the return window was already closed even before i received it… I just want my money back!

Surreal experience — and not in a good way.

Received a vinyl record in clearly damaged condition: bent sleeve, crushed corners, and a split cover. This isn’t a minor issue, especially for a collectible item. Yet, customer support dismissed it as a “cosmetic flaw” and offered a 10% refund, which is borderline insulting given the actual damage.

When pushed for a proper resolution (replacement or full refund), they doubled down on their policy instead of acknowledging the obvious. Even worse, they expected me to pay return shipping for an item that arrived damaged, which makes no sense.

Support was slow, rigid, and more focused on defending policy than solving the problem.

Conclusion:
If everything goes perfectly, fine. If something goes wrong, expect resistance, low accountability, and weak solutions. Not reliable for collectible purchases.

I had a problem with my order but after getting in touch with BSI Customer Service it got resolved very quickly. Agent Tianna assisted me tilt the end. Thank you!

Ordered two t shirts and had to contact customer care. Lewis and Bruno were really helpful and sound

I placed an order for a vinyl on February 26, 2026, and more than a month later, it has still not been delivered.
(Order number: [INSERT ORDER NUMBER] | Tracking: LY912706254DE)

The order was marked as dispatched on March 3, but the tracking has never shown a completed delivery. I contacted both Emirates Post and DHL directly, and neither has any record of the package being delivered.

Customer service has been extremely poor. I have received multiple copy-paste responses repeating the same questions (such as checking with neighbors or the post office), despite already confirming several times that this was done.

No proof of delivery has been provided, no clear investigation has been shared, and no accountable representative has handled the case — emails are not even signed with a name.

At this point, the issue has been ongoing for over a month with no resolution. I am still waiting for either a proper reshipment (with express delivery) or a full refund.

Very disappointing experience.

Fantastic customer service. Despite repeat problems downloading the music I bought, the staff were persistent in attempting to ensure I received my purchase, trying different pathways. Every member of staff was polite and supportive.

Contacted customer service about Robyn's vinyls, very helpful,even forgot for a minute I was communicating with AI!!

My name is Andreas hoedl
I ordered ash filled vinyl from megadeth and i was asking about shippment and it was miracle so fast answer like a shark in the sea thank you soo much ..megadeth shop rules gr v hoedl..

I ordered a sweatshirt for my daughter’s Birthday present and thinking I would be seeing her before her Birthday ordered it to be delivered to my address.
I then realised I may not see her so contacted Customer Services to query if I could change the address to be delivered straight to her as the item had not been dispatched.
I had an email response within a few hours and it was all resolved efficiently and with minimal fuss
Excellent Customer Service!

They shipped a sweatshirt and tee in a paper envelope from England to the United States thinking that would hold up. Upon arrival the package was taped together by local postal service with the tee lost in transport.

Contacted Customer Service on Wednesday didn't hear from them until Monday.

Customer service rep was helpful once I finally got a response. Was given refund for missing item since it was out of stock.

My orders have been sent out on time. Any communication I’ve had with BSI has been dealt with quickly and efficiently.

I received my order with one missing piece, that’s why I reached out to the company through email. The company offered me two ways of solving my problem: refund for the missing item and replacement for the missing item. I chose the second option, so currently I am waiting for the order to be shipped.
I am very satisfied with communication and attitude of the company throughout the process. It was very polite, quick and helpful. Thank you!

Very good quality tshirt. Delivery went perfect

Iam Dutch and ordered something on the site from Harry Styles. It was for me not totally clear when my hoodie would arrive so i emailed them and with a couple of minutes they already looked it op for me and answered me nicely back. Bruno was the one who helped me.

The support team is incredibly efficient and kind. I sent an email in the evening regarding a defective product, and by the very next day I had already received several solution options along with confirmation that a replacement item was on its way. Fast, reliable, and genuinely caring service!