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Complaint Details

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Initial Complaint
12/17/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I placed an order with Warner Music Group's store page on 11/13. One of the items, and sweatshirt was supposed to be backordered until 12/06. On 11/29, I got an email saying the item was backordered. On 12/12 I got an email that the order was canceled. I've submitted multiple claims via email asking for more information about what happened with the order, and tried calling the company many times, but gotten no response, just that due to increased volume on the holiday they can't answer emails.I've looked for the item on the website and can't even find the item in the size I ordered. I feel like this is very deceptive practice. No employees have been able to contact me about what is happening with the order and why I can't get my item. It's frustrating that their customer service also has just decided to not answer phone calls or emails because of increased volume.
Business response
01/15/2025
Hello Here is the latest update to the customer:

Hi ***********,

Unfortunately, we never received the stock for this item.

I do see that it is available in the artist's store in the **, but unfortunately it is through the artist's direct site. (Therefore, we are unable to receive any stock from them.) I have gone ahead and issued a refund for The Good Witch Cursive Cap. You can go ahead and purchase the Wand Sweatshirt from that site. Please allow up to 5 business days for the credit to post to your account.

We apologize for this frustrating experience. Please let me know if you have any questions.

Sincerely,

WMG Store Support
Customer response
01/16/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

*********** ******
Initial Complaint
12/10/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
placed a pre-order for a KORN ****** exclusive tee-shirt on Nov. 1 , C.C was charged on Nov. 2, . a ticket was placed with ***** on Nov. 19, after several attempts to track the order I contacted ***** and they never received the order . after several attempts with company support they insist it was shipped when it was NOT . now they are avoiding all emails and attempts for resolution. I want my money back
Business response
01/15/2025
Hello, Here is the latest update to the customer:

Hello *****,

Thank you for contacting us.

Unfortunately, the item or items you have purchased are no longer in stock, and we are unable to ship you a replacement.

We have refunded your order for any items that we cannot replace. (Please allow up to 5 business days for funds to post to your account.)

I apologize for the inconvenience. Please accept the following 10% off discount code to our online store as a thank you for your patience:

*********

(Single-use code; cannot be used on pre-order items, applied to existing orders, or combined with other discounts; other restrictions may apply)

Sincerely,

KoRn Store
Customer response
01/18/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

***** *********
Initial Complaint
12/03/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On November 15, 2024, I placed an order for 14 pink vinyl records on the official RoseareRosie website, operated by Warner. My order was confirmed via email, and the Route app also showed the status as "order placed." However, on December 3, 2024, I was informed that my order had been canceled due to an incomplete shipping address.I am extremely dissatisfied with this outcome for several reasons:The items I purchased are now sold out, and the website will not restock them. This prevents me from placing a new order.If my shipping address was incomplete, the company should have contacted me via email or SMS to request the missing information instead of canceling my order without my consent.Despite the cancellation, the payment for my order has not been refunded as of December 3, 2024.I tried contacting customer service by replying to the cancellation email. However, the responses I received were identical and unhelpful, indicating that the company cannot process canceled orders or change payment methodsdespite my email not requesting a payment method change. This suggests the responses are automated and not from a real representative.The website does not provide any phone number for customer support. When I submitted my concerns through the online form, I again received another automated response, which failed to address my issue.The website seems to have significant issues. I found that the product page for the sold-out items I ordered still allows users to place orders. Similar to my original purchase, these orders are confirmed, and payments are deducted from the bank account, but there is no clarity on whether the orders can be fulfilled.This experience has been highly frustrating and unprofessional. I expect a proper resolution, including a refund for my original order and an explanation of how this situation occurred.
Business response
12/19/2024
Thank you for contacting us.

Unfortunately, we are unable to reinstate cancelled orders, or change a payment method on an order.
You have been refunded on December 3, 2025 for cancelled orders: ************, ************ and ************ to your original payment method used to place the orders.
After further research, we have determined that Order ************ is still processing and you have been sent a follow up email to verify/correct your address. Please get back to the support email as soon as possible and we will update the address for said order.

If you are interested in re-ordering with a different payment method, please go directly to the store.
We apologize for the inconvenience and thank you for your understanding.

If you have any questions, please let us know.

Sincerely,
WMG Support
Initial Complaint
09/30/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased a boxed set of music on pre-order on 9/6/24. I paid $226.97. I received confirmation and a tracking number, ************. As 0f 9/20/24, the package was said to be in ******, **, around 125 miles from my residence. No further tracking info was available as of 9/26/24. I made several attempts on both 9/26 and 9/27 to contact Dead-net via their customer service number. I continue to get a message that 'no one is available' from *******. I emailed Dead-net on 9/26, 24 hours ago, and have received no response in 24 hours. I contacted ***** who could not provide any further information. I find this lack of attention to customer service unacceptable. I pre-ordered and paid for this package. I want to know where my package is, I want it delivered, and if it is lost, I want a new one expedited to me. An apology for the poor response time, and the lack of a functioning phone number (even though the number appears on Dead-net's own website) would also be in order.
Business response
10/23/2024
We sincerely apologize for the delay in addressing this issue.
It looks like a replacement has already been processed and delivered. You can track your order using the following link:
*****************************************************************************************
If you have any further concerns, please dont hesitate to reach out.
Thank you,
WMG ****************
Initial Complaint
09/18/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 07/01/2022 I placed an order with Warner Music Group, I ordered a ******************* Long Sleeve T-Shirt. I paid a total of $40.27, $30 for the shirt, $7.99 for shipping and handling (plus $2.28 including tax).After 2 years of waiting my order has not been delivered and I havent received any form of update regarding my order. I reached out a few months after the order was placed asking for an update. **************** only provided that the order was currently processing and that Id receive a shipping confirmation once it ships from the werehouse. I never received a shipping confirmation so I decided to reach out again a few months later, unfortunately its now been over a year since customer support has returned my emails. ********************** has not tried to contact me or resolve the issue in any way, *** sent multiple requests for order updates only to be ignored. I have screenshots of my order confirmation, my emails to support, and their responses to my inquires. Unfortunately, this whole experience has ruined their image for me. I just wanted to support one of my favorite artists, but after 2 years of waiting for nothing Id just like a refund for trouble at this point. Any help would be much appreciated, thank you for your time.
Business response
10/02/2024
Thank you very much for your information. Unfortunately the Chemicals Long Sleeve T-Shirt is no longer in stock and we are unable to fulfill this order.

We have refunded your order via the payment method used for purchase. (Please allow 3-5 business days for the credit to post back to your account.)

Thank you for your patience and we apologize for this frustrating experience.

Customer response
10/07/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
The refund has already been returned, thank you for that. A customer service representative from your ********************** offered me two free items on October 2nd, but has not responded to my emails since then. I was genuinely surprised by the offer and graciously accepted, but now were just back to where we started. Im being ignored by your company again and this second time is the nail in the coffin for me. Its ridiculous that requesting help from your company is met with silence and the only way to get a response from your company is to go through the BBB. I apologize for the inconvenience and thank you for your time, but I do not agree with your companys business practices

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

***** *******

Business response
10/23/2024
We sincerely apologize for the delay in addressing this issue.

It looks like a replacement has already been processed and delivered. You can track your order using the following link:

**********************************************************************************************;
If you have any further concerns, please dont hesitate to reach out.

Thank you,
WMG Customer Service
Customer response
10/24/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

***** *******
Initial Complaint
07/15/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I ordered a vinyl from the store on June 19th and realized I put in the wrong address so I requested that the store change the address on on the exact same day that I ordered. A day later I just requested to cancel my order. They shipped my order a week later on June 26th even after I requested that the store not ship it and cancel my order. Almost a month later they still have not given me the package nor a refund. I just found out they shipped it anyway and delivered it to a random place in **********. I live in ******* and both of the addresses I provided were in ******* so they shipped the package to a completely random state (not even to the wrong address I provided) after requesting to cancel my order and get a refund several times. It has been almost a month and they have not reached back to me and they have completely ignored all my requests. I spent almost 50 dollars and they have not given me my item or my money back. I have attached screenshots of all the emails I sent to them (they ignored all of them) and my order information.
Business response
07/15/2024
Hello,

Thank you for contacting us.

We apologize for the inconvenience with your order.

We have refunded your order as requested, via the payment method used for purchase. (Please allow 5 business days for the credit to post back to your account.)

Thank you for your patience.
Initial Complaint
06/20/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Hello,I purchased a vinyl box set of an artists work, and another item from RHINO Entertainment/Warner Music Group. The amount was debited from my bank account. I made the purchase on May 8th and was debited from my checking account (****************) the following day. I have received no items. I have not received an order # confirming the purchase. I reached out to RHINO Entertainment for a week attempting to get a resolution (an order #), to no avail. I am at wits end. There is no customer service #. I am not sure at this point what to do.
Business response
10/23/2024
Thank you for your feedback.

I am very sorry that this was your experience. We always want the best and I feel terrible we did not meet your expectations this time. Your comments have been noted and passed to our team, and we appreciate you reaching out to us.

I have looked into this for you and our records indicate that your order has shipped.

Here is the ***** tracking number for your shipment:

************

You can check for tracking updates at ***********************************************;(Tracking information can take up to 24 hours to become available.)

Thank you for your patience. If you have any questions, please let me know.

Sincerely,
WMG Store Support

We are truly sorry to hear about your experience. We always strive to provide the best service, and I regret that we fell short this time. Rest assured, your comments have been shared with our team, and we appreciate you reaching out.
Upon reviewing your order, I can confirm that it has shipped.
Here is the ***** tracking number for your shipment:
************

You can check for tracking updates at ***********************************************;(Tracking information can take up to 24 hours to become available.)

Thank you for your patience. If you have any further questions, please dont hesitate to let me know.
Sincerely,
WMG Store Support
Initial Complaint
05/29/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I made a preorder purchase earlier this month and I put the wrong address down. I contacted customer support and they cancelled my order and told me to reorder the items. My only issue is those items are sold out and were a limited signed amount so I have no way in repurchasing my items. Contacted customer service multiple times and no one has gotten back to me with a solution or even an email back following up with my situation. They dont have a phone number to call and its only email only. I dont think they should have cancelled my order without permission and the fact that they havent emailed me back is another reason why I am upset with this site. I didnt want the order cancelled.
Business response
11/12/2024
We apologize for the inconvenience regarding your recent order for the ****** LIMITED EDITION EXCLUSIVE INFERNO VINYL and ****** ********************************

Unfortunately, these items are currently out of stock and unavailable. As a result, we had to cancel your order.

We understand your disappointment and want to make things right. Were happy to offer you a similar item of comparable value, free of charge.

Please let us know if youre interested in this option. If so, kindly specify the item youd like and the shipping address.

We appreciate your understanding.

WMG Support
Customer response
11/21/2024
Better Business Bureau:
I am interested in any of these items in size XL
shipped to ******************************************************************************;
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

******* *****
Initial Complaint
05/13/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I ordered nearly a month ago, Ive been told twice that my order will ship but Ive yet to receive any shipping notifications. This is utterly ridiculous that they cant get orders out in a timely manner, and their only offer is a 10% discount on future orders which I cant use because I will NEVER be ordering from here again! I want my product and a refund for the inconvenience. At this point, Im not convinced they even have the vinyl I ordered in stock, though they claim to.
Business response
05/13/2024
Thank you for contacting us!

We have submitted a request to prioritize the shipment of your order.
We apologize for the inconvenience and thank you for your continued patience.

Please let us know if you have any other questions.

Sincerely,
WMG Store Support
Customer response
05/19/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I received a cancellation email (pictured) instead of any confirmation my order has actually shipped. I understand it may have been necessary to process the refund, but how do I know when my order has shipped, since you've stated you're prioritizing the shipment? Will I get tracking information? I need further clarification of the status of my order before I can accept this as resolved.
Thank you,
****** *****

Business response
10/23/2024
Hello, thank you for contacting us.

We apologize for the issue regarding your order. Unfortunately, this product was out of stock and resulted in your order being cancelled.

We have refunded you in full (as of May 16, 2024).
Once again we apologize for the inconvenience and thank you for your understanding.

As a token of our gratitude for your patience, here is a 10% off coupon code for our online store: CCGNWMX10 (some restrictions may apply).

Best,
WMG Store Support
Initial Complaint
03/15/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
This is fraud- a bill of $6.35 was showing up on my Discover card monthly for over a year- Discover was not able to stop it - they credited me every month. I just cancelled my Discover card and got a new card/account number but now they are taking out of my Pay Pal account! This is not authorized- no idea what it is- been going on for over a year. I dont have music subscriptions, play video games, pay for Apps, etc, PLEASE HELP!
Business response
03/15/2024
Hello,
Thank you for reaching out to us.
Can you please confirm what specific company name and phone number appears in the transaction statement?
Our records do not show any reoccurring charges on our end.

If you have any other questions, please let us know.

Thank you.
Customer response
03/19/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
I have attached the info - my phone number is ************

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

***************************

Business response
03/21/2024
Thank you for providing the screenshot. We only see one charge tied to a ************************* download that was purchased on 2/22/2024, but do not see any further charges. Could you please provide screenshot examples of any other charges you are referring to (****** and Discover)? This will assist us in resolving the matter for you.
Thank you,
WMG Support

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