ComplaintsforWarner Music Group

Artist Agents

HeadquartersMulti Location Business

View Business profile

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Complaint Details

Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

Initial Complaint
06/05/2023
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.
Order placed online 4/9/23 for one t-shirt from **********************. Charged $35.29 on 4/10/23 and given order # *************** by Warner Music Group. Online policy stated the item would process and ship in ***** business days. I emailed an inquiry on 4/22/23 (tix #******) with no response. I emailed a second inquiry on 4/25/23 (tix #******) and received a form response that stated they "were experiencing a very high volume of customer service inquires and cannot provide a tailored response". I emailed a third inquiry on 5/7/23 (tix #******) and received the exact same response on 5/11/23 giving my no further information. I emailed a FOURTH time on 5/19/23 (this time adding to the same ticket number previously #******), I received a response on 5/25/23 from ****** stating that she was sorry for the delay and that she would request to prioritize the shipment and that I should receive a confirmation email when it ships. As of 6/2/23, I have not received any shipment information and I am not confident they even have the intention of shipping the item I paid for almost two months prior. There has not been any communication in regards to processing the order further than my initial order. The website still shows it as ordered, not even processed yet.
Business response
08/03/2023
Hi there,
The customer's order was canceled, in which they should have received an email. Additionally, they also have a refund on the way to them and it was processed on July 27th, 2023.
Initial Complaint
06/01/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Date of transaction May 1st online order was place and I requested a refund because the link on the website did not order the correct album.I immediately sent a email explaining that I would like to return and get a refund.May 10 order is processed and shipped. Still no response on canceling order.May 13 response from support, sorry order has been shipped and not able to cancel.May 17 order arrived email sent to ****************************** Still no answer from returns.
Business response
08/02/2023
Hello,
The customer returned their item and was received on June 8, 2023. ***** Tracking No.: **********************)
They were refunded in full on June 7, 2023 via the payment method used for purchase.
Thank you.
Customer response
08/03/2023
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
05/30/2023
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.
On February 17, 2023 the purchase of The *************************** was made from Rhino Store, a subsidiary of Warner Music Group. The items included were ***********************- vault components , and *********************** -empty vault. The total purchase price was $646.49, confirmation number **************** March 10, 2023, neither the purchased items, or an explanation of delay in shipping had been received. An email inquiry was sent to check delivery status. the response was that of a standard form letter, apologizing for the delay and proving FAQ's.After numerous attempts via phone to reach someone regarding this matter, another email was sent on April 7, 2023. This time a reply assuring me that support staff was looking into the matter and a rely would be forthcoming **** (ticket # ****** was assigned). On May 2, 2023 a reply was sent form a Rhino representative assuring me that the issue has been escalated to a team specialist. The specialist replied, stating that the warehouse had been notified to ship the product , prioritizing it as an urgent request. With no tracking number, or confirmation that the warehouse had followed through with the urgent shipping, another email was sent on May 4, 2023 for verification. May 5, 2023 a reply was sent from Rhino apologizing, yet again, for response time delay, with a promise of a shipment update ****. May 8, 2023, the **** update had not been received , so I again, had to reach out to see where they were at with my order. On May 9, 2023 I was informed that a prioritization request had been submitted to the warehouse on May 5th, however, they were not seeing any progress being made on the request.My last communication with the company was om May 21, 2023, notifying them of my intentions to file a complaint with the BBB.I am hopeful that you can assist me with resolving this issue in a timely manner. I would like the immediate shipping of my purchased product or the immediate refund of the total payment Rhino received.
Business response
08/03/2023
Hi there,
The customer was issued a refund on June 2nd, 2023 for the full amount.
Initial Complaint
05/12/2023
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.
Placed a $200+ order at the Grateful Dead web site (Warner Music Group) (Order Number ********************) for in stock items on March 31, 2023. It is now May 12 and the order has not shipped. Warner Music Group has assured me twice that I am now in priority status, but nothing has changed and there is no indication that the order will ever be shipped I would like a resolution. Thanks
Business response
05/17/2023
Due to unexpected delays, the processing and shipping of our orders is taking longer than usual.

I am very sorry for this inconvenience, and we are working to get your shipment out as soon as possible. We have put in a direct request to prioritize the shipment of your order and you will receive a confirmation email when your order ships.
I apologize again for the delay and thank you for your continued patience.
Customer response
05/18/2023
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]
This is exactly the same message that they have sent twice before. it has now been 48 days since I placed the order there does not seem to be much of a priority once I was placed in priority status

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

Sincerely,

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

Business response
08/24/2023
We apologize for the delay regarding the shipment of your order.
The order was delivered on June 14, 2023 according to tracking.
Tracking No.:******************
***********************************
Thank you.
Initial Complaint
05/08/2023
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
According to my PayPal records I paid for this item on 09/29/2022. On December 9th I received an email from Warner Music Store (online) that my order #*************** has been placed on backorder and that they would send a confirmation when my item ships. March 9th they sent an update email that the artist is "working very hard to sign the last set of the ************************* Under Construction Signed Neon Yellow Vinyl" but I haven't heard anything since, it has been 2 months from that time. I have contacted support on two separate occasions resulting in automated messages that didn't provide helpful information.
Business response
05/17/2023

I have researched your order and it is in back order status. We cannot currently confirm when your order will ship, but you will receive a confirmation email when it goes out.

I am so sorry for the inconvenience and thank you for your patience. ***** is working very hard to sign the last set of her ************************* Under Construction Signed Neon Yellow Vinyl for you.
Once your order ships, you will receive a shipping confirmation email. Thank you for your patience and sorry once again for the delay
Customer response
05/23/2023
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]
I requested a refund as the business still has not updated me as far as when I should expect my vinyls. This response is similar to a response I received several months ago. I still dont know when the artist will be done signing, what month or day they plan to ship, or anything of that sort.

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

Sincerely,

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

Business response
08/01/2023
Hi there,
The customer received an order shipped email from our company on 5/24/23 with the tracking number 1****************** Based on the **** official website, the order was marked delivered on the 31st.
Let us know if you need help with anything else!
Customer response
08/03/2023
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
04/25/2023
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am simply needing to change my shipping address for a subscription (order # ********************) because Im moving. Ive filled out the request(Request #******) form on their web site but have not heard anything. They dont have a phone number listed on the web site or I would call.
Customer response
04/25/2023
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
04/10/2023
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Jan 31st 2023 $184.89 - The iamlights merchandise store owned by Warner Music Group claims that orders will ship to/within the **** within 10 business days - I placed an order on the site on 1/31/23 and to this day have never received a shipping update or the order. I have communicated with customer service several times over the past few months and they have claimed 2-3 times that they will submit a ticket to "prioritize my order" and that I will receive a shipping confirmation when the order ships. I have never received a confirmation yet. I requested a refund three times, I have even contacted WMG on the site page about this issue and have received no response.- The customer service team has claimed they are working to resolve my issue but I continue to receive the same empty responses. Months have gone by with very little communication from them, no progress has been made on the status of this order.- I no longer have the confirmation email, as my phone auto deletes old emails unless archived, but my card was charged by this company.
Business response
08/01/2023
Hello,
Our records state that the order was delivered. Tracking No.: ******************
Customer response
08/02/2023
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
03/27/2023
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Hi, I bought a ************************* canvas bag (that came with a free print), and paid ** $54, and with a discount it came to $46.74. All that arrived was the print in a thin cardboard package about 3 weeks later. I ordered the item on January 24 (order number ************_** and tracking number ******************). I have contacted them several times and received one email back (under the email name of Warner customer service) that replied as follows: ***** ************* *** *** ********** ***************** ** *** ********* ************ * **** **** ****** ** ******** ******* ******** *** ****** ******* * ******** ******** ** **** ******* ** **** ******* *** **** ***** *** **** ****** *** ** **** ******** **** ********** ***** ********* **** ******** ******** *** *********** ******** ** **** ******** **** *** ****** **** ********* ****** ***** ** **** ***** *** ******** *********** *** **** ******* ** **** ***** ** **** ** ************ **** ******* *** ******* **** ********** *** *** ********* **** ********** ********* ***** *** **** *********** ********** *** ***** *** *** **** ******************************************** Store My complaint ticket number is ******.I was not sure if you wanted to contact WEA (address below) that owns the ************************* Official Store, or the company that deals with their distribution in ** (**********). The headquarters of Warner-Electra-Atlantic Corps is listed as ******************************************************, at the bottom of the invoice, but the mailing return address is listed as I have provided (in *****, **********). I'm not sure which one is the one you would need. They do not list a phone. Thanks in advance for your help with this. Sincerely, ***********************************
Business response
08/01/2023
Hello,
On April 26, 2023 the following message was sent to the customer & refunded in full:
"We received your voicemail message.

I am so sorry that you have not received your shipment. Subsequently, we have refunded your order in full.

Please allow up to 5 business days for the credit to post to your account.

I apologize again for this frustrating experience. Please accept the following 10% off coupon code to our online store as a thank you for your patience (some restrictions may apply):

**********
Customer response
08/02/2023
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
03/13/2023
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 ordered 2 shirts from the Rage Against the Machine Website on December 25th. (Warner Music Group)Waited until after new years to inquire about the order as I was never sent a tracking number. Every inquiry has been responded to with an automated email that does not address the issue of the merchant never sending the item I have paid for. Very frustrating. Please, I would like this order fulfilled or refunded.
Business response
04/14/2023
Hello,
We are very sorry for the delay processing this order.
According to our records the customer' order was delivered on 4/7/23.
Here is the tracking number for your reference:
**************************
If the customer has any further issues, please let me know.
Sincerely,
WMG Customer Service
Initial Complaint
02/13/2023
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.
In December 2022, I ordered a ********************* record that came with a poster. On December 19, 2022, $57 and some change was deducted from my checking account to **********************. I never received my package. I have contacted the company three times. The first 2 times, they assured my they were sending my package. This last time, they said they would send it but could not give me a date for shipment. I would like to receive what I ordered or get a refund.
Business response
08/01/2023
Hi there,
We contacted the customer on 02/09/2023 with the following information:
"Thank you for contacting us.

I am very sorry that your order still has not shipped.

I will put in a request to prioritize the shipment of your order.

You will receive a confirmation email when your order does ship. (Unfortunately, we cannot provide an estimate as to when your order will ship, at this time.)

I apologize again for this frustrating experience and thank you for your continued patience."

Additionally, it appears the customer received both an email notification notifying them that their order shipped 3/20/2023, and an email letting them know that the shipment was delivered on 3/24. On the *** website, we're unable to retrieve the tracking page as package details are only made available for shipments within the last four months.
Let us know if we can help with anything else.

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 Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

Cookies on BBB.org

ComplaintsforWarner Music Group

Need to file a complaint?

Complaint Details

Showing all complaints

Business response

Business response

Customer response

Business response

Business response

Customer response

Business response

Business response

Customer response

Business response

Customer response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Business response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary