Wax Trax Records — Attraction in Denver

I tried to buy an record, a multi-step process.

Call to confirm if it is possible to purchase a record off their website and for someone else to pick it up (I'm not local, but my friend was having a birthday). I was told yes and that the website was up to date with their current inventory. (Wednesday) Order record. (Friday) Have my order cancelled as the record is not available in store. (Friday) Immediately call to check if a different vinyl listed online is available for purchase before ordering. Told that that album is also unavailable. Ask about a third (different) album that is not listed, but maybe they might have. Told that that album has arrived but is still in a box and has not been unpacked yet. Told to just keep refreshing the webpage. Refresh webpage a lot. Call on Sunday to check to see if the box has been unpacked (skipped Saturday cause I know RSD can be crazy). Told that the box has not been unpacked yet, but to call back tomorrow. Call on Monday, as instructed, and told that the box has still not been unpacked and to call back tomorrow. Call on Tuesday as requested. And, I am told that the record did not arrive on Friday as multiple staff had led me to believe and was maybe no longer available or on backorder. Pulled up a national vendor and purchased the album - I'm sure for less money.

At no point did any employee ask me if I would like to order any of the albums listed on the website through them which were currentl unavailable through Wax Trax. No one could sell or reserve for me the copy of the album that had "arrived" in the shipment (someone did offer to put a different album by the same artist on the website so I could buy that one, but the older album was something my friend already owned). Just "call back later." The final straw that pushed me to give up was being told, "well, RSD is our busiest time so that's why no one was able to help you" - I get it. I stood in line for an hour at my local record store. I know it's crazy. I was chill about calling back, but it shouldn't have taken 5 phone calls to check on vinyls only to be told that it probably was no longer available.

Two stars cause I'm sure you're great to shop in in-person, but I can not recommend trying to...

It hurts to write this because I hate writing bad reviews for small businesses, but this went a tad too far for me not to write something. I was big fan of this store as a small business owner myself, I always like to support them as opposed to going to Amazon or something. I ordered a brand new record from them and it had some damages on it that I sent pictures to them just asking for a replacement, not a refund, and the owner Pete Stidman replied to me in the most humiliating and insulting way. I was trying to give this as a gift to a friend that is and artist and loves music and cover art, well the cover on the back and front was damaged pretty good. I asked if I could just replace it and this is the responses I got:

"Okay and you'd rather not have this record to listen to because it has a light scuff on its cover. I think I understand now. It's been an adjustment to understand some of our record buyers these days. "

"Hey man everyone's entitled to their opinion. We've been in this business a long time and all I'm saying is that the manufacture of records is a craft, it's done by real people, not machines and there are always imperfections. Is there some rule that I need to kow tow to you in every respect or can I just talk like a human being with their own view. "I don't really want to discuss this anyway, let me know what you want so we can move on. ?"

I'm in disbelief. My opinion was to get a record that didn't have scuff marks all over it as its a gift to my friend who likes cover art and music, not asking for much but a replacement. I've bought tons of vinyl and this has never happened so don't know what he's talking about imperfections, I've bought 100s of records and this is the first time this has ever happened. I understand how it works. What a way to talk down to your customer. I attached the picture there are some on the back too.

I loved this place and brought me so much joy to go to and have purchased a lot from here. I'm glad there are still other places that sell vinyl around town that are nice and respectful. I'll be going there now and skipping this place. I feel if they treat people like this its only a matter of time that Amazon or something puts them out of business....

Great selection of records! The vibe is pretty cool at the 13th ave location and they were listening to some fantastic jams you don’t really hear elsewhere. However, Doug - Doug is rude. We were getting ready to leave and it being the first time in, we were just sort of taking it all in because they have so much to look at!

My partner walked up to the register where he had interacted with a previous employee and was looking at the wall of goodies behind the wrap. I hear in an annoyed tone “How about you step on over here if you’re ready man.” My partner, who is hard of hearing didn’t notice him over the music, and Doug again with same tone and annoyed look on his face then repeated himself “right here if you’re ready.” I myself didn’t notice him either, sitting behind the wrap and until he spoke, he didn’t make his presence known until that point.

After helping get his attention, my partner stepped over and Doug proceeded to ring us out. Didn’t ask how we found everything okay, if we needed help, or any sort of typical chatter you get at a cash wrap. Just a sigh. My partner glanced at me, obviously noticing Doug’s demeanor toward us. Even down to asking if we wanted a paper bag for our records, the entire transaction seemed to be a bother for him. I met him with the same energy and just gave a sharp “No” in response to the bag and began to question if I wanted to spend the $250 in this store.

Having been retail for 10+ years in various roles, I don’t expect a silver spoon as a customer, but I definitely hope to feel welcome and appreciated while shopping in a locally owned store. Completely killed whatever good feeling we were having about this location. While they have a fantastic selection, I am hesitant to go back in, in the future because I’m not sure of the experience I’ll get after driving up from...