ComplaintsforWarner Music Group

• Initial Complaint

  09/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  More info

  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

  More info

  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

  More info

  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

  05/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  More info

  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 

• Initial Complaint

  01/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a vinyl from the Warner Music Group (shown on my credit card statement) and received the wrong item than what I purchased. The item was initially purchased as a pre-order on October 11th. I raised my complaint with them on December 14, 2023. They have yet to provide a resolution to my issue and every follow up gets met with "we are working to resolve the issue".

  Business response

  03/07/2024

  Hello,

  A refund was requested and issued on February 16, 2024.

  We apologize for the inconvenience.

  WMG Customer Support

• Initial Complaint

  01/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order# *************** I will ***NOT*** accept lip service AGAIN! The 7' was available to ORDER UP UNTIL TODAY, Jan 5, ****, when it sold out. I ordered on December 21 yet you're telling me it states BACKORDERED.MY QUESTIONS TO ANSWER DIRECTION ISNTEAD OF COPY AND PASTING A SCRIPT!!!!!:1. Am I definitely going to receive my order?2. Is there a mess up with my order? Why is it not populating in my Order History when I click on it, but it IS showing up in my recent orders!RESOLVE THIS BY IMMEDIATELY ******* ME MY 2 COPYS OF THE ********* ****** 7" "JUST ANOTHER RAINBOW" IMMEDIATELY.

  Business response

  01/11/2024

  Hello,

  Thank you for contacting us.

  I can confirm that your order successfully went through and you will be receiving your order.
  
  We have been advised that the release date for your pre-order item has been delayed. Once it is ready we will prioritize the shipment of your order and you will receive an email once it has shipped.
  
  I am very sorry for the delay. The release date for pre-order items can sometimes be subject to change, due to factors beyond our control. 
  

  We apologize again for this frustrating experience and thank you for your patience.  

  Customer response

  01/12/2024

  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

  01/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered 2 sweatshirts from this companys artist ******************* custom merchandise website. myshop.bensonboone.com I ordered on November 27, 2023 and still havent received it. Theres no tracking information, and Ive gotten no response to my several emails. I would like the products sent to me, and a refund for the great inconvenience and frustration. Thank you.

  Business response

  01/10/2024

  Hello,

  Thank you for reaching out. 

  Unfortunately, we do not manage this store nor is it apart of our company. Please reach out to your point of purchase for further assistance.

  Below is the contact information provided on the storefront:
  
  ***** Music LLC
  **********************
  *** ******* ******** **** ****************************** * **** ********* *** *****

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

  We hope this helps!

• Initial Complaint

  12/21/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  1) ordered the Expensive ($482.48) Grateful Dead Lyceum '72: The Complete Recordings [24LP] on 18 november 2023 on the dead.net site 2) Order Number: ************* Tracking Number : ****************** 3) nothing arrived yet (21 december 2023) and the tracking number results NOT present onto the *** database!I'm really really disappointed of the service: I hope Warner Music Group will resolve this (expensive for me, at last...) problem.

  Customer response

  01/13/2024

  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.
  The've sent a replacement copy of the goods purchased and I've juts verified the presence of the tracking code on the tracking database: all OK
  
  Sincerely, and many many Thanks for your service
  
  *****************************
  
  
  
   
  
  

*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. ↩