Waterloo Records & Video — Attraction in Austin

I have been a customer and supporter of Waterloo Records in Austin since I moved here 15 years ago. As my kids have grown, they have become big fans of music themselves. Today I decided to take my boys to some record stores to pick out some music they like. We went to Waterloo Records, where we were greeted by a door guard outside of the building. The sole job of this lady was to make sure that people were wearing masks before entering the building. (Note that this is NOT a city, county or state mandate.) Two of my sons and I had our masks on. The other son, who is autistic, non-verbal, and intellectually disabled, was not wearing a mask. I have a physician’s note stating that he is exempt from wearing a mask due to his disabilities. I explained to the “mask guard” that he is autistic and will not wear a mask. Believe it or not, there is an upper level mask requirement liaison that needed to be consulted by the door mask guard to see if we could enter. She said “I have to get approval because I will get fired if anyone enters the store without a mask on.” Seems intense, but okay. We waited several minutes until the head honcho of masks came out. She told me that they have a very strict mask wearing policy and could not allow my son in the store. They denied entry to my disabled child for not wearing a mask, even though he has been exempt by an educated, board certified physician! No temperature check. No test. No reasonable modification as required by the Americans with Disability Act. My momma blood started boiling! I tried to maintain my composure in front of my children but I was not as successful as I was aiming for. I asked her if she was seriously denying entry to the business to my disabled son for not being able to wear a mask. She tried telling me that it was for my son’s health. I informed her how asinine that is considering every person is masked and asked to hand sanitize while simply LOOKING AT VINYL RECORDS!! I assured her that she would be hearing from me again, as I walked to my car with my kids. This is not a mask or vaccine debate. I have never said a word about either. I am a fully vaccinated person that thinks it’s everyone’s choice. I don’t push my agenda on anyone. This is a moral, disability inclusion issue in which a business is allowed to deny entry to a disabled child for not being able to wear a mask. In a city in which ALL races, religions, genders, sexualities and social classes are welcomed and supported, you should absolutely be ashamed of yourself as a business to be so close minded to not allow one 11 year old autistic boy entry into your store. This is not the last you will hear from me, albeit never in your...

I've spent many hours shopping here over the years. This place has fallen off BAD. Here are just a few of the issues I've had recently. Last night, I tried to return an online order. I was sold the wrong variant of a soundtrack. It was listed online and on the receipt as the colored variant but I was sold the regular black version. They didn't have a replacement so I expected them to give my money back but they insisted on only giving store credit. I should have stayed and argued but I had to rush over to Barnes and Noble before they closed so I could return a movie (which they refunded me for on the spot without an ounce of hassle BY THE WAY!) The fact that Waterloo's first response wasn't "here is your money back" is a huge red flag. When you are competing against monoliths like Amazon, you really need a customer friendly refund policy. Store credit, especially in this situation, is a joke. At least half of the new records I buy here are extremely scuffed up out of the "box". I used to think this was purely a manufacturing error but I have been buying more and more vinyl from online retailers and I almost never have this problem from any of them. Just Waterloo. The employees are not trained properly. I have a feeling my issue with getting a refund was due to the employee not knowing what to do in that situation. On top of that, I see them handling vinyl in ways that makes my skin crawl. For example one day when I was checking out, the cashier stacked a bunch of CDs at one end of a single vinyl record and proceeded to pick it all up by the other end of the record, violently bending the record under the weight of the CDs. Most of the employees behind the counter aren't attentive and are often times very clearly grumpy or rude. This wasn't the case even just a couple years ago but it's like this every time I visit now.

The only reason I gave 2 stars instead of 1 is because my judgement is clouded by nostalgia. I bought my first record here. I've been shopping here for my entire adult life and I can tell you without a doubt in my mind that you have NO REASON to shop here anymore. The records are regularly over priced and damaged. The customer service is now well below average. If you just want to support local record stores, there are other options... But in all honesty, you are better off as a consumer by just shopping other independent...

My review is a 1 STAR review for the following reason. The pros- top notch selections . Reasonable prices. Some nice rarities and audiophile pressings which I love. Great layout of the store and lots of extras.

The con, and it's a big one. I made an appointment at the store on 1/26/21 and showed up early. Paid $15 for the honor to shop there. No problem, I was pretty confident that I would leave with some vinyl. As an out of town shopper, which I mentioned, the 30 minute time limit is not enough time to shop in this store. About 25 minutes into my visit with 6 new records in my hand I was informed my time was almost up. I was the ONLY SHOPPER IN THE STORE. Fine I said, but I intent to finish the new records section. At the prompt 30 min mark a different employee informed me it was time to go. I politely informed him I was at the H section (working backwards) and I would make my way as quickly as I could to get done. I was rushed to get done in about 5 minutes. I had over $100 of records in my hand and made a quick run of the store. I WAS THE ONLY SHOPPER IN THE STORE. I realize the employees are just sheep here but how RUDE and stupid is it that I am trying to support a brick and mortar independent record store, have a stack of records in my hand and am being asked to leave. No one else in the store, 4 o'clock in the afternoon, no one outside waiting to get in. It is my understanding that this is against the common business of goods for money. Paying the idiots salary that told me to leave. I would have purchased so much more if they had allowed me to. I get what they are trying to accomplish with covid and all but use some common sense for the good of your own economy! EVERY RECORD I PURCHASED COULD HAVE BEEN BOUGHT ON AMAZON WITH...