ComplaintsforWarner Music Group

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Initial Complaint
12/21/2023
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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

*****************************
Initial Complaint
12/12/2023
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.
Every year I purchase items from this company. Every time I purchase the items are in stock and I order way before the cut off dates for holidays. For the past 3 years I email them and the answer is you can cancel the order if you want. That is the only option with their customer service. No update on shipping or anything. Yet again this year it happens. I would just like a ship update or expected arrival date.
Business response
01/10/2024
Thank you for contacting us!
Your order was prioritized and shipped out on December 13. According to the tracking your order was delivered Thursday, December 14.
Tracking No: ******************
Please let us know if it wasn't received.

Thank you for your patience. If you have any questions, please let me know.
Initial Complaint
12/11/2023
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.
Over the past few months, Warner Music Group sends emails to enter sweepstakes on their website, get points for following artists on Spotify, etc. to enter sweeps. There is a spin the wheel game and I get points doing that, over 1000 for example, then the points disappear, so I send and email inquiry, they tell me I earned this amount and spent the same amount (which I didn't) I send screenshots and everything, showing I won the $50 prize. They tell me I didn't. (?) More recently, I had a lot of points and was trying to enter a ********************* sweepstakes and kept getting an error message. The deadline has since passed and not only did I miss it, all of my points are gone, I had thousands at this point. I sent another email inquiry and they claim they are looking at it, but they are giving me the runaround again. I unsubscribed and I'm moving on, but I think what they are doing is in bad faith and/or their website is malfunctioning. I just want them to acknowledge that they stole my points.
Business response
04/01/2024
To better understand the situation and provide appropriate assistance, could you please provide us with an example or more information about the promotion you're referring to? Unfortunately, we don't have a record of the Spinning Wheel promotion you mentioned, and any details you can provide would be extremely helpful in investigating and addressing your concerns.
Once we have more information from you, we'll do our best to assist you promptly. Thank you for your cooperation and patience.
Customer response
04/02/2024
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 sent them all the screenshots 5 months ago., I won the $50 prize and you owe me.

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

Sincerely,

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

Business response
04/05/2024
We have conducted a thorough search of our records, and regrettably, we have found no evidence of receiving the screenshots you mentioned to our WMG support email address, nor are we aware of this contest. Nevertheless, please resend the screenshots so we can review and hopefully redirect you to the correct place.
Thank you,
WMG Store Support
Initial Complaint
09/07/2023
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.
June 29 placed $40 order with warner music. 2+ months later items lost and now unavailable. Warner now states they will resend sticker which was $3 flat and only item remaining in stock total with shipping $12.50. I have asked them to cancel and they have refused.
Business response
03/07/2024
Hello,
Your order was too far along in the process for us to cancel it or make any changes.
You were refunded, via payment method used for purchase on September 18, 2023.
Initial Complaint
07/26/2023
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.
Bought 5 digital albums off the website on 6/12/2023 for $105.96 total. I received the email with the download links, none of the links would let me download what I purchased. After awhile of trying, their website said I attempted to download too many times and stopped me from attempting anymore. Tried calling customer support but their phone number doesn't even pick up when I call it, its like the number doesn't exist. So I emailed them, and emailed them, and emailed them. I would get some generic excuse like "We're working on the issue sorry for the inconvenience" almost every time. They finally resent the email with the download links but on first attempt of download I'd get the error saying I tried to download to many times...back to square one. After emailing back and forth, they sent me 5 download links of the same album that wasn't even in my original order TWICE. I've now sent multiple emails over 2 weeks demanding a refund because they wouldn't fix the original issue, with no response. I've had it with these people. I attached screenshots of the download error and just some of the MANY emails I sent and received. Order # ********************
Business response
04/01/2024
Apologies for the delay. Our records indicate that the customer was refunded $105.96 on August 1, 2023. If you have any questions, please feel free to ask.
Thank you,
WMG Customer Service
Initial Complaint
07/19/2023
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 received a product that was missing a part. They do not have a listed phone number to contact, so I have tried email. It has now been 10 days and all I have received back from them are AI generated replies that they have received my complaint and will get back to me. Each time I reply, I just get that same reply back. The item is now sold out so I don't know if can ever get the CD that was not included. Their return policy is that I would not be refunded shipping and handling charges and I would have to pay to ship the item back. This means that I would spend money having a box shipped to me and then paying to ship it back with nothing to show for **** am mostly complaining because of the lack of any customer service and that there is no way to contact the company otherwise.I am including a photo of the product. I was given two Disc 2's and am missing Disc 3.
Business response
08/01/2023
We have responded to the customer with the following response:

"**************
Assign

Jul 19 01:39 pm

Thank you for contacting us!

I am very sorry to hear that there is an issue with your item.

Please CLICK HERE to fill out our Specialty Request form.

Upon completion of the form, your request will be escalated to a customer service specialist.

Due to the additional research & processing involved with specialty requests, we will ship your requested item and/or update you on our progress within 8 weeks.

Thank you for your patience.

Sincerely,

******
Dead.net Store"

We have not received any response since on whether or not they filled out the form. It also hasn't been 8 weeks since our response. Ticket ID #******
Initial Complaint
07/05/2023
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 6/13/2023 at 6pm I placed an online order with Rhino Records/Warner Music Group.I ordered two (2) vinyl records: "The Cars" - Rhino Hi Fi Audio (2023 edition).Total cost - $98.39 ($79.96 records, ***** and ** tax $18.43).I paid for the purchase with my personal **** card. I received an order confirmation from Rhino (#*************SF_US). Rhino has also billed my **** ****************************** also listed this transaction as "Shipped to: *****************... " correct shipping address listed.After two weeks (6/27/2023) I emailed Rhino requesting a status update, where's my order?I received an auto reply from Rhino stating they were very busy, had received many inquiries and therefore could not respond to me, be patient. They provided me with a "request #******". Rhino also asked me to check my junk/spam file for any information they may have sent me that I missed. I checked, nothing from Rhino. I have emailed Rhino many times since then to no avail. There is no phone number listed to contact the company on their site. I am asking the BBB to contact Rhino in an attempt to have them contact me to let me know where my order is. I have been billed for a purchase and not received anything. I also note that Rhino's site now lists the records I have purchased as "not available", "sold out". I emailed Rhino with my concerns of frustration and disappointment with their lack of communication on my purchase. In my research of reviews for persons who have ordered this item from Rhino, many persons were dissatisfied in the same areas I have expressed. Please note that Rhino listed this item as, "limited to ***** copies". I am asking to receive the two records I ordered and paid for. As far as I know, Rhino is located in ********** and Warner is located in ********. I do not know where the shipping warehouse is located. I apologize for the lengthy wording. I hope I've provided you with sufficient details to assist me. Thank you!
Customer response
07/14/2023
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
06/27/2023
Complaint Type:
Sales and Advertising 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.
It was June 14th that I paid $40.23 and put my card number in and shipping address in, I got the confirmation email but never got a confirmation email for shipping. I attached a screenshot of the transacion. I have no shipping confirmation.
Customer response
06/27/2023
on June 14th I preordered 2 of ******************************* Chemistry cd's and the total online on her website is $40.23. today is June 27th and I still have not gotten a confirmation email. There is no customer service number provided or live person to speak to on her website and and I feel I have been scammed by Warner music group. I have also checked her ******** page and mulitple people have gotten there items except for me. I want my money back! Warner music group scammed me. I don't know what more I should say.
Business response
07/19/2023
Thank you for contacting us. We appreciate your efforts in reaching out to us.

Our records show that your order was shipped on 6/22/23 and has been assigned to **** for delivery.

Tracking Number: **************************

For more information on this order you can enter the Tracking Number in Track & Confirm on the **** site at:
******************

Please note, the site will say **** but it is not. *** Mail Innovations inducts your mail piece into the U.S. ************** within 48 hours of processing. If tracking results do not appear immediately, please wait up to 48 hours after the ship date before the record is available.

If you have any questions or need any additional information, please go to ***********************************************************************

We have been advised that additional time may be required for delivery. We apologize for the inconvenience and thank you for your patience.

Sincerely,

WMG Support
Initial Complaint
06/20/2023
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On May 15th, I made a purchase from this business. This companies provides goods for the music band Trivium. I purchased a shirt and a woven blanket for 120 dollars after shipping and tax.Both items were listed in stock on their website and make no mention of it being backordered, or "print on demand" item, or anything of the sort.Their website states that my items will ship within **** business days. It did not ship. Their website also states that if my items don't ship after 30 days, I will receive an email asking if I want to cancel my order and receive a refund. I didn't get an email.When I try to contact them using the form on their website, I do get a confirmation that they will look into my issue. I tried to contact them asking if there was any kind of delay on my order and if/when I should expect to ship as it's been more than a month now. After 2 days I get an automated email saying they're swamped with messages and can't read my message, here's a link to the **** which doesn't help me. I tried contacting them on 3 separate occasions and get the same automated response. A part of me thinks they don't read them at all because on the last one, I mentioned if I didn't get a response from an actual person that I would send a complaint to the BBB. I figured that would get them going.I understand there could be delays in shipping orders, but the fact that they tell me nothing of the sort is upsetting. Other websites I shop at will tell me specifically when one of my orders won't ship on time. I feel like I'm left in the dark and that they just took my money and ran. I've purchased from this website before no issues, this has been my worst experience with them.I just want assurance that my order will ship. If they can't guarantee it, refund me. For reference, here's my order number from their website and a link to their store:Order number: *************** Website: ***************************************************************
Customer response
06/21/2023
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
06/16/2023
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.
Ordered 2 vinyl records and a sweater from the shoreline mafia merch line because there was a promotional deal if you buy the vinyl you get a 1.00$ shirt or whatever merchandise you wanted ordered two times one got shipped and one Ive been getting no replies too I search the order number on their website and all it says is cant find order or order number doesnt exist or isnt in our system its been a month no replies I spent 51.43$ it shouldnt take this long to ship something and have no replies. All their automated emails say sorry we cant respond due to a high volume of customer inquiries customer service is the worst Ill never be ordering from them again.
Business response
08/02/2023
Hello,
On June 21, 2023 the customer requested to cancel their order. They were refunded in full on June 22, 2023.
Thank you.
Customer response
08/02/2023
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]
They actually sent my package out quicker instead of getting my refund for my order which I dont mind but come on now.

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

Sincerely,

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

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