Online Retailer
Official Store of Taylor Swift The Eras TourThis business is NOT BBB Accredited.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/12/2025
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Purchased a vinyl on the first day of release, second drop. Starting seeing reports a couple days later of mass sale cancelations. A day after that my order is canceled. Reaching out to the seller they said it was because we purchased more than one. We did not. They chose to cancel our order alongside thousands of others after selling us a product they did not even have available. Seller is not communication or attempting to resolve issue.Business response
01/23/2025
We are writing this letter in response to the complaint that was received on 1/12/2025 containing the ** of ********. Regarding the customers order #************, the customer was provided an invoice on January 15th, 2025 to complete their purchase, which was completed the same day generating order #************. This order was shipped and delivered as of January 19th, 2025 per ***** tracking: *************************************************************.
If you have any questions or concerns regarding this information, please do not hesitate to contact us.
Customer response
01/23/2025
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.
Sincerely,
**** ******Initial Complaint
12/28/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
My daughter and I attended the Taylor Swift concern in *******, *******, **, and we spent $401.15 Canadian dollars on merchandise. We did not receive the ****** ****** tote bag for which we paid $30. for and the man at the merchandise stand was supposed to put in the bag. I emailed with the Taylor Swift store per the receipt's direction (her store was selling ******** merchandise), but I was put off two times, and then finally told that they couldn't return or exchange anything since all sales are final. I told the last person that email me through the attached email string, "*****" that I was trying to acquire something that wasn't given to us versus trying to exchange or return anything. It's truly saddening that a celebrity that says she is for her fans and loves them that her supporting merchandise store isn't even able to fix issues that the merchandise stands create. It's sad that a portion of a 15 year old girl's birthday gift is being withheld due to people who aren't willing to truly find a resolution for the situation, as their usual policies don't apply to this situation.Initial Complaint
10/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On October 18, 2024 me and my boyfriend attended Taylor swifts concert in *****, **. We waited in line for an hour and a half to get merchandise. We both ordered a blue crewneck. I actually ordered two, one for myself & one for a friend. We attended the concert, went home & went to bed. The next morning (Saturday) while we were packing I realized the back of my crewneck looked different than what was advertised. Turns out they gave me a crewneck that was sold at the international show dates & not an updated crewneck with *****, FL down to ********* BC on the back. And the one they had advertised was the crewnecks with Miamis date added, not the international dates like they one they SOLD TO ME. I didnt think to check it, because why would I think to? I saw it was a blue crewneck, surely it couldnt be wrong.. but it was. They gave my boyfriend the correct one, but me the wrong one. Ive tried getting this settled for over a week and I seem to be getting nowhere.Initial Complaint
07/23/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I have had horrible customer service from this company. I had ordered a CD in April, it got lost, and then they sent a new one, I finally got it.Then recently, I received a shirt from a friend who I have no way to reach due to them being overseas / military. It's an official shirt, but this company will not exchange or refund for a different size. All. Of their clothing are made of different sizes. Everything I own from them is a medium, but some fit like a large, some fit perfect, but this one, which is an eras tour t-shirt, fits like a small. It's a medium.I asked them to file a complaint, and they completely ignored me, so I came here hoping to get help.Business response
07/24/2024
We are writing this letter in response to the complaint that was received on 7/23/2024 containing the ** of ********. We are only able to take action on an order if we are contacted by the individual who placed the order. In the event we receive communication from the purchasing customer, we will be able to assist with this return. We sincerely apologize for any upset or inconvenience this may have caused.
If you have any questions or concerns regarding this information, please do not hesitate to contact us.
Customer response
07/24/2024
Complaint: 22031114
I am rejecting this response because: there is no way to contact them directly due to them being overseas. It is clearly your product, and just need a different size. Other companies do this, and I'm not sure why you would not.
Sincerely,
Sky ****** EInitial Complaint
07/17/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I purchased a shirt from the store.taylorswift.com website on October 6 2023 for the amount of $44.89. The order number is ***********. I never received the item and they have not refunded me. I contacted them through email and they said they would refund me within 7-10 business days. After that time passed I contacted them again through email and they replied since it was past 30 days they were not going to refund me.Business response
07/22/2024
We are writing this letter in response to the complaint that was received on 7/17/2024 containing the ** of ********. Regarding the customers order #***********, this order was partially refunded in the amount of $44.89 on July 22nd, 2024. See a record of this credit attached.
If you have any questions or concerns regarding this information, please do not hesitate to contact us
Initial Complaint
01/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I ordered online from the Taylor swift official online store (store.taylorswift.com) on Oct. 30, 2023. The total amount was ****** for 2 items. The items were to be shipped on Dec. 29th but after not receiving updated shipping information I contacted customer support and was told there were back orders on items and no official shipping date was available now. After doing some research this seems to be an issue with many people and the site feels more like a scam than an official ** website. I understand demand is high but if you can't fulfill the orders, stop over selling! Support for this company is a joke.Initial Complaint
01/02/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Ordered a shirt from their website in June. Still have not received item and they are not responding to the 300+ emails i've sent since September.Initial Complaint
12/21/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
November 28th I order an item. I reached out on December 9th because shipping information has not been updated. They told me to wait a week and then reach out again. They offered to ****** if it was available. I requested that. They said they did but neither order has updated any shipping information. I reached out to *** on December 18th and they stated a label was created but they never received the package from shipper to send out for delivery. I again reached out to Taylor swift store and did not receive any response. This was supposed to be a Christmas gift and I feel as though I am getting no where. With no item and no real solution to rectify the situation.Initial Complaint
11/28/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I placed an order (#**-CA99451) through the ******** Taylor Swift store (*********************************************************************************) on October 16 for a pre-order that was meant to ship October 27. I never received my order, despite receiving an email with shipping notice. On my order page, it looked like the date kept getting delayed by a day or two every other day. I sent numerous inquires and frankly have dealt with horrible customer service. I was told shipping takes time, they will look into it, I should contact the carrier directly, etc. Always vague with no resolution. My order has now been cancelled, after it supposedly shipped and after weeks of waiting and inquiring. You can clearly see here, the order has been cancelled: ********************************************* Yet, I have not received a refund for my for order which totaled $37.01. I have requested a refund numerous times from the customer service team to no avail. Since finding out directly from the carrier, APC T-Force, on Nov 15 that the order was cancelled and being returned to sender, I have been trying to get a refund. They have stopped responding to my emails. I have had the worst experience simply trying to buy my daughter a birthday gift which now I dont even have, but have still paid for nonetheless. All I am asking is for a refund of the $37.01 for an order they cancelled without notice.Maybe this is how Taylor Swift has become a billionaire, by frauding families with overpriced items that are never delivered and then being impossible to contact. I hope you can help me.Here is my order receipt: *********************************************************************************/55932059745/orders/d33ad9fb868c68231a919139edc1069fInitial Complaint
08/22/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I ordered two items on August 3, 2023 and have not received my items. One (speak now "Taylor's version" charm bracelet) said it would ship in 1 week on the store page, but since the second item is a pre-order, the store is refusing to send the available item until the two can be sent together. I've contacted the company multiple times to get information about why it is being held up and finally I received this explanation:"Hi ********, Thanks for reaching out! I'm so sorry for any delays in receiving your items, and for any inconvenience this may have caused! I've taken a look at your order, and the Long Live All The Magic We Made Picture Frame in your order is still on pre-order and is expected to ship on or around September 29, 2023. If you did not select the option to ship all items as they become available at the time of checkout, your order will ship once the last item becomes available. Unfortunately, your shipping method cannot be altered once your order is created. You do have the option to cancel any items in your order that are currently available for sale in the store in order to re-purchase and select a different shipping method."There was no option to split the order and the item was supposed to be a gift for an occasion that is now already past. I can't believe a popular store such as this is refusing to send my items separately and forcing me to wait over a month longer than the listed shipping date. I just want my item delivered within a reasonable timeframe.
*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩
BBB Rating & Accreditation
This business is not BBB Accredited
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
33 total complaints in the last 3 years.
25 complaints closed in the last 12 months.
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